Jet2 Customer Service is horrific

[fatteratforty]

I don’t know how they get away with it.
Actual flights etc are fine, it’s when you have an issue (damaged luggage) and need to deal with their UK Customer Service team in the UK that it becomes an unnecessary challenge.

AIBU to think that the process is intentionally difficult in the hope that you’ll give up ?

I honestly would reconsider booking with them again because they are SO bad !

I had to call them recently and I have to say they were amazing - both times

I’ve always found them fantastic.

Plus damaged luggage is surely an insurance job? It’ll be the airline carrier who damaged the luggage if it happened during transit?!

They’ve always been amazing with me too!

Disagree. They were excellent during Covid cancellations and pretty good when I had a minor complaint last year. Plus they paid out our flight delay compensation within a week of submitting the claim.

Never had any issues, Daughter had her bag damaged during recent flight and they offered a replacement without any argument , expensive brand one as well

I’ve always found them ok, but not had a claim for anything , so maybe this is why!

I think you may have answered your own question ‘ the process is intentionally difficult in the hope that you’ll give up ?’

Had to get them to refund a private taxi after the bus failed to pick up from hotel...they did refund eventually all done online chat

No, the airline are responsible (to a reasonable degree) if damaged in their custody and control.

Our experience with them during covid was horrendous. They cancelled our flight when we were abroad by text. Couldn't get through at all on the phones.

In the end we managed to get back home by a different airport in the UK and hiring a car, flying on Ryanair. Can't remember why, I think the rules were tightening back up or something but they cancelled all flights just leaving people stranded.

3 WEEKS later they emailed to say how could they help. Bit late.

That was after a long hiatus of not flying with them because they refused to pay compensation for a flight that was delayed for nearly 5 hours.

I wouldn't usually bother to claim, but they kept us on the plane with the doors open in December. They wouldn't even give out water. Then had the temerity to say they had handled it well as they had given out a free hot drink.

That was one hour after take off and long after an elderly passenger had fainted.

Oh or the time they allowed a man to sit next to me in the aisle seat with his suitcase between his knees for the entire flight including take off and landing because it wouldn't fit in an overhead locker.

Their fleet isn't as ancient as it used to be, but the last flight I was on with them was the first flight of the day and the toilet reeked of pee.

Generally found them to be pretty poor.

That’s good, I’ve obviously been unlucky.
They don’t dispute the fact that luggage was badly damaged, they just don’t seem to be able to move it resolution.