Getting started - booking and paying for your holiday
The price of your holiday: The basic holiday cost includes the following: the cost of your holiday accommodation; return flight from the UK to your overseas airport; all current airport taxes, including the Air Passenger Duty (“APD”); coach transfers between the resort airport and your accommodation if stated; baggage allowance (if any) as confirmed on your Flight Voucher; payment to the Air Travel Trust Fund as part of the ATOL Protection Contribution ('the APC Sum'); aviation insurance and security charge; and VAT on all holidays to countries within the EU.
The basic price of your holiday does NOT include the following which will cost extra: transfers to and from your accommodation if not stated; in-flight meals; sitting together; holiday insurance; any additional charges that hotels or apartments may make for facilities such as cots, minibus services, sun beds, sauna, tennis courts and equipment, porters, excursions, etc.; excess baggage and the transport of any sporting or any other outsize equipment; deposits requested on arrival by some apartment/hotel owners; and any local taxes, levies, dues or similar required by local authorities/airports abroad to be paid personally by every passenger; and any surcharge levied under our standard terms and conditions.
Jet2holidays reserves the right to alter the price of any of the holidays advertised on the website. You will be advised of the current price of the holiday you wish to book prior to receiving your booking confirmation.
The lead in price on our website and in our brochures is based on 2 adults sharing, except for Disney holidays which are based on 2 adults and one child sharing.
Taxes, levies and charges that may apply to the price of your holiday: All prices of our holidays are subject to a tax known as Air Passenger Duty (“APD”), a duty of excise levied on the carriage from a UK airport of chargeable passengers on chargeable aircraft since 1994. Please visit www.hmrc.gov.uk for further information. If governments or airport authorities impose any increases or additional taxes and charges that will be in effect on the day you travel, Jet2holidays is responsible for collecting these on their behalf. We will notify you by email or by post at least 5 days before debiting your payment card with the increased charges. Please be assured that no payment card fee will be levied in these circumstances. If your payment card is no longer valid, we will contact you by telephone to request your new payment card details.
Managing your booking and planning your trip
Managing your flight booking: Your booking confirmation shows your holiday booking reference number, which consists of six numbers followed by a forward slash, a W or S depending on whether it is a winter or summer booking and then the year of travel followed by an H (for example 222222/S12H). Log on to www.Jet2holidays.com and follow the link for “Manage my booking - Check-in Online” on the top right hand side of the page to choose from many extras, and check in online to make your flight even more enjoyable. Please make sure you are using your holiday booking reference from the booking confirmation. You will need passport details for all travelling passengers to check in online. For a small charge, you can select your preferred seats online, including extra leg room seats. We also have the option of seating together where your seats are guaranteed to be together, although these may be separated by an aisle. If this option is not suitable for you then you may want to choose specific seat numbers for you and your party. This is generally available between 28 days and 5 days before departure. If you do not wish to choose your seats online before you fly, seats will be allocated on a first come, first served basis either during the online process or at the check-in desk. Please note that, for safety reasons, emergency exit seats are only suitable for able-bodied adults as the occupants may be called upon to assist the crew in the unlikely event of an emergency. We cannot allow children or infants in these seats and children/infants must be seated with their parents or guardians on the flight. Please note that flight crew reserve the right to move anyone they feel is unsuitable to sit in these seats.
Check-in time: Passengers are required to check in a minimum of 2 hours prior to the scheduled departure time of the flight. All flight times are local and in 24 hour clock. We recommend that you recheck your flight times between 1 and 3 days prior to travelling. In the unlikely event of any schedule changes or cancellations, we will notify you using the address provided at the time of making your booking. If you change your contact details, you must notify us quoting your booking reference.
Travelling with infants: Infants under the age of 2 years (on the date of departure) must sit on the knee of a paying adult who has responsibility for that infant. As such, two infants could only travel with two adults who are responsible for their welfare etc. Please note that infants do not have their own baggage allowance, or seat on the aircraft. The minimum age for an infant to be carried by Jet2holidays is 14 days after birth, however carriage of very young infants is always strictly at our discretion. For your family’s convenience, subject to local conditions, collapsible pushchairs/ buggies may be used up to the aircraft steps/air bridge and can be reclaimed immediately upon disembarkation or at Baggage Reclaim, subject to local conditions.
Travelling with children and minors travelling without an adult: Each booking must have at least one 18 year old (or older) in the party who will take full responsibility for any customers on the booking who are less than 18 years old. Where any customers on a booking are under 18 years old and are not related to any customers on the booking who are 18 or over, each must produce a signed letter of parental consent at departure.
Hand baggage allowance: You are permitted one small piece of hand baggage of not more than 10kg and dimensions not in excess of 56x45x25cm. It is not possible to use your hand baggage allowance against your checked baggage allowance or vice versa.
The following items are prohibited from being taken into any aircraft cabin as hand baggage; Any type of firearm or component part of a firearm; Toys or Replica Guns; Slingshots or Catapults; Stunning devices – any type of device specifically to stun or immobilise; Objects with a sharp point or edge capable of causing serious injury; Axes or hatchets; Knives (regardless of length of blade); Razor blades; Scissors; Martial arts equipment; Swords and sabres; Trade tools such as drills and drill bits, crowbars, screwdrivers, saws, blowtorches etc; Darts; Metal Cutlery; Knitting needles; Blunt instruments capable of causing serious injury; Snooker/Pool cues; Sports bats; Clubs, batons or truncheons; Any type of incendiary substances or devices including replica or imitation explosives; Fireworks; Ammunition; Party poppers; Self heating drinks/food, or any other item that could be used to endanger the aircraft or any of its passengers.
Checked in baggage allowance: Baggage allowances may vary depending on the type of holiday you have booked, and are subject to change. When booking through our website your baggage allowance will be shown to you at time of booking. When using our brochure please check at the time of booking. Many Jet2holidays packages provide customers (excluding infants) with 1 piece of checked in baggage included in the holiday price, which is an allowance of 22kg. Up to 2 additional bags, each with 22kg allowance, can be pre-purchased for an additional cost before the day of departure. Some Jet2holidays packages, including City Breaks, provide no checked-in baggage allowance, but instead customers can purchase checked-in baggage of up to 3 bags to a maximum allowance of 66kg (22kg per bag). Subject to availability and at Jet2.com's discretion you may check in excess baggage, which will be subject to an extra charge.
Sporting/outsize equipment: Golf bags and ski equipment - charges are 30.00 GBP/ 40 EUR/ 58CHF/ 1060CZK/ 165PLN per flight for each item up to 22kg. Other outsize items e.g. bicycles, tennis bag & racquets, may be carried for a discretionary charge strictly subject to prior agreement. Alternatively, standard excess baggage charges will apply.
You may also need to arrange a private transfer as many of our transfer providers are unable to accept golf bags or other outsize equipment on the transfer coaches. Any private transfer would be at your own cost. Please contact our Pre-Travel Services team to discuss the charges and requirements for golf and other outsize equipment.
Buggies/pushchairs/car seats: Lightweight collapsible pushchairs/buggies and child car seats, up to a combined maximum weight of 10kg may be carried free of charge strictly on a limited release basis. Additional weight will be subject to standard excess baggage charges. No single item may weigh more than 32kg.
Essential items: Please ensure you carry essential medications for the duration of your holiday in your hand baggage. Please be aware that essential liquid medication in quantities over 100ml must be certified as authentic by a doctor’s letter and must be presented in the original container. Customers travelling with babies should take extra supplies of necessary infant items in their hand baggage such as formula milk (subject to airport security restrictions on fluids) and nappies. Baby milk and foods must be tasted by the responsible adult.
Flight delays or diversions: If your outbound or return flight is delayed, we will, wherever reasonably practicable, keep you informed and provide meals and refreshments in a reasonable relation to the waiting time for a delay of 2 hours for flights under 1500km, 3 hours for flights between 1500km and 3000km and 4 hours for all other flights depending on airport facilities. For a delay of over 12 hours or where an overnight stay is necessary we will provide overnight accommodation if possible. If any delay is over 5 hours you are entitled to cancel your flight and receive reimbursement of the flight element of your holiday cost only. This does not extend to any reimbursement of other elements of your holiday cost.
Aircraft and flight time changes: In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight. Please note that our main airline is Jet2.com but we may occasionally be obliged to change the type or model of aircraft it operates for a particular flight without advance warning or temporarily supplement its fleet with aircraft operated for its benefit by another airline, in which case you may become subject to that airline’s specific terms and conditions of carriage. Any such change will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change under our Terms and Conditions. Flight times detailed on your booking confirmation may be subject to change and will only be confirmed on your Flight Voucher. We will always do our best to inform you in advance of changes to any of the above circumstances where possible.
Fast Track Security: Free fast track security on your outbound journey is included from some UK departure airports when you book an ‘Indulgent Escapes’ holiday departing from 1 May to 31 October 2015. Please check your Flight Voucher for details on whether this service is available from your departure airport, and if so, please visit the Jet2.com customer service desk at your departure airport to collect your pass. Please note that not all UK airports provide this service, or may provide on a seasonal basis only. We reserve the right to withdraw the fast track security availability at our discretion.
Family Bookings: Where you have booked any Experience More, Family Favourites or Family Luxe holiday for at least one adult and one child (please see each individual hotel entry for the age range of a child) (“Family Booking”), you will receive a voucher for discounts on selected in-flight children’s gifts/toys as follows: Family Favourites holiday (15% discount) or Family Luxe and Experience More holiday (20% discount). The discounted products are subject to availability on each flight.
These Family Booking offers are valid only on bookings for Summer 2015 holidays and until such time Jet2holidays.com withdraws the offer. Jet2holidays.com reserves the right to amend or remove this promotion at any time prior to customer booking.
Passports, visas and immigration requirements: Your specific passport, visa and other immigration requirements are your responsibility. We advise that you confirm these with the relevant Embassies and/or Consulates well in advance of booking, to avoid any delays on the day of departure.
British Citizens will need a full 10 year passport to travel to the destinations we feature and are generally required to have 6 months remaining on it after the scheduled date of return. Children are required to have their own passport. The name on your passport must match the name on your ticket, otherwise you may not be able to travel or your travel insurance may become invalid. If you or anyone in your party changes their name, please contact us immediately so that they can reissue you with a new ticket. An amendment fee will be applicable for this service.
For more information in relation to visa and immigration requirements, please refer to https://www.jet2holidays.com/faqs.
We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa and immigration requirements. For further advice in relation to passport and/or visa requirements, we recommend that you also refer to the Foreign & Commonwealth Office (FCO) website at www.fco.gov.uk, or the Passport Service’s website at www.ips.gov.uk.
Health and medical advice: Health facilities, hygiene and disease risks vary worldwide. You should take health advice about your specific needs as early as possible. Sources of information include the following: www.fco.gov.uk (see the “Know Before You Go” section of the website); www.hpa.org.uk; www.nathnac.org.uk; your GP; or a specialist clinic. Whilst many Western European destinations currently have no compulsory inoculation requirements, advice about destinations can change. Customers travelling to other destinations are recommended to seek advice from the sources mentioned above.
Travel Information: The Foreign and Commonwealth Travel Advice Unit may have issued health and / or safety information about your holiday destination. You are advised to check this information by calling 0845 850 2829 or by visiting the FCO website directly: www.fco.gov.uk. The advice on the FCO website can change so check regularly for updates about your specific holiday destination.
Travel insurance: Jet2holidays offers personal travel insurance to cover you whilst on your holiday. Customers can purchase a policy on-line via the link on the “Travel Essentials” page on our website or by visiting www.Jet2insurance.com. As with all travel insurance policies, Jet2 Holiday Insurance contains certain restrictions. In order to qualify for this insurance policy you must be under the age of 76 at the time of purchase and be a resident of the European Union. The policy does not cover any pre-existing medical conditions. If you are taking any medication, have been hospitalised in the previous 12 month period or are under observation or investigation for an undiagnosed medical complaint we advise that you look for a specialised insurance policy to ensure you are adequately insured. Please ensure you read the terms and conditions of your policy carefully to ensure cover is right for you. Should you feel the policy is not right for your needs and you notify us within 14 days of purchase, we will refund the premium to you in full subject to travel having not taken place.
Transfers: All of our holidays include a transfer, except where specifically specified or our City Breaks and some short breaks, which will only include transfers where specifically booked at an extra charge. The transfer times we give you are a rough guide and do not allow for local traffic conditions, or delays to incoming flights.
Transfer vehicles will try, wherever possible, to drive up to each hotel. However this may not always be possible due to local restrictions. Please refer to your Transfer Voucher for instructions on how to reconfirm your return transfer. You may need to arrange a private transfer if you have golf clubs, a wheelchair or other outsize equipment. Please contact our Pre-Travel Services team to discuss, so you are aware of any extra charges.
Private transfers: With most Jet2holidays you have the option to include a private transfer instead of a coach if you prefer. Private transfers are included as standard with all Indulgent Escapes holidays, unless we specify otherwise. Private transfers for the main will be in a taxi but on occasion a people carrier or minibus may be used. You will receive your private transfer voucher as part of your holiday documents 4 weeks before departure, and this details where to meet the local transfer representative in the arrivals hall. Please read the arrival instructions on your local taxi transfer voucher carefully so that you can find your transport easily and start your holiday as soon as possible. In some cases the voucher will also advise the reconfirmation number for your return transfer which will need to be called at least 24 hours before departure. Please note any stated opening times of the local transfer operator office to ensure you call to re-confirm in plenty of time.
Transfers for children/infants: Please note that infant car seats and/or children’s car booster seats are not provided for any transfers and must be taken as part of your baggage (at your own cost) if you want to use them on your holiday. Please see the “Buggies/pushchairs/car seats section” above for weight allowances.
Medical requirements, special needs & mobility assistance
At Jet2holidays we want all our customers to enjoy a completely successful holiday and we will try to meet the needs of those who require special assistance. However, please note that this may not always be possible.
Special assistance and medical conditions: If you require special assistance for you or a member of your party (e.g. use of a wheelchair, recognised assistance dogs, carriage of medical or mobility equipment, special seating requests) you must tell us when you book or, if later, as soon as possible after booking so that the we can make sure appropriate arrangements can be made . Failure to notify us in this way may mean that assistance is not available in connection with the flight, accommodation, resorts, transport and/or services. If the special assistance needs (including use of guide dogs) of customers on the same flight or transport or in the same accommodation, resorts or services create conflicting health issues, we reserve the right to decide how the conflict shall be resolved.
If you or a member of your party wish to travel with a battery powered mobility aid you must tell us before you book. We will try our utmost with the airline, the accommodation and the relevant transfer supplier to fulfil all your medical requirements. The airline assistance starts from the Jet2.com check–in desk until the baggage reclaim areas at the destination airport, but this will differ depending on the airport you are flying in to.
If you or someone in your party requires assistance from the car park to the check-in desk or from the baggage reclaim area to the car park on your return, this should be booked via the airport, the contact information for which can be found on their websites. If you or someone in your party requires a specific room or certain facilities in the accommodation please inform us in plenty if time and wherever possible before you confirm your holiday, as this will help us to try and meet your needs. Certain seats are blocked off on each flight for wheelchair access which are allocated on the day by the check-in staff on a priority basis.
Carriage of mobility aids: We will transport medical equipment and up to two pieces of mobility equipment per disabled person or person with reduced mobility, including electric wheelchairs, subject to you informing us no less than 48 hours prior to the flight, and subject to possible limitations and applicable rules concerning carriage of dangerous goods. It is important that we have as much information about any battery powered mobility aid as soon as possible and in any event no less than 48 hours before you travel. Before an electric mobility aid is loaded onto our aircraft, we must be satisfied that the mobility aid has been made safe in accordance with the ICAO Technical Instructions. If we are unable to be satisfied or where it is established that the electric mobility aid has not been made safe, we reserve the right to refuse carriage of the mobility aid. In such circumstances we are not under an obligation to render it safe. Other factors which could prevent the carriage of an electric mobility aid are: the mobility aid dimensions exceeding cargo door dimensions, the tare (unladen) weight of the mobility aid exceeding the aircraft loading limitations after all possible load-spreading options have been considered and insufficient space being available on the aircraft at the time your booking is made. For further information on the carriage of battery powered wheelchairs please refer to the mobility section in the Questions page at www.jet2.com.
Fit to fly and fit to travel: It is your responsibility to ensure you are medically fit to travel and fly. Please remember that this covers your whole journey, including the duration of the flight and also the period you may be waiting at, and in transit through, the departure and arrival airports, as well as possible unforeseen delays or diversions. If you have any doubt as to your fitness to fly please contact our Customer Service Team to discuss whether you are able to fly. We will advise if you need to contact a doctor for a fitness to fly certificate and/or if you must complete a medical information form, which we will provide. If we require you must seek medical advice and follow any advice provided regarding the use of medication for your journey. We reserve the right to request an up to date fitness to fly certificate, failing which the airline may not accept you for carriage.
It is of course in your interests to ensure that you notify your travel insurer about any pre-existing medical conditions. Jet2holidays 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 Essentials” page on our website or by visiting www.Jet2insurance.com.
Extra baggage due to medical conditions: If you have a condition which may require you carrying extra baggage, please contact us for the appropriate allowance and cost.
Extra transfer costs: If you need to book a private taxi which is adapted to accommodate a wheelchair, this will carry an additional cost to you. Please contact our Pre-Travel Services team to discuss, so that you are aware of any additional charges.
Medical Treatment: Please note that where you book a cruise, all medical facilities on board ships are the responsibility of the ship/cruise operator and their availability is at the sole discretion of the ship’s Master. You will be responsible for the payment of any charges for medical treatment and/or drugs provided on board.
Your accommodation and resort
How we grade accommodation: All the accommodation featured on our website and in our brochure has been carefully chosen to ensure that you are able to get the very best out of your holiday. Although the local authorities in each country set standards for official star/quality ratings, we know standards can vary between accommodation of the same official rating in different countries and even in the same country which does not give you a consistent way of comparing accommodation standards. To help you choose your holiday, therefore, we feature our own star ratings to give you a general guide and to help you compare. Our ratings are based on our knowledge and customer feedback of the facilities, food and service available at the accommodation, as well as the characteristic differences between accommodation types such as apartments and hotels. Our ratings are set using a scale of 2 stars through to 5 stars and represent a range from basic, good value, no-frills accommodation to above average, more comfortable accommodation with a wide range of facilities. All our accommodation, whatever the rating, is based on a twin or double standard room unless otherwise stated.
We may feature TripAdvisor ratings of our resorts to help you choose your holiday. TripAdvisor ratings are based solely on TripAdvisor members’ opinions and reviews of our resorts obtained from TripAdvisor on the date indicated within the rating or at the front of the brochure. We make no representations of any kind about the reliability of such ratings and cannot be held responsible for any reliance placed on such ratings.
Room types: When we refer to specific room types on our website, the room you will receive will usually match one of the descriptions below. Please note however that these are only standard definitions for guidance purposes only and that rooms are likely to vary from hotel to hotel:
- Double Rooms – a room with a double bed, or two single beds with double bedding.
- Twin Rooms – a room with two single beds.
- Single Rooms – a single room or “twin for sole use” room with 1 or 2 single beds.
- Studios – one room living/sleeping accommodation with divan/sofa beds, basic kitchen facilities (usually 2 cooker rings and a fridge) and a shower room.
- Apartments – self contained accommodation with one or more bedrooms with twin/double beds, basic kitchen facilities (usually 2 cooker rings and a fridge), a shower room and occasionally a separate living space.
- Sea/Pool View Rooms - please note these advertised room types may have a restricted view due to plants, trees or buildings.
- Family Rooms - typically the same as the double and twin rooms and may not be larger. Room occupancies will be shown for individual properties and may vary in each destination.
- Triple/Quadruple Rooms - some properties may have rooms that can sleep 3 or 4 people. Room layouts may vary but typically will consist of 3 or 4 separate beds or a combination of double, twin, camp, sofa or rollaway beds. In some properties extra beds may only be suitable for children. These rooms may not be any larger than twin or double rooms so space may be limited.
- Premium/Superior Rooms- typically the same as double and twin rooms but may have additional or more luxurious amenities.
- Suites/Junior Suites/Villas/Bungalows - these room types usually have a living area but may not be completely separate from the sleeping area. Room occupancies will be shown for individual properties and may vary by destination. Note that Villas generally do not have any managed areas, such as storage space for luggage after check-out.
- Maisonettes- as per apartments and usually on a split level.
- Shared Room - a shared room or dormitory style accommodation, usually for more than 6 people which may include people from other unrelated bookings. Beds may be bunk beds and the rooms may not be en suite.
Board basis descriptions: Please note that the accommodations advertised on our website will be described as follows:
- Room Only - no meals are included in the price you have paid for your holiday.
- Self Catering – no meals are included in the cost of your holiday, but you will be provided with catering facilities in your accommodation to cook light meals. These facilities will differ slightly from one accommodation to another.
- Bed and Breakfast - breakfast is included in the price you have paid for your holiday and will generally consist of a continental buffet style, catering for various nationalities.
- Half Board - your breakfast and evening meal is included in the price you have paid for your holiday.
- Full Board - breakfast, lunch and evening meals are included in the price you have paid for your holiday.
- Half Board Plus and Full Board Plus - typically includes an additional service(s) to a standard Half Board or Full Board package respectively as detailed above. Not every Half Board Plus or Full Board Plus package will offer the same additional service(s). Each package is individual to the hotel so please see website descriptions for full details of exactly what is included in the package.
- All Inclusive -typically includes 3 buffet style meals in the hotel’s main restaurant, snacks and locally produced drinks for a minimum of 12 hours per day but please note that in rare cases All Inclusive may be available for less than 12 hours; where we are aware of this, it will be stated clearly in the property description. Please be aware that in some properties, there may also be limits on the facilities available, which may include a cash bar system at night once the all inclusive package ends. Some bars and restaurants at the hotel may not be included in the all inclusive offering and may incur a local charge. Some properties may offer two or more sittings at meal times for your comfort, you may also be required to reserve a table in some restaurants and this will be subject to availability.
Times for inclusive drinks, meals and snacks may vary and bottled water, 'branded' (imported) drinks or à la carte meals may not be included in your package. Beer available in the all inclusive package is usually draught and local wine is usually house wine served by the glass from a barrel. Some countries serve local-style cuisine rather than international.
Not every property offers daytime and evening entertainment as part of their All Inclusive package and the options at the ones which do will vary. A charge may be required locally for facilities and entertainment not included in the all inclusive package including imported alcoholic drinks and facilities requiring coins to be inserted such as games machines or pool tables. All activities are subject to availability and also may be weather permitting, and the property may restrict the number of times and hours of use of some facilities. Each hotel description highlights what activities and facilities are usually included with each property. This is based on information we have received from the hotel management and often based on the current seasons package. Please note that some facilities or activities may be altered or substituted when you travel as hotels do regularly review their all inclusive offering from season to season.
You may be asked to wear an ID wrist band or carry an ID card which, if lost, may carry a replacement charge. Your all inclusive package ends when you check out of your room, irrespective of your transfer pick up time. It is possible that you may lose a meal on arrival or departure, dependant on your own particular flight times.
If there is a delay to your return flight and you have to spend additional time in the resort, any refreshments will be as per the airline’s instructions, and not the board basis of your hotel. Please bear in mind that under 18s will not be served alcohol and the hotel management and Jet2holidays may take away the all inclusive benefits from any guests whose behaviour is deemed to be detrimental to other guests.
- All Inclusive Plus – includes selected international branded drinks, as well as an additional service(s) to what we consider a standard All Inclusive package as detailed above. Each All Inclusive Plus package is individual and could include example services such as 24hr drinks and snacks, complimentary use of facilities that would usually carry a charge or extra dining options such as à la carte meals where applicable which again, may usually carry an additional charge. Not every All Inclusive Plus will offer the same service and each package is individual to the hotel so please see website descriptions for full details of exactly what is included in the package.
Additional persons staying in your twin or double room: As a third or fourth person sharing a room will occupy existing beds or use an extra bed (which may be of camp bed style or a sofa bed) placed in a double/twin room, conditions may be cramped. As a result, you may wish to consider booking additional rooms
Check-in/out: Generally, your accommodation will be available from 2pm on the date of arrival and is to be vacated between 10am and noon on the date of departure, irrespective of your arrival or departure times (unless we have stated otherwise). Should you wish to retain your room after the normal check-out time on the day of your departure, it may be possible to reserve the room for this purpose at the time of booking. However this will be on a “subject to availability” basis and may incur additional costs which would be payable locally. Should we not be able to accommodate your request, you may also check at reception on your arrival or at any time during your stay to see if the specified times can be altered. Please note that Villas will not have storage space to hold luggage temporarily prior to the specified check-in time nor after the specified check-out time.
Cots for infants: We can request the use of cots in most of our accommodation, however, there may be a small charge which is payable locally. Cots must be registered at the time of booking.
Hotel/breakage deposits: Some accommodation, particularly that of a ‘Late‘ n ’Lively’ nature, may require you to leave a refundable breakage deposit on arrival (usually in local currency). This deposit will be fully refunded on your check-out if no damage has been found in the room. Our City Break Hotels may require a credit card imprint or local currency cash deposit upon arrival to cover any ancillary spend in the hotel.
Air conditioning: Some properties may have individual air conditioning units located in either the bedroom or the living area and, unless otherwise stated, air conditioning will be centrally controlled. This means that the day to day operation of the air conditioning system is at the discretion of the hotel management, both in rooms and in the public areas of the property. In such cases the use of air conditioning units may be restricted to certain hours of the day and more generally used during the warmest summer months. Please note there may be a local charge payable for air conditioning in some months. We will endeavour to describe the air conditioning system in the hotel description where possible.
Free Wi-Fi: Resorts displaying a ‘Free Wi-Fi’ symbol on our website or in our brochures have free Wi-Fi available within the resort, although, it is not guaranteed throughout the resort. For example, free Wi-Fi may only be available in the lobby of the resort.
Local charges: Some facilities at your hotel may be payable locally. We endeavour to advise you of all local charges in our descriptions but this may not be possible or they may change from time to time. Common payable facilities include, but are not limited to, air-conditioning, safety deposit boxes, television remote control, spa facilities, pool or beach towels, daily car parking, entertainment and activities away from your accommodation, highchairs, cots, babysitting services, meals for infants, room service, mini bar, TV/Satellite TV, telephone calls, sea views, sun loungers, jacuzzi, sauna, table tennis, billiards and darts. Where our brochures include indicative prices for drinks, meals or local travelcards, these prices have been provided by local tourist boards as examples only. We do not guarantee these prices and the actual cost of drinks, meals and travelcards will vary depending on the supplier.
Maid service: The frequency of maid service and changes of linen may differ from hotel to hotel. This can be confirmed to you on request by the reception staff on arrival.
Single travellers and under occupancy supplements: It is an unfair fact of life that single travellers often have to pay proportionally more, often up to twice the price, than the price each person in a twin room might have to pay. We have negotiated some good deals for single travellers, however please note the standard and location of these single rooms is not always as good as that of twin/double rooms, even when you pay the single supplement. As most of our prices are based on at least 2 adults sharing, if there are fewer adults sharing the room than the number specified on the website, supplements will have to be paid. Please note in some cases, infants and children do not count towards occupancy levels, however you will be advised of this at the time of your booking.
Special dietary requirements: Meals, if included, are based on table d’hôtel menus, or a buffet system unless specified otherwise. Holidays which include main meals generally commence with dinner on the day of arrival at your accommodation, terminating with breakfast on the day of departure. No refunds on meals “not taken” can be given. For late arrivals (after 10 pm) the hotel may sometimes be able to arrange a cold platter or a simple snack. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d’hôtel menu and cannot be guaranteed. We would therefore strongly suggest that anyone with special requirements takes a holiday where no meals (or only breakfast) is included and simply buys the most acceptable dishes from restaurants available locally. In some cases you may find the cost of the meal cheaper, however we regret that it will not be possible to refund the difference. If you have paid a “half board” supplement, it may be possible at some establishments to ask for a credit from the table d’hôtel dinner to be used against a meal in an à la carte restaurant (within the same accommodation).
Special rules/considerations applicable to dining: All of our 4 star or more hotels require that long trousers are worn in the dining areas in the evening.
Special rules/considerations applicable to children: Some destinations, owing to their lack of special child or medical facilities, may not be suitable for very young children, but we would be happy to advise which accommodation or resorts we think are suited to your requirements. Should any child qualify for a “Free Child Place” (where applicable) they are normally required to share the same room as their parents.
Hotel-run kids’ clubs: We are unable to accept responsibility or give any guarantee for the standard of facilities or personnel in hotel-run kids’ clubs. Please note, such clubs often operate subject to minimum number and in summer months only. Some kids’ clubs may be chargeable and we do not guarantee that they are free of charge.
Advice regarding public holidays and religious/cultural customs: Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Ramadan, which is celebrated in many Muslim countries, may result in a reduction of facilities, entertainment and a restriction on alcohol. Also, please note that excursions to religious sites, churches and temples will often have strict dress code policies (e.g. Vatican City, Rome). Others are somewhat chaotic but great fun to be a part of. We suggest that you take this into consideration when selecting your departure date.
Other guests: There is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your resort and accommodation. Many establishments, especially in cities and major beach resorts, accommodate conventions and conferences. Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. The accommodation we feature is often shared with guests from many other countries with different cultures and customs and we have no control over the acceptance of bookings at the accommodation. We are therefore unable to accept responsibility for any limitation of facilities due to such groups or inconvenience that their activities may cause you.
Building and development works: Many accommodation establishments and resorts are continuing to develop, sometimes rapidly and intensively, often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at these establishments is necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
Factors which may affect information accuracy: We rigorously check the information we supply to ensure it is correct. However, please bear in mind that accommodation owners, restaurateurs, nightclub owners etc, may wish to maintain or improve their facilities, or even take a break themselves. Circumstances such as these, or weather conditions, time of year etc. may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.
Factors which can affect electricity and water supplies: In many of the less sophisticated destinations we feature the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Establishments do everything possible to maintain full services, however occasional power cuts and/or water restrictions may be experienced.
Factors which can affect accommodation standards (cleanliness, insects, etc.): In many establishments, especially beach resorts, insects in the rooms (e.g. cockroaches, mosquitoes, ants, etc.) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply as a fact of life in these destinations. Please also note that some hotels may also have open air dining facilities, which may attract wildlife such as birds, cats, dogs, etc. While we are sure that the staff at these hotels do their best to discourage animals from wandering into areas where food is served, we ask that you refrain from feeding such wildlife.
Jet2holidays service in resort: In most destinations (but only certain City Breaks destinations) our appointed local agents will be at the airport to meet you, show you to your transfer vehicle and will give you contact details should you need anything at all during your holiday. In our larger hotels (again excluding City Breaks) you will also be invited to a welcome meeting arranged by our appointed agents and they may also arrange a visit to your hotel during your stay. Please take a look at our Transfer Voucher for details on the services arranged in your chosen resort and whether there is an appointed agent in your resort.
Please note, however, that this is currently only applicable to our main holiday destinations and we ask that if you do have any problems in resort in relation to your holiday that you please contact Jet2holidays using the emergency number listed within your booking documentation.
Please note that all information relating to local restaurants, resort activities and other resort services is provided is for general guidance and information only. Jet2holidays strives to ensure that our resort guidance is up to date at all times, but errors may sometimes occur. Jet2holidays cannot accept any liability for errors which may occur or incorrect/ inaccurate data about resort services being present on the site or in any publication. You are advised to double check your travel plans and verify all data with other sources before booking your chosen resort service.
The resort services which we may highlight are provided by persons, firms, companies and other bodies which are wholly independent of Jet2holidays. Any contract you enter into is with the supplier of the services concerned. General resort services and activities that we may highlight do not form part of your contract with Jet2holidays, and we do not act as agent for the suppliers, nor do we have any involvement in your booking in the event that you choose to visit them. We make no promises, representations or warranties about any resort services featured on our website.
Resort health & safety
The health and safety of our customers is our number one priority. Half the fun of going abroad on holiday is to experience a different way of life. UK and Ireland standards are among the highest in the world and many other countries and resorts still have a long way to go to bring their transport, accommodation and services up to the standard we normally expect. We are working hard to raise the awareness of safety standards overseas to ensure that your holiday is as safe and trouble-free as possible;, however we need your help to achieve this so we ask that you take extra care while you are away. This section has been designed to help you be more aware whilst on holiday so please familiarise yourself and your family with the following precautions - some of them may seem obvious but it’s better to be safe than sorry!
Your holiday accommodation - never leave your key where someone can see your room number, don’t leave your window or patio doors open, especially if your room is on the ground floor or has a balcony; remember to lock your room door even when you’re inside the room.
Balcony - children should NEVER be left unsupervised on balconies; don’t climb or stand on balcony furniture; keep all furniture away from the balcony wall/railings.
Bathroom - take care in bathrooms as condensation and water spray can make surfaces slippery and a bath or floor mat may not be provided; don’t use mains electrical appliances near to water.
Cooking - never leave cookers unattended while in use; ensure all cooking appliances are switched off when you leave your apartment or go to bed; never place any shopping/items on the cooker.
Gas water heaters and appliances - always check that gas appliances are turned off when not in use; never use gas cookers as a form of room heating and always follow the operating instructions provided; indications of a faulty appliance include black marks and stains, lazy orange flames instead of crisp blue ones and excessive condensation in the room. If you have concerns speak to reception, or tell your representative or tour operator. Carbon monoxide detectors are extremely rare overseas; familiarise yourself with how the appliances works. If you’re unsure please ask for assistance.
IF YOU SMELL GAS:
- Extinguish all naked flames and don’t use matches or lighters.
- Don’t switch lights or any other electrical appliance on or off.
- If possible isolate the gas supply (i.e. turn off the supply using the tap on the bottle).
- Open all doors and windows.
- Inform reception, the agent, owner.
- Leave the building and allow time for the gas to disperse.
Never attempt to locate a gas leak yourself or tamper with the gas supply. If you spot any defects or hazards in your holiday property, ensure that you bring them to your representative’s attention.
Glass doors and windows - be aware that glass doors and windows aren’t always toughened glass; take extra care in bright sunlight as it may not be obvious whether the window/door is open or closed.
Lifts - children shouldn’t use any lifts unaccompanied; not all lifts have internal doors; when using this type stand well back from the exposed wall as there’s no protection from the lift shaft when the car moves.
On arrival at your accommodation - check all escape routes and locate the nearest fire exit to your room; walk the nearest escape route to your room; read the fire instruction notice displayed in your room; identify the method of raising the alarm; ensure that all smoking materials are safely extinguished and don’t smoke in bed.
If a fire occurs - evacuate the room immediately - don’t stop to collect personal belongings; close the door behind you; raise the alarm; go to an assembly point clear of the building; if you can’t leave your room, close all doors, put wet towels or clothes round the door seals and shout for help from the window or call reception.
If there’s a fire use the staircase not the lift!
Remember, every pool is different. Most hotels and apartments don’t employ life guards so please supervise any young members of your party; check where the deep and shallow ends are before use and follow the pool rules; ensure that children use the toilet BEFORE entering the pool and take regular toilet breaks throughout the day. In the event of a faecal accident in or around the pool please report it immediately; this will assist the hotel management in ensuring the highest levels of pool hygiene; shower before entering the pool; don’t swim (or allow children to swim) if suffering from an upset stomach; a period of 48 hours should be left before entering the pool following a period of stomach related illness; don’t change nappies at poolside; wash hands thoroughly after using the toilet and changing nappies; young children and babies must wear appropriate swim wear (e.g. rubber lined swimming trunks); swimming in nappies and nude is unacceptable; have fun, but avoid unruly behaviour and observe pool rules and information signs at all times; pool surrounds can be very slippery, don’t run around them; children must be supervised by an adult at all times; don’t swim immediately after a meal and never swim when you’ve been drinking alcohol; when jumping or diving into the pool, check the water depth first and never dive into water less than 1.5m deep; don’t jump or dive from any raised features or from poolside furniture; don’t use the pool after dark or when closed, even if it has underwater lights. In the event of an emergency, know how and where to get help.
Dozens of British holidaymakers die or are severely injured every year as a result of inappropriate behaviour on balconies, often after having a few drinks or taking drugs. Stay safe:
- Never sit or lean over the balcony rail.
- Do not try to pass items to someone on another balcony.
- Do not attempt to climb from one balcony to another.
- Never stand on balcony furniture.
- Never jump into the pool from your balcony.
Going out - at night avoid poorly lit areas; if possible never walk home alone; be aware of what’s going on around you and keep away from situations where you’re uncomfortable; if you’re out as part of a group, look out for one another; consider very carefully whether you should leave a pub, club or event with someone you’ve just met; if you’re not sure where you’re going ask your representative or hotel reception for directions.
Alcohol and drugs - alcohol can make you less alert and less in control so take it easy; never accept drinks from strangers or from anyone you don’t completely trust; try to keep your drink with you at all times; nominate someone to watch your drinks, especially if you’re leaving your friends to go to the toilet; don’t share or exchange drinks; be aware of how much you’ve had to drink and remember alcohol is dehydrating, so drink plenty of water; avoid using recreational drugs, as they’re likely to be illegal in your holiday destination.
Using a taxi or minicab - never accept a lift from an unlicensed taxi, a stranger or someone you don’t completely trust; try to share a taxi with a friend; if you’re calling a taxi from a public place, try not to let people overhear your name or details of where you’re staying; always sit in the back of the car and if you chat to the driver don’t give then any personal details.
If you feel threatened - stay calm and try to be firm and direct; remember that you always have the right to say NO at any point; never feel that you have to go further than you feel comfortable with; if you feel uncomfortable or in danger, don’t be afraid to draw attention to yourself; shout, make a fuss and make people aware that you feel threatened.
Money and personal belongings - where available, place all valuables in a safety deposit box; avoid carrying too much money or wearing excess jewellery when you’re out and about; keep all valuables close to you at all times. Ensure wallets and purses aren’t easily accessible; lock your room before going out. Your belongings are taken on holiday at your own risk, Jet2holidays cannot accept responsibility for the loss or theft of personal effects.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. Alternatively, you may be able to store your valuables at the reception. If there are no other alternatives, we advise that you should keep your money and valuables with you at all times. Please do not leave them in full view in your room. Please note, Jet2holidays are not responsible for any loss, theft or damage that occurs to your money or valuables during your time away.
Out and About
Follow the 4-point National Water Safety Code:
- Spot the dangers - Check out the beach when you arrive; take care when bathing and swimming; be aware of dangerous rip currents and strong tides; don’t swim near or dive from rocks, piers, breakwaters and coral.
- Take safety advice - Swim where there’s a lifeguard on patrol and take their advice; look out for information – warning flags and signs – and adhere to them at all times; never swim where a sign says not to. e.g. zoned areas for jet boats and jet skis.
- Don’t go alone - Never swim alone; make sure there are other people around. Children must be supervised by an adult at all times; never swim at night, after drinking alcohol or on a full stomach.
- Learn how to help - If you see someone in difficulty, tell somebody, preferably a lifeguard if there’s one near by; find out what to do in an emergency, i.e. call local coastguard or equivalent.
Care in the sun - build up the time you spend in the sun gradually and avoid sunbathing between 11am and 3pm; apply high factor sunscreen and reapply frequently; never expose babies under 6 months to the sun and always take extra care with children; remember, it’s possible to burn in the shade, when it’s cloudy and while swimming. At the first sign of burning get out of the sun immediately; always drink plenty of water.
Pedestrians - be vigilant at all times. Look both ways before crossing the road; be aware that in some countries traffic isn’t required to stop at pedestrian crossings.
Driving on holiday - check the vehicle is roadworthy and familiarise yourself with all controls before use as they may differ to cars in the UK and Ireland; check that the car hire insurance cover provides adequate cover for the driver and all passengers; always wear a seat belt. Familiarise yourself with the local traffic laws and pay particular attention at junctions and roundabouts; always carry emergency/breakdown telephone numbers; always carry a spare set of spectacles (required by law in Spain); NEVER drink and drive; stick to well travelled and/or well lit roads; we strongly advise that you don’t hire mopeds or motorbikes. Quad bikes and jet skis should only be used with appropriate safety equipment and under the supervision of the instructor.
Scuba diving - ensure that you allow at least 24 hours between your last dive and flying or travelling to altitude (over 1,000 feet).
Food and drink
Drink - drink bottled water and use it for brushing your teeth. Ensure that the seal on the bottle is intact; avoid ice in drinks
Food safety - wash your hands before eating and after going to the toilet. Make sure your food has been thoroughly cooked and is still hot when served. Make sure that any food that is re-heated is piping hot all the way through. Avoid any uncooked food (apart from fruits and vegetables, food that can be peeled or shelled).
Don’t place matches or lighters in your suitcase as these items may ignite by friction. Don’t place flammable liquids, gases or aerosols in your suitcase. Medication should always be carried in your hand baggage. Keep your passport safe while you’re away as it’s an important document of identification. Pay attention to all safety information given on board the flight. Drink plenty of water during the flight to avoid dehydration.
Remember – carrying dangerous goods aboard any aircraft is a criminal offence.
Before undertaking any activity while on holiday ensure that you’re adequately covered by the terms and conditions of your insurance policy. Jet2holidays 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 Essentials” page on our website or by visiting www.Jet2insurance.com.
Customer Services & Complaints
At Jet2holidays we take every step to ensure an excellent an customer experience. However should you feel the need to notify us about any aspect of your holiday which did not meet expectations, please contact us in writing at the following address:
Customer Service, Jet2holidays, PO Box 284, Leeds, LS11 1GE
Alternatively we can be contacted on email at customerservice@Jet2holidays.com. Complaints must be made within 28 days of your return. If a complaint is made outside of this time we cannot guarantee a comprehensive response as we may not be able to investigate the matter thoroughly.
To make a booking
Visit www.Jet2holidays.com or call +44 (0) 800 408 0778
Visit www.Jet2holidays.com or call +44 (0) 800 408 0778
Please see details in the voucher received when booking
Emergency Contact details whilst on holiday
Please see details in the voucher received when booking or call +44 (0) 113 387 9501
pretravelqueries@Jet2holidays.com or call +44 (0) 333 300 0737
European Emergency Number
Please note that, wherever you travel within the EU, there is ONE number that you can access to reach the emergency services and where you can be confident you will be able to reach an operator who speaks English – telephone number 112.
Last updated 11 August 2016