Losing Assigned Seats? (Family w/ children, equipment change)
Apr 23, 2019, 2:34 pm
#31
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
There a very limited number of free Main Cabin seats. You can pay for preferred seats (which are nothing more than window and aisle seats other than the last few rows) or MCE. In that case you at least can say I've paid for us to sit together and at worst can ask to have the seat fee refunded if your party is broken up. This is the game of the airlines today, fee upon fee.
Apr 23, 2019, 3:15 pm
#32
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Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
I suspect some kind of aircraft change may have caused this.
The way I understand it, the two oldest got seated together, each parent sat with lap child and was seated next to one of the other younger children
Yes, it might be inconvenient to sit apart for a 2 hours flight, but the oldest children were old enough to be on the plane rows away from the parents. They should be encouraged to be a bit more vocal if they really do need to use the toilet during the flight. As no "accidents" were reported, I assume nothing happened. In fact, at that age, some children like to have some distance from parents for a short time. Other than the other 6 members being split in groups of 3, I don't see any problem. Let's also not assume they were the only family groups on the plane. All in all, I understand their frustration but this was a from LGA to MIA, not a transcon, TATL, TPAC, etc..... If that is the worst that happens during your family travels, consider yourselves lucky. With 8 people traveling together, expect it will happen again.
I see absolutely no cause here, for the seating issue, for a complaint to DOT, as eat assignment issues happen, and the youngest children were seated with a parent.
A complaint to AA for the seating issue might get you some miles, but I would not count on too many. The biggest issue in my mind, is the agent making what you believe to have been an anti Semitic remark. I don't know what it was, so I can't really say what I would do, but if you feel it was anti Semitic that is something you should complain about to both DOT and AA. I am saying I am not sure, because some people might feel a statement like, "You Jewish people sure have a lot of kids" is an anti Semitic. I would not feel offended by that, but I think some people might. Of course, he could have made a much worse statement, but since we don't know what it was, cannot say what I would do
The way I understand it, the two oldest got seated together, each parent sat with lap child and was seated next to one of the other younger children
Yes, it might be inconvenient to sit apart for a 2 hours flight, but the oldest children were old enough to be on the plane rows away from the parents. They should be encouraged to be a bit more vocal if they really do need to use the toilet during the flight. As no "accidents" were reported, I assume nothing happened. In fact, at that age, some children like to have some distance from parents for a short time. Other than the other 6 members being split in groups of 3, I don't see any problem. Let's also not assume they were the only family groups on the plane. All in all, I understand their frustration but this was a from LGA to MIA, not a transcon, TATL, TPAC, etc..... If that is the worst that happens during your family travels, consider yourselves lucky. With 8 people traveling together, expect it will happen again.
I see absolutely no cause here, for the seating issue, for a complaint to DOT, as eat assignment issues happen, and the youngest children were seated with a parent.
A complaint to AA for the seating issue might get you some miles, but I would not count on too many. The biggest issue in my mind, is the agent making what you believe to have been an anti Semitic remark. I don't know what it was, so I can't really say what I would do, but if you feel it was anti Semitic that is something you should complain about to both DOT and AA. I am saying I am not sure, because some people might feel a statement like, "You Jewish people sure have a lot of kids" is an anti Semitic. I would not feel offended by that, but I think some people might. Of course, he could have made a much worse statement, but since we don't know what it was, cannot say what I would do
Apr 23, 2019, 3:47 pm
#33
Join Date: Mar 2002
Posts: 329
Sorry about your experience, Mendel. This, to me, is a customer service fail. The first gate agent already had 3 seats together for you, so it seems clear that the second agent made the situation even worse. I have been in similar situations and have had experiences both ways. Some won't even try to help and others will go out of their way. I recently had a flight where I was called up by the gate agent asking if I would give up my seat so that a family could sit together (which I have no problem doing). The GAs who are attuned to customer satisfaction are a key component to AA's success; too bad AA doesn't recognize that (as can be seen by their canned responses to you).
Apr 23, 2019, 7:21 pm
#35
Join Date: Nov 2003
Location: Here and there
Programs: AA EXP
Posts: 1,551
17B - 19B - 26E - 26F - 31A - 31B
Perhaps the OP can clarify but it looks more like the parent and lap infants were in 17B and 19B, with pairs of children in 26E&F and 31A&B?
Apr 23, 2019, 8:08 pm
#36
Original Poster
Join Date: Mar 2007
Posts: 89
26E and 26F was mom with 4 week old baby on lap and 7 year old
19B was 12 year old
17B was myself with 23 month old
When you have a baby and a toddler.. the older kids really participate in entertaining the small ones (in addition to that keeping them busy as well).
Apr 23, 2019, 8:15 pm
#37
Original Poster
Join Date: Mar 2007
Posts: 89
I suspect some kind of aircraft change may have caused this.
The way I understand it, the two oldest got seated together, each parent sat with lap child and was seated next to one of the other younger children
Yes, it might be inconvenient to sit apart for a 2 hours flight, but the oldest children were old enough to be on the plane rows away from the parents. They should be encouraged to be a bit more vocal if they really do need to use the toilet during the flight. As no "accidents" were reported, I assume nothing happened. In fact, at that age, some children like to have some distance from parents for a short time. Other than the other 6 members being split in groups of 3, I don't see any problem. Let's also not assume they were the only family groups on the plane. All in all, I understand their frustration but this was a from LGA to MIA, not a transcon, TATL, TPAC, etc..... If that is the worst that happens during your family travels, consider yourselves lucky. With 8 people traveling together, expect it will happen again.
I see absolutely no cause here, for the seating issue, for a complaint to DOT, as eat assignment issues happen, and the youngest children were seated with a parent.
A complaint to AA for the seating issue might get you some miles, but I would not count on too many. The biggest issue in my mind, is the agent making what you believe to have been an anti Semitic remark. I don't know what it was, so I can't really say what I would do, but if you feel it was anti Semitic that is something you should complain about to both DOT and AA. I am saying I am not sure, because some people might feel a statement like, "You Jewish people sure have a lot of kids" is an anti Semitic. I would not feel offended by that, but I think some people might. Of course, he could have made a much worse statement, but since we don't know what it was, cannot say what I would do
The way I understand it, the two oldest got seated together, each parent sat with lap child and was seated next to one of the other younger children
Yes, it might be inconvenient to sit apart for a 2 hours flight, but the oldest children were old enough to be on the plane rows away from the parents. They should be encouraged to be a bit more vocal if they really do need to use the toilet during the flight. As no "accidents" were reported, I assume nothing happened. In fact, at that age, some children like to have some distance from parents for a short time. Other than the other 6 members being split in groups of 3, I don't see any problem. Let's also not assume they were the only family groups on the plane. All in all, I understand their frustration but this was a from LGA to MIA, not a transcon, TATL, TPAC, etc..... If that is the worst that happens during your family travels, consider yourselves lucky. With 8 people traveling together, expect it will happen again.
I see absolutely no cause here, for the seating issue, for a complaint to DOT, as eat assignment issues happen, and the youngest children were seated with a parent.
A complaint to AA for the seating issue might get you some miles, but I would not count on too many. The biggest issue in my mind, is the agent making what you believe to have been an anti Semitic remark. I don't know what it was, so I can't really say what I would do, but if you feel it was anti Semitic that is something you should complain about to both DOT and AA. I am saying I am not sure, because some people might feel a statement like, "You Jewish people sure have a lot of kids" is an anti Semitic. I would not feel offended by that, but I think some people might. Of course, he could have made a much worse statement, but since we don't know what it was, cannot say what I would do
I honestly couldn't care less if some random person said something straight up anti-semtic.. but not when backed up by actions that impact my family.. and to be condescending etc in front my kids.. is something that really hurts.. especially when my 11-year-old son right away asked me.. why was he suddenly so rude/mean when you asked so nicely for help.
Apr 23, 2019, 8:48 pm
#38
Join Date: May 2005
Location: PHX
Programs: AA Gold, WN A+ & CP, HH Diamond, Hyatt Platinum, National Executive Elite
Posts: 3,246
What really annoys me most about these situations (and I've had these seat issues at least a couple of times myself), is even if you call as soon as you notice, if the seats are already occupied, the standard response is "sir, we cannot just move people out of their already assigned seats". To which I say ever so slowly "buuuuuuuuut, you can because you already did. Otherwise we wouldn't be having this conversation." Right or wrong, just give me a straight answer, don't make up crap and waste my time. But then I remember who I am dealing with. So, yeah. 
Apr 24, 2019, 4:13 am
#40
Join Date: Sep 2009
Location: Global
Posts: 5,998
One other theory... did you book these all together... aka one PNR? If you had multiple PNR's the computer would not know to keep you together. Just a thought.
Last edited by Global321; Apr 24, 2019 at 4:21 am
Apr 24, 2019, 5:33 am
#41
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
You may have misheard... pretty bold for an agent to say something so directly racist in front of a large group of customers. As for his actions, I can assure you, AA treats everyone that poorly.
One other theory... did you book these all together... aka one PNR? If you had multiple PNR's the computer would not know to keep you together. Just a thought.
One other theory... did you book these all together... aka one PNR? If you had multiple PNR's the computer would not know to keep you together. Just a thought.
As far as families and groups of people flying the airline industry, for the exception of WN, no longer cares about your needs-unless you are at least at mid tier status level. Otherwise, your considered a nuisance. This is what the Wal Mart economy has brought us in air travel. I know families now that will no longer travel by air. All of their vacations are by car (as it was for most Americans in the 1960s and 1970s.)
Apr 24, 2019, 7:23 am
#42
Original Poster
Join Date: Mar 2007
Posts: 89
You may have misheard... pretty bold for an agent to say something so directly racist in front of a large group of customers. As for his actions, I can assure you, AA treats everyone that poorly.
One other theory... did you book these all together... aka one PNR? If you had multiple PNR's the computer would not know to keep you together. Just a thought.
One other theory... did you book these all together... aka one PNR? If you had multiple PNR's the computer would not know to keep you together. Just a thought.
All booked under one PNR..
Even the evening before (long after 737 max was grounded) it still showed us as being together.. in fact I saw another family in our original rows.. looks like a software mishap.. and the first to the airport got our seats..
The flight was overbooked by 9 seats..
Are they still allowed to do that under the new rules?
Apr 24, 2019, 7:37 am
#43
Join Date: Sep 2009
Location: Global
Posts: 5,998
It was just me and my kids at the counter.. and he did mumble.. all I could hear was Jew or Jews.. so nobody else heard even that. The "I may be wrong" was on what came along with it.. but judging by his actions and attitude I don't think it was "I love Jews"...
All booked under one PNR..
Even the evening before (long after 737 max was grounded) it still showed us as being together.. in fact I saw another family in our original rows.. looks like a software mishap.. and the first to the airport got our seats..
The flight was overbooked by 9 seats..
Are they still allowed to do that under the new rules?
All booked under one PNR..
Even the evening before (long after 737 max was grounded) it still showed us as being together.. in fact I saw another family in our original rows.. looks like a software mishap.. and the first to the airport got our seats..
The flight was overbooked by 9 seats..
Are they still allowed to do that under the new rules?
It does seem to be a glitch. If your seats were anywhere near an exit row and the plane was swapped, it could have started your troubles. Example... If you were in row 14 and 15 on the Max and it switched to one 738, you are now in an exit row. Then it switches to a different 738 and you are not. So the computer is thoroughly confused. Same if you were in the last few rows of the MAX... they disappear on one of the 738's, and then reappear on another.
It sucks. And the gate agents should have done more to help you; asking people to move, etc. And really, there is no advice on 'what to do next time'. It seems you were very proactive on picking seats, checking in and at the gate.
Apr 24, 2019, 7:41 am
#44
Join Date: Jun 2017
Posts: 258
So if you choose your seats when you make the reservation, but cannot do online check in 24 hours prior (for one reason or another) that means you lose your seat assignment? What is the window for which they remove you from your seats? We have a return flight on 6/1/19 that we booked back in Dec and it shows online the same "glitch" that OP was speaking of....we are 2 adults and 2 kids and at the top of the screen it has a warning saying that we cannot sit in exit row seats with anyone on our reservation under 15. We are on a 321 airbus with one adult on row 5 and my kids and I on row 6....which is no where near an exit row. I just assumed this warning was posted as normal but now I am wondering if this means I will also not be able to check in 24 hours prior and we lose our seat assignment as well. What can I do now to keep this happening to me as well?
Apr 24, 2019, 8:30 am
#45
Original Poster
Join Date: Mar 2007
Posts: 89
So if you choose your seats when you make the reservation, but cannot do online check in 24 hours prior (for one reason or another) that means you lose your seat assignment? What is the window for which they remove you from your seats? We have a return flight on 6/1/19 that we booked back in Dec and it shows online the same "glitch" that OP was speaking of....we are 2 adults and 2 kids and at the top of the screen it has a warning saying that we cannot sit in exit row seats with anyone on our reservation under 15. We are on a 321 airbus with one adult on row 5 and my kids and I on row 6....which is no where near an exit row. I just assumed this warning was posted as normal but now I am wondering if this means I will also not be able to check in 24 hours prior and we lose our seat assignment as well. What can I do now to keep this happening to me as well?