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Mailing Address:

PO Box 284, Leeds, LS11 1GE, England

Phone:

+44 (0) 203 059 8336
+44 113 386 0497

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Jet2 Complaints: Contact Number, Email and Form

Jet2 Complaints: Contact Number, Email and Form

Nicolle Harwood-Nash
Last Updated: January 22, 2025

In 2023, according to the UK Civil Aviation Authority, Jet2 received 1120 complaints related to passenger rights. This represents 97.7% of the company’s total complaints. This number doesn’t include passengers who were unaware of the option for compensation and never even started a claim, so it’s safe to say that knowing your rights is a good idea.

If you've made use of this company's services and felt dissatisfied for any reason, your next step should be to submit a formal complaint. At AirAdvisor, we make the process easy. In this article, we share how to handle any Jet2 complaints you may have.

What Can You Make a Complaint About

It's helpful to know if your Jet2 experience provides you with grounds on which to complain and potentially receive compensation. There are many legitimate grounds for Jet2 complaints that can result in redress, some of which you can explore below:

  • Flight delay compensation: If you were a passenger on a Jet2 flight that arrived at its final destination over three hours late because of a reason within Jet2's control, you can be eligible to receive compensation in response to your complaint. Flight delay compensation typically ranges from £220 (€250) to £520 (€600) .
  • Cancelled flight compensation: To be eligible for compensation because of a cancelled flight, you must have received notice of a flight cancelled by Jet2, for a reason within their control, less than 14 days before the scheduled departure. The amount of compensation you may receive depends on the distance of the flight and the amount of cancellation notice you received.
  • Flight refund: If you paid for a ticket on a cancelled or severely delayed Jet2 flight, you may be eligible to receive a full refund in response to your complaint. The airline might also offer to rebook your flight or give you a voucher to use on future travel, though it's within your rights to choose whether you accept these offers over a refund.
  • Luggage complaints: If you experience luggage loss, damage, or delays as a passenger of Jet2, you can complain to the airline. They might compensate you, though it will be within the liability limit for loss or damages as detailed by the UK261 regulation or Montreal Convention and you will need to provide sufficient evidence.
  • Customer service complaints: Dissatisfactory service from an airline, whether on the ground or during your flight provides reasonable grounds on which you can submit a formal complaint. Depending on the nature of your customer service complaint, you may receive an apology, an explanation, or compensation.

You can find out more about Jet2 delayed or cancelled flight compensation on the dedicated page.

Find out if you are owed compensation for a disrupted flight.Check Your Flight

Know Your Passenger Rights

Knowing your passenger rights is a fundamental step in sensible travel. Accessing the UK261 regulation, made into law after Brexit, mirrors the existing EU Regulation 261/2004, also called EU261. 

UK261 coverage applies to journeys from the UK on any airline, arriving in the UK on a UK or EU-based carrier, and arriving in the EU on a UK airline. EU261 adds protection for flights entirely within the EU, from the EU on any airline, and arriving in the EU on an EU-based carrier.

How to Make a Complaint to Jet2

If you have Jet2 complaint, it's important to contact the airline in a timely manner to ensure a quick resolution. Be clear about the issue you experienced and your expectations for resolution and ensure you provide supporting documentation. When going through the complaints process, it's beneficial to keep a record of all correspondence or communication you have with Jet2 regarding your complaint, including dates, times and names of the people you spoke with. Remaining polite and respectful throughout your communications, even if you're frustrated, can also work in your favour.

If you're unable to resolve your complaint with Jet2 to your satisfaction, you can escalate the issue to our team at AirAdvisors who will support you every step of the way.

Ways to Get in Touch with Jet2

Here's how you can contact Jet2:

Jet2 Complaints Email

Unfortunately, it's not possible to reach Jet2 by email. The second best option is their complaints form which allows you to reach them online.

Jet2 Complaints Phone Number

Jet2's customer service team is available over the phone, 7 days a week from 8 am to 9 pm on +44 (0) 203 059 8336. You can also reach them on WhatsApp on +44 113 386 0497.

Additionally, for when you need to call from outside the UK, you can use the following numbers:

Spain: +34 900 861 494

France: 0821 230 203

Italy: 0199 404 023 

Austria: 0800 9097 20

Jet2 Complaints Live Chat

At the time of writing, Jet2 did not provide a live chat option.

How to Fill Out a Jet2 Complaints Form for Cancelled or Delayed Flights

AirAdvisor's complaints form for cancelled or delayed flights offers you a simple and streamlined process for submitting your claim for compensation, with the bonus of having a team of legal experts on your side. What's more, we operate on a "no win, no fee" basis, providing you with peace of mind and reducing your financial risk.

Simply visit our claims page, follow the prompts and hit submit to be well on your way to a successful claim.

Jet2 Complaint Response Time

You can expect Jet2 to respond to your complaint within a 28-day period from submission.

Claim with AirAdvisor and get up to €600 compensation. Find out how much you’re owed today.Check Your Flight

FAQ / Common Questions: Jet2 Complaints

Here, you can explore some common questions surrounding Jet2 complaints:

How do I make a complaint to Jet2?

The best way is via the contact form on their website. Otherwise, you can give them a call.

How do I contact Jet2 directly?

You can speak to someone at Jet2 over the phone.

Does Jet2 ever give refunds?

Jet2 may give refunds in the case of flight cancellations or a cooling-off period within 24 hours of making a booking. Non-refundable tickets or missed flights are generally not eligible for a refund.

How long does Jet2 take to respond to complaints?

Typically, less than 28 days.

Is it worth complaining to Jet2?

Yes, if the issue is significant or has had a negative effect on you. You may receive compensation in line with regulation UK261 or another remedy like future discounts or travel vouchers.

Does Jet2 have a live chat?

Unfortunately not.

Why is my Jet2 refund taking so long?

Your Jet2 refund may take longer than you expected because of a high volume of requests, processing times or administrative delays. This can be especially likely during peak travel periods or with unexpected disruptions.

How much does Jet2 charge for special assistance?

For passengers with disabilities or reduced mobility, Jet2 doesn't charge an assistance fee.

Can you sue Jet2?

Yes, but navigating the process can be complex and overwhelming, so it's essential to engage in the services of a reputable service provider like AirAdvisor for the support and assistance you need.

How reliable is Jet2?

Jet2 has an excellent reputation for reliability, with high on-time performance and low cancellation rates compared to some other airlines. In 2023, the CAA rated Jet2.com as the best short-haul airline for punctuality.

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Complaints

Nabeel Mustafa

Manchester

Feb 7, 2025
Hi , I just got back from my holiday in Agadir and landed at Manchester Airport on 02/02/2025. I picked up my suitcase and pram, but unfortunately, my pram was damaged with one of the legs broken. I'm really disappointed with this experience, especially since it’s not the first time it’s happened. It occurred back in August, but I didn’t report it then and ended up buying a new pram. Now it’s happened again, and I’m quite unhappy about it. I would appreciate some action regarding this. Thank you, Nabeel. (can send pictures if needed)
Preferred solution: Compensation
David Linge

baggage amendment

Jan 13, 2025
after paying £42.50 for 22kg baggage for 7 travellers i can't specify these are snowboards and skis. i've spoken to customer service who claim they can't amend the booking to reflect the bags are checked bags but can't change them to sporting equipment. the costs of sporting equipment is LESS than the baggage i've already paid for and i'm not requesting a refund, simply recognition that the bags are a not NORMAL. interestingly, the Jet2 website doesn't reference what a NORMAL bag size is. after pointing this out, and asking what the implications are, i've been told to call geneva airport directly?!
Preferred solution: i simply want them to amend the booking to change the booked baggage to snowboard and ski equipment
John Lyon

Weather conditions

Dec 30, 2025
Scheduled at 14:15, sad delayed until 15:00, then 15:20. We boarded as normal then sat on the plane until we took off. Pilot announced that we would be sat here for 2hours approx. As there were 19 aircraft ahead of us. Scheduled departure was then 17:15
Amy Lyon

Weather conditions

Dec 30, 2025
Flight scheduled 14:15. Delayed to 15:00 then 15:20. We boarded at 15:00 then the pilot said we are not scheduled to depart until 17:15 as there are 19 aircraft ahead of us. We should have arrived at our accommodation in time for evening meal. We did not arrive until 22:15 and no food was made available for us so we had to eat out. Our holiday is AI too
Ioannis Vasiliou

Weather conditions

Dec 22, 2024
The flight from Paphos to Leeds was originally scheduled to depart at 4:55 PM, but there was a technical issue. Initially, it was suspected that someone from another Jet2 flight had accidentally boarded our plane. We were counted four times to verify passenger numbers. Eventually, the pilot informed us that it was a system-related technical issue, and we finally departed at 6:00 PM. The flight duration was 5 hours. For 1 hour and 10 minutes, the plane made multiple attempts to approach and land. The passengers were panicked, and we were informed of a flight diversion to Birmingham. In total, we spent 6 hours and 30 minutes in the air instead of the scheduled 5 hours, plus an additional hour on the ground in Paphos due to the technical problem. From Birmingham, we were transported to Leeds Airport by buses, arriving at my final destination at 3:00 AM. This caused me to miss my pre-booked taxi. In summary, I was supposed to arrive in Leeds at 8:05 PM on December 21, 2024, but I finally reached my destination at 3:00 AM on December 22, 2024, after enduring significant stress and inconvenience.
Pegah Dara

Subject: Formal Complaint and Request for Assistance on Retu

Dec 21, 2024
Subject: Formal Complaint Regarding Distressing Incident on [Date 20th December Liverpool to Antalya Flight time 10am] and Request for Assistance on Return Flight (Booking Reference: 3TEEYN) Dear Jet2 Customer Service Team, I am writing to formally raise a complaint about a distressing incident that occurred during my recent flight with Jet2 on [Flight Number LS3265] from [Liverpool] to [Antalya] on [20thDecember], as well as to request assistance for my upcoming return flight. During landing, my 3-year-old daughter, who has autism and a severe phobia of seat belts, was forcibly woken up by the cabin crew and pressured to fasten her seat belt. Despite my explanations of her condition and efforts to manage the situation, the cabin crew, including the senior member, insisted she must comply immediately. This led to an extremely distressing experience. My daughter began screaming, and I was left with no choice but to forcibly fasten her seat belt, causing her heart rate to spike significantly. Meanwhile, several passengers shouted at us, yelling “shut up,” which only intensified the already traumatic situation and it lasted until the aircraft landed (about 20 minutes!). As a parent, I am deeply concerned about the impact this incident had on my daughter’s physical and emotional well-being. Forcing her into compliance during a meltdown was unnecessary and could have been avoided with greater understanding and sensitivity from the crew. My Expectations: 1. Immediate Assistance for Return Flight: We are scheduled to return on [3rd January] on flight [LS3266]. Please ensure that the cabin crew is informed in advance about my daughter’s specific needs to avoid a repeat of this incident. I request: No forced waking if my daughter is asleep during landing or takeoff. Sensitivity and patience from the cabin crew to minimize her distress. Any alternative measures to ensure compliance with safety regulations without escalating the situation. 2. Review and Training: I request that Jet2 reviews this incident and ensures that all cabin crew members, including senior staff, receive training on managing situations involving young children with sensory or developmental challenges. 3. Clarification on Policy: I would like clarification on Jet2’s policies for handling situations involving passengers with specific needs, especially young children. I hope Jet2 will take this matter seriously and provide a prompt response outlining the steps being taken to address my concerns and accommodate us on the return flight (Booking Reference: 3TEEYN). Kind regards, Pegah Dara #44 7539856665
Preferred solution: Requested Solution: 1. For the Return Flight: Ensure the crew is briefed about her needs. Avoid waking her if asleep during landing or takeoff. Handle her situation with patience and sensitivity. 2. Review and Training: Train crew members on how to manage young children with specific needs compassionately. I hope for a swift resolution and confirmation that these measures will be in place for our return flight.

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