Hi,
Courtney,
You are of course correct from a technical viewpoint, DL like most all carriers make NO guarantees as to seat assignment, nor does such ever become a contractual element of the ticket.
but I DO think that when these things happen-- and they do-- that it's the HOW they're handled that becomes important..
In some cases it's not going to be possible to get the now seat-less passenger what they want.. that happens.. but I do think that there should be:
a) early contact to afford these folks the best opportunity to get seats on the new aircraft, or
b) early notice so if they do want to cancel, they have the maximum amount of time to find discounted fares, or
c) they be given some priority status (say behind the carriers top FFP's) when it comes to seat assignment.
I'm not so sure I'd call it "arrogant and anti customer" as those are subjective assessments driven by ones own personal experiences or bias and not rooted in some level of factual objective assessment outside of unscientifically collected data (DOT complaints) processes.
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