Family forced to sit on plane floor after airline allocated them seats which didn’t exist, it emerges

Family forced to sit on plane floor after airline allocated them seats which didn't exist, it emerges

After being contacted by the programme, TUI offered the family a full £1300 refund, blaming the incident  on a “last minute aircraft change”.

However, Mrs Taylor said that she “got short shrift” from the airline when she personally complained immediately after the incident, despite having photographs of what had happened.

She alleges that, after explaining to the company that the seats were “physically missing”, she was told that there was no record of the incident and offered a “good will gesture” of £30. Frustrated, she contacted Rip-Off Britain. 

A spokesman for TUI said: “We are sorry to hear about Mr Taylor and his family’s experience with us.

“Unfortunately a last minute aircraft change meant that the seats the family was originally assigned were unavailable as the alternative aircraft had a different seating configuration.

“We’re also sorry for the way the situation was initially handled and we’ll be investigating this. We will also be contacting the customers directly to apologise and will be offering a full refund.”

The episode of Rip-Off Britain: Holidays will be broadcast on BBC One on Tuesday at 9.15am.

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