Jet2 Holidays Hold Luggage

itsakidsworld

Hi Folks,

Any advice would be appreciated with this one?

I've booked for a large group to go on holiday for 5 days with Jet2 Holidays and all appears ok. To be honest I was not aware that any hold luggage was included in the package but some of the group asked about adding a few suitcases for essentials so a good point.

I went back onto Jet2 Holidays and logged into "manage my booking" to see about adding some suitcases. It says that you can add hold luggage for £9.99 one way so I thought not bad! However when I went to book it the price was coming out at £32 a case both ways but even then, would not let me add any?

So I called customer services and explained the situation. They looked at our booking and said as part of a Jet2 Holidays package, up to 22kg of hold luggage is included as standard.

I asked for a confirmation email and was informed this would arrive with all final vouchers. When it has arrived, it shows in small writing "in order to keep your holiday package to a minimum, hold luggage is not included as part of your package"? So I have been onto Jet2 Holidays asking why and the chap explained that he has listened to the recorded conversations and in the very first one the lady clearly states this booking does not include hold luggage so we will have to pay.

I explained that in further conversations (if he has listened) a Jet2 agent states that hold luggage is included as part of all package deals but he says Jet2 are sticking with the original conversation.

So I have asked for a copy of the transcript in written and cd format, for all conversations relating to this booking to clear this up.

I have checked and checked the website and it even says in the advertising that 22kg hold luggage is included as standard with all package holidays? I have screen printed this and sent it off with a letter and £10 (as told to do so) and hope to hear something back soon. Nowhere in the terms and conditions does it say otherwise?

Does anyone know where we stand with this please? If we have to pay then ok fair point as we did not expect hold luggage as part of the package. But to find near the date of travel it is actually included, then have it taken away, leaves a sour taste?

Thanks for any feedback.