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

I went oh holiday with Jet2 last Summer and couldn't fault them.

As a disabled customer they realised within half an hour of booking that they had booked me onto a flight that had no special assistance seats available. They rang me back and allocated a manager to my case.

The manager then spent around 48hours trying to find us a flight. As it happened we had to delay our holiday by 3 days. The difference in price was £600. Jet2 paid that, they paid for meals on the flight, we had inflight drinks, taxi transfers to the resort and back to the airport. They are hand on heart the best company I have ever travelled with.

The year before Thomson tried to send us to a hotel with work going on, we had to pay an extra £800 not to go there. We lost our free child place, they sold all the special assistance seats as extra leg room and told me I wasn't disabled enough to travel in them. I was put in a 2 storey apartment, left on the plane for an hour on the Tarmac because they forgot to order the ambulift. In that hour I had to listen to the stewards make jokes about their genitals.

We got all out money back, and more. I know who I'd rather travel with!

With the customer service I have received, they are by far the WORST company I have ever used , for anything.

Please don't take this the wrong way but perhaps they are so petrified of being branded non disabled friendly that they do anything to keep disabled people happy.

In fact , my parents are both disabled and every flight they have been on , with multiple airlines , have had excellent service , letting them board first for example.

Bullshit! That is all.

Their terms and conditions state they want proof of purchase and they will deduct an amount for depreciation. You accepted those terms and conditions when you bought the tickets.

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

It is actually Jet2 that will be doing the defending, it is you that are making the claim.

They may well not even defend it. If you do appear in court then you will need to specify in detail how you arrived at the estimate of time and show this to the judge. This would be the time to correct any mistakes.

What I would suggest is that you join the website below. It is a self-help website that has a section for people dealing with legal issues. Mostly, it's about dealing with defending claims, but there is also plenty of advice for people, such as yourself, that are making a claim against a company:-

www.consumeractiongroup.co.uk/forum/forumdisplay.php?411-Legal-Forums

Iaminvisible,

Very Mature!

Please copy/paste them terms showing they will deduct 95% depreciation and they demand receipts (actually not the case as the lady at the desk said they don't need receipts and also the manager on the phone said the same)

Matt

I am mature thanks, you should not accuse companies of "being petrified of being non disabled friendly"!

You read their terms and conditions, they are easy to find. You should have read them before you bought the tickets and agreed to them.

IamInvisible,

Mature? Not starting a reply like that your not. I did agree to the terms and conditions and nowhere in the terms does it state "I agree that if you damage my bag, to accept £3 for a case that cost me £60".

I think your just creating an argument over the whole disabled thing , just to state "im disabled , and therefore normal". Yes your normal, as my parents are , but it does seem that companies favour disabled people when it comes to customer service , in fear of being branded otherwise. That's my opinion and guess what , you cant take it away from me.

If the bag was checked hold luggage then I think they are entitled to cut the lock open. They can't go through a rigmarole of calling for passengers to attend to unlock suitcases.

I would bring a small claims case for the damaged suitcase and reserved seats (if you don't receive that money).

Even taking away the lock from the claim, its still appaling service. 8wks later and at least 10 false promises of "i understand your frustration , ill make sure a manager calls you tomorrow" and no way forward other than litigation.

I do think they prioritise disabled passengers, what else explains the big difference between customer service??

As far as im concerned, I should not have to spend my money, fixing something that somebody else has caused.

Just so you know I have reported your post, it is highly offensive.

Show me in my posts where I have said what you have accused me of! Your attitude is vile.

I have given you my experience of Jet2. They treated me very well. My PILs fly with them 3 times a year, they have not had a problem ever.

BTW it is you're in the context you are using, not your!

Some countries require that checked in baggage can be opened without causing damage in your absence. If there was such a requirement and you failed to comply government officials are entitled to forcibly open your bag, e.g. with bolt cutters. That seems the most likely reason for your smaller case being opened in this way. If that is what happened I'm afraid there is no compensation payable for this.

Turning to the larger bag I'm afraid it is unlikely you will get the full replacement cost. You are only entitled to the value of the bag given its age and condition, not a new for old replacement.

It is unlikely you will get any compensation through the courts for the time you've spent trying to sort this out. The practice direction to which Nickymanchester links refers to claiming legal costs and is not applicable in the small claims court.

If Jet2 fail to defend the case you may get everything you are claiming but if they do defend it you may be disappointed by the amount actually awarded.

I used to work at an airport (not in UK) and the baggage handlers really threw the bags around and I have seen them fall off the trailers too. After seeing this I never bought expensive luggage again!

Hello everyone,

Thank you to everyone who brought this thread to our attention. As you may know, disablist posts are against our Talk Guidelines

As well as obvious abuse and pejorative language, we take a dim view of posts which seem to say that service providers shouldn't make reasonable adjustments so that disabled people can use services. As well as being potentially disablist, we think that such posts don't fit with Mumsnet's basic philosophy of support and advice for all parents.

Trust you can see where we're coming from on this.

is not applicable in the small claims court

oops sorry, you're correct of course prh47. I wasn't thinking and forgot what track it would be on. Thanks for picking me up on that.

Kate what are you going to do about that post at 12:53 yesterday?

I never said what he is accusing me of saying, I am really offended and upset about it, tbh.

I am invisible I don't want to see you post unanswered. What I would hope is that for any disabled person( in any way or form ) that any travel company would try to treat them as best they can as a normal person - thus assisting them in any way possible to make the journey as smooth as possible for them. I hope this is what the OP was trying to say.
I also think it is correct for travel companies to be concerned of not doing this correctly . I worked in travel for many years and thankfully I have seen many barriers lifted.. There is still progress to be made.

Rosa Jet2 treated me brilliantly, I have absolutely no complaints about them whatsoever.

My complaint is with the OP's post at 12:53 yesterday. I reported it 3 times before I got a response from MNHQ, which was basically "deal with it on the thread!" I am sick of disablist comments on MN as are a lot of people.

Oh, and Rosa a disabled person is a 'normal' person, whatever one of those is!

I apologise i should have said a normal person with a disability. Or a normal person requiring assistance.. My comment was aimed at being helpful. I think to be honest you are going a bit OTT ....however I have no intention of commenting further.

You can't claim the purchase cost of a three year old suitcase. You have to allow for depreciation. I think 1/3 of the purchase price (the 20 pounds offered to you) was actually pretty fair for what is probably a fairly well used three year old suitcase.

Iaminvisible,

YOUR attitude is vile. Swearing and calling me that word is no different than being on a playground. As somebody else has pointed out, you are going WAY over the top. Perhaps grow up a bit and accept that people have may have a different view to yours. Go and re-read this whole thread and you will probably see how your making a show of yourself.

Matt

OP, I think their offer is fair and personally I wouldn't waste time and energy pursuing it any further. Move on!

I have had luggage damaged twice.

Qantas immediately offered a repair or replacement so we got a new case.

Ryannair were a nightmare and refused to give us anything. Thought about issuing proceedings. Even though I am a solicitor I didn't bother. It was an old cheapish case, they are a foreign company which makes it more complicated. I did think about how great it would be to send the bailiffs to Gatwick with an unpaid judgement to seize a plane but that was hardly going to happen!

In the end I couldn't be bothered wasting my time over it. Ryannair's loss really as we never flew with them again. Have flown Easyjet numerous times since so they certainly lost a lot of business.

Personally I would have tried to get them to up the £20 offer and if not just taken the £20. You have spent time drafting the initial claim, you will spend time on witness statements and going to court. Small claim so very unlikely to get any costs back other than court fees. Why don't you go back and see if they will up their offer?

I do agree they should have given you back the seat charges in full and done this promptly.

Onlyhereonce maybe go back to school and learn to read, because I did not call you anything. I asked if it was ok to!

I am absolutely fuming that MNHQ have deleted the post, but have left the disablist posts up, but that's how it has always been!