Airline seat fees separate mom from five-year-old twins

December 13, 2012

Ever since airlines added new economy-class seat reservation fees, they’ve insisted that the new charges would not lead to families with young kids being separated.

And I believed it — until I heard from Vicki Wallace.

Wallace was flying from Philadelphia to San Diego on US Airways recently, when the fees led to her being separated from her five-year-old twins, she says.

Her case is important because airlines have insisted they aren’t forcing their customers to book these “choice” seats for their kids, and that they’ll do everything in their power to make sure families with young children are seated together on a flight, whether they paid more for their seat reservations or not.

It all began when Wallace started planning the trip to Philadelphia for Thanksgiving.

I reserved my seats ahead of time and was peeved to find I had to pay $67 for a “choice” seat in order to pick four adjacent seats for my family.

Okay, not too big a deal. However, when I checked in the night before, I found that my “choice” seat was worthless, since they moved the other three seats all over the plane – all separated from one another.

Eventually, she remedied the situation by paying more to reserve better “choice” seats. But it came at a price: Wallace says she paid $112 extra for the initial reservations and then another $180 after her “choice” seats were reshuffled. That’s on top of her $675 airfare.

But the real seat problems happened on her return flight. “The flight was full, so there was no option to even purchase adjacent seats,” she says.

The family was separated — one member was sent to row 35 and the others were in rows 8 and 9.

“I asked the agents at the gate about getting seats together and they told me they could not help and to ask the flight attendants,” she says. “Of course, once on the plane, the flight attendants were of no help and we were told to ask passengers to swap seats.”

She continues,

My husband disappeared to his seat in row 35 while I hovered around rows 8 and 9 and reached out to passengers to swap seats.

One was an even swap for one aisle seat to another aisle seat, so that was easy. Another woman was not willing at all to move over one seat so we could be adjacent and another by the window was not initially willing, but later changed her mind as I sent the one five-year-old to her seat between two strangers.

So, to recap, Wallace paid the “choice” seat fee on her outbound leg, but the airline moved her seats anyway, forcing her to pay even more in order to sit with her family. Then, on the return, it didn’t offer her any “choice” seat options and separated the entire family again. And for at least a short amount of time, one of her five-year-old twins sat between two strangers.

Wallace thinks the airline seat fees are out of control.

“I am outraged that I can no longer expect to sit with my young children on a flight anymore,” she says. “We travel from one coast to the next at least three times a year. It is already expensive. Is there any way you could help me get either a refund for the extra fees — especially the ‘choice’ seats I never used?”

Of course.

I asked US Airways to review her case. Here’s what a representative said:

Thanks for bringing this to our attention. We got with the customer … gave her some tips on how to book together, and offered a refund of her choice seat fees – which she accepted.

As you know, we work really hard to accommodate families traveling together — whether with small kids or not — and the vast majority of the time it works out just fine. Then we can always try at the gate with no-shows or with other volunteers … lastly, on the aircraft itself.

I’m happy this was resolved, but I’m troubled that this case even came to my attention. Airlines have long insisted that they won’t separate families, and that there’s no need for the government to regulate their seating policies. I’ve agreed with this position, citing a lack of evidence that young kids are being separated from their parents on planes.

Wallace’s case makes me wonder if I’m on the right side of this argument.

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NJgirl13

You are the person on the plane I don’t want to be near because nothing is ever good enough, and your children turning out “fine” I’d want a professional to testify to that. And you have no idea if I’m a parent or not but hey I sleep pretty well because my parents had manners and taught them to me unlike your poor kids.
http://gspirits.com/ Zod

Honestly though, if you pick your seats ahead of time and you are assigned these seats, I don’t think that the airline has any right to change those seats for *ANY* reason unless they are willing to compensate you for changing your seats. A recent flight to hawaii, my wife and I has assigned seats next to each other. The day before the flight, we noticed that our seat assignments has changed. One seat was assigned but the other was changed to TBD. When we got to the gate, the TBD seat was somewhere far behind…and this was on a 10 hour flight…It took quite a bit of wrangling with the gate attendant who eventually found two single flyers flying alone willing to trade seats…but this shouldn’t be the gate attendant’s job to assign seats that were already assigned in the first place!
bodega3

Seat have never been guaranteed by most carriers. Yes, it is a PITA and I deal with it all the time. If your seat is missing, call immediately and if nothing can be done, get to the airport early as many seats are held back for airport checkin. All the carriers do is guarantee to get you to your destination or give you your money back.
Spysea

We need to keep the gov’t out of business , airlines should do this on their own ….
LeeAnneClark

And yet more bizarrity from the NJ girl – you assume that because I want to protect my 3-yr-old from being forcibly put in danger, you think that “nothing is ever good enough” for me?

Quite a leap of logic. (Not that there’s any real logic involved…) Entertaining, tho!
TonyA_says

To be fair, I believe the current DOT head Mr. LaHood and his folks have come up with some good passenget protection rules. So even a pessimist like me has been smiling. We even have our own guy, Charlie Leocha, as a consumer rep in Congress now. So there is something to be hopeful about.
LeeAnneClark

Well folks I’m pretty much done with this zoo of a comment thread. I long ago realized that you can’t talk humanity into the humane. But I felt, as a parent, I had to give it a good ol’ college try. Maybe, just maybe, one person will recognize the inhumanity of their “my comfort is more important than the safety of your child” stance.

Then again, maybe not. In spite of all the evidence, I will never give up hope that *most* humans have the ability to be good people.

I will leave you all with an apt, although sad, analogy based on reality.

During Hurricane Sandy, a mother and her two little boys got stranded in their vehicle when trying to flee the floods. She attempted to drag them to safety through the floodwaters, ending up on the back porch of a home where she banged on the door and begged and pleaded to be let in. The homeowner refused, and the two little boys were swept away and DIED.

Did that homeowner have a right NOT to let that mother and her two toddlers into his home? Of course. He certainly had the right to not subject himself to the discomfort of possibly getting wet when opening the door, and having to accommodate some strangers in his home. Across the blogosphere, people are blaming the mother for not having evacuated sooner, or attempting to drive in a hurricane, or for leaving her vehicle. But regardless of anything she might have done wrong prior to that point, the bare fact is that she ended up on that back porch with two babies, and that man refused to let them in – sentencing the kids to DEATH.

To all of you who feel you should not have to give up your seat so that a small child can be with his mother, I put you all in the same category as that homeowner. Maybe you and he will meet up in an airport bar and have a drink someday. You’d probably get along great, since you’re cut from the same cloth.

And now, back to talking about loyalty programs, lost luggage and TSA abuses.
Phil DiGrave

I know — how dare a Libertarian not conform their thoughts and ideas to other Libertarians? My goodness, to what is this world coming?
TonyA_says

I agree. Just block rows together anywhere except the exits and get done with it.
I might even agree to charging a SMALL fee for extra service.
But for Pete’s sake, some powerful person needs to get it done.
This thing is more irritating than tarmac delay because it happens quite often (IMO) especially during holidays.
http://www.facebook.com/profile.php?id=567490502 Barry Moss

I’m divided on this issue. The most likely result of any government regulation is that you simply won’t be able to purchase a seat on a flight where there aren’t the correct number of seats adjacent seats are not available in the cabin requested. There would a check box in the booking page that would force adjacent seating and block all other inventory. While families could be guaranteed seating together, they may find themselves paying higher fees. Perhaps it’s worth it, but it also means you might have to take an different flight to get what you are looking for.
NJgirl13

First of all I am far older than thirteen. Second my parents would have said no thank you to being separated from me on a plane when I was three and would have cancelled their vacation AND or funeral plans. They always took the WHOLE family into consideration. So you bitching that everyone else should be inconvenienced for you doesn’t hold any water. YOU are why people won’t move seats. You bitch on thread after thread here and are voted down, and guess what, it’s not because people hate children it’s because people hate entitled people like you. If you were nice, people would have switched seats with you most likely. But when you come across with the attitude that they MUST…well that’s your problem
J

I read your post above about talking humanity into the inhumane. I just wanted to suggest that you may not get as much push back from people if you don’t begin your responses with commentary such as “Yup, right on queue.”

On US Air and AIr Tran and probably some other airlines the minimum age for an unaccompanied minor is 5 years old. Maybe I didn’t feel it necessary to spell it out in my response, but I don’t see why an airline should be forced to seat a family together if their own policy is that that child is old enough to fly alone. No, I don’t actually agree with sending a 5 year old as an unaccompanied minor.

Also, Chris is often vague or general in his polls. He asked if families should be seated together, he didn’t specify whether it was the whole family or not. Since my opinion is “not necessarily,” I voted no, as I am entitled to. In my opinion, you didn’t have to take to a place where you start calling names, like “heartless creep.”

If the airline wants to make a policy about seating families together, I’ll consider the possibility of getting bumped from my seat when I decide which airline I’m flying. But if they want to let me have my seat of choice by paying more or showing up first at the airport, then I want the seat that I obtained through those means. Nothing prevents people who need to be seated together from paying more or showing up early to get the seats they need.

I don’t think most people are saying they would never give up their seat for a family to sit together, as you’re choosing to interpret. I read most of the comments as it’s not an absolute that they’ll accomodate every request every time.

And personally, if someone approached me with the type of entitled and superior attitude you’ve shown in your posts today, I would probably not budge.
bodega3

Oh good grief.
bodega3

Thanks for the laugh about Charlie.
LeeAnneClark

And once again you jump to conclusions about things that you couldn’t possibly know – such as, my “attitude” when asking people to move.

Not that it surprises me. Nor do any of the heartless posts in here…all the people who try to assuage their own guilt by blaming it on the parents and children who want nothing more than to NOT be put in danger.

I know it makes you feel better about yourself. But it doesn’t change the truth about who and what you are.

And now I’m done…feel free to keep on attacking me, if it continues to make you feel better about yourself and your heartlessness. I won’t be reading it.
bodega3

And this all comes after making a stink at security because she doesn’t like the TSA. I think there is a pattern here!
TonyA_says

I was expecting your comment :-)
Vec14

I voted no – as much as I think parents and children should be seated together, it’s a slippery slope if the government steps in. I think seat selection is primarily the responsibility of the parent(s), with maybe a little encouragement for the airlines to try and keep them together.

I pick my seats for a reason – after having a DVT, I like an aisle seat, both so I can get up and walk around a couple times, and so I can stretch my affected leg in the aisleway. One DVT was enough for me – so I pick my seats with a very good reason. Most people who have a seat preference have their reasons, trivial or not. I will switch seats if it is equivalent, if you ask nicely, and a host of other factors, like how long the flight is. I’ve had drinks and snack boxes bought for me as thank-yous, and I’ve heard of people being offered cash to swap seats. If you need someone to switch, have a good reason and be polite. Try and work things out in the gate area – it’s a lot easier – even if you have to address the crowd in the waiting area.

I will say I also don’t understand couples who can’t be split up for a short flight – found someone in my seat once – he wanted to swap my aisle for his aisle – on a 90 minute flight crack of dawn flight to sit next to his wife!

Parents may need to consider not everyone may sit together and may need to consider a backup plan if there is an equipment change.
NJgirl13

You are heartless because you think of only you and your snowflakes…give it up, stay home and the rest of us will be happier
RetiredNavyphotog

Learn how to say “no.”
I pick my seats ahead of time. Unless someone wants to give me cold, hard cash I am not moving.
I pick that aisle seat for a reason because of medical problems.
Jill_Ion

I’m so sorry that happened to you, LeeAnne. I would never expect a parent to be separated from their young child on a flight, and I will make an extra effort to be aware of that kind of situation should it arise when I fly.
TonyA_says

I think the FA can be a fair broker for seat trading. To be honest, I would rather deal with an FA than another passenger.
I agree that this should not happen in the first place. That’s why I am proposing more seat blocking and earlier seat assignment prioritization for families so no horse trading is necessary inside the airplane.
RetiredNavyphotog

Why should people move because you checked in too late?
y_p_w

Yes you need to do that. However we booked our child separately. My wife booked our seats through an incentive program (BOGOF). Then she asked me to book our kid and the booking system didn’t allow for me to book the proper age range. We just booked our kid as an adult and entered the correct birthdate in the passenger info. We had no issues at the gate.

I guess my point is that the booking systems aren’t even programmed to check for an age range that matches DOB. I don’t know if they really want to tackle keeping families together.
atlmom10

you’re kidding right? I am supposed to –on vacation — sit on my computer and wait until 23 hours and 59 minutes before my flight to check in? Is that really what you wanted to say to me? I checked in when I could get to a computer, as soon as I could. My son is SEVEN.

There is no reason he should sit by himself. Why would one have to prove a seven YO has ‘special needs’ in order for him to sit next to a parent? I am all for kids being independent (if it was my older one, yeah, he COULD sit alone, or even the two together, but it’s doubtful anyone would want to sit next to him for several hours, honestly)
TonyA_says

I used to see seat maps with more Bs in the front section. I suppose these were for handicaps and infants or tiny kids.
When the airlines did Economy Plus and Premium seating, they disappeared.
Now, you have Three Entitled Econ Groups.
Economy comfort, Loyal FQTVs, and someone who paid extra for choice seats.

Families with very young kids just have to sit together. Does not need to be in front. The point it the adjoining seats need to be blocked for them not unless we want the Southwest style boarding and seating process.
TonyA_says

I must be referring to aircrafts with bassinets. All I can remember is thst i miss seing a block of rows nowadays on the seat maps. Its been a while so I could easily be mistaken.
RetiredNavyphotog

At this point, I have to say that you are way out of line.
Cybrsk8r

Chris, I’m a little confused by this. If she reserved the seats together, paying extra for a premium seat so the four seats would be together, how did US Airways suddenly shuffle the seat assignments. If you pick your seat when you book the tickets, which is what I’m assuming she did, then I wouldn’t think the airline would be able to randomly re-assign the seats.
TonyA_says

I think Raven is funny.
http://twitter.com/DutchessPDX Dutchess

So because you checked in late….so now it’s everyone else’s problem. Wonderful.
bodega3

Yes, bulkhead seating on international flights use to show the bassinets and were held for families with lap children. I hadn’t paid much attention to this, but you are correct, I don’t see those any more.
Also worth noting , bulkhead seating can also get you moved if someone with a need calls the carrier. I always advise clients who get bulkhead seating that this could happen. Fortunately, it doesn’t happen often.
bodega3

Yes, that is how it works whether you like it or not. Because you don’t wish to follow what others have done and expect your needs to be addressed is selfish.
NJgirl13

Exactly, if you don’t agree 100% with her you must hate kids (and probably puppies too..)
bodega3

Sad isn’t it!
http://twitter.com/DutchessPDX Dutchess

Yes, it’s your responsibility. And who said you have to sit next to your computer, ever heard of a smartphone? Set an alarm and check in online, I do it all the time when I need to fly SWA.

I don’t think your needs as a parent outweigh my needs as a fellow traveler and your “do it for the children” plea is not an argument but emotional blackmail.
bodega3

Glad I came through for you :-)
JimDavisHouston

Not to sound nasty, but if away and seating is important to you, you locate the Computer in advance and go to it 24hrs before flight time. Basically, you snooze / you loose. Others want good seats as much as we do. No one is special.
TonyA_says

From a system perspective, they don’t care IMO.
The system does validate PTC and DOB entry.
If you enter an infant PTC, the age must be less than 2.
If you enter a child PTC, the age must be 2 to 12.
If you default to an adult, there is no age verification.
All that verification does is check whether the child and infant fares apply to the passengers.
Seat Assignment is a whole different animal.
If you want valid family members with very young kids to sit together, you will need to block some rows intended for this purpose. Then you will need to authorize some people eho can assign these seats based on sone fair policy. Finally, at some point the remaining unassigned sests need to be released to others.
If there is an equipment change, everyone must go through the seat assignment process sgain.
To avoid heated confrontations, some seats must be designated and labeled for family priority. If you are on one of these, the FA can tell you to switch so that a family can sit together.
It is not perfect but it is family friendly.
TonyA_says

We do it all the time. Sit in front of the computer and wait for checkin to open.
C’mon that isn’t that hard to do.
TonyA_says

Yes there will always be a crying victim.
We could label the rows – reserved for valid families seating. You could be asked to move if you are sitting here. Then the gate agent or FA can make the last minute changes.
TonyA_says

You really need to call ahead and ask for what you want. If you have a problem on the day of the flight, the law requires that a coordinator be working at the airport. Ask to speak with that person since she/he will be knowledgeable about Part 382.
TonyA_says

Never, unless these passengers were told that kids had priority on those seats and they can be asked to move. Just like you see on a bus or train.
If passengers are forced to move you will never solve this.
http://www.facebook.com/carolnl85 Carolina Nogueira

Or you could pay the extra 10 bucks and get a better zone. More people were on vacation and took the time to check-in earlier. Why should you get special treatment?
http://www.facebook.com/carolnl85 Carolina Nogueira

Most do, actually. I started flying alone at age 7. Before anyone starts calling my parents names, I had a medical condition that could only be treated on another state. I had to go to the doctor every month. My grandparents lived on such state, so they would pick me up at the airport, take me to the doctor and drive me back. All on the same day. Never ever have I had any problem. So that’s likely why I see parents of 7yo wanting people to move to acomodate snow flakes as the whiners they trully are.
MarkieA

I almost hate to ask – I’m pretty sure I know the answer – buy why exactly are you boarded first?

And be careful with using “P.O.S.” It has other connotations.
bodega3

Really? On opposing ends of the plane? Do you call the carrier and have them on the phone while you are making your reservations and buying the ticket? I have never, ever had this happen to any of my reservations for clients who need two seats together due to size or a medical need. Maybe you should call a TA if this continues to happen.
http://www.facebook.com/carolnl85 Carolina Nogueira

Because clearly everytime you see someone in need you stop and help. God knows, it could be a parent;. Btw, there are many people in shelters right now, including todllers and their parents. Shouldn’t you be going there to offer your house for the night?
http://www.facebook.com/carolnl85 Carolina Nogueira

It actually happened to me once. I was travelling for work and they couldn’t get me a bussiness ticket for some reason, so they got me 3 tickets (all same PNR and with the annotation that it was ment for the same person). I checked in online, and the seats had been moved around. Apparently, I was to sleep head in 23-A, back in 24-C and legs in 40-(something, sorry, don’t remember). Of course, since I checked earlier, I could call the air line and have it sorted out.
MarkieA

As Ann Landers said many times, “No one can take advantage of you unless you let them.” Pressured? Sorry, I don’t see it. A simple, polite “No thank you” should do the trick. Or ask for the fare difference right there.

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