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Paid for Main Cabin Seat Preselection But...

Paid for Main Cabin Seat Preselection But...

Old Nov 28, 19, 10:56 am
  #1  
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Join Date: Oct 2014
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Paid for Main Cabin Seat Preselection But...

My mother-in-law (mobility issues) and sister-in-law paid extra for Main Cabin tickets in the same PNR so they can sit next to each other. They checked in and were given boarding passes for the original, adjacent seats. Upon scanning their boarding passes to board, they were given new seats that were not adjacent. Of course the COC says they can move you to the lav if they desire, but they are basically taking money for a service that wasn't provided in this case. The Twitter rep says no adjustment will be given because of the COC. Any chance for a different, and customer service friendly, result pursuing elsewhere?
NoleATL is offline  
Old Nov 28, 19, 11:11 am
  #2  
 
Join Date: Aug 2012
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You can submit a complaint officially here: https://www.delta.com/contactus/commentComplaint

State your case clearly with no extraneous/emotional information (keep it simple). YMMV. It may take some time to hear back and you may get nothing.

Seat preselection is a 'feature' of a Main Cabin ticket, but is not the only feature (earlier boarding, slightly more flexibility, etc). So Twitter rep is technically right due to CoC, but a reasonable complaint submitted online may yield some sort of customer service gesture like some miles.
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Old Nov 28, 19, 11:13 am
  #3  
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To address the mobility and assistance issue, contact DL and have the sister-in-law identified as a caregiver. This can assure that to the extent possible, the two are seated together.

If they paid a specific fee for a seat such as in Main Cabin Extra and were then reseated outside of that section, they are due a refund of that extra fee. However, if they were simply reseated within the Main Cabin, there is nothing to refund. This is equally true for all passengers.
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Old Nov 28, 19, 10:06 pm
  #4  
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I don’t know how anyone thinks it’s okay for airlines to effectively market that you need to pay more if you want to sit together, and then have carte blanche to separate you without some form of compensation.

If the complaint to customer service doesn’t yield anything, I’d definitely file a complaint with the DOT.
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Old Nov 28, 19, 10:07 pm
  #5  
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Did they ask the GA why their seats were moved? I would think that the mobility issue would be an argument for the GA to do something to change seat assignments so that they are seated next to each other. It would be very annoying if the GA swapped one of the seats with someone on a BE ticket who was begging to sit next to someone else with a BE ticket.
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