Flight delay and cancellation claims

Alternatively, you can write to us at EU261 Team, PO Box 284, Leeds LS11 1GE.

When making your claim, please provide the following information:

• Full postal address 
• Booking reference 
• Passenger name/s 
• Flight number 
• Flight date and route 

If you would like to claim on behalf of passengers outside your family group, we will need their signed written permission. You cannot claim for passengers on another booking reference. 

Please submit your claim to us directly and allow us sufficient time to respond before engaging other parties to claim on your behalf. 

After we receive your claim 

Our dedicated team will carefully review your claim and why your flight was delayed or cancelled.  If you are eligible for compensation, we aim to pay this as quickly as possible. If we believe that you are not entitled to compensation, we will send you a written response to explain why. 

The law on compensation for airline passengers  

EC Regulation 261/2004 is a law which sets down various rights for passengers when flights are delayed or cancelled. 

This says you may be entitled to compensation when your flight has been cancelled with less than 14 days’ notice, when your flight’s arrival is delayed by more than three hours, or when you’ve been denied boarding.  If you are eligible for compensation, the amount you are paid will depend on the length of your flight: 

When you are not eligible for compensation 

Passengers are not eligible for compensation when the delay or cancellation was due to what are known as ‘extraordinary circumstances’. This applies when the disruption was caused by factors outside our control, despite us doing everything we could to avoid it. 

There is no definitive list of extraordinary circumstances, but the following events are likely to be considered an extraordinary circumstance under the law: 

• Bad weather conditions that prevent the flight from operating safely  
• Air Traffic Control decisions 
• Problems with airport infrastructure, such as closure of runways, breakdown of baggage belt systems or issues with fuel supplies 
• Disruptive passengers on board who need to be removed from the plane 
• Bird strikes (when a bird collides with an aircraft, causing damage)  
• Acts of terrorism or sabotage 
• Passenger illness 
• Political or civil unrest 
• Security risks 
• Strikes (unrelated to the airline such as airport staff, ground handlers or air traffic control) 
• Hidden manufacturing defects 
• Foreign object damage, including damage caused by objects on the runway 

You may not be eligible for compensation if a delay is caused to an earlier flight by circumstances beyond our control and this leads to your flight being delayed. 

Crew sickness

The question of whether compensation should be paid in the event of crew sickness is currently being considered by the Supreme Court (the highest appeal court in the country) in the case of Lipton v BA City Flyer. We are not currently processing claims related to crew sickness until after the ruling. We would be happy to look again at claims after the court has clarified the law.

If you’re not happy with the outcome of your claim

If you are not satisfied with the outcome of your claim, you can appeal to the Civil Aviation Authority’s Passenger Advice and Complaints Team (PACT) at: https://www.caa.co.uk/passengers/resolving-travel-problems/how-the-caa-can-help/how-the-caa-can-help/

They will review your case and if we need to look at it again, they will contact us directly.

For flights departing Spain, the State Aviation Safety Agency of Spain (AESA) has been recognised as an Alternative Dispute Resolution organisation, providing air passengers with an alternative option to resolve their disputes relating to EC Regulation 261/2004 (“EU261”), which establishes common rules on compensation and assistance to passengers in the event of denied boarding, cancellation, or long delay, and repeals Regulation (EEC) No 295/9; and (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, but does not include claims regarding baggage, damages and clauses of the transport contract.

If you have experienced an incident covered by these Regulations, you must submit a claim to us prior to using the alternative dispute resolution procedure. The easiest way to make a claim is by completing our online form: https://www.jet2.com/delays-and-disruptions

We must provide a response to you within one month. Once received, if you disagree with our decision, you may then appeal to AESA using the dispute resolution procedure (https://www.seguridadaerea.gob.es/ ). Appeals to AESA must be made within 1 year of submitting a claim to us. The decision taken by AESA is binding on the airline.