Please read these terms and conditions carefully. These conditions, along with ‘Essential Holiday Information’ and all other information on our website and in our brochures (depending on how you make your booking) set out the terms and conditions of the contract between you and Jet2holidays. Jet2holidays and Jet2CityBreaks are trading names of Jet2holidays Limited. Where included in our brochure these conditions are correct at the time of going to print, but please see our terms on our website for any subsequent changes which apply. When we talk about your holiday in these conditions, except where otherwise stated, we mean the accommodation, transport, cruise arrangments and other holiday services (excluding excursions and car hire) described by us that you book in the UK with us. Once your holiday has been confirmed we will accept responsibility for it in accordance with these conditions as an ‘Organiser’ under the Package Travel, Package Holidays and Package Tours Regulations 1992. Please note that we act as agent in relation to bookings for car hire and any resort/on-board booked excursions made through our local representatives and your contract for those services is directly with the supplier of the service.
1. Your holiday contract
When a booking is made with us the person who signs the booking form or completes the booking online or by telephone is confirming that they are over 18, have the authority to appoint the “lead name” on the booking (the person who makes the booking will be asked to choose a lead name for the booking) and accept these terms and conditions. The lead name must be 18 or over to make a booking with us and has to travel with us if all other customers on the booking are under 18. The lead name is responsible for payment of the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable. The lead name also agrees to provide accurate and full information to the remainder of the travelling party in relation to the booking, including any changes to the booking. The lead name also confirms that all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions and all other information on our websites or in our brochure (as applicable).
Where using our brochure you will be advised at the time of booking of the availability of the holiday that you wish to book. Special offers in the brochure and on the website are subject to availability and Jet2holidays reserve the right to withdraw them at any time. A contract will exist as soon as we issue our confirmation invoice by email or post to the address provided when the booking is made. This contract is made on the terms of these terms and conditions, which are governed by English Law and are subject to the exclusive jurisdiction of the English Courts.
2. Your protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the ATOL protected air package holidays booked with us and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number 9618) administered by the Civil Aviation Authority/a bond held by Jet2holidays . When you buy an ATOL protected air holiday package from us you will receive a Confirmation Invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our ATOL. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advanced booking.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
For further information visit the ATOL website at www.atol.org.uk. We will provide you with an ATOL Certificate which you are required to take on your holiday.
If you book arrangements other than an ATOL protected air package from us, your monies will not be financially protected. Please ask us for further details.
3. Your holiday price
a) We reserve the right to alter the prices of any of the holidays shown on our website or in our brochure, including the cost of supplements and upgrades. Prices on our website are a guide only. Prices in our holiday brochures are correct at time of going to print, but will vary depending on exact departure date and departing airport. You will be advised of the current price of the holiday that you wish to book (including the cost of any supplements and upgrades) before your contract is confirmed. The price of your holiday has been calculated using a predefined standard rate of exchange, Supplements and upgrades are priced per person per night and are subject to availability. In addition to your holiday price you may have to pay local city taxes, which will be payable by you locally in resort.
b) When you make your booking you must pay a deposit per person as set out below or as advised at the time of booking. Please note that the deposit is non-refundable once paid. The balance of the price of your travel arrangements must be paid at least 10 weeks before your departure date and will automatically be taken from the credit/debit card used to pay the deposit. You can go to ‘Manage My Booking’ on our website to part-pay your balance. It is important for you to understand that, if you cancel your holiday after making a booking with us, you will lose the deposit. The deposit is £60 per person, for adults and children. ‘Infants’, who are defined as children being under 2 years on the date of return, are not entitled to a flight seat. There is no deposit charged for Infants. If you make a booking within 10 weeks of your departure date, you must pay the full cost of the holiday at the time of booking. If you fail to pay by that time (or in the event that you or any person on your booking attempts to deceive us, makes a fraudulent payment, provides fraudulent information at any point in relation to a booking or if the lead name or a member of the booking party has been banned from travelling with Jet2holidays or Jet2.com) we reserve the right to, among other things, cancel your holiday without further notice and without refund. If you cancel your booking, the cancellation charges will be applied in accordance with the scale set out in clause 5 “If you cancel your holiday”. All monies you pay to the travel agent are held by them on our behalf at all times.
c) Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we reserve the right to increase the price of your holiday if there are increases in transportation costs or dues, taxes or fees payable for services (such as landing taxes or embarkation or disembarkation fees at ports or airports) or currency or exchange rates used to calculate the cost of your holiday, up to 30 days prior to your departure date and will send you an amendment invoice. However, we will absorb and not charge you increased costs of up to 2% of your holiday price (excluding insurance premiums and any amendment charges). You will only be charged for the cost increases over 2% of your holiday price, plus an administration charge of £1.00 per person and an amount to cover agents’ commission. If the increase is more than 10% of the price of your holiday, you may either (a) change to another holiday as this is a major change and dealt with in accordance with clause 9 below, or (b) cancel the holiday within 14 days of the amending invoice and receive a full refund of all monies paid, except for any amendment charges. If you fail to exercise either of these options within 14 days of the amending invoice you will be liable for the increased cost. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual protection in place. The price of your holiday is agreed when your booking is confirmed. In the event that your chosen holiday is later available on our website at a lower price than the price you agreed to pay, you are not entitled to a refund of the difference between those prices.
d) With effect from 23 December 2015, no credit card charges apply. With effect from 20 September 2016 no credit card charges apply on American Express. Please remember to advise us of any changes to your credit/debit card, alternatively go to the “Manage My Booking” section on our website to register a new card.
e) Once you have successfully booked your holiday, if the departure date is outside 10 weeks of the date of booking, we will send you the following documents to the address you registered with us when making your booking: a deposit confirmation; your travel insurance documents (if you have arranged your travel insurance through us); and a copy of our standard terms and conditions. At 10 weeks before departure we will take any outstanding balance payment and send a confirmation that the balance has been paid. At 4 weeks before departure, we will send you a final confirmation with your travel documents attached, consisting of your booking confirmation; your flight voucher; your accommodation voucher; your cruise voucher (where applicable) and your transfer or car hire voucher. We will also provide you with your ATOL Certificate. Please remember to print off all your vouchers as well as your booking confirmation and your ATOL Certificate.
f) Please note that our main airline, Jet2.com, is a ticketless airline and, therefore, all you need is the flight voucher attached to the confirmation email, since this is effectively your ticket. Jet2.com's Terms and Conditions will therefore form part of your contract with us, please see www.Jet2.com for details.
g) Please see clause 6 below for the pricing terms and conditions in relation to Free Child Places.
h) Where you are travelling with any sports equipment or mobility aids or require an adapted room, your holiday price may increase due to costs relating to additional transfer requirements for such equipment or a room upgrade to meet your requirements. Please contact our Pre-Travel Services team prior to booking to discuss your requirements.
i)From time to time we sell holidays which are restricted to a specified number of nights and/or departing only from specified airports or ports. For example, all bookings made for holidays to North America must include return flights originating from the UK and must be of a 3 or 4 night duration only.
4. If you change your booking
If you wish to change your travel arrangements after our confirmation invoice email has been issued, we will do our utmost to make these changes but it may not always be possible and changes are subject to availability at the time. We do not allow destination changes or all the names on any booking to change (at least one of the passengers (over 18) on the original booking must remain). Any request for changes to be made must be in writing from the lead name or your travel agent. Where we can make a change, we will charge for any additional services, facilities, or other items changed, at the price which applies on the day the change is made. We will also apply an amendment fee for each changed person and/or item on the booking, which we will advise you of at the time of any amendment. Current amendment fees can be found at frequently asked questions. Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made. If the number of people in your accommodation changes, you may have to pay extra (for example, single or under-occupancy supplements) and may lose any free or reduced infant, child or group places. Any change to your departure date, transport, accommodation, or length of holiday must apply to all members of your booking.
Certain travel arrangements (e.g. in-flight meals, non-refundable hotel rooms etc.) may not be changed after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. Subject to the foregoing rule that at least one of the passengers (over 18) on the original booking must remain, if you are prevented from travelling you may transfer your booking to another suitable person, provided that reasonable notice is given and subject to the payment of all applicable charges.
Please see clause 6 below for the change of holiday terms and conditions in relation to Free Child Places.
5. If you cancel your holiday
The lead name of your party may cancel your holiday at any time. Written notification from the lead name on the booking or your travel agent on your behalf must be received at our offices. Alternatively a cancellation by the lead name of your party can be made by telephone, by contacting our Pre-Travel Services Team on +44 (0) 333 300 0737 and providing the correct booking reference and security details. The charges shown below apply from the date we receive the written notice at our offices, the travel agent activates the cancellation, or you make a telephone cancellation. In order to cover our expected losses from the cancellation of the booking there is a set scale of charges which must be paid by you if you or anyone travelling with you cancels. Please also note the “Exception” described below which may apply in addition to the scale of charges below:
Period before departure within which notice of cancellation is received
70 days or more
14 days or less
% of total booking price retained by Jet2holidays
Loss of deposit
30% (if greater than deposit)
Please contact Pre-Travel Services for full details. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
In the event that you cancel your holiday you must still pay any insurance premiums and amendment charges which arose before the cancellation, any deposits paid for any pre-booked items or services and the APC Sum. Your holiday cost includes the APC sum which is the amount which we are required to pay to the Air Travel Trust Fund as part of the ATOL Protection Contribution.
Exception: Cancellation of or name or date changes to certain transport arrangements, typically scheduled airline tickets, can result in up to 100% cancellation charges regardless of the notice period given to us. If the supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of the transport element of your booking and you must also pay the amendment fee advised. Also note that the transport provider may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. The cost of the new ticket may be greater than the cost of the original ticket. Also, where you have booked a non-refundable room (typically on a City Break) as part of your holiday, 100% cancellation charges apply in respect of the room charges. Please see clause 7 below for the cancellation terms and conditions in relation to Free Child Places.
6. Free Child Places
(a) Availability - Free Child places are subject to availability and are only applicable on selected hotels / departure dates / departure points / room types and board basis. Free Child Places may be added or withdrawn at any time prior to booking and the latest availability will be shown prior to booking.
(b) Price and charges - Free Child places are still required to pay flight taxes and charges. The basic flight fare, one piece of check-in baggage, accommodation and coach transfers form the ‘FREE’ element of the price. Air Passenger Duty (APD), fuel surcharges, airport taxes and charges are still applicable and will be included in the price shown at time of booking. All other ancillary charges on the flight or during the holiday, such as legroom and in-flight meals, room upgrades, and optional meal arrangements, shall be chargeable.
(c) Other passengers required on booking - one Free Child place is available when there are at least 2 passengers paying the full adult price. There can only be one Free Child place per room on the booking. Multiple Free Child places can be booked as long as there are at least 2 passengers paying the full adult price per child place and each Free Child place is assigned into a different room and there is availability of free child places. Where a party consists of one adult and two children, one child will be charged the full adult price and the other child will receive the Free Child place.
(d) Child Age - The child age where a Free Child would be applicable is displayed on the hotel description page of the brochure and on our website. The child age on the date of return must not exceed the specified age to be applicable to a Free Child.
(e) Deposit - The full deposit must be paid for the Free Child place and the deposit will be deducted from the final holiday invoice. This will be displayed at time of booking.
(f) Cancellation - If you cancel your holiday there will be a £60 charge payable in respect of the child, in addition to any charges set out in clause 6 above.
(g) Changing your holiday - If you change your holiday then, in addition to the terms set out in clause 5 above, you will be obliged to pay the new price of the new holiday (less any deposit) and the amendment fees per person in place at that time if you change from:
(i) a holiday with Free Child availability to one without Free Child availability; or
(ii) a holiday with no Free Child availability to one with Free Child availability.
However, if you change from a holiday with no Free Child availability to a holiday with Free Child availability, this shall be treated as a cancellation, the terms set out in clause 6 above shall apply and you shall be obliged to pay the new holiday price, including a new deposit, together with a the relevant cancellation fees for the original booking. Your original deposit shall not be refunded.
(h) Where we change your holiday – no compensation is provided for Free Child places.
(i) Free Child places cannot be combined with any other promotions or offers, unless otherwise stated.
7. Your responsibility
We want all our customers to have an enjoyable holiday. But you must remember that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, believe (a) your actions could upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or damage property; (b) your actions could cause a delay or diversion to transportation; or (c) you are unfit to travel, we may end your holiday and terminate your contract. If that happens, you and your travelling party will be prevented from using your booked accommodation, transport and any other travel arrangements forming part of your booking and we will not be liable for any refund, compensation or any other costs you have to pay. Alternatively, at our discretion, you may be permitted to continue with your holiday but may have additional terms imposed upon you (e.g. a restriction from using a particular facility at the relevant hotel). We will hold you and the members of your travelling party jointly and individually liable for any damage to the accommodation, furniture or other materials located within the accommodation, together with any legal costs we incur in pursuing a claim. It is a condition of your contract with us that you take out adequate travel insurance suitable for your needs from the date of booking which should cover you if you have to cancel your arrangements, or for any emergencies that arise while you are away. Customers can purchase a policy from Jet2holidays on-line via the link on the “Travel Extras” page on our website or by visiting www.Jet2insurance.com. We do not check insurance policies for suitability, but reserve the right to request a copy. You are responsible for indemnifying us in full in the event that we incur any losses or expenses arising out of your failure to take out adequate insurance cover.
In accordance with Jet2.com’s Terms and Conditions, please be advised that you may not bring alcohol on board the aircraft for the purposes of consumption during the flight. Only alcoholic drinks purchased on board may be consumed during the flight. Jet2.com reserves the right to serve alcoholic drinks to customers at its absolute discretion. Please also be advised that you may not bring empty bottles on board the aircraft.
8. If we change your holiday
It is unlikely that we will have to make any changes to your travel or accommodation arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. We will contact you by email and/or phone to discuss. Please check your email account regularly for emails from us.
Minor changes: Sometimes facilities described in our brochure/website may be withdrawn for reasons beyond our control. Where possible, we will tell you about the withdrawal of any facility as soon as possible. Minor changes also include alteration of your outward/return flights by less than 12 hours, an additional airport stop en route to your final destination, changes to aircraft type, change of accommodation to another of the same standard, change of embarkation/disembarkation point to another in the same city or region. No compensation is payable for minor changes to your holiday.
Major changes: Examples of a major change are: change of your UK departure airport; complete change of destination/resort; a change of more than 12 hours to the time you leave the UK or your destination; if we downgrade your accommodation by one full star rating. If we have to make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. We will pay compensation as detailed in clause 9 below for all major changes except where the major change is due to an “event beyond our control”.
Notification of flight changes: 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.
The time of flight departures and the duration of flights are not guaranteed due to operational, commercial, safety or security reasons or because of unusual or unforeseen and/or extraordinary circumstances which could not reasonably have been avoided by us. If any change to your flight(s) is known more than 48 hours in advance, our Operations Team 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 send notification to the advised postal address. 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.
Cruise arrangements: By their nature, cruises often depend for their maximum enjoyment upon the ship reacting to the prevailing conditions throughout the duration of the cruise. For this reason a flexible approach is required for such voyages. We reserve the right to change the ship or make adjustments to the advertised itinerary to take into account passenger safety, comfort and enjoyment, technical and mechanical difficulties and also weather conditions including ice, sea and river conditions.
The Master of any ship must at all times have paramount concern for the safety of his ship and for the safety and comfort of his passengers and crew, and for this reason he has an overriding discretion at all times to act as he sees fit. This may include a decision to change course and, if necessary, to alter the cruise itinerary. The Master may also withdraw some of the ship’s services or facilities, including the closure of the outer decks and the deployment of deadlight window covers, if he determines that this is in the interest of passenger or ship safety. Subject to these terms and conditions, we shall not be liable for any consequence arising from the sea or rivers, technical and/or mechanical problems arising on the ship, ice and/or weather conditions experienced during your holiday. The Master of the ship has the right to stop at any additional port(s), omit or substitute any port(s) or deviate from the advertised itinerary in any way he sees fit. Further, we cannot be responsible for any failure to meet the advertised arrival or departure times for any port(s) of call.
Sea and river transit can often be subject to delay by reason of operational circumstances or prevailing local conditions or other circumstances entirely outside our control or that of the Master of the ship, and in no circumstances can we be held responsible for such delay or for any consequences.
Please note that the performance quality and reliability of a ship’s satellite and telecommunications services will usually be less than that of equivalent land-based services. Also the availability and/or quality of performance of such services may vary according to weather conditions and the ship’s geographic location. In the event that the performance quality of such services is reduced or that such services are unavailable for any reason, this will not be considered a major change to your holiday and no compensation will be payable to you.
“Event beyond our control” means unusual or unforeseeable circumstances beyond our control or an event which we or our suppliers, even with all due care, could not foresee or forestall. These can include, for example, war, threat of war, piracy, riot, industrial dispute, the act of any government or other national or local authority including airport, port and river authorities, lock closure, closure of airports or ports, actual or threatened terrorist activity and its consequences, natural or nuclear disaster, volcanic eruption or ash cloud, fire, bad weather (actual or threatened), epidemic or other contagious disease, change to Foreign Office advice to advise against travel to destination, significant building work ongoing outside of your accommodation (such as resort development) or failure in internet connections.
If, after your departure, a significant part of your pre-booked holiday cannot be provided, you will be offered a suitable alternative if possible. If appropriate, we will also pay you compensation in accordance with the table under clause 9 below, unless the reason for the change is due to events beyond our control. If it is not possible to offer you a suitable alternative or, for good reasons, you do not accept the alternative arrangements, you will have the right to cancel your booking. In this event, you will have the right to be returned by the same means of transport to your original departure point at no extra cost provided that transport is available. This does not impose an obligation on us to make specific transport arrangements for you if none are available.
9. If we cancel your holiday
We aim to provide your holiday as booked but reserve the right to cancel your travel arrangements, if for example, the minimum number of customers required for a particular travel arrangement is not reached. However, we will not cancel your travel arrangements less than 2 weeks before your departure date, except for events beyond our control or in the event that we reasonably believe that there has been a fraudulent payment or a booking has been made for fraudulent or illegitiment purposes or if the lead name or a member of the booking party has been banned from travelling with Jet2holidays or Jet2.com. Save in these circumstances, if we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of an alternative holiday of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If we cancel your holiday other than for the reasons set out above, we will pay you compensation as set out in clause 10 below.
10. Compensation for cancellation or major change
Period of notice we give you or your travel agent before departure
70 days or more
7 days or less
Compensation for each full fare paying customer
Compensation payments relating to a child place for which you have paid a child price are half the amounts shown (up to half the child price paid). There are no compensation payments payable to those travelling on 'Free Child places', or other free places.
11. Our liability to you
We will accept responsibility for your holiday as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to the other provisions of this clause 11, we accept responsibility for ensuring that your travel arrangements, which you book with us, are supplied as described by us. If, after departure, any part of your travel arrangements are not provided as promised, due to the fault of our employees, agents or suppliers, we will pay you appropriate compensation, if this has affected the enjoyment of your travel arrangements. The level of such compensation will take into account all relevant factors including the invoice price of the holiday, any steps it was reasonable for the client to take to minimise the inconvenience/damage suffered and the extent to which the deficiency or improper performance can have affected your enjoyment of the package.
Please note that we will not be liable for any injury, illness, or death or consequent losses suffered by you or any member of your party, unless you are able to prove that such injury or illness was caused by lack of reasonable care and skill on the part of ourselves or our suppliers in the performance of our obligations under our contract with you. It is a condition of the payment of compensation that you notify us of any complaint or claim strictly in accordance with clause 10 and, further, assign to us any rights that you may have against any third party in connection with your claim. You must co-operate with us and our insurers in this regard. If you suffer a personal injury, death or serious difficulties as the result of an activity which does not form part of the package you booked with us - including, for example any additional services or facilities provided to you by a hotel or any other supplier which was not included as part of the original contract between us – we will not be liable to pay you any compensation but will offer you such advice and guidance as is reasonable in all the circumstances provided we are advised of the incident promptly. We will not be responsible where you do not enjoy the holiday or suffer any other problems because of a reason which you did not make us aware of when the holiday was booked. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of twice the cost of your travel arrangements. In all claims of whatever nature we will not be liable where the alleged loss or damage results from any of the following:
i. the fault of the person affected or any members of their party; or
ii the fault of a third party not connected with the provision of your holiday which we could not have predicted or avoided; or
iii. an event or circumstances which we or the supplier of the service in question could not have predicted or avoided even after taking all reasonable care
The promises we give to you regarding the services we have agreed to provide or arrange as part of the contract, together with the laws and regulations of the country in which your claim or complaint occurred, shall be used as the basis for ascertaining whether or not the services in question have been properly provided. If the services in question which caused the claim or complaint complied with the local laws and regulations applicable to those services at that time, the services shall be treated as having been properly provided. Such shall be the case even if the services did not comply with the laws and regulations of the UK which would have applied if those services had been provided in the UK.
Jet2holidays does not accept any liability whatsoever for resort services or products highlighted on our website or in our brochures, or any losses of whatever nature suffered by you as a result of using the information featured. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment. We strongly recommend that you store all money and valuables in a secure place during your holiday. Please note, your belongings are taken on holiday at your own risk and neither Jet2holidays or the hotelier or cruise operator are responsible for any loss, theft or damage that occurs to your money, valuables or other personal effects during your time away.
Important notice in respect of limits on liability.
Our liability will also be limited in accordance with and/or in an identical manner to:
a) The contractual terms of the companies that provide the transportation for your travel arrangements. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract; and
b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to baggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
In particular for cruise arrangements, carriage by sea is governed by the Athens Convention 1974 (whether as later amended or otherwise) and any liability which we may have to you arising out of such carriage will be determined on this basis as if we were the actual or contracting sea carrier. Please note that in most cases, the Athens Convention limits liability for death and personal injury and for loss of and damage to luggage, and makes special provision for valuables. It presumes that luggage has been delivered to you undamaged unless you inform us in writing: i) in the case of apparent damage, before or at the time of disembarkation from the ship or the time when the luggage is redelivered to you; ii) in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation from the ship or of redelivery or from the time when the luggage should have been redelivered to you.
You can ask for copies of the transport companies' contractual terms, or the international conventions, from our Customer Services Team at Jet2holidays, PO BOX 284, Leeds, LS11 1GE. Under EU law (EC Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these terms and conditions. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount.
12. If you have a complaint
If you have a problem during your holiday, including any illness or injury, you must inform the relevant supplier (e.g. your hotelier or cruise director) and our local agent (if there is one) or our Customer Operations team using the Emergency Customer Helpline (0044 113 387 9501) immediately and they will endeavour to put things right. You must also complete a Customer Report Form (if there is one) whilst in resort.
If your complaint is not resolved locally, you must follow this up within 28 days of your return home by writing to either (a) our Customer Service team at: Customer Service, Jet2holidays, PO Box 284, Leeds, LS11 1GE; or (b) your travel agent giving your booking reference and all other relevant information.
If you fall ill while on holiday or suffer from an accident, you must also consult a local doctor and make arrangements to visit your GP on your return. In the event that we or one of our suppliers arrange for medical assistance on your behalf, you will authorise us to obtain a medical report from the doctor who attended to you. Should you wish to make a claim against us as a result of an injury or illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors. You, any member of your party, or any person acting for you must not make false or exaggerated claims. If you, any member of your party, or anyone acting for you makes a claim knowing any part of it to be false or exaggerated, details will be passed to the relevant authorities and we shall seek to recover any payments made to you in connection with the associated claim (together with costs incurred by us). All claims (together with all supporting evidence including (but not limited to) medical records, photos of your holiday, details of all meals and drinks and receipts from excursions) must be submitted promptly after your return to email@example.com quoting your name and booking reference in the subject matter.
If you fail to follow these simple procedures we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under your contract with us and ultimately our facility to deal with the matter.
We are a Member of ABTA, membership number Y1256. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
14. Passport, visa and immigration requirements and foreign office advice
Your specific passport, visa and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, immigration requirements or you fail to comply with all applicable health requirements. Please refer to the Essential Holiday Information for more information.
Bookings prior to travel: You may book Excursions prior to travel directly with Jet2holidays. In the event that you choose to add an excursion or other attraction/tour onto your booking prior to travel via our website, we will be acting as agent on behalf of the excursion provider. Our responsibility to you is to make the booking with the relevant supplier in accordance with your instructions. We are not responsible or liable for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. They do not form part of your holiday and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992 unless we specifically include the excursion within your package at the time of booking, at an inclusive price. Where the pricing for the excursion is detailed as a separate price or in addition to your inclusive price, it will not form part of your holiday.
Bookings in resort: Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible or liable for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. They do not form part of your holiday and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992 under any circumstances.
16. Special requirements
It is important, if you have any special requirements, such as wheelchair access, that you inform us at the time of booking so that we can make appropriate enquiries about the suitability of particular accommodation, resorts, transport and services. Where following your booking we establish that the resort, cruise or accommodation is not appropriate we will inform you and give you the opportunity to change your holiday. Where applicable, an appropriate medical form will be sent to you for this purpose and once returned will be passed onto your airline and/or cruise operator and/or accommodation supplier and/or ground transfer service provider. If we reasonably feel unable to properly accommodate the particular needs of the person concerned we reserve the right to decline or cancel the booking.
We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you. In the event that an airline and/or a ship refuses passage to you (or to any member of your party) on the grounds of ill health or on the grounds of any other perceived problem with your physical or mental condition, we will not be liable for any and all consequences that arise from this. For customers who require support or advice prior to booking, please contact us on +44 (0) 333 300 0737 or amendmybooking@Jet2holidays.com.
17. Special requests
If you have a special request for anything that is not automatically part of your holiday, please check when you book your holiday and we will pass this information on to the suppliers we work with. We cannot guarantee any request will be met and will not pay compensation for failing to meet a special request.
Jet2.com's Terms and Conditions will apply to you in respect of your flights and, as a result, form part of your contract with us. To see Jet2.com's Terms and Conditions, go to www.Jet2.com and click “Terms and Conditions” at the foot of the home page. We may use other airlines from time to time and in each case their own conditions of carriage will apply to you in respect of your flights, which may contain additional limitations to liability. Please ensure that you read these carefully.
Jet2.com's Terms and Conditions include, but are not limited to rules and limits on liability for personal injury or death, rules and limits on liability for checked and unchecked baggage and the availability of an excess valuation charge, restrictions on claims (including time limits for filing a claim and bringing an action against the airline, rights of the airline to change terms of the contract of carriage, rules on reconfirmation of reservations, check-in and boarding times, the right to refuse carriage, rules and restrictions applying to provision and operation of the Resort Flight Check-In Service, limits on liability for delay or failure to perform a service (including schedule changes, substitution of alternate airlines or aircraft and re-routing), and your rights under the EC regulations and the Montreal Convention 1999.
At selected hotel destinations a Resort Flight Check-in Service (“Service”) is offered, which will, subject to these terms, enable you on the last day of your holiday to check your baggage in and collect your boarding passes at a baggage check-in point at your hotel. We will then securely transport your checked-in baggage to the baggage reclaim area of your return airport. Exclusions: Service available only to Jet2holidays customers at selected participating hotels. Baggage allowance restrictions apply. The Service is not available for hand luggage. Service availability periods will apply. Full service details and requirements will be available at participating hotels. We reserve the right in our discretion to suspend or withdraw the Service in whole or part and/or to change its scope or availability, in each case without notice and for any commercial, operational, security, regulatory or other reason. The Service is provided on a complimentary basis and does not form part of the cost of your holiday. Non-availability of the Service for any reason will result in no cash equivalent or entitlement by any person to any benefit, monetary or otherwise.
19. Call recording
We pride ourselves on the quality and friendly professionalism of our staff. In our search to continually try and improve our level of service, prevent and detect fraud and for ongoing training, we may sometimes record and monitor phone calls (mainly in the case of telephone bookings).
20. Personal data
You recognise and consent that your personal data (including sensitive personal data) has been provided to us for the purposes of: making a reservation; recording and issuing a ticket/itinerary and confirmation invoice and ancillary documentation associated with your holiday; advising you of changes to your itinerary; responding to your queries or requests; issuing receipts; providing you with your holiday; providing you with ancillary services related to your holiday; administration of accounting, billing and auditing procedures and other administrative purposes; meeting security requirements; prevention and detection of crime; handling customer relations issues; analysis of statistics; assisting us in future transactions with you; systems testing; market analysis; tailoring our marketing to your specific holiday needs; benchmarking and performance measures; IT maintenance or development training; meeting legal obligations to you; making data available to government agencies in connection with your holiday (for example, security, customs or immigration where we are required by applicable law to do so); making data available to third parties that we deem necessary in the event of an emergency; and other purposes associated with or incidental to your holiday.
For all these purposes, you authorise us to retain and use such data and to transmit to and/or to share it with our own offices; our principals or agents; our other companies and/or brands; anyone to whom we transfer our rights and duties; third party companies offering related services; governments and government agencies; credit card and other payment card companies; and airlines or providers of such related services, or other third parties that we deem necessary. We may also retain your personal data for direct marketing, but we will obtain your authority to do this first.
“Jet2holidays” “we, “us, “our” means Jet2holidays Limited;
You”, “your” “lead name” means you for yourself and on behalf of each and every member of your booked party (including anyone who is added or substituted at a later date).
Jet2holidays Limited is a company registered in England under No 4472486, registered office address Low Fare Finder House, Leeds Bradford International Airport, Leeds LS19 7TU, VAT No. GB 911 4683 35.
Jet2holidays and Jet2CityBreaks are trading names of Jet2holidays Limited.
These conditions were last updated on 15 November 2016.