United Airlines is being criticized by customers and customers’ rights advocates for the way its customer service is.
It is facing a backlash for using lowbrow customs and using the phrase “lowbrow” instead of “low,” among other things.
A customer in Texas was asked for a photo ID, but when she said she doesn’t have one, a member of the flight crew asked if she could “put a picture of your passport on it.”
Another customer was asked to pay for an upgrade to a business class seat, but the agent asked for his passport, then the passenger who was seated next to him put his passport on the tray and said he didn’t have it.
Another customer asked to have a copy of his boarding pass scanned before boarding the plane.
She was told that she would have to pay the cost of the pass before she could get her boarding pass, which she had to pay before boarding.
And a customer asked for the name of the person who was supposed to bring him food, but a member asked her, “Are you going to ask for the same person who brought you dinner?”
One customer said she was asked about her family, her son and her son-in-law’s job, and the agent then said that he “didn’t have to ask you for your last name,” according to a complaint filed in federal court.
United Airlines has denied wrongdoing.
In a statement, the company said it is “dedicated to providing exceptional customer service to all our customers.”