Lost or stolen item

You can call our 24/7 Customer Helpline on 0044 113 887 0350 for further support on what to do next.

Delayed/lost baggage

Once you've completed your PIR, you can check the status of your delayed baggage.

We will also update you by text message, so please give our Customer Helpers a mobile number when you complete your PIR.

We would like to reassure you that, once we’ve located your bag, we will deliver it to you at your hotel or home address. Our appointed courier company will contact you directly to arrange the best delivery time for you.

It may take a little time to locate your bag. To help us better direct your query, or if you feel you haven’t had enough communication from us in regard to your baggage, you can email us. Please use the address below of the airport you flew from and we will get back to you as soon as possible.

UK AIRPORT	EMAIL ADDRESS TO CONTACT
Belfast Int'l	bfspax.services@swissport.com
Birmingham	BHXBaggage@jet2.com
Bristol	BRSBaggage@jet2.com
East Midlands	EMABaggage@jet2.com
Edinburgh	EDIBaggage@jet2.com
Glasgow	GLABaggage@jet2.com
Leeds Bradford	LBABaggage@jet2.com
Liverpool	LPLBaggage@Jet2.com
London Stansted	STNBaggage@jet2.com
Manchester	MANBaggage@jet2.com
Newcastle	NCLBaggage@jet2.com

The Facts

• If your baggage is lost or delayed, please fill in a Property Irregularity Report (PIR) before you leave the airport.
• We’ll deliver your bag once we locate it.
• You can email us about your baggage at one of the dedicated addresses.
• If your bag is not located after five days, Central Baggage Services will endeavour to find it.

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If our Cabin Crew find anything onboard our planes during the turnaround, it will be handed to a member of Ground Crew. Please see a member of our team on arrival, who will be able to assist you further.

Any items found at the airport will generally be handed to the airport’s lost property department, or in the case of documents, to the airport police. Please contact the airport’s lost property office yourself – you can find their contact details by visiting the relevant airport’s website.

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No, because we always need a written version of your feedback to pass on to the relevant departments. We also want to make sure we’re investigating your complaint using your own words, so a written account will help us do this, and make it easier to translate for some of our overseas partners.

If you do need to discuss a matter over the phone, please let us know by email, and one of our team will call you back.

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Yes, we offer a free myJet2 membership programme to our customers, and as a member you’ll receive:

• myJet2 exclusive offers fortnightly right into your email inbox
• Exclusive notifications of any new routes being launched
• Access to exclusive member only competitions
• The ability to securely store your data to speed up the booking process

You can join online at jet2.com/myjet2 - simply select "Join today" to get started. From here you’ll also be able to update your details, including your name and email address if needed.

Join today

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You’ll need to send the item, along with a copy of your purchase receipt, along with a letter asking for either a replacement or a refund to:

Customer Service Team
Jet2.com & Jet2holidays
Holiday House
PO Box 284
Leeds
LS11 1GE

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We hope you can enjoy your break with us and love to hear whenever we’ve made your holiday that extra bit special.

We also know that from time-to-time things may not go according to plan. If we were unable to help you while you were on holiday, or you’d like to discuss any aspect of our service, we’d be happy to look into the matter further for you. Please contact us within 28 days of arriving home, so that we can get the right information to give you the best response. We may be unable to investigate any complaints made outside of this period, which may affect your claim for compensation.

You can find out how to contact Customer Services here. Or, if you’d like to submit a complaint, you can fill in this form and we’ll aim to get back to you within 48 hours. 

We will allocate you your own unique complaint reference which will look similar to this: Jet2/123456.

In order to comply with data protection, we’ll never discuss sensitive details of the complaint with anyone who is not the lead passenger on the booking. If you are handling a complaint on the lead passenger’s behalf, please make sure you include written authorisation from the lead passenger, allowing you to deal with the matter directly.

Jet2holidays is a member of ABTA, which means that we’re subject to their Code of Conduct.

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Once your complaint is logged, it will be assigned to one of our team.

Depending on your complaint, we may have to investigate your comments further, either with our internal departments, or with our suppliers and partners overseas. We do this so we can take the correct follow-up with your complaint and make the relevant people aware of any issues you may have faced. When this happens, we allow a certain amount of time to receive these comments.

Once we have all the relevant information, we’ll send you a full response, which will address the points you’ve raised, detail the necessary investigations and action taken, and offer you a resolution to your complaint.

We try to contact you on a like-for-like basis – so if you’ve written to us, we’ll contact you by letter, and if you’ve emailed, we’ll email you a response. Where we can, we’ll always email your personal email address, rather than any automated complaints handling tools such as Resolver.

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We aim to solve all complaints in the first instance, so the process can take up to 28 days. Part of the reason for this, which follows ABTA guidelines, is so we give your comments the attention they deserve. As a general rule, we’ll aim to respond to you within 21 days. This can take longer depending on the issues you’ve raised, or during some of our busier, peak periods like summertime. Wherever possible, we’ll aim to keep you updated if this does happen. We always aim to offer a satisfactory resolution for you, and if there are issues, we try to rectify them in our response. In order to help us reach a quicker resolution for you, please also be specific and concise in your complaint, and let us know what you would consider a suitable resolution.

As a general rule, when we assess your complaint, we will look at the areas of your holiday that were specifically affected. This means it’s very unlikely we’ll offer a full holiday refund for you.

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If you’re unhappy with the response you’ve received, please let us know by email or letter and your advisor will review your file, consulting with senior members of the Customer Service team where necessary. A further response will be issued within 14 days of receipt of your correspondence.

If you’re still unhappy, we’ll escalate your issues to a more senior member of the team. They’ll conduct a thorough review of all previous exchanges and provide a further response within seven days, outlining any further measures and offering an alternative resolution where appropriate. However, please be aware that at this stage, our position is unlikely to change.

If we’re unable to reach a suitable resolution, we’ll issue the relevant correspondence explaining that you’ve exhausted our complaints process and advise you on the next steps to pursue the matter externally. We’re a member of ABTA and as such, you will have access to their independent dispute resolution process, which is approved by the Chartered Trading Standards Institute. For more information, please visit www.abta.com.

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