I have been sailing with Holland America since 2017. There have been issues but they were always resolved. I can't ever remember being treated rudely or unkindly by any representative whether it was on the ship or on the phone. I am so-so sorry you had to experience that. And yes,, thank you very much for your service to this country.
There certainly have been a lot of concerns and issues in the last year or so since the pandemic. I agree with that and it can be very frustrating. But it usually gets resolved.
Don't let this experience change you.