en +201228338800 | +201228338808 Info@ananastours.com
+201228338800 | +201228338808 Info@ananastours.com

Customer & Support

At the airport
On Board your flight
Check-In
Baggage
Seating
On-Board Entertainment
Flight Delays

How do i check the status of my flight?

We don’t have tool to track each flight for customers, however we keep all details of our flights.
You can contact the airline directly.

or you can chat with one of our travel agents online to assist you with information.

How do i do check-in for my flight?

Option 1: Visit the check-in Desk at the airport you are traveling from, the check-in opens 3 hours before the flight and closes 45 minutes before departure. please don’t be late and always consider traffic jams and tight security procedures at airports.

Option 2: Online check-in opens 24 hours before your flight departure time and closes two hours before. It means you can get your boarding pass in advance and make your way through the airport that little bit quicker. Please visit the airline page to Check-in online

You can print or download your boarding pass to your mobile device and show it when you’re at the airport.

  • Check in from 24 hours before your flight departs and closes two hours before.
  • You can print, download or email your boarding pass.
  • If you lose or forget your boarding pass, don’t worry – just ask at check-in desk

If you’re travelling in a group of more than nine people, please go to a check-in desk at the airport.

Do i need to go 3 hours before flight departure ?

Tighter border checks at EU airports have been in place since April, so we’re used to dealing with the slightly longer time it takes for customers to come through the border when they arrive in destination and when they leave. We aren’t seeing any impact as we enter the peak holiday season and we don’t expect the situation to change.

On the way home we always make sure our transfers arrive in good time at the airport so everyone can get through and onto the plane as smoothly as possible, and we recommend that our independent travelers allow extra time for their journey too.


What's the difference between direct and non-direct flight ?

A direct flight may touch down en-route for re-fueling, or to pick up and/or drop off passengers.
 
In these instances you’re not normally required to disembark and the flight is still considered to be a direct flight.
 
A non-direct flight may require a change of aircraft en-route while a non-stop flight will take you directly to your final destination airport without stopping.
 
On occasions we may have to amend the operating route for operational reasons, including a touchdown. You will be notified to you as soon as possible and, at the latest, at check in or at the boarding gate.
 
If you are travelling to the United States, you will be required to disembark your aircraft, collect your baggage and pass through US Immigration and Customs at your first point of entry into the USA.
 
e..g If you are flying from Manchester to Orlando via Atlanta, you will clear immigration and customs in Atlanta.

How do i request special assistance ?

If you have any disability, medical need or if you have difficulty moving around you’ll find the information you need for a smooth journey here.

To take full advantage of the free assistance that is available, you need to pre-book no less than 48 hours before your departure. If you advise us within 48 hours we will do our best to arrange assistance where possible.

If you are within 14 days of your departure date,
please call our Customer service on +201225400254 (check with your service provider for any additional charges) to add your assistance. Outside of 14 days please click the link below.

Click to open our Special Request form

Can i take my wheelchair on holiday & flight ?

Yes, we’ll accept electric or battery-powered wheelchairs on board. 

This is subject to the general conditions for their carriage, as outlined in the IATA Dangerous Goods Regulations. These regulations need to be met and notification and approval has to be obtained from pre-flight services.

It is important that the chair can be easily stowed and secured in an upright position in the aircraft hold during the flight, as the batteries will remain attached to the chair.

For the flight, please ensure that batteries are disconnected and terminals insulated.


Electronic devices on board

Airlines permit the use of electronic devices, items should not be used during take-off and landing phases whilst the seat-belt signs are illuminated.

Items in this category are: laptop computers, Tablets (Ipads etc), E-Readers, personal organizers, CD players, hand-held TV’s, radio receivers, tape recorders, dictating machines, camcorders, and mp3 players (such as I-Pods).

Any item with a transmeting device must be switched to flight safe mode or remain off for the duration of the flight.

Please consult a member of the cabin crew if you are unsure.


What can i take on flight for my baby ?

You are able take baby food on board if you are travelling with a small child or an infant. Normal restrictions apply if you are carrying baby food and you are not travelling with a small child or an infant.

You can take baby food, baby milk (powder form as well) and sterilised water in your cabin baggage. This includes: soya milk for babies, sterilized water (which must be in a clear baby bottle), formula, breast milk or cows milk (specifically for babies) and baby food. In the case of milk or sterilised water for babies, the restriction of 100ml per container does not apply, provided that the total amount is no more than 1 litre.


What does my flight include ?

It’s up to airlines rules what a passenger is actually allowed on flight. due to the use of charter holiday flights. usually you will be allowed. 

  • 1 Piece of luggage Weight 20 KGs
  • Pets (Maybe) allowed on specific airline at additional cost. PS. Some airline don’t support
  • Sports equipment are allowed at additional cost.
  • alcoholic drinks from duty free are allowed by limited amount per person.
  • Drugs are prohibited by all means.
  • Medical devices are allowed by default as long as it doesn’t contain any Dangerous goods materials. 


How do i check the status of my flight?

We don’t have tool to track each flight for customers, however we keep all details of our flights.
You can contact the airline directly.

or you can chat with one of our travel agents online to assist you with information.


How do i do check-in for my flight?

Option 1: Visit the check-in Desk at the airport you are traveling from, the check-in opens 3 hours before the flight and closes 45 minutes before departure. please don’t be late and always consider traffic jams and tight security procedures at airports.

Option 2: Online check-in opens 24 hours before your flight departure time and closes two hours before. It means you can get your boarding pass in advance and make your way through the airport that little bit quicker. Please visit the airline page to Check-in online

You can print or download your boarding pass to your mobile device and show it when you’re at the airport.

  • Check in from 24 hours before your flight departs and closes two hours before.
  • You can print, download or email your boarding pass.
  • If you lose or forget your boarding pass, don’t worry – just ask at check-in desk

If you’re travelling in a group of more than nine people, please go to a check-in desk at the airport.


How do i find my booking reference

How to find your booking reference number:

If you’ve booked a package holiday online,  you’ll find your 8 digit Booking Reference at the top of your confirmation email (see below image). 

  • Booked in a store or over the phone? find the “Booking Reference” inside your Holiday Details PDF document
  • Flight or Hotels Only Bookings ? ind the “Booking Reference” at the Email sent to you.


What documents i need to check-in

You don’t need to show printed copies of your documents to check in for your flight, just a valid passport for each customer traveling. 

We do recommend that you take a copy of your latest travel document with you (either electronically or printed) as these can help to reconfirm what you’ve booked.


Do i need to submit my API ?

Some airlines collect API online, However we recommend that you submit your details to us while booking.  you can provide your Advance Passenger Information (API) before you travel.

You’ll need to log in Add your API online

If you’re travelling on an Identity Card, your API cannot be completed online and will be collected at check-in.


Baggage labels and baggage claims

When you do check-in at airport you will receive a Baggage label for each checked-in bag. in case of online check-in, you should visit the check in at the terminal for drop-in baggage and receive your label.

-What happens if my bag didn’t arrive to destination ? 
If you couldn’t find your bag at the airport of arrival you should immediately report to our tour rep or airline rep at the airport and file a report for baggage lose, mostly the baggage will be delivered on next day or next flight 


What happens if i'm late for check-in

If you check-in late the airline is entitled to refuse you boarding the flight.

Our customers who are refused travel will be responsible for arranging alternative transportation at their own expense.

If you’ve missed your Holiday flight please contact us at +201225400254


 


What's my baggage allowance ?

We tailor-make holidays at Ananas Tours so they’re 100% suited to each customer, that means baggage can vary from 0kg up to 45kg included per person. 

Your exact baggage allowance is listed in your travel documents and we’ve added the below as a guide for you.

Checked-in luggage:

You’re entitled to a 20kg standard luggage allowance on our package holidays. Some of our holidays come with a bigger allowance of up to 32kg – please see below table.

Standard Package: 20kgs Included
Signature Holidays: 20kgs Included
Long Haul: 20kgs Included
Long Haul USA: 23kgs Included
Premium Class: 25kgs Included †
Premium Class USA: 32kgs Included *
Flight Only: 0kgs (baggage can purchased as an extra)
Hand Baggage: 8kgs
Premium Class Hand Baggage: 10kgs
Infant Baggage: 10kgs

If you’d like to increase your baggage allowance on a , you can upgrade your luggage online within My Account or you can call us.

If our hand luggage was 6kg when you booked, the new allowance will apply and you’ll now be able to take 8kg.  

Hand Luggage:

All our customers flying with Ananas Tours will receive a hand baggage allowance of up to 8kgs (10kgs for Premium Class customers). You can take one piece of hand baggage up to 55cm x 40cm x 20cm in size and children can take Trunki’s. 

* Premium class customers flying to the USA – If you booked your holiday on or before the 28 Nov 2015 you’ll receive a total 46kgs luggage allowance per person (2 x 23kgs split over two cases). If you book on or after the 29 Nov 2015 you’ll get a total 32kgs included per person.

† Premium class customers (non USA flights) – If you booked your holiday on or before the 28 Nov 2015 you’ll receive a total 30kgs luggage allowance per person. If you booked your holiday on or after the 29 Nov 2015 you’ll get a total 25kgs included per person.


What's Priority baggage ?

Priority Package

If you choose our Priority Package you’ll be able to save time on queuing at the airport by checking-in at our Premium Class or dedicated Priority desks. You can then fly through the security checks by using the Priority Lane at participating airports plus be one of the first to board the aircraft once you get to the gate. When you get to your destination airport your baggage will be amongst the first on the carousel at baggage claim, leaving you to head off to your hotel.

All this is available from just £10 per person and is available to book up to 24 hours before departure.


Can i increase my baggage allowance ?

Yes you can, you can either book it at the extra services while booking your holiday. 
or you can send us a message with request to increase the baggage, we will do it and bill you the amount.
other way you would have to go to airline website yourself and use your flight PNR / Booking reference to retrieve your booking and add extra baggage allowance yourself.


What items are allowed in baggage

The following dangerous articles are not permitted in cabin or hold baggage on flights:

 

Gas Cylinders
Deeply refrigerated flammable, non-flammable, and poisonous gases such as butane, oxygen, propane, and aqualung cylinders. Includes butane gas (e.g. for use with heated hair appliances) camping gas, and chef’s blow torches. This does NOT include Diving Cylinders.
 
Flammable Liquids And Solids
Such as lighter or heater fuels, paint, and matches (except one box of matches or one cigarette lighter as provided below). Cigarette lighters are not permitted on any flights to the USA.
 
Poisons
Such as insecticides, weed killers, arsenic, and cyanide.
 
Radioactive Material, Oxidising Materials And Organic Peroxides
Such as bleaches and fibreglass repair kits.
 
Firearms And Explosives
Handguns, automatic weapons, munitions, ammunitions including blank cartridges, pistol caps, fireworks, flares, smoke canisters and crackers. Note: As an exception, sporting guns and ammunition up to a maximum of 5 kgs may be carried in hold baggage. They will be subject to inspection at check in: documentation, licenses will be checked. Pre-booking is required, contact ourTeam for details.
 
Hypodermic Needles
Unless supported by medical evidence.
 
Infectious Substances
Such as bacteria and viruses.
 
Corrosives
Such as mercury, acids, alkalis, and wet-cell batteries.
 
 
 
Electronic Items when travelling to Cuba
Certain electronic items are prohibited from being taken into Cuba and may be confiscated and not returned if found in your possession or baggage. For further information, please refer to the Cuban Embassy.
 
 

You must not include in checked baggage fragile or perishable items, money, jewellery, precious metals, silverware, computers, electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples.


What do i do if my baggage is damaged or missing ?

If any baggage should go missing, we’ll make every effort to recover the missing item as quickly as possible, as we know how important this is to you. Please inform our handling agent in the arrivals hall if you have lost or damaged baggage. Your baggage will be returned to you as soon as possible, at a time of your convenience.

In the event that you discover any damage to your baggage or its contents, you are required to report the damage to our local representatives within the airport. This must be done before leaving the terminal building. The staff will complete a Property Irregularity Report (PIR) and will be given a letter to advise what happens next.

For any updates on missing/lost baggage (once it has been reported) please contact us.

Customers must also:

  • Notify their holiday or travel company (if separately insured) particularly if the loss is likely to exceed £250 or includes money, Jewelry, and valuable items such as cameras or video equipment.
  • Notify any other insurer who may be providing cover for valuables (e.g. householder ‘all risk’ policy and credit card protection).
  • Retain all tickets, baggage tags or receipts to support any claim.

Once missing baggage has been reported to the handling agent at the airport, Home or overseas, tracing action will begin immediately. They will also do their best to advise customers when baggage is located and confirm delivery arrangements.

Can i take baby Buggy with me ?

Yes you can.

Your buggy can be taken right up to the aircraft, where it will be taken by cabin crew and stored in the hold.  Once you arrive at your destination, you can collect your buggy with your luggage on the carousel.


 


Do i have to pay for pre-booked seats

If you do online check-in, your seats will be pre-selected automatically. 
if you prefer a special seat with extra-leg room, you will have to pay extra charges depending on airline exit seat policy. 
At the airport when you do check-in, the agent should allocate seats for you together, Please note that specific conditions require to be seated away from emergency exits. 

If you wish to upgrade your seat at the airport, you can ask at the check-in desk directly to upgrade your seats, and the airline will charge you directly for the upgrade.


How much it cost to select special seats ?

The price of your seats will vary slightly depending on your route, and whether or not seats are already included in the package you’ve chosen.

  • If the Choose Seats extra is included in your holiday package, you’ll only need to pay extra if you upgrade your seats.
  • If Choose Seats is not already included in your total holiday price, you’ll see a ‘from’ price, each way, for the whole party in our seat map.


Do i need to pre-book the seats to guarantee my family sitting together ?

No it’s not 100% necessary to do that, just simple ask at check-in agent. 
Note: we recommend to be there early to avoid last seats selection.


Seat-belt extension

Seat belt extensions are available on our flights.

There is no need to contact us prior to departure as the cabin crew will supply these if asked.



Will there be charges for entertainment on board ?

Overhead entertainment is free of charge, but you will need a two-pin headset to listen.  These can be purchased on board from the Cabin Crew.  


Is there internet access on board ?

Usually No, the mobile entertainment acts like a server, allowing you watch, listen or play pre-loaded content by us.  There is no access to the internet on board.

However some Airline provide on-board internet luxury, it depends on aircraft type and airline policy.


Can i charge my device on-board ?

We advise that you fully charge your device before boarding your flight.  You can also take a portable charger – available from multiple retailers – on board with you.  Please do remember that many portable chargers do not come fully charged when purchased.

 


Can i claim compensation if my flight delays ?

If your flight has been heavily delayed, or cancelled, or you have been denied boarding on a flight due to overbooking you may be entitled compensation according to EC-Regulation 261/2004, which came into force on 17 February 2005.

 

This regulation applies:

  • To passengers departing from an EC airport or from an airport located in a third country with an EC airline to an airport into an EC country, unless they received benefits or compensation and were given assistance in that third country,
  • Only if you have a confirmed reservation on the flight concerned,
  • Only if you (except in the case of cancellation) present yourself for check-in as stipulated and at the time indicated in advance and in writing by the airline or if no time was indicated not later than 45 minutes before the published departure time,
  • Only if you travel at a fare available directly to the public.

You are not entitled to compensation according to the EC- Regulation if the incident is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, e.g. bad weather conditions, political instability, strike, security risks, unexpected flight safety shortcomings. You are not entitled to compensations of any kind if you have been excluded from a flight due to justifiable reasons, e.g. in connection with your health, common or operational security or inadequate travel documents.

 

Advice for customers considering using a claims company or other lawyers to apply for flight delay compensation

Most claims companies charge their clients a percentage of any compensation payment received; this is likely to be up to 30%.  We encourage our customers to make their claim directly to us using our online claim form. All claims we receive are dealt with in the order in which they are received; claims made via claims companies are not given priority over claims made directly by customers. By claiming directly with us, where compensation is due, you will receive the full amount rather than a reduced amount which you will receive if you claim via a claims company.

 

Delays

Delays according to EC Regulation 261/04 apply if a flight is expected to arrive beyond the scheduled time of arrival by more than:-

  • 4 hours in case of flights of 3.500 kilometres,
  • 3 hours in case of all intra-Community flights of more than 1.500 kilometres and of all other flights between 1.500 and 3.500 kilometres
  • 2 hours for flights of 1.500 kilometres or less.

If your flight is impacted by such a delay you have the right to assistance:-

  • Meals and refreshment in a reasonable relation to the waiting time,
  • Hotel accommodation where appropriate combined with potential transfer
  • Two short telephone calls, telex or fax messages, or e-mails

Assistance may not be provided if there is a risk the departure will be delayed further.

In case of a delay of more than five hours you have the right to cancel the flight and the right to reimbursement of the full cost of the ticket, or for parts of the journey not made, according to article 8 paragraph 1 (a) of EC-Regulation 261/2004 respectively.

You will be required to prove that the flight is no longer serving any purpose in relation to the original travel plan. We would point out that any such cancellations and refunds only relate to the flight element of a pre-paid package. For package travel, the conditions of EC Directive 90/314 apply.

 

Long Delays

In case of an arrival delay of more than three hours, you have the right to be compensated in accordance with the jurisdiction of the European Court of Justice C-581/10 and C-629/1, in the form of cash, cheque, electronic bank transfer or in travel vouchers, with your agreement. The amount of the payment is determined by the distance of the planned flight route and on the alternative flight offered.

  • Flights of 1.500 kilometres or less, the compensation amount is €250.
  • Flights between 1.500 and 3.500 kilometres, the compensation amount is €400.
  • Flights of more than 3.500 kilometres, the compensation amount is €600.

Compensation will not be payable in the event that the delay is caused by extraordinary circumstances.

For flights of more than 3.500 kilometres and with an arrival delay of more than 3 hours, but no later than 4 hours after the scheduled arrival time of the originally booked flight, the compensation entitlement listed above will be reduced by 50%.

 

Denied Boarding

If the carrier submits an offer to you to voluntary withdraw from your flight, or boarding is denied to you on the booked flight against your will, you have the right to compensation and assistance in accordance with that provided for ‘Delays’. Furthermore a choice of alternative transport to your final destination will be offered or a refund within 7 days of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger’s original travel plan, together with, when relevant. The re-routing will take place at the earliest opportunity and under comparable transport conditions. Subject to availability of seats the re-routing to your final destination may take place at a later date at your convenience. In this case you would have to bear the cost of accommodation, meals and transfer.

In the event that you have been involuntary denied boarding to a flight, you have additional rights to compensation in the form of cash, cheque, electronic bank transfer, or vouchers with your agreement. The amount of compensation depends on the distance of the planned flight route and on the alternative flight offered. The compensation amounts to:-

  • €250 for all flights of 1.500 kilometres or less
  • €400 for all intra-Community flights of more than 1.500 kilometres
  • all other flights between 1.500 and 3.500 kilometres
  • €600 for flights of more than 3.500 kilometres.

If you get offered an alternative flight and the arrival time does not exceed the scheduled arrival time of the flight originally booked by two hours, in respect of all flights of 1.500 kilometres or less; or by three hours, in respect of all intra-Community flights of more than 1.500 kilometres and for all other flights between 1.500 and 3500 kilometres; or by four hours, in respect of all flights over 3.500 kilometres, the compensation will be reduced by 50%, i.e. €125, €200 or €300.

 

Cancellation

In the event of cancellation of a flight for which you hold a confirmed reservation, you will be offered alternative transport and have the same rights – beside the alternative transportation – to assistance, reimbursement and compensation, as per Denied Boarding.

If the cancellation is caused by extraordinary circumstances you do not have the right to compensation. Also no compensation will be payable if you were informed of the cancellation

  • at least two weeks before the scheduled time of departure
  • between two weeks and seven days before the scheduled time of departure and the offered re-routing departs no more than two hours before the scheduled time of departure and reaches the final destination less than four hours after the scheduled time of arrival
  • less than seven days before the scheduled time of departure and the offered re-routing departs no more than one hour before the scheduled time of departure and reaches the final destination less than two hours after the scheduled time of arrival

In the event that you wish to make a claim, please contact our Customer Relations department on www.ananastours.com/compaint

In accordance with the EC-Regulation please find below contact details of the National Body responsible for the enforcement of the passenger rights.


How do i submit Flight Delay Complaint ?

To submit your claim for a recent flight delay, please click here