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Coronavirus (COVID-19) update

Last updated: 3 July 2020, 19:30

While the coronavirus (COVID-19) pandemic affected our flights and holidays programme between March and July, we’re happy to say that we’ll be flying again from 15 July 2020! If you’d like to know more about what we’re doing to make sure you have a happy and healthy holiday, find out more here.

If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be going ahead. From 15 July 2020, we’re operating a reduced flying programme, so a number of flights and holidays are also affected. We're proactively contacting all affected customers in departure date order, which we think is the fairest way – please be patient with us as we do this. In the meantime, please check the FAQs below.

Our customers are our priority. And during the pandemic, we’ve been repeatedly recognised by the media, consumer organisations and our customers for how we’ve been looking after those who have been affected by programme changes. And we’re really proud of that!

For the latest government advice, please visit the dedicated website here: https://www.gov.uk/guidance/travel-advice-novel-coronavirus

Are your flights/holidays still operating?

We’re flying again from 15 July 2020! So if you’re due to travel after this date, most bookings are currently unaffected so your holiday should operate as normal. If you’d like to know more about what we’re doing to make sure you enjoy a happy and healthy holiday, find out more here.

If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be going ahead. From 15 July 2020, we’re operating a reduced flying programme, so a number of flights and holidays are also affected. We're proactively contacting all affected customers in departure date order, which we think is the fairest way – please be patient with us as we do this.

My holiday’s been cancelled – what are my options?

Due to the coronavirus (COVID-19) pandemic and scheduling changes, a number of our flights and holidays aren’t going ahead. We know how much you were looking forward to a well-deserved break, so if your booking has been affected, you have several options to choose from:

  • Want a holiday to look forward to but haven’t decided on the details just yet? You can request a refund credit note to use to rearrange your plans! All you need to do is log in to Manage My Booking, click 'Cancel booking' and you’ll be given a refund credit note to rearrange your holiday. Whether you want to book a sunshine break with Jet2holidays, treat yourself to a luxurious Indulgent Escapes retreat, enjoy a culture-filled Jet2CityBreak, snap up a charming Jet2Villa or go for a VIBE holiday.
  • If you’d prefer a refund, please wait for us to get in touch with further details. We're proactively contacting all affected customers in departure date order, which we think is the fairest way – please be patient with us as we do this.

Should I be worried about going on holiday and should I cancel?

We know that things look and feel a little different these days. But rest assured, your safety is our priority. We’ve put lots of extra measures in place to make sure you have a happy and healthy holiday – you can find out more here.

However, if you’d like to know more about either amending or cancelling your holiday, please visit our cancellations page for more information.

You’ve cancelled or delayed my flight due to the coronavirus (COVID-19) situation, am I entitled to any compensation?

We are working extremely hard to deal with the unprecedented situation arising from the COVID-19 outbreak in Europe and ensure that affected customers receive all appropriate support and assistance. However, in line with the advice from the UK Civil Aviation Authority, delays and/or cancellations arising from circumstances relating to COVID-19 will be treated as extraordinary circumstances and therefore not eligible for compensation under Regulation EC261/2004.

My holiday has been cut short or cancelled due to coronavirus (COVID-19), am I entitled to compensation?

Customers will not be entitled to any additional compensation under the Package Travel Regulations, as the reason for the holiday not continuing or being cancelled is outside of our control.

What can I do to protect myself and prevent the spread of the disease?

We recommend that you follow the advice of the appropriate authorities:

World Health Organisation:
https://www.who.int/emergencies/diseases/novel-coronavirus-2019

Foreign and Commonwealth Office / UK Government:
https://www.gov.uk/health-and-social-care/health-protection-infectious-diseases

Should I wear a facemask on the aircraft or in the destination I'm travelling to?

The health and safety of our customers and colleagues is our number one priority. We are in discussion with the relevant authorities, and we will provide an update on safety measures in due course.

The government is advising social distancing to protect older people, pregnant women and vulnerable adults. I fall into one of the listed categories and therefore won’t be able to travel on my planned flight/holiday. What should I do?

Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, we’ve decided to recommence our flights and holidays programme on 15 July 2020. If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be operating. We’re proactively contacting all affected customers about their options, in departure date order, which we think is the fairest way. Please be patient with us as we do this and remember that we’ll get in touch with you.

If you’ve made a booking that’s currently unaffected and you would like to either amend it or cancel, this will be in line with our terms and conditions.

If you’re due to travel after 14 July 2020, you can also talk to your travel insurance provider for more information.

To find out whether you fall into one of the vulnerable categories, further information from the UK government can be viewed here.

I’m an NHS/emergency services worker and I have a holiday booked between now and 31 August 2020. Due to work commitments as a result of the coronavirus (COVID-19) outbreak, I’m no longer able to travel – what are my options?

We think that everything you’re doing right now for the nation is brilliant. So if you can’t go on your holiday as planned, you can amend your booking free of charge – this one’s on us. Whether you want to change the departure date, destination, hotel or who’s travelling on the booking, you won’t have to pay the admin fee.

If you were due to depart before 15 July 2020, one of our friendly customer service advisors will be in touch and more than happy to help you. Understandably, we’re receiving a lot of calls right now and dealing with queries as quickly as possible in departure date order, so please bear with us.

If you were due to depart between 15 July - 31 August 2020, please go to https://www.jet2holidays.com/contact-us, click on the customer service tab and fill out the form. We'll do our best to contact you as soon as possible.

Please note that you’ll have to provide proof of work ID when amending your booking.

My holiday’s been cancelled and the departure date has already passed. I’ve still not heard from you about my booking – what should I do?

The coronavirus (COVID-19) pandemic has resulted in everyone having to deal with difficulties and restrictions, and our business and our colleagues face these too. We can absolutely assure you that our teams are doing their best to deliver on our promise of delivering Package Holidays You Can Trust.

We're proactively contacting all affected customers in departure date order, which we think is the fairest way. Please be patient with us as we do this, we’re working as quickly as we can through a high volume of affected bookings.

I was told I was getting a refund, but I've not received it yet - what should I do?

If we’ve been in touch with you about a refund, please allow up to 28 days for the payment to reach your account. If it’s been more than 28 days, this may be due to a failed refund, for example if your card has expired, so we’ll contact you as soon as we can to take updated account details.

What happens if I have to self-isolate due to NHS Test and Trace or a localised lockdown?

If you’ve got a holiday booked but are having to self-isolate due to NHS Test and Trace or a localised lockdown, you can amend your holiday free of charge to a later date. Please get in touch with our Customer Service team on 0333 300 0737 and one of our friendly advisors will be able to help you amend your booking. Please note, we’re currently experiencing a lot of calls right now so wait times may be longer than normal.

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