FREQUENTLY ASKED QUESTIONS
About Your Flight
WHY DOESN'T SALAMAIR ALLOW UNACCOMPANIED MINORS TO FLY?
We like to guarantee our services are always consistent throughout all of our destinations. we never want compromise our customers' experience so for The time being we have decided not to offer this service.
HOW CAN I KNOW THE REQUIRED TRAVEL DOCUMENTS TO MY DESTINATION COUNTRY?
You may refer to the related authorities in your related country. The SalamAir team will not be able to assist you regarding your visa or any other travel document.
WHAT HAPPENS IF I MISS MY FLIGHT?
It depends on which Fare Family you have purchased. If you have purchased a LIGHT Or FRIENDLY Fare categories, you will be able to request a refund up to 24 hours with a refund fee of OMR 25; if you've purchased a 'BENIFIT' fare a refund is possible up to 24 hours before departure, a refund fee of OMR 20 per person per ticket will be charged after 3 hours before departure, no refund is permitted. If you have purchased Luban, you can request a free date change up 24 hours before departure.
WHAT SHOULD I DO IF I NEED TO CANCEL MY TICKETS DUE TO MEDICAL/ DEATH CIRCUMSTANCES?
Ticket terms and conditions will apply for all cancellation and modification inquiries.
WHEN IS THE LATEST I CAN ARRIVE AT THE COUNTER?
All our counters close 60 minutes prior departure. If you arrive later than this, you won't be able to travel, and we won't offer a refund.
WHEN IS THE LATEST I CAN ARRIVE AT THE GATE BEFORE DEPARTURE?
You must be at the departure gate no later than 20 minutes before your flight departs. If you arrive later than this, you won't be able to travel and we won't offer a refund.
If you're denied boarding on a flight for which you have a valid booking confirmation, you'll be entitled to travel on the next available SalamAir flight. You'll also get refreshments and a SalamAir voucher. This does not apply if we refuse to carry you for reasons permitted by our Conditions of Carriage.
HOW CAN I KNOW MY FLIGHT COUNTER AND GATE DETAILS?
All your flight details will be reflected on the airport screens. If for any reason they are not, you may reach our team directly.
HOW CAN I KNOW MY DEPARTURE TERMINAL?
You may refer to the details mentioned in your ticket or verify with our reservation team through https://www.salamair.com/en/contact-us/call-centre.
I HAVE A LONG TRANSIT TIME; WILL YOU OFFER ME HOTEL ACCOMMODATION?
No. SalamAir does not offer hotel accommodation while in transit.
I'M PREGNANT. ARE THERE RESTRICTIONS ON WHEN I CAN FLY?
You can fly with us as normal up to the end of your 28th week of pregnancy. Our in-flight team will do everything they can to ensure your journey is as comfortable as possible.
After the 28th week of pregnancy you will need to provide us with a medical report or letter, signed or stamped by a doctor with the following information:
The exact number of weeks you have been pregnant.
Your expected date of delivery.
That the state of your pregnancy is normal and confirming that you are fit to fly for the duration of the booked flights.
Please ensure the letter is written in English and the issue date is within 7 days (29-35 weeks uncomplicated single pregnancy and) and 3 days (29-32 weeks multiple / complicated single pregnancy) of the departure date.
You cannot fly with us after the end of the 35th week of pregnancy. In the case of twins, triplets, or other multiple births you can fly with us up until the end of your 32nd week of pregnancy. In both cases, if you're planning a return flight with us it must be before this.
CAN I GET WHEELCHAIR ASSISTANCE?
As per our standard policy Wheelchair service can be obtained free of charge by all SalamAir passengers with a disability who presents the disability identification card to the SalamAir officers at the airport.
WHAT HAPPENS IF I SHOW UP AT THE COUNTER WHILE MISSING A TRAVEL DOCUMENT?
We unfortunately will not be able to accept you on the flight if any required travel documents are missing. You also will not be eligible for a refund or free rebooking.
HOW CAN I GET PRIORITY CHECK IN?
You may add this service to your booking to enjoy a smooth check-in procedure. All our Luban passengers have priority check in.
DO YOU HAVE A FREQUENT FLYER PROGRAM?
You may enjoy our loyalty program “More on Air”. Check details via https://www.salamair.com/en/book/more-on-air.
CAN I TAKE LIQUIDS IN MY HAND BAGGAGE?
You Can Take Up To 100 Ml Of Liquids On Board, But Check With Your Departure Airport For The Latest Information.
IS THERE ANY MEDICAL EQUIPMENT AVAILABLE ON BOARD?
All Of Our aircraft Have First Aid Kits And First-Aid Oxygen On Board. We Do Ask Our Passengers To Let Us Know Of Any Additional Requirements As Early As Possible Within The Booking Process.
IS THERE FOOD AVAILABLE ON BOARD?
Yes. We Offer A Selection Of Snacks, As Well As Drinks To Buy On Board.
WHAT SHOULD I DO IF EXTRA/ WRONG CHARGES WERE DEDUCTED DURING ONBOARD PURCHASE?
You may inform our flight crew immediately and they will do the needful to rectify.
If you find the issue after arriving, you may report it to our 24/7 call centre team, and they will assist you at the earliest.
CAN I TAKE A STROLLER ON BOARD?
No. Strollers Need To Be Checked Into The Aircraft Hold. There's No Charge For This. You Will Be Able To Hand Your Stroller To Our Customer Service Staff At The Gate.
WHAT SHOULD I DO IF I WAS NOT PROVIDED MY PRE-BOOKED SERVICES ON BOARD?
You may reach us directly via https://www.salamair.com/en/contact-us/feedback and our team will do the needful regarding your claim.
WHAT SHOULD I DO IF I LEAVE SOMETHING ON THE PLANE?
If You Leave Something On Board, Contact The Arrival Airport's Lost Property Department.
WHAT SHOULD I DO IF MY HAND CARRY ITEMS GOT DAMAGED OR LOST?
All items carried on board are in the full custody of the passenger with no liability whatsoever from the airline.
CAN I TRAVEL WITH FIREWORKS, CRACKERS OR PARTY POPPERS?
No. They Are Not Permitted On Board Or In The Baggage Hold.
CAN I SMOKE ON BOARD?
No. All SalamAir Flights Are Non-Smoking.
FARE & TICKET
CAN I CHANGE THE NAME OF A PASSENGER ON MY BOOKING?
No. We don't allow name changes on any of our tickets.
CAN I REROUTE MY TICKET?
No. We don't allow reroutes on any of our tickets.
DOES SALAMAIR ISSUE TICKETS ?
We'll Issue You With An Electronic Booking Confirmation Once Your Booking Has Been Paid For.
DOES SALAMAIR OFFER CHILD DISCOUNTS?
No, Unless It's For An Infant (Up To 2 Years Old) Sharing A Parent's Seat.
However, There Are Some Differences In Taxes For Children, So If Your Child Is More Than 2 Years Old And Less Than 11 (For Both Their Outbound And Return Flights) You Should Book Them As A Child. The Fare Will Be The Same As An Adult Fare, But The Taxes Might Be Lower.
HOW CAN I CHANGE OR CANCEL MY BOOKING?
You can change your booking via the website under “Manage Booking” via our Call Centre or by visiting the nearest travel agent. You may reach our reservation team through https://www.salamair.com/en/contact-us/call-centre.
WHAT IS THE CANCELLATION / MODIFICATION FEES?
Depending on your selected fare, cancellation/ modification up to 24 hours prior departure will include modification/ cancellation charges + any fare difference if any.
CAN I CHOOSE MY SEAT WHILE BOOKING?
Yes. Pre-booking a seat costs from OMR 1 to OMR 9 depending on the location in the cabin.
A front row seat and extra-legroom seat can be purchased at OMR 9, while express seats can be purchased at OMR 5 followed by OMR 2 for the standard seat and OMR 1 for the back seat.
You can select your seat while making your booking or after via the "manage your booking" feature.
CAN I ADD EXTRA BAGGAGE ALLOWANCE TO MY BOOKING?
Subject to availability, you can add extra baggage allowance for your booking via the website under “Manage Booking” via our Call Centre or by visiting the nearest travel agent. You may reach our reservation team through https://www.salamair.com/en/contact-us/call-centre.
CAN I GET A GROUP FARE?
Yes, 10 or more seats can be considered for a group fare. Depending on the demand, special group fares may be available on selected routes. To request a group fare please visit the "Group Booking" link on the website and complete the inquiry form https://www.SalamAir.com/en/contact-us/group-booking
WHAT TYPES OF FARES DOES SALAMAIR OFFER?
We offer 4 types of fares.
LIGHT, FRIENDLY, BENEFIT & LUBAN – Check below for more details https://www.salamair.com/en/plan/fare-types
WHY COULDN'T I GET THE LOWEST FARE?
Seats Are Sold On A First-Come, First-Served Basis. If You Can't Get The Lowest Fare, It Simply Means One Of Your Fellow Passengers Has Got There First.
CAN I PAY CASH FOR MY BOOKING?
Yes, Through Your Travel Agent Or By Visiting Our Ticket Desks Which Will Soon Be Opened At Muscat And Salalah Airport.
CAN I PAY USING A CREDIT/DEBIT CARD?
Yes, you can pay using a credit/debit card. You'll be charged an administration fee for the booking. If you pay with your credit/debit card, SalamAir will ask to see it at the airport before you board your flight.
If a credit/debit card has been used to pay on behalf of someone else, we'll need to see a photocopy of the front of the credit/debit card and a photocopy of the cardholder's passport at the airport.
If you can't produce these photocopies at the airport, SalamAir will not allow you to travel. This is an extra level of security designed to protect you.
If a credit/debit card has been used, you’ll be charged 3% for the booking.
HOW DO I GET A 3D SECURE IPIN?
You can receive it via your mobile number or email address which is set up on your banking contact information.
WHAT HAPPENS IF I ENTER MY CREDIT CARD DETAILS INCORRECTLY?
If You Have Already Enrolled And You Enter The Details Incorrectly, Your Payment Will Either Be:
Declined And You Will See A Message On The Final Checkout Page Displaying This
You Will Not Be Able To Complete The Transaction Process And You Will Be Unable To Move From The Secured Page.
In The Event That This Should Happen, We Would Recommend That You Contact Your Card Issuing Bank Immediately.
WHAT HAPPENS IF I CANCEL THE TRANSACTION?
Your Credit Card Will Not Be Charged. You Will Be Taken Back To The Payment Options Page And You Can Choose To Pay With An Alternate Credit Card.
WHAT SHOULD I DO IF MY TRANSACTION WAS ACCEPTED BUT I DID NOT GET THE BOOKING?
This rarely happens, but you may reach our reservation team directly via https://www.salamair.com/en/contact-us/call-centre
ANY OTHER QUESTIONS?
If You Have Any Other Questions Regarding This Process, Please Contact Your Card Issuing Bank For Assistance.
WHAT HAPPENS IF MY BAG WEIGHT EXCEEDS MY BAGGAGE ALLOWANCE?
If there's enough space in the hold for your bag, you'll be charged as below depending on your destination:
For international flights:
5 OMR per kilo + tax + any airport charges
For domestic flights:
3 OMR per kilo + tax + any airport charges
No single piece should be larger than 160cm in dimension or weigh more than 32 kg. The combined weight of all pieces must not be more than your pre-purchased checked baggage allowance.
HOW BIG CAN MY BAG BE?
Each piece must not be larger than 160cm in dimension or weigh more than 32 kg.
CAN I CARRY A TV?
TV – LCD / LED TVs are fragile electronic devices; they must be appropriately packed in order to withstand the normal rigors of air travel. LCD / LED TVs exceeding the size of 55 inches will not be accepted.
**Additional handling fees are not applicable for LCD / LED TV with a screen size up to 42 inches if the weight within the free baggage allowance.”
WHAT SHOULD I DO IF MY BAGGAGE WAS DELAYED, LOST, OR DAMAGED?
You may refer to the procedure in https://www.salamair.com/en/plan/baggage-information
CAN I CARRY VALUABLE ITEMS IN MY BAG?
The airline will not have any liabilities of the content of the baggage unless it is declared in writing prior departure.