Lots of words... no substance
That is appauling treatment, especially for a family with young kids.
I can't believe they gave away paid for seats!!! I don't know that our airlines here in Australia are as bad as that, but I won't say never!
Yes lots of "sympathy words" but no substance. Your response to their lack of understanding of the REAL problem was good. However, I don't read any genuine concern for customers in their subsequent response. They seem to "miss the point" of how unethical their behaviour was, regarless of whether you ended up flying in the end.
There should be more legislation on this type of unprofessional tactics.
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