Thank you for contacting Jet2.com and Jet2holidays regarding your flight or holiday.
In line with our industry-leading customer service, our teams are continuing to work flat out to help our customers. Although, right now, there are an unprecedented number of customers wanting to speak to us regarding their imminent travel arrangements.
Our award-winning teams are working tirelessly to help. We have responded to the increase in enquiries, bringing more colleagues into our fully staffed, homeworking, customer service department, call centres and social media teams, from different areas of our business. However, even with a significant number of extra colleagues, the unprecedented number of customers contacting us with queries have resulted in our response times being slower than what we and our customers expect. We aim to respond within 21 days but please be assured that if we are outside of this timescale, we will come back to you.
We continue to operate in an unprecedented time for travel and although it is 18 months since the onset of the pandemic, we are still navigating a range of varied and changing travel restrictions from UK and overseas governments. Many of these restrictions come with little or no notice, meaning we are making decisions very quickly and without any warning. When we make these decisions, we always do so with the best interests of our valued customers in mind.
We pride ourselves on delivering the very best customer service, so this is something that we take very seriously.
I wanted to share this update with you, to let you know we are doing everything we can and how committed we are to delivering our usual standard of VIP customer service. I know how hard our teams are working to make sure that this is the case and sincerely thank every single customer for their understanding and patience during this time.
CEO, Jet2.com and Jet2holidays