Thanks to strict safety rules and the use of HEPA filters inside the aircraft, flights are considered as one of the safest ways of traveling during the pandemic. The Institute of Medical Virology in the Goethe University Frankfurt conducted research that confirmed the efficacy of the filters and safety rules currently enforced.
To ensure the safety of all passengers, cabin crew, and airport staff, the aviation authorities of many countries prepared additional new rules for traveling by plane. Feeling safe and comfortable on the plane also depends on you, so learn more about the rules to enjoy your trip.
A trip cancellation or the ability to change the flight date due to the COVID-19 pandemic depends on whether the flight was canceled or the airline changed its flight schedule.
Warning! If you have a Allegiant Air, Frontier Airlines, Ryanair or Spirit Airlines ticket, please send all questions concerning the possibility to cancel your ticket or change the date of travel directly to the airline! Ryanair will also send you an email about any schedule changes or flight cancellations.
In the case of tickets from other airlines you can still cancel your ticket or request to change the date of flight on lucky2go. How does it work in practice?
If your flight is to take place as scheduled, you should wait with the final decision to cancel or reschedule. In the current situation, information about flight cancellation or schedule changes is available about one week in advance. If you want to know if it is possible to reschedule your trip, go to the "My bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
In case of receiving information from the airline about a flight cancellation, we will start working as soon as possible to obtain a refund for the ticket on your behalf. Remember! The waiting time for a response from most airlines has been significantly extended due to a large number of applications they consider related to the COVID-19 pandemic.
The refund process may take up to several months from the moment the airline has received your refund application. Some airlines have announced that the refund process has been significantly prolonged.
At the same time, airlines allow receiving a refund in different forms such as a voucher or as bonus points. If you decide on alternative options, the refund process is faster but may still take longer than usual.
If you choose any of the available refund options, we will keep you updated on the progress and stage of the process.
Remember! The availability of refund options depends on the airline, whose ticket you have.
The refund for a cancelled flight usually covers only the cost of the flight ticket. Some airlines also refund for additional services purchased directly with the airline.
The type of refund (refund to the bank account or card, voucher or bonus points to use when buying another ticket) depends entirely on the airline’s decision. Because of the COVID-19 crisis, most airlines stipulate that choosing a traditional refund to the account may involve a long waiting time. Therefore, airlines usually offer a much quicker refund in the form of vouchers or points.
Remember! The refund only covers the cancelled flights from your booking. Airlines do not refund for flights that took place according to the schedule.
Recently, many countries have changed the travel and border crossing rules. These rules can compromise the documents you may need to have at the airport, the general rules that you may need to follow after your arrival, and/or the temporary inability to travel to certain countries.
Remember! Before embarking on a journey, read the official announcements from the authorities of the country you are going to visit.
Information on whether the country you are traveling to and any layover countries require taking a COVID-19 test can be found in the "My Bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
The easiest way to manage your booking is via the "My Bookings" tab in your lucky2go account where you will:
If you are not a registered user, create an account and import your booking.
Use your account if you want to contact us in any of the above matters. You can also use a contact form - here.
Remember! If your journey is to start later than 2 weeks, please wait before you contact us.
The amount of the refund granted is at the airline's discretion and includes services covered by its refund policy. This amount does not include the service fee and additional services purchased on lucky2go, which have been performed even though the flight was canceled.
In some cases, airlines will refund for canceled reservations in separate payments, e.g. for specific passengers, if the booking consisted of tickets for a group of people, or it included additional services offered by the airline, such as additional luggage, seat reservation, etc.
Due to the end of the process related to the United Kingdom’s split from the European Union (Brexit), new rules concerning crossing the British border apply from January 1, 2021
Citizens of EU countries, the European Economic Area (Iceland, Liechtenstein, and Norway) and Switzerland are subject to the visa requirement. However, in some cases a visa is not required - it depends on the reason for travel.
To find out what formalities you need to complete before traveling and what documents you need to bring with you when crossing the UK border, use a dedicated form on UK government websites.
UK nationals from EU countries who settled in the United Kingdom before January 1, 2021, and hold settled or pre-settled status may cross the UK border with an ID card until December 31, 2025. After this date, in order to enter the territory of the United Kingdom, the resident will have to present a passport.
Important! Due to the epidemic situation in the world, in each of the above cases, the British authorities require additional documents from persons arriving in the United Kingdom. If you have a ticket for a flight to the United Kingdom, you can check information about the required documents in the "My Bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
You can find the link to the check-in form in the "My Bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
Also, 7 days prior to the departure, you will receive from us an e-mail reminder about the need to provide the check-in data, along with a link to the form.
If you have the ticket for your Ryanair flight without the additional online check-in service, please go to the airline's website and log in, using the same e-mail address you used, during the initial booking process with lucky2go. All emails regarding your booking and online check-in will now be sent to you, directly from the airline.
Online check-in allows you to prepare the boarding passes, thus giving you access to board the plane. When flying with popular cheap airlines (like Ryanair, Wizz Air, Laudamotion) it is necessary to have the boarding pass printed. Without a printed boarding pass, you may be denied boarding or have to pay an extra fee at the airport. Online check-in procedures can vary depending on the airline.
If you purchase a ticket from Ryanair, you need to check-in online at the airline's website on your own. To do it, use the e-mail address that you used during the initial booking process with lucky2go. All emails regarding your booking and online check-in will now be sent to you directly from the airline. However, if you purchase the online check-in service during the booking process with lucky2go, the online check-in process will look as follows.
When buying tickets from the other airlines, which require you to check-in online yourself, you need not worry - lucky2go will complete it on your behalf. In some cases, we will need your details and the details of the other passengers you intend to travel with.
Remember! If your trip consists of several flights, boarding passes will be shared separately in your lucky2go account and sent in separate emails between 48 and 8 hours before each flight’s departure.
Some airlines may not accept boarding passes in the form of a PDF file displayed on the screen of a smartphone or other mobile device. The printed boarding pass guarantees that you board the plane.
To ensure you will be allowed to board the plane, download and print each boarding pass you receive. You can find them in the "My bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
The information below does not apply to Allegiant Air, Frontier Airlines, Ryanair, Spirit Airlines ticket holders without the online check-in service. In this case, the airline will send information about check-in and boarding passes directly to the email address you provided when booking your tickets.
In the case of the tickets of other airlines (or Allegiant Air, Frontier Airlines, Ryanair, Spirit Airlines tickets with the online check-in service), boarding passes will be available between 48 and 8 hours before the scheduled flight time in your lucky2go account. If you are not a registered user, create an account and import your booking. If your trip consists of several flights, boarding passes will be shared separately in your lucky2go account and sent to you in separate emails between 48 and 8 hours before each flight’s departure.
Example no. 1
If you fly:
You will receive boarding passes:
Example no. 2
If you fly:
You will receive boarding passes:
If there are less than 8 hours left until your flight and you have not received an email with your boarding passes yet, go to your lucky2go account or check the SPAM folder and make sure the correct email was used when making the booking. Maybe your boarding passes have been sent to another mailbox you have.
Attention! When it comes to flights that require additional details to be provided in the check-in form, boarding passes will be sent only after the required information is added. If your booking includes additional passengers, make sure the details were provided for all of them.
Checked luggage can be bought while booking the ticket or added after, but no later than 48 hours before the flight. If you want to buy luggage, go to the "My bookings" tab in Your lucky2go account. If you don't have the account yet, create it and import your booking.
Exemplary conditions:
Ryanair (price for the flight leg/passenger):
Wizz Air (price for the flight leg/passenger):
* Prices are set by the airlines and may change. Provided values are only indicative.
Airlines distinguish between two types of luggage - hand luggage (cabin) and checked luggage (checked into the hold of the plane)
Hand luggage can be taken onboard the plane and placed in the storage compartment above the seats free of charge or for an additional fee (depending on the airline). However, you should remember that due to safety reasons, certain items that can fit in the hand luggage are strictly regulated by law. The same law also determines, for example, how much liquid can be taken in the hand luggage. It is also important to remember that each airline strictly determines its own rules applying to luggage dimensions and weight.
Checked luggage is baggage whose weight and dimensions are larger than hand luggage. In case of low-cost airlines (such as Ryanair, Wizz Air and easyJet) it is always submitted as an additional charge, whereas in regular airlines, checked luggage may be included in the ticket price. Regulations also allow items to be carried in checked luggage which may be restricted in hand luggage. Checked luggage is recommended for longer trips. As with hand luggage, the dimensions and weight of the checked luggage are strictly determined by the airlines. Checked luggage should always be checked at the airport, at the selected airlines’ check-in desk, before you proceed to the security control.
If you want to check what kind of luggage you can take with you for your trip or purchase checked luggage, go to the "My reservations" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
Priority boarding is a service that allows the passenger to have precedence in the queue when boarding the plane.
Some of the popular low-cost airlines (e.g. Ryanair and Wizz Air) as a part of the priority boarding service, besides faster boarding, also offer the option of taking additional hand luggage. However, this is not a rule, so every time you want to purchase priority boarding, check what is included with the service.
Priority boarding can be purchased when booking a ticket or at a later time in your lucky2go account. If you are not a registered user, create an account and import your booking.
If you already have a ticket and want to check how much baggage you can bring on board the plane, you can do it via the "My Bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
If you have not purchased your ticket yet, information on the maximum number of items, weight and dimensions of luggage can be found in the booking form.
Remember that the maximum luggage allowance is set by each airline independently, which means that it is best to check how much luggage you can take with you each time before buying a flight ticket.
Details on your flight bookings, hotel reservations and Flight+Hotel packages can be found in your lucky2go account you can also use it to manage your bookings and provide information for online check-in (for selected airlines aviation). Thanks to your lucky2go account, you can easily:
If you are not a registered user, create an account and import your booking.
To log in or to register to your lucky2go account - click here.
You can check the current booking status via the "My Bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
In addition, we will send you a booking confirmation by e-mail after the tickets are booked and paid for. If you cannot find a message from us in your inbox, please check the SPAM folder and make sure that the e-mail address provided when making the reservation was correct. You can also resend the e-mail message with your booking to your email address using your account or use a dedicated form - here.
You will find your booking reference in the "My bookings" tab in your lucky2go account. If you are not a registered user, it is also available in the e-mail sent by us to the address provided during the booking.
If the email message got lost or you did not receive it, please resend the e-mail with the booking details using a dedicated form on our website - here.
If you are sure that you entered the wrong email address when making the reservation, e.g. there was a typo in it, go to your lucky2go account, where you can manage your booking and correct the information. If you are not a registered user, create an account and import your booking.
If you need to make a change quickly or save time, edit your information by yourself using your account. You can also request to have the incorrect info changed via the contact form by submitting information about the booking (name, date, flight route), but our consultants may ask for additional information to verify your request - here.
Priority boarding service can be bought while booking the ticket or added after, but no later than 48 hours before the flight.
To purchase this service, select the appropriate option in the "My bookings" tab in your lucky2go account. You can also use it to manage your booking yourself. If you are not a registered user, create an account and import your booking.
Attention! Priority boarding service is limited and might be unavailable.
Exemplary conditions:
Ryanair (price for the flight leg/passenger):
Wizz Air (price for the flight leg/passenger):
* Prices are set by the airlines and might change. Provided values are only indicative.
Airline booking systems assign seats on the plane randomly. In the case of a flight with co-passengers, carriers often split up people travelling together (the only exception to this rule is a situation in which a child travels with a guardian). To avoid such an inconvenience, we recommend purchasing a seat selection service.
The service can be purchased when booking a ticket (only available for selected airlines) or via the contact form - here.
Booking a selected seat is a paid service and the price depends on the airline and the type of seat chosen. In response to your message, our consultants will send you information about seat availability and prices.
Price of the service varies from 5 EUR to 26 EUR per person (for every flight leg).*
Attention! The number of free seats on the plane changes regularly and the selected seats might be unavailable from one day to the next.
* Prices are set by the airlines and may change. Provided values are only indicative.
With most of the low-budget airlines (including Ryanair, Wizz Air, easyJet, Laudamotion) returning the ticket is impossible. The airlines emphasize in the booking conditions that the tickets are non-refundable.
When it comes to commercial airlines (e.g. LOT, Lufthansa, Air France), the possibility to return a ticket is specified in the tariff conditions.
If you want to submit a ticket refund request, use the contact form - here.
Information about the flight schedule change can be found in the "My bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
In addition, we will inform you about any changes in the e-mail message sent to the address provided during the booking process. The email message will be titled: "IMPORTANT! Schedule change, flight ticket [your booking number]." We will also send you a new ticket with the updated flight departure time to the email address provided during the booking process.
ATTENTION! When booking your tickets with Allegiant Air, Frontier Airlines, Ryanair, Spirit Airlines, an email with the flight schedule change will be sent directly by the airline!
You can find out if the airline allows you to change the date of your flight by selecting "Change the flight date" in the "My Bookings" tab in your lucky2go account. If you are not a registered user, create an account and import your booking.
Remember that the possibility of changing the flight date depends on the airline. Some of the low-budget airlines allow passengers to change the date of flight for an additional fee (depending on the carrier it might be as high as 169 EUR), while some of the commercial airlines provide such a service only for selected tariffs.
The fee for changing the date is charged for each passenger and for each flight leg (single flight). Additionally, the difference between the price of the original and the new ticket might be added to the amount. Airlines do not return a difference if the price of the new ticket is lower than the original one.
In some cases, lucky2go charges an agency fee in the amount of 42,50 EUR for making a change on the ticket, which is included in the total price. This fee is charged for each passenger that needs a change to be made.
With most of the airlines, changing the details on the ticket is not permitted. Some airlines, however, make it possible to change the information to a certain degree. The scope and the price of such changes depends on the policy of the specific airline.
Incorrect information on the ticket, such as:
should be immediately reported. Our consultants will check the possibility to correct the mistakes mentioned above, inform about possible charges for the change and contact the airlines to correct the details on the ticket.
Attention! Lack of special characters and accents (e.g. č, é, ö), as well as spaces and diacritics in the multipart last names on the ticket, are not considered an error. Airlines do not use them on purpose.
If you want to change your information or request to have passenger data corrected, please contact us using the contact form - here.
A VAT invoice will only be issued when selecting the "I want to receive a VAT invoice" option when booking a flight ticket or accommodation.
The invoice will be sent to the email address provided by the 15th day of the following month at the latest after purchasing the ticket or booking accommodation. For example: if the flight ticket was purchased in June, we will send the invoice no later than July 15th.
If the deadline has already passed and you still have not receive the invoice, please contact us using the contact form - here.
The change of the buyer’s details (not the passenger!) is possible up to 30 days after purchasing the ticket. Lucky2go allows changes to the details in the following circumstances:
It is not possible to change the details from one company to another company or from one company to a natural person.
If you want to change the details of the ticket buyer on the invoice, please contact us using the contact form - here.
You can find the payment status in your lucky2go account, in the “My Bookings” tab. If you are not a registered user, create an account and import your booking.
In addition, for payments made using a card or instant money transfer, we send an email with a booking summary and information about its successful completion. Passengers that chose traditional bank transfer will receive information about the initial ticket booking and the pending payment. We will send the confirmation of the booking completion only after the payment is settled on our account.
Working hours
Monday - Friday: 08:00 - 21:00 ,
Saturday: 09:00 - 15:00 ,
Sunday: 09:00 - 15:00
We endeavor to respond as quickly as possible.
