Travel companies have been contacting people with holidays booked after change made
Jet2 customers have been emailed about changes in the booking process and when they’ll get documents(Image: Getty)
Jet2 passengers have been told that a key change is now ‘in force’ after some got in touch worried that an email they received could be a fake. Holiday travel companies have also been getting in touch with customers to tell them of the change.
Thousands of travellers have received emails notifying them that their holiday documents will be arriving later than originally expected. This has raised alarm bells among some customers who fear it could be a scam – particularly as Jet2 has recently been warning about numerous fake social media accounts being created in an attempt to defraud passengers.
Previously Jet2 sent all documents to travellers 28 days in advance of the break – however in 2026 this has changed with great uncertainty about the situation this summer with the Middle East conflict still not resolved. In a recent post on Facebook travel company Holiday Getaway said: “Just a quick update for customers travelling with Jet2. Holiday documents will now be available 14 days before departure to ensure you have the most up-to-date information for your trip. No action needed. Online check-in is still available from 28 days before travel.”
One passenger wrote on X: “@jet2tweets Hi, I’ve just received this email apparently from Jet2 saying I will now get my holiday documents 14 days before my holiday departure instead of 28, is this true or is it still 28, I’ve a feeling this was a spam email though.”
Another passenger added: “I had the same email. Flying on 25 May with jet2,” A traveller added: “Ive just had the same email !”
The email says: “Just so you know, following a change to when we send out the documents for your holiday, you’ll now receive your documents 14 days before departure, rather than 28 days as stated on your original booking confirmation. You don’t need to contact us or take any action – you’ll receive your documents 14 days before you travel. Have a lovely holiday!”
Responding on X, Jet2 confirmed it was a genuine message and explained: “Hi there, thanks for reaching out. Yes we can confirm that you will receive your documents 14 days before departure. Should you require any further assistance, then please feel free to send us a DM. “
Jet2 advice says: “At 10 weeks before departure we will take any outstanding balance payment and send a confirmation that the balance has been paid. At 14 days before departure, we will send you a final confirmation with your travel documents attached, consisting of your booking confirmation; your flight voucher; your accommodation voucher, your cruise voucher (where applicable) and your transfer or car hire voucher. We will also provide you with your ATOL Certificate. Please remember to print off all your vouchers as well as your booking confirmation and your ATOL Certificate where applicable.”
Jet2 has also explained why some flight schedules may change, and has moved to remind passengers of an action they must take during a 48-hour period. The major airline states in the Frequently Asked Questions section of its website that it “always aims to operate our flights at the scheduled time of departure”. However, Jet2 added: “Sometimes we may need to make changes or provide alternative carriers or aircraft and cannot always notify you of this in advance. We may also alter or remove the planned schedules as shown on your booking confirmation.”
The guidance notes that Jet2 does not wish to cause inconvenience to passengers, yet “unfortunately sometimes changes to scheduled flight times may be required for operational or technical reasons outside our control”. Jet2 confirmed that in such circumstances, travellers would be given as much advance warning as possible.
Passengers flying with Jet2 are encouraged to keep a close eye on their email and text message inboxes, as these are typically the methods used to get in touch should any changes arise. Jet2 added: “Please contact us if you change your email address or mobile number so we can update your details.
“From the Manage My Booking section on our website you can see your booking summary, request a further email confirmation or select a different email address.” Jet2 is also reminding travellers that they are obligated to review their flight summary within a 48-hour window prior to departure.
Jet2 said: “Please be aware that it is one of our Terms and Conditions that you re-check your flight summary 72 to 24 hours before departure.” The airline also continues to urge passengers to consult the “latest travel information” on its website at least 12 hours before take-off to ensure they remain fully informed.” Additional advice reads: “Please check this section of the website at least 12 hours before your flight for the latest flight information.
“We recommend arriving at the airport at least 2 hours before your scheduled departure time. Please remember – check-in desks close 40 minutes before this.”