DizMe, if that is what they promised for communication, they should have held that up, absolutely. That part is ridiculous. I was only commenting on the OP getting the updated itinerary. I suppose I am the odd man out thinking that is notification enough, because for me, it definitely would be.
I send at least 100 emails that are directly pertinent to the reciepient as part of my job daily. I can't tell you how frustrating it is when I've done my best and doubled or tripled your communications (email, secondary email, and then a phone call and voicemail, at their request!) to someone only to have it fail somewhere and have the person you tried to contact raging mad. You can only do so much sometimes.
Generally, I think on both ends, people really ought to tone it down. The person that told you it was your fault was wrong. Who knows what happened in their day prior to their interaction with you. Every customers concerns should at least be acknowledged, even if they cannot be solved for whatever reason. Not everyone is able to handle the pressures of a CS job, so perhaps JB needs to do some housekeeping. That's really too bad, they have a lot of other good things going for them.