CAPTMARK

I would say bad customer service. The lady that works the 1k check in (one of them) is not very customer friendly

i seen her treat other customers same way.

justsawaufo

it's nothing to do with UA reps being involved. it all happens when going through security, examples:

1. Stop to take swabs out of clothes, hands, electronics
2. Random bag searches
3. Random questioning after passing through security
4. References to secondary immigration

but it seems like the topic is turning into 'blaming UA for DHS security issues' and it has nothing to do with this original incident

etc

chermorg

As others have asked, I am wondering if you're conflating TSA and UA responsibility and realm of access. UA sends your data to TSA anytime you buy a ticket, and the TSA will tell UA "this person has been selected for extra screening" - at which point SSSS is printed. Agents are technically able to add or remove SSSS from a boarding pass (although to my knowledge removing it is not supposed to be done in virtually any circumstance and is audited) - and they can handwrite it in too (if they really wanted to mess with you). That being said, if you did not have any sort of SSSS or other indicator on your boarding pass, United had absolutely no play in getting you this "additional security checks" - once you go to the TSA checkpoint it's all TSA. Maybe more information on what exactly these "additional security checks" are, as well as a timeline of when they occur (do you get informed at check in? at TSA? after going through the screening?) and who is telling you these things.

Ah, then this is a completely different issue than your United Premier Access struggles (which I can certainly empathize with). That type of thing is either a TSA or CBP issue, not a United issue. I experience the whole "no way you're Premier" when flying sometimes and I tend to just take it in stride and continue on (I happen to like the look on their face when they see that they're wrong).

mahasamatman

Which makes it irrelvant to this thread.

If you feel wronged, file a complaint (providing only the relevant facts), but you can't expect anyone here to make that decision for you. There is insufficient information in the initial report for anyone to come to any reasonable conclusions. It's all conjecture and hearsay.

UAflyer93

As a young frequent flyer, this happens to me all the time, but mostly on United by the agents manning the front of the 1K lines. “Honey, this is the first class line. You need to check-in over there.” (Points at economy)

One time, even after I told the agent I was 1K, she told me “sir, I don’t think you heard me. You are in the wrong line.”

Repooc17

As a minority who has seen a lot during my lifetime, I would like to echo this post.

Stop play the race card without facts.

narvik

I've stopped making eye contact with the 1K/Polaris agents a long time ago. I just ignore them and walk past. just don't feel the need to confirm I am in the right "lane" to them anymore.
Although recently, as a 1K in Y, when entering the kiosk area of 1K/Polaris at EWR and being asked: "Business Class?" I just answered "No" and kept on walking.

halls120

What other reason would the agent make the assumption? I see only 3 possible reasons - a passenger's age, how the passenger is dressed, and the their skin color. One of of three, the agent was making a racist assumption.

Aussienarelle

If the incident upset you enough that you posted it in FT, then report it.

These days I am a middle age white woman, but in my younger days I was a senior executive at a very young age when everyone else was a white male, i.e. the "old boy's club". Many people would make assumptions about me but the classic was the partner from a (then) Big 8 Accounting firm who informed me rather self-importantly that he was here to meet with (my name) and he would like a cup of coffee with sugar while he waited. I got him the cup of coffee and then informed him I was who he was meeting with. He was sufficiently embarrassed and told me he was never assuming again. Sometimes it is ignorance, sometimes it is background, and sometimes it is just someone needing to help them understand.

It may be the agent was having a bad day, but it may be this is the person's background shaping their viewpoint. Not saying it is acceptable and only you can decide how to deal with it. Although based on some of the comments others have been experiencing it does sound like UA may want to undergo some CS training for their folks - perhaps have the SAN agents provide peer training. Some of the best UA CS reps I have encountered.

When I feel the CS service has been particularly galling (my first Polaris experience comes to mind) I do report it as I think some behavior is vindictive and pointed at particular people and the person needs to be highlighted for such bad CS experiences for the customer. Other times, I can see the person is stressed and it is not personal so treat the UA rep kindly and move on. Facts and circumstances.

Kacee

It's definitely poor customer service. Up to you to decide whether worth reporting.

I get that about 1 time in 10 at SFO. I'm white, middle aged, and clean cut.

They always say I've been "randomly selected." It's pretty annoying.

riphamilton

Halo117

I think age/dress profiling is the issue. My recent LAX-SIN flight had the same issue. Boarding door 1L was asked to produce my bp..i said seat 4e...sir may i see your bp...rolled eyes as previous 4 pax were not asked...then saw my bp with 1k on it...said it is a security messure to ensure you boarded the correct flight. So not only was i profiled, but my intelligence was questioned. The second FA saw the exchange and saw the 1k bp from afar. I think he saw my reaction to the security comment, so welcomed me by offering a beverage right then and there. Glad the first FA was not serving me.rest of flight was great and they had hot bites!

It's a customer service industry...just some employees ignore the customer part.

twkidM3

Had this happened to me in SFO. Not by UA rep, but from custom agent after picking up luggage from carousel in intl arrival. Being Chinese, another Chinese agent walked up to us asked us about bringing food. We said NO and she write some letters on the paperwork. All of us went through screening again and luggage on a search. We told the agents we flown for 20 years and never brought food back. We travel enough to cut food cravings and have no need to bring food to USA. Pathetic and a waste of time by your own people profiling you.

halls120

It could in fact be the passenger's age or how he/she is dressed. It could also be race. I'm puzzled as to why so many people want to conclude that it is not race, when there is a 1 in 3 chance it could be.

jsloan

Your implicit assumption is that all three of your possibilities are equally likely.