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The price of your holiday: The basic holiday cost includes the following: the cost of your holiday accommodation; return flight from the UK to your overseas airport; all current airport taxes, including the Air Passenger Duty (“APD”); coach transfers between the resort airport and your accommodation if stated or car hire if stated for villa products; baggage allowance (if any) as confirmed on your Flight Voucher; payment to the Air Travel Trust Fund as part of the ATOL Protection Contribution ('the APC Sum'); aviation insurance and security charge; and any VAT chargeable (if applicable) on all holidays to countries within the EU.
The basic price of your holiday does NOT include the following which will cost extra: transfers to and from your accommodation if not stated; in-flight meals; sitting together; holiday insurance; any additional charges that hotels or apartments may make for facilities such as cots, minibus services, sun beds, sauna, tennis courts and equipment, porters, excursions, etc.; excess baggage and the transport of any sporting or any other outsize equipment; deposits requested on arrival by some apartment/hotel/villa owners; and any local taxes, levies, dues or similar required by local authorities/airports abroad to be paid personally by every passenger; and any surcharge levied under our standard terms and conditions. Please note, transfers are not included within a Jet2CityBreaks booking
Jet2holidays reserves the right to alter the price of any of the holidays advertised on the website. You will be advised of the current price of the holiday you wish to book prior to receiving your booking confirmation. The lead in price on our website and in our brochures is based on 2 adults sharing, except for: (i) Disney holidays which are based on 2 adults and one child sharing; and (ii) villas, where the price is quoted per person based on the maximum stated occupancy of the relevant villa. Exceeding the maximum number of occupants using the villa for any period of time may result in an over-occupancy charge being levied.
Taxes, levies and charges that may apply to the price of your holiday: All prices of our holidays are subject to a tax known as Air Passenger Duty (“APD”), a duty of excise levied on the carriage from a UK airport of chargeable passengers on chargeable aircraft since 1994. Please visit www.hmrc.gov.uk for further information. If governments or airport authorities impose any increases or additional taxes and charges that will be in effect on the day you travel, Jet2holidays is responsible for collecting these on their behalf. We will notify you by email or by post at least 5 days before debiting your payment card with the increased charges. Please be assured that no payment card fee will be levied in these circumstances. If your payment card is no longer valid, we will contact you by telephone to request your new payment card details.
Managing your flight booking: Your booking confirmation shows your holiday booking reference number, which consists of six to eight numbers followed by a forward slash, a W or S depending on whether it is a winter or summer booking and then the year of travel followed by an H (for example 222222/S19H). Log on to www.Jet2holidays.com and follow the link for “Manage my booking - Check-in Online” on the top right hand side of the page to choose from many extras, and check in online to make your flight even more enjoyable. Please make sure you are using your holiday booking reference from the booking confirmation. You will need passport details for all travelling passengers to check in online. For a small charge, you can select your preferred seats online, including extra leg room seats. We also have the option of seating together where your seats are guaranteed to be together, although these may be separated by an aisle. If this option is not suitable for you then you may want to choose specific seat numbers for you and your party. You can select your preferred seats from the time of booking up until check-in. If you do not wish to choose your seats online before you fly, seats will be allocated on a first come, first served basis either during the online check-in process or at the check-in desk. Please note that, for safety reasons, emergency exit seats are only suitable for able-bodied adults as the occupants may be called upon to assist the crew in the unlikely event of an emergency. We cannot allow children or infants in these seats and children/infants must be seated with their parents or guardians on the flight. Please note that flight crew reserve the right to move anyone they feel is unsuitable to sit in these seats.
Check-in time for flights: Passengers are required to check in a minimum of 2 hours prior to the scheduled departure time of the flight. All flight times are local and in 24 hour clock. We recommend that you recheck your flight times between 1 and 3 days prior to travelling. In the unlikely event of any schedule changes or cancellations, we will notify you using the address provided at the time of making your booking. If you change your contact details, you must notify us quoting your booking reference.Security and Screening at the airport: Passengers will need to present boarding passes and all required travel documents. Passengers must adhere to any health screening, security screening checks or procedures required by government or airport officials, Jet2.com or by us.
Travelling with infants: Infants under the age of 2 years (on the date of departure) must sit on the knee of a paying adult who has responsibility for that infant. As such, two infants could only travel with two adults who are responsible for their welfare etc. Please note that infants do not have their own baggage allowance, or seat on the aircraft. The minimum age for an infant to be carried by Jet2holidays is 14 days after birth, however carriage of very young infants is always strictly at our discretion. For your family’s convenience, subject to local conditions, collapsible pushchairs/buggies may be used up to the aircraft steps/air bridge and can be reclaimed immediately upon disembarkation or at Baggage Reclaim, subject to local conditions.
Travelling with children and minors travelling without an adult: Each booking must have at least one 18 year old (or older) in the party who will take full responsibility for any customers on the booking who are less than 18 years old. Where any customers on a booking are under 18 years old and are not related to any customers on the booking who are 18 or over, each must produce a signed letter of parental consent at departure.
Hand baggage allowance: You are permitted one small piece of hand baggage of not more than 10kg and dimensions not in excess of 56x45x25cm. It is not possible to use your hand baggage allowance against your checked baggage allowance or vice versa. The following items are prohibited from being taken into any aircraft cabin as hand baggage; toys/replica guns, plastic catapults, knives (regardless of length of blade), razor blades, scissors, trade tools, darts, metal cutlery, hypodermic syringes, snooker/pool cues, sports bats, self heating drinks/food, cigarette lighters, firearms, or any other item that, in the opinion of Jet2.com, could be used to endanger the aircraft or any of its passengers.
Subject to availability, you can pre-book Guaranteed Cabin Luggage for an extra charge, when you check in online. 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).
If we require your Guaranteed Cabin Luggage to go into the hold for operational requirements, you can contact Customer Services to arrange a refund for any charges you have paid for this service.
Please be aware that we have been instructed by the UK government to put additional security measures in place on all our flights from Turkey, to the UK. This means that if you’re departing from Antalya, Bodrum, Izmir or Dalaman, you may be subject to additional security screening in addition to airport measures.
Checked in baggage allowance: Baggage allowances may vary depending on the type of holiday you have booked, and are subject to change. When booking through our website your baggage allowance will be shown to you at time of booking. When using our brochure please check at the time of booking. Many Jet2holidays packages provide customers (excluding infants) with 1 piece of checked in baggage included in the holiday price, which is an allowance of 22kg. Up to 2 additional bags, each with 22kg allowance, can be pre-purchased for an additional cost before the day of departure. Some Jet2holidays packages, including City Breaks, provide no checked-in baggage allowance, but instead customers can purchase checked-in baggage of up to 3 bags to a maximum allowance of 66kg (22kg per bag). Subject to availability and at Jet2.com's discretion you may check in excess baggage, which will be subject to an extra charge.
Sporting/outsize equipment: Golf bags and ski equipment - charges are 30.00 GBP/ 40 EUR/ 58CHF/ 1060CZK/ 165PLN per flight for each item up to 20kg. Other outsize items e.g. bicycles, tennis bag & racquets, may be carried for a discretionary charge strictly subject to prior agreement. Alternatively, standard excess baggage charges will apply. You may also need to arrange a private transfer as many of our transfer providers are unable to accept golf bags or other outsize equipment on the transfer coaches. Any private transfer would be at your own cost. Please contact our Pre-Travel Services team to discuss the charges and requirement for golf and other outsize equipment.
Buggies/pushchairs/car seats: Lightweight collapsible pushchairs/buggies and child car seats, up to a combined maximum weight of 10kg may be carried free of charge strictly on a limited release basis. Additional weight will be subject to standard excess baggage charges. No single item may weigh more than 32kg.
Essential items: Please ensure you carry essential medications for the duration of your holiday 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. Customers travelling with babies should take extra supplies of necessary infant items in their hand baggage such as formula milk (subject to airport security restrictions on fluids) and nappies. Baby milk and foods must be tasted by the responsible adult.
Flight delays or diversions: If your outbound or return flight is delayed, we will, wherever reasonably practicable, keep you informed and provide meals and refreshments in a reasonable relation to the waiting time for a delay of 2 hours for flights under 1500km, 3 hours for flights between 1500km and 3000km and 4 hours for all other flights depending on airport facilities. For a delay of over 12 hours or where an overnight stay is necessary we will provide overnight accommodation if possible. If any delay is over 5 hours you are entitled to cancel your flight and receive reimbursement of the flight element of your holiday cost only. This does not extend to any reimbursement of other elements of your holiday cost.
Aircraft and flight time changes: In accordance with EU Regulation 2111/2005 (or UK law equivalent) we are required to advise you of the actual carrier operating your flight. Please note that our main airline is Jet2.com but we may occasionally be obliged to change the type or model of aircraft it operates for a particular flight without advance warning or temporarily supplement its fleet with aircraft operated for its benefit by another airline, in which case you may become subject to that airline’s specific terms and conditions and/or conditions of carriage. Any such change will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be an insignificant change under our Terms and Conditions. Flight times detailed on your booking confirmation may be subject to change and will only be confirmed on your Flight Voucher. We will always do our best to inform you in advance of changes to any of the above circumstances where possible.
Priority Lane Security: Free priority lane security on your outbound journey is included from some UK departure airports when you book an ‘Indulgent Escapes’ holiday. Please check your Flight Voucher for details on whether this service is available from your departure airport, and if so, please visit the Jet2.com customer service desk at your departure airport to collect your pass. Please note that not all UK airports provide this service, or may provide on a seasonal basis only. We reserve the right to withdraw the priority lane security availability at our discretion.
Passports, visas and immigration requirements: Your specific passport, visa and other immigration requirements are your responsibility. We advise that you confirm these with the relevant Embassies and/or Consulates well in advance of booking, to avoid any delays on the day of departure.
British Citizens will need a full 10 year passport to travel to the destinations we feature and are generally required to have 6 months remaining on it after the scheduled date of return. Children are required to have their own passport. The name on your passport must match the name on your ticket, otherwise you may not be able to travel or your travel insurance may become invalid. If you or anyone in your party changes their name, please contact us immediately so that they can reissue you with a new ticket. An amendment fee will be applicable for this service.
For the destinations we operate to within the European Union, please check your passport validity requirements by visiting: www.passport.service.gov.uk/check-a-passport and following the instructions.
For non EU destinations, for example Turkey, New York and Montenegro, please refer to www.gov.uk/foreign-travel-advice and navigate to your destination to find the relevant advice.
For more information in relation to visa and immigration requirements, please refer to www.jet2holidays.com/faqs
We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa and immigration requirements. For further advice in relation to passport and/or visa requirements, we recommend that you also refer to the Foreign, Commonwealth & Development Office (FCDO) website at www.gov.uk/fcdo, or the Passport Service’s website at www.gov.uk/browse/abroad/passports.
Health and medical advice: Health facilities, hygiene and disease risks vary worldwide. You should take health advice about your specific needs as early as possible. Sources of information include the following: https://travelaware.campaign.gov.uk/ ; www.nathnac.net; your GP; or a specialist clinic. Whilst many Western European destinations currently have no compulsory inoculation requirements, advice about destinations can change. Customers travelling to other destinations are recommended to seek advice from the sources mentioned above.
Travel Information: The FCDO Travel Advice Unit may have issued health and/or safety information about your holiday destination. You are advised to check this information by visiting the FCDO website directly: www.gov.uk/fcdo or https://travelaware.campaign.gov.uk or https://www.gov.uk/foreign-travel-advice. The advice on the FCDO website can change so check regularly for updates about your specific holiday destination.
Travel insurance: Jet2holidays offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. The policy is provided by Jet2holidays, who is an appointed representative of ROCK insurance Group. You can purchase a policy online via the link on the “Holiday Essentials” page on our website or by visiting www.jet2insurance.com. As with all travel insurance policies, Jet2insurance contains certain restrictions. In order to qualify for this insurance policy, you must be under the age of 76 at the time of purchase and be a resident of the United Kingdom. This policy offers cover for pre-existing medical conditions, however you must declare them and an increased premium or excess may be required. Please make sure you read the terms and conditions of your policy carefully to make sure the cover is right for you. If you feel the policy isn’t right for your needs and you notify us within 14 days of purchase, we’ll refund the premium to you in full, as long as you haven’t already travelled or made a claim.
Transfers: All of our holidays include a transfer, except: (i) where specifically specified or our City Breaks and some short breaks, which will only include transfers where specifically booked at an extra charge; or (ii) for villas, where car hire is included in the holiday price (unless otherwise stated). Certain holidays may include an “Express Transfer”, where this is included at the time of booking. The transfer times we give you are a rough guide and do not allow for local traffic conditions, or delays to incoming flights. Please be aware that you may have a wait upon arrival at the airport to be transferred to your accommodation. Transfer vehicles will try, wherever possible, to drive up to each hotel. However this may not always be possible due to local restrictions. Please refer to your Transfer Voucher for details of your transfer pick-up point and for instructions on how to reconfirm your return transfer. You may need to arrange a private or adapted (as applicable) transfer if you have golf clubs, a wheelchair or other outsize equipment. Please contact our Pre-Travel Services team to discuss, so you are aware of any extra charges.
Private transfers: With most Jet2holidays you have the option to include a private transfer instead of a coach if you prefer. Private transfers are included as standard with all Indulgent Escapes holidays, unless we specify otherwise. Private transfers for the main will be in a taxi but on occasion a people carrier or minibus may be used. Depending on the number of people in the transfer and availability of vehicles, more than one vehicle may be used for private transfers. You will receive your private transfer voucher as part of your holiday documents 4 weeks before departure, and this details where to meet the local transfer representative in the arrivals hall. Please read the arrival instructions on your local private transfer voucher carefully so that you can find your transport easily and start your holiday as soon as possible. In some cases the voucher will also advise the reconfirmation number for your return transfer which will need to be called at least 24 hours before departure. Please note any stated opening times of the local transfer operator office to ensure you call to re-confirm in plenty of time.
Express transfers: Where your booking includes an ‘Express Transfer’, our Express Transfers take you to and from your hotel. You will be one of the first three stops on arrival, and one of the final three pickups on your departure transfer (although please be aware that in certain circumstances, including due to local traffic conditions, delays to incoming flights and roadworks, we may need to make additional stops). Please note that adding sports equipment to your booking will mean an extra cost on your transfer. The terms under the “Transfers” section above also apply to Express Transfers.
Transfers for children/infants: Please note that infant car seats and/or children’s car booster seats are not provided for any transfers (including private transfers) and must be taken as part of your baggage (at your own cost) Please see the “Buggies/pushchairs/car seats section” above for weight allowances.
You are not permitted to let anyone use your transfer that is not included on the booking for the applicable transfer.
Unless otherwise stated, a compact car is included in the price of your villa holiday. It is your responsibility to ensure that this vehicle will be large enough to transport the travelling party together with their luggage. The luggage capacity is shown by a suitcase symbol when choosing the car. If you need a larger vehicle, you will have the option to upgrade the vehicle at the time of booking at extra cost. The exact make and model of car is not guaranteed but if it is not available, an equivalent will be provided, subject to availability. Further details applicable to car hire and FAQs can be found at www.jet2holidays.com/faqs and full details of the car hire arrangements will be provided to you in advance of travel. In most cases, you will need your credit card (in the name of the lead driver), booking voucher and full driving licence when collecting your car. Car hire is subject to availability and minimum age requirements. Where the driver is outside the age range of 25 – 70, additional charges may apply. Please check your car on collection and in the event of any damage, please report this to the car hire provider immediately so this can be rectified.
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: www.gov.uk/driving-abroad/international-driving-permit.
At Jet2holidays we want all our customers to enjoy their holiday and we will try to meet the needs of those who require assisted travel. However, please note that this may not always be possible.
Assisted travel and medical conditions: If you require assisted travel for you or a member of your party (e.g. use of a wheelchair, recognised assistance dogs, medical or mobility equipment, special seating requests) you must tell us when you book or within 21 days after booking so that we can make sure appropriate arrangements can be made. Failure to notify us in this way may mean that assistance is not available in connection with the flight, accommodation, resorts, transport and/or services. If the assisted travel needs (including use of guide dogs) of customers on the same flight or transport or in the same accommodation, resorts or services create conflicting health issues, we reserve the right to decide how the conflict shall be resolved. To request assisted travel, please complete and submit our Assisted Travel request form on our website at: www.jet2holidays.com/request-special-assistance or for more information, view our FAQ section on Medical and Assisted Travel at www.jet2holidays.com/faqs/i-havent-booked-yet#faqs1-14.
We recognise that everyone’s needs are different, and that air travel can be stressful for some of our customers. Our friendly Customer Helpers have received training on hidden disabilities and if you or a member of your party has any special requirements, please contact our Assisted Travel team before travel.
If you or a member of your party wish to travel with a battery powered mobility aid you must tell us before you book. We will try our utmost with the airline, the accommodation and the relevant transfer supplier to fulfil all your medical requirements. The airline assistance starts from the Jet2.com check–in desk until the baggage reclaim areas at the destination airport, but this will differ depending on the airport you are flying in to.
If you or someone in your party requires assistance from the car park to the check-in desk or from the baggage reclaim area to the car park on your return, this should be booked via the airport, the contact information for which can be found on their websites. If you or someone in your party requires a specific room or certain facilities in the accommodation please inform us in plenty of time and wherever possible before you confirm your holiday, as this will help us to try and meet your needs. In addition, there may be occasions where we determine that it is appropriate for the passenger to be accompanied by a suitable carer.
Carriage of mobility aids: There are height or weight restrictions which apply to mobility equipment (including manual wheelchairs and electronic mobility devices). Please speak with our Assisted Travel Team or visit the FAQ section at www.jet2.com/faqs?topic=medical-and-special-assistance for more information. In any event, only a maximum of three electronic mobility devices are accepted on a single flight, which will be on a first come first serve basis.
Special room requirements: If you have special room requirements, such as adapted rooms, we will request these from our supplier. Please note that these are subject to availability. Where we are unable to accommodate such requests, we will offer you a full cancellation at no cost, or alternative accommodation. Costs may vary for alternative accommodation, so you may need to pay any uplift in cost relating to this.
Fit to fly and fit to travel: It is your responsibility to ensure you are medically fit to travel and fly. Please remember that this covers your whole journey, including the duration of the flight and also the period you may be waiting at, and in transit through, the departure and arrival airports, as well as possible unforeseen delays or diversions. If you have any doubt as to your fitness to fly you must seek medical advice and follow any advice provided regarding the use of medication for your journey. We reserve the right to request a fitness to fly certificate. For more complex cases, you may need to complete a medical information form. Please contact our Assisted Travel Team for more information.
It is of course in your interests to ensure that you notify your travel insurer about any pre-existing medical conditions. Jet2holidays offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the Holiday Essentials page on our website or by visiting www.Jet2insurance.com.
Allergies: If you or a member of your party has a severe allergy, please let us know at least 5 hours in advance of your outbound flight by contacting our Pre-Travel Service Team on +44 (0) 333 300 0737and also please make crew aware on boarding the aircraft and make sure that you (or the applicable member of your party) bring any medication for the allergy (for example an epi-pen) on board in hand luggage. If we are made aware of a severe allergy and you or any member of your party is not carrying the required medication, that person may be refused travel. Dietary requirements arising out of a food allergy or intolerance can seldom be catered for within the constraints of hotel catering and we cannot guarantee that your accommodation will be able to meet your requirements. Please bear this in mind when selecting your board basis.
Extra baggage due to medical conditions: If you have a condition which may require you carrying extra baggage, please contact us for the appropriate allowance and cost.
Extra transfer costs: If you need to book a private taxi which is adapted to accommodate a wheelchair, this may carry an additional cost to you. Please contact our Assisted Travel Team to discuss, so that you are aware of any additional charges.
Medical Treatment: Please note that where you book a cruise, all medical facilities on board ships are the responsibility of the ship/cruise operator and their availability is at the sole discretion of the ship’s Master. You will be responsible for the payment of any charges for medical treatment and/or drugs provided on board.
How we grade accommodation: All the accommodation featured on our website and in our brochure has been carefully chosen to ensure that you are able to get the very best out of your holiday. Although the local authorities in each country set standards for official hotel star/quality ratings, we know standards can vary between hotel and apartment accommodation of the same official rating in different countries and even in the same country which does not give you a consistent way of comparing accommodation standards. To help you choose your holiday, therefore, with hotels and apartments we feature our own star ratings to give you a general guide and to help you compare. Our ratings are based on our knowledge and customer feedback of the facilities, food and service available at the accommodation, as well as the characteristic differences between accommodation types such as apartments and hotels. Our ratings are set using a scale of 2 stars through to 5 stars and represent a range from basic, good value, no-frills accommodation to above average, more comfortable accommodation with a wide range of facilities. With the exception of villas, all our accommodation, whatever the rating, is based on a twin or double standard room unless otherwise stated. We do not operate a rating system for our villas.
We may feature TripAdvisor ratings of our resorts to help you choose your holiday. TripAdvisor ratings are based solely on TripAdvisor members’ opinions and reviews of our resorts obtained from TripAdvisor on the date indicated within the rating or at the front of the brochure. We make no representations of any kind about the reliability of such ratings and cannot be held responsible for any reliance placed on such ratings. TripAdvisor ratings are not available for villas.
Room types: When we refer to specific room or villa types on our website, the room you will receive will usually match one of the descriptions below. Please note, however, that these are only standard definitions for guidance purposes only and that rooms are likely to vary by accommodation. Pictures of rooms on our website or in our brochures are examples only and the actual view and/or room size or layout may vary.
Board basis descriptions: Please note that the accommodations advertised on our website will be described as follows:
Board basis descriptions are based on offerings of the previous season. Some facilities or activities stated to be included within a board basis may be altered or substituted prior to or at the time of travel as hotels do regularly review their offerings from season to season.
Your meal package ends when you check out of your room, irrespective of your transfer pick up time. It is possible that you may lose a meal on arrival or departure, dependent on your own particular flight times. If there is a delay to your return flight and you have to spend additional time in the resort, any refreshments will be as per the airline’s instructions, and not the board basis of your hotel.
Additional persons staying in your twin or double room as part of your booking: As a third or fourth person sharing a room will occupy existing beds or use an extra bed (which may be of camp bed style or a sofa bed) placed in a double/twin room, conditions may be cramped. As a result, you may wish to consider booking additional rooms.
Occupancy: we provide the holiday and accommodation for those people named on your booking only and have offered the holiday based on the requirements that you selected at the point of booking. You must not allow additional people to stay in your accommodation that are not included on your holiday booking. Any additional people you allow to stay in your accommodation will not form part of your package holiday and will not be covered by the Package Travel and Linked Travel Arrangements Regulations 2018. We will not be liable for any damages or costs which are incurred by you or by any such additional person or people, or for any death or personal injury suffered by any such additional person or people, where you allow any additional person to stay in your accommodation. We will hold you responsible for any damage caused by any additional person or people whom you have allowed to stay at the accommodation.
You are not permitted to arrange for visitors to the accommodation for the purpose of attending events including parties, celebrations or other large gatherings, unless this has been agreed with us in advance and any relevant payments have been received (if applicable). Any such visitors will be asked to vacate the accommodation and will not form part of your package holiday – they will not be covered by the Package Travel and Linked Travel Arrangements Regulations 2018.
Check-in/out: Check in/out times may vary. Generally, your accommodation will be available from 3pm on the date of arrival and is to be vacated between 10am and noon on the date of departure, irrespective of your arrival or departure times (unless we have stated otherwise). Should you wish to retain your room after the normal check-out time on the day of your departure, it may be possible to reserve the room for this purpose at the time of booking. However this will be on a “subject to availability” basis and may incur additional costs which would be payable locally. Should we not be able to accommodate your request, you may also check at reception on your arrival or at any time during your stay to see if the specified times can be altered. Please note that Villas will not have storage space to hold luggage temporarily prior to the specified check-in time nor after the specified check-out time.
Certified Sustainable Hotel: Jet2holidays are a member of the Global Sustainable Tourism Council (GSTC), an organisation that sets leading criteria for sustainable hotel practices. All the hotels in our “Certified Sustainable Hotels” collection have met a GSTC aligned standard, such as Travelife, Green Key or Biosphere. The GSTC criteria takes into account several things hotels do, such as management, impact on local communities, promotion of local heritage, and actions taken to reduce environmental impacts. Jet2holidays does not have any control over the criteria which GSTC considers. For a full review of the criteria, visit the GSTC website.
Where a hotel has met this standard, we will label the hotel as a “Certified Sustainable Hotel”. We endeavour to review our hotels every three months to ensure that this information is up to date. Please note – if a hotel has the “Certified Sustainable Hotel” label, this means that at the time of booking the hotel has met the GSTC recognised standard. This may change, and if a hotel fails to maintain their certification you will not be entitled to cancel your holiday or receive compensation.
Cots for infants: We can request the use of cots in most of our accommodation, however there may be a small charge which is payable locally. Cots must be registered at the time of booking. For villa products a high chair will be available if there is an infant on the booking.
Hotel/breakage deposits: Some accommodation may require you to leave a refundable breakage deposit on arrival (usually in local currency). This deposit will be fully refunded on your check out if no damage has been found in the accommodation. In addition, some hotels may require a credit card imprint or local currency cash deposit upon arrival to cover any ancillary spend in the hotel. Please note that you are responsible for all breakages in your accommodation and in the unlikely event of damage occurring, please notify us promptly so that we can ensure future guests are not prejudiced.
Air conditioning: Some properties may have individual air conditioning units located in either the bedroom or the living area and, unless otherwise stated, air conditioning will be centrally controlled. This means that the day to day operation of the air conditioning system is at the discretion of the hotel management, both in rooms and in the public areas of the property. In such cases the use of air conditioning units may be restricted to certain hours of the day and more generally used during the warmest summer months. Please note there may be a local charge payable for air conditioning in some months. We will endeavour to describe the air conditioning system in the accommodation description where possible.
Free Wi-Fi: Resorts or villas displaying a ‘Free Wi-Fi’ symbol on our website or in our brochures have free Wi-Fi available, although for hotels it is not guaranteed throughout the resort. For example, free Wi-Fi may only be available in the hotel lobby. Connection speeds will vary by accommodation and no guarantee of availability can be provided.
Local charges: Some facilities at your accommodation may be payable locally. We endeavour to advise you of all local charges in our descriptions but this may not be possible or they may change from time to time. Common payable facilities include, but are not limited to, air-conditioning, safety deposit boxes, television remote control, spa facilities, pool or beach towels, daily car parking, entertainment and activities away from your accommodation, highchairs, cots, babysitting services, meals for infants, room service, mini bar, TV/Satellite TV, telephone calls, sea views, sun loungers, jacuzzi, sauna, table tennis, billiards and darts. Where our brochures include indicative prices for drinks, meals or local travelcards, these prices have been provided by local tourist boards as examples only. We do not guarantee these prices and the actual cost of drinks, meals and travelcards will vary depending on the supplier.
Maid service: The frequency of maid service and changes of linen may differ from property to property and for villas this is not guaranteed. This can be confirmed to you on request.
Single travellers and under occupancy supplements: Single travellers often have to pay proportionally more, often up to twice the price, than the price each person in a twin room might have to pay. We have negotiated some good deals for single travellers, however please note the standard and location of these single rooms is not always as good as that of twin/double rooms, even when you pay the single supplement. As most of our prices are based on at least 2 adults sharing, if there are fewer adults sharing the room than the number specified on the website, supplements will have to be paid. Please note in some cases, infants and children do not count towards occupancy levels, however you will be advised of this at the time of your booking.
Special dietary requirements: Meals, if included, are based on table d’hôte menus, or a buffet system unless specified otherwise. During quieter months, a set menu may be offered in place of a buffet. Holidays which include main meals generally commence with dinner on the day of arrival at your accommodation, terminating with breakfast on the day of departure. No refunds on meals “not taken” can be given. For late arrivals (after 10 pm) the hotel may sometimes be able to arrange a cold platter or a simple snack. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d’hôte menu and cannot be guaranteed. We would therefore strongly suggest that anyone with special requirements (including as a result of food allergies or intolerances) takes a holiday where no meals (or only breakfast) is included and simply buys the most acceptable dishes from restaurants available locally. In some cases you may find the cost of the meal cheaper, however we regret that it will not be possible to refund the difference. If you have paid a “half board” supplement, it may be possible at some establishments to ask for a credit from the table d’hôte dinner to be used against a meal in an à la carte restaurant (within the same accommodation).
Special rules/considerations applicable to dining: All of our 4 star or more hotels require that long trousers are worn in the dining areas in the evening.
Special rules/considerations applicable to children: Some destinations, owing to their lack of special child or medical facilities, may not be suitable for very young children, but we would be happy to advise which accommodation or resorts we think are suited to your requirements. Should any child qualify for a “Free Child Place” (where applicable) they are normally required to share the same room as their parents (except with villas).
Hotel-run kids’ clubs: We are unable to accept responsibility or give any guarantee for the standard of facilities or personnel in hotel-run kids’ clubs. Please note, such clubs often operate subject to minimum number and in summer months only. Some kids’ clubs may be chargeable and we do not guarantee that they are free of charge.
Waterparks: Waterparks may not be open year-round and even during seasons where a waterpark is open, opening will be dependent on a number of factors including weather and occupancy limits. Height/age/weight and other restrictions may apply.
Advice on service and amenity variations during 'peak' and 'off-peak' seasons: Most of the destinations we feature/advertise are available all year round, however some do have quieter “off peak” periods when you can enjoy the resort or city being less crowded and more personal attention from colleagues. Due to the fall in demand in 'off peak' periods, it may be necessary for establishments, such as restaurants, to scale down their services or the size of some of their facilities. In some resorts recreational facilities such as outdoor pools/water sport activities may also be reduced or even closed. Similarly, during peak periods, establishments often experience full occupancy which may result in a livelier atmosphere and slower service.
Advice regarding availability of facilities relating to COVID-19: Hotels (or any other types of accommodation) may have put in extra measures in connection with COVID-19. This could include things like wearing face masks, time slots for facilities and extra cleaning. As a result, facilities may be affected (which may include some facilities and activities being reduced or unavailable).
Advice regarding public holidays and religious/cultural customs: Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Eid, which is celebrated in many Muslim countries, may result in a reduction of facilities, entertainment and a restriction on alcohol. Also, please note that excursions to religious sites, churches and temples will often have strict dress code policies (e.g. Vatican City, Rome). We suggest that you take this into consideration when selecting your departure date.
Other guests: There is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your resort and accommodation. Many establishments, especially in cities and major beach resorts, accommodate conventions and conferences. Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. The accommodation we feature is often shared with guests from many other countries with different cultures and customs and we have no control over the acceptance of bookings at the accommodation. We are therefore unable to accept responsibility for any limitation of facilities due to such groups or inconvenience that their activities may cause you.
Building and development works: Many accommodation establishments and resorts are continuing to develop, sometimes rapidly and intensively, often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at these establishments is necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
Factors which may affect information accuracy: We rigorously check the information we supply to ensure it is correct. However, please bear in mind that accommodation owners, restaurateurs, nightclub owners etc, may wish to maintain or improve their facilities, or even take a break themselves. Circumstances such as these, or weather conditions, time of year etc. may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.
Factors which can affect electricity and water supplies: In some destinations we feature the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Establishments do everything possible to maintain full services, however occasional power cuts and/or water restrictions may be experienced.
Factors which can affect accommodation standards (cleanliness, insects, etc.): In many establishments, especially beach resorts, insects in the rooms (e.g. cockroaches, mosquitoes, ants, etc.) are inevitable. It should not be considered a lack of cleanliness, simply as a fact of life in these destinations. Please also note that some hotels may also have open air dining facilities, which may attract wildlife such as birds, cats, dogs, etc, and some hotels may permit pet dogs for other guests. While we are sure that the colleagues at these hotels do their best to discourage animals from wandering into areas where food is served, we ask that you refrain from feeding such wildlife.
Jet2holidays service in resort: In most destinations (but only certain City Breaks destinations) our appointed local agents will be at the airport to meet you, show you to your transfer vehicle and will give you contact details should you need anything at all during your holiday. In our larger hotels (again excluding City Breaks) you will also be invited to a welcome meeting arranged by our appointed agents and they may also arrange a visit to your hotel during your stay. Please take a look at our Transfer Voucher for details on the services arranged in your chosen resort and whether there is an appointed agent in your resort. Please note, however, that this is currently only applicable to our main holiday destinations and we ask that if you do have any problems in resort in relation to your holiday that you please contact Jet2holidays using the 24/7 number listed within your booking documentation. For villas, you will receive an information pack in advance of your arrival explaining details of key collection and car hire arrangements. For these holidays, local agent details will be provided to you but you will not be met at the airport.
Please note that all information relating to local restaurants, resort activities and other resort services provided is for general guidance and information only. Jet2holidays strives to ensure that our resort guidance is up to date at all times, but errors may sometimes occur. Jet2holidays cannot accept any liability for errors which may occur or incorrect/inaccurate data about resort services being present on the site or in any publication. You are advised to double check your travel plans and verify all data with other sources before booking your chosen resort service.
The resort services which we may highlight are provided by persons, firms, companies and other bodies which are wholly independent of Jet2holidays. Any contract you enter into is with the supplier of the services concerned. General resort services and activities that we may highlight do not form part of your contract with Jet2holidays, and we do not act as agent for the suppliers, nor do we have any involvement in your booking in the event that you choose to visit them. We make no promises, representations or warranties about any resort services featured on our website.
The health and safety of our customers is our number one priority. Half the fun of going abroad on holiday is to experience a different way of life. UK and Ireland standards are among the highest in the world and many other countries and resorts still have a long way to go to bring their transport, accommodation and services up to the standard we normally expect. We are working hard to raise the awareness of safety standards overseas to ensure that your holiday is as safe and trouble-free as possible;, however we need your help to achieve this so we ask that you take extra care while you are away. This section has been designed to help you be more aware whilst on holiday so please familiarise yourself and your family with the following precautions - some of them may seem obvious but it’s better to be safe than sorry!
Your holiday accommodation - never leave your key where someone can see your room number; don’t leave your window or patio doors open, especially with villas or if your room is on the ground floor or has a balcony; remember to lock doors even when you’re inside the accommodation.
Balcony - children should NEVER be left unsupervised on balconies; don’t climb or stand on balcony furniture or on the balcony balustrade; keep all furniture away from the balcony wall/railings.
Bathroom - take care in bathrooms as condensation and water spray can make surfaces slippery and a bath or floor mat may not be provided; don’t use mains electrical appliances near to water.
Cooking - never leave cookers unattended while in use; ensure all cooking appliances are switched off when you leave your apartment or go to bed; never place any shopping/items on the cooker.
Gas water heaters and appliances - always check that gas appliances are turned off when not in use; never use gas cookers as a form of room heating and always follow the operating instructions provided; indications of a faulty appliance include black marks and stains, lazy orange flames instead of crisp blue ones and excessive condensation in the room. If you have concerns speak to reception, or tell your representative or tour operator. Carbon monoxide detectors are extremely rare overseas; familiarise yourself with how the appliances work. If you’re unsure please ask for assistance.
IF YOU SMELL GAS:
- Extinguish all naked flames and don’t use matches or lighters.
- Don’t switch lights or any other electrical appliance on or off.
- If possible isolate the gas supply (i.e. turn off the supply using the tap on the bottle).
- Open all doors and windows.
- Inform reception, the agent, owner.
- Leave the building and allow time for the gas to disperse.
Never attempt to locate a gas leak yourself or tamper with the gas supply. If you spot any defects or hazards in your holiday property, ensure that you bring them to your representative’s attention.
Glass doors and windows - be aware that glass doors and windows aren’t always toughened glass; take extra care in bright sunlight as it may not be obvious whether the window/door is open or closed.
Lifts - children shouldn’t use any lifts unaccompanied; not all lifts have internal doors; when using this type stand well back from the exposed wall as there’s no protection from the lift shaft when the car moves.
On arrival at your accommodation - check all escape routes and locate the nearest fire exit to your accommodation; walk the nearest escape route for your accommodation; read the fire instruction notice displayed ; identify the method of raising the alarm; ensure that all smoking materials are safely extinguished and don’t smoke in bed.
All our flights are non-smoking. In hotels, there are usually designated areas for smoking. Smoking is not permitted in rooms or on balconies
Remember, every pool is different. Most hotels and apartments and all villas don’t employ life guards so please supervise any young members of your party, particularly if your room has access to a private or ‘swim up’ pool; check where the deep and shallow ends are before use and follow the pool rules; ensure that children use the toilet BEFORE entering the pool and take regular toilet breaks throughout the day. In the event of a faecal accident in or around the pool, please report it immediately; this will assist in ensuring the highest levels of pool hygiene; shower before entering the pool; don’t swim (or allow children to swim) if suffering from an upset stomach; a period of 48 hours should be left before entering the pool following a period of stomach related illness; don’t change nappies at poolside; wash hands thoroughly after using the toilet and changing nappies; young children and babies must wear appropriate swim wear (e.g. rubber lined swimming trunks). Swimming in nappies and nude is unacceptable; have fun, but avoid unruly behaviour and observe pool rules and information signs at all times; pool surrounds can be very slippery. Don’t run around them; children must be supervised by an adult at all times; don’t swim immediately after a meal and never swim when you’ve been drinking alcohol; when jumping or diving into the pool, check the water depth first and never dive into water less than 1.5m deep; don’t jump or dive from any raised features or from poolside furniture; don’t use the pool after dark or when closed, even if it has underwater lights. In the event of an emergency, know how and where to get help. Please note that some freshwater pools are cleaned using a salt-based product rather than chlorine and therefore some freshwater pools may contain salt. However, the pool water will be made up of at least 85% freshwater.
Dozens of British holidaymakers die or are severely injured every year as a result of inappropriate behaviour on balconies, often after having a few drinks or taking drugs. Stay safe:
Please exercise the same level of care and due diligence as you do at home in regard to your personal safety.
Going out - at night avoid poorly lit areas; if possible never walk home alone; be aware of what’s going on around you and keep away from situations where you’re uncomfortable; if you’re out as part of a group, look out for one another; consider very carefully whether you should leave a pub, club or event with someone you’ve just met; if you’re not sure where you’re going ask your representative or hotel reception for directions.
Alcohol and drugs - alcohol can make you less alert and less in control, so take it easy; never accept drinks from strangers or from anyone you don’t completely trust; try to keep your drink with you at all times; nominate someone to watch your drinks, especially if you’re leaving your friends to go to the toilet; don’t share or exchange drinks; be aware of how much you’ve had to drink and remember alcohol is dehydrating, so drink plenty of water; avoid using recreational drugs, as they’re likely to be illegal in your holiday destination.
Using a taxi or minicab - never accept a lift from an unlicensed taxi, a stranger or someone you don’t completely trust; try to share a taxi with a friend; if you’re calling a taxi from a public place, try not to let people overhear your name or details of where you’re staying; always sit in the back of the car and if you chat to the driver don’t give them any personal details.
If you feel threatened - stay calm and try to be firm and direct; remember that you always have the right to say NO at any point. Never feel that you have to go further than you feel comfortable with; if you feel uncomfortable or in danger, don’t be afraid to draw attention to yourself. Shout, make a fuss and make people aware that you feel threatened.
Money and personal belongings - we strongly recommend that you store all money and valuables in a secure place during your holiday. When in resort, please check if your accommodation offers a safe in your room. These are not guaranteed for any of our accommodation. Alternatively, you may be able to store your valuables at the hotel reception but we provide no assurance to this effect. 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 and lock your room/villa before going out. Please note, your belongings are taken on holiday at your own risk; neither we nor the hotelier or villa provider are responsible for any loss, theft or damage that occurs to your money, valuables or other personal effects during your time away.
Follow the 4-point National Water Safety Code:
Care in the sun - build up the time you spend in the sun gradually; avoid sunbathing between 11am and 3pm; apply high factor sunscreen and reapply frequently; never expose babies under 6 months to the sun and always take extra care with children; remember, it’s possible to burn in the shade, when it’s cloudy and while swimming; at the first sign of burning get out of the sun immediately; always drink plenty of water.
Pedestrians - be vigilant at all times. Look both ways before crossing the road; be aware that in some countries traffic isn’t required to stop at pedestrian crossings.
Touts - out and about in resort, you might be approached by touts asking you to sign up for schemes and activities, or even trying to persuade you to make dishonest claims in connection with illness on holiday. Take care before giving your personal information away such as your address and booking details as touts rarely comply with strict data protection laws. You cannot guarantee that your personal data will not be misused. You should be extremely wary of anyone encouraging you to make an exaggerated or fraudulent claim (whether in resort or back home). If a claim is pursued and subsequently found to be dishonest, this is a criminal matter and details will be passed to the relevant authorities.
Driving on holiday - check the vehicle is roadworthy and familiarise yourself with all controls before use as they may differ to cars in the UK and Ireland; check that the car hire insurance cover provides adequate cover for the driver and all passengers; always wear a seat belt; familiarise yourself with the local traffic laws; pay particular attention at junctions and roundabouts; always carry emergency/breakdown telephone numbers; always carry a spare set of spectacles (required by law in Spain); NEVER drink and drive; stick to well travelled and/or well lit roads; we strongly advise that you don’t hire mopeds or motorbikes; quad bikes and jet skis should only be used with appropriate safety equipment and under the supervision of the instructor.
Scuba diving - ensure that you allow at least 24 hours between your last dive and flying or travelling to altitude (over 1,000 feet).
Drink - drink bottled water and use it for brushing your teeth. Ensure that the seal on the bottle is intact; avoid ice in drinks.
Food safety - wash your hands before eating and after going to the toilet; make sure your food has been thoroughly cooked and is still hot when served; make sure that any food that is re-heated is piping hot all the way through; avoid any uncooked food (apart from fruits and vegetables, food that can be peeled or shelled). Illness during your holiday is not that unusual – it may be as simple as a change in what you are eating and drinking, or even the weather as you are in warmer climates. Keep bottled water handy to stay hydrated and follow the above tips when in the sun. To be on the safe side, let us and your accommodation provider know immediately if you or any member of your party become ill so that we can help and support you every step of the way.
Don’t place matches or lighters in your suitcase. These items may ignite by friction; don’t place flammable liquids, gases or aerosols in your suitcase; medication should always be carried in your hand baggage; keep your passport safe while you’re away as it’s an important document of identification (always keep a copy). Pay attention to all safety information given on board the flight; drink plenty of water during the flight to avoid dehydration.
Remember – carrying dangerous goods aboard any aircraft is a criminal offence.
Before undertaking any activity while on holiday ensure that you’re adequately covered by the terms and conditions of your insurance policy. Jet2holidays offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the “Holiday Essentials” page on our website or by visiting www.Jet2insurance.com.
At Jet2holidays we take every step to ensure an excellent customer experience. However should you feel the need to notify us about any aspect of your holiday which did not meet expectations, please contact us in writing at the following address: Customer Service, Jet2holidays, PO Box 284, Leeds, LS11 1GE. Alternatively we can be contacted via www.jet2holidays.com/contact-us Complaints must be made within 28 days of your return. If a complaint is made outside of this time we cannot guarantee a comprehensive response as we may not be able to investigate the matter thoroughly.
To make a booking
Visit www.Jet2holidays.com or call +44 (0) 800 408 5599
Visit www.Jet2holidays.com or call +44 (0) 800 408 5599
Transfer / Car Hire Problems
Please see details in the voucher received when booking
24/7 Contact details whilst on holiday
Please see details in the voucher received when booking or call +44 (0) 113 387 9501
www.jet2holidays.com/contact-us or call +44 (0) 333 300 0737
Please note that, wherever you travel within the EU, there is ONE number that you can access to reach the emergency services and where you can be confident you will be able to reach an operator who speaks English – telephone number 112.
The terms and conditions and Essential Holiday Information were last updated: 14 December 2023.