United probing incident after employee’s ICE threat caught on video

United Airlines Investigates After Staff Member's Immigration Threat Goes Viral

Cybersecarmor.com – A United Airlines representative sparked controversy at San Francisco International Airport when she threatened to contact immigration authorities during a dispute with a passenger's family. The incident, which was captured on video and shared online, has prompted an internal review by the airline. According to reports from NBC News and ABC 7, the confrontation occurred following a tense discussion about ticketing issues. In the footage, which was subsequently posted to Reddit, the United employee can be heard telling the passenger that he was "not acting like a citizen" and suggesting she might call U.S. Immigration and Customs Enforcement on him and his relatives.

The Ticketing Complication

Julio Varela and his family were scheduled to travel from San Francisco to Montreal, Canada, earlier this month. Their journey was booked through United Airlines but operated by Air Canada, according to multiple news sources. Before departing, the Varelas discovered an error on their daughter's ticket that required correction. Varela explained to NBC News that his wife had accidentally reversed her daughter's middle and last names in the booking system several months prior when making the reservation online. The family spent approximately 15 hours over a two-week period attempting to resolve the documentation problem. They also arrived at the airport well ahead of schedule, dedicating an additional three hours to discussions with representatives from both United and Air Canada.

The Confrontation Unfolds

Because two different airlines were involved in the booking, the Varelas had to navigate both carriers' ticketing systems to correct the error. This process is when the heated exchange was recorded on camera. Varela told various media outlets that Air Canada successfully corrected his family's tickets. However, by that point, the United employee appeared to have stopped trying to assist them. When both Varela and an Air Canada representative urged the United employee to update the ticket, she reportedly told them there was nothing more she could do and expressed indifference about whether the family missed their departure.

"She said, 'I'm not dealing with it, it ain't my problem,'" Varela told KQED. "That is when I was like, 'Man, you're so lazy, so rude.' And she was like, 'Why are you calling me this?' I go, 'Yeah, what's your name?' That's when I pulled out my phone."

Varela began recording the employee, requesting her name so he could file a complaint. The employee declined and retrieved her own phone to film him in return. The argument continued until the employee walked away from Varela and entered a restricted area designated for authorized personnel.

The ICE Threat

In a subsequent video posted to Reddit, the employee returned to the ticketing counter and began filming Varela once more. She then made the immigration-related comment that would become the focal point of the incident.

"Maybe we should call ICE on you," the employee says. "'Cause you don't act like a citizen. Get away."

Varela confirmed to KQED that he was born in Mexico but holds U.S. citizenship through naturalization. The family resides in San Ramon, California, located approximately 35 miles east of San Francisco.

"I am Mexican. I was born in Mexico, I am a U.S. citizen. I own my own business. I pay taxes. I employ people," Varela told the outlet. "For her, especially with what's going on right now in America … to say that to a minority, especially a Hispanic person, I think it's really, really hateful and it's really racist."

Resolution and Response

The family ultimately boarded their flight after another United employee stepped in and resolved the situation, according to KQED's coverage. In a statement provided to USA TODAY, United Airlines confirmed it is "looking into the interaction in this video," noting that it does not have additional information to share at this time. SFO airport officials did not respond to USA TODAY's request for comment. IAM 141, the union representing airline workers, also did not respond to USA TODAY's inquiry. However, the organization confirmed to USA TODAY that the employee "is being held out of service pending further investigation." In a separate statement shared with NBC News, IAM indicated it was aware of the video and working to verify its authenticity.

"As depicted, the comments made in the video do not reflect the views or values of the IAM Union," the union went on to say. "Any potential matters arising from this incident will be handled through the appropriate processes established by the collective bargaining agreement."

Drew Pittock covers national trending news for USA TODAY. He can be reached at DPittock@usatodayco.com.