AirswiftAirswift

FAQ

Frequently Asked Questions

INFANTS & CHILDREN Go To Top

What is your definition of a newborn/infant/child/minor/adult?

Category - Age on the date of travel
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Newborn - Less than sixteen (16) days old
Infant - Sixteen (16) days old to below two (2) years old
Child - Two (2) years old to below twelve (12) years old
Minor - Twelve (12) years old to below eighteen (18) years old
Adult - Eighteen (18) years old and above

HAND CARRIED BAGGAGE Go To Top

What are the rules for hand (carried) baggage on board?

You are allowed one (1) piece of cabin baggage of up to 7kg and 1 laptop bag or 1 handbag on-board.

Such baggage should also fit under the seat in front of you or in the overhead compartment in the cabin.

Any additional/larger/heavier item must be checked in and subject to the applicable fees.

GROUP BOOKING Go To Top

What is a Group Booking?

Group booking is a group of guests travelling together in one flight (same flight/itinerary).

ONBOARD SAFETY Go To Top

Am I permitted to use any electronic items onboard the flight?

For safety reasons, during take off and landing we forbid the operation of electronic equipment onboard our aircraft.

Such items include but not limited to, cellular phones, smart phones and tablets, laptop computers, portable recorders, CD players, electronic games or transmitting devices such as radio-controlled toys and walkie talkies.

Operation of hearing aids and heart pacemakers is permitted.

You may use your laptop after the captain has completed take off, but for all other equipment please check with our friendly cabin crew if you are unsure.

PAYMENT OPTIONS Go To Top

What mode of payment can I use to purchase a ticket online?

We accept Credit Cards (MasterCard/Visa).

SPECIAL NEEDS Go To Top

How does AirSWIFT facilitate travel for passengers who require special needs or have reduced mobility?

Notify and book through our call centre at least 3 (three) days before departure. They will help you determine what facilities/services are required, which of these are available at the airports involved and any applicable charges.

If you fail to do so, the necessary services/facilities may not be available upon your arrival at the airport and you may be denied boarding for your safety or other reasons.

NOTE: The necessary facilities/services may not be available at all times at all airports. If we are unable to obtain the necessary third-party services/facilities, we will make a refund provided the booking and notification was made through our call centre at least 3 (three) days before departure.

PREPAID BAGGAGE Go To Top

What is Pre-paid Baggage?

Prepaid Baggage is a special service offered by AirSWIFT which allows you to pre-pay your excess baggage.

FLYING AND SCUBA DIVING Go To Top

Flying and SCUBA diving

To reduce the risk of decompression sickness, you will need to leave ample time between your last SCUBA dive and your flight.

Other forms of decompression manifestations are those produced by the evaluation of bubbles from gases dissolved in blood and tissues – DCS decompression sickness. In the context of civil aviation operations, this might occur when a person has been exposed to a hyperbaric environment, which has over compressed inert gases in the body, prior to an ascent to altitude. Here are the following recommended intervals between diving and flying:

Dive Schedule:

1) Non Decompression dives

a. Less than 2 hours accumulated dive time in the 48 hours preceding surfacing from the last dive

- Minimum Interval: 12 hours

b. Multi-day, unlimited diving

- Minimum Interval: 24 hours

2) Dives requiring decompression stops (but not including saturation dives)

- Minimum Interval: 24-28 hours

FARES, TAXES & CHARGES Go To Top

What are the available AirSWIFT Fare Options?

AirSWIFT Fare options/types are:

- Promo Fare - includes fare only (only available online and for a limited period & limited seats).
- Budget Fare - includes fare only but available year round but with limited seats.
- Value Fare - includes fare + 10kg free baggage allowance, available year round.
- Premium Fare - includes fare + 10kg free baggage allowance, available year round.

BOARDING Go To Top

What time does the boarding gate close?

You should be at the boarding gate at least 30 minutes before departure and the boarding gate closes about 15 minutes before departure.

BAGGAGE COLLECTION Go To Top

What is the procedure for the collection of baggage?

You should collect your baggage as soon as it is available for collection at your port of arrival.

If you do not collect it within a reasonable time and the baggage needs to be stored at our premises, we may charge a storage fee.

If the checked baggage is not claimed within two (2) months of the time it was made available to you, we may dispose of it without any liability to you. Only the bearer of the baggage identification tag is entitled to delivery of baggage.

If a person claiming the baggage is unable to produce a baggage identification tag for identification of the Baggage, we will deliver the baggage to such person only on condition that we deem the person to be the rightful owner. If required by us, he/she will provide adequate security to indemnify us for any loss, damage or expense which may be incurred by us as a result of such delivery.

Acceptance of baggage by the bearer of the baggage identification tag without complaint at the time of delivery is prima facie evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage between us.

What is the procedure for the collection of baggage?

You should collect your baggage as soon as it is available for collection at your port of arrival.

If you do not collect it within a reasonable time and the baggage needs to be stored at our premises, we may charge a storage fee.

If the checked baggage is not claimed within two (2) months of the time it was made available to you, we may dispose of it without any liability to you. Only the bearer of the baggage identification tag is entitled to delivery of baggage.

If a person claiming the baggage is unable to produce a baggage identification tag for identification of the Baggage, we will deliver the baggage to such person only on condition that we deem the person to be the rightful owner. If required by us, he/she will provide adequate security to indemnify us for any loss, damage or expense which may be incurred by us as a result of such delivery.

Acceptance of baggage by the bearer of the baggage identification tag without complaint at the time of delivery is prima facie evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage between us.

My baggage is DELAYED, what should I do?

DELAYED baggage means your baggage was not loaded onto the flight you just took. The reason why your baggage was not loaded onto the flight is usually due to safety or technical considerations.

As soon as baggage stops coming through the carousel, you should immediately approach one of our customer service officers. Please provide our customer service officer with your baggage tag that was given to you at the time of check-in to enable us to track your baggage. A form will be given to you and upon completion you will be given a Property Irregularity Report (PIR) number.

If your baggage is found, we will make the necessary arrangements to deliver it to your local address provided in the PIR form as and when it arrives. Arrangements will also be made to assist you should items of baggage arrive damaged.

If your bag is delayed as a result of over-packing or unsuitable packaging, our liability will be reduced.

To avoid any unpleasant experience or further inconvenience during your trip, we would strongly recommend you to obtain adequate travel insurance cover before you fly.

My baggage is DAMAGED, what should I do?

If your baggage is DAMAGED, you should immediately approach one of our customer service agent BEFORE you leave the airport. Details of the damage to your baggage will be recorded and you will be offered immediate assistance, if necessary. Note that damage to accessories and wear and tear may not be covered by us.

If your bag is damaged as a result of over-packing or unsuitable packaging, our liability will be reduced.

For claims of damage, we must be given the opportunity to examine your damaged bag at the material time.

To avoid any unpleasant experience or further inconvenience during your trip, we would strongly recommend you to obtain adequate travel insurance cover before you fly.

My baggage is MISSING, what should I do?

Your baggage will be declared MISSING after a period of seven (7) days from the date of the PIR (Property Irregularity Report).

You will be contacted by our Customer Service Agent for further action.

For missing baggage enquiries only, you may contact our customer service staff at(+632) 381 5942 / 318 5943 or you may e-mail us at info@air-swift.com

As an airline's liabilities may be limited by International Treaties, we recommend that you consider purchasing the appropriate Travel Insurance Plan before your trip.

If you have purchased a Travel Insurance Plan, kindly check on what and how to claim for your missing baggage.

How much is the settlement for DAMAGED baggage?

PHP2000 per checked-in baggage

Will I be compensated for lost items?

Note that we do not accept any responsibility for personal belongings misplaced or lost on board the aircraft or in the airport terminal. All items carried by you are solely at your own risk. Any items found on board will be forwarded to the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.

We advise you not to check-in items such as: money, jewellery, precious metals, silverware, electronic devices, computers, cameras, video equipment, mobile phones, negotiable papers, securities or other valuables, passports and other identification documents, title deeds, artefacts, manuscripts and the like. If you check in such items, you do so at your own risk entirely.

We recommend that you consider purchasing the appropriate Travel Insurance Plan to travel with peace and to plan for unforseen circumstances.

AIRPORT CHECK-IN Go To Top

Can I get someone else to check in on my behalf, or can I check in for someone else?

For security reasons, all passengers are required to check-in personally, and with the proper identification and itinerary/electronic ticket.

We reserve the right not to allow you to check-in without any liability or refund to you.

What happens if I arrive late at the boarding gate?

Passengers arriving late at the boarding gate will not be accepted for travel, their bags will be offloaded and no compensation given.

If you wish to travel on the next available flight, you will have to purchase a new ticket at the applicable fare.

Your seat reservation is cancelled and the fare you paid will not be refunded to you for any reason whatsoever.

What time does the boarding gate close?

You should be at the boarding gate at least 30 minutes before departure and the boarding gate closes about 15 minutes before departure.

When are check-in counters open and when do they close?

Check-in counters are where guests register to board a flight. They are open 2 (two) hours before departure and close 45 minutes before departure.

If you arrive late you will not be able to board and will need to buy a new ticket.

What is the average waiting time for check-in?

It depends on the passengers in front of you in the queue, so it's best to arrive early.

What happens if I check-in exactly at the time of counter closure?

As time is needed to process your check-in, it will be too late.

You will not be able to board and will need to buy a new ticket.

Your seat reservation will be cancelled and the fare you paid will not be refunded to you for any reason whatsoever.

If I am denied check-in, who do I contact?

If you fail to check in on time, or fail to board the aircraft by the time the aircraft departs, or fail to have proper documentation at the point of check-in, the fare you paid will not be refunded to you for any reason including but not limited to medical reasons.

Our call centre can only assist you with changes to your valid return flight, subject to applicable fees and fare difference.

If I have a problem at check in, who do I call?

Our call centre will be able to respond to pre-flight enquiries and reservations matters only, subject to our opening hours.

You may also seek help from our Customer Service Agents or Ground Handling Agent who facilitates your check-in.

If I missed my flight, can you put me on the next available flight for free?

NO. For travel on the next available flight, you will be required to purchase a new ticket at the applicable fare.

Previously purchased ticket will also be forfeited.

Can I travel as a standby or "GO SHOW" passenger?

YES. Subject to seat availability, we will accept you for check-in upon closing of the airport check-in counters forty five (45) minutes prior to the scheduled flight departure time.

ALL-in PREMIUM Fare will be charged to you plus corresponding baggage fees, where applicable.

BOOKING A FLIGHT Go To Top

How do I book a flight?

Flights can be booked:
- online via www.air-swift.com
- through our Call Centre at hotline numbers (+632) 318 5942 / 318 5943, or
- through any of our Authorized Travel Agents

However, we strongly recommend you to book online via www.air-swift.com in order to enjoy our lowest fares.

BOOKING CHANGES Go To Top

How do I make changes to my booking?

For changes to your flight, there are four (4) ways to execute them:
- via Online. Go to the www.air-swift.com website, and click on "Manage My Booking" *UNDER CONSTRUCTION*
- via our Call Centre at (632) 318 5942 / 318-5943
- Go to ticket counters in selected airports.
- via participating local Travel Agents.
- You may e-mail us at info@air-swift.com

CHECK-IN BAGGAGE Go To Top

Do you provide free check-in baggage allowance?

As specified in the airline's tariffs and regulations, the following fare categories provide free check-in baggage allowance (FBA):

- PREMIUM 10kg FBA
- VALUE 10kg FBA
- BUDGET Nil
- PROMO Nil

If the ticket you purchased falls under the BUDGET or PROMO fare category, you may purchase prepaid checked-in baggage up to 20kg at discounted rates.

If the ticket you purchased falls under the PREMIUM or VALUE fare category, you may purchase prepaid baggage upsize up to 20kg at discounted rates.

What are restricted baggage item?

For safety reasons, dangerous goods (articles/substances which are capable of posing a risk to health, safety, property or the environment) must not be carried in passengers’ hand carried or checked baggage.

Click on the following links for more details:

Reminders for Carry-On
Items Not Allowed For Check In
Dangerous Goods Regulations

CARGO Go To Top

What is your cut-off time for accepting outbound cargo?

MONDAY TO SUNDAY (including Holidays)
0800H-1700H (08:00 AM to 05:00 PM)

Acceptance and Release of cargo will still be at Main Office, Ground Floor ALPAP Building Andrews Avenue, Pasay City Metro Manila.

The above mentioned schedule will be strictly implemented.

That all cargo is subject to space availability and perishable items should be packed accordingly.

Cargo Acceptance Checklist:

NATURE OF GOODS

1. Non-dangerous goods/non-radioactive/non-wet/non-live animals

PACKAGING

2. In compliance with PI Y963 (DGR page 576)

SIZE AND WEIGHT

3. Not more than 25 kilos by weight per package(loose cargo)
4. Not more than 150 kilos by weight (Heavy Cargo)
5. Not more than 110cm in Length
    Not more than 45cm in Width
    Not more than 110cm in Height

    * Check weight and balance manual on dimension for re-positioning.

MARKING AND LABELING

6. Shipper and Consignee are visibly marked
7. Contact number/s

DOCUMENTATION

8. Materials Safety Data Sheet (MSDS) if applicable

For Cargo inquiries, email us at: Supilanas.rachel@airswift.com

ADVANCE SEAT SELECTOR Go To Top

How can I select my seat if I booked my flight through a travel agency?

If you booked your flight through our authorized travel agents you can select your seat by calling our call center number at (+632) 381-5942 / 318-5943 and ask for assistance from one of our Customer Service Agents.

How do I pre-select or request for a specific seat?

You can pre-select or request your specific seat:
a. during your online booking and ticket purchase, or
b. by requesting Advance Seat Selector when purchasing your tickets through our call centre.

If your booking has already been completed, please contact our call centre for assistance or by using the "Manage my booking" function on our website at least four (4) hours before your scheduled flight departure time.

What is Advance Seat Selector?

Advance Seat Selector is a special service offered by AirSWIFT that allows you to pre-reserve your seat at a minimal cost. With this service you are allowed to choose where you want to sit, may it be window, aisle or if you are traveling with your family or friends you can be seated together.

I’m changing my flight(s). Do I need to select a seat again?

YES. You need to select a seat again and pay the corresponding Advance Seat Selector fee.

Is the Advance Seat Selector fee refundable?

NO. If a passenger voluntarily cancels or changed his flight the Advance Seat Selector fee is non-refundable and consequently forfeited.

Can I change the seat after I have made the selection?

YES. You may change the seat via “Manage My Booking” subject to availability. *UNDER CONSTRUCTION*

How will a merged flight affect guests holding the same seat number?

In the event of a merged flight, the Advance Seat Select fee will be fully refunded to the guest whose flight has been cancelled. The guest will not be able to get the same seat allocation in the revised flight.

Can I pre-book my seat if I have special needs/reduced mobility or vision impairment?

YES. You may avail of the Advance Seat Select at the time of booking, or upon check-in, subject to availability. However, due to safety and comfort, passengers with special needs, reduced mobility or vision impairment shall not be seated at emergency exits, and additionally passengers who are immobile shall not be seated across the aisle from one another. We highly recommend that you pre-book seats when you purchase your flights. If you are traveling with friends or family, pre-booking your seats ensures you will be seated together.

Please click here to download full Terms and Conditions.