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.
A United spokesperson told Mashable there was no air marshal involved and the couple followed crew orders while exiting the aircraft. United offered the couple a discounted hotel stay and had them on a new flight Sunday.
Michael Gallagher, stepfather of the bride, told KUTV in Utah, "Truthfully, we all worried that maybe something would happen in Costa Rica, and we were willing to deal with that. Never in our wildest dreams did we think United was going to screw it up in Houston, Texas."