Holly HY / 24 February 2025 / Categories: City, Hotels & Travel, Transportation & Parking, Travel and Holidays, Transport, Flights

Jet 2 Flights and Holidays

It may sound like value but it could cost you big style in the end

I didn’t actually expect a better response when I got the call from Jet 2 this morning in response to my complaint sent a week ago.

I have asked for them to put their response to my complaint in writing and email it to me, as their argument for doing absolutely nothing to rectify the situation hinges on an email they say they sent on 15th February which I never received but they have not yet sent any confirmation the said email was ever even sent and no acknowledgement of any wrong doing on their part.

The issue centres around a flight change, a long conversation with a jet 2 agent Graeme via what’s app, Jet 2 taking payment for a flight change leaving one day earlier, but absolutely no information regarding a 2 and a half hour time difference which meant missing the flight completely and more expense to fly to a completely different airport, the only other flight that day.

Here was the complaint sent via email to Jet 2 customer.services@jet2holidays.co.uk February 18th, 2025

“I booked to go to Tenerife departing last Monday 10th February, returning Tuesday 18th February, flight LS1294 departing Tenerife South at 15.35 arriving 20.10 Birmingham International.

On Saturday 15th February I connected with Jet 2 from Tenerife via whats app to change the returning flight to a day earlier due to a family emergency.

I have attached the whole conversation with Graeme to this email.

I was charged £166.40 to change the flights to the previous day 17th February.

I did not receive any email confirmation of the flight change. I did not receive any email confirmation of the payment for the flight change.

We had paid an upgrade for assigned seats on 18th February which Graeme couldn’t get on the 17th February, he didn’t deduct that fee from the £166.40 change fee but said £41 would be refunded in 5-7 days.

He never gave us a new flight number or a new flight time.

When we arrived at Tenerife South airport to check in for our new flight on 17th February, departing we believed 15.35 (at around 13.05) we were told the flight had already departed and there wasn’t another one until the following day, the flight we were originally booked on.

We were advised to go to the Jet 2 sales desk in Tenerife South to try and sort it out. We were assisted by Dayandra who told us we were responsible for the flight time and to refer to our confirmation email.

We told her we never got any email, only the original confirmation as it was a flight change due to family emergency. We showed her the WhatsApp conversation attached below where no mention was ever made to a different flight time and no information regarding a different flight number.

Dayandra recognised our predicament and phoned Jet 2 in the UK to relay what had happened and try and get us on the only other flight that day, not to Birmingham where our car was parked but to East Midlands, the closest available.

When she got off the phone she told us Jet 2 took absolutely no responsibility for us missing the flight. She reiterated all the information was in the confirmation email never received and it was our fault.

We protested there had been no confirmation email, no receipt for the additional £166.40 payment and showed her the entire WhatsApp conversation where no new flight details were mentioned.

We asked how we were supposed to know the Jet 2 flight on the 17th February was departing 2 and a half hours earlier than the flight on the 18th February?

She didn’t couldn’t say anything except I am so sorry.

We asked if we could speak to Jet 2 in the UK to explain what had happened on her line. She said no.

The only thing Dayandra could do to get us back to the UK was to sell us another 2 flights from Tenerife South to East Midlands flight no. LS634 at an additional cost to us of €290.

We’d like to ask Jet 2 when we paid £166.40 to change our flight from February 18th, to February 17th, how we were supposed to know it left at a totally different time without any email confirmation or receipt of additional payment?

We’d also like to ask Jet 2 why we were not given this vital information in the WhatsApp exchange with Graeme?

With a family emergency, our car parked in Birmingham, landing in East Midlands, UK and additional cost of a taxi to pick it up, we would like to be compensated and offered a full refund for the €290 euros paid for the flights to East Midlands, flight no LS635 17th February, 2025 as this is clearly a big mistake on your part”

An anonymous customer service agent from Jet 2 has just called me and effectively told me it’s your fault, they sent an email on 15th February which I have absolutely no record of, nor do I have any record of the change fee paid, £166.90 or any receipt for the further £290 I had to pay to get back to the UK even though it was to a completely different airport.

The key for me was not what happened, even though it was super stressful at a time when embroiled in an emergency was how heartless and detached the staff at Jet 2 were.

All I was able to do was tell the unnamed agent, how a business that treats people with such cold disregard will not survive in the end and that I could NEVER travel with them ever again after this horrific experience.

I will be writing to the boss Robin Terrell who I believe is based in Leeds Yorkshire although I don’t expect anything to be done.

In my experience when a business is rotten at the bottom it starts at the top.

I am also still waiting for a £41 refund for the upgrade seats we’d already paid for and lost due to the change. Jet 2, instead of subtracting that from the change fee, insisted I pay the total £166.90 including allowance for two checked bags not requested I didn’t need and said they would refund £41 in 5-7 days. Why not deduct the £41 from the change fee immediately? Thanks for that Jet 2.