Here we go again.

Finally, I heard back after my reply to Jet2’s woeful responses. Is it better? Yes, but not by much.

For those just joining us, please see parts 1, 2 and 3 detailing Jet2’s refusal to bring me my wheelchair and their terrible, terrible response to my initial complaint.

I’ll be honest here. I’m tired. I don’t have the fight in me at the moment, or the luxury of time. I state this not as an excuse but as a clear message that advocacy is tiring work, sometimes I need to focus my energies elsewhere, and that’s okay.

Below you’ll see the response I received, complete with an offer of compensation and what I prefer they do with this offer.

Their response received on 19/11/25

Hi Joe,

Thanks for contacting Jet2holidays. I’m sorry today wasn’t a convenient time to talk and I’m unable to give you a call next week.

I apologise for the disappointment the initial response from my colleague caused. I don’t believe her intention was to cause further upset but can see from your further email why you remain unhappy.

Having checked the details of your booking, I can see your Airport Assistance was arranged over the phone with our Assisted Travel Team so I apologise you’ve been blamed for incorrect code submission, and I agree with your statements this isn’t something you should or would know.

Whilst I don’t work on the assisted travel team, I’ve tried to further clarify what has happened. The 3 main codes used for wheelchair assistance are WCHR, WCHS and WCHC. I believe when looking at your file the query has come from the S and the C on the latter 2 codes. To offer some transparency the code WCHS is for – Wheelchair assistance required; passenger can walk short distance, but not up or down stairs. The code WCHC – Wheelchair required; passenger cannot walk any distance and will require the aisle chair to board.

When reading your email and when trying to gauge an understanding I believe your needs are best met with code WCHS which you were correctly marked as. I’m sorry you were made to feel this was incorrect. This has no bearing on whether your mobility aid is brought to you upon disembarkation of the aircraft or not.

As I’m sure you’re aware the assistance is provided by an independent company who is employed by Edinburgh Airport themselves. It’s them who make a decision on whether to return mobility aids to the baggage hall or to the aircraft, usually after a discussion with the passenger before disembarkation about their preference. I recognise the upset the ensuing disagreements caused especially after your previous travel experience and then further with being strapped to an aisle chair, especially as you mention you travel with your walking stick to enable you to get from your seat to the ambulift.

I note this was equally upsetting for WIFE and DAUGHTER as they had to assist you and 2 other passengers through the airport due to the apparent lack of assisted travel staff. This isn’t what we expect for our customers at any of our operating airports.

Whilst I’ve not been able to obtain comments from Edinburgh airport about the service provided to you on the day, please be assured we have fed your comments back to them and will monitor the service provided to our customer closely moving forward as we wouldn’t want anyone else to feel this way upon return from a lovely holiday.

I’ve noted your comments regarding what has been said by the Cabin Services Team including the mention of you lying on future bookings. We don’t want anyone to lie about requirements and would never encourage that behaviour. I’ve sent this to our Cabin Services Management Team to review with the crew and provide any further training they feel might be necessary.

In recognition of the upsetting experience on your return journey and also in the first response received from us I’d like to provide you with I’ve a voucher to the value of £150.00 as an apology for the service received. As mentioned above we don’t provide the assisted travel at the airport, but I do recognise the service received at the time from our teams and also upon receipt of your first complaint could’ve been handled much better. The voucher will follow in a separate email. The voucher can be used with any other offers available at the time of booking, including your Rain Cheque Voucher or MyJet2 codes.

Once again, thanks for getting in touch with Jet2holidays.
Kind Regards,
Kayleigh

My response 24/11/25

Hi Kayleigh,

Thank you for your response.

I appreciate your acknowledgement of the previous reply and your understanding as to why I felt it was inappropriate. I am also grateful that you agree that having an understanding of airline codes is not something I should be expected to know in detail before travelling.

Thank you for recognising the impact this situation had on my family. This was a major source of frustration in the earlier response.

I accept that the assistance is separate from Jet2, but it is important to recognise that if the crew had not behaved in the way they did, my wife and daughter would never have been put in the position of escorting other passengers through the airport.

I value your recognition that I was made to use the aisle seat despite the fact that I could have removed myself from the plane and the emotional toll that experience had on me.

The gesture of the voucher, while seemingly kind, feels hollow.

I can only benefit from it if I choose to spend more money with an organisation that has lost my confidence and has done little to regain it. I have been waiting for an appropriate response since August, and whether you have a backlog or not, I reasonably expected that once the first email was addressed, I would receive a timely and considered follow-up. In my experience of complaint handling, the longer a complaint remains unresolved, the more intense and distressing it becomes for the complainant.

To make use of this credit, especially for a family holiday, I would need to spend thousands of pounds. This goodwill credit effectively requires me to spend more money with Jet2 at a time when I do not expect to use your services.

If Jet2 would like to demonstrate that they genuinely care about the experiences of disabled people and their right to travel with the same dignity as non disabled people, I politely ask that you increase the value offered to £200 and donate this sum to the disabled access charity Euan’s Guide.

I have no intention of using the £150 voucher and welcome you to invalidate it.

My complaint has never been about seeking compensation. It has always been about highlighting the way disabled people are treated when staff attitudes and compassion fall short. It is 2025, and travel should not be something we need to fear.

If you make the gesture I have asked for above, I will consider this sufficient evidence of your commitment to your disabled passengers, provided proof is shown, and I will be content, though not wholly satisfied, with the closure of this complaint.

I have wasted energy and several months on this complaint, and let’s be honest, only one of us is getting paid for the time we spend on this dialogue. I would rather not waste any more time, so a quick and brief response would be much appreciated.

Regards
Joe.

Immediately after I sent this, I received an auto-response advising I’d hear back within 28 days. No idea why active complaints are kicked to the back of the queue but we’ll get there. Based on my previous experience, we should hear back by Valentine’s Day..

Let’s see how they respond to my request – guarantee an excuse is coming. Prove me wrong Jet2.