No, he's right. UA clearly dropped the ball. I recently flew LO from JFK and the fact that the flight would be operated by an Air Belgium A343 was indicated on Google flights and lot.com. BTW - for anyone who hasn't experienced Belgian hospitality and customer service, it makes Soviet-era Aeroflot look like SQ... gag.
Agreed - I also flew LO back to JFK recently on the Air Belgium A343, having booked an open-jaw ticket directly on the LO website (JFK-WAW-PRG then MUC-WAW-JFK) that originally showed a 788 on the WAW-JFK segment. I got email updates showing the change to the A343 and it showed online on the reservation. So I'd say the 767 switch is primarily UA's fault for not being transparent.
As far as the service on Air Belgium, I had booked the trip in premium economy which the A343 didn't have, so we were upgraded to business class. While no match for the latest-generation J seats, the experience was made even better by the service we got. Maybe it's different in economy, but comparing it to Soviet era seems a little harsh.
Had we instead been shoved into 2-4-2 on a 767 I would definitely have been pretty mad.
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