United Airlines reportedly threatened to force everyone on their flight 923 from Los Angeles to London to get off the aircraft on Sunday, unless three business class passengers gave up their seats and moved to extra legroom coach in order to make room for flight attendants. A passenger says that this “came across as a threat, both in their wording and tone.”
United Airlines Business Class Cabin
Apparently, crew rest seats on the aircraft were inoperative and so the airline needed to assign business class seats for this purpose. Since the flight is ten and a half hours long, government regulations require dedicated crew rest.
Since the business cabin was full, they needed three volunteers. But if nobody was going to volunteer, the airline would pick passengers to downgrade. And since they don’t physically remove customers from the aircraft once seated (based on corporate scarring after the David Dao dragging incident in 2017, and the FAA regulations that followed), they would require everyone to get off the plane and re-board the aircraft.
The airline offered $1,500 in travel credits plus 75,000 miles for the inconvenience, but they didn’t have takers, and so they upped the travel credit offer to $2,500 which was enough to find three volunteers. The flight left 44 minutes late because of the ordeal.
Boeing 787 Crew Rest
Boeing 787 Crew Rest
Another United passenger shared that the same thing happened to their flight departing India. This time it was weight and balance, where the first seven rows of passengers in business class were forced to move to coach.
- Only middle seats were available
- The whole thing had to be accomplished in 20 minutes, before crew timed out
- So they didn’t take volunteers, and wouldn’t allow swapping
There were passengers, such as the one sharing what happened, who were happy to take the $2,500 compensation, but they were seated in the 8th row and not eligible. Since some of the passengers in the first 7 rows, “were already in their pajamas, watching movies” they were “livid and the whole thing fell apart.” It took more than the allotted 20 minutes, and the flight cancelled – for the second day in a row.
Another passenger shares volunteering to downgrade for $2,000, and a return of their friend’s PlusPoints which were used to upgrade from coach to business class.
The money comes in the form of travel credit, good for a year, which I used to visit my family. I left my spouse sitting in Polaris, and he gave me his amenity kit. We were both happy.
For some, $2,000 or more in travel vouchers is like a lottery win. For others it’s an absurd slap in the face – they bought the premium cabin seat to relax comfortably on the long flight, and they’re not getting what they paid for. It would take orders or magnitude more than that to ‘make it right’.
I get the feeling that USA are run to pay the pilots well while providing perks to the cabin crew. Passengers, whether paying or award credited ones, are a distinct inconvenience. I wonder who messed up the crew rest area so the flight attendants could get the business class seats (I am being cynical)?
UA stands for “UNLIMITED ANGST” to many for over 20 years have gave up the hope its top management will fire it’s senior crew in every department especially flight crew that has the industry worst customer service score to turn around its highly discouraged younger employees who want to provide the basic standard of customer services! These mostly older attendants who were promoted based on seniority are running the show are hardly GED graduates were promoted based on seniority over better educated younger crew
Until UA board of directors are able to direct the hopeless top management to kowtow to these union bosses and stewards, you do NOT want to suffer ultimate angst dealing with these clueless customer services old folks they need to retire them to stand a chance of continuing to be the bottom feeder of the airline industry they can never stand a chance to get out of mud in the swamp!_
Nothing to do with this story, but I will always remember that the rudest FA I’ve ever come across was UA LAX to SYD in December 2010. I will remember her for the rest of my life.
I gave up on UA when they increased the required spend for Platinum by 50% all at once.
If United offered $5000-7500 in travel credit on top of 75,000 miles, there would have been no shortage of volunteers. But when the airline goes cheap, consumers get the short end of the stick. It also doesn’t help when the airline refuses to promise the most timely rerouting in the same class of service on the next flight out regardless of operating airline.
UA is just being cheap. More reasonable would be this policy (read and learn airliners): “A full refund to the customers will be given immediately (no vouchers), as well as a doubling the refund of any miles used plus a free transatlantic round trip in Business Class within 24 months at the customer’s convenience”. I am sure the willingness to volunteer would improve. Also, UA, keep your crew rest area in pristine condition!
There are nurses on their feet 12-16 hours straight that don’t even get to pee or eat, with peoples’ lives literally in their medicslly-trained hands. There ar3 restaurant and store workers doing 8+ hour shifts that are not even allowed to sit during their times behind the cash or waiting tables.Does it all have to be extremes??
At one time I was traveling on Southwest over 60 times a year .Large carriers, United, American, and others were never on my bucket list. Southwest flight attendant’s are the best in the industry. Complementary, understanding and care about every passenger and address complaints in a kind and caring fashion. My only choice of airlines, in fact if I have to fly American I get an immediate resentment just thinking about the experience,
Well, the good news is….. A private company has every right to do so!
To Tim ja
UA is not a private company it is a Public stock. So read about owning ual stock. The stockholders can vote out the board if they have enough votes.
We had a similar experience this summer. We flew business class to Amsterdam and we were supposed to fly business class back from Barcelona after celebrating our 40th anniversary. No “volunteering” here. My wife was forcibly downgraded because the crew rest area couldn’t be climate controlled. I had booked the flights 6 months before the trip and paid cash for my ticket and used miles for my wife. I’m a million mile flyer and my wife is supposed to fly on my same status.
My wife was “given” the $1,500 flight credit at the airport by the contract gate agent and we asked for a supervisor, who showed up after everyone else had boarded and was rude and dismissive. We get on board and someone is sitting in my assigned seat so a woman can sit with her family and I have to move!
The flight crew did bend over backwards during the the glight to make things as good as possible. They were attentive to both of us and gave my wife 25k miles along with all the amenities of Business Class.
I filed a formal complaint with United and it took over a month to get a response. I requested more compensation plus the return of my miles used for the flight. I got NOTHING more than a return of 75k miles to my account, the difference between business and premium economy. No explanation as to why booking 6 months before the flight didn’t protect our seats or why my wife was downgraded instead of others with less status on United.
Not a great way to treat someone who has been loyal to United for over 30 years.
This sounds more like a “demand” made to United from the AFA- Flight Attendant Union.
Sounds like UAL needs to maintain their aircraft, including the crew rest areas, instead of deferring every single maintenance item until the plane literally cannot fly.
United should not be threatening passengers to give up their seats. My grandmother always said‘it’s not what you say, it’s how you say it’. They could have simply said,’due to faa rules, the flight attendants on board would be required to be seated where they can be well rested. Passengers in business class are encouraged to change their seats to extra legroom and they will be fully compensated for the inconvenience. ‘
It’s FAA mandated they get crew rest, not the airlines rule. They have to follow the rules are they will get fined. And working 10 hours on an airplane is different than working on the ground. Different factors effecting your body. Don’t hate the airline, hate the FAA who forces their hand
@MikeL Crew rest is an FAA regulation.
@jns go ask some crew whether they prefer crew rest areas or business class seats, if this was a 787 or 777-300ER I’m sure most would take the crew rest, the beds are bigger and comfier than a Polaris seat and way more private (no pac walking by), for the 777-200 I still think most FAs would take the crew rest.
@Dave Lam, I agree the FA seniority system is flawed. But every airline in the US and most airlines worldwide use it (it’s a bit different for single hub carriers like Emirates etc) but network carriers all seem to use it.
Some of yall are stupid as hell. It’s not the union pushing for anything it’s literally the government that states flight attendants must have crew rest. Yall attacking the flight attendants show how inoperative your brain and comprehension skills are.
United should better be organized. Working ip in the air while everyone is sleeping is stressful to the body.
Airpressure, radiation is higher rude passengers. I do not agree fully with the policy there are also rude flight attendants. They should be put on there spot or fired.
Dr Dao situation is another story. He brreached security after being deplaned. Why do the news only bring half of the story
I have a friend working at United
David Lam,
You are a bitter nasty individual and I am glad I don’t have to serve you. It’s the FAA that requires this. Check the government’s rules before you open your foul mouth next time
After flying the Colombian airline, AVIANCA, several times over the years throughout South America, I am convinced that if Avianca ever came to the US (one of my favorite fantasies) they would eat everybody’s lunch the first quarter. AVIANCA has thoughtful, caring and considerate flight attendants– who by the way are also attractive and easy to look at- most of them could walk down a fashion runway in their Avianca uniforms– as opposed to some of the unfriendly, ugly and bossy pit bulls I’ve encountered on American and United flights. The AVIANCA passenger accommodations are comfortable and clean and their state of the art complimentary electronic passenger accessories stored in the seatbacks for easy access to games and multimedia have been standard since the early 2000’s. I’ve been flying United long enough to remember when it was Continental Airways, and before that it was Texas Airways. Back in the ’80’s and early ’90’s you could legally board any domestic flight with a handgun and spare mags in your briefcase and nobody cared. I know because I carried a handgun with me on business trips many times on flights across the US, and there wasnt any security checkpoints, Xray machines or terrorist hysteria. For the last 25 years United airliners have grown increasingly uncomfortable and grimy, and the flight “attendants” have grown increasingly nasty and bitter to the point where for years they’ve acted like passengers are doing them a favor to board their shitty planes to be abused by their haughty and dismissive attitudes. Not every single flt attendant is like this, but enough are to where its a breath of fresh air when you finally experience an airline (AVIANCA, for ex) where you’re actually welcomed as a cherished customer instead of a commodity-unit.
I always love it when I read “reviews” of someone who booked a room or a flight months or weeks ahead of time, and had something bad happen. “But I booked way in advance…” Why does that make any difference?
Just this age of entitlement we are in. If I find myself in a situation such as this the best thing to do is accept it and make the best of it.
My ancestors had to travel by WAGON 4 months in 1850 to cross from Ill to CA to try to get rich…no luxuries , death all around them. You are traveling by airplane across oceans in hours in relative luxury. Perspective make a difference.
If this is how united treats its customers, then it will never, Ever fly with those guys ever. Damn it seems like those guys had an extremely terrible rep already as it is from beating,. Kicking, throwing out doctors off a flight, breaking guitars, bullying passengers, to losing your bags.. So surprisingly those guys are still in business flying to this day. Eventually they’ll end up like Pan Am and Eastern. It’s not a matter of if, but when. They really suck.
I work for a competitor of United as a Flight Crew member. Crew Rest seats can become unusable for a myriad of reasons. Required Emergency Equipment may have became inoperative for some reason and is required by the FAA or the Crew rest area cant be occupied. For the gentleman who blamed the Flight Attendant Union, they have nothing to do with the Crew Rest Regulations the FAA Mandates those also. I have seen the Crew Rest Area blocked because of an infestation of Bed Bugs. The regulations state the area must be a place where Crew Members can rest and Sleep. They are on duty up to 18 hours and in an Emergency must be able to respond quickly. It isn’t some thing that United wants to do but their hand is forced.
The FAA requires FAs to have crew rest on a flight over 8 hours. If the bunks are inop, we have to use the first class seats. In the event of an emergency, trust me, you want us to be well rested, whether it’s an emergency evacuation or a medical emergency. We are well trained in those areas. I read a comment that nurses are on their feet longer with no rest. That’s an absolute shame. I would never want a nurse to take care of me that’s not well rested. The law needs to change where nurses & doctors are involved.
I will say this as well, not all, but most of your flight attendants with mainline are college educated. That’s a fact.
Don’t get mad at your flight attendant or UA. This happens on every airline that flies long hauls. It’s either that or cancel the flight if the bunks are inop. It’s a law regulated by the FAA. Plain & simple.
Booking a flight way in advance has nothing to do with whether or not you will be downgraded in a situation like this. The only advantage is saving money by booking early and the fact that you will have a seat reserved on the flight. But there is no guarantee that the seat that you purchased in Business will be available to you.in unforeseen circumstances which I understand can be very aggravating. But at least the compensation should be big enough to where you are willing to give up your seat to sit in economy.
So funny that the photos they are showing are pilot crew rests. The flight attendant bunks are much smaller and cramped
Why does one only hear this on US flights but not on asian, middle eastern carriers? Overbooked flights, and cases like this?
I read the comment about Avianca and had to chuckle, as they are in my opinion, one of the worst I have ever flown with!
I am with Star Alliance and will fly with LATAM just to avoid them!
I hate to generalize, but my experience of their staff is that they are rude, uncaring, unknowledgeable and unpleasant (but hey, some people aren’t morning people).
True, I have only flown them 4 times.. 2x to Colombia, El Salvador and Chile but four times was enough.
I am happy the other poster had good experiences, but for me they are the horror of the Latin American skies and would rather fly with United than with them again.
What these people, pilots and stewardesses, don’t realize is that they are all easily replaceable. There are literally tens of thousands of people who have the qualifications but can’t find jobs because of the limited number of spots. If UA held a national hiring event they could replace every stewardess in 72 hours easily. Every pilot could be replaced in a week. UA should do what Reagan did back in 80’s when the air traffic controllers went on strike. Fire the whole lot and replace them with people who will be happy to have a well-paid secure job.
I’ve have experienced this rude and disrespectful behavior by United FA, UAL don’t only have the worst crew but the worst airline food, too. How they get away with this behavior is probably a credit to their Union power against management.
If this kinda thing is really going on with certain airline companies,then maybe it is time that travelling customers should take a stand against the airline companies Pathetic threats and say *HELL NO*- Not gonna happen !
I used to work for UAL. Nothing has changed. Don’t expect class or grace from them: Jeanne d’Amiciis doesn’t work there any longer
I’ve been skimming through the FAA regulations and I can’t seem to find “lie-flat” orthe required dimensions for the crew rest area. So that would seem like the unions have negotiated for crews to get rest in business class seats and not the FAA ruling? If that’s the case, yeah the passengers have right to be upset with the airline unions.
United’s policy of preferring crew over passengers is the reason I don’t fly them anymore. And I have run across it more than once. And If you’ve ever had the misfortune to witness the way they behave when in these seats, it is hard to imagine they ever worked in service and that they clearly must loathe doing so. I have no understanding as to why UA continues to structure their business model this way but I don’t need to pay to be spurned and disdained. Also once on a transcon flight with a broken chair, UA asked someone to volunteer to move to business, as I was the only solo traveller they looked first to me. I asked for first class round trip ticket. For 90 minutes they refused and eventually a man agreed to separate from his wife for a mere 40,000 miles. We were 2 hours late over something that would have cost them absolutely nothing. Again, this was the disdain of the employee, who clearly could have managed the miles for me inside of a minute. It was just that she refused to not get her way. They are the nastiest in the sky but then they came from Continental Air, who truly were sadists.
You can thank the Flight Attendant Union. It’s in their labor contract based on distance and duty report time and which seats are provided. I suspect they had to work the return flight or another long leg upon arrival.
If they are required to rest(& that is reasonable) then the airline should automatically block seats for that purpose. They know which seats do what on each plane so it would not be hard to do. As far as the “compensation” for the customer, I would only give up my seat for actual refund/cash-not a credit for future flight
When one can afford a business class ticket worth 7k or 8k, why would I take under 3k travel credit to change. Try a free flight by refunding in credit card credit, amount of the full business class ticket, then may think about it.
If they kept the seats in good repair this wouldn’t be a problem. Why should ANYTHING be broken on an airplane?!
Gooood advice !!!!!
Use airlines from outside America and you will never have this problem.
I flew international business class for over 40 years all over the world with nearly all airlines, but not American airlines (except Delta).
Also the service onboard and the quality of business class travel including the seats, the food, and the amenities offered are superior to any American airline ( except Delta).
So the choice is yours!!!!!
So if it happens to you you can only blame your own choice of airline.
“Threatening”? Who writes this crap? There is a procedure when flight attendants are either flying for pleasure or deadheading (meaning positioning to a station from where they’re required to operate a flight), in which case yes, they would displace paying passengers. Don’t take it out on the crew, it’s not their decision. In that case, we used to be offered J seats but of late, they’ve been in economy. If working the 777 or 787, they have designated crew rest areas, by way of bunks, away from the prying eyes of passengers, so no need to use J seats. On the old 767, we used to get the last two seats at the back on the left hand side and sometimes, but not always, fortunate enough to have a privacy curtain, because that’s where passengers would line up to go to the toilet and stare at us, wondering why we were seated and not serving them?!? Well, believe it or not, we also get a lunch break like the rest of the working world
How exactly does a bed become “inoperative”?
Get over it folks- this has been going on for decades! In 1986 whilst travelling to Europe with a German airline, in Dubai all the passengers were disembarked for refuelling- OK- accepted it was for safety reasons. However, when ready to re-board passengers were herded into large busses, guarded by the military, to return to the aircraft. However it was not a return. Passengers were held in those non-airconditioned busses for over 2 hours at the steps to the aircraft. Reason?- Well they had determined that because of a delay in re-fuelling, the incoming crew would have exceeded their shift time by 15 minutes. And so we sweltered in 100F + temperatures until the airline was able to round up a fresh crew to take the plane onward to Europe. Not even returned to the airconditioned terminal. Amazing that they could rustle up a fresh crew within 2 hours!! And I guess the scheduled crew went back to their luxury air-conditioned hotel suites, without having done a day’s work. Nice job if you can get it. No wonder, in a cash conversion to today’s money, the fare was about 4x the then going rate. So- nothing new, and, surprise, that airline no longer flies to Australia. No wonder the Middle- Eastern airlines have made major inroads into the so-called “Kangaroo route”
If the crew rest area is out of service, the plane is out of service. Simple. Get another plane or cancel the flight.
Crew rest bunks are way more preferable to sitting in Polaris. It’s silent and dark/more private. To the person asking, no flight attendant would ever purposely mess up crew rest to sit in Polaris. You are being cynical.