How to notify Jet2 when someone dies

When someone dies with a Jet2 holiday or flight booked, the process of unwinding that booking falls to whoever is managing the estate. Jet2 does not have a dedicated bereavement helpline separate from customer services, but the team handling cancellations will deal with bereavements as a matter of course. The most important thing to understand upfront is that there are two very different Jet2 products: a Jet2 Holidays package (ATOL-protected, with a cancellation fee schedule) and a Jet2.com flight-only booking (non-refundable as a rule). The route to recovering money differs significantly depending on which you’re dealing with.

This guide covers both, along with Jet2’s own travel insurance, what happens to a Jet2.com account, and what to watch out for when navigating the process.

Quick reference:

• Jet2 Holidays customer services: 0800 408 0778 (Mon–Fri 8am–11pm, Sat 8:30am–8pm, Sun 9am–8pm)
• Jet2.com flights and general enquiries: 0333 300 0042 (Mon–Fri 8am–9pm, Sat–Sun 9am–6pm)
• Jet2 Holidays emergency line (while abroad): +44 113 387 9501 (24/7)
• 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 — but that does not mean they are handled without sensitivity.

Jet2 Holidays packages: 0800 408 0778

If the deceased had a Jet2 Holidays package (a bundle of flights, accommodation, and transfers booked together), call 0800 408 0778. This is the main Jet2 Holidays customer services number. When you call, explain immediately that you are calling about a bereavement — the agent can note this on the booking and handle the call appropriately.

Lines are open Monday to Friday 8am to 11pm, Saturday 8:30am to 8pm, and 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 booking (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.

Be aware that 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 establishes the cancellation date clearly.

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. However, travel insurance is designed precisely for this eventuality.

Cancellation charge schedule

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

The deposit of £60 per person is always non-refundable, even if the calculated charge based on the above schedule would be lower. Any balance above the cancellation charge should be refunded within 14 days of the cancellation being confirmed.

Source: Jet2holidays.com cancellation terms (last verified May 2026).

Does Jet2 make compassionate exceptions?

Jet2 Holidays does not publish a bereavement waiver or a compassionate refund policy. Based on customer experience reported on consumer forums, some goodwill gestures have been made in bereavement circumstances — but these are at Jet2’s discretion and are not guaranteed. If you wish to ask, call 0800 408 0778, explain the circumstances clearly, and have the death certificate ready. Do not assume a waiver will be offered.

The more reliable route is travel insurance — see the section below.

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 bookings, usually for an amendment fee. If a suitable traveller can be found, this avoids the cancellation charge entirely. Ask the customer services team on 0800 408 0778 what is possible for the specific booking.

Jet2.com flight-only cancellations

Jet2.com sells flights separately from its holiday packages. The position here 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 (including death of 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 (£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 offered vouchers in bereavement circumstances rather than cash refunds. This is discretionary, not a policy.

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.

ATOL and ABTA protection: what they cover

Jet2 Holidays packages that include flights are ATOL-protected under ATOL number 9618. Jet2 Holidays Limited is also a member of ABTA.

Understanding what these schemes do — and do not — cover is important:

ATOL protects your money if Jet2 fails — it does not protect you from Jet2’s standard cancellation terms when you cancel yourself. Many families expect ATOL to function as a general safety net; it does not work that way.

Jet2 CityBreaks

Jet2 CityBreaks is a short-break product sold through the same Jet2 Holidays platform as package 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 city breaks may vary slightly from standard beach holiday packages — always check the specific booking confirmation for the terms that apply to that booking. If the booking confirmation says “ATOL-protected” and “Jet2 Holidays”, the standard schedule above is the starting point.

What documents you will need

When contacting Jet2 Holidays or Jet2.com about a bereavement, gather the following before you call or write:

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. 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 establish 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 simple cancellations where you were a travel companion on the booking, this is unlikely to be needed.

Certified copies of the death certificate cost £12.50 each in England and Wales, ordered from the General Register Office at gov.uk/order-copy-birth-death-marriage-certificate. Order several at the time of registration — insurers, banks, and other institutions will each need their own copy.

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

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 are typically subject to their own terms and expiry dates, so deal with these promptly.

Jet2 does not appear on the Death Notification Service, which is primarily used by banks and financial institutions. There is no central notification route — you will need to contact Jet2 directly.

Jet2 travel insurance and bereavement claims

Jet2 sells travel insurance under the Jet2Insurance brand. Jet2Insurance is a trading style of Jet2.com Limited, which operates 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 excess and the policy 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. Phone: 0204 517 9888
2. Online: rock.jet2.uk.axa.travel
3. Cancel the holiday with Jet2 first — insurers expect you to cancel the booking before claiming. Cancelling establishes the date and fixes the applicable cancellation charge.
4. Submit documents — at minimum: the death certificate, your policy number, the booking confirmation, and Jet2’s written confirmation of the cancellation and the charge applied.

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

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

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 to the insurer 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

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, call Jet2 Holidays on 0800 408 0778 first.

ATOL protects against Jet2 failing, not against you cancelling. This distinction causes real confusion. 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 genuinely 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 route to recovery.

Companion travellers can continue separately. If the deceased was part of a group booking but other members of the party still want to travel, those passengers do not need to cancel. The deceased’s place can be removed (with the applicable charge for that passenger’s share), while the remaining passengers continue on an amended booking. Call Jet2 to discuss the options.

Check whether the booking can be transferred. Jet2 Holidays allows name changes on most bookings. If another family member can take the deceased’s place — or can take over the entire holiday — this may be cheaper than cancelling.

ABTA provides a backstop for disputes. Jet2 Holidays is an ABTA member. If you believe Jet2 has handled your cancellation unfairly, you can escalate to ABTA’s dispute resolution scheme after completing Jet2’s internal complaints process. Details at abta.com.

Act promptly. The cancellation charge increases the closer you get to the departure date. Early 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, and our guide to cancelling a Virgin Atlantic flight when someone dies.