In 2015 a 71 year old man was pushed to the ground by a United Airlines customer service agent. Then in 2017 David Dao was dragged off of a United Express flight and bloodied.
After that United Airlines did what has seemed like a good job at de-escalation training. That paid off during the pandemic with far fewer incidents of passengers breaking down and assaulting crew over mask requirements than competitors.
However a new viral video, with around 9 million videos, is circulating showing an agent at a United Airlines check-in counter and a passenger in a fight:
Here's a longer version of the video; however, it doesn't show how the altercation between the passenger and boarding agent started. pic.twitter.com/TmT27S5e2C
— Done Caring (@GiftedPrude) May 23, 2022
There’s not enough video here to know whether the passenger or the employee strikes first or why. So you can read your own biases into the incident. We’re almost certain to be seeing a lot more of this clip, and so the story may come out.
There will be airport video showing the full event, though that may be closely guarded. Remember that whenever there’s an incident at an airport, there’s video. The airline generally has access to it but they’ll never share it with you. So unless it’s successfully subpeonaed or leaked you won’t be able to use it.
United Airlines has not responded to my request for comment.