How can a seat 'upgrade' lead to a worse location?
— -- Question: I booked seats months in advance for my family on our US Airways flight. The day before our trip, I got an e-mail from US Airways asking me to confirm, which I did. The last step in the process offered me a chance to upgrade our seats in row 8 to "Choice Seats" for an additional $10 per person. I took this to mean exit-row seats; I don't travel enough to know equipment types. Since my son and I are both tall, extra leg room is important, so I paid the fee and was assigned three new seats in row 15.
When I got on the plane, I saw that we were not in the exit row, but rather several rows behind it. I asked if we could be moved to the exit row but by that time the seats had already been allocated. I called customer service after we returned, but later received a letter from US Airways indicating that the seat fees are not refundable.
There was nothing "choice" about the seats they moved us to—in fact they were farther back in the plane and had the same tight space that any other seat does. Everyone I speak to about this at the airline seems to agree that my paying extra did not make sense, but then I seem to get stonewalled when I ask for a refund. This is long past the cost issue and more about the principle. Can you help?
— Joseph Tait, Maple Glen, Pa.
Answer:US Airways began selling advance reservations to its Choice Seats last year, along with other money-makers like fees for checked bags, award tickets, telephone bookings, blankets and non-alcoholic beverages on board (the unpopular latter charge was later dropped). For his $30 contribution to US Airways' expected $500 million in ancillary revenue this year, Tait expected to actually get better seats, not worse ones.
Choice seats are window and aisle seats towards the front of the coach cabin on US Airways flights, with the exception of US Airways Shuttle routes and flights on Saab 340 aircraft. These seat assignments can be purchased starting 24 hours before the flight up to 90 minutes before departure, though elite fliers can book them free of charge. Prices vary by flight length and destination, and start at $5 per segment.
It's unclear why Tait was offered the option of Choice Seats at all, since his original seats in row 8 are normally considered Choice Seats, says US Airways representative Valerie Wunder. Most US Airways customers are happy with their Choice Seats, according to Wunder, since the airline receives less than one complaint per 1,000 passengers each week about them, and most of those gripes are that the seats were sold out.
As Tait learned too late, Choice Seats don't necessarily translate to more leg room, and are never in emergency-exit rows, as detailed on the US Airways website.
But Tait wasn't the only one confused about exit-row seating policies. When he complained to US Airways, he received an e-mail response from a customer-service agent who insisted that "per the Federal Aviation Administration, exit row seating can only be reserved for Elite members, or assigned four hours prior to the flight at the airport for all other passengers. Thus, per the FAA, regrettably it is not possible to offer exit-row seating as a part of the Choice Seats program."
If an airline chooses to reserve exit-row seating for elite passengers, that's merely a marketing decision, and has nothing to do with the FAA, according to FAA representative Alison Duquette. "Our safety regulations address how the people sitting in those seats must perform during an emergency, not type of passenger they are as defined by the airline's marketing program."
US Airways allows elite fliers to reserve exit-row seats because they are seasoned travelers, and understand the responsibilities that go with the seats, says Wunder. The agent should have told Tait that the FAA oversees that the airline follows correct procedure for exit-row seat assignments, and has been counseled on that point, according to Wunder.
Choice Seats are nonrefundable, unless US Airways cancels your flight, changes equipment, or bumps you from an oversold flight. Tait flew in the Choice Seats he paid for, so he garnered sympathy, but no cash, from the US Airways personnel he spoke with.
US Airways agreed to revisit Tait's Choice Seats complaint. The airline sent him and his family three vouchers for future flights. The vouchers are worth $25-$100, depending on the cost of the purchased tickets.
How can you avoid trouble?
Be cautious when switching seats. Don't make any assumptions about extra leg room, and read the details of what you're buying before clicking the purchase button.
Check seat maps online to guide your seat choices. Most airlines have basic seating charts on their websites, while Seat Guru lists seat-by-seat pluses and minuses, including the few coveted spots with extra leg room.
Linda Burbank first began troubleshooting travelers' complaints for the Consumer Reports Travel Letter. She now writes regularly for Consumers Union publications and is a contributing editor for National Geographic Traveler. E-mail her at travel@usatoday.com. Your question may be used in a future column.