Our Hero: Watch United Employee De-Escalate Conflict Between Passengers

A woman came on late in the boarding process prior to a United Airlines flight, and asked everyone to get up for her to reach her window seat. So far, so good, that’s what you’re supposed to do. But apparently she said this was important because she didn’t want anyone touching her. And that got her seatmates’ backs back a bit. Once she was in her seat she started talking about how no one can touch her, and that another passenger’s charger would have to be moved because it was in her space.

Here’s the recap of what happened from a passenger, once the flight was over.

@gammy_i_am_2021 Replying to @Nikki💋 ♬ original sound – gammy_i_am_2021

And here’s her video from on board the aircraft.

@gammy_i_am_2021 #unitedairlines #fightinthesky #fight #denvertocharlotte #warofwords #fypシ #fypviralシ #gammyiam #belizean🇧🇿 #tiktokfamous ♬ original sound – gammy_i_am_2021

Each passenger had their say, and argued over who was at fault. The woman says, “he called me a bitch.” And he responds, “well you is one!” She clearly created the issue, his language in response wasn’t helpful.

The two feuding passengers were brought to the front of the aircraft. The black man was allowed to return to his seat, while the woman who originally complained about other passengers in her space was removed from the aircraft.

@gammy_i_am_2021 #fightindasky #unitedairlines #crazyworld #rightorwrong #fypシ #fypviralシ #gammyiam #belizean🇧🇿 ♬ original sound – gammy_i_am_2021

The employee handled this situation well. United invested a lot in de-escalation training after the David Dao fiasco six years ago. At the time I was skeptical, but that paid dividends with fewer inflight incidents over masks during the pandemic, and that pays off here. Kudos also to the passenger that was willing to change seats to separate them.

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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Comments

  1. I thought mask mandates were the reason why passenger behavior was getting worse. Looks like passenger misbehavior is ramping up again, just in time for the 2024 election season…

  2. Good thing they weren’t in the air. The argument would have required a diversion.

  3. She was looking for an issue, look at the smirk on her face while she’s antagonizing the man.

  4. The gate agent did keep his cool and got the two feuding people off the plane so the rest of the peeps could get on w/ their flight but ideal de-escalation should not end up w/ two people being throw off the plane.

    Also, if you want to refer to the “black man” please do the same for all parties or don’t do it at all

  5. The man was able to fly. The woman was kicked off. I’m sure she liked the seating better on another aircraft.

  6. In the good old days United would beat the crap out of them and then drag them off the plane.

  7. @Gene – Chi Hsuan is too ignorant to know that.

    @Chi Hsuan – you are OBVIOUSLY not a World Traveler. England and Australia speak English as well- and it sounds NOTHING like English in North America. In fact, in this Country you will find English may sound different in Georgia, than it does in New York City, than it does in Pittsburgh, PA. Worry about your Chinese. Make sure people can understand that.

  8. I wonder if the posted who typed “Why [sic] can’t blacks speak English properly” is really named Chi Hsuan. Manifesting a blatantly racist attitude during these times and then using what appears on its face to be an Asian name seems too pat to me. Could Chi Hsuan be a pseudonym for someone just trying to stoke the fires of discontent?

    The reason I’m wondering is that if one googles Chi Hsuan, it is discovered that Chi-hsuan is a Chinese first name.

  9. You’re absolutely correct – so let me return to the subject.
    The Gate Agent was very professional, but I expect that from United. I think some people should DRIVE to their destination. Flying etiquette is (unfortunately) not common with today’s travelers.

  10. “The black man was allowed to return to his seat”

    Very unhelpful language Gary.

    What’s wrong with ‘the man was allowed to return to his seat’?

    Is it necessary to call that out? I think not.

  11. She may have been a Karen, but men and women have to deal with men manspreading into airplane space all of the time. (Not including people of size, whole other issue) Women also have to deal with men who think it’s cute to not get up when we need to get to a window seat. The majority of commenters on this page are men. I highly doubt that if you are married, or have daughters, that you want your wife’s or daughter’s body parts straddled on another man. We definitely do not want to be in that position. After multiple flights in a day, it can be frustrating. I don’t think this was a race issue. This was a communication and consideration issue on the 2 passengers. Kindness won by others stepping in, possibly because they could empathize. The gate agent was meh. Both should have been removed from the aircraft if anyone was getting removed, esp calling someone a b#tch.

  12. @ChurnieEls – “What’s wrong with ‘the man was allowed to return to his seat’?”

    Did I say anything was wrong with it?

    In fact it was not the usual outcome, where it’s the black man that gets (often unfairly) removed. The incident ran counter to narrative

  13. Maria – I’m not defending racist remarks, but having the opinion that grammatical errors are simply just regional (or demographical) dialects is ridiculous.

  14. Why would a person fly when they know they’re going to be in close proximity of other people?
    AND YES SHE WAS A 8ITCH!

  15. @Colin – Did I say”grammatical errors”? Read again. I said the SOUND of English will sound different depending on which area of the country you are from. It’s still English. Chi Hsuan turned it into a Racial element. Race has nothing to do with it.

  16. An airline employee does their job and gets a blog post for it. My goodness expectations are low for this lousy industry.

  17. That’s why United stands alone in having the worst layout for power plugs of the big 3. Underneath the seat with only two plugs for 3 people… what a joke.

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