1. Reservation classes

1.1 What is a booking class?

HiSky offers the possibility of purchasing tickets in 5 different booking classes: Basic, Classic, Premium, Premium Plus and Business, each with its own benefits.

The rates of each booking class differ depending on the additional services it offers. The main differences between the reservation classes in the economy category are related to the conditions for changing the reservation, refund, additional baggage, etc.

1.2 What are the available fare classes and the benefits related to each one?

a) BASIC*

Lowest rate available

Free online check-in available 24 hours before scheduled flight.

Paid airport check-in - 10 euros/flight.

1 (one) free carry-on bag of maximum 8 kg, measuring 40/30/20 cm.

Free fare lock for a maximum period of 60 minutes.

Changing the travel date in the same booking class is done for a fee, respectively: less than 24 hours before the flight - 70 euros; more than 24 hours before the flight - 50 euros.

The ticket purchased in this fare category is non-refundable.

b) CLASSIC*

Free online check-in available 24 hours before scheduled flight.

Free airport check-in.

1 (one) free hand luggage of a maximum of 8 kg, measuring 40/30/20 cm.

1 (one) free large hand luggage of a maximum of 10 kg, with a maximum size (L + W + H) of 115 cm.

Free fare lock:

- for 6 hours, less than 3 days before the flight date;

- for 24 hours, more than 3 days before the flight date.

Changing the travel date in the same booking class is done for a fee, respectively: less than 24 hours before the flight - 70 euros; more than 24 hours before the flight - 50 euros.

c) PREMIUM*

Free online check-in available 24 hours before scheduled flight.

Free airport check-in.

1 (one) free carry-on bag of maximum 8 kg, measuring 40X30X20 cm.

1 (one) free checked bag of a maximum of 23 kg, with a maximum size (L + W + H) of 158 cm.

Free fare lock:

- for 24 hours, less than 3 days before the flight date;

- for 36 hours, more than 3 days before the flight date.

Changing the travel date in the same booking class is done for a fee, respectively: less than 24 hours before the flight - 50 euros; more than 24 hours before the flight - 30 euros.

d) PREMIUM PLUS*

The most advantageous rate available

Free online check-in available 24 hours before scheduled flight.

Free airport check-in.

1 (one) free hand luggage of a maximum of 8 kg, measuring 40/30/20 cm.

1 (one) free large hand luggage of maximum 10 kg/115cm (L + w + h) and 1 (one) free checked bag of maximum 23 kg/158cm (L + w + h).

Possibility of free seat selection.

Free fare lock:

- for 24 hours, less than 3 days before the flight date;

- for 36 hours, more than 3 days before the flight date.

Changing the date of travel in the same booking class free of charge, more than 24 hours before the flight; for a fee, less than 24 hours before the flight - 20 euros.

Free refund before the flight date.

*The four fare classes above are available for all operated flights.

e) BUSINESS CLASS

*available exclusively on the Bucharest - Brussels - Bucharest route

Free online check-in available 24 hours before scheduled flight.

Free airport check-in.

1 free hand luggage

2 free checked bags

Additional seat space (middle seat reserved free)

Priority boarding

Business lounge access in the airport

Free catering on board (selection of drinks and premium menu)

Changing the date of travel in the same booking class free of charge, more than 24 hours before the flight; for a fee, less than 24 hours before the flight - 20 euros.

Free refund before the flight date.

1.3 Where can I find details about the fare class of my booking?

You can consult the booking class in the "Menu -> My bookings" section on the hisky.aero website, in the detailed information of the selected flight. In addition, the booking class is also mentioned in the fare details – in the flight summary and in the booking confirmation email. You can check the booking class of your flight at any time in the online booking management section, and change it if necessary after entering the passenger name and the corresponding booking code.

2. Reservations

2.1 Will I receive a confirmation of my booking after making it?

After making the payment of your reservation, a confirmation will be displayed on the screen and will be sent by email to the address provided.

2.2 What security measures have been taken to protect my personal data?

SC HiSky S.R.L. and S.C. HiSky Europe SRL guarantee that the processing of any personal data will be done in compliance with the law 677/2001 on the protection of individuals with regard to the processing of personal data and the free movement of such data, a law which gives the persons concerned the right to information (art. 12), the right of access to data (art. 13), the right to intervene on data (art. 14) and the right of opposition (art. 15). HiSky undertakes not to disclose any personal data to third parties, with the exception of its personal data processing agents.

2.3 Which browser should I use for online booking?

The HiSky booking page can be accessed from all current browsers. For a better experience we recommend using Google Chrome.

2.4 When will the payment be debited from my credit card?

The payment is made once the ticket is issued.

2.5 What is the time limit before a flight until which I can book a ticket online?

Booking and paying for the ticket online is possible no less than 3 hours before the flight.

3. Choosing seats on the plane

3.1 What is advance seat reservation?

Whether you want to enjoy the view from a window seat, benefit from the flexibility of an aisle seat, or simply keep your group together, you can select your desired seats when booking your tickets. Select the seats easily, on the hisky.aero website, following the steps: "Menu" -> "Seat reservation"

3.2 What is the fee for reserving a seat?

You have the possibility to reserve any available seat, when booking your ticket or afterwards, for a fee, as follows:

Seats in row 1 - 30 euros

Seats in row 2 – 25 euros

Seats in row 3-4 - 20 euros

Seats in the rows with emergency exits - 25 euros

Seats in row 5-7 - 15 euros

Seats in unspecified rows - 10 euros.

3.3 On which routes is it possible to reserve seats in advance?

Advance seat reservation is available on all operated flights.

3.4 How does advance seat reservation work?

Reserve your seat in advance online when purchasing your flight ticket or at a later date up to 3 hours before travel. Select the desired seat type using the displayed seat map and pay for your reservation by card. Advance seat reservation is also available through Customer Service or partner travel agencies.

3.5 Can I book seats together when traveling in a group or with my family?

If all passengers are included in the same booking, you can select seats for each travel partner in one procedure.

3.6 What happens if my flight is cancelled?

In the event of a flight cancellation, HiSky will refund the amount paid for the seat reservation. If you find yourself in this situation, send a request to Customer Service at [email protected].

3.7 What happens if the passenger changes the flight date, cancels the flight or upgrades?

In case of a voluntary change, the previously paid seat is not transferred for the new travel date. The amount previously paid for the seat reservation is non-refundable.

3.8 What happens if the flight details change independently of the passenger's will?

In the case of a change not made by the passenger, the amount paid for the seat reservation is refunded, if the seats on the new flight do not correspond to the reserved category. If you find yourself in this situation, send a request to Customer Service at [email protected].

4 Changing and canceling the ticket

4.1 What are the costs related to changing the ticket?

To change the ticket, depending on the type of fare class of your booking, you will pay a change fee. If you change your ticket to a higher class, you will also pay the difference between the original cost of the trip and the new one, subject to available seats.

4.2 Can I cancel the ticket/booking online?

Cancellation of ticket/booking online is not possible.

Please send your cancellation request to the email address: [email protected]. Refunding the ticket at least 24 hours before the flight is more advantageous for you.

4.3 Can I change the flight destination?

Changing the flight destination is not allowed.

Allowed changes are: flight date and time and booking class. Please send your request to [email protected] or to authorized agents.

4.4 Can I change the name on the ticket?

Passenger name cannot be changed online. Please send your request to [email protected] or to authorized agents.

The cost of changing the name varies according to the rule of the booking class in which the ticket was purchased.

Changing names in Basic class less than 24 hours before the flight is not allowed; more than 24 hours in advance, the price for changing the name is 70 euros. For the Classic, Premium and Premium Plus categories, the fee charged for changing the name is 70 euros, less than 24 hours before the flight, and 50 euros, more than 24 hours before the flight.

5 Traveling with children

5.1 What discounts are applied for children up to 2 years old?

For infants (up to 2 years) the discount is 90% of the applicable rate.

5.2 Are there discounts for children between 2 and 12 years old?

The discount applied for children (from 2 to 12 years) is 25% of the ticket price. In the case of special offers, another percentage may be applied. The discount is not offered for Basic category tickets.

5.3 Can I transport a stroller for my baby?

For children up to 2 years of age (Infant category), one piece of checked baggage weighing 10 kg (115 cm) is accepted free of charge. If for the infant traveling with an adult it is also necessary to transport the stroller (consisting of a maximum of two pieces), no additional cost will be charged.

5.4 From what age can minors travel unaccompanied?

The company accepts the transportation of unaccompanied minors (UMNR), but their number is limited and varies depending on the type of aircraft operating the flight. In this context, please obtain prior confirmation from the company regarding the acceptance of the unaccompanied minor on the flight. HiSky considers unaccompanied minor (UMNR):

- people between the ages of 5 and 18, citizens of the Republic of Moldova, traveling unaccompanied by an adult. (Insert hyperlink: https://mfa.gov.md/ro/content/calatorii-cu-copii-minori)

- persons between the ages of 5 and 12, citizens of other states, traveling unaccompanied by an adult. (Insert hyperlink: https://www.politiadefrontiera.ro/ro/main/pg-conditii-de-iesire-din-tara-pentru-cetatenii-romani-minori-59.html)

The fee for the service of accompanying the minor is 50 Euro / person / flight segment. For situations where passengers of a nationality other than that of the Republic of Moldova, aged between 13 and 18, request assistance at the airport, the Unaccompanied Minor fee will be paid. Unaccompanied minors can only travel on direct flights.

In order to comply with these requirements and restrictions and to complete all formalities for the carriage of unaccompanied children, parents or legal guardians must contact the airline in advance.

5.5 At what age can a newborn travel by plane?

Healthy newborns can travel by air just 7 days after birth. However, the mother is advised to consult the attending physician regarding the possible risks associated with the trip for the newborn child.

6 Luggage

6.1 How much does the first unit of checked baggage from the "Basic" tariff cost?

The following baggage options can be purchased:

Checked baggage weighing 23 kg and overall dimensions 158 cm - 30 euros.

Checked baggage with a weight of 32 kg and overall dimensions of 158 cm - 40 euros.

Checked baggage with a weight of 23 kg and overall dimensions of 203 cm - 40 euros.

Checked baggage with a weight of 32 kg and overall dimensions of 203 cm - 60 euros.

You can find more information about additional baggage in the Menu of the hisky.aero website, under the section "Baggage payment".

Please note, excess baggage cannot be refunded, changed or transferred.

6.2 What is the difference between the first unit of checked baggage and an additional piece of checked baggage?

Payment for the first unit of checked baggage can only be made in combination with a "Basic" or "Classic" fare. The rate for this baggage will be lower than that for additional checked baggage (excess baggage).

6.3 What can I do if I have booked a "Basic" or "Classic" rate, but I want to travel with checked baggage?

You can purchase your first checked bag at your travel agency, at www.hisky.aero or directly at the airport. The baggage fee is applied separately for the departure and return flights.

6.4 Liability for hand luggage.

You are responsible for your hand luggage and personal belongings. The airline's liability is regulated by law.

6.5 Who should I contact if I forgot an item on board the plane?

If you have forgotten an item on board the aircraft, you will need to contact the Lost and Found office or the Lost Property department at the destination airport. The airline is not responsible for items left on board.

6.6 If I don't have any hand luggage, am I entitled to a larger checked bag?

No, the free checked baggage allowance remains the same regardless of whether or not you take hand luggage on board.

6.7 What should I do if my baggage gets damaged and/or items are missing from it?

If you notice damage to one or more pieces of luggage or missing items from your luggage, please take the following steps:

- do not leave the airport of destination, where you noticed the damage;

- immediately report the incident to the Lost and Found office in the Arrivals terminal of the airport;

- the service staff of the office will issue a finding report (PIR) which will include a reference number, that will be handed to you. We recommend that you keep this report.

After completing these steps, please send us an email to [email protected] which will include:

- copy of the finding report;

- copy of the travel ticket and the excess baggage ticket (if any);

- copies of the luggage tags - if there are any.

6.8 What should I do if my luggage is missing for more than 45 days?

If we are unable to locate your bag within 45 days, please contact our Customer Service department:

Tel: + 373 22 95 55 95 (08:00-20:00 every day)

Tel: + 40 374 955 955 (08:00-20:00 every day)

Email: [email protected]

6.9 I paid a fee for extra baggage on the return flight, but did not have to pay this fee on the departure flight. Why?

We inform you that the baggage accepted free of charge is mentioned in your ticket reservation details. There may be exceptional situations in which the airline accepts additional baggage free of charge, but this is not a right of the passenger, if the baggage is not included in the benefits of the ticket or is not purchased separately .

6.10 Can I carry musical instruments as hand luggage?

You can carry the musical instrument without prior notice, as long as it does not exceed the hand luggage dimensions of 40 x 30 x 20 cm and the weight of 8 kg.

For a musical instrument that exceeds the specified dimensions and/or weight, you must reserve an additional seat or pay an additional fee based on its weight and dimensions. The cost of an additional seat on the plane is the current price of a ticket.

If you find yourself in this situation, book your ticket and additional seat through a travel agent or Customer Service, as this seat cannot be booked online.

If the musical instrument exceeds the dimensions of a seat in the aircraft, it cannot be carried in the cabin, but must be checked in as checked baggage.

Please ensure that the musical instrument is packed in a rigid box to avoid damage during transport and securing on board. The airline is not responsible for damage to musical instruments.

For more information, please contact us by email at [email protected].

6.11 When I am part of a group booking, can I book one checked bag or additional checked bag?

Yes, checked baggage can be reserved for a specific person in a group once the ticket has been issued. Passengers included in a group booking cannot pay directly through the website. Please contact Customer Service at [email protected].

7 Check-in

7.1 How long before departure can I complete the online check-in formalities?

You can check-in online 24 hours before departure.

7.2 What is the deadline for online check-in?

You can check-in up to 3 hours before your flight.

7.3 Can I check-in online when traveling with an infant?

If you are traveling with an infant, you can use our online check-in facility.

7.4 Can I check-in online for an unaccompanied minor?

The web check-in service is not available for unaccompanied minors, the boarding pass will only be issued at the airport - the staff there will respond promptly to your requests. If the ticket of the unaccompanied minor was issued in the Basic fare class, check-in at the airport will be free of charge.

7.5 Can I check-in online if the flight segment is not confirmed?

No, the web check-in service is only available with a confirmed booking.

7.6 Can I perform web check-in if I have checked baggage?

Yes, but to drop off your luggage, please arrive at the airport check-in counter in time.

7.7 Can I check-in online if I need a wheelchair or special assistance?

The web check-in service is not available for passengers with reduced mobility, the boarding pass can only be obtained from our colleagues at the airport check-in counters.

If the ticket was issued in the Basic fare, check-in at the airport will be free of charge.

7.8 Can I use the web check-in service when traveling with special luggage (eg musical instruments) in the cabin?

Unfortunately, the web check-in service is not available when traveling with special cabin baggage.

7.9 Can I use the web check-in service when traveling with pets?

Unfortunately, the web check-in facility is not available when traveling with a pet in the cabin. If the ticket was issued in the Basic fare, check-in at the airport will be free of charge.

7.10 Can passengers go directly to the boarding gate?

If you are traveling with hand luggage only and have obtained your boarding pass through online check-in, you can present yourself directly at the boarding gate.

8 Flight irregularities

8.1 If my flight has been cancelled/delayed, where can I get confirmation?

Please send us a request to [email protected] including the following information:

Passenger's name

Ticket number or reservation code

Flight date

Flight destination

8.2 How can I contact HiSky's customer relations department?

The Customer Service Department can be contacted at any time by email at [email protected] and by phone, every day, between 08:00 and 20:00 at the following numbers: + 373 22 95 55 95 and + 40 374 955 955

8.3 I didn't use my ticket - who can I contact to get a refund?

The issuing agency is responsible for refunding the ticket as follows:

- For flights booked online on www.hisky.aero and through Customer Service, please contact us by email: [email protected] or by phone + 373 22 95 55 95 and + 40 374 955 955, available daily from 08:00 to 20:00.

- For flights booked with a travel agency, please contact your agency.

- For flights booked through online travel agencies, please contact the agency.

8.4 I have a Gift Voucher, how can I use it?

You can use the gift voucher to purchase flights or additional services offered by the airline. The purchase of flights or additional services with the use of a gift voucher is made through Customer Service, by email at [email protected]. The voucher is nominal and can only be used by the beneficiary for whom it was issued, during the validity period (one year from the date of issue).

If the price of the chosen flight will be higher than the value of the voucher, the difference can be paid by all payment methods accepted by HiSky.

8.5 How can I change my flight in exceptional situations?

If you find yourself in an exceptional situation and can no longer show up for the scheduled flight, please contact us and we can identify together the best solution for rescheduling, partial or full refund of your ticket cost. Please send us an email at [email protected] including the documents proving the exceptional situation invoked.

For additional details you can contact us by email at [email protected] or by phone + 373 22 95 55 95 and + 40 374 955 955 available daily, between 08:00 and 20:00.