✅ Trip Verified
| Me and my family (which included an 11 and a 16 year old) were due to be picked up from our hotel, the San Antonio Hotel and Spa in Bugibba, Malta, at between 7.45 – 8.15am, for a transfer to Malta airport and then our return flight home at 11am. We waited in the hotel reception between those times and no transfer came! At 8.17, I rang your Jet2 customer service helpline and was told that the transfer was often late and should ring again if it hadn’t arrived by 8.30. I rang again at 8.35 and was told that the representative I spoke to would look into the issue and call me back. As I hadn’t received a call back by 8.55, and our flight was due to take off in just over 2 hours time, I rang Jet2 again! Once again, I was told one of their reps would look into where the transport to the airport was as a matter of urgency and call me straight back! Finally, I got a call back saying that there had been some sort of clerical error on your part and we would have to make our own way to the airport! I was told to book a taxi and that I would be reimbursed for this expense once we arrived at the airport. I informed the representative that I didn’t have enough money for a taxi as we had spent all our remaining euros, it being our last night on holiday. The Jet2 rep was not very understanding, and when I asked to speak to a supervisor, I was put on hold for two minutes then cut off! During the next 20 minutes, both me and my wife tried getting back in touch with Jet2 but were either kept on hold or cut off again, twice! I finally managed to get through but the customer services representative we spoke to was very rude and patronising to my wife, suggesting that I run around the resort and find a cash point to withdraw money for a taxi! When my wife asked to speak to a manager to complain about her attitude, she was cut off. By now, I had managed to withdraw some cash and the hotel had booked me a taxi. We got to Malta airport, after great stress and upset, worrying about what would happen if we missed our flight, at 10.10am (50 minutes before the scheduled take off!). The stress and anxiety we endured when trying to get to the airport put a massive dampener on what had been a nice holiday! On return to the UK, I contacted Jet2 to tell them of the poor service we had received from their customer services team, and after several email exchanges, during which Jet 2 admitted fault for the whole incident as their transfer operator had forgotten to pick us up, I was offered a derisory amount of compensation (approximately 0.015% of what we had paid for a holiday that had cost us over £6,200 with Jet2) , I escalated the issue to their CEO, Stephen Heapy. The response from his Customer Services Escalation Executive was to agree that while the level of service we had received was below their required standards and the admission that they were at fault, they would not be taking this matter any further! I feel obliged to share my experience as I would hate for anybody else to go through the stress and trauma we endured for those few hours, without and help or support from Jet ! And their follow up lack of empathy when trying to resolve the issue.