Jet2 Holidays
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"Great Jet2 Service to Rome – Let Down by One Inconsiderate Cabin Crew Member"
Overall, I can’t fault Jet2 for our recent trip to Rome. The flights were smooth, and the customer service was excellent throughout. When French air traffic control disrupted our journey home on Friday 24th March, Jet2 did everything possible to keep us updated, and the cabin crew were generally attentive and professional. However, I do have one criticism. On our return flight, a crew member named Alice sprayed perfume on herself three times during the flight. We were seated in Row A, directly facing the galley, so the scent was extremely strong and overpowering. This may seem minor, but it was inconsiderate—especially as my husband is autistic and highly sensitive to strong smells and sounds. The repeated use of perfume in such close proximity made the flight uncomfortable for him. While I appreciate the otherwise excellent service, I would urge Jet2 to remind their crew to be more mindful of passengers’ sensory sensitivities.
"Misleading Room Allocation and Poor Customer Service from Jet2 Holidays"
Jet2 Holidays really let themselves down with their customer service. (See photos attached). As a Level 10 Google Local Guide with over 93 million views, I was particularly disappointed with the way this issue was handled. We booked the H10 Puerto De La Cruz Hotel in Tenerife for a special 80th birthday celebration and paid extra for a Superior Sea View Room with balcony (advertised online as 25 sq. m). On arrival, however, we were given a much smaller room of just 18 sq. m, with only a partial rooftop view. When we raised this with the hotel, we were told the hotel was full, that we had arrived “too late” (around 4 p.m.), and that we would have to wait until the next day. We immediately contacted Jet2 via their chatbot, as we had no way of reaching the local rep directly. This left us unable to unpack or settle in for an entire day, until we were finally moved into the room we had paid for the following afternoon. When we finally saw the Jet2 rep six days later, they insisted we had not been downgraded—claiming that Jet2 does not specify room sizes. But simple logic shows that a “Superior Sea View” of 18 sq. m cannot possibly be the same as a 25 sq. m room. By any standard, the smaller room was inferior. To make matters worse, the rep admitted that Jet2 uses the same sea view photo online for all rooms, something they conceded was “maybe a little disingenuous.” Other online reviews confirm this issue is not an isolated incident. A swift apology, explanation, or even a simple gesture like a complimentary glass of wine would have gone a long way to smoothing things over. Instead, Jet2 stuck to what can only be described as excuses and denial. The flights themselves were fine, but the holiday experience was tainted by misrepresentation and poor handling of complaints. Based on this, I would be very cautious about booking a Jet2 hotel holiday in the future.
"Travel Misrepresentation – Jet2holidays’ False Advertising in Cyprus"
I paid £1,761.90 to Jet2holidays for a stay at the Grand Maris Hotel in Cyprus, which was blatantly misrepresented. What was advertised: a luxury hotel with a fully operational water park, quality rooms, and proper dining facilities. What we got in reality: an incomplete hotel, broken elevator, basic rooms missing amenities, non-operational water slides, and inadequate food service. Jet2holidays’ promotional images showed a vibrant, family-friendly resort with a functioning water park. Yet upon arrival, there was no signage, the water slides were unfinished and unusable, rooms lacked essentials such as bins and proper bedding, the elevator was out of order, and dinner consisted only of ham sandwiches with no vegetarian options. This stark contrast between the glossy marketing and the actual experience represents a clear case of consumer misrepresentation. What was sold as a luxury holiday was, in truth, a half-finished and poorly serviced hotel.
"Worst Customer Service Experience – Avoid at All Costs"
Jet2 has by far the worst customer service I’ve ever encountered. They refuse to provide invoices for ticket purchases unless you specifically email them, and even then, they take up to 28 days to respond. This is absolutely useless if you’re overseas and urgently need an invoice to claim expenses. I’ve never dealt with a company that fails to automatically issue an invoice after taking payment. It’s a basic standard of service that Jet2 completely ignores. Based on their unhelpful and dismissive customer service, I strongly advise avoiding this company altogether. The only reason they got one star is because giving zero—or negative—stars isn’t possible.
"Awful Jet2 Flight – Package Holiday Focus, Poor Experience for Flight-Only Passengers"
I had a very disappointing experience flying Manchester to Málaga after a work trip. I always thought Jet2 was primarily an airline, but from check-in to arrival at AGP I was repeatedly told to “have a happy holiday.” As a flight-only passenger, it felt exclusionary and dismissive—like if you’re not part of their Costa package crowd, you don’t really matter. To make things worse, none of the announcements were in Spanish, despite there clearly being Spanish passengers on board. It felt unprofessional and inconsiderate. Even the aircraft itself looked dated. The current livery—with its 90s-style hybrid logo and cheesy advertising slogans—feels tired compared to Jet2’s original sleek grey-and-red branding. Overall, the flight was awkward, impersonal, and frustrating. Honestly, Ryanair offers far less hassle and a more straightforward service.
"First and Last Time with Jet2 – Forced into a £3,000 “Upgrade"
This was my first experience with Jet2, and it will definitely be my last. The original hotel we booked was unacceptable, with filthy, foul-smelling rooms. When we complained, we were told there were no other standard rooms available. The only option given was to move to another hotel, but this came with a so-called “upgrade” fee of £3,000—something we never asked for but were forced into due to the conditions. We felt trapped with no choice but to pay, simply because the original hotel was uninhabitable. This was not an upgrade, it was exploitation. A terrible experience from start to finish, and I will never book with Jet2 again.
"Jet2 Left Us Stranded – No Compassion, No Refund, No Responsibility"
I am utterly appalled by Jet2. My mother, who is battling stage 4 cancer, was unable to travel. Jet2 accepted this but still refused to refund her flights. To salvage the trip and make use of the hotel that was already paid for, my brother and I purchased new flights ourselves. However, when we finally arrived four days into our holiday, Jet2 cancelled the hotel booking without explanation—while keeping all the money. We were locked out of our room, with our belongings trapped inside the safe, and were told we had to pay again or leave immediately. To avoid being stranded, we had no choice but to pay the hotel directly, despite Jet2 already having been paid in full. Jet2 provided no hotel, no service, and no support. They abandoned us abroad, showing zero compassion and refusing to take responsibility. This is a company that puts profit before people. Avoid them at all costs.
Jet2 Holidays
Jet2holidays, headquartered in Leeds, UK, is one of the country’s leading package holiday providers. Part of Jet2 plc, it offers ATOL-protected deals that include flights with Jet2.com, handpicked hotels, airport transfers, and luggage – all bundled for convenience and peace of mind. From sunny beach escapes to exciting city breaks, Jet2holidays makes travel easy, affordable, and reliable, with award-winning service that has made it a trusted choice for millions of holidaymakers across the UK.
Our Expert Review: ☆☆☆☆☆
Our Expert Review is currently pending. One of our team members is in the process of testing the service firsthand. The review will be published once the full evaluation is completed.
Unlike customer reviews, the Expert Review is based on a real experience by one of our team members or a trusted expert who tested the service undercover. The goal is to offer an honest, professional opinion from someone who knows what to look for.
Address
Holiday House, Ingram Row, Holbeck, Leeds LS11 9AW, United Kingdom
Website
https://www.jet2.com/
Email
https://www.jet2holidays.com/contact-us
Telephone
+441132387444