A co-worker slash friend thus reliable source told me of this recent experience. She’s a frequent flier with a busy job and did not want the attention associated with this. Knowing we both fly United Airlines often, (her for business, I for pleasure,) she emailed this to me from the road. In her words “a blogger with an interest in customer relations,” could relay the story better.

United check in desk LAX – Sunday February 28th 2:30pm.

I’m standing at the United check-in counter at LAX, approaching an open station. There are about 20 to 30 self check kiosks. Attending the row of kiosks bouncing between passengers were about three United attendants, plus about 10 contractors from Airserv Corporation. From what I’ve witnessed at other airports Airserv’s employees do not handle reservations, ticketing or access PNRs, but only duties associate with baggage check-in.

Next to me was a gentleman with an eastern European accent. I pegged him as an infrequent US domestic traveler. He swiped a card in the kiosk, and after confirming his name and flight info the screen asked him if he to volunteer for a later flight.

The employee of Airserv, (whose name I later wrote down,) was walking by and the customer motioned him over, asking about the prompt. The Airserv agent said, “It’s asking if you’d like to volunteer for a later flight.” He did not explain whether he would receive compensation for his flexibility, and I don’t think he understood the concept of a voluntary bump.

The man seemed initially concerned that he was not confirmed on his ORIGINAL flight, since the first kiosk exchange was about a voluntary bump. He was honestly puzzled and asked when the later flights were or if it was mandatory.

The Airserv agent replied “You’l have to ask United when the other are.” The gentleman with the accent asked in a normal manner, “Could you look them up before I decide?” He shot back “Does my shirt say United?” and walked over to another kiosk.

The gentleman looked shocked, and after that caustic comment sunk in said, “Is that how you represent yourself and your company?” although by that time the representative had walked away. I stepped aside while guarding my kiosk to explain that it was voluntary, but saw he had already figured it out and was continuing the process.

My coworker had her iPhone in hand and took a few photos and a video of the employee. (She said she stalled while pretending to continue checking in.) While nothing as grating as his initial comment can be heard, it at least documents the employee in question.

Unfortunately, because of this behavior, United Airlines now has a black eye in the mind of this passenger. He most likely has already repeated this anecdote to family and friends. Myself and my co-worker are both seasoned travelers and have overheard less than pleasant comments from both sides of many different service desks, but even to us this is cringe worthy and should never have happened.

Note to this employee: If you are working behind the United Airline’s desk, processing United’s clients and handling United’s bags – you ARE be default working for and representing United Airlines. Nobody cares what your shirt says…

Airserv’s website is airservcorp.com I am passing this post along to the LAX office. Hopefully they can educate and inform this employee on what should be the obvious art of answering questions, or referring and delegating customer inquiries to the appropriate person with tact and a professional decorum.

On a much happier note: One week later, Monday morning at LAX gate 77 my same coworker was commuting here to Denver, and witnessed ONE extremely talented gate agent behind the desk handle ALL passengers boarding a fully booked 767. In addition to processing upgrades and standbys with lightning speed he was helping a cleaning member tag a laptop left in the seat. His many interactions, while short and to the point, were completely courteous. She nicknamed him “Anderson Cooper,” – as he resembled his age and short white cropped hair. Kudos to this genteman. He handled over 100 people in 30 minutes with extreme efficiency and a great attitude.

Edit 3/21. I removed the photo and short video clip which contained the employee – since this issue documented has been followed up on. (see comments)

I also posted this on my Flyertalk account I’d anyone would like to check out the comments there:

http://www.flyertalk.com/forum/united-mileage-plus/1063883-airserv-does-my-shirt-say-united.html