Jet2.com Customer Service Issues

I received an email today stating that my flight to Cyprus on August 21st has been cancelled. Despite booking in April, the email claims I cancelled it, which I did not. I urgently need to speak with someone about this issue. After waiting on hold for an hour and a half, I am frustrated with the lack of customer service. Unfortunately, the Manage My Booking portal does not recognize my reference number 28GE5N. This situation is distressing, and the lack of staff assistance during this crisis is unacceptable. As I continue to wait on the phone, I question whether this is a scam and wonder if I need to make alternative flight arrangements. Visiting my property in Cyprus this year is essential, so I need clarity on my flight status promptly.

I am scheduled to fly to Madeira today with Jet2 from Edinburgh Airport. My booking reference is [redacted]/S21H. My sons, aged 15 and 12, had COVID on the 16th and 17th of July. They completed their isolation period and are now clear. Upon booking the holiday, I was not informed that individuals who had COVID in the last [redacted] days are exempt from presenting a PCR test. Unaware of this, I had them tested on Saturday, receiving the results on Sunday evening. One son's result was unclear, while the other tested positive. Can you confirm if they will still be permitted to travel? I have an email from NHS 24 confirming the dates of their COVID illness. Do I need any additional documentation from you? Please assist me as soon as possible.

Hello, I have a booking for November with reference number [redacted]/W21H. I have some questions regarding it. One member of our group is unable to attend. I'm looking to see if a name change is possible. Additionally, as the carer can no longer join due to medical reasons, how can I cancel their reservation along with one other traveler on the booking? If I decide to keep the main passenger (which is me) and cancel the other two, what would be the associated costs? Thank you for your assistance. R. Kelly

I would like to cancel my flights to Cyprus. I was informed a few months ago that there were changes to the flights and I could get a full refund. Trying to reach Jet 2 for weeks, but been on hold for over an hour with no response. Our departure was scheduled for September 2nd from Manchester to Larnaca on flight 26FH95/26E63T, and returning on September 16th on flights LS944/LS943. Thank you, H. D. H. Howe

I booked a holiday for October with reference [redacted]/s21h, but due to being furloughed during COVID and starting a new job, I need to cancel. Is it possible to transfer my payment to my parents' booking [redacted]/s21h due on 13/08/21? I've been trying to reach you for the past three weeks without success. Can you please assist me with this transfer before the payment date on August 13th? Your prompt reply within the next 24 hours would be greatly appreciated.

Booking Reference: [redacted]/S21H. I have been attempting to cancel my booking since the beginning of July [redacted]. I only paid a deposit of £[redacted].00 and did not wish to pay for the full holiday. I've lost track of the times I've tried calling and accessing my booking online, but the reference number is not recognized. Full payment has been taken, and I am unable to go on holiday due to a recent knee replacement. As a loyal Jet2 customer, I am hoping to reschedule the holiday for September [redacted]. I've tried reaching out on multiple phone numbers without success. A prompt response would be greatly appreciated. Thank you, S. Gibson.

Hello, our party has tested positive for Covid-19, and we are struggling to get the required documentation for travel due to conflicting information on your website. Our booking reference is [redacted]/S21H, and the affected passengers are Elaine S. and Elizabeth C. We are uncertain about the next steps as our GP is unable to provide the necessary certificate, and we have been unable to reach your customer service team successfully. We have already incurred expenses for PCR tests and are eager to proceed with our travel plans. Will Jet2 consider accepting a positive PCR test result as an alternative to the required documentation? This matter is time-sensitive for us. Thank you.

I flew from AGP/MAN on 9th August with Booking Reference 28XMLX. During the flight, there was a passenger who refused to wear his face mask despite being asked by the crew. This individual only put on his mask upon exiting the plane, indicating he was not exempt from wearing one. Unfortunately, I was informed by the NHS that someone on the flight tested positive for Covid-19, and now I must self-isolate for 10 days. Given that your airline prioritizes safety, it is concerning that the crew did not ensure the passenger wore his mask throughout the flight. My companions were Mr. Mark Wood and Mr. Robert Aldridge, and we were seated in 24 ABC. The passenger in question was possibly in 26A initially but later moved to 24A during the flight. I hope this issue can be addressed adequately. Regards, Norman C Walker.

I made a flight booking with Jet2 through BudgetAir.co.uk for July. The outbound flight from Bristol to Tenerife was on July 2nd, and the return was on July 17th. The booking reference is 28KMZH. After receiving an email on June 25th stating that my outbound flight had been cancelled due to travel restrictions, I am still awaiting my refund. The email mentioned a refund within 28 days, but I haven't received it yet. Despite contacting them via email on July 23rd and receiving an acknowledgment, I have not heard back regarding my refund. Feeling frustrated as I am unable to reach anyone for assistance.

I recently returned from Palma Nova earlier than planned and encountered several issues during my holiday, for which I filed a complaint. My husband and I have upcoming flights in September, but due to catching COVID and subsequent hospitalization, we are unable to travel abroad as we will test positive for 90 days. This situation has been exacerbated by my husband's long COVID. I tried to reach out for assistance, but was told to call back after the next government announcement, leading to frustratingly long wait times on the phone. I am seeking to either receive a refund for our holiday or put our flights on hold until we are both healthy enough to travel safely. I urgently require assistance from someone in customer relations or the Jet2 complaints department regarding these matters. Thank you for your help.

Due to an insurance issue, I need to adjust our return flights from Larnaca to Stansted from September 29, [redacted], to September 27, [redacted] (booking reference 28YVK8). I have attempted to make the change online, through the app, and via telephone for two days. However, the website keeps showing an "unexpected error." I have spent a total of 2 hours yesterday and 2.5 hours today (still on hold) trying to reach someone. While I understand the current busy circumstances, being able to make this change online would have been more convenient for me and less burdensome for your staff. I am aware there will be a charge for the change along with the price difference. If the administrative fee is £35 per person (my husband and me), I anticipate having to pay an additional £[redacted].22. Thank you for your attention to this matter. Janina K.T.

I had originally booked a flight to Tenerife for the 25th of September at 4:30 pm from Birmingham, but it was changed to 5:25 pm, which was okay. However, our return flight has been moved up by 6 hours, now departing from Tenerife to Birmingham on the 5th of October from 21:05 to 15:35. This change means we will be missing out on a full day and leaving the hotel before lunch. Our family, who planned this trip for a 51st birthday celebration after a tough year, is extremely disappointed. We understand flights can change, but we paid for an 11-day holiday and expect to have 11 days at the hotel, not just over 9. We noticed there is an earlier morning flight on the 25th at around 6 am, and we were wondering if we could switch to that flight given the significant time change. This change would greatly improve our experience. Thank you for your assistance. Best regards, Chris W./Kyra P.

I have been notified by Jet2 about an issue with the hotel booked for our upcoming holiday on 25/9/21 with booking reference [redacted]/S21H. We rescheduled this trip from last December due to COVID, choosing to upgrade to a better hotel for a more enjoyable experience and taking out Jet2 insurance. Initially, we were informed there would be no admin fee, but now faced with disruption, we do not want to stay at a problematic hotel after waiting this long. Instead of canceling, we prefer to move the holiday. However, when attempting to do so online, it states there will be an admin fee of £[redacted] plus the loss of the £37 insurance. After trying to contact Jet2 by phone but facing long wait times, the new admin fee is now £[redacted] with the same loss of insurance. This situation is unacceptable, and we are very dissatisfied. We cannot imagine anyone wanting to go on a holiday and stay at a hotel with known disruption.

I got a message informing me that my holiday accommodation has been switched to Elbo Castillo Jorge & Antigua Suite Hotel from the hotel I booked. This new hotel lacks air conditioning and is not suitable for us. I am seeking a full refund and cancellation but am unable to reach anyone for assistance. My booking reference is [redacted]/S21H under the lead customer Bryson. Our flight is scheduled in two weeks on the 15th of September from Edinburgh to Fuerteventura.

I have attempted to cancel my booking multiple times this week without success. Despite spending hours on hold and even taking time off work to no avail, I have been unable to reach a representative. On top of this, the cancellation fees are set to increase soon, making the situation more urgent. I have tried contacting two different phone numbers listed, including one from online forums, but have had no luck. The lack of live chat options has also been a challenge, as I am unable to explore alternative solutions. The mounting frustration and financial implications have left me feeling helpless and desperate to cancel my holiday promptly.

I made a separate booking from my friend for our trip, but she accidentally reserved the wrong hotel. Upon realizing this, she attempted to change her reservation when booking her transfers. I need to switch my booking to her hotel since she cannot switch to mine. The available rooms require a minimum of 2 people, but as a recent widow, I need a room for just one person. Both hotels, Lopesan in Meloneloneras Gran Canaria, offer the same rooms, but I am having difficulty getting a single room because I am traveling alone, which feels unfair. Could you please assist me in switching my booking to Villa del Conda? My booking reference is [redacted]/S22H, and my holiday begins on the 18th of September, making this request quite urgent. Thank you for your attention to this matter. Warm regards, K. Walker

We are scheduled to go to Reid's Palace in Madeira on the 10th from Manchester. We used your website to set up the Madeira Safe app and uploaded our COVID test PDFs to the travel locator. However, it shows that the documents are not validated yet. We are unsure whether to go to the airport. We will most likely go since we have all the necessary documents and the rapid PCR test for our return. Despite the software issue, we don't want to miss our expensive holiday. We have tried calling with long wait times, and even this email service may take too long to respond. Please contact Sally, the lead passenger, at 07[redacted]73 if possible. Our holiday reference number is [redacted]/s21h. Thank you, Brian Booth.

Subject: Urgent Cancellation Request for Holiday Booking Dear Sir/Madam, I have been trying to contact Jet2 customer service without success since this morning. Currently, I have been on hold for an hour. I urgently need to cancel a holiday booking made by my mother, Lydia C., who suffers from cognitive impairment and health issues related to alcohol consumption. The booking was paid in full yesterday, and I am well within the 24-hour cooling-off period. Unfortunately, I cannot accept the rebooking voucher or the partial refund offered on the website due to uncertainty around my mother's ability to travel amid the current COVID-19 restrictions. As her carer, I want to cancel this booking to avoid further complications and costs. Could you please assist me in canceling this reservation without incurring cancellation fees? I am seeking a resolution promptly as this situation involves a vulnerable adult. If necessary, please provide an alternative contact method, such as email, so I can address this matter promptly. Thank you for your attention to this matter. Sincerely, L.C.

Booking Reference: 244KNN I would appreciate it if someone could reach out to me regarding the flight change from Manchester to Cyprus on September 28th, [redacted]. The original destination was Paphos, but it has been changed to Larnaca without prior notice. I only discovered this alteration upon checking my booking reference. Please get in touch with me urgently as the distance from Larnaca Airport to the hotel in Paphos is substantial. Could you confirm if there will be a transfer service available from Larnaca Airport and provide information on whether it will go to the airport or directly to the hotel? My booking consists of the flight only. Ideally, I would have liked to have been offered the option to switch to a flight that lands in Paphos. Message sent using Mail for Windows

Hello, I am feeling unsure about the flying time listed on my booking confirmation. My Booking Reference is 2899SY, under the name Angela Gatford, flying from Malaga to Edinburgh. The departure time is 11:30, and the arrival time is 15:40. The confirmation mentions a flight duration of 5 hours and 10 minutes, but I noticed on your website it states a flight time of 3 hours and 5 minutes for the same route. Can you please confirm the accurate flight duration for my trip and ensure that the landing time in Edinburgh is correct for my onward transportation plans? In my past experiences, this flight typically takes around 3 hours. Thank you for your assistance. Angie Gatford