At Baltimore Washington International,
Sherry Killens has been held up at check
in for packing a large carry-on, and Nicholas is trying to help.
I carry that bag every week onto the plane.
Today, I show up here, and he says,
oh, you can't carry it on.
It doesn't fit in the sizing thing.
Well, our sizing boxes are the same
throughout all the airports.
But all across America, I have never
been stopped for that bag.
And I understand that, ma'am, and I do--
So go do what you're going to do,
because your apologizing is not making me any happier.
You're not making me any safer, and you're
not making me any happier.
You're not dealing with the inconsistencies.
You can't get it in there.
And I understand--
It goes above the plane.
Ma'am, the sizing box there-- the sizing restrictions
are on there for a reason.
That is our policy.
We have certain sizing restrictions.
And I am telling you--
This is fine.
But the problem is from here on.
So what do you want me to do?
OK ma'am first of all, we attempt
to be consistent at all times.
You do not.
Don't say that.
Because that is not true.
This bag does not take--
It won't fit.
It does fit.
Stop saying that, Nicholas.
Fine.
I was just trying to help out.
It's not helpful.
OK.
She's not going to take no for an answer.
You know what I really want to do--
and you all will hate this-- but I really want to go down to C
and go through.
Because I bet if I go down to C, I'm going
to be able to walk through.
Sherry makes a break for the boarding gate,
but Nicholas heads her off at the pass.
OK.
Did you want to check the box here again--
I don't.
--to make sure it fits?
And I'm sorry that you're upset about the whole thing,
but you know, we do have sizes--
I'm not upset about the whole thing.
What I keep telling you, and you refuse to hear,
is it's the inconsistencies.
What do I do?
I walk right down, no problem, got through.
I just demonstrated for you the inconsistency.
My concern is that we have sizing
restrictions at Southwest.
I'm going to go walk to the gate.
OK.
Well, we can check-- check the sizing box again.
I don't need you to walk to the gate.
If you would just leave me alone, I will be on my plane.
So don't let him now pull me out,
and now you're going to continue to be a pain in my side.
You are.
Because you're telling me this is a Southwest rule,
and I fly Southwest every week.
So don't become a pain in my ass.
Well, we do have--
Go do your job, and let me go through the gate,
just like I went through security.
Well, this is part of my job.
You said you're going to unpack it,
and I didn't see you come through.
And I saw you going through the alternate checkpoint.
And what do you all do when I get at the gate?
If I get at the gate and it doesn't go through,
what do you do?
You want me to tell you?
You will check it at the door.
Well then, that's what I'll have to deal with today, won't I?
My concern is that once you get on board the aircraft--
My concern is that I know the bag fits on the aircraft.
And that you are now causing me a problem.
Well, my concern is if it doesn't
go on board the aircraft, it's going to hold up boarding.
And that's my concern.
I don't give a damn about holding up boarding.
So we can check the sizing box to make
sure that it fits again.
You are not going to now follow me around the airport.
- I'm not following you, ma'am. - You are following me.
That's not my intention.
But it is our policy.
You are following me.
Go back up and go around.
You are following me right now.
No, I'm not, ma'am.
I'm following up with you.
I don't need you to follow up.
When I get up there--
I just want to make sure that your--
I will check the bag myself.
I just want to make sure that your transition is smooth.
That's all.
You have made my transition miserable,
so don't talk about any making anything smooth.
You have done this to help me.
This is what you've done, Nicholas.
And when I get a comment card, I will fill it out.
Stop following me.
OK.
All I really wanted her to do was to check the sizing box,
and if it fit in the sizing box, I
would have been more than happy to allow her to take
it on board the aircraft.
There may be a possibility her bag will
not fit in the overhead bin.
And I'm not going to follow her around.
She's already agitated, and I don't want
to agitate her any further.
Sherry has managed to shake Nicholas,
but she's not in the clear yet.
So if looks a little bit big, I'll be happy to tag it.
Here we go.
How are you?
Good to see you.
Let me just try to sizing box if you don't mind.
Don't start.
I carry this on every week.
Let me check it out.
Because it's--
It'll fit up top.
It does every week.
Is it squishable? I mean, you can--
Yes, it squishes. Yes.
Ma'am, you're good.
Thank you.
Just squish it tight. OK?
How's that? - Thank you.
See you later.
Goodbye.
I'm glad her bag got on.
And hopefully, you know, when she flies again,
she kind of knows what to pack and what not
to pack in her carry-on bag.
I wonder if I would fit in the overhead bin.
I don't know.
This is how a bag must feel.
But this is not going to be my new mode of travel.
Have a good night.