United customer service in Newark reaches new low. Saw this on the news last night. Apparently the customer was using an airline's wheelchair for his luggage. The United agent wanted the wheelchair and the discussion quickly escalated. The customer is apparently a pro football player in Canada.
That isn't where the video actually starts and until the cctv footage is released we won't know the entire encounter. The video you posted is the "look what the white guy did to the black guy" version.
They both appear to ne idiots from what I've seen though.