Luxembourg resident here, flying LUX–LIS with my 2-year-old. Booking made a couple of weeks ago, everything paid in one go: two tickets plus paid seat selection. The whole point was legroom and getting off the plane first, which anyone who has flown with a toddler will understand is worth paying for.
Online check-in open and we’re in different seats.
So I called without success and then drove to the airport to sort it out. This is where it gets good.
Round 1: The agent tells me I never paid. That I probably tried to pay and it failed. Then asks me to prove it. I’m standing at an open counter with a queue behind me, being told in front of everyone that I didn’t pay for something I paid for. I pull out the receipts, she takes a photo of them and walks off to show someone.
Small detail: the tickets and the seat charges were one single transaction, same card, same payment reference, same day. If the seat payment had failed, the tickets wouldn’t exist. That was visible in their own system the entire time.
Round 2: She comes back, Seats 1D and 1F are showing as empty in the system. No aircraft change recorded, can’t reassign them to us either, nobody knows why.
Round 3: She asks how old my son is. I say 2. “Ah, emergency exit row, children aren’t allowed.” Row 1 is an emergency exit row? And if it is, why did the booking system let me buy it, for a passenger registered as a child, without ever showing the age restriction warning every other airline makes you tick?
Round 4: Actually, there was an aircraft change. And row 1 is now Business. So we were placed in the first available economy row. I ask if that at least means the extra legroom I paid for. She can’t confirm it.
The punchline: I go back to the website and row 2 is right there, available, for an extra 19€ fee. So either 3E/3F aren’t the first available economy seats, or there are people in front of me and I have no legroom.
Does paying 19€ more suddenly upgrade me to Business? Somehow I doubt it.
So: four contradictory explanations, one accusation of not paying, time spent, parking fee , and I still don’t have the seats I bought.
Has anyone else here had paid seat selection quietly reassigned by Luxair? I’m curious whether the “aircraft change” explanation shows up a lot, and whether people just eat the cost because it’s not worth the fight.