Guide to Ruined Holiday Complaints and Compensation

A Free Complaint/Dispute Service

Regardless of who you book your holiday with, you want to know that you're in good hands. You also want to know that your tour operator will make sure that they've taken every necessary step to keep you safe from harm, from ensuring that the hotel that you stay in is well maintained through to making sure that the food you eat won't make you sick on holiday.

Jet2 Holidays are a tour operator which advertises a range of fun holidays in exciting locations, but if you've encountered a problem on your holiday with them, you might be wondering how to go about making a claim.

About Jet2 Holidays & Bookings

If you're unsure of just who exactly Jet2 Holidays are; they're the sister company of Jet2.com which is a low-cost airline operating out of Leeds. But despite the perception that they're a smaller company, they are considered to be one of the larger scheduled airlines in the UK.

While they are ABTA (membership number Y1256) and ATOL protected (ATOL holder number 9618), it's important to make sure that your booking with them, whether done through a travel agent or online, is a Jet2 Holidays package holiday.

The reason that this is so important is that doing so will give you further protection under the Package Travel, Package Holidays and Package Tours Regulations 1992, which will be important in the event that you need to make a claim against them for either illness or an accident on holiday.

Contact Jet2 Holidays directly with a Complaint

Some complaints are less serious than others, for instance you may have found that the staff at your resort were rude or the food that you ate wasn't as good as it could have been.

If you have a general complaint or comment and want to contact the Leeds based company directly, you can use the details listed below. If your complaint is for something more serious such as food poisoning, an illness or personal injury that wasn't your fault that you've experienced as a direct result of your time at a resort, then we recommend contacting our Holiday Claims team first as they'll be able to advise you on the best way of processing your claim.

Jet2 Holidays customer care team requests that if you write to them you include the name of the lead passenger on your holiday, your unique 6 letter booking reference, your departure date and where you were travelling from and to.

Jet2 Holidays
Customer Care Team
PO Box 284
Leeds
LS11 1GE
England
Call: 0333 300 0042
Email: customer.service@jet2.com

Ensure Your Holiday is ATOL Protected

You might be wondering why ATOL protection is so important. It provides you with a level of legal rights that you aren't always afforded on other holidays.

This means that if you become sick or suffer an injury that wasn't your fault while on your package holiday, then you don't just have a right to complain, but depending on your circumstances you may be entitled to make a claim that in addition to recovering any money that you feel you have wasted on your holiday, including out of pocket expenses, you can also be compensated for the suffering that you've been through and the lack of enjoyment of your time on holiday.

While it can be confusing as to whether or not your holiday is ATOL protected, an easy way to confirm this is to check the documentation that your travel agent should have issued you with to see if you have an ATOL Certificate. If you don't have one or your travel agent is unable to provide you with one, then your holiday likely isn’t a package holiday and more importantly won't be ATOL protected.

Advice on Jet2 Holidays Complaints

While as a consumer you have the right to choose how to pursue any form of complaint, we recommend contacting our expert advisers in the event that either you or a member of your family or holiday party finds that they are experiencing illness, food poisoning or have suffered an accident while abroad.

By contacting our Holiday Claims Solicitors first we can provide you with the knowledge and assistance that you'll need to gain any compensation that you may be owed from making a complaint to Jet 2 Holidays.

Please be aware that if you have a complaint about any aspect of a package holiday that was booked with Jet2 Holidays; you will need to follow the complaints procedure that has been set out in the Terms and Conditions that you should have received with your booking confirmation.

In the event that something goes wrong while on your break abroad, it's generally best to advise your Jet2 Holidays representative or if they're unavailable a customer service advisor in the UK while still at your hotel or resort.

There are instances where they will be able to resolve things for you without the need to make a further claim. Once you have taken this course of action ideally they should aim to rectify any issues that have caused your illness or accident and provide you with the appropriate level of care.

However if you have suffered an accident or illness that was no fault of your own or your complaint was not resolved satisfactorily; you may be entitled to make a No Win, No Fee claim for holiday compensation against Jet2 Holidays.

Advice on the Complaints Process

Whilst the Jet2 Holidays complaints process is as straightforward as the complaint processes with any other travel company, there are a few things that you can do to speed up the process, whether you decide to contact our team first or them.

If you contact Jet2 directly, write a letter or send an email to them when you return home in which case it is important to clearly state what the purpose of your complaint is and what specifically has happened to you so far.

To ensure that there is a continuity of when you originally lodged a complaint while still at the resort, you will want to include details of any correspondence, including what you have said to them and what your Jet2 Holidays rep at your hotel or the customer service rep said to you.

It's important to be clear about how your family or party was affected by any illness or injury that you have experienced.

This will include details of how your holiday was ruined by illness, stating the length of time that you were ill, as well as details of your illness and symptoms and any treatment or medication you that you may have received or had to pay for.

Remember that it's in your best interests to stay calm when making a complaint as in addition to Jet2 Holidays likely being more responsive to your complaint. 

Stay calm and try not to sound rude or angry in your correspondence. In the event that your claim goes to court a judge will likely be more understanding of your circumstances if they view you as being an amicable individual. Stick to the facts and consider listing the main points of your complaint in bullet points to make it clearer, easier to read and objective.

There are a number of things that you can do to both support your complaint and claim if you eventually need to make one:

Keep a record of all correspondence including copies of all letters and emails that have been sent to and from the company. Keep all documents that you have been provided by them, as well as receipts for medical expenses and any out-of-pocket expenses that you have incurred as a result of your illness or injury such as receipts for taxis and other such costs.

The old phrase that a picture paints a thousand words is very apt in these situations and taking pictures of how your holiday went wrong will go a long way towards strengthening your complaint and claim. Recording images and videos of poor maintenance, conditions and hygiene is very prudent and will provide you with some very solid evidence that will be hard for Jet2 Holidays to deny.

Making a Claim when a Complaint doesn't Work

In the event that your complaint isn’t dealt with in a way that is acceptable to you, or if your complaint isn’t being addressed by Jet2 Holidays, you may well be entitled to make a claim. In the event that you do make a claim our Holiday Claims Solicitors can provide you with specific advice, but as a general approach there is a simple rule to follow.

Have reasonable expectations of what you expect to gain from your claim. At Simpson Millar we will discuss this with you as each case is different, but it's important to be reasonable when making a claim for compensation.

Remember that as a holidaymaker utilising a package that offers ABTA and ATOL protection you are covered in the instances wherein things go wrong. Under ABTA regulations your complaint needs to be acknowledged by your tour operator within 14 days and a full response given by the tour operator within 28 days.

In the event that you are dissatisfied with the response that you have been given by Jet2 Holidays you have the option to refer your case through to ABTA’s Arbitration Scheme, or alternatively you can make a claim through the Small Claims Court.

Your Legal Rights on a Package Holiday

Unfortunately there are many tour operators who won't give you a clear indication of what your legal rights are in the event that something goes wrong on holiday, but you do have legal rights that are designed to protect you from being miss-sold a holiday and protect you in the event that something untoward should happen to you.

In the event that you experience holiday illness or suffer a personal injury, or in the event that your holiday is not as it was described or sold to you, whether through a brochure or website page, you may be entitled to make a claim for holiday compensation under the Package Travel, Package Holidays and Package Tours Regulations 1992.

Limitations on Complaints about the Quality of Jet2 Holidays

While we process claims for a large number of clients to recover compensation owed due to an accident or illness on holiday, you are also entitled to make a holiday complaint and claim in the event that your holiday is not as advertised or in which the standards of your accommodation and other such criteria that are vital to the enjoyment of your time away, do not meet those that were advertised to you by Jet2 Holidays.

The limitations for such claims allow you the time to put your complaint together and receive an answer as you're afforded 6 years to start court proceedings against them as a result of a breach of contract or misrepresentation of your holiday.

Get Legal Advice before Accepting Compensation

It's important to be aware that in the event that your claim is successful and you are in a position to accept a full and final settlement offer as compensation, you may not be in a position to make a further claim for your holiday illness or injury. For this reason that it's important to receive professional legal advice from an expert such as those in the Holiday Claims team at Simpson Millar, before proceeding with a claim. By doing so you can ensure that you receive the compensation that you are entitled to.

Accident and Illness Claims

While the advice in this guide for making a complaint represents a preferable course of action in the event of minor illness or dissatisfaction with the standard of the resort, for more serious concerns we recommend contacting someone who can advise you of your rights first.

If you have experienced an illness that resulted in you being unable to enjoy your holiday or that left you with lasting health problems that carried on upon your return, or if you have had an injury that was not your fault while on a Jet2 Holidays package holiday; contact a member of our Holiday Claims team  before you write your formal letter of complaint upon your return to the UK.

This information was originally published on our website on 27/08/2016.

For free legal advice, call our Holiday Claims Solicitors

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