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General Questions
How can I purchase a ticket with Flyyo?
Flyyo primarily operates charter flights and does not sell tickets directly to passengers. To book a flight, please contact the tour operator or travel agency where you purchased your trip.
What should I do if I have questions about my flight?
For inquiries regarding your flight, including departure and arrival times, please reach out to the travel agency where you booked your trip.
How can I contact Flyyo's customer support?
You can contact Flyyo's customer support through the following methods:
- Email: customer.care@flyyo.com
Does Flyyo sell tickets through online portals or comparison websites?
No, Flyyo does not sell tickets through online portals, search engines, or comparison websites. Purchasing tickets through these channels may result in invalid tickets
What should I do if I have a complaint?
Complaints can be submitted electronically. For more information on how to file a complaint, please visit: Flyyo's customer support page: www.flyyo.com/for-passengers
Can pregnant women travel on Flyyo?
Pregnant women can travel on Flyyo flights under the following conditions:
a) Women up to the 32nd week of pregnancy without any complications can travel with the consent of their attending physician without the need for a certificate. However, we recommend that women after 28 weeks of pregnancy carry this certificate (in their mother tongue and in English). In this case, it should state that there are no complications in the course of pregnancy and no contraindications to air travel.
b) Single pregnant women over 32 weeks of gestation until the end of the 36th week of pregnancy may travel only if a special medical certificate form completed by a doctor, drawn up in the native language and in English, is presented.
c) For safety reasons, women over 36 weeks of single pregnancy and 32 weeks of multiple pregnancy will not be allowed to be carried on Flyyo flights.
d) In addition: The passenger will be required to sign a "Declining Responsibility Declaration for Pregnant Women."
Pregnant women shall not be seated in emergency exit rows.
When does a pregnant woman need a medical certificate?
The certificate is required above 32 weeks of pregnancy without complications. However, for the safety of the baby and yourself, we recommend obtaining such a certificate if you are pregnant from the 28th week.
In which language should the medical certificate be issued?
A medical certificate should be issued in your native language and in English.
During the Flight
Can I bring a laptop or tablet?
Yes, you can bring electronic devices like laptops or tablets. However, Flyyo is not responsible for any damage to these devices if stored in checked baggage.
Can I smoke during the flight?
Smoking, including e-cigarettes, is prohibited on all Flyyo flights.
Is there Wi-Fi on board?
No, there is no internet access via Wi-Fi on Flyyo's flights.
Is there electricity on board?
No, there is no access to electricity on Flyyo flights.
Does a child under 2 years old need to sit on the parent’s lap for the entire flight?
Yes, children under 2 years old travel for free and must sit on the parent's lap unless an additional seat is purchased.
Is catering available on board?
Catering may be available, either free or for purchase, depending on the agreement with the tour operator. The menu and prices are provided on board.
Can I bring my own food on board?
Yes, you may bring your own food in your carry-on baggage, except for alcohol. Liquids are subject to safety regulations (100ml containers, totaling no more than 1 liter, in a transparent plastic bag).
Luggage
What is the luggage limit?
On Flyyo flights, the standard maximum allowance for hand luggage is 8 kg (the sum of the three dimensions cannot exceed 115 cm, e.g. 55x40x20 cm), and for checked luggage 20 kg (120 x 100 x 80 cm) Passengers travelling together can combine their checked baggage, in which case the weight of one suitcase cannot exceed 32 kg. Passengers should announce their desire to combine their baggage at check-in and check in together. It is worth remembering that combined baggage must have the same maximum dimensions as standard baggage, i.e. 120 x 100 x 80.
How do I check in my luggage?
Your luggage will be collected from you at the airport during check-in.
What does checked baggage mean?
This is baggage checked in at the check-in desk and is in the aircraft's cargo hold during the flight.
Are children under 2 years of age allowed to carry checked baggage?
Children travelling on their guardians' laps (free of charge) are not entitled to free checked baggage transport. According to the regulations, they are entitled to free transport of a pushchair (checked into the baggage hold at the aircraft and collected at the aircraft) and hand luggage. Children who have an additional purchased ticket are entitled to checked baggage transport in accordance with the regulations
What is the baggage allowance for children over 2 years old?
Children over the age of two must have their own ticket and seat and therefore have the same baggage allowance as adults
Can I transport a stroller as part of my checked baggage free of charge?
Yes. Strollers are always transported free of charge. However, in the case of strollers for children older than 2 years, the weight of the stroller is included in the child's baggage allowance. This means that both the stroller and the checked baggage for the child can weigh a maximum of 20 kg. An additional fee is charged only if the limit is exceeded. Strollers are always packed in the baggage hold. The passenger can check in the stroller during baggage check-in or before boarding the plane. The stroller can be driven up to the stairs leading to the aircraft, but it cannot be taken on board. There is no space on board the aircraft to place strollers. After landing at the destination airport, the stroller will be placed by the stairs (if conditions at the airport allow it) or on the baggage belt with other luggage in the terminal. Trolleys and special luggage such as umbrellas or sports luggage are issued at many ports on separate, specially dedicated luggage belts. When collecting your luggage, check at which station special luggage from a given flight will be issued.
Can people travelling together have one heavier piece of luggage?
Yes. According to the regulations, two or more people checking in at the same time can combine the weight of their luggage, maintaining the maximum weight for a single piece of luggage, which is 32 kg. It is worth remembering that combined luggage must have the same maximum dimensions as standard luggage, i.e. 120 x 80 x 100. Please also remember that much of the luggage available on the market are not strong enough to withstand sorting, unloading and loading procedures. Luggage that is poorly packed or too heavy may be damaged during sorting and reloading. When buying luggage, make sure that the luggage is designed and manufactured for use in air transport, not, for example, road transport, and that its load capacity is sufficient to withstand a load of 32 kg.
Can I carry a beach umbrella as part of my checked baggage free of charge?
Yes. You can carry a beach umbrella within your free allowance provided that together with your other luggage it meets the requirements (weight and dimensions) for checked luggage.
What is the hand luggage limit?
Due to limited aircraft capacity, for all fares, carry-on baggage is limited to 1 piece of carry-on baggage (max. 55x40x25 cm) and 1 piece of personal equipment (small handbag/child bag, briefcase or laptop) (max. 40x30x15 cm). Items such as musical instruments, cameras, jewelry and diplomatic courier files will be accepted on board. If the baggage allowance is exceeded at the airport, an additional baggage fee will be charged. If the baggage is too large, the staff may require you to check your baggage into the hold. Passengers seated in the first rows and emergency exit rows should note that there is no space under the seat for carry-on baggage in these rows. If you have a handbag or backpack, you can also take electronic equipment such as a laptop or camera in a separate bag.
Can I carry electronic devices (batteries) in my hand luggage?
Yes, but only if the device is approved for air transport in accordance with the relevant provisions of international law, and if it meets the dimensions and weight standards for hand luggage. In addition, according to the regulations, there are restrictions on the transport of power batteries. If the batteries qualify for transport, they must be secured and transported in hand luggage.
Do I need to report the transport of electronic devices to Flyyo?
The carriage of electronic devices containing a battery with a capacity greater than 160 Wh must be reported to the carrier via customer.care@flyyo.com. Mobile phones, laptops, cameras, tablets and power banks (up to 160 WH) do not require reporting.
Can I check in online?
Check-in is only possible at the airport. Currently, there is no possibility of online check-in.
Can I bring water/drinks/gels/cosmetics onto the plane?
All liquid products purchased after security screening can be brought on board the aircraft. For liquids purchased before security checkpoints, the limit is 1 L in total in containers no larger than 100 ml. All liquid containers must fit in a 1L plastic bag. The inspection of hand luggage is carried out by airport staff. Procedures for carrying liquids in hand luggage may vary from airport to airport. Flyyo staff does not conduct security checks on hand luggage.
Can I bring a child seat?
Yes, you can take a car seat. However, you must have a seat reserved for the car seat. The planes are mostly full. Therefore, you must have a ticket purchased for a child (also under 2 years old) who is traveling in a car seat. The transport of car seats is subject to restrictions, this means: – the seat next to the seat with the child seat must be occupied by the person responsible for the child, – travel seats can only be placed in window seats (seat A or F), – the seat with the child seat cannot be located in the emergency row or directly in front of or behind this row, – the child always takes off and lands on an adult's lap, fastened with seat belts provided by the flight crew. – the seat must have a certificate of fitness for use in air transport (described on the seat), – the child seat cannot exceed the dimensions of the aircraft seat (43×35 cm), - the seat must be equipped with an appropriate latch enabling its safe attachment to the passenger seat using the passenger's seat belt (aircraft seats do not have the ISOFIX system).
How can I make a complaint regarding baggage?
We inform you that the airline does not participate in receiving, sorting, scanning, checking, sorting, transporting or loading baggage. The airline only opens its luggage compartments. Baggage is handled by independent entities employed at a given airport. The airline has no direct influence on the quality of work of ground staff. In accordance with the General Conditions of Carriage of Flyyo., all complaints are accepted in electronic form that need to be send to customer.care@flyyo.com. Correctly submitted complaints are considered immediately, and responses to complaints are provided no later than within 30 days of their receipt.
How much free baggage is an infant entitled to?
Each infant is entitled to 5 kg of hand luggage free of charge and the transport of a stroller in the luggage hold. Additionally, infants for whom an extra seat has been purchased are entitled to checked baggage.
Can I take a power bank?
Yes, if the power does not exceed 160Wh. Power banks should be carried in hand luggage.
Can I take a scooter or electric skateboard?
Please send your device specification to customer.care@flyyo.com. Transportation is possible after a positive decision from the carrier.
Can I take a drone?
Please send the device specification to customer.care@flyyo.com. Transport is possible after a positive decision of the carrier. In addition, some Muslim countries do not allow the use of drones. Just in case, please check whether the destination country does not introduce restrictions on this topic
Can I take an e-cigarette on board/in my checked luggage?
Yes, e-cigarettes can be taken on board and must be carried in your hand luggage.
Can I have hand luggage heavier than 5 kg?
No, it is not possible to increase the weight limit of your hand luggage.
Can I bring a wedding dress and suit on board?
Yes. As long as the size of the baggage does not exceed the dimensions of hand luggage and fits under the seat or on the overhead luggage rack without taking up space for other passengers' luggage.
Can I send just my luggage?
No. Each piece of luggage must be assigned to a passenger.
What happens to items left on board?
Any items left on board are removed by the cleaning services working at the airport. These services have their own procedures for handling items removed from the plane. They usually hand them over to the airport's lost and found office, where the owner can collect them. The carrier (Flyyo) does not participate in the process of recovering items left at a given airport, as only the owner can recover his property. Contact details such as telephone and email addresses for lost and found offices can be found on the airport websites. Flyyo does not operate storage offices for items left on board. It does not participate in the search process and does not offer courier services for the transport of lost items.
What is the baggage allowance for children over 2 years old?
Children over the age of two travel on their own ticket and therefore have the same baggage allowance as adults (OWP art. 18).
Transportation of liquids and medications
What are the rules for carrying medications in hand luggage?
Medications, both solid and liquid, are allowed in hand luggage.
- If you need to carry liquid medications exceeding 100 ml, it is recommended (but not required) to have a doctor’s certificate.
- Medications should be clearly labeled and presented during the security check.
Can I carry electronic devices with batteries in my hand luggage?
Yes, electronic devices such as mobile phones, laptops, and tablets can be carried in hand luggage.
- Devices with batteries up to 160 Wh do not require special approval.
- If the battery exceeds 160 Wh, you must notify the airline before your flight.
Can I bring my own food on board due to a special diet?
Yes, passengers can bring their own food on board. However:
- Liquid food products must be in containers of up to 100 ml and placed in a 1-liter transparent bag.
- Dietary liquids exceeding 100 ml are allowed if they are necessary during the flight. It is recommended that they remain in original packaging and are clearly labeled.
What items are prohibited in hand luggage?
The following items are prohibited in hand luggage:
- Weapons, sharp objects, flammable substances, or liquid containers exceeding 100 ml (unless purchased after the security check).
- A full list of prohibited items is available in Flyyo’s General Conditions of Carriage.
Transportation of liquids and medications
Does Flyyo allow the transportation of animals?
Flyyo does not offer the service of transporting animals on its flights. The only exception is for guide dogs accompanying passengers with disabilities. These dogs are allowed to travel in the cabin with their owners.
What are the requirements for traveling with a guide dog?
Passengers traveling with a guide dog must ensure that the dog has all necessary documents, including a valid passport, vaccination records, and any other required certificates. The dog must be properly harnessed and remain under the control of its owner at all times during the flight.
Are there any additional fees for traveling with a guide dog?
No, Flyyo does not charge additional fees for transporting guide dogs accompanying passengers with disabilities.
How can I arrange to travel with my guide dog?
Passengers intending to travel with a guide dog should inform Flyyo in advance, preferably at the time of booking, to ensure that all necessary arrangements can be made.
Prohibited items
What items are prohibited in hand luggage?
Passengers are not allowed to carry the following items in their hand luggage:
- Firearms and other devices that discharge projectiles, including replicas and toys resembling such devices.
- Stunning devices, such as tasers or stun guns.
- Objects with a sharp point or edge, like knives, scissors, and razor blades.
- Work tools that can be used as weapons, such as drills or saws.
- Blunt instruments capable of causing injury, including baseball bats and clubs.
- Explosive and flammable substances, including fireworks and aerosol cans exceeding 100 ml.
- Chemical and toxic substances, such as acids and poisons.
Are there any exceptions for carrying liquids in hand luggage?
Yes, passengers are allowed to carry liquids in containers of up to 100 ml each, placed in a transparent, resealable plastic bag with a total capacity not exceeding 1 liter. Exceptions are made for medications and baby food required during the flight.
Can I carry electronic devices with lithium batteries?
Small electronic devices with lithium batteries, such as smartphones and tablets, are generally permitted in hand luggage. However, spare batteries should be individually protected to prevent short circuits and carried in hand luggage, not checked baggage.
Are there items prohibited in checked baggage?
Yes, certain items are prohibited in checked baggage, including:
- Explosives, such as fireworks.
- Flammable liquids and solids, like lighter fluid.
- Oxidizing substances, such as bleach.
- Toxic substances, including pesticides.
- Radioactive materials.
- Corrosive substances, like mercury.
What should I do if I'm unsure about an item?
If you're uncertain whether an item is allowed in your luggage, it's advisable to contact Flyyo's customer service or consult the airline's official guidelines before your flight. For more detailed information, please refer to Flyyo's official guidelines on prohibited items.
Check-in
What are the check-in options available for Flyyo flights?
Flyyo primarily offers airport check-in for its passengers. Currently, online check-in is not available.
When should I arrive at the airport for check-in?
Passengers are advised to arrive at the airport at least 2 hours before the scheduled departure time to complete check-in and security procedures comfortably.
What documents are required for check-in?
Passengers must present a valid identification document (such as a passport or national ID card) and a boarding pass or booking confirmation during check-in.
Is there a fee for airport check-in?
No, Flyyo does not charge any additional fees for check-in at the airport.
Can I select my seat during check-in?
Seat allocation is typically handled during the check-in process. Passengers can request specific seats, but assignments are subject to availability.
What is the baggage allowance for Flyyo flights?
Baggage allowances can vary depending on the specific flight and booking class. It's recommended to review your booking details or contact your Agent directly for precise information.
Are there any special considerations for passengers with reduced mobility?
Passengers requiring assistance should inform Flyyo in advance to ensure appropriate arrangements are made for a smooth check-in and boarding experience.
Assistance for passengers with reduced mobility
Does Flyyo provide assistance for passengers with reduced mobility?
Yes, Flyyo offers assistance to passengers with reduced mobility to ensure a comfortable and safe journey.
How can I request assistance for reduced mobility?
Passengers requiring assistance should inform Flyyo at least 48 hours before the scheduled departure time. This can be done during the booking process or by contacting Flyyo's customer service.
What types of assistance are available for passengers with reduced mobility?
Flyyo provides various forms of assistance, including:
- Help with boarding and disembarking the aircraft.
- Assistance with moving to and from seats.
- Support with carry-on luggage.
- Provision of wheelchairs at the airport.
Can I travel with my own wheelchair or mobility aid?
Yes, passengers can travel with their own wheelchairs or mobility aids. It's important to inform Flyyo in advance to ensure proper handling and accommodation.
Are there any restrictions on the types of wheelchairs or mobility aids allowed?
While most wheelchairs and mobility aids are accepted, there may be restrictions on devices powered by certain types of batteries. It's advisable to contact Flyyo for specific guidelines.
Is there an additional charge for assistance services?
No, Flyyo provides assistance services for passengers with reduced mobility free of charge.
Is there an additional charge for assistance services?
No, Flyyo provides assistance services for passengers with reduced mobility free of charge.
Are service animals allowed on Flyyo flights?
Yes, service animals accompanying passengers with disabilities are permitted in the cabin. Passengers should notify Flyyo in advance and ensure they have the necessary documentation for the service animal.
Travelling With Children
Traveling with Children on Flyyo flights?
Children aged 2-11 must be accompanied by adults aged 16 and over. In the case of a group of children, the number of accompanying adults shall not be less than 10% the number of children traveling. An adult can supervise a group of children if it is not responsible for the baby on flight. Like any other Passenger, the traveling child must have a valid identity document and other travel documents.
How do infants under 2 years travel?
Infants under the age of 2 years as of the date of travel may fly on an adult’s lap as an infant Ticket does not include a separate seat on the aircraft. If You want to have a separate seat for an infant, You must purchase a child’s ticket. Adults can accompany only one infant.
The limited number of infants can be accepted on the aircraft. It depends on the standard amount of oxygen masks, infant life jackets and infant belts. Infants’ sitting is only possible in special areas and with a person over 16 years of age using a special infant belt.
If the infant reaches the age of 2 years prior to the return journey they must pay the applicable fare, taxes, fees and charges for that part of the journey.
Passengers traveling with infants may carry reasonable quantities of liquids in hand baggage (e.g. baby food, gel, milk) and can be asked to show these liquids at the security checkpoint. Please note that security restrictions may vary at each airport, and we recommend that you contact the airport of departure in advance. This information is for informational purposes only.
Just like any other passenger, the young passenger (infant) must hold a valid travel document with a photo to board the flight.
Infant passengers cannot have cabin baggage on board. They are entitled to one checked baggage up to 5 kg free of charge, plus one fully collapsible pram (or a stroller, a carrycot, or an infant car type seat). Accompanying adults’ baggage allowances remain the same.
Can I travel with a newborn?
No. Infants must be at least 7 days old to be accepted for travel.
Unaccompanied minor on Flyyo Flights?
Unaccompanied minor service is mandatory to children from 6 -12 years old. Unaccompanied service can be provided to children aged 12-15, if requested by their parents or guardians. This service ensures that the child is under the supervision of the airline from check-in until the child has met his/her parent or guardian upon arrival at the destination.
Upon arrival at the airport, the parent / guardian must know the name, surname and contact details of the parent/guardian who will meet the Passenger at the destination. This information must be provided at the airport at the time of checking in for the flight.
Note that the parent or guardian must remain at the airport until the flight has departed. At the final destination, the parent or guardian must arrive on time for the arrival of the flight. The unaccompanied minor service must be arranged and paid for in advance as prior confirmation is required due to the limited number of unaccompanied minors per flight. Children under the age of 6 years are not accepted for flight without an accompanying person.
Can I bring a baby stroller on board?
Baby strollers are transported free of charge. You can take the stroller to the boarding gate, where it will be loaded into the aircraft's cargo hold. After landing, you can retrieve it either at the baggage claim area or near the aircraft door. The stroller must be folded and wrapped when handed over. If the folded stroller meets the cabin luggage size and weight limits (55x40x23 cm, 8 kg), you may take it on board, but it will count as your standard cabin luggage. Please note that the airline is not responsible for damage to unwrapped strollers
Can I take baby food on board?
Yes, it is permitted to bring up to 200 ml of baby food in your cabin bag. However, please be ready to taste the food if requested to do so by security personnel.
Can I fly with a child who is not mine?
Flyyo does not limit this option but check with the authorities for the conditions under which a child can travel to your destination.
Can two children share one seat?
No. Each child must be assigned one seat only.
Can my child sit in an emergency exit row?
No. Children are not allowed in emergency exit rows or adjacent rows due to safety regulations.