Frequently Asked Questions


All details on your booking can be found in our e-mails and on MyGate1 (such as: your baggage allowance and change/cancel conditions). You might also find your answer in our dedicated FAQ pages.


For all other questions, please reach out to us. We kindly ask to keep your TripID at hand. Your TripID can found in the top right corner of our e-mails.

  • Contact form
    Please fill out your request via this contact form (we'll reply within 5 working days);
  • Information number
    Once booked, you will find our phone number on your booking confirmation and/or ticket e-mail. Opening hours: Monday - Friday 09:00h - 17:30h (local time, public holidays excluded)
    *You might experience longer waiting times due to high season. We will do our best to assist you as soon as possible.


In case of an emergency (such as denied boarding) we are available outside of office hours. Please be aware that we can only assist in case of a valid emergency, as other emergencies might be waiting. We kindly ask for your understanding. You can contact us at +44 20 3966 6385.