Jet2holidays: most-reported complaints
Automated analysis of 3,805 public Trustpilot reviews published 2026-07-29 to 2026-09-27. TrustScore 4.4 from 491,760 total reviews — see the Trustpilot page. Quick answer: is Jet2holidays legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the holiday experience was not as described, with 440 instances accounting for 33% of complaints. Other frequent issues include general dissatisfaction with room conditions and food quality, cited in 437 cases or 32% of complaints. Customers also frequently mention unhelpful support and poor core service, reported in 196 and 185 instances respectively. These trends have remained flat during the analyzed period.
How to reach Jet2holidays
These are the contact details Jet2holidays publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0800 408 0778, email [email protected], address Low Fare Finder House, Leeds Bradford International Airport, Leeds, LS19 7TU, GB.
The company claimed its Trustpilot profile on 2015-07-13, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: JET2HOLIDAYS LIMITED (no. 04472486), active, incorporated 2002 (24.2 years); next accounts due 2027-12-31, last accounts filed 2026-09-10. 7 current officers (26 on record historically), 2 resignations in the last 24 months; 4 filings in the last 12 months (144 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 274 MoneySavingExpert forum discussions mention this company (browse). Roughly 4 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 24/03 50 Jet2holidays to be won*”, “E: 07/07 Win £5000 Jet2holidays voucher or £250 Tesco gift card (SNR Text)”, “E: 29/01 Win a dream holiday with Jet2holidays (Text)”.
Elsewhere: 1.5★ on Google (8 reviews) · 4.8★ App Store (706,653) · 1.8★ Reviews.io (168) · 4.8★ on Feefo (8,427)
TrustScore over time
4.4 → 4.4 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (99%, 0.8d) · 2026-08-18 (99%, 0.8d) · 2026-08-21 (99%, 0.8d) · 2026-08-24 (98%, 0.8d) · 2026-08-27 (99%, 0.8d) · 2026-09-01 (97%, 0.7d) · 2026-09-04 (99%, 0.8d) · 2026-09-07 (98%, 0.8d) · 2026-09-10 (99%, 0.8d) · 2026-09-13 (98%, 0.8d) · 2026-09-16 (99%, 0.8d) · 2026-09-20 (99%, 0.8d) · 2026-09-23 (99%, 0.8d) · 2026-09-27 (98%, 0.8d).
Severity: 24% of this company’s 1343 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 4.6 days between the experience and publishing their negative review (1561 reviews record both dates).
Measured reply time: across 1268 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 1268 company replies to negative reviews analysed, 2% engaged with the specific problem and 98% were generic templates.
What employees say
Employees rate Jet2holidays 3.4★ overall from 1,306 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2584 company-invited reviews in the recent window average 4.32★, while 215 organic (uninvited) reviews average 3.64★.
10% of its 1721 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 33% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 82,039 of this company’s 491,760 Trustpilot reviews (17%) were written in the last 12 months.
What are the most common complaints about Jet2holidays?
Not as described
440 reports · 33% of complaintssteady“the pictures you advertised are not true reality is the so called children pool has been filled in”
The company replied on 2026-08-11: “Hi Stephen, Thanks for taking the time to leave your review. I'm sorry to read there were issues with your hotel. If you would like us to investigate this, kindly send details of the issues you faced…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Shocking villa, dirt, cockroaches, we had to get moved twice, sheer filth”
The company replied on 2026-08-12: “Hi Carly, Thanks for taking the time to leave your review. I'm sorry to read there were issues with your hotel. If you would like us to investigate this, kindly send details of the issues you faced…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“room dirty, opened up sofa bed and full of crumbs”
The company replied on 2026-08-12: “Hi Thanks for taking the time to leave your review. I'm truly sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Other
437 reports · 32% of complaintssteady“Room was 15 min uphill lots of steps. Food was substandard.”
The company replied on 2026-08-12: “Hi Roberta, Thanks for taking the time to leave your review. I'm sorry to read there were issues with your hotel. If you would like us to investigate this, kindly send details of the issues you faced…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Airport assists we're basically non-existent both ends”
The company replied on 2026-08-12: “Hi Gemma, Thanks for taking the time to leave your review. I'm truly sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Staff attitudes at Manchester airport were atrocious!”
The company replied on 2026-08-24: “Hi Andrea, Thanks for your review. I'm sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of the issues you faced by…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
196 reports · 15% of complaintssteady“Electric buzz in the shower Air con not working Leakage toilet = disgusting”
The company replied on 2026-08-24: “Hi there, Thanks for your review. I'm sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of the issues you faced by visiting…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“She ignored me and proceeded to send me a form”
The company replied on 2026-08-12: “Hi Luke, Thanks for taking the time to leave your review. I'm truly sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“She was then bullied in paying £2400 pounds”
The company replied on 2026-08-12: “Hi Mr Boston, Thanks for taking the time to leave your review. I'm truly sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Poor core service
185 reports · 14% of complaintssteady“The most upsetting incident happened when my 6-year-old daughter was halfway through her shower and the water suddenly stopped.”
The company replied on 2026-08-17: “Hi there, Thanks for your review. I'm sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of the issues you faced by visiting…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“We got to our apartment and could not get in our room. We went to reception a mile walk in 36 degree heat with kids got our keys fixed”
The company replied on 2026-08-12: “Hi Mandy, Thanks for taking the time to leave your review. I'm sorry to read there were issues with your hotel. If you would like us to investigate this, kindly send details of the issues you faced…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“No-one replied from the 24hr helpline”
The company replied on 2026-08-06: “Hi Maureen, Thanks for taking the time to leave your review. I'm truly sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
95 reports · 7% of complaintsrising since 2026-09“She ignored me and proceeded to send me a form”
The company replied on 2026-08-12: “Hi Luke, Thanks for taking the time to leave your review. I'm truly sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Room was ok not to the standard that they advertise”
The company replied on 2026-08-11: “Hi Charlotte, Thanks for taking the time to leave your review. I'm sorry to read there were issues with your hotel. If you would like us to investigate this, kindly send details of the issues you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“said we would receive a confirmation that it had been sent and nothing at all received”
The company replied on 2026-08-11: “Hi Amelia, Thanks for taking the time to leave your review. I'm sorry to read about your recent experience with us. Without your booking reference it's difficult for me to take a closer look at the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery late
47 reports · 4% of complaintssteady“Flights cancelled, re-appearing and cancelled again.”
The company replied on 2026-09-16: “Hi George, Thanks for your review. I'm sorry to read about your recent experience. If you would like us to investigate the points you've raised, kindly send details of the issues you faced by…”
Our classifier read this reply as a template response.
“flight had been cancelled due to volcanic activity”
“it left my family and an elderly couple stranded, we had to get a taxi to Alicante airport”
The company replied on 2026-09-01: “Hi Andrew, Thanks for taking the time to leave your review. I'm sorry to read there were issues with your recent transfers. If you would like us to investigate this, kindly send details of the issues…”
Our classifier read this reply as a template response.
Compare Jet2holidays with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.