I want to share my experience with the service, particularly for those traveling with infants. While I was traveling with my baby, I had completed web check-in ahead of time and was assigned a bassinet seat. At the airport, everything was confirmed once more at the baggage drop — same seat, same boarding pass, no problems. Then came the boarding gate. Just before boarding, the gate agent unexpectedly tore my original boarding pass and handed me a new one without any explanation. It was only after I checked that I saw my seat had been changed to the back of the aircraft, stuck in the middle of a 4-seat row — probably one of the least ideal seats for managing an infant. When I raised my concerns, the staff was entirely unhelpful and showed no remorse. I pointed out that: • I had a confirmed bassinet seat • I was traveling with an infant • There was no communication prior to the boarding pass being torn They were unyielding, lacking any empathy, and treated the situation as though it was standard procedure. To make matters worse, their overall demeanor was dismissive, cold, and frankly humiliating. I can't shake the feeling that there was some bias involved. Whether it was due to my skin color or that bassinet/bulkhead seats were reassigned to others (possibly for paid upgrades), I cannot say — but the handling of the situation was shockingly unprofessional. Traveling with an infant is already taxing. Airlines that promote themselves as “family friendly” should not engage in such tactics at the gate, where passengers are left with no real alternatives. This marks my second negative experience with the service, and after this, I’m finished. If you're traveling with a baby and counting on pre-assigned bassinet seating, do not assume that the service will honor it, even if it appears on your boarding pass. Truly disappointing service. I would not recommend it — especially for families.
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