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You’ll receive an email from us shortly with your case reference number. To help us investigate, and for us to be able to resolve your issue at the earliest opportunity, if you have any evidence to support your claim, such as photos or videos, please reply to that email with your evidence attached, so we can update your case.

We may need to investigate your feedback with our partners to get the right resolution for you, but we’ll always aim to get back to you with a reply within 28 days.

If we need longer than 28 days to investigate before we’re able to respond, we’ll keep you updated by sending you a weekly email, so please look out for this in your inbox.

Jet2 Customer Service team.