A heartbroken boy breaks down in tears after being told Jet2 had cut short his Spain holiday .
The Mason family were enjoying sunset on the Spanish island of Menorca when they were told by Jet2 that their two-week holiday was over.
They had only landed four days earlier and when mum and dad Katy and Ben told sons Ollie, 10 and Dylan, 13, the brothers were “devastated”.
Are you a Jet2 customer? Have you been asked to return home early? Email us at [email protected]
The tour operator has cut short customers’ holidays and is evacuating them from Spain after the Foreign Office issued a travel ban.
Speaking from Menorca while they wait to fly home, Ben said: “We were sat in a bar at the end of the island looking at the sunset and we had to turn around to the boys and say ‘it looks as though we’re going to have to go home early – this weekend.’
“The youngest just sat there and cried, the eldest went a bit quiet.
“That was it. We gave up at that point because we were trying to book to book the flights so had to leave to get better phone signal and walked back to the villa.
“Jet2 have ruined our holiday.”
Dad Ben, 38, has decided to share the picture of his son Ollie being told the news because he wants Jet2 to “look at the affect of what they have done”.
The couple from Bedford arrived on the Balearic Island of Menorca on Saturday for a two-week stay in a villa booked separately to their Jet2 flights.
The family were enjoying going to the beach and seeing the sights along with Katy’s dad, Warwick when they got an email out of the blue from Jet2 telling them their flights back to the UK had been cancelled and they would need to rebook different flights home earlier.
The family then had a mad scramble to try and get seats on one of the empty planes Jet2 were flying out to bring home customers like them.
“By the time we logged in we could only get seats on a flight on Saturday,” said Ben.
“All the flights had sold out apart from Saturday.
“We wanted to try and book the furthest date to get more of the holiday.
“At one point Katy had the flights in her basket and it timed out and we went back in and the flights were 200 Euros more.
“As we were doing it the cost of flights were going up. That was appalling. Jet2 should have had a flat rate and got everyone home.
“They should have contacted everyone and told them ‘you do have a seat on a plane back’.
“We were worried about what would happen if we didn’t get flight so we thought it was best to go home.”
Web developer Ben said: “We carried on with the holiday and tried to do as much as we could but it’s difficult.
“Once you know, everyone’s upset. We had to explain to the kids and obviously they were devastated.
“After all of the stuff to get here, right up until the last minute we were checking the news, making sure it was still ok to go and everything was green when we flew. It was supposed to be ok.
“We weren’t unaware of what was going on in the world and what could happen and we knew that when we flew out, but this holiday was booked before any of this started.”
Mum Katy, 41, added: “I think the children are coming to terms with it now and getting used to it.
“They are very disappointed. They’ve loved the pool here at the villa and they wanted to stay.”
Jet have said they will refund flights for customers along with the difference of the new flight.
Ben explained: “You go on holiday to relax but we haven’t. All we’ve done is keep an eye on the news, watching the Jet2 app.
“We’ve not had a single call from Jet2 to confirm we’ve seen their emails.
“Jet2 has been awful and treated us terribly.
“We thought they had a reputation of being very good at customer service but we’ve had no experience of that.”
A Jet2 spokesperson said: “We are sorry to hear about the Mason family’s situation, and we understand that they have booked a return flight with Jet2 after we contacted them with their options.
“We can assure them that any difference in cost between the original and new fares of their return flight will be refunded.
“We were recognised by the Civil Aviation Authority just yesterday as the only UK airline to refund customers promptly on the back of the COVID-19 pandemic, so we can assure the Mason family we will resolve this quickly.
“Nobody wants customers to be on holiday enjoying themselves more than we do.
“It is important to note that we are responding to a very fast-moving situation, with updates coming from the government with little or no notice, and we are having to make complex operational decisions accordingly.”