JET2 Package holiday - Hotel is Closed - No refund.

melfinious

Hi there - appreciate some advice on this please.

Booked a package holiday with Jet2 to Crete for 10 days leaving on 29th September 2020 - booked it over a year ago.   Obviously couldn't predict the current problems... have spent 30 minutes trying to get through the JET2 to find out what my options are to be told that the hotel I booked is actually closed!  Jet2 have said I can't have a refund - they offered to re-book any holiday on their website, any date, anywhere, any any any with no admin costs.   I don't want to re-book, I want a refund.  They said no.  I checked their terms & conditions, and a change of accommodation is described as an "insignificant change" and alternative accommodation will be provided at a similar rating, a refund will only be offered for "significant changes".  I have paid for this holiday monthly by DD - it is now paid in full.  Are they right, I can't get a refund?

Many thanks for any advice... 

macman

They can change the accom as long as what they are offering you is of the same or a higher standard. And it would need to be in the same resort/area. Anything beyond that is 'significant', including date changes, flight timings etc.

bradders1983

If you read the terms and conditions you would see yes, indeed they are right. They dont just make stuff up on the phone to annoy you, believe it or not 😉

melfinious

bradders1983 said:

If you read the terms and conditions you would see yes, indeed they are right. They dont just make stuff up on the phone to annoy you, believe it or not 😉

Wow, super helpful.  They have lied to me once already actually, believe it or not - which is why I was asking someone independent for advice.

bradders1983

Their website confirms they are not lying, no need for "someone independent" to confirm. Go take a read...

https://www.jet2holidays.com/terms-and-conditions

Section 8.

Westin

melfinious said:

bradders1983 said:

If you read the terms and conditions you would see yes, indeed they are right. They dont just make stuff up on the phone to annoy you, believe it or not 😉

Wow, super helpful.  They have lied to me once already actually, believe it or not - which is why I was asking someone independent for advice.

First port of call would however be to reread the terms & conditions which you accepted when you booked. The answer was there.

macman's reply is correct.

Ganga

melfinious said:

Hi there - appreciate some advice on this please.

Booked a package holiday with Jet2 to Crete for 10 days leaving on 29th September 2020 - booked it over a year ago.   Obviously couldn't predict the current problems... have spent 30 minutes trying to get through the JET2 to find out what my options are to be told that the hotel I booked is actually closed!  Jet2 have said I can't have a refund - they offered to re-book any holiday on their website, any date, anywhere, any any any with no admin costs.   I don't want to re-book, I want a refund.  They said no.  I checked their terms & conditions, and a change of accommodation is described as an "insignificant change" and alternative accommodation will be provided at a similar rating, a refund will only be offered for "significant changes".  I have paid for this holiday monthly by DD - it is now paid in full.  Are they right, I can't get a refund?

Many thanks for any advice... 

Let Jet2 sort you out a good hotel and go and enjoy your holiday ,there are a awful lot of people who cannot take/get a holiday this year

SevenOfNine

So it seems your initial 'phone call to Jet2 was to discuss your options for 'disinclination to travel', given that you had not known until then that your hotel is closed.  Sounds like they were offering you the only option which is amendment, as flexibly as possible, & they're not obliged to do that.

The holiday (at the moment) is scheduled to go ahead within the terms of their T&Cs with a hotel change, but it's up to them to find one that also complies with their T&Cs. If they can't, or it's not similar enough, then you'll be entitled to a full refund, & Jet2 haven't been doing as badly or as slowly as other travel providers on that front.

Currently you have limited options, 1) cancel & lose your money, 2) keep your fingers crossed travel advice changes & Jet2 are obliged to cancel, 3) take their offer to amend, 4) go to the hotel they may source & have a great time.

Personally I'd be pushing to know what hotel options they've sourced, so I can check star rating, location, facilities etc in comparison to the description they gave of your original booking. It's interesting that Jet2 knew your hotel was closed, so must have planned to move you, but don't bother to proactively tell customers?

bradders1983

SevenOfNine said:

So it seems your initial 'phone call to Jet2 was to discuss your options for 'disinclination to travel', given that you had not known until then that your hotel is closed.  Sounds like they were offering you the only option which is amendment, as flexibly as possible, & they're not obliged to do that.

The holiday (at the moment) is scheduled to go ahead within the terms of their T&Cs with a hotel change, but it's up to them to find one that also complies with their T&Cs. If they can't, or it's not similar enough, then you'll be entitled to a full refund, & Jet2 haven't been doing as badly or as slowly as other travel providers on that front.

Currently you have limited options, 1) cancel & lose your money, 2) keep your fingers crossed travel advice changes & Jet2 are obliged to cancel, 3) take their offer to amend, 4) go to the hotel they may source & have a great time.

Personally I'd be pushing to know what hotel options they've sourced, so I can check star rating, location, facilities etc in comparison to the description they gave of your original booking. It's interesting that Jet2 knew your hotel was closed, so must have planned to move you, but don't bother to proactively tell customers?

Or, they are doing it in date order. The OP isn't going for 5 weeks, and probably had not got round to it yet.