Jet2 = Mis representation?

DonGar

Hi
I booked a package holiday with Jet2 for my husband, daughter and myself. We had seen the holiday advertised in their brochure. We went on line and booked it..it was advertised with having a kids club and one of their "Family Favourites" hotels. Only a few weeks after booking they have informed me that there was an advertising error and there is no kids club available. They are also removing it from their "family favourite" listing. They also used photos from the sister Hotel to advertise the package....which in itself is misleading. Jet2 have now made all the amendments with the correct facts. As we have an only child, the kids club is important to us and we feel cheated. Jet2 have offered to change to another hotel....but this will cost us about £500-600. They have offered to waive the admin charge though!!
They dont seem interested at all and have now quoted the terms in our contractual agreement.....which is a joke! Surely this doesnt give them a right to waive all responsibility for their mistake and surely we have rights? Any advice would be much appreciated. This is a matter of principle and I dont want to let this one go.

Caz3121

Are there any other hotels in their brochure that would be suitable for a similar price?
you could try to push Jet2 to issue refund but then you may be left trying to book at shorter notice = higher cost

DonGar

Caz3121 wrote: »

Are there any other hotels in their brochure that would be suitable for a similar price?
you could try to push Jet2 to issue refund but then you may be left trying to book at shorter notice = higher cost

Thanks for your response. There are other ones, but I got a free child place when I booked and they will not honour that. If I take a refund I will end up paying a lot more. The hotel is perfect but my daughter is shy and we are afraid that without a kids club she will struggle.

stephb34

Do you still have the original brochure with the original details about the holiday you have booked, if so I would persist with your complaint as you have evidence. If its only been a few weeks since booking are there definitely no free child places maybe on a different property. Which hotel is it maybe we can shed some more light on whether it is family friendly at all. From what you've said it sounds like you have a case so if they won't budge at all i'd get help from the citizens advice or threaten them with ABTA.

philip1988

The terms and conditions on their website state:

Minor changes: Sometimes facilities described in our brochure/website may be withdrawn for reasons beyond our control. Where possible, we will tell you about the withdrawal of any facility as soon as possible. Minor changes also include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
No compensation is payable for minor changes to your holiday.

Whether that includes photos of another hotel I would have thought not

DonGar

stephb34 wrote: »

Do you still have the original brochure with the original details about the holiday you have booked, if so I would persist with your complaint as you have evidence. If its only been a few weeks since booking are there definitely no free child places maybe on a different property. Which hotel is it maybe we can shed some more light on whether it is family friendly at all. From what you've said it sounds like you have a case so if they won't budge at all i'd get help from the citizens advice or threaten them with ABTA.

I did have the brochure...will dig it out this weekend, but I was hoping to be treated fairly and not to have to persist. Thanks for your comments

DonGar

philip1988 wrote: »

The terms and conditions on their website state:

Minor changes: Sometimes facilities described in our brochure/website may be withdrawn for reasons beyond our control. Where possible, we will tell you about the withdrawal of any facility as soon as possible. Minor changes also include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
No compensation is payable for minor changes to your holiday.

Whether that includes photos of another hotel I would have thought not

Thanks... Its not the best. However it states accomodation of the same standard with the same faciilities? They have agreed to move me, but at our cost.

headpin

There seems to be a lot of changes. Have they said why there is no longer a Kids club and why not one of their family favourites anymore?

This potentially looks like an advertising issue. Suggest you get some advice from your local TS. You could use this as a lever with Jet2 before actually making contact with TS? T&C's cannot override Statute Law and if the have mis-advertised, then they could be in a bigger mess than they would like and cannot rely on their T&C'S.

Do not be fobbed off on this. Stand up and demand an equivalent or better deal at no additional cost.

mcfisco

Do not be fobbed off on this. Stand up and demand an equivalent or better deal at no additional cost.

Do this but realise there may come a point where you will either have to accept their offer or walk away from your holiday.
Don't let it suck all the pleasure out of your trip, if you have to be pragmatic, enjoy it as much as you can and fight them later.