How to claim compensation from Jet2

Before you claim: the 3-hour arrival rule

Jet2 lists four situations in which you can use its EU261 form: your flight’s arrival delay was over 3 hours, your flight was cancelled, you were denied boarding, or you are claiming expenses or a refund linked to one of these. It stresses that the departure delay does not count – a delay can grow or shrink in the air.

Jet2 adds two points worth knowing. First, it may reject a claim if an extraordinary circumstance on an earlier flight caused your delay (see knock-on delays). Second, where a delay has several causes, Jet2 says at least 3 hours must be attributable to a non-extraordinary cause. If Jet2 relies on this, ask it to break down how many minutes it attributes to each cause and on what evidence.

It may also refuse claims where you had no confirmed reservation, did not check in, did not pay a fare, or travelled on a reduced fare not available to the public. UK claims can be brought within 6 years (5 in Scotland) – see time limits.

Step by step: Jet2’s EU261 claim form

1. Claimant details: title, name, email, country of residence and whether you are claiming for yourself.
2. Passengers: you can add up to seven other passengers named on the same booking, excluding separate family groups or group bookings. Jet2’s claims page says it needs signed written permission to claim for passengers outside your family group, and you cannot claim for passengers on another booking reference. Anyone you include cannot claim separately.
3. Flight details: the flight number (e.g. LS271) of the disrupted flight. Most bookings include two flights; if both were disrupted, complete a separate form for each. Use the flight date on your booking confirmation even if the flight left the next day.
4. Booking type and reference as shown on your confirmation.
5. Attachments: your boarding pass plus up to three supporting documents, JPG, PNG or PDF, up to 6 MB.
6. Expenses (optional, same form): see below.
7. Bank details: UK sort code and account number, or IBAN and SWIFT/BIC. Jet2 pays by bank transfer only – do not enter card details.

Jet2’s tip: take extra care, because a claim with incorrect flight or passenger details cannot be processed. Check names, the original flight number and the original date against the booking confirmation.

Expenses on the same form

Answer “yes” to the expenses question, enter the total and upload a photo of every receipt. Jet2’s rules, as stated on the form:

• Every item must be supported by an itemised receipt; bank statements are not accepted as proof of purchase.
• Claimable: food and drink; overnight accommodation; a flight refund if the departure was delayed over 5 hours and you chose not to travel and cancelled; an alternative flight if you were re-routed yourself after a cancellation or denied boarding.
• Only reasonable costs during the delay, or while waiting for the earliest alternative flight, are considered.
• Not claimable: car parking, unused accommodation, child or pet care, missed events and loss of earnings – Jet2 refers you to your travel insurer.

Expenses are owed even when the delay was caused by weather or ATC, so claim them even if you do not expect compensation. Guidance on what is reasonable: your right to care.

Common Jet2 rejections and how to answer them

• “Air traffic control restrictions” or “NATS”. Jet2’s pages say NATS system failure disruption is not compensable. That is generally accepted for the failure itself; but if your flight was disrupted on a later day by Jet2’s own recovery – crew out of hours, aircraft out of position – ask for the specific cause on your date.
• “Adverse weather”. Ask which weather, where and when, and whether it hit your flight or an earlier one.
• Technical faults. Jet2 lost exactly this argument in Jet2.com v Huzar (Court of Appeal, 2014): an ordinary technical defect is not extraordinary. Quote it. See technical faults.
• “Disruptive passenger” or “medical emergency”. Usually accepted as extraordinary for that flight; for a knock-on delay to a later flight, Jet2 must still show it took reasonable measures to limit the delay.
• “Delay under 3 hours”. Arrival time is when the doors open; check a flight tracker.
• “Details incorrect”. Resubmit with exact booking details.

Judgments in full: case law.

If Jet2 says no: the CAA, AESA and court

Jet2’s claims page says that if you are not satisfied with the outcome, you can appeal to the CAA’s Passenger Advice and Complaints Team (PACT), which reviews the case and contacts Jet2 if it needs to look again. Jet2 is not listed by the CAA as a member of AviationADR or CEDR – see how to complain to the CAA. PACT is free, but unlike ADR its view does not bind the airline.

Flights departing Spain: Jet2 recognises the Spanish authority AESA as an ADR body for EU261 complaints (not baggage). Claim to Jet2 first; Jet2 says it must respond within one month, and you can appeal to AESA within one year of your claim. AESA’s decision binds Jet2.

If that fails, send a letter before action and use the small claims court or Simple Procedure. Our partner AirHelp also handles Jet2 claims for a fee if successful – compare options in claim companies compared. More on Jet2: Jet2 delay compensation.

Frequently asked questions

Where is the Jet2 compensation claim form?

On jet2.com under Flight delay and cancellation claims → Submit a claim → Make an EU261 claim (jet2.com/delays-and-disruptions). By post: EU261 Team, PO Box 284, Leeds LS11 1GE.

How long does Jet2 take to reply to a claim?

Jet2 says it aims to contact you within 28 days. For flights departing Spain it states it must respond within one month.

Can I claim for my whole family on one Jet2 form?

Yes – up to seven other passengers named on the same booking. Jet2 needs signed written permission for passengers outside your family group, and you need a separate form for each disrupted flight.

What does Jet2 not pay for?

According to its claim form: car parking, unused accommodation, child or pet care, missed events and loss of earnings. It also does not accept bank statements instead of itemised receipts.

Jet2 rejected my claim. Can I go to AviationADR?

Jet2 is not on the CAA’s list of AviationADR or CEDR members. Jet2 directs unhappy passengers to the CAA’s Passenger Advice and Complaints Team; for flights from Spain, to AESA. Court is the final option.

The Jet2.com name belongs to its owner; EU261 Flight Delay is an independent information site and is not affiliated with Jet2.com. Information only, not legal advice.

Sources

1. Flight delay and cancellation claims – Jet2.com
2. Submit a claim – Jet2.com
3. Delays and Disruptions – EU261 claim form – Jet2.com
4. FAQs – Care and assistance during delays and disruption – Jet2.com
5. Regulation (EC) No 261/2004 as retained in UK law – Article 7 (compensation) – legislation.gov.uk
6. How the CAA can help (Passenger Advice and Complaints Team) – UK Civil Aviation Authority
7. Alternative dispute resolution (ADR) – UK Civil Aviation Authority

We check every rule against the sources above. Spotted an error? Tell us – see our editorial policy.