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Hello and welcome to Seat 1A!

When you travel, do you ever wonder how you can be that person who is always ahead of the pack, even when things go awry? Hosts Vinod Viswalingam (@VViswalingam) and Geoff Dahl (@geoffdahl) are proud to present The Seat 1A Podcast.

Seat 1A aims to provide savvy travellers with advanced industry based knowledge to enhance the air travel experience and take off from the crowd. By arming you with an understanding of the systems, processes, rules and structures that define modern air travel, Seat 1A strives to give you the upper hand by examining real experiences from abroad.

Whether traveling in ultra-economy or first-class, with or without frequent flyer status, knowing how the operation works will keep you moving in front of the masses, especially when things don’t go as planned. Seat 1A provides tips and tricks on how to make your travel experience as smooth and efficient as possible. Our goal is that you'll be in Seat 1A all the time!

We have over 5 million miles of flying and over 10 years working for numerous airlines, enjoying all classes and cabins, and exploring airports on every continent. We're enthusiastic #avgeeks, with a keen interest in modern aviation trends and aim to share our knowledge in The Seat 1A Podcast. To learn more about who we are, check out Experience 010!

The Seat 1A Podcast also relies on feedback from listeners, offering the chance to take real experiences and analyze them, breaking them down to understand what happened, where things went well or wrong and what can be learned from it. If you have a story, question or experience that you would like to share, please email us at stories(at) or find us on Facebook, Twitter and Instagram.

In the meantime please find us wherever you download your podcasts, and tell all your friends!

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Nov 4, 2023

In this experience we look into the world of customer service and examples when the experience goes sideways.

We review the situation of the passengers who were flying from Paris to Singapore with a farting and drooling dog in premium economy. Singapore airlines finally got the issue resolved and credited them for their experience.

In days gone by, your travel agent would have been your point of contact. Now you’re mostly on your own. Over the last four years, airlines lost many individuals who were extremely proficient in high-touch customer experience. Even more than ever, airline agents are working from home. Things that can be done virtually can be much different than in person.

A key is knowing how to be efficient and work with the people on the other side of the desk.

Geoff shares a story of a cancelled Porter Airlines flight to Newark, and the quick actions of a check-in agent to get him on another flight quicker than originally scheduled.

Vinod shares a story of remotely assisting a family member with a Cathay Pacific and WestJet check-in. He was even able to resolve some of it while sitting on his sofa!

Geoff shares a story of a flight with online information about waiving fees being much different than fees that needed to be paid in person.

If you're liking this episode experience, you may also enjoy Experience 60. "We Appreciate Your Patience. Wait Times and Customer Support." It's available wherever you listen to your podcasts. 

Vinod shares a story of helping a family re-locate to Ireland. The online system would not allow a check-in without paying but did the passenger need to pay?

Vinod also discusses a YVR vacuum cleaner retrieval request.

What happens online versus offline doesn’t always line up. If you are able to do things in person, you may have a better chance.

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If you have a story about airline customer service, or other experiences that you would like to share, please email us at stories(at) or find us on Facebook, Twitter, and Instagram. If you wish to support the show financially, we are on Patreon. Show notes are available online at