Jet2 holiday cancelled, refund or rebook: who helps?

Summary

First check what you booked. If it was a package holiday (flight plus hotel sold together) and the operator cancelled, the Package Travel Regulations 2018 say you can choose a full refund within 14 days. You do not have to accept a voucher or a rebooked date. If it was flight only, airline rules give you a choice of refund or rerouting, and you may also be due compensation depending on notice and reason. Write to the operator first, then use your card provider, ABTA (for package members) or the CAA route for flights.

Key information

• Your booking confirmation shows whether it is a package and lists any ABTA and ATOL details.
• Package cancelled by the operator: full refund within 14 days, or accept an alternative if you prefer. The choice is yours.
• Flight only cancelled: refund (usually within 7 days) or rerouting. Compensation may apply if you were told less than 14 days before, unless the cause was extraordinary.
• Poor communication is not a reason to lose your rights. Put your choice in writing and keep screenshots of the app or emails.
• ATOL protects you if the company fails financially. It is not a route for ordinary refund delays.
• Paid by credit card over £100: Section 75 may apply. Debit card or smaller sums: ask about chargeback.
• Citizens Advice can: explain package rights using cancelling a package holiday; point you to the letter asking for a refund or alternative when a package holiday is changed. They will not contact the operator or claim the refund for you.
• ABTA can: help with complaints against ABTA members and offer an independent dispute scheme for packages. They will not handle flight only bookings or firms that are not members. Check your confirmation for the ABTA number.
• The CAA can: explain flight delay and cancellation rights; point you to the airline's approved dispute resolution scheme, or handle the complaint if the airline has none. They will not sort out package holiday refunds, which sit with the organiser.

Practical guidance

• Check your confirmation: package or flight only, ABTA and ATOL details.
• Write to the operator stating your choice: a full refund, not a voucher or new date (unless you want one).
• Wait 14 days for a package refund, or 7 days for a flight refund.
• No refund: contact your card provider about Section 75 or chargeback.
• Package: escalate to the ABTA dispute scheme. Flight only: use the airline's ADR scheme or the CAA.
• Last resort: a money claim online.
• Ask the Shaman to check which rules apply to your booking.

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