Simon Read helps a reader who had their request for a refund refused by Jet2.
In July, my family flew with Jet2 from Leeds Bradford airport to Funchal, Madeira. Bad weather meant the flight was diverted twice over the next two days, first to Tenerife where we spent the night in a hotel and the next day to Faro, Portugal.
On landing at Faro airport at 10pm, Jet2 gave us a letter with two choices: either accept a second night’s hotel stay and continue on to Funchal in the morning or accept a refund and a return flight to Leeds. As we would only have four days of our week’s break left, we decided to go home.
But when we went to the Jet2 desk, it was closed. A Jet2 agent advised us to go to the hotel to discuss our options in the morning. The next day, an agent arranged for us to fly home.
On arriving back at Leeds Bradford airport, the Jet2 agent told me to write to claim a refund. I did so, but Jet2 said we should have made the claim at Faro airport, even though the Jet2 desk was shut and we were told to go to the hotel. Jet2 said, as we went to the hotel, we’d forfeited our right to a refund.
It cost £1,355 to spend three stressful days’ flying from Leeds to Tenerife to Faro and back. Can you help?
CM/ Leeds
This looked straightforward: you feel misled by Jet2, which should be offering compensation for the loss of the holiday.
However, a Jet2 spokesperson said: “We do not provide refunds where a flight has departed and a customer has travelled on that flight. Furthermore, we advise customers to take out travel insurance at the time of booking in case of unforeseen eventualities that may prevent them from travelling as planned. We apologise to all affected customers for any inconvenience caused by these extraordinary circumstances, however they were completely beyond our control.”
In other words, Jet2 has washed its hands of any responsibilities. Indeed, it seems to blame you for not having travel insurance (and I can tell you that many insurers would not have paid up).
Jet2’s attitude stinks. A family’s holiday was ruined and they were dumped home with no real apology and no refund. I’m sorry we couldn’t help, but let that be a warning to anyone thinking of booking with Jet2. My advice? Don’t!
OUTCOME: Jet2 refuses to pay any compensation
Simon Read is a money writer and broadcaster. He was the last personal finance editor at The Independent and is an expert on BBC1’s Right On The Money.
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