The amusing thing if even once she had been, "We fucked up we should have called should have made other arrangements we were stressed" I would have pushed hard to get the extra fees billed out so she wouldn't have to pay them now.
It's like some people think they have to act all demanding and "show who's boss", and they will get everything they want. SO wrong. If you treat me like a piece of garbage, and behave like an entitled asshole, you will get from me, at best, the very bare minimum effort of service that is required for me to keep my job.
Civil people get excellent customer service, and I would go to the moon and back for the really nice ones.