British Airways Faces Criticism Over Age Discrimination Claims

Passengers on a recent British Airways flight have raised concerns over alleged age discrimination after being removed from their reserved emergency exit row seats. Lynne Norman, a customer in her sixties, booked flights to Venice in February 2023 and paid to reserve these specific seats, which she and her husband have occupied on multiple occasions without issue.

In November, Norman discovered that their seat assignments had changed. When she contacted British Airways for clarification, she was informed that her age disqualified them from sitting in those seats. The customer service representative cited her birth year as the basis for this decision but did not provide specific criteria for the change.

Norman highlighted that both British Airways and the Civil Aviation Authority do not impose an upper age limit for passengers seated in exit rows, stating that only able-bodied individuals over 12 years old are permitted. She confirmed her eligibility at the time of booking, which made the airline’s subsequent actions perplexing.

Attempts to escalate the matter were met with frustration. Norman reported that during a call intended to connect her with a supervisor, she was abruptly disconnected. A written complaint yielded a response that merely reiterated the airline’s policy, effectively closing the case without addressing her concerns. Ultimately, Norman chose to cancel her flight, incurring a charge of £70 in the process.

This incident has sparked discussions about the transparency of airline policies regarding seating assignments and the treatment of older passengers. Critics argue that if safety is a primary concern, airlines should clearly communicate their criteria for exit row seating rather than implementing ambiguous restrictions.

British Airways has yet to issue a public statement regarding this specific incident or clarify its policies on age-related criteria for emergency exit row seating. As the airline industry continues to navigate complex customer service challenges, cases like Norman’s highlight the need for clear communication and fair treatment of all passengers, regardless of age.