Frequently Asked Questions
- Useful telephone numbers
- Flight Arrivals
- Call centre opening hours
- Do I need a Visa?
- Do I need a Passport?
- What are the minimum passport requirements?
- I only have 3 months left on my passport can I travel?
- What is your policy regarding Unaccompanied Children?
- Expectant mothers, up to how many weeks can I fly?
- Wheelchair passengers, how do I arrange assistance?
- Baggage Allowance, how much can I take with me?
- Diving Equipment, can I take it with me?
- Can I request Oxygen for use on board?
- What am I not allowed to take on-board the flight?
- Ticketless reservations, how do I get my tickets?
- When do I check in?
- Can I change my reservation?
- What about flight connections/onward flights?
- Do I need to reconfirm my flight?
- Can I pre-book seats?
- What is Gold class?
- Do I get a meal on my flight?
- If I dont travel outbound can I still use my return ticket?
- How can I book Travel Insurance?
- How can I book Car Hire?
- How can I book a Taxi transfer on arrival?
- How do I book a group?
- Why is there a handling charge for credit card payments?
Useful Telephone Numbers
| Reservation call centres | |
| UK | Tel: + 44 (0) 20 8202 0800 |
| Ireland | Tel: + 44 (0) 20 8202 0800 |
| France | Tel: + 33 (0) 1 42 60 34 44 |
| Holland | Tel: + 31 (0) 20 618 8033 |
| Israel | Tel: + 972 (0) 3 777 7316 |
| Flight Reconfirmation numbers | |
| UK | Tel: + 44 (0) 20 8203 1300 For all UK departures |
| Ireland | Tel: + 44 (0) 20 8203 1300 For Dublin, Cork & Shannon departures |
| France | Tel: + 33 (0) 1 47 03 30 03 For Paris, Nice & Marseilles departures |
| Holland | Tel: + 31 (0) 20 618 8033 For Amsterdam departures |
| Israel | Tel: + 972 (0) 3 777 7316 For Tel Aviv & Eilat-Ovda departures |
Flight Arrivals
| UK Airport Flight Arrivals | |
| London Gatwick Airport | Tel: +44 (0) 870 000 2468 |
| London Heathrow Airport | Tel: +44 (0) 870 000 0123 |
| London Stansted Airport | Tel: +44 (0) 870 000 0303 |
| London Luton Airport | Tel: +44 (0) 1582 405 100 |
| Manchester Airport | Tel: +44 (0) 161 489 3000 |
| Edinburgh Airport | Tel: +44 (0) 131 333 1000 |
| Ireland Airports Flight Arrivals | |
| Dublin Airport | Tel: +353 (0) 1 814 1111 |
| Holland Airports Flight Arrivals | |
| Amsterdam Schipol Airport | Tel: +800 7244 7465 |
| France Airports Flight Arrivals | |
| Paris Roissy Charles De Gaulle Airport | Contact Airline |
| Paris Orly Airport | Contact Airline |
| Israel Airports Flight Arrivals | |
| Tel Aviv Ben Gurion Airport | Tel: +972 (0) 3 975 5555 |
For further information, contact our Reservations Call Centre.
Call centre opening hours
| UK | |
| Monday Thursday | 0800 2100 Hours Local time |
| Friday | 0800 1800 Hours (In winter we close 2 hours prior to sunset) |
| Saturday | Closed |
| Sunday | 1000 1600 Hours Local time |
| France | |
| Monday Friday | 0900-1700 Hours Local time |
| Saturday Sunday | Closed |
| Holland | |
| Monday Friday | 0900-1700 Hours Local time |
| Saturday Sunday | Closed |
| Israel | |
| Monday Thursday | 1000 2300 Hours Local time |
| Friday | 1000 2000 Hours (In winter we close 2 hours prior to sunset) |
| Saturday | Closed |
| Sunday | 1200 - 1800 Hours - Local time |
Do I need a visa?
All EEC passport holders do not require a visa, although see passport requirements.
For all other passports please contact the relevant Embassy or call our reservations call centre for information.
For further information, contact our Reservations Call Centre.
Do I need a passport?
Yes, all passengers must hold a full valid passport for all international and domestic flights.
Also see passport requirements.
For further information, contact our Reservations Call Centre.
What are the minimum passport requirements?
All passengers must hold a full 10 year valid passport with a minimum validity of 6 months remaining on their intended date of return.
For further information, contact our Reservations Call Centre.
I only have 3 months left on my passport can I travel?
No, all passengers must hold a full 10 year valid passport with a minimum validity of 6 months remaining on their intended date of return.
For further information, contact our Reservations Call Centre.
What is your policy regarding Unaccompanied Children?
We do not accept reservations for Unaccompanied Children under the age of 16 years via the web as the age restrictions for each airline that we operate varies, therefore please contact our reservations call centre to make your reservation.
For further information, contact our Reservations Call Centre.
Expectant mothers?
For the safety and comfort of all pregnant women travelling by air, the regulations are as follows:
Up to 28 weeks:
Pregnant women can travel without doctors certificate. The airline handling staff may request the individual to sign an indemnity confirming that they are less than 28 weeks pregnant.
28 weeks and over:
Please contact our Reservations Call Centre. Click Here.
Please remember these restrictions apply to each flight individually i.e. you must be under 28 weeks on the date of your return flight.
For further information, contact our Reservations Call Centre.
Wheelchair passengers, how do I arrange assistance?
Wheelchair assistance is available on all flights. After you have made your booking contact our reservations call centre who will be pleased to make the final arrangements and advise you of check-in details with wheelchair assistance.
For further information, contact our Reservations Call Centre.
Baggage allowance, how much can I take with me?
Any baggage may only be accepted if it is packed and secured in suitcases or similar containers and capable of withstanding reasonable handling.
Any passenger presenting baggage that is insecurely or insufficiently packed, or already damaged must sign a disclaimer waiving their right to any subsequent claim.
Baggage allowances are: 20 Kilograms on all flights, One piece of checked baggage and one small piece of hand baggage, which must not weigh more than 5 kilograms per passenger. Hand baggage over this allowance or with total dimensions exceeding 17" x 11" x 8" or 43cm x 28cm x 21cm will not be permitted into the aircraft cabin. No baggage allowance is given on infant tickets. Checked baggage in excess of your personal baggage allowance will be charged at check-in up to GBP 15.00 per kilogram. Any single item of checked-in luggage must not exceed 32kg, as this exceeds the recommended guidelines for airport baggage handlers to lift. On TOM flights excess baggage is not permitted at check-in and may only be purchased in at least 72 hours in advance through our reservations call centre.
For further information, contact our Reservations Call Centre.
Diving Equipment, Can I take it with me?
Diving equipment can be accepted for carriage as part of your baggage allowance (excess charges may apply depending on total weight). Please make sure that cylinders are empty and valves left open.
For further information, contact our Reservations Call Centre.
Can I request oxygen for use on board?
For safety reasons passengers are not allowed to bring their own oxygen on board our flights. However, a request for oxygen can be made in advance, subject to availability and a fee may be payable, although some airlines do not provide oxygen facilities. The fees are usually set per reservation, irrespective of this being a one way or return journey and must be paid at the time of booking the oxygen. Fees are not refundable, even if oxygen is not used. Oxygen must be booked in advance and is limited to one bottle of oxygen per flight. Therefore please contact our reservations call centre prior to making your reservation.
NB: Passengers must also travel with a letter from their doctor confirming they are fit to travel.
For further information, contact our Reservations Call Centre.
What am I not allowed to take on-board the flight?
Safety
For the safety of all our passengers, all airlines ban certain articles from passenger baggage. Examples of these items include: (See also Hazardous articles & Materials)
- Flammable liquids and solids such as lighter or heater fuels
- Oxidizing materials such as lighter or heater fuels
- Oxidizing materials such as bleaches and peroxides
- Poisons such as arsenic
- Alkalis and wet cell batteries
- Etiologic agents (bacteria, viruses, etc.)
- Radio-active materials
- Firearms
- Explosives, fireworks and flares
- Compressed gases (flammable, non-flammable and poisonous) such as butane
- Oxygen
- Magnetized materials
- Offensive and irritating materials
- Apparatus containing mercury may only be carried as cargo.
For further information, contact our Reservations Call Centre.
Hazardous articles & Materials
- Electronic devices (radios, personal stereos, electronic games and similar devices) - hand baggage only. Mobile phones may not be used onboard any aircraft.
- Lighters and safety matches - hand baggage only.
- Butane powered gas curlers - 1 gas curler per passenger may be carried in either hold or hand baggage, provided the safety cover supplied with it is firmly in place.
- Butane powered travel irons prohibited.
- Chemical oxygen generators prohibited.
(However small gaseous oxygen/air cylinders required for medical use are permitted). - Christmas crackers - one box per passenger.
- Party poppers prohibited.
- Animals, including birds and reptiles prohibited.
Ticketless reservations, how do I get my tickets?
All our web reservations are Ticket less, so at check-in you will need to produce your confirmation number, which is provided when you make a booking on line. Make a note of this number as it uniquely identifies your booking, as well as the details of your flights.
You will also need to show a valid passport (and visa if required).
If you do not have the relevant documents and your confirmation number you will not be allowed to board the aircraft.
For further information, contact our Reservations Call Centre.
When do I check-in?
Standard opening of check-in desks is three hours prior to departure. Early check-in is greatly recommended. Please make sure you arrive at your check-in counter at least 90 minutes before the scheduled time of your flight. Check-in closes strictly 60 minutes before departure. We reserve the right to cancel your reservation and to deny you boarding without refund if you do not comply with this check-in deadline indicated, we cannot accept responsibility for making alternative travel arrangements.
For further information, contact our Reservations Call Centre.
What about connections/onward flights?
Please remember that onward flights are considered two separate journeys so you must reclaim your baggage and check in again at your onward point. We strongly advise leaving at least three hours between flights. We will not be held responsible for missed connections and we will not be liable for any claims in respect of passengers missing an onward flight as a result of their flight being delayed.
For further information, contact our Reservations Call Centre.
Do I need to reconfirm my flight?
Yes, it a condition of your booking that you reconfirm your outbound and inbound flight at least 72 hours prior to departure with the relevant reconfirmation department.
For further information, contact our Reservations Call Centre.
Can I pre-book seats?
Yes, on some services we now offer a seat selection facility allowing the flexibility to choose your specific seat at time of booking. This will be shown in the booking process after the submission of passenger names. There is usually a charge for this service.
For further information, contact our Reservations Call Centre.
What is Gold class?
Our Gold class service is an upgraded service offering a separate cabin with upto 36" of additional legroom per seat. Complimentary seat assignments are provided for all Gold class passengers at time of booking. Late check-in, Gold class passengers may check-in 90 minutes prior to departure at the latest. Queue-jump, Dedicated check-in desks are provided for Gold class passengers departing the UK on certain flights only. On services that a meal is offered an upgraded meal will be provided for Gold class passengers. V flights do not offer a meal service in Gold class.
For further information, contact our Reservations Call Centre.
If I dont travel outbound can I still use my return ticket?
No, If you do not travel on your outbound flight your reservation for all flights remaining on the same reservation will be cancelled and no refunds or alternative travel arrangements will be offered.
For further information, contact our Reservations Call Centre.
How can I book a Taxi transfer on arrival?
To book a taxi transfer on arrival, please call our Reservations Call centre.
Why is there a handling charge when I book with a credit card?
To defray the substantial administration costs we incur when processing credit cards a handling fee applies to each credit card transaction. Even allowing for this small charge, our fares still represent the best value for money.
For further information, contact our Reservations Call Centre.
Do I get a meal on my flight?
As we are a low cost flight operator we try to reduce the flight costs and therefore only on certain services do we offer a meal service onboard.
This is determined by the flight number. All flight numbers that end with the letter 'V' eg.XLA528V or flights starting with the prefix 'TOM' do not offer a meal as standard. Flight numbers prefixed with ISR / LY / IZ eg.ISR114 offer a Kosher meal as standard. All other flight prefixes offer a non kosher vegetarian meal as standard.
Although on all services we offer the choice to purchase or make a special request (There is a charge for this service). Please note that all special meal requests are not guaranteed, although we endeavour to fulfil all requests.
