Check-in
Are there ID checks on domestic flights?
ID checks are part of domestic flights requirements. So you’re required to carry your ID or passport in person.
Can I change my seat assignment after I have checked in?
If your boarding pass has not yet been printed, you have the opportunity to change your seat assignment after check-in.
Can I check in online for connecting flights with other airlines?
In the case of your journey starting with FlyCobra and is carrying on with another airline, it may be possible to check in online for the entire trip. You just need to supply us with the all the details.
Can I check in online for group tickets?
Yes, this is very much possible. You just need to check in for every passenger on your group by separately entering each name.
Can I choose emergency exit seats during online check-in or self-service kiosk check-in?
No. The only way is to select emergency exit seats only during check-in at the airport check-in desk.
Do I need to take a printout of my online ticket with me to the airport?
That is not necessary. You do not need to take a printout of your online ticket to the airport with you. You can complete all procedures at the check-in desk with your ticket number, booking code and ID.
How do I cancel my online check-in?
Our friendly call center staff will help you cancel your online check-in. We advise you get in touch with them for this service.
What are my check-in options?
Many options are available. You can choose from the following - a computer, tablet or smartphone to check in on our website. Or better still you can go to the airport check-in desk.
How many hours before check-in should I arrive at the airport?
Your are required to be at the airport at least 1 hour before your flight departure time for domestic flights, and for international flights, you should make sure you arrive at least 2 hours ahead of departure time.
What time do I need to arrive at the airport if I checked in online? Also, what do I need to do when I get there?
In the case that you have already checked in online, get your boarding pass and give your baggage at one of the online check-in counters. You are informed to go through these steps and finish the at least 60 minutes before departure for international flights and 45 minutes before departure for domestic flights.
What do I need to do if I checked in online but then arrive late at the airport or want to cancel my flight?
You are advised to get in touch with our call center to make a new reservation or a cancelation.
What does check-in mean?
It means the important ticket and baggage steps passengers have to take at the airport at an allocated time before flight departure.
What should I do if I checked in online but also have baggage to check?
Normally we do not ask passengers for their baggage details during online check-in, so you need to hand in your baggage that to check at the airport “Online Check-in” counters. Please not that you are advised to get at the airport on time to allow for excess baggage procedures.
When does check-in close?
The required time periods to close are 45 minutes before departure for domestic flights and 60 minutes beforehand for international flights.
When can I check-in online?
This procedure begins 24 hours prior to your flight departure time and ends 90 minutes before the takes flight.
When can I use the self-service check-in kiosks?
Self-service check-in kiosks are open 12 hours before the flight and close 45 minutes before departure time for domestic flights and 60 minutes for international flights. At any time during this period you can check-in at a self-service kiosk.
When do I need to be at the boarding gate?
This depends on whether the flights have special security controls or not. Flights that have special security control, such as, among others, the United States you must be at the boarding gate at least 25 minutes before your flight departure time. For those flights that do not have special security controls, 20 minutes is the minimum time required for you to be at the gate before departure.
Where can I check-in?
FlyCobra has a number of options designed to give you convenience such as a computer, tablet, or smartphone to check in on our website; or go to the airport check-in desk.
Who can use the online check-in service?
Any passengers with a ticket, besides those requiring special assistance (unaccompanied children and those with a medical condition or restricted mobility), can use FlyCobra’s online check-in service.
Why do you check passports and visas?
This procedure is carried out at the desk and boarding gate in order to ensure that passengers traveling with us to different destinations have all the correct documents.
Can I choose my seat during online check-in?
Yes, this is possible. You can view a cabin seating plan and select your seat during the online check-in process.
How do I check in online?
The steps are simple. Go to the Check-in/Reservation section of the FlyCobra website, enter your name, ticket number, or reservation code and follow the on-screen instructions.
What are the benefits of online check-in?
It’s for your convenience as you won’t be required to go through another check-in normally in a queue at the airport.
How much do I pay for excess baggage?
Should your baggage allowance go beyond what is required you will be asked to pay a certain reasonable amount.
Is my baby's carseat considered excess baggage and is there a charge for it?
FlyCobra only accepts carseats with maximum dimensions of 70x30 cm as carry-on baggage free of charge.
Are prams considered excess baggage, and is there a charge?
Prams for your infant are carried free of charge in the aircraft cargo hold.
Up to how much can each piece of baggage weigh?
Your baggage must not weigh more than 32 kgs – which is the maximum weight of any individual piece of baggage.
Where do I deal with excess baggage procedures?
FlyCobra’s staff at our airport desks are there to assist with any information on how to handle your excess baggage. After weighing your baggage, you will be informed if there is any extra baggage to pay for before proceeding with your lovely journey.
Do children have the same baggage allowance as adults?
Yes, child passengers aged 2-12 enjoy the same baggage allowance as adults.
Do you insure my baggage?
No. However, FlyCobra is responsible for all baggage in its hold.
If I am flying with more than one airline, how can I find out my baggage allowance?
This applies in the case of your journey including other carriers and falls under the MSC rules. MSC stands for Most Significant Carrier and refers to the airline flying the longest part of your journey. This rule is part of the regulations of the International Air Transport Association (IATA)
If I do not have any baggage can I go straight to the boarding gate?
Yes. Passengers with no luggage to check and have already checked in online, can go straight to the boarding gate without waiting in the check-in desk line.
If my flight is canceled, what happens to the money I paid for excess baggage?
In case of your flight being canceled and you not being able to get to your destination by other possible ways, your excess baggage fees can be refunded.
Who takes care of transferring my baggage from one aircraft to another on a connecting flight?
FlyCobra as the airline operating the flight will ensure your baggage is transferred from one aircraft to the other.
Cabin Baggage
What are the maximum dimensions and weight restrictions for my cabin baggage?
Passengers flying Economy Class are allowed to bring a single carry-on that must have dimensions of no more than 23x40x55 cm and a maximum weight of 8 kg. Those in Business Class can bring two pieces carry-ons that must each have dimensions of no more than 23x40x55 cm and a maximum weight of 8 kg.
Who is responsible for cabin baggage?
The responsibility lies with all passengers.
Can I bring my collapsible wheelchair on board as cabin baggage?
It is unfortunate that you cannot take your wheelchair into the cabin. This means that it must be checked in and carried as baggage in the aircraft hold.
Can I carry a licensed gun with me in the cabin?
Any type of fire arm or gun cannot be carried in the cabin, even if they are not loaded. Fire arms or guns can only be transported in the aircraft hold after a go ahead has been given by security staff.
Can I carry a second laptop in my cabin baggage?
Yes if its inside the same bag.
Can I carry fragile items in my baggage?
It is a FlyCobra principle not to recommend the inclusion of fragile items in your baggage. Please note that we do not accept responsibility for damage that may occur to fragile items.
Can I take more than one bag with me in the cabin?
Yes you can and the procedure is as follows. Economy Class passengers are permitted to take one piece of cabin baggage with maximum dimensions of 23x40x55 cm and maximum weight of 8 kg. For those flying Business Class, they are permitted to take two pieces of cabin baggage each with maximum dimensions of 23x40x55 cm and maximum weight of 8 kg.
What are the maximum dimensions and weight allowance for cabin baggage?
Economy Class require only one piece cabin baggage measuring 23x40x55 cm with a maximum weight of 8 kg. Business Class require two pieces of cabin baggage with a maximum dimension of 23x40x55 cm and a maximum weight of 8 kg.
What should I do if my cabin baggage is over the maximum permitted dimensions and weight?
It must be placed in the aircraft hold as part of your checked baggage allowance. If you have already gone beyond your checked baggage allowance, the extra baggage will incur a certain amount of cost.
Musical instruments
Can I bring my double bass with me into the cabin?
Unfortunately we do not allow big musical instruments like double bass into the cabin. There is an option, however, that allow it to be nicely packed in a protective, hard case for it to be transported in the aircraft hold as checked baggage.
Can I take a cello with me as cabin baggage?
Small-to-medium sized music instruments are allowed into the cabin only if they are paid carry-on baggage. It is important to remember that this only applies to instruments weighing a maximum of 75 kgs. Also make sure you have booked and paid for a different seat for the same instrument.
Can you ensure that my musical instrument will not be damaged in the aircraft hold?
No and the reasons are simple. The instrument will be labeled as fragile and place it into and off the aircraft hold with process when transporting your musical instrument, we label it as fragile and handle it with usual due care when loading it into and off of the aircraft hold. Please be aware to pack your instrument in a protective, hard case prior to checking it in.
What should I do if my musical instrument is too large to carry in the cabin?
All musical instruments that can not go into the cabin due their large size and weight are transported in the aircraft hold. Restrictions due to size and weight of musical instruments carried in the hold are based on aircraft type.
Which instruments can I take with me into the cabin?
Only those small instruments like guitars and violins are taken into cabin as carry-on baggage. However, they should be packed in an instrument case. The total length and width of an instrument in its case must not be over 118 cm and the weight must not exceed 75 kg.
Reservations ad bookings
Am I entitled to a refund after I have bought a ticket?
Cancelling a ticket is allowed, however you should take note of the fact that cancelation/refund policies vary according to the different fare rules applicable to each ticket type.
Are there any discount tariffs available when buying tickets for children?
Yes. There are discounts for children aged 2-12 especially those with own seat allocated to them. Discounts vary according to route and fare class. Kindly not that for you to take advantage of child discounts, you need to provide a document verifying your child’s date of birth before travel.
Can I buy a ticket with someone else’s credit card?
There is no problem in buying a ticket with someone else’s credit card.
Can I cancel an online reservation?
There are a couple of scenarios. In the case of the ticket for your reservation have not yet been issued, it can be canceled with no extra charge. In the case of the ticket having already been issued, the cancelation and refund conditions for the relevant fare class are applicable.
Can I change my booking details once I have made an online reservation?
Separate from the passenger information, every other detail of the flight can be changed. Also, should you prefer, you can add another flight to your trip or include an infant in your travel group.
Can I choose any seat I like when I buy my ticket?
Choosing a seat during the time of buying a ticket is not allowed. Only after you buy a ticket can you choose a seat assignment online.
Do the prices on www.flycobra.co.za include all taxes?
Yes, we assure you that all prices on our website have all taxes and service charges.
Do ticket refunds include the ticket service fee?
In the case where you have requested a refund your own reasons, the ticket service fee charged when you purchased your tickets is non-refundable. However, a refund can only be done on a flight cancelled by FlyCobra.
How can I find out about any changes to my flight?
Our principle is to pass messages to passengers through telephone, SMS, or email.
How can I find out which type of aircraft I will be traveling on?
This information is included when buying your ticket.
How can I get my money back if I cancel my ticket and am no longer with the company that issued the card I used to buy my ticket?
Its simple, just give to our sales office an official letter from a bank detailing the circumstance.
How do I buy an e-ticket?
Please use a PC, tablet, or smartphone to purchase e-tickets or you can contact our call center.
How do I know whether my standby booking has been confirmed?
We inform passengers via SMS or email after confirming your standby booking. Additionally, we may need further proof.
How do I make a booking?
Bookings are made through several platforms including www.flycobra.co.za, partner travel agencies, FlyCobra sales offices and also our call center.
How do I make a complaint about my flight?
You are always free to let us know your complains through our contact us page.
I want to buy a ticket for someone living in a different city. Will they be able to collect the ticket in the city where they live?
Very possible. The owner the ticket can collect it at our closest sales office.
If I am unable to travel, can I transfer my ticket to another person?
No, transferring a ticket to another person in the event that you have not been able to travel is not allowed. Only a refund is possible.
If I want to make changes to my ticket, do I have to pay a ticket service fee?
Charges are raised and depend on the route and flight class.
Is there a discount for passengers with a disability?
Not all disabled passengers are entitled to a discount. Only passengers with a disability rating of 40% or more enjoy this discount. Note that to benefit, passengers have to support their disability with an official document explaining that the disability is rated 40% or more.
Is there a discount for senior citizens?
Yes. All senior citizens traveling with us do get discounted fares.
What is a codeshare (joint) flight?
This is a term for an arrangement where a flight is operated by one airline but marketed by another airline using its own flight code and number.
What is an e-ticket?
It’s a paperless ticket and a process of keeping all your ticket details electronically in our system.
What is an interline flight?
It refers to a flight for which you purchased your ticket from FlyCobra and the other part of your journey is taken care of by another airline.
What is the procedure for transporting the body of a deceased person?
The body must be kept in a canvas or some other recommended materials and it’s strongly advised to use quality material (wood or metal coffin) for the purposes of care and proper transportation. In the case of body ashes, please make sure they are put in a wooden container or box with a quality seal.
What should I do if I lose my ticket?
You will need to visit our check-in desk where you will be required to do all the procedures with your ID. In the case of having bought your ticket online or our call center, you are welcome to have the ticket sent to you via your email address.
What should I do if my flight is canceled?
FlyCobra cancels flights due to bad weather or other reasons. In any case, you will be flown to your destination by other means. Other options are road or rail transport depending on your preference or what is possible for you to continue your journey.
When do I receive a refund for tickets purchased online?
We always try to make the timeline very quick or at times the period is informed by the type of credit card used for payment.
Where can I buy FlyCobra flight tickets?
Through our website www.flycobra.co.za, from authorized travel agencies or at our sales offices and from our call center.
Where can I find all my flight details?
On our website www.flycobra.co.za.
Which credit cards can I use to pay for tickets?
Online ticket payments can be made using VISA, Euro/MasterCard, American Express, and other applicable cards.
Why do fare prices sometimes differ within the same cabin class?
This mostly depends on demand or the time of purchase of the ticket. It is always good to book way ahead of time, so you can save money on your ticket purchase.
Why does my booking say standby booking?
If other passengers have not yet confirmed bookings on the same flight you intend to book. Your booking confirmation can only be done once those other passengers fail to confirm their booking at a given time span.
RESTRICTIONS
Can I bring items like cigarette lighters and matches with me into the cabin?
It is not permitted to carry flammable items like cigarettes or matches in your carry-on baggage. The only items allowed to carry are one box of safety matches or one cigarette lighter that is not gun-shaped on your person into the cabin.
Can I carry perfume and deodorant in my carry-on baggage?
Only if the deodorant and perfume is in a container of under 50 ml. Please be certain the items are tightly sealed to prevent the smell from coming out as other passengers may not like it.
Sport equipment
Are there any special discounts for excess baggage fees for sports equipment?
Sports equipment that can benefit include golf and skiing gear.
Can diving cylinders be checked as hold baggage?
These are labeled under sports equipment, meaning that unfilled and correctly packed diving cylinder is applicable as hold baggage.
Can I carry materials like dry ice and cooling gel in my baggage?
Only as carry-on baggage or checking it for the aircraft hold. You are reminded to be properly keep them to avoid any content outflows.
Can I take my figure skating equipment as carry-on baggage?
The option is to place them in the aircraft hold considering that the blades are sharp.
Can I take my hunting equipment in my carry-on baggage?
Items that are prohibited are hunting knives; animal sedation equipment; any type of shotgun, pump action rifle, or other firearm; or items like pocketknives either on your person or in your carry-on baggage. They also have to go through approval by security personnel before placing them placing them in the hold as checked baggage.
Can you transport my tent?
That is possible only if your baggage allowance is not exceeded.
Do you transport archery equipment?
So long you baggage is within limit.
Can I take my bicycle?
Yes but if you have other baggage which is beyond the limit you will have to pay a bit extra.
Do you transport bowling equipment free of charge?
In the case that your baggage allowance is within limit.
Do you transport camping equipment free of charge?
Provided that you’re with limit with your baggage allowance.
Do you transport cricket equipment?
This is permissible and in line with our carry-on and checked baggage regulations.
Do you transport diving equipment?
Provided you are within limit with your baggage allowance.
Do you transport fishing equipment?
These can be transported if your baggage allowance is not exceeded.
Do you transport fitness equipment?
Carriage of fitness equipment can be done in line with our carry-on and checked baggage regulations.
Do you transport golf equipment free of charge?
While we can transport one set of golf shoes, golf balls, tees, and a golf bag, free of charge, you are reminded to take only one set of sports equipment at no cost.
Do you transport gymnastics equipment?
Yes, in line with our carry-on and checked baggage regulations.
Do you transport handball equipment?
Yes, in line with our carry-on and checked baggage regulations.
Do you transport ice hockey equipment?
In the case that your baggage allowance is not exceeded.
Do you transport judo equipment?
We do in line with our carry-on and checked baggage regulations.
Do you transport motorsports equipment?
Yes, in line with our carry-on and checked baggage regulations.
Do you transport rugby equipment?
Yes in line with our carry-on and checked baggage regulations.
Do you transport soccer equipment?
Yes in line with our carry-on and checked baggage regulations.
Do you transport taekwondo equipment?
Yes in line with our carry-on and checked baggage regulations.
Do you transport tennis equipment?
Yes in line with our carry-on and checked baggage regulations.
Do you transport volleyball equipment?
Yes in line with our carry-on and checked baggage regulations.
How should I pack my bicycle?
The most highly recommended way is to pack your bicycle securely in strong cardboard packaging to protect it from damage during the journey. Handlebars must be folded into the bicycle body and pedals be removed. Additionally, remember to adjust the saddle to its lowest altitude.
Visa and travel requirements
Can I buy a ticket before I have obtained a visa for my destination country?
Yes, that is possible to purchase a ticket before your visa has been confirmed. Most importantly, being in possession of a round trip ticket already booked on visa application gives you the chance of your visa being approved.
Can I use my driver license as proof of identity when traveling?
Only on domestic flights, if you are a South African citizen you can use a driver license bearing your South African ID number as your proof of identity. Requirements on international flights differ as you will need to show your passport or national ID card as proof of identity.
Does my child need to have a passport?
In line with regulations, each travelling individual must have their own passport.
How can I find out the current visa requirements for the country I am visiting?
Always make an effort to research on visa requirements for the country you are traveling to or passing through as these occasionally change.
I have dual nationality and more than one passport. What should I say when I am asked my nationality and country?
FlyCobra advise passengers to stick to the passport and ID of the country that offers more advantageous visa and entry conditions.
Can I still travel if my passport is about to expire?
This requirement differs country by country. However, a large number of countries require that to enter a visa should not expire within 6 months of travelling in order to be allowed to enter.
DURING FLIGHT
Fly Good Feel Good
Are there any precautions I can take against jet lag before flying?
You are advised to do the following - relax before traveling, eat healthily and strengthen your immune system. Also, you must have adequate sleep and make sure you check all the finer details of trip within time.
Are there any precautions I can take against jet lag while flying?
Always make an effort not to sleep most of the time. Ensuring long sleepless journeys requires you to take lots of fluids, as well as protein based foods. A range of choices include cheese, fish, meat, eggs and dairy are good choices. Take in more water not to dehydrate your body and also stay away from caffeine, carbonated drinks and alcohol. Supplements like vitamin C are highly recommended.
Can I do massage while flying?
Yes, and light movements and stretches are some of the things you can do.
How can I overcome fear of flying?
Keeping your mind focused on useful stuff and avoiding long stress periods can contribute to reduced fear of flying.
How can I take precautions against the dry air in the flight cabin?
Foremost, take in lots of water in addition to moisturizing your body among other recommended things lings like having your medication close on you in cases of asthmatic passengers .
I'm pregnant. What should I do to prepare for flying?
It’s highly recommended to visit your family medical expert prior to your flight date(s). The experts will likely give you medicines you will use along the journey. Seeing your medical practitioner is a must as you might say “I don’t have worries about flying.”
Is the air pressure in the flight cabin dangerous for pregnant passengers?
No, it is scientifically proven that pressurized aircraft cabins pose no risk to fit expectant mothers.
What flight times should I choose when traveling with my child?
Arranging your flight time to suit your child's regular sleeping hours contributes to a journey with less child-induced disturbances.
What precautions can I take for my child's allergies while traveling?
Always use your medical practitioner to advise you on what to avoid or take along.
What should I eat and drink while flying?
FlyCobra offer some of the finest and expertly prepared on-board meals.
Infants and Children
Are special seats (pushchair) available for infants?
No. FlyCobra does not offer separate seats for infants in the belief that they always enjoy their journey on the lap of their guardians with special infant seatbelts provided by cabin crew to ensure safe travel.
At what age can my child travel unaccompanied?
It is those at the age of 2 and over and who have are yet to turn 12 years at the beginning of their journey.
Can an infant travel in my lap?
Only babies up to the age of 2 can travel in your lap with the safety of an additional belt.
Can I bring my pram into the cabin?
Only as checked baggage in the aircraft hold and can be placed around the aircraft entrance where it must be accessible by one of our airline’s staff.
Can I get food for my infant during the journey?
You can either make a request for your baby’s food at the time of booking or utilize FlyCobra’s baby food service along your flight’s journey.
Can I request a carer for my child?
As long as you make a request at least 48 hours before departure to any of our friendly crews to have one them act as your child’s carer on flight.
Can I take liquid infant food into the cabin?
Yes, that is permissible.
Can I travel with more than one infant if I am the sole carer?
The recommendation is that infants who have not yet reached the age of 2 can only travel accompanied by an adult carer, and each adult can only accompany one infant. This automatically means that the number of carers must equal the number of infants. In case of no other carer is present, you are advised to buy a child fare for the other babies.
Can I travel with my newborn infant?
During the first 48 hours from being born, babies are not allowed to fly. Only those between 2-8 days can be on a flight should there be a valid doctor’s recommendation specifying the baby can fly. At 8 days infants travel on the lap.
Can my child travel on my lap?
Babies of ages 2 and above are required to have their own separate seat. Children between 2 and 12 travel on special discounts.
How do you define a child passenger?
The definition of a child passenger is a child aged 2 and over who have not yet reached their 12th birthday.
How do you define an infant passenger?
These are passengers aged 8 days and over who have not yet reached their 2nd birthday.
What are the age limits for child passengers?
Those aged 2 and over who have not yet reached their 12th birthday.
What are the age limits for infant passengers?
Those aged 8 days and over who have yet to reach their 2nd birthday are considered infants.
Inflight entertainment
Does your entertainment system have special content for children?
We have a selection of children’s movies, programs, and games on our entertainment system.
Where can I find a newspaper to read during the flight?
Besides our in-flight magazine, other newspapers and magazines are available from newsstands around the airport departure terminal.
Which electronic devices can I use in the cabin during the flight?
When an aircraft is in flight, you can use any electronic device that does not work with a radio frequency and does not produce a magnetic field. Other devices such as cellphones and laptops that function with a radio frequency can be used during the flight after the safety announcement has been made.
Seat features
Can I create a private area for myself during the flight?
This facility is available only when flying Business Class.
How far do the seats recline?
FlyCobra Business Class seats are designed to recline until flat, turning your seat into a 188 cm long bed. Those seats in Economy Class recline 15 cm.
I need to work on my laptop during the flight. Do the seats have a power supply?
FlyCobra’s Business and Economy Class seats are connect with power so be rest assured that you can carry on with your work or entertainment during your journey.
Special assistance for passengers
Can I get first aid treatment during the flight?
FlyCobra cabin crews have all been first aid trained. In the event that there is need for first aid intervention they will swiftly swing into appropriate action during the flight.
Can I use my own breathing apparatus during the flight?
Those passengers requiring breathing assistance, can use their own respirator, ventilator, or other breathing apparatus at all times except during takeoff and landing. However, kindly ensure that your apparatuses have been approved by authorized personnel prior to take off.
Can I use my own oxygen cylinder during the flight?
FlyCobra’s in-cabin service includes medically certified oxygen cylinders, therefore no need for you to use your own equipment during the journey. Should you want to use this service in-flight, submit to us at least 24 hours prior to flight departure, a doctor’s report indicating that you’re fit enough to fly.
Can I use my own wheelchair to get to the aircraft?
These are offered by us when in in flight and when disembarking at the end of your journey.
Can mobility impaired passengers travel unaccompanied?
No, unless they are travelling with a helper.
Can my child fly at a discount?
Various flight child discounts are applied for children aged between 2 and 12 years, depending on the fee classification. Additionally, you are required to show a national ID or other official document that shows the age of the child during the ticket issue.
Can my infant travel in an incubator during the flight?
Unfortunately, that is not allowed.
Can passengers travel on a stretcher if required?
Yes, when the stretcher is required. Note that the charges for the particular passenger can be very high. It’s important to find out first what the charges can be.
Can passengers who are both visually and hearing impaired travel without a companion?
They can travel only with a helper.
Can visually impaired passengers travel without a companion?
They can either travel individually or with a guide dog.
Do passengers with learning difficulties need a health report, and can they travel unaccompanied?
Passengers with learning difficulties do not need to provide a health report. However, these passengers do need to travel with a companion.
Do you provide a special companion service in the cabin for elderly passengers and those with medical conditions or disabilities?
We do not provide unfortunately, however, we have cabin crews ready to offer memorable services possible.
Does my asthma prevent me from being able to fly?
The requirement is that a medical document must be produced, detailing that there is no certain reason not to fly.
Does my heart condition prevent me from traveling?
A medical document must be produced explaining there is no particular reason for you not to fly.
Does my illness prevent me from traveling?
It’s advisable to get approval from your doctor.
I am asthmatic. Can I carry my inhaler with me?
It’s advisable to produce a document from your doctor.
I have diabetes. Which items can I bring into the cabin?
You are required to inform us during the time of your booking, with regards to what of medicines and equipment you will need on your flight. A medical document must support that these items are needed.
If necessary, can I get medical help while on board the aircraft?
Yes, and that is cases requiring first aid, our trained cabin crew and first aid teams will be at your service. Should there be need for the pilot to land at the nearest airport for you to be attended to, that will be done.
Does the inflight entertainment system have options for hearing impaired passengers?
Yes, we have lots of subtitled movies available on our inflight entertainment system.
What should I do when I need to take my medication during the flight?
By producing your medical report and showing it to our cabin crew members, you are able to take your medication in-flight.
Special meals
On what basis are dining onboard menus prepared?
These are provided as long as you inform us 24 hours prior to your flight departure.
What do you mean by dining onboard?
This is the special food and drink service offered during flights.
Travel insurance
Can I take a flight if I don’t have travel insurance?
It is the passenger’s option to have travel insurance or not.
Do I need to take my insurance policy with me when I travel?
No, what is needed is for you to know your policy number.
Does having a heart condition prevent me from getting travel insurance?
Passengers with a heart condition can still take travel insurance, however cover does not chronic illnesses.
How long does it take for claims to be processed?
As soon as all your papers have been submitted, your claim will be made as soon as possible.
How near to my date of travel can I buy travel insurance?
It should be just prior to embarking on your journey.
If I receive a refund on my ticket, can I also get my travel insurance payment refunded?
Should you not get to fly it is permitted to cancel your travel insurance.
Is it possible to get a refund on canceled travel insurance which was purchased with a ticket?
Provided there are good reasons, your insurance policy can be canceled and you can obtain a refund on your payment.
When does my travel insurance policy start?
It commences the moment you embark on your journey.
Traveling during pregnancy
Can I still fly if I am beyond the 28th week of my pregnancy?
In the case that you show a report from your medical practitioner that indicates you are fit to fly.
Do I need a medical report in order to fly if I travel while pregnant?
Passengers below 28 weeks of pregnancy do not need medical approval.
Traveling with pets
Can I bring my pets with me into the aircraft cabin?
Pets including parrots, cats and dogs are allowed provided they are in a special carrier.
Can I carry pet food in my carry-on baggage?
Yes, however it should be only in your carry-on baggage.
Do I have to pay extra to transport my pet?
Due to your pet’s carrier not being included in your baggage allowance, you will have to pay a bit more.
AFTER FLIGHT
What should I do if my baggage is damaged or there are items missing from it?
There are two scenarios: The first one is that if you realize you have damaged or missed something within the airport precinct, please visit the Lost Property Office. In the case that you have noticed damage or missing items after you have left the airport, you should notify us in person.
What should I do if my baggage is lost?
Should you miss your baggage after you arrive at your destination, before leaving the arrivals hall you should go to the Lost Property Office, taking the necessary documents and fill out a damage report or lost baggage form.
What should I do if my baggage is damaged or there are items missing from it?
In the event that you see that you have damaged or missing items while still in the vicinity of the airport, please go straight to the Lost Property Office. Noticing missed or damaged items after leaving the airport under one week of travel date, please inform us.