Jet2.com leaving me in the lurch!

lewroll

Can anyone give me advice please?:(

I booked flights to Sharm el Sheikh over the Easter School holiday period using Thomas Cook to fly out and Jet2.com to fly back. I now find that Jet2.com have cancelled the flights back and returned my money but of course that means that my son and I are now stranded in Sharm and looking for flights back at one of the most expensive times of the year to fly. It appears I could be paying LOADS more because of course I have to get my son back to school and I cannot wait for the flights to go down in price.

Does anyone know what recourse I have on this please because if I just cancel Thomas Cook flights out they (quite naturally, I think) will not refund the money. After all they haven't changed anything.

1. Will my travel insurance pay out if I cancel the Thomas Cook flights?

2. Can I book new flights from another provider and ask Jet2.com to pick up the bill?

3. Can I ask Jet2.com to provide me with alternative flights back with another provider?

Any help gratefully received because I am :mad:

richardw

Regulation http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:32004R0261:EN:HTML applies

Jet2 need to comply with

Article 8
Right to reimbursement or re-routing
1. Where reference is made to this Article, passengers shall be offered the choice between:
(a) - reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,
- a return flight to the first point of departure, at the earliest opportunity;
(b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity; or
(c) re-routing, under comparable transport conditions, to their final destination at a later date at the passenger's convenience, subject to availability of seats.

HXDave

Richard,

not sure if it applies, as according to the section below, it does not apply if more than 2 weeks notice is given:

Article 5
Cancellation
1. In case of cancellation of a flight, the passengers concerned shall:
(a) be offered assistance by the operating air carrier in accordance with Article 8; and
(b) be offered assistance by the operating air carrier in accordance with Article 9(1)(a) and 9(2), as well as, in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, the assistance specified in Article 9(1)(b) and 9(1)(c); and
(c) have the right to compensation by the operating air carrier in accordance with Article 7, unless:
(i) they are informed of the cancellation at least two weeks before the scheduled time of departure; or

Thats the way i read it, but i'm sure Cityboy will correct either one of us (or maybe even both of us..........)

HXDave

melb

does the fact that Jet2 have already refunded the money mean that they will be able to argue that they have fulfilled their obligations or do they have to give the customer the right to choose?

spheric

Normailly, (i)s and (ii)s apply only to the letter under which they appear... So my reading is that you don't get compensation if there's more than 2 weeks notice. The problem is, I've still no idea what to make of the Article 8 obligations in this case, given the "orphaned" outbound leg is with another carrier.

Had the outbound been with Jet2, I'd read 8(a) as requiring them to provide a flight to the original point of departure (home).

In the first instance, it might be worth ringing them. I've had luck with Ryanair in the past when a flight got cancelled, they transferred me to a flight home to Birmingham on the same day, (it was a Liverpool flight that was cancelled).

Doh! - Cityboy posted better info whilst I was typing

HXDave

Cityboy,

Thanks for that, i knew you would be around soon. However you can easily see how confusing it can be though. If you get reference to the document, i would be most grateful.

Cheers.

HXDave

lewroll

Thanks for all your advice. Having read what you guys posted I have today rung Jet2 who basically told me hard luck but write in to Customer Services (sounded like a call centre not based in UK).
I have done that citing the EC Regulations and asking for alternative flights to be provided. I also rejected the refund.
I will let you know what happens!
Thanks once again:)

richardw

Did you send it 'signed for'?

lewroll

richardw wrote: »

Did you send it 'signed for'?

Yup - but thanks for reminding me anyhow!:beer:

lewroll

Update

I have just received this letter from Jet2.com and I quote

'This letter is to acknowledge receipt of your correspondence and to advise you that we will aim to respond in full within 21 working days. We are still in the process of clearing the backlog of correspondence incurred as a result of the volcanic ash situation last year, so please accept our apologies in advance if our full response takes a little longer than 21 working days.

Thank you for your patience whilst we fully investigate your feedback and be assured that we will be in touch again shortly.'

Obviously if I wait even 21 days my choice of flights are potentially reduced so my question is this:

Do I write again and say 21 days in just not acceptable, wait and see what the outcome is or just book some flights and pursue them for the money?

All advice appreciated!

lewroll

Sorry forgot to say, interesting word to use 'feedback'!!!!