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United Airlines review: Glenda - rude customer service agent

Manisha Lal of US

Apr 01, 2026 6:05 am UTC

Featured review

I am writing to formally raise a complaint regarding the conduct of a customer service agent GLENDA during our recent travel.
My husband and I were traveling on flight UA 559 to Miami with our small Yorkshire Terrier. As we were traveling with a pet, we were unable to check in online and required assistance at the kiosk. Upon arrival, we observed that several agents were engaged in conversation with each other rather than assisting customers.
We approached an agent named Glenda for assistance. Unfortunately, her demeanor was unprofessional from the outset. She appeared unwilling to help and spoke to us in a rude and dismissive tone. While informing us that our dog needed to remain inside the travel carrier, she did so in an abrupt and discourteous manner. This information could have been communicated in a more respectful and customer-friendly way.
When I informed her that I would be lodging a complaint regarding her behavior, she responded with visible frustration, including rolling her eyes and making a dismissive remark â€œoh my gosh - seriouslyâ€. She then walked away from us while continuing to display an unprofessional attitude.
Additionally, she alleged that our dog was jumping on other passengers. This statement is inaccurate. Our dog remained under control at all times. When I asked her to clarify who the dog had allegedly jumped on, she did not respond and walked away without addressing the question. She also did not print the tag for our pet travel bag which caused an issue while boarding.
This level of conduct is unacceptable, particularly in a customer-facing role. I request that this matter be formally reviewed, including any available CCTV footage, to verify the interaction and the allegation made.
Incident details:
Date: Wednesday, April 1, 2026
Time: Approximately 5:05 AM
Location: United Airlines check-in kiosk
I would appreciate a response from management regarding this matter. This experience negatively impacted the start of our trip and does not reflect the level of service expected.

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