A family is frustrated because they were split up after a last-minute aircraft change. How would you handle it?

If a family was frustrated because they were separated after an aircraft change, I would first acknowledge that the situation is stressful, especially when people expected to sit together. Then I would explain honestly what I can and cannot do. I would say, "I cannot promise a seat change yet, but I am going to check what is available and see what options we have once boarding settles."

I would avoid making a promise before I actually knew the seat map and operational limits. Instead, I would gather the key details quickly, coordinate with the lead, and look for realistic solutions such as open seats, approved swaps, or the safest way to keep children and caregivers together if an adjustment is possible.