United passenger threatened with handcuffs to make room for 'higher-priority' travele
Apr 11, 2017, 7:57 pm
#46
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Didn't Munroz have a heart attack and got a heart transplant?! Wonder how he'd feel if the doctor told him "sorry, someone else with a higher status than you needed your heart so we gave it to him instead." even though Munroz was 1st in line for the heart and was already getting ready to go to sleep in the OR...
Apr 11, 2017, 7:59 pm
#47
Join Date: Apr 2017
Posts: 2
That ain't right.
If you paid for the first class ticket and then get involuntarily bumped down to economy they should at least refund you the difference in the cost, not give you a voucher for 500. That just means that they pocketed the profit without doing right for you.
I think what would have been fair would have been the difference in price and at least comp you a beverage no matter what status you are with the airline.
I think if vouchers were banned and airlines were forced to give you cash for the inconveniences then customer service would improve and loyalty still means something.
If you paid for the first class ticket and then get involuntarily bumped down to economy they should at least refund you the difference in the cost, not give you a voucher for 500. That just means that they pocketed the profit without doing right for you.
I think what would have been fair would have been the difference in price and at least comp you a beverage no matter what status you are with the airline.
I think if vouchers were banned and airlines were forced to give you cash for the inconveniences then customer service would improve and loyalty still means something.
Apr 11, 2017, 8:08 pm
#48
Join Date: Jul 2009
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I have only seen one mention of the word "FAM" in this context. I understand the need to keep the inner workings of Air Marshal operations unpublished, but what does an airline do when a FAM needs a seat at the last minute? (and seats have already been assigned, BP's issued, etc.) and then a smaller plane is substituted?
Point 2: If UA had known about the smaller plane substitution earlier, would the passenger in question even be able to buy a FC ticket in the first place?
Point 2: If UA had known about the smaller plane substitution earlier, would the passenger in question even be able to buy a FC ticket in the first place?
Apr 11, 2017, 8:10 pm
#49
Join Date: Feb 2006
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At least according to LAT's narrative, I'm not so keen on this Fearns character's DYKWIA attitude. But the issue is not about him. It's about UA's appalling policy of unconfirming a lesser customer to make way for a more "valuable" one. Seriously, yanking out an already seated pax is not good business practice no matter how much inconvenience it'd avoid for the supposed GS pax.
Apr 11, 2017, 8:12 pm
#50
Join Date: Dec 2009
Posts: 350
Didn't Munroz have a heart attack and got a heart transplant?! Wonder how he'd feel if the doctor told him "sorry, someone else with a higher status than you needed your heart so we gave it to him instead." even though Munroz was 1st in line for the heart and was already getting ready to go to sleep in the OR...
Apr 11, 2017, 8:16 pm
#51
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That ain't right.
If you paid for the first class ticket and then get involuntarily bumped down to economy they should at least refund you the difference in the cost, not give you a voucher for 500. That just means that they pocketed the profit without doing right for you.
I think what would have been fair would have been the difference in price and at least comp you a beverage no matter what status you are with the airline.
I think if vouchers were banned and airlines were forced to give you cash for the inconveniences then customer service would improve and loyalty still means something.
If you paid for the first class ticket and then get involuntarily bumped down to economy they should at least refund you the difference in the cost, not give you a voucher for 500. That just means that they pocketed the profit without doing right for you.
I think what would have been fair would have been the difference in price and at least comp you a beverage no matter what status you are with the airline.
I think if vouchers were banned and airlines were forced to give you cash for the inconveniences then customer service would improve and loyalty still means something.
1) fare difference
and
2) a compensation voucher based on the distance, which would be $500 in this case
http://www.flyertalk.com/forum/unite...ation-etc.html
Apr 11, 2017, 8:17 pm
#52
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Other than the fact the LA Times piece mistakenly speculates the higher-priority pax "probably had more miles or something" (was probably a GS or other VIP would be my thought), it's pretty damning of the bad attitude by many FAs.
What's really amazing is that 2 years ago, it was worse. By far.
Those calling for Oscar's head over this and the doctor on ORD-SDF should keep that in mind. Oscar can actually make things better. He already has done so to a huge degree over the Smisek days... still obviously has a long way to go.
What's really amazing is that 2 years ago, it was worse. By far.
Those calling for Oscar's head over this and the doctor on ORD-SDF should keep that in mind. Oscar can actually make things better. He already has done so to a huge degree over the Smisek days... still obviously has a long way to go.
Apr 11, 2017, 8:20 pm
#53
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UA's policy is to give a $500 e-cert for a downgrade on a flight of this length, plus a refund of the fare differential from F to Y. Which is exactly what they gave the "victim" here. This could be more or less than what would be due under EU261, depending on the fare paid.
This is an extreme case that doesn't really happen (and they don't oversell F), but it would be nice to see protections similar to IDB.
Apr 11, 2017, 8:29 pm
#54
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No question the airlines get too easy a pass on involuntary downgrades. Though I've been successful in getting a downgrade refund based on a discount Y fare (believe it was a Q).
Apr 11, 2017, 8:42 pm
#55
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Notice how your story, and someone else who got upgraded on a flight to Asia, originated outside of the US? Did you notice that many agents working outside the US may actually live outside the US, maybe even be a race that is not commonly present in the US? Maybe have different culture and values?
Did you ever think there might be an issue with agents in the US?
Did you ever think there might be an issue with agents in the US?
Apr 11, 2017, 8:50 pm
#56
Join Date: Apr 2011
Posts: 24
UA's policy is to give a $500 e-cert for a downgrade on a flight of this length, plus a refund of the fare differential from F to Y. Which is exactly what they gave the "victim" here. This could be more or less than what would be due under EU261, depending on the fare paid.
Don't you see that there is a reasonable and customer friendly way to handle this stuff?
Apr 11, 2017, 9:30 pm
#57
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The thing about what happened in Chicago, we can all see for ourselves what really went down.
Apr 11, 2017, 9:57 pm
#58
Join Date: Apr 2011
Posts: 24
I don't put much stock in the first person, totally uncorroborated DYKWIA story, which if you drop the drama reduces to "UA swapped aircraft and I lost my F seat and wound up flying economy. And then UA comped me per its policies." As previously stated, I don't see any grand injustice there.
The thing about what happened in Chicago, we can all see for ourselves what really went down.
The thing about what happened in Chicago, we can all see for ourselves what really went down.
Apr 11, 2017, 10:08 pm
#59
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Bumping someone due to an equipment swap is fine, but you do it BEFORE they board. Likewise, a hotel can deny you a room, but you don't go into a room you've already assigned to someone for the night and kick that person out. You accommodate the person who has arrived when no rooms are available in an upgraded room type, in a downgraded room type with extra compensation, or at another hotel, preferably one that's nicer.
Apr 11, 2017, 10:12 pm
#60
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Actually, United comped him after he asked for it. Any reasonable airline would have just cut him a check automatically, as they OWED him the difference in fare. I've been in exactly this situation - its United's policy to compensate in flight certs rather than providing proper refunds, as you know.
Was this guy the victim of some gross injustice? I just don't see it.