✦ Company complaint letter guide
Jet2 complaint letter: delays, refunds and baggage
Create a clear, evidence-led Jet2 complaint letter for a flight delay, cancellation, refund dispute, baggage issue, accessibility failure or unresolved response.
Choose the problem
Start with the Jet2 issue that matches your complaint
Airline complaints work best when the letter separates the journey problem, evidence and requested remedy.
Flight delay compensation
Use this when a flight arrived late and you want compensation, expenses or a written explanation.
Start this complaint →Cancelled flight or rerouting
Use this when a flight was cancelled, the replacement was unsuitable, or you were left with extra costs.
Start this complaint →Refund not received
Use this when a refund is delayed, refused, unclear or not returned to the expected payment method.
Start this complaint →Baggage lost or damaged
Use this for delayed baggage, missing bags, damaged luggage, replacement essentials or poor baggage handling.
Start this complaint →Accessibility or assistance failure
Use this where requested assistance, mobility support, communication or reasonable adjustments failed.
Start this complaint →Poor complaint response
Use this when you have a case reference but the answer is incomplete, delayed or ignores your evidence.
Start this complaint →Complaint route
How an airline complaint should progress
Start with a written complaint to the airline. If it remains unresolved, the next route depends on the airline, the complaint type and the relevant ADR scheme.
Complain to the airline first
Send a structured written complaint with booking reference, flight number, dates, evidence and the outcome requested.
Chase the response
If there is no meaningful response after a reasonable period, chase and ask when a substantive reply will be provided.
Escalate if unresolved
If there is a final response or the sector escalation threshold has passed, consider the relevant aviation ADR route if the complaint is in scope.
Check the airline complaint page before escalating, because the correct ADR body can differ by airline.
Evidence checklist
What to include for each Jet2 complaint type
Use the checklist to make the letter specific enough for the company to investigate and respond.
| Complaint type | Evidence to include | Likely outcome to request |
|---|---|---|
| Flight delay compensation | Booking reference, flight number, route, scheduled and actual arrival time, reason given and receipts. | Compensation assessment, expenses and written explanation. |
| Cancelled flight or rerouting | Cancellation notice, replacement flight offered, rerouting details, hotel or transport costs. | Refund, rerouting cost, expenses or explanation. |
| Refund not received | Booking confirmation, payment proof, refund request, dates chased and company response. | Refund to original payment method, confirmation and timescale. |
| Baggage lost or damaged | Bag tag, PIR reference if available, photographs, receipts and correspondence. | Repair, replacement, reimbursement or settlement review. |
| Accessibility or assistance failure | Assistance request, date, airport, staff contact, impact and previous response. | Apology, investigation, service review and practical remedy. |
| Poor complaint response | Complaint reference, dates chased, responses received and unresolved points. | Substantive reply, escalation, final response or review. |
- Evidence to include
- Booking reference, flight number, route, scheduled and actual arrival time, reason given and receipts.
- Likely outcome to request
- Compensation assessment, expenses and written explanation.
- Evidence to include
- Cancellation notice, replacement flight offered, rerouting details, hotel or transport costs.
- Likely outcome to request
- Refund, rerouting cost, expenses or explanation.
- Evidence to include
- Booking confirmation, payment proof, refund request, dates chased and company response.
- Likely outcome to request
- Refund to original payment method, confirmation and timescale.
- Evidence to include
- Bag tag, PIR reference if available, photographs, receipts and correspondence.
- Likely outcome to request
- Repair, replacement, reimbursement or settlement review.
- Evidence to include
- Assistance request, date, airport, staff contact, impact and previous response.
- Likely outcome to request
- Apology, investigation, service review and practical remedy.
- Evidence to include
- Complaint reference, dates chased, responses received and unresolved points.
- Likely outcome to request
- Substantive reply, escalation, final response or review.
Outcome request
What you can ask Jet2 to do
The strongest complaint letters state the practical result you want, not just what went wrong.
Use this page to prepare a clear, firm complaint to Jet2. Whether your issue relates to a Jet2 flight delay, cancellation, refund dispute, baggage problem, or compensation claim, the aim is to summarise what happened, what you want done, and the evidence supporting your position.
What this Jet2 complaint letter should achieve
- Clearly state the problem with dates, booking references, and flight numbers.
- Explain the impact (financial loss, disruption, inconvenience, or time lost).
- Request a specific remedy (refund, statutory compensation, reimbursement, correction, apology, or service fix).
- Set a clear deadline for response and outline escalation if unresolved.
Common issues people complain to Jet2 about
Typical themes include:
- Flight delay or cancellation compensation (UK261)
- Refund delays or rejected refund claims
- Baggage loss, damage, or delay
- Overbooking or denied boarding
- Package holiday service issues
Keep your complaint focused on the main issue. Avoid mixing unrelated grievances, as this can dilute your position.
What to include in your Jet2 complaint
Evidence: Booking reference, flight number(s), travel dates, boarding passes, receipts for additional expenses, screenshots of delay notifications, and copies of previous correspondence.
- Key dates in chronological order (what happened first, next, and most recently).
- Any claim or case reference numbers provided by Jet2.
- Details of what you have already tried (calls, webforms, emails) and the outcome.
Understanding compensation rights
If your flight departed from the UK or EU (or arrived in the UK/EU on a UK/EU carrier), you may be entitled to compensation under UK261 rules for qualifying delays or cancellations. Compensation depends on flight distance and delay length.
Refund rights may also apply if Jet2 cancelled your flight or significantly changed your booking.
What to ask for
- Be specific: state the exact amount claimed or the action required.
- If claiming expenses, itemise them briefly with totals.
- If seeking compensation under UK261, reference the regulation clearly.
- If you want a formal apology or assurance of corrective action, state this explicitly.
Escalation and timeframes
Expected response time: Allow Jet2 a reasonable opportunity to investigate and respond (typically up to 8 weeks).
If unresolved: Jet2 is a member of AviationADR. If you receive a deadlock response or no meaningful reply after the expected period, you may escalate your complaint to the appropriate Alternative Dispute Resolution (ADR) body.
Practical tips for stronger outcomes
- Keep your letter factual, structured, and professional.
- Use short paragraphs and bullet points for dates and costs.
- Quote regulation numbers where relevant (e.g. UK261).
- Retain copies of everything you send and receive.
A clear, well-structured complaint improves the likelihood of a faster and more favourable outcome.
Jet2 complaint FAQs
How long should I give Jet2 to respond?
What should I attach as evidence?
What if they do not reply or refuse to resolve it?
How do I structure a complaint about: Delay / cancellation?
How do I structure a complaint about: Refund?
Related guidance
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