Airlines urged to permit families to sit together
BY STEPHANIE ZIMMERMANN email@example.com August 12, 2012 5:46PM
THE FIXER HAS SAVED YOU
Updated: September 14, 2012 6:09AM
Dear Fixer: I read your column all the time and you are amazing. I am actually writing on behalf of my children and grandchildren, but also for the benefit of all children.
My problem is with the airlines! My son purchased tickets from American Airlines for an upcoming trip. He and his wife have three children who are 10, 14 and 17. He paid extra money for three of the seats so they would all be seated together in the same row and across.
About 10 days ago, he happened to check his flight and discovered that now they were not all seated together. He called customer service and spoke to two people, including a supervisor. They did nothing. He was told to get to the airport early and try to change the seats then. So now he has paid extra money for these seats and the seats are not together.
One month ago, my daughter was traveling to Chicago on United Airlines with her three children. They are 3, 5 and 6. The flight to Chicago was a nightmare resulting in my daughter spending the night in the airport with the three boys. The original flight was canceled and they were put on a different flight the next day.
She had requested seats together but now was told she had four seats all in different rows throughout the plane. The plane was full. Finally they were able to give her two seats together and they suggested she ask passengers to change seats when she boarded. Can you believe it? My daughter is supposed to get on a full airplane with three young boys, carry an iPad, games, food and all the things she needs to bring on the plane, and move around trying to get four seats together. She cried and finally they got her three seats together. The man in the other seat refused to move.
Where is the responsibility to keep children safe? My grandchildren could be sitting next to a sex offender. Children NEED to be with their parents. If there were a terrorist or turbulence on the airplane, should you be five rows ahead of your child?
In addition, if there is a change in your seating, can’t the airline notify you?
As you can tell, I am thoroughly disappointed and disgusted. My family has already been inconvenienced and upset by this, but maybe something can be done to help others.
Linda Kosh, Northbrook
Dear Linda: The Fixer has been in this same situation when the Junior Fixers were little. Luckily, people were willing to move. But we’ve always wondered why an airline would potentially inconvenience its other passengers by seating a frightened kid next to a stranger.
The good news is we were able to help get your son Adam and his family back together for their upcoming trip. American Airlines spokeswoman Mary Frances Fagan looked into it, and they discovered the problem was caused when the original aircraft was switched with a different type of plane. That threw off all the seat configurations, and while the computer system tried to restore everyone’s seat choices, your son’s daughter ended up in a different row.
American escalated the issue and was able to get all five back together.
Fagan said they’ve reminded their frontline employees to be as flexible as possible in trying to keep kids and parents together.
As for other airlines, United spokesman Rahsaan Johnson said United doesn’t charge extra for its economy window or aisle seats. So as long as families book early enough they should be OK. (Of course, that didn’t help your daughter, who had her flight switched on her unexpectedly.) Johnson added that employees do what they can to encourage other passengers to switch seats, if necessary.
Southwest spokesman Brad Hawkins said their flight attendants try to help families with kids older than the “family boarding” age of 4 by asking volunteers to move, sometimes offering a free drink as compensation. (Southwest does not have assigned seats.)
Bottom line: Book early and periodically check your reservation. And be ready to enlist your 3-year-old in complaining if there’s a problem.
Getting the runaround over a consumer problem? Tell it to The Fixer at suntimes.com/fixer .