I can well imagine what those gate agents went through! I've been on a couple of flights that were either delayed or cancelled. Man, passengers treated those gate agents as though the GA had caused the issues! My biggest issue? When you can't get a straight answer. I would rather hear 'I'm sorry, we just don't know yet' vs an answer that gives you incorrect info!
I had flights out of Worcester to MCO in early Dec. I knew going in that there could be issues due to visibility at Worc. And there were. They cancelled our flight and put us on buses and got us to Boston, where we had a plane waiting. No biggie. Got off 3 hrs late. BUT..coming back? Nightmare. The pilot announced, as we flew over Long Island, that we couldn't land in Worcester, and had to go to Boston. Okay, no biggie. We landed at 3, right on time, just the wrong airport. I texted my dh as soon as we landed, telling him I was on the ground in Boston! He told me no, we were landing in Worc! I told him I was more than a little familiar with Logan and knew where I was. he told me that he had just asked at the counter, at Worcester, when we were landing. He was told that we would be arriving in about 10 mins! He went back and told them that the flight was in Boston...he was told yet again, by the JB people at the counter, that no, we were landing in Worcester! We were told, in Boston, at four, that we would have buses there, but not until 5-5:30, and that it would take about 90 mins to get back to Worc....end of day commuters and rain combine to make a not so nice ride!! My dh told me he was on his way! Now, if JB had told him at 3:00, that we were in Boston, he could have hopped in the car and been there for 4!! But no...those waiting to pick up passengers were kept in the dark. I finally took the Logan Express to Framingham and he met me there. I sent JB an email telling them that while I had absolutely no issue with weather/visibility issues, I did have an issue with JB people either not knowing where a plane was, or just simply lying about it's whereabouts.