FAQs
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 an email confirmation has not been received, please contact our customer support centre on + 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.
If you have made a direct reservation, please email customersupport@easternairways.com from the email address used to make the booking along with passenger names, date of travel and flight details. Due to data protection, we are unable to discuss details if you are not named in the booking.
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.
This will depend on the type of ticket you have purchased. All direct bookings can be accessed and amended in manage my booking subject to any applicable fee. If you have not booked directly, please contact your travel provider.
Check-in opens 90 minutes before the flight departure time and close 30 minutes prior to the scheduled departure for domestic flights except London Gatwick which opens 2 hours before departure and closes 45 minutes before departure, and Paris Charles de Gaulle (Terminal 3) which opens 2 hours, 25 minutes before departure and closes 1 hour before departure - please allow plenty of time, especially where international security is in place.
Late passengers cannot be accepted.
For airports with more than one terminal, we operate from the following:
London Gatwick - South Terminal
Paris Charles de Gaulle - Terminal 3
We are phasing in online check in across our network - domestic services only. If this is available on the route your are travelling on, you will be able to complete the process by clicking the online check in tab on the homepage. Alternatively, check in is in person at the airport and upon completion, boarding passes with seat numbers will be issued.
All passengers are required to present identification for check-in and boarding purposes.
Domestic Travel (UK and Ireland)
It is compulsory for all passengers over the age of 16 to produce photo identification when travelling on our domestic services. To travel between Ireland and the UK with photo identification other than a passport, you must have been born in Ireland or the UK and also be a citizen of either country. The following forms of photographic identification are acceptable subject to being in date:
- Passport or Irish passport card
- Driving licence (full or provisional are accepted)
- Company identity pass
- Citizen card or Civilian card
- Northern Ireland electoral identity card
- NUS card (National Union of Students)
- University/College identity card
- Council issued bus pass
- Irish public services card
For children under the age of 16 travelling on our domestic services (UK and Ireland) with an adult, the following forms of identification are acceptable if none of the above are held:
- Birth certificate
- NHS health record
Photo images and photo copies of identification will not be accepted.
International Travel
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)
Value Fare
1 x 7kg hand baggage and no hold baggage unless purchased or no free hold baggage.
Hold baggage can be purchased prior to check in opening at the airport for a non-refundable fee of £30 each way per 15kg bag. At the airport, the fee is £50 each way per 15kg bag.
An excess baggage fee of £10 per kilo will be applied when the baggage allowance is exceeded.
Standard Fare
1 x 10kg hand baggage plus 15kg hold baggage
Hold baggage can be purchased prior to check in opening at the airport for a non-refundable fee of £30 each way per 15kg bag. At the airport, the fee is £50 each way per 15kg bag.
An excess baggage fee of £10 per kilo will be applied when the baggage allowance is exceeded.
Flexible Fare
1 x 10kg hand baggage plus 23kg hold baggage
Hold baggage can be purchased prior to check in opening at the airport for a non-refundable fee of £30 each way per 23kg bag. At the airport, the fee is £50 each way per 23kg bag.
An excess baggage fee of £10 per kilo will be applied when the baggage allowance is exceeded.
Any items which cannot be accommodated in the aircraft cabin will be carried in the aircraft’s hold for safety reasons.
Click here for more information on baggage and allowable goods.
To purchase additional baggage, please contact our customer support team on +44 (0)1652 680600.
Hand baggage - maximum dimensions 55cm x 35cm x 20cm including wheels and handles
Hold bagagge - approximate dimensions 78cm x 50cm x 32cm including wheels and handles
Passengers travelling on the same booking can pool their checked (hold) baggage as long as they check in together and the total amount does not exceed their combined baggage allowance. No single piece of baggage can exceed 32kg due to health and safety regulations.
Hand baggage cannot be pooled.
We do not accept children under the age of 18 years travelling without an adult on our International services.
We do not accept children under the age of 12 years travelling without an adult on our UK domestic services.
Children aged between 12 and 15 years may travel unaccompanied on UK domestic routes only if the parent/guardian confirms to us in writing the child (above the age of 12 years) is capable and willing to travel alone and understands assistance is not provided. The child will need to be booked as an adult on the website and once confirmed, forward us the booking reference, child's date of birth and we will add remarks to the reservation. The adult accompanying the child to the airport will need to remain in the terminal until the flight is airborne and we will need the name of the adult collecting at the destination and contact numbers will be required for both adults. Children under sixteen years can travel with their birth certificate if they do not hold a passport on UK domestic services only. For travel to and from Ireland, photographic documentation is required.
If you require further information please contact our customer support team on +44(0)1652 680600.
We can accept expectant mothers for carriage on our services up until the end of week 33 of the 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.
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.
With the exception of guide dogs and certified assistance dogs we do not accept animals for carriage on our services.
Guide dogs and certified assistance 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 support centre on +44(0)1652 680600 at the time of booking or at least 48 hours prior to departure.
For further details see Special Assistance.
Assistance can be provided to and from our aircraft for passengers with special needs and/or reduced mobility. Please note a ‘lift on’ service is limited to certain aircraft types and on the smaller types of aircraft such as the Jetsteam 41, passengers must be able to walk the aircraft stairs unaided. Due to health and safety reasons 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 complete the form which can be found at the following link Special Assistance. If you need to speak to a member of our customer support team, please call +44(0)1652 680600 at the time of booking or at least 48 hours prior to departure.
The health and safety of our customers and colleagues is our number one priority. Each country and airport set their own specific requirements and guidance on the policy of face coverings and we recommend you familiarise yourself before travel and adhere to mask rules. With the legal requirement to wear a face covering now removed across the UK and Ireland, customers can make a personal choice whether to wear a face covering on board.
There is no testing requirements or the need to provide vaccination status to travel on our UK domestic flights. Please check the government website of the country you are travelling to, if outside of the UK.
You will need to check the entry requirements for the country you are travelling to by accessing the latest information on that particular country's government website.
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.
If you require further information please contact our customer support team on +44(0)1652 680600.
All requests must be made in advance via our customer support centre on +44(0)1652 680600 and licence 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. Applicable fees apply. £30 each way per item.
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
Rules on liquids
Rules on liquids apply to all air passengers travelling from any UK and EU airport regardless of their destination.
The rules mean that limited quantities of liquids must be held in individual containers not exceeding 100ml (approximately 3.5 fl. oz).
Limited quantities of liquids, gels and pastes may include:
Shampoo, suntan lotions, creams, toothpaste, hair gel and hair spray, perfumes, cosmetics such as mascara and lip gloss, water and other drinks, soups and syrups and other items of a similar consistency. All liquid containers must be carried in a separate clear plastic, zip-top or re-sealable bag that does not exceed 20 cm x 20cm (8 inches x 8 inches) or equivalent to one litre capacity. Items must fit in the bag comfortably and the bag must be completely closed. At the airport security search, the plastic bag must be removed from the cabin bag and x-ray screened separately.
Can I take essential medication in my cabin baggage?
Yes. Essential medication in liquid form (prescription or over the counter) may be carried in the cabin bag subject to UK and EU liquid policy restrictions. Customers may be asked to prove that the medicine is for an individual travelling and is required during the flight. Medicines in non-liquid form may be carried in the cabin bag as normal, provided they fit into a bag no bigger than 56 cm x 45cm x 25cm.
Has your flight been cancelled, delayed or rescheduled? You may be entitled to compensation and/or reimbursement of costs. To start your new claim, click here
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 14 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 support email address: customersupport@easternairways.com
Eastern Airways head office: Eastern Airways, Schiphol House, Humberside Airport, Kirmington, DN39 6YH
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.”