Jet2holidays has urged travel agents not to call its contact centre as routes are pulled from its programme, which is due to relaunch next month.
The operator has written to trade partners to inform them of the ‘revised programme’, adding that “The reduction inevitably brings disappointment to some of our mutual customers as we will no longer be able to offer the holiday they were looking forward to.”
Jet2 said it had begun contacting independent agents with bookings to Portugal, Spain, Italy, Greece and France who have customers affected by the change.
“Whilst we carry out this process, we ask that you do not contact us for further details as this will all be on the email you receive,” an email to trade partners said, adding that online forms should be completed where agents can make call back requests if required.
Agents were told that in a full route cancellation, a full refund will be processed automatically within 14 days with no action required by the agent.
On part route cancellations, where either outbound or inbound flights are no longer offered from agents’ customers’ selected departure airport, a full refund will also be automatically processed.
When flights on customers’ preferred departure dates are no longer available, Jet2holidays said it would offer the “closest possible alternative”, or a full refund – and will call the agent to discuss options.
When cancelled flights have an alternative on the same day, customers will be automatically advised of the alternative and the agent does not need to step in.
In a separate trade email, Jet2holidays said: “We are getting ready to fly, but please don’t call us just yet.”
It added: “Although there will be a reduction in the number of routes and a lower frequency of services, customers and independent travel agents can still enjoy great choices, reaching the best hotspots.”