Jet 2 [Merged]

dixon27

Our holiday was cancelled on 2nd August by the hotel .  Was told full money refund but admit fee will be took off will receive refund in 14 working days.  . Past 14 days no money received we are still trying to sort the refund out are they ment to stick to the dead line of 14 days  . 

elsien

I think you need to be a little clearer about what you booked and who with? Package holiday? Hotel as separate booking? 

Is it Jet2 refunding? 

dixon27

I booked a package holiday with jet 2  . The day before it got cancelled by the hotel no reason why .  We where told a full refund will be given by jet 2  and will take 14 working days .. and still nothing  as it's still in process . 

eskbanker

A package organiser is compelled by the Package Travel Regulations to refund within 14 days (not 14 working days):

https://www.legislation.gov.uk/uksi/2018/634/regulation/14/made

[refund] must be made to the traveller without undue delay and in any event not later than 14 days after the package travel contract is terminated

dixon27

Because they have gone over the 14 days is there any advice please for next step to take 

eskbanker

dixon27 said:

Because they have gone over the 14 days is there any advice please for next step to take 

You can pester them repeatedly and remind them of their obligations, or could potentially look to charge back via your credit/debit card provider if that's how you paid (and did so within the last 540 days), or ultimately court action.  Not saying it's right but they're far from the only company dragging their heels over refunds, so it's unlikely that they won't refund you but you may just need to be patient.

In your first post you refer to the deduction of an admin fee, did you book directly with Jet2 or via an agent (who may be in the loop for passing a refund on to you)?

MATTR5

Hi Im a Travel Agent

Jet2holidays are taking about 5-6 weeks to refund on average i'd say at the moment 

As eskbanker says you could do lots to chase but it will come when it comes 

Also there should be no "fee" taken off the refund 

bagand96

Jet2Holidays T&C's set out that they will pay compensation of £40 per passenger if they cancel your holiday within 7 days of travel.

I'd also ask them for this. They do have a clause that "unavoidable and extraordinary circumstances" mean they don't have to pay it, which I'm sure they'll say is the case here. But worth a try, don't ask don't get! 

TELLIT01

HIstorically Jet2 have had a very good reputation for customer service.  I've seen more complaints this year which would suggest they are also struggling.

dixon27

Put a compensation in with our travel agents to jet2 that got sent on the 10th August from the travel agent for our hotel that was cancelled on us . Is there a time scale how long jet 2 have to reply .

eskbanker

This board's really about flight delay compensation, but if you purchased a package holiday and the accommodation was unavailable for some reason then the package organiser was responsible for arranging alternative accommodation at the time rather than compensation later, or are you seeking reimbursement of out of pocket expenses if you had to pay yourself, or a refund if you didn't travel (which would have been due within 14 days)?

Edit: just realised that this is presumably a continuation of an existing thread, so probably best to continue with that one rather than starting again:

https://forums.moneysavingexpert.com/discussion/6383375/jet-2