It Takes Nerve
 

The planning is over the trip begins. Today.
Backup to yesterday. 2:00PM. 24 hours before takeoff.

As we wend ourselves through retirement we've started to pamper ourselves more and more. And that goes for flying as well.
To make sure we got what we wanted we booked many months prior to the trip.

At 2:00PM I check-in and had no trouble printing our boarding passes.
Then at 3:55PM I received a text from Delta. We apologize, due to a change in aircraft your seats have changed. You are now in Main Cabin (for the flight from Atlanta to Frankfurt!).

I was livid. We had booked our tickets months in advance to make sure we got what we wanted. So 22 hours prior to take off (and well past any chance of making other arrangements) we were blind-sided.

I immediately call Delta. This is an outrage. Why were we "chosen" to be pushed down. This is unacceptable. Etc. We were told the selection is automated and nothing can be done.

Some yelling followed. It was then the clerk suggested that maybe we could reroute. The first possibility was through JFK but there was barely enough time time get from one gate to the other. We're seniors. And the first flight was way earlier. We booked well in advance to get what we want.

There was another possibility. Through Detroit. The long overnight flight was identical to our original plane and our original seats were available. The time of the flight from FLL to DTW (a little tight but acceptable) and DTW to FRA were even ok. However, we're a little strange. We like to sit beside each other and I like to sit on the aisle. After all, we booked months ahead. Our seals on the FLL - DTW leg are 4 rows apart and on different sides of the plane. . Maybe I should be compensated somehow. The clerk said we would only be compensated if our seats were a lower class than what we paid for. What about aggravation, time spent and convenience? Too bad.

I asked to speak with a supervisor and was put on hold and we were promptly disconnected.I called back.
In the end were were told a note would be put in the file asking the gate clerk to try and move one of the people beside us.

Oh, and we were sent two $400 vouchers for a future trip.

Aggravation takes it's toll and is very tiring.

I don't think it's realistic to expect compensation for changed seats. I think you were very lucky to get $800 in vouchers for a seat change in the same class!

Relax and count your blessings that you are healthy and prosperous enough to travel. In life you choose how to deal with things and you chose to be "livid, yell, and to be aggravated. No, it's not an "outrage". Maybe the original plane had to be changed because a problem was found and lives were saved.

Apologies if you were after understanding and compassion but sometimes you need to call things out as you see them.

At the time I booked my tickets both planes had many available seats.

I realize things happen.

How about first come first serve?

And I forgot to mention. It wasn't until we were well over 5 minutes into the conversation that the possibility of rerouting was suggested.
The text was short and to the point except for the first two word that were "We apologize".

The suggestion in the text was to go to their web site to see our new seats. Nothing about calling to see how we might be accommodated.

You are behaving as if they give a s@@t. They don't, they have computers and no one is responsible.

Move on, enjoy your holiday and work on something important like climate change. :-)

Oh heck,I'll give you a little sympathy. We're very working class; I've saved all year for the tickets I want to book today. It will be 9 or 10 months until we take the trip. At least a dozen machinations to accumulate points went into these business saver tickets. Picking the dates and cities that suit us both took time and compromise. We aren't young and we don't have that many more chances to do this.

I'm on your side. If your life is like mine, you cheerfully take it on the chin for the sake of family. A trip is the way I reward myself and I put time and effort into getting flights I'm comfortable with. You've got a friend in me.

It could have been resolved very easily and amicably if the conversation turned to rerouting close to the start.

Clearly it was their hope that I would accept what they gave me.

walkinaround is right. This is no big deal. It happens all the time. Equipment changes happen all the time, especially when a flight is booked months out. My guess is that it changes more often than not. I know when I check on my vacation flights, booked with points. When I click on "My Trips", I almost always have an alert that indicates that there's been some change. I glance at it to make sure they haven't switched times that would create a problem with a connection, but don't worry too much because there will probably be another change before the flight. On my last one, I did have to change a seat back. I carefully chose a seat with no seat in front of me so I would have extra leg room. They moved me to a Comfort Plus seat, but a middle seat. I moved it back.

Re - first come, first serve - the computer takes that in account, but it's not based ONLY the date the flight is booked. It takes a computer because they also have to reflect the fare code (how much you paid for your ticket) and your status with the airline. There's no way to do it on a date only "first come, first served" method. Another tip - call an agent in the wee hours of the morning if you have a complex situation. Phone agents are timed and if other calls are waiting (passengers trying to get a problem resolved in real time), a phone agent really don't have time to deal with a flight many months out. Call at 2 am and they will chat and tell you their life's story (slightly exaggerating) becaue they had TIME to talk to you. If they have 20 calls waiting, they are going to offer you the simplest most straightfoward solution. As they should, because there are 20 other people whose flight was just cancelled or modified and need to get home that night.

Were you downgraded on the transatlantic section? You refer to now being in Main cabin.
What were you before? Plane changes happen. They told you in advance, not at the gate.
Getting mad seldoms helps, politeness can work wonnders.
You were probably chosen by the compuuter because others had more points/priveledges than you. It sucks but it's life.
You have done very nicely out of your seat change it seems. Most people would (quite rightly) just suck it up.

Enjoy your holiday.

I'm not saying it's great but there's a difference between being disappointed and turning "livid" and yelling. You say your opportunities to do this are limited so why waste them away by choosing to be livid and yelling?

Anyway, travel can be a series of challenges and problems that you need to deal with. Uncertainties, delays, missed trains, didn't get the view you wanted in the room, overcharged for things, restaurant is booked solid, convention in town so everything is crowded, football match is on and everyone is drunk and loud, weather is bad, delayed luggage, etc, etc, etc. It's about how you react to it and frankly if the OP gets 'livid' and yells and thinks changed seats with $800 in vouchers is an outrage then perhaps travel is not for them!

800 dollars compensation for being given different seats? I'd be happy with that!

Anyway, Myer, if you want outrage, follow PalenQ's advice on what to do in Vondelpark on a Sunday in Amsterdam (see your other thread).
Though it's more likely the locals will be outraged ;-)

>>800 dollars compensation for being given different seats? I'd be happy with that!<<

Thats does seem extremely generous IME. It was nice of Delta considering how myer apparently confronted them.

Myer - you stated the 'months in advance' several times. That has nothing to do with anything much at all. When you book a ticket doesn't change your status. But really, screaming and yelling and outrage and being 'livid' over . . . an equipment change?? How do you react when there is a real crisis?

I agree with janisj.

I can't believe Delta awarded the bad behavior with vouchers. That is amazing and amazingly generous.

I wonder how the heck you think you have earned the right to yell at people.

So, this is quite an aggravating situation. It was downright unfair right from the start. After you are sure everything is going according to plan, you now have such disarming news, that's just sad ( I really hate when this happens to me so I can totally relate). Glad a compromise was reached at the end and the compensation should pacify a little. Hope you still get to enjoy your trip krrespeirres of the rocky start

I feel your pain Myer, I truly do. All those months of planning, trying to get just what you want, then being let down at the last minute. It's frustrating, I get it. It's happened to us more times than I can count. And unfortunately, the airlines have all the power.

On more than on occasion, we've selected aisle seats months in advance (international flights), and then, on the whim on the airline (no equipment change involved) been seated in middle seats, rows apart. It's enough to piss off the pope. And we supposedly have "status". Ha.

Do I understand correctly that this was all about seats, or were you initially downgraded from an upper class to coach? The 'main cabin' bit throws me.

If it was just an issue about seats, seems a lot of trouble to go through, re-routing, etc. If you were downgraded from an upper class to lower, well that's a different animal.

Don't get me wrong -- I know it is really frustrating. But this sort of thing happens every single day, and your self-described (so putting the best possible slant on things) reactions seem completely over the top.

Totally. It's borderline offensive for a mature person to classify this as an 'outrage'. Watch the global news and you see plenty of real 'outrage'. I know this is not a troll post but that thought first crossed my mind when I saw someone describing their airline seats as an outrage and yelling lividly, scoring $800 in vouchers and still thinking they are entitled. And trashing the airline online after they gave you a much more than fair deal. Unbelievably childish and shameful behaviour from a mature adult.

On my last flight from London to SFO (approx 12 hours), my aisle seat selected through a codeshare partner was changed to a middle seat by the operating airline. I was not very happy for about 5 minutes and then I just dealt with it peacefully. I came away actually enjoying my flight because of the hardworking and positive people of the airline. Didn't even complain to the airline or say anything at all because these things are just part of life.

While I don't condone yelling at customer service reps (I've been there), I really think it's awful that something bought and paid for can be changed at the whim of the airlines.
I would expect compensation and I'm glad you got it. "It happens all the time" is not a good enough reason to treat customers badly, and we as customers should not lay down and accept it.
Here in Canada there are new rules for air passenger compensation, but I don't think changing seats is covered. If you paid extra for original seat selection there should definitely be some compensation.

>>I really think it's awful that something bought and paid for can be changed at the whim of the airlines.<<

One does not pay for a specific seat . . . unless they pay extra for seat assignments - and the airline could be expected to reimburse that (small) fee. But picking a seat before hand does not and never has guaranteed that specific seat. One pays to get from one point to another (in whichever class) NOT for a certain seat.

>>but I don't think changing seats is covered. If you paid extra for original seat selection there should definitely be some compensation.<<

Well, there ya go - So even in Canada theOP wouldn't be compensated. The only re-payment due would be any fee paid for seat selection, certainly not $800. Myer was pretty darned lucky . . .

There are a lot of awful things in this world but changed airline seats is not one of them. Their seats were not changed on the "whim". The airplane model was changed! I think it's awful that someone doing their job had to be yelled at by the OP.

The OP was very very generously compensated. Very.

Most hotels don't guarantee a specific room. Just the type of room is usually reserved. Restaurants usually don't guarantee a specific table with a reservation. Most say they will try to get you what you request. No guarantee. When you book a flight, you're told the model of plane. Are you due compensation and are you justified in being livid and yelling if the planned plane model is changed? I was once booked on the a380 in the early days of that plane and i was excited to see it. Well they changed the plane to something else at the last minute. Should I start yelling at people?

I take a train to work and half the time I have to stand. That's life. I don't complain. A seat is not guaranteed.

The OP got the type of seat that they paid for. Plus $800 in vouchers.

Myer might be obfuscating the issue on purpose.

Last December, Lufthansa changed their equipment from an Airbus 330-300 to an Airbus 340-600. There was a passenger who had seat 24D on the 330 noticed that 24D on the 340 was a premium seat and tried throwing a tantrum to keep their original seat number.

Fortunately, Lufthansa would have none of that.

It is unfortunate that Delta gave anything, it just encourages greedy behavior by little people.

Will you still get to Frankfurt at the same time or does the re-routing eat into your holiday time? Nothing worse than losing potential down time ... We once missed a flight at our connecting airport due to an overly tight connection and could not get a flight to replace it because it was spring break (we were visiting the US). We were stuck for 2 nights until we could get a late-night flight out of there to our destination. It was an unexpected and unwanted layover, which ate into our holiday! And we got the room paid for by the airline, but our luggage went on the first flight and we had to buy some clothing and a few toiletries to replace what we had. The airline would not pay for that. Fortunately it was all on the same airline or it would have been an even bigger problem.

Lavandula

Nothing really to add, but in the end, I hope you made it to Germany in one piece. Truly, that is all the matters.

Not saying your situation isn't frustrating... it is. But, unless your flight was the difference between life and death... you still (likely) made it to your destination unscathed. I haven't seen viral social media posts of anyone getting dragged off a flight, screaming with blood dripping...so, I suppose in the grand scheme of things you were only inconvenienced with more than usual "compensation" for it, right?

I don't mean to trivialize. I was inconvenienced, too, on a trip a few years ago. But in the end, it is what it is. None of this is a big deal. You planned your trip so much that you planned around opening hours in Germany. Many don't do that... and guess what? This is just a lesson that something somewhere can go wrong. And now you have $800 to spend on your next trip.... oh darn! Congrats! Now, focus on what is directly ahead of you (this trip) and then focus on when you return, which is your next trip!

Bon voyage! Hope you're having fun and are safe!

Good post, Travel Nerd. Even though I love to complain (it's a hobby!), it is important to remember that a good flight is one that takes off and lands safely with all passengers and crew okay.

Last year I got screwed by United on a paid business class ticket. I was able to re-route and it was in the original cabin I had booked, but I didn't arrive until 24 hours later than planned and at a different destination (same country, though). Although I was deeply disappointed because it was only a one-week trip, I didn't yell at anyone. Heck, it's still a vacation!

Enjoy Germany and the Netherlands.

Just FYI Adelaidean
If you get bumped from a codeshare connecting flight that was part of a "one ticket trip" between the EU and Australia, you are also entitled to statuatory cash compensations as laid out in the EU Passenger Rights regulation. This applies to any carrier leaving the EU, or any EU carrier flying to the EU.

BA gave us a cash card as compensation for downgrading us. Said cash card didn't work in the US. I called the number on the back of the card, and after a long wait on the phone, was given a cash deposit. But the time on the phone ate up all the money we were given.

Was the OP's example a downgrade? That is not clear.

As it happens, I checked my upcoming flight and realized I didn't have a seat assigned for one segment. The only one available online was a center seat in Comfort Plus. I didn't want that. I called and was told there was a window seat with extra leg room available in the main cabin. I wanted to switch. She had to transfer my call because I booked using points. THAT agent said the seat was available but not available to assign. If I switched to a main cabin seat I WAS eliglbe for points back but didn't want to trade for "just any seat" in the main cabin. We left things as they were as she suggested that I check back online often as seats become available as people get upgrades and change plans. She did check how points I would need to get an upgrade to business class, but I wasn't willing to spend that many points.

I'm still not clear the OP was describing a downgrade. If so, vouchers are in order. But to switch within the main cabin, it's highly unusual to be offered vouchers. IME anyway.

Starrs you can always ask at the airport as well. Politely of course. A smile helps a lot in my experience.
When we flew back from San Fransisco we treated ourselves to BA's slightly better class of economy (whatever they call it) but when we checked in online there were only two middle seats available, eventhough we checked in as soon as possible. when we checked our bags I said we were disappointed about the seats, having treated ourselves to the upgrade. At boarding I was called over and our seats were changed to an aisle and middle, not perfect but better than two middle, and we had the bulkhead seats so more legroom.

I can't believe people are giving Myer for being livid or yelling on the phone. If they hadn't done that, I don't believe they would have gotten a change or any compensation. Sometimes you gotta push back.

Now I need to go read that Amsterdam thread...

Well if you put it in Machiavellian terms, sometimes business needs to have a backbone too. When an old person gets on the phone and starts to act like a 2 year old, getting 'livid' and 'yelling' (both her words) and having a temper tantrum because seats have changed, then you just very politely and professionally tell them to take it or leave it. Due to poor communication skills, it's not really clear what happened but it sounds like the new seats were in the class they paid for. So no problem. no compensation needed. Sorry ma'am, it's so quaint that you're traveling in your retirement and wanting to pamper yourself but you'll have to sit in a seat with another number and letter on it.

If I'm understanding your position correctly, it's that you're justifying yelling and aggressive behavior because it got the OP compensation in the end. The result justifies the means. Disgusting.

If you paid for economy, then you need to understand that economy is dirt cheap.

So sorry. I had to pay over 600 to get home from Philly this week after a cancelled flight. The Boeing mess is putting a huge strain on airlines and there just aren't enough planes. Now the Dreamliner. Hope Germany is good for you but why didn't get more of a direct flight? I am just hoping to get 400 back for the cancelled flight. The max they give apparently.

Because they said they were "changed" and they were "now" in the Main Cabin, I assumed their booking was 1st Class or Business Class or at least a premiere economy of some sort, not Cattle Class.

If this was a change of seats in Economy to other seats in Economy then I'd agree it was much ado over nothing. But I don't believe that was the case the way I read the OP.

If I'm understanding your position correctly, it's that you're justifying yelling and aggressive behavior because it got the OP compensation in the end.

I didn't say that. At all. And I'm having a hard time picturing this OP as "aggressive".

OK, your position is that 'yelling' at someone in the context of being 'livid' is not aggressive behaviour. Not even going to respond to that as it's a waste of time.

The OP is very unclear about important aspects of this but the post was pretty clear that the new seats were in the class that they paid for so it's not like they paid for first class and then were placed into economy without an immediate offer of compensation. The OP's words:

>>>>Maybe I should be compensated somehow. The clerk said we would only be compensated if our seats were a lower class than what we paid for. What about aggravation, time spent and convenience? Too bad. >>>>>

Clearly they did get compensation in the end and I assume it's because they 'yelled' (based on the OPs post).

Clearly they did get compensation in the end and I assume it's because they 'yelled' (based on the OPs post).

So you do think it was effective?