Wow, watching this right now and it's absolutely disgusting. This agent seems relatively competent, and someone being this rude is TOTALLY unjustified. BIG ! I always make a point of being nice to phone agents, especially ICC agents since it's not their fault they aren't trained well. Be mad at UA, but it is NOT their fault.

Edit: Haven't quite finished the video, so let's hope I don't change my mind!

Edited again: OK, now I see. The agent was certainly not competent. Unless I am missing something, shouldn't he have offered a standard award? But this is UNACCEPTABLE, especially since he had this attitude from the beginning. DISGUSTING!