A man is suing United Airlines following an altercation with a flight attendant because the Chicago-based carrier won’t let passengers pay for inflight food and beverages unless they have pre-registered their credit card in its mobile app.
James Sydner, who resides in Los Angeles, was flying with United Airlines from New York JFK to LAX on May 1, 2022, when he says he was discriminated against by a crew member because he couldn’t get his credit card to register in the United mobile app.
Sydner believes that the flight attendant treated him worse than other passengers because he is a gay man and used the mobile app credit card issue as a pretext to discriminate, harass and demean him during the transcontinental flight.
According to a recently filed lawsuit, Sydner’s flight had already experienced a two-hour maintenance delay, but hungry passengers’ attempts to get served food during the five-hour flight were hampered by issues with the app-based payment process.
Sydner says that he, like many other passengers, had tried multiple times to pre-register their credit card in United’s mobile app without success, although the way that flight attendants dealt with the issue varied from passenger to passenger.
In fact, his seatmate told the flight attendant that she had struggled to register her credit card, and the crew member disclosed that this was a problem faced by a number of other passengers on the flight.
Despite not having a registered credit card in the app, the flight attendant agreed to serve Sydner’s seatmate but brushed off Sydner when he explained that he had faced the same difficulties.
“I don’t think you tried hard enough,” the flight attendant allegedly snapped at Sydner, before telling him that he had plenty of time to figure out how to use the app before boarding the flight.
The flight attendant then told Sydner: “If there are any leftovers after serving everyone else, I will allow you to eat.”
Another passenger told Sydner that the flight attendant’s behavior “screamed racism,” and at this point, Sydner began to wonder whether the way she had treated him was actually due to homophobia.
The flight attendant then allegedly served everyone else a drink but ignored Sydner, who had to be served by another crew member.
Later, the same flight attendant returned and asked to see Sydner’s phone. He felt like he had to hand over the phone and “reluctantly” unlocked it, allowing the flight attendant to walk off and scroll through his phone.
“The discrimination Plaintiff endured was awful,” the complaint against United Airlines alleges.
Sydner has accused United of a slew of offenses, including breach of contract because the agreement between the two parties is said to include providing food and drink.
United Airlines quietly removed the ability to purchase food and drink using physical debit and credit cards in late 2020, saying that the new in-app system allowed a completely contactless experience.
Passengers have several ways to save their credit card information for inflight purchases, including during check-in by adding the details to their reservation, adding credit card information to their MileagePlus frequent flyer profile, or within United’s mobile app.
Credit card information must, however, be registered with United prior to takeoff, and flight attendants have no way of bypassing the system if a passenger only has a physical credit card or cash on them.
Passengers should also note that unless you link your credit card information to your MileagePlus account, then the information is only saved for the specific trip you are taking.
In other words, you’ll need to register your credit card information for every flight you take with United.
Astoningishly, Sydner is suing United for more than $100,000. The case is registered as 2:24-cv-08513, in the Central District of California.
The lawsuit is stupid. Equally stupid is the insistence to register your card on the app and United’s bs excuse for it.
ThaImt said, I’m a customer and I DON’T WANT a “contactless experience”. Those who do insist on a contactless everything should never leave their homes ever again.
That is their rule, just like airlines don’t take cash. They are told before boarding to add your credit card on the app numerous times. Also, an announcement made on board prior to take off. If you don’t like their rules, don’t fly united. The lawsuit is stupid and hoping it is thrown out of court.
Are you a Trump supporter I’m sure huh?
Do not believe this pax. UA should ban him!
Sounds like he didn’t register his card and now made up a slew
Of other offenses to ‘legitimize’ his complaint. Flight attendant shave to adhere to the rule of purchase because if they’re audited and found out they didn’t do as told guess what they’re now in jeopardy of losing their job. Because giving away product is considering stealing. Ain’t nobody about to put their job in jeopardy of an airplane burger for you sir. Lawsuit gonna get him $0.00
That is a waste of the court system… sounds like this guy is looking for something to complain about. I get Uniteds stance.. I hate having to pull out my card.. prefer everything through the app! Also helps against the spread of germs.
Somebody at United must be out of touch, or perhaps they don’t really want to sell food. Where else on the planet do you have to pre-register a payment card before buying a product. Most airlines that I have flown on have payment systems that can accept credit cards without pre-registration. The easier you make it for someone to spend, the more they’ll spend.
As far as how this person was treated: all passengers, no matter who they are, should be treated equally. If flight attendants have any prejudices, they should not bring them with them onto the airplane.
most other places that take credit cards are also hardline connected to authorization servers
They feel that the employees will steal e the cash monety because they are not paid enough to live without food stamps. There are no cash registers on the plane it is not a restaurant!!!!!
“Astoningishly, Sydner is suing United for more than $100,000.”
I don’t think that’s an unreasonable sum. I also don’t think the lawsuit is stupid as Chris said. In America there is a stigma against lawsuits, despite lawsuits being the only recourse available to consumers. In other countries you don’t need to sue because their governments actually step in and deal with bad corporations, in the US, however, the government will do nothing. You can file a complaint with the DOT (which I’ve done before) and they’ll require the airline to respond, and the airline will say, “We’re sorry for the inconvenience.” Despite them violating their own contract of carriage.
I agree with Chris that United’s contact less payment requirement is stupid, but I also think it’s discriminatory. I think about elderly people who don’t have smartphones and even if they do they have difficulty operating them, and they get on the flight expecting to be able to purchase food only to be told that they can’t because they don’t have a smartphone or can’t figure out how to install the app, etc.
Ultimately, a five hour flight is too long to tell someone that they can’t eat because you refuse to accept physical credit cards like every other merchant in the country.
Thank you. In this age it is difficult to operate independently without a smart phone. We see people who are older or vision impaired struggling with them. This is discriminatory.
Hopefully he will win – United do discriminate people – Registering the credit card in your telephone is just because this greedy company does not want to lose a penny – Also they sell garbage boxed food overprice
Hmmm… how did the FA know he was gay?
Have you really never realized someone was gay by talking to them? Ever?
Registering a card leaves one open for theft . Too many instances of systems being hacked.
How dumb is this person!!!! The agents makes announcement before you board and then the FA makes the same announcement!!!!
If you have a Capital One credit card, you can create a random number only for United to use. Connect it with your Mileage Plus account and know you are good to go booking and traveling.
An anti gay flight attendant?
The correct name is Snyder not Sydney.
It’s a common mistake
I looked up the actual case to
Discover the typo.
Hope this helps
Stan Snyder
United can be a pain to deal with. That said, I think they should apologize and give him a $200 voucher for Cracker Barrel.
I actually read the comments above, so I’ll not be repeating stuff already said. There are three issues here that I see as important:
1. Can United require pre-registration of card only? The answer is no. They can put in their contract of carriage, and you can click “I agrree” but in the United States you’re not required to provide a payment mechanism prior to being provided a product and charged a specific agreed-upon amount for it. Imagine if your local grocery store REQUIRED you to register a card prior to entry… and if you didn’t,, when you got to the register you were told to leave without any goods because you hand’t pre-registered. Imagine if you went to pay your taxes and the US Internal Revenue Services said “Sorry you had to register a method of payment PRIOR to completing your taxes, so we won’t be accepting your payment. There will be a late fee. And a penalty.'” Not going to fly.
2. Was the gentleman discriminated against? No information substantive enough to know this one. Let a jury figure it out. The thing working in his favor is a second FA got him his drink when the first wouldn’t. But then he was an idoit for handing the “discriminatory” FA his unlockked cellphone. Don’t argue with the cop on the side of the orad or the FA in flight. It’s a power struggle and they have the power and you have the struggle.
3. Is this a $100,000 case? No, but that’s enough to get UAL’s attention, get the media’s attention, and get us talking about it. I don’t see it as outrageous but I don’t think it’s the most realistic number either. The gentleman didn’t get a meal and didn’t timely get a drink and felt like he was disrespected. On UAL, so his expectations were already too high. US air carriers have the surliest most useless FAs and they should all be fired, the cleaning crews too, and redo the airlines from the bottom up. But that’s not his claim, and he’s not trying to get anyone fired, so I think the amount did what it was supposed to – bring this to the forefront of a discussion. If he gets anything more than $1K he should be happy.
I don’t post my resume so I’ll briefly mention I have status with some US carriers and the big 3 are all one unfunny joke now. Dirty aircraft, surly beyond use-by date FAs, GAs with an in-your-face attitude, and zero comms unless you call them out on Xitter. They should pay back the taxpayer “relief” funds, and go declare bankruptcy. The industry will rejuvinate and be better for it.
The comment section is the quickest way to find out how many people read the headline and how many actually read the article. Those saying the lawsuit is stupid didn’t read.
Give the person a break already. United Airlines is in the wrong here. The entire credit card process is a ridiculous ploy to get one to download the app. Additionally, there was no mention of one using or registering a debit card. Go figure…
Everyone has plenty of time to register a credit card in preparation for any flight. If unable to do so due to any issues, one knows he can’t make any purchases during his flight. (This could have been addressed at the airline check-in counter. ) knowing this, he could have purchased carry-out food for his sustenance during the long trip instead of needlessly bothering the overworked and already-stressed FA. Learn from this totally unavoidable debacle and avoid being a prick in your next flight.
This is why I carry food with me. I am not talking about food you buy at the airport. I am talking about food that I have at home.
It is a hell of a lot cheaper.
This is why I carry my own food. Even if the plane had food, it might be something that I don’t like. It is better to be prepared. Also, a lot of food at the airport is expensive.
I’m not really shocked about a gay guy from California suing some company for discrimination. Funny that everyone automatically believes the passenger. No possible way the gay man could be exaggerating. The only thing this will do is make airlines question serving food in the future. Personally, I liked it better when the seats were bigger, people dressed respectfully, and people didn’t act like the world owed them something while traveling. Flying is too cheap and nothing will change until the airlines fix it.