Girlfriend just got off flight 1086, PHX to MEM. When she had boarded, a mother and child were sitting in her row, seats E and F, economy comfort. Her ticket was for seat F. She didn't care about the window seat so she let them stay there. Buckled in, took off, and when she was able to recline... nothing. Seat recline broken.
One of the perks to Economy Comfort is an extended seat recline. She's 5'3... she doesn't care about the legroom, and we get priority boarding anyway through AmEx. Delta's phone rep doesn't seem to think it matters; I was told in no uncertain terms that they would not refund this. I told them she's still at the airport and can report it at the gate... didn't care. I was offered a $25 voucher which could be used towards baggage fees, which doesn't matter since she had no bags to check anyway.
Anyone have any experience getting a refund due to faulty equipment? I understand the "correct" procedure would have been to notify a flight attendant that someone was in her seat, but she's not an experienced flyer and didn't want to bother the mother, on Mother's Day, to pull the kid out of the window seat and potentially deal with an upset kid for a three hour flight.
I'm not going to fight for days over a $39 charge, but I do think it's pretty crappy to not offer a refund on an "economy comfort" upgrade when you can't actually utilize the only perk that you're buying it for.
One of the perks to Economy Comfort is an extended seat recline. She's 5'3... she doesn't care about the legroom, and we get priority boarding anyway through AmEx. Delta's phone rep doesn't seem to think it matters; I was told in no uncertain terms that they would not refund this. I told them she's still at the airport and can report it at the gate... didn't care. I was offered a $25 voucher which could be used towards baggage fees, which doesn't matter since she had no bags to check anyway.
Anyone have any experience getting a refund due to faulty equipment? I understand the "correct" procedure would have been to notify a flight attendant that someone was in her seat, but she's not an experienced flyer and didn't want to bother the mother, on Mother's Day, to pull the kid out of the window seat and potentially deal with an upset kid for a three hour flight.
I'm not going to fight for days over a $39 charge, but I do think it's pretty crappy to not offer a refund on an "economy comfort" upgrade when you can't actually utilize the only perk that you're buying it for.