David N.

I am so frustrated. First, I selected IAD for my flight to London. Y'all fed me BWI. I have a vision problem that makes small text difficult to see and I didn't see that the search included a flight out of BWI. That isn't OK. My search should have never had BWI included.

Then when I selected the seats, the window closes so fast and you don't get confirmation of which seats you have selected, so I didn't get the second upgrade that I expected to receive for my husband's seat.

THEN I saw, after digging around three layers deep in the policy, that you all don't guarantee that we will get the seat upgrade we paid for and if we don't get it, we just threw away our money.

I am so upset. I was surprised when I got the email and THAT said BWI--large and clear. I was surprised that the seats weren't what I selected--because the site just moves you on through the purchase flow. Then when I called a few minutes after the mistake I would have totally asked for a refund had I realized that was an option, but THAT wasn't clear on the site. It only said everything was non-refundable.

Y'all need to make your website much more clear and VERY clear for people with visual impairment.