Frequently Asked Questions


You are in category: Luggage & Check-In

  1. Q. How much baggage allowance will I have?

    A. Most airlines have a baggage allowance of 15kg (33 lbs) or 20kg (44 lbs) per person. All Baggage is weighed at check-in. Most airlines do not allow any single piece of baggage to weigh over 23kg, even when a family is sharing. Please check your tickets to view your airline’s policy.

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  2. Q. How much baggage allowance do children get?

    A. Children under 2 not receive any allowance. However, most airlines allow prams, buggies and car seats at no extra additional cost. Please check with your airline if you have any additional queries. Alternatively you can contact Customer Services

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  3. Q. What is my hand luggage allowance?

    A. Passengers may take one small piece of hand luggage each. This must weigh under 5kgs (11 lbs) and the maximum dimensions are usually 45 cm by 35 cm by 20 cm. There is often a basket by check in that your hand luggage will need to fit inside. Several items must not be taken board for security reasons.

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  4. Q. Can I take liquids in my hand luggage?

    A. Some liquids are allowed provided they meet the following criteria

     

    Their container is no larger than 100 millilitres

     

    A. transparent re-sealable or zip-top plastic bag is used for storing each container. The capacity must not exceed 20 cm x 20 cm (8 inches x 8 inches) in dimensions, or one litre in capacity. Sometimes these are provided at check in, but customers may be responsible for

     

    bringing their own re-sealable plastic bag.

     

    The bag must be sealed and each of the contents must be clearly visible

     

    For the latest info on security regulations, please visit the British Airports Authority website. The web address is www.baa.com/
     

    For additional advice on passing through check in as smoothly as possible, please visit Airport Security from the Department for Transport website. The web address is www.dft.gov.uk/pgr/security/aviation/airport/

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  5. Q. Are there charges for excess baggage?

    A. If your baggage weighs more than the airline allowance, you may need to pay excess charges. These will be payable at the check in desk.

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  6. Q. Can I increase my baggage allowance?

    A. Most airlines allow passengers to increase baggage allowance for a small fee if they are notified in advance. If you would like to do this, please contact our customer service team.

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  7. Q. What can I do if my baggage is lost, stolen or damaged?

    A. Any lost or damaged baggage must be reported to the airline's handling agent at your destination airport, and you will be required to complete a form. To claim for damaged or lost luggage, you must send a copy of the form to your travel insurance company within 21 days of when you were supposed to receive your baggage.

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  8. Q. Are meals included on the flights?

    A. In some cases they will be, but certain airlines do not include them. These are usually the low cost airlines. You may be offered the chance to pay an additional charge for receiving meals. Please check with your airline before departure.

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  9. Q. Which documents are needed for travel?

    A. All passengers must have a valid passport and the relevant visa for their holiday. You may not be allowed to travel if you do not have these documents. Please check very carefully before you arrive.

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  10. Q. What is the Advanced Passenger Information (API) requirement?

    A. Certain countries have a requirement which involves collecting passenger information from those entering the country. This is a very simple process. It is usually carried out at check-in, and relevant data is collected by swiping passports. This is not expected to cause any extra delays, and customers should not notice any difference at check-in.

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