tj-traveler

On Sunday, I (GM) and my wife (FO) took a late afternoon DEN-ATL flight. The flight was delayed by almost an hour in leaving for no apparent reason. We had selected exit row seats about a month in advance, and we knew we wouldn't get an upgrade (with her being FO and DEN-ATL being a heavy medallion flight, even on Sundays). When we checked in we still had our exit row seats.

About 5 minutes before boarding, an announcement went out for our names. We go to the desk, and are promptly given boarding passes for seats in the second to last row of the plane . I look at the gate agent and hand them back asking why we are being moved. She looks at the tickets and says to the agent beside her, "oh they lost their exit row". The other agent shrugs and says "I don't know. She printed these out." (referring to an agent who was not there). The agent looks at me apologetically and offers me some drink coupons. I take them (what else am I going to do?), but it's not much compensation for losing a significant amount of leg room and sticking us in the back of the plane (requiring us to wait a long time both to be able to use those drinks and for everyone to deplane before we can get exit).

I wonder who got our seats , and what happened? I'm not very happy about this. Should I have argued more?

localady

At this point, I'd probably be sending a complaint via Delta.com and asking for an explanation quite loudly...

Crazyhotelguy

+1

Crackerpup

Before others chime in to tell you, Delta does not guarantee seat assignments and they state this on Delta.com. Not that I agree with what happened to you, just pointing out what you'll likely be reminded about from other posters.

Having said that, I'd send them a note of complaint as well....

Ask for an explanation calmly, succinctly, and without emotion or threats. Keep to the facts and what information you want from Delta (or what you want them to do, e.g. compensation).

FWIW, I've used such phrases as "disappointed because...", "XYZ...didn't meet the Delta's level of professional standards ", or "what I expected based on Delta's communication to me as late as... " (vis-a-vis boarding pass or confirmed seats).

Don't worry; you'll still get the same auto-fill-in-the-blank response (which you'll likely want to respond to).

This way, once a human actually reads it, your original email will most likely be seen as incredibly reasonable (particularly when compared to the others they get every day). As the saying goes, "...more flies with honey..."

PS: Since there are two of you, remember to include your wife's SM number and her name as it appeared on her ticket. This way one email = compensating you both (hopefully).

mtkeller

And be sure to post it here, because we will all be shocked if the responder doesn't describe how shocked you must have been and declare how disheartened he/she was to read your email.

I was really impressed by a well-written response I got one time from a DL agent. She complimented me on how well-written my email was, so they definitely do take notice of things that are properly composed and don't yell at them, make statements about how DL ruined the rest of your life, etc.

PaulMSN

I wouldn't have accepted being moved without a reasonable explanation. If I take the trouble to book early enough to snag an exit row seat, it shouldn't be taken away from me willy-nilly. Especially last-minute -- one wonders about shady dealings if it happens that late. I think I would have said, "Sorry, no." to them and forced them to give me a reason.

PDX1130

I was bumped from my exit rows a few months back no explanation given, I wasn't in the mood to argue. Wrote a friendly email and receieved 9500 miles.

tikiboy

I was recently moved on an international flight. I had my boarding pass printed with my original seat and had to check in with my passport before my flight and had another seat assigned.
Check-in agent said to ask at gate, so I asked at SkyClub. She couldn't tell.
Asked at gate and gate agent didn't know.
I asked, very nicely, but firmly, for my seat back, and got it.
No explanation given why it was changed and no issues after boarding.

RatherBeOnATrain

I think the responder deserves its own name, but I cannot decide between Dliza or Deltaliza. What do others think?

plagwate

How about Dlusional?

keeton

Just to be sure: Was there a last minute equipment swap? It would have said EQP 01 somewhere on your BP if that was the case and could explain the seat shuffle - particularly for a 757 where DL has so many configurations.

If no EQP issues, I would have taken a peek to see if your exit row seats were actually occupied and to see if there were any obvious non-rev (by obvious, I mean wearing ID badges or such) pax occupying the seat. Too late for that now, of course.

Do send that letter to DL!

BDG8R

Had a equipment swap and lost my Exit row several weeks ago. Submitted complaint online, 7500 miles. I would recommend both of you filing separately.

florin

The exit row seats being taken away like that can only mean one things: shenanigans!

Nice touch with the drink certs tho. DEN-ATL is not that long of a flight; I think given a choice I might actually take the drink certs.

fti

I guess length of flight is relative. Almost 3 hours gate to gate plus 1/2 hour in the plane before taxi seems long enough to me to have the exit row I booked weeks/months ago.

personaltravelaid

I wrote USAir the other day because one of my clients was re-booked because he missed a connection (MTC) and he go the wonderful 22B seat on a 319. I scored a $125 certificate for him.