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Not all heroes wear capes… some man United’s social media account
United, like American and Delta, offer extra-legroom seats called Economy Plus. They cost extra and, while the price fluctuates by flight, there is always a price unless you are on a full fare ticket or are an elite passenger (which generally means you fly that airline a lot.
When a self-entitled customer asked to move to one after boarding because it was empty, he was told no.
When he took to social media to complain, the exchange went something like this:
Hey @united I’m on UA679 in row 22 and there are 7 rows in front of me completely empty. Yet when I asked if I can move forward to a completely empty row, I get told I have to pay. What kind of BS is that? The rows are EMPTY yet I’m in a row of 3 occupied.
— Krunal Patel ︻╦╤─ (@krunasty) September 7, 2019
Hi, Krunal. Economy Plus seats do carry an extra charge and letting customers move to those seats is not fair to the customers who did pay for the upgrade. ^BA
— United Airlines (@united) September 7, 2019
I understand that, but they’re completely empty after doors have closed. What’s the point of empty seats if they can be filled and your customers can have a better experience?
— Krunal Patel ︻╦╤─ (@krunasty) September 7, 2019
The customers who choose to pay for Economy Plus are then afforded that extra space. If you were to purchase a Toyota, you would not be able to drive off with a Lexus, because it was empty. ^BA
— United Airlines (@united) September 7, 2019
In fairness, the “zing” given was lame on the surface…
The Lexus to Toyota analogy would more equate to buying a ticket on United Airlines and then expecting to fly on Singapore Airlines (a much nicer ride) just because there was an empty seat.
On this flight, the empty seat is just that, empty – perishable in retail parlance.
Still, I agree with United here (I know, I know) and here’s why:
Every other passenger on the plane would surely enjoy extra legroom. They know they don’t have a seat in the extra legroom section and don’t ask. He does. If he moves, someone else will want to. And someone else. And then the spare extra legroom seats all get taken and the rest of the passengers can’t move.
Fair Play
As a pure matter of fairness, if the seats weren’t filled by paying passengers and elite passengers (all of whom would get the “upgrade” for free in exchange for past loyalty) then they should fly empty.
Surely he wouldn’t expect a free upgrade to Business Class just because there was an unfilled seat? Or would he?
The point is, if you charge for something, giving it away for free for no reason waters down the value of it. Sure, if the regular economy section if oversold, you’ll upgrade to Economy Plus and even to Business Class to fill all the seats. And sometimes that might actually get the person to pay the next time if they enjoyed the experience.
If the flight attendant had let him move, it really wouldn’t have been a big deal as a one off.
But taking to complaining on social media that you weren’t given something you didn’t pay for nor earn?
United was 100% right here.
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