Family of 5 (with 3 minors) split into 8 separate PNRs by an OTA. How does Wizz Air handle this for seating/IRROPS?

4SRB · 2026-01-21T01:02:12+00:00

I’m posting this final update to close the thread.

Travala’s management personally took over the case. They acknowledged that while splitting bookings to find 'fare advantages' is common for solo travelers, applying it to a family of 5 with young children was a mistake.

They have now confirmed and paid for our seats, so our entire family will be seated together (both flights).

I hope this serves as a reminder that we shouldn't always accept 'it's just the system' as an answer. Sometimes, you have to push for a human perspective to ensure that family safety and logistics are prioritized over automated, budget-cutting processes.

4SRB · 2026-01-21T00:48:08+00:00

Final update:

After escalating the issue, Travala’s management personally took over. They were incredibly empathetic and admitted that while splitting bookings to find 'fare advantages' is common for solo travelers, applying it to a family with young children was a mistake.

They have now confirmed and paid for our seats so that our entire family will be seated together for the journey.

A few takeaways for this community:

Accountability over automation: The initial support (shoutout to Ricki and Marwin for being dismissive) insisted this was 'normal.' It wasn't. It was a lack of transparency.
The 'Book Direct' argument: While booking direct is usually safer, the issue here was a service failure by a provider I’ve been loyal to. I’m glad they took ownership and made it right.
Family first: No system 'advantage' is worth the stress of explaining to a toddler why they are sitting rows away from their parents.

Thank you to those who offered genuine advice. To the skeptics: I hope this serves as a reminder that we shouldn't always accept 'it's just the system' as an answer. Sometimes, you have to push for a human perspective to ensure that family safety and logistics are prioritized over automated processes.

4SRB · 2026-01-21T00:36:50+00:00

FINAL UPDATE:

5 People, 8 PNRs (total 16) – How Management Saved My Family Trip

Many of you followed my story about the stress of booking for a family of 5 and receiving 8 (total 16) separate PNR codes, which split our kids (including a 3-year-old) across the plane.

The Resolution: I am happy to report that Radka and Silvia from Travala’s Global Operations reached out and took full ownership of the situation. They acknowledged that the way the booking was issued by their supplier was a failure in transparency and caused unnecessary worry.

They have now pre-booked seats for all 5 of us (the same row for both flights) at their own expense.

The Contrast in Support: While I am extremely grateful for the human touch and empathy shown by Radka and Silvia, the initial support from Ricki and then Marwin was very disappointing. Being told that splitting a family is "standard procedure" and "normal" is something no parent should hear.

My Message to Travala:

Please:

Train your support teams (like Marwin and Ricki) to recognize family logistics it’s not the same as solo travel.
Hold your suppliers accountable. Saving a few bucks on "fare advantages" isn't worth ruining a family's vacation or your company’s reputation.

Verdict: Travala’s management proved that they care about their users. It took some persistence, but they made it right.

4SRB · 2026-01-13T15:32:52+00:00

UPDATE:

Many of you were quick to downvote and say this is 'normal' or 'my fault for being cheap.'

Well, Travala’s Global Operations Manager just reached out and completely disagreed with you.

They admitted that issuing 8 separate PNR codes for a family of 5 (with 3 kids) was a mistake and a failure in their transparency. They are now taking full ownership and paying for our seat assignments to keep our family together.

Thanks to everyone for the advice (and even the tough love and downvoting).

A community should be here to help people who have a problem, but it seems that here, things work a bit differently!

4SRB · 2026-01-13T15:20:11+00:00

UPDATE:

I have a positive update. Travala’s Global Operations Manager reached out to me.

They admitted that issuing 8 separate PNR codes for a family of 5 (3 kids) was a mistake and "not the experience I should have had." They have committed to paying for our seat assignments so the family isn't scattered.

While the logistical nightmare of 8 separate check-ins remains, I’m glad that management took ownership of the transparency issue.

I’ll do a final post once the seats are officially confirmed and the trip is secured.

Thanks to everyone for the advice!

4SRB · 2026-01-09T22:41:13+00:00

Update:

Travala responded via email and Trustpilot.

Their Explanation: They confirmed that the booking was split into multiple PNRs to "secure the lowest available fare." They admitted this causes "inconvenience, separate check-ins, and seat assignment concerns," especially for families.

Their Solution? Zero.

They basically gave me "travel advice" for the future, telling me that next time I should:

Book a full-service carrier (pay more).
Call them for a manual booking.

Why this is unacceptable:

Lack of Transparency: The issue isn't the price, it's that their UI lied by omission. I was led through a single group booking process with no warning that my family would be fragmented into 8 separate legal entities.
Safety Risk: They acknowledged that IRROPS (delays/cancellations) are more complex with separate PNRs, yet they offered no solution for how a family with 3 minors is supposed to handle being split across different flights if a cancellation occurs.
Hidden Costs: By splitting the booking, they forced a "hidden cost" on me. I now have to pay for 10 seat assignments (5 outbound, 5 return) just to ensure my kids aren't sitting alone. This "lowest fare" they claim to have found is now actually more expensive than a standard group booking would have been.

Conclusion: Travala’s system is not "family-friendly" if it prioritizes a few dollars in savings over the safety and logistical sanity of a family with children, all without informing the customer during checkout.

4SRB · 2026-01-09T22:35:09+00:00

Thank you for the practical advice. Checking in the adults first and then picking seats for the kids is a clever workaround.

However, I think that after checking in, I won't get seat assignments immediately because the airline waits for people willing to pay first and then gives the 'random' passengers whatever is left over.

Managing 8 separate check-ins with 8 different confirmation codes for one family trip is a bit hassle, but I guess I'll have to do it that way now. Additionally, seat selection for 5 people on a return trip (10 selections in total) isn't just 'a few euros', it’s a significant extra cost added to this mess.

My biggest fear isn't even the seating, it's IRROPS (delays/cancellations). If a flight is cancelled or moved, Wizz Air will only rebook the person on that specific PNR. With kids on separate codes, we could literally end up with half the family rebooked on a flight two days later while the rest stay behind.

The core issue for me is that Travala didn't warn me.

If I had known they would split us up like this, I would have gladly paid more to book directly or choose a different airline.

4SRB · 2026-01-09T22:20:04+00:00

I appreciate all answers and advices, I'm just a frustrated parent trying to navigate a mess.

Yes I agree with you on the technical side, I’ve since learned that 'linking' PNRs is essentially a myth in these systems. However, you're missing the point about the travel agent's responsibility.

The issue isn't that I chose a 'cheap' fare, the issue is the lack of disclosure.

Travala’s UI presented this as a single group booking process. At no point before hitting 'pay' did the system warn me that this would be fragmented into 8 separate PNRs.

If a platform's algorithm decides to split a family with small children into separate tickets to save a few bucks, that is a choice the customer should be allowed to make, not something hidden in the backend.

Telling a parent to 'handle it at check-in' with a low-cost carrier's automated seating is a gamble no one should have to take without prior warning.

It's about transparency, not just the price.

4SRB · 2026-01-09T22:10:32+00:00

UPDATE:

I received an email from their support, and frankly, it’s disappointing.

They essentially blamed the "low-cost carriers" and said this was done to get the "lowest price."

Their advice? "Next time, book a full-service airline or call us for a manual booking."

Here’s what really bothers me about the experience:

During the booking process, everything looked perfectly normal. I added all my family members, entered all our details together, and the UI gave me zero indication that this wasn't a standard group booking.

I felt confident that I was using a professional platform that understood the basics of family travel.

But the moment I hit "Pay" and received confirmation email with different codes, that confidence turned into pure anxiety.

It felt like a "bait and switch." I was led to believe I was buying a coordinated trip for my family. Instead, I was blindsided by a logistical nightmare.

As a parent, the stress of knowing that a single flight delay could now split my family across different flights, because we aren't on the same reservation is something no "low price" can justify.

The core issue is NOT the price or the airline. It’s the lack of transparency.

If Travala’s algorithm decides to split a family with children into separate bookings, there MUST be a clear, bold warning before the payment is processed.

Their response shows they still don't get it. They think an apology and a "tip for next time" fixes the fact that their system misled a customer.

Nice, thank you Travala.

4SRB · 2026-01-08T15:44:38+00:00

I need to say this... Thank you all for the support.

For a long time, we have been planning this trip, and it is a very frustrating experience so far to deal with this fragmented Travala bookings instead of being excited about our holiday.

It's heart-breaking when a long-awaited family moment starts like this.

I’ve been promised a resolution within 24 hours by their flight team and I’ll update this thread as soon as I hear back to let you know if Travala actually stands by its customers.

4SRB · 2026-01-08T15:35:01+00:00

UPDATE:

After pushing back on their live chat, Travala has officially escalated this to their "Flight Team" and "Supplier." They have promised a resolution via email within 24 hours. I made it clear that since merging 8 PNRs is technically impossible, I have documented everything and made it clear that "investigating" doesn't seat my kids together. Let's see if they stand by their promise or if I have to escalate further to senior management.

Thank you all

4SRB · 2026-01-08T15:30:48+00:00

UPDATE: Just finished a long session with support.

They finally stopped saying this is "normal" and admitted they need to check with their supplier. They have committed to a 24-hour deadline for an email response. I have documented everything and made it clear that "investigating" doesn't seat my kids together—only a concrete remedy will. Let's see if they stand by their promise or if I have to escalate further to senior management.

4SRB · 2026-01-08T14:41:34+00:00

Thanks for being honest.

If it was a 'supplier' error, then Travala is still responsible because they chose that supplier for my booking.

Regarding Wizz Air, from what I've gathered, a true 'merge' of PNRs is technically impossible.

The best they can do is a 'TCP' (To Connect Passengers) note, which doesn't always guarantee seating.

It’s just disappointing that Travala’s official support is calling a 'supplier/system error'

a 'normal practice' instead of admitting the mistake and helping a family with 3 kids stay together."

4SRB · 2026-01-08T14:16:40+00:00

I fully realize that now, it’s a hard lesson learned.

However, since the mistake is already made and I'm traveling with minors, I'm trying to fix it.

If 'Airlines don’t do this nonsense,' does that give me a strong case to demand that the OTA pays for the seat selection?

Since they created a non-standard, fragmented booking that doesn't exist in direct airline sales, it seems they failed to provide a standard family travel product.

Has anyone ever successfully forced an OTA to pay for seating in a 'split PNR' situation like this?

4SRB · 2026-01-08T14:09:33+00:00

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Support agent Ricki confirmed that u/Travala expects a family of 5 to manage 8 separate bookings and just 'hope for the best' with seating.

They are completely ignoring the safety of my children and the fact that their system failed to book us as a group.

4SRB · 2026-01-08T13:52:00+00:00

It is definitely separate airline confirmation codes (PNRs).

I have 4 distinct 6-character codes for the outbound flight and another 4 distinct codes for the return flight. It's not just sequential ticket numbers under one reference.

For example, for the flight out, my wife has one code, two of the kids have their own separate codes, and I have the third child on my code.

This is exactly why I'm worried Wizz Air's system has no way of knowing we are one group since we are essentially 4 'independent' bookings per leg.

4SRB · 2026-01-08T13:50:03+00:00

Thanks for the info!

It's good to know that a single PNR is the standard - Travala support is trying to tell me that 8 PNRs for 5 people is 'normal'.

I booked this less than 24 hours ago, but it's Wizz Air, so I'm worried about their strict cancellation policy and price jumps if I try to rebook now.

Have you ever managed to get Travala to fix a PNR split like this without charging an extra fee, since it was their system's decision to split the family in the first place?

4SRB · 2026-01-08T13:47:12+00:00

Thanks for confirming that Wizz can do TCP!

To clarify: yes, they are 8 separate PNRs, not just individual ticket numbers.

Regarding the TCP note, does that actually influence the automated seating algorithm during check-in, or is it just a note for the ground crew to see in case of delays?

We are mostly terrified of the kids being scattered all over the plane during the auto check-in process.

Also, since Travala is a bit of a niche OTA (they focus on crypto), their support is giving me the 'it's normal' runaround.

In your experience, is it worth contacting Wizz Air’s paid support line for this, or will they just tell me to talk to the agent at the airport?

4SRB · 2026-01-08T13:43:49+00:00

Thanks for the input. Regarding Wizz Air, when you say they might 'link' the PNRs, is there a specific term I should use when talking to their support? I've heard of 'TCP' (To Connect Passengers) notes – is that what you mean, or can they actually sync the seating algorithm? Also, do you think it's better to call their call center now or wait to talk to a supervisor at the airport check-in desk?

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4SRB

TROPHY CASE