I read an article about this, I believe in the WSJ, and now it's happened to myself and my family.

We are a family of 6, 3 adults and 3 children: 6, 3 and 10 months). Booked a RT flight on Delta from LAX-NAS in early September, for travel at the end of Dec, returning early Jan. Booked Comfort+ for each leg (4 legs, LAX-ATL, ATL-NAS, NAS-ATL, ATL-LAX). Used a very large number of points as this is peak flying seasons.

Toward the end of November, I received an email showing a change in some of the plane types. Buried at the bottom of the email was information about the seat changes and that on the NAS-ATL portion, my family was scattered all around the plane and no longer in Comfort +. Just to reiterate, each family member, including my 6, 3 and 10 month old were now sitting by themselves and not next to any other family member. As you can imagine, there was almost no available seats on this flight. Called Delta immediately and the rep told me not to worry, that this was a "temporary" change in airplane type, and that a new airplane would be assigned and that we would be kept together as a family and in Comfort+. Fast forward to this week, I reviewed my itinerary only to find that we were still scattered around the plane and not in Comfort+.

Called customer service, was told that it's unlikely that the plane will be changed and that the computer makes these assignments and nothing can be done. Escalated to a supervisor and was told that a computer reassigns the seats and there is nothing that can be done. I expressed disbelief in this statement ("THERE IS NO NO ONE THAT CAN MAKE SEAT CHANGES? THE ALGORITHMS ARE RULING THE ROOST?") and was informed that there is no person within Delta that the supervisor is aware of that can undo the computer's assignment of seats and that the computer assigns seats based on status, cost of ticket etc. I asked why a customer representative could at least not make an attempt to accommodate my family by offering a refund/credit to other passengers and was told that this is simply not possible.

The supervisor then told me that she would try to work on at least seating some of us together and that she would call me back. I received one call telling me that she was still working on this "accommodation" and then did not hear from her again. Called again today and after spending a great deal of time speaking to a supervisor was told that the 2nd to last row in the plane was miraculously (my addition) open, and she was able to place my family together. The availability of this row, btw, was not visible online.

To add great insult to great injury, (this is somewhat tongue in cheek as obviously the separation of family members is the great offense) she was unable at this juncture to credit the difference in points between Comfort+ and Main Cabin and that I would only be able to apply for a credit after the flight and that I would have to request the credit, otherwise no credit would be issued. Also, no other accommodation was given nor was any gesture offered.

I am familiar with the contract of carriage and that essentially airlines can do what they want. But that does not help assuage my sense of outrage. It would be one thing for me to be displaced, but to displace an entire family?