A family of three from the United Kingdom was forced to sit on the floor of a plane for their flight home from Menorca after they boarded the plane to find their own seats didn’t actually exist; flight attendants offered up their own jump seats but eventually had to relocate the family to the floor.
The Taylor family—Paula, Ian, and 10-year-old daughter Brooke—recently flew home to the United Kingdom from Menorca, though they were seated on the floor the entire time. The family boarded the plane to discover that their seats on TUI Airlines didn’t actually exist on the plane.
“We made sure we were three hours early at the airport to check in early just to make sure we got seats together,” Paula told BBC One’s Rip-Off Britain: Holidays, reported by The Telegraph. “We went straight to the front and we were very excited by the fact we had managed to sit together. [When we got to our seats,] we all just looked at each other as if to say ‘where’s our seats gone?’ There are no seats where our seats should be.”
The airline offered Brooke the last remaining seat on the plane and gave the two jump seats to the couple, but then had to relocate everyone to the floor when the crew needed access to food and duty-free products.
“It’s hard and it’s uncomfortable and it’s just filthy,” Paula told BBC One. “It’s just not an experience I ever want to repeat.”
TUI Airlines is now being investigated about the incident, which was against Civil Aviation Authority guidelines—passengers are required to have a seat for the duration of a flight. For its part, TUI offered a statement to The Telegraph:
“We are sorry to hear about Mr. Taylor and his family’s experience with us,” a spokesperson said. “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 will also be contacting the customers directly to apologize and will be offering a full refund.”
[Photo: Paula Taylor]