General conditions of the contract for the carriage of passengers and baggage.
Purpose and applicable regulations
Special discounts for residents and large families
Seat reservation. Early seat booking
Timetables and connections, delays, detours, substitution, flight cancellation and Passengers denied boarding
Basic, Optima and Excellence fares
Check-in and administrative requirements
Right of the carrier to deny the carriage of passengers and carriage restrictions
On-board conduct and extended use policy for electronic devices on-board
Liability for human and material damage
Liability for delays
Own and third party additional services
Purpose and applicable regulations
The Ticket shall only be valid for the flight specified therein and for the person who appears as the Passenger. The Ticket is non-transferrable and may not be disposed of to third parties.
The Ticket shall also include a reference to these General Conditions of Carriage and any other information which VUELING considers to be essential.
The contracted service of carriage includes the itinerary specified on the Conjunction Ticket, from the departure airport through to all scheduled stopovers until the final destination airport and is subject to the corresponding service charge.
The Passenger’s entitlement to cancel one or more segments remains unaffected, except in the case of the Excellence Fare.
Vueling has standing agreements with other airlines to offer flights operated by said airlines. During the booking process, Vueling will specify which airlines operates the flight. On codeshare flights, the conditions of carriage of the airline operating the flight will apply, whereby it is advisable to consult said conditions to find out the accepted baggage dimensions and costs, check-in times, minors or the carriage of animals.
In case of specific needs, Vueling may operate certain flights using aircraft operated by other companies. In such cases, Vueling will inform passengers as to the identify of the company operating the flight.
Once the booking has been made through the corresponding payment, the ticket cannot be cancelled by the Passenger, whereby the price paid shall not be refunded except in cases expressly provided for herein, such as the exceptional circumstances contemplated in Point 4.5 or by way of application of the provisions in Point 9.2 et seq. in relation to the Excellence Fare.
The price of the Ticket only includes carriage from the departure airport to the destination airport, as well as all scheduled stopovers in the case of Conjunction Tickets. The price of the Ticket or Conjunction Ticket does not include land transport services between airports, nor between the airports and/or terminals of the destination city.
The prices of VUELING Tickets are dynamic and depend on the retail channel.
Taxes and administration fees
Non-use of the ticket:
A Passenger who is unable to travel due to exceptional circumstances is required to submit a claim and a copy of any supporting documentation (for example, the death certificate in the event of the passing of parents, children, spouse or civil partner) to Vueling’s customer services team either by post or by filling in a web form online.
On receipt of this claim, Vueling will assess the expediency of issuing a credit, refund or ticket change in light of the exceptional circumstances in question.
Specifically, in the event of hospitalisation or the death of a family member, ONLY A MEDICAL OR DEATH CERTIFICATE, respectively, will be accepted as proof and in any case must be submitted within 7 working days of the situation occurring. Claims received after this period will not be admitted, except in the event of force majeure, and in any case the claimant must have notified VUELING by telephone prior to the departure of the flight affected.
We recommend that Passengers take out appropriate travel insurance to cover this type of eventuality.
Free Tickets or reduced fares that are not directly or indirectly available to the general public
Passengers travelling for free or on a reduced-fare ticket that is not directly or indirectly available to the general public shall not have the rights as provided for other Passengers in Regulation 261/2004, of 11 February 2004. Furthermore, they must at all times be able to justify the reduced fare or free nature of their ticket.
VUELING shall issue Passengers with invoices when expressly requested via the Internet or by phone.
VUELING shall not be liable for any additional charges made by the entity that provides the specific payment method for the Passenger.
Special discounts for residents and large families
Discounts for residents
Discounts for large families
Seat reservation. Early seat booking
Requirements for the booking
The seat reservation for a flight shall be confirmed once the Carrier issues the Ticket without requiring subsequent confirmation of the reservation.
Changes to a booking
Early seat booking
Seat selection is subject to the conditions of each Fare, as set out in General Condition 9.
Early seat booking is optional and subject to seat availability at the time of the request and applies exclusively to individual passengers with a previously issued air ticket.
This service is not available for the following passengers, who must check in at the airport:
The booking and use of the seat cannot voluntarily be transferred to another passenger.
No deductions are applied for Residents or Large Families as this is a voluntary option for passengers. The cost of early seat booking includes all applicable taxes.
Vueling may change the allocation of booked seats for operational reasons, safety or control. This is especially valid in the case of seats located next to emergency exits, which may not be occupied by Passengers who require seatbelt extensions, pregnant women, minors under fifteen years of age, passengers with small children or persons with functional disabilities or – in general – all those who, in the event of an accident, are unable to provide the flight crew with assistance as required by international aeronautical regulations applicable to Passengers occupying the aforementioned seats.
If the Passenger subsequently wishes to change a reserved seat, Vueling shall assign a new seat according to availability or choice, but shall not reimburse the extra charge paid for the first seat.
Passengers with reduced mobility and Passengers with plaster casts
At EC airports, it is the responsibility of each airport to provide assistance for passengers that are disabled or have reduced mobility. Vueling, providing the Passenger notifies us as at least 48 hours before departure, will make sure the company in charge of the airport assistance service receives the request for assistance. Once at the airport, the Passenger must go to one of the official meeting points designated for this purpose and request assistance there. It is recommended that the Passenger consult a map of the airport in order to locate the closest meeting point.
At non-EC airports, Vueling shall – within the terms and conditions laid down in law – provide assistance for passengers with disabilities or reduced mobility who have requested this service at least 48 hours before the flight.
At no additional charge, Vueling shall provide the assistance specified in Annex II to Regulation (EC) No 1107/2006, of 5 July, for Passengers with reduced mobility who have stated their need for special assistance and who are departing from, arriving at or travelling through an airport included in the journey specified on a Ticket or on a Conjunction Ticket.
Passengers with a leg in plaster may fly as long as they provide a medical certificate that proves that the plaster cast was applied more than 24 hours earlier and under the following conditions:
The Passenger shall not be able to reserve just one Priority seat, Excellence seat or XL seat to avoid having to comply with the conditions set out herein. In all cases, the Passenger must contact the Carrier’s Customer Services to reserve the adjacent seat(s).
Times, connections, delays, diversions, changes, flight cancellations and Passengers refused boarding
If the Passenger purchases one or more Point-to-Point flights, it is the responsibility of the Passenger to allow sufficient time to collect their baggage from the first flight (if applicable), check it in again, go through the security control and reach the boarding gate of the second and/or subsequent flight. Each Point-to-Point flight constitutes a separate contract of carriage. Therefore, Vueling shall not be held liable for missed connections. The above provisions shall not be applicable to Conjunction Tickets. For connections with a window of less than 50 minutes, we advise the Passenger to reserve a seat in the front rows of the plane so they can be among the first to exit. Vueling shall not be held liable if a Passenger misses a connecting flight for reasons attributable to the Passenger.
Delays, Cancellations and Overbooking
The Passenger must attach an identification label to their baggage containing truthful and up-to-date information before checking it in. Thereafter, VUELING shall be liable for the Passenger’s baggage. The Carrier shall provide the Passenger with a baggage registration voucher, certifying that it has been checked in, which must be kept by the Passenger until they have collected the baggage.
Objects that endanger the aircraft or the people or equipment on board, such as those specified in the Dangerous Goods Regulations of the International Civil Aviation Organisation (ICAO) and the International Air Transport Association (IATA), which include but are not limited to gas cylinders, inflammable liquids and solids, poisons, radioactive material, corrosives, fire arms and explosives, will not be accepted for carriage in the cargo hold or overhead lockers on board without the prior express consent of Vueling. For further information about dangerous goods, please consult our regulations.
If you have any queries regarding which articles you can carry on to the aircraft or check in for carriage in the cargo hold, or where specific items should be carried, please contact us before you travel or ask at the ticket sales desk or customer services desk when you arrive at the airport.
Carrier’s entitlement to inspect luggage
Luggage allowance per Passenger
With the Basic fare, checking in one case of up to 23 kg per passenger is subject to the payment of a variable supplement according to the individual characteristics of each flight. The Optima and Excellence fares include one checked-in case of up to 23 kg per passenger at no extra cost.
All of the fares allow Passengers to check in more than one item of luggage, providing they pay the corresponding charge per item. The allowance may be increased by paying the corresponding charge, subject to a limit of 32 kg per item of luggage.
The allowance may be increased by paying the corresponding charge, subject to a limit of 32 kg per item of luggage. If the Passenger wishes to check in more than one item of luggage, the maximum allowance is 50 kg per Passenger and is subject to the corresponding supplement. Vueling is entitled to deny carriage of all or part of any baggage exceeding this allowance or for which an excess baggage charge has not been paid. Babies less than two years old may carry a push-chair, basket or cot providing it is fully folded.
Each Passenger may only carry one item of hand luggage of up to 10 kg and no larger than 55x40x20 cm, with the exception of the Excellence fare which allows for one item of hand luggage of up to 14 kg.
In addition, the Passenger may carry one extra item free of charge and which must be significantly smaller than 35x20x20 cm, such as a small briefcase, a handbag or camera, such items must always be kept under the seat in front.
At the boarding gate, all hand luggage which does not comply to the company’s regulations, i.e. which exceeds the amount, weight or measurements stated above, shall be removed and stored in the cargo hold of the plane, at an additional charge.
The Carrier reserves the right to cancel a booking and deny boarding to those Passengers who fail to meet the hand luggage requirements specified above.
This is unless, due to local security reasons in the country of origin or destination, such items are not allowed on board, without prejudice to the rules governing the carrying of certain products as hand luggage.
Items (including musical instruments or similar) that do not meet the size requirements for hand luggage shall not be accepted for carriage in the overhead lockers of the passenger cabin, unless the Passenger has purchased an additional Ticket or Conjunction Ticket for the items.
The following items may not be carried as hand luggage:
In accordance with the provisions of Regulation No 185/2010, containers with liquids, aerosols and gels and products of a similar consistency (for example, toothpaste, hair gel, drinks, soups, perfume, shaving foam, aerosols, food spreads, and other items with similar consistencies, etc.) may only be carried as hand luggage providing that they are carried in containers with a capacity not greater than 100 ml, which will be placed inside a transparent bag with a maximum capacity of 1000 ml or equivalent that is completely sealable. Only one bag per Passenger is allowed.
It is also permitted to carry diet products, medication (liquids or semi-solids) to be used on board, as well as necessary medical instruments such as syringes, for which you should provide a certificate of authenticity at security when required.
It is permitted to take on board liquids purchased at:
- Shops at the flight departure airport located beyond the security control point, points of sale subject to approved security procedures as part of the airport security programme, providing they are packed in a tamper-evident bag and that the passenger can prove they have been purchased at that airport on that same day.
- At points of sale situated in the security restricted area subject to approved security procedures as part of the airport security programme.
- At shops in other EU airports, on condition that the liquids are packed in a tamper-evident bag inside which satisfactory proof of purchase at airside at that airport on that day is displayed.
VUELING recommends reading the aforementioned Regulations for more details on the current prohibitions concerning hand luggage.
VVUELING shall deny boarding, at any time and with no economic compensation, for all hand luggage that fails to meet the requirements set out in the aforementioned Regulations.
All hand luggage must be placed at all times in the overhead lockers installed for that purpose, under the Passenger’s seat or where specified by the cabin crew. The Excellence fare entitles the Passenger to a reserved space for hand luggage of up to 14 kg. The Passenger shall be held liable for any damage caused to VUELING or to third parties by their luggage, unless due to negligence on the part of VUELING.
Collection and handing over of luggage
- Passengers may collect their luggage as soon as the Carrier makes it available to them at the points designated for this purpose at the destination airport. The unprotested collection of luggage on the part of the holder of the luggage registration voucher or Ticket within the legally stipulated periods implies they waive the right to make subsequent claims.
- The Passenger authorises VUELING to the effect that, if the Passenger’s luggage is lost, they may conduct, either themselves or through a third party, the necessary investigations to locate the owner, by means of existing objects or elements on the inside or outside of the luggage and duly respecting the confidential nature of the personal data obtained.
- If the Passenger fails to collect their luggage within 7 days of its being made available to them, the Carrier may demand the sum of 8.82OS per day of storage. If the Passenger fails to collect their luggage within six (6) months of the date it was made available to them, VUELING may dispose of the luggage without liability.
- If a Passenger claims an item of luggage but fails to provide the corresponding luggage registration voucher, the item in question shall only be handed over to the Passenger if they can provide proof satisfying the Carrier that the item belongs to them. If VUELING so requests, in justified cases and before they can collect their luggage, the Passenger must provide the economic means to cover any loss, damage or expense incurred by the Carrier as a result of the baggage delivery.
- VUELING is entitled to impede or deny baggage delivery to any Passenger carrying a suspicious item of luggage, or upon a request in this regard from another passenger or from Spanish State Security Forces or the security forces of each country. In such cases, the Passenger must complete all procedures laid down by law before collecting the luggage and the Carrier shall not be held liable for the delayed or denied baggage delivery.
- If the Passenger purchases one or more Point-to-Point flights, it is the responsibility of the Passenger to allow sufficient time to collect their baggage from the first flight (if applicable), check it in again, go through the security control and reach the boarding gate of the second and/or subsequent flights. The above provisions shall not be applicable to Conjunction Tickets.
- In the case of Conjunction Tickets, the Passenger must check in their baggage at the departure airport and collect it at the destination airport; the Carrier shall be liable for handling the baggage during all stopovers included in the route.
- In the case of lost or damaged luggage, the rules established by national and international standards shall be applied, particularly the 1960 Air Traffic Act and the Montreal Convention of 28 May 1999, as well as Regulation (EC) No. 2027/97 of the European Council.
- VUELING shall be liable in cases of destruction, loss, delay or damage to luggage, up to a sum of 1,131 Special Drawing Rights per passenger. A Passenger can benefit from a higher liability limit by making a special value declaration, for which they must pay a supplementary charge. As regards unchecked luggage, VUELING shall only be liable for damages caused by its fault.
- If checked luggage has been damaged, lost, destroyed or delayed, the Passenger must inform VUELING in writing at the earliest opportunity and in any case within 7 days for damaged luggage and within 21 days for lost luggage. The aforementioned periods will begin from the moment the luggage is handed over.
- In any case, VUELING will not be liable for damages such as dents, scratches, stains and broken handles/wheels, unless (i) the luggage is proved to have been in perfect condition before it was handed over to VUELING, (ii) the damage is specified, and (iii) it is proved that the alleged damage occurred during the time that VUELING was responsible for the luggage.
- VUELING will not be liable for damages to perishable and fragile items carried as hold or hand baggage, unless (i) it is proved that said items were packed correctly, (ii) the damage is specified, and (iii) it is proved that the alleged damage occurred during the time that VUELING was responsible for the luggage. For further information about perishable and fragile items, please consult our regulations.
- If the airline operating the flight is not VUELING, the Passenger may register a complaint or claim with either carrier.
Animals and special luggage:
Passengers who usually require a guide dog or an assistance dog may take the animal on board with them, providing the animal is appropriately secured and the Passenger accepts liability for any damages caused.
Assistance dogs are those that have been individually trained to help people with a special need. To fly with one of these dogs you need an official, physical certificate qualifying it as an assistance dog or guide dog, issued by a member of Assistance Dogs International (ADI) or International Guide Dog Federation (IGDF).
During the booking process, the Passenger may choose to contract the service for carrying a pet in the cabin of the aircraft, as animals may not be carried in the hold of the plane, for which an additional fee will have to be paid and the following conditions must be met:
- Only animals such as dogs, cats, birds (except birds of prey), fish and terrapins are allowed on board. Other families of animals such as rodents, lagomorphs (e.g.: rabbits), farm animals or animals that produce smells (ferrets) or noises that are annoying for the rest of the passengers or that may put security on board the plane in danger will not be allowed on board.
- The animal must be enclosed in a travel carrier that is not a rigid container and which must have breathing holes and a waterproof bottom; a home-made box is not acceptable. If the container is deemed to be unacceptable or unsafe at the exclusive judgement of the cabin crew or airport personnel, it will be rejected.
- The maximum size of the carrying box is 45 cm long, 39 cm wide and 21 cm high.
- The maximum weight of the carrying box (including the animal and its additional items) is 8 Kg.
- Food and drink bowls must be securely covered to prevent their content from spilling.
- During the flight, the box must remain on the floor between the Passenger’s legs or under their seat. It is forbidden for the box to be carried on the seat adjacent to the Passenger, even if unoccupied, or on their lap.
- Vueling is entitled to reject all animals whose special characteristics (unpleasant smell, poor health, inadequate hygiene or violent conduct) may cause distress or danger to fellow passengers.
- All passengers carrying animals must take charge of them at all times and deal with any problems they may cause.
- The animal may not be taken out of its container under any circumstances between boarding and exiting the plane.
- Only one animal per box may be carried.
- Animals may not be carried on Excellence or XL seats.
The Passenger must ensure that the regulations in force in the country of destination allow the animal to be carried and to enter the country in accordance with local legislation and that it (i) fulfils all the required standards of hygiene and (ii) has all required documentation for its ownership and transportation.
The Passenger will be liable for any damages (such as fines imposed by the destination country of the flight, etc.) incurred by VUELING through the transportation of their animal without suitable documentation.
Only two animals are permitted on board in cabin on a single flight. The online booking system does not offer this service to passengers that wish to book once the maximum number (2) has been reached.
VUELING does not offer the option of carrying animals in the plane’s cargo hold.
For the carriage of sport equipment and special luggage, the Passenger must accept the specific conditions and fees at the time of booking.
Carriage of equipment pertaining to persons with reduced mobility
In accordance with the provisions of Regulation (EC) No 1107/2006, up to two pieces of mobility equipment per disabled person or person with reduced mobility can be carried, at no extra cost.
Basic, Optima and Excellence fares
The Basic fare includes carriage from the departure airport to the destination airport, as well as the accumulation of points for the Punto loyalty programme.
The Basic fare only allows you to check in luggage and select a seat upon payment of the corresponding supplements.
The Optima fare includes, in addition to the features of the Basic fare, the following services:
(i) “Bring your Flight Forward”, allowing you to swap your flight for an earlier one departing the same day, at no additional cost. You can only make this change at the sales desk at the airport, between 2 hours before departure of the new flight and closing time of the check-in desk, which is 40 minutes before departure of the new flight, except in Rome, which closes 45 minutes before departure. This service is only valid at airports in Spain, along with Rome (FCO), Milan (MXP), Paris (ORY) and Venice (VCE), for flights operating more than once a day.
(ii) Free reservation of a specific in-flight seat from the seats available for this fare.
(iii) Free check-in for one item of luggage (up to 23 kg).
Optima fare bookingsYou can book the Optima fare providing it is available for the desired journey. Combinations of Optima fare and Excellence fare for the different legs of a single booking are not permitted. You will automatically be sent the boarding pass by email upon completion of the purchase process as long as a seat has been assigned.
Changes to Optima fare bookings
You can change flight free of charge for another that departs the same day providing there are seats available, subject to the provisions set out in section 9.1 (i).
You cannot change from the Optima fare to the Basic or Excellence fare.
Once you have booked the Optima fare, you can only change the date, times and name within the Fare itself, subject to the corresponding fee.
The Excellence fare includes, in addition to the features of the Optima fare, the following services:
(i) Free reservation of an Excellence seat in the front row of the plane. If there are no seats available, the Carrier may give the Passenger a seat in the second row of the plane without changing the features.
(ii) Room reserved on the plane for hand luggage of up to 14 kg.
(iii) Priority boarding and check-in desks. This service is only available at Barcelona, Madrid and Bilbao airports.
(iv) Flexibility on changing the date and time of your flight, providing there are seats available and you pay the difference between the original ticket and the price of the ticket that is available at the time of change, if applicable. If the available fare is lower for the new flight, Vueling shall not reimburse the difference.
(v) Refunds permitted if the customer is unable to fly. The refund must be requested at least 2 hours before departure.
(vi) A snack and drink on board.
Excellence Fare bookingsYou can book the Excellence fare providing it is available for the desired journey. Combinations of Excellence fare and Optima fare for the different legs of a single booking are not permitted.
You will automatically be sent the boarding pass by email upon completion of the purchase process as long as a seat has been assigned. Due to the location of Excellence seats, this fare is not available for minors under 24 months old, minors between 24 months and 11 years of age who are not accompanied by a responsible companion over 16 years of age, pregnant women or passengers with special needs. Nor may animals be carried.
Changes to Excellence Fare bookings
You cannot change from the Excellence fare to the Basic or Optima fare.
If you wish to change flight date or times and the Excellence fare is not available for the new flight, you may choose to fly under the commercial conditions of the Basic or Optima fares, if such are available for the new flight. The Excellence fare ticket will then be cancelled and the price refunded and a new booking will be made under the Basic or Optima fares. As soon as you have made