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Passenger Information

Everything you need to know, before you go

Pre-flight countdown

  • Passengers should be ready to board the aircraft 20 mins ahead of flight time.
  • The Security Search may take time, so allow 15 mins for queues and checks.
  • Fast Track will allow passengers to avoid possible queues.
  • There may be queues at a Check-in desk for some flights.
  • Flybe passengers with only hand (cabin) baggage may go direct to Security with their Boarding Pass if Checked-in online or at the Self Service Kiosk.
  • Flybe passengers with hold (checked-in) baggage need to attend the Baggage Kiosk at the Check-in Desk with their Boarding Pass (see below).
  • Allow time for parking and possible traffic delays on the way to the airport.

Check-in – Boarding Pass

Flybe

Other airlines

  • Departing passengers are requested to attend the appropriate check-in desk in the Main Terminal Building with Passports (for international flights) or Photo ID.
  • A Boarding Pass will be issued.
  • Advance Passenger Information (API) will usually be dealt with at the check-in desk using Passport details. (Also see Thomson API)
  • Photo ID or Passports and the Boarding Pass are required at Security and the Boarding Gate.
  • Check-in times – Please see the requirement of the airline.
  • Generally for Charter holiday flights desks open 2.5 hours ahead of flight time and close 60 mins ahead of flight time.

Flight Transfer

Arriving passengers for onward flights should:

  • Collect baggage from the reclaim belt.
    Unless there is an onward arrangement with the airlines
  • Follow Flight Transfer signs and walk out of the Arrivals building.
  • Enter the Departures building.
  • Check-in for the onward flight at either the Self Service Kiosk (Flybe) or at one of the Check-in desks (Skybus desk 10).

VAT Refund Document

  • Passengers who have used a UK retailer participating in the VAT Retail Export Scheme, who are going to a final destination outside the EC, should post the refund document in the HM Customs & Excise post box situated in the check-in hall near the cafe.
  • Customs officials will collect it and if all requirements have been met, they will contact the retailer to arrange the VAT refund.
  • For more information please see HMRC’s pages on tax on shopping and services
Airport Facilities

The airport catering facilities and shops will open for the first check-in of the day and the terminal will close following the last aircraft movement of the day.

Passengers may wish to use the nearby hotel: Hampton by Hilton.

Hand (cabin) Baggage

Size & Weight Restrictions

Passengers should check booking conditions for airline or holiday company baggage limits and restrictions.

Security Search Area

Solid food snacks including sandwiches etc are permitted through the search area in hand baggage.  However, yogurt or foods with large quantities of sauces, soups and syrups, jams and preserves will be subject to the ‘liquids’ regulations.

UK Government Regulations

The DfT rules to which UK airports operate are constantly being reviewed but they are not always published for public consumption. These measures are in place for aircraft safety but unfortunately this lack of clarity may result in passenger confusion and frustration when items are not permitted through the security area.

The following topics are published by GOV.UK for guidance:

Liquids Restrictions

  • Liquid containers must hold no more than 100ml (3.4 fl oz)
  • Containers must not be capable of holding more than 100ml
  • Liquid containers must be carried in a single (one per passenger), transparent, re-sealable plastic bag, which holds no more than one litre and measures approximately 20cm x 20cm
  • The contents must fit comfortably inside the bag so that it can be sealed
  • Liquids bags must be presented for examination at the airport security point

Items classed as ‘Liquids’

  • All drinks including water, soups and syrups, jams and preserves
  • Cosmetics and toiletries, including creams, lotions, oils, perfumes, mascara and lipsticks
  • Sprays, including shaving foam, hairspray and spray deodorants
  • Pastes, including toothpaste
  • Gels, including hair and shower gel
  • Contact lens solution
    if tested positive for DfT banned substances the solution may not travel – products with hydrogen peroxide have failed this test – Bausch & Lomb ReNU Multi purpose contact lens solution passes the test for soft contact lenses
  • Any other solutions and items of similar consistency
  • Lighters are considered to be liquids and should be put inside the plastic bag or screened separately
    one lighter per person may be carried on a flight but must kept on the person and not placed in hand baggage after screening

E-Cigarettes

  • An e-cigarette or vaping device may be taken through the Security Search Area but their use is not permitted in the airport terminal.
  • Spare refills may not be carried in hand (cabin) baggage or in hold (checked-in) baggage.

Essential Medicines

EpiPens and Insulin Injection Pens may be carried in a cabin bag or within the hold of the aircraft and the user is not required to provide any medical certification.  If additional insulin is required, a doctor’s note or repeat prescription should be carried for verification.  Passengers may carry other medical items and essential medicines for the journey, including inhalers and dietary foodstuffs in containers over 100ml in hand baggage. Some of these may also need supporting documentation from a relevant qualified medical professional (eg doctor’s letter or prescription). Please check with the airline.

Baby Feed and Drink

  • Baby feed and drink for the journey may travel in quantities greater than required in the Hand (cabin) Baggage ‘liquids’ Restrictions and there is no need for a clear re-sealable plastic bag.
  • Sterilised water within a bottle is permitted.
  • Feed of any consistency and drink will be machine tested.
  • If feeds are within sealed containers and in large amounts, the security staff will select a random sample to be tested.

Liquids Bought at the Airport

Passengers can take into the aircraft cabin any liquids bought after passing through the security search area, as these items go through a separate screening process. This includes bottled water, wines and spirits and fragrances and cosmetics of any size.

Passenger Cabin Prohibited Articles

Items defined as Dangerous and Restricted Items are not permitted through the Security Search Area or into the Aircraft Passenger Cabin. These include, but are not limited to:

  • Objects capable, or appearing capable, of discharging a projectile or causing injury
  • Sharp objects capable of causing injury
  • Blunt instruments capable of causing injury
  • Explosives and flammable substances which pose a risk to the health or property
  • Chemical and toxic substances which poses a risk to the health or property

Laptops / Electrical Items

Passengers may take electrical items in hand baggage but laptop computers and some other electrical items will need to be removed and screened separately.

Oversized Items

Any item of hand baggage larger than 56cm x 45cm x 25cm will not be allowed in the aircraft cabin and must be checked in as hold baggage, with the exception of musical instruments.

Musical Instruments

Musical instruments which do not fit in the permitted cabin baggage size will normally be allowed as a second item of cabin baggage. Larger instruments are also permitted but passengers should check with the airline, as special arrangements need to be made, such as buying an extra seat.

Hold (checked-in) Baggage

Baggage Allowance/Limit

Passengers should check booking conditions for the airline (holiday company) Baggage Allowance.

Maximum Baggage Weight Limits generally restrict individual items to 32kgs (30kgs with Flybe) and items above these weights will not be accepted at check-in.

Over-Size Baggage

Over-Size Baggage (golf clubs, surf boards, skis etc ) may be subject to a charge and cannot be guaranteed carriage without prior notice. Outbound items will be tagged at check-in and must be deposited at the over-size baggage belt in the Departures Channel. Inbound items will be available at the over-size zone in baggage re-claim.

See the Baby & Child section for pushchair & child buggy procedures.

Dangerous Goods

Passengers should be aware that airlines and security screening agencies have the right to refuse the carriage of certain dangerous goods in the interests of aviation safety.

The CAA has published guidance on the types of dangerous goods which passengers are permitted to carry in their carry-on baggage, in their checked baggage, on their person and those which are forbidden on an aircraft.

Dangerous Goods items include flammable or harmful substances such as gases, oxidisers, poisons, corrosives and hazardous biological or chemical material. Non-safety matches, lighter fluid and firelighters are also included. Additionally any item considered to pose a security or safety risk may be prevented from passing through the Security Search Area. The CAA website’s dangerous goods page contains full details.  See the items forbidden anywhere on an aircraft.

General Baggage Information

  • Passengers must comply with all Baggage Regulations.
  • Hold Baggage should be strong and fit for purpose as it will be handled, manually and mechanically, many times between Check-in and Baggage Reclaim.
  • Pack medication for use on the journey in hand baggage and carry a letter from your doctor.
  • Do not pack money, jewellery and other valuable items in Hold (checked-in) Baggage.
  • Electrical items, aerosols and gas hair curlers, without refills, should be placed in Hold (checked-in) Baggage.
  • Never carry anything onto an aircraft for other people.
  • Airport Baggage Tags will be issues at check-in but baggage labels are not usually issued by the airline.
  • Passengers’ own labels should not display the home address. For identification in an emergency, name and home address, should be placed inside baggage.
  • Baggage should be securely locked at all times.
  • Do not leave baggage or personal belongings unattended in or around the airport.

Delayed (Lost) / Damaged Baggage

  • Exeter Airport uses Global Baggage Systems (GBS) tracking for the trace and the return process of delayed (lost) baggage.  Passengers may use their File Reference Number to check the progress and when retrieved a courier will deliver it to the address on file.
  • Once checked-in, under the terms of the Montreal Convention 1999, the carrier (airline) is liable for damage which took place during any period within which the checked baggage was in the charge of the carrier (ie up until collected from the baggage belt). The person entitled to delivery must complain to the carrier (airline) representative after the discovery of the damage, and, at the latest, within seven days from the date of receipt in the case of checked baggage. To support any case passengers should report an incident at the baggage reclaim area of the arrival airport and a Property Irregularity Report (PIR) should be completed. The airline will usually request a copy of the PIR when making a claim. This form cannot be issued after a passenger has left the airport.

Also see Delayed / Lost / Damaged Baggage UK European Consumer Centre (Air Travel) and the Civil Aviation Authority (CAA) information.

Lost Property

For Lost Property items which may have been found in the airport terminal or on an aircraft contact the Lost Property Office: 01392 354909 (email EDALPassOffice).  Items may be collected from the Lost Property Office adjacent to the Arrivals building: Mon-Fri 9am-3pm – other arrangements will need to be made outside these hours. Found Passports will be handed to the police as it is a legal requirement for a lost passport to be returned to the passport office

Inbound Customs Restrictions

  • Passengers do not have to pay any tax or duty in the UK on goods bought tax paid in other EU countries which are for personal use but Customs Officers may question travellers with large quantities of alcohol or tobacco.
  • Passengers travelling to the UK from outside the EU are entitled to a lower allowance. Please check with HM Revenue & Customs for details of allowances.
  • Passengers should be also aware of the strict rules for bringing foodstuffs and related products into the European Union (EU): Bringing food and plants into the UK
Useful Links

Hand Baggage Limits

Hold Baggage Limits

Expectant Mother Restriction

  • Expectant mothers may usually book on flights departing up to the 27th week of pregnancy.
  • From the 28th week most airlines ask that a letter from a doctor or midwife is carried which confirms the expected date of delivery, that the pregnancy is uncomplicated and that there is no health reason to prevent the booking.
  • Most airlines will not allow travel for pregnant women beyond the end of the 36th week, of an uncomplicated single pregnancy, but this is reduced to the end of the 32nd week those expecting twins and triplets.

Security and Hand Baggage

  • Baby feed and drink for the journey may travel in quantities greater than required in the Hand (cabin) Baggage ‘liquids’ Restrictions and there is no need for a clear resealable plastic bag.
  • Sterilised water within a bottle is permitted.
  • Feed of any consistency and drink will be machine tested.
  • If feeds are within sealed containers and in large amounts, the security staff will select a random sample to be tested.

Services & Facilities

  • Baby bottle warming in restaurant (Mount Charles 01392 446476)
  • Baby food on request in restaurant (Mount Charles 01392 446476)
  • Baby changing facilities, both land-side and air-side, in dedicated rooms adjacent to the toilets
  • Children’s menu in restaurant (Mount Charles 01392 446476)

Child Buggy Procedures

  • Infants may have a small baggage allowance and collapsible buggies are usually permitted in addition to the parents’ allowance but please check with the airline
  • Pushchairs can be deposited on the over-size baggage belt after check-in or may be used for the child up to the point of boarding the aircraft at the steps, at which point a member of staff will load the pushchair into the hold.
  • At Exeter Arrivals the buggy will generally be available near the aircraft steps. Alternatively, it may be taken to the over-size baggage reclaim area.
  • Procedures may vary at other airports.

Unaccompanied Minors

  • Children aged between 6 and 12 are eligible to be carried unaccompanied on many flights. Details should be obtained from the airline’s website.
  • Airlines will require the name, address and contact number of the person taking the child to the departure airport and that of the person taking collecting at the destination and a supervisory fee will be charged.
  • Procedures will be fully explained at airport check-in.

Passenger Advice

  • Check the Foreign & Commonwealth Office (FCO) Travel Advice for your destination.
  • Check the NHS Travel Health information.
  • Be aware of your Air Passenger Rights (see below).
  • Bookings made with a company offering the protection of an ABTA bond and ATOL membership are recommended.
  • Medication for use on the flight should be accompanied by a letter from the GP.
  • Check that your medication is legal in the country that you are visiting.
  • Understand other cultures and laws relating to alcohol and drugs.
  • Do not rely on English being spoken at your destination. A phrase book is recommended.
  • Check the validity, expiry dates and cash limit available on credit or debit cards.
  • Take enough funds for the return ticket if not booked.
  • Leave copies of travel documents and contact details with family or friends.
  • Make contact with family or friends if they may be concerned about your welfare.

Air Passenger Rights

Under European Commission Transport law, passengers have certain rights when travelling by air with European airlines. To highlight this the European Commission’s Air Passenger Rights poster is displayed at the airport.

All European airlines, travel agents, tour operators and all other businesses involved in providing air transport services must observe passenger rights. These relate to issues such as: Denied Boarding, Cancelled Flight, Long Delays, Baggage and Package Holidays.

In the event of a delay, for whatever reason, most reputable companies will follow the guidelines set out in the ABTA ‘Recommended Practice on Flight Delays’ and the airline may be obliged to provide assistance under EC Regulation 261/2004.

In the event of a delay to a charter flight, the operator shall ensure that as early as possible there must be communication to customers of reasons for and the extent of any delays, together with an obligation to make appropriate welfare provisions to customers. The following minimum welfare standards should apply:

  • a delay exceeding 3 hours, customers should receive light refreshments.
  • a delay exceeding 6 hours, customers should receive a main meal.
  • a longer delay, wherever possible, customers should receive meals and accommodation appropriate for the time of day.

In the event that an operator uses scheduled flights, it shall be incumbent upon the operator to approach the relevant carriers with a view to the carrier implementing appropriate standards of welfare provision and communication of information in the event of flight delays.

Most UK airlines and airports have signed up to voluntary commitments or Recommended Practice from the Air Transport Association (IATA) on passenger service. These commitments cover issues such as information, refunds, assistance during delays, complaint handling and passengers who have reduced mobility and the Citizens Advice Bureau’s Air Travel Advice has full details of your rights. These commitments are in addition to your legal rights.

Flight Rights is the name of the information provided by the Which? Legal Service.  The free and/or subscription service can provide passengers with advice on flight problems and the action to be taken.

Antisocial Behaviour

Action by Airport Staff – Refuse Boarding

Staff of Exeter International Airport will not permit any person to board an aircraft if:

  • There are reasonable grounds to suspect a passenger of being under the influence of alcohol or drugs.
  • The passenger is acting recklessly, negligently or in an aggressive manner to staff.

Airport management will support the decision of airport staff to refuse embarkation, without compensation, to any passenger that may endanger an aircraft or its occupants and will refer all matters of an unruly behaviour to the Police.

Action by Police – Fixed Penalty Notice

Fixed Penalty Notices may be issued by a Police officer at the airport where there are incidents of antisocial behaviour. Fixed Penalty Notices for public disorder offences are issued under Section 1-11 of the British Criminal Justice and Police Act 2001. The offences for which notices can be issued include:

  • Being drunk and disorderly in a public place.
  • Threatening behaviour or language and “behaviour likely to cause harassment, alarm or distress to others”.

Airlines Banned within the EU

The Aviation safety standards in Europe are amongst the best in the world. However, to improve safety in Europe further, the European Commission, in consultation with Member States’ aviation safety authorities, has decided to ban airlines found to be unsafe from operating in European airspace and issued a List of Airlines Banned within the EU.

UK Entry Clearance

The Home Office states that if you are currently outside the United Kingdom, you may need to apply for entry clearance before you travel. The entry clearance process for the United Kingdom is run by UK visas through the British diplomatic posts around the world.

Pet and Assistance Dog Travel

Domestic pets cannot travel in an aircraft cabin or as cargo from Exeter as the airport does not have a cargo operation.

Flybe will arrange for recognised assistance dogs to travel an aircraft cabin on domestic flights and on international routes from Exeter.  However, there is no animal holding unit at Exeter and the airport is not licensed to bring animals into the country.

Airpets will offer alternative services through other airports and owners of animals travelling to the UK under the Government’s Pet Travel Scheme should be aware of the latest regulations.

Air Passenger Duty (APD)

  • Airport Passenger Duty (APD displayed in a booking as GB), is the amount of tax that the UK Government levies from each passenger for their travel. There are different rates of APD depending on the ticket types and journey type (ie EU/non-EU).
  • Departure tax and service charges (displayed in a booking as UB), is the amount the departure Airport levies for the use of their amenities and services. This amount will vary from airport to airport.
  • Arrival tax and service charges (displayed in booking as XT), is the amount the destination Airport levies for your arrival and the use of their facilities. This amount will vary from airport to airport.
  • Fuel and insurance surcharges may be added by the airline or operator.
  • Holiday companies may add supplements and surcharges that reflect their extra costs when operating a flight away from their home base.
  • Some operators add a fee, within airport charges, which passengers from Exeter may be prepared to pay rather than use an airport further away.
  • Airlines and holiday companies may also impose other fees within the term “Airport Charges”. These charges may not be those imposed by this airport.
  • Exeter Airport’s aircraft/airline Fees & Charges are published annually. These fees and charges are the basic, non-contract charges which apply to all aircraft using the airport.

Safe Onward Travel Home

The most dangerous part of your journey could be when you leave the airport and travel home.

It is important to plan ahead and not risk your safety on the way home. If you drive whilst tired or have consumed in-flight alcohol you increase the risk of committing a driving offence such as speeding or worst still being involved in a collision.

Here are a few simple precautions you can take to ensure you get home safely:

  • Plan ahead – Use public transport or nominate a designated driver who can get plenty of sleep and avoid alcohol consumption. Consider staying at a hotel or destination close to the airport before or after a flight; this can take away all the stress of travelling and ensures that you are not tempted to drive whilst tired.
  • Wake up – Take steps to ensure that you are fully awake before you get behind the wheel – do not risk driving tired. If you are driving for a long period of time plan your journey to include at least a 15 minute break every two hours.
  • Belt up – Always wear your seat belt.
  • Do not rush – Drive at a suitable speed for the road ahead and the conditions on the day.
  • Drive sober – Do not drive if you have consumed alcohol. Remember alcohol stays in your system longer than you think.
  • Stay alert during the whole trip. Most collisions take place close to home. We all relax when we enter familiar territory, but often this leads to us reducing our concentration and becoming less aware of potential dangers.

Exeter Airport is working with The Honest Truth Partnership to promote road safety for all of our staff and passengers. For more information on the dangers of drink driving and driving whilst tired visit The Honest Truth website.

The Honest Truth website will have information on Fatigue and Drink Driving that members of the public/airport staff can refer to.

Document Advice

  • On routes outside the UK – Passports will be required for adults (age 16 and over), children and infants.
  • Republic of Ireland passengers must have a form of ID which proves their nationality/citizenship.
  • On UK domestic routes – Photographic Identification will be required for all adults.
  • Booking confirmation will be required for inspection at check-in or the security search area.
  • Boarding Cards will be required for inspection at the security search area and before boarding.
  • European Health Insurance Card (EHIC) entitles UK travellers to reduced-cost, sometimes free, medical treatment that becomes necessary while in a European Economic Area (EEA) country or Switzerland. (EHIC replaced the E111 from 1 Jan 2006)
  • Travel insurance is recommended for all journeys and insurance documents should be carried at all times.

Photographic Identification

Passengers travelling to airports in the United Kingdom, the Republic of Ireland or the Channel Islands do not need passports but must have a form of Photo ID which proves their nationality/citizenship.

The following are examples of Photo ID that may be accepted by the airline:
(also see Flybe ID requirements)

  • A valid passport
  • An expired passport (up to two years)
  • Valid photographic driving licence (or provisional)
  • Valid photographic EU or Swiss national ID
  • Valid armed forces or police ID
  • Photographic disabled badge
  • University/college ID or National Union of Students photo card
  • Council issued bus pass
  • Citizen Card

ID for Children

On International routes a passport will be required for children under the age of 16 but ID is not required on Domestic routes. The adult they are travelling with can vouch for the infant’s/child’s identification, providing the relevant photo ID is shown (by the adult).

Advance Passenger Information (API)

  • An advance passenger information programme (API) or e-Borders collects and stores information on passengers entering and leaving the United Kingdom.
  • For security reasons most EU States and other countries now require airlines to provide details about their passengers before they travel.
  • All the required API information (full name, nationality, date of birth, passport number) is on the traveller’s passport.
  • Passengers need only present their passport at airport check-in and the airline’s representative will then be responsible forwarding the information.
  • Airlines may also may also offer passengers the opportunity to register the required API information before arrival at the airport either through their websites or travel agents.

Passengers flying to destinations outside the UK must a hold a full ten-year passport, in good condition and valid for a minimum period (usually at least six months) beyond the date of re-entry to the country.  For visa requirements, contact the Consulate or Embassy of the country you are planning to visit.

It is a legal requirement for a lost passport to be returned to the passport office and Found Passports will therefore be handed to the police.

UK Border Control officers will scan passports of all passengers who have been outside the UK.  Only those people who have the right to enter the United Kingdom are allowed to do so.

The UK Passport Office has tips and full details of immigration requirements.

Passengers travelling to the Republic of Ireland or the Channel Islands do not need passports but must have a form of Photo ID which proves their nationality/citizenship.