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Home » Alaska Airlines » Step Back! Alaska Airlines Agent Inflames Tense Baggage Situation
Alaska Airlines

Step Back! Alaska Airlines Agent Inflames Tense Baggage Situation

Matthew Klint Posted onJuly 12, 2024July 12, 2024 14 Comments

a man talking to a woman

An Alaska Airlines baggage agent in Newark did not handle a customer well after a customer did not handle a baggage delay well…prompting unnecessary threats and escalation over a very routine issue.

Alaska Airlines Baggage Agent In Newark Gets Upset Afer Delivery Delay

I’ve traveled millions of miles over the years and one of the top pieces of advice I would offer you is never to attack airline employees for something that is beyond their control. Here, passengers were dismayed that their baggage was delayed over an hour after arriving at Newark Liberty International Airport (EWR). Of course, it is not ideal to have to wait for a bag when it is late and when you just want to get home or to your hotel. Yes, it can be aggravating. This is a big reason I tend to travel with carry-on bags only.

It seems that one passenger became upset and started demanding the bags show up quicker (as if the agent could snap her fingers and make the bags appear…) and that set off the Alaska Airlines agent, who began yelling at her.

A man next to her, maybe related, told her to stop “berating” the woman to which the Alaska Airlines agent responded that she would call the police and have him removed because he was showing “attitude” toward her.

She then began yelling at him to “step back” even though he was not close, remained calm, and never moved closer toward her. It’s such odd behavior from the baggage agent…

Take a look:

So is she the Karen or is the guy in the blue sweater a Kevin? Maybe both? We don’t know what was exchanged before the camera started rolling, but the agent is visibly upset so I can only imagine the lady in the red sweatshirt and perhaps the man in the blue sweater were not being kind.

But the whole “step back” thing really rubs me the wrong way…why should he step back? He appears far calmer than she was. Isn’t it her job to de-escalate situations like this? If so, she appears to be power-tripping and that’s not a good look.

That said, I don’t envy the job of a baggage agent…and if you find your baggage delayed, don’t take it out on the airline employees in baggage claim…it’s not their fault!

What do you think is going on here?


video: @ferrarishreds / TikTok

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About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

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14 Comments

  1. Maryland Reply
    July 12, 2024 at 7:39 am

    We have become a world of indignant people. Manners, kindness and trying to understand others has been lost to perceived offenses. In this case, everyone contributed to making an unpleasant situation worse.

    • microwavedout Reply
      July 14, 2024 at 3:42 am

      that’s what happens when you microwave brains 24-7 from all directions.

      Hmm… 2.4 Ghz….know how a microwave oven works? What devices emit 2.4 Ghz?

      What’s the difference between analog and digital?

      few inquiring minds want to know…

  2. Malik Reply
    July 12, 2024 at 8:29 am

    Personally, I found being polite and kind to gate agents and airline reps in situations outside of their control (i.e weather irrops, mechanical issues) to generally help my situation. During the Summer of 2022, YYZ and LGA were probably the worst airports to fly out of and it was a very rainy summer. My flights got cancelled but by being the non-demanding and polite customer made them want to help me out even more and always ended up catching a flight out of those airports later in the day or on the first flight out the next day in the same cabin I was originally supposed to take.

  3. Dave Edwards Reply
    July 12, 2024 at 9:02 am

    I’m just shocked a shooting didn’t occur over this “dis”. That’s one of the main triggers that starts so much of their violence.

  4. MeanMeosh Reply
    July 12, 2024 at 11:17 am

    In my experience, baggage agents are the most rude, unhelpful people in the entire airline ecosystem, even worse than gate agents. That being said, trying to sass back (which I suspect happened here) never ends well.

  5. John A Reply
    July 12, 2024 at 11:32 am

    Some people get up in the morning hoping that during the day somebody will give them a reason to be pissed off. I dealt with them for years in my job. It’s best to smile at them and say, “You may be right.” That really pisses them off and makes their day.

  6. GUWonder Reply
    July 12, 2024 at 12:26 pm

    If the “step back” language is about physically stepping back, it makes no sense. If it’s about stepping back figuratively and to think about the circumstances earlier on or in a different way, then that language makes sense.

    The exchanges in the video seem relatively benign and calm compared to some of what I see around NYC and at airports around the world.

  7. Bill Reply
    July 12, 2024 at 12:52 pm

    “Step back! Step back” He didn’t move or even look up from his phone.
    Newark is toooo ghetto.

  8. Karen Reply
    July 12, 2024 at 1:26 pm

    Let’s stop the “Karen” and “Kevin” name-calling. I’m sure you reporters are creative enough to come up with better ways to describe rude and entitled people.

  9. Scott Reply
    July 12, 2024 at 2:26 pm

    Newark gonna Newark.

    • John Reply
      July 12, 2024 at 8:15 pm

      You win. Perfect answer!

  10. John Reply
    July 12, 2024 at 8:18 pm

    I just really like how he does not step back! Not one step.

  11. Bob Builder Reply
    July 13, 2024 at 3:56 pm

    Why did Alaska hire that lady? She is straight out of the ghetto.

  12. emercycrite Reply
    July 16, 2024 at 10:37 pm

    The agent is unprofessional and if she cannot handle simple customer objections or complaints then she has no place in a customer facing job role.

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