Important Information

These notes should be read in conjunction with our terms and conditions

Young Persons

We do accept bookings for passengers from 5 to 17 years of age travelling alone. They will all be escorted. Unaccompanied minors should be present at check-in at least 2 hours prior to departure. Parents or guardians will be asked to complete the necessary forms and assist with the check-in of the child. At check-in we will need the names, telephone numbers and home addresses of the persons bringing the child to the airport and meeting the child at his or her destination. The parent or guardian must stay at the airport until the flight has departed in case of any unforeseen delays. The unaccompanied minor will be accompanied at all times by an airline representative through security and onboard the aircraft. Upon arrival at the destination, a representative will escort the child to the person designated on the form. Photo identification must be presented by the person designated on the form in order for the unaccompanied minor to be released. In the event the airline is not able to release the child to the designated person, local authorities will be notified and all expenses (meals, hotels, administrative fees) relating to the care of the unaccompanied minor will be charged to the parent or guardian.

Passengers between the ages of 13 and 17 inclusive will be accepted for travel as Young Persons. Young Persons will be assisted to and from the aircraft by a representative.

Babies and Infants

The aircraft does not carry any baby food for infants, however, warm milk can be provided and the cabin crew can warm baby food on request.

Car seats can be used to accommodate infants on board the aircraft. However, an aircraft seat for the infant must be purchased in advance for this purpose. The airline is only permitted to carry car seats conforming to Canadian standards for this purpose. British car seats conforming to BSI standards are not acceptable. We will arrange for a car seat conforming to Canadian standards to be available provided that it is ordered well in advance. We have only a limited number and therefore this is on a first come first served basis.

Airports

London Gatwick

Toronto Lester B Pearson

Vancouver

Baggage

Maximum of 2 pieces total combined weight of 30 kgs for flights to/from Toronto between the dates of 18th May and 30th September and 20 kgs for all other dates to Toronto and other routes. Total dimensions of checked baggage (L+W+H) not to exceed 158 cm for first piece and 139 cm for the 2nd piece.

One piece of carry on luggage not exceeding 5 kgs. in weight of which dimensions should not exceed 9" X 16" X 20". Bags with built in roller blades are accepted providing the dimensions including wheels and handles are as listed above. Carry on baggage must be placed under the seat or in an overhead storage bin of the aircraft.

In all cases each bag must not exceed 30 kg to avoid repacking at airport. Excess baggage will be charged at 5 sterling in UK and $7 CAD in Canada per kg.

Valuables and cameras should be part of your carry on baggage.

Items which pose a security risk are knives, scissors, knife like objects, straight razors, ice picks or similar articles. These should therefore be stored in your checked suitcase to avoid confiscation.

Dangerous Goods Information:
Transport Canada defines Dangerous Goods as articles or substances that are capable of posing a risk to health, safety, property, or the environment when they are transported. As a general rule, passengers are not permitted to transport dangerous goods on board an aircraft in their carry-on or checked baggage. For exceptions to this rule, please visit the Transport Canada website.

For further information click here

Damaged luggage

Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is 50 per person affected, as you are assumed to have taken out adequate insurance at the time of booking (you can book this with Iglu for your convenience).

We ask you to transfer your rights to us so that we can claim back from suppliers any payments we make to you plus any legal or other costs. We will not make a profit from this. If we get back from the supplier more than we have paid you, plus these costs, we will give the extra money to you.

Check in and boarding

You need to check in 3 hours before your departure time. The check in counters will close 45 minutes before the scheduled time of departure and after this time you will be denied boarding.

If you require special assistance to board the plane, you will need to inform us in advance on 0208 544 6499. Normally we will preboard you and arrange assistance to disembark. If you use a wheel chair we can transport this free of charge. Electric Wheelchairs must have a dry or gel battery - wet cell not accepted.

Catering for special dietary requirements can normally be arranged but you need to inform us at least 48 hours in advance.

Expectant mothers are accepted for travel up until the end of their 35th week of pregnancy. Between the 36th and 38th week inclusive, expectant mothers must produce a medical certificate, issued within 24 hours prior to departure, by a physician stating that they are fit to travel by air. Expectant mothers who are past the 38th week (39 weeks and on) will not be accepted for travel.

Passengers with special needs are welcomed on board, but please advise any special requests at least 10 days before departure.

Passengers traveling with battery powered wheelchairs
Wheelchairs powered by gel or dry cell batteries will be accepted for carriage. Wet cell batteries will not be accepted for carriage under any circumstances. Passengers may use their approved battery powered wheelchair up to the door of the aircraft at which time the battery cables will be disconnected and the terminals taped. The wheelchair will be carefully loaded into a separate compartment of the aircraft. On arrival, the wheelchair will be delivered to the aircraft door

No animals are accepted with the exception of service animals and guide dogs for the physically challenged. Notification is required prior to confirming your flight.

Medical

The crew are all fully trained in the use of the medical equipment held on board. Oxygen can be provided although you will have to pay the prevailing cost, and you must advise the agent or airline at least 7 days before departure. It is not possible to carry ones own oxygen supply on the aircraft

Health
For some countries a valid certificate of vaccination against certain diseases may be recommended or required by immigration authorities. Yellow Fever and Cholera vaccinations or a course of anti-malaria tablets are recommended for certain destinations. Please consult your travel adviser. Additionally we recommend that anyone travelling overseas is immunised against Typhoid, Polio, Tetanus and country additional vaccinations may be required. We recommend that you obtain a copy of the leaflet T5 from the Department of Health

In flight

Beverages
Coffee and tea is complimentary throughout the flight. Alcoholic beverages are available at a charge. On some flights there may be a charge for bottled water and juice.

Meals
Meals are provided with menus that are appropriate for the time of day and season. Special dietary needs can be accommodated,and every effort will be made to satisfy your request. Ideally, this should be done when you book, but it can usually be arranged if we have at least 72 hours notice prior to your departure.

Entertainment
Passengers on most aircraft can relax and enjoy a variety of in-flight entertainment options including individual seat audio programming with headsets, movies, and where possible, entertainment

Audio Service
A full range of in-flight audio programming is available at the touch of a button including nine channels featuring - jazz, classical, country, comedy and much more.

Headsets
Brand-new headphones are available at a cost of 3.00 each, which are yours to keep for use on future flights. They are adaptable to your home electronic equipment by simply removing / adjusting the two-prong adapter.

Current Movies
For the pleasure of frequent flyers movies are changed monthly.

Duty Free
Duty Free will be available onboard offering tobacco and alcholic drinks as well as an assortment of other goods.

Customs and Immigration

Please find the following links to assist you in obtaining the necessary information for Customs and Immigration.

Visiting Canada

	Immigration
	Goods Customs Declaration Card

Returning to Canada

	Immigration
	Goods Customs Declaration Card

Visiting UK

	Immigration
	Goods

Returning To UK

	Immigration
	Goods

Visiting US

	Immigration
	Goods

Returning US

	Immigration
	Goods

Customer Service

We value our customers' opinions and welcome your feedback. Please write to us, providing as much information as you can, concerning any aspect of the booking process and the fulfilment of the service so that our Customer Service staff can make a full investigation. We will reply to you in a timely manner and within 28 days at the latest. Useful information to include would be names of passengers, your address, telephone contact number and email address. We also need your flight number(s), date(s) of travel, and flight routing (to/from).

Thank you for taking the time to contact us. As we review each submission thoroughly before replying we ask for your patience while awaiting a response.