Common questions about flying and other relevant topics - SkyWork Airlines
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Frequently asked questions

Here you will find all the answers to important questions about booking, flying and more.

  • Booking

      • I have a problem with my booking – who do I contact?

        • If you need help with booking, please contact our customer service by telephone. The right telephone number to contact our customer service from your location can be found by clicking on the following link: http://flyskywork.com/en/services/customer-support.

      • Where can I book?

        • You can book online on the SkyWork website from home, at work or on the go. Also, in your travel agents or at the airport during scheduled flight departure times at the SkyWork Airlines counter.

      • How do I book online?

        • On the booking page select your destination, the dates you wish to travel and the number of passengers. You will then be shown a selection of available flights and the prices. Confirm the desired flight date and time. You will then be guided through the booking process step by step.

      • How late can I book?

        • You can book a flight on our website or by phone up to two hours prior to departure. Later bookings can only be made in Bern-Belp airport. It be must be ensured that you are able to check in at the latest 45 minutes prior to departure, as our check-in desks close 20 minutes before the departure of every flight. After completing your booking, you will receive a booking confirmation by email. Please print this out, as you will require the booking number for check-in.

      • How do I make a group booking (more than 10 passengers)?

        • We offer group discounts for ten or more passengers on scheduled flights. You can make a request for a group booking using the group booking form, which can be downloaded here. Please fill out the group booking form and send it to our reservations team by email at service@flyskywork.com.

      • How do I make a booking for children or infants?

        • Flights for children can be simply booked on the booking page of our website. Please note that children under twelve years of age must be booked in the same booking as the accompanying adult (same booking number).

      • Can I reserve a seat when I make a booking?

        • Due to the system change it is temporarily not possible to reserve seats.


  • Payment

      • How do I pay for my flight?

        • You can pay for your flight via PayPal, credit card – Visa Card, MasterCard, American Express or a Postfinance internet banking account. In the booking section of the main menu, select your destination, the dates you wish to travel and the number of passengers. You will then be shown a selection of available flights and the prices. In order to complete the booking, simply follow the instructions step by step.

      • When will I be charged for the flight?

        • The full price of the flight is due immediately on booking. However, as charging may sometimes take a few days (depending on your bank or credit card company), you should ensure that your account has sufficient funds to cover the cost of the flight.

      • Are my credit card details secure when I make an online booking?

        • Your credit card details are protected and secure at all times during the online booking. We process our online payments via Ogone. Ogone specialises in internet payments and provides services to customers in Switzerland and abroad.

      • Payment charge

        • If you would like to book your flight online, there will be no extra fee for your payment.

          A surcharge of 25 CHF applies for telephone bookings.


  • Baggage

      • Which items may I bring in my baggage and which are prohibited?

        • For security reasons, there are restrictions and requirements regarding your baggage. In certain cases, there are special rules and regulations which must be adhered to. Detailed and comprehensive information can be found on the website of the Federal Ministry for Civil Aviation (https://www.bazl.admin.ch).

          Under the new EASA Directive, e-cigarettes may no longer be placed in the hold luggage. They can only be carried in the hand luggage which is transported in the passenger cabin.

      • The following items may not be carried in your baggage:

        • Explosive and highly flammable substances: all substances which pose any risk of explosion (e.g. gas, liquid and solid flammable substances, materials which may react chemically or oxidise, peroxide, corrosive materials, car parts which have contained petrol, highly flammable liquids such as kerosene, lamp oil, lighter fluid, petrol, burn paste etc.) are prohibited in both your check-in baggage and your hand luggage. Chemical and toxic substances: all substances which pose any risk of fire, of corrosion or may potentially emit poisonous gases are completely prohibited in both your check-in baggage and your hand luggage. This includes paints, varnishes, acids, alkaline substances, chemical-based household products which contain toxic substances or substances which may cause infections, radioactive materials, pepper spray or any other sprays for the purposes of self-defence etc.

      • Are there restrictions on the number of bags I may carry and their weight?

        • The amount of baggage that a passenger may check-in varies according to the fare. You can find this informationon on your E-Ticket/Passenger Receipt. The baggage regulations of SkyWork Airlines comply with the Piece Concept: The Piece Concept stipulates that a passenger may only take a restricted amount of baggage with an equal weight limit for each. To accept luggage at the check-in counter, the maximum weight of 32 kg cannot exceed.

          Economy and Economy Flex: 1 baggage piece, max. 23 kg

      • I will be travelling with oversized baggage or sports equipment – what must I do?

        • There is always a charge for transporting sports equipment, irrespective of the baggage allowance. Please note that such additional items are booked in on request, and still require confirmation from SkyWork Airlines. The prices quoted relate to each leg of a journey. In the case of a return flight the charge must be paid twice over. It applies to adults and children above the age of two years.

          The maximum weight for every piece of luggage is 23 kg.

          Sports equipment Fee Accepted content
          Bicycle* CHF 60.00 1 regular bike (no motor / no e-bike) or 1 special children’s trolley to use with a bike or 1 one-wheel bike
          Golf Equipment CHF 60.00 1 golf bag containing 1 set of golf clubs, golf balls and tees, 1 pair of golf shoes
          Ski Equipment CHF 60.00 1 pair of ski, 1 pair of poles, 1 pair of boots (even if in separate bag), 1 helmet
          Snowboard Equipment CHF 60.00 1 snowboard, 1 pair of boots (even if in separate bag), 1 helmet
          Waterski Equipment CHF 60.00 1 pair of water ski or 1 slalom water ski
          Scuba Equipment CHF 60.00 1 diving mask, snorkel, fins, wetsuit, BCD-jacket, regulator, 1 empty tankbottle, 1 lamp (switched off, energy source separately packed, removed battery protected against short circuit)
          Boogieboard / Bodyboard / Wakeboard CHF 60.00 1 board
          Kite Surfboard CHF 60.00 1 kite, 1 board
          Waveboard CHF 60.00 1 board, 1 set of body protection (knee, arms, etc.), 1 helmet
          Archery Equipment CHF 60.00 1 set of bow and arrow packed in 1 durable protective container
          Bowling Equipment CHF 60.00 1 bowling bag, 1 bowling ball, 1 pair of shoes
          Fishing Equipment CHF 60.00 1 tackle box or 1 haversack or 1 angler’s basket, 1 rod, 1 bag or 1 box
          Sporting/Hunting Weapons plus Ammunition CHF 60.00 Sporting/Hunting guns, pistols, rifles plus ammunition (ammunition must be packed separately)
          Parachute Equipment CHF 60.00 1 set of Parachute Equipment packed in 1 container
          Skateboard CHF 60.00 1 board, 1 set of body protection (knee, arms, etc.) 1 helmet
          Tennis- / Squash-/Badmington Equipment CHF 60.00 1 set of rackets and balls packed in 1 bag
          Alpinist / Hiking / Walking Equipment CHF 60.00 1 backpack, 1 ice pick, 1 pair of climbing iron, 1 pair of poles
          Hockey Equipment CHF 60.00 1 hockey bag, hockey sticks, 1 pair of ice skates, 1 set of body protection (knee,arms, etc.), 1 helmet
          Inline skates CHF 60.00 1 pair of inline skates, 1 set of body protection (knee,arms,etc.), 1 helmet
          Additional sports equipment CHF 60.00

          * Recommendation for bicycle transportation: in a hard shell container or cardboard box. Turn the handlebar by 90 degrees, set to lowest position and tie to frame. Set saddle to bottom position, remove the front wheel and attach to frame and deflate all the tires. The bicycle transportation must be organised by the passenger itself. SkyWork Airlines won't give the money back to the payment of a packing for your bicycle.

          Please note that such additional items are booked in on request, and still require confirmation from SkyWork Airlines. Please consider that if you do not notify SkyWork of your oversized baggage or sports equipment, you may not be permitted to take them on board.

      • How do I book extra baggage (golf equipment, skis, bicycles or other items)?

        • You can book extra bags simply by adding them when booking your flight on our website. Beside the field for your name you will see the link for "Book Extra Services". The extra baggage charges will then be added to the total cost of your flight immediately. You can add extra baggage after you have made your booking or make an enquiry about special requirements by writing to the following email address: service@flyskywork.com

      • Hand luggage – Are there restrictions on the size and weight of hand luggage and the number of bags I may carry?

        • Passengers may take one hand baggage with a maximum weight of 8 kg. The dimensions of the hand baggage cannot exceed 55 x 40 x 20 cm.

          In addition, a notebook computer may be taken on board as well.
          The restrictions must be strictly adhered to.

          Please note that with fully booked aircraft the existing storage capacity is quickly exhausted. If this is the case, you can keep your cabin baggage until you board and get it back again directly after getting off the plane after landing. Your hand baggage is safely stowed in the hold during the flight.

      • What is permitted in my hand luggage?

        • Since 6 November 2006, the European Union (EU) regulation regarding liquids in hand luggage also applies in Switzerland for passengers departing from Switzerland and those transferring there. Containers filled with liquids, gels, creams etc. are only permitted in hand luggage if they have a capacity of 100 ml (1 dl) or less. The containers (tubes, tins, bottles) must easily fit into a clear, sealable plastic bag (e.g. a freezer bag) of a maximum of 1 litre. The plastic bag must be shown at the security check in the airport. Only one plastic bag per person is permitted. The same applies to children and infants. The only exception to the regulation is liquid prescription medicine. However, you are only permitted to bring the amount of medicine required for the duration of the journey in your hand luggage. You must also bring a doctor’s note to this effect. Medicines available without prescription (nasal sprays, contact lens fluid) are also permitted in limited amounts (approximately as much as you need for the duration of the journey incl. connecting flights). You may also bring baby food on board, but also only as much as is required for the journey. You may still purchase duty-free items of more than 100 ml. The duty-free shop assistant will seal the items in a plastic bag. The receipt for the purchase (with date of travel) must be attached and clearly visible on the bag (not applicable to purchases from outside the EU, Norway, Iceland and Switzerland). Please only open the plastic bag after you have disembarked.

      • Which items are not permitted in my hand luggage?

        • The following items are not permitted in your hand luggage, but may be packed in your check-in baggage: Firearms or firearm replicas, sharp weapons, items which could be used as a weapon (such as knives, pocket knives, scissors, nail files, knitting needles), heavy objects, which could be used as clubs (such as sports equipment, baseball bats, cricket bats etc.), hammers, chisels or screwdrivers, explosives and highly flammable substances, chemical and toxic substances.

      • Can I bring a musical instrument on board as my hand luggage?

      • Luggage loss or damage – who do I need to contact if I have left my hand luggage on the airplane by accident?

      • What do I do if my check-in baggage has been lost?

        • Please notify the Lost & Found office in the destination airport immediately upon arrival.

      • What do I do if my check-in baggage has been damaged?

        • Please notify the Lost & Found office in the destination airport immediately upon arrival.


  • Before your flight

      • Which travel documents do I require for the flight?

        • We recommend that you find out whether you require a visa for the destination country as well as a valid passport (or Swiss identity card for Swiss citizens) when you book your flight. The passenger is solely responsible for ensuring that they have all the required travel documents with them.

      • Will I receive a flight ticket after I make a booking?

        • After completing your booking, you will receive a booking confirmation by email. When you present this booking confirmation and the required travel documents at the check-in desk, you will receive your boarding card.


  • Service

      • Do I need to confirm my booking?

        • It is not necessary to confirm your flight with SkyWork Airlines. However, it is advisable to confirm your flight times with SkyWork or your departure airport around 24 hours before your departure, as flight times can be changed at short notice.

      • What happens to my personal data?

        • It is very important to us at SkyWork Airlines to protect your privacy and your personal details. We are especially vigilant of these issues with regard to our website. In order to protect your personal data from accidental or deliberate manipulation, loss or damage, and to prevent access from unauthorised persons as much as possible, we employ numerous technical and procedural security measures. We constantly optimise these security measures to keep up with new technological developments.

      • Is food served on SkyWork flights?

        • You will be very well looked after on all SkyWork flights. This service is included in your ticket price.

      • Are there toilets on the airplanes?

        • Toilets are available for passengers on all SkyWork Airlines airplanes. These can be used according the instructions given by the cabin crew.

      • What should I do if I have lost or not received the booking confirmation or a booking number?

        • You can contact our customer service team by email at (service@flyskywork.com). We will happily send you your booking confirmation again.

      • How do I find out what flights are available?

      • Animals – Can I bring an animal with me on the flight?

        • The transport of animals is only possible with the permission of SkyWork Airlines. Permission will only be issued for cats and dogs, the maximum weight of which, including the carrier, must be no more than 8 kg. Passengers travelling with a guide dog should contact our customer service team in advance of the flight by email at service@flyskywork.com or by telephone at http://flyskywork.com/en/services/customer-support.

      • How are the animals transported?

        • If permission for the transport of an animal has been issued, the animal can be transported in a water-tight carrier, box or bag with maximum dimensions of 40 x 40 x25 cm. As the animal carrier counts as oversized baggage, an extra charge of CHF 60.00 per flight will be added. The combined weight of the animal and carrier, box or bag must not be more than 8 kg. Animals may only be transported in the cabin.

      • Entry requirements for animals

        • If you wish to bring your pet with you on your journey, you must inform yourself about entry requirements for animals. Please ask your vet, relevant government office or the border control office. It is the sole responsibility of the passenger and pet-owner to ensure that they have the necessary entry and exit documents.

      • Can I bring a guide dog with me?

        • Guide dogs for blind or visually impaired persons may be brought on board for no extra charge. There are also no weight restrictions for these dogs. Passengers travelling with a guide dog should contact our customer service team in advance of the flight by email at service@flyskywork.com or by telephone at http://flyskywork.com/en/services/customer-support.

      • Children – Are there fare reductions for children?

        • Children under one year of age, who will travel on the lap of an adult without a seat of their own, will get a reduction of 90%. For small children who will travel in a child seat in their own seat, pay the same fare as children from 2 to 11. For children from two years of age up to and including eleven years of age, there is a maximum fare reduction of 25% on the price of the flight (not on the Economy tariff), but not however on additional services. Babies younger than 14 days old will not be permitted to travel on SkyWork Airlines flights.

          * SkyWork Airlines does not charge any air fares of babies and small children. Taxes and fees can nevertheless arise depending on the route, which are levied by the airports.

      • How do I make a booking for children or infants?

        • Flights for small children who can sit on an adult's lap during the flight and flights for children over two years of age can simply be made on our booking page on our website. Please note that children under twelve years of age must be booked in the same booking as the accompanying adult (same booking number).

      • How much luggage can my child bring?

        • The same baggage allowances apply to children from two to twelve years of age as for adult passengers. Babies and small children have no baggage allowance on SkyWork Airlines. However strollers, buggies and carry-cots for small children can be brought onto the flight free of charge (one per child).

      • Can I bring a buggy on board the airplane?

        • One stroller, buggy or carry-cot for each child can be brought onto the flight free of charge. It will be checked-in as regular baggage and large buggies will be checked-in as bulky luggage. Small, light buggies can be brought as far as the gate.

      • Can my child travel alone?

        • SkyWork Airlines permits children from five years of age to travel alone. For this service, a charge of CHF 60.00 per flight/child will apply. For further information and in order to book a child travelling alone, please contact our customer service team by email at service@flyskywork.com or by telephone at http://flyskywork.com/en/services/customer-support. Our staff are great with children and will make sure that your child is comfortable during the flight and arrives safely at their destination. Please note that in certain countries there are special laws for the entry and exit of children and minors travelling alone. We would like to clearly state that adhering to the relevant state entry and exit regulations is the sole responsibility of each passenger and therefore advise you to inform yourself fully at the relevant state offices or embassies about the requirements, well in advance of the journey, and to ensure that you have all the necessary documents.

      • Responsible national enforcement bodies about the topic of passenger rights?

        • GERMANY
          Luftfahrt-Bundesamt (LBA)
          DE - 38144 Braunschweig

          Mo-Do (9-16 Uhr), Fr (9-15 Uhr)
          Tel.: +49 531-2355 115
          Fax: +49 531-2355-598
          fluggastrechte@lba.de
          www.lba.de


          FRANCE
          DGAC - Direction générale de l'aviation civile
          Direction du transport aérien
          Mission du Droit des passagers
          Bureau des passagers aériens
          50, rue Henry Farman
          FR - 75720 Paris cedex 15

          Fax: +33 1 58 09 38 45
          www.developpement-durable.gouv.fr


          ITALY
          L'Ente Nazionale per L'Aviazione Civile
          Viale del Castro Pretorio, 118
          IT - 00185 Rome

          Tel.: +39 06 44596-1
          Fax: +39 06 44596 493
          cartadiritti@enac.gov.it


          CROATIA
          Croatian Civil Aviation Agency
          Ulica grada Vukovara 284
          HR - 10000 Zagreb

          Tel.: +385 1 2369 300
          Fax: +385 1 2369 301
          passenger.rights@ccaa.hr
          www.ccaa.hr


          THE NETHERLANDS
          Inspectie Leefomgeving en Transport
          Human Environment and Transport
          Inspectorate
          Postbus 575
          NL - 2130 AN Hoofddorp
          www.ILent.nl

          Passenger Complaints:
          Postbus 575
          NL - 2130 AN Hoofddorp
          www.ILent.nl


          SWITZERLAND
          Office Fédéral de l'Aviation Civile
          Bundesamt für Zivilluftfahrt

          Tel.: +41 31 325 80 39/40
          Fax: +41 31 325 90 60
          passengerrights@bazl.admin.ch
          www.bazl.admin.ch


          SPAIN
          Agencia Estatal de Seguridad Aérea
          División de Calidad y Protección al Usuario
          Avda. General Perón, 40, Acceso B
          Receptión planta 1a
          ES - 28020 Madrid

          Tel.: +34 91 396 82 10
          www.seguridadaera.es


          UNITED KINGDOM
          The Retail Ombudsman
          Aviation Complaints Centre
          12-14 Walker Avenue
          Stratford Office Village
          Wolverton Mill
          Milton Keynes
          MK12 5TW

          Tel.: +44 203 540 8063
          aviation@theretailombudsman.org.uk
          www.theretailombudsman.org.uk


  • Travelling with a disability

      • Can passengers travel with a wheelchair?

        • Passengers with a disability are of course welcome to bring their own wheelchair on the flight, as long as the wheelchair does not contain any wet batteries or unsealed batteries that could leak. If your wheelchair is battery-operated, please note that it or any other battery-operated mobility aids with leak-proof dry or gel batteries, can only be permitted on board if the battery is disconnected and the battery terminals are secured against short-circuiting and isolated. Furthermore, the battery must be secured firmly to the wheelchair or mobility aid. There is no extra charge for wheelchairs, but we kindly ask you to notify us that you will be travelling with a wheelchair by writing to us at the following e-mail address: service@flyskywork.com

      • When does a passenger require someone to accompany them?

        • Completely immobile passengers require someone to accompany them for safety reasons. Passengers who cannot move easily by themselves and/or who may become disorientated also require someone to accompany them.

      • What are the requirements for visually impaired people?

        • Passengers with visual impairment neither must have someone accompany them nor a guide dog. In case you want to take a guide dog onboard we kindly ask you to understand that unfortunately only one guide dog per flight is allowed. The guide dog may travel on board free of charge. However, please inform our customer service team of this in advance, either by email at service@flyskywork.com or by telephone at http://flyskywork.com/en/services/customer-support. We recommend that you enquire about whether the place for your guide dog is still available before you book your flight.

      • What services are offered for people with disability?

        • Passengers with a disability are of course the first to board the airplane with SkyWork Airlines. Should you and the person accompanying you require additional help at check-in or boarding, we will do whatever we can to help you. Please inform our passenger service at service@flyskywork.com. These additional services are free of charge.

      • Pregnant women – When can pregnant women travel?

        • Women with pregnancies without any complications can travel up to and including the 36th week of the pregnancy without any cause for worry, as there are no increased health risks. Please note that if requested you must present a medical certificate (maternity card) which states the stage of your pregnancy. You should not fly after the 36th week of pregnancy up until the birth. Generally you should avoid flying during a pregnancy if you • are expecting multiple births or • have already suffered a miscarriage or • suffer from heart or circulation problems. During the entire period of pregnancy there is an increased risk of thrombosis. It is best to speak to your doctor before your planned journey to make sure there are no potential risks.

      • Which travel documents do pregnant women require for the flight?

        • Please note that if requested you must present a medical certificate (maternity card) which states the stage of your pregnancy. You should not fly after the 36th week of pregnancy up until the birth.


  • Check-in

      • How does check-in work and what do I need?

        • At Bern Airport you will require your booking confirmation with your individual booking number and a valid passport or a valid identity card (for Swiss citizens travelling within the Schengen area) for check-in. Please inform yourself well in advance of your departure whether you require a visa or other entry documents for entry into the country you are travelling to. The relevant consulate will provide you with this information. After you have successfully checked-in, our check-in staff will give you your boarding card. Please then make your way to passport control and the gate. The check-in desk closes 20 minutes prior to the departure of every flight. Check-in for your return flight in the destination airport is the same as in Bern. Please take note of the closing times of the check-in desks at other airports.

      • When can I check-in?

        • We recommend that you arrive at the check-in desk at least 90 minutes prior to the departure time. The only exception is Bern Airport. There you should arrive at least one hour before the flight for check-in. Our check-in desks open normally 90 minutes before departure and close 45 minutes (Bern: 20 minutes) prior to departure. In order to ensure that the flight leaves punctually, later check-in is not possible. If you arrive late at the check-in desk, you forfeit your right to board the flight. You can easily check in online between 47 hours and 3 hours before departure by clicking on Web Check-In on the main page of our website. You can check in all the passengers on your booking in one process in the web check-in. Small children can also be checked in this way. When checking in online, please use the spelling of your name as it appears on the booking confirmation. After you have successfully checked in online, please print out your boarding card.

      • Can I check-in the day before?

        • The check in the day before is not possible. Instead our Web Check-In is available for many flights and airports between 47 hours and 3 hours before departure.

      • How does web check-in work?

        • All of the relevant conditions and steps for web check-in can be found directly on our website at:

          Web check-in

      • What are the advantages of web check-in?

        • You can check in quickly and easily online. You can generally check in (Web Check-In) from your office or at home between 47 hours and 3 hours prior to departure and then simply print out your boarding card or use your smartphone and save the boarding pass in your wallet app.

      • Can I select a seat when I check-in?

        • You will be given a seat number at the check-in desk in the airport. If you use our Web Check-In, you can select a seat during the check-in process.


  • Changing or cancelling your booking


Should you have any additional questions get in touch with our customer support via email at service@flyskywork.com or telephone. More information can be found here.

 




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