Is United just straight up trying to go out of business? They keep having PR disaster after PR disaster after PR disaster. A woman named Maura Furfey wrote a post for Huffington Post detailing her own personal ordeal with United—the airline accused her Mexican husband of trafficking their own 3-year-old daughter, based on nothing more than the observation of a random passenger.
Apparently the passenger was concerned that the man's daughter wasn't dark skinned like him (her mother is white, but wasn't present for the trip), and so she took it upon herself to alert someone on the plane. When the plane landed (they were returning from a trip to Mexico), Furfey's husband was approached by officers from the Port Authority and Customs and Border Patrol (CBP) and escorted off the plane before anyone else exited.
Once they were off the plane, the officers surrounded them, asking question after question about where their daughter was born, who had been present, where her birth certificate was issued and so on. The little girl began crying from all the commotion.
Finally, the officers asked for Furfey's phone number and called her with the same questions so she could verify the story. They were finally convinced that the Mexican man was the little girl's father and not someone trafficking her. They also mentioned to Furfey that the actual accusation came not from the CBP, who are "trained to identify these kind of situations," but from the woman who'd sat next to them on the plane.
Bear in mind that the man had been traveling with a green card, a notarized letter from Furfey saying that she was permitting her daughter to travel to Mexico for the week, and passports for himself and the girl with the same last name.
And did they get an apology from United? Well, sort of. When Furfey complained to the customer service department, they apologized and gave her a $100 travel voucher (which she claims is useless because they "won't ever fly with this particular airline again"). What she was hoping for was a promise that the airline would review its procedures, because, as Furfey points out, "a simple check of the passports or flight records would clearly show that there was no problem in this situation and would have prevented the drama and stress that it created."
Does United hate their customers? Their shareholders? Being in business? SMDH.