January 14, 2019 08:13 AM
Updated on January 14, 2019 08:19 AM
When they got on the plane that would take them home after a vacation, the Taylors were met with an unpleasant surprise.
The family had paid $ 1,600 to fly last June with the TUI airline in Mahón, on the Spanish island of Menorca, to Birmingham, in the United Kingdom.
They had their boarding passes and their seat numbers were 41 D, E and. But, instead, there was only an empty space under the signs.
The family recently reported their problem to the Rip Off Britain: Holiday program by BBC One.
"The three of us looked at each other as if to say 'where did our seats go?'" Said Paula Taylor.
Once all passengers boarded, there was only one free seat left on the plane.
This was occupied by Brooke, Taylor's daughter, while her parents occupied folding seats in the crew area.
Paula Taylor and her husband ate on the floor during the flight | Paula Taylor
But once the flight took off, the crew began to serve food and other items that were stored behind those seats, so the Taylor couple had to get out of there and sit on the ground, in the space where they should have Been your seats.
Brooke joined them, since she did not want to sit alone.
The family says that the plane crew thanked them for their understanding.
But Paula Taylor says she received insufficient help when she reported the incident to TUI and offered her a $ 38 goodwill gesture.
After the family contacted the Rip Off Britain program, TUI reimbursed full ticket fees.
He also explained that seats assigned to the family were not available due to a "last-minute plane change" and that the alternative plane had a different seating configuration.
Paula Taylor says she did not get much help when she complained to airline TUI
The airline said it "regretted the way the situation had been handled" and that it would contact the family directly to apologize.
The Civil Aviation Authority of the United Kingdom is investigating the case and, according to the BBC, would contact TUI to ask for an explanation.
This body argues that, while passengers can sit in crew seats under certain conditions, they should not be left without seats during any stage of the flight.