I was a flight attendant for 5 years with a small regional airline, and I can see it from both sides.

I can understand the frustration of the family, who have a crying, inconsolable child on their hands, but I also see it from a F/A safety standpoint. If the child is that problematic on the ground, how is the child going to be once they get in the air at 30,000 feet.

I always tried to settle my families in, tell them what was expected (no walking up and down the center isle, child must be belted in when the seatbelt sign was on, etc).

AirTran gave the family 15 minutes to get settled in.....more than enough timeto settle the child in.....and I don't think they should have received free tickets.