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Frequently asked questions

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Top FAQs

Check out our top FAQs in this category or see all of our questions and answers

When do I need to arrive at the airport?

Our check-in desks generally open at least 2 hours 30 minutes before your scheduled departure time – You can view specific airport information here. Please arrive at the airport in good time, as our check-in desks will close 40 minutes before your scheduled departure time. By this point, you must have completed the check-in process

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

Your transfer pick-up time will be available in our app 72 hours before you’re due to head home. You can also find it in the information guide and on our Jet2holidays noticeboard at your hotel 72 hours beforehand too. We’ll also send you a SMS and an email if we have your contact information. 

How do I check in?

You have three options – you can check in:

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.

 

Log in to Manage My Booking

 

At the airports, our check-in desks generally open at least 2 hours 30 minutes before your scheduled departure time – see the check-in opening times at your airport. Please arrive at the airport in good time, as our check-in desks will close 40 minutes before your scheduled departure time. By this point, you must have completed the check-in process.

At some UK airports we offer our handy Twilight Check-in® service, meaning you can drop your bags off at the airport the evening before your departure if your flight’s scheduled before noon.

I'm in resort, how do I speak to someone about my holiday?

In all our resorts (except Jet2CityBreaks) we have an in-resort team of friendly Customer Helpers who live locally and are happy to help you with whatever you need.

They visit selected hotels regularly, so you can check the Jet2holidays noticeboard or information guide at your hotel for times. You can also call our 24/7 Customer Helpline 0044 113 887 0350. You’ll find all the contact information you need in your welcome pack when you arrive on holiday.

Can we combine our luggage allowance into one bag?

You can combine your luggage allowance into one bag, but this bag can only weigh a maximum of 32kg. But each customer has a 22kg luggage allowance included as standard, so there should be no need to combine luggage.

Other FAQs in this category

Asking for help

1. How do I change the duration of my holiday while I’m away?
2. I'm in resort, how do I speak to someone about my holiday?
3. I've left my belongings onboard, who should I contact?
4. What do I do if my baggage has been lost, delayed or damaged?
5. What do I do if I fall ill or have an accident while on holiday?
6. What do I do if I have a lost or stolen item?

At the airport and onboard the plane

1. When do I need to arrive at the airport?
2. Where do I store my e-cigarettes?
3. I have a nut allergy – do you sell nuts onboard?
4. Can I bring my own alcohol to drink onboard?
5. Can I take my own hot food and drinks onboard?
6. Can I use electronic equipment onboard?
7. What happens if one of my party has recently had chicken pox?
8. How do I check in?
9. Can we combine luggage allowance into one bag?
10. Can I breastfeed onboard the plane?
11. What are the restrictions on carriage of dangerous goods and lithium batteries?
12. What is my duty-free allowance onboard?

Car hire

1. If I've got car hire, will I get the exact model displayed while booking?
2. How do I find out about the luggage capacity of my hire car?
3. My hire car was in a bad condition at pick-up, what should I do?
4. Can I request an automatic hire car?
5. Which optional extras are available for my hire car and when do I need to pay for these?
6. What do I need to bring with me to pick up my hire car?
7. Do I need an international driver's licence when I have car hire on holiday?
8. Is it sufficient to show a copy of my driving licence when picking up my hire car?
9. If I have a hire car, will I get driving instructions and information on toll roads?
10. Do I need to generate a DVLA ‘Check Code’ for my hire car?
11. What’s the fuel policy with my car hire?
12. Do I need to leave a deposit at the car rental desk?
13. What do I do if my flight is delayed and I'm going to be late picking up my hire car?

 

Jet2Villas holidays

1. Can we get our hire car delivered to our villa?
2. If I’ve booked a Jet2Villa holiday with car hire included as standard, can I switch to coach transfers?
3. Will cots and highchairs be available at my villa?
4. Will I have a safety deposit box at my villa?
5. Are towels provided at my villa?
6. Is there a cleaning/maid service at my villa?
7. When will pool heating be available at my villa?
8. If my villa has satellite TV, what channels are included?
9. Where will I collect the keys for my villa?
10. How do I find my villa?
11. How often will towels/bedding be changed? 
12. What if I require assistance while I'm away?  
13. Where can I leave my luggage if I have a late flight home?  
14. How often is the pool cleaned?
15. Is Resort Flight Check-in ®available? 
16. Is there a list of local shops/restaurants/hospitals in the villa?   
17. Will bathroom towels be provided?   
18. Will pool towels be provided?    
19. Will there be a hairdryer?    
20. Will there be a welcome pack?    
21. Will there be essential items and cleaning supplies?  
22. Will there be a safe at the villa?    
23. Will there be Wi-Fi? How reliable/strong is the Wi-Fi connection?
24. Will the cot provided have bed linen?      
25. What size will the cot be?    
26. Will there be parking at the villa?    
27. How warm are heated pools? 
28. Can I drink the tap water?   
29. Can friends/family come a stay at the villa if they are not on the booking?    
30. What TV channels will be available at my villa?  
31. How do I find my hire car at the airport?   
32. Can I add extras to my hire car and when/how do I pay for these?    
33. Can I have transfers if I don't want to hire a car?   
34. What do I need to bring with me to pick up my hire car?    
35. Will I be asked to pay a deposit? Or additional insurance costs?   
36. Do I need to leave a deposit at the car rental desk?

Local knowhow

1. How do I book an excursion?
2. Where can I find information about what to do while I'm here?
3. Will I need to pay any local taxes?
4. How will we know where to go when I arrive at my destination?
5. Where should I store my money and valuables during my stay?
6. Will the change in Spanish law regarding air conditioning effect my holiday?

Transfers

1. What time will my transfer pick me up on my way home?
2. What do I do if my transfer doesn't arrive?
3. What do I do if I'm not planning to use my transfers?
4. What is Resort Flight Check-in®?

Asking for help

1. How do I change the duration of my holiday while I’m away?

If you need to change the duration of your trip while you’re away, please call our friendly team on 0044 113 887 0350 who will be happy to help you look into what’s possible. This would be subject to availability at your accommodation and on our flights, plus any extra costs.

2. I'm in resort, how do I speak to someone about my holiday?

In all our resorts (except Jet2CityBreaks) we have an in-resort team of friendly Customer Helpers who live locally and are happy to help you with whatever you need.

They visit selected hotels regularly, so you can check the Jet2holidays noticeboard or information guide at your hotel for times. You can also call our 24/7 Customer Helpline 0044 113 887 0350. You’ll find all the contact information you need in your welcome pack when you arrive on holiday.


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

Please take care of your personal belongings at all times, as retrieving lost items can be a complex process. We are not responsible for tracing your lost property and respectfully ask that you contact the local airport teams directly.

Any items found at the airport will generally be handed to the airport’s lost property department, or in the case of documents, to the airport police. Please contact the airport’s lost property office yourself – you can find their contact details by visiting the relevant airport’s website.

Should our Cabin Crew find anything on board an aircraft during the turnaround, it will be handed to a member of Ground Crew. Please see a member of our team on arrival, who will be able to assist you further. If you aren’t able to speak to a member of our team, you can contact us about your lost property query here.


4. What do I do if my baggage has been lost, delayed or damaged?

If you experience any loss, damage or delay to your baggage, you must tell our team straight away. Please make sure that you complete a Property Irregularity Report (PIR) before leaving the airport, as without this document our Customer Services team may not be able to process your claim. You will also need to keep a copy of the completed PIR.

Delayed/Lost baggage

Once you've completed your PIR, you can check the status of your baggage.

We’ll also update you by text message, so please give our Customer Helpers a mobile number when you complete your PIR.

We’d like to reassure you that once we’ve located your bag, we’ll deliver it to you at your hotel or home address. Our appointed courier company will contact you directly to arrange the best delivery time for you.

It may take a little time to locate your bag. However, if for any reason you feel you’ve not received enough communication from us, please email LostBaggage@jet2.com and one of our team will get back to you as soon as possible.

Damaged baggage

Please remember that your baggage should be strong enough to withstand the baggage handling process, as we're unable to accept responsibility for damage to bags that weren't fit for purpose. Scratches, dents and cosmetic damage to the suitcase itself are classed as normal wear and tear, and as such, we can't consider claims for minor damage.

If your suitcase has suffered more substantial damage while in our care, we're happy to offer you monetary compensation. If you're currently in the UK, one of our Customer Helpers at the airport can help you with this process. If you're not in the UK, please contact our Customer Service team (Customer.Service@jet2.com) who will be happy to help.

Baggage claims

Our liability for delayed, lost, and damaged baggage is limited under the Montreal Convention. This simply means that you may prefer to make a claim under your own travel insurance – you can find further details in our Terms and Conditions. Please note that you must send your claim in writing to the address below, as a PIR on its own is not considered to be a claim.

Any claims for delayed or lost baggage must be sent to us in writing within 21 days of your delayed baggage being returned to you, or of you being informed that your baggage has been irretrievably lost. If you wish to make a claim, please send us a copy of your PIR, as well as receipts for any items for which you intend to claim, as explained in our Terms and Conditions.

All claims for damaged baggage must be sent to us in writing within seven days of you completing your PIR, or within seven days of your return flight home, whichever is the greatest. If you wish to make a claim, please send us a copy of your PIR, photographic evidence of any damaged items, and receipts for any items for which you intend to claim, as explained in our Terms and Conditions.

Email: Customer.Service@jet2.com

Write: Baggage Claims Team
           PO Box 284
           Leeds
           LS11 1GE
           United Kingdom

We aim to respond to you within 28 days.

Please note that we will not accept liability for valuable items (e.g. jewellery, cameras, laptops, cash, electrical equipment, and documents) contained within any checked-in hold baggage as these items must be carried in your hand luggage in the cabin. The limits of our liability in relation to baggage are described in detail in our Terms and Conditions. Under international convention, any payment that we’re liable to pay for lost or damaged items is limited. This is why we strongly recommend that you take out comprehensive travel insurance. We suggest that you try to make a claim with your travel insurer first as they are more likely to offer a higher level of compensation than us.


5. What do I do if I fall ill or have an accident while on holiday?

If you need urgent medical attention, you must first go to a doctor or hospital.

Then you need to contact your Customer Helper in resort or call our 24/7 Customer Helpline on 0044 113 887 0350 for further support on what to do next.


6. What do I do if I have a lost or stolen item?

You can contact your Customer Helper in resort or call our 24/7 Customer Helpline on 0044 113 887 0350 for further support on what to do next.

At the airport and onboard the plane

1. When do I need to arrive at the airport?

Our check-in desks generally open at least 2 hours 30 minutes before your scheduled departure time – You can view specific airport information here. Please arrive at the airport in good time, as our check-in desks will close 40 minutes before your scheduled departure time. By this point, you must have completed the check-in process.

2. Where do I store my e-cigarettes?

In accordance to safety regulations, you must carry any e-cigarettes in the cabin or in your hand luggage, and not in your checked baggage. But e-cigarettes are not allowed to be used during the flight.

3. I have a nut allergy – do you sell nuts onboard?


Jet2.com no longer serve nut-based products onboard, but we can’t guarantee that other customers won’t bring their own nut products. However, if Cabin Crew are made aware of a nut allergy sufferer, they will announce to passengers at the beginning of the flight that there’s someone on the plane with a nut allergy. They will also tell customers not to eat any nut-based food during the flight. If you have a nut allergy, please let us know at the time of booking and let the Cabin Crew know when boarding your flight.

Severe Allergies

If you have any severe allergy, please make our team aware of this at the time of booking and also mention this to the Cabin Crew on boarding the aircraft. If you want to clean your seating area, our Cabin Crew can provide wipes – please don’t bring your own. If you carry medication for a severe allergy, such as an EpiPen, it is very important that you bring this with you on board the aircraft. If we are made aware of a severe allergy and you are not carrying your required medication, you may be refused travel.


4. Can I bring my own alcohol to drink onboard?

No, you can’t bring your own alcohol onboard to drink while on the plane. Only alcoholic drinks bought onboard can be consumed during your flight. And we reserve the right to serve alcoholic drinks at our absolute discretion.

5. Can I take my own hot food and drinks onboard?

No, you can’t bring hot food or hot drinks onboard our planes for safety reasons. However, we offer a great selection of meal deals and hot and cold sandwiches that can be pre-purchased in Manage My Booking. You can also see our in-flight menu here

 

Log in to Manage My Booking


6. Can I use electronic equipment onboard?

You can use all handheld electronic devices and Bluetooth gadgets, such as headphones, throughout the flight, as long as they're switched to flight mode while onboard.

Larger gadgets, such as laptops, must be switched off and put away for take-off and landing. If there are any changes to this, the Captain or our Cabin Crew will let you know.


7. What happens if one of my party has recently had chicken pox?

For the safety of all our customers, at least seven days must have passed since the first spots appeared, with no others forming, before we can consider carrying anyone with chicken pox.

We also need a Fit to Fly certificate from your doctor to confirm this.


8. How do I check in?

You have three options – you can check in:

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.

Log in to Manage My Booking

At the airports, our check-in desks generally open at least 2 hours 30 minutes before your scheduled departure time – see the check-in opening times at your airport. Please arrive at the airport in good time, as our check-in desks will close 40 minutes before your scheduled departure time. By this point, you must have completed the check-in process.

At some UK airports we offer our handy Twilight Check-in® service, meaning you can drop your bags off at the airport the evening before your departure if your flight’s scheduled before noon.


9. Can we combine our luggage allowance into one bag?

You can combine your luggage allowance into one bag, but this bag can only weigh a maximum of 32kg. But each customer has a 22kg luggage allowance included as standard, so there should be no need to combine luggage.

10. Can I breastfeed onboard the plane?

Jet2.com is a family friendly airline and we welcome mothers to breastfeed onboard at any time during the flight, including during take-off and landing. Both mother and baby must continue to observe the seatbelt sign.

If you need a blanket for some privacy, please bring this with you or speak to a member of our cabin crew who can offer a seat in the galley.


11. What are the restrictions on carriage of dangerous goods and lithium batteries?


Dangerous Goods 

Many common travel items contain substances which make them unsuitable for carriage by air, or which mean there are certain restrictions surrounding their carriage. Find out more about dangerous goods 

Jet2.com also have the following operator restrictions on the carriage of Dangerous Goods: 

  • Jet2.com does not accept Cargo shipments 
  • When carried by customers, lithium ion batteries, lithium metal batteries, and power banks that do not clearly state the watt-hour rating or lithium metal content, or where the watt-hour rating cannot easily be otherwise ascertained, are forbidden 
  • Small vehicles powered by lithium batteries, such as balance wheel, air wheel, solo wheel, hoverboards, bikes, etc., are forbidden to be transported in passenger luggage as checked or carry-on baggage 

Failure to comply with Dangerous Goods restrictions is a criminal offence. 

Items Containing Lithium Batteries 

Your safety is our priority when travelling with us, and we would therefore like to draw your attention to the below requirements when travelling with items containing lithium batteries: 

  • Personal Electronic Devices (PEDs) containing lithium batteries, such as laptops, tablets, and e-readers, must be carried in the cabin and have a watt-hour rating of 160Wh or less. For PEDs where the watt-hour rating of the battery exceeds 100Wh but are less than 160Wh, approval must be granted by Jet2.com prior to travel 
  • E-cigarettes may be carried in cabin baggage providing they are individually protected, however these are prohibited to be used onboard our aircraft and within airports (unless in designated smoking areas) 
  • Power banks are permitted onboard as cabin baggage and may be used during your flight, however these must not exceed 100Wh. When not in use, exposed terminals must be individually protected to prevent short circuit 
  • Damaged Personal Electronic Devices (PEDs), including power banks and lithium batteries / cells, are forbidden from carriage in all circumstances 
  • A maximum of 15 PEDs per person may be carried 

 


12. What is my duty-free allowance onboard?

Our Cabin Crew will be delighted to offer you a fantastic range of tax and duty-free products from our Jet2shop, including fragrances, aftershave, skincare, make-up, jewellery, watches and gifts.

Take a sneak peek at our latest products now.

Your duty-free allowance


EU countries and Northern Ireland:

  • 1 litre of spirits for passengers aged 18 and over
  • 200 cigarettes or 250g of tobacco for passengers aged 18 and over
  • Fragrances and gifts items to the value of €430 (EU Countries) or £390 (Northern Ireland)

When returning to Great Britain

  • 4 litres of spirits for passengers aged 18 and over
  • 200 cigarettes or 250g of tobacco for passengers aged 18 and over
  • Fragrances and gifts items up to the value of £390

On Belfast International Airport flights to and from the EU:

  • We’re unable to offer a duty-free service onboard these flights.

People under 18 years of age are not allowed to bring alcohol or tobacco into the UK.

Jet2holidays advises all passengers to check customs allowances prior to departure.

 


Car hire

1. If I've got car hire, will I get the exact model displayed while booking?

We can’t guarantee this, as it depends on what the car hire provider has available. If you don’t get the same make/model, you'll get a similar car with enough space for the same number of passengers and luggage capacity.

2. How do I find out about the luggage capacity of my hire car?

It’s clearly shown on a suitcase symbol when you’re choosing your car.

3. My hire car was in a bad condition at pick-up, what should I do?

It’s best to fully check your car as soon as you collect it, as any damages could affect your excess. Report any issues to the rental desk before leaving the car park