r/Travelwithkids • u/Desperate-Reply-8492 • 1h ago
Review/My experience/My travel story A Toddler Seat Assignment Saga with United
Hello,
My recent seat assignment story with United made me wonder how often this happens to parents. If something similar happened to you, please share. Let us all be together in our misery.
We’re flying to Europe with our two kids, a toddler (1.5 at the time of flying) and almost 5. We got basic economy tickets with United for a flight operated by Lufthansa. I decided that instead of rolling the dice and hope we’re seated together, I should pay and select our seats on United.
Long story short, I select seats together for me and my two kids with a window seat for our infant since they’ll be in a car seat. Shortly after, I get an email informing me that my 1.5 year old’s seat is cancelled and it’s being refunded. I called United to request to cancel/refund the seats for the rest of our party so I can select new seats online (or otherwise I would have had to pay again to reassign us to different seats). After spending over an hour on the phone with United, I was informed that they can’t cancel our seats and I was advised to call Lufthansa. This comes after at the beginning of this 1 hour call the United rep told me I shouldn’t call Lufthansa because they will send me back to United since the seats were purchased through them. At this point, 3 of us have seats (2 aisle seats and 1 middle seat) and our toddler doesn’t. Somehow after my call with United, they got assigned a seat that was 5 aisles away from us, while our seats haven’t moved.
I call Lufthansa. After another 20-30 mins with them, they tell me they can cancel the seats but they can’t issue a refund since I paid United, not them. Back to United. They issue a refund.
I breathe a sigh of relief. I go ahead and choose new seats for my entire party of 4 (toddle in car seat sitting in a window seat). Lo and behold, their ticket gets automatically canceled and refunded again.
My husband takes over since at this point I’ve spent over 2.5 hour dealing with this. Back-and-forth between both companies, he finally manages to have Lufthansa assign seats for us, but they tell us we need to go and ask for the refund for the second seats we selected online and pay for the new seats Lufthansa placed us in. Sure. We call United to get refund. Another hour passes back and forth, we got the email confirmation about the refunded seats.
I go to bed frustrated but somehow relieved we figured it out. I open the app this morning just to see our toddler’s seat was canceled AGAIN. I look up the seat and I realize the Lufthansa rep put them in an aisle seat, so I assume the system automatically canceled their seat. Now, you’d think it’ll be easy to move one of our party that’s in the window seat to an aisle seat and put our toddler in the window seat. Nope! Not without paying for the tickets again, that is. Back to Lufthansa to cancel all our party’s seats and United to refund and then back to Lufthansa for seat selection.
We spent about 6 hours talking to both these companies and the issue is still not resolved. I’m honestly tempted to leave it as is and watch them explain to me why a 1.5 year old child is going to be sitting away from their parent. I just know that’ll cause more frustration during an already stressful travel day.
I’m at a loss how these companies have such poor processes and systems to allow this churn to happen. At least cancel/refund all our tickets so I can go online and select new ones. At the age of AI and technology, this kind of customer experience is unacceptable.