Cheap airline seating

mjm72

Westin said:

mjm72 said:

Had an issue with TUI where we did not pre book seats and they allocated a seat for my 10 year old at the back of the plane and one parent atvthe front the other half way.  Such a battle to get TUI to follow what they state on line and in webchat.  In the end the staff on the plane helped sort but made us feel we were in the wrong.  Customer services didn’t get it either.  Had to send them screen shots of all the wording.  Advised you might be better off prebooking.  

Was it just one parent and the 10 year old travelling, or others in the party?

Two parents and the 10 year old.  We don’t mind as adults if we sit apart and understand that if we don’t prebook and pay that may happen.  But for neither of us to be anywhere near our 10 year old when TUI actually state the opposite.

Pollycat

mjm72 said:

Had an issue with TUI where we did not pre book seats and they allocated a seat for my 10 year old at the back of the plane and one parent atvthe front the other half way.  Such a battle to get TUI to follow what they state on line and in webchat.  In the end the staff on the plane helped sort but made us feel we were in the wrong.  Customer services didn’t get it either.  Had to send them screen shots of all the wording.  Advised you might be better off prebooking.  

So what was their response to their 'guarantee'?
What was their response to the cabin crew attitude?

mjm72

Pollycat said:

mjm72 said:

Had an issue with TUI where we did not pre book seats and they allocated a seat for my 10 year old at the back of the plane and one parent atvthe front the other half way.  Such a battle to get TUI to follow what they state on line and in webchat.  In the end the staff on the plane helped sort but made us feel we were in the wrong.  Customer services didn’t get it either.  Had to send them screen shots of all the wording.  Advised you might be better off prebooking.  

So what was their response to their 'guarantee'?
What was their response to the cabin crew attitude?

To be clear the staff on the plane were amazing.  But it made us feel like we were in the wrong.  TUI did not actually officially confirm in writing back to me on the wording on the website.  Just said sorry.  

RavingMad

Was it a case of the plane was full and they were the only seats left? We've always paid to be sat together but other families tell us that TUI will try to seat people together 

Pollycat

RavingMad said:

Was it a case of the plane was full and they were the only seats left? We've always paid to be sat together but other families tell us that TUI will try to seat people together 

The TUI website actually says they guarantee that children under 12 will be sat with a parent.

I wonder if mjm72 checked in online or at the airport...?

mjm72

Pollycat said:

RavingMad said:

Was it a case of the plane was full and they were the only seats left? We've always paid to be sat together but other families tell us that TUI will try to seat people together 

The TUI website actually says they guarantee that children under 12 will be sat with a parent.

I wonder if mjm72 checked in online or at the airport...?

I went to check in online as soon as it opened.  It gave me the seats then.  So rang TUI in the UK.  They said it’s ok check in at the airport they will sort it out. They did not.  They do not always it seems follow the written wording they state on the website, webchat etc etc

Westin

It seems strange that with a family party of three (2A/1C) that seats would not be allocated together if online check in was completed at -14 days prior to departure.  Whilst many may prepurchase seating, I would have thought sufficient remaining seats would still be available at -14 days to at least allow one adult and the 10year old to be together.

mjm72

Westin said:

It seems strange that with a family party of three (2A/1C) that seats would not be allocated together if online check in was completed at -14 days prior to departure.  Whilst many may prepurchase seating, I would have thought sufficient remaining seats would still be available at -14 days to at least allow one adult and the 10year old to be together.

Hi the online check in was not available 14 days prior to the flight.  It was only available 2 days before this was the same for both outbound and inbound flights.

Pollycat

mjm72 said:

Westin said:

It seems strange that with a family party of three (2A/1C) that seats would not be allocated together if online check in was completed at -14 days prior to departure.  Whilst many may prepurchase seating, I would have thought sufficient remaining seats would still be available at -14 days to at least allow one adult and the 10year old to be together.

Hi the online check in was not available 14 days prior to the flight.  It was only available 2 days before this was the same for both outbound and inbound flights.

That's correct.
TUI online check in opens 48 hours before departure.
But I agree with Westin.
It does seem strange that you were split up.
Even though it worked out ok, I would still ask TUI to comment on why they didn't follow their guarantee.
'Sorry' would not cut it for me.

mjm72

Pollycat said:

mjm72 said:

Westin said:

It seems strange that with a family party of three (2A/1C) that seats would not be allocated together if online check in was completed at -14 days prior to departure.  Whilst many may prepurchase seating, I would have thought sufficient remaining seats would still be available at -14 days to at least allow one adult and the 10year old to be together.

Hi the online check in was not available 14 days prior to the flight.  It was only available 2 days before this was the same for both outbound and inbound flights.

That's correct.
TUI online check in opens 48 hours before departure.
But I agree with Westin.
It does seem strange that you were split up.
Even though it worked out ok, I would still ask TUI to comment on why they didn't follow their guarantee.
'Sorry' would not cut it for me.

I agree and have now had two phone calls from them and emails apologising but no real answer why….oh and a £50 voucher which I did point out that if I had paid for seats together it would have cost more than double.  They on phone calls agreed it should not happen etc but were unable to confirm all in writing as apparently they have templates etc to follow……