I recently booked a flight on US Airways for our trip to North Carolina. I booked the flight and purchased an FAA approved Child Restraint device for my daughter. A few days before the scheduled flight I thought I should check US Airways policy on the Child Restraint device and came across the following restrictions:
The child restraint system may not occupy an exit row or the row forward of or behind an exit row.
Upon reading this rule, I logged on to check our seats. I found that are seats were in front of the exit row but luckily I noticed there was an empty row 2 rows up from ours. I attempted to change our seats online but was unable. I called US Airways and explained my situation about the child restraint and initially the CSR said “Those seats are available to “preferred members” but I might be able to get them if I asked when I check in to my flight”. At that point I got a little irritated. I did not want to wait until the day of the flight to find out those available seats had been taken. I could understand if they wanted to charge me more for the seats if they were “first class” seats but the plane only has 13 rows and from what I can tell the only difference between row 7 (the row we were booked for) and row 5 (the “preferred seating row”) is 2 rows. I did not think I was going to get anywhere with the customer service rep until I asked the following question: “Are you telling me that “preferred US Airways customers are more important than the safety of a child?” The CSR put me on hold and said that a new seat assignment would be made for me at the gate.
I’m not giving them an F for customer service yet as they sound like they are going to take care of the issue but what bothers me is that it wasn’t until I got a little perturbed by the issue that the CSR offered to do anything. I’ll update this post after flying on the fight and let you know how everything goes.
Update: When we got to the gate I spoke to the US Airways representative and she told me to speak to the flight attendant. When I got on the plane, I spoke to the flight attendant and she told me to take my regular seat and she would move us. A few minutes before the flight was getting ready to leave the gate I went back up to her and asked her what to do and she said she couldn’t help until after everyone had boarded.
Basically what happened is that every US Airways employee left it up to another employee to remedy the situation and none of them ever did. I ended up getting tired of waiting for someone to assist us and asked the people that were a row up from us to switch. Luckily they were more than happy to help us.
Info about the CARES Kids Fly Safe Child Safety Restraint
- Stands for Child Aviation Restraint System and is a harness-type safety device
- Can be used for children who weigh between 22-44 lbs and are sitting in their own airplane seats
- Takes the place of a car seat when traveling by air
- Weighs 1 pound
- Takes one minute to install on any airplane seat and augments the regular lap belt
- Is currently Certified by Canada, the UK, Australia, New Zealand and Singapore and is FAA approved