Jet2 Cancelling a part of a package.

superbigal

JET2 just informed via email (No idea if this is new or been going on for months) that the Transfers from airport to Playa De Las Americas are all cancelled until further notice.
No reason, no alternative offered, no partial refund, no offer to reschedule or cancel etc.

Views from experts on if this is acceptable to just pull the plug on transfers ?

I just looked at their site and all new bookings still contain transfers.
Looks like they are "at it"

Ganga

Why not contact them and ask ? what do you mean by " at it "

superbigal

Ganga said:

Why not contact them and ask ? what do you mean by " at it "

Selling packages with transfers.
Sending automated emails 14 days before departure advising of a service cancellation.
One I suspect should never have been sold as part of the package.
Again I can at this moment book the trip I am on and it WOULD include transfers.

They are virtually uncontactable hence see if people have seen the same "at it" behaviour on here.

bagand96

Jet2 customer services are usually pretty good so you should definitely persevere in contacting them and find out what's going on.

It could be any number of reasons, but it's likely a short notice change and it hasn't filtered through to the web team  to amend the sales website.

In practical terms PDLA isn't far from TFS and is very easy to get to.  Public service bus, taxi, privately arranged transfer etc.  Worst case scenario is you keep your receipts and chase Jet2 on your return.

sheramber

But you have said you don't know how long that has been in operation. It may have been last  week, or two days ago.

Until further notice - so they do not know how long the problem will last. 

Maybe transport problems that were unexpected and it is not known how long it will last.

The world is  far from normal at the moment and staff illnesses/ shortages are affecting a lot of things. 

superbigal

sheramber said:

But you have said you don't know how long that has been in operation. It may have been last  week, or two days ago.

Until further notice - so they do not know how long the problem will last. 

Maybe transport problems that were unexpected and it is not known how long it will last.

The world is  far from normal at the moment and staff illnesses/ shortages are affecting a lot of things. 

They seem to know it will be for the next 3 weeks anyway as that spans my booking.
If my Hotel was closed I am sure they would cancel my booking or offer a new hotel.
They have simply cancelled my transfer and given no alternative.
My transfer is a lot further than PDLA .  That was just their generalisation I assume.

bagand96

You need to talk to Jet2 and find out your options.

Under the Package Travel regulations you would have rights to a cancellation and full refund for a major change to your package.  I'm not sure if cancellation of a transfer would count as a major change or not.  That said your holiday included a transfer in it's price so if you don't get one you should get something back.

See what Jet2 say.  Even if you get nowhere with them pre-departure just arrange your own transfer and keep the receipts as I am sure you would have some sort of recourse on return.  Obviously you need to keep your additional costs reasonable if you intend to claim them back i.e. if your holiday included a coach transfer then I don't expect they would cover you just jumping in a taxi at TFS arrivals.

eskbanker

bagand96 said:

Under the Package Travel regulations you would have rights to a cancellation and full refund for a major change to your package.  I'm not sure if cancellation of a transfer would count as a major change or not.

In common sense terms a change like this isn't significant enough to justify cancelling a holiday and expecting a refund, but I think there is an argument that the PTRs as enacted do grant this right!

Regulation 11 (changes by organiser) includes:

(3) Paragraphs (4) to (11) apply where, before the start of the package, the organiser —

(a) is constrained by circumstances beyond the control of the organiser to alter significantly any of the main characteristics of the travel services specified in paragraphs 1 to 10 of Schedule 1;

[...]

where paragraphs 4 to 11 cover cancellation/refund rights or price reductions, etc, and schedule 1 in turn includes:

3.  The means, characteristics and categories of transport, the points, dates and time of departure and return, the duration and places of intermediate stops and transport connections.

To me there is an argument that cancellation of some transport connections is therefore a significant change warranting cancellation and a refund, or at least a price reduction.  Cancellation would be an overreaction, but it doesn't seem unreasonable to expect Jet2 to pick up the tab for alternative transport, so citing the regulations may assist when negotiating this....

superbigal

All sorted thanks.
Turns out Hotel offers daily free transfers into PDLA and these have been cancelled.

Westin

So a massive over reaction.

Best to have called Jet2 Holidays first before posting.

Thrugelmir

superbigal said:

sheramber said:

But you have said you don't know how long that has been in operation. It may have been last  week, or two days ago.

Until further notice - so they do not know how long the problem will last. 

Maybe transport problems that were unexpected and it is not known how long it will last.

The world is  far from normal at the moment and staff illnesses/ shortages are affecting a lot of things. 

They have simply cancelled my transfer and given no alternative.
My transfer is a lot further than PDLA .  That was just their generalisation I assume.

Perhaps the transport operator contracted to perform the work has gone out of business. The impact of Covid is far and wide. There's no light switch moment and everything goes back to normal. Just because some people are going on holiday.