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FAQs

Preparing your trip

How long before departure do I have to be at the airport?

We recommend that you arrive at the airport in plenty of time. The check-in desks open 2 and a half hours before departure and close 40 minutes before departure, except at:

  • All flights from Rome (Fiumicino) and St. Petersburg, where the check-in desks close 45 minutes before departure.
  • For all flights from Tel Aviv, Beirut, Algiers and Oran the check-in desks open 3 hours before departure and close 60 minutes before departure.
  • If you're travelling from Paris (Orly) to Casablanca, the check-in desks close 60 minutes before departure.
  • If you're travelling from Barcelona to Tel Aviv, the check-in desks close 60 minutes before departure.

You must be at the boarding gate 30 minutes before departure, as indicated on the boarding card. And the boarding gate closes 10 minutes before the scheduled departure time.

If you're travelling from Paris to Casablanca, the boarding gates are in Hall 3 of the West Terminal, 15 minutes away from all other boarding gates for Vueling destinations (Hall 1). You should allow sufficient time to reach the boarding gate.

It's essential to be on time, as passengers who arrive any later won't be allowed to board.

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What documentation do I need in order to fly?

You must always bring your Travel Document or passport. This documentation should suffice but, as explained in our Travel Conditions, it's the responsibility of each passenger to bring the required documentation for flying according to their own particular circumstances. If you have any questions about what you may need, please ask at the embassy or consulate of your country.

For more information, please consult the documentation required for your journey.

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Can I travel with my resident card?

You can travel within Spain using your resident card as long as it's valid and has been issued by a Schengen state.

However, as explained in our Travel Conditions, it's the responsibility of each passenger to bring the required documentation for flying according to their own particular circumstances. If you have any questions about what you may need, please ask at the embassy or consulate of your country.

For more information, please consult the documentation required for your journey.

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Can I travel with my baby?

Of course you can. At Vueling, you can fly with your baby aged between 2 weeks and 2 years old (the baby may not exceed this age on the date of the flight), provided that you choose the Optima or Basic fares.

Flying with your baby incurs an additional cost which will be added to the adult passenger’s booking.

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Do children have to bring documentation?

Yes, just like adults, children must bring their Travel Document or passport.

One exception to this are children under 14 flying within Spain. They don't have to bring their Travel Document or passport provided they're travelling with someone over 18 who is included in the same booking.

If someone under 18 is travelling on EU flights alone or with friends, as well as their Travel Document or passport, they must provide official authorisation from their father, mother or legal guardian.

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Can my under-age child travel alone?

If your child is between 5 and 11, they can travel alone if you book our Child Escort Service. This service can be taken out on our website when you make the booking, through our Customer Services call line up to 24 hours before departure, or at our airport offices up to 2 hours before your flight departs.

If your child is between 11 and 17, you have the optional choice of booking the Child Escort Service, but only through our Customer Services call line.

The Child Escort Service is available for all direct flights from both national and international destinations and is always associated with the Optima Fare. It's not yet available for Connecting Flights, so minors must always travel with an adult on such flights.

In all cases this service shall be contracted in accordance with current legislation in the origin and destination countries.

You can consult the cost in Supplementary Services, and all the details on this service ar available in the Child Escort Service Conditions.

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Can I check in a minor online?

Yes, minors can be checked in online, providing they are accompanied by an adult, and at the airports where it's allowed, except for:

  • Italian airports where online check-in is not possible for under 18s.
  • Unaccompanied minors (UM).
  • Adults travelling with a baby cannot check in online.

In these cases you must go to the check-in desk in sufficient time to get the boarding passes.

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How much checked-in luggage can I take?

If you're travelling with luggage, remember to choose the Optimum or Excellence fares as they include the option to check in one bag of up to 23 kg per passenger and free of charge.   

If you choose the Basic Fare, you can also check in your luggage at an additional cost.

Each passenger can check in a maximum of 3 cases weighing up to 23 kg per item. If the maximum allowance is exceeded, you will be charged €12 per excess kg at the airport up to a maximum of 32 kg per case each way. Once the suitcase has been checked, you cannot cancel your reservation or request a refund of the amount paid.

It's essential that you tell us how many bags you're going to check in. You can do this when buying your ticket by adding them to your booking, once you've purchased the flight, in the section “Add luggage”, or by calling Customer Services. Remember that, once you're at the check-in desk, any unregistered bags will incur a higher cost per case each way.

Please consult the cost in Supplementary Services.

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How many items of hand luggage can I take?

You can take on board 1 item of hand luggage with a maximum weight of 10 kg and maximum dimensions of 55x40x20 cm. You can also carry one additional item of significantly smaller size, such as a small briefcase, handbag or camera. These conditions also depend on how much space is available on board.

If you have chosen the Excellence Fare, you can take hand luggage measuring 55x40x20 cm and weighing up to 14 kg. Plus, you’ll have guaranteed space on board for your hand luggage.

At the boarding gate, the size of your hand luggage will be checked and only those complying with the company's regulations will be allowed on board. In other words, those not exceeding the maximum weight of 10 kg, the stipulated size (55x40x20 cm) or number of items. Any passenger not complying with these limits must pay €35 per case each way (only payable by credit card), and their case will be checked in and carried in the plane's cargo hold, regardless of whether they've already checked in a case.

For more information, see the section on luggage in our Travel Conditions.

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Is it better to check in my luggage on the website or at the airport?

It's better to check in your luggage on the website. It's much easier and cheaper! Remember that the Optimum and Excellence Fares include one checked bag of up to 23 kg per passenger.

You can do it when buying your ticket by adding them to your booking, once you've purchased the flight, in the section “Add Luggage”, or by calling Customer Services.

Please consult the cost in Supplementary Services.

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Can I travel with my baby’s push-chair? What about on connecting flights?

When you travel with a baby, we always take a push-chair into account So you can take the push-chair right to the door of the plane at no extra cost. Once on board the plane, we’ll look after the push-chair and you can pick it up at your destination from the luggage collection belt.

On connecting flights, we'll hand it back to you at the final destination. At Barcelona Airport, you may request a special trolley with baby seat at the AENA Desk.

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Can you check in bicycles, golf clubs, snowboards, surf boards or windsurfing boards?

Of course you can! You can travel with your skiing equipment, snowboard, golf equipment, bicycle, surf board, windsurfing sail, etc. Please consult the cost in Supplementary Services.

It's very important that the equipment is well packed so it can be carried safely (e.g. bicycle disassembled as much as possible, with the tyres deflated and pedals removed).

For more information on exactly what special equipment can be carried with Vueling, please see the Travel Conditions.

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Can I travel with a musical instrument as luggage?

Of course you can! Plus, there are different options depending on the type of musical instrument and its size:

  • You can carry it as hand luggage providing it doesn't exceed the maximum weight allowance of 10 kg or the established size (55cm long, 40cm wide and 20cm high).
  • Check it in as special luggage, and your instrument will travel in the plane's cargo hold (Please consult the cost in Supplementary Services). If you wish, you can take out a special declaration of value to insure the instrument.
  • Purchase an extra seat for your instrument and take it on board with you. This applies to guitars, cellos and other instruments of similar size.

For more information, see the Travel Conditions.

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Can I take my pet on board?

At Vueling, you can travel with your pet on board providing you comply at all times with the current regulations on the transportation of animals.


Remember:

  1. Only one pet per passenger is allowed, and only two pets per flight.
  2. Don’t forget you can only fly with your pet if you choose the Basic Fare.
  3. Flights to and from the UK or Irland do not allow pets on board.

For more information regarding which pets are allowed, see the Transport Conditions for Animals.

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What can I do if my luggage gets mislaid?

If your luggage gets mislaid at any time, you must fill out a Property Irregularity Report (P.I.R.) at the lost property office pertaining to the airport of arrival so that a search may begin. There you will receive a letter containing instructions and explanations on what to do in such cases.

As soon as your luggage has been traced, you'll be notified through the phone number you provided in the irregularity report (P.I.R). The airport of arrival deals with tracing the luggage up to five days (inclusive) after the date of the P.I.R. After that time, our luggage centre will handle both the search and your claim.

You can contact Vueling Luggage on the following phone numbers:

From Spain: 902 48 66 48
From Italy: 199 30 80 80
From France: 0821 23 23 22
From Portugal: 707 78 66 77
From Belgium: 070 354 727
From Holland: 0900 777 0038
Rest of the world: 34 931 51 81 58

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What happens if my luggage gets damaged?

If your luggage gets damaged in any way that affects its function of protecting the contents, you must fill out a Property Irregularity Report (P.I.R.) at the lost property office pertaining to the airport of arrival. We remind you that we do not offer compensation for dents, scratches, stains, broken handles and/or wheels.

To make a formal claim, you must send us the following documentation no later than 7 days as from the arrival date of the flight:

P.I.R.
Label
Boarding card

We recommend you keep a copy of the documentation and send the original documentation by recorded delivery to the following address:

Vueling Equipajes
Apartado de correos 36.342
28080 Madrid

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Can I cancel my tickets?

The Excellence fare allows you to cancel your flight before you fly, and we'll refund the full fare (credit card/PayPal fees and the purchase of any additional service not included in the fare shall not be refunded).

The other fares do not offer the option to cancel your tickets but, at an additional cost (consult the cost in Supplementary Services), you can change the name of the ticket holder or the date and time so you won't lose your tickets.

You can make changes up to 2 hours before your flight departs in the section “Change your flight” if it's a change of destination or date, or you can call our Customer Services to change the destination or date or the name of the ticket holder.

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What should I do if I can't find my confirmation number?

The software used by Vueling allows us to search for a booking through the number on the credit card that you used to buy your ticket. This enables us to guarantee the confidentiality of the booking. So, if you call Customer Services and give us this number, we'll be able to locate your confirmation number.

Remember that when you get to the airport you must show your Travel Document or passport so that we can check that the document corresponds to the person who made the booking.

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Can I take out insurance after purchasing my ticket?

Yes, once you've purchased your ticket you can take out insurance in the section “Choose your insurance”. You can choose the insurance that best suits your travel needs:

  1. Medical insurance
  2. Luggage insurance
  3. Special luggage insurance

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How do you request assistance for a passenger with special needs?

At the present time, the airports themselves are in charge of providing assistance for passengers with special needs.

  1. If you made your booking via our website, you must request passenger assistance at least 72 hours before your journey by clicking here and then follow the steps to fill out the service request form; or call the Vueling Reservation Centre on 807 200 100. We'll take care of forwarding your request to those in charge of the service at the corresponding airport.
  2. If you are disabled or have reduced mobility and booked by phone, we'll take care of forwarding your request to those in charge of the service at the corresponding airport.
  3. At airports run by Aena, you can book assistance at the airport yourself by contacting Aena directly at www.aena.es or phoning their customer services call line: 902 404 704. Remember you must notify them at least 48h before your journey.

Once at the airport, you must go to one of the official meeting points and request assistance. Passenger Services will accompany you to our check-in desks.

Remember you must go to the Vueling check-in desk 2 hours before departure time.

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Can I change my tickets?

Of course! You can change the tickets up to 2 hours before departure at an additional cost (consult the cost in Supplementary Services).

You can change the date and time of the flight. To the cost of the change, you must add any difference in the total cost of the flight that may be applicable at the time the change is made (if the available fare is cheaper for the new flight, no refund will be made).

Changing the name in which the booking was made can only be done through our Customer Services, providing the first flight of a round trip ticket has not already been completed. To the cost of the change, you must add any difference in the total cost of the flight that may be applicable at the time the change is made (if the available fare is cheaper for the new flight, no refund will be made).

You can make changes up to 2 hours before your flight departs in the section “Change your flight” if it's a change of date, or you can call our Customer Services to change the date or the name of the ticket holder.

And with the Excellence Fare, you can make unlimited time and date changes to your booking via our website or by calling our Customer Services. Through this number, you can also change the name of the ticket holder. In all cases, you will have to pay any difference in the total cost of the fare at the time the change is made (if the available fare is cheaper for the new flight, no refund will be made).

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