Incident w/ pro tennis player, too many carryon items/oversized bag & "aggressive GA"
Jun 9, 2017, 8:14 am
#46
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No airline does this. Except in America.
Jun 9, 2017, 8:37 am
#47
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For those that haven't read the link, here is a quote from the professional tennis player, who is also a 1K:
I struggle to find any way to justify this type of behavior from United staff. I also have to think there is a major failure in management oversight to continue to allow these interactions.
I don't think United is blanket-ly racist, and I mostly have good interactions with ground and flight staff. But United really needs to fundamentally shift some attitudes if they are ever going to change their narrative on customer service.
“I started with 2 carry-ons, one tennis bag and one backpack, both of which fit into the measurement scale for carry-on bags, but she refused to let me board with the tennis bag,” Zhang wrote. “She even manually stretched out and fully expanded my tennis bag with air and empty space so that it would appear to exceed the maximum length of a carry-on, and she took a photo of it as proof that it doesn’t meet the size requirement!”
Although frustrated with the turn of events, Zhang eventually gave in and finally agreed to check in the tennis bag. However, she was faced with further demands from the employee, who then insisted that her five rackets and two small suits counted as seven separate items of luggage.
Although frustrated with the turn of events, Zhang eventually gave in and finally agreed to check in the tennis bag. However, she was faced with further demands from the employee, who then insisted that her five rackets and two small suits counted as seven separate items of luggage.
I don't think United is blanket-ly racist, and I mostly have good interactions with ground and flight staff. But United really needs to fundamentally shift some attitudes if they are ever going to change their narrative on customer service.
Jun 9, 2017, 8:43 am
#48
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I get it. Had a similar experience in Denver earlier this year. 400k miles a year with exactly the same luggage (completely legal) and for some reason, there was a nutball GA who didn't want to let me on the plane. "I think you're going to take things out of your bag during the flight so it counts as 3 bags. Your bag doesn't slide into the measuring rack smoothly enough." Etc. Etc. All the other agents were rolling their eyes. I don't really blame UA for this, but they do need to make an effort to weed out these crackpot misanthropes.
And BTW - I find the vast majority of UA staff to be very professional and pleasant and some are just outstanding.
And BTW - I find the vast majority of UA staff to be very professional and pleasant and some are just outstanding.
Jun 9, 2017, 8:48 am
#49
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Jun 9, 2017, 9:01 am
#50
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I've never seen a tennis racket that comes with a hard case. Most tennis bags are nylon and while they probably exist, I've never personally seen a hard case for tennis rackets.
Just a backpack and a tennis bag should be fine for carry-on. It seems like there's fault on both sides here, with the passenger trying to push the limits of the carry-on rules, and the GA being overzealous in enforcing those rules. It's absurd to count each racket as a piece of luggage, if a piece of luggage inside another piece of luggage still counts as 2 pieces, why do they make those announcements about consolidating items?
Just a backpack and a tennis bag should be fine for carry-on. It seems like there's fault on both sides here, with the passenger trying to push the limits of the carry-on rules, and the GA being overzealous in enforcing those rules. It's absurd to count each racket as a piece of luggage, if a piece of luggage inside another piece of luggage still counts as 2 pieces, why do they make those announcements about consolidating items?
From what I'm reading, there were no fully compliant participants in this incident.
FAB
Jun 9, 2017, 9:06 am
#51
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Jun 9, 2017, 9:09 am
#52
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Off-topic, but, yes: https://en.wikipedia.org/wiki/List_o..._by_population
Jun 9, 2017, 9:43 am
#53
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The agent should have known better to treat there best customers better than that.
I could understand if this was just a regular flyer buying the cheapest fare creating a fuss but this isn't.
Jun 9, 2017, 9:48 am
#54
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As somebody who worked for years in front line customer services, I had numerous complaints from customers who totally believed that the phrase "I'm sorry Sir/Madam, but that is not something I can do for you" constituted rude and abusive behaviour.
Luckily in those days they didn't have social media to go running to, so that there "plight" immediately became a national media story thanks to bone idle journalists who believe that researching stories means just constantly browsing Facebook and Flyertalk.
Luckily in those days they didn't have social media to go running to, so that there "plight" immediately became a national media story thanks to bone idle journalists who believe that researching stories means just constantly browsing Facebook and Flyertalk.
Jun 9, 2017, 10:04 am
#55
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As soon as she snatched and damaged the flyer's BP and passport, that was the moment to call in the police. Common assault and theft.
I have encountered that GA before. She is a pest, and like all pests, needs to be terminated. She is certainly not doing the airline's reputation any good.
I have encountered that GA before. She is a pest, and like all pests, needs to be terminated. She is certainly not doing the airline's reputation any good.
Jun 9, 2017, 10:45 am
#56
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So this passenger blatantly ignored the carry on restrictions and it's UA that's in the wrong.... 
So the rules don't apply to 1K? Where in the terms is that?
So the rules don't apply to 1K? Where in the terms is that?
Last edited by WineCountryUA; Jun 9, 2017 at 11:23 am Reason: merging consecutive posts by same member
Jun 9, 2017, 10:54 am
#57
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rding to the passenger account quoted above, she started with the allowable two carryon bags that were compliant. She ended up with more when the GA started pulling things out of these bags.
Jun 9, 2017, 10:59 am
#58
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Once in a blue moon, some real information appears on facebook (if you are willing to believe it, and given the 99th percentile writing quality by FB standards, I'll vote "yes")...
I believe what we can take from this, is that professional tennis players have to 1) gamble that the GA doesn't enforce the carry-on size rules, 2) buy a hard case and check the equipment, or 3) buy a second ticket for your equipment (and a hard case) and place that in the seat next to you.
(from a FB post commenting on the complainant's post and other people's comments)
Hey trigger happy morons, try doing a little research to verify claims before you accept a narrative. The tennis player is clearly lying about the bag being compact (then entended by the UA agent) as the standard dimension length for a tennis racket, especially a tournament type racket, is between 27-29". The max length on the measurement box (for dummies) is 22". Even positioned at an angle (like the tennis player's pic shows), her bag could not hope to fit within the max angled length of 26" so NO, the BAG DOESN'T FIT, and yes, this "professional" is clearly lying about the situation. I can't believe how stupid some of you people are calling others "racist" when you're the same idiots who side with some stranger who is lying because she is asian.
I usually find it questionable to accept the narrative of someone who has already proven they have lied within the same narrative they are peddling. I just came back from a vacation using UA and yes, some agents are pricks but that does not mean every time they come up in the limelight of someone's story, they are guilty until proven innocent.
Hey trigger happy morons, try doing a little research to verify claims before you accept a narrative. The tennis player is clearly lying about the bag being compact (then entended by the UA agent) as the standard dimension length for a tennis racket, especially a tournament type racket, is between 27-29". The max length on the measurement box (for dummies) is 22". Even positioned at an angle (like the tennis player's pic shows), her bag could not hope to fit within the max angled length of 26" so NO, the BAG DOESN'T FIT, and yes, this "professional" is clearly lying about the situation. I can't believe how stupid some of you people are calling others "racist" when you're the same idiots who side with some stranger who is lying because she is asian.
I usually find it questionable to accept the narrative of someone who has already proven they have lied within the same narrative they are peddling. I just came back from a vacation using UA and yes, some agents are pricks but that does not mean every time they come up in the limelight of someone's story, they are guilty until proven innocent.
Jun 9, 2017, 11:10 am
#59
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The worst part is the passenger plays the race card.
Jun 9, 2017, 11:20 am
#60
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st #47 of this thread. That is said to be a direct quote from the passenger. Of course the truth here is likely somewhere in the middle. Would the tennis racket bag fit in the overhead? Almost certainly. Would it fit in the sizer? Perhaps not given the details on tennis racket size above.
The worst part is the passenger plays the race card.