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Home » American Airlines » American Airlines Passenger Angry At Self-Upgraders. Justifed?
American Airlines

American Airlines Passenger Angry At Self-Upgraders. Justifed?

Matthew Klint Posted onJuly 4, 2024 27 Comments

a woman sitting in a plane

An American Airlines passenger was angry that he paid extra miles for extra legroom but two women onboard poached nearby extra legroom seats for free. Does he have a point or did he get exactly what he bargained for?

Man Angry At Self-Upgraders On American Airlines Flight, Even Though He Received Exactly What He Paid For

The man shared his gripe on MarketWatch and it is a familiar tale for frequent flyers:

The flight was about one-third empty and there was no one sitting across from me in the “pay-more-for-more-legroom” row, and there was no one in the row in front of that (which I think was the exit row, which costs even more for an upgrade).  

After the flight attendant announced that everyone was on board and that the doors were closed, two women — a mother and daughter as far as I can tell — from standard seats SPRINTED for the two “pay-more” seats and took a seat in each (not even seats together in the same row). The flight attendants didn’t say anything to them. 

As soon as the flight reached cruising altitude, the daughter (who was in her 20s, I estimated) lay down across all three seats and slept there for the entire flight. Again, the flight attendants didn’t say anything. 

I felt slighted because I had paid for my seat (and I am a very loyal American Airlines customer). I wrote to the airline to explain what had happened and asked for a refund of my miles. They emailed back, but they didn’t refund my miles. It was as if they hadn’t read my email, 

By the way, he said he paid 6,900 miles for the upgrades on a “flight to California” (route not specified).

Of course, I understand his gripe, because I have seen it myself so often. And ideally, yes, the extra legroom section in economy class would be reserved only for those who pay for it or hold elite status, such that open seats or rows become an added reward for loyatly.

But I see no reasonable expectation for anything beyond the seat you have reserved.

He paid for extra legroom, he got extra legroom.

And he also received peace of mind because he knew he would have extra legroom rather than hoping for extra legroom when the door closed only if the flight attendants allowed the self-upgrade.

On that last note, the flight attendants should not have allowed this…these sorts of “upgrades” are allowed for operational reasons, but here it just seems like it was a lightly-filled flight. Even so, the guy got what he paid for and his demand for a refund is absurd.

Similarly, isn’t that the elite upgrade gamble? You an pay significantly more to guarantee business class in advance or hope for an upgrade. Often (for me, who suffers from upgrade phobia) the peace of mind is worth spending the extra money.


image: American Airlines

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About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

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27 Comments

  1. Billiken Reply
    July 4, 2024 at 11:15 am

    It sounds like the parable of the workers in the vineyard.

    • Brian Hawkins Reply
      July 5, 2024 at 2:27 pm

      Exactly right!

      • InLA Reply
        July 5, 2024 at 4:16 pm

        That was EXACTLY my thought as I was reading it. 2 points for Billiken! And 1 point to Brian for beating me too it.

  2. Malik on Wall Street Reply
    July 4, 2024 at 11:18 am

    It was only 6900 miles, which is valued around $117. I guess it’s just buyers remorse at this point as it was more of him being upset of using miles to upgrade when he could’ve just gotten it for free. I usually don’t like self-upgraders either but in this case, it wasn’t something egregious like going from Y to J or something and this trend of FAs allowing to move seats usually happens when the aircraft is less than 50% full especially in Y/Y+.

  3. Chi Hsuan Reply
    July 4, 2024 at 11:26 am

    I would never pay miles to upgrade from the cramped economy section to the slightly less cramped economy section. Waste of miles.

  4. Joseph Reply
    July 4, 2024 at 11:49 am

    The guy complaining here is just salty. Don’t think FAs care if you move seats in a plane that’s less than 50% full as long as there isn’t a load imbalance and in the same section.

    • Tbone Reply
      July 4, 2024 at 9:33 pm

      They do care. On delta I’ve seen people get turned away… but that said ice also asked to get my wife upgraded with me and had it granted. I would not just sneak up to it though.

    • simmonad Reply
      July 7, 2024 at 3:13 am

      Trust me, with European airlines they do! I’ve seen various people told to go back to their original seat because they hadn’t paid for an upgrade.

  5. viapanam Reply
    July 4, 2024 at 11:54 am

    I was on an AA flight this week, and the FA very closely monitored the exit row seats, checking our names against his manifest. He didn’t seem to care about the Economy Extra seats.

  6. Santastico Reply
    July 4, 2024 at 12:30 pm

    Delta doea not allow that at all. There is a very clear distinction between Economy, Comfort + and First class. You stay in the category you paid. I have seen FAs many times remove the ones that try to be smarter after door closes.

  7. PM Reply
    July 4, 2024 at 1:07 pm

    If the airline is too cheap to offer a separate cabin, I fully support the people who take advantage of better seats. I have been on flights where the seats to the front of the emergency exit were virtually empty when most of those behind the exit were packed (definitely had that happen on TAP, where the front seats have something like 7-8 cm of extra legroom).

    Why would I want my fellow pax to suffer through a 4-hour flight just because I happen to have bought a slightly more expensive ticket or used my *G status to charm the check-in staff into assigning me a better seat (not a published status benefit)?

  8. UnitedEF Reply
    July 4, 2024 at 2:51 pm

    It’s not fair if he paid extra. Taking something that they didn’t pay for is theft for the other 2 and should arrested upon landing and be charged. Make an example out of them and it stops real quick. The nonchalant attitude of the commenters shows how our society has devolved.

    • Michael Reply
      July 4, 2024 at 4:36 pm

      I couldn’t agree more. Lots of MAGA extremists who troll this site and love to complain about San Francisco and NYC theft and safety, but when it comes to someone stealing a seat upgrade (which I think its safe to assume they have done themselves) its crickets and judgement.

      The hypocrisy of many of the comments here says it all.

      • Kyle Prescott Reply
        July 4, 2024 at 6:58 pm

        I’m MAGA and I agree with locking them up, especially if they were minorities.

  9. Fathiss Reply
    July 4, 2024 at 2:53 pm

    I have no problem calling out those who go beyond the boundaries. Of course it always backfires on me but I still do it.
    I called out some self upgraders once on an AA flight only to have the FA tell me to mind my own business. I did it in a non confrontational manner but she didn’t appreciate my police work.
    I think aberrant behavior should always be called out, otherwise the aberrant becomes the norm. Too many of the silent majority who say nothing but fume.
    I have a lot of stories I could pull from in my own personal experiences but nearly all of them end without reparations. But I still feel good I did what I think was the right thing. To hell with the silent majority.

  10. Dave W. Reply
    July 4, 2024 at 3:02 pm

    “But I see no reasonable expectation for anything beyond the seat you have reserved.” I would add, “unless it affect your comfort.” If I’m in 10C of Y+ and someone from Y self upgrades to 10B, my comfort is less. I have no expectations that the airline must refrain for selling/offerring upgrades to that seat. Similarly, a person moving into 9C does affect me if they recline. Similarly, if 11C is occupied by a jerk who pushes himself against the back of my seat. I think having a more empty part of the cabin is a good thing. The solution is Y stays in Y, Y+ in Y+, F in F, etc. But, I one of those guys who wishes only people who pay for F should be in F, no status upgrades.

  11. Bob Reply
    July 4, 2024 at 3:52 pm

    Doesnt happen at the airline I work for. You want extra legroom, you pay for it. We get comission for selling the onboard seat upgrades so why would I allow anyone to sit there for free? (Service recovery excepted of course).

  12. chasgoose Reply
    July 4, 2024 at 4:46 pm

    I would never try this because I have seen FAs enforce it on all of the big 3 and I don’t want to have to do the walk of shame. At the same time it doesn’t bother me if people successfully do it so long as they don’t like take an empty middle seat next to me or something. Also if I see a seat within my cabin with an empty middle seat next to it when the one next to me is occupied, I often will snatch it after the doors close. I figure it’s a win win for me and the person in the middle seat next to me. We both get more comfort.

  13. Tony N. Reply
    July 4, 2024 at 5:21 pm

    I thought if you sat there the flight attendants would say you can’t sit there. True, it’s a waste of miles. I’m only 5ft 8in and have short legs.

  14. Froide Reply
    July 5, 2024 at 4:27 am

    He eliminated the risk of posdibly not getting the seat he wanted by paying for it. The mother and daughter took risks by not paying for extra legroon seats, and their gamble was rewarded. The FA’s didn’t protest, and therefore, everyone else should MYOB .

  15. John A Reply
    July 5, 2024 at 10:10 am

    Somewhat off topic, but several years ago I was on a flight from Frankfurt to ORD on Lufthansa. I was ticketed in business class and wanted to buy a first class seat. Gate agent said there was no room in first. OK, fine. The doors closed and I saw three or four empty seats in first. I explained and asked the FA if I could move up. He said yes, if I gave him $400 cash. Uh-huh, right. I had the $400 but damned if I’d give this character the cash that he undoubtedly would pocket.

  16. Craig Reply
    July 5, 2024 at 10:29 am

    Simple. Charge the poachers the extra cost for those seats. If they refuse, have the police meet them when they land. What they are doing is technically a theft.

  17. Jinxed_K Reply
    July 5, 2024 at 10:56 am

    Seems like it depends on the crew if it’s enforced or not.
    My last AA flight a crew member stood in the exit aisle during boarding and turned away every person that tried to take an exit row seat who wasn’t ticketed for it.

  18. DFW_Scott Reply
    July 5, 2024 at 1:35 pm

    I am 5 for 45 so far in watching FA’s bounce exit row poachers via determination by their hand held terminals

  19. Teena Reply
    July 5, 2024 at 1:42 pm

    What other people do is not his business. This doesn’t impact him – he got what he paid for. Let it go.

  20. Frank Goudy Reply
    July 5, 2024 at 2:21 pm

    Just pay for business/first class upfront. Problem solved. Quit crying America, you’re getting what you deserve.

  21. Scott Reply
    July 5, 2024 at 6:08 pm

    Not unlike a concert I recently attended. People who bought seats a few months ago paid anywhere from $145 to $300 a seat. I got an aisle seat in the same row the day before the show for $35. All from Ticketmaster so not a situation where someone was just unloading a seat they couldn’t use at the last minute. As a matter of fact official resale seats next to me (basically people who were actually trying to unload seats they couldn’t use) were $145 when I pulled the trigger on my $35 seat.
    Moral of the story: you can pay more and guarantee a spot, or you can take your chances and hope you can get a deal.

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