Here are the screenshots: https://imgur.com/a/X923fSo
That said, the fact that this situation is unsurprising to me is itself probably evidence of the communication problem. Google could do a clearer job of qualifying the “free seat selection” they falsely promise for that fare, and Delta could do a much better job of saying “there are only paid seats left, but if you don’t want to buy one, you’ll still get one at the airport.” I feel like JetBlue used to do a good job with that.
It puzzles me how many people at HN are so eager to defend dark patterns.
If you look at the screenshots with more attention:
1. Google tells me that the free seat selection is included
2. Delta tells me that if I agree to this price, I will be able to reserve the last available seat on the flight (for this price)
3. Once I confirm the price, Delta tells me that I can’t select the seat, it’s not available. I can still buy the ticket, but the offer has changed. Sure, since clearly I need to get on this flight (booking it last minute) - I would rather pay a bit more to make sure I do have a seat.
This is what dark patterns are all about. How is that so hard to understand?
This fare comes with preselection over a limited set of seats. There are no more seats available for preselection in that set. If seats were available you would have been allowed to select them; otherwise, you will be assigned one at the gate.
It is very unlikely that you will be involuntarily denied boarding, and you can be denied boarding in the event of an oversale even if you have an assigned seat.
Note: your fare never indicates that you are buying a particular seat. Please read your contract of carriage closely. Maybe this part (not the offering of the ticket you're complaining about!) is a "dark pattern" (nobody reads the contract of carriage) but it's just literally how airline tickets have always worked.
The alternative to this is that when I compare prices of different flights I see the correct full offer for the price I want to pay. This flight is not the only available flight. I would have chosen a different flight on Google Flights if I had known that there are no seats available at this price. But now I am 10 minutes into the process and just want to be done.
What is a dark pattern by your definition? A literal picture of a pattern colored dark gray?
This is a misunderstanding. Airline does not tell that you need to pay more. You can click on Continue button and complete the purchase. Even the popup you have shared tells you exactly this.
Try reserving a specific table at the restaurant. An hour before the dinner.
For some reason you fail to acknowledge that features listed under the price must be included in the price.
> Try reserving a specific table at the restaurant. An hour before the dinner.
Restaurants don't allow you to go through the reservation process to only suddenly mention at the last stage that the table has no chairs, or no table top (just table legs).
Are you under the impression that they are going to make you stand up on the flight?
This is something I've observed with different airlines. Google's line "Free seat selection" doesn't guarantee availability of seats to choose from, just that you won't be charged for selecting one if available for your fare.
The agreed upon "seat" in this context includes the selection. This is what this specific dark pattern is about. They are misrepresenting the value of their offering. I want to be able to reserve a seat on my flight. Not to reserve a promise that they will assign a seat... if available, obviously. If not I can just book the next flight and wait for a couple of hours at the ariport. Perfect.
The airline would say it's your fault for getting a quote from an aggregator rather than direct from them though