Few airlines are allowed to process their own customer's
luggage and baggage handling is very much a large centralised system operated by
airports, dealing with many airlines baggage at the same time. Please be assured
that everything possible is being done to ensure Jet2.com’s
customers’ luggage is handled appropriately.
Please ensure your baggage
is fit for purpose and sufficiently robust to protect the contents and to
withstand the normal baggage handling process. Soft sided cases and protrusions,
such as handles, wheels and locks, can be particularly vulnerable; as can
designer brands of luggage.
If you experience any loss, damage or delay
to your baggage you must in the first instance advise the ground handling staff
at your arrival airport and complete a Property Irregularity Report (PIR). If
your bag is delayed, they will endeavour to find your bag for 5 days and will
provide you with their local telephone contact number.
If, however, your
bag has still not been found after 5 days, Jet2.com Central
Baggage Services will take over the responsibility of looking for your bag. They
can be contacted on the following numbers:
• From within the UK: 0871
288 7362 (call charged at 10p per minute)
• From outside the UK: +370 523
63402 (local international rate)
The Call Centre is open 08:00 to
20:00hrs local UK time.
In addition, you will need to write to us at the
address below enclosing a copy of the completed PIR, baggage tag receipt and
original purchase receipts (to evidence the age and value of the item), within 7
days for damaged bags and within 21 days for delayed or lost
bags.
Customer Care Team
PO Box 314
Leeds
LS19 9DY
England
We aim to respond to you within 21 working
days.
Please note that Jet2.com will not accept
liability for valuable items (e.g. jewellery, cameras, laptops, cash, electrical
equipment, and documents) contained within any checked-in hold baggage because
it is permissible for such items to be carried within hand baggage in the cabin.
The limits of our liability in relation to baggage are as per the Montreal
Convention. We cannot consider claims where the original bag tag receipt is not
produced.
Under international convention, any payment that the carrier
is liable to pay for lost or damaged items is limited. This is why we strongly
recommend that you take out adequate travel insurance. We would suggest that you
try to pursue a claim with your travel insurer in the first instance as they are
more likely to offer a higher level of compensation than ourselves. As
Jet2.com is a low cost airline, committed to offering the best
fares to our customers by keeping our overheads as low as possible, we do not
consider claims for damage to baggage below 30GBP/ 40EUR/ 62CHF/ 990CZK/ 138PLN
in value.