Complaints from customers should be posted, emailed or faxed, along with any relevant receipts, credit card statements etc, to:
Email: [email protected]
Call us: 800 FLIGHTS (3544487)
Please note that you must have a valid Passport with a minimum of 6+ months on it or you will not be able to travel. Your passport must also be in excellent condition - the presentation of damaged passports may mean they are unable to travel. Your passport must be machine readable otherwise you will be denied boarding. For further advice, please contact your local passport office.
What is Advance Passenger Information?
For security reasons, the US, most EU States and other countries now require airlines to provide details about their passengers before they travel. This is known as Advance Passenger Information (API).
API data requirements apply to certain countries such as Antigua and Barbuda, Australia, Barbados, Bermuda, Canada, China (except Hong Kong), Cuba, Dominica, Grenada, Guyana, Jamaica, Japan, Korea, Kuwait, Mexico, New Zealand, South Africa, Spain, St Kitts and Nevis, St Vincent and the Grenadines, Thailand, Trinidad and Tobago, United Arab Emirates, United Kingdom and USA.
Adding Advance Passenger Information (where applicable) in advance will speed up check-in for flights. Please proceed to the your airline's website, you will be required to enter your airline reference number situated in the 'Airline Info' section at the top of your E-ticket receipt.
What is the baggage allowance for my flight?
Your baggage allowance will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about your baggage allowance please click here.
- Always check the exact hand luggage allowance with your airline prior to packing. A general guide is that hand luggage should be a maximum weight of 5 kilos, and dimensions should not exceed 56cm x 45cm, however, some airlines may only allow smaller bags, so it is advisable to check with them first. Most airlines have a hand luggage measurement gauge at check-in.
- Remember to pack your valuables in your hand luggage, and anything you need with you during the flight, like medication and travel documents.
- Remember that rules regarding liquids remain in place. Liquids, gels and cosmetics exceeding 100ml are not permitted in hand luggage, and smaller containers must be taken in a transparent plastic bag.
- Find out your free allowance for checked baggage. Baggage allowance limits are set by the airlines. Your baggage allowance is stated on your e-ticket receipt or paper ticket (where applicable).
Weight limits for most airlines:
Passengers travelling in Economy Class can usually carry 20 kg (44lbs) without extra charges and passengers travelling Business Class can usually carry 30 kg (66lbs). No single bag weighing over 32 kg will be accepted at check in.
Please note some airlines do not include any free baggage allowance and may charge for hold baggage at check-in.
For passengers travelling on US domestic flight, baggage is not usually included and will be charged locally at check-in.
A "Piece System" is used in the United States and Canada.
Baggage items, or "piece", must not be over 158cm in total dimension each (length + width + height), and must not exceed 20kg in weight. Please note the majority of US flights now only include one piece of free baggage allowance, an additional piece will be charged for locally at check-in.
To avoid unnecessary delays, you are advised to check your luggage allowance by contacting the airport and airline with which you are travelling. We also advise that you check the weight and dimensions of your baggage before you arrive at the airport. If your bag weighs over 32kg you will be asked to repack before checking in.
Passengers with items that exceed the 32kg weight limit, such as sporting equipment, should make special arrangements with the airline in advance.
Does my flight baggage allowance include hand luggage?
No. Always check the exact hand luggage allowance with your airline prior to packing. A general guide is that hand luggage should not exceed height 450mm x width 350mm x depth 200mm. Most airlines have a hand luggage measurement gauge at check in.
For further information on Baggage Allowances, click here.