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FAQS

Below you’ll find categories with the most frequently asked questions, If your question is not answered below, please either check our terms and conditions or send us an e-mail and we'll be happy to help!

Who are JetsGo Holidays?

JetsGo Holidays was established in 2014 and we specialise in holidays to Spain. Our team is made up of travel industry experts who live and breathe holidays, we enjoy providing them almost as much as going on them! With decades of experience working for some of the biggest and well known holiday brand names in the sector, our aim is to offer great value holidays and provide a fantastic, relaxed and fun service. We are a fully licensed and bonded holiday operator so all our holidays are 100% financially protected for your peace of mind. When you book one of our holidays we look after you from the beginning with our personalised service, best of all, you can secure your perfect holiday with just a deposit!

Am I financially protected?

Yes All our holidays are completely protected, you can have full confidence when you book with JetsGo Holidays! We are a fully licensed and bonded tour operator with licence number 678 issued by the Spanish Tourism Ministry, this means all our holidays are 100% financially protected for your peace of mind and that we comply with the European Package Travel Directive set by the European Commission which protects consumers EU wide purchasing travel products. You can read about your rights under the Package Travel Regulatons on the Which consumer website https://www.which.co.uk/consumer-rights/regulation/package-travel-regulations In the unlikely event of our company ceasing to trade customers would be able to claim their money back. If one of the suppliers we work with ceases to trade and this affects your booking, we will rearrange your booking for you at no extra cost. We recommend customers pay with a credit card as this offers full protection under the Consumer Credit Act and refunds can usually be issued quickly. We don't charge any extra fees for paying with a credit card so you can get the best and quickest financial protection possible.

How do make a booking?

You can make a booking easily online at Jetsgoholidays.com or by calling our travel team who will be happy to help you find the perfect holiday.

Can I pay just a deposit to book?

If you are booking with more than 8 weeks until your departure date, you may be offered the option of paying a deposit to secure your booking. If you select any special rate 'non refundable' hotel offers, these will require full payment in advance.
 
When you book less than 8 week before your departure date you will have to pay the total cost at the time of booking. Any outstanding balance must be paid no later than 8 weeks before your departure date.  If payment cannot be collected for the outstanding balance, your booking will be cancelled and you will forfeit any monies already paid.

Bookings can be made using a debit or credit card

Is payment secure?

Completely secure! We use the latest in internet security technology to encrypt your personal details and we work with one of the largest merchant banks in Europe to process our payments.

What about currency fluctuations?

The vast majority of the hotels we work with in Spain provide their pricing in Euros, when you do a search and book on our website in Pounds Sterling, we are converting that price from Euros to Pounds at the live rate, we add on a small margin to cover for small currency fluctuations as the currency rates change daily.
 
If there is a significant change in the Sterling and Euro rate between the time of booking and upto 30 days prior to departure, this could mean that the price you booked for in Pounds is now actually less than the cost price in Euros, we will absorb any increase equivalent to 3%, however if the costs rise above 3% we reserve the right to charge the difference in the currency valuation to you. If the price increases by more than 10% of the original price, you will have the option of changing your booking to one of equivalent value, or cancelling and receiving a refund.

When do I receive my tickets?

You will receive a confirmation e-mail with your booking reference number and summary of your booking once your first payment has been received.
 
Approximately 4 weeks before your departure date you will then receive your holiday vouchers which you will need to print off and take with you.

Can I make a change to my booking?

If you want to change your booking, we will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and to the transport or accommodation providers' own terms and conditions.
 
For any changes that can be made, we will charge the fee or price that applies on the day the change is made, together with an administration fee of £35 per booking. Remember any change to your departure date, airport, transport, destination, accommodation, or length of holiday has to apply to all members of your booking.
 
The lead passenger must give to us written notice to change a booking.

What if I want to cancel my booking?

You can cancel your booking at any stage, if you do decide to cancel you will have to pay cancellation charges as set out below. Cancellations must be notified to us by e-mailing a written request.
 
More than 70 days prior to departure:
Loss of all deposit (flights are non-refundable)

69-29 days inclusive prior to departure:
£100 administration fee per booking plus loss of all deposit as per above and any additional cancellation charges from suppliers (flights are non-refundable)

28 days inclusive prior to departure:
Full value of booking

If you have booked a low-cost airline flight with us, you maybe subject to additional cancellation fees if the airline ticket has been paid for in full by us on your behalf.

If you wish to cancel a singular part of your booking, either a component or a passenger, this may be subject to full cancellation terms as above.
 
Please be aware that flights are none refundable once paid for, however Government taxes can be refunded, refunds are subject to a £10 administration fee.
 
We strongly recommend customers purchase an adequate insurance policy when booking to provide cover in the event of cancellation.

What is the age for children and infants?

For flights purposes children are considered to be anyone between 2 and 15 years of age. Infants are those aged between 14 days and the day before their 2nd birthday.
 
Due to medical reasons we cannot accept any infants younger than 14 days old on flights.

Each hotel sets their own child age policy, discounted rates are generally offered for children under 12 years of age and infants go free. 
 
The prices displayed will be inclusive of any discounts or free child place promotions that maybe offered by the hotel.

Can children travel unaccompanied?

Unfortunately children under 16 years of age cannot travel unaccompanied. Children under 16 years of age must be accompanied by someone 16 years or over.
 
Any booking made for a person under 18 years of age travelling unaccompanied must be made by someone 18 years or over who has authority to accept the terms & conditions on their behalf. Written consent will also need to be given by their parent or guardian to travel. Spanish children under 18 will require an authorisation form from their local police station to travel unaccompanied.
 
If booking accommodation it is advisable to check the hotels policy on under 18’s staying unaccompanied before booking.

Do I have to pay to take a bag and what is the allowance?

If you are booking a JetsGo package holiday with our own charter flights, customers receive a complimentary hold baggage and cabin baggage allowance. Cabin baggage must not be larger than 55cm x 45cm x 25cm. In addition a small handbag or any reasonable sized purchases made within the terminal may be taken onboard in a separate carrier bag.   If you book a package with a low-cost airline flight, the airline will charge extra for a hold bag and you can see the costs to add a bag by clicking on a deal and looking at the optional extras. Generally flight only bookings will not include any hold baggage allowance.   Baggage will be weighed at the airport. Cabin baggage over the assigned weight or size will need to be checked in, which will be subject to additional fees. Any excess on checked baggage may also be subject to a fee per kilo each way.

What are the baggage restrictions?

Restrictions are in place on liquids and any liquids placed into cabin baggage must meet the following requirements:
 
The liquid is in a container with a maximum volume of 100 ml

All liquid containers meeting the maximum volume of 100ml can be fitted comfortably into a transparent, re-sealable 1 litre plastic bag.

The above restrictions do not affect liquids being carried in checked baggage.
 
The following dangerous articles are not permitted in baggage whether cabin or checked baggage:

Compressed gas and ignitable devices
Flammable liquids
Poisons
Radioactive material
Bleach
Firearms and explosives
Matches and lighters
Infectious substances
Acids
 
In addition the following articles are prohibited from being carried either on the person or in cabin baggage:
 
Toy or replica guns (plastic or metal), catapults, household cutlery, knives with blades of any length, paper knives, razor blades, trades mans tools, darts, scissors, tweezers, hypodermic syringes (unless medical reason), knitting needles, sporting bats, billiard, snooker or pool cues, this list is by no means exhaustive.

What time does check-in open and close?

Check-in desks will open 2 hours before the scheduled departure time and will close promptly 45 minutes before the scheduled departure time. All passengers should present themselves at the appropriate check-in desks within plenty of time. To ensure there are no delays passengers arriving after the desks have closed will not be accepted for travel so please arrive early.
 
Please check the check-in screens for your destination and flight number which will display the appropriate check-in desk number for your flight.
 
After receiving your boarding card, please proceed immediately to the departure lounge via the security search area. Please note all passengers will be subject to security screening, refusal will result in you not being allowed to travel.
 
We recommend passengers arrive 2 hours before the scheduled departure time.

What documents do I need?

You will be e-mailed all your travel documents around 4 weeks before you are due to fly, you should print these and bring them with you.
 
In order to comply with immigration rules, passengers also need to present at check-in a valid passport or Government issued national identity card and any necessary visas. The name on your booking must match the name on your identification. Please note that if your identification is damaged in any way it may not be accepted and you will not be allowed to travel.

What time should I be at the boarding gate?

You should be at the boarding gate no later than 30 minutes before the departure time to ensure no delays are caused to the flight. Please check the airport information screens to see which gate your flight is departing from and the estimated departure time.

What are the seating arrangements?

Seats will be assigned at online check-in stage or at the airport on a first-come, first-served basis depending on the airline unless otherwise advised. There is also the opportunity to upgrade to extra leg-room seats which offer extra space and comfort during the flight. The extra legroom seats are only available to able bodied passengers over 12 years of age.

What food and drinks are available onboard?

A fully stocked bar with drinks and snacks is available on flights for customers

What do I need to check-in at the hotel?

You will receive your accommodation voucher with your holiday documents approximately 2-4 weeks prior to departure. You will need to present the voucher to the reception desk who will check you in, most accommodation providers also require an identification document such as your passport if you are abroad, they may take a copy of it or record your details from it on their system.

What if I have a problem at the hotel?

If you have an issue at your hotel, we recommend you speak with the reception desk first to attempt to resolve it, failing that ask to see the hotel manager. If your issue still remains unresolved after speaking with the manager, please call us and we will attempt to assist you where possible.
 
If the hotel is simply not to your liking, we can look to arrange an alternative hotel for you, however you will be liable for additional charges for a new hotel booking.

What happens with my transfers?

You will receive your transfer vouchers in your holiday documents, your coach or minibus will be waiting for you upon arrival. You will find instructions for locating your transfer vehicle in your documents.
 
All transfer times are estimated by the transfer operator and are not guaranteed.
 
Your drop off point may not be right outside your hotel, however will be nearby, a single drop off point is sometimes used for hotels that are located close to each other.

For your return transfer, the pickup point will be at the same location, we will text you the day before you are due to leave with your estimated pick-up time. You can also call the number on your transfer document to confirm your time from 24 hours prior.

I suffer from a nut allergy, will there be nuts onboard?

Passengers that suffer from nut allergies should advise the cabin crew when boarding, the crew may decide to make an announcement to ask other passengers to reframe from eating them, however there is no guarantee nuts will not be onboard.

I need mobility assistance at the airport, what should I do?

If you require any assistance, e.g. use of a wheelchair at the airport, or assistance onto the aircraft, please ensure you select yes on the require mobility assistance check-box on the checkout page, or inform us on the phone at the time of booking. We would ask that if your requirement is substantial that you please notify in advance with details.   It is possible to arrange for mobility assistance from the airport car park right through to boarding the aircraft.

I have an illness, can I still travel?

Passengers suffering from severe infectious diseases are not permitted to travel.
Minor infectious diseases will require a medical note from a GP confirming fit to fly. The below guidelines explain when a passenger is considered fit to travel.
 
Rubella: passengers can be accepted for travel 4 days after the appearance of the rash.
Measles: passengers can be accepted for travel 7 days after the appearance of the rash.
Mumps: passengers can be accepted for travel when all swelling has subsided. This is usually after 7 days however it can take up to 14 days.
Chicken pox: passengers can be accepted for travel 7 days after the appearance of the last new spot.
 
Passengers suffering from viral infections such as influenza should avoid travelling until symptoms have passed.
 
Asthma sufferers are able to carry inhalers and/or nebulisers provided that these do not contain oxygen cylinders. Passengers suffering from severe asthma will require a note from their GP confirming they are fit to fly.

What are the pregnancy restrictions?

Pregnant passengers can fly up to 27 weeks without a medical certificate, after this period a medical certificate issued by a doctor or midwife is required. Travel is not permitted after week 36.

No or few results showing on a search?

If you do a search and receive no or few results for a holiday, it is likely to be because the hotels and apartments are not accepting the number of people in a room you are searching for.
 
Hotels have specific maximum room occupancy for adults and children and these differ between each hotel, some hotels may allow 2 adults and 2 children, but not 4 adults in the same room for instance, some hotels may also restrict the number of teenagers allowed in a room and class them as adults. For most hotels, children are considered 12 and under.
 
If you find your search gets no or very few results then please contact us as we maybe able to help. We also suggest you could try adding a second room to your search, i.e. for a family of 2 adults and 4 children, try two rooms with 3 in each instead, this should give you a much larger selection of hotels.