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

Pollycat

AGURRU said:

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

Are you going to sacrifice a holiday for you and your 3 children for the sake of £400?
I would feel aggrieved too - assuming that I knew for certain I'd pointed out that I would need 5 seats instead of the 4 originally booked.

But you're now at the 4 week pre-departure stage (as you've been invited to check-in),
Can you really tell your children that they're not going on the holiday that has been planned for some time?

And what about the accommodation?
You've only mentioned flights so perhaps you have also paid for accommodation...hopefully, if you choose not to fly, you will have booked fully refundable accommodation.

As I said, I would feel aggrieved but maybe it's time to take a step back and think rationally.

Westin

When you made the changes and amended the booking, a new itinerary and booking confirmation would have been generated and sent.  Did this show a CHD child seat booked, or still an INF infant travelling?

TELLIT01

Did the OP actually check the details of the new booking.  Surely that should have sounded alarm bells if only 4 seats had been allocated.  What will they do if the transcript is provided and there is no reference to the age of the child?  If they refuse to pay any extra, there is no compulsion for Jet2 to refund, they could just be listed as a no-show at the airport.  There is even a risk at this late date that there are no additional seats available on the flight.  All a bit of a mess potentially.

bagand96

Westin said:

When you made the changes and amended the booking, a new itinerary and booking confirmation would have been generated and sent.  Did this show a CHD child seat booked, or still an INF infant travelling?

TELLIT01 said:

Did the OP actually check the details of the new booking.  

My thoughts too. The booking would have been updated, or a new booking generated. It would have been clear here who was travelling and if they were Adult/Infant/Child.

Also when paying to change the booking surely an invoice would be sent detailing the changes and charges. 

AGURRU

bagand96 said:

Westin said:

When you made the changes and amended the booking, a new itinerary and booking confirmation would have been generated and sent.  Did this show a CHD child seat booked, or still an INF infant travelling?

TELLIT01 said:

Did the OP actually check the details of the new booking.  

My thoughts too. The booking would have been updated, or a new booking generated. It would have been clear here who was travelling and if they were Adult/Infant/Child.

Also when paying to change the booking surely an invoice would be sent detailing the changes and charges. 

The invoicing was practically non existent for this. I had to go through my CC statements to find it or ask them.

As for the seating it's not something that was checked at the time, silly maybe, but just didn't register at the time.

AGURRU

Plenty of comments so rather than reply to all here is an update.

They read some of the transcript to me and it was clear that neither I nor they were specific when talking about age. I was talking about seats and asking for confirmation that the quoted price was for everyone and they were saying yes.

Based on this they gave me a number of options to pick from.

All a mess and a few lessons learned but thankfully all well that ends well.

bagand96

AGURRU said:

Plenty of comments so rather than reply to all here is an update.

They read some of the transcript to me and it was clear that neither I nor they were specific when talking about age. I was talking about seats and asking for confirmation that the quoted price was for everyone and they were saying yes.

Based on this they gave me a number of options to pick from.

All a mess and a few lessons learned but thankfully all well that ends well.

Sounds like you got a resolution, might be of interest to those who contributed if you were able to share how Jet2 and yourself sorted it? 

TELLIT01

I'm pleased to hear you came to a resolution with Jet2, but not surprised.  I've contacted their customer services a few times over the years, not for anything major and they have always been responsive. 

Westin

bagand96 said:

AGURRU said:

Plenty of comments so rather than reply to all here is an update.

They read some of the transcript to me and it was clear that neither I nor they were specific when talking about age. I was talking about seats and asking for confirmation that the quoted price was for everyone and they were saying yes.

Based on this they gave me a number of options to pick from.

All a mess and a few lessons learned but thankfully all well that ends well.

Sounds like you got a resolution, might be of interest to those who contributed if you were able to share how Jet2 and yourself sorted it? 

Guessing that the OP had to pay the correct fare for their [now] child.

AGURRU

I was offered a full refund on the additional flight fees paid as from the transcript it was easy to see that there was some miscommunication and how the misunderstanding had come about.