I think your experience has become the norm for our US main line carriers.
I also no longer book through web agencies like Orbitz, Expedia, Travelocity, etc. If something goes haywire, the airlines will not make accommodation for seats booked that way.
Finally, it's a mistake to look for a "customer service desk". They no longer exist. When there is a change or cancellation, immediately call the 800 number, which you have previously located and entered into your phone, and get in the phone queue. You're much more likely to succeed this way, and if you look about, that's what most of the frequent travelers are doing.