FAQs

Q. What is your policy on face coverings, before and after 19th July 2021?

The health and safety of our customers and colleagues is our number one priority. We respectfully request the continued use of face coverings at check in, upon boarding and whilst on the aircraft across all of our services regardless of destination unless you qualify for a UK government exemption. We will continue to keep this policy under review.

Q. Do I need to take a test or provide my vaccination status to travel on a flight within the UK?

There is no testing requirements or the need to provide vaccination status to travel on our UK domestic flights.

Q. What are the entry requirements for the destination I am travelling to?

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.

Q. Do you offer COVID-19 testing?

There is a link on our website under offers and servies to a third party supplier that offer testing services at a discounted rate.

Q. I did not receive my on-screen booking confirmation, was my booking successful?

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 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.

Q. I have lost my booking reference/flight details, can you help?

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.We are unable to discuss details if you are not named in the booking.

Q. When will I receive my tickets?

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. Can I change my ticket?

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.

Q. What are the check in times?

Check-in opens 90 minutes before the flight departure time and close 30 minutes prior to the scheduled departure for domestic flights. For international flights, check in opens 2 hours before the flight departure and close 45 minutes prior to the scheduled departure. Late passengers cannot be accepted.

Q. Do you offer online or mobile check-in?

We currently don’t offer online or mobile check in but this is something we are working on. Check in is in person at the airport and upon completion, boarding passes with seat numbers will be issued..

Q. What forms of identification are required in order to travel?

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)
Q. What is the baggage allowance?

Value and Standard Fare1 x 10kg hand baggage plus 1 x 15kg hold baggage

Additional bags at 15kg may be purchased at a fee of £30 each way prior to check in opening only.

An excess baggage fee will be applied over the baggage allowance limit of £10 per kg.

Flexible Fare
1 x 10kg hand baggage plus 1 x 23kg hold baggage

Additional bags at 23kg may be purchased at a fee of £30 each way prior to check in opening only.

An excess baggage fee will be applied over the baggage allowance limit of £10 per kg.

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. 

Q. What are the baggage dimensions?

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

Q. Can I pool my hold baggage?

Hold baggage can be combined with another passenger but only if you are travelling with someone on the same booking. If the combined allowance is exceeded, excess baggage charges will apply. Please note the maximum weight we can accept per checked suitcase is 32kg for health and safety reasons.

Q. Can my child travel alone?

An unaccompanied minors’ service is only available on Eastern Airways routes between Cardiff and Anglesey. The airline can only accept those between the ages of 5-11 years inclusive for carriage, and the request plus, applicable fee, must be completed and paid no later than 48 hours before travel. This service is in line with our company policy and the following conditions:

  • All requests should be made via our customer support centre on +44(0)1652 680600.
  • Parent/guardian contact details must be provided at the time of booking, no later than 48 hours before travel, and confirmation of the child/children’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.

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

Q. Can I travel if I am pregnant?

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.

Q. Can I take my child’s pushchair beyond check-in?

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. Do you accept animals for carriage?

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.

Q. Can you advise what assistance can be provided for passengers with reduced mobility and/or special needs?

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.

Q. Can I travel if my leg is in plaster?

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

Q. Do you accept sporting guns for carriage?

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.

Q. What is your smoking policy?

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

Q. What is the liquid policy?

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.

Q. What if things go wrong?

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.”