Features

Jet 2: how to cancel and get a refund on your flight

7 Apr 2020 by Tom Otley
Jet 2 cancelled flight

The coronavirus pandemic has caused huge problems for airlines, most of whom have had to ground most or all of their fleets. Jet 2 is no exception. These decisions have resulted in millions of passengers wanting refunds for their cancelled flights.

What should I do?

Bear in mind that that all airlines are overwhelmed by the current situation, and so will be working through hundreds of flights with tens of thousands of passengers.

For general advice on claims, including EU261 claims, see

Coronavirus: How to claim flight compensation

Jet 2 has cancelled my flight. What do I do?

First off, head to the airline’s website.

The airline will probably have sent you an automated email explaining what your options are.

Assuming your flight isn’t in the next week or so, the email will say something like….

“Important information about your flight

“In view of the ongoing uncertainty caused by the Covid-19 pandemic, we have taken the decision to recommence our flights and holidays programme on June 17th. This means that your flight will not be operating – please see the table at the bottom of this email for your affected bookings.

“We will be contacting you to discuss your options, one of which is rebooking your flight to a later date. We know what a well-deserved holiday means, and how much it gives everyone something to look forward to, particularly during difficult times such as these.

“We are continuing to operate a fully staffed call centre. Despite this, the number of calls we are currently receiving is unprecedented and is more than we can handle.

“Therefore, we are proactively contacting all affected customers in departure date order, which we believe is the fairest way. Please be patient with us as we do this, and please remember – we will contact you.

“So that we can call our affected customers, we’ll be taking less incoming calls. Please note, this will mean longer than normal call wait times.

“The Covid-19 pandemic has resulted in everyone having to deal with difficulties and restrictions, and our business and our colleagues face these too.

“Please do bear with us, and thank you in advance for your loyalty, understanding and patience.”

What does this mean?

It means that with the huge amount of cancelled flights, Jet 2 is working through them in order, with the flights for the next few days and weeks being prioritised before ones that are further away.

If you log into the website, you will probably see that your flight has already been cancelled if it is between now and June 17, 2020.

In that case, you will see the following message

“Your booking may be affected. Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, we’ve decided to recommence our flights programme on 17 June 2020. The good news is, if your flight is affected, you don’t have to cancel your plans. Instead, you can amend your booking to a later departure date, without paying an admin fee. All you need to do is click the ‘change flight’ button on the menu above. Please note, this may be easier to do on a desktop or tablet.”

Am I entitled to a full refund?

Yes you are. Jet2 says

“We’re proactively contacting all affected customers about their options, in departure date order, which we think is the fairest way. Please be patient with us as we do this and remember that we’ll get in touch with you.”

Also note that the airline in common with other airlines is making it clear that further compensation will not be paid. According to Jet 2 – see this page “In line with the advice from the UK Civil Aviation Authority, delays and/or cancellations arising from circumstances relating to COVID-19 will be treated as extraordinary circumstances and therefore not eligible for compensation under Regulation EC261/2004.”

This may be true with regards to that Regulation – and so would prevent you seeking compensation over and above the price of your ticket – but this does not affect your right to get a refund for your flight.

Can I claim on my travel insurance?

Possibly, depending on when you booked your flight – and also when you took out your insurance. See the following article for advice on that.

Coronavirus: will insurance cover your cancelled trip? 

I don’t have insurance. What else can I try?

Did you pay on a credit card? There’s a possibility that you can claim on that, though it depends on the terms of your contract with the credit card company – the best thing is to get in touch with them and find out what its position is.

We will update this as we hear more from Jet2.

Please note – we welcome comments on these pieces, but please do not include your booking references, ticket numbers or names in the comments below. Your PNR (Passenger Name Record)  contains personal information and should not be put on public forums. We are trying to XXXX these out when we see them, but we are not the airline, and this is a public website.

Loading comments...
Business Traveller April 2020 edition
Business Traveller April 2020 edition
Be up-to-date
Magazine Subscription
To see our latest subscription offers for Business Traveller editions worldwide, click on the Subscribe & Save link below
Polls