Frequently Asked Questions
FAQ Categories
Frequently Asked Questions
At the Airport
To find out which terminal you’re flying from, please check with your airline. You can find their website info on our airline partners page.
Depending on the airline and upgrade, you might have access to an airport lounge access included in your trip. For more info please visit our partner airlines page.
We’re sorry there was a delay to your flight. If the delay was over three hours, or the flight was cancelled, you may be entitled to compensation in line with an EC Regulation (EC261/2004). Claims for this compensation are handled by the airline you travelled with. Here are the details on how to claim.
For more information on your rights relating to flight delays, please visit the Civil Aviation Authority (CAA) website.
We’d recommend contacting the airport team you travelled through directly.
| Since October 2025, the EU has been introducing a new border control system called Entry/Exit System (EES). It’s planned to be rolled out gradually across EU and Schengen zone countries over six months.
If you’re entering or leaving an EU or Schengen zone country during this time: · You may or may not be asked to provide biometric data · Your passport may still be stamped What’s changing? Instead of having your passport stamped, your entry and exit will be recorded electronically. This means your details will be stored in a secure EU database when you cross the border. Until you’re registered in the new system, your passport will still be stamped as usual. What do I need to do before travel? Nothing new – just travel as you normally would. There’s no need to register or apply in advance. What happens when I arrive? The first time you travel under the new system, it may take a little longer at border control. That’s because your biometric data (a photo of your face and four fingerprints) will be collected. This only needs to happen once, so it’ll be quicker the next time you travel. Just so you know: · Children under 12 won’t need to give fingerprints. · In case of any delays on the day of travel, carry any essential medications in your hand luggage. It’s also a good idea to keep your water topped up to make your airport journey more comfortable. Your return trip If you’ve booked transfers, we’ll do our best to make sure your transfer gets you to the airport with plenty of time. During busy times, there might be queues at border control, so we’d recommend heading straight there as soon as you can after checking in any luggage. For more information, visit the UK Government website, the official EU EES site or watch the official Home Office video. |