The Emergency Exit Row
May 13, 2008 | 6:50 pm
#1
Original Poster
Join Date: Nov 2007
Location: YVR & YYZ
Programs: Aeroplan, Delta Skymiles, SPG
Posts: 382
The Emergency Exit Row
Hey folks,
I haven't posted in this forum for a while but just recently jumped onto a VX flight from LAX to SFO (VX 836) on Saturday. I paid for an emergency exit row which are I believe to be rows 9 and 10, is that correct? If not, please correct me accordingly.
Anyways, mid-flight, a group of college yahooligans who decided to get drunk jumped into the emergency exit rows. They stayed there for the entire duration of the flight. Sorry for being anal, but even though the flight from LAX to SFO is an hour long, personally, I don't think they should have been there in the first place and the cabin team members along with the service director did nothing about this. I was pretty choked and when I brought it up to the attention of the service director, he said that there are exceptions.
What exceptions were there to this case? I know VX policy is pretty relaxed and not-so-uptight but I'm sorry, if I have to pay for a premium seat, I don't think that it's fair for these seats to be a free-for-all. Honestly, I was pretty bothered by this. Has anybody experienced this before? Again, I don't mean to be anal or anything, but hey, business is business until I know for a fact that premium seats are a free-for-all for the taking.
I haven't posted in this forum for a while but just recently jumped onto a VX flight from LAX to SFO (VX 836) on Saturday. I paid for an emergency exit row which are I believe to be rows 9 and 10, is that correct? If not, please correct me accordingly.
Anyways, mid-flight, a group of college yahooligans who decided to get drunk jumped into the emergency exit rows. They stayed there for the entire duration of the flight. Sorry for being anal, but even though the flight from LAX to SFO is an hour long, personally, I don't think they should have been there in the first place and the cabin team members along with the service director did nothing about this. I was pretty choked and when I brought it up to the attention of the service director, he said that there are exceptions.
What exceptions were there to this case? I know VX policy is pretty relaxed and not-so-uptight but I'm sorry, if I have to pay for a premium seat, I don't think that it's fair for these seats to be a free-for-all. Honestly, I was pretty bothered by this. Has anybody experienced this before? Again, I don't mean to be anal or anything, but hey, business is business until I know for a fact that premium seats are a free-for-all for the taking.
May 13, 2008 | 9:20 pm
#3
Moderator: Luxury Hotels and FlyerTalk Evangelist
Join Date: Sep 2002
Location: Palo Alto, California,USA
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Totally agree with SFO 1K on this. Ideally, you should have complained to an FA on board (although to be honest, they should have enforced the rule without you needing to say anything) -- but I think a complaint from you now is totally justified.
May 13, 2008 | 9:57 pm
#4
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Join Date: Nov 2007
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Well, I spoke to the first class team leader and also a member of the guest services at arrivals/check-in at SFO. Both answers were, "we make exceptions" which truly in my opinion, is nothing better than a sack of heavy bricks. Again, I'm not trying to be anal but I'm rather upset over the principle of those who did not pay for a premium seat simply end up stealing one and getting away with it. I'm not upset over the fact that I paid $15. I could care less. To some people, it's a lot of money but to others, it could be chump change but again, it was the principle of the matter.
I fired off an e-mail to guest services. I'll let you folks know how it goes. Thanks!
I fired off an e-mail to guest services. I'll let you folks know how it goes. Thanks!
May 14, 2008 | 9:08 am
#5
Join Date: Dec 2004
Programs: Hyatt Globalist, Marriott Titanium, UA Silver, Hilton Gold, Hertz Pres Circle
Posts: 1,509
Agree with the above, however just to point out one correction, Row 9, while an exit row, is NOT a premium row as it does not recline and it does not cost extra.
May 14, 2008 | 9:11 am
#6
Join Date: Aug 2007
Programs: VX, UA 2P
Posts: 968
A similar thing happened on a SFO->JFK flight I was on. Only a couple of us paid for exit row seating and there were many empty seats which filled up shortly after take off. But there weren't any "college hooligans" and everyone got along fine.
Are you more annoyed that the seats were filled by pax that didn't pay extra? or that they were rowdy college students? Personally, I would be more annoyed at the latter. Exit row seats are normally full and I'd pay the extra fee just to guarantee I got one if it were a free-for-all (ie. Southwest).
I hope it works out for you.
Are you more annoyed that the seats were filled by pax that didn't pay extra? or that they were rowdy college students? Personally, I would be more annoyed at the latter. Exit row seats are normally full and I'd pay the extra fee just to guarantee I got one if it were a free-for-all (ie. Southwest).
I hope it works out for you.
May 14, 2008 | 9:14 am
#7
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I was more annoyed by the principle of me having to pay extra to sit in the emergency exit row moreso than the college hooligans. Haven't heard back from guest services yet and I just booked a flight from LAX to SFO. No confirmation neither. Maybe I got banned? 
May 14, 2008 | 10:49 am
#8
Original Poster
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Quick update, folks. I received a response from VX Guest Services and here is their response verbatim:
Well, it looks like VX wins this battle. I'm satisfied with just an apology however, I do stand corrected in the fact that row 9 is not a premium seat but instead, simply an emergency exit row. There are other details I'm leaving out but again, I don't want to be super anal about it so I'm going to let bygones be bygones. Oh well! I finally got my flight confirmation from LAX to SFO this Tuesday. Anybody in town down for a drink or a bite?
Edit: Oh, and by the way...
Dear bcrdukes,
Thank you for taking the time to contact us. I’ve taken note your complaint regarding "stealing" premium seats and will pass that on to our management team.
In your situation, row 9 is actually not sold as a 'Premium Seat', as it does not recline and does not incur an additional charge. Although it is an emergency exit row, per FAA rules and regulations a seat cannot block any emergency exit doors (which would occur if it was reclined into row 10), thus row 9 does not recline into the emergency exit row 10.
Our rationale for advance selling of Premium seats is that some people’s body types are such that the need the extra room that these premium seats require for their comfort. By charging for it - but just at a nominal $15 or $25 charge - it’s more likely that these seats will be available for those who really want them.
Once those aircraft doors are sealed, guests can move around to sit in available seats (within the main cabin). If the seats in the emergency exit row are available, a guest can move to that seat with the approval of an in-flight team member. I have also forwarded your complaint to our in-flight management team to make sure this was the case and the team members followed protocol.
I do apologize if allowing this seems like a misleading tactic on our part, and hope that you understand our position on the subject. It is through guest feedback that we are able to continually improve the quality of our service. We hope that you will allow us the opportunity to welcome you on board soon.
Warm Regards,
Courtney
Virgin America Guest Care
Thank you for taking the time to contact us. I’ve taken note your complaint regarding "stealing" premium seats and will pass that on to our management team.
In your situation, row 9 is actually not sold as a 'Premium Seat', as it does not recline and does not incur an additional charge. Although it is an emergency exit row, per FAA rules and regulations a seat cannot block any emergency exit doors (which would occur if it was reclined into row 10), thus row 9 does not recline into the emergency exit row 10.
Our rationale for advance selling of Premium seats is that some people’s body types are such that the need the extra room that these premium seats require for their comfort. By charging for it - but just at a nominal $15 or $25 charge - it’s more likely that these seats will be available for those who really want them.
Once those aircraft doors are sealed, guests can move around to sit in available seats (within the main cabin). If the seats in the emergency exit row are available, a guest can move to that seat with the approval of an in-flight team member. I have also forwarded your complaint to our in-flight management team to make sure this was the case and the team members followed protocol.
I do apologize if allowing this seems like a misleading tactic on our part, and hope that you understand our position on the subject. It is through guest feedback that we are able to continually improve the quality of our service. We hope that you will allow us the opportunity to welcome you on board soon.
Warm Regards,
Courtney
Virgin America Guest Care
Edit: Oh, and by the way...
Question Reference #080514-000007
Date Created: 05/14/2008 08:47 AM
Last Updated: 05/14/2008 09:34 AM
Status: Solved
Departure Airport: Los Angeles (LAX)
Arrival Airport: San Francisco (SFO)
Flight Number: 836
Flight Date: 05/10/2008
Date Created: 05/14/2008 08:47 AM
Last Updated: 05/14/2008 09:34 AM
Status: Solved
Departure Airport: Los Angeles (LAX)
Arrival Airport: San Francisco (SFO)
Flight Number: 836
Flight Date: 05/10/2008
Last edited by bcrdukes; May 14, 2008 at 11:17 am
May 15, 2008 | 5:06 am
#9
Join Date: Jan 2007
Posts: 268
Quick update, folks. I received a response from VX Guest Services and here is their response verbatim:
Well, it looks like VX wins this battle. I'm satisfied with just an apology however, I do stand corrected in the fact that row 9 is not a premium seat but instead, simply an emergency exit row. There are other details I'm leaving out but again, I don't want to be super anal about it so I'm going to let bygones be bygones. Oh well! I finally got my flight confirmation from LAX to SFO this Tuesday. Anybody in town down for a drink or a bite?
Edit: Oh, and by the way...
Well, it looks like VX wins this battle. I'm satisfied with just an apology however, I do stand corrected in the fact that row 9 is not a premium seat but instead, simply an emergency exit row. There are other details I'm leaving out but again, I don't want to be super anal about it so I'm going to let bygones be bygones. Oh well! I finally got my flight confirmation from LAX to SFO this Tuesday. Anybody in town down for a drink or a bite?
Edit: Oh, and by the way...
They should have refunded you the premium seat fee, regardless.
May 15, 2008 | 10:04 am
#10
Join Date: Sep 2000
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The original poster's gripe lost some teeth when it turned out the seat poachers were taking Row 9 seats, not Row 10 seats. Still, I can appreciate his frustration!!!
May 15, 2008 | 10:46 am
#11
Join Date: Dec 2004
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Articos, I don't believe Row 9 ever was a premium seat. Does someone have this printed somewhere? And I don't count Seatguru as an official source 
May 15, 2008 | 10:52 am
#12
Join Date: Sep 2000
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http://www.virginamerica.com/va/imag...tdesirable.pdf
The link to this is in the FAQs on virginamerica.com - keyword "leg room"
They need to update this to remove Row 9.
May 15, 2008 | 10:56 am
#13
Join Date: Aug 2007
Programs: VX, UA 2P
Posts: 968
Ask and ye shall receive:
http://www.virginamerica.com/va/imag...tdesirable.pdf
The link to this is in the FAQs on virginamerica.com - keyword "leg room"
They need to update this to remove Row 9.
http://www.virginamerica.com/va/imag...tdesirable.pdf
The link to this is in the FAQs on virginamerica.com - keyword "leg room"
They need to update this to remove Row 9.
I like the 13 inches more knee-room in row 3!
May 15, 2008 | 12:47 pm
#14
Join Date: Aug 2001
Location: San Francisco Bay Area
Programs: AS MVP, Elevate, AAdvantage, Mileage Plus
Posts: 1,992
Ask and ye shall receive:
http://www.virginamerica.com/va/imag...tdesirable.pdf
The link to this is in the FAQs on virginamerica.com - keyword "leg room"
They need to update this to remove Row 9.
http://www.virginamerica.com/va/imag...tdesirable.pdf
The link to this is in the FAQs on virginamerica.com - keyword "leg room"
They need to update this to remove Row 9.
In regards to the OP, I trust you were sitting in row 10 and the college hooligans were in row 9. Because that's the only way VX's explanation would work.
May 15, 2008 | 2:38 pm
#15
Join Date: Jan 2007
Posts: 268
Row 9 was a Premium Seat row at launch, but once the A319s started appearing in the fleet they took all the rows that don't exist in both cabin types and made them airport assignment only. (Avoids a mess during equipment subs.) Hence, Row 9 became an airport controlled row and not sold as premium.
The original poster's gripe lost some teeth when it turned out the seat poachers were taking Row 9 seats, not Row 10 seats. Still, I can appreciate his frustration!!!
The original poster's gripe lost some teeth when it turned out the seat poachers were taking Row 9 seats, not Row 10 seats. Still, I can appreciate his frustration!!!
Gooseman, SFO's got it. There are 3 different diagrams on seating/premium seating in VX's FAQ if you hunt a bit for them. Great info, but seemingly needs a bit of updating.
Last edited by articos; May 15, 2008 at 3:01 pm