Jet2 Incorrectly Misbooked Flight Tickets - What are our rights and options?

AGURRU

We are a family of 5 and had tickets booked to Gran Canaria. Unfortunately we had to reorganise these for personal reasons and moved them to early 2025.

I did this on a call with Jet2, it now turns out they didn't account for one of our children now being over 2 years old and haven't given him a seat and now want an additional £400.

At this point we have spend a huge amount of money (~£1800) I was under the impression the additional monies paid covered him as a 2 year old and that adds up with the price of the tickets if they were to be purchased from scratch today.

I am certain this was just an oversight on their part when altering the booking, but have no way of proving this.

What are my rights and options beyond paying the money, not paying or just trying to sell the flights?

Thanks

Emmia

Was your child under 2 at the time of the original flight? 

AGURRU

@Emmia They were, but I am sure I discussed the fact they would be over two on the call. It's been over a year now so no real way of telling unless by some miracle they have the call record and can locate it.

HampshireH

AGURRU said:

@Emmia They were, but I am sure I discussed the fact they would be over two on the call. It's been over a year now so no real way of telling unless by some miracle they have the call record and can locate it.

When you book flights you normally say how old they are dont you? (not just under 2) if you had this conversation over a year ago and it has been moved to next year it stands to reason the child is a year older.

I'm surprised Jet2 haven't applied this logic

TELLIT01

If all the OP told Jet2 at the time of booking is "Under 2", they could still be under 2 now.  It's certainly a valid point about Jet2 checking at the time of re-booking, but only if that information is clear on the screens they are using.  Jet2 are normally pretty good with customer service in my experience so it's probably worth trying to get a price reduction as a good will gesture.  Don't expect to get a seat free.  

What would the OP have done if told at the time of re-booking of the additional cost?

How long after the re-booking did the OP realise a seat was required but had not been added?

heatherw_01

To be honest, I think Jet2 would just assume they are still under 2 as they could have been under a year old.
BUT saying that, you would think they would question it.

Either way though, as the child is now over 2 years old, they will need to have a paid ticket.
The booking was rearranged because you wanted to, not because they had to change the booking.
So you would need to pay.

AGURRU

All points are valid but I do have a recollection of discussing it on the call. It's just become apparent now when we have been given the option to check in.

I will have to call and speak to them but it's just my word that it was discussed hence wanting to understand more about my legal position when they enevitably take the opposite opinion.

Emmia

AGURRU said:

All points are valid but I do have a recollection of discussing it on the call. It's just become apparent now when we have been given the option to check in.

I will have to call and speak to them but it's just my word that it was discussed hence wanting to understand more about my legal position when they enevitably take the opposite opinion.

But it is possible you only thought you discussed it. No harm in calling up though.

la531983

HampshireH said:

AGURRU said:

@Emmia They were, but I am sure I discussed the fact they would be over two on the call. It's been over a year now so no real way of telling unless by some miracle they have the call record and can locate it.

When you book flights you normally say how old they are dont you? (not just under 2) if you had this conversation over a year ago and it has been moved to next year it stands to reason the child is a year older.

I'm surprised Jet2 haven't applied this logic

The website asks for the age of children on date of return flight. Don't see why the call centre would word it any different but at this point a year down the line its one person's word against someone who won't remember a call from a year ago in a call centre.

AGURRU

So got off the call, they want to charge nearly £400 extra to change the infant to a child booking. They are trying to locate the transcript and will send me a copy.

Unfortunately it's something only supervisors can do and they don't work Sundays.

I've explicitly said that I'm not paying that and will expect a refund of the additional costs I paid to change the tickets.

I paid the additional costs on a credit card so I may explore my options there.

The whole non refundable ticket terms and conditions are a gross abuse of the power imbalance between them and the consumer.

la531983

If the transcript comes back and they clearly told you the age of travel is what they wanted, will you pay up then?
Just to play devils advocate here.