Video: Entitled Douche Tries To Shame US Airways Agent, Fails Miserably

There’s no denying that there are lots of airline employees who go on power trips, and it makes for some good video when they’re caught on camera (despite many airlines having policies against filming their facilities and employees). Unfortunately for the guy who uploaded this video, that’s not the case here.

Instead a guy is trying to shame a US Airways agent, when in reality he’s being an entitled douche while she’s being extremely patient.

Here’s how the guy who uploaded the video describes the situation:

Upon attempting to check-in to a Denver to San Diego flight, a US airways ticket kiosk tells passenger it cannot “process” the check in. The customer approaches the ticket counter.

US Airways agent Alecia Garcia disappears in the back with passengers passport, and does not return for 42 minutes. No explanation is given.

What you see is the agent’s first contact with the passenger after having disappeared into the back for 42 minutes, causing passenger to miss his flight.

Her only explanation is that she was “on the phone.”

US Airways policies state customers will receive compensation if there are cancellations not due to weather or customer error.

Result: No compensation offered, no explanation given.

US Airways has yet to respond as to whether the following are within company policy:

*Agents having such poor communication with passengers that they disappear for over 40 minutes and fail to offer any explanation as to why.

*Agents causing passengers to miss flights with no explanation.

*Agents causing passengers to miss flights with no compensation, when policy clearly states otherwise.

*Agents blaming passengers, saying “they should have known,” when passengers show up well before stated cutoff time.

In reality:

  • The guy seemed to be on the no fly list and didn’t have a redress number, which is why he couldn’t check in
  • The agent took some time to call the appropriate people to see if he was actually supposed to be on the no fly list
  • Not surprisingly that took a while, so he ended up missing his flight
  • The agent confirms him on the next available flight and apologizes to him for taking so long

His response? “This is where you start to throw vouchers at me. This is where you start to take responsibility.”

Right, because clearly it’s the agent’s fault that you’re on the no fly list…

Here’s the video:

While I know it was this guy’s goal to shame the agent for the fact that he was on the no fly list, I say kudos to Alecia for her professionalism. He repeatedly says “what would your boss say if he saw this?” I’d say Doug Parker would be pretty proud, actually.

Comments

  1. This brings up an interesting question, at least for me anyways, what exactly causes one to get on a “no fly list?” Of course we might automatically think of terrorist suspects but I am sure there are a multitude of reasons some as simple getting drunk and unruly during a flight, etc.

  2. She is doing a great job at trying to respect his privacy by not saying out loud, in earshot of others, that he’s on the mo fly list, by writing down andholding up the URL (trying to avoid saying “homeland security ” out loud. He just doesn’t get it.

  3. Notice how the guy on his Youtube account covered his eye? Brand new account too. Clearly he hoped this would go “viral”, maybe make the news cause he felt he did nothing wrong. But he’s the idiot in this situation. Start throwing vouchers at me? WTF.

    Reminds me when I worked in the family restaurant. A woman’s VISA gift card wouldn’t go through. For some reason our credit card terminal didn’t accept that kind. Of course she got upset and blamed us. She said I should give her a gift card for this inconvenience so she would come back in the future. I said no. She ended up using cash to pay for the meal. After she left the customers waiting to pay told me she was nuts.

  4. While I fully agree he was an arrogant jerk, is she legally obliged to be so vague? I don’t understand why she didn’t just clearly say “you appear to be on some kind of no fly/watch list, you’ll need to resolve this with the DHS”.

    She hinted at it and maintained a professional appearance, but in my view it would be even more professional to try and minimise the passenger annoyance before it got to that stage – even though it was completely uncalled for. He was clearly under the impression it was her fault and she wasn’t very convincing.

  5. No matter what the issue, you simply don’t disappear (especially with someone’s passport) for 42 minutes without an update.

    The guy may be entitled, but I’d fly off the handle if someone did that to me. An update every 10 minutes or so is the.minimum service standard.

  6. What I can’t figure out is that she said he is confirmed on a later flight. How can he fly if he is on the “no fly list”?

  7. I do think they owe home at least $800 in compensation for not getting him on the flight. They really need to abandon the no fly list or implement it properly.

  8. Good for her! Whatever you think of the wisdom of the “no fly” list, she doesn’t have the discretion to ignore it just because he might otherwise miss his flight. That would be a pretty big loophole! The airline certainly doesn’t owe him any compensation for what I suspect was a publicity stunt all along.

  9. So many questions, and I agree that she should have called the cops two minutes in and not four minutes in.

    On one hand, how are we sure he knew he was on the No Fly list? He does say he arrived early, but lots of people get to airports early.

    And if he knew he was on the list and didn’t have the redress number, did he really think he’d be able to check in?

    Why didn’t she say the words NO FLY? Is she legally allowed, or is that a customer privacy issue?

    And if he was on the list but wasn’t supposed to be, why didn’t she offer him comp when she gave him the ticket?

    Seems like we’re missing a few of the pieces here.

  10. The website dhs.gov/trip says that it has setup the “redress” number for passengers who:
    “-watch list issues
    -screening problems at ports of entry
    -situations where travelers believe they have been unfairly or incorrectly delayed, denied boarding or identified for additional screening at our nation’s transportation hubs”

    A redress number is a unique TSA-issued number that helps the TSA eliminate watch list misidentification and verify your identity

    So basically at some point this guy was probably given a redress number from DHS. When you check in or book a ticket, you add that to the page (similar to your known traveler number if you have Global Entry).

    He probably has a name that was flagged…. it happens to a lot of common names like “Joe smith”.

  11. I think this is the guy from http://jetsettingterrorist.com
    The YouTube profile picture is the same as the one on the website.

    According to his site, he was put on the TSA “terrorist watch list” after some sort of mild activism a few years ago. As a result, he has to deal with a bunch of extra measures at airports with TSA, airline agents, etc. Apparently his schtick is that he plays dumb most of the time in order to draw attention to the fact that most TSA employees and airline agents have no idea what to do in his situation.

    Not condoning or condemning; just informing. I didn’t watch the video.

  12. Wow! I would be pissed if i was the customer!!! It’s certainly not his fault. He was on time and ready to check in. 42 minutes with my passport! I would be wondering if she took off with it or if she was in the back having a heart attack. I probably would have tried to go back there.

  13. NOPE SORRY. Don’t agree with you on this one Ben. He was upset that he couldn’t board but her attitude wasn’t helpful either. Very UNPROFESSIONAL on her part. No it’s not her fault that he was on the no fly list, but it’s her job to communicate what the heck is going on.

  14. Even assuming this was the government’s fault (whose behavior here, then, would be far more egregious than the passenger’s and is what should be called out) the agent could have provided some sort of update over the course of 40 minutes. The video depicts what happened after the 40 minutes, not the 40 minutes of waiting.

    The agent did what they could, didn’t come off at all as offering sympathy, even gets a bit snippy at the end. The passenger certainly wasn’t belligerent, so the agent calling the police hardly seems justified — especially after the passenger was caused to miss their flight.

    None of it rises to the level of ‘shame’, the video itself isn’t really worth watching. Nothing really happens on either side.

    But after waiting 40 minutes, having presented himself on-time for check-in, the passenger doesn’t come off as an entitled jerk.

    Now, it may be the case that they knew they were on the no fly list, needed a redress number to avoid problems, etc. That’s beyond the scope of the video really (though the agent references ‘you probably know that’). If that’s the case though, again, it falls back on DHS and their absurd Alice in Wonderland process..

  15. I’d be positively through the roof if I was stuck waiting for over 40 minutes with no contact from an agent who took my passport. I can’t agree with the “entitled douche” label, no way.

  16. It’s pretty obvious that he knew what was up. He had no shock or surprise regarding the initial DHS comment. He started filming her the minute she came out, so he already knew what the answer was. He didn’t express shock or outrage, just what he wanted. She also knew she was being filmed which I am sure created an uncomfortable situation for her. Her lack of sympathy could have stemmed from the 40 minute conversation she had on the phone with whomever and this passenger’s behavior. Finally, we are assuming that she DID NOT provide any updates within those 45 minutes she was waiting, but how do we know that. In the end, its hard to make a lot of judgements based upon 4 minutes of film regarding probably a 50-60 minute interaction.

  17. I can very well say that this situation was very well handled by the agent but also 40 minutes? It is A LOT of time to wait but even so, it doesn’t give the right for the passenger to start asking for vouchers and to get his ring kissed.

    As far as I can see, the passenger is at fault and I value the agent’s value of the passenger’s privacy and also that she kept her composure while being shamed in front of here colleagues and other customers.

  18. Kudos to Alecia for keeping her cool under pressure. I do think this guy has a complaint that the airline hasn’t given him a confirmed seat on *any* flight to SAN. I get that he has to go on standby for the next flight, but they should get him some kind of confirmed seat and he can try to make it earlier if he can. In any event though, the agent handled his attitude pretty well I’d say.

  19. It’s always risky making judgements on very limited information – particularly when there is no independent perspective available. He’s got a story, she’s got a story – where the truth lies could be anywhere. I’m inclined to give these situations wide berth and not comment on either party, and to be honest it is a matter for the passenger and the airline to sort out anyway.

    This differs from the video of the person smoking the the cabin mid-flight, for example, because we know what was happening there (the full story). This video is sort of like if that video was only started after the cigarette had been gotten rid of, and it was taken by the pax or the FA (and not a independent pax, as was the case with that one). Requires too many inferences.

  20. Totally agree. What a dick move to post someone’s face and name (and where they work) on the internet while hiding behind anonymity. I’m sure there are protocols about discussing no-fly list/DHS related stuff that check-in agents have to follow. She made it very clear where he has to go to resolve the issue (even if she couldn’t explain the issue herself) and did everything in her power to get him to his destination. This guy clearly must not travel very much or else he probably would have encountered this situation before.

    Also, lets not forget. Yes she did make him wait 42 minutes, but she did figure out a way to resolve the issue enough so he could still travel that day without him having to deal with DHS himself. I’m sure she could have just blown him off immediately and said sorry this is out of my hands…

  21. Lucky, you hypocrite, if you had been made to wait 42 minutes, we’d have to listen to you pathetically whine on here. The guy bought himself no sympathy by jumping to the voucher comment early, but he was absolutely not in the wrong to be pissed about a 42 minute wait.

  22. Hi , my 2 cents
    First who is responsible that somebody is on the the no fly list: the Government or US Airways ? For me it is not US airways so no compensation is due from US airways. Additional if I cannot check in online, I get the the airport very early.
    So if the US government puts me on the no fly list without reason you should be able to sue that party . Call your laywer, I know one who has experience in this case area. Denny Crane from Crane &Pool&Schmidt, (boston legal)who was also on the no fly list.

  23. Lucky, you should have read up on this guy first. He freed a bunch of minks in 1997, and was convicted of “animal rights terrorism” and is on the list ever since. He’s clearly not a menace to anyone and should not be on the list. So it’s good of him to document this nonsense. The list has almost 50,000 names on it by now, most of which are no threat to anybody.
    It’s like somebody who peed in a park at night being labeled a sex offender (there are many of those on the sex offenders list)

    I wonder if this guy could apply for TSA Pre? Just do the interview etc and get cleared once and for all? He’s clearly harmless, except that almost 20 years ago he was principled enough to do something to hurt the fur coat industry.

  24. Wow. Calling this guy an entitled douche is an understatement. And, somewhat insulting to entitled docuhes everywhere.

    It seems like he was purposefully trying to create an incident to go viral and get some attention. Well, the twat is a convicted criminal, so maybe that’s why he is on the No Fly List?

    And how do we know he wasn’t updated during those 40 mins? This video attempts to slant the situation very much in his favor. Even before knowing who he is, the agent acted very professionally, was courteous, and helped him out as best as she could

  25. The agent was providing a bad service!! So she couldn’t come out at least once in that FORTY minute period? Also, so what if he’s on the no fly list? In the end he ultimately got on the flight so that means there was something that could be done. Sorry, but your logic is flawed Ben.

  26. @ Mark F. I think you hit the nail on the head. And for those of you that are wondering, it is illegal for her to disclose whether or not he is on the no fly list, or some other watch list.

  27. @Mark F: You go from:

    It’s pretty obvious that he knew what was up. He had no shock or surprise regarding the initial DHS comment.

    To:

    Finally, we are assuming that she DID NOT provide any updates within those 45 minutes she was waiting, but how do we know that.

    I wonder how we know either of these things, or both, or neither. Know, as in, actually know.

  28. Both people were right and both were wrong. The agent is mostly right and the customer is mostly wrong. The agent should have provided updates with what was going on, that would have at the very least kept the customer from getting angry while waiting to find out where she went with his passport. Once she comes out and explains vaguely what the issue was the customer should have figured out what she meant. I highly doubt he had no idea he was on the no fly list and had no issue trying to board a flight before. The agent has a very unsympathetic tone and gives very vague answers but is technically doing her job correctly. The customer while rightfully upset starts making demands which is completely wrong. Saying things like youre going to give me vouchers now makes him a turd. Once he was on standby and confirmed on the later flight, that’s it. Case closed. He starts trying to demean her and that makes him a jackass. Instead of being proactive and finding out what the issue was by calling DHS, he acts like its her fault when in reality she tried to get him on the flight.

  29. We don’t know whether she updated him or not. And looking at his blog, he seems like would have thrown a fit regardless of what she told him. He knew what would happen, and seemed to purposefully go out of his way to make it an issue. Note how he tries to play dumb when she tries to subtly explain to him why he can’t board; he acts like this is all new to him, when in reality, he probably knew exactly why. He was going to be “angry” no matter what.

    As for the agent’s sympathy or lack thereof…that’s all very subjective.

  30. The bottom line is if the customer either knew he was on a do not fly/terrorist alert list and/or set up this stunt for a reaction then its game over. Doesn’t matter even how the agent handled the situation, the guy tried to game the system and that is all we need to know. Airports and travel can already be difficult enough for both the travelers and the workers with everything that takes place and problems that can arise to have someone try to make trouble for his own benefit.

  31. Ben,
    Let’s face it you would not want to stand there for 40 min and miss the flight.
    He may be a douche but she was not exactly professional letting me him miss his flights.
    Question, how could she have got him on a flight if he was on a do not fly list?
    The whole thing sounds fishy.
    Lesson, don’t fly US Air!

  32. hmmm I’m torn about this one.
    While it wasn’t the agent’s (or USAirways) fault that he ended up on the no fly list, chances are it wasn’t his fault either . The agent acted very professionally– good for her– and he too was largely polite.

    But saying ‘there’s nothing more I can do’ is a copout because that is almost never true. You choose whether you want to do more for a passenger. Something tells me had he been a advantage/dividend platinum, he wouldn’t be flying standby. And instead of threatening to call the police at the end, I would have called my supervisor, who probably had more authority both to help him out further, and to then call security if he became troublesome.

    My two cents. But overall it was a pretty civilized conversation I thought.

  33. reading through all the comments again, the first thing that comes to my mind:
    WHY DIDN’T SHE CALL THE SUPERVISOR?

  34. He does have a snotty tone and it really did seem like he knew exactly what was going to happen. It was uncalled for to be rude to the agent when it seemed she was following protocol. There’s a bigger picture here for sure, but if he really wanted to rectify it, maybe he could apply for Pre and be done with it?

  35. We have a winner for ass$&@$ of the year! Fogey about the guy with no shirt in the first class loung or the lady cutting her toe nails here is our undisputed winner

  36. Adi_T,

    my suspicion is that she IS the supervisor. That was quite a bit of polish she exhibited there.

    As for the people criticizing her for not keeping him apprised of what was going on while she was on the phone for 42 minutes with the government, all I can say is, “really?”

    REALLY?

    was she supposed to put DHS on hold while she went over to tell this guy “hey, you’re on the no fly list, but I’m working hard to get you on the flight” when she very clearly was not allowed to give this guy any details? And if she DID put the government on hold, do you think that the result would have been better for Mr. Young?

    Fault lies 100% with Mr. Young and DHS. US Airways owed him nothing, and clearly went above and beyond to help him. In hindsight, I wouldn’t be surprised if they go the UA or DL route and suggest he fly someone else next time. He very clearly is a troubleseeker that is not worth the hassle.

  37. Personally, I wouldn’t label an individual that is unfamiliar to me, any derogatory terms. Even an emotionally explosive person may be under duress. Flying to donate an organ to a dying friend, loosing a loved one, going through a divorce and so forth.

  38. I thought airlines were required to pay compensation for involuntarily bumping passengers who arrive on time. If American Airlines is not made to pay that compensation in this case, then, in the future, airlines will be competitively pressured to cut their bump costs by delaying passengers who would otherwise be bumped at check-in.

    Also, if this passenger purchased his tickets in advance, I would hope that the airlines and TSA would have some way to detect in advance all but the most recent additions to the no fly list and have had as much of their homework as possible done ahead of time before this fellow arrived at the gate, so that this traveler’s information could be clear by officials in a less rushed manner, or, more importantly, in the case of someone who really does belong on a no fly list (i.e., the government thinks he or she might be carrying a bomb or something like that), then to reduce danger to other bystanders.

  39. The funny part is how this all backfiring on him so much. Not surprising, since he does come off as an attention seeking fame whore.

    Most of the comments on Youtube are negative and against him, and the video has 87 likes vs 1,190 dislikes. And now that someone has “outed” who he is on Youtube, he’s trying to go the Twitter route posting it as himself. And on Reddit, the story is captioned as “dude tries to shame airline worker, makes and ass out of himself instead”.

    Yeah, this has really backfired on him.

  40. I was on one of the lists, there are a few different ones, for sharing the name of someone of interest. It was a pain to check in, but never took 40min. Typically I’d just saw, “I’m on the list,” the agent wouldn’t believe me then she/he would be wide eyed when they tried to check me in and call for a supervisor. All they really had to do was verify by birthday and override something.

  41. The person taking the video knows what is going on. He is upset that he was placed on the no fly list, and has done this repeatedly over time with different airlines to make his point. Since he was put on the no fly list his response is to make life more difficult for everyone else rather than utilize the redress process. Based on the agent’s responses on the video, I suspect that during the time she was gone and on the phone she determined who the individual was, how he will respond based on past behavior, and how she might resolve the interaction.

    He allegedly was put on the list for activist activity 20 years ago, and his apparent current activist project is Homeland security, TSA, and the no fly list process. Everyone’s got to have a hobby I guess.

    How many Above & Beyond awards does Alecia deserve? One for every dislike on the You Tube video.

  42. I agree that no one would want to wait 40 minutes. But there’s only limited facts we have in this situation:

    – The ‘anonymous’ person (Peter Young) in the video was convicted of a crime.
    – He is well-aware of his status on watch lists. He blogs/brags about it.
    – He takes advantage of the confusion caused to get free things.

    What we don’t know:

    – If he was really waiting 40 minutes without updates.

    References (thanks to the comments above):
    http://peteryoung.me/about-peter-young/
    http://jetsettingterrorist.com/
    http://www.forbes.com/sites/kashmirhill/2014/10/22/jetsetting-terrorist-was-watchlisted-for-animal-activism/

    Based on that information, form your own opinions. IMO, I’d be angry if I waited 40 minutes without knowing what’s going on. But he knows why. This isn’t his first rodeo. Whether we agree with him being on a watchlist or not, that is not US Airways decision. He chose to commit the crime, he needs to be willing to accept the consequences.

  43. I agree with Ben. Entitled douche. From another flight (http://jetsettingterrorist.com/i-win-how-i-parlayed-an-intrusive-tsa-search-into-a-free-flight/):

    “After several minutes of my well-played one-man “good cop / bad cop” routine (“I know you aren’t the one who made me miss my flight, but…. This is unbelievable!“), and endless apologies (while the original gate agent stood to the side, looking very guilty I might add), I was offered the following compensation:

    $400 flight voucher.
    Three meal vouchers.
    Three on-flight drink vouchers.

    And I was on the next fight out, two hours later. I don’t consider my time cheap, but getting the equivalent of $400 for two hours to do computer work that I had to do anyway… I consider that a pretty good return on my investment.

    I win.”

  44. Well Jim, I disagree. He is on a terrorist watch list for petty reasons. He can’t do anything about it, there is no legal procedure for him to even challenge this status – which is insane. Same thing that happened to Laura Poitras and many other activists. I don’t like him engaging TSA and airline staff, but I applaud him for making this pathetic practice of watchlisting public.

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