Submit Your Query

Using the below links is the most efficient way for us to review your claim in a timely manner.
General refunds, death & serious illness please click here
EU 261 Expenses Claim Form for flight cancellation and delay please click here
Baggage (lost/damaged) claims, please click here
Please ensure you upload all documentation to support your claim and if required your bank details. Failure to supply this information will result in significant delays in processing your payment.

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Priority Boarding/Allocated Seating

I have special assistance arranged for my flight - will a seat be allocated free of charge?

Customers who have limited mobility in the cabin (see assistance types below) or who are using therapeutic oxygen, an Amsafe, Crelling harness or Meru chair will be allocated (by emailing or calling the Special Assistance Team, alternatively click here to online chat with an agent) a suitable seat onboard free of charge along with one travel companion. These customers will be boarded after general boarding is completed.

Passengers travelling with guide/assistance dogs

  • Assistance type (BDGR) Passenger travelling with a guide/assistance dog that requires a walker through the airport (departure & arrival) to the aircraft seat and separate safety briefing from cabin crew
  • Assistance type (PETC) Passenger travelling with a guide/assistance dog, but requires no special airport special assistance services

Passengers, with limited or no mobility in the cabin

  • Assistance type (WCHC) Passenger requires assistance through the airport (departure & arrival) and to be lifted on/off the aircraft and to the aircraft seat
  • Assistance type (WCHS) Passenger requires assistance through the airport (departure & arrival)  and up/down the aircraft steps

Passengers with an intellectual disability

  • Assistance type (DPNA) Self-reliant passenger with an intellectual disability who can understand & respond to safety instructions who requires assistance through the airport (departure & arrival) to the boarding gate.

Passengers who are blind/vision impaired requiring assistance

  • Assistance type (BLND) Blind/vision impaired passenger requires a walker (departure & arrival) through the airport to the aircraft seat and separate safety briefing from the cabin crew

The airport special assistance booked by a customer is detailed on the online boarding pass, if the word (PRM Seat) is displayed on the boarding pass then the customer should contact our Special Assistance team to have a suitable seat allocated free of charge plus one travel companion.

Customers who have prebooked any other type of airport special  assistance are NOT allocated a specific seat onboard and can purchase a Premium or Regular seat (except emergency exit seats) during initial booking, Manage Booking or during Online Check In or be randomly allocated a seat free of charge when checking in online (see our Regulations concerning Allocated Seating)

Please note:  emergency exit row seats cannot be used by passengers requiring airport special assistance of any kind