Online check-in fee - Jet2

stan.stan

Booked a flight + hotel deal with Expedia - departure in 10 days. Carrier is Jet2. Knowing I’d have to pay for hold baggage i logged onto the Jet2 “manage my booking” web page. Was surprised to see Jet2 requiring £16 for checking in online as this this something that I’d never been asked to pay for before. No other check-in options were offered. I’ve paid the £16 but it’s left a bad taste. What’s going on here, any ideas anyone? 

Grumpelstiltskin

I did an online check in on Monday and wasn't charged, OK you could add extras and be charged but basic was free.

bradders1983

I think you have made a mistake somewhere OP and maybe added a 2nd extra bag on, or picked an extra legroom seat which are chargable. Ring them and ask?

Pollycat

I think the OP has definitely paid for something other than online check in.

From the horse's mouth:

We've made it ultra-easy for you to check in online. It;s quick, it's convenient and it's free! That way, you can get everything sorted before you soar. Here are just some of the reasons it's well worth checking in online.

https://www.jet2.com/en/deals/free-online-check-in

eDicky

The day that a method of checking in becomes available that is cheaper for the airline than doing it online is the day that they will begin charging for online check-in. I can't imagine it being very soon, however.

stan.stan

OP here.
I queried the charge in an online chat session with a Jet2 representative (see below for full details).
Bottom line is if you book a Jet2 flight via a 3rd party (eg an Expedia hotel and flight package) and subsequently add hold baggage (via the Jet2 'manage my booking' link you get sent from Jet2) Jet2 raises an additional bag handling charge which they misdescribe (in my onion) as an "online check-in charge".

I'll let you decide how 'honest' Jet2 is in the following.

Jet2: Hello, You're chatting with Jet2. How can I help you today?

Me: Hi Jet2

Me: Would you mind looking at my charges for this flight
Jet2: Are you wanting to amend the flight? 

Me: No, I'd like to understand why I was charged £16 for Online Check-in
Jet2: Have you booked through a third-party company by any chance? 

Me: Yes, via Expedia
Jet2: Expedia adds this charge, and it would be payable but all bookings made via Expedia have the check in charge implemented 

Me: Why
Jet2: You would need to contact the company you have booked through and speak to them in regards to this 

Me: It only became apparent when I went to manage my booking and it was a Jet2 generated charge
Me: Its on my credit card as a payment to Jet2
Jet2: Thats correct as it is a jet2 flight you have booked, and this gets paid to Expedia. The charge is payable and cannot be removed as mentioned you have booked through a 3rd party and not directly with jet2 

Me: So to be clear, you are saying this is an Expedia charge and not a Jet2 charge?
Jet2: Was this fee added at the time of booking, or after David? 

Me: It was added after I clicked onto the "manage my booking" link in the email confirmation I received from Jet2 which contained my flight reference. That is when I paid for my baggage and seats. It was charged on the Jet2 web site. I can't be any clearer than that.
Jet2: You didn’t mentioned at the start this was added after you made the booking, I am asking to be clear. Thanks, I'll just need to take you through some security questions.

…

Jet2: I can see the charge was added after you added the checked in bags. The reason the charge is added is because you are using our check in facilities in the airport. The charge is added to all 3rd party bookings if bags are added as without the bags you could proceed to security and not need to use the check in service. I hope this makes sense David 

Me: No it doesn't. It was there from the off before I added any bags I had no option to deselect it. As you describe it it's nothing more than an extra bag handling charge that would not apply if I'd booked the flight directly with Jest2.
Jet2: You have added bags, therefore you are using our check in service for the bags at the airport 

Jet2: You have not booked direct there for the charge is payable 

Me: But it's described as a charge for online check-in which is something I do at home. Why are you charging me for that? At best it's a misdescription of what I'm paying for.
Me: I'd like the £16 refunded please.
Jet2: As mentioned above David the charge is because you are using the check in service for your bags, you would not be able to do this at home as you need to go to the desk to check in your bags 

Jet2: This will not be refunded David 

Me: Then I'll be asking my credit card company for a charge back.
Jet2: That’s fine if you wish to do that, they will approach us to ask us and we have rightfully taken the payment which would have also been confirmed before you made the payment. Is there anything else I can help you with today?

 

bradders1983

Ha, if Expedia charge it Stan there is very little you can do, lesson learnt here mate. Book direct next time.

Pollycat

You are blaming the wrong company here.

Blame Expedia.

And book direct next time.

bradders1983

A chargeback will also be a waste of time.

Westin

Despite the web chat transcript I am still not convinced.

I wonder if OP selected seats during what he believed was online checkin and it is the seat selection which is what he has been charged for.

stan.stan

So I complained to the Advertising Standards Authority about Jet2 and my complaint was accepted by it.  
When contacted by the ASA, Jet2 replied that I should not have been charged the £16 for the online check-in and I have now had the charge refunded.