Privacy Policy

About this policy 

At Jet2.com and Jet2holidays, we are committed to only collecting, using and disclosing your personal data in ways that you expect, or have consented to or as we are required or permitted to by law. This policy explains how we use your information and applies to all Jet2.com and Jet2holidays customers and visitors to our app and our websites (together our “websites”). 

We understand that not everybody needs or wants to know how we use their information in the same level of detail, so we have created two levels of information for you. If you just want to know the basics, please read the 'Essential Information' section for each topic. If you want to know more, please read the ‘detailed information’ section.

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Who is the controller of your data? 

Where you book a flight with us, Jet2.com Limited is the controller of your personal data and where you book your package holiday, Jet2holidays Limited is the relevant controller. 

Jet2.com Limited together with Jet2holidays Limited will act as joint controllers for the purposes of displaying details about your upcoming flights and holidays on our app or myJet2 customer account or/ and managing your myJet2 customer account.    

If you are using our websites, please note that some of the products and services advertised are provided by third parties. These partners will be the controllers of any information about you that they process in connection with the products and services they provide, and you should read the privacy policy which is available on each of their websites to find out how they will use your data. 

If you have any further questions please contact us here: privacy@jet2.com. 

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What do we use your personal data for? 

Essential Information 

The main way we use your personal data is to fulfil your booking (be it a flight or a holiday booking) to help us understand your needs and to provide you with a better service. If you create a myJet2 account and update your personal details in the account details section, we will also use your personal data to maintain this account. We may store information about your travel history and your preferences. We may also use your personal data for marketing purposes, but we will make sure not to send you communications with offers and information if you have told us you would prefer not to receive these. 

Detailed Information 

As well as to fulfil your flight or holiday booking and provide you with updates about your booking, we use your information in the following ways: 

Marketing communications

• marketing via SMS, email, letter or phone: We (including our group companies) may use your personal data to inform you, by email, letter, phone or SMS, about offers, products and services that we think may be of interest to you and we may also tell you about other organisations' products and services. If you do not wish to receive these communications, you can unsubscribe at any time by following the instructions included in our emails, text messages, or using the following links https://www.jet2holidays.com/unsubscribe or https://www.jet2.com/unsubscribe.
  Please note that if you sign up to our myJet2 account and opt-in to email marketing, you will receive emails from myJet2 (including myjet2perks), Jet2.com and Jet2holidays for both flights and holidays, however if you sign up only to Jet2.com marketing emails or Jet2holidays emails, you will only receive emails directly from that brand.
• for marketing via WhatsApp: We may use your personal data to inform you about offers, products and services that we think may be of interest to you via WhatsApp. If you do not wish to receive these communications, you can unsubscribe at any time by following the instructions in the WhatsApp message, or by contacting us at privacy@jet2.com.
• for marketing purposes with social media and other websites: We may use your personal data to generate targeted marketing on various social media sites, for example but not limited to, Facebook. We may also use your personal data to suppress or remove you from our marketing campaigns within these platforms. We recommend you routinely review the privacy notices and preference settings that are available to you on social media platforms. If you do not wish to receive such targeted marketing generally, you are able to switch this off within the social media site. If you do not want to receive such targeted marketing from us, you can let us know at any time using the following links https://www.jet2holidays.com/unsubscribe or https://www.jet2.com/unsubscribe.
• for marketing on other media: We may use your personal data to generate targeted marketing or suppress or remove you from our marketing campaigns via other media platforms (such as TV On Demand services) or online platforms (such as Google). If you do not want to receive such targeted marketing from us, you can contact us at: privacy@jet2.com. Additionally, you may also be able to manage your preference settings directly within those platforms.
• for communication and marketing purposes via push notifications: We may use your personal data to generate targeted messages or marketing where you receive notifications directly from the Jet2 app, on your mobile device or web browser. If you do not want to receive such push notifications from us, you can change your permissions via your mobile device settings or browser at any time;
• within the myJet2Perks section of your myJet2 account: If you click on myJet2Perks with your myJet2 account, within the App, we may use information about you to show offers or promotions which we think are relevant to you. For example, if you have a booking coming up soon, you may see more “pre-departure” offers.

For analysis or insights

• to develop our customer insights: we use personal data you provide through your interactions with us (for example, through booking your holiday or flight with us; or using our website or interacting with our communications; or which we have received from one of our partners) to develop a single view of you as our customer, to identify whether you may be eligible for offers, discounts, incentives or vouchers, and to help us decide which offers may be most relevant to you and tailor our communications and website, to keep you informed about relevant offerings that may be of interest to you.
• to inform business decisions, for example to ensure that we are providing holidays or flights that our customers want, to understand trends, improve the products and services we provide, and to help us ensure that we have appropriate resource in place to meet the needs of our customers;
• to review and analyse calls made to our contact centre or messages via our livechat platform to measure customer satisfaction and improve our service;
• we may use your personal data to measure the effectiveness of our marketing campaigns so we can make sure that our advertising reaches the right audience;
• for market research: from time to time, we may also use your information to contact you by letter, phone, SMS, email or via our app or websites to conduct customer satisfaction surveys or similar market research exercises;
• to help us design our websites and improve or personalise your experience and communications: we collect information about the way you use and access our websites, including IP address, device identifiers, the length of time spent on the website and the order in which pages are visited. We may use cookies and/or similar technologies to analyse how visitors navigate our web pages, links and forms. This helps us enhance your browsing experience, and improve content of our marketing material or to send you relevant targeted marketing. You can update your cookies preferences at any time. For more information, please refer to the cookies section here.

To speak to you regarding your booking or any other enquiry:

• we may use your personal data to respond to and deal with any complaint, query or request you contact us about. As part of our customer care procedures, we may also follow-up, either by letter, phone, SMS, email, or via social media, with customers, for example to resolve a complaint or to ask for a testimonial; or
• to comply with your requests to exercise your rights under data protection legislation such as when you request access to your personal data.

• to administer promotions and competitions which we run from time to time;
• for the purposes of ensuring safety and security on our flights and in our resorts and across our operations;
• for fraud prevention: to protect both our customers and us from fraud and theft, we may review information that we get from identity checks along with information in our customer records and other publicly available information (including social media);
• for meeting our regulatory obligations, including liaising with regulatory authorities and conducting our internal audits;
• for complying with applicable laws and regulations;
• for training and quality purposes to make sure we continue to deliver the standard of service that you expect from us;
• to comply with lawful requests by public, health, or regulatory authorities, discovery requests, or where otherwise required or permitted by applicable laws, court orders, government regulations, or other legal processes;
• for the purposes of safeguarding children (up to 18 years) on our flights and in our resorts;
• to manage and protect our legal interest, enforce our legal rights and obligations, and for any purposes in connection with any legal claims made by or involving you (including reviewing information which you have made publicly available and which may be relevant to any claim (such as content on social media sites); and
• for planning, due diligence and implementation in relation to a commercial transaction or service transfer that affects customers, for example mergers and acquisitions or a sale of all or part of our business.

Artificial Intelligence

We may use Artificial Intelligence ("AI") to help automate and improve our processes and analyse information that we hold. For example, we may use a bot within our LiveChat functionality to direct messages to the correct team, or provide a response to an FAQ, or we may use generative AI to summarise a conversation that we have had with you. Our use of AI may involve the use of your personal data. We take steps to assess any such technology we use in advance and minimise the personal data that is used to that which is necessary for our purposes. In appropriate circumstances in relation to the way in which we use AI, we will provide you with additional information to help you understand how we are using it.

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Where does your personal data come from? 

Essential Information 

Most of the data we process about you comes from you, for example, information you provide to us so that we can fulfil your travel booking. 

Other information is gathered during your use of our websites (e.g. IP addresses or information obtained via cookies or similar technologies) via your interactions with our communications and from your interaction with us at airports and hotels (e.g. data we may receive from airport check-in systems). If you have a myJet2 account, we will retain information about your visit – for example when you last logged in. 

Detailed Information 

Most of the personal data we process is information you provide to us, such as your name, contact details, payment card information, date of birth etc. You usually provide this information when you make a booking via our websites, mobile app, or call centre, or when you contact us via email, letter or phone. You can also provide this information if you set up a myJet2 account, all of which you can update yourself at any time in your account. 

We may also obtain your personal data from other companies that we partner with, such as retail partners (such as travel insurance or car hire) or other third parties that provide services to us or you. We may also use personal data from other sources which supply publicly available information.

If you use social media sites such as Facebook, X and Instagram, booking engines or personal banking sites, please note that these sites are operated by third party providers and they may share your personal data with us. We recommend you routinely review the privacy notices and preference settings of such information sharing platforms. We will respect any permissions you have set on those platforms regarding our use of your personal information.   

Cookies 

Essential Information 

Similar to other commercial websites, our websites utilise a standard technology to collect information about how our website is used by individual devices connected to the internet. 

This information is gathered through "Cookies" (or similar technologies) which are downloaded to your device when you visit a website. Cookies may collect personal information about you. These small files allow us to distinguish you from other users of our website, monitor website traffic, improve our website and to personalise the content of the site for you and provide you with relevant marketing. This ultimately helps us provide you with a good experience when you browse our websites and improve and tailor the content of our marketing. Within our app we use integrated Software Development Kits (SDK’s) to understand how users interact with our app (in a similar way to how we use cookies), to identify and fix issues and improve the user experience and to deliver relevant marketing.  

To find out more about our use of cookies or manage your cookies preferences, please read our cookies policy here.  

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Do you have to provide your personal data? 

Essential Information 

In most cases, providing your personal data to us is optional, however, if you do not provide certain information, we may not be able to fulfil your booking. For example, if you book a flight with us, we need details such as your name and contact details to be able to complete your booking and we will need your payment card details to take your payment.

When you make a booking, we will only collect information which is required for the purpose of your booking. In other cases, you have a choice over whether we collect your personal data, for example, you can turn off cookies in your browser settings and we will not place any cookies on your device or computer (although this may mean that may not be able to use all parts of our website), or you can choose to reject non-essential cookies.

Sometimes, we are required by law to collect certain data for border control purposes and where you have booked a flight with us you cannot prevent this collection of data other than by choosing not to check-in for this flight. We may also be required to share your personal data with the relevant authorities before travel or upon request. 

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What personal data do we process? 

Essential Information 

We process information about you that you give us when you make a flight or holiday booking with us or purchase any other product or service from us, such as your name, date of birth, billing and home addresses, booking reference, email address, telephone number and payment card details. Where necessary we will also collect your passport and other travel authorisation documents such as visas. If you choose to create a myJet2 account, you will also provide your email address and a password to do this. When you visit our websites we also automatically collect your IP address, which is a unique identifier for your computer or other device you are using to access our site. 

You may provide us with limited details about other people (e.g. where you make a travel or holiday booking on behalf of a group, where you add other travellers details within your myJet2 account or where you provide us with the name and contact details of a third party who we may contact in an emergency). Where you provide the details of other individuals you should ensure you are have their permission to do so and advise them to read this policy if they want to find out more about our data protection practices.  

Detailed Information 

A more detailed description of the information we process about you can be found below. 

• myJet2 log-in details (which is usually your email address) and password – you have the option to create these when you create a myJet2 account; 
• Contact details – your name, home and billing addresses, postcode, email address and telephone numbers and any social media details; 
• Age / date of birth – you will need to provide this information as part of the booking and/or check-in process; 
• Payment card details – card number, security code, expiry date, issue number and name of card holder; 
• Booking history – details of bookings you have previously made via our websites, our contact centre or via travel agents; 
• Booking Reference – to allow us to identify your booking in order to manage any changes to it; 
• Device details – information about the device (e.g. computer, mobile phone) that you use to access our websites; 
• Call Recordings – if you call our contact centre or speak with our Customer Services Team, we may record your call. You will be informed when making a call if it is being recorded; 
• Information contained in enquiries or complaints – if you make a query or complaint (via any means, which may include: via our contact centre, website, email, livechat, post and social media), you will provide us with associated information which might in some cases include special categories of data such as information about health (e.g. where you notify us of any requirement for assisted travel) or religion (e.g. where you request a specific meal choice); 
• Identity documents – we require details included on your passport in order to allow us to process your booking. In certain cases, we may need to verify your identity through additional checks, to ensure the authenticity of your travel documents. Also, if you exercise any of your rights under data protection laws such as requesting information about your personal data that we hold, we may ask for proof of your identity such as a copy of your passport or driving licence; 
• IP address and cookie data – when you visit our websites we also automatically collect your IP address which is a unique identifier for your computer or other device you are using to access our site. Our websites also use cookies and similar technologies – please click here for further information. We may also collect other information via the cookies which enables us to identify you and understand how you have used our website and what you have looked at. If you have a myJet2 account, we will collect information about your use of the website whilst you are logged in;
• Marketing information – we will keep a record of your marketing status, for example if you are opted-in or out of marketing communications, along with details of marketing communications which have been sent to you, and any associated marketing information; and
• Emergency Contact information – you may provide us with the name and contact information of another person (for example, a next of kin) so that we can contact them in the event of an emergency or where it is otherwise necessary for your safety or wellbeing. You should ensure that you have their permission to share these details.
• Special categories of data – we may also process information about you that the law considers to fall within special categories, such as information about your health or disabilities, racial or ethnic origin, religious or other beliefs or sexual orientation. This information is known as "special categories of data" and receives extra protection under data protection laws. We may collect this to ensure we can meet any specific health requirements you have when travelling or to ensure we provide meals which meet any religious based dietary requirements. In other cases, we may need this information about you to fulfil your order, answer a complaint, respond to a safeguarding concern about a child, or defend a legal claim from you or we may be able to assume some information about you from what you tell us. 

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What are the legal grounds for processing your personal data? 

Essential Information 

Data protection laws require us to tell you what legal basis we use for processing your personal data. These bases are set out in the applicable data protection law. We generally use the following grounds: 

• the processing is necessary to perform a contract with you (i.e. the contract for the sale and purchase of your flight or holiday), or to take steps requested by you before entering into this contract; 
• the processing is in our or someone else's legitimate interests, and these interests are not overridden by your interests or rights in the protection of your personal data; 
• in some cases, we may rely on recognised legitimate interests, such as preventing and detecting crime, safeguarding children or vulnerable individuals, or cooperating with law enforcement and regulatory bodies. When we rely on this lawful basis, we ensure that the processing is necessary, proportionate, and carried out in a way that respects your privacy rights;
• you have given your consent to the processing of your data; or 
• the processing is necessary to meet a legal obligation which applies to us. 

Sometimes we process data about you which the law considers to fall within special categories (see section "What personal data do we process?" for more details), in which case, we use one of the following grounds: 

• the processing is necessary to protect your vital interests or those of another person where you are physically or legally incapable of giving consent (e.g. in the event of a medical emergency); 
• the processing is necessary for the establishment, exercise or defence of legal claims; 
• the processing is necessary for reasons of substantial public interest on the basis of EU or domestic law; or 
• you have freely given your consent to the processing. 

Please see the table below if you want to know which particular grounds we use for each particular processing activity. 

Detailed Information 

We explain below which particular ground we use for each activity. Where we rely on the ground that the processing is in our or someone else's legitimate interests, we explain what those interests are (data protection laws require us to tell you about this).  

Who do we share your personal data with? 

Essential Information 

We share your personal information with our chosen third party suppliers who provide services to you and us (for example, hotels, travel agents etc); with local border control and law enforcement agencies (for example for fraud prevention or immigration control); and to other companies within the Jet2 group. 

Some of these organisations may be located outside of the UK and therefore your personal data may be transferred between the UK and other countries. Where this happens, we have safeguards in place to ensure that your data is protected. 

Detailed Information 

The types of third party service providers who we share your data with include; 

· Third party suppliers that we work with to provide your flight, holiday or any other service you buy from us (e.g. hotels, transport companies, local operators, excursion/attraction providers, car hire companies, travel insurance providers). We provide these parties only with the essential personal information about you that is needed to make sure your holiday runs smoothly together with any follow up information that may need to be shared to deal with incidents, complaints or feedback. We always have contracts in place with these third parties which require them to properly protect your data and only use it for the purposes of providing the particular service. Where those parties are using your personal information to provide their own services to you separate from your booking with us (for example, your chosen hotel may collect certain information for their own local booking requirements or your car hire company may collect your driving licence details to meet local legal requirements) , they will be separate data controllers of that information. We would encourage you to read the individual hotel/attraction provider/etc privacy policy to understand how they handle your information and how to exercise your rights. If you purchase car hire through Jet2holidays or Jet2.com we will transfer your personal data to Rental Cars (Travel Jigsaw Limited) or ETrawler Unlimited Company trading as CarTrawler to provide you with car hire services. Jet2holidays and Rental Cars will be independent data controllers in respect of that information. Rental Cars will use the information in accordance with their privacy policy. For details about how your data will be handled by Rental Cars, please refer to their privacy policy directly. Jet2carhire | Privacy policy. Where car hire is provided by CarTrawler, CarTrawler, acting as a data processor will... handle your data on behalf of Jet2holidays solely for the purpose of providing car hire services.

· Where travel insurance is purchased, we will share your data with the insurance administrator and insurer for the purposes of arranging, administering and handling claims under the policy.

· Third party providers we use to provide us services, for example, to help us understand our customer behaviour or help improve our website (e.g. marketing agencies, IT developers, advisors).