Boarding Times and Rules

Is Skybridge AirOps priority to guarantee maximum punctuality of flights and because of this it asks passengers to respect the time margin for check-in. Current safety rules on passenger identification and checking of hand luggage are stricter and this has increased the formalities to be completed. Your cooperation is therefore more important.

Please arrive at the airport leaving yourself ample time, and obtain your boarding pass by the time indicated. After check in, on your boarding card check the selected time for presentation at the gate.

Please remember that cutting or pointy metallic objects, such as scissors, knives and nail files are not permitted on your person or hand luggage, and can only be packed in checked-in luggage.

If the time limits for check-in are not respected you will loose your booking rights.

Check in time limits is 45 minutes prior departure, it can be reduced to 30 minutes if travelling with hand baggage only.

Travel documents

Always check with embassies and consulates what documents are needed to enter the country of destination and for any eventual transit countries.

NATIONAL DESTINATIONS
Identity card or Passport

INTERNATIONAL DESTINATIONS
Identity card or Passport

The Schengen Agreement abolished the systematic border controls amongst almost all E.U. country states and E.U. citizens can travel simply with an identity card which is valid for inter-country travel. A passport is necessary for E.U. countries that did not sign the agreement

Fare rules

Fare rules for each segment is detailed during the reservation process and will be specified on the electronic ticket.

Airport tax and additional fees will be shown in the electronic ticket.

Electronic Ticket

The easiest and quickest way to fly, with no worries.

A paperless air ticket. E-Ticket is available for all domestic destinations and most international and intercontinental flights. For more info about destinations, contact your our call center (199 100 889). E-Ticket can only be used on Skybridge AirOps flights. Tickets are valid for the named passenger only and are not transferable.

• You can buy it over the phone or on the Internet, 24 hours a day, 7 days a week
• You can book it up to one hour before departure and pay for it right up until the flight closes
• It can’t be lost, stolen or left behind
• No waiting for paper tickets to be issued
  
  
• On this website, paying by credit card
• Contacting the call centre  199 100 889

Before boarding, all you have to do is go to the check-in desks and show your ID document.

How to pay

Skybridge AirOps adopts the most advanced security systems for internet transaction.

We accept the following credit cards:

• American Express
• Mastercard
• Visa
• Visa Electron

We remind you to carry with you a copy of the credit card used to buy your tickets, in case you are not the owner. This will be necessary to perform check in procedures.

General conditions of carriage

Download the General conditions of carriage

Baggage info

Weight and Size of Luggage

Luggage
On hand luggage or checked-in luggage it is up to the passenger to fix a tag with his/her personal data.

Before leaving ensure that the check-in desk provided you with a receipt of the sent luggage and a tag for the hand baggage.

Checked-in Luggage
Luggage can only be checked-in by the travelling passenger and with the presentation of the ticket at the check-in desk. The allowance for checked-in luggage is 13 Kg.

It is possible to check in luggage that is greater than the allowance by paying a supplement, nevertheless the maximum allowed weight is 32 kg per piece (business or economy). Luggage that exceeds this weight has to be sent as cargo.

Under no circumstances is it permitted to transport the following in checked-in luggage: fragile or perishable items, money, jewellery, silverware and precious metals in general, fiduciary documents, money market funds, shares or other negotiable titles, commercial or office documents, samples, passports or other identity documentation.

For further information consult the limits of vector responsibilities documentation, regarding passengers and their luggage.

Hand Luggage
Only one item of hand luggage is allowed which must not exceed maximum dimensions of :
Length: 55 cm width: 35 cm depth 25 cm
Weight: 6 kg

Damaged, delayed or lost baggage

In case of undelivered or damaged baggage, the inefficiency must be reported immediately to Skybridge AirOps in writing, using the appropriate complaint form (P.I.R.) available at the Lost&Found office of the airport of arrival. For damages due to undelivered and for damaged baggage, the complaint must be sent to Skybridge AirOps within the legal terms. The acceptance, without reserve, of the baggage delivered constitutes, unless otherwise proven, presumption that it was delivered in good state and in conformity with the ticket.

In case of non re-delivery of your baggage at the destination airport, we will make every effort to return it to you as soon as possible and deliver it, free of charge, to an address of your choice.

In case of non re-delivery within the first 24 hours in respect of the estimated time, we inform you that you will be able to purchase items of primary importance (ex. toiletries, underwear etc.). Any purchases for the subsequent days will have to be proven with the relative documentation certifying the sustained expenses. Expenses relating to the reasons for travelling not foreseeable by the carrier at the time the transport obligation arose, are not refundable. Also, expenses for the purchase of goods which cannot be transported in the stow will not be refunded.

The complaint and/or request for the refund will have to be presented to Skybridge AirOps in writing within the legal terms.

Should the baggage not have been returned to you within 5 days, please send a fax to 06 79813925, with a detailed list of the contents, specifying any particular which might make the search easier, such as the brand, colour and peculiarity of the objects and clothing contained inside the baggage. We would like to remind you that your collaboration is particularly important as it will help make the search more efficient and the finding of your baggage timely.

The baggage will be declared definitely lost after 90 days from the date of the missing report made at the Lost&Found Offices at the airport of arrival. The complaint and/or request for the refund will have to be sent to Skybridge AirOps in writing within the legal terms, as follows:

via web
By post

In case of damaged baggage, the inefficiency must be reported immediately to the carrier in writing using the appropriate complaint form (P.I.R.) available at the Lost & Found Offices at the airport of arrival.
You can have it repaired or, if necessary, replaced in a baggage shop that you prefer. In this case, the maximum amount applicable is 103€, the refund for which can be obtained by sending the following to our :

Skybridge AirOps “Ufficio Relazioni Clientela”, via IV Novembre 71, 00043 Ciampino (Roma):

The claim can be processed only if following documents are provided:

fiscal receipt for the amount paid
statement of the type of damage found and intervention carried out by the baggage shop manager
original boarding card
baggage sticker
Passenger Irregularity Report (P.I.R).

The complaint and/or request for the refund will have to be sent to the carrier in writing within the legal terms, as follows:

via web
by post

Pets

Animal transport on board or in the pressurised hold pre-booking is obligatory and a supplement needs to be paid in compliance with standard baggage allowance. For more information please contact us at: 199 100 889

Pets in the passenger cabin
Domestic animals are permitted on-board as long as they have the requisition and documentation required by the law in force. On-board the maximum allowed weight of the animal, including the cage, is 10kg. The maximum dimensions of the cage are 46x25x31 cm. Skybridge AirOps accepts only one animal in the cabin. Seeing that these standards may vary, depending on the aircraft in service, it is important to inquire prior to travelling by contacting us on: 199 100 889

Pets in the hold
Passengers who need to board animals in the hold must acquire the appropriate size cage that can be obtained from shops that specialise in pet items. The hold is pressurised and has an average temperature of 20 °C. The supplement amount varies according to the size of the cage.
Seeing that these standards may vary, depending on the aircraft in service, it is important to inquire prior to travelling by contacting us on: 199 100 889

Limiti di responsabilità del vettore

Limiti di responsabilità del vettore

Il reclamo e/o la richiesta di rimborso dovranno essere presentati per iscritto a “Skybridge AirOps” entro i termini di legge.

Nel caso in cui, trascorsi 5 giorni, il bagaglio non vi fosse ancora stato riconsegnato, vi preghiamo di inviare via fax, al numero 06-79813925, la lista dettagliata del contenuto specificando eventuali particolari che possano agevolare le ricerche, quali marca, colore e peculiarità degli oggetti e dei capi di abbigliamento in esso contenuti.

Il bagaglio sarà dichiarato definitivamente smarrito trascorsi 90 gg. dalla data della denuncia di smarrimento effettuata presso gli Uffici Lost&Found dello scalo di arrivo.

Il reclamo e/o la richiesta di rimborso dovranno essere presentati per iscritto a “Skybridge AirOps” entro i termini di legge, con le seguenti modalità

via web
per posta ordinaria

In caso di danneggiamento del bagaglio l’inconveniente deve essere notificato immediatamente al vettore per iscritto attraverso l’apposito modulo di denuncia (P.I.R) disponibile presso l’Ufficio Lost & Found dello scalo di arrivo. Dopo avere effettuato l’apposita denuncia (P.I.R)

seguendo le indicazioni dei nostri incaricati, potrete rivolgervi presso una valigeria di vostra fiducia per la riparazione o, se necessario, la sostituzione della valigia danneggiata. In tal caso, il limite di spesa sarà di 103€ di cui potrete ottenere il rimborso inviando al nostro

Ufficio Relazioni Clientela, via IV Novembre 71, 00043 Ciampino (Roma):

scontrino fiscale relativo alla spesa sostenuta
dichiarazione emessa dal negoziante relativa al tipo di danno riscontrato e all’intervento effettuato
carta d’imbarco in originale
etichetta bagaglio
Rapporto di Irregolarità Bagaglio (P.I.R).

Il reclamo e/o la richiesta di rimborso dovranno essere presentati per iscritto al vettore entro i termini di legge con le seguenti modalità:

per posta ordinaria

Children travelling alone

From 5 to 15 years of age

Skybridge AirOps provides accompaniment service for its younger passengers (from 5 to 14 years of age). Once checked-in, the unaccompanied minor will be received by Skybridge AirOps personnel who will stay with them as they await their boarding time and then accompany them on-board, where they will be handed over to the In-Flight Supervisor. Once arrived at destination, the minor will be handed over to the ground personnel who will stay with them until they are met by a family member or whoever has been authorised to collect them. Please remember that when a reservation for an unaccompanied minor is made the name and phone number of the person delivering the minor to the airport check-in desk, as well as of the person picking the minor up at destination, must be supplied. The minor will be given over at arrival only after the documents of the receiver have been checked.

Pregnant traveller

Pregnant women must present a Fit-to-Fly medical Certificate (MEDIF) in the following situations:

• Pregnant women within the last four weeks before and after their presumed delivery date (Code PREG)
• Pregnant women who are experiencing complications due to their pregnancy
• Pregnant women who are expecting twins

 The MEDIF must be presented at check-in. 

Download MEDIF

Disability assistance

Skybridge AirOps offers assistance for all of its passengers requiring particular attention to make their flight more pleasant.  Passengers requiring special assistance will be accompanied on-board before the other passengers are permitted to board the aircraft.  Requests for assistance must be made directly to our offices (199 100 889) with a minimum of 7 days notice, the operator will confirm the possibility to assist.

Wheelchair passengers
Skybridge AirOps offers assistance with wheelchairs and specialised personnel to care for those passengers who have mobility problems. These passengers will be accompanied on-board before the other passengers and their wheel chair or mobility aid will be placed in the plane’s hold, at no extra cost, until landing, when it will be made available once again.

The current applicable National and international Regulations for the carriage of passengers with reduced mobility, establish a maximum number of assistance requests for each flight, also limited by the size of the aircraft.
Because of this, in order to take all the necessary measures to guarantee the complete safety of its passengers with reduced mobility or sensory impairments, Skybridge AirOps's aircraft feature can guarantee flights for:

• WCHR wheelchair-ramp (Passenger who is capable of going up or down steps and to move along the aircraft, but requires a wheelchair or other vehicle for the transfer between the aircraft and the departure lounge, in the terminal itself and between the arrival and departure point in the terminal and the destination)

*Form to be printed and filled*
All the person who need those special assistance services must fill the Medical Information Form(MEDIF) and must inform Skybridge AirOps call center.
This form should be printed, completed and sended to: clienti@skybridgeairops.com, an other copy should be handed in at the check-in desk.

Download MEDIF

Cancellazione dei voli

Information bulletin regarding your rights as stipulated by the EC regulation Nr. 261/2004 regulations for flight cancellations and protracted delays:

Skybridge AirOps and its agents do everything they can to ensure that flights depart as per the printed and published schedule. Nonetheless, in certain circumstances, this is not possible and a flight can be delayed or be cancelled. This bulletin aims to inform our passengers of their rights as stipulated in the EC regulation 261/2004 should any of these events occur, without conceding any additional contractual rights.  These laws apply to all passengers departing from any airport in the European Union and all passengers arriving in any European Union Member State airport on any EU carrier, unless they have already received assistance in the country from which they departed. The responsibility of compliance with the requirements of these laws is the responsibility of the operating airline. Furthermore, the present bulletin will explain how to request financial compensation, a refund or damages compensation as stipulated by the same laws and relative to flights operated by Skybridge AirOps S.r.l. and by its agents which manage KYB flights within or to Europe.

The right to be re-routed or to be refunded for the part of the flight(s) not used.

In the case of flight cancellation passengers are offered one of the following choices:
A seat on an alternative flight to the same destination as ticketed, with comparable conditions, as soon as possible or at a later date as requested by the passenger(s), and according to seat availability

A refund of the entire ticket cost, or of part or parts of the flight not used.

Should the flight be subject to a delay of more than five hours, the ticket purchaser has the right to a full refund for the part or parts of the flight not used.

The right to a refund of the part or parts of the ticket already used if it is clear that the trip can no longer be concluded according to the original flight plan booked

If a cancellation of a flight, or its delay of more than five hours, causes missing the connection(s) for which the ticket has been issued (with a connection time within 24 hours) and the passenger elects not to continue his/her journey to its final destination the Airline will offer a return flight to the original point of departure as soon as possible, as well as a refund for the part(s) of the ticket not used.  If the passenger decides to discontinue his/her journey and return to the original point of departure, the ticket purchaser has the right to be refunded for the part of the ticket used as long as he/she is able to prove that continuing the journey no longer has any usefulness as it was originally booked. To obtain a refund for the part(s) of the ticket already used the ticket purchaser must submit this claim together with his/her request for refund or compensation for the part(s) of the ticket not used.

How to request compensation and/or refund

To request compensation for part(s) of a ticket not used, or a refund for the part(s) of the ticket used, you must file a claim at the office where the ticket was purchased giving your name and address/telephone number, the ticket number, the reservation information, the flight number and date, and the details of the claim being presented, together with documentation supporting the claim.

Right to assistance

Should a flight be cancelled, or have a protracted delay, passengers have the right to meals and beverages congruent to the length of the delay, as well as the possibility to contact two persons outside of the airport.  These rights may be applied according to the foreseen length of the delay and flight distance as follows:

• Delays of two or more hours for flight distances of 1,500 km or less 
• Delays of three or more hours for flights within the CE of 1,500 km and for all flights covering distances from between 1,500 and 3,500 km
• Delays of four or more hours for all other flight distances

Furthermore, if needed, the operating airline will provide a hotel room, as well as transport to the hotel from the airport. The airline will provide its passengers with all the information they need regarding the meals, beverages, transport and hotel accommodations to which they have a right.

Financial compensation for cancelled flights (not including protracted delays)

If a passenger is informed of the cancellation of a booked flight due to causes controlled by the Airline (rather than caused by exceptional and unavoidable circumstances which could not be in any way changed) less than fourteen days prior to the departure of said flight, he/she can ask to be compensated, unless an alternative flight is offered which permits the passenger to depart and arrive at their final destination within the following parameters:

If the passenger is informed of the cancellation from thirteen to seven days prior to the booked departure date and receives the offer of an alternative flight which permits him/her to depart not more than two hours before the previously scheduled time and arrive at their final destination less than four hours after the previously scheduled time, or

If the passenger is informed of the cancellation less than seven days from the booked flight departure date and receives an offer of an alternative flight which permits them to depart not more than an hour before the previously scheduled time and arrive at their final destination less than two hours after the previously scheduled time.

The financial compensation is as follows:

• €250 for distances of less than 1,500 km
• €400 for distances within the CE of 1,500 km and all other distances of between 1,500 and 3,500 km
• €600 for all other distances

Financial compensation will be reduced by 50% if with the scheduled arrival time of the alternative flight offered to reach destination does not exceed the scheduled times of the original flight by:

Two hours per flight distance less than or equal to 1,500 km.

Three hours for distances covered in the CE of more than 1,500 km and for all other distances of between 1,500 and 3,500 km

Four hours for all other distances

Passengers who have been informed of the cancellation of a flight more than fourteen days before the scheduled departure date do not have the right to claim any compensation.  Passengers will be informed about cancelled flights at the address or telephone number given to the Airline by the passenger, the person who booked the flight or the travel agent.  

To request financial compensation a letter shall be addressed to our Customer care department within our office.

In accordance with the stipulations in article 5.3 of EC regulation Nr. 261/04, the operative airline is not held to paying financial compensation if it can demonstrate that the cancellation of the flight was due to circumstances beyond their control which it could in no way influence. In simple terms: the Airline is not responsible for delays or cancellations caused by: weather conditions, air traffic congestion, strikes, technical causes beyond the control of correct flight scheduling on the part of the Airline, etc…

Who has the right?
Passengers who have a confirmed reservation on a flight (or were transferred by us to that flight from another flight for which they had a confirmed reservation) and have a printed or electronic ticket have the above described rights.  Furthermore, passengers have delayed flight rights only if they checked-in within the prescribed time limit.

261_ENG.pdf

Denied boarding

Should a passenger with a confirmed reservation present him/herself for check-in within the set time limits and be denied boarded, the passenger has the right to choose from among the following options:

• a seat on the next available flight, or a seat on a flight for a date he/she chooses
• a full refund of the ticket price if the delay caused renders the reason for his/her journey pointless

Furthermore, the passenger also has a right to a financial compensation as stipulated in EC regulation Nr. 261/04 of:

• €250 for distances of less than 1,500 km
• €400 for distances within the CE of 1,500 km and all other distances of between 1,500 and 3,500 km
• €600 for all other distances

Financial compensation will be reduced by 50% if with the scheduled arrival time of the alternative flight offered to reach destination does not exceed the scheduled times of the original flight by:
2 hours per flight distance less than or equal to 1,500 km
3 hours for distances covered in the CE of more than 1,500 km and for all other distances of between 1,500 and 3,500 km
4 hours for all other distances.

Long delay

LONG DELAYS

In according to EC regulations 261/04 in case of a prolonged delay, passengers are entitled to meals and refreshments in a reasonable relation to their entire waiting time, as well as communication means for contacting two people outside the airport. Such dispositions are applicable according to the duration of the expected delay and the distance of the flight as follows:

Delays of two hours or more for flights of 1500 km or less

Delays of three hours or more for flights within the EU of more than 1500 km and all other flights between 1500 and 3500 km

Delays of four hours or more for all other flights.

Should the departure time be delayed by at least one day, the operating carrier will arrange for hotel accommodation, as well as for transport from the airport to the place of accommodation. Passengers will be advised by the carrier on how to obtain meals and refreshments, transport and hotel accommodation.

Regulation CE 261/2004

Carta dei diritti del passeggero

Carta dei diritti del passeggero

Complaints

Please forward your complaint (attaching all available documents) via e-mail or fax directly to our Customer Relations Office, we will do our best to promptly evaluate it.

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