UK Regulation (EC) No 261/2004 (UK261)
Complain to Jet2 about being denied boarding
Bumped off an oversold flight is not bad luck - it is a regulated event with a fixed payout. Here is what UK261 actually says.
The law on your side
UK Regulation (EC) No 261/2004 (UK261)
UK261, Articles 4, 7, 8 & 9
- Denied boarding compensation is owed only when the airline refused boarding against your will - volunteers who give up their seat negotiate separately.
- Compensation is paid in addition to refund or re-routing.
- You must have presented at check-in within the published deadline and held a valid booking.
- Care obligations under Article 9 apply from the moment boarding is refused, not just for delays.
What you are owed
| Situation | Remedy |
|---|---|
| Short flights up to 1,500 km | £220 |
| Medium 1,500-3,500 km | £350 |
| Long over 3,500 km | £520 |
| Care under Article 9 | Meals, refreshments, accommodation, transport |
Source: UK261, Articles 4, 7, 8 & 9. Figures are the published statutory amounts at the time of writing.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Jet2 Customer Relations, I am writing about flight [FLIGHT_NUMBER] from [DEPARTURE] to [ARRIVAL] on [DATE], booking reference [BOOKING_REF]. I held a confirmed reservation, presented for check-in within the published deadline, and was denied boarding against my will. Under UK Regulation (EC) No 261/2004, Article 4 and Article 7, where boarding is refused against the passenger's will (and not for reasons such as health, security or inadequate travel documentation), the operating air carrier shall immediately compensate the passenger and offer assistance under Articles 8 and 9. Based on the flight distance of [DISTANCE_KM] km, the applicable compensation amount is £[AMOUNT]. I require: 1. Fixed compensation of £[AMOUNT] under Article 7. 2. A refund of the unused ticket or re-routing under Article 8, as already requested at the gate. 3. Reimbursement of meals, refreshments and accommodation costs incurred during the wait, per Article 9 (receipts attached). Please respond within 14 days. If unresolved within 8 weeks, I will refer the complaint to [ADR_SCHEME] and may then issue a claim through Money Claim Online. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL] [PHONE]
If they ignore the first letter
- 1
Write to the airline
Cite UK261 Article 4 and demand the fixed Article 7 sum plus reimbursement of meals, refreshments and accommodation under Article 9.
8 weeks from your first complaint
- 2
Wait the 8-week window
If unresolved, escalate to the airline’s ADR scheme after 8 weeks or a deadlock letter.
8 weeks
- 3
Refer to ADR (CEDR or AviationADR)
Free to consumers, binding on the airline.
- 4
Money Claim Online
Issue a small claim for amounts up to £10,000. UK261 claims can be brought up to 6 years after the event in England and Wales.
Final stop: CEDR or AviationADR (the airline’s approved ADR scheme).
Quick answers
What if I volunteered to be bumped?
If you volunteered, the airline can negotiate any package with you (often a voucher). Article 4 fixed compensation only applies when boarding was refused against your will.
Can the airline halve my compensation?
Yes - Article 7(2) lets the airline reduce compensation by 50% if it offers re-routing that arrives within set time windows of the original arrival time. Otherwise the full sum is owed.
Does this only apply to UK and EU airlines?
It applies to flights departing a UK airport on any carrier, and to flights arriving in the UK from outside on a UK or EU carrier. Codeshare partners can be liable depending on the operating carrier.
Does Jet2 have a customer service or complaints email address?
No. We couldn't find one on Jet2's own site, so any address you see on a complaints directory isn't one Jet2 publishes. Jet2 takes complaints through the form on its own site: https://www.jet2.com/en/contact-us/returned/Complaint. Write the complaint out before you send it, and keep a dated copy of what you sent: that record is what you need to take it further. NoReply writes that complaint for you free, with the law it relies on cited. If Jet2 hasn't sorted it within 8 weeks, you can escalate free to the CAA's Passenger Advice and Complaints Team (PACT).
How do I complain to Jet2?
We haven't found a complaints email address that Jet2 publishes itself, so start from the complaints route on Jet2's own site: https://www.jet2.com/en/contact-us/returned/Complaint. Put "Formal complaint" at the top, with your account or order number, what went wrong, and the outcome you want. Keep a copy of what you send, or a note of the call with the date, so you have a paper trail. If Jet2 hasn't sorted it within 8 weeks, you can escalate free to the CAA's Passenger Advice and Complaints Team (PACT).
Is there an ombudsman for Jet2?
None: Jet2 is in no CAA-approved ADR scheme. Once Jet2 has had a chance to fix it, the free route is the CAA's Passenger Advice and Complaints Team (PACT), after 8 weeks or a deadlock letter. It can review your case and raise it with Jet2, but it cannot make a binding decision. If that fails, the small claims court can.
Can I complain to CAA about Jet2?
Yes, and for Jet2 it is the only independent route. Jet2 is in no approved ADR scheme, so the CAA's Passenger Advice and Complaints Team (PACT) will look at your complaint after 8 weeks or a deadlock letter and can raise it with Jet2. It cannot order Jet2 to pay; the small claims court can.
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Build my Jet2 complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Jet2. This page summarises UK Regulation (EC) No 261/2004 (UK261) (UK261, Articles 4, 7, 8 & 9) for general guidance and is not legal advice. Always check the current statutory text before acting.