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In 2022, I purchased a plane ticket through Flyplay. Due to my anxiety and panic issues, I always choose to buy seats that ensure I'll be sitting next to the person I'm traveling with; it's a way for me to feel secure. However, upon boarding the plane, I discovered that the seat I had purchased did not exist – yes, it simply didn't exist. Flyplay, without consulting me, arbitrarily changed my seat to some random location, separating me from the person I was traveling with.
As expected, I had an anxiety attack and had to take an anxiety medication to calm down, which ended up ruining a day of my vacation as I had to recover.
Anticipating a similar scenario, I checked the seat assignments for my return flight and once again, contrary to the layout presented, the seats I had purchased were not next to each other. In this case, I had to buy new seats again to achieve my initial goal.
In response to my complaint, Flyplay referred to their terms and conditions, where they reserve the right to "assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety, or security reasons." They refused to refund the value of the outbound seats, claiming that they had been changed to seats of higher value (completely ignoring the fact that they separated me from the person in my reservation). They only refunded the value of the return seats but claimed an exception.
If Flyplay can't guarantee the seats they sell, then why do they sell them in the first place? Let's imagine it was a minor child and a parent; would they also be separated?
To what extent is what Flyplay claims legitimate when they disregard personal well-being?
