Originally Posted by
Dave Noble
If they deal with the issue within the CoC then that is not poor customer service, that is poor customer expectations
Poor customer service to me is if the CS fails to fix something that is actually wrong or where the person is , say, rude; it is not poor to tell someone that there's nothing to be done about it if there is nothing to be done
The OP had booked an economy flight, he still has seats in economy and all the members of the group are still together
The COC doesn't state that employees won't be rude, why do you consider it poor customer service if an employee is rude? As long you are in the same cabin and going to the same destination, they have perfect customer service.
If they are outside of the COC, it is not poor customer service, it is a breach of contract. The COC allows them to switch planes, dates, and cancel your flight. Customer service is how well they manage the impact of these events on their customers.