The next thing Klint knew, a gate agent was escorting him off the plane. But before doing so, Klint was able to speak briefly with the captain. He says, “The captain is quite rude, and he says, essentially, ‘I don’t want to hear you, get off the plane before I call the police.’”
Klint adds, “It was quite embarrassing, just grabbing my bag and just making that walk forward with all eyes on me.”
After exiting the aircraft, Klint was rebooked by gate agents on another flight scheduled for 45 minutes after his original departure. He says the gate agents were very accommodating, but says it wasn’t until days later — after posting his experience on his travel blog — that United management reached out to him. He says he never received an apology from United but was offered some modest compensation for the change in his travel plans.
“It’s really not about me anymore, it’s about making sure this doesn’t happen to any other passenger going forward,” Klint says.
When 3 On Your Side asked United for an explanation as to why Klint was removed from the plane, we never received an answer. Instead, we were sent this general statement about their policy:
We welcome customers to record their personal experiences on board provided they don’t take photos or videos of customers and crewmembers without their consent. This is both a security and service measure we take that also respects the privacy of other customers. United’s policy was implemented in 2010.
To check out Matthew Klint’s detailed account of his experience, and to add your comments to the hundreds of comments that he has received so far, visit his blog at: Matthew Klint’s Blog