Written on: 06/11/2013
Booked this package for 3 adults one of whom has physical and learning difficulties. He is partially sighted, deaf, mute and has to rely on carers 24/7. There was no sign of a Jet2 Rep when we arrived the airport. We managed our baggage and our adult charge in his wheelchair unassisted. When we finally found someone we were given very basic and hurried directions to the Transfer Buses. In the end it was a local individual who assisted us to get to our bus.When we arrived at the Auramar Hotel we were told that we did not have a booking and the Receptionist on duty got us a temporary room with 2 single beds and a campbed. We reported back to reception in the morning and were treated with contempt as though it was our fault. The Receptionist was very rude and quite uninterested in our predicament. We were moved to another room with 2 single beds and a camped. The following morning we were moved again and managed to get 3 single beds. However, the Receptionist told us that if we were still not happy then that was all we were going to get. Having spoken to other holiday makers by the poolside we found out that 1 lady on her own had a room with 4 beds and a couple had a room with 2 double beds.As an aside this holiday is not suitable for anyone with mobility problems. The access to the beach may be described as only 60+ metres away but it is down a path down a sheer cliff.
Obviously we complained to Jet2 and they have rejected our case on the basis that they provided accommodation within their terms of reference and that our booking agent was advised that this holiday was not suitable for people with mobility problems. On departure Jet2 had to charter a Portugese Flight. The Portugese Flight Attendant insisted tat our disable passenger could not sit by the window as it was contrary to the Airline Policy. A British attendant onboard could not understand that and eventually we were left to do as we wish with our seating arrangements. All in all an expensive holiday providing a very cheap package and absolutely no customer care! Very disappointing!
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