Have you ever gotten a free upgrade and then immediately started complaining about how you don’t like the seat? Right, neither have I, but that is exactly what I witnessed on my recent SWISS Senses A350 first class flight…
In this post:
A rather ungrateful operational upgrade recipient
Over the weekend I flew the new SWISS A350 first class from Zurich (ZRH) to Boston (BOS). Up until close to departure, I was the only person booked in first class. However, the flight was overbooked in economy, so there were lots of operational upgrades (between all cabins, so from economy to premium economy, premium economy to business, and business to first).
In the case of first class, I witnessed the other two first class passengers being informed of their operational upgrade from business class to first class. A free upgrade to international first class? That’s kind of the dream, eh?
I was in seat 1D (the center “double suite”), and then eventually the guy showed up who was seated across from me, in seat 1A. The flight attendant was friendly in greeting him, and asked if he had flown SWISS Senses first class before. He said he hadn’t, and his first comment was “I hate it.” He then continued “it’s like a box.” He then proceeded to spend a couple more minutes just ranting about the seat.
After that was done, he called up a family member on the phone, and… started complaining about the seat. Eventually he said “enough complaining,” and they talked about other things.
Toward landing, the purser came around to ask how the flight was, and as soon as those words came out her mouth, I thought to myself “oh, you’re gonna regret that!” In describing how the flight was, he put up his wrist and hand and shook it back and forth (as one might do if they want to convey “meh” or “50/50” or something). You can guess what he complained about (while at the same time not saying anything positive about the excellent crew we had).
People are entitled to their opinions, but…
I understand some people might not like the trend toward more private premium airplane seats. However, the irony is that he still used the privacy doors when he went to sleep, so if you don’t want to feel “boxed in,” that seems like something you wouldn’t want to do.
Ultimately people are entitled to their opinions, regardless of whether they paid cash, redeemed miles, or even got an operational upgrade. But when you literally get a free upgrade right before departure and then immediately start complaining, it does feel like it’s a bit in the “looking a gift horse in the mouth” category.
A minute into his complaining, I was very tempted to jump in and point out that I’m sure someone in a non-privacy seat in business class would be delighted to swap seats with him. But of course I didn’t.
In fairness to this passenger, it was a good reminder of how we’re all looking for different things from seats, and how there’s no first class or business class seat that’s objectively good.
A majority of people like the trend toward more private premium seats, and see that as major progress. But then you also have some people who don’t feel that way, and that’s fair enough.
Bottom line
I flew the new SWISS first class across the Atlantic, and the other two seats were filled by last minute operational upgrades, due to lower cabins being oversold. Usually people are delighted when they get operational upgrades, but the guy across from me wasn’t at all a fan of the seat, and complained to the flight attendant, the purser, and his family, about how the seat was like a box, and he wasn’t a fan.
People are of course entitled to their opinions, but being so upset about something you got upgraded to for free seems a bit extreme, as I’m sure someone in one of the most “open” business class seats would’ve been happy to trade.
It is fair to not like a seat design, but complaining, I think that is a bit much and personally, I would have absolutely told him, if you don't like it, trade it for a business class seat. Why stay in a seat you seem to hate so much?
This is a bad take.
The crew didn't personally give him the upgrade, so there's no angle of being ungrateful here. And if they explicitly ask for his opinion, don't be shocked if someone gives you.. drum roll.. their opinion (??)
I would argue this is probably one of the most valid and impartial opinions of the new seat there is - even more so than a blogger. If someone doesn't even like it when...
This is a bad take.
The crew didn't personally give him the upgrade, so there's no angle of being ungrateful here. And if they explicitly ask for his opinion, don't be shocked if someone gives you.. drum roll.. their opinion (??)
I would argue this is probably one of the most valid and impartial opinions of the new seat there is - even more so than a blogger. If someone doesn't even like it when they've got it for free, then something is clearly wrong.
That doesn't mean I agree with him, it looks lovely to me - but who am I to dare argue with his opinion.
"Kind of the dream?" Hardly. The dream is flying from Tokyo to Zurich on a G800 accompanied by a number twenty-something Japanese hostesses who will pound sake with you the whole flight. But yeah the guy sounds like a douche-tunnel.
Was he complaining in German?
I would apologize and offer to have customer care trading him back to his original seat. I would love to see his face.
He is lucky he was not on a US carrier .
I'm hardly obsessed with you, Julian. My second comment posted by mistake and I couldn't remove it; I tried. On the other hand, like many, I'm not fond of complaining travelers so I'd love to hear more about "a major tell" that you've identified and how this passenger had a seat promised to him 3000 years ago. Please enlighten us.
Reminds me of when I was moved from a confirmed First Class to all the way Back to economy "Toilet Seat". Just because they had to seat a couple of FA's.
Talking about the preference of travelers, I agree that some don't like the trend towards private seats. I flew Qsuites with my (older) parents back around the time it launched in 2018. My father didn't love the idea, because he preferred cabins that are open air without doors. I understand the appeal of such cabins (Like QR's J product prior to Qsuite), but after flying Qsuites a few times, anytime I fly QR's old A359/788...
Talking about the preference of travelers, I agree that some don't like the trend towards private seats. I flew Qsuites with my (older) parents back around the time it launched in 2018. My father didn't love the idea, because he preferred cabins that are open air without doors. I understand the appeal of such cabins (Like QR's J product prior to Qsuite), but after flying Qsuites a few times, anytime I fly QR's old A359/788 product, the seats do seem quite exposed to me.
But if your getting a free upgrade, I agree you should just enjoy it, or give it to someone else.
Clearly wasn't the sharpest knife in the cutlery drawer or (more liekly) he was so self-absorbed he didn't think to wander back to business class and start a bidding war for his first class seat. Pretty sure someone would have thrown him a couple of swiss francs.
My most unusual "upgrade" happened about 25 years ago, flying to USA LH Economy. The Y meal was either pasta with creamy sauce or beef, both of which I do not like. I apologetically explained that I would not eat anything and I'd be fine. The FA, very nice lady, said she would bring me something from J class. But there was again beef in some thick sauce. I politely thanked her and declined. She...
My most unusual "upgrade" happened about 25 years ago, flying to USA LH Economy. The Y meal was either pasta with creamy sauce or beef, both of which I do not like. I apologetically explained that I would not eat anything and I'd be fine. The FA, very nice lady, said she would bring me something from J class. But there was again beef in some thick sauce. I politely thanked her and declined. She insisted, said she would need to check, but they may have a surplus of first class meals. I repeated I would be fine, but in some minutes she was back with a porcelain plate and a delicious meal I never thought one can have on the plane.
Other passengers were quite surprised, I was happy, and the FA was smiling every time she passed my row.
This was my first taste of the First Class.
Also happened to me on LH . My reason was the crew had eaten my special order .
Happened yo me on LH too! Back row of A340-600 economy class and they had only vegetarian meals left on a flight from Frankfurt to Chennai. My seatmate and I were the last people to be served and the cabin crew serving us asked us to wait a minute, then returned with some delicious beef and cabbage business class meals. "Manchmal lohnt es sich da hinten zu sitzen!" (Sometimes it's worth sitting at the back) she said with a wry smile.
Some people like to complain about things they can never afford on their own so that they'll never miss it.
This is so clever of you Julian to connect the use of the exclamation "oy" in the article's title with what you so subtly presume to be the complaining passenger's religion! I'm pretty sure that one can't reserve their seats 3000 years in advance, so care to explain your logic? Asking for a friend of course.
The seat diagram shows BS for "box seat" . WS for "window seat" . VW for "view seat" in front of the FA . So , he is correct . He wanted a "view seat" .
BS doesn't stand for Ben Schlappig?
The article refers to "box seat" . There is No seat with a person's name .
I agree what an ingrate. He should have turned down the upgrade and let someone else in Business get the seat.
While I would not seek out First class over Business on a long haul and spend the extra money or points I would not turn down this kind of upgrade if traveling by myself or it was offered to my wife as well if traveling together. The reason I don't seek First class is...
I agree what an ingrate. He should have turned down the upgrade and let someone else in Business get the seat.
While I would not seek out First class over Business on a long haul and spend the extra money or points I would not turn down this kind of upgrade if traveling by myself or it was offered to my wife as well if traveling together. The reason I don't seek First class is that I'm not a big guys so a Business Class lie flat is just fine. I also am not big into Champagne or Caviar so that's a waste on me.
Just giving my 2 cents worth as other of course can and do have different points of view.
Agree. He did not get less than he paid for. F did not meet his expectations but he did not pay for F. So F him.
I bet someone seated in a middle seat in economy would be happy to trade seats with him.
I kind of get it, though. I know quite a few people to whom an upgrade to first may not mean much since to them, air travel is a chore regardless of class. Furthermore, in his defense, the color scheme selected by Swiss makes the cabin and the pod look extremely dark and dreary. I loved their earlier First product for its fresh and bright look.
Not everyone values privacy as the factor.
I remember a QR flight out of Doha a few years ago, business class section half full, with a boy maybe 16-17 years old in seat 3/4/J/K-ish, who got operational upgraded from economy. When we were about 500 feet in the air he raised his clenched fists in the air and let out a loud "WOOOOOOOOOHOOOOOOOOOOOO!!!" which made everyone giggle loudly. He surely didn't complain about his seat assignment, and made everyone smile the entire trip, including the cabin crew
Reminds me of when I was booked on premium economy on LOT Polish in 2019 and they were wet leasing Air Belgium due to Dreamliner engine issues. That plane didn’t have premium economy so I was upgraded to business. The seats may have been worn but I wasn’t complaining and more than happy.
WAW! That’s…a LOT!
Or maybe he was a savvy person who knows, that once he complains (especially in F), the crew will file a report and customer service will likely get in touch with him and with a little bit of luck he could walk away with some miles as compensation for his "suffering". Since I have seen people writing complains about a 10 minute delay, things like this dont surprise me anymore. I would be thrilled to...
Or maybe he was a savvy person who knows, that once he complains (especially in F), the crew will file a report and customer service will likely get in touch with him and with a little bit of luck he could walk away with some miles as compensation for his "suffering". Since I have seen people writing complains about a 10 minute delay, things like this dont surprise me anymore. I would be thrilled to be upgraded to first, in fact I was, on an LX A350 flight from PRG to ZRH, but thats only a short flight...
Yet , it is like a "box" . The map shows "BS" , meaning "box seat" . So , he is correct .
Errrr...no. BS is for Ben Schlappig. That's Lucky's seat.
Probably spends 8 hours a day staring at a screen in an office cubicle, every working day.
2nd times’s the charm. “Sounds like someone has a case of the Mondays…”
Oof. What an ingrate. I would say, this is a load of ‘BS,’ but then I was reminded by the seat map that those are also Ben’s initials…
Doesn't seem like he did anything wrong? I have sat in international first a few times on different airlines and never really understood why anyone would pay for it (unless famous). Usually when I sit up there it's good but not life changing compared to business. I also don't drink alcohol so that removes a chunk of the value prop. I am also not a huge eater so a 7 course meal does not really appeal to me.
Well then say you’d prefer to stay in your business-class seat and let someone else be upgraded. It’s pretty classless to spend your time complaining to crew about the seat you were upgraded to for free.
Half of the joy of business/first is the good wine they have! I have a friend who drinks cokes with his Michelin meals
Savagery!
Probably one who spends 8 hours a day staring at a screen in an office cubicle every working day.
You can do that from home, too, apparently.
“Yeah, I’m gonna need you to come in on…Saturday…”
I feel as annoyed whenever I'm upgraded from my exit row aisle in Y to a window in Lufthansa's illustrious Eurobusiness. :D
Just another idiot. On an international flight I'd be ecstatic.
Takes one to know one, George. Now, tell us again about Wawa…
I imagine the real issue this guy had was the unexpected change in plans. Some people simply aren’t able to handle any, even if the changes are good.
Lucky - was he complaining in English or German?
@ Simon -- English, as he was American. I didn't get the sense he was a Lufthansa Group frequent flyer, but I was traveling on Swiss National Day and on a Saturday in summer, so I imagine there weren't many elites/business travelers.
Oh okay. I was imagining all sorts of impossibly-long compound words in German he might have used to describe his disappointment. :-)
@ Simon -- I could see that as well, but nope, was just plain English!
"English, as he was American."
Maybe he was Canadian. Canadians are always complaining, and they're known for being rude.
Oh, wait, that would be Americans.
Willy, you weren't kidding... the comments here went 'off the rails'!