Hey, these aren’t the seats I reserved!

Mercedes Revilla reserves two seats on a British Airways flights, but she gets assigned different ones. Is she entitled to a refund?

Question: Earlier this year, my cousin and I bought round-trip tickets to fly British Airways from Miami to London.

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British Airways allows you to select your seats 24 hours before departure. Or, for a fee, you can reserve your seats further in advance. About a month before our flight, we paid British Airways $168 for two seat reservations. We selected bulkhead seats, near the front of the aircraft, that had extra legroom.

When we boarded the plane, our chosen seats were not in the position presented by the website. A flight attendant politely explained that this problem frequently occurred when a different, bigger plane was used in order to transport more passengers.
I sent an email to British Airways and received a form answer that said it would take some time to resolve my problem “due to the high volume of correspondence.”

When I came back home, I contacted British Airways several times and left phone messages, but no one ever called back. I disputed the charges on my credit card, but that didn’t work. My credit card company denied the dispute because I used the seats even though I knew they were not what I originally purchased.

British Airways has used an unacceptable excuse to deny the credit of its charge. There is no way I could have refused to use the seats. Can you help? — Mercedes Revilla, Coral Gables, Fla.

Answer: You should have received a bulkhead seat on the plane, as promised. You’ve uncovered the dark side of an industry practice called “unbundling.” That’s the act of stripping away all the components of an airline ticket and then selling them back to you — a very profitable, but often deceptive, airline tactic.

In the good old days before unbundling, you received a checked bag, a meal and a seat reservation with your ticket; today, almost everything is extra.

While I can understand the industry’s reasons for implementing this “a la carte” pricing, it went about it in the wrong way.

First, airlines claimed that the unbundling would keep fares low. But they didn’t immediately lower fares when they stripped away the ticket components. Then, airlines had the audacity to claim that we “asked” for unbundling because we demanded lower fares. And then they tried to raise fares anyway. It makes no sense.

But back to your issue. The airline — indeed, most airlines — continues to behave as if these unbundled items are technically “free” and that there are no guarantees with them. A few years ago, the government ordered domestic airlines to refund baggage fees when they lost luggage. Before, some airlines had refused to do so.

Your credit card company also goofed. Although you received the ticket you paid for, you did not receive the seats you paid for. British Airways draws a distinction, and so should your credit card company. But mostly, British Airways goofed. When it switched its plane — in airline parlance, an “equipment” change — then it was obligated to give you comparable seats. If it couldn’t, it needed to refund your reservation fee, no questions asked.

British Airways’ initial response to you was acceptable, as long as it followed up with a real answer in a reasonable amount of time. But it didn’t. And calling its executives was an exercise in futility. Your best bet was to escalate the case via email. I list all of their contact information on my site.

I contacted British Airways on your behalf. It apologized for giving you the wrong seats and cut you a check for $168.

Should British Airways have refunded Mercedes Revilla's fees?

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89 thoughts on “Hey, these aren’t the seats I reserved!

  1. Good job, getting the refund.
    Airlines will change equipment and by necessity, change people’s seats. If the person paid extra for that seat, it should be refunded without question.

  2. Indeed the fee should be refunded.
    It is important to note here that bulkhead seats are never guaranteed and you can be moved.

    1. I don’t think being moved is the issue. If you pay for something specific and don’t receive it, why does the company get to keep the money?

    2. From the BA website:
      Bulkhead seats are usually reserved for people with infants as this is where the bassinet table is positioned, so you may not be able to reserve these.

      Sometimes simply reading the terms and conditions will help in avoiding problems.

      1. …but she was able to reserve them. The issue was also not that someone with an infant wanted to sit there, but that the plane was substituted. At that point, BA should have offered either a refund on the seat fee or the ability to choose new seats.

        1. The FA said that sometimes is the case, but a passenger can also be moved due to someone with a special need having a higher priority. We don’t know what caused the move and when it was made. You should watch your reservation constantly and during the last week before your travel, watch your reservation daily…sometimes twice a day.

          1. Sometimes doesn’t matter. I had a PRINTOUT from EVAAIR for partner Can’tinental’s 0800 flight in Newark, New Guernsey to IAD 3 days later. When I got there, no flight. The Can’t moron said he had no record of the flight. I asked him if he thought I conjured up the paper. Just because he NOW had no record of it didn’t mean it wasn’t there 3 days ago. They wanted to charge me a CHANGE FEE to get me on an earlier flight to DCA. Lying thieves.

          2. You said you had a printout. I assume on that printout was your reservation, confirmation, seat assignment and frequent flyer information. That flight was with a commuter carrier and I have to admit to shaking my head as to how little those agents know how to use their computer.

          3. The printout was the paper that the agent printed from the EVA reservations computer to her printer in their office on Rama IV in the Green Tower building. It contained all that info. As I said before, Can’t were a gang of d-bags. NEVER on time on ANY flight I EVER took. Had to turn back due to equipment failure as a result of incompetent mechanics’ work [contracted out maintenance to low-bid 3rd-world slipshods], changed flights w/o notifying me [even though my contact info was in their system], tried to charge me for bags on a continuous flight to overseas [one I’d taken many times before], nasty beach on the rag that day who purposely mis-routed my bags [I caught up with her next time – she was apparently afraid of me now], etc etc.
            Took a friend who is an AF general to airport. Beautiful but stupid bimbette at counter told him his seat wasn’t up front, but farther back. Issued him boarding pass. I looked at it. Not his full name. Another guy with his LAST name. Told her to fix the problem. Stupid……

            YOU screw up – your fault. THEY screw up – your fault.

          4. It’s not just the commuter carrier. The main carriers are busy one-upping each other by outsourcing the jobs to the lowest common denominator vendors that provide low pay and no benefits to workers, while the main carriers layoff anyone with experience. They clearly do not care about the customer experience.

          5. Delta once moved a passenger from the bulkhead for me. I had a cast on my broken my leg and couldn’t possibly have gotten to a seat in the back of the plane. I’m sorry if I “bumped” someone, but I was in a great deal of pain and appreciated Delta’s consideration.

          6. That is a risk anyone takes when booking a bulkhead seat in advance. Someone like you with a special need has priority.

      2. How could this problem have been avoided by the OP reading that section? Are you suggesting that with that knowledge they shouldn’t have even attempted to reserve those seats? They airline took their money and allowed them to reserve the seats, rendering everything else moot. It’s crazy they didn’t instantly get a refund.

          1. It says “may not”, but that also means that you may be able to as well. And since the system allowed it, took their money, it would seem to have been OK.

            But that isn’t relevant. If you paid to get certain type of seats, but don’t get those certain type of seats, the airline shouldn’t be allowed to keep the money.

          2. Doesn’t matter. They sold her the seats, they should deliver, or refund the money. Their words on the website are irrelevant.

            Can’t seem to reply to Tony A’s post. Site says his post is inactive. Looks active to me.

          3. They talk about the refund procedure on that same webpage.
            A few lines near what I quoted.
            Anything else we need to know?

          4. Nice job getting all huffy when somebody disagrees with you. Try just answering the question about what would have changed in this case had they read that ahead of time. The answer is: Not a thing.

          5. The key phrase in the BA refunds section for seat assignments when they don’t honor your paid request is that they only refund if they move you to a seat that they do not define as comparable. They could, if they wanted, define every seat in the cabin you will sit in as comparable.

      3. “so you may not be able to reserve these”
        if the airline cannot guarantee that you can sit there, then iy should not ask for money to reserve that particular seat.

  3. This is a perfect example of why unbundling is garbage. “You played our game of paying for a seat in advance, but we had to use a different plane. You received seat 18B and 18C you selected so we owe you no money.” What a load of crap (please excuse my expression)!

    And $168 for two seat assignments!?!?!? That’s almost as bad as an unwanted $424/month cell phone bill!!!

    Chris, I cannot believe you had to get involved to get this money refunded. DOT needs to add this to their list of regulations, your bag gets lost you get a refund of the fee, you pay for a seat assignment and the plane gets changed, you get a refund unless it’s a comparable seat.

    1. You think that is bad, Spirit air wants more for a big front seat than the leg of the trip costs on the flight I’ve booked for next month. ($55 for the seat assignment and $34 for the fare)

        1. LOL, I do know about all the fees. they are disclosed a LOT during the booking and even after. I have to admit, before they came to Cleveland this year I had an unfavorable opinion of them because of their policies. However, after actually doing a booking and seeing how ALL the fees are disclosed up front and they tell you what will cost extra and how much it will be, I have a different opinion so far. BTW, the carry on bag fee is only there if your carry on is too large for their box. If you have a smaller carry on, no fees.

    2. I would go one step further and require a double or treble refund – a simple refund allows the airline to offer any service it wants and if it coincidentally happens to provide that service, it gets extra revenue.

    3. $168 — $84 each. Most likely it was £50, at an exchange rate of 1.62 or thereabouts. (Potentially less with a currency fee.) Late October, the exchange rate was around that.

  4. I would like to see exactly how they disputed the charge with their credit card company. I think that’s something that’s worth looking into further. The story does not provide a lot of detail; all that’s said is that the dispute was denied because “because I used the seats even though I knew they were not what I originally purchased.”

    But according to the story they did not know about it until they boarded the plane. So something does not add up.

    I haven’t disputed anything with my credit card company in at least ten years; but back when I did that a few times I was always very careful in how the dispute was framed. In this case, I would’ve framed the dispute as: “I purchased an upgrade, upon boarding I did not receive the purchased upgrade, I tried contacting the airline several times for a refund, I was unsuccessful.” Add several dates and times when I called, and no more than that.

    If I would’ve received the “you used the seats” denial, I would’ve immediately written back to whoever name appeared on the denial letter, informing him or her that, no, I did not use the seats, as I clearly indicated in my original error, you goofed, now read the letter again, and reprocess the dispute.

    That’s another thing — if your CC dispute is denied, most people think it’s final. It’s not. If your dispute is denied, you can pursue it further with your credit card company. That happened to me once a long time ago — the CC initially denied the dispute, I did not let the matter drop, and eventually got a full refund (had to start CCing the FTC, and whichever bureaucracy regulates the CC companies, before someone decided to actually start reading the CC disputes they were processing).

    1. What does not add up?

      BA charges a separate fee for a seat reservation. It appears on your CC statement as a separate charge. The LW got on the plane, saw the seats were not what were purchased and then disputed the specific charge for the upgrade as services not provided or some similar option when they got home.

      Perfectly clear to me.

      1. My credit card company denied the dispute because I used the seats even though I knew they were not what I originally purchased.
        ^^^ That part doesn’t add up. How or why would the credit card company not side with her even after agreeing that the seats were not what she purchased? So I think the question was about which part of the bill got disputed. Was it just the upgrade fee, or was the original ticket mentioned, and therefore the company looked at another charge instead.

        1. Simple answer is because it’s not that easy to successfully dispute charges. A lot of times the credit card company decides it isn’t clear cut enough to reverse the charges and then it’s up to the consumer to work it out with the business.

          I’d imagine the credit card company looked at it something like this: I see you didn’t get the exact seats you reserved but it’s not clear if the seats you did accept were truly a downgrade from what had been reserved. And if they were essentially a wash in terms of price then you still got something for your money. Best you get with the airline and work out the dispute because we don’t feel like being the referee.

        2. Maybe the LW needs a different credit card company?

          The bank probably looked a the charge for the upgrades and said you reserved seat 7F and 7H (or whatever ones they were) and you got those seats. Case closed. Even though on one plane those are bulkhead seats with extra leg room and they are regular seats with no leg room on the plane they actually ended up on.

    2. Illiterates do NOT read the complaints, and deny your request. I have
      had to point out to illiterates that they should RE-READ the ORIGINAL
      correspondence and try again. Usually an apology for being obtuse….

  5. Who voted “No”? The world wonders…

    I will point out that the current system (where you can pay for a “seat reservation”) is better than the previous system, where on an elite-heavy flight, a mere ordinary passenger would have a difficult to impossible time ever getting to sit in those seats. At least now, with a fee, those without mega-elite status that want to sit in better seats can now do so.

    1. I don’t think it’s such a mystery. Those who voted NO were focused on the thought that BA would not have responded without Chris’s intervention, not that they had no duty to respond. The wording of the question is at best ambiguous, and I think the main idea in both responses could well be correct.

  6. Before the days of paying for specific seats, I had reserved an aisle seat in the group of two on the side. When I got on the plane, found my seat was second from left in center section of four – child on my right spent flight from Cape Town to Frankfurt with head in mother’s lap and feet pushing on my leg. Middle of night, painted toenails came through the back of the seat rest. Girl in row behind wanted to be more comfy. I contacted Lufthansa & complained and was told that “a seat selection is not an amenity that we guarantee.” In this case my original seat wasn’t even one that would have required a fee. Lufthansa did add miles to my frequent flier account.

  7. When I fly on an airline that I don’t have status with, my 6’7″ frame appreciates the option of paying more for a seat with guaranteed additional legroom. The way I see this one, the lady got what she paid for regarding transportation from Miami to London, but not for the specific guaranteed seat for which she paid additional sums. I understand that “things change” all the time, but refunding the latter is the only logical choice since she didn’t receive that particular good/service.

  8. Another example of people being fobbed off with BS. I was surprised the credit card company didn’t see things the same way. When goods and services are paid for and not received they usually recognize the fact.

  9. Well BA are going down rapidly in my opinion. First I contacted them by filling in on line forrm clearly putting “Mr” then I got e mail response to “Miss” then when I tried to use Avios points I was told I could not use on that flight. Well what is point of collecting points and being a loyal customer then!!

  10. I know people always call me an airline apologist, but I voted yes. They paid extra for specific seats, didn’t get them, of course they should be refunded. And I personally don’t think I am an airline apologist, just or the record.

    1. Don’t you think it depends on where BA transferred their seats?

      From what I can see in GDS it is the 744V1 that is usually scheduled for MIA-LHR.
      But what if the day they flew, BA used the V2 version which is used for JFK-LHR?
      The main difference is where the forward bullhead is for the economy section.
      If the LW was on rows 28 or 28 on V1 and was reassigned to 33,39,40 in V2 then what is the damage? Sure it is a different SEAT # as showed in the website.
      But so what, they still got a similar seat!

      My problem here is why Elliott and his gang don’t ask for more details and tell us what exactly happened. Just because I’m not on the same exact seat number as seen on the website does not mean I’m on an inferior seat.

      1. If they did get a like to like seat, then they should not get a refund. You are right, we need that info, and I just assumed they were moved form bulkhead to a seat where someone can recline into them.

      2. One could easily assume that if they paid for bulkhead seats with extra legroom and were put in bulkhead seat with extra leg room that they wouldn’t have come looking for a refund of the fees that they paid to sit in a bulkhead seat. Do you get paid to always argue against the consumer?

        1. There are many reasons why I’m not responding to @TonyA_says:disqus, not the least of which is that he saw this story long before it was published and had an opportunity to weigh in with any concerns. He waited until now. I don’t understand why.

          But to your point: We are on the side of the consumer on this site. It’s a bias we clearly disclose. I assume consumers are telling me the truth and I when I advocate for a traveler, I give companies like BA an opportunity to correct any inaccuracies. That’s exactly what I did. BA let this issue stand and offered a refund.

          I do not, like some of the commenters here, assume a customer is lying or using “weasel words.” I believe them. They are innocent until proven guilty.

          And no, none of the information presented in the comments would have changed how I handled this case — although I found the seating charts to be impressive.

          1. FYI Chris, I don’t read ALL the stuff you share in google docs. I just can’t. And I don’t recall seeing this one.
            Most of the time I go there, I am the only one making comments about the CONTENT and not just about the grammar. I don’t think anyone is really interested in investigating. They are editing.
            So if you are going to be on the side of the customer ALL THE TIME, there is no point to investigate. That’s only my opinion.

            It’s your blog. If you don’t want people who disagree fine.
            Just post a message warning us not to post anything that questions the customer since they are always right.

          2. We deal with more than our fair share of consumers who are wrong on this site. You’d have to be a very selective reader of this blog to think that we believe the customer is “always” right.

            I think asking the company if a consumer’s version of events is correct is an acceptable level of fact-checking, which is what I did in this case.

            I certainly don’t mind a healthy debate, but it won’t change the outcome of this story, and unless you can make a very good case for truth-squadding every request for help that I get, it won’t change the way I advocate, either. But I’m open to new ideas.

          3. I believe, in part, that you answered your own statement on why you should truth squad your requests – you get more than your fair share of consumers who are wrong. They are coming to you because you are on record as not vetting the inquiries. Your reputation and brand right now are strong enough to handle the consumers in the wrong but how long until it delegitamizes your advocacy? It is my opinion that you are causing consumers more harm when you are involved in claims that are not legitimate because eventually your reputation will suffer which will make you less effective in the long run. You will not be taken seriously. My impression from many of your comments is that you differentiate between an email about an issue and whether you are advocating for an issue. It is my opinion that you are the only one who makes that distinction. Your involvement, even as benign as sending an email about, currently provides a veneer of legitimacy.
            Only speaking for myself, I will state that your site is on the cusp of being removed from my daily reading because many weeks are the same – a seriously questionable or marginal case where many posters do minimal amounts of inquiry to rebut the case, you stating you are a CONSUMER advocate and then statements to be nicer to the LW when personal responsibility and truthfulness are called into question. It is getting real old, real quick.
            That is why I think you should truth squad your inquiries.
            I should note, these comments are not supposed to be specific to this particular article or consumer but to address your comment generally.

          4. Actually, I’m on the record as saying I don’t vet one weekly post — Should I Take The Case?. The others are screened to the best of my ability and only about 1 to 3 percent of the cases are advocated.

            What TonyA_says and you seem to be suggesting — and what I refuse to do — is to break out the sodium amytal and subject my readers to an interrogation. Instead, I ask the company for its version of the incident and I publish it. If they contradict each other, I let my intelligent readers decide which version is correct.

            If you read this site as often as you claim to, I’m sure you’ve seen the stories where a company’s version significantly contradicts a customer’s. (I’m not always nice to the customer when there’s a discrepancy.)

            Interestingly, I’ve invited people who seem to think my system doesn’t work, to participate in the advocacy. I’ve allowed them to review early drafts of stories. I’ve given them access to real cases where they could help. I hoped they would understand why we do things the way we do and maybe suggest ways of improving our processes.

            Unfortunately, the exercise often backfires. These critics seem more interested in publicly accusing this site of helping undeserving customers than actually catching a consumer in the act of bending a few facts or trying to play the media card. And when they have direct contact with customers, their responses often read like lectures: “You should have bought insurance. You should have read the fine print. You deserve nothing. ”

            So what kind of reader are you? Do you want to help, or are you just interested in telling the world to stop reading my blog?

          5. Chris , you asked for feedback and a differing perspective. I provided one from my POV only.
            In response, I get an implication that i am lying (if I read this blog as often as I say I do, I do BTW)? Being not interested in helping consumers? And because I am only a reader and not a helper on your site that I am against you?
            My entire point was that you have the power to do great harm to your own reputation. What I didnt get into is that you also have the ability to do harm to the consumers and the suppliers reputations as well.
            A review for reasonableness of a complaint is not the same as a hardcore interrogation. This is the idea that appears to cause most of the disconnect. A review for reasonableness does not need to include putting people through the wringer.
            I don’t hold myself out to be a consumer advocate. I also don’t appreciate the implication that I am a liar when I am providing reasonable feedback.

          6. I’m not even sure how to respond to that. I think most people reading this case felt it was reasonable, including me. But then, I’m not a travel agent – I’m a consumer advocate.

            Not sure where I called you a liar, but that was never the intention of my response. I’m sorry if you felt that way.

      3. That’s a ridiculous accusation. BA, but not the LW, is in the best position to tell if the two seats are similar or not. BA was given a chance to explain the difference, if any, when she contacted. BA failed to respond. Then BA was given a second chance to explain the difference between the two seats when Chris contacted. BA didn’t say the two seats were similar. Instead, according to Chris, “[i]t apologized for giving [the LW] the wrong seats.”

        1. Actually if you understand BA’s fee for advanced seat reservation, it is not like DL’s, AA’s or UA’s ancillary fee for Economy Plus, Comfort or Choice Seats. The fee is just there to allow you to select assignable seats earlier than 24 hours before departure. You can actually select the lousiest seat on the cabin and still pay this fee because you want it for your wife. So BA does not assign a VALUE for specific seats, it is only from the eyes of the beholder. The fee is there so you can bypass and jump ahead of the first-come-first-served queue.

          So if there is an equipment change, chances are many seat numbers will change. Does it mean you get lousier seats. Maybe, maybe not. You just did not get the same exact seat number.
          So if you are a dishonest person and want to game BA, you complain to a consumer advocate even if there is nothing to complain about the actual seat or flight. By the way, did the LW say her seat sucked?

  11. Could someone explain why, if they used a different, bigger plane, there would be fewer bulkhead seats? The airline should have changed their seat numbers but kept their reservation for bulkhead seats. Or, at a minimum, it should have e-mailed them and given them an opportunity to take a different flight on the same day where bulkhead seats were available.

    1. An aircraft change can be also be to the same type of aircraft. Seating is done by a computer, not a human (not defending, just stating). The FA didn’t say that an aircraft change to place, just that in the situation, seats do get changed.

    2. BA on their MIA to LHR flights seem to use mainly their 747 which is their biggest plane flying there. They have two versions of the 747. One has 20 bulkhead seats for economy class, the other only has 10 due to differences in business class seat count and the placement of their economy plus seating. BA probably changed which version of the 747 they flew in resulting in the loss of 10 economy bulkhead seats.

      The LW didn’t say they got the same seat number, just that the seats were “not in the position presented.”

      And i agree that when the plane changed an email should have been sent allowing a different seat choice to be made.

  12. I don’t see how this is the result of unbundling. In fact, unbundling makes it much easier to compensate Ms. Revilla for her loss.

    In the old days, you’d reserve a seat. The seat assignment came with your ticket. The situation in this story could still happen — the airline might change equipment resulting in your seat assignment being changed. So let’s say under the old system you lose your bulkhead seat. How in the world do you figure out what the airline owes you? In most cases, I don’t think Revilla would have gotten a penny for her re-seating under the old system. With unbulding, she’s able to get a refund of her seat assignment feel.

  13. The OP reserved seat X42 which on the original plane was a bulkhead seat. Then on the new plane X42 is a middle seat. See, you got what you paid for, X42!

  14. Small point of order. BA don’t offer the bulkhead seats for prepaid seating. They’re held back for those with additional needs or those paying full fare or frequent flyers with status. They cannot be selected as prepaid seats. Maybe the LW *thought* she had chosen bulkheads?

    I just made a dummy booking on BA’s website and when booking discount economy the bulkhead seats are greyed out and not for sale. When booking flexible economy (needs to be Y class), the seats are available for selection.

    It could be possible, from the way the seat map displays on BA’s site, it appears that the row behind the bulkhead row has extra legroom but it doesn’t. This may have been the confusion, that the LW thought they were choosing the front row/extra legroom seats but actually didn’t. Try playing with the site yourself if you like. Bulkhead seats are definitely not for sale for an extra fee on top of discounted fares.

    Good for the LW to have her fees refunded. I don’t think it was because she didn’t get the bulkhead seats though, as I don’t think she actually had them to begin with. I could be wrong.

    1. Great comment, I really liked it. To respond accordingly, I decided to look at a real seatmap display for the 2 747 flights they fly for MIA-LHR. The seat maps agreed with your observation, the first row is indeed BLOCKED.

      The LW said they sat near the FRONT of the airplane. That could only the first set of seats ROWS 28 and 29.

      Note that Row 29 has more seats designated as “E” (Exit Row) and those are the seats you can reserve (R) with paid seating.

      Look BA208 for 17OCT2015 already has 29H&J Reserved.

      What was missing from the LW’s complaint was where they were reassigned? If they were comparable seats, then they did not deserve a refund.

      Here’s what BA says:

      What happens when we change your seat?
      We cannot guarantee that your seat is reserved because there may be an aircraft change for
      operational, safety or security reasons, even after you have boarded the aircraft.
      If we have to change your seat, we will do our best to seat you in a suitable alternative. We will look to seat your group together in the first instance, and then your choice of window, middle or aisle seat, if possible. If you have paid for an exit row seat we will look to seat you in another exit row seat.
      If we are unable to offer you a suitable alternative seat, you may apply for a refund.

      In other words, even if they did not get the EXACT seat number(s) on the flight, for as long as they received a similar seating arrangement, they should not get a refund.

      Notice their complaint – When we boarded the plane, our chosen seats were not in the position presented by the website. This did not mean they got lousier seats. It’s this kind of weasel language that we have to worry about when passengers complain.

    1. Hi Chris, would you happen to have anymore info about the seats she originally paid for, like the seat numbers and/or a breakdown of the amounts paid each way per person? I wonder if the $168 was for $82 per person one-way (doesn’t seem right) or $42 per person each way (sounds about right).

      The seat numbers will give us a clue as to whether she actually secured the bulkhead or not to start with.

  15. I don’t see this as a bundle/unbundle situation. Whether you pay to select your seat or it comes with your tix, if circumstances change, the airline will attempt to reseat you in a comparable seat. The comparable part doesn’t always happen and there’s little to do about it. But if you’ve PAID for certain seats, the airline needs to refund your money. Do airlines actually refuse to do this? Kind of like losing your bags and keeping your money, huh? How could they get away with this?

    1. She also said she booked a roundtrip ticket. I suppose the fee allowed her to pick seats for the return leg, too. Since she only complained about the outbound leg and not the return leg, then the proper dispute should only be half of the fee. Why did she and Elliott ask for the whole fee back? What did BA do wrong for the return leg? Is this dishonesty or just a slip?

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