F.A.Q.

1. Booking classes

1.1 What is a booking class?

HiSky offers tickets in the economy and premium economy classes.

The economy and premium economy class fares are different particularly regarding the conditions, service and price.

Within economy and premium economy class fares, there are always multiple booking classes on all routes, that differ regarding amendments, reimbursement, advance bookings and price. You can find the details in the fare regulations.

1.2 What fare categories do HiSky company offer?

HiSky Company can offer to you the following service packages:

a) BASIC*:
Lowest available fare for the selected flight(s).

  • Free online check-in is available 24 hours before flight;
  • Check-in at the airport is charged, and it is 10 Euros;
  • 1 (one) free cabin bag with the weight up to 8 kg and dimensions 40X30X20 cm;
  • Fare lock is possible only for 30 minutes;
  • Basic fares are non-changeable and non-refundable.

b) CLASSIC*:
The most convenient fare for the selected flight(s).

  • Free on-line check-in, available 24 hours before departure;
  • Free airport check-in;
  • 1 (one) free cabin bag of maximum 8 kg, and dimensions: 40X30X20 cm;
  • 1 (one) free small checked-in baggage (Trolley bag) of maximum 10 kg, and summary dimensions of 115 cm;
  • Fare lock for 6 hours, less than 3 days before the scheduled time of departure; and for 24 hours with more than 3 days before flight time.
  • Rebooking in the same booking class and the same fare category before date of travel is 50 Euro; during or after date of travel – 70 Euro.

c) PREMIUM*:

  • Free on-line check-in, available 24 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 20 kg and summary dimensions of 158 cm;
  • Free Fare lock for 24 hours, if the reservation is made less than 3 days before flight; and for 36 hours, if the reservation is made more than 3 days before flight;
  • Rebooking in the same booking class and the same fare category before date of travel costs 30 Euros; during or after date of travel – 50 Euros.

d) PREMIUM PLUS*:
The most advantageous fare for the selected flight(s).

  • Free on-line check-in, available 24 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 and 1 (one) free checked-in baggage of maximum 20 kg and summary dimensions 158 cm;
  • The possibility to select the seat free of charge;
  • Free Fare lock for 24 hours, if the reservation is made less than 3 days before flight; and for 36 hours, if the reservation is made more than 3 days before flight;
  • Rebooking in the same booking class before date of travel is free; during or after date of travel – 20 Euros.
  • Free refund before date of travel.

*The packages described above are available for all flights operated by HiSky.

1.3 Where can I see my booking class?

You can find the booking classes within the on-line booking section on our website. This is in the detailed information of the selected flight. Furthermore, the booking class is also cited in the fare regulations – you will find these in the summary, as well as in the booking confirmation, which appears on your screen and which is sent to you via e-mail, to the e-mail address supplied by you. You can view the booking class of your flight at any time, within the on-line management section of your booking via "Manage your booking". Also, you are able to amend it, if necessary, after you have entered the relevant booking code.

2. Booking

2.1 Do I receive a booking confirmation after completing the booking procedure?

After completing the booking procedure, you will see a booking confirmation on your screen and a confirmation will be sent to your e-mail.

2.2 What security measures are taken for my personal data?

All personal data are highly secured.

2.3 Which browser is required for a problem-free booking on-line?

The HiSky booking page functions with all current browsers. However, we recommend to use Google Chrome.

2.5 When will be debited the payment from my credit card account?

The payment will be debited in the process of ticket issuance.

2.6 What is the limit, before flight departure, to book a ticket on-line?

A ticket can be booked on-line not later than 3 hours before departure.

3. Seat reservation

3.1 What is an advanced seat reservation?

Whether you want to enjoy the view from a window seat, have the flexibility of an aisle seat or just simply have your whole family together, you can select the seat you want directly while booking your ticket.

Advanced seat reservation is available on “Additional services” following “Seat reservation”

3.2 How much does a seat reservation cost?

Passenger has the possibility to book a specific seat in the aircraft, along with the ticket, paying a fee as follows:

  • Seats in the 1st row – 40 Euros
  • Seats in the 2nd row - 30 Euros;
  • Seats in the emergency - 30 Euros;
  • Seats in the 3-4 rows – 20 Euros;
  • Seats in the rows 5-7 - 10 Euros;
  • Seats in any of the rows not mentioned above – 5 Euros.

3.3 What are the flights, an advanced seat reservation is possible?

Advanced seat reservation is available on all the flights operated by HiSky for passengers holding a HiSky flight document.

3.4 How does advanced seat reservation work?

Book your advanced seat reservation at the same time with your flight ticket or no later than 3 hours before the scheduled time of departure, on-line on www.hisky.md. Select the seat you want (window, aisle or middle seat) by using the seat map displayed and pay for the reservation with your credit card. Advanced seat reservation is also available in travel agencies.

3.5 Are you travelling as couple or family?

If all the travelers are included in one reservation, you are able to select seats for each single travel partner in one process.

3.6 What happens in case of cancellation?

In case of a flight cancelation, HiSky will of course refund the amount for your seat reservation. Please contact Passengers Relations Department on-line via e-mail: customer.service@hisky.md or by phone: + 373 22 95 55 95, from 08:00 to 20:00 every day.

3.7 What happens if you change/cancel or upgrade your flight?

In case of a voluntary change, cancellation or upgrade, the amount for your seat reservation will not be refunded and the seat number will not be transferred to your new flight

3.8 What happens when HiSky has to change your flight?

In case of an involuntary rebooking, we will refund the amount if your seating on the new flight does not correspond with the booked category.

Please, contact Passengers Relations Department online via e-mail: customer.service@hisky.md or by phone + 373 22 95 55 95, from 08:00 to 20:00, every day.

4. Rebooking and cancellation

4.1 What costs are applied for ticket change?

In order to change your ticket data, you have to pay a rebooking fee, depending on the type of the fare. If you rebook in a higher booking class, you will also have to pay the difference between the original fare and the new one – provided there are still seats available.

The tickets in Basic fare service class are non-changeable.

4.2 Can I cancel my ticket on-line?

No, you cannot cancel your ticket on-line.

We kindly ask you to contact HiSky Customer service via e-mail:

Customer.service@hisky.md available 24/7

Please note that ticket refund, at least 24 hours before flight is much more convenient.

4.3 How do I rebook my ticket on-line?

Your can rebook your ticket on www.hisky.md. In the menu section you choose “My bookings”, enter your booking code and your surname, choose “Change flight” and follow the steps.

In case you have any other questions, we kindly ask you to contact HiSky Customer service via e-mail:

Please note that rebooking at least 24 hours before flight is cheaper.

4.4 Can I change my flight destination?

You can change the date of travel, time of departure and booking class, but flight destination cannot be changed.

4.5 Can I change the name on the ticket?

The name on the ticket cannot be changed on-line.

We kindly ask you to contact HiSky Customer service via e-mail:

Customer.service@hisky.md available 24/7

Please note, the name change in Basic fare is not permitted.

5. Travelling with children

5.1 What is the discount applied to tickets for infants (up to 2 years old)?

The discount for infants (defined as children aged between 0 and 2 years) is 90% of the applicable fare. Other percentage rates may be applied to special offers.

5.2 Is there any discount for children (between 2 and 12 years of age)?

The ticket discount for a child (between 2 and 12 years of age) is 25% of the fare of a ticket for an adult. Other percentage rates may be applied to special offers. No discount is applied for tickets in Basic fare.

5.3 Can I take a baby stroller with me during the flight?

A stroller of one, or maximum two pieces will be accepted for free for the infant travelling with an adult. The baby stroller has to be checked in as a regular baggage. Besides this, a checked-in baggage with the weight 10 kg and dimensions 55X40X20 cm is accepted for free (for children up to 2 years old).

5.4 What are the age restrictions for children traveling unaccompanied?

HiSky accepts for carriage children unaccompanied by an adult (UMNR), but their number is limited and depends on the aircraft configuration.

HiSky will consider unaccompanied minor (UMNR) all the Moldavian citizens, aged between 5 and 18 years, who travel unaccompanied by an adult, and also unaccompanied minors of other nationalities - aged between 5 and 12 years.

Unaccompanied minors pay a fee of 40 euro per person, per flight segment. For the situations when passengers of other nationalities than Moldavian, aged between 13 and 18, request assistance in the airport, the fee for unaccompanied minors will be paid.

The unaccompanied minors can travel only on direct flights. In order to fulfill these requirements and restrictions and to perform all the formalities for the carriage of unaccompanied children, the parents or legal tutorials must contact the air carrier in advance.

5.5 What is the minimum age at which newborns are accepted for the flight?

The newborns are accepted on board not earlier than 7 days after their birth. However, the newborn’s mother is advised to consult the doctor regarding increased risks for the newborn to travel by plane.

6. Baggage

6.1 How much does the first piece of luggage in the “Basic” tariff cost?

Please find more information about prices for the first piece of luggage on our website, on the page Additional services you have the option to book additional items.

Please note: The first piece of luggage paid additionally is not refundable, rebooked or transferable.

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

The first piece of checked baggage can only be purchased in combination with a "Basic" fare. This piece of baggage will cost less than an additional piece of checked baggage (excess baggage).

6.3 What happens if I have booked a “Basic” fare, but I want to transport a baggage on the flight I booked?

You can purchase the first piece of baggage via www.hisky.md , or directly at the airport. The fee applies once for the outward journey and once for the return trip.

6.4 Liability for carry-on baggage.

You are responsible for your carry-on baggage and personal belongings. The liability of airlines is regulated by law.

6.6 If I don’t have carry-on luggage, am I entitled to check-in more luggage?

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

6.5 Whom should I contact if I left an item on board?

If you left an item on board, you have to contact the Lost and Found office, or Lost Property Department of the airport you arrived. Please be advised that we are not liable for the loss of items left on board.

6.6 If I don’t have carry-on luggage, am I entitled to check-in more luggage?

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

6.7 What do I need to do if my luggage arrives damaged and/or items are missing?

In case one or more pieces of baggage are damaged at the time of your arrival at your final destination and/or items are missing, please report this fact immediately to the local Lost and Found Desk, so that we could be able to issue a report (Passenger Irregularity Report / PIR) right away. This report will be handed out to you, in printed form, including a reference number. It is highly recommended to keep this report.

6.8 What do I have to do if my baggage cannot be found for more than 45 days?

In case we were unable to find your luggage within 45 days, we kindly ask you to contact our Customer Service team:

Tel: + 373 22 95 55 95 (08:00-20:00)

E-mail: customer.service@hisky.md (24/7)

6.9 I was charged for my excess baggage on my inbound flight, but on my outbound flight I didn’t have to pay for the excess baggage, why?

We would like to inform you that the free baggage allowance is mentioned on the Passenger Receipt of your ticket. You are not allowed to transport additional pieces without payment.

6.10 May I take my musical instrument with me, as carry-on luggage?

Provided your musical instrument does not exceed the carry-on baggage dimensions of 40 x 30 x 20 cm and the weight of 8 kg, you can take it with you without prior notification.

For a musical instrument exceeding these dimensions and/or weight, an additional seat must be booked or the fee for an additional baggage must be paid. The cost of an additional seat is the currently valid ticket price.

Book your own ticket and the extra seat through a travel agency or one of our sales agencies, as this seat cannot be booked on-line.

In case your musical instrument exceeds the dimensions of the seat on the respective aircraft, it cannot be transported in the cabin, but must be checked in. Please contact HiSky via e-mail customer.service@hisky.md for more information. Please make sure, that your musical instrument is packed in a hard-top case, in order to avoid damaging it.

6.11 If I am a part of group booking, can I book a piece of checked baggage or an additional piece of checked baggage?

Yes, the first piece of checked baggage with the "Basic" fare can be booked for individuals within a group booking after the ticket issuance. Purchasing via www.hisky.md is not available for passengers who are booked in a group reservation.

7. Check-in

7.1 How long before departure can I check-in on-line?

You can check-in on-line 24 hours before scheduled time of deprature.

7.2 What is the deadline for online check-in?

You can check-in online up to 3 hours before departure time.

7.3 Is it possible to check-in with an infant on-line?

Yes, when travelling with an infant, you may check-in on-line.

7.4 May I check-in an unaccompanied minor on-line?

Web check-in for unaccompanied minors is possible, although the boarding card will be issued at the airport only.

If the ticket for the unaccompanied minor is issued in Basic fare, the check-in at the airport will be for free.

7.5 May I check-in on-line if I am on a waitlist?

No, web check-in is only possible with a confirmed booking.

7.6 May I check-in on-line, if I have baggage to check-in?

Yes, but you have to approach the check-in Desk at the airport and check in your baggage.

7.7 May I check-in on-line if I need a wheelchair or special services?

Web check-in is not possible, the boarding pass can only be issued by our colleagues at the check-in desks. They will be happy to help you, according to your needs.

If the ticket for the passenger with special needs is issued in Basic fare, the check-in at the airport will be for free.

7.8 May I use web check-in when travelling with special baggage in cabin (e.g. musical instruments)?

Unfortunately, Web check-in is not available when travelling with special baggage in cabin (e.g. musical instruments).

7.9 May I use web check-in when travelling with animals?

Unfortunately, Web Check-in is not available when travelling with a pet in cabin.

The check-in at the airport is for free if the ticket was issued in Basic fare for passengers travelling with pets.

HiSky does not accept to transport animals in the cargo compartment (i.e. in the hold of the aircraft)

7.10 May passengers proceed directly to the boarding gate?

You are allowed to proceed directly to the gate, if travelling with hand luggage only, and if you have the boarding pass issued after online check-in.

8. Flight irregularities

8.1 If my flight was cancelled/delayed, where do I get the confirmation from?

We kindly ask you to send your request via customer.service@hisky.md Please also submit the following information:

  • The name of the passenger;
  • ticket number;
  • flight number and flight date.

8.2 How can I contact HiSky Customer Relations Department?

Customer Relations Department is available 24/7 via e-mail: customer.service@hisky.md, and via phone: + 373 22 95 55 95, every day from 08:00 to 20:00.

8.3 I didn’t use my ticket, whom can I contact in order to have a refund?

The issuing office is responsible for refunding your ticket:

  • for flights booked on-line on www.hisky.md, or through Customer Service, kindly contact us via e-mail: customer.service@hisky.md, and via phone: + 373 22 95 55 95, every day from 08:00 to 20:00;
  • for flights booked in a travel agency, contact the travel agent;
  • for flights booked through on-line travel agencies, contact the respective on-line travel agency.

8.4 I am holding an E-Voucher, how can I use it?

This voucher code can only be used for on-line bookings of HiSky scheduled flights on www.hisky.md.

8.5 How can I change my flight in case of irregularities?

The ticket can be changed on HiSky operated flights only. There are no restrictions regarding the period of your next travel.

If you have any other questions, please, contact HiSky Reservations Department via e-mail: customer.service@hisky.md or via phone:

+ 373 22 95 55 95 every day from 08:00 to 20:00.

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