Airline crew caught on camera arguing over carry-on bag

Natalia Rutkowski, 27, says she was traveling with her mom to Newark when an United Airlines gate agent stopped them from checking in due to the size of a bag.
2:55 | 02/28/18

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Transcript for Airline crew caught on camera arguing over carry-on bag
I'm sorry, sir. You'll have to check that. That won't fit. I'm not checking my bag, okay. That is -- Come on. We've all been there. It seemed the last flight I was on. It's called a carry-on. They sold it to me as a carry-on. That's from "Meet the parents." We've all been there struggling to fit it in the overhead bin and one woman's frustration caught on camera battling with a united airlines employee and David Kerley is at Reagan national with the story. Good morning, David. Reporter: Michael, good morning. It is the battle over the bags. It's only intensified since at the started charging for luggage and here is the problem where it can start. With bag fitting kiosk. Dogs it actually fit? Reporter: It took a bit of effort but natal ra said mean this didn't convince a gate agent. You're telling me this bag doesn't fit in here. Reporter: The 27-year-old and her mom stopped by an agent. You're telling men this bag, this purse here doesn't fit in here. This is what you're telling me. No, it doesn't fit. As they try to check in heading to Newark with her mom's purse. This is mine. I already checked my bag. This is my mom's purse. Reporter: The agent claiming the bag doesn't just slide in. We're sticking by the rules. You're telling me it doesn't fit in here. That fits. What are you talking about? This bag fits. With the employee about to leave -- The conversation is done. Man, let's go. Reporter: An apparent supervisor steps in. You can't force it down. I am not forcing it down. Ultimately what's involved is training. Training people not just to follow the rules absolutely but to train them to understand that their customer is the most important element here. Reporter: This following a year of public relation troubles for the chicago-based airline. Oh, my god. Reporter: After Dr. David Dao was forcely removed from a flight after refusing to give up his seat. Oh, my god. Reporter: In the battle over the bag the second agent allows the women to head to the gate with their bag. She can't check this. It's a personal bag. Okay, so why wasn't that in there before? That's fine. Reporter: So they got on the plane with the bag, united airlines said it reached out directly to the customer to learn from the incident and exactly what happened so they can better deal with these kind of situations. Don't forget, make sure your bag fits. Can't shove it in there. Thank you so much, David. Did you think it fit? I thought it did. It did but she had to push it in there. George, have you ever traveled with me? I've almost taken off the whole overhead rack trying to get a bag in there. I stuff it in there too.

This transcript has been automatically generated and may not be 100% accurate.

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