Two United Airlines passengers are (separately) ranting online about passengers moving around to other empty economy seats. They have exactly the opposite viewpoints, yet somehow, they both manage to be wrong, in my opinion.
Why can’t you always move to empty economy seats?
Yesterday on Threads, a social media user posted a picture from her economy seat on United, with the following caption:
This is the first time I’ve flown United in years. What the actual F? At least 10 rows completely empty. They won’t allow you to move there unless you pay. Why? Everyone is crammed in the back together!!!!!! Do better United!
Now, for the record, I don’t quite count 10 rows, and I wouldn’t call those “completely empty,” but point taken!
View on Threads
Coincidentally, yesterday on X, a social media user posted a complaint about how she had paid for extra legroom, and then saw people move to empty seats without paying, and the crew did nothing:
love paying for extra space on @united just for people to move into the empty seats without paying while the crew watches it happen lol why do you even sell upgrades
But this wasn’t just a customer service complaint. She took it to the next level, and is getting the FAA involved:
since my flight has been disrupted by non-compliance i’ve done the following:
- learned that due to flight safety it’s actually a direct violation of FAA weight and balance regulations (14 CFR § 121.665) and crew compliance
- filed an official FAA Safety Hotline complaint mid-flight while connected to wifi
- had United lead desk document the crew refusal and seat poaching directly onto my reservation record
- preparing the DOT 14 CFR Part 260 and 49 U.S.C. § 41712 filings for their lack of safety prepartion
It’s kind of funny to separately see two people complain about exactly the same thing, but be on the exact opposite ends of the spectrum. Heck, I guess that actually describes so much of our dialogue nowadays, so never mind.
I disagree with both of these people, for different reasons
Let’s start with the passenger complaining about not being allowed to move seats. I’m going to give her the benefit of the doubt and assume she just doesn’t understand, but the reason airlines have this policy is simple.
On the most basic level, airlines try to sell extra legroom seats, or even seats toward the front of the cabin, for more money. It’s a monetized product. If you just start giving it away for free, then people are less likely to pay for it. And it also doesn’t leave a great taste in the mouth of those that did pay when others simply move up for free — for example, see the second complaint. 😉
You don’t go to a restaurant, order a burger, and then say “hey, but you also have filet mignon, how dare you not give me that for free!” Similarly, you don’t check into a hotel having booked a standard room, and then demanding the presidential suite for free (well, unless you’re an elite member). 😉 Yes, as a secondary point, weight and balance can be a consideration as well, but that’s only in certain situations (based on the overall load of the aircraft, and how the plane is “zoned”).
Regarding the second person’s complaint, I think the initial feedback is totally valid, and it’s the right perspective. It’s also exactly the reason that just upgrading everyone for free isn’t the right move, unless there’s an operational reason for it.
That being said, I find it rather laughable to take a customer service issue and turn it into a safety issue, especially without full context. I’m going to assume that this passenger isn’t actually an FAA safety auditor who understands the rules she’s citing, but instead, she likely just used AI to figure out any possible theories she could come up with to bolster her “safety” case.
She’s literally making DOT 14 CFR Part 260 and 49 U.S.C. § 41712 filings? For what it’s worth, the former involves refunds for airline fares and ancillary service fees, while the latter involves unfair and deceptive practices and unfair methods of competition.
While her general frustration is warranted, this strikes me as a step (way) too far:
- By all means file a complaint with an airline to let them know about lack of enforcement
- Making this a safety issue is ridiculous, because it’s not always a weight and balance issue when passengers switch seats within a certain area of the plane
- If you really think you shouldn’t have to pay for something because someone else got something for free, then I don’t think anyone would be paying for any airline ticket or fee 😉
Bottom line
When you’re seated in economy and the cabin isn’t equally occupied, it’s logical to wonder why you can’t move around to other seats. While it’s possible in some situations, in others, it isn’t.
For the situations where it isn’t possible, it’s because airlines often sell certain seats as being premium, and if you start just letting people move to them for free, then you potentially dilute revenue, and frustrate those who did pay for the experience. Weight and balance can also be a consideration, but only in some situations.
Coincidentally, I saw two complaints about this on social media platforms the same day, both involving United. In one case, a passenger was furious because the crew wouldn’t let her move to an empty seat. In another situation, a passenger was furious because she paid for extra legroom, and saw others moving to empty seats. She even went so far as to file a safety complaint with the FAA.
What do you make of this open economy seat situation?
Mads Campbell is entirely right. If I buy VIP access to an event and the area is half empty, I would feel entirely entitled to a refund if the organizers started allowing general admission ticket holders into the VIP.
I was on a UA flight from MIA to SFO. I got the exit row to myself due to Ua silver status. The exit row ahead of me only had 1 guy in the aisle. But we each had entire rows.
There was a few behind us that moved when the door closed. It was across from me and ahead of me. Still empty beside each of us. Then a few more went to...
I was on a UA flight from MIA to SFO. I got the exit row to myself due to Ua silver status. The exit row ahead of me only had 1 guy in the aisle. But we each had entire rows.
There was a few behind us that moved when the door closed. It was across from me and ahead of me. Still empty beside each of us. Then a few more went to the aisle across from him and then behind him. So 4 people moved. Including all thier stuff.
Now i wasn’t going to do or say anything because i still had my space and lets just say i could be accused of baseless identity politics if i did. So i let it be. I got it for free.
The other guy though turned them all in. The FA marched everyone of them back to thier middle seats. They protected and the FA was clear that they could pay the few to sit there (she even had the payment machine) …around 150 for the flight or move back.
Protests and insults to the FA about being cheap and nasty. But they all marched back to thier middle seats.
Im happy we didn’t have to get police involved.
The first commenter pretty much meets every definition of the term "entitlement whore". Too cheap to pay for a preferential seat? Too bad. Suffer. The second commenter? Go for it, girlfriend. Whatever floats your boat and causes trouble for someone.
I would like to know what flights on UA have that many empty seats in Economy Plus, though.
Is there a United policy that allow or disallows seat changes, e.g. within the same paid seat category? I am not referring to moving to an extra legroom seat, simply moving into a less busy row or moving from a middle to an aisle seat if such is available.
You’re giving the first passenger too much benefit of the doubt. This isn’t a case of them not understanding, they clearly stated why they couldn’t move. They understand perfectly well; they just don’t like the answer. Happens all the time.....
The second passenger is correct. Depending on the aircraft, Some airlines limit how many upgrades can be accommodated due to weight and balance constraints. That said, the crew isn’t responsible for policing the cabin...
You’re giving the first passenger too much benefit of the doubt. This isn’t a case of them not understanding, they clearly stated why they couldn’t move. They understand perfectly well; they just don’t like the answer. Happens all the time.....
The second passenger is correct. Depending on the aircraft, Some airlines limit how many upgrades can be accommodated due to weight and balance constraints. That said, the crew isn’t responsible for policing the cabin to ensure every single person is in their exact assigned seat.
Then whose job is it? Clearly it IS their job because your absolutely be booted from F. Why is an extra legroom seat not treated as the same. W&B aside, if airlines are going to monetize EVERYTHING, they need to be held accountable for that monetization and ensuring that people get ONLY what they paid for. Isn’t that their whole shtick now anyway with breaking down the fare classes even more. Instead of a W&B...
Then whose job is it? Clearly it IS their job because your absolutely be booted from F. Why is an extra legroom seat not treated as the same. W&B aside, if airlines are going to monetize EVERYTHING, they need to be held accountable for that monetization and ensuring that people get ONLY what they paid for. Isn’t that their whole shtick now anyway with breaking down the fare classes even more. Instead of a W&B issue, passenger 2 should make this a bait and switch issue; they paid for a service that was implicitly “exclusive” but then UAa failed to maintain that exclusivity.
making this a safety issue is indeed ridiculous, but it is exactly the culture that US airlines have bred by proclaiming that FAs are "primarily here for your safety" and making every FA whim a safety issue.
it really should not have been hard to predict that passengers will take their cue from the airlines accordingly, and decide that their whims are all safety issues too!
anyway, my view on this, barring any actual...
making this a safety issue is indeed ridiculous, but it is exactly the culture that US airlines have bred by proclaiming that FAs are "primarily here for your safety" and making every FA whim a safety issue.
it really should not have been hard to predict that passengers will take their cue from the airlines accordingly, and decide that their whims are all safety issues too!
anyway, my view on this, barring any actual legit w&b issues, is that first dibs on empty rows should go to those already rightfully seated in extra legroom sections (e.g., moving from a middle seat in a full row to a window in an empty row). then, if any fully empty rows remain, sure, let those in back snag them on a first-come basis. no moving to a row that already has a paying passenger or companions enjoying that row to themselves, though. that protects the interests of the paying pax and also preserves a material incentive to buy up (guarantee your own extra legroom seat and first dibs on empty rows).