A United ticket agent in New Orleans cancelled a man’s ticket for pulling out his phone and recording her during an argument over baggage fees.
Watch the video–
— Navang Oza (@Navang25) May 8, 2017
Apparently the man had paid $125 for his oversized bag on his trip from San Francisco to New Orleans but was quoted $300, more than double, for the return trip. He protested, an argument ensued, and he pulled out his camera to record the conversation.
The agent become angrier, demanding that he cease recording and then cancelling his ticket as a result.
Was it Legal to Record Ticket Counter Agent?
United’s prohibition (I should know…) covers onboard photography, not in a public place such as an airport check-in lobby. The man was not legally prohibited from taking pictures.
United offered this commentary on the event–
The video does not reflect the positive customer experience we strive to offer, and for that we apologize. We are reviewing this situation, including talking with Mr. Oza and our employees to better understand what happened.
Who knows — maybe his oversized baggage cost only $125 on the way out because the agent did not weigh it correctly. Perhaps he added additional weight to it for the trip home? We just don’t know so it will do not good to speculate.
But even if we assume the worst–that the passenger was still tipsy from last night and unfairly confrontational, the ticket agent’s reaction was unprofessional.
United once again finds itself in the news…with another customer service dustup that undermines the airline’s new service guarantee. What do you think about this latest controversy?