I had a call at home at 10pm from a customer due to fly VS75 man/mco on 01 Nov (my travel agency has a 24 hour emergency service operated on a rota basis). He'd just checked his booking online and his preassigned window/next (38HK) had disappeared and he and his wife were now in 33DE in the centre block of 4. He needs wheelchair assistance (has MS but can walk short distance) and she feels vert caustrophobic when flying - hence the window/next. As they are booked through V Holidays the airline will not discuss any aspect with me due to data protection so all I could offer was a possible explanation and advice.
I said the obvious that "no seating is guaranteed and is subject to change". This may be quoting VS but does nothing to appease a customer. I also said that it may well be that, because Special Needs at VS were involved, they had made the change to an approved accessible row that had a removable arm rest. I added that, according to VS, not all seats are preallocated and he should try again 24 hours prior, when online check in opens up, and possibly prior to then as I had known the seat plan offer more availability ahead of that. He called again this morning to say he'd tried to do the online check in but there were no alternative seats showing.
Is this normal practise for special needs passengers to be reallocated at the airline's discretion - even if it may be with the passengers interest at heart?
I said the obvious that "no seating is guaranteed and is subject to change". This may be quoting VS but does nothing to appease a customer. I also said that it may well be that, because Special Needs at VS were involved, they had made the change to an approved accessible row that had a removable arm rest. I added that, according to VS, not all seats are preallocated and he should try again 24 hours prior, when online check in opens up, and possibly prior to then as I had known the seat plan offer more availability ahead of that. He called again this morning to say he'd tried to do the online check in but there were no alternative seats showing.
Is this normal practise for special needs passengers to be reallocated at the airline's discretion - even if it may be with the passengers interest at heart?
