We have taken Jet2 to court over refusing refund of holiday deposit - and won

stoem

Some of you have the facts wrong but it’s fine. Just to clarify (these are facts I will prove in court): Jet2 were given the chance, twice, before we cancelled to work out an alternative resolution. 

They also weren’t aware of the changes at the hotel, we informed them about them. They later claimed we knew only with hindsight about the change in services - not true because the hotel made the changes clear in July and (in writing) stated that these changes would last the entire season. 

We were asked to pay full price for severely reduced services. Not Jet2’s fault we have a pandemic but not mine either. They’re applying T&Cs as if no pandemic exists but tell us ‘exceptional circumstances’ exist when half the facilities at the hotel at closed. 

I can afford to lose time and £300, I couldn’t easily afford to lose £3500...

Jet2 wanted this fight, not me. But I’ll play. 

eskbanker

stoem said:

Some of you have the facts wrong but it’s fine. Just to clarify (these are facts I will prove in court): Jet2 were given the chance, twice, before we cancelled to work out an alternative resolution.

But surely that misses the point - the key question isn't whether they had the chance to offer alternatives, it's whether they had an obligation to do so?  You say they did, they say they didn't, and it's then up to the court to decide....

CKhalvashi

eskbanker said:

stoem said:

Some of you have the facts wrong but it’s fine. Just to clarify (these are facts I will prove in court): Jet2 were given the chance, twice, before we cancelled to work out an alternative resolution.

But surely that misses the point - the key question isn't whether they had the chance to offer alternatives, it's whether they had an obligation to do so?  You say they did, they say they didn't, and it's then up to the court to decide....

Even if they did, there would have been no point Jet2 making alternative arrangements 3 months out, which given the situation at the time would have been liable to change again several times in the interim.

OP therefore has not given adequate chance to remedy in this case in my opinion, simply on the basis of the unreasonable timescales they are expecting Jet2 to work with.

If this had been within 4 weeks of the holiday, I believe there may be a reasonable chance of success here, but OP voluntarily chose to cancel at the 3 month mark. This is therefore OP's loss in my opinion.

Westin

+1 on above.

Will be interesting to see how this pans out.

stoem

I've submitted my claim against Jet2 some time ago via the HMRC Moneyclaims Service. They have until tomorrow to respond or request a 14 day extension.  

michael1234

stoem said:

eskbanker said:

You seem to have missed the situation that it wasn't anything to do with 'building issues' but Covid-related unavailability of certain facilities.  Therefore, the chances are that other hotels in the vicinity would also have been in the same position, but the point is that, by unilaterally pulling the plug three months in advance, OP is unlikely to have given Jet2 the opportunity to offer alternatives and so Jet2 are regarding it as a customer-initiated cancellation.

The reason I cancelled at that time (having phoned them once before already enquiring about our options) was that the full balance for the holiday was due. Given the stance they took during the call it was clear that it would be wise for me to argue with them over the deposit than over the entire £3.5k.  
No alternative accommodation or holiday was offered, nor was a free transfer of the deposit to another holiday. 

For the sake of £300 they would apparently rather lose a return customer then to hold onto my money for the next holiday which we would inevitably would have taken with them. As a business owner myself I find that insane but there you go.

Not only that. They risk further reputational damage from threads like this which sometimes are picked up on by the mainstream media causing much more damage.

Understand if you don't but would be great if you did keep the thread updated to its conclusion. Particularly if you win 8-)

Pollycat

Edit;
Whoops.
Wrong company.

eskbanker

^ Thread is about Jet2 not Ryanair....

stoem

Update as expected: 
"Jet2.com & Jet2holidays has been given an extra 14 days to respond to your claim.
They need to respond to your claim before 4pm on 11 August 2021."

My prediction: Jet2 will contact me towards the end of the 14 day period, tell me to withdraw the claim because I'd loose anyway and then pay up on the last day when (not if) I don't withdraw. At least that was the experienced some others have had. 

Thrugelmir

stoem said:

My prediction: Jet2 will contact me towards the end of the 14 day period, tell me to withdraw the claim because I'd loose anyway and then pay up on the last day when (not if) I don't withdraw. At least that was the experienced some others have had. 

Jet2 will address the court by filing a defence. Onus will be on you to pursue matters further. Judge may not even grant a hearing.