United Airlines employee allegedly threatened to call ICE on family during ticket dispute at SFO
A United Airlines staff member was recorded saying they might call immigration authorities on a Bay Area family after a ticketing issue, prompting an investigation by the airline.
A United Airlines employee at San Francisco International Airport was recorded telling a family that they might call U.S. Immigration and Customs Enforcement during a dispute over a ticket error. The incident occurred on July 14 when the family, traveling to Canada, sought assistance correcting a mistake that listed their daughter’s middle name as her last name. After waiting nearly three hours, a United partner airline representative appeared close to resolving the problem, but a United staffer intervened, refused to help and threatened to involve ICE.
The passenger, Julio Varela, said the employee responded, "Maybe we should call ICE on you," and later added, "Maybe you need to be, because you don’t act like a citizen." Varela claimed the employee also made a physical contact that damaged his phone. He expressed concern that neither United nor airport officials had contacted his family to confirm they would not be detained upon their return.
United Airlines issued a brief statement saying it is reviewing the video and has no further details to share. The International Association of Machinists union, which represents the employee, said it is aware of the video but has not verified its authenticity and that any issues will be addressed through established collective-bargaining procedures. San Francisco International Airport officials have not responded to requests for comment, and it remains unclear whether the family faced additional problems when they arrived.