Frequently Asked Questions > Flights and Baggage

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Flights and Baggage

Flights and Baggage

Q. What is online/web check in?

A. Online/web check-in is the process by which passengers confirm their presence on a flight via the internet and typically also print their own boarding passes. Depending on the Star Alliance member carrier and the specific flight, passengers may also select seats and confirm how much baggage they plan to check in at the airport.
Typically, online/web check-in is available on the airline's website as early as 24 hours before a flight's scheduled departure. Minimum time requirements for check-in, baggage check and boarding may vary, depending on the departure airport and destination.
Some Star Alliance member carriers require passengers to proceed to a check-in counter at the airport regardless of the check-in method used for document verification (e.g. to validate travel documents or to verify that the credit card used at purchase matches the identity of the person who made the purchase).

Q. Can I also check in for connecting flights with other airlines?

A. To be checked in on connecting flights, they must be included in the same booking record and you must use the online check-in service of the Star Alliance member carrier of the first flight in your itinerary.

Q. Can I use online/web check in if I have baggage to check in as well?

A. Yes, you can still use online/web check-in, even when you need to check bags at the airport.

Q. What kinds of documents do I need when I check in?

A. Information about passport and visa requirements for various destinations is available on the Visa and Health page (http://www.staralliance.com/en/services/visa-and-health/)

Q. Where can I cancel my ticket?

A. You should cancel your ticket by contacting the Star Alliance member carrier who issued your ticket, either through a contact center or ticket counter. Contact numbers for our member carriers can be found at (http://www.staralliance.com/en/contacts/booking-contacts/) . Some Star Alliance member carriers even allow cancellation of tickets online. You can find links to our member carriers' websites at (http://www.staralliance.comen/about/member_airlines) .

Q. Where can I find the information about Arrivals and Departures of Star Alliance member carriers?

A. There are three possibilities to get flight information from our website. You can use our Flight Status tool (http://www.staralliance.com/en/services/flight-status/) or our Downloadable timetable (http://www.staralliance.com/en/services/tools-and-downloads/) or Flight Tracker (http://www.staralliance.com/en/services/flight-status/flight-tracker/) . If you still haven't found the information you are looking for, please visit your carrier's website directly.

Q. What if I have a connecting flight to catch but my flight is delayed?

A. Star Alliance member carriers will make every effort to make sure that you make a tight connection if your inbound flight is delayed. If you do miss the connection, contact the relevant member carrier to be rebooked onto another flight.

Q. Where can I find out more about the status or tracing my missing baggage?

A. You can visit our Baggage Tracing page (http://www.staralliance.com/en/services/baggage-tracing/) to display information about your delayed bag, or you can contact the relevant member carrier directly.

Q. I experienced inconvenience during my travel. To whom I can address my concern?

A. We apologize for the inconvenience during your travel. If you would like to address your concern, please contact the Customer Relations via the airline concerned.

Q. What can I do if my baggage was damaged or delayed during my flights with any of the Star Alliance member carriers?

A. On arrival, contact the Baggage Services office of the carrier who brought you to your final destination, to advise of your delayed or damaged bag. Alternatively, you can visit the website of the carrier with whom you arrived at your final destination, to get more information about filing a claim.

Q. If I have connecting flights on other Star Alliance member carriers, can I expect that my baggage will be checked to the final destination?

A. To have baggage checked-in on flights that are operated by Star Alliance member carriers, the flights must be included in the same booking record. Baggage cannot be checked-through, regardless of booking on the same record, if government restrictions are in effect or it the passenger is changing airports within their connection point (e.g. arriving into New York John F. Kennedy airport and departing from New York LaGuardia airport).

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