COVID-19 FAQs

Home Page / COVID-19 FAQs

Your COVID-19 questions, answered

Got a question about your booking or somewhere you're planning on travelling to? Here, we answer all your frequently asked questions about COVID-19. To help you find what you’re looking for easily, we’ve popped our FAQs into categories.

Cancellations and refunds

My flight’s been cancelled – what are my options?

Should I be worried about my flight(s) and should I cancel or amend?

You’ve cancelled or delayed my flight due to the coronavirus (COVID-19) situation, am I entitled to any compensation?

My holiday has been cut short or cancelled due to coronavirus (COVID-19), am I entitled to compensation?

My flight’s been cancelled and the departure date has already passed. I’ve still not heard from you about my booking – what should I do?

I was told I was getting a refund, but I've not received it yet - what should I do?

What happens if I have to self-isolate due to NHS Test and Trace?

If my flight is cancelled or changed, what happens to my travel essentials such as car hire, airport parking, airport transfers and insurance?

I need to talk someone about my booking but I made it through an online travel agent – please can you help me?

COVID-19 testing

When do I need to arrange a COVID-19 test?

Which type of negative COVID-19 test will be accepted for travel?

Which testing provider should I use?

What evidence do I need to show that I’m fully vaccinated?

What does ‘fully vaccinated’ mean?

Travel requirements

What are the travel requirements for each destination? How are these decided?

Before travelling

Do I need a COVID-19 vaccine before I travel? 

Do I have to wear a face mask when I go on holiday? 

What if I’m exempt from wearing a mask? 

Do children need to wear a mask? 

Where are you getting your advice for all COVID-19 measures?

Are there any requirements for returning to the UK?

Will I have to wear gloves? 

Will Jet2insurance cover me if I get ill with COVID-19? 

Will Jet2insurance cover me if Foreign Office (FCDO) travel advice changes due to COVID-19 while I’m abroad? 

What documents do I need to fill in before I travel?  

What if I need help filling out any country entry documents? 

Can I still use Twilight Check-in? 

My passport’s in my maiden name but my NHS COVID Pass/negative COVID-19 test result(s) show my married name. What should I do?

At the airport

Do I have to wear a face mask in the airport? 

What if I’m exempt from wearing a mask? 

Do children need to wear a mask? 

What time do I have to arrive at check-in? 

What safety checks will there be at the airport? 

Can I take my hand luggage onboard? 

What social distancing measures will there be at check-in? 

What social distancing measures will there be at security?  

Will airport facilities be open? 

Can I still take my pushchair to the plane? 

How do you handle boarding and leaving the plane? 

Are there any other health checks I need to be aware of? 

Onboard our planes 

Do I have to wear my face mask on the plane? 

What if I’m exempt from wearing a mask? 

Do children need to wear a mask? 

Can I use the toilets onboard? 

How do I keep a safe distance from people on the plane? 

Will food and drinks be served and will menus be available?  

Will baby bottle and food warming facilities still be available?   

How do you keep the planes clean? 

Can I pay in cash?

What if I’m worried onboard?

How do I keep my hands clean onboard?

Are there any other health checks I need to be aware of? 

While you’re away

Can I cancel my car parking booking if my travel plans change?

Can I change my car parking booking if my travel plans change?

Can I change my car hire booking?

Can I cancel my car hire booking?

How can I see my car hire booking?

Can I cancel my transfer booking if my travel plans change?

Can I change my transfer booking if my travel plans change?

Do I need to wear my face mask on holiday? 

Will I need proof of vaccination to enter public places while I’m away?

Travelling home 

Do I have to wear a face mask when I’m travelling back home? 

What if I’m exempt from wearing a mask? 

Do children need to wear a mask? 

Are there any requirements for returning to UK?

Important information before you travel