The agent needs to be fired.
No she doesn't. Coached, probably. Retrained, possibly. But if you fire anyone who ever makes a small error in judgement while handling a situation you'll have no one capable of doing anything.
That they are rotten to the core. Airline employees seriously need a gut check. If they do not like interacting with people they should find another line of work instead of inconveniencing passengers.
Nice to know you're a perfect angel who's never lost their temper in a stressful situation. I'm happy to know that you think I'm rotten to the core because I empathize with a fellow agent whose shoes I have been in many times.
If somebody films you doing your work, you behave in a way that clearly puts yourself in the wrong, like being pissed off about being taped, or do you behave in a way, that that video can in no way way be used against yourself, because you show that you are cool, you give the right information and are the best customer service agent you can find.
A stressed human cannot be counted on to think logically, and you are operating from hindsight with no external factors impairing your thought process as you consider the situation.
Anybody comes between UA and a $1 is not irate and belligerent.
No, but someone raising their voice, cursing, and/or interrupting another customer's transaction when asked politely to wait IS.
There are thousands of cameras installed at any airport.
Which generally do not record audio or closeups.
Since he wasn't allowed to check in and board, his ticket was for all intents and purposes, cancelled.
Actually, no. He could have either been rebooked to another, later flight or requested a refund at any time within a few days of the CHECK IN PROCESS being cancelled. The ticket was still there and available for use.
Make something Idiot-proof, and the Universe will make a more inept idiot.