Frequently Asked Questions

Please click on the relevant section for more information

At the airport

Baggage

Dangerous Goods

Expectant Mothers and other special needs

Food and Drinks

Future Expansion

Hotels, Cars and Insurance

Our Aircraft

Guests with special Requirements

At the Airport

When does your check-in open/close?
Passengers should present themselves at the appropriate check-in desks, which will open two and a half (2½) hours before the scheduled time of departure. Check-in closes promptly (45) minutes before the scheduled time of departure. It is recommended that you present yourself at the desk at least two (2) hours before. Passengers who present themselves later than (45) minutes prior to scheduled time of departure will not be accepted for travel, and will forfeit their seats. If you do not complete the check-in process by the check-in deadline, we may cancel your reservation without refund. By completing the check-in process we mean that you have received your boarding pass for your flight and proceeded through the airport security process

When should I present myself at the boarding gate?
Passengers should present themselves no later than thirty (30) minutes prior to scheduled time of departure. We will not be liable to you for any loss or expense you suffer if you fail to meet check-in deadlines or fail to be at the boarding gate on time. Should you arrive at the gate later than 15 minutes before departure, you may be refused carriage and you and your luggage will be off-loaded without compensation. This is to ensure on-time departures, for the benefit of the majority of our passengers.

Where will the flight arrival information be found at the airport?
Each airport has its own method of displaying flight arrival information. Please check the public information screen at the arrival airport or with the relevant airport authority information point.

Do you offer self or online check-in?
We will be introducing new facilities such as online check in the near future, to make sure you are kept up to date with or new products and services; click here to subscribe to our e-newsletter

Must all of my party be present at check-in?
It is permissible for the lead passenger in the party, providing they are of the same family, to present all baggage and documentation at check-in. The passenger checking the party in will be asked security and other questions which they must be able to answer on behalf of the entire party.

Is there a separate check in for males and females?
No, check-in queues are open to all.

Do you have Group Check-in facilities?
No. In order to reduce delays it is recommended that groups present themselves for check-in when the check-in desk opens two and a half (2½) hours before the scheduled time of departure.

Do you have any special check-in facilities for disabled or elderly passengers?
If you require assistance at the airport please ensure you advise us before you travel by calling 9200 05588. It is essential that passengers requiring assistance present themselves for check-in when the check-in desk opens two and a half hours before the scheduled time of departure.

Can I send my driver to collect my boarding pass?
No, the passenger who is flying must present themselves for check-in.

Can I check to see if my friend is onboard?
No, this is not possible for security reasons.

Is ID required for check-in?
We require all adult guests to provide current photographic ID at check-in on all domestic service flights i.e. a valid passport; GCC National Identity card; or KSA Iqama, together with any other travel documentation required for the journey they are undertaking. Guests travelling on international flights must have a valid passport and exit/re-entry visa.
It is your responsibility to ensure that you have the necessary valid documentation; we reserve the right to refuse travel to any passenger whose documents do not appear to be in order. Children under 16 years of age travelling on domestic service flights can travel without photo identification provided that they are travelling with an accompanying adult.

Is my Booking Number required for check-in?
Yes, please make a note of your booking number when you book and provide this with your ID at check-in.

Where is the gate number displayed at the airport?
It can be found on your boarding card, or at any of the public information screens in the departure terminal. We do recommend that you check for any last minute changes relating to the departure gate on the information screen.

What security checks will be required for boarding?
You and your baggage will be subjected to security screening throughout their journey.

Do you have dedicated lounges at the airport?
We do not offer this facility at present. However, we may introduce the ability to purchase lounge access in the future. To keep up to date with our products and services please click here to subscribe to our e-newsletter.

Baggage

What is the cabin baggage allowance?
Each passenger is permitted one standard piece of cabin baggage, which must be no heavier than 7Kg in weight and within the following dimensions, 23x34x48cms. If the cabin baggage piece exceeds these limitations it must travel in the hold. Please note laptop computers will be counted towards your cabin baggage allowance. In addition to this allowance you may carry a coat, handbag and small items purchased in the airport. If cabin baggage exceeds the limits, the baggage will be required to be checked in and will count towards the passenger’s checked baggage allowance. Passengers must be able to place the piece of luggage safely in the overhead storage bins without assistance.

What is the hold baggage allowance for adults and infants?
Each passenger can check  baggage with a maximum weight of 20kgs. Anything in excess of this will be charged according to our standard excess baggage charges of SR15 per excess kg for travel within KSA and SR25 per excess kg for International flights. The checked baggage allowance is available to passengers who have purchased a seat. Infants who share a seat with an adult do not have a baggage allowance.

Is there a max allowance for a single piece of hold baggage?
No single piece of hold baggage may exceed 32Kg.
Any item heavier than 32Kg will not be accepted for travel with us and should be sent separately as freight, with a different supplier.

For operational reasons, cabin baggage may need to be checked in to the hold, Passengers need to ensure that the following items are removed from checked baggage:

For security reasons all types of Liquids, Aerosols and Gels listed below, or any similar to them which exceed 100ml in volume or quantity must be carried in your hold baggage and NOT in your cabin baggage:

Bottled liquids
Oils
Creams
Toothpastes
Perfumes
Cosmetic Gels (including shampoos and other non solids such as lipsticks)

Can I take a musical instrument?
If you do not wish to check your musical instrument in as hold baggage you may purchase an extra seat so it can travel with you in the cabin, Click here for details on how to book.

Can I purchase an extra seat for comfort or medical reasons?
If you require an additional seat for comfort please click here for details on how to book.

Can I carry human remains or ashes onboard?
We do not accept human remains for carriage on any routes. Ashes can be carried as part of the passengers standard baggage allowance, The passenger in possession of the ashes must ensure they are securely packaged in an appropriate container.

Do you allow permit pets onboard?
We do allow the carriage of Birds of Prey and Assistance Dogs only, no other live animals are permitted on Sama flights, Click here for details on how to book.

Do you permit birds of prey on board?
Yes, please click here for details on how to book.

What items are prohibited on board?
The following articles are not permitted to be carried on either as cabin or hold baggage on any of our aircraft:
Gas cylinders Deeply refrigerated flammable, non-flammable, and poisonous gases such as butane, oxygen, propane, and aqualung cylinders. Includes butane gas (e.g. for use with heated hair appliances) camping gas, and chef's blow torches
Flammable liquids and solids such as lighter or heater fuels, paint, and matches (except one box of matches or one refillable cigarette lighter Per passenger). These must be carried on the person and are NOT permitted in cabin baggage or in hold baggage. Disposable lighters are NOT permitted.
Poisons such as insecticides, weed killers, arsenic, and cyanide
Radioactive material, oxidising materials, and organic peroxides such as bleaches and fibreglass repair kits
Infectious substances such as bacteria and viruses
Corrosives, such as mercury, acids, alkalis, and wet-cell batteries.

Do you allow ceremonial swords onboard?
No, ceremonial swords are not permitted to be carried onboard our aircraft.

Is it permitted to take Sporting equipment onboard? i.e. Golf clubs?
They will be included as part of your standard baggage allowance. Large sized or heavy items will need to be checked and placed in the baggage hold. Special attention must be given to packaging of such items. All excess baggage will incur an additional charge. You may therefore wish to ensure that you have suitable private travel cover in force for such items, click here to buy one.
Please note there are restrictions on the dimensions of baggage permitted as all baggage must able to be screened in standard security x-ray machines.

If you wish to book an extra seat for your oversized baggage please click here for details on how to book.

Bicycle tyres must be deflated, pedals removed, handle bars fixed parallel to the frame

If the bike length exceeds 180cm the front wheel should be removed and fixed next to the rear wheel within the box

Excess baggage charges will apply if the bike plus other checked baggage exceeds our weight limits.

Is it permitted to carry Zam Zam water onboard?
Yes, but it must be carried in a watertight plastic (or other solid material) container which must then be sealed in a plastic bag (bags for this purpose are available at all relevant airports). Zam Zam water can only be carried as hold baggage. We reserve the right to refuse to carry your Zam Zam water if our airport staff do not believe the packaging is sufficient to avoid leakage.

Can I carry firearms in my baggage?
Sporting Guns may be accepted for travel, subject to certain conditions, please click here for more details on how to book. All other firearms are not permitted on Sama flights.

What happens if my baggage is delayed or damaged?
If your baggage is damaged, lost or delayed during a flight, you need to advise our representative and complete a missing baggage report before leaving the baggage area of the arrival airport. We will not accept responsibility for the damage or loss of protruding parts such as wheels, straps, pull handles, or other items that are attached to baggage, or items lost as a result of badly packed baggage.

Who do I call after I report my baggage as missing?
This will vary depending on your arrival airport. Once you have completed a missing baggage report you will be notified of the procedure and all contact details.

How do I make a claim for damaged baggage?
You must make a baggage claim within seven (7) days of your journey and send it to our Contact Centre. Please click here for our full contact details.

Do I require travel insurance?
Passengers are advised to take out their own insurance to cover the value of their baggage and its contents, particularly if they are carrying important or valuable items. Claims made directly to us are dealt with up to our legal limit of liability and must be supported by appropriate evidence of loss or damage.We recommend you purchase SABB Takaful Travel Cover for yourself and your baggage, click here to buy one. 

Dangerous Goods

Are dangerous goods permitted on board the aircraft?
The following articles are not permitted to be carried on any of our aircraft;

Explosives and Flammable Substances
Ammunition (unless approved in advance for carriage with sporting Guns), explosives and explosive devices
Blasting caps
Detonators and fuses
Replica or imitation explosive material or devices
Mines and other explosive military stores
Fireworks, flares and other pyrotechnics
Grenades, smoke generating canisters or cartridges
Flammable liquids of any kind
Aerosol spray paint, turpentine and paint thinner

Chemical and toxic substances
Acids and alkalis, corrosive or bleaching substances
Disabling or incapacitating sprays
Radioactive material
Poisons, infectious or biological hazardous material
Fire extinguishers
Please note that passengers are not allowed to carry "strike anywhere" matches or disposable lighters under any circumstances. This applies to both hold and cabin baggage.

What items are prohibited from being carried in the cabin?
Dangerous articles
The following articles must not be carried onboard either on the person or as cabin baggage:
Guns, (unless Sporting Guns approved in advance,click here for details on how to book)Firearms and Weapons
Toys or replica guns (plastic or metal)
Catapults, cross bows, harpoons
All firearms and component part of firearms (please see separate FAQ on firearms)
Signal flare pistols, starter pistols, air pistols, rifles and pellet guns
Industrial bolt and nail guns
Animal humane killers, stun or shocking devices
Lighters shaped like firearms
Personal attack alarms

Pointed / edged Weapons and Sharp Objects
Axes, hatchets, arrows, darts
Crampons, harpoons, spears, ice axes and ice picks
Ice skates
Meat Cleavers
Household cutlery
Knives with blades of any length and machetes
Ski and walking / hiking poles
Razor blades and Scalpels
Tradesmen's tools
Sabres, swords and swordsticks
Scissors, paper knives
Laser pens
Hypodermic syringes (unless supported by medical evidence)

Blunt Instruments
Knitting needles
Sporting bats
Billiard, snooker or pool cues
Lacrosse and hockey sticks
Kayak and canoe paddles
Fishing rods
Martial arts equipment
Skateboards
Self heating drinks/food
Any other item which in our reasonable opinion could be used to endanger the aircraft or any of the customers or crew.

Can I carry firearms onboard?
Sporting Guns may be accepted for travel, subject to certain conditions, please click here for more details on how to book. All other firearms are not permitted on Sama flights.

Expectant Mothers and other special needs

Do you accept Expectant Mothers for travel?
We will accept Expectant Mothers for travel up to twenty seven (27) weeks inclusive of their pregnancy without a medical certificate. If travelling between weeks twenty seven (27) and thirty two (32) weeks inclusive of their pregnancy a medical certificate will be required stating the number of weeks of pregnancy and confirming the Expectant Mother is fit to fly, this must be issued by a doctor. Please note that certificates issued by a midwife cannot be accepted as an authorised form of documentation. Pregnant passengers are not permitted to travel on or after week thirty two (32), and therefore all return flights must be completed no later than week thirty two (32)

Please click here to download a blank Medical Disclaimer for completion by your Doctor if you or any of your family plan to travel between 27 and 32 weeks of pregnancy

What is the minimum age of a baby before he/she can travel?
Minimum two (2) weeks old.

Is breast feeding permitted onboard?
Yes, but please be aware and respectful of your fellow passengers.

What are the age definitions for children and infants?
Infants: 0-24 months
Children: 2-13 years (adults are aged thirteen (13) years and over)

What is the maximum number of children allowed to travel with each adult?
There is no restriction on numbers within reason. School parties of ten or more children must be advised to us at the time of booking. All children must be accompanied by a supervising adult.

What is the maximum number of infants allowed to travel with each adult?
The maximum number of infants travelling is restricted to one (1) per paying adult fare, any additional infants must purchase another seat and a baby car seat must be provided by the travelling adult for safety purposes.

What amenities are carried onboard for children and infants?
There are no specific amenities onboard our aircraft.

Do you have bassinets for babies?
These are not available on our aircraft.

Is it permitted to carry a buggy as part of the baggage allowance?
Yes, you may carry a baby buggy in addition to your normal baggage allowance at no extra charge. The buggy must be declared at check-in, and it may then be taken to the aircraft door and given to our flight attendants who will place the buggy in the hold during the flight. Where possible we will Endeavour to return the buggy to you on arrival at the aircraft door, if not it will come through with your hold baggage on the carousel in the arrivals area.

Do you permit child car seats on board?
Yes as long as it is of an approved standard and a specified seat has been purchased. It will not be counted as part of your baggage allowance.

Do you have child activity packs onboard?
Children’s activity packs are not available onboard.

Can my child(ren) travel alone?
We do not accept unaccompanied minors under the age of thirteen (13) for travel, once a child reaches the age of thirteen (13) they can travel alone. Children under thirteen (13) years of age cannot travel unless accompanied by a person aged sixteen (16) years or older who will take responsibility for the minor (we will only accept minors being accompanied by a person aged under sixteen (16) if the accompanying adult is a parent of the minor).
Under no circumstances, must another passenger be approached at the airport and asked to accept responsibility of an unaccompanied minor during the flight.

I do not feel well, should I travel?
If you are unsure of this please consult your doctor. If you are taken ill at the airport, you should contact a member of our ground staff for assistance.

Infectious diseases
Any Adult or Child with an infectious disease may not be able to travel and we reserve the right to refuse carriage.

Severe:
Passengers suffering from a severe infectious disease e.g. severe respiratory infections, tuberculosis or pneumonia are not permitted to travel.

Minor Cases:
Rubella, passengers can be accepted for travel four (4) days after the appearance of the rash.
Measles, passengers can be accepted for travel seven (7) days after the appearance of the rash Mumps, passengers can be accepted for travel when all swelling has subsided. This is usually after seven (7) days however it can take up to fourteen (14) days.
Chicken pox, passengers can be accepted for travel seven (7) days after the appearance of the last new spot.
Viral infections, passengers suffering from viral infections e.g. influenza should avoid travel as such infections can be contagious.
Passengers travelling with any of the above conditions or who are suffering from chronic illness are required to produce a medical note certificate at check in confirming that they are fit to fly.

Do you permit passengers to carry medication onboard?
Any severe medical condition that requires carrying of specific equipment must be approved by us prior to travel.

Passengers travelling with controlled drugs and/or injectable materials are advised to carry their medication/medical equipment separately from their standard cabin baggage to ensure ease of recognition at check-in and security check points.

Passengers travelling with broken limbs: Passengers travelling with broken limbs do so at their own risk. We recommend any passengers with limbs in plaster seek advice from their doctor as to their fitness to travel and whether additional seats are required for comfort. If additional seats are required these must be purchased in advance by calling our Contact Centre on 920005588. click here for more details

Passengers travelling with artificial limbs Gas cylinders worn for the operation of mechanical limbs and spare cylinders of a similar size may be carried to ensure an adequate supply for the duration of the journey.

Needles Hypodermic needles are permitted for carriage for medical purposes only. Passengers travelling with needles must be advised that injections required during the flight must be self-administered. Our Flight Attendant are unable to administer injections under any circumstances. Diabetics Injections required during the flight must be self-administered. Please ensure that you carry supplies of insulin in your cabin baggage. Diabetic insulin pens will be permitted for travel without medical documentation.

If you have any questions regarding your medication and/or medical equipment please call us on 920005588

Do you assist passengers with disabilities?
Passengers with specific requirements are those whose mobility is reduced due to physical incapacity, intellectual deficiency, age, illness or any other cause of disability. We are unable to accept those passengers with a level of disability which requires the presence of a care assistant unless a care assistant is travelling with the passenger. A maximum of two (2) disabled passengers can travel with one Care Assistant.
Passengers with specific requirements must make us aware at the time of booking by calling our Contact Centre on 9200 05588. We require a minimum of forty eight (48) hours notice to arrange assistance. It may not be possible to honour requests received less than forty eight (48) hours prior to the scheduled time of departure of a flight, as we may not be able to accommodate your needs. This could result in passengers being unable to travel. However, wherever possible, we will Endeavour to provide passengers with assistance with boarding and disembarking flights.

We recommend you arrive at the airport two and a half (2½) hours prior to scheduled time of departure in order to ensure we can meet your requirements. Arrangements will be made for passengers to be pre-boarded in advance to ensure the Flight Attendants can explain the safety requirements onboard the aircraft. A person who is pre-boarded may be accompanied by a maximum of two (2) travellers who are the appointed guardians, parents, carers or travelling companions and any siblings under the age of sixteen (16). Passengers with specific requirements will not be permitted to sit in emergency exit rows of the aircraft in case of an emergency evacuation of the aircraft.

Do you allow passengers with hearing/seeing disabilities to travel with their Guide Dogs?
yes, please click here for details on how to book.

If you wish to be pre-boarded, please contact a member of staff who will be able to arrange this. Please note that we operate a strict pre-board policy, Arrangements will be made for passengers to be pre-boarded in advance to ensure the Flight Attendant can explain the safety requirements onboard the aircraft. A person who is pre-boarded may be accompanied by a maximum of two (2) travellers who are the appointed guardians, parents, carers or travelling companions and any siblings under the age of sixteen (16) years.

In any event, passengers who present themselves at the boarding gate later than thirty (30) minutes prior to scheduled time of departure will not be accepted for travel, and will forfeit their seats.

We do not carry motorised wheelchairs. Passengers' folding wheelchairs will be carried free of charge as part of their normal baggage allowance, they must be declared at check-in, it may then be taken to the aircraft door where it will be placed in the aircraft hold. We cannot guarantee that the wheelchair will be returned to you on arrival at the aircraft door, if not it will instead come through with your hold baggage on the carousel.

If you are in any doubt about what items you can take or pack, please call us in advance of travel or ask upon arrival at the check-in desk. Passengers with specific requirements (i.e. children, infants, disabled) will not be permitted to sit in emergency exit rows of the aircraft in case of an emergency evacuation of the aircraft. For safety reasons we may limit the number of wheelchairs we can accept per flight so please call our Contact Centre on 9200 05588 to confirm your requirements at the time of booking.
Wheelchair facilities cannot be provided at the airport for passengers who are completely immobile and cannot walk unaided, or are unable to climb the aircraft steps or cannot walk long distances. You may request a wheelchair to take you from the check in area to the aircraft steps but this must be requested at time of booking, to arrange this service call our Contact Centre on 9200 05588

What meals/refreshments do you provide onboard?
Refreshments may be purchased onboard from the Sama Café, which will be offered for sale by our flight attendants during the flight. No complimentary beverages or food will be supplied.

Do you provide diabetic meals as an alternative onboard?
No. Any special food or beverage dietary requirements are to be provided by the passenger themselves. If you have special requirements please make sure you carry ample food and beverage supplies for your journey. This includes provision for check-in, any possible delays, the duration of the flight and your transfer to your accommodation at your arrival destination.

Is it permitted to bring my own food with me onboard?
Yes, you can carry your own pre-prepared food onboard, provided it is within your seven (7) kilos per person hand baggage allowance. Please be aware that our flight attendants will not be able to heat food items that you have brought with you. Please note you may not consume any beverages onboard which are not purchased from our flight attendants (unless in respect of special dietary requirements).

Am I able to heat or prepare my own food on board the aircraft?
No, this is not permitted.

What can I do if I have a nut allergy?
Passengers are advised that we may sell nuts onboard our flights. Passengers who suffer from anaphylaxis should notify us when booking their flight so that we can make any arrangements or announcements as required onboard. You should also advise the Flight Attendant when you board the aircraft.

Is it possible to arrange special occasion cakes and chocolates during the flight?
We are unable to offer this service at present but may introduce it in the future. To hear about our new products and services please click here to subscribe to our e-newsletter.

Future Expansion

What destinations will you fly to?
We have major expansion plans for 2010, including new aircrafts and new destinations. To be the first to hear about our new services and destinations please click here to subscribe to our e-newsletter.

Do you fly international?
Yes, click here to see where we fly.

Hotels, Cars and Insurance

Do you offer hotels?
We have partnered with Octopustravel.com to provide a wide range of hotels to suit all budgets across our Saudi and worldwide destinations. Click here to visit their website and check out the great deals available to our passengers.

How do I search for a hotel room?
Click here to visit the Octopustravel.com website and follow the simple instructions to find great prices on all our destinations.

Do I have to book a flight to book Accommodation with your partners?
No, and Octopustravel.com offer a wide choice of accommodation in other worldwide cities, not just our Saudi destinations. To check out their latest offers please click here to visit their website.

How do your accommodation prices compare to other providers?
We are so confident that Octopustravel.com offers our passengers a great deal that they offer a “price promise”. So if you find the same hotel at a cheaper price elsewhere they will refund the difference (basic terms and conditions apply, please click here to visit their website for full details).

Do I need to pay for my accommodation when I book?
Yes, in order to offer the best deals you must pay for your hotel when booking. Please click here to visit the Octopustravel.com site for great offers to our passengers.

How can I request interconnecting rooms when booking my accommodation with Octopustravel?
Hotels are not always able to guarantee special requests even when booking direct.
If you have any special requests for your booking, please follow the onscreen instructions before confirming your booking with Octopustravel.

What if I cancel my trip, can I claim for a refund through you for my accommodation booking?
No, accommodation bookings are accepted by Octopustravel.com subject to their terms and conditions. For details on their cancellation policy, please click here to visit their website. If you have travel cover you may be able to recover any non-refundable accommodation costs (and indeed your flight costs), click here to visit the SABB Takaful website for details on the travel cover they can offer Sama guests.

How can I check the terms and conditions when booking my accommodation?
Just click here to visit the Octopustravel.com website and view their terms and conditions.

Do you offer car rental?
We have partnered with Avis, the worlds leading car rental broker, to offer great deals to our customers. Click here to visit their website and book your car hire today.

How do I search for a car rental?
Click here to visit the Avis website and follow the simple instructions to find great prices on all our destinations.

Do I have to book a flight to book a Car Rental with your partner?
No, and Avis offer a wide choice of car rental in other worldwide cities, not just our Saudi destinations. To check out their latest offers please click here to visit their website.

How can I check the terms and conditions when booking a Car Rental?
Just click here to visit the Avis website and view their terms and conditions.

Do you sell sightseeing tours?
We do not currently sell this product, however, we will be adding new products and services so please click here to subscribe to our newsletter to keep up to date with our latest offers and travel products.

Do you sell foreign currency?
Not at present, however, we will be adding new products and services so please click here to subscribe to our e-newsletter to keep up to date with our latest offers and travel products.

Our Aircraft

What type of aircraft do you fly?
We fly the Boeing 737-300, with an all economy cabin configuration of 148 seats. The Boeing 737-300 aircraft is flown by most low fares airlines and is very popular with its customers.

Who maintains your aircraft?
Lufthansa Technik company who specialise in providing aircraft maintenance services to airlines.

How many cabins of service do you operate?
To enable us to offer fares that are cheaper than currently available in the market, we offer only one cabin of service, making us an all – economy carrier. We are confident that the great service and on-board product that we offer alongside these lower fares are highly attractive to our customers.

What is the seat pitch?
Our minimum seat dimensions:
Pitch (distance between back of seat and back of seat in front): 29-31 inch (approx. 74-79 cm)
Width (distance between armrests): 17 inch (approx. 44 cm)

Do you have seat belt extensions?
Yes, these are distributed by the Flight Attendant prior to take-off upon your request.

How are you regulated?
We comply with the requirements of Saudi Arabia’s General Authority of Civil Aviation (GACA) which is the independent Government agency responsible to oversee the operations of all airlines within the Kingdom. This agency meets the highest international standards as outlined by the UN agency ICAO and the US regulatory agency – the FAA.

How will Sama notify passengers of any schedule changes or delays?
If flight schedules are changed prior to the day of travel, we will SMS or email the changes to the person who made the booking, in accordance with the standard notification procedure. For this reason please ensure you give the correct contact details to us when you book your flight. Changes on the day of departure will normally be handled at the airport.

What happens if the flight is delayed before departure for any reason? What onward arrangements will be made? Do you offer compensation?
We do not accept responsibility for any onward transportation. Our flights are not intended for use in connecting with flights of other carriers or other flights of ours. Any connections are made at your own risk and if you have an onward flight you will have to collect and check in with your baggage for each portion of your journey. For full details of our delay and cancellation policies, including compensation, please click here to read our terms and conditions.

What happens if a flight is cancelled prior to the date of departure? What flight re-accommodation arrangements will be made?
If a flight has been cancelled by us for any reason prior to the date of departure, every effort will be made to re-accommodate you onto another flight closest to the scheduled time previously booked. We accept no responsibility for any onward transportation. Our flights are not intended for use in connecting with flights of other carriers or other flights of ours. Any connections are made at your own risk. For full details of our cancellation policies, including compensation, please click here to read our terms and conditions.

What happens if I miss my flight?
If you fail to present yourself at the check-in desk forty (40) minutes prior to the scheduled time of departure you will not be accepted for travel and will forfeit your right to any refund. If this happens please call our Contact Centre or present yourself at the airport ticket desk for assistance in purchasing a seat on our next available flight.

What happens if my flight is cancelled due to weather / unforeseen circumstances?
We will always use our best efforts to provide your flight as per our published scheduled departure and arrival times; however, we may delay or cancel a flight where we reasonably consider this to be justified by circumstances beyond our control or for reasons of safety, security, operational or commercial reasons.

We will not compensate other than providing you with one of the following options;

1. Re-routing to your final destination at the earliest opportunity, or;

2. Re-routing to your final destination at later date at your convenience and subject to availability, or;

3. A credit of the fare paid for the journey not made and for the journey already made where the flight no longer serves the purpose of the original travel plan.

What happens if my flight is delayed?
We will always use our best efforts to operate your flight as per our published scheduled departure and arrival times; however, we may delay or cancel a flight where we reasonably consider this to be justified by circumstances beyond our control or for reasons of safety, security, operational or commercial reasons.

We are not liable for damage or loss occasioned by delay where we can reasonably prove that we, and our Authorized Agents, took measures that could be reasonably required to avoid the delay.

Where a flight is delayed in departing and we accept responsibility for the delay, we will provide the following:

1. After a one (1) hour delay, refreshments will be made available.

2. After a three (3) hour delay you can choose between a credit of the fare paid for the journey not made and for the journey already made where the flight no longer serves the purpose of the original travel plan, or you may choose to continue to wait, in which case you will be provided with either a hot meal or vouchers with which to purchase a hot meal.

3. After a six (6) hour delay you will be given a full credit of the fare paid for the journey not made and for the journey already made where the flight no longer serves the purpose of the original travel plan. Once a credit has been given your Booking Number will be cancelled and our liability for the delayed flight will cease.

What happens if the flight is diverted to another airport?
Appropriate transportation (by air or by ground) will be made available to your final destination / connection airport.