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Coronavirus (COVID-19) update

Last updated: 26 February 2021, 14:30

Following the release of the government’s roadmap, we've decided to extend the suspension of all holidays up to and including 16 May 2021.

If you've been affected by these programme changes, we'll be automatically cancelling your booking with a full refund. Please be patient with us as we do this. In the meantime, please check the FAQs below.

If you're due to travel from 17 May 2021 onwards, we'll provide an update closer to the time. And if you'd like to know more about what we're doing to make sure you have a happy and healthy holiday, you can find out more here.

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?

Due to the ongoing uncertainty caused by the COVID-19 pandemic and government travel restrictions, we've decided to extend the suspension of all holidays up to and including 16 May 2021.

If you've been affected by these programme changes, we'll be automatically cancelling your booking with a full refund. This will be credited to the card(s) you paid with, in the same number of instalments you paid in. This may happen across several days, so keep an eye on the card(s) that you paid with.

If you’re due to travel from 17 May 2021 onwards, we’ll provide an update closer to the time. And 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.

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

Due to the ongoing uncertainty caused by the COVID-19 pandemic and government travel restrictions, we’ve decided to extend the suspension of all holidays up to and including 16 May 2021.

If you’ve been affected by these programme changes, we’ll be automatically cancelling your booking with a full refund.

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.

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 a localised lockdown?

If you have to self-isolate due to a localised lockdown but you’ve got a holiday booked that’s due to travel within a month’s time, you can amend admin fee-free to a later date. Just so you’re aware, the postcode on the booking will have to be included within the boundary of the localised lockdown.

To amend your booking, please get in touch with our Customer Service team on 0333 300 0042 and one of our friendly advisors will be able to help. We’re currently experiencing a lot of calls right now so wait times may be longer than normal If you wish to cancel, this will be in line with our normal terms and conditions.

What happens if I have to self-isolate due to NHS Test and Trace?

If you’ve got a holiday booked but have to self-isolate due to NHS Test and Trace, you can amend your holiday admin fee-free 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. If you wish to cancel your holiday, this will be in line with our normal terms and conditions.

If my holiday is cancelled or changed, what happens to my holiday essentials such as car hire, airport parking, airport transfers and insurance?

If you’ve booked any holiday essentials as part of your Jet2holiday or Jet2Villas package, they’ll be automatically cancelled or changed if your holiday is amended. If you’ve booked these products separately through Jet2carhire, Jet2transfers, Jet2insurance or Jet2extras, please check your separate booking confirmation for the details and contact our partners directly to make any changes:


Airport parking (Jet2extras): sales@jet2extras.com
Airport transfers (Jet2transfers): https://jet2.holidaytaxis.com/en/about/contact/
Car hire (Jet2carhire): www.jet2carhire.com/ContactUs.do
Travel insurance (Jet2insurance): www.jet2insurance.com/contact-us

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?

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. 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.

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