Useful information

Note 1. Spanish citizens that travel to Germany, Austria, Belgium, France, Netherlands, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Portugal, Sweden and Switzerland can travel with an expired passport up to five years after the expiry date.

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MINORS TRAVELLING ALONE

Minors are those passengers of more than 2 years of age and that have not reached 12 years of age on the date of the flight.  In the case of unaccompanied minors (UM):

• GOWAIR ensures that the unaccompanied minor, from now referred to as UM, will always be assisted in an emergency, and;

• A child under the age of 12, although travelling with an adult, if travelling separately from the accompanying adult will be considered as an UM. GOWAIR will ensure that this minor will be assisted in the event of any emergency situation.

The transportation of unaccompanied minors on GOWAIR flights are subject to certain conditions:

• Unaccompanied minors less than 5 years of age will not be accepted;

• The maximum number of UM per flight is limited to 10. More than 10 UM can only be transported if there is an additional cabin crew member on duty. Transportation of more than 10 UM notified at the time of boarding without notice shall be refused;

• Unaccompanied minors between 5 but have not reached 12 years of age, will be accepted for flight provided that they are accompanied to the departure airport and are collected at the destination airport by an appointed adult, by their parents or any other legal guardian.

• The legal guardians or parents of the UM will be informed to not leave the departure airport until the aircraft has taken off;

• The F-GRH-UM (UNACOMPANIED MINOR) disclaimer must be completed in detail by the parents or legal guardians;

• Upon arrival at the destination airport, the minor will be delivered to the person responsible for their collection.

 

TRAVELLING WHILE PREGNANT

GOWAIR will accept pregnant women until week 27 (including) of their pregnancy, without medical restrictions or medical certificates.

GOWAIR will not accept pregnant women on board from week 36 of pregnancy inclusive. Women who fly pregnant must have finished their trip in week 35 of pregnancy.

Travelling during weeks 28 and 35 (inclusive) will require a medical certificate, which must include a validity period (start and end date), collegiate number and doctor's signature, stating that the person is authorized to fly.

 

INFANTS

An infant is considered a person who has not yet reached two years of age on the date of the flight and must be accompanied by someone older than 16 years old. An infant should travel in the lap of an adult unless a seat has been bought and a specially designed and properly fastened seat is used.

New born infants will not be accepted for flight until reaching 7 days of age. In addition it is not recommended that infants less than 14 days old travel.

You should keep in mind that in some countries the passport or birth certificate of the infant may be required in order to enter. At GOWAIR we accept child seats as a courtesy.

Our aircrafts have special rows on each plane equipped for bringing infants and small children. Therefore, if traveling with an infant inform the travel agency or ourselves through our contact form in order to be properly seated.

Civil aviation safety laws do not allow children or infants to be seated in emergency exit rows.

 An adult can travel with 2 infants under the condition that one of them is more than 18 months of age and travels in an infant car seat and an extra seat is paid for. The other infant (less than 2 years old) travels on the adults lap using an infant seat belt. The adult must reserve two seats in order that the older infant can occupy the seat with their car seat during the flight.

Adults with infants have boarding priority. There is no specification for disembarkation.    

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PASSENGERS WITH SPECIAL NEEDS

Passengers requiring special assistance can select seats that they consider most appropriate to their needs and that are in accordance with the civil aviation safety laws. These laws do not allow people with disabilities to sit in emergency exit rows.

We recommend that you make the seat or other services reservations in advance of the flight. Requests can be made through your travel agency or by completing our special needs contact form at least 48 hours before the departure of the flight.

As a courtesy we accept mobility aids. Wheelchairs or other motor-driven aids may be transported with leak proof batteries, provided that the battery terminals are inside a battery container, and the battery is secured to the wheelchair or motorised aid. The Handling agent must ensure that wheelchairs or motorized aids are transported in such a way as to avoid unintentional operation and that they are protected from damage caused by the movement of baggage, mail, reserves or cargo. The battery must be disconnected, the terminals must be insulated and the battery must be securely fastened to the wheelchair.

GOWAIR prohibits the transportation of any types of “hover boards” and other electronic balancing devices in passenger and crew hand luggage and checked baggage.

Those with visual or auditory disabilities may bring on board a harnessed guide dog. In order to provide space for the dog, a row will normally be allocated next to the bulkhead, window seat.

The companions of special needs passengers will have to buy a specific seat in advance in order to be seated together.

 

EMERGENCY EXITS SEAT ALLOCATION

The rows of seats with direct access to an emergency exit are called emergency rows. “Direct access” indicates a seat from which the passenger can proceed directly to the exit without entering the aisle or passing around an obstruction.

Emergency rows may only be occupied by able bodied passengers (ABP). An ABP is a passenger 15 years of age or older, reasonably healthy, strong, capable and willing to assist the rapid evacuation of the aircraft in case of an emergency, after receiving adequate instructions from the crew. Passengers seated in emergency exit seats will be given a briefing on the possibility of having to help open the door in case of emergency and assist in the evacuation.

In addition, in aircrafts with emergency exits not covered by a cabin crew member (in the A320 the over wing emergency exits), passengers occupying seats next to these emergency exits, will be given a briefing explaining: that they are seated next to an emergency exit, that the exit must be opened only in the event of an evacuation and only when a verbal order is heard over the PA, instructions on how to open the exit and that an evacuation slide will be deployed. They will be asked to help the evacuation from the bottom of the slide.

Relative information is contained on the F-FLT-SCA320 safety instruction card. If you do not accept these instructions, you will be asked to change seats.

Emergency exit seats should not be assigned or have direct access to passengers that, due to their condition, may hinder other passengers during an evacuation or may prevent the crew from carrying out their duties. Passengers seated in emergency exit rows must comply with the following conditions:

• Must be at least 15 years old and able to perform the functions specified on the safety instruction card F-FLT-SCA320;

• Must not have anyone under their responsibility during the flight such as minors, infants;

• Must be able to read and speak Spanish or English to be able to understand the indications on the F-FLT-SCA320 and hear and understand instructions from the crew;

• Must be able to find and follow the fluorescent path leading to an emergency exit;

• Must not be pregnant, or be an escorted passenger, have reduced mobility, hearing/visual impairment or difficulty moving quickly.

The following passenger categories are among those which should not be placed in seats located in or which allow direct access to the emergency exits:

• People who suffer from an obvious physical or mental disability to the extent that they would have difficulty moving quickly if they were asked to do so;

• Persons whose eyesight or hearing is substantially diminished to the extent that they cannot rapidly assimilate instructions given in written or verbal form;

• Passengers due to their age or illness who would have difficulties in  moving rapidly, and passengers who due to their weight would also have problems moving rapidly or reach the adjacent emergency exit and pass through them;

• Passengers who are not willing to help;

• Children (accompanied or not accompanied by an adult) and infants;

• Deported passengers or under custody prisoners, and;

• Passengers with pets.

Note: at least one passenger from the permitted categories shall be assigned on each side of an emergency exit for taxi, takeoff and landing, unless not possible due to low occupancy or due to weight and balance effects on the aircraft. In the event that additional crew members are present on the flight, or crew members who are positioning, and if the emergency exits are not occupied by passengers, they must sit in the emergency exit rows.

 

TRAVELING WITH PETS

Traveling with live animals in the passenger cabin (PETC)

Pets may be accepted for transportation in the cabin, this includes guide dogs. At the request of the passenger and prior authorization from reservations, the transportation of certain pets in the passenger cabin may be accepted, provided that the following conditions are fulfilled:

• The maximum weight allowed of the animal to be transported is 6kg;

• The transportation of an animal in the cabin may be authorized directly by the reservations office;

• The passenger must sign a disclaimer F-GRH-PETC (PET IN CABIN), this form must also be available at the reservations office and check-in desks;

• On GOWAIR aircrafts, a maximum number of 6 animals are allowed, separated by a minimum of 5 rows;

• The maximum size of the bag or container must not exceed 55x40x20cm cm and the overall weight of the container and the animal must not exceed 8 kg. The container of the pet should not be rigid, in order to be able to fit under the seat in front of the passenger in question;

• Pets must be transported in specially ventilated bags or containers. Bags or containers which do not have ventilation when closed shall not be accepted for transport;

• The animal must not be removed from its bag or container during the flight. Its location must be in front of the passenger seat, and never occupying an emergency exit or seat adjacent to an emergency exit;

• A maximum of 3 animals can be transported in the same container in the passenger cabin provided that such animals belong to the same species and are of the same breed in addition to the remaining requirements;

• Animals accepted as PETC are: Dogs, Cats, Birds (except birds of prey), fish, turtles, hamsters, guinea pigs or rabbits, and brachycephalic animals:

  • Canine breeds: Affenpinscher ,Boston Terrier, Boxer (all breeds), Brussels Griffon, Bull Mastiff, Bulldog (all breeds), Cane corso, Carlino (all breeds), Cavalier Spaniel, Chihuahua, Japanese chin, Chow Chow, Bordeaux Dogo, King Charles Spaniel, Lhasa-apso, Maltes, Mastiff, Mastin (all breeds), Pekines, Miniature Pinscher, Pit bull, Presa canario, Pug, San Bernardo, Shar Pei, Shich-tzu, English Cocker Spaniel, Tibetan Spaniel, Yorkshire terrier.

  • Cat breeds: Burmese, Himalayan, Exotic Short Hair, and Persian.

• Animals not acceptable as PETC under any circumstances are: Amphibians, Insects, Crustaceans, Reptiles (except turtles), Rodents (except hamsters, guinea pigs or rabbits), and Ferrets.

Note:

• In the case of animals of very small weight (such as birds), two pairs of each species can be admitted in different containers;

• In no case will animals that, due to their special characteristics, smell or otherwise, and that disturb the rest of the passengers and crew will be accepted;

• The animal, inside its container, must be carried by the owner and placed under the seat in front without causing inconvenience to other passengers.

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Emotional Support Animals

Dogs are accepted as emotional support animals only as long as they have a certificate stating that they are trained as a guide dog. In this case it is compulsory that the owner of the dog presents this certificate. In the event of not meeting this requirement, they may be accepted as PETC, as long as they meet the above requirements.

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Transporting Live Animals in the Cargo Hold (AVIH)

As a general rule, the transportation of live animals must be carried out in the cargo holds.

Animals will be considered AVIH (guide dogs are exempt from this consideration), that do not meet the requirements for passenger cabin transportation, they will be placed in the cargo hold of the aircraft under the following conditions:

• The owner must provide the corresponding cage for transportation in the cargo hold;

• The container must be adequately ventilated on three sides of which the most important is on the top;

• The container must be able to contain and maintain the animal during the entire time of the flight, and have the necessary stiffness to prevent the animal from escaping through the separations or joints;

• Braquicefalos animals, due to their characteristics in terms of their respiratory system are recommended to travel as PETC as long as they comply with the established limitations.  If they do not comply with these requirements they will not be permitted to fly in both passenger cabin or in the cargo hold.

To make a request and/or apply for more information, complete our contact form selecting special requirements in the query type section.

 

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Check in

Check in will open at least 2 hours before the departure of the aircraft for short haul and medium haul flights and closes 45 minutes before the scheduled departure.

It is very important and your responsibility as a traveller to arrive with the correct documentation and with the minimum necessary knowledge about the country you are going to visit.

We recommend that you consult the embassy website in regards to your destination in addition to the Foreign Ministry website, where you will find all the information you need for your trip.

In order to have a trouble free journey, we recommend that you enquire about all the documentation you may require and the vaccinations and/or precautions that may need to be taken before making your trip

For more information visit the passenger guide and allowed baggage sections on our website before commencing travel.

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Delays and cancellations

We regret any inconvenience that the cancellation or delay of your flight may cause. We understand the stress that this situation can cause so we will try to do everything we can to prevent this from happening. If any changes need to be made we will try to consider all possible options so that we minimize the impact of these changes on your trip and only cancel a flight if it is strictly necessary.

Consult the form on your rights as a passenger

 

 

Damaged or lost luggage

In GOWAIR we make sure to handle your luggage with the maximum care and consideration in order to ensure that it arrives in perfect condition at the destination airport.

 

DAMAGED AND LOST

If you are consulting this section of our website we apologize in advance that you did not receive your luggage on the arrival of your flight.

On rare occasions checked luggage does not reach your destination. When this happens we have put in place very developed specific procedures and highly advanced and efficient technological systems.

From this moment, we will activate a worldwide search through our computer system World Tracer, developed by SITA and endorsed by IATA that will allow us to locate your luggage and deliver it to you in the shortest time possible.

If you want to track the location of your luggage, the following information channels are at your disposal:

• The handling agent at the destination.

• World Tracer (the global baggage tracking and tracing system) it provides up to date information on the status of your baggage search.

• You can also contact us by post: 

GOWAIR _ Avd. de Europa 4,  2nd floor, B _ 28108  ALCOBENDAS (Madrid) _ Spain

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