The wording on a questionnaire for Jet2.com passengers will be changed after travel agent Jill Waite objected to the question: “Is there anything that Jet2 can do in the future to encourage you to book direct?”
The owner of Pole Travel in Failsworth, Manchester, received the questionnaire from CustomerService@jet2email.com on her personal email address.
It featured the Jet2holidays logo alongside the Jet2.com logo and the terms and conditions at the bottom were about booking with Jet2holidays.
Jet2.com sells its flights direct to consumers but Jet2holidays sells its packages via agents as well as direct.
After she flagged the issue, Jet2holidays contacted her to say the wording would be changed.
A Jet2holidays spokesperson said: “We are aware of this email, which was received by an agent who had made a flight-only booking.
“We welcome all feedback from our independent travel agency partners, and we are amending the text after being made aware of it.”
Waite welcomed the response saying that the wording would be changed but added: “The damage has been done.”
She said the questionnaire asked her how she had booked the flight and listed several online travel agencies, such as On The Beach and loveholidays.
She had booked a flight for herself last year, and sometimes books flights for clients using her personal email address if the client does not have their own email – but booked via her own agency rather than any OTA.
Waite said it was “cheeky” that a trade-friendly brand should promote direct bookings.