Alison Owen, a widow, has accused Jet2 of causing her distress by assigning her a cramped room, which she referred to as a ‘broom cupboard’, allegedly due to her single status. Upon her arrival at a three-star hotel with her two sons, she was surprised to discover that her room was positioned around a lift shaft.
According to Alison, the room was incredibly small, making it nearly impossible for her to unpack her suitcase, and she could touch both walls from the center of the room with ease. Dissatisfied with the accommodation, she approached reception to request a room change but was reportedly told by a Jet2 staff member that she would need to pay an extra 150 euros to be relocated, leaving her in tears.
In order to move to a more suitable room, Alison’s sons, aged 21 and 23, pooled their resources, with one even using his savings. Feeling deceived by the online description of the room, Alison returned from the vacation feeling depressed and cheated.
Expressing her frustration online, Alison stated, “I am not second class because I’m single.” Jet2 responded by mentioning that their on-site team and the hotel management had attempted to address the issues during her stay and expressed disappointment at her distress, assuring that they were investigating the situation.
Alison, hailing from Colne Bay, North Wales, recounted her initial impression of the room, describing it as claustrophobic and unsuitable for a ten-day stay. Despite the additional cost to switch rooms, she still felt dissatisfied and deceived upon her return.
Alison emphasized that the experience not only affected her but also distressed her sons, who sacrificed financially to improve her accommodation. She felt marginalized for traveling alone and being treated as a ‘second class citizen’ by the hotel.
Jet2’s response to the situation was to express their commitment to providing top-notch travel experiences and their disappointment with Alison’s dissatisfaction. They assured that they were thoroughly investigating her complaint and would address it directly with her post-investigation.