Frequently Asked Questions

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Customer Service

How do I contact Jet2.com by telephone?

If you need assistance making a booking, wish to amend an existing booking or have a general query, then please contact our call centre, during opening hours (Mon-Fri 08:00-21:00 GMT and Sat-Sun and 09:00-18:00 GMT) on one of the telephone numbers listed below.

If you wish to contact us to provide feedback on your return you can do so by contacting our Customer Service team in writing either to our postal address or by submitting an email.

Telephone Call Charges:

All charges are inclusive of VAT. Calls from mobile phones and some networks may cost more, please check with your network or telecom provider.

If dialling from the UK
  • For new bookings 0333 300 0404 - Calls are charged at National rate but may be included in your Mobile or Landlines Bundled Minutes Package.
  • To make a change to an existing booking 0333 300 0042 - Calls are charged at National rate but may be included in your Mobile or Landlines Bundled Minutes Package.
  • For all other enquiries call 0333 300 0042 or if it is not urgent please email contactcentre@jet2.com.

If you’re calling with a UK mobile from overseas, please dial 0333 300 0042. This is a UK number and will be charged at your network operator’s rate (which could be included in your bundled minutes with some networks).

If you’re calling using a local phone, please dial the number for the country you’re in below.

If dialling from Spain
  • For bookings and general enquiries 0034 935 452 395 - calls are charged at 6.7 cents per minute + connection of 8.3 cents.
If dialling from France
  • For bookings and general enquiries 0033 821 230 203 - calls are charged at 12 cents per minute + connection of 11.2 cents.
If dialling from Italy
  • For bookings and general enquiries 0039 199 404 023 - calls are charged at 26.8 cents per minute + connection of 12.4 cents.
If dialling from Austria
  • For bookings and general enquiries dial 0043 810 1025 1565 - calls are charged at 10 cents per minute.
If dialling from Germany
  • For bookings and general enquiries 0049 1803 511 111 - calls are charged at 9 cents per minute.
If dialling from any other country

Our Pre-Travel Services team does not have real time flight delay or cancellation information, please either contact a member of staff from our appointed handling company at the airport concerned or visit the relevant airport website. Our latest flight information can be viewed on www.Jet2.com/info.

If you need to contact us to arrange mobility assistance or to notify us of a medical condition, please contact our dedicated mobility assistance line on +44 (0) 800 408 5591 or +44 (0) 203 059 8337 If calling from overseas. (Open Monday to Friday 08:00 till 21:00 and Saturday to Sunday 09:00 till 18:00).

How do I contact Jet2.com in writing?

If you would like to contact us to share your travel experiences, or discuss any aspect of our service, please write to us at the address below. To help us deal with your enquiry please include the following information at the top of your letter.

  • Your unique 6 letter booking reference (e.g. ABCXYZ).
  • Lead passenger name
  • Departure date (dd/mm/yy)
  • Leaving from / Flying to

Customer Care Team
PO Box 284
Leeds
LS11 1GE
England

You can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.

How do I contact Jet2.com by email?

All enquiries pre-departure

Name and Date changes can be made online by visiting the Manage My Booking section of our desktop website. Spelling errors of up to 3 letters can be corrected online free of charge.

For pre-departure enquiries, if your enquiry is urgent please telephone our call centre on 0333 300 0042. Opening times are Mon-Fri 08:00-21:00 and Sat-Sun and Bank Holidays 09:00 - 17:00.

Alternatively if your enquiry is not time sensitive, please email us at contactcentre@jet2.com including your booking reference, name and contact details and we will respond to you as soon as possible.

All other enquiries

If you have already travelled with us and wish to contact us about any aspect of your experience, please email us at customer.service@jet2.com and our Customer Service Team will respond to you as soon as possible. Please ensure you provide your booking reference and contact details.

There was a problem with my flight

We hope that you have enjoyed your recent experience flying with us and love to hear any positive feedback or when you’ve been impressed with the service you have received. We also understand that from time to time things may not always go according to plan, and it is important you let us know as soon as possible so that we can assist you. If this is not possible or we have been unable to resolve your issue at the time, we are always happy to look in to the matter for you on your return. Please contact us within 28 days of arriving home, to enable us to obtain as much information as possible to assist. We may be unable to investigate any complaints made outside of this period, which may affect your claim for compensation.

Jet2.com is governed by the Civil Aviation Authority (CAA) who are responsible for consumer protection in commercial aviation.

How do I submit feedback?

All feedback must be submitted in written form, either by post or email. If you are lodging a complaint, please make sure you provide any accompanying documentation or evidence which may assist you in making a claim, and ensure you include this alongside your correspondence. Please also make sure you include your Jet2.com booking reference (i.e. 2ABXYZ).

Once we have received your email or letter, we will aim to acknowledge your correspondence within 48 hours, and once this is logged in to our system, you will be allocated a unique complaint reference which will look similar to this; Jet2/123456.

We can be contacted by email at customer.service@jet2.com.

Alternatively, you can write to us at:

Jet2.com Limited
Customer Care Team
PO Box 284
Leeds
LS11 1GE
England

In order to comply with Data Protection, we can only discuss your booking with passengers on the booking or the named card holder. If you are handling a complaint for a booking that you have not travelled on, please ensure that you include written authorisation from the Lead Passenger on the booking, allowing you to deal with the matter directly.

Is there a phone number for Customer Services?

We are unable to take complaints over the phone, as we always need to receive a written version of your feedback so that this can be passed on to the relevant department, and investigated if necessary. If we do need to investigate your complaint, particularly with our overseas teams, we also want to ensure we are investigating your complaint in your own words.

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

Our Complaints Process

What happens when my complaint is logged?

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

Depending on your complaint, we may have to investigate your comments further with our internal departments or our suppliers, to ensure that we follow up with your complaint correctly and make sure the relevant people are aware of any issues you may have faced. If we do need to investigate, we allow a certain amount of time to receive these comments.

Once we have received all the relevant information, we will issue you with a full response, which will address the points you have raised, detail the necessary investigations we have carried out and any action taken, and offer you a resolution to your complaint.

We aim to contact you on a like for like basis – so if you have written to us, we will contact you by letter, and if you’ve emailed us, we’ll email you a response. Please note, where we can, we will always email your personal email address, rather than automated complaint handling tools such as Resolver.

How long before I can expect a response?

We always aim to resolve complaints in the first instance – in some cases this can take up to 28 days, and this is to ensure that we give your comments the attention they deserve. As a general rule, we will aim for a response to be with you within 21 days, however, this can take longer depending on the issue you have raised, or during some of our busier peak periods like summertime. Wherever possible, we will aim to keep you updated if this does happen.

We always aim to offer a satisfactory resolution for you, and if there are any issues, we will aim to rectify them in our response. In order to help us reach a quicker resolution for you, please also be specific in your complaint, and let us know what you would consider a suitable resolution.

How will you use my information?

We will use your feedback internally for quality and training purposes, and to ensure if there are any recurring issues, they are monitored effectively. Nevertheless, we take Data Protection extremely seriously and your booking information will never be passed to external 3rd parties that are not involved in your complaint.

What do I do if I’m unhappy with my response?

If you are unhappy with the response you have 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 issues within 14 days of receipt of your correspondence.

If you still remain unhappy with the resolution, this will be escalated to a more senior member of the team. They will review all the previous correspondence and provide you with a further response within 7 days, outlining any further measures and offering an alternative resolution if they feel this is appropriate. However, please be aware at this stage, our position on the matter is unlikely to change.

Should we be unable to reach a suitable resolution for you, we will issue the relevant correspondence explaining that you have exhausted our complaints process, and advise you of the next steps to pursue the matter further. You can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/ which has information regarding alternative dispute resolutions and independent bodies who you can register your complaint with.

The CAA has approved The Ombudsman Service Ltd (www.ombudsman-services.org) as a provider of alternative dispute resolution services, but this is a voluntary scheme and at this stage Jet2.com is not participating in the procedure operated by that organisation. Our position on alternative dispute resolution is constantly reviewed, but in the meantime, you are able to register your complaint with the CAA at www.caa.co.uk.