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Old 05-09-2012, 04:21 PM
 
2,382 posts, read 4,845,868 times
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Just wondering if I should complain to the airline?

We flew back home last week with my toddler daughter - she could fly in my lap (under two by a few days at the time of flight) but we've always bought her a seat so we're all more comfortable.

Anyway - we book the three seat aisle so that my husband can have an aisle and we can keep daughter between us. We try to schedule flight so she sleeps - this last flight , my seat (the window seat) was broken - there was a gaping hole where the recline button should have been. Normally I recline both seats, put up the armrest and let her sleep half laying across my lap.

To make matters worse - the latch on the tray of the middle seat was really loose - it kept opening and I had to keep catching it to keep it from hitting my daughter in the head.

The people in front of us had their seats all the way reclined the entire flight .......
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Old 05-09-2012, 04:31 PM
 
15,803 posts, read 10,095,738 times
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I think it's perfectly reasonable to complain about those things. I first would have spoken up to the flight attendant. If it was a full flight, they might not have been able to do anything to satisfy you but at least you'd see how they responded. If they weren't able to remedy the situation then I'd tell the counter agent after landing and, depending on that response, you could still contact the airline to let them know the date, flight number, original situation, and responses from the flight attendant and gate agent. Personally, although I do think it's reasonable to bring the issue to all those people's attention, I wouldn't be irate or make a big deal out of it. But it's important for them to have that feedback and have a chance to make things right - or better than they are/were. That could be an issue for the whole plane - no one wants to be seated near a cranky two year old who can't sleep!
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Old 05-09-2012, 04:36 PM
 
26,590 posts, read 57,138,462 times
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I'm not sure what you want at this point.

You should have spoken up when you first boarded. It's really too late the do anything now, the most you'll get is a few frequent flyer miles.

By the way, some seats don't recline at all and others have armrests that are fixed in place.
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Old 05-09-2012, 04:39 PM
 
4,919 posts, read 21,030,848 times
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You should make your displeasure known to the airline, whcih is not the same as complaining.

First, reserach the airline and find out if they even care two bits about what you have to say. Many will rate your concerns based on several factors from are you a frequent flyer to base on what you paid your lucky you had a seat cushion. if ghe airline could care less, whining, complaining and all the head banging may get you a copy of their latest inflight magazine if yuor lucky. If they ahve a first rate customer service policy, you may get a voucher for a flight.

Next, figure out who to contact. Sendinga letter or complaint to the CEO is sending it to a group of customer service specialist trained in responding in a way to shut you up and make it look like the boss cared. However, some airlies require those teams to spot "Of Interest" cases and forward them to a contract executive customer service group that is skilled in disecting the issues value, identifying the worth of caring, and proposing solutions to the CEO. Most times, finding out the name of the just under the head, of the area that has the ultimate responsibility and telling them ususally gets the best results (not always the best results for you but for the customers overall).

last decide if this is a moan & groan, a demand, or a for your benefit letter. Moans and groans mean nothing as they get those all the time and unless theres a reason to make it right by you, they won't. A demand is ofetn not that productive because unless they see value in giving you something, they treat it as a mini extortion attempt......
.....That leaves the for your benefit letter , as in for their benefit. This is where a well written letter, identifying the issue, the reason it needs to be corrected, the VALUE of correcting it, and your part in helping them can reap big rewards. These could be a voucher for travel, club passes, refunds, credits, extra milage, you name it. if its so well writtent he CEO ultimately handles it, I have seeen paid vactaions as thank yous.

So do you complain? NO!
Bring it to their attention? YES!!!!!!!

(DISCLAIMER - as a non u.s. scheduled passeneger airline employee, I do sit on one executive consumer relations panel)
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Old 05-09-2012, 05:26 PM
 
Location: The Raider Nation._ Our band kicks brass
1,854 posts, read 9,082,897 times
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It's very possible that your seat was not supposed to recline. A window seat in front of an emergency exit is one example of a non-reclining seat.

Let's say it was supposed to recline. The best thing to do is write down the problem, and hand it to the flight crew. "Seat 17A recline inop, and 17B tray latch is loose". The pilot would then write a maintenance item in the logbook. Anything in the logbook gets fixed. With hundreds of seats per aircraft, it's difficult for us to check them all unless it is in heavy maintenance. That's why the flight crew should be notified of a problem.
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Old 05-09-2012, 05:53 PM
 
2,382 posts, read 4,845,868 times
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I did mention it (both the seat and the tray issue) to the FA but her response was that "oh dear, sorry about that"....

I didn't notice either issue until we were underway so a bit late for seat schuffling, plus I'm pretty sure it was a full flight anyway. We don't book exit rows, etc because we're travelling with the baby.

I'm not looking for a travel voucher - maybe a few miles or some drink coupons? And that they fix it so the next person doesn't have to deal with it of course.
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Old 05-09-2012, 06:03 PM
 
Location: The Raider Nation._ Our band kicks brass
1,854 posts, read 9,082,897 times
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The seat in front of the exit row is what I'm talking about. Anyhow, give us the airline, flight number, seat number, date of flight, and aircraft type if possible. If it's one of ours, I will track down the aircraft and make sure it gets fixed.
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Old 05-09-2012, 07:02 PM
 
944 posts, read 1,593,649 times
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You should have spoken at the time of the flight and asked for a seat change and if that was not avail some airlines may have upgraded you if they had the room.

It maybe too late to take action, but, one never knows until you contact the airline and if you have your ticket for proof maybe that can go and check out that seat to se if it is still broken.

Future Speak up then an there and get a airline personal to take your complaint and also get their name and then follow up with a letter to the exeutive office. WIth out this type of proof you may have less of a chance to prove your case. Good luck
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Old 05-09-2012, 11:40 PM
 
Location: Los Angeles County, CA
29,097 posts, read 23,462,042 times
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Just be happy that you had a seat that stayed upright when it was neccesary. On a flight last year - the aircraft had just lifted off the runway and was climbing when a seat two rows ahead of me broke and fell backwards. The passenger had been asleep and got a very rude awakening. It was rather surprising to see the FA walking downhill in the passenger cabin to assist the passenger. No one was injured and the man got to ride in a spare jumpseat.

Last edited by Harrier; 05-10-2012 at 12:03 AM..
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Old 05-10-2012, 12:01 AM
 
2,382 posts, read 4,845,868 times
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Quote:
Originally Posted by =Lavender= View Post
You should have spoken at the time of the flight and asked for a seat change and if that was not avail some airlines may have upgraded you if they had the room.

It maybe too late to take action, but, one never knows until you contact the airline and if you have your ticket for proof maybe that can go and check out that seat to se if it is still broken.

Future Speak up then an there and get a airline personal to take your complaint and also get their name and then follow up with a letter to the exeutive office. WIth out this type of proof you may have less of a chance to prove your case. Good luck
Well, I didn't even notice until we were in the air and I went to recline so I'm not sure how much good asking for a seat change for all three of us would have done - not that there were any empty seats to be had.... and I'm sure an upgrade wan't an option either.
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