Passengers

Every journey is different and every passenger is unique. Air Europa's crew works with our passengers to meet all of their needs during the flight.

If you have required a special need service, please proceed as soon as possible to the check-in counter at the departure airport. Likewise, after arriving at your airport of destination, please wait on board to receive the required assistance. Should you decide to quit the aircraft by yourself and without communication with the crew, we will understand that you withdraw from the service required

  • Children

    Children aged 0 to 2

    Children under the age of 2 on the date of the flight must travel in the same seat as the adult accompanying them.
    Infants (from 0 to 2 years) are entitled to 1 piece of 10Kg in the hold and one of the following items:

    •  A folding pushchair.
    •  A carrying basket.
    •  A child seat.

    These items may be stored under the seat or in the luggage compartment, providing they respect the maximum measurements allowed in the cabin. Otherwise, this baggage must be carried in the aircraft hold.

     

    (Note: Air Europa shall honor previous infants’ allowance on reservations made before 31 December 2015)

     

    Each adult may be accompanied by at most two children aged 0-2, in which case:

    • One of the children will travel in the same seat as the adult, using a special seatbelt provided by the Air Europe crew.
    • The other will travel in the seat next to the adult, in a child seat. In this case, the same fare will apply as for children aged between 2 and 11.

    Children from 2 to 11

    • Children aged 2 to 11 travel in their own seat and can check-in the same baggage as an adult. However, they may not travel over an emergency exit.
    • There is no limit on the number of children aged 2 to 11 on the plane.

    Children travelling alone

    Children may travel alone from 5 years old. Air Europa offers a service to accompany the child, according to their age.

    This service must be booked in advance, providing contact details of the persons who will deliver and collect the child.

    • Our UM service is mandatory for children between 5 and 11 on domestic flights and up to 14 on international flights.
    • Our YOUNG PEOPLE service is optional for children between 12 and 17 on domestic flights and between 15 and 17 on international flights.
    • There is a limit on the number of unaccompanied children on a flight.
    • All children under 5 years must be accompanied by an adult.
    • Air Europa will only accept Unaccompanied Minors on connecting flights when the expected connecting time does not exceed 5:00 hours.

    Children travelling in a group

    To travel with a group of children, you must contact Air Europa and inform us of the number of children and accompanying adults.

    • Groups of up to 23 children must be accompanied by at least 1 adult.
    • Groups of between 24 and 35 children must be accompanied by at least 2 adults.
    • Groups of between 36 and 47 children must be accompanied by at least 3 adults.
    • An additional adult is required for every additional 12 children.

    Child seats, safety belts and restraint devices

    Children travelling in their own seat must have appropriate child restraints for their age, which must be approved and adapted to the seat. If you have any questions, refer to the full regulations in the pdf below.

    In general, systems over 40 cm wide, booster seats, central seatbelts and harnesses connected to the adult or seatbelt will not be accepted.

  • Travelling when Pregnant

    • It is inadvisable to travel by air for expectant mothers beyond end of 36th week (32nd, if multiple uncomplicated). However, if the passenger needs to fly after such date, she shall check her doctor, who will decide whether flying is convenient or not.
    • In such case, the information to be included in doctors’ certificate as follows:
      • Permitted to travel (Round base)
      • Number of days pregnancy (based on the certificate issue date)
      • Estimated date of delivery
      • One’s first childbirth or not
      • Single / Multiple pregnancy
      • Complications of pregnancy
    • The Air Europa medical service shall clear all cases not considered and exceptions.
  • Passengers with Special Needs

    People whose mobility is restricted by disability or for any other reason, and who require appropriate assistance and adaptation of the service should consider:

    Travelling assistant

    People who can act on their own in an emergency may travel unaccompanied, this means: being able to unbuckle a seat belt, leave the seat and reach the emergency exit unaided. In addition they must be able to get and fit an oxygen mask, and understand safety instructions and advice in an emergency.

     

    Should an assistant be required, this person must be over 12 years old for domestic flights and over 15 for international flights; they must be willing and able to understand the safety instructions and to physically assist the person with the disability in an emergency.

     

    Guide dogs may travel in the cabin if they have an up-to-date vaccination card with them.

     

    The clearance for the applicable passengers with reduced mobility will always be carried out through fax / telephone / email to the Air Europa Special Service Requirements, specifying the maximum number of known details such as type of disability, number of safety assistants, etc. The service must be requested 48 hours before departure.

    CONTACT

    Telephone: + 1 844 415 3955
    email: assistance@air-europa.com

    Wheelchairs and other assisted mobility devices

    If assisted mobility devices (chairs, walkers, sticks, crutches, etc.) cannot be stored in the cabin, they must be checked-in and carried in the aircraft hold. However, passengers are allowed to keep such items with them during boarding until they reach the plane, where they must be given to the Air Europa coordinator for storage in the hold.

    MOBILITY AID SIZE / WEIGHT RESTRICTIONS

    To reduce the risk of damage to your mobility aid, and to our aircraft, the following restrictions apply:

    • Refer to our ‘maximum dimensions’ table below. If your mobility aid is greater than the size / weight restrictions specified, we will be unable to carry the item.
    • All electric mobility aids must travel in an upright position.
    • Electric wheelchairs must travel in the ‘free wheel’ mode
    Table of Maximum Dimensions
    Aircraft A330Aircraft B737-800Aircraft E195
    Height90cm / 35.1"84cm / 32.8"84cm / 32.8"
    Width90cm / 35.1"100cm / 39"100cm / 39"
    Length125cm / 48.8"125cm / 48.8"125cm / 48.8"
    Weight150 kg / 330 lb150 kg / 330 lb100kg / 220lb

    If your mobility aid does not fit within these allowable dimensions (after being adjusted or disassembled) you will have to travel with an alternative mobility aid (such as a manual wheelchair) that fits within the above dimensions.

    Electric Wheelchairs and mobility aids, lithium ion batteries restrictions:

    1. For non-collapsible devices

    Batteries to remain in the device.

    • There is no maximum Wh limit for the installed battery

    2. For collapsible devices

    If your wheelchair or mobility aid is specifically designed so the batteries can be removed, you must follow these instructions:

    • Remove all lithium batteries according to the manufacturer's instructions.
    • Protect the removed batteries from short circuit, e.g. by covering exposed terminals with electrical tape.
    • In order to protect them from damage, place batteries individually in a protective pouch and take them with you as carry-on ‘cabin’ baggage.
    • The maximum battery power is 300Wh, or for devices fitted with two batteries, 160Wh each.
    • In addition, you're allowed to take one spare battery at max. 300Wh, or two spare batteries at max. 160Wh each.
    • Your wheelchair or mobility aid can be transported as ‘checked’ hold baggage without restriction.

    Passengers with limited ability to sit

    For security reasons, passengers are required to sit in the upright position while the plane is moving, during take off, in the event of mid-flight turbulence and during landing. For passengers who cannot remain in an upright position throughout the flight, an approved safety harness must be used for air travel. If you have any queries, please read the extended information for passengers with reduced mobility. For more information: ssr.ux@air-europa.com.

     

    Devices over 40 cm wide will not fit between the armrests, and therefore would not be sufficiently secure.

     

    Passengers travelling on a stretcher or whose needs are not covered by the auxiliary devices listed may apply the regulations for passenger on stretchers.

    CONTACTING THE U.S. DEPARTMENT OF TRANSPORTATION (DOT)

    The Air Carrier Access Act prohibits discrimination on the basis of disability in air travel and requires air carriers to accommodate the needs of passengers with disabilities. Download the U.S. Department of Transportation regulations for Non-Discrimination on the Basis of Disability in Air Travel.

     

    Consumers can obtain a copy of this Part 382, the regulations regarding nondiscrimination on the basis of disability in air travel, in an accessible format from the Department of Transportation by any of the following means:

    • For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY),
       
    • By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY),
       
    • By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590, and
       
    • On the Aviation Consumer Protection Division's Web site http://airconsumer.ost.dot.gov
  • Passengers with Illnesses

    Extra seat: passengers that need an extra seat

    • The passenger has the option to reserve one or two additional seats in order to ensure their utmost comfort for the duration of the flight. The cost of the seat will correspond with the price of the ticket that is available at the time of purchase, without including the amount charged as airport taxes.
    • The resident discount will only be applicable when the use of these seats is strictly necessary (corpulent person, cannot bend their knee,...)

    PASSENGERS IN CASTS

    • No medical certificate is required to travel with a cast on either arms or legs. However, the passenger must consider the 48 hour limit from the time that the cast is applied and the duration of the flight.

    FOR FLIGHTS LESS THAN 2 HOURS:

    • Within the first 48 hours of wearing a plaster: We recommend you wear the plaster cast open with a longitudinal cut, which can be carried out in the hospital or by the airport medical service. A medical certificate is not necessary and the passenger must sign a disclaimer, which can be requested at the check-in desk (except on US flights), stating the date on which they had the cast put on.
    • If the passenger is flying in the first 48 hours or later from when the cast was put on, it is NOT necessary for them to sign a disclaimer or a medical certificate.

    FOR FLIGHTS MORES THAN 2 HOURS:

    • Within the first 48 hours of wearing a plaster: The plaster cast must be open with a longitudinal cut; this can be carried out by the hospital or the airport medical service. A medical certificate is not necessary and the passenger must sign a disclaimer, which can be requested at the check-in desk (except on US flights), stating the date on which they had the cast put on.
    • If the passenger is flying in the first 48 hours or later from when the cast was put on, it is NOT necessary for them to sign a disclaimer or a medical certificate.
    • Passengers with lower limbs in a cast up to the waist or covering their whole leg must purchase the seats needed to keep their leg raised throughout the flight.

    Passengers on stretchers

    To transport a stretcher on an Air Europa flight, the following requirements must be met:

    • The stopover time on both arrival and departure must be over 90 minutes, the time needed to assemble and disassemble the stretcher.
    • For the assembly, nine spaces must be reserved and paid for.
    • There must be maintenance technicians at the arrival and departure airports.
    • The passenger must be travelling with medical staff.

    Passengers with physical or mental disabilities who require special attention will need to present a medical certificate confirming they are fit to fly and to sign a liability disclaimer before boarding. Any enquiries regarding this matter should be sent by fax for the attention of the Special Requirements Department of Air Europa at +34 971 923 284 FAX.

     

  • Passengers with Pets

    Pets must always be accompanied by their owners or authorized representatives. You must arrive at the airport early enough to complete the necessary paperwork.

    If you are travelling with your pet…

    • Get information on the requirements that must be met
    • Protect yourself and your pet against Rabies

    Pets in the cabin

    • Dogs, cats, birds (except birds of prey), fish, aquarium turtles and some rodents (hamsters, guinea pigs or small rabbits).
    • Pets (dogs and cats) must have all required vaccinations.
    • They must travel in an approved ventilated container.
    • They may travel in the cabin subject to the conditions for acceptance.
    • Non-refundable service
    • They may travel in the cabin for an additional fee, depending on the destination.
    • Carrier´s maximum sizes: 55x35x25 cm and the weight limitation is 8kg (pet + carrier)
    • Except for flights operated by ATR aircraft, where the weight cannot exceed 6 kg (pet + container) Only cats and dogs will be accepted.
    • Fares for Pets in cabin

      Mainland, Canary Islands and Balearic Islands EUR 25 USD 27 GBP 18
      Europe and Africa EUR 50
      USD 55
      GBP 36
      Long haul EUR 150
      USD 165
      GBP 110

    Pets in the hold

    • Amphibians, insects, crustaceans, reptiles (except aquarium turtles), rodents (other than hamsters, guinea pigs and small rabbits), ferrets and some breeds of dogs.
    • Pets (dogs and cats) must have all required vaccinations.
    • They must travel in an approved ventilated container.
    • Non-refundable service.
    • They will be transported in the hold on payment of a supplement, depending on the destination and conditions of acceptance.
    • Pets must be transported in IATA-approved rigid containers with a metal door, appropriate for carriage by air. Wire mesh or welded mesh containers are not acceptable.
    • Fares for Pets in the hold

      Mainland and Balearic Islands EUR 90 USD 100 GBP 64
      Europe, Canary Islands and Africa EUR 100
      USD 110
      GBP 71
      Long haul EUR 240
      USD 260
      GBP 170

    5. Hold limitation brachycephalic animals

    The carriage by air of brachycephalic breeds (snub nosed) involves an increased risk of breathing problems and overheating due to stress of flying, therefore:

    • Brachycephalic dogs and cats not exceeding 8 kg including their container are accepted as pet animals in cabin (PETC).
    • Brachycephalic dogs and cats exceeding 8 kg including their container are not accepted as live animals in hold.

    The following breeds of animals and their cross-breeds are considered as brachycephalic:

    • Dogs: Boston Terrier, Boxer, Brussels Griffon (Petit Brabançon), Chines Pug, Chow Chow, Dutch Pug (Mopshond, Mops Hund, Carlino), (English) Bulldog, English Toy Spaniel (King Charles Spaniel), French Bulldog, Valley Bulldog, French Mastiff (Dogue de Bordeaux), Lhasa Apso, Japanese Chin (Chin, Japanese Spaniel, Japanese Pug), Pekinese, Pug, Shar-Pei, Shih-Tzu, Tibetan Spaniel.
    • Cats: American Burmese, Exotic, Himalayan, Persian, British Shorthair.

    1.  Travelling in the European Union with your dog, cat or ferret

    To travel in the EU, your pet must have a:

    • European Pet Passport. 
    • Be identified with a microchip or tattoo (if this was made before 03/07/2011). 
    • Be vaccinated against Rabies with a valid vaccine in the time of the trip. 

    2.  Travelling to third countries with your dog, cat, or ferret

    To travel to a third country your pet must meet the requirements of that country:

    • Contact the Embassy or Consulate of the country.
    • Get further information on the website of the Ministry responsible for the country.
    • You can consult the Export Procedure of pets in CEXGAN. 

    If travelling to the following countries/territories you must comply with paragraph 1:

    Andorra, Switzerland, Faroe Islands, Gibraltar, Greenland, Iceland, Liechtenstein, Monaco, Norway, San Marino, city of the Vatican.

    3. Will you return with your dog, cat or ferret after visiting a third country?

    If you are travelling to one of the third countries included in Annex II of Regulation (EU) 577/2013 

    …To come back, your pet must meet the requirements indicated in paragraph 1.

    4. Will you return with your dog, cat or ferret after visiting a third country with a specific risk of Rabies?

    (Countries not included in paragraph 3)

    You pet must meet the requirements of paragraph 1, and in addition: 

    • Your pet must be subjected to a serological test in an approved laboratory before travelling. 
    • The test result must be greater than 0.5 UI.

    Failure to follow these rules:

    Puts yourself and your pet in danger. 

    • Will imply that your pet will not be allowed to re-enter the EU, will be quarantined or as a last resort will be euthanized.
    • For more information:  CEXGAN and GD SANCO:

    List of Authorized laboratories: 

    ¡Inform yourself if you are travelling with another type of animal!

  • Special Meals

    Special Meal acceptance policy SPML

    Air Europa may serve and/or offer products on board with ingredients that could contain allergens for some passengers with an intolerance or allergy including  traces of such products.  It is the passenger’s responsibility to carry the appropriate medication and other forms of protection that may be needed during the flight.

     

    For their own safety they must consider the following warnings and obligations:

    • If you suffer from any type of allergy or intolerance, you must always carry the necessary medication with you, including injectable medication, as you would in any other circumstance.
       
    • If you suffer from an allergy or intolerance to any type of food, including nuts, we cannot confirm that the menu offered on board is free from those substances.  It is impossible for Air Europa to guarantee this with their food suppliers (catering companies) and/or any suppliers they subcontract.  We also cannot guarantee that other passengers won’t bring on board food that contains substances and/or by-products to which you are allergic or intolerant.
       
    • We inform you that we do not have allergen “free zones”. Our aircraft are cleaned in compliance with the regulations of air transport but this cleaning does not guarantee the elimination of allergens and the air filters on the aircraft are not designed to eliminate such substances.  We can therefore not guarantee the absence of or exposure to such substances on board during the flight and we therefore urge you to take the necessary medical precautions in case of exposure.
       
    • As we are concerned for your well-being, and with your authorisation, we will inform the passengers seated near you of the situation in order to avoid the consumption of products that may cause a reaction.
       
    • Children that are extremely allergic to foods (including nuts) cannot travel as an unaccompanied minor

      The special foods that Air Europa can confirm are those recognised by IATA.  To check availability of these products, depending on the type of flight and class in which you are travelling,  please contact our Customer Service Centre:

      Telephone : 911 401 501 (when calling from Spain)
      Or the telephone number of the Call Center provided by each delegation
       
    • SPML requests from business passengers will be considered by the catering department and confirmed if possible.  However, we can never confirm the absence of traces.

    SPECIAL MEALS AVAILABLE

    On transatlantic flights and in Business Class on medium-haul flights, we provide a free meal made by our catering service. We also have special meals adapted to the needs of all our passengers. Special meals must be requested at least 48 hours in advance working days

     

    These are the special meals we offer:

    TYPE OF FOOD DESCRIPTION
    DIABETIC

    High fibre, low-fat and without added sugars. Between 600 and 800 calories per menu.

    GLUTEN INTOLERANT

    Does not contain gluten in any ingredients.

    LOW SALT

    Does not contain salt or foods with high salt content. Maximum of 120mg of sodium per 100g of food.

    LOW FAT

    Rich in complex carbohydrates. High in fibre. Low in saturated fats. Maximum 3g of fat per 100g of food.

    LOW CALORIE

    Rich in complex carbohydrates. High in fibre. Low in fat. Fewer than 400 calories per meal.

    BLAND DIET MENU

    With products easy to digest and not irritating to the stomach.

    LOW LACTOSE

    Does not contain dairy products and their derivatives.

    VEGETARIAN

    Lacto-ovo-vegetarian

    VEGAN

    Vegan meal (does not contain dairy products)

    HINDU VEGETARIAN MEAL (only available in Business Class)

    A meat-free, spicy meal with low dairy.

    ASIAN VEGETARIAN (only available in Business Class)

    Vegetables and fruit prepared in an Eastern style.

    RAW FRUIT AND VEGETABLES (only available in Business Class)

    Combination of raw fruit and vegetables.

    FRESH FRUITS (only available in Business Class)

    Locally grown fresh fruit.

    KOSHER MEAL

    Food selected, prepared and served to comply with Jewish dietary laws.

    MUSLIM MEAL

    Food selected, prepared and served to comply with Muslim dietary laws.

    HINDU MEAL

    Food prepared according to Hindu customs, complying with Hindu dietary practices and beliefs.

    JAIN MEAL

    Food prepared in the Indian style according to Jain customs and respecting Jain dietary practices and beliefs.

    CHILD MEAL

    Soft and easy to eat. Familiar and fun food for children.

    BABY MEAL

    Baby food. (Bottled baby food)

    FISH AND SEAFOOD (only available in Business Class)

    All types of fish and seafood.