Customer service

People need to remember this, or they could be caught out

Passengers set to head off on holiday with Jet2 soon have been reminded of an important policy they will need to follow on their flight. Failing to prepare could see people caught out by the fairly common airline rule.

Anyone who has been on an aeroplane recently will know that cabin crew will often offer a choice of popular snacks and drinks as well as meal options. On short-haul flights, these are not included in the ticket price, and people can pay extra for them if they choose.

Ahead of their holiday with the airline, a passenger asked Jet2’s customer service team online for a reminder. Posting on X, Kim said: “Am I able to pay with cash on board flight or are you cashless?”

Jet2 responded within minutes to confirm the policy. The airline said: “Hi Kim, that is correct. We operate a fully cashless service onboard all flights, accepting only card and contactless payments.”

Aside from in-flight food and drinks, Jet2 offers customers a selection of in-flight purchases to start or end their holiday. Passengers can use the on-board magazine to browse from the choice of available skincare, makeup, beauty, watches and more.

Why have airlines stopped accepting cash for on-board purchases?

Accepting payments by debit or credit card, including Apple Pay or Google Pay, helps cabin crew keep services running as quickly and smoothly as possible while in the air. It removes the need for staff to handle and keep cash secure on flights.

Businesses in the UK are under no legal obligation to accept cash. While cash is legal tender, businesses have the right to set their own terms of sale and choose which payment methods to accept, according to Parliament.

There is no law requiring businesses to accept cash, though this is a subject of ongoing debate regarding consumer choice. A business can legally refuse cash, provided they inform customers of its card-only policy.

In Jet2’s case, it is made clear on the company website, as a spokesperson said: “Just so you know, we only accept card and contactless payments onboard all our flights. You’ll need to bring your physical bank card to use chip and PIN when purchasing products from our Jet2shop.”

In other news, Jet2 has shared a new ‘suspended’ Greece holiday update for passengers. On its website, the firm issued an announcement on Tuesday, April 28, that will affect travellers with flights and holidays booked to the European country.

In the announcement, Jet2 praised Greek authorities for “prioritising customers” by putting the European Union ‘s new Entry/Exit System (EES) checks on hold. It follows the country’s confirmation of the suspension of the EES biometric checks for UK holidaymakers travelling to Greece.

TUI, Jet2 and easyJet have all confirmed they will not add fuel surcharges to pre-booked or new package holidays and flights this summer

Airline TUI has this afternoon released a statement for passengers worried about being slapped with surcharges on holidays they’ve already booked. The conflict in the Middle East has disrupted oil deliveries, raising the prospect of serious jet fuel shortages.

This has also caused fuel prices to skyrocket, leaving those who’ve already secured their holidays – and those preparing to – anxious they’ll be asked to stump up extra cash to offset the soaring costs facing airlines.

Jet2 and easyJet confirmed over the weekend that they will not be passing on any price increases to passengers via surcharges. Now, this afternoon, airline and tour operator TUI has announced it will not charge passengers additional fees.

Neil Swanson, Managing Director at TUI UKandI, said: “We understand that customers want both confidence and clarity when booking a holiday. Our teams are here to support people who are thinking about booking, and those who have already booked with TUI can be reassured that their holiday price is fixed, with no fuel surcharges added.”

easyJet has issued a fresh statement confirming the airline and tour operator will not add surcharges to any pre-booked flights and package holidays, or future bookings. The company said travellers can book their package holidays with confidence thanks to its Best Price Guarantee and Ultimate Flexibility policy: “easyJet and easyJet holidays has confirmed that it will not introduce surcharges on its flights or package holidays, giving customers complete peace of mind when booking.

“No surcharges will apply to any pre‐booked easyJet holiday packages or to any new bookings for summer 2026.easyJet currently sees no disruption to its jet fuel supply and all flights and package holidays continue to operate normally.” Garry Wilson, CEO of easyJet holidays, said: “We know that holidaymakers may have questions about what recent global events might mean for their travel plans this summer so we are giving our customers absolute peace of mind that no surcharges will be added to their flights or package holidays.”

“Our operations remain unaffected, so customers can be confident that not only will their holiday go ahead as planned, but there will be no surprise extra payments, and they can enjoy their brilliant holidays at unbeatable prices.”

Jet2 has confirmed it won’t be slapping surcharges on any pre-booked flights or holidays to cover increased costs, including those related to jet fuel. In an effort to calm growing anxieties, the Department for Transport yesterday issued direct guidance to passengers with bookings through carriers such as Jet2, Ryanair, Wizz, easyJet and British Airways. Jet2 has axed surcharge provisions across all its flights and holidays, despite the carrier never having previously imposed them. The policy applies to all flights and holidays booked through any channel, be it online, via the mobile app, contact centre or independent travel agent. It does not cover tourist taxes, which are payable at the resort during the stay and are settled directly with the accommodation provider.

Steve Heapy, CEO of Jet2 said: “Holidaymakers should have every right to book their hard-earned break in the sun, without worrying about being hit with additional costs, and they can have that complete assurance when they book a flight or holiday with Jet2. As a result of today’s announcement, customers booking with Jet2 know that they are locking in their price without additional cost surprises later and we strongly believe that is the right thing to do by them. Ahead of a busy summer this is yet more evidence of why, on top of our incredible holidays and award-winning customer service, nothing beats a Jet2holiday.”

The DfT said on Friday: “There is no current need for passengers to change their travel plans. UK airlines buy jet fuel in advance, and airports maintain stocks to support their resilience. The government is working closely with the aviation industry to monitor risks and minimise disruption to passengers.

“If your flight is cancelled, you have clear legal rights, including the right to a full refund or re-routing. Read this factsheet for the full picture on the current situation and what it means for you.”

Meanwhile, IAG – the parent company of British Airways, Aer Lingus and Spain’s Iberia – has referred to “pricing adjustments to reflect these higher fuel costs”. A spokesperson commented: “We are not seeing jet fuel supply interruptions, but fuel prices have risen sharply and, despite our hedging strategy, which gives some shorter-term mitigation, we are not immune to the impact.”

Boss speaks out with pledge after big concerns about travellers being hit with ‘extra’ charges to cover soaring fuel

easyJet has issued a major announcement for all holidaymakers with flights booked this summer. Concerns are mounting that the Iran situation, which has seen the crucial Strait of Hormuz closed and severely disrupted global oil supplies, could significantly affect jet fuel availability.

EU energy commissioner Dan Jorgensen has warned ‘it’s very likely that many people’s holidays will be affected, either by flight cancellations or very, very expensive tickets’ because of the crisis. Fears are growing that travellers could face additional charges from airlines attempting to manage spiralling fuel costs.

On Friday, Jet2 confirmed it would not impose surcharges on passengers – and now easyJet has released a fresh statement pledging the airline and tour operator will not add surcharges to any pre-booked flights and package holidays, or future bookings.

The company said travellers can book their package holidays with confidence thanks to its Best Price Guarantee and Ultimate Flexibility policy: “easyJet and easyJet holidays has confirmed that it will not introduce surcharges on its flights or package holidays, giving customers complete peace of mind when booking.

READ MORE: Government issues new ‘cancellation’ update for airlines amid jet fuel stock concern

“No surcharges will apply to any pre‐booked easyJet holidays packages or to any new bookings for summer 2026.easyJet currently sees no disruption to its jet fuel supply and all flights and package holidays continue to operate normally.” Garry Wilson, CEO of easyJet holidays, said: “We know that holidaymakers may have questions about what recent global events might mean for their travel plans this summer so we are giving our customers absolute peace of mind that no surcharges will be added to their flights or package holidays.”

“Our operations remain unaffected, so customers can be confident that not only will their holiday go ahead as planned, but there will be no surprise extra payments, and they can enjoy their brilliant holidays at unbeatable prices.”

Jet2 has confirmed it will not impose surcharges on any pre-booked flights or holidays to offset rising costs, such as those linked to jet fuel. In a move to ease mounting concerns, the Department for Transport yesterday issued direct guidance to passengers booked with carriers including Jet2, Ryanair, Wizz, easyJet and British Airways.

Jet2 has scrapped the surcharge provision across all flights and holidays, despite the fact the airline has never previously applied them.

The policy covers all flights and holidays booked through any channel, whether online, via the mobile app, contact centre or independent travel agent. It excludes tourist taxes, which are payable at the resort during the holiday and are paid directly to the accommodation provider. Steve Heapy, CEO of Jet2 said: “Holidaymakers should have every right to book their hard-earned break in the sun, without worrying about being hit with additional costs, and they can have that complete assurance when they book a flight or holiday with Jet2. As a result of today’s announcement, customers booking with Jet2 know that they are locking in their price without additional cost surprises later and we strongly believe that is the right thing to do by them. Ahead of a busy summer this is yet more evidence of why, on top of our incredible holidays and award-winning customer service, nothing beats a Jet2holiday.”

The DfT stated on Friday: “There is no current need for passengers to change their travel plans. UK airlines buy jet fuel in advance, and airports maintain stocks to support their resilience. The government is working closely with the aviation industry to monitor risks and minimise disruption to passengers.

“If your flight is cancelled, you have clear legal rights, including the right to a full refund or re-routing. Read this factsheet for the full picture on the current situation and what it means for you.”

However, IAG – the parent company of British Airways, Aer Lingus and Spain’s Iberia – has spoken of “pricing adjustments to reflect these higher fuel costs”. A spokesperson said: “We are not seeing jet fuel supply interruptions, but fuel prices have risen sharply and, despite our hedging strategy, which gives some shorter-term mitigation, we are not immune to the impact.”

Here’s what Jet2 passengers travelling as a family need to know

Heading off on holiday is an exciting time, but travelling as a family can also prove demanding. You’ll need to ensure everything is organised and all your crucial documents such as passports and boarding passes are sorted.

As well as this before departing, it is useful to familiarise yourself with any rules or regulations you might be unaware of – including any airline requirements. This is particularly important when travelling with children and babies. And by making sure you know what’s expected, you can make your journey as easy as possible.

Here are the latest Jet2 rules for passengers travelling with children and babies.

Firstly, the travel operator allows only those aged 14 or above to travel unaccompanied, and that any passenger under the age of 14 can only travel if accompanied by a passenger aged 16 years or over who will assume full responsibility for them. Jet2 guidance adds: “Some countries impose special conditions for minors who are travelling either alone, or without their legal parent/guardian.”

Passengers are advised to verify the requirements for their destination. When departing or entering Portugal, including Madeira, without a parent or legal guardian, young people under the age of 18 are required to have a letter of authorisation with them.

This letter must be signed by the parent or legal guardian and contain accurate detail confirming the young person’s temporary address and the responsible person’s contact information, while in their destination. Jet2 adds: “To avoid delays at the border, we recommend a copy of the signatories’ (parent or legal guardian) photo identification is carried with the young person for verification purposes, by the authorities at the Portuguese border.

“Residents or nationals of Portugal under the age of 18, leaving Portuguese territory, may additionally require authorisation letters to be legally certified prior to departure.”

Travelling with Jet2 with children and babies

Travellers are permitted to bring up to two items per child or infant at no extra cost, which can include a pram or buggy, a car seat, a baby carrier, and a travel cot. Items must not exceed 32kg in weight and any further items will be subject to excess baggage charges.

Infants under two years of age on the date of travel can fly free of charge. Infants over 7 days old without any underlying health conditions won’t require prior clearance and will be permitted onboard.

However, babies aged between two and seven days old will require prior approval from Jet2.com. Infants 2-14 days old who have been incubated, ventilated or have experienced any birth complications will also need authorisation before flying, and Jet2 says it is unable to carry any infants less than 2 days old.

Bookings can be made before an infant has been born. Should their name be unconfirmed, simply enter the first name as ‘Unborn’ and last name as ‘Baby’. Jet2 further explains: “Once the infant’s name has been confirmed, contact us and we’ll be happy to update the name free of charge.”

Infants will be positioned on the lap of their accompanying adult and fastened using an extension seatbelt, which will be supplied by cabin crew and you are not allowed to use your own infant or extension seatbelt. Alternatively, you can reserve a seat for them where they’ll need to sit in a car seat, provided it meets the necessary criteria.

Anyone wishing to book a seat for an infant is advised to contact the Jet2 Customer Service team for guidance and costs. Jet2 is also informing passengers that if you’re flying with an infant and you’ve already added a hold bag to your booking, your allowance will automatically be increased by an additional 10kg per infant, free of charge.

Jet2 holidays to Spain just got even easier for Brits to plan as the holiday giant has announced exciting news ahead of the summer 2026 holidays

Jet2 has made it easier for Brits to plan Spain holidays this summer, as the travel giant is expanding its range of Eurocamp packages to the holiday hotspot. This means families booking a package holiday through Jet2 can now choose one of Eurocamp’s mobile homes or other accommodation for their break.

Jet2holidays previously offered Eurocamp packages in France, Croatia, and Italy, and has now added parks to Costa Brava , bringing the total number up to 54. Holidaymakers can book a Eurocamp package holiday online, and can filter results by selecting ‘Holiday Parks’.

While you can simply book accommodation directly with Eurocamp, a package holiday can come with perks; for example, with Jet2 your deal includes return flights, 22kg of checked and 10kg of hold luggage, ATOL protection, and car hire. The packages include the cost of bed linen, towels and and end-of-stay clean in most Eurocamps, as well as access to the entertainment and facilities on-site.

Eurocamp parks offer facilities such as restaurants, bars, and takeaways on site, and many offer daytime and evening entertainment during peak times, including the ever-popular minidiscos. Some parks in Costa Brava also have direct access to the beach where you can truly soak up the Spanish sunshine and take a cooling dip in the sea.

Its selection of Spanish parks include Castell Montgri, which sits between a lush green pine forest and a rugged stretch of the coast. Castell Montgri has four outdoor pools, including one with slides and kids areas, and there are four restaurants, a snack bar, and a pool bar. Enmar is another option close to the lively town of Enmar. The sandy beach is just 100 metres away, and there’s a large pool with a wildlife theme and slides.

Guests who stay on the Costa Brava can also take a day trip to Barcelona for some sightseeing, culture, and more. Explore the iconic Sagrada Família that dominates the skyline, or the unique Casa Batlló with its colourful Gaudi architecture. Wander around the historic La Boqueria market to try locally made foods or book a tour of Camp Nou and stand in the same spot as so many football legends.

In addition to Eurocamp, the Costa Brava has a range of other family-friendly accommodation such as Yelloh! Villages, which offer a similar style of mobile home holiday, pools, and entertainment. Another option is to go all inclusive, as some families find this easier to budget than a self-catering break. Package providers such as TUI offer a range of Costa Brava holidays from simple and friendly to luxury hotel options, so there’s something for all styles of holidaymaker.

Have a story you want to share? Email us at webtravel@reachplc.com

A flight attendant has shared the little-known reason passengers are welcomed onboard planes – and it has nothing to do with manners

A flight attendant has lifted the lid on a trade secret about the moment passengers board a plane. The little known fact explains why passengers are welcomed at the aircraft doors during boarding.

Most air travellers are well acquainted with the customary warm reception at the plane doors, which typically involves broad smiles and even some direction on locating their allocated seat. The most widespread assumption is that this is simply a display of good customer service, with the flight attendants, the public face of any airline, setting the tone with courtesy and decency.

Another presumption is that the welcome is intended to set passengers up for an enjoyable flight experience, or perhaps verify boarding passes one last time. However, one serving flight attendant claims that hospitality is not the primary driving force behind the warm greeting. The genuine reason for the friendly reception is to carry out a visual assessment of passengers from head to toe before take-off.

READ MORE: UK passport fees to rise in April 2026 with new rule changeREAD MORE: Ryanair, TUI and easyJet ban everyday item from luggage with new rules

In a now- viral TikTok clip, MrsMiva – who claims to work for TUI out of Stuttgart airport – has revealed that flight attendants use the boarding process to assess whether passengers are fit to fly. According to the content creator, flight attendants are checking to establish whether passengers may be “too drunk or sick to fly”.

In the caption accompanying the video, MrsMiva also clarifies that the greeting enables attendants to identify who could potentially assist in the event of an emergency. The video has been watched over 18 million times and sparked a flurry of discussion in the comments.

Numerous users confirmed they’ve definitely experienced the cabin crew greeting and that the reasoning behind it makes perfect sense. One commenter who purported to be a long-serving attendant verified the policy as well, writing: “FA (flight attendant) of eight years – or to check if they could be an ABA (able-bodied assistant).”

The comments also started to diverge into the various types of cabin crew passengers had come across. Some remarked they had “really chill” attendants, while others noted theirs were supportive when they were in poor health to travel.

Being able-bodied and physically capable is essential for passengers seated adjacent to emergency exit doors, which is potentially why attendants verify this at the entrance. Emergency exit seats are highly sought-after given that they provide additional legroom and have no row ahead of them.

That being said, occupying these seats means that a passenger must be willing and capable of helping cabin crew in the improbable event of an emergency. For this reason, Ryanair’s terms and conditions stipulate that it “can change your allocated seats at any time, even if you had reserved it, if we need to do this for operational, safety or security reasons.”

According to the airline’s regulations, passengers wishing to occupy rows 1, 16, or 17, where emergency exits are situated, must fulfil specific requirements. These include being aged over 16, being physically capable of assisting during an emergency, travelling without an infant, not requiring any special assistance at the airport, not needing a seat belt extender, and not having an extra comfort seat reserved.

Should the added responsibility of emergency exit seats not appeal to you, there are alternative methods to guarantee extra legroom while on board.

Do you have a story to tell? Email: emma.mackenzie@reachplc.com

The pair paid extra to upgrade their stay, more for a city centre break and even more for transfers, food and tourist tax

A travel lover who tried a £99 mystery holiday bargain soon regretted it when it ‘turned into a nightmare’. Lauren Kirby and her friend each paid £99 for a trip, plus an extra £20 to change from Venice to Malta and then an extra £12 for a city centre hotel.

On top of that, there was another €3 tourist tax and €100 for transfers and food. But despite the extra outlay, they say the destination was ‘not worth it’. Lauren, 22, from Maidstone, Kent, says she will think twice before doing it again.

“We bought our ticket in August 2025 and went on the trip in January 2026,” she said. “We didn’t expect a five-star hotel for £99 but we did expect a basic level of customer service, which we don’t believe we received.

“Initially, we got Venice and paid £20 each to upgrade to Malta as we had been to Venice before, but hadn’t been to Malta. We changed this when we found out there was an option to do so and were really excited.

“But when they rang us to confirm the booking, that’s when the problems started. We were told we couldn’t go to Malta, even though we paid specifically to go there and then we were told we could go to Prague or Venice instead but wouldn’t get the £20 back.

“Which didn’t make sense when we’d already paid £20 not to go to Venice. After a lot of toing and froing and swapping agents, it was reluctantly agreed that we could still go to Malta. But after that point, my trust in them disappeared.

“The hotel itself was OK and the hotel staff were very nice. But we had paid £12 each on top of the £20 we already paid to stay in the city centre. “And our hotel turned out to be located a 30-minute drive away from the centre.

“Not what we paid for. It would have been significantly cheaper to book it ourselves. On top of this, the travel agents asked us for our login details to easyJet to be able to complete the booking – we were told that we could change the password afterwards.

“I think a reputable travel service would be able to do that themselves without needing to log into our accounts. The whole thing was highly disappointing as it was not what we had paid for. There wasn’t anything within walking distance apart from a corner convenience shop, so we were very annoyed that we had paid extra but didn’t feel we received anything for it.

“I don’t think I would do it again. So in future if I want a mystery holiday, I’d prefer putting a list of destinations in a hat myself and doing it that way.”

Jet2 boss Steve Heapy has issued an update to industry experts

Jet2’s boss has warned of a sharp drop in bookings to Cyprus and Turkey but said tourists could get special offers. CEO Steve Heapy said flights on these routes are becoming “empty” due to the uncertainty caused by the Middle East conflict.

The boss said demand is instead moving to destinations such as Spain and Italy. TTG reported that he spoke about the issue via video link at the airline’s annual conference in Cádiz in Spain.

He also warned hotel partners to not ‘get greedy’ in Spain and Italy and keep prices competitive. And he vowed to protect customers where that happened.

He said he expects holidays to Cyprus and Turkey to recover quickly once the war in Iran ends. “I think we should all be prepared for a fairly rapid end to the conflict and a fairly sharp recovery when that happens,” he said.

Heapy said: “Bookings to Cyprus and Turkey are drying up, cancellations are up and our aircraft are emptying.” He said Jet2 was working to cross-sell customers to western Mediterranean destinations where demand “seems to be OK”.

Heapy added that Cyprus remained a safe destination despite a drop in demand to the island, which has been targeted by Iran since America and Israel launched airstrikes on the Middle Eastern nation.

He said: “Cyprus is still far enough away that you can still travel. We’re doing what we can to understand what’s going on and how we can work our way through it.”

‘Special offers’ to lure more travellers to Cyprus and Turkey

He expects hotels in Cyprus and Turkey to introduce special offers in the weeks ahead to lure more tourists in. Speaking to travel agents at the conference, he said: “We’ll do what we can to work with you and fight to get through this the best we can,” he said. “Our job is to put our customers’ fears to one side and reassure them that these destinations are safe.

“We’re a very resilient industry. These events happen every couple of years, and I’ll do whatever I can to help all our of businesses navigate through this.”

TTG also reported that Phil Nuttall, CEO of Travel Village Group, said it is too early to offer a full assessment of the crisis’s impact. Yet he said possible price rises could create problems for many families.

Jet2’s head of overseas operations, Lee Davies, also said the operator was putting more resource into challenges arising from the conflict, TTG said. “We’ve had to adapt our service, especially across Turkey and Cyprus at the moment. We have our red team, we’ve increased our presence, we’re visiting hotels, reassuring customers.

“We’ve expanded our visiting times and ring-fenced our 24/7 team in the UK. We’re contingency planning in terms of disruption management, you always have to have a very solid plan behind the scenes ready to activate.”

He reportedly added: “You’ve got to understand why in their minds, wherever that destination is, that they possibly don’t want to travel.” He added that by helping customers now, even if they do not then travel, “they will come back”.