BUZZ REGULATIONS ON SPECIFIC ISSUES
1. AIR CARRIER LIABILITY FOR PASSANGERS AND THEIR BAGGAGE
The information in this regulation summarises the liability rules which all community air carriers (airlines that are based in the EU, EEA or Switzerland) must follow under EU laws and regulations, and the Montreal Convention 1999.
Selected provisions of these Regulations, including the method of booking, the method of check-in, baggage allowances, airport check in fee, refund policy, changes of date, direction, fare (Regular, Plus, Flexi Plus and Family Plus) and discounts, do not apply to Passengers wo purchased a ticket through a tour operator. The above issues are determined by the agreement between the Passenger and the tour operator.
1.1 Compensation in the event of death or personal injury
There are no financial limits to the compensation we may have to pay for the death of or injury to a passenger. We must pay claims for compensation of up to 128,821 SDR. We can dispute claims for compensation of 128,821 SDR or more if we can prove that we were not negligent or otherwise at fault.
1.2 Advance payments
If a passenger is killed or injured, we must make an advance payment to cover immediate financial needs of the person entitled to compensation. We must make the payment within 15 days from the date the person who is legally entitled to compensation is confirmed. An advance payment resulting from a passenger’s death must be at least 16,000 SDR.
1.3 Passenger delays
In the case of passenger delays, we are liable for loss, damage, death or personal injury unless:
- we took all reasonable measures to avoid the loss, damage, death or personal injury; or
- it was impossible for us to take the measures necessary to avoid the loss, damage, death or personal injury.
Our liability for passenger delay is limited to 4,694 SDR.
1.4 Baggage delays
In the case of baggage delays, we are liable unless:
- we took all reasonable measures to avoid the delay; or
- it was impossible for us to take the measures necessary to avoid the delay.
The liability for baggage delay is limited to 1,288 SDR..
1.5 Loss of or damage to baggage
We are liable, up to a limit of 1,288 SDR, for the destruction of, loss of or damage to baggage. In the case of checked-in luggage, we are liable even if we were not at fault, unless the luggage was faulty or unsuitable. In the case of carry-on baggage, we will only be liable if we were at fault.
1.6 Time limits for claims for delayed, lost or damaged baggage
When you report delayed, lost or damaged baggage at the airport, this is not a claim for compensation. You must make a claim direct to us within the time limits shown below, which are set by the Montreal Convention 1999.
- You must report damaged baggage at the airport straight away and make your claim to us within seven days from then;
- You must report lost baggage at the airport straight away and make your claim direct to us within 21 days from the date the baggage was placed at your disposal
1.7 Higher limits for baggage
Under the Montreal Convention1999, OUR liability for lost, delayed or damaged baggage is limited to 1,288 SDRs (approximately €1,600) for each piece of luggage. You can increase our liability for checked-in luggage at the ticket desk by making a special declaration of interest in delivery at destination before checking in your baggage and paying a fee of €50/£50 (or the equivalent in your local currency), plus VAT for domestic flights. You must pay the fee for each passenger per one-way flight. This fee raises our limit of liability for checked-in luggage to 2,262 SDR (approximately €2600).
1.8 Liability of different carriers
If the air carrier you flew with is not the same as the air carrier shown on your ticket, you can claim compensation from either airline..
1.9 Time limits for claims
You must make any claim within two years from the date the plane arrived at the relevant airport, or the date the plane should have arrived at the airport.
1.10 Basis of the information above
The rules above are based on the Montreal Convention 1999.
2. TRAVEL DOCUMENTS – PHOTO ID
It is each passenger’s responsibility to carry photo ID which meets the requirements of Ryanair, immigration and other authorities. You must pay any amounts we are charged as a result of a passenger in your party not carrying the necessary photo ID. Before travelling, please always check the requirements of the country of destination.
2.1 INTERNATIONAL FLIGHTS
- Photo ID accepted
- A valid passport (Note: all non-EU passport holders, travelling into a Schengen member country* are obliged to ensure that their passport is valid for at least 3 months from the date of their departure from the Schengen member country. This requirement does not apply to holders of a Schengen issued residence permit or long-term visas).
- For travel outside the EEA (European Economic Area), the passport must be valid for the period of the intended stay except for the below countries:
- For travel to Jordan, the passport must be valid for at least six months beyond the period of intended stay (for holders of Italian passport, three months beyond the period of intended stay);
- For travel to Turkey, the passport must be valid for at least 150 days from the arrival date;
- For travel to Montenegro, the passport must be valid for at least 3 months beyond the period of intended stay;
- For travel to Bosnia and Herzegovina, the passport must be valid for at least 3 months beyond the period of intended stay;
- For travel to Egypt, the passport must be valid for at least six months from the arrival date.
- UK passport holders travelling into a Schengen*/EU member country (excluding Ireland) as of 1st January 2021 must make sure that their passport:
- is valid for at least three months from the date they will leave the Schengen member country unless the person has a Schengen-issued residence permit or long-term visa.
- was issued within the previous 10 years upon the date of arrival unless the person holds a Schengen-issued residence permit or long-term visa, in which case no specific passport validity requirements apply.
- From 1st October 2021, nationals of the EEA/EU or Switzerland travelling to the UK must be in possession of a valid passport, as National ID cards issued by the EEA/EU and Switzerland are no longer acceptable to enter the UK (unless you hold a form of residence status in the UK). For more information, please visit the UK Government’s official website via the link below: https://www.gov.uk/guidance/passport-rules-for-travel-to-europe
- A valid National Identity Card issued by the government of a EU or EEA country, or Switzerland**.
- The following countries accept national identity cards issued by the Government of an EEA Country:
- Bosnia and Herzegovina, Serbia, and Montenegro;
- Egypt, if ID card issued by Belgium, France, Germany, Italy, Portugal;
- Turkey, if ID card issued by Belgium, Bulgaria, France, Germany, Greece, Hungary, Italy, Lichtenstein, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Spain, Switzerland;
- Georgia (except ID cards issued by Denmark and Norway)
- An Irish Passport Card (only for Irish citizens travelling within the EU, the EEA, and the UK).
- A valid Greek National Police identity card (only for travelling within the EU).
- A valid UN Refugee Convention Travel Document – (issued under Article 28(1) of the 1951 UN Convention, by a Government in place of a valid passport).
- A valid Convention Travel Document – (issued under Article 27 of the 1954 UN Convention for Stateless Persons, by a contracting state in place of a valid passport).
- A valid collective passport issued by an EU/EEA country.
- The following countries accept national identity cards issued by the Government of an EEA Country:
The country of destination may also require a valid VISA in addition to a valid photo ID. Please check VISA requirements with the local embassy or consulate.
Special requirements for minors under the age of 18
Any children included in the parent’s passport must have their own visa (if required) and must be travelling with the adult named in the visa.
Some countries’ immigration departments may require additional documentation for children aged below 18 years, who are travelling abroad and unaccompanied. Please, check with the Consulate or Embassy of the country they are planning to visit and/or via the IATA Travel Centre, requirements and the extra documentation that minors may need.
Some non-exhaustive examples of accepted documents are as follows:
- A valid ‘Kinderreisepass’: travel document issued to children under 16 by the German Government.
- French residents under the age of 18 who are travelling without a parent or guardian must show a completed AST (Autorisation de sortie du territoire), and the documents specified in the AST.
- Italian citizens under the age of 14 who are travelling with the new-style ID card ‘Carta d‘identità’ and with one or both parents can travel on EU and Schengen* flights without any other documents if the parent’s or guardian’s name is mentioned in the ID card. Otherwise, the parent or legal guardian must carry the child’s birth certificate or family status certificate. If the child under 14 is travelling with the new-style ID card, with a person who is not their parent or legal guardian, the child must have a “dichiarazione di accompagnamento” signed by both parents or the legal guardian and stamped by the passport authority.
- Portuguese residents under 18 who are flying between Portugal and a non-Schengen member state*, and are not with a parent or legal guardian, need a travel authorisation. This must be signed by both parents or a legal guardian. If the parents or legal guardian live in Portugal, the signatures (or signature) must be notarised (signed by a person who has legally certified parental responsibility and to confirm that the signatures are authentic). If the parents or legal guardian do not live in Portugal, the signatures (or signature) must be confirmed as authentic by a Portuguese embassy or consulate in the country where they live. This travel authorisation is also needed when minors are accompanied by someone who is not a parent or legal guardian. In this case the travel authorisation must also clearly show the name of the person. Foreign minors under 18 years and travelling alone may be refused entry if they do not have anyone in Portugal taking responsibility for their stay.
- Spanish resident children under the age of 18 who are travelling without their parents/legal guardians must have a form (collected from their local police station or other appointed Spanish authority) of written authorisation to travel from their parents. This form will need to be presented at the passport control. In the case of foreign minors residing in Spain, their legal representatives must complete appropriate documentation in accordance with their national legislation before the competent consular authorities.
2.2 DOMESTIC FLIGHTS – ACCEPTED DOCUMENTS
|FRANCE||Aged 18 or over
||Aged under 13
Aged 13 to 18
|GREECE||Aged 12 or over
|Aged under 12
|ITALY||Aged 15 or over
||Italian citizens aged under 15
EU citizens and Schengen citizens* aged under 15
|SPAIN||Spanish citizens aged 15 or over
Citizens of the EU, a Schengen country* or Andorra, aged 15 or over
Third country citizens*** aged 15 or over
|Spanish citizens aged under 15
Spanish citizens aged 16, 17 or 18 travelling without an adult aged 18 or over
Citizens of the EU, a Schengen country* or Andorra, aged under 15
Third country citizens*** aged under 15
|SWEDEN||Aged 18 or over
||Aged under 18
|UK||Aged 16 or over
||Aged under 16 and travelling with an adult aged 16 or over
|POLAND||Aged 18 or over
||Aged under 18
|PORTUGAL||Aged 18 or over
||Aged under 18
|GERMANY||Aged 18 or over
||Aged under 18
|ROMANIA||Aged 18 or over
||Aged under 14 and travelling with an adult aged 18 or over
|IRELAND||Aged 18 or over
||Aged under 18
National identity card issuing countries
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland
Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and Switzerland
Any countries outside of the EU/EEA – (incl. UK as of 1 January 2021).
3. BAGGAGE ALLOWANCES
3.1 Carry-on baggage
In the case of Passengers who have purchased a ticket through a tour operator, the following issues are determined by an agreement between the Passenger and the tour operator. Regardless of the contract, the number of hand luggage may not exceed 2 pieces per Passenger.
Each passenger can take one small item of carry-on baggage (up to 40cm x 20cm x 25cm) on the plane with them. Our small bag sizers measure 42cm x 20cm x 30cm.
There is no carry-on baggage allowance for children under two who do not have their own seat reserved and will travel on an adult’s knee. However, the adult can carry a baby bag weighing up to 5kg as well as their own carry-on baggage.
3.2 Priority & 2 cabin bags and 10kg check in bag
Passengers who have booked Priority & 2 Cabin Bags (including those with a Regular or Flexi Plus ticket, and those who purchased a Plus ticket prior to 11 December 2019) can take a small carry-on bag (up to 40cm x 20cm x 25cm) and a large item of carry-on baggage (weighing up to 10kg with maximum dimensions of 55cm x 40cm x 20cm) on the plane with them, unless we have good reason to place the large item of baggage in the hold. In this case, take any valuables out of the baggage.
You can choose and pay for Priority & 2 Cabin Bags when you make your booking, or through the Ryanair app up to 40 minutes before the scheduled departure time.
The current fee for Priority Boarding can be found in the Table of Fees.
If you book a 10kg Check-in Bag (with maximum dimensions of 55cm x 40cm x20cm), you can take your small carry-on bag on the plane with you, but must check the large item of baggage in at the bag-drop desk before you go through security. The terms and regulations relating to checked-in luggage will then apply to that item of baggage.
The current fee for 10kg Check-in Baggage can be found in our Table of Fees.
After you have made your booking, you can add 10kg Check-in Bag to your reservation through the ‘Manage my bookings’ section of our website up to 2 hours before the flight’s scheduled departure time, or through the app up to 40 minutes before the scheduled departure time.
Non-priority customers who have not added a bag to their booking can still purchase a 10kg Check-in Bag at the airport bag drop desk or at the boarding gate for €/£46.00. In this case, take any valuables out of the baggage.
If your carry-on baggage is too large it will not be allowed through the boarding gate. In this case it will be placed in the plane’s hold and you will have to pay a fee of €/£70.00 (plus VAT on domestic flights).
If you are not sure whether you can carry-on baggage is too big, check at the bag-drop desk before you go through security.
3.3 Checked in baggage allowance
In the case of Passengers who have purchased a ticket through a tour operator, the following issues are determined by an agreement between the Passenger and the tour operator. Regardless of the contract, the number of checked baggage may not exceed 3 pieces per Passenger.
Each passenger can check in up to three items of luggage, each weighing up to 20kg, if you:
- choose a checked-in baggage allowance of 20kg for each item of luggage to be checked in; and
- pay the 20kg check-in bag fee for each item of checked-in luggage;
when you make your booking.
The fee has to be paid for each one-way flight (outbound and return).
After you have made your booking, you can add checked-in luggage to your reservation, through the My Bookings section of our website, up to two hours before the flight’s scheduled departure time.
The fees for checked-in luggage are higher through a Ryanair call centre or at the airport, at peak travel periods such as Christmas, Easter and the summer, and on certain routes. The fees you have to pay are the ones that apply at the time.
The current fee for a 20kg baggage allowance is given in our Table of fees.
3.4 General rules for checked-in luggage
You can share any checked-in baggage allowance you have paid for with a baggage being checked in, at the same time, by other passengers included in your booking.
If an item of baggage weighs more than your checked-in baggage allowance, you will have to pay an excess-baggage fee. This is currently €11/£11 (or the equivalent in the local currency) for each kilogram over the allowance.
At airports with self-service kiosks, you must have paid any fees for checked-in baggage and excess baggage, as handed over your checked-in luggage at a bag-drop desk at least 40 minutes before the scheduled departure time for your flight.
3.5 Express bag drop
If you purchase checked luggage with a standard fare or as part of a fare bundle, you may avail of Express Bag Drop for a fee of €5 (see Table of Fees). Express Bag Drop will allow you to skip the queue at the standard bag drop desk and drop your bag at the Flexi Plus desk instead.
Express Bag Drop must be purchased for all check-in bags on the booking. You may not purchase it for selected check-in bags.
It is available on selected routes only and may be purchased on the website during booking flow.
Express Bag Drop is not available to bookings with Erasmus discount.
Express Bag Drop is not available on Spanish subsidised tickets.
3.6 Pushchairs etc.
You can check in one fully collapsible pushchair (including double pushchairs), travel system or baby sling per child, plus one car seat, booster seat or travel cot, free of charge. You can book online to check in other items of equipment for babies and toddlers (with a maximum weight of 20kg per item). The fee for this is €15/£15 per piece per one-way flight (outbound and return).
3.7 Sporting equipment and musical instruments
Sporting equipment (including large fishing rods, golf clubs, bikes, scooters, fencing equipment, pole vaults, javelins, surfboards, bodyboards, snowboards and skis) and large musical instruments (including harps, double bass and drums) are unsuitable for being carried in the cabin on our flights. However, for a fee, these items, each weighing up to 20kg, can be carried in the hold (though not part of your checked-in baggage allowance).
Note: bicycles carried in the hold must be in a protective box or protective bike bag. We cannot carry electric bicycles on our flights.
If any sporting equipment or musical instrument weighs more than 20kg, you will have to pay an excess-baggage fee.
Smaller musical items (such as guitars, violins or violas) larger than 40cm x 20cm x 25cm can be carried in the cabin on a seat you have reserved and paid the appropriate fare for. You do not get extra baggage (carry-on or checked-in) for the extra seat.
To book an extra seat for an item, for the passenger’s name type in ‘ITEM SEAT’ as the surname and ‘EXTRA’ as the first name. ‘EXTRA ITEM SEAT’ will then be shown in your booking and on the online boarding pass. When checking in online, for the extra seat you must enter the details of your travel document. If you have booked an extra seat for an item or your comfort, you cannot reserve a seat in emergency rows 1, 16 and 17.
For health and safety reasons, items weighing more than 32kg or with dimensions of more than 81cm x 119cm x 119cm cannot be taken on the plane or carried in the hold. This weight limit does not apply to mobility equipment.
We are not liable for any loss of or damage to items as a result of any flaw or fault in, or the poor condition of, the baggage. We will also have no liability for fragile items, perishable items or items that are packed in an unsuitable way.
You must keep to Article 8 of these General terms and conditions of carriage, which relate to baggage.
4. BABIES, CHILDREN AND FAMILY BOOKINGS
4.1 Unaccompanied children
We do not carry unaccompanied children under 16. We cannot provide an escort or special facilities.
If you want a child passenger to travel with an adult (aged 16 or over) who is already booked on a flight, you must make a new reservation for the child (as if they were an adult) and then link it to the existing reservation. You can only link reservations by contacting us on live chat or calling the call centre. You cannot link bookings at the airport. Click here for further details on how to contact us.
You can link bookings up to four hours before the scheduled departure time. Linking the bookings is free if the existing booking was made less than 24 hours beforehand. After 24 hours you would need to pay a booking fee (€30/£ 30).
Children you made a separate reservation for cannot check in online and must check in at the airport desk while you (or another adult travelling on the linked booking) are present.
If you do not follow the above procedure for linking bookings, the child will not be able to get on the plane.
We do not carry babies less than eight days old. For safety reasons, babies (aged 8 days to 23 months):
- must sit on an adult’s lap using an infant seat belt provided by the cabin crew; or
- can travel in their own seat in an approved forward-facing car seat or using an Amsafe CARES child restraint (if they are 12 months or older).
To book a seat for the baby, phone a call centre or have a live chat with an agent online. A full fare has to be paid for a seat for a baby. Click here for further details on how to contact us.
The infant fee for each baby travelling on an adult’s lap is €/£25 (or the equivalent in the local currency) for each one-way flight.
There must be at least one adult for each baby in your booking.
For each baby in your booking, you can take a baby bag weighing up to 5kg (as well as your own carry-on baggage) on the plane.
4.3 Reserved seats for family bookings
If your booking includes a child (or children) aged over 23 months but under 12, you must pay to reserve a seat. The child (or children) in the booking will get a free reserved seat with you. A maximum of four children for every one adult on the booking will get a free reserved seat. No other adults or teenagers in the booking need to reserve a seat, but they can choose to if they want to be sure of sitting with the children.
The price for reserving your seat in rows 18 to 33 starts at €4/£4. If you reserve a seat in a different row, you will be charged the difference in price for your seat. Children will be charged the full price of these seats.
If, due to high demand, seats in rows 18 to 33 are not available for everyone in your booking, all adults who need to reserve a seat to travel with a child can reserve a seat in rows 11 to 15 for the difference in price, or try different travel dates. The child’s reserved seat will still be free.
If there are not enough seats in rows 11-15 for everyone in your booking, all adults who need to reserve a seat to travel with a child can reserve a seat in rows 6 to 10 for the difference in price.
If, on the flight you want, there are not enough seats available for everyone in your booking to sit together, you can choose a different flight.
5. REGULAR, PLUS, FAMILY PLUS AND FLEXI PLUS FARES
5.1 Regular fare
From 11 December 2019, Regular fares are available on all flights and must be paid for all passengers and flights in your booking.
Regular fares are only available when you make your booking online and may not be purchased through call centres/airports. Also, you cannot upgrade to Plus or Flexi Plus at a later stage.
All Regular fares are non-refundable, except where clause 4.2, 10.2, 10.3, or 10.4 of our General terms and conditions of carriage apply.
The following services are included in Regular fares:
- A reserved standard seat
- Priority and 2 cabin bags
Regular fares are not available to booking with Erasmus discount.
From 11 December 2019 Plus fares are available on all flights and must be paid for all passengers and flights in your booking.
Plus fares are only available when you make your booking. Also, you cannot upgrade to Flexi Plus at a later stage.
All Plus fares are non-refundable, except where clause 4.2, 10.2, 10.3, or 10.4 of our General terms and conditions of carriage apply.
The following services are included in Plus fares:
- One small bag
- One 20kg item of checked-in luggage
- A reserved standard seat
- Free check-in at the airport. Free airport check-in will only be available for those passengers who have booked Flexi Plus via the official Ryanair website or App. Bookings made through online travel agents are expressly excluded from this service.
Plus fares are not available to booking with Erasmus discount.
Plus fares will not be available to bookings with connecting flights.
5.3 Family plus
Family Plus fares are available on all flights for bookings up to six passengers with at least one child or teen.
All Family Plus fares are non-refundable, except where clause 4.2, 10.2, 10.3 or 10.4 of our General terms and conditions of carriage apply.
The following services are included in Family Plus fares:
- Two 20kg item of checked-in baggage
- A reserved standard seat for €4 for all adults and teens on the booking who are not required to reserve a seat.
- One 10kg check-in bag for any passenger on the booking
Family Plus fares are not available on Spanish subsidised routes.
5.4 Flexi plus
Flexi Plus services are available on all flights and must be chosen for all passengers and flights in a booking. You can only buy these fares at the time you make your booking.
All Flexi Plus fares are non-refundable, except where clause 4.2, 10.2, 10.3 or 10.4 of our General terms and conditions of carriage apply.
The following services are included in Flexi Plus Fares:
- Free check-in at the airport. Free airport check-in will only be available for those passengers who have booked Flexi Plus via the official Ryanair website or App. Bookings made through online travel agents are expressly excluded from this service.
- Any reserved seat
- Priority and 2 cabin bags
- Flexibility on changes to tickets
- Fast-track security service at the following airports:
London Stansted, Brussels Charleroi, Milan Bergamo, Barcelona, Malaga, Birmingham, Manchester, East Midlands, Glasgow, Edinburgh, Frankfurt Hahn, Hamburg, Stuttgart, Eindhoven, Brussels (Zaventum), Stockholm (Skavsta), Budapest, Warsaw Modlin, Liverpool John Lennon, London Gatwick, Rome Ciampino, Rome Fiumicino, Cologne/Boon and Athens.
Flexi plus – changing your booked flights or route
With a Flexi Plus fare, you can change your booked flight on the day of travel, free of charge, to a flight on the same route as your original flight (if a seat is available). If you change your booked flight on the day of travel to a flight on a different route you will not have to pay a flight-change fee, but you must pay any difference in the fare. If you are changing to a later flight, you can make the change up to one hour before the departure time of the original flight. If you are changing to an earlier flight, you can make the change:
- Up to 40 minutes before the new flight if you make the change at the airport ticket desk; or
- Up to one hour before the new flight if you make the change through a contact centre.
Changing your booked flight or route before the day of travel
If you change to a flight departing one day or more before or after the original flight, you will not have to pay a flight-change fee, but you must pay any difference in the fare. You can make the change up to one hour before the departure time of the original flight. If you are changing to an earlier flight, you can make the change:
- up to 40 minutes before the new flight if you make the change at the airport ticket desk; or
- up to one hour before the new flight if you make the change through a contact centre.
If you have already checked in online for the original flight, you will need to contact us to uncheck that flight before you can make the change. With a Flexi Plus ticket you can check in at the airport free of charge.
You can change the route of all flights in a booking online through My bookings section. However, once you have taken the outbound flight, you can only change the route of the return flight at an airport ticket desk or through a call centre. You can only change the route between the same departure country and destination country.
When you change a flight, the services included in Flexi Plus are transferred to the new flight (if those services are available for that flight). If a service cannot be transferred, you will not get a refund of any part of the Flexi Plus fare.
Flexi plus – name changes
Regulation 13 still applies to name changes, and you will need to pay the appropriate fee.
6. PASSENGERS WITH DISABILITIES OR REDUCED MOBILITY
6.1 Notice under EC regulation 1107/2006: Carriage of Disabled Persons and Persons with Reduced Mobility
We are committed to making it possible for people with disabilities, or those with reduced mobility (that is, difficulty getting on or off the plane, into or out of a seat, or moving around the cabin), to take our flights. There may be limitations due to safety regulations and circumstances such as the type of plane, the layout of the cabin, the total weight or number of passengers the plane can carry, the number of passengers crew members could manage to help in an emergency evacuation, and any other matters relating to emergency procedures. In exceptional cases, you may not be allowed to board the plane if this would put the plane, other customers, the crew or yourself at risk. Our special assistance team, will assess your particular situation to try to meet your needs as best as possible and will tell you about any limitations that may apply.
6.2 Seating restrictions for certain categories of passenger
In line with regulatory requirements (CAT.OP.MPA.155), cabin crew must make sure that access to emergency equipment, and escape routes, must not be obstructed. This may mean that you may not be allowed to sit on, or may be moved from, certain seats.
For safety reasons, if you need a type of special assistance listed in 6.3 below, you must have a seat next to a window (unless someone you are travelling with is in the window seat or the number of passengers on the plane allows for an empty seat between you and the window).
If you have limited mobility in the cabin, are on oxygen because of a medical condition, or will be using an Amsafe restraint, Crelling harness, GoTo seat, Burnett Body Support or Meru chair, you and one person you are travelling with can be allocated suitable seats, free of charge, if you call or email the Special Assistance Team. You cannot be allocated a seat for free next to an emergency exit or in a priority or extra-legroom seat.
If you arrange a suitable seat through the Special Assistance Team, you will be taken to your seat after the other passengers have boarded the plane.
The minimum distance between our seat rows, measured from the back of one seat to the back of the seat in front, is 73.66cm (29 inches). The minimum seat width between the armrests is 39.37cm (15.5 inches). The minimum size of our plane doors is 76.2cm x 165.1cm (30 x 65 inches). If the size of our seats or plane doors are unsuitable as they do not meet your needs, we will not let you board the plane.
6.3 Types of special assistance needed
For passengers travelling with guide dogs or assistance dogs
- Assistance type BDGR
Passenger who is travelling with a guide dog or assistance dog and who needs:
- someone to walk with them through the airport (departure and arrival) to their seat on the plane; and
- a separate safety briefing from cabin crew.
- Assistance type PETC
Passenger who is travelling with a guide dog or assistance dog but does not need help through the airport.
For passengers with limited or no mobility in the cabin
- Assistance type WCHC
Passenger who needs help through the airport (departure and arrival), getting on and off the plane, and getting into and out of their seat on the plane.
- Assistance type WCHS
Passenger who needs help through the airport (departure and arrival), and up and down the steps to the plane.
For passengers with learning disabilities
- Assistance type DPNA
Self-reliant passenger (see regulation 7.1) with a learning disability who:
- can understand and respond to safety instructions; and
- needs help through the airport (departure and arrival) to the boarding gate.
For passengers who are blind or partially blind
- Assistance type BLND
Blind or partially sighted passenger who needs:
- someone to walk them through the airport (departure and arrival) to their seat on the plane; and
- a separate safety briefing from the cabin crew.
6.4 Reserving special assistance at the airport
If you need special assistance at the airport you can book this on our website up to 48 hours before your flight. After this time, you can book special assistance up to 12 hours before the scheduled flight departure by contacting our Special Assistance Line. By this time the assistance you need may not be available, but the staff at the airport’s special-assistance desk will do everything reasonably possible to help you.
If you have booked special assistance, you must go to the airport’s special-assistance desk two hours before the scheduled flight departure. You should then arrive at the boarding gate at least 30 minutes before departure.
You need to keep your boarding pass or special assistance receipt to show at the destination airport so you can get special assistance there.
Important: If you have not contacted us and are carrying two pieces of carry-on baggage (not counting medical equipment), they will be charged the relevant check-in bag fee, unless they have priority boarding or 10kg Check-in bag on their boarding pass.
6.5 Travelling with mobility aids or medical equipment
If you have reduced mobility you can take two pieces of mobility equipment, plus medical equipment you need for the duration of your stay, on the plane free of charge.
If you want to have medical equipment in your checked-in luggage, you must contact our Special Assistance Line to get a ‘checked baggage waiver’ letter to show staff at the
If you want to take medical equipment on the plane as carry-on baggage, you must contact our Special Assistance Line to get a ‘cabin baggage waiver’ letter to show staff at the boarding gate.
6.6 Aisle wheelchairs and toilets
We have aisle wheelchairs available on all our planes and our crew are trained in using them to help passengers with reduced mobility get to and from the toilet door.
There are three toilets on our planes – two at the back of the plane and one at the front – and they all have a grab rail.
7. PASSENGERS WHO NEED TO BY ACCOMPANIED BY AN ADULT
If you are not self-reliant (see below), you must travel with an able-bodied adult aged 16 and over who could provide any help you need with the tasks listed in 7.1.
7.1 Guidelines on being self-reliant
The information below on being self-reliant is set out by the UK Department for Transport –Access to Air Travel for Disabled People: Code of Practice (July 2008) and in the European Commission’s guidelines on applying EC regulation 1107/2006 (2012).
Each passenger must be self-reliant by reference to all of the categories listed below. If not, then he/she must travel with an able bodied, accompanying adult aged 16 and over who is capable of providing the assistance required. Otherwise, the passenger will be denied boarding.
To be self-reliant, you must be able to:
- Fasten/unfasten your seatbelts wen instructed to do so by crew
- Fit the lifejacket unaided when instructed to do so by crew;
- Put an oxygen mask on unaided when the crew says to do so; and
- Understand the safety briefing and any advice and instructions the crew could give in an emergency situation.
You must also travel with an adult if you need help with any of the following areas to travel with a personal assistant. Failure to do so will lead to denied boarding or relevant services if we believe that the passengers’ carriage may pose a risk to crew or aircraft safety.
- Feeding; (passengers must be able to feed themselves unaided);
- Using the toilet; (passengers must be able to use the toilet facilities unaided); or
- Taking medication or performing medical procedures (passengers must be capable of administering their own medicines and medical procedures).
If you are travelling with an accompanying adult because you have a disability or reduced mobility, we will do our best to make sure you sit together.
An adult can only accompany one passenger with a disability or reduced mobility and must pay the correct adult fare.
8. GUIDE DOGS AND ASSISTANCE DOGS
8.1 Travelling with a guide dog or assistance dog
You can take a guide dog or assistance dog on any of our flights within the EU or EEA.
You cannot take a guide dog or assistance dog on any of our flights to and from Morocco or Israel.
We can carry up to four guide dogs or assistance dogs in a flight (one dog per passenger). The dog, along with containers and food, travel free of charge.
If you are not sure whether your guide dog or assistance dog can travel with you, contact the destination airport before you travel.
- The dog must be trained to perform the tasks you need them for.
- Throughout the journey, the dog must wear a jacket or harness that identifies it as a guide dog or assistance dog.
- The dog must sit on the floor at your feet.
- You must tell us that you will be travelling with a guide dog or assistance dog beforehand, and preferably when you make your booking. After you have made your booking, you can tell us about the dog through the ‘My bookings’ section on our website or by phoning our Special Assistance Line.
- The dog must wear a suitable harness (provided by you) attached to your seatbelt during take-off, landing and turbulence. There may be other suitable equipment with alternative attachment points.
- Emotional support or therapy dogs that are not recognised as assistance dogs by the above organisations are not permitted to travel with us.
8.2 Documents needed
Except for on domestic flights, your guide dog or assistance dog must have:
- an up-to-date EU pet passport showing that the dog meets the vaccination and treatment requirements of the country you are travelling to; or
- if you live in a country that does not issue pet passports, an official animal health certificate from a vet to show that the dog meets the conditions of the Pet Travel Scheme, plus any necessary medical documents.
You must also have evidence that the guide dog or assistance dog is a full member of:
- the International Guide Dog Federation;
- Assistance Dogs UK; or
- Assistance Dogs International (ADI).
We are not liable for any guide dog or assistance dog that does not have the correct document needed.
9. ELECTRIC WHEELCHAIRS AND MOBILITY SCOOTERS
If you will be travelling with an electric wheelchair or mobility scooter, at least 48 hours before your flight you must tell us the make, model and weight of the wheelchair or scooter, and its height when it is collapsed. You must bring the operating instructions for the wheelchair or scooter to the airport.
- The wheelchair’s or scooter’s battery must be a dry/gel battery or a lithium-ion battery. (Lithium-ion batteries cannot exceed a total of 300 watts. If your wheelchair or scooter has two lithium-ion batteries, each one must not exceed 160 watts.) The battery must be disconnected and the exposed terminals must be protected from short-circuiting.
- The wheelchair’s or scooter’s key must be removed, or it must be deactivated using the joystick, an isolation switch or button, or another isolation mechanism (such as Anderson Connector or Airsafe plug).
- When the wheelchair or scooter is collapsed it must not be more than 81cms high, 119cms wide and 119cms deep.
- Wheelchairs and mobility scooters cannot be in the plane’s cabin. We have aisle wheelchairs available on all our planes and our crew are trained in using them to help passengers with reduced mobility get to and from the toilet door.
- You should get travel insurance to cover your mobility aids as our liability relating to them is limited under the Montreal Convention 1999.
10. OXYGEN FOR MEDICAL USE
For safety reasons, passengers cannot bring their own oxygen on board. If you will need to use oxygen for medical purpose during the flight, you must request it from us, free of charge, when you make your booking. If you do not request it when you make your booking, you must request it at least 3 days before you travel by contacting your call centre or emailing our Special Assistance Team. In this case, you will need to pay a fee for the oxygen.
Under safety regulations we can only provide oxygen for one passenger on a flight.
If we agree to provide oxygen for you, you must carry a letter from your doctor, written in English, confirming that:
- You are fit to travel;
- You do not need a continuous supply of oxygen for more than 250 minutes at a flow rate of 2 litres per minute; and
- The oxygen we provide is suitable for you.
You cannot take the flight without this letter.
Note: oxygen cannot be provided on flights that are operated by Air Explore or Smartlynx.
11. INFECTIOUS DISEASES AND SKIN CONDITIONS
All airlines can refuse to carry passengers with medical conditions that may get worse, or have serious consequences, during the flight.
More information on this is given in the World Health Organization’s fitness to fly information.
If we have reason to believe that you could be suffering from an infectious disease or skin condition, or you have a visible skin condition, you may have to show a medical certificate or doctor’s letter to confirm that you are fit to fly.
If you have any of the following conditions, you must have a medical certificate confirming that you are fit to fly:
- Rubella (at least 4 days must have passed since the rash appeared)
- Measles (at least 7 days must have passed since the rash appeared)
- Mumps (the swelling must have gone down, which usually takes 7 days but can take up to 14 days)
- Chicken pox (at least 7 days must have passed since the last spot appeared)
In order to slow down transmission of the COVID-19 virus, passengers may be required to undergo and pass temperature checks at the airport and wear a mandatory face mask in the airport and on-board. Some countries require passengers to wear surgical face masks at the airport and on-board the aircraft. Children under 6 do not need to wear a face mask. It is each passenger’s responsibility to check local requirements before travelling. Passengers who suffer from a medical condition that prevents them from wearing a face mask are exempted from the face mask obligation on provision of a medical certificate attesting their condition. If you fail to comply with these requirements, you may not be allowed to travel.
12. PREGNANT PASSENGERS AND NEW MOTHERS
12.1 Pregnant women
If you are 28 weeks (or more) pregnant, you must have a ‘fit to fly’ letter from your midwife or doctor. This letter should be dated no more than two weeks before your booked flight and shown to staff at either the bag-drop desk or the boarding gate. If you do not have this letter, we can refuse to carry you.
You cannot travel after the 36th week of your pregnancy, or the 32nd week if you are having twins, triplets or so on.
12.2 New mothers
You can fly from 48 hours after giving birth, as long as there were no complications or surgery. If you had a Caesarean section, or you needed surgery, you cannot fly for at least 10 days and will need a fit to fly letter from you doctor.
13. FLIGHT CHANGES AND NAME CHANGES
13.1 Flight change – date or time
You can change flight dates and times (if seats are available) up to 2.5 hours of the scheduled departure time of the original flight or new flight (whichever is earlier). To make a change, go to the ‘My Bookings’ section of our website or contact our reservation centre. (It is cheaper to make the change through our website.) If you do not want to make the change for all the passengers in your booking, you cannot make the change on our website. You will have to contact a reservation centre.
You cannot make a change on our website in the following circumstances:
- If you are making a change to only one one-way flight (outbound or return)
- If a Spanish resident subsidy has been applied
- If a Spanish large family subsidy has been applied
- If you wish to change a domestic flight with another domestic flight within the same country of the original flight
For the above changes, please contact our reservation centre.
13.2 Flight change – route
You can change the flight route you booked (if seats are available) up to two hours before the scheduled departure time of the original or new flight, whichever is earlier. To make a change, got to the ‘My bookings’ section of our website or contact our reservation centre. (It is cheaper to make the change through our website.) If you do not want to make the change for all the passengers in your booking, you cannot make the change on our website. You will have to contact a reservation centre.
If you have already taken the booked outbound flight, you cannot change the route of the return flight (unless that flight has been cancelled or delayed by over three hours), in which case you should contact a reservation centre or go to the ticket desk at the airport.
You cannot change a domestic flight to an international flight or vice versa due to VAT related issues.
13.3 Cost of flight changes
Flight-change fees are charged per person for each one-way flight (outbound and return) and change according to season. See our Table of fees for details.
As well as the flight-change fees, you must also pay any difference between the original fare and any fees for optional services (such as check-in bags) paid at the time of booking and the fare/fee available when you make the change. If the fare/fee of the new flight is lower, we will not refund the difference.
If you are travelling with children and the seats you chose in your original booking are not available on the new flight, you will be charged the price difference if the new seats you reserve are more expensive. (If the price of the new seats is lower, we will not refund the difference.)
13.4 Name change
You can change names on the booking up to four hours before the scheduled departure time of your flight. You can do this through the ‘My bookings’ section of our website, by calling a reservation centre or at the airport ticket desk. Name changes must be made to all the flights in your booking.
Name-change fees are charged per passenger/per booking, please see our table of fees for details.
13.5 Correcting mistakes
You can swap your first name and last name within 48 hours after making your booking. You can correct spelling mistakes of up to 3 characters per name free of charge through the My Booking section up to 48 hours before scheduled departure. Corrections can be made only once per passengers on a booking. We will not charge you for these corrections, as long as we reasonably believe you are correcting a mistake and not trying to change the booking to someone else.
If you are changing your flight date, time or need to reverse the routing of your flights within 24 hours of making your booking, we will not charge the flight-change fee shown in our table of fees, but you will have to pay any price difference between the original fare and the fare for the new flight (If the fare of the new flight is lower, we will not refund the difference.)
You can get Priority boarding from €6/£6 to €35.99/£35.99 per passenger on each one-way flight (outbound and return). Priority boarding allows you to board the plane first. It also allows you to take a large item of carry-on baggage (weighing up to 10kg with maximum dimensions of 55cm x 40cm x 20cm) on the plane, unless we have good reason to place the large item of baggage in the hold. In this case, take any valuables out of the baggage.
Boarding starts 30 minutes before the flight departs.
15. RESERVED SEATING
You can reserve your choice of seat, for a fee, when you make your booking or in the ‘Manage my bookings’ section, up to 2 hours before the scheduled departure.
There are 3 types of seat available for you to reserve:
- Extra-legroom seats in – rows 1, 2 (seats D, E and F), 16 and 17
- Front seats – rows 2 (seats A, B and C), 3, 4 and 5
- Standard seats – rows 6 to 15 and 18 to 33
We will not refund fees for reserved seats unless clause 4.2, 10.2, 10.3 or 10.4 of the General terms and conditions applies.
Note: Customers who change flight dates/routes may not be able to transfer their reserved seat to the new date/flight but will be allocated a new seat of the same type, subject to availability.
15.1 Online check-in
You can check-in online between 60 and 2 hours before your booked flight, if you have reserved a seat.
If you do not want to reserve a seat, you will be allocated a random seat free of charge and can check-in online between 48 hours and 2 hours before each flight if you booked before 28 January 2021, and between 24 hours and 2 hours before each flight if you booked as of 28 January 2021.
15.2 Seat restrictions
We 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.
To sit in row 1, 16 or 17 (where there are emergency exits), you must:
- be 16 years or older;
- be willing and able to help in an emergency;
- not be travelling with a child under 2;
- not need a seat-belt extender;
- not have booked an extra seat (for comfort or an item); and
- not need any kind of special assistance.
For safety reasons, no more than two children under 2 can be seated in any row (one on either side of the centre aisle).
16. ATOL INFORMATION
Flights booked direct from an airline are not ATOL protected. If you pay by credit card you may have some financial protection. Check with your credit-card provider for details.