I attempted to ticket a reservation today at ONT. I always try to complete these transactions in the afternoons so that I can interact with a particular agent - (name omitted) the woman with short salt and pepper hair who is one of the most professional and competent UA agents I've encountered anywhere. Unfortunately, I was to learn that she was on vacation, and encountered her opposite.

After waiting 25 minutes in the Premier line (because only one ticketing "qualified" agent was available), I proceeded to the front where I was greeted immediately with a surly, "What do you need?". I gave the agent the PNR for my held reservation (which I spent three hours on the website/web support creating - different topic), and presented her with a CS 25 and VDB compensation, and also had a Visa cert just in case there was the slight possibility that it could be used, or if there would be a problem with the CS 25 (one never knows). She told me (in the "you're so stupid, what the hell are you thinking" manner) I could only use one certificate per reservation. I responded that I understood I could only use one Type A cert, but that I should be able to combine one with the Type B cert. I was summarily dismissed, "There is no such thing as Type A and Type B certificates. I've worked here for 17 years - you can only use one certificate per reservation." I showed her where it stated on the VISA cert "treat as type A certificate" and on the VDB "treat as type B certificate", and suggested she call the helpdesk to confirm that both could be used. Her response? "This is not VDB compensation. VDB compensation is a free ticket to anywhere in the lower 48 states. You can only use one certificate, which will it be?"

Knowing it was hopeless at this point, I asked for the certs back and started gathering my paperwork. But the snideness continued, "I'll note your reservation that you *have* been informed that you can only use ONE certificate", with an evil grin. Having no lounges (for any airline) at ONT, one would incorrectly think he could avoid the patronizing rudeness of matrons. UA continues to be that enigmatic business that gives me the best and worst experiences in the service industry. No compensation expected from this experience, only a desire for an agent with a proactive customer service philosophy...said agent might bring in more revenue for UA!