Jet2 Complaints

burge10

I booked an excursion and travel to the excursion through the in hotel agent while on holiday with JET2. everything was booked through them.

on the day we wait outside the hotel 20 minutes before we were due to be there and were still left standing there 30 minutes after we were due to be picked up.

I called the JET2 helpline and they advised they couldn't get hold of the onsite agent and that we should pay for a taxi out of our own pockets and we would be reimbursed.

 We took a taxi there which cost 100 euros and sent them copies of the receipts and a picture of the meter in the taxi the same day. 

that was on the 21st of August, I have called them several times and just get told they are looking into it and there is no supervision or anyone else more senior I can speak to..

my question is where can I raise this too?? as it's not with the flights or hotel I don't think ATOL will cover it, I don't believe its the area of the financial ombudsman.

I'm just feeling a bit stuck, help! 

eskbanker

As you say, it's nothing to do with the financial ombudsman and if it didn't form part of your original package booking then I think you'd struggle to get any joy out of escalation routes such as ABTA, so the best bet would probably be to initiate an MCOL claim, preceded by a letter before action.

born_again

burge10 said:

I booked an excursion and travel to the excursion through the in hotel agent while on holiday with JET2. everything was booked through them.
I'm just feeling a bit stuck, help! 

Was the hotel agent a Jet2 employee or working for the hotel? So if working for hotel, booking would be via them.