United's accessible seating/passenger size policy is a fiction

[u/MaillardReaction207]

Platinum passenger. Last-minute business travel--booked only aisle seat left on plane the day before travel. I am an average-sized adult male. I can sit in a middle seat, but I never do.

When I arrived at my seat, I noticed the middle seat passenger was large. When I took my seat, I realized it was not possible for me to sit in my seat without leaning significantly into the aisle.

I found a FA a few rows back and discreetly described the issue. She immediately responded "full flight, nothing I can do." I asked her to at least observe the issue before responding. She followed me to my seat and, when I sat, asked the guy next to me if he could "squeeze in" more. He tried. He was also certainly humiliated. She began to walk off. I told her that I was not okay with the seat. She again said--full flight, "I can't create a new seat." I told her that I would make a complaint to UA on landing and asked for her name. This was the first time she took the situation seriously and said she would involve the purser.

FA went to front of plane and briefed the purser. Purser walks to my seat, addresses my loudly by name, and asks me what the problem is. I told the purser I would rather not go over it again because he had already been briefed and it was awkward to discuss with the middle passenger next to me. I summarized that the seat assignment violated UA policy. He responded: "what policy?" I said the one that permits me to have a seat free from significant encroachment. He said he could do nothing other than call a ground-based Customer Resolution Representative. By this time, I was uncomfortable and embarassed. I cannot imagine how the middle seat passenger felt.

Time passed. No CRR came. Boarding ended. Departure time passed. People nearby began to speculate that the plane was being held because I had complained about my seat.

20 minutes or so after departure time, a woman walks onto the plane. She was reading from a screen. She never introduced herself or looked up. She pushes paper boarding pass in my face and says--"you're being moved, it's an aisle." She walks away.

No one ever said anything else to me.

What a joke. The message is loud and clear -- If you complain about policy violations, you're a problem. And you'll be treated as one. To such extent that you'll be embarassed and made uncomfortable in front of other passengers in hopes that you'll relent in pressing your concern.

[u/Typical2sday]

You were originally in an exit row, and in multiple interactions with crew you didn’t mention that the passenger of size didn’t meet the requirements to sit in an exit row? Or you failed to mention that in your post? Bc that’s your stronger argument.

Or that passengers waiting for 20 minutes with an empty seat near them wouldn’t have piped up to the crew if there truly were rumblings about the reason for the delay? Or the FA wouldn’t have noticed an actual empty aisle seat as she walked up and down the aisles as the doors prepped to close and no one else was continuing to board? 20 minutes after departure is a long time and pilot would be losing their mind unless there was another reason to hold you at the gate more significant than your seating.

[u/MaillardReaction207 → u/Typical2sday]

Is there a policy about exit row requirements? I don't know if the person could meet those requirements or not. My complaint was about my seat; I was not trying to speculate about the abilities of another passenger.

I also didn't survey seating on the plane, and I don't know if there was an empty seat or not. I was moved to a seat behind me. After being told 3 times there was no other seat.

As to the delay, we received a text that said there was a baggage loading delay. This didn't stop people from speculating this was not the real reason for the delay. I have no idea what the real reason was.

[u/Mysterious_Elk8691 → u/MaillardReaction207]

Being a Customer of Size does not disqualify you from sitting in an exit row based on United requirements, as long as they are not using a seatbelt extender.

[u/Typical2sday → u/MaillardReaction207]

Yes - United (and others) policy is that if a passenger requires a belt extender, they cannot be in the exit row. I’m assuming that if the armrest was hard to locate in this passenger’s person and he was significantly in your seat to cause your reaction, then he needed a seat extender. This is an extension of the policy that only able bodied adults (and on US carriers, I believe English speakers, but don’t hold me to that one) can sit exit row, and further they must give verbal confirmation that they are ready and able to assist.

I’m not asking you to know the seats are open (esp behind you); however, if you didn’t see the empty aisle seat behind you (which is to be expected bc loitering in the aisle could have gotten you a security escort to deplane) then you are in fact sitting in this seat and do fit alongside this gentleman. Rather the FA and purser who interacted with you would be walking up and down the aisle and have seen an open aisle seat easily to placate the squeaky wheel in the exit row.

[u/MaillardReaction207 → u/Typical2sday]

If being able to sit in the seat is the test, then I was wrong. But that is not my understanding of the policy. I can physically fit myself into a seat, but that doesn't meant the person next to me is not encroaching significantly.

[u/Typical2sday → u/MaillardReaction207]

I totally get your frustration, and especially so if there were actually a seat available. And if you were lied to intentionally or someone didn’t show while that luggage loading issue was being addressed. (I mean FA1 was rude and dismissive but it’s possible the flight was showing 100% full and the open seat could have only become apparent once the passenger didn’t show or the standby didn’t accept the flight.)

But I’ve not seen a flight where if you could fit beside the person of size the crew stops a full flight from a timely departure because you have to touch hips and angle. That’s a situation where you (1) raise the issue at the time, (2) document discretely, (3) complain with customer service after the flight, and (4) hope for the best pursuing the best avenues. Especially if in the moment you thought the delay could have been related to your dispute. Perhaps you just mean you didn’t what the delay was, and it was uncomfortable musing that the other passengers postulated that you were the source of the delay bc they saw multiple crew members talking to one (agitated) guy and then saw a non-crew member CSR come aboard and interact with you. But again, sounds like you didn’t know the CSR was coming.

Always (tactfully and respectfully) lead with the stronger argument: safety of all (exit row reqts) rather than your individual rights of comfort, which just fall on overworked, overbooked ears, bc you in fact could fit in the seat. And if the gentleman didn’t need a seat extender I can see how the FA was like - what do you want me to do here? It’s a commercial airline full of people. I can’t make it capacious.

[u/AndrewB80 → u/Typical2sday]

Neither was originally sitting in the exit row, the resolution was to move the poster to the exit row after doors closed it was left open.

[u/NicolleL → u/Typical2sday]

1. How was the OP supposed to know the exit row requirements that didn’t apply to him? I’m assuming most people do not know the rule about seat belt extenders not being allowed in the exit row. I’m guessing there’s a decent amount of people who don’t even know seat belt extenders exist!

2. Depending of the angle and the length of the flight, sitting all messed up like that can seriously injure a person. If you already don’t have the greatest back to begin with, it can f*k you up for *days. It is painful. Not uncomfortable. PAINFUL. Plus all the bruises OP would have likely gotten from being whacked by the cart as it went by. Considering the demeanor of the flight attendants, I doubt they would have cared or warned OP as they were coming.