The number of gastric illness claims to Jet2holidays has dropped 84% this year, thanks to its efforts to stamp out fraudulent behaviour.
The operator’s CEO Steve Heapy told delegates as its fourth annual VIP agents’ conference to Turkey this week: “We have won a major battle, but the war isn’t won yet. We are still fighting for the industry.”
Heapy explained how claims mounting to hundreds of thousands of pounds were being made against Jet2Holidays which it knew were unfounded.
“We started a campaign, we got everybody involved including Abta and Travel Weekly, we reported the claims, we got the claims companies shut down, and we have had people prosecuted with various sentences ranging from significant fines to suspended civil sentences,” he said.
He said the operator liaised with British consulates and the police overseas, hired private detectives in resort “which wasn’t cheap” and engaged forensic lawyers.
“It was a massive undertaking but we had a big result,” he said.
Heapy revealed that since seeing the tough stance and action Jet2holidays had taken, many former customers had since withdrawn claims they had submitted, saying “Sorry for submitting that claim, saying I was so ill, I was on my deathbed. I was mistaken.”
Heapy continued: “Did we just say, ok, thank you and nevermind? No! We reported them to the police and said these people have attempted to defraud us. And they have been prosecuted too.”
Heapy said the company also kept a record of those people who had travelled with Jet2holidays and then subsequently attempted to claim money off the operator for gastric illness suffered abroad, and blocked them from travelling with them again.
“It’s hard because every booking is important, but we don’t want these kind of people travelling with us on our holidays,” he said.
On the issue of disruptive passengers on Jet2.com flights, Heapy told delegates the company was also trying to get some restrictions imposed on drinking in airports before people fly.
“We’ve already taken action on our flights. We don’t serve alcohol before 8am, and we limit people to three or four drinks. But the real problem is before they board and with Duty Free. People drink in the airport and feel ok, then when they fly, the alcohol is absorbed much quicker into their bloodstream and that’s when the problems occur. We are fighting it.”