Finally, we got to the end of this, though the process was far from straightforward and I didn’t appreciate being kicked to the back of the queue every time I got a response – what a terrible way to manage complaints.

Jet2 emziy follows.

Dear Mr Logue


Thanks for your recent email and for taking the time to share your experiences so openly. I’m sorry we couldn’t speak on the phone earlier today.


Your file has now been escalated to me for review in line with our internal complaints process. I want to acknowledge the time and energy you’ve invested in raising these concerns, and I’m sorry for the frustration this has caused you and your family.


I want to reiterate that your concerns about the impact on your family, the emotional toll of the experience, and the importance of dignity and fair treatment for disabled travellers have been fully recognised and shared with our teams for further action.


I appreciate your recognition of the points Kayleigh addressed in her last email, and I understand why the offer of a voucher didn’t feel appropriate given your experience and the loss of confidence you’ve described. I also recognise that your request is not about compensation, but about ensuring dignity and fair treatment for disabled travellers.


While we’re unable to make a direct donation to Euan’s Guide due to our company’s charity commitments, I’m happy to amend the gesture as follows. The £150 voucher will be cancelled, and instead, we will arrange a BACS payment of £200 directly to you, so you may make the donation to Euan’s Guide yourself, should you wish.


To process your payment, you’ll receive a separate email from ‘Jet2 Payments’ within 2 working days, which will contain a link to a secure webform. Please check your Junk or Spam inboxes as well just in case it goes there. Once received, please fill in the form with your Sort Code, Account Number, and Name on the account. You’ll also be asked for a ‘Payment ID’, which is ********. Please note we’ll never request your long card number, expiry date, or CVC number.

Once you’ve submitted your form, your payment will be processed within 7 working days. If there are any issues, we will be in contact with you as soon as possible to discuss further. Please ensure all details provided are correct, as without the specific information, there may be a delay in your payment being processed.

Thank you again for highlighting these important issues. Your feedback has been shared with our relevant teams for further review and training, and I hope this gesture goes some way towards restoring your confidence in our commitment to all our customers.

Thanks for contacting Jet2holidays


Kind regards,
Debra.

And there we go. As mentioned, this was never about money, it was about accountability and obtaining a proper and well considered response.

You’ll see that I got the outcome I insisted upon and didn’t settle for the initial “sorry you feel that way” response, nor the voucher that had no material value to me.

I hope this shows the value of patience and persistence. It’s not on us to accept their outcome but rather to direct them to the outcome we want – even if it takes time.

Could I have asked for more? Definitely, but it was never about that. I just wanted this to be taken seriously and some good to come of this.

I’ve since received the money and donated with gift aid, bringing the total sum to £250.

I’m glad to have made this something intoe positive.

Now I have an ask of you. Visit euansguide.com and add a single disabled access review, it’ll help someone – I promise.

And if the fancy takes you, add a couple more.

Joe.