jet2 complaint - help please

soulanon

Hi, booked some (2 adult & 2 kids) flights from Blackpool to Majorca a few weeks ago online & have noticed on the booking confirmation that our surnames aren't listed - only our first & middle names are & these are consistent with our passports.

For some unknown reason our surnames haven't gone through when submitting the form.

I've telephoned Jet2 earlier today & attempted to explain the position (4 x different calls including 1 to a supervisor). They will add the surname name but want to charge £35 p/p per flight - total cost £270!! (flights only £650).
I am really annoyed, have refused to pay & have requested they escalate the matter asap They have promised to ring me back tomorrow.
Has anyone experienced a similar issue with Jet2 or any other airline? If so, what was the outcome & can you offer any advice ? Also, is there any watchdog or regulatory body I can escalate this matter to.

Thanks
s

richardw

Did they ask for middle names?

luci

I've just done a dummy booking with Jet2 and it only asks for forename and surname. If you have entered middle names in the surname box then I'm afraid it it your fault and not Jet 2's.

Did you not notice that there was nowhere to enter the surnames once you had entered the first two names?

Middle names are not required for flight bookings.

soulanon

Quick update - after 4 calls to Jet2 they've agreed to put the booking right free of charge. Thank goodness i dont have to pay the £280. Cheers. S

malkie76

Very generous of them to fix your mistake.

bagand96

Quick update - after 4 calls to Jet2 they've agreed to put the booking right free of charge. Thank goodness i dont have to pay the £280. Cheers. S

So did you get to the bottom of the error, was it in fact your mistake?

And will you be writing to Watchdog, and the regulatory body to inform them of how good Jet2 customer service can be?!

soulanon

I know i didnt make a mistake - but most on here seem to know otherwise despite the fact they didn't make the booking or call the cc.
The call centre acknowledged they have experienced problems with their booking sytem (its fragility is demonstrated by the fact: it can't handle multi tab browsing ; last year i was charged cc fee when i used a dc & was subsequently reimbursed). They didn't accept it was their fault & nor did they say it was mine. It took approx 4.5 mins to change - certainly not £280 worth of labour. Im taking NFA.

bagand96

I was only asking, it doesn't matter now as its sorted. However, the Jet2 site doesn't ask for middle name, there is a box for First and Surname, nothing more. It seems common sense has prevailed and in the interests of customer service they have waived their fees. Good on them.

Oliver_Zarmy

Glad to hear it's been sorted but how did Jet2 find out your middle names?

MumOf2

Presumably through the additional information you have to give for all flights to Spain - names as per passport which usually include middle name/s.

MumOf2

budgetflyer

soulanon wrote: »

I know i didnt make a mistake - but most on here seem to know otherwise despite the fact they didn't make the booking or call the cc.
The call centre acknowledged they have experienced problems with their booking sytem (its fragility is demonstrated by the fact: it can't handle multi tab browsing ; last year i was charged cc fee when i used a dc & was subsequently reimbursed). They didn't accept it was their fault & nor did they say it was mine. It took approx 4.5 mins to change - certainly not £280 worth of labour. Im taking NFA.

bagand96 wrote: »

I was only asking, it doesn't matter now as its sorted. However, the Jet2 site doesn't ask for middle name, there is a box for First and Surname, nothing more. It seems common sense has prevailed and in the interests of customer service they have waived their fees. Good on them.

Oliver_Zarmy wrote: »

Glad to hear it's been sorted but how did Jet2 find out your middle names?

Im with bagand96, luci, malkie76 and Oliver Zarmy on this one. Mistake has been made by soulanon IMO

The website just isn't going to take the middle name of API and transpose it into booking details.

Jet2 kindly rectified FOC. Good for them.:T
Just a pity soulanon doesn't seem to appreciate Jet2 have done more than they really had to.