Question 1

How can I contact Hi Fly for general inquiries?

Accepted Answer

For general inquiries, you can contact Hi Fly's Head Office and Reservations by phone at +351 211 143 500. Their working hours are Monday to Friday, 09:00–17:00 local time. You can also reach them via email at hifly@hifly.aero.

Question 2

Does Hi Fly sell tickets directly to individual passengers?

Accepted Answer

No, Hi Fly operates primarily as a wet lease and charter specialist. This means they provide aircraft, crew, maintenance, and insurance (ACMI) to other airlines, tour operators, governments, and private entities. They do not typically operate scheduled flights or sell tickets directly to individual passengers.

Question 3

Who should I contact for questions about my flight booking, changes, or cancellations?

Accepted Answer

Since Hi Fly operates on a wet lease or full charter basis, inquiries regarding your flight booking, changes, or cancellations should be directed to the airline or tour operator from whom you purchased your ticket. They are responsible for managing your booking.

Question 4

What is Hi Fly's policy on baggage allowance and claims?

Accepted Answer

Baggage allowance policies are generally determined by the airline or tour operator that sold you the ticket. For baggage claims on flights operated by Hi Fly under flight codes HFM/3L* or HFY/5K, you can contact them via email at baggage.claims@hifly.aero.

Question 5

How do I request a refund for a flight operated by Hi Fly?

Accepted Answer

Refunds for flights are typically handled by the airline or entity that issued your ticket. If your flight was operated by Hi Fly from a European airport and had flight codes HFM/3L* or HFY/5K, you may be entitled to compensation under EC 261 for delays or cancellations. In such cases, you should first contact the ticket-issuing airline. For specific complaints related to Hi Fly's operations under these codes, you can reach their Passenger's Rights Office via passengers.rights@hifly.aero.

Question 6

What should I do if my flight operated by Hi Fly is delayed or cancelled?

Accepted Answer

If your flight operated by Hi Fly is delayed or cancelled, you should first contact the airline or tour operator from whom you purchased your ticket for rebooking or refund options. If your flight had codes HFM/3L* or HFY/5K and departed from a European airport, you can address complaints regarding delays or cancellations to Hi Fly's Passenger's Rights Office at passengers.rights@hifly.aero.

Question 7

Where are Hi Fly's main operational bases?

Accepted Answer

Hi Fly's headquarters are located in Lisbon, Portugal. The airline also maintains significant maintenance and operational facilities at Beja Airport, Portugal.

Question 8

Does Hi Fly offer a frequent flyer program?

Accepted Answer

Given Hi Fly's business model as a wet lease and charter specialist, they do not typically offer a frequent flyer or loyalty program for individual passengers. Such programs are usually managed by the airlines that sell tickets directly to the public.

Question 9

What are Hi Fly's flight codes?

Accepted Answer

Hi Fly Group includes two air carriers operating under the ICAO codes HFM and HFY. Their corresponding IATA codes are 3L* and 5K, respectively.

Phone Line	Phone
Commercial
Commercial	+351 21 114 3680 Call now
Head Office / Reservations
Reservations / Main	+351 21 114 3500 Call now Mon–Fri 09:00–17:00

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