He wasn't complaining about having to wait 4 hours. He was complaining about the lack of respect they have for customers (not specifically him, but in general),

He wasn't complaining about having to wait 4 hours. He was complaining about the lack of respect they have for customers (not specifically him, but in general), and he was comparing his experience between Virgin and United. With one, he was surprised by an unfortunate, not-well-known policy and OFFERED NO HELP, versus the other where they went above and beyond what he expected from them (sell him a ticket to get home). I think this is a great example of how some companies "get it" and are going to keep and grow their customers, while other companies don't "get it" and it will lead to their demise.