When ITA Airways changes Rocco De Mella’s plane from Miami to Rome, he loses the seat upgrade he bought. An airline representative promises him a prompt refund. But six months later, the airline still has his money.
Question
I flew from Miami to Rome on ITA Airways recently with my wife. I paid an extra $160 for two upgraded seats. ITA Airways changed the type of aircraft, so we were downgraded to economy class.
When we checked in, an ITA Airways representative promised we would get a refund. He gave us a name and number at ITA Airways to contact. I called but got no answer. I emailed but got no response.
On our flight back, I visited the ITA Airways counter in Rome and a representative gave me a different name and email address. But the result was the same: No response. (This time, the email address was invalid.)
Thinking there might be a language barrier with the Italian speakers at ITA Airways in Italy, I then tried the ITA Airways ticket counter in Miami when we landed. A representative there gave me yet another set of numbers and addresses to contact for our refund.
I reached a representative by phone, who gave me instructions and an email address for submitting refund paperwork, which I completed and submitted promptly. I have had no response to my repeated requests for an updated status, and never received a refund. It has been six months! Can you help me get a refund? — Rocco De Mella, Boca Raton, Fla.
Answer
You experienced what’s called an equipment change. That’s where the airline switches the type of aircraft and then reassigns everyone to different seats. In your case, you and your wife were sent back to economy class, meaning you were involuntarily downgraded.
How does an equipment change work?
Equipment changes can happen for various reasons, including maintenance issues, operational efficiency, or changes in passenger demand. While these changes are often necessary for airlines to maintain their schedules, they can have significant implications for passengers, particularly when it comes to seat assignments. (Related: British Airways canceled my flight and now it refuses to give me a refund.)
Many travelers are caught off guard by airline equipment changes. Here’s what you need to know about this common problem and how it can affect your seating:
- Seat layout differences. Different aircraft models have varying seat configurations. Your carefully selected aisle seat might become a middle seat, or your extra legroom seat may no longer exist.
- Class of service changes. In some cases, an equipment change could result in an upgrade, but far more likely a downgrade of your class of service, particularly if the new aircraft has a different cabin layout.
- Separated travel parties. Families or groups traveling together may find themselves seated apart because of the new aircraft’s seating arrangement.
Airlines have fairly advanced reseating algorithms that ensure you get a comparable seat. But they aren’t perfect, and chances are you won’t end up with the seat you paid for (if, indeed, you paid for an assigned seat).
The best way to avoid a problem with an equipment change is to check your reservation before your flight. If you notice a change that affects your seating, reach out to the airline as soon as possible to discuss alternatives. (Related: She bid $594 for an upgrade on ITA Airways but was seated in economy class. Now her money is gone.)
Note: Airlines are not required to compensate for equipment changes, but they should make reasonable efforts to accommodate your original seat preferences. If they can’t, you should receive a refund of your seat reservation fee.
What happened to your ITA seat reservations?
Before we unravel your case, let’s talk about why you spent $160 to get better seats. Airlines like ITA Airways moved the seats in economy class closer together and then tried to sell you the room they took away. And in your case, they sent you to the back of the plane anyway but then kept your money.
ITA traces its lineage to Alitalia, the troubled Italian flag carrier that used to be an endless source of complaints for my advocacy team. I guess some things never change. (Related: ITA Airways lost luggage problem: Why won’t it cover my expenses?)
According to the Department of Transportation, you’re entitled to a refund of fees paid for an optional service, including baggage fees, seat upgrades, or in-flight Wi-Fi, if you can’t use those services because of a flight cancellation, delay, or schedule change. Also, ITA Airways was required to process your refund within seven days.
Your refund should have been automatic. No sending you to several ticket counters. No empty promises. No six-month wait.
I publish the names, numbers and email addresses of the ITA Airways customer service executives on my consumer advocacy site, Elliott.org. A brief, polite email to one of them might have made the process move along faster. You could have also complained to the Department of Transportation if that didn’t work, or filed a credit card dispute.
I contacted ITA Airways on your behalf. A week later, the airline refunded your $160 seat upgrade fee.
