We paid £250 so we could guarantee to sit together on our long transatlantic flight in the summer. Shocked to get on the plane to find that we weren't getting our promised seats and were sitting in different places on the plane. I've been trying to get hold of them to get a refund on the money we paid for the seats since we got back at the end of August (it's now mid-December). After emailing, calling and writing I've finally had a short impolite resonse to say we aren't entitled to a refund. Absolute rip off and awful customer service - I've spent ages trying to get a response from them and now finally this curt unhelpful reply. I think it's fair enough to ask for a refund on a service that was paid for and not provided.