Jet2 passengers sold package holidays which 'didn't exist'

Jet2 has sold package holidays that don't exist - leaving passengers fuming. One passenger wrote into the Guardian newspaper to discuss a booked trip to Crete but had the accommodation "changed" despite the trip being "tailor-made" for the passenger's foster son.

They wrote to the Guardian and said: "In February, I booked a £1,868 package holiday in Crete for myself and my 16-year-old foster son through Jet2holidays. The confirmation said it was two bedrooms in a four-star beach hotel for a week in June. It was to be a validating vacation for him when he had finished his GCSEs.

"For any child, getting through exams is an achievement and foster children face a whole set of additional obstacles. Six weeks before our departure, and just as the GCSEs started, Jet2 told me that our accommodation was, in fact, one bedroom and one living room with a sofabed.

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"We require two private bedrooms for obvious safeguarding reasons, but Jet2 has refused to find us alternatives. Initially, it stated that we would lose the whole cost of the holiday if we cancelled. Now it says it will refund us, or we can find different accommodation and pay the difference.

"Essentially, it has sold us something that never existed and tells us it’s our problem to fix." In reply, a fellow customer said: "Jet 2 are usually very good, and our company of choice, flying out from EMA or BHA. However, a holiday booked for Mallorca in Feb 2022 was a car crash.

"A few weeks before, the hotel’s web site showed it was not opening till March, and Jet 2 were not taking new bookings for Feb. I contacted Jet 2, who said the ‘local team’ was finding an alternative. A later called revealed that it was likely to be in a resort of dubious reputation. 10 days out, still nothing definite.

"So I booked for Tenerife and told Jet 2 I wanted a full refund on my original booking. They seemed relieved that they hadn’t got to find an alternative, and complied. All well in the end, but their failure to advise me about the first hotel, the delayed opening of which they must have known about months before, and having offered no alternative 10 days out was not good enough."

"Utterly clueless and disgusting of Jet2 to act like this," a second said. "Definitely won’t be booking with Jet2. Thanks for drawing our attention to this. Mistakes and changes can happen but it is how a company deals with them and the customer that counts," another said.