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Customer support

Our Customer Support team is here to help you with any enquiries you may have:

Contact Us

Customer Support

For any post booking requirements , please email [email protected] or call us on 800 (FLIGHTS) 3544487

Website feedback

If you have any website feedback for us, please click here to fill in a short form. Thank you

Post booking flight requirements (seat and meal requests)

Seat requests

Most airlines allow you to request your seat soon after you have completed your online booking. To ensure you have the best opportunity of requesting your preferred seat it is extremely important that you contact the airline as soon as possible.

Airlines sometimes switch the aircraft type close to the departure date due to load factors and maintenance. When these changes are made, pre-reserved seats are re-assigned and you could lose the seat you so carefully selected. In addition, airlines may release seats that were previously not available for assignment.

If you are experiencing problems then please feel free to contact Netflights Customer Contact Centre who will be happy to assist.  [email protected]

Meal requests

You can request a meal for select international flights with most airlines once you have completed your online booking. If you have certain dietary requirements, for example, vegetarian, low-fat or Halal meals then you should request them as soon as possible. Please bear in mind that airlines do not always guarantee availability.

For more information about requesting your seats or booking a meal please select the airline's web page from our Baggage page. If you are experiencing problems contacting your airline then please feel free to contact Netflights Customer Contact Centre who will be happy to assist. [email protected]

Special assistance

Passengers with a disability, reduced mobility or medical condition travelling by air are advised to visit our special assistance page for more information. Click here

Will I get charged for using a credit card?

There is no charge for paying by credit or debit card.

Telephone bookings

Bookings made over the phone will incur a 50 AED per person charge.

Which terminal am I flying from?

Your terminal details will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about which terminal you are flying from could you please visit your airline's website.

What happens if there is a schedule change?

If an airline advises of a schedule change on your bookings we will notify you of changes over 1 hour, which will be sent across on email.

Who do I contact for general enquiries?

For general enquiries, including seating and meal requests, baggage and terminal information and cancellation and amendment queries, please email [email protected] and we will respond within 24 hours.

Who do I contact with post-travel feedback?

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.