By way of introduction my name is Paula Lloyd and I travelled with my husband and two children on flight MT1312 1400hrs Cardiff to Larnaca on Sunday 28th July 2019. Back in January 2019 I purchased 4 x extra legroom seats in row 25. Upon check- in using online the system jammed and seats were accidentally reallocated. When I enquired immediately through Online Chat service, I was assured that if I cancel the check in on line then the seats would be released. The agent confirmed that the seats had not been changed as she walked me through the system to cancel the check in. On the day of the flight at the check in we were given our boarding tickets and made our way to the departure lounge. It was then we noticed we were given the wrong seats. We were not allowed to return to check in downstairs but was told to wait until the gate was open where our issue would be resolved. Immediately at the gate we explained the situation to a member of the Swissport team, (the same female that issued us with our boarding passes) that we were given the wrong seats. We were meant to be row 25 that were purchased in January). The rows allocated to us were 26 and 28- thereby losing the extra legroom seats I purchased, and this error also separated my family on the flight. At this point, nobody had boarded the plane and we were told to sit down and wait behind the red taped off barrier. Then the staff allowed everyone to board apart from us, then came across and told us there was nothing they could do; the seats we purchased in January were showing free on the system and therefore given away and that there was nothing that could be done. My husband and I disputed that nothing could have been done as at the time nobody was on the plane and the female had given away our seats. When we suggested the could easily recall 2 sets of passengers in rows 26 and 28 to exchange seats. One female told me, "well perhaps they had booked them as well!". I said, that that can't be true, and she had already admitted they were free in the system on check in which is why she allocated them. My husband and I asked the 2 females from Swissport to try to fix it, they reluctantly made an enquiry on board, but a lot of passengers had boarded by then and we were left waiting behind barriers at the gate. The two females returned to say they could only give us 2 original seats back. My husband and I were both outraged and challenged this decision and we asked to see the manager. A young man arrived who threatened with "unless we board the plane, it will leave without us! I explained we needed a seat as my husband needed to stretch his leg out occasionally, being 6ft 2 with a hereditary blood condition (which by the way there are no effects), the one lady dealing with us became argumentative and aggressive towards both my husband and I, and told us my husband would not be allowed to sit in the seat because of his condition. That fact was untrue, he is medically fit. Another argument ensued as she used the information, I gave her as a reason not to sort out the seating error. It was the same female that told us she gave the seats away and that she not prepared to change the seating and at least try to rectify. I showed my booking to her at the check in, it clearly stated 4 seats in exit row 25. In all the years flying across different airlines, my family have never been so ill treated by Swissport staff. A problem that could have easily been resolved was totally disregarded. My 14-year-old daughter is a nervous flyer and was separated from me and was on the other side of the plane. To be treated with such disrespect is appalling. Once boarded I was so upset had to be comforted by Thomas Cook Manager on board by the name of Sophie who was very understanding and couldn't have been more empathetic. We were informed in flight by two of the crew that there had been multiple complaints with Swissport staff at Cardiff. Regarding the female at the Cardiff to Larnaca check -in on MT1312, she most certainly does not uphold any of your "Three Ps" as here behaviour towards customers is sub- standard As such, we focus on the principles of sustainability and compliance, living by the "Three Ps": • People • Professionalism • Partnership The ongoing professional development of the people within the Swissport family ensures that: • We show respect towards our people and their values; we do not compromise on safety and work with enthusiasm and enjoyment. • We are pioneers; working constantly on achieving sustainable results, we creatively explore new options and improved solutions. • Continually striving to exceed the expectations of our clients and our commitments, we deliver excellent service; in any place at any time. The female involved showed us no respect, moreover she had no intention of finding a solution, she fell way short of exceeding expectations and delivered a very poor customer service. In summary we were ill- treated. This was a problem that could have easily been resolved but it escalated to the point where myself and my husband were bullied. If that wasn't enough, upon collection of the suitcases at Larnaca, one of our cases was found to be very badly damaged. A hard-shell case had been mishandled, there was a large hole in the shell of the case, punctured mosquito spray that contacted with ink from a carrier bag that dissolved on our clothing! I cried for the best part of the flight along with my teenage daughter who was separated from me for nearly 5 hours. No effort was made to resolve the predicament, it wasn't difficult to do, the Swissport staff particularly the check in female (dark hair with dark frame glasses) were certainly not upholding your company principles. Our whole airport and boarding experience was dreadful- what an extremely upsetting way to start our holiday. I hope something can be actioned as a result of our experience. Regards, Paula