Why didn't I get the seats that I chose?

We're sorry that you didn't get the seats you asked for.  Occasionally, due to unforeseen operational, safety or security reasons we may need to change your seats or the planned aircraft. If we do need to change your seat, we try to give you another one that's as close as possible to what you originally booked. That said, these seats together may be across an aisle or behind each other.

Why didn’t I get my extra space seat?

Our Select Your Seat service is provided using Civil Aviation guidelines, so we need to meet various requirements. If you select a seat on an emergency exit row, you may have your seat changed if you are in one of the below categories. If this happens, you might not be entitled to a refund.

Under the age of 12

Deaf or blind

Travelling with a child on your lap

Mobility impaired – including temporary injuries, like broken bones

Unable to understand cabin crew commands

Using a seat belt extension

Flying with an assistance animal

Refunds

We can only offer a refund if we can't seat your group together or in a similar position to the seats you originally requested. If you didn't receive seats together or in a similar position, then please contact us and we'll look into this for you.