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?
Driving abroad
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?
Can I make a booking for an infant before it’s been born?

What is a package holiday?

The holidays which are sold by Jet2holidays are package holidays comprising two or more travel services which are sold for the purpose of the same holiday in accordance with the definition of a package under the Package Travel and Linked Travel Arrangements Regulations 2018. This means that your holiday will be financially protected and you will benefit from the protections provided under the Package Travel and Linked Travel Arrangements Regulations 2018. Please refer to our Terms and Conditions for more information.

How and when do I get my tickets?

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.

Do you require middle names on my travel documents?

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.

What if I have special requirements or a medical condition?

We'll 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 by completing this form.

Can I take my wheelchair and/or mobility aids onboard the plane?

If you or any of your party are in need of assistance throughout your journey, we’re here to help. We offer three main levels of mobility assistance from:

• Check-in to the top of the airbridge/bottom of the plane steps (WCHR)
• Check-in to the door of the plane (WCHS)
• Check-in directly to your seat in the cabin (WCHC)

We generally rely on specialist third parties to provide mobility assistance at airports, who are often appointed by airport authorities. It’s important we’re made aware of your requirements at least 48 hours in advance of travel, so we can make sure you’re provided with the right level of assistance.

You can find more special assistance information on each airport’s individual website, or when you visit our airport information pages.

Booking assistance

You can book mobility assistance by completing this form. Please note that our online booking system has a limited number of mobility places per flight. If all the online mobility assistance places have been taken, a member of our team will be in touch.

Travelling with mobility equipment

We’ll carry up to two pieces of mobility equipment per person free of charge in the plane hold, as long as there’s available space. If your mobility equipment is worth more than £1,100, please make sure you’ve taken out suitable insurance as an airline’s liability is limited by the Montreal Convention.

To help us safely store your equipment onboard, please give us all the relevant information as soon as you can by filling out this form at least 48 hours before you travel.

Travelling with a manual wheelchair

If your device has a power pack, battery or is powered in any way, please see the section below, ‘Travelling with an electric mobility device’.

Manual wheelchairs must collapse to 81cm high or less to fit through the plane hold doors. If you’re carrying a manual aid that weighs over 32kg, please let our Special Assistance team know when you book.

Travelling with an electric mobility device

We can only carry battery-powered mobility devices if your mobility is restricted by either your disability, health, age or a temporary mobility problem. Due to the size of our plane, all devices must reduce in height to 81cm high or less to fit through the plane hold doors. We can only carry a maximum of three powered mobility devices on a single flight, which will be accepted on a first come first served basis. 

We’ll accept electric mobility devices containing non-spillable sealed lead acid (SLA/dry cell/gel cell) or lithium batteries. The carriage of wet cell batteries will be considered on a case by case basis.

Due to the variety of devices available, it’s essential that you give us the correct information about your device at least 48 hours before travel. Please complete this form with the following:

• Make and model of motorised device - if your mobility device is a manual wheelchair with a separate battery pack, please provide us with the make and model of the battery pack
• Type of battery
• Number of batteries used to operate your device
• Number of spare batteries
• The weight of your device in kilograms
• Dimensions in centimetres (max. height when reduced 81cm)
• Instructions on how to switch off and make your device safe for flight
• Instructions on how to collapse it to 81cm or less (if applicable)

Electrical circuits must be inhibited to stop accidental operation – how you do this can vary by device. Some have a key that 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 during a flight by accidental movement of baggage or cargo, so further steps may be needed 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.

The battery terminals of current models of electric mobility devices tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries don’t necessarily need to be disconnected because if it isn’t done correctly, it could increase the risk of fire. On other models where the terminals are exposed, you may need to insulate battery terminals, e.g. with electrical insulating tape.

You need to make your mobility device safe before your flight, as we’re not obliged to. Once we’re happy that it has been, we’ll load it onto the plane. If we’re not satisfied that it has been made safe, we won’t be able to store your mobility device onboard. Other factors which could stop the carriage of an electric mobility aid include the dimensions exceeding the cargo door dimensions, the tare (unladen) weight exceeding the plane loading limitations or insufficient space being available on the plane at the time of booking.

Please note that there are restrictions surrounding the carriage of batteries, the most important of which are summarised below:

Please contact our Special Assistance team for advice on the carriage of wet cell batteries.

While we’ll take great care with your device, please note that we have limited liability (approximately £1,100) for carrying electronic mobility devices. For that reason, if your device is worth more than £1,100, please make sure you’ve taken out suitable insurance that covers any damage to your device while travelling. You can find this by doing an internet search for ‘mobility device insurance’.

Travelling with a CPAP machine

If you’re travelling with a Continuous Positive Airway Pressure (CPAP) machine, you can travel with this in addition to your standard hand baggage allowance, free of charge. When travelling, please make sure you bring along a copy of your manual or a letter from your GP.

What happens if I need an adapted room/transfer?

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.

Can I bring medical syringes onboard?

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.

Do I receive a luggage allowance for my infant?

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.

Can I carry baby supplies?

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.

Can I take a car seat, pushchair and/or travel cot?

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.

How can I be sure where my party are seated?

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

Do you offer extra leg room seats?

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).

Can I book accommodation only?

Jet2holidays do not provide accommodation only bookings.

What is my hand baggage allowance?

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.

Subject to availability, you can pre-book Guaranteed Cabin Luggage for an extra charge, and if you have purchased this service, you will not be asked to put your hand baggage in the hold (unless it exceeds the weight and size requirements detailed above or operational requirements apply).

Carriage of e-cigarettes

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.

What is my checked baggage allowance?

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.

Can I take sporting equipment such as golf clubs, ski equipment, snowboards, bicycles and surf boards?

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.

How can I pay my balance?

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.

When will you take my final balance?

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.

Which payment methods are accepted?

You can pay online by using a credit card, debit card, or PayPal (GBP or EUR). Our Call Centre, will accept credit or debit cards, while our airport sales desks will accept credit or debit cards as well as cash in local currency. 

How much deposit is required?

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.

Can expectant mothers fly?

If you're pregnant you can travel with us, but additional conditions may apply depending on the stage and type of your pregnancy. See more details below:

Your fitness to fly certificate must be provided by a doctor or midwife on surgery/hospital headed paper. Alternatively you can download and print our version here.

What identification do I need to travel?

As the UK is no longer part of the European Union, EU countries now require UK passports to be less than ten years old and still be valid for at least three months at the time you're due to leave their country. To check your passport is valid for travel, ask the two questions for each person on your booking (including children) – if the answer is yes, you’re ready to go!

1. On the day you arrive into the EU, will your passport’s “Date of issue” be less than 10 years old?
2. On the day you leave the EU, will your passport have at least three months remaining (based on the “Date of expiry”)?

If you’re travelling to Turkey
If you’re travelling to non-EU destinations like Turkey, the rules may be different, so please check here for further government information.

For more information
Watch our video to find out more about passport validity or take a look at the Foreign, Commonwealth and Development Office’s advice for your destination.

Driving abroad

If you have hired a car, or are planning to drive abroad, please make sure that you have checked the most up to date guidance on the documentation or licence type that you need before you go. Further guidance on licence requirements is available here: https://www.gov.uk/driving-abroad/international-driving-permit

When do I need to buy travel insurance?

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.

What happens if I do not have travel 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.

Disability Harnesses / Support Seats

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.

Medical information form (MEDIF)

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

Doctor’s signature

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.

Special Assistance Team

Please return the completed form to specialassistance@jet2holidays.com and then someone from our Special Assistance Team will get in touch with you.

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.

Medical information form

Adobe Acrobat is required to view the form above, download Adobe Acrobat here

Can Jet2.com supply oxygen on board?

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.

Can I take a portable oxygen concentrator (POC) on board?

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.

Can I make a booking for an infant before it’s been born?

Yes you can. If their name’s unconfirmed, all you need to do is enter the first name as ‘Unborn’ and last name as ‘Baby’. And for the date of birth, simply enter the due date. Just so you know, the minimum age an infant can be accepted is 14 days old. Once the infant’s name and date of birth have been confirmed, contact our Customer Service team on 0333 300 0702 and they’ll be happy to update the details to match the passport free of charge.

Before you travel

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 3 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?

Checking in

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?

Mobile boarding passes

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?

Baggage & Mobility Assistance

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?

Cancellations and amendments

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?

Before you travel

Why has the price of my holiday gone down since I booked?

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.

I travel soon and I have not received my travel documents.

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.

Why is it asking me for a reference beginning with the number 3 when I try to log on to Manage My Booking?

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 3 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.

How will I receive my vouchers?

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.

How will I receive my vouchers if I do not have a printer?

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.

Checking in

When can I check in?

You can check in via our app or website 28 days before departure or at the airport two hours before your scheduled departure free of charge.

Find out how to check in online

Watch our helpful video to see how easy it is to check in online using your desktop, tablet, smartphone or our app. We also have some handy tips on adding Holiday Essentials and getting your boarding passes.

How do I check in?

You have three options – you can check in either:

• On our website
• On our app
• At the airport

If you’re checking in via our website or app, go to Manage My Booking and log in using your booking reference. Select ‘Check in’ and follow the instructions. Watch our helpful video to see how easy it is to check in using our website and app. We also have some handy tips on adding Holiday Essentials and getting your boarding passes.

Can I check in online if I’m travelling with an infant?

Yes, if you’re travelling with an infant, you can check in online.

Why can’t I check in online?

There are a few reasons why you might not be able to check in online:

• Additional sporting equipment: If you have added any additional sporting equipment such as golf clubs or ski equipment to your booking, you’ll need to check in at the airport with these items.
• Wheelchair assistance: If you have added wheelchair assistance to your booking, you’ll need to check in at the airport so that you can confirm your assistance with the staff at the check-in desks.
• Destination dependent: You can’t check in online at some airports, which may be the reason why you can only check in for one way of your booking. These airports are:

• Antalya (AYT)
• Bodrum (BJV)
• Dalaman (DLM)
• Dubrovnik (DBV)
• Izmir (ADB)
• Malta (MLA)
• Split (SPU)

Do I need to provide Advanced Passenger Information (API) before I fly?

We don’t need any passport information before your departure. We’ll get this when you check in.

I have checked in online but can’t print my boarding passes?

Don’t worry – if you don’t have a printer, you can download them to your device instead.

If you’d prefer to print your boarding pass but are experiencing problems, then please contact our Customer Services team on 0333 300 0737. However, before you call, please make sure you have tried the following:

• Installed Adobe Reader on your computer
• Attempted to print the tickets on another computer where possible
• Checked your web browser to make sure pop-up blockers are turned off

What items are prohibited in my baggage?

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:

• Firearms of all types, such as pistols, revolvers, rifles, shotguns
• Toy guns, replicas and imitation firearms capable of being mistaken for real weapons
• Component parts of firearms, excluding telescopic sights
• Compressed air and CO2 guns, such as pistols, pellet guns, rifles and ball bearing guns
• Signal flare pistols and starter pistols
• Bows, cross bows and arrows
• Harpoon guns and spear guns
• Slingshots and catapults

Jet2.com does not carry firearms or sporting weapons on board any flights.

Stunning devices – devices designed specifically to stun or immobilise, including:

• Devices for shocking, such as stun guns, Tasers and stun batons
• Animal stunners and animal killers
• Disabling and incapacitating chemicals, gases and sprays, such as mace, pepper sprays, capsicum sprays, tear gas, acid sprays and animal repellent sprays

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:

• Items designed for chopping, such as axes, hatchets and cleavers
• Ice axes and ice picks
• Razor blades
• Box cutters
• Knives with blades of more than 6 cm
• Scissors with blades of more than 6 cm as measured from the fulcrum
• Martial arts equipment with a sharp point or sharp edge
• Swords and sabres

Workmen’s tools – tools capable of being used either to cause serious injury or to threaten the safety of aircraft, including:

• Crowbars
• Drills and drill bits, including cordless portable power drills
• Saws, including cordless portable power saws
• Blowtorches
• Bolt guns and nail guns

Blunt instruments – objects capable of being used to cause serious injury when used to hit, including:

• Baseball and softball bats
• Clubs and batons, such as billy clubs, blackjacks and night sticks
• Martial arts equipment

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:

• Ammunition
• Blasting caps
• Detonators and fuses
• Replica or imitation explosive devices
• Mines, grenades and other explosive military stores
• Fireworks and other pyrotechnics
• Smoke-generating canisters and smoke-generating cartridges
• Dynamite, gunpowder and plastic explosives.

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:

• Ammunition
• Blasting caps
• Detonators and fuses
• Mines, grenades and other explosive military stores
• Fireworks and other pyrotechnics
• Smoke-generating canisters and smoke-generating cartridges
• Dynamite, gunpowder and plastic explosives

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.

Boarding passes

Can I download my boarding pass to my device?

Yes, you can download boarding passes to your device once you’ve checked in via our website or app. Log in to Manage My Booking, then select ‘Get boarding pass’. From here, you can either get a PDF boarding pass sent to you or save it to your device. No need to print – just show the pass on your screen when you get to the airport. This is available for most destinations, though there are some airports where you’ll have to get your boarding pass from one of our airport check-in desks instead:

• Antalya (AYT)
• Bodrum (BJV)
• Dalaman (DLM)
• Dubrovnik (DBV)
• Izmir (ADB)
• Malta (MLA)
• Split (SPU)

On your return home, as you may already know, we can’t give you a valid UK boarding pass until we’ve seen evidence of your completed UK passenger locator form. But we’ve now made it easier to get. Just follow the simple steps below before your flight to the UK:

1. Check in online
2. Complete the UK passenger locator form in the 48 hours before your flight to the UK
3. Log in to Manage My Booking and enter your UK passenger locator form reference number
4. Download or print your valid boarding pass*

*If you're traveling from Turkey, Malta or Croatia, you'll need to go to the airport check-in desk to get your valid boarding pass.

Does a boarding pass on my device replace a printed boarding pass?

Yes, you don't need both. If you’ve downloaded the mobile-friendly PDF boarding pass or have saved it to your device, we’ll treat this exactly the same as a paper boarding pass. We’ll scan it directly at the bag-drop desk, security, and boarding gates. You’ll also need to show it when you board the aircraft.

Will mobile boarding passes work with my smartphone?

Our 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 pass to Apple Wallet (iOS9+) or Passbook (iOS6+).

Can I use Mobile Boarding Passes in the Jet2holidays app?

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.

Can I get boarding passes on my smart watch?

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 boarding passes that are easy to scan on your smartphone.

How many boarding passes can I save to one device?

To make things simpler, you can save boarding passes for up to eight passengers on one device. If you’re in a larger group, you’ll need to send them to different phones or print them out if you prefer. When using multiple boarding passes per device, please make sure your group stays together at the bag drop, security, gate and when boarding the aircraft.

What happens if I lose my phone or my battery dies?

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 pass.

What happens if my booking changes?

You’ll need to delete your old boarding pass from your device and then check in again to download your new boarding pass.

Can I print out my 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.

Baggage & Mobility Assistance

Do I need to let Jet2holidays know if I am taking golf clubs?

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.

If I need to carry extra baggage due to my medical condition are you able to increase my personal baggage allowance?

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.

If I need to take a bike, scuba diving equipment or other sporting equipment, do I need to advise Jet2holidays?

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.

Can I book mobility assistance online?

Unfortunately we can't allow you to book mobility assistance online. You'll need to fill out this form and a member of the team will be in touch via email or phone to confirm.

Cancellations and amendments

What happens if I wish to cancel my holiday?

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:

If you’ve purchased a policy from Jet2Insurance and need to submit a claim, please visit www.reactiveclaims.com/RegisterClaim.aspx (if you purchased your policy on or after 30 April 2019). If you need any further help, please have your policy number to hand and call Jet2Insurance on 01293 665910 (open Monday-Friday 08:30-18:00 and Saturday 09:00-17:00 UK time).

Can I make changes to my holiday once I have made a booking and what are the charges?

The lead name is permitted to make changes to the booking subject to availability at the time of the change. All names can be changed on a booking. 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.

* 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.

Do I need to call you to make amendments to my booking?

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.

If a member of my party cannot travel, what are my options?

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.

Can I change my seats once I have booked and paid for them?

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.

Can I make requests?

You can make special requests but we can't guarantee we'll be able to fulfil all of them, as special requests are subject to availability. Some hotels also charge extra for rooms with a pool or sea view, so we wouldn't be able to fulfil these special requests. If you want to guarantee this, there may be an option to select a pool or sea view room when you book your holiday. To make a special request after you've booked your holiday, simply log into Manage My Booking.

Which terminal at Manchester Airport will my flight depart from? Which hall do I use to check in?

Manchester Airport terminal changes – as our programme of flights at Manchester Airport gets bigger and better, that means some of our flights will operate at Terminal 1 (T1), while others will operate at Terminal 2 (T2). It’s important you know what terminal you’re travelling from and to, so please read more information here.

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?

Will I need to pay any local taxes?
Can we combine our luggage allowance into one bag?
What time will my transfer pick me up on my way home?
How will we know where to go when we arrive at our destination?
Where should I store my money and valuables during my stay?

When do I need to arrive at the airport?

We recommend that you must check in at least 2 hours before the scheduled flight time.

Do you have Customer Helpers in resort?

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.

I have a nut allergy - do you sell nuts on board?

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 fill out all your details on this form.

Which terminal do you fly from?

Glasgow, Terminal 2
Leeds Bradford, Check-in Hall B
Manchester Airport - all our flights depart from and arrive into Terminal 2 (T2) at Manchester Airport, except flights from Jersey, which land at Terminal 1 (T1).
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
Tenerife, South
Rome Fiumicino, Terminal 3

Will I be charged for checking in at the airport?

For Jet2holidays customers there is no charge for customers checking in at the airport.

What happens if I haven't pre-booked my assistance?

If you need 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 make sure you pre-book to avoid disappointment and disruption to your travel plans. Assistance can be organised by completing this form.

Can I carry medication with me?

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.

Can I bring my own alcohol on board?

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.

Will I need to pay any local taxes?

From 1st January 2018 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 30th), there will be a 75 % 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.

Can we combine our luggage allowance into one bag?

What time will my transfer pick me up on my way home?

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.

How will we know where to go when we arrive at our destination?

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.

Where should I store my money and valuables during my stay?

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've left my belongings onboard, 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?

I booked through a travel agent – can i contact you directly?
I contacted my rep during my holiday – why has no-one contacted me yet?
What happens when my complaint is logged?
How long before I can expect a response?
How will you use my information?
What do I do if I’m unhappy with my response?

I've left my belongings onboard, who should I contact?

Our cabin crew will remind you to make sure you've removed all your 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's found to pass onto the airport's Lost and Found Property department.

If you’ve lost any belongings onboard one of our flights and need to get in touch with us, you can find the number to call by heading to our our airport information page. Select the airport you departed from or arrived at and see the ‘At the airport’ section.

My baggage has been lost or damaged?

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
Jet2holidays
PO Box 284,
Leeds,
LS11 1GE

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.

Do you offer a discount/loyalty scheme for returning customers?

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

I made a purchase on the flight but it is faulty, who do I contact?

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
Jet2holidays
PO Box 284,
Leeds,
LS11 1GE

There was a problem with my holiday

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.

How do I give feedback on my trip?

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 customerservice@jet2holidays.com.

Alternatively, you can write to us at:
Jet2.com & Jet2holidays
Holiday House
PO Box 284
Leeds
LS11 1GE

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.

Is there a phone number for Customer Services?

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.

I booked through a travel agent – can I contact you directly?

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.

I contacted my rep during my holiday – why has no-one contacted me yet?

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.

What happens when my complaint is logged?

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.

How long before I can expect a response?

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.

How will you use my information?

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.

What do I do if I’m unhappy with my response?

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.