<human>: Can you summarize the given text in a few sentences?

So I called United Airlines today for a quick question regarding my friends flight. I spoke to this agent who from my opinion was inadequate as he was unable to pull up the flight information up after 10mins on his system when I was able to pull it up on their site in less than a min. Ask to speak to his manager and he puts me on hold for 10 mins, comes back and says that the manger is busy and unable to answer my call. I was pissed at this point so i requested his manager again. this time he forgot to put me on hold and just sat their for ten minutes talking to someone else then comes back on the phone pretending to be his manager. I'm like WTF, you have the same voice and accent, what the hell are you thinking? Needless to say he refuses to admit it and attempts to address my issue, which he does as he was able to magically pull up my friends flight info now.
<bot>: called united customer service, rep was inadequate, requested manager, rep comes back pretending to be manager. same voice and accent, leaving me speechless and WTF.