Ok to Board

Do I need Ok to board message when travelling to UAE?
Passengers traveling from India, Pakistan or Bangladesh to the UAE holding a copy of UAE visa or e-visa require "Ok to Board" message on their reservation. Passengers carrying original visa document do not require it.

If you are transiting via Sharjah to a destination with visa on arrival, e-visa or paper visa, please make sure to check the requirements from the relevant Ministry of Foreign Affairs prior to your trip.

How to add "Ok To Board" message on the reservation?
The sponsor or the representative of the passenger can visit the nearest Air Arabia office in person holding the original visa document. Our staff will verify the document add the "Ok To Board" message on the reservation.

Is there any charges to update the Ok To Board message?
Yes, there is a fee of AED 15.

When can I update the Ok To Board message?
Ok To Board message needs to be done minimum 24 hours before the flight departure.

Passenger Rights

On all flights operated by Air Arabia Maroc departing from an airport within the EU, passengers have certain rights under European Regulation (EC) 261/2004.

These rights apply in the event of flight cancellations, (longer) flight delays and denied boarding, except when you are denied boarding for reasonable grounds, such as reasons of health, safety or security, or inadequate travel documentation.

All rights are subject to the following conditions:

• you have a confirmed reservation on a flight operated by Air Arabia, purchased at a fare available directly or indirectly to the general public; and
• (except in case your flight has been cancelled in advance) you have presented yourself for check-in before the check-in deadline.

Right to reimbursement or re-routing (art. 8 Regulation):

In the event of involuntary denied boarding or cancellation of your flight, you shall be offered the choice between:

1. reimbursement within seven days of the full costs of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, and a return flight to the first point of departure, at the earliest opportunity, or;
2. re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
3. re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

In the event we expect your flight to be delayed by at least 5 hours, you also have the right to reimbursement under (a) above.

Right to care and assistance (art. 9 Regulation):

In the event of cancellations and denied boarding you are entitled to receive free of charge:

1. meals and refreshments in a reasonable relation to the waiting time;
2. two telephone calls, telex or fax messages, or e-mails;
3. hotel accommodation in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, or where a stay additional to that intended by the passenger becomes necessary; In this case, you are also entitled to free of charge transport between the airport and place of accommodation.

You have the rights under (a) and (b) above also in the event of flight delays of:

• 2 hours or more in the case of flights of 1500 kilometers or less;
• for 3 hours or more beyond its scheduled time of departure in the case of flights operated by us between 1,500 kilometers and 3,500 kilometers,
• 4 hours or more in case of all other flights;

You have the above right under (c) above in the event of flight delays when the reasonably expected time of departure is at least the day after the time of departure previously announced, the assistance specified in ArticleSection 3(c) and 39(d); and

Right to compensation (art. 7 Regulation):

Except if we can prove that a cancellation or a delay of at least three hours at arrival was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, in the event of denied boarding, cancellation and delays at destination of at least three hours, you are entitled to compensation amounting to:

1. EUR 250 for all flights of 1500 kilometres or less;
2. EUR 400 for all flights between 1500 and 3500 kilometres;
3. EUR 600 for all flights not falling under (a) or (b).

When passengers are offered re-routing to their final destination on an alternative flight, and the arrival time of which does not exceed the scheduled arrival time of the flight originally booked

1. By two hours, in respect of all flights of 1500 kilometres or less; or
2. by three hours, in respect of all EU flights between 1500 and 3500 kilometres; or
3. by four hours, in respect of all flights not falling under (a) or (b), we may reduce the abovementioned compensation by 50 %.

For the full text of EC Regulation 261/2004 you may click here

If you wish to raise a complaint about the way, we have handled your compensation claim please email us on contactus@airarabia.com or via the "Contact Us" section of our website. When sending an email to us, please provide the relevant supporting documentation. If the claim is for a minor the documentation must include proof of custody.  The claim can be filed up to 5 years after the incident occurs.

If your complaint has still not been dealt with to your satisfaction after completing the above, you can raise the complaint to one of the national authorities. Under European regulations, every European member state has a national designated body to which passengers can go with their complaints about the handling of compensation claims by airliners. 

Click on one of the following links to see the list of National Enforcement Bodies under Regulation [EC] 261/2004 and their contact details: Click here, Click here.

Passenger rights for flights departing from Spain

1. In accordance with the provisions of Order TMA/201/2022 of 14 March, which regulates the procedure for alternative dispute resolution for air transport users on the rights recognised in the European Union in the field of compensation and assistance in the event of denied boarding, cancellation or long delays, as well as in relation to the rights of disabled persons or persons with reduced mobility ("the Order"), and in relation to disputes falling within the scope of this regulation, we inform you in the following points about the rights that this Order establishes in favour of passengers.
2. The Order regulates an alternative dispute resolution procedure allowing passengers to appeal to the Spanish Aviation Safety Agency ("AESA", www.seguridadaerea.gob.es), completely free of charge. This shall be without prejudice to the passenger's right to resort to any extrajudicial dispute resolution system accepted by the airline or airport operator, as appropriate, in particular consumer arbitration or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability. For these purposes, we inform you that our company : Is NOT a member of any consumer arbitration system or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability.
3. Prior to initiating the alternative dispute resolution procedure before AESA provided for in the Order, you must submit a prior complaint to our company. On its website www.seguridadaerea.gob.es, AESA makes available to passengers a model prior complaint form, which can also be obtained from the "Claims “ section of our website and from our customer service department, including our sales and customer service desks at the airports where we operate.
4. You can send this complaint form to our airline by e-mail to contactus@airarabia.com or to customerrelations@airarabia.com or via : the "Contact Us" section of our website. You must provide the documentation you consider relevant to assert your rights. This documentation shall include, in the case of minors, proof of custody of the minor, unless the prior claim is made by the person who contracted the transport for the minor. You have a period of five years from the day on which the incident occurred to file this prior claim.
5. You may appeal to AESA, as an accredited body for alternative dispute resolution in air transport, for the resolution of the dispute in the following cases:
   • where the resolution of the previous complaint is not entirely satisfactory to You, or
   • within a maximum period of one month from the date of submission of the prior complaint, if the complaint has not been answered by us.

6. The complaint to AESA must be filed within one year of the filing of the prior complaint. Failure to comply with this time limit will result in the complaint to AESA being inadmissible.

   AESA’s decision on your complaint is binding on us, without prejudice to our rights to challenge it before the competent jurisdiction. AESA’s decision is not binding on passengers who, in any event, may bring any civil action they may have against us.

Cancellation Claim

1. In accordance with the provisions of Order TMA/201/2022 of 14 March, which regulates the procedure for alternative dispute resolution for air transport users on the rights recognised in the European Union in the field of compensation and assistance in the event of denied boarding, cancellation or long delays, as well as in relation to the rights of disabled persons or persons with reduced mobility ("the Order"), and in relation to disputes falling within the scope of this regulation, we inform you in the following points about the rights that this Order establishes in favour of passengers.
2. The Order regulates an alternative dispute resolution procedure allowing passengers to appeal to the Spanish Aviation Safety Agency ("AESA", www.seguridadaerea.gob.es), completely free of charge. This shall be without prejudice to the passenger's right to resort to any extrajudicial dispute resolution system accepted by the airline or airport operator, as appropriate, in particular consumer arbitration or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability. For these purposes, we inform you that our company : Is NOT a member of any consumer arbitration system or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability.
3. Prior to initiating the alternative dispute resolution procedure before AESA provided for in the Order, you must submit a prior complaint to our company. On its website www.seguridadaerea.gob.es, AESA makes available to passengers a model prior complaint form, which can also be obtained from the "Claims “ section of our website and from our customer service department, including our sales and customer service desks at the airports where we operate.
4. You can send this complaint form to our airline by e-mail to contactus@airarabia.com or to customerrelations@airarabia.com or via : the "Contact Us" section of our website. You must provide the documentation you consider relevant to assert your rights. This documentation shall include, in the case of minors, proof of custody of the minor, unless the prior claim is made by the person who contracted the transport for the minor. You have a period of five years from the day on which the incident occurred to file this prior claim.
5. You may appeal to AESA, as an accredited body for alternative dispute resolution in air transport, for the resolution of the dispute in the following cases:
   • where the resolution of the previous complaint is not entirely satisfactory to You, or
   • within a maximum period of one month from the date of submission of the prior complaint, if the complaint has not been answered by us.

6. The complaint to AESA must be filed within one year of the filing of the prior complaint. Failure to comply with this time limit will result in the complaint to AESA being inadmissible.

   AESA’s decision on your complaint is binding on us, without prejudice to our rights to challenge it before the competent jurisdiction. AESA’s decision is not binding on passengers who, in any event, may bring any civil action they may have against us.

Passengers with special needs

Passengers requiring wheelchair assistance can request for the services throughtout the Air Arabia network through any of the options below:

• Online: While booking  or modifying the flight, select required wheelchair services in 'Passenger Services' section on the 'Extras' page.
• Customer Support: Contacting Air Arabia's customer support through live chat, Email or Call Center

Please be aware that ground handling staff at the airport may charge a nominal fee for the service. For a smoother process, passengers or their companions are advised to coordinate with the airport staff at the time of check-in.

Flight delays

In case of flight delays, we will ensure to notify passengers via email and sms, if available, as long as whenever the delay time allows doing so. We will also ensure you are provided with required assistance needed and we will protect your seat on the next available flight to the same destination. However, if we are unable to provide you with a flight to the same destination that you have selected, you will be entitled to request for a ticket refund. Please refer to our Conditions of Carriage.

Seat allocation

Passengers with pre-selected seats are guaranteed the same seats they have pre-booked online unless if the flight safety measures require otherwise.

Passengers are seated on first come first serve basis. Families are considered in assigning them with seats next to each other whenever possible and subject to seat availability.

However, to ensure proper seating for families it is always advised to pre-book seats at the time of booking. Children below 15 and passengers with a special need are not allowed to obtain seats on emergency exits.

Damaged baggage

If you would like to submit a claim for your lost or damaged baggage please click here.

Air Arabia does its best to deliver your luggage at the scheduled time of arrival, however in case your luggage is lost or damaged, our liability for lost or damaged baggage is limited to USD 20.00 per kg* and a maximum of 20 KG per passenger.

Checked baggage

You can select your checked baggage weight while booking or modifying your flight ( 20 Kg, 30 Kg or 40 Kg) with a limitation of upto 2 pieces per passenger.

Limited selections of checked baggage options are available for passengers who purchase their checked luggage at the airport.

Excess baggage rates will apply on any weight above the booked checked baggage allowance.

UAE / Egypt:
Maximum weight permitted per individual piece of check-in baggage is 32 kgs with total dimensions of 158 CM/ 62 IN (W+D+L).

Morocco:

Maximum weight permitted per individual piece of check-in baggage is 32 kgs with total dimensions of 160 cms (W+D+L)

Effective 1st August 2023, no carton box shall be accepted on Bangladesh flights. Irregular-shaped baggage will not be accepted for transportation.

Air Arabia will charge AED 150 plus a handling fee per LCD or LED for any TV measuring 40" (inches) and above. Maximum size permitted is 60"(inches).

Please click here to review the check list of prohibited items that you should not carry in your hand and checked baggage.

Boarding procedure

The boarding gate number and time is located on your boarding pass, you are requested to be at the gate before the boarding closure time which is 15 minutes prior departure.

Boarding gates are open one hour before the flight, and the boarding procedure normally starts before 30 minutes from the scheduled time of departure and ends 15 minutes from the scheduled time of departure.

Passengers who do not complete their boarding before boarding closure time because they came late at the gate or because they did not meet the immigration requirements of the destination country will not be able to travel and will not be entitled for a refund.

You will be asked to present the original travel document, the boarding pass, and any other document required by the immigration department of the destination country; in order to complete the boarding procedure.