United Airlines investigates viral SFO incident after employee allegedly threatens to call ICE on U.S. citizen during heated Airport confrontation
A United Airlines jetliner taxis to a runway for take off from Denver International Airport, Dec. 27, 2022. David Zalubowski/AP
United Airlines is facing growing scrutiny after a viral video captured one of its employees allegedly threatening to call U.S. Immigration and Customs Enforcement (ICE) on a passenger during a heated dispute at San Francisco International Airport (SFO).
The confrontation, which unfolded at a United customer service counter before a scheduled family trip to Montreal, has ignited widespread debate on social media over customer service, racial bias, immigration-related remarks, and airline accountability. United Airlines has confirmed it is investigating the incident, while the passenger says the encounter left his family shaken.
What Happened During the United Airlines Passenger Confrontation?
The incident occurred on July 14 at San Francisco International Airport after San Ramon resident Julio Varela and his family encountered a ticketing problem involving their daughter’s reservation.
According to Varela, his wife’s booking mistakenly placed their daughter’s middle name in the surname field. The error resulted in the family spending nearly three hours at the airport, after previously spending about 15 hours communicating with the airlines before their departure.
Varela said Air Canada staff were attempting to resolve the issue because the flight was operated in partnership with United Airlines. He claimed the situation escalated when a United Airlines employee joined the discussion and allegedly dismissed the family’s concerns.
According to Varela, the employee told him she could not help and added that she did not care whether the family boarded the flight. Feeling frustrated, he described the employee as “rude” and “lazy” before taking out his phone to request her name.
Viral Video Shows Employee Mentioning ICE
Videos recorded by both Varela and the airline employee quickly spread across social media.
In one widely circulated clip, the employee can be heard saying:
“Maybe we should call ICE on you.”
When Varela questioned the remark, the employee responded:
“Maybe you need to be. Because you don’t act like a citizen.”
The exchange immediately intensified the confrontation.
Another airline employee later asked whether Varela wanted airport police to respond, but he replied that he wanted ICE involved “like she said,” referring to the employee’s earlier comment.
The videos do not capture the entire interaction, though they show both individuals recording each other as tensions escalated.
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Passenger Says ICE Remark Was Racist and Offensive
Varela, who identifies himself as a Mexican American and naturalized U.S. citizen, said the ICE reference was the most disturbing part of the encounter.
He explained that hearing an airline employee suggest immigration enforcement against a Hispanic passenger was deeply offensive, especially amid heightened national discussions surrounding immigration enforcement.
“I was shocked,” Varela said. “My jaw dropped.”
He also revealed that his 14-year-old daughter witnessed the argument and was crying during the confrontation.
While Varela later acknowledged online that he lost his temper and could have handled parts of the disagreement differently, he maintained that the employee’s comments dramatically escalated what began as a customer service dispute.
The family eventually boarded their flight after another United Airlines employee reportedly stepped in and successfully resolved the ticketing issue.
United Airlines Responds to Viral Video
United Airlines has acknowledged the incident and confirmed that it is conducting an internal review.
In a brief statement, the airline said:
“We’re looking into the interaction in this video, but don’t have anything additional to share at this time.”
Varela said a United representative initially contacted him to gather details about the incident and exchanged emails with him afterward. However, he claims communication later stopped, and the airline has not provided additional updates.
Union Also Addresses the Incident
The employee’s identification badge reportedly indicated she serves as a union steward with the International Association of Machinists and Aerospace Workers (IAM), the union representing United passenger-service employees.
The union stated that it is aware of the videos circulating online but noted it has not independently verified their authenticity or reviewed the complete context of the incident.
It added that the comments shown in the videos do not reflect the organization’s values and said any employment-related matters would be addressed through the procedures established under the collective bargaining agreement.
Social Media Reacts as Investigation Continues
The confrontation has generated significant attention online, with many users criticizing the employee’s reference to ICE and questioning whether the remarks reflected racial profiling.
Others have pointed to the limited video footage, arguing that the full context of the confrontation should be considered before drawing conclusions.
The incident has renewed discussions about customer service standards, de-escalation training, and the sensitivity of immigration-related comments in public-facing roles.
As of now, United Airlines has not announced whether disciplinary action has been taken against the employee. The investigation remains ongoing.
FAQ
Why is the United Airlines passenger confrontation trending?
The incident went viral after videos appeared to show a United Airlines employee threatening to call U.S. Immigration and Customs Enforcement (ICE) on passenger Julio Varela during a dispute over a ticketing problem at San Francisco International Airport.
Who is Julio Varela?
Julio Varela is a San Ramon business owner who identifies himself as a Mexican American and naturalized U.S. citizen. He said the confrontation occurred while trying to resolve his daughter’s airline ticket issue before a family trip to Montreal.
What caused the dispute at San Francisco International Airport?
The disagreement began after a booking error swapped a child’s middle and last names. The family spent several hours attempting to correct the reservation between United Airlines and Air Canada before the confrontation occurred.
What did the United Airlines employee allegedly say?
Videos circulating online appear to show the employee saying, “Maybe we should call ICE on you,” followed by, “Maybe you need to be. Because you don’t act like a citizen.”
Has United Airlines responded?
Yes. United Airlines confirmed it is investigating the incident but has not released further details or announced any disciplinary action.
Was the passenger arrested or detained by ICE?
No. ICE was never contacted during the incident, and no immigration enforcement action occurred.
Did the family eventually board their flight?
Yes. According to Julio Varela, another United Airlines employee intervened, corrected the ticketing issue, and the family was able to travel to Montreal.
Is the employee still working for United Airlines?
United Airlines has not publicly disclosed the employee’s employment status while its investigation remains ongoing.
What has the employee’s union said?
The International Association of Machinists and Aerospace Workers stated that it is aware of the video but has not verified its authenticity or reviewed the full context. The union said the comments shown do not reflect its values.
Could the incident have legal consequences?
Potential legal action would depend on the findings of United Airlines’ investigation and any claims the passenger may choose to pursue. No lawsuit has been announced.
Why has the incident sparked national attention?
The ICE reference, combined with ongoing public debates over immigration enforcement and discrimination, has fueled widespread discussion about customer service, racial sensitivity, and airline conduct.
What should passengers do if they experience a similar incident?
Passengers are generally advised to document the interaction when safe, request to speak with a supervisor, retain relevant travel records, and file a formal complaint with the airline. If they believe discrimination occurred, they may also seek legal advice or report the matter to the appropriate authorities.