Twanger, they're allowed their opinion. That's what forums are for.

Just because you've had umpteen great charters with them, at I am sure, "family discounts", doesn't mean that they treat all charters the same... as a matter of fact, I am sure CYOA, as well as any other charter company, doesn't. Not until they are repeat and satisfactory charters.

It works both ways - just because this was their first time, they are treated as "CC Captains". But, because it was their first time they may have had unrealistic expectations...