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Member since:19.11.2003
Reviews:50
Members who trust:10
My best friend's mother was spending Christmas and New Year with family in Leeds, and was flying back to her home in Geneva on 5 January on Jet 2. My friend and I thought it would be fun if I surprised her at the airport (I actually got as far as the departure lounge before I leapt out at her!) and flew back to Geneva with her. (She has a bad back and so I could help with luggage etc.)
As those who have read my other reviews will know, I am a frequent flier, but this was my first experience with Jet 2. I doubt it will be my last, despite the problems I will detail later.
First, Leed-Bradford airport is as convenient to my home in the Midlands as Heathrow and Stansted and almost as convenient as Luton. We booked the flights exactly a week in advance and got an incredible deal, £29 each way plus taxes. Booking on their website was easy, and there is a low fare finder if you are flexible on dates.
Check in at Leeds is easy too, at least it is at 5.30 in the morning! They have one queue for all flights, but there are lots of agents. One nice feature is that seats are assigned at check in. The
very helpful agent even reserved the seat next to me for my friend and didn't let on when she checked in. She also turned a blind eye to a slightly overweight suitcase since I had no hand luggage.
Leeds is a small convenient airport, and it's only a few steps from check in to security and through to the gates.
Boarding was on time, although the plane was at a remote stand, and it was about 100 metres walk. However both the front and rear doors were used and we actually departed (and arrived) early.
The seats were acceptable for the length of flight, grey leather and enough legroom for me at 5'11''. One odd feature was the tray table. I am not fat, but when I lowered it it pressed against me - not very comfortable. There was the usual range of food and drink for sale at standard low-cost airline prices, as well as duty-free. The announcements for these were only made once - there was none of the "badgering" that has been reported on this and other airlines.
I was flying back from Geneva on 8 January during the severe winds. It also happened to be one of the busiest Saturdays for flights from Geneva to the UK, with families returning from ski breaks.
I arrived at the airport and checked in as normal. There was no indication from the handling agents, Jet Aviation, that there were any problems. It was only when I went airside that I found there was a delay, and also that the morning flight (LS286), had not yet departed. This was about 2pm. There was no indication on the main board of an estimated departure time for either flight. It just said "ask agent". When I asked a Jet Aviation representative, I was told there would be an announcement at 14.50, the departure time for the afternoon flight (LS288) I was on.
As I have access to the Jet Aviation lounge at GVA, I went in. The information on the screen there was slightly better, with EDTs displayed (the same time for both flights). Eventually, 286 was confirmed as departing at 18.30, with still no information on 288.
I decided to see about changing flights. I went to the Jet Aviation desk airside, and was told that there were seats available, and that it would cost £100 to change. I went back landside to see about changing. No announcements were made by Jet Aviation, but there were two families of four and two other single people at the desk enquiring about changes. At this point, we had no idea whether 288 would depart at all, and I appreciate that it was impossible to give any information until the outbound flight to Geneva was actually in the air.
In the event we were charged £50 to change. I checked in again and was assured that my suitcase would be transferred. This was about 17.00 for an 18.30 estimated departure.
As it happens, there were about 40 seats free on 286. (I know because I was at the front and heard a flight attendant give the count to his colleague.) I feel that more effort could have been made by Jet Aviation to transfer as many people as possible onto the earlier flight.
The staff on the flight was brilliant. I had a lovely conversation with the lead FA. The Captain was absolutely fantastic. He greeted passengers and was there again at disembarkation. He gave plenty of reassuring information, especially as the descent and landing, which he performed brilliantly, was quite rough in the still-high winds.
On arrival, I discovered that, alone amongst those who had transferred, my bag had not arrived. I filled in the missing bag form and went landside. There I discovered that 288 was due in at 21.15 (it was by now 19.45). I went to the Jet2 desk and spoke to a very friendly agent. She was extremely helpful, despite having had a hectic day (and staying on late to be there for the delayed flights). I asked if it would be possible to just wait for my bag, as it was only an hour and a half (and the alternative was to wait for a delivery two days later). She took care of informing the Servisair personnel airside, and my bag was duly delivered after 288 arrived.
I have written to Jet 2 to ask for a refund of the £50 I paid to transfer, because having to wait for my bag rather defeated the purpose of taking the earlier flight. I have yet to hear back other than an acknowledgment, and will update this opinion when I do. But I also think (and this is down to Jet Aviation more than Jet 2) that more effort could have been made to transfer people onto the earlier flight, and also to waive the charges. I mentioned to the FA that I guess Jet Aviation didn't want a rush on their desk for limited seats, hence no announcements that there was availabilty. "But that's their JOB!" he said.
But certainly others (especially Ryanair) could learn a lot about customer service in adverse circumstances (and in normal ones) from Jet 2. The attitude of every Jet 2 employee I encountered that day is what made the difference
* UPDATE *
I have received an e-mail from the Jet 2 customer service team. This is an extract.
"We were concerned to learn of the lack of communication you experienced during this delay... Please be assured that our Ground Services Manager, is taking up the points you raise with our appointed Ground Handling Company at Geneva Airport to avoid similar situations in the future.
We are today refunding the change fee charged to your payment card and we are sorry that free of charge changes were not possible on our booking system on the day you made the change."
Needless to say, I am extremely satisfied.
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Brilliant review! Great to hear your personal experiences and great to see extract of e-mail from Jet2! stevNI
tekin21 28.01.2005 12:58
Great review. glad to hear you god a satisfactory result. Jane
LUNAH_C 26.01.2005 20:25
Glad you got your refund. BTW, just a point... As someone who has never flown I was unsure of the meaning of a few words and abbreviations you used. But guess that's what happens when you read something you know nothing about!
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Advantages: Cheap flights! Isn't that why we fly with them after all? Disadvantages: All the extra charges, however even after paying for hold luggage it's still cheap.
GemmaC25 27.06.2009 ·
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Ciao members have rated this review on average: very helpful
Review of Jet2
Advantages: No-one else offers this sort of service from Leeds Bradford, impressive punctuality, cheap fares, new Manchester routes... Disadvantages: Sometimes not so cheap.
tomhughes 12.07.2004 (30.09.2004)
·
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Ciao members have rated this review on average: very helpful
Review of Jet2
Advantages: Mega easy flight finder, local northern airports, smaller, more personal service Disadvantages: extra if booked by phone, lost in France!Channel express
coyotelily 08.05.2005 (08.05.2005)
·
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Ciao members have rated this review on average: helpful
Review of Jet2
Advantages: Cheap flights! Isn't that why we fly with them after all? Disadvantages: All the extra charges, however even after paying for hold luggage it's still cheap.
GemmaC25 27.06.2009 ·
Read review
Ciao members have rated this review on average: very helpful
Review of Jet2
Advantages: Can get you anywhere in the world, train station attached Disadvantages: Long queues, rude staff causing delays, long wait for bags, not much shopping
Jan 13th, 2005
(Jan 24th, 2005)
exceptional by (4%):
very helpful by (93%):
helpful by (4%):
