Submit a complaint

If the product you bought onboard is faulty in any way, we will be happy to give you a product replacement or refund. Please send the faulty product, along with your name, address, booking reference, description of the fault, receipt, and whether you’d like a product replacement or a refund, to: Customer Services Team Jet2.com & Jet2holidays PO Box 284 Leeds LS11 1GE Please send the product within 28 days of purchase, in line with our returns policy. When we’ve received your item, we’ll either send you a replacement product or provide you with a full refund. Please specify when you send the product into us which option you would prefer and provide us with your booking reference. Just to make you aware, if you do choose to exchange your product, as this needs to be specially ordered, it can take up to a month to arrive. Please be assured that all postage costs will be reimbursed. Make sure your packaging is suitable for the item and, if possible, send us some indication of costs incurred.