Jet2: No transfer, no explanation, and no refund!

[NotHappyOnHoliday]

Help! I’ve had a really bad experience with Jet2, and I’m not sure what to do next!

I recently went on holiday with Jet2. I bought a package deal that included my hotel, flights, and transfers. Prior to my last day, Jet2 emailed and texted me giving me the times of my transfers the next morning.

Annoyingly, my transfer was from another hotel a short walk away, and they wanted me to stand outside this new hotel from 0705-0735am. I did as asked. As it was at the front of a hotel, there was a non-stop revolving door of people smoking, which was disgusting. Basically, the pick-up point was totally unsuitable. Nevertheless, I stayed there waiting.

At 0740, there was no sign of the transfer, so I phoned Jet2. It took them 40 minutes to answer! When I finally got through, they told me that my transfer wasn’t coming, and that I should take a taxi to the airport. I did as they advised and paid 40EUR for a taxi. At the airport, the help desk wouldn’t refund my 40EUR, but they said they’d open a case for me. I had to rush through the airport to catch my flight. I didn’t get to go to the toilet or anything, which, again, was very annoying.

Once I got home (two weeks ago), I put in a complaint. I have not yet had any response to this.

What should I do next? What resolution do you think would be appropriate for this?

What to do next? Avoid package travel, book your own flights and accommodation (it's so easy) and sort your transfers for when you want. In the meantime put in a complaint to Jet2.

I once sat behind someone on an aircraft who was staying in the same accommodation as me, I arrived and had unpacked and she was still stuck on a coach waiting for another flight to come in before her transfer coach left. She had also paid a lot more than me.

Thanks - I definitely won't be booking with Jet2 again. However, I do often find that package deals are better value for money overall.

Remember though, that when you are not travelling on a package the accommodation price is per room/unit and not per person. Package prices are usually per person. Obviously the flight is still per person but it's really worth doing the maths.

Definitely put in a complaint. That's awful op and I can imagine how stressful it must have been.

Contact them on twitter saying you've had no response after .... days, they usually ask you to dm as they don't want people knowing how crap they are.

The question of package holiday or not is a hard one as you get much more protection booking it as a package.

We usually book flights and hotel as a package and hire a car of book our own transfer. We always beat the coach 👍🏻

Really? I just saved over £1500 on an identical holiday booking flights and accommodation separately compared to Jet2

The TImes has a column called "DOn't put up with this" in the travel section on Saturdays - I'd write to them and I would guess that the refund would be forthcoming pretty quickly.

Surely you just wait for the response to your complaint?

@welshpolarbear - If you book independently with a credit card (not debit card) you have a similar level of protection to that offered on a package.

There was a ‘non-stop revolving door’ of people smoking outside the hotel between 7am and 7.30am ?

removing the emotion from the OP, you want a refund of your taxi fare, which absolutely should happen.
do you have a receipt for the fare?

Was it Canaries last week?
We had a similar problem but I had paid for private transfers (always do).
They were late and jet2 didn't answer the helpline but they did send a message to the hotel. It turned out there had been a major traffic accident and all transfers were delayed.
Then the next day there was industrial action at the airport so more delays.

You'll get your money back OP. jet2 are pretty good. I've used them many times.

Plus in 40 years of travel I always compare the price of package v independant and only very rarely has it been cheaper. This may be because I don't compromise on flying from a local airport at a civilised time. You can always do cheaper if you travel at 3am from Gatwick.

Might be worth checking into this online, OP. I think you're entitled to a duty of care. Part of your package included transfers - if it had been cancelled, they should have booked a taxi to transfer you and footed the bill.

@boonducks I was always taking stupid o clock flights, it's something I won't compromise on now either. It makes the holiday so much nicer I find not getting up at 3am to catch a flight or getting home at midnight!

Keep on at jet2 and they should hopefully give you a refund. Reach out to them on social media. I had a complete balls up with Etihad years ago they didn't response to emails/ answer the phone/ return VM. So in the end I send them a public message.

It's not
Ideal but thinks happen, just wait
For them to get back to you and they'll more than likely refund the €40

As much as I feel for the OP and I prefer to book things independently, I also have some thoughts for Jet2. The whole industry is in what I would describe as "bounce back turmoil" and sometimes third party ground agents are not the easiest to deal with.

The way things have changed on such a grand scale has caused problems for charter flight operators, scheduled airlines and accommodation providers.

I am not sure things would have been better with a different carrier. Often the same agents work for more than one company.

A few months back everybody was at home twiddling thumbs, now lots of flights are cancelled too, sometimes because the crew have not been able to keep up their flying hours during the pandemic.

Ex Customer Services for a massive TO here. I would be very surprised if they did not refund you (if things are as you say). Give them time, ABTA guidelines say they need to acknowledge your complaint in 7 days and respond within 28.