Jet2 says 'we will do our best' following warning over allocated seating

Jet2 explained its seating procedure to a customer who expressed his frustration at his family not being sat together

Jet2 has issued a warning to UK tourists wanting to sit with their family onboard this summer, after a customer expressed his frustration that seats allocated to his family were not all sat together.

Chris Williams contacted the airline via X (Twitter), asking why the seats he had been given for his family were not all together, particularly as he has young children.

The passenger explained how the seats given to him appeared not to be together, and he had two children, who were only six and nine.

He asked Jet2: "I am flying with you on Sunday. You have not pre allocated seats for my young family.

"We have four seats none together - my children six and nine are sat on different rows and not near their parents. Pls can you help resolve."

In response, the airline said if a customer does not select seats, the company will instead do it for them.

Representative Jay said: "Hi Chris. Please be advised that as you have not selected seats for you and your family our system will select seating for you.

"Please be advised that we will do our best to have you seated next to each other, this may not be possible on every flight."

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Under the reply, the spokesperson added a link to the 'Flying with children and infants,' page and 'Seating your family' section on the Jet2 website, adding: "You always have the option to purchase seating to be seated together. Thanks, Jay."

The 'Seating your family section' explains the system always tries to get families seated together, but "it's possible that there may not be enough seats left for us to seat your family next to each other," and Jet2 will ensure any child under 12 is then sat close to an adult included in the booking.

Jet2's website states: "If you’re travelling with children it’s important that you tell us when making a booking. Simply add the number of children and infants and their ages during the booking process.

"If you haven't yet bought seats for your family the best way to ensure everyone is seated together is to check in as early as possible.

"Check in opens 30 days before departure and we recommend you check in as early and possible and no later than 7 days before your flight.

"Whilst our seating system will always try to seat families together, seats are allocated on a first come first served basis so the earlier you check in the more likely you are to be seated together.

"If you leave it to the last minute it's possible that there may not be enough seats left for us to seat your family next to each other.

"We’ll still make sure each child under 12 is seated close to an adult on your booking.

"However we may only be able to arrange this at the airport or on board, which can cause delays for you and other passengers, and not everyone may be seated together."

Following the first conversation Chris had with Jay, he added it had done "nothing to help," claiming "there is [was] not an option to purchase seating next to my [his] family," adding "he tried, but there was none available," at that time.

In response, the airline asked the passenger to message them privately to look further into the situation.

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The policy on infants is slightly different, and states infants must sit with an adult.

Jet2 adds: "Your infant can sit on your lap for a fee.

"It is recommended that an infant on an adult’s lap be forward-facing or in the cradled position for take-off and landing.

"On all of our aircraft we can allow up to one infant on a lap for each row of three seats. You can also buy a seat for them if you feel they’d be more comfortable. You can’t book these seats online so please contact our Customer Service team.

"Please remember, each adult can travel with a maximum of two infants. If you're travelling with two infants, you'll need to buy an additional seat for at least one of your infants, who'll need to sit in a suitable car seat."