United Airlines passengers compete to move to empty economy seats

Two United Airlines passengers are (separately) speaking out online about passengers moving to other empty economy seats. They have exact opposite views, but somehow they both manage to be wrong, in my opinion.

Why can’t you always move to empty economy class seats?

Yesterday on Threads, a social media user posted a photo from her economy seat at United, with the following caption:

This is my first time flying United in years. What is the actual F? At least 10 completely empty lines. They won’t let you move there unless you pay. For what? Everyone is crammed in the back!!!!!! Do better United!

Now, for the record, I don’t actually count 10 lines, and I wouldn’t call them “completely empty”, but it’s a point taken!

Coincidentally, yesterday on X, a social media user posted a complaint about how she paid for extra legroom, then saw people moving to empty seats without paying, and the crew did nothing:

i love paying for extra space on @united just so people can fit into the empty seats without paying while the crew watches this happen lol why are you even selling upgrades

But this wasn’t just a customer service complaint. It’s taken to the next level and involves the FAA:

Since my flight was disrupted by non-compliance, I proceeded as follows:

1. learned that due to flight safety, this is actually a direct violation of FAA weight and balance regulations (14 CFR § 121.665) and respect for the crew
2. filed a formal complaint with the FAA Safety Hotline mid-flight while connected to wifi
3. asked United main office to document crew refusal and seat poaching directly on my reservation file
4. prepare DOT 14 CFR Part 260 and 49 USC § 41712 filings for their lack of safety preparedness

It’s quite funny to see two people separately complaining about the exact same thing, but being on exactly opposite ends of the spectrum. Hell, I guess that actually describes a lot of our dialogue these days, so whatever.

I disagree with both of these people, for different reasons

Let’s start with the passenger who complains about not being allowed to move his seat. I’m going to give her the benefit of the doubt and assume she just doesn’t understand, but the reason airlines have this policy is simple.

At the most basic level, airlines try to sell seats with more legroom, or even seats located toward the front of the cabin, for more money. It’s a monetized product. If you just start giving it away for free, people will be less likely to pay for it. And it also doesn’t leave a good taste in the mouths of those who paid while others simply progressed for free – for example, see the second complaint. 😉

You don’t go to a restaurant, order a burger and then say “hey, but you also have filet mignon, how dare you not give that to me for free!” Likewise, you don’t check into a hotel after booking a standard room and then claim the presidential suite for free (well, unless you’re an elite member). 😉 Yes, as a secondary matter, weight and balance can also be taken into account, but this is only in certain situations (depending on the overall load of the aircraft and how the aircraft is “zoned”).

Regarding the second person’s complaint, I think the first feedback is completely valid and it’s the correct perspective. This is also exactly why upgrading everyone for free is not the right decision unless there is an operational reason for it.

That being said, I find it rather laughable to turn a customer service issue into a security issue, especially without full context. I’m going to assume that this passenger isn’t actually an FAA safety auditor who understands the rules she’s citing, but probably just used AI to figure out every possible theory she could come up with to bolster her “safety” case.

She literally makes DOT 14 CFR Part 260 and 49 USC § 41712 filings? For what it’s worth, the former involves reimbursement of airfares and ancillary service fees, while the latter involves unfair and deceptive practices and unfair methods of competition.

While his general frustration is justified, this seems to me to go too far:

• Do not hesitate to file a complaint with an airline to inform them of the lack of enforcement of the law.
• Making this a safety issue is ridiculous, because it’s not always a weight and balance issue when passengers change seats in a certain area of ​​the plane.
• If you really think you shouldn’t have to pay for something because someone else got something for free, then I don’t think anyone would pay a plane ticket or fee 🙂

Conclusion

When you’re sitting in economy class and the cabin isn’t equally busy, it’s logical to wonder why you can’t move to other seats. While this is possible in some situations, it is not in others.

In situations where this isn’t possible, it’s because airlines often sell certain seats as premium, and if you just start allowing people access to them for free, then you risk diluting revenue and frustrating those who paid for the experience. Weight and balance may also be considered, but only in certain situations.

Coincidentally, I saw two complaints about this on social media on the same day, both involving United. In one case, a passenger was furious because the crew wouldn’t let her sit in an empty seat. In another situation, a passenger was furious because she paid for more legroom and saw other passengers moving to empty seats. She even went so far as to file a safety complaint with the FAA.

What do you think of this open economy seat situation?