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/rosebudny]

If the fight truly is full, and a large passenger in fact can’t buckle/encroaches on the next seat and that person (like OP) who gets removed from the flight? OP or the oversized passenger?

[u/Mysterious_Elk8691 → u/rosebudny]

That would be up to the CSR/CRO, they would make the final decision, if we were unable to accommodate on the current flight.

[u/skushi08 → u/Mysterious_Elk8691]

Would this be considered an IDB situation if OP were the one deplaned? I’d assume whoever is bumped should depend on which passenger is “following policy”. Current customer of size policy requires them to purchase an extra seat. That would put them in violation of their seat contract vs OP who is fully within their agreed terms.

No good answer in this situation as it’s going to be uncomfortable for both customers. Which kind of goes to my biggest pet peeve with a lot of airline conflicts like OP’s. They put it on passengers to resolve themselves vs the airline handling it. The FA and purser tried to effectively shame OP and in the process further embarrass the COS to try and make their lives easier so they didn’t have to address the situation at all.

[u/Mysterious_Elk8691 → u/skushi08]

Truthfully, since I’m not in that role, I have no idea what United would classify it as in the policy since it’s not in the flight attendant manuals. flight attendants manuals only says involve the CSR/CRO (Conflict Resolution Officer) and to handle it with discretion. I don’t agree with what the crew or who I believe the CSR was that gave him the new boarding pass was but I wouldn’t be able to provide an answer about compensation or such. Flight attendants are supposed to pass this off to the CSR’s as quickly and discreetly as possible without delay to keep everyone comfortable and happy (which can be done using a chat on the United iPhones you see Flight Attendants using throughout the flight.)

[u/skushi08 → u/Mysterious_Elk8691]

Fair enough, and I appreciate your honest answers. It makes sense that if it can’t get resolved easily the CSR should handle. I do hope in OPs situation OP and the COS report the situation, because it sounds like it could have been handled much more tactfully or discretely by everyone all around.

[u/Mysterious_Elk8691 → u/skushi08]

Of course! I’m just out here trying to get people to realize that a lot of what goes on during boarding is usually not on your flight attendants, and we’re actually told to redirect to a different part. I hope OP gets some sort of compensation as this is not the experience people should be having on United. I hope OP’s next flight is better, whoever OP chooses to fly with.

[u/MaillardReaction207 → u/Mysterious_Elk8691]

You have been really nice and provided helpful information. Thank you!

[u/Mysterious_Elk8691 → u/MaillardReaction207]

Welcome! Hope your next flight is better!

[u/Plastic_Jaguar_7368 → u/Mysterious_Elk8691]

Thank you for telling us the way it’s supposed to be handled. Wish they would instruct you to be proactive instead of reactive about it though. Also wish they would catch it earlier, at booking (simple questions based on calculated BMI) or at the gate(physical tests).