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Your COVID-19 questions, answered

Got a question about your booking or somewhere you're planning on travelling to? Here, we answer all your frequently asked questions about COVID-19. To help you find what you’re looking for easily, we’ve popped our FAQs into categories.

Cancellations and refunds

Should I be worried about going on holiday and should I cancel or amend?

We know that things look and feel a little different these days. But rest assured, your safety is our priority. We’ve put lots of extra measures in place to make sure you have a happy and healthy holiday – you can find out more here.

However, if you’d like to know more about either amending or cancelling your holiday, please visit our cancellations page for more information.

My holiday’s been cancelled – what are my options?

In line with our Changes and Refunds Policy, if your holiday has been cancelled by us as a result of COVID-19, your holiday will be automatically cancelled and we’ll process your full refund within 14 days.

You’ve cancelled or delayed my flight due to the coronavirus (COVID-19) situation, am I entitled to any compensation?

We are working extremely hard to deal with the unprecedented situation arising from the COVID-19 outbreak in Europe and ensure that affected customers receive all appropriate support and assistance. However, in line with the advice from the UK Civil Aviation Authority, delays and/or cancellations arising from circumstances relating to COVID-19 will be treated as extraordinary circumstances and therefore not eligible for compensation under Regulation EC261/2004.

My holiday has been cut short or cancelled due to coronavirus (COVID-19), am I entitled to compensation?

Customers will not be entitled to any additional compensation under the Package Travel Regulations, as the reason for the holiday not continuing or being cancelled is outside of our control.

My holiday’s been cancelled and the departure date has already passed. I’ve still not heard from you about my booking – what should I do?

If your booking is affected in any way, we’ll be in touch with you as soon as we can. We kindly ask you to hold off from contacting us and wait for us to get in touch with more details. We can absolutely assure you that our teams are doing their best to contact affected customers as quickly as possible.

If my holiday is cancelled or changed, what happens to my holiday essentials such as car hire, airport parking, airport transfers and insurance?

If you’ve booked any holiday essentials as part of your Jet2holidays or Jet2Villas package, they’ll be automatically cancelled or changed if your holiday is amended. If you’ve booked these products separately through Jet2Carhire, Jet2Transfers, Jet2Insurance or Jet2Extras, please check your separate booking confirmation for the details and contact our partners directly to make any changes:

 

Airport parking (Jet2Extras): sales@jet2extras.com

Airport transfers (Jet2Transfers): https://jet2.holidaytaxis.com/en/about/contact/

Car hire (Jet2Carhire): www.jet2carhire.com/ContactUs.do

Travel insurance (Jet2Insurance): www.jet2insurance.com/contact-us

I was told I was getting a refund, but I've not received it yet - what should I do?

If we’ve been in touch with you about a refund, please allow up to 14 days for the payment to reach your account. If it’s been more than 14 days, this may be due to a failed refund, for example if your card has expired, so we’ll contact you as soon as we can to take updated account details.

COVID-19 testing

When do I need to arrange a COVID-19 test?

We’d recommend that you don’t start arranging things like COVID-19 tests until closer to your time of travel, as travel requirements both here and abroad can change. Find out more about getting a COVID-19 test.

Which type of negative COVID-19 test will be accepted for travel?

The type of negative test accepted for travel is decided by governments abroad, depending on the destination you’re travelling to/from. For all the latest official information, we’d recommend you read our travel requirements page 14 days before you’re due to depart and take any action then.

Which testing provider should I use?

You’re completely free to shop around and find your own testing supplier(s) – and it’s your responsibility to make sure you’re happy with the buying decisions you make. You must get the correct testing in line with the travel requirements of governments both in the UK and abroad. We’d recommend that you don’t start arranging things like COVID-19 tests until nearer the time of your departure when we have more up-to-date travel requirements confirmed.

If you need help finding a testing supplier, we’ve created a list here and where we can, we’ve included a discount code for you to use.

What evidence do I need to show that I’m fully vaccinated?

If you’re fully vaccinated with two doses of any approved vaccine, some destinations allow you to enter the country without showing a negative COVID-19 test result. Instead, you’ll be asked to show proof of your vaccination status. An NHS COVID Pass shows your COVID-19 vaccination details – this is your status. You can get this by:

  • Downloading the NHS app: You can use the app on mobile devices and your NHS COVID Pass will be shown within it. If you don’t already have the NHS app, you’ll need to register, which can sometimes take a few days – it’s easier if you have your NHS number to hand.
  • Visiting the NHS website: You can view your NHS COVID Pass online and download or print it as a PDF document. You’ll need to register for an NHS login if you don’t have one already.
  • Calling 119: You can call 119 and ask for an NHS COVID Pass letter to be posted to you – just so you know, it can take up to five working days to reach you.
  •  

Please see here for more details.

What evidence do I need to show that I’ve had my booster?

An NHS COVID Pass shows your COVID-19 vaccination details, including if you’ve had a booster – this is your status. You can get this by:


Downloading the NHS app: You can use the app on mobile devices and your NHS COVID Pass will be shown within it. If you don’t already have the NHS app, you’ll need to register, which can sometimes take a few days – it’s easier if you have your NHS number to hand.


Visiting the NHS website: You can view your NHS COVID Pass online and download or print it as a PDF document. You’ll need to register for an NHS login if you don’t have one already.


Calling 119: You can call 119 and ask for an NHS COVID Pass letter to be posted to you – just so you know, it can take up to five working days to reach you.

Please see here for more details.

What does ‘fully vaccinated’ mean?

To be “fully vaccinated” you must’ve had a complete course, usually two doses, of an approved vaccine under the UK, EU or US vaccination programme at least 14 days before you’re due to arrive in the UK. If you’re under 18 and have only been partially vaccinated with a single dose, this won’t be accepted as fully vaccinated. An NHS COVID Pass shows your COVID-19 vaccination details and will be accepted.

What evidence do I need to show that I have tested negative?

The type of negative test evidence accepted for travel is decided by governments both here and abroad, depending on the destination you’re travelling to/from. For all the latest official information, we’d recommend you read our travel requirements page 14 days before you’re due to depart and take any action then.

Travel requirements

What are the travel requirements for each destination? How are these decided?

Travel requirements are decided by governments both here and abroad and will depend on the destination you’re travelling to/from. Make sure you read our travel requirements page 14 days before you’re due to depart for all the latest official information.

Before travelling

Do I need a COVID-19 vaccine before I travel? 

This depends on where you're travelling to, as some countries have said they're adjusting their entry requirements for travellers who've already had the vaccine. For all the latest official information, we’d recommend you read our travel requirements page 14 days before you’re due to depart.

Do I have to wear a face mask when I go on holiday? 

Depending on where you’re travelling to and from, you’ll need to wear a face mask for at least some of your journey. We’ve created our Face Mask Policy so everyone knows exactly what’s expected while travelling with us. Please read it carefully before you travel, as different rules apply to the UK and overseas.

What if I’m exempt from wearing a mask? 

If you’re required to wear a face mask but you’re unable to, you must let us know in advance to be allowed to travel. Please read our Face Mask Policy for more information.

Do children need to wear a mask? 

This all depends on their age and where they’re travelling to and from. Please read our Face Mask Policy for more information.

Where are you getting your advice for all COVID-19 measures?

We’re constantly reviewing a range of official guidelines to make sure we have the right measures in place for your safety. We’ve been working closely with the UK and overseas governments to understand each country’s specific requirements, as well as the Department for Transport and Public Health authorities. The European Aviation Safety Agency’s guidance has also helped us shape our measures. 

Will Jet2Insurance cover me if I get ill with COVID-19? 

Yes. All Jet2Insurance policies bought on or after 9 April 2020 include cover if you need to cancel your trip because you’re ill with COVID-19 or if you become ill with COVID-19 abroad. The same applies if you add a new policy to a new or existing booking.

To book Jet2insurance for your upcoming trip, search here now. 

Will Jet2Insurance cover me if the Foreign, Commonwealth and Development Office (FCDO) advice changes to ‘against all but essential’ travel while I am abroad?

Yes, provided the FCDO advice was not in place at the time your trip started. You will be covered if you decide to come home early and shorten your trip, or if you choose to continue your trip as planned.

What documents do I need to fill in before I travel?  

It depends what country you’re travelling to, so please check out our travel requirements page 14 days before you travel.  

What if I need help filling out any country entry documents? 

These documents are issued by official authorities from other countries. So, when you’re on their website or app filling out the documents, try looking for an FAQ section or contact details if you need any help.

My passport’s in my maiden name but my NHS COVID Pass/negative COVID-19 test result(s) show my married name. What should I do?

If the surname on your passport or national ID card doesn’t match any health documents you need to show (i.e. NHS COVID Pass and negative COVID-19 test results), due to recent marriage, we recommend you take your marriage certificate with you when you travel.

At the airport 

Do I have to wear a face mask in the airport? 

Depending on where you’re travelling to and from, you’ll need to wear a face mask for at least some of your journey. We’ve created our Face Mask Policy so everyone knows exactly what’s expected while travelling with us. Please read it carefully before you travel, as different rules apply to the UK and overseas.

What if I’m exempt from wearing a mask? 

If you’re required to wear a face mask but you’re unable to, you must let us know in advance to be allowed to travel. Please read our Face Mask Policy for more information.

Do children need to wear a mask? 

This all depends on their age and where they’re travelling to and from. Please read our Face Mask Policy for more information.

Are there any other health checks I need to be aware of? 

From time to time, the health authorities of any country may choose to carry out random medical screening of arriving or departing passengers, which can include COVID-19 testing. Although this is rare, any extra checks could just include individuals, or occasionally a full flight. These instances are random and can happen to any customer, on any airline and in any country. As long as you’ve completed all the standard entry procedures for the country you’re arriving into and follow the advice of the local health authorities, you shouldn’t experience any problems if this happens to you. And these checks will be done as quickly as possible. It’s worth checking here before you travel, just in case we have any up-to-date information around this that we can share.

Onboard our planes

Do I have to wear my face mask on the plane? 

Depending on where you’re travelling to and from, you might need to wear a face mask for at least some of your journey. We’ve created our Face Mask Policy so everyone knows exactly what’s expected while travelling with us. Please read it carefully before you travel, as different rules apply to the UK and overseas.

What if I’m exempt from wearing a mask? 

If you’re required to wear a face mask but you’re unable to, you must let us know in advance to be allowed to travel. Please read our Face Mask Policy for more information.

Do children need to wear a mask? 

This all depends on their age and where they’re travelling to and from. Please read our Face Mask Policy for more information.

Will food and drinks be served and will menus be available?  

Good news – all the usual tasty treats in our in-flight menu will still be available to buy onboard. Or you can keep things more contact free by pre-paying for meal deals, sandwiches and toasties here. Our pre-order champagne is still available too, so you can go all out and treat yourself!

Are there any other health checks I need to be aware of? 

From time to time, the health authorities of any country may choose to carry out random medical screening of arriving or departing passengers, which can include COVID-19 testing. Although this is rare, any extra checks could just include individuals, or occasionally a full flight. These instances are random and can happen to any customer, on any airline and in any country. As long as you’ve completed all the standard entry procedures for the country you’re arriving into and follow the advice of the local health authorities, you shouldn’t experience any problems if this happens to you. And these checks will be done as quickly as possible. It’s worth checking here before you travel, just in case we have any up-to-date information around this that we can share.

In resort

Do I need to wear my face mask on holiday? 

Depending on where you’re on holiday, you may have to wear your mask around resort. If you fail to wear a face mask in some destinations, you could face a fine from the local authorities. So you can have a hassle-free time, find out more information about the local guidelines for the destination you’re going to on the FCDO website before you take off.

I’ve booked a hire car, what changes can I expect?   

When you collect your car, you’ll notice things like queue management, social distance signage and protective screens at the rental desks. You might even have a contact-free pick-up and return process where you get paperwork online and use a drop-off point for keys. Our suppliers are also deep cleaning all cars before each new pick-up.  

I’ve got a private transfer, what changes can I expect? 

When you go to meet your private transfer, you’ll notice things like queue management and social distance signage. Your driver will have to comply with any local guidelines on wearing protective equipment such as face masks and gloves. And all vehicles will be cleaned after every use, plus deep cleaned at the end of each day. And remember, you must keep your face mask on throughout the whole journey.

Will I still be able to book excursions? 

Yes, although some destinations will have a limited number of excursions to book. If you have a booking, you can see what excursions are available to book by logging in to Manage My Booking.

What can I expect on the transfer coach?

You’ll need to keep your face mask on for the whole journey. All our coaches are cleaned after each journey and given an extra deep clean at the end of each day. Where local restrictions on coach capacity apply, we’ll be following the rules. Although to safely control the flow of people at the airport and get everyone to their accommodation swiftly and smoothly, some of our transfers may be full. So, it’s important to try and minimise your contact with other people and surfaces as much as possible.

What can I expect in bars, restaurants and shops when I’m away? 

Every destination has its own local measures in place to keep you safe but be prepared to wear your face mask and sanitise your hands in places like bars, restaurants and shops. There might also be temperature checks, changes to opening times and the way you move around, a limit on numbers of people in places and appointment-only visits. It’s a good plan to do your research before you take off as the guidelines are changing all the time. Find out more information about local guidelines on the FCDO website.

What happens if there is a lockdown in the place where I’m on holiday? 

Don’t worry, we’ll let you know if there’s a lockdown where you are on holiday. And our friendly team of Customer Helpers will be there to support you and let you know the next steps to take. They’ll still be visiting the majority of hotels anyway, so check the noticeboard or information book to find out the details. You can also contact our team around the clock on our 24/7 helpline. 

Will I need proof of vaccination to enter public places while I’m away?

This will depend on the destination you’re travelling to. Some will ask you to show proof of vaccination when visiting public places, such as bars, restaurants and museums – this is decided by governments abroad. Make sure you check the FCDO website before you’re due to depart for all the latest official information.

At your hotel

Do I need to wear a face mask at my hotel? 

Depending on where you’re on holiday and which hotel you’re staying in, you may have to wear your mask in some of the common areas. There could also be temperature checks in place and hand sanitiser to use. When you first arrive at your hotel, please make sure you find out what policies are in place. You can find out more information about the local guidelines for the destination you are going to on the FCDO website. 

Will Customer Helpers still be visiting hotels?

Yes, our friendly team of Customer Helpers will still be visiting the majority of hotels, so check the noticeboard or information book when you arrive to find out the details. You can also contact our team around the clock on our 24/7 helpline. 

What happens if I catch COVID-19 on holiday? 

If you or any member of your party have any symptoms of COVID-19 or test positive for COVID-19 while on holiday, you must tell your hotel straight away and they’ll talk you through their policy. The hotel’s policy will be in line with the latest official guidance from the local health authorities. Then, please call us on our 24/7 helpline and contact your holiday insurance provider too. 

Will I still be able to use Free Resort Flight Check-in® at my hotel?

No, our Free Resort Flight Check-in® service is currently suspended while our team of Customer Helpers in resort focus on keeping you happy and healthy during your holiday. 

Can I use the spa facilities?

In some hotels, the spa may be closed or there might only be certain areas that are open for you to use. You can also expect pre-bookable appointments to be the new norm so that there’s a limited number of people in the spa area at any one time.  And there could be temperature checks in place and hand sanitiser to use.

Will cots and highchairs be available at my villa? 

It depends, so please let us know at the time of booking if you need a cot and highchair at your villa. And due to COVID-19, extra safety measures have been put in place so you might need to bring your own cot linen. If you need anything extra before you book, please call our friendly UK-based Call Centre on 0800 408 0778. If you've already booked your villa holiday, please call us on 0333 300 0737. If you're staying in a complex or hotel resort villa, you can request cots and highchairs but they aren't guaranteed. Please call 0333 300 0737 to ask for these, but just so you know, there could be a supplement to pay. 

Travelling home

Do I have to wear a face mask when I’m travelling back home? 

Yes, you must wear your face mask on your return transfer and at the airport. Please read our Face Mask Policy carefully before you travel, as different rules apply to the UK and overseas.

What if I’m exempt from wearing a mask? 

If you’re required to wear a face mask but you’re unable to, you must let us know in advance to be allowed to travel. Please read our Face Mask Policy for more information.

Do children need to wear a mask? 

This all depends on their age and where they’re travelling to and from. Please read our Face Mask Policy for more information.
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