Usually us. However, sometimes we work with other airlines to give you better options for travel. For example, we have code share arrangements with other airlines. This means that you may book a flight with us and hold a ticket in our name but another carrier may operate the flight on our behalf.
When you select your flight, the identity of the airline operating your flight will be displayed alongside each of the flight options.
Sometimes, for operational reasons and after you’ve booked, we need to fly you on an aircraft flown by another airline. We’ll let you know if that’s the case.
If you’re travelling on a flight operated by another airline under a codeshare arrangement, you’ll need to follow their rules relating to:
(i) check-in time limits;
(ii) unaccompanied minors;
(iii) carriage of animals;
(iv) denied boarding compensation;
(v) baggage acceptance; and
(vi) refusal of carriage.
Correcting a name
Mistakes are sometimes made and, if so, you can correct them. You must do so at least two (2) hours before your flight. Further details on correcting a name can be found on our website.
Changing your itinerary in advance
We sell a number of different fares of varying prices and with various conditions attached to them. Some fares are fully flexible and can be changed. Other fares are more restrictive. You must select the most appropriate fare for your needs and make sure you have travel insurance to cover unforeseen circumstances.
If your ticket conditions allow changes to be made, these will always be subject to availability and may result in a price change (up or down) and a change fee. You will be notified about these when you contact us or your travel agent to make the change.
Taking flights in the agreed sequence
Your ticket is for travel from the departure airport to the arrival airport (via any stopovers). The price you paid for your ticket is based on this sequence and you must take them in this sequence.
If you miss out a flight on your itinerary your ticket may no longer be valid and we may cancel any onward or return flights.
If you need to miss out one of the flights in your itinerary please contact us or your travel agent in advance to discuss the impact of this on your onward or return flights. We won’t cancel them if:
If you contact us after the day of your flight or contact us on the day because you can’t get to the airport, we won’t cancel any onward or return journeys, and will reinstate them if they’ve been cancelled (subject to availability), if:
Transferring a ticket
You can transfer your ticket to someone else only if your flight is part of a Package Holiday (as defined) and certain conditions are met. In all other circumstances, only the person named on the ticket can travel on it.
Unable to travel due to illness or death
If you can’t travel because you’re ill or your travel companion or a member of your immediate family is ill or has died, we will:
You’ll need to contact us if you want to cancel your reservation. Any refunds will depend on the type of ticket you hold and the fare conditions that apply to your Ticket.
If you’ve bought a non-refundable ticket then you can still get a refund of the taxes, fees and charges, subject to a £30 admin charge.
If you’re unable to travel due to an Event Beyond Your Control and provide proof of this, we’ll refund any unused portion of your ticket, even if your ticket type is non-refundable. We won’t charge for this.
We only make a refund to the person who paid for the ticket.
In addition to the fare, you must pay any taxes or other fees and charges imposed by a government or airport operator and these will be shown separately on your ticket.
We don’t guarantee a particular departure time and flight timings do not form part of your contract with us.
Sometimes we may need to change the scheduled flight times or cancel, divert or delay a flight for operational reasons. If this happens, we or your travel agent will get in touch with you to let you know.
If we advise you of a revised flight time and this is inconvenient to you, you can choose between a refund or being booked onto another one of our flights.
Where your flight is affected by operational disruption, you may have rights under EC261. For further information, see Flight Disruption.
You must complete all check-in formalities (including giving us any checked baggage and obtaining a boarding pass) at least 70 minutes before your scheduled departure time.
You must complete all check-in formalities (including giving us any checked baggage and obtaining a boarding pass) at least 70 minutes before your scheduled departure time.
If you haven’t done these things, we may cancel your reservation or change your seat if you don’t hold a fully flexible ticket.
Baggage policy
You must follow our baggage policy. Failing to do so may result in us refusing to carry you and/or your baggage.
You must keep any valuables (e.g. cash, jewellery, laptops, phones) or essentials such as medicine and travel documents with you in the cabin. These must not go in the aircraft hold.
There are also a number of items that you must not pack in your checked baggage. A full list of prohibited items can be found on our website.
Baggage charges
We’ll advise you of any free baggage allowance once you’ve selected your flight. The same information will also be shown on your ticket. Full details of baggage allowances can be found on our website.
If your ticket doesn’t entitle you to a free baggage allowance or you exceed your free baggage allowance, then you may be charged an additional fee. Please visit our website for details of current excess baggage charges.
Loss or damage to baggage
If we lose or damage your hold baggage, please report it to us at the arrival airport. If you fail to report the loss or damage to us immediately or soon afterwards, you may lose your right to claim.
Our liability in respect of baggage is limited by the Montreal Convention to 1131 ‘Special Drawing Rights’, which is approximately £1,200 or US$1,500. You can increase this limit to either £1,750 or £3,000 by paying a fee of £17.50 or £30 respectively.
As our liability is limited, you should have travel insurance to cover the full value of your baggage and its content. There are strict time limits for bringing baggage claims.
(a) unaccompanied minors;
(b) incapacitated persons;
(c) persons with a disability or those with limited mobility;
(d) passengers who are pregnant;
(e) passengers with an illness;
(f) passengers travelling with assistance dogs; or
(g) passengers requiring special assistance.