In all our resorts (except Jet2CityBreaks) we have an in-resort team of friendly Customer Helpers who live locally and are happy to help you with whatever you need.

They visit selected hotels regularly, so you can check the Jet2holidays noticeboard or information guide at your hotel for times. You can also call our 24/7 Customer Helpline 0044 113 887 0350. You’ll find all the contact information you need in your welcome pack when you arrive on holiday.

Please take care of your personal belongings at all times, as retrieving lost items can be a complex process. We are not responsible for tracing your lost property and respectfully ask that you contact the local airport teams directly.

Any items found at the airport will generally be handed to the airport’s lost property department, or in the case of documents, to the airport police. Please contact the airport’s lost property office yourself – you can find their contact details by visiting the relevant airport’s website.

Should our Cabin Crew find anything on board an aircraft during the turnaround, it will be handed to a member of Ground Crew. Please see a member of our team on arrival, who will be able to assist you further. If you aren’t able to speak to a member of our team, you can contact us about your lost property query here.

If you experience any loss, damage or delay to your baggage, you must tell our team straight away. Please make sure that you complete a Property Irregularity Report (PIR) before leaving the airport, as without this document our Customer Services team may not be able to process your claim. You will also need to keep a copy of the completed PIR.

Delayed/Lost baggage

Once you've completed your PIR, you can check the status of your baggage.

We’ll also update you by text message, so please give our Customer Helpers a mobile number when you complete your PIR.

We’d like to reassure you that once we’ve located your bag, we’ll deliver it to you at your hotel or home address. Our appointed courier company will contact you directly to arrange the best delivery time for you.

It may take a little time to locate your bag. However, if for any reason you feel you’ve not received enough communication from us, please email LostBaggage@jet2.com and one of our team will get back to you as soon as possible.

Damaged baggage

Please remember that your baggage should be strong enough to withstand the baggage handling process, as we're unable to accept responsibility for damage to bags that weren't fit for purpose. Scratches, dents and cosmetic damage to the suitcase itself are classed as normal wear and tear, and as such, we can't consider claims for minor damage.

If your suitcase has suffered more substantial damage while in our care, we're happy to offer you monetary compensation. If you're currently in the UK, one of our Customer Helpers at the airport can help you with this process. If you're not in the UK, please contact our Customer Service team (Customer.Service@jet2.com) who will be happy to help.

Baggage claims

Our liability for delayed, lost, and damaged baggage is limited under the Montreal Convention. This simply means that you may prefer to make a claim under your own travel insurance – you can find further details in our Terms and Conditions. Please note that you must send your claim in writing to the address below, as a PIR on its own is not considered to be a claim.

Any claims for delayed or lost baggage must be sent to us in writing within 21 days of your delayed baggage being returned to you, or of you being informed that your baggage has been irretrievably lost. If you wish to make a claim, please send us a copy of your PIR, as well as receipts for any items for which you intend to claim, as explained in our Terms and Conditions.

All claims for damaged baggage must be sent to us in writing within seven days of you completing your PIR, or within seven days of your return flight home, whichever is the greatest. If you wish to make a claim, please send us a copy of your PIR, photographic evidence of any damaged items, and receipts for any items for which you intend to claim, as explained in our Terms and Conditions.

Email: Customer.Service@jet2.com

Write: Baggage Claims Team
           PO Box 284
           Leeds
           LS11 1GE
           United Kingdom

We aim to respond to you within 28 days.

Please note that we will not accept liability for valuable items (e.g. jewellery, cameras, laptops, cash, electrical equipment, and documents) contained within any checked-in hold baggage as these items must be carried in your hand luggage in the cabin. The limits of our liability in relation to baggage are described in detail in our Terms and Conditions. Under international convention, any payment that we’re liable to pay for lost or damaged items is limited. This is why we strongly recommend that you take out comprehensive travel insurance. We suggest that you try to make a claim with your travel insurer first as they are more likely to offer a higher level of compensation than us.

If you need urgent medical attention, you must first go to a doctor or hospital.

Then you need to contact your Customer Helper in resort or call our 24/7 Customer Helpline on 0044 113 887 0350 for further support on what to do next.

Jet2.com no longer serve nut-based products onboard, but we can’t guarantee that other customers won’t bring their own nut products. However, if Cabin Crew are made aware of a nut allergy sufferer, they will announce to passengers at the beginning of the flight that there’s someone on the plane with a nut allergy. They will also tell customers not to eat any nut-based food during the flight. If you have a nut allergy, please let us know at the time of booking and let the Cabin Crew know when boarding your flight.

Severe Allergies

If you have any severe allergy, please make our team aware of this at the time of booking and also mention this to the Cabin Crew on boarding the aircraft. If you want to clean your seating area, our Cabin Crew can provide wipes – please don’t bring your own. If you carry medication for a severe allergy, such as an EpiPen, it is very important that you bring this with you on board the aircraft. If we are made aware of a severe allergy and you are not carrying your required medication, you may be refused travel.

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You can use all handheld electronic devices and Bluetooth gadgets, such as headphones, throughout the flight, as long as they're switched to flight mode while onboard.

Larger gadgets, such as laptops, must be switched off and put away for take-off and landing. If there are any changes to this, the Captain or our Cabin Crew will let you know.

For the safety of all our customers, at least seven days must have passed since the first spots appeared, with no others forming, before we can consider carrying anyone with chicken pox.

We also need a Fit to Fly certificate from your doctor to confirm this.

You have three options – you can check in:

• On our website
• On our app
• At the airport

If you’re checking in via our website or app, go to Manage My Booking and log in using your booking reference. Select ‘Check in’ and follow the instructions.

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At the airports, our check-in desks generally open at least 2 hours 30 minutes before your scheduled departure time – see the check-in opening times at your airport. Please arrive at the airport in good time, as our check-in desks will close 40 minutes before your scheduled departure time. By this point, you must have completed the check-in process.

At some UK airports we offer our handy Twilight Check-in^® service, meaning you can drop your bags off at the airport the evening before your departure if your flight’s scheduled before noon.

Jet2.com is a family friendly airline and we welcome mothers to breastfeed onboard at any time during the flight, including during take-off and landing. Both mother and baby must continue to observe the seatbelt sign.

If you need a blanket for some privacy, please bring this with you or speak to a member of our cabin crew who can offer a seat in the galley.

Dangerous Goods 

Many common travel items contain substances which make them unsuitable for carriage by air, or which mean there are certain restrictions surrounding their carriage. Find out more about dangerous goods 

Jet2.com also have the following operator restrictions on the carriage of Dangerous Goods: 

• Jet2.com does not accept Cargo shipments 
• When carried by customers, lithium ion batteries, lithium metal batteries, and power banks that do not clearly state the watt-hour rating or lithium metal content, or where the watt-hour rating cannot easily be otherwise ascertained, are forbidden 
• Small vehicles powered by lithium batteries, such as balance wheel, air wheel, solo wheel, hoverboards, bikes, etc., are forbidden to be transported in passenger luggage as checked or carry-on baggage 

Failure to comply with Dangerous Goods restrictions is a criminal offence. 

Items Containing Lithium Batteries 

Your safety is our priority when travelling with us, and we would therefore like to draw your attention to the below requirements when travelling with items containing lithium batteries: 

• Personal Electronic Devices (PEDs) containing lithium batteries, such as laptops, tablets, and e-readers, must be carried in the cabin and have a watt-hour rating of 160Wh or less. For PEDs where the watt-hour rating of the battery exceeds 100Wh but are less than 160Wh, approval must be granted by Jet2.com prior to travel 
• E-cigarettes may be carried in cabin baggage providing they are individually protected, however these are prohibited to be used onboard our aircraft and within airports (unless in designated smoking areas) 
• Power banks are permitted onboard as cabin baggage and may be used during your flight, however these must not exceed 100Wh. When not in use, exposed terminals must be individually protected to prevent short circuit 
• Damaged Personal Electronic Devices (PEDs), including power banks and lithium batteries / cells, are forbidden from carriage in all circumstances 
• A maximum of 15 PEDs per person may be carried 

In most cases, you’ll need:

• A credit card in the name of the lead driver with a large enough limit to cover the excess
• A full driving licence photo card, held for minimum of 1 year with no major endorsements
• A valid photo ID (Passport or National ID)
• A printed version of your car hire voucher

Please make sure that you’ve checked the most up-to-date guidance on the documentation or licence type that you need before you go.

Further guidance on licence requirements is available here

When collecting your vehicle, some suppliers may ask for a code so that they can check your licence online.

UK driving licence holders must go to www.gov.uk/view-driving-licence to create a one-time passcode which is valid for 21 days. For more, please click here

When you pick your car up, the fuel tank will be full or partly full. You’ll need to leave a deposit to cover the cost of the fuel.

This money will be blocked on your credit card during the rental and returned within seven working days after the rental, as long as you replace the fuel you've used just before you return the car. It's a good idea to ask for directions to the nearest petrol station to the rental drop-off location.

At the rental desk, you’ll be asked to either leave a deposit on your credit card (amount shown on car hire voucher) or buy the supplier’s insurance in case the car is damaged or stolen.

If you’ve already bought Full Protection Insurance, you’ll only need to leave a deposit which is covered under your policy. Deposits will be temporarily taken or blocked on your credit card and will be returned within ten working days after the rental if the car is returned undamaged.

It depends, so please let us know at the time of booking if you need a cot and highchair at your villa.

And due to COVID-19, extra safety measures have been put in place so you might need to bring your own cot linen. If you need anything extra before you book, please call our friendly UK-based Call Centre on 0800 408 0778.

If you've already booked your villa holiday, please call us on 0333 300 0737. If you're staying in a complex or hotel resort villa, you can request cots and highchairs but they aren't guaranteed. Please call 0333 300 0737 to ask for these, but just so you know, there could be a supplement to pay.

Towels for use inside the villa are included in individual villas.

Pool towels are not included as standard, so please bring these with you if you need them. If you're staying in a complex or hotel resort villa, you can ask for towels at the reception but these are subject to availability. You may also need to pay a local charge if you need to hire pool towels.

Maid services vary at each villa, ranging from preparation only with linen and towels to a service five days per week with daily towel change and weekly linen change. The standard maid service provided with all villas usually includes a pre-clean and preparation of the villa and an end clean. If you're staying for two weeks, you'll have a linen and towel change roughly halfway through your holiday. You can arrange an extra maid service for an extra cost – please contact us for more details.

Beach towels and cleaning equipment, such as washing up liquid and dish cloths, are not supplied in any of our villas. If your villa has a barbecue, please keep it clean as maid service is not included for this facility. You’re also responsible for taking out the rubbish each day to the local collection points, which should prevent insects from being attracted to the villa. More information about the location of these collection points will be available in your villa book.

For stays 7-14 nights, they’ll be changed roughly halfway through your holiday. For stays over 14 nights, they’ll be changed roughly once per week. Up to seven nights, they’ll not be changed.  

How to get help on holiday | Jet2holidays  

We're available around the clock, with 24/7 support via our UK-based team on +44 113 887 0350.  

For general queries, you can also contact us via WhatsApp. Share on WhatsApp.   

Unfortunately, luggage can’t be left at the villa if you have an early/late flight. This is for security reasons and so the property can be cleaned thoroughly in preparation for the next arrival. Car hire is included in the package, so you have the freedom to enjoy a day out in these circumstances and keep your bags in the car.  

There are no set times for pool maintenance to be carried out, but to keep it in good condition, visits may have to happen mid-week. Pool maintenance happens regularly, and we ask for your cooperation to keep the pools in tip-top shape for you to enjoy.  

Unfortunately, this service isn’t available to Jet2Villas customers.  

Most villas have an information pack with lots of handy info on the local area and the villa itself. You’ll also receive a link to your 'villa book' in your documents 28 days before travel which will include important information about your villa and the surrounding area.  

Yes, these are included as standard.  

Pool towels are not included as standard. They are in some properties, but please check the web page for your villa. If you need further assistance, please call 0333 300 0737.  

Yes, there will be at least one in your villa.  

Welcome packs are not included as standard but can be added onto some villas for an additional cost. Where available, this will show during the booking process. If you'd like to add this after booking, please call our Pre Travel Services team for a quote.  

Cleaning items, such as washing up liquid and dish cloths are not included as standard. Sometimes, these items are left by previous guests, but it’s a good idea to bring some items with you (washing up liquid, dishwasher tablets, washing powder, bin bags, dish cloth, tea towel, salt and pepper etc.).

This varies depending on which villa you book. If you'd like to find out, please call our Pre Travel Services team on 0333 300 0737.  

All our villas have Wi-Fi, but speeds may vary and we can’t guarantee the strength of the connection.  

Due to hygiene reasons, we can’t provide bed linen for cots.

Our cots are standard travel cots.  

Parking is available at all our villas. Whether this is on or off-road, this will be made clear on the villa web page. Please remember to check this.  

Pool heating is designed to take the chill off the water, rather than to make it hot. Generally, the water is 25-28°C. If your pool is heated and a cover is available, it's a good idea to use this overnight to retain the temperature of the water.  

Please check local advice/government information for your holiday destination.  

Unfortunately, it’s not possible for extra guests to stay in the villa if they are not named on the booking. This is because they would not be part of the holiday package and so would not be covered by the Package Travel and Linked Travel Arrangements Regulations 2018. Please refer to our T&Cs, under the ‘Your accommodation and resort’ section regarding ‘Occupancy’. Terms & Conditions | Jet2holidays  

Most villas will have at least one English TV channel, and many have smart TVs. Please check the villa information on our website for more information.  

Information on your car hire provider and instructions on how to find them will be on your car hire voucher which is sent 28 days before departure. This will direct you to where to pick up the car.  

You can add any extras at the same time as booking your car hire. Availability of these extras isn't always guaranteed. You'll need to pay in local currency for these extras when you pick up your hire car. The prices shown for each item when making your booking are based on today's exchange rate.  

Jet2Villas holidays can be booked without car hire included (this can be removed before booking). We cannot offer transfers in replacement of the car, so if required, these will need to be organised separately by the customer.  

Documentation that you need to bring with you is listed in your car hire voucher which is sent by email 28 days before departure. This includes a credit card, driving licence, valid photo ID and printed version of this voucher.  

The car hire company will try to sell you additional insurance when you get to the desk. If you’ve already purchased Full Protection Insurance with us, you won't need to do this, but you will need to leave the excess deposit on a credit card in the lead driver's name.

Yes, therefore you must bring a credit card with you in the lead driver's name.

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If you’re staying in a hotel, you can check our handy information guide for lots of information about what to see and do in your destination.

You can also speak to your in-resort Customer Helpers – they’re locals so they have heaps of insider knowledge and top tips. Or download our app and you can read through our in-depth destination guides at your leisure.

Depending on your destination, you may need to pay a tourism tax or ‘city tax’ on your holiday, which usually applies per person, per night or as a set percentage of your accommodation cost. The tax is payable locally and will be collected by your hotel/apartments. You’ll be advised of the specific details of this at the time of booking your holiday.

Once you’ve collected your luggage and left the baggage hall, please look out for our friendly Customer Helpers who will be waiting for you – you can’t miss their famous red uniform. You’ll find more information on your transfer voucher we send to you 28 days before travel.

We strongly recommend that you store all money and valuables in a secure place during your holiday.

Please check first if your accommodation offers a safe in your room. If not, we recommend hiring one. Alternatively, you may be able to store your valuables at the reception. If there are no other alternatives, we advise that you keep your money and valuables with you at all times. Please do not leave them in full view in your room.

Please note, neither Jet2holidays or your hotel are responsible for any loss, theft or damage that occurs to your money or valuables during your time away.

Spain recently introduced a new law to help reduce energy consumption. This means the temperature of air conditioning cannot be set below 27 degrees in public places, such as restaurants and shops, as well as public areas in hotels and airports.

Please note, this does not include hotel rooms or transfer/excursion buses.

Your transfer pick-up time will be available in our app 72 hours before you’re due to head home.

You can also find it in the information guide and on our Jet2holidays noticeboard at your hotel 72 hours beforehand too. We’ll also send you a SMS and an email if we have your contact information.

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Your transfer pick-up will be a 30-minute window of time, so please wait for the full duration before you get in touch with us.

If your transfer doesn’t arrive by the end of that window, please call us on 0044 113 887 0350, but please don’t worry – we won’t leave you behind. If you do need to call us, we kindly ask that only one member of your party tries to reach us.