Jet2

Company Overview

What customers complain about

Complaint categories

1. 1
   Flight delays and cancellations (UK261/EC261 compensation)

   Flight-only complaints to Jet2.com most commonly concern delays, cancellations and the resulting compensation and expenses claims under UK/EC Regulation 261/2004, plus baggage issues.

   Jet2.com operates a dedicated delays-and-cancellations claims process, and unresolved EC261 disputes are directed to the CAA's PACT team.
2. 2
   Accommodation and package-holiday quality

   Complaints to Jet2holidays typically involve hotel standards, transfers, changes to the booked holiday and overall package quality — matters covered by the Package Travel and Linked Travel Arrangements Regulations 2018.

   Jet2holidays is the package operator and an ABTA member; package disputes are handled separately from flight-only complaints.
3. 3
   Escalation confusion between airline and holiday routes

   Because flights and packages escalate to entirely different bodies (CAA/PACT for flights vs ABTA for packages), a reported friction point is customers pursuing the wrong route for their booking type.

   Reported theme, not verified as a complaint statistic; reflects the group's dual-business structure rather than published data.

Latest statistics

We could not identify publicly available official complaint statistics for this company.

Contact methods

• Jet2.com flight complaints (online form)Use the Jet2.com contact/complaint form for flight-only bookings (delays, cancellations, EC261/UK261, baggage).
• Jet2holidays package-holiday complaintsUse the Jet2holidays help/contact channels for package bookings (accommodation, transfers, holiday quality).
• Jet2 Contact Centre (general)0333 300 0042
• Head office (postal)Low Fare Finder House, Leeds Bradford Airport, Whitehouse Lane, Yeadon, Leeds LS19 7TU (registered office of both Jet2.com Limited and Jet2holidays Limited).
• CAA Passenger Advice and Complaints Team (PACT) — flightsFor unresolved Jet2.com flight complaints, as Jet2.com is not in an approved airline ADR scheme. PACT reviews cases but cannot issue a binding decision.
• ABTA — package holidaysFor unresolved Jet2holidays package disputes. Jet2holidays ABTA membership no. Y1256; ABTA offers informal resolution and independent arbitration (administered via IDRS).

Complaint journey

1. 1

   Identify which business you booked with

   Work out whether it is a Jet2.com flight or a Jet2holidays package.

   Typical responseImmediate
   What happens

   Jet2 splits into two companies with different complaint routes. If you booked a flight only, that is Jet2.com Limited. If you booked a package holiday (flights plus accommodation/transfers), that is Jet2holidays Limited. This determines both the form you use and where you can escalate, so confirm it before you start.

2. 2

   Complain to Jet2 directly

   Submit your complaint through the correct Jet2.com or Jet2holidays channel.

   Typical responseVaries
   What happens

   Use the Jet2.com contact/complaint form for flight issues (delays, cancellations, EC261/UK261 compensation, baggage) or the Jet2holidays help/contact channels for package issues (accommodation, transfers, holiday quality). Set out clearly what went wrong, quote your booking reference, and say what resolution you want. Jet2 states it aims to respond promptly and pays valid EC261 flight-delay claims quickly; it does not publish a fixed acknowledgement window.

3. 3

   Get Jet2's final response

   Wait for Jet2's decision or its final answer to your complaint.

   Typical responseVaries
   What happens

   Give Jet2 the chance to investigate and issue its response. Keep everything in writing and note reference numbers. If you are satisfied, the matter ends here. If not, and you have Jet2's final response (or it has not been resolved after a reasonable time), you can escalate — but the route depends on whether it was a flight or a package.

4. 4

   Flights: escalate to the CAA's PACT team

   Take an unresolved Jet2.com flight dispute to the CAA's PACT.

   Typical responseVaries
   What happens

   Jet2.com is not signed up to an approved airline ADR scheme (AviationADR or CEDR), so there is no binding airline ombudsman for its flight complaints. Instead, take an unresolved EC261/UK261 flight complaint to the Civil Aviation Authority's Passenger Advice and Complaints Team (PACT). PACT will review your case and can raise it with the airline, but unlike an approved ADR provider it cannot make a decision binding on Jet2.

5. 5

   Packages: escalate to ABTA

   Take an unresolved Jet2holidays package dispute to ABTA.

   Typical responseVaries
   What happens

   Jet2holidays is an ABTA member (no. Y1256). For an unresolved package-holiday dispute you can use ABTA's assistance and its independent dispute-resolution scheme, which offers informal resolution and, if needed, arbitration administered independently through IDRS (part of the Chartered Institute of Arbitrators). ABTA can help where the complaint concerns the package Jet2holidays sold you.

6. 6

   Court or financial-protection claim (last resort)

   Consider court, or an ATOL/insolvency claim if the operator fails.

   Typical responseVaries
   What happens

   If escalation does not resolve matters you can pursue a claim through the courts (for example the small claims track). Separately, if Jet2holidays were ever to cease trading, your holiday is ATOL protected (licence no. 9618) for refund or repatriation — but ATOL does not cover service complaints, sickness or injury. This is general information, not legal advice.

Response times

If your complaint isn’t resolved

If Jet2 can’t put things right, you can escalate — free of charge — to an independent body:

• Rail OmbudsmanRail
• AviationADRFlights

Recent news

• 27 February 2026

  Jet2.com was named the UK's best short-haul airline in the 2026 Which? annual airline survey, topping the table with a 76% customer score and retaining Which? Recommended Provider status.

  Read more
• 9 July 2025

  Jet2 plc reported record annual results for the year to 31 March 2025: revenue up 15% to £7.17bn, profit before tax up 12% to £593.2m, and flown passengers up 12% to 19.77 million, with new bases at Bournemouth and London Luton.

  Read more

Earlier cases

• 1 January 2018

  Historic: The CAA publicly criticised Jet2.com as the only one of the UK's ten biggest airlines not to have signed up to an approved airline ADR scheme. Jet2.com defended its position, arguing flight-compensation disputes involve complex legal and operational issues unsuited to ADR, while confirming Jet2holidays uses ABTA's ADR scheme.

  Read more

Know your rights

• UK/EC Regulation 261/2004 (denied boarding, cancellation and long delay)

  Applies to Jet2.com flights. Depending on the length of delay, distance and cause, you may be entitled to compensation, a refund or re-routing, and to care such as meals and accommodation. This is general information, not legal advice.

• Package Travel and Linked Travel Arrangements Regulations 2018

  Applies to Jet2holidays package bookings. Jet2holidays is responsible for the proper performance of the whole package and must provide financial protection for your money and repatriation if it fails; you may be entitled to a price reduction or compensation if the holiday is not as agreed.

• Consumer Rights Act 2015

  Services (including travel services) must be provided with reasonable care and skill and as described. Where a service falls short, you may be entitled to a repeat performance or a price reduction. This is general information, not legal advice.

Frequently asked questions