Couple humiliated in row over extra legroom on plane
HURT, humiliated and angry – that was how a Bristol couple felt after a dream break in Egypt turned into a row over legroom on the plane.
Marion and Derek Webb from Stockwood paid £100 – on top of the £2,360 for their holiday with Thomson Airways – for seats with extra legroom.
They said they were discriminated against due to their age and left embarrassed by airport staff who suggested they were too old to operate the emergency exit next to these seats.
Mrs Webb said they had travelled in emergency exit seats twice in 2009 – on one occasion with Thomson – and that the firm needed to clarify its rules to avoid problems in future.
Civil Aviation Authority rules say passengers must be fit and able to operate the doors but there is no age limit.
The Webbs, both in their 70s, arrived at Bristol Airport on March 15 for their flight to Sharm El Sheik, having booked the extra legroom seats at the Thomson travel agent branch in Keynsham. Mrs Webb, 77, a retired librarian, said: "We offered the young lady at check-in our passports and tickets. She asked us to wait while she made a telephone call.
"We knew there seemed to be a problem so after about 10 minutes, in an effort to be helpful, we told her we had already been allocated our seats online. She said: 'Yes, I know, but you are too old to have exit seats'. We were not only hurt and humiliated but angry."
Servisair staff at the airport relented and allowed the Webbs to sit in their pre-booked seats.
This was the first in a series of encounters with travel staff, during which they were told:
? They must be under 70 to operate the emergency exit.
? Age is not a consideration – just ability and strength.
? The Webbs were fit enough to operate the emergency exit.
Mrs Webb said she and her husband, a former BAE worker, 79, had booked the holiday at the Thomson travel agent in Keynsham where staff told them they would be suitable for the extra legroom seats.
After check-in for the return flight, Mr and Mrs Webb noticed they had been allocated seats which were not together and not at the emergency exit, despite being assured by a Thomson representative they would not have the same problem again.
A supervisor finally found them seats on Row 2 – not Row 32 as they were expecting.
Mrs Webb said: "Thomson must adopt a clear and cohesive policy about selling extra leg room seats."
She added: "Being elderly does not automatically make one frail. People can be frail at any age. I do not want this to happen to us or to any one else in future."
A Thomson spokesman said: "Due to the location of these seats, Thomson Airways is required to follow regulations put in place by the Civil Aviation Authority (CAA), which state that customers must have the "strength and full mobility" to open the emergency exit doors if required.
"Given these regulations, Thomson Airways recommends that customers choosing to sit in these seats must not be elderly and frail. Our retail staff saw no reason why the couple would not be able meet these requirements and booked the seats for the couple.
"Thomson Airways uses a third party to provide handling services at UK airports and in Mr and Mrs Webb's case they were checked in by a Servisair representative. These representatives are required to ensure the CAA regulations are enforced at check-in."
He added: "Thomson believes it was right to sell these seats to Mr and Mrs Webb. However, it would like to apologise to the couple for any distress caused during the check-in process and for not providing consistent information."
Jessica Lewin, of Age Concern Bristol, said: "It is unjust to discriminate against people because of their age. Although we can not comment on this case specifically as we do not know all of the facts, we stress the importance of fair judgement and urge people to treat others equally, regardless of their age."
http://www.thisisbristol.co.uk/news/Cou ... ticle.html
What a muddled and inconclusive report. I'm still not sure of the outcome re Thomson's policy.
If this is a humiliating experience then this couple must have led a very sheltered life; annoying perhaps but humiliating?
Some people seem to take a delight in going to the press for all sorts of inconsequential things (to the average reader) and the press, especially local rags, are always happy to oblige with something to fill their 'news' space.
I thought I'd post it in case there are any
forums4airports members who have had first-hand experience as check-in staff or cabin crew who might be able to throw a bit more light on the subject.
Although I've got a few years yet before I reach the three score years and ten and never bother booking these sorts of seats, it's always useful to know the situation.
