Kerry Wilkinson

[Kerry Wilkinson @_KerryWilkinson]

@BBCNews @BBCBreakfast @jet2tweets

I proposed an extra hotel night and a direct flight home instead. Jet2 couldn’t authorise the hotel.

Now paying for my own accommodation and airport transfer. Is this really an acceptable way to treat stranded passengers?

[Kerry Wilkinson @_KerryWilkinson]

@BBCNews @BBCBreakfast @jet2tweets

Stranded in Lanzarote after my Jet2 flight was disrupted. Offered a flight landing in Bournemouth around midnight, followed by an unspecified onward transfer to Leeds Bradford - potentially in a private Uber.

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets Nothing says a @jet2tweets holiday quite like being flown to an airport 8 hours from where you actually booked to land, then being told your alternative is to cancel your flight and make your own way home.

And when you ask to speak to a manager? Refused.

Exceptional

[Kerry Wilkinson @_KerryWilkinson]

.@jet2tweets Can you explain how rerouting passengers from Lanzarote to Leeds Bradford via Bournemouth, followed by an overnight coach journey, satisfies Article 8 of EC261/2004? The regulation requires rerouting to the final destination at the earliest opportunity

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets the only
alternative I was offered is “ I can cancel
your flight right now and you can make your own way home” - disgraceful

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets

I’m stranded in Lanzarote and being offered an overnight journey via Bournemouth, followed by a coach to Leeds Bradford.

I need assistance now, not instructions on how to complain once I’m home.

Who at Jet2 is taking responsibility for resolving this?

[Kerry Wilkinson @_KerryWilkinson]

@sunnytuitions @jet2tweets Wrong conversation Luci - thanks for your wonderful insight

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets ? Not replying to me?

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets
I’m still stranded in Lanzarote, facing an overnight journey via Bournemouth, and have been refused escalation to a manager.

Can someone please take ownership of this and provide a substantive response?

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets You publicly asked me to move this conversation to DM and provide my booking reference, which I’ve now done.

However, I’ve received no response or assistance.

It appears you’ve been quicker to move my complaint out of public view than to address it.

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets DM sent with booking reference - I am still awaiting a reply on the points raised on here

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets You've requested my booking reference by DM, but I cannot access your direct messages. Please enable messaging so I can provide my details securely and have this urgently escalated.

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets Please send me a co tact to DM and send booking reference

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets There is no option to DM you - the last conversation I had with your contact centre I was told by Sarah that if I wasn’t happy with the unreasonable flight alternative my flight could be cancelled and I could make my own way home - disgusting

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets I am fully aware of my rights under your rights under EC Regulation 261/200

It doesn’t seem you are aware of your obligations under them.

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets Seats are available on Tuesday’s direct Leeds flight. I’m requesting reasonable rerouting, not a refund or cancellation.

Please explain why I’m being presented with this ultimatum and escalate this to someone authorised to review it.

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets @jet2tweets Your call centre has now told me my ONLY alternative to a flight to Bournemouth followed by an overnight coach to Leeds is to cancel my booking and arrange my own journey home.

Is this seriously Jet2’s interpretation of its obligations under Article 8 of EC261/2004?

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets conditions.

Seats are available on Tuesday’s direct flight to Leeds. Please address this specific question rather than directing me back to the legislation I’ve already cited.

[Kerry Wilkinson @_KerryWilkinson]

@jet2tweets .@jet2tweets Thank you, Rachel. I’m not questioning the weather-related safety decision.

I’m questioning whether a flight to Bournemouth followed by an overnight coach to Leeds meets Article 8’s requirement for comparable transport