Seat reservation changed [Moved from Paid Exit seats ($360 all up)]

[RooFlyer]

Re: Seat reservasidetion changed.

Thank you all that information!I have contacted Customer Support and I am assuming that they are responsible for the latest seat change ( sequence of changes is 35J&K to 71D & 80K to 33J&K). I'm not sure if reservations in the UK are able to step in at this point. My main concern now is that I may loose 33J&K - I suppose I'm getting a bit paranoid as this situation seems to be totally out of my control. I will keep your suggestion in mind though in case I hear nothing from Qantas - I have also written to Simon Hickey (Mascot NSW) in the hope that he has some influence that he can excercise on our behalf.
We paid a total of $720 - 4 exit row seats - LHR - MEL & return (66A&B for return flight - unchanged)

That's amazing - can you clarify - does "blocked" (X) mean that it is available but they are not allocating yet. So in theory I could insist on having seats 32J&K?
Contacted Qantas and they say that they cannot transfer me to 32J&K - I have to take my chance at the airport and hope no one else gets to reserve these seats before me. They couldn't even organise a refund!!!! I've sent another message to Customer Services - getting very angry now!!!!

Much more effective to contact via Private Message (PM) the Qantas rep here, Red Roo. With only 9 posts, not sure if you are able to PM yet (there is a 'qualification' hurdle); if not, maybe a Moderator (like serfty - see post # 6) will bring this thread to RR's attention and RR will contact you direct.

To send a PM, click on 'private messages' in the red bar along the top. Type Red Roo into the address field and accept ONLY the correct suggestion.

Red Roo is good at sorting out bad / weird experiences such as yours. Just state clearly what has happened and ask for assistance in either re-instating your original seats or a refund; an explanation as to what happened would be useful, but fixing the issue I think is the key. Don't be angry at RR ; customer service in these type of situations are usually useless.

 

[serfty]

Re: Seat reservasidetion changed.

Much more effective to contact via Private Message (PM) the Qantas rep here, Red Roo. With only 9 posts, not sure if you are able to PM yet (there is a 'qualification' hurdle); if not, maybe a Moderator (like serfty - see post # 6) will bring this thread to RR's attention and RR will contact you direct.

To send a PM, click on 'private messages' in the red bar along the top. Type Red Roo into the address field and accept ONLY the correct suggestion.

Red Roo is good at sorting out bad / weird experiences such as yours. Just state clearly what has happened and ask for assistance in either re-instating your original seats or a refund; an explanation as to what happened would be useful, but fixing the issue I think is the key. Don't be angry at RR ; customer service in these type of situations are usually useless.

Was done yesterday ...

Thanx a million

 

[x'tine]

Re: Seat reservasidetion changed.

This is my first time on the forum- I must say, I appreciate all the help and advice that has been given. It's such a pity that Qantas are not as helpful. I am sure that our seats have been given to a higher status FF - that is the way of things these days but it would have made such a difference if just a simple apology had been given and a sympathetic response to my request. I'm afraid that all I have been met with is silence. Such a shame because I really have enjoyed my previous flights since our daughter moved to Melbourne in 2007 - we had our first Grandson in 2013. I live in hopes that perhaps Qantas will redeem themselves before our flight in June??

 

[RooFlyer]

Was done yesterday ...

Oops, apologies to thread readers. Hate those who don't pay attention to what's been written before .

In my defence I am deeper on holidays than I have been for a loooong time.

 

[mannej]

It is fairly seldom that you hear of QF moving people from paid exit seats, especially this far out (The last I can remember was due to QF canning a flight, so the new flight didn't have any exit seats available).

I am just trying to figure out if there were any reasons that may have triggered QF to move the seats, as there are conditions placed on who may and may not sit in an exit seat.

Seat Selection Conditions | Qantas

Without going into specifics, have any of your conversations with QF mentioned any reasons (apart from the extra legroom) as to your desire for the exit row (i.e mobility issues, requiring an extension belt) thus triggering an agent to move your seats?


As you can see there are a number of conditions that must be satisfied to be able to sit in the exit, however there are provisions for a refund in there IMHO.
Hopefully the seating is sorted for you prior to the trip.

 

[Deleted member 29185]

Re: Seat reservasidetion changed.

they say that they cannot transfer me to 32J&K - I have to take my chance at the airport and hope no one else gets to reserve these seats before me. They couldn't even organise a refund!!!! I've sent another message to Customer Services - getting very angry now!!!!

I can understand your feelings and the whole saga is a pretty poor show on behalf of QF. I have nothing to offer apart from my congratulations on your achievement of a golden anniversary (no mean feat in itself) and also my best wishes for sorting out this mess. Hopefully QF can see how poorly their staff have responded here and offer you a nice surprise as compensation.

Good luck and enjoy your holiday regardless!

 

[medhead]

That's amazing - can you clarify - does "blocked" (X) mean that it is available but they are not allocating yet. So in theory I could insist on having seats 32J&K?
Contacted Qantas and they say that they cannot transfer me to 32J&K - I have to take my chance at the airport and hope no one else gets to reserve these seats before me. They couldn't even organise a refund!!!! I've sent another message to Customer Services - getting very angry now!!!!

Yes that is what it means, in general. Hence why I said up thread that those seats might be available.

I wouldn't be waiting for qantas to reply to you contact. What they've told you about waiting until the airport is wrong. That is the point when I would have said that I've paid for an exit row and if they can't confirm the exit row now, I'll need a refund for $360 as they've failed to provide the purchased seats. This is your leverage since it should be harder for them to do a refund, for a non-refundable seat payment, than it is to give you the seat. Can you select 32JK in your booking?

 

[Pushka]

I do wonder if Qantas have scanned ages and placed an unstated age restriction on those seats but not 'fessed up. The lack of contact and not even a refund is abysmal. And no way would I wait until I got to the airport. That is an operator cop-out. The equivalent of us doing a 'HUACA'.

 

[mannej]

I do wonder if Qantas have scanned ages and placed an unstated age restriction on those seats but not 'fessed up. The lack of contact and not even a refund is abysmal. And no way would I wait until I got to the airport. That is an operator cop-out. The equivalent of us doing a 'HUACA'.

That is my suspicion as well, but to only change one leg I am not so sure.

It is a cop out IMHO, as there are provisions for a refund stated on the QF website (i.e difference between exit row seat and a normal seat) if there the OP doesn't meet the requirements of the exit seat (and notify QF atleast 24 hours prior to the flight).

 

[juddles]

Hey there all, I usually take the stand against unfair Qantas bashing, so I have read this thread with interest. Just a couple of comments:

1.- My first reaction was that the loss of the exit row bookings, ESPECIALLY as they were paid for, seems very unfortunate and upsetting. "I would be livid" too!

2.- BUT, is there something else at work here? The issue of eligibility for exit row seats.

3.- "Exit Row Seats" are not a set of seats with extra legroom and space for the comfort of passengers. They are built to try and give passengers the best chance of getting out in an emergency.

4.- The fact that airlines now "sell" those seats does not change the fundamental necessity that they have.

5.- Airlines always have a minimum age limit for these seats, but I am unaware of an upper age limit. That would be very hard to set, and no doubt make the airlines targets for anti-discrimination stuff.

6.- Airlines have to do some sort of assessment when allowing people to occupy these seats. That must be a hard job, and certainly, IF they have doubts about the eligibility of "70+" year olds, they probably find it a bit hard to wrestle with that prior to the flight.

7.- IF it is an eligibility issue, then it is very poor form not to disclose this to the passenger.

8.- I do not wish to offend the OP, but it would concern me that exit rows are full of people in their 70's - that is clearly not what is considered ideal in emergencies. My inlaws are travelling at the moment, they are in their 70's and are " fit for their age", but I would not want them in the responsibility of manning the exit seats.

9.- Repeat comment 7 - if it is an eligibility concern by Qantas, they should admit this!!!!!

 

[Pushka]

Hey there all, I usually take the stand against unfair Qantas bashing, so I have read this thread with interest. Just a couple of comments:

1.- My first reaction was that the loss of the exit row bookings, ESPECIALLY as they were paid for, seems very unfortunate and upsetting. "I would be livid" too!

2.- BUT, is there something else at work here? The issue of eligibility for exit row seats.

3.- "Exit Row Seats" are not a set of seats with extra legroom and space for the comfort of passengers. They are built to try and give passengers the best chance of getting out in an emergency.

4.- The fact that airlines now "sell" those seats does not change the fundamental necessity that they have.

5.- Airlines always have a minimum age limit for these seats, but I am unaware of an upper age limit. That would be very hard to set, and no doubt make the airlines targets for anti-discrimination stuff.

6.- Airlines have to do some sort of assessment when allowing people to occupy these seats. That must be a hard job, and certainly, IF they have doubts about the eligibility of "70+" year olds, they probably find it a bit hard to wrestle with that prior to the flight.

7.- IF it is an eligibility issue, then it is very poor form not to disclose this to the passenger.

8.- I do not wish to offend the OP, but it would concern me that exit rows are full of people in their 70's - that is clearly not what is considered ideal in emergencies. My inlaws are travelling at the moment, they are in their 70's and are " fit for their age", but I would not want them in the responsibility of manning the exit seats.

9.- Repeat comment 7 - if it is an eligibility concern by Qantas, they should admit this!!!!!

I think you have pretty much captured EVERYTHING beautifully.

 

[mannej]

9.- Repeat comment 7 - if it is an eligibility concern by Qantas, they should admit this!!!!!

Totally agree, however it does seem suss (whether it is by omission or otherwise) that the MEL-LHR flights were moved, yet the return flights haven't been touched.

 

[MEL_Traveller]

The terms and conditions for exit rows are quite clear... Qantas reserves the right at check-in or boarding to determine if a passenger meets the requirements for those seats (save for age and permanent disability).

Until then, they are unlikely to know whether a passenger satisfies the requirements... and any mention of a 'bad leg' or 'bad knee' at the time of reservation may be completely healed by the time of the flights.

The passenger knows the risks of booking and paying for exit row seats if they don't meet the requirements. That shouldn't necessarily be for an airline to determine in advance on the 'gut feeling' of a call centre agent (unless the agent is being proactive and trying to save the passenger money).

x'tine - you have a contractual arrangement with Qantas for those seats. Don't accept a 'do it at the airport' or 'sorry we can't process a refund now'. Your rights are protected by law (consumer law and contract law).

 

[MEL_Traveller]

3.- "Exit Row Seats" are not a set of seats with extra legroom and space for the comfort of passengers. They are built to try and give passengers the best chance of getting out in an emergency.

Exit row seats in the vast majority of wide-body aircraft exist because they allow the airline to cram more seats in and increase revenue. There is no requirement to have seats immediately at a crewed exit, and there could be a bulkhead or service unit instead of the seats. It comes down to economics and cabin ambiance.

 

[juddles]

x'tine[/B] - you have a contractual arrangement with Qantas for those seats..... Your rights are protected by law (consumer law and contract law).

Yes indeed - you have entered a contract where you have stated that you do "not have ...any strength or mobility limitation" and are "able to reach, open, lift and throw out the 15kg (33lb) exit door in an emergency"

 

[MEL_Traveller]

Yes indeed - you have entered a contract where you have stated that you do "not have ...any strength or mobility limitation" and are "able to reach, open, lift and throw out the 15kg (33lb) exit door in an emergency"

There are two sets of pre-conditions... the objective (for example age or permanent disability), and subjective ('we don't think you'll be able to'). The latter is to be assessed at check-in and again on boarding.

there doesn't appear to be scope to take away a paid benefit on subjective grounds prior to arriving at the airport, certainly not without timely refund of monies paid.

 

[mannej]

there doesn't appear to be scope to take away a paid benefit on subjective grounds prior to arriving at the airport, certainly not without timely refund of monies paid.

Unless the OP has stated that they don't fit the criteria, hence I asked if they had spoken about it during the conversation to QF.

 

[drron]

Another total fail for simpler and fairer.
If QF has decided the OP is not suitable for an exit row seat then they should inform him of that decision and start the process for a refund.
If they have been trumped by a higher status pax then exactly the same procedure should be followed.
If just another QF stuff up they should rectify it pronto.

 

[medhead]

x'tine - you have a contractual arrangement with Qantas for those seats. Don't accept a 'do it at the airport' or 'sorry we can't process a refund now'. Your rights are protected by law (consumer law and contract law).

Just wanted to note that it sounds like the ticket was sold in the UK, not Australia. Not sure if that makes a difference.

Yes indeed - you have entered a contract where you have stated that you do "not have ...any strength or mobility limitation" and are "able to reach, open, lift and throw out the 15kg (33lb) exit door in an emergency"

Actually, it is 27kg. http://www.qantas.com.au/travel/airlines/seat-selection-conditions/global/en#exitrow

But considering the flight will be either on an A380 or possibly a 747 (with the broken A380) I have to question the applicability of this requirement. In any case, 15kg is not an issue if we consider that they will most likely be travelling with that weight in luggage. 27kg ain't that much more.

Edit: I'm also not sure what you're defending about qantas. Telling the passenger to sort it out at the airport is an example of extreme laziness. It is an example of someone hoping the problem will go away, and a denial of the passengers rights given they have paid for a service. Ripping off a customer via inept staff is nothing to defend. Regardless of the exit row eligibility Qantas staff, on behalf of Qantas, have failed in their handling of this situation As you mention - discuss honestly with customer, I'll add refund their money, not fob them off with lies.

 

[Ansett]

Yes indeed - you have entered a contract where you have stated that you do "not have ...any strength or mobility limitation" and are "able to reach, open, lift and throw out the 15kg (33lb) exit door in an emergency"

Errrrrrrrrrr don't they run A380 aircraft on this route, as opposed to a 737 and from memory you are not asked to assist by opening the door they don't show you how to. The extra leg room or emergency exit rows are purely seats with more legroom due to the space required to exit the aircraft with no objects in the way.

To the OP I would continue pushing Qantas on this. Trust that you end up having a great trip and congrats on your wedding anniversary.