United Airlines Terminal A Arrivals — Local services in Elizabeth

The staff at United Airlines Gate A18 in Newark on May 6th around 10:50am were hands down the most unprofessional, spiteful, and outright nasty people I’ve ever encountered while traveling , and I travel often.

I’m 7 months pregnant and was flying first class with my small dog in a stroller I always gate-check with zero issues. One staff member was in the process of tagging it when another woman (dripping with attitude )turned around mid-check-in and snapped that I had to go to baggage claim instead. When I asked why (since this has never been an issue), she muttered something under her breath without even making eye contact.

I explained I’m 7 months pregnant and that the stroller is essential because carrying my dog’s heavy carrier isn’t safe or reasonable. Another woman joined in, also rude, and claimed “it’s protocol.” When I told her I flew three days ago and gate-checked it with no problem, she said, “They made a mistake.” So every other staff member up until now was wrong, and only they are right?

When I challenged that, her response was, “If you’re unhappy with United, we can refund you and you can fly another airline.” I told her I’m not unhappy with United, I’m disgusted with her and this airport. And instead of showing a shred of empathy for a pregnant passenger trying to get home, she just kept repeating herself like a robot. I asked to speak to her boss , turns out she was the supervisor. And when I asked for her supervisor, she claimed he “wasn’t here.” Right.

Let’s be clear: this wasn’t just bad customer service ! it was hostile, dismissive, and targeted. I was spoken down to, ignored, and made to feel like a nuisance. Another staff member walked up just to roll her eyes. The “supervisor” looked and sounded like she was on something . Vacant eyes, slurred speech, and completely detached from the situation. Absolutely appalling.

I’ve never lost my cool with airline staff before, ever , and I fly internationally multiple times a year (I’m from South Africa and usually choose United). But these people pushed me to the brink. ZERO respect. ZERO empathy. ZERO understanding of what it means to work in customer service — let alone with pregnant passengers paying for first class.

The woman who initiated the exchange clearly hates her job and should find a new one. And that supervisor? Fire her. She’s a liability. I wouldn’t trust her to run a hot dog stand, never mind represent your airline.

United, if this is who you’re hiring, don’t be surprised when your reputation starts to circle the drain. I’ve got video, and I’ll be sharing it. Maybe social media can succeed where your hiring team failed — in holding these people accountable.

Flying with United used to be a pleasure. Now? You’re the new Frontier. I’ll be taking my...

Hi my name is Aikiya, Page & I usually do not write reviews but this one is needed. I recently had a mixed experience at the Special Services counter, and I believe it’s important to share both sides so leadership can recognize excellence and address opportunities for improvement.

First, I want to sincerely thank Lynn at the front counter. She embodies what customer service should be attentive, professional, compassionate, and solution-oriented. She took the time to hear my full situation, verified my delayed flight details, and worked diligently to get me rebooked to Atlanta in a timely manner. She followed all procedures while still showing empathy, which is rare and so appreciated. Lynn’s demeanor reminded me that there are people in this world who serve with both skill and heart.

Unfortunately, my first interaction was with another representative at the far end of the Special Services counter an older woman with short curly/coiled hair (dark brown with some grey). Before I could even finish my first sentence, she shook her head “no.” This response continued with every attempt I made to explain, which sent a clear message: she wasn’t interested in helping. That kind of energy is discouraging, especially for travelers in already stressful situations.

As a military member trying to get home and reunite with my family, I know how impactful it is to encounter someone who chooses to help rather than dismiss. Lynn chose to help. She made me feel heard, respected, and valued as a customer. I hope her supervisors recognize the tremendous difference she makes not only for me but likely for...

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