Published 21 October 2026 | Updated 21 October 2026 by Kate Acaster
How do Jet2 complaints work? Write to Jet2 within 28 days of getting home, using its online form. Jet2holidays says it may be unable to investigate later complaints, and we found no matching deadline for flights, so treat 28 days as the safe limit. Unlike easyJet or Ryanair, Jet2 isn’t in a UK airline dispute resolution scheme. After Jet2’s own process, a package complaint can go to ABTA and a flight-only complaint to the CAA, which can give an opinion but can’t impose a solution.
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How to complain to Jet2 directly
Jet2 wants complaints written down. Its customer services team has no phone line for them, because it says it needs a written version to pass to the relevant departments. If you’d like to talk, email first and ask for a call back. For baggage, complete a Property Irregularity Report before you leave the airport.
| Channel | What Jet2 says | Best for |
|---|---|---|
| Online complaint form | Aims to get back to you within 48 hours and gives you a reference like Jet2/123456 | A formal complaint about a flight or a package |
Jet2 has no customer services phone number for complaints, but will call you back if you ask by email | Asking for a conversation about your complaint | |
| Delay and cancellation claim form | Covers arrival delays of over three hours, cancellations and denied boarding; aims to contact you within 28 days | Compensation and expenses after a disrupted flight |
| Baggage email, by UK airport | Complete a Property Irregularity Report before you leave the airport, then email the address for the airport you flew from | Delayed or lost bags |
| Post | Customer Services Team, PO Box 284, Leeds LS11 1GE, the address Jet2 gives for faulty onboard purchases | Returning a faulty item bought on a flight |
Jet2 asks you to be specific and concise, and to say what resolution you’d accept. Keep a copy of everything you send. Jet2 will only discuss a booking with the lead passenger, so if you’re complaining for someone else, include their written permission.
On the day of travel, speak to Jet2 staff. Once you’re home, put it in writing.
How long does Jet2 take to reply?
Jet2holidays says it aims to respond within 21 days and that the process can take up to 28 days from your complaint, longer in peak periods such as summer. We couldn’t find a separate flight-only timetable on Jet2.com, so we can’t confirm the same limits apply to flights.
- If you’re unhappy with the answer, reply by email or letter. Jet2holidays says your adviser reviews the file and answers within 14 days.
- If you’re still unhappy, it goes to a more senior colleague, who reviews all previous exchanges and replies within seven days. Jet2holidays warns its position is unlikely to change by then.
- After that, Jet2holidays writes to say you’ve exhausted its process and sets out next steps. For packages, that includes ABTA, because Jet2holidays is a member.
Jet2holidays says it looks at the parts of the trip that were affected, so a full holiday refund is very unlikely.
Why Jet2 is different from easyJet and Ryanair
easyJet and Ryanair belong to AviationADR, a free scheme whose decisions the airline must follow if you accept them. We checked the CAA’s list of approved airline schemes in October 2026 and Jet2 isn’t on it, under either AviationADR or CEDR. ABTA says airlines aren’t members, so a flight-only booking sits outside its scheme. Jet2holidays is a member, which is why packages and flight-only bookings go different ways. The CAA explains the schemes in its guide to airline dispute resolution.
Which route you take depends on the booking, so check that first.
Booked a Jet2holidays package? Use ABTA
Once Jet2holidays says you’ve used up its complaints process, you can take a package complaint to ABTA’s dispute resolution service. Stage 1 is free and can take up to 50 calendar days. ABTA doesn’t award compensation or make a decision at this stage. It’s designed to bring you and the company together. If that fails, Stage 2 is arbitration run by an independent body. Starting either stage doesn’t stop you going to court.
- ABTA can’t help if your dispute is older than 18 months from your return date.
- It can’t help while a chargeback with your bank or card company is still active.
- It only covers ABTA members, so a flight-only booking is outside it. See what ABTA can and can’t help with.
Booked flights only? Use the CAA, or court
With no approved UK scheme, the CAA’s Passenger Advice and Complaints Team (PACT) is the main route. You can go to PACT if you’ve complained to the airline in writing and either aren’t happy with the answer or haven’t had one in eight weeks. It handles only three types of case:
- Delayed or cancelled flights, downgrades and denied boarding (UK261).
- Help for disabled and reduced-mobility passengers (UK1107).
- Lost, delayed or damaged baggage, under the Montreal Convention.
PACT gives its view on whether you have a valid complaint and takes it up with the airline. It can’t impose a solution, and you can’t appeal against its opinion. If you disagree, your option is legal action against the airline. PACT won’t take a case if less than a year remains to start legal action. Its guide is on the CAA’s How the CAA can help page.
- Complain to Jet2 in writing and keep a copy.
- Wait for a reply. If it’s not satisfactory, or eight weeks pass with no answer, go to PACT.
- Send PACT the online form, your letters and emails to and from Jet2, your flight details and receipts.
- PACT quotes about a week for its first assessment once it has everything, about four weeks for the airline to respond (up to six if PACT challenges it) and five weeks for its final assessment.
- If you still disagree, consider legal action against Jet2.
PACT can’t act without your paperwork. It won’t progress a case until it has the lot.
Flying from Spain? There’s a binding route
For delay, cancellation and denied-boarding claims on flights leaving Spain, Jet2’s own claims page names Spain’s aviation safety agency, AESA, as an approved dispute body. Claim to Jet2 first. Jet2 says it must answer within one month. If you disagree, you have a year from your claim to appeal to AESA, and its decision is binding on the airline. It doesn’t cover baggage claims.
“Jet2 doesn’t work like easyJet or Ryanair. Unless you flew out of Spain, there’s no approved UK scheme behind a flight complaint, so your first message has to count. Say what went wrong, what it cost you and what you want, and attach the receipts. It’s dull admin, but it’s your evidence if this goes further.”
Kate Acaster, Chief Editor, Flight Tribe
How to give your Jet2 complaint the best chance
- Write within 28 days of getting home, even if you spoke to staff on the day. That’s Jet2holidays’ deadline, so treat it as the safe limit for flights.
- Keep it specific and short, and say what resolution you’d accept.
- Attach evidence: booking reference, receipts and photos.
- Note your complaint reference, which looks like Jet2/123456.
- Keep dated copies of every message, sent and received.
More on flying with Jet2
Our guide to flying with Jet2 covers booking, boarding and luggage. These pages cover common causes of complaints.
- Cancelling is a different process: see Jet2’s cancellation policy.
- For the amounts at stake after a long delay, see delay and cancellation compensation.
- Bag disputes often start at the airport, so check the Jet2 checked baggage allowance before you fly.
- See how the free scheme works at a rival: how easyJet complaints work and how Ryanair complaints work.
- Comparing airlines before you book? See Jet2 vs easyJet vs Ryanair.
How Do Jet2 Complaints Work? FAQs
How do I make a complaint to Jet2?
Use Jet2’s online complaint form within 28 days of getting home. That deadline comes from Jet2holidays, but it’s the safe one to work to for flights too. Say what went wrong and what you want, and keep the complaint reference Jet2 gives you.
Is there a phone number for Jet2 complaints?
No. Jet2 says it needs a written account of your complaint. If you want to talk, email and ask for a call back.
How long does Jet2 take to respond to a complaint?
Jet2holidays aims to respond within 21 days and says the process can take up to 28 days. It can take longer in peak periods such as summer.
Is Jet2 part of an ADR scheme?
Not in the UK. Jet2 isn’t on the CAA’s list of approved airline schemes, though flights leaving Spain can go to AESA. Jet2holidays is a member of ABTA, so package complaints can go to ABTA’s dispute resolution service.
Can I complain to the CAA about Jet2?
Yes, once you’ve complained to Jet2 in writing, for flight-only problems covered by UK261, disabled-passenger assistance or baggage. You can go to the CAA’s PACT if you aren’t happy with the answer or have waited eight weeks. PACT can’t force Jet2 to pay.
What if my Jet2 complaint is about a holiday, not a flight?
Complain to Jet2holidays within 28 days of getting home. If you’re still unhappy after its reviews, ABTA’s dispute service is free at Stage 1. A full holiday refund is very unlikely, Jet2holidays says.
Kate Acaster is Chief Editor at Flight Tribe. She writes about practical travel planning, budget airlines, baggage rules, city breaks, beach holidays and good hotels that do not cost daft money.
Kate has travelled through Europe, South America and beyond, usually with a notebook, a half-formed plan and a strong opinion on airport snacks. At Flight Tribe, her work focuses on helping UK travellers understand what is included, what costs extra, and whether a trip is worth booking at the price shown.
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