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-   -   Jet2-5 (https://www.pprune.org/airlines-airports-routes/600427-jet2-5-a.html)

Ivan aromer 4th Aug 2018 23:12


Originally Posted by 29Alpha (Post 10214733)
u have to be careful about this, special assistance isnt really disability, vertigo and other medical conditions can warrant special assistance.

Come on! Its people playing the system. We all do it to a greater or lesser extent. Who hasn't tried it on? Who travels with an gigantic "carry on" baggage plus a large handbag and get VERY huffy when its declined. Most of the time you get away with it. Dont you!

crewmeal 5th Aug 2018 04:57


My guess is some wheelchairs are wider in the UK than other places hence obese people can’t fit in them so they have to waddle off the aircraft at the other end.

mik3bravo 5th Aug 2018 08:42


Originally Posted by Ivan aromer (Post 10214778)

Come on! Its people playing the system. We all do it to a greater or lesser extent. Who hasn't tried it on? Who travels with an gigantic "carry on" baggage plus a large handbag and get VERY huffy when its declined. Most of the time you get away with it. Dont you!

Yes, there may be very isolated circumstances where passengers abuse the special assistance requests but 9/10 of people seeking special assistance need this service for departure, arrival, flight connections.

In this specific Jet2 incident, the boy is 10 years old and he has

The medical condition and it's effects are very obvious at age 10 and particularly if his parents went to the effort of requesting special assistance when booking with Jet2 and their booking confirmation will have been issued including special assistance requests then Jet2 have a contractual duty of care to ensure the passengers requiring special assistance needs are handled accordingly. It is Jet2's responsibility to review the passenger manifest and identify passengers presenting for boarding as requiring special assistance are provided the required assistance at the boarding gate by collaboration with the despatcher and ground handling agents. I do not accept an airline can absolve their duty of care particularly towards vulnerable passengers who have specifically requested special assistance, especially in cases where there is a medical necessity.

If the handling agent are responsible then this shouldn't have been allowed develop had the cabin manager checked to ensure special assistance passengers were on the manifest and taken direct responsibility to ensure the passenger was provided dignity and respect in the provision of services.

End of. Jet2 have questions to answer, as too does the handling partner in their processes and procedures.

FFHKG 5th Aug 2018 09:30

Surely the Cabin Manager was at 37,000ft en route when the passenger was checking in. Just how could it be his responsibility?

paully 5th Aug 2018 12:43


Originally Posted by gojmc (Post 10214259)


menzies don’t handle Easyjet at Liverpool, It’s a dedicated opetation from smart handling (swissport, previously servisair). Omniserve provide PRM assistance and have a really good reputation.


Apologies, typo error, meant Swissport ..still awful

flybar 5th Aug 2018 14:07


Originally Posted by Council Van (Post 10215083)
Does any one bother to read the news article?

Jet 2 were aware of the request from the passnger but had failed to forward that information to the handling agents in Croatia.

They have held their hands up and accepted responsibility, it was an administrative mistake.

But the parents have to go running to the media. Regrettably this is becoming a regular occurrence with the disability sector of the population. 99.9% of the population would have accepted the apology.

Lee J 5th Aug 2018 15:04


Originally Posted by flybar (Post 10215218)
But the parents have to go running to the media. Regrettably this is becoming a regular occurrence with the disability sector of the population. 99.9% of the population would have accepted the apology.

I read the article and wondered... what is it the parents want.

Jet2 clearly made a mistake, admitted it, apologised and offered a generous gift voucher.

Parents highly offended and said its not about money... well what is it about?

They had an apology.

Airbanda 5th Aug 2018 15:21


Originally Posted by flybar (Post 10215218)
But the parents have to go running to the media. Regrettably this is becoming a regular occurrence with the disability sector of the population. 99.9% of the population would have accepted the apology.

What on earth do you mean by the disability sector of the population?

These days with Twitter, everybody having a reasonable quality stills/movie camera on their phone it's pretty easy for the media to pick up stories and the pictures to back them up. Even if the parents did wilfully chase media coverage it's hardly behaviour unique to those with disabilities or their carers. Getting it in the public eye emphasises the message to this airline to up its game and will be a salutatory reminder to the others too.

Did Jet2 'fes up and apologise/compensate before the headlines were hit ?

I'd say the most egregious chasers of media coverage are 'wronged' motorists:

Roofer fined by London council for having a rubbish bag in his van | London - ITV News

As ever the 'wronged' is in his head. He works in a field, roofing, that generates trade waste; he needs a permit.

Curious Pax 5th Aug 2018 17:55


Originally Posted by Lee J (Post 10215257)
I read the article and wondered... what is it the parents want.

Jet2 clearly made a mistake, admitted it, apologised and offered a generous gift voucher.

Parents highly offended and said its not about money... well what is it about?

They had an apology.

Perhaps they want to try an reduce the chances of another family in a similar situation being treated like that. Recall your cynicism when politicians say ‘lessons will be learned ‘. Publicity around events like these increases the chances that they actually will be. Seems reasonable....

Lee J 5th Aug 2018 19:10


Originally Posted by Curious Pax (Post 10215372)


Perhaps they want to try an reduce the chances of another family in a similar situation being treated like that. Recall your cynicism when politicians say ‘lessons will be learned ‘. Publicity around events like these increases the chances that they actually will be. Seems reasonable....

I'm not convinced, unless they weren't paid for their story.

mik3bravo 5th Aug 2018 19:48

Basically, Jet2 need to improve and make sure a repeat occurrence never happens again. That means Jet2 need to improve their processes, procedures and human factors revolving around these sensitive matters or risk being found to potentially have processes and procedures which do not protect against passenger discriminatory behaviours which could potentially invite a legal suit against the airline plus all the negative public relations that will generate. Over to Jet2 to get on top of this matter and sort it out fast. All it takes is a couple of random mystery passengers with special assistance requests to establish if Jet2 have their house in order. I will not be surprised if that type of watchdog random effort is planned now. Time will tell.

Cloud1 5th Aug 2018 20:52


Originally Posted by mik3bravo (Post 10215453)
Basically, Jet2 need to improve and make sure a repeat occurrence never happens again. That means Jet2 need to improve their processes, procedures and human factors revolving around these sensitive matters or risk being found to potentially have processes and procedures which do not protect against passenger discriminatory behaviours which could potentially invite a legal suit against the airline plus all the negative public relations that will generate. Over to Jet2 to get on top of this matter and sort it out fast. All it takes is a couple of random mystery passengers with special assistance requests to establish if Jet2 have their house in order. I will not be surprised if that type of watchdog random effort is planned now. Time will tell.

Hi there, Jet2 carry a very high number of PRMs of varying disabilities so I would suggest this is an isolated event. A review of process may be needed in this individual event but much of this relates to the handling of the situation by the handling agent. Where cultural differences and language barriers can result in miss communication I would say that no offence was intended and further training by the handling agent themselves (which I think is Split Airport actually) would be much more beneficial.

flybar 5th Aug 2018 20:53


Originally Posted by mik3bravo (Post 10215453)
Basically, Jet2 need to improve and make sure a repeat occurrence never happens again. That means Jet2 need to improve their processes, procedures and human factors revolving around these sensitive matters or risk being found to potentially have processes and procedures which do not protect against passenger discriminatory behaviours which could potentially invite a legal suit against the airline plus all the negative public relations that will generate. Over to Jet2 to get on top of this matter and sort it out fast. All it takes is a couple of random mystery passengers with special assistance requests to establish if Jet2 have their house in order. I will not be surprised if that type of watchdog random effort is planned now. Time will tell.

A mistake was made, an apology issued and a discount of £300 offered off the families next booking with Jet2. That should have been the end of the matter.

mik3bravo You clearly have an issue with low cost carriers which may be clouding the issue:-


Originally Posted by mik3bravo
People buy a cheap low cost airline ticket for £19 or something ridiculously cheap and then expect Emirates and Marriot hotel services when it goes wrong.

People need to wake up. You know what you're getting into when you buy a low cost ticket. Personally I would never use any low cost airline unless as last resort. I certainly have never and will never use any of them for holiday travels especially if you are travelling with children, yet there are people out there who do it and know full well the chances they take but are thrilled to book their Sun holiday family flights for as cheap as chips but go nuts when it goes wrong.

mik3bravo 6th Aug 2018 07:15


Originally Posted by flybar (Post 10215498)
A mistake was made, an apology issued and a discount of £300 offered off the families next booking with Jet2. That should have been the end of the matter.

mik3bravo You clearly have an issue with low cost carriers which may be clouding the issue:-

Wrong! I have no issue with LCA at all. You are jumping to conclusions which are your opinion but you are wrong. In this specific scenario a mistake was made, apology issued, token gesture compensation provided so all good. However, lessons learned are needed here and procedural checks examined to ensure Jet2 have the right procedures and checks in place to ensure it doesn't happen again. You seem uber sensitive to any critism. Perhaps play the ball, not the man, eh!

Plane.Silly 6th Aug 2018 09:00

Please, Everyone, can we drop this now.

Jet2 have apologised and offered compensation (money off next booking). Out of all the UK airlines, i would imagine Jet2 would be the best suited to take this on board and learn from it. If this happened on FR/U2 for example, nothing would get done
Simple errors occur every day, and yes it's a shame they've run to the media. If only everyone else kept their problems to themselves as well.

GLAinsider 8th Aug 2018 15:02


Originally Posted by mik3bravo (Post 10213975)
Outrageous behaviour:

http://news.sky.com/story/boy-10-asked-to-prove-disability-for-jet2-flight-11459188

The employees involved should be placed on performance improvement programs and 'managed out' of the company rather sharply.

Disgusting carry on!

A quick phone call from the Croacian handling agent to Leeds would have resolved this within half an hour.
Even if the family hadn't pre-advised of the EMD there is a procedure to accept them "on the day".
Jet2 take all reasonable steps to make sure the people representing them in airports where they do not have their own staff are trained in and follow the Jet2 procedures. If the handling agent did not do so then they must accept the bulk of the blame in this case.
It is perfectly normal practice for airlines to use third party handling and those agents have a responsibility to fully carry out their obligations to their customers i.e. the airlines.

LiamNCL 11th Aug 2018 16:29

Whats the big deal with Jet2's new 738s ? Newcastle one of the bigger bases that just never see them. We had JZHU for about 5 days then its ended up back at LBA. Would of thought they would of been based everywhere by now.

GrahamK 11th Aug 2018 17:21


Originally Posted by LiamNCL (Post 10220915)
Whats the big deal with Jet2's new 738s ? Newcastle one of the bigger bases that just never see them. We had JZHU for about 5 days then its ended up back at LBA. Would of thought they would of been based everywhere by now.

Newcastle one of the smaller bases now

nwoody2001 11th Aug 2018 18:03

Jet2 the future
 
im sure this topic has been done to death but I’m just curious to know if there is any further clarity on where Jet2 goes in the future?!

with the relatively sudden and speedy expansion of bases into both BHX & STN, these new bases (equating to 23 a/c between them in 2019) will have taken a majority of the new 737NG orders resulting in the need for Jet2 to slow down the retirement of their 737-300 units. This also resulted in them leading in a/c including A330’s and A321’s.

As a BHX follower, they have grown massively from 4x a/c in 2017 to 11x a/c in 2019, but in the wake of the loss of MON, there is still tonnes of latent demand available for Jet2 to have a go at if they wanted to ...BCN, NCE, LIS, SXF, BUD to name a few. But with new aircraft orders coming to an end, what next? And when?

i appreciate the rapid growth at their new bases will slow over time, but equally I see them as a shrewd airline keen to seize opportunities. They have been a saviour to BHX! So are we looking at a 737Max order soon?

daz211 11th Aug 2018 18:36

I can see more expansion at STN, especially as people are trying to avoid unreliable Ryanair for holiday destinations, I would say they would have no trouble at all filling another five aircraft at Stansted on a daily basis, just have to find some slots.


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