Jet2 has clarified its online booking rules after a customer expressed frustration over being unable to access the service despite their flight being just days away.
Online Check-In Limitations
A passenger contacted the airline via social media on Sunday, June 14, questioning why online check-in was unavailable for a flight scheduled for Thursday, June 18. Jet2 responded: "Our online check in system only allows so many passengers to check in online, the remaining must do so at the airport free of charge." The airline urged the passenger to send a private message for further assistance.
According to Jet2's website, online check-in is available from 28 days up to six hours before departure. Passengers can check in via the Jet2 app or by logging into their account and navigating to Manage My Booking. Booking reference and passport information are required to complete check-in and obtain a boarding pass.
Booking Evidence Issues
Another customer contacted Jet2 on behalf of their parents, who needed to provide evidence of a booking to appeal an airport parking fine. The person explained that the booking wasn't showing up in their parents' online account, and when attempting to input the booking information into an appeal form, it said "the booking is already linked." They asked if Jet2 could send an email copy of the booking.
Jet2 replied that the information should already be available in the parents' emails, as a copy is sent every time a booking is made. The airline also suggested contacting customer services via a link on the Jet2 website to submit a complaint, which requires entering a booking reference and personal information.
Lost Emails and Phone Support
The person responded that their parents couldn't find the email and needed to provide evidence within 14 days, but the link provided said 28 days. They had also been unable to get help by phone. Jet2 recommended calling 0333 300 0737 for further assistance, but the person noted their parents had been "on hold for ages." Jet2 apologized, stating that wait times can vary depending on call volume.
