to think what this airline did is just not on?

[kviddy]

We live off shore and are dependant mostly on 3 small airlines to get us to the mainland. They all have issues and can be really crap. But seeing as we have no choice but to use them... we do. Baby is due in April and we booked a long weekend (Thursday - Saturday night)to London last week to sort out getting baby a passport at the embassy and also to do some sightseeing.

Yesterday morning the airline called:

They are very sorry but on the flight back from london there isnt space for the baby- they only can take 4 infants at a time and the booking system doesn?t tell them for 24 hours. So we cant be on the flight.

We can either:

move from 7:30pm to 4 pm (thus essentially losing Saturday)
Leave on Sunday.

I told the woman in no uncertain terms neither of these were favorable, certainly not my fault that their computer system doesn?t update and said I would require them to make this worth my while. To which she responded that there would be no compensation. I could either have my money back or switch flights. I hung up and put hubs on the case. They told him that we should claim it back on our travel insurance. He said no- either they could:

Get us on the flight
Or
Put us at at gatwick for the night

And we wont accept any other outcome.

Seriously! We booked the flights on last Thursday- this is totally unacceptable. Not only that it could happen at all (how are people meant to make plans??? There is no mention when booking that this could happen) but that it took four days of farting around for them to sort out calling us.

They eventually called back and said that errrr actually it wasn't due to "health and safety" or "CAA regulations" but that there are only 4 baby life cots on each flights but that they've borrowed one from another flight so its fine and we can be on the flight.

I want to write a letter to the chief of operations telling them this is absolutely rubbish. Whilst I appreciate safety needs to come first, how can I reliably book tickets never knowing if they will be cancelled days later? My mum says to leave well enough alone as its swung in my favour.

Not sure if I am just last trimester pissed off or... if this really is very unreasonable of them!

I would agree it is really unreasonable especially as they've said it's arbitrary and nothing to do with safety or CAA.

I would write a letter of complaint. It's fine if those are the rules, but then their booking system should be set up to say 'sorry, your baby can't be on this flight' when you book.

When you get back write to them, and say how much concern they caused you, and that they need to make their policy clear so that potential customers know where they stand, ie. they may or may not have room for any babies although they've sold you the ticket.

I'd copy the correspondence to any local press etc., as so many other families could find themselves in the same situation.

Where are you based? Is it really your only way to get to the mainland? Are you certain that your baby will have come by those dates and finally, why do you need to visit the embassy to get the passport?
Our DD was born abroad and we did visit the embassy but only because it was a three minute walk from our house.
Her current passport is away in Paris being renewed.

We are in the Channel Islands. we could take the ferry but we would then have to train from Weymouth etc up to London.

I am not British so we have to take the baby to London to get its dual passport (so that I can take baby to my country later this summer- it is not permitted to travel on its UK passport there)

Due April 26th so really hoping baby here by mid July!

Would you wait until you return to send letter? I've got it all typed out now!

I am confused - I thought you meant you were flying this weekend but I presume it's not for some time given that you haven't had your baby yet!

I think it's pretty normal for airlines to do this kind of thing tbh. I've had flights moved around a couple of times. It's annoying but really not unusual.

yes sorry, flight isn't until July!

I just cant believe they'd happily sell us a ticket then turn around 4 days later and say sorry, nothing we can do.

Baby not here yet!! I misread it too in that case

Am I missing the point?
There was a problem, they have rectified it.
The airline has managed to accommodate you, you should let it go now.

Did you book over the internet ? There are often issues over booking for young children (who don't get a seat or sometimes a baggage allowance) that way but I presume this is the first time you've had to try. tbh if you did I think the lesson is to check by phone in future. Chances are this far in advance there won't be the same passengers on the flight as currently booked anyway but they have done well to pick up a potential problem early. They have agreed to carry you and the baby now so not sure what outcome you now want by complaining

I should let it go until... the next time i book a flight and it happens again?
I want them to change their booking system... if they can accommodate babies on a flight, then let the system work. if there are no more infant seats, then have it pop up saying so.

I actually think you were lucky that they allowed you to book a flight for a person who isn't yet born.
Not a lot of airlines will allow you to do that,for simple logisitic purposes.
They've offered you either 3 hours less (2 of which presumably you'd be at the airport anyway) or an extra day. Don't really understand your gripe.

Hi Kviddy, it does sound a nuisance but actually when airlines sell you a ticket, it isn't for a particular time or day - all they are essentially doing is committing to getting you from A to B at some point. I think that's why EU rules kick in when delays occur, because otherwise passengers wouldn't get anything.

Also, you've done well to be guaranteed a cot. I had to do a 30 hour flight with DS at 5 weeks and no airline would guarantee us a cot - it was first come first served one some and by age of infant on others. If you don't get one, you sit the baby on your lap for the flight. We got one when we checked in, thankfully.

Overall, it's sounds like you've got a reasonable deal from the airline. I'd be inclined to leave it.

of course it is to do with health and safety/CAA, what do you think life cots are for, decoration??

Durr. Thanks, Desertgirl, just realised from your post that the OP is talking about emergency life cots, ie in the event that the plane lands in the sea etc, not bassinets. In that case, I agree entirely, the airline has to comply with health and safety. Sounds like they've gone the extra mile to move life cots around - I think you should be pleased with the outcome OP.

I'm with Bucharest - very surprised that you were sold a ticket for a baby that isn't born yet; don't you have to give names and date of birth?

I just cant believe they'd happily sell us a ticket then turn around 4 days later and say sorry, nothing we can do - flights get changed all the time especially those booked well in advance.

Ok, the booking system is a bit lame and I agree that improvements should be made but they have accommodated you very well actually - assuming they do in fact have the extra life cot on board at time of departure...

Agree with bucharest, IME you cannot usually book for people who aren't yet born, and some airlines insist on photo id on all domestic flights (even for babies)..you might want to check this out before you get to the airport.

I think YAB a bit U here.

We've had other situations such as when we've been allocated seats then had to move because there weren't enough oxygen masks for an infant (travelling on your lap) where we were sat and ds has been allocated a seat away from us. tbh no automated system is infallible. Agree not sure how you have booked the ticket for the baby yet but I'm sure it can be done for package holidays wher eoyu jsut confirm the details later. Usually parents' photo id is accceptable for a young child but again you may like to check with the airline. dh travels to CI several times a year on business and rarely books more than a week ahead so I'm slightly confused as to why you felt the need to do so early.

Shame you had to jump through hoops to get what you wanted, but you've got it sorted out now.

If they ask you 'what can we do to put things right?' there's nothing left to say, is there?

If you're still angry in a week's time, write and complain, but you've already complained, really, and they've sorted it out. So you're all square. When yummy new baby arrives, this won't matter a jot!