Making a Complaint
If your complaint relates to a flight delay or cancellation, please see the Delays and Disruption section of these FAQs. We are unable to take feedback of complaints over the phone, as we always need a written version so it can be passed to the relevant department for investigation. We kindly ask that you send us your complaint in writing to either of the addresses below:
|Post:||Customer Care Team|
|PO Box 284|
Please include any accompanying documentation or evidence that may be relevant. Please also include your booking reference, in one of the following formats:
- Jet2.com reference: 2ABCDE
- Jet2holidays reference: 1234567/S12H
To comply with Data Protection Regulations, we can only discuss your booking with passengers on the booking (although we may discuss limited payment information with the named card holder where this person is not a named passenger). If you are handling a complaint for a booking that you have not travelled on, please include written authorisation from the lead passenger on the booking, which expressly authorises you to deal with the matter directly.
If you do need to discuss the matter over the phone, please let us know by email, and we’ll gladly arrange a call with you.
The Complaints Process
On receipt of your complaint we will allocate a unique complaint reference (e.g. Jet2/123456) and assign it to a member of our experienced team. Depending on the nature and complexity of your complaint, we may have to investigate your comments with a number of internal departments and external suppliers, some of which may be located overseas.
- We will aim to provide you with a full, personal response to your complaint within 28 days. We will also 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.
- Should you then feel that your complaint has not been resolved to your satisfaction, please let us know and we will escalate it to a senior member of our Customer Service team; we will aim to respond to you within 14 days.
- Should you still not be satisfied with our response, please advise us and we will aim to respond to you within 7 days.
- Should we be unable to reach a suitable resolution for you, we will issue you with correspondence advising you on how you can pursue your complaint further.
The European Commission Online Dispute Resolution (ODR) platform has information about alternative dispute resolutions and independent bodies with whom you can register your complaint, and is available here. Whilst the CAA has approved CEDR and Aviation ADR as a provider of alternative dispute resolution service, Jet2.com does currently not participate in these schemes. Our position on alternative dispute resolution is constantly reviewed, but in the meantime, you can register your complaint with the UK Civil Aviation Authority.