Jet2 bereavement: 0800 408 0778 and how to recover holiday costs

When someone dies with a Jet2 holiday or flight booked, sorting out the booking falls to whoever is handling the estate. Jet2 does not have a dedicated bereavement helpline, but the customer services teams that handle cancellations deal with bereavements as a matter of course – and calling to explain the circumstances is always the right starting point.

The most important thing to understand upfront is that there are two very different Jet2 products: a Jet2 Holidays package (ATOL-protected, sold as a bundle of flights, accommodation and transfers) and a Jet2.com flight-only booking (sold separately, non-refundable). The process – and the realistic prospects of recovering money – are significantly different depending on which you are dealing with.

This guide covers both products in full: cancellation processes, refund prospects, Jet2 travel insurance, ATOL and ABTA explained clearly, joint bookings, CityBreaks, what to do if someone dies abroad, and what happens to Jet2.com account credits.

Quick reference:

• Jet2 Holidays customer services: 0800 408 0778 (Mon–Fri 8am–11pm, Sat 8:30am–8pm, Sun 9am–8pm) – free from UK landlines and mobiles
• Jet2.com flights and general enquiries: 0333 300 0042 (Mon–Fri 8am–9pm, Sat–Sun 9am–6pm)
• Jet2 Holidays emergency line (abroad, 24/7): +44 113 387 9501
• Jet2 Insurance claims (policies from 30 June 2022): 0204 517 9888 or online at rock.jet2.uk.axa.travel
• ATOL number: 9618 (Jet2holidays Limited)
• No formal bereavement refund waiver – standard cancellation charges apply to packages; flights are non-refundable
• Travel insurance is the primary route to a full refund

How to contact Jet2 after a bereavement

Jet2 does not publish a separate bereavement phone line. Cancellations and changes following a death are handled through the same customer services teams that deal with standard booking changes. That does not mean they are handled without sensitivity – explaining clearly that you are calling about a bereavement, and having the relevant documents to hand, will help the agent handle the call appropriately.

Jet2 Holidays packages: 0800 408 0778

If the deceased had a Jet2 Holidays package – a bundle of flights, accommodation, and usually transfers – call 0800 408 0778. This is the main Jet2 Holidays customer services number. Explain immediately that you are calling about a bereavement; the agent can note this on the booking.

Lines are open Monday to Friday 8am to 11pm, Saturday 8:30am to 8pm, Sunday 9am to 8pm. The 0800 number is free to call from UK landlines and mobiles.

Have the following ready before you call:

Jet2.com flights only: 0333 300 0042

If the booking was a Jet2.com flight-only ticket (not a package holiday), the relevant number is 0333 300 0042. Lines are open Monday to Friday 8am to 9pm, Saturday and Sunday 9am to 6pm.

The position for flight-only bookings is more constrained: Jet2.com flights are non-refundable under the standard terms. The bereavement route for these bookings runs through travel insurance rather than through Jet2 directly.

Manage My Booking online

Both Jet2 Holidays and Jet2.com offer online cancellation via the Manage My Booking portal. However, cancelling online will apply the standard cancellation charge automatically, without any opportunity to explain the circumstances. If you want to request any goodwill consideration, phone is the right route. If you simply want to cancel and claim the recoverable amount through travel insurance, the online route works – and it establishes the cancellation date clearly, which matters for the insurance claim.

What happens if the deceased was the lead passenger

When the person who made the booking is the one who has died, the booking is technically in their name and cannot be managed by the normal account login. Call Jet2 Holidays on 0800 408 0778 or Jet2.com on 0333 300 0042 and explain the situation.

You will need to confirm:

• Your identity and relationship to the deceased
• That you have authority to act on the estate (as next of kin, executor, or administrator)
• The booking details: reference number, departure date, lead passenger name

Jet2 will note the bereavement on the booking and work through the cancellation with you. The refund of any balance above the cancellation charge (for Jet2 Holidays packages) will normally be returned to the original payment method – which may now be a closed bank account or a credit card that needs to be redirected. If the payment method is no longer active, tell Jet2 and they will arrange an alternative payment route.

Jet2 Holidays: cancellations and refunds

Jet2 Holidays packages are sold with a clear cancellation fee schedule. Jet2 does not publish a formal bereavement exception – the standard terms apply regardless of the reason for cancellation. The deposit of £60 per person is always non-refundable.

Cancellation charge schedule

The charges apply as a percentage of the total holiday price, depending on how far before departure you cancel:

Any balance above the cancellation charge should be refunded within 14 days of the cancellation being confirmed.

Source: Jet2holidays.com cancellation terms, last verified June 2026.

Does Jet2 make compassionate exceptions?

Jet2 Holidays does not publish a bereavement waiver or a compassionate refund policy. Consumer forum reports and Trustpilot reviews record cases where Jet2 maintained standard charges after a death, directing families to travel insurance. Some isolated goodwill gestures have been made, but these are entirely at Jet2’s discretion and cannot be relied on.

If you wish to ask, call 0800 408 0778, explain the circumstances clearly, and have the death certificate ready. The more reliable route is travel insurance.

Can a Jet2 Holidays booking be transferred?

Rather than cancelling outright, it may be possible to transfer the holiday to another person – for example, a family member who can use the booking. Jet2 Holidays allows name changes on most bookings, for an amendment fee. If a suitable traveller can step in, this avoids the cancellation charge entirely. Ask the customer services team on 0800 408 0778 what is possible for the specific booking – name change options depend on how close the departure date is and what the airline partner will permit.

Jet2.com flight-only cancellations

Jet2.com sells flights separately from its holiday packages. The position is straightforward: Jet2.com flights are non-refundable. This is stated clearly in Jet2.com’s booking terms and conditions. There is no cancellation charge schedule because there is no refund.

If someone dies with a Jet2.com flight-only booking, the options are:

1. Travel insurance claim – if the deceased or any travel companion had travel insurance covering cancellation for death of the policyholder or a close family member, this is the primary route to recovering the cost.
2. Name change – it may be possible to change the passenger name on the booking for an amendment fee (currently £35 per change, plus any fare difference). This is useful if someone else wants to use the flight.
3. Goodwill request – Jet2.com has occasionally issued vouchers in bereavement circumstances rather than cash refunds. This is entirely discretionary, not a policy commitment.

There is no statutory right to a refund on non-refundable flights for personal reasons, including bereavement. If the deceased had no travel insurance, recovering the flight cost is unlikely.

Jet2 CityBreaks

Jet2 CityBreaks is a short-break product sold through the same Jet2 Holidays platform as beach holidays. CityBreaks bookings are handled through the same Jet2 Holidays customer services team on 0800 408 0778, and the same ATOL protection and cancellation charge schedule applies.

The cancellation terms for individual city breaks may vary slightly from standard beach holiday packages – always check the booking confirmation for the precise terms. If the confirmation says “ATOL-protected” and “Jet2 Holidays”, the standard charge schedule above is the starting point.

Group bookings: when only one passenger dies

If the deceased was part of a group booking, the other passengers do not need to cancel their travel. Jet2 can amend the booking to remove the deceased passenger’s place, with the applicable cancellation charge applied to that passenger’s share of the cost only. The remaining passengers continue on the amended booking.

Call Jet2 Holidays on 0800 408 0778 to discuss the options. The sooner you call, the lower the charge rate that applies to the deceased’s share – the cancellation charge percentage increases as the departure date approaches.

If the deceased was the lead passenger on the group booking, you will still need to contact Jet2 to have the booking transferred to another passenger’s name as the lead – this is an administrative step Jet2 can carry out alongside the cancellation of the deceased’s place.

ATOL and ABTA protection: what they cover

Understanding what ATOL and ABTA do – and do not – cover is important, because both terms appear prominently on Jet2 Holidays bookings and can be misunderstood.

Jet2 Holidays packages that include flights are ATOL-protected under ATOL number 9618. Jet2 Holidays Limited is also a member of ABTA (Association of British Travel Agents).

ATOL protects your money if Jet2 fails – it does not protect you from Jet2’s standard cancellation terms when you choose to cancel. Many families expect ATOL to function as a general safety net. It does not.

Using ABTA if there is a dispute

If you believe Jet2 has handled your cancellation unfairly – for example, if Jet2 misapplied its own cancellation terms or failed to process a refund – you can escalate to ABTA after exhausting Jet2’s internal complaints process. ABTA’s dispute resolution scheme is available to consumers at abta.com/tips-and-advice/making-a-complaint. ABTA cannot force Jet2 to waive contractual cancellation charges, but it can arbitrate on process failures.

What to do if someone dies abroad on a Jet2 holiday

If someone dies while on a Jet2 Holidays trip, call Jet2’s 24-hour emergency line immediately: +44 113 387 9501.

Jet2 will provide in-resort assistance and coordinate with local authorities. In parallel, contact the UK Foreign, Commonwealth and Development Office (FCDO) on +44 20 7008 5000 (24/7). The FCDO can provide guidance on local procedures and help with repatriation.

The process of bringing a body home from abroad (repatriation) involves local death certification, a UK death certificate, and usually the involvement of a funeral director who specialises in international repatriation. The cost of repatriation is not covered by ATOL – it falls to travel insurance or the estate.

Travel insurance policies that include repatriation cover (which is standard for most comprehensive policies) are invaluable here. Check the policy documents or call the insurer’s 24-hour emergency line to initiate the repatriation process alongside Jet2’s assistance.

Jet2 travel insurance and bereavement claims

Jet2 sells travel insurance under the Jet2Insurance brand. Jet2Insurance is a trading style of Jet2.com Limited, operating as an appointed representative of ROCK Insurance Group (FCA no. 300317). For Jet2 Holidays packages, the insurance is underwritten by Ageas Insurance Limited; for Jet2.com flight insurance, the policy is arranged through ROCK and administered via AXA Travel.

What Jet2 travel insurance covers

Jet2 travel insurance policies include cancellation cover as a standard element. Death of the policyholder, a travel companion, or a close family member is a covered reason for cancellation under standard travel insurance terms. This means that if the policyholder dies before the holiday, or if a close family member’s death makes it unreasonable to travel, a claim can be made to recover the irrecoverable holiday cost – subject to the policy excess and the cover limit.

Cover limits vary by tier. Jet2’s Super Plus Cover includes cancellation cover up to £3,000 per person.

How to make a claim on Jet2 travel insurance

For policies purchased on or after 30 June 2022:

1. Cancel with Jet2 first – get written confirmation of the cancellation and the charge applied. Insurers expect you to cancel the booking before claiming; this establishes the cancellation date and the applicable charge.
2. Call or go online – phone 0204 517 9888 or submit online at rock.jet2.uk.axa.travel
3. Submit documents – at minimum: the death certificate, your policy number, the booking confirmation, and Jet2’s written cancellation confirmation.

The claims process typically takes 10–28 working days from the date all documents are received. Complex cases take longer.

For policies purchased before 30 June 2022, contact details differ – check the original policy documents or the Contact Us page at jet2insurance.com.

If the deceased had third-party travel insurance

If the deceased took out travel insurance separately – not through Jet2 – contact that insurer directly. The process is the same: cancel with Jet2, obtain written confirmation of the cancellation and the charges applied, then submit the claim with the death certificate.

If you are not sure whether the deceased had travel insurance, check:

• Their email inbox for a policy confirmation
• Bank statements for an insurance premium payment
• Any packaged bank account – many current accounts include travel insurance as a benefit (commonly Barclays, Halifax, Nationwide, and Lloyds packaged accounts)

Documents you will need

When contacting Jet2 about a bereavement, have the following ready:

Death certificate – the formal certificate issued by the register office after the death is registered. In England and Wales, deaths must be registered within five days of the date of death. Jet2 will ask for a copy – a scanned copy sent by email, or a photocopy, is typically sufficient for cancellation purposes. If a coroner is involved, an interim death certificate is usually acceptable while the full certificate is awaited.

Booking confirmation – the original confirmation email, showing the booking reference, names of all passengers, travel dates, and total amount paid.

Proof of identity – your own photo ID (driving licence or passport), to confirm who is contacting Jet2 on behalf of the deceased.

Proof of authority – if you are acting as executor of the deceased’s estate rather than as a named passenger on the booking, Jet2 may ask for letters of administration or a grant of probate to confirm your authority to cancel and recover funds. For straightforward cancellations where you were a named travel companion, this is unlikely to be needed.

Certified copies of the death certificate cost £12.50 each in England and Wales and can be ordered from the General Register Office at gov.uk/order-copy-birth-death-marriage-certificate. Order several when registering the death – travel insurers, banks, and other institutions each need their own copy.

Tell Us Once: does it apply to Jet2?

No. Tell Us Once is a government service that lets you notify central and local government departments of a death in one step. It covers HMRC, DWP, DVLA, the Passport Office, and local councils. It does not cover private companies.

Jet2 is a commercial travel company. Tell Us Once will not notify them. You must contact Jet2 directly using the numbers in this guide.

Jet2.com accounts and loyalty points

Jet2 does not operate a traditional frequent flyer programme with accruing miles or points. There is no Jet2 loyalty currency to transfer, cash out, or close.

The deceased’s Jet2.com account is a booking account – it holds booking history, saved payment details, and any outstanding booking credits or promotional vouchers. Jet2 is not a member of the Death Notification Service, which is primarily used by banks and financial institutions.

If there are outstanding booking credits – for example, a voucher issued for a previously cancelled flight – contact Jet2 on 0333 300 0042 to understand whether these can be transferred or paid out to the estate. Credits and vouchers have their own terms and expiry dates, so deal with these promptly rather than leaving them until probate is complete.

Once any active bookings and financial matters are resolved, the account will simply become inactive.

Scotland and Northern Ireland

The bereavement process with Jet2 is the same across all parts of the UK – England, Wales, Scotland, and Northern Ireland. Jet2’s cancellation terms and contact numbers do not vary by nation.

Where Scotland differs is in the estate administration process, not in dealing with Jet2 itself. In Scotland, the equivalent of probate is Confirmation, granted by the sheriff court. The nil-rate band equivalent (the amount an estate can hold before inheritance tax applies) is £36,000 for small estates in Scotland under the Small Estates procedure – though for larger estates the process goes through the sheriff court in the usual way. The threshold for UK inheritance tax applies across the whole of the UK at £325,000.

In Northern Ireland, grants of probate are issued by the Non-Contentious Probate Office (NICTS). The process is broadly similar to England and Wales.

If Jet2 asks for a grant of probate to release funds, Scotland-based executors should provide their Confirmation document – it serves the same legal purpose.

Tips and things to watch out for

Call before cancelling online. The online Manage My Booking portal will apply the standard cancellation charge immediately, without any scope for a compassionate conversation. If you want to request goodwill consideration – or simply to make sure the record is noted as a bereavement – call Jet2 Holidays on 0800 408 0778 before using the online route.

ATOL protects against Jet2 failing, not against you cancelling. This distinction matters. The word “protected” on a Jet2 Holidays booking means that if Jet2 becomes insolvent, you will get your money back. It has nothing to do with your own cancellation rights.

Jet2.com flights are non-refundable. Unlike Jet2 Holidays packages – where a partial refund may be available if you cancel early enough – Jet2.com flight-only tickets give back nothing. Travel insurance is the only practical route to recovery.

The refund may need to go somewhere other than the original payment method. If the deceased paid by card and that card has now been cancelled as part of closing their finances, tell Jet2 at the time of cancellation. They can arrange to redirect the refund – but this will be easier to sort out before the booking is closed than after.

Other passengers can continue. If the deceased was part of a group booking but other members still want to travel, those passengers do not need to cancel. The deceased’s place can be removed with the applicable charge for that share, while the remaining passengers continue on the amended booking.

Packaged bank accounts often include travel insurance. Before concluding there is no insurance, check whether the deceased held a premium current account. Barclays, Halifax, Nationwide, and Lloyds all offer packaged accounts with travel insurance as a benefit – the cover is often overlooked because no separate premium was paid.

Act promptly. The cancellation charge increases the closer you get to the departure date. Earlier action preserves more of the refundable balance and gives travel insurers a clean claim date.

Summary

When calling, have the booking reference, the lead passenger name, and the date of death ready. If travel insurance was in place, cancel with Jet2 first, then submit the insurance claim with the cancellation confirmation.

For related guidance, see our what to do when someone dies hub, our guide to cancelling a TUI holiday when someone dies, our guide to notifying easyJet when someone dies, our guide to cancelling a Ryanair flight when someone dies, our guide to cancelling a Virgin Atlantic flight when someone dies, and our guide to notifying the DVLA when someone dies.