A short video from an Indian American in the US is going viral. Till now a tweet with a video has garnered more than 4,835 retweets and as many as 5,483 likes. And mind you the message was tweeted by Navang Oza, who has merely 540 followers on his Twitter account.
There is no denying that the United Airlines has got itself into another unwanted mess. The leading US airliner has been mired in one controversy after the other and in the last less than one month, it is the third major controversy to have hit the United.
One aspect of the three episodes is the fact that all three had come forward with video footages. The last incident involving the United Airlines controversy came into limelight only when the family decided to make public the footage that the mother of the child had saved on her smartphone. United apologized only when the footage was made public showing how the family had to leave the flight despite having valid ticket late in night.
In the meantime the latest incident shows very poor customer service at least in this particular case. The incident was videotaped by United Airlines passenger Navang Oza. A report on Fox8Live says that Oza, an Indian American who lives in California, was trying to fly home from a trip to New Orleans, and started taping his discussion with the ticket-counter agent after a disagreement arose over checked-baggage fees.
37-year old Oza was at his wit’s end on why a bag that cost him $125 to check for the flight to New Orleans would cost $300 to check on his return flight. When the passenger didn’t get a convincing explanation, he started to film the dispute. Later the passenger shared the footage of the lengthy interaction with the ticket counter worker in New Orleans. The clip begins with the agent pointing her finger at him, saying, “You did not have my permission to videotape”. Next, she appears to instruct an agent to her left. “Cancel the reservation,” she says. “I want to know why,” Oza asks.
— Navang Oza (@Navang25) May 8, 2017
In the footage, United Airlines employee can be heard saying, “Because you did not have my permission”. “I was shocked because I didn’t know she had the right to cancel my flight because I started recording,” Oza is quoted by a TV channel.
The latest issue is another bad publicity for United and there are telltale signs that the company can ill-afford it. United issued a statement saying it was investigating the incident. “The video does not reflect the positive customer experience we strive to offer, and for that we apologise. We are reviewing this situation, including talking with Mr Oza and our employees to better understand what happened,” the statement said.