Jet2.com & Jet2holidays 

Long process and poor communication.
Look closely at policy excess - much dearer than other insurers.

If I could give 0 stars I would!!!

Title: Shockingly Poor Handling of Damaged Baggage Claim – Still No Proper Resolution

I am extremely dissatisfied with Jet2’s handling of my damaged baggage claim. My suitcase was returned to me at Stansted on 14 November 2025 with severe damage — a broken wheel, cracked shell, and completely unusable. I submitted the Property Irregularity Report immediately, along with clear photographic evidence.

Despite this, Jet2 has only offered a non-equivalent replacement that does not match the original item in colour, style, or specification. My suitcase was a pink Manoukian Valise (large) and part of a matching set. Their offered options are completely unsuitable, yet they continue to insist this is acceptable.

Jet2 is fully aware of its obligations under the Montreal Convention, yet after multiple follow-ups, they have still failed to provide a proper like-for-like resolution or reimbursement. The delay has now become unreasonable and shows a lack of accountability and customer care.

I am now having to escalate this matter formally due to Jet2’s unwillingness to resolve a straightforward claim. This level of service is unacceptable, and I would strongly caution customers to be prepared for significant difficulties if their baggage is damaged.

Avoid Jet2 at all costs.
This was an extremely disappointing and distressing holiday in Patheon View Hotel, Kos, Greece. The accommodation was advertised as 3-star, but it wasn’t even close — it wouldn’t qualify as 1 star. The location was completely misrepresented, the rooms looked nothing like the photos, and it was obvious they’d used AI-generated images to advertise the property.

The resort rep was absolutely useless. When I raised my concerns, they told me that if I wanted the holiday Jet2 advertised, I should have booked a “deluxe” room — something I didn’t even know existed, especially since I booked a simple break for myself and my daughter. Instead of helping, they dismissed everything I said.

The experience was horrendous from start to finish. We couldn’t leave the hotel due to its isolated location. We were forced to pay premium prices for food and drinks because we couldn’t even reach a shop. Jet2 claimed the accommodation was only unsuitable for people with mobility issues, but that is absolutely untrue — neither myself nor my daughter have mobility issues, and yet the accommodation was nothing like described.

I complained repeatedly and even begged Jet2 for a refund so I could leave and make my own arrangements. They told me days later that there was “no alternative accommodation” available anywhere on the island. They ignored my pleas throughout the trip. They also failed to respond to my complaint within the required 28 days — it took them over 40 days to reply.

I’ve involved ABTA, but it’s clear Jet2 simply do not care. Once they’ve taken your money, your experience and wellbeing mean nothing to them.

As a loyal customer of Jet2 and subscribed to their app for very regular updates. I booked my flight as soon as they were released, this was based on the messages informing me to book now for a 20% discount. Unfortunately having booked and saved “20%” I was disappointed to see the flights had been reduced 4 weeks later.

This review pertains to Holiday booking 18542179/S25H and complaint case reference Jet2/1143759. We pre-booked a private transfer for both legs of the journey and had issues on both the airport to hotel transfer and the hotel to airport transfer. In both instances, the transfer vehicle was not big enough for our travelling party which Jet 2 was very aware of based on our booking and also confirmed when we checked in online prior to travel. The impact of this was that on arrival we ended up having to wait for a long time while the assigned driver tried to find a bigger vehicle and he ended up using what appeared to be his friend who was speeding and behaving unprofessionally when we asked him to slow down. It was an unpleasant transfer experience. On the day of our return we contacted Jet2 and asked them to confirm that the return private transfer was the appropriate size for our party and Gabby from Jet2 reassured us, however, we were again issued a transfer vehicle that was way too small for our travelling party. We ended up having to book an Uber as we were worried about missing our flight. It was extremely stressful. Moreover, the private transfer company said Jet2 had not advised them that we needed a bigger vehicle (even though I had phoned Jet2 earlier that day and spoken to Gabby). Last year we also had similar private transfer issues with Jet2 ( please see Trust Pilot review submitted on 5th June 2024 pertaining to Jet2 Booking reference 14855428/S24H private transfer complaint). Clearly nothing has changed. This is unacceptable. Since raising a complaint with Jet2 (Case reference: Jet2/1143759) on 19/09/2025 and sending all the evidence, I am still waiting for Jet2 to get back to me. In all this time, no one has even bothered to call me. I even followed up via email on 25/09/2025 when I submitted further evidence. This is awful customer service.
They have not stopped sending me an incessant barrage of marketing emails, however🙈. What’s happened to Jet2?

A victim of the Birmingham airport closure 6/8 and cancelled flight due to unforeseen circumstances. No EU comp but jet2 have had claim for our out of pocket expenses since then with no resolution- just 3 email requests for invoices- all sent twice now. Worse still- I have called to try to expedite the matter and that dept does not take incoming calls- what??!! This after I received a call and tried to call back- cut off. Totally ridiculous. Very disappointed after being a long standing customer and 3 holidays booked for 2026. Come on Jet2. Not good enough at all. Jet2 are great when everything is ok but unimpressed when it doesn’t. Just no interest from their so-called Customer Service. Totally inaccessible. It’s not my fault that this incident happened either and the messages from jet2 at the time were fast and furious and utterly confusing and contradictory- adding to our anxiety as we were booked on a holiday- not flight only .

I was shocked and utterly disappointed to learn that the indoor pool and spa at the pestaña casino hotel is closed for maintenance. I have paid £2500 for a premium one week holiday for two and told at the last minute that key features that enticed me to book this holiday are unavailable. I have been offered no compensation for this disappointment and inconvenience and have been refused a refund. I will never book with Jet2 again.

Ripped me off charged me £120 extra for holidays package

Luggage damaged on return flight from Portugal in July. It was reported at airport and I was told I would be contacted by customer services in next few days. When I hadn’t heard anything after two weeks I contacted jet2 and was told to send photographs and receipts BY POST I sent these 4th august and have still not had any response. ABYSMAL CUSTOMER Service

First time with Jet2Holidays Holiday Packages you can trust. Last time with Jet2Holidays.

We had a holiday package we could not trust. Extortionate waste of money. Did not recieve the package I paid for. Not only would hell need to freeze over but Santa would have to dish out presents to all bad demons on the naughty list. We were meant to have the entire holiday at aqua land but didn’t as we were denied entry.

Jet2 must of forgot to mention the construction of the (M2 ) ,main road from Tivat to Budva, putting an extra 2 hrs on our journeys, also any trip you fancy the same applies , kids bored you need to venture out, go steady guys. :(

Booked a 'full sea view room' (front of building) at the AX Odycy in Malta. On arrival allocated a room at side of building that had a view of building with a partial sea view. Told staff not happy, tried to phone J2 UK helpline, eventually got through on third attempt. The resort rep was useless, sided with the hotel. Eventually hotel miraculously found a room that did actually have a 'full sea view'. On return to UK contacted H2, exchanged several emails, they maintained we had got the correct room type on arrival until I produced irrefutable evidence that we had not. We had other problems with the hotel, I won't go into. J2 offered a derisory £100 refund, which I have declined. Now referring matter to ABTA ATOL.

My luggage was absolutely destroyed on the Edinburgh aiport (was dragged under the wheel of the transporting vehicle from the plain to the terminal) Jet2 refused any compensation and AXA insurance (Jet2 partner) declined my claim without contacting at all and explanation. When I phoned them they demanded invoices for all belongins in the luggage!!! If you can't provide the invoices they won't pay anything!

I booked assistance for our recent holiday. We were a party of four with two people needing assistance for two different reasons, so we needed two seperate plans. This was all planned in good time with a really understanding staff member by telephone. They contacted us a few weeks after we made the booking. We have used assistance before with no major issues. This time was a joke. The staff totally ignored the seperate plans and treat us as one party as we had booked as one party. This caused excessive anxiety, upset and discomfort to us all. We were actively ignored, bullied, even shouted at and then abandoned throughout our outbound and return journeys. Having a disability is hard enough without having to tolerate a second class assistance service designed to make life easier for Jet2 staff rather than the passengers it is supposed to support. If there was a minus or zero score I would have chosen that. It galls me to even give 1 star as it was not even a 1 star service.

Woeful description of villa location. Villa located on unpaved road requiring shortcut over rough goat field track into town and uphill trek carrying groceries on return as taxis refused to drive on unpaved road and did not recognise our location when trying to book them as our street was not on Main Street system as they all derided to use it so as not to damage their cars. We were told easy 20 minutes walk into town and back but it was a harrowing 30-40 minute walk using shortcut through a goat field and back carrying groceries and water etc. in33degrees heatwave. Normally book my villa with VillaPlus and will never use Jet2 to book villa again. Very disappointed!!

If you are unsure about travel insurance and need anything more than basic, I would recommend not taking out the Jet2.com insurance. Its easy to mistakenly keep the box ticked when buying flights etc which we did, but the cancellation process (if bought with flights only) is horrendous. The email address given on the purchase confirmation is incorrect as you get a response to say its not the correct department. Each department you call will say its not them and you will be given the run around. After speaking five people for over an hour ( this does not include wait times) this got resolved and a refund issued which is why this got 2 stars and not just 1. Thank you to the people that did help and to the final person at Jet2 who sorted it (subject to the refund being received) but I would 100% advise taking out their insurance unless you are 1000% sure you don't want to change / cancel it due to medical reasons or different cover.

Just had another holiday with Jet2 and, as ever, it was1st class from start to finish!!! From booking with them to managing booking to airport to flight to arriving to transfers is just unbelievably easy thanks to Jet2. This company and its information is 2nd to NONE!!! They keep you informed all the way, even able to see where your transfer bus back to airport is and when exactly it will be with you. AMAZING SERVICE!!!!!!

I have always used Jet 2 but this last holiday I have just returned from will be the last time.

The plane itself was dirty, the toilets were disgusting and the crew cold and the transfer arrangements were awful.

After a long day travelling you are left waiting for your coach transfer. Last year it was the same and I gave you the benefit of the doubt but it was exactly the same this year.

The check in staff were lovely but that was about the best thing.

Just returned from a wonderful trip to Thessaloniki and wanted to give a big thank you to the Jet2 team for making both legs of the journey such a positive and enjoyable experience.

From check-in to landing, the staff were extremely pleasant, upbeat, and genuinely helpful—a rare and refreshing thing to see these days. Every interaction with cabin crew and ground staff felt sincere and friendly, and they were always happy to go the extra mile for passengers.

The flight was smooth, well-managed, and on time. You can really feel that Jet2 puts customers at the heart of what they do. It made the travel part of the trip feel effortless.

My only disappointment? I couldn’t book my upcoming flight to Madrid with Jet2! I would have loved to fly with them again next month. Hopefully they’ll expand more into European routes like that in the near future.

Thanks again, Jet2—I'll absolutely be flying with you again when I can!