FAQ – FREQUENTLY ASKED QUESTIONS

If your question has not been answered in this FAQ, please contact your travel agent for further information.

The following rights do not apply

• if the travel disruption is due to the passenger’s fault, or
• extraordinary circumstances.

Examples of unusual circumstances include, but are not limited to:

• weather conditions
• issues affecting flight safety, such as sudden technical faults or other unexpected problems
• strikes affecting flight operations
• political unrest
• rules and regulations governing air traffic management
• other safety aspects

Have you been affected by a situation covered by EU Regulation 261/2004?

If you believe that your flight has been affected by the EU 261/2004 regulation, you can fill in this EU261/2004 CLAIM FORM.

WHEN DOES CHECK-IN OPEN/CLOSE?

Check-in to most European destinations opens two hours before departure and closes 45 minutes before departure. Some flights close earlier, information about this can be stated on your travel document.

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

SELF SERVICE CHECK-IN

When traveling from Billund, it is possible to check in by using the self-service machines. The machines close for check-in 45 minutes before departure, as with regular check-in.

ONLINE CHECK-IN IN BILLUND

It is possible to use online check-in for departures from Billund Airport. Check-in opens at 14:00 the day before departure, where travelers can complete their check-in.

On the day of travel, one only needs to go to the self-bag drop to print the baggage tag before dropping off their luggage.

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

Airseven online check-in

CHECK-IN MACHINES

At Billund Airport, there are check-in machines where you can check yourself and your luggage in. When you check in using the check-in machines, enter the number of your tickets or scan your barcode. Then you will have your boarding pass printed and, depending on the airline, also bag tags.

You must put the luggage tag on your luggage yourself, after which it must be handed in at a counter with a luggage drop.

It is currently not possible to check in online in Copenhagen Airport, Aalborg Airport or Aarhus Airport.

CAN I RESERVE A SEAT OR ORDER EXTRA LUGGAGE THROUGH AIRSEVEN?

It is not possible to reserve seats or order extra luggage directly with Airseven. To make these changes, you need to contact your travel agency, regardless of which one it is. Seat reservations and luggage orders are handled by our partners, and therefore these services cannot be offered directly by Airseven on any of our flights.

CAN KIDS TRAVEL ALONE WITH AIRSEVEN?

Yes, children are welcome to travel alone. They must have ordered assistance, until they are 12. If they are between 12 and 16 it is possible to order assistance, however, this is not a requirement, if you need assistance, you must contact your travel agency.

CAN I FLY, WHILE BEING PREGNANT?

Yes, pregnant women can fly without restrictions up to and including the 34th week of pregnancy. From the 35th week of pregnancy up to and including the 37th week of pregnancy, the pregnant woman must not fly for more than 3 hours and 59 minutes and must bring a medical certificate which must be presented on request at check-in and boarding. After week 38, flying is not allowed.

If you are pregnant with 2 or more children, there are no restrictions up to and including week 27, from week 27 to and including week 31 the pregnant woman must not fly over 3 hours and 59 minutes, and a medical certificate must be brought which can be presented on request. at check-in and boarding. After week 32, travel is not allowed.

In the event of previous complications in connection with the pregnancy, a medical certificate must always be brought, which must be presented on request at check-in and boarding.

It is recommended that you bring your pregnancy journal in the special case that you should go into labor earlier than expected.

CAN I BRING EXTRA HAND LUGGAGE FOR MY CHILD UNDER TWO YEARS?

Children under the age of two have the option to bring one piece of hand luggage in addition to the baggage already included in the ticket. This extra luggage can consist of either a pram, a stroller, or a diaper bag.

IS THE STROLLER INCLUDED IN LUGGAGE WEIGHT?

Each passenger under the age of 12 can bring one stroller free of charge.

CAN I BRING BABYFOOD ONBOARD?

It is allowed to bring baby food for the trip in the hand luggage. The containers may be larger than 100 ml, but must still be packed in transparent plastic bags and placed on the security belt.

At some airports, you may find that baby food will be taken out for further random checks.

IS THERE A CHANGING ROOM ON BOARD?

Yes, there are changing tables on our planes. However, it is different where they are located, contact cabin crew on board if needed.

WHY SHOULD NOT TWO CHILDREN UNDER THE AGE OF TWO SIT IN THE SAME ROW?

Children under two years do not have their own seat ticket and therefore not a seat. In the unlikely event of a pressure drop in the cabin, in this case there will not be enough oxygen masks for two children under the age of two, as a row of three seats has four oxygen masks available.

CAN I SIT WITH MY 3-YEAR-OLD CHILD ON MY LAP DURING THE TRIP?

No, Children over 2 years of age must sit in their own seat during take-off and landing.

Children under the age of 2 must sit in the lap. The cabin crew will hand out a special life jackets and an extra seat belts for babies up to 2 years old.

You can buy a seat for your child under 2 years of age through your booking providor, in such cases the child must sit in a car seat that is approved for aircraft, this can be brought free of charge.

I FORGOT MY JACKET, PHONE OR DUTY FREE BAG ON BOARD, WHAT DO I DO?

It depends on whether you forgot something on the outbound or inbound journey. As a starting point, always contact the airport where you think the loss happened.

OUTBOUND JOURNEY

Passengers who have forgotten something on board on the way to their final destination should usually contact the lost property office at the arrival airport. If necessary, contact your guide for help in recovering what you have lost. For safety reasons, Airseven may not carry items unrelated to the passenger on board. Items that are forgotten on departure are therefore not refunded automatically.

INBOUND JOURNEY

If Airseven finds forgotten items on the plane after returning home, they will be handed over to the lost property office at the current airport. If the owner does not contact them, forgotten cases will be transferred to the police at the lost property office after a few days. The exceptions to the above are passports, personal documents and money, which are handed over directly to the police at the nearest airport.

DOES AIRSEVEN FLY INTO UKRAINE AIRSPACE?

No – None of the Airseven flights are near Ukraine or Ukrainian airspace. Airseven also does not enter Russian or Belarus’ airspace.

WHAT DO I DO IF I NEED EXTRA OXYGEN ON BOARD?

If you suffer from a heart or lung disease or something else that causes a need for oxygen supply during the flight, you must contact the travel agency well in advance of departure and preferably already when the ticket is booked.

MAY I BRING MY ELECTRIC WHEELCHAIR?

It is the Passenger’s responsibility to ensure that the requirements are met, and CAT / Airseven reserves the right to refuse transport if special conditions are not met.

We only accept dry / gel cell or lithium-ion (wheelchair) batteries (lithium-ion batteries can not exceed the total amount
of 300 watts) for a device powered by two batteries; each battery must not exceed 160wh. Sealed and
leaky batteries are not allowed for transport.

Wheelchairs must not exceed 112 x 115 x 72 cm. The battery power must be insulated and exposed poles
protected against short circuit. To protect the wheelchair / mobility aid against accidental activation, please
remove the key, deactivate using the joystick or deactivate using an isolation switch or buttons or other
isolation mechanisms (such as Anderson Connector or Airsafe connectors).

HOW SHOULD I PACK MY MEDICINE?

All essential medicines MUST be carried in your hand luggage. Airseven can unfortunately not be helpful with cooling. The safety control accepts more than 100 ml of fluid when it comes to medication, in case of prescription medication, it is recommended that you have a conversation with your doctor about. need for any pill pass. as long as it is in original packaging and bears the patient’s name. If the medicine you bring with you entails the need for extra luggage weight.

I HAVE DIFFICULTY WALKING AND NEED HELP GETTING TO THE PLANE ON DEPARTURE AND FROM THE PLANE ON ARRIVAL. WHAT DO I DO?

Contact the travel agent and ask them to put a note on the booking. The message will be sent to the airports involved, which will then offer wheelchair assistance.

CAN YOU BRING A COMPANION DOG / GUIDE DOG ON THE TRIP?

A companion dog / guide dog is a dog that is trained to help people with a disability (emotional or physical). A companion dog / guide dog is accepted on all B737 flights and must sit in such a way that the passenger and the dog do not obstruct exits, emergency equipment and crew.

The dog should sit on the floor and never in a seat. The dog must be held during the entire flight by a string held in the passenger’s hand or a string connected to
passenger seat belt.

If you need to bring a companion dog / guide dog, your travel agency must be contacted and booked in advance. It is the passenger’s responsibility to meet the applicable documentation / vaccine requirements.

CAN I BRING MY PET ON THE TRIP?

A pet in the cabin may only be a cat or a dog and is accepted on all B737 flights. The total weight of animals and cages must not exceed 8 kg in total. Must sit so that the passenger and the cage do not block exits, emergency equipment and crew. The container must be placed on the floor under the seat in front of the passenger and must never sit on the first row of seats. The container must fit under the front seat and must be close. Acceptance of pets on the flight is also based on the rules of the destination. It is the passenger’s responsibility to comply with applicable documentation / vaccine requirements. If you want to bring your pet in the cabin, your travel agency must be contacted in advance for booking.

Emotional Support Animals are not allowed on board our aircraft.

CAN I ORDER FOOD FOR THE FLIGHT?

Food on the trip must be ordered in advance at the travel agency. Children under 12 years automatically get a children’s menu if food has been preordered, it is not possible to order food for your child under 2 years.

WHAT IF I AM A VEGETARIAN / ALLERGIC?

You can choose from a number of special menus at Airseven. We serve e.g. lactose-free food, gluten-free food and vegetarian food. Special menus must be ordered no later than three days before departure from the travel agency. If you suffer from airborne nut allergy or similar. contact cabin crew when boarding.

CAN I ORDER A SPECIAL MEAL FOR MY CHILD WHO HAS A FOOD ALLERGY?

The children’s menu can be adapted to various allergies and preferences, such as lactose-free food, gluten-free food and vegetarian food, etc. and must be ordered from the travel agency no later than 3 days before departure.

MAY I BRING MY OWN FOOD, SODA AND ALCOHOL ON BOARD?

It is generally not allowed to bring food and drink on board Airseven aircraft.

CAN I SMOKE ON BOARD?

No. Smoking is strictly prohibited on board, this also applies to electronic cigarettes.

PAYMENT ON BOARD

We ONLY accept payment by credit card on board, please note that debit cards can not be used. We accept all common credit cards such as Visa and Mastercard, but not American Express and cards issued in Russian banks.

CAN I BUY A SPECIAL SEAT ON BOARD?

We refer here to your travel agency for booking seats on board.

CAN I PURCHASE TAXFREE ON BOARD?

Airseven offers the option to purchase taxfree goods on all charter flights. Crew will move through the aircraft with the taxfree cart and goods. It is not possible to purchase taxfree goods in advance.

Find our taxfree catalogue here…..

Inflight Entertainment

Sit back and enjoy your trip with our inflight entertainment system, designed for seamless streaming to personal devices. A selection of movies, TV shows, and other content is available to enrich your time on board. This service is available for all Travel heart family trips, ensuring passengers can enjoy entertainment throughout their travel.

Enjoy the entertainment with just 3 simple steps.

1. Turn on Airplane Mode.
2. Connect to the Airseven WiFi.
3. Scan the QR code in the seat pocket in front of you.

Hand Luggage and Baggage Rules with Airseven

How much hand luggage can I bring?

All passengers over the age of 2 may bring one piece of hand luggage weighing up to 5 kg, with maximum dimensions of 56 x 45 x 25 cm (including wheels and handles).

In addition, the following may be brought in addition to hand luggage:

• Medical equipment (e.g., CPAP machines) – may be brought into the cabin

• Children’s equipment, such as strollers and car seats*

• Mobility aids, such as walkers and wheelchairs

*Car seats may only be brought into the cabin if a seat for the child has been reserved through the travel agency.

Important:
Strollers, walkers, and wheelchairs may not be brought into the cabin as hand luggage, but you may take them all the way to the gate. Our staff will assist in ensuring the equipment is safely stored in the cargo hold. Upon arrival, we’ll make sure it’s brought out and ready for you immediately after the flight.

Delayed Baggage – What Should I Do?

At Airseven, we do our best to ensure your baggage arrives on time. If your checked baggage is delayed for more than 8 hours upon arrival, we offer compensation of DKK 750 per suitcase.

Important: The compensation applies only to regular baggage – not special baggage like strollers, wheelchairs, or sports equipment.

What Does the Compensation Cover?

The compensation is a one-time amount intended to cover necessary purchases such as toiletries and a change of clothes.
For further coverage, please refer to your travel insurance provider.

Delayed Special Baggage

If special baggage (e.g., strollers, wheelchairs, or sports equipment) is delayed over 8 hours, Airseven will cover documented rental expenses for equivalent equipment at the destination until your baggage is delivered.

Important Information for Baggage Issues

If your baggage is delayed or damaged, you must immediately report it to Airseven’s handling agent at the airport before leaving the customs area.
You must fill out a Property Irregularity Report (PIR), which is required to begin the case process.

» Airseven does not offer compensation for delays on the return journey.

Damaged Baggage – What’s Covered?

Airseven’s liability is regulated by the Montreal Convention, and certain limitations apply.
Contact your travel insurance company for additional compensation.

According to Article 31, Section 2, damage must be reported in writing within 7 days after receiving the baggage.

To make a claim, you must:

• Have completed a correct and timely PIR report

• Be able to document that the damage occurred while the baggage was in Airseven’s care

• Provide purchase details and value of the damaged baggage

What Is Not Covered?

Airseven does not cover:

• Damage caused by the bag’s original weakness or overpacking

• Cosmetic damage such as scratches, dents, stains, dirt, etc.

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

• Damage due to security checks, where bags may be opened without notice

Compensation and Procedure

If your claim is approved, you’ll receive either:

• A new suitcase of the same or similar model

• Or financial compensation based on age and value

With purchase receipt:

• 30% depreciation in the first year

• Maximum of 50% coverage for baggage over 2 years old

Without purchase receipt:

• 25% of documented value, up to DKK 250

Lost or Damaged Contents

If the contents of your suitcase are lost or damaged without visible damage to the suitcase itself, you must contact your travel insurance provider, as 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.