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Sat 8.30am-7.30pm
Sun 8.30am-7.30pm

 

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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

Can I make changes to my holiday after I’ve booked and what are the charges?

Only the lead name on the booking can make changes to the booking, subject to availability at the time of the change. Any changes are subject to an amendment fee, plus any increase in cost.

 

The amendment fee is payable per person and will be advised at the time of the change. For current amendment fees please see below. This is payable at the time of the change and is non-refundable. You can’t make any changes once you’ve checked in online. And certain changes are not allowed within 21 days of departure.

Amendment fees 71+ Days 70-29 Days 28-15 Days 14 Days or less
Change of person
(per person admin fees)
£50 £50 £50 £150
DOB (per person admin fees) £10 £10 £10 £10
Date - Later dates - Same hotel (per person admin fees) £50 £50 + any cancellation charges from accommodation provider £75 + any cancellation charges from accommodation provider £150 + any cancellation charges from accommodation provider (not available within 48 hours)
Date - Earlier dates - Same hotel (per person admin fees) £50 £50 £75 £150 (not available within 48 hours)
Duration - extension of start or end date only (per person admin fees) £50 £50 £75 £150 (not available within 48 hours)
UK Airport (per person admin fees) £50 £50 £75 £150 (not available within 48 hours)
Destination Airport (per person admin fees) £50 £50 90% cancellation fee of total holiday cost 100% cancellation fee of total holiday cost
Accommodation



(per person admin fees)
£50 £50 90% cancellation fee of total holiday cost 100% cancellation fee of total holiday cost
Board (per room admin fees) £50 £50 £50 £50
Room (per room admin fees) £50 £50 £50 £50

* Plus any additional charges from accommodation provider.

 

Amendment fees are payable on the day the change is made and are in addition to any increase in holiday cost. If you've already bought a policy from Jet2Insurance, this is non-refundable after 14 days. If you're making any changes to your travel dates and/or who's travelling, you'll need to buy a new policy.

 

Our Manage My Booking facility allows you to make simple amendments to your booking without the need to call us. You can make amendments like adding in-flight meals, selecting specific seats and making name changes, as well as check in online. If you wish to change a major element of your holiday such as your hotel or change the name of a lead passenger or child, you'll need to call our Pre-Travel Services team.

 

Log in to Manage My Booking

What happens if I want to cancel my holiday?

The lead name on the booking must be the one to cancel by phoning, emailing or writing to us. You might also be able to cancel via Manage My Booking. The charges below apply from the date we receive the cancellation notification. To cover our losses from cancelling the booking, there’s a set scale of charges which must be paid.


Period before departure within which notice of cancellation is received % of total booking price retained by Jet2holidays
70+ days Loss of deposit
69-57 days 30%
56-43 days 50%
42-29 days 70%
28-15 days 90%
14 days or less 100%

 

If you've purchased a policy from Jet2Insurance and need to register a claim, please click here. If you need any further help, please have your policy number to hand and call Jet2Insurance on 01293 665910 (open Monday-Friday 08:30-18:00 and Saturday 09:00-17:00 UK time).

 

Log in to Manage My Booking

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

No, you can use our Manage My Booking facility, which allows you to make simple amendments to your booking without the need to call us. If you wish to change a major element of your holiday such as your hotel, or change the name of a lead passenger or child, you'll need to call our Pre-Travel Services team. Manage My Booking allows you to make amendments like adding in-flight meals, selecting specific seats, making name changes and also allows you to check in online.

Log in to Manage My Booking

When can I check in?

You can check in online via Manage My Booking any time from 28 days up to six hours before your departure via our website or app. Please remember to print off your boarding passes or download them to your device. Or you can check in at the airport three hours before your scheduled departure.

 

Log in to Manage My Booking

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.

Log in to manage my booking


If you’ve booked a holiday, we’ve got everything you need to manage it in one handy place. You can add Holiday Essentials like reserved seats and in-flight meals, see your holiday documents, check in online and get your boarding passes. Want to amend or cancel? You can do that here too. We’ve also got our handy FAQs and all the latest travel requirements to read through.

Log in to Manage My Booking

Luggage allowances

1. What is my hand luggage allowance?

You can carry onboard one piece of hand luggage free of charge, as long as it weighs no more than 10kg and is no larger than 56cm x 45cm x 25cm, including any wheels and handles. If your hand luggage weighs more or is larger than this, it will need to be checked into the plane’s hold, and you may have to pay an additional charge.

You can also bring a small, personal item onboard (such as a handbag, laptop bag or airport purchase), as long as it fits underneath the seat in front of you. Please note that you can’t drink any alcohol bought at the airport (or beforehand) during the flight.

Remember, there are restrictions for carrying liquids through airport security in hand luggage. All liquids, aerosols, and gels must be presented for screening in containers of 100ml or less, and within a clear, resealable plastic bag of no more than 1 litre in capacity. Anything exceeding these requirements will need to be put into your hold baggage and checked in.

All hand luggage is carried in the cabin at our discretion, and we reserve the right to check it into the plane’s hold for operational or capacity reasons. If this is the case, you must make sure that you remove all valuable items (including travel documents, money, medication, keys, spare lithium batteries, as well as any electronic items containing lithium batteries) and carry these with you in the cabin.

Subject to availability, you can pre-book Guaranteed Cabin Luggage for an extra charge, and if you’ve paid for this service, we won’t ask you to put your hand baggage in the hold (unless it exceeds the weight and size requirements detailed above or operational requirements apply).


2. What is my checked-in baggage allowance?

Your checked-in baggage allowance is 22kg per person (excluding infants). Any baggage that exceeds your total weight allowance will be carried subject to availability and at our discretion. You’ll also need to pay an excess baggage fee, which is £12 per kg. Please note that no single item of baggage can weigh more than 32kg.

Extra baggage can be bought at the time of booking or by logging in to the Manage My Booking function. Enter your booking reference number, surname and departure date, then go to “Add Holiday Essentials”.

Log in to Manage My Booking


Payments

1. How do I pay my balance?

Your balance is required ten weeks before your departure. This will automatically be taken from the card that you used to pay your deposit with. If this process fails, we’ll email you to let you know.

If you want to make payments towards your balance, pay your balance early or change the card you’re paying your final balance with, you can call 0333 300 0737 or log in to Manage My Booking. Next, enter your Jet2holidays booking reference number, surname and departure date. Once logged in, simply select “Make a payment”.

Log in to Manage My Booking


2. 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. How can I be sure where my party are seated?

To reserve the seats you want for your party, it's best to pre-book your seats when you're booking your holiday. You can also pre-book seats afterwards in Manage My Booking up until you check in online. Please note that seat prices vary depending on the location and route.

Log in to Manage My Booking


Baggage and mobility assistance

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

We’ll carry up to two pieces of mobility equipment that are essential for your journey, without charge. But we’ll consider all requests to carry extra medical equipment without charge on a case-by-case basis, taking into account your individual needs.

Any non-essential mobility or medical equipment that exceeds your standard baggage allowance will be subject to the standard excess baggage rate per kilo. Carriage of all mobility and medical equipment will be subject to available space on the plane. If space isn’t available, the equipment will be sent on the next available Jet2.com flight.

Carriage of all mobility and medical equipment will be subject to the provisions for checked and unchecked baggage set out in the Montreal Convention 1999. And please make sure you have appropriate insurance in place to cover you for any eventuality.


2. Can I book mobility assistance online?

If you have a medical or mobility request, please fill out this form. And remember, you must submit all medical and mobility requests within seven days of making your booking.


Cancellations and amendments

1. What happens if I want to cancel my holiday?

The lead name on the booking must be the one to cancel by phoning, emailing or writing to us. You might also be able to cancel via Manage My Booking. The charges below apply from the date we receive the cancellation notification. To cover our losses from cancelling the booking, there’s a set scale of charges which must be paid.


Period before departure within which notice of cancellation is received % of total booking price retained by Jet2holidays
70+ days Loss of deposit
69-57 days 30%
56-43 days 50%
42-29 days 70%
28-15 days 90%
14 days or less 100%

 

If you've purchased a policy from Jet2Insurance and need to register a claim, please click here. If you need any further help, please have your policy number to hand and call Jet2Insurance on 01293 665910 (open Monday-Friday 08:30-18:00 and Saturday 09:00-17:00 UK time).

Log in to Manage My Booking


2. Can I make changes to my holiday after I’ve booked and what are the charges?

Only the lead name on the booking can make changes to the booking, subject to availability at the time of the change. Any changes are subject to an amendment fee, plus any increase in cost.

The amendment fee is payable per person and will be advised at the time of the change. For current amendment fees please see below. This is payable at the time of the change and is non-refundable. You can’t make any changes once you’ve checked in online. And certain changes are not allowed within 21 days of departure.

Amendment fees 71+ Days 70-29 Days 28-15 Days 14 Days or less
Change of person
(per person admin fees)
£50 £50 £50 £150
DOB (per person admin fees) £10 £10 £10 £10
Date - Later dates - Same hotel (per person admin fees) £50 £50 + any cancellation charges from accommodation provider £75 + any cancellation charges from accommodation provider £150 + any cancellation charges from accommodation provider (not available within 48 hours)
Date - Earlier dates - Same hotel (per person admin fees) £50 £50 £75 £150 (not available within 48 hours)
Duration - extension of start or end date only (per person admin fees) £50 £50 £75 £150 (not available within 48 hours)
UK Airport (per person admin fees) £50 £50 £75 £150 (not available within 48 hours)
Destination Airport (per person admin fees) £50 £50 90% cancellation fee of total holiday cost 100% cancellation fee of total holiday cost
Accommodation



(per person admin fees)
£50 £50 90% cancellation fee of total holiday cost 100% cancellation fee of total holiday cost
Board (per room admin fees) £50 £50 £50 £50
Room (per room admin fees) £50 £50 £50 £50

* Plus any additional charges from accommodation provider.

Amendment fees are payable on the day the change is made and are in addition to any increase in holiday cost. If you've already bought a policy from Jet2Insurance, this is non-refundable after 14 days. If you're making any changes to your travel dates and/or who's travelling, you'll need to buy a new policy.

Our Manage My Booking facility allows you to make simple amendments to your booking without the need to call us. You can make amendments like adding in-flight meals, selecting specific seats and making name changes, as well as check in online. If you wish to change a major element of your holiday such as your hotel or change the name of a lead passenger or child, you'll need to call our Pre-Travel Services team.

 

Log in to Manage My Booking


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

No, you can use our Manage My Booking facility, which allows you to make simple amendments to your booking without the need to call us. If you wish to change a major element of your holiday such as your hotel, or change the name of a lead passenger or child, you'll need to call our Pre-Travel Services team. Manage My Booking allows you to make amendments like adding in-flight meals, selecting specific seats, making name changes and also allows you to check in online.

Log in to Manage My Booking

4. If a member of my party can’t travel, what are my options?

If possible, the best option here is to replace the person in question with another person by changing their name at the cost of an admin fee.

Otherwise, it may affect the overall per person cost of your holiday, as additional supplements may need to be paid for under occupied rooms.


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

Yes, but you’ll need to pay for the relevant seat charges to change them. If you’ve already checked in online, then you can’t change your seats online and you’ll have to call our Pre-Travel Services team on 0333 300 0737.

6. Can I make special requests?

You can make special requests, but we can't guarantee we'll be able to fulfil them, as special requests are subject to availability.

Some hotels also charge extra for rooms with a pool or sea view, so we wouldn't be able to fulfil those sorts of requests. If you want to guarantee this, there may be an option to select a pool or sea view room when you book your holiday.

To make a special request after you've booked your holiday, simply log into Manage My Booking and select “Special requests” under the “More” tab on the navigation bar at the top of the page.

Log in to Manage My Booking


7. What if I’ve made a booking error?

We can’t accept responsibility if you make an error when entering your details for an online booking.

You can correct errors, change dates and names on your booking by paying a fee. For more information on changes, please see “Can I make changes to my holiday after I’ve booked and what are the charges?” We do understand that unintentional mistakes can sometimes happen. If you made a booking by mistake, we may consider a refund if you tell us within 24 hours.


8. Can I upgrade to a private transfer after I’ve booked my holiday?

Yes, but this can only be done by contacting our Pre-travel Service team on 0333 300 0737.

Checking in

1. When can I check in?

You can check in online via Manage My Booking any time from 28 days up to six hours before your departure via our website or app. Please remember to print off your boarding passes or download them to your device. Or you can check in at the airport three hours before your scheduled departure.

Log in to Manage My Booking


2. 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.


3. Why can’t I check in online?

We can’t offer online check-in for flights departing from Turkey. You can still complete the process and get your pre-allocated seats, but you’ll need to visit our airport check-in desks to collect your boarding pass before you go to security.

4. What items are prohibited in my baggage?

In accordance with European Regulations, you’re not allowed to carry the following items into security restricted areas or onboard a plane:

Guns, firearms and other devices that discharge projectiles – devices capable, or appearing capable, of being used to cause serious injury by discharging a projectile, including:

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

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

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

Objects with a sharp point or sharp edge – objects with a sharp point or sharp edge capable of being used to cause serious injury, including:

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

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

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

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

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

Explosives and incendiary substances and devices – explosives and incendiary substances and devices capable, or appearing capable, of being used to cause serious injury or to pose a threat to the safety of aircraft, including:

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

In addition, you’re not allowed to carry the following items in your checked-in baggage:

Explosives and incendiary substances and devices – explosives and incendiary substances and devices capable, or appearing capable, of being used to cause serious injury or to pose a threat to the safety of aircraft, including:

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


5. How do I check in online?

You can check in online 28 days before you’re due to depart. Simply log in to Manage My Booking on our website or in our app and follow the instructions on screen to check in. To make it easy for yourself, have all your passenger and passport details to hand. You can print your boarding passes or download them to your smartphone. Get our app and you can download your boarding passes there too. When you check in, it’s your last chance to reserve seats or add Guaranteed Cabin Luggage too.

Log in to Manage My Booking


Mobile boarding pass

1. Can I download my boarding pass to my device?

Yes, you can download boarding passes to your device once you’ve checked in via our website or app. We don’t currently support any smart watches, so boarding passes can’t be downloaded to these. Log in to Manage My Booking, then select ‘Get boarding pass’. From here, you can either get a PDF boarding pass sent to you or save it to your device. No need to print – just show the pass on your screen when you get to the airport. This is available for most destinations, though there are some airports where you’ll have to get your boarding pass from one of our airport check-in desks instead:

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

Log in to Manage My Booking


2. How many boarding passes can I save to one device?

To make things simpler, you can save boarding passes for up to eight passengers on one device.

If you’re in a larger group, you’ll need to send them to different phones or print them out if you prefer. When using multiple boarding passes per device, please make sure your group stays together at the bag drop, security, gate and when boarding the plane.


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

You can speak to a member of our team at the airport who will be happy to give you a printed boarding pass for free.

Preparing for travel

1. 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


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

We’re always committed to offering our customers our best possible price, which means the cost of our holidays may go up or down. And we reserve the right to amend our pricing structure or advertise special offers and promotions at any time.

While we always recommend booking early to secure the availability of your chosen holiday along with the price you’re happy with, once your booking is confirmed, the price is fixed. Please note, if there is a decrease in the cost of your holiday after you book, you won’t be entitled to a refund of the difference in price.


3. Where do I find information about my car hire?

Your car hire voucher will be emailed to you 28 days before departure and you’ll have all the information you need on here.

4. Where can I find information about my villa?

28 days before departure, we’ll email you your documents. There will be a link on here to your villa book which has useful information such as how to access the Wi-Fi, how to work any alarms, safety deposit boxes etc.

5. How does COVID-19 affect my holiday?

Some countries now have essential travel requirements in place, so make sure you check if anything’s required before you take off.

We also have some handy information around extra safety measures we have in place on our COVID-19 hub, including COVID-specific FAQs.


6. Can I pre order food for my flight?

Yes, it’s always best to pre-order to be sure you’ll get the food you fancy onboard. We offer a wide range of options from great-value meal deals to tasty toasties, sandwiches and wraps. You can pre-order sandwiches up to 6 days before your flight or meals up to 48 hours before your flight on routes over 2 hours 25 minutes. The easiest way to pre-order food is through Manage My Booking.

Log in to Manage My Booking


At the airport and onboard the plane

1. 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.

2. Can I split my luggage allowance across bags?

Yes, as long as no individual bag weighs more than 32kg, you can split your luggage allowance across bags.

For example, if you’d booked two 22kg bags for yourself, one could weigh 26kg and one could weigh 18kg. However, if you only have one 22kg bag, you can't distribute this across multiple bags.


Special assistance

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

If you need assistance and arrive at check-in without pre-booking assistance, for safety reasons, you may not be able to travel. Subject to our normal change fees your booking may be changed to a later flight. Please make sure you pre-book to avoid disappointment and disruption to your travel plans. Assistance can be organised by completing this form


2. Can I carry medication with me?

Yes – all the essential medications you need for the duration of your trip should be carried in your hand luggage.

Essential liquid medication in quantities over 100ml must be certified as authentic by a doctor's letter and must be in their original containers. Just so you know, bottles and packaging may need to be opened by airport security during screening.


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