What do I do if I'm unhappy with my response?
If you are unhappy with the response you have received, please let us know by email or letter and your advisor will review your file, consulting with senior members of the Customer Service team where necessary. A further response will be issues within 14 days of receipt of your correspondence.
If you still remain unhappy with the resolution, this will be escalated to a more senior member of the team. They will review all the previous correspondence and provide you with a further response within 7 days, outlining any further measures and offering an alternative resolution if they feel this is appropriate. However, please be aware at this stage, our position on the matter is unlikely to change.
Should we be unable to reach a suitable resolution for you, we will issue the relevant correspondence explaining that you have exhausted our complaints process, and advise you of the next steps to pursue the matter further. You can access the European Commission Online Dispute (ODR) Resolution platform at ec.europa.eu/consumers/odr/ which has information regarding alternative dispute resolutions and independent bodies who you can register your complaint with.
The CAA has approved The Ombudsman Service Ltd (www.ombudsman-services.org) as a provider of alternative dispute resolution services, but this is a voluntary scheme and at this stage Jet2.com is not participating in the procedure operated by that organisation. Our position on alternative dispute resolution is constantly reviewed, but in the meantime, you are able to register your complaint with the CAA at www.caa.co.uk.