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FAQ-Forum

questions ?

Find here the most frequently asked questions. If necessary you can contact us

General

Which is the best time to book a flight?

Our website flyairsenegal.com always offers you the best rates, especially if you book. You can check our rates at any time. We are sure that you will find an offer that perfectly meets your desires.

After using my credit card to pay, I was redirected to an unknown website. What should I do?

If you pay with a credit card, you are redirected to our payment service provider’s secure website where you are asked to enter your banking information so that your payment can be processed.

Once the payment is completed, you are then redirected to a confirmation page on the Air Senegal website.

Should you have any doubts, please do not hesitate to contact us.

What does PNR stand for?

PNR is short for Passenger Name Record. It is the number of your reservation.

What is the difference between a ticket and a boarding pass?

Once you have paid for your booking, you will receive a ticket. If you book online, you will receive an electronic ticket (e-ticket). If you book in a travel agency, you will receive a paper ticket.

The ticket contains all the information about the journey you have purchased. Each ticket has a number

The boarding pass gives you access to the aircraft. You receive it once you have checked in for your flight. If you check in at the airport, you will receive a paper boarding pass. If you check in online, you will receive an electronic boarding pass.

 

Is there a minimum time limit for the connecting flights?

If you book your entire trip with Air Senegal, you will always have at least the minimum time necessary to take a connecting flight at Blaise Diagne airport. Check which gate your connecting flight leaves from and allow enough time to clear security and customs. Be at the gate for your connecting flight no later than 30 minutes before departure.

Cancellation / Claim

Will I be notified if my flight is cancelled or changed? And what should I do in this case?

If we have your contact details (email address or mobile phone number), we will contact you to inform you of any changes to your flight and we will do our best to offer you an alternative.

If you did not provide us with your contact details when you made your booking, you can still provide it to us by calling the customer service number +221 301 15 15 15 or by emailing serviceclient@airsenegalsa.sn or on social networks.

I have booked my flight through a travel agent. How can I cancel the booking?

For flights booked through a travel agency, contact the travel agency directly

I have requested a refund. How and when will I receive it?

You will only receive an email once we have started processing your refund request. This can take up to a few days.

If you have paid with your credit card, the refunded amount will be credited to the card used for the booking. We may ask you for additional information in order to process the refund. We do our best to process all requests as quickly as possible, but delays are possible. If you wish to contact us, please remember to include the reference number of your refund request in all communications.

Infant

Under what age are passengers considered to be babies or children?

A baby is considered as such if he/she is under 2 years old. A child is considered as such between 2 and 11 years old.

Can my child travel alone?

 

Up to the age of 5, children must be accompanied by a person of at least 16 years of age (family member or legal guardian) or 18 years of age (non-family member) who will be responsible for the child throughout the journey. In addition, the child must travel on the same flight as their parents or guardian and in the same class of travel as their parents or guardians.

Children under 12 years of age must be accompanied by a person of at least 12 years of age, who will be responsible for the child for the duration of the trip. In addition, the child must travel on the same flight as their parents or guardians and in the same class of travel as their parents or guardians, unless the Unaccompanied Minors service has been booked.

How can I book a flight for an unaccompanied minor?

Children aged between 5 and 11 years travelling alone can use our escort service for unaccompanied minors. This service is also available on request for passengers aged 12 to 18.

Reservations must be made through our Service Centre and a fee may apply for this service.

Can I check my children myself?

Yes, you can check in your children yourself.

Please make sure you have all the necessary documents for the journey.

Bagagges

I only have hand baggage, what should I do?

If you have only hand baggage and have already checked in online, you can go directly to the boarding gate. By using this service, you avoid the liquid restrictions, as long as your hand baggage does not exceed the maximum weight limit.

What kind of liquids can I take in my hand baggage?

Carriage of liquids and gels in the cabin is regulated by international safety standards.

You can only carry a limited amount of liquids and gels in your hand baggage. The maximum total quantity carried must not exceed 1 liter in individual containers of 100 ml each. In addition, liquids and gels must be placed in a closed transparent plastic bag.

What is the baggage allowance for babies under 2 years of age?

A baby (under two years) is entitled to a maximum of one piece of baggage of 10 kg in the hold.

 The baby’s bag is allowed on board.

Children (between 2 and 11 years) have the same free baggage allowance as adults depending on the class of travel.

In addition to the free baggage allowance, you may also carry 1 pram or pushchair or 1 car seat free of charge. If you have not booked a child-restraint seat for your baby, the child-restraint seat and the pram will be carried in the hold. As for the pushchair, you can bring it to the door of the aircraft and we will put it in the hold of the aircraft from there.

Which items are subject to the airline's approval?

For some items, prior approval is required from the airline.

This is the case for the following items:

  • Lithium batteries
  • Weapons and ammunition
  • Dry ice
  • Electrical mobility aids
  • Avalanche rescue backpacks and life jackets
  • Gas cartridges

I forgot a personal item on board the aircraft. What should I do?

If you have forgotten a personal item on board the aircraft, contact the lost and found department at your arrival airport.
Your baggage is considered lost if it has not been found after 21 days of searching.
In this case, you may be entitled to compensation.

My baggage has been lost. What should I do?

Your baggage is considered lost if it has not been found after 21 days of searching.
In this case, you may be entitled to compensation.

I have baggage to check in. Can I check in online?

Yes, you can check in online when travelling with check-in baggage. When you arrive at the airport, go to one of the check-in desks or to the self-service baggage drop-off points (if available) to check in your baggages.

How much baggage can I take?

The number and total weight of allowed baggage (your free baggage allowance) depends on your class of travel and your itinerary.
The exact number and weight of allowed baggage is indicated on your e-ticket.

Items have gone missing from my checked baggage. What should I do?

If some items are missing from your checked baggage, you can submit a written complaint to the carrier within 7 days of receiving the baggage.

The carrier’s liability may be partially or fully excluded for fragile or perishable items, food, statues or art objects, money, keys, jewellery, precious metals, computers, cameras, medicines, mobile phones, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples, etc. in your checked in baggage, in accordance with the Montreal Convention.

My baggage has been damaged. What should I do?

If your baggage has been damaged, you should report it at the airport or online using this form.
If your baggage can be repaired, you can take it to one of our partner repair shops.

What should I do if I miss my free baggage allowance?

In case of excess baggage, you will be asked to pay a supplement.

Avoid unpleasant surprises by checking your allowance.

Special Assistance

What services are available for passengers requiring special assistance?

If you have special (medical) needs or mobility difficulties, we will be very happy to provide you with special assistance free of charge to make your journey as comfortable as possible.

Can I travel with a wheelchair?

If you need a wheelchair, you must let us know in advance even if you do not need any assistance.

Please note that battery-powered mobility aids must comply with current legislation on dangerous goods.

Can a passenger travel on a stretcher?

Passengers travelling on a stretcher must be accompanied by a paramedic, whose services will be paid for by the passenger or the insurance company.

Can I fly during my pregnancy?

 Pregnant women with an uncomplicated pregnancy can travel on Air Senegal until the end of the 36th week of pregnancy. A medical certificate stating the expected date of delivery may be required.

In case of multiple pregnancy or complications, we will need more information from you.

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