Please read these terms and conditions carefully. These conditions, along with the other information on our website and in our brochures (depending on how you make your booking) set out the terms and conditions of the contract between you and Jet2holidays Limited. Jet2holidays Limited is a Member of ABTA Y1256. "Jet2holidays.com" is a trading name of Jet2holidays Limited. When we talk about your holiday in these conditions, except where otherwise stated, we mean the accommodation, transport and other holiday services (excluding resort booked excursions) described by us that you book in the UK with us.
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1. YOUR HOLIDAY CONTRACT: When you make a booking, you guarantee that you have the authority to accept and do accept on behalf of all your party the terms of these terms and conditions. A contract will exist as soon as we issue our confirmation invoice to you by email or post. This contract is made on the terms of these terms and conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. You must be 18 or over to make a booking with us. The person who signs the booking form or completes the booking online or by telephone is the “lead name,” but does not necessarily need to travel. He or she must be over 18 years of age and is responsible for payment of the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable. He or she also agrees to provide accurate and full information to the remainder of the travelling party in relation to the booking, including any changes to the booking and confirms that all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions, and all other information on our websites or in our brochure (as applicable).
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2. YOUR FINANCIAL PROTECTION: The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked with us and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number 9618) administered by the Civil Aviation Authority/a bond held by Jet2holidays Limited.
When you buy an ATOL protected air holiday package from us you will receive a Confirmation Invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 9618. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk .
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3. ABTA: We are a Member of ABTA, membership number Y1256. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found on ABTA’s website www.abta.com. The arbitration scheme is arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does the scheme apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by IDRS within 9 months of the date of return from the holiday. Outside this time limit, arbitration under the scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.
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4. YOUR HOLIDAY PRICE:
(a) We reserve the right to alter the prices of any of the holidays shown. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.
(b) When you make your booking you must pay a deposit as advised at the time of booking per person. The balance of the price of your travel arrangements must be paid at least 10 weeks before your departure date. If you make a booking within 10 weeks of your departure date, you must pay the full cost of the holiday at the time of booking. If you have any questions, or anything does not appear to be right, you must contact us or your travel agent, immediately. On the invoice, pay particular attention to the date your final payment is due as we may cancel your holiday if you do not make your final payment on time. If we do this we will keep your deposit. If we extend the period for you to pay the final payment at your request, and you still fail to pay or cancel your booking, the cancellation charges will be increased in accordance with the scale set out in section 6 “If you cancel your booking”. All monies you pay to the travel agent are held by him on our behalf at all times. The price of your holiday was calculated using exchange rates as stated in the Essential Holiday Information on the website.
(c) Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price if transportation costs or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increase or decrease, or our costs increase or decrease as a result of any adverse or favourable changes in the exchange rates which have been used to calculate the cost of your holiday. However there will be no change within 30 days of your departure. We will absorb these costs and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. If you do not tell us that you wish to choose either of these options within this period of time we are entitled to assume that you do not wish to do so and will pay the surcharge. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
(d) Credit card charges may apply to your booking, which you will be advised of during the booking process. Our standard credit card charges will be charged on a PER TRANSACTION BASIS, that is to say that each time you make a payment using a credit card in relation to any part of your holiday booking you will be charged 2.5% of the cost of the transaction for the use of your credit card up to a maximum of £25.00 per individual transaction. There are no card charges applied for any payments made using a debit card.
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5. IF YOU CHANGE YOUR BOOKING: If after our confirmation invoice email has been issued you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible and changes are subject to availability at the time. We do not allow destination changes. You are not permitted to change all the names on any booking and at least one of the passengers (over 18) on the original booking must remain, unless you are prevented from travelling for reasons beyond your control and not simply from a change of mind. Any request for changes to be made must be in writing from the lead name or your travel agent. Where we can make a change, we will charge for any additional services, facilities, or other items changed, at the price which applies on the day the change is made. In addition, we will also apply an amendment fee for each person on the booking and for each item you want to change advised at the time of the change up to a maximum of £160 per booking. Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made. If you have paid supplements for accommodation and the number of people in your accommodation changes, you may have to pay extra and may lose any free or reduced infant and child places or any free group places. Any change to your departure date, airport, transport, accommodation, or length of holiday has to apply to all members of your booking.
You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
Note: Certain travel arrangements (e.g. Jet2plus, in-flight meals, etc.) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
If you are unable to travel in certain circumstances we may allow you to transfer your booking to another person.
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6. IF YOU CANCEL YOUR HOLIDAY: You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the lead name on the booking or your travel agent on your behalf must be received at our offices and the charges shown below apply from the date we receive the notice at our offices or the travel agent activates the cancellation. In order to cover our expected losses from the cancellation of the booking there is a set scale of charges which must be paid by you if you or anyone travelling with you cancels. Please also note the “Exception” described below which may apply in addition to the scale of charges below:
Period before departure within which notice of cancellation is received | % of total booking price |
56 days or more | Loss of deposit |
55-36 days | 50% |
35-22 days | 70% |
21-11 days | 90% |
10 days or less | 100% |
Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown above.
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Please note that the price of your holiday includes the amount (currently £1 per person) which we are required to pay to the Air Travel Trust Fund as part of the ATOL Protection Contribution (“the APC Sum”). In the event that you cancel your holiday, the APC Sum in the holiday cost is not refundable in any circumstances.
If any member of the booking cancels and you cannot fill that person's place, you may have to pay additional supplements for your accommodation. For example, you may have to pay single or under-occupancy supplements. If you do cancel, you must still pay any insurance premiums and amendment charges, which arose before the cancellation and any deposits paid for any pre-booked items or services.
Exception:
Cancellation of certain transport arrangements, typically scheduled airline tickets, can result in up to 100% cancellation charges regardless of the notice period given to us. We reserve the right to pass on these charges which will apply to the transport element of your holiday and the cancellation charges in the scale above will apply to the other elements of your holiday (e.g. accommodation, optional extras). Similarly, name changes and date changes can be treated by such suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If the supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of the transport element of your booking and you must also pay the amendment fee advised. Also note that the transport provider may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. The cost of the new ticket may be greater than the cost of the original ticket.
7. IF WE CHANGE YOUR HOLIDAY: It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most changes are minor.
Minor Changes:
Sometimes facilities described in our brochures/websites will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. If possible, we will tell you about the withdrawal of any significant facility as soon as possible. Outside the peak season it is common for facilities and services to be less widely available, both in your accommodation and holiday resort/destination generally. Beach activities such as water-skiing and windsurfing are normally managed by independent local operators and we have no control over their availability or prices. There may be a charge for some facilities at your accommodation, for example, TVs, safety deposit boxes, sun-loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your resort and accommodation. If we know about significant building work or other noise likely to affect your travel arrangements we aim to tell you before you leave. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date.
In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: Jet2.com Limited. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
No compensation is payable for minor changes to your holiday.
Significant Changes:
If we make a significant change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the significant change arises due to reasons of force majeure, we will pay compensation as detailed below. The amounts in the table are by way of guideline only and may in appropriate circumstances be increased:
Compensation payments relating to a child place for which you have paid a child price are half the amounts shown (up to half the child price paid). There are no compensation payments payable to those travelling on "free child places", infants or other free places.
We will not pay you compensation if we have to cancel or change your travel arrangements because of force majeure.
"Force majeure" means unusual or unforeseeable circumstances beyond our control or an event which we or our suppliers, even with all due care, could not foresee or forestall. These can include, for example, war, riot, industrial dispute, government action, closure of airports, actual or threatened terrorist activity and its consequences, natural or nuclear disaster, fire, bad weather (actual or threatened), change to Foreign Office advice to advise against travel to destination and significant building work ongoing outside of your accommodation (such as resort development) or failure in internet connections.
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8. IF WE CANCEL YOUR HOLIDAY: We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of customers required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 2 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us; if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay you compensation as set out below.
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9. COMPENSATION
Period of notice we give you or your travel agent before departure | Compensation for each full fare paying passenger |
More than 56 days | £0 |
55-29 days | £10 |
28-15 days | £20 |
14-8 days | £30 |
7 days or less | £40 |
Compensation payments relating to a child place for which you have paid a child price are half the amounts shown (up to half the child price paid). There are no compensation payments payable to those travelling on 'free child places', or other free places.
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10. CHANGES MADE AFTER YOU DEPART: If, after your departure, a significant part of your pre-booked holiday arrangements cannot be provided, you will be offered a suitable alternative if possible. If appropriate, we will also pay you compensation in accordance with the table under clause 9 above, unless the reason for the change is due to force majeure. If it is not possible to offer you a suitable alternative or, for good reasons, you do not accept the alternative arrangements, you will have the right to cancel your booking. In this event, you will have the right to be returned by the same means of transport to your original departure point at no extra cost provided that transport is available. This does not impose an obligation on us to make specific transport arrangements for you if none are available.
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11. IF YOU HAVE A COMPLAINT: If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our resort representative (if there is one) immediately who will endeavour to put things right. If there is no resort representative or if your complaint remains unresolved you must contact us as soon as possible on our 24 hour emergency contact number shown on your confirmation invoice. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to either:
(a) our Customer Care Team at P.O. Box 314, Leeds LS19 9DY; or
(b) your travel agent giving your booking reference and all other relevant information.
Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. If you require special assistance that prevents you from writing to us then, where possible, we will accept details of your complaint over the telephone. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative (if applicable) without delay and complete a report form (if there is one) whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under your contract with us. Any such rights will be reduced or extinguished if, had you followed the above procedures during your holiday, you or we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered. It is difficult and sometimes impossible to properly investigate a complaint if we are not told about it reasonably quickly once the holiday is over.
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12. OUR LIABILITY TO YOU: We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these terms and conditions and subject to the limits placed on our liability pursuant to International Conventions for Carriage (as defined in clause 17 below) and any other relevant international conventions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note that in every case it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will be responsible for what our employees, agents and suppliers do or do not do, but only if they were acting at the relevant time within the course of their employment (for employees) or carrying out work we had instructed them to do (for agents and suppliers).
We will not be responsible for any injury, illness, death, loss (including but not limited to, loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
(a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or
(b) the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; or
(c) force majeure as defined in clause 7 above.
Please note, we cannot accept responsibility for any services which do not form part of your contract, including but not limited to, any additional services or facilities which your hotel or any other supplier agrees to provide for you where such services or facilities were not advertised by us and we have not agreed to arrange them. Similarly, we cannot accept responsibility for any excursion you purchase in a resort. In addition, regardless of any wording used by us in any advertising, on any website or in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or extra liability to you.
The promises we make to you about the services we have agreed to provide or arrange as part of our contract and the laws and regulations of the country in which your claim or complaint occurred will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.
As set out in these terms and conditions we limit the maximum amount we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money) otherwise than during your carriage by air, the maximum amount we will have to pay you is £50 per person affected, as you are assumed to have taken out adequate and appropriate travel insurance.
If we are found liable to you on any basis, the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under this clause 12. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
Where any claim or part of a claim (including those involving death or personal injury and loss of or damage to property) concerns, or is based on carriage by air (including the process of embarking or disembarking the aircraft concerned), the maximum amount of compensation we will have to pay you will be subject to the limitations of the International Conventions for Carriage by Air (specified in clause 20 below). Our liability will also be limited in accordance with and/or in an identical manner to the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into your contract.
Please note we cannot accept any liability for any damage, loss, expense or other sum(s) of any description:
(a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
(b) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any losses or expenses which relate to any business.
In the case of all claims, you must provide us and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
You can ask for copies of the transport companies' contractual terms, or the international conventions, from our offices at Jet2holidays Customer Care Team, P.O. Box 314, Leeds LS19 9DY. Under EU law (EC Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these terms and conditions. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount.
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13. YOUR RESPONSIBILITY: We want all our customers to have an enjoyable holiday. But you must remember that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, believe:
(a) your actions could upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or damage property; or
(b) you are unfit to travel,
we may end your holiday and terminate your contract. You and your travelling party will be prevented from using your booked accommodation, transport, and any other travel arrangements forming part of your booking and we will not be liable for any refund, compensation or any other costs you have to pay. Alternatively at our discretion, you may be permitted to continue with your holiday but may have additional terms of carriage imposed upon you.
In addition to the above and the effect your actions may have on others, you must particularly also bear in mind that you are responsible for your safety, and that you are responsible for the condition of the property you occupy.
We are not responsible for any accidents which occur in or around swimming pools due to your inappropriate, or irresponsible behaviour, or for any accidents which occur anywhere on properties because of glass, china or the like which you have broken and/or have left in a way in which injury can result.
We appreciate that you may well drink alcohol as part of your enjoyment. You must, however, do so responsibly and we will have no liability to you for any injury, loss or damage you suffer as a result of your judgment being impaired wholly or partly by alcohol.
We will hold you and the members of your travelling party jointly and individually liable for any damage to the accommodation, furniture, apparatus or other materials located within the accommodation, together with any legal costs we incur in pursuing a claim.
It is your duty to report any breakages, defects or damage to an appropriate person immediately.
If your behaviour or the behaviour of any members of your travelling party causes any transport aircraft to be diverted we and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion. We cannot accept liability for the behaviour of others in your accommodation or flight, or for any facilities/services withdrawn as a result of their action.
You must take out adequate travel insurance suitable for your needs before you travel. We cannot be responsible for any costs you incur as a result of you failing to do so. For your own peace of mind, the insurance should cover you if you have to cancel your arrangements, or for any emergencies that arise while you are away. We recommend the insurance we offer as it provides cover which meets most people's needs. Please check your policy when you receive as it is your responsibility to ensure the insurance cover you buy is suitable and adequate for your particular needs and take it with you on holiday.
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14. PROMPT ASSISTANCE IN RESORT: If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
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15. PASSPORT, VISA AND IMMIGRATION REQUIREMENTS AND FOREIGN OFFICE ADVICE: Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, immigration requirements or you fail to comply with all applicable health requirements. There may be specific passport and/or visa requirements for the destination to which you are travelling. It is vital, that you check whether any such requirements affect you and/or your party, with either your travel agent or the relevant embassy, well in advance of booking. Health facilities, hygiene & disease risks vary worldwide. You should take health advice about your specific needs as early as possible. Sources of information include the following websites: www.fco.gov.uk; www.hpa.org.uk & www.nathnac.org.uk, your GP or a specialist clinic. Whilst many Western European & North American destinations currently have no compulsory inoculation requirements, advice about destinations can change. Customers travelling to worldwide destinations are recommended to seek advice from the sources mentioned above. The Foreign and Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information by calling 0845 850 2829 or visit the FCO website: www.fco.gov.uk/. If we or your carrier are fined as a result of you holding incorrect documents, you will have to pay us the full amount.
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16. EXCURSIONS: Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. Excursions include, but are not restricted to, any sightseeing trips, gigs, events or other tours attended in resort for which additional payment is required. All excursions are supplied by third party suppliers and are subject to their own terms and conditions but these do not form part of your holiday and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992. We do not have any responsibility or liability whatsoever for anything which may go wrong on a resort booked excursion. We, our servants, employees or agents are acting, depending upon the actual resort booked excursion, either as agents for the relevant resort booked excursion supplier or as agent for you. In any event the contract for any resort booked excursion is between you and the resort booked excursion provider. It is your responsibility to note carefully any conditions of contract contained in any excursion, literature, ticket or receipt you are given. For these excursions you may be subject to the laws of the country in which you take your excursion and may be required to bring any disputes or claims before the courts of that country also.
17. SPECIAL REQUIREMENTS: The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not always equipped to cater for the needs of many disabled holidaymakers. Furthermore, the natural terrain and the layout of some resorts can sometimes make life difficult for wheelchair users. It is therefore important, if you have any disability, that the appropriate enquiries are made about the suitability of particular accommodation, resorts, transport and services and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Where applicable, an appropriate medical form will be sent to you for this purpose and once returned will be passed onto your airline and/or accommodation supplier and/or ground transfer service provider.
We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you. For customers who require support or advice prior to booking, please contact us on 0800 408 5597 or amendingmybooking@jet2holidays.com.
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18. FLIGHTS: Jet2.com's Terms and Conditions of Carriage will apply to you in respect of your flights and, as a result, form part of your contract with us. We may use other airlines from time to time and in each case their own conditions of carriage will apply to you in respect of your flights.
To see Jet2.com's Terms and Conditions, go to www.jet2.com and click “Terms and Conditions” at the foot of the home page.
Those Terms and Conditions include, but are not limited to:
(a) rules and limits on liability for personal injury or death;
(b) rules and limits on liability for checked and unchecked baggage and the availability of an excess valuation charge;
(c) restrictions on claims (including time limits for filing a claim and bringing an action against the airline;
(d) rights of the airline to change terms of the contract of carriage;
(e) rules on reconfirmation of reservations, check-in and boarding times, and the right to refuse carriage; and
(f) limits on liability for delay or failure to perform a service (including schedule changes, substitution of alternate airlines or aircraft, and re-routing.)
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19. FLIGHTS AND LIMITATION OF LIABILITY: When you travel by air your journey will be subject to EC Regulation 2027/97 (as amended) on Air Carrier Liability in the event of accidents as well as certain international conventions such as, but not limited to, the Montreal Convention 1999, as amended from time to time (the "International Conventions for Carriage by Air"). See Jet2.com's Terms and Conditions specified in clause 12 above for more details.
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20. FLIGHT/AIRLINE CHANGES: For operational reasons, Jet2.com may occasionally be obliged to change the type or model of aircraft it operates for a particular flight without advance warning. Additionally, the airline may be required to temporarily supplement its fleet with aircraft operated for its benefit by another airline. This may be necessary for operational, safety or security reasons or because of unusual or unforeseen circumstances beyond its control. Flight timings and days of operation are subject to change and we will advise you of any significant change as soon as possible via email (or post if you do not have an email address). Please check any flight time change notifications carefully if/when received.
21. CALL RECORDING: We pride ourselves on the quality and friendly professionalism of our staff. In our search to continually try and improve our level of service, prevent and detect fraud and for ongoing training, we may sometimes record and monitor phone calls mainly in the case of telephone bookings.
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22. PERSONAL DATA: You recognise that your personal data (including sensitive personal data) has been provided to us for the purposes of:
(a) making a reservation;
(b) recording and issuing a ticket/itinerary and confirmation invoice;
(c) ancillary documentation associated with your holiday;
(d) advising you of changes to your itinerary;
(e) responding to your queries or requests;
(f) issuing receipts; providing you with your holiday; providing you with ancillary services related to your holiday, administration of accounting, billing and auditing procedures and other administrative purposes;
(g) meeting security requirements; prevention and detection of crime;
(h) handling customer relations issues;
(i) analysis of statistics;
(j) assisting us in future transactions with you; systems testing;
(k) market analysis; tailoring our marketing to your specific holiday needs;
(l) benchmarking and performance measures;
(m) IT maintenance or development training;
(n) meeting legal obligations to you;
(o) making data available to government agencies in connection with your holiday (for example, security, customs or immigration where we are required by applicable law to do so);
(p) making data available to third parties that we deem necessary in the event of an emergency; and
(q) other purposes associated with or incidental to your holiday.
For all these purposes, you authorise us to retain and use such data and to transmit to and/or to share it with:
(a) our own offices;
(b) our principals or agents;
(c) our other companies and/or brands;
(d) anyone to whom we transfer our rights and duties;
(e) third party companies offering related services;
(f) governments and government agencies;
(g) credit card and other payment card companies; and
(h) airlines or providers of such related services, or other third parties that we deem necessary.
We may also retain your personal data for direct marketing, but we will obtain your authority to do this first.
Sensitive personal data, for example data relating to your health or disabilities, religion, criminal record or otherwise may be processed by us. You recognise that, by providing us with sensitive personal data you give your explicit consent for us to process it and disclose it to third parties for the above purposes. We undertake to collect, process, store, save and transfer your data in compliance with relevant data protection legislation in force from time to time. In processing your data we may transfer it to countries which may not afford the same level of protection.
We may require the name and contact details of a third party whom we may contact in an emergency. It is your responsibility to ensure that the third party consents to the disclosure of the information provided for that purpose. If you would like to know what personal data we are holding about you and/or correct the personal data that we hold about you, please contact our local office.
23. INFANTS: Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.
24. DEFINITIONS:
"We", "us", "our" means Jet2holidays Limited;
"You", "your" means you for yourself and on behalf of each and every member of your booked party (including anyone who is added or substituted at a later date).