PPEF

Frequently Asked Questions (FAQ)

Travel Information Related Question

For International flights, the check-in counter opens 3hrs prior to departure time and closes 1 hour prior to departure time.

60 minutes before the scheduled departure time of your flight.

Yes, you can commence your online check-in 72 hours to 4 hours prior to your flight departure

  • Once an uncomplicated pregnancy enters its 28th week, expectant mothers are required to carry a “fit to fly” letter signed by their midwife/doctor. This completed letter should be dated within 2 weeks of the booked flight.
  • KB reserves the right to refuse travel of an expectant mother over 28 weeks pregnant who does not present a completed “fit to fly" letter from their midwife/doctor at either the bag drop desk and/or the boarding gate.
  • For an uncomplicated single pregnancy, travel is not permitted beyond the end of the 36th week of pregnancy. For an uncomplicated twins, triplets’ etc. pregnancy, travel is not permitted beyond the end of the 32nd week of pregnancy.

Pets can only travel as a checked-in baggage. You will also need a health certificate of your pet. Also please note, the pet does not constitute as part of baggage allowance, and you have to pay excess baggage as per the rate. Please contact Reservations in advance so we can notify you of the rates and any requirements or travel changes that may affect you and your pet.

You must provide MEDIF form filled in and signed by the concerned doctor at the time of reservation

You can bring medium-sized instruments into the cabin as paid carry-on baggage/ unchecked baggage on each type of aircraft by placing in the closed overhead rack, size as following;
  • ATR = Maximum dimension 7.5 x 13.5 x 6 inches
  • A319 = Maximum dimension 7.5 x 13.5 x 6 inches.
However, if you carry as a checked baggage, you need to take note of following conditions.
  • The musical instrument must be kept in suitable packed, size as following (compartment size of its aircraft type)
  • Maximum dimension of package: 50x100x50 cm for ATR & 145x160x110 cm for A319.
If in excess of normal checked Baggage / carry-on baggage allowance, excess baggage rates apply.
Customer Service

Your baggage allowance is 23 kgs for economy class and 35 kgs for Business class. An infant under 2years of age and not occupying a seat is not entitled to baggage allowance.

Baggage Check-in is only available, with an agreement airline.

To comply with the security regulations, passengers may carry only one hand baggage. Its sum of three dimensions (length, breadth and height) should not exceed 100 cm and the weight should not exceed more than 5kg. The hand bag-gage may comprise:
  • A lady's handbag
  • An overcoat or a wrap
  • An umbrella or a walking stick
  • A small camera and a pair of binoculars
  • A reasonable amount of reading material for the flight
  • For invalid, passengers, a fully collapsible invalid wheel chair and/or a pair of crutches.
All other items, such as typewriters, briefcases, overnight bags, personal radios, vanity cases, large cameras, etc. will be weighed with other baggage and will be subject to payment of excess baggage charges if the total weight exceeds the free baggage allowance.

For safety reasons, dangerous articles listed below, must not be carried in passenger's baggage.
  • Compressed gasses - (deeply refrigerated, flammable, non-flammable and poisonous) such as butane, oxygen, liquid nitrogen, aqualung cylinders
  • Corrosives such as acids, alkalis, mercury and wet cell batteries
  • Explosives, munitions, fireworks and flares
  • Flammable liquids and solids such as lighter fuel, matches, paints, thinners, fire-lighters
  • Radioactive materials
  • Brief-cases and attaché cases with installed alarm devices
  • Oxidizing materials such as bleaching powder, peroxides
  • Poisons and infectious substances such as insecticides, weed-killers and live virus materials
  • Other restricted articles such as mercury, magnetized material, offensive or irritating materials.
Also carriages of dry cell batteries, knives, scissors, sharp instruments, tools, firearms, ammunition, and toy replicas are prohibited in the passenger cabin. Medicines and toiletries in limited quantities, which are necessary or appropriate for the passenger during the journey, such as hairsprays, perfumes, and medicines containing alcohol, may be carried. Many of these listed articles can be carried as air cargo provided they are packed in accordance with the cargo regulations.

Refunds are only for tickets purchased from our sales office. If you have made your purchasse via your travel agent, please contact them directly to obtain your refund.

B2C For tickets bought online through credit cards, please write an email to card_refund@drukair.com.bt to cancel ticket. Once your ticket is cancelled your refund will be processed and your money will be credited within 14 working days.
Travel Agents/Tour Operators Tickets bought through travel agents/tour operators; refund will also have to be made through them only.
COUNTER / WALK IN REFUND If you bought tickets directly through Drukair kindly visit the ticket issuing office for refund.

Yes, laptops are part of the hand baggage allowance.

Note : Please exclude travel date while calculating the days
Business Class If you change the travel date before 2 days and above from the departure date, no fee or charge is payable. If you change the travel date 1 days or less from the departure date, you need to pay USD 20 (twenty). IIf no show/ date change made on the departure day, you need to pay USD 50 (fifty)
Economy class If you change the travel date before 4 days and above from the departure date, no fee or charge is payable. If you change the travel date 3 days or less from the departure date, you need to pay USD 20 (twenty). If no show/ date change made on the departure day, you need to pay USD 50 (fifty) for all international sectors and USD 20 for domestic sector (exclusive for Local Airfares)

You can avail refund as per the following conditions
Business class
  • 90% refund permitted for the ticket cancelled more than 30 days from the initial date of travel.
  • 75% refund permitted for the ticket cancelled from 10-29 days from the initial date of travel.
  • 50% refund permitted for the tickets cancelled from 02-09 days from the initial date of travel.
  • 01 day or less only tax refundable.
  • Rescheduled ticket with charge only tax refundable.
Economy class
  • 90% refund permitted for the ticket cancelled more than 30 days from the initial date of travel.
  • 75% refund permitted for the ticket cancelled from 10-29 days from the initial date of travel.
  • 50% refund permitted for the tickets cancelled from 04-09 days from the initial date of travel.
  • 03 days or less only tax refundable
  • Rescheduled ticket with charge only tax refundable.
Note: No refund is permitted for itinerary availed with promotional fares and exclude travel date while calculating the days.

Please ensure your baggage is sufficiently robust, well packed, and properly secured to withstand the usual rigors of air travel. If, on arrival, you find that your baggage has been damaged, please contact our baggage service staff who will verify and fill up the Property Irregularity Report (PIR) Form. Please note that once you exit the airport without filing the PIR form, no claims shall be entertained.

We will do our utmost best to ensure your baggage arrives on time. In the event that you arrive at your destination without your checked baggage, please contact our baggage service staff who will verify and fill up Off-Loaded Baggage Form. While our staff make efforts to investigate the whereabouts of your baggage, you will then be given a copy of Off-Loaded Baggage Form, which you can use to follow up the status of your baggage claim.

It is advisable to secure your boarding pass/stubs, ticket copy, and baggage tags. You may be required to produce a copy of your passport as well. If your baggage has been declared lost despite our efforts to locate your baggage - a copy of your passport, passenger ticket receipt, boarding pass stub, and a Property Irregularity Report (PIR) Form will be required to support the claim and enable us to process the same.

In case an item has been left behind by the passenger on a flight upon disembarkation, the following policy shall be observed:
  • The policy is applicable only for those items traced by Drukair from the aircraft. For items left in the airport or elsewhere, the passenger can be guided to contact the relevant airport authority.
  • Under no circumstance shall a lost item be shipped/ delivered by Drukair. Passengers must contact the Arrivals staff in the airport and liaise with them to claim and collect the item.
  • The items will be store for 90 days after the date on which it was found and stored in the Baggage service office. No claims after 90 days will be entertained. You may also log on to our website and submit a search request by filling in the details of your flight and the missing item. Please email at lostandfoundservices@drukair.com.bt to search for your lost property or items left behind.

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