A United Airlines employee is under investigation after a viral video showed her threatening to call U.S. Immigration and Customs Enforcement (ICE) on a customer during a ticketing dispute at San Francisco International Airport. The incident, which occurred last week, has sparked widespread attention and criticism.
Core Facts & Immediate Action
Julio Varela, a 54-year-old Mexican American father, recorded the interaction after a heated exchange with a United Airlines customer service agent. In the video, the employee says, "Maybe we should call ICE on you," followed by, "You don’t act like a citizen, get away." Varela, his wife, and their three daughters are all U.S. citizens. United Airlines confirmed on Monday that it is investigating the incident.
Deeper Dive & Context
The dispute began when Varela and his family were trying to resolve a ticketing issue for one of his daughters, whose ticket had been issued with her middle name as her last name. Varela said the employee was dismissive and refused to help, leading to the confrontation. He asked for her name to report her, but she declined, and both parties began recording each other. Varela posted the video on Reddit, where it quickly gained traction.
Varela expressed shock and anger at the employee’s threat, stating that it was "so demeaning." He also mentioned concerns about his family’s safety, as his children were present during the incident. The family had been at the airport for hours trying to resolve the issue before the confrontation occurred.
United Airlines has not yet released a statement on the investigation or the employee’s status. The incident comes amid broader discussions about racial discrimination and immigration enforcement in the U.S.