Seat assignment foolishness
#16
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#17
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This subject about full fare tickets keep on coming up but I think United has it right in this instance. The full fare passenger that does not have status on United is not a frequent customer of the airline. Simple as that. Any business values frequent and repeat customers and why should United be any different? Perhaps, on this particular flight, this one passenger spent more on his full fare ticket than some elite members but who's to know when he's going to fly United again whereas the 1Ks, the 1Ps and the 2Ps are flying United over and over again. It may sound unfair to deny a passenger with a full fare economy ticket a seat assignment in E+ but is it really unfair?
#18
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Amplifying information
Thanks for the comments.
The ticket was purchased one week in advance so it wasn't a last minute deal. We did have the option of USAirways back to Reagan National but since capacity reductions USAirways no longer flies an afternoon TPA-DCA run. We'd have to wait until 6:30pm.
When discussing this with the UAL attendant she tried to explain how my seat assignment would depend on how many others opted to upgrade to E+. So in effect what they do is "shuffle the deck chairs".
I was not implying I deserved an E+ seat. But from my perspective, I paid full fare, refundable. If E+ was all the seats that remained open on the flight, then put me in that seat and move on. No need for this kabuki dance at the gate
Nervous traveler? No not really. Just one who like efficiency and proper customer service.
The ticket was purchased one week in advance so it wasn't a last minute deal. We did have the option of USAirways back to Reagan National but since capacity reductions USAirways no longer flies an afternoon TPA-DCA run. We'd have to wait until 6:30pm.
When discussing this with the UAL attendant she tried to explain how my seat assignment would depend on how many others opted to upgrade to E+. So in effect what they do is "shuffle the deck chairs".
I was not implying I deserved an E+ seat. But from my perspective, I paid full fare, refundable. If E+ was all the seats that remained open on the flight, then put me in that seat and move on. No need for this kabuki dance at the gate
Nervous traveler? No not really. Just one who like efficiency and proper customer service.
#19
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This subject about full fare tickets keep on coming up but I think United has it right in this instance. The full fare passenger that does not have status on United is not a frequent customer of the airline. Simple as that. Any business values frequent and repeat customers and why should United be any different? Perhaps, on this particular flight, this one passenger spent more on his full fare ticket than some elite members but who's to know when he's going to fly United again whereas the 1Ks, the 1Ps and the 2Ps are flying United over and over again. It may sound unfair to deny a passenger with a full fare economy ticket a seat assignment in E+ but is it really unfair?
It is UA that says those E+ seats are available for an extra fee, and a full fare should qualify. Someone who pays $150 for a cheap ticket and is offered an E+ seat for an additional $60 should get the seat ahead of the guy who put down $800 for the full fare seat? That, it seems to me, would insure you would not get that big spender as a frequent customer.
#20
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This subject about full fare tickets keep on coming up but I think United has it right in this instance. The full fare passenger that does not have status on United is not a frequent customer of the airline. Simple as that. Any business values frequent and repeat customers and why should United be any different? Perhaps, on this particular flight, this one passenger spent more on his full fare ticket than some elite members but who's to know when he's going to fly United again whereas the 1Ks, the 1Ps and the 2Ps are flying United over and over again. It may sound unfair to deny a passenger with a full fare economy ticket a seat assignment in E+ but is it really unfair?
A full fare customer is one that UA wants. Whether they fly 25k a year or not, they are far more profitable for UA, probably make UA more money with that one ticket than 25k worth of L fares.
UA should impress these customers and give them E+ IMO, as good business practice. Even if they only fly 3-4 times a year, if it's full fare, these customers are something UA should want as a repeat customer.
#21
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Probably true, but United has long made it obvious that they value status above all else. Upgrades are based on status. Compensation is based on status. Seating is based on status. It seems the only thing that's based on fare paid is meal preference (and even that's primarily based on status).
#22
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Opportunity for UA
In these type of situations where E- is completely full and it is likely that the passenger is going to end up in E+ who paid full fare on a refundable ticket, an offer of a complimentary upgrade to E+ by a check in agent would make good business sense. Chances are they are not giving away anything that will cost UA money and there is a chance that the free upgrade to E+ given by someone who thanks the passenger for their business and makes it clear they are getting a free upgrade to a better seat, could result in future business. To do this the check in agents would need to be empowered to do this and care about presenting a positive impression.
#23
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Probably true, but United has long made it obvious that they value status above all else. Upgrades are based on status. Compensation is based on status. Seating is based on status. It seems the only thing that's based on fare paid is meal preference (and even that's primarily based on status).
And besides, I wasn't speaking of what UA seems to value, I was talking about what is IMO good business sense! And I certainly see lots of discrepancy between the two in many areas!
#24
Join Date: Jun 2007
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You know, the current generation of 1Ks, 1Ps and Global Services members will eventually die or stop flying because they're people. And because they didn't bother to create a new generation of 1Ks, 1Ps and Global Services members that are loyal to UAL because UAL treated potential 1Ks and 1Ps like crap when they were general members and they walked to Continental or god forbid US Scareways, then UAL HAS no base of frequent customers. And that's how UAL will cease to exist. Which is totally fine by me.
Last edited by stupidhead; Nov 2, 2008 at 1:37 am
#25
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#26
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Not that I have any inside info, but OP did not sound like he was likely to become a UA elite even before this incident.
#27
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Some folks make it sound like I was trying to horn in on their Elite privileges. Simply not true. I stand in line with the Ma and Pa Kettles, pay for any snacks or drinks I want, and pay the baggage fee if necessary.
I just thought it shoddy treatment that a full fare paying customer could not get a seat assignment at check-in.
Will this encourage me to fly UAL more in the future? No not really.
#29
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It's not quite the same. In your example, UA should give the closest possible match to what you pay for, so E+ would be appropriate for "disserviced" F and C passengers. In the OP's case, he paid for Coach and got exactly what he paid for.
#30
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I am not following what the OP expected UA to do. All the seat assignments were assigned, thats why there was no seat assignment available. This happens regardless of what fare you purchase. So would UA be expected to bump someone out of their seat assignment? That would be ridiculous.
Yes, this was considered a close-in purchase as the seats were all assigned at the time he/she purchased. It really is a first come first served situation with seat assignments.
This happens to every airline, so taking that ticket to another carrier will not solve the problem. The reason for this, is that airlines oversell planes to maximize revenue. Even if the plane was not oversold, and sold close to capacity, not all seats (156 in this case) are available for preassignment - exit rows and not being eligible for E+ will restrict the OP from being able to assign a seat. Again, this would have happened regardless of the fare he/she was on. The airlines solve this by assigning the seat at the gate. Happened to most of us at some point in time, and we just accept that seat and get on board. Its not that big of a deal to wait that long to most, but it apparently is to the OP and I respect that. Its just one of those things that happens while traveling.
Yes, this was considered a close-in purchase as the seats were all assigned at the time he/she purchased. It really is a first come first served situation with seat assignments.
This happens to every airline, so taking that ticket to another carrier will not solve the problem. The reason for this, is that airlines oversell planes to maximize revenue. Even if the plane was not oversold, and sold close to capacity, not all seats (156 in this case) are available for preassignment - exit rows and not being eligible for E+ will restrict the OP from being able to assign a seat. Again, this would have happened regardless of the fare he/she was on. The airlines solve this by assigning the seat at the gate. Happened to most of us at some point in time, and we just accept that seat and get on board. Its not that big of a deal to wait that long to most, but it apparently is to the OP and I respect that. Its just one of those things that happens while traveling.