Jet2.com Customer Service Issues

During our trip to Marmaris in Turkey on June 12th to 19th, [redacted], my daughter had an accident upon arriving at the hotel. She fell on the stairs as we got off the Jet2 transfer bus, turning our vacation into a nightmare. The reception staff at the hotel helped us get a doctor and we ended up at the hospital around 3 am. The hospital experience was challenging due to communication issues. What upset me was that the Jet2 rep left abruptly with the bus driver and did not handle the incident report. Even at the hotel, we had trouble getting proper assistance. My daughter suffered tissue damage to her feet and needed an x-ray. We faced difficulties, including getting a wheelchair at the airport. The whole holiday turned into a distressing experience, and we could not enjoy our planned activities. My daughter is still in pain and unable to walk properly, making the entire trip extremely upsetting for both of us.

We are scheduled to travel to Gran Canaria on July 31 for a two-week trip. Recently, we were informed that our hotel accommodation has been changed to a different resort. We are disappointed as we had a wonderful stay at our previous hotel in San Augustine and were looking forward to our return this year. The new hotel is in a town with noisy surroundings and steep stairs leading to the beach, making it challenging for me to access due to my health condition. While we accepted the relocation, the issue arose when my husband received an email stating we had a sea-view room, but upon checking the vouchers, we found that our room overlooks the busy road and construction sites. To add to the frustration, my daughter and her partner received better compensation and a sea-view room. We have tried to resolve this with the company, but they haven't responded after promising to call back. Additionally, there was confusion with the booking emails, as both sea-view room notifications were sent for my daughter's reservation, causing us to misunderstand the situation.

Regarding booking reference 2W3CQC, My mother, Mrs. P Cole, made flight reservations to BHX on the 18th of July twice. The first booking was canceled due to my father's health issues, but he is now well enough to travel. After struggling to reach Jet2 by phone, she spoke with James Holland from customer services who approved changing the passenger details and rescheduling the flight for a different date to avoid losing the money paid. Jet2's policy states that flights are non-refundable. She wishes to transfer these flights to me and my partner. However, we have already flown with Jet2 to Cyprus on the 6th of June this year and we have no more vacation days remaining for this year. Can we please transfer these flights to [redacted] and use them for a return trip on the 5th of May [redacted]?

I am confused about your charging policy for seat allocation. Initially, when you assigned seats for me and my wife, it was free. However, on the return flight, we were placed in different seats. When trying to change to the same seats, I noticed you wanted to charge me. This doesn't seem fair, as there are still available seats for us to sit together. It appears to me that this may be intentional on your part, as you are wanting to charge for something that was initially free. My wife is a nervous flyer, and it is important for us to sit together to provide her comfort. I have taken screenshots on two laptops to illustrate this discrepancy in your policy. Please clarify your policy, as this situation does not feel right to me.

Our flight from Dubrovnik to Stansted was cancelled by Easyjet on 27 June [redacted]. Fortunately, we were able to book tickets with Jet2.com and travel on 28 June without any issues. Easyjet requests confirmation that our Jet2.com tickets were economy class in order to process our refund. I emailed Jet2.com on 4 Sep [redacted] to request this confirmation but have not received a response as of today, 6 Oct. A Jet2.com agent on 25 Sep verbally confirmed that they only offer economy class flights but indicated that formal confirmation must come through Customer Services, the same number I contacted. All we require is an official email from Jet2.com verifying that our 28 June flight from Dubrovnik to Stansted was indeed in Economy class.

I am Mrs. E.S., and I was traveling with three companions on the return flight from Alicante to Leeds Bradford on October 13th, which was diverted to Manchester. The flight number was LS272, and my booking reference was [redacted]/S18H. Upon arrival in Manchester, we were informed that due to the rugby final, there were no coaches available to take us back to Leeds Bradford. We were advised to arrange our transportation back home, resulting in us taking the train at a cost of £[redacted].20. We disembarked at Dewsbury, where family members collected us, although it was very late in the evening by then. Additionally, two of our group were unable to sit in their booked seats on the flight as they were occupied by other passengers assigned by the flight attendant. I kindly request a full refund for the train tickets and believe some compensation is warranted for the inconvenience we experienced in arranging our own journey back home. Thank you for your attention to this matter.

I made an error when booking my luggage today. I accidentally booked 2 suitcases for my husband and 2 for myself when I only need 1 each. My booking reference is 2YBZVV for a flight from Faro to Manchester on September 7th, [redacted]. I received an error message when trying to correct it on my own. Thank you. S. Dunkinson

Dear Sir, I have reservations for my family over the Christmas and New Year period at The Fantasia Bahia Principe with Booking Ref. [redacted]/W18H, on an all-inclusive basis. We only stay in quality 5-star establishments during our travels around the world. The quality of the food at the hotels we stay in is crucial to our vacation experience. It has come to my attention that this particular hotel has received criticism on social media for serving food that falls below acceptable standards. Reports mention issues like cold food, limited options at the steak restaurant, and subpar offerings at the Italian restaurant. I am concerned about this feedback and am seeking reassurance that the hotel management is actively working to address these concerns. I apologize if these reviews are unjust, but as we only have one family holiday a year, it is important to us. If these issues cannot be resolved, we may need to consider changing our hotel to ensure a satisfactory experience. Best regards, Kevin P.

Good afternoon, I am seeking assistance. Today, I received unfortunate news that my beloved pet dog had essential surgery and will require constant care upon returning home. Consequently, we had to cancel our upcoming holiday scheduled for tomorrow, booking reference [redacted]/W18H. Despite my attempts to reschedule or transfer the booking to a later date or another vacation with Jet2 in June, none of the company representatives were able to help. Regrettably, I had no choice but to cancel, resulting in a loss of £[redacted]. I kindly request a review of the situation to explore any possible options to keep my loyalty to Jet2. However, if the support during this crisis cannot be improved, I am considering canceling my future booking with reference [redacted]/S19H on June 25th. Restoring my faith in Jet2 is essential to me at this time. Best regards, G. Makin

Subject: Re-sending Complaint about Meal Quality on Flight LS614 Hello, I hope this finds you well. I am following up on my previous email regarding the poor quality of the pre-booked meal on my recent flight LS614 from Fuerteventura to EMA. Unfortunately, I experienced a power cut and may have missed your initial response. I had pre-ordered the Beef Thai meal, but it was disappointing. There was only one small piece of beef and an unexpected abundance of potato. As a person diagnosed with Coeliac disease, it is challenging for me to select gluten-free options without adequate allergen information on your website during meal pre-booking. On a positive note, the Rich Beef Casserole I had on the outbound journey was delightful compared to this experience. I would appreciate it if you could kindly resend your reply at your earliest convenience. Thank you for your attention. Warm regards, D.C.

Since yesterday, I have been experiencing issues connecting to jet2.com to make a flight booking. I have tried on different devices and browsers, but I keep getting "access denied" or timeouts after around 5 minutes. I ran tracerts to both jet2.com and jet2holidays.com. The tracert to Jet2 times out after 14 hops, while the one to Jet2Holidays completes in 14 hops. I am located in the USA, which makes the international customer service number the only option for me to call. Could you please assist me with making a booking?

In November [redacted], I booked a one-week package holiday for my partner, son, and myself, paying £[redacted]. I have noticed that the same holiday is now being offered at a discount of £[redacted]-[redacted], including a free child place. I am disappointed that this option was not available when I originally booked, as my son, who is 6 years old, could have gone for free. I find it unjust and am considering escalating this issue if not resolved promptly. The lack of transparency regarding the possibility of adding a free child place to the same package post-booking is concerning, as your terms and conditions did not clearly mention such an option.

Hello, I need some help with checking in for our flight from Birmingham to Krakow tomorrow morning. The website mentions that online check-in should be available from 28 days up to 5 hours before the flight, but I am unable to find this option for our 7 a.m. flight. Additionally, when we attempt to add luggage, we are being charged an extra fee for airport check-in on top of the subtotal. Could you please assist us in figuring out what we might be doing wrong and how we can ensure that we secure seats on this flight? Thank you. Best regards, D.S.

Regarding my outbound flight LS [redacted] from Glasgow Aiport to Tenerife Sur on 5/5/[redacted] with booking reference No. [redacted]/S19H, I faced an issue with my mobility scooter, a Livewell Jaunt Plus model. I left the keys in the scooter for staff convenience, but upon arrival at Tenerife Sur airport, I discovered damage to the key start and front body panel, as well as missing parts from the rear wheels. I reported the damage to a Jet2 representative. Upon returning to Glasgow, I reported the matter to Rachel Phillips, who completed a PIR report on Monday, May 13, [redacted]. I would appreciate a call to address this matter promptly at [redacted]4 or 0[redacted]. Thank you, Derek McLachlan.

I was on Flight NO. LS155 from Glasgow to Tenerife on 9th May [redacted] with booking ref: [redacted]/s18h. It was a terrible experience due to a rowdy stag party of about 28 drunk males seated near me. They were loud, behaving inappropriately, fighting, and using offensive language. The crew seemed unable to control them, making the situation intimidating. I was traveling with my sister and mother for my mother's 80th birthday, and I had to repeatedly request champagne as the crew avoided the disruptive group. Despite explaining my concerns to a crew member, the response was lacking. I felt let down by Jet2's failure to handle the situation, risking our comfort and safety during the 5-hour ordeal. It left me hesitant to fly with Jet2 again and I believe more action should have been taken before departure in Glasgow. The stag party's behavior was unacceptable, and their impact on our flight was distressing.

Currently on holiday, we were allocated a basement room without a balcony despite requesting one months ago. The room is inconveniently located down many steps, although we asked for a ground floor room due to my wife's disability. Covered with trees, even the staff joke and refer to it as the "jungle room." Our requests have not been addressed, and due to the poor phone reception in this area, we cannot contact home. Lacking privacy, the situation is quite stressful. The hotel is fully booked, preventing us from changing rooms. My wife faces difficulties navigating the steps daily, and we feel restricted inside most of the time. This situation is significantly impacting our expensive holiday, costing us over £[redacted].

Last Wednesday, my 67-year-old wife, her 41-year-old daughter, and 17-month-old granddaughter arrived at Manchester Airport from Fuerteventura. The folding pushchair was checked in at the last minute before takeoff. Upon arrival, we had to collect the pushchair at the carousel, which was quite a distance from where our plane docked. Carrying a toddler and all our hand luggage was challenging and has left the two women with aches and pains even two days later. In the future, it would greatly help if we could receive the pushchair as soon as the plane docks, similar to how wheelchair passengers are assisted. Best regards, Mr. David Eckton.

Hello, I am inquiring about traveling to Dalaman from Belfast on 7th Oct with my Emotional Support Dog. For my mental health conditions, my small dog provides valuable support. I have official documentation from my psychologist and my dog is registered. I would like to bring my dog in the cabin if possible, but am willing to have them in the hold if necessary. I believe that EU airlines should acknowledge and accommodate passengers with invisible disabilities like mine. Thank you for your understanding.

I am extremely disappointed with the service provided by your airline. We have been stuck on a plane bound for Crete, flight [redacted] from Manchester, for over an hour with no air conditioning and temperatures exceeding 40 degrees. Despite being told we missed our slot, there were three engineers onboard. After being asked to disembark and transfer to another plane, myself and other passengers, including children and the elderly, are left sweating and uncomfortable. We were only offered warm water in these life-threatening conditions. I anticipate many passengers will be reaching out to express their dismay at the situation Jet 2 has subjected us to. Currently, we have been informed via text that we will take off in 20 minutes after walking to another gate, but my confidence in this departure time is low.

I was on a flight from Girona to Leeds Bradford on Saturday, June 29th. I purchased a Can of Pepsi Max for £2.30, a Can of 7Up for £2.30, and a KitKat bar for £1.30, totaling £5.80. I requested to pay in euros at an exchange rate of €1.11 for £1.00, making my payment €6.57. However, when I paid with a €20 note, I received £8 in change. I'm confused about the discrepancy and wondering where the extra money went. I enjoyed my first flight but felt unsure about the currency exchange during the purchase. Any clarification would be helpful. Thank you.