Has anyone complained to Jet2 before?

[kai]

We’ve just returned from a wedding trip/holiday to Cyprus with a large party, all staying at the same hotel, booked through Jet2 at a premium price (circa £5,000 for two weeks for two adults and toddler). The experience was extremely poor, and the rep on site was frankly useless — their only advice was to log a complaint through the Jet2 website.

I’ve since submitted the complaint and received the standard automated response with a request to send supporting evidence. When I replied with photos, the email bounced back saying their mailbox was full.

Has anyone been through this before with Jet2? What’s the best way to get your complaint escalated and taken seriously? or is there a better way to escalate it (phone, Resolver, etc.)?

The issues were not trivial, they were pretty shocking. The list was pretty endless (room, food etc). Example:

“Sir, would you like your sunbed in the mud or next to the pile of broken loungers?” If you made it off the mud, you had a mouldy pool, that we did not seen cleaned once during the two weeks (yes that's broken tiles at the bottom, floating around).

The whole experience has been so poor that we’re now seriously questioning Jet2’s star ratings and how they represent these hotels. We’ve already got a holiday booked with them for next year — and right now, we’re doubting whether to even go ahead with it.

 

[Clarkson]

Nothing beats a Jet2 holiday.

I don't have personal experience of Jet2 but I would say if the online photos/descriptions are well at odds with what you've found then definitely pursue it. Is there some regulator you can complain to if you get nowhere with Jet2?

As an aside I would always do my own research around a potential hotel outside of a package site etc.

 

[VincentHanna]

Did you check the reviews on Tripadvisor and Google before you booked? Sadly there are a lot of crappy hotels out there, but usually they are easy to avoid with about of planning.

 

[jaybee]

Jet2 has been memed to death. I expect it will rebrand at some point!

 

[kai]

Did you check the reviews on Tripadvisor and Google before you booked? Sadly there are a lot of crappy hotels out there, but usually they are easy to avoid with about of planning.

I did check Tripadvisor and Google before we went, so I knew it wasn’t going to be amazing, but I honestly didn’t expect it to be this bad. It’s advertised as a 4*, and even with realistic expectations, it fell way short of what’s acceptable.

To be fair, I would never have booked this hotel myself if it was just our own holiday — but this was my sister-in-law’s wedding, and with 65+ of us going, the family pressure was to all stay together. So in the end, I was overruled and told we “had” to stay here.

That said, the state of the place wasn’t just “a bit tired” or “not up to scratch” — it was genuinely shocking in terms of cleanliness, (our bedding got changed once in 14 days after multiple requests each day) plus safety, and the way Jet2 had represented it compared to reality.

 

[413x]

@kai are those actual pictures of the hotel?
Looks like a grotty UK back garden from the local housing association estates round here!

 

[Journey]

We’ve already got a holiday booked with them for next year — and right now, we’re doubting whether to even go ahead with it.

You can obviously use this to your advantage when you complain to them. I would assume you booked some of your £5,000+ holiday on a credit card so if the complaint is not dealt with then you can use a section 75 charge back to get some recompense, perhaps.

There is also power in a mass complaint from all involved, not just you and your family, if there were 60+ people there and they all raise a case then they need to take some action. Use resolver on the Money Saving Expert website perhaps that will help organise all the complaints for you, and you can keep track of the complaint.

On a separate note, why book a holiday for next year in 2025, that seems crazy.

 

[kai]

@kai are those actual pictures of the hotel?
Looks like a grotty UK back garden from the local housing association estates round here!

Actual photo's i have taken The odd thing is, some people rave about the hotel. 4.2 on Tripadvisor.

This was the state of the hallway corridors. Entire place was a mould haven.

You can obviously use this to your advantage when you complain to them. I would assume you booked some of your £5,000+ holiday on a credit card so if the complaint is not dealt with then you can use a section 75 charge back to get some recompense, perhaps.

There is also power in a mass complaint from all involved, not just you and your family, if there were 60+ people there and they all raise a case then they need to take some action. Use resolver on the Money Saving Expert website perhaps that will help organise all the complaints for you, and you can keep track of the complaint.

On a separate note, why book a holiday for next year in 2025, that seems crazy.

I booked before we went on this holiday, and this holiday i personally booked and did my research.

 

[Jokester]

You sure that’s a hotel? Looks like a mid 80s office vibe.

 

[413x]

That's gross.
It looks like a run down office in the UK. Same as the garden pics.

Hope you complained on the holiday to!

 

[Minusorange]

What’s the best way to get your complaint escalated and taken seriously?

Social media or via the press

 

[Sui]

We’ve just returned from a wedding trip/holiday to Cyprus with a large party, all staying at the same hotel, booked through Jet2 at a premium price (circa £5,000 for two weeks for two adults and toddler). The experience was extremely poor, and the rep on site was frankly useless — their only advice was to log a complaint through the Jet2 website.

I’ve since submitted the complaint and received the standard automated response with a request to send supporting evidence. When I replied with photos, the email bounced back saying their mailbox was full.

Has anyone been through this before with Jet2? What’s the best way to get your complaint escalated and taken seriously? or is there a better way to escalate it (phone, Resolver, etc.)?

The issues were not trivial, they were pretty shocking. The list was pretty endless (room, food etc). Example:

“Sir, would you like your sunbed in the mud or next to the pile of broken loungers?” If you made it off the mud, you had a mouldy pool, that we did not seen cleaned once during the two weeks (yes that's broken tiles at the bottom, floating around).

The whole experience has been so poor that we’re now seriously questioning Jet2’s star ratings and how they represent these hotels. We’ve already got a holiday booked with them for next year — and right now, we’re doubting whether to even go ahead with it.

My brother works at Jet2, I've let him know about the mailbox thing and he said he'll try and flag it.

I guess if you get nowhere in the next few days let me know and will see if he can help, but it's not his area he deals with.

 

[DJMK4]

Wouldnt it be better arranging seperate flights and finding your own hotels? this is what i would always do

 

[Thekwango]

The odd thing is, some people rave about the hotel. 4.2 on Tripadvisor.

paid for reviews - or more likely, folk with low standards who were only using the hotel as somewhere to pass out drunk in. though i'm not sure i'd want to pass out drunk in that kip!!

 

[jaybee]

On a separate note, why book a holiday for next year in 2025, that seems crazy.

That's very common. Loads do. They book early as it can be cheaper (particularly flights) and want to get best choice.

I've been really lucky with holidays over the years. We tend to get rinsed cost wise, as we always pick high end 5 star with good reviews. But I don't read too many trip advisor reviews, as there are horror stories for even the best places which will put you off and you'd never go anywhere.

Pics look bad.

 

[kai]

paid for reviews - or more likely, folk with low standards who were only using the hotel as somewhere to pass out drunk in. though i'm not sure i'd want to pass out drunk in that kip!!

Exactly this, some of the party thought it was "not that bad". People who have never done an all-inclusive etc. It was the same food; every single day but them having beer and local spirts was enough to win them over

 

[Diddums]

@kai

Your visit to ceoemail.com

Also, which hotel was this?

 

[Firestar_3x]

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

On a separate note, why book a holiday for next year in 2025, that seems crazy.

Why? I've got two booked for 2026.

A 14 night Med cruise, wouldn't have got the suite at the hotel beforehand nor on ship as they sell out or the prices get jacked up.

A 11 night trip to Greece, the hotel is sought-after so the suites with private pools sell out fast.

If you want some cookiecutter holiday then fair play hunt for a bargain and book late, if you know what you want and its in limited supply i.e. high end 5* then this approach doesn't work.

 

[Journey]

Why? I've got two booked for 2026.

A 14 night Med cruise, wouldn't have got the suite at the hotel beforehand nor on ship as they sell out or the prices get jacked up.

A 11 night trip to Greece, the hotel is sought-after so the suites with private pools sell out fast.

If you want some cookiecutter holiday then fair play hunt for a bargain and book late, if you know what you want and its in limited supply i.e. high end 5* then this approach doesn't work.

Yeah couldn't do that, can't stand resort hotels regardless of their star rating. Don't do cookie cutter either, just had 8 days in luxury 4 bedroom villa in Corfu booked 2 days before leaving (including flights) under £2.5k including a weeks car hire, always book last minute, always get a bargain.

 

[Vonhelmet]

Wouldnt it be better arranging seperate flights and finding your own hotels? this is what i would always do

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.