“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?”
“Issues right from booking, pre booked seats changed twice by airline but charged us twice, booked in online got to airport changed seats again and we were separate and no extra legroom, manager refused to discuss. Flight was on the dirtiest , coldest airplane ever experienced and we flown plenty , even staff said it was such an old plane and always cold. Accommodation was poor not 4 star and nothing like the photos on jet2 site, the photos they used must have been several years old- unrecognisable. But the worst issue was the horrific stomach churning smell from sewage especially bad on the rooms . The smell got worse from the evening onwards and would wake us up, made us physically sick. Jet2 did nothing to help or keep us updated and have admitted they were aware of the issue pre arrival.
Food and service very poor for what was not a cheap family holiday.
Flight back great but then realised that both of our cases had been damaged, Jet2 agreed it was their responsibility but still waiting for a repair or replacement and have had to borrow some for our next holiday, expensive brand new cases! Over 12 weeks sine we have registered our complaint with full photos by email and recorded letter still no resolution just automated messages.
Except things can go wrong and we have been very accommodating to all issues experienced but now out of patience the customer service is an absolute joke and we have not seen any evidence of their so called award winning service. The worst we have experienced in 40 years of travelling, makes us more determined to ensure we get fully compensated the more they stall and will pursue.”
““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”
“YOU WOULD BE A FOOL TO TRUST THAT JET2HOLIDAYS WILL INFORM YOU WHEN THEY BRING A FLIGHT FORWARD -SO HERE IS WHAT HAPPENED TO US
AND STILL NOT RESOLVED 54 DAYS AFTER THEY CAUSED AN AWFUL START TO OUR HOLIDAY!!!!
My wife and I arrived at Manchester Airport at 8.00 a.m on 1st November and noticed that the above flight was not listed on the Departures noticed board,
and was referred by surprised J2 Holidays passport desk to your Customer Service desk at Terminal 2, only to be informed that the flight time had been brought forward to 7.15 a.m and had left. On informing your customer services staff member that we had received no e-mail informing us of the changed flight time, the staff member phoned a colleague and after a 10 minute wait, informed us that an e-mail had been sent to us on 10th October. Having travelled with Jet 2 holidays on several occasions since the collapse of Thomas Cook holidays, we have never before experienced any difficulty with your E-mails, so I confirmed that we had not, repeat had not, received your e-mail on 10th October
Your member of staff repeated that an e-mail had been sent and seemed disinterested when I repeated that we had not received notification of the change.
When I asked what are the options, she merely said we would need to fly on tomorrow mornings flight. When I said this would require an overnight hotel
Stay and asked what are the other options, a colleague said there was an Easy Jet flight leaving from Terminal 1 at 16.10 that afternoon. When I enquired about the cost I was quoted £267-94p. and said could they get confirmation off a Senior Jet2 holidays manager that Jet 2 would pay for us being transferred to the Easy Jet flight, they said there was no way Jet 2holidays will pay.
Why is your system for notifying clients of changes in flight times seriously flawed?
Whilst your normal system for confirming holiday flights and hotels etc seems to work really well in our experience, your lack of a proper system for notifying clients of changes that you initiate is seriously flawed. As I work with the World leading Innovation Engineering (I.E) System a great system should be impossible to misunderstand and always achieved the intended action or result. By Jet 2 merely sending an e-mail in the seeming belief that clients, like us, will definitely receive it, your system and its assumptions are seriously flawed. A great system would mark the travel changes as something like “urgent notification of your changed flight times” and ask clients to confirm they have received the notification of changes within 2 Days. If not received, a further e-mail or text message etc should be sent and if no confirmation is received, then a phone call should follow. YOUR
SYSTEM MUST GIVE YOU ABSOLUTE CONFIDENCE THAT CLIENTS HAVE RECEIVED NOTIFICATION OF YOUR CHANGES OR YOU RISK YOUR REPUTATION
BEING CHANGED TO “ J2HOLIDAYS YOU WOULD BE FOOLISH TO TRUST”. ALSO PLEASE LET ME KNOW THAT YOU WILL CHANGE YOUR PATHETIC
CHANGE FLIGHT TIMES SYSTEM SO THAT OTHER CUSTOMERS DO NOT EXPERIENCE SUCH DISSAPPOINTEMNT AND AN AWFUL START TO THEIR
HOLIDAY
.
Could you please inform me of how many other clients missed this flight - and no doubt other flights changed by Jet2Holidays – as we were not alone. We were joined at your customer services desk by Mr and Mrs A P-----, who had missed the plane due to not having received the e-mail notifying them of the flight changes, and I believe there was one other client shortly before us. Yet despite, the P------ also confirming they had not received your notification, your staff like parrots could only repeat that “it was sent on the 10th October” and you should either retrain them to offer truly great customer service or move them to somewhere where they cannot damage your otherwise good reputation.
Our claim for £1116-44p compensation and why we are still livid about your flawed System and an awful start to our holiday On deciding to transfer to the EasyJet flight at 16.10 p.m, we had to pull 3 suitcases for a 15 minute walk from Terminal 2 to Terminal 1 and find that Easy Jet have no customer services desk there. However, in sharp contrast to your staff, an Easy jet customer service member of staff informed us that we could only book the flight online and did the whole booking online for us. She could not have been more helpful, whereas your staff could not have been more disinterested!!
So we had a 6 hour wait at Manchester Airport before arriving with EasyJet at Alicante at approx., 7.10 p.m. As there was no one at Jet2 Holidays at that time we were very lucky to book the last Abas Shuttle Transfer bus at approx.. 8.15 p.m to arrive at our Flamingo Beach Resort Hotel at 9.30 p.m, Too late for dinner!!
So our awful start to our 10 day holiday was ENTIRELY DUE TO YOUR FLAWED SYSTEM and whoever designed it should ashamed of themselves. Our
Compensation claim is given summarised below:-
I would greatly appreciate an early reply to this e-mail and speedy payment of my compensation claim above. STILL NOT DEALT WITH 54 DAYS AFTER THE START TO OUR HOLIDAY!!!
David Keefe”
“They sold us a family friendly hotel in marmaris well if staff members selling cocaine from the ice cream bar breaking into guests rooms while kids sleep and police raiding the hotel 8 nights in a row is family friendly ?? Staff beating each other up in front of guests grown waiters taking 13 year old girls round the back of hotel adults and young kids and babies jumping about dancing in a pool full of people obviously out of it at midnight this is illegal dangerous not to mention when I reported it asking for a refund as they have a duty of care I was told wee can loss 90 percent of our money eh I don't think so the proof is on instagram live feeds which I've screenshot as proof and TripAdvisor I've kept all evidence incase I need to prove to the telegraph or daily record still debating this as the area anger has not had the common decency to even reply”
“Jet2 changed my flight to a different airline namely Wamos Air,totally unacceptable budget airline worst flight I have ever been on,chosen seats had changed parties of people sat all over plane no in flight refreshments seats were small and crowded,if they do this to you cancel I will never fly with Jet2 again cannot be trusted.”
“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.”
“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.”
“I booked a holiday earlier this year and as it was a few weeks to leaving paid in full £1750. Unfortunately due to a medical incident I had to cancel 48hrs later. I got in touch with customer services via WhatsApp and enquired if I could reschedule to September when i was confident i could travel then and including an extra person. I was willing to pay an acceptable admin fee for the changes. Jet2's attitude was they certainly would book September after they took 90% of my full payment, adding its in our T&C's.
In 30yrs I have never had to cancel a holiday and I found this shocking. I had also failed to take out holiday insurance immediately intending to arrange it just before the holiday. (My mistake). I found Jet2 unsympathetic in relation to my dilemma. So I lost over £1,500. Be warned is all i can say. I was highly insulted when they refunded the pittance of £175 to me and they added "they looked forward to welcoming me in the future."
I e-mailed them about being offended at their attitude, adding there was no way i would consider ever travelling or holidaying with them. To my further shock and disbelief, a second apology and once again "they looked forward to welcoming me in the future". So don't tell me Jet2 care. I don't think they do!”
“Not great experience at gran melia isora tenerife, in resort little help, got home jet2 dont care got your money, and although my complaint very valid ‘spent £1300’ due to restaurant issues flies everywhere plus more they dont see it as valid and offered £260 for our £10k plus holiday. Poor”
“Complained about a bad experience at ammos resort kos eight weeks ago. Made a complaint on my return to jet2. Got a lengthy reply today basically calling me a liar! Appalling service!”
“Flight to Faro from Birmingham on 28th July. Flight delayed 2 hours then found out out Jet2 had doublebooked a lot of seats. 30 people had to go by bus to East Midlands. Very angry. Useless airline who do not deserve to serve the public.”
“WOULD NEVER USE AGAIN, THEY CANT BE TRUSTED
My flights took place last December 21 and accepted refund for flights from Jet2 by email. Lots of emails refund promised with in 10 days then 5-9 days, NEVER HAPPENED. Tried by phone but no one answers customer services probably because too many unhappy customers. Told to talk to them on whats app no one replies.
There is no customer service no one wants to talk to you to sort problems.
Emails saying they will refund but they never have. Its now July!
UNBELIEVABLE. DISGUSTING BEHAVIOUR.
WOULD NEVER USE AGAIN, THEY CANT BE TRUSTED
Buyer beware.”
“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!”
“Have always used jet2 package holidays for about 6 years, neverbjad any problems
I've just booked my second holiday for this year as had a "Sale" on, that so called "Sale" ended last night, however when i logged onto the app today, i found that if I'd have waited for the sale to finish, i could of got the exact same holiday, but a better room for less. Obviously I'm fuming and disappointed, totally fake/false advertising and a rip off! 😡”
“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”
“My experience with this Jet2 package holiday was a mixed bag that warrants a detailed review. Starting with the hotel, it's genuinely beautiful and exudes luxury. However, it seems the 'family-friendly' tag was somewhat an afterthought. The kids' splash park is not just far from the main hotel area but is also situated across a car park. No bars or snack facilities nearby, and the only toilet was inconveniently located inside the kids' club.
When it comes to food, it was good but lacked variety. The snack bar, oddly enough, was operational between 12.30 & 6, which felt like a missed opportunity for evening munching. The all-inclusive package did include cocktails, but these were served exclusively in the reception bar, an area filled with stairs and glass balconies. This space isn't child-friendly and is a real oversight when you're travelling with little ones.
On the brighter side, the private beach was our daily haven. The sea water was noticeably warmer than the resort pools, which were disappointingly cold. These pools lacked any ramp accessible areas, leaving our 20-month-old at risk of falling in—something that should be an essential feature in a 'family-friendly' hotel.
Our room was quite comfortable, offering separate sleeping areas for kids and daily cleaning service. However, we had issues with the lights flickering on and off. We reported it but saw no resolution.
The evening entertainment was a letdown. While the animation team brought a lot of energy and enthusiasm, they seemed to be working with zero budget. The venue, just cold cement steps with no bar or nearby toilets, was far from kid-friendly. Additionally, the resort had a predominantly German-speaking clientele, which isn't a downside but is good to know if your kids are looking to make friends.
Lastly, I can't ignore the fact that the staff were inconsistent in their attitude—some were friendly, others not so much. Also, Jet2's advertising of the package needs to be more transparent. Many pictures featured adult-only areas, causing confusion for those booking a family package. This seems to have been somewhat amended since we made the booking as the main restaurant is now listed as adult only however this was not the case when booking.
So, would I book again? It's a tough call. While the trip had its moments of enjoyment, it also had several limitations that couldn't be overlooked, particularly for the kids.”
“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.”
“We went to Lord Nelson hotel in Menorca last week of September 2023. . All inclusive. Not cheap. The rooms were soooo small ! Nowhere to put suitcase. In the bathroom, the basin counter overhung the toilet. Couldn’t use the loo properly !!! No room ! The buffet dining room was full of flies. At every meal. All over the food. Hotel itself was very clean. Won’t use Jet2 again.”
