Same situation happened to our kids two years ago heading back from here to home. United was going to bump two out of a family of four, and my daughter-in-law came unglued, as she is not a great flyer, and having to be split up from hubby, each taking a kid, it wasn't clear to her why.....agent at desk told her since no one volunteered, they were "chosen" since their tickets were purchased so far in advance, and cheaper than many others....Really? isn't that the goal.....purchase far out, get the best price, etc? Finally, at last minute, someone volunteered, and they were all able to travel together. writing to airlines after the fact only produced a more frustrating response than a comforting one. I know it can happen on any airline, but the way it's handled is the key to customer satisfaction and minimizing the passenger's nervousness and frustration. I think Southwest does it best
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