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Online check-in woes - do I have a case?
garythehutch
Posts: 51 Forumite
[FONT="]Hey everyone[/FONT]
[FONT="]I'm hoping you guys can help, in so much as letting me know if I have a case or not. [/FONT]
[FONT="]I recently booked a trip to Alicante. I flew out with Ryanair with no problems. However, the day I needed to come back, Ryanair had no flights, but Jet2 did. So I booked up with them too. [/FONT]
[FONT="]I'd never flown with Jet2 before, but I assumed the airline would work like any other airline when it came to checking in. Unfortunately, I've found out that wasn't quite the case. [/FONT]
[FONT="]I got to the airport at 2pm for a 3:15pm flight with my brother who I was flying with. That morning, I had tried to check in using the app, and while I could find my booking, add extras bad and golfs bags etc, I could not actually check in. I didn't think nothing of this, because the app said, as you can see in the screenshot;[/FONT]
[FONT="]
[/FONT]
[FONT="]"Online check-in and mobile boarding passes are coming soon to this app!"[/FONT]
[FONT="]This is a very important factor that I need to highlight in my case and hopefully as you'll read on, you'll see why. [/FONT]
[FONT="]I initially dismissed this message, and simply thought I could get a paper boarding pass at the airport. I could see that Jet2 simply don't yet have his functionality in their app - but they've acknowledged they're working on it. No big deal. [/FONT]
[FONT="]However, when I got the airport, things turned sour. I approached the Jet2 check-in desk and explained that I needed to check-in and acquire a boarding pass. I was told that there would be a "small charge of €22 per person" to add to my booking. When I queried this, I was told it was because I was late checking in. [/FONT]
[FONT="]I need to state at this point that I know it would be standard practice to pay a late check-in fee - just like it would if I needed to add a bag, for example. [/FONT]
[FONT="]However, because I couldn't physically do this on the app, I didn't think this charge should apply. Surely they would know that their app doesn't have this functionality?[/FONT]
[FONT="]Unfortunately, the lady at the check-in desk didn't seem interested. She said I had to pay the fee, but I could speak to customer services if I wanted to. Optimistic that common sense would prevail, I did this. [/FONT]
[FONT="]Things got worse from here. Once the lady at customer services was done serving another customer, I again explained all of the above - showing her the message I was given. The lady said some things that really started to get me irate. Among them were "I don't know how the app works" - I found this to be a poor customer service response and an even poorer training issue. Another one liner was "there's more than one way to check in", like I had a laptop carrying around with me. The final one was "if you don't pay, you don't fly".[/FONT]
[FONT="]She also quoted a date and time to me that I had logged in to the Jet2 website at home, which was 3 weeks prior and said I could have checked in then. I don't like checking in that early, and besides with other airlines it's always 7 days prior. I didn't believe this and still don't. [/FONT]
[FONT="]She called "head office" and spoke to them. She came back off the phone and said the same thing - the charge applies and can't be waived. She didn't tell "head office" about this message on the app. I noticed this, and pressed her to do some more investigation. I really felt the quote on the app was being ignored because it helped my case. [/FONT]
[FONT="]She called the technical department, who said there were no error messages on the server, even though that was not the issue. The message isn't an error, it looks to be purely by design and they have plans to implement such functionality in the future. I explained this again and again... yet every time it was dismissed. [/FONT]
[FONT="]At this point, the duty manager came, spoke in Spanish to a couple of (English) colleagues about the issue and then offered me to explain. So I did, yet again. You guessed it, I got be same answer. [/FONT]
[FONT="]My brother, who is the nervous type to begin with, just wanted to board the flight. Luckily, he had some Euros left and paid for himself. He didn't have enough for me. Before realising this, he said to me that I should just pay it and in my frustration I swore and threw my bag down. The Jet2 lady mistakingly thought I was swearing at her. [/FONT]
[FONT="]While I was frustrated, I made a point of apologising to the lady and did my best to explain it wasn't her I was swearing at. I accept that I should not have swore like I did. [/FONT]
[FONT="]Being so irate, and not in a position to do anything anyway, he went on to the flight and I stayed. I could not fly as I couldn't pay the fee, and even if I could, I didn't want to give them the satisfaction as I felt this was a major major gap in their mobile software. If the message had gone on to say "please call customer services to check in now to avoid charges", this would have been perfectly acceptable. [/FONT]
[FONT="]There was no flights to my destination until 7:20am the next day via Ryanair. There weren't even any flights to other UK cities. This is because it's quiet season. I booked the 7:20 Ryanair flight. Ironically, I got a text message from them to tell me to check in on the app to avoid being charged for late check-in. I couldn't believe the difference between the quality of the two airlines in this regard. [/FONT]
[FONT="]So as I type this on my Ryanair, flight - I want to know my rights. I haven't paid €22, but I have paid for two people to fly with Jet2, and only one had paid €22 extra to enable him to fly because he could. Can I get that money back? Can I get the my flight money back? Can I get both flight fees back? Can I get further compensation?[/FONT]
[FONT="]Due to this, I had to arrange for money to be transferred from a family member so I could pay:[/FONT]
[FONT="]- €17 for the shuttle bus back to Benidorm[/FONT]
[FONT="]- €57 for a hotel for the night. [/FONT]
[FONT="]- £86 for my Ryanair flight so I could get home. [/FONT]
[FONT="]Again, I know I would not have a leg to stand on if this was a simple case of not checking in on time, but there's extenuating circumstances that I think have rather conveniently been overlooked by Jet2 who admittedly didn't have a clue how their own smartphone app worked/didn't work. [/FONT]
[FONT="]I also want to say to anyone who says I just should have paid it - I couldn't. However, even if I could - I wouldn't have. Some may see this as stubborn, but I stand by my principles and really felt shafted by Jet2. I stand by what I did, other than the swearing - which I do regret. [/FONT]
[FONT="]Needless to say, I won't be flying with Jet2 again. I want to thank everyone who takes the time to read this and I hope to make anyone aware of the limitations on the app so they don't end up in the futile situation that I did. [/FONT]
[FONT="]I'm hoping you guys can help, in so much as letting me know if I have a case or not. [/FONT]
[FONT="]I recently booked a trip to Alicante. I flew out with Ryanair with no problems. However, the day I needed to come back, Ryanair had no flights, but Jet2 did. So I booked up with them too. [/FONT]
[FONT="]I'd never flown with Jet2 before, but I assumed the airline would work like any other airline when it came to checking in. Unfortunately, I've found out that wasn't quite the case. [/FONT]
[FONT="]I got to the airport at 2pm for a 3:15pm flight with my brother who I was flying with. That morning, I had tried to check in using the app, and while I could find my booking, add extras bad and golfs bags etc, I could not actually check in. I didn't think nothing of this, because the app said, as you can see in the screenshot;[/FONT]
[FONT="]
[/FONT]
[FONT="]"Online check-in and mobile boarding passes are coming soon to this app!"[/FONT]
[FONT="]This is a very important factor that I need to highlight in my case and hopefully as you'll read on, you'll see why. [/FONT]
[FONT="]I initially dismissed this message, and simply thought I could get a paper boarding pass at the airport. I could see that Jet2 simply don't yet have his functionality in their app - but they've acknowledged they're working on it. No big deal. [/FONT]
[FONT="]However, when I got the airport, things turned sour. I approached the Jet2 check-in desk and explained that I needed to check-in and acquire a boarding pass. I was told that there would be a "small charge of €22 per person" to add to my booking. When I queried this, I was told it was because I was late checking in. [/FONT]
[FONT="]I need to state at this point that I know it would be standard practice to pay a late check-in fee - just like it would if I needed to add a bag, for example. [/FONT]
[FONT="]However, because I couldn't physically do this on the app, I didn't think this charge should apply. Surely they would know that their app doesn't have this functionality?[/FONT]
[FONT="]Unfortunately, the lady at the check-in desk didn't seem interested. She said I had to pay the fee, but I could speak to customer services if I wanted to. Optimistic that common sense would prevail, I did this. [/FONT]
[FONT="]Things got worse from here. Once the lady at customer services was done serving another customer, I again explained all of the above - showing her the message I was given. The lady said some things that really started to get me irate. Among them were "I don't know how the app works" - I found this to be a poor customer service response and an even poorer training issue. Another one liner was "there's more than one way to check in", like I had a laptop carrying around with me. The final one was "if you don't pay, you don't fly".[/FONT]
[FONT="]She also quoted a date and time to me that I had logged in to the Jet2 website at home, which was 3 weeks prior and said I could have checked in then. I don't like checking in that early, and besides with other airlines it's always 7 days prior. I didn't believe this and still don't. [/FONT]
[FONT="]She called "head office" and spoke to them. She came back off the phone and said the same thing - the charge applies and can't be waived. She didn't tell "head office" about this message on the app. I noticed this, and pressed her to do some more investigation. I really felt the quote on the app was being ignored because it helped my case. [/FONT]
[FONT="]She called the technical department, who said there were no error messages on the server, even though that was not the issue. The message isn't an error, it looks to be purely by design and they have plans to implement such functionality in the future. I explained this again and again... yet every time it was dismissed. [/FONT]
[FONT="]At this point, the duty manager came, spoke in Spanish to a couple of (English) colleagues about the issue and then offered me to explain. So I did, yet again. You guessed it, I got be same answer. [/FONT]
[FONT="]My brother, who is the nervous type to begin with, just wanted to board the flight. Luckily, he had some Euros left and paid for himself. He didn't have enough for me. Before realising this, he said to me that I should just pay it and in my frustration I swore and threw my bag down. The Jet2 lady mistakingly thought I was swearing at her. [/FONT]
[FONT="]While I was frustrated, I made a point of apologising to the lady and did my best to explain it wasn't her I was swearing at. I accept that I should not have swore like I did. [/FONT]
[FONT="]Being so irate, and not in a position to do anything anyway, he went on to the flight and I stayed. I could not fly as I couldn't pay the fee, and even if I could, I didn't want to give them the satisfaction as I felt this was a major major gap in their mobile software. If the message had gone on to say "please call customer services to check in now to avoid charges", this would have been perfectly acceptable. [/FONT]
[FONT="]There was no flights to my destination until 7:20am the next day via Ryanair. There weren't even any flights to other UK cities. This is because it's quiet season. I booked the 7:20 Ryanair flight. Ironically, I got a text message from them to tell me to check in on the app to avoid being charged for late check-in. I couldn't believe the difference between the quality of the two airlines in this regard. [/FONT]
[FONT="]So as I type this on my Ryanair, flight - I want to know my rights. I haven't paid €22, but I have paid for two people to fly with Jet2, and only one had paid €22 extra to enable him to fly because he could. Can I get that money back? Can I get the my flight money back? Can I get both flight fees back? Can I get further compensation?[/FONT]
[FONT="]Due to this, I had to arrange for money to be transferred from a family member so I could pay:[/FONT]
[FONT="]- €17 for the shuttle bus back to Benidorm[/FONT]
[FONT="]- €57 for a hotel for the night. [/FONT]
[FONT="]- £86 for my Ryanair flight so I could get home. [/FONT]
[FONT="]Again, I know I would not have a leg to stand on if this was a simple case of not checking in on time, but there's extenuating circumstances that I think have rather conveniently been overlooked by Jet2 who admittedly didn't have a clue how their own smartphone app worked/didn't work. [/FONT]
[FONT="]I also want to say to anyone who says I just should have paid it - I couldn't. However, even if I could - I wouldn't have. Some may see this as stubborn, but I stand by my principles and really felt shafted by Jet2. I stand by what I did, other than the swearing - which I do regret. [/FONT]
[FONT="]Needless to say, I won't be flying with Jet2 again. I want to thank everyone who takes the time to read this and I hope to make anyone aware of the limitations on the app so they don't end up in the futile situation that I did. [/FONT]
0
Comments
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Most airlines differ.I'd never flown with Jet2 before, but I assumed the airline would work like any other airline when it came to checking in
This was something you could have resolved by finding out the process earlier.
Sorry. It's down to you.0 -
If you don't pay to do airport check-in you have to do it online or pay the fee at the airport. Nowhere do they state that this can be done through the app, in fact they explicitly state on their site that app check-in is a feature "coming soon". So I don't see how you have a case for anything beyond what Jet2 might offer as a goodwill gesture. Next time make sure to read what you're buying, the fact that airport check-in costs extra is made very clear during the booking process.0
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Maybe I wasn't clear about the app issue. The people at check-in didn't say you couldn't do it via the app, they were as baffled as me (supposedly) as to why it wasn't working. They assumed it was. To say the customer should know the product more than those who represent the product, I can't agree with that.
Plus, checking in online is indeed, checking in online. Using the app means you're "online". It doesn't say it needs to be done via a web browser specifically.
Plus, even if it did, I can't see how it's reasonable for them not to waive the fee due to poor app design/communication within their company.
Case in point, why didn't I get a text warning me like Ryanair did? That could have even explained (note, you can't do it via the app).
I'm playing devils advocate here, of course.
Out of two replies, you're saying I don't have a case. I'm 2 for 2 as I asked two friends who travel frequently what their thoughts were.
Keep the replies coming please.0 -
.I want to know my rights. I haven't paid €22, but I have paid for two people to fly with Jet2, and only one had paid €22 extra to enable him to fly because he could. Can I get that money back? NO Can I get the my flight money back? NO Can I get both flight fees back? NO Can I get further compensation? NO
Probably not what you want to hear but this comes down to you not researching the airline's check-in policy and you just making assumptions.
With Jet 2 you can check-in online 28 days before your flight and print your boarding card.
The problems and costs subsequently incurred are I am afraid of your own making and down to you to pay. Sorry.0 -
Here's another question. If you HAVE to do it online, isn't that discriminating against people who don't have computers or smartphones? Many of the older generation don't.0
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Because you weren't flying with Ryanair.Case in point, why didn't I get a text warning me like Ryanair did?
You've assumed Jet2 are Ryanair clones. They're not.
No, because they have access to computers in libraries, through family etc.garythehutch wrote: »Here's another question. If you HAVE to do it online, isn't that discriminating against people who don't have computers or smartphones? Many of the older generation don't.
Seriously, this one is down to your assumptions and poor research. Nothing else.0 -
PeacefulWaters wrote: »Because you weren't flying with Ryanair.
You've assumed Jet2 are Ryanair clones. They're not.
No, because they have access to computers in libraries, through family etc.
Seriously, this one is down to your assumptions and poor research. Nothing else.
I'm not saying they are, what I'm saying is, if online check-in is so essential, then Jet2 should do all they can to make sure users of the app know what the app doesn't have this functionality. Again, the staff didn't know.
It's misleading the customer.
No, because they have access to computers in libraries, through family etc.
Isn't that your assumption? Don't get me wrong, it's a fair assumption, but can't you argue they don't know how to use a computer or live near a library, their family don't etc?
You can't say I've made an assumption and then offer one yourself.0 -
So you ended up paying a shed load of extra money out on another flight, a hotel and transport because "you didn't want to give them the satisfaction."
Did you not have a card you could have put the extra fee on and argue the toss later, without swearing and throwing things around?
I think you've been your own worst enemy here and created a drama where there really didn't need to be one.All shall be well, and all shall be well, and all manner of things shall be well.
Pedant alert - it's could have, not could of.0 -
Yes I can. You did make an assumption.garythehutch wrote: »I'm not saying they are, what I'm saying is, if online check-in is so essential, then Jet2 should do all they can to make sure users of the app know what the app doesn't have this functionality. Again, the staff didn't know.
It's misleading the customer.
No, because they have access to computers in libraries, through family etc.
Isn't that your assumption? Don't get me wrong, it's a fair assumption, but can't you argue they don't know how to use a computer or live near a library, their family don't etc?
You can't say I've made an assumption and then offer one yourself.
Supermarkets give introductory discounts for online shopping. Banks offer better terms on some online accounts. Airlines waive fees to customers who book online rather than by telephone.
There's little evidence of this being discrimination in law.
You messed up. Simple as that.0 -
garythehutch wrote: »Maybe I wasn't clear about the app issue. The people at check-in didn't say you couldn't do it via the app, they were as baffled as me (supposedly) as to why it wasn't working. They assumed it was.
None of that is relevant. Ground staff are not there to offer IT support, I wouldn't expect them to know more about the app than than anyone else.garythehutch wrote: »Plus, checking in online is indeed, checking in online. Using the app means you're "online". It doesn't say it needs to be done via a web browser specifically.
I can be online in dozens of ways that won't let me check in with Jet2! Sorry but you're really grasping at straws there. Fact is that you didn't pay attention to what you were buying and made a number of incorrect assumptions on the day which aren't Jet2's fault.garythehutch wrote: »Here's another question. If you HAVE to do it online, isn't that discriminating against people who don't have computers or smartphones? Many of the older generation don't.
You don't *have to* check in online, you can pay a fee and do airport check in. Even if you couldn't it wouldn't be discrimination. Is Facebook or Amazon discriminating against people who don't have online access because they offer services that these people can't access? Of course not.0
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