Jet2 "Discount Charged Back"

jimjiber

I booked flights to Kefalonia for 7 of us back in early March. Tragically my cousin died a few weeks ago and the rest of us couldn't face going back to her favourite place without her and her young daughter.

I contacted Jet2 and they said that I could change the flights (dates, destination) for just a £40 admin fee. I thought that was really decent as I expected them to say something like £40 per person per flight.

Anyway, the original flights, for the 5 of us who still wanted to travel came to £2096. That's the amount we actually paid. 

I found flights to Crete for £2012 for the 5 of us and contacted Jet 2 to make the change. They sent me the following bill to make the changes:

Total Charges: £735.00

Payable Today: £735.00 (Includes a £40.00 Non-Refundable Admin Fee)

When I queried this they replied:

£240.00 (Increase in Fare) + £40.00 (Admin Fee) + £455 (Discount charged back) = £735.00

I think the increase in fare is because I didn't include 4 suitcases (each way) on the Crete flights, so fair enough, but what's this "Discount Charged Back"? Seems a bit sneaky.

elsien

What was the discount for when you booked?
if it’s one of their email offers where you get a certain amount off when you book using a discount code, the terms and conditions do tend to say things like (I only checked one but I’m presuming others are similar)

• If flight dates or passenger names are changed by the customer following the original booking, the discount will no longer apply and the full balance shall be payable.

So what was the discount and have you checked the terms and conditions for it that you originally signed up to?

jimjiber

elsien said:

What was the discount for when you booked?
if it’s one of their email offers where you get a certain amount off when you book using a discount code, the terms and conditions do tend to say things like (I only checked one but I’m presuming others are similar)

• If flight dates or passenger names are changed by the customer following the original booking, the discount will no longer apply and the full balance shall be payable.

So what was the discount and have you checked the terms and conditions for it that you originally signed up to?

It was just the standard discount they magically give you when you are signed into your Jet2 account. Seems to always be an offer on.

But I still don't really get it. 

It's as if the non-discount price was £2551. I actually paid £2096 including a discount. So when I then change flights, the difference (£455) is deducted form the amount I paid, leaving me with an effective £1641 credit.

Of course I wouldn't expect them to credit me the £2551, but to take the difference off what I actually paid is weird. It doesn't really make much sense.

sheramber

Have you asked Jet2?

jimjiber

sheramber said:

Have you asked Jet2?

Well I asked them originally why the charges were so high and they just replied:

£240.00 (Increase in Fare) + £40.00 (Admin Fee) + £455 (Discount charged back) = £735.00

I don't really understand it though. 

bagand96

I know this was stated on the first reply by @elsien, here's an example of the T&Cs of a the current Jet2 promotion "20% off all flights" for myJet2 members:

20% off all flights for myJet2 members / 15% off all flights for non-myJet2 members

• Saving is 20% for myJet2 members who are logged into their account at the time of booking.  
• For non-myJet2 members, the discount is 15%. 
• The applicable discount will be automatically applied to the total of any eligible flights (including tax, but excluding travel insurance, car hire, baggage, sports equipment, seat assignment, check-in fees, meals and all other retail products or optional purchases).  
• Discount applicable on flights with Jet2.com. 
• Offer valid on eligible flights booked from 00:01 21 April 2025 until further notice. 
• Offer valid for travel from 21 April 2025 with all travel completed by 15 November 2026. 
• Applicable to new bookings only. 
• Where applicable the discount can be used in conjunction with one other code that is required to be manually entered during the booking process (subject to the terms of that promotion), and cannot be used in conjunction with any other offer. 
• Customer must be aged 18 or over to place a booking. 
• Offer only available when booked online at www.Jet2.com and on the Jet2.com app. 
• If flight dates or any passenger names are changed by customer following the original booking, the discount will no longer apply and the balance shall become payable upon such change being made. 
• Jet2.com reserves the right to amend or remove this promotion at any time prior to customer booking. 
• All other terms and conditions as per the Jet2.com website apply. 

The £455 is likely the promotional discount you received on booking, which you now have to pay as it's not applicable after amendment.

NoodleDoodleMan

Perhaps the discount offer was only valid on the original reservation, therefore not valid on the revised booking ?

jimjiber

Yeah it just seems pretty sneaky way of charging you a large amount for any changes. They told me the admin fee for any changes was £40 which I thought was very reasonable. They could have told me "oh by the way you will also owe the difference between what you paid and the non-discount price". 

bagand96

jimjiber said:

Yeah it just seems pretty sneaky way of charging you a large amount for any changes. They told me the admin fee for any changes was £40 which I thought was very reasonable. They could have told me "oh by the way you will also owe the difference between what you paid and the non-discount price". 

I can understand how you feel, especially at a difficult time, but it's as per the T&Cs you agreed to when you booked.  I expect it's more to do with Jet2 knowing the impression of a booking discount motivates people to book - they seem to be the DFS of airlines, everything is on sale all the time!

Also worth pointing out the following in Jet2 T&C's

25.3 We do not allow any requests to change your point of departure or destination.  If you wish to change these by making a new booking then you will forfeit all monies paid.

Destination changes are not normally permitted, so they at least have gone some way to acknowledge your difficult circumstances and help.