Broken First Class Seat.
 

On monday, I was flying back from LGW, on VS 005/CO 4055 in Upper Class. My seat totally messed up. Everytime I reclined, and moved an inch, or the person sitting next to me moved the seat would reset and go back to it's upright and locked position. So needless to say I sat upright for 9 hours. I "wasted" a 100,000 mile award ticket for this trip. The way I see it as I didn't get what I was promised, and what my miles paid for. From CO's own website they claim "Upper Class customers can relax in sleeper seats with at least 55 inches of pitch." Which I clearly couldn't do because of the broken seat. I called 1-800-we-really-don't-care, and was told that I couldn't have the one way adjusted as if I flew in coach even if my seat was broken. My question, has anyone else had any experience with this. The lady I spoke with was "rude" to say the least. She told me even if I had paid 12,000 dollars for the ticket there would be nothing they could do. Is it unreasonable for me to ask for the difference between a coach and business class seat?

You are totally correct to be demanding a refund, or at least the difference in price regardless of it's miles or dollars.

If I was in your situation and had paid for it, I would have disputed the charge with AmEx if they didn't agree.

There's no way you'd be successful. You're paying for premium transportation... if you take the flight, it's hard to prove you didn't get what you paid for.

I agree he's owned compensation, but not 100% refund... I'd say half to two-thirds (depending on all the facts) of the 50,000 miles (one-way) is reasonable.

So in your word against theirs, you assume that they side with the airline? The airline probably wouldn't lie that the seat was broken. If you didn't get what you paid for, compensation is due.

In these situations, the burden of proof is on the merchant, not the customer.

dbaker,

About two years ago I checked in for my AA flight 74 minutes prior to departure... it was an international flight and the policy was to close the flight 60 minutes in advance. It was oversold, and when I reached the gate I was denied boarding (no compensation) because I checked in "too late." They were unable to rebook me on another flight that day, so my ticket became worthless. I unsuccessfuly argued the charges and had to take AA to small claims court, where they presented "evidence" that I checked in too late. Problem? I had a TIME STAMPED boarding card... keep in mind that AA was willing to go to small claims court over a $400 ticket.

The airlines (maybe not UA http://www.flyertalk.com/forum/smile.gif) take their money very seriously.

The question in my mind is if they forged the evidence or if due to some operational glitch, the gate folks thought that you checked in later than you actually did.

That would explain why they denied boarding and ended up going to court over it rather than just settling.

I subscribe to the theory that the simpliest solution is the most likely. They probably made a mistake and thought you were late and then a crazy nut for going after them for compensation. http://www.flyertalk.com/forum/smile.gif

Interesting story, though. Airlines go to court more often over these sorts of things than broken seats, I suspect. There's some total nut that has a web site devoted to a similar incident with Continental. He's really lost it, though.

IP,

Just out of curiousity, did AA testify under oath that you checked in late? What evidence did they present?

I wonder if AA would go so far as to perjure themselves for $400.

Also, from what I understand if you brought the case in Texas, you can ask for treble damages up to $3,000 if you can prove that the other party acted in bad faith or with criminal intent (fraud).

A few years ago some kids vandalized my house.They were caught by the police and afterwards I sued their parents jointly and severally in justice court and was awarded treble damages. The JP really tore into them, I wonder if your could have persuaded your local JP to teach AA a lesson.

jh

If I were you I would write a letter and send it registered mail to customer service. Calmly lay out the facts and what you would like in compensation. I would say 30,000 miles is appropriate. I am almost certain you will get some return on your miles.

I'd be interested to know if you mentioned anything to the Lead Flight Attendant. On our flights the ISM can assist in confirming the problem (i.e. we write the problem in a log book). I'm going to go out on a limb and assume that the rest of Upper Class was full and you couldn't move to another seat. Is that correct?

[This message has been edited by OpenOncePourTwice (edited 11-15-2002).]

Did you present yourself at the desk 74 minutes before - or did you stand in line? This makes all the difference.

Yes I showed the problem to the lead flight attendant. She offered me to switch seats. But the seat was already occupied by someone who was just in the Lav. I asked about another seat in the rear part of Upper Class and she told me that since I was on a Continental Ticket, I had to sit in the seats Continental had on the flight.

That is ridiculous.

Ah the memories.

Back to the times that I thought CO was good...the last millineum...The first time I learned that if the airline gets your butt from point A to point B that they feel you have no reason to complain.

http://www.flyertalk.com/pasttalk/ft...ML/000551.html

Had a similiar experience on a NW flight this year flying in 1st having upgraded with miles. Seat also was broken, would not stay upright in my case, constantly reclined but would not stay. I mentioned it to FA and first class being full she said contact NW later which I did and they gave me a voucher for one way first class confirmed upgrade. I felt that was fair. If CO is lousy enough to not do anything DUMP THEM!

I really don't see why they are making such a big deal out of it. I didn't feel my request was out of line. I do find it funny, that CO is blaming VS, and VS keeps referring me to CO. I really didn't understand why I could only sit in a CO seat, if there were other empty seats on the plane. The thing as I said, was MS Brammer in CO Customer Care. I've put in 120,000 miles on them this year and she talked to me like I was common trash off the street.