UK budget airline Jet2 is allegedly telling passengers denied boarding to claim accommodation and rebooking costs through travel insurance rather than honoring their legal obligations under EU Regulation 261/2004.
One experienced traveler is questioning whether this is a systematic cost-cutting tactic designed to exploit passenger ignorance of their rights.
Denied Boarding, Then Denied Rights
Flying back from Geneva to the UK, the passenger tried to check in only to receive "a bit of paper saying we had been denied boarding as there wasn't room on the plane."
The paper included a link to a "relatively complex Jet2 doc explaining 261/2004" - the EU regulation that guarantees passenger rights in cases of denied boarding, cancellations, and significant delays.
With no Jet2 staff in the terminal to assist, the passenger called the UK helpline. What followed was revealing.
The 1-Hour Runaround
"Even after a 1hr+ phone conversation they refused to acknowledge any obligations to accommodate and reroute under the directive," the passenger wrote on r/travel.
When directly asked about their obligations under EU 261/2004, "they just ignored it."
Instead, Jet2 explicitly instructed the passenger to: book their own accommodation, book their own flights home, and claim costs through travel insurance.
The passenger - who has two master's degrees and recent experience negotiating contracts - recognized this as potentially illegal.
What EU 261/2004 Actually Requires
Under EU Regulation 261/2004, airlines MUST provide when passengers are denied boarding:
Immediate care: - Meals and refreshments - Hotel accommodation if overnight stay is necessary - Transport between airport and accommodation - Two phone calls/emails
