Jet2 Booking - Absolutely Furious!

AgentGibbs

Hi all,
I am absolutely furious. My mum has just booked on Jet2.com and was charged for inflight meals. She isnt particularly experienced on the internet and put faith in the website to be clear and helpful. She was on the booking screen, went back to check a detail, in which time the website had slipped the inflight meals on (previously had been removed) and ended up paying £64 for them.

What was annoying is that just before she accepted there was no review of what she was ordering so was unable to clearly see that they had been added.

Customer services out of India were absolutely no help whatsoever and wanted £40 to cancel the booking, to then re-book.
So sneaky, as these companies appear to be, use this as a warning to others. Any one else found Jet2 to be sneaky like this? Anything we can do?

dixie_dean_2

Nah, I doubt there is much you can do. You could complain to their CS department. If you get it done in time, play the "little old lady" card - even if she isn't - then i reckon they'd take them off. Other than that complain to IATA maybe?

Travel_Fan

Even if your mum did accidently buy the in-flight meals, I don't see how they could come to 64 pounds. Perhaps she inadvertently purchased insurance and all the other extras.

These airlines (I don't think it's just Jet2) are indeed quite sneaky. All the extras boxes are automatically 'ticked' whenever you load or reload the webpage, so you actually have to go in and uncheck them if you don't want to buy the extras. I have a feeling that the EU is investigating this practice - I'll try to find out for you.

AgentGibbs

Meal were unbelievably £8 each, for each leg of the journey. Thankfully the insurance didnt sneak on. Tried ringing customer service, were absolutely no use whatsoever. Straight out of India and stuck to a script that they just repeated. Got nowhere. They offered to cancel the whole transaction (and sounded as if they were doing us a favour) for £40, £10ea, which is so annoying! What a terrible company.

I do think the practice really is a bit shady, would like to see EU investigating as Im sure she wasnt the first to have this happen, and Jet2's "Non-refundable" business model is disgraceful, especially when errors are genuinely made.

coolcol_2

I'm really fed up with people knocking the low cost airlines - if you don't like it - don't use them and go elsewhere. I think Jet 2 are spot on and offer an excellent service. Their charges are a lot but it is so clear, I realy can't understand why people don't realise what they are contracting to and if they don't they should revert to the travel agent - and pay a lot more..

dmg24

AgentGibbs wrote: »

What was annoying is that just before she accepted there was no review of what she was ordering so was unable to clearly see that they had been added.

Is this not clear enough?

Running Total All Passengers

Base Fare£259.98
Taxes and Charges£34.00
Bags£19.98
Check-in fee£12.00
Seat Selection£31.98
In-flight meals£16.00
Travel Insurance£12.25
Total:£386.19
You have chosen to pay in {0}

(Much better formatting on site!)

Before anybody says I am used to making bookings, this is the first time I have seen the Jet2 website.

M4RKM

AgentGibbs wrote: »

and ended up paying £64 for them.

My opinion of this is that you get to the penultimate screen, and it details everything, and the overall cost. you then click BUY NOW... so you can clearly see what you are paying for.

it's a case of read, read again, and read yet again before you click!

My Mum ain't particularly good on the internet, so she gets me to double check what she's buying, or at least be in the room so I can glance that all is good...

Travel_Fan

The EU has recently issued a 14-point checklist for airline websites to ensure they comply with Consumer Rights Legislation:

europa.eu/rapid/pressReleasesAction.do?reference=MEMO/09/238&format=HTML&aged=0&language=EN

If you scroll down to the bottom of the page, you will see this:

2. Are all the optional price supplements of the flight offered on an "opt in basis" without the need for the consumer to remove a tick from any box to opt-out? (article 23 Air Services Regulation)

Coolcol, we are not criticising low-cost airlines, but if you feel they have done something wrong, surely you have a right to complain?

Eds_2

I have just had a similar problem with Jet 2 over checking in bags. I am taking four out but bringing only three back but their system doesn't allow you to bring back fewer than you take and therefore you are charged for something that you aren't in effect buying. I too spoke to a useless call centre in India but after some detective work found a number in Leeds for Jet 2 for the Customer Service General Manager. She explained that this ois the way their system is set up but she will pass on my feedback. No mention of refunding the money though. I also asked her to explian why Jet 2 charge a booking fee on top of the taxes, credit card fee and every other tax and she went on to explain that it was in the company's terms and conditions.Yes I said but what is the booking fee for when I am doing all the work? Still waiting for the answer.

mustbemoreorganised

I've had their meal and for £8 it's pretty good and inludes a tea/coffee which is £2.50ish anyway so hopefully she will enjoy it even thougth she didn't mean to book it.

Travel_Fan

You might also want to read through this news item which was posted today:

moneysavingexpert.com/news/travel/2009/08/budget-airlines-wrists-slapped-over

The article states: 'airlines are no longer allowed to automatically add any optional extras'.