A woman has criticised United Airlines after her fiancé was moved from first class to premium economy despite having paid for the ticket 'fair and square'.
TikToker and bride-to-be Danielle Schwab shared her frustrations in a TikTok video which has since gone viral, explaining that she and her new fiancé, Mikey, were travelling from London to Chicago in first class seats as they celebrated their engagement.
The couple boarded the plane, but after settling into their seats on the United Airlines flight a gate agent supervisor approached the couple and told Mikey that the crew 'needs this seat'.
Advert
"We need to downgrade you," they said, according to Danielle.
The couple were travelling with Danielle's parents, who she later explained had paid for the tickets as a surprise, so Danielle asked her dad to try and clear things up.
When the family asked why the crew needed the seat, they allegedly responded: "They need this seat so they can sleep."
Danielle said Mikey had been selected from a 'list', and that staff claimed there was 'nothing else' they could do other than put the fiancé on the next flight, or refund him the difference between a first class and premium economy ticket.
Danielle claimed the staff member was 'pushy' and 'forceful', and after some 'back and forth' one member of the family decided to go to the premium economy seat.
She stressed the entire situation was 'super confusing', and that being forced to change seat meant the family could not all enjoy first class together, as intended.
During the flight, Danielle said her dad also spoke to another passenger who had also been moved from first class.
One of the flight attendants is said to have admitted to the family that the situation was 'handled horribly', and Danielle assured the flight attendants 'took care' of the family the best they could through the ordeal.
Once the family landed, another airport worker led them to their connecting flight and told the family they could visit United's website to provide feedback.
In Danielle's latest update, she claimed the family has 'not been given any compensation', and said the whole experience was 'beyond unacceptable'.
Though she openly described the situation as a 'first-world problem', she stressed the 'horrible customer service' should have 'never happened'.
In a statement to the Mail Online, United Airlines explained: "The seats we normally reserve for crew members to take their required rest breaks weren't working on this flight, so we unfortunately had to reassign two customers to Premium Plus rather than cancel the flight.
"We understand the customer's frustration and are refunding the price difference for their seats and giving them each a $1,500 (£1,200) certificate for future travel."
LADbible has contacted United Airlines for further comment.
Emily Brown