Jet2.com Customer Service Issues

Flight number SL541, booking reference [redacted]/W19H. The flight was delayed 48 hours due to a sandstorm in the Canary Islands. Despite living locally, we were not provided a hotel stay but could claim for taxi expenses to and from the airport. I possess receipts and seek guidance on claiming this reimbursement. On the following morning, a taxi arrived just as Jet2 advised us at 6:30 am not to proceed to the airport and to await updates by noon. Subsequently, with no further communication from Jet2 after 6:30 am on 24/02/[redacted], we had to rely on airport and Jet2 websites for information, leading to uncertainty about our travel plans. Information was finally revealed in the mid-afternoon that the flight would be delayed until 9:30 on 25/02/[redacted]. Learning that other passengers, specifically locals, were accommodated at nearby hotels with meals and assistance while we received no such support exacerbated the ordeal. It felt unjust and lacked the expected duty of care. I aim to claim compensation for the lack of duty of care and the additional taxi costs incurred. Sincerely, Lorraine Harrison (Angela Harrison)

I'm trying to reschedule my holiday to Costa del Sol from April 30th to October 12th for 7 days. Everything remains the same including the hotel, airport, board arrangements, duration, and seats. However, I was informed over the phone that this change will cost me £[redacted]. I find this amount excessive considering the similar price for April 30th online. They mentioned a £[redacted] fee for changing the booking, so I'm unsure about the additional £[redacted] charge. I'm a loyal customer of Jet2 and have always been satisfied with their service. Could you please provide me with a breakdown of the costs for this change? My booking reference is [redacted]/S20H. Thank you.

Subject: Disappointment with Upcoming Renovations at Luna Holiday Complex Booking Reference: [redacted]/W19H Monday, 09th March [redacted] Dear Sir, I am writing to express my disappointment upon receiving your email regarding the renovation work at the Luna Holiday Complex. My spouse and I only made our reservation with your company on the 2nd of March, merely a week ago. Unfortunately, this situation is a deal-breaker for us as tranquility is paramount during our holidays. If we had known about the renovations beforehand, we would not have chosen this destination. We attempted to find an alternative self-catering apartment in Malta within the same price range on your website, but regrettably, we were unsuccessful. While we acknowledge your preemptive notification, we have no choice but to request a cancellation of our holiday booking and a refund of the £[redacted].00 deposit that we have tendered. Yours sincerely, David S. M. Little

Booking Reference: [redacted]/S20H Travel Date: June 20, [redacted] Dear L.K., I recently received an email with the following information. I am interested in switching resorts or potentially canceling my upcoming holiday. It has come to my attention that the Loule Municipality is performing renovation work at Vilamoura beach and promenade. There may be some noise and visual disruptions during this period.

Booking Reference: [redacted]/S20H Hello, I have a family booking with your company. Unfortunately, my daughter's boyfriend, Mr. Ryan Green, has lost his job. He has paid a £60 deposit, and the balance of £[redacted] is due to come out of my bank next month. If he is unable to come on the holiday, could you please provide information on the cost he would incur? I need to advise him as soon as possible. Thank you.

This morning, I attempted to change the flight dates for both my husband and myself using the Change Booking page on Manage my Booking. However, only my husband's booking was successfully updated, not mine. The booking reference is 25R8JX, and I have already paid £[redacted].50, which includes the £35.00 change fee. I intended to modify both bookings, so I am unsure why only one was changed. Do I need to revisit the page to modify my booking separately and incur another £35.00 change fee? Thank you, Rosemary Aldworth.

I have a booking ref number [redacted]/s20h for a holiday in Tenerife on 15th June. Unfortunately, I cannot travel due to medical reasons. Is it possible to transfer my payments to another holiday booked for September in Turkey with booking ref number [redacted]/s2oh instead of receiving a refund? Thank you, Ann.

Hello, I am writing to request the cancellation of my booking with the reference number [redacted]/S20H. I have attempted to cancel the booking over the phone, but I have been directed to live chat, which is currently unavailable. The manage my booking section also does not provide an option to cancel. I understand that you may be experiencing a high volume of inquiries from travelers with bookings in the next 7 days, but I would like to cancel my booking within the next 24 hours. Please confirm the cancellation of my booking to ensure that I do not incur any charges. Today marks 72 days prior to the date of travel, and I was informed by one of your advisers a couple of weeks ago that if I canceled before 70 days, there would be no charges or further payments required. Thank you.

I would like to inquire about the status of the April 1st holiday that I recently booked. The payment was pending until today when it was finally deducted from my account. However, I have been informed that nothing is being processed. If this is the case, I kindly request a refund as soon as possible. I have been trying to reach out since Friday to address this issue. I understand it's a busy period, but it is frustrating that payment was taken despite the company being aware of the situation since Friday.

I received an email stating my holiday to Italy in late June has been canceled. However, another email I got today mentions deducting money for the same holiday. I want to confirm if this is a mistake. Hello, Mr. M, Your holiday is just around the corner, and we hope you are excited! This is a friendly reminder that the balance for your holiday with booking reference [redacted]/S20H is due on Tue 14 Apr [redacted], four weeks from today. On that date, the remaining amount will be automatically charged to the original card used for the deposit. If your card details have changed, please update them in Manage My Booking. Feel free to make advanced payments or change the balance due date in Manage My Booking as needed. It is crucial to settle the full amount on time to avoid the risk of cancellation. Ensure the remaining £[redacted].00 is paid within seven days of the due date to secure your holiday. Enjoy your trip! Best regards,

Subject: Urgent Issue Regarding Tenerife Holiday Cancellation Good morning, I received an email yesterday stating that our holiday to Tenerife was canceled, resulting in a loss of £[redacted].42. We did not cancel this trip; it was canceled by the company. The booking reference is [redacted]/W19H. I have a hearing impairment, so I am unable to call to resolve this matter. Both my partner, Clark B, and I have sent multiple emails to Jet2 without a satisfactory response. Clark is currently attempting to contact them by phone from his workplace. This situation is completely unacceptable. Jet2 canceled our holiday, not us. According to the terms, in case of Jet2 canceling, a full refund or an alternative is to be offered. Please address this promptly; otherwise, I will escalate this through media channels as I have a public presence in the music industry. Thank you, Catherine J C

Subject: Assistance Needed with Refund Request for Booking Reference: 24NR9D My husband and I, along with friends, had made flight reservations with Jet2.com for a trip to Madeira on the following dates: Friday, March 13: Flight LS1225 Monday, March 16: Flight LS1226 Unfortunately, our friends, Mrs. C. Hughes and Mr. C. Hughes, faced an unforeseen circumstance when their car was stolen on Thursday, March 15. This incident prevented them from traveling as planned. Understandably, given the personal impact and the delay in police assistance, they were unable to make the flights. Could you please outline the process for obtaining a refund for the flight expenses and the advance seat booking charges made in good faith for this reservation? Flight costs: £[redacted].00 Seat reservation costs: £49.00 Total refund requested: £[redacted].00 I appreciate your prompt attention to this matter. Thank you, D. Gill

My wife and I had our return flight from Faro to the UK canceled due to the Coronavirus. Our flight confirmation number is 23WTNW. Yesterday, I contacted your team to inquire about the available alternatives. Unfortunately, none of them worked for us. I was told I could arrange another flight and be reimbursed the original cost. When I called back, the only available flight was too far away, causing issues with returning a hire car out of hours. I was informed about possible repatriation flights but received no further details. This morning, I tried to get confirmation before all flights to the UK were fully booked. Instead, I received an auto-email stating a response might take up to 21 days due to high volume. All I am seeking now is to cancel my booking, which I have already done via email and text, and request a refund as promised within the next 28 days. Regards, D. and S. Woolner.

I recently had my flight from Dalaman to Manchester on 3rd April, Flight LS922, canceled with the booking reference 2472R7. The cancellation email I received was unclear and mentioned a limited number of flights available but did not specify which flights or where they were headed. I tried calling [redacted][redacted] twice, waiting over 40 minutes each time without reaching anyone, only to be told the website was updated, which was not accurate. Desperate to get back home, I attempted to book with other airlines but found all flights to be full. When I called again today, the message directed me to live chat, which I found difficult to locate. I am currently stranded in Turkey and wondering if it is the airline's responsibility to arrange my journey home since I originally booked through you. I am eagerly awaiting your response. Best regards, Trevor

My wife, who has a low immune system due to non-Hodgkin's disease, has just been told by the NHS that she is one of the 1.5 million individuals who must undertake complete isolation for 12 weeks. We were supposed to travel to Tenerife on May 9th, but now with the situation worsening, it's impossible. Our hotel in Tenerife is closed until at least June 15th according to the Spanish authorities. Under these circumstances, we cannot risk traveling this year due to the uncertainty surrounding the Coronavirus. It may have to be postponed until next year for safety reasons. Your understanding in this matter is crucial as my wife is extremely anxious, and I share her concerns. As the leader of a group of six seniors, our travel plans have been disrupted, and we must make decisions considering everyone's well-being. Thank you for your prompt attention to this matter. Sincerely, Ian Carter

Hello, I interacted with Jet2 staff at Fuerteventura airport who informed me that the only available flight was to Glasgow Airport, but I had booked a flight to Birmingham Airport. Despite my attempts to contact Jet2 between March 16th and 20th, I couldn't resolve this issue. On arrival in Glasgow, the Jet2 representatives were unaware of our situation and we had to take a taxi to Birmingham at a cost of £[redacted]. We were assured there would be transportation arranged at Glasgow Airport, which unfortunately was not the case. I am a 75-year-old passenger and my spouse is 76 years old. I have the taxi receipt as proof. I am inquiring if Jet2 will reimburse me for the incurred taxi expenses. My Jet2 reference number for the return flight is 23VMWZ.

I am employed in the Czech Republic and had plans for my wife to come visit on April 26. Our intention was to return together to Newcastle three days later. My booking number for the Prague to Newcastle flight is 26C6YE. Due to the flight cancellations until September [redacted], I need to modify our travel plans. I would like to reschedule both flights to depart from Newcastle to Prague on Friday, October 23, and return from Prague to Newcastle on Monday, October 26. Despite attempting to make the changes online, the system does not allow me to do so because my original itinerary was Prague to Newcastle and then back to Prague. Since my work contract concludes at the end of July, I will not be in the Czech Republic as initially planned. Your assistance in adjusting the flights accordingly would be greatly appreciated. Thank you for your help. Best regards, Terry E.

We made a reservation at Arena Suites in Fuerteventura on March 13 but were only able to stay there for 3 days before being moved to Arena Beach due to the coronavirus. While we understand the circumstances, we were disappointed with the alternative hotel as it lacked the comfort and amenities we expected. Upon arrival at Arena Beach, we found the pool closed, sunbeds removed, and the lobby bar shut down, making our stay less enjoyable. This experience has left us feeling let down, especially since we were celebrating our 44th wedding anniversary. Although we appreciate the measures taken, we believe the situation could have been handled better, and it has made us hesitant to travel abroad again. We have always been loyal customers of Jet2 and have enjoyed many holidays with them, but this experience has dampened our trust in future trips. We feel it would have been better if our flight had been cancelled earlier given the circumstances.

I made a flight booking with Love Holidays under booking reference 22ZL7C for a flight on 21st March [redacted]. The flight was cancelled, and Love Holidays issued refunds for a bag and online check-in as well as seats, but the money was sent to my closed account. The £[redacted].60 refund for the flight itself was sent to Love Holidays, but I haven't received it yet. Nationwide confirmed they can transfer the £46.00 refund to my new account if I raise a dispute, but Love Holidays is unresponsive. To expedite the process, I need an email confirmation from Love Holidays that the flight refund was sent to them. I hope my bank can resolve this with that information. I regret booking through Love Holidays and seek your prompt assistance. Sincerely, ANN FLETCHER

I have been attempting to reach Jet 2 via phone continuously with no response (waiting for over an hour without answers) regarding flights booked from Leeds/Bradford airport on 13/4 to Alicante return (reference 25TXFE). These flights were canceled some time ago due to government restrictions. I understand that you are facing immense pressure during this challenging time, but the information on your website is not sufficient. I require a refund as I am unable to reschedule at this moment. Your website states that the only way to receive a refund is by calling, but the calls are not being answered. It would have been beneficial if you had emailed all affected customers about the cancellations rather than shifting the responsibility to us. I have always been a loyal Jet 2 customer and believe the company stands out among other airlines, so please uphold your reputation during this challenging period. I kindly request a prompt full refund and an email confirming this. Regards, Martin Gallagher.