Frequently Asked Questions

My flight is cancelled due to Government-applied measures. What are my options?

If your flight is cancelled, you can change your reservation to a later date free of charge thanks to our no rebooking fees policy. We will notify you via e-mail on how to proceed, outlining your options. If you have purchased your ticket through a ticketing agent, you will be informed by them.

How can I change the reservation for the cancelled flight to a later date?

You can use the My bookings section of our website or contact our customer helpline at: +420 284 000 602. If you have purchased your ticket through a ticketing agent, please contact the point of sale.

How can I find out if my flight is cancelled?

You can review your flight details under the My bookings section of our website. If your flight is cancelled, we will inform you via e-mail. If you have purchased your ticket through a ticketing agent, you will be informed by them.

How can I find out if my flight is operating?

Government measures may be applied for pre-set periods of time in individual states and, as such, may not affect your flight. You can review the updated flight schedule via the My bookings section of our website or by contacting your ticketing agent.

Where can I review the measures applied by the country from/to which I am flying?

Many countries are currently imposing restrictions on entry to their territories. Conditions of entry may vary in individual countries and may change over a short period of time. Therefore, it is advised to continue reviewing the measures applied by the country of your final destination regarding the movement of people.
The updated overview is available here.

I was unable to get through to the customer helpline. How shall I proceed?

We are sorry if you had to wait to be connected to an operator. We are currently processing an above-average number of calls. Therefore, it may not be possible to connect you to an operator immediately.
If it is not an emergency or if there are more than 48 hours to the scheduled departure of your flight, please try calling back later.

How can I use the EMD (Electronic Miscellaneous Document) Issued Due To COVID‑19?

The EMD (Electronic Miscellaneous Document) issued to replace the original ticket for a flight cancelled due to measures applied in connection with the COVID 19 disease is valid for one (1) year. You can use the EMD to purchase a Czech Airlines-operated flight ticket and additional services on Czech Airlines-operated flights. If you do not use the EMD, issued in exchange for tickets newly purchased on/after 11 March 2021, you can request a refund after the EMD expires. For all other EMD, you can refer to the conditions mentioned here.

How/where can I get a tax receipt for my ticket?

To get a tax receipt for a Czech Airlines ticket, it is necessary to fill in an online form. A receipt can only be requested provided that you have purchased a Czech Airlines ticket via our:

• website,
• mobile application,
• contact centre.

If your ticket was issued by a subject other than Czech Airlines, e.g. a travel agency, you will need to contact the ticketing agent with the tax receipt request.

How can I correct an error in an application for a tax receipt for a ticket?

Before sending an application for a tax receipt for a ticket, please carefully check that all the details you have entered are correct. The information cannot be changed or new information added after you have sent the application.
Any subsequent application for a tax receipt for the same ticket will be disregarded.

Tax Receipts for Purchased Tickets

Do children under the age of two have to have their own ticket?

Each passenger must have a valid ticket issued in their name. This also applies without exception to children under the age of 2. More information can be found in the Travelling with children section.

What discount on the price of tickets do you provide to children?

The discount for a child under the age of two depends on whether the child travels on an adult’s lap or has their own seat booked.
We provide children aged from 2 to 12 with a 25 % discount on the price of flights operated by Czech Airlines.
Tickets for children over the age of 12 cost the same as an adult ticket.
Some airports provide children with a discount on airport fees, depending on their age
More information can be found in the Travelling with children section.

What free baggage entitlements do children have?

The free baggage limits for children depend on:

• whether the child travels on an adult’s lap or has their own seat booked,
• the price package in which the ticket was purchased.

Detailed information about the rules for children’s cabin and checked baggage can be found in the Travelling with children section.

Does a child have to travel in a special seat or car seat?

For safety reasons, children under the age of two must travel:

• on an adult’s lap or,
• separately on a seat in a car safety seat certified for air travel,
• or in a children’s cot.

Other advice and instruction on travelling with children under 2 years of age can be found in the travelling with children section.

Can a child fly on their own, without an adult chaperone?

Children can travel alone, without adult supervision or accompaniment, on Czech Airlines-operated flights provided they are 12 years of age or older. Some countries apply different legal restrictions regarding children travelling alone. Please check the rules with the respective embassy. Children under 6 years of age may not travel alone.
Děti ve věku od 6 do 11 let mohou cestovat samostatně pouze s využitím služby Nedoprovázené dítě.
Children from 6 to 11 years of age can travel alone only if the Unaccompanied Minor service is booked. Learn more about the service here.

How much does the Unaccompanied Minor service cost?

A summary of the fees for the Unaccompanied Minor service can be found here.

What shall I do when, upon checking my reservation or purchased tickets using the MY BOOKINGS application on Czech Airlines’ website, the system reports: “Reservation Not Found”?

Please check the way you spelled your name and surname, entered the reservation code or ticket number looking for typing errors. Surnames must be filled in without diacritic, just as they appear on tickets. Reservation codes are unique six-digit sequences of letters and/or numbers. Czech Airlines ticket numbers are unique 13-digit codes starting 064.

If you are repeatedly unable to log into the My bookings application and you hold a Czech Airlines ticket purchased via our website, please reach out to our contact centre.

If you have purchased your ticket with a subject other than Czech Airlines, please contact the ticket selling point.

What refreshments do you provide on flights operated by Czech Airlines?

The refreshments we provide and offer on our flights depend on the length of the flight and the aircraft type. More detailed information can be found in the Refreshments on board Czech Airlines section.

What refreshments can I purchase during the flight?

During the flight you can choose and purchase beverages and light snacks from our BISTRO-ON-BOARD range of on‑board refreshments. More detailed information can be found in the Refreshments on board Czech Airlines section.

Can I take my own food and/or drink on board?

You may take your own light refreshments with you on board our flights. Please see the rules for carrying liquids in cabin baggage. When choosing your own refreshments please be considerate of your fellow passengers and the cabin crew. We do not recommend refreshments that are strongly aromatic or which spoil quickly.

When can I check in online for my flight?

You can check in for your flight up to 36 hours before departure. Online check-in closes one hour before the scheduled departure of your flight. Exceptions and more details regarding online check-in are available here.

What do I do if I am unable to check in for my flight online?

Operating Carrier

Please ensure that you are trying to check in for a Czech Airlines-operated flight. Flights marked OK 3000 to OK 5999 are operated by partner carriers. You will find the name of the carrier on your ticket. To check in for these flights, you will have to go to the website of the operating carrier. If you are unable to check in for the flight using the operating carrier’s website, please check in at the airport via a check-in desk.

Special Service Requested in Reservation

If you have requested assistance at the airport or purchased the Unaccompanied Minor service, you will not be able to check in online. Please use check-in desks at the airport to check in for your flight.

Check in Time

Checking in for Czech Airlines-operated flights is possible from 36 to 1 hour prior to the scheduled departure of the flight, with the following exceptions. It is not possible to check in for our flights earlier than that. Please note that on most of our flights, check-in closes 40 minutes prior to the scheduled departure time. Check-in for Beirut and Riyadh flights terminates one hour before the scheduled departure.

Unpaid Additional Service

If you have selected one of our additional services during booking, e.g. preferred seat or baggage in excess of the free allowance, and have failed to pay for the service, you will not be able to check in online for your flight. Please pay for the selected service first and then repeat your attempt to check in online.

If you are unable to check in online for your flight, please use check-in desks at the airport.

What is GDPR?

GDPR (General Data Protection Regulation) is the new Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data with effect from 25 May 2018. In the Czech Republic, it is partially repealing Act No. 101/2000 Coll., on Personal Data Protection, as amended. The Regulation will thus apply to all administrators and personal data processors with registered seats in the EU or involved in processing the personal data of EU citizens.

What constitutes personal data and why is it important to protect them?

Personal data are primarily, but not limited to, name, surname, date of birth, passport and ID card number, e-mail and postal address. However, according to GDPR, personal data is any information or fact which leads to the identification or identifiability of a particular person. Any information which can be connected with a particular person may thus become personal data.

It is important to protect personal data in a proper manner so as to prevent their abuse. Unfortunately, personal data trade is a common practice in some countries. In better scenarios, such practice only leads to the unauthorised mailing of advertising materials, spam and other offers. In worse cases, personal identity theft may result from such trade. In the EU, such cases are rather rare.

Are all personal data the same?

As used to be the case, GDPR also distinguishes several personal data categories. It recognises a class of special personal data, until now commonly referred to as sensitive personal data. These include information regarding political views, ethnicity, health status, sexual orientation, genetic and biometric data, etc. Upon processing this personal data category, it is important to pay special attention to their protection.

What changes are introduced by GDPR and why were these changes necessary?

GDPR significantly enhances the rights of natural persons with whom the personal data are connected, i.e.: the personal data subjects, and allows them to learn in an easy way who handles their personal data, where and how. It also focuses more on administrators and processors of personal data and their knowledge as to what happens to the personal data provided.
Personal data are a tradable commodity which can easily be abused. Therefore, it was necessary to enhance the ways in which natural persons control their personal data. The new legislation also makes the work of supervisory bodies easier. However, GDPR’s prime purpose is to prevent personal data abuse and to ensure such abuse is efficiently and quickly stopped.

How is GDPR going to affect me?

It is possible that in particular cases we will contact you requesting your answer to our question as to whether or not you wish to continue receiving our newsletters and remain among the first people to learn about our interesting offers prepared for you. If you are one of our loyalty programme members, we will contact you with a request to let us know whether or not you would like to continue enjoying the benefits based on your membership and status.

Why does Czech Airlines need my personal data?

We provide air transport to dozens of countries in the world. Some of your personal data are needed for the booking, issuance and mailing of tickets, checking you in and providing you with additional services.

Does Czech Airlines share my personal data with anyone?

We have to share certain information with our partners, to check you, your co‑travellers, baggage and pets for your flight, or to secure the services you have booked with us (for example, in‑flight refreshments, travel insurance or lounge visits). We only share information vital for ensuring flight safety and the provision of the services you ordered. We apply strict criteria to partners with whom we have to share your data and subject them to reviews on a regular basis.

Where and how can I file a claim for delayed baggage?

Advice on what to do if your baggage is delayed can be found in the Delayed baggage section.

Where and how can I file a claim for damaged baggage?

Advice on what to do if your baggage is damaged can be found in the Damaged baggage section.

Where and how can I file a claim concerning the flight?

You can send us your claim using the on-line form.

Where and how can I file a general claim, suggestion or praise?

You may send us your suggestions or opinions using our on-line form.

How do I know that I am purchasing a flight operated by Czech Airlines?

When purchasing your ticket on our website, the step where you select the departure and/or return date shows the name of the carrier by each flight, next to the information about the duration of the light or number of transfers. With Czech Airlines flights, our logo is also displayed in addition to the company’s name in English.

Clicking the “Display detail” link and then the flight number will display additional information, such as the type of aircraft and the name of the carrier.

The information shown may vary if you purchase your ticket from anywhere other than Czech Airlines.

How do I find out who is operating the flight I have purchased a ticket for?

The name of the carrier is displayed on the Czech Airlines ticket for each flight.

You can also find information about the carrier after logging in to our My bookings on‑line application, after your itinerary has been displayed and you have clicked on the flight number.

How do I find out the type of aircraft to be used for my flight?

If you purchase your ticket on our website, you can find information about the aircraft you will be flying on after clicking the “Display detail” link, which appears for each flight we offer, and then clicking on the flight number.

If you have already purchased your ticket, you can also find information about the aircraft you will be flying on after logging in to our My bookings on-line application, after your itinerary has been displayed and you have clicked on the flight number. Please note that the aircraft type may be changed, depending on the current situation.

We cannot guarantee that information about the aircraft will be correct if you purchase your ticket from anywhere other than Czech Airlines.

How do I find out how many air miles I get for my flight?

The number of air miles you can get for your flight depends on:

• the airline for which the ticket was issued,
• the travel class and,
• the booking class in which you purchased your ticket.

Information about the number of air miles you can get for your flight is displayed on our website when you purchase your ticket, in the “OK Plus Miles” section of the summary of selected flights.

OK Plus members can calculate the number of miles they will get for their planned flights using the “Mile Calculator”, available on our website after logging in to the loyalty programme.

You can register for the Czech Airlines OK Plus loyalty programme on-line.

Don’t forget to enter your loyalty programme membership number in your booking when purchasing your ticket. If you do not do this earlier than 24 hours before departure, we cannot guarantee that you will receive all the benefits available from your membership and status in the Czech Airlines OK Plus loyalty programme. This also ensures that your miles are automatically credited to your account.

We cannot guarantee that your miles will be displayed correctly if you purchase your ticket from anywhere other than Czech Airlines.

What should I do if my air miles are not credited?

V případě, že jste členem věrnostního programu Českých aerolinií OK Plus, nenačtení mil prosím reklamujte prostřednictvím formuláře „Reklamace mil“ na našich webových stránkách po přihlášení do OK Plus.

If you are a member of the Czech Airlines OK Plus loyalty programme, please file a claim stating that your miles have not been credited using the “Claiming Miles” form on our website after logging in to OK Plus.

If you are a member of a partner airline’s loyalty programme, contact your loyalty programme operator regarding non-credited air miles with Czech Airlines.

We recommend entering your loyalty programme membership number when purchasing your ticket. This ensures that your miles are automatically credited to your loyalty programme account.

Until when can miles for flights be retrospectively credited?

Miles for Czech Airlines tickets you use can be credited retrospectively no later than within 12 months of the dates of the flights. With other partner airlines the retrospective crediting of air miles may vary. More details about the rules for retrospectively crediting air miles can be found in our OK PLUS loyalty programme.

I forgot to enter my loyalty programme number into my booking. Can I add it?

You can enter your loyalty programme number into your booking at any time before your departure, using our my bookings on-line application. However, we recommend entering it at least 24 hours before departure. If you do not do so, we cannot guarantee that you will receive all the benefits available from your membership and status in the Czech Airlines OK Plus loyalty programme.

How to proceed when I cannot log into my OK PLUS account?

Cannot log in to your OK PLUS account? Have you forgotten your password? Learn more here.

Why is it necessary to provide my consent to the new OK Plus membership terms and conditions by 18 May 2018?

On 25 May 2018, a new EU Regulation on the protection of personal data (General Data Protection Regulation – GDPR) comes into effect. Thus, the OK Plus membership conditions have been adjusted accordingly. In line with the terms of the new Regulation, in particular cases, we have to ask you to provide us with your consent to the new OK Plus membership terms and conditions if you wish to remain a member of our loyalty programme and continue enjoying all their perks. You can review the new OK Plus terms and conditions here.

What is the difference between the new and the old OK Plus membership terms and conditions?

With regard to transparency requirements, the new terms provide better information on with whom your personal data are shared and how they are used. In addition, we have also adjusted the minimum age for enrolling in the OK Plus membership programme without the consent of a legal (court appointed) representative.

What happens if I do not agree to the new OK Plus programme terms and conditions?

We will greatly regret your decision to not provide us with your consent to the new OK Plus membership terms and conditions, but we will respect it. As a result, we will have to delete all personal data with which you have provided us during your OK Plus membership, which in practice means closing and deleting your OK Plus account, including the miles you have collected.

Is my OK Plus account cancellation irreversible?

Yes. Upon your account cancellation, we will delete all your personal data, your account and your collected miles. After that, we will have no way of identifying you. If you decide to re-enrol in one of our loyalty membership programmes, you will have to go through the standard registration process and provide your consent to the OK Plus programme terms and conditions.

What do I do when I get a new e-mail address?

Please log-in to your profile on OK Plus at czechairlines.com and change it.

Why is the consent of a legal guardian required for juveniles under 16 years of age?

This step is also dictated by the new legislative regarding personal data protection (GDPR). By providing consent to the OK Plus terms and conditions, customers enter into a programme membership agreement. Based on the serious nature of the agreement and the fact that, under certain conditions, personal data may be used for mailing commercial messages, people under 16 years of age have their OK Plus membership conditioned by the consent of their legal (court appointed) representative.

What happens if the legal representative does not provide their consent?

If a legal (court appointed) representative of a person under 16 years of age does not provide their consent to the OK Plus membership terms and conditions, we will be forced to apply the same measures pertinent to people over 16 years of age. We will have to delete all personal data with which the person has provided us during their OK Plus membership, which in practice means closing and deleting their OK Plus account, including the miles collected.

What personal data must be provided in the OK Plus membership application form?

When entering into an agreement for OK Plus programme membership, it is necessary to provide your name, surname, age and e-mail address. Without the data, we are not able to identify you under the programme. If you decide to use additional perks connected with your OK Plus programme membership, we will also need your mailing address, to which we will send you a membership card of a higher level.

Where can I check the rules and regulations governing cabin baggage transport on Czech Airlines-operated flights?

Detailed information is available in the Cabin baggage section.

Where can I check the rules and regulations governing checked baggage transport on Czech Airlines-operated flights?

Detailed information is available in the Checked baggage section.

Where can I check the rules and regulations governing musical instruments and valuable and fragile items transport on Czech Airlines-operated flights?

Detailed information regarding the transport of musical instruments and valuable and fragile items is available in the Valuable and fragile items section.

Where can I check the rules and regulations governing sports equipment transport on Czech Airlines-operated flights?

Detailed information is available in the Sports equipment section.

How many cabin bags may I take on board?

Information regarding the number, weight and sizes of cabin baggage allowance is available in the Cabin baggage section.

What is the maximum size of cabin baggage?

Information regarding the number, weight and sizes of cabin baggage allowance is available in the Cabin baggage section.

How many chacked bags can I check for free?

Information regarding the number, weight and sizes of chacked baggage allowance is available in the Checked baggage section.

How do I find out how much baggage and what weight is included in the price of the ticket?

If you purchased your ticket on our website, through our contact centre or in one of our sales offices, the number of checked baggage items you can check in for your flight is stated on the ticket.

You can also check the limits for cabin and checked baggage on your flight using the “My bookings” on-line application on our website.

If you check in for your flight on-line, the number of items of cabin and checked baggage is also stated on your boarding pass.

Information about the weights and sizes of cabin baggage permitted on flights operated by Czech Airlines can be found in the Cabin baggage section; information about the weights and sizes of Checked baggage can be found in the Checked Baggage section.

We cannot guarantee that the number of cabin and checked baggage items will be displayed correctly on your ticket if you purchased it from anywhere other than Czech Airlines.

Besides cabin baggage, can I also take a laptop / handbag / suit / wedding dress / umbrella on board?

Items purchased from the airport, at Duty Free, laptop bags, handbags, briefcases, umbrellas, etc., are treated as small personal bags.

Information about the rules for carrying small personal bags and cabin baggage on flights operated by Czech Airlines can be found in the Cabin baggage section.

How much do I pay for excess cabin baggage?

Cabin baggage that exceeds the permitted number, weight and/or size will be carried as checked baggage for the appropriate fee.

We recommend purchasing baggage excess or additional baggage in advance, before arriving at the airport. You can do so on our website using the MY BOOKINGS on-line application or when checking in for your flight on-line. This will save you time and money.

How much do I pay for excess of checked baggage?

The fees for exceeding the permitted weight of checked baggage can be found in the Excess baggage section.

Do not wait until you get to the airport to purchase excess checked baggage. We recommend purchasing it in advance, before arriving at the airport. You can do so on our website using the My bookings on-line application. This will save you time.

How much do I pay for another item of checked baggage?

The fees for carrying another checked baggage item can be found in the Excess baggage section.

Do not wait until you get to the airport to purchase an additional checked baggage item. We recommend purchasing it in advance, before arriving at the airport. You can do so on our website using the my bookings on-line application or when checking in for your flight on-line. This will save you time and money.

What should I do if my baggage does not arrive at the destination?

We apologise if your baggage has been delayed on arrival. Please report any delayed baggage at the baggage claims desk at the airport. Advice on how to proceed in such situations can be found in the Delayed baggage section.

Can I change my departure / return date?

You can change your departure / return date on our website using the My bookings on-line application, through our contact centre or with your air ticket retailer.

You may change the dates of flights operated by Czech Airlines before the departure of your flight or within 72 hours of the original departure time, regardless of the price package in which you purchased the ticket. The terms for flights operated by partner airlines may vary.

A fee is charged for this service, depending on the price package in which you purchased the ticket. A summary of the fees for changing departure or arrival dates can be found in the Changes to reservations section.

Can I change the passenger’s name on the ticket?

It is not possible to completely change the name of the passenger on the ticket. In such cases the ticket may be cancelled pursuant to the terms of the price package and a new ticket may be issued, with the correct name or a new passenger.

If you have made a typing error when entering a name, please get in touch with our contact centre.

I am unable to fly; can I cancel the ticket and get a refund?

An unused or partially used ticket can be cancelled and a refund can be claimed depending on the price package in which the ticket was purchased. More information about the terms of refunds can be found in the Ticket refunds section.

Where can I claim a refund on my ticket?

I you purchased your ticket on our website, i.e. at csa.cz or czechairlines.com, you can claim a refund on-line or via our contact centre.
In other cases, please contact your airline ticket retailer.

Can I travel with an animal?

Passengers can travel with an animal under certain conditions. A fee is usually charged for this service.
The conditions for carrying animals may differ from country to country. Before purchasing your ticket you should therefore check whether live animals can be transported to your destination country.
Information about travelling with animals and a summary of the fees for carrying animals can be found in the travelling with animals section.

Can I take a dog into the UK?

We do not carry animals on flights to or from the UK.

Does an animal have to have its own ticket?

Animals on board do not have their own ticket. We will issue you with a separate bill for carrying an animal; this will be attached to your ticket and serves as your pet’s “air ticket”.

How much does it cost to carry an animal?

The price varies depending on the species, size and weight of the animal. Detailed information about fees for carrying animals can be found in the Travelling with animals section.