A United Airlines agent at San Francisco International Airport threatened to call Immigration and Customs Enforcement on a passenger, telling him "you don't act like a citizen" before attempting to record him on video, according to footage captured at the gate.
The incident occurred during a boarding or customer service interaction at SFO. The agent's comments and actions toward the passenger sparked immediate concern about discriminatory behavior and workplace conduct standards at the carrier.
The exchange represents a troubling intersection of travel, customer service, and immigration enforcement. United, one of the "Big Three" U.S. carriers alongside American and Delta, operates major operations at SFO, where international and domestic passengers mix constantly. The airport handles roughly 60 million passengers annually, making it a flagship hub where service standards carry particular weight.
This incident adds to ongoing scrutiny of airline staff behavior during the post-pandemic travel surge. Flight crews and ground agents have faced intense pressure managing increased passenger volumes, vaccine mandates, and mask policies. However, allegations of discriminatory behavior based on national origin or appearance cross a clear line beyond operational stress.
The agent's suggestion to invoke ICE raises additional concerns about potential profiling. ICE involvement in airport settings typically requires actual immigration violations or federal warrants, not appearance or demeanor. The comment "you don't act like a citizen" invokes subjective judgment with no legal foundation.
United declined to comment on specifics but confirmed investigating the incident. The airline's policy prohibits discrimination based on protected characteristics. Ground personnel training typically emphasizes professional boundaries and non-discriminatory conduct.
For travelers, the incident underscores the reality that interactions with airline staff can escalate unexpectedly. Recording encounters provides documentation but also triggered this agent's adverse reaction. Passengers navigating SFO or other major hubs should expect professional treatment regardless of appearance or accent, and escalation to management represents a legitimate response when staff behavior turns