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How to Complain to Jet2holidays
Jet2holidays says that if a problem on holiday is not settled locally, you should follow it up after returning home through its online post-holiday forms (feedback, compliment or complaint) or via your travel agent. Its terms ask for this within 28 days of returning home. If it is not put right, you can take it to ABTA dispute resolution scheme.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Jet2holidays
How to Complain
Jet2holidays says that if a problem on holiday is not settled locally, you should follow it up after returning home through its online post-holiday forms (feedback, compliment or complaint) or via your travel agent. Its terms ask for this within 28 days of returning home. source
When You Can Escalate
If direct resolution with Jet2holidays fails. Scheme: ABTA dispute resolution scheme. source
Is It a Package?
What Counts as a Package
You likely have a package holiday if you booked 2 or more travel services (for example flights and a hotel) for the same trip from one organiser, and the trip lasts over 24 hours or includes an overnight stay. source
Linked and Independent Bookings
Linked arrangements (services from different companies, paid separately) and independent bookings give you fewer rights, and foreign-based companies may not be covered by UK law. Report problems quickly and keep receipts. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Straight awayTell the company about a problemAs soon as it happens, during the trip, not after you get home
- 20 daysWritten notice of a price riseAt least 20 days before departure
- 8%Cancel free if the price rise is over8%
- 14 daysRefund after a cancelled packageWithin 14 days of the cancellation
- 6 yearsLegal claimGenerally 6 years in England and Wales, 5 years in Scotland (not stated on the Citizens Advice pages, so check before you wait)
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Jet2holidays in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to ABTA dispute resolution scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Jet2holidays Complaints
Always start here, in writing.
ABTA Dispute Resolution Scheme
Once Jet2holidays has had its chance. See When You Can Escalate under Your Rights.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Jet2.com flight-only bookings use a separate complaint form from Jet2holidays bookings. ABTA says its scheme is open for disputes within 18 months of the return date and cannot be used while a chargeback is active.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to Jet2holidays. This guide uses information published by Jet2holidays and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- jet2holidays.com/contact-us/help-at-home Checked 4 October 2026
- jet2holidays.com/terms-and-conditions Checked 4 October 2026
- abta.com/help-and-complaints/customer-support/complaints-we-can-and-cant-help-with Checked 4 October 2026
- citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/claim-compensation-for-a-holiday Checked 12 October 2026