Jet 2- can I take them to court

[louisemarie]

Hi all, really hope you can advise.

My partner and I are having severe problems with a complaint with Jet2.

We paid almost £1800 for our honeymoon - a four star plus in Turkey through Jet2. However, the whole thing was a disaster - they food was disgusting, we weren't made aware of limits on a la carte, our bedding wasn't changed once during our 10 day stay, the roof below our balcony was littered with cigarettes and someone's underwear, a waiter was rude to my husband, a member of hotel staff shouted at my husband after he slipped coming out the shower and caused some damage, we were harrassed for the bill for damage which was already paid on the night it happened, we were misinformed of our transfer time (I suffer muscle disorder so this is really important to me), we were frequently given chipped glasses and dirty cutlery and during breakfast, the waiters reset the tables but didn't change tablecloths so we were privvy to splodges of other peoples breakfast. The whole honeymoon was awful. Jet2 sold us a luxury Turkish honeymoon and in reality it was a nightmare and we counted down the days until we got home. They are refusing to refund us any money and we can't really afford to take them through court or ABTA arbritration.

They say that because they gave us extra fruit and wine in our room and arranged extra a la carte, this is enough. They refuse to speak on the matter anymore unless through court. ABTA Arbitration is a bit pointless because we have to pay over £100 to register for mediation and if we lose we have to pay Jet2's mediation fees! Would we be best due to drop the complaint or should we take them to small claims?

Thanks in advance,

Lou

[MissFM]

Re: Jet 2- can I take them to court

Hi Lou

It's really upsetting to read your post and I'm so sorry that your Honeymoon was such a disappointment.

Do you have evidence (ie photos, documents, diaries etc) of the various ways in which Jet2 let you down?

Did you complain to the rep in the resort and did they make any effort to put things right at the time?

Are they also members of AITO?

Have you contacted Trading Standards?

When was the holiday?

[louisemarie]

Re: Jet 2- can I take them to court

Hi Miss FM

I have a picture of the dirty balcony and I've kept the list I made on holiday of problems we came across as well as the receipt from the damage that happened.

We complained and the rep came over and offered us the extra fruit and wine and extra a la carte, which we took and just tried to make the most of the holiday but it got worse as it went along!

I'm not sure about AITO, I would need to look into that, never heard of that before

I contacted Trading Standards who replied with one line telling me that holiday companies are regulated by ABTA, so they weren't much help.

The holiday was mid September for 10 days.

Thanks so much x

[MissFM]

Re: Jet 2- can I take them to court

Was it a specific "package holiday"? If so, have a look at this:

http://www.which.co.uk/consumer-righ...ackage-holiday

Trading Standards really ought to take more interest, oughtn't they?

I've had a look at the Jet2 website and can't find any official complaints procedure outlined there - do you have any written information as to what it is?

[MissFM]

Re: Jet 2- can I take them to court

Hi Miss FM

I have a picture of the dirty balcony and I've kept the list I made on holiday of problems we came across as well as the receipt from the damage that happened. Could this be claimed on insurance?

We complained and the rep came over and offered us the extra fruit and wine and extra a la carte, which we took and just tried to make the most of the holiday but it got worse as it went along! Yes, I think some operators just rely on people not wanting to further ruin their holiday by it becoming a battleground. Did you express your continued disatisfaction?

I'm not sure about AITO, I would need to look into that, never heard of that before

I contacted Trading Standards who replied with one line telling me that holiday companies are regulated by ABTA, so they weren't much help.

The holiday was mid September for 10 days.

Thanks so much x

Have you gone through the procedure described in the below link?

http://abta.com/go-travel/travel-clinic/complaints

If not, what have you done so far and when?

Sorry to ask so many questions - the more info you can give (without any personal details)the better the chance of constructive suggestions!

[louisemarie]

Re: Jet 2- can I take them to court

Hey, yes it was a package holiday - hotel, flights and transfer all booked through Jet2.

Have been through Jet2's full complaints procedure, then reported them to ABTA who will investigate if there have been any breaches. They can't help me anymore unless I go through the ABTA Arbitration Scheme which will cost me money and possibly leave me paying Jet2's mediation fees!

I've been to-ing and fro-ing with Jet2's CEO office and they are just determined not to pay anything back to us and keep refuting everything I'm saying - they even lied saying we had a room upgrade when we didn't! They have said that's their final response unless we go to ABTA Arbitration or Small Claims. I also wrote a brief outline to the Judge at the Sunday Mail who suggested threatening small claims to see if they would weigh up cost of defence against settlement, but still no joy.

Yes I was a bit shocked at Trading Standards!

Not sure what else to tell you, please do ask away! (Sorry I have cognition problems so wracking my brains trying to think of more details)

Thanks x

[MissFM]

Re: Jet 2- can I take them to court

Hmm. It sounds as if you've done everything by the book and remaining options open to you are the ABTA arbitration scheme or Small Claims, as you say. If they are a member of AITO they have this, too, but it's even more expensive than ABTA:

http://www.aito.com/why-aito/dispute-settlement-service

I can't find where ABTA says you would have to pay the other side's fees were they to find against you? Only this:

If you lose or you are awarded less than previously offered to you by the ABTA Member, you will be ordered to pay an amount, which is equal to your registration fee – but no more. For example, the ABTA Member offers you £500 but you turn that down. The arbitrator goes on to award you £400; therefore you have to pay back the equivalent of your registration fee to the ABTA Member.

Of course, the other option is to continue along the press route and go to Watchdog etc..

If you do decide to go to small claims there are experienced Beagles here who can help you with the process - also see the link below:

http://www.which.co.uk/consumer-righ...l-claims-court

[louisemarie]

Re: Jet 2- can I take them to court

It's in the Arbitration rules the ABTA office sent me trying to find the right bit to copy and paste for you.

I've emailed Watchdog this evening so fingers crossed they may be able to help!

I'm a bit scared of the small claims route, though it seems to be my only option. I feel as though Jet2 are stringing us along and treating us unfairly so I kind of don't want to let them get away with it!

Thanks for all your help x

[MissFM]

Re: Jet 2- can I take them to court

Is this who you've been corresponding with?

jet2.com
Philip Meeson	Chief Executive
Email	pmeeson@jet2.com
Telephone	0113 238 7444
Fax	0113 238 7455
Website	http://www.jet2.com
Address	LS19 7TU
Company Number	02739537

or

Stephen Heapy, Executive Director and Chief Executive Officer of Jet2.com and Jet2holidays

Stephen Heapy has been with Dart Group since 2009. Stephen is the CEO of Jet2.com and Jet2holidays. He has extensive experience in the travel industry having held roles with My Travel PLC, Thomas Cook and Libra Holidays. Stephen is a Fellow of the Institute for Travel and Tourism.

[louisemarie]

Re: Jet 2- can I take them to court

Yes it's Philip and his office (Chris Flanagan) and Stephen Heapy was copied in. It was Philip himself who said he had nothing more to say on the matter and would let it take it's course through court! Utter idiot, no idea of customer service! x

[MissFM]

Re: Jet 2- can I take them to court

It's in the Arbitration rules the ABTA office sent me trying to find the right bit to copy and paste for you. Sorry - missed that!

---

I've emailed Watchdog this evening so fingers crossed they may be able to help! Well done!

I'm a bit scared of the small claims route, though it seems to be my only option. I feel as though Jet2 are stringing us along and treating us unfairly so I kind of don't want to let them get away with it! I know that feeling very well - why can't they just apologize and make some reparation, even if they call it a gesture of goodwill.

Thanks for all your help x You are more than welcome - there are likely to be others on here with more effective ideas - meanwhile will hope for a brainwave!

xxxx

[MissFM]

Re: Jet 2- can I take them to court

Yes it's Philip and his office (Chris Flanagan) and Stephen Heapy was copied in. It was Philip himself who said he had nothing more to say on the matter and would let it take it's course through court! Utter idiot, no idea of customer service! x

How very disappointing - I had spotted this and thought it might mean he cared about his customers

http://www.telegraph.co.uk/travel/bu...own-staff.html

[ploddertom]

Re: Jet 2- can I take them to court

Have any other similar complaints appeared on the likes of TripAdvisor etc?

[CYNthesys]

Re: Jet 2- can I take them to court

I'm also pursuing a complaint with J2, having just recently rejected their response to a complaint I made way back in October re transfer arrangements being in breach of contract. The hotel was excellent, and is rated 1 out of 22 on Trip Advisor, however other holidaymakers commented on the poor transfers.

[CleverClogs]

Re: Jet 2- can I take them to court

The whole honeymoon was awful. Jet2 sold us a luxury Turkish honeymoon and in reality it was a nightmare

Should one take it that the sex also failed to meet your expectations? :rofl: