http://www.khou.com/news/local/bride-and-groom-booted-off-united-flight-in-houston/431644313 The customers' side: a man was sleeping in their seats length wise, so they sat down in empty seats, which happened to be in E+ (exit row). FA told them to move. They did. Minutes later a FAM comes on board to kick them off. United's side: the customers continued to try to sit in E+ despite having an E- BP. No video means United wins the argument. If I had to judge from the report and my experience with CO, I'd say the truth was closer to customers' story. Regardless, Oscar promised no more police would drag customers out of a plane, and it didn't last. His literal words were not what he meant.