As a Qantas Gold Frequent Flyer for the past few years, we chose the airline for a recent trip to New Zealand and booked extra-legroom seats at an additional cost, with window and aisle seats. At the gate, I checked the boarding pass on my phone to find I had been moved to the middle and the row shifted.
After the frankly disinterested gate staff changed it back, imagine my surprise to not be in an extra legroom row and find that several of those seats were given to Qantas staff.
Paying customers obviously don’t matter to Qantas.
In future, I will always check the boarding pass and memorise every seat layout plan.
David Lewis, Gladesville, NSW
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