United reviews video of employee threatening ICE call

United Airlines says it is looking into a viral video that appears to show one of its employees threatening to call U.S. Immigration and Customs Enforcement on a passenger during a ticketing dispute at San Francisco International Airport.

The passenger, Julio Varela, told CBS News Bay Area the confrontation happened last week while he was traveling with his wife and three daughters. Varela, 54, said the family had spent hours at the airport trying to correct an error on one daughter’s ticket after her middle name was mistakenly entered as her last name.

Varela said the employee at the ticket counter was rude and dismissive, telling him there was nothing she could do and that the family would miss its flight. “I say, well, my wife made the mistake, but we’ve been trying to correct it,” Varela told CBS News. “So that’s what we’re here for, so you can help us. She says, well, I don’t care if you fly or not. So that’s what got me upset. And that’s, I said, what’s your name? She said, I’m not going to give you my name.”

Varela said he began recording after the employee refused to give her name so he could report her. In the video, the employee holds up her own phone and records him as he asks for her name.

“Maybe we should call ICE on you,” the employee says in the recording.

From behind the camera, Varela responds, “You’re going to call ICE on me?” As he asks her to repeat herself, she adds, “Maybe you need to be, because you don’t act like a citizen. Get away.”

The video spread widely after being posted on Reddit and other social media platforms. The Guardian, citing NBC News, reported that Varela is Mexican American and a naturalized U.S. citizen from San Ramon. CBS News Bay Area reported that Varela, his wife and their three daughters are all U.S. citizens.

Varela said the comment frightened and angered him, especially because his children were present. “I was so shocked, I was angry,” he said. “It’s intimidating, because my kids didn’t know, you know, if when we get back, are we, am I going to be arrested? Is ICE going to be there?”

He said his 14-year-old daughter cried during the exchange. “My daughter’s, like, ‘Why would you say you were going to call ICE?’ That’s so rude and disrespectful, you know?” Varela said.

In another part of the video, according to The Guardian, Varela says, “Call ICE on me, lady,” as the employee tells him to “Get out my face.” Varela also shouts, “United Airlines has a racist customer service lady!” and “She’s lazy as hell!” The Guardian reported that another United employee can be seen sighing and rolling her eyes.

Varela said the ticket issue was resolved minutes after the confrontation, and the family boarded its flight. The Guardian, citing NBC News, reported that Varela had been concerned about being detained by ICE when he returned to the United States from Montreal, but nothing happened when he came back.

United Airlines said in an emailed statement that it was reviewing the matter. “We’re looking into the interaction in this video, but don’t have anything additional to share at this time,” the airline said.