VIDEO: Airline Employee Calls Passenger 'Killer' After Discovering He's A Cop

An American Airlines customer service agent spewed hateful anti-police rhetoric in a video captured by the cop's wife.

Memphis, TN – The frustrated and angry wife of a New Jersey correctional officer on Wednesday shared a disturbing video that she filmed when an American Airlines customer service agent accused her husband of being a killer instead of helping to find their lost luggage (video below).

Theresia Tirado and her husband, Michael, were on their way to visit her parents in the Florida Keys on April 19 when their plans were derailed by bad weather.

Theresia told Blue Lives Matter that their flight from Philadelphia to Fort Lauderdale was cancelled, and they were rerouted through Memphis to Miami.

She said they knew the weather wasn’t the airline’s fault, so they rolled with the punches and when they arrived in Memphis after midnight, they were facing a more than four-hour layover before their next flight.

The American Airlines gate agent suggested the Tirado family go down to the baggage area to make sure their luggage had made it onto their new flight, and so they did.

One bag had arrived and a second bag was missing, so Theresia said her husband went to speak with the American Airlines customer service agent in the baggage claim office.

That’s when the real nightmare began, she told Blue Lives Matter.

A customer service representative for American Airlines named “Gabriel” took down their information but was unable to help locate their missing luggage, Theresia told Blue Lives Matter.

“He was horrible at his job, he had zero answers for us as to where our bag was,” she said. “We were so frustrated at this point trying to keep it together because our boys were sitting in the hallway near us. Finally we asked for someone else and my husband told the agent ‘you are useless to us.’”

Theresia said her husband’s remark caused the customer service agent to “lose his mind.”

“He started screaming at us, telling us that his children were our age and they were doctors and lawyers and we have no right to talk to him like that,” she told Blue Lives Matter.

She said her husband was confused as to why the customer service agent’s children’s occupations were relevant to their lost luggage, and tried to make a point of that with the agent.

“My husband said ‘I don’t care what your kids do - that has nothing to do with this. I am a police officer in New Jersey,’“ Theresia told Blue Lives Matter.

She said that was when the real craziness started.

“He said ‘oh you’re a cop - that means you’re a killer,” Theresia recalled. “I could not believe my ears.”

That’s when she began filming the outrageous exchange on her cell phone.

“Honestly?” an upset Theresia asked the customer service agent in the video.

“He might kill me,” the agent replied.

“Seriously?” she asked.

“He might kill me,” the customer service agent named “Gabriel” said again in the video.

“That is the most offensive thing ever and I will not deal with you,” Theresia told him. “Can you please call your boss down here? Thank you.”

“He might kill me,” the man said again, sitting down to have a drink and making no move to call for a supervisor.

When the Tirados refused to continue the exchange, the customer service agent appeared to attempt to goad them.

“He might kill me because he’s a police officer that called me ‘useless,’” he said before the video ended.

Theresia said that her seven-year-old son overhead the conversation between his parents and the customer service agent and became very nervous.

“The boys were sitting in the hallway close to the office playing on their iPads,” the mother explained. “My oldest son got so nervous that he called my sister because ‘a man was yelling at mommy and daddy.’”

“Mind you, we were in Memphis and she was in New Jersey and it was like 1:30 in the morning at this point,” Theresia told Blue Lives Matter.

The mother is furious that her children overheard the American Airlines agent saying such hateful things about their father’s profession.

“I tend to keep my kids in a bubble when it comes to the hatred towards law-enforcement,” Theresia explained. “I never want them to be nervous of daddy going to work and that man took this away from us. It’s so sad.”

She said her husband filed complaints with other representatives of the airline that night and the following morning, and they continued on their trip without incident.

They also completed an American Airlines satisfaction survey they received a couple of days later but received no follow up.

Theresia didn’t post the video to Twitter until May 1 – 11 days after the initial incident – because she wanted to give the airline an opportunity to make it right. But they didn’t.

It wasn’t until their agent’s hateful rhetoric was posted to social media that the Tirados were able to get any response from American Airlines.

Theresia said they heard from the airline the same day she posted the video on Twitter.

“They just took our statements about the trip and said they would get back to us,” she told Blue Lives Matter. “They said that his actions are not something they stand by.”

Theresia said that she and her husband aren’t the type of people who usually make a big deal over a customer service problem, but they needed the airline to acknowledge that “it’s not okay that it happened.”

“It’s sad that you hear and read about all of this craziness with the hatred of cops but to experience it is even more heartbreaking,” she said.

Blue Lives Matter reached out to American Airlines and received a fast response.

“We apologize to the Tirados regarding the interaction they had with an Envoy team member at MEM during their travels last month. What we see in the video is extremely concerning: In our culture, every interaction with a customer or team member should be grounded in respect. That’s not what we saw here,” American Airlines Spokeswoman Leslie Scott said in an email.

“As soon as we became aware of the issue, we reached out to Mrs. Tirado directly to let her know that we take this very seriously. We have spoken to both Officer and Mrs. Tirado and have assured them that we are taking steps to make things right with them and ensure this doesn’t happen again,” Scott said.

She told Blue Lives Matter that American Airlines does not consider the problem handled. She said they are investigating and plan to stay in contact with the Tirado family until the matter is resolved.

“American Airlines is a strong supporter of law enforcement organizations throughout the communities we serve,” Scott told Blue Lives Matter. “We recognize the important role that law enforcement officers play in society as a whole and we work closely at all of our airports with law enforcement who we consider our partners in running a safe operation.”

UPDATE:

American Airlines contacted the Tirados on Thursday afternoon with what Theresia called a "curious" response to the situation.

"They said they will be implementing more training to their employees," she said.

The busy working mother said she and her husband were satisfied with the response from the airline and that all they wanted to do was get back to "real life."

Watch the interaction between the airline’s customer service agent and the law enforcement family in the video below:

Comments (69)
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Code911
Code911

Carefully listen to the Agent's voice. I seem to hear a foreign accent in his voice. This could be a chance meeting of a foreigner, a naturalized citizen, perhaps, from a country where the police are feared. Still no excuse for his comments to this family because the Father is a police officer. The Agent is in America and not in a foreign country of dubious practices and his position involving direct contact with the traveling public should be closely examined. Perhaps he needs to work in another position with the airline that has minimal contact with the traveling public.

Hi_estComnDenomn
Hi_estComnDenomn

The agent looked calm and collected. Even sat down and finished his tea.

On the other hand, the husband thought his cop privilege extended to airports and his rude wife is disrupting other passengers.

The agent did what i wish more people in customer service did when confronted with screechy bitches.

yelyana
yelyana

Why was he not fired, or removed from that position? If the airline truly wanted to send a message to their employees that this kind of behavior is not acceptable, they failed miserably.

Hi_estComnDenomn
Hi_estComnDenomn

Also, the comment about his children being more successful than them and he doesn't have to take their shit was a nice jab.

Keep flexing on em.

tuffyman
tuffyman

What a P.O.S. I will NEVER fly "NON" American Airlines again!

sammysanchezocasio
sammysanchezocasio

It's NEVER ok to call someone USELESS even if you think they are. I know I've had a bad day sown into the fabric of my life a time or two. There were so many better ways to have handled their frustrations. Pick one

hunter6011
hunter6011

I no longer fly American....poor service; I now fly Delta = much better service! Try them.....I gave up on American awhile ago....

1Starhoosier
1Starhoosier

It says that he is a "correctional officer" in the beginning of the article. Then he says "I am a police officer" and the rest of the article refers to him as a police officer. A CO in NOT a police officer! They are two very different occupations! Why would he refer himself as a police officer when he is a correctional officer? He works in a jail! He does not patrol the streets. I am so confused here, so what is he? A CO or a police officer?

Michael Bryant
Michael Bryant

Just another idiot to sit in a chair and hopes no one bothers him... They must have shipped him to ATLANTA INTERNATIONAL AIR PORT... Same BS with a lot of foreigners that you can't really understand them if they can stay awake... I also wonder who makes uniforms in those super huge sizes?

gfc1963
gfc1963

He should lose his job. he might get 'killed' because the guy was a cop? What a pussy.

Snakeman 51
Snakeman 51

I hope that this is now a "former" employee of American Airlines.

alaskalawdog
alaskalawdog

This is just one reason I refuse to fly American. Word of warning, don’t transport your weapon if you travel for your job. If you have to do that, you will immediately have your ammunition stolen and land with empty magazines. The employees will refuse to check you in unless you surrender your ammunition. They could care less if you are on duty and your equipment is checked and secured in a locked case.

tfort
tfort

The cop and his wife are the problem. They showed no respect and they got no respect.

I blame the cop’s parents for not teaching him better.

Icemanmurph
Icemanmurph

When did Farrakhan start moonlighting at AA?

Wish505
Wish505

Have had bad experiences with both AA and Delta and we have not stepped on to one of there flights for over 20 years.

Caddis
Caddis

First mistake is flying with Ametican Airlines. Worst customer service attitude and I've flown on most carriers. Boycott them.

Truck9445
Truck9445

Jet Blue Always.....

Vigilent
Vigilent

Prime example of an ignorant worthless foreign piece of shit. We don't need or want his kind in OUR COUNTRY. Stop bringing in garbage.

CaptainDL
CaptainDL

I did notice that AA was quick to point out that it was not an AA employee but an Envoy Airline employee they spoke with. It appears the employee just didn't want to be bothered. Recently, I flew from Prague to Albuquerque. I had 2 suitcases and cleared customs in PHL and continued on to ABQ via DFW. Both my bags misconnected in DFW and went separate ways. When I arrived in ABQ I went to file a claim, the agent asked my name then informed me of the location of both bags, when they would arrive ABQ and when they would be delivered to me the next morning. I received my bags at 11 AM the next day. One bag was damaged and AA replaced it with an identical bag. In this NJ couples case, it appears the agent just didn't want to be bothered and that would probably set me off too.

Azzi
Azzi

Two wrongs dont make a right. Both parties made comments that were uncalled for.

No. 26-26
Fighting4u
Fighting4u

I hope this used condom never needs a cop!