Jet2.com Customer Service Issues

Hello, I was in the process of boarding my plane at Leeds Bradford Airport on March 14th for Flight LS223 to Tenerife. Boarding was halted due to the coronavirus situation and Spain's travel restrictions. We were assured by airport staff and received a call from Jet2 at [redacted]7, stating we'd get a full refund. It's been almost three weeks, but I haven't received any email or refund in my account yet. The flight cost £[redacted].68, and my booking reference is 24YFK9. I know it's a challenging time for everyone, but I'd like an update on my refund status.

Our insurance provider has advised us to reach out to you regarding our recent travel issue. We had booked a 14-day holiday to Turkey through Hays Travel in Preston for myself, Ronnie Ribchester, and Barbara Ribchester. Our flight LS895 on March 16th from Manchester to Antalya was cut short due to the Coronavirus situation. We were informed to pack and be ready for departure on the 17th at 19:00, limiting our time at the Delphin Imperial hotel. Now we are unsure about the next steps after being advised to contact Jet2. Our return flight was LS [redacted]. Despite the circumstances, we appreciate the assistance of the flight crew during this difficult situation. We had initially paid £2,[redacted].00 for the holiday and hope to receive guidance on how to proceed from here. Let me know if more information is needed.

On April 6, I contacted Jet2 regarding an £[redacted] refund for my cancelled holiday that was scheduled for April 8. I was assured of a full refund. After 7 days, the refund has not been processed. My son, who contacted them 3 days after me, has received £[redacted] in payments and is expecting a further £[redacted]. I attempted to call them today, but their lines are closed, and they are not responding to emails either. They claim to be reaching out to customers whose holidays have been cancelled, but I have already spoken to them and they have not contacted me. Assistance would be appreciated.

I have a holiday booking with Love Holidays for a group of 9 on April 14, [redacted]. Due to COVID-19, the holiday got canceled, and I'm now trying to change the dates for flying with Jet2 on July 20, [redacted]. I've not heard from Jet2 and feel frustrated with the lack of communication, especially since my trip is in 2 days. I need to know what flights are available around July 20, [redacted], to reschedule but can't do it without confirmation. I'm anxious and hope for a prompt response. If someone could clarify this, I would appreciate it. Thank you.

Given the current situation with COVID-19 and travel restrictions, I am uncertain about what to do regarding the balance payment for my holiday. The payment is due on 14/4/20, and the travel date is 23/6/20. We have already paid the deposit and are considering changing the date or canceling the booking since we are currently at home. My husband is self-employed, and I have been furloughed from my part-time job. If this situation persists, we might struggle to make the payment and support our family. I understand that these are challenging times for everyone. I am willing to forfeit the deposit but cannot afford to pay with the card I used for the deposit. If required, I may have to use a credit card, which will add additional pressure on our household finances. I have emailed the company but have not received a response. I am worried that the payment may be deducted automatically. Please assist me with this matter. Reference number: [redacted]/S20H.

I flew to Antalya on the 16th of March on Flight LS109, only to be brought back home the next day. I haven't received any communication from you since. Some friends who were on the same flight have already been offered compensation, but I'm still waiting to hear from you. I'm also upset about the false advertising of an inclusive plus holiday which the hotel denied offering. I want to know when I can expect a response from your end. Additionally, my brother and his partner were also on the same flight but weren't brought back home and had to buy new tickets after multiple calls where you assured me they would be taken care of. I am very disappointed and hope for a prompt resolution.

Subject: Inquiry Regarding Refund for Booking Ref. [redacted]/W19H Dear Jet2 Customer Service, On 16/03/[redacted], I was notified via email that my holiday under Booking Ref. [redacted]/W19H with Mr P.A. Williams had been cancelled, and a refund would be processed within 28 days. While I understand the current circumstances may cause delays, according to EU regulations, refunds should be issued within 14 days. On 13/04/[redacted], I received a confusing email titled “Confirmation of holiday booking” containing vouchers for a holiday that was cancelled. Apart from this, I have not received any further updates from Jet2 except for general statements on your website about upcoming communications. I kindly request clarity on when I can expect to be contacted and when the refund will be processed. Thank you for your attention to this matter. Sincerely, P.A. Williams

Hello, I tried booking a flight online yesterday (17th April) to fly from MANCHESTER to MALAGA from 22nd June to 14th July [redacted]. After payment with my Visa card, I received an error message prompting me to call 0[redacted], but it was an automated system. I attempted the booking again and encountered the same issue, resulting in two separate bookings. I haven't received any confirmation emails and I'm unsure if either booking was successful. If one went through, please cancel the duplicate booking. I'm confused as to why I could book and pay if the flight isn't available. Any assistance you can provide would be appreciated. Thank you.

Dear Sir/Madam, I received your recent communication on April 7th regarding the cancellation of my holiday, Booking Ref [redacted]/SSO2H, with a departure date of May 11, [redacted]. Unfortunately, the circumstances leading to this cancellation are beyond our control. After carefully considering the options presented in your email, I am requesting a full refund due to various factors that make it unfeasible for us to rebook this holiday in the foreseeable future. While Jet2 is a company we value and would consider for future trips, given the current situation and uncertainties ahead, committing to rebooking is not feasible. Please acknowledge this email as confirmation of my request for a full refund before the departure date of May 11, [redacted]. I understand the challenges faced at this time but we have invested a significant amount towards this family holiday. Kindly provide details on the refund process through all channels mentioned above within 10 working days from the date specified. Thank you and best regards, Tracy Brierley

My flight to Tenerife with Jet2holidays from Edinburgh on April 5th got canceled due to the coronavirus. I am entitled to a full cash refund of £[redacted] by law. I booked through Barrhead Travel in Livingston. They offered me a voucher, but I need a refund. I contacted my travel insurance, but they haven’t responded. I also tried reaching out to the Bank of Scotland without success. I'm struggling financially, and I just want my money back. Any guidance would be appreciated. Thank you. D.G. Carter.

I recently contacted a Jet2 agent regarding our cancelled holiday on May 22nd. Initially, they confirmed our options for a full refund, which was great. However, during the process, they mentioned a hiccup and that the refund needed to be handled by the head office. We received an email from the agent stating a refund amount slightly lower than expected. The email also mentioned a non-refundable amount, which seemed confusing as we had purchased insurance at a different rate. I kindly request someone from Jet2 to reach out to clarify this matter. Although I understand the current workload, we appreciate Jet2's usual excellent service and would like this issue resolved promptly. Please contact me via email or phone. Thank you for your attention. Best regards, A J Whitaker

I have a flight to Sorrento on July 28, [redacted], and the remaining balance is due on May 19. I am unsure whether to cancel or pay in full. I believe Jet2 should have information on July flights. At 73 years old with health concerns, I heard the government might not permit over 70s to travel abroad. If I cancel, will I receive a timely refund or have to wait months? Thank you, Mrs. Joan Barfield.

In early March [redacted], I booked flights with Jet2 for a trip to Tenerife South on 1st March [redacted], with a return on 8th March [redacted]. I also purchased Jet2 travel insurance at that time. Due to the financial impact of the COVID-19 pandemic, I am unfortunately unable to proceed with the trip as originally planned. The total expenses for flights, seats, food, insurance, and extras amount to £[redacted].25. I respectfully request assistance with obtaining a refund for these unused items. It is disappointing to have to cancel this trip, as we were genuinely looking forward to it. Thank you for your help.

My return flights to and from Alicante on 27/04/20 were canceled. I haven't heard from Jet2.com since. It's been over 6 weeks, so I'm unsure of my options. I've attempted to sort this out through manage my bookings and by phone to no avail. I'm worried this issue might get forgotten, so I'm seeking advice on what to do next.

I am reaching out to express our gratitude for promptly processing the reimbursement for our cancelled flight, which was booked under the names of Mr. J Arthur and Mrs. K Arthur for flight 255SQ8 scheduled for May 16, [redacted]. Dealing with the cancellation was challenging for us, especially since our travel plans were connected to a difficult time following the passing of a close friend to coronavirus on April 15th. We appreciate the excellent service provided by your company during this trying period. While we have decided not to travel this year due to being in a vulnerable age group, we intend to make future bookings with your company, whether it be for flights or holiday packages. Our previous experiences with your company have always been exceptional. Thank you once again for your assistance, and we are looking forward to arranging travel with you next year. Sincerely, Kathrin Arthur

My friend booked a holiday for us on Jet2, and there were issues with multiple payments on a Mastercard Visa. We tried booking separately, but due to an email problem, we ended up booking for 2 adults. When the seats we initially chose were unavailable, we selected different ones but experienced payment errors. Despite trying to pay five times, no confirmation was received. One email confirming the first booking on row 6 was eventually sent, but no other confirmations followed. My friend's bank mentioned a second charge with three pending transactions. Unfortunately, getting through to Jet2 has been challenging. It seems unlikely for another booking to be generated as we already have a reservation for row 6. The situation occurred on Wednesday between 3:30 and 4:30 on the 20th.

Dear Customer Service, I am reaching out regarding my recent holiday booking through Co-op Travel with Jet2. I spoke to Michelle at Co-op Travel on April 20, [redacted], who assured me that a cash refund request was sent to Jet2 with a 4-6 week processing time. After not hearing back, I followed up on May 18, [redacted], and was told by Co-op Travel that the refund could be processed shortly, leaving me feeling neglected. Knowing colleagues who received their Jet2 refunds promptly, I am puzzled by the delay in my case. Could you please investigate this matter for me? I have been a loyal Jet2 customer for years and have always had positive experiences until now. Your prompt attention to this issue would be greatly appreciated. Thank you for your assistance. Sincerely, Martin Need

I am writing in regard to the cancellation of my booking with reference number [redacted]/S20H. On May 19, [redacted], I canceled the booking within the specified timescale due to my wife being advised to shield by the National Health Service. Unfortunately, the full remaining balance of £[redacted].00 was deducted from my wife's credit card on May 26, [redacted], as emails were not being promptly answered. This has caused additional stress and financial strain as we will now incur interest charges on the credit card. I urgently request a full refund of the deducted amount and swift resolution to this matter. Your prompt attention to this issue would be greatly appreciated. Regards, T. Butler From: [redacted] Date: Tue, 19 May [redacted], 22:24 Subject: Cancellation of Tenerife booking I wish to cancel my booking for Tenerife on August 4, [redacted], with reference number [redacted]/S20H. Kindly confirm the cancellation via email and process the refund of my deposit. Due to the COVID-19 situation and my wife's high-risk status advised by the National Health Service, we are unable to proceed with the trip. I request the refund of my deposit promptly to avoid involving my credit card company. Warm regards, Tony Butler

I've been trying to reach you for two days, attempting two different numbers without success. I've spent hours waiting on the phone to speak about two holiday bookings: one for a flight and one for a package holiday to Ibiza later this year. Could you please call me at 0[redacted]? I'm 80 years old and not familiar with all this technology. I'm getting desperate now as the flight is only a few weeks away. My email is [redacted]

Subject: Request for Refund of Cancelled Holiday (Reference: [redacted]/S20H) I am writing to notify you that our upcoming holiday has been cancelled, and we are requesting a full refund promptly. Despite multiple attempts, I have been unable to connect with any of your representatives via phone. To our dismay, the remaining balance for the holiday was charged without any prior communication from Jet2, despite my request through the 'manage my booking' feature for discussions on available options. Consequently, an excess amount of over £[redacted] now reflects on our credit card for a trip we will not be embarking on. We require your assurance that the refund, totaling £[redacted], will be processed within the standard 14-day period mandated by industry regulations. Kindly acknowledge the receipt of this email and provide an estimated timeline for the reimbursement to the credit card account used for the transaction. Should you need to reach me, I can be reached at [redacted] [redacted] [redacted] or [redacted] [redacted] [redacted]. I anticipate your prompt response. Thank you, A. Wilks