These people claim to have flown many times before. They wanted a hot meal. No US carrier has served any free meals (let alone hot ones) in domestic Y (even transcons) for many years. Further, the buy-on-board stuff is always cold food. They knew this request (i.e., to poach something from F) was exceptional. Further, they got it fulfilled. Where the wheels came off the bus was when the mom, proffered the threat that if hot food was not found and served, a meltdown and scratching might ensue.