Important information

If the airline has cancelled your flight, we will notify you and keep you updated about the status of your case. What does this process look like?

1. The airline confirms the cancellation of your flight.
2. We inform you about the cancellation and about starting the process of checking available refund options.
3. We contact the airline for information about available refund options.
4. After receiving the information, we provide you with a message with the available refund options: refund to the account, voucher, or bonus points. The type of refund depends entirely on the airline.
5. You choose the refund option that is best for you.
6. In case of status changes or extending the waiting period, we will send you an e-mail with the appropriate information.

If your booking consists of several tickets, you will receive information about available refund options in single or separate messages.

Remember! The refund for an unused ticket includes the cost of the ticket and airport fees. Other eSky products or services purchased with the ticket may not be refundable.

In the current situation, the waiting time for information from the airlines has been extended and is independent of us.

Learn more about refunds for flights cancelled due to COVID-19 - here.

Change of date or resigning from travel due to the COVID-19 pandemic is possible but depends on whether your flights were cancelled (or airline rescheduled it). Check what can you do in your situation.

• The airline cancelled or rescheduled my flight.
  After confirming by the airline that your flight was cancelled or its schedule was changed, you will receive an email from us with further instructions. Possible refund options or schedule changes depend entirely on the airline.

How does this process look like?

1. The airline confirms cancellation of your flight.
2. We inform you about the cancellation and starting the process of checking available refund options.
3. We contact the airline to get information about available refund options.
4. After receiving information about possible refund options, we pass it on to you: cash refund to the account, voucher or bonus points. The refund type depends entirely on the airline.
5. You choose the refund option that is best for you.
6. In case of any status changes or extending the waiting time, we will send you an e-mail with appropriate information.

If your booking consists of a few tickets, you will receive information about possible refund options from us in a single or separate message.

• My flight is to take place according to the schedule.

The option of a refund or making changes to your ticket depends entirely on the airline and the conditions of the purchased fare. Most airlines allow to modify the dates for an additional fee (in case of higher fares, those changes may be free of charge).Attention! Airlines usually do not refund the price difference if the ticket price after the change is lower than the original one. In case you want to cancel your flight, most airlines will not allow for a refund if the cancellation is only a passenger’s decision. Read more >>

Therefore, we kindly ask you to wait for the final decision to cancel or reschedule the flight. In the current situation, the information from airlines concerning schedule changes or cancellations are sent about a week in advance.

Remember! Due to the COVID-19 pandemic, the waiting time for contact is significantly extended, and in the first instance, we handle the refunds for the canceled flights. Please, contact us if your trip should start no later than in 2 weeks.

Find out more about procedure of refund for a cancelled flight due to COVID-19 - here

In case of receiving information from the airline about cancelling the flight, we will start working as soon as possible to obtain a refund for the ticket on your behalf. Remember! The waiting time for a response from most airlines is significantly extended due to a large number of applications they consider related to the COVID-19 pandemic.

The refund process may take up to several months from the moment when the airline has received our refund application. Some airlines have announced that they will launch the refund process after the official announcement that the COVID-19 pandemic is over.

At the same time, airlines allow receiving a refund in a different form:  voucher or bonus points. If you decide on alternative options, the refund process is faster but can still take longer than usual.

If you choose any of the available refund options we will keep you updated on the progress of the process.

Remember! The availability of refund options depends on the airline, whose ticket you have.

The refund for a cancelled flight usually covers only the cost of the flight ticket. Some airlines also refund for additional services purchased directly at the airline.

The form of refund (refund to the bank account or card, voucher or bonus points to use when buying another ticket) depends entirely on the airline’s decision. Because of the COVID-19 crisis, most airlines stipulate that choosing a traditional refund to the account may involve long waiting time or will be possible only after the official announcement about the end of the pandemic. Therefore, airlines usually offer a much quicker refund in the form of vouchers or points.

Remember! The refund only covers the cancelled flights from your booking. Airlines do not refund for flights that took place according to the schedule.

Learn more what and in which form you can get as a refund - here.

In case of receiving information from the tour operator about cancelling the flight, we will start working as soon as possible to obtain a refund for the ticket on your behalf.
Remember! The waiting time for a response from most tour operators is significantly extended due to a large number of applications they consider related to the COVID-19 pandemic.

After we receive the payment from the tour operator, who is the organizer of your trip, the money will be refunded using the same payment method that was used during the purchase. After we make a refund, we will notify you immediately via e-mail.

The refund process for cancelled Flight+Hotel packages may take up to 180 days as it is subject to the provisions of the so-called Anti-crisis Shield (Article 15k (1) of the Act of 31 March 2020 amending the Act on special solutions related to the prevention, counteraction and combating COVID-19, other infectious diseases and crisis situations caused by those diseases, as well as some other Acts).

After we receive payment from partners providing services within your Flight+Hotel package, the money will be refunded using the same payment method that was used during the purchase. After we make a refund, we will notify you immediately via e-mail.

eSky Wallet is an electronic wallet that allows you to obtain a refund for unused booking faster and you can get additional benefits. Currently, you can only use eSky Wallet after you receive a message from us with the option to choose this form of refund.

Find out more about eSky Wallet - here.

If you have tickets from Lufthansa Group airline:

• Lufthansa,
• Air Dolomiti,
• Austrian Airlines,
• Brussels Airlines,
• Swiss,

which were bought no later than on 19.04.2020, check the detailed information regarding new possibilities of making flexible changes in the travel date or destination and getting a 50 euro bonus – here.

See information for Flybe passengers – here.

Due to the increased traffic in our Call Center, please contact us regarding Flybe flights using the contact form.

Remember, our consultants will surely contact you to provide the most current information about your booking.

Due to the COVID-19 pandemic, many countries have suspended the possibility of free movement, crossing the borders, and entry for foreigners.

Because the introduced restrictions and rules regarding travelling change irregularly and may be unclear, we have prepared a special website with information about restrictions that are regularly updated. Check the latest information about the possibility of crossing the borders and travelling around different countries - here.
 
Remember! Before embarking on a journey, read the official announcements of the authorities of the country you are going to visit.

Currently, you can only contact us by using the contact form. 

Due to a large number of inquiries, we have decided to temporarily disable our helpline.
Thanks to this, we can speed up handling the inquiries and processing refunds, which is our priority in the current situation.

Remember! If your journey is to start later than in 2 weeks, please wait before you contact us.

The link to the online check-in form is in your ticket, in “Prepare for flight check-in” section.

Also, 7 days prior to the departure, you will receive from us an e-mail reminder about the need to provide the check-in data, along with a link to the form.

The check-in allows to prepare the boarding passes that authorize you to board the plane. In case of popular low-cost airlines (such as Ryanair, Wizz Air, Laudamotion) it is obligatory, and the lack of printed boarding passes may cause charging an extra fee or refusal to board the plane.

The check-in procedure is different in each airline. But you don’t have to worry about that because we will check you in on your behalf. To make it possible, in some cases we will need you to provide us with the personal data of yourself and the people who travel with you.

• You will receive a link check-in data form to along with your ticket via e-mail.
• You can enter the date to check-in from the moment you receive the ticket. Don’t wait up with filling it out. Thanks to this, we will easily check you in and send boarding passes as soon as the airline opens check-in. Attention! Check-in may not be possible in case of providing data later than 48 hours before departure.
• Boarding passes will be sent to the e-mail address provided during the booking process from 48 to 8 hours before the scheduled departure. To make this procedure go smoothly and correctly, all passengers data must be completed. If you have less than 8 hours to your flight, and you haven’t received any e-mail with boarding passes, check your SPAM folder and make sure that the e-mail address you provided while making the booking is correct.
• Boarding passes must be printed and shown at the airport along with the ID document used for check-in.

Remember! If your travel consists of a few flights, the boarding passes will be sent in separate e-mails - from 48 to 8 hours before departure of each flight.

Some of the popular airlines may not accept boarding passes as a PDF file displayed on the screen of a smartphone or other mobile device. Therefore, to be sure of boarding the plane, it’s best to print out all boarding passes that you will receive.

Printed boarding pass guarantees that you will board the plane.

We send boarding passes to the e-mail provided during the booking from 48 to 8 hours before the flight. If your travel consists of a couple of flights, boarding passes will be sent in separate e-mails – from 48 to 8 hours before each one of them.

Example no. 1

If you fly:

• from Warsaw to London on 1.06, 3.00 PM,
• from London to Warsaw on 7.06, 7:00 PM.

You will receive boarding passes:

• for a flight from Warsaw to London on 30.05, 3:00 PM at the earliest (1.06, 7:00 AM at the latest),
• for a flight from London to Warsaw on 5.06, 7:00 PM at the earliest ( 7.06, 11:00 AM at the latest).

Example no. 2

If you fly:

• from Warsaw to Tenerife on 1.06, 9:00 AM, with a connecting flight in Barcelona on 1.06, 1:00 PM (MultiLine flight),
• from Tenerife to Warsaw on 7.06, 12:00 AM, with a connecting flight in Frankfurt on 7.06, 6:00 PM (MultiLine flight).

You will receive boarding passes:

• for a flight from Warsaw to Barcelona on 30.05, 9:00 AM at the earliest (1.06, 1:00 AM at the latest),
• for a flight from Barcelona to Tenerife on 30.05, 1:00 PM at the earliest (1.06, 5:00 AM at the latest),
• fo a flight from Tenerife to Frankfurt on 5.06, 12:00 AM at the earliest (7.06, 4:00 AM at the latest),
• for a flight from Frankfurt to Warsaw 5.06, 6:00 PM at the earliest (7.06, 10:00 AM at the latest).

If your flight is in less than 8 hours and you do not have the e-mail with the boarding passes, check the SPAM folder and make sure what e-mail was provided during the booking. It is possible that the boarding passes were sent to another inbox you own.

Attention! When it comes to flights that require providing additional details in the check-in form, boarding passes will be sent only after the required information is added. If your booking includes additional passengers, make sure that the details were provided for all of them.

If an error occurred during providing the passenger details in the check-in form or during an independent check-in, you have to immediately inform us about it.

Checked luggage can be bought during booking the ticket or added after, but no later than 48 hours before the flight.

Exemplary conditions:

Ryanair (price for the flight leg/passenger):

• 10 kg, 1 piece of luggage 55 x 40 x 20 cm – from 15 USD to 31 USD*
• 20 kg, 1 piece of luggage 81 x 119 x 119 cm – from 29 USD to 56 USD*

Wizz Air (price for the flight leg/passenger):

• 10 kg, 1 piece of luggage – from 11 USD to 31 USD*
• 20 kg, 1 piece of luggage – from 17 USD to 56 USD*
• 32 kg, 1 piece of luggage – from 26 USD to 81 USD*

Other airlines – [check here]

* Prices are set by the airlines and might change. Provided values are only indicative.

Airlines distinguish two types of luggage - hand luggage (cabin) or checked luggage (checked into the hold of the plane)

Hand luggage can be taken to the board of a plane and placed in the storage compartment above the seats free of charge or for an additional fee (depending on the fare and the airline). However, you should remember that due to the safety reason, things that can be carried in the hand luggage are strictly regulated by law. The same law also determines, for example, how much liquid can be taken in the hand luggage. What is more, you have to remember that each airline strictly determines its own rules applying to luggage dimensions and weight.

Checked luggage is baggage whose weight and dimensions are larger than hand luggage. In case of low-cost airlines (such as Ryanair, Wizz Air and easyJet) it is always submitted to an additional charge, whereas in regular airlines, checked luggage may be included in the ticket price. Regulations also allow to take into your checked luggage things that cannot be packed into your hand luggage. Checked luggage is recommended for longer trips. As with hand luggage, the dimensions and weight of the checked luggage are strictly determined by airlines. Checked luggage should always be checked at the airport, at the selected airlines’ check-in desk, before you proceed to the security control.

Check, what can you pack into the hand and checked luggage! - [here]

Priority boarding is a service that allows the passenger to take place in the priority queue when boarding the plane.

Some of the popular low-cost airlines (e.g. Ryanair and Wizz Air) as a part of the priority boarding service, besides faster boarding, also offer the option of taking additional hand luggage. However, this is not a rule, so every time you want to buy priority boarding, check what is included in the service.

Baggage limits are set by each airline itself, which means that it’s best to make sure what kind of baggage you can take every time you before you buy the flight ticket.

Information about the maximum number of pieces, weight and dimensions of luggage can be found at the stage of the booking process - in the booking form and then, on the ticket received from us.

Also, luggage information for each airline can be found on our websites.

Booking confirmation is sent via e-mail after completing the booking and settling the payment for tickets. If you can’t find information from us in your inbox, check the SPAM folder and make sure that the e-mail provided during the booking process was correct. You can also use a special contact form and resend the booking confirmation to your e-mail address.

Also, the current booking status can be found in your account in eSky User Zone in “My bookings” section, or under this link (by providing booking number and e-mail address used for booking).

Booking number can be found in the e-mail we send you to the address provided while making the booking. If you lose the number, or you don’t receive it from us, you can use a special contact form on our website and resend the e-mail with booking details.

Do you want to receive the booking confirmation e-mail again? Use thecontact form

If you are sure that the e-mail address you provided to make booking was incorrect, e.g. there was a typo, please contact us immediately. In your application, send us information about your booking - first name and surname, date and route of flight. It is possible that our consultants will ask for some additional details to verify the application.

Priority boarding service can be bought during booking the ticket or added after, but no later than 48 hours before the flight.

Attention! Priority boarding service is limited and might be unavailable.

Exemplary conditions:

Ryanair (price for the flight leg/passenger):

• boarding the plane through the priority lane, the possibility to take personal bag no bigger than 40 x 20 x 25 cm and a hand luggage no bigger than 55 x 40 x 20 cm and up to 10 kg – from 7 USD to 20 USD*

Wizz Air (price for the flight leg/passenger):

• boarding the plane through the priority lane, the possibility to take one hand luggage no bigger than 40 x 30 x 20 cm and up to 10 kg, second hand luggage no bigger than 50 x 40 x 23 cm and up to 10 kg – from 5.5 USD to 34 USD*

* Prices are set by the airlines and might change. Provided values are only indicative.

Airlines booking systems assign seats on the plane randomly. In case of a flight with co-passengers, carriers split up people travelling together (the only exception to this rule is a situation in which a child travels with a guardian). To avoid such inconvenience, it is worth to buy a seat selection service.

The service can be bought during booking the ticket (option available only for selected airlines) or by contacting us through the contact form (link below).

Booking a selected seat is a paid service and its price depends on the airline and the type of the chosen seat. In response to your message, our consultants will send information about seats availability and prices.

Price of the service varies from 5 USD to 28 USD per person (for every flight leg).*

Attention! The number of free seats on the plane changes dynamically and the selected seats might be unavailable.

* Prices are set by the airlines and might change. Provided values are only indicative.

You can pay for the reservation in eSky with the credit card. Credit card transactions guarantee instant ticket booking and the highest level of security thanks to PCID SS standards.

In most of the low-budget airlines (including Ryanair, Wizz Air, easyJet, Laudamotion) returning the ticket is impossible. The airlines emphasize in the booking conditions that the tickets are non-refundable.

When it comes to commercial airlines (e.g. LOT, Lufthansa, Air France), the possibility to return a ticket is specified in the tariff conditions.

If you want to cancel your hotel booking, you have to first make sure, whether your booking allows for this option and what are the rules of the possible cancellation. Information about terms of accommodation cancellation can be found on our website, in the room’s description, and in the booking confirmation e-mail.

Important! You should make sure whether booking conditions from the selected booking allow for a refund.

To cancel a hotel booking, you have to log into your account and choose the right hotel booking or check your travel status and choose the option: Cancel booking

If an airline changes the time of the flight, we will inform you about it. Information about the change will be sent to the email provided during the booking.

Message from us will be titled:
IMPORTANT! Schedule change notification, confirmation code [booking number]

Attention! We will send the new ticket with a changed time of flight to the e-mail provided during the booking.

The possibility to change the travel date depends on the airline. Some of the low-budget airlines allow to change the date for an additional fee (depending on the carrier it might be as high as 200 USD), while some of the commercial airlines provide such service only for selected tariffs. 

The fee for changing the date is charged for each passenger and for each flight leg (single flight). Additionally, the difference between the prices of an original and a new ticket might be added to the amount. Airlines do not return a difference if the price of the new ticket is lower than the original one.

In some cases eSky charges an agency fee in the amount of 18 USD for making a change on the ticket, which is included in the total price for the change. This fee is charged for each passenger that needs a change made.

In most of the airlines changing the details on the ticket is not permitted. It is possible to correct the incorrect data, however, the scope and the price of the changes depends on the policy of a specific airline.

All incorrect information on the ticket, such as:

• misspelling in the first name or last name,
• wrong date of birth,
• wrong passenger title (Mr./Mrs.),
• wrong passenger type (adult/child)

should be immediately reported. Our consultants will check the possibility to correct the mistakes mentioned above, inform about the possible charges for the change and contact the airlines to correct the details on the ticket.

Attention! Lack of the special characters and accents (e.g.. č, é, ö), as well as spaces and diacritics in the multipart last names on the ticket, is not an error. Airlines do not use them on purpose. 

VAT invoice will be issued and sent to the e-mail address provided at the booking process, up to the 15th day of the following month after purchasing the ticket

Example: If the ticket was purchased in June, the invoice will be sent by July 15 at the latest.

The change of the buyer’s details (not the passenger!) is possible up to 30 days after purchasing the ticket. eSky allows to change the details:

• from a natural person to a different natural person,
• from a natural person to a company.

It is not possible to change the details from the company to another company or from the company to a natural person.

Payment status is sent in the e-mail with booking confirmation. If you pay with a credit card or online bank transfer, we send the e-mail with the booking confirmation and information about its successful completion. Passengers that chose traditional bank transfer will receive information about the initial ticket booking and pending payment. We will send the confirmation of booking completion only after the payment is settled on our account

Do you want to check whether your transaction was successful? Check the status of your payment in your account in User Zone in the “My bookings” section or by clicking this link.

Duplicate of the invoice is issued on request.

Because the purchase is processed by a polish company, the legal regulations require introducing two amounts on the invoice. One of them is the amount in which the service was purchased, and the other one is its equivalent in PLN (Polish Zloty).