According to the Mirror, a low-cost UK airline, Jet2 has refused to refund money to a grieving family after the young mother, who had been saving towards the trip died suddenly at the age of 38. Sharlene had been saving to take her only son Tyler on a dream summer holiday in Greece for his 16th birthday. But instead of celebrating what would have been a joyous occasion, Sharlene’s family have been left fighting the airline over £800.
Jet2’s website promotes itself as an award-winning, customer service focused airline where passengers can expect a stress-free experience. This is far from the experience Sharlene’s devastated family have had.
Instead of providing the grieving family with a full refund of £800, the airline has told the family they must appoint an executor and go through the legal process of seeking a refund. This process, said to cost at least £500 is completely unnecessary according to the family’s solicitor.
According to comments on Tripadvisor, this is not the first time Jet2 has refused to give refunds. In April 2016 a Tripadvisor review called out Jet2 stating, “Very disappointed w/ Jet2 Airlines – would not refund our cancelled trip due to family death. Only company which refused to refund”.
Jet2 has also been named in an investigation by Which? In the United Kingdom. Which? is a not for profit, independent ‘watchdog’ that aims to protect consumers. Its investigation found major European airlines, including Jet2 were refusing to provide refunds in breach of legal obligations. Although the breaches uncovered by Which? were pandemic related, it raises questions over the ethics of the airline.