1) Why didn't I get the seats that I chose using Select Your Seat?

We're sorry you didn't get the seats you asked for. Occasionally, we may need to change the seats - usually due to operational, safety or security reasons. Our Select Your Seat service is provided using Civil Aviation Authority guidelines, so we need to meet various requirements before we can allocate seats near the exits. For details on the restrictions of theses seats, take a look at 'Can I book seats with extra space?'

If we do need to change your seat, we try to give you another one that's as close as possible to what you originally booked. That said, some seats together may be across an aisle or behind each other.

We can only offer a refund if we can't seat your group together and in a similar position to the seats you originally requested. In this case, you'll need to send your confirmation documents and boarding cards to our After Travel Customer Support team at the below address, so we can investigate.

TUI After Travel Customer Support
12th Floor Alexandra House
Alexandra Road