help needed for a problem with jet2

oldgitandy

last month my son and his girlfriend went on there first holiday, they went to Rhodes, Had a great 5 day break and headed to the airport a couple hours early just to be sure (being the first holiday with no experience) He was due to depart at 10.55pm. the flight arrived over Rhodes due to land and other planes were taking of and landing but after a while they were told there plane was being diverted to  Dalaman for refueling, after an hour it landed and they were all set, they got loaded onto the bus and driven round the airport 4 times and then brought back to the terminal where they went back through check in and stamped back into Rhodes and put in the lounge. Then nothing, no reps or staff came and explained anything and when asked they were told lies about staff breaks and  operational issues and told everyone would be put in hotels for the night, no-one actually explained that the flight was cancelled.They were then moved from the departure lounge and put in the arrivals lounge and told jet2 staff would take care of them there and fix out hotels for them.When they got there the jet2 staff were nowhere to be seen.Other people from other flights were taken out and went to hotels but not them, the whole flight were left there including oap's and children. They were then left there till staff came around and gave them a small bottle of water each at 4am and disappeared again not answering any questions. that was the last till 10.30am they were given a voucher for food then 12noon they were taken for a meal at a hotel and back to the airport, Finally they got on the flight at 6.30pm back to Glasgow, my son was actually supposed to work at 12noon at Glasgow airport but had to call from Rhodes to say he wouldnt make it. He wrote an email to jet2 and was told he was not able to get compensation because , this was the explanation -  

The diversion was because of adverse weather conditions affecting Rhodes, specifically, wind shear which prevented an approach. Following resumption of the outbound flight and arrival of the aircraft into Rhodes, the runway was closed for emergency repairs, and your flight was unable to depart. As a result, in legal compliance with crew flight time limitations, the crew could not perform your flight to Glasgow without first undergoing a minimum rest period. Your flight operated as soon as possible on the following day. 

any advice would be helpful please.

Ayr_Rage

Exceptional circumstances which were weather and an unplanned runway closure leading to the crew running out of duty hours.

You can make a complaint about the lack of hotel provision for the night but I reckon the best result will be an apology and maybe a voucher to use on another holiday.

oldgitandy

he got nothing, this is there full reply to him 

Thank you for contacting us about your claim for compensation following the delay to your Jet2.com flight, LS182, Rhodes to Glasgow, on the 16th of May 2025. We’re really sorry for the disruption to your flight. We’ve reviewed your claim in line with the relevant law which sets out when compensation is payable to passengers when their flight has been delayed. Under the rules for airlines, compensation is not payable if the delay was caused by what are known as ‘extraordinary circumstances’. You can read more about this and other details on our website:  The aircraft scheduled to operate your flight diverted to Dalaman during the preceding outbound flight, Glasgow to Rhodes. The diversion was because of adverse weather conditions affecting Rhodes, specifically, wind shear which prevented an approach. Following resumption of the outbound flight and arrival of the aircraft into Rhodes, the runway was closed for emergency repairs, and your flight was unable to depart. As a result, in legal compliance with crew flight time limitations, the crew could not perform your flight to Glasgow without first undergoing a minimum rest period. Your flight operated as soon as possible on the following day. Adverse weather conditions and a runway closure are extraordinary circumstances under the relevant law and your claim is therefore unfortunately not eligible for compensation. Furthermore, with regard to your claim for loss of earnings, I must advise that Jet2.com & Jet2holidays are not liable for these. I therefore respectfully suggest that you contact your travel insurance provider in the event that they provide cover in this regard. Thank you for getting in touch and we’re sorry again for the disruption to your journey. We hope to welcome you back on board soon. Yours sincerely, Legal Services Team

bazdvd

seems a fair reply from them. What have travel insurers said?

oldgitandy

bazdvd said:

seems a fair reply from them. What have travel insurers said?

to tell the truth i dont think he has tried or even thought they might help.  

Annemos

I have been looking at my Policy concerning flight delays. All mine pays out is 50 pounds if the plane is delayed by 12 hours or more. And then an extra 50 pounds for each complete 12 hour period after that. 

I decided not to bother to claim for just 50 pounds!  

bagand96

The regulations state that passengers are entitled to care during a delay, meals and overnight acommodation if required. 

The regulations however don't state what happens if this wasn't provided ie there's no compensation for lack of duty of care. If your son had arranged his own hotel and taxi to and from the airport with a meal etc then he'd be able to claim the costs from Jet2 in lieu of them providing it.

It's probably just down to timing, unable to find hotel and transport in the middle of the night for a plane full of passengers - especially when you mention other flights were also affected. 

You could write back to Jet2 pointing out how they failed in their Duty of Care to the pax. But I suspect you'll only get a boilerplate apology. 

silvercar

"Adverse weather conditions and a runway closure are extraordinary circumstances under the relevant law and your claim is therefore unfortunately not eligible for compensation."

This is true but, not having a crew available is down to the airline. So you need to ask how much of the delay was down to lack of crew, if its more than the limit for compensation you should be entitled. (I know how illogical it is to have a crew at every airport, but those are the rules).

"Furthermore, with regard to your claim for loss of earnings, I must advise that Jet2.com & Jet2holidays are not liable for these."

Correct.

oldgitandy

silvercar said:

"Adverse weather conditions and a runway closure are extraordinary circumstances under the relevant law and your claim is therefore unfortunately not eligible for compensation."

This is true but, not having a crew available is down to the airline. So you need to ask how much of the delay was down to lack of crew, if its more than the limit for compensation you should be entitled. (I know how illogical it is to have a crew at every airport, but those are the rules).

"Furthermore, with regard to your claim for loss of earnings, I must advise that Jet2.com & Jet2holidays are not liable for these."

Correct.

The first flight out in the morning was 6am which ment they were delayed 12 and a half hours extra. 

NoodleDoodleMan

The CEO, Steve Heapy, has an email address - sheapy@jet2.com

He will punt your issue down to one of his "sort this out" staff for review.

I've had to complain via him twice, favourable outcomes each time.

TELLIT01

Historically Jet2 have had a very good customer relations record.  On one occasion I wrote to them because passengers were offloaded at a UK airport on the return flight only to find all the internal doors locked once through the outer door and no staff around.  We hung about for a few minutes, then myself and another passenger went up a flight of stairs with the intention of banging on a door to get attention.  We were about half way up when a female Jet2 member of staff literally screamed at us to get down the stairs as this was a controlled area.  She shut up rapidly when asked why we were effectively trapped in a small area.

I complained to Jet2, not expecting anything more than an acknowledgement and apology but actually received a voucher for seat booking on the next flight.

Hopefully your outcome will be positive too.