We booked a holiday to Paphos for our 30th wedding anniversary. Purchasing extra leg room seats right at the front of a 787 TUI Aircraft and every other extra for our special holiday. On the 14th April 25 we received our E Ticket confirming everything was ok. Then on the 17th April 25 we received a second E Ticket and when we checked the details we realised the aircraft had been changed to a 737 and of course our seats had been changed. This wasn’t pointed out or made obvious which we think is rather devious. We were the first to book seats on the 787 as all seats were available to book at that time. We booked the front two seats with extra legroom as being ahead of the engines it would be quieter, also my wife is scared of flying so not seeing engines and wings moving would help her. When we realised the aircraft had been changed we were extremely disappointed to see TUI had booked us into seats over the wings. We tried ringing TUI but the gentleman we spoke too couldn’t be understood, we did call back but had the same issue with the lady who answered. We tried the chat facility to investigate the possibility of changing dates or cancelling but were told we would lose 90% of our payment which is staggering to say the least. Call us sinical but it’s strange how these changes didn’t take place until after any chance of a reasonable cancellation refund. Had we have known in time we would definitely have changed the booking or cancelled. The holiday will not be the same and it has left a very bad feeling. We didn’t expect this sort of treatment from TUI, we thought they were better than that. Staff just point to the terms and conditions and although “Laura” on the chat facility was sympathetic and was trying to find out if there was anything she could do, she reached the end of her shift and simply disappeared leaving us hanging on for a long time before we realised she had gone. We started chat again but didn’t really get any further. When we phoned earlier in the day we were told if we accepted the seat change we would get the £184 charged for our booked seats refunded, however the gentleman on chat said there would be no refund as we had been offered the same type of seat. This isn’t true at all, we won’t be seated at the front, we won’t be seated together and we will have to sit next to strangers and over the wings, so the alternative seats are nothing like the ones booked. Whilst we do appreciate for economic reasons aircraft do have to be changed from time to time, however TUI could make much more effort to keep bookings as near to original as possible, but unfortunately TUI seem to just shove passengers anywhere. Choosing seats and seating position is a very important part of a customer’s choice when picking their holiday and TUI don’t seem to understand or care about this importance to customers. We feel cheated, let down and completely uncared for and needless to say we are unlikely to ever book with TUI again if this is how they treat customers.