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TerminalD
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UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 1:50 am

THE NEXT ONE...
Another airline employee making their own law on a power trip and using airport police to enforce their new law...

Oza says he was told it would cost $300 to check the same bulky bag that cost $125 on the way there.
"In trying to get an answer, the lady was being rude," he said. So, he started recording.
The clip begins with her pointing her finger at him. “You did not have my permission to videotape,” the agent says.
Next, she appears to instruct an agent to her left. “Cancel the reservation,” she says.
“I want to know why,” Oza asks.
“Because you did not have my permission,” she said.
Some airlines do prohibit photography on the plane. But NBC Bay Area aviation analyst Mike McCarron says those restrictions don't apply inside airports.
"The woman was incorrect,” McCarron said. “[Oza] doesn't have to have her permission to film. He's in a public area, and he can film as much as he wants. As long as he's in a public area and so is she."
Oza said the United agent eventually called airport police. Oza was still rolling when an officer appeared.
Oza said he ended up buying a one-way ticket on a different airline. He wants United to pay for that trip and cancel his future travel on United without a penalty.


http://www.nbcbayarea.com/news/local/Un ... 05223.html
 
MesaFlyGuy
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 1:54 am

While the employee wasn't completely correct, the passenger was causing a scene, slurring his words. Remember that there is always more to the story, and we really don't know exactly what prompted him the whip the camera out in the first place. For all we know, his seemingly-intoxicated behavior could've caused the initial problem (and, if he truly was intoxicated, it could've escalated the situation).

Again, though, we really cannot say exactly what happened without having been there in person.
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travaz
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 1:57 am

Good Lord! What ever happened to common sense CS?
" I am sorry sir but that bag will be 300.00 to check" You did" You paid 150 on the outbound trip? Yes I see that so that bag will be 150.00 Thank You sir"
What ever happened to the customer is always right? There is a lot of talk about bad CS on Spirit but UA is running a close second!
 
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zeke
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:00 am

Good slur in the passengers speach going on
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Adipocere
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:02 am

Calculated misery strikes again....
 
jumbojet
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:08 am

MesaFlyGuy wrote:
the passenger was causing a scene, slurring his words.


you deducted this how? The article made no mention of him slurring words and even if he was, even if he was, so what. When did slurring words become grounds for cancelling a ticket? Again, UA is wrong and obviously, they have not learned a thing since Dr. Dao. Quite frankly, why anyone flies UA anymore is beyond me.

Next, how was the passenger causing a scene, what did he exactly do that caused a scene, breaking out his cell phone and recording? Nice try but not enough.

Lets see Oscar's response, bet it will go something like, 'Team, great job cancelling that passengers ticket. The passenger was rude, discourteous and was slurring his words. I stand behind you 100%, great work team!!!! :roll:
 
Flighty
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:10 am

I'll bet the truth is somewhere in the middle. Some customers and some airlines may jointly decide they simply don't benefit from doing business together. That's okay.
 
jumbojet
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:15 am

Flighty wrote:
I'll bet the truth is somewhere in the middle. Some customers and some airlines may jointly decide they simply don't benefit from doing business together. That's okay.



sorry but United should seriously consider on who they decide should and shouldn't fly the not so friendly skies of United.
 
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antoniemey
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:23 am

travaz wrote:
What ever happened to the customer is always right?


The problem with that philosophy is that in most cases the customer who thinks he is absolutely right is really wrong and is an asshole about it.

Further, there is no way to change the amount of a bag fee in AERO (United's primary check-in engine), nor in SHARES (the base reservation system). It is all or nothing. The intermediate program they used while AERO was being developed did allow adjustments, but it is no longer available.

On top of THAT, every guidance from United ever issued states that you follow and charge the passenger what AERO says except in very extreme (and limited) circumstances. If they claim they weren't charged or were charged a different amount last time, you apologize but stand firm on the price.

Why? Because passengers will lie like a politician to avoid a fee. Because a passenger may be mistaken about what they were previously charged. Because the circumstances may have changed since the last time they checked in. Because United wants consistency as much as possible, but they also want that money.

jumbojet wrote:
you deducted this how? The article made no mention of him slurring words and even if he was, even if he was, so what.


Umm, did you watch the video?

My assumption, based on the claims he made, is that on the way there the agent only charged him for the over 50lb overweight cost while the bag was actually over 70lbs... or it was near 70lbs going and tipped over by things he was bringing back.
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IPFreely
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:25 am

travaz wrote:
Good Lord! What ever happened to common sense CS?
" I am sorry sir but that bag will be 300.00 to check" You did" You paid 150 on the outbound trip? Yes I see that so that bag will be 150.00 Thank You sir"


While she could have checked his baggage fees for the outbound trip she has no idea if he's checking the same bags in the return trip. Almost certainly he is but it's very possible that he bought a bunch of junk to take home that put the bag weight over the 70 lb limit and into a higher fee range. If that happened the agent should have been able to explain it. And it's possible that she did before he started recording. We'll likely never know the full story on this one.
 
jumbojet
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:27 am

antoniemey wrote:
[
Umm, did you watch the video?

My assumption, based on the claims he made, is that on the way there the agent only charged him for the over 50lb overweight cost while the bag was actually over 70lbs... or it was near 70lbs going and tipped over by things he was bringing back.


Even still, how does slurring ones words equate into the cancellation of a ticket? You have failed to articulate how slurred words can cause a scene which leads to a ticket being cancelled. Total fail on UA's part but hey, great job team!! :roll:
 
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tlecam
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:34 am

I generally agree with the comments about us not having the full story, but the one thing that is just a really bad look for UA is the employee telling him that she's calling the police and cancelling his ticket because he recorded her without her permission. Any other poor behavior on the part of the customer that may have occurred is going to get drowned out.

They've gotta get a handle on this stuff.
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antoniemey
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:34 am

jumbojet wrote:
Even still, how does slurring ones words equate into the cancellation of a ticket?


If the agent believes a passenger to be intoxicated they cannot allow them to check in. The check in process has already started and is thus cancelled. The itinerary for that day can also be "cancelled" while leaving the ticket available for later use. Without being there to see what was on the screen, I couldn't tell you what exact context the term "cancel" was used in, but I'd bet it wasn't a full on "you have no ticket" because short of manually marking the ticket segment used or putting in a refund request, agents don't have the access to do that.
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zeke
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:38 am

jumbojet wrote:
Even still, how does slurring ones words equate into the cancellation of a ticket?


The boarding of a passenger who appears to be intoxicated is a violation of Title 14 of the Code of Federal Regulations.
Human rights lawyers are "ambulance chasers of the very worst kind.'" - Sky News
 
flyguy84
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:39 am

Did nobody watch the entire video? The man was removed from the terminal for being jntoxicated. Not sure why this is United's fault.
Last edited by flyguy84 on Wed May 10, 2017 2:40 am, edited 1 time in total.
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KTPAFlyer
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:39 am

I'm going to take the side of the agent on this one. These days most of us here on A.net can tell when pax are trying to cash in by threatening negative press, especially post 3411, and pulling out your camera to film an agent is the equivalent of saying "That'll show 'em!" If I was the agent, I'd be pissed that the pax is trying to cash in on 15 seconds of fame instead of trying to solve the issue at hand. Unfortunately, it looks like more pax are trying to play the victim card as of late and I really feel for the front line people that have to deal with it.
 
2175301
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 2:45 am

zeke wrote:
jumbojet wrote:
Even still, how does slurring ones words equate into the cancellation of a ticket?


The boarding of a passenger who appears to be intoxicated is a violation of Title 14 of the Code of Federal Regulations.


Zeke: While that is true... that is not the stated reason for cancelling the reservation in this case; and I do not see how it is at all relevant here as the article quotes the recording. An agent may also cancel the reservation of someone that does not show up, and likely for about 20 other reasons as well. None of which seems to apply here.

Edited to add that I forgot to mention that the video clearly shows that the Agent canceled the reservation specifically because he started recording her and she told him he did not have her permission to do that.

Have a great day,
 
MesaFlyGuy
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:01 am

jumbojet wrote:
MesaFlyGuy wrote:
the passenger was causing a scene, slurring his words.


you deducted this how? The article made no mention of him slurring words and even if he was, even if he was, so what. When did slurring words become grounds for cancelling a ticket? Again, UA is wrong and obviously, they have not learned a thing since Dr. Dao. Quite frankly, why anyone flies UA anymore is beyond me.

Next, how was the passenger causing a scene, what did he exactly do that caused a scene, breaking out his cell phone and recording? Nice try but not enough.

Lets see Oscar's response, bet it will go something like, 'Team, great job cancelling that passengers ticket. The passenger was rude, discourteous and was slurring his words. I stand behind you 100%, great work team!!!! :roll:


I came to this conclused after watching the actual 13-minute video that the passenger took during the ordeal.
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kaitakfan
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:07 am

Our ground agents are dealing with an over abundance of stress and frustration from customers pushing the envelope more than ever. 4am, drunk in her face giving her a hard time with a cell phone in her face. I can't blame her one bit for letting emotions get the best of her. Doesn't make it right, but I can't fathom how taxing the past few weeks have been for the front line employees of not only United but all airlines.
 
flyguy84
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:18 am

I must say, all these attempts to bash United are having zero effect. Stock is up about 10% since the infamous "incident" and closed today at an all-time high. It may be fun for the SJW to continue their vendetta against, but it doesn't seem to matter much.
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United1
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:20 am

MesaFlyGuy wrote:
jumbojet wrote:
MesaFlyGuy wrote:
the passenger was causing a scene, slurring his words.


you deducted this how? The article made no mention of him slurring words and even if he was, even if he was, so what. When did slurring words become grounds for cancelling a ticket? Again, UA is wrong and obviously, they have not learned a thing since Dr. Dao. Quite frankly, why anyone flies UA anymore is beyond me.

Next, how was the passenger causing a scene, what did he exactly do that caused a scene, breaking out his cell phone and recording? Nice try but not enough.

Lets see Oscar's response, bet it will go something like, 'Team, great job cancelling that passengers ticket. The passenger was rude, discourteous and was slurring his words. I stand behind you 100%, great work team!!!! :roll:


I came to this conclused after watching the actual 13-minute video that the passenger took during the ordeal.


Also the passenger posted that he had been out for drinks before the flight. As was pointed out above UA cant board a passenger who is intoxicated...
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flyguy89
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:25 am

The agent was wrong to cancel the reservation, of course. In all of this recent tumult though, people need to remember that airline employees are in the end human. It's not an excuse and doesn't mean the employee shouldn't somehow be reprimanded, airline employees should remember that passengers are humans as well. I guess what I'm trying to say is don't shove a camera in someone's face and be rude and NOT expect a human reaction every once in a while. Again, it doesn't mean the agent wasn't in the wrong, but I can't honestly say that I'd always come off as angel at my job if some belligerent person was sticking a camera in my face while I was trying to work.

Maybe it's just me, but even in my most angry state I could never see pulling out my cell phone and getting in someone's face trying to record them as appropriate. Filming an event (a la Dr. Dao's removal) makes sense, but not sicking a camera on someone I'm dealing with one-on-one, just seems unbelievable rude, provocative and inappropriate.
 
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zeke
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:32 am

2175301 wrote:
Edited to add that I forgot to mention that the video clearly shows that the Agent canceled the reservation specifically because he started recording her and she told him he did not have her permission to do that.

Have a great day,


We only saw part of the checkin, not the part about where he was informed of the $300 fee for his excess baggage and his reaction that. To work out the fees the agent would have commenced checkin to attach the luggage to the passengers record.

He would have been told sober up and pay up, or don't travel. Your choice. His choice was to to do neither, just stand there being belligerent and film the agent.

The agent acted appropriately, if you don't want to sober up and pay up, the agent should cancel the checkin process.

Why should the rest of the passengers be inconvenienced for that ?

Just keep in mind it would not have been the airline that escorted him from the terminal for being intoxicaed.
Human rights lawyers are "ambulance chasers of the very worst kind.'" - Sky News
 
FlyUSAir
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:52 am

Correct me if I'm wrong, but based on the video and the information I am getting surrounding it, the agent didn't cancel the ticket/call the cops because the man didn't want to pay the bag fee or was slurring his words, it was because she was butthurt he was filming her, and then she has the gall to film him and still keep saying "I didn't give you permission to film me".

I am assuming UA contracts their agents at MSY? Off to the unemployment office for her.
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United1
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:55 am

zeke wrote:
2175301 wrote:
Edited to add that I forgot to mention that the video clearly shows that the Agent canceled the reservation specifically because he started recording her and she told him he did not have her permission to do that.

Have a great day,


Just keep in mind it would not have been the airline that escorted him from the terminal for being intoxicaed.


What's is telling is when PD arrived they asked him if he had been drinking. He replied obviously.... PD asked him if he had been drinking a lot and the guy said no but the cop could literally smell it coming off of him. What got the guy kicked off the flight was simple...he was drunk...he's staggering and slurring his speech.

https://www.youtube.com/watch?v=SPEDJkFy_zg

PD arrives at the 6:20 minute mark.
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FlyUSAir
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 3:59 am

jumbojet wrote:
MesaFlyGuy wrote:
the passenger was causing a scene, slurring his words.


you deducted this how? The article made no mention of him slurring words and even if he was, even if he was, so what. When did slurring words become grounds for cancelling a ticket? Again, UA is wrong and obviously, they have not learned a thing since Dr. Dao. Quite frankly, why anyone flies UA anymore is beyond me.

Next, how was the passenger causing a scene, what did he exactly do that caused a scene, breaking out his cell phone and recording? Nice try but not enough.

Lets see Oscar's response, bet it will go something like, 'Team, great job cancelling that passengers ticket. The passenger was rude, discourteous and was slurring his words. I stand behind you 100%, great work team!!!! :roll:


For once I am going to agree with you. The agent here acted out of line. Not once did I hear the reason being he was too intoxicated/wouldn't pay the fee, just how she was taken aback to being filmed. This woman has no place in customer service.

This is the total opposite to the Delta agent who was filmed, and who put on a show and set the record straight when he turned on the camera. She deserves a raise.
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flyguy89
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:12 am

United1 wrote:
zeke wrote:
2175301 wrote:
Edited to add that I forgot to mention that the video clearly shows that the Agent canceled the reservation specifically because he started recording her and she told him he did not have her permission to do that.

Have a great day,


Just keep in mind it would not have been the airline that escorted him from the terminal for being intoxicaed.


What's is telling is when PD arrived they asked him if he had been drinking. He replied obviously.... PD asked him if he had been drinking a lot and the guy said no but the cop could literally smell it coming off of him. What got the guy kicked off the flight was simple...he was drunk...he's staggering and slurring his speech.

https://www.youtube.com/watch?v=SPEDJkFy_zg

PD arrives at the 6:20 minute mark.


Holy...

Just watched the video, that guy is three sheets to the wind.
 
United1
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:28 am

flyguy89 wrote:
United1 wrote:
zeke wrote:

Just watched the video, that guy is three sheets to the wind.


Yup and while the ticket agent should not have resorted to using the same measures that he did (when they go low we go high) the end result would have been the same...the guy was not fit to fly on any airline.

Drunks are never fun to deal with ....

BTW...have been trying to sort out how to get a bag to cost $300? It's been a while since I've had to pay for one so not all that familiar with the fees.
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eastalt
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:33 am

As a Customer Service Agent for a major airline, I have learned the flying public will not tell the truth. When they are wrong and the conversation is not on their side they then start recording. A few days ago this happened to us with a delayed flight I was working. Many of the passengers began recording us. That's when we decided to turn the situation on the passengers. We set up a cell phone and began recording the passengers. We also recorded all the threats that were made and let them know our side would be made public on Social Media if we had to defend our selves. Many did not like this and backed down. Others left the gate without further incident. Just know, are thinking of ways to protect ourselves as well.
 
QueenoftheSkies
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:44 am

kaitakfan wrote:
Our ground agents are dealing with an over abundance of stress and frustration from customers pushing the envelope more than ever. 4am, drunk in her face giving her a hard time with a cell phone in her face. I can't blame her one bit for letting emotions get the best of her. Doesn't make it right, but I can't fathom how taxing the past few weeks have been for the front line employees of not only United but all airlines.


Then they are in the wrong industry. If you are starting to "lose" it, get back up and just walk away. She handled this terribly. I get it, passengers are difficult but as the employee you have to keep your cool. I wouldn't be surprised if she was terminated as a result.
 
flyguy89
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:45 am

United1 wrote:
flyguy89 wrote:
United1 wrote:


Yup and while the ticket agent should not have resorted to using the same measures that he did (when they go low we go high) the end result would have been the same...the guy was not fit to fly on any airline.

Drunks are never fun to deal with ....

BTW...have been trying to sort out how to get a bag to cost $300? It's been a while since I've had to pay for one so not all that familiar with the fees.

Based on the guy's behavior in the video and what the police officer was saying, it appears the agent or her manager (she alludes to the fact that her manager had already come over and explained everything to the guy) had probably already decided the guy was too drunk and what we're seeing is a frustrated agent's response to a drunk guy's belligerence while she has to wait with him for security. As you mentioned, she should have gone high, but her frustration is a bit more understandable now.
 
boilerla
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:51 am

Yeah this is just somebody trying to make hay out of nothing. The guy was drunk. Very, very drunk. Not happy drunk.

Imagine if he had been sat next to a passenger. Then we could be hearing from that passenger about how United sat him next to a drunk a**hat for a flight.

People like to side with the customer, but in reality the customer is rarely right. If the customer were always right, I could walk into McDonald's and order a McChicken sandwich with an organic free range chicken. Or I could refuse to pay more than a dollar for everything on the menu and try to barter. Or I could try to use three $1 off coupons that clearly say limit one per customer. These are all things that happened to me in various jobs I had growing up.

We have no idea what happened before the video started recording.
 
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zeke
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:51 am

United1 wrote:
What's is telling is when PD arrived they asked him if he had been drinking. He replied obviously.... PD asked him if he had been drinking a lot and the guy said no but the cop could literally smell it coming off of him. What got the guy kicked off the flight was simple...he was drunk...he's staggering and slurring his speech.

https://www.youtube.com/watch?v=SPEDJkFy_zg

PD arrives at the 6:20 minute mark.


The way he acted to the police, talking over them not listening etc, I can only imagine how he reacted with the checkin agents. Even the police were getting frustrated with him by the end.
Human rights lawyers are "ambulance chasers of the very worst kind.'" - Sky News
 
ILUVDC10S
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 4:57 am

The only form of transportation that I know of that you cannot take pictures or videos on is Greyhound Bus lines . Its clear as day on what you can do or cannot do while on Greyhound property or vehicles . Airlines and Amtrak are not very defined on what is allowed or not . Last I know you could film everywhere in a airport or passenger plane with exception of TSA Checkpoints only . Any updates I need to know about ?
 
FlyUSAir
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:01 am

ILUVDC10S wrote:
The only form of transportation that I know of that you cannot take pictures or videos on is Greyhound Bus lines . Its clear as day on what you can do or cannot do while on Greyhound property or vehicles . Airlines and Amtrak are not very defined on what is allowed or not . Last I know you could film everywhere in a airport or passenger plane with exception of TSA Checkpoints only . Any updates I need to know about ?


Most airlines allow you to film on their aircraft, but require you to ask permission of other people first if you are going to film them. They also have the right to ask you to stop and take you off if you don't comply. On the flip side, you are perfectly legally allowed to film whomever/whatever in the airport, provided you have legitimate business in the airport, are not creating a scene, and if you are filming the TSA you don't have their monitors in your pictures/videos.
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grbauc
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:04 am

flyguy84 wrote:
Did nobody watch the entire video? The man was removed from the terminal for being jntoxicated. Not sure why this is United's fault.


Its seems most people would rather be outraged.. If there were more employees to run the front lines instead of the bare bones staffing on flight and at check in and boarding. But for that we need higher fares and people just don't want that. I get it that agents and power trips gets old. Its seems to be more prevalent due to minimum staffing?

I had a BA agent decide that my roller bad that is the size of the box minus 1/2 inch of the wheels. It fits on every plane E175 up ive been on and including the BA A321 I took to AMS. But she said no way for the 767 I was on back to LHR. I was on a Paid First International ticket. I asked her really>? So I checked it and of course there was tons of room yada yada yada and I really can see where people just have enough. If I had to pay for the bag to be checked my control would of been tested. The bag box appears to be smaller slightly then US ones.

BA crews on the plane were some of the best I've ever had Hands down. GA and LHR staff through security were awful.
 
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KTPAFlyer
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:05 am

eastalt wrote:
As a Customer Service Agent for a major airline, I have learned the flying public will not tell the truth. When they are wrong and the conversation is not on their side they then start recording. A few days ago this happened to us with a delayed flight I was working. Many of the passengers began recording us. That's when we decided to turn the situation on the passengers. We set up a cell phone and began recording the passengers. We also recorded all the threats that were made and let them know our side would be made public on Social Media if we had to defend our selves. Many did not like this and backed down. Others left the gate without further incident. Just know, are thinking of ways to protect ourselves as well.


^This.
 
ILUVDC10S
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:16 am

If the guy had his receipt from the first flight that should have shut that ticket agent up fast ! If I were that person I would have asked to speak to the Manager on duty to iron the situation out. The manager would then be able to handle hie or her employee with re educating the ticket agent on fees and how to get help from a superior as not to escalate this further that is should . Bring the customer aside and offer a SRP and a voucher for dealing with that clearly out of control employee. And briefly discuss the bag fees to the passenger and let the customer go on about his or her business.
.
 
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zeke
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:32 am

ILUVDC10S wrote:
If the guy had his receipt from the first flight that should have shut that ticket agent up fast !


Fees are based upon the item presented at the time of check in, not what was presented days before, months before, or the previous year.
Human rights lawyers are "ambulance chasers of the very worst kind.'" - Sky News
 
laser1180
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:34 am

I do not think this agent handles the situation intelligently. She doesn't need to engage into it, simply walk away and have someone else to handle him. She is just setting herself up for more errors for him to pick on; his goal is for your engagement. In a tense situation like this, it is very easy for us to slip out words that we don't meant to say. Don't open up a can of worms. I deal with these passengers everyday. My best weapon is to smile and say "alrite, give me a min, let me get some help I will be right back" and walk right out.

However, this guy is clearly intoxicated in some level, otherwise the officers would not be so firm on kicking him out the terminal. Airport police do not automatically sided with airlines employees, they mostly try to diffuse the situation.

Also, this guy DOES have all the rights to record all he wants -BUT- airlines also have rights to refuse service if someone appears to be intoxicated, which in this case, he does seem to fit into every suspicions. But then again, I wasn't there in person, I can't judge by watching thru a video. Bottom line is, when cops is kicking you out the terminal, you don't ask "can i ask you a question" and don't be a smart ass about it. Deal with it like a real man.

I do have to say, with today's flying culture, I always be careful of what I say in public. The other day I had to deny some non-rev into first class cabin because of his dress code, I had to be very specific "Sir, since you are flying on a buddy pass and our company dress code requires you to have a collar shift to be in our first class cabin, do you have one? If not, no problem, you will be cleared in coach cabin". JUST in case someone is recording..
Last edited by laser1180 on Wed May 10, 2017 5:47 am, edited 3 times in total.
 
PlanesNTrains
Posts: 9524
Joined: Tue Feb 01, 2005 4:19 pm

Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:41 am

ILUVDC10S wrote:
If the guy had his receipt from the first flight that should have shut that ticket agent up fast ! If I were that person I would have asked to speak to the Manager on duty to iron the situation out. The manager would then be able to handle hie or her employee with re educating the ticket agent on fees and how to get help from a superior as not to escalate this further that is should . Bring the customer aside and offer a SRP and a voucher for dealing with that clearly out of control employee. And briefly discuss the bag fees to the passenger and let the customer go on about his or her business.
.


Did you watch the video?
-Dave


MAX’d out on MAX threads. If you are starting a thread, and it’s about the MAX - stop. There’s already a thread that covers it.
 
FlyUSAir
Posts: 387
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 5:42 am

laser1180 wrote:
I do not think this agent handles the situation intelligently. She doesn't need to engage into it, simply walk away and have someone else to handle him. She is just setting herself up for more errors for him to pick on; his goal is for your engagement. In a tense situation like this, it is very easy for us to slip out words that we don't meant to say. Don't open up a can of worms. I deal with these passengers everyday. My best weapon is to smile and say "alrite, give me a min, let me get some help I will be right back" and walk right now.

However, this guy is clearly intoxicated in some level, otherwise the officers would not be so firm on kicking him out the terminal. Airport police do not automatically sided with airlines employees, they mostly try to diffuse the situation.

Also, this guy DOES have all the rights to record all he wants -BUT- airlines also have rights to refuse service if someone appears to be intoxicated, which in this case, he does seem to fit into every suspicions. But then again, I wasn't there in person, I can't judge by watching thru a video.

Bottom line is, when cops is kicking you out the terminal, you don't ask "can i ask you a question" and be a smart ass about it. Deal with it like a real man.


Best post on here. :thumbsup:
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MD82/MD83/MD88/MD90 Q100/Q400
 
ILUVDC10S
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 6:17 am

PlanesNTrains wrote:
ILUVDC10S wrote:
If the guy had his receipt from the first flight that should have shut that ticket agent up fast ! If I were that person I would have asked to speak to the Manager on duty to iron the situation out. The manager would then be able to handle hie or her employee with re educating the ticket agent on fees and how to get help from a superior as not to escalate this further that is should . Bring the customer aside and offer a SRP and a voucher for dealing with that clearly out of control employee. And briefly discuss the bag fees to the passenger and let the customer go on about his or her business.
.


Did you watch the video?

Yes I did .
Okay so do we not have bars at airports ?
Do we stop selling liquid courage on planes ? FYI Loss of revenue for profits
And yes its New Orleans MSY was this during Mardi Gras? those bars are open almost round the clock aint they ?
And what about in DEN do they do THC tests before people enter the terminal for intoxication ?
 
PlanesNTrains
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 6:57 am

ILUVDC10S wrote:
PlanesNTrains wrote:
ILUVDC10S wrote:
If the guy had his receipt from the first flight that should have shut that ticket agent up fast ! If I were that person I would have asked to speak to the Manager on duty to iron the situation out. The manager would then be able to handle hie or her employee with re educating the ticket agent on fees and how to get help from a superior as not to escalate this further that is should . Bring the customer aside and offer a SRP and a voucher for dealing with that clearly out of control employee. And briefly discuss the bag fees to the passenger and let the customer go on about his or her business.
.


Did you watch the video?

Yes I did .
Okay so do we not have bars at airports ?
Do we stop selling liquid courage on planes ? FYI Loss of revenue for profits
And yes its New Orleans MSY was this during Mardi Gras? those bars are open almost round the clock aint they ?
And what about in DEN do they do THC tests before people enter the terminal for intoxication ?


I don't know why I asked.
-Dave


MAX’d out on MAX threads. If you are starting a thread, and it’s about the MAX - stop. There’s already a thread that covers it.
 
rbavfan
Posts: 3630
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 6:58 am

travaz wrote:
Good Lord! What ever happened to common sense CS?
" I am sorry sir but that bag will be 300.00 to check" You did" You paid 150 on the outbound trip? Yes I see that so that bag will be 150.00 Thank You sir"
What ever happened to the customer is always right? There is a lot of talk about bad CS on Spirit but UA is running a close second!


The Biulky bag might have not been full on the flight out, but filled up for the flight back. A common issue when people travel. They buy things and stick it in their luggage. Once they do the Biulky bag that was oversized before is now also overweight, thus another fee. UA fee's for bags seem to be at $150 for oversized & $150 for for over weight bags.
 
flyguy89
Posts: 3119
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 7:15 am

ILUVDC10S wrote:
PlanesNTrains wrote:
ILUVDC10S wrote:
If the guy had his receipt from the first flight that should have shut that ticket agent up fast ! If I were that person I would have asked to speak to the Manager on duty to iron the situation out. The manager would then be able to handle hie or her employee with re educating the ticket agent on fees and how to get help from a superior as not to escalate this further that is should . Bring the customer aside and offer a SRP and a voucher for dealing with that clearly out of control employee. And briefly discuss the bag fees to the passenger and let the customer go on about his or her business.
.


Did you watch the video?

Yes I did .
Okay so do we not have bars at airports ?
Do we stop selling liquid courage on planes ? FYI Loss of revenue for profits
And yes its New Orleans MSY was this during Mardi Gras? those bars are open almost round the clock aint they ?
And what about in DEN do they do THC tests before people enter the terminal for intoxication ?

Okay so what do any of those things have to do with the fact that public intoxication is a misdemeanor crime for which airlines are required by law to deny transport?
 
SurlyBonds
Posts: 406
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 7:34 am

eastalt wrote:
As a Customer Service Agent for a major airline, I have learned the flying public will not tell the truth. When they are wrong and the conversation is not on their side they then start recording.


First off, how *dare* you? No one in the flying public tells the truth? Ever? That's incredibly presumptuous of you and the CUSTOMERS who are ultimately the reason for your business' existence.

Second, airlines (like many organizations) record customer service phone calls "to better serve you." Turnabout is fair play. If the customer suspects he's being wronged, that's totally legitimate. And we've seen plenty of incidents recently where a customer WAS wronged, and where the public at large found out about it only due to a recording.
 
dc10co
Posts: 142
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 8:23 am

As someone with inside knowledge of this situation, let me tell you what happened before this man started filming. The agent being filmed is the lead agent for the ticket counter and was in the middle of assisting another customer. This is why she is on the phone for almost the entire video, trying to resolve the issue with the customer she was helping. The man filming was being helped by another agent who explained to him that his bag was oversized and overweight and that the fee was $325. This is clearly stated on the UA website, $200 oversized, $100 overweight, and $25 first bag fee and the man was explained this breakdown as well. It can also be clearly seen in the video the man is filming that the bag weighs over 60 pounds and is clearly oversized.

So the man filming became irate at the first agent and demanded to speak to a manager, but because it was 3:30AM and the counter had just opened there was no MOD at the time only a lead agent. As soon as he found out she was the lead he stormed over to her and refused to wait for her to finish helping the customer she was already assisting. When he was asked to wait for her to finish a second time is when he pulled out the camera and began filming.

As someone who also knows this agent personally, she loves her job and is one of the most kind and compassionate people you will ever meet. Nobody can sit here and tell me that it's easy to deal with an irate man shoving a camera in your face at 3AM because he was too impatient to wait for you to finish with the customer that you were already helping. It's so easy for people to play Monday morning quarterback online after watching a short video and say "she's a disgrace" or "deserves to be fired" when in actuality you have no idea who this person is as an individual, you just place them into your cookie cutter mold of "another bitter airline employee". But maybe when you sit behind the veil of your computer screen you should take a moment and realize that this person is an actual human being too, and think about what you would say if you knew this person on a personal level.
Listen Betty, don't start up with your white zone shit again.
 
mjoelnir
Posts: 9411
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 8:45 am

Baggage fee. I went on the UA homepage and could not find how that UA agent managed to calculate 300 USD bag fee for a single flight New Orleans to San Francisco. One extra 70 lbs bag at 300 USD from New Orleans to San Francisco?
Is here on this thread somebody from UA that could tell us how the Gate Agent got to 300 USD? 125 I imagine is high, but trhat is the amount given for an extra 70 lbs bag from MSY to SFO on the UA web page. One does see the bag, the normal over sized monster bag travelers from the USA move around the whole world, but 300 USD?

The gate agent was wrong. The given reason for canceling the ticket and removing the passenger out of her sight was pure nonsense. If she wants to deny boarding because, to her judgement the customer is intoxicated, she should say so, especially when she is on camera.

The shit storm here in regards to the passenger is not understandable. There are wildly imaginative explanation how the customer just has to be wrong.
The simple truth is, there was a gate agent with serious overreach regarding her authority. It would also be interesting to know how the law enforcement removes the person on her say so only.
Last edited by mjoelnir on Wed May 10, 2017 8:50 am, edited 1 time in total.
 
PlanesNTrains
Posts: 9524
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Re: UA Agent Canceled His Reservation Because He Filmed Her in Bag Dispute

Wed May 10, 2017 8:46 am

SurlyBonds wrote:
eastalt wrote:
As a Customer Service Agent for a major airline, I have learned the flying public will not tell the truth. When they are wrong and the conversation is not on their side they then start recording.


First off, how *dare* you? No one in the flying public tells the truth? Ever? That's incredibly presumptuous of you and the CUSTOMERS who are ultimately the reason for your business' existence.

Second, airlines (like many organizations) record customer service phone calls "to better serve you." Turnabout is fair play. If the customer suspects he's being wronged, that's totally legitimate. And we've seen plenty of incidents recently where a customer WAS wronged, and where the public at large found out about it only due to a recording.


With respect, I don't think he's saying ALL customers are liars. I think he's saying that, in a lot of situations, customers will try to work the system even if it means stretching the truth or indeed lying. I'm not sure if you've been in a front-facing customer service position but my experience is that the vast majority of people are great but some will say or do whatever they have to to save a nickel, get their way, scam, etc. Thankfully I've never had someone thrust a phone in my face. If you do that, I had better have deserved it.

Secondly, recording the phone call serves all parties as it both encourages the employee to be good and it also lets the customer know that they won't be able to make something up later. Having a drunk guy thrust his phone in someone's face at 3am because he doesn't want to pay the fees is just not the same thing.
-Dave


MAX’d out on MAX threads. If you are starting a thread, and it’s about the MAX - stop. There’s already a thread that covers it.

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