Q. I did not receive my on-screen booking confirmation, was my booking successful?
Q. When will I receive my tickets?
A. In the rare event that no clear error message or code or on screen confirmation of the booking is received; please ensure that you check your email inbox to see if an email confirmation has been delivered. If email confirmation has not been received, please contact our customer contact centre on 01652 680600. (For callers outside the UK please dial: +44 (0)1652 680600)
Repeated attempts at the same online booking may result in a duplicate booking and charges. Please ensure you contact us before attempting to make a booking again.
Q. What forms of identification are required in order to travel?
A. Eastern Airways do not issue paper tickets. As soon as your booking has been confirmed, the ticket details are held and stored electronically known as an e-ticket (a virtual, paperless ticket). You will be supplied with a six character booking reference and we recommend that you take note of this reference or print confirmation of your booking and take this to the airport along with a valid form of identification.
Q. I have lost my booking reference/flight details, can you help?
A. All passengers are required to present identification for check-in and boarding purposes.
It is compulsory for all passengers over the age of 16 to produce photographic identification when travelling on our domestic services. The following forms of identification are acceptable:
- A valid passport
- An expired passport (domestic flights only up to two years after expiry)
- Valid EU national identity card
- Valid driving license (full or provisional are accepted)
- Company identity pass
- Citizen card or Civilian card
- NUS card (National Union of Students)
- University/College identity card
For children under the age of 16 travelling on our domestic service with an adult, the following forms of identification are acceptable if none of the above are held:
- Birth certificate
- NHS health record
It is compulsory for all passengers including children and infants under the age of 16 are required to produce the following photographic identification when travelling on international services:
- Valid passport (and where required, a valid visa)
- Valid EU national identity card (and where required, a valid visa)
Q. What are the recommended check in times?
A. Please contact our customer contact centre on 01652 680600 (outside the UK please dial: +44 (0)1652 680600). Please note that you will be required to answer relevant questions relating to the booking before any information is advised to you.
Q. Can my child travel alone?
A. Check in usually opens 1 hour prior to departure although it may be possible to check in earlier at some airports. All passengers are advised to check in no later than 30 minutes prior to departure and passengers arriving after this deadline will not be accepted. We are committed to maintaining high levels of punctuality and passengers can help us by being aware of the latest check-in times and allowing adequate time for increased security checks.
Q. Can I travel if I am pregnant?
A. Eastern Airways can accept unaccompanied minors between the ages of 5-11 years inclusive for carriage on our services subject to notification at the time of booking and availability of this service in line with our company policy and the following conditions:
- All requests should be made via our customer contact centre on 01652 680600.
- Parent/guardian contact details must be provided at the time of booking and confirmation of the child/ren’s date of birth.
- Photographic ID must be provided by the person authorised to collect at the destination airport.
- Unaccompanied minor forms will be posted to the parent/guardian which must be completed for all sectors and handed in upon check-in at least 1 hour before departure.
- Children must be escorted to the airport and parent/guardian must remain at the airport until 30 minutes after the flight has departed.
- Please note we are unable to offer an unaccompanied minor service for any multi sector journeys.
Q. Can I take my child’s pushchair beyond check-in?
A. We can accept expectant mothers for carriage on our services up until the end of week 35 for a single pregnancy and up until the end of week 31 for a multiple pregnancy. A medical certificate will be required beyond week 28 to confirm the passenger is fit to travel and there is no medical history to suggest otherwise.
Q. Do you accept animals for carriage?
A. If you wish to keep the pushchair beyond the check-in desk area our check in staff will provide you with a baggage tag to be fastened onto the pushchair, and then upon boarding the aircraft the pushchair will have to be handed-over to a member of our ground handling team for it to be put into the aircraft hold. The pushchair will then be returned at the aircraft side upon arrival at destination if possible, if not then it will be delivered in the baggage arrivals hall.
Q. Can you please advise what assistance can be provided for wheelchair users?
A. With the exception of certified Assistance Dogs we do not accept animals for carriage on our services.
Guide Dogs accompanying passengers will be carried free of charge subject to availability, national importation and airline regulations. All requests should be made via our customer contact centre on 01652 680600 at the time of booking, (outside the UK please dial: +44 (0)1652 680600) or at least 48 hours prior to departure.
For further details see Special Assistance.
Q. Can I travel if my leg is in plaster?
A. Wheelchair assistance can be provided to and from our aircraft. Please note a ‘lift on’ service is limited to certain aircraft types and on the smaller types of aircraft, passengers must be able to walk the aircraft stairs unaided. Due to Health and Safety regulations we are limited to the number of passengers with special requirements we can carry per flight. In order to assist you or a member of your party with your travel plans please contact our customer contact centre on 01652 680600 (outside the UK please dial: +44 (0)1652 680600) at the time of booking or at least 48 hours prior to departure.
For further details see Special Assistance.
Q. Do you accept sporting guns for carriage?
A. Due to the risk of swelling, if you have a broken bone fitted with plaster cast, you should not travel within 48 hours. You cannot travel if both legs are in plaster. If you have one leg in plaster and you are unable to bend your leg to a 90 degree angle you will be required to purchase two seats. There is no additional tax charge for the second seat.
Q. What is your smoking policy?
A. All requests must be made in advance via our customer contact centre on 01652 680600 (outside the UK please dial: +44 (0)1652 680600) and license details must be provided at the time of booking. All unloaded firearms and ammunition must be packed separately in secure storage cases and carried as checked baggage. All necessary documents must be provided to satisfy the relevant authorities.
Q. What if things go wrong?
A. We operate a strict no smoking policy on board all of our aircraft and in all of our lounges. This includes the use of electronic cigarettes or any cigarette substitute device that emits a vapour or has a power source or produces heat and or a light. We do not permit electronic cigarettes to be charged within our lounges. Electronic cigarettes may be carried on board subject to the following conditions:
• Carried on person only
• No refills
• Strictly not permitted for use
We are committed to resolving complaints as efficiently as possible. In order to ensure the matter is fully addressed and responded to, we ask that all complaints are detailed in writing via email, online feedback or post. Customers can expect to receive a response within 5 working days and where necessary we will provide an update and revised timescale. In the event you are not satisfied with our final response, your case will be reviewed by a manager and you will receive a written response within 28 days from receipt of your correspondence.
Customer Relations email address: email@example.com
Eastern Airways head office: Eastern Airways, Schiphol House, Humberside Airport, Kirmington, DN39 6YH
If we have been unable to resolve your complaint, please find a link to online dispute resolution (ODR) http://ec.europa.eu/odr which provides easy access to alternative dispute resolution (ADR).
Please note, Eastern Airways are not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.’
You can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.”