Jet2 has clarified its online booking rules after a customer encountered difficulties retrieving booking details. The airline explained that booking information is sent via email every time a reservation is made.
Customer Struggles to Access Booking Details
The issue arose when a customer attempted to help their parents retrieve evidence of a booking to appeal an airport parking fine. The customer stated: 'My parents need to provide evidence of a booking to appeal an airport parking fine but it's not showing up in their online account.' Adding the booking details to the appeal claim resulted in a message that 'the booking is already linked.' The customer asked Jet2 if they could be emailed a copy of the booking.
Jet2's Response
Jet2 responded by advising that the booking information should already be available in the parents' email inbox. The airline stated: 'Your parents should have a copy of their booking information in their emails, as this is sent every time a booking is made. Alternatively they can contact our customer services team.'
The company also provided a link to a complaint form on the Jet2 website, which requires the booking reference and other personal details.
Lost Emails and Further Assistance
In reply, the customer explained: 'They can't find the email unfortunately and need to provide this evidence within 14 days but the link provided says 28 days. They've not been able to get help on the phone either.'
Jet2 then recommended calling the customer service team: 'We recommend your parents get in touch directly on 0333 300 0737, and a member of the team may be able to assist further.' However, the customer noted that their parents had been 'on hold for ages.' Jet2 acknowledged the wait times can vary due to call volume and apologised for any inconvenience.
Online Check-In Issue
In a separate online issue, a customer was frustrated to find online check-in closed for a flight scheduled on June 18. Jet2 explained that their online check-in system has a limited capacity: 'Our online check in system only allows so many passengers to check in online, the remaining must do so at the airport free of charge.' The airline encouraged the customer to send a direct message for further assistance.
Guidance on Online Check-In
According to Jet2's website, online check-in is available from 28 days up to six hours before departure. Passengers can check in via the Jet2 app or by logging into their account and selecting 'Manage My Booking.' The booking reference and passport details are required to obtain the boarding pass.
