FAQ - Frequently asked questions

FAQ - Frequently asked questions

Our FAQ provides answers to the most common questions.

If you can’t find what you’re looking for in the FAQ or on our website, you are always welcome to contact Customer Service here.

Tickets and booking

How early or late can I book a seat on the flight?

Seats on board Jettime flights can be pre-booked from 3 to 9 months before departure, but no later than 2 days before departure. If you have pre-booked taxfree, your seat reservation must be done no later than 7 days before departure.

The timing of the booking also depends on when the tour operator sends your booking information to Jettime.

Can I pre-book a seat with extra legroom without the rest of the group on the same reservation needing to do so as well?

Yes, this is possible by contacting Jettime’s Customer Service here.

I need to cancel my trip. Can I get a refund for my additional purchases?

Yes, a refund is possible up to 4 days before departure. Simply contact Jettime’s Customer Service here.

Information about specific seats

Seat 11A does not have a window. If having a view is important to you, we recommend selecting another seat when booking.

• The front seats of the aircraft, seats 1 A/B/C - 2 D/E/F, are suitable for families with children. They allow for quick boarding and disembarking, cabin crew are nearby, and there are no seats in front. Please note that the armrests in these rows are fixed and cannot be raised.

Please note that passengers on board Jettime who require assistance/carried to their seats cannot sit here.

Check-in

When does check-in open and close?

Check-in for most European destinations opens 2 hours before departure and closes 45 minutes before departure. Some flights may have an earlier check-in deadline, so please check your travel document for details.

Guests arriving at check-in later than 45 minutes before departure may be denied check-in and boarding.

How do I use the self-service machines for check-in?

If you are departing from Copenhagen, Billund or Aalborg, you can check in using the self-service machines at the airport. They open 2 hours before departure and close 45 minutes before departure. Read more here.

Self-service machines are not available in international airports.

To check in, enter your ticket, booking, or reservation number at the self-service machine. You will then receive your boarding pass and baggage tag.

If you are traveling with Apollo, use your 6-letter flight booking reference.

Attach the baggage tag to your baggage and drop it off at the baggage drop. Information screens in the airport will guide you to the designated baggage drop counters.

Can I check in online and select seats for my flight?

Online check-in is only available if you have pre-booked or confirmed your seats in advance. Book your seat and read more here.

You can check in online from 7 days to 2 days before departure.

Please note that online check-in is not available from all return destinations. See which destinations offer online check-in here.

Can I use Fast Track at the airport?

Fast Track is available at select airports. Check the list here.

Please note that opening hours may vary.

Baggage

How much baggage can I bring?

If baggage is included in your trip, you may bring up to 20 kg of checked baggage, including 1 piece of hand baggage with a maximum weight of 5 kg. Please note that you are not allowed to bring additional hand luggage in the form of a computer bag, small handbag or any other small bags.

For trips lasting 3 weeks or more, you may bring up to 30 kg of checked baggage, including 1 piece of hand baggage with a maximum weight of 5 kg. Read the baggage policy here.

Please note, the 3 week baggage allowance does not apply if you’re flying one-way with Jettime or if you’re traveling with TUI, Spies, or Ving.

Can I bring extra baggage, and how much does it cost?

In most cases, you can bring extra baggage, except for ski and golf equipment. We recommend pre-booking extra baggage allowance for your checked baggage, as it is cheaper than paying at the airport. Extra baggage must be booked at least 2 days before departure. Read more here.

If your departure is less than 2 days away, please contact Jettime's Customer Service to make a booking.

Can I bring e-cigarettes in my baggage?

E-cigarettes must be carried in your hand baggage. Using e-cigarettes on board is strictly prohibited, and the battery must be removed from the device to reduce the risk of self-ignition.

What should/may I bring in my hand baggage?

The following items must always be kept in your hand baggage:

Essential medication.
Matches and lighters: Must be carried on you. Maximum 1 per person.
E-cigarettes: Using e-cigarettes on board is strictly prohibited, and the battery must be removed from the device to minimize the risk of self-ignition.

Powerbank

They are lithium batteries.
Must always be carried in hand luggage.
May not be used during the flight.
May not exceed 100 Wh.

We always recommend keeping the following items in your hand baggage:

Electronics: Laptops, tablets, mobile phones, keys, cameras, and accessories.
Valuables: Cash and important documents.
Fragile items: Glass bottles and other breakable objects.
Jewelry and personal items: Watches, eyeglasses, sunglasses, contact lenses, and items made of gold, silver, or platinum, including pearls and gemstones.

During your flight with Jettime, all electronic devices must either be completely turned off or set to flight mode when stored in your hand baggage.

Jettime does not compensate for lost or damaged valuables or fragile items if placed in checked baggage.

How should I transport lithium batteries?

Batteries in equipment such as computers, tablets, and phones (max. 100 Wh):
• Must always be carried in your carry-on baggage.

Power banks:
• Contain lithium batteries.
• Must always be carried in your carry-on baggage.
• May not be used on board.
• Maximum capacity per unit: 100 Wh.

Lithium batteries for mobility aids:
• Must always be carried in your carry-on baggage.
• Must be protected against short-circuiting.

Electric wheelchair or electric scooter with lithium battery:
• Max. 300 Wh for a single battery.
• Max. 160 Wh per battery when carrying two batteries.
• Must always be carried in your carry-on baggage.
• Spare battery/batteries follow the same rules.

Important:
Lithium batteries and equipment containing lithium batteries must not be placed in the overhead compartments. They must be removed from your bag/trolley and placed under the seat in front of you in a pouch or net. If you bring a bag for under-seat storage, the batteries may remain inside it.

Please contact Jettime Customer Service well in advance of your trip if you are travelling with a mobility aid and the battery capacity exceeds 100 Wh.

Is it allowed to bring food and liquids in my hand baggage?

Liquids, gels, and similar substances may only be carried in hand baggage in containers of up to 100 milliliters (0.1 liters) each.

You may bring multiple containers, but they must all fit inside a single transparent, resealable plastic bag with a maximum capacity of one liter. The bag must be fully sealed, with enough space for all contents.

These rules apply to, but are not limited to, the following food items:

Spreadable products (butter, margarine, peanut butter, jam, Nutella, etc.).
Semi-liquid products (ketchup, mustard, remoulade, mayonnaise, yogurt, etc.).
Canned goods (pickled herring, mackerel in tomato sauce, etc.).
Certain types of cheese (cream cheese, Brie, Camembert, etc.).

Jettime recommends packing food items in your checked baggage to avoid exceeding the one liter liquid limit for hand baggage.

Is it allowed to bring baby food in my hand baggage?

You are allowed to bring baby food in your hand baggage. Containers may be larger than 100 ml, but they must still be packed in transparent plastic bags and placed on the conveyor belt at the security control.

In some airports, baby food may be subject to additional random checks.

Can I bring sports equipment such as bicycles, golf equipment, or surfboards?

It is possible to bring sports equipment such as bicycles, golf equipment, and surfboards on board, but only in limited quantities. For more information on special baggage and how to book it, click here.

If you wish to bring a bike with automatic gears, the battery must meet all safety regulations. For more information on lithium batteries, read more here.

It is very important that the electronic gear system is deactivated and cannot be activated during the flight.

Am I allowed to bring electric transportation devices such as hoverboards?

No, electric transportation devices such as hoverboards, segboards, e-scooters, electric bikes, or balance boards are not allowed on Jettime flights.

What should I do if my baggage is delayed?

If your checked baggage is delayed at your destination, please contact Jettime's handling agent immediately, before passing through customs. The agent will file a Property Irregularity Report (PIR). If your baggage is delayed for more than eight hours, Jettime offers compensation of €100 per suitcase. In some cases, compensation may be processed through your travel operator. For additional coverage, please reach out to your travel insurance provider.

If your checked special baggage (e.g., strollers, wheelchairs, or sports equipment) is delayed for more than eight hours, Jettime may cover rental costs for similar equipment with proper documentation (receipts and PIR report).

Please note that Jettime does not offer compensation for delayed baggage on the return flight.

Can I get compensation for lost baggage?

If your baggage is lost and, despite providing all necessary details, has not been located within 21 days of its expected arrival, you can file a claim for lost baggage.

As Jettime's liability for compensation is limited, we recommend contacting your insurance provider for compensation. Read more here.

What should I do if my baggage is damaged during the flight?

If your checked baggage is damaged upon arrival, please contact Jettime’s handling agent immediately, before proceeding through customs. The agent will assess the damage and file a Property Irregularity Report (PIR). If you notice the damage after returning home, you must contact Jettime within 7 days.

Learn more about damaged baggage here.

Flight and comfort

Can I order food for my flight?

Meals on board must be pre-ordered through your tour operator or included in your trip. Learn more about onboard meals on Jettime flights here.

Can special meals such as vegan/vegetarian, lactose-free, or gluten-free food be ordered on board?

Yes, you can order a variety of special meals, including vegan/vegetarian, lactose-free, and gluten-free options. Special meals must be ordered at least three days before departure through your tour operator. Find out more about special meals here.

If your child has a food allergy, you can also order an adult special meal for them. Learn more here.

What should I do if I have an allergy, such as a nut allergy?

If you suffer from airborne nut allergies (or any other airborne allergy), we recommend contacting Jettime's Customer Service before your flight. You should also inform the cabin crew about your allergy once on board. The crew will notify other passengers and encourage them to be considerate by not opening or consuming products containing nuts during the flight.

Please note that Jettime continues to sell products containing nuts and does not limit the serving of such items on board. As such, we cannot guarantee a nut-free flight, although we do our best to be considerate. This also applies to other airborne allergies.

Special meals
If you have other food allergies, we offer a range of special meals, including lactose-free, gluten-free, and vegan/vegetarian options. These must be ordered at least three days before departure through your tour operator.

Storage of allergy medication
All allergy medication should be carried in your hand baggage, ensuring quick access if necessary.

Can I bring my own food, soda, and alcohol on board?

As a general rule, bringing your own food and drinks on board Jettime flights is not permitted. If you have a food allergy, we recommend contacting Jettime’s Customer Service before your flight here.

Do you show movies on board the flight?

Jettime does not have TV screens on board, and Wi-Fi is not available.
You are welcome to bring your own electronics, but please note that all electronic devices – such as phones, tablets, e-readers, and laptops – must be set to flight mode throughout the flight.

If you are seated in row 1 or by an emergency exit, all electronic devices must be stored in the overhead compartment during takeoff and landing to keep the floor clear.

Am I allowed to smoke e-cigarettes or cigarettes on board?

No. Smoking is strictly prohibited on board, including the use of electronic cigarettes.

Can I bring a CPAP machine on board?

Yes, a CPAP machine (used to treat sleep apnea) can always be brought on board as additional hand baggage at no extra charge. There’s no need to inform your tour operator or Jettime in advance.

Traveling with children

Can children travel alone with Jettime?

Yes, children aged 5 and older can travel alone with Jettime. You can read more about our unaccompanied minor policy here.

Can I fly while pregnant?

Yes, pregnant women can fly without restrictions up to and including the 35th week of pregnancy. However, special rules apply for multiple pregnancies. Read more about flying during pregnancy here.

Can I bring baggage and a stroller for my child?

Children under the age of 2 may bring one piece of hand luggage weighing up to 5 kg, as well as 10 kg of checked baggage. For children aged 2 to 12, the same baggage rules apply as for adults. Read more here.

In addition, all children under 12 may bring one stroller or pram free of charge. . En tvillingklapvogn kan medbringes til 2 børn. Mål på L 100 x B 75 x H 45.
If you wish to bring the stroller into the cabin, it must not exceed 56 x 46 x 26 cm in size and 6.5 kg in weight.

Read more about strollers and prams here.

Can I bring my own baby food on the flight?

Yes, you are allowed to bring baby food, formula, and milk for your flight. The containers may exceed 100 ml but must still be packed in transparent plastic bags and undergo security screening.

Please note that some airports may carry out random checks of baby food.

You can also order a regular children's meal for children under 2 years old. The meal must be ordered through your tour operator before departure.

Is there a changing table and baby bassinet on board?

Yes, there’s a changing table in the rear toilet of the aircraft. However, Jettime does not provide a baby bassinet on board.

Are there any seating restrictions for guests traveling with children?

For safety reasons, seats located by the emergency exits (marked in red and orange in the booking system) cannot be assigned to guests with children under 12 years old.

Additionally, only one child under the age of two is allowed per row. Each row with three seats has four oxygen masks, which means two children under two years cannot be seated in the same row.

Special assistance and needs

Why do I need to bring extra oxygen if I have COPD?

During the flight, the cabin’s oxygen levels are lower than what we are used to on the ground. As a result, passengers with COPD or heart conditions may need supplemental oxygen to ensure their comfort and safety. Read more about the need for oxygen onboard here.

What should I do if I need extra oxygen on board?

If you have a heart or lung condition that requires supplemental oxygen during the flight, you must contact Jettime’s Customer Service prior to departure. Read more about traveling with a lung condition here.

Can I bring my electric wheelchair?

Yes, you can bring your electric wheelchair free of charge, as long as the battery is approved for air travel and you have contacted your tour operator for approval at least 7 days before departure.

If your electric wheelchair uses lithium batteries, the battery strength must not exceed 300 Wh for a single battery or 160 Wh per battery if two batteries are used. Please contact Jettime's Customer Service for prior approval here.

How should I pack my medication?

All essential medication must always be carried in your hand baggage. Liquids over 100 ml are allowed through security if they are in their original packaging and clearly labeled with the patient’s name.

Unfortunately, Jettime does not provide cooler bags, so you should arrange for proper storage yourself. If your medication requires additional baggage weight, please contact Jettime's Customer Service before departure here.

I have limited mobility and will need assistance getting to the aircraft at departure and from the aircraft upon arrival. What should I do?

Please contact your tour operator and ask them to add an assistance code to your booking. This will be communicated to the relevant airports, where wheelchair assistance will be arranged. You can read more about traveling with a walker or wheelchair here.

Travel documents and visa

Do I need a passport and visa when flying with Jettime?

It is always your responsibility to ensure you have valid travel documents, such as a passport, visa, and any other necessary entry documents. Find out which travel documents you need here.

Can I bring my dog or cat with me on the aircraft?

Yes, it is usually possible to bring your dog or cat with you. To ensure the comfort and safety of both human and four-legged guests, there are guidelines that must be followed for your pet to travel.

Book a spot for your pet and read our guidelines here.

Other pets are not allowed on Jettime flights.

Does Jettime fly into Ukrainian airspace?

No. None of Jettime’s flights approach Ukraine or enter Ukrainian airspace. Jettime also does not fly through Belarusian airspace.

Does the situation in the Middle East affect my flight with Jettime?

The situation in the Middle East does not pose an increased risk to Jettime’s operations or the destinations we serve. Jettime does not operate in the affected areas, and our flights are therefore not impacted.

However, on flights to the Eastern Mediterranean, delays may occur, as many aircraft pass through the same airspace. As a result, air traffic controllers may occasionally ask airlines to postpone departures to ensure safe and orderly passage through the region.

Customer service and claims

Why can't I log into my account with my reservation number?

The system may not have updated your details if the booking was made within the past one to three days. Please try again later.

If you are traveling with Apollo, you will need to enter the flight reference (six-letter code) to log in.
If you are traveling with TUI, you only need to enter the first eight digits of your reservation number (e.g., 13418588, not 12418588-02).

I’ve forgotten something on the flight. What should I do?

It depends on whether you left something on your outbound or return flight.

On the outbound flight:
If you left something on the flight to your destination, please contact the lost and found office at the arrival airport or reach out to your tour guide. For safety reasons, Jettime cannot store items that aren’t associated with a guest, so items left on the outbound flight will not be automatically returned.

On the return flight:
If you left something on your return flight, it will be handed over to the lost and found office at the relevant airport. After a few days, the items will be transferred to the police lost and found. Passports, money, and personal documents will be handed directly to the airport police.

My duty-free order hasn't been delivered. What should I do?

If your duty-free items haven't arrived, are incorrect, or are damaged, please inform the cabin crew onboard.

If you notice the issue later, you can contact Airshoppen by phone or email here.

What should I do if I’m denied boarding or my flight is canceled?

If you're denied boarding due to overbooking, or if your flight is canceled, you may be entitled to compensation:

EUR 250 for flights up to 1,500 km.
EUR 400 for flights within the EU over 1,500 km.
EUR 400 for other flights between 1,500 km and 3,500 km.
EUR 600 for flights over 3,500 km.

Alternatively, you may choose to cancel your trip and receive a refund for your ticket.

What are my rights in case of a cancellation or delay?

If your flight is canceled or delayed by three hours or more compared to the scheduled arrival time, you may be eligible for compensation:

EUR 250 for flights up to 1,500 km.
EUR 400 for flights within the EU over 1,500 km.
EUR 400 for other flights between 1,500 and 3,500 km.
EUR 600 for flights beyond these categories.

Compensation is reduced by 50% if you're offered rebooking and the new flight lands within:

2 hours after the original arrival time for flights up to 1,500 km.
3 hours for flights within the EU over 1,500 km or other flights between 1,500 and 3,500 km.
4 hours for other flights beyond these categories.

You're not entitled to compensation if you're notified about the cancellation at least two weeks before departure.

If you're eligible for compensation, you can submit your claim here.

What does EU 261/2004 compensation cover, and how can I claim it?

If your flight is canceled or delayed by three hours or more beyond the scheduled arrival time, you may be entitled to compensation under EU 261/2004.

You are not eligible for compensation if:

Jettime A/S is not the operating airline.
The ticket was not publicly available.
The disruption is due to the passenger’s own mistake.
The disruption is caused by extraordinary circumstances.

Examples of extraordinary circumstances:

Extreme weather conditions.
Security risks, such as sudden technical issues or unexpected safety-related defects.
Strikes affecting flight operations.
Political instability.
Air traffic control restrictions or other safety-related factors.

If none of the above apply, you can find the compensation amounts in the section above, titled “What are my rights in case of a cancellation or delay?”

Read the full EU 261/2004 regulation here.

If you are eligible for compensation, you can submit your claim here.

If you require a delay statement for your travel insurance, please contact us via email at [email protected].