It's important to know the details about things like this, though. Like, did they pay for a sit for their son? What were the circumstances?
They need to stop overbooking flights intentionally. It's causing waaaay too much problems that are not customers' fault.
Hey so. If this is the same video I just saw on Facebook and read an article about there are a couple things I feel the need to add:
1:They BOUGHT the seat for their 18 year old son who flew home earlier. They weren't just trying to stick him in an unoccupied seat. They PAID for it. I don't know if they tried to compensate them for the seat or not.
2:the woman in the video tells them that putting a child in a car seat is against faa policy, when in fact the faa reccomends that children under 2 fly in a car seat. DELTA ITSELF also recommends this on its website. If you want to dispute technicalities they're technically in the wrong also. Anyone in the airlines position should know faa regulations and that they're trying to tell these people is absolutely false.
You can say all you want that the airline was "technically" in the right, but airline policy can be confusing as crap. And as the guy in the video says they violate their own policy all the time. Any way you look at it this is lousy customer service that could have been avoided with clearer communication.
It is not confusing at all. Read your dang ticket before you buy it, you literally have to click that you agree to purchase it. It does not matter if they paid for the seat or not. They did NOT register it to the 2 year old, which means they did not check in the seat when boarding, which means that they do not have rights to the seat. Call it lousy customer service, but it's your job as a consumer to follow the regulations of a private business, not theirs.
I recognize They are technical breaking a rule with the seat-name thing, but however: that rule only exists to keep criminals and terrorists off planes. I can see putting up a fuss if it were a grown person, but this is a 2 year old.
Secondly: the flight wasn't even overbooked. They didn't even need the seat. Delta was just being anal about the rules. Which they obviously don't even know well themselves because they didn't realize what they were saying about "a car seat being an faa violation" was complete and utter nonsense.
We can argue all day about this entire situation. But even if you're going to be a stickler about the name thing, this situation could have been handled in a much better way. It's bad customer service. And that's my point.
It's there for more than criminals and terrorists but okay. The only thing that is "bad customer service" about this is that they are bad customers for pitching a fit about the rules THEY AGREED TO. They don't need their business if they are not going to read the terms of service *as I have said twice now*. They could have just held their kids like they planned to do in the first place, but they refused to. Delta was patient enough with them and they have a *flight* to do. They don't have all day to cater to a family who thinks they are better than the regulation they signed up for. If they changed it for a kid, they would have to change it for adults too, especially if someone took them to court over it.
The only thing that is "bad customer service" about this is that they are bad customers for pitching a fit about the rules THEY AGREED TO.
...And lying about/not knowing about the child seat policy.
You can be in the right and still be giving bad customer service.