Old Jan 17, 15, 10:26 pm
  #17  
extramileage
 
Join Date: Aug 2013
Location: DXB
Programs: EK, AA, DL, UA, SPG, HGP, Amex
Posts: 1,122
Originally Posted by yabadoo View Post
This is correct, and I have seen this happen on EY. a "normal" passenger was seated in one of the seats where the bassinets are and on boarding the Purser switched him out into another seat so that the couple who was traveling with the baby could sit together and also so that he did not have a screaming child entertaining him during the flight.

What I don't understand, and why EY find this so excruciatingly difficult, is to positively confirm and block those seats for those passengers who have babies under 2 years old who need the bassinet and the child is clearly included in the PNR. Why give the run-around and stress to go to the airport and play roulette to see if they can get the bassinet seats or not. I mean, who are they saving the seat for? If they believe that it's first-come-first-served at the airport gets the seats, then how is that different to being first-come-first-served to get the seats when you actually make the reservation?
It's a simple fix, this is not complicated, and will win EY repeat business from passengers who are in the situation where they need the bassinets and know they can reserve it when they book.
We've had similar experiences (in Y) where the EY check-in staff in AUH (not contract!!) told us that we *definitely* had the bassinet for our 15 hour flight with an infant only to end somewhere completely different on board and where the purser left us on our own to negotiate getting the bassinet seat.

EK actually blocks the bassinet seats so they can't be selected online unless you have an infant in your res and is explicit that they have the right to reseat you if they need the bassinet on flight day. Why is it so hard?
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