Jet 2 - advice needed!

ladybird17

Hi all, really hope you can advise.

My partner and I are having severe problems with a complaint with Jet2.

We paid almost £1800 for our honeymoon - a four star plus in Turkey through Jet2. However, the whole thing was a disaster - they food was disgusting, we weren't made aware of limits on a la carte, our bedding wasn't changed once during our 10 day stay, the roof below our balcony was littered with cigarettes and someone's underwear, a waiter was rude to my husband, a member of hotel staff shouted at my husband after he slipped coming out the shower and caused some damage, we were harrassed for the bill for damage which was already paid on the night it happened, we were misinformed of our transfer time (I suffer muscle disorder so this is really important to me), we were frequently given chipped glasses and dirty cutlery and during breakfast, the waiters reset the tables but didn't change tablecloths so we were privvy to splodges of other peoples breakfast. The whole honeymoon was awful. Jet2 sold us a luxury Turkish honeymoon and in reality it was a nightmare and we counted down the days until we got home. They are refusing to refund us any money and we can't really afford to take them through court or ABTA arbritration.

They say that because they gave us extra fruit and wine in our room and arranged extra a la carte, this is enough. They refuse to speak on the matter anymore unless through court. ABTA Arbitration is a bit pointless because we have to pay over £100 to register for mediation and if we lose we have to pay Jet2's mediation fees! Would we be best due to drop the complaint or should we take them to small claims?

Thanks in advance,

Lou

pinkshoes

How much of a refund did you ask for?

Do you have photographic evidence of all the things you complained about? Did you try and contact Jet2 during your stay?

ladybird17

Hi Pinkshoes

I asked for half of the total we paid for the holiday.

We have photos of the dirty balcony and I have the piece of hotel room paper which I jotted all problems down on and we have receipt from paying for damage after my husband fell. The photos I have of the pool have too much glare to see the black between the tiles, which is a shame.

I contacted them during the stay and they sent out the rep who offered us the extra fruit and wine in our room and extra a la carte (this was towards start of our holiday) so we accepted and tried to make best of our honeymoon, however it just kept getting worse and I just noted it all down to put in complaint once home where I had proper internet access to inform Jet2 (no computers or net at resort, had to rely on mobile phone).

Thanks for your reply Lou

gardner1

why didn't you check hotel on trip advisor before you booked.....all those faults surely would have showed up in reviews

keyser666

gardner1 wrote: »

why didn't you check hotel on trip advisor before you booked.....all those faults surely would have showed up in reviews

That's the first thing I would do, very easy to see what is truthful and an issue and what others regard an issue but actually is not

ladybird17

My stepdad had found the holiday for me and because he used to work in holiday industry, I trusted his judgement. I should have looked as there are others that have complained, especially from Jet2.

The incorrect transfer time affects my muscle disorder because I can't sit for a long length of time without pain setting in. I was told a shorter transfer time and when we got there it was double that and I was in terrible pain by the time we got there. It's not something I can help and when I booked the holiday on the phone, if she had told me the correct transfer time, I would have definitely looked at a nearer resort.

I'm a bit confused by the bit you said I went wrong at?

ladybird17

I'm only on here for advice on the matter by the way, please don't attack me for asking...

keyser666

ladybird17 wrote: »

I'm only on here for advice on the matter by the way, please don't attack me for asking...

Not attacking just curious. Holiday companies pretty much have you over a barrel if you don't give them or the hotel a chance to rectify it there and then otherwise everyone could return from their holiday and claim for a terrible holiday. When they made the first offer and you accepted it and then things went further awry and not as you would expect you should have contacted them again whilst there rather than come home and document it

ladybird17

We were only there 12 days, so there was only a few days left and I just documented it all whilst I was there to speak to Jet2 upon return. I don't really know how these things work and because of lack of net access in hotel couldn't find out (we were in a resort outside of Marmaris so would have had to travel to internet cafe and I just wasn't up to it) It just doesn't seem fair at all - they are misselling this hotel as a 4 star plus and it's awful, not even 3 star. I just don't feel they should get away with ripping people off?

PZH

ladybird17 wrote: »

I contacted them during the stay and they sent out the rep who offered us the extra fruit and wine in our room and extra a la carte (this was towards start of our holiday) so we accepted and tried to make best of our honeymoon...

Unfortunately, I don't think this will help your situation

ladybird17 wrote: »

...however it just kept getting worse

So you should have kept complaining to the rep whilst there

ladybird17 wrote: »

...I just noted it all down to put in complaint once home

ladybird17 wrote: »

I asked for half of the total we paid for the holiday.

Again, unfortunately, Jet2 will probably see this as you having the holiday and now just trying to get some money back.


From the ABTA FAQs

I have a general complaint about my holiday, what’s the correct procedure?

Any complaint must be lodged with the tour operator while you’re in resort. You must complete a customer complaint form with the rep and retain a copy. Should the matter remain unresolved you must write direct to the tour operator on your return within 28 days.

The way Jet2 (and most likely ABTA) will see it is that the issue WAS resolved when you accepted the extra fruit and wine and extra a la carte.

Any further complaint should be have been made at the time.

Did you "complete a customer complaint form with the rep and retain a copy." ?


I know it is a major disappointment, especially for a honeymoon, but is it really worth the extra hassle, money and bad feelings?

Leave an honest review on tripadvisor (i.e. be truthful, not libellous) and try to put it down to experience.

SuperHan

ladybird17 wrote: »

It just doesn't seem fair at all - they are misselling this hotel as a 4 star plus and it's awful, not even 3 star. I just don't feel they should get away with ripping people off?

There is no official global criteria for the star system. Most of the time, the hotels make it up. Looking at Jet 2's website, there doesn't appear to be any criteria for their ratings either.

Just a word of advice not to use that in any complaint, as it's entirely subjective. You may think it's 3*, but it could be better than any where I've ever stayed and I may go and rave about how it's 5* (unlikely, I know).