✅ Trip Verified
| So have used Jet2, recommended them to family and friends, had good experiences and seeing as I live next to Stansted airport and they have replaced the easyJet service that moved to Southend a number of years ago, it's been a win-win for me, until the last flight on Sunday. Informed two days into our holiday at our family holiday home, that we had a "change in equipment", unable to reply to this, I had guessed we were flying on a 757 as that's the other aircraft type Jet2 fly, instead of the 737-800 that usually flies the route. Then I saw our seat row numbers, I had paid for allocated seats, together, in row 2 as I was travelling with my partner and her 83 year old mother as I wanted to be up the front of the aircraft and near an exit. My new boarding pass was for row 29, not at all what I wanted. At check in (we were dropping a hold bag), I explained my unhappiness to helpful groundstaff, they pointed me over to the Jet2 help desk, who logged my concerns, I wanted at best a refund, to be told that they only guaranteed we would sit together, I suggested why would we choose our seats and pay extra, if we wouldn't get the ones we wanted. They again trotted out the same excuse: it only guaranteed you sit together. I explained that I have travelled on my own, paid extra to choose my seat last year, on my own, if they could bump me to another row, what was the point of paying extra, to which the lady in question agreed that I had a point. Then I explained: as our seats were on the original aircraft, surely, those passengers on the original aircraft should surely be given the same seats on this replacement aircraft, that Jet2 changed and added passengers not on the original scheduled aircraft, that they should get the seats at the back as it was a bigger aircraft, again, the lady agreed with me. Not happy. Once through the new layout at Faro airport, security, realised that there were a great many more passengers, which I explained to my partners mother, we'll be through quickly as they will have extra staff to cope (my partners mother has to take medication for a medical condition and her next dose was in an hour). I must explain, that we were at the airport 3 hours before our departure time, so plenty of time we thought. Then to immigration, or so we thought. The new layout at Faro, segregates: UK, Irish and Canadian passports to the left, all others to the right, there is an analogy there, it felt like it: a queue, we joined at 7, no air, crammed like cattle, it took over an hour to get to the bottom of the escalator, to see to our dismay that we weren't even halfway to the one passport desk open. By my estimate, given the number of people in front, behind, the flight information screens, I would estimate over a thousand poor souls were expecting to get through one passport desk, surely Jet2 would have told Faro airport of our bigger aircraft and more passengers. A lady passed out, one was sick, there were threats to people trying to jump the queue. After an hour, medication for my partners mother, we could wait no more: we called a member of staff who fast tracked us. Consequence: we saved an hour in the queue, one of the first on the new aircraft, Titan Airways. Thankfully we got overhead storage space, others did not. Delayed due to the issue in the passport control area, took off great crew, packed flight, water, we paid for, took time. Smooth flight, nice landing. Contacted Jet2, no reply. Now angry.