Has anyone complained to Jet2 before?

[kai]

@kai

Your visit to ceoemail.com

Also, which hotel was this?

Home - Aquamare Beach Hotel and Spa

aquamarehotel.com

It’s not somewhere I would ever have chosen myself, but with such a large wedding group (and the cost of single supplements for some guests) we ended up here.

I went in fairly open-minded — the TripAdvisor reviews were mixed (more towards postive).

The biggest issue for me was the so-called all-inclusive. In reality, it was two different menus — one for paying guests and another stripped-down version for all-inclusive. The difference in quality and service was night and day. Most of the drinks menu, snacks, and even ice creams were excluded. At one point children in our group picked an ice cream from the fridge only to be told it wasn’t included unless they paid extra. I’ve never experienced that before (Sandals, Secrets, Ikos etc) — normally, all-inclusive actually means all-inclusive.

 

[DJMK4]

The point of a package holiday is that if one bit falls down you’re covered for the whole thing. It’s not foolproof, but that’s the idea. Otherwise you can get screwed over because your hotel don’t care that your flight got cancelled or your transfers didn’t turn up or whatever.

Isnt that what travel insurance is for?

no idea, flights rarely get cancelled enough to worry about. If flights are cancelled usually if you use a decent airline they will put you up in a hotel for the night if they cant put you on a flight until the following day. or you can get hotel cost reimbursed

Cant comment on transfers as i dont use the sort of coach type or shuttle type airport transfers,


Its trains/metros or as a last resort taxis's.


Atleast if you pick your own hotel, you can read your own reviews , make your own judgements.

 

[VincentHanna]

Looks bad even after you consider a 4* abroad isn't actually a 4* here.

Entirely depends on the country, and generally the star system is generally about facilities, not quality.

You could have an amazing hotel with no gym that only gets 2 stars.

I've stayed in 4 star hotels abroad that are nicer than 4 star hotels in London, whereas a lot of "5 star" hotels in Egypt are generally speaking not going to be that great.

I generally go by reviews, rather than the star rating but tend to stick with 4 and above on holidays abroad.

Overnight in London? I've stayed in 2 stars that were perfectly nice.

 

[elrasho]

OP should have done more research before booking

 

[tom_nieto]

You actually got hold of a sun lounger on an all inclusive holiday to Cypress?! Auto 5* there!

The biggest issue for me was the so-called all-inclusive. In reality, it was two different menus — one for paying guests and another stripped-down version for all-inclusive. The difference in quality and service was night and day. Most of the drinks menu, snacks, and even ice creams were excluded. At one point children in our group picked an ice cream from the fridge only to be told it wasn’t included unless they paid extra. I’ve never experienced that before (Sandals, Secrets, Ikos etc) — normally, all-inclusive actually means all-inclusive.

Ikos is on another planet to most regular all inclusives. It’s extremely rare for everything to be included and it’s very frustrating. The one you just stayed at looks ropey and multiple complaints from the touring party should help to carry some weight. The photos that you’ve got would put most people off!

 

[VincentHanna]

OP should have done more research before booking

Sounds like he was railroaded in to it by family.

 

[b0rn2sk8]

I’ve complained to jet2 about their terrible service, twice and got nothing more than a token sorry, and a small discount on another holiday for the second time.

Both times were related to flights delayed by over 24 hours and the accommodations they put us up in while delayed.

The second time was the worst. Despite knowing they were delayed and we were not flying that day, they picked us up from our actually luxury hotel with full al la carte dining and dropped us off at a fly infested hell hole.

Half the hotel had been shut down because the usual Russian clientele were not coming in their normal volumes (due to the war). Our flight was at 11pm but we didn’t get to this hotel until 6am despite it being within 30 mins of the airport.

We got put up in the closed side, the room had AC but it didn’t work and it was 30C inside - grim.

We had maintenance in the room trying to regs the aircon until gone 9am. The room was also dirty but we were so tired we had stopped caring.

We got a couple of hours sleep, woke up just before 12, completely shattered, went to have a shower - no water. Downstairs the entire block has flooded from a burst water pipe and all the rooms on the ground floor (filled with people from our flight) had an inch of water covering them.

That was the final straw for Mrs Sk8, she marched down to reception in her dressing gown, the jet2 rep got an earful as did the hotel manager. She did manage to get another room in a block full of their normal clientele but that was on the provision that she didn’t tell the other people in my block who hadn’t get made it to reception to complain - utter bonkers. She of course told them all once she had the key to the new room.

Well it got worse, we manage to rally enough to go and find some food and it was the cheapest nastiest food I’d ever seen, all completely uncovered and crawling with flies - make me wrech. Needless to say we passed.

By the time we got back to the airport, we were spent. I’ve never seen Mrs Sk8 eat a load of fried chicken so quickly from one of the airport restaurants. It was like she’d never seen food before.

Of course the replacement flight was also delayed and we were stuck in the airport again for another 4 hours…

The staff at the airport and the rep at the hotel were equally as useless and wouldn’t have known what day of the week it was. I knew more about the flight delay from their own website than they did.

The first time we flew with them, the same thing also happened, the accommodation was also dire, just not quite as dire as the above.

So yeh, if jet2 think that’s acceptable, I’ve got no idea. Needless to say as we are 2 for 2 on diabolical experiences, we are on full boycott of that airline now.

We have actually paid more to fly with another airline just to avoid them a few times now.

The response from their customer service teams was dire, they paid for our food and drink from the airport but that was it. They offered a token discount off another holiday but we refused it. We couldn’t even get compensation via the flight delay rules because both times it was a 3rd party at fault and the CAA backed the airline.

By all means complain, but don’t expect anything other than a disappointing outcome. You might as well leave a review but it probably won’t matter.

Just put them on your boycott list and be done with it.

 

[Mason-]

Looks terrible OP. We've been on a holiday with Jet2 in April and it was great. We picked an Iberostar hotel in Tenerife, the flights, transfers, hotel were all exceptional and we have no complaints.

Hopefully they get back to you.

 

[Diddums]

Home - Aquamare Beach Hotel and Spa

aquamarehotel.com

It’s not somewhere I would ever have chosen myself, but with such a large wedding group (and the cost of single supplements for some guests) we ended up here.

I went in fairly open-minded — the TripAdvisor reviews were mixed (more towards postive).

The biggest issue for me was the so-called all-inclusive. In reality, it was two different menus — one for paying guests and another stripped-down version for all-inclusive. The difference in quality and service was night and day. Most of the drinks menu, snacks, and even ice creams were excluded. At one point children in our group picked an ice cream from the fridge only to be told it wasn’t included unless they paid extra. I’ve never experienced that before (Sandals, Secrets, Ikos etc) — normally, all-inclusive actually means all-inclusive.

Yeah that's taking the **** tbh. I enjoy all-inclusives quite a bit as I can eat like a fat porker and drink like I shop at Asda but I'd also be properly annoyed at that. All the ones I've been to (which admittedly are generally on the more expensive end of the scale, lest I end up with Asda shopping, all-day-drinking fat porkers) have been properly all inclusive, with a few paid for bits here and there if wanted. And the spreads have generally been excellent.

I'd just go straight to the CEO tbh, after all the memes about their company they'll probably be in full damage control and want to keep everyone happy as it's a lot cheaper than rebranding.

 

[Mason-]

I can eat like a fat porker

OK

drink like I shop at Asda

 

[VincentHanna]

I’ve complained to jet2 about their terrible service, twice and got nothing more than a token sorry, and a small discount on another holiday for the second time.

Both times were related to flights delayed by over 24 hours and the accommodations they put us up in while delayed.

Of course the replacement flight was also delayed and we were stuck in the airport again for another 4 hours…

You should have been entitled to the following compensation, per person, per flight.

Delay to your arrival Flight distance Compensation 3 hours or more Less than 1,500km £220 3 hours or more Between 1,500km and 3,500km £350 4 hours or more More than 3,500km £520 Less than 4 hours More than 3,500km £260

 

[b0rn2sk8]

You should have been entitled to the following compensation:

Delay to your arrival Flight distance Compensation 3 hours or more Less than 1,500km £220 3 hours or more Between 1,500km and 3,500km £350 4 hours or more More than 3,500km £520 Less than 4 hours More than 3,500km £260

Not if the airline claims an ‘extraordinary circumstance’, compensation doesn’t apply.

The first time the fuel depot at Stansted airport failed and no flights can depart. Loads of flights were impacted for a couple of days.

The second time was due to a combination of air traffic strikes in France and weather and because the flight was delayed, the pilots ran out of flying hours and couldn’t fly us and themselves home.

Both are covered by the extraordinary circumstances get out for the airlines.

 

[Diddums]

Come to our local Asda and witness the existence of those creatures and you'll soon understand what I mean

 

[ivrytwr3]

Use Resolver - i'm currently going through this with a complaint i have about our holiday with Jet2.

Jet2 have replied offering a minimal amount of compo - i have refused and asked for a deadlock letter (you can escalate your case after 14 days or you're not happy). The good thing about Resolver is it has templates and tracks your progress, reminders to escalate etc - they can't ignore it. Better than a webform or emails that never get replied to.

I have used Resolver once before with another company and ended up taking it all the way, the last stage before court was a mediator was set up between me and the other company. The mediator was very good, i was prepared to accept the companies full and final offer before court, but the mediator spoke to me privately and advised me not to accept. The mediator told the company i wasn't prepared to accept their full and final offer, but if they could raise their offer by x amount, i would accept and save everyone the time and costs of going to court - which they did.

Anyway, Resolver worked for me and you have photos, evidence etc, just put it all together, go through Resolver and don't accept their first offer, take it as far as you can until you get what you want (and are owed!).

 

[BUDFORCE]

That's shocking.

And also me never booking anything with Jet2.

 

[Mason-]

Come to our local Asda and witness the existence of those creatures and you'll soon understand what I mean

I think there's a nice overlap between the poor and the rich when it comes to drinking. There are certainly a lot of middle-aged middle class waitrose shoppers who can drink an insane amount of wine.

 

[Thekwango]

OP should have done more research before booking

You should have read the thread more before posting.

 

[kai]

.

Anyway, Resolver worked for me and you have photos, evidence etc, just put it all together, go through Resolver and don't accept their first offer, take it as far as you can until you get what you want (and are owed!).

Thank you. I've logged it via Resolver. Lets see what comes of it.

 

[tom_nieto]

We had a nightmare with flights which we couldn’t get delay compensation for. Tui subcontracted our flights to Turkey. Super delayed on the way out (arrived in time for breakfast rather than dinner the night before). On the way back the subcontractor subcontracted the flight. Unsurprisingly it was also terrible and delayed. Could get any compensation as the airline wasn’t EU based despite booking with Tui. Ironically have had a good experience with Jet2 this year. Sadly it’s a bit luck of the draw.

 

[IC3]