NATS issue Tuesday 8th - Jet2 holiday cancelled

super_saint

Hi

My Jet2 flight to Crete on Tuesday was caught up in the NATS issues on Tuesday - was sat on plane for 7 hours & was only offered 2 cups of water during this time (no food, despite asking!) Received an email whilst still on plane to say whole holiday was cancelled - no attempt to get us to our family destination. To add insult to injury received an email from Jet2, 2 days later to ask how our holiday was going!

We had to then fend for ourselves & get my whole family back home from the madness inside Gatwick with absolutely no help from Jet2 (rep just struggled their shoulders when asked!)

So i assuming no flight compensation due from Jet2 for the wasted taxi journeys, additional food purchased (£30 for 4 sandwiches from Gatwick !!) after we eventually got off the plane, the payments we had to make for animal care as well as lack of care on board the plane??

Will holiday insurance cover any of the above?

Thanks

Ayr_Rage

Time to dig out and read the policy, nobody here can guess what level of cover you have.

peteuk

In theory they cancelled the holiday, so you should be entitled to a refund. Jet 2 will say it was out of their control, so your insurance should cover it but it depends on the policy.

luci

I believe you are entitled to "care" from your holiday company, which means food and accommodation. If you have kept receipts you should be able to claim for that from Jet2.

You are not entitled to compensation as per EU/261, as the cancellation was due to "extraordinary circumstances.

You may be able to claim from your insurance company, depending on the policy wording.

jimi_man

https://forums.moneysavingexpert.com/discussion/6682974/nats-issue-tuesday-8th-jet2-holiday-cancelled

Hi.

Whilst no UK261 compensation is due as described above, the airline does have a duty of care. Firstly you're obviously entitled to a full refund for the holiday, or a rebooking.

Secondly you're entitled to reasonable expenses, though as you haven't left the country these may be limited. You haven't said how you all got home or what the 'animal care' means, or whether you had to stay the night in a hotel anywhere. You should be able to claim for the sandwiches and maybe some transport costs. However there is generally an assumption that you get to and from the airport under your own steam so they would be unlikely to pay for that.

Just giving two cups of water over seven hours is clearly quite unacceptable and personally if that's the standard of Jet2 I will NOT be flying with them ever, however that's by the by. As explained you're entitled to claim for those sandwiches purchased.

Claim from Jet2 here https://www.jet2.com/en/delays-and-disruptions

You'll need your boarding passes (apparently) and obviously the receipt for the food. I wouldn't go down the line of insurance at this stage for £30 of food which can be legitimately claimed from the airline.

If you clarify what the other costs were then we can advise.

TELLIT01

@jimi_man If you won't fly Jet2 because of poor support during the ATC failure, I don't think you will fly at all. Stories of appalling customer support from many carriers are all over social media.

Pollycat

Just a shout out for TUI.

We had boarded our inbound flight and were ready to go when NATS went down.

We sat on the tarmac in Greece for 5 hours during which cabin crew gave cups of water as requested.

They did a snacks/soft drinks run (chargeable).

They gave us a choice of free bottles of water/orange juice.

No food served.

As the crew were approaching out of hours they flew us to Dubrovnik and put us up in a hotel and provided free dinner.

We eventually returned to the UK 24 hours late.

The only complaint I could express is that they gave us the time of our rescheduled flight (13:50) and said they'd let us know the time of the airport pickup from the hotel but didn't.

So…lots of clueless people in the morning.

For some bizarre reason, they collected us from the hotel at 07:00 for a 30 minute journey back to the airport so we were stuck in DBV for over 5 hours.

They did provide food/drink vouchers to the value of 11 euros per person.

The cabin crew were amazing throughout.

luci

https://forums.moneysavingexpert.com/discussion/comment/82134797#Comment_82134797

Our neighbours were supposed to fly home from Crete on Tuesday with TUI. They had no idea what the problem was until I messaged her. They were eventually taken to a hotel at 2300.

We were researching alternative flights that had availability, so they could ask to be put on one of those, or book it themselves and claim it back. Only easyJet and Jet2 fly from Crete to Scotland and not every day.

TUI managed to get them on a Jet2 flight and they got home on Friday, 3 days late.

Once TUI were able to arrange accommodation. The kids were happy as long as it had a pool. TUI were really good and even booked them for an extra night, so they wouldn't have to hang around waiting for their flight at 2300.

For clarity, they were on a TUI holiday with easyJet flights.

TELLIT01

https://forums.moneysavingexpert.com/discussion/comment/82134797#Comment_82134797

The bizzare reason was probably that they didn't have a definite takeoff slot and need people at the airport ready to board when one was finalised.

Pollycat

https://forums.moneysavingexpert.com/discussion/comment/82134987#Comment_82134987

TUI were very clear in their email at 23:45 on 8/9 that the revised departure from DBV was 13:50 on 9/9.

That was the time specified on the departure boards when we arrived at the airport about 08:15.

That was the time specified on our boarding passes.

That was the time that we actually took off (give or take a few minutes).