FAQ

/FAQ
FAQ 2017-03-21T17:31:41+00:00

Before contacting Prague Airport call centre, please review the frequently asked questions with answers below.

 

Where can I rebook, change or cancel my flight ticket?

Tickets can sometimes be amended with the agent who sold you the ticket or directly with the airline operating the flight. Each ticket has different conditions; it is therefore important to contact your agent or airline about their specific conditions. Some airlines allow tickets to be rebooked directly through their websites.

 

Where can I rebook my flight ticket in the event the flight is cancelled?

If a flight is cancelled, you can rebook at the airport ticket counter of the handling company responsible for baggage on that particular flight. Some airlines allow tickets to be rebooked directly through their website.

 

I left my personal belongings on the plane; what should I do?

In the case of leaving belongings on board, you need to contact the airline that operated the flight or handling company that handled the flight. It is also recommended that you contact the Baggage Claim office at Prague Airport, where the particular airline might leave your lost belongings. Details of the handling company can be obtained through Prague Airport non-stop information (phone: +420 220 111 888).

 

On collecting my baggage, I realised it had been damaged.

In the event of damaged baggage, you need to file a complaint at the counter of the handling company that handled your particular flight. The complaints counters of all three handling companies are located in the baggage reclaim area at Terminal 1 and Terminal 2. The airline should be responsible for your luggage and should either repair it or provide a similar replacement if the damage is irreparable.

 

My baggage has not arrived yet.

Delayed baggage is located and distributed by the handling company responsible for baggage on that particular flight. Any queries regarding baggage should be addressed directly to the handling company. Details of the handling company can be obtained through the Prague Airport non-stop information line (phone: +420 220 113 314, +420 220 113 321).

 

I accidentally picked up somebody else’s luggage – what should I do?

All baggage claims are to be resolved by the handling company responsible for baggage on that particular flight. Details of the handling company can be obtained through the non-stop information line at Prague Airport (phone: +420 220 113 314, +420 220 113 321).

 

I just need to drop someone off / pick someone up. Where should I park?

A suitable solution to quickly pick up or drop off passengers is our short-term drop-on/off parking lots P1 / P2, located directly in front of the terminal buildings (second lane), for parking up to one hour – and you can take advantage of free parking for the first 15 minutes. For further information see the “Parking” section.

 

What time do you recommend to be present for check-in before departure? Each airline sets its own time when its check-in gates are closed, which can be anything from 1 hour to 20 minutes before the scheduled departure. For the exact time, consult with your airline. Generally it is recommended to be at the airport 1 hour 30 minutes before departure for short-haul EU flights (sometimes 1 hour can be sufficient if you have already checked-in online and you do not have any drop-off bags) and 2 hours 30 minutes for long-haul flights.

 

My flight has been significantly delayed: where I can apply for compensation? If you have been delayed for more than 4 hours, cancelled, or denied boarding, you might be entitled to compensation. At the airport there is also a special travel agency dealing with airline compensation claims (http://www.nahrady.cz).

 

What is the easiest way to get from the airport? At the moment the fastest way is by car or taxi. There are some plans to connect Prague Centre with the Airport by metro, but this has not been approved yet (and even if approved it might take at least 10 years to finalize the plans).

 

I am a person with reduced mobility, I have a handicap permit – and where is the best place to park at the airport?

Prague Airport provides parking free of charge for individuals with have handicap permits. If you have such a permit, you can park your vehicle in any parking lot provided with a gate system. The indoor and guarded area of Parking C is recommended. Before leaving, you will need to go to the dispatching centre on the ground floor of Parking C with your parking ticket and handicap permit where you will receive a new ticket with free exit from the parking lot (note – free parking does not apply to VIP parking – Parking C).

 

I left my belongings on the plane – what should I do?

In the event of an object being left on board, you need to contact the airline that operated the flight or handling company that handled the flight. Details of the handling company can be obtained from the Prague Airport non-stop information line (phone: +420 220 113 314, +420 220 113 321).

 

My hand luggage seems to have been stolen or lost while I was at the terminal – what should I do?

You should contact the police station at Prague Airport – phone number: +420 220 11 4444 or ask Prague Airport Information Desk for assistance.

 

My companion with whom I am flying has a disability – how can I arrange for the best and fastest possible check-in for her?

All passengers with disabilities or limited mobility, people with physical or other disabilities are provided with a free assistance service at the airport, provided by MaidPro Service s.r.o. The service is to be ordered 36 hours in advance by phone: +420 220 111 220 or +420 725 778 241. This assistance is available 24 hours a day.

 

I have only hand luggage; can I carry an umbrella?

Although an umbrella is not defined as a prohibited item by law, it is hard to say whether in terms of security, such an object shall be allowed on board or not. If it is a regular folding umbrella that fits into your hand luggage, then there is naturally no reason not to allow its transport. However, if the umbrella remains the length of a walking stick, then the security check will also examine the shape and length of the umbrella and its metal or plastic tips. In some cases, unfortunately, such umbrellas meet the definition of items whose shipments are prohibited in the cabin and may only be transported away from the passengers, i.e. in the cargo compartment of the aircraft. In this case, the airport security guard will consider the risk.

 

I am to fly to Prague with my dog; where can I pick him up upon arrival?

Animals can be picked up at the oversized baggage counter in the departure hall of Terminal 2.

 

How do I send a cat by plane?

Air transport of animals without their owner is provided by air cargo carriers; the animal is then shipped as cargo. However, there is no need to worry about the comfort of your pet during transport as it shall be placed in a special air-conditioned and lighted section. The animal must have an international vaccination certificate and comply with health conditions, restrictions and regulations of departure and destination.

 

I need only to drop off or pick up a friend. What is the best parking for short term?

A suitable solution to quickly pick up or drop off passengers is short-term parking lots P1 / P2, located directly in front of the terminal buildings. During one hour you can take advantage of free parking for the first 15 minutes.

 

Where can I apply for a VAT refund (Tax Free) and what is required?

If you do not reside within the European Community and your residence is in a third country (which must be obvious from your passport) and you do not pursue economic activities in the country, you are entitled to a refund of VAT paid on goods purchased in the Czech Republic. The price of goods to claim the VAT refund must be over 2000 CZK.

 

What are the Import Regulations?

Meat and dairy products cannot be imported from other than EU countries and a few neighbouring states.