Internet users have been reacting to man's complaint about a United Airlines policy in which he would have been charged to upgrade his seat to an empty one on his flight.
Ben Houg, posted on X complain that passengers who are in economy seats have to pay to upgrade when there are free seats available in more expensive sections of the aircraft.
"@united insisting people either pay for upgrades or stay packed in like sardines on flights with plenty of open seats is poor customer service," he said.
Empty seats on an aircraft. One X user got an unexpected response when he complained about having to pay to upgrade to empty seats on a United Airlines flight.Empty seats on an aircraft. One X user got an unexpected response when he complained about having to pay to upgrade to empty seats on a United Airlines flight.p_saranya/Getty ImagesHowever, this has been the policy of United Airlines for some time. Houg received near 100 responses to his post, with many defending United's way of doing things,
A United spokesperson told Newsweek: "Customers are prompted to choose their preferred seat during booking. If a customer wishes to upgrade into Economy Plus seats, our flight attendants can assist with payment. Premium cabin upgrades must be completed before boarding."
Customers on United Airlines flights are not permitted to sit in upgraded seats without paying for it. Some passengers may not know this, which can lead to a "clash of expectations", says Gary Leff, of the View From The Wing travel site.
United Airlines is the fourth largest airline in the US, according to Statista. Between March 2023 and February 2024, the company held a 16 percent share of the domestic market.
United had previously responded to customers with similar comments to Houg's. In September 2019, X user @krunasty complained that they were told by United staff that they would have to pay to upgrade to seats that were empty anyway.
United responded: "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."
Many shared a similar stance when responding to Houg's recent X post.
"It's you thinking you deserve something for nothing while others don't. You had a chance to pay for one of those, and it sounds like they offered to let you pay," said Philip Deatherage.
Benjamin Nocholas wrote: "You got what you paid for. Nothing more. Nothing less."
Meanwhile, Darrell B commented: "I sometimes buy upgrades because I see the other two seats are empty. Last thing I want is to pay for an upgrade and then someone comes to sit next to me because there is an empty seat in the upgrade seat."
User Wellness Guru Jeffy said: "You got what you paid for. Wanted that nicer seat? Should have bought it."
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