Jet2.com's appalling customer service

KMK

My friend and I,both pensioners, have booked a holiday in France in July. Back in November I booked a mid morning flight to Gatwick from Newcastle with Jet2 .com to link with the flight to Marseilles in the afternoon.

On Friday I was told by e mail that this flight will now leave at 2pm (4 hours later) and will no longer link us with the onward flight to Marseilles. Instead, we have been offered a flight at 6 am, which means getting up at 3am and spending 5 hours in Gatwick. When I tried to get through to change the flight to the evening before, so we could get a decent night's sleep in Gatwick (for which we shall have to pay of course)I was told via a 50p a minute phone line that because the date has been changed, I would have to pay extra for this changed booking, although they have caused the problem. I can only change, without incurring extra cost, to a same day flight.

I have sent 2 emails to which I have had no reply. I am tempted to cancel but then we will lose the deposits on the flight/holiday in France. Rock and a hard place? How do you get any service from these people without spending a fortune on a rip off phone line? They are utterly inflexible when you do get through. And why should I have to pay extra when they have changed the original flight?

Any suggestions please? I have contacted ABTA by the way.

littlejaffa

https://www.saynoto0870.com offer a couple of differnt tel no's that aren't premium rate 0207 1700737 most likely to give you a call centre in india or 01202 597600 which is the switchboard of the parent company..you could also give 0113 2387444 a try.

Not sure where your based but it might be worth going to the airport, jet2 have a desk and the metro goes door to door for just a few £'s so that might be cheaper and more rewarding than phoning

I think the bottom line though is that their terms and conditions that you agreed to on puchase allow them to do this, and with budget airlines you really do get what you paid for.

I'd look at another budget airline, hope for 1p tickets and fight jet2 for a full refund, they can't give you the flight you booked so a refund might be a clearer option to go for.

On the plus side the flights are so long away i wouldn't worry just yet
good luck

richardw

littlejaffa wrote: »

Not sure where your based but it might be worth going to the airport, jet2 have a desk and the metro goes door to door for just a few £'s so that might be cheaper and more rewarding than phoning

I think that is worth a try.

Airlines do change their schedules, so doing things separately is risky.

alanrowell

I must be missing something - where is the appalling customer service?

They've told you in plenty of time that they've changed the flights and they've offered to put you on an earlier flight the same day so you can make YOUR connection.

It's not their fault that you made plans for onward travel, after all Jet2 like EVERY OTHER low costs airline operates point to point

I'd say that by low costs airlines standards you've had great customer service.

gladys_3

Hi in most cases like this it looks like to me that they have had their airport slot changed by the airport , hence change of times, i agree they have give you plenty of notice, cant you change your times on the other flight

Engadine

It is in airline's terms and conditons that they can change flight times, normally they will only compensate if they change the time by 12 hours or more. As they are a budget airline they tend not to operate to these guidelines.

Sorry to say but ABTA won't be interested, Jet 2 are an airline and not members of ABTA - The Association of British Travel Agents, ABTA will only look into issues with their travel agent members or their Tour Operator members who fail to meet the code of conduct.

The have offered an alternative flight that still gets you to LGW to enable you to meet the connection the fact that you have to spend 5 hours in LGW isn't really their issue. All low cost airlines operate point to point and will not be held responsible for anyone missing connecting flights, it's just the way it operates with them. I think they have been pretty fair offering you the alternative, if it was one of the other low cost airlines then they probably wouldn't have offered anything

KMK

Thanks for all the useful suggestions.

I still think that not replying to 2 e mails and therefore forcing me to use their 50p phone line to sort it out is poor customer service. After all, they changed the flight I had booked for my connection, not I.

I did access the normal phone line via "Say No to 0870", but the the person at the other end from Jet2 flatly refused to deal with my problem and directed me back to the expensive phone line. By then I had been to India and back with no resolution, and so I gave up.

I had not read all the small print (Mea Culpa), but still feel that to charge me another £50 for changing the flight to the day before is pretty steep. added to the cost of a hotel in Gatwick. We just could not face getting up at 3am, followed by a day's travelling at our age. So it has been a very expensive flight all told, made worse by Jet2's poor customer service.

rvelling

For the future, you should try using one of the big flight search engines such as momondo.com (also listed in Martins travel section.

Here you can search for cheap flights, AND also see other customers review of the airline, thus avoiding bad treatment.

Sam_Bee

rvelling wrote: »

For the future, you should try using one of the big flight search engines such as momondo.com (also listed in Martins travel section.

Here you can search for cheap flights, AND also see other customers review of the airline, thus avoiding bad treatment.

It would appear you are spamming. Stop it.