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Home / Information for passengers / Frequently asked questions about airBaltic.com

Frequently asked questions about airBaltic.com

What services are available on airBaltic.com?

The main service on airBaltic.com is the airBaltic Internet Booking Engine, which is available on the home page. Here you can buy tickets on airBaltic and partner airlines’ flights, rent a car and book a hotel at your destination.
Another important service is online check-in. By visiting the "Check-in online" section you can check-in for almost all airBaltic flights operating from Riga, Vilnius, Vienna, Zurich, Bergen and Stavanger. Find out more information at the "Check-in online" section.
In the "Flights" section you can check airBaltic and partner airlines’ flight schedules.
Those who want to travel in groups of 10 or more should visit the "Group booking" section and apply for group tickets.
In the "Travel information" section you will find information regarding baggage regulations, travel documents, in-flight service and other flight-related information.
Frequent travellers are welcome to visit the "EuroBonus" section to find out how to earn bonus points on each trip with airBaltic and our partner airlines.
In the "Online payment" section we offer online payment services for those who want to pay online for tickets booked at our ticket offices or via our reservations line, pay for rebooking, name change and baggage, additional baggage items and special baggage.
If you need travel insurance, no problem – just go to the "Travel insurance" section. Similarly, if you need a hotel, enter the "Hotels" section and for car rentals visit the "Car rental" section.
To some destinations (mainly for travellers to Riga) we offer "Travel packages" consisting of a flight ticket, hotel, transfers and further additional services of your choice.
Visit our "Internet shop" if you are looking for airline souvenirs, and don’t forget to check our "Vacancies" section if you would like to join our team.

Frequently asked questions about purchasing tickets on airBaltic.com

Where can I get help if I don’t understand something in the booking process?
Next to each paragraph during the booking process you will find small information image. Click on it and more information will pop-up in new window. Just make sure pop-ups aren’t disabled on your computer.

How many times can I search to find a flight and fare that suits me?
The number of searches you can perform on airBaltic.com is unlimited. Just make sure you carry out your searches in a single window of your Internet browser – opening multiple browser windows while using the Internet Booking Engine may result in booking the wrong travel dates if several different sessions are in progress at once. If you have decided to purchase ticket(s) but have opened several windows then please close them all, open airBaltic.com in a completely new browser window and start the booking process there.

For how many passengers is it possible to buy tickets on airBaltic.com?
One single booking can include up to 9 passengers. If your group is of 10 or more, please split passengers into separate bookings or visit the "Group booking" section of our website and apply for a group ticket.

Is it possible to book tickets for unaccompanied children?
At the present moment it is not possible to book ticket on airBaltic.com for children travelling alone. We kindly ask you to contact our reservations offices to book ticket for unaccompanied children.

What is the e-voucher code?
The e-voucher code is a code containing 10 figures that we give to customers while running special promotions. By entering this code you can get special prices on certain destinations and flights. If you don’t have a code, please proceed with your booking, leaving the e-voucher code field empty.

What if the destination I want to travel to isn’t available for selection or there are no flights returned?
On our Internet Booking Engine we offer destinations served by airBaltic and partner airlines. From time to time this list might change. If you don’t find your destination in the available selection boxes please contact our reservations offices. Sometimes it might happen that a search returns no flights. This can happen due to schedule changes, but it doesn’t necessarily mean there is no way of reaching your destination. We kindly ask you to contact our reservations offices.

What if I don’t see any flights I’m interested in on the flights screen?
It might be that a flight isn’t available on the day you selected, or it may be that the flight is available through our reservations offices only. Please contact them to continue your booking.

What should I do if I select an outbound flight fare and suddenly find that my preferred inbound flight fare is no longer available?
It might happen that your inbound flight fare isn’t combinable with your outbound flight fare. Please choose another fare for your outbound flight if possible, choose another fare, choose other travel dates or book outbound and inbound flights separately.

Is the fare that I see on the Select page a guaranteed fare? Will I get it if I choose it?
No, this isn’t a guaranteed fare. We cannot guarantee a fare before payment is accepted and you see your booking’s Confirmation page. This is because availability changes all the time due to other customers buying tickets in the same or different sales channels. If this happens you will get a message saying that the fare you have selected is sold out. You will have to start booking from the beginning again and choose the next available fare. If you still see the same fare displaying in the system, this may be due to a system error and we would kindly ask you to contact our reservations offices to continue with your booking. We are sorry for any inconvenience caused under such circumstances.

Can I purchase ticket even if I’m not a registered airBaltic.com customer?
Yes, you can. Just skip login and continue booking as a non-registered customer. During the next step of the booking process you will have the chance to choose a password and then next time you purchase a ticket on airBaltic.com you will be able to retrieve your data. Being registered on airBaltic.com gives you the chance to retrieve your booking(s) any time before flight departure simply by entering your e-mail address and password.

What should I do if I have forgotten my profile password?
Just click on "Forgot your password link" and follow the instructions.

Can I use my profile details to purchase tickets for another person?
Yes you can, but remember that by default the passenger name field will be your own, so please make sure the passenger name is changed before you proceed to the Payment page. Otherwise you will be making a booking for yourself.

Can I use my profile details to purchase tickets for myself and others?
Yes, you can. You will just have to enter the other passenger(s) name(s) on the Purchase page.

Why won’t the system accept my name?
If the system doesn’t accept your name, please make sure that it has been entered using Latin characters only. As this is an international booking system we cannot accept any characters other than Latin. We are sorry for any inconvenience caused.

What should I do if my EuroBonus number isn’t accepted?
First, please make sure you enter your passenger name and family name exactly as they are printed on your EuroBonus card. If it is correct and the system still doesn’t accept it, please contact our EuroBonus helpline.

Why is it so important to enter correct passenger contact details?
We use those contact details to inform passenger(s) about flight schedule changes if necessary. If you are just the booker and not the passenger, please make sure you enter last minute contact details that would enable us to contact the passenger(s) before the flight departure.

Why should I pay for baggage online?
There are certain baggage allowance limitations for both cabin baggage and registered baggage. More information is available in the “Travel information” section of airBaltic.com. If you have more baggage than permitted you will have to pay for it at the check-in desk or at the baggage drop desk at the airport. To save you time we offer a chance to pay for this baggage when purchasing your ticket. You can pay for special baggage (e.g. skis, snowboards, bicycles etc.) and for extra baggage items you may have on airBaltic-operated flights. If you pay for additional baggage items, but your total baggage still exceeds weight limitations you will have to pay for the extra weight at the check-in desk or baggage drop desk. Unfortunately we cannot offer the possibility of paying for baggage online if there is another carrier involved in your itinerary, as other baggage carriage rules may apply. In this case if you have extra baggage you will have to pay for it at the airport.

Will I receive a valid Invoice after purchasing tickets on airBaltic.com?
Yes, you will. Just make sure you enter the full company details to which the invoice needs to be issued.

What payment methods are available on airBaltic.com?
The only payment method we accept is a valid payment card. We accept American Express, VISA, MasterCard, and VISA Virtual payment cards (if the issuing bank of your card has permitted usage of the card for payments through the Internet). VISA Electron and Maestro cards are accepted, but only if issued by Latvian banks.

Can I use my payment card to purchase tickets for another person?
Yes, you can. But if the itinerary is being paid for by a card not belonging to the passenger(s) travelling, please provide the card owner’s phone number(s). If necessary, we will contact the payer for confirmation that he/she is prepared to cover the cost of this itinerary. If the card owner is unable to be contacted by phone, we reserve the right to cancel the reservation and reimburse the card owner’s account. If this occurs we will inform the passenger, therefore please ensure that you provide correct passenger(s) contact details. Please note that the liability for covering the cost of the itinerary, if the card owner does not confirm payment, is undertaken by the passenger(s).

What should I do if payment isn’t accepted?
First, please check that you have entered all payment card details correctly. If so, please check whether you have sufficient funds in your account and you haven’t exceeded your daily payment limit. If payment still not accepted please contact your card issuer. Unfortunately, there is nothing we can help with in a situation in which payment is not completed. Mainly, this happens due to technical issues between payment providers and banks or because a bank has restricted card payments over the Internet. We suggest that you try using an alternative payment card or contact our reservations offices to book tickets and choose another payment method.

What if booking fails due to a reservations system problem?
Occasionally it may happen that the reservations system isn’t available or doesn’t work as smoothly as it should. We are sorry for any inconvenience this may cause, and would kindly ask you to contact our reservations offices to book tickets.

Why is the price I was charged at the end of booking process lower that the price displayed on the Purchase page?
Throughout the booking process, our fares are displayed in the currency of your departure country, but at the end of the process it is possible that you will be charged in a different currency. The currency always depends upon the precise ticket type. As currency conversion may be necessary, the actual price you pay might be different but it will always be lower than the quoted price. Further differences may arise from complicated tax calculations. But again – the good news is that the actual price you pay always will be lower than the quoted price.

Why does it seem that in my bank account I have been charged more than the amount I saw on the Confirmation page of my booking?
Before finishing your booking we have to check with your bank that there are sufficient funds in your account to cover the costs of the itinerary. At this stage, your bank authorises the money in your account and sends us the information so that we can complete the booking. Then we finish booking and realise that the final fare to be paid is lower (see previous question). At this stage we send a final payment statement to your bank and you will be charged the amount you see on your Confirmation page. Unfortunately, it might happen that the bank will want to keep this extra money authorised for some time until it is sure that we will not request the difference. Times for each bank vary, but it should not be more than a couple of days. If this period is longer, please contact your bank.

My booking on airBaltic.com failed but I see that my bank account has been charged. What should I do?
Before finishing your booking we have to check with your bank that there are sufficient funds in your account to cover the costs of the itinerary. At this stage, your bank authorises the money in your account and sends us the information so that we can complete the booking. If for some reason we cannot finish the booking (e.g. fare has sold out or technical problems) we send information to the bank to unblock your funds. Unfortunately, it might take some time before the bank unblocks the money. Times for each bank vary, but it should not be more than a couple of days. If this period is longer, please contact your bank. If the bank requests any additional information from airBaltic please contact our call centre in Riga and we will send additional an request to your bank to unblock your funds through our payment service provider, if necessary.

What should I do if I have purchased a ticket for the wrong person?
You need to contact our reservations offices and arrange for a name change if necessary. As this is a chargeable service we kindly recommend that you always double-check all the information you see on the Purchase page before proceeding to the Payment page. And please always make sure you have only one browser window open with the airBaltic Internet Booking Engine. This will help to avoid unpleasant situations.

What should I do if I have purchased a ticket for the wrong date(s)?
You need to contact our reservations offices and arrange for a date/time change if necessary. As this is a chargeable service we kindly recommend that you always double-check all the information you see on the Purchase page before proceeding to the Payment page. And please always make sure you have only one browser window open with the airBaltic Internet Booking Engine. This will help to avoid unpleasant situations.

What if I have booked ticket(s) on airBaltic.com but haven’t received a confirmation e-mail and Invoice?
If you have provided a correct e-mail address, but still haven’t received a confirmation e-mail and Invoice it might be that your e-mail service provider rejects e-mails sent from airBaltic. But don’t worry! If you have seen the Confirmation page then everything is OK with your booking. But if you didn’t print out this page or if you need an Invoice for this booking, please contact our reservations offices and we will resend you your Confirmation e-mail and Invoice. If you have registered your profile with us, you can log into your account and print your booking confirmation. Please remember, if you have an e-ticket it’s enough to know only your booking reference to check in online, or to have only your passport with you when you check in at the airport.

If I have a paper ticket itinerary, is it mandatory to pick up this ticket from the office indicated on my booking confirmation before the flight departs?
Yes, it is mandatory. Although you can check in online without having your paper ticket with you, you will not be allowed to proceed to boarding without it. If checking in at the airport you won’t be checked in without providing your paper ticket for inspection.

Can I pick up my paper ticket from another office?
Yes you can, but this is a chargeable service. Please contact one of our reservations offices before you decide to change your paper ticket pick-up point.

Frequently asked questions about "Online payment" section

How long before flight departure I can use the "Online payment" service?
Online payments are accepted and serviced not later than 24 hours before flight departure.

What happens after submitting an online payment request?
After submitting an online payment request you will receive an e-mail from us with detailed information about how to pay and a link to our payment form. Please click on this link or copy it into your Internet browser window to you’re your payment.

What if I click on a cancel payment link by mistake?
If you click on a cancel payment link by mistake, you will have to submit a new online payment request because the previous payment link will no longer be valid.

Will I receive a valid Invoice after purchasing tickets on airBaltic.com?
Yes, you will. Just make sure you enter the correct company details to which the Invoice needs to be issued.

What payment methods are available?
The only payment method we accept is a valid payment card. We accept American Express, VISA, MasterCard, and VISA Virtual payment cards (if the issuing bank of your card has permitted usage of the card for payments through the Internet). VISA Electron and Maestro cards are accepted, but only if issued by Latvian banks.

Frequently asked questions about online check-in

What is Web check-in?
airBaltic is pleased to present our Internet or Web check-in service, a convenient way to check in for most of our flights. You may check in for a flight if you have a confirmed booking with airBaltic and have a valid ticket. Web check-in is available for all bookings and ticket types.

What services does Web check-in offer?
Web check-in currently allows you to do the following:

Check in
Choose seat
Register your EuroBonus card
Print or send your Self-Printed Boarding Pass to an e-mail address

What is the availability of Web check-in?
Web check-in services are available from 12 o'clock in the midday for all flights departures throughout the following day, up until approximately 2 hours before departure.

Who can use Web check-in?
Web check-in is available to all airBaltic passengers with the exception of the categories of passengers below:

Passengers traveling to destinations that requires valid visa (Russia, Belarus, Israel and Uzbekistan).
Passengers traveling to countries within EU that requires advanced passport information provided by the airline before departure (Spain).
Passengers under the age of 18 who are traveling without passengers above the age of 18.
Passengers who have indicated for special assistance, service or with medical assistance to be provided.
Passengers traveling in a group of 10 or more;
Passengers traveling with infant.

Is Web check-in available for all airBaltic flights?
Web check-in is available for most airBaltic flights out of Riga, Vilnius, Vienna, Zurich, Bergen and Stavanger.

Can I use Web Check-in for codeshare flights?
airBaltic has different codeshare arrangements with various airlines. In some cases, airBaltic operates the codeshare flight and in other cases airBaltic markets the codeshare flights operated by another airline. Web check-in can be used for codeshare flights operated by airBaltic.

Am I able to use Web check-in for connecting flights operated by other airlines?
After 1st of November 2007 it will be possible to check in for connecting flights operated by selected airlines provided there is a preceding airBaltic flight and a through check-in arrangement between airBaltic and the other airline.

How many flights will I be able to check-in online?
You can choose to check in on up to 4 airBaltic operated flights in your itinerary as long as they are open for check-in.

Am I able to check-in for my traveling companions?
Yes, you can check in your travel companions as long as they are included in the same booking record as yours. Web check-in is limited to travel parties with a maximum size of 9. You can choose which companions you would like to check in, give those seats and send the boarding pass to them by inserting their e-mail address when finishing the Web check-in process.

What does the "Check-in online" function do?
Selecting "Check-in online" will bring you to a page with your bookings that are open for check in.

Why am I not able to check in?
You may be prevented from checking in if:

You may have entered an incorrect booking reference. Please check your booking reference and try again.
You may have written your family name wrong. Please check it and try again.
You do not have a confirmed booking. Please verify that you have confirmed booking.
You do not have a ticketed booking. Please verify if your booking is ticketed.
In your reservation, you requested to travel as an unaccompanied minor or young person traveling alone, or you have indicated certain medical needs or need for special assistance. Due to the special servicing you require, please proceed directly to the airport to complete your check-in procedures.
Your travel party may be too large. Currently, Web check-in is limited to traveling parties with a maximum size of 9. Please proceed directly to the airport to complete your check-in procedures.
You are trying to check-in to a destination where visa is required. Airlines are not allowed to transport passengers without proper documentation for a number of countries/destinations so the check-in agent needs to verify your passport, visa and travel documentation at check-in. Please proceed directly to the airport to complete your check-in procedures.
Occasionally, our flights may not be open for check-in due to operational exigencies. Please forgive us for any inconvenience caused, and try again later.

It is after 12 o'clock in the midday before my flight departure. Why am I unable to check in?
There are occasional instances where operational exigencies prevent us from opening the flight for check-in. You will be unable to check in on the internet temporarily. Please try again later or check in at the airport.

Which type of tickets can be used for Web check-in?
airBaltic Web check-in is compatible with all airBaltic ticket types including traditional paper tickets and electronic tickets (both real e-tickets and ticket-less).

When am I considered to have checked in?
Once you have reached the Boarding Pass page, and you have printed or forwarded your boarding pass to your e-mail address you have been checked-in on our system.

What are Self-Printed Boarding Passes?
Now you can print your boarding pass after successfully performing Web check-in. Once your check-in is confirmed, you will be given the option to print your boarding pass via sending it to your selected e-mail address.

What do I need of applications on my computer to print my Boarding Pass?
Please ensure that the following are in place:

You must have Adobe Acrobat Reader software. Click here to download Adobe Acrobat Reader.
Printer with minimum of 300dpi resolution.
A4 or Legal Sized paper.
Your pop-up blocker is disabled.

When you have sent the boarding pass from airBaltic Web check-in to your e-mail account please open the e-mail from airBaltic and print the boarding pass. Please make sure that you bring your Self-Printed Boarding Pass to the airport for departure. If you have a paper ticket for the travel please do not forget to bring your paper ticket with you since you will not be allowed to travel without handing over the paper ticket and the Self-Printed Boarding Pass to the gate staff at the gate.

What are the benefits of having a Self-Printed Boarding Pass?
If you only have hand luggage you do not have to queue to check-in to collect your boarding passes. You simply go straight to the security control and further to the gate for boarding of the aircraft. Please note that you have to be at the gate of departure no later than 20 minutes before your scheduled departure time. If you use airBaltic Web check-in and have bags to check-in for you final destination you proceed first to the baggage drop-off counter in the departure hall before going to the gate.

What must I do when I arrive at the airport?
If you do not have any bags to deliver at baggage drop-off counters please proceed straight to the security control for the departure gates. If you do have bags to check-in please proceed to the baggage drop-off counter to tag and deliver your bags. Please note that you have to be present at the baggage drop-off counter no later than 30 minutes before your scheduled departure.

Will I be able to print Boarding Passes for codeshare flights?
airBaltic has different codeshare arrangements with various airlines. In some cases, airBaltic operates the codeshare flight and in other cases airBaltic markets the codeshare flights operated by another airline. Web check-in can be initiated for codeshare flights operated by airBaltic. Once Web check-in is successful, you will be able to print your boarding passes.

Am I able to print Boarding Passes for my traveling companions?
Yes, you can print Boarding Passes for your traveling companions if your travel companions are included in the same booking record as yours. Like Web check-in, printing of Boarding Passes is limited to travel parties with a maximum size of 9.

What are the earliest and latest times for printing my boarding pass?
Like Web check-in, boarding passes can be printed from 12 o'clock in the midday before your travel the following day and up to 2 hours before flight departure.

Can I use Web check-in if I have baggage to check in as well?
Yes, simply check in your baggage at the baggage drop-off counter at the airport. Please ensure that you provide sufficient time for this since you have to be at this counter no later than 30 minutes before flight departure.

Can I collect my boarding pass at the airport after using Web check-in?
No, you must print your boarding pass before arriving to the airport. For the moment there is no possibility to reissue your Self-Printed Boarding Pass at Riga International Airport. Please contact the airBaltic check-in counter for reissue of a normal boarding pass.

What do I give to the gate staff when boarding?
When boarding please make sure you have brought your Self-Printed Boarding Pass with you and your passport. If you are traveling using a paper ticket please do not forget to hand over the paper ticket to the gate agent together with the Boarding pass since you may be refused to travel without this.

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