After complying with the flight attendant, they were approached by a marshal who said they had to deplane. Without fully comprehending the reason, they exited the plane. "They said that we were being disorderly and a hazard to the rest of the flight, to the safety of the other customers," Hohl told KHOU-TV.
However, United's account of the story is notably different. The Airline says the couple tried to get upgraded seats "repeatedly" and "wouldn't follow crew instructions."
"We’re disappointed anytime a customer has an experience that doesn’t measure up to their expectations," the airline said in a statement. "These passengers repeatedly attempted to sit in upgraded seating which they did not purchase and they would not follow crew instructions to return to their assigned seats. We’ve been in touch with them and have rebooked them on flights tomorrow." The couple allegedly took seats in Economy Plus and were offered the option to pay the difference in ticket prices, but declined to pay for the upgrade.