[Botterberg]

On a recent DEL-EWR flight (14 hrs), I had paid extra to get exit row seats for myself and my wife ($179 x 2). However, we we got to DEL, discovered that we were "bumped" from the exit row seats to "standard" seats without any notification (no email, no text message, etc). Complaints to the gate agent were unsuccessful. They did confirm that I had paid the extra amount, but were unable to seat us in the exit row. At first, they did not offer to refund the amount. Had to argue with the gate agent for a refund. He electronically entered a "request" for a refund. However, he was unable to provide a receipt. Still waiting for the refund to process.

[jimworcs]

It cannot be acceptable for airlines to sell amenities which they then decide not to deliver. The exit row seats were there and occupied. What reason can the airline have for saying that you have purchased these particular seats, but we have arbitrarily decided to give them to someone else? It is bordering on fraud to then make you jump through hoops to get a refund. This industry badly needs some robust regulation.