Jet2.com - Refund nightmare

ctsnww

On 23/6/11 I was trying to book flights for myself and my partner for our first holiday abroad together.

We used skyscanner and found some reasonable prices for the flights we wanted to Cyprus in August.

I went to book the return flight first (Jet2 for the return Monach for the outbound) and the moment I clicked on the button to process the payment I realised I had made a terrible mistake. I had the direction of the flight wrong.

Yes I know, my mistake

I immediately phoned Jet2 and told them of my problem. They explained that they could not change the flight direction and that a refund was my best option. They then explained the refund would take 5 - 7 working days for the money to arrive in my account and that their would be a £40 administration fee. I accepted this and waited.

On 5th July 2011 I contacted Jet2 by email telling them I was very unhappy at not having the money within their own time frame and that I expected the payment by close of banking. No reply.

Today 6th July 2011 I called them again and asked them for an explanation, they said they would get someone to call me back.

Nobody called back and when I got back to my desk at lunch time I found an email that was identical to the first stating they had processed the payment today and that I would have the money with 5 - 7 working days!

This is a joke! I called and tried to complain and got the usual overseas call centre response of "Sorry" at the start of every sentence. A full 20 minutes later and still I'm being told that the refund was actioned today and that if I wished to complain I should do so in writing.

Why is it that a British based company is not willing to speak to someone from their HQ in Leeds? Can't get the "Customer Care" team phone number ("Customer? We Don't Care Team" more like), they are unable to phone me, I'm unable to book another flight until I get my money back!

Come on..... This is daylight robery. They admit they made an error and in todays business world they are unable to make a "Faster Payment".

Theives and crooks? I think so. :mad:

So, what should I do? How can this level of incompetence be the standard for a UK airline? Tell you what, I won't be flying with them now, I bet they are running their aircraft on unleaded from a supermarket rather than on AvGas if this is how they treat people.

Someone please come up with a way in which I can :-

1) Get my money back quicker
2) Get the Admin fee back
3) Get someone in Jet2 to get off their backsides and change procedures


Any idea what I should put in my letter of complaint (as I obviously can't speak to anyone unless someone like you has the direct number for a member of the board?)

I hate faceless companies.

Help:mad:

k3lvc

ctsnww wrote: »

Yes I know, my mistake

You're making some very bold statements re Jet2 considering the above particularly re safety etc.

You're not going to do anything re 2) & 3) - if you're insistent re escalating for 1) then write to Philip Meeson but rest assured there are times when he makes Michael O'Leary from Ryanair look like a !!!!!cat.

Good luck

bagand96

I bet they are running their aircraft on unleaded from a supermarket rather than on AvGas if this is how they treat people.

Why would they want to do that? Unleaded is a far more refined, and far more expensive fuel than the Jet A1 they can buy from Air BP at the airport.

cactusdust

Let's not forget it was you that made the mistake in the first place.. or let me guess, not your fault? Always easier to blame some other faceless organisation I guess.

k3lvc

k3lvc wrote: »

You're not going to do anything re 2) & 3) - if you're insistent re escalating for 1) then write to Philip Meeson but rest assured there are times when he makes Michael O'Leary from Ryanair look like a !!!!!cat.

Good luck

Loving the swear filter - I can't even write pu55ycat :rotfl:

HXDave

you say:

Come on..... This is daylight robery. They admit they made an error and in todays business world they are unable to make a "Faster Payment".

(my bold)

hang on a minute - YOU MADE THE ERROR, not them.

Be thankful that they have offered you something, despite the delay in getting your money back.

Many LCC would have just laughed at you and told you 'tough luck'.

Now thankfully, us trade agents have some real good contacts at Jet2.com, but i'm afraid thats all these people deal with - Trade!.

HXDave