Customer Service Plan

Eurowings Customer Service Plan Preamble

It is Eurowings’ aim to make every flight a safe and pleasant experience and further enhance customer comfort on the ground and in the air.

The Eurowings Customer Service Plan is another step to reach this goal. It has been developed in accordance with Department of Transportation (the “DOT”) regulations for the departure or arrival of international flights at covered U.S. airports.

Eurowings’ Customer Service Plan reflects our commitment to treat our customers in a fair, courteous and prompt manner and to provide them with clear information about what they can expect us to do, particularly during occasional, irregular operations. In addition this plan will allow us to act promptly when we fail to meet our customer’s expectations.

1. Offering the Lowest Fare Available

Eurowings offers its customers the lowest fare for which they are eligible on its online booking channels, (i.e. Eurowings.com), Reservation Call Centers, and at airport ticket counters and ticket offices for the date, flight, and class of service requested.

If specific information about travel requirements cannot be provided by the customer, our representatives will provide a range of fares designed to meet the customer’s general needs.

The customer will always be informed by Eurowings about the applicable fare and any other applicable fees, charges and taxes.

Depending on the method in which the travel arrangements are made at the time the fare is quoted, lower fares may be available through alternative booking channels.

2. Notifying Customers of Known Delays, Cancellations and Diversions

Eurowings will provide customers with prompt notification of known delays, cancellations and diversions at the airport, on board our flights, and via our website and Call Centers within 30 minutes of becoming aware of any such change. If the customer has provided Eurowings with valid contact information, we will attempt to notify the customer via sms, email or telephone. It is Eurowings’ policy to contact our customers in advance, whenever possible.

When cancellations or delays of more than two hours are experienced or expected, Eurowings will attempt to re-route customers on the next available Eurowings flight or that of a partner with available seats.

Whenever possible please provide a cell phone number and email address when you make a reservation, or sign up for flight status notifications on our website Eurowings.com.

3. Delivering Baggage on Time

Eurowings has devoted extensive resources and efforts to ensure that our customers and their bags travel on the same flight. In case a bag is delayed, missing or remains unclaimed, we will make every reasonable effort to locate and return the customer’s bag within 24 hours or less if a name and address or other valid contact information is available. For international flights it may take longer to return delayed, missing or unclaimed baggage due to flight duration, frequency of flights, and Customs & Immigration procedures.

Customers may file a claim for delayed, missing or unclaimed baggage by requesting a Customer Property Claim form at the Lost & Found Office at the Airport.

Information about interim expense reimbursement and baggage liability limitation is available at Eurowings.com and the Lost & Found Office at the Airport.

Status of missing baggage is available to the customer via Eurowings.com or by calling Eurowings’s Baggage Call Center.

Baggage Liability

Unless otherwise stated liability for international travel is governed by the Montreal Convention (the “Convention”). Pursuant to the Convention, Eurowings’s maximum liability per person, per trip, for delayed, lost or damaged baggage is 1,131 Special Drawing Rights.

Additional information regarding liability limitations and exclusions are set forth in Eurowings’ General Conditions of Carriage, which is available eurowings.com.

4. Allowing Reservations To Be Cancelled Without Penalty For A Defined Amount Of Time

Eurowings will allow customers to hold a telephone reservation made directly with Eurowings’ telephone reservation center without payment for up to 24 hours, or will allow customers to cancel their reservation without penalty up to 24 hours after the reservation is made, if the reservation was made seven days or more prior to the flight’s departure.

Customers who make a reservation through Eurowings’ online booking channels may cancel their reservation via the Eurowings call center without penalty up to 24 hours after the reservation is made, if the reservation was made seven days or more prior to the flight’s departure.

5. Providing Prompt Ticket Refunds

Eurowings will issue refunds for all eligible tickets within seven (7) days for credit card purchases and within twenty (20) days for purchases made by cash or check.

Refunds may be requested via email at Feedback.US@eurowings.com, or at:

Eurowings Customer Relations
1640 Hempstead Turnpike
East Meadow, NY. 11554
Fax: (516) 296-9838

6. Properly Accommodating Disabled and Special Needs Passengers, including Tarmac Delays

Eurowings is committed to providing safe, convenient and reliable travel to all passengers, and will not discriminate against any passenger with a disability or special needs.

Eurowings employees have been trained to comply with 14 CFR Part 382. Complaint Resolution Officials at Cologne and U.S. airports served by Eurowings are available to answer questions. Eurowings offers access to a lounge in Cologne via a third party provider. The lounge is designed to accommodate the needs of passengers with disabilities.

7. Meeting Customers’ Essential Needs During Long On-Board Delays

Eurowings will provide timely information regarding the status of a flight if there is a long delay after you have boarded or after the plane has landed. If safety and security conditions permit, Eurowings will provide for your essential needs such as food, beverages, heat/air conditioning, operable lavatory facilities, and access to medical treatment.

The Flight Crew will make every reasonable effort to respond to customers’ special needs to the extent possible.

For further information, see Eurowings’s Contingency Plan for Lengthy Tarmac Delays.

8. Handling “Bumped” Passengers in the Case of Oversales with Fairness and Consistency

Eurowings will handle “bumped” passengers with fairness and consistency in the case of oversales.

When a flight is expected to be oversold, our Airport representatives will first ask for volunteers who are willing to give up their seats in exchange for a compensation voucher which can be used to purchase tickets, pay excess baggage fees, or make on-board purchases.

If Eurowings does not receive enough volunteers, Eurowings may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with established boarding priorities.

We will rebook passengers on to the next available Eurowings or partner flight to their ticketed destination if they are involuntarily denied boarding. If a Eurowings flight is not available, we will strive to provide comparable accommodations on another airline that we have a ticketing agreement with. Meals and hotel accommodations will be offered when appropriate.

Information regarding our policies and procedures for handling situations when ticketed customers cannot be accommodated on a flight will be made available at the airport.

Compensation for Involuntary Denied Boarding
If you are denied boarding involuntarily, you are entitled to a payment of ‘‘denied boarding compensation’’ from the airline unless:

  1. you have not fully complied with the airline’s ticketing, check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline’s usual rules and practices; or
  2. you are denied boarding because the flight is canceled; or
  3. you are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or
  4. on a flight operated with an aircraft having 60 or fewer seats, you are denied boarding due to safety-related weight/balance restrictions that limit payload; or
  5. you are offered accommodations in a section of the aircraft other than specified in your ticket, at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund); or
  6. the airline is able to place you on another flight or flights that are planned to reach your next stopover or final destination within one hour of the planned arrival time of your original flight.

Amount of Denied Boarding Compensation
International Transportation: Passengers traveling from the United States to a foreign point who are denied boarding involuntarily from an oversold flight originating at a U.S. airport are entitled to:

  1. No compensation if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight;
  2. 200% of the fare to the passenger’s destination or first stopover, with a maximum of $675, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight; and
  3. 400% of the fare to the passenger’s destination or first stopover, with a maximum of $1,350, if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover more than four hours after the planned arrival time of the passenger’s original flight.
    0 to 1 hour arrival delay - No compensation.
    1 to 4 hour arrival delay - 200% of one-way fare (but no more than $675).
    Over 4 hours arrival delay - 400% of one-way fare (but no more than $1,350).

“Alternate Transportation” is air transportation with a confirmed reservation at no additional charge (by any scheduled airline licensed by DOT), or other transportation accepted and used by the passenger in the case of denied boarding.

9. Disclosing Travel Itinerary, Cancellation Policies, Frequent Flyer Rules, and Aircraft Configurations

Eurowings makes the following information available to its passengers on our website, or, upon request, through our airport and reservations agents:

I. Planned scheduled time of departure and arrival of the flights
II. Airport / terminal of departure and arrival
III. Number of en-route stops
IV. Any change of aircraft, terminal or airport
V. Conditions attached to the fare, including cancellation policies
VI. Baggage allowances and fees
VII. Name of operating carrier and flight number
VIII. Aircraft type , configuration and seat pitch
IX. Services offered on board
X. Details of our frequent flyer program

Please contact Eurowings’ Call Center or visit eurowings.com for further details.

10. Ensuring Good Customer Service from Code-Share Partners

Eurowings stands behind the services provided by our code-share partners and works closely with them to ensure that customers receive the same quality of service whenever they travel on flights operated by any of our partners.

Links to the web sites of Eurowings’s code-share partners.

11. Ensuring Responsiveness to Customer Complaints

Eurowings will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint.

For information about filing compliments and/or complaints online, please send an email (Feedback.US@eurowings.com), or you may write to us at

Eurowings Customer Relations
1640 Hempstead Turnpike
East Meadow, NY. 11554
Fax: (516) 296-9838

12. Identifying the Services Eurowings Provides to Mitigate Passenger Inconveniences Resulting From Cancellations and Misconnections

In order to mitigate inconveniences resulting from cancellations and misconnections, Eurowings will:

Make every effort to contact customers, via the contact information provided in their reservation, about cancellations or delays when the event is known at least two hours before departure.

Attempt to re-route customers on the next available Eurowings flight or that of a partner with available seats in the same class of service when cancellations or delays of more than two hours are experienced or expected

Provide information concerning cancellations and rebooking on our website and through our airport and reservations agents.

Some Eurowings services are sold in or originate from points outside of the United States and may be subject to different rules and regulations. Eurowings complies with the rules and regulations that apply where those services originate.

This Customer Service Plan is subject to change without notice and is explicitly separate from and does not form a part of Eurowings’s General Conditions of Carriage. Your contractual rights and obligations associated with your travel are set forth in Eurowings’s General Conditions of Carriage.

Type of service

Description

Short and medium-haul route

(Charges per person and flight segment)

Long-haul route

(Charges per person and flight segment)
 

Service for disabled passengers

   
BLND Boarding and disembarking assistance for visually impaired passengers no charge no charge
DEAF Boarding and disembarking assistance for deaf passengers and sign language users no charge no charge
WCHR Assistance for passengers with impaired mobility on airport apron no charge no charge
WCHS Assistance for passengers with impaired mobility on aircraft steps no charge no charge
WCHC Carrying passengers with impaired mobility to seat on aircraft no charge no charge
WCMP Transport of manually operated wheelchair no charge no charge
WCBD Transport of a motorised wheelchair operating on dry batteries no charge no charge
Assistance dog Transport of a assistance dog no charge no charge
       
 

Carriage of baggage

   
BAG Reduced baggage surcharge for a maximum of one item of checked luggage €9 - 15 / 8 - £13 / CHF 10 - 16 / $10 - 16 / CZK 243 - 405 / SEK 88 - 147 / NOK 81 - 135 / PLN 39 - 65 / HUF 2,788 - 4,647 (depending on route) €30 / £27 / CHF 33 / $33 / CZK 811 / SEK 293 / NOK 270 / PLN 130 / HUF 9,294 / AED 132 / THB 1,300
BAG (BM) Baggage surcharge for a maximum of one item of checked luggage €18 - 30 / £14 - 24 / CHF 20 - 33 / $20 - 34 / CZK 487 - 812 / SEK 167 - 278 / NOK 170 - 284 / PLN 77 - 128 / HUF 5,646 - 9,409 (depending on route) €60 / £54 / CHF 65 / $65 / CZK 1,621 / SEK 586 / NOK 539 / PLN 260 / HUF 18,588 / AED 265 / THB 2,600
BAG 2 - 5 Baggage surcharge per additional item of checked luggage €75 / £67 / CHF 81 / $82 / CZK 2,027 / SEK 733 / NOK 674 / PLN 325 / HUF 23,235 €150 / £134 / CHF163 / $164 / CZK4.054 / SEK1.466 / NOK1.348 / PLN 651 / HUF 46.471 / AED 662 / THB 6.400
XBA/XMA Excess luggage surcharge for the first item of luggage of up to 9 kg of excess weight €50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 €100 / £89 / CHF 108 / $109 / CZK 2,702 / SEK 977 / NOK 899 / PLN 434 / HUF 30,981 / AED 441 / THB 4,300
XBB-XBE/MBXME Excess luggage surcharge for additional items of excess luggage of up to 9 kg of excess weight €50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 €100 / £89 / CHF 108 / $109 / CZK 2,702 / SEK 977 / NOK 899 / PLN 434 / HUF 30,981 / AED 441 / THB 4,300
SKI Transport of ski equipment weighing up to max. 30 kg (skis/snowboards – max. 3 pairs/boards per person) incl. accessories such as sticks and ski/snowboarding boots (depending on availability) no charge no charge
WEAP Transport of sports weapons per item (incl. ammunition) €50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 not available
GOLF Transport of golf equipment per set €50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 €100 / £89 / CHF 108 / $109 / CZK 2,702 / SEK 977 / NOK 899 / PLN 434 / HUF 30,981 / AED 441 / THB 4,300
BIKE Transport of bicycle (packed securely for transport) per bike
Packing material is not provided by us (depending on availability)
€50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 €100 / £89 / CHF 108 / $109 / CZK 2,702 / SEK 977 / NOK 899 / PLN 434 / HUF 30,981 / AED 441 / THB 4,300
SPEQ Transport of the following specialised equipment: bodyboard, surfboard, sailboard/hang-glider, diving equipment (depending on availability) €50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 €100 / £89 / CHF 108 / $109 / CZK 2,702 / SEK 977 / NOK 899 / PLN 434 / HUF 30,981 / AED 441 / THB 4,300
 

 Please note:

If your booking consists of an etix® ticket number and/or a Eurowings flight booked via one of our partner airlines or at a travel agency, luggage rules may vary. Please contact the relevant airline or travel agency for more information.
   
       
 

Specific services

   
ADD Service surcharge levied on a booking or booking change (flight date) in line with Article 5.2.3 of the GCC, as booked via the call centre, at our airport sales desk or through a commercial agent €20 / £18 / CHF 22 / $22 / CZK 540 / SEK 195 / NOK 180 / PLN 87 / HUF 6,196 (per booking, not per person and per journey) €20 / £18 / CHF 22 / $22 / CZK 540 / SEK 195 / NOK 180 / PLN 87 / HUF 6,196 / AED 88 / THB 900 plus difference in current flight price
RBK Charge for a change to the flight date up to 30 minutes before departure €70 / £62 / CHF 76 / $76 / CZK 1,892 / SEK 684 / NOK 629 / PLN 304 / HUF 21,686 plus difference in current flight price €90 / £80 / CHF 98 / $98 / CZK 2,432 / SEK 880 / NOK 809 / PLN 390 / HUF 27,882 / AED 397 / THB 3,800 plus difference in current flight price
NC1 Change of name per person and per booking €70 / £62 / CHF 76 / $76 / CZK 1,892 / SEK 684 / NOK 629 / PLN 304 / HUF 21,686 plus difference in current flight price €120 / £107 / CHF 130 / $131 / CZK 3,243 / SEK 1,173 / NOK 1,079 / PLN 521 / HUF 37,177 / AED 529 / THB 5,100 plus difference in current flight price
PETC Transport of pets up to 8 kg in an appropriate container (Containers for transporting pets are not provided by us) €40 / £36 / CHF 43 / $44 / CZK 1,081 / SEK 391 / NOK 360 / PLN 174 / HUF 12,392 (no additional charge for assistance dogs) not available (assistance dogs available, no charge)
TAFR Surcharge per payment by credit card or Paypal (e.g. in the case of adding luggage or purchasing flight vouchers) 2% of the payment amount (for domestic German flights plus VAT) 2% of the payment amount
TAFG Surcharge for payments by credit card for group bookings per person and leg 2% of the payment amount (for domestic German flights plus VAT) 2% of the payment amount
INF Service charge per leg for children up to 2 years of age €15 / £13 / CHF 16 / $16 / CZK 405 / SEK 147 / NOK 135 / PLN 65 / HUF 4,647 €75 / £67 / CHF 81 / $82 / CZK 2,027 / SEK 733 / NOK 674 / PLN 325 / HUF 23,235 / AED 331 / THB 3,200
UM Supervision of children between 5 and 11 travelling alone (unaccompanied minor service in accordance with Article 21) only within Germany and on flights from Germany to Zurich and Vienna €50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 not available
Pushchairs Transport of pushchairs on airport apron, on aircraft steps, in the airport no charge no charge
SEF Seat reservation – standard (Middle seat) €8 / £7 / CHF 9 / $9 / CZK 216 / SEK 78 / NOK 72 / PLN 35 / HUF 2,478 €10 / £9 / CHF 11 / $11 / CZK 270 / SEK 98 / NOK 90 / PLN 43 / HUF 3,098 / AED 44 / THB 500
SEF Seat reservation – standard (Aisle or window) €12 / £11 / CHF 13 / $13 / CZK 324 / SEK 117 / NOK 108 / PLN 52 / HUF3,718 €20 / £18 / CHF 22 / $22 / CZK 540 / SEK 195 / NOK 180 / PLN 87 / HUF 6,196 / AED 88 / THB 900
SEF Seat reservation with more legroom (in BASIC fare, including snack & drink)) €19 - 21 / £17 - 19 / CHF 21 - 23 / $21 - 23 / CZK 513 - 568 / SEK 186 - 205 / NOK 171 - 189 / PLN 82 - 91 / HUF 5.886 - 6.506 (depending on route)

€90 / £80 / CHF 98 / $98 / CZK 2,432 / SEK 880 / NOK 809 / PLN 390 / HUF 27,882 / AED 397 / THB 3,800
SEF Seat reservation with more legroom (in SMART fare, including snack & drink) €4 - 6 / £4 - 5 / CHF 4 - 7 / $4 - 7 / CZK 108 - 162 / SEK 39 - 59 / NOK 36 - 54 / PLN 17 - 26 / HUF 1,239 - 1,859 (depending on route)

€50 / £45 / CHF 54 / $55 / CZK 1,351 / SEK 489 / NOK 449 / PLN 217 / HUF 15,490 / AED 221 / THB 2,200
  Extra seat: empty middle seat (valid for the transport of musical instruments larger than a guitar) Extra ticket (same price as existing ticket if booked by midnight on the same day; otherwise the flight fare on the day the private seat is booked) Extra ticket (same price as existing ticket if booked by midnight on the same day; otherwise the flight fare on the day the private seat is booked)
       
 

Other charges

   
CBF Flat-rate compensation per returned direct debit €7,65 / £7 / CHF 8 / $8 / CZK 207 / SEK 75 / NOK 69 / PLN 33 / HUF 2,370 €7,65 / £7 / CHF 8 / $8 / CZK 207 / SEK 75 / NOK 69 / PLN 33 / HUF 2,370 / AED 34 / THB 400
CXL/RBK
flex
Charge-incurring booking change and cancellation in fares with the Flex option in line with Article 19.4.3 €75 / £67 / CHF 81 / 82$ / CZK 2,027 / SEK 733 / NOK 674 / PLN 325 / HUF 23,235 €90 / £80 / CHF 98 / $98 / CZK 2,432 / SEK 880 / NOK 809 / PLN 390 / HUF 27,882 / AED 397 / THB 3,800

ERRORS & OMISSIONS EXCEPTED.

For further information please consult our General Conditions of Carriage.

Our fares at a glance

   

BASIC

Our budget fare

SMART

Our standard fare

BEST

Our comfort fare
  Collect miles - Boomerang Club or Miles & More
          Increased mileage credit, including HON Circle miles
  Snack & drink From €6       À la carte catering
  1 bag up to 23 kg €9 - 15
(depending on the route)
if booked online
       
  2nd bag up to 23 kg €75
if booked online
€75
if booked online
   
  Preferred seating
(Middle Seat)
€8       Throughout the 
Airbus fleet in rows 1-3
  Preferred seating
(Aisle or window)
€12       Throughout the 
Airbus fleet in rows 1-3
  Seat with more legroom
Snack & drink included
€19 - 21
(depending on the route)
where available
€4 - 6
(depending on the route)
where available
  Throughout the 
Airbus fleet
  Adjacent seat free            
  Lounge access Lounge access at select airports for HON and SEN Lounge access at select airports for HON, SEN and FTL
Lounge access at select airports
  Reserved
hand luggage compartment
           
  Priority check-in
and boarding
           
  Access to security fast lane           At select airports
  Booking changes Surcharge Free with Flex option * Free with Flex option *
  Cancellation     Free with Flex option * Free with Flex option *
  Extras
Special luggage and sport equipment
Surcharge **
(price depends on service)
Surcharge **
(price depends on service)
Surcharge **
(price depends on service)
   

BASIC

Our budget fare

SMART

Our standard fare

BEST

Our Premium fare
  Collect miles - Boomerang Club or Miles & More
        Mileage credit, including HON Circle miles
  SMART-Meals     One warm and one cold meal incl.     À la carte catering
  Sky-Meals
(Six meals to chose from)
Sky-Meal from €7,90
  Can be added to SMART-Meals     À la carte catering
  À la carte catering            
  1 bag up to 23 kg €30
if booked online
       
  2nd bag up to 23 kg €150
if booked online
€150
if booked online
   
  Preferred seating
(Middle seat)
€10       Throughout the 
Airbus fleet in rows 1-3
  Preferred seating
(Aisle or window)
€20       Throughout the 
Airbus fleet in rows 1-3
  Seat with more legroom
€90
where available
€50
where available
   
  Premium seating in the exclusive area        
  More legroom and a comfortably adjustable backrest included        
  Lounge access   Lounge access at select airports for HON, SEN and FTL
Lounge access at select airports
  Reserved
hand luggage compartment
         
  Priority check-in
and boarding
         
  Access to security fast lane         At select airports
  Booking changes Surcharge Free with Flex option * Free with Flex option *
  Cancellation   Free with Flex option * Free with Flex option *
  Extras
Special luggage and sport equipment
Surcharge **
(price depends on service)
Surcharge **
(price depends on service)
Surcharge **
(price depends on service)

 
In-flight entertainment
Wings Entertain
€9,90 
(payment on board)
€9,90
(payment on board)
 
  WiFi on board 
Wings Connect
Surcharge
(price depends on service,
payment on board)
Surcharge
(price depends on service,
payment on board)
Surcharge
(price depends on service,
payment on board)

     Included           
 
     Cannot be added

* Can be added for a surcharge; free booking changes and cancellation possible until the end of the departure date
** Where available

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etix® is an electronic ticket that replaces paper tickets. It has a 13-digit number in addition to your booking code. You receive this etix® ticket number under certain circumstances, for example if you book through the Lufthansa website or a travel agent. It is saved for you in the etix® database. When you present your etix® ticket number and a photo ID, you will receive your boarding pass.

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The connection between ${originairport} and ${destinationairport} is carried out by our partner, Condor. You can book your flight directly with Condor. Would you like to be automatically redirected to Condor?

When flying from, to or over certain countries* airlines are required by law to collect certain data through the Advance Passenger Information System (APIS) and to forward it to the authorities of those countries prior to the flight.

The following information is required:

  • Title
  • First name and surname
  • Date and country of birth
  • Gender
  • Nationality
  • Passport information
     

Additional APIS information is required for entry into the USA:

  • Country of residency
  • Destination airport
  • Complete address of your destination (street, city, postal code, state/province, country) 

Passengers who book online can enter this information immediately after completing their booking. Any missing information can be added later by going to 'My Eurowings'.

To avoid unnecessary delays at the check-in counter, we recommend that you submit the APIS information as early as possible using our online form.

Please note that you may not be permitted to travel if the information is not complete.

* United Kingdom, United States of America, Mauritius, Dominican Republic, Thailand, Cuba

Travelling with children

We can only transport children under the age of 12 at the time of travel if they travel with a responsible companion who has reached majority. Children and the accompanying adult must belong to the same booking (with the same booking number). If this is not the case, please contact our call centre no later than 3 days before departure.

In event that the accompanying adult is not a parent or legal guardian, we will need written permission from a parent or a legal guardian. Please use the form provided for this purpose. Without this written permission, we regret that we will have to refuse carriage.
On direct flights within Germany, childen ages 5 through 11 may travel with Eurowings without an accompanying adult (unaccompanied minors). Our child-friendly staff will care for your child and ensure that he or she reaches the destination airport safely.

Infants under the age of 2 are not entitled to a seat. Instead, they are transported on the lap of an adult and secured with a seatbelt (loop belt).

Alternatively, we offer transport in a child safety seat in a separate seat. Bookings may only be made through the call centre or at one of our airport counters. Online booking is excluded.

More information about travelling with children.

  Important: the valid age is that on the date of the last flight in the booking.  

Travelling with infants

We can only transport children under the age of 12 at the time of travel if they travel with a responsible companion who has reached majority. Children and the accompanying adult must belong to the same booking (with the same booking number). If this is not the case, please contact our call centre no later than 3 days before departure.

In event that the accompanying adult is not a parent or legal guardian, we will need written permission from a parent or a legal guardian. Please use the form provided for this purpose. Without this written permission, we regret that we will have to refuse carriage.
On direct flights within Germany, childen ages 5 through 11 may travel with Eurowings without an accompanying adult (unaccompanied minors). Our child-friendly staff will care for your child and ensure that he or she reaches the destination airport safely.

Infants under the age of 2 are not entitled to a seat. Instead, they are transported on the lap of an adult and secured with a seatbelt (loop belt).

Alternatively, we offer transport in a child safety seat in a separate seat. Bookings may only be made through the call centre or at one of our airport counter. Online booking is excluded.

More information about travelling with children.

  Important: the valid age is that on the date of the last flight in the booking.

Partner Airlines

Airline Airline code Website Baggage policy
Lufthansa LH www.lufthansa.com click here
Germanwings 4U www.eurowings.com click here
SWISS LX www.swiss.com click here
Austrian Airlines OS www.austrian.com click here
Brussels Airlines SN www.brusselsairlines.com click here
Condor DE www.condor.com click here
United Airlines UA www.united.com click here
Air Canada AC www.aircanada.com click here
All Nippon Airways NH www.anaskyweb.com click here

Web check-in is currently only available on our long-haul flights to Mauritius. 
You can check in online 72 hours before departure here. Web check-in closes 90 minutes before departure.

Web check-in is currently unavailable on our long-haul flights to Phuket, Bangkok, Miami, Orlando, Las Vegas, Seattle, Cancun, Havanna, Varadero, Punta Cana, Puerto Plata, Jamaica, Namibia.
Please use our check-in counter at the airport. The check-in counters open three hours before departure and close 60 minutes before scheduled departure time.

Web check-in is currently only available on our long-haul flights to Mauritius. You can check in online 72 hours before departure here. Web check-in usually closes 90 minutes before departure. Here you can check the exact times for the web and mobile check-in at your departure airport.

Web check-in is currently unavailable on our long-haul flights to Phuket, Bangkok, Miami, Orlando, Las Vegas, Seattle, Cancun, Havanna, Varadero, Punta Cana, Puerto Plata, Jamaica, Namibia.
Please use our check-in counter at the airport. The check-in counters open three hours before departure and close 60 minutes before scheduled departure time.