what a complete douche! the only thing worse than a DYKWIA is a DYKWIUTB!! unfortunately I deal with a lot of these muppets in my work as well when I get confronted with, "i'm a retired law enforcement" or "i'm a retired armed forces" etc and I then have to politely (but not always) remind them that there is a distinct aspect to their claim being that they are retired and therefore no longer in that position, therefore they can park their attitude and get out of my face and let me do my job.
the fact that the GA let this clown board is unacceptable IMO as it simply justifies his poor behaviour and it does nothing to curb it from happening again in the future. there is a fine line between customer service and sticking to the script which I don't think the GA did in this case and simply rolled over so as to avoid a confrontation which is clearly what the louse wanted, and achieved.