> FAQ - Frequently asked questions
Here you can find answers to frequently asked questions. If you can’t find an answer here, please contact Jettime's Customer Service.
Contact Jettime's Customer Service here...
Why can’t I log in with my reservation number?
If you are travelling with TUI, you only need to enter the first seven characters (e.g. only 13185688 and not 12186588-02).
If the trip is purchased within the last 1–3 days, the system may not yet be updated with your data. Please try again later.
When does the check-in open/close?
Check-in for the majority of European destinations opens 2 hours before departure and closes 45 minutes before departure. Some flights close earlier – please check for any specific information about this in your travel document.
Please note that passengers who arrive to check-in later than 45 minutes before departure can be denied boarding.
Can I use a self-service check-in machine at the airport?
You can check in using a self-service machine if you are traveling from Aalborg, Billund or Helsinki-Vantaa. Self-service opens 2 hours before departure and closes 30 minutes before departure, as with regular check-in. Read more here...
In Copenhagen Airport at Kastrup, the self-service machines are located in the Terminals . Once you have scanned your passport(s), the machine prints your boarding pass. If you are more than nine persons on the same booking, you are not able to use the self-service machines.
You then deliver the baggage at one of the counters assigned for the flight. Look for the right JTD number and Bag Drop on the screens.
Can I check-in online?
You can check-in online if your flight is leaving from Helsinki-Vantaa, Stockholm-Arlanda, Göteborg-Landvetter, Aalborg or Billund and you have booked a seat before check in.
> Book your seats here...
Online check-in is open from 14 days before departure and up to 3 days prior to departure (not including departure date).
Online check-in is not possible on the return journey.
How much baggage can I bring?
If your ticket is with baggage, you may bring 20 kg including your hand baggage. The maximum weight of your hand baggage is 5 kg.
If you are travelling for three weeks or more, you are allowed to bring 30 kg of baggage, including maximum of five kg hand baggage. Read more here..
Can I buy extra baggage allowance?
In most cases it is possible. Skiing and golf trips are, however, exceptions. We recommend that passengers prebook any required extra checked baggage as it is cheaper and saves time at the airport. This can be done within three days before departure here... If you have less than three days to departure, you can order extra weight by contacting Jettimes Customer Service.
Can I have a electronic cigarette with me?
Electronic cigarettes must be carried in your hand baggage. However, it is strictly forbidden to use them onboard, and you have to separate the battery from the rest of the device due to risk of self-ignition.
Can I bring food or liquids in my hand luggage?
Liquids, gel and liquid-like substances are only allowed in hand luggage if they are packet in a container with a max. volume of 100 ml (1 dl).
You can have more than one container, but no more than you can pack in a clear plastic bag with a volume of one (1) liter which you have to be able to close children's apps to download.
These rules apply to e.g. following food:
- Spreadable products like butter, margarine, peanut butter, marmalade, jam, Nutella etc.
- Partially spreadable products like ketchup, mustard, mayonnaise, yoghurt etc.
- Canned products like marinated herring, macharel in tomato sauce etc.
- Certain type of cheeses, like spreadable cheeses, brie, camembert and other soft, runny cheeses
Please note that it is generally recommended to pack food in your checked baggage.
Jettime recommend that spreadable, partially spreadable and canned products are packed in your checked baggage.
Can I bring baby food in my hand luggage?
You can carry the amount of baby food you need during the flight in your hand luggage, even if the container is bigger than 100 ml (1 dl). Note that you have to pack the containers in a clear plastic bag and present them to security control.
Please note that some airports might do a additional security check for baby food.
Can I take knitting needles on the plane?
Small wooden knitting needles are allowed.
Can I take my bike, my surfboard and my golf bag on holiday?
To a limited extent, it is possible to take that kind of baggage with you. Read more about special baggage here...
Can I have devices with lithium batteries with me?
One passenger is allowed to bring maximum two (2) lithium batteries with. Batteries must always be carried in hand luggage, and they may not be stronger than 160 Wh per battery. Batteries should be carried separately from the device(s) they are used in and protected from short circuit.
If the battery strength is between 100 - 160 Wh, you must obtain a transport permission from Jettime Customer Service. Batteries stronger than 160 Wh are not allowed on Jettime flights neither as hand luggage nor as inchecked baggage.
Can I have my Hoverboard, Single wheel, Balance board or lithium powered e-bike with me?
No, you are not permitted to bring any lithium powered vehicles to Jettime flights (exception is a wheelchair).
Does Jettime compensate for delayed baggage on my destination?
If your checked suitcase or similar holiday baggage (this does not apply to "special baggage") is delayed at the destination for more than eight hours, Jettime offers compensation of EUR 100 per suitcase, which in most cases can be paid via your travel agent at the destination. To receive additional compensation, we advice our passengers to contact their own travel Insurance.
If your checked "special baggage", which includes, but is not limited to, prams and pushchairs, wheelchairs and sports equipment, is delayed at the destination for more than eight hours, Jettime offers to cover your documented expenses for the hire of equivalent equipment until your "special baggage" has arrived.
Jettime does not provide any compensation for baggage delays of any kind in connection with your return journey.
Does Jettime compensate for lost baggage?
If, contrary to expectations, and even though you have given us all necessary information concerning its characteristics, your checked baggage has not been located no later than 21 days after the date on which it should have arrived, you can apply for compensation for lost baggage.
As Jettime's liability it limited, we recommend that you apply for compensation directly via your own travel Insurance .Read more here...
How do I proceed if my baggage arrive damaged?
If your checked baggage is damaged on collection at the arrival airport, you must immediately – before going through customs – contact Jettime's handling agent that is responsible for baggage handling after landing, to complete a Property Irregularity Report (PIR).
Please note that if you have collected your baggage and left the arrivals hall without reporting the damage to our handling agent and without completing a Property Irregularity Report (PIR), the baggage will be deemed to have been returned to you in good condition, in accordance with the transport agreement.
Does Jettime compensate for damaged baggage?
To make a compensation claim to Jettime, please complete the Compensation claim form and send it to Jet Time at email@example.com no later than seven days after the damage occurred. It is important to add the number of your Property Irregularity Report (PIR) to the compensation claim form. Read more here...
How early/late can I order my seat shadow fight 2 zum herunterladen?
Seat reservation on Jettime's flights is only possible as of the 15 September 2021 for travel up to and including March 2022. For summer travel 2022, this will only be possible from January. However, always no later than three days before departure.
This also depends on when the travel agent forwards the booking information to Jettime.
Can I book a seat with extra legroom without the others on the reservation number also having to pay for special seats?
Yes. Please note thought that if you want to sit together, you need to book seats for the other passengers, too. For booking please contact Jettime Customer Service here...
Can we book seats next to each other, even though we have different booking numbers?
Yes, if there are seats available, and you all have a confirmed reservation. One booking no. at the time.
I have to cancel my trip. Can I get a refund on my seat booking?
Yes if you cancel no later than 4 days prior departure. Please contact Jettime Customer Service here... Give us your name and booking number, and the booking fee will be refunded to your credit card.
Can I order an in-flight meal?
Food on the trip must be booked in advance by the travel agency or be included in your trip. Read more about Jettime in-flight meals here...
What if I’m vegetarian or suffer from allergies?
You can choose from a variety of special menus at Jettime. We serve (for example) meals that are lactose-free, gluten-free and vegetarian. Special menus must be ordered via your travel agent and no later than three working days prior to departure. See options here…
Can I order a special meal for my child who has food allergy?
Jettime does not offer special meals for children. However, it is possible to order a adult special menu for a child. See options here…
Can I bring my own food, soft drinks and alcohol on board?
No, you are not normally allowed to bring food and drink on board Jettime aircraft. If you suffer from food allergies, please contact Jettime Customer Service prior to departure here....
Are there films on board the plane?
Jettime aircrafts do not have a entertainment system on board. You are welcome to bring your own smartphone, tablet or laptop.
Can I smoke on board?
No. Smoking on board is strictly prohibited. This also applies to electronic cigarettes.
How can I pay on board?
We recommend that you pay with a credit card. You can pay with Visa/Dankort, Visa, MasterCard.
If you pay cash, please have exact amount available, as we don't carry change.
Note that due to the requirements stated in the EU Payment Service directive (effect from the 14th Sep 2019) there will be some changes in payments on board. See more here..
*) Please note that currently we accept only Diners Club cards which are issued outside of the Nordic countries.
Can children travel on Jettime flights on their own?
Yes, children aged five and upwards can travel alone with Jettime. Read more here...
Am I allowed to fly when I'm pregnant?
Yes, you can – without restrictions – until the 35th week of pregnancy. However, if you are multiple pregnant there are special rules. Read more about flying when pregnant here...
Am I allowed to take extra hand luggage for a child under two?
You are free to bring up to 5 kg of hand luggage per child under two years old.
Is a stroller included in the baggage allowance?
No. You can take a stroller / pushchair in addition to your baggage allowance at no extra charge silk browser.
Is there food for our baby on board?
We offer children up to two years old a jar of baby food, some fruit and some bread. Security staff also accept that you bring along your own baby food, baby cereal and milk. Once you are onboard the plane, Jettime cabin staff can help you by heating a feeding bottle, if required.
Are there baby-changing facilities on board?
Yes, there are baby-changing tables in the plane’s rear toilets.
Why can’t two children under two years sit on the same row?
Children under the age of two do not have their own ticket, and this means they do not have their own seat. In the event of a pressure drop in the cabin, there will not be enough oxygen masks for two children under the age of two, because each section of three seats is equipped with four oxygen masks only.
Why can’t I book seats near the emergency exit?
The red seats in the Jettime booking system are located near the emergency exits. For safety reasons, these seats are not available for travelers with children under twelve.
Can I order a carry cot on board?
Unfortunately, Jettime is not able to provide a carry cot for use on board the plane. We recommend that you book seats on row 1, where you can sit as undisturbed as possible.
Why should I bring extra oxygen if I suffer from COPD?
During the flight, the oxygen levels in the cabin are lower than we are accustomed to on the ground. This means that passengers with poor heart conditions, chronic obstructive pulmonary disease (COPD) or other lung diseases can experience a lack of oxygen during a flight. Read more here...
What do I do if I need extra oxygen on board?
If you suffer from heart or lung disease, or anything else that increases your need for oxygen during the flight, please contact the Jettime Customer Service Department. More information is available here...
Can I bring my electric wheelchair?
Yes. When flying with Jettime, you can bring a wheelchair with dry batteries or gel batteries if approved for air transport – free of charge. However, it is important that you contact Jettime Customer Service before your travel here...
How should I pack my medicine?
Any vital medication MUST be in your hand luggage. Unfortunately, Jettime is not in a position to help with the loan of an insulated cool bag. The security check staff accept more than 100 ml of liquids when medicine is involved, as long as the medicine is in its original packaging and marked with the patient’s name. If you need an additional baggage allowance due to your medication, please contact Jettime Customer Service before departure here...
I have difficulty walking and will need help getting out to the plane for departure and from the aircraft upon arrival. What should I do?
You should contact your travel agent and ask them to place a note on your booking. This notification will be sent to the participating airports, which will then provide wheelchair assistance. Read more about flying with a walker or wheelchair here...
I forgot my jacket, phone or duty-free goods on board – what should I do?
It depends on whether you lost something on the outward journey or the return journey.
- On the outward journey
Passengers who forget item(s) onboard the plane en-route to the destination, should in general contact the lost property office at the destination airport. Check with your tour guide to help you find anything you may have lost. For security reasons, Jettime is not allowed to transport effects not belonging to passengers on the specific flight. For this reason, items forgotten on the outward journey cannot be brought back on a return flight.
- On the homebound journey
If Jettime finds lost property in the plane after returning home, the item(s) will be delivered to the lost property office at the appropriate airport. Within few days the item(s) will be transferred to the police's Lost & Found office if the owner has not established contact.
Passports, personal papers and money are an exception to this rule. These will be delivered directly to the nearest airport police.
Duty-free goods not delivered?
Should your duty-free goods not show up, be incorrect or be damaged, please contact the cabin crew on board.
In case this is discovered later, please contact Airshoppen per phone or by e-mail here...
Can I have a dog or cat with on my trip?
Jettime passengers are – to a limited extent – welcome to bring a dog or cat on board, on payment of a fee. For reasons of consideration for both two- and four-legged passengers, we do, however, have a number of guidelines and restrictions that must be complied with. Read more here...
Should I have pass or visa while travelling with Jettime?
Due to the security situation throughout Europe, all European countries have increased their requirement for identifications. Read more here...
The below passenger right are not applicable to you, if
- Jettime a/s is not the operating carrier of the flight
- If you are travelling on a fare not available, directly or indirectly to the public
- If your flight disruption is due to your own fault, or
- Extraordinary circumstances.
Extraordinary circumstances include, but are not limited to the following:
- meteorological circumstances
- safety threats, such as technical problems that suddenly arise or other unexpected failures in the aviation safety
- strikes affecting the flight operations
- political instability
- provisions relating to the air traffic management
- other safety aspects
a) If the flight is delayed for two hours or more on flights of 1,500 kilometres or less.
b) If the flight is delayed for three hours or more on intra-EU flights of more than 1,500 kilometres.
c) If the flight is delayed for three hours or more on other flights between 1,500 and 3,500 kilometres.
d) If the flight is delayed for four hours or more on all flights not falling under a), b) and c).
a) Meals and refreshments in a reasonable relation to the waiting time
b) Two telephone calls or e-mails
c) Hotel accommodation and transport between the airport and place of accommodation
These are offered if you must wait at least one night after the scheduled time of departure and are subject to local availability.
In case where you have a confirmed ticket and have checked in on time, you may be denied boarding if the plane is overbooked. The following will apply:
1) 250 EUR on flights of 1,500 kilometres or less.
2) 400 EUR on intra-EU flights of more than 1,500 kilometres.
3) 400 EUR on other flights between 1,500 and 3,500 kilometres.
4) 600 EUR on all flights not falling under 1), 2) and 3) or the option to cancel the journey and get the ticket refunded.
You are not eligible to compensation, if you are informed of the cancellation at least two week prior to the schedules time of departure.
Further to the ordinary compensation options, you can be offered reimbursement of the ticket costs or cancellation of the journey.
You are eligible to receive 50% of the compensation, if you are offered re-routing to your final destination for a flight landing:
- a maximum of two hours after the arrival time of your original flight for flights 1,500 kilometres or less.
- a maximum of three hours after the arrival time of your original flight for intra-EU flights of more than 1,500 kilometres.
- a maximum of three hours after the arrival time of your original flight for all other flights between 1,500 and 3,500 kilometres.
- a maximum of four hours after your original arrival time for flights not falling under a), b) and c).
- 250 EUR on flights of 1,500 kilometres or less.
- 400 EUR on intra-EU flights of more than 1,500 kilometres.
- 400 EUR on other flights between 1,500 and 3,500 kilometres.
- 600 EUR on all flights not falling under 1), 2) and 3).
The above compensation is to be reduced by 50% under the following circumtances:
- If the flight is delayed for two hours or more on flights of 1,500 kilometres or less.
- If the flight is delayed for three hours or more on intra-EU flights of more than 1,500 kilometres.
- If the flight is delayed for three hours or more on other flights between 1,500 and 3,500 kilometres.
- If the flight is delayed for four hours or more on all flights not falling under a), b) and c).
The whole directive is available here.
If you need a delay certificate for your travel insurance, please mail to firstname.lastname@example.org for one.
What are Jettimes Terms and Conditions for the transport of passengers and baggage?
Read our Terms and Conditions here:
Dear Jettime passenger,
These transport conditions are a supplement to the agreement concluded between your travel agency and Jettime, and they contain, among other things, requirements of you as a Jettime passenger and various limitations of our liability in the event of injuries, damage or delays affecting you and/or your baggage. Jettime recommends that you read these special terms and conditions carefully.
These transport terms apply only to flights operated by Jettime with Jettime’s callsign/flight number (JTD or JTF). Flights operated by Jettime on behalf of other airlines and with their respective callsigns/flight numbers are thus not covered.
- Basis for the conditions
The conditions are based on the Montreal Convention, EU Regulation no. 261/2004 and the national legislation and other regulations applying to and/or accepted by Jettime in relation to operational reliability, punctuality and service.
In the section on our coverage liability, the term SDR (“Special Drawing Rights”) is used. SDR is not a currency in the ordinary sense, but the International Monetary Fund’s (IMF) special unit of account that is used in the settlement of certain financial outstandings. SDR, which is defined as a weighted sum of contributions regarding the four major currencies, dollar, euro, yen and pound sterling, is reassessed and adjusted every five years and calculated daily as the equivalent in American dollars.
- Jettime’s contact details
2.1 Jettime’s website
www.jet-time.dk is updated regularly with guidelines, practical information, prices, fees, etc. regarding the flight, and here you will also find detailed information on matters mentioned in these conditions.
2.2 Jettime’s Customer Service
See our website for telephone number, e-mail address and opening hours. You are welcome to contact our Customer Service department with questions about these terms and conditions, or about your Jettime flight in general.
- Personal information
On purchasing a flight with Jettime as airline, you accept that Jettime may receive, store and use information about you that is necessary to carry out the flight, and that we may provide this information to relevant authorities, our agents and others who perform services in connection with the flight. Your personal information will be handled confidentially.
- Tickets, passports and other required travel documents/permits
To fly with Jettime, you must have a valid ticket/travel certificate stating your full name, which must match the name in your passport. The ticket must state that you will be flying with Jettime (JTD or JTF). In addition, upon request you must be able to present valid photo identification.
You are personally responsible for obtaining all necessary travel documents and visas, as may be required for your travel, and you must, upon request, present these documents and visas, and permit us to take a copy for our own records. If you have not fulfilled these requirements, or if your travel documents are not in order, we reserve the right to refuse to transport you.
Special agreements made between you and Jettime are only valid to the extent that they can be documented.
- Health information, illness, disability, pregnancy, etc. and special assistance
You are personally responsible for ensuring that your state of health is such that you are fit for air travel. Furthermore, you must be able to take care of yourself, or – if required – have a travelling companion who can help you. Special assistance in the form of a wheelchair, etc. is provided in accordance with the information on our website.
Some medical conditions are incompatible with air travel or are accepted with the reservation that you personally bring the required medicine, oxygen, etc. This applies either due to the risk of spreading infection or the increased risk for you/your health.
Special rules can be found on Jettime’s website governing transport of disabled persons, pregnant women, passengers with plaster casts due to broken bones and passengers who are ill.
If we deem that your medical condition makes it questionable whether you will be able to complete a flight without risk to yourself or others, we will require current health information. We reserve the right at any time to refuse to transport you if we believe that your state of health is incompatible with air travel. If you are in any doubt, we recommend that you obtain an aeromedical approval from your travel insurance provider or doctor before departure. With this approval, you can apply for advance approval for transport via our Customer Service department.
Should you become ill on the aircraft during the outward flight or during your stay at the destination, we reserve the right to require an aeromedical report (a MEDIF report) in order to assess whether we can accept providing your transport home.
- Transport of unaccompanied children
For a fee, Jettime offers transport of unaccompanied children who are at least 5 years old, but not yet 12 years old. Parents or other persons with custody of the child must, in connection with check-in, complete and sign an accompanying document and also present a valid ID.
- Transport of animals
Jettime permits, to a limited extent and in accordance with the following provisions, the transport of pets.
- A fee is charged for transport of pets either in the cabin or cargo hold. However, a guide dog accompanying a disabled passenger, as well as the dog’s transport crate and food, may be transported free of charge.
- You are responsible for ensuring that you have valid health and vaccination certificates, exit/entry permits and other documents as may be required for the animal by the countries which the animal is to enter or travel through. If the said certificates are not in order, transport will be refused.
- Jettime is not responsible for any injury, illness or death occurring to animals that we have agreed to transport.
- You must hold Jettime indemnified for any fines, costs, losses or liabilities that we may incur or defray as a consequence of our transport of the animal and any actions by the animal causing damage or injury.
The applicable conditions and prices are listed on our website.
- Location on the aircraft – booking your favourite seat
Jettime cannot guarantee specific seats in the aircraft or guarantee that you will be able to sit next to others accompanying you on the flight. If you require specific seats or you wish to ensure that you will be seated next to those accompanying you on the flight, you can book seats for a charge at our website. Description of the seats in the aircraft and current prices can be found on our website. Please note that certain seats in the aircraft – including seats at emergency exits – require that you are physically fit and healthy and able to assist in the event of any necessary evacuation.
Cancellation or changes to booked and paid seats can be made by contacting our Customer Service department. The conditions for refunding payment can be found on our website.
If special operating or safety considerations so require, we reserve the right to reallocate seats – even after boarding has taken place. If you have paid a charge for your seat and you are moved to another seat, you are entitled to a refund of your payment.
9.1 Excess and special baggage
It will be possible to transport some baggage free of charge in accordance with the agreement with your travel agent.
If you wish to bring more baggage than is permitted free of charge, this is possible to a limited extent by ordering and paying the applicable charge in advance of the flight.
Special baggage, e.g. sports equipment, can also be transported to a limited extent by ordering and paying the applicable charge in advance of the flight.
If you fail to order and provide advance payment of the charge for excess or special baggage, and bring more than the permitted amount, upon check-in at the airport you will be subject to a charge that is significantly higher than if you order in advance, and this baggage will only be transported – regardless of your payment of a charge upon check-in – on the condition that space and weight conditions so permit.
Firearms and ammunition intended for hunting use are accepted in the cargo hold, provided that the weapons are unloaded, secured and properly packed. Transport of ammunition is subject to the regulations of ICAO, IATA and EASA.
9.2 Check-in of baggage and hand baggage
You are responsible for ensuring that your baggage is suitable for air transport. Particularly sensitive baggage, such as – but not limited to – bicycles, prams and strollers, which is not packaged in hard packaging approved for air transport, will be accepted at your own risk.
Your name and address must be attached to all checked baggage. When you hand over your baggage at check-in, a baggage ID label will be attached to the baggage and you will receive a receipt for each piece of checked baggage. You are responsible for keeping the confirmation until your baggage is back in your possession.
We also recommend that you make the baggage easily identifiable, which will facilitate a search in the event that the baggage, contrary to expectations, should become lost in transit.
For security reasons, your baggage – on your outward or return journey – can be examined (including electronically) without your being present.
Hand baggage that you take on board the aircraft must fit under the seat in front of you or in a closed baggage compartment above the seats. See the rules on our website for the permitted dimensions and weight of hand baggage.
We cannot guarantee that there will be room for hand baggage immediately above your seat. If your hand baggage cannot be stored in this manner, weighs more than permitted, or in any way is deemed to constitute a security risk in the cabin, it must be transported as checked baggage.
9.3 Objects not accepted as baggage
In accordance with international regulations, for safety reasons it is prohibited to transport dangerous goods in baggage. The following objects are therefore not accepted on the aircraft:
- Objects that are likely to endanger the aircraft or people or property on the aircraft, such as, but not limited to, flammable, poisonous, radioactive or corrosive substances or objects that are specified in ICAO’s Technical Instructions for the Safe Transport of Dangerous Goods by Air, IATA’s Dangerous Goods Regulations, EASA/JAA’s standards, and in these terms and conditions.
- Objects whose transport is prohibited under applicable laws, regulations or orders in one of the countries to be flown from, over or to.
- Objects which, according to our reasonable discretion, are unsuitable for transport because they are dangerous or cannot be secured – either due to their weight, size, shape, contents or nature – taking into account, among other things, the type of aircraft we use.
- Live animals, with the exception of approved pets for which a charge has been paid.
- Weapons and ammunition, apart from those for hunting or sporting purposes under certain conditions, see above.
In addition, we can refuse transport of:
- Any type of object that we deem unsuitable for transport due to its size, shape, weight, contents or nature, and baggage that in our reasonable opinion is not properly and safely packed in suitable containers, or is fragile or perishable.
- Baggage, if we assess that it can represent a danger to operations or safety on board, or otherwise to a significant degree influence/be a nuisance to other passengers and/or the crew.
In addition to the aforementioned restrictions, your checked baggage may not contain particularly valuable, particularly important or fragile objects, including, but not limited to, money, keys, prescription medicine, bottles, cameras, jewellery, precious metals, electronic devices, securities or other valuables.
- Reporting time, security check and boarding
You are responsible for both punctual check-in and punctual appearance at the given gate. If you do not comply with the specified deadline, you can be refused at both places.
- The airport’s information boards provide information about the right check-in location.
- Check-in normally begins two hours before and closes 30 minutes before expected departure. However, the deadline may vary, so that you must always check the information about your flight on the travel certificate/ticket.
- We recommend that you report to check-in well in advance, as there may be a queue/long wait at the security checkpoint after check-in, and there may be a long walk to the correct gate/exit to the aircraft.
- The airport’s departure information indicates the gate/exit to the aircraft and the reporting time at this location. The times can be changed at any time, so we recommend that you remain attentive to this information.
- There may be a risk that your return flight will be cancelled if you do not take the outward flight. You must therefore contact your travel agent if you still wish to use the return flight.
- On the return journey, we recommend that you – via your travel agent, if applicable – stay updated on the current deadlines and on any changes to flight schedules.
- For security reasons, you may be asked – on both your outward and return flights – to permit a search and scan of your person. If you do not accept such a request, we can refuse to transport you.
- Our right to refuse to transport you
As a passenger of Jettime you are obliged to respect and comply with the rules of conduct and instructions that we specify for the flight. Jettime may refuse to transport you in the event of one or more of the following circumstances, or if we have reasonable grounds to believe that such circumstances could occur:
- If you cannot present valid travel documents or refuse a request to provide your travel documents to us or our handling agent.
- If you present a ticket that has been acquired illegally, reported lost or stolen, that is counterfeit or for which you cannot document that you are the person whose name is stated on the ticket.
- If we have grounds to believe that you will not be allowed to enter the flight’s destination country.
- If this is necessary in order to comply with applicable laws, regulations or other requirements of public authorities.
- If you refuse to accept security checks of your person and/or your baggage.
- If we assess that your state of health is either a danger to yourself or to others on board.
- If your mental or physical condition, including as a result of the influence of alcohol, narcotic drugs or other medication, constitutes a danger to yourself, other passengers, the crew or property.
- If you do not comply with our safety instructions and/or other instructions.
- If you have behaved inappropriately on one of our previous flights and we therefore do not wish to transport you.
If, on board the flight, your behaviour is such that we assess that it can be of danger to the flight or other persons or property on board, or if you prevent the crew from performing their tasks or fail to comply with instructions from the crew, including, but not limited to, instructions to refrain from smoking or the consumption of alcohol or drugs, or if you violate the safety regulations on board, or behave in a way that is unpleasant or bothersome to, or causes injury to, other passengers or crew members, in order to stop this behaviour we can take the measures, including the use of coercion, that we deem to be necessary. You can at any time be disembarked from the aircraft and refused further transport, and you can also be prosecuted for violations of the law committed on board the aircraft.
You are also obliged, on demand, to indemnify Jettime for any costs and/or any losses that we may incur in connection with such behaviour on your part.
Jettime is not liable for losses or expenses arising as a consequence of our refusal to transport you pursuant to the aforementioned.
- Electronic devices
Jettime can, for safety reasons, prohibit or limit the use of electronic equipment on board the aircraft, including, but not limited to: mobile telephones, laptop computers, recorders, radios, CD players, tablets, GPS devices, electronic games or transmitting units, including radio-controlled toys, walkie-talkies and other personal electronic devices.
- Collection and delivery of checked baggage
Only the person who is in possession of the baggage receipt is entitled to collect/demand the handover of checked baggage.
The checked baggage must be collected at the destination as soon as it is available. If it is not collected within a reasonable time, we will be entitled to charge a fee for storage. If your checked baggage has not been collected three months after it has been made available to you, we may dispose of it without any liability to you.
- Damaged, ruined, delayed or lost baggage
14.1 Reporting of damaged or destroyed baggage
If your checked baggage is damaged or ruined on its arrival at the destination airport, you must immediately contact Jettime’s handling agent – before you leave the arrivals hall – to complete a Property Irregularity Report (PIR). This is your documentation that the claim has been reported. If you collect your baggage without making a claim/completing a PIR, the baggage will be considered to have been delivered in good condition and in accordance with the transport agreement.
Claims must be reported no later than seven days after the damage occured of the damage, provided that you can prove that the damage occurred during the applicable flight with Jettime.
If you wish to make a claim or file a case with Jettime, this can be done by submitting a PIR report from the airport as well as a completed report form that can be downloaded from our website. However, please note that Jettime reserves the right to require a receipt for the damaged or ruined baggage and to otherwise reduce the assessed value of the damaged baggage due to its age.
Claims for compensation for damage to checked baggage can be submitted directly to your insurance company.
14.2 Reporting delayed or lost baggage
If your checked baggage does not arrive at the destination together with you, you must immediately contact Jettime’s handling agent in the arrivals halls to – before you leave the arrivals hall – complete a Property Irregularity Report (PIR). This is your documentation that the baggage delay has been reported and is also necessary for us to locate the baggage.
In the event of delayed baggage, it is very important that your report includes the name and address specified on the baggage’s nametag. In addition, you must provide as much detail about the baggage as possible and otherwise cooperate with us in our efforts to locate your baggage.
If your checked suitcase or similar holiday baggage (this provision does not apply to “special baggage”) is delayed at the holiday destination for more than eight hours, Jettime offers compensation of EUR 100 per suitcase, which in most cases can be paid via your travel agent at the travel destination. This amount, which is a one-off payment, is to cover the most necessary items: toiletries, clothing, etc. Therefore, to ensure additional coverage, we recommend that you take out baggage insurance coverage prior to departure.
If your checked “special baggage” – including, but not limited to, prams and pushchairs, wheelchairs and sports equipment – is delayed at the destination for more than eight hours, Jettime offers to cover your documented expenses for the rental of similar equipment until the “special baggage” has arrived. In most cases, this payment can be made via your travel agent at the travel destination.
Jettime does not provide compensation for baggage delays of any kind in connection with your return journey.
If your checked baggage has not arrived within 21 days of the date on which it should have arrived, it will be considered to have been lost and will be replaced in accordance with the applicable rules.
If you wish to submit a claim or file a case with Jettime regarding lost baggage, this can be done by submitting a PIR report from the airport as well as a completed report form that can be downloaded from our website. Please note that Jettime reserves the right to require a receipt for the lost baggage and to otherwise reduce the assessed value of the lost property due to its age.
Claims for compensation can be made directly to your insurance company.
14.3 Jettime’s compensation liability for damaged, ruined, delayed or lost baggage
Jettime is liable for passengers’ losses concerning damaged, ruined, delayed or lost baggage in accordance with the rules of the Montreal Convention. Under the Convention, passengers can obtain compensation if the airline is at fault for the incident. Compensation cannot exceed 1,131 special drawing rights (SDR).
Pursuant to the applicable compensation rules, among other things:
- Jettime is not liable for damage to unchecked baggage/hand baggage, including personal property, unless the damage is due to negligence/error on the part of ourselves, our employees or our agents.
- No compensation is provided for any form of cosmetic and/or superficial damage to baggage as a result of normal wear during transport.
- Jettime’s liability is conditional upon and limited to documented damage, including, where relevant, documentation of timely notification, expense/purchase, purchase date and price. On determining the compensation amount, deductions will be made for age and, if applicable, lack of any receipt.
- Jettime is not liable if the damage is due to the baggage’s own defects, deficiencies, or design.
- Jettime is not liable for any loss or damage or expense arising for baggage of which transport on the flight is prohibited.
- If Jettime is liable for damage, an attempt must always be made to repair the baggage, if possible. Jettime collaborates with suitcase companies that undertake repair of most suitcase brands.
- Personal injury
Jettime is liable for personal injury in accordance with the rules of the Montreal Convention.
Jettime holds compensation liability in the event of a passenger’s death or injury if the accident that caused the death or injury took place on board the flight or during embarking or disembarking.
If Jettime can prove that the injury was wholly or partly caused because the person claiming compensation, or the person to whom the compensation claim pertains, has personally behaved carelessly, negligently or incorrectly, Jettime will be wholly or partly exempted from our liability to the injured person to the extent that this careless, negligent or incorrect behaviour contributed to the injury. If, in the event of a passenger’s death or injury, a compensation claim is raised by a person other than the passenger concerned, Jettime will also be wholly or partly exempted from our liability to the extent that we can prove that the passenger’s own careless, negligent or incorrect behaviour caused the injury or contributed to it.
Jettime is not liable for any illness, personal injury or disability, including death, that can be attributed to your age or your physical or mental condition, nor for any aggravation of any such condition, unless the condition or the aggravation has been caused by an accident that occurred on board the flight or during embarkation or disembarkation.
Under the Convention, passengers can obtain compensation if the airline is at fault for the incident. Compensation cannot exceed 113,100 special drawing rights (SDR).
- Flight delays and cancellations
Jettime’s liability in connection with delays is subject to the provisions applying to EU airlines in accordance with EU Regulation 261/2004.
Unless it can be proved that the cancellation or delay is due to unusual circumstances that could not have been avoided, even though all precautions that could reasonably be taken were actually taken, according to the Regulation, the passenger is entitled to compensation if a delay or cancellation of a flight results in the passenger arriving at the destination with the following delay:
- a) two hours or more for all flights of 1,500 km or less, or
- b) three hours or more for all intra-Community flights of more than 1,500 km and for all other flights of between 1,500 km and 3,500 km, or
- c) four hours or more for all flights not falling under a) or b).
In the event of late arrival at the destination in accordance with the aforementioned, compensation claims may be made by contacting Jettime’s Customer Service department.
When making a claim for compensation under the EU regulation please submit your confirmed reservation for the flight and boarding card or similar to document that you, at the latest at the time stated in your travel documents, were present at check-in for the delayed flight, ref. EU Regulation 261/2004 Article 3, paragraph 2.
- Your financial liability to Jettime
You are obliged, on demand, to indemnify Jettime for any costs and/or any losses that Jettime may incur in the event of – but not limited to – the following circumstances:
- If you are denied entry into any country. In such cases, you will be liable for payment of any fine or fee that the country in question may impose on us, and for our costs of transporting you out of the country in question.
- If you or your baggage cause injury to other persons or to property, including our property. In such cases, you will be liable for the injury.
Jettime can take legal action against you in the event of breaches of the law committed by you on board the flight.
- Forgotten items on the aircraft
Jettime does not store items forgotten on the aircraft and assumes no liability for such items.
Complaints regarding the flight or associated services must immediately be made to us or our representative for immediate remediation. Failure to do so will normally result in the loss of the right to later claim damages or compensation.
If Jettime offers to rectify a defect/deficiency and the rectification occurs within a reasonable time and without cost or significant inconvenience to you, you cannot claim compensation. Complaints concerning defects or deficiencies that Jettime has not been able to rectify must be submitted in writing to Jettime’s Customer Service department no later than two weeks after completion of the journey.
Irregularities that would generally be described as trivial will not be considered to be defects/deficiencies.
Special agreements made between you and Jettime will only be valid to the extent that they can be documented.
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The agreement with the passenger’s states:
Jettime a/s shall ensure a Safe and Enjoyable journey for all passengers and a safe working environment for Jettime a/s crew and staff.
A passenger shall be fit to Fly, meaning be able to evacuate in an emergency situation, and be able to follow and accept all other instructions on-board or on ground. (Special conditions may apply to SCP’s)
Jettime a/s shall not permit any person to enter an aircraft with unruly behaviour or signs of intoxication to an extent that the safety of the aircraft or its occupants is likely to be endangered, or if the person may cause discomfort to other passenger’s or staff.
Dedicated attention on not to accept intoxicated passengers to enter a Jettime a/s aircraft is key to avoid safety risks, and unruly behaviour on-board.
If in our reasonable opinion, you conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board or obstruct the crew in the performance of their duties. Or refuses to adhere to instructions from the crew including but not limited to instructions regarding safety, smoking, alcohol or drug consumption or behave in a manner which causes discomfort, inconvenience, damage or injury to other Passengers or the crew, we may take such measures as we deem reasonably necessary to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward Carriage at any point and may be prosecuted for offences committed on board the aircraft. Furthermore, you shall indemnify us on demand, for any costs and/or losses incurred by us in connection with any such conduct by you.”
Drunken behaviour at check-in, at the gate, in sales offices, or when onboard the aircraft is in conflict with our goal to be a safe and secure airline and lowers the level of customer satisfaction experienced by other passengers. It also places additional – and often unacceptable – burdens on crew members and ground staff.
Jettime a/s crew and ground staff are authorized to deny boarding of passengers where there are reasonable grounds to believe that their faculties are impaired by alcohol to an extent that will present a hazard to the aircraft, to persons on board (crew or passengers) or to the passengers themselves.
Alcoholic beverages carried on-board by passengers may not be consumed when on-board an aircraft. The crew can ask to check the passenger’s bags for alcohol and may, at the discretion of the Commander, remove private alcohol If needed, to ensure the passenger do not drink own brought alcohol onboard. The alcohol/Items will be stored this in the gally until the passenger leaves the aircraft.
Jettime will not accept threats, verbal abuse or physical violence on our staff or our passengers.
Passengers may be prosecuted for offences committed on board, on ground or on Jettime property. Jettime may claim the passenger for any costs and/or losses incurred on Jettime in connection with any such conduct.
It is not permitted for passengers to take photographs or recording videos/ films of the crew or staff or other fellow passengers without their permission. It may be considered as a molestation.
The expression Unruly covers behaviour such as abusive and disruptive conduct. A passenger is considered as unruly when he/she:
- repeatedly refuses to comply with instructions given by flight or ground personnel concerning safety or commercially related issues
- behaves in such a way that he/she causes discomfort to other passengers or is objectionable to them.
- behaves in a way that might threaten flight safety or constitutes a serious offence or preparation to commit an offence.
- Your mental or physical condition, including your exposure to alcohol or drugs, poses a danger or risk to yourself, other passengers, the crew or belongings.
- You have exhibited unregulated conduct on a previous flight, and we have reason to believe that such conduct may be repeated.
The behaviour of an unruly passenger is classified in four general levels, recognized internationally.