Frequently Asked Questions Jet4you

RESERVATION

  • Is it possible to reserve a flight and pay at a later date?

    At Jet4you, like the low cost airlines, tickets can only be reserved with simultaneous payment. On all of the pages of Jet4you’s site, 'reservation' is understood to be 'the purchase' of a jet4you ticket.

  • Where is it possible to reserve Jet4you tickets?

    You can make your reservations through our Internet Site at www.jet4you.com, our call centre , our desks at the airport or even through travel agents. The most cost-effective way is however reservation by our internet site.

  • When is the deadline for making a reservation?

    We can accept reservations up to 2 hours before flight take-off time both on our Internet site and on the telephone. After this time, you will be able to make a reservation directly at our desks at the airport, up to 1 hour before the flight.

  • When a flight is reserved, is confirmation provided?

    When your reservation is concluded you will receive a reservation confirmation with your reservation number by email or fax. This reservation number acts as your plane ticket, which is why we recommend that you keep a note of it, as you will need at check-in or if you want to contact us again for additional information.

  • I have not received any confirmation by email/fax. What do I have to do?

    If you have received no confirmation, contact our call centre which will resend you the confirmation of your reservation by email or fax.

  • What happens if I have forgotten or lost my reservation number?

    If you lose or forget your reservation number, please contact our call centre (# France: 0899 190 043; #Morocco: 0890 404 404), which will resend you your confirmation of reservation by email or fax.

  • Is it possible to reserve a flight connection/flight continuation?

    We only sell single flights. It is then up to you to put together your journey on an individual basis. You cannot automatically transfer your baggage if you are in transit. Also the passenger must be in possession of his/her boarding card at least 40 minutes before the departure of his/her next flight. Please be careful to allow yourself enough time in your journey to check in your baggage. However, there are links to partner airlines of Jet4you on our site and they allow interested passengers to reserve continuation flights to numerous destinations.

  • How can I reserve for a group of people?

    Our internet site allows you to make reservations for only a maximum of 9 people per reservation. For 10 or more people, please fill out our group application form.

PAYMENT

  • What methods of payment does Jet4you accept?

    You can pay for your ticket by the following credit cards: Visa, Mastercard, American Express and Carte Bleue. For payments by credit cards, you must pay a supplement of 4€ (MAD 46,5 ) per person and per journey (one way). If none of the methods of payment indicated above are suitable for you, we would invite you to purchase your tickets in a travel agency or in our airport desks.

  • Are my credit card details secure?

    Yes. We use the latest Secure Socket Layer technology (SSL 128-bit encryption) to make your credit card details secure when you reserve your flights through jet4you.com. SSL is currently considered to be one of the safest methods for transferring credit card information and other sensitive data through the internet.

MyJet4you

  • What are the benefits of becoming a member of MyJet4you?

    By registering on MyJet4you, you benefit from numerous advantages:

    - View your bookings at any moment
    - Change easily your flight dates, itinerary or contact details
    - Add a baggage, an insurance, a seat or special service to your initial booking
    - Make fast and easy bookings
    - Receive information about our promotions and new services

  • How can I register to MyJet4you?

    You can access MyJet4you by clicking on the button MyJet4you located in the navigation bar or through the different MyJet4you links in the website. To register, click on “Register” and fill the form. Your contact details will be stored in your profile and will be used for all your future reservations. You will receive a registration confirmation by email.

  • I am already registered, how can I login to MyJet4you?

    All you have to do to login to MyJet4you is to click on MyJet4you button located in the navigation bar or through the different MyJet4you links in the website. Enter your email address (ID user), your password and click on « Login ». To benefit fully from MyJet4you’s advantages, make sure you always login each time you enter Jet4you.com.

  • I forgot my password, what should I do?

    You are a member of MyJet4you and you forgot your password. Click on « forgotten password », follow the procedure and you will receive a temporary password by email. This password should be replaced by a personal one during your first connection.

  • Can I view / change my bookings?

    MyJet4you allows you when logged in as a member to view, change or add additional services to your initial bookings. It is not possible to view or change bookings done before registering to MyJet4you or without login in.

  • How can I change my flight (date or itinerary)?

    MyJet4you allows you to change your flight dates or itinerary. To change your flight, select your reservation number in the list of courant bookings, choose the desired change (date or itinerary) and make a new search. A change costs 30€ (MAD 345) per passenger per one way. Any difference with the original ticket fare must be added to this cost.

  • How can I know the amount that I should pay for the change (date or itinerary)?

    The total amount that you should pay for the flight change (date or itinerary) will be shown in the payment page. This amount is calculated as follows: Total cost of your new booking – Amount reusable from your old booking.

  • What does “Available credit” mean?

    Available credit appears during a flight change (date or itinerary) when : the sum of your initial additional services exceeds the difference between the initial and new ticket fare. This credit should be used entirely to make a new selection of additional services (the initial ones have been deleted). If not, the balance will be lost in the payment step.

  • What does “Credit non used” mean?

    The credit non used is equal to the balance of your available credit that you didn’t use when making your new selection of additional services.

  • I would like to change the contact details on my booking, is that possible?

    Yes it’s possible. You can change the contact details used in your booking (address, email, phone…) at any time free of charge. Select the reservation number in the bookings’ list and click on change contact. You will receive a new booking confirmation on your new coordinates.

  • I would like to add a baggage, an insurance, a seat or a special service to my booking, how can I do it?

    Select the booking in the list and choose the additional service you would like to add, confirm your selection and pay. Booking additional services does not occur any change fee, you will pay only for the added service.

  • I am a member, do I need to enter my contact details each time I make a booking?

    The “fast booking” is one of MyJet4you’s advantages. When you make a new booking, you do not have to enter your contact details, we use the information for your profile to fill the contact details form. All you need to do is login before making a new booking.

  • I would like to modify my profile information or my password, is that possible?

    Yes it is possible at any time to update your profile information or change your password. Login to MyJet4you and click on « My profile ». Your email address is used as an id for your account, therefore you cannot modify it.

OUR TICKETS PRICING CONDITIONS

  • Do the different distribution methods offer the same ticket prices?

    Internet is the most cost-effective method. For the other distribution channels (call centre, travel agents, airport desks), a minimum supplement of 7.50€ (MAD 86,5) is added to the amount of the reservation.

  • How can you offer flights at such good prices?

    Jet4you, as you are aware, is the eighth affiliated company of the TUI group. The synergy effects are maximised by sharing the latest news in technology and by sharing management systems: fleet management, passenger assistance, air operations through its General Operation Centre, engineering, maintenance, logistics and information system.

    In all areas we pay attention to how we can offer a good, efficient service. And what we save on, to be specific, we offer to you in the form of flights at more advantageous prices. For example, you are not forced to pay for a service that you do not want or that you do not need. Also, we make sure that our aircraft spend most of their time in the air and not on the ground and we arrange everything with the greatest simplicity possible in order to avoid costly processes.

  • How is the ticket price set?

    Quite simply, the ticket price depends on the time of reservation in relation to the date of the flight. The earlier that you purchase your tickets, the more you benefit from the lowest prices.

  • Is it possible to change my ticket?

    Of course, all of your flights can be amended by calling our call centre up to 3 hours before departure. You can change the date or the time of your flight. A change costs 30€ (MAD 345) on the web site, and 40€ / 450 MAD through our call center per journey and person.
    Any difference in relation to the original ticket price, applicable when the change was made, must be added to this to this cost. If the available price for the new flight is greater than the price already paid, the difference must be paid by the passenger. If the available price for the new flight is lower, no difference shall be repaid.

  • Can I change the ticket holder?

    No. Jet4you tickets are name specific and not transferable for consideration or free of charge. Consequently, any change of name on a ticket issued is not possible.

  • Is it possible to be reimbursed for unused flights?

    Passengers not arriving at check-in 40 minutes (1 hour if the flight is operated by the company Corsairfly) before take-off and showing all travel documents required lose their right of transportation and they may not therefore be reimbursed.

AIRPORT CHECK-IN

  • When should I check-in for my flight?

    Our check-in desks are open three hours before takeoff. You are strongly recommended to check-in sufficiently in advance. Check-in desks close 50 minutes before the departure of the flight.

    Any passengers presenting themselves after the check-in system has closed will not be allowed to board. In this case, the ticket cannot be refunded or exchanged.

  • What travel documents are required for a flight with Jet4you?

    To carry a passenger, Jet4you requires them to present a valid passport. Passengers should also have their booking number (which serves as an airline ticket) and have carried out the administrative formalities required to enter the country of destination.

    It is the passenger’s responsibility to ensure that they are in possession of all the required travel documents (identity papers, visas, etc.) allowing entry to the country being visited. If the customer fails to fulfill all the administrative conditions for the journey, Jet4you will refuse carriage. In that case, no refund will be made.

  • How much does check-in at the airport cost?

    Check-in at the airport is free of charge initially.

    From February 1, 2012, airport check-in will incur a fee of 4 EUR/45 MAD, payable online, per passenger, per flight. Airport check-in can be purchased when you book your ticket or later through "MyJet4you", or "Manage my bookings" or the Call Center.

    If the web check-in service is not yet available from your outbound airport, airport check-in will be free of charge until the service becomes available.

WEB CHECK-IN

  • Can I web check-in for my flight?

    I can web check-in if I am not in one of the categories mentioned below:
    - I’m traveling with an infant (0 to 2 years)
    - I am an unaccompanied minor
    - I need special assistance (limited mobility)
    - I’m traveling with special equipment
    - I’m traveling with an animal
    - My flight is from Morocco

  • When should I web check-in for my flight?

    You can web check-in from 7 days to 12 before the scheduled departure time for your flight.

  • How do I web check-in?

    Go to www.jet4you.com, and click on web check-in.
    Complete the required information about your travel document and print your boarding pass on a single A4 sheet. Refer to our "User’s guide" if you need help.

  • Can I web check-in if I have hold luggage?

    Of course, provided that you have purchased your luggage allowance online.

    If you did not purchase a luggage allowance when you booked, you can add it in the following ways:

    Before you web check-in:
    - Through "MyJet4you" or "Manage my bookings"
    - Or through the Call Center

    When you web check-in:
    - Through the web check-in module

    Some airports have rapid bag drops where you can quickly and easily drop your hold luggage when you arrive at the airport, if you have web checked-in.

    To use these rapid bag drops you should have already paid the hold luggage fees online. Rapid bag drops close 50 minutes before the scheduled takeoff time of your flight. For airports which do not have rapid bag drops, you can still web check-in if you have hold luggage, but you will have to follow the normal procedure of waiting in line at the check-in desks. After checking-in your luggage, you will be issued with another boarding pass, free of charge.

  • What should I do if I have hold luggage?

    You must go to the bag drop /document check counter to proceed to the following formalities:
    1- Drop-off your baggage
    2- Have your travel documents controlled by the airline. This will be certified by the packing of your electronic boarding pass. Please note that without this stamp, you would not be able to pass police checks.

  • What should I do if I do not have any hold luggage?

    If you only have hand luggage, you first should go to the document check counter to have your travel documents controlled by the airline, and to get a stamp on your boarding pass.

    Please note that without this stamp, you would not be able to pass police checks.

    Only then you will be able proceed to security with your passport and required travel documents.

  • What should I do if I have forgotten/lost my online boarding pass?

    If you have forgotten/lost your online boarding pass, you should request another boarding pass at the airport check-in desk.

    Initially, this service will be free of charge. From December 1, 2011, you will be required to pay a re-issue fee of 8 EUR to obtain another boarding pass.

  • What should I do if I can’t print my online boarding pass?

    If you have a problem printing your boarding pass or web check-in, please contact our Call Center.

    If you present yourself at the airport without your boarding pass you can request one free of charge at the check-in desk.

    From December 1, 2011, you will have to pay a re-issue fee of 8 EUR to obtain another boarding pass at the check-in desk.

  • How much does it cost to web check-in?

    Web check-in is free of charge when you book on our website. You have the choice between free web check-in and airport check-in.

    NB: From February 1, 2012 you will have to pay for airport check-in (4 EUR/45 MAD).

  • What travel documents are required for a flight with Jet4you?

    Jet4you has drawn up a list of required travel documents. This list is for information purposes only.

    Passengers must be able to produce the required travel documents when checking-in and must comply with the requirements of the countries of departure and arrival. If a passenger is refused entry to a country for failure to produce a valid passport or visa, Jet4you will not be liable for the costs incurred.

  • What time should I present myself at the boarding gate?

    You should present yourself no later than 30 minutes before the scheduled departure time. Please note that we won’t wait for people delayed at airport security checks.

    If you cannot present yourself at the boarding gate in time, for whatever reason, you will forfeit your flight, with no refund, with the exception of the cases mentioned specifically in the General Conditions of Carriage.

  • Can I change my booking after web checking-in?

    Once you have web checked-in for a flight, you can no longer change your name or the dates or itinerary of your flight.

BAGGAGE

  • How many Kilos can I take?

    Each passenger (except children under 2 years) is entitled to buy either 20kg of weight allowance online for a fee of 16€ (MAD 185) / one way, or 25kg of weight allowance online for a fee of 20€ (MAD 235) / one way .

    This weight may be carried in one or more luggage pieces. It is advisable to buy the weight allowance during your booking.

    Only the 20kg weight allowance is free for the flights Oujda-Brussels south, Nador-Brussels south, Tanger-Brussels. However, the 25kg weight allowance is not authorized on those routes.

    At the airport, unchecked baggage will incur either a fee of 32 € (MAD 370) / 20kg allowance / one way, or a fee of 40 € (MAD 470) / 25kg allowance / one way.

    Extra weight can be purchased during your booking online at a discounted rate of 8 € (MAD 95) / Kg / one way. Rate at the airport is 12 € (MAD 140) / kg / one way.

    Each passenger is entitled to one piece of hand luggage that respects both these following conditions: a maximum weight of 6 kg and a size of 55cm x 40cm x 20cm.

    Every hand baggage that does not meet these conditions will either incur a penalty of 80 € (MAD 920) / baggage at the gate or be denied (sent to the luggage claims’ service).

  • Can I take my sporting equipment: surfboards, snowboards & skis, golf clubs, sailboards, bicycles, etc.?

    We carry objects of sporting equipment, up to a maximum weight of 30 kg for a charge of  € 30 (MAD 345) per item of equipment. Because of limited capacity, you must reserve and pay for the transportation of your sporting equipment in advance at our call centre, otherwise such transportation might be refused at the airport.
    Jet4you assumes no liability for any damage that may occur during transportation. Passengers must sign a "Limited Release" sticker at check-in to release Jet4you from all liability.

PASSENGERS

  • Are children entitled to their own seat?

    Infants under 24 months old travel on the lap of their parents or of the person accompanying them. It is also possible to reserve an individual place for your baby by telephone at Jet4you’s call centre.
    Children over 2 years old, who have paid the regular ticket price, shall of course have their own seat.

  • What must be done if I depend on a wheelchair?

    We have pleasure if offering people in wheelchairs an escort service which is naturally free, as is the transportation of your wheelchair. It is important to advise our call centre at the time of your reservation. An escort service for people in wheelchairs (from check-in up to the aircraft) is available free of charge on all of our flights.

AIRPORTS

  • How and when do I check in?

    Our check-in desks are generally open 2h30 before normal take-off. You are strongly recommended to check in early. The check-in desks close 50 minutes before flight departure (1 hour if the flight is operated by the company Corsairfly). Any passenger arriving after the check-in system is closed shall not be allowed to board. In such case, no return or exchange of ticket shall be possible.

  • What do I need at check-in?

    In order to carry a traveller, Jet4you requires the presentation of his/her valid passport. The traveller must also have his/her reservation number (which acts as the aircraft ticket) and have carried out the administrative formalities needed to enter the country of destination.
    It is the passenger’s responsibility to ensure that he/she is in possession of all necessary documents (identity papers, VISAS or others) allowing him/her to enter the country visited. If the client does not meet all of the administrative conditions of the journey, Jet4you shall not board him/her. No reimbursement shall then be made.

Vip4you

  • What is Vip4you ?

    Vip4you is a paying service which offers several benefits to passengers. By subscribing to the Vip4you feature, you benefit from:

    - Priority check-in : you no longer need to queue up ; you check in upon arrival on the airport

    - More kilos : take 2 additionals kilos of hand luggage

    - Priority Boarding: listen for the Vip4you announcement at the gate to board first

    Free Seat4you : choose the seat you like

    - A free drink : get a hot drink (tea or coffee) or cold (soft drink) upon your arrival on board

    Price : 20€ (MAD 230) / Passenger / One-way

  • Where is this service available ?

    From October 1st, Vip4you service is available on all routes.

     

  • How can I buy this service?

    Vip4you is offered online at the second step (additional services) of the booking process. It is also on sale via the call centre or the partner travel agencies. Finally, you can subscribe to Vip4you the service by connecting to your MyJet4you account and adding it to your booking.

  • If I change route, what happens to VIP?

    The Vip4you product is carried forward to the flight of the selected date.

    If, when you change route, the Vip4you product is not available, this amount will be credited to your account and you will be able to re-use it for other additional services or products.

  • If I change the date, what happens to VIP?

     The Vip4you is postponed on the flight of chosen date.

Sms4you

Hold4you

  • What is the Hold4you option?

    The Hold4you option enables you to make a reservation of a given ticket within 7 days.

  • What are the benefits of Hold4you?

    By booking a plane ticket, you ’reserve’ the price of a given ticket. You then have up to 7days to decide to buy that ticket or not.
    If you decide to buy that ticket, you will benefit from the stated price during the ‘reservation’ of that ticket. This means that if, once the 7 days have elapsed, the ticket price has increased, you can benefit from the price stated 7 days earlier thanks to the Hold4you option.
    After this period, the price of the “reserved” ticket will not be guaranteed any more.

  • What happens if I don’t finalize my booking within the 7 days period?

    After the 7 days period, the price of the ‘reserved’ ticket will not be guaranteed anymore. If you have not completed your reservation within the 7days, it will be cancelled.

  • How does Hold4you work?

    To book a ticket, you just need to choose your desired flight and opt near the padlock "Yes, I wish to lock this airfare for 7 days". Once ‘reserved’, you carry on your booking process and you will pay only the Hold4you option.

    This option is valid only for flights bought at least 10 days before departure time.

  • How to finalize my booking?

    Once the booking is made, you have 7 days to enter the website or call the Call Center to finalize the booking. The expiration hour of your option appears on the page of confirmation as well as on the confirmation e-mail that you receive in your mail box.

  • How much does the Hold4you option cost?

    The Hold4you option costs €7 (MAD 85) per passenger and per trip. These costs are not refundable.