Customer was over the top and should have hung up... however, I think he was trying to make an extreme point regarding the crappy ICC service, backfiring in the process.

The phone call fell apart from the beginning... ICC guy should have said that UAL.com sometimes offers different fares and there is little he could do to get the cheaper fare. The ICC guy also fails in other areas of competency as the phone call drags on.

I would like to reassert that UAL should offer FREE ICC calls and $50 US Calls, if we must keep the freakin' ICC. In my experience, most ICC answers/customer service go something like this video... but in my case, I only call when things are pretty messed up and I need an expert (like 1K desk) to fix the issue (and no... I don't flip out on the poor dude in India... I just hang up on him and wait a little bit hoping I get a call center of the domestic variety).