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FAQs


Table of Contents

1. General
2. In-Flight
3. Check-In
4. Flight Schedules
5. Bookings
6. Price Lock
7. Gift Vouchers
8. Special Service Requests
9. Baggage

1. GENERAL

 

Are your ticket prices just introductory fares?

No, our fares are permanent. These are not introductory or promotional rates.

Why do Jambojet prices range so widely?

Tickets are sold on a first come, first served basis so the earlier you book, the less you pay.

Is it safe to fly with Jambojet?

Flight safety is absolutely essential at Jambojet. We currently have a fleet of three Boeing 737-300 operating under the highest international standards of safety and technology. We have highly trained cabin and flight crew on each flight and use only world-class suppliers for engineering and maintenance.

As an environmentally responsible airline, Jambojet endeavors to ensure that our airplanes emit the lowest carbon footprint possible.

Which destinations does Jambojet fly to?

Jambojet currently flies to Nairobi, Eldoret, Kisumu, Malindi, Mombasa, Lamu and Ukunda.

Do I need my passport when flying with Jambojet?

Citizens of Kenya only need an ID card or valid driving license to fly domestically. If you are a citizen of another nation, you will be required to bring your passport.

Do you offer on-board refreshments?

Jambojet offers a full in-flight snack menu to keep you refreshed on board our flights. Drinks and a selection of sweet and savoury snacks are available at a cost.

Do you offer connections with other flights?

Jambojet is a point-to-point carrier so we do not offer any flight connections on either our own network or on another airline's network. Please ensure that you factor in enough time between flights as you book if you wish to make such arrangements for yourself. We cannot give any refunds for any missed flights as outlined in our terms and Conditions.

Can I get an e-ticket through the website?

No, you will not get an e-ticket when you book on our website. Jambojet is ticketless. You will instead receive a booking reference number and an itinerary.

What will I present at the airport as confirmation for my booking and payment?

Your booking reference number and itinerary will be sent to you through the forwarding email address you have provided. You will also receive an SMS with your booking reference number that you will be required to show at the airport.

IN-FLIGHT

 

Should my baby also wear a safety belt during take-off and landing?

Yes, you will receive an extension belt for your baby who is travelling on your lap. If you have made a reservation for a separate seat for your baby, you have to keep your baby on your lap during the take-off and landing. Our highly trained cabin attendants will be on hand to assist you.

 

CHECK-IN

 

Is it possible to check in for my return flight at the same time?

You can check in for both your outbound and return flights at the same time. It is possible to check in between 30 hours and 2 hours for the departure of the flight to the next destination. Please ensure that you factor in enough time between flights as you book and check in if you wish to make such arrangements for yourself. We cannot give any refunds for any missed flights as outlined in our terms and Conditions.

How long in advance am I able to check in online?

You are allowed to check in online from 30 hours to 2 hours prior to departure of your flight. If you have made a reservation shortly before departure, it is possible that your data may not be processed in the online check-in application. That being said, you could always use the check-in counters at the airport.

May I check already in on the day prior to departure?

Yes, you can check in online, select your seat and print out your boarding pass from 30 hours to 2 hours before departure. This means that you no longer have to wait in line at the check-in counter. On the day of departure you can deliver your luggage at a special drop-off point (recognizable as a Jambojet baggage drop-off point) at the airport. If you travel with hand luggage only, you may continue to the gate immediately. However, please note that your hand luggage should meet the valid regulations for hand luggage.

What should I do if I do not have my boarding pass with me at the airport?

If you have not printed your boarding pass or if you have forgotten to take it with you, please report to the check-in counter. Our counters close 40 minutes to departure of your flight. If you arrive later than the time indicated at the check-in counter, you will not be allowed to continue and will lose all rights to board the plane. Jambojet will not cover any resulting loss or expenses incurred.

 

FLIGHT SCHEDULES

 

Where can I find Jambojet’s flight schedules?

You can find the departure times of all flights in the timetable. For actual departure and arrival times of flights, we would like to refer you to www.jambojet.com

 

BOOKINGS

 

How can I book a ticket?

You can book your ticket on our website, at Jambojet sales desks or by calling our sales team on +254711024545, +254734104545 or +254 20 3274545.

(Please note, booking at our sales offices or via our call centre incurs an additional service charge of KES 600 per person per one way. Making a flight reservation via the Jambojet website incurs no extra charge beyond the quoted fare.)

Can I request a special meal when I make my reservation?

No, Jambojet presently offers only snacks and refreshments on flights, at a cost. Our cabin staff will come around with an attractively priced and extensive assortment of snacks and  and drinks. You make a payment to the cabin staff. Because you personally determine what you eat or drink, there is no need to request any special meals. On board you can pay in cash (Kenya Shillings only). We request you to pay with the exact amount in change.

Are all the seats in the aircraft available for seat reservation?

No, not all the seats are available for seat reservation. The seats in the seating chart that are coloured grey are not available for seat reservation.

Which seats provide extra legroom?

The seats that provide extra legroom are indicated in the seat map that you will see during the Jambojet seat reservation procedure. These seats can be recognized by moving your mouse across one of these seats - you will see that they provide extra legroom.

Does Jambojet serve food on board?

You can buy snacks and drinks on board. Our cabin staff will come around with an attractively priced and extensive assortment of snacks and drinks. You pay for your order when you receive it from the cabin staff. Alcoholic drinks are allowed, as long as they were bought on board. You can only pay in cash (Kenya Shillings only).

Do I have a guarantee that I can sit on the seat I have chosen?

You can select the seat of your choice while booking at an additional cost. In principle, during the flight you are entitled to sit on the seat you have chosen. However, the cabin staff - under the leadership of the lead cabin attendant - always remains responsible for compliance with the flight safety regulations for every specific flight. The seat preference indicated by you during the Internet check-in therefore is always conditional. You cannot derive any rights from it.

Why do I see lower fares on the website a few days after I have made a booking?

Every flight has various price categories. The timing of the booking and the number of available seats determine the price category that is available for the flight you select. This may change very rapidly due to a number of factors such as booking cancellation or non-payment of a confirmed booking. Passengers are therefore advised to plan their journey and book early to get the best possible rates. In addition, you may also find special offers on our website. Changing your booking to a lower fare is however not possible.

What should I do if I would like to book a special offer fare but am unable to find it on your website?

If you are unable to find the special offer fares, the special offers for that date that you selected are no longer available.

Can I book a seat for a baby?

Yes, it is possible to book a seat for a baby. You will pay the same fare for a seat reserved for a baby as for an adult. To book a seat for your baby, kindly contact our Jambojet call centre on +254711024545, +254734104545 or +254 20 3274545.

I have lost the confirmation of my reservation. What should I do?

Kindly contact our Jambojet call centre on +254711024545, +254734104545 or +254 20 3274545.

Is it possible to book an additional seat?

It is possible to book an additional seat - for example, for the transport of a musical instrument.

The fare listed now is lower than when I made the reservation. Can I get a refund?

It is not possible to get a refund if a lower fare is available.

I cannot print out my booking confirmation. Will this be a problem?

No. You can simply present your ID or passport at the airport check-in counter.

Tip: Remember to print your booking confirmation number at our airport sales office for ease of process.

How can I arrange a group booking?

You can arrange a group booking using any of the following channels:

  • for online booking, click here
  • email our group booking desk at groups@jambojet.com
  • visiting our Sales & Ticketing Offices countrywide
  • call our call centre on +254711024545, +254734104545 or +254 20 3274545

Can I change my flight reservation?

You can change the travel date and time of the outbound and return flight, the place of departure, the destination and the names of the passengers either on our website or by calling our call centre on +254711024545, +254734104545 or +254 20 3274545. Once you are logged in, select the reservation that you would like to change. You immediately see the possible cost of making any change. Alternatively, you can also call our call centre for further assistance. Changing your reservations and/or details incurs a cost. Please note that changes can only be made up to 2 hours before departure.

In the event that you have to cancel your ticket but still wish to travel with Jambojet, you will be required to pay the booking fee. In addition, if no seat within the fare you had originally paid/booked is available, you will also be required to top up the fare difference.

What does it cost to cancel my flight?

Cancellations can only be done by telephone, through our call centre. You do not receive any refund, with the exception of all passenger-related taxes levied by the airport and the authorities, which we could refund when you request us to do so. The request for a refund of these taxes must be submitted within three months after the booked travel date. When doing this, state your confirmation of reservation number, the passenger names and travel information. Without this information we cannot process your request. For refund of taxes, you pay $20 administration cost per cancelled reservation. We advise you to buy cancellation insurance. In many cases this helps to prevent a financial set-back.

Where do I find the sales and ticketing offices?

Not only do we have Sales & Ticketing offices at JKIA Nairobi, Mombasa, Kisumu and Eldoret airports, but we also share space with Kenya Airways Sales & Ticketing offices listed below:

NAIROBI

  • Barclays Plaza (Ground Floor)
    Weekdays: 8.00am - 6.00pm
    Saturday: 8.30am - 1.00pm
    (Closed on Sundays and public holidays)

  • Sarit Centre (Ground Floor)
    Weekdays: 9.00am - 6.00pm
    Weekends: 9.00am - 3.00pm
    (Closed on Sundays and public holidays)

  • Yaya Centre (Ground Floor)
    Weekdays: 9.00am - 6.00pm
    Saturday: 9.00am - 3.00pm
    (Closed on Sundays and public holidays)

  • Superior Arcade Plaza "Tea Room" (Accra Road)
    Weekdays: 9.00am - 6.00pm
    Saturdays: 9.00am - 2.00pm
    (Closed on Sundays and Public holidays)

  • The Junction (First Floor)
    Weekdays: 9.00am - 6.00pm
    Saturday: 9.00am - 3.00pm
    (Closed on Sundays and public holidays)

  • JKIA Terminal 1D
    Daily: 5.00am - 10.30pm


MOMBASA

  • Electricity House (Ground Floor)
    Weekdays: 8.00am - 5.00pm
    Saturday: 8.30am - 1.00pm
    (Closed on Sundays and public holidays)

 

  • Nakumatt Nyali (Ground Floor)
    Monday-Friday: 8.00am - 5.00pm
    Saturday: 8.30am - 1.00pm
    (Closed on Sundays and public holidays)

 

  • Mombasa Airport Unit 3
    Daily: 8.00am - 9.15pm


KISUMU

  • The West End Shopping Mall
    Weekdays: 8.00am - 6.00pm
    Saturday: 9.00am - 2.00pm
    (Closed on Sundays and public holidays)

  • Kisumu Airport Arrivals
    Monday-Saturday: 7.00am - 8.00pm
    Sunday: 9.00am - 7.00pm

ELDORET

  • Nandi Arcade
    Weekdays: 8.00am - 5.00pm
    Saturday: 9.00am - 2.00pm
    (Closed on Sundays and public holidays)

 

  • Airport - Main entrance
    Monday - Saturday: 6.30am - 7.00pm
    Sunday: 10.00am - 5.30pm

DIANI

  • Costa Sur (Ground Floor)
    Weekdays: 8.00am - 6.00pm
    Saturday: 8.30am - 1.00pm
    (Closed on Sundays and public holidays)

 

PRICE LOCK

 

How does Price Lock work?

Price Lock is a service that allows you to hold your itinerary and fare for 24 hours for a service charge, giving you the peace of mind that comes with knowing that the price of your itinerary won't increase and that the flight won't sell out.

Is Price Lock available if I make a reservation at the call centre or at Jambojet offices?

No. Price Lock is only available for reservations booked online on Jambojet.com 5 days before departure.

How do I come back and pay for my booking?

To complete your payment, go to manage booking and enter your booking reference number (PNR) and email address. Follow the prompts to make final payment and confirm your booking.

Is the fee I pay to lock the price refundable?

The Price Lock fee is not refundable.

How do I pay for the fee?

You can pay the PriceLock fee with mobile money or via credit/debit card.

What happens after 24hours?

Price Lock expires after 24 hours. Reservations that are not completed before the 24 hour expiration period will be cancelled and the fare lost. New reservations can be made at Jambojet.com

Is Price Lock available for all flights?

Yes, Price Lock is available for all Jambojet flights but can only be accessed up to 5 days to departure.

How can I change the dates for a booking where the price is on hold?

No. Passengers can only change their travel dates after completing their bookings.

How can I change the names for a booking with Price Lock?

Passengers cannot change the names on a booking when in Price Lock. Changing the names on a booking can only happen once the booking payment is completed.

How can I change my flights after purchasing the Price Lock service?

To make any changes to your booking, go to manage booking and enter your booking reference number (PNR) and email address. Follow the prompts to make your adjustments and confirm your booking.

What do I do if I no longer want my Price Lock reservation?

If you are no longer interested in the Price Lock, take no further action so as to let it expire.

 

 

GIFT VOUCHERS

 

What can I spend a Jambojet gift voucher on?

Jambojet gift vouchers can be used as payment for flights and associated taxes, fees and charges.

What are the Jambojet gift voucher denomination options?

Jambojet gift vouchers are issued in the following denominations: KES 1,000, KES 2,500, KES 5,000, KES 10,000, KES 20,000, KES 50,000 and USD 10, USD 25, USD 50, USD 100, USD 200, USD 500. The maximum purchasable amount per transaction is KES 1,000,000 or currency equivalent in USD.

How are gift vouchers sent out?

We will send the gift voucher by email to you or your recipient.

How do I use my voucher?

Go to Jambojet.com, choose flights and enter the voucher details on the payment page and complete.

Can I use the gift voucher for two bookings?

Redeem in one booking only. Any amount not redeemed in that booking will be lost and no credit will remain.

Are gift vouchers transferrable?

Yes, gift vouchers can be transferred to another person. There is no restriction on who can redeem it so please keep the voucher safe to avoid loss.

Can gift vouchers be redeemed for group bookings?

Gift vouchers can be redeemed for a maximum of 9 guests per booking.

Can gift vouchers be redeemed through travel agents?

A gift voucher cannot be redeemed through travel agents.

Can I pay for a gift voucher with a credit card?

Yes. You can pay via credit card, debit card, cash and mobile money too.

Can I exchange a gift voucher for cash?

No, gift vouchers will not be redeemed or exchanged for cash, cheque, or credit.

I can’t find my voucher. Can I get it replaced?

Gift vouchers are not replaceable if lost, stolen, or destroyed so please keep your voucher safe.

Are the gift vouchers refundable?

Jambojet gift vouchers are non-refundable. If you think you’ve made a mistake in your booking, contact us on +254 0203274545, 0711024545, 0734104545 or at any Jambojet sales offices.

Do the gift vouchers expire?

Yes. Gift vouchers must be redeemed within 6 months of the issue date.

 

SPECIAL SERVICE REQUESTS

 

Are you travelling with a baby? Do you have limited mobility? Do you require special assistance?

If you indicated that yes to any of these questions as you booked your tickets, please note that we have already reserved the most suitable seat for you. You are allowed to check in online and print your booking reference number, but not change the seat assigned to you.

What do I need to take into consideration when I travel with a baby?

For babies/infants up to 23 months old, there are a number of regulations that apply on board and which you have to take into consideration when you make your reservation:

  • You can choose either to travel with your baby on your lap (fees applicable) or reserve a separate seat for your baby (only possible by calling our call centre). If you reserve a separate seat, you pay the same fare as an adult.
  • Each adult (16 years old or older) may travel with a maximum of two babies, but with only one transported on the lap. A seat must be reserved for the second baby.
  • Jambojet does not have any carrycots on board.
  • Newly born babies are not allowed to travel in a pressurized cabin until seven days after their birth.
  • The birth should have taken place without any complications.
  • Incubators with/for premature babies are not allowed.


When planning your luggage
You can carry baby food on board

For babies up to 23 months old you may take 1 piece of hand luggage (suitcase or buggy or infant car seat) weighing up to 10 kg. If you choose to take along a collapsible lightweight buggy or an infant car seat, you can take this item with you to the gate as long as it weighs no more than 7 kg. Other buggies or prams should be checked in at the check-in counter as hold luggage. If your pram consists of 2 pieces and one of them is an infant car seat, you can check in the undercarriage and take the infant car seat with you to the gate.

If you have purchased a separate seat (at the adult fare) for the baby, the standard hold luggage regulations apply. See all baggage rules here.

You are allowed to take baby food on board. If it is intended to be used during the flight (for example, powdered formula and porridge) you have to present the baby food separately at the baggage check point. It does not have to be packaged in a transparent plastic bag and there is no limitation on the amount. You may transport the baby food in both ready to use as well as powdered form. We are unable to boil water on board. But you can always ask our cabin crew to heat up bottles or baby formula. You are allowed to take a maximum of 100 ml of boiled water with you in your hand luggage to mix with powdered formula.

From what age may children travel without being accompanied?

Jambojet shall accept a minor of between age 5-14 years old to travel unaccompanied at no extra charge. You will need to place a request with us for a seat for a n child travelling alone since we have a maximum limit for children travelling alone per flight. You can request assistance at Jambojet offices or by contacting our call centre.

You will need to contact our call centre no later than 48 hours in advance to inform us that your child will be travelling alone. The person who takes the child to the airport will have to accompany the child to the check-in counter where he/she will sign a document for the transfer of responsibility for the child's care. A Jambojet representative will accompany your child to and from the aircraft. The lead cabin attendant will welcome your child aboard and hand your child over to a local representative of Jambojet upon arrival. Someone 16 years of age or older should always be available at the airport of destination to collect the child; otherwise, the child will be taken back on the next return flight. The person who collects the child at the airport of destination should first report to the local representative. If the person collecting the child arrives later than 20 minutes after the scheduled arrival, a late collection fee is applicable.

For children on the ages 15-17 years, the unaccompanied minor service can be requested on voluntary basis. 

May I accompany my unaccompanied minor to the entrance of the aircraft?

No, you may only accompany your child up to the check in area. Please alert our staff in advance of your unaccompanied minor booking and we will arrange for a qualified member of the Jambojet staff to accompany your child to and from the aircraft. Please ensure that there is someone (aged 16 years or older) available at the airport of destination, otherwise we might return your child to the airport of departure at your cost. The person who comes to collect the child has to report to the local handler of Jambojet at the airport of arrival beforehand. This service incurs a handling fee per child per single journey.

I travel with a wheelchair. What should I take into consideration?

Jambojet allows passengers who have limited mobility to use all the facilities needed to travel in comfort. You are therefore allowed to take your own wheelchair along with you. In order to provide you with the best service possible, we need to know the exact kind of special attention you may require. You should inform us of this during your booking or once you have booked your flight online. Based on this information, we will arrange to ensure that you receive proper assistance at the airport.

Kindly inform us no later than 48 hours before departure about travelling with a wheelchair.

Our online booking engine does not presently allow booking of wheelchairs. We therefore request you to make a reservation in advance by calling the Jambojet call centre on +254711024545, +254734104545 or +254 20 3274545. Kindly inform us no later than 48 hours before departure.

We request you to be at the Check-in Counter at least 2 hours prior to departure. Your wheelchair will be checked in and transported to the luggage hold. Our staff will assist you to the aircraft; the type of assistance we offer will be based on the information you provided while booking. When you arrive back at the airport we will assist you in reaching the luggage conveyor where you will collect your own wheelchair. You need to request this assistance when you make your flight reservation or at least 48 hours in advance.

Under which circumstances could Jambojet request me to provide a medical certificate?

Jambojet will certainly request you to provide a medical certificate if:

  • you need oxygen during the flight (the medical certificate should also specify the number of litres of oxygen per minute that is required).
  • you travel with a Portable Oxygen Concentrator (POC)
  • you want to take medical luggage with you (maximum weight: 15 kilograms)
  • you are pregnant and there are complications in your pregnancy
  • you or your child suffers from a contagious disease (such as chicken pox). The medical certificate should state that the disease is no longer contagious
  • you have had a medical operation within 8 days prior to departure
  • you have a body part in a closed plaster cast. The medical certificate should state that you are fit to fly with closed plaster cast. If you do not have this medical certificate, you have to ensure that the plaster cast is sawn through across its entire length, otherwise you will not be accepted on the flight.

A medical statement issued by an (independent) physician should state that you will not suffer any detrimental effects from travelling in a pressurized cabin or that you will need to travel with medical luggage:

The medical certificate needs to be in English.

The medical certificate needs the physician's signature. The certificate may be issued no more than 7 days before the departure of your outbound flight.

N/B: All medical certificates must be submitted in advance for verification by our own doctors. This service will attract an additional cost.  

Because travelling in a pressurized cabin could cause some medical conditions to exacerbate, we advise you to ask a physician for a medical statement if you have an ear infection or fever. 

My leg is in plaster. What should I take into consideration?

You are only allowed to fly if you are able to produce a medical certificate in which it is stated that you are allowed to fly with a closed plaster cover. If this is not specifically stated, you should ensure that the plaster is sawn through across the entire length. A medical condition is often made worse by travelling in a pressurized cabin. We will also accept you on board without a medical statement as long as you can prove you have been sufficiently informed of the risks involved in travelling with a cast by a medical professional.

 

BAGGAGE

 

How much hand luggage is allowed?

The hand luggage allowance per person is: 

  • 1 piece of hand baggage (Max 10kg Dimensions:55cm X 38cm X 20cm)

Please note: Hand luggage that does not meet the size and weight requirements at the airport will be checked in and transported as hold luggage and will be charged at the applicable airport rates. Once at the gate, you can only pay with a bank or credit card. Leaving luggage behind is always done at your own risk. Jambojet.com will not put any goods in storage.

Should I carry my travel documents and medication in my hand or hold luggage?

Keep your travel and insurance papers, medications, passport/ID and other valuables in your hand luggage – never in your hold luggage.

Is a handbag considered part of hand luggage?

A reasonably sized handbag is considered part of hand luggage. Extremely large handbags are considered extra baggage and will therefore attract an extra charge.

What are the rules for taking liquids in my hand luggage?

The following liquids may be carried in your hand luggage only if they are stored in containers up to 100mls and placed in a transparent reseal able plastic bag and thereafter shall be screened separately from other items carried in the hand luggage. The capacity of the transparent plastic bag must not be greater than 1 litre.

Liquids Gels and Aerosols include:

  • Water and other drinks.
  • Syrups
  • Creams, Lotions and Oils
  • Perfumes and Sprays
  • Gels including hair and shower gels
  • Pressurized containers such as shaving foam and deodorants
  • Pastes including, Vaseline and eye shadow
  • Other items with similar consistency

The following items are allowed in hand luggage:

  • Medicine needed during the flight
  • Baby food needed during the flight

You may buy any liquids beyond the security check points. Items purchased must be packed in security tamper evident bags.

I am travelling with hand luggage only. May I continue to the gate immediately?

Yes, if you travel with hand luggage only and if you have printed your boarding pass via online check-in, you may continue to the gate immediately after one of our staff confirms that your hand luggage conforms to our hand luggage policy and tags it with an approved cabin tag.

What are the maximum dimensions for one piece of hold luggage?

The length of your piece of sporting equipment (such as a surfboard, hang glider or kiteboard) may not exceed 3.60 metres. Although there is no limit to the length dimension for other pieces of luggage, their height may not exceed 86 cm and their width may not exceed 115 cm. These limitations are due to the dimensions of the door to the loading area.

Can I book hold luggage or add to it later online? And how long can I wait before departure to I do this?

Yes, it is possible to book luggage or add to it later by going to www.jambojet.com or by contacting our call centre. You can check your hold luggage in at the airport, you will pay a higher rate: the airport rate. You can book (extra pieces and/or extra kilos) luggage or add to it until 2 hours before departure unless you have already checked in online.

How much may the maximum weight of a single luggage item be?

Each hold luggage item may not weigh more than 32 kg per item. The combined luggage weight permissible per passenger is strictly 2 pieces of baggage not exceeding 64 kg. Passengers can only buy up to 2 pieces of luggage from only one weight band. Passengers may not purchase various combinations from different weight bands.

I forgot something on board of the aircraft. What should I do?

Our employees deliver all found objects to the Lost & Found department. You may enquire about your lost objects by getting in touch with the Call Centre.

Is it possible to take a musical instrument along with me into the cabin?

Musical instruments are transported in the cargo hold; our standard hold luggage rate applies to musical instruments. You may also take a small musical instrument with you as hand luggage. Only those musical instruments, including the case, which are no larger than 25 x 117 x 38 cm and no heavier than 10 kg can be transported in the cabin. Examples of musical instruments that meet these requirements are a viola, violin, flute, clarinet, bugle or trumpet.

May I take a pet along with me on the plane?

No, Jambojet does not take pets or other animals onboard.

I checked in online but I carried more luggage than what I booked to the airport. What are my options?

If you arrive at the airport with luggage that weighs more than what you previously indicated, you will still have to pay for it. Extra luggage that has not yet been booked (either in kilograms or pieces of luggage) will be charged at the airport rate, which is higher than if you booked it earlier.

I booked and paid for hold luggage but took no hold luggage along with me. Am I entitled to a refund?

If you paid in advance for booking extra luggage but you ultimately make only partial or no use of this, the amount you paid will not be refunded.

What should I do if my checked in luggage is delayed?

If your luggage goes missing, you should go to our on-site representative to have a Property Irregularity Report (P.I.R.) drawn up immediately after arrival at the airport. If other persons with whom you are travelling are delayed luggage as well, this should be reported on the P.I.R. report. You can call the Jambojet call centre and using this P.I.R., inquire about the status of your bag.

Our baggage representative will call you and give daily updates for the first 5 days. You may also contact our call centre for further inquiries concerning your delayed luggage. If the missing luggage has not been located within 5 days, our baggage representative will send you a Baggage Inventory Form (B.I.F.) which you should fill and send back to Jambojet. After 21 days, you can submit a claim.

Did you buy travel and/or luggage insurance? If so, it would be more advantageous to submit your claim to your insurance provider. This is because we have only limited liability for damaged luggage. If you are not covered by insurance, you can submit your claim directly to us.

If your luggage is found, we will have it delivered as soon as possible to your home address or the place where you are staying. You will not need to come to the airport. 

Can I already check in my luggage for my connecting flight?

No, Jambojet is a point to point airline and as such does not transfer luggage or offer facilities for connecting flights.