I actually had a very good experience with a Tampa-based agent in December when the dreaded "Saturday Morning Massacree in 4-Part Harmony" aka the weekly schedule update decimated a complicated itinerary for myself, my wife and my sister. She was not only friendly but quite accomodating in my recommended new flights.
At any rate, sCO versu sUA is so over. IMHO, any rant should focus on customer-centric training (or the lack of it)....