Alison Owen, a 57-year-old widow, has accused Jet2 of causing her distress during her vacation by assigning her a cramped room in a three-star hotel, which she described as being like a ‘broom cupboard.’ Upon arrival with her two sons, she was dismayed to discover that her room was situated around a lift shaft.
Alison expressed that the room was incredibly small, making it difficult for her to even open her suitcase and that she could touch both walls while standing in the middle of the room. Despite her complaints at the reception and requests to change rooms, she claimed to have been left in tears when a Jet2 staff member informed her that she would need to pay an extra 150 euros to relocate.
In order to move to a more suitable room, her sons pooled their resources, with one even tapping into his savings. Feeling deceived by the online description, Alison returned from the holiday feeling upset and cheated.
Describing her initial reaction upon entering the room, Alison stated that it felt claustrophobic and unsuitable for a ten-day stay. She believed the room was more suitable as a linen cupboard rather than as a bedroom.
Jet2 responded by stating that their in-resort team and the hotelier had endeavored to address the concerns raised during the vacation. However, upon learning of Alison’s distress, they expressed disappointment and launched an investigation into the matter.
Alison, residing in Colne Bay, North Wales, emphasized feeling like a ‘second class citizen’ due to being a single traveler. She criticized the room’s size and the overall experience, despite the holiday costing £690 per passenger.
Despite the holiday’s lower cost, Alison expected better standards and felt misled by Jet2’s representation. Social media reactions to the photos of the room varied, with some appalled by its size and others suggesting the room was acceptable given the price.
Jet2 assured that they were investigating Alison’s complaint thoroughly and would respond directly to her once the investigation was completed.