Terrible United Airlines Service

What happened to customer service with UA? Flying our international trip, everyone who worked and serviced us for UA was extremely rude and had a lot of attitude. We had the worst flying experience including one of your agents checking our passports, and then not giving it back when I asked for it and then throwing it at us. We also had an infant with us which did not help. Please explain what kind of talent United is hiring, because it seems like no one wants to work or do their job. I will be filing a big complaint but wanted to post for awareness.