“This was our first holiday with Jet2holidays, and sadly it has left us very disappointed.
Our complaint concerned the half-board catering at Hotel Diana in Rome. The hotel operated a restricted menu for half-board guests that was never disclosed during the booking process. After repeated unsuccessful attempts to resolve the issue directly with the hotel, we contacted the Jet2 representative while still on holiday.
Although the representative listened to our concerns, the eventual response from Jet2 was simply that the hotel had rejected our request and that Jet2 could not overrule the hotel's decision because board basis changes were at the hotel's discretion.
This completely missed the point. Our contract was with Jet2holidays, not the hotel. We booked and paid through Jet2, so we expected them to take responsibility for ensuring the holiday matched the description under which it was sold.
What disappointed us most was that Jet2 appeared to rely entirely on the hotel's version of events. The hotel's response was not made available, and a request to the Hotel to view their response was refused. Without seeing the evidence used to reject our complaint, it was impossible to understand how Jet2 had reached its decision.
Despite repeatedly trying to resolve matters during the holiday, we ended up paying to eat elsewhere for the remainder of our stay because the hotel's limited menu was unsuitable. My wife became so distressed by the whole experience that she was reduced to tears on several evenings.
After returning home, I found numerous online reviews from previous guests reporting the same problems with the hotel's half-board menu. This suggests the issue was well established rather than an isolated incident.
Jet2 has built a strong reputation for customer service, which was one of the reasons we booked with them. Unfortunately, our experience did not reflect that reputation.
A complaint was raised with Jet2 customer services on our return home, which after an excess of 2 months, they responded to by telephone claiming technical issues why it took so long to call! They acknowledged the situation and stated my comments had been referred to the Hotel Diana who would review their menu! As I had already raised the issue with the Hotel and their attitude was indifferent, I feel no attempt was made to address the service or attitude provided by the Hotel Diana whilst on our holiday.
We felt unsupported throughout the process, and feel our concerns have been dismissed without any meaningful investigation.
Based on this experience, I would think very carefully before booking another package holiday with Jet2holidays.”
“Cold and repetitive food, no hot water for two days, algae in the pool, disgusting filthy sun loungers, either cold food or dirty pool gave me diarrhea. Curtesy room offered for later in the day of leaving was a room in the gym area ,with no lock filthy and mouldy shower tray and toilet with a broken flush button. Luggage room was a utility room full with dirty mops and buckets and 2 bikes. All of these issues whete reported to hotel staff and jet2 representative Rebecca.”
“0 star 0 star I want a 0 star not 1 star 0 because you kick kut 5 Muslim people out of the flight you kick them out because there Muslim now I know this dirty company is ractism”
“Racist and Islamaphobic. How they treat ethnic minority passengers is disgusting and I wouldn’t feel safe flying with them knowing my name stands out. Absolutely vile that they haven’t made things right or made an attempt to apologise.”
“In the recent past few days with the incident emerging regarding group of ethnic minorities removed from their flight and bumped to another which was handled disgracefully and disgustingly. I would never ever fly or book with you rather your competitors instead Ryanair and Wizz air here we come 💪🏼”
“I was very concerned to hear about an incident involving a group who allegedly felt they were refused because they were Muslim. If this is true, it is deeply troubling. Every customer deserves to be treated equally and with respect, regardless of their religion. I hope Jet2 thoroughly investigates the incident and ensures all customers are treated fairly.Literally eww!!”
“In my experience, the way this situation was handled was deeply concerning. The only passengers removed from the flight appeared to be those with non-British names, while passengers with traditionally British names were allowed to board. After people began filming, I also heard a staff member say, "Muslims bring trouble all over the world." Not everyone who was removed was Muslim—among them were two Chinese passengers and one Bengali passenger, who were also the only visible ethnic minority passengers on the flight.
I found the behaviour of the staff unacceptable and discriminatory. What is equally disappointing is that Jet2Holiday has still not publicly addressed these allegations or responded to concerns about the conduct of its staff. To me, that raises serious questions about the company's values and accountability. Based on my experience, I would not recommend flying with Jet2Holiday.”
“Staff is racist. They took off only people with different names from the flight and only let those with complete British names onto the flight. One staff member even said "Muslims bring trouble all over the world" after people started filming her which, mind you, weren't even just Muslim. Two Chinese people and a Bengali person got removed from the flight as well all of them were the only minorities who booked the flight. The staff members are incredibly racist and Jet2Holiday still hasn't responded to their staff members being racist and despicable human beings which only shows what type of company they are. If you want to fly with a company who has rotten morals be my guest, if you have even a sliver of humanity left don't fly with Jet2Holiday.”
