Experts in Australia, New Zealand & South Pacific

Flying information

Check-in and boarding

Check-in

It is always best to check-in early. It is recommended that you check-in at least three hours before departure. Most airlines now offer on-line check-in so visit your individual airline website for details. Timings shown are local times based on the 24-hour system and may change during certain periods according to the individual country's daylight saving time policy. Remember that flight timings on this web site are for guidance only and are subject to change. Actual flight details will be shown on your flight tickets. It is important to check your flight details and times on receiving your tickets.

Meal requests

A meal or snack will be served on most scheduled flights. If you require a vegetarian, kosher or other special dietary meal, please advise us at the time of reservation. Please note however that meal requests cannot be guaranteed. It is forbidden to consume your own alcohol on board your scheduled flight.

Frequent flyers

If you have a frequent flyer card please contact our after-sales team and they will add the detail to your booking. Please be advised that we are unable to exchange frequent flyer points / miles for flights at Austravel. In addition please be advised that not all flight classes are eligible for accumulating frequent flyer points / miles.

Special assistance

Pregnancy

If you are pregnant you should check with your doctor that it is safe for you to travel. If you are more than 28 weeks pregnant at the time of your return scheduled flight, airlines insist on a medical certificate stating you are fit to fly. If you are more than 34 weeks at the time of your return scheduled flight, they may refuse to let you fly. Please check your travel insurance policy for any restrictions that apply to travelling whilst pregnant.

Carriage of special items

Please tell us when you book if you want to carry other items such as wheelchairs, windsurfers, bicycles or golf clubs so that we can ask the airline. Carriage of these items (except wheelchairs and pushchairs) cannot be guaranteed and may be subject to a charge at check in.

Wheelchair users

Most airlines offer wheelchair carriage, which is not considered part of your luggage allowance. Your wheelchair will be carried in the hold of the aircraft and can be collected at the luggage reclaim area. We ask that you contact our travel centre at the time of booking to notify us that you will require wheelchair carriage and assistance or you can contact the airline directly.

Please let us know before you book if you require assistance getting on and off the aircraft. We will be happy to arrange this wherever possible. When you pre-book this we will require proof of need such as your registered disabled number or a letter from your doctor.

As your wheelchair must be checked in with the rest of your luggage after you reach the gate, we strongly recommend that you purchase adequate insurance for it before travelling.

Travelling with children and infants

Each carrier has its own restrictions with respect to children, and the various age limits. However, subject to availability and any other restrictions imposed children are usually defined as those aged between 2-11 years on the date of their return scheduled flight. A letter of Parental Consent is required by US immigration if you are taking a child who is not a member of your family into America. Please see full details online or ask us at the time of booking.

Carriage of infants

Children under 2 years of age on the return journey will be considered Infants. The minimum age limit for infants on all scheduled flights is two weeks of age on the date of departure. Infants will not be charged Air Passenger Duty or Airport Taxes (unless you are purchasing a seat for your infant). Other taxes may apply.

Airlines impose different rules for the carriage of infants so it is advised to check with your airline before travel.

Most airlines allow infants to travel on an adult’s lap or in their own seat (which would be purchased at the same price as for a child). Each infant must be accompanied by an adult.

Most airlines insist that infants are secured with an infant lap-strap (which loops around the adult’s seat belt) during the scheduled flight. However, some airlines do not make lap-straps available. This is most common for American and German carriers.

Infants can travel in their own seats, with or without a car seat. The Civil Aviation Authority has accepted certain types of car seat for use on British registered airlines for children aged from 6 months up to 3 years. The child/infant would require his/her own aircraft seat and would be charged at the appropriate child price quoted to you. The carriage of car seats is at the sole discretion of the airline.

Infants and children travelling in their own seat, but not in a car seat, can use the standard adult seat belt or you can supply an appropriate Child Restraint System (CRS).

Minimum age and unaccompanied minors

You need to tell us if the person for whom a scheduled flight has been booked is under the age of 18 years on the day of departure and travelling unaccompanied - call us on 0808 159 6879 for further information. Some carriers do not accept unaccompanied minors or impose minimum ages, special conditions or charges.

Disruptive passengers

The Captain of an aircraft has absolute authority over the aircraft and passengers at all times when they are boarding or on board. Under relevant legislation and under the carrier's own conditions of carriage, he/she may prevent you from travelling where, for example, it is considered that you are unfit to travel or that you may pose a danger to or threaten the good order of the aircraft and/or other passengers. Such refusal may arise, for instance, where you are found to be drunk before or after boarding, smoking on board or using threatening, abusive or insulting words or behaviour to a member of the crew. In these circumstances, we and/or the carrier may, in its or their reasonable discretion, terminate your scheduled flight and will not be liable to you for completing your scheduled flight.

Further, neither we, nor the carrier will hesitate to report the offender to the relevant authorities. You should also be aware that misconduct on an aircraft constitutes a serious criminal offence for which you will be liable to prosecution. In the above circumstances neither we nor the carrier will be liable for any refund, compensation or any other costs you may have to pay. Further, if in the Captain's opinion you or a member of your party’s behaviour requires the aircraft to be diverted, we and/or the carrier may claim against you for all additional costs incurred as a result of the diversion.

Flight delays and compensation

Depending on the circumstances, European law requires airlines to provide refreshments to passengers whose flights are cancelled at short notice, who are denied boarding or who are subjected to long delays with assistance. If appropriate they will also offer accommodation.

In addition, in certain circumstances, passengers who are denied boarding or whose flights are cancelled may additionally be entitled to financial compensation.

Contact your specific airline or the Air Users Council (www.auc.org.uk) if you would like to query if compensation is due to you.

Luggage regulations

Excess luggage: Airlines are increasingly enforcing stricter controls over excess luggage. You should be aware that if you exceed the luggage allowance stated on your ticket then you may have to pay an excess luggage charge at check in. This charge may be as much as 1% per kilogram over your allowance of the premium fare charged by that airline.

Heightened security: Please be aware that due to heightened security guidelines, the security checks carried out by US Customs for both entry into and exit from the USA have in some instances led to the forcible opening of locked luggage by custom officials.

Carriage of butane lighters: The carriage of Butane lighters on board any aircraft operating to or from the USA is prohibited. This means that you cannot carry either on your person, or packed in your luggage, any butane lighter or any other form of lighter. Failure to comply with this requirement may result in you and other members of your party being denied boarding.

Luggage information

As many airlines operate different policies regarding hold baggage and depart from different terminals, we have provided the information below as a guide. Should you wish to enquire about opportunities to upgrade your flight in any way, please do not hesitate to contact our Customer Service Team.

Unless otherwise stated on your itinerary, your flight will consist of the following baggage allowance and will depart from the terminal as detailed below:

Air New Zealand (prefix NZ)

Baggage information

For international travel:

  • 1 piece not exceeding 23kg per piece luggage allowance in Economy
  • 2 pieces not exceeding 23kg per piece luggage allowance in Premium Economy
  • 3 pieces not exceeding 23kg per piece luggage allowance in Business Class

For domestic travel:

  • 1 piece not exceeding 23kgs per piece luggage allowance in Smart Saver
  • 2 pieces not exceeding 23kg per piece luggage allowance in Flexi Plus
Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 2

British Airways (prefix BA)

Baggage information

  • 1 piece not exceeding 23kg luggage allowance in World Traveller
  • 2 pieces not exceeding 23kg per piece luggage allowance in World Traveller Plus
  • 3 pieces not exceeding 32kg per piece luggage allowance in Club World and FIRST

Departure terminal information

Destinations in Bangkok, Singapore and Australia:

  • Depart from London Heathrow Terminal 3

All other destinations from London Heathrow:

  • Depart from London Heathrow Terminal 5

All destinations from London Gatwick:

  • Depart from the North Terminal

Cathay Pacific (prefix CX)

Baggage information

All destinations:

  • 30kg luggage allowance in Economy
  • 35kg luggage allowance in Premium Economy
  • 40kg luggage allowance in Business Class
  • 50kg luggage allowance in First Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 3

Emirates (prefix EK)

Baggage information

All destinations:

  • 30kg luggage allowance in Economy
  • 40kg luggage allowance in Business Class
  • 50kg luggage allowance in First Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 3

All destinations:

  • Depart from London Gatwick North Terminal

All destinations:

  • Depart from Manchester Terminal 1

All destinations:

  • If you are departing from Birmingham, Newcastle, Glasgow and Edinburgh you will be departing from the main terminal.

Etihad Airways (prefix EY)

Baggage information

All destinations:

  • 1 piece not exceeding 23kg luggage allowance in Coral Economy Class (occasionally 2 pieces of 23kg luggage allowance dependant on route and fare)
  • 2 pieces not exceeding 23kg per piece luggage allowance in Pearl Business Class
  • 2 pieces not exceeding 23kg per piece luggage allowance in Diamond First Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 4

All destinations:

  • Depart from Manchester Terminal 1

Malaysia Airlines (prefix MH)

Baggage information

All destinations:

  • 30kg luggage allowance in Economy
  • 40kg luggage allowance in Business Class
  • 50kg luggage allowance in First Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 4

Qantas (prefix QF)

Baggage information

All international flights:

  • 30kg luggage allowance in Economy
  • 40kg luggage allowance in Premium Economy and Business Class
  • 50kg luggage allowance in First Class

For domestic flights:

  • 1 piece not exceeding 23kg luggage allowance in Economy
  • 2 pieces not exceeding 32kg per piece luggage allowance in Business Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 3

Singapore Airlines (prefix SQ)

Baggage information

All destinations:

  • 30kg luggage allowance in Economy
  • 40kg luggage allowance in Business Class
  • 50kg luggage allowance in First Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 2

All destinations:

  • Depart from Manchester Terminal 2

Thai Airways (prefix TG)

Baggage information

All destinations:

  • 30kg luggage allowance in Economy
  • 40kg luggage allowance in Royal Silk Class
  • 50kg luggage allowance in Royal First Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 2

Virgin Atlantic (prefix VS)

Baggage information

All destinations:

  • 1 piece not exceeding 23kg per piece luggage allowance in Economy
  • 2 pieces not exceeding 23kg per piece luggage allowance in Premium Economy
  • 3 pieces not exceeding 32kg per piece luggage allowance in Upper Class

Departure terminal information

All destinations:

  • Depart from London Heathrow Terminal 3

All destinations:

  • Depart from Gatwick South Terminal

All destinations:

  • Depart from Manchester Terminal 2

Virgin Australia (prefix VA)

Baggage information

All destinations:

  • 1 piece not exceeding 23kg per piece luggage allowance in Flexi Class
  • 2 pieces not exceeding 32kg per piece luggage allowance in Business Class

All other airlines (guide only)

All destinations:

  • 23kg luggage allowance in Economy
  • 23kg luggage allowance in Premium Economy
  • 30kg luggage allowance in Business Class

For other carriers not mentioned above regarding luggage allowance information, please contact our Customer Service Team.

Some airlines offer a greater allowance than the average on certain routes. The total allowance on some local flights using light aircraft may be restricted. Carriage of excess baggage is at the airline's discretion and often only on payment of an appropriate fee.

Airport and airlines' policies may change without notice for security or commercial reasons. This information is therefore a guide only and is subject to change without notice.

Montreal convention

Officially known as the Convention for the Unification of Certain Rules for International Carriage by Air (1999), the Montreal Convention governs all air carriers and imposes limits on liability with regard to accidents, damages, delays or loss of property.

Air carrier liability for passengers and their luggage

This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.

Compensation in the case of death or injury

There are no financial limits to the liability for passenger injury or death. For damages up to approximately £80,000, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.

Advance payments

If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than approximately £13,000.

Passenger delays

In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to approximately £3,300.

Luggage delays

In case of luggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for luggage delay is limited to approximately £800.

Destruction, loss or damage to luggage

The air carrier is liable for destruction, loss or damage to luggage up to approximately £800. In the case of checked luggage, it is liable even if not at fault, unless the luggage is deemed to be defective. In the case of unchecked luggage, the carrier is liable only if at fault.

Higher limits for luggage

A passenger can benefit from a higher liability limit by making a special declaration at check-in and by paying a supplementary fee.

Complaints on luggage

If the luggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked luggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the luggage was placed at the passenger's disposal.

Liability of contracting and actual carriers

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.

Time limit for action

Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.

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