My family of four (two adults, one child, and an infant) booked an overnight transatlantic flight and then attempted to reserve seats. We were interested in the bassinet row and understood there would be an extra charge, so we were prepared to pay for it.
However, the pricing quickly became confusing. The first seat showed a reasonable fee, but as I selected additional seats in the same row, the cost for each subsequent seat increased significantly. Assuming it was a website error, I contacted customer service after waiting on hold for over an hour.
The representative initially confirmed the lower seat price, but when completing the reservation, the total reflected much higher charges. To make matters worse, the seats assigned to our family were not together. When I questioned this, I was repeatedly told that one of the seats was designated for passengers traveling with an infant because of the bassinet location, but I received little explanation regarding the inconsistent pricing.
Attempts to understand why identical seats carried different fees went unanswered, with the agent simply referring to what the system displayed. When I requested further assistance, clarification, or escalation to a supervisor, I was unable to get any meaningful support. The interaction eventually ended without a resolution, leaving me extremely disappointed with both the booking process and the customer service experience.
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