I recently flew United Premium Plus from GIG to IAH in a bulkhead window seat and ran into an issue with my seat.
The leg rest was stuck in the extended position and would not retract for takeoff. A flight attendant tried to fix it but couldn’t get it to respond, so she manually forced it down and said she would report the issue.
After takeoff, another flight attendant asked me not to use the leg or footrest so I could keep the seat in a safe position for landing. I asked if I would be compensated since part of the seat I paid for was unusable. She seemed surprised by the question and said compensation would only apply if I moved to an economy seat, but there were no available seats in Premium Plus anyway.
Since the leg rest was actually usable, I continued using it and reclined to rest.
Before landing, the same flight attendant returned and appeared frustrated that I had not followed her request. She manually forced the leg rest down again, and in the process broke her shoe heel.
I’m confused about how this situation is handled. If a seat is partially broken in Polaris, passengers are usually accommodated or the seat is adjusted. Why would Premium Plus be treated differently? What are the actual guidelines for this kind of seat malfunction?
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