Question 1

How can I contact Smartwings customer service?

Accepted Answer

You can contact Smartwings customer service by calling +420 284 000 612, available daily from 08:00 to 20:00 local time. For specific inquiries about future or past trips, an online contact form is available on their website. Smartwings also maintains a presence on social media platforms like Facebook, Twitter, and Instagram.

Question 2

What is Smartwings' baggage allowance for carry-on and checked luggage?

Accepted Answer

For carry-on baggage, passengers are generally allowed one cabin bag with maximum dimensions of 55 x 40 x 23 cm and a weight of up to 8 kg. Additionally, a small personal item (e.g., handbag, laptop bag) with maximum dimensions of 40 x 30 x 15 cm and a weight of up to 3 kg is permitted with most fares, though not with the Lite fare. Checked baggage allowances vary by ticket type and route, typically ranging from 20-23 kg per bag, with a maximum weight of 32 kg and a combined linear dimension of 250 cm. Excess baggage is subject to additional fees.

Question 3

What is Smartwings' policy on flight changes and cancellations?

Accepted Answer

The ability to change or cancel a Smartwings flight and any associated fees depend on the fare package purchased. Lite and PLUS fares are generally non-refundable, with only unused airport charges being eligible for a refund. FLEX fares typically allow refunds for untraveled segments, subject to a cancellation fee (e.g., 60 EUR or 150 USD). Name changes on tickets are generally not permitted, requiring a new reservation. Passengers may be eligible for a full refund if they cancel within 24 hours of purchase, provided the scheduled departure is at least 7 days away. All changes and cancellations should be processed through Smartwings' official customer service channels or website.

Question 4

What are my rights if my Smartwings flight is delayed or cancelled?

Accepted Answer

Under EU regulations, if your Smartwings flight is delayed by three hours or more, or cancelled less than 14 days before departure due to reasons within the airline's control, you may be entitled to compensation of up to €600. In such cases, Smartwings is also obliged to offer you an alternative flight or a full refund. For significant delays, the airline must provide assistance such as meals, refreshments, and access to communication. Compensation is not applicable if the disruption is caused by extraordinary circumstances beyond the airline's control, such as severe weather or air traffic control strikes.

Question 5

How can I manage my Smartwings booking online?

Accepted Answer

You can manage your Smartwings booking online through the "My Bookings" section on their official website. This feature allows you to review your reservations, add extra baggage, select your preferred seat, and pre-order meals. To access your booking, you will need your unique six-digit booking code or your 13-digit ticket number, which typically starts with "064".

Question 6

Can I carry special baggage like sports equipment or pets on Smartwings flights?

Accepted Answer

Yes, Smartwings allows the carriage of special baggage such as sports equipment and pets, usually for an additional fee. Sports equipment can be added to your reservation through the "My Bookings" section. For pets, small dogs and cats can be transported in the cabin if they meet specific size (e.g., max 43 x 30 x 27 cm) and weight (max 8 kg) limits, including the carrier. Larger pets can be transported in the cargo hold, with a maximum weight of 32 kg, also subject to a fee. It is advisable to notify the airline in advance for such arrangements.

Question 7

How do I request a refund for a Smartwings ticket?

Accepted Answer

To request a refund for a Smartwings ticket purchased directly from their website, you should fill out the Contact Form available on their customer support page. If your ticket was purchased through a travel agency or another third-party channel, you must contact your original point of purchase to initiate the refund process. Refund eligibility and the amount refunded will depend on the fare package you originally selected and the specific terms and conditions associated with it.

Question 8

Does Smartwings offer online check-in, and when can I do it?

Accepted Answer

Yes, Smartwings provides online check-in for its flights. While the exact window for online check-in can vary, it typically opens 30 hours before the scheduled departure time and closes 1 hour prior to departure. Checking in online can save time at the airport and allows you to select your seat in advance.

Question 9

What are the rules for carrying liquids in my carry-on baggage on Smartwings flights?

Accepted Answer

When flying with Smartwings, liquids and gels in your carry-on baggage must be in containers no larger than 100 ml each. All these containers must be placed together in a single transparent, resealable plastic bag with a maximum capacity of 1 liter. Each passenger is generally allowed one such bag.

Question 10

What is the maximum weight for a single piece of checked baggage?

Accepted Answer

For technical and safety reasons, a single piece of checked baggage on Smartwings flights must not exceed 32 kg. Any baggage exceeding this weight limit will not be accepted for carriage.

Question 11

How can I call Smartwings customer service from another country?

Accepted Answer

If you need to call Smartwings from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Corporate / Prague Office
Customer Service / Office	+420 284 000 612 Call now 08:00–20:00 Daily

Smartwings Customer Service Number, Support Phone & Contact Info

About Smartwings & Customer Service

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