Wamos Air

Frequently Asked Questions

In this section, you will find the most common questions to resolve all your doubts regarding our services, flight bookings, lost luggage, etc.

Reserves

How can I purchase a ticket?

Buying at Wamos Air is as easy as accessing this website. Furthermore, we offer maximum security in electronic commerce. You only have to follow these steps: Select a flight read and accept the terms and conditions of transport. Enter the passengers’ details and the payer's contact details (the payer does not have to be one of the passengers). Make the payment by credit card in a secure environment. After making the payment, you will receive a purchase confirmation email.

How can I buy a ticket if I do not have internet access?

You can call our customer service department on +34 912181539 and we will make the purchase for you, with no additional cost. Or you can buy it in the airports where we have sales offices with no surcharge.

How do I get the invoice of my purchase?

If you need an invoice for your tickets purchase, you can request it online during the booking process, in the Billing Information section, or from our sales agent if you are booking by telephone. The official invoice is sent by email in a reasonable period after completing the last leg of your booking.

How far in advance can I purchase on wamosair.com?

Buying in Spain with departure from Madrid, you can book online from 6 months and up to 6 hours before your flight's departure, or up to the departure of the flight if you are buying it in the offices of Madrid airport, subject to availability. Buying outside Spain heading towards Madrid, you can book online from 6 months and up to 12 hours before your flight's departure, or up to the departure of the flight if you are buying it in the offices of Cancun or Punta Cana airport, subject to availability.

Can I cancel my tickets?

Depending on your tariff, our tickets can be cancelled and can be refundable or not in accordance with the notice period given in the cancellation. Please read the restrictions of your ticket, where you will be able to find the exact cancellation conditions applicable to your booking. You can consult the terms and conditions of our tariffs at the following link.

Can I change the date of my tickets?

Depending on your tariff, our tickets can be changed even up to 72 hours before the flight’s departure. Changing the date of your flights will only be possible through our Customer Service department and will entail a slight charge on top of the booking tariff. Please read the restrictions of your ticket, where you will be able to find the exact change conditions applicable to your booking. You can consult the terms and conditions of your tariff at the following link.

Can I change the name on the ticket?

Yes, the names on the tickets can be changed up to 72 hours before the flight's departure, depending on your booking tariff. Changing the name on your booking will only be possible through our Customer Service department and will entail a slight charge on top of the booking tariff. Please read the restrictions of your ticket, where you will be able to find the exact name changes conditions applicable to your booking. You can consult the terms and conditions of your tariff at the following link.

Do I always have to pay ticket administration fees?

All passengers, including minors and babies, have to pay a ticket administration fee, applicable in accordance with the origin/destination and the type of ticket issued. Depending on these factors, the fee payable will vary. Remember that the management of refunds entails an administration fee, variable for each market. The ticket administration fee is non-refundable. The route changes management also entails an administration fee that is also variable by market.

Where do I collect my tickets?

Wamos Air only uses Electronic Travel Itineraries and Payment Receipts, saving the printing of the traditional ticket to be able to always offer you the best prices. Therefore, it is sufficient to turn up in the airport terminal with the personal documentation necessary to fly and your booking reference (the “booking reference” is the one shown upon completing the booking and which we send you with the electronic itinerary of your booking).

What happens if I lose my booking reference?

The Wamos Air computer system makes it possible to search for bookings by the credit card number with which the purchase was made, which allows us to guarantee the confidentiality of the booking. Therefore, if you call the Customer Service department and provide us with this information, we will be able to find your booking reference. We remind you that you must present your passport at the airport to verify your identity.

Why can I not find flights over 6 months away?

Regular air companies’ schedules change twice a year, once in March and again in October. Wamos Air want to guarantee you the greatest reliability in your flights and, therefore, it prefers to provide 6 months of scheduling.

Are purchases secure?

You can purchase with complete guarantees at Wamos Air, as our purchase system meets the highest security conditions in electronic commerce, as the thousands of customers who have already used it without suffering any type of credit card fraud have noted.

Can I select a seat upon purchasing my ticket?

Yes, Wamos Air offers all its customers the option to reserve a seat online with a surcharge by accessing the bookings service and selecting their seat or the ‘Fly High’ package. As well as online, you can also reserve your seat through our call centre.

What is the “Fly High” service?

Make your trip an even better experience and “Fly High” in your chosen seat, travelling with the advantages of a Business Class passenger in Economy Class.

  • 1- You will be able to check in faster at the Business Class desks and you will have a luggage allowance of up to 50 kg.
  • 2- You will be able to enjoy the menu served in Business Class, consisting of a special meal as well as a subsequent snack service, with free drinks service and complimentary earphones.
How can I contract the “Fly High” service?

You can contract “Fly High” on our website or through our call centre.

What is API (Advance Passenger Information)?

Certain countries require the airline to provide specific information on the passengers with at least 72 hours’ notice in advance of the flight. This automated foreign air passenger data collection system is commonly known as Advance Passenger Information (API). Its purpose is to improve international flight safety. How is this information collected? You can provide the information online by accessing the “Bookings management” section or calling our call centre. What happens if there is a change of time or rescheduling? If a change of time or rescheduling of your flight takes place, our call centre or your travel agency will inform you and offer you the possible alternatives.

What additional cost would there be for a minor travelling unaccompanied?

There is a cost of €70/$80 for minors travelling unaccompanied. To reserve the service, you must contact your travel agency or our call centre to request the service, as the number of unaccompanied minors on board is limited. It is essential to provide the details of the person dropping the minor off at the departure airport and collecting them upon arrival.

Luggage

How much luggage can I carry?
  • Each Economy Class passenger may check in up to 40 kg of luggage for free. For Business Class, it will be 60 kg.
  • Everything over the admitted luggage weight per passenger in Economy and Business Class will be charged at 10 euros per additional kg, up to a maximum permitted total of 80 kg per person.
  • The maximum admissible weight per item is 32 kg.
  • In the cabin, you can carry 1 piece of hand luggage weighing up to 8 kg, with maximum dimensions of 55x40x20 cm.
  • These conditions are subject to availability of space.
  • At the boarding gate, hand luggage that breaches the company’s regulations, that is to say, which exceeds the stipulated amount, weight and or measurements (55x40x20), will have an additional cost of 70 euros per bag.
Can bikes, golf clubs, snowboards, surfboards or windsurf boards be checked in?

Yes, subject to the following considerations:

  • Skis: Skiing equipment consists of a pair of skis or snow bike or snowboard, a pair of poles and a pair of boots. Water skiing equipment consists of a pair of standard-size water skis or slalom water ski. It forms part of the customer's free allowance provided that it does not exceed the authorised allowance. You only have to pay a charge in the event that you exceed the passenger allowance.
  • Golf: Golf equipment is composed of a bag containing a maximum of 14 clubs, a dozen balls and a pair of golf shoes. Remember that everything must go inside the bag. It forms part of the customer's free allowance provided that it does not exceed the authorised allowance. You only have to pay a charge in the event that you exceed the passenger allowance.
  • Bikes: You can take your bike on the plane. Remember that they must have only one seat and no engine, and must be prepared to be checked in as hold luggage, and always packaged. To transport them, they must be checked in folded, with the handlebars fixed to the sides, the pedals removed and the tyres deflated and correctly packaged. They are always treated as excess luggage with a fixed tariff of EUR 75 per leg, exclusively payable in the airport, regardless of the destination.
  • Surfing and Windsurfing: “Surfing” equipment exclusively consists in a board. “Windsurfing” equipment consists of a board, boom, centreboard, mast and sail.
  • You must reserve space at least 48 hours before checking in. Also remember that it is convenient to turn up to the airport to check in your luggage as early as permitted. This equipment will always be checked in as excess luggage, regardless of the luggage allowance to which the passenger is entitled. They are always treated as excess luggage with a fixed tariff of EUR 150 per leg, exclusively payable in the airport, regardless of the destination. Take into account that the Luggage section of the General Terms and Conditions establishes that the company has the authority to accept or reject a bag due to its weight, configuration or size.
What if I have a musical instrument?

You can carry it as hand luggage provided that it does not exceed the maximum weight of 8 kg. Guitars, cellos and instruments of similar dimensions must be checked in at the check-in desk and will travel in the aircraft's hold. If you want to carry your guitar, cello or instrument of similar dimensions in the aircraft’s cabin, you must purchase an additional seat to transport them.

Can I bring animals?

Yes. With Wamos Air, you can travel with your pet provided that the regulations in force on the transportation of animals is complied with and there is available space. You must get in contact with our call centre to describe the animal's characteristics and consult the available space on your flight. You must provide your own “pet carrier” to transport them. Only a maximum of one pet per passenger is permitted. For more information, consult the section relating to Pet in the Passengers section.

What do I do if my luggage is lost?

If your luggage has been lost, you must fill in a property irregularity report (P.I.R.) in the arrival airport to start the search. Go to the Wamos Air Lost and Found office or to your handling agent in the airport. Additionally, they will give you a letter with instructions and explanations on what to do from this point. As soon as your luggage is located, you will be informed by telephone on the number recorded on the property irregularity report (P.I.R.). The arrival airport manages the search for the luggage during the five days (inclusive) after the P.I.R. date; after this date, our luggage centre will manage the search and your claim.

What happens if my luggage suffers damage?

If your suitcase suffers damage affecting its function of protecting the contents, you must fill in a property irregularity report (P.I.R.) in the Wamos Air Lost and Found office or with your airport handling agent. We remind you that, in accordance with the Regulation, we do not compensate for dents, scratches, stains, broken handles and/or wheels.

What happens if I have doubts on what items or goods I can carry in my luggage?

If you have any doubts on what items or goods you can carry in your hand and/or checked luggage, please consult the information in our Luggage section (paying special attention to the provisions relating to the transportation of dangerous goods) or get in contact with us.

Airports and Flight Preparation

From what terminals does Wamos Air operate?

Wamos Air operates in the following terminals:

  • Adolfo Suarez-Madrid Barajas Airport: in Terminal 1.
  • Cancun International Airport: in Terminal 3.
  • Punta Cana International Airport: in Terminal A.
  • La Aurora Airport (Guatemala): From its only Terminal.
  • Juan Gualberto Gómez Airport (Varadero): From its only Terminal.
What documentation must I present in the airport?

On all our flights, it is necessary to present a valid passport. In any case, and as indicated in our General Terms and Conditions, it is the passenger's responsibility to find out what documents they need to travel in accordance with their individual situation. For this reason, we recommend that if you have any doubts in this regard, you check with your country’s Embassy or Consulate. You can find more information in the section. Required Information

Do children have to carry documentation?

Yes, their passport. If you are of Dominican origin, your child is a minor and you are taking a flight outside the country, take into account that you have to comply with the migration requirements to obtain the minors exit permit https://www.migracion.gob.do/Menu/Index/30

Can my child travel alone?

If your child is aged between 5 and 11 years, they can travel alone if you fill in the Disclaimer in advance. You can contract this service via our call centre up to 24 hours before the flight's departure, with an additional cost. In no case may under 5s travel alone. You can find more information in the Minors travelling alone section.

Can I travel while pregnant?

From 2 to 4 weeks before the estimated birth date, you need a medical certificate from a gynaecologist specifying that you can fly. If you are unsure whether you are in a fit condition to travel, you can consult the airport medical centre. Wamos Air recommends that you do not fly in the 7 days following the baby’s birth. We also recommend that babies do not travel in the 7 days after their birth date.

How can I bring my baby?

Children over 2 years old are charged at the full fare and therefore they will be entitled to a 40 kg luggage allowance.

Children under 2 years old will be considered babies. If they do not occupy a seat, they will be subject to the payment of the airline taxes.

Babies of up to 2 years old travelling without a seat have an allowance of one 20 kg piece of luggage plus a fully folding cradle or baby chair.

An adult may only travel with one baby, with a view to being able to offer them the necessary care.

Babies of up to 11 kg can fly in a cradle provided by Wamos Air provided that you reserve one of the seats set up for this in advance. We advise that this service is subject to space and the configuration of the aircraft scheduled for the flight. Please check with our call centre.

The folding chairs must be presented at check-in for their correct labelling. It may be carried as far as the Boarding Gate where it must be handed over to the Wamos Air staff to be loaded on the plane.

Do I have access to the airport VIP Lounge when flying in Business Class?

Yes, your Business Class booking gives you access to the following VIP Lounges:

  • Madrid Barajas Airport: Cibeles Lounge situated on the second floor of Terminal 1.
  • Cancun Airport: The VIP Lounge is located in the pre-boarding area. After passing through security and the Duty Free, turn to the right and head towards Buba Gump restaurant. After the restaurant, turn to the right. The VIP Lounge is at the end of the corridor.
  • Punta Cana Airport: The Punta Cana VIP Lounge is located on the first floor of Terminal A.
  • Varadero Airport: The VIP Lounge is after the security area before going up to the boarding area.

If your booking is in Economy Class, please consult at the check-in desks whether it is possible to contract the VIP Lounge service.

How far in advance do I need to be at the airport?

The check-in desks open 4 hours before the flight's departure and close 60 minutes before the departure. After this period, the desks will close. Ensure that you arrive on time!

To what cities does Wamos Air fly?

We currently fly from Madrid to Cancun (Mexico), Punta Cana (Dominican Republic), Guatemala City (Guatemala) and Varadero (Cuba).

What are the company’s terms and conditions for passengers with special requirements?

From 26 July 2008, the provision of the assistance service for passengers with disabilities or reduced mobility ceases to be the responsibility of airlines and becomes the responsibility of each airport.

  • If you are a person with disabilities or reduced mobility and you made your booking by telephone, we will pass your request on to the managers of the service at the corresponding airport.
  • If you made your booking on the internet, you must advise us that you are flying at least 48 hours before your journey, calling the Wamos Air Bookings Centre on +34 902 300 747; we will pass your request on to the managers of the service at the corresponding airport.
  • If you prefer, in Spanish airports, you can reserve the assistance yourself in the airport contacting Aena directly at www.aena.es or calling on Aena's telephone line on +34 902 404 704. Remember that you must advise at least 48 hours before travelling.
  • Once in the airport, you must head to one of the meeting points set up and request your assistance there; the managers of the passengers service will accompany you to our check-in desks. Consult the map of your departure airport to locate the closest meeting point.
  • Remember that you must show up at the Wamos Air check-in counter 4 hours before your flight's departure time.

On board

What type of entertainment is there on board? What language are the films in?

For our regular flights operating by Boeing 747-400, we have 2 films per leg, in 4 languages: Spanish, English, French and German. If you are travelling in Business Class, you will have iPads with 10 films in 4 languages: Spanish, English, French and German.

If the flight is operated by Airbus 330-200, you must download the Wamos Air application from the Google or Apple Store before boarding to be able to enjoy the on-board entertainment.

How do I request a special meal? How far in advance?

Passengers who have booked their ticket through an agency must get in contact with their agency so it can request the special meal from Wamos Air. Passengers who have booked their ticket through the website can reserve their special meal by modifying their booking or through the Call Centre: +34 91 218 1539.

Is there Wi-Fi on board?

There is no connection on board our regular flights operated by Jumbo Boeing 747-400. If you are travelling on an Airbus 330-200, you have a connection to our On-Board Entertainment application but to be able to enjoy it you must download our application from the Google or Apple Store in advance.

Is it possible to charge an electronic device on board?

There is no connection to the electricity network to charge the batteries of electronic devices. You can purchase a power bank from the On-Board Shop if you need to charge any of your devices.

Is it possible to carry food for babies?

Yes, as long as the product is pre-packaged.

What type of currencies are accepted on board? Are card payments accepted?

It is possible to pay with € and American $; the notes cannot be bigger than €100 or $100. Card payments are accepted for amounts below €200.

What is a Prepack?

You can access our Duty Free store and purchase all the products you want tax free before your flight. Once you have boarded, the crew will deliver your purchase to you.

Can I return a defective product purchased on board?

To do so, you must contact the manufacturer of the product purchased directly.

What does each meal service include?

For Economy Class, it includes a hot meal service + a snack service. With each service, non-alcoholic drinks as well as beer and wine are served.

Can I reserve a seat?

You can reserve your preferred seat in advance on our website by accessing bookings management, or in the “Reserve seats” section or calling our Call Centre if you booked your flight through an agency.

What type of service does “Fly High” include?

You can check in 50 kg of luggage and check in at the Business Class check-in desks. The 2 meal services offered are exactly the same as those offered to Business Class passengers.

How can I contract the Fly High service?

You can book this service on our website by accessing bookings management or in the “Fly High” section if you booked your flight through an agency. To be able to contract this service, it is essential to reserve your seat in advance.