I used to LOVE flying United was a 100,000 mile member back in the day. Now you could not get me on one of their planes. We fly SouthWest whenever possible. All about the customer service.
On a similar note. My staff handles a lot of customer facing situations. They have some canned responses to different issues and have limited authority to deviate too much from those. The smart clients are the ones who are polite to them and ask for their manager ( me ). If they transfer to me and say, hey can you help this person, I will always try, if on the other hand they tell me this person was a jerk to my staff, guess what! ( Yes I can earn my GrumpyDad title if I am pushed ! ! ! )
Moral of the story, tell the person you are talking to that you understand they cannot help you with whatever it is you need, but could you please speak with their manager. You never know, you could get someone like me…