Infuriates me when UA staff are wrong and ****y about it to top it off!

Here's another situation: I called last week to redeem a BD domestic award ticket within UK (LHR to GLAsgow). The agent finds the seats and informs me that it'll be 20,000 miles. I ask her if the rules had changed because I have family in Scotland and have redeemed half a dozen UK domestic tickets (over the years) for 10,000 miles (including one earlier this year ) and she puts on an attitude and tells me "sir, this is an intra-european award ticket and that costs 20,000 miles". I inform her that LHR (England) and GLA (Scotland) are intra-UK (besides being intra-EU) and would she mind checking it again for intra-UK/UK domestic award structures? She goes away for about 10 minutes and comes back to tell me "yes, there is a BD-only award for 10,000 miles". No apology. This woman apparently didn't know that Scotland and England are part of the UK and that's why she was telling me that the ticket would cost 20,000 miles. What is she doing working the Int'l desk if she doesn't know basic geography???