Date: Thu, 4 Apr 1996 07:39:57 -0500 (EST)
Subject: BLAGUES-L: United Airlines agent

Date: Mon, 11 Mar 1996 09:56:07 -0500
From: Philippe Reid

     
An award should go to the United Airlines gate agent in Denver for 
being smart and funny, and making her point, when confronted with a 
passenger who probably deserved to fly as cargo.
     
During the final days at Denver's old Stapleton airport, a crowded 
United flight was canceled.
     
A single agent was rebooking a long line of inconvenienced travelers. 
Suddenly an angry passenger pushed his way to the desk.  He slapped his 
ticket down on the counter and said, "I HAVE to be on this flight and 
it has to be FIRST CLASS."
     
The agent replied, "I'm sorry sir.  I'll be happy to try to help you, 
but I've got to help these folks first, and I'm sure we'll be able to 
work something out."
     
The passenger was unimpressed.  He asked loudly, so that the passengers 
behind him could hear, "Do you have any idea who I am?"
     
Without hesitating, the gate agent smiled and grabbed her public 
address microphone.
     
"May I have your attention please?" she began, her voice bellowing 
throughout the terminal.  "We have a passenger here at the gate WHO 
DOES NOT KNOW WHO HE IS.  If anyone can help him find his identity, 
please come to the gate."
     
With the folks behind him in line laughing hysterically, the man glared 
at the United agent, gritted his teeth and swore "(Expletive) you."
     
Without flinching, she smiled and said, "I'm sorry, sir, but you'll 
have to stand in line for that, too."
     
The man retreated as the people in the terminal applauded loudly. 
Although the flight was canceled and people were late, they were no 
longer angry at United.