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