Family wins Jet2 fight for payout over flight delay

ABIRMINGHAM family have won their fight for compensation after a four-month battle with Jet2. Adam Lewis, 48, and his family originally had their compensation claim refused after a 16-hour delay to their flight.

They were due to return from a weeklong all-inclusive holiday in Antalya on June 1 but found out on arrival at the Turkish airport that their plane was delayed leaving Birmingham Airport.

Self-employed barber Mr Lewis claimed passengers were told that a ‘shortage of sandwiches’ was causing disruption.

Weeks later, however, the father-of-two was confused to find out that the family’s claim for compensation had been denied, with Jet2 citing ‘extraordinary circumstances’ which the airline said were out of its control.

An email from Jet2 mentioned the war in Ukraine, ground handling delays and airport security queues, but Mr Lewis complained the airline had not divulged the reason their specific flight was delayed.

Jet2 told the Birmingham Post that “a number of third parties were not well resourced” which caused disruption to services including the Lewis’ flight, LS1240.

But after raising a case with the Civil Aviation Authority (CAA), the family has since been told it is, in fact, entitled to a payout.

Mr Lewis said: “I got in touch with the CAA and, unbeknownst to me, they did start a case. They contacted me to say Jet2 had done a review and completely changed their minds. They said we were entitled to compensation.

“My issue was that Jet2 didn’t give us a specific reason for the delay and what these extraordinary circumstances actually were. It’s not about the money, it’s a matter of principle. As passengers I think sometimes you just get treated like a barcode and a lot of people don’t think they can question the decision of a big company like Jet2.”

In an email to the family, the CAA said: “The CAA has previously investigated the disruption of this flight. Following our intervention, Jet2 reassessed the disruption of flight LS1240 on June 1, 2022 and informed us that it is of a type that means compensation is payable. As such, the airline has agreed that passengers with a confirmed reservation for this flight are entitled to compensation.”

A Jet2 spokesman said: “Although we were well prepared for the welcome return of international travel, including the busy summer season, unfortunately a number of third parties were not well resourced. This lack of resource caused widespread disruption and delays at airports, which was completely beyond our control. This disruption affected Mr Lewis’ flight which was unfortunately delayed. We do of course apologise.”

I think sometimes you just get treated like a barcode and a lot of people don’t think they can question the decision of a big company like Jet2.. Adam Lewsi