Airline switched seats - suck it up?

[numtumfutunch]

Hi, I’ll initiate keep this vague to avoid naming and shaming

We’re flying back to LHR tomorrow with tickets booked months ago. The airline is a big name you’d associate with good customer service. We haven’t flown with them before although registered for their loyalty program as it’s possible we may in future.

We’re flying business class, this is PH of course, and at time of booking were permitted to select our seats. We chose two together with a window on the right of the plane in case we get lucky with the LHR approach down the river.

I’ve just received an email informing me that the missus and I are now in separate rows on the other side of the plane. Strangely when I called the help line the operator told me we are still together, which is odd to say the least and felt like a fob off.

My best guess is that someone with gold loyalty has just booked two seas and we’ve been blown out. The flight is further than a short hop and I’d much rather sit together in the seats we booked

Is this worth escalating to a polite email and chat at check in or not? I’m pretty hacked off tbh


Cheers

[Rough101]

Sometimes the plane gets changed for one with a slightly different layout and everyone gets moved

[parabolica]

Rough101 said:

Sometimes the plane gets changed for one with a slightly different layout and everyone gets moved

Yup it is likely this. You can try asking in-person at check-in in case they might be able to switch things around for you. There will be small print in the ticket T&Cs saying the airline has the authority to override your seat selection for pretty much any reason it deems necessary.

[Griffith4ever]

For BC - being seperated on a long haul flight, I'd be demanding a refund and book with another airline. That's simply not acceptable when you are paying 3-4x economy rates. (caveat - unless you book a "bottom tier" BC ticket where you can't choose seats, but even then, I'd be livid).

[Griffith4ever]

numtumfutunch said:

in case we get lucky with the LHR approach down the river.

Cheers

We flew that approach a few years ago and I was actually slightly concerned - I had no idea that was a flight path and felt like we were on a terrorist flight - into tower bridge or whatever. Was quite alarmed!

[Hedgeman]

It's probably an aircraft swap, or perhaps one of the original seats has a defect. If it can't be sorted pre-flight, a polite word with the cabin service director when you board will likely help and someone might swap. Gold card holders can't select other people's seats and have them moved.

[gotoPzero]

Whats the aircraft type?

Most business class wide bodies dont have a 2 2 2.

Its usually 1 2 1 or 1 1 1.

If its 2 2 2 or 2 2 then its likely a narrow body with the middle seat blocked, in which case as noted its quite possible that the aircraft has changed, I have had this when changed from a 320 to a 320N.

Also been moved around on a wide body when virgin stopped the 350s to LAX and went back to the 787s but that wasnt an issue we just logged in and changed back from the right side which was centre and window to A seats sitting infront / behind each other. Which is what I prefer anyway.

HTH

[numtumfutunch]

Thanks all, I'll see what happens later

Am frustrated at the phone operator yesterday insisting we're still together and despite me seeing our seats on their app this morning the human on live chat just now said he's unable to load the seat map and therefore can't confirm

If they were straight with me I wouldn't be so hacked off

Cheers

[Mr Pointy]

Hedgeman said:

It's probably an aircraft swap, or perhaps one of the original seats has a defect. If it can't be sorted pre-flight, a polite word with the cabin service director when you board will likely help and someone might swap. Gold card holders can't select other people's seats and have them moved.

I'll think you'll find that's not the case for Middle Eastern airlines, unless you're a national as well.

[gotoPzero]

numtumfutunch said:

Thanks all, I'll see what happens later

Am frustrated at the phone operator yesterday insisting we're still together and despite me seeing our seats on their app this morning the human on live chat just now said he's unable to load the seat map and therefore can't confirm

If they were straight with me I wouldn't be so hacked off

Cheers

It would help if you said aircraft type and operator.

[numtumfutunch]

Thanks, I'll not name and shame until I'm back and heard from their customer service

Now I'm at the airport I've discovered the plane has been changed and it's replacement has a smaller cabin

That's fine, what isn't is being lied to and fobbed off

Cheers

[x5tuu]

Ive had this same issue with Virgin before, BC transatlantic with a plane swap.

I was quite insistent on the unacceptable-ness of the re-planned seating and they relented eventually and moved us together.

I wouldn't be happy at all, and if they refused to move you, I would want a refund like is suggested above.

What are the seat numbers youve been assigned?

[daqinggregg]

Lots of times, I used check in early to secure an aisle seat, all but given up now. Being above average height, travelling long haul in economy an aisle seat is a real luxury.

However, I got sick of securing it for ‘Mr late arrival family man’, I just go with pot luck now. I got tired of being threatened by cabin crew, if I didn’t move bla bla …, guess where Mr Family mans sat? The middle of the centre row.

It annoys me beyond reason.

[ecsrobin]

numtumfutunch said:

Thanks, I'll not name and shame until I'm back and heard from their customer service

Now I'm at the airport I've discovered the plane has been changed and it's replacement has a smaller cabin

That's fine, what isn't is being lied to and fobbed off

Cheers

I suspect it’s a case of the aircraft has been swapped you’ve been informed, but their system hasn’t updated to the new plan so what they can see doesn’t tally with what you know and what you’ve been told. There is no reason for them to lie just a breakdown in the process.

[numtumfutunch]

Me again

Turns out it was the original plane however they shrank business to 4 rows instead of 8 and sold extra seats as economy

I remain unimpressed and have emailed the "special" customer service address the cabin crew gave me

I don't expect sitting apart from the missus to result in #compo but I would like them to know I am unlikely to use them again

Thanks

Edit: it's a narrow body jet with the middle row unoccupied in business hence they can easily flex from 8 rows to 4 on our flight

Edited by numtumfutunch on Monday 10th June 10:33

[JerseyS2000]

I had a broadly similar situation with BA recently.

In February, i booked 4 economy seats LHR to Zakynthos in July, paid with cash and Avios to have exit rows seats for me and the kids as we're all over 6' tall. Wife isn't, so she is in the row behind. Email receipt received.

Checked last week, nothing booked. Rang BA and spoke to several foreign chaps. Sorry sir, those seats are no longer available. Why? Dunno sir. Can you change my seats, please? Nope. Oh, and no refunds, Sir.

Um,no. Check your T&Cs, mate.

Oh. You can apply for a refund in post if you wish.

No, you will process my refund now please.

Only the cash element, sir.

No, the entire amount please

OK sir. That will take 2 weeks. Would you like to pay to reserve your seats, now?

Do you have any exit rows?

No sir.

Well, that's just bloody pointless then, isn't it?

Grrr

[gotoPzero]

numtumfutunch said:

Edit: it's a narrow body jet with the middle row unoccupied in business hence they can easily flex from 8 rows to 4 on our flight

Edited by numtumfutunch on Monday 10th June 10:33

I suspected that was going to be the case. One of the reasons I rarely book BC in this config.

[MrBig]

JerseyS2000 said:

I had a broadly similar situation with BA recently.

Don't worry, the OP hasn't booked with BA...

numtumfutunch said:

The airline is a big name you’d associate with good customer service.

[hidetheelephants]

numtumfutunch said:

Me again

Turns out it was the original plane however they shrank business to 4 rows instead of 8 and sold extra seats as economy

I remain unimpressed and have emailed the "special" customer service address the cabin crew gave me

I don't expect sitting apart from the missus to result in #compo but I would like them to know I am unlikely to use them again

Thanks

Edit: it's a narrow body jet with the middle row unoccupied in business hence they can easily flex from 8 rows to 4 on our flight

Baffling customer service; why not at least offer you adjacent seats in cattle and ply you with booze and snacks?

[48k]

hidetheelephants said:

numtumfutunch said:

Me again

Turns out it was the original plane however they shrank business to 4 rows instead of 8 and sold extra seats as economy

I remain unimpressed and have emailed the "special" customer service address the cabin crew gave me

I don't expect sitting apart from the missus to result in #compo but I would like them to know I am unlikely to use them again

Thanks

Edit: it's a narrow body jet with the middle row unoccupied in business hence they can easily flex from 8 rows to 4 on our flight

Baffling customer service; why not at least offer you adjacent seats in cattle and ply you with booze and snacks?

Cos once that curtain is pulled across it's like the Berlin wall.