Players: United Airlines. They are the ones who care the most because they are the ones who are effected the most. If United keeps giving first class seats away to other people, it will deter other passengers away and to other airlines.
Context Setters: The Gate Attendant cares what happened because they had to deal with the situation and were left to try and figure out a solution. They don’t however have the power to move both passengers around. Only simply to give an untaken seat to the victim.
Subjects: Jean-Marie Simon the passenger who had her seat taken. She has the most interest in all of this with that expensive first class seat originally supposed to be hers but is there without any power to do anything. She was forced to take an economy seat that was untaken.
Crowd: People who don’t use United as well as the other airlines. The people don’t have to worry about losing their seat because they trust that their airline wouldn’t do that to them. The other airlines have enough faith in their own systems not to book another passengers seat. If anything it probably makes people chose their airline over United.