seat cancelled for airport assistance!

minxtress

Anyone help with this one? My customer has prebooked his and 3 others seats on Jet2 flight to Crete next June from Manchester. His is extra legroom but not in an emergency seat the other 3 are normal seats beside his.
He requested airport assistance as he is elderly and its a long way to a lot of the gates in Mnchester airport, he can get from the gate to aircraft on his own and up stairs to his seat etc.
Jet2 have booked his wheelchair assistance but cancelled his seat as they can sit him anywhere on the flight apparently? They also said they dont have any obligation to sit his wife near him, he could be on his own, they wont refund the cost of the prebooked seat either.
My customer has rang back after worrying himself sick to say he'l try and manage the walk to the gate and he'l just keep his prebooked seat next to his wife as she is a nervous flyer and he cant risk her being without him, they said yes he can have his prebooked seat back but he'l have to pay for it again?
Can they do this? Also does he have to prebook airport assistance through Jet2 or can he just ask when he gets to the airport? He is in a right state bless him.

kazwookie

Surely you should know if you are a travel agent.

My understanding is that only able body people can sit in the energency exit seats, for obvious reasons, ie if there was a problem they could open the door and get out / help others out

You would be better off talking to the airport / plane company, or using your contacts in the business to help you.

minxtress

This is one of them things that dont crop up very often and even when they do it doesnt matter which side of the fence your on the company involved wont be shifted!
I have tried speaking to Jet2 on several occasions but the foreign call centre I get put through to is a s much use as a chocolate fireguard.
They arent taught customer service they are taught to honour and obey Jet2 I think as it was like talking to a child!
I am going to complain to thier customer services tomorrow but thought in the meantime someone may have something conctructive to add, maybe having been in a similar position themselves.
As I stated also the customer isnt in emergency seats they are normal extra legroom seats that anyone can sit in
Thankyou

Lorian

minxtress wrote: »

His is extra legroom but not in an emergency seat the other 3 are normal seats beside his

I think this is where the problem lies. Is his seat in an emergency exit ROW but not next to the emergency exit? Jet2 clearly think he is in an emergency exit row for this to happen, maybe he is?

Having said that my experience with some other carriers is that they will label front row seats incorrectly as emergency exit seats even when they are on the opposite side to the exit. Knowing the aircraft type and seating locations might help you conversation with them.

minxtress

Lorian wrote: »

I think this is where the problem lies. Is his seat in an emergency exit ROW but not next to the emergency exit? Jet2 clearly think he is in an emergency exit row for this to happen, maybe he is?

Having said that my experience with some other carriers is that they will label front row seats incorrectly as emergency exit seats even when they are on the opposite side to the exit. Knowing the aircraft type and seating locations might help you conversation with them.

No thats not the case from the front of the aircraft there are 7 rows of extra leg room seats on the left and 6 rows on the right, he is sat on the 7th row, aisle seat, his family are sat in the row opposite him, none of them are emergency seats, these are a higher price and different colour choice on the seat selection.

delwynshd

why is it all the long term users pull people down on the forum, its not a slagging match here, we are only here to help and give advise. Yes travel agents do usually know alot about the industry but sometimes things are new to us like everyone. I have been a travel agent for ten years and learn something new each day I work.

I hate negativity!!!!

Lorian

minxtress wrote: »

No thats not the case from the front of the aircraft there are 7 rows of extra leg room seats on the left and 6 rows on the right, he is sat on the 7th row, aisle seat, his family are sat in the row opposite him, none of them are emergency seats, these are a higher price and different colour choice on the seat selection.

Jet2 are just getting mixed up. if you get no sense you could also try tracking down who their ground handlers.

I'm not a travel agent or a jet2 user, but I've flown more than 50 flights this year!

Delwyn, nice generalisation there.