How to Get a Refund from Jet2holidays

If your Jet2holidays package has been cancelled, significantly changed, or if you didn't receive the holiday you paid for, you have rights to a refund. Don't let a holiday company keep your money when they haven't delivered. This guide will help you understand your entitlements and get your refund.

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Your rights

Your refund rights for a Jet2holidays package are primarily protected by The Package Travel and Linked Travel Arrangements Regulations 2018 (UK). If Jet2holidays cancels your package, or if you terminate your contract due to unavoidable and extraordinary circumstances at the destination significantly affecting the package, you are entitled to a full refund within 14 days. If Jet2holidays makes a significant change to essential terms like departure times, destination, or accommodation, you may also terminate the contract and receive a full refund. If services included in your package are not provided or are significantly below standard, you may also be entitled to a partial refund. If you paid by credit card for purchases over £100, Section 75 of the Consumer Credit Act 1974 makes your card provider jointly liable. For debit card payments, you can pursue a chargeback claim through your bank.

Step by step

1Gather all your booking documents, correspondence with Jet2holidays, and any evidence of the issue, such as photos or videos of substandard accommodation or services.
2Contact Jet2holidays directly, clearly stating your booking reference, the issue, and that you are requesting a full refund under The Package Travel and Linked Travel Arrangements Regulations 2018. Jet2holidays generally aims to respond within 21 days, with their complaints process taking up to 28 days. If your complaint is about a holiday you have returned from, ensure you follow up within 28 days of returning home to guarantee a comprehensive response. Keep a record of all communication.
3If Jet2holidays refuses your refund or offers an unsatisfactory resolution, escalate your complaint. As an ABTA member, you can use their arbitration or conciliation service. ABTA aims to acknowledge your complaint within 14 days and provide a detailed response within 28 days. You can also contact the Civil Aviation Authority (CAA) if your complaint relates to flight-specific issues within a package.
4If all other avenues fail, and you paid by credit card, contact your card provider to initiate a Section 75 claim. For debit card payments, contact your bank to request a chargeback. Provide them with all your evidence and correspondence with Jet2holidays.

What they'll say, and your comeback

“This was due to unavoidable and extraordinary circumstances, so no refund is due.”

Comeback, Under The Package Travel and Linked Travel Arrangements Regulations 2018, if Jet2holidays cancels my package due to unavoidable and extraordinary circumstances, I am still entitled to a full refund within 14 days. If I terminated the contract due to such circumstances at the destination, I am also entitled to a full refund without a termination fee.

“You accepted a voucher, so you're not eligible for a cash refund.”

Comeback, If I was not clearly offered a cash refund option at the time, or was pressured into accepting a voucher, I reserve my right to request a cash refund instead, as per the Package Travel Regulations 2018.

“The change to your holiday was minor, so no refund is due.”

Comeback, I consider the change to be significant enough to fundamentally alter my holiday experience, as defined by The Package Travel and Linked Travel Arrangements Regulations 2018. This entitles me to a refund.

What actually happens

In practice, most customers seeking a refund from Jet2holidays will first contact the company directly. Jet2holidays aims to respond to initial complaints within 21-28 days. If your package is cancelled by them, or you terminate due to significant unavoidable circumstances, a full refund should be processed within 14 days. However, if you cancel your own booking, you will likely face cancellation fees ranging from the deposit to 100% of the holiday cost, depending on how close to departure you cancel. If direct contact fails, escalating to ABTA is the next step, where you can expect an acknowledgement within 14 days and a detailed response within 28 days. For many, the refund is secured at the direct contact or ABTA stage. Section 75 or chargeback claims are typically a last resort, used when all other avenues have been exhausted.

FAQ

How long does Jet2holidays have to issue a refund?

Under The Package Travel and Linked Travel Arrangements Regulations 2018, if your package is cancelled by Jet2holidays, or if you validly terminate your contract, they must issue a full refund within 14 days of the cancellation or termination date.

Can I get a refund if I cancel my Jet2holidays booking?

If you cancel your booking, your refund entitlement depends on how close to departure you cancel. Jet2holidays' published scale retains the deposit for cancellations 70 or more days out, 30% for 69, 57 days, 50% for 56, 43 days, 70% for 42, 29 days, 90% for 28, 15 days, and 100% for 14 days or fewer. This is calculated from when Jet2holidays receives your cancellation notice.

What is the deadline for complaining about a holiday I have already taken?

Jet2holidays asks customers to follow up unresolved holiday complaints within 28 days of returning home. They state they cannot guarantee a comprehensive response to complaints made later than this.

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Sources

A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-29.