United is deeply sorry that one of its employees canceled a passenger’s reservation at the check-in counter because he recorded the employee on his cell phone. The passenger, Navang Oza, says he turned the phone’s recorder on because the agent wanted to charge him $300 for his bag, which was over the 50lb weight limit. Oza said he was charged just $125 for same bag with the same stuff inside on the previous flight and he wanted to document the conversation he was having with the agent. When the agent realized that Oza was recording her, she protested and canceled his ticket. He had to buy a ticket on another airline to get home.
(Thanks, Matthew!)