What a gread idea instead of putting words in my mouth!^
Very simple: I read here over and over about how bad the IAD matrons are. UA is consistently ranking last in customer service. For the most part UA employees are great, but there is a small minority that brings them down. Therefore, since we had spare time, I wanted to see if the rules were being followed. I would have been happiest if the agent would just have given the chits and smiled, and not made it such a mess.
When I started I figured that the worst that would happen was that she would look at the rules and then hand them over. As soon as she used the "Do you want to get technical?" line and the "I will call security" line it became a whole different issue.
So basically, at the beginning it wasn't a big thing. But it became personal against me as soon as she was threatening to call security on me for her trying to enforce the rules that they set.