1. Making a Booking
1.1
You must be aged 18 years or over to make a booking with us.
1.2
The person making the booking is classed as the “lead name” in any booking which includes more than one person. The lead name must be authorised to make the booking on the basis of these Terms and Conditions (together with any policies and regulations), by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By making the booking, the lead name confirms that he or she is so authorised. The lead name will be the primary contact with us and will accept any communications/correspondence from us (or our suppliers) on behalf of the entire party. The lead name agrees to provide accurate and full information to us about the travelling party if requested by us, including the contact details of anyone on the booking should we need to contact them individually. Please note, these Terms and Conditions constitute our Conditions of Carriage.
1.3
Any passenger on the booking can make changes to it if they pass our data protection security questions. We will ask any passengers wishing to make a change, amend or cancel a booking, or change details on a booking, to confirm that they have the consent of the lead name to do so. If, without our knowledge, the lead name has not given their consent, we will not be liable for having made such changes. Only the lead name can amend the contact details on the booking. The lead name will receive notification of any changes made to the booking.
In addition, if your booking has been paid for by another person on your behalf, we are entitled to assume that such person is authorised by you to deal with us on your behalf in relation to all matters concerning your booking (including, but not limited to, cancellation or flight changes). If you wish to cancel or restrict that authority, it is your responsibility to notify us in writing.
1.4
At the time of booking, you must provide us with your contact details and you must ensure that all names on the booking are identical to the names in the passports. Failure to do so will result in additional charges being levied Contact details must include a mobile number and a contact number whilst you are abroad so that we or our authorised agent can inform you of any changes, amendments, delays or cancellations which may affect your booking. If you fail to meet this obligation and we cannot reach you, we will not be liable to you or anyone else in your booking for any loss or expense you and they incur because of a lack of information from us about such a change, amendment, delay or cancellation.
1.5
If we believe that your booking is fraudulently funded, or that you or any person acting on your behalf attempts (or has attempted) to deceive or defraud Jet2holidays or Jet2.com at any point (including unfairly claiming compensation or a refund including by way of chargeback), we reserve the right to, among other things, cancel the booking and future bookings without further notice, refuse to accept future bookings, and recover amounts from the person or persons involved.
We also reserve the right to verify payment methods used to secure bookings with
Jet2holidays or
Jet2.com. Where requested in advance by
Jet2holidays or
Jet2.com to do so, customers should ensure that any payment cards used to make bookings are brought to the airport with them (where the cardholder is the lead name or a named member of the booking party).
1.6
We strongly recommend all passengers travelling put in place appropriate personal travel insurance from the date of booking. Jet2.com offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the “Travel Extras” page on our website or by visiting www.jet2insurance.com.
1.7
All flight bookings are made with us, Jet2.com Limited. All bookings for other products or services (e.g. car hire, experiences, insurance, accommodation) are made with the relevant third party supplier of those services and not with us as we act only as their agent. Of course, those suppliers will have their own terms and conditions which govern the supply to you of their products/services (in addition to our own Terms and Conditions). Those terms and conditions will apply to you and each person in your booking. This is because you will have a separate contract with each supplier. Please ensure that you have read the terms and conditions of the relevant suppliers (available by clicking the following hyperlinks: www.jet2carhire.com; https://experiences.jet2.com/; airportessentials.jet2.com; www.jet2insurance.com;) before you complete your booking (as well as these Terms and Conditions).
In certain circumstances the way in which you book travel services (including but not limited to flights, accommodation, car hire and experiences) with us may create a Linked Travel Arrangement under the Package Travel and Linked Travel Arrangements Regulations 2018, which can be found here. We will inform you when a Linked Travel Arrangement is likely to be facilitated and when it has been created. For clarity, a Linked Travel Arrangement will be created if you book any additional travel services during the same visit on our website or with us and pay for them separately or in certain circumstances where you book an additional travel service within 24 hours of the first booking.
Where a Linked Travel Arrangement is booked, you will not benefit from the rights which apply to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. However, where we facilitate a Linked Travel Arrangement we hold financial protection in place to refund the payments you make to us for travel services that are not fully performed in the unlikely event of our insolvency and to ensure that you are repatriated when you book flights with Jet2.com only. This financial protection is required under the Package Travel and Linked Travel Arrangements Regulations 2018.
In accordance with the UK Package Travel & Linked Travel Regulations 2018, Directive (EU) 2015/2302 or the local applicable law in the country of residence of the passenger(s) booking with Jet2.com Limited, passengers are fully protected for the initial deposit and subsequently the balance of all monies received by us, including repatriation costs and arrangements, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Jet2.com Limited.
The respective laws accordingly to the country of residence of the passenger(s) usually only requires us to provide cover for Package & Linked Travel Arrangements, there is no requirement for Financial Protection of day trips or single elements, and none is provided unless the local law requires such. If you have questions on this then please contact Jet2.com Limited.
Jet2.com Limited has taken out an insurance provided by International Passenger Protection Ltd (IPP) with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company. This insurance is only valid for passengers who book and pay directly with/to Jet2.com Limited.
In the event of our insolvency please make contact as soon as practically possible giving full details of what has happened quoting the name of Jet2.com Limited:
For UK & Worldwide excluding EU Passengers:
IPP Claims at Sedgwick
Telephone: +44 (0)345 266 1872
Email: Insolvency-claims@ipplondon.co.uk
or online at https://www.ipplondon.co.uk/claims.asp
For EU Passengers
IPP Claims at Sedgwick
Telephone: +31 103120666
Email: ippclaims@nl.sedgwick.com
or online at https://www.ipplondon.co.uk/claims.asp
Note – this financial protection does not provide a refund where the relevant service provider becomes insolvent. This means that only the services that would be affected by the unlikely event of our insolvency would be protected and not the additional travel services which you purchase under the Linked Travel Arrangement that are supplied by a third party supplier.
We strongly recommend you take out personal travel insurance at the time of booking to ensure that you are covered if any of the additional travel services you book as part of a Linked Travel Arrangement are not fully performed as a result of a third party supplier’s insolvency. Jet2.com offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the “Travel Extras” page on our website or by visiting www.jet2insurance.com.
1.8
All products shown on www.Jet2.com are not an offer by us, but represent an invitation for you to make an offer to us or our suppliers to purchase a product on displayed terms. You make this offer when you click “Complete Booking” during the booking process. We are able to accept or reject any such offers on our own behalf where your booking is with us and we are the principal, or on behalf of our suppliers where your booking is with our supplier and we are acting as their disclosed agent.
1.9
After you have made your booking we will send you an e-mail confirming acceptance and it is at this time that a binding contract comes into existence between you and us and between you and our suppliers (as applicable). Please check your confirmation e-mail very carefully. If there are any discrepancies or it is not what you think you booked, please contact us immediately and no later than within 24 hours of booking. Jet2.com accepts no responsibility for non-receipt of emails which will be sent to the email address provided by the "lead name". It is your responsibility to contact us if you do not receive an expected email regarding a booking confirmation.
1.10
After you have made your booking, and this is confirmed, we will also send you a text message with summary confirmation details. As outlined in section 1.9, please check your confirmation very carefully and contact us immediately if there are any discrepancies or if it is not received. This text alert is only valid for your initial booking and all subsequent changes made to your booking will be notified by email or phone call. Jet2.com accepts no responsibility for non-receipt of texts, incomplete texts, change of telephone number or other loss or damage as a result of circumstances outside our control or your own negligent act or omission.
1.11
From time to time we sell flights which are restricted to return flights only, for a specified number of nights and/or departing only from specified airports. In such cases one-way bookings are not allowed and any booking found not to comply with the relevant restrictions will be cancelled. For example, all bookings made for flights to North America must be return flights originating from the UK and must be of a 4, 5 or 6 night duration only.
2. Tickets
When you have made your booking you will be issued with a confirmation email, and also a summary text alert, both of which detail your itinerary and confirmation number. You need to quote this number at check-in in order to travel. The number is valid for the flight(s) booked or as subsequently amended. We do not accept liability for any misuse of your confirmation number. Please keep it safe.
3. Prices
3.1
All prices displayed are subject to change without notice before a booking is confirmed. Air fares do not include transfers to and from your departure airports. Most online discounts and promotional fares are not available for bookings made through our call centre. Base fare(s), taxes and charges are payable in the currency in which they are published.
3.2
If during the booking process, we become aware of or suspect that the booking is being made via a third party (such as a travel agent, tour operator, or third party website) who is not using the authorised channel for booking, we reserve the right (at our discretion) to add an additional supplement at the payment page. You will be notified prior to completion of the booking that the cost has increased (this will be either on screen in the case of online bookings, or over the phone for bookings via the contact centre) and can choose to pay the revised amount or abandon the booking without any payment being taken.
3.3
Please note that sessions on our website reservation system will “time out” after 20 minutes if you do not proceed to getting your booking confirmed. Where you have logged in and/or provided your email address at that stage, we may contact you by email to let you know that the booking did not complete, in accordance with our Privacy Policy and Cookies Policy.
3.4
Until your booking is confirmed and payment effected, the seats you have selected have not been removed from the Jet2.com seat inventory. If those seats are no longer available at the time you select “Confirm Booking”, a message will be displayed telling you this and you will have to re-select a new fare for those seats, subject to availability. If you have used our “shopping basket” facility and the seats you originally selected are no longer available by the time you select "Confirm Booking", you will automatically be offered seats at the next available price, subject to availability.
3.5
If the price of your flight drops after your booking has been made you will not be eligible for a refund.
4. Taxes and Charges
4.1
Any taxes or charges imposed by a governmental or other authority, including the operator of an airport, which we are obliged to collect from you or to pay in respect of you and your flight/carriage, will be payable by you to us in addition to the fare.
4.2
When you book, the total amount of such taxes and charges are included in the advertised price payable by you. A breakdown of the applicable taxes and charges will also be clearly shown when a specific flight is selected.
5. Payment
You must pay for your booking in full when making your booking. If for any reason the booking is confirmed without receipt of valid payment in full, we may at any time prior to check-in cancel your booking. Should any monies be owed to us at any time for flights or items purchased on board, we reserve the right to cancel your booking until any outstanding debts are paid in full. Where any refund is due in respect of any booking, it will be repaid only to the person who paid for the booking using the same method of payment.
6. Travel Documents and other requirements
6.1
Please make sure that the name on your booking confirmation email matches exactly your first name and surname as printed on your passport (for international flights) or on your other permitted identification document (for UK domestic flights), failing which you may be charged for correcting any mistake.
6.2
Remember, when you are the lead name, you must ensure that all names for those included on your booking are exactly as printed in passports or other permitted identification documents.
6.3
You are responsible for checking and complying with all entry and exit requirements necessary for exiting the country you are departing from and entering the country you are travelling to, including but not limited to all relevant government health policies and travel requirements. You are responsible for making sure you have all relevant visas, entry and exit, health and/or other documents that may be required and, if requested by us, you must present all such documents to us and permit us to make copies thereof. You cannot travel on a damaged passport; for UK passport holders, information on what HM Passport Office considers damage appears here. We are not responsible if you do not possess the travel and other documents needed for your journey or have not obeyed all relevant requirements concerning entry into and/or departure from a country, and we assume no responsibility to you if we check your travel documents.
6.4
Applicable requirements may change from time to time, and you should make sure you have up-to-date information. If in doubt, you should check with the relevant country’s Embassy, consulate or other relevant body both before booking and again before travelling.
6.5
If you are refused entry to a country, whether because of lack of required documents or otherwise and, as a result, we are required by any governmental or immigration authority to transport you out of such country and/or pay any fine, penalty, other charge, or expense, you must reimburse us in full and pay us for such transport at the applicable fare. Please note if this happens, we will not reimburse the amount you have paid for any flights you have used, tried to use, or are unable to use, as a result of your failure to meet applicable requirements.
6.6
You must submit to all health screening, security checks and requirements of governmental, airport, police, security, military personnel and us. We reserve the right to refuse carriage to anyone (and/or their baggage) who has not complied with, or whose documents do not appear to comply with, such checks and requirements.
7. Advance Passenger Information
In many countries, advance information about passengers is required to be transmitted to their governmental authorities. You will meet any request received from us for personal information we need to meet such requirements and shall ensure that all such information, and all other information about you supplied to us at any time, is accurate and correct and remains so. Failure by you to meet Advance Passenger Information obligations may result in you being denied carriage.
8. Insurance
We strongly recommend you take out personal travel insurance at the time of booking. Among other things, this can cover you where you are unable to use your booking, or where the actual value or replacement cost of your checked baggage or unchecked baggage exceeds our liability in respect of loss, damage or delay.
Jet2.com offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the “Travel Extras” page on our website or by visiting www.jet2insurance.com.
9. Children
9.1 Infants
The minimum age of an infant we can carry is 14 days after birth but this is subject to our discretion, dependent on the specific circumstances. Infants aged under 2 years old at the date of departure of each flight sector may travel seated on the lap of an adult responsible for that infant on payment of an administration charge only. The full adult fare must be paid for infants aged 2 or more years old.
9.2 Unaccompanied children
We accept unaccompanied children aged 14 or over at the date of departure provided the booking is made by a person aged 18 or over.
10. Expectant Mums
We are not able to carry expectant mothers after:
- the end of the 35th week of pregnancy in the case of a single pregnancy; or
- the end of the 33rd week of pregnancy in the case of multiple pregnancies (for example twins).
After the end of the 27th week of pregnancy, expectant mothers must provide us with a doctor's certificate confirming their stage of pregnancy and that they are fit to fly, failing which we reserve the right to refuse carriage. This certificate needs to be dated within 7 days of the outbound date of travel and 16 days of the inbound date of travel.
11. Fitness to Fly and Safe Travel Requirements
11.1
It is your responsibility to ensure you are medically fit to travel and fly. Please remember that this covers your whole journey, both the duration of the flight and also the period you may be in transit through the departure and arrival airports and any unforeseen delays or diversions. If you have any doubt as to your fitness to fly you must seek medical advice and follow any advice provided regarding the use of medication for your journey. We reserve the right to request a fitness to fly certificate. For more complex medical cases, you may need to complete a medical information form. Please contact our Assisted Travel Team for more information.
11.2
If you or a member of your party has a severe allergy, please let us know at least 5 hours in advance by contacting our Pre-Travel Services Team on 0333 300 0737 and also please make our crew aware on boarding the aircraft and make sure that you (or the applicable member of your party) bring any medication for the allergy (for example an epi-pen) on board in hand luggage. If we are made aware of a severe allergy and you or any member of your party is not carrying the required medication, that person may be refused travel. See also clause 14.2.
11.3
If you fall ill during your flight and the crew have genuine and urgent concerns about your wellbeing, we may need to divert the aircraft to land at the nearest airfield in order that you can leave the aircraft to receive medical treatment.
11.4
If we believe this is necessary you will not refuse to leave the aircraft upon being requested to do so by the captain and, if you became ill aboard the aircraft we reserve the right to require you to pay to us the cost of expenses paid by us in treating you aboard an aircraft, transporting you on the ground, and paying for treatment provided by a third party on the ground. We also reserve the right to require that you reimburse any extra costs we incur that are associated with any medical diversion. We may apply towards payment due to us from you the value of any unused carriage you have paid for, in which event such carriage shall be cancelled.
11.5
We strongly recommend all passengers travelling put in place appropriate personal travel insurance from the date of booking. Jet2.com offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the “Travel Extras” page on our website or by visiting
www.jet2insurance.com
11.6 Safe Travel Requirements
You will need to comply with our safe travel requirements (as set out here: https://www.jet2.com/flights/safe-travel). Our safe travel requirements may change, and the latest version on the date of your flight will apply. The safe travel requirements are incorporated into these Terms and Conditions by reference. Please note, certain countries may require facemasks to be worn on your flight or at the airport; you must ensure you are aware of, and comply with any applicable requirements.
12. Assisted Travel
If you require assistance for you or a member of your party (e.g. use of a wheelchair) you must tell us at the time of booking, (so that we can assist you in making the booking, if required) or no later than 48 hours before your departure so that we can make sure appropriate arrangements can be made. To request assistance, please ask for this during the booking stage through our website, you can also request assistance by calling 0333 006 8798 and speaking with the Assisted Travel Team. For more information view our FAQ section on Medical and Assisted Travel by clicking here.
Please note, failure to notify us in advance may mean that assistance may be delayed. We will do our very best to provide the required assistance, but some services may be limited. If the assistance needs (including carriage of assistance dogs) of customers on the same flight create conflicting health issues, we reserve the right to decide how the conflict shall be resolved at our absolute discretion. In addition, there may be occasions where we determine that it is appropriate for the passenger to be accompanied by a suitable carer.
There are height and weight restrictions which apply to mobility equipment (including manual wheelchairs and electronic mobility devices). Please speak with our Assisted Travel team or visit the FAQ section by clicking here for more information. In any event we will only accept up to a maximum of three electronic mobility devices on a single flight, which shall be accepted on a first come first serve basis. If you are travelling with your own electronic mobility device, please complete this form: https://www.jet2.com/en/electric-mobility-device We will answer you, and if your electronic mobility device complies with the applicable restrictions and is within the first three requests as per the above mentioned first come first serve rule, you will be able to travel.
In the event we are unable to accept a mobility device, you will be entitled to a refund of the flight fare or to a date change in accordance with, and including the additional charges set out in clause 25. Please ensure that you have taken out suitable insurance as an airline’s liability is limited by the Montreal Convention. For more information on this limitation of liability, please see clause 30 “our Liability” below.
We recognise that everyone’s needs are different, and that air travel can be stressful for some of our customers. Our friendly Customer Helpers have received training on hidden disabilities and if you or a member of your party has any special requirements, please contact our Assisted Travel Team before travel.
13. Carriage of Assistance Dogs
Except where national rules in the country you are travelling to do not permit it, we are pleased to carry registered assistance dogs free of charge on flights when accompanying a passenger with appropriate disabilities, with the assistance dog to be placed in the floor space of the accompanying passenger(s). If you wish to bring a registered assistance dog please contact our dedicated Assisted Travel Team at least 7 days before travel on 0333 006 8798 or +44 (0) 203 059 8337 so that appropriate arrangements can be made (open Mon - Fri 09:00 - 21:00 and Sat 09:00 - 18:00).
Please note an additional seat may be required to ensure there is enough floor space for the assistance dog to lie down, and if this is the case, an additional charge may be applicable depending on the size of the assistance dog. This will be assessed by the Assisted Travel Team considering the comfort and safety of you, your assistance dog and other passengers. You agree that you assume full responsibility for any assistance dog and accept that we are not liable for injury to or loss, delay, sickness or death of any assistance dog.
We will ask for confirmation that your dog has been trained by an organisation that is an accredited member of the International Guide Dog Federation (IGDF), or an organisation that meets the full membership criteria of Assistance Dogs International (ADI) which can include the Assistance Dog Assessment Association (ADAA) https://www.theadaa.org/ who complete an independent assessment for home trained Assistance dog to the same standard as the IGDF and ADI. Any assistance dog will also need to comply with the rules of the Pet Travel Scheme on international flights to EU countries. For those flights to countries outside the EU, you will need to check local quarantine rules.
With the exception of registered assistance dogs accompanying a passenger, no animals are permitted to be carried in the cabin.
14. Additional Services
14.1 Seat Selection
For a small extra charge you may select your preferred seats online. Note that, in accordance with Civil Aviation Authority requirements, emergency exit seats are only suitable for able-bodied adults (aged 14 years or over). Further information can be found via the following link: https://www.caa.co.uk/passengers-and-public/passenger-guidance/planning-your-flight/ . Seat selection charges may be refunded where there has been a change of aircraft. From time to time for operational, safety or security reasons we may need to assign or re-assign seats, even after boarding the aircraft. Therefore, we cannot always guarantee your seat selection. If you select seats as part of your booking, the price paid is non-refundable. However, if you change the date of your flight, you can select seats for your new flight for free once you’ve completed your flight change. If equivalent seats are not available, you will not be entitled to a refund.
14.2 Meals and Refreshments
The content of hot meals may vary and the content and availability cannot be guaranteed. If you suffer from any allergies, you must notify us in accordance with clause 11.2. You must take appropriate precautions to protect yourself whilst onboard. We are unable to change or remove products that are available to buy onboard due to food allergies (for example egg). Pre-order meals and sandwiches will be served as normal. We also cannot guarantee that other customers will not bring their own products onboard. Without limitation, it is your responsibility to ensure that any food you are intending to consume does not include anything to which you are allergic at the time you order or purchase this. If you order a hot meal as part of your booking, the price paid is non-refundable. However, if you change the date of your flight, your meal will automatically transfer to the date of the new flight provided at least 48 hours' prior notice has been given.
In relation to baggage and associated charges please see clause 17 below.
15. Scheduled Departure Times
15.1
We do not wish to inconvenience customers but unfortunately sometimes changes to scheduled flight times may be required for operational or technical reasons outside our control, as explained in clause 26 below. For that reason times shown are not guaranteed and may be varied.
15.2
Please ensure you re-check your flight itinerary on our website between 72 and 24 hours before you are due to travel to make sure you have not missed any changes. We (or our authorised agent) will always try to notify you of any changes using the contact details provided in your booking where we have sufficient time before departure. You are ultimately responsible for ensuring that you have checked your flight details.
16. Check-in and Boarding
16.1
If you have baggage to check-in and/or have not checked in on-line you must present yourself for check-in no later than the minimum check-in time shown on your itinerary or at least 2 hours before your departure time, whichever is the earlier. These check-in times vary by airport so please do check your itinerary carefully. You must allow sufficient time after check-in to proceed through security, customs and immigration in order to present yourself at the boarding gate prior to the deadline specified in section 16.6.
16.2
If you are travelling with hand baggage only and have checked in on-line, you can proceed straight to security. Please allow sufficient time to clear this process prior to your flight.
16.3
If you have pre-selected your seats on-line and have a valid passport you may check-in online, unless otherwise advised at the time. This can be done between 28 days and 6 hours before your scheduled departure date and time. For some routes this can be done up to 4 hours before the scheduled departure.
16.4
We may suspend on-line check-in from time to time. If this is the case you will need to check-in at the airport as explained above.
16.5
Unless otherwise specified in your itinerary, check-in closes 40 minutes prior to the scheduled departure time of the relevant flight. Failure to present yourself for check-in at the time stated in section 16.1 and to complete check-in before check-in closes will result in your reservation being cancelled and you will not be eligible for any refund.
16.6
Once you have proceeded through security and immigration you must ensure that you present yourself for boarding at the correct gate at least 30 minutes prior to the scheduled departure time. If you fail to do so we reserve the right to cancel your reservation.
16.7
If you do not appear to possess the correct travel documentation or do not meet all relevant requirements of these Terms and Conditions, you will not be allowed to travel. It is very important to note that any failure by you to submit or present information required in relation to Advanced Passenger Information regulations will result in your not being allowed to travel.
16.8
Once you have checked-in (whether on-line or in person at the airport) you may not change your booking in any way.
17. Baggage Charges and Allowances
17.1 Hand/cabin baggage
You may carry on board one piece of unchecked cabin baggage free of charge which must be no more than 10kg in weight and no larger than 56cmx45cmx25cm. Should your cabin baggage be larger than these dimensions or weigh in excess of 10kg, you must check this in as hold baggage for which there will be an additional charge which you must pay. You may also be permitted to bring an additional, small item of cabin baggage on board (such as a handbag, laptop bag or airport purchase) no larger than 40cmx30cmx20cm, provided that such items can be reasonably carried on board, either in the overhead compartment or under the seat in front of you. These items are carried in the cabin subject to our discretion and applicable operational requirements.
For safety reasons we will restrict the consumption of alcohol on board. Any alcohol brought on board by you must not be consumed during the flight.
With all hand/cabin baggage (including airport purchases) we reserve the right to require that it must be stored in the aircraft hold where there isn't enough space in the cabin or due to any other operational requirements (in which case there will be no charge unless it exceeds the size or weight requirements referred to above). In such circumstances you must ensure that all valuable items are removed and kept with you in the cabin.
Subject to availability, you can pre-book Guaranteed Cabin Luggage for an extra charge, and if you have purchased this service, you will not be asked to put your hand baggage in the hold (unless it exceeds the weight and size requirements detailed above or operational requirements apply).
If we require your Guaranteed Cabin Luggage to go into the hold for operational requirements, you can contact Customer Services to arrange a refund for any charges which you have paid for this service. In circumstances where you have paid for this service and later decide it is not required, no refund will be given.
17.2 Checked-in Baggage
If you wish to check-in baggage for carriage in the hold of the aircraft, we levy a charge for this which will be notified at the time of booking and which may vary depending on the length of the flight and when and how you purchase your booking. If you have selected on-line check and choose to take a checked in item, an on-line check in fee will be charged to cover the cost of the baggage check-in facility at the airport. Upon payment of the relevant per bag charge you will have a baggage allowance for one bag of 22kg. If you need additional bag(s), you must pay the relevant per bag charge for each additional bag you wish to carry, and your personal allowance will increase by 22kg per additional bag purchased. If you would like to add baggage for just one sector of your journey, you may do so via Manage My Booking (however please note this can only be done following the confirmation of your booking (i.e. your booking referenced has been issued)). Please note that infants have a 10kg free of charge checked-in baggage allowance although this must be added to their responsible adult's checked-in baggage and may not be booked as a separate bag. You may add this allowance in Manage My Booking. This allowance is applicable for each infant and adult pairing on the booking. Please note, no single bag or item may weigh more than 32kg.
Please note that baggage charges are non-refundable so if you change your mind and wish to cancel your checked-in baggage after you have booked this, we will not refund you. If we cancel or make a significant change to your flight, you will be entitled to a refund of your baggage charges in accordance with clause 26.
If you arrive at the airport with baggage to check-in that you have not pre-booked online, you will be liable to pay an additional charge as advised at the time of checking-in.
If your baggage weighs more than your allowance permits then you will have to pay (in addition) an excess baggage charge for each extra kg (or part) carried above your allowance which will be advised at the time of payment at the departure airport.
Golf clubs and skis may be pre-booked on-line or at airport sales desks subject to payment of the relevant extra charge. For all other “outsize” items you must advise us in advance of travel and extra charges may apply. Examples of outsize items are things such as pushchairs, travel cots, child car seats, musical instruments, wheelchairs (subject to Assisted Travel rules at clause 12), and sporting equipment.
We can carry sporting equipment up to a maximum per item weight of 32kg.
The carriage of baggage above your permitted allowance and outsize items is strictly subject to availability of space on the relevant aircraft (as well as applicable safety, health, security and operational constraints) and therefore cannot always be guaranteed for carriage on the same aircraft as you. If such items cannot be carried on the same flight as you are travelling we will carry them on the next suitably available flight.
All current baggage charges are notified at time of booking. Bookings made via third party websites may attract a higher charge.
All baggage must be properly packed in suitcases or other suitable containers in order to ensure that it is sufficiently robust and well secured to withstand the usual and normal rigours of carriage by air.
18. Baggage Restrictions
18.1
You are not permitted to carry the following items in cabin or checked-in baggage:
- items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the rules relating to carriage of dangerous goods issued by International Civil Aviation Organisation (ICAO), the International Air Transport Association (IATA) and our own related policies; – more information available here;
- items which are unsuitable for carriage by reason of their weight, size or character or which are fragile or perishable or which may affect the safety, health or comfort of other passengers or crew, this may include hot or strong smelling foods and drinks;
- firearms and ammunition;
- remains of any animals, including animals killed and kept as hunting trophies;
- any other items prohibited by relevant law, such as foodstuffs. For information on what food you can bring into the UK, visit the UK government website.
18.2
You are not permitted to carry the following items in checked-in baggage, but may do so in cabin baggage; namely fragile or perishable items, money, jewellery, precious metals, silverware, computers, electronic devices (including e-cigarettes), spare or loose batteries (including but not limited to power banks), cameras, cigarettes, cigars or tobacco, high value new cosmetics and perfumes, other highly desirable items, medication that may be required during your holiday, house or car keys, negotiable papers, securities or other valuables, business documents, samples, passports and other identification documents. Any items of dangerous goods must be packaged sufficiently to both protect against damage and/or short circuit and inadvertent operation during the flight (as applicable).
18.3
You must not include in your cabin baggage replica or toy weapons, explosives or anything containing explosives (e.g. Christmas crackers, fireworks or fire crackers) and incendiary materials; knives of any kind/type/shape or size; letter openers; metal cutlery; catapults; slingshots, razor blades and straight razor blades (excluding safety razors and accompanying cartridge blades); tradesmen's tools; darts; scissors; nail files; hypodermic needles and syringes (unless required for medical reasons and accompanied by a medical certificate confirming the medical condition necessitating carriage); knitting needles; corkscrews; sporting bats and clubs (e.g. baseball and softball bats, golf clubs, cricket bats); hard sporting balls (e.g. cricket, field hockey or billiard, snooker or pool balls); billiard, snooker or pool cues; martial arts devices.
18.4
In addition, you must not include in your cabin baggage any article which, in our opinion or the opinion of airport security personnel, might be used as, or adapted for use as, a weapon with the potential to cause injury or incapacitation or to represent any other security or safety threat.
18.5
If any items referred to above are carried, whether or not they are prohibited from carriage as baggage, the carriage thereof shall be subject to the charges, limitations of liability and other provisions of these Terms and Conditions.
18.6
Weapons such as antique firearms, swords, knives and similar items may, at our reasonable discretion, be accepted as checked-in baggage in accordance with our policies but are not allowed into the aircraft cabin.
18.7
If an item of cabin baggage becomes checked-in baggage (whether at your request or because we require it), you must immediately remove from it all items which are prohibited from inclusion in checked-in baggage. You may carry such items as cabin baggage, but only if you comply with our requirements (where applicable) regarding contents and size and weight of cabin baggage.
18.8
You may not bring on board alcohol for the purposes of consumption whilst on the aircraft. For safety reasons we restrict the consumption of alcohol on board. Only alcoholic drinks purchased on board may be consumed during the flight. It is an offence to be drunk on any aircraft. Jet2.com reserves the right to serve alcoholic drinks to customers at our absolute discretion.
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19. Right to Refuse Baggage
19.1
We may refuse carriage of any item that is prohibited from carriage as either checked-in baggage or cabin baggage. We may refuse to carry as baggage any item because of its size, shape, weight or character. We may refuse to accept baggage for carriage if, at check-in, it appears not to be properly packed in suitcases or other suitable containers to ensure safe carriage with ordinary care in handling.
20. Right to Search
20.1
For reasons of safety, health and security, and to check that you are not carrying in your baggage any prohibited items, we may be required, by any authority to carry out checks of your baggage. In addition airport security personnel or other Government officials may search, screen and x-ray your baggage with or without your presence. If you do not comply with this requirement, we may refuse to carry you and/or your baggage, no refund will be given and we will have no other liability to you. We will not be responsible for any damage resulting from any search by airport security personnel or other Government officials.
20.2
Please note that the security authorities of some countries require that checked-in baggage can be opened without causing damage in the absence of the passenger. It is your responsibility to make yourself aware of and comply with any such requirements.
20.3
You agree that if required, you must attend the inspection of your checked-in and/or cabin baggage, by customs or other Government officials. We are not liable to you for any loss or damage suffered by you through your failure to comply with this requirement, or through the actions of customs or other Government officials, unless it is due solely to our negligence.
20.4
In the event that screening leads to suspicion that you may be carrying a prohibited item in accordance with Clause 18 above, the relevant airport authority may search your baggage and remove such items, or prevent your baggage from being loaded onto an aircraft. Where we are notified by the airport authority that your baggage has been stopped on suspicion that a prohibited item has been found, we will try to contact you so that you can attend the inspection of your baggage. If you refuse to allow your baggage to be inspected we may refuse to carry you and/or your baggage, and you will not be entitled to any refund. If, as a result of any inspection, it is found that you are carrying a prohibited item, you will be required to remove that item from your baggage and will be responsible for its proper disposal or deposit. If you do not attend the inspection in person and you wish your baggage to travel, we will request your consent to remove any prohibited items on your behalf and to dispose of them. If you fail to remove any prohibited item from your baggage, or refuse permission for us to do this on your behalf, we may refuse to carry you and/or your baggage, without any right to a refund.
21. Collection and Delivery of Checked-in Baggage
21.1
You shall collect your baggage as soon as it is available for collection at each place of destination or stopover. If it is not claimed some airport authorities will charge a fee for storage, which will be payable to them before they release your baggage. If your baggage is not collected within 30 days of the time it was made available for collection, we may dispose of it and retain for our benefit any proceeds without notice or any liability to you.
21.2
If the person claiming baggage is unable, on request, to produce a baggage identification tag for identification of the baggage, we will make the baggage available to such person only on condition that he or she establishes to our satisfaction his or her right thereto, and if required by us, such person shall furnish adequate security to indemnify us for any loss, damage or expense which may be incurred by us as a result of such delivery. We accept no responsibility for making anything other than limited enquiries of the person claiming the baggage when assessing the right to collection.
21.3
Acceptance of baggage by the bearer of the baggage identification tag without complaint at the time of delivery is prima facie evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise.
21.4
Should your checked-in baggage not travel on your flight, either because it was not-prebooked in accordance with clause 17.2 or for other reasons outside our control, but arrive on a later flight, you may be required to collect it from the airport, in person. Where there is a delay in the arrival of your luggage we will do our best to ensure your luggage is brought to you as soon as possible. However, this is not always possible. We are not responsible for any costs associated with you collecting your baggage that is not pre-booked in accordance with clause 17.2 or where the relevant airport authority requests that the baggage is picked up at the airport by the passenger in person.
22. Removed Items of Baggage
We accept no responsibility for any items of your baggage that are removed by Government policy, airport or security personnel acting in accordance with applicable regulations. If you are aware of the removal of items from your baggage by airport security personnel, it is your responsibility to ensure that you obtain a receipt from the relevant personnel and make arrangements for collection of such items later.
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23. Conduct on Board Aircraft and at Airport and Safety
23.1
We are a family friendly airline and our customers have the right to enjoy their travel experience in comfort. As part of our “On Board Together” campaign and as a signatory of the UK Aviation Industry Code of Practice on Disruptive Passengers, we take a zero tolerance stance with regard to any person who threatens the safety, comfort and wellbeing of customers and colleagues.
23.2
You must behave appropriately at all times whilst in the airport and on board the aircraft. In particular (but not limited to these examples) you must not:
- contravene any applicable law (e.g. by being drunk on board an aircraft);
- conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board;
- obstruct the crew in the performance of their duties;
- fail to comply with any instruction of the crew;
- use any threatening, abusive or insulting words or actions towards the crew or other passengers;
- behave in a disorderly manner or in a manner to which other Passengers may reasonably object;
- fail to comply with the terms of any document signed by you following contravention of one or more of the preceding conditions on a previous flight with us.
- fail to comply with our safe travel requirements (as set out here: https://www.jet2.com/flights/safe-travel), including the requirement for you and your travel party to wear a facemask in the airport and on your flight where applicable.
23.3
If, in our reasonable opinion, you have failed to behave appropriately either in the airport or on board the aircraft or we consider you unfit to fly:
- you may be prosecuted for offences committed on board the aircraft;
- we may decide (in our reasonable discretion) to cancel your flight prior to take-off and/or, after take-off;
- divert the aircraft to offload you, in which case you must pay to us all costs and expenses which we incur of any nature whatsoever as a result of or arising out of that diversion;
- we may decide to cancel any return flight or other future flights you have with us, without refund;
- we may take any other measures we deem necessary to prevent continuation of your inappropriate conduct, including your restraint or removal from the aircraft or airport.
In all of the above circumstances, you will not be refunded the price of your booking, and we are not responsible for any costs you incur as a result of us refusing carriage.
You must reimburse us (and will indemnify us) for all costs and expenses (including the legal costs we incur in bringing any action against you) arising from your improper conduct on board the aircraft including (but not limited to) any damage caused to the aircraft.
23.4
As stated above at 18.8, for safety reasons, only alcoholic drinks purchased on board may be consumed during the flight. Jet2.com reserves the right to serve alcoholic drinks to customers at our absolute discretion.
24. Refusal to Carry and Removal of Passengers
24.1
In addition to section 23 above, we may refuse to carry you or your baggage in the following circumstances, all of which are linked to the safety and security of the aircraft, the safety and security of other passengers and/or our colleagues, relate to a failure to pay us sums due, or are legal requirements:
- such action is necessary for reasons of safety and/or security and/or to comply with any applicable laws, regulations or orders of any country to be flown from, into or over including laws or regulations relating to Advance Passenger Information requirements;
- your conduct, age or mental or physical condition or the physical condition of your baggage is such as to require our additional assistance (save where the "Assisted Travel" provisions of these Terms and Conditions apply as set out in clause 12), or to cause harm, discomfort or make yourself objectionable to other passengers or crew; or involve any hazard or risk to yourself or other persons or to property;
- you are, or in our reasonable opinion you appear to be, drunk or under the influence of drink or drugs;
- if your behaviour or appearance may negatively affect the comfort or experience of any other passenger;
- if you are, or we reasonably believe you are, in unlawful possession of drugs;
- you have threatened, insulted, abused or acted in a disorderly way (either by words or action) towards ground colleagues, a member of the crew or our other passengers;
- you have refused to submit a health screening or a security check or you have not observed, or may fail to observe, instructions given by ground colleagues or a member of crew with respect to safety or security;
- you have failed to comply with our safe travel requirements (as set out here: https://www.jet2.com/flights/safe-travel), including without limitation any requirement for you and your travel party to wear a facemask in the airport and on your flight (where applicable).
- the applicable fare or any charges or taxes payable have not been paid, credit arrangements agreed between us and you (or the person paying the fare) have not been complied with; or if you owe us or Jet2holidays money;
- you do not appear to be properly documented or any of our documentation presented by you appears to have been acquired unlawfully, or reported as being lost or stolen, or counterfeit, or altered by anyone other than us or our authorised agent, or mutilated, it being understood by you that we have no duty to make any enquiries when determining whether to permit you to travel, and that we have the right to retain such documentation;
- you have failed to comply with clause 6 in relation to travel documents and other requirements;
- the person who presents for check-in or boarding cannot prove that he or she is the person named as the passenger on the booking.
24.2
We will be entitled to refuse to carry you or your baggage if we have given you a banning notice and you have bought your ticket (or someone has bought the ticket on your behalf) while the ban applies. By a banning notice we mean a written notice informing you that you are banned from being carried on flights operated by Jet2.com. This notice will specify the reasons for, and details of, the ban and the period for which the ban applies. The length of any ban will vary depending on the seriousness of the behaviour leading to it. We reserve the right to issue lifetime bans to customers who commit fraud or whose conduct endangers the safety and security of the aircraft or the safety and security of our customers and/or our colleagues. If you try to travel while a ban is in force, we will refuse to carry you and you will not be entitled to any refund.
24.3
If we refuse to carry you, we may pass on your booking details and the reason we have refused to carry you to other third parties (for example, airlines, airports, authorities or other service providers. This in turn may make it difficult for you to book other travel services.
25. Cancel or change my booking
25.1
Our bookings are non-refundable so if you cancel, miss, or cannot take your flight, or no longer wish to use additional services booked, for any reason we will not refund you. If we cancel a flight or additional services booked or make a significant change to a flight or the additional services booked you will be entitled to a refund in accordance with clause 26.
25.2
Once you have checked-in (whether on-line or in person at the airport) you may only change your booking through the call centre. It will not be possible to change your booking through Manage My Booking at this stage.
25.3
We do not allow any requests to change your point of departure or destination. If you wish to change these by making a new booking then you will forfeit all monies paid.
25.4
Name changes: We do allow name changes provided these are made at least 6 hours prior to the scheduled departure time shown on your itinerary and that the requested change is for the whole itinerary for the relevant passenger (a “Name Change”). You will need to provide the full name, address and contact e-mail address and telephone number for the new passenger(s) and we will send them a confirmation e mail and itinerary. If the name change being made is not a change of person, but to correct a mistake made at the time of making the original booking, then the appropriate charges will still be levied.
25.5
Date Changes: We also allow changes to your departure time and your departure dates (a “Date Change”) up to 6 hours before the original scheduled departure time, made in person at the departure sales desk at least 2 hours before the original scheduled departure time. This is of course subject to flight availability at the time of making the change.
25.6
For a Date Change you will have to pay:
-
an administration fee (please refer to the FAQs on www.Jet2.com/en/faqs for details of current charges);
- the difference (if any) in price between the original booking and the price applicable to the new booking. Your new booking price is calculated at the time you make the amendment so this may mean that the fare for your new flight and the related taxes, fees and charges may be different. Note that if there is no increase in price then you will not be required to pay any more. If the new price is less than that for your original booking you will not be eligible for any refund. There may be exceptions to this where the original booking was part of a promotion as the discount may be repayable so the associated terms and conditions should be referred to in each case.
25.7
You are entitled to make one Name Change per booking where you will have to pay only an administration fee for this name change (please refer to the FAQs on www.Jet2.com/en/faqs for details of current charges). For each additional or subsequent Name Change, you will have to pay:
-
an administration fee (please refer to the FAQs on www.Jet2.com/en/faqs for details of current charges);
-
the difference (if any) in price between the original booking and the price applicable to the new booking. Your new booking price is calculated at the time you make the amendment so this may mean that the fare for your new flight and the related taxes, fees and charges may be different. This includes, for example, the charges relating to baggage allowance, seat selection and pre-ordered meals. Note that if there is no increase in price then you will not be required to pay any more, you will not be eligible for any refund. There may be exceptions to this where the original booking was part of a promotion as the discount may be repayable so the associated terms and conditions should be referred to in each case.
The administration fee payable for each Name Change or Date Change requested during the same call to our call centre will be subject to the cap specified in the FAQs on www.Jet2.com/en/faqs . This cap will not apply for Name Changes or Date Changes made on www.Jet2.com or for Name Changes or Date Changes made during separate calls to our call centre.
26. Cancellation, rerouting, delays
26.1
Flight departure/arrival times and flight durations may change. For reasons of safety, security, to comply with required regulatory approvals, for operational reasons or for other reasons outside our control we may amend, delay, cancel, divert, or re-route any flight, or cease operations on any route. If this happens, we will contact you as set out in clause 26.2 below. What happens in the event of a cancellation, delay or where boarding is denied is set out in law, including Regulation (EC) 261/2004 -applicable in the European Union- (and as amended in the UK by The Air Passenger rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019), collectively the “EC261/2004 Regulations”)). Please see https://www.jet2.com/delays-and-cancellations for further information.
26.2
If we decide to cancel, terminate, divert, re-route, postpone or delay your flight, or cease operations on the route your flight forms part of, after your itinerary/receipt has been issued and this is known to us more than 48 hours in advance, we will try to notify you of such change using the email address you advised at the time of booking. You must therefore regularly check your email account and notify us if you change your email address. If we receive an email failure notice or no email address has been provided, we will contact you by telephone or text alert. The lead name in the booking is responsible for notifying any changes to all other passengers in the booking. Where you have been notified by us in advance (to the contact details provided in the booking) of any change to your booking, we will not be liable for any missed departure by anyone in the booking.
26.3
Where we cancel a flight or make a significant change to it, we will contact you as described in 26.2 above and you will be entitled to a refund of the price paid for your flight including fees paid for baggage, seat selection and meals. Please seehttps://www.jet2.com/delays-and-cancellations for further information.
26.4
We strongly recommend all passengers travelling put in place appropriate personal travel insurance from the date of booking. Jet2.com offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the “Travel Extras” page on our website or by visiting www.jet2insurance.com.
26.5 EC261/2004 Regulation Compensation Claims
1. 1. This section applies to claims for compensation under EC261/2004 Regulation.
2. Passengers must submit claims directly to us and allow us 28 days (or such time as required by applicable law, if less) to respond directly to them. Once received, if you disagree with our decision, you can appeal to the Civil Aviation Authority’s Passenger Advice and Complaints Team or, for flights departing Spain only, to the State Aviation Safety Agency of Spain (AESA), using their dispute resolution procedure for flights departing Spain only. Appeals to AESA must be made within 1 year of submitting a claim to us. Regardless of the foregoing, you are also entitled to go directly to court, without having to claim before in front of AESA or of us.
3. The legal guardian of a passenger who lacks capacity may submit a claim to us on their behalf. We may request evidence that the legal guardian has authority to submit a claim on the passenger’s behalf.
4. A passenger may submit a claim to us on behalf of other passengers on the same booking. We may request evidence that the passenger has the consent of other passengers on the booking to submit a claim on their behalf.
5. In any event, except for sections 3 and 4 of section 26.5, we will not process claims submitted by a third party unless the claim is accompanied by appropriate documentation duly evidencing the authority of the third party to act on behalf of the passenger.
6. Passengers are not prohibited by this clause from consulting legal or other third party advisers before submitting their claim directly to us.
7. Any compensation payment will be made in accordance with our standard procedures, as updated from time to time.
27. Aircraft
In accordance with EU regulation (EC) No 2111/2005 as incorporated into UK law and amended, we are required to bring to your attention the existence of an Air Safety List which contains details of air carriers who are subject to an operating ban in the UK and/or the EU. The UK Air Safety List can be found on the UK CAA’s website: https://www.caa.co.uk/commercial-industry/airlines/licensing/requirements-and-guidance/third-country-operator-certificates/ The EU Air Safety List can be found here: https://transport.ec.europa.eu/transport-themes/eu-air-safety-list_en
When you book flights with us, the carrier who will be operating your aircraft will in normal circumstances be Jet2.com Limited. Our airline identification code is LS and consequently our flight numbers are shown prefixed by LS. However, in common with most airlines, there may sometimes be occasions where it is necessary for us to temporarily supplement our fleet with aircraft operated for our benefit by another carefully chosen airline. Where there is a change of carrier we will advise you of the identity of the actual carrier(s) as soon as possible.
In such circumstances, we shall try to ensure that you receive the same level of in-flight service and baggage allowance advertised for your flight but we cannot guarantee that this will always be possible.
28. Cancellation by you
28.1
If you decide to cancel your whole booking or to cancel an individual passenger in your party, we do not provide any refund and strongly recommend all people travelling put in place appropriate personal travel insurance from the date of booking.
28.2
We strongly recommend all passengers travelling put in place appropriate personal travel insurance from the date of booking. Jet2.com offers personal travel insurance to cover you whilst on your holiday and also cancellation cover should you be unable to travel. Customers can purchase a policy on-line via the link on the “Travel Extras” page on our website or by visiting www.jet2insurance.com.
If you need a statement of non-travel from us for insurance purposes we will provide this free of charge.
28.3
To avoid losing your money altogether, we recommend you consider changing the name on your booking to someone else who can travel in your place and/or to consider changing the dates of travel in accordance with clauses 25.4 - 25.6. For more information on how to make a change please read our FAQs on www.Jet2.com .
29. Denied Boarding
If we are unable to provide you with previously confirmed space on any flight (other than where you are refused carriage pursuant to these Terms and Conditions), we shall provide you with compensation and assistance in accordance with our denied boarding compensation policy and applicable law, including EC 261/2004 Regulation if applicable, details of which are available on request at the airport from our colleagues or appointed representatives.
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30. Our Liability
30.1
We will have no liability to you except in accordance with these Terms and Conditions, the Convention for the Unification of Carriage of Certain Rules for International Carriage by Air, signed in Montreal, 1999 (the "Montreal Convention") and where applicable, EC 261/2004 Regulation. Notwithstanding the foregoing, nothing in this clause shall restrict any liability that we may have under the Consumer Rights Act 2015.
Your contract of carriage with us (including these Terms and Conditions and all applicable exclusions and limits of liability) applies for the benefit of our authorised agents, servants, employees and representatives to the same extent as they apply to us. As a result, the total amount recoverable from us and our authorised agents, servants, employees and representatives will not be more than our own liability, if any.
We will have no liability to you regarding any product or services you book through us, as agent for the supplier thereof, unless caused solely by our negligence, save as provided for expressly under the Montreal Convention, EC 261/2004 Regulation as applicable, and any other applicable laws.
A summary of the liability rules applied by UK air carries appears here: https://www.jet2.com/en/carrier-information-and-liability-notice
Nothing in these Terms and Conditions gives up or waives any exclusion or limitation of our liability available under the Montreal Convention or applicable local law unless otherwise expressly stated in writing by us; or prevents us from excluding or limiting our liability under the Montreal Convention or under any other laws which apply, or gives up any defence available to us there under against any public social security body or any person liable to pay, or who has paid, compensation for the death, wounding or other bodily injury of a passenger.
30.2 Death/Personal Injury
Our liability for compensatory damages you are entitled to recover for proven losses and costs sustained by you in the event of death, wounding or other bodily injury caused by an accident is subject to rules and limitations set out in the Montreal Convention, EC Regulation 2027/97 (as amended in the UK by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019), and these Terms and Conditions.
30.3 Loss of or damage to Baggage
Our liability for compensatory damages you are entitled to recover for proven losses and costs in the event of loss of, or damage to, or delay of, your checked-in baggage, and cabin baggage/personal property carried by you aboard the aircraft, is subject to rules and limitations set out in the Montreal Convention, EC Regulation 2027/97 (as amended in the UK by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019), and these Terms and Conditions, generally as follows.
- We will not be liable for loss of or damage to cabin/unchecked baggage unless caused by our negligence.
- We will not be liable for loss of or damage to any cabin baggage and/or checked-in baggage resulting from inherent defect, quality or vice of the baggage. Likewise, we will not be liable for fair wear and tear of baggage resulting from the usual and normal rigours of transportation by air.
- We will not be liable for any loss of or damage to any item included in your cabin baggage and/or checked-in baggage which you are prohibited from carrying under these Terms and Conditions or applicable law on the basis that the loss arose solely from your own contributory negligence.
- Our maximum liability for loss of or damage to cabin baggage and checked-in baggage is limited to the local currency equivalent of 1,519 Special Drawing Rights per passenger unless you prove that the loss or damage resulted from our act or omission either done with the intention of to cause it or recklessly and with knowledge that it would probably result.
- We will increase our liability to you for loss or damage to your checked-in baggage to an amount specified by you and agreed by us at the time you hand your checked-in baggage to us at check-in, but only if you pay to us an additional charge calculated at the rate of 5GBP/ 8EUR/ 11CHF/ 250CZK/ 60NOK/ 30PLN per each 50GBP/ 80EUR/ 110CHF/ 2500CZK/ 600NOK/ 300PLN (or part thereof) you wish to add to the 1,519 Special Drawing Rights limit up to a maximum amount of 1,500GBP /2250EUR /3300CHF /72000CZK /18000NOK/ 9000PLN in excess of the local currency equivalent of that limit.
30.4 Delay
Our liability for a claim caused by delay in your carriage by air is limited by the Montreal Convention. Where that Convention does not apply, we will have no liability to you for delay, except as otherwise provided in these Terms and Conditions or by applicable law, including where applicable, EC 261/2004 Regulation, and as limited by the Montreal Convention. A summary of your rights in relation to flight delays appears here:https://www.jet2.com/delays-and-cancellations
30.5 US Required Liability Notice
Wherever liability for your journey does not rest with us and the Montreal Convention does not apply and the carrier has not waived the Warsaw Convention limits for death or bodily injury and the defence that it has taken all necessary measures to avoid the damage up to the national currency equivalent of 151,880 Special Drawing Rights of any such claim, the Warsaw Convention and special contracts of carriage embodied in applicable tariffs provide that the liability of such carriers for death of or personal injury to passengers is limited in most cases to proven damages not to exceed: (i) US$75,000 per passenger in the case of journeys to, from, or with an agreed stopping place in the USA, and that this liability up to such limit shall not depend on negligence on the part of the carrier; and (ii) US$10,000 or US$20,000 in the case of journeys not to, from, or with an agreed stopping place in the USA.
The names of carriers party to such special contracts are available at all ticket offices of such carriers and may be examined on request. Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the carrier's liability under the Warsaw Convention or the Montreal Convention or such special contracts of carriage. For further information, please consult your airline or insurance company representatives.
Note: The above US$75,000 limits of liability is inclusive of legal fees/costs except that in case of a claim brought in a country where a provision is made for separate award of legal fees/costs, the limit shall be US$58,000 exclusive of legal fees/costs.
31. Notice of Claims
31.1 Damage to Checked-in Baggage
You should report any damage to your checked baggage and obtain and complete a Property Irregularity Report prior to leaving the airport. You must then notify us as soon as possible in writing of any damage to your baggage and, in any event, no later than the expiry of 7 days of receipt of that baggage. If you fail to notify us within these timescales then no action shall lie against us.
31.2 Delay or loss of Checked-in Baggage
You should report any delay or loss of your checked-in baggage and obtain and complete a Property Irregularity Report prior to leaving the airport. You must then notify us as soon as possible in writing of the delay to or loss of your baggage and, in any event, no later than the expiry of 21 days of the date on which your baggage should have been received. If you fail to notify us within these timescales then no action shall lie against us.
31.3
In each case your notification must include an itemised list identifying each affected item and giving a description which includes the manufacturer and age of item together with proof of purchase and evidence of ownership in each case. We will deduct an amount from your claim in respect of depreciation where we believe it to be appropriate. In the case of a compensation claim for physical damage to baggage, you must retain the damaged baggage and produce it to us at our request in order that we may examine it to assess the nature and extent of the damage and whether the baggage is capable of repair. In the event that you wish to claim for the cost of replacing an individual item which forms part of a claim for damage to baggage, you must consult us before incurring the replacement cost, otherwise it may not be included in the compensation payable to you. You must include proof of purchase of the replacement items when making your claim. In respect of all claims for damages concerning your baggage, you must provide us with all the information we request to assess the eligibility of your claim and the amount of damages payable. If we require you to do so, you must sign a statement of truth regarding the facts and value of your claim for damage to your baggage before we make the payment to you. If you fail to comply with these requirements, you may adversely affect the amount of compensation to which you are entitled.
31.4 Time Limits to bring a Claim
The provisions in this section 31 are subject always to the provisions in section 32 (Time Limits).
32. Time limits
An action for any claim you have under the EC 261/2004 Regulation must be brought within 6 years of the date on which your claim accrued, in accordance with section 9 of the Limitation Act 1980. Any right to any other compensation and/or damages and/or any other relief whatsoever in relation to your booking shall be extinguished if an action is not brought within 2 years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped.
33. Choice of law and jurisdiction
33.1
You and we agree that these Terms and Conditions and any carriage which we agree to provide you with (in respect of yourself and/or your baggage) shall be governed by the laws of England and Wales. This is without prejudice to any mandatory provisions in Spain being applicable to your contract. The choice of law does not affect those provision which it is not possible to derogate by agreement, for example to the extent appliable, the Montreal Convention and the EC 261/2004 Regulations.
33.2
Any dispute between you and us concerning or arising out of such carriage in any way whatsoever, including any non-contractual obligations arising out of or in connection with these Terms and Conditions, shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
33.3
“Non-exclusive jurisdiction” means that you may bring a claim against us in a jurisdiction outside of the courts of England and Wales, so that for example if you are a consumer resident in a Member State of the European Union, you may also be able to bring proceedings in the courts of that Member State. "Non-Contractual obligations" means obligations that do not arise from the specific provisions of these Terms and Conditions but arise as a result of English legal principles.
34. Use of my data
We will only use your personal data as set out in our Privacy Policy. For full details of how we may use your data, please view our Privacy Policy which can be viewed here.
You may provide us with limited details about other people (e.g. where you make a travel booking on behalf of a group or where you provide us with the name and contact details of a third party whom we may contact in an emergency). Where you provide the details of other individuals you should ensure you are have their permission to do so. Please tell these people to read this policy if they want to find out more about our data protection practices.
35. How to contact us
We try to resolve any issues brought to our attention as soon as possible so it is important that you tell us if you are not happy so that you give us the opportunity to resolve your issue at the time. If for any reason this is not possible or we have been unable to resolve your issue to your satisfaction please use our online web form to contact us which you can find here: https://www.jet2.com/en/contact-us.
36. Amendments
These Terms and Conditions may be amended by us from time to time and will be updated on this website accordingly.
37. Meaning of expressions
“You” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) and, where the context so requires, shall refer to the lead name in any booking which includes more than one person.
"We", "our" and "us" refers to Jet2.com.
Jet2.com refers to Jet2.com Limited, Registered Company Number: 2739537, Registered Company Address: Low Fare Finder House, Leeds Bradford International Airport, Leeds, West Yorkshire LS19 7TU, VAT Number GB 355 5672 31.
These conditions were last updated on 30th September 2026.
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