I have just come back from a weeks holiday in Portugal with my family. I flew from Newcastle to Faro with Jet2.com on the 6th of |July. On arriving at the airport 2 hours before our flight we were greeted with a huge queue for the Jet2 check ins. Apparently the conveyor belts had all broken down and so the staff were putting everyone's cases on trolleys and taking them to be put in the hold. We queued fo 1hour 30mins !!! when arriving at the desk the lady said it was a full flight and would we mind putting our hand luggage threw free of charge. We said we didn't have locks on them and her reply was " it doesn't matter if they have locks on or not if anyone wants in them they will get in them". At this point our flight was being called, so we said ok and let them go. They all went together, that's 1 case and 3 small hand luggage cases.
We arrived on time and went to collect our cases. My small hand case didn't arrive. In this case was all my clothes, prescribed medication, sandals and Beach towel.We contacted a Jet2 member of staff who (very slowly) filled in a form and said they would contact us later that day.
We were contacted by jet2 uk who said that we would get the case back Tuesday. So we made the 30 mins journey back to the airport only to be told at the Jet2 desk that they had no idea where my case was!!
I was furious to say the least. We spent nearly an hour trying to find it but apparently my case had gone from Newcastle to Cypress then to Glasgow !!!!!! All these journeys a suitcase makes unaccompanied surely is a security risk ???? Again we were promised we would get my case the next day. I explained I had no clothes and the only helpful member of staff from Jet2 said to go and buy what I needed and keep the receipts.
I had no choice other than to do this and so had wasted second day of my holiday. The next day we were contacted from Jet2 to say that they were sorry but the case had not been put on the flight and would arrive Thursday 9th ( 4 days into my holiday) only at this point did they offer to deliver my case to our apartment but we refused as I wanted to open my case at the airport to make sure nothing was missing.
On the thursday we went back to the airport ( another 30 min drive) and finally collected my case. I opened it and nothing was missing thank God. We said we might be over the weight limit when we check in with having to buy cloths etc and the lady at Jet2 who had been helpful the last time assured us that if we explained at check in and speak to the duty manager that they wouldn't charge us as it had been their fault the case had been lost.
Guess what ???? When checking in the very unhelpful staff said we were 10 Kilo over we had to pay!!!!!!!!! we asked to speak to the duty manager who was even more unhelpful said eventually that they would "as a courtesy" would only charge us for 5 Kilo..... 90Euros !!!!!
Can anyone advise me on who I should speak to in regard to compensation. I have lost all faith in Jet2.com and as I have a Holiday home in Spain I use their company numerous times a year.....until now.
Any advise would be very much appreciated. All I would like is someone to acknowledge their at fault and to compensate me for the clothes I had to buy and for the extra luggage weight.
One very unhappy Jet2.com passenger !!!!!