“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!”
“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”
“JET2 Holidays --- easy to use website, very user friendly giving you lots of options to view and filter from the great range of holidays for the one that's just right for you. So when you get there you know exactly what your getting, the reps are there if you need them, but no pressure if you don't. The whole holiday experience from start to finish is a pleasure and of course the full package options, if that's what you want, takes away any planning pressures too. Well done JET2, keep up the good work.”
“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”
“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.”
“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.”
“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.”
“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”
“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!”
“Certainly wasnt happy. We booked an AI+ to cambrils with J2.( estival el dorado) We never got the branded drinks promised, just local rubbish. The hotel said it doesnt offer any AI+ and its J2s interpretation of the phrase that is incorrect. Despite complaining to J2 I was fobbed off with a short letter. Hotel was great just our package promise that was a black spot on our holiday.”
