FAQ – FREQUENTLY ASKED QUESTIONS

🧭Still have questions?
If you did not find the answer to your question here in our FAQ, we kindly ask you to contact the travel agency where you purchased your ticket.
The travel agency handles all communication regarding bookings, changes, add-ons (such as seats, baggage, special meals), and general inquiries.

Airseven is a charter airline and therefore does not offer direct customer service for individual bookings – all inquiries must go through the travel agency.

✅ Your Rights Under EU Regulation 261/2004
You may be entitled to compensation or assistance under EU Regulation 261/2004 if your flight has been delayed or cancelled.

Please note:
These rights do not apply if:

• The delay or cancellation was caused by circumstances related to the passenger, or

• There are so-called extraordinary circumstances beyond Airseven’s control.

Examples of extraordinary circumstances:

• Severe weather conditions

• Unexpected technical issues that could not have been foreseen

• Strikes affecting flight operations (e.g. air traffic controllers or airport staff)

• Political unrest or disturbances

• Air traffic control restrictions or orders

• Security-related incidents

📝 How to Claim Compensation
If you believe your flight is covered by EU Regulation 261/2004:

• Fill out this EU261/2004 CLAIM FORM.

• Please note that claims must be submitted no later than 3 years after the original travel date

• You will receive a response as soon as possible, and no later than within the processing time stated in the form

✈️ Check-in – When and How?

When does check-in open and close?

Check-in usually opens 2 hours before departure and closes 45 minutes before departure for most European destinations.

Some flights may have different times – please check your travel documents for details.

Passengers arriving late for check-in may be denied boarding.

Online Check-in (only from Billund)

Online check-in opens at 14:00 the day before departure.

On the day of travel, simply use the self-service bag drop at the airport to print your baggage tag and drop off your luggage.

The link for online check-in will be sent by your travel agency and can also be found below:

Airseven online check-in

Self-service Check-in (Billund)

At Billund Airport, you can use self-service kiosks for both check-in and baggage tagging.

You can enter your ticket number or scan your barcode to receive your boarding pass and any baggage tags.

You must attach the baggage tag yourself and drop off your luggage at a baggage drop counter.

The kiosks close for check-in 45 minutes before departure, same as regular check-in.

Online Check-in – Other Airports

At this time, online check-in is not available for departures from:

• Copenhagen Airport (CPH)

• Aalborg Airport (AAL)

• Aarhus Airport (AAR)

For departures from these airports, please use the check-in counters at the airport.

💺 Can I reserve a seat or purchase extra baggage?

It is not possible to reserve seats or purchase extra baggage directly through Airseven.

These services are handled by your travel agency, and all changes must be made there – regardless of which agency you booked with.

Airseven operates as a charter airline and does not provide direct customer service for individual bookings.
We work closely with the travel agencies, who are responsible for handling:

• Seat reservations

• Extra baggage

• Special requests related to your trip

If you have any requests or changes to your booking, please contact your travel agency.

👶 Travelling with Children and Infants

Can children travel alone with Airseven?

Yes, children are allowed to travel alone:

• Children under 12 must travel with booked assistance (Unaccompanied Minor service).

• Children aged 12 to 16 can travel alone without assistance, but it is possible to purchase accompaniment.

Please contact your travel agency to request assistance – it must be booked well in advance of departure.

Can I fly while pregnant?

Yes, pregnant passengers may fly, but certain restrictions apply:

Pregnant with one child:

• Weeks 0–34: No restrictions.

• Weeks 35–37: Only allowed on flights under 4 hours. A medical certificate is required.

• From week 38: Flying is not allowed.

Pregnant with twins/triplets:

• Weeks 0–27: No restrictions.

• Weeks 28–31: Only flights under 4 hours allowed, with a medical certificate.

• From week 32: Flying is not allowed.

If you have had previous complications, a medical certificate is always required.
It is recommended to bring your maternity record in case of early delivery.
Be sure to check any specific rules for your destination or consult your travel agency.

Can I bring extra hand luggage for my child under 2 years?

Yes, infants (under 2 years) are allowed to bring one of the following as extra hand luggage:

• A pram (cannot be brought all the way to the aircraft).

• A stroller (can be brought to the aircraft if it is foldable).

Important: Some travel agencies may charge a fee for bringing a pram or stroller. We recommend contacting your travel agency to check their rules and any possible fees.

A diaper bag is always allowed free of charge.

Can I bring baby food?

Yes, baby food is allowed in hand luggage – including containers larger than 100 ml.

Baby food must be packed in transparent bags and presented separately at the security check.
Some airports may carry out random checks on baby food.

Are there changing tables on board?

Yes, there are changing tables on our aircraft.
Their location may vary – ask the cabin crew if needed.

Why can’t two children under 2 sit in the same row?

For safety reasons:

A row with three seats has four oxygen masks. There are not enough masks for two infants under 2 years in the same row, as they do not have their own seats.

Can my 3-year-old child sit on my lap?

No.

Children over 2 years must sit in their own seat during take-off and landing.
Children under 2 may sit on an adult’s lap with a special seatbelt and life vest provided by the cabin crew during boarding.

If you want your child under 2 to have their own seat, this can be purchased through your travel agency.
In that case, you must bring an approved car seat, which can be brought free of charge.

🧥 Forgotten Jacket, Phone, or Duty-Free Bag Onboard?

It depends on whether you lost the item on your outbound or return flight.
As a general rule, you should contact the lost & found office at the airport where you believe you left the item.

If you lost something on your outbound flight

Contact the lost & found office at your arrival airport (where you landed).

Your tour guide at the destination may also assist you.

For security reasons, Airseven cannot transport forgotten items on later flights, even if they are found.

Note: Airseven does not offer refunds for forgotten items left behind on departure.

If you lost something on your return flight

Forgotten items are handed in to the lost & found office at your arrival airport.

If the owner does not claim the item within a few days, it is usually transferred to the police lost property office.

Exceptions:
Passports, personal documents, and cash are immediately handed over to the police.

🌍 Does Airseven Fly Into Conflict Zones or High-Risk Airspace?

No. Airseven does not fly into Ukrainian airspace – and we also avoid the following areas:

• Ukraine

• Russia

• Belarus

• Iran

• Israel and the Gaza Strip (during active conflicts or elevated risk levels)

Airseven strictly follows recommendations from EASA (the European Union Aviation Safety Agency), the EU, the Ministry of Foreign Affairs, and relevant international aviation authorities.

Our flights are planned to always follow safe and approved routes, and we continuously monitor situations in potential conflict zones.

🦼 Can I Bring My Electric Wheelchair or Mobility Aid?

Yes – but certain rules must be followed to ensure safe transport in accordance with IATA regulations:

Accepted Battery Types:

Airseven accepts the following battery types:

• Dry/gel batteries (non-spillable)

• Lithium-ion batteries (max. 300 Wh, or two batteries of max. 160 Wh each)

• Nickel-metal hydride or dry batteries (e.g., alkaline manganese, NiMH)

Spillable batteries (with liquid) are only allowed if special requirements are met – always contact your travel agency for this type.

Requirements and Dimensions:

• Maximum wheelchair size: 112 x 115 x 72 cm

• The battery must be:

  • Secured and protected against short-circuiting

  • Removed if not sufficiently protected or if the mobility aid must be folded during transport

• Always ensure the battery is disconnected.

Extra Batteries:

You may bring:

• 1 lithium-ion battery (≤ 300 Wh) or

• 2 batteries of ≤ 160 Wh each

Extra batteries must:

• Be carried in hand luggage

• Be packed individually in protective bags and insulated against short-circuiting

Contact your travel agency at least 48 hours before departure to ensure we can approve the transport and inform the airport.

How Should I Pack My Medication?

All essential medication must be carried in hand luggage.

There is no 100 ml limit for medication – but it must be shown at security screening.

Medication must:

• Be in original packaging

• Be labeled with the passenger’s name

• You may also bring a medication passport (recommended for prescription medication or injections).

Note: Airseven does not offer onboard refrigeration.

If you have special equipment (e.g., coolers, needles, syringes), please inform your travel agency in advance.

I Have Limited Mobility – How Do I Get Assistance at the Airport?

If you need wheelchair assistance to and from the aircraft, you must:

• Contact your travel agency and ask them to add a note to your booking

• Specify whether you are bringing your own wheelchair (manual or electric)

• Be present at the airport in good time – preferably 2 hours before departure

The airport will receive the request and arrange the necessary assistance for both departure and arrival.

🦮 Assistance Dogs / Guide Dogs Onboard

An assistance dog or guide dog is a specially trained dog that assists individuals with physical or mental disabilities. Airseven accepts assistance dogs on all flights.

Rules for Assistance Dogs in the Cabin:

• The dog must sit on the floor in front of the passenger and cannot occupy a seat.

• The dog must not block emergency exits, aisles, or safety equipment.

• The dog must remain secured throughout the flight – either on a leash held by the passenger or attached to the passenger’s seatbelt.

• The dog must be clean, calm, and under full control throughout the journey.

Booking and Documentation:

Passengers must contact their travel agency to register their assistance dog no later than 72 hours before departure.

It is the passenger’s responsibility to meet all documentation requirements, including valid vaccination records and any required health certificates.
Additionally, the passenger must ensure compliance with the import and entry regulations of the destination country (e.g., valid EU Pet Passport).

🐾 Pets in the Cabin

It is possible to bring one dog or cat in the cabin on Airseven flights, provided the following conditions are met:

Rules and Restrictions:

• The pet must be transported in a closed, approved carrier.

• The total weight of the pet and carrier must not exceed 8 kg.

• The carrier must fit under the seat in front of the passenger and must not block emergency exits or aisles.

• Seats in the first row or at emergency exits cannot be used when bringing a pet.

• The pet must remain inside the carrier for the entire flight.

Booking and Documentation:
Pets must be registered in advance through your travel agency (no later than 72 hours before departure).

Passengers are responsible for carrying documentation for vaccinations, health certificates, and any specific requirements of the destination country.

It is important to comply with the import rules of the destination, such as a valid EU Pet Passport.

Note:
Emotional support animals are not allowed onboard unless they are registered and approved as certified assistance dogs.

🧳 Pets in the Cargo Hold

It is possible to transport pets in the cargo hold on Airseven flights if certain conditions are met.

Permitted Animals and Requirements:

• Only dogs and cats are accepted for transport in the cargo hold.

• The animal must be transported in an IATA-approved crate that is sturdy, well-ventilated, and secure.

• The crate must provide enough space for the animal to stand, turn around, and lie down naturally.

• Only one animal per crate is allowed, unless two animals of the same species, weight, and litter (max 14 weeks old) are travelling together.

Booking and Preparation:

Transport in the cargo hold must be booked through your travel agency no later than 72 hours before departure.

Passengers are responsible for ensuring the animal is healthy, fit for air travel, and meets all transport, vaccination, and microchip requirements.
Animals must not be pregnant or under 8 weeks old.

Documentation and Responsibility:

Passengers must carry valid vaccination records, health certificates, and any required entry or import permits for the destination country.

Airseven may refuse transport if the animal or crate does not meet the requirements, or if weather conditions at departure or arrival make it unsafe to transport live animals.

Note:
It is the passenger’s responsibility to comply with all import and transit regulations, including quarantine rules and special permits (e.g., EU Pet Passport or third-country certificate).

Airseven recommends consulting a veterinarian before travelling, especially for long journeys or when transporting older or sensitive animals.

🍽️ Can I Order Food for the Flight?

Yes – meals must be ordered in advance through your travel agency.

Children under 12 will automatically receive a kids’ meal if a meal is ordered for the trip.
It is not possible to order a meal for children under 2 years.

What if I’m Vegetarian or Have Allergies?
Airseven offers several special meal options, including:

• Lactose-free

• Gluten-free

• Vegetarian

Special meals must be ordered no later than 3 days before departure via your travel agency.

🔔 Do You Have a Severe Airborne Nut Allergy?
Please inform the cabin crew upon boarding so they can take necessary precautions.

Can I Order a Special Meal for My Child with Allergies?

Yes – kids’ meals can be adapted for:

• Lactose-free

• Gluten-free

• Vegetarian

Contact your travel agency no later than 3 days before departure to order a special meal for your child.

Can I Bring My Own Food and Drinks Onboard?

No – bringing your own food, soft drinks, or alcohol is not allowed on Airseven flights.

Is Smoking Allowed Onboard?

No – smoking is strictly prohibited on all Airseven flights.
This also applies to electronic cigarettes and e-vaporizers.

Payment Onboard

We only accept payment by credit card. Please note:

• Debit cards are not accepted

• We accept Visa and Mastercard

• American Express and cards issued by Russian banks are not accepted

Can I Choose a Specific Seat Onboard?

Yes – this can be done through your travel agency.
Airseven does not offer direct seat reservations.

Can I Buy Duty-Free Onboard?

Yes – we offer a selection of duty-free products on all Airseven flights.
Cabin crew will pass through the cabin with a trolley carrying items from our duty-free selection.

Pre-ordering duty-free products is not available.

Find our taxfree catalogue here…..

🔋 Batteries Onboard and in Baggage

To ensure a safe and secure journey, Airseven complies with international regulations for the transport of batteries. Below you will find information about which batteries are allowed and how they must be packed.

📱 Examples of Devices with Batteries

How Should I Pack Batteries?

• Spare batteries must be protected against short-circuiting – for example, by using original packaging, individual plastic bags, or by taping over the terminals.

• Power banks and loose batteries must not be packed in checked baggage.

• Baggage with built-in batteries (“smart bags”) is only allowed if the battery can be removed and carried in hand luggage.

What Is Not Allowed?

• Batteries over 160 Wh (special rules may apply)

• Power banks in checked baggage

• “Smart bags” with non-removable batteries

• Defective, damaged, or recalled batteries

Remember!

• Contact your travel agency well in advance if you are travelling with equipment containing batteries over 100 Wh – approval may be required.

• All medical devices and mobility aids with batteries must be approved at least 48 hours before departure.

• Cabin crew must be informed if you are bringing battery-powered mobility aids onboard.

In-Flight Entertainment

Sit back and enjoy your flight with our entertainment system, which allows you to stream directly to your own device.

A wide selection of:

• Movies

• TV series

• Children’s content

• And much more is available onboard to make your journey even more enjoyable.

🎧 This service is available on all Travel Heart Family flights with Airseven.

Getting Started – In 3 Simple Steps:

1. Enable flight mode on your device

2. Connect to the Airseven WiFi

3. Scan the QR code in the seat pocket in front of you – and choose your content

📱 No app required – everything works directly in your browser!

🧳 Hand Luggage and Baggage Rules with Airseven

How Much Hand Luggage Can I Bring?
All passengers over the age of 2 may bring:

• 1 piece of hand luggage (max. 5 kg)

• Max. dimensions: 56 x 45 x 25 cm (including wheels and handles)

What Can I Bring in Addition to Hand Luggage?
The following items are allowed free of charge:

• Medical equipment (e.g., CPAP machines) – allowed in the cabin

• Baby equipment and foldable strollers*

• Mobility aids such as walkers and wheelchairs

*Car seats can only be brought into the cabin if a separate seat has been booked for the child via your travel agency.

Important:
Strollers, wheelchairs, and walkers cannot be brought into the cabin as hand luggage.
You may bring them to the gate, where Airseven staff will load them safely.
They will be returned to you as soon as possible after landing.

Delayed Baggage – What Should I Do?

We do our best to ensure your baggage arrives on time.
If your checked baggage is delayed by more than 8 hours, Airseven offers:

• Compensation: DKK 750 per suitcase
  (Only applies to regular baggage – not special baggage like strollers, wheelchairs, or sports equipment)

This compensation covers:

• Essential purchases such as toiletries and clothing

• One-time compensation per delayed suitcase

For further compensation, please contact your travel insurance provider.

Delayed Special Baggage:

If delayed, such as:

• Strollers

• Wheelchairs

• Sports equipment

Airseven covers documented rental expenses for equivalent equipment at the destination until your baggage is delivered.

Airseven does not cover damage compensation for special baggage unless it was checked in.

Important – If You Have Baggage Issues:

If your baggage is lost, damaged, or delayed, you must:

1. Contact Airseven’s ground handling agent at the airport

2. Complete a Property Irregularity Report (PIR) before leaving the customs area

Note: Airseven does not offer compensation for delayed baggage on return flights.

Damaged Baggage – What Do We Cover?

Airseven’s liability follows the Montreal Convention.
Damage claims must be submitted in writing within 7 days after receiving your baggage.

To qualify for compensation:

• You must have completed a proper PIR report

• You must prove that the damage occurred while in Airseven’s care

• You must provide purchase details and the value of the damaged baggage

What Is Not Covered:

• Wear and tear, scratches, dents, stains, etc.

• Damage to wheels, handles, zippers, straps, or support feet

• Damage caused by overpacking or pre-existing weaknesses

• Damage occurring during security screening

Compensation and Procedure:

If your claim is approved, you will receive either:

• A replacement suitcase of a similar model, or

• Financial compensation based on age and value

With Receipt:

• 30% depreciation in the first year

• Maximum 50% coverage for baggage over 2 years old

Without Receipt:

• 25% of the documented value

• Maximum DKK 250

Damaged or Lost Contents:

If the contents of your baggage are damaged or missing without visible damage to the suitcase, please contact your travel insurance provider – this is not covered by Airseven.

To apply for compensation, you must complete our BAGGAGE CLAIM FORM

Processing time may vary, but we strive to respond to all inquiries as quickly as possible.