Jet 2 has cancelled outbound flight in December but not inbound

beario

I've had an email from Jet 2 today to say my outbound flight from Leeds-Bradford to Murcia on Sun 15th December has been cancelled. My inbound flight from Murcia to Leeds-Bradford on 27th December is still valid, however.

I paid £325.76 for these flights and also booked airport parking for £45.09 with Airparks.

In the email they state:

"As a consequence of this withdrawal of service, we would like to offer you one of the following options:-

A. A full refund of your entire booking. The refund will be credited to the payment card used at the time of the original booking.
B. A refund for the affected sector only, should you wish to continue to travel with Jet2.com on the part of your journey that may be unaffected by this cancellation.
C. We may be able to offer alternative travel arrangements."

I phoned Jet 2 on their 10p per minute helpline and eventually got through to someone on a really bad line with poor English. She unhelpfully suggested I find an alternative flight and email the helpline, which I have done. No reply as yet.

Are they obligated to provide an alternate flight for no extra charge or will they literally refund me for the original flight, which means I have to book a different flight and pay more money?

Also, is the fact that my inbound flight is still valid mean I won't be able to get a refund for that?

My inbound flight is absolutely useless to me if I cannot find an alternate outbound flight. I just don't know where I stand here!

:mad:

mick_vandick

I'm not sure what the confusion is? Maybe calling them has made it muddly but from what you have said above, they have said that you can have a full refund of both sectors - thats what it says in A.
B is just saying that you can still have a refund of the cancelled flight if you want to keep your inbound and just find your self another outbound.
C will be them suggesting you fly into somewhere like Alicante as an alternative.
They are not obliged to provide you with an alternative with a different airline but they will refund you in full, that seems fair.
I'm guessing that finding a flight to Murcia will be quite tricky so it might be worth looking at alternatives to Almeria or Alicante.

Moto2

Jet2 fly out of Manchester on the 15th to Murcia
Is that something you could work out?

richardw

mick_vandick wrote: »

....They are not obliged to provide you with an alternative with a different airline...

Nope. They are obliged to offer you re-routing, it is your absolute right under EU regulation EC 261/2004 Article 8. http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:32004R0261:EN:HTML

lewroll argued with Jet2 https://forums.moneysavingexpert.com/discussion/3070460

beario

Sorry if I wasn't clear. I realise they are offering a full refund, but that's not what I want. I want my original flight!

My question is will they let me have an alternate flight without further penalty?

Will they let me change my inbound flight to a later date if the outbound flight is later? i.e making my trip shorter?

Moto2

You won't get your original flight, it's cancelled

The next date they have a flight listed is the 20th
If it suits you to shift everything 5 days, propose that solution to them
If you do a search there's a standard phone number listed here somewhere.

lewroll

richardw wrote: »

Nope. They are obliged to offer you re-routing, it is your absolute right under EU regulation EC 261/2004 Article 8. http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:32004R0261:EN:HTML

lewroll argued with Jet2 https://forums.moneysavingexpert.com/discussion/3070460

Hi lewroll here, richardw is right - they have to offer you a re-route either with themselves or an alternative airline. The have to pay the difference not you. I had to go all the way to filing a court case to get them to acknowledge that fact but in the end they settled without going to court and I flew with thomsons instead of them at no extra cost to me. They paid my court fees and expenses as well. To put it politely they are economical with the truth verbally and on paper. Don't take their word, look at the legislation. Hang on in there and demand they provide the alternative suitable flight that you have found.

I take alternative C) to be their way of half heartedly offering to re-route in order to comply with the legislation by the way!

lewroll

mick_vandick wrote: »

I'm not sure what the confusion is? Maybe calling them has made it muddly but from what you have said above, they have said that you can have a full refund of both sectors - thats what it says in A.
B is just saying that you can still have a refund of the cancelled flight if you want to keep your inbound and just find your self another outbound.
C will be them suggesting you fly into somewhere like Alicante as an alternative.
They are not obliged to provide you with an alternative with a different airline but they will refund you in full, that seems fair.
I'm guessing that finding a flight to Murcia will be quite tricky so it might be worth looking at alternatives to Almeria or Alicante.

er sorry to contradict you, mick vandick, but I think that you will find that the legislation means that they DO have to provide you with an alternative flight even if it is with another airline, if that is the option you choose. How is it fair that they can cancel one leg of your return journey and then expect you to source an alternative flight which is almost certainly going to be more expensive than the original?

richardw

beario wrote: »

......My question is will they let me have an alternate flight without further penalty?....

Yes it is their responsibility to offer re-routing at no extra cost. As in lewroll's case they will resist re-routing you on an alternative airline.

beario wrote: »

......Will they let me change my inbound flight to a later date if the outbound flight is later? i.e making my trip shorter?...

Probably not without charge.

shaun_from_Africa

They do not have to offer rerouting.

Yes, article 8 does state:

Right to reimbursement or re-routing

1. Where reference is made to this Article, passengers shall be offered the choice between:

(a) - reimbursement within seven days, by the means provided for in Article
7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,
- a return flight to the first point of departure, at the earliest
opportunity;
(b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity; or

But the important bit is the first line. (which I have underlined).
As with any law or legislation, it must be taken as a whole and you can't just pick and choose what bits to rely on.

Article 5, which is the paragraph relating to cancelled flights states exactly when an airline is liable under article 8 (rerouting), and this states

Cancellation
1. In case of cancellation of a flight, the passengers concerned shall:

(a) be offered assistance by the operating air carrier in accordance with Article 8; and

(b) be offered assistance by the operating air carrier in accordance with Article 9(1)(a) and 9(2), as well as, in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, the assistance specified in Article 9(1)(b) and 9(1)(c); and

(c) have the right to compensation by the operating air carrier in accordance with Article 7, unless:
(i) they are informed of the cancellation at least two weeks before the scheduled time of departure; or

If any airline cancels a flight and informs the passengers more than 2 weeks before the scheduled departure (and the OP's flight is in December), they do not have to offer a different ticket.

richardw

Yes they do have to offer re-routing.

The two weeks notice only refers to (c) the right to compensation.

Article 8 is what they must do and is an absolute right.