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Their dream vacation turned into a flightmare.
A UK couple who missed their Jet2 flight to Spain were horrified to discover their all-inclusive vacation package had been canceled — even though they’d rebooked the flight.
“After everything I felt we had gone through, I was just shocked,” Karen Cassidy, 36, who lives in Bexley, Greater London, told Kennedy News of the distressing experience.
She and her husband George Gale reportedly used Jet2holidays.com to book an all-inclusive $1,500 getaway to Malaga — the idyllic Andalusian port city — from Friday to Monday.
The flight was slated for 7:10 a.m. on August 14, but unfortunately the Brits missed it after sleeping through their alarm.
“The baby had kept me up so I don’t think I ended up going to sleep until 2:00am then we were supposed to get up at 4:00am but just slept through our alarms,” the mother of three recalled.
Determined not let the setback torpedo their trip, Cassidy went straight to the internet and booked a flight out the same day at 4 p.m.
Due to an hourlong delay, the pair didn’t arrive at their hotel in Malaga until midnight, whereupon they learned Jet2 had canceled their entire trip several hours before they took off.
“They were like ‘we can’t find your booking,” recalled the “distraught” traveler. “Then they explained ‘actually there is a booking but it’s a past booking.’”
When she called Jet2holidays to plead her case, reps said there was “absolutely nothing they can do” because of their strict “no show” policy.
This news proved devastating to Cassidy, who said she ended up “crying for 20 minutes.” “I was exhausted and just in tears,” said the crestfallen gal.
Since it was so late, the couple didn’t have the luxury, nor the energy, of shopping around, so they just forked over $400 for the night.
When the pair got to their room, they pulled back the curtain to discover their view was of a “fenced wall” — which Cassidy dubbed “icing on the cake.”
They ended up staying at a different hotel the night after, but it also cost them $400. Plus, they had to book a flight home.
“It was not a great time,” lamented Cassidy. “We just felt like a number.”
In light of her trip from hell, the parent is hoping to raise awareness over the policy, which she claimed was “unclear.”
“There was nothing that set off alarm bells in me [in the policy],” she said. “Imagine I was here with my kids and the situation I could have been left in.”
A spokesperson for Jet2holidays addressed the debacle in a statement.
They said that they were “sorry” to hear about the couple’s experience, but insisted that they were transparent about their policy.
“Unfortunately, as the customers did not travel on their booked outbound flight or let us know that they planned to make their own way to Malaga, their remaining holiday arrangements were cancelled in line with the terms and conditions of their booking,” the rep said.
“When they got in touch with us after arriving in resort, our team offered to try to help and support them.”
