“I've used this company over a period of 4years about 8 holidays 2of these holidays were group family hols went on a family wedding to rhodes on july26th we got to airport looked on board see gate number to see flight delayed to futher notice no tex or emails to warn of delays ok checked in went to departure flight due to leave at 2pm had meal notice up at 350pm flight delayed to 525 ok got on plane took off 535 landed at 1105 rhodes local time 1hour delay baggage no information on to bus was told 4th drop off ended up been last 220am arrival hotel tried to claim for late arrival to be told due to bad weather in Turkey that night before we flew were not able to claim compensation when other flights affected that weekend had money paid back some paid that week we were there on holiday so after 4years holidays won't be spending any more of my hard earned cash with this airline any more can't see how some airlines pay out and others ie jet 2 don't avoid this company at all costs”
“This is the worst company we have ever used
They have no duty of care.
They misled us
They did not in any way acknowledge their responsibility for giving us a disastrous holiday.
If you are elderly or disabled, avoid this uncaring company
We were phoned earlier evening on Thursday 12th September, informing us we could not stay at our Booked Hotel ALEGRIA Palacio Mojacar 7 nights from Sun 15th Sep 2024 in a Club Rm, because it was over booked.
We were quite taken aback at the short notice as I am disabled and had researched the hotel to suit my needs.
We had booked originally on the 08th September, however we had to change the dates due to a medical appointment.
We were told at the time there were no Club Rooms left and so we decided to go back tonight the original booking.
A few days later we were contacted Jet2 stating that we could change our booking to the 15th and there was definitely a Club Room available. So we paid the admin fee £200.00 and we were sent confirmation of the amended booking, through MyJet2.
So now we find ourselves as 2 retired woman, that we are changed to a Hotel at the other end of beach and to access the beach I have to walk up and down a steep hill.
We chose to be close to Garrucha because of its fantastic fish restaurants and now we are miles away.
I also noticed the amenities in the new Hotel Playamojacar Aquapark Hotel were not as good and it is not an Adult only hotel. We have no Spa for me to access to help my condition and to bring the room up to the equivalent of ALEGRIA Palacio Mojacar I paid another £340.00.
We have to pay supplements on all the cocktails and still request an extra spirit to make it taste right.
The member of staff who told us we were being changed was a little flippant and I was very frustrated with her, however when we were informed there was nothing we could do, I gave in.
The questions I ask are:
Why were we told in April our booking was confirmed and we had a Club Rm to go to, and you took a £200.00 admin fee for nothing it now seems.
Why were we moved so far away from our original choice of area.
Why were we told our room was the equivalent, when certain amenities were missing.
Why were we put in a hotel on a hill, knowing full well I had mobility problems.
Why were we not given a Superior Rm in the first place, so I didn’t have to upgrade for Tea and Coffee, bathrobe facilities and a wider balcony and we still don’t have the Sun Beds we wanted.
We feel very let down by your company and £80.00 reimbursement against the £340.00 I had to pay to upgrade us to an equivalent Club Room in the new hotel is very disappointing.
You still have to pay for your safe, there is no water in the rooms and the snacks are very limited and we cannot get Wi-Fi in our room.
It’s not right to take admin fees and then tell us our booking was cancelled. We should have been reimbursed that money because you didn’t fulfill our changes. And why were we not moved to have an equivalent room when there was one available so I didn’t have to spend my pension to get a room as equal as possible to our original one.
So far we have paid out an extra £540.00 - £80.00 for a hotel we didn’t book.
All this on top of the price for our holiday.
Tues 17th September, we are now on the 3 Groundhog Day of food. I had basically the dinner as I had lunch.
We decided to go to the bar to have a Cocktail each, even though we have to pay a supplement on all cocktails. (This is not an (All Inclusive Hotel). We handed our Rm card to the bartender and we were told we had to pay cash?? We explained we were Inclusive and only had a supplement to pay to the room. He said no and was extremely curt with us, demanding we return to sort out the payment. We said we would go to the reception and she said our card had been shut down, (not by us or our bank) as our Credit Card is in fact in credit paid in by Jet2. £80.00
We now have to re register our card and most certainly we will not be explaining anything to the Bartender.
We had no Toilet Roll in our bedroom and had to go to reception to get that as well.
Nothing is easy is easy in this hotel, because no one actually knows what’s happening.
The Terre Restaurant doesn’t seem to exist, even though we are supposed to be able to access it once.
We had to find the Bar ourselves, we don’t know where the Ocean Club is because no one tells you.
I, as a disabled person cannot be moving from here to there to find out where things are. There is no information in the Hotel to let you know where things are. When you ask you are told one thing and then it’s contradicted by another.
It’s becoming a nightmare for us now, especially when we are embarrassed by a bartender.
There are good things about this hotel, however there are too many unnecessarily bad things, that seem up to us to find out, fix or change.
Great big balconies with the tiniest table and no sun beds, which our chosen hotel had. We are very unhappy here and have not seen a Rep to discuss the situation.
Maura M Halsall
Our rating”
“I went on holiday in July the hotel was disgusting the hotel tried to charge me for WiFi at a different price to what was advertised when we landed jet 2 people couldn’t be bothered to even show us to our coach. We had to find it ourselfs joke ..”
“I put down £60 deposit on a holiday for february 2025 & cancelled 10 days later
Thinking I gave plenty of notice & have
Been told I've lost the whole £60 so
What about cooling off period!! SCAM
I won't be booking like that again!!!”
“Still waiting for a call back from 27th May regarding an issue ,and another issue regarding assistance, do not use this company they are not interested after they have got your money.”
“They use vehicles that are not roadworthy. Bald tyres, a split in a tyre wall; terrible fumes coming in to the passenger compartment. No hammers to break glass in case of an accident; seatbelts not working. They responded all was well.”
“Villa cordyline, Guia, Algarve 4 stars Jet2 via Solmar Villas was dirty inside and outside with threadbare towels and pilled bed linen which didn’t fit a couple of the beds and dirty seat pads in the outdoor seating area and on dining chairs. Windows were filthy inside and out. Bird muck on the inside of a bedroom sliding door. Showers had black mould and tiles had soap scum and shower screen panel broken. The beds were so uncomfortable, all 3 bedrooms. Cheapest of the cheap! Our backs were broken and still recovering. We removed ourselves to a hotel for the last 4 nights.”
“I made the mistake of signing into Jet2holidays to get £10pp discount and went back to book tge holiday a couple of hours later and the holiday had gone up by £400!!!”
“Very disappointing customer services
We paid almost £5000 for a one week holiday in Tenerife including a supplement to take golf equipment. We were disappointed when despite the 5 star rating for the hotel (Sir Anthony) Jet 2 couldn't arrange transport to the door. Instead the coach left us a ten minute walk away, in the heat, carrying heavy golf equipment. When I raised this with the company I got a patronising response back saying the lack of to the door transfer was in an Additional Information section of their website. I had to search 3 times to find this. If you cannot transport customers to a hotel door then this should be highlighted in bold print and their specific attention drawn to it with a warning this is unsuitable for people carrying extra heavy luggage. What annoyed me more than the misleading website was the lack of concern provided in the Jet 2 response despite the fact this was our third year in a row using their services. They obviously do not care about retaining customers.”
“I booked an Easter holiday trip to Mallorca - 10 days prior to the holiday unfortunately we found that our daughter had just under 3 months left on her passport (you need 3 months and over) so a new passport would be needed before the holiday. I was assured that if need be but they wouldn't be able to change the hotel though. After the final payment was taken from me and getting closer to the holiday date they couldn't do anything - move flights, make any suggestions. I lost 100% of the money and our long awaited family holiday. They didn't help in the slightest and I spent hours on the phone. I will not be using a package holiday ever again.”
“Hotel Gran Sol Alicante. Hotel clean but does not accommodate a 4*review. Rooms exceptionally small and facilities very poor. No tea/coffee facilities.no guest information in room.. no safe. Had to request safe which broke and had to be cut open. Would not recommend this hotel to anyone. Hotel Hylton Alberola more superior. Very disappointed with this city break.”
“Absolutely appalling service and flight
Staff allowed passengers to vape get drunk and use foul and abusive language and hid in the back and took no notice of the complaints putting law abiding passengers at risk. They were happy to service excessive alcohol and duty free to get more money
The CEO MR HEAPY AND HIS EXECUTIVE TEAM are also Dis graceful and have not taken the rules of aviation law seriously. Not submitting an accurate report from the staff or informing the pilot correctly
THE FLIGHT FROM HELL
DO NOT FLY WITH JET 2 EVER”
“How would you feel spending 267euros for a one way flight ticket and only 24hours being prompted from the same official website (jet2.com) for 45euros for the same exact ticket?
This is Jet2 Ladies and Gentlemen
I tried of course changing dates for the expensive ticket but not even around Christmas prices are so high
Don't even bother calling Customer Service, they can't help but will give you an email address from which an automatic response (that could take up to 28 days) will say
"This inbox is for Customers who have returned home from their holiday. We’re unable to respond to any Pre-Travel queries."
And that's all Folks!”
“I wouldn't personally recommend this travel agency another customer said,if things are ok,is fine but if you need to any changes or anything happen ,they are not nice ,proving that it is all about money.
Had to cancel my holiday due to unforeseen circumstances ,then within 1H have booked the same holiday,have requested the depozit back paid for the 1st holiday but have been refused and they wouldn't even discuss or want to hear anything,lost £180
Recently have watched a video on Youtube filmed at the hotel were we're going and was shocking ,how bad it is,food and the whole hotel so I made an enquiry trying to find out,if I will change the hotel.how much would it cost.and once again was in shock-£800 to change the hotel -OMG .
This was the 1st i have made a booking with this travel agent,1st and Last ,have always used -On the Beach.to whom have never had any problem(5 holidays)
Would not recommend to anyone,all you get is stress.
Apparently made their own law-Nc colling period
All companies have cooling period,not this one.
Avoid at any cost”
“Having used Jet2 numerous times we have found that they are okay whilst all is right. It is when this is not the case they are unresponsive. Even the CEO (Steve Heapy) and his team do not care enough to even acknowledge that there is an issue!
Our latest issue relates to a long stay booking where we have been advised that our hotel will be undergoing renovation work during our stay and should we wish to change the hotel they would not charge an admin fee. However, any increase in cost would be for us to pay. Of course at this stage availability is limited so prices almost doubled. Take it or leave it I suppose?”
““JET2 Misleading advertising and utterly incompetent local reps and helpline”
We feel cheated by the misleading advertising re: Ona Diana Park on the Jet2 website, greatly upset at the cleanliness standards- staff lift filthy, sink cracked, furniture cigarette damaged, shabby decor and view of rubbish recycling point, unhelpful reception staff, unappealing and unappetising menu.
“We feel let down by local Jet2 staff who were unable to resolve complaints, let down by Jet2 helpline for same reason- no plan “b” to help customers.
“ This holiday was advertised as appealing, clean, great location when in fact it was anything but and caused so much distress that we made our own arrangements for the next ten days. Then you disappointed again with another delayed departure.
Date of travel: September 2023”
“We’ve had several good holidays with jet2 but we were in Skiathos when storm Daniel arrived in September. I know it is regarded as an act of God and that is jet2s ace card as we spent three days with no power,no running water( having to use a bucket of swimming pool water to flush the toilet) no emergency lighting with soaking wet floors and five feet of water in the basement rooms. All we were given was bread and water and we were unable to leave the hotel to eat or charge a phone to obtain info. It took them three days to move us to another hotel. To cap it all our flight was used to take other people home and we had to wait an extra 24 hours to be flown home to East Midlands airport when our true destination was Bristol. Jet2 refuse to compensate us for any of these horrors that we endured.”
“Don’t use Jet2 for car hire from REUS airport Spain. They use Enterprise who have an office in town rather than the airport. The promised shuttle bus never arrived, they don’t answer the phone and they closed early leaving me stranded without a rental car which I had paid for upfront. Worse even is Jet2 complaints process which is just a waste of time. Still fighting for a refund. Once they have your money they can’t be bothered to investigate properly.”
“Holiday from hell
I would like to share my experience with Jet2Holidays. This was a holiday from hell...
We were looking into attractive travel packages from Jet2 Holidays for few months before purchasing our trip. Once I paid ,I ve been offered by Jet2 Holidays to purchase an insurance to cover all of our family for anything during our holidays. The Insurance package was called Jet2 Holidays Insurance cover but in fact that was a lie and a real insurance company was something we never heard about ,its called Rock Insurance Services.
Very unfortunate, but an accident happened to my daughter while we stayed in the holiday resort in Turkey. We were sunbathing by the pool and at the same time other guests were playing a water polo with the hard heavy ball in the swimming pool. This event has been organised by the Hotel. One of the players thrown the ball and it hit my daughters face breaking her nose. This was awful. We were rushed to the hospital where doctors suggested a surgery to be done within 3 days.
I have liaised with the Jet2 Holidays and the insurance company. I have been told by both that "go ahead, you are covered for all".
Nasal fracture surgery has been done and doctors suggested to us that we do not fly for at least 10 days to avoid possible health complications. So did the Jet2Holidays policy states , that you are not fit to fly for at least 10 days if you had a surgery done under general anaesthetic.
But in reality things are not as they are on their papers....
For the time, when my daughter had her nose fractured , I was so stressed , and I was hoping that Jet2 representatives would actually help us to resolve everything. I had few meetings with them, spent hours talking & explaining of what happened,they made promises of providing us with the accident report, settling us into another the hotel rooms once our holidays will expire and we would need additional stay until my daughter would be fit to fly and etc.
I never received any help from them ! Like nothing at all. I had to organise myself with the hotel our additional stay, travel to & from the hospital, shopping for our baby ( my second child) such as baby milk ,nappies and etc . That all stress in the country of which I don't speak the language, while my daughter was in constant pain, with the empty promises of an jet2Holidays representatives, with spending my own money on extras- this all was an extremely emotional and hard time.
The extra days at the hotel costed me £1300 + £300 phone bill and medical expenses.
As I couldn't get hold of the insurance company for long time , I ve managed to finally speak to them back in the UK.
I sent several messages via email to both companies, they were transferring me over from one to another, I understood that they are just playing on my situation, they don't want to take no responsibility and no liability for what has happened. After long conversations and all my emails to them ,providing all the medical information , they decided to pay me back £270 , claiming that they don't understand why did not we return to England on time. They refused to accept their own policy which states that "you cannot fly if you had a surgery done ander general anesthetic less than 10 days ago ". They are now saying that I should have provided them with the Fit to fly note from a doctor. Why no one ever mentioned this to me while we were in Turkey?? I have spoken to 3 representatives over there ,all from Jet2, and nobody told me to obtain one.
I am trying to get this note from the Turkish hospital but they are not responding to my email and the Rock insurance services company refuses to cover all that bills for an extra 7 days that we had to stay in Turkey.
How can Jet2 Holidays sell everyone such a misleading insurance??? Rock insurance services policy doesn't match Jet2 Holidays policy, how is that possible? This looks like a fraud to me!
After "fighting " with both companies I feel like taking this case further. I deserve my money back and a moral compensation in addition to all of the stressful time.”
“Arrived at hotel at midnight. Everything closed. Given a bag with sandwich piece of fruit and small water. Sandwich was disgusting. Twin room booked unavailable. Given double room and travelling with a male family member meant my first night was spent sitting on balcony . Receptionist couldn’t help until morning. Morning I returned to reception and told room would be available around 11 am . Mobile phone no given so they could let me know when I could move. Hang about all morning waiting . Later went back to room and found a small single bed had been put in room. Thin mattress and creaked every time you moved. Promise of twin room was false. Friends also had same problem. Therefore jet 2 accepting bookings for twin rooms when there we none available. Breach of contract
Air conditioning had not been working previous week and none the whole week we stayed. It was extremely hot. Nowhere to cool down. Promised a fan for the room which again was a false promise. Fan never appeared even after repeated requests.
The restaurant was so hot it affected your appetite and alcohol was minimal due to the heat. Therefore full use of all inclusive was impossible.
Huge queue to speak to rep as many complaints. People we met in lift going home were so happy to go home. The holiday was a disaster reception and rep making false promises
Applied for compensation as what was booked. Ie twin room and hotel with air condition was not what we got . They were in breach of contract. Mere £150 paid and after complaining again another £100 is due to be paid. For a holiday costing over £2300 for one week , unable to make full use of all inclusive..compensation offered unacceptable.
Jet 2 I will never use again. Very unhelpful. Worst part is the fact they take bookings for rooms they don’t have and end up sleeping on a camp bed!!! Not what I would have expected for over £2000
I will be taking this much further”
