How do I make a claim for my flight delay compensation?

You can make a claim under EC Regulation 261/2004 
(the Regulation) if:

✔ Your flight’s arrival delay is over 3 hours (not the departure delay)

(A flight’s take-off delay is not considered when making a claim for compensation under the Regulation – a delay can increase or decrease during the flight)

✔ Your flight was cancelled

✔ You were denied boarding

✔ You are claiming expenses/refund relating to a delay, cancellation, or denied boarding

For anything else, you can contact our Customer Services Team here

Please note, if you’ve been impacted by a flight cancellation, you’ll need to wait 72 hours before you submit your claim. Unfortunately, any claims submitted within 72 hours cannot be processed. Please fill all fields unless otherwise indicated.

Use this simple form to submit a claim directly with Jet2, which ensures you receive all the compensation due rather than another company taking a percentage of the claim. 

Please ensure the claim form is completed with the information required as inaccurate or incomplete data will cause delays in your claim being assessed.

If there are any children on your booking, please include them in your claim. This is with the exception of children travelling under a free kids‘ place – these are not claimable. 

For more information on your rights relating to flight delays, please visit the Civil Aviation Authority (CAA) website.

You are not entitled to compensation if: 

• You have entered your flight or passenger details incorrectly and we are unable to process your claim 

• Your flight’s arrival delay is less than 3 hours   

• Your flight delay or cancellation was caused by “Extraordinary Circumstances” 

Examples:  

• Air Traffic Control Restrictions  

• Adverse Weather Conditions 

• Disruptive Passengers 

• Passenger Medical Emergencies   

• Foreign Object Damage 

• Bird Strike/Lightning Strike 

• Airport/Runway problems or closures

 What happens next?  

We aim to contact you within 28 days. Please submit your claim to us directly and allow us sufficient time to respond before engaging with other parties to claim on your behalf.  

I would prefer to contact you in writing  

EU261 Team, PO Box 284, Leeds LS11 1GE. 

How can I take my claim further, if I don’t agree with the outcome? 

If you are not satisfied with the outcome of your claim, you can appeal to the Civil Aviation Authority’s Passenger Advice and Complaints Team (PACT) at: https://www.caa.co.uk/passengers/resolving-travel-problems/how-the-caa-can-help/how-the-caa-can-help/. They will review your case and if we need to look at it again, they will contact us directly. 

For flights departing Spain, the State Aviation Safety Agency of Spain (AESA) has been recognised as an Alternative Dispute Resolution organisation, providing air passengers with an alternative option to resolve their disputes relating to EC Regulation 261/2004 (“EU261”), which establishes common rules on compensation and assistance to passengers in the event of denied boarding, cancellation, or long delay, and repeals Regulation (EEC) No 295/9; and (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, but does not include claims regarding baggage, damages and clauses of the transport contract. 

If you have experienced an incident covered by these Regulations, you must submit a claim to us prior to using the alternative dispute resolution procedure. The easiest way to make a claim is by completing our online form, above.  

We must provide a response to you within one month. Once received, if you disagree with our decision, you may then appeal to AESA using the dispute resolution procedure (https://www.seguridadaerea.gob.es/ ). Appeals to AESA must be made within 1 year of submitting a claim to us. The decision taken by AESA is binding on the airline.