“I needed to move my flight as I was advised not to travel and spent 6 days trying to get through by telephone and sent numerous messages and emails - no reply. I hope this does not mean that I have lost my money as I have done everything I could. I should have been flying this morning and still no reply from Jet2 - what a disgrace.”
“Last Tuesday (24th August) I arrived at Bristol airport for a luxury Jet 2 holiday costing £7.5k that I and extended family had much been looking forward to. My husband is an NHS keyworker who was separated from myself (his wife) and 3 young children during both lockdowns due to the risk of covid transmission. This has been a very difficult year for us all. My parents were also joining us, and my mother was celebrating her recent recovery from Covid.
When we checked-in, in good time, at the Jet 2 desk at Bristol Airport for flight LS1831 on 24/8/2021, my husband, Charles, was rudely informed that he would be barred from flying since his passport would not be considered valid. My husband had 9 months validity left on his UK passport (expiry 05/2022) and his passport was less than 10 years old (issued 10/2011) which in fact satisfied both EU requirements.
However, the check-in assistant and duty manager both referred to the UK government “advisory” which suggests that passports which have been renewed within the last 10 years *may* not have the additional months beyond a 10-year period counted towards the passport validity. This is guidance and not related to fact and is based on the assumption that some travellers may stay for the entire 90 day period allowed by the EU entry stamp.
Here is the link to the EU rules, which make no mention of date of passport issue. Instead, the rules simply state:
“If you are a non-EU national wishing to visit or travel within the EU, you will need a passport:
valid for at least 3 months after the date you intend to leave the EU country you are visiting,
which was issued within the previous 10 years”
In fact, Jet 2 should have been following EU rules rather than UK government advisory as written about in the Independent here:
https://www.independent.co.uk/travel/news-and-advice/travel-passport-eu-brexit-uk-b1909813.html
By barring my husband from the flight we had paid for, Jet2 was in breach of European air passenger rights rules. According to the Independent, Jet2 has already had to pay out compensation to passengers for having made this same mistake in the past. I am amazed and appalled that this learning has not been cascaded down to your team at Bristol Airport.
As you can imagine, this experience caused significant distress for all involved. My children were all in tears and my elderly parents were both deeply shaken. This is not to mention the distress caused to my husband and I. Extraordinarily, having delivered this bombshell and seeing the effect her decision had caused, the Jet 2 Supervisor, who told us her name was Jemma Airs, offered no solution or support. She also refused to listen to our explanation that she was mistaken.
She even admitted that had we not chosen to check in at the desk, my husband’s date of passport issue would never have been registered and he would have been allowed on the flight. Jemma claimed that Jet2 could not run the risk of having to bring Charles back were he refused entry by the Greek authorities (despite the fact Jet2 had a half-full flight coming back that very evening). I explained that Charles had needed to fly to Spain the month prior and had had no such issue raised by British Airways when he flew. I also offered to sign a waiver that we would cover the cost of his return in the extremely unlikely event he would be refused entry by the Greek authorities.
Her attitude was entirely galling considering the distress my children were in, plus the personal risks my own husband has taken over the last year.
Since we recognised that Jet2 were in the wrong and this was an incorrect interpretation of the rules, my husband travelled to Heathrow later that evening alone and, using the same passport, caught a series of overnight flights in order to join us on our break. He arrived exhausted and distressed and spent an inordinate amount of money for travel for which he had already paid and to which he entitled. To add further insult, we have since received an email from Jet2 recommending we lie to our travel insurance company by claiming that my husband was a “no-show” who could not fly due to “personal circumstance”.”
“Just a bad experience, booked in January for October. At the time told they are moving holidays with no charge if not practical to go.
Called to speak to someone, can’t get through. Do the watts app chat, still not had a response after 8-9 days.
Manage to speak to someone and told us £160 to move the holiday. I m not willing to as there is not sure we will be able to go for new date depending on government policy.
Having just looked through Facebook comments for Jet2 it seams they have no issue cancelling people’s whole holiday if that makes jet2 more money due to a plane not being full but won’t help you move your holiday.
Will be going elsewhere for future bookings”
“JET2 HOLIDAYS YOU CAN’T TRUST!!
After more than three months at last a voice – Jet2 Jason agreed entirely with our complaint however insists Jet2 will not refund us for the four days ruined of our eight days in Lanzarote+two days travel (£2,700.00) due to their Email sent within 24 hrs of landing telling us we had to return!
During that week we met very many other tourists – customers of Easy Jet, Tui & Ryan Air.
None of them were told they were suddenly grounded – it was only JET2 HOLIDAYS!
Yes we have now had contact however totally disagree with their reasoning. We appreciate this was Jet2 decision however why should Roy & I pay for same?? BAD BUSINESS!
Maureen Martin & Royston Flavel. Ref: 7927863/W20H”
“I am taking Jet 2 to ABTA complaints. Arrogant aggressive company do not book with them . Ignored FCO advice on non essential travel expecting customers to travel at there risk . Moronic staff that need training”
“Appalling Company with arrogant badly trained staff that give incorrect advice. Phone lines do not work and they force customers to take holidays against FCO advice and then refuse refunds . Do not book a holiday with them there service is appalling.”
“We had an excellent service from Jet2 during our holiday to Cyprus. Great value holiday. Painless booking, painless at the airport and painless transfer. Plenty of reps on hand at the airport when we got to Cyprus. Transfer to go home arrived (and on time!). Reps at the hotel always there every day to book trips. Far, far better than another well known long established tour operator. Would highly recommend and will be booking with them only from now on.”
“My family and I are trying to book a family holiday for 6 adults and 3 children to Gran Canaria for August 2019. We all went to book the same hotel and flights at the same time on their website and were all offered a price of £2365 All inclusive per family of 3.
My wife and I managed to book our "holiday" and paid the £180 deposit to secure whilst waiting for our payment to complete, my fathers booking and brothers booking failed, they went to book again and the price had gone up by £500 PER ROOM!
We phoned to speak to someone about this and got through to someone working at home! They obviously have no idea about consumer law as we all entered into the contract at the same time, accepting the same price!
They have tried to claim that the "last free child space was taken when you booked", This is not stated on their website anywhere and it's strange that on first trying to go back in and book, the offer for £2365 was still there, it isn't until you click to book that suddenly the free child space mysteriously disappears!
They flatly refused to accept that their policy means nothing compared to UK civil law and would not cancel my booking and refund the deposit there and then either.
I would advice everybody to avoid this company like the plague!”
“A good service from the offset. Flight great, only thing that let there side down was the rep (or lack of) didn't see one all holiday apart from a quick hello on arrival at Faro, then put on a coach for transfer not knowing anything. Great hotel, great destination. Upon return, again, no rep on coach, got to airport and was greeted by a "group" of reps sitting and smoking on a wall who couldn't really be bothered now that holiday was over. So really, only thing letting company down are the holiday reps. The airport check in girl was faultless though.”
“#JET2holidays - 'a company you can trust'... they say. You can trust this company to completely ruin your holiday plans and devastate your children. The worst of all companies we have ever dealt with.... so do yourself a favour and use #ThomasCook. Left us no alternative but to get a refund, giving us only one week to find an alternative holiday to the one booked 6 months ago. This company gave us one weeks notice to find an alternative holiday due to their incompetence. We are left with devastated children who were looking forward to their holiday in Crete. But the £75 compensation will more than cover the Travel Lodge booked at Edinburgh airport so we shouldnt grumble......grrrrrrrrrrrrr. Stay away from this company.”
“have just returned from santa ponsa park hotel very disappointed worstbjet2 holiday first room we were given was tiny second one a lot better but fridge did not work when I complained was told it was a cool box not a fridge but was not coolhad adrip from the bathroom above us which was never fixed and there was no hand sanitizers at restaurant very disappointed”
