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Frequently asked questions

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Top FAQs

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

When do I need to arrive at the airport?

We recommend that you check in at least three hours before the scheduled flight time.

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

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

How do I check in?

You have three options – you can check in:

If you’re checking in via our website or app, go to Manage My Booking and log in using your booking reference. Select ‘Check in’ and follow the instructions.

 

Log in to Manage My Booking

 

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

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

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

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

They visit selected hotels regularly, so you can check the Jet2holidays noticeboard or information guide at your hotel for times. You can also call our 24/7 Customer Helpline 0044 113 387 9501. You’ll find all the contact information you need in your welcome pack when you arrive on holiday.

Can we combine our luggage allowance into one bag?

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

Other FAQs in this category

Asking for help

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

At the airport and onboard the plane

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

Car hire

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

Asking for help

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

If you need to change the duration of your trip while you’re away, please call our friendly team on 0044 113 387 9501 who will be happy to help you look into what’s possible. This would be subject to availability at your accommodation and on our flights, plus any extra costs.

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

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

They visit selected hotels regularly, so you can check the Jet2holidays noticeboard or information guide at your hotel for times. You can also call our 24/7 Customer Helpline 0044 113 387 9501. You’ll find all the contact information you need in your welcome pack when you arrive on holiday.


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

If our Cabin Crew find anything onboard our planes during the turnaround, it will be handed to a member of Ground Crew.

Please see a member of our team on arrival, who will be able to assist you further. Any items found at the airport will generally be handed to the airport’s lost property department, or in the case of documents, to the airport police.

Please contact the airport’s lost property office yourself – you can find their contact details by visiting the relevant airport’s website.


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

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

Delayed/Lost baggage

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

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

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

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

Damaged baggage

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

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

Baggage claims

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

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

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

Email: Customer.Service@jet2.com

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

We aim to respond to you within 28 days.

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


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

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

Then you need to contact your Customer Helper in resort or call our 24/7 Customer Helpline on 0044 113 387 9501 for further support on what to do next.


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

You can contact your Customer Helper in resort or call our 24/7 Customer Helpline on 0044 113 387 9501 for further support on what to do next.

At the airport and onboard the plane

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

We recommend that you check in at least three hours before the scheduled flight time.

2. Where do I store my e-cigarettes?

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

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

We no longer serve nut-based products onboard our planes, but we can’t guarantee that other customers won’t bring their own nut products.

However, if our Cabin Crew are made aware of a nut allergy sufferer, they’ll announce to passengers at the beginning of the flight that there’s someone on the plane with a nut allergy.

They’ll also tell customers not to eat any nut-based food during the flight. If you have a nut allergy, please inform our Pre-Travel services team on 0333 300 0737 beforehand so the Cabin Crew can make this announcement and let everybody onboard know that you have a nut allergy.


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

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

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

No, you can’t bring hot food or hot drinks onboard our planes. However, we do offer a great selection of meals, hot and cold sandwiches and drinks that can be pre-purchased in Manage My Booking or bought onboard.

 

Log in to Manage My Booking


6. Can I use electronic equipment onboard?

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

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


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

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

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


8. How do I check in?

You have three options – you can check in:

If you’re checking in via our website or app, go to Manage My Booking and log in using your booking reference. Select ‘Check in’ and follow the instructions.

Log in to Manage My Booking

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

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


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

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

Car hire

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

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

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

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

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

It’s best to fully check your car as soon as you collect it, as any damages could affect your excess. Report any issues to the rental desk before leaving the car park, so they can give you another vehicle if needed. If you have any problems, call Jet2carhire on +44 (0) 161 602 5404 (open 24/7).

4. Can I request an automatic hire car?

Yes. When you’re searching for your car, just select ‘Automatic' in the transmission filter. You’ll see the transmission type clearly labelled on each option.

5. Which optional extras are available for my hire car and when do I need to pay for these?

Optional extras vary by supplier, but typically include additional drivers, child seats, GPS and luggage/roof racks. These can be requested in advance and you’ll pay the car hire company for these when you pick up the car, in the local currency for the latest price.

6. What do I need to bring with me to pick up my hire car?

In most cases, you’ll need:

  • A credit card in the name of the lead driver with a large enough limit to cover the excess
  • A full driving licence photo card, held for minimum of 1 year with no major endorsements
  • A valid photo ID (Passport or National ID)
  • A printed version of your car hire voucher

7. Do I need an international driver's licence when I have car hire on holiday?

Please make sure that you’ve 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


8. Is it sufficient to show a copy of my driving licence when picking up my hire car?

No – you’ll need to have your original driving licence in order to pick up your hire car.

9. If I have a hire car, will I get driving instructions and information on toll roads?

You’ll be given directions to your villa with your holiday documents, 28 days before your holiday starts. But it’s down to the driver to find out about motorway and border tolls, and costs vary by destination.

10. Do I need to generate a DVLA ‘Check Code’ for my hire car?

When collecting your vehicle, some suppliers may ask for a code so that they can check your licence online.

UK driving licence holders must go to www.gov.uk/view-driving-licence to create a one-time passcode which is valid for 21 days. For more, please click here


11. What’s the fuel policy with my car hire?

When you pick your car up, the fuel tank will be full or partly full. You’ll need to leave a deposit to cover the cost of the fuel.

This money will be blocked on your credit card during the rental and returned within seven working days after the rental, as long as you replace the fuel you've used just before you return the car. It's a good idea to ask for directions to the nearest petrol station to the rental drop-off location.


12. Do I need to leave a deposit at the car rental desk?

At the rental desk, you’ll be asked to either leave a deposit on your credit card (amount shown on car hire voucher) or buy the supplier’s insurance in case the car is damaged or stolen.

If you’ve already bought Full Protection Insurance, you’ll only need to leave a deposit which is covered under your policy. Deposits will be temporarily taken or blocked on your credit card and will be returned within seven working days after the rental if the car is returned undamaged.


13. What do I do if my flight is delayed and I'm going to be late picking up my hire car?

The hire car company will be able to track your flight and can usually hold the car for you for up to an hour. Please call Jet2carhire on +44 (0) 161 602 5404 (open 24/7) to advise of any delays longer than this.

Jet2Villas holidays

1. Can we get our hire car delivered to our villa?

Unfortunately, we don’t offer this service. All cars are collected and returned to the rental provider at the airport.

2. If I’ve booked a Jet2Villa holiday with car hire included as standard, can I switch to coach transfers?

Car hire is included as standard in all our Jet2Villas holidays, except for Skopelos. If transfers are available, you’ll be given the option to change if you like.

3. Will cots and highchairs be available at my villa?

It depends, so please let us know at the time of booking if you need a cot and highchair at your villa.

And due to COVID-19, extra safety measures have been put in place so you might need to bring your own cot linen. If you need anything extra before you book, please call our friendly UK-based Call Centre on 0800 408 0778.

If you've already booked your villa holiday, please call us on 0333 300 0737. If you're staying in a complex or hotel resort villa, you can request cots and highchairs but they aren't guaranteed. Please call 0333 300 0737 to ask for these, but just so you know, there could be a supplement to pay.


4. Will I have a safety deposit box at my villa?

This depends on which villa you book, not all our villas have a safety deposit box included inside.

5. Are towels provided at my villa?

Towels for use inside the villa are included in individual villas.

Pool towels are not included as standard, so please bring these with you if you need them. If you're staying in a complex or hotel resort villa, you can ask for towels at the reception but these are subject to availability. You may also need to pay a local charge if you need to hire pool towels.


6. Is there a cleaning/maid service at my villa?

Maid services vary at each villa, ranging from preparation only with linen and towels to a service five days per week with daily towel change and weekly linen change. The standard maid service provided with all villas usually includes a pre-clean and preparation of the villa and an end clean. If you're staying for two weeks, you'll have a linen and towel change roughly halfway through your holiday. You can arrange an extra maid service for an extra cost – please contact us for more details.

Beach towels and cleaning equipment, such as washing up liquid and dish cloths, are not supplied in any of our villas. If your villa has a barbecue, please keep it clean as maid service is not included for this facility. You’re also responsible for taking out the rubbish each day to the local collection points, which should prevent insects from being attracted to the villa. More information about the location of these collection points will be available in your villa book.


7. When will pool heating be available at my villa?

Please look at the details of your individual villa to find out the dates when heating is available. You may also have to pay a charge for pool heating. If you need pool heating, please contact us at least seven days before you arrive so we can make sure the pool is heated in time for your arrival.

8. If my villa has satellite TV, what channels are included?

You can expect at least one English language channel but subscription channels are not usually available. Some villas only have terrestrial TV, which only receives local foreign language channels.

9. Where will I collect the keys for my villa?

Your holiday documents will be sent to you 28 days before you take off and will include all the details about how to access your villa. Please check this to find out where to collect your keys, as well as other security information like alarm and gate codes.

10. How do I find my villa?

We’ll email your holiday documents to you 28 days before departure and there will be directions to your villa on here.

Local knowhow

1. How do I book an excursion?

You can add an excursion to your booking before you travel by using the Manage My Booking function on our website or app. Or you can speak to one of our Customer Helpers when you’re on holiday, and they’ll be happy to arrange everything for you.

 

Log in to Manage My Booking


2. Where can I find information about what to do while I'm here?

If you’re staying in a hotel, you can check our handy information guide for lots of information about what to see and do in your destination.

You can also speak to your in-resort Customer Helpers – they’re locals so they have heaps of insider knowledge and top tips. Or download our app and you can read through our in-depth destination guides at your leisure.


3. Will I need to pay any local taxes?

If you’re holidaying in the Balearics (Majorca, Menorca and Ibiza), you’ll need to pay a Sustainable Tourism Tax. The amount of tax depends on the category of your accommodation (see table below). In off season (1 November to 30 April), there’ll be a 75 % discount. Children under 16 years old are exempt and long-term holidaymakers get a 50% discount from the ninth day of their stay. The tax will be collected by the hotel/apartments at the time of check-out.

Types of establishments: Euros per person per day*
(all charges subject to 10% VAT)
5-star, 5-star luxury and 4-star superior hotels 4
4-star and 3-star superior hotels 3
1-star, 2-star and 3-star hotels 2
4-key and 4-key superior tourist apartments 4
3-key superior tourist apartments 3
1-, 2- and 3-key tourist apartments 2

4. How will we know where to go when I arrive at my destination?

Once you’ve collected your luggage and left the baggage hall, please look out for our friendly Customer Helpers who will be waiting for you – you can’t miss their famous red uniform. You’ll find more information on your transfer voucher we send to you 28 days before travel.


5. Where should I store my money and valuables during my stay?

We strongly recommend that you store all money and valuables in a secure place during your holiday.

Please check first if your accommodation offers a safe in your room. If not, we recommend hiring one. Alternatively, you may be able to store your valuables at the reception. If there are no other alternatives, we advise that you keep your money and valuables with you at all times. Please do not leave them in full view in your room.

Please note, neither Jet2holidays or your hotel are responsible for any loss, theft or damage that occurs to your money or valuables during your time away.


Transfers

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

Your transfer pick-up time will be available in our app 72 hours before you’re due to head home.

You can also find it in the information guide and on our Jet2holidays noticeboard at your hotel 72 hours beforehand too. We’ll also send you a SMS and an email if we have your contact information.

Download our app


2. What do I do if my transfer doesn't arrive?

Your transfer pick-up will be a 30-minute window of time, so please wait for the full duration before you get in touch with us.

If your transfer doesn’t arrive by the end of that window, please call us on 0044 113 387 9501, but please don’t worry – we won’t leave you behind. If you do need to call us, we kindly ask that only one member of your party tries to reach us.


3. What do I do if I'm not planning to use my transfers?

If you have a transfer included as part of your package and you don’t plan to use it, please speak to your Customer Helper in your hotel or you may call 0044 113 387 9501 to let us know. This will help us prevent any delays on our transfer journeys.
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