Second Class Service in First Class Cabin
 

I recently received extremely poor service on UA flight 488. My company only pays coach fares, so I paid the extra for a First Class ticket out of my own pocket (over $1000). I am not a United medallion member, although I fly over 150,000 miles a year on Delta and Skyteam. During the meal service, I was told I could not choose my meal and would get whatever was left over after the Medallion members chose their meals. I did not want the terrible beef burrito option, and desired the salad. I was a FULL FARE PAYING passenger and was given less consideration than medallions who were sitting in the first class cabin on a free upgrade. (In fact, she showed me the manifest, and I was the ONLY revenue passenger in first class on that flight) She explained that it was not listed on her manifest and therefore there was nothing that could be done. While it may be a small thing, to me it felt like a slap in the face. I have flown United/Continental several times this year and I maintain 1 FF account in each alliance just in case. However, this is an extremely poor way to earn new business by treating REVENUE passengers as if they are less desirable and therefore due less consideration. I have never been treated like this in the first class cabin of any airline, especially considering I was not a freebie First passenger. Bad customer service United...very very bad. It is unlikely I will ever choose United again if any alternative exists (just found out Southwest now flies SNA to DEN) and if I have to fly United, I will not shell out my hard earned dollars to be treated like a second class passenger.

Peter Vogel

Dear United,
I am writing to complain about my treatment on a recent United flight. I travel over 150,000 K miles per year on United, and so had earned a well deserved upgrade for my vacation trip. Imagine my upset to find that I was given no choice for my meals and treated differently by the staff. The FA told me that it was United's policy to prioritise revenue passengers. The FA showed me the manifest, there was only one Revenue passenger onboard that day in first class. That passenger had only flown United a couple of times that year. Is this the way you treat loyal customers? I fly over 150,000K miles with you and you give preference to someone who hardly ever flies with you? I am disappointed. The upgrade I get from you has been earned. It is outrageous that you treat loyal customers differently. I will consider SWA from now on.

Yours sincerely,
Regular Joe, flying with irregular Peter

So glad you find it amusing. I spent over $1000 for that ticket, and do not believe I should be treated as an afterthought. Perhaps you need more fiber in your diet, so you won't be so irregular.

I realize it may not be the biggest thing, but I would expect that a full fare revenue passenger would be treated at least as well as a gold medallion who got a free upgrade. Obviously, UA does not want my business. I would think in these days, a revenue passenger would be desirable in any business. I don't appreciate your belittling my feelings. I expected better treatment.

Moderator Joe:

I realize it may not be the biggest thing, but I would expect that a full fare revenue passenger would be treated at least as well as a gold medallion who got a free upgrade. Obviously, UA does not want my business. I would think in these days, a revenue passenger would be desirable in any business. I don't appreciate your belittling my feelings. I expected better treatment. And you're a moderator???? Shame on you. Obviously, this forum is not a place to air complaints. Please give UA my regards..I will not be on them again, nor will I bother with this forum again.

A. You weren't shown the manifest. That's a violation of the law.
B. I'm thinking you upgraded at check-in, and the number and types of meals at that point have already been determined.
C. EVERY airline will treat their long time, high mileage, preferred customers better than any ordinary passenger because those preferred customers EARNED the privilege.

I was shown the manifest by the FA in her attempt to explain the policy. She showed me her list of passengers with their medallion status listed next to it. I did pay full fare for my flight. I received NO UPGRADE. Why is this so hard for you folks to believe? Would you like to see my VISA receipt for $1245???? Thanks for all your support folks...good luck to you.

This is obviously not an airline complaint forum. This is a let everyone flame you if you post anything even mildly derogatory about their favorite airline site. Screw this..no help at all.

Peter,
I think you have over-reacted a bit to my post. It was intended to show that there was more than one way to look at this dilemma, using a bit of humour. Clearly you didn't find it remotely funny, but I don't think it was so harsh it quite merited a response or three of that intensity!

I actually agree with you that you should expect to receive a full, quality service and have the right to expect what you have paid for. I don't agree that the airline should create a hierarchy of those deserving first class and those who don't. If you are in the cabin, you should expect first class treatment, whether you "earned" it by paying full fare or by accumulating miles.

Joe:

Thank you for your last post. That is the point I have been making. I appreciate your explanation, however, you are correct that I did not find it funny at all. When you take an honest post and flip it 180 degrees, it mocks the person who posted. I am new to this forum, but not to this type of forum, having been a member of cruise critic for more than a decade. I expect a moderator to be a voice of reason, not a voice of derision. UA made me feel unwelcome, and the posts on this forum made me feel the same way.

Ok, well I think we will have to agree to differ. I was not mocking you, I was flipping your position and looking at it from the other point of view. One of the conditions when I agreed to do some 'moderating' on the board, was that it would not affect what I say, or how I say it. It is just my opinion and worth no more and no less than anyone else on here. I am sorry it has made you feel unwelcome, but it is in the nature of these types of boards to have a fairly robust debate and discussion. Just as a point of interest... my name is Jim.. my use of the term Regular Joe was for comic effect.... again, falling on stony ground evidently!

Did your company book you a coach ticket and then you paid to upgrade it? Or did you buy the ticket in first class and your company refunded you?

If an airline has 10 first class seats, they will never carry 30 meals so that everyone is covered. There will always be a chance someone will miss out. This is not only heavy (fuel) but generates a lot of waste. They can't keep meals around for ever.

No matter what you paid for this flight, every airline will treat their status passengers better - no doubt they have given much, much more money to the airline over the years that you have, despite what you may have paid for this ticket. Many airlines, even premium international ones, do this.

Next time, order yourself a special meal in advance. I don't know why more people don't do this. Then you have exactly what you want, and you usually get served first!

I can understand your frustration at paying full fare and not getting your first meal selection. Unfortunately, it happens to everyone at one time or another. There simply aren't enough meal choices to go around. I would say that you are justified in your complaint IF you had been ignored, or been treated rudely by the flight attendant. However, that doesn't seem to be the case. My complaint would be that the major airlines have chosen to emphasize the importance of frequent travelers at the expense of everyone else. Airline employees often feel that they are encouraged to disregard the wants and needs of everyone who is NOT a high mileage frequent flier as if they are insignificant and unimportant.