Frequent Questions
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Baggage

The Passenger may carry a package as hand luggage with amaximum weight of 6 kilos and the dimensions cannot exceed 45x35x25cm.

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If the baggage exceeds the amount at the boarding gate,weight and / or measures indicated above, will be withdrawn and billed, transporting in the hold of the plane,being able to have an extra cost according to the ticket fare purchased.

Objects that can be used as weapons (scissors with blades that exceed 6cm from the shaft, cutter, animal repellent sprays, etc.) or others that are included in Dangerous goods and prohibited items on board.

In addition, limitations on liquid transport must be met.

•In containers with a100ml maximum capacity;and up to a limit of 10 containers (Máx. 1L) in a bag with measures up to 20x20, transparent and hermetic.

- Liquids that must be consumed on board by medical needs, although they must be accompanied by the medical documentation or corresponding medical certificate attesting that need, it is also advisable to accompany it with the original packaging

- Liquid or semi-solid infant foods will be allowed, being recommended that they be with your original packaging.

For more information consult Regulation 820/2008.

Yes. It is allowed to transport power banks with the following conditions

• Transported in thehand luggage

•Untiltwo batteries with a maximum power of 160WH each.

All other replacement lithium batteries are subject to the same conditions. For more information click here.

The maximum free weight allowed is 23 kg. Checked luggage must have adequate packaging,so that it cannot cause damage to other luggage or to the structure of the aircraft. Any extra kilogram will entail an additional cost that will be paid by the Passenger at the airport, provided that it is previously admitted on the flight.You can only bill a maximum of 9kg of extra luggage per suitcase.

A passenger You can never carry more than 50kg.

For babies (Infant), the maximum free weight allowed is 8kg.

If you exceed 23 kilos, this service has an extra cost per kilo that varies according to the route:

• Gran Canaria - La Palma: 1,86 €/KG

• Gran Canaria – Tenerife: 1,26 €/KG

• Tenerife – La Palma: 1,28 €/KG

• Gran Canaria – Fuerteventura: 1,40 €/KG

• Gran Canaria – Lanzarote: 1,56 €/KG

• Tenerife – Lanzarote: 1,96 €/KG

• Tenerife – Fuerteventura: 1,87 €/KG

• Tenerife – El Hierro: 1,38 €/KG

• Gran Canaria – El Hierro: 1,96 €/KG

Vuelos en conexión:

• Gran Canaria – La Palma: 1,86 €/KG

• Gran Canaria – El Hierro: 1,96 €/KG

• Tenerife – Lanzarote: 1,96 €/KG

• Tenerife – Fuerteventura: 1,87 €/KG

• Lanzarote – La Palma: 1,94 €/KG

• Lanzarote – El Hierro: 2,01 €/KG

• Fuerteventura – La Palma: 1,89 €/KG

• Fuerteventura – El Hierro: 1,96 €/KG

• La Palma – El Hierro: 1,59 €/KG

It is recommended not to include fragile, valuable or perishable items, since the company cannot accept legal responsibility for them, So it is advised to transport it as hand luggage.

If you wish to transport valuable items we recommend you to make a billing of declared value. For more information we refer you to Declared value luggage

explosive and incendiary substances and devices are prohibited that may threaten the safety of the aircraft, such as:

• Lithium batteries.

• Weapons items (ammunition, gunpowder, fuze, etc.).

• Fireworks and other pyrotechnic items.

• Smoke canisters and smoke generating cartridges.

• Gas cylinders (small butane cylinders for camping, etc.).

• Flammable liquids (paints, lighter loads, etc.).

• The transport of dangerous goods and prohibited items on board is prohibited.

Dangerous goods and prohibited items on board

It is recommended that baby strollers be delivered at the foot of the plane as a precaution to avoid any damage to this type of luggage. To do this you must comment when you check your luggage at the check-in desk.

Special equipment includes sports equipment and musical instruments.

The steps to follow are those:

• Make the request through the Call Center or at the sales offices at the airport with a minimum of 48 hours prior to flight departure.

•Special luggage must be correctly packed, labeled and protected.

• You must show up at the airport with a120 minutes minimum noticeupon departure.

Passengers carrying sports luggage benefit from an additional 5 kg extra free. Therefore, you can transport for free up to 28kg.

If you exceed 28 kilos, this service has an extra cost per kilo that varies according to the route:

• Gran Canaria - La Palma: 1,86 €/KG

• Gran Canaria – Tenerife: 1,26 €/KG

• Tenerife – La Palma: 1,28 €/KG

• Gran Canaria – Fuerteventura: 1,40 €/KG

• Gran Canaria – Lanzarote: 1,56 €/KG

• Tenerife – Lanzarote: 1,96 €/KG

• Tenerife – Fuerteventura: 1,87 €/KG

• Tenerife – El Hierro: 1,38 €/KG

• Gran Canaria – El Hierro: 1,96 €/KG

Vuelos en conexión:

• Gran Canaria – La Palma: 1,86 €/KG

• Gran Canaria – El Hierro: 1,96 €/KG

• Tenerife – Lanzarote: 1,96 €/KG

• Tenerife – Fuerteventura: 1,87 €/KG

• Lanzarote – La Palma: 1,94 €/KG

• Lanzarote – El Hierro: 2,01 €/KG

• Fuerteventura – La Palma: 1,89 €/KG

• Fuerteventura – El Hierro: 1,96 €/KG

• La Palma – El Hierro: 1,59 €/KG

Surfing, windsurfing and other sports with sailing / kite / mast / orza / boom / board

This special luggage must be properly packed and / or in its case, labeled and protected. The size of these objects will be less than 1.9 meters , if they have a larger size they cannot be transported.

bikes

If the bicycle is not packed, you must have the pedals removed, the handlebar turned so that it does not protrude and the wheels secured and partially emptied.

Golf equipment

Golf clubs must be securely fastened inside the bag, so that they do not cause discomfort or damage during shipment, transport and disembarkation.

Diving equipment

The bottle must be empty (depressurized) and carry the corresponding documentation of who has made this vacuum, since they must be authorized companies that certify the emptying as correct. The bottle must have the valve removed from the cylinder in order to compensate for pressure differences.

The flashlight can go as carry-on and checked luggage provided the power supply is disconnected, protecting them against short circuits by placing them in the original sales packaging or otherwise insulating the terminals, for example, covering the exposed terminals with electrical tape or placing each battery in a separate plastic bag or protective case.

Sports weapons and ammunition

is carried out upon prior request of the Passenger in the Call Center and at the sales offices at the airports with a minimum advance of 48 hours.

• The weapon must have the authorization of the Airport Weapons Intervention Service who will issue the relevant document.

•The weapon must be discharged from ammunition.

• Ammunition must be packed in special safety boxes that do not exceed 5 kg of gross mass and separated from the weapon.

• Ammunition does not include explosive or incendiary shells.

• The quantities that are allowed for more than one person should not be combined into one or more packages.

• Billing of weapons and ammunition is mandatory.

• The ammunition must belong exclusively to division 1.4S with UN number 0012 or 0014.

You must go to the Check-in counter at least 3 hours in advance before the scheduled departure of your flight, to be able to carry out the corresponding procedures.

You will be asked to open the luggage on which you wish to make the declaration of value, being an indispensable requirement for the formalization of the corresponding document.

The cost of this service will be 15% of the declared amount and you will have to pay it as excess baggage at the Canaryfly sales office at the airport.

The minimum valuation of the object must exceed the amount of € 400 / unit. The maximum value declaration limit per passenger cannot exceed € 2,000.

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Items are not accepted as declared value

•Fragile (electronic devices, cameras, samples or pieces of art, eye or vision devices, etc.).

• Valuable (precious metals, family heirlooms, etc.).

• Valuable documentation (business documents, passports, negotiable securities, shares, etc.).

• Perishables

• Special packages that involve limited edition treatment.

Yes, you can hire the contra Seat Baggage - Extra ’service for

Baggage that, due to its value or fragile nature, is transported in the cabin, using or occupying additional seat / s (musical instruments, works of art, jewelry, etc.).

You must make the reservation of the extra seat together with the reservation of the trip at least 48 hours before the flight departure, either in the Sales Office or through the Call Center, informing about the nature of the object, its weight and dimensions. These types of services are subject to space and prior authorization of the company.

The maximum weight limit is 75kg per reserved seat.

Its cost will be that corresponding to the rate you should pay if you occupy such seat / s on the way, applicable at the time of booking the additional seat.

Overweight passengers, you must request the service at the time of buying your ticket both at the Call Center and at our airport sales offices.

First of all, we thank you for the trust you have placed in us and we ask our sincerest apology for the incident.

Report that normal baggage handling may result in dents, scratches,stains or handles and broken wheels. Canaryfly is not responsible for them.

If you discover other types of major damage to your luggage or your luggage has been lost, report it immediately:

1. Before leaving the baggage claim area contact Canaryfly staff or the staff present there.

2. At the same time, you must formalize a part of irregularity in writing (P.I.R.)which is an essential requirement to record the incident and be processed by the company.

3. Customer Service will get in touch with you as soon as possible.

The liability in relation to lost and / or damaged luggage of any airline is strictly limited to the provisions of the Montreal Convention.

For more information consult the General Conditions.

If the Passenger has not opened the P.I.R it will be presumption, unless proven otherwise, of that they have been delivered in good condition.

In the absence of P.I.R. All actions against the carrier will be inadmissible.

For more information consult the General Conditions.

From 21 days after the date on which the luggage should have arrived.

For more information consult the General Conditions.

After 24 hours of delay, however, the vast majority are located and deliverered within the next 72 hours.

For more information consult the General Conditions.

Documentation

Documentation for national Canarian residents:

- Over 14 years:

• ID or passport not necessarily in force; or

• Driving license issued in Spain.

- Children under 14 are exempt, being responsible the person with whom he makes the trip.

Grant:

If the Canarian residence is not verified, The passenger must prove their status as a Canary resident at the time of check-in and / or boarding with:

Certificate of Residence for Travel, issued by the City Council where he resides.

ID or valid passport.

Los under 14 years who do not have an ID, they must only present the Certificate of Residence for Travel

Check if it is an error in the introduction of your personal data. If so, get in touch with us through the 928 01 85 00 to make changes to your ticket. If you realize the error in the airport go to the Canaryfly sales office.

What is the documentation necessary to prove the current residence?

UE-Schengen they must present the Certificate of Residence for Travel, issued by the City Council where they reside, accompanied by the valid ID or Passport. The minors For 14 years who do not have a DNI, they must only present the Certificate of Residence for Travel issued by their City Council.

National relatives of third countries who are beneficiaries of the right of residence or the right of permanent residence and national citizens of third countries long-term residents. They must present the Certificate of Residence for Travel, issued by the City Council where they reside, accompanied by the EU citizen's family member's residence card or the long-term residence card with photo. In the event that the residence card does not have a photograph, the Passenger must also present a document proving their identity.

• Los Deputies and Senators must present their credential of the corresponding chamber and ID.

For more information consult Royal Decree 1340/2007 of October 11, which modifies Royal Decree (EC) 1316/2001.

National Citizens:

- Over 14 years:

• ID or passport not necessarily in force; or

• Driving license issued in Spain.

- Under 14 years old they are exempt, being responsible the person with whom he makes the trip.

EU / Schengen citizens

The necessary documentation will be:

• Valid passport or identity document not necessarily in force; or

• Spanish residence permit or one of the Schengen States in force; or

• Driving license issued in Spain.

Non-EU citizens

The necessary documentation will be:

• Valid passport or travel document in force; or

• Residence permit Spanish or one of the Schengen States in force with photo; or

• Driving license issued in Spain.

You must present before boarding theoriginal or a certified copy of the member certificate of a large family that accredits them as such, issued by their Autonomous Community.

The bonus applied will be based on the type of large family:

General Large Family (Type I): 5% bonus on the amount of the rate.

Special Large Family (Type II): 10% bonus on the amount of the rate.

If you cannot prove your status as a Large Family you will not be able to use your ticket and you will have to buy another one, with the fare that is available, if you want to fly at that time.

For more information consult Order FOM / 3837/2006 of November 28, RD 1621/2005 of December 30 and its successive reforms.

In case of loss or theft of Documentation, the complaint before the State Security Forces and Bodies will not be valid proof that proves the identity of the passenger therefore I could not fly with Canaryfly.

Joven. Under 30 years of age at the date of flight departure.

Universitario. With a valid University Card or registration for the current year.

Deportistas. With a valid Sports Federation Card or document proving membership of the Federation. Senior Over 60 years on the date of flight departure.

Senior. Over 60 years on the date of flight departure.

Boarding Pass and Online Check-in

  • Do the check in online via our website or App, activated 72 hours before the flight, even if you have to check in luggage. You will carry your boarding card on your mobile and when you arrive at the airport you can drop off all your luggage at the check-in counter, free of charge, including handheld luggage, to avoid handling luggage on board. Click here

If you are sick, have symptoms during the 8 days prior to the flight or haven been in contact with people sick ith COVID-19 the last 10 days before the flight, you will not be able to make your journey. At the time of check-in, either online or at the airport, is mandatory to verify that you are not within the assumptions mentioned in the Health Status Notification form COVID-19 to start your journey. If you haven't completed it electronically, you can request a form from our ground staff. Likewise, following the indications of the order TMA/384/2020 of the Ministry of Transport, the use of masks that cover nose and mouth will be mandatory from May 4th for all air transport passengers. In case of not being able to wear a mask for health reasons, you must carry a medical certificate and present it at the time of boarding.

Check-in service on our website or App. 72 hours before and up to 30 minutes before flight departure.

Canaryfly check-in counters. 2 hours before and closes 30 minutes before flight departure

Note that:

• After check-in, it is essential that you arrive at the boarding gate 20 minutes before the flight departure time.

• Check that you carry the necessary documentation and that your identity corresponds to that of your boarding pass, Otherwise Canaryfly may deny you the trip.

• Give peace of mind.

• You save time by avoiding long lines at the airport.

• You can present your boarding pass directly from your mobile.

Yes, when you check-in through:

La página web, You will receive an email with the boarding pass in format:

• PDF

• Bidi code

• PassBook/PassWallet

La App, You will directly have your boarding pass in the application itself.

Of course. If you have made the Check-in and need to check luggage, you should go to the check-in desks of the company,always before the 30 minutes prior to the flight departure.

Yes, get in touch with us through the 928 01 85 00 to make the changes

If you realize the errorin the airport go to the Canaryfly sales office.

Special needs

Each person has unique needs. For this reason it is very important that you notify us as early as possible indicating the type of need for us to help you.

• Passengers traveling in a wheelchair

• Passengers with vision and / or hearing difficulties

• Passengers with plastered limbs

• Passengers with intellectual disabilities

• Passengers who need to travel on a stretcher

• Passengers who need to travel with oxygen on board

• Passengers depending on guide dog or emotional support

In order to travel without a companion, a Passenger with special needs must be able to:

• Tie and unfasten your seat belt.

• Put on lifejacket without help.

• Put on the oxygen mask without help.

• Understand the safety instructions and follow the information provided in all accessible formats.

You must request it withat least 48 hours in advance, except if you need to travel on a stretcher that you will have to do at least in the 72 hours prior to the flight departure, through:

• Call Center

•Canaryfly Sales Offices at airports.

• Your Travel Agency

To know the steps to follow if you need to travel on a stretcher click here.

We always advise to appear at the airport two hours before of the flight departure.We recommend that you contact the airport a few days before to set a time for the meeting.If you have not done so, at airports they usually present specifically designated areas where they can directly contact the assistance staff that will guide you throughout the process.

You can also go directly to the Canaryfly check-in counters, and weWe will notify the helpdesk for you.

The airport assistance staff will accompany you at all times: from Check-in at the check-in counter to your seat on the plane.

Canaryfly establishes a minimum of 72 hours before to make the request for the stretcher service through:

• Call Center

• Canaryfly Sales Offices at airports.

• Your Travel Agency

It is essential the presence of a passenger companion requesting the service, who will carry out the billing procedures and inform the assistance staff of the presence of the passenger on a stretcher. Therefore, you must hire a total of 7 seats:

• 6 will be occupied by the stretcher

• 1 for your companion

On the day of the flight you will have to show up at the airport with a minimum advance of 2 hours at the departure of the flight,and once there, your companion will contact the support staff.Do not forget to provide the relevant medical authorization.

Before flying you need to haveAt least 24 hours have passed since the Passenger has been cast as the pressurization of the cabin can cause a swelling that is higher than normal and can cause the plaster to deform.

Seats that you must reserve according to your condition

Plaster passenger from waist up. You will only need a seat to travel.

Plastered passenger from the waist down. You will need to reserve two seats to travel.

Yes, the guide dog is considered valid companion for the blind and / or physically disabled traveling alone. The transport of a guide or emotional support dog is a totally free service, and the animal " may travel in the cabin or in the hold at the passenger's choice .

You must request it at least 48 hours before departure of the flight through:

• Call Center

• Canaryfly Sales Offices at airports.

• Your Travel Agency

The medical supplies or vital medicines that the Passenger must carry with them as hand luggage must comply with the regulatory measures of hand luggage and be accompanied by the corresponding medical documentation or medical certificate that proves that need, it is also advisable to accompany it with the original packaging.

Passengers traveling with controlled substances and / or injectable substances are advised to bring a letter / prescription from the doctor confirming the substance data and its intended uses, as it may be required by the Security Personnel at the airport.

Yes, taking into account the following indications:

Until week 32 (inclusive). You can travel without providing any medical certificate.

From week 33 or if you have a risky pregnancy. You must provide a medical certificate attesting to your ability to travel and the signature of the Disclaimer.

According to IATA, it is not recommended to fly in the seven days before or after the expected date of delivery.

Yes, provided that at least one of the babies is over 18 months of age.

The younger baby should be sitting on top of the adult and the second baby(con más de 18 meses de edad) occupy a seat attached to the adult making use, if necessary, of a child restraint system, special chairs, etc..

It is necessary to travel with the family book and the valid residence certificate for travel issued by the corresponding city council.

Cots, chairs and baby carriages must be billed for transfer in the aircraft hold. We recommend that you take the cart to the foot of the track at the check-in counter and before boarding it will be picked up by the coordinating staff.

You can also carry a baby basket for free.

For more information on how to transport baby carriages clickhere.

It will be considered a child from 2 years (inclusive) to 11 years(inclusive) on the date of the flight. They will not be able to travel in emergency exit seats.

From 2 to 4 years (inclusive). You may not travel alone or hire the Unaccompanied Minors Service (UM).

5 to 11 years old (inclusive). In order to travel, it is only mandatory to hire our Unaccompanied Minors Service (UM) through the Call Center or at the airport sales office.

From 12 years old You can travel alone, although it is possible to hire the Unaccompanied Minors Service (UM).

This service consists of the accompaniment by Canaryfly staff on boarding, during the flight and on arrival at the destination. The minors will be under the attention of Canaryfly staff. This service is mandatory for children between the ages of 5 and older (up to 11 years old)(inclusive) traveling alone. However, it may also be requested at the option of the parent or guardian for minors from 12 years of age.

The adult who delivers it will do so to Canaryfly's billing staff, filling in and signing the corresponding document in advance..

This service carries an additional cost to the ticket price of € 30 each way.

The adult responsible for the minor must keep in mind that:

1. You must accompany the child at the airport of departure and present at least two hours before the departure of the flight in order to complete the Disclaimer document, providing your data, as well as those of the person who will receive the child upon arrival.

2. You must deliver at the time of invoicing the documentation of the child that must consist of:

- Ticket with confirmed reservation for the entire trip.

- Disclaimer duly completed, with the contact details of the person / s who will receive the child.

- Passport and visas, if necessary, and any other additional documentation.

- Authorization of the parent / guardian, together with a photocopy of the ID of the person who authorizes, to be picked up by our staff at the airport (only when the person delivering the minor is neither the parent / guardian).

3. You should not leave the airport until the plane takes off.

4. Canaryfly staff will take care of the child from the moment the flight embarks, at the Passenger Terminal, with the completed documentation and billing, accompanying the plane,and deliver it to the flight crew, who will conveniently accommodate it on board, in a seat designated for safekeeping and care.

5. Canaryfly staff will receive you on arrival, delivering it to the authorized person (s) in the Disclaimer Document at the Passenger Terminal of the airport. This authorized person / s must prove their identity by presenting their ID / Passport.

6. The adult who takes care of the child at the airport of arrival must identify the company's staff in order to pick up the child, acreditando su identidad, and sign the disclaimer document.

Yes, in Canaryfly we accept the transport of certain pets both in the:

Cabin (PETC).Up to 8 kg including the animal and the carrier that must have maximum dimensions of45x35x25 cm.

Cellar (AVIH). With more than 8 kg the pet is considered AVIH and must travel in the hold.The transport of an AVIH must be approved and rigid and waterproof.

Cabin transport will be rejected (PETC) of all the animals that due to their special characteristics (bad smell, sanitary state, hygiene or violent behavior) could be annoying for the rest of the passage.

The transport of an animal must be authorized by the company, therefore, you must request it through the Call Center or at the sales office at the airport before the departure of the flight. However, we recommend making a reservation for the pet as soon as possible, since there are limitations in the acceptance of the flight and it is necessary to carry out the corresponding procedures.

At the airport you must:

• Provide the vaccination card with rabies vaccine in force. If the animal has not reached 3 months, a veterinary certificate of the animal will also be valid.

• Fill out a Disclaimer.

• Pay the corresponding amount.

We transport certain pets such as:

• Dogs*,

• Cats*,

• Ferrets,

• Invertebrates (except bees and crustaceans),

• Tropical Tropical Fish,

• Amphibians,

• Reptiles,

• Birds (all species except poultry),

• Mammals (such as rodents and domestic rabbits).

We advise you to contact the company, through the Call Center or at the sales office at the airport, to reserve your pet's place as soon as possible as there are limitations in their acceptance on the flight.

*See question 7.Can I travel with my brachycephalic animal?

No this absolutely forbidden take the animals out of the transport.

Yes, it entails a cost where your animal is transported:

En cabin (PETC). 10€ /trayecto.

In warehouse (AVIH). 25€/trayecto.

• The animal must be transported in adequate hygienic conditions.

• The transport must be in good condition. The passenger must ensure that the lock is in optimal condition that prevents the animal from leaving.

• Food or drink containers should be covered, to prevent their contents from spilling.

• The cage / container must be transported on the ground, placing it between the passenger's feet or under his seat. It is forbidden to transport it in the seat attached to that of the Passenger or on the legs.

• If the animal is transported in the cabin, the passenger must take care of it at all times, answering for any problems they may cause.

• If your dog weighs more than 20 kg or belongs to the breeds of potentially dangerous animals, he must wear a muzzle.

Yes, within each trasportín several small animals can go as long as they are of the same species and the animals can move naturally.

In the case of dogs and cats, no more than 2 per container, from 8 weeks to 6 months of age, with a comparable size between animals, provided that it does not exceed the overall allowed weight(8kg).

Brachycephalic animals are those flat-nosed animals (such as dogs and cats) that are not hot-weather animals and have difficulty regulating normal body temperature in hot climates.

These animals will only be transported in the cabin, therefore, you will not be able to travel if you do not comply with the PETC animal limitations (max. 8kg including transport).

The following is an indicative list of the most common brachycephalic dog and cat breeds:

Dogs: Boston Terrier. Bulldog francés, Bóxer, Lhasa Apso, Grifón de Bruselas (Pequeño Brabanzón), Chin Japonés (Chin, Spaniel Japonés, Pug Japonés), Bullmastiff, Pequinés, Bull Terrier, Pug, Pug o Carlino, Shar Pei, Chow Chow, Shih Tzu, Pug holandés (Mopshond, Mops Hund, Carlino), Staffordshire Bull Terrier, Bulldog inglés, Mastiff /Mastín napolitano, Toy spaniel inglés (Spaniel del Rey Carlos), Dogo de Burdeos

Cats: Burmés, Exóticos, Himalayas, Persas

There are different discharge documents that the passenger must carry when presenting at the airport, depending on their condition in the transport.
Check if you require medical assistance or your condition falls into these categories as a medical case:

M1. Passengers needing extra oxygen or other medical equipment or other facilities on board. A medical certificate will be required to justify it, and they will have to notify the operator with a minimum of 24 hours in advance.

M2. Passengers who need to travel on a stretcher. Ver sección “Personas con movilidad reducida (PMR)” pregunta 5.

M3. Premature babies. No baby of less than 7 days will be transported under an air transport regime. Ver sección “Embarazadas y transporte de bebé”.

M4. Pregnant women, if the pregnancy status exceeds 32 weeks at the time of the flight or problematic pregnancies. Ver sección “Embarazadas y transporte de bebé”.

M5. Passengers of the Canary Islands health service in transfer.

M6. Passengers not included in these groups, with non-contagious, acute or chronic, medical or surgical diseases, which due to their characteristics at the time of the flight can be admitted on board at the discretion of authorized doctors, because it is not foreseeable that transportation can be cause of aggravation or death.


    Documentation to provide:

About us

Canaryfly has an important role in the life of more than 50 thousand canaries that fly with the company every month and benefit from the best prices in transport between islands.

Offering the best prices throughout the year and on all their routes, the canaries can easily move between the islands with Canaryfly, which favors and supports the development of the Canary Islands. This is the company's mission and what drives them to improve day by day.

In January 2017, Canaryfly achieved the prestigious ISO 9001 Quality Management System certification and also the ISO 14001 environmental certification, in the Environmental Management System.

The quality management certificate that Canaryfly has obtained covers all the processes related to the organization and management of flights, both on land and by air: billing, programming, planning and execution. In addition, ISO 9001 accredits the experience, training and training of airline employees.

For its part, certification based on the requirements of ISO 14001 recognizes Canaryfly's commitment to resource management optimization, the reduction of the impact derived from its activity and the implementation of other criteria to reinforce its responsibility with environmental protection.

In February 2018, Canaryfly has been recognized again for its excellence, on this occasion regarding occupational health and safety with the OHSAS 18001 Certification.

We encourage you to fly with Canaryfly and help us grow together with the Canarian society, communicating and sharing our philosophy.

We want to be your travel companion.

ISO 9001 and ISO 14001 certification Plane ATR 72

The opportunity you have been looking for

Our company is formed by a dynamic, young, and above all a very professional team. We work every day to offer you a quality service, in a friendly, personalised manner.


Canaryfly we are social, respectful, collaborators and committed to Canarian society, efficient and trustworthy; taking care of people so that they feel they are members of a team in which you can be part of it..


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Canaryfly’s aircraft fleet is integrated exclusively by ATR72 turboprop, considered the best aircraft for short-term regional trips and therefore ideal for passenger transport between the Canary Islands, being comfortable and efficient aircraft with the environment..


The ATR is the aircraft, with less than 90 seats, most sold in the world since 2005.


Every 8 seconds, an ATR plane takes off or lands somewhere in the world.

Avión ATR 72

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Contract Conditions

1.- For the purposes of this contract, "ticket" means "passenger ticket and baggage check", of which the present "contract conditions" and the notices are part; “Contractual carrier” means any air carrier that transports or undertakes to transport the passenger and their luggage under this contract or to perform any other service related to said air transport; “De facto carrier” means any other carrier that performs all or part of the transport contracted with the contractual carrier and authorized by it; “Electronic ticket” means the Itinerary / Receipt issued by or on behalf of the contractual carrier, Electronic Coupons and, if applicable, a shipping document.

2.- Transportation carried out under this contract is subject to the liability rules applied by the Community Air Companies, in accordance with the Community Legislation and the Montreal Convention, Law 21/2003, of July 7, on Air Safety, Regulation (CE) 261/2004, Regulation (EC) 2027/97, Directive 93/13 / EEC, and any other state, regional, community regulations or International Agreements that may apply.

3.- As long as it is not in contradiction with the above, all transport performed and other services provided by each carrier will be subject: 1) the provisions contained in this ticket. 2) the applicable rates. 3)the transport conditions established by the carrier and related regulations that are part of this contract and that can be consulted in the offices of the carrier.

4.- The carrier's name may be abbreviated on the ticket, provided that the full name and its abbreviation appear in the manuals, transport conditions, regulations or schedules of the carrier. The carrier's address is that of the departure airport on the ticket in front of the first abbreviation of the carrier's name; the agreed stops are those points that are indicated on this ticket or that appear in the carrier's schedules as scales provided in the passenger's itinerary; the transport to be carried out under this contract by several successive carriers will be considered as a single operation.

5.- Within the provisions of the regulatory regulations, the transport ticket may be issued, either directly by the Company itself or through third parties through an agent.

6.- Any exclusion or limitation of liability of the carrier resulting from them in accordance with the applicable regulations, It will be applied and will benefit its agents, employees and representatives, including those who in their case operate aircraft in favor of the Company and the agents employed and representatives of those when acting in the exercise of their functions.

7.- Checked baggage will be delivered to the carrier of the baggage check. In the case of damage to luggage, the appropriate claim must be submitted in writing to the carrier immediately after the damage is discovered, or at most, within 7 days of the delivery date; In case of delay, the claim must be submitted within 21 days of the date the luggage was delivered.

8.- This ticket is valid for transportation for one year, from the date of issuance unless otherwise stipulated in the ticket itself, in the carrier rate manuals, in the transport conditions or in the applicable regulations. The price of the ticket * for transport performed under this contract is subject to change before the trip begins, without prejudice to the faculty of unilateral termination by the user. The carrier may refuse to carry out the transport if the applicable fare has not been paid.

*The cost of the fuel, the rates and taxes applicable at the time of issuance of the air ticket may undergo subsequent changes that result in the modification of the ticket price.

9.- The carrier undertakes to make every effort to transport the passenger and luggage with reasonable diligence. In case of need, the carrier can be replaced with the initial forecast, by other carriers, use other aircraft and modify or suppress stopovers provided on the ticket. Times are subject to change. The carrier does not assume the responsibility of guaranteeing the links, except in cases that were due to cause directly attributable to the carrier and in the cases provided by law.

10.- The passenger must meet the requirements of the regulations in relation to travel and present the departure documents, entrance and other required, as well as arriving at the airport at the time indicated by the carrier, or, if none had been fixed, with sufficient notice that allows you to complete the departure procedures and be at the boarding gate indicated before the Flight Acceptance Deadline.

If the passenger does not arrive at the check-in desk well in advance to allow him to complete the documentation for boarding, as well as emigration and security procedures, as appropriate, or do not provide the necessary documentation for the trip, the carrier can cancel the reservation. The departure of the plane will not be delayed by passengers arriving late (in the opinion of the carrier) to check in.

In this case, the carrier is not responsible for the damages that result from the passenger not having fulfilled the indicated requirements.

The time needed to complete all the procedures of billing, security, emigration and those that may be imposed by the Authorities, may vary depending on each passenger and each airport. In case of doubt, it is advisable to request the information in advance from the carrier, its agents or the airport authorities.

11.- The air transport company will inform passengers, through its sales channels, of the identity of the operating airline (s) when they are different from the air transport company.

12.- For the exercise of the actions derived from this transport contract, both parties submit to the jurisdiction of the Commercial Courts and Courts of the place where the company has its domicile, expressly waiving another jurisdiction that may correspond.

Compensation and Advance in case of death or passenger injury

There is no economic limit set for liability in case of injury or death of the passenger. For damages of up to 128.821 SDR (*), the airline may not challenge claims for compensation. Above that amount, the airline can only challenge a claim if it can prove that there was no negligence or lack of any other. In the event of the death or injury of a passenger, the airline must pay, within 15 days from the date of identification of the person entitled to compensation, an advance to cover immediate economic needs. In case of death, this advance may not be less than 16,000 SDR (*).

Responsibility of the airline with which the service has been contracted and of the company in charge of the effective provision

If the airline in charge of the flight is not the same as the contracting airline, the passenger may make a complaint or a claim to any of them. If the name or code of an airline is included on the ticket, that is the contracting airline.

Claims Deadlines

Any claim before a court must be submitted within two years of the arrival of the aircraft or the day the aircraft should have arrived.

Delays, cancellations and denied boarding In the event that the Passenger is affected by a denied boarding or cancellation of a flight, as well as in those cases in which it suffers a long delay, it will apply the rights of attendance and compensation established in articles 7, 8 and 9 of Regulation (EC) 261/2004 of the European Parliament and of the Council, of February 11, 2004, and this in the foreseen terms, respectively, in articles 4, 5 and 6 of the aforementioned Regulation for each of these eventualities. Likewise, and in the event of a flight delay, it will be applicable, in its case, the Montreal Convention of May 28, 1999, with the requirements and requirements established with respect to it (art. 19), and with a maximum limit of responsibility of the carrier regarding the delay of 5346 SDR (*) per passenger.

Delay, destruction, damage or loss of luggage. In case of delay, the airline is responsible for the damage provided that it has not taken reasonable measures to avoid the damage. Liability in case of passenger delay is limited to 1288 SDR (*). With respect to checked baggage, it is liable even if it is free of fault, unless the baggage was already damaged. The carrier may limit its responsibility when the luggage contains fragile, valuable, or perishable items, and that, in their own handling, suffered normal and unavoidable wear. If the checked baggage has been damaged, delayed, lost or destroyed, the passenger must notify it immediately, before leaving the arrivals area, at the counters of the airline (or if it did not have an airport presence at its handling agent or representative) at the airport itself. If the damaged luggage is checked baggage, the passenger will indicate it in writing within 7 days and in the case of delay, 21 days, in both cases from the day on which the luggage was made available to the passenger. For certain types of items, the passenger can benefit from a higher limit of liability, making a special declaration at the latest at the time of check-in and paying a supplementary fee, being able to consult the conditions and rates to the airline.

Hand luggage

As hand luggage a piece is allowed whose dimensions (height + width + length) do not exceed 45x35x25 and whose total weight does not exceed 6 kg. More restrictive measures may be applied due to capacity limitations. Regulation (EC) 1546/2006 establishes new security measures at European airports and regulates the transport of liquids.

(*) The equivalence of the Special Drawing Rights (SDR) is set by the International Monetary Fund and is updated daily. Currently the value of 1 euro equals 0.85 SDR. The amounts appearing in this document are those established by international conventions and other applicable regulations as of December 28, 2019, these amounts being subject to the possible variations introduced by the agreements and other reference regulations.

NOTICE TO PASSENGERS NOT ADMITTED TO THE SHIPMENT FOR LACK OF PLACES

Regulation (EC) 261/2004 of February 11, 2004, establishes common rules on compensation and assistance to air passengers in case of denied boarding and cancellation or long delay of flights.

Likewise, the air carrier will provide to each of the passengers to whom the boarding has been denied, a form indicating the compensation rules for denied boarding.

NEGATIVE AND TRANSPORTATION LIMITATION

Right to deny transport

For security reasons, the carrier will deny the transport of any passenger or their luggage according to an exercise of reasonable discretion if it is determined that:

  • Such denial is necessary to avoid breaching laws, regulations or orders of any country or territory to which the passenger flies or in which he embarks or on which he flies; or
  • The conduct, age, physical or mental condition of the passenger is such that it requires special care from the carrier that cannot be guaranteed; or
  • Causes inconvenience or raises objections from other passengers; or
  • It involves a danger or a risk to the passenger himself or to other persons or property; or
  • That such action becomes necessary as a result of the passenger refusing to follow the instructions of the carrier; or
  • The passenger refuses to follow the safety instructions; or
  • Ticket prices or taxes or other amounts have not been paid or meet the agreements in terms of credit between the carrier and the passenger; or
  • The passenger does not have documentation for the trip; or
  • The passenger appears to be trying to enter a country where he transfers; or
  • The passenger can destroy their documentation during the trip; or
  • The passenger refuses, if required by the crew to deliver their documentation against the delivery of a receipt; or
  • The ticket…
  • It has been obtained illegally or buyer from an entity other than the carrier itself or its Authorized Agents; or
  • It has been reported lost or stolen; or
  • It is a fake ticket; or
  • Any of the flight coupons, physical or electronic, has been altered by anyone other than the carrier or its Authorized Agents, or a coupon has been mutilated and the carrier reserves the right to retain the printed ticket; or
  • The person presenting the ticket cannot prove to be the ticket holder.

ONBOARD CONDUCT

If the conduct of a passenger on the plane endangers the plane or any person or their belongings, or if such a passenger obstructs the crew's obligations or refuses to follow the instructions of that one, or its behavior creates conflicts with other passengers, the carrier can take the necessary measures so that the passenger ceases in said attitude, including the immobilization of the passenger.

Once on the plane, the passenger cannot operate radio devices, electronic cigarettes, electronic games or transmission devices, including remote control toys, walkie-talkies or mobile phones (that will be off during the entire flight). The passenger may not operate with any other type of electronic device on the plane, without the permission of the carrier. The exception to this rule applies to portable recorders, hearing aids or pacemakers, which can work.

General

The passenger must always act according to the laws, regulations, orders and requests of the countries of destination, of origin and passage and in accordance with the rules and instructions of the carrier.

The carrier will not be responsible for any assistance or information to the passenger in obtaining documents or for compliance with the laws, regulations, orders, requests and requirements given to the passenger by any employee or Carrier Agent, whether it is in writing or by any means, or for the consequences that may arise from failure to obtain the documents or that does not comply with the aforementioned laws, regulations, orders, requests, requirements, rules or instructions.

Travel Documentation

The passenger will present all the documents of entry, exit, health or any other that is required by the laws, regulations, orders, requests or requirements of the affected countries and allow the carrier to make and keep copies of them. The carrier reserves the right to refuse transportation to any passenger who does not comply with the laws, regulations, orders, requests or requirements or if the documents are not valid or that does not allow the carrier to make and keep copies of said documents.

Entry refusal

The passenger will be obliged to pay the amounts that are applicable when the carrier, by order of the corresponding Authority, is required to return the passenger to his place of origin, or to any other place, because the passenger is not admitted to enter the country, whether it is transit or its final destination. The carrier will not reimburse the passenger the price paid by him for the concept of transportation to the point of refusal of entry or deportation.

Passenger responsible for the payment of Fines, Detention Costs, etc...

If the carrier is obliged to pay any fine or penalty, or must make a deposit or pay any expenses as a result of the passenger not complying with the laws, regulations, orders, requests or requirements to travel from any of the affected countries, or for the failure of the passenger to present the necessary documents, the passenger must reimburse the amounts paid, deposited or any other expenses incurred. The carrier may use all the funds or payments of the passenger for unrealized transport or any sum that the passenger may have at that time.

NOTICE TO PASSENGERS ON TAXES AND GOVERNMENT FEES

The price of this ticket may include taxes and fees that have been established on air transport by government authorities. These taxes and fees, which can configure a significant portion of the cost of air transport, will be discriminated in the “TAXES” box of the ticket. It may also require the passenger to pay fees or taxes that have not been previously charged.

NOTICE ON CANCELLATION OF PLACES

If you have your place reserved and for some reason you could not use it, please proceed to the cancellation of it. This will facilitate the trip to another passenger, as well as the possible penalty for not canceling your reservation on time.

DANGEROUS ITEMS IN LUGGAGE

For safety reasons in the passenger's luggage there should be no dangerous items, such as:

  • compressed gases (intensely refrigerated, flammable, non-flammable, poisonous) such as butane, oxygen, liquid nitrogen, bottles of compressed air for diving.
  • corrosives: acids, alkalis, mercury and wet electric accumulators.
  • explosives: ammunition, fireworks and flares.
  • flammable liquids and solids: fuels, MATS, paints, thinners and lighters.
  • radioactive materials
  • wallets or briefcases with built-in alarm systems.
  • oxidizing materials: such as lime chloride and peroxide.
  • poisonous and infectious substances: such as insecticides, herbicides and live viruses.
  • other dangerous items: magnetized, unpleasant or irritating materials.

In limited quantities you can take medicines and toiletries needed for the trip, such as hair spray, perfumes or medicines containing alcohol. Many of the mentioned items can be transported as a MERCHANDISE if they are packed according to the regulations. They cannot be carried in checked luggage electronic cigarettes (may only be carried in carry-on luggage). Request additional information if necessary. The company may refuse to transport certain products if, in view of their size, shape, characteristic or weight, they cannot be considered as luggage.

SPECIAL ITEMS

Certain special items such as money, jewelry, precious metals, computers, personal electronic devices, negotiable documents, business documents of special value, passports and identification documents may not be transported as checked baggage.

DELIVERY OR COLLECTION OF BILLED LUGGAGE

The passenger must pick up their checked luggage as soon as it is available for it at the points and places destined for it. If the passenger does not collect their luggage in a reasonable period of time, the carrier may impose a storage cost. If the passenger does not collect the luggage within 3 months after the luggage has been made available, the carrier may dispose of it without liability to the passenger, if I claimed after that date.

TIME FLIGHT ACCEPTANCE LIMIT

The flight acceptance deadline is the minimum time in advance of the official scheduled departure time of the flight, indicated on the ticket, in which the passenger must have been admitted to the flight, have your luggage checked, be in possession of the boarding pass and be at the boarding gate. After this time limit the flight will be closed.

The carrier does not incur any responsibility for the non-acceptance of the passenger when he is present on an already closed flight.

THE MINIMUM TIME OF ACCEPTANCE OF PASSENGERS ON THE FLIGHT FOR ALL CANARYFLY SERVICES IS 30 MINUTES.If any of those flights is not of CANARYFLY or you travel from an airport outside the Spanish territory, request from your issuing agent the presentation deadline at the departure airport.

Upon arrival at transit points, passengers are kindly requested to check the reservations of their next stopover, or of the return trip, and communicate their temporary address or a contact telephone number to the carrier in order to be advised of any information that might interest you.

ALL CANARYFLY FLIGHTS ARE NON-SMOKING.

In accordance with the provisions of paragraph J) of paragraph 2, of article 7 of Royal Decree 192/1988 in the wording given by Royal Decree 1293/1999 Smoking is not allowed on commercial flight aircraft whose origin and destination are in National territory.

ALL CANARYFLY FLIGHTS ARE NON-SMOKING

In accordance with the provisions of section Q) of article 7 of Law 28/2005, December 26, in the wording given by section seven of the sole article of Law 42/2010, December 30, smoking is not allowed in aircraft with origin and destination in the national territory and on all flights of Spanish airlines, including those shared with company flights.

CONTRACT MODIFICATIONS

No agent, employee, administrator or representative of CANARYFLY has the authority to alter or modify any of the Conditions of the Contract mentioned herein or the CANARYFLY regulations or to waive them.

PREDOMINATING VERSION

These Conditions of Contract were originally written in Spanish and may be submitted translated into other languages. In case of conflict between these versions and the original in Spanish, it will be the latter that prevails.

FINAL DISPOSITION

Without prejudice to the provisions of this contract, in accordance with the provisions in paragraphs 1 and 2 of Article 6 of Regulation (EC) 2027/97, of October 9, 1997, modified by paragraph 10) of article 1 of Regulation (EC) 889/2002, of May 13, 2002, the corresponding Annex provided in the Community Regulation is attached to this present contract.

ANNEX

Responsibility of airlines in relation to passengers and their baggage.

This information notice summarizes the applicable liability regulations by Community airlines, in accordance with Community legislation and the Montreal Convention.

Compensation in the event of death or injury. There is no financial limit set for liability in the event of passenger injury or death. For damages of up to 128,821 SDR (approximate amount in local currency), the airline will not be able to challenge the compensation claims. Above this amount, the airline can only contest a claim if you can prove that there was no negligence on your part nor lack of any other kind.

Advances. In case of death or injury of a passenger, the airline must pay, in the period of fifteen days from the day of identification of the person entitled to compensation, an advance to cover immediate financial needs. In case of death, this advance may not be less than 16,000 SDR (approximate amount in currency local).

Delay of the passenger. In case of delay of the passenger, the airline is responsible for damage provided that all reasonable steps to avoid the damage have not been taken or it is impossible to take such measures. The responsibility in case of passenger delay is limited to 5346 SDR (approximate amount in local currency).

Baggage delays. In case of baggage delay, the airline is responsible for damage provided that all reasonable steps to avoid the damage have not been taken or it is impossible to take such measures. The responsibility in case of luggage delay is limited to 1288 SDR (approximate amount in local currency).

Destruction, loss or damage of luggage. The airline is responsible in case of destruction, loss or damage of luggage up to the amount of 1288 SDR (approximate amount in local currency). Regarding checked baggage, it is responsible even when exempt from fault, unless the luggage is already damaged. Regarding unchecked baggage, the Airline is only responsible for damages caused by it.

Higher limits for baggage. The passenger can benefit from of higher limit of liability by making a special declaration, no later than time to bill, and paying an additional fee.

Baggage claims. If checked baggage has been damaged, delayed, lost or destroyed, the passenger must notify the airline in writing as soon as possible. If the damaged baggage is checked baggage, the passenger will indicate it in writing within seven days, and in case of delay, of twenty-one days, in both cases from the day the luggage was made available to the passenger.

Responsibility of the company with which the service has been contracted and of the company responsible for the effective provision. If the airline in charge of the flight is not the same as the contracting airline, the passenger can make a complaint or a claim to any of them. If the name or code of an airline, that is the contracting airline.

Claim deadlines. All claims in court must be filed within two years from the arrival of the aircraft or from the day the aircraft should have arrive.

Basis of information. The standards described above are based on the Convention of Montreal of May 28, 1999, developed in the Community Regulation (EC) No. 2027/97 [modified by Regulation (no 889/2002] and by the national legislation of the Member states.

CANCELLATION NOTICE

Dear Customer;

Canaryfly deeply regrets that your flight is cancelled. Please accept our sincere apologies. Our goal is to offer you excellent service and ensure that you make your trip under optimum conditions. In order to alleviate as far as possible, the inconvenience caused we inform you of your rights as a passenger in accordance with Regulation (EC) No 261/2004.

In accordance with Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004, where a flight is cancelled, i.e. a scheduled flight on which at least one seat was booked did not take-off from:

  • An EC airport, or
  • An airport located in a non-EU country, the rules of which do not provide for compensation and assistance, to an EC airport and the carrier responsible for the flight is an EC company.

Provided that the passenger:

  • Has a confirmed booking on the flight, a ticket (printed or electronic) or other proof that they had been accepted and registered by the aviation company, was present to check-in under the conditions required and at the time indicated previously in writing or by electronic means (if no time is indicated, at least 45 minutes before the time of departure) or,
  • They were transferred from the flight for which they had a reservation to another flight.

They were transferred from the flight for which they had a reservation to another flight.

  • If you can prove that the cancellation was due to extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken (cases of political instability, weather conditions incompatible with the conduct of the flight, risks to flight safety that are beyond company management control, strikes that affect the operations of an air carrier in charge of a flight and that are not related with the airline company, and the repercussions of an air traffic management decision, in relation to a specific aircraft and on a specific date, result in a long delay, a one-day delay for the other or for the cancellation of one or more flights of the aircraft, although the interested air carrier has made every effort to avoid such delays or cancellations.
  • You are informed of the cancellation of the flight at least two weeks before the scheduled departure time.
  • You are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled arrival time.
  • You are informed of the cancellation less than seven days before the scheduled departure time and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.

If none of these above apply, passengers with a confirmed seat reservation for a cancelled flight shall be entitled to:

  1. The right to assistance, consisting of:
    1. Choose reimbursement or re-routing according to the following options:
      • Reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank checks or, with your signed agreement, travel vouchers and/or other services) of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight no longer serves any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or
      • Re-routing, under comparable transport conditions, to your final destination, at the earliest opportunity; or
      • Rerouting, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
    2. In addition, and free of charge:
      • Sufficient food and beverage, according to the necessary waiting time, as long as it doesn't make the flight departure delayed.
      • Two telephone calls, telex or fax messages, or e-mails.

      Passengers with reduced mobility and their companion and unaccompanied minors will have priority and special attention.

    3. When arriving at the final destination under conditions similar to those of the cancelled flight, if the departure time of the new flight is the day after the originally scheduled flight or later, Canaryfly offers you:
      • Hotel accommodation in cases where a stay of one or more nights becomes necessary; and
      • Transport between the airport and place of accommodation (hotel or other).
  2. The right to compensation based on the distance between the airport of departure and the airport of arrival, consisting of:
    • 125 euros for flights up to 1,500 km, when the alternative transport offered has a departure time not exceeding two hours later than the one initially scheduled on the booked flight, or 250 euros, if the delay is more than two hours.
    • 200 euros for all intra-EC flights of more than 1,500 km and for all other flights between 1,500 and 3,500 km, where the alternative transport offered arrives at the destination no more than 3 hours later than that initially provided for on the reserved flight or 400 euros if the delay is more than 3 hours.
    • 300 euros for all flights not included in the above points, where the alternative transport offered has an arrival at destination time not 4 hours later than that initially provided for on the booked flight; or 600 euros if the delay is longer than four hours.

Change of class

If the passenger is accommodated on a fight in a lower class than that for which he/she paid the ticket, the relevant percentage of the price of the fight ticket will be refunded (according to the table) in seven days.

DistanceRefund
a) Flights of up to 1.500 km30%
b) Inter-community flights of more than 1.500* and flights between 1.500 y 3.500 km50%
c) Rest of flights 75%


*Except flights between a Member State and French overseas territories

The refund will be paid in cash, by electronic bank transfer, bank transfer, cheque or, by agreement.

Information for our clients

Prior claim to the airline

The term to present the prior claim is five years from the day the incident that could give rise to said claim occurred. The airline or airport manager to whom the prior claim is made will be obliged to acknowledge receipt of your submission and will respond to the prior claim as soon as possible and, in any case, within a maximum period of one month. since its introduction.

When the resolution of the previous claim is not totally satisfactory for the passenger, or if it has not been answered within a maximum period of one month from the date of presentation thereof; The passenger may appeal to the State Aviation Safety Agency (AESA, https://www.seguridadaerea.gob.es) for the alternative resolution of those disputes in which the European Union Regulations on the protection of personal data are applicable. air transport users (Reg. (CE) 261/2004 and Reg. (CE) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages and clauses of the transport contract.

It is cause for inadmissibility of the claim before AESA its presentation once a period of one year has elapsed from the presentation of this previous claim. The decision adopted by AESA in the alternative dispute resolution is binding on the airline.

We hope that with this document we have complied with your right to information. If you wish, you can contact our Customer Service:

We also inform you that the national designated body for the enforcement of the Regulation EC 261/2004 is:

Agencia Estatal de Seguridad Aérea (AESA) – División de Calidad y Protección al Usuario Paseo de la Castellana 112, CP 28046 Madrid – phone 91-396.82.10- webpage: www.seguridadaerea.gob.es

External Links

European Union - Air Passengers rights

DELAY NOTICE

Dear Customer;

We apologize for the delay of your flight and in order to alleviate as far as possible the inconvenience suffered; we offer the following guarantees as legislated in Regulation (EC) 261/2004. Please accept our sincere apologies and be assured that we are doing our best to ensure that you make your trip under optimum conditions.

In accordance with Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004, it applies:

  • An EC airport, or
  • An airport located in a non-EU country, the rules of which do not provide for compensation and assistance, to an EC airport and the carrier responsible for the flight is an EC company.

Provided that the passenger:

  • Has a confirmed booking on the flight, a ticket (printed or electronic) or other proof that they had been accepted and registered by the aviation company, was present to check-in under the conditions required and at the time indicated previously in writing or by electronic means (if no time is indicated, at least 45 minutes before the time of departure) or,
  • They were transferred from the flight for which they had a reservation to another flight.

And if affected by a delay with respect to the expected departure time:

  • For two hours or more in the case of flights of 1 500 kilometers or less; or
  • For three hours or more in the case or all intra-Community flights of more than 1500 kilometers and of all other flights between 1 500 and 3 500 kilometers; or
  • For four hours or more in the case of all flights not included in the previous sections.

Canaryfly will offer you free of charge:

  • Sufficient food and beverage, according to the necessary waiting time, as long as it doesn't make the flight departure delayed .
  • Two telephone calls of a short duration, telex or fax messages, or e-mails.

Passengers with reduced mobility and their companion and unaccompanied minors will have priority and special attention.

According to Regulation (EC) 261/2004, in Article 6(1) (iii) Article 8(1)(a) "The right to reimbursement for alternative transport", where the delay is at least 5 hours and you decide not to travel on the delayed flight, in addition to the assistance described above, Canaryfly offers a refund, within seven days (in cash, by bank transfer, check, travel vouchers or other services agreed with the passenger) of the full cost of the ticket, at the price at which the ticket was purchased, corresponding to the unmade part or parts of the trip and the part or parts of the trip made, if the flight is no longer in accordance with the original travel plans, together with, if applicable, flight back to the first point of departure as soon as possible.

The right to compensation for delays is not covered by Regulation (EC) 261/2004. However, on 19 November 2009, the Court of Justice of the European Union (ECJ) delivered a judgment in Cases C-402/07 and C-432/07, which may invoke the right to be financially compensated in accordance with Article 7 of Regulation (EC) 261/2004, in certain cases of delay.

This right to compensation will occur when a passenger suffers a loss of time equal to or greater than three hours delay to final destination; that is, when they arrive at the final destination three or more hours after the initially scheduled arrival time. In such cases the right to compensation has been recognized in the following terms:

  • 250 euros for flights up to 1500 km.
  • 400 euros for all intra-EC flights over 1500 km and for all other flights between 1500 and 3500 km.
  • 600 euros for all flights not covered by the preceding paragraphs.

When the time of departure reasonably expected is at least the day after the time of departure previously announced, in addition to the assistance described above, Canaryfly will offer you:

  • Hotel accommodation in cases where a stay of one or more nights becomes necessary, and
  • Transport between the airport and place of accommodation (hotel or other).

Compensation right may not be applicable when in cases where an event has been caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Such circumstances may, in particular, occur in cases of political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks that are beyond company management control, unexpected flight safety shortcomings, strikes that affect the operation of Canaryfly and that are not related with the airline company, and where the impact of an air traffic management decision in relation to a particular aircraft on a particular day gives rise to a long delay, an overnight delay, or the cancellation of one or more flights by that aircraft, even though all reasonable measures had been taken by the air carrier concerned to avoid the delays or cancellations.

Change of class

If the passenger is accommodated on a fight in a lower class than that for which he/she paid the ticket, the relevant percentage of the price of the fight ticket will be refunded (according to the table) in seven days.

DistanceRefund
a) Flights of up to 1.500 km30%
b) Inter-community flights of more than 1.500* and flights between 1.500 y 3.500 km50%
c) Rest of flights 75%


*Except flights between a Member State and French overseas territories

The refund will be paid in cash, by electronic bank transfer, bank transfer, cheque or, by agreement.

Information for our clients

Prior claim to the airline

The term to present the prior claim is five years from the day the incident that could give rise to said claim occurred. The airline or airport manager to whom the prior claim is made will be obliged to acknowledge receipt of your submission and will respond to the prior claim as soon as possible and, in any case, within a maximum period of one month. since its introduction.

When the resolution of the previous claim is not totally satisfactory for the passenger, or if it has not been answered within a maximum period of one month from the date of presentation thereof; The passenger may appeal to the State Aviation Safety Agency (AESA, https://www.seguridadaerea.gob.es) for the alternative resolution of those disputes in which the European Union Regulations on the protection of personal data are applicable. air transport users (Reg. (CE) 261/2004 and Reg. (CE) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages and clauses of the transport contract.

It is cause for inadmissibility of the claim before AESA its presentation once a period of one year has elapsed from the presentation of this previous claim. The decision adopted by AESA in the alternative dispute resolution is binding on the airline.

We hope that with this document we have complied with your right to information. If you wish, you can contact our Customer Service:

We also inform you that the national designated body for the enforcement of the Regulation EC 261/2004 is:

Agencia Estatal de Seguridad Aérea (AESA) – División de Calidad y Protección al Usuario. Paseo de la Castellana 112, CP 28046 Madrid – phone: 91-396.82.10- webpage: www.seguridadaerea.gob.es

External Links

European Union - Air Passengers rights

DENIED BOARDING NOTICE

Dear Customer,

We are sorry that for reasons beyond your control we have had to deny boarding on your reserved flight. In order to reduce as much as possible, the inconvenience we may have caused you, Canaryfly offers assistance, and where appropriate, compensation, according to the specific circumstances of each case.

Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004 lays down minimum standards applicable in the event of denied boarding (refusal to board passengers on a flight, even if they have a confirmed reservation on that flight and, except in the case of cancellation, were present at check-in within the time limit and under the conditions required or have been transferred by an airline or a tour operator, unless there are reasonable grounds to deny boarding, such as health or safety reasons or the submission of inappropriate travel documents). As provided for in articles (14) and (15) of that regulation, where extraordinary causes are established as unavoidable even if reasonable measures had been taken, particularly in cases of political instability, weather conditions incompatible with the performance of the flight, safety risks that are beyond company management control, unexpected deficiencies in flight safety, strikes affecting the operations of an air carrier operating a flight and that are not related with the airline company, and the impact of an air traffic management decision, in relation to a given aircraft and on a given date, result in a long delay, a delay from one day to the next or the cancellation of one or more flights of the aircraft, even if the air carrier concerned has done everything it can to avoid such delays or cancellations.

Applies when the flight departs from:

  • An EC airport, or
  • An airport located in a non-EU country, the rules of which do not provide for compensation and assistance, to an EC airport and the carrier responsible for the flight is an EC company.

Provided that the passenger:

  • Has a confirmed booking on the flight, a ticket (printed or electronic) or other proof that they had been accepted and registered by the aviation company, was present to check-in under the conditions required and at the time indicated previously in writing or by electronic means (if no time is indicated, at least 45 minutes before the time of departure) or,
  • They were transferred from the flight for which they had a reservation to another flight.

Canaryfly is required to request that volunteers relinquish their reservations in exchange for certain benefits and rights under Regulation (EC) 261/2004.

Conditions for passengers denied boarding.

  • Passengers who voluntarily give up their seat: In the event that there are more passengers with a confirmed reservation on a flight than available seats, provided that check-in procedures were carried out within the minimum time required, Canaryfly will ask for volunteers to give up their confirmed seat in exchange for agreed compensation and assistance.
  • Passengers who do not voluntarily give up their seat: If sufficient volunteers are not found and other passengers must be denied boarding against their will, these passengers shall be entitled to compensation and attention.

The passenger may choose between:

  • Transport to the final destination under comparable conditions as soon as possible or on a later date that suits the passenger, according to available seats.
  • Reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank checks or, with your signed agreement, travel vouchers and/or other services) of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight no longer serves any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

In addition, passengers will receive:

  • Sufficient food and beverage, according to the necessary waiting time, as long as it doesn't make the flight departure delayed.
  • Two telephone calls, telex or fax messages, or e-mails.
  • Hotel accommodation when it is necessary to stay one or more nights and round-trip transportation between the airport and the place of accommodation (hotel or others)

Passengers with reduced mobility and their companion and unaccompanied minors will have priority and special attention.

We inform you that you are entitled to immediate compensation depending on the distance between the airport of departure and the arrival airport, in accordance with Regulation (EC) 261/2004, consisting of:

  • 125 euros for flights up to 1,500 km, when the alternative transport offered has a departure time not exceeding two hours later than the one initially scheduled on the booked flight, or 250 euros, if the delay is more than two hours.
  • 200 euros for all intra-EC flights of more than 1,500 km and for all other flights between 1,500 and 3,500 km, where the alternative transport offered arrives at the destination no more than 3 hours later than that initially provided for on the reserved flight or 400 euros if the delay is more than 3 hours.
  • 300 euros for all flights not included in the above points, where the alternative transport offered has an arrival at destination time not 4 hours later than that initially provided for on the booked flight; or 600 euros if the delay is longer than four hours.

Change of class

If the passenger is accommodated on a fight in a lower class than that for which he/she paid the ticket, the relevant percentage of the price of the fight ticket will be refunded (according to the table) in seven days.

DistanceRefund
a) Flights of up to 1.500 km30%
b) Inter-community flights of more than 1.500* and flights between 1.500 y 3.500 km50%
c) Rest of flights 75%


*Except flights between a Member State and French overseas territories

The refund will be paid in cash, by electronic bank transfer, bank transfer, cheque or, by agreement.

Information for our clients

Prior claim to the airline

The term to present the prior claim is five years from the day the incident that could give rise to said claim occurred. The airline or airport manager to whom the prior claim is made will be obliged to acknowledge receipt of your submission and will respond to the prior claim as soon as possible and, in any case, within a maximum period of one month. since its introduction.

When the resolution of the previous claim is not totally satisfactory for the passenger, or if it has not been answered within a maximum period of one month from the date of presentation thereof; The passenger may appeal to the State Aviation Safety Agency (AESA, https://www.seguridadaerea.gob.es) for the alternative resolution of those disputes in which the European Union Regulations on the protection of personal data are applicable. air transport users (Reg. (CE) 261/2004 and Reg. (CE) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages and clauses of the transport contract.

It is cause for inadmissibility of the claim before AESA its presentation once a period of one year has elapsed from the presentation of this previous claim. The decision adopted by AESA in the alternative dispute resolution is binding on the airline.

We hope that with this document we have complied with your right to information. If you wish, you can contact our Customer Service:

We also inform you that the national designated body for the enforcement of the Regulation EC 261/2004 is:

Agencia Estatal de Seguridad Aérea (AESA) – División de Calidad y Protección al Usuario. Paseo de la Castellana 112, CP 28046– Madrid – phone: 91-396.82.10- webpage: www.seguridadaerea.gob.es

External Links

European Union - Air Passengers rights

Airports

Our office

Location: floor one, in the Departures area of ​​the inter-island terminal, in front of the check-in counters.

Schedule: 06:00 - 20:30 hours


Aena Information

Schedule: 24 hours

Call: 928 579 130

Web: Gran Canaria Airport


Location

The Gran Canaria airport is located in the Bay of Gando, 18 kilometers from Las Palmas de Gran Canaria, capital of the Island, and 25 kilometers from the southern part of the Island, where the main tourist areas are located.


How to get?

Public transport: bus line 60, from the capital Las Palmas de Gran Canaria, and line 66, from the Maspalomas Lighthouse, the main tourist center of the Island.

Our office

Location: ground floor, in the Departures area of ​​the terminal, near the check-in counters.

Schedule: 07:00 - 11:00 and 14:30 - 18:30 hours


Aena Information

Schedule: 06:30 - 23:00 hours

Call: 928 860 600

Web: Fuerteventura Airport


Location

Fuerteventura Airport is located in El Matorral, 5 kilometers from Puerto del Rosario.


How to get?

as public transport: bus lines 3, 10 and 16 from Puerto del Rosario, capital of the Island, Caleta de Fuste, Salinas, MorroJable and Gran Tarajal, main tourist centers.

Our office

Location: ground floor, in the Departures area of ​​the terminal, near the check-in counters

Schedule: 07:00 - 21:00 hours


Aena Information

Schedule: 05:30 - 23:59

Call: 928 846 001

Web: Lanzarote Airport


Location

Lanzarote Airport, also known as César Manrique, is 5 kilometers from Arrecife, capital of the Island


How to get?

Public transport: bus line 23 from Arrecife, capital of the Island, and line 22 from Playa Honda, one of the main tourist centers of the Island.

Our office

Location: ground floor, in the Departures area of ​​the terminal, near the check-in counters.

Schedule: 07:00 - 20:00 hours


Aena Information

Schedule: 07:00 - 21:30

Call: 922 426 100

Web: La Palma Airport


Location

La Palma airport is located 8 kilometers from its capital, Santa Cruz de La Palma.


How to get?

Public transport: 500 bus line from Santa Cruz de La Palma, capital of the Island, and Los Cancajos, one of the main tourist centers of the Island.

Our office

Location: ground floor of the terminal, in the Departures sector, near the check-in counters.

Schedule: 06:30 - 20:30 hours


Aena Information

Schedule: 24 hours

Call: 922 635 999

Web: Tenerife Norte Airport


Localización

Located to the north of the Island, in the municipality of San Cristóbal de La Laguna, the airport is only 10 kilometers from the capital, Santa Cruz de Tenerife.


How to get?

Public transport: bus line 102 from Santa Cruz de Tenerife, capital of the Island, and Puerto de la Cruz and La Laguna, tourist centers of the Island.

Our office

Location: Ground floor, in the Departures sector, commercial area next to check-in counters

Schedule: friday and sunday from 08:30 - 13:30 hours


Aena Information

Schedule: 06:00 - 19:00 hours

Call: 922 553 700

Web: El Hierro Airport


How to get?

Public transport: line 6 connects the capital of the island with the airport.

Fares

Yes, with the Completa Fares you can make any type of change (date, time, route,etc .) no penalty, whenever the fare is available at the same Price as your original ticket. If it is not available and there is a higher fare, you Will have to pay the difference.

In the Completa Fares exists two type of fares with different prices. For example,for a canary resident with the Gran Canaria Fuerteventura route, in the Completa Fares we have “Y Fare” (22,60€) and the “R Fare” (26,85€).

With the Y Fare changes can be made.

With the R Fare it is not allowed to make changes to a higher fare, because this is the higher one.

You can make all changes directly in the My Reseavtions section of our website and App, calling the Call Center , going to the sales office at the airport or your Travel Agency

Yes, with the Superprecio and Reducida Fares you van request 1 change per trip and time. These changes will be subject to the conditions of your purchased Rate:

Up to 7 days before flight departure. Only with the Reducida Fares you can make this change paying 2€.

In the 7 days before the flight departure. Only with the Reducida Fares you can make this change paying 5€.

Up to 7 days before flight departure. Only with the Superprecio Fares you can make this change paying 3€.

In the 7 days before the flight departure. Only with the Superprecio Fare you can make this change paying 7€.

Whenever the fare is available at the same price as your original ticket. If it is not available you will have to pay the difference.

Also with the Superprecio and Reducida Fares you can request changes to a higher fares. These changes will be subject to the conditions of your purchase Rate:

Up to 7 days before flight departure. Only with the Reducida Fares you can make this change paying the fare difference.

In the 7 days before the flight departure. Only with the Reducida Fares you can make this change paying the fare difference plus 5€.

Up to 7 days before flight departure. Only with the Superprecio Fares you can make this change paying the fare difference plus 3€.

In the 7 days before the flight departure. Only with the Superprecio Fare you can make this change paying the fare difference plus 7€.

You can make these changes through:

• Call Center 928 018 500.

• Canaryfly Sales Offices at airports.

• Your Travel Agency.

The Promotional Fare is a exclusive web sale fare that offer the most economic Price, that is why it not allowed : dates, time or route changes or higher fares changes.

If the passenger's name on the ticket does not match the identification he presents, he may not be admitted to boarding. Therefore, if you have detected errors in the name of your ticket, contact Canaryfly immediately, either by calling the Call Center or going to the sales offices, and we will find a solution as soon as possible.

All our rates, allow you to take free of charge: 1 hand bag up to 6 kg and 1 checked bag up to 23kg.

The Completa R Fare allows you to take free of charge: 1 hand bag up to 6 kg and 1 checkede bag up to 30kg.

During the direct price promotion, the fares benefiting from the promotion will have a lower price than usual because they are on promotion.

Once the promotional period is over, the changes in the conditions of the purchased fares will be made based on the prices in effect at that time.

In other words, if a discounted fare is purchased and a change is desired after the promotional period, the passenger must pay the penalty and the applicable fare difference, at the price in effect at the time of the change.

The promotional adult + child free fare can only be obtained when purchasing a ticket for an adult + child. If you need to travel with more people you must make two separate purchases.

To use this fare it is mandatory that the child travels with the adult associated with the booking.

In the case of a 3-person booking, two bookings must be made: on the one hand adult + child, and on the other hand the missing adult.

Airport taxes and handling fees are not included in the promotion. Therefore, this is the only cost associated with the child who travels free of charge.

Payment method

We currently have two payment methods through our website; Credit card and Bizum.

The Bizum key is a 4-digit code, with which you can buy at all stores that have the Bizum button as a means of payment available.

You can get it in your bank's App.

Yes, as with other payment methods, the return policy will be made in the same way.

Canaryfly is not responsible for the agreements between banking entities associated with the Bizum platform. In the case that your purchase has not been successful, please contact your bank and consult the list of banks attached to the Bizum platform.

If you have problems with Bizum, we recommend choosing the option to purchase with a credit card, so that you can make your purchase successfully.

News

Exchanges and refunds

Yes, Canarylfy will offer all affected passgengers an alternative transport so that they can make their trip on the date they had planned.

Yes, by virtue of the tenth final provision contained in Royal Decree-Law 15/2020, of April 21, on urgent complementary measures to support the economy and employment, which modifies article 36 of Royal Decree-Law 11/2020 , of March 31, by which complementary urgent measures are adopted in the social and economic field to face COVID-19, you can request a refund at the point of sale where you purchased your ticket.

Yes, the following assumptions are explained below:

  • When the request is made after the validity of the ticket has expired.
  • Tickets with connected fares, which have used a section and request a refund for the section not completed.
  • In the cases; a stolen or fail ticket, after accreditation.
  • If the ticket fare indicates that it does not allow cancellations or reimbursement or has the observation "NON REFUNDABLE".
  • In the accepted programming changes and the passenger has decided not to use his ticket, generating a no show for Canaryfly.
  • If the passenger has not been admitted by the local authorities at his place of destination or at some intermediate point and, consequently, has been returned to his boarding point or to some other point.

However, you can contact the company to find out about your refund in the following channels:

  • Canaryfly offices at airports
  • Our Call center on the phone number 928.01.85.00

Yes, by virtue of the tenth final provision contained in Royal Decree-Law 15/2020, of April 21, on urgent complementary measures to support the economy and employment, which modifies article 36 of Royal Decree-Law 11/2020 , of March 31, adopting urgent complementary measures in the social and economic sphere to deal with COVID-19, you can choose to change your ticket without cost, within a year of the validity of the ticket from the date of purchase, keeping the same itinerary and subject to seat availability.

Check all the information through our channels:

  • Canaryfly offices at airports
  • Our Call center on the phone number 928.01.85.00

Yes, by virtue of Regulation (EC) No. 261/2004 of the European Parliament and of the Council, of February 11, 2004, which establishes common rules on compensation and assistance to air passengers in the event of denied boarding and cancellation or long delay of flights, the company will offer you the possibility to choose between one of the following options:

  1. Reimbursement of the cost of the ticket within the following 7 days, of the full cost of the ticket at the price at which it was purchased, corresponding to the part or parts of the trip not made, and to the part or parts of the trip made, if the flight no longer has a reason to be in relation to your initial travel plan, together with, where applicable:
    • - A flight back to the first starting point as quickly as possible.
  2. Alternative transportation to your final destination as quickly as possible and in comparable transportation conditions.
  3. Driving to the final destination, under comparable transport conditions, at a later date that suits you, depending on the available seats.

If the delay is five hours or more, and you decide not to travel, under Regulation (EC) No. 261/2004 of the European Parliament and of the Council, of February 11, 2004, which establishes common rules on compensation and Assistance to air passengers, in case of denied boarding and cancellation or long delay of flights, you will be entitled to refund within seven days of the full cost of the ticket at the price at which it was purchased, corresponding to the part of the trip not made, and to the part of the trip made if the flight no longer has a reason to exist.

Where appropriate, you also have to fly back to the first starting point as quickly as possible.

No, issue fees may only be reimbursed when the reason for the reimbursement is due to a cause attributable to the company.

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