FlyerTalk Forums - View Single Post - united gets into a twitter dispute over passenger seeking free upgrade to E+
Old Sep 18, 19, 6:12 pm
  #3  
davie355
 
Join Date: Nov 2013
Location: SFO
Programs: UA Gold, AS MVP
Posts: 4,278
Originally Posted by dilanesp View Post
I think UA is right and the passenger is wrong.
Gee, I've never heard that opinion on FlyerTalk.

There's a frequent poster on this forum who loves to say "Analogies never work," and I have to say he has a point.

UA wants you to pay for E+. This is just corporate policy; the airline doesn't give FAs much discretion.

If you book a Toyota rental car but they happen to have a Lexus on the lot and it's the slow season, there's actually a good chance a strategically phrased request to upgrade will land you a complimentary upgrade. This is also corporate policy; local managers have the discretion.

In many sports stadiums I've booked cheap seats and then moved to better seats when it was clear they'd be vacant. I have never been confronted about this.

Bottom lines is the norm varies by industry. UA was wrong to make the analogy in their Twitter post, but the passenger didn't have grounds for complaint, either.
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