Thank you for your comments regarding the disruption to your flight to Jersey. We acknowledge that any disruption to our clients travel plans can be extremely disturbing. This is particularly true when no advance warning is given. We regret that your felt the level of service we offered was unsatisfactory, but regrettably we had not been made aware that your flight had been cancelled due to weather until just before you contacted our office. We explained this to you during the telephone call and told you we were waiting for more information from JET2.
We will always try to help our clients make appropriate arrangements when transport is delayed, but ultimately in these situations when you are at the airport the welfare of the passenger becomes the responsibility of the airline. That is why JET2 provided you with refreshment vouchers and accommodation, and would have liaised with you directly about the new flight arrangements Therefore there was nothing further we could have done in this instance.
We also contacted the hotel to advise them you would be arriving a day late and once we had the new flight details we sent them to the hotel as well. My colleague text you the new flight details and as a courtesy all affected clients were sent a letter detailing the disruption to their flights so they would not have to request one at a later date should they require one.
You contacted us three days later and said you had received no information from us about the new flights details, during this call my colleague advised you about the text we had sent, which you then found and we resent the insurance letter as you said you had not received it.
We apologise that you felt we could have done more and your comments have been noted. We are also aware that you have emailed in directly to us about the disruption and this matter is currently under investigation and a response will be sent to you in due course.
