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Mon-Fri: 8am-7pm
Sat & Sun: 8am-7pm

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Refund guarantee

Planning a holiday or already booked? Award-winning customer service is a huge part of what we do, so you can expect a stress-free experience if you’d like to amend your booking or we have to cancel. We’ve got the trophies to prove it, plus we’ve been praised by consumer experts for the speedy and smooth way we deal with refunds, if we have to cancel. Below you'll find the details of our Changes and Refunds Policy, along with links to our Traffic Light Policy, Face mask policy and travel requirements.

Our Changes and Refunds Policy

When we’ll automatically cancel

Your holiday will be automatically cancelled and we’ll process your full refund within 14 days if:  

  • Your holiday is cancelled by us because of COVID-19. 
  • UK Government advice changes and it becomes illegal for you to go on a holiday abroad. 

When you can amend or cancel

You can amend your holiday admin-fee-free* or cancel it and we’ll process your full refund within 14 days if: 

  • The Foreign, Commonwealth and Development Office (FCDO) advises against all but essential travel to your destination in the seven days before your departure.  
  • The Government for the destination you’re travelling to enforces quarantine on arrival – and there’s no option for you to release yourself from this by providing evidence of a negative COVID-19 test. 
  • There’s a significant change to your booking and we can’t offer an equivalent holiday**. 

When you can amend

You can amend your holiday admin-fee-free* if:  

  • You, someone you live with or someone on your booking receives a positive COVID-19 test in the 14 days before your departure.  
  • In the 14 days before your departure, you’ve been told by the Government or NHS Test and Trace to self-isolate. 
  • In the 21 days before your departure, the area you live in goes into local lockdown and you’re advised not to travel.  

Choose Jet2holidays – we’re here for you!


Once again, we’ve been recognised as a Which? Recommended Provider. We’re super proud of this, as it’s based on the Which? Holiday Companies Survey that asked thousands of Which? members about their travel experiences. Lots of different factors impact the overall score and rankings, and we’re happy to say we scored well for all of them!


Our trophy cabinet’s full to the brim after our sister company, Jet2.com, scooped five awards at the Tripadvisor Travellers’ Choice Awards 2020! Jet2.com won Best Airline – UK and Best Low-Cost Airline – Europe – and that’s four years in a row! And Jet2.com was ranked fifth in the list of the Top 10 Airlines in the World.



Our customer ratings have averaged above 4.5/5 for several years now on Feefo, one of the UK’s biggest review websites. This has earned us Feefo’s prestigious prize, the Platinum Trusted Service Award!

*If when amending your holiday the total cost increases, you’ll need to pay the difference. 

**Please see our Terms & Conditions for what happens if we change your holiday Terms & Conditions | Jet2holidays

Our Changes & Refunds Policy is kept under constant review and may be amended at any time. Updated on 18 June 2021.

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