Can't change seat, system limitation when booking award ticket?
Aug 17, 2014, 10:11 pm
#1
Original Poster
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,638
Can't change seat, system limitation when booking award ticket?
..or do they just want me to go away? Has anyone else had this problem?
Background info:
I booked a flight with points. The price in points dropped (this was pre-8/15) and I called for a price drop credit. They performed the price drop credit and "rebooked" it at the new rate to refund the difference. After they did that, I couldn't change my seat. When I go to my itinerary, this is what I see:
(I edited out my name and confirmation #)
There is no link under the seat assignment to change the seat, and the button to change it in the drop down menu is grayed out. To change my seat, I would have to call JetBlue and sit on hold for ~15 each time. I'm ok with my seat assignment for now, but I'd prefer to move back should the middle seat be taken.
I sent @JetBlue on Twitter a message, and they couldn't figure out why and apologized for the inconvenience. I sent them a message from the JetBlue website asking if they can either fix it or rebook it to fix it, and this is what I received for a response:
(I edited out my name, confirmation #, and the crewmember's name and #)
I've never had this problem before. Did JetBlue just hire United's IT department?
Background info:
I booked a flight with points. The price in points dropped (this was pre-8/15) and I called for a price drop credit. They performed the price drop credit and "rebooked" it at the new rate to refund the difference. After they did that, I couldn't change my seat. When I go to my itinerary, this is what I see:
(I edited out my name and confirmation #)
There is no link under the seat assignment to change the seat, and the button to change it in the drop down menu is grayed out. To change my seat, I would have to call JetBlue and sit on hold for ~15 each time. I'm ok with my seat assignment for now, but I'd prefer to move back should the middle seat be taken.
I sent @JetBlue on Twitter a message, and they couldn't figure out why and apologized for the inconvenience. I sent them a message from the JetBlue website asking if they can either fix it or rebook it to fix it, and this is what I received for a response:
(I edited out my name, confirmation #, and the crewmember's name and #)
Hello [diburning],
Thank you for contacting JetBlue Airways regarding your ability to assign or change seats online. We sincerely apologize for your frustration with not being able to assign or change your seats online for confirmation [confirmation #]. What you are experiencing is not an IT issue it's a system limitation. Our system does not have the capacity to exchange flights booked with TrueBlue points online. In addition, you are not able to assign or change seats online once the ticket (or record of payment) has been exchanged. In order to honor the lower fare we have to exchange the original ticket (record of payment) for the new lower price. We encourage you to call the TrueBlue help desk at
1-800-JETBLUE (538-2583) and we will be happy to help you with your seat selection.
[diburning], we thank you for choosing JetBlue and look forward to welcoming you onboard in October!
Kind Regards,
[agent]
TrueBlue Customer Service Crew
JetBlue Airways
Crewmember [agent #]
Thank you for contacting JetBlue Airways regarding your ability to assign or change seats online. We sincerely apologize for your frustration with not being able to assign or change your seats online for confirmation [confirmation #]. What you are experiencing is not an IT issue it's a system limitation. Our system does not have the capacity to exchange flights booked with TrueBlue points online. In addition, you are not able to assign or change seats online once the ticket (or record of payment) has been exchanged. In order to honor the lower fare we have to exchange the original ticket (record of payment) for the new lower price. We encourage you to call the TrueBlue help desk at
1-800-JETBLUE (538-2583) and we will be happy to help you with your seat selection.
[diburning], we thank you for choosing JetBlue and look forward to welcoming you onboard in October!
Kind Regards,
[agent]
TrueBlue Customer Service Crew
JetBlue Airways
Crewmember [agent #]
Aug 18, 2014, 4:27 am
#2
Join Date: May 2008
Location: new york
Programs: trueblue ,mileageplus skymiles, hilton honors silver
Posts: 965
Changing seats
..or do they just want me to go away? Has anyone else had this problem?
Background info:
I booked a flight with points. The price in points dropped (this was pre-8/15) and I called for a price drop credit. They performed the price drop credit and "rebooked" it at the new rate to refund the difference. After they did that, I couldn't change my seat. When I go to my itinerary, this is what I see:
(I edited out my name and confirmation #)
There is no link under the seat assignment to change the seat, and the button to change it in the drop down menu is grayed out. To change my seat, I would have to call JetBlue and sit on hold for ~15 each time. I'm ok with my seat assignment for now, but I'd prefer to move back should the middle seat be taken.
I sent @JetBlue on Twitter a message, and they couldn't figure out why and apologized for the inconvenience. I sent them a message from the JetBlue website asking if they can either fix it or rebook it to fix it, and this is what I received for a response:
(I edited out my name, confirmation #, and the crewmember's name and #)
I've never had this problem before. Did JetBlue just hire United's IT department?
Background info:
I booked a flight with points. The price in points dropped (this was pre-8/15) and I called for a price drop credit. They performed the price drop credit and "rebooked" it at the new rate to refund the difference. After they did that, I couldn't change my seat. When I go to my itinerary, this is what I see:
(I edited out my name and confirmation #)
There is no link under the seat assignment to change the seat, and the button to change it in the drop down menu is grayed out. To change my seat, I would have to call JetBlue and sit on hold for ~15 each time. I'm ok with my seat assignment for now, but I'd prefer to move back should the middle seat be taken.
I sent @JetBlue on Twitter a message, and they couldn't figure out why and apologized for the inconvenience. I sent them a message from the JetBlue website asking if they can either fix it or rebook it to fix it, and this is what I received for a response:
(I edited out my name, confirmation #, and the crewmember's name and #)
I've never had this problem before. Did JetBlue just hire United's IT department?
Aug 18, 2014, 12:14 pm
#3
Join Date: Apr 2003
Programs: B6 Mosaic, Bonvoy LT Titanium (x SPG LT), IHG Spire, UA Silver
Posts: 5,844
B6 has never allowed changes to award bookings without calling. This is the opposite of UA's IT problem which allows anybody to cancel or change with just the record locator.
Aug 18, 2014, 8:11 pm
#6
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
Or just book the seat you want and go from there. I cannot remember the last time I changed a seat after booking unless an upgrade cleared.
Aug 18, 2014, 10:55 pm
#7
Original Poster
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,638
I know that I'm not entitled to an empty middle seat, or a seat that isn't mine, but it's just a personal preference that I pick a seat with no one in the middle where I can spread out a bit.
If the entire flight is full, then I'll live with it, but I've had much success moving my seat until I get a row where there's no one in the middle seat. On the E190s, I've never been on a flight with a seatmate.
If the entire flight is full, then I'll live with it, but I've had much success moving my seat until I get a row where there's no one in the middle seat. On the E190s, I've never been on a flight with a seatmate.
Aug 19, 2014, 4:06 am
#8
Join Date: May 2008
Location: new york
Programs: trueblue ,mileageplus skymiles, hilton honors silver
Posts: 965
seat
I know that I'm not entitled to an empty middle seat, or a seat that isn't mine, but it's just a personal preference that I pick a seat with no one in the middle where I can spread out a bit.
If the entire flight is full, then I'll live with it, but I've had much success moving my seat until I get a row where there's no one in the middle seat. On the E190s, I've never been on a flight with a seatmate.
If the entire flight is full, then I'll live with it, but I've had much success moving my seat until I get a row where there's no one in the middle seat. On the E190s, I've never been on a flight with a seatmate.