A woman politely asked to board her flight early was met with an unexpected and dismissive response from a gate agent, according to an online account.
The apparent eyewitness and fellow passenger turned to Reddit, as original poster (OP) Slight_Eye2787, to share the alleged incident at Sarasota-Bradenton International Airport (SRQ) in Florida involving a United Airlines gate agent.
The woman's request was met with, "What makes you special that you get to preboard?"
The OP was shocked by the response, remarking that "My jaw dropped," but looked on as the woman calmly replied, "I don't think you're allowed to ask me that."
The gate agent reportedly fell silent, offering no further comments.
The incident raised concerns on Reddit about whether United Airlines staff are properly trained to handle disability-related preboarding requests with professionalism and adherence to legal protections.
The U.S. Department of Transportation requires airlines to accommodate passengers with disabilities, allowing them to preboard upon request without requiring an explanation or proof of their condition.
Official Policy
United Airlines' official boarding policy states that preboarding is available to customers with disabilities and those needing extra time, as well as unaccompanied minors and active-duty military personnel.
However, it does not specify whether gate agents are permitted to question passengers about the reason for their preboarding request.
While some Redditors were critical of the agent's alleged attitude, others pointed out that the policy itself allows for some discretion. As one user weighed in, "I believe gate agents are allowed to ask the reason for pre-boarding.
"The person requesting preboarding can just answer, 'disability' or 'the need for extra time.' What he can't ask is the nature of the disability, and he did not ask that.
"If [the] OP's story is accurate, he was also not as polite as he should be, but that's a different issue."
Hidden Disabilities
The airline industry has faced ongoing scrutiny over the enforcement of preboarding rules, particularly as travelers increasingly share their experiences online.
Passengers who qualify for early boarding often cite difficulty with mobility, anxiety, or hidden disabilities that are not outwardly visible.
United Airlines provides customer care support for passengers who feel their preboarding rights were not properly honored.
Air travelers who experience issues at the gate can request assistance from a Complaint Resolution Official (CRO)—a designated airline representative trained to handle disability-related complaints.
'Held accountable'
The traveler who shared the SRQ airport incident raised the importance of speaking up in similar situations, whether through direct communication with an airline representative or by submitting a formal complaint.
"Every traveler deserves respect, and United crew needs to be held accountable," the OP concluded their post.
Newsweek has contacted United Airlines for comment, as well as Slight_Eye2787 via Reddit.
Newsweek's "What Should I Do?" offers expert advice to readers. If you have a personal dilemma, let us know via life@newsweek.com. We can ask experts for advice on relationships, family, friends, money and work, and your story could be featured on WSID at Newsweek.
To read how Newsweek uses AI as a newsroom tool, click here.
English (US) ·