Jet2holidays.com Terms & conditions of booking

1. What particular expressions mean in these conditions:

"We", “us” “our” - Jet2Holidays Limited

“You”, "Your” - 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.)

2. Choosing your holiday

It is extremely important that you choose the holiday that’s right for you. We hope your holiday will live up to your expectations. Whilst our staff are always happy to advice, they are only giving you an opinion. If you are unsure about the suitability of a destination etc., you must seek supplementary information which can be obtained from libraries, tourist offices and other sources such as the internet.

3. How we grade accommodation

All the accommodation featured on our website has been carefully chosen to ensure that you are able to get the very best out of your holiday. Although the local authorities in each country set standards for official star ratings, we know that standards can vary between accommodation of the same official rating in different countries and even in the same country which does not give you a consistent way of comparing accommodation standards. To help you choose your holiday, therefore, we feature our own J ratings to give you a general guide and to help you compare. Our J ratings are based on our knowledge and feedback of the facilities, food and service available at the accommodation, as well as the characteristic differences between accommodation types such as apartments and hotels. J ratings are set using a scale of 2 J through to 5 J and represent a range from basic, good value, no-frills accommodation to above average, more comfortable accommodation with a wide range of facilities. All our accommodation, whatever the rating, is based on a twin or double standard room unless otherwise stated.

4. Information for the single traveller

It is an unfair fact of life that single travellers often have to pay proportionally more than a couple for a room, often up to twice the price each person in a twin room might have to pay. We have negotiated some good deals for single travellers, however, please note that the standard and location of these single rooms is not always as good as that of twin/double rooms, even when you pay the single supplement.

5. Additional persons staying in your twin or double room

As a third or fourth person sharing a room will occupy existing beds or use an extra bed (which may be of camp bed style or a sofa bed) placed in a double/twin room, conditions may be cramped. As a result, you may wish to consider booking additional rooms.

6. What to do if you need access to early check-in or late check-out

Generally, your accommodation will be available from 2pm on the date of arrival, and is to be vacated between 10am and noon on the date of departure, irrespective of your arrival or departure times (unless we have stated otherwise). Should you wish your room to be ready prior to 2pm on your day of arrival or available after 10am on the day of your departure, it may be possible to reserve the room for this purpose at the time of booking. However this will be on a “subject to availability” basis. You could incur additional cost which is normally paid locally. Should we not be able to accommodate your request, you may also check at reception on your arrival or at any time during your stay to see if the specified times can be altered.

7. Booking a room upgrade or taking advantage of a special offer

When the offer of a room upgrade is mentioned, it is usually an upgrade to the next category of room (but not a suite) available within the establishment. We will of course do everything possible to arrange this, but it is not always possible to guarantee the provision of, for example, a double bed. In order to qualify, your stay and/or holiday must be started and completed within the date band specified under the individual offers as stated.

8. Important information about passport, visa and health requirements

8.1 British Citizens will need a full 10 year passport to travel to the destinations we feature and are generally required to have 6 months remaining on it after the scheduled date of return. Some destinations also require visas. We will be happy to advise you at the time of booking. If you or any member of your party is not a British or EU citizen or holds a non British/EU passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel.

8.2 We regret we cannot accept any liability if you or any member of your party are refused entry onto any transport or into any country due to failure on your part to carry correct documentation or your failure to comply with all applicable health requirements.

8.3 If your failure to have any necessary travel or other documents or fulfil health requirements, results in fines, costs, surcharges or other financial penalty being imposed on us, or we incur any expense whatsoever as a result, you will be responsible for reimbursing us accordingly. Remember, passport, visa and health requirements can change and it is your responsibility to ensure you comply with the requirements current at the time of travel.

8.4 You should contact your GP or a specialist vaccination centre for details of the health precautions you should take prior to departure. Requirements may change and you must check the up to date position in good time before departure. Information on health is contained in the Department of Health leaflet T6 (Health Advice for Travellers) available from your local Department of Health office and most Post Offices. For European holidays you should obtain a completed and issued form E111 (details in leaflet T6 referred to above) prior to departure.

8.5 The Foreign & Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information on BBC2 (Ceefax) or on the Internet under the address www.fco.gov.uk www.fco.gov.uk, or phone 0845 850 2829. Know before you go: We are working with the Foreign and Commonwealth Office to do all that we can to help British travellers stay safe overseas. Before you go on holiday, check out the FCO web site at: www.fco.gov.uk/knowbeforeyougo.

9. Special rules/considerations applicable to children

9.1 Discounts are available for children and offers are subject to availability of triple or quad rooms. We would like you to note that, even in the case of infants under the age of 2 years, on the scheduled date of the return flight payment of a fee may be required when they are travelling in economy class. Please ask at the time of booking. There is no entitlement to a separate seat on the aircraft for an infant if the flight is full. International airline regulations allow only one infant per adult.

9.2 Any charge for a baby cot in the room and supplementary board basis are mostly paid by the guest direct to the establishment. Some destinations, owing to their lack of special child or medical facilities, may not be suitable for very young children, but we would be happy to advise which accommodation or resorts we think are suited to your requirements. Should any child qualify for a “Free Child Place” (where applicable) it should be noted that the same are normally required to share the same room as their parents.

10. Advice on service and amenity variations during 'peak' and 'off-peak' seasons

Most of the destinations we feature/advertise are available all year round. Some do have quieter ‘off peak’ periods when you can take advantage of uncrowded beaches and more personal attention from staff. Due to the fall in demand in 'off peak' periods, it may be necessary for establishments, such as restaurants, to scale down their services or the size of some of their facilities, Other recreational facilities such as outdoor pools/watersport activities may also be reduced or even closed. Similarly, during peak periods, establishments often experience full occupancy which may result in a livelier atmosphere and slower service.

11. Advice regarding public holidays

Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Ramadan, which is celebrated in many Muslim countries, may result in a reduction of facilities, entertainment and a restriction on alcohol. Others are somewhat chaotic but great fun to be a part of. We suggest that you take this into consideration when selecting your departure date. We will be happy to advise you at the time of booking, if you ask. Additional information is readily available locally from libraries and tourist offices as well as, of course, the internet.

12. Other guests

Many establishments, especially in cities and major beach resorts, accommodate conventions and conferences. Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. The accommodation we feature is often shared with guests from many other countries with different cultures and customs and we have no control over the acceptance of bookings at the accommodation. We are therefore unable to accept responsibility for any limitation of facilities due to such groups or inconvenience that their activities may cause you.

13. Information regarding your meal plan and special dietary requirements

Meals if included, are based on table d’hote menus, or a buffet system unless specified otherwise. Holidays which include main meals generally commence with dinner on the day of arrival at your accommodation, terminating with breakfast on the day of departure. No refunds on meals “not taken” can be given. For late arrivals (after 10 pm) the hotel may be able to arrange a cold platter or a simple snack.

Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d’hote menu and cannot be guaranteed. We would therefore strongly suggest that anyone with special requirements takes a holiday where no meals (or only breakfast) is included and simply buys the most acceptable dishes from restaurants available locally. In some cases you may find the cost of the meal cheaper however, we regret that it will not be possible to refund the difference. If you have paid a “half board” supplement, it may be possible at some establishments to ask for a credit from the table d’hote dinner to be used against a meal in an a la carte restaurant (within the same accommodation).

Please note, if you book accommodation on an “all-inclusive” basis, accommodation establishments differ in their “all-inclusive” offerings and this will be detailed in the hotel description. Assumptions should not be made that accommodation booked on this basis will include for example “branded” spirits i.e. they may offer local alternatives.

14. Flights - applicability of airline's conditions of carriage

Jet2.com's Conditions of Carriage for Passengers and Baggage 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 Conditions of Carriage, go to www.jet2.com and click 'Terms and Conditions' at the foot of the home page. Those Conditions of Carriage include, but are not limited to, (1) rules and limits on liability for personal injury or death; (2) rules and limits on liability for checked and unchecked baggage and the availability of an excess valuation charge; (3) restrictions on claims (including time limits for filing a claim and bringing an action against the airline; (4) rights of the airline to change terms of the contract of carriage; (5) rules on reconfirmation of reservations, check-in and boarding times, and the right to refuse carriage; (6) limits on liability for delay or failure to perform a service (including schedule changes, substitution of alternate airlines or aircraft, and re-routing.

15. Flights - 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 Warsaw Convention 1929, the Hague Protocol 1955, and the Montreal Convention, as amended from time to time (the "International Conventions for Carriage by Air"). See Jet2.com's Conditions of Carriage specified in clause 14 for more details.

16. Making seating and meal requests

It is not possible to allocate your seats until the time of check-in and, even then, it may not be possible to allocate you seats together with other passengers in your party (you are able to pre-book your seats for a charge). Meal requests are not available for Jet2holidays customers as Jet2.com's services are limited to pay-as-you-go refreshments and sandwiches. Smoking is not permitted on any Jet2.com aircraft.

We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

17. Changes to your flight or change of airline

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.

18. Delays to your flight

We will normally arrange for the following to be provided in the event of a flight being delayed (whenever reasonably practical) for two hours or more where the flight distance of 1,500km or less, for three hours or more where the flight distance is between 1,500-3,500km, and for four hours or more in the case of all other flights: meals and refreshments in a reasonable relation to the waiting time, and hotel accommodation where an overnight stay becomes necessary. Where long flight delays will result in lost holiday time, no refunds are given by accommodation owners for unused accommodation, as rooms are held for delayed arrivals, not re-let.

19. Rules applicable to ground transfers

19.1 Please note, where applicable, transfer vouchers will be issued with your confirmation.

19.2 Private taxi and bus transfers are able to accommodate a suitcase and a piece of hand luggage per person. Any more than this and you will be responsible for any extra charges incurred. Infants and children count as one person as they take up a seat and a belt place. We recommend that parents take their own child safety seats to ensure adequate safety in foreign countries. As with car rental policies it is the parents’ responsibility to fit the car child seat.

20. Information for customers with limited or restricted mobility or special requirements

We are happy to give you advice and to assist you in choosing a holiday that will meet your requirements. However, because of the nature of destinations, many lack even the simplest facilities such as ramps for wheelchairs, lifts etc. Therefore in order to assist, at the time of booking you must provide us with written details regarding your disability and any resultant special requirements. 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. For safety reasons, Jet2.com is obliged to limit the number of passengers with mobility or special assistance need that it can carry on each flight. Therefore, alerting us to your special requirement at the time of booking is essential, or you may find that you will not be permitted to travel on the flight.

21. Recording calls in pursuit of our commitment to service levels

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 on-going training, we may sometimes record and monitor phone calls mainly in the case of telephone bookings.

22. Personal data

You recognise that your personal data (including sensitive personal data) has been provided to us for the purposes of: making a reservation; recording and issuing a ticket/itinerary and confirmation invoice; ancillary documentation associated with your holiday; advising you of changes to your itinerary; responding to your queries or requests; 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; meeting security requirements; prevention and detection of crime; handling customer relations issues; analysis of statistics; assisting us in future transactions with you; systems testing; market analysis; tailoring our marketing to your specific holiday needs; benchmarking and performance measures; IT maintenance or development training; meeting legal obligations to you; 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); making data available to third parties that we deem necessary in the event of an emergency; and 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: our own offices, our principals or agents, our other companies and/or brands, anyone to whom we transfer our rights and duties; third party companies offering related services, governments and government agencies, credit card and other payment card companies, and 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. Completing your booking form and payment for your holiday

When you or your travel agent wish to confirm a holiday booking you must, if requested, sign a booking form and pay the required deposit which will be advised to you at that time. If you book within 10 weeks of departure please note that the full balance is payable at the time of booking. By making a booking you are confirming that you understand and have accepted these terms and conditions of booking which are the basis of the contract between us.

24. Your contract with us

24.1 Your contract is with Jet2holidays Limited We will arrange to provide you with the various services which form part of the holiday you book with us. Once all appropriate payments and, where required, a signed booking form have been received from you, your holiday will (subject to availability) be confirmed by the issue of a confirmation invoice. No contract between us exists before this point. Please check your confirmation invoice carefully as soon as you receive it. Contact your originating booking office immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.

You agree that English law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us. We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless you live in Scotland or Northern Ireland, in which case, proceedings can either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, your contract and any dispute between us will be governed by the law of Scotland or Northern Ireland as applicable.

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 it 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 nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees 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

24.2 Please note, advertised information and prices may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of information and prices when published, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking.

24.3 Any person who acts as the leader of a group (whether or not they travel on the holiday), shall be the ‘lead name’ with all the usual responsibilities associated with that role as set out in our terms and conditions. In addition, the group leader shall be responsible for confirming all travelling customers’ details to either the travel agent or directly to us. They will be responsible for paying all amounts that are payable in respect of the booking as a whole (including any amendment or cancellation charges) and for passing on accurately and in full to all travelling customers any and all information issued by the travel agent or us, including but not limited to passing on copies of any amendment invoices, all confirmation invoices, a copy of our terms and conditions and any other information in respect of the holiday.

25. Our pricing policy

25.1 We reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.

25.2 Flight cost quotations are not guaranteed until the booking has been confirmed and payment has been taken.

25.3 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 in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, 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.

25.4 We will only levy a surcharge in the above cases if the amount of the increase in our costs exceeds 2% of the total cost of your holiday (excluding insurance premiums and any amendment charges), If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges) or, alternatively, to purchase another holiday from us (as referred to under “Rules applicable when we cancel your holiday" in clause 33).

25.5 If a surcharge is payable, there will in addition be an administration fee of £1 per person together with an amount to cover travel agent's commission (if applicable to your booking). Although insurance (where purchased through us) does not form part of your contract with us or of any “package”, we will consider an appropriate refund of any insurance premiums you have paid us if you can show you are unable to use/re-use or transfer your policy in the event of cancellation or purchase of an alternative holiday.

25.6 You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to choose option (b) or (c) as set out under “Rules applicable when we cancel your holiday” in clause 33.3. 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. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later.

25.7 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.

25.8 We promise not to levy a surcharge within 30 days of departure.

26. Supplements applicable to peak season travel

During peak periods such as Christmas and Easter, when demand usually outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services will be provided. The cost of these supplements will be quoted to you at the time of booking.

27. Our liability to you

27.1 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 booking conditions, and subject to the limits placed on our liability pursuant to International Conventions and Regulations (as defined in clause 15 above), 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).

27.2 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: (i) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or (ii) 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 (iii) “circumstances beyond our control” as defined in clause 34 below

27.3 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 resort. In addition, regardless of any wording used by us in any advertising, 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.

27.4 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.

27.5 As set out in these booking 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.

27.6 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 clause 28.7 below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

27.7 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 15 above.

27.8 Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) 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 (2) 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.

27.9 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.

28. Paying for your holiday

28.1 After your booking is accepted and where applicable a deposit received, a balance invoice will be sent to you detailing the total cost due. Full payment is due not less than 10 weeks prior to departure. If you do not make all payments in full and on time, we reserve the right to cancel your booking and cancellation charges will apply. 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.

28.2 All monies paid to an authorised agent for your holiday with us will be held on our behalf until they are paid to us or refunded to you.

28.3 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 payments made by debit card.

29. Making changes to your booking

If you wish to change any part of your holiday arrangements after the confirmation invoice has been issued, we will use reasonable efforts to make that change, however, changes of destination are not allowed . Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge which will be notified to you at that time together with any costs or charges incurred or imposed by any of our suppliers. You should be aware that there may be extra charges applicable dependent on the change you make. Please note, it may not be possible to make changes within 28 days of your scheduled departure date. We will however, use reasonable efforts to accommodate your requested change or addition.

30. Transfer of booking in exceptional circumstances

You are not permitted to change all the names on any booking and at least one of the customers (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.

If you are unable to travel, in certain circumstances which we consider reasonable, and you have given reasonable notice of your intention, we may allow you to transfer your booking to another person, providing he or she satisfies all the conditions applicable to the booked holiday. Where a transfer to a person of your choice can be made, you and the transferee are jointly liable for all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment/administration fee which will be notified to you at the time and must be paid before the transfer can be effected, but will not be less than £ 20 per passenger.

31. Rules and charges applicable when you cancel your holiday

If you decide to cancel your holiday booking , we must be notified of this decision in writing. The cancellation will take effect from the day the written confirmation is received. The following scale of charges will be payable depending on when the notification of cancellation is received. If any person cancels and you cannot fill that person's place, you may have to pay extra for your accommodation. 100% cancellation charges may apply for cancellation of flights.

Number of days / Amount you must pay

More than 56 days / Deposit for all bookings except those to USA where a charge of 50% of holiday cost will be applied

56-29 days / 50% of total holiday cost or deposit if greater

28-22 days / 70% of total holiday cost or deposit if greater

21-8 days / 90% of total holiday cost or deposit if greater

7 days or less / The total cost of your holiday

32. Rules applicable when we cancel your holiday

32.1 We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in any marketing material and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

32.2 Most changes are minor. Occasionally, we have to make a “significant change”. A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a major affect on your holiday. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away or a change of accommodation area for the whole or a major part of the time you are away. Please note, changes relating to, for example, a change of departure or return time or UK or overseas airport) and the consequent effect on your holiday will not generally be treated as “significant changes” in accordance with this clause as your booking with us is made on the basis that you accept our right to make such changes without liability on our part. A change of departure or return time by less than 12 hours will be a minor and not significant change.

32.3 If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-

(a) (for significant changes) accepting the revised arrangements; or

(b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available. Where possible, we will offer you at least one alternative holiday of reasonably equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we offer you, you may choose any of our other then available holidays. You must pay the applicable price of any such holiday. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper

(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us except amendment fees.

32.4 Please note, the above options are not available where any change made is a minor one.

32.5 If we have to make a significant change or cancel, we will (as a minimum where compensation is due), pay you the compensation payments set out in the table below depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or in circumstances where the holiday is cancelled because the minimum number of persons who have booked it is less than the minimum required and you are informed of the cancellation in writing within 56 days prior to the departure date. No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or if the change made is a minor one.

Period before departure a significant change or cancellation is notified to you Compensation per person

More than 56 days nil

56-29 days £10

28-14 days £15

less than 14 days £20

32.6 Very rarely, we may be forced by "circumstances beyond our control" (see next clause in these conditions) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we will endeavour to make alternative arrangements, at no extra cost to you, and where appropriate, we will compensate you for the difference between the services which were to be supplied under the contract and those which were supplied. If it is not possible to make alternative arrangements, we will, where appropriate, provide you with equivalent transport back to your place of departure or other mutually agreed destination and, if appropriate, compensate you.

33. Our liability to you in circumstances beyond our control

Except where otherwise stated, we will not be liable to pay any compensation or to otherwise accept responsibility where the performance or prompt performance of our obligations under our contract is prevented or affected or you otherwise suffer any loss or damage as a result of circumstances which neither we nor our suppliers could foresee or forestall even with all due care. Such circumstances are likely to include technical problems with transport, the substitution of the aircraft type, technical or maintenance problems or unforeseen operational decisions, such as changes of schedule, war or threat of war, civil strife, government action, industrial disputes, closure of airports, natural or industrial disaster, fire, bad weather, actual or threatened terrorist activity, or any failure in our information technology infrastructure (including but not limited to our website) or failure in internet connections.

34. Building and development work

Many accommodation establishments and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building /refurbishment work that may be going on during your stay. General refurbishment at these establishments is necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.

35. Factors which may affect information accuracy

We rigorously check the information we supply to ensure it is correct. However, please bear in mind that accommodation owners, restaurateurs, night club owners etc, may wish to maintain or improve their facilities, or even take a break themselves. Circumstances such as these, or weather conditions, time of year etc. may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.

36. Factors which can affect electricity and water supplies

In many of the less sophisticated destinations we feature the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Establishments do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.

37. Factors which can affect accommodation standards

In many establishments, especially beach resorts ‘insects’ in the rooms (e.g. cockroaches etc) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply as a fact of life in these destinations. Furthermore, views from some accommodation may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.

38. Provision of watersports and other activities at resort

Many establishments offer water sports and other sporting activities, in some cases these may be free of charge. Please note that in the interests of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test or by producing a suitable licence showing competency) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or other guests' safety. You should also ensure that you are adequately insured prior to venturing into such activities. As a responsible tour operator, we do not recommend the use of mopeds/motorcycles.

39. Advice on purchasing holiday insurance

We strongly recommend that you take out fully comprehensive travel insurance which will normally cover you in the event of (a) cancellation against loss of deposit or cancellation fees, (b) flight delay, (c) medical costs in the event of your becoming ill or having an accident whilst on holiday, and (d) for personal injury or loss of or damage to luggage and other property. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. Premiums must be paid as soon as possible as cover will not be effective until they are paid in full.

40. Standards of behaviour expected from our customers

Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any aircraft pilot, accommodation owner/manager, tour leader or any other person in authority, your behaviour is causing or is likely to cause danger or damage to property or is persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen, no refund or compensation will be paid.

41. Booking restrictions for persons under 18

It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case. Under no circumstances can we accept bookings from anyone who is under 16. At our discretion, we may accept a booking from someone who is 16 or 17 and not accompanied by an adult providing we have written confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, full cancellation charges will be payable.

42. What to do in respect of personal items lost on holiday

If you lose any personal items whilst on holiday, please obtain a written report from the local representative (where applicable), or police, to help with any insurance claim on your return.

43. How to complain while still on holiday

43.1 If you have cause for complaint whilst on holiday, you must bring it to the attention of the local representative (if there is one) and the management of the establishment of where you are staying who will do their best to rectify the situation and prevent your holiday being affected. If there is no local representative or if your complaint remains unresolved, you must contact us as soon as possible on the 24hour duty office number given to you at the time at the time of booking. You should note that it is unreasonable to take no action whilst on holiday, but to then write a letter of complaint upon return.

43.2 If you remain dissatisfied, you must contact /write to us or the travel agent who made your booking within 28 days of your return from holiday giving your booking reference and full details of your complaint. If you fail to follow this simple complaints procedure (in resort and on your return home), your right to any compensation you may otherwise have been entitled to may be affected or even lost as a result.

44. 24 hour emergency number

You will be advised of a 24 hour emergency number at the time of booking.

45. Important information concerning financial protection for your holiday

When you buy an ATOL protected air package or flight from Jet2holidays.com 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 www.atol.org.uk

Jet2holidays Ltd is a Company Registered in England under No 4472486. Registered office: Low Fare Finder House, Leeds Bradford International Airport, Yeadon, Leeds LS19 7TU. VAT No: 355567231.

Please direct all correspondence to: The Customer Care Team, Jet2holidays, P O Box 314, Yeadon, Leeds, LS19 9DY.