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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

Are your flights/holidays still operating?

We're happy to say our flights and holidays have now restarted. Our teams both in the UK and overseas can’t wait to welcome you back – we’re excited to give you the holiday you deserve!

To help you book and travel with confidence, we’ve created our Traffic Light Update, which you can read more about here.

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. Please visit our website seven days before you’re due to depart, when we’ll have all the latest official information. 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.

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.

What happens if I have to self-isolate due to NHS Test and Trace?

If you’ve got a holiday booked but have to self-isolate due to NHS Test and Trace, you can amend your holiday admin fee-free to a later date. Please get in touch with our Customer Service team on 0333 300 0737 and one of our friendly advisors will be able to help you amend your booking. Please note, we’re currently experiencing a lot of calls right now so wait times may be longer than normal. If you wish to cancel your holiday, this will be in line with our normal terms and conditions.

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 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 seven 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.
  •  

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 seven days before you’re due to depart and take any action then.

Traffic Light Update

Which countries are on which list?

The UK Government has created a Traffic Light system that rates countries as red, amber or green for COVID-19.

Following the UK Government update on 17 September 2021, our destinations are currently on the following lists – please note, destinations can be moved between lists if conditions change. We’ll review our programme and policies in line with future announcements. Our last review date was 17 September 2021.

Green List and Common Travel Area destinations Amber List destinations Red List destinations
  • Austria
  • Iceland
  • Germany
  • Jersey*
  • Malta
  • Madeira
  • Croatia
  • Malta
  • Bulgaria
  • Switzerland
  • Balearic Islands
  • Canary Islands
  • Cyprus
  • Czech Republic
  • Denmark
  • France
  • Greece (including islands)
  • Hungary
  • Italy
  • Netherlands
  • Poland
  • Portugal (including the Algarve)
  • Spain
  • Turkey
  • Montenegro

*As Jersey is part of the Common Travel Area, the UK Government’s Traffic Light system doesn’t apply – but some local restrictions may apply which you can see on our travel requirements page seven days before your departure date.

What are the travel requirements for each list? 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 seven days before you’re due to depart for all the latest official information.

How and when will you know about changes to the Traffic Light system?

Currently, the UK Government has committed to reviewing the Traffic Light ‘status’ of overseas destinations every three weeks. We’ll review our programme and policies in line with that timetable. Our last review date was 17 September 2021 and we’ll review again in line with future announcements. As the UK Government has previously decided not to give us advance notice of any changes to the entry requirements from different countries, please bear with us as we need to take time to consider any changes to our programme and policies.

How much notice will we get about which destination is on which list?

The UK Government last provided an update on 17 September 2021 and has currently committed to reviewing the Traffic Light ‘status’ of overseas destinations every three weeks. We’ll review our programme and policies in line with that timetable. Our last review date was 17 September 2021 and we’ll review again in line with future announcements. As the UK Government has previously decided not to give us advance notice of any changes to the entry requirements from different countries, please bear with us as we need to take time to consider any changes to our programme and policies.

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 seven days before you’re due to depart.

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

Yes, everyone needs to wear a face mask at all times while at the airport, onboard your flights and on your transfers to and from the airport, apart from children under six years old and people that can’t wear a mask for medical reasons. . If you’re unable to wear a mask, you must let us know in advance to be allowed to travel. If you fail to wear a face mask without our agreement, you’ll not be allowed to board your flight. For more information, please read our Face Mask Policy here.

What if I’m exempt from wearing a mask? 

As part of our Face Mask Policy, if you’re unable to wear a mask, you must let us know in advance to be allowed to travel. Before you go, please provide proof of your exemption to our Special Assistance team on 0800 408 5591, so that we can authorise your travel. We’ll ask you for specific medical evidence to confirm this, as we don’t accept downloaded exemption cards or lanyards as proof of exemption. 

Rules around those that can’t wear masks may vary abroad too. For destination specific information including transfers, hotels and resorts, check the local guidance in the country you’re visiting on the FCDO website. 

Do children need to wear a mask? 

Yes, as per our Face Mask Policy, anyone aged six years and over is required to wear a mask inside the airport and onboard our flights. Children under six don’t have to wear a mask. However, there may be additional restrictions in some destinations, so please check the FCDO website for more information.

Where are you getting your advice from for all the new 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. 

Are there any requirements for returning to the UK?

Yes there are several requirements for returning to the UK that you must complete, including filling out forms and providing a negative COVID-19 test result. Find out more information here.

Will I have to wear gloves? 

No, you don’t have to wear gloves when travelling with us. The latest official guidelines advise that the best way to protect your hands is to limit what you touch and wash them regularly. However, please check the government website for the latest advice before you take off. 

Will Jet2insurance cover me if I get ill with COVID-19? 

If you bought a Jet2insurance policy on or after 9 April 2020, you’re covered 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. If you bought insurance with us before 9 April 2020, please check your policy for further details. 

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

Will Jet2insurance cover me if Foreign Office (FCDO) travel advice changes due to COVID-19 while I’m abroad? 

Yes. With our single trip policies bought on or after 9 April 2020, you’re covered if the Foreign Office (FCDO) advises against travel to the destination you’re in due to COVID-19. You can continue your trip knowing that your policy will still be valid and offer you cover.

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.

Can I still use Twilight Check-in? 

No, our Twilight Check-in service is currently suspended while our team of Customer Helpers at our airports focus on making sure you have a safe and smooth journey.

How will you get in touch with me if there are any changes before I go?

We’ll let you know by email or text, so it’s really important to make sure we have your most up-to-date contact details. You can check that’s the case by logging in to Manage My Booking, heading to the “More” section on the menu and selecting “Amend details”. If you need to update your email address or phone number, you can do it there and then on screen.

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? 

Yes, everyone needs to wear a face mask in the airport at all times, apart from children under six years old and people that can’t wear a mask for medical reasons. If you’re unable to wear a mask, you must let us know in advance to be allowed to travel. If you fail to wear a face mask without our agreement, you’ll not be allowed to board your flight. For more information, please read our Face Mask Policy here.

What if I’m exempt from wearing a mask? 

As part of our Face Mask Policy, if you’re unable to wear a mask, you must let us know in advance to be allowed to travel. Before you go, please provide proof of your exemption to our Special Assistance team on 0800 408 5591, so that we can authorise your travel. We’ll ask you for specific medical evidence to confirm this, as we don’t accept downloaded exemption cards or lanyards as proof of exemption. 

Rules around those that can’t wear masks may vary abroad too. For destination specific information including transfers, hotels and resorts, check the local guidance in the country you’re visiting on the FCDO website. 

Do children need to wear a mask? 

 Yes, as per our Face Mask Policy, anyone aged six years and over is required to wear a mask inside the airport and onboard our flights. Children under six don’t have to wear a mask. However, there may be additional restrictions in some destinations so please check the FCDO website for more information.

What time do I have to arrive at check-in? 

It’s a good idea to arrive a little earlier than usual in case there are extra safety measures in place as you enter the airport. Take a look at the latest information on your departure airport’s website before you set off. 

Can I take my hand luggage onboard? 

Yes, you can still take your usual 10kg hand luggage onboard. But we can check your hand luggage into the hold for free if you like – that way we’ll keep things as contact-free as possible on the plane. As our Cabin Crew will be giving you as much space as possible, if you take your hand luggage onboard, they won’t be able to help you put it in the overhead lockers for now. 

What social distancing measures will there be at check-in? 

There’ll be clear signage showing you where to keep your distance from others when queuing. At the check-in desks, we’ve also fitted protective screens for your safety. And our friendly team will still be around to help, but they’ll give you plenty of space to keep you safe. 

What social distancing measures will there be at security?  

It depends which airport you’re flying from, so it’s worth familiarising yourself with what to expect by checking your departure airport’s website before you travel. But expect to see things like changes to the way you queue or going through security checks in smaller groups. 

Will airport facilities be open? 

Most of the airport’s usual facilities should be open, but it’s best to check your departure airport’s website for the latest updates on exactly what’s what. Don’t worry if they’re not open though, we’re still offering our famous onboard service where we’ll serve you at your seat and you can treat yourself to our tasty menu and tax-free treats.

Can I still take my pushchair to the plane? 

Yes, you can take your child’s collapsible pushchair to the steps of the plane where our team will put it into the hold as normal. Remember, it must weigh less than 10kg. 

How do you handle boarding and leaving the plane? 

You’ll board the plane in smaller groups to reduce close contact with other people as much as possible. That means rather than queueing, you can sit back and relax until your group is called up. At the boarding gate, everyone will have to show their own passport and boarding pass. You’ll also need to lift your face mask so we can check it’s you and then you’ll scan your own pass to keep things touch-free. To help give everyone a bit of space when getting off the plane, you’ll leave row by row. You must stay seated with your face mask on until we ask your row to stand up and leave. 

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? 

Yes, you need to keep your face mask on throughout the whole flight but you can take it off temporarily so that you can eat and drink comfortably. Just be careful your mask doesn’t touch any surfaces when you take it off. Remember, everyone needs to wear a face mask apart from children under six years old and people that can’t wear a mask for medical reasons. . If you’re unable to wear a mask, you must let us know in advance to be allowed to travel. If you fail to wear a face mask without our agreement, you’ll not be allowed to board your flight. For more information, please read our Face Mask Policy here.

What if I’m exempt from wearing a mask? 

As part of our Face Mask Policy, if you’re unable to wear a mask, you must let us know in advance to be allowed to travel. Before you go, please provide proof of your exemption to our Special Assistance team on 0800 408 5591, so that we can authorise your travel. We’ll ask you for specific medical evidence to confirm this, as we don’t accept downloaded exemption cards or lanyards as proof of exemption. 

Rules around those that can’t wear masks may vary abroad too. For destination specific information including transfers, hotels and resorts, check the local guidance in the country you’re visiting on the FCDO website. 

Do children need to wear a mask? 

Yes, as per our Face Mask Policy, anyone aged six years and over is required to wear a mask inside the airport and onboard our flights. Children under six don’t have to wear a mask. However, there may be additional restrictions in some destinations so please check the FCDO website for more information.

Can I use the toilets onboard? 

Yes, the toilets will be open to use as normal. All we ask now is that you wait safely in your seat until one’s free rather than queuing in the aisles. To make it clear onboard, we’ve added extra signage to stop queuing. If you need any special assistance, just ask one of our friendly Cabin Crew who’ll be happy to help.

How do I keep a safe distance from people on the plane? 

We’ll ask you to stay in your seat as much as possible, as some of our flights might be full. Please avoid queuing in the aisles and use contactless payment if you can. Our Cabin Crew want to give you as much space as possible too, so they won’t be able to help you put things in the overhead lockers. Everyone must wear a face mask throughout the whole flight, including our Cabin Crew.

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. You’ll be able to choose onboard or you can keep things more contact free by pre-paying for your in-flight food before you take off. You can add meals to your booking here. Our pre-order champagne is still available too so you can go all out and treat yourself!

Will baby bottle and food warming facilities still be available?   

Yes, you can still ask our friendly Cabin Crew to warm your baby’s bottle and food for you as normal. Our crew will be washing their hands regularly anyway, but they’ll wash them again just before handling your baby’s bottle and food. 

How do you keep the planes clean? 

Every one of our planes is disinfected nose to tail by a professional aircraft cleaning company every day. On top of this, we regularly use a process called fogging, where we deep clean our planes with a long-lasting antiviral and antibacterial spray to make sure every surface is sanitised. And they’re all kitted out with HEPA air filtration systems like those used in surgical theatres. When the planes are in action, these filters keep the air fresh and bacteria-free by removing 99.97% of viruses every few minutes. 

Can I pay in cash?

We’d prefer to keep things cleaner and touch-free with contactless payments onboard where we can, but we do take cash when that’s not possible. You can use contactless to pay for any transactions up to £45. For anything more than £45, you can still use your card but you’ll have to insert it into the machine and enter your pin number instead.

What if I’m worried onboard?

If you feel worried onboard, listen out carefully for our announcements as our friendly Cabin Crew will guide you through the latest safety measures and what to expect throughout your flight. Don’t worry, our crew will be there for you every step of the way.

How do I keep my hands clean onboard?

Our onboard toilets will be stocked up with soap, but it would be handy to bring your own bottle of hand sanitiser so you can keep your hands clean on the go – please just make sure it’s less than 100ml.

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. 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. And remember, if you’re unable to wear a mask, you must let us know in advance to be allowed to travel. For more information, please read our Face Mask Policy here.

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. 

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, at the airport, on the plane and right until you exit your UK airport. Please remember, everyone needs to wear a face mask at all times while travelling, apart from children under six years old and people that can’t wear a mask for medical reasons. If you’re unable to wear a mask, you must let us know in advance to be allowed to travel. If you fail to wear a face mask without our agreement, you’ll not be allowed to board your flight. For more information, please read Full Face Mask policy here.

What if I’m exempt from wearing a mask? 

As part of Face Mask Policy, if you’re unable to wear a mask, you must let us know in advance to be allowed to travel. Before you go, please provide proof of your exemption to our Special Assistance team on 0800 408 5591, so that we can authorise your travel. We’ll ask you for specific medical evidence to confirm this, as we don’t accept downloaded exemption cards or lanyards as proof of exemption. 

Rules around those that can’t wear masks may vary abroad too. For destination specific information including transfers, hotels and resorts, check the local guidance in the country you’re visiting on the FCDO website. 

Do children need to wear a mask? 

Yes, as per our Face Mask Policy, anyone aged six years and over is required to wear a mask inside the airport and onboard our flights. Children under six don’t have to wear a mask. However, there may be additional restrictions in some destinations so please check the FCDO website for more information.

Are there any requirements for returning to the UK?

Yes there are several requirements for returning to the UK that you must complete, including filling out forms and providing a negative COVID-19 test result. Find out more information here.

Important information before you travel

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