A United Airlines passenger has vented their frustration online after discovering that their two young children were reassigned to seats far from their parents just hours before a scheduled flight.
The incident, described by username Aggressive_Score2440 on Reddit this week, has raised questions about how airlines handle family seating, especially when small children are involved.
Children Separated
In a post that begins with the question, "How is this allowed?," the passenger, who holds Premier Silver status with United, received an unexpected email at 9:30 p.m. for a 10:40 a.m. flight the next morning.
The email explained that due to an aircraft swap, seat assignments had changed, despite the new plane—a Boeing 777-200—having the same layout as the original.
The most troubling part, according to the passenger, was that their 3- and 6-year-old children were moved to seats on the opposite side of the plane, separated from both parents.
"They moved my two kids away from my wife and I," the original poster (OP) told Redditors.
"It's a 777-200, so not only were they moved away, but on the other side of the plane and not even in the same row behind us too."
When they reached out to United's customer service, they described the response as unhelpful.
'Terrible thing done'
"Customer service [was] not resourceful or helpful other than [the] usual bad options. No acknowledgment this was wrong and a terrible thing done."
The passenger was also frustrated with United's complaint process, stating that past attempts to raise similar issues were dismissed.
"Customer Care never takes care of these things when you file the complaint," the OP continued.
"They usually don't comprehend anything based on their responses for past issues. They then refuse to provide anywhere to appeal above them either."
In the United States, the Department of Transportation (DOT) has made efforts to address family seating concerns.
In February 2023, the DOT launched an Airline Family Seating Dashboard to inform passengers which airlines guarantee adjacent seating for children under 13 and their accompanying adults at no extra cost.
While airlines like American and JetBlue have committed to keeping families together without additional fees, United Airlines does not offer such guarantees.
Secretary of Transportation Pete Buttigieg has since submitted a proposal to Congress that would require airlines to provide fee-free family seating, though it has not yet become law.
Users on Reddit responded to the original post with a mix of practical advice and blunt commentary amid more than 200 comments.
"They are required to seat children under 12 with an adult," a user advised, adding, "Call in and get them to re-seat you together. Don't wait until you get to the airport."
However, they also noted that such issues often result from automated systems.
"Don't bother with a complaint, you were moved by a computer because of an equipment swap... Just worry about fixing it."
Another user suggested that the situation might be the result of a simple mistake rather than a policy failure.
"This is most likely an oversight. Obviously, they won't keep your young children away from you. Get the agent at the gate to either help you out or get a supervisor."
If Issues Arise
The DOT advises families to check seat assignments regularly and contact airlines immediately if issues arise. Additionally, parents are encouraged to arrive early at the airport to address any seating concerns directly with gate agents before boarding.
For those who experience similar issues, the DOT provides a platform for filing formal complaints, especially when airlines fail to meet family seating expectations.
"Going to enjoy my vacation with the family and deal with the United nonsense after," the OP replied in the comments section.
Newsweek has contacted United Airlines for comment, as well as Aggressive_Score2440 for comment via Reddit.
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