This is why Twitter sometimes becomes a priceless tool for customer service. Bruce, Founder of Gap Adventures, began tweeting the drama:
United Airlines Service. Just announced they have a weight problem and have to remove 20 ppl in order of how much you paid for your ticket!
...and continued to relate the ridiculous actions of the United crew:
So uncomfortable with United Airlines removing families and older couples who bought cheap tickets. Sad frankly.
I've now missed my connection in Washington but they said they can only guarantee me a flight out in two days! I can't stay here two days!
[Gate agent] said if we don't get two more [volunteers to get off the flight]... I am going to get a list of the last people that checked in! All passengers sitting nervously!
We managed to reach Bruce via Twitter during the drama to ask about the mood of the kicked-off passengers, and he responded:
It's funny, there is no anger really. People are embarrassed. [The gate agent] has announced that you will be thrown off based on how much u paid.
To see the entire series of tweets about this drama, check out @brucepoontip. We can happily report that United is now reviewing the mess, as their @UnitedAirlines customer service finally noticed and responded to the situation. It will be very interesting to see if anything comes of this. Nightly news?