Last edit by: sexykitten7
Archive thread - Random seat changes to UA itineraries after they are booked & purchased [ARCHIVE]
Potential causes {draft list -- needs work}
Potential causes {draft list -- needs work}
- Aircraft equipment changes (appears can be an issue even if the new aircraft is the same type)
- Computer "glitch" -- common explanation, real source unknown
- Weight & Balance issues
- Federal Air Marshal {FAM}
- Seats needed for passenger with medical / disability / .... issues {particularly a bulkhead issue}
- Pet in cabin {no bulkhead}
- Accommodating an high elite or VIP {somewhat unlikely, not standard company policy, and more likely to occur in a premium cabin}
- Accommodating a family group {not very likely and not standard company policy}
Random seat changes to UA itineraries after having an assigned seat [Consolidated]
#91
Join Date: Jul 2005
Location: Pleasanton, CA
Programs: UA MM 1K; HA Pualani Gold, SWA A-List; Aloha Silver (RIP); HH Gold
Posts: 432
Paid for Economy Plus subscription for my son going to school back in Boston. Had 9C on flight tomorrow since September. Looked this morning and he was put in 35D! Call UA and they couldn't explain it except for possible aircraft change. Supervising agent said when that occurs the "system" reassigns seats based on original seat (i.e, aisle/window) but it is not based on Econ Plus or status. Is this really the case? Can't see a 1K in front getting reassigned automatically a seat all the way in the back.
#92
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,419
Although agents make things up, this doesn't seem to be that far off. If you skim this thread, you'll find that there are plenty of complaints from users about being moved out of their seats for no readily apparent reason, status or no.
#93
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,424
I would also believe "E+ subscriptions" is a corner case where the shuffler forgets to account for your E+ entitlement.
#94
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,168
Paid for Economy Plus subscription for my son going to school back in Boston. Had 9C on flight tomorrow since September. Looked this morning and he was put in 35D! Call UA and they couldn't explain it except for possible aircraft change. Supervising agent said when that occurs the "system" reassigns seats based on original seat (i.e, aisle/window) but it is not based on Econ Plus or status. Is this really the case? Can't see a 1K in front getting reassigned automatically a seat all the way in the back.
And as a 1K I have wound up in awful/back-of-the-(Air)bus seats after a shuffle, but both obsessively watching my reservations and having agents that look out for me, I've only very rarely actually flown in that seat.
#95
Join Date: Jul 2005
Location: Pleasanton, CA
Programs: UA MM 1K; HA Pualani Gold, SWA A-List; Aloha Silver (RIP); HH Gold
Posts: 432
I agree that perhaps the program doesn't account for E+ subscriptions but the agent said that status (which would entitle a flyer in E+) was a not a factor in reshuffling of seats. That was the reasoning that didn't make sense. If status was not a factor then how do people get put back into E+ after an aircraft change? What else besides status qualifies a flyer to be assigned an E+ seat that the system would decide upon?
#96
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
It should not make sense because it is wrong. Most phones agents (including so-called supervisors) don't have a clue how certain operational issues are handled and either make it up to get you off the phone or heard it someone who made it up. If the aircraft change reduce the E+ seat count, then a non-status passenger is going to lose out.
#97
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,419
It should not make sense because it is wrong. Most phones agents (including so-called supervisors) don't have a clue how certain operational issues are handled and either make it up to get you off the phone or heard it someone who made it up. If the aircraft change reduce the E+ seat count, then a non-status passenger is going to lose out.
#98
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,168
I agree that perhaps the program doesn't account for E+ subscriptions but the agent said that status (which would entitle a flyer in E+) was a not a factor in reshuffling of seats. That was the reasoning that didn't make sense. If status was not a factor then how do people get put back into E+ after an aircraft change?
Second there are so many ways someone can wind up in an E+ seat -- the vast majority actually don't involve a discreet payment for the seat :
- FQTV Status
- Paid E+ one-off purchase**
- Paid E+ subscription
- FQTV Companion (on or off PNR; off PNR by manual intervention) -- e.g. my wife is traveling on a MP ticket and I have a revenue ticket. Called res and they put her next to me manually without charge (allegedly documenting the PNR 'in case anyone needs to know why I didn't charge you' but that actually happens maybe 50% of the time)
- Corporate contract fares where E+ has been negotiated
- Disability accommodation by the special services desk (particularly, e.g. bulkhead and aisle seats with movable armrests)
- Certain special services at agent discretion (traveling with a large musical instrument as cabin baggage being the one that immediately comes to mind)
- Closer to departure, BE and Y passengers without an assigned seat if either the agent is in a good mood or those are the only seats left (or a combination of both)**
** so here's another place that seems to illustrate that E+ is not a core part of the customer service/seat assignment flow. For an agent working in SHARES directly (vs. eg. the Aero overlay which I don't know about) there doesn't seem to be any environment-forced enforcement for E+ fee collection. That is to say from what I've observed SHARES doesn't seem to know/care if the agent is assigning a passenger to an E+ seat out of necessity (no charge) or by request (possibly a charge or not) and when a charge applies that appears to be a separate workflow to collect the charge... But I could be hallucinating
#99
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,419
** so here's another place that seems to illustrate that E+ is not a core part of the customer service/seat assignment flow. For an agent working in SHARES directly (vs. eg. the Aero overlay which I don't know about) there doesn't seem to be any environment-forced enforcement for E+ fee collection. That is to say from what I've observed SHARES doesn't seem to know/care if the agent is assigning a passenger to an E+ seat out of necessity (no charge) or by request (possibly a charge or not) and when a charge applies that appears to be a separate workflow to collect the charge... But I could be hallucinating
#100
Join Date: Jul 2005
Location: Pleasanton, CA
Programs: UA MM 1K; HA Pualani Gold, SWA A-List; Aloha Silver (RIP); HH Gold
Posts: 432
I appreciate all the comments. It's just a mystery with no agent or supervisor able to give an explanation that seems reasonable. It's a SFO-BOS plane that has 4 rows in Polaris and then starts with E+ as row 7 through 12 with 20 and 21 being the exit row. According to seatguru, there are no other configurations of the 757-200 that are similar where an equipment swap would have deleted seats except for the PS config with 7 rows of PS and then starting with row 20 in E+. If a plane swap did occur, it should have been the exact same configuration with the swap occurring within the last couple of day (the last time I checked).
One thing I found out when speaking to an agent the first time about this was that my son's profile didn't show he had a subscription, but when they tried to choose a E+ middle seat (all that was available) they saw it said no charge. So it sounds like there is some issue with their system of not having an E+ subscription always in a traveler's profile and only checks when selecting a seat.
One thing I found out when speaking to an agent the first time about this was that my son's profile didn't show he had a subscription, but when they tried to choose a E+ middle seat (all that was available) they saw it said no charge. So it sounds like there is some issue with their system of not having an E+ subscription always in a traveler's profile and only checks when selecting a seat.
#101
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,168
Unfortunately the fact is that any agent you'll actually be able to talk to likely doesn't have that much information about how the black box works.
#102
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,424
I appreciate all the comments. It's just a mystery with no agent or supervisor able to give an explanation that seems reasonable. It's a SFO-BOS plane that has 4 rows in Polaris and then starts with E+ as row 7 through 12 with 20 and 21 being the exit row. According to seatguru, there are no other configurations of the 757-200 that are similar where an equipment swap would have deleted seats except for the PS config with 7 rows of PS and then starting with row 20 in E+. If a plane swap did occur, it should have been the exact same configuration with the swap occurring within the last couple of day (the last time I checked).
#103
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Their primary responsibility in this instance is to move you back to the seat you requested if you can't do it online or the app.
#104
Join Date: Jul 2005
Location: Pleasanton, CA
Programs: UA MM 1K; HA Pualani Gold, SWA A-List; Aloha Silver (RIP); HH Gold
Posts: 432
There are actually two different 16J 752 configurations flying, and they are different in Y. 2 frames are slimlined with 16J/42E+/118Y and the other 36 not in mod are 16J/45E+/108Y. If you post which flight someone can look up the tail history (or you can yourself on flight stats).
The second supervisor I spoke to said whatever I can see on the app or online was what they can see regarding available seating. No more or no less.
Last edited by WineCountryUA; Dec 19, 2019 at 7:00 pm Reason: merged consecutive posts by same member
#105
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,424
I thought of one other thing... the government kicked all the air marshals back to Y. Stands to reason E+ aisles could now be prime FAM seats.