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Looking after you at the airport…

Your wellbeing is top priority, so expect to see some new measures to keep you safe and sound.

FAQs for at the airport

Do I have to wear a face mask in the airport?

Depending on where you’re travelling to and from, you’ll need to wear a face mask for at least some of your journey. We’ve created our Face Mask Policy so everyone knows exactly what’s expected while travelling with us. Please read it carefully before you travel, as different rules apply to different parts of the UK and overseas.

What if I’m exempt from wearing a mask?

As part of our face mask policy, if you are unable to wear a mask, you must let us know in advance in order to be allowed to travel. Before you go, please provide proof of your exemption to our Special Assistance team on 0800 408 5591, so that we can authorise your travel. We’ll ask you for specific medical evidence to confirm this, as we don’t accept downloaded exemption cards or lanyards as proof of exemption.

Rules around those that can’t wear masks may vary abroad too. For destination specific information including transfers, hotels and resorts, check the local guidance in the country you’re visiting on the FCDO website.

Do children need to wear a mask?

This all depends on their age and where they’re travelling to and from. Please read our Face Mask Policy for more information.

What time do I have to arrive at check-in?

It’s a good idea to arrive a little earlier than usual in case there are extra safety measures in place as you enter the airport. Take a look at the latest information on your departure airport’s website before you set off.

What safety checks will there be at the airport?

It depends which airport you’re flying from, so it’s worth familiarising yourself with what to expect by checking your departure airport’s website before you travel. Some airports might have things like temperature scanning in place.

Can I take my hand luggage onboard?

Yes, you can still take your usual 10kg hand luggage onboard. But we can check your hand luggage into the hold for free if you like – that way we’ll keep things as contact-free as possible on the plane. As our Cabin Crew will be giving you as much space as possible, if you take your hand luggage onboard, they won’t be able to help you put it in the overhead lockers for now.

What social distancing measures will there be at check-in?

There’ll be clear signage showing you where to keep your distance from others when queuing. At the check-in desks, we’ve also fitted protective screens for your safety. And our friendly team will still be around to help, but they’ll give you plenty of space to keep you safe.

What social distancing measures will there be at security?

It depends which airport you’re flying from, so it’s worth familiarising yourself with what to expect by checking your departure airport’s website before you travel. But expect to see things like changes to the way you queue or going through security checks in smaller groups.

Will airport facilities be open?

Most of the airport’s usual facilities should be open, but it’s best to check your departure airport’s website for the latest updates on exactly what’s what. Don’t worry if they’re not open though, we’re still offering our famous onboard service where we’ll serve you at your seat – you can treat yourself to our tasty menu and tax-free treats onboard.

Can I still take my pushchair to the plane?

Yes, you can take your child’s collapsible pushchair to the steps of the plane where our team will put it into the hold as normal. Remember, it must weigh less than 10kg.

How do you handle boarding and leaving the plane?

You’ll board the plane in smaller groups to reduce close contact with other people as possible. That means rather than queueing, you can sit back and relax until your group is called up. At the boarding gate, everyone will have to show their own passport and boarding pass. You’ll also need to lift your face mask so we can check it’s you and then you’ll scan your own pass to keep things touch-free. To help give everyone a bit of space when getting off the plane, you’ll leave row by row. You must stay seated with your face mask on until we ask your row to stand up and leave.

Are there any other health checks I need to be aware of?

From time to time, the health authorities of any country may choose to carry out random medical screening of arriving or departing passengers, which can include COVID-19 testing. Although this is rare, any extra checks could just include individuals, or occasionally a full flight. These instances are random and can happen to any customer, on any airline and in any country. As long as you’ve completed all the standard entry procedures for the country you’re arriving into and follow the advice of the local health authorities, you shouldn’t experience any problems if this happens to you. And these checks will be done as quickly as possible. It’s worth checking here before you travel, just in case we have any up-to-date information around this that we can share.

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