JET2. Do they care?
 

In August I flew to Rome with JET2. The flight was satisfactory but I felt that it was let down by the service provided by the handling agents at Manchester and Rome.
With almost 40 years experience in working in civil avaiation I felt qualified to make some comment on the situation.
I wrote to them being careful to fulfil all the requirements they deem necessary before they will read and respond to letters. Quess what? After more than a month, nothing. (they do give themselves generous 21 days to respond, according to the website)
The question is obvious.
Do JET2.com care about customer service?

Having flown with them a couple of hundred sectors in the last 2 or 3 years, I can say without a shadow of a doubt they are far superior to some of their low cost competitors in the manner in which they treat their paying customers (touch wood...). One or two of the Menzies agents in AMS can leave a little to be desired (I suspect this is just an occasional grumpy individual, but you come across these in all aspects of life), but overall I find the experience pretty good. The one and only time I've written to them with a complaint (not about their service, but the conduct of another pax), they responded well within the period stated. Maybe your letter is suffering from Snail Mail syndrome?

Always find the cabin and flight crew highly friendly and very service oriented but not in the patronising manner sometimes encountered elsewhere. Pretty good little airline if you ask me :)

I've flown with Jet2 a few times, and find them fine. What exactly were the issues with the handling agents? I personally wouldn't be surprised if they were sometimes a bit grumpy given some of the muppets they have to deal with!

Ancient aircraft, stroppy cabin crew, a ridiculous hand baggage policy and from what I read here, an awful employer!

I'd rather fly Easyjet.

Hey, just a minute! Stroppy Cabin Crew!! I always go out of my way to be kind, courteous and professional towards our passengers! Please don't tarnish us all with the same brush. You will find stroppy cabin crew at all airlines I am afraid and I would not say that Jet2 has a reputation for having stroppy cabin crew.:=

No stroppy cabin crew on Jet2 at all!! As I said, I've flown over 200 sectors with them, and therfore must've encountered a large proportion of the MAN based crews, and probably some LBA crews too and I can tell you that I've never met a single stroppy one in all that time :)

Considering the difficult working environment, Jet2 flight and cabin crews represent the company in the very best light!

Jet2Impress, are you MAN based by any chance?

hi, no, I am LBA based. I have operated flights out of MAN on several occasions though.

Well my experiences with JET2 have been great, and they have certainly gained repeat business from our company because of the way they operate.
Its a shame they havent replied to your letter (who knows they still might), but as someone who has "almost 40 years experience in working in civil avaiation", you will know full well that the handling agent is a sub contractor to the airline, so why didn't you write to the handling agent?

It would be interesting to hear of the issues you had in MAN and ROM, and your expectation of what reply you are expecting from J2.

Cheers

I would say the Baggage policy for jet2 is one of the best out of the majority of airlines at the present time . What is your issue with it Swanwick??

Have flown many times with Jet2 from both Leeds and Manchester, always found them more than satisfactory. The aircraft may be old but in general I have never had any occasion to feel they are shabby and the staff have never been anything but great. I have always taken the view you get what you pay for with most LCC's in Jet2's case I would say you get that little bit extra in particular compared to FR.

I have no real complaint about Jet2 other than they do not seem anxious to deal with correspondence. I thought my post made that clear.
I did make it clear to Jet2 that I was satisfied with my flight but that I felt they were let down by their handling agents. I am expecting no real comment from Jet2 but it would have been nice to receive an acknowledgment.

Retired Redcap
 

If you can, check to make sure your letter did actually arrive, as the one and only time I've complained to them, I recieved a very prompt response...Or alternatively, as on of the previous posters suggested, you could try writing directly to Menzies Aviation for MAN, not sure who they use in Rome...

Jet2 is a budget airline. Of course they don't care, if they did they would have replied.