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There business model doesn't allow them the margin to deal fairly with complaints.

I had an awful experience with Jet2 a number of years ago. Took them to the county court and they instructed DLA and made modest offers to settle. For me the issue was not financial but a matter of principle. They failed to exchange witness statements on receiving mine they settled in full!

No one at Jet2 nor their lawyers stepped back to look rationally at the situation - I feel it was simply a matter of blindly following company policy "we cannot afford to compensate".

This is a good common sense decision but fares will rise!