What follows is the response I received from Jet2, which is frankly nonsense, references the wrong airport and overlooks the humiliation I faced, that my wife and daughter were all but made to escort two other passengers in wheelchairs through an airport, and again suggests that somehow my confusion with their codes that caused the problem.

Anyway, read on to see how they’ve overlooked several points with the expectation that I shut up and accept it.

Fun fact, this response is also two weeks later than it should be, thanks to several holding emails.

For context see part one.

Reply to come shortly.



Hi Joseph, 



Thanks for your email to Jet2holidays and I’m sorry I’ve been unable to speak to you more personally, (no idea why, because you haven’t even tried to call me) but I hope this email finds you well instead. (Spoiler, it hasn’t)



It’s good to read that your initial experience of boarding went smoothly, however it’s disappointing that this didn’t continue, on your arrival at Thessaloniki airport. (Wrong airport).



In the interests of security and efficiency, airports use codes, to ensure that passengers get the assistance they require. I appreciate you may have been unsure of what code to use, (so it’s my fault?) and I apologise if this process wasn’t made clearer to you at the time (I don’t need to know internal processes, I don’t work for Jet2).

Unfortunately, once the code has been entered, it starts a process in accordance, which is difficult to cancel, especially during busy airport times. 



Whilst I understand your frustration here, the staff were following the correct Health and Safety procedures. However, as you mention in your email, as we’re an airline that focuses on delivering good customer service, we would hope that guidance would be offered to passengers, in a compassionate manner. (We would, wouldn’t we?)

I apologise if you didn’t feel as though this was the case and this feedback has certainly been passed on to our ground team, so that extra training can be given, where needed. In addition to this, it’s good to get constructive feedback that can be used for future consideration, when looking at ways to improve the implementation of systems, so thank you for providing this.



I’m pleased that you enjoyed your family holiday, despite this experience, which we thank you for sharing with us. Rest assured, we will continue to monitor things going forwards. 



Thanks again for contacting Jet2holidays and we hope to have the opportunity to welcome you on holiday again soon.

Jet2

And there we go, a lacking response. Let’s see how they reply to my next email…

Joe.