A family was forced to sit on the ground for their two-hour TUI flight to Menorca after discovering that their seats did not exist.
The Taylor family arrived early at Mahon airport to get their assigned seats after a holiday on the Balearic island, because they all wanted to sit together on the flight back to Birmingham.
They got seats 41 D, E and F, but when they boarded the TUI plane last June, there was only an empty space under the numbers instead of seats.
Paula Taylor, with her daughter Brooke, was forced to sit on the Flor during their two-hour flight to Menorca
Paula Taylor (photo left), with her daughter Brooke, husband Ian, arrived early at the airport to get their assigned seats after a family holiday in Menorca, because they all wanted to sit together on the way back
Paula Taylor, 44, from Alcester, Warwickshire, told BBC One & # 39; s Rip-Off Britain, Holidays: We made sure we were 3 hours early at the airport to check in early to make sure to be that we got together.
We immediately went to the front and we were very excited about the fact that we had managed to sit together. & # 39;
But when they tried to find their seats, they could only see an empty space.
Ms. Taylor added: "We all just looked at each other as if we wanted to say where our seats have disappeared? There are no chairs where our chairs should be! & # 39;
When they were notified of the problem, the crew members checked the boarding passes in the hope of solving the problem.
But after all the other passengers had boarded, there was only one empty seat in the plane.
Daugher Brooke drank while sitting on the floor during the flight from Menorca to Birmingham in June last year
The family had to sit on the floor together while the plane was flying while the stewardesses needed food for other passengers
The solution proposed by the crew was that before the start and landing, the 10-year-old Brooke would occupy the last free chair on the plane while Paula and her husband Ian, 55, in two spare-folding & jump & # 39; chairs would be hidden in the crew station.
Once the aircraft was in the air, the servants needed access to the food and duty-free supplies stored behind those seats.
Paula and her husband had to move and store their camp with Brooke on the floor in the room where their assigned seats should be.
She said: & # 39; It is difficult and uncomfortable and it is just filthy.
& # 39; It's just no experience that I ever want to repeat. & # 39;
The civil aviation authority said that passengers should not be left behind at any stage of a flight.
They contacted TUI for an explanation why the family had been left on the ground for the two-hour flight.
They are also investigating for a possible violation of the regulations.
Ms. Taylor added: "The co-pilot came and sat with us on the floor and said that he simply wanted to thank us for our cooperation and understanding. & # 39;
"He said that how calm we were and he was so grateful because he should have done it, he would have seen the time frame take off. & # 39;
After she had gone home, Mrs. Taylor tried to sue at TUI, but she got short, even though she had photos showing what had happened.
She said: & # 39; The lady said oh yes we have received your complaint …
She said it was a bit bizarre and we were assigned seats. So we tried to explain yes we know we were assigned chairs … they were just physically missing.
She did not believe us and said she should talk to her supervisor what she was doing. And she came back and said as a gesture of good will that we give you £ 30
& # 39; At what time did we say £ 30 for what? I do not understand why you give us £ 30, you do not believe our story. & # 39;
TUI airlines said that a & # 39; last minute plane change & # 39; the problem caused and meant that the assigned seats of the family were not available because the alternative plane had a different seating configuration.
The company now offers a full refund for the £ 1,300 family flights and contacts them directly to apologize.
TThe family will be present in an upcoming episode of Rip-Off Britain: Holidays broadcast on Tuesday 15 January 2019 at 9.15 am on BBC One.