Flight delay and cancellation compensation, Jet2.com ONLY

NoviceAngel

Funny how things happen, I thought our joint services were no longer needed. I was just grabbing my pipe and slippers and all this kicks off!

Jet2 just never learn and it’s reassuring to know that we’re all still here to keep a check on them.

Yes, I agree with JP, if there isn’t an easier way then re-type the entire letter, to see exactly what you were told and asked to sign.

Tyzap, says it doesn’t matter what you’ve signed, but if they did ask for volunteers and started the first official part of the process then in my view things could get difficult.

Reg_Hedge

Hi Squirrelling...were you the couple who took the Easyjet flight back to Manchester? I believe you're still entitled to 400E each in compensation, and you might also have a case for a refund of the cost of your replacement flights.


We were one of the first groups to leave the aircraft, but at the point we got offloaded they definitely had not asked for volunteers; the captain said "to make it fair" it would be the last 21 passengers who checked in who would get bumped. Presumably, the request for volunteers came after we had left the plane (I wonder if someone at J2 dispatch heard what process they were using, and radioed through to tell them they were acting illegally and to change how they were doing it).


As you asked for a refund, I'm guessing you never checked in for the GLA flight, and were not asked to sign the disclaimer letter offering a free flight?

Reg_Hedge

JPears wrote: »

Oh crikey, you have done this all wrong!
For future reference, when they ask for volunteers:
1. Negotiate the highest amount possible in compensation, at least what you would gain incomepnsation (depending on route/distance)
2. Assurance that they will either provide you with an alternative flight, accomadations/subsistance costs, if necessary or pay for a flight with an alternative airline.
Whatever DO NOT accept a refund. Jet2 can now wash their hands of you in terms of duty of care (but not compensation).
How did you make your onward journey?
I and others would love to see a copy of the letter you received posted up here.

I think its fair to say that when you are in that situation, faced with a bit of a panic about if\when\how you're going to get home, the last thing on your mind is that the airline might sneakily try to pull a fast one on you. In hindsight, Squirrelling should have negotiated compensation from his seat on the plane, just as we should not have signed the letter (I'll post copies shortly). But in that situation, and knowing very little indeed about the regulations and our rights, its easy to follow the path of least resistance, and the airline clearly know that.

NoviceAngel

Reg_Hedge wrote: »

I think its fair to say that when you are in that situation, faced with a bit of a panic about if\when\how you're going to get home, the last thing on your mind is that the airline might sneakily try to pull a fast one on you. In hindsight, Squirrelling should have negotiated compensation from his seat on the plane, just as we should not have signed the letter (I'll post copies shortly). But in that situation, and knowing very little indeed about the regulations and our rights, its easy to follow the path of least resistance, and the airline clearly know that.

I believe that in that situation, you do panic and go along with anything that your told. That’s exactly what Jet2 expect you to do:mad:

I got stranded in Paris last year during the ‘beast from the east’ event. Even though I’d been a regular contributor to these forums, I did start to doubt myself about what exactly I was entitled to, but the thought of being stranded in a foreign country does make you sign and agree to things that you wouldn’t normally do and that’s from someone that has a few posts trying to help others over flight delay.

Luckily Tyzap was a great support and guided me through it all.

JP maybe senses the frustration that we all feel about the way you were dealt with - we all get that. JP, Tyzap, myself and others will do our best to help you get what you’re entitled to, no matter what you did wrong at the time.

I’m sure you don’t keep a copy of EC261/2004 in your wallet. I must admit even I don’t but I promise I will when I fly again with J2 this summer.

Reg_Hedge

Ok so first, this is the letter we were all handed in the arrivals hall, immediately after collecting our baggage; this is the letter I think Squirrelling was referring to. (Not able to attach an image, so just typing out the text in full).


Date; 1st April 2019
Time 16.15
Issue:1
Reference LS766 Funchal to Manchester


Hello,


As a policy, Jet2.com does not overbook its flights, however due to unforeseen operational reasons, Jet2.com has been obliged to reduce the capacity of your flight today. This means that your flight is now over capacity.


If your are able to change your travel arrangements, we will offer you, at your choice:


* Change your booking to the next available Jet2.com flight. This will be the LS130 to Glasgow departing at 20.20 local time (subject to availability). Coach transportation will then take you from Glasgow airport to Manchester Airport.


Or


* Change your booking to a preferred date and time of your choice, subject to avauilability. Any custeomner who opts to change to a preferred date and time of their choice will be eligible for reasonable costs to get you back to you final destination (receipts for any hotels, refreshments and onward travel (including new flights) should be submitted to [EMAIL="customer.service@jet2.com"]customer.service@jet2.com[/EMAIL])


Or


* Refund your return flight, leaving you free to make your own alternative arrangements.


Finally, it is rare for our schedules to be disrupted like this. Our dedicated operations teams are working hard behind the scenes at our Uk-based HQ, and on behalf of us all, we are sorry again for the inconvenience this delay brings. We are working on the situation, and will have you on the way as soon as we can.


Kind regards,
Customer Operations Team.

Reg_Hedge

NoviceAngel wrote: »

I believe that in that situation, you do panic and go along with anything that your told. That’s exactly what Jet2 expect you to do:mad:

I got stranded in Paris last year during the ‘beast from the east’ event. Even though I’d been a regular contributor to these forums, I did start to doubt myself about what exactly I was entitled to, but the thought of being stranded in a foreign country does make you sign and agree to things that you wouldn’t normally do and that’s from someone that has a few posts trying to help others over flight delay.

Luckily Tyzap was a great support and guided me through it all.

JP maybe senses the frustration that we all feel about the way you were dealt with - we all get that. JP, Tyzap, myself and others will do our best to help you get what you’re entitled to, no matter what you did wrong at the time.

I’m sure you don’t keep a copy of EC261/2004 in your wallet. I must admit even I don’t but I promise I will when I fly again with J2 this summer.

Thanks Novice Angel - your help and support on this is massively appreciated.


Presumably J2's legal dept watch this thread like a hawk so at least they know what to expect! (If you are reading this guys, I won't be giving in so you might as well just pay up now!)

NoviceAngel

Thanks for posting that I’m mad as f**k after seeing option three why is is even there ? The CAA need to see a copy of that!

I’m off to a dark room to calm myself down for a while:mad:

NoviceAngel

Ok Reg,

What you have there is gold, because your legal rights under EC261 were never explained and none of the options offered are in line with EC261 and quite frankly option 3 is a joke.

Just to explain, if you went for option 3 as soon as you except the airline no longer has a right to care, meaning all meals, transport costs, hotel accommodation would all have to be paid by yourself and would not be recoverable.

I think at this stage it’s a waiting game to see what J2 say to your claim, I do agree they will refer to any document that you signed (please post when time allows) .

I shouldn’t be but I’m really shocked at that letter and that’s 15 years after the regs were first introduced. Appalling behaviour by Jet2 again.

Reg_Hedge

The second letter (which I assume Squirrelling was not given) which we were asked to sign immediately after checking for the Glasgow flight:-


ACCEPTANCE OF FREE OF CHARGE FLIGHT VOUCHER


Affected flight number:
Routing:
Date: (all completed by hand)


I confirm that following Jet2.com's offer of a free of charge flight voucher (valid for a period of 12 months from today's date, to a destination within their Mainland European Network) as compensation for volunteering to travel on an alternative flight in accordance with the Customer Information Bulletin issued that:


I ACCEPT the offer of the free of charge flight voucher an it's associated terms and conditions* of use in full and final settlement of this matter.


Names (s) (print)
Signature
Booking Reference
Date


* Tickets are valid for use 12 months from today's date. Tickets may not be exchanged for cash. This offer is not transferable. Please note that concession seats are always strictly subject to availability and we reserve the right not to offer seats on certain flights and dates. Our normal terms and conditions apply to all bookings.


Travel dates remain final upon issue. Normal change fees will apply for any date of name changes, once flights have been confirmed.


To claim your free flight(s) please email your preferred options and ravel dates to [EMAIL="flightvouchers@jet2.com"]flightvouchers@jet2.com[/EMAIL], together with your contact details.


In accordance with our terms and conditions, Jet2.com's schedules are not guaranteed. Any changes will be notified via email.

Reg_Hedge

NoviceAngel wrote: »

Ok Reg,

What you have there is gold, because your legal rights under EC261 were never explained and none of the options offered are in line with EC261 and quite frankly option 3 is a joke.

Just to explain, if you went for option 3 as soon as you except the airline no longer has a right to care, meaning all meals, transport costs, hotel accommodation would all have to be paid by yourself and would not be recoverable.

I think at this stage it’s a waiting game to see what J2 say to your claim, I do agree they will refer to any document that you signed (please post when time allows) .

I shouldn’t be but I’m really shocked at that letter and that’s 15 years after the regs were first introduced. Appalling behaviour by Jet2 again.

Indeed. EC261 was never mentioned in either letter, nor verbally from any staff member we spoke with. Our rights were never disclosed (the three options listed all fall significantly short of what we should be entitled to).


Thinking of writing to J2 to formally withdraw our acceptance of the free flights, and any consent to them treating the letter as full and final settlement?