Flybe Key Information Document

Answers to key things you may want to know about your Booking.

Please note you should read the information provided on each link, and our General Conditions of Carriage too.

 

FLIGHT TIMES

You’ve changed my flight time, what can I do?

If we change your flight time, we will try to contact you using the details you provided at the time of booking.  We will offer you the following options:

  • rebook on to an alternative Flybe flight free of charge;
  • rebook on to an alternative carrier free of charge if we can’t get you there; or
  • offer you a full refund if the flight time has been changed by more than 2 hours.

More details here.

My flight is delayed, what happens now?

If your flight is delayed for a significant period of time, then you will be entitled to help from us, the level of this help depends on the distance of your flight and the time of delay.  How we work out what help we need to give you is in accordance with a piece of EU law called Regulation 261 which gives you certain rights.  To use our online tool to see these options click here.

 

CHECK-IN AND MY BOOKING

There are several ways you can check-in with us.  Please click here.

I forgot my Ticket or my Boarding Pass what can I do?

If you get to Check-In before the Check-In Deadline and forget your Ticket or have lost your boarding pass, do not worry, provided you can prove who you are and that you have a Booking we can print another copy for you, or your boarding pass.  More information is available here: CHECK-IN.

I missed my flight, what do I do?

If you don’t take your outbound flight, without advising us in advance, or fail to cancel the flight before the Check-In Deadline, we will cancel your return or onward reservations.  However, if you advise us in advance, or cancel the outbound journey on your Booking before the Check-In Deadline we will not cancel your subsequent flight reservations.

If you contact us after the outbound Flight then your Booking will have been cancelled. If you contact us to advise us you would still like to travel, then where there is space in the same class of fare we will reinstate your Booking, or look at other options.  If there is no available space, we will use reasonable efforts to transport you to your next or final destination.  If there is an increase in fare you must pay the fare. More information is here.

Something happened and I may not make my flight.  Can you help?

Should you be required to change any aspect of Flight due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised you must contact us as soon as practicable and we will use reasonable efforts to help you and transport you to your next Stopover or final destination, without recalculation of your fare. 

 

CANCELLATION

What happens if you cancel my flight?

We do what we can to ensure you can fly with us, so in the unfortunate event that we have to cancel your flight we try to minimise disruption to you.

We work in accordance with a piece of EU law called Regulation 261 which gives you certain rights.  To use our online tool to see these options click here.

What happens if I need to cancel my flight?

In the event you decide voluntarily to cancel your travel plans, then depending on the ticket type you bought there may be several options available to you.  Click here for more.

Please be aware that tickets purchased with us are refundable in accordance with our Refunds policy.

It is really important that you carefully consider which ticket type is most suitable for you.

Also, we recommend that you take out adequate travel insurance to cover your travel plans.

What if something goes wrong outside of my control?

If you start your journey, become ill and can’t continue the rest of your journey, we may extend the period your Ticket is valid:

  • until after the date when you become fit to travel up to a maximum period of one calendar year from the date the Ticket was booked; or
  • our next available flight after your recovery period;
  • provided you give us a valid medical certificate stating the facts relating to your illness and confirming the date that you will be fit to travel again.  When we receive this and your Ticket we will decide whether to:
  • allow you to extend the period your Ticket is valid for up to one calendar year from the date the Ticket was booked; or
  • provide you with a voucher for the amount you paid for your flight and any Baggage costs paid by you valid for a period of 18 months’ from the original travel date for you to use on any Flight in our network;

in these circumstances, if your immediate family are travelling with you on the same Booking we offer the same to them too.  Such decisions are at our discretion.

In the unfortunate event that you are accompanying someone on the Flight and they die on-board, we can extend the period your Ticket is valid for up to one calendar year from the date the Ticket was booked.

In the unfortunate event that you are travelling, and a member of your immediate family dies we can extend the period your Ticket is valid for up to 45 (forty-five) Days’ from the date of death on recent of a valid death certificate.  If you have other immediate family travelling with you on the same Booking we can offer the same to them too.

 

If before your Flight, a serious circumstance beyond your control prevents you from being able to fly, examples include you being seriously ill or injured or there being a death of your spouse or civil partner or within your immediately family or of someone named on your Booking and you can provide proof of the same and proof of your identity you should call our Contact Centre at least four hours’ ahead of the Flight’s scheduled departure time in order for us to extend the period your Ticket is valid for.

 

REFUNDS

I can’t use my ticket, can I get a refund?

Subject to the 24-hour Refund Policy (click here for details), any tax redemption (namely Air Passenger Duty) on unused tickets will incur a £25.00 (EUR35.00, CHF40.00) Tax Redemption Fee per person per sector.

Is my ticket refundable?

Your ability to claim a refund depends on the ticket type you bought.  As a general rule Flybe’s tickets are non-refundable, but certain tickets do allow you to change your booking.  The three ticket types we have are Just Fly, Get More and All-In.

  • Just Fly tickets are non-refundable and are not eligible for any refund, save that you may apply for a refund of any applicable tax namely Air Passenger Duty subject to payment of the Tax Redemption Fee.
  • Get More tickets may be cancelled and a refund requested only via our contact centre.  To do so you must contact us within our Contact Centre opening hours within 24 hours of making your initial booking and no later than two hours before the schedule departure time of the flight.  A fee of £25.00 / EUR35.00 / CHF40.00 is payable.  When processed the applicable refund will then be made in accordance with our General Conditions of Carriage including any applicable Air Passenger Duty less the applicable cancellation fee. You will not be charged an additional Tax Redemption Fee if you cancel your ticket in this way.
  • All In tickets may be cancelled and a refund requested only via our contact centre.  To do so you must contact us within our Contact Centre opening hours within 24 hours of making your initial booking and no later than two hours before the schedule departure time of the flight.  No additional fee is chargeable.  The applicable refund will be payable in accordance with our General Conditions of Carriage which will include any applicable Air Passenger Duty.  You will not be charged an additional Tax Redemption Fee if you cancel your ticket in this way.

All ticket types after 24 hours of initial booking period are non-refundable save that you may apply for a tax redemption subject to payment of the Tax Redemption Fee.

 

CHANGING MY BOOKING

We understand that sometimes things change and you need to alter your plans.  This is why we have three different ticket types.  The different tickets allow you to make different changes to your booking.  More information is available here.  Please carefully consider which ticket type is suitable to your needs.

  • If you have an All-In Ticket Type (details here) you can make certain changes to your Ticket. Including changing the date or time of your flight even at the last minute, free of charge, giving you ultimate freedom and peace of mind, should your plans change. 
  • If you have a Get More Ticket Type (details here) you can make certain changes to your Ticket.  You can change route and flight as often as you like – all you will pay is any difference in fare between the old ticket and the new.  On the day changes can be made to change your flight to an earlier or later flight that same day at no extra cost, giving you greater flexibility too.
  • If you have a Just Fly Ticket Type (details here) and chose to purchase Flybe Flex you can make certain ticket changes to the date, time and route subject to you paying any applicable change fee. Details of the Ticket Types and fees are here.

Something has gone wrong and I need to change my Booking, what do I do?

In the event that a serious circumstance beyond your control prevents you from being able to fly, examples include you being seriously ill or injured or there being a death of your spouse or civil partner or within your immediately family or of someone named on your Booking and you can provide proof of the same and proof of your identity – in this case you should call our Contact Centre at least four hours’ ahead of the Flight’s scheduled departure time in order for us to try to assist you.

 

NAME CHANGES

Mistakes happen and we know that, so we allow you to make a Name Change to your Ticket if:

  • you have not already flown on any Flight on the Booking (known as an ‘unflown booking’); and
  • you approach us via our Contact Centre or at our Airport desk directly if your Booking is made direct with us (i.e. via our contact centre, website or app).  Please note that if your Booking is made through a licensed third party booking system or travel agent only that licensed third party may make the requested changes; and
  • you make the Name Change request no later than four hours before the Flight’s scheduled departure time in accordance with our Name Change requirements found here;  and
  • you provide any proof of identification we may request; and
  • subject to payment of the relevant Tariff found here.

 

In the event that you:

  • have made a minor spelling mistake to your name on the Booking (e.g. Smith rather than Smyth);
  • are seriously ill or injured and can provide a medical certificate documenting why you are unable to fly and require a Name Change;
  • there is a death of your spouse or civil partner or within your immediately family or of someone named on your Booking and you can provide proof of the same; or
  • you wish to change the Booking to accommodate a change of carer for another person on the Booking who depends on them;

then provided you give us proof of the same, can prove your identity, and contact our Contact Centre at least four hours’ ahead of the Flight’s scheduled departure time, we will agree to allow the Name Change without the payment of the relevant Tariff.

 

OTHER AIRLINES

Sometimes we work with other airlines to give you even greater options for travel.  When this happens our obligations to you may change.  The most common ways we work with other airlines are: Franchises, Code Shares and Charters.

Franchises

When other airlines use our brand, our name, our livery and the BE airline designator code they may look and feel like us.  These flights are called “Franchises”.  In these cases a franchisee will operate your Flight and their terms and conditions of carriage and Carrier Regulations will apply to you.   When you make your Booking it will make clear at the time that this is a franchise flight.  Our main franchisees and their conditions of carriage are:

 

  • Stobart Air Conditions of Carriage
    The Conditions of Carriage for flights operated by Stobart Air with flight number between 6000 - 6299 can be found here.
  • Eastern Airways Conditions of Carriage
    The Conditions of Carriage for flights operated by Eastern Airways with flight number between 7600 - 7899 can be found here.
  • Blue Islands Conditions of Carriage
    The Conditions of Carriage for all flights operated by Blue Islands can be found here.

Code Shares

Sometimes we work with other airlines who put our BE code on their Flight or vice versa.  We can then sell tickets for the same flight under our BE code or the other airlines code.  These are known as “Code Shares”.  What this means for you is that even if you have a reservation with us and hold a ticket with our name or airline designator code for the flight, another carrier may operate the aircraft for your Flight.

The operating carrier is the one who operates the flight with the aircraft and crew.  The marketing carrier is the one who sells the tickets for the flight, they don’t operate it.

If the operating carrier and the marketing carrier are not the same you have the right to address a complaint or to make a claim for damages against either. If the name or code of another air carrier is indicated on your Ticket, (not solely stated as “Operated by”) that air carrier is your contracting air carrier.

Charter operations

If you are on a charter Flight, a separate charterer is responsible for your Flight.  The charterer will let you know via the Booker which airline will be operating your Flight either: at the time you make a reservation; or if arranged later, as soon as reasonably practicable.   They should also let you know the terms and conditions that apply to you.  This is because we do not have direct responsibility to you.  Therefore our conditions of carriage only apply to you to the extent we agree with the charterer.  It is the responsibility of the charterer to make you aware which Conditions apply, their Carrier Regulations, and to put this information in your Ticket or any other contract you have with the charterer.  We are only liable to you to the extent we agree with the charterer in our contract with them.

 

WHEN MIGHT YOU NOT ALLOW ME ON THE FLIGHT?

Safety is our utmost concern for all our passengers, crew and pilots.  As such, there may be circumstances where we may refuse to carry you.

We may decide not to carry:

  • unaccompanied minors;
  • pregnant women (especially where you try to travel outside of our prescribed time limits for pregnancy – see here); 
  • passengers who are ill or incapacitated;
  • passengers who must travel on a stretcher; or
  •  passengers who require passenger assistance;

    if arrangements to carry them have not been properly made and confirmed by us before check-in.  This requirement is to enable us to check resources are available to assist such passengers.

Other reasons we may deny boarding are when:

  • we have notified you in writing that we will not carry you on our flights;
  • carrying you or your Baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger;
  • carrying you or your Baggage may affect the comfort of any person in the aircraft;
  • you are or we have reasonable grounds to believe that you are intoxicated, drunk or under the influence of drink or drugs;
  • you are, or we reasonably believe you are, in unlawful possession of drugs;
  • your mental or physical state, age, conduct, or health is a danger or risk to you, the aircraft, or any person in it;
  • you have refused to allow a security check to be carried out on you or your Baggage;
  • you have not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security;
  • you have used threatening, abusive or insulting words towards our ground staff or another passenger or a member of the crew of the aircraft;
  • you have behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or a member of the crew of the aircraft;
  • you have deliberately interfered with a member of the crew of the aircraft carrying out their duties;
  • you have put the safety of either the aircraft or any person in it in danger;
  • you have made a hoax bomb or other security threat;
  • you have committed a criminal offence during the check-in or boarding processes or on board the aircraft;
  • you have not, or do not appear to have, valid travel documents;
  • you try to enter a country for which your travel documents are not valid;
  • the immigration authority for the country you are travelling to, or for a country in which you have a stopover, has told us (either orally or in writing) that it has decided not to allow you to enter that country, even if you have, or appear to have, valid travel documents;
  • you destroy your travel documents during the flight;
  • you have refused to allow us to photocopy your travel documents;
  • you have refused to give your travel documents to a member of the crew of the aircraft, when we have asked you to do so;
  • you ask the relevant government authorities for permission to enter a country in which you have landed as a transit passenger;
  • carrying you would break government laws, regulations, or orders;
  • you have refused or failed to give us information which a government authority has asked us to provide about you, including passenger information requested before your flight;
  • you have not presented a valid ticket;
  • you have not paid the fare (or any applicable surcharges, taxes, fees or charges) for your journey;
  • you have presented a ticket acquired illegally;
  • you have presented a ticket which you did not buy from us or our authorised agents;
  • you have presented a ticket which was not issued by us or our authorised agents;
  • you have presented a ticket which has been reported as being lost or stolen;
  • you have presented a counterfeit ticket;
  • you have presented a ticket with an alteration made neither by us nor our authorised agents;
  • you have presented a spoiled, torn or damaged ticket or a ticket which has been tampered with;
  • you cannot prove you are the person named in the ticket;
  • you have changed your transportation without our agreement as set out in our conditions of carriage;
  • you have failed to present your ticket or your boarding pass or your travel documents to us when reasonably asked to do so;
  • you have failed to complete the check-in process by the check-in deadline;
  • you have failed to arrive at the boarding gate on time;
  • you have refused or failed to undergo health screening or a health examination requested by us or by a government or enforcement agency;
  • you have behaved in a way mentioned above on or in connection with a previous flight and we believe you may repeat this behaviour;
  • we have banned you from our route network;
  • we have given you a banning notice and you have bought your ticket while the ban applies.  Please note, if you try to travel while a banning notice is in force, we will refuse to carry you and you will not be entitled to an involuntary fare refund. By a banning notice we mean a written notice we have given to you telling you that you are banned from being carried on our route network. (This means you are banned from travelling on all flights we operate.) This notice will give the date when the ban comes into force and the period for which it applies. A banning notice will also ask you not to buy a ticket or ask or allow anyone to do so for you.

 

WHEN I BUY MY TICKET WHAT OTHER CHARGES MIGHT THERE BE?

When you pay for your ticket you will be able to see in the booking flow any additional taxes, fees and charges that apply.

You are required to pay any applicable taxes, fees and charges imposed at any time by government, other authority or the operator of an airport, or carrier. These will be payable in addition to your fare.  You will be advised of them at the time you buy your Ticket and these will normally be shown separately on the Ticket.

The taxes, fees and charges imposed on air travel are constantly changing and can be imposed after the date your Ticket is issued. If there is an increase in any of the taxes, fees and charges you will be obliged to pay it. Similarly, in the event the taxes, fees and charges you have paid for are abolished or reduced so that they no longer apply to you, or a lesser amount is due, you will be entitled to claim a refund from us subject to payment of the Tax Redemption Fee. More information here.

Similarly, if you do not use your Ticket or any part of it, you are entitled to claim a refund of any taxes, fees and charges relating to the unused part of the Ticket which you paid for.  Such refund will be payable to you, less the Tax Redemption Fee.  For more information click here.

 

WHAT IF WE DIDN’T PROVIDE WHAT YOU ORDERED?

In the unlikely event that you booked a reserved seat and we could not provide it, we would offer you a full refund for the cost of the reserved seat.  As we don’t offer additional services ourselves you would need to take up any queries with the relevant providers e.g. car hire, hotels etc.

My luggage is lost or damaged or delayed. What do I do?

If your bag or any mobility equipment we carried for you is delayed at the airport or lost or damaged, please make your way directly to a Flybe representative within the baggage reclaim area of Arrivals. We shall ensure that we do everything possible to trace your items in the first instance; however, if it cannot be located within the airport, we will start the baggage tracing process and fill out a property irregularity report (PIR).  It is really important that you do this before leaving the airport.  There is more information here.

I’ve got special items in my Baggage which are valuable, what can I do?

If you have valuable items in your Baggage you can make a special declaration of value for them.  If you wish to do so you must also pay a surcharge for the declaration.  You must make the declaration in advance of your Flight at Check-In.

We may refuse to give you any special declaration of interest if:

  • you do not comply with the time limit to notify us in advance of Check-In;
  • you cannot prove the value of the items in your Baggage which you state in your special declaration of interest;
  • you do not pay the applicable surcharge.

We are entitled in our absolute discretion to impose a maximum cap for special declarations of value.  We will advise you of this limit at Check-In, or if you call our Customer Contact centre well in advance of your Flight.

In the event the items over which you made a special declaration of value are damaged we can ask you to prove the actual value of the Damage or loss.  This is to check whether the amount you declared was higher than the actual value of the items at the time of delivery and the cost of any Damage or loss.

We may refuse to accept a special declaration of value on Checked Baggage when a portion of the carriage is to be provided by another Carrier which does not offer the facility.