CUSTOMER SERVICE
On Board Conduct
For safety reasons smoking on all flights is strictly prohibited. Drinks (including alcoholic drinks) may be served during your flights. Only alcoholic drinks purchased on board may be consumed during the flight. Jet2.com reserves the right to serve alcoholic drinks to customers at our absolute discretion.
The Captain of the aircraft retains absolute discretion to (as appropriate) refuse to allow a customer to board, or deal with customers on board whom he believes are misbehaving, acting disruptively, or otherwise endangering or inconveniencing other customers or members of the flight or cabin crew. Any person falling foul of this provision shall be liable to indemnify us in full against any liability or loss we may suffer as a result. Furthermore, they may be prevented from flying with us in the future.
Refusal to Carry
Jet2.com will refuse to carry, or will remove en route by diverting the aircraft, any person, if in the opinion of the Jet2.com representative or the aircraft captain, such action is necessary because one of the following has happened or we reasonably believe may happen:
- Safety or security is breached
- To prevent violation of any applicable laws, regulations, or orders of Nation or Country to be flown from, into or over
- The conduct, status, age or mental or physical condition of the person is such as to render him/her incapable of caring for him/her self without special assistance. Jet2.com will endeavour to obtain supporting medical evidence, where appropriate.
- Cause discomfort or make him/her self objectionable to other passengers and crew.
- Involve any hazard or risk to him/her self or to any other persons or to property.
- He/she fails to observe instructions of Jet2.com staff or Handling Agents.
- Any person presenting him/her self for travel, who is deemed to fall into one of the above categories, must be referred to the Jet2.com representative, who shall exercise discretion as to whether to exclude such a person from the flight.
- Inability to prove identity in accordance with our requirements (click here)
- Not medically fit to fly
Endangering Safety – Policy
- Jet2.com will not permit any person to enter, or be in, an aircraft when suspected of being under the influence of alcohol or drugs to the extent that the safety of the aircraft or its occupants are likely to be endangered.
- Jet2.com will not permit any person(s) to act recklessly or negligently so as to endanger an aircraft or person(s) therein.
- Jet2.com will pursue a vigorous policy with the use of Law enforcement agencies towards any person who, in the opinion of the aircraft captain, endangers the safety of the aeroplane. This includes the possible diversion of the aircraft to offload an individual. Any costs involved in the diversion of the aeroplane will be recharged to the individual concerned.
- Jet2.com will support the decision of its staff and/or its authorised agents to refuse embarkation to any person acting in any one of the above conditions.
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Cancellations and Refunds
Do you offer cancellations and refunds?
I want to cancel my flight booking.
No refunds will be permitted should you decide to cancel your flight. However, we do permit certain changes to flights, follow the link for more information about changing your flight.
Insurance and Expenses Claims
Jet2.com is a non-refundable airline. If you require a statement of non-travel, a statement to confirm flights have been flown, a statement to prove cancellation of booking or a confirmation of expenses to support your insurance claim, please print the form below, completing all the relevant sections and post it to the address shown on the form. Please note that we charge 15GBP/ 21EUR/ 32CHF/ 560CZK/ 85PLN for this service. We will aim to respond within 21 working days from receipt of this documentation.
Insurance verification form
Adobe Acrobat is required to view the form above, download Adobe Acrobat here.
Jet2.com has to cancel your flight booking.
On the rare occasion that we have to cancel your flight for any reason, and no suitable alternative flight is available, then we will advise you, using the contact details provided during the booking process.
When a cancellation is forced upon us at short notice (by external circumstances e.g. weather, air traffic control strike etc.), customers requiring a refund for the cancelled flight should write to us at the address below quoting their booking reference (e.g. ABCXYZ)
Customer Care Team
PO Box 314
Leeds
LS19 9DY
England
We aim to respond to you within 21 working days.
Refunded monies will be credited to the payment card holder from whom the original payment was received, less any payment card fee.
We strongly recommend that all our customers take out adequate personal travel insurance to cover unexpected eventualities.
If I haven’t travelled can I reclaim any of the airport taxes?
You may apply in writing to us for a refund of Air Passenger Duty (APD) if a ticket has not been used. However, in all cases, we charge an administration fee of 40GBP/ 55EUR/ 84CHF/ 1460CZK/ 230PLN for each booking requiring a refund.
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Gift Vouchers
Can I buy flight gift vouchers?
Yes. Gift Vouchers of £25 or multiples thereof can be purchased via our Call Centre 0871 226 1737. Please note that we do not charge debit or credit card fees when purchasing your gift vouchers.
How do I redeem my gift vouchers?
Gift Vouchers can currently only be redeemed when making a booking made via our Call Centre. Please contact a member of our team on 0871 226 1737 and advise them that you wish to make a booking using gift vouchers.
Can Gift Vouchers be used for on-board purchases?
No – Gift vouchers can only be used to make flight bookings and associated airline ancillary services e.g. baggage.
For full Terms and Conditions of our gift vouchers please click here
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