I appreciate the many comments, especially the very cogent discussion of what open jaws are. Follow-up to the story -- called United and was able to reach a very competent and friendly agent on the first try who made the reservation efficiently (with no Saturday night stay requirement!). So despite the attempts (particularly by the two Northwest agents) to sabotage my trip and to cheat me out of my legitimately earned awards, all has turned out well. I think what made me the most angry was being hung up on. I accept that many of these agents don't make very much money and are poorly trained. But hanging up on a customer -- not because they are obnoxious or rude, but because they aren't willing to lie down and take whatever nonsense the agent dishes out -- is completely unacceptable. I think I made the post out of frustration that these types of agents, who quite clearly hate their job and hate their customers and just want to get through their hours, are particularly endemic to airlines (and from my personal observation, Northwest Airlines specifically). I seldom get such rudeness with such frequency from hotel reservationists, travel agents, or virtually any other business (besides Sprint PCS -- and they have since lost me to Verizon). Is there something special about airlines that attracts (or creates) bitter people who don't care about helping customers?