First off, I want to start by explaining that I’m not complaining. The flight from EWR to ORD was less than two hours, I don’t really care about sitting in domestic first class, and United did a great job handling my situation. I’m writing this because of how absurd the whole thing is and because this happened just weeks after #Bumpgate.
What’s Bumpgate?
If you honestly have no clue what Bumpgate is I’m so happy for you. It was the most overblown media story in the history of US aviation. It’s a situation that United handled extremely poorly both during the actual event and in the hours and days that followed. Bumpgate is one of a few reason United CEO was not recently promoted to Chairman. It’s a story that travel bloggers wrote more than anything else I’ve ever seen. I personally avoided writing about it because I didn’t think the story was that interesting, until now, sort of.
Basically a man was forcibly removed by some goons at ORD airport after United called airport security. United removed the man and 3 other passengers from the flight because the flight was full and United needed to get 4 crew members from Chicago to Louisville. Sure, United crew could have driven the short distance to Louisville, but they didn’t and we ended up with Bumpgate.
Did United Learned Their Lesson or Fix The Problem
No, clearly they didn’t. I don’t work for United, I don’t fly United often, and I personally dislike United so I really don’t know much about their policies. That being said, less than a few weeks following the incident I found myself in a similar situation. No, I was not removed, but I was bumped from Domestic First class to Economy class due to an oversold flight. Even worse, the flight was oversold because United was trying to get a crew from EWR to ORD.
ARE YOU KIDDING ME!?
My Situation
I was at EWR for a long layover after my recent Lufthansa First Class flight from Frankfurt (much more on that to come). I arrived at EWR airport at 3PM EST and would depart for ORD at 9:25PM EST. The long layover wasn’t ideal, but it was the only way I could book my award flight back home. When I booked the flight I knew the long layover was brutal, but also knew there were other flights that would get me home earlier. In fact, when checking in at EWR airport the automated kiosk informed me there were 2 earlier flights, but I would have to pay $75 to standby. I then asked a United agent if I could forfeit my first class seat for an earlier economy seat and standby for free, but got denied. I don’t have status with United so I couldn’t standby for free.
Instead I waited several hours for my flight in what I think is one of the worst airports in America. After the long wait the gate agent called me to the podium. I assumed the gate agent bumped me from the flight and that I wouldn’t be going home at all that night.
United Downgraded Me From First To Economy
When I showed up to the podium and made myself known the poor women working the desk called over the muscle, Mike. It was actually funny to see her call him over. She said sheepishly “Mr. Moore is here” and that’s when Mike gave me the grim news. United chose to downgrade me from seat 1A to seat 25C. Because of the inconvenience Mike also informed me that I’d receive a $200 travel voucher AND that the 12,500 miles I used for the flight. I couldn’t believe my luck! I’m to receive the travel voucher and miles in lieu of sitting in a wider seat for 1.5 hours.
Also, I want to point out how well Mike from United customer service handled my situation. Mike calmly explained the situation and that’d I’d be getting a $200 voucher. I made it know that I booked the flight using miles (as if they didn’t already know) and he also made a notation on my record locator to refund the difference in miles between First and Economy. I imagine everyone at United is on edge after the incident and thought they did a great job delaying the boarding and bumping passengers quietly prior to beginning the boarding process.
WHY IS UNITED DOING THIS!?
Mike let me board just after the first class passengers even though I was now in Group 4. When I got on the plane though I found the most absurd scene I’ve ever witnessed. A United Pilot was in my original seat!!! ARE YOU KIDDING ME! Why in the world would United bump a passenger from first to economy to accommodate an employee? Why not just put the Pilot in seat 25C and pay me nothing?
Also, why not just let me standby on the earlier flight? Why doesn’t United instruct agents to consider load factors when customers request the ability to standby on earlier flights. I didn’t waste my time checking to see if the earlier flights ended up flying 100% full, but maybe there was an opportunity to get me home earlier and in turn have to give out one less voucher?
Final Thoughts
First off, I think the situation was handled well considering what happened last time. So that’s an improvement? But again, I just don’t understand what United is doing by allowing this to happen. I understand needing to move crew around the country, but putting them in first class and downgrading other customers just seems absurd. I’m not really sure who’s fault this is either. Clearly the entire culture at United is a little screwed up for this to happen.
I’ve seen pilots lose their cool when told they couldn’t get on a flight so maybe there is a culture at United that lets the pilots run the show? I’m not sure about United’s culture or how this keeps happening. I’m simply trying to point out that less than 2 weeks after the crazy United incident they somehow let the same thing happen again.
