Whether you are flying for the first time or you feel like home on board of a plane, sometimes you need to find a quick answer to your question relating to your flight. We’ve prepared the most frequently asked question.

If your query is not answered bellow, do not hesitate to contact us.


If I buy a ticket, when do I have to pay for it?

You book your ticket at your travel agent or airline. If you book your ticket online, you can pay with your card. Immediately you’ll receive in your email your ticket and instructions on check-in.


What time should I arrive at the airport?

As a general rule check-in counters open two hours and close 40 minutes before the flight (the earlier you arrive, the better). At this point you should be at the airport to have a smooth check-in in time and catch the plane.


I’m flying for the first time. What should I expect?

You don’t have to worry if you fly for the first time. The airport is very well organised and in case you have a question, you can ask airport staff for help. To have a pleasant journey, we’ve prepared a guide for you.


What to do if my bag is oversized?

Every airline has its own cabin/hand luggage and checked baggage allowances and oversized baggage are not tolerated. If you plan to carry oversized baggage, contact your travel agent or airline to arrange the details about possibilities, check-in and prices.

Checked baggage which is put into the cargo compartment has weight and size restrictions stated by the airline (usually it is 15kg). If your baggage excesses this restriction, you’ll be charged for the extra weight during check-in.

Always check with your airline the conditions of baggage allowance in advance.


Can I take medicines to cover my flight on board?

Yes, it is possible to take medicines to cover your flight in your hand luggage but it has to be packed in a special STEB bag which you’ll get during the check-in process. Medicine must be carried in its original packaging, if you need to carry larger amount of medicine or injections (e.g. insulin), have a confirmation from your doctor.


How many litres of alcohol can I take on board? What about tobacco products?

If you buy the spirits and tobacco products in Duty Free Zone, you may take on board as many goods as possible to fit in STEB bags in which the goods will be packed in the shop. So it’s possible to buy 3-4 bottles of alcohol but it is not permitted to drink it on board. The goods will have to be placed in your hand luggage – make sure you have enough space in there.

If you buy such goods in a non-duty free shop, place them in checked baggage (it will be carried in cargo compartment). The quantity depends on the regulations of final destination and consumption tax is imposed on the goods.


What should I do if my luggage is lost?

In this case, contact us as soon as possible so we can start to look for your luggage immediately. The time to claim lost or damaged baggage is limited therefore it’s necessary to report such incident right after the arrival to the airport.

Get ready your baggage tag and boarding pass stub and we will take your statement necessary for baggage reclaim at your airline. This statement is also necessary for insurance claim. Search for baggage is going on automatically, you can check on the progress of your baggage tracing here.


Can I transport my bike, surfboard or skies by plane?

It is possible but it is necessary to contact your airline or travel agent in advance. Keep in mind that this kind of baggage must be packed and labelled separately and you have to pay extra charges.


How can I cancel my reservation?

If you need to cancel your reservation, contact your travel agent or airline.


I am afraid of flying, what should I do?

There is no simple answer to this – it is important to identify the cause of your fear. From our own experience, we can assure you that cabin crew does as much as possible to make sure you feel safe and comfortable. You will take a comfortable seat similar to one in your car and have drink and a meal. Your personal belongings (favourite book, music, pillow,…) chewing gums or a palliative medicine might make your flight more pleasant. Another option is to attend Flying without fear courses.

We believe that we have answered your questions. If you have further questions, do not hesitate to contact us.