QR not seating a family together. Is it normal practice?

[ExcuseMyFrench]

Hey there,

I am travelling with my husband and 2 kids on QR, MEL-DOH-CDG return. I requested a bassinet seat as one of our kid will be 2 month old.

When I checked our seating I noticed that I have been allocated the bassinet seat but my husband and son are seating in rows behind me. I called the airline to request them to be seated in the same row just over the alley in non bassinet seats.
But he call center staff tell me there is nothing they or anyone can do. That these seats are blocked off. And only the check in staff will be able to put them next to me.

Is this normal practice? What is the rational behind it?

The call center person was telling me everyone in the industry knew this, that it was standard practice. However I know for a fact this is not exact as QF and EK have been able to allocate us these same seats 5 months before departure.

What can I do?

 

[zainman]

Just make sure you are able to arrive at the airport in enough time and it shouldn't be a problem. I would also try reaching out to their Twitter team and asking the question.

 

[MEL_Traveller]

Hey there,

I am travelling with my husband and 2 kids on QR, MEL-DOH-CDG return. I requested a bassinet seat as one of our kid will be 2 month old.

When I checked our seating I noticed that I have been allocated the bassinet seat but my husband and son are seating in rows behind me. I called the airline to request them to be seated in the same row just over the alley in non bassinet seats.
But he call center staff tell me there is nothing they or anyone can do. That these seats are blocked off. And only the check in staff will be able to put them next to me.

Is this normal practice? What is the rational behind it?

The call center person was telling me everyone in the industry knew this, that it was standard practice. However I know for a fact this is not exact as QF and EK have been able to allocate us these same seats 5 months before departure.

What can I do?

Looking at the seat maps there are several bassinet rows... each in the centre of the aircraft, and each comprising of two bassinet seats out of the three. So it is likely at least one of the other seats in your centre block are being held for other passengers with an infant.

The seats to the side of the bassinet seats are either extra leg-room seats, or alternatively, exit row seats. I'm not sure how Qatar handles requests for those seats, but they may be reserved for passengers with top tier status, or be under airport control to ensure passengers sitting in those seats meet exit row criteria in respect of age (etc).

Qatar's rules around those seats are pretty much industry standard.

 

[blu]

... What can I do?

Blocked seats (usually exit row) will be allocated on request at the airport. Ascertain when the airport checkin/bag drops opens & arrive before.

 

[ftm]

I can see reason in the other Bassinet seats in that row being held for other pax who may need the second bassinet. That makes good sense, because they want to have them available if they need them. But the ones over the aisle, or the ones immediately behind should be able to be allocated (assuming no one else is already in them).

When it comes to this being standard, I have found this 'normal' response only from the Middle Eastern carriers. They all seem to have to send off what seems to be the simplest of requests back to the ME rather than the respective sales offices having the autonomy to be able to make the decision. Generally, common sense prevails, so keep trying

 

[lovetravellingoz]

Yes when travelling with an infant I think it always pays to arrive early....as you are competing for a scarce resource, and a resource valued by many without infants due to the extra legroom

We once were booked with Qantas to return from Fiji and had a bassinet seat reserved from time of booking.

When we arrived at the airport check-in (not early, but equally not at all late) we were told that our bassinet seat had been given away because another passenger had asked for it. We dug in our heels with the check in staff showing them our confirmed reservation for a bassinet, but to no avail. The Fijian staff basically couldn't give a stuff and just wanted us to go away.

So on boarding the plane I note who was in "our" seats and it was a young couple with no kids, let alone a baby. I also note that there were also other basinet seats sans babies.

So I simply approached the Qantas Cabin staff in a calm and friendly manner, showing them my reserved basinet booking and explained that the counter staff had assigned our reservation to another couple just because thay had asked at the counter (most likely to gain extra legroom) and asked them to honour the booking as we had a clear and obvious need for the basinet and that we had done everything correctly to secure it.

The Qantas Cabin staff asked the people to move, they refused, but were them instructed to move which they then did.

I have also been on some flights were there were more babies than bassinets.

 

[ExcuseMyFrench]

Just make sure you are able to arrive at the airport in enough time and it shouldn't be a problem. I would also try reaching out to their Twitter team and asking the question.

Thanks I might try Twitter!

Looking at the seat maps there are several bassinet rows... each in the centre of the aircraft, and each comprising of two bassinet seats out of the three. So it is likely at least one of the other seats in your centre block are being held for other passengers with an infant.

The seats to the side of the bassinet seats are either extra leg-room seats, or alternatively, exit row seats. I'm not sure how Qatar handles requests for those seats, but they may be reserved for passengers with top tier status, or be under airport control to ensure passengers sitting in those seats meet exit row criteria in respect of age (etc).

It's probably what is happening. I completely understand that they won't put my whole family in the row of 3 in the middle as we would effectively be restricting the use of one bassinet. But the call center guy couldn't tell me why he wouldn't seat my family across the aisle rather than behind me. My guess is top tier travellers although service centre person never said so.

Blocked seats (usually exit row) will be allocated on request at the airport. Ascertain when the airport checkin/bag drops opens & arrive before.

Will do. I don't mind spending hours at the airport before a flight, however with two young kiddies in tow and about to embark for a 24hr trip, it is something I would love to avoid...

I can see reason in the other Bassinet seats in that row being held for other pax who may need the second bassinet. That makes good sense, because they want to have them available if they need them. But the ones over the aisle, or the ones immediately behind should be able to be allocated (assuming no one else is already in them).

When it comes to this being standard, I have found this 'normal' response only from the Middle Eastern carriers. They all seem to have to send off what seems to be the simplest of requests back to the ME rather than the respective sales offices having the autonomy to be able to make the decision. Generally, common sense prevails, so keep trying

Thanks, I might keep trying. I'm afraid of getting a note on my booking eg "annoying customer" that will prevent me from ever getting seated together

Yes when travelling with an infant I think it always pays to arrive early....as you are competing for a scarce resource, and a resource valued by many without infants due to the extra legroom

I had the same experience with SQ. Couples with no kids/infants seated in bassinet rows while I was seated with my 4mo in the middle row, not even on an aisle seat. It was a nightmare and the SQ crew was the most unhelpful. I had "booked" a bassinet with my TA, double checked at check in (but didn't know the seat map so had to trust them when they assured me I was seated at a bassinet) and got a nasty surprised on the plane.
Queried the crew very nicely and politely, they checked then said they could do nothing.
Which is why I'd love to sort this now rather than trying my luck at check in.

So in summary I can try their Twitter feed, then try their service center again and again and if all fails I'll make sure to be at the airport even before check in opens...!!

As a point of comparison, we are flying again to Europe in a couple of months with QF/EK. Both airlines have confirmed our seating in a row of 3 with bassinet. It was done in a matter of minutes over the phone. I know where my money will go going forward

Thanks everyone.

 

[MEL_Traveller]

If you have young children, they may not be eligible to sit in the exit row anyway (they must be over 15).

Are you at a bassinet position with a bulkhead across the aisle, or an exit? (if you're not sure, let us know the row number and we can check it out easily on line). If it's an exit, and if your children aren't old enough, then you might be able to move to another bassinet position that can accommodate you.

QF and EK may have different seating configurations that would make it possible for your request with them, but not with QR.

 

[ExcuseMyFrench]

Thanks @MEL_Traveller that makes a lot of sense.

I am not too sure where we are seated, if it's an exit or not. Below is our existing seating :
QR0905 MEL-DOH 30D,P1/31D,P2/31E,P3
QR0039 DOH-CDG 50F,P1/51F,P2/51G,P3
QR0040 CDG-DOH 50B,P1/51B,P2/51A,P3
QR0904 DOH-MEL 18F,P1/19H,P2/19F,P3

My TA said they have contacted QR with regards to the bassinet seats and QR have advised them that the front row side seats are also reserved for bassinet seats.

 

[MEL_Traveller]

Thanks @MEL_Traveller that makes a lot of sense.

I am not too sure where we are seated, if it's an exit or not. Below is our existing seating :
QR0905 MEL-DOH 30D,P1/31D,P2/31E,P3
QR0039 DOH-CDG 50F,P1/51F,P2/51G,P3
QR0040 CDG-DOH 50B,P1/51B,P2/51A,P3
QR0904 DOH-MEL 18F,P1/19H,P2/19F,P3

My TA said they have contacted QR with regards to the bassinet seats and QR have advised them that the front row side seats are also reserved for bassinet seats.

Here is the seat map for the QR905 MEL-DOH, you can see row 30 is an emergency exit row... anyone under 15 cannot sit in the ABC/HJK seats. So they'd have to sit the row behind: SeatGuru Seat Map Qatar Airways Boeing 777-300ER (77W) V1

If you were to move to row 10 - the seats on the side are up against a bulkhead... but as you can see - those are prime real estate - and probably blocked for high status passengers.

For your DOH-CDG flight 50F looks like a not so good seat, you're in the middle, with a stranger on the aisle. I'd probably see if your other child can get reseated to 50G beside you, and your husband by himself immediately behind. Here's the seat map for the A380 operating that flight: SeatGuru Seat Map Qatar Airways Airbus A380 (380) (note bassinet positions aren't marked on the A380 map). The same applies for the reverse flight back from CDG-DOH.

For the final flight DOH-MEL you are back on the 777 - but this time in row 18. Again, the seats on the side are emergency exit rows.

If your other child is over 15, then you can request the exit rows at check-in. But I'd certainly want to be fixing up the seating on the A380... otherwise you'd be wedged in between two strangers.

I'm sure your travel agent did their best, but it's as easy for them as it is for me to look up the seating charts, and they'd see why you have been seated as you have.

 

[ExcuseMyFrench]

That's very helpful, thank you.

My other child is only 2yo so the exit rows won't do anything for us. If I understand correctly my best shot at being all seated together is to request row 10...? I guess if they are all allocated to higher status pax then CI would be able to move us back to the middle section of rows 30 or 18 provided no one needs the bassinet.

I see what you mean about the seating on the A380. I found a seat map on FT with the bassinet positions and they are all on middle seats except on row 25. I queried my TA to be moved there with my son and husband behind me. QR has told me numerous time that no one else but the infant and accompanying parent could be seated in the bassinet/blocked seats row, so I haven't even asked my TA to try and get my son by my sides on other row 50.
I will give it a shot if row 25 is a no go.
I assume the chances are fairly slim to be seated on the upper deck but it's free to ask!!

 

[MEL_Traveller]

That's very helpful, thank you.

My other child is only 2yo so the exit rows won't do anything for us. If I understand correctly my best shot at being all seated together is to request row 10...? I guess if they are all allocated to higher status pax then CI would be able to move us back to the middle section of rows 30 or 18 provided no one needs the bassinet.

I would stick with your current seat allocations, and use either on-line check-in, or early arrival at the airport to try and secure better seating for your 2 y/o (ie beside you rather than having a stranger sit beside you). Your other option would be to select row 10 on the 777, with 2 y/o and father in 11.

 

[ExcuseMyFrench]

Thought I'd give an update as we did the first leg of our trip.

We arrived at the airport 3.5 hrs ahead of schedule. We got seated together for the MEL - DXB but got told that the DXB - CDG was full and we couldn't be seated together.

This is fine, however it appeared that at the front of the plane there was two 3 seats row with bassinet that were occupied with travellers with no kids and not even travelling together... I did not check the other bassinet rows at the back of the plane.
I'm confident that those travellers were not frequent travellers and it wasn't an exit row either.

I don't understand how check in staff were not able to move these people to our seats so that we could be seating together... :?:
I was too tired by this stage of our travel to care and bother the cabin crew so I settled into my seat and enjoyed the flight. :mrgreen: