FAQ – Questions and answers about your booking
General
What are the cancellation terms and conditions?
Please see our terms and conditions for cancellations.
How can I find out if my flight is affected by flight restrictions (e.g., a strike)?
Please check your flight status on the airline's website. Further details on dealing with flight restrictions.
Web check-in
When is web check-in possible from?
Details of online check-in terms and conditions can be found on your airline’s website.
Where can I find my web check-in code?
You need the airline’s booking code for online check-in. You will find this on the electronic flight tickets in your travel documents. In exceptional cases, our customer service will send you the booking code by e-mail up to 48 hours before departure. Click here for details of your airline's online check-in: Check-in
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Luggage
Is luggage included in my selected trip?
When selecting your flight, you can choose between Bag/NoBag fares if available. Please also pay attention to the respective conditions/offers of the airline.
Booking & Payment
How can I be sure that my booking is complete?
Immediately after booking, your booking number will be displayed, and you will also receive a booking confirmation sent to the email address provided during booking.
When is the point of contract formation?
By submitting the form in the booking process via the "Book with payment obligation" link, you are making a binding booking.
What are the possible payment methods?
You have three payment options: by credit card, direct debit or PayPal. Data transfer during the booking process is secured through SSL encryption.
How do I receive the invoice?
Our booking confirmation also serves as your invoice.
Can I use the benefits of the Eurowings credit card on Eurowings Holidays?
The benefits of the Eurowings credit card can only be applied when booking on eurowings.com.
Travel Documents
How will I receive my travel documents?
Immediately after booking, your booking number will be displayed, and you will also receive a booking confirmation sent to the email address provided during booking, along with the necessary travel documents.
Why can't I open the attachments in the email of my booking confirmation?
You can open and print the attached PDF files with Adobe Acrobat Reader. If this software is not installed on your computer, you can download Adobe Acrobat Reader for free from the internet. The link can be found here: https://get.adobe.com/de/reader/
Changes & Cancellation
Name Change: Can I change the name on my ticket?
In general, a name change is possible subject to availability. Please inquire about the costs and availability by contacting our customer service by phone or email.
Can I change or cancel a booked trip?
In most cases, free changes to bookings are not possible. Changes must be requested from our customer service. Please refer to our terms and conditions for information regarding cancellations.
How will I be informed of a change in flight times?
If your flight times change before the start of your trip, we will make every effort to reach you by email or phone to inform you of the changes in flight times. Therefore, it is important that you provide us with your email address and phone number in your booking. Please check the times of the respective airline before departure.
Additional Services
Is airport-to-hotel transfer included?
After selecting your flight and hotel, it is possible to add a transfer for some destinations. Pick-up will be arranged according to the booked transfer. All information can be found on your transfer voucher.
Can I cancel my transfer?
Cancellation of the transfer is possible up to 48 hours before departure. A fee of 5 euros per person will be retained. The remaining amount will be refunded to the payment method provided in your booking. Please contact our customer service for this.
When will I receive my car rental voucher?
The car rental voucher will be sent to you in a separate email no later than 48 hours after your booking. Please print your voucher and keep it with you during your trip. This does not apply to offers that include a rental car.
How can I add insurance?
We recommend that you take out insurance before completing your trip. Possible insurance services will be displayed to you before completing your trip.
Online check-in / Airport check-in
When do I need to check in?
Airport check-in begins approximately 120 minutes before departure. We recommend that you arrive at the counter at least 120 minutes before departure, as otherwise, carriage may be refused! Late arrival is considered "non-appearance." Your flight entitlement expires in case of non-appearance. We recommend a free online check-in in advance.
How does online check-in work?
Online check-in is now available with all airlines. Details on the online check-in conditions and terms can be found on the airline's website. To complete online check-in, you will need the airline's booking code, which can be found on the electronic flight tickets in your travel documents. In exceptional cases, you will receive the booking code by email from our customer service up to 48 hours before departure.
Details on your airline's online check-in can be found here: Check-in
How do I proceed with online check-in?
Airport check-in is chargeable in many cases. The airline you have booked offers online check-in. You can complete this free of charge from 30 days up to 2 hours before the planned departure time.
Feedback / Complaints after the trip
How can I make a complaint?
Did your vacation not live up to its promises? Were there travel defects that could not be resolved on-site? Then you can file a complaint with us.
When will I receive a response to my complaint?
After receiving your complaint, we will promptly review your request and get back to you. Please understand that in the peak season, the review process may take up to 3 months in individual cases.
Contact Us:
Our service team is available from Monday to Friday from 8:00 - 20:00 and Saturday, Sunday and public holidays from 10:00 - 18:00.
Telephone: +49 (0) 7221 96 90 363
E-mail: service.ewh@hlx.com