Removed from exit row seat due to hearing aid

[Revenge]

I booked flights OOL-MEL-OOL for my in laws. Gary is tall and elderly so I thought it was a good idea to book them exit row seats. But I forgot that he has a hearing aid, and the Jetstar crew moved them from their exit row seats.

The policy is: Seats: Can I book an extra legroom seat? | Jetstar

Our extra legroom seats are located in the exit rows of our aircraft. If you want to sit in an exit row you must... not have any permanent or temporary impairment (e.g. deaf, hearing impaired, blind, vision impaired, any strength or mobility limitation, intellectual impairment or travelling with a service dog)

Fair enough, I guess, as they classify it as hearing impairment which would be a safety issue in an emergency.

Interestingly the Qantas policy differs:

In order to sit in an exit row seat, you must... not have a hearing impairment that is not corrected by use of a hearing aid/device, which must be worn during taxi, take-off and landing.

This seems much more appropriate, and Gary would have been fine under this condition. Nevertheless, this was JQ and not QF so this is irrelevant.

Anyway, a good result in the end, as they agreed to refund the fee. This is how the chat went:

Grace: Hi, my name is Grace. How can I help you today?
Me: Hello. I booked a flight and I paid extra for exit row seats. However, on board the crew asked the passengers to change seats, so they were no longer able to sit in the exit row seats. Could you please issue a refund for the fees paid to sit in the exit rows?
Grace: Hi, Revenge!
Grace: Let me check your booking first.
Me: Sure
Grace: I'll be right with you.
Grace: Revenge, may I ask why the passenger were told not to seat at the exit rows?
Me: One of the passengers was wearing a hearing aid
Grace: I see. Revenge, please be informed that when booking a seat from an exit row, you will have to read the exit row requirements.
Me: Yes, I read that passengers must not have any permanent or temporary impairment (e.g. deaf, hearing impaired, blind, vision impaired, any strength or mobility limitation, intellectual impairment or travelling with a service dog)
Me: However with his hearing aid, Gary is not impaired. He can hear properly.
Grace: Let me see what I can do here. Because all extras like seat are non refundable.
Grace: Is it for one passenger for one way?
Me: It would be a breach of Australian consumer law to not refund a service that was not delivered, regardless of whether your conditions say it is non refundable.
Me: Two passengers, one way
Grace: Thank you,
Grace: One moment please.
Grace: I'm still working on it. I'll be right back with you.
Me: Sure, thanks
Grace: I'll be right with you.
Grace: Thanks for waiting.
Grace: I have now processed the refund 50 AUD. Your refund will be with your bank for processing within 7 days of the date of the request.
Me: Thank you for your help and understand
Grace: You're most welcome!
Grace: Is there anything else I can help you with today?
Me: No that's all thanks!
Grace: It was good chatting with you today. Have a great day and thank you for choosing Jetstar!

 

[DC3]

Well, service recovery was OK.

However, an over-zealous FA on Jetstar, when there was no hearing impairment (if using a hearing aid) and dumping them from the exit row.

 

[muppet]

Good outcome for all in the end.

I don’t think it’s appropriate for someone to be seated in those rows who has a high probability to be unable to follow crew instructions in an emergency - safety first.

 

[Hvr]

Good outcome for all in the end.

I don’t think it’s appropriate for someone to be seated in those rows who has a high probability to be unable to follow crew instructions in an emergency - safety first.

To follow this logic; I wear spectacles, should I be removed from an exit row?

 

[DC3]

To follow this logic; I wear spectacles, should I be removed from an exit row?

Agreed. The impairment is rectified.

 

[Revenge]

Well, service recovery was OK.

Yes I was actually pleasantly surprised. I thought they were going to offer me a credit instead of a refund, which would not have been useful for the in-laws as they're now back in Canada.

 

[muppet]

To follow this logic; I wear spectacles, should I be removed from an exit row?

Most people can still follow crew instructions without their glasses, but if in your case you cannot then yes I stand by it.

 

[DC3]

Most people can still follow crew instructions with a hearing aid, yes?

 

[love_the_life]

Most people can still follow crew instructions with a hearing aid, yes?

Yes, but I choose not to have an exit row as I would be concerned that even with my hearing aids I may not hear any emergency instruction from the crew especially if it is noisy and chaotic. Hearing aids assist but really cannot provide total rectification.

 

[Mattg]

It would be a breach of Australian consumer law to not refund a service that was not delivered, regardless of whether your conditions say it is non refundable.

I'm glad you reminded Jetstar of this. They have pulled the "all extras are non-refundable, regardless of whether you received the service" line on me before too.