Hi,
This should have been better handled.. I think the LAS agents questioning was commensurate, in that her asking things like "did you have liquids inside?" and the like would be prudent questions to ask as a part of a larger investigation and asking such-- so long as it's done tactfully, I don't see an overt act of asserting blame to the passenger..
That said, I do NOT like the telephone tag game.. Airlines the size of UA (as UA and CO are now cleared by the FAA to operate under one AOC) should have better processes in place to insure that these things are handled on a more consistent basis..
IF it needs to be inspected, then so be it, but lets make sure that after doing so, the processes doesn't become a game of tag-- come get inspected, then call, no- go back to the office, etc.
Whatever the process needs to be, let's have it be that and be consistent so that dis-serviced passengers aren't further dis-serviced by a confusing and inconstently applied process.
As far the agents conduct when in the view or 'ear shot' of the OP, that's just wrong.. plain and simple..
She may have thought the OP was "a liar".. that's OK for her to think that.. I mean it's hard to control what one *thinks*.. and I don't have an issue per se, communicating her feelings or suspicions to her supervisors, but it's NOT acceptable to do so in front of the passenger. I'd also expect a good supervisor to not only take what their agent has told them, but also to do their own investigation as well.
She should have had more tact and said something like "Can you excuse me for just a few minutes, I need to speak to my supervisor on the matter. I will be right back with you in X minutes."
I also dislike the exchange about her last name.. I think it was in very poor taste to say simply "you don't need that.."
I think there's a whole lot of better ways to address this..
My carrier doesn't endorse the disclosing of last names.. but... to balance that with the real need for accountability - both good and bad- we are required to disclose our first name (or whatever our internal ID shows) and IF our last name is not present, we must disclose our full employee ID number..
So what I'd say in that scenario is something like...
"I'm sorry, but for personal safety reasons, we don't disclose our full names to passengers, but I'll be more than happy to write down my first name and my company ID code which anyone else can use to readily identify me within the company."
but again, like a lot of things in life, it's also HOW you say it.. I can say this and come off as a smart-a$$.. I can also say it, and look you straight in the eye, and be totally honest with you.. so delivery also counts too.
I think this is a fair balance between an employees right to have their personal identity protected and the need for proper accountability.
I think in the totality, UA owes you what you mention was missing from the start, a sincere "We're sorry".. and to the extent that it is, to make you whole for appropriate and document-able damages.
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