JET2 making it impossible to cancel a holiday

carolMc

Dear Martin Lewis

I booked a holiday a few weeks ago with Jet2 on line and via their website flying out on 1 October 2020 for 7 nights.

I paid a deposit of £86.50 and the balance of £586 is due to be paid out on 23 July.  I now have to cancel that holiday and I understand that I will lose my deposit.

The Jet2 website does not give you an option to cancel a holiday on line or via their website.  Instead it gives you a number to ring 0300 300 0702 which just rings and rings, then automatically cuts off.  I have tried this number hundreds of times and the same thing happens ie it automatically cuts off.  I’m concerned that if I don’t give the 70 days notice then they will take the full balance from my account.  Also their website does not give any option, FAQs or services which could address my predicament.

I find this very very frustrating and worrying that they’ve made it so impossible for me to cancel this holiday and that they will try every trick in the book to deduct the balance from my account on 23 July?

I have emailed their customer services but I’m not at all confident that this will suffice or even be acknowledged as notice of cancellation.  Can you please advise me?

elsien

Their terms and conditions say you can cancel in writing. So I would suggest you forget the email, send a letter and get proof of posting from the post office when you send it. 

5. If you cancel your holiday

The lead name of your party may cancel your holiday at any time. Written notification from the lead name on the booking or your travel agent on your behalf must be received at our offices. Alternatively a cancellation by the lead name of your party can be made by telephone, by contacting our Pre-Travel Services Team on +44 (0) 333 300 0737and providing the correct booking reference and security details. Since we incur costs in cancelling your travel arrangements, you will be required to pay cancellation charges. The cancellation charges shown below apply from the date we receive the written notice at our offices, the travel agent activates the cancellation, or you make a telephone cancellation.

Pollycat

I don't know if Jet2 have changed their website recently but we cancelled our holiday - booked online - through 'manage my booking'.

That was on 15th June, 3 days before the final balance was due.

We received email confirmation almost immediately.

TELLIT01

Pollycat said:

I don't know if Jet2 have changed their website recently but we cancelled our holiday - booked online - through 'manage my booking'.

That was on 15th June, 3 days before the final balance was due.

We received email confirmation almost immediately.

I was about to suggest the same thing.  The link to amend or cancel bookings isn't obvious.  It is, or was, towards the bottom of the page and is only a small link.  Jet2 are generally pretty good at getting back to people, although they are currently handling work in date of travel order.  People do manage to get through on the phone but it can involve holding for an hour or more.