We purchased our tickets via Trip.com for flight MU9647 from Kunming to Singapore, scheduled at 21:30 (revised timing) on 31 March 2026. Our seats were selected and confirmed at the time of booking.
However, due to a flight retiming, our pre-selected seats were cancelled without reinstatement. When attempting to reselect seats online, the system did not allow any changes and instead required us to complete seat allocation during check-in.
To our surprise and disappointment, we were assigned separate middle seats at check-in. This was highly inconvenient and unacceptable, particularly as we had already secured our seats in advance and the change was not initiated by us.
Although the ground staff and duty managers attempted to assist, we were informed that all seats had been allocated and no further action could be taken. We also observed passengers seated separately across rows (all assigned to R seats at least 2-3rows) communicating with each other, indicating that better seat management could have been exercised to avoid leaving only middle seats available.
Furthermore, the handling at the check-in counter was unsatisfactory. The duty managers appeared unable to take proactive steps to resolve the issue, and their responses suggested limitations in coordinating seat adjustments, despite indicating otherwise. This gave the impression that the issue was not addressed with sufficient effort.
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