Will Etihad refund me over neighbour-free mix-up?

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Passengers of the UAE airline can bid to have a little extra sideways space (jcheris/iStock)

Q My daughter is flying to New Zealand via Abu Dhabi with Etihad. She is taking her two-year-old and six-month-old children and has requested a bassinet seat, which she got. She also bid £110 for an extra empty seat next to her. She has been told she won the bid but would have to move to a non-bassinet seat, which is pointless. They now say if she doesn’t accept the extra seat deal without bassinet she will forfeit the £110, money she can’t afford to lose. Do you have any guidance you could offer?

Name withheld

A Etihad’s “economy neighbour-free” scheme is an interesting way for the airline to earn some extra money from seats that would otherwise be empty. It is open to economy passengers (except those on “economy deal” fares) who are happy to bid in a secret auction to guarantee a bit of sideways space. For a trip all the way to New Zealand I think £110 looks good value for ensuring a seat next door is empty.

But I am afraid that the clearly stated conditions imply it would not be a good strategy when travelling with very young children. Etihad says: “You cannot choose your seat after your Economy Neighbour-Free bid has been processed.”

In other words, the option is completely unsuitable for anyone who has requested special seating – in your daughter’s case, a bulkhead area at the front of a cabin where bassinets can be attached. It will almost inevitably involve being moved away from the assigned row.

All I can suggest is that she raises the possibility of an empty adjacent seat at the airport with ground staff (even though Etihad says: “It is not possible to change your seat during check-in at the airport”) and, if necessary, with cabin crew on the aircraft. But I am sorry to say I cannot see any way to retrieve the £110.

Every day our travel correspondent Simon Calder tackles a reader’s question. Just email yours to s@hols.tv or tweet @simoncalder