Frequently Asked Questions
FAQ Categories
Frequently Asked Questions
Luggage
What happens if my luggage is too heavy when I get to the airport?
With most airlines, you’ll need to pay an excess luggage charge if your luggage is over your allowance when you check in. Each airline also has a restriction on how heavy each piece of luggage can be, and some airlines will only allow one piece of hold luggage per person. Please check directly with your airline for more details.
Can I drop off my luggage the day before I fly?
This will depend on your airline and the airport you’re due to fly from. Check your booking confirmation or ask your airline directly.
If you’re flying with TUI, you can check here.
Do I get extra luggage allowance for our wedding stuff, and can i take my dress as hand luggage?
You’ll need to check directly with the airline you’re flying with.
Do I get extra luggage allowance if I take diving or sports equipment?
You’ll need to check directly with the airline you plan on flying with. Just so you know, most airlines will require a diving certificate when you check in and most items will come with an extra charge from the airline.
If you’re flying with TUI, you can check here.
Can I pool our luggage allowance?
For TUI flights, you’re allowed to pool your luggage allowance with anyone else travelling on your booking. However, each bag can only weigh up to 25kg.
If you’re flying with any other airline it can vary. We recommend checking your booking confirmation or asking your airline.
Do I get luggage labels?
Your luggage is now electronically tagged when you check-in, so there’s no need for luggage tags.
What is my luggage allowance?
This will depend on the airline you’re due to fly with and how many bags you’ve booked. Please check your booking confirmation or ask your airline.
Can I carry medical equipment/medication in my hand luggage?
If you’re putting medicine in your hand luggage, pack them in a separate bag – it won’t be counted as part of your standard cabin bag allowance. The bag may not exceed the maximum cabin bag measures. If it’s bigger than that, you’ll need to contact our Assisted Travel team to pre-book your medical luggage allowance. Please be mindful about flight disruptions and delays when packing medication or medical equipment you may need during the flight.
You’ll also need to bring a doctor’s letter or a prescription with you. This confirms that the medication is yours, and the equipment is needed during the flight – having this will mean you can pass through check-in and security easily. You can also bring liquid medication larger than 100ml through security if you have a doctor’s letter. If you’re travelling with TUI Airways you can take medication and medical equipment with you at no extra cost – give the Assisted Travel team a call on 0800 145 6920 with the details and they’ll be able to confirm this for you. If you’re travelling with one of our partner airlines, you’ll need to give the Third Party Flying team a call on 0800 105 1734, as other airlines may have different policies.
My luggage is lost – what do I do?
You’ll need to report lost or delayed luggage at the arrival airport by filling out a Property Irregularity Report (PIR). This will start the tracing process to locate your missing or delayed items. The agents in the luggage collection area will be able to help you with this – they usually have a clearly-signposted luggage information desk.
The first five days of tracing your delayed items will be carried out by agents at the arrival airport. When making enquiries, please contact the airport where you reported your luggage missing – their contact details can be found on the PIR form you received when reporting the item missing. To speed up their response time, you should quote your PIR number whenever you get in touch. A PIR number is a combination of five letters followed by five numbers, for example MANBY12345, which you’ll also find on the PIR form.
My luggage is damaged – what do I do?
We’re sorry if your bag has been damaged during your journey. Please report any damage in the luggage reclaim area and if possible, take photos of any damage on your phone before you leave the airport.
The local handling agents will give you a Property Irregularity Reference (PIR) number that consists of five letters and five numbers e.g. MANBY12345. With this reference you can go ahead and claim with our luggage replacement specialist team.