FAQ

/FAQ
FAQ 2018-04-02T23:07:19+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.

 

Are there limits how much money I can carry on?

You can only carry up to EUR 10,000 across the border (or equivalent in different currency). If you need more cash, you must report this to the customs authorities. You might be required to provide detailed information about money to comply with the anti-money laundering law.

If you are travelling from one EU country to another, you must report this in both countries. Otherwise, the customs officers may seize the carried amount. Remember that the customs authorities may perform personal searches.

 

What are the Import Regulations?

Meat and dairy products cannot be imported from other than EU countries and a few neighbouring states. Limits on the transportation of alcohol, tobacco, cash and other assorted items across borders within the EU can be found here https://europa.eu/youreurope/citizens/travel/carry/alcohol-tobacco-cash/

 

Can I take medication on the plane? What are the restrictions?

If you need to have medication with you during the flight (or you are only travelling with hand baggage), some exceptions to the general rules regarding restrictions on liquids, sprays and gels on board the plane will apply to you. Any medication (required during the flight) can be transported without restrictions on the packaging volume, however you should always report this to the security check staff. It is always recommended to take the prescription from your doctor or confirmation from the medical facility with you. Airport security staff may ask for such a confirmation.

Eye-drops or painkillers are always deemed necessary medication and can be carried without any volume restrictions.

When travelling to certain countries it is recommended (in some states it is required) to carry a valid record of vaccination on an international vaccination card.

 

I am changing to another flight in Prague. Will my bag be automatically transferred?

If you are changing to another flight at Prague Airport, we advise you to check in advance at your original departure airport, whether your baggage will be checked in until your final destination. Otherwise you will need to reclaim your baggage after arrival and check it in again before the other flight.

 

Should I lock my baggage before checking in?

It is recommended to lock your baggage, preferably using a security TSA lock (with the diamond symbol). This will make it possible for security personnel to check the contents of your baggage without any damage.

 

What is the maximum size and weight of checked-in baggage?

Each airline has different size and weight limits. Please contact your airline before you fly for detailed information.

 

Oversize baggage – Departures

If you are going to travel with oversize or non-standard baggage, we recommend that you consult the check-in for your airline as soon as possible. The conditions of transport of such baggage may vary with individual airlines.

The following items are considered as non-standard or oversize baggage: Non-standard Skis, Snowboard, Pram, Golf bag, Surf board, Hockey stick, Paddles, Larger musical instrument, Bicycle and Sunshade.

 

How to check-in oversize baggage

If you plan to check-in non-standard baggage, we recommend that you inform your airline (or travel agency) of this as early as when you are booking or buying a ticket, and consult the check-in conditions in advance.

At the airport, go to the classic check-in counter and inform the check-in staff of the oversize baggage.

The staff will check in the baggage, label the baggage with a baggage tag and ensure transport of the baggage to the oversize baggage counter.

Your baggage will then be taken care of by the handling company’s staff. You may proceed to the security check (Terminal 2) or passport control (Terminal 1). At your destination, pick up your baggage at the oversize baggage counter.

The special oversize baggage counter is located in the departure lounges of both Terminal 1 and 2.

 

What kind of animals are allowed to be transported in hand baggage?

The rules for the transport of animals in hand baggage differ depending on the airline. Therefore, we advise you to always get this information from your airline company in advance.

 

I wish to travel with a pram/pushchair. Can I use my own?

At the Airport, if you are travelling with your own pram/pushchair, you can usually use it until you board the plane. It is necessary to hand the pram/pushchair in at the gate and the handling company staff will take care of putting it into the baggage hold or another designated space inside the aeroplane. The particular requirements regarding the transport of prams/pushchairs always depend on the respective airline company and the load of the actual flight. Your pram/pushchair also has to pass security control.

If you do not need your pram/pushchair while you are at the Airport, you can check it in and hand it in at the check-in counters and borrow one of our pushchairs free of charge. You will find them in Terminal 1 behind the passport control zone and in Terminal 2 behind the security control zone, or at one of the many points available in the terminals. You are allowed to use those pushchairs throughout your time at the Airport until you arrive at your gate.

 

Where do I pay the overweight fees for my checked-in baggage?

The overweight fees are usually paid at the check-in desk or at the counter of your airline company. Please note that airlines at check-in might not accept cash, or you might need to go to the airline’s office.

 

Can I park free of charge at the Airport?

There is free collect/drop-off for up to 15 minutes at the Express Car Park, right in front of the terminals. Parking is free of charge for the first 15 minutes and costs CZK 100 for 16-30 minutes, then the charge is CZK 100 per 30 minutes. If you re-enter within one hour, there is no free 15-minute period.

If you expect to wait longer or you plan to meet the person inside the airport, it is recommended to use the PB Economy and PC Comfort short-term car parks with an hourly rate of CZK 50 per hour.

 

From which terminal will my flight depart?

The terminals at the Airport are differentiated depending on the country you are travelling to. Terminal 1 is intended solely for flights to countries outside the Schengen Area. Terminal 2 looks after passengers flying to countries in the Schengen Area. Terminal 3 is designated for private/government and certain chartered flights. Information about the terminal should be mentioned on your travel document.

 

I have only hand luggage only. Do I need to go to the check-in counter?

If you only travel with hand luggage, you do not have to present yourself at a check-in counter and you can check in either through self-check-in kiosks, online, or within your airline’s mobile app. With a boarding pass (printed or on your mobile device), you can go directly to your passport / security check.

 

What are my travel options to the city centre?

When travelling from the Airport, you can take a public transport bus, which depart every few minutes from outside both terminals. Line 100 to Zličín (Metro B-line), line 119 to Nádraží Veleslavín (Metro A-line) or line 191 to Anděl (Metro B-line). If you want to travel to the main railway station, you can take the special Airport Express bus. Or you can take a taxi from the airport. There are also direct shuttle buses provided by LeoExpress or Prague Airport Transfers. Alternatively, you might rent a car directly at the airport.

Contact Info

Letiště Praha, a. s., K Letišti 6/1019, 160 08 Praha 6, Czech Republic

Phone: +420 220 111 888

Web: Prague Airport Website

News

Download Free Prague Guide