Help/FAQ
Before your flight
Do I have to reconfirm my flight?
We recommend that you confirm your outbound or inbound flight time 24–48 hours ahead of planned departure via our Service Centre on +49 (0)30 698 024 9993. When booking, you should also list a telephone number on which you can be contacted at your destination.
How far in advance do I have to be at the airport?
We recommend that you arrive at check-in between 60 and 90 minutes before scheduled departure in accordance with the prevailing security regulations.
Passengers must present themselves at check-in with a valid personal ID/passport/visa and their booking confirmation with booking number at least 45 minutes before scheduled departure. Passengers who arrive at the check-in desk after their flight has finished checking in will not be eligible to check in, will lose their right to fly and will forfeit any claims to reimbursement or rebooking without charge.
Please be prepared for different waiting periods at check-in and the security check points depending on the airport. Also plan for the eventuality of long walks to gates within the airport.
Which passport, visa and health regulations have to be observed?
Some countries’ entry regulations require the presentation of a valid passport, a visa and/or special forms. Health regulations may also vary. You can usually request the current entry regulations from the Foreign Office/Ministry of Foreign Affairs.
Note for parents: Please note that children have to have valid EU children’s passports to enter some countries. In addition, the authorities often have to verify whether or not children are travelling with their parent/guardian or with an authorised adult. For this reason, parents whose children have a different surname should carry documents that show proof of parentage. In case of doubt, contact the Foreign Office in the country of destination for information on country-specific regulations.