Had a Jet2.com flight delayed or cancelled? Here is how to claim.
This guide explains who Jet2.com is, how they usually answer claims, what your rights are, and how to send Jet2.com a proper letter by Royal Mail.
About Jet2.com
Jet2.com is a UK leisure airline based in Leeds. It is the third largest scheduled UK airline by passenger numbers, behind easyJet and British Airways. Jet2 flies mostly to sunny holiday spots in Spain, the Canaries, Greece, Italy and Turkey. It started in 2003 with one twice-daily route from Leeds Bradford to Amsterdam. Today it runs around 135 planes from 13 UK bases. That is more UK bases than any other airline.
The full company name is Jet2.com Limited. It is owned by Jet2 plc, which was called Dart Group until 2020. Jet2 plc is listed on the London Stock Exchange's AIM market. The group's founder is a man called Philip Meeson, who is still Executive Chairman of Jet2 plc. The chief executive is Steve Heapy, who has been in the job since January 2013. Both the airline and the parent company are based in Leeds.
Jet2 has built a strong reputation for customer service. They have been a Which? Recommended Provider for several years running and they have won lots of consumer travel awards. Jet2 says they pay valid UK261 flight delay claims within 14 days on average. But Jet2 is also unusual in one important way. They are the ONLY large UK airline that is not signed up to a flight ADR scheme. That changes the escalation route if Jet2 rejects your claim, and it is explained in detail further down this page.
Registered office
Jet2.com LimitedLow Fare Finder House, Leeds Bradford Airport, Yeadon
Leeds, West Yorkshire
LS19 7TU
United Kingdom
Companies House number: 02739537 · Incorporated: 14 August 1992 · Parent company: Jet2 plc (Companies House 01295221, AIM ticker JET2) · Regulator: UK Civil Aviation Authority (CAA) · IATA / ICAO codes: LS / EXS
Group structure
Jet2 plc (parent company)
This is the holding company that owns Jet2.com. It was called Dart Group plc from 1971 until September 2020, when it changed its name to match the airline brand. Jet2 plc is listed on the London Stock Exchange's AIM market under the ticker JET2. It is based in Leeds. The group made revenue of £7.17 billion in the year to March 2025.
AIM ticker JET2. Companies House 01295221.Jet2.com Limited
This is the airline itself. It runs scheduled and charter flights from UK airports, mostly to leisure destinations in the Mediterranean. The legal entity is Jet2.com Limited, based at Low Fare Finder House at Leeds Bradford Airport. If you need to take Jet2 to court, this is the company you sue.
Companies House 02739537. UK callsign EXS.Jet2holidays
This is the package holiday side of the business. It sells flights, hotels and transfers together as one booking. In 2023 Jet2holidays overtook TUI to become the biggest tour operator in the UK. Jet2holidays IS a member of the ABTA dispute resolution scheme. This matters a lot for your claim route, as explained later on this page.
UK bases and fleet
Jet2.com flies from 13 UK bases: Leeds Bradford (the head office), Manchester, Belfast International, Birmingham, Bournemouth, Bristol, East Midlands, Edinburgh, Glasgow, Liverpool, London Gatwick, London Luton, London Stansted and Newcastle. The fleet is a mix of older Boeing 737 and 757 planes plus newer Airbus A321neo aircraft. Jet2 has ordered 146 Airbus A321neos in total and is gradually replacing the Boeings.
What a Jet2.com reply usually looks like
- 1An automated email or letter saying Jet2 has got your claim. This usually comes through within a day or two.
- 2A first response within 14 days on average. Jet2 says this is one of the fastest payout times of any UK airline. Many simple, clear claims are paid in full at this stage.
- 3A rejection if Jet2 thinks the delay was "extraordinary circumstances". Common reasons are bad weather (very common on Mediterranean routes), air traffic control strikes, or security issues.
- 4A short follow-up if you push back, sometimes with more detail about the cause of the delay.
- 5A final response letter. With Jet2, this letter does NOT tell you to go to an ADR scheme like AviationADR or CEDR. It usually points you to the CAA or to court.
- 6The jet2.co.uk online complaint form is the main route Jet2 wants you to use. A formal posted letter still works fine and creates a clear evidence trail you can use later.
How much can you claim from Jet2.com under UK261?
Compensation amounts are fixed by flight distance and apply to delays of three hours or more at the final destination, cancellations with less than 14 days' notice, and denied boarding. The flight distance is the “great circle distance” between the departure and arrival airports, not the route flown.
| Flight distance | Delay length | Amount per passenger |
|---|---|---|
| Up to 1,500 km (e.g. London to Dublin) | 3 hours or more | £220 |
| 1,500 km to 3,500 km (e.g. London to Athens) | 3 hours or more | £350 |
| Over 3,500 km (e.g. London to New York) | 3 to 4 hours | £260 |
| Over 3,500 km | 4 hours or more | £520 |
Source: UK Civil Aviation Authority, UK261 compensation guidance.
Your rights
UK Regulation 261/2004, Article 5 (cancellations)
Did Jet2 cancel your flight less than 14 days before take-off? You have two choices. Get your money back. Or ask Jet2 to put you on a different flight. The choice is yours, not theirs. On top of that, you can usually get cash too. How much cash depends on how far you were flying.
UK Regulation 261/2004, Article 6 and the Sturgeon ruling
What if your flight was just late, not cancelled? Article 6 covers delays. In 2009, a big court case called Sturgeon said that any delay of 3 hours or more should be paid out, the same as a cancellation. The UK kept this rule after Brexit. Jet2 has to follow it.
UK Regulation 261/2004, Article 7 (compensation amounts)
This is the rule that sets the cash amount. The four amounts are £220, £350, £260 and £520 per passenger. Which one you get depends on how far the flight was and how late you arrived. Jet2 cannot pay you less just because your ticket was cheap or because it was part of a package.
UK Regulation 261/2004, Articles 8 and 9 (refund and care)
On top of the cash, two other rules look after you. Article 8 lets you pick between a refund or a new flight. Article 9 says Jet2 has to look after you while you wait. That means free food, free drinks, two phone calls or emails, and a hotel if you have to stay overnight. Jet2 is generally good at this when there are big disruptions at airports, but if you had to pay for any of these things yourself, keep the receipts and claim them back.
UK Regulation 261/2004, Article 5(3) (the "extraordinary circumstances" rule)
Jet2 can get out of paying only if BOTH of these are true. One, the cause was outside their control. Two, they could not have stopped it even if they tried hard. Things that DO count are bad weather, war, air traffic control going on strike, and security alerts. Things that DO NOT count are Jet2's own staff going on strike or a normal aircraft fault. Crew illness used to be argued as extraordinary, but the Supreme Court closed that door in July 2024 in Lipton v BA CityFlyer. That ruling applies to Jet2 too.
Limitation Act 1980, section 9
How long do you have to claim? In England, Wales and Northern Ireland, you have 6 years from the date of the flight. In Scotland, you have 5 years. A 2014 court case called Dawson v Thomson Airways made this clear. Because Jet2 has no ADR scheme, the court is your main backstop. So this 6-year window matters more for Jet2 claims than for claims against airlines that have ADR.
Common Jet2.com situations
Jet2 rejected your flight-only claim
Jet2 is not in an ADR scheme, so you cannot escalate to AviationADR or CEDR. Your options are: complain to the CAA's Passenger Advice and Complaints Team (PACT) at caa.co.uk/passengers, or sue Jet2 in the small claims court using Money Claim Online. Both routes are free or low cost. The court route has a 6-year time limit (5 in Scotland). A strong posted letter to Jet2 before you do either of these gives you the paper trail you will need.
You booked a Jet2holidays package and the flight was delayed
Package holidays have their own rules. Jet2holidays is covered by the Package Travel and Linked Travel Arrangements Regulations 2018, which is different (and often gives you MORE rights) than UK261. You can claim UK261 compensation for the flight delay AND make a separate package holiday claim if the disruption affected your holiday. Jet2holidays is also a member of ABTA's dispute resolution scheme, so you can escalate package complaints to ABTA if Jet2 refuses.
Bad weather caused your delay
Bad weather is the most common reason Jet2 gives for delays, because so many flights are to the Mediterranean in summer. Bad weather at the airport you were flying to or from usually IS extraordinary circumstances, so Jet2 does not have to pay compensation. BUT they still have to look after you at the airport (free food, drinks, hotel if needed). Keep your receipts.
Jet2 offered you a voucher instead of cash
A Jet2 voucher is not the same as cash. The law (Article 7) gives you the right to cash, not a voucher. Write back and say you want the cash payment to your bank account. Give them your bank details. If Jet2 refuses, you can take it to PACT or to court.
Jet2 has not replied for 8 weeks
8 weeks is the standard wait time most airlines work to. Jet2 claims it pays within 14 days on average, so 8 weeks of silence is unusual. If Jet2 has not given you a proper answer in 8 weeks, send a follow-up letter with a clear 14-day deadline. After that, escalate to PACT and consider a court claim. There is no ADR option in the middle.
Your flight was delayed by a technical fault
A normal fault on the plane does not count as extraordinary. A 2008 court case (Wallentin-Hermann) made this clear. Faults are part of running an airline. The only time a fault counts is if it was caused by something unusual, like a hidden defect from the factory or damage from outside. Jet2 has to prove this. They cannot just say "technical issue" and walk away.
Your Jet2 flight was diverted
A diversion is treated as a delay. Compensation is worked out based on how late you arrived at your FINAL destination (the airport on your ticket). If Jet2 ended up taking you on a coach from the diversion airport to your real destination, that journey time counts towards your total delay. Count the time you actually arrived at the airport on your ticket, not the time you landed at the diversion airport.
Send your Jet2.com claim letter via Royal Mail
PostRight writes your UK261 claim letter for you. Answer a few simple questions. Check the letter. Pay. We print it and post it by Royal Mail the next working day. A real letter is much harder for Ryanair to ignore than an online form.
- ✓Quotes the right part of UK Regulation 261/2004 for your situation
- ✓States the exact cash amount you are owed under Article 7
- ✓Pushes back if Jet2 has used the "extraordinary circumstances" excuse
- ✓Gives Jet2 a clear 14-day deadline to reply
- ✓Explains the next steps (PACT or small claims court) if Jet2 says no or stays silent
- ✓Printed on quality paper and posted by Royal Mail. From £2.79.
Frequently asked questions
How much can I claim from Jet2?
It depends on how far the flight was meant to go and how late you arrived. For most Jet2 routes, which are short-haul to the Mediterranean, the amount is £220 per passenger if you arrived 3 or more hours late. For longer Jet2 routes between 1,500 km and 3,500 km, the amount is £350. Jet2 does not fly long-haul. The amount is per passenger. A family of four can claim 4 × £220 = £880. Jet2 cannot pay you less just because your ticket was cheap or part of a package.
Is Jet2 a member of an ADR scheme like AviationADR or CEDR?
No. Jet2.com is the only large UK airline that has not joined an ADR scheme. They evaluated joining CEDR back in 2017 and decided not to. The CAA publicly criticised them at the time, but joining an ADR scheme is voluntary in UK law, so Jet2 is allowed to refuse. This means if Jet2 rejects your flight-only UK261 claim, you cannot use AviationADR or CEDR. Your options are PACT (the CAA's complaints team) or the small claims court.
What about Jet2holidays? Is that covered by ADR?
Yes. Jet2holidays (the package holiday side of the business) is a member of the ABTA dispute resolution scheme. So if you booked a Jet2holidays package and want to complain about how the holiday side was handled, ABTA is your escalation route. But the flight delay compensation claim itself is still against Jet2.com Limited, and Jet2.com is not in an ADR scheme. In practice, package holiday customers have more escalation options than flight-only customers.
What if Jet2 says my flight was extraordinary circumstances?
A vague reply is not enough. The law says Jet2 has to PROVE the cause was outside their control AND that they could not have stopped it. Some causes (bad weather, air traffic control strikes, real security alerts) usually DO count. Other causes (Jet2's own staff strikes, IT failures, normal aircraft faults, crew illness after the 2024 Lipton ruling) do NOT count. If Jet2 refuses to give details, send a follow-up letter and then take it to PACT.
How long do I have to claim from Jet2?
In England, Wales and Northern Ireland, you have 6 years from the date of the flight. In Scotland, you have 5 years. A 2014 court case called Dawson v Thomson Airways made this clear. Because Jet2 has no ADR scheme, this 6-year court window is your main backstop. Do not leave it too long.
What if Jet2 offered me a voucher?
You do not have to take a voucher. The law gives you the right to cash, not a voucher. If Jet2 has offered you a voucher, write back and ask for the cash instead. Give them your bank details. Quote Article 7 of UK261. If Jet2 still refuses, take the case to PACT or use Money Claim Online.
Does Jet2 actually pay UK261 claims, or do they fight every one?
Jet2 has a strong reputation for paying valid UK261 claims quickly. They say they pay within 14 days on average, which is faster than most other UK airlines. Jet2 is also a Which? Recommended Provider. They reject claims they think are extraordinary circumstances (especially weather), but for clear-cut delay cases their pay-out record is one of the best in the UK industry.
What is PACT and how do I use it?
PACT stands for Passenger Advice and Complaints Team. It is a team inside the CAA (the UK's flying regulator). PACT does not have the legal power to force Jet2 to pay, but they can write to Jet2 about your case, log a formal complaint, and add to the CAA's enforcement record against airlines that keep breaking UK261. PACT is free. You can use it after Jet2 has given you a final response or stayed silent for 8 weeks. The PACT online form is at caa.co.uk/passengers.
Free help and what to do next
CAA Passenger Advice and Complaints Team (PACT)
The UK's flying regulator's complaints team. PACT is the main escalation route for Jet2 flight-only claims because Jet2 is not in an ADR scheme. PACT cannot force Jet2 to pay but they can put pressure on the airline and log enforcement evidence. Free to use.
Visit website →ABTA (for Jet2holidays package customers only)
The Association of British Travel Agents runs a dispute scheme for package holiday complaints. Jet2holidays is a member. This is only relevant if you booked a Jet2holidays package, not a flight-only ticket.
Visit website →Citizens Advice Consumer Service
Free, independent advice on UK261 and your rights as a passenger. Helpline: 0808 223 1133.
Visit website →Money Claim Online (MCOL)
The online court service for England and Wales. Because Jet2 has no ADR scheme, the small claims court is the main backstop for unpaid valid claims. You have 6 years from the date of the flight to sue (5 in Scotland).
Visit website →Ready to claim from Jet2.com?
PostRight prints and posts your UK261 claim letter via Royal Mail. Tracked 24 is available for £9.99 if you want proof of delivery. From £2.79.
Send a Jet2.com letter from £2.79From £2.79 · Printed and posted by Royal Mail · Dispatched within one business day