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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

How and when do I get my holiday documents?

If you’ve given us your email address, your holiday documents will be sent directly to that, 28 days before your holiday. If you’ve asked for these to be sent via post, they should arrive around three weeks before you’re due to take off. You can also find them when you log in to Manage My Booking.

 

Log in to Manage My Booking

Do you need my middle name(s) for my travel documents?

No, we don’t we don’t need your middle name(s) on your booking. But please make sure your first name and surname are spelt exactly as they are on your passport.

Do I get a luggage allowance for my infant?

No, you don’t get a luggage allowance for your infant, but you do for children over the age of two.

However, a collapsible pushchair/buggy and/or a car seat and/or a travel cot can be carried in the hold free of charge, as long as the total weight of these items doesn’t exceed 10kg. Anything exceeding this will be charged for in line with our excess baggage policy, subject to space and availability.

And for your convenience, you can take your collapsible pushchair/buggy all the way to the plane steps/air bridge, where we’ll put it in the hold and you can get it back at baggage reclaim.

If you’re carrying more than one of these items, please let us know so we can advise our local agents in resort to make sure the transfer you’ve booked will accommodate them. On occasion, you may need to change to a private transfer at an extra cost.

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.

Which payment methods are accepted?

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

Insurance and identification

1. What identification do I need to travel?

You need a valid passport to travel to all our destinations. 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 information.

If you’re travelling to Jersey

For domestic flights, travellers aged 16 and over, must present valid photographic identification. We recommend that you travel with a passport on these flights, but we will accept 
one of the following documents providing it has a photograph and is valid on the date of travel:

• Citizen Card
• Driving licence
• Student ID card (international, National Union of Students or University/College ID)
• Armed forces ID card
• Police warrant card/badge
• Airport employee’s security ID pass
• Government issued ID card
• Official Company ID card
• Electoral ID card (EIC issued to eligible N Ireland citizens)
• UK Council issued bus pass (Senior Citizens only)
• Fire Arms certificate

Children under the age of 16 may travel without photographic identification, providing they are travelling with an adult in possession of valid photo ID, who can also vouch for the child’s identity

For more information

Visit our Safe Travel page to find out more about passport validity or take a look at the Foreign, Commonwealth and Development Office’s advice for your destination.


2. When do I need to buy travel insurance?

We strongly recommend you take out sufficient travel insurance for your journey that covers situations such as unscheduled flight diversions or changes to your travel plans due to illness. We also recommend that your travel insurance is valid from the point of booking, as changes to travel plans due to illness may occur before you travel. You can add our 5* Defaqto-rated travel insurance to your booking or you can arrange your own insurance elsewhere.

Buy insurance

3. What happens if I don't have travel insurance?

There are many benefits to taking out travel insurance, but it’s actually a condition of your contract with us that you take out adequate cover that’s suitable for your needs, from the date of booking. This should cover you if you have to cancel your arrangements or for any emergencies while you’re away.


4. How and when do I get my holiday documents?

If you’ve given us your email address, your holiday documents will be sent directly to that, 28 days before your holiday. If you’ve asked for these to be sent via post, they should arrive around three weeks before you’re due to take off. You can also find them when you log in to Manage My Booking.

 

Log in to Manage My Booking


5. Do you need my middle name(s) for my travel documents?

No, we don’t we don’t need your middle name(s) on your booking. But please make sure your first name and surname are spelt exactly as they are on your passport.


Jet2Villas holidays

1. Can I book multiple villas on one Jet2Villas holiday?

No, you can only book one villa per Jet2Villas package holiday.


2. If I’m travelling on a Jet2Villas holiday as part of a large party and the villas are on a complex, can we request that the villas are together?

You can request this, but we can't always guarantee that the villas will be allocated together.


3. Can I take pets on a Jet2Villas holiday?

No, you can’t take pets. This is because our airline, Jet2.com, doesn’t carry any animals on board, except for registered assistance dogs.


Luggage allowances

1. Can I take sports equipment such as golf clubs and bicycles?

Yes. If you’re making your booking online, you can add bikes and golf bags to your package for an extra charge. Please note, the maximum weight for bicycles is 32kg and 22kg for golf bags. For any other sports equipment, you’ll need to contact our Pre-Travel Services team on 0333 300 0737. And please note that when you add sports equipment to your booking, the cost of your transfers may also increase.

Please also make sure you have comprehensive insurance in place for these items, as our liability is limited.


Payments

1. Which payment methods are accepted?

Online you can pay 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.


2. How much deposit is needed?

Your deposit will be £60 per person. At the time of booking, you’ll be given the option of paying a deposit of £60 per person, the full balance or another amount somewhere in between. The full balance is then due ten weeks before departure. If your departure is within ten weeks, you’ll have to pay in full at the time of booking.


3. When will you take my final balance?

Your final balance is due ten weeks before your departure and will be taken in the early hours of the morning after that due date. This is to give you time to contact us during the day to pay on an alternative card if you need to. Once the deadline has passed, your final balance payment will be taken from the card used to make your booking.


Seats onboard

1. Do you offer extra leg room seats?

Yes. You can pre-book these seats during the booking process or add them in Manage My Booking up until you check in online. Subject to availability, you can also request them at the airport check-in desk for a small fee per flight.

Special assistance

1. What if I have special assistance 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


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

Types of assistance

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:

Non spillable (SLA) batteries (inc. dry cell and gel cell) and nickel-metal hydride batteries

Where the mobility aid is specifically designed to allow the SLA or nickel-metal hydride battery to be removed, the battery must be protected from short circuit (e.g. using electrical insulating tape), be carried in a strong, rigid and weatherproof box, and will be loaded in the plane hold. 

We won't provide the packaging - this must be provided by you.

A maximum of two spare batteries can be carried. All spare batteries must comply with the above measures of protection, and will also be loaded in the plane hold.

Installed batteries must remain securely attached to the chair.

Lithium batteries

Where the mobility aid is specifically designed to allow the lithium battery to be removed, a maximum of one battery must not exceed 300Wh or two batteries each not exceeding 160Wh.

A maximum of one spare battery not exceeding 300Wh, or two spares each not exceeding 160Wh, can be carried. All spare and removed lithium batteries must be protected from short circuit (e.g. using electrical insulating tape) and be carried in the passenger cabin.

If the mobility aid is specifically designed so that the battery is to remain connected, there is no maximum watt hour limitation.

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’.


3. What happens if I need an adapted room and/or transfer?

If you need an adapted room and/or transfer, you need to tell us at the time of booking.

For adapted rooms, a request will be sent to your hotel to ask about the availability. If one isn’t available, we’ll contact you immediately and give you the option of amending your holiday without the usual fees or, where a suitable alternative can’t be found, a free-of-charge cancellation.

As for transfers, we include coach transfers as part of all our package holidays (except Jet2CityBreaks and Jet2Villas). If you need an adapted transfer, we may need to charge extra to upgrade to a private transfer, so please fill out our Special Assistance form here. You can’t travel on a coach transfer if you have an electric mobility device though, so you will need to book a private transfer in that case. This is because the coach companies we use can’t carry these devices due to physical constraints and local regulations.


4. Can I bring medical syringes onboard?

If you need to carry syringes, needles, insulin pens, EpiPens and associated medication in the plane cabin, you must carry a letter from your doctor confirming this. If injections are needed during the flight, they must be self-administered. As security screening at airports is outside our control, you should talk about a contingency plan with your doctor so you can travel safely in the unlikely event that the authorities don’t allow your equipment to be carried through security.

You must declare that you’re carrying needles at check-in, airport security and to our Cabin Crew when boarding the plane.


5. Can pregnant women fly?

Yes, if you’re pregnant you can travel with us, but additional conditions may apply depending on the type of the pregnancy and the stage at which you’re planning to fly, as detailed below:

Type of pregnancy

No restrictions and fit to fly certificate not required

Fit to fly certificate required (signed by doctor or midwife), dated within seven days of departure and 16 days of return date

Travel not allowed

Single pregnancy

Up to 27 weeks (inclusive)

28 – 35 weeks (inclusive)

36 weeks or more

Multiple pregnancy

Up to 27 weeks (inclusive)

28 – 33 weeks (inclusive)

34 weeks or more

 

6. Do you have disability harnesses/support seats?

If you’re unable to sit upright in a plane seat without assistance, you need to provide your own harness or support seat for use onboard.

Due to the variety of harnesses and supports available on the market, you must fill out our Special Assistance form before you travel so we can check whether your harness is compatible with our seats.

The harness must be fitted by a carer and must not stop you from using the plane seat belt.

A non-emergency exit window seat will be allocated in these cases. If the harness or support fastens around the back of the seat, for safety reasons we’ll either allocate a seat at the back of the plane or leave the seat immediately behind empty. For this reason, please contact our Special Assistance team as early as possible talk about your requirements in detail.


7. Do I need a medical information form (MEDIF)?

For more complex medical cases, you may need a MEDIF and pre-approval to travel by air. Please complete this form for our Special Assistance team to better understand your requirements.

If you need a MEDIF, you can download the form here. Please make sure your doctor has completed the form in full and included all the information below:

• Doctor’s signature
• Dated within 30 days of travel
• Stamp from the doctor, doctor’s surgery, hospital, or clinic. If they don't have a stamp, the doctor must sign the MEDIF and also attach an additional document, such as a business card or sheet of headed notepaper, with their signature
• Confirmation of fitness to fly. Please make sure that your doctor includes a clear prognosis for the flight under section 06 of the MEDIF, as without this we aren't able to grant medical clearance

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

Any costs for a medical professional to complete a Medical Information Form or provide a Fitness to Fly certificate, lie solely with you and can’t be reimbursed by us.


8. Do you supply oxygen onboard?

We only carry oxygen for emergency use onboard our planes and are unable to supply oxygen for your personal use in non-emergency situations. If you have a medical condition that requires the use of supplementary oxygen onboard, you’ll need to bring your own supply, which must be pre-approved for carriage before you travel.

Please complete this form for our Special Assistance team to better understand your requirements, as we’ll need a Medical Information Form (MEDIF) from your treating Doctor before we can give approval.

Please note that liquid oxygen systems are forbidden for carriage on planes.


9. Can I take a portable oxygen concentrator (POC) onboard?

Currently, there are only a small number of POCs that have been given clearance for use onboard planes. To take any form of oxygen, you must get medical clearance. Please complete our Special Assistance form here for our team to understand your requirements in more detail.


Travelling with infants

1. Do I get a luggage allowance for my infant?

No, you don’t get a luggage allowance for your infant, but you do for children over the age of two.

However, a collapsible pushchair/buggy and/or a car seat and/or a travel cot can be carried in the hold free of charge, as long as the total weight of these items doesn’t exceed 10kg. Anything exceeding this will be charged for in line with our excess baggage policy, subject to space and availability.

And for your convenience, you can take your collapsible pushchair/buggy all the way to the plane steps/air bridge, where we’ll put it in the hold and you can get it back at baggage reclaim.

If you’re carrying more than one of these items, please let us know so we can advise our local agents in resort to make sure the transfer you’ve booked will accommodate them. On occasion, you may need to change to a private transfer at an extra cost.


2. Can I carry baby supplies?

If you’re travelling with an infant, it’s a good idea to carry supplies of infant items in your hand luggage, such as baby milk (powdered or liquid form), nappies and wipes. Baby milk and food may need to be tasted or tested by the responsible adult at airport security.


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

Yes, you can make a booking before an infant has been born. If their name’s unconfirmed, all you need to do is enter the first name as ‘Unborn’ and last name as ‘Baby’. Once the infant’s name has been confirmed, contact our Customer Service team on 0333 300 0042 and they’ll be happy to up-date the name free of charge.


Other

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

Yes, we offer a free myJet2 membership programme to our customers, and as a member you’ll receive:

myJet2 exclusive offers fortnightly right into your email inbox
• Exclusive notifications of any new routes being launched
• Access to exclusive member-only competitions
• The ability to securely store your data to speed up the booking process

You can join online at jet2.com/myjet2 - simply select "Join today" to get started. From here you’ll also be able to update your details, including your name and email address if needed.

Join today
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