Question 1

How can I check in for my Heston Airlines flight?

Accepted Answer

Online check-in is not available for Heston Airlines flights. All passengers must check in at the airport. Airport check-in counters typically open two hours and close 40 minutes before the estimated departure time, though this may vary by airport.

Question 2

What is the carry-on baggage allowance for Heston Airlines flights?

Accepted Answer

Passengers are generally permitted one piece of hand baggage weighing up to 8 kg (or 5 kg) with maximum dimensions of 55 x 40 x 20 cm. Additionally, a small personal item such as a backpack, handbag, or laptop bag, not exceeding 30 x 40 x 10 cm, is allowed. Baggage policies can vary depending on the specific flight or the tour operator/airline that sold the ticket, so it's advisable to confirm with your booking provider.

Question 3

What is the checked baggage allowance for Heston Airlines flights?

Accepted Answer

Each fare-paying passenger typically receives a free checked baggage allowance of 20 kg, with maximum dimensions of 158 cm (height + length + width). Passengers traveling with infants usually receive an additional 10 kg of checked baggage. The maximum weight for any single piece of checked baggage is 32 kg. Specific allowances may vary based on the fare type or the operating partner, so always check your travel documents or contact your booking provider.

Question 4

Is baggage pooling allowed on Heston Airlines flights?

Accepted Answer

Yes, baggage pooling is generally allowed for passengers included in the same booking. However, the weight of any single piece of checked baggage cannot exceed 32 kg.

Question 5

How will I be informed about flight changes, delays, or cancellations?

Accepted Answer

As Heston Airlines primarily operates charter flights for other clients, any notifications regarding flight time changes, delays, or cancellations will typically be communicated to you by the tour operator or airline through whom you purchased your ticket. It is important to provide accurate contact details to your booking provider.

Question 6

Am I entitled to compensation for delayed or cancelled Heston Airlines flights?

Accepted Answer

You may be entitled to compensation under EU Regulation 261/2004 if your Heston Airlines flight is delayed by more than three hours, cancelled less than 14 days before departure without an appropriate alternative, or if you are denied boarding due to overbooking, provided the disruption is within the airline's control. Compensation amounts can range up to €600, depending on the flight distance and delay duration.

Question 7

How can I request a refund for my Heston Airlines flight?

Accepted Answer

You are generally entitled to a full refund if your Heston Airlines flight is cancelled and you choose not to be rebooked, if your flight is delayed by five hours or more and you decide not to travel, or if you are denied boarding due to overbooking and opt not to take an alternative flight. Refund requests should typically be directed to the tour operator or airline from whom you purchased your ticket.

Question 8

How can I select my seat on a Heston Airlines flight?

Accepted Answer

Passengers are usually assigned seats free of charge at the time of airport check-in. It may be possible to pre-order a specific seat for an additional charge, subject to availability. Heston Airlines reserves the right to change seat assignments for operational or safety reasons, even after boarding.

Question 9

How do I contact Heston Airlines for special assistance requests (e.g., wheelchairs)?

Accepted Answer

For special assistance requests, such as wheelchair services or handling of dangerous goods, it is recommended to contact the tour operator or the airline through whom you booked your flight. For example, if flying with a partner like Condor, such requests should be sent to their special assistance email.

Question 10

What is the best way to contact Heston Airlines customer service?

Accepted Answer

For general inquiries, the head office phone number is +370 5 213 75 77. However, for specific questions related to your booking, flight changes, baggage, or refunds, it is usually best to contact the tour operator or airline that sold you the ticket, as Heston Airlines primarily operates as a charter service for other companies.

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