Jet2 claim

Kit1

CKhalvashi said:

Kit1 said:

boydgrover said:

Hi Kit, have you heard any further re Jet2 delay? I had an email from their legal team denying my claim, due to extraordinary circumstances for outbound flight LS1223. Email also aid I could register my complaint with CAA. No mention of the return delayed flight LS1244 claim yet, even though I submitted both claims on 5th July. Anyway Kit, how have you got on?

I got the same email.

There were no exceptional circumstances,  it was down to their poor management of staff rotas.  It had nothing to do with air traffic control or the weather which are two of the reason they can get away with not paying out.  They were fully at fault.

Not sure where we go from here but am guessing we are going to have to fight this one all the way.

There will unlikely be poor management of staff rosters. In summer crew are pushed to the legal limits (OH is flight crew and actually had 116 hours block in her schedule despite being limited to 100 flight hours. With some changes over the month to give an 18:xx report after a delayed Tel Aviv etc with the morning crew operating her first 2 sectors. She finished August with 99 hours and 43 minutes of flight time). Note she doesn't work for Jet2.

There are mandatory 12 hour rest periods between duties as stipulated by both UK CAA and EASA. These will not be broken in any circumstances so your family and friends aren't referring to you in the past tense.

In relation to your original issue, crewing is on the airline and it will be for them to show they couldn't reasonably have got the delay down. This would largely be through re-crewing the sector and the crew taking a later departure.

I fully understand that they need their rest but Jet2 knew the flight the evening before was late and they should have sorted out the rota.  I can't believe that they were sending out the late crew early the next morning and l guess that is the point l am making,  
The cabin crew and the pilot told us it was a staffing issue, and it was the pilot who said the staff the night before were late home and needed their rest period.  But when we went to Jet2 for a refund they blamed air traffic control and covid.  Other airlines didn't seem to be having a problem that morning as their flights were taking off on time.  Only Jet2 were delaying flights

boydgrover

Hi kipsterno1 very interesting. I wouldn't mind watching Jet2 on Watchdog, do you know when it will be shown? In the meantime, we keep on claiming for the outbound delay.

kipsterno1

I understand it is scheduled for 12th October. 

CKhalvashi

Kit1 said:

CKhalvashi said:

Kit1 said:

boydgrover said:

Hi Kit, have you heard any further re Jet2 delay? I had an email from their legal team denying my claim, due to extraordinary circumstances for outbound flight LS1223. Email also aid I could register my complaint with CAA. No mention of the return delayed flight LS1244 claim yet, even though I submitted both claims on 5th July. Anyway Kit, how have you got on?

I got the same email.

There were no exceptional circumstances,  it was down to their poor management of staff rotas.  It had nothing to do with air traffic control or the weather which are two of the reason they can get away with not paying out.  They were fully at fault.

Not sure where we go from here but am guessing we are going to have to fight this one all the way.

There will unlikely be poor management of staff rosters. In summer crew are pushed to the legal limits (OH is flight crew and actually had 116 hours block in her schedule despite being limited to 100 flight hours. With some changes over the month to give an 18:xx report after a delayed Tel Aviv etc with the morning crew operating her first 2 sectors. She finished August with 99 hours and 43 minutes of flight time). Note she doesn't work for Jet2.

There are mandatory 12 hour rest periods between duties as stipulated by both UK CAA and EASA. These will not be broken in any circumstances so your family and friends aren't referring to you in the past tense.

In relation to your original issue, crewing is on the airline and it will be for them to show they couldn't reasonably have got the delay down. This would largely be through re-crewing the sector and the crew taking a later departure.

I fully understand that they need their rest but Jet2 knew the flight the evening before was late and they should have sorted out the rota.  I can't believe that they were sending out the late crew early the next morning and l guess that is the point l am making,  
The cabin crew and the pilot told us it was a staffing issue, and it was the pilot who said the staff the night before were late home and needed their rest period.  But when we went to Jet2 for a refund they blamed air traffic control and covid.  Other airlines didn't seem to be having a problem that morning as their flights were taking off on time.  Only Jet2 were delaying flights

And you can't disturb an off duty crew when they are off duty to avoid resetting the clock in some cases or creating a split duty in others. Split duties create arguably worse safety risks if used in this way than delaying by an hour.

Your rights are set out in legislation and you have been advised to follow them. The rules regarding flight time limitations, duty times and rest periods have also been briefly set out to you (I am willing to go into a lot of detail if you wish) and additional ATC restrictions (what any other aircraft is doing does not affect restrictions that may happen to yours, along a specific sector or even a specific airway, if another aircraft is lighter for example it doesn't affect that yours may be too heavy to climb to the FL3X0 required for a faster slot time) are not in control of the airline if this is the case.

emma-uk

emma-uk said:

Following with interest. Claim submitted on June 20th following a 17 hour delay from Antalya and I am still to hear back. I have been in contact with a customer service rep via Instagram who told me over a week ago that he had raised it with the legal team as a matter if urgency as it has now exceeded their timeframe but I'm not hopeful. Such a shame as Jet2 is our preferred carrier and I have never encountered issues other than this delay. 

Quick update. I was told by their CS team a response was sent via the post on September 28th but I am yet to receive it! I've had no email from the legal team regarding my claim so I have no idea what this letter contains.

emma-uk

emma-uk said:

emma-uk said:

Following with interest. Claim submitted on June 20th following a 17 hour delay from Antalya and I am still to hear back. I have been in contact with a customer service rep via Instagram who told me over a week ago that he had raised it with the legal team as a matter if urgency as it has now exceeded their timeframe but I'm not hopeful. Such a shame as Jet2 is our preferred carrier and I have never encountered issues other than this delay. 

Quick update. I was told by their CS team a response was sent via the post on September 28th but I am yet to receive it! I've had no email from the legal team regarding my claim so I have no idea what this letter contains.

We have been compensated! Claim submitted June 20th, letter sent Sep 28th and received Octover 20th. No other communication received. They didn't acknowledge the additional claim for out of pocket costs despite providing for this as part of the claim so that's the next thing to sort. And they can't spell Stansted!!! Apparently we flew into Stanstead!!!

CKhalvashi

emma-uk said:

emma-uk said:

emma-uk said:

Following with interest. Claim submitted on June 20th following a 17 hour delay from Antalya and I am still to hear back. I have been in contact with a customer service rep via Instagram who told me over a week ago that he had raised it with the legal team as a matter if urgency as it has now exceeded their timeframe but I'm not hopeful. Such a shame as Jet2 is our preferred carrier and I have never encountered issues other than this delay. 

Quick update. I was told by their CS team a response was sent via the post on September 28th but I am yet to receive it! I've had no email from the legal team regarding my claim so I have no idea what this letter contains.

We have been compensated! Claim submitted June 20th, letter sent Sep 28th and received Octover 20th. No other communication received. They didn't acknowledge the additional claim for out of pocket costs despite providing for this as part of the claim so that's the next thing to sort. And they can't spell Stansted!!! Apparently we flew into Stanstead!!!

Even road signs do that, it's annoying but please don't worry too much

boydgrover

Just a quick update, as it has been a month since Jet2 said they would be paying claim for delay to return flight LS1224 on 04/07/22, but we have still not had the money back. Has anyone else been successfully compensated for this delay yet? On the plus side just heard back from CAA saying that following their intervention Jet2 have reassessed the disruption of outbound flight LS1223 on 20/06/22 and have now agreed to compensate passengers for the delay! It'll probably be another long wait as CAA said that it could take Jet2 a further 12 weeks to process the claim!! Still all good things are supposed to come to those who wait.

JPears

"CAA saying that following their intervention Jet2 have reassessed the disruption of outbound flight LS1223 on 20/06/22 and have now agreed to compensate passengers for the delay"

To the cynical that could seem that, JET2 once again, have tried to misinform, possibly be dishonest towards passengers?

eskbanker

JPears said:

"CAA saying that following their intervention Jet2 have reassessed the disruption of outbound flight LS1223 on 20/06/22 and have now agreed to compensate passengers for the delay"

To the cynical that could seem that, JET2 once again, have tried to misinform, possibly be dishonest towards passengers?

But surely the same could effectively be said for any airline where a passenger has succeeded with an initially-rejected claim that was overturned on escalation to the CAA, ADR, small claims, or uncontested chargeback, etc?