Dear Gill,
During our recent trip to India with Saga Holidays, my wife and I encountered an issue with our upgraded Premium Economy flights on Virgin Atlantic to Delhi.
Despite our attempts, we were unable to pre-select seats due to the airline’s group-wide six-character PNR reference. Upon arrival at Heathrow, we discovered that we had been assigned seats that were not adjacent, a situation that remained unresolved during the flight.
While in India, we contacted Saga regarding this issue, and they successfully arranged for us to sit together on the return journey.
Given that we share a surname, could you shed light on why such seat discrepancies occur? Despite our inquiry with Saga, we have yet to receive a response.
This is particularly pressing as we are embarking on another Saga tour to Japan next month and wish to avoid being separated for an extensive 13-hour flight.
– Reg Pengelly
Dear Reg,
When tour operators organize escorted group tours, they typically secure a block booking of seats with the airline to accommodate the expected number of tour participants.
These “Inclusive Tour” fares for group travel are substantially discounted and grant the tour operator flexibility regarding name changes and the option to release unsold seats at a later stage.
The challenge with such fare arrangements is that individual PNR codes are not generated by the airline, thus preventing customers from reserving specific seats or checking in online when the booking opens 24 hours before departure.
I reached out to Saga Holidays to inquire if proactive measures could be taken to address such issues in advance, considering that seat allocation within their block booking should ideally be within their control.
Unfortunately, Saga clarified that while they can submit seat requests, the final assignment is typically at the airline’s discretion during check-in. Especially in the premium economy cabin, which is often fully booked, couples may be separated when the flight is operating at maximum capacity.
“In certain cases, we can accommodate specific seating requests,” mentioned a Saga representative. “This is evaluated on an individual basis by the airlines upon the customer’s request at the time of booking and may involve an additional fee.”
Saga has liaised with British Airways, the carrier for your upcoming Japan flights, to ensure that you will be seated together.
Should customers opt to purchase their flights independently, they may forfeit the financial safeguards provided by package holidays under the Package Travel Regulations.
For those on group tours seeking particular seating arrangements, it is advisable to arrive early, ideally three hours or more before departure for long-haul flights, to potentially have some seat selection options available.
– Gill Charlton
Resolving Your Travel Queries
Gill addresses a new case each week, so please forward your concerns to her for review at [email protected]. Kindly provide your full name, and if your issue involves a travel company, include your address, phone number, and any booking references. While Gill may not be able to address every query, she will offer assistance where possible, with all emails acknowledged.