Frequently Asked Questions

Baggage & Sports Equipment

What should I do if my baggage is damaged, delayed or lost?

If you experience any loss, damage or delay to your baggage you must in the first instance advise the ground handling staff at your arrival airport and complete a Property Irregularity Report (PIR). If your bag is delayed, they will endeavour to find your bag for 5 days and will provide you with their local telephone contact number.

Once you have received your PIR - then please click here and enter your details to see the latest status regarding your bag.

If your bag has still not been found after 5 days, Central Baggage Services will take over the responsibility of looking for your bag. They can be contacted on the following numbers:

From within the UK: 0330 660 0815 (call charged at local rate)

From outside the UK: +370 523 63402 (local international rate)

This Call Centre is open 08:00 to 20:00hrs local UK time.

In addition, you will need to write to us at the address below enclosing a copy of the completed PIR, baggage tag receipt and original purchase receipts (to evidence the age and value of the item), within 7 days for damaged bags and within 21 days for delayed or lost bags.

Customer Care Team
PO Box 284
LS11 1GE

We aim to respond to you within 28 days.

Please note that will not accept liability for valuable items (e.g. jewellery, cameras, laptops, cash, electrical equipment, and documents) contained within any checked-in hold baggage because it is permissible for such items to be carried within hand baggage in the cabin. The limits of our liability in relation to baggage are described in detail in our Terms and Conditions. We cannot consider claims where the original bag tag receipt is not produced.

Under international convention, any payment that the carrier is liable to pay for lost or damaged items is limited. This is why we strongly recommend that you take out comprehensive travel insurance. We would suggest that you try to pursue a claim with your travel insurer in the first instance as they are more likely to offer a higher level of compensation than ourselves. As is committed to offering the best fares to our customers by keeping our overheads as low as possible, we do not consider claims for damage to baggage below 30GBP / 40EUR / 58CHF / 1060CZK / 165PLN in value.

I have left some of my property onboard the aircraft - can you find it and return it to me?

Our cabin crew remind all customers to ensure they remove all their personal belongings before disembarking. We operate quick turnarounds and any property found on our aircraft (including wallets and mobile phones) is handed to the ground handling dispatcher on arrival. It is then passed on to the arrival airport's Lost & Found Property department. We regret that we cannot be responsible for tracing your lost property and respectfully ask that you contact the Airport's Lost Property department yourself. The contact details for the airports lost and found departments can be found by visiting the relevant airports website directly, or by using a search engine and searching the relevant airport name along with ‘Lost Property’.

Baggage restrictions

Please refer to our Check-in, ID and Security page for any updated information on baggage that may affect or supersede the advice given below including details of restrictions on liquids permitted to be carried through EU airport security search points.

Can I carry firearms?

We do not currently allow the carriage of firearms.

What is my hand baggage allowance?

You may carry on board one piece of unchecked cabin baggage free of charge which must be no more than 10kg in weight and no larger than 56cmx45cmx25cm, including all wheels and handles. Should your cabin baggage be larger than these dimensions or weigh in excess of 10kg, you must check this in as hold baggage for which there will be an additional charge which you must pay.  You may also be permitted to bring an additional, small item of cabin baggage on board (such as a handbag, laptop bag or airport purchase) provided that such items can be reasonably carried on board, either in the overhead compartment or under the seat in front of you.  These items are carried in the cabin subject to our discretion and applicable operational requirements.  Any alcohol brought on board by you must not be consumed during the flight.  With all hand/cabin baggage (including airport purchases) we reserve the right to require that it must be  stored in the aircraft hold due to operational requirements (in which case there will be no charge unless it exceeds the size or weight requirements referred to above).  In such circumstances you must ensure that all valuable items are removed and kept with you in the cabin.

Carriage of e-cigarettes

In accordance to safety regulations, passengers are required to carry e-cigarettes in the cabin/hand luggage, and not in their checked baggage. E-cigarettes are not permitted to be used during the flight.

Can I carry hoverboards?

No, you cannot carry hoverboards on flights, whether that’s in your checked-in bags or in your hand luggage.

As we can’t be certain of how to switch off each hoverboard and its battery power rating, there’s a risk it could overheat. Your safety is of the highest importance to us, which is why we will not be carrying hoverboards on any of our flights.

Can I take a hand bag in addition to my hand luggage?

We will, where possible, allow you to bring a small additional item of cabin baggage on board (such as a handbag, laptop bag or airport purchase) provided that such items can be stowed either in the overhead compartment or under the seat in front of you.  These items are carried in the cabin subject to our discretion and applicable operational requirements on the day.  Any alcohol brought on board by you must not be consumed during the flight.

What is my checked baggage allowance?

Each customer can book up to a maximum of 3 bags per one way flight (provided the relevant charge per bag has been paid) but these cannot exceed a combined maximum weight of the relevant allowance as detailed below. Anything over the allowance will be charged at the prevailing excess baggage rate per kilo. No single item of baggage can weigh more than 32kg. The charge for each bag is variable depending on your destination and whether you make your booking via our website, our call centre or at the airport. Discounts may apply if you choose the on-line check-in option during the booking process.

The baggage allowance is 22kg for each travelling customer per bag booked and paid for (excluding infants). When pre-booking additional bags in advance of travel, the allowance increases by 22kg per extra bag booked up to a maximum of 3 bags, or 66kg, per travelling customer. No single item of baggage can weigh more than 32kg.

What happens if I need to check in a hold bag or an additional hold bag at the airport?

If you have not pre-booked all your hold baggage prior to arrival at the airport, a fee of 45GBP /  65EUR / 1780CZK / 70CHF / 270PLN per item will be charged at check-in, plus any additional excess baggage charges if applicable.

Excess baggage

Subject to availability and at's discretion you may check-in excess baggage, on payment of the relevant charge at the departure airport. This charge is currently 12GBP / 18EUR / 20CHF / 480CZK / 75PLN per kilo. Payment is generally accepted in local currency cash or by payment card which support foreign currency transactions. If you are planning to travel with excess baggage please allow extra time to complete the check-in process. No single item of baggage may weigh more than 32kgs. On request and with our prior approval certain items of sporting or medical equipment may be carried in excess of this weight. Please contact us prior to making your booking to obtain the necessary authorisation. If you fail to inform us in advance, we reserve the right to refuse carriage of these items.

Top tips on baggage

Please ensure your baggage is strong and fit for purpose and sufficiently robust to protect the contents and to withstand the normal baggage handling process. Soft sided cases and protrusions, such as handles, wheels and locks, can be particularly vulnerable.

Please note: We shall have no liability whatsoever for damage to articles not permitted to be contained in checked baggage, including fragile or perishable items, items having a special value, such as money, house and car keys, jewellery, precious metals, cameras, computers, personal electronic devices including iPods, business documents or other valuables, passports and other identification documents, or samples. Please see our full Terms and Conditions for further details.

Before travel

  • Remove old destination labels from previous flights.
  • Label each bag with your name, flight number and contact telephone number.
  • Never pack cash, valuable items, perishable goods, important documents or essential medications in your checked baggage.
  • Always carry any cigarettes and tobacco within your hand baggage allowance.
  • When purchasing alcohol to take to your destination, don't forget to check the current airport security restrictions on carrying liquids as hand baggage. Glass bottles packed in hold baggage may break and plastic bottles can split causing damage to both your own and other customers' belongings and are therefore carried entirely at your own risk.
  • makes great efforts to ensure all luggage is handled with care, but you should know that's liability for loss, delay or damage to baggage is limited. does not accept liability for fragile, valuable, perishable articles or baggage, which is packed in damaged or unsuitable containers. Nor does accept responsibility for damage caused by fair wear and tear, where baggage is not fit for purpose or replacement of "designer" luggage. We strongly recommend that all customers obtain adequate travel insurance cover prior to their journey.
  • Lock your baggage and ensure all pockets and zips are fully secured. Claims for items reported as missing from unlocked baggage will not be considered.
  • At check-in, each item of checked baggage will be given a destination tag showing your flight number and you will be provided with a receipt portion. Do not dispose of your checked baggage receipts until you retrieve all checked baggage at your destination airport. No claims will be considered without production of the original bag tag receipt.
  • Never carry unidentified items on behalf of other people.

At your destination airport

  • Take care when claiming your baggage at your destination, as many suitcases look the same. It is best to always check the name on the baggage tag and compare it to your receipt.
  • You must contact the staff at the airport (or our handling agents) immediately should you find that your baggage is damaged or has not arrived. Irregularities must be reported immediately as claims cannot be processed once you leave the airport. Staff will assist you in completing a Damaged/Lost Baggage Report form.

What about hazardous articles or materials?

To ensure your safety you must not include in your luggage, articles which are likely to endanger the aircraft, passengers or crew. Examples of such items can be found here.

What items are prohibited in my hand luggage?

The following items are prohibited from being taken into the cabin as hand luggage:

Any type of firearm or component part of a firearm;
Toys or Replica Guns;
Slingshots or Catapults;
Stunning devices – any type of device specifically to stun or immobilise;
Objects with a sharp point or edge capable of causing serious injury;
Axes or hatchets;
Knives (regardless of length of blade);
Razor blades;
Martial arts equipment;
Swords and sabres;
Trade tools such as drills and drill bits, crowbars, screwdrivers, saws, blowtorches etc;
Metal Cutlery;
Knitting needles;
Blunt instruments capable of causing serious injury;
Snooker/Pool cues;
Sports bats;
Clubs, batons or truncheons;
Any type of incendiary substances or devices including replica or imitation explosives;
Party poppers
Self heating drinks/food. 

Any other item that in our opinion could be used to endanger the aircraft or any of its passengers.

Golf bags and ski equipment

Golf bags and ski equipment charges are 30GBP/ 43EUR/ 46CHF/ 1180CZK/ 180PLN per flight for each item up to 20kg but you can save £5 by pre-booking online » 

Other outsize and sporting items

For the carriage of other outsize and sporting items such as snowboards, non-motorised bicycles, surfboards and body boards please see below or click here for more information. To pre-book large water sports equipment and for charges for other, non listed sports equipment, please contact the Call Centre. Please note that no item of sporting equipment can exceed 6ft in length. We cannot guarantee extra space on the flight on which you are booked for such items. If space is not available, the items will be sent on the next flight with available space. Special conditions apply to the carriage of sports and outsize items.

Freight or cargo items cannot be accepted as passenger baggage.

Car seats and pushchairs

Collapsible pushchairs/buggies or children's car seats up to a total maximum weight of 10kg (for both items) do not form part of the baggage allowance and may be carried free of charge on a limited release basis as checked luggage. If the combined weight is more than 10kg excess baggage charges will apply. There must be an infant or child on the booking.

Do you carry outsize items and what are the associated charges?

Many items, including but not limited to musical instruments, golf clubs, non-motorised bicycles, surfboards, water and winter sports equipment, are inherently unsuitable for carriage by airlines operating fast turnarounds. However, is prepared to carry such items, subject to space being available. Customers should ensure that they have comprehensive insurance in place for these items as the airline's liability is limited.

Current charges applicable for the carriage of the following items are shown below. Prices shown are per item per one-way flight . However, charges will be levied at the prevailing rate on the date of travel.

Item of Carriage

Bikes max weight 30kg* 
All other items max weight 20kg* 
Max size 6ftx3ft (182 x 91cm) 

Charge per Item per one way flight

30GBP / 43EUR / 46CHF / 1180CZK / 180PLN



30GBP / 43EUR / 46CHF / 1180CZK / 180PLN 
Pre-book online and save £5 »


30GBP / 43EUR / 46CHF / 1180CZK / 180PLN


15GBP / 22EUR / 24CHF / 600CZK / 90PLN

Items marked as (pre book) must be pre-booked through our Call Centre. For all other items listed above, if you are travelling as part of a large party (e.g. more than 9 with golf clubs) please advise our Call Centre in advance so our ground handlers can be advised. Save £5 by pre-booking online »

*Any weight over this limit will be charged at standard excess baggage rates (see Excess Baggage above).

**Scuba tanks, if part of your equipment, need to be empty with the valves open.

***Non -motorised bicycles must be wrapped in stiff cardboard with the pedals off and the handlebars turned in line with the frame. Tyres must also be partially deflated.

Other outsize items e.g. tennis bag & racquets, may be carried for a discretionary charge strictly subject to prior agreement. Alternatively, standard excess baggage charges will apply. See below re musical instruments.

Any charges are payable at the departure airport and are non-refundable. Please retain your receipt to show when checking-in for your return flight otherwise you will be charged again. Payment is accepted in local currency cash or by payment card which support foreign currency transactions.

If you are planning to travel with outsize baggage please allow extra time for the check-in process.

Can I travel with my musical instrument?

If your musical instrument is within the permitted hand baggage dimensions of 56x45x25cm and weighs less than 10kg, it can be carried onto the aircraft with you. Always check the prevailing airport hand baggage restrictions at your departure airport(s) as these can vary. Depending on the occupancy of the aircraft, strictly at our discretion, we may permit a slightly larger instrument to be carried on board, provided it will fit into the overhead lockers and the prevailing charge for carriage of this item is paid. Alternatively, we will accept such an item as checked baggage provided it is within a strong, protective case and you understand it is carried by us strictly on a “limited release” basis. We strongly recommend that you have comprehensive insurance cover in place to cover any loss, damage or delay as the airline’s liability is limited. You will also be required to pay the prevailing rate for carriage of this item, the weight of which will be limited to 20kg per item, thereafter you will be required to pay the current excess baggage charge per kilo up to a maximum weight of 32kg per single item.

Larger instruments such as a guitar or cello, may be carried in the cabin on a dedicated seat but this extra seat must be paid for. A non-emergency exit window seat will be allocated. For safety reasons the item must weigh less than 65kg, be restrainable in the seat and must not extend above the top of the seat by more than 30cm.

I am getting married abroad. What shall I do about my wedding dress?

You can check your wedding outfit into the hold as part of your standard baggage allowance, taking care to ensure it is properly protected from damage and you have appropriate travel insurance in place. If the outfit  is within the permitted hand baggage dimensions of 56x45x25cm and weighs less than 10kg, it can be carried onto the aircraft with you as your hand luggage allowance and will need to be stowed in the overhead locker.