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Flights help


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For up to the minute travel information please visit the foreign office - www.fco.gov.uk or visit the Association of British Travel Agents (ABTA) - www.abta.com

Making a booking


Getting your tickets


Checking in


Booking Amendments and payment enquiries


Flight travel tips


Destination guides


Making a booking

How do I know if my booking is confirmed?
Once your booking is confirmed, you will receive a confirmation email with your booking confirmation number.

What happens if I haven't received a confirmation email?
You can also resend your confirmation email, and check details of your order using Purchase History .

If you have not received your confirmation email within four hours of making a booking, please check your deleted items / 'Junk Mail' folder.

Most email accounts offer unwanted mail filter service to protect you from junk mail, and it is possible that your confirmation has been mistakenly filtered by this service. We would also advise that you change your filter settings to allow baa.com mail through

Can I book a flight for someone else if I'm not a passenger?
Yes, but we may require additional information from the cardholder to ensure that the transaction is authorised.Please check our terms & conditions for more information.

I'm having problems booking my flight online. Can I book it over the phone?
Yes, you can. Please call our sales team on 0871 4725125 .

If I book by telephone will I be charged a booking fee?
Yes, a £10 booking fee will be applied to telephone bookings.

At what age is an air passenger considered an infant/child?
Child: 2 - 11 years for the full travel period.
Infant: 0 - 23 months for the full travel period.
Infants are not allocated a seat and must travel on an adult's lap

How far in advance can I book a flight?
You can book flights up to 11 months in advance.

What are "online specials"?
BAA online special fares are specially negotiated and often exclusive rates with reputable well known schedule airlines.

If your travel times are flexible you can make significant savings on our great value fares. The exact airline and flight times will not be disclosed to you until after you have completed your booking, as requested by the airlines. However if you would prefer to know the airline and flight times you can choose from any of our other flight search options.

What is a Codeshare flight?
A codeshare flight is one where an airline sells tickets under its name for a flight operated by a partner airline.

For example a passenger may find, that their Continental Airlines flight to New York is in fact a flight operated by Virgin Atlantic i.e. that you are flying on a direct flight with Virgin airplane.

What is a Direct Flight?
A direct flight is normally defined either as one which operates without a change of aircraft between two points

Note that it is not necessarily non-stop, e.g. British Airways operates direct to Sydney with flights which go via Bangkok. Passengers may have to get off the plane for it to be cleaned and refuelled, and this may involve clearing immigration in the country concerned.

Getting your tickets

When will I receive my tickets?
Which delivery option did you request? Please check below for a full explanation of the delivery options we offer, and when you should expect to receive your tickets. We cannot change your method of delivery once it has been requested.

What is an electronic ticket (or e-ticket)?
Electronic tickets are stored in the airline's computer rather than printed on paper. The service is similar to the traditional paper ticket process, but eliminates the time and hassle associated with purchasing or exchanging a paper ticket.

Because your electronic ticket is held in the airlines computer, it is impossible to forget it or lose it. More importantly, your electronic ticket cannot be stolen, saving you the cost of a replacement ticket. You do not have to wait for your ticket to be delivered to you.

You collect your boarding pass when you check in. Remember to take personal identification with you (see below).

Why have I received a paper ticket rather than an e-ticket?
There could be a number of reasons why an e-ticket has not been issued:

  • Not all airlines have the facility to offer e-tickets.
  • Some airlines have restrictions on the number of flights for which they can offer e-tickets, or do not allow them to be issued for all passenger types (e.g. infants).
  • Some airlines are not able to offer e-tickets on all flights due to their own system capabilities.
  • If the itinerary includes more than one airline
  • On occasions the airline reservation system may be down or unable to issue an electronic ticket. When this occurs, a paper ticket is issued to protect your quoted fare.

Please note - a paper ticket cannot be converted to an electronic ticket once issued

What are the delivery options?

Electronic ticket - free
You will always be offered the option to have an e-ticket if it is available for your chosen flight.

Please note some airlines insist on electronic ticket if this option is available.

How do I get my electronic ticket?
When you arrive at the airline check in desk you will be required to present the following in order to get your boarding pass:

  • an official form of identification i.e. driving license or passport
  • a printout of your confirmation page or confirmation email to show to the airline
  • the credit/debit card you paid with (This only applies if you are flying with one of the following airlines: SAS, Air France)

Special Delivery (UK Residents only) - £5.00
Your travel documents will be sent by Royal Mail Special Delivery within the next 72hrs (please note Royal Mail do not guarantee next day delivery on weekends and public holidays). A signatory must be present at the address, at the time of delivery. If this is not possible your tickets will be available for you to collect at your local Royal Mail sorting office. A delivery card will be left to inform you of this, providing you with the location of the sorting office. Please take identification with you for collection.

Please note - if you select Special Delivery, it is your responsibility to be available to sign for the tickets or collect from your nearest post office depot.

The status of your delivery can be tracked by using Purchase History. Here you can obtain your Special Delivery Tracking Number, and gain access to the Royal Mail's 'Track and Trace' service which shows the progress of your order by entering your Tracking Number (you do not need to enter the dispatch date).

DHL Non UK (Residents outside UK only) - £30.00
Guaranteed delivery within 3 working days. A signatory must be at the present address, at the time of delivery. If you are not present at the first attempted delivery, DHL will make two further attempts. If they cannot deliver after this a card will be left, or you will be contacted by DHL. Please ensure a daytime phone number is given with your booking to ensure that your tickets reach you with as little delay as possible. DHL will not deliver to PO BOX addresses.

Collecting tickets at the airport - Tickets on Departure (TOD)

Please note that if you opt to collect your tickets at the airport, you should allow an extra 30 minutes to do so.

  • London Heathrow/London Gatwick airports - £5
  • All other UK airports - £20
  • All other airports - £20

This option is most often used if you have selected a last minute flight, and the airline does not offer electronic ticketing.

Non charter flight
If you have chosen to collect your ticket(s) at the airport, they will be available as follows:

(Please Note: Should you have tickets for collection outside the opening hours below, the desk will be open 2 hours prior to departure for short haul flights and 3 hours prior to departure for longhaul.)

London Heathrow:

Sky Diamond desk Opening Hours: 5am until 22.30 Daily

  • Terminal 1 and2 Departures: Please collect your tickets from the Sky Diamond desk situated in the arrivals area of Terminal 2.
  • Terminal 3 Departures: Please collect your tickets desks from the Sky Diamond Desk in Zone F.
  • Terminal 4 Departures: Please collect your tickets from the Sky Diamond Desk on the lower ground arrivals hall, next to the airport information desk.

London Gatwick

Aero Connect desk Opening Hours: 8am until 20.00 Daily

  • South Terminal Departures: Please collect your tickets from the Aero Connect Desk in Zone L.
  • North Terminal Departures: Please collect your tickets from the Aero Connect Desk in Zone B.

All other Airports

  • Please collect your tickets from the ticket desk of the airline you are flying with.

How do I get a special delivery tracking number for my flight ticket?
The status of your delivery can be tracked by using Purchase History. Here you can obtain your Special Delivery Tracking Number, and gain access to the Royal Mail's 'Track and Trace' service which shows the progress of your order by entering your Tracking Number (you do not need to enter the dispatch date).

Checking in

What time should I check in?
Please note that it is always best to check with the airline for accurate check in times.

We recommend that you check in at least 2 hours prior to departure for a short hall flight and at least 3 hours for a long haul flight. Please allow extra time if you are collecting any tickets e.g. TOD (Ticket on Departure).

Which terminal am I flying from?
Please check your confirmation email or Purchase History for full details.

Which airline am I flying with?
Please check your confirmation email or Purchase History for full details.

How do I reconfirm my flight?
We strongly recommend that you reconfirm your flights before departing. Please contact the airline directly, 72hrs prior to departure.

What is my baggage allowance?
Baggage allowances can vary by airline and destination. Here is a guide to standard allowances. To confirm allowances for your flight booked, please refer to your ticket or contact the airline you are flying with.

Cabin baggage:
You are allowed to carry one piece of hand luggage onto the plane. This must be able to fit under the seat in front of you, and have a maximum length of 56cm, 45cm width and 25cm depth and should also not weigh more than 6kg (13lbs). Click here for more info.

The following items CANNOT be carried in your hand baggage:

  • Toy or replica guns (plastic or metal)
  • Catapults
  • Household cutlery
  • Knives with blades (of any length)
  • Paper knives
  • Razor blades
  • Tradesmen's tools
  • Darts
  • Scissors (except for where both blades are round-ended or less than 3 centimeters)
  • Knitting needles
  • Sporting bats
  • Billiard, snooker, pool cues
  • Hypodermic syringes
  • Lighters (this applies when travelling to/from the USA)

If there's a medical reason that passengers need to inject themselves during the flight (e.g diabetics) they are permitted to carry syringes in the cabin. They may be asked to produce medical evidence when they check in or at the security screenings (a doctors letter will suffice). This should be kept with them at all times.

European and Worldwide flights:

  • Business - A total maximum luggage weight of 30 kg per passenger.
  • Economy - A total maximum luggage weight of 20kg per passenger.
  • Infants not occupying seats - 1 piece at 10 kg and one fully collapsible stroller.

Single pieces of baggage:

Please note, it is not possible to accept any single piece of baggage weighing more than 32kg. This is due to Health and Safety reasons. Please check the weight of your baggage before you leave home.

What do i need to bring to the airport

Your flight tickets and photo ID / your passport. A valid passport will also be required for all international flights. Please ensure you have any necessary visas you may need to travel. Please also bring a copy of your confirmation email and any flight tickets received by post.

Booking Amendments and payment enquiries

How do I transfer my ticket into another name?
It is not possible to change the name of the passenger on an airline ticket. The ticket will have to be cancelled and a new ticket will need to be issued. Cancellation penalties will apply (see below).

Please review your information carefully and make sure that the name of each passenger is entered correctly before booking any flight.

Can I use just the return portion of my ticket?
You are required to use all flight coupons in order of sequence. If you do not travel on the outbound flight and this requirement is not met the airline may cancel the ticket and any subsequent flights booked.

I have requested a refund. How long does it take to process?
Most tickets are non-changeable/non refundable.

If applicable, we will cancel your reservation upon receiving instructions using the cancellation form in Purchase History. If your ticket is refundable, we require you to send tickets by Recorded Delivery to:

Returns
PO Box 866
Crawley
RH10 1UD

Once tickets are received by us, refunds can take 6-10 weeks if we need to liaise with the airline. Please note we cannot be held responsible for non-receipt of tickets if Recorded Delivery is not used.

In other cases your refund will be with you within 7-10 working days.

My name is spelt incorrectly on my ticket
It is not possible to change the name of the passenger on an airline ticket. The ticket will have to be cancelled and a new ticket will need to be issued. Cancellation penalties will apply (see below).

When booking, please review your information carefully and make sure that the name of each passenger is entered correctly. If there is a minor error after you have placed a booking, please use the amendment form in Purchase History to alert us of the correct spelling. We will need to contact the airline to request a name change and we cannot guarantee that they will be able to make the change.

I want to change the date of travel
If changes are permitted to your booking, the airline may charge an amendment fee. In addition we will charge an administration fee of £45 per person.

In some instances the airline may not permit changes.

I want to cancel my ticket
Most low priced tickets are completely non-refundable, but in some cases airlines will charge a cancellation fee if you wish to cancel your booking. In addition we will charge an administration fee of £45 per person. For this reason we recommend that you take out adequate travel insurance.

Can I receive a refund of taxes on my non-refundable ticket?
All refunds are subject to an administration fee of £45 per person.

I have been charged incorrectly
We will need to investigate, please contact us using the available forms in Purchase History. Evidence of the charge will be required. If we need to refund - it can take 7-10 working days.

How do I change my postal address

Please make a note of order number highlighted above the contact our Customer Service area, use our online Purchase History or phone 0871 4725125

I require more information

Please make a note of order number highlighted on your confirmation email. If this page has not answered your questions and you have an emergency with an existing order, please user Purchase History view at our Customer Service area, user our online Purchase History page or phone 0871 4725125 (and if calling from overseas +44 (0) 1483 263 360).

If this page has not answered your questions and you have an emergency with an existing order, please use Purchase History to contact our customer services department for the quickest reply.

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