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We know how important your holiday is to you. That’s why we’ve rounded up the most frequently asked questions, so you can get the all the answers you need to know.
Please note: All Manchester flights will depart from Terminal 1, from Check-in hall B, EXCEPT starting 11 April 2018, flights to Lanzarote, Malaga, Majorca and Tenerife will now depart from Terminal 2. Click here for more information
Which terminal at Manchester Airport will my flight depart from? Which hall do I use to check in?
Why has the price of my holiday gone down since I booked?
I travel soon and I have not received my travel documents.
Why is it asking me for a reference beginning with the number 2 when I try to log on to Manage My Booking?
How will I receive my vouchers?
How will I receive my vouchers if I do not have a printer?
Do I have to check in online?
How do I check in?
Can I check in online if I am travelling with an infant?
Why can’t I check in online?
Do I need to provide Advanced Passenger Information (API) before I fly?
I have checked in online but can’t print my boarding cards?
Dangerous goods & prohibited items in baggage
Which terminal at Manchester Airport will my flight depart from? Which hall do I use to check in?
Can I get a mobile boarding pass?
Can I download boarding passes to my mobile?
Does my mobile boarding pass replace a printed boarding pass?
Will mobile boarding passes work with my smartphone?
Can I use Mobile Boarding Passes in the Jet2.com or Jet2holidays app?
Can I use mobile boarding passes on Apple Watch?
How many boarding passes can I save to one smartphone?
What happens if I lose my phone or my battery dies?
What happens if there is a change to my booking?
Can I print out my mobile boarding pass?
Do all airports, flights and routes accept mobile boarding passes?
Do I need to let Jet2holidays know if I am taking Golf Clubs?
If I need to carry extra baggage due to my medical condition are you able to increase my personal baggage allowance?
If I need to take a bike, scuba diving equipment or other sporting equipment, do I need to advise Jet2holidays?
Can I book mobility assistance online?
What happens if I wish to cancel my holiday?
Can I make changes to my holiday once I have made a booking and what are the charges?
Do I need to call you to make amendments to my booking?
If a member of my party cannot travel, what are my options?
Can I change my seats once I have booked and paid for them?
Can I make requests?
We are always committed to offering our customers our best possible price therefore the cost of our holidays may go up or down. Whilst we always recommend booking early to secure the availability of your chosen holiday along with the price you are happy with, once your booking is confirmed the price is fixed. Therefore if the cost goes down you would not be entitled to a refund of the difference.
If you have not received your travel documents and you travel within 4 weeks, please check your e-mail inbox and also your ‘junk’ mail. If you cannot locate these documents, log in to our Manage My Booking facility on the Jet2holidays website and click the ‘My Holiday Documents’ tab and follow the instructions. If you still do not receive your travel documents, please call our Pre-Travel Services team on 0333 300 0737.
If you are trying to log on to the Manage My Booking section of Jet2.com, the website will not recognise your Jet2holidays reference. As flight only references start with a number 2 it will ask you for their reference.
You cannot log onto the Jet2.com website if you have a package holiday. You can log on to the Manage My Booking section of the Jet2holidays website using your reference number, lead passenger name and date of departure.
All travel vouchers will be sent to you via e-mail 4 weeks before departure, unless you have selected to receive them through the post.
If you do not have a printer you may wish to select delivery by post but this does incur a small administration fee. If you would rather avoid an administration fee you may wish to print your vouchers at a local library or a relative’s house.
With our package holidays you can check in online 28 days before departure or check in at the airport 2 hours before your scheduled departure. There will be no extra charge for either of these options.
To check in for your flights, you will need to access our ‘Manage My Booking’ facility and click the ‘Check-In Online’ tab and follow the instructions. If check-in is not open, there will be a notice explaining when check-in will be available. This is normally 30 days before departure. If you do not have access to a printer or simply wish to check in at the airport, you may do so at no additional cost.
Yes. If you are travelling with an infant then your party will have the option to complete online check-in.
If you have added any additional sporting equipment such as golf clubs or ski equipment, you will be required to check in at the airport with these items.
Also, if you have added wheelchair assistance to your booking you will need to check in at the airport so that you can confirm your assistance with the staff at the check-in desks. Some airports do not support online check-in which may be the reason why it will allow you to check in for your flight one way but not on your return. These airports are Antalya, Bodrum, Dalaman and New York.
With a Jet2holidays package holiday we do not require any passport information prior to your departure. We will collect this information upon check in at the airport or if you choose to check in online.
For New York bookings we will ask for all customers’ dates of birth at the time of booking.
Don’t worry – if you don’t have a printer you can choose the Mobile Boarding Pass option when you have checked in online. It’s really easy to send a mobile boarding pass to your smartphone.
If you’d prefer to print your boarding pass but experience problems, then please contact our Pre-Travel Services team on 0333 300 0737 to discuss the issue, however before you call please ensure you have tried the following things;
Ensure you have Adobe Reader installed on your computer
Attempted to print the tickets on another PC where possible
Checked your web browser to ensure pop-up blockers are turned off
Under European Regulations you are not permitted to carry the following items through security or on board an aircraft:
Guns, firearms and other devices that discharge projectiles – devices capable, or appearing capable, of being used to cause serious injury by discharging a projectile, including:
Jet2.com does not carry firearms or sporting weapons on board any flights.
Stunning devices – devices designed specifically to stun or immobilise, including:
Objects with a sharp point or sharp edge – objects with a sharp point or sharp edge capable of being used to cause serious injury, including:
Workmen’s tools – tools capable of being used either to cause serious injury or to threaten the safety of aircraft, including:
Blunt instruments – objects capable of being used to cause serious injury when used to hit, including:
Explosives and incendiary substances and devices – explosives and incendiary substances and devices capable, or appearing capable, of being used to cause serious injury or to pose a threat to the safety of aircraft, including:
In addition, for security reasons you are prohibited from carrying the following articles in your hold baggage:
Explosives and incendiary substances and devices – explosives and incendiary substances and devices capable of being used to cause serious injury or to pose a threat to the safety of aircraft, including:
To see the items you are not allowed to carry on board an aircraft, please read the cabin baggage and hold baggage lists of prohibited articles.
Yes. Mobile boarding passes are now available when you check-in via Manage My Booking (accessed on our desktop or tablet site) for the majority of our destinations.
There are some airports that don’t accept mobile boarding passes at the moment. If you are travelling to one of these destinations, please check in at the airport:
New York (EWR)
Yes. Simply choose online check-in when you book. Log in to Manage My Booking (on desktop or tablet) and check in online, then select ‘Get mobile boarding pass’. From here, you can either get a mobile-friendly PDF boarding pass sent to your smartphone or save it to Apple Wallet on your iPhone. No need to print - just show the pass on your screen when you get to the airport.
Yes, you don't need both. If you’ve downloaded the mobile-friendly PDF boarding pass or have saved it to Apple Wallet, we’ll treat this exactly the same as a paper boarding pass. We’ll scan it directly from your smartphone at the bag drop desk, security, and boarding gates. You’ll also need to show it when you board the aircraft.
Our mobile boarding passes are compatible with the majority of smartphones. There are two ways to display boarding passes on your mobile:
For any smartphone - you can download the mobile-friendly PDF on smartphones including iPhone, Android and Windows Phone (please note that network charges may apply when downloading the PDF over a mobile connection. Please check with your network provider). For iPhone - you can add your boarding card to Apple Wallet (iOS9) or Passbook (iOS6+).
Not just yet but this great feature is coming soon to the app too. For the time being, mobile boarding passes are available to all customers who check in online through the desktop/tablet website.
No, not at the moment. Getting your wrist under some airport scanners is not always practical. For now, we’d rather you enjoy passing through the airport quicker by using our mobile boarding passes that are easy to scan on your smartphone.
To make things simpler, you can save boarding passes for up to 8 passengers to the same smartphone. If you are in a larger group you can still use mobile boarding passes but you’ll need to send them to different phones or print them out if you prefer. When using multiple boarding passes per device, please ensure your group stays together at the bag drop, security, gate and when boarding the aircraft.
Don’t worry, similarly to if you lost a printed boarding pass, you can go to the check-in desk at the airport for a replacement boarding card.
You’ll need to delete your old boarding pass from your smartphone and then check in again to download your new mobile boarding pass.
No, please don't print out your mobile pass. We can only accept your mobile boarding pass if you display it on your smartphone. If you want to print a boarding pass, please use the print-friendly PDF when you check in online.
Mobile boarding passes are now available for the majority of our destinations. There are just a few airports that require you to check in at the airport and receive a printed boarding card at the airport. These airports are: Antalya (AYT), Bodrum (BJV), Dalaman (DLM) and New York (EWR).
Yes. Jet2holidays need to make our local agent in resort aware that you are carrying golf clubs, especially if you are using one of our transfers. If you are carrying golf clubs please be aware there may be a charge applicable to carry them on the transfer or on occasion you may need to change to a private transfer at an extra cost, which is in addition to the extra charge to carry the golf clubs on the flight.
Please contact Pre Travel Services for assistance.
We will carry up to two pieces of mobility equipment which are essential for your journey, without charge. In addition, we will consider all requests to carry medical equipment without charge on a case by case basis, taking into account your individual needs. Carriage of any non-essential mobility or medical equipment, in excess of the standard baggage allowance, will be subject to the standard excess baggage rate per kilo. Carriage of all mobility and medical equipment will be subject to available space on the aircraft. If space is not available, the equipment will be sent on the next available Jet2.com flight. Carriage of all mobility and medical equipment will be subject to the provisions for checked and unchecked baggage set out in the Montreal Convention 1999. Please ensure you have appropriate insurance in place to cover you for any eventuality.
Yes. Jet2holidays need to make our local agent in resort aware that you will be carrying such sporting equipment to ensure the transfer providers can accommodate it. In the event of carrying such sporting equipment please be aware there may be a charge applicable to carry them on the transfer or on occasion you may need to change to a private transfer at an extra cost, which is in addition to the extra charge to carry such sporting equipment on the flight.
Please contact Pre Travel Services for assistance.
Unfortunately we cannot allow you to book mobility assistance online. You will need to contact the Special Assistance team on 0800 408 5591 or +44 (0) 203 059 8337 from outside the UK, between 8am and 9pm Monday to Friday and 9am and 6pm Saturday to Sunday, who will be happy to assist you.
The lead name of your holiday must cancel the booking by contacting us by telephone, email or by written letter. The charges shown below apply from the date we receive the notification at our offices. In order to cover our expected losses from the cancellation of the booking, there is a set scale of charges which must be paid:
|Period before departure within which notice of cancellation is received||% of total booking price retained by Jet2holidays|
|70+ days||Loss of deposit|
|14 days or less||100%|
The lead name is permitted to make changes to the booking subject to availability at the time of the change. Unfortunately we do not permit changes to all the names on the booking, at least one of the customers (over 18) on the original booking must remain. Any changes are subject to an amendment fee, plus any increase in cost. The amendment fee is payable per person and will be advised at the time of the change. For current amendment fees please see below. This is payable at the time of the change and is non-refundable. You are unable to make any changes once you have checked in online. Certain changes are not permitted within 21 days of departure.
|Amendment Fees||70+ Days||69-57 Days||56-43 Days||42-29 Days||28-15 Days||14 Days or less|
|Change of person
(per person admin fees)
|DOB (per person admin fees)||£10||£10||£10||£10||£10||£10|
|Date (per person admin fees)||£40||£40||£50||£50||£75||£150pp + Difference in Holiday (Not within 48hrs) *Cancellation Charges from old accommodation apply|
|Duration - extension of start or end date only (per person admin fees)||£40||£40||£50||£50||£75||£150 (Not within 48 hours)|
|Cancel and rebook (per person admin fees)||£40||£40||£50||£50||£75||£150pp + Difference in Holiday (Not within 48hrs) *Cancellation Charges from old accommodation apply|
(per person admin fees)
|£40||£40||£50||£50||£75||£75pp no changes within 48 hours of travel *Cancellation Charges from old accommodation apply|
|Board Basis (per room admin fees)||£40||£40||£40||£40||£40||£40|
|Room (per room admin fees)||£40||£40||£40||£40||£40||£75|
|Transfers||No reduction in cost for any downgrade of transfer and charge only uplift cost to customer on upgrade.|
* Plus any additional charges from accommodation provider.
Amendment fees are payable on the day the change is made and are in addition to any increase in holiday cost.
No, you can use our Manage My Booking facility, which allows you to make simple amendments to your booking without the need to call us. If, however, you wish to change a major element of your holiday such as your hotel, you will need to call our Pre-Travel Services team.
Manage My Booking allows you to make amendments like adding in-flight meals, selecting specific seats, making name changes and also allows you to check in online.
In this situation it may be advantageous to consider replacing the affected member of your party with another person by changing their name at the cost of an administration fee. If you wish to cancel this person off the booking it may affect the overall per person cost of you holiday, as additional supplements may need to be paid for under occupied rooms.
Yes, however you will need to pay for the relevant seat charges to change them. If you have already checked in online then no changes are permitted.
It is possible for our customers to make special requests but we cannot guarantee that requests will be met, as all requests are subject to availability. It also may be the case that some hotelier’s charge for pool or sea views, making requests impossible. If you wish to guarantee a facility like this, there may be the option to pay for this at the time of booking.
All flights will depart from Manchester Terminal 1, from Check-in hall B, EXCEPT starting 11 April 2018, flights to Lanzarote, Malaga, Majorca and Tenerife will now depart from Terminal 2. Click here for more information
How and when do I get my tickets?
Do you require middle names on my travel documents?
What if I have special requirements or a medical condition?
Do you allow the carriage of wheelchairs and mobility aids?
What happens if I need an adapted room/transfer?
Can I bring medical syringes onboard?
Do I receive a luggage allowance for my infant?
Can I carry baby supplies?
Can I take a car seat, pushchair and/or travel cot?
How can I be sure where my party are seated?
Do you offer extra leg room seats?
Can I book accommodation only?
What is my hand baggage allowance?
Carriage of e-cigarettes
What is my checked baggage allowance?
Can I take sporting equipment such as golf clubs, ski equipment, snowboards, bicycles and surf boards?
How can I pay my balance?
When will you take my final balance?
Which payment methods are accepted?
How much deposit is required?
Can expectant mothers fly?
What identification do I need to travel?
When do I need to buy travel insurance?
What happens if I do not have travel insurance?
Disability Harnesses / Support Seats
Medical information form (MEDIF)
Can Jet2.com supply oxygen on board?
Can I take a portable oxygen concentrator (POC) on board?
If you have supplied us with an email address your vouchers will be sent direct to your email, 4 weeks before departure. If you have chosen for these to be sent to a postal address your vouchers should arrive approximately 3 weeks before departure.
We do not require middle names on your booking. As long as the first name and surname are spelt correctly on your documents, there will be no issues at the airport.
We will try and meet the requirements of all customers with special requirements, e.g. wheelchair assistance, or those with a medical condition. It is vital you notify the Special Assistance team of any special requirements before you travel on 0800 408 5591 or +44 (0) 203 059 8337 from outside the UK, (Open Mon – Fri 08:00 – 21:00 and Sat – Sun 09:00 – 18:00)
We provide shuttle transfers to all of our customers inclusive of the price of the package holiday (except City Breaks) but if you do require an adapted transfer we may need to charge an additional fee. The only cost you will pay is the charge levied by our supplier.
Please note: It will not be possible to travel on a shuttle transfer if you are travelling with an Electric Mobility Device therefore an Adapted Transfer will need to be booked at the relevant fee. The shuttle companies are not able to carry these devices due to physical constraints and local regulations.
Carrying and insuring your mobility device
We will take great care with your device, but Jet2.com has limited liability (approximately £1,100) for carrying electronic mobility devices. For that reason, if your device is worth more than £1,100, please ENSURE YOU HAVETAKEN OUT SUITABLE INSURANCE that covers any damage to your device whilst travelling. You can find this by doing an internet search for ‘mobility device insurance’.
Motorised Mobility Aids
Battery powered mobility aids can only be carried when they are for use by a passenger whose mobility is restricted by either their disability, their health or age, or a temporary mobility problem (e.g. a broken leg).
Jet2.com will accept for carriage mobility aids containing non spillable dry cell, spillable dry cell (Gel Cell) or lithium batteries. Please note that Jet2.com will consider the carriage of wet cell batteries on a case by case basis only.
Jet2.com will only accept up to a maximum of three powered mobility devices on a single flight, which shall be accepted on a first come first serve basis.
To assist with the safe stowage of your wheelchair, please provide us with sufficient information at least 48 hours before you travel. To do this please call our dedicated mobility assistance line on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas. (Open Mon – Fri 08:00 – 21:00 and Sat – Sun 09:00 – 18:00)
The type of wheelchair you have will determine how we are able to load your wheelchair on to the aircraft.
Within the EU it is the responsibility of the airport operators to assist anyone with a disability during their time at the airport. Airlines must provide the airport operator with advance information so that the appropriate service can be offered. To enable us to pass your request to them, please contact us as soon as possible with the details of your device.
Before an electric mobility aid is loaded onto our aircraft, Jet2.com must be satisfied that the mobility aid has been made safe in accordance with the ICAO Technical Instructions (see details below). If Jet2.com is unable to be satisfied or where it is established that the electric mobility aid has not been made safe, Jet2.com will refuse carriage of the mobility aid. In such circumstances Jet2.com is not under obligation to render it safe. Other factors which could prevent the carriage of an electric mobility aid are: the mobility aid dimensions exceeding cargo door dimensions, the tare (unladen) weight of the mobility aid exceeding the aircraft loading limitations after all possible load-spreading options have been considered and insufficient space being available on the aircraft at the time your booking is made.
Please note, electric mobility aids which exceed 81cm in height will only be carried if the height can be reduced by either folding/removing the seat to enable it to fit through the aircraft hold door. Full details of how to fold the device and the height once folded must be provided before carriage can be granted.
Regardless of the type of battery your mobility aid or wheelchair uses, we will need the following information before you travel:
o Make and Model of motorised wheelchair/scooter (if your mobility aid is a manual wheelchair with a separate battery pack, please provide the make and model of the battery pack)
o Type of battery
o Number of batteries used to operate device
o Number of spare batteries
o The TARE (un-laden) weight in kilograms
o Dimensions in millimetres i.e. length x width x height (maximum height is 81cm/810mm)
o Instructions for preventing inadvertent operation (see below for your specific battery type)
Mobility aids with NON SPILLABLE batteries
To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft, therefore please provide guidance on the following:
o The battery terminals must be protected from short circuits. The battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape.
o Electrical circuits must be inhibited to prevent inadvertent operation - the means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices, for example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as an Airsafe plug) into the charging socket of the devices.
o Installed batteries must be securely attached to the chair.
o Where the mobility aid is specifically designed to allow its non spillable battery(ies) to be removed by the user (e.g. a collapsible device), the battery must be removed, the terminal protected from short circuit and carried in strong rigid and weatherproof packaging in the aircraft hold. Jet2.com will not provide the packaging, this must be provided by you.
Mobility aids with lithium batteries
To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft therefore please ensure the following:
o If the battery is to be detached from the wheelchair then the battery must not exceed 300 Watt Hours, if the battery will remain connected to the wheelchair then there is no Watt Hour Maximum limit.
o A maximum of one spare battery not exceeding 300 watt hours or two spares each not exceeding 160Wh can be carried. Spare batteries must be carried in the passenger CABIN and you must ensure the circuits are protected from short circuit.
o Advice is provided to ensure that the battery terminals are protected from short circuits - the battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape.
o Advice is provided to ensure that electrical circuits are inhibited to prevent inadvertent operation - the means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices, for example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as the Airsafe plug) into the charging socket of the devices.
o Installed batteries must be securely attached to the chair.
o Where a lithium battery powered mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. a collapsible device), the battery must be removed, the terminals protected from short circuit and carried in the aircraft CABIN.
If you require an adapted room or transfer, you must state so at the time of booking. A request will then be sent to your hotel of choice to enquire about the availability of an adapted room. If an adapted room is not available, we will contact you immediately and allow you the option of amending your holiday without the normal amendment fees or, where a suitable alternative property cannot be found, a free of charge cancellation.
We provide shuttle transfers to all of our customers inclusive of the price of the package holiday (except City Breaks) but if you do require an adapted transfer we may need to charge an additional fee for the use of a ‘Private Transfer’. The only cost you will pay is the charge levied by our supplier. It will not be possible to travel on a shuttle transfer if you are travelling with an Electric Mobility Device therefore a ‘Private Transfer’ will need to be booked at the relevant fee, this is due to the shuttle companies not being able to carry these devices due to physical constraints and local regulations.
Please note, Jet2holidays is not a specialist provider for disabled travellers.
If you need to carry syringes, needles, insulin pens, epipens and medication in the aircraft cabin, you must carry a letter from your doctor confirming the need to carry them with you. If injections are required during the flight, they must be self-administered. Jet2.com is happy for you to travel with injections where your medical condition requires it. As security screening at airports is outside the control of Jet2.com, you should discuss a contingency plan with your doctor to enable you to travel safely in the unlikely event that the authorities do not allow your equipment to be carried in cabin baggage.
You will need to declare the needles at Check-in, Security and to the senior cabin crew member when boarding the aircraft.
You do not receive a full luggage allowance for your infant but you do for children over the age of 2. For your family’s convenience, collapsible pushchairs/buggies may be used to the aircraft steps/air bridge and can be claimed at the baggage reclaim. Collapsible pushchairs/buggies or children’s car seats up to a total maximum weight of 10kg (for both items) do not form part of the baggage allowance and may be carried free of charge. Anything over 10kg will be charged the applicable excess luggage fees.
If you are travelling with a baby we recommend to carry extras supplies of necessary infant items in your hand luggage, such as formula milk (subject to airport security restrictions on fluids) and nappies. Please be aware that baby milk and food may be required to be tasted by the responsible adult.
Collapsible pushchairs/buggies, children’s car seats and travel cots up to a total maximum weight of 10kg (for all items) do not form part of the luggage allowance and may be carried free of charge. If the combined weight is more than 10kg, excess baggage charges will apply. If you are carrying more than one item then please inform Jet2holidays so we can advise our local agents in resort to ensure the transfer you have booked will accommodate the extras or on occasion you may need to change to a private transfer at an extra cost.
In order to guarantee the preferred seats for your party, we recommend that you pre-book your seats at the applicable fees at the time of booking or by logging on to the Manage My Booking link here. Enter your Jet2holidays booking reference number, surname and departure date. Once logged on to your booking, please select Add Holiday Essentials.
Alternatively, seats are allocated at check-in on a first come, first served basis. Please note that emergency exit seats are only suitable for able-bodied adults (aged 14 and over). Emergency exit seats are not available for expectant mothers, disabled customers, customers with physical or mental impairments, customers who need a seat belt extension or customers who have a medical condition or injury.
Seating for assistance customers - Click here
Yes we do offer extra leg room seats on all our aircraft. These seats are clearly marked on our seat maps and a generally located towards the front of the aircraft and alongside the wing exit seats in the middle of the aircraft. These can be pre-booked for a small charge at the time of booking or by logging on to the Manage My Booking link, subject to availability. Please note that emergency exit seats are only suitable for able-bodied adults (aged 14 and over).
Jet2holidays do not provide accommodation only bookings.
You may carry on board one piece of unchecked cabin baggage free of charge which must be no more than 10kg in weight and no larger than 56cmx45cmx25cm. Should your cabin baggage be larger than these dimensions or weigh in excess of 10kg, you must check this in as hold baggage for which there will be an additional charge which you must pay. You may also be permitted to bring an additional, small item of cabin baggage on board (such as a handbag, laptop bag or airport purchase) provided that such items can be reasonably carried on board, either in the overhead compartment or under the seat in front of you. These items are carried in the cabin subject to our discretion and applicable operational requirements. Any alcohol brought on board by you must not be consumed during the flight. With all hand/cabin baggage (including airport purchases) we reserve the right to require that it must be stored in the aircraft hold due to operational requirements (in which case there will be no charge unless it exceeds the size or weight requirements referred to above). In such circumstances you must ensure that all valuable items are removed and kept with you in the cabin.
In accordance to safety regulations, Passengers are required to carry e-cigarettes in the cabin/hand luggage, and not in their checked baggage. E-cigarettes are not permitted to be used during the flight.
The number of bags allowed for check in will be displayed on your confirmation. Each bag can weigh no more than 22kg. Any bag weighing over this will be subject to the airline’s excess luggage fees and no single item of baggage can weigh over 32kg. Additional baggage allowance can be purchased at the time of booking or by logging on to the Manage My Booking section here. Enter your Jet2holidays booking reference number, surname and departure date. Once logged on to your booking please select Add Holiday Extras.
You can add sporting equipment on to your booking by contacting the Pre-Travel Service team on 0333 300 0737. There will be a charge from the airline and there may be a charge from our transfer provider to carry these. Occasionally you may need to upgrade to a private transfer for the carriage of additional equipment in resort. The maximum weight for bicycles is 32kg and 22kg for all other sporting equipment.
Your balance is required 10 weeks prior to your departure. This will automatically be taken from the card that you used to pay your deposit with. Should this process fail we will email you to advise you.
If you wish to make payments towards your balance, pay your balance early or change the card in which you are paying your final balance with, you can do so by calling 0333 300 0737 or by logging on to the Manage My Booking link here. Enter your Jet2holidays booking reference number, surname and departure date. Once logged on to your booking please select Make a Payment.
Your final balance will be taken in the early hours of the morning after the payment is due, this is to allow you the time to contact us during the day to pay on an alternative card if you should need to do so. Once the deadline has elapsed, your final balance payment will be taken from the card used to confirm your booking.
You can pay online using a credit or debit card or you can pay via PayPal. For payment via the Call Centre you can pay using a credit or debit card only.
Paypal is currently for airline only bookings.
Your deposit for a Jet2holidays booking will be £60 per person. At the time of booking you will be given the option of paying the full balance or simply paying a deposit of £60 per person, with the full balance being payable 10 weeks before departure. In the event that your booking is within 10 weeks of departure, payment must be made in full at the time of booking.
Customers who are pregnant may travel with Jet2.com, but additional conditions may apply depending on the stage and type of the pregnancy, as detailed below:
Type of pregnancy
No restrictions & Fit to Fly not required
Fit to Fly required (signed by doctor or midwife), dated within seven days of departure and 16 days of return date
Travel not permitted
Up to 27 weeks (inclusive)
28 – 35 weeks (inclusive)
36 weeks or greater
Up to 27 weeks (inclusive)
28 – 33 weeks (inclusive)
34 weeks or greater
In order to ensure compliance with Immigration and other governmental authorities, Jet2holidays customers are required to travel with a valid passport and any necessary visas, where required, on all international flights. Please note that if your photographic ID is damaged in any way it may not be accepted. It is important that your passport or other travel identification documentation is valid and that the name on your booking matches the name(s) on your passport for travel on all flights, including UK domestic flights. It is our customers’ responsibility to ensure they meet the correct requirements for the country they are visiting.
It is strongly advised that you should take out a travel insurance policy either prior to or immediately after making your holiday booking, as your policy will begin once it has been purchased. Jet2holidays do provide our own travel insurance and you are invited to purchase this at the time of booking your holiday to ensure you are adequately covered. If you do not purchase cover at the time of booking or prior to booking we will be unable to provide a reimbursement in the event you are unable to travel due to a reason which would usually be covered by insurance.
There are, of course, many other reasons why you may personally wish to take out travel insurance but It is a condition of your contract with us that you take out adequate travel insurance suitable for your needs from the date of booking which 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. We do not check alternative insurance policies for suitability, but reserve the right to request a copy.
Customers who are unable to sit upright, unaided in an aircraft seat are required to provide their own harness or support seat for use on board as these are unfortunately not provided by Jet2.com. Please be aware that with the number and variety of harnesses and support seats available on the market, it is not possible for us to guarantee in advance that any particular one is suitable for use and therefore prior approval is required in all cases by contacting our Special Assistance Team as far in advance as possible on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas. (Open Mon – Fri 08:00 – 21:00 and Sat – Sun 09:00 – 18:00). Please provide us with the make and model as well as information on how the support is fitted to the aircraft seat.
Harnesses or support seats are only permitted to be used in a window seat and must be fitted by the passenger’s carer and must not prevent the passenger from using the aircraft lap belt.
For safety reasons, any type of harness or support seat that fastens around the back of the aircraft seat, needs to have the seat behind it remain vacant at all times. Where it is not possible to allocate such a seat due to different aircraft configurations, we will allocate a window seat in the back row therefore it is vital that we are made aware of your requirements at the time of booking so that the appropriate seating can be arranged in advance of travel.
If you have special medical requirements, you must contact our Special Assistance Team on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas for further information (Open Mon – Fri 08:00 – 21:00 and Sat – Sun 09:00 – 18:00) for advice before making a booking. Depending on your requirements or medical condition, it may be necessary for you to submit fitness to fly documentation or for your treating Doctor to complete our Medical Information Form (MEDIF).
If you are required to submit a medical form prior to travel, you can download & print the form via the link below.
Please ensure your Doctor has completed the form in full and included all of the below information:
To be dated within 30 days of travel
Stamp from the Doctor, Doctors surgery, Hospital or Clinic - In the event they do not have a stamp, the Doctor must sign the Medical Information Form but also attach an additional document on headed paper/business card with their signature
Confirmation of fitness to fly (Please ensure that your Doctor includes a clear prognosis for the flight under Section 04 as without this, we are not able to grant medical clearance
Once the form has been completed, please return it to the below address and our Special Assistance Team will be in contact with you upon receipt of your form.
Special Assistance Team
Travel Insurance: It is highly recommended that all customers have sufficient travel insurance cover in place, valid for the duration of their journey, to include unscheduled flight diversion and/or early return to the UK due to their illness.
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We do carry oxygen on board but this is strictly for emergency use only. We are unable to supply oxygen for your own personal non-emergency use, therefore if you have a medical condition that requires the use of supplementary oxygen on board, you will be required to bring your own supply. This is however subject to you having applied for and received appropriate medical clearance from our Special Assistance Team by contacting them +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas (Open Mon – Fri 08:00 – 21:00 and Sat – Sun 09:00 – 18:00). Your treating Doctor will be required to complete a Medical Information Form (MEDIF) detailing your medical condition, oxygen requirements and confirmation that you are fit to fly so we do advise that you contact us as soon as possible for this to be arranged. The form will need to be dated within 30 days of travel to ensure that the information is current and up to date at the time of travel and cannot be accepted any earlier than this. Please see section marked Medical Information Form (MEDIF) where you will be able to download a copy of the form. Please note, liquid oxygen systems are forbidden for carriage on an aircraft.
Currently there are only a small number of POC’s that have been approved for use on board our aircraft. If you have a medical condition whereby you are required to make use of oxygen on board, please contact our dedicated Special Assistance Team on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas for further information (Open Mon – Fri 08:00 – 21:00 and Sat – Sun 09:00 – 18:00). In all cases where a customer requires oxygen whether it be via an oxygen cylinder or POC, medical clearance must be obtained in advance of travel. Your Doctor will be required to complete a Medical Information Form (MEDIF) detailing your medical condition, oxygen requirements and confirmation that you are fit to travel by air so we do advise that you contact us as soon as possible for this to be arranged. The form will need to be dated within 30 days of travel to ensure that the information is current and up to date at the time of travel and cannot be accepted any earlier than this. Please see section marked Medical Information Form (MEDIF) where you will be able to download a copy of the form. Please note, liquid oxygen systems are forbidden for carriage on an aircraft.
When do I need to arrive at the airport?
Do you have Customer Helpers in resort?
I have a nut allergy - do you sell nuts on board?
Which terminal do you fly from?
Will I be charged for checking in at the airport?
What happens if I haven’t pre-booked my assistance?
Can I carry medication with me?
Can I bring my own alcohol on board?
We recommend that you must check in at least 2 hours before the scheduled flight time.
Yes, in all our beach resorts we have a local presence. In the larger, more popular resorts a representative will have set visiting time but, where visiting the hotel is not possible, we may operate a ‘by appointment’ service.
Please note, contact telephone numbers for our local representatives can be found on your travel documents, your welcome letter and on the Jet2holidays notice board in reception.
Yes we do sell nuts onboard our flights. If you make Jet2holidays aware of your allergy at the time of booking and also mention this to the crew on boarding the aircraft, we will endeavour to refrain from selling nuts onboard your flight and we will also ask other customers to refrain from eating nut products. We should point out that we cannot guarantee a nut free environment and customers are free to consume their own food onboard.
Please contact the Special Assistance team on 0800 408 5591 or +44 (0) 203 059 8337 from outside the UK, between 8am and 9pm Monday to Friday and 9am and 6pm Saturday to Sunday, who will be happy to assist you.
Glasgow, Terminal 2
Leeds Bradford, Check-in Hall B
Manchester Airport Terminal 1, Flights depart from Check-in B, EXCEPT for flights to Lanzarote, Costa Del Sol, Palma, and Tenerife will depart from Manchester Airport, Terminal 2, from 11 April 2018.
Amsterdam Schiphol, Hall 3. NB Self Check-in available: (Hand Baggage customers only).
Barcelona, Terminal 2, Zone B
Budapest, Terminal 2A
Malaga, Arrival into Terminal 2, Departure from Terminal 3
Nice, Terminal 1
Paris CDG, Terminal 3
Rome Fiumicino, Terminal 3
For Jet2holidays customers there is no charge for customers checking in at the airport.
If you require assistance and arrive at check-in without pre-booking assistance, for safety reasons, you may not be able to travel. Subject to our normal change fees your booking may be changed to a later flight. Please ensure you pre-book to avoid disappointment and disruption to your travel plans. Assistance can be organised by contacting the Special Assistance team on 0800 408 5591 or +44 (0) 203 059 8337 from outside the UK, between 8am and 9pm Monday to Friday and 9am and 6pm Saturday to Sunday.
We stipulate that you carry all essential medications for the duration of your trip (the length of time you are away from home) in your hand baggage. Please be aware that essential liquid medication in quantities over 100ml must be certified as authentic by a doctor's letter and must be presented in the original container.
You may not bring alcohol on board for the purpose of consumption whilst on the aircraft. Only alcoholic drinks purchased on board may be consumed during the flight. Jet2.com reserve the right to serve alcoholic drinks to customers at our absolute discretion.
From 1st July 2016 customers visiting the Balearics (Mallorca, Menorca and Ibiza) will be required to pay a Sustainable Tourism Tax. The amount of the tax depends on the category of the hotels (see table below). In off season (November 1st - April 3rd), there will be a 50 % discount. Children under age of 16 are exempt from the tax, long term holiday makers will have a 50% discount on the tax from the ninth day of their stay. The tax will be collected by the hotel/ apartments at the time of check-out.
|Types of establishments:||Euros per person per day*
(all charges subject to 10% VAT)
|5-star, 5-star luxury and 4-star superior hotels||2|
|4-star and 3-star superior hotels||1.5|
|1-star, 2-star and 3-star hotels||1|
|4-key and 4-key superior tourist apartments||2|
|3-key superior tourist apartments||1.5|
|1-, 2- and 3-key tourist apartments||1|
Your departure transfer time will vary and may not be known at the time your holiday vouchers are generated and for this reason we do advise customers in the majority of destinations to check the Jet2holidays notice board 48 hours before they are due to leave resort for updated transfer information. If this information is not available, our local representatives can be contacted on the telephone numbers provided.
The travel documents we send to you 4 weeks before departure include your transfer ticket/voucher and upon this document are instructions on where to go once you have collected your hold luggage. If these instructions are at all unclear, please contact the emergency telephone number also contained within your travel documents.
We strongly recommend that you store all money and valuables in a secure place during your holiday. Please check first if your accommodation offers a safe in your room. Alternatively, you may be able to store your valuables at the reception. If there are no other alternatives, we advise that you should keep your money and valuables with you at all times. Please do not leave them in full view in your room. Please note, neither Jet2holidays or your hotel are responsible for any loss, theft or damage that occurs to your money or valuables during your time away.
I have left an item on the plane, who should I contact?
My baggage has been lost or damaged?
Do you offer a discount/loyalty scheme for returning customers?
I made a purchase on the flight but it is faulty, who do I contact?
There was a problem with my holiday.
How do I give feedback on my trip?
Is there a phone number for customer services?
Our cabin crew remind all customers to ensure they remove all their personal belongings before disembarking. We operate quick turnarounds and any property found on our aircraft, (including wallets and mobile phones), is handed to the ground handling dispatcher at the airport where it is found to pass onto the airport's Lost & Found Property department. We regret that we cannot be responsible for tracing your lost property and respectfully ask that you contact the airport's Lost Property department yourself.
If you experience any loss, damage or delay to your baggage you must in the first instance advise the ground handling staff at your arrival airport and complete a Property Irregularity Report (PIR). If your bag is delayed, they will endeavour to find your bag for 5 days and will provide you with their local telephone contact number.
Once you have received your PIR - then please click here and enter your details to see the latest status regarding your bag.
If your bag has still not been found after 5 days, Central Baggage Services will take over the responsibility of looking for your bag. They can be contacted on the following numbers:
From within the UK: 0871 288 7362 (call charged at 10p per minute)
From outside the UK: +370 523 63402 (local international rate)
This Call Centre is open 08:00 to 20:00hrs local UK time.
In addition, you will need to write to us at the address below enclosing a copy of the completed PIR, baggage tag receipt and original purchase receipts (to evidence the age and value of the item), within 7 days for damaged bags and within 21 days for delayed or lost bags.
Customer Service Team
PO Box 284,
We aim to respond to you within 28 days.
Please note that Jet2.com will not accept liability for valuable items (e.g. jewellery, cameras, laptops, cash, electrical equipment, and documents) contained within any checked in hold baggage because it is permissible for such items to be carried within hand baggage in the cabin. The limits of our liability in relation to baggage are described in detail in our Terms and Conditions. We cannot consider claims where the original bag tag receipt is not produced.
Under international convention, any payment that the carrier is liable to pay for lost or damaged items is limited. This is why we strongly recommend that you take out comprehensive travel insurance. We would suggest that you try to pursue a claim with your travel insurer in the first instance as they are more likely to offer a higher level of compensation than ourselves. As Jet2.com is committed to offering the best fares to our customers by keeping our overheads as low as possible, we do not consider claims for damage to baggage below 30GBP / 40EUR / 58CHF / 1060CZK / 165PLN in value.
Yes we do, you can become a myJet2 member, where there are so many great reasons for joining us. But don’t just take our word for it – the proof is in the promotions!
Over the last few months alone, we’ve offered our valued myJet2 members an amazing array of exclusive offers. Here’s just a small selection to show how we wow our members:
Member-only discounts – that includes super savings on flights, car hire, travel insurance, in-flight meals and more! Jet2holidays offers – we know many members enjoy both Jet2.com flights and Jet2holidays packages, which is why we offer money-off discounts for holidays and city breaks too.
Exclusive notifications – to find out where we’re flying first! We keep our myJet2 members in the know by telling them all about new routes and fares.
Special surveys – our myJet2 members mean so much to us, we always want to know what they think. We even asked them to choose their favourite meals to help create our new in-flight menu.
So now you’ve seen just a small snippet of what to expect, what’s stopping you? Join our myJet2 membership scheme for FREE now and look out for exciting new offers and emails in your inbox soon. Be part of a club that’s going places! Join today
If you have made a purchase onboard and the item is faulty you will need to send the item, along with a copy of your purchase receipt and a letter asking for either a replacement item or a refund to;
Customer Service Team
PO Box 284,
We hope you can enjoy your break with us and love to hear whenever we’ve made your holiday that extra bit special.
We also know that from time to time things may not go according to plan. if you are on holiday and experience any issues during your stay, contact your local Jet2holidays representative, or our In-Resort 24/7 Customer Emergency Helpline and we’ll try to fix it as soon as possible.
If we have been unable to assist you, we’d be happy to look into the matter further for you on your return. Please contact us within 28 days of arriving home, so that we are able to obtain the right information to give you the most favourable response. We may be unable to investigate any complaints made outside of this period, which may affect your claim for compensation.
Jet2holidays is a member of ABTA, which means that we are subject to their Code of Conduct.
If you would like to contact us to share your travel experiences, or discuss any aspect of our service, please write to us at the address below. If you are lodging a complaint and have any accompanying documentation or evidence, please make sure you include this alongside your correspondence. Please also make sure you include your Jet2holidays booking reference (i.e. xxxxxxx/xxxx).
Once we have received your email or letter, we will aim to acknowledge correspondence within 48 hours, and once this is logged into our system, we will allocate you your own unique complaint reference which will look similar to this: Jet2/123456.
We can be contacted by email at email@example.com.
Alternatively, you can write to us at:
Jet2.com & Jet2holidays
PO Box 284
In order to comply with Data Protection, we’ll never discuss sensitive details of the complaint with anyone who is not the Lead Passenger on the booking. If you are handling a complaint on the Lead Passenger’s behalf, please ensure you include written authorization from the Lead Passenger, allowing you to deal with the matter directly.
We are unable to take complaints over the phone, as we always need a written version of your feedback to pass on to the relevant departments. We also want to ensure we are investigating your complaint in your own words and a written account will make it easier to translate for some of our overseas partners.
If you do need to discuss a matter over the phone, please let us know by email, and one of the team can arrange a call back for you.
If you would prefer to contact us directly, we are able to communicate with you regarding your feedback. Please be aware, we will also send a copy to your travel agent when necessary.
Our representatives are available in resort to help advise and assist you during your holiday, however any issues left unresolved will be dealt with through our Customer Service Team. Although you may have completed a report form with your representative, we use these documents internally and will still need you to submit a full explanation of your issues on return.
Once your complaint is logged, it will be assigned to one of our team.
Depending on your complaint, we may have to investigate your comments further, either with our internal departments, or with our suppliers and partners overseas. We do this so we can take the correct follow up with your complaint and make the relevant people aware of any issues you may have faced. When this happens, we allow a certain amount of time to receive these comments.
Once we have received all the relevant information, we will issue you with a full response, which will address the points you have raised, detail the necessary investigations and action taken and offer you a resolution to your complaint.
We try to contact you on a like for like basis – so if you’ve written to us, we will contact you by letter, and if you’ve emailed, we’ll email you a response. Please note, where we can, we will always email your personal email address, rather than any automated complaints handling tools such as Resolver.
We aim to solve all complaints in the first instance, and part of the reason the process can take up to 28 days, which follows ABTA guidelines, is so we give your comments the attention they deserve. As a general rule, we will aim for a response to be with you in 21 days. This can take longer depending on the issues you’ve raised, or during some of our busier, peak periods like summertime. Wherever possible, we will aim to keep you updated if this does happen. We always aim to offer a satisfactory resolution for you, and if there are issues, we will aim to rectify them in our response. In order to help us reach a quicker resolution for you, please also be specific and concise in your complaint, and let us know what you would consider a suitable resolution.
As a general rule, when we assess your complaint, we will look at the areas of your holiday that were specifically affected. This means it is very unlikely we will offer a full holiday refund for you.
We will use your feedback internally for quality and training purposes, and to ensure any recurring issues are monitored effectively. Nevertheless, we take Data Protection extremely seriously and your booking information will never be passed to external 3rd parties that are not involved in your complaint.
Please note, we will never ask a 3rd party to contact you directly about any complaint you have submitted or your holiday. If this happens, please contact us with full details, so we can look into the matter for you.
Should you be unhappy with the response you’ve received, please let us know by email or letter and your advisor will review your file, consulting with senior members of the Customer Service team where necessary. A further response will be issued within 14 days of receipt of your correspondence.
If you still remain unhappy, we will escalate your issues to a more senior member of the team. They will conduct a thorough review of all previous exchanges and provide a further response within 7 days, outlining any further measures and offering an alternative resolution where appropriate. However, please be aware that at this stage, our position on the matter is unlikely to change.
If we are unable to reach a suitable resolution, we will issue the relevant correspondence explaining that you have exhausted our complaints process, and advise you on the next steps to pursue the matter externally. We are a member of ABTA and as such, you will have access to their independent dispute resolution process, which is approved by the Chartered Trading Standards Institute. For more information, please visit www.abta.com.