its the worst way you can treat a customer they should have gotten refund and a appology from tui
Actually that isn’t true CAA laws state that if the situation needs it, civilians can sit in the jump seats required. It wasn’t the whole family sitting in the jump seats either. The girl sat in the only available seat while the parents sat in some.
From other sources ( daily mail) it seems that the family actually arrived first at checkin to book their seats…and when they got on board found out that those seats where not on the aircraft!
Family was offered to be rebooked on to a following flight but as needed to get home elected to remain on board and the crew made arrangements for the child to have the only spare pax seat whilst the parents used spare jump seats. However once in the cruise the crew had to access the galley (where the seats were located) and so the parents had to move. Now it’s not clear if the parents were offered to sit in other crew jump seats now available (amidships) or if they decided to all sit as a family in the space where their seat was.
They all had nominated seats so fulfilled the appropriate CAA regs, however issue arise what if they entered heavy turbulence during the cruise? But that would be similar to if youvwhere away from your seat normally ( queuing for the toilet etc).
Biggest error by TUI was in not having a senior manager meet them on arrival and offer them a full apology and refund the flight tickets In full. TUI only offered £30 each until they found out it was being broadcast on the TV!
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That is a highly unlawful and disgusting act of unkindness and harshness and this act should never be repeated again
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Well, this family chose to stay on the flight, they could’ve left. Not ALL of the blame is on TUI. Almost all of it is, though.
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I am going to take TUIs side on some parts of this.
TUI does have a mostly clean record, one slip up did bring this thing down. Second they offered to re-book the family, however, they insisted on taking the flight.
TUI also did have those seats available, however, problems did arise that could not allow for the seat.
Finally, TUI did offer compensation, however, it was after it was on TV.
TUI may not be the greatest airline but they are certainly better than United on the customer service side.
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Exactly what I was ready to write. Agreed with above.
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@Patria However, there were still a lot of things TUI did wrong.
- They did not offer proper compensation
- They did not offer them jump seats.
- They made them move when they needed to access the galley
- They did not have a senior manager meet the family to offer an apology
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I must say I blame TUI a lot less after hearing that…
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You are partially wrong. They did offer them jump seats however I do agree with your other points
Damn, Ryanair has got some competition!
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They didn’t want to wait for a proper seat on the next flight. This situation is a bit different but i think nearly all flights are overbooked as airlines don’t expect every passenger to turn up? This could have and should have been dealt in a similar fashion when all passengers do turn up.
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They did offer them jump seats which it seems they gladly accepted but now want to make a fuss about to get a complete refund
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Would it not have been a bigger inconvenience for these passengers to have stayed where they were and have crew members tip-toeing around them?
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They had to make a fuss to get a greater refund which is unacceptable. Don’t personally think they should be entitled to a full refund however.
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