Jet2 Nightmare

[onlyhereonce]

Hi,

We booked a holiday with Jet2 last year and got back on Nov 10th 2013. We complained immediately due to 2 of our bags being damaged (1 has a big gash down the side and the feet knocked off). Also we complained as we paid for pre bookable seats and on the return journey , they didn't give us them as they had to change the plane. ALso the return journey was a nightmare as my parents were put at the back of the plane and us in the front and my mum is petrified of flying, hence why we pre booked.

I had a standard letter saying it would all be sorted within 28 days. 28 days passed and nothing so I phoned and was told they had sent a letter but obviously I didn't receive it. They said they would email me the contents of the letter and send the cheque out for the pre bookable seats. Its now 8wks later , still no cheque for the £60+ for the pre bookable seats and the email just basically said the bags should be tough enough for bumps and scrapes. (I saw the bag lad throw my case and a few others onto the belt , obviously this method is what is causing damage). I have now called at least 20 times , chasing up this refund and for my case to be replaced. The furthest I have got is that my case will only be repaired (the lad actually said they will probably just fix a patch over the rip) and that a manager will call me tomorrow. That same line has been the line they have used for the last 5 calls and that was from 3wks ago.

Im totally fed up , their customer service is shocking and I need help on how to get my money back. I have no faith in me getting a call tomorrow. I have threatened them verbally with the small claims court but to be honest, they didn't seem to care.

What are my chances of getting my money back and a new case if I go to the small claims court and how do I go on?


Matt

[CaractacusPotts]

I think you're being rather precious! I agree that your case should be touch enough to withstand a flight!

Would you rather the put you on the plane that they had to pull? I certainly would forfeit prebooked seats for my safety!

You say parents in the plural - couldn't your dad calm your mum?

At most you 'should' get your prebooked fee back but overall YABU!

[onlyhereonce]

What???? I paid for prebookable seats. I didn't get them so want MY money back. They have had 8wks to sort this out. What has safety got to do with me sitting at the front and not at the back with my parents????? I PAID FOR THEM FOR THAT REASON. There were no safety implications for me to sit at the back and not the other people who did in my place. I don't understand YABU , only English.

[JeanSeberg]

That's life when you travel on Jet2. You for your money and take your choice. You can't expect Emirates-level service from a budget airline. Not saying it's right, but that's how it is.

By all means, push on for the refund if that's what you've been promised and the bag repair.

[SwedishEdith]

I don't understand this - your parents were separated from you and only your mum is scared of flying?

I thought you automatically got allocated seats on Jet2? Can't remember but am sure it wasn't a free-for-all so not sure what the pre-paying relates to? But if they had to use a different plane, a seating plan may no longer have been possible. Dunno.

[JeanSeberg]

I think with Jet2 you get a pre-selected seat so if you want to change it you have to pay. Therefore the only way to guarantee that 4 passengers could sit together would be to pay and select your own seats.

OP - have a look at this section of the Civil Aviation Authority which contains advice on resolving complaints.

www.caa.co.uk/default.aspx?catid=2226&pagetype=90

[Rosa]

I take it you filled out a damage form at the airport reporting the damaged case ... you might want to look at EU passenger rights . Cheap airline or not they still have to abide by the rules and regs laid down to protect the passengers. I would take it further.

[onlyhereonce]

Thanks for all the "helpful" replies. I am taking it further. No way im paying for cases that have been damaged by Jet2. If I decided to damage their check in desk , id be liable to pay and rightly so. The plane had exactly the same amount of seats as the previous one so cant see any reason why they didn't let me have them. Both were Boeing 737-800's , same seating configuration. I fly 4 times a year , and this is the first time ever with Jet2. Also the last time with Jet2. Ive flown with other budget airlines and first choice and never had any of these issues , and certainly not had my property (bags) thrown onto a belt like its not worth anything.

[onlyhereonce]

Also , Rosa, I did fill out a form as soon as I got the luggage. I walked up to the Jet2 desk , complained and photographed with the desk in the background so they couldn't say it had happened elsewhere.

[nickymanchester]

Although it is probably best to leave this until you have exhausted the other avenues, don't forget that you can also use the Small Claims Court to recover money and damages.

It costs some money to start a claim but you get this money back from Jet2 when you are successful.

[Rosa]

I am sure on the EU passenger rights there is an enquiry form if you need more help.

[onlyhereonce]

Well...

Ive had a call from a manager at Jet2. He has said that the cheque for the pre bookable seats should be sent out in the next day or 2. Regarding the bags , he wont even consider the smaller bag that was damaged (lock cut open and bag marked down the side) but would like to offer me money to replace my bigger case. He would like to offer me £3 which is a 95% deduction from what I paid as its depreciation. £3 to try and replace my bag. He later upped the offer to £20 but that was the maximum. I cant replace a bag for £20.
Ive advised that I find it an insult and will be going to the small claims court.

Do I need to send a final letter stating I will be going to the small claims court or shall I just go straight ahead?
Matt

[JeanSeberg]

How much did the case cost when new and how long have you had it?

[onlyhereonce]

They were a set of 4 and cost me £250 if I remember right. They are just over 3 years old. Ive just filed the claim at small claims , claiming for £60 for my case, £10 for the lock that was cut off , £63 for my prebookable seats, £48 for 8hrs worth of my time on hold and sorting this out over approx. 20 phone calls (£8ph as im self employed) and also claiming interest on a daily basis.

[onlyhereonce]

6hrs I meant

[rachyconks]

Check jet2 terms & conditions regarding seat selection when a change of aircraft occurs. Some companies will not refund the seat selection free in this instance. Others will.

[onlyhereonce]

We had a letter handed to us at the airport stating we would receive a prompt refund. They have already committed to the refund but not followed it through. I simply don't understand these companies , as messing me about now has made me never want to use them again. I travel a lot , my family do , my friends do , and we all share thoughts and experiences. They haven't lost a customer for life now , they have possibly lost 20.

[DowntonTrout]

I once watched my bag fall of the luggage cart, under the wheels of the cart and be dragged along the Tarmac. It appeared on the luggage belt, spewing its contents everywhere, ripped to shreds. The nylon had melted through friction and some if my clothes were welded together with the melted nylon.

It took me almost 6 months to get paid out for the bag and damaged clothing, they wanted the receipts for everything. It was a pain in the arse and not really worth the hassle in the end. Conversely, another airline, another damaged bag, and they just gave me a similar replacement bag at the airport.

It is ridiculous that you have had to jump through hoops to get a refund on your precook able seats.

[OldBeanbagz]

onlyhereonce i would probably send a letter stating your intention to take them to the Small Claims Court. It's shocking that they've taken this long to sort it out as i've had nothing but good service from them.

With regard to the lock on your smaller bag, it might be that they had to open it. Baggage handlers do this if they see soemthing suspicious. I had a bag cut open on a flight a few years ago (not Jet2) and have since not locked my cases. In fact anyone flying from the US are advised to leaves cases unlacked or use approved locks that can be opened by security.

Finally have you tried FB or Twitter? It normally speeds up handling of complaints when it's visible by others.

[onlyhereonce]

Hi,

Crikey! The thing is , most people dont keep receipts for everything and the law should reflect this. It doesnt take long for companies to google the item and see what price it would have cost.

Name and shame. Which airline took 6 months and which handed you a replacement at the airport?

[onlyhereonce]

Oldbeanbagz,

I don't mind people looking through my bags, but if they suspected something , they knew who's bag it was , they could have pulled me to one side and asked me to open it up and I would have done willingly. I actually think they should do this randomly , would probably cut down on terrorism and drug smuggling. The thing is , they didn't and they cut it with bolt cutters. That's criminal damage as far as im concerned. If I had damaged something of theirs , I would have been prosecuted.

[onlyhereonce]

I don't go on facebook , for various reasons. Its all in hand now anyway , they have 14 days to reply and if they do contest it , they are in Leeds , im in Stoke on Trent , they would spend more , paying somebody to travel down here and sit in court.

[nickymanchester]

You can actually claim for £18ph as a Litigant in person:-

www.justice.gov.uk/courts/procedure-rules/civil/rules/part-46-costs-special-cases/practice-direction-46-costs-special-cases#3.1

You're doing yourself out of £10ph

[DowntonTrout]

Easyjet were the culprits.

BA were the helpful ones.

[slalomsuki]

We went with jet 2 holidays last year and also had a damaged bag but having reported it at Crete airport and then again before we left the terminal building at Manchester when we returned we managed to get them to pay for a repair to the bag.

In our case it was the wheel that was damaged and we sent in a photo to them by email indicating they had 7 days to respond. We were told to get an estimate for the repair and then forward the receipt to them and they paid up by return. It might have helped however that the bag was a limited edition which we didn't realise at the time having been given it and essentially if it wasn't repaired it couldn't be replaced easily.

[onlyhereonce]

nickymanchester,

will I be able to add that if I DO go to court to defend my case?