Frequently Asked Questions
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Booking a ticket
How do I know I have a ticket booked?
You will receive a confirmation email no later than 2 hours after booking. Therefore, it is necessary to fill in the e-mail that you actually use when booking.
I still haven’t received a confirmation email. Do I have a ticket booked?
Check the Spam and Bulk folder in the email. If you can’t find it there either, contact our customer support immediately on chat or phone. It is possible that there was a typo when entering the e-mail and it needs to be corrected.
What if we travel in a larger group?
The maximum group size is 9 people. You must make a reservation for all members of the group at once. Separate bookings cannot later be merged into one. You must then pay for all tickets at once, otherwise all reservations will be forfeited.
Payment
How can I pay for a ticket?
You can pay for your ticket in several ways:
- By credit card - via a secure payment gateway immediately upon booking
- Essens Virtual Wallet - commissions in a virtual wallet
How and where do I get my ticket?
The ticket will be sent to you electronically to the e-mail address you provided in the reservation. You do not have to print the ticket. To get on the plane, you only need a printed boarding pass, which you get on the basis of the ticket after check-in - either separately online or at the airport. However, you can also pick up your ticket at our office.
If I don’t have a boarding pass on the way to the airport, then what will I show at the check-in counter?
At the airport, it is also possible to get a boarding pass at the check-in counter or at check-in machines. At the counter, you can prove yourself with the travel document specified in the order. For vending machines, you can start check-in by entering the reservation code.
Why do I have to pay for my ticket by 9:00 today? Is not it a mistake?
The given ticket price can always be guaranteed only on the same day. Therefore, it is necessary for the money to come to the account by this time, otherwise the reservation will not take place. If you are worried that the transfer will not be fast enough, the payment card is sure.
If I can’t pay for my ticket on time, can the due date be extended?
The due date cannot be extended, because then we cannot guarantee the same ticket price. But our customer support can try to repeat the reservation. Contact them via chat or phone.
Ticket and check-in
Is a ticket or boarding pass more important?
The ticket serves as a confirmation of your flights and contains instructions for check-in and transfers. Based on it, you will receive a boarding pass after check-in. Unlike the ticket, it must always be printed and only you will be let on the plane with it.
What is online check-in?
If you have to check in online for your flight, you will find out from the purchased ticket. You can check in yourself and avoid standing in line at the airport. But don’t forget to print out the boarding pass that you will have after check-in and take it with you.
What if I have to be checked in at the airport?
If you cannot check in online in advance, find your airline check-in desk at the airport. There, your luggage will be checked in based on your electronic ticket.
How many hours before departure do I have to be at the airport?
It depends on the specific airport and route. By default, however, it should be enough to arrive at the airport entrance 2 hours before departure on European routes and on ocean routes, preferably 3 hours before departure. If you use online check-in, you can even later, but always well in advance so that you get to the right gate on time.
All I need is a mobile boarding pass to board the plane?
For low-cost lines, just show a ticket from a mobile phone. You will only be admitted to other airlines with a printed boarding pass.
They shifted my flight. What should I do?
If the change of flight does not endanger any of your other connections, you will have to endure the change. However, if you do not make the transfer and the next flight, please contact our customer support for assistance.
Visas, vaccinations and documents
Where can I find out if I need a visa?
You can find a complete overview on the website of the Ministry of Foreign Affairs of the Czech Republic. On the page below the map in the upper right corner, select the country you’re flying from the menu and go to Travel. You will see current recommendations and warnings, including the Visa menu. If you are still unsure, contact the country’s embassy directly.
Is it true that I also need a visa to transfer?
Before booking, find out which countries you are flying through. If you change on your way and have to have your luggage checked in again, you leave the transit zone and find yourself in the territory of a foreign country to which you may need a visa. If this is the case, you must secure it in advance.
Where can I know if I need vaccinations?
You can find a complete overview on the website of the Ministry of Foreign Affairs of the Czech Republic. On the page below the map in the upper right corner, select the country you’re flying from the menu and go to Travel. You will see current recommendations and warnings, including the Healthcare menu, with information on necessary and recommended vaccines. If you are still unsure, contact the country’s embassy directly.
Can I only fly with a ID or driver’s license?
If you are flying within the European Union, a valid ID or driver’s license should suffice. However, some member countries have their own rules, so check in advance if you do not need a passport, on the website of the embassy of the country or on the website of the Ministry of Foreign Affairs of the Czech Republic . On the page below the map in the upper right corner, select the country you’re flying from the menu and go to Travel. You will see current recommendations and warnings, including the Visa menu.
Luggage
What’s the difference between hand luggage and checked baggage?
Hand luggage is such that every passenger, except for infants, can take on board. Its maximum permitted dimensions and weight are different for each airline (usually 6-12 kg) and you can find out from the ticket. Checked or sub-hold baggage is handed in at your airline counter before departure and travels in the hold of the aircraft. So you don’t have access to it on the plane.
How do I know if my baggage is included in the ticket price?
You can see the number, maximum size and weight of all luggage that you have in the price of the ticket when booking. Low-cost airlines do not have checked baggage in the ticket price and it is necessary to be satisfied only with a handbag or pay extra for baggage when booking or when checking in online.
Do I really have to pick up and check my luggage at every transfer?
Not always. If you have all the flights on one ticket and from the same company, your luggage will probably only be transferred from one plane to another. However, if you have two separate tickets, you must pick up your luggage and have it checked in again at the company arranging your second flight. Exceptions are flights to or from the USA. You always have to pick up your luggage, go through it with immigration and passport control and then put it on the universal luggage belt. Information on which transfers you have to check in your luggage is on your ticket. To be on the safe side, you can also ask at the airport check-in desk.
I want to carry excess or special luggage. Can I get on every plane?
If you want to transport surfboards, pets, musical instruments, bicycles, sports equipment or fragile handicrafts, you need to order their transport before departure. It’s late at the airport. Some companies do not transport them at all, others with restrictions. Contact our customer support via chat or phone before booking your ticket.
My luggage was delayed or lost. Am I entitled to compensation?
If the airline loses, damages or delays your luggage, it can provide you with a maximum refund of approximately CZK 33,000. However, this only applies if the airline has not taken all necessary measures to prevent the damage or if it has not been possible to take it. You must report damage to your luggage no later than 7 days after receipt. You can file a luggage delay complaint within 21 days at the latest. You must file a complaint directly with the airline at the airport.
What can’t I take on board?
Of course, dangerous things like compressed gases, flammable substances, weapons, lighters, sharp objects or sports equipment such as golf clubs, baseball bats, bowling balls, cues, hockey sticks and ski poles. It is not very convenient to own food either, because you may encounter the internal rules of the airlines or the export and import restrictions of the country you are flying to.
What can I have in my carry-on luggage on board?
You can carry medicines (tablets) in quantities appropriate for personal use. However, special medicines such as inhalers or injections must be kept in the original packaging and with a prescription in English.
Can I take a drink or lotion in my carry-on luggage?
You can take a maximum of 1 liter of liquid per person on board. And it is still divided into containers not larger than 100 ml. For example, if you intend to take shampoo in a 250 ml bottle, even if there is only shampoo in the bottom of the shampoo, it will not pass security checks at the airport and will be confiscated from you. However, after passing the check-in, you can buy a drink at the airport and take it on board.
Are electronics seriously interfering with navigation systems? Can I have a laptop with me?
Electronics, such as laptops, cameras, and cell phones, will not harm the aircraft and may remain in your carry-on luggage. However, this no longer applies to wireless mice, bluetooth headphones, laser pointers and radio transmitters. Restrictions may also apply to lithium-ion batteries that power your electronics. If they have an output of more than 100 Wh, they may not be allowed on board.
Can I lock my luggage or will it search?
Most hold baggage is checked in without being opened by airport staff. However, your luggage can be searched at any time. If you want to lock it, get a lock that the airport security service can open, such as Travel Sentry. Otherwise, you risk returning your luggage damaged or delayed.
Traveling with children
Is it true that a child can fly alone under the supervision of a flight attendant?
This is a paid service and must be ordered in advance, but yes. This is done by the airline employee picking up the child at the airport and performing all the checks to the deck. There, the child is cared for by air staff. After landing, the child, again accompanied by an airline employee, is taken through the airport and handed over to the person who was previously mentioned as the recipient. This service is usually mandatory for children aged 5-12 who travel alone or without a legal representative. If you are interested, contact our customer service, who will advise you and help you choose a flight.
Can I take more than one toddler on board as an adult?
As an adult you can travel with 2 children up to 2 years old. However, you must buy a ticket for one of them as for a child under 12 in order to be entitled to a seat. For safety reasons, it is not possible for one person to hold two children during the flight. A complete exception is some airlines, such as British Airways, which require at least 1 adult to travel with each toddler.
Can a child under 2 have their own hand luggage?
Unfortunately, no. You have to fit all the things he will need during the flight into your own. Up to children over 2 years of age have the right to carry luggage.
Can I take food for the baby on board?
If you are traveling with a child under 2 years old, you can take breast milk and baby food in any volume on board. However, the security check may ask you to taste both in its presence.
Traveling with pets
Do I have to book a flight with my pet in advance?
The airline must first confirm to you that it can transport the animal. The reservation note must include information such as the dimensions of the crate in cm, the total weight of the animal with the crate, breed (in the case of a dog). The airline may refuse to transport the animal. Therefore, it is better to pay for the reservation only after the company confirms the transport of the pet. If you are taking a trip on your pet, contact our customer support, they will help you arrange everything.
What documents must an animal have in order to fly?
Each animal must have its own valid pet passport, which must include rabies vaccinations and any others required to enter the country. The animal must also be stripped by a veterinarian.
Does the pet always travel with me on board?
Every airline has its own rules. Dogs and cats with a maximum weight of 5-8 kg, including a certified crate, usually travel on board. The crate must have a waterproof bottom and the animal must be able to stand and turn in it. A bag or a so-called soft bag is not considered a crate. Larger pets travel below decks, provided that the temperature in the flight is maintained so that the animal does not suffer from cold.
Can I travel to any country with my pet?
Always check carefully under what conditions you can bring the animal to the ground. In some countries, the pet’s passport and vaccination are sufficient, in others it must be quarantined or meet special conditions.
Hotels
Can I book a hotel?
Yes, in our online search engine you can also book a hotel and what’s more, directly with a combination of tickets. We offer a large selection of hotels. Our offer starts at the cheapest hostels and ends with 5 * hotels. You can choose the form of boarding from breakfast to all anclusive, and choose according to whether you want to be by the sea or in the city center. Domestic hotels or multirooms are no exception if you are traveling in a group.
