Originally Posted by
flyinbob
I understand how customer service works, unlike UA, which I have observed over nearly 2 million miles of flying. The plane was in SFO, their primary maintenance facility, the problem was a
seat, not exactly brain surgery, and not fixing it would lose a potential revenue seat. So why wasn't it repaired upon landing? And ill-prepared gate personnel is not an excuse for not handling seat switching in a tight situation. Besides the OP, I'm sure there were probably a few people on board a 2+ hour flight in that sardine can who were not pleased to see employees in F seats. But this continues to be SOP for United, with no effort to change it.
Ding Ding Ding. Are we to believe that the fact the jumpseat was broken wasn't communicated to the folks at SFO before the inbound flight arrived? If so, FAIL!
The GA should have know that the seat was inop well before that plane arrived in SFO, should have notified the couple that one of them wasn't going to be upgraded and thus sorted the whole mess well before boarding. Then they could have decided to have neither of them take the upgrade before boarding and have a paying customer take the seat. That is how it would have worked at any company wanted to keep paying customers anyways.