[hugo]

on 10th august 2011 I checked into geneva jet2 desk with my allowed (and paid for) hold bag of 22kg as per my boarding card and jet2's contract.
The jet2 check in staff informed me that the 22kg allowance was wrong and that the allowance was 20kg and that I would have to pay an extra 32 euros to be able to load my hold bag, OR I must take 2 kg out of my hold bag (already pre booked and paid for remember).
SINCE i had no intention of paying 32 euros for something already paid for, I was obliged to undo my hold bag, remove 2kg of goods to the value of 40euros and leave it at geneva check in. ( the bag then checked in at just over 19kg!)
I wrote to jet2 requesting re imbursement of my 40 euros on the 28th aug 2011. this letter was then ignored until I wrote again in oct to ask why I had no response and they claimed to have lost my letter, since then i have been in correspondence ( with a delay of 1 month between each of their replies!) and even though they are in breach of contract they refuse to rectify the matter even though they admit the geneva jet2 staff got it wrong because the had not been informed of the correct 22kg allowance by jet2 head office.
My financial loss was entirely due to jet2 incompetence and their failure to honor their contract
I received a letter from them yesterday (23 dec 2011) saying "HARD LUCK" we are not going to re imburse you "and we hope this will not deter you from using jet2.com in the future" Fat chance, it's easy jet for me in the future to geneva

[jimworcs]

If they have admitted their fault in letters to you file a small claims court claim. It is cheap to do so and you can do so online. The link is here....

https://www.moneyclaim.gov.uk/web/mcol/welcome

Jet2 are responsible for your losses, provided you acted reasonably to mitigate them. It will come down to a judgement as to whether you can establish that abondoning your property was a reasonable response to the situation. It's borderline... The property you abandoned was worth more than they were asking you to pay. Had you paid, you would have been entitled to a full refund and everyone would have been made whole. Your decision to abandon the property could be construed as an error of judgement. If you can establish that you didn't have the means to pay at the time, or had another good reason for your actions, you will win. Jet2 breached your contract.

[hugo]

dear moderator, thank you for your comments,
the exact wording of the jet2 letter was
"we are sorry to note the issues you had when checking in you hold baggage at geneva airport.We can confirm that customers are entitled to a 22kg baggage allowance when a hold bag is purchased. we are sorry to note that you were advised by check instaff that your baggage allowance is only 20kg, we have passed your comments onto the station manager and ground services manager to implement further training on order(sic) to avoid future situations"

As to could I have handled it another way, I doubt it, the only things as the cheapest option were 2 bottles of booze, 1 bottle green chatreuse 29 euros and 1 bottle pastis 11 euros, clothes toiletries are really unquantifiable but would have been more expensive than the liquor and of indefineable weight, 2 bottles of booze equals about 2 kg and the could not go as hand luggage because of security

[jimworcs]

If you have a receipt for the booze, I would go to small claims. They were in breach, and an apology and retraining of staff is no remedy. They will almost certainly settle before the hearing. You will get your court costs back in addition. Their failure to perform to the contract caused you actual losses which you are entitled to recover.

[hugo]

dear moderator, again thanks, no reciept, bought with lots of other items in carrefour, so if you think a reciept is the clincher i will probably not bother, a company like this will probably rely on customer inertia.
I shall however have my revenge by exposing the way they treat their customers to as many complaint sites as I can find and since we travel to geneva from lba 2 or 3 times a year my revenge will be served cold as we can now go easy jet AND it's cheaper than jet2, talk about shoot yourself in the foot! but again,thanks for your advice
catherine W