Racial profiling by United premier rep
#1
Original Poster
Join Date: Jun 2013
Posts: 630
Racial profiling by United premier rep
Hi All,
I've been traveling 75-100K miles a year for the past 6-7 years, most of my travel is with United. Last year was the first time I made it to 1K. I'm middle eastern, brown skinned, and often have beard. Every now and then I run into situations where I'm "randomly" selected to additional search, but that's about it. Yesterday, I've run into what I believe is ugly racial profiling by United 1K/Premier rep, in Boston Logan airport. You'd be the judge:
9:20am: Landed in BOS from YHZ and started running to make my short connection to UA525.
9:25am: Noticed my eTicket doesn't show up in the United app, and the hard copy I have is still showing Y.
9:30am: Arrived to the 1K/Premier desk in Logan airport, first in line.
- this is where things started to get ugly
9:32am: My turn comes, I walk towards the check-in counter and hear the United rep shouting towards me (I'm the only person there) "this line is for F and 1K passengers only, you need to go there" pointing at the Economy check-in, I kept walking towards the lady in the 1K check-in counter and the lady kept persisting that I belong in the economy check-in before even validating ID, ticket or class. I responded and asked her "how do you know I'm not F or 1K passenger?" and she mumbled something to herself. At this point I told her I'm flying F and 1K, and she printed my ticket, before cheerfully saying "you will not make it anyway" implying that I will miss my connecting flight. At this point I asked for her badge information as I wanted to file a complaint later but turned around and left.
9:35am: Rushing to clear security
9:40am: Made it in time to board my flight
I've been traveling 75-100K miles a year for the past 6-7 years, most of my travel is with United. Last year was the first time I made it to 1K. I'm middle eastern, brown skinned, and often have beard. Every now and then I run into situations where I'm "randomly" selected to additional search, but that's about it. Yesterday, I've run into what I believe is ugly racial profiling by United 1K/Premier rep, in Boston Logan airport. You'd be the judge:
9:20am: Landed in BOS from YHZ and started running to make my short connection to UA525.
9:25am: Noticed my eTicket doesn't show up in the United app, and the hard copy I have is still showing Y.
9:30am: Arrived to the 1K/Premier desk in Logan airport, first in line.
- this is where things started to get ugly
9:32am: My turn comes, I walk towards the check-in counter and hear the United rep shouting towards me (I'm the only person there) "this line is for F and 1K passengers only, you need to go there" pointing at the Economy check-in, I kept walking towards the lady in the 1K check-in counter and the lady kept persisting that I belong in the economy check-in before even validating ID, ticket or class. I responded and asked her "how do you know I'm not F or 1K passenger?" and she mumbled something to herself. At this point I told her I'm flying F and 1K, and she printed my ticket, before cheerfully saying "you will not make it anyway" implying that I will miss my connecting flight. At this point I asked for her badge information as I wanted to file a complaint later but turned around and left.
9:35am: Rushing to clear security
9:40am: Made it in time to board my flight
#4
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,857
Appears profiling and handled poorly --- but could it be an age issue or manner of dress? Others have mentioned those as issues.
Were you lacking a BP to get thru security? Otherwise I would gone to the gate (to save time) to address the seat issue. Or used a kiosk.
Were you lacking a BP to get thru security? Otherwise I would gone to the gate (to save time) to address the seat issue. Or used a kiosk.
#5
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,464
The 'random' searches are the prerogative of TSA, assuming you're referring to SSSS.
As for your 9:32a incident, I have had similar assumptions directed my way, but there's really no point fighting someone about it. Just prove the assumption incorrect and move on to your flight.
edit:
If you want to write a report, that's probably the best avenue available.
As for your 9:32a incident, I have had similar assumptions directed my way, but there's really no point fighting someone about it. Just prove the assumption incorrect and move on to your flight.
edit:
If you want to write a report, that's probably the best avenue available.
#7
Join Date: Nov 2013
Location: CO
Programs: UA OG-1K, Marriott Plat, Hertz PC
Posts: 1,360
The 'random' searches are the prerogative of TSA, assuming you're referring to SSSS.
As for your 9:32a incident, I have had similar assumptions directed my way, but there's really no point fighting someone about it. Just prove the assumption incorrect and move on to your flight.
edit:
If you want to write a report, that's probably the best avenue available.
As for your 9:32a incident, I have had similar assumptions directed my way, but there's really no point fighting someone about it. Just prove the assumption incorrect and move on to your flight.
edit:
If you want to write a report, that's probably the best avenue available.
Report them. My guess is if it is a real issue, and not some transient issue, that she'll eventually get other reports and a trend will appear. Absent any overt behavior and comment, it is tough to parse what actually was in her head. A comment to 1K is an appropriate allocation of time, with out any more substantive 'there' there.
Sometimes lazy looks like racism.
Maybe she could smell the new 1K on you, or you weren't acting 'overentitled' so she thought you weren't a 1K.....
#8
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,464
Why bring up the "SSSS" hex?
Report them. My guess is if it is a real issue, and not some transient issue, that she'll eventually get other reports and a trend will appear. Absent any overt behavior and comment, it is tough to parse what actually was in her head. A comment to 1K is an appropriate allocation of time, with out any more substantive 'there' there.
Sometimes lazy looks like racism.
Maybe she could smell the new 1K on you, or you weren't acting 'overentitled' so she thought you weren't a 1K.....
Report them. My guess is if it is a real issue, and not some transient issue, that she'll eventually get other reports and a trend will appear. Absent any overt behavior and comment, it is tough to parse what actually was in her head. A comment to 1K is an appropriate allocation of time, with out any more substantive 'there' there.
Sometimes lazy looks like racism.
Maybe she could smell the new 1K on you, or you weren't acting 'overentitled' so she thought you weren't a 1K.....
#10
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
I am a youngish looking, albeit no longer young , Asian. This is almost routine for me. They often use gestures and simple English words as if I cannot understand English. I just ignore it, check in and move on. Not worth my effort to fight it.
#11
Original Poster
Join Date: Jun 2013
Posts: 630
Appears profiling and handled poorly --- but could it be an age issue or manner of dress? Others have mentioned those as issues.
Were you lacking a BP to get thru security? Otherwise I would gone to the gate (to save time) to address the seat issue. Or used a kiosk.
Were you lacking a BP to get thru security? Otherwise I would gone to the gate (to save time) to address the seat issue. Or used a kiosk.
I didn't want to use the regular security lane and my AC BP didn't show PreCheck and also showed Y. The kiosk directed me to see a rep.
It has noting to do with SSSS, there are certain stereotypes that will bump your chances for additional security checks, now this can take 1 or 30 minutes, depends on how comprehensive the check is.
#12
Join Date: Jun 2005
Posts: 208
I don't know how SSSS truly works, but I do a lot of flying to a lot of weird places and have only been through secondary once that I can remember. I'm a 49 y/o white guy in a collared shirt. I've had Clear/Pre/GA for a few years so maybe that takes me out of the random pool, but even before that - only once in 20+ years.
#13
Join Date: May 2014
Location: DMV
Posts: 2,092
Given the staffer did nothing to disparage your ethnicity or race..doesn't the fact that you assume bad customer service is automatically linked to your ethnicity indicate that you're yourself rather self-conscious about matching a certain profile. I can't look into that staffer's head, but I have a hunch that people of all sorts of background get crappy customer service from United (United is the only airline where a staffer ever got loud with me and I'm a white European male).
#14
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,464
It could be the clothes. Still shouldn't happen.
I didn't want to use the regular security lane and my AC BP didn't show PreCheck and also showed Y. The kiosk directed me to see a rep.
It has noting to do with SSSS, there are certain stereotypes that will bump your chances for additional security checks, now this can take 1 or 30 minutes, depends on how comprehensive the check is.
I didn't want to use the regular security lane and my AC BP didn't show PreCheck and also showed Y. The kiosk directed me to see a rep.
It has noting to do with SSSS, there are certain stereotypes that will bump your chances for additional security checks, now this can take 1 or 30 minutes, depends on how comprehensive the check is.
#15
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Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
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