Effective as of 01.09.2024

1. Reservation classes

1.1 What is a booking class?

HiSky offers the possibility of purchasing tickets in 5 different booking classes: Basic, Classic, Premium, Premium Plus and Business, each with its own benefits.

The rates of each booking class differ depending on the additional services it offers. The main differences between the reservation classes in the economy category are related to the conditions for changing the reservation, refund, additional baggage, etc.

1.2 What are the available fare classes and the benefits related to each one?

BASIC(Lowest available fare for the selected flights)

This Fare Category includes:

• Free online check-in is available 72 hours before flight;
• Airport check-in is subject to a fee.
• 1 (one) free cabin bag of maximum 8 kg and size of 40X30X20 cm;
• Changes to the flight date made more than 24 hours before departure are subject to a €50 fee; changes made less than 24 hours before departure are subject to a €70 fee, plus any applicable fare difference.
• FOR INTERNAL FLIGHTS IN ROMANIA AND CHISINAU – BUCHAREST – CHISINAU, changes to the flight date made more than 24 hours before departure are subject to a €30 fee; changes made less than 24 hours before departure are subject to a €50 fee, plus any applicable fare difference.
• FOR FLIGHTS TO AND FROM NEW YORK AND CHICAGO, changes to the travel date made more than 24 hours before departure are subject to a €100 fee; changes made less than 24 hours before departure are subject to a €120 fee, plus any applicable fare difference.
• Name changes are not allowed.
• The fare is non-refundable. In the event of voluntary cancellation of the flight, a processing fee of EUR 80 per passenger, per flight segment will apply. Any unused airport taxes may be refunded upon request, subject to deduction of the applicable processing fee.

** FOR DOMESTIC FLIGHTS WITHIN ROMANIA, as well as FOR FLIGHTS TO / FROM NEW YORK AND CHICAGO, 1 (one) large cabin bag with a maximum weight of 10 kg and total dimensions of 115 cm is included free of charge.

Please note that the following types of tickets are non-changeable and non-refundable:

• Promotional Tickets (with the booking class “P”).
• Tickets issued with special discounts for marketing purposes.
• Tickets issued with promo codes.

CLASSIC

This Fare Category includes:

• Free on-line check-in, available 72 hours before departure;
• Free airport check-in;
• 1 (one) free cabin bag of maximum 8 kg, and size of 40X30X20 cm;
• 1 (one) free large cabin bag of maximum 10 kg, and summary dimensions of 115 cm;
• Refund 24h before flight with the penalty 50% of the fare; refund less than 24h before flight with the penalty 100% of the fare. Airport taxes are fully refundable.
• Changes to the flight date made more than 24 hours before departure are subject to a €50 fee; changes made less than 24 hours before departure are subject to a €70 fee, plus any applicable fare difference.
• FOR INTERNAL FLIGHTS IN ROMANIA AND CHISINAU – BUCHAREST – CHISINAU, changes to the flight date made more than 24 hours before departure are subject to a €30 fee; changes made less than 24 hours before departure are subject to a €50 fee, plus any applicable fare difference.
• FOR FLIGHTS TO AND FROM NEW YORK AND CHICAGO, changes to the travel date made more than 24 hours before departure are subject to a €100 fee; changes made less than 24 hours before departure are subject to a €120 fee, plus any applicable fare difference.
• Name changes are not allowed.

PREMIUM

This Fare Category includes:

• Free on-line check-in, available 72 hours before departure;
• Free airport check-in;
• 1 (one) free cabin bag of maximum 8 kg, and size 40X30X20 cm;
• 1 (one) free checked-in baggage of maximum 23 kg and summary dimensions of 158 cm;
• Refund 24h before flight with the penalty 50% of the fare; refund less than 24h before flight with the penalty 100% of the fare. Airport taxes are fully refundable
• Changes to the flight date made more than 24 hours before departure are subject to a €50 fee; changes made less than 24 hours before departure are subject to a €70 fee, plus any applicable fare difference.
• FOR INTERNAL FLIGHTS IN ROMANIA AND CHISINAU – BUCHAREST – CHISINAU, changes to the flight date made more than 24 hours before departure are subject to a €50 fee; changes made less than 24 hours before departure are subject to a €30 fee, plus any applicable fare difference.
• FOR FLIGHTS TO AND FROM NEW YORK AND CHICAGO, changes to the travel date made more than 24 hours before departure are subject to a €70 fee; changes made less than 24 hours before departure are subject to a €100 fee, plus any applicable fare difference.
• More than 24 hours before the flight, name change incurs a €100 penalty + any difference between the purchased ticket fare and the fare at the time of change; less than 24 hours before the flight, name change is not permitted.

** FOR DOMESTIC FLIGHTS WITHIN ROMANIA, as well as FOR FLIGHTS TO / FROM NEW YORK AND CHICAGO, 1 (one) large cabin bag with a maximum weight of 10 kg and total dimensions of 115 cm is included free of charge.

PREMIUM PLUS

This Fare Category includes:

• Free on-line check-in, available 72 hours before departure;
• Free airport check-in;
• 1 (one) free cabin bag of maximum 8 kg and size 40X30X20 cm;
• 1 (one) free large cabin bag of maximum 10 kg and summary dimensions of 115 cm
• 1 (one) free checked-in baggage of maximum 23 kg and summary dimensions 158 cm;
• The possibility to select the seat free of charge;
• Refund 24h before flight with the penalty 50% of the fare; refund less than 24h before flight with the penalty 100% of the fare. Airport taxes are fully refundable
• Changes to the flight date made more than 24 hours before departure are subject to a €30 fee; changes made less than 24 hours before departure are subject to a €50 fee, plus any applicable fare difference.
• FOR INTERNAL FLIGHTS IN ROMANIA AND CHISINAU – BUCHAREST – CHISINAU, changes to the flight date made more than 24 hours before departure are subject to a €20 fee; changes made less than 24 hours before departure are subject to a €40 fee, plus any applicable fare difference.
• FOR FLIGHTS TO AND FROM NEW YORK AND CHICAGO, changes to the travel date made more than 24 hours before departure are subject to a €50 fee; changes made less than 24 hours before departure are subject to a €70 fee, plus any applicable fare difference.
• More than 24 hours before the flight, name change incurs a €100 penalty + any difference between the purchased ticket fare and the fare at the time of change; less than 24 hours before the flight, name change is not permitted.

BUSINESS

This Fare Category includes:

• Free on-line check-in, available 72 hours before departure.
• Free airport check-in.
• 1 (one) free cabin bag of maximum 8 kg and size 40X30X20 cm.
• 1 (one) free large cabin bag of maximum 10 kg and summary dimensions of 115 cm
• 2 (two) free checked-in pieces of luggage of maximum 32 kg and summary dimensions 203 cm;
• The possibility to select a seat free of charge;
• Name change incurs a €100 penalty
• Business Class Meal
• Refund of the ticket is processed in accordance with the conditions of the fare class:

- Refund 24h before flight with the penalty 25% of the fare; refund less than 24h before flight with the penalty 50% of the fare(class D). Refund with no penalty (class C). Airport taxes are fully refundable.

• Changes to the flight date are permitted in accordance with the applicable fare class conditions:

- Changes to the flight date made more than 24 hours before departure are subject to a €30 fee; changes made less than 24 hours before departure are subject to a €50 fee, plus any applicable fare difference (class D).

- FOR INTERNAL FLIGHTS IN ROMANIA AND CHISINAU – BUCHAREST – CHISINAU, changes to the flight date made more than 24 hours before departure are subject to a €20 fee; changes made less than 24 hours before departure are subject to a €40 fee, plus any applicable fare difference(class D).

- FOR FLIGHTS TO AND FROM NEW YORK AND CHICAGO, changes to the travel date made more than 24 hours before departure are subject to a €50 fee; changes made less than 24 hours before departure are subject to a €70 fee, plus any applicable fare difference.

*For BUSINESS fare (Class C), changes to the travel date within the same booking class are free of charge.

**The packages described above are available for all flights operated by HiSky and/or HiSky Europe.

*** In the event of upgrading from Economy to Business Class, performed remotely less than 24 hours before the flight or at check-in, Business Class Meal services are not provided on board.

1.3 Where can I find details about the fare class of my booking?

You can consult the booking class in the "Menu -> My bookings" section on the hisky.aero website, in the detailed information of the selected flight. In addition, the booking class is also mentioned in the fare details – in the flight summary and in the booking confirmation email. You can check the booking class of your flight at any time in the online booking management section, and change it if necessary after entering the passenger name and the corresponding booking code.

2. Reservations

2.1 Will I receive a confirmation of my booking after making it?

After making the payment of your reservation, a confirmation will be displayed on the screen and will be sent by email to the address provided.

2.2 What security measures have been taken to protect my personal data?

SC HiSky S.R.L. and S.C. HiSky Europe SRL guarantee that the processing of any personal data will be done in compliance with the law 677/2001 on the protection of individuals with regard to the processing of personal data and the free movement of such data, a law which gives the persons concerned the right to information (art. 12), the right of access to data (art. 13), the right to intervene on data (art. 14) and the right of opposition (art. 15). HiSky undertakes not to disclose any personal data to third parties, with the exception of its personal data processing agents.

2.3 Which browser should I use for online booking?

The HiSky booking page can be accessed from all current browsers. For a better experience we recommend using Google Chrome.

2.4 When will the payment be debited from my credit card?

The payment is made once the ticket is issued.

2.5 What is the time limit before a flight until which I can book a ticket online?

Booking and paying for the ticket online is possible no less than 3 hours before the flight.

For flights to/from Tel Aviv, London and New York , booking and paying for the ticket online is possible no less than 4 hours before the flight

3. Choosing seats on the plane

3.1 What is advance seat reservation?

Whether you want to enjoy the view from a window seat, benefit from the flexibility of an aisle seat, or simply keep your group together, you can select your desired seats when booking your tickets. Select the seats easily, on the hisky.aero website, following the steps: "Menu" -> "Seat reservation"

3.2 What is the fee for reserving a seat?

Passenger can reserve a specific seat on the aircraft along with the ticket, paying a fee as follows:

Seats in row 1 - 30 euros

Seats in row 2 – 25 euros

Seats in rows 3-4 - 20 euros

Seats in the rows with emergency exits - 25 euros

Seats in rows 5-7 - 15 euros

Seats in unspecified rows - 10 euros.

For flights to/from New York and Chicago, the passenger has the possibility to select the preferred seat for a fee, as follows:

Seats in rows 5 and 23 - 80 EUR

Seats in rows 6, 7, 8 - 50 EUR

Seats in rows 9-22 - 40 EUR

Seats in rows 24-36 - 30 EUR

3.3 On which routes is it possible to reserve seats in advance?

Advance seat reservation is available on all operated flights.

3.4 How does advance seat reservation work?

Reserve your seat in advance online when purchasing your flight ticket or at a later date up to 3 hours before travel ( 4hr for the flights to/from Tel Aviv, New York and London). Select the desired seat type using the displayed seat map and pay for your reservation by card. Advance seat reservation is also available through Customer Service or partner travel agencies.

3.5 Can I book seats together when traveling in a group or with my family?

If all passengers are included in the same booking, you can select seats for each travel partner in one procedure.

3.6 What happens if my flight is cancelled?

In the event of a flight cancellation, HiSky will refund the amount paid for the seat reservation. If you find yourself in this situation, send a request to Customer Service at [email protected].

3.7 What happens if the passenger changes the flight date, cancels the flight or upgrades?

In case of a voluntary change, the previously paid seat is not transferred for the new travel date. The amount previously paid for the seat reservation is non-refundable.

3.8 What happens if the flight details change independently of the passenger's will?

In the case of a change not made by the passenger, the amount paid for the seat reservation is refunded, if the seats on the new flight do not correspond to the reserved category. If you find yourself in this situation, send a request to Customer Service at [email protected].

4 Changing and canceling the ticket

4.1 What are the costs related to changing the ticket?

To change the ticket, depending on the type of fare class of your booking, you will pay a change fee. If you change your ticket to a higher class, you will also pay the difference between the original cost of the trip and the new one, subject to available seats.

4.2 Can I cancel the ticket/booking online?

Cancellation of ticket/booking online is not possible.

Please send your cancellation request to the email address: [email protected]. Refunding the ticket at least 24 hours before the flight is more advantageous for you.

4.3 Can I change the flight destination?

Changing the flight destination is not allowed.

Allowed changes are: flight date and time and booking class. Please send your request to [email protected] or to authorized agents.

4.4 Can I change the name on the ticket?

Passenger names cannot be changed online.

For name change requests, please contact us by completing the Help Centre / Name Change form: https://hisky.aero/en/contact

Applicable conditions and fares:

• BASIC and CLASSIC fares:

- Name changes are not allowed.

• PREMIUM and PREMIUM PLUS fares:

- More than 24 hours before the flight, name change incurs a €100 penalty + any difference between the purchased ticket fare and the fare at the time of change; less than 24 hours before the flight, name change is not permitted.

• BUSINESS fare:

- Name change incurs a €100 penalty.

5 Traveling with children

5.1 What discounts are applied for children up to 2 years old?

For infants (up to 2 years) the discount is 90% of the applicable rate.

5.2 Are there discounts for children between 2 and 12 years old?

The discount applied for children (from 2 to 12 years) is 25% of the ticket price. In the case of special offers, another percentage may be applied. The discount is not offered for Basic category tickets.

5.3 Can I transport a stroller for my baby?

For children up to 2 years of age (Infant category), one piece of checked baggage weighing 10 kg (115 cm) is accepted free of charge. If for the infant traveling with an adult it is also necessary to transport the stroller (consisting of a maximum of two pieces), no additional cost will be charged.

5.4 From what age can minors travel unaccompanied?

The company accepts the transportation of unaccompanied minors (UMNR), but their number is limited and varies depending on the type of aircraft operating the flight. In this context, please obtain prior confirmation from the company regarding the acceptance of the unaccompanied minor on the flight. HiSky considers unaccompanied minor (UMNR):

The fee for the service of accompanying the minor is 50 Euro / person / flight segment. For situations where passengers of a nationality other than that of the Republic of Moldova, aged between 13 and 18, request assistance at the airport, the Unaccompanied Minor fee will be paid. Unaccompanied minors can only travel on direct flights.

In order to comply with these requirements and restrictions and to complete all formalities for the carriage of unaccompanied children, parents or legal guardians must contact the airline in advance.

5.5 At what age can a newborn travel by plane?

Healthy newborns can travel by air just 7 days after birth. However, the mother is advised to consult the attending physician regarding the possible risks associated with the trip for the newborn child.

6 Baggage

6.1 How much does the first unit of checked baggage from the "Basic" tariff cost?

The following baggage options can be purchased:

Checked baggage weighing 23 kg and overall dimensions 158 cm - 30 euros.

Checked baggage with a weight of 32 kg and overall dimensions of 158 cm - 50 euros.

Checked baggage with a weight of 23 kg and overall dimensions of 203 cm - 50 euros.

Checked baggage with a weight of 32 kg and overall dimensions of 203 cm - 50 euros.

You can find more information about additional baggage in the Menu of the hisky.aero website, under the section "Baggage payment".

Please note, excess baggage cannot be refunded, changed or transferred.

6.2 What is the difference between the first unit of checked baggage and an additional piece of checked baggage?

Payment for the first unit of checked baggage can only be made in combination with a "Basic" or "Classic" fare. The rate for this baggage will be lower than that for additional checked baggage (excess baggage).

6.3 What can I do if I have booked a "Basic" or "Classic" rate, but I want to travel with checked baggage?

You can purchase your first checked bag at your travel agency, at www.hisky.aero or directly at the airport. The baggage fee is applied separately for the departure and return flights.

6.4 Liability for hand luggage.

You are responsible for your hand luggage and personal belongings. The airline's liability is regulated by law.

6.5 Who should I contact if I forgot an item on board the plane?

If you have forgotten an item on board the aircraft, you will need to contact the Lost and Found office or the Lost Property department at the destination airport. The airline is not responsible for items left on board.

6.6 If I don't have any hand luggage, am I entitled to a larger checked bag?

No, the free checked baggage allowance remains the same regardless of whether or not you take hand luggage on board.

6.7 What should I do if I receive damaged or missing luggage?

If you notice damage to one or more pieces of baggage or missing checked baggage in the hold, please follow the steps below:

After completing these steps, please send us an email to [email protected] which will include:

6.8 What should I do if my luggage is missing for more than 45 days?

If we are unable to locate your luggage within 45 days, please send a complaint to [email protected]

6.9 Can I carry musical instruments as hand luggage?

You can carry the musical instrument without prior notice, as long as it does not exceed the hand luggage dimensions of 40 x 30 x 20 cm and the weight of 8 kg.

For a musical instrument that exceeds the specified dimensions and/or weight, you must reserve an additional seat or pay an additional fee based on its weight and dimensions. The cost of an additional seat on the plane is the current price of a ticket.

If you find yourself in this situation, book your ticket and additional seat through a travel agent or Customer Service, as this seat cannot be booked online.

If the musical instrument exceeds the dimensions of a seat in the aircraft, it cannot be carried in the cabin, but must be checked in as checked baggage.

Please ensure that the musical instrument is packed in a rigid box to avoid damage during transport and securing on board. The airline is not responsible for damage to musical instruments.

For more information, please contact us by email at [email protected].

6.10 When I am part of a group booking, can I book one checked bag or additional checked bag?

Yes, checked baggage can be reserved for a specific person in a group once the ticket has been issued. Passengers included in a group booking cannot pay directly through the website. Please contact Customer Service at [email protected].

7 Check-in

7.1 How long before departure can I complete the online check-in formalities?

You can check-in online 72 hours before departure.

7.2 What is the deadline for online check-in?

You can check-in up to 3 hours before your flight ( 4 hr for flights to/ from Tel Aviv, London and New York)

7.3 Can I check-in online when traveling with an infant?

If you are traveling with an infant, you can use our online check-in facility.

7.4 Can I check-in online for an unaccompanied minor?

Web check-in is available and mandatory for unaccompanied minors.

If the passenger has a ticket issued under the Basic fare and has not processed the web check-in, check-in at the airport will be charged.

7.5 Can I check-in online if the flight segment is not confirmed?

No, the web check-in service is only available with a confirmed booking.

7.6 Can I perform web check-in if I have checked baggage?

Yes, but to drop off your luggage, please arrive at the airport check-in counter in time.

7.7 Can I check-in online if I need a wheelchair or special assistance?

Web check-in is available and mandatory for passengers with reduced mobility.

If the passenger has a ticket issued under the Basic fare and has not processed the web check-in, check-in at the airport will be charged.

7.8 Can I use the web check-in service when traveling with special luggage (eg musical instruments) in the cabin?

Web check-in is available when traveling with special baggage in the cabin.

7.9 Can I use the web check-in service when traveling with pets?

Web check-in is available and mandatory for passengers traveling with .

If the passenger has a ticket issued under the Basic fare and has not processed the web check-in, check-in at the airport will be for a fee.

7.10 Can passengers go directly to the boarding gate?

If you are traveling with hand luggage only and have obtained your boarding pass through online check-in, you can present yourself directly at the boarding gate.

8 Flight irregularities

8.1 If my flight has been cancelled/delayed, where can I get confirmation?

Please send us a request to [email protected] including the following information:

Passenger's name

Ticket number or reservation code

Flight date

Flight destination

8.2 How can I contact HiSky's customer service department?

The Customer Service Department can be contacted at any time by email at [email protected] and by phone, every day, between 08:00 and 20:00 at the following numbers: + 373 22 95 55 95 and + 40 374 955 955

8.3 I didn't use my ticket - who can I contact to get a refund?

The issuing agency is responsible for refunding the ticket as follows:

8.4 I have a Gift Voucher, how can I use it?

You can use the gift voucher to purchase flights or additional services offered by the airline. The purchase of flights or additional services with the use of a gift voucher is made through Customer Service, by email at [email protected]. The voucher is nominal and can only be used by the beneficiary for whom it was issued, during the validity period (one year from the date of issue).

If the price of the chosen flight will be higher than the value of the voucher, the difference can be paid by all payment methods accepted by HiSky.

8.5 How can I change my flight in exceptional situations?

If you find yourself in an exceptional situation and can no longer show up for the scheduled flight, please contact us and we can identify together the best solution for rescheduling, partial or full refund of your ticket cost. Please send us an email at [email protected] including the documents proving the exceptional situation invoked.

For additional details you can contact us by email at [email protected] or by phone + 373 22 95 55 95 and + 40 374 955 955 available daily, between 08:00 and 20:00.