beachfan

I'm inferring that the OP didn't check on the LATAM site as he references an AA printout of the seat assignments.

I've had several occassions where, for whatever reason, the operating carriers seat assignments don't match what AA or the booking airlines reservation shows. They may match initially, but later changes often don't get reflected. Sometimes, the ticket isn't even valid, even though AA said it was. Always check on the operating carriers site.

Not to mean that the OP is incorrect. But it's not the most likely explanation if they didn't check on the op's site (and recheck).

carlosdca

I don't think this had anything to do with the fact that this an award ticket.

This had probably more to do with the ticked being issued by AA and AA systems not talking properly to LAN systems.

It has happened to me in the past when I bought (with cash/credit card) a LAN operated flight ticket on AA.com.

The solution would have been to call LAN or go to LAN's website and make the seat selection there as soon as the ticket was issued. For this, the LAN record locator is needed which can only be obtained by calling AA.

deeruck

Agree, though the airport staff should have been able to deal with the issue. The DOT's rules aren't meant to apply only when it's convenient for the airline, or when you've already self-assigned appropriate seats.

IggySD

mvoight

They were assigned seats in the same row. OP reports they boarded the aircraft.. So if it was absolutely needed that they sit together, what happened?
How did they cope on the plane without sitting together, or what happened when people were asked if they could switch?

Life_Platinum

Thank you for your suggestions on what we should do in the future. LATAM finally was able to convince a passenger to switch into the broken seat by offering a 300 $ voucher which expires in 6 months. They offered us this as well, but we rejected the offer as we do not fly LATAM very frequently except when vacationing in South America. However the seats we accepted were much further from the bathroom, making it more difficult for my wife to use the facilities.

USFlyerUS

Sounds like LATAM worked to find a solution and did. Why didn't you mention this in your original post?

enpremiere

It's really regrettable that the broken seat and the lost luggage derailed your experience. Having been there (everything planned to the T for an incredible aspirational redemption only to be completely thrown a curve-ball with a crewing issue nonetheless), stories abound about equipment swaps, seat loss, and last minute involuntary downgrades all over FT. No matter what you do, MX, weather, people, and even cabin pets can get in the way. It's part of flying and I don't think that there is anything that you can do to avoid it other than staying home.

I wouldn't go as to far as saying that this was discrimination but rather, airlines today are not people companies in the transportation business but rather $-driven companies in the monopolistic transportation business. Some of the best outcomes in these situations stem from remembering that the people are in front of you (or on the phone) are people with stories themselves most often aren't the underlying cause of whatever issue is at hand so empathy from both sides can go a long way.

Glad that you were able to make the journey and keep your seats in business!