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Speak to one of our travel experts in our UK Call Centre:

Opening times:
Mon-Fri 8am-9pm
Sat 8.30am-8pm
Sun 9am-9pm


Please only call a number listed on our website or you can find a travel agent near you.

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 Face Mask Policy and travel requirements.

Important information before you travel

How to get a COVID-19 test

Find out more information about the types of COVID-19 tests needed for travel and how to get them.

Check your passport's validity

Most EU countries require UK passports to be less than ten years old and still be valid for at least three months after you come back from your holiday.

Our Face Mask Policy

Face masks must be worn at the airport, onboard our planes and on our transfers, even if you’re fully vaccinated. If you're unable to wear a mask, you must let us know in advance to be able to travel. If you fail to wear a face mask without our agreement, you won't be able to board your flight or transfer.

Our Changes and Refunds Policy

Last updated: 15 October 2021, 10:30

When we’ll automatically cancel

Your holiday will be automatically cancelled and we’ll process your full refund*** 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 request a full refund*** or a Refund Credit Note if:

  • The Foreign, Commonwealth and Development Office (FCDO) advises against all but essential travel to your destination in the seven days before your departure.
  • There’s a significant change to your booking and we can’t offer an equivalent holiday**
  • In the seven days before your outbound departure date, the UK Government enforces hotel quarantine (i.e. because of Red List restrictions).
  • In the seven days before your outbound departure date, the government in your destination requires you to self-isolate on arrival and there’s no option for you to release yourself from this, by either providing evidence of a negative COVID-19 test or proof of full vaccination¹. 
  • In the seven days before your outbound departure date, the government in your destination requires proof of full vaccination for children aged 15 and under who are currently not able to receive the vaccine in the UK. 

¹The COVID-19 vaccination programme in the UK is currently open to everyone aged 16 or over. You’ll need to be fully vaccinated at least 14 days before your arrival.

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 14 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.

***We’ll process your full refund within 14 days.

You should request any amend or cancellation at least three days before your departure. If you have a booking that doesn’t the meet the criteria of our Changes and Refunds Policy, but you want to amend or cancel, please click here to find out how to amend your booking for a fee, along with details of our cancellation charges.

Our Changes & Refunds Policy is kept under constant review and may be amended at any time.

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