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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

About this airport transfer?

40 replies

hyggetyggedotorg · 06/08/2026 21:21

Maybe I need some perspective. We are in Crete on a holiday booked with Jet2.

We booked airport to accommodation return transfers as standard. When we arrived at the airport in Heraklion, the Jet2 rep told us we were in a taxi because a coach couldn’t get to our apartments. Narrow lanes. OK, lovely, never visited the island before so wouldn’t have known.

Now, I have assisted travel booked at the airport as I have heart failure & associated mobility issues. I always buy adequate insurance but I can’t walk up hill for any distance.

Today we have received our return transfer details. Pick up is at an electrical retailer a 15 minute uphill walk away. DH, who is very physically fit has timed the walk this evening, it’s 15 minutes for him. If I could even manage it it would be 30 to 45 minutes.

Jet2 are refusing to budge. Saying that’s our pick up point so it’s our responsibility to get there. I’m saying they recognised we needed a taxi on the way in so obviously we do on the way out? Or at least a taxi to meet the coach?

Opinions please.

OP posts:
troothfairy · 06/08/2026 21:25

I’d get the hotel to book you a taxi, get on the coach, get home, and then email their customer services to request travel expenses as their solution wasn’t appropriate.

Is your hotel quite remote?

Ffs22 · 06/08/2026 21:26

Where did the taxi drop you off when you arrived? Is it a coach taking you back and it can’t access the hotel entrance? Just seen you said coach back.
i suspect you got a taxi going because no coaches were available, this had happened to me before. Is there anyone staff from the hotel that could help out.

Octavia64 · 06/08/2026 21:27

Assisted travel booked at the airport doesn’t mean you can’t make your way to pick up point (many people who can’t walk have their own wheelchair or hire one at the destination )

do you have a wheelchair with you?

if you haven’t explicitly told the travel company that you need wheelchair/disabled transport for the transfer then they’ll expect you to do what everyone else does.

saveforthat · 06/08/2026 21:27

I would point out that you have booked assistance as that should have let them know you can't walk 15 minutes uphill. When I use airport assistance they ask what you need (in my case a wheelchair and to be taken to bag check in, then security and then to the aircraft). If I booked that and then someone assumed I could walk uphill, even for 5 minutes, I would be making a complaint.

fashionqueen0123 · 06/08/2026 21:29

People shouldn’t be expected to walk 15 mins with suitcases etc regardless! That’s not acceptable at all.

Have you seen the rep at your hotel? Tell them you need a taxi like you had on the way there.

Bunnybigears · 06/08/2026 21:30

I would just ask the hotel to book you a taxi to the pick up point and argue the toss when you get home but I imagine they are covered by the small print. Booking assistance at the airport which is usually provided by airport staff but paid for by the airline probably doesn't automatically translate to other areas of hur holiday I.e transfers and hotels etc.

LemonSnail · 06/08/2026 21:31

Could you ask your hotel to book a taxi for you to the pick up point rather than let this ruin your holiday?

Original poster
hyggetyggedotorg · 06/08/2026 21:35

Ffs22 · 06/08/2026 21:26

Where did the taxi drop you off when you arrived? Is it a coach taking you back and it can’t access the hotel entrance? Just seen you said coach back.
i suspect you got a taxi going because no coaches were available, this had happened to me before. Is there anyone staff from the hotel that could help out.

Edited

Yes we had a taxi from the airport. Jet2 rep told us that was what we needed.

I really don’t feel we can ask the driver at the hotel for help as he has a 2 door Cinquecento with bits hanging off. He is a lovely kind man though.

OP posts:
LemonSnail · 06/08/2026 21:36

hyggetyggedotorg · 06/08/2026 21:35

Yes we had a taxi from the airport. Jet2 rep told us that was what we needed.

I really don’t feel we can ask the driver at the hotel for help as he has a 2 door Cinquecento with bits hanging off. He is a lovely kind man though.

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How about a taxi then, it will probably only be a few euros?

Original poster
hyggetyggedotorg · 06/08/2026 21:36

LemonSnail · 06/08/2026 21:31

Could you ask your hotel to book a taxi for you to the pick up point rather than let this ruin your holiday?

Yes we could. But that’s hardly an accommodation to airport transfer. It’s probably what we’ll end up doing though.

OP posts:
Original poster
hyggetyggedotorg · 06/08/2026 21:38

LemonSnail · 06/08/2026 21:36

How about a taxi then, it will probably only be a few euros?

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About 10 euros. Yes, we probably will end up doing that. It just doesn’t feel like a fair accommodation to airport transfer.

OP posts:
Livelovelaughfuckoff · 06/08/2026 21:38

I would speak to the rep again or the helpline. If they won’t budge then I would either get a taxi to the pick up point or ask to upgrade to a private transfer with Jet2. Once back home if read them the riot act, presumably on booking transfers no mention was made that pick point was a 15 minute walk away from the hotel.

LemonSnail · 06/08/2026 21:38

hyggetyggedotorg · 06/08/2026 21:36

Yes we could. But that’s hardly an accommodation to airport transfer. It’s probably what we’ll end up doing though.

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Is this worth you spending your precious holiday worrying about?

NoAircon · 06/08/2026 21:38

And I thought having to pay for air con was shit (see my thread if you like)

There is nothing medically wrong with me and I would hate this and think that if this is the case it would need to be clearly communicated before booking.

Holiday booked with transfers - I would expect airport to hotel direct - not some random meeting point.

Original poster
hyggetyggedotorg · 06/08/2026 21:40

fashionqueen0123 · 06/08/2026 21:29

People shouldn’t be expected to walk 15 mins with suitcases etc regardless! That’s not acceptable at all.

Have you seen the rep at your hotel? Tell them you need a taxi like you had on the way there.

Our “rep” doesn’t visit the apartments and told me on WhatsApp today that the pick up point is “easily accessible”. His only option is us booking a private taxi back to the airport at a cost of 100 euros.

OP posts:
Livelovelaughfuckoff · 06/08/2026 21:40

For future reference when booking with Jet2 it’s always worth clicking private transfer to see what the cost is. Most often we choose locations away from main resorts or in awkward to get to places and often private transfer is barely any extra (a few times it has been free).

LemonSnail · 06/08/2026 21:41

NoAircon · 06/08/2026 21:38

And I thought having to pay for air con was shit (see my thread if you like)

There is nothing medically wrong with me and I would hate this and think that if this is the case it would need to be clearly communicated before booking.

Holiday booked with transfers - I would expect airport to hotel direct - not some random meeting point.

It’s quite common in places with narrow streets such as Athens, Marrakesh, Granada and now we know Crete as well.

EverMissWicklowSometimes · 06/08/2026 21:42

I would just book myself a taxi to the pick up point and think no more about it.

NoAircon · 06/08/2026 21:43

LemonSnail · 06/08/2026 21:41

It’s quite common in places with narrow streets such as Athens, Marrakesh, Granada and now we know Crete as well.

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I shall check this in future (and the Aircon!) but I doubt I'm a small narrow street client 😆

AbzMoz · 06/08/2026 21:43

Just take a taxi to the coach collection point. Try and claim it on expenses; but if not just chalk up the few extra quid and don’t get in a flap about it. Or ask if there’s another collection point which is more convenient for you that you can join instead.

ps they did NOT recognise you needed a taxi on the way there; you just got lucky with not enough drop offs so it was more economical for them to sort out a taxi vs a coach. If you’d got the coach then the drop offs would’ve been at the designated electronics shop as a number of destinations specifically do not allow coaches.

Original poster
hyggetyggedotorg · 06/08/2026 21:44

LemonSnail · 06/08/2026 21:38

Is this worth you spending your precious holiday worrying about?

Edited
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I take your point & thank you for it. I did ask for perspective.

I worry far more about these things now that I can’t just say sod it & walk there though. In my fitter days (pre heart disease) I’d never have worried.

OP posts:
Original poster
hyggetyggedotorg · 06/08/2026 21:46

AbzMoz · 06/08/2026 21:43

Just take a taxi to the coach collection point. Try and claim it on expenses; but if not just chalk up the few extra quid and don’t get in a flap about it. Or ask if there’s another collection point which is more convenient for you that you can join instead.

ps they did NOT recognise you needed a taxi on the way there; you just got lucky with not enough drop offs so it was more economical for them to sort out a taxi vs a coach. If you’d got the coach then the drop offs would’ve been at the designated electronics shop as a number of destinations specifically do not allow coaches.

No. There was a coach. We were allocated a coach first of all. It was right there. Then the rep said actually no, that won’t work for you, we’ll get you a taxi and called the taxi driver over.

OP posts:
Bunnybigears · 06/08/2026 21:46

hyggetyggedotorg · 06/08/2026 21:44

I take your point & thank you for it. I did ask for perspective.

I worry far more about these things now that I can’t just say sod it & walk there though. In my fitter days (pre heart disease) I’d never have worried.

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I understand how it's making you feel but as this is solvable for €10 I think just put this one down to experience and remember next time you book a holiday to check these things out or look into private transfers etc.

Original poster
hyggetyggedotorg · 06/08/2026 21:48

NoAircon · 06/08/2026 21:43

I shall check this in future (and the Aircon!) but I doubt I'm a small narrow street client 😆

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Haha, our aircon is fab (sorry!) it’s literally just the transfers 😂.

OP posts:
LemonSnail · 06/08/2026 22:04

hyggetyggedotorg · 06/08/2026 21:44

I take your point & thank you for it. I did ask for perspective.

I worry far more about these things now that I can’t just say sod it & walk there though. In my fitter days (pre heart disease) I’d never have worried.

Show quote history

I totally get that but I want you to have a lovely holiday and for 10 Euros it’s fixable.