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Jet2holidays

Jet2holidays is a and package holiday provider that offers all-inclusive vacations, including flights, , and transfers, primarily to sun destinations across the Mediterranean and beyond, operating from 14 airports to over 75 locations in countries such as , , , and . Launched in 2007 as a of (formerly Dart Group plc), it functions as the holiday arm of the group alongside the low-cost airline , providing integrated travel packages protected under an ATOL licence for over 7 million passengers annually (as of 2025). As the United Kingdom's largest by ATOL licences, Jet2holidays has grown rapidly since its inception, serving millions of customers each year with a focus on family-friendly, value-driven holidays featuring 2- to 5-star hotels and resorts. The company emphasizes reliable service, with operations based at Low Fare Finder House near , and has expanded its network to include new routes and bases, such as in 2023, London Luton in 2025, and London Gatwick (announced November 2025). Jet2holidays has earned widespread recognition for its and reliability, including being named a Which? Recommended Provider for multiple years and winning the Best Short-Haul Operator award at the Globe Travel Awards for nine consecutive years through 2025. In the July 2025 UK Customer Satisfaction Index, it ranked 12th overall out of over 250 brands and topped the sector, reflecting its commitment to friendly, hassle-free experiences. The operator also supports the travel trade through initiatives like funding for agency expansions, having awarded over £100,000 in 2025 to help open new retail stores.

History

Founding and Early Development

Jet2holidays was established in as a of Dart Group plc (now ), specifically to deliver package holidays that combined flights operated by its sister airline, , with accommodations and transfers for a seamless . This integration aimed to capitalize on Jet2.com's growing network of leisure routes, positioning Jet2holidays as a vertically aligned within the group's portfolio. Initial operations commenced from six UK airport bases: Leeds Bradford, Manchester, Newcastle, Belfast International, Blackpool, and Edinburgh, enabling broad regional access primarily in and . These bases supported the rollout of Jet2holidays' services, which began with a limited marketing approach to refine operational processes before wider promotion. The first holiday packages launched in the summer of , emphasizing short-haul Mediterranean destinations to meet demand for affordable sun-seeking getaways. From , all packages were safeguarded by ATOL and ABTA , ensuring financial security for customers in line with regulatory standards for flight-inclusive holidays. This foundational emphasis on customer contributed to positive early feedback and laid the groundwork for subsequent expansion.

Expansion and Milestones

In May 2010, Jet2holidays expanded its operations by establishing a base at , marking the airline's seventh base and enabling flights and package holidays to several Mediterranean destinations. Later that year, in September 2010, the company announced a new base at , its eighth hub, which launched services in March 2011 to support growing demand in for leisure travel. These additions strengthened Jet2holidays' regional presence and contributed to a record summer in 2010, with over 2.8 million passengers carried across its network. By 2014, Jet2holidays faced a setback with the closure of its base following the shutdown of on October 15, due to the operator's decision to cease commercial operations amid financial challenges. The airline relocated affected routes and customers to nearby , minimizing disruption while maintaining service continuity. Jet2holidays achieved significant growth in 2015, reaching one million package holiday bookings in its financial year ending March 31, a that underscored its rising . In April of that year, the company launched Jet2CityBreaks, a dedicated brand offering short city breaks to destinations like , , and , with flexible durations and all-inclusive options to appeal to urban travelers. Further product innovation came in June 2017 with the introduction of Jet2Villas, providing self-catering villa holidays in partnership with operators like Solmar Villas, featuring over 1,000 properties across popular resorts in , , and . This launch expanded Jet2holidays' portfolio beyond traditional beach packages, emphasizing family-friendly accommodations with added services such as car hire and transfers. In October 2017, following the collapse of , Jet2holidays ascended to become the UK's second-largest tour operator by ATOL-protected passengers, as reported by the , reflecting its competitive edge in the leisure travel sector. The onset of the in early 2020 severely disrupted Jet2holidays' operations, leading to the suspension of all flights and holidays from March 17 until at least May 1, with further extensions into June amid global travel restrictions. The company reported substantial losses for the period, yet demonstrated resilience through customer support initiatives, including repatriation assistance and flexible rebooking policies, which helped maintain trust during the crisis.

Recent Growth

Jet2holidays demonstrated strong recovery from the , with package holiday customers increasing to 1.29 million in the fiscal year ended March 2022, a 249% rise from the prior year amid easing restrictions. This growth reflected pent-up demand for , enabling the company to ramp up operations and following the sector's downturn. By the year to September 2022, Jet2holidays' ATOL-licensed passenger had expanded significantly, setting the stage for further market gains. In February 2023, Jet2holidays surpassed to become the UK's largest , securing an ATOL license for 5.9 million passengers annually in the year to September 2023, an increase of over 500,000 from the previous period. This milestone highlighted the company's operational scaling and competitive edge in the package holiday market, supported by higher-margin bundled offerings that accounted for % of total passengers. To meet rising demand, Jet2holidays announced its 11th UK base at Liverpool John Lennon Airport in May 2023, with flights and holidays launching in March 2024 to 20 destinations, creating over 200 jobs. In March 2024, the company revealed plans for its 12th base at Bournemouth Airport, starting operations in February 2025 with up to 27 weekly flights to 16 destinations using two based aircraft. Further expansion followed in November 2024 with the announcement of the 13th base at London Luton Airport, commencing flights in April 2025 to over 10 destinations with two Airbus A321neo aircraft. To accommodate rising demand, Jet2holidays expanded its fleet to 135 aircraft by summer 2025, up from 126 the previous year, enhancing capacity across its bases and enabling larger summer programs. Complementing this, the company introduced upgraded services including All Inclusive Plus, featuring international branded drinks and extended perks in select hotels, alongside 24-hour All Inclusive options providing round-the-clock dining and beverages for 2025/2026 holidays. The 2025 preliminary results underscored this trajectory, reporting record total passengers of 19.77 million—a 12% increase—and of 15% to £7.17 billion, driven by strong package sales and ancillary income. These achievements solidified Jet2holidays' position as the UK's leading , with sustained focus on capacity expansion and customer-centric enhancements.

Operations

Package Offerings and Services

Jet2holidays provides ATOL- and ABTA-protected package holidays that bundle return flights, hotel accommodation, resort transfers, and a per person as standard inclusions. These value-oriented packages target short-haul leisure destinations, emphasizing affordability and convenience for travelers. The company offers a range of board basis options to suit different preferences, including self-catering for those seeking flexibility to explore local dining, half-board which covers and evening meals while allowing midday freedom, and all-inclusive arrangements that encompass three daily meals, snacks, and selected drinks. All-inclusive packages can be upgraded to All Inclusive Plus for enhanced perks such as international branded drinks, dining options, and 24-hour availability. A distinctive feature is the 24-hour All Inclusive variant, extending food and drink access around the clock to maximize relaxation. Specialized products diversify the portfolio, with Jet2CityBreaks focusing on urban short breaks that combine flights and city-center hotels for cultural getaways, and Jet2Villas providing private villa rentals integrated with flights and transfers for a more independent experience. Family-oriented perks are central to many offerings, including Free Child Places promotions where one child stays and flies at no extra cost when sharing with two full-paying adults, alongside a low £60 per person deposit to ease upfront payments. These elements support larger groups with flexible room configurations and child-friendly hotel selections. Additional services enhance the package experience, featuring in-resort representatives—known as customer helpers—who provide on-site assistance, , and recommendations throughout the stay. Jet2holidays also offers optional policies covering medical emergencies, trip cancellation, and 24/7 assistance, arranged through authorized providers for comprehensive protection. Overall, these inclusions underscore a commitment to hassle-free, budget-conscious holidays tailored to leisure seekers.

Destinations and Routes

Jet2holidays primarily offers package holidays to over 65 short-haul destinations across the Mediterranean, , and wider , focusing on beach resorts and city breaks. Key locations include popular Spanish hotspots such as on the , Majorca in the , and in the , alongside Greek favorites like and . These destinations emphasize sun-soaked beaches, cultural sites, and family-friendly amenities, with holidays bundled to include flights, accommodation, and transfers. The company operates seasonal summer routes to classic Mediterranean escapes, such as those in , , and , while year-round options cater to winter sun seekers in the , , and . Services depart from 13 UK airports, including Belfast International, , , , , , , Leeds Bradford (as the primary base), Liverpool John Lennon, Luton, Stansted, , and Newcastle. This network supports both peak summer programs and off-season escapes, with enhanced frequencies to high-demand areas like the Balearics and during July and August. For the 2025/2026 season, Jet2holidays has introduced several new destinations to expand its portfolio. in launches in November 2025 as a winter city break option, offering access to its medieval old town and Christmas markets. in joins the ski program from December 2025, serving as a gateway to over 250 resorts with weekly flights from 10 bases until March 2026. Additional summer 2026 additions include the Olympus Riviera in , known for its sandy beaches and views of ; the tranquil island of in , featuring hidden coves and villages; and in , , as a city break highlighting and markets. Among discontinued routes, services to in were terminated following suspensions in 2011 due to political unrest, with no resumption announced as of 2025. This shift redirected capacity to safer Mediterranean alternatives. Jet2holidays integrates seamlessly with Jet2.com's network of over 75 destinations, allowing customers to bundle flights to these locations with holiday packages for added convenience and value.

Distribution and Customer Support

Jet2holidays primarily distributes its holiday packages through its official website and dedicated , enabling direct bookings with features designed for user convenience. The platform includes an Inspirational Search that allows customers to holidays by preferences such as destination themes, , and dates, while the Shortlists lets users save, compare, and share multiple holiday options across devices for personalized planning. Additionally, the company maintains partnerships with over 2,500 independent agents across the , facilitated through tools like the Travel Agent Finder on its website, which helps customers locate and contact local agents for bookings. Customer support is integrated throughout the booking and travel process, beginning with online resources and extending to in-person assistance. The Manage My Booking portal provides digital tools for customers to view details, make amendments such as adding extras or changing names (subject to fees and availability), and handle payments, including flexible monthly plans that can be adjusted up to 20 days before departure. A 24/7 UK-based is available for queries, with the number +44 113 887 0350 accessible via the or for immediate support on bookings or travel issues. On-site, hundreds of in-resort Customer Helpers offer assistance at destinations, covering everything from transfers to local advice, ensuring continuity of support during the holiday. All packages are fully protected under ATOL (Air Travel Organisers' Licensing) and ABTA () schemes, with clear explanations provided on the website about how financial protection covers customers in case of company or disruptions. In handling disruptions such as weather events or external issues like protests, Jet2holidays follows EU Regulation 261/2004 for flight over three hours or cancellations, offering rebooking options, refunds, or compensation where applicable, often coordinated through the or Manage My Booking for swift resolutions. For instance, during forecasts, the company issues proactive warnings and facilitates re-accommodations to minimize impact on itineraries.

Awards and Recognition

Industry Accolades

Jet2holidays has consistently received recognition from prominent industry bodies for its and . At the Travel Weekly Globe Travel Awards, the company was named Best Short-Haul Operator for nine consecutive years through 2025, highlighting its leadership in providing reliable and high-quality short-haul holiday packages. In 2025, Jet2holidays was awarded Large of the Year at the TTG Travel Industry Awards, a category judged by travel agents, underscoring its strong performance in delivering seamless holiday experiences and unmatched customer care. The company achieved a triple win at the 2025 Northern Ireland Travel & Tourism Awards, including the Best Tour Operator to for Jet2holidays, alongside accolades for in related categories, reflecting its impact on regional travel markets. Earlier accolades include the Gold Trusted Service Award from Feefo in both 2018 and 2019, awarded for consistently high-quality service based on customer feedback verified through independent reviews. Additionally, at the 2025 Globe Travel Awards, Jet2holidays earned the Best Trade-Friendly Brand, recognizing its supportive partnerships with travel agents. In October 2025, Jet2holidays won Best Short-Haul Operator at the Travel , with the broader Jet2 brand named The Sun's Most Trusted Travel Brand. During the , Jet2holidays secured a hat-trick of at the 2021 TTG Travel for its effective handling of disruptions, including refunds and communications, which helped maintain amid industry challenges.

Customer Satisfaction Metrics

Jet2holidays has consistently received high marks in customer satisfaction surveys, reflecting strong performance in key areas such as and reliability. In the 2024 Which? Awards, Jet2holidays was named Travel Brand of the Year for the third consecutive year, based on extensive customer surveys evaluating factors like value for money, , and overall holiday experience. On independent review platforms, Jet2holidays maintains a strong reputation among consumers. As of November 2025, it holds an average rating of 4.5 out of 5 stars on , derived from 428,000 reviews, with customers frequently praising the ease of booking and responsive support. Annual customer surveys, including the Customer Satisfaction Index (CSI) for July 2025, underscore this positivity, awarding Jet2holidays a score of 84.3 out of 100—positioning it as the top-ranked and 12th overall among more than 250 major brands. These metrics indicate recommendation rates exceeding 85% in representative samples, driven by feedback on friendly staff interactions, competitive pricing, and dependable operations. Particular strengths highlighted in customer reviews include on-time performance and efficient baggage handling, bolstered by seamless integration with Jet2.com's airline services. In 2025, Jet2.com achieved an 87.5% on-time performance rate, earning a five-star rating from aviation analytics firm OAG, which contributes to overall holiday satisfaction for Jet2holidays packages. Baggage-related praise is common, with users noting generous 22kg allowances and minimal issues during transfers, aligning with Europe's improved mishandling rate of 12.3 bags per 1,000 passengers in 2025. Recent reports further illustrate Jet2holidays' scale and customer focus, with total group passengers reaching 19.77 million for the financial year ended March 31, of which over 66%—approximately 13 million—opted for package holidays. While specific complaint volumes are not publicly detailed by regulators like the for individual operators, the company's high UKCSI rankings and low relative dissatisfaction in sector benchmarks suggest effective resolution processes relative to its passenger volume.

Marketing and Public Image

Advertising Strategies

Jet2holidays has centered its branding on "Friendly Low Fares" since the parent airline Jet2.com adopted the slogan in 2008, positioning the company as a provider of affordable, approachable package holidays with a strong emphasis on customer service and family accessibility. This family-oriented approach permeates its marketing, highlighting inclusive offerings that make travel easier for parents and children, such as generous baggage allowances and flexible booking options. Television and digital advertisements have been key to promoting financial savings, frequently featuring promotions like free child places on holidays and low deposits starting at £60 per person. For example, a 2022 TV campaign showcased millions of free child places available on family packages, while a 2023 follow-up ad reinforced these benefits across various destinations. Earlier efforts, including a 2018 national rollout, integrated these savings with perks like free resort flight check-in to appeal to budget-conscious consumers. A 2015 initiative marked the company's largest push to date, with multiple ads emphasizing low deposits, free child places, and 22kg inclusions to drive bookings. The company employs platforms and newsletters for targeted outreach, delivering personalized promotions such as last-minute deals and seasonal discounts directly to subscribers. sign-ups provide access to exclusive codes and updates on savings opportunities, while social channels offer time-sensitive incentives like winter getaways. To expand reach, Jet2holidays partners with influencers via an official program that invites creators to experience destinations for authentic content promotion, fostering organic endorsements among enthusiasts. It also engages agents through events, including an annual VIP independent agent conference and dedicated summits for non-retail partners, where supplier showcases and booking trend discussions enhance B2B collaborations.

Viral Campaigns and Media Impact

In summer 2025, a television advertisement for Jet2holidays titled "Nothing Beats a Jet2holiday" unexpectedly surged in popularity on , where users repurposed its upbeat jingle ironically to soundtrack videos of travel mishaps, such as bad weather encounters and flight delays. The ad's audio clip, featuring the line "Nothing beats a Jet2holiday" set to a remix of Jess Glynne's "Hold My Hand," inspired over 1.5 million user-generated videos by late July, transforming the promotional tune into a for chaotic or disappointing scenarios. The meme evolved rapidly, becoming a go-to audio for depicting everyday failures and global events, including posts from the and Department of that overlaid the jingle on unrelated mishaps. Jet2holidays responded to the trend's misuse by expressing disappointment, particularly regarding the official U.S. government accounts' applications, while opting not to pursue takedowns or aggressive interventions. Despite the ironic framing, the virality yielded positive outcomes, including a significant spike in brand mentions—such as a reported 1,700% increase in #Jet2holidays usage during June 2025—and heightened global awareness for the UK-based operator beyond its traditional market. Major media outlets amplified the phenomenon, with coverage in CNN portraying it as an internet obsession tied to summer travel woes, The New York Times exploring its cultural resonance amid 2025's chaotic events, and Rolling Stone dubbing it the "Jet2 Holiday Summer" for encapsulating broader societal disorder. This exposure framed the ad's jingle as 2025's unofficial "song of the summer," boosting Jet2holidays' visibility through organic cultural penetration. In October 2025, rival tour operator On the Beach attempted a social media jab implying lower prices than Jet2holidays, but the post backfired amid widespread ridicule, further elevating Jet2holidays' profile in online discourse.

Controversies

Fraudulent Illness Claims

Jet2holidays has faced numerous fraudulent claims alleging gastric illnesses during holidays, often exposed through investigations involving social media evidence and surveillance footage. These cases highlight a pattern of "sickness tourism," where individuals fabricate symptoms to secure compensation from tour operators, prompting the company to adopt rigorous verification processes. In October 2018, a family of four from the attempted to claim compensation for alleged during a Jet2holidays trip to , , but their fraud was uncovered by posts showing them enjoying the holiday, including photos at a and . The High Court convicted them of , sentencing each to a three-month suspended term and imposing £750 fines, while also ordering them to cover Jet2holidays' legal costs. This case exemplified how digital footprints can dismantle false narratives of illness. A similar incident occurred in December 2018 involving Martin and Lindsey Brown, who falsely claimed gastric illness—symptoms including stomach cramps, diarrhea, vomiting, and nausea—on a Jet2holidays package to , . Evidence from hotel CCTV footage, which captured them dancing poolside and posing with a , contradicted their account, leading to their conviction for conspiracy to commit at Preston Crown Court. The court ordered them to pay Jet2holidays nearly £30,000 in compensation and costs, marking a significant financial penalty for the perpetrators. The rise in such fraudulent claims has led Jet2holidays to implement a proactive policy of thorough investigations, including private inquiries and legal action against suspects, as part of broader efforts to combat sickness tourism targeting the . Company statements emphasize that these measures deter false allegations while prioritizing support for legitimate customer complaints related to health and safety. This approach has contributed to successful defenses in multiple cases, reinforcing Jet2holidays' commitment to genuine welfare and industry integrity.

Customer Disputes and Regulatory Issues

In June 2024, a family reported booking a tailor-made package to Crete through Jet2holidays for £1,868, only to discover six weeks before departure that the specified four-star beach hotel accommodation with two bedrooms no longer existed as booked, forcing them to independently source alternatives under tight deadlines. Jet2holidays offered refunds or more expensive options, such as a £3,598 upgrade or a cheaper but downgraded villa 1.5 km from the beach, highlighting booking errors that left customers to resolve mismatches in their arrangements. In April 2025, 100 British holidaymakers launched legal action against Jet2holidays, claiming they suffered gastric illnesses during stays at the Mukarnas Resort in , which had been booked through the operator. The claimants, represented firm , sought compensation for the affected packages. In May 2025, Jet2holidays CEO Steve Heapy warned that ongoing anti-tourism protests in could prompt local governments to introduce or increase visitor taxes, potentially raising holiday prices for travellers. Heapy emphasized that such measures, driven by concerns, would directly impact package costs without addressing root issues like unregulated short-term rentals. A social media post by competitor On the Beach in October 2025, using clips from BBC's The Celebrity Traitors to imply cheaper prices than Jet2holidays, faced widespread ridicule for inaccuracies, as users pointed out hidden extras like luggage fees, seats, and meals that inflated On the Beach's total costs. Commenters also criticized On the Beach's lack of ABTA protection and poor handling of past cancellations, contrasting it with Jet2holidays' established protections. Jet2holidays maintains ongoing compliance with ATOL and ABTA standards, ensuring financial protection for packages amid post-Brexit EU- travel adjustments, such as the EU (EES) introduced in October 2025, which requires biometric data for visitors to Schengen countries. These protections cover risks and incorporate EU regulations like 2111/2005 into law for flight notifications, safeguarding customers against disruptions from border changes. For dispute resolution, Jet2holidays adheres to the Package Travel and Linked Travel Arrangements Regulations , offering full refunds and compensation for pre-trip cancellations, price reductions for substandard services, and termination rights without fees in cases of significant changes or exceptional circumstances like security issues. Customers can access assistance during difficulties, with (ADR) available if initial complaints are unresolved, and ATOL claims directed to the for financial recovery.

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