Help Centre | fly.co.uk

 

Do you have questions about booking your flights on our services? Eighty nine percent of our customers find the appropriate answers here! Before rushing off to the airport, make sure you are informed and ready for your holiday. While we strive to provide our customers with the most accurate answers to questions about cheap flights and airlines, we also tackle all issues surrounding your booking. In our FAQ section, you will find information on cancellations, payment methods and much more! If you have questions not covered in our FAQs please don’t hesitate to contact us. For example, if you have specific questions about topics like air routes simply get in touch with our friendly staff and we will be glad to provide you with any information you may need. We have various options for you to contact us, all of which can be accessed after clicking through our FAQs.

1 How can I pay for my ticket?
Your E-ticket can only be paid with Credit card.
The following credit cards are accepted for payment:
  • Visa
  • Visa Electron
  • Mastercard
  • American Express

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2 How is a booking made on fly.co.uk?
  1. Flight search
    • On the home page, enter your departure and destination airport on the booking form.
    • If necessary, add further details on the upper booking screen such as 'accompanying children', 'class', etc.
    • Click on the "Find Flights" button.
    • Now you can book the available flights displayed.
  2. Select offer
    • From the search result list, select the appropriate flights.
    • To book, click on the orange "Select Offer" button. You will be directed to page 3 of the booking process.
  3. Book a flight
    • Please see details on page 3 of the booking process. Check the required information for travelers, etc, carefully.
    • Select the additional travel insurance services if desired.
    • Click on the "Book Flight" button.
  4. Summary of flight information
    • The confirmation number for your pending booking request will be displayed in bold print on the next page.
  5. Booking request received
    • About 15 minutes later you will receive an e-mail with your request.
    • This is intended as a confirmation of your booking and contains a summary of your booked flight(s) or additional service(s). However, this does not confirm that your tickets have been issued.
  6. Receive confirmation
    • Shortly after booking, you will receive a final confirmation via e-mail with an invoice and your personal e-ticket .
      Note: For scheduled flight bookings, you receive a booking confirmation from fly.co.uk via e-mail. For Low cost flight bookings, you will receive an instant confirmation directly from the airline.
Delays in receiving the confirmation e-mail will happen if:
  • The Credit Card is declined
  • Additional services were requested
  • The traveler is underage
  • Your payment address is not correct

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3 How long does the final booking confirmation take?
Your final confirmation, including an invoice and your e-ticket, will be sent shortly following receipt of your reservation request.
Delays will occur if:
  • The Credit Card is empty
  • Additional services were requested
  • The traveler is underage
  • Your payment address is not correct

Should problems arise or delays occur, you will be contacted by our service team.

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4 How do I receive my boarding pass?
Once you have received your booking confirmation (invoice and/or e-ticket) by e-mail, you have several options:
  • You can print out your booking confirmation yourself.
  • You can print out your boarding pass using check-in service machines at the airport.
  • The booking confirmation can be sent from the airline website using your WAP browser via MMS to your phone. Simply present it at the check-in counter.

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5 How does the online check-in work?
Enter your reservation number on the website of your airline. The desired seat(s) can also be selected.
  • Please note that bookings with low fare airlines do not allow for check-in at the airport, or only include very limited opportunities to check-in at the airport. We therefore advise that you check in online and print out your boarding pass at home.This will save you time, stress and money. Of course, you can still check your luggage at the airport. Please find more relevant information prior to your departure on your airline's website.

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6 What do I need to check-in at the airport?
For check-in at the counter of your airline, you will need:
  • Booking Confirmation (invoice or e-ticket)
  • Valid identification document (eg. passport, identity card or driver's license)
The boarding pass is issued by staff at the counter.

To use the check-in machines of your airline, you will need:
  • E-mail confirmation with the booking code (File key-found on the invoice or e-ticket)
  • Valid identification document (eg passport, identity card or driver's license)
The boarding pass is printed by the machine.
    A discrepancy between the title listed on your ticket (for example, Mrs.) and the title listed on your passport (for example, Miss or Ms.) will have no effect on your ticket's validity. You do not have to alter or cancel your ticket.

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7 What is the "E-ticket" procedure?
An E-ticket is an electronic ticket (boarding pass), which is stored on the airlines computer system. The data are already at the check-in counter, to enable faster and easier travelling. Generally, since June 2008, there are no more paper tickets issued.

Your benefits
  • No re-issuing of tickets in case of change of booking
  • No more forgetting or loss of tickets
  • Availability of different check-in possibilities
Use: Start by booking your flight as described here. After booking your flight, you will receive a booking confirmation with your personal reservation number via e-mail. From this moment, your E-ticket is stored electronically in the airline reservation system.

Before your departure, you can check-in as follows:
  • At the counter with your ID card or passport
  • At the airport, on the check-in machine of your airline.
  • On the website of the respective airline, via the internet at home.

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8 How do I re-confirm my flight?
The information on flight times are subject to change by the airlines. The re-confirmation of flight times for connecting and return flights are available by request from the airline 48 hours prior to departure.

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9 Is it possible to book flights without obligation?
With fly.co.uk, you can securely book your flight, but a non-binding reservation is not possible.

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10 Is it possible to book for another person?
Yes, it is possible. Please specify the name of the person under "Passenger Data" during the booking process.

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11 Why does it show available seats and when I try to book, they are no longer available?
Available seats are constantly changing. In the period between you making the reservation and trying to actually buy the ticket, the seat can be sold. Therefore when you try to confirm an offer it can come back as sold out already.

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12 Is it possible to pay with a third party credit card?
Yes, it is possible. If paying with a third party credit cards, simply complete the form using the third party information under “Cardholder” during the booking process. If necessary we may need a copy of the credit card and your ID card. Please understand that we may seek written confirmation directly from the cardholder.

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13 Is it possible to forfeit the booked one-way and use the return flight only?
Generally, this is not possible. However, it is possible to use the outbound and forfeit the return flight. You will not be reimbursed for the unused portion.

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14 I would like to change or cancel my booking. What should I do?
Bookings with major airlines can be canceled by calling fly.co.uk directly. Major airlines include Lufthansa, Air France, KLM, Delta, Alitalia, Turkish Airlines, British Airways, Swiss, Austrian Airlines, Scandinavian Airlines, Iberia, TAP, Aeroflot, and United.

The amount of the rebooking or cancellation fees is contingent upon the booking price and the applicable tariff provisions. This fee can be as high as 100 percent of the ticket price. The exact amount of the cancellation fee can be found in the respective offers under the "Terms and Conditions".

If you have booked flights with low cost carriers, you can only cancel directly through the airlines website or hotline. Low cost carriers include easyJet, Ryanair, Vueling, TUIfly, Blue Air, Norwegian Air Shuttle, and Wizz Air.

The airline Air Berlin offers both scheduled and low cost flights. For more information on the differing types of flights available, please see the offers overview and then consult the flight details located beside the airline name on the right margin of the booking page.

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15 What is the cost of rebooking/cancelation?
The rebooking or cancellation fee, depends on the booked fare and the applicable fare rules. The fee can be up to 100 percent of the ticket price. The exact amount of the cancellation fee can be found under "Tariff Policy" when making the booking.

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16 How do I enter my Frequent Flyer Number?
To enter your frequent flyer number, please e-mail us at service@fly.co.uk or contact the airline directly.

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17 Where can I view my current flight times?
If you have booked a scheduled flight, there is the possibility to see your current flight times under www.checkmytrip.com and/or www.virtuallythere.com. For all other flights, you can check the status of your flight (including the current flight time) directly on the website of your airline.

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18 What should I do, if I do not receive my booking confirmation email?
If you do not receive the e-mail confirmation within two hours after your booking request, please check if the anti-spam feature on your e-mail program is activated and the e-mail confirmation is not stored as spam in your junk mail folder.

If you still have not received your email confirmation after that, please contact us via e-mail at service@fly.co.uk.

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19 How can I reserve my seat?
Reserving seats on domestic flights can be done through the airlines homepage or directly at the airlines check-in counter.

For seats reservation on international flights, you can enquire by emailing our service team or on the website of the airline.

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20 Can I book a flight for someone other than myself?
During the booking process, there are fields to add other passengers to your flight. To add passengers, simply select the appropriate number of accompanying passengers and enter their names when prompted.

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21 Missed flight - what now?
If you fail to arrive at check-in, you lose your right to carriage. Nonetheless, you are still obligated to pay the fare. In this case, please contact the airline immediately.

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22 Does fly.co.uk charge fees for flights?
Our website gives you the opportunity to view all accessible airlines, budget, and charter flights worldwide, simply and easily. We provide you with a comprehensive overview of possible flight connections, and simplify flight price comparison. With us, you can book quickly without having to access multiple sites. Fly.co.uk gives you the opportunity to combine flights with different airlines, so you can find the lowest available prices.

We charge a nominal service fee for our work, the amount of which is dependent upon the type of flight and additional services desired. You will be informed of the amount of this fee before your booking is completed, in accordance with our company regulations (Terms and Conditions).

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23 What is the Security Code (CVC code) for credit cards and where can I find it?
The three-digit security code is printed on the back of most credit cards (eg Mastercard, Visa) or beside the signature panel. For AMEX cards (American Express) it is the four-digit code, located on the front of the card.

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24 How much luggage am I allowed? / How much does extra luggage cost? / How much does special luggage (for example, golfing/sport equipment) cost? / What is allowed in hand luggage?
Generally scheduled airlines differentiate between the weight and piece concept. The general allowance per passenger depends on the policies of the particular airline, the destination you are travelling to and the class you are travelling in. It may also be relevant whether the passenger is a member in a frequent flyer or bonus program (eg Miles & More).

When the weight concept applies:
  • The passenger may freely distribute a fixed weight specified by the airline.
When the piece concept applies:
  • The passenger must carry a certain number of bags of a certain weight.
With some low cost carriers, such as Spirit Airlines, the luggage must be booked online.

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25 Why do deals with various airlines appear within a flight?
We find the best and cheapest available combination for your return flights. This way, you save money and receive 2 separate flight confirmations. The departure and returning flights are independent from one another and will be booked as individual flights.

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26 When should I be at the Airport for check-in?
Depending on the route length, please allow for the approximate check-in times as follows:
  • Domestic connections: 60-90 minutes
  • International connections : 120 to 180 minutes
It is also possible to view the check-in times on your airline's website.

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27 When will my credit card be charged after booking?
The payment of the fare is generally payable immediately after confirmation from our customer service team. Credit cards are charged according to a time delay of the existing contract with the account-holding institution.

The protection of your personal information and privacy are important to us. Fly.co.uk uses SSL (Secure Socket Layer) security software, which is one of the best and safest technologies. Your payment details are encrypted for transmission. You can be sure that your data cannot be read by a third party.

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28 Do I need to provide the original credit card with which the flight has been paid?
No, the credit card holder must not be present. A valid identification document and the booking code you received via e-mail is sufficient.

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29 Can I use credit vouchers from airlines on my online booking?
The original voucher must be present for ticket issuing. For this reason, it is not possible to use credit vouchers from airlines for online flight bookings.

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30 When was fly.co.uk founded?
As a subsidiary of the German company Fluege.de, fly.co.uk was founded in March 2010. Fly.co.uk is an online travel agency that helps you find the best flights with just a few simple clicks. Whether you're looking for scheduled flights, low cost flights or seasonal offers, fly.co.uk helps you find the best deals from over 750 airlines worldwide.
  • Scheduled Flights
  • Airline Specials
  • Low Cost Flights
We regularly update our flight offers, so you get the best and most up to date prices with one simple click. Book your next flight from the comfort of your own home.
  • The most important travel and flight news.
  • Current offers and bargains
  • Information about flight destinations
  • Airline reviews
Thank you for visiting fly.co.uk and have a great trip!

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31 How can I contact fly.co.uk from abroad?
If you are abroad and have service questions, please contact the international support team:
+49 341 65050 80082   Calling costs

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32 The title listed on my ticket is different from that listed on my passport. What should I do?
A discrepancy between the title listed on your ticket (for example, Mrs.) and the title listed on your passport (for example, Miss or Ms.) will have no effect on your ticket's validity. You do not have to alter or cancel your ticket.

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33 Is my personal data safe?
The protection of your personal information and privacy are important to us. Fly.co.uk uses SSL (Secure Socket Layer) security software, which is one of the best and safest technologies. Your payment details are encrypted for transmission. You can be sure that your data cannot be read by a third party.

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34 What do I need to know when travelling to the USA?
Before departure you will need an official travel authorisation if you wish to travel without a visa (as a tourist, for example). You must apply for this using the Electronic System for Travel Authorisation (ESTA). You can find more information at https://esta.cbp.dhs.gov/esta. Until recently, travellers arriving by sea or by air whose travel purpose required them to obtain a visa (as is the case with students, immigrants, or business travellers) also had to fill out form I-94 before completing their journey to present to U.S. Customs and Border Protection (CBP). This form is now obsolete and the required information can be electronically registered directly to your passport. The information can be accessed online at www.CBP.gov/I94 for reference purposes.

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35 Information for Disabled Passengers: What kind of planning is required before the flight?
Consult which immunizations are required for the country you want to visit. For any perscription medication, it may be required to provide the correct documentation or a doctor's note for the prescription. Also, make sure there is enough medication for the duration of the trip, and also a little extra in case of an emergency. Also, sometimes even guide dogs are subject to quarantine laws, so find these things out, and make sure to have the proper documentation.
It's a good idea to look up the nearby hospitals in the area you will be staying. Find out the disabled facilities of any hotels you are staying at and any tours you plan on doing.
If you require the assistance of a wheelchair, make sure it is serviced before you embark on your trip.
Notify the airline if you need any special assistance at the airport within 72, and no later than 48 hours before your departure, so that the airlines have enough time to prepare someone in the airport to be there to assist you.

London Heathrow Airport
Contact number: (0)844 335 1801
Special assistance areas are located throughout the terminals. T1 zone D, T3 zone A & B, T4 zone B, T5 zone G. Blue and orange badge parking in all short stay car parks. Induction loops throughout all terminals.

London Gatwick Airport
Contact number: (0)844 892 0322, select option 2
Special assistance points are found throughout the airport. Induction loops and reserved seating areas are available. Disabled (blue badge) parking is found in the short-stay car parks at both terminals. Accessible routes into the terminals are signposted.

London Stansted Airport
Email address: stn.prm@uk.issworld.com
In the Mid Stay Car Park, Blue Badge parking spaces are situated close to the bus pick-up shelter in L Zone. In the Long Stay Car Park, Blue Badge parking is available in Zone Q. The special assistance help desk is at the front of the terminal building, between Check-in Zones D and E (24/7 service). Induction loops are fitted in certain areas of the terminal and satellites. Transit system is wheelchair accessible.

Manchester Airport
OCS staff number: (0)871 271 0711
Designated assistance points with telephones, intercoms and drop-down seats located throughout car parks and the airport. Disabled parking spaces charges apply (£2.20 for up to 30 minutes).

Birmingham Airport
Contact number: (0)121 767 7878
Staff with sign language can be contacted via the Special Assistance Reception Desk. Induction Loop System (and mini-loop systems) are installed around the terminals. Blue Badge holders may park free of charge for up to one hour in the Drop & Go area (must have a Blue Badge and car parking ticket from the NCP Customer Services desk in the terminal building).

Edinburgh Airport
Contact number: (0)131 344 3449
Induction loops (look for the "sympathetic ear" symbol) are dotted throughout the terminal. Payphones and credit-card telephones are adapted for hearing aids and directional signs are in high-contrast black and yellow. Help points and reserved seating are available. Vehicles carrying passengers with blue badges are given 15 minutes' free access.

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36 Information for Disabled Passengers: What arrangements need to be made on the day of travel/ during the flight?
It's important to arrive early, probably 1 hour earlier than usually recommended to allow for the extra screening of any medical equipment and medications. Manual searches can be done for medical equipment that may be damaged by the body scanners. Most manual wheel chairs can be brought onboard as carry on luggage, but powered chairs need to be checked in with the cargo luggage. If this is the case, please inform your flight attendant, especially if you need to catch a connecting flight so that your chair can be prepared for you as soon as possible after landing.

For people who have mobility limitations, it's advised that they book with double-aisle aircrafts whenever possible, as these have the best access from the seats to the toilet facilites. Also, it makes sense to ask for an aisle seat for optimum accessibility. Sometimes an aisle wheel chair can be arranged if requested in advance.

British Airways
Guide dogs: Yes
Braille safety cards:Individual safety briefings
Medical oxygen supplied: Free
Mobility aids carried: Free
Disabled toilets: On Boeing 747 aircraft


easyJet
Guide dogs: Yes
Braille safety cards:No
Medical oxygen supplied: No
Mobility aids carried: Free
Disabled toilets: No


Monarch
Guide dogs: In the hold only
Braille safety cards:No
Medical oxygen supplied: £100
Mobility aids carried: Free
Disabled toilets: No


Ryanair
Guide dogs: Certain routes only
Braille safety cards:No
Medical oxygen supplied: £100
Mobility aids carried: Free
Disabled toilets: No


Thomson Flights
Guide dogs: Certain routes only
Braille safety cards:No
Medical oxygen supplied: Can be carried free of charge
Mobility aids carried: Free
Disabled toilets: No


Virgin Atlantic
Guide dogs: Certain routes only
Braille safety cards:Yes
Medical oxygen supplied: Free
Mobility aids carried: Free
Disabled toilets: Airbus - one fully wheelchair-accessible toilet. Boeing 747-400 - partially accessible toilets


Guide dogs that are accompanying visually impaired travellers must be compliant with the DEFRA Pet Travel Scheme (commonly known as Pet's Passport).
Monarch and easyJet both allow passengers to carry their own portable oxygen cylinders free of charge. Cylinders are restricted in size to 0.5 metres long and 250 mm in diameter, and appropriate medical documentation must be presented during check-in.

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Technical enquiries can be addressed via our fly.co.uk-Hotline by our service team.

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