Question 1

How can I contact populAir customer service?

Accepted Answer

You can reach populAir's Call Center by phone at +46 (0)770 790 700 or via email at callcenter@populair.com. The operating hours for the call center are available on their official website.

Question 2

What are the rules for hand baggage?

Accepted Answer

Passengers are permitted to bring one small bag or hand luggage free of charge, provided it fits under the seat. The maximum dimensions are 45x20x35 cm, and the maximum weight is 8 kg. Liquids carried in hand luggage must be in containers no larger than 100 ml and must be placed in a transparent, resealable 1-liter plastic bag.

Question 3

What are the rules for checked baggage?

Accepted Answer

The maximum weight for a single checked bag is 20 kg, and its maximum size is 158 cm (length + width + height). The allowance for checked baggage varies by ticket type; Campaign and Student & Youth tickets do not include checked baggage but allow it to be added for a fee, while FULL, MID, and LOW tickets include one piece of checked baggage.

Question 4

How can I change my booking?

Accepted Answer

If you have purchased a FULL, MID, or LOW ticket, you can manage and change your booking by logging into the 'My Booking' section on the populAir website. For assistance with re-booking, you can contact the Call Center. If your ticket was booked through a travel agency, you should contact the agency directly for changes.

Question 5

What is populAir's refund policy?

Accepted Answer

If you are entitled to a refund, it will be processed within 7 working days for credit card payments and 15 days for tickets paid by invoice. A cancellation fee of 75.00 SEK is applied to credit card refunds. In cases of flight cancellations or delays exceeding 5 hours, passengers are entitled to a refund of the ticket price.

Question 6

What should I do if my baggage is delayed or lost?

Accepted Answer

For delayed baggage, report it immediately upon arrival at your destination to the airport's arrivals service to obtain a PIR (Property Irregularity Report) receipt. If baggage is delayed for over 24 hours, populAir may reimburse reasonable expenses for essential items, up to EUR 75 per person per day. If baggage is lost (not found after 21 days), you can submit a compensation claim by emailing callcenter@populair.com, including your PIR receipt and booking number.

Question 7

What assistance is provided in case of flight delays or cancellations?

Accepted Answer

For delays exceeding 2 hours, passengers are entitled to meals, refreshments, and two phone calls or emails. For longer delays, compensation for hotel accommodation and transport may be provided. If a flight is delayed by over 5 hours or cancelled, passengers have the right to a refund or rebooking. Compensation may also be applicable under EU regulation (EC) 261/2004 for cancellations or significant delays within the airline's control.

Question 8

How do I retrieve my receipt?

Accepted Answer

If you have lost your receipt, you can find it under the 'My Booking' section on the populAir website (or amapola.nu). You can log in using your reference number and last name, or with your username and password if you have a registered account.

Question 9

What payment methods does populAir accept?

Accepted Answer

populAir accepts major credit and debit cards, including Eurocard (EC), Mastercard (CA), and VISA (VI). Payments are typically made at the time of booking on their website. If booking through the Call Center, a payment link will be sent via email.

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