United Airlines probes alleged ICE threat by ticket‑counter employee

Last week, at United’s ticket counter in San Francisco International Airport, a tense exchange unfolded that has now drawn the airline’s attention. Julio Varela, a 54‑year‑old from the East Bay, was trying to fix a misspelled name on a family member’s ticket so the traveler could get on a flight.

According to Varela, the employee at the desk was brusque from the start. When he asked for her name so he could lodge a complaint, she allegedly balked and, instead of complying, said, “maybe we should call ICE on you.” She followed that with a remark along the lines of, “you don’t act like a citizen. Get away.” The words were captured on video that Varela says he began recording on his phone.

The ticket issue was eventually sorted out, but the encounter left Varela shaken. “I was so shocked and angry,” he told reporters. “My kids didn’t know if we’d be arrested when we got home. Is ICE going to be there?”

United Airlines confirmed to CBS News Bay Area that it is looking into the matter. A spokesperson said the airline takes any allegation of employee misconduct seriously and will follow its internal review process.

At this stage, no disciplinary action has been disclosed, and the employee’s identity has not been released. The incident has sparked a broader conversation about how airline staff interact with passengers, especially on sensitive topics like immigration status.

Legal experts note that while employees have no authority to involve immigration enforcement, suggesting such action can be considered harassment. Passengers who feel mistreated are encouraged to file formal complaints with the airline and, if needed, with the Department of Transportation.