Passenger Paula Taylor was traveling home with her husband and 10-year-old daughter back in June after a holiday vacation when they discovered their seats – 41 D, E and F – were not on the plane, BBC reported.
"We all just looked at each other as if to say 'where's our seats gone?'," Taylor said to BBC.
According to Taylor, after all other passengers had boarded, there was one seat left that was given to her daughter Brooke. Taylor and her husband were both reportedly given flip-up seats in the crew section of the plane.
However, as Taylor told BBC, once the flight started and the attendants needed items stored behind the seats, she and her husband allegedly had to move to the floor.
The family reportedly alerted TUI about the incident after the flight landed, and was eventually offered about $39 from the airline.
The BBC reported that Taylor contacted "Rip Off Britain," a television program dedicated to helping consumers, after TUI would not refund the couple’s fare.
After contacting the television show, Taylor said her family was refunded for the full fare of the tickets.
TUI did not immediately respond to Fox News’ request for comment, but reportedly told the BBC that a “last minute aircraft change” was to blame for the missing seats.
The Civil Aviation Authority is reportedly looking into the matter.