Jetline Holidays
reviews and complaints

Had booked cruise for Australia, New Zealand and Tasmania for March 1920. On day of supposed departure was waiting at home for taxi to take me to airport when phone rang it was Jetline Cruise to say cruise had been cancelled.. A few minutes later and would have been on way to airport. Ever since have been trying to get a refund of my money, have received e mails saying I will be receiving a part refund of £9,048.00 even this is going to be spread over 3 months, again false promises, no monies received. Was informed there would be a four week delay, but even this has passed.

How is that this company can still be trading, when they have proved themselves 100% unreliable, according to all the information available I am entitled to my money back.

Have Jettline received a refund from the operators of the cruise, and are they holding into my money.

As a pensioner in these difficult times, I need my money.

In April 2021, Jetline advertised the “Italian Trio” package on Travelzoo with booking terms which guarantee change without fees and “travel credit in the full amount paid for the vacation that can be used for any destination or itinerary in the future.”

I paid $2,200 for the “Italian Trio”on April 26, 2021 as a gift for my son and daughter-in-law, with a departure on March 1, 2022. This trip was formally cancelled in February 2022.

After numerous obfuscations, roadblocks and bluster from Jeff, the sales agent, I have requested the following new booking using the travel credit of $2,200 from the previous package: The “Italian Classic Getaway” for September 21 from Houston for my son and daughter-in-law.

According to the Jetline website and two other sales agents I have spoken to, this will cost $1,199 per person or $2,398 for two people. Since I have already paid $2,200, I will pay the package difference of $198.00.

Jeff refuses this request and refuses to honor the booking terms from April 2021. For the new trip, he is demanding an outrageous additional $2,198.

Jetline and their agent Jeff are legally obligated to abide by the booking conditions which were advertised on Travelzoo in April 2021. There are no exceptions to “travel credit in the full amount paid for the vacation that can be used for any destination or itinerary in the future.”

Myself and my partner booked a week away on the 6th July to the new Elissa Lifestyle hotel in Rhodes for a half board, adults only break... heaven. Unfortunately, the holiday was not as advertised.

To try and keep things centred on facts and direct I have below bullet pointed what I would like to raise:

Our Arrival - Upon arrival, and as per the voucher, we were promised a 'welcome drink', 'bottle of water' and 'artisan truffles and melekouni (or similar). We did not receive any of these, even after asking multiple times. In the end we paid for drinks from the bar (which, by the way, are extortionate, more expensive than central London..) Once we had paid and waited over half an hour for our first drink we enquired where we could get food for the evening. We were told we could get a 'cold plate' (this turned out to be half a wrap... hardly 5*) sent to our room. We didn't receive any food until 11:30pm. We did ask, and ask again, and ask again, which was very much the theme of the entire holiday, but unfortunately, nothing happened and all we could do was sit and wait.

Our Room - As per the voucher we booked a 'Superior Deluxe Pool View - Swim Up Pool'. This was not what we were given. We had a standard pool view room. We complained that this was not what we had paid for to which we were met with 'we don't do those rooms'. After a walk around the hotel, it turns out those rooms do exist, they were just full.

The Site - The hotel is very much still a construction site. Most definitely not suitable for guests to be staying in from a health and safety perspective. There was dust absolutely everywhere, including all over our clothes in the bedroom. If we had known that the site was going to still be so heavily under construction, we would not have booked. There was certainly no relaxing around the pool because of all the work noise.

Adults Only - The hotel was advertised as adults only, which is why we booked. The Hotel had many children staying there running in and out of the pools. This was not as advertised and again, we would have not booked should we had known this.

Private Function - On the first night we arrived there was a private function (A Jewish convention I believe). When we arrived, the hotel was like a party hotel with a stage set up around the main pool and loud music keeping up awake until the early hours. We were not made aware of this on arrival.

Room Facilities - We had no coffee or tea in the room on arrival, it took 2 days to get coffee pods (which of course, you have to pay for). Neither TV worked, we informed reception numerous times but this was never fixed and with temperamental Wi-Fi throughout meaning it was difficult for us to communicate with the children back at home. This was upsetting for me having had left them for the first time ever in somebody else's care.

Food - The food at the hotel is sub-average. Not quite the Greek experience we were hoping for. It was cold and almost always totally bland. It is certainly not 5* and meant that although we had paid for half board, we had to leave the hotel most evenings after seeing what was on offer at dinner to eat a nice meal, costing us money in taxis and food.

This is where I would like to point out some of the positives, but really, there was very little. The most disappointing part of this whole experience is that we had 2 choices when booking our yearly holiday, to take the children or not. We chose to go somewhere more expensive than what we would typically spend, an adults only resort and leave the children at home which is something that we haven't ever done before. I massively regret this given the disappointing and frustrating time we had. For the same price we could have gone somewhere wonderful with the children and we chose not to expecting to stay in a beautiful, new, 5* hotel - this is certainly not what we experienced.

You should know that we went whole heartedly expecting there to be 'teething problems' given the hotels infancy. I can confirm that the challenges we had were certainly not teething problems. I am unsure of where the breakdown between Jetline Holidays and the hotel is but it is very clear that its significant and has a real impact on the customers they are sending out to the hotel. It's not only a horrendous experience, it's also very unsafe.

I brought a Woucher trip to Norway, Denmark , and Sweden for a week which was £800 for two people. I then redeemed the wouchers to book the trip on the 30th June with jet line holidays where they explained the details of the trip to me in which I agreed to , so they then put the phone down to book it all up. They then called me back and said they could not now provide the trip but gave no reason for it. They then said they can just offer me denmark on its own, iceland or somewhere like Italy or Spain. I said I just want the trip I brought and nothing else , to which they said they could not give me now . I then asked for my money back and they refused to pay me back only to give me it back in vouchers in which are completely useless, plus I’m upset and so disappointed with the rude unprofessional behaviour of the company .

What can I do with this problem , all I want is my money back because they could not provide the trip that I wanted it’s not too much to ask .

Jetline Vacations is nothing more than an organized crime syndicate with professional scammers. We booked a 2-week vacation to Greece in October 2021 for an October 2022 departure and initially paid $6,400. Immediately after paying the initial sum, Abbie from Jetline Vacations notified us that our flight from JFK would include a 20-hour layover in Munich before arriving into Athens. Prior to finalizing the booking we advised Abbie that we would be traveling with 4 small children - all under the age of 10 - and that extended layovers would not be accepted. Fast forward to June 2022, Abbie provided suggested flights out of Newark (not JFK) that were $200 more per person ($1,600) for direct flights. Our Booking Agreement with JetLine Vacations clearly shows departure times of 10:00AM - 12:00PM (noon) for our intra island flights between Athens to Mykonos, Mykonos to Santorini, Santorini to Crete and Crete to Athens. Some of the "final" flights departed at 6:15AM or at 10:30PM.

JetLine Vacations is refusing to provide a refund even though its TERMS & CONDITIONS Item #7 indicates a full refund will be payable "While we always endeavor to avoid changes and cancellations, we must reserve the right to do so, in which case our liability will be limited to a full refund."

Check all search engines (TrustPilot, Facebook, BBB, Yelp, etc) and you will find a similar pattern of abuse by these crooks.

This is my experience regarding a trip I recently took with Jetline vacations…

My last trip was not so successful with Jetline Vacations. I had booked a trip from the US to Europe that was postponed due to covid. NBD. We rebooked and had 3 nights in Budapest, 3 Nights in Prague, and 3 Nights in Amsterdam for 2 people. A month prior to my trip I began booking my other activities and happened to notice that our hotel accommodation in Prague was closed as posted on its website. I contacted my agent 2 over the phone x2, via email x1, and again via phone the day prior to our departure. They were fully aware I had no accommodation and just simply stated "we have 24/7 services to help you. The day of the trip I called that number while at the airport prior to my departure. The woman stated she would get to work on my issue and not to be concerned. I did not hear from her for 48 hours. She ended up emailing me substitutions and I immediately responded yes to the 1st, 2nd, and 4th options. She kept stating that the hotels were booking full before she could confirm this. (Well DUH. We needed a weekend reservation in Prague last minute for the weekend.) I awoke in Budapest at 5am Friday and checked my email. It was simply her response that she was unable to find my an accommodation and that they would reimburse me 340$ for my stay. COME ON. I jumped on my Priceline app and was able to book the last room at 165$ a night that was significantly cheaper than all other available options (I have the screen shots and submitted them with my receipt). Predictably this company is now refusing to refund me any money so I am out $558.78. I should have done more research on this company as now I am finding out that there are endless complaints online about this company with holding refunds and poor service.

I can provide all booking details and email communications upon request.

We booked a cruise for next year only to find out through trying to get on the Cruise website to book information in it had been cancelled. We was not notified through Jetline only when I rang them.

Since then we have been fighting to get our refund back, we have written many Emails, phone calls even to the stage of Contacting CAB.

had an email of Paul Merchant stating our refund will be paid back 20th June.

Surprisingly it is not so, I have emailed him back no reply? have tried many calls left messages for him to get back to us, NO REPLY?

You can not ring him they stop you at the services by saying "they will get him to contact us" it does not happen.

Now this as gone on for some time and it as stopped us booking another holiday as we do not have funds to play with.

We was in the process of booking one 20th June as we was told our monies would be back in our account then, but we had to cancel.

They should not get you in state of such stress and no matter what the customers say "I'm sorry" or "I understand".. NO they do not...

I will never book through this company again and I just want to warn people if your trip gets cancelled this is the stress they put you through! Not Happy.

We booked our trip with Jetlines in 2019 but had to put it off and rebook because of covid. We took our trip on April 5th, 2022, and returned on April 15th, 2022.

I first want to say we met 3 other couples at our first hotel and all of them had horror stories about booking with Jetliners.

This is our experience. Our trip was advertised as a trip to Ischia and Sorento.

We added another two nights in Sorrento and an excursion to Pompei through Jetlines,

In December they called my sister-in-law who booked the trip and told her my flight had changed from a 3-hour layover in Paris to a 1-hour layover in Paris. She said this does not give her much time and they did not say much. When we first booked our trip in 2019 we received our itinerary immediately. We rebooked in the fall of 2021 and we received our flight information, but not the itinerary. We called several times for the itinerary and were told we will get it 10 days before we leave. I called several times and asked for the new flight information and I was told I would get the new information within 24 hours, this never happened. I never did receive this. I did have my booking number with Delta so I looked it up and after doing some research I found most people thought you needed at least 90 minutes to change planes in Paris. The airline is showing I can change the flight because there was such a significant change. We are now getting close to our departure date. We called the booking agent and he said we would get it within 10 days. Here we are 8 days out and we still do not have it, we were dealing with a man named Craig who booked this for us. He told us he would reach out to the contacting Company who is Jetliners and we would have it within 24 hours, needless to say, we finally got it 5 days before departure. My flight itinerary is still showing the old flight information. I have a 3-hour layover, I again called several times and they finally sent the new flight information. I called and told them I did not think I would have enough time to make my connecting flight in Paris. They said they would contact their supplier and get back to me, but I could call the airlines. I called the airlines and after 45 minutes on the phone where they found me a different flight itinerary and went to change it, but came back on the phone and said sorry this was not booked by you so the supplier has to call it and change it, of course, it is now Saturday and we leave in 4 days and they cannot have anyone help me until Monday. I called back on Monday and they told me, sorry, but they had called my sister-in-law back in December and if she did not like it she should have said something then. After talking to my sister in law they did not offer or tell her there was an option to change it and did not ask her if it was ok.

We looked through the itinerary and noticed that the pickup time at the airport to get to the Ferry was 3 hours before my sister-in-law was to land in Naples. After many phone calls the day we left we received the information we needed to be picked up at the airport.

We got to Ischia and the hotel was nice and everything seemed to be ok at this time, we were supposed to get a tour of the Island by boat and another excursion was to be offered to Capri. our itinerary showed the boat excursion to be on Friday and then we received an updated itinerary in which the boat ride was to be moved to Saturday, so we rearranged some plans showed up in the lobby where we were met with the lady who said the boat ride was changed from a boat to a bus did they not tell us this, not they did not. there were not any other excursions offered. We spent our 3 nights in Ischia and are to be transferred to Sorrento. We take the Ferry back to Naples and two other couples are traveling with us who booked the same trip. When getting in the van we ask about the hotel in Sorrento and we are told we and one other couple are going to a hotel in Castellammare Di Stabia which is 18km from Sorrento, a 35-minute train ride. we pull into a large parking lot that has two large hotels which have been abandoned, broken windows and garbage lying around. We continue on for another while through this parking lot and arrive at the Hotel Eutopia Stabia.

I am in shock at this point. Where is this hotel? We have booked all our excursions in Sorrento. We got to the hotel and the hotel was not bad. It is clean and nice but in the middle of nowhere. It is Sunday and the hotel tells us they have a shuttle, but it costs to go anywhere 10 Euro per person to get to the closest restaurant which just happens to be owned by them. It costs 150 Euro to get to the train station. We walk to the restaurant which is about a 35-minute walk and get back to the hotel where we find two large buses that have dropped off loads of high school students who are loudly banging on doors running the halls. We call down at 10 pm and ask if they can stop the noise. They said they would talk to the teachers, but nothing changes until midnight when the kids go to bed. we find out there will be kids there all week. We call Jetliners and ask them if they can change us to a hotel in Sorrento as promised. we look at all our documentation from jetliners and in very fine print, we see where it says Sorento or surrounding area, but we also have a voucher from them with the added two days to Sorrento which says two days in Sorrento (no small print). We ask if we can be changed to Sorento for the two days as our voucher says, They tell my sister in law sorry, but they use two hotels one is the one we are staying at and the other is where the other couple which was with us, but that too is not in Sorrento, but 8 KM from Sorrento. They tell her that she can put in a complaint once she gets back to the states. I call and get someone else who tells me the same thing and says they have upgraded to Sorrento and will get back to me, I still have not heard back from him. We had our excursion to Pompei which we went on which was lovely and got back to the hotel and decided to find our own hotel in Sorrento. We found a hotel in Sorrento for 74 Euro a night a block from the train station in Sorrento. We tell our hotel we are leaving and will come back on Thursday because this is where we are to be picked up for our transfer back to Naples airport. I ask them how much it would cost us for them to take us the 18 KM to Sorrento and they said 90 Euro, so we take the train for 2 Euro, 5 minutes after we leave we received an email from Jetliners telling us we have left our hotel so they will not do anything for us and they have no obligation to us at this point.

We take the 35-minute train ride to Sorrento and arrive at our hotel Nice which is lovely right in the heart of Sorento. The Contracting company who has been doing our transfers and took us on our excursion to Pompei said they would come back to the original hotel and take us to the airport as the original plan was to be. We texted the company asking about the walking tour which came with our trip, but never heard back. We had a wonderful time in Sorrento but do not know if we will go back to the hotel if we will be picked up for our transfer to the airport. we reach out several times and find out the day before we leave they will pick us up at the original hotel. We took a cooking class in Sorrento and the cooking instructor asked us about our experience so far. We told her about our experience and she was mortified and told us that the City where our hotel was Castellammare Di Stabia is a very dangerous place to be and is not safe.

Now I am even more upset knowing that Jetliners put us in an unsafe place to stay. I took the time to write all this to explain why it is not a good idea to book with Jetliners.

Easy jet has cancelled the flight this is a pa kage holiday and jetline has refused complete and full refund.

We have contacted them to request a refund d and the phone was hu g up

Booked package holiday through this company & have been informed by airline that flight cancelled.

They tell me I must contact airline for refund but will not refund me for hotel & transfers.

We booked a trip for three people for a seven-day trip to Paris and London for September 2021. After we paid the $3950.00 for the trip, they told us the airline cancelled our flight due to covid-19, but that we shouldn't worried because, even though they don't refund the money, we had until December 31, 2021, to book another trip to be taken during 2022.

When I called in the beginning of December to book our new trip, the wanted $3,000.00 more, arguing that the airplane fare had increased.

After I told them that they were delusional if they thought I was going to pay a total of $7,000.00 for that trip, they started emailing me "offers". They went from asking an additional amount of $3,000.00, to $2000.00, then $1,850.00, $1,000.00. I said no.

Their "final offer" paying an additional $550.00 (which would've been $4,450.00 total) included only six nights, not seven as we had paid for, and no visit to London. The hotel they were giving us was in a bad neighborhood of Paris, and it looks more like a hostel than a hotel.

I checked online and the airline tickets were $570.00 per person. The hotel is advertised online for $70.00 a night. Total cost $2,130.00. I had already paid $3,950.00, and they wanted me to pay $550.00 more!

I didn't pay and they said I lost my money for not booking the new trip.

By now, of course, my credit card company cannot reverse the charges because it has been too long. This agency should not be allowed to do business in the USA.

I went on wowcher to buy a holiday in error I had 9 holidays in my basket without knowing I paid for them all. I rang ur offices straight away and they said redeem the one u want and we will refund the rest which I did now wowcher r saying I redeemed all holidays now i'm over 3 thousand pound down the man I spoke to was saun ive been trying to ring everyone to help me get a refund my name is lyndsey ford email [protected]@gmail.com the ref number [protected] u can tell they were brought in error as the date r the same please help regards l ford

Hello,
We purchased a package trip to Greece from Jetline Holidays in August 2020 for travel April 2021. We were forced to cancel the trip due to COVID-19. The company has yet to issue our voucher for rebooking. I'm not even asking for a refund. We just want to use the money we've spent with them toward another trip. Each time I call they tell me that they are waiting on the Airline to refund them so they can't process the voucher. They assure me the voucher is coming, to keep waiting. I've now waited SO long that my credit card company cannot dispute the charge. (Probably the desired outcome for Jetline!) Unfortunately, they now have $3743.30 of my money and I have no trip, no refund, and no voucher. At this point, I would like a refund, but would settle for a voucher. This feels like a big scam.

Booked the Amazing Tri City vacation through Jetliner. Paid 5400 US. As date approached CDC issued a Level 4 High - DO NOT TRAVEL to Prague and Budapest.

We asked for a refund or a reschedule. Provided future dates the following year. Received no response fro 3 days. When reply came agent said they can't book more than 11 months in the future. Sounded fine with us until we began to get tickets and itinerary for the current trip.

Our trip was not rescheduled and today our seats are empty. No refund nor future trip.

Be careful dealing with this company and buy trip insurance!

On 28th November 2020, I used a Wowcher voucher to book a holiday to Lake Garda with 'Bargain Late Holidays'. I should be on that holiday now.

That day, I was told "Your holiday invoice and other related vouchers will be sent to you within 72 hours". I did not receive these items, nor the Terms & Conditions, until 8th September 2021, after chasing them. Also this month, an extra £178 was claimed - that was the first I'd heard about it. I then discovered that the easyJet outward flight had been cancelled, with no other flights on that day - the travel agent had NOT advised me. Instead of paying the extra amount demanded, I asked to cancel the holiday - I did NOT want to change the date. I was told that a refund was not an option.

I also discovered (from the company's website) that "Bargain Late Holidays is a trading name of Jetline Travel Limited" whereas the Terms & Conditions of my booking state: "The following Booking Conditions form the basis of your Contract with Jetline Cruise". Doesn't that mean that the contract is unenforceable?

The absolute worst travel planning experience ever! I travel frequently and saw a deal on Travelzoo Weekly which I use often (will be complaining about Jetline to them also).
Here are my complaints:
1. Initial communication seemed helpful in determining best place to travel (Porto vs. Barcelona) but The rep's focus was my deposit.
2. Was called multiple times by multiple reps following up on my interest because I did not secure with deposit (seemed harassing)
3. When I finalized my decision they wanted to change the dates and travel arrangements, etc ...my dates were not flexible but they kept trying to convince me to change to make the planning easier for them.
4. I finalized my decision and paid the deposit to the Jetline Vacations rep that answered my call (thinking they were a cohesive team)
4. Received several calls from multiple reps asking name of rep I booked (I believe this was for commission purposes) again this was very harassing
5. Further reviewed hotel accomodations and had been book at a business hotel. Requested a hotel change (had to do my own research because they had no suggestions/input etc ..all they knew was $$$.
6. Reps wanted me to pay the balance then request a hotel change paying another/separate balance (me=make hotel change readjust balance due then pay one final balance) NOPE! They issued separate invoices (this appeared to be about who get commission; not the customer experience.)
6. I learned when checking into Barcelona Hotel that they booked an extra day without consideration to the time zone differences (this was already fully paid by me)
7. Final deposit due date was ignored (after being told I would receive a call of confirmation). Unorganized internal communication.
8. Barcelona joined the category 4 USA travel advisory before my departure. Tried to redirect travel plans to Italy due to Covid restrictions...that was a complete diaster and the additional cost was double even though I did the research and it was over priced by Jetline!

My overall review:
1. Customer experience is not important.
2. Internal communication is not cohesive and information is not shared.
3. The reps are in competition to book your travel not paying attention to your great travel experience!

I will NEVER use their services again! They use 3rd party companies which makes it impossible to be flexible in your travel planning. Best to go directly to airline and hotels for a better experience and a more personalized communication when planning and looking for flexibility with consideration to CDC and WHO constant changes.

We had to cancel due to covid last year. WE rebooked for labor day in 2021. American Airlines has cancelled flights and now we cannot get to Barbados. Per contract we are due refund. Jetline is refusing to communicate appropriately and refund our money. This company is horrible and I will never deal with them again! Worst customer service and are not standing by their contract. FURIOUS. I have filed disputes with my credit card company to get refund.

Using my Visa card I paid $2798 to Jetline Holiday on November 8, 2019 for a May 2020 Italy trip. The trip was canceled due to COVID-19 pandemic. I had email conversations with someone from customer service in Jetline Holiday several times from May to July 2020. I was informed in July 31 2020 that they were waiting for the response from suppliers about our flights. They would let me know once they got the response.
After 10 months without hearing from the company I sent an inquiry email to the same person on May 6, 2021. I also wrote an email on the company website on May 11, 2021. The same person from customer service responded my email. He wrote on May18 "Your booking is subject to charge-back so we have emailed the accounts team to confirm the status of charge-back. Once we have response from them, we will be able to assist you further on this". Several days later I got another email from him. He wrote " I have been informed by accounts team that you should have already received the amount of $2, 798.00 from your bank against your charge-back. We do not have any due amount in your old booking." I told him I didn't receive the refund and asked when they refunded my money. I was informed they refunded my money to my credit card on August 5, 2020. I checked my credit card statement from August 2020. There was no refund money from Jetline Holiday. I also called my credit card company. I was told they didn't receive the refund from Jetline Holiday!

They are abusive and they are liars. I, along with, all the other complainants have been scammed — I spent $2,000.00 for a trip — covid happened, and now they are not holding up to their word of refunding my money. They won't even offer me a voucher because they have offered a voucher to so many other customers but now the word is out that the vouchers are a scam too. So they have thousands of dollars of mine and keep telling the same lie that they will call back, and they don't. I have been calling and emailing for months and Benjamin keeps on telling me the same lie ("someone will call you back because I don't have authority to refund money"). He even went as far as to say that some employees have covid and that is why they are not responding and to give them more time. Lies lies lies — Carmelita Campbell [protected]

Hustlers! Reminiscent of snake-oil salesmen!
My opinion in a nutshell: unscrupulous scammers! We paid for a trip to italy in 2020 because benjamin, the rep for jetline holidays, promised that if 'covid should prevent us from taking the trip, that jetline would immediately refund our money.' we've had 6 conversations in 2021 with benjamin, including tonight's call and pages of documentation. For the first 5 calls, he led us along, asking that we 'give it a couple more weeks and see if the travel restrictions to italy would lift.' it's globally known that americans may not travel to italy due to covid and yet benjamin offered us a few hundred bucks back as a refund — as if he or jetline has a say in this matter — as if we are negotiating the refund of our own money for what jetline can not deliver! (*benjamin said that all calls are recorded, so every syllable of his smooth-talking snake-oil salesman spiel was indeed recorded. Bravo! We'll be retrieving those conversations and I will publicly post them as well.) my husband has contacted our credit card company and is on the phone now with our attorney; and my next contact, in a minute, will be to the news stations, to travel zoo (where this shady company finds its unsuspecting victims), and then to steven roberts, managing director for this wannabe company. Run, don't walk from this pathetic excuse for a travel company. I have a feeling that they're on the way out and unable to repay the money to travelers whose plans were canceled by the pandemic — and (based on the countless similar reviews i've just seen) that jetline thinks they can take everyone's funds with them. If anyone wants to be connected to our attorney who will be handling this matter, please reach out. I'm sure his firm will be pleased to right the wrongs of this deceitful company. (*don't forget to add to your damages all the countless hours you've spent on this matter, with jetline, with your banks, with the credit card companies, with travel zoo, and with your attorneys; and make sure you recover attorneys fees spent, of course. Time is money and I plan to recoup every dime and would be pleased to assist others to do the same.) any suggestions on how to deal with the group of thieves would be much appreciated.