Why I hate the Airlines - RANT!

[jtm1631]

In December I booked round trip airfare on American Airlines for our June trip to WDW. Because of a previous problem with seat assignments I chose seats a close to the front of the plane as possible. The seat configuration of 2 - 3 worked perfect for my family of five and I took row 14 for both flights.

In order to make sure there are no problems I check the seats every two to three weeks. When I checked last night I see that on our return flight my 10 year old daughter has suddenly been moved from seat 14F to seat 10B. There is no explaination as to why one of our seats has been changed, but it is impossible to do anything online because there are no available seats.

I immediately call American Airlines and after speaking to the second agent I find out that there has been a time change on the return flight (departing 15 minutes later). I am transfered to a supervisor who tells me that because of the time change the seats get reassigned. I do not undertsand this because it is the same type of plane with the exact same seat configuration. Why has my daughter been moved and seperated from the rest of the family?

The supervisor has the nerve to tell me that American Airlines "is a transportation company. Our only responsiblity is to get you from point A to point B."

After 10 more minutes of painfully frustrating conversation with the supervisor I am told there is nothing that can be done. I ask why the person in 14F can't be moved to 10B and my daughter moved back to her original seat. The supervisor than has the nerve to tell me she can't do that because it would upset the person in 14F who has already been assigned that seat and that wouldn't be right for American Airlines to move that person.

I HATE American Airlines. I know we should be able to get the person in 14F (a window) to move up to 10B (an aisle), but why does American have to be so rude about this?

JT

 

[Took]

I'm sure this seems very upsetting, but it is common and not just on AA. And what the supervisor said was true. According to the contract the airline has with you, they do not have a legal responsibility to maintain seat assignments--just to get you from point A to point B. I wouldn't worry too much. Most of the time, we've had no problem getting someone to change seats with us (especially if the seat we were giving up was a coveted aisle seat as your daughter's seems to be).

took

 

[safetymom]

AA was correct. If you are booked in the front of the plane those seats are usually for the elite members of their frequent flyer program. They may not want to switch when you get on the plane.

 

[jtm1631]

Gee, you guys are rude enough to work for AA. Thanks for the words of encouragement. You've just passed your first test of working in customer service. TOE THE COMPANY LINE. "Sir, your contract says...".

If seats are not guaranteed why can't the person in 14F be moved?

JT

 

[safetymom]

Sorry to hear that you think we were all being rude. Guess I fly so much I understand how they work. As I mentioned the person in 14F may be an elite freq. flyer and they try not to move them.

I am sure if you show up early enough at the airport they will try to do something for you.

 

[manning]

When we drive to WDW I am the only one with a guaranteed seat assignment,seat 1A. When I talk to the supervisor about a seat change she say it can't be done because of my responsibility of getting us from point A to point B. And the seat can't be reclined while moving.

You have to wonder how the airlines are still in business. This happened to us back in 1989 coming back from Hawaii. One of us in the party got moved. And we were in first class. On top of that they changed the plane from a 747 to a DC-10. That was a joke. Seat pitch went from feet to inches.

They eliminate food (not missed),pillows,blankets,employee benefits, sell sandwiches, and they still can't make it. You even have to fight for a frequent flyer seat.

SouthWest got it right.

 

[CarnotaurDad]

Hi JT,

If I understand correct, and it sounds like the plane is an MD-80, it sounds like your daughter was moved from a window seat (14F) to an aisle (10B) and that the rest of your family has 14 A, B, D and E.

I don't think there is any person who would refuse to trade the seat with your daughter. They would move up 4 rows and trade a window for an aisle. That's a pretty good deal for any single traveller.

 

[Amberle3]

I think the airlines should change the name from "seat assignment" to "seat suggestion" or something along those lines.

The fact is that basically unless you're travelling in first class you're not guaranteed any particular seat. Or if you're travelling with an airline that charges a fee for seat assignment, then you can really complain if they move you. Any time there's a change to the flight, whether it be a sked change or an "equipment" change (ie plane) the seat assignments seem to get shuffled. While I do my best to get seats "assigned" when the booking is done, I know that if the trip is more than a few weeks away probably that "assignment" will change at least once. So don't get worked up about the seats right now, there's a good chance they may change again before your flight!

The thing is that you have to realize that there are some things in this world that you have control over, and some things you don't. This is one of the things that you don't. The particular person you spoke with wouldn't move the person who ended up in one of "your" seats. What you do is say "Oh, okay, well thanks I guess my minor daughter will have to fend for herself then" and hang up. Wait 5 or 10 minutes and then call back and hope you get a different person, who might actually move the squatter. If not, well don't worry too much about it, chances are you'll be able to get that person to switch seats with your daughter when you're on the plane.

And if you want to stack the cards in your favour for the switch, try to take up as much room as possible and be fairly active. It should make them uncomfortable enough that they'll want to switch. Don't just plunk your daughter in the seat you want her in and then ask them to switch, you could get one of those stubborn people that will make your daughter move just to spite you.

 

[safetymom]

There still are people out there that want and request window seats. Just because there is a aisle seat available may not mean much to that person.

 

[chris1gill]

Well, I personally CAN understand why you would be so unhappy!! First of all, you made your seat assignments for a reason, it's where you wanted to sit! Secondarily, your family has now been broken up... Who in their right mind wants to worry about having to beg someone to change seats as you are boarding the plane? It's just unnecessary stress IMHO... I say put your two youngest next to the person at the window seat if they won't trade with you.. it's not like you didn't try! Oh, you can sit up in row 10 in peace & quiet & let DH entertain the children That works for me quite often!!!

 

[Brian Noble]

I sympathize about your changed seats, but unfortunately if AA isn't willing to move you, there isn't anything you can do right this second.

If I were in your shoes, I'd check in to see when AA does its automatic first-class upgrades for elite flyers. There is a good chance that the person in that seat is elite (since it is the front of the plane) and will be upgraded, (or two other seats will come available close by.) Check as early as you can in the morning of each upgrade point.

If that fails, use AA's on-line check in as early as it will let you.

While you can always ask the person in 14F if they'd like to switch, but they may not. Safetymom is correct; some people do request windows, but my experience is that aisles fill first, so you have at least a better than average chance that they will say yes. But, in the limit, if you have two adults traveling, you may have to have one adult sit in rown 10.

 

[seashoreCM]

There is another thread on this forum "Please sit with your kids".

How about have one adult sit in the separate seat and let things go that way for awhile. If someone complains about the kids more or less alone, propose (the plane is up in the air by now) switching seats to your liking.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[Disney Ella]

This has happened to us before and is very frustrating. I don't understand the point of even giving you a seat assignment if it means nothing. And I don't think I should have to try to bargain with strangers to change seats with me. On our last flight, my DH was able to convince one person to change seats so my two kids could at least sit together, but another person refused. (When we booked, all of our seats were together. Oh, and I called the airline too, but they just lied to me and told me that it would be taken care of at the airport and that our kids would not be separated from us.)

Customer service is severely lacking in airlines. It should be more than just getting people from point A to point B, it should be about transporting people and making the experience pleasant enough for passengers that they will actually want to fly your airline again and recommend it to other people - but I don't see that happening any time soon.

 

[bicker]

I think everyone can understand the frustration some folks feel when things don't go their way with the airlines. However, it is important, in any commerical transaction, to learn what it is you're actually purchasing, and not make assumptions about what you're entitled to or place unfounded expectations on the purchase. Otherwise, you're just setting yourself up to be disappointed, over and over again.

The reality is that we, the travelling public-at-large, have squeezed the airlines profit margins so thin, that they cannot possibly afford to provide the kind of customer service that, say, LL Bean routinely provides. We (in general) buy airline tickets on price, and price alone, and grumble about the service, while for something arguably less critical, like clothing, we'll pay a premium to get "yes sir" level of service.

It may or may not be the way-it-should-be, but the way-it-is is that when you book airline tickets you're booking transportation alone, sometime on the day of your reservation, under terms and conditions that go on for over a dozen pages. What's really sad is that all many of the airlines are able to achieve, even at such low levels of service, is minimizing how much money they LOSE.

 

[Disney Ella]

Based on American Airlines own customer commitment (on their website), the OP certainly does have the right to expect a basic level of service.

"American Airlines and American Eagle are in business to provide safe, dependable, and friendly air transportation to our customers, along with numerous related services. We are dedicated to making every flight you take with us something special. Your safety, comfort, and convenience are our most important concerns."

The airlines promote flying with them as a pleasant, easy experience while actually providing a totally different one. Based on what the airlines promise, we certainly do have the right to expect at least a basic level of service and honesty. If seat assignments mean nothing, then include that on the booking page. Don't bury it somewhere in your website. If you have no attention of making travel "dependable and friendly," don't claim you will. If you do, then people have the right to expect that very thing from you.

The "too bad for you. You should know we're all liars" attitude will not bring about repeat business, and in an industry that is cash-strapped, wanting customers to fly you again should be paramount.

It would not be hard at all to ensure that families stay together when aircraft is switched if an actual person took a look at the seating chart after the computer rearranged everyone. The airlines would not go broke doing this and it would certainly increase customer satisfaction.

 

[jackskellingtonsgirl]

We flew on American in January. DS and I booked our seats at one time, then we added DH's ticket later on. Initially we were sitting together, but by the week before the flight DH had jumped about 14 rows ahead of us. I called and they couldn't do anything because the flight was full. When we checked in at the airport we explained the issue to them and THEY (the American employees at the gate) asked whoever was in the row with me and DS if they would please trade with DH. No big deal.

Will the airlines LET you switch seats without them orchestrating it? Don't they insist on knowing who is in each seat at any given time? For security reasons or in the event of a crash, don't they need to KNOW who is who? Just curious.

 

[Took]

Congratulations, jtm1631. You are the first person to "flame" me on the DISboards. Now I know how it feels. Ouch.

In defense, I did offer sympathy, and I was not rude. I did also offer the truth.

As bicker put it, you need to know what you're buying--and it was A seat, not a particular seat. I don't really like that policy either, but, as a frequent flyer, I'm not surprised when I'm moved. I cope with the issue as best I can. I don't think the airlines are likely to change this practice.

Of course, perhaps you simply wanted to "rant" and not to discuss these issues, at all. In that case, I respectfully withdraw my comments.

took

 

[Becky2005]

Just gives me another reason not to fly....I would be afraid they would put my 5 year old somewhere by themselves in the plane or even worse my 1 year old! Of course, if they put my 8 year old alone, whoever was near him would want to switch PRONTO! He would be talking their ear off, trying to figure out how everything worked, etc...

This has happened to my sister before when her DD was 8 - they literally split her, her DS & DD all up into 3 different seats on the plane! She had them all together when they booked and later they were completely seperated.

I do agree though, if they are going to let you assign seats then they shouldn't change it on you. It would be like going to a concert, having tickets for seats 1-5 in row AA and all of a sudden they decide, I'm sorry you are going to sit here but your child is going to sit over in row ZZ seat 6. You are all going to see the show at the same time so what's the problem?

Otherwise, why bother even letting you choose.

 

[CarolA]

I think Bicker hit the nail on the head...

I read daily on this site that $79 each way is TOO much to pay for a flight. Well, what is happening is that you are being displaced by business travelers like me paying $800 round trip.

Americans in general are paying less in real dollars to fly today then they were 20 years ago and something has to give.... it happens to be service. (I think we can all agree that we would rather service give then Safety!)

 

[bicker]

There is a big difference between a "concern" and a "commitment". The airlines promote flying in the manner the flying public rewards it most for. Honesty isn't the issue: They are honest. They never deliberately commit to provide a certain level of service that they have no intention of providing. We all would like them to provide something closer to the image of service their marketing evokes, but that's true of many things in life.

The airlines are going broke the way things are. Adding on extra work that "an actual person" needs to do would surely make them go broke faster.

You're correct that repeat business is the crux of the issue. As long as the flying public rewards airlines -- rewards them with their repeat business -- for selling an image at an incredibly low price, instead of rewarding airlines for selling high quality at a fair price -- which is what the flying public is doing -- the airlines would be irresponsible to operate any differently from how they're operating.