Frequent Questions
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Baggage

Passengers may carry one piece of luggage as hand luggage with a maximum weight of 10 kilos and the dimensions may not exceed 45x35x25cm.

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If the hand luggage exceeds the weight and/or measurements indicated above at the boarding gate, it will be removed and checked in, transported in the cargo hold and may entail an additional cost depending on the fare of the ticket purchased.

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

Limitations on transporting liquids must also be adhered to.

•In containers with amaximum capacity of 100 ml; and up to a limit of 10 containers (Max. 1 L) in a transparent and hermetically sealed bag measuring up to 20x20.

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

- Liquid or semi-solid baby food is allowed. It is recommended to keep it in its original packaging.

For further information, please see Regulation 820/2008.

Yes. Power banks may be transported with the following conditions:

• Transported in hand luggage

• Up to two batteries with a maximum power of 160WH each.

All other replacement lithium batteries are subject to the same conditions. Click here for further information.

The maximum weight that must not be exceeded is 23 kg. Check-in luggage must be adequately packed so that it cannot cause damage to other luggage or to the aircraft structure. Each additional kilogram will entail an additional cost to be paid by the Passenger at the airport, provided they are previously admitted on the flight. You can only check in a maximum of 9 kg of additional luggage per suitcase.

A passenger may never transport more than 50 kg.

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

If 23 kilos is exceeded (30 kg with the Full Plus Fare), this service has a cost per additional kilo that varies depending on 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

Connecting flights:

• 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 advisable to transport them as hand luggage.

If you want to transport valuable items, it is recommend that you make a declared-value check-in. For further information, please see Declared value luggage

Explosive and incendiary substances and devices that may compromise the aircraft's safety are prohibited, such as:

• Lithium batteries.

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

• Fireworks and other pyrotechnic items.

• Smoke canisters and smoke generating cartridges.

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

• Flammable liquids (paint, lighter re-fillers, etc.).

• Transporting dangerous goods and prohibited items on board is prohibited.

Dangerous goods and items prohibited on board

It is recommended to deliver prams at the foot of the aircraft as a precautionary measure to avoid any damage to this type of luggage. To do this, declare it when you check your luggage in at the check-in counter.

Sports equipment and musical instruments are considered special luggage.

Follow the steps indicated below:

• Make the request through the Call Centre or at the airport sales offices at least 48 hours before the flight departure.

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

• You must go to the airport at least 120 minutes before the flight departure.

Passengers carrying sports equipment receive an additional 5 kg free of charge. Therefore, you can transport up to 28kg for free.

If you exceed 28 kilos (35 kg with the Full Plus Fare), this service has a cost per additional kilo that varies depending on 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

Connecting flights:

• Gran Canaria – La Palma: €1.86/kg

• Gran Canaria – El Hierro: €1.96/kg

• Tenerife – Lanzarote: €1.96/kg

• Tenerife – Fuerteventura: €1.87kg

• 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 a sail/kite/mast/centreboard/boom/board

This special luggage must be correctly packed and/or in its cover, labelled and protected. The size of these objects must be less than 1.9 meters. If they are larger, they cannot be transported.

Bicycles

If the bicycle is not packed, it must have the pedals disassembled, the handlebar turned so that it does not protrude, the wheels secured and tyres partially deflated.

Golf equipment

Golf clubs must be securely fastened inside the bag so that they don't cause inconvenience or damage during boarding, transport and disembarkation.

Diving equipment

The bottle must be empty (de-pressurised) and carry the corresponding documentation from the company that emptied it, since the company must be authorised to certify the emptying as correct. The cylinder must have the valve removed so that it can compensate for pressure differences.

The light may be carried as carry-on and check-in luggage as long as the power supply is disconnected, protected against short circuits by placing it in the original sales packaging or otherwise insulating the terminals, for example by covering exposed terminals with electrical tape or placing each battery in a separate plastic bag or protective cover.

Sports weapons and ammunition

• Sports weapons and ammunition may be checked in upon prior request of the Passenger in the Call Centre and in the airport sales offices with 48 hours' minimum notice.

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

•The weapon must be empty of ammunition.

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

• Ammunition must not include explosive or incendiary projectiles.

• Quantities that are allowed for more than one person must not be combined in one or more packages.

• Checking-in weapons and ammunition is mandatory.

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

Go to the check-in counter at least three hours before the scheduled flight departure in order to carry out the corresponding procedures.

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

The cost of this service is 15% of the declared amount and you must pay it as excess luggage 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.

Items not accepted as declared value:

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

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

• Valuable documentation (commercial documents, passports, negotiable deeds, shares, etc.).

• Perishables.

• Special packages that are considered Limited Edition.

Yes, you can purchase the 'Seat Luggage – Extra' service for:

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

The additional seat must be booked together with the trip booking at least 48 hours before the flight departure, either at the Sales Office or through the Call Centre, informing about the nature of the object, its weight and dimensions. These types of services are subject to space and prior authorisation from the company.

The maximum weight limit is 75 kg per seat booked.

Its cost will correspond to the fare that you would have to pay if you occupied such seat(s) on the journey, applicable at the time of booking the additional seat.

Overweight passengers must request the service at the time of ticket purchase at the Call Centre and at Canaryfly's airport sales offices.

Normal luggage handling may result in dents, scratches, stains or broken handles or wheels. Canaryfly is not responsible for them.

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

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

2. At that very moment, you must formalise a written irregularity report (WIR) which is an essential requirement to record the incident and be processed by the company.

3. Customer Service will contact you as soon as possible.

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

For further information, please see the General Conditions.

If the Passenger has not opened the WIR, it will be presumed, unless proven otherwise, that the luggage has been delivered in good condition.

In the absence of a WIR all actions against the carrier are inadmissible.

For further information, please see the General Conditions.

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

For further information, please see the General Conditions.

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

For further information, please see the General Conditions.

Documentation

Documentation for national Canary Island residents:

- Children over 14:

• National ID or passport not necessarily current; or

• Driving license issued in Spain.

- Children over 14 are exempt,the person with whom they make the trip being responsible for them.

Subsidy:

If Canary Island residence is not verified, passengers must prove their status as a Canary Island resident when checking in and/or boarding with:

Certificate of Residence for Travel*, issued by the City Council where they reside.

Valid national ID card or passport.

*Only valid for passengers who have a National ID card with permanent residence, not temporary.

Minors under 14 who do not have a National ID only need to present the Certificate of Residence for Travel.

Check whether there is an error in entering your personal data. If there is, please contact Canaryfly on 928 01 85 00 to change your ticket. If you realise the error in the airport please go to the Canaryfly sales office.

What documentation is needed to prove current residence?

UE-Schengen residents must present the Certificate of Residence for Travel, issued by the City Council in the place where they reside, accompanied by a valid ID or Passport.Minors under 14 who do not have a National ID only need to present the Certificate of Residence for Travel issued by their City Council.

Family members of third-country nationals who are beneficiaries of the right of residence or of the right of permanent residence and Spanish citizens of third-country residents who are long-term residents. They must present the Certificate of Residence for Travel, issued by the City Council in the place where they reside, accompanied by the residence card of a family member of an EU citizen or the long-term residence card with photograph. If the residence card does not have a photograph, passengers must present an additional document proving their identity.

Ministerial representatives and senators must present their credential from the corresponding chamber and National ID.

For further information, please see Royal Decree 1340/2007, 11 October, which modifies Royal Decree (CE) 1316/2001.

Spanish citizens:

- Children over 14:

• National ID or passport not necessarily current; or

• Driving license issued in Spain.

- Children over 14 are exempt, the person with whom they make the trip being responsible for them.

EU/Schengen citizens

The documentation required is:

• Passport or valid identity document not necessarily in force; or

• A valid Spanish residence permit or one from the Schengen States; or

• Driving license issued in Spain.

Non-EU citizens

The documentation required is:

• Passport or valid travel document; or

• A valid Spanish residence permit or one from the Schengen states, with photograph; or

• Driving license issued in Spain.

Before boarding, you must present theoriginal or a certified copy of the Large Family Member certificate that accredits the family as such, issued by the Regional Community in which the family resides.

The discount applied will be based on the type of Large Family:

General Large Family (Type I): 5% discount on the fare amount.

Special Large Family (Type II): 10% discount on the fare amount.

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

For further information, please see Order FOM/3837/2006, 28 November, RD 1621/2005, 30 December, and its successive reforms.

If documentation is lost or stolen, the record lodged with the state security forces and bodies is not considered valid proof of the passenger's identity, therefore he or she may not fly with Canaryfly.

Young person. Under 30 years of age on the flight departure date.

University student. With valid university Card or registration within the current year.

Sports people. With a valid sports federation card or document proving membership in the federation.

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

This special Fare is available in the following sales channels:

Call Center (928.01.85.00).

Sales Office at the Airport.

Travel Agencies.

Boarding Pass and Online Check-in

  • Check-in online using Canaryfly's website or App, activated from 72 hours prior to the flight, even if you have luggage to check in. In this way, your boarding pass will be on your mobile device and when you arrive at the airport, you can hand over all your luggage at the check-in counter, free of charge, including hand luggage, to avoid handling packages on board. You can check-in here.

Check-in service on Canaryfly's website or App. From 72 hours and up to 30 minutes before the flight departure.

Canaryfly check-in counters. Two hours before and closing 30 minutes before the flight departure

Please note:

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

• Check that you have the necessary documentation and that your identity corresponds to that of your boarding pass, otherwise Canaryfly may deny your travel.

• For peace of mind.

• YSave time by avoiding long queues at the airport.

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

Yes, when you check-in through:

The website,, you will receive an email with the boarding pass in the format:

• PDF

• bidi code

• PassBook/PassWallet.

The App, your boarding pass will appear directly in the application.

Of course. If you have completed the Check-in and need to check luggage in, go to the company's check-in counters, always before 30 minutes prior to the flight departure.

Yes, contact Canaryfly on 928 01 85 00 to make the changes.

If you realise the errorat the airport please go to the Canaryfly sales office.

Special needs

Each person has unique needs. It is therefore very important that you notify Canaryfly as far in advance as possible indicating the type of need so that staff can help you.

• Passengers travelling in a wheelchair

• Passengers with vision and/or hearing difficulties

• Passengers with limbs in plaster

• Passengers with intellectual disabilities

• Passengers who need to travel on a stretcher

• Passengers who need to travel with oxygen on board

• Passengers who depend on a guide or emotional support dog

In order to travel unaccompanied, passengers with special needs must be able to:

• Fasten and unfasten their seat belt.

• Put the life jacket on without assistance.

• Put the oxygen mask on without assistance.

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

It must be requested at least 48 hours in advance, except if you need to travel on a stretcher, which must be requested at least 72 hours prior to the flight departure, through:

• Call Centre

•Canaryfly Sales Offices at airports.

• Your travel agency

To find out the steps to follow if you need to travel on a stretcher, click here.

It is recommend to always arrive at the airport two hours before the flight departs. It is recommend that you contact the airport a few days before to set a time for the meeting. If you have not done so, there are usually specifically designated areas at airports where you can directly contact the assistance staff who will guide you throughout the process.

You can also go directly to the Canaryfly check-in counters, where staff will notify the assistance service 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 aircraft.

Canaryfly establishes a minimum of 72 hours prior notice to request the stretcher service through:

• Call Centre

• Canaryfly Sales Offices at airports.

• Your travel agency

The presence of a companion accompanying passengers who request the service is essential. This person must carry out the check-in procedures and inform the assistance staff of the presence of the passenger on a stretcher. Therefore, a total of seven seats must be purchased:

• six will be occupied by the stretcher

• one for your companion

On the day of the flight, you will need to arrive at the airport at least two hours before the flight departure. Once there, your companion must contact the assistance staff. Don't forget to provide the relevant medical authorisation.

Before flying, since the cast was put on the passenger, since the cabin pressurisation can cause higher than normal swelling, which can deform the cast.

Seats that must be booked depending on your condition:

Passenger in a cast from the waist up. You will only need one seat to travel.

Passenger in a cast from the waist down.You will need to book two seats to travel.

Yes, the guide dog is considered a valid companion for blind and/or physically disabled people travelling alone. Transporting a guide dog or emotional support dog is a totally free service, and the animal may travel in the cabin or in the cargo hold at the Passenger's choice.

It must be requested at least 48 hours before the flight departure through:

• Call Centre

• Canaryfly Sales Offices at airports.

• Your Travel agency

Medical supplies or vital medicines that passengers must carry with them as hand luggage must comply with the regulatory measures for hand luggage and be accompanied by the corresponding medical documentation or medical certificate that proves this need. It is also advisable to accompany it with the original packaging.

Passengers travelling with controlled substances and/or injectable substances are advised to carry a doctor's letter/prescription confirming the details of the substances and their intended uses, as this may be required by Security Personnel at the airport.

Yes, taking the following indications into account:

Up until week 32 (inclusive). You can travel without having to provide any medical certificate.

From week 33 or if you have a pregnancy at risk. You must provide a medical certificate proving your fitness to travel and a signed Disclaimer.

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

Yes, as long as at least one of the babies is over 18 months of age.

The younger baby must be seated on top of the adult and the second baby((over 18 months old)) will occupy a seat attached to the adult using, if necessary, a child restraint system, special chairs, etc.

You must travel with the family book and the valid residence certificate for travel, issued by the corresponding city council.

Cribs, seats and prams must be checked in for transport in the aircraft cargo hold. It is recommend that you ask at the check-in counter to take the pram to the foot of the stairs on the runway and the coordination staff will pick it up before boarding.

You can also bring a baby layette for free.

For further information on how to transport prams click here.

The person is considered a child from two years (inclusive) to 11 years (inclusive) on the flight date. They may not travel in emergency exit seats.

Children 2 to 4 years old (inclusive). May not travel alone or with the Unaccompanied Minors Service (UM).

Children 5 to 11 years old (inclusive). In order to travel alone, it is mandatory to contract Canaryfly's Unaccompanied Minors Service (UM) through the Call Centre or at the sales office at the airport.

Children over 12. Can travel alone, although the Unaccompanied Minors Service (UM). can be contracted.

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

The adult person who brings the child to the airport must present them to Canaryfly check-in staff, previously completing and signing the corresponding document.

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

The adult responsible for the minor must take into account that:

1. The minor must be accompanied to the departure airport and arrive at least two hours before the flight departure in order to complete the Liability Disclaimer document, providing their information, as well as the information of the person who will receive the minor upon arrival.

2. The minor's documentation must be presented when checking in, and must include:

- Ticket with confirmed booking for the entire trip.

- Duly completed disclaimer, with the contact details of the person(s) who will receive the minor.

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

- Authorisation of the father/mother/guardian, together with a photocopy of the ID of the person authorising, to be collected by Canaryfly staff at the airport (only when the person delivering the minor is not the father/mother/guardian).

3. The person responsible for the minor should not leave the airport until the aircraft takes off.

4. Canaryfly staff will take care of the minor from the moment the flight boarding begins, in the Passenger Terminal, with the documentation and check-in completed, accompanying the child to the aircraft and delivering him or her to the flight crew, who will accommodate the child on board conveniently, in a designated seat, to be under staff custody and attention.

5. Canaryfly staff will receive the child upon arrival, handing him or her over to the person(s) authorised in the Liability Disclaimer Document at the airport Passenger Terminal. This authorised person(s) must prove their identity by presenting their National ID/Passport.

6. The adult of legal age who is responsible for the minor upon arrival at the airport must identify him or herself to Canaryfly personnel in order to pick up the minor, proving his or her identity and sign the liability disclaimer document.

Yes, Canaryfly accepts transporting certain pets in:

The cabin (PETC).Up to 8 kg including the animal and the carrier, which must have maximum dimensions of 45x35x25 cm.

Animal Vivant in Hold (AVIH).A pet over 8 kg is considered AVIH and must travel in the cargo hold. An AVIH carrier must be approved and be rigid and waterproof.

The transport in the cabin (PETC) of all animals that due to their special characteristics (bad odour, health status, hygiene or aggressive behaviour) may inconvenience other passengers will be refused.

Transporting an animal must be authorised by the company. Therefore, it must be requested through the Call Centre or at the sales office at the airport before the flight departs. However, you are advised to book a place for the pet as soon as possible, since there are limitations on the flight acceptance and the corresponding procedures must be carried out.

At the airport you must:

• Provide the vaccination card with a current anti-rabies vaccine. If the animal is younger than three months old, a veterinary certificate for the animal is equally valid.

• Complete a Disclaimer.

• Pay the corresponding amount.

Canaryfly transports certain pets such as:

• Dogs*,

• Cats*,

• Ferrets,

• Invertebrates (except bees and crustaceans),

• Decorative tropical fish,

• Amphibians,

• Reptiles,

• Birds (all species except poultry),

• Mammals (such as domestic rodents and rabbits).

You are advised to contact the company, through the Call Centre or at the sales office at the airport, to book your pet's place as soon as possible since there are limitations on its acceptance on the flight.

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

No, it is absolutely forbidden to remove the animals from the carrier.

Yes, there is a cost when your animal is transported in:

The cabin (PETC). €10/each way.

Cargo hold (AVIH). €25/each way.

• The animal must be transported in adequate hygienic conditions.

• The carrier must be in good condition. Passengers must ensure that the lock is in optimum condition to prevent the animal from leaving.

• Food or drink containers must 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 the seat. It is prohibited to transport it on the seat next to the Passenger or on the legs.

• If the animal is transported in the cabin, passengers must take care of it at all times, being responsible for any problems it may cause.

• If your dog weighs more than 20 kg or belongs to potentially dangerous animal breeds, it must wear a muzzle.

Yes, several small animals can fit inside each carrier 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 two per container will be admitted, from 8 weeks to 6 months of age, with a comparable size between the animals, as long as it does not exceed the overall weight allowed (8 kg).

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

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

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

Dogs: Boston Terrier. French Bulldog, Boxer, Lhasa Apso, Brussels Griffon (Little Brabanzon), Japanese Chin (Chin, Japanese Spaniel, Japanese Pug), Bullmastiff, Pekingese, Bull Terrier, Pug, Shar Pei, Chow Chow, Shih Tzu, Dutch Pug (Mopshond, Mops Hund, Carlino), Staffordshire Bull Terrier, English Bulldog, Mastiff/Neapolitan Mastiff, English Toy Spaniel (King Charles Spaniel), Dogue de Bordeaux.

Cats: Burmese, Exotic, Himalayan, Persian

There are different disclaimer documents that passengers must carry when presenting at the airport, depending on their condition in transport.

Check whether you require medical assistance or if your condition falls within these categories as a medical case:

M1. Passengers who require extra oxygen or other medical equipment or other facilities on board. Medical justification certificate will be shown, and notification to the operator at least 24 hours in advance. Canaryfly accepts those passenger's own bottles which are duly certified and approved for use on board. Excluded from these cases are passengers who use oxygen devices other than oxygen cylinders (for example, respirators for sleep apnea) and passengers who do not use this type of assistance during transportation. Passengers who, once boarded and with doors open, manifest the possibility of requiring oxygen on board, will be informed that the O2 cylinders installed on the aircraft are intended for emergency situations in flight.

M2. Passengers who need to travel on a stretcher. See section "People with reduced mobility (PRM)" question 5..

M3. Premature babies. For the health of the baby, the transportation of babies less than 10 days old is not recommended; In the particular case of our company, no baby under 7 days old will be transported by commercial air transport.

M4. Pregnant women, if the gestational stage exceeds 32 weeks at the time of the flight or problematic pregnancies. See section "Pregnant women and baby transport.".

M5. Passengers from 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 in the opinion of the authorised doctors, because it is not foreseeable that the transport may be a cause of aggravation or death.

Documentation to provide:

• If you are a medical case on board (passengers whose state of health is questionable for reasons of risk to themselves and risk to others) you will require prior authorisation from the company as indicated in this section.

• Submit the completed MEDIF

• In the case of sick passengers who are not medical cases (explained above) and who can fly by medical prescription, the completed INCAD form (Incapacitated Passenger Handling Advice) form

• Passengers who travel frequently with an established medical condition and who have previously requested an initial medical authorisation, may use a FREMEC (Frequent Traveller Medical Card).

About us

Canaryfly History

Canaryfly plays an important role in the lives of thousands of people who fly with the company every month, offering the best prices for inter-island transport, which fosters and supports the development of the islands. This is the company's mission and what drives it to improve every day.

It all began in 2008, when Canaryfly was created to connect the Canary Islands with the African continent. Although it wasn't until 2012, when Canaryfly decided to embark on a new venture focusing on inter-island routes, making its first regular flight between the islands in May, linking Gran Canaria and Lanzarote.

Four years later, the airline ended 2016 having increased the routes as well as the number of seats offered by more than 30%, thereby consolidating the Canary Islands airline market.

As a result of a concerted effort, in 2017, Canaryfly was awarded the prestigious ISO 9001 Quality Management System certification and the ISO 14001 Environmental Certification, in the Environmental Management System.

But... What does this mean?

Firstly, the ISO 9001 Quality Management Certificate that covers all processes related to flight organisation and management on the ground and in the air; including check-in, scheduling, planning and execution. ISO 9001 also accredits airline employees' experience, education and training.

Subsequently, the certification based on the requirements of the ISO 14001 standard recognised Canaryfly's commitment to optimising and managing resources, reducing the impact related to its activity and implementing other criteria to strengthen its commitment to protecting the environment.

The following year, Canaryfly was recognised for its excellence, this time in relation to occupational health and safety, obtaining OHSAS 18001 certification.

In 2019, it expanded the frequencies and routes between islands, and started to operate regular flights with the island of El Hierro.

In 2022, Canaryfly continued to grow and incorporated its fifth ATR in October, specifically strengthening its roots with Lanzarote.

2023 is the year in which it updates its brand identity, renewing its logo to incorporate an eighth point: the island of La Graciosa. It also takes a step forward in improving communications throughout the archipelago with the eighth island by incorporating this destination into its flight offer. ISO 9001 and ISO 14001 certification Plane ATR 72

Our company is made up by a dynamic, young and above all, highly professional team. We strive continuously to offer you a quality, friendly and personalised service.

The Canaryfly staff is a reliable contributor, committed, efficient and trustworthy. The company likes to look after individuals in order for them to feel integrated within a team, of which they feel a part.

Would you like to join the Canaryfly team?

Send us your CV

(PDF - Max. 500Kb)

The Canaryfly fleet is made up exclusively of ATR72 turboprop aircraft, considered as the best aircraft for short regional routes and therefore, ideal for transporting passengers between the Canary Islands, which are also comfortable aircraft as well as efficient in terms of the environment.

ATRs have been the best-selling aircraft with fewer than 90 seats in the world since 2005.

An ATR aircraft takes off or lands somewhere in the world every eight seconds.

Avión ATR 72

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Contract Conditions

1.- For the purpose of this agreement, “ticket” refers to “travel ticket and baggage stub”, which are a part of these “agreement conditions”, with the warnings: “contractual carrier” referring to all airline carriers that carry or are committed to transporting the passenger and luggage in virtue of this agreement, or who carry out any other service related to said airline operation: “actual carrier”, refers to all other carriers that carry out all part of the agreed travel with the contractual carrier and authorised by them: “e-ticket” refers to the Itinerary/Receipt issued by in name of the contractual carrier, the E-coupons and, where applicable a boarding pass.

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. Rights of People with Reduced Mobility are included in European Regulation (EC) 1107/2006, of July 2006, which aims to ensure that people with disabilities or reduced mobility have the same opportunities as the rest of the citizens to travel, and to do so, it is necessary to provide them with assistance, both at airports and on board of the aircraft, to meet the particular needs of each one.

3.- When not contradicting the above, all travel that takes place and any other services provided by each carrier will be subject to: 1) The provisions that appear on this ticket. 2) The applicable tariffs. 3) The carrier conditions set out by the carrier, and the connected regulations that are a part of this agreement, and which may be consulted at the carrier’s offices.

4.- The name of the carrier may be abbreviated on the ticket, as long as the full name and its abbreviation appear in the manuals, carrier conditions, regulations and carrier timetables.

The carrier management is that of the departure airport that appears on the ticket opposite the first abbreviation of the carrier name; the agreed connections of those points stated on this ticket, or which appear on the carrier timetables as programmed stops on the passenger itinerary; the journey to be made in virtue of this agreement with various successive carriers will be considered as a single operation.

5.- Within the regulatory rules, the carrier ticket may be issued, either directly by the company itself or via a third party agent.

6.- Any exclusion or carrier liability limitation that is applicable in accordance with current regulations will be applied and will benefit the agents, employees and representatives, including those who operate aircraft for the company, and to employee agents and representatives of those who carry out their related functions.

7.- Checked baggage will be given to the holder of the baggage stub. In the case of damage to baggage, a written claim must be submitted to the carrier immediately after discovering the damage, or at the latest within 7 days after the baggage is handed over; in the case of any delay, the claim must be submitted within the 21 days following baggage handover.

8.- This ticket is valid for travel for one year, as of the issue date, unless otherwise specified on the ticket, in the carrier tariff manuals, under the travel conditions or applicable regulations. The ticket* price for travel in virtue of this agreement is subject to change prior to starting the journey, without affecting the option of unilateral rescission by the user. The carrier may refuse travel if the applicable tariff has not been paid.

*The fuel cost, duties and applicable taxes at the time of issue of the ticket may be subject to subsequent changes, which will involve change to the ticket price.

9.- The carrier is committed to make every effort possible to fly the passenger and their baggage as diligently as possible. Where necessary, the carrier may be replaced by other carriers, use other aircraft and change or remove connections that appear on the ticket. Timetables are subject to change. The carrier is not liable in relation to ensuring connections, apart from in cases where the carrier is responsible and those cases that are legal.

10.- The passenger should comply with regulatory requirements in relation to travelling and must submit the departure and entry documents as well as any other requirements, as well as arriving at the airport at the time stated by the carrier or, when no time is stated, in sufficient time to allow them to complete all the departure processes, and be at the stated boarding gate before the boarding cut-off time.

Should the passenger not be at the check in desk in sufficient time to allow them to complete the boarding documentation, as well as any other departure and security processes where applicable, or does not provide the relevant documentation for travel, the carrier may cancel their reservation. The flight departure shall not be delayed for those passengers who are late to check in (at the discretion of the carrier).

In this case the carrier shall not be liable for any damages incurred by the passenger who has not met the aforementioned requirements.

The time necessary to complete the check in, security, passport and any other processes required by the authorities may vary depending on each passenger and airport. If unsure, it is advised to check with the carrier beforehand, with their agents or the airport authorities.

11.- The airline will inform passengers via their sales channels regarding the identity of the airline operators when they are different from the current airline.

12.- In order to exercise rights related to this travel agreement, both parties submit to the jurisdiction of the Mercantile Tribunals and Courts where the airline company has its domicile, expressly waiving any other jurisdiction that may correspond to them.

Indemnities and Payment in the case of passenger death or injury

There is no economic limit in relation to liability for passenger injury or death. For damages up to 113,100 DEG (Special Drawing Right in Spanish*), the airline may not dispute indemnity claims. Above this amount, the airline may only contest the claim where they can prove there was neither negligence or misconduct of any kind by them. In the case of passenger death or injury, the airline must make, within a period of 15 days from the passenger identification who has a right to indemnity, a payment to cover any immediate economic needs. In the case of death, this payment may not be below 16,000 DEG (*).

Liability of airline with who the service is agreed and of the company charged with providing said service

If the flight airline is not the same as the contracting airline, the passenger may make a complaint or claim to either company. If the ticket contains the name or airline code, this will be the contracting airline.

Claim Deadlines

All claims put before a court should be submitted within two years after the flight’s arrival, or the day upon which the flight should have arrived.

Delays, cancellations and denied boarding

Where the passenger is affected due to denial of boarding or flight cancellation, as well as in cases where there is a long delay, the assistance and compensation rights as established in articles 7, 8 and 9 of (EC) Regulation 261/2004 of the European Parliament and Council of 11 February 2004 will be applicable, and under the included terms, respectively in articles 4, 5 and 6 of said Regulation for each of these cases. Similarly, and in the cases of a flight delay, where applicable the Montreal Convention of 28 May 1999 will be applicable, with the requirements and demands set out in relation (article 19), with a maximum liability for the carrier in relation to the delay of 5346 DEG (*) per passenger.

Delay, destruction, damage or loss of baggage.

In the case of delayed baggage, the airline is liable for any damage unless they have taken all reasonable measures to prevent said damage, or they have been unable to take said measures. Liability in the case of delayed baggage is limited to 1288 DEG (*). The airline is responsible in the case of destruction, loss or damage to baggage up to 1288 DEG (*). In respect to checked baggage, the airline is liable even when they are not to blame, unless said baggage was already damaged. The carrier may limit their liability when the baggage contains fragile, valuable or perishable articles, and which during handling suffers normal and inevitable wear and tear. When informing at the airline check-in, immediately prior to leaving the arrival area (or should they not have a presence at the airport to their handling agent or representative), at the airport itself. If the damaged baggage is checked baggage, the passenger will advise in writing within 7 days, and in the case of delay, within 21 days, in both cases as of the day on which the baggage was made available to the passenger. For certain types of articles, passengers may request a higher liability amount, making a special declaration when checking the baggage, and paying a supplement. The airlines conditions and tariffs in relation may also be checked

Hand luggage

As hand luggage the passenger is allowed one item with dimensions (height + width + length), which does not exceed 45x35x25 and whose total weight does not exceed 6 kg. More restrictive measures may be applied due to capacity limitations. (EC) Regulation 1546/2006, sets out new safety measures at European airports and regulates the transport of liquids.

(*) The equivalence of the Special Drawing Right (DEG) is set by the International Monetary Fund and is updated daily. Currently 1 Euro is equivalent to 0.85 DEG. The amounts that appear in this document are those set out by international agreements and other applicable regulations on 30 December 2009, which are subject to possible variations to the aforementioned agreements and regulations.

WARNING FOR PASSENGERS DENIED BOARDING DUE TO OVERBOOKING

(EC) Regulation 261/2004 of 11 February 2004, sets out common rules regarding compensation and passenger assistance in the case of denied boarding and cancellation or long delays to flights.

Furthermore, the airline will provide each passenger who has been denied boarding a document which sets out the denied boarding compensation rules.

DENIAL OF AND LIMITATION TO TRAVEL

The right to deny boarding.

For security reasons, the carrier will deny boarding to any passenger or their baggage in accordance with the exercising of reasonable discretion if they determine that:

  • Said denial is necessary in order to comply with laws, regulations or orders of any country or territory where the passenger is to travel, or from where they board, or where they travel through; or
  • The conduct, age, physical or mental state of the passenger is such that they require special care by the carrier, of which they are unable to ensure; or
  • They bother or hinder other passengers; or
  • They are a danger or risk to themselves or other individuals or property; or
  • That said action is necessary as a consequence of the passenger refusing to follow the carrier’s instructions; or
  • The passenger refuses to follow safety instructions; or
  • The prices of the ticket or taxes or other amounts have not been paid, or which meet the agreements under the credit terms between the carrier and the passenger; or
  • The passenger does not have travel documents; or
  • It appears that the passenger is attempting to enter a country where they have a connecting flight; or
  • The passenger destroys their travel documents during the flight; or
  • The passenger refuses when required by the cabin crew to submit their travel documents when given a receipt; or
  • The ticket...
    • Has been obtained illegally or bought from a company that is not the carrier or authorised agents; or
    • Has been reported as lost or stolen; or
    • Is a counterfeit ticket; or
    • Any of the physical or electronic tickets have been altered by anybody who is not the carrier or their authorised agents, or where a ticket has been damaged and where the carrier reserves the right to retain the physical ticket; or
    • Where it cannot be proven that the person who submits the ticket is the titleholder of said ticket.

PEOPLE WITH REDUCED MOBILITY PMR OR FUNCTIONAL DIVERSITY

According to CE 1107/2006, “People with a disability” or “people with reduced mobility (PMR)” are those people whose mobility to use transportation is reduced due to physical disability (sensory or locomotor, permanent or temporary), disability or intellectual impairment, or any other cause of disability, or due to age, and whose situation requires adequate attention and adaptation to their particular service needs of those available to the rest of the passengers.

Generally, PMR is considered as a passenger who needs assistance from another person to exit the aircraft with adequate speed in case of an emergency evacuation. This also includes passengers who have serious difficulties receiving or understanding emergency instructions.

Only for informative purposes, we recommend that in order to have the required assistance guaranteed, we inform you that it is an essential requirement to notify your special need to Canaryfly and additionally to the airport operator at least 48 hours before flight departure, excepting for stretcher service, which must be notified a minimum of 72 hours before to request the stretcher service.

EXCEPTIONS, SPECIAL CONDITIONS AND INFORMATION

According to Regulation 1107/2006, airlines, their agents or tour operators may not refuse for reasons of disability or reduced mobility to accept a reservation from a person with a disability or reduced mobility or deny its boarding.

However, there are some exceptions, and airlines may unfortunately deny boarding acceptance to a PMR only in the following cases:

  • For safety reasons established by international, community or national legislation. For this reason, in addition, airlines, their agents or tour operators may require the PMR, at the time of making the reservation, to be accompanied by another person capable of providing the necessary assistance. Airlines are not obliged to offer free ticket to the accompanying person.
  • If aircraft´s dimensions or its doors make it physically impossible for boarding or transportation of the person with reduced mobility.

Furthermore, if the special request is not accepted for the reasons indicated, Canaryfly will make all reasonable efforts to propose an acceptable alternative to the passenger. And if, even though the reservation has been accepted, boarding is denied for such reasons, you will be offered a refund of the ticket.

Canaryfly makes available to the public the PMRs safety applicable legislation and any restrictions relating to their transportation or the transportation of mobility equipment due to the dimensions of the aircraft. The passenger has no additional charge for the assistance provided by the company or the airport.

ON-BOARD CONDUCT

If a passenger's on-board conduct is a danger to the aircraft or any other individual or their belongings, or if said passenger obstructs the cabin crew’s tasks or refuses to follow their instructions, or where their behaviour creates conflict with other passengers, the carrier may take any measures necessary in order for said passenger to cease behaving in such a manner, including immobilising the passenger concerned.

Once on board, passengers may not operate radio devices, electronic games or transmission related devices, including remote-control games, walkie-talkies or mobile telephones (which will be switched off during the entirety of the flight). Passengers will not be able to operate any other type of electronic device on board without permission from the carrier. The exception to this rule is applied to portable recording devices, hearing aids or pacemakers, which may be used.

General Information

Passengers will always act in accordance with the laws, regulations, orders or requests from destination, departure and transit countries, in accordance with the carriers rules and instructions.

The carrier will not be liable for any help or information given to the passenger in order to obtain documents, or to comply with the laws, regulations, orders, requests and requirements given to passengers by any of the carrier’s or agent’s staff, either written or by any other means, or for any consequences related to a failure to obtain said documents, or which do not comply with the aforementioned laws, regulations, orders, requests, requirements, rules or instructions.

Travel documents

The passenger will submit all entry, exit, health care or any other document as required by the laws, regulations, orders, requests or requirements of the related countries, and will allow the carrier to make and retain copies of them. The carrier reserves the right to refuse travel to any passenger who fails to comply with the laws, regulations, orders, requests or requirements, or where any document fails to be valid, or who do not allow the carrier to make and retain copies of said documents.

Denied Entry

The passenger will be required to pay any amount applicable when the carrier, when ordered by the corresponding authority to return the passenger to their departure location, or to any other location, when said passenger is not allowed to enter the country concerned, either for a connecting flight or the final destination. The carrier will not refund the price paid to the passenger for travel to the place they are denied entry to or deported from.

Passenger liability for payment of fines, detention costs etc.

If the carrier is required to pay a fine or sanction, or is required to pay a deposit or incur any costs as a consequence of a passenger failing to comply with the laws, regulations, orders, requests or requirements to travel to any of the countries concerned, or for the failure of the passenger to submit any necessary documents, said passenger will be required to pay the amounts incurred, deposited or any other costs that are incurred. The carrier may use all funds or payments made by the passenger for unused travel, or any amount that the passenger may have at the time.

WARNING TO PASSENGERS REGARDING GOVERNMENT TAXES AND DUTIES

The price of this ticket may include taxes and duties that have been set out in relation to air travel by government authorities. These taxes and duties, which may make up a significant portion of the flight costs, will be shown in the “TAXES” section of the ticket. The passenger may also be required to pay any duties or fees that have not been previously charged.

WARNING REGARDING CANCELLATION OF SEATS

When a seat is properly reserved, and due to any circumstance cannot be used, we ask you to cancel. This will enable travel for another passenger, and will also involve a possible charge for failing to cancel your reservation on time.

HAZARDOUS ARTICLES IN BAGGAGE

For security reasons, a passenger’s baggage may not contain hazardous items such as:

  • Compressed gas (highly refrigerated, inflammable, non-flammable, poisonous), such as butane, oxygen, liquid nitrogen, compressed air bottles for diving.
  • Corrosive: acids, alkaline, mercury and wet cell batteries.
  • Explosives: munitions, fireworks and flares.
  • Flammable liquids and solids: consumables, matches, paint, solvents and lighters.
  • radioactive materials.
  • Briefcases or wallets with alarm systems.
  • Oxidant materials: such as calcium chloride and peroxide.
  • Poisonous and infectious substances: such as insecticides, herbicides and live viruses.
  • Other hazardous articles: magnetised, unpleasant or irritable materials.

Medicines and toiletries necessary for travel may be taken in limited quantities, such as hair atomisers, perfumes or medicines that contain alcohol. Many of the aforementioned articles may be carried as MERCHANDISE, if they are packaged in accordance with specific regulations. Please request further information should you consider necessary. The airline may refuse travel with certain products if in relation to their size, shape, features or weight may not be considered as baggage.

SPECIAL ARTICLES

Certain special articles such as money, jewellery, precious metals, computers, personal electronic devices, negotiable documents, special value business documents, passports and ID documentation may not travel as checked baggage.

DELIVERY OR COLLECTION OF CHECKED BAGGAGE

Passengers should collect their checked baggage as soon as it is made available to them at the relevant points and locations. Should the passenger fail to collect their baggage within a reasonable amount of time, the carrier may impose a storage cost. Should the passenger fail to collect their baggage in a period of 3 months after it is made available to them, the carrier will have the right to retain said baggage with no liability in relation to the passenger, should they claim it after said date.

CUT-OFF TIME FOR FLIGHT ACCEPTANCE

The flight acceptance cut-off time is the minimum time prior to the official scheduled flight departure time, stated on the ticket, in which the passenger should have been admitted to the flight with their baggage having been checked, being in possession of the boarding pass and being ready at the boarding gate. Once the cut-off time has been exceeded, access to the flight will be denied.

The carrier will not be liable for denied boarding when the passenger attempts to board after said cut-off time.

THE MINIMUM ACCEPTANCE TIME OF PASSENGERS FOR THE FLIGHT IN RELATION TO ALL CANARYFLY SERVICES IS 30 MINUTES.Should any of these flights not be a CANARYFLY flight, or when the passenger is travelling from an airport outside Spanish territory, please request the cut-off time from the ticket issuer at the departure airport.

When arriving at connecting flight points, we request that passengers check the connecting flight or return flight reservations, and inform the carrier of your temporary address or contact telephone number in order to be advised of any information that may be of interest to you.

ALL CANARYFLY FLIGHTS ARE NON-SMOKING.

In accordance with the provisions of section Q) of article 7 of Law 28/2005, of 26 December, in the draft that appears in section seven of the single article of Law 42/2010, of 30 December, smoking on board any flight with departure and destination within national territory, and on all Spanish airline flights is forbidden, including those shared with flights from other companies.

AMENDMENTS TO THE AGREEMENT

No agent, employee, administrator or representative of CANARYFLY has the authority to alter or amend any of the Agreement Conditions contained herein, or of the CANARYFLY regulations, nor may they renounce them.

PREVAILING VERSION

These Agreement Conditions were originally written in Spanish and maybe provided translated into other languages. In the case of any conflict amongst said versions and with the original being in Spanish, said Spanish version will prevail.

FINAL PROVISION

Without affecting the above conditions of this agreement, in accordance with the provisions of sections 1 and 2 of article 6 of (EC) Regulation 2027/97, of 9 October 1997, amended by section 10 of article 1 of (EC) Regulation 89/2002, of 30 May 2002, the corresponding Annex in relation to the EC Regulation is attached to this agreement.

ANNEX

Responsibility of airlines in relation to passengers and their baggage.

This information summarises the rules related to liability matters applied by EU companies in accordance with EU legislation and the Montreal Convention.

Indemnity in the case of death or injury.

There is no economic limit in relation to liability for passenger injury or death. For damages up to 128,821 DEG (approximate amount in local currency), the airline may not dispute indemnity claims. Above this amount, the airline may only contest the claim where they can prove there was neither negligence or misconduct of any kind by them.

Payments. In the case of passenger death or injury, the airline must pay in a period of fifteen days as of the individual’s identification with a right to indemnity date, a payment to cover any immediate economic needs. In the case of death, this payment may not be below 16 000 DEG (approximate amount in local currency).

Delay of the passenger. In the case of delayed passengers, the airline is liable for any damage unless they have taken all reasonable measures to prevent said damage, or they have been unable to take said measures. Liability in the case of passenger delay is limited to 5346 DEG (approximate amount in local currency).

Baggage delays. In the case of delayed baggage, the airline is liable for any damage unless they have taken all reasonable measures to prevent said damage, or they have been unable to take said measures. Liability in the case of baggage delay is limited to 1288 DEG (approximate amount in local currency).

Destruction, loss or damage to baggage. The airline is liable in the case of destruction, loss or damage to baggage up to the amount of 1288 DEG (approximate amount in local currency). In respect of checked baggage, it is still liable even when not at fault, unless the baggage was already damaged. In relation to non-checked baggage, the airline is only liable for damage of which it is at fault.

Higher amount limits for baggage. Passengers may request a higher liability amount, making a special declaration when checking the baggage, and paying a supplement.

Baggage claims. If the checked baggage has been damaged, delayed, lost or destroyed, the passenger should inform the airline in writing as soon as is possible. If the damaged baggage is checked baggage, the passenger will advise in writing within seven days, and in the case of delay, within twenty-one days, in both cases as of the day on which the baggage was made available to the passenger.

Liability of airline with who the service is agreed and of the company charged with providing said service. If the flight airline is not the same as the contracting airline, the passenger may make a complaint or claim to either company. If the ticket contains the name or airline code, this will be the contracting airline.

Claim deadlines. All claims put before a court should be submitted within two years after the flight’s arrival, or the day upon which the flight should have arrived.

Basis for the information. The aforementioned rules are based on the Montreal Convention of 28 May 1999, implemented by the (EC) Regulation No. 2027/97 ( [amended by Regulation No. 89/2002] and by member states’ national legislation.

FLIGHT CANCELLATION

Dear Customer,

Canaryfly is very sorry that your flight has been 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 the inconvenience caused as far as possible, 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.

The air carrier in charge of a flight is not obliged to pay compensation to the passenger:

  • If it can be proved that the cancellation was due to extraordinary causes that could not have been avoided even if reasonable measures had been taken, particularly in cases of political instability, weather conditions incompatible with the performance of the flight, safety risks of which the company is not responsible, unexpected shortcomings in flight safety, strikes affecting the operations of an air carrier operating a flight 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.
  • The passenger has been informed of the cancellation at least two weeks prior to the programmed departure time.
  • The passenger has been informed of the cancellation between two weeks and 7 days in relation to the programmed departure time, and where they are offered alternative transport that allows them to depart within two hours in relation to the programmed departure time and arrive at their final destination within a 4 hour delay, in relation to the programmed arrival time.
  • The passenger has been informed of the cancellation at least 7 days prior in relation to the programmed departure time, and where they are offered another flight that allows them to depart within 1 hour in relation to the programmed departure time and arrive at their final destination within a two hour delay, in relation to the programmed arrival time.

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. Choosing between a refund or alternative transport in accordance with the following options:
      • A refund within a period of 7 days (in cash, via a bank transfer, cheque, travel vouchers or other agreed services) of the full cost of the ticket, at the price at which it was bought, corresponding to the part or parts of the journey not used, or of the entire journey if the flight is unsuitable in accordance with the original travel plans, along with where applicable, a return flight to the first departure point, as soon as is possible.
      • Travel to the final destination under similar conditions to those stipulated, as soon as is possible.
      • Travel to the final destination, under similar conditions to those stipulated, on a date suitable to you, subject to availability.
    2. In addition, and free of charge:
      • Sufficient food and drink in relation to the necessary waiting time, unless the flight departure is delayed further.
      • Two short telephone calls, telex or fax messages, or emails.

      Canaryfly will provide special care in relation to the needs of individuals with reduced mobility and their travel companions, as well as to the needs of unaccompanied minors.

    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 when a stopover of one or more nights is required.
      • Travel between the airport and the accommodation location.
  2. The right to compensation based on the distance between the airport of departure and the airport of arrival, consisting of:
    1. 1125 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.
    2. 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; 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.
    3. 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 travel class

    Should the passenger be on on a flight with a seat class that is inferior to that which corresponds to their ticket, the corresponding percentage will be refunded (in accordance with the table) in relation to the flight ticket in question within seven days:

    DistanceRefund
    a) Flights of up to 1.500 km30%
    b) EU flights of more than 1500 km* and flights between 1500 and 3500 km50%
    c) All other flights 75%


    **Except for flights between a member state and oversees French territories.

    The refund will be paid in cash, bank transfer, electronic bank transfer, cheque or when there is a prior signed agreement by the passenger, travel vouchers or other services.

    With this document we expect to comply with your right to information. Should you require, you may contact our customer service department.

    Furthermore, we inform you that the Official Body you may wish to contact is:

    Air Safety State Agency (AESA) Spanish - User Quality and Protection Division. Paseo de la Castellana 112, 28046 - Madrid - Tel: 91 396 82 10, or via their web page at: www.seguridadaerea.gob.es

    Useful links

    European Union - Passenger Rights

    FLIGHT DELAY

    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.

    The case of a flight departing 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,
    • Was 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:

    • A departure delay of two hours or more in the case of flights of up to 1500 km.
    • A departure delay of four hours or more in the case of flights not included above.

    Canaryfly provides free of charge:

    • Sufficient food and drink in relation to the necessary waiting time, unless the flight departure is delayed further.
    • Two short telephone calls, telex or fax messages, or emails.

    Canaryfly will provide special care in relation to the needs of individuals with reduced mobility and their travel companions, as well as to the needs of unaccompanied minors.

    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 judgement 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:

    • 2250 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.
    • EUR 600 for all flights not covered by the preceding paragraphs.

    When the expected departure time is at least one day after the previously announced departure time, and where an overnight stay of one or more nights is required, in addition to the above, Canaryfly will offer the passenger:

    • Hotel accommodation when a stopover of one or more nights is required.
    • Travel between the airport and the accommodation location (Hotel or other accommodation).

    The right to compensation due to delay is not included if it can be proved that the cancellation was due to extraordinary causes that could not have been avoided even if reasonable measures had been taken, particularly in cases of political instability, weather conditions incompatible with the performance of the flight, safety risks of which the company is not responsible, unexpected shortcomings in flight safety, strikes affecting the operations of an air carrier operating a flight 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.

    Should the passenger be on on a flight with a seat class that is inferior to that which corresponds to their ticket, the corresponding percentage will be refunded (in accordance with the table) in relation to the flight ticket in question within seven days:

    DistanceRefund
    a) Flights of up to 1500 km30%
    b) EU flights of more than 1500 km* and flights between 1500 and 3500 km50%
    c) All other flights75%


    *Except for flights between a member state and oversees French territories.

    The refund will be paid in cash, bank transfer, electronic bank transfer, cheque or when there is a prior signed agreement by the passenger, travel vouchers or other services.

    With this document we expect to comply with your right to information. Should you require, you may contact our customer service department.

    Furthermore, we inform you that the Official Body you may wish to contact is:

    Air Safety State Agency (AESA) Spanish - User Quality and Protection Division. Paseo de la Castellana 112, 28046 - Madrid - Tel: 91 396 82 10, or via their web page at: www.seguridadaerea.gob.es

    Useful links

    European Union - Passenger Rights

    DENIED BOARDING

    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 of which the company is not responsible, unexpected shortcomings in flight safety, strikes affecting the operations of an air carrier operating a flight 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,
    • TThey 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.
    • A refund within a period of 7 days (in cash, via a bank transfer, cheque, travel vouchers or other agreed services) of the full cost of the ticket, at the price at which it was bought, corresponding to the part or parts of the journey not used, or of the entire journey if the flight is unsuitable in accordance with the original travel plans, along with where applicable, a return flight to the first departure point, as soon as is possible.

    In addition, passengers will receive:

    • Sufficient food and drink in relation to the necessary waiting time, unless the flight departure is delayed further.
    • Two short telephone calls, telex or fax messages, or emails.
    • 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)

    Canaryfly will provide special care in relation to the needs of individuals with reduced mobility and their travel companions, as well as to the needs of unaccompanied minors.

    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 travel class

    Should the passenger be on on a flight with a seat class that is inferior to that which corresponds to their ticket, the corresponding percentage will be refunded (in accordance with the table) in relation to the flight ticket in question within seven days:

    DistanceRefund
    a) Flights of up to 1500 km30%
    b) EU flights of more than 1500 km* and flights between 1500 and 3500 km50%
    c) All other flights 75%


    **Except for flights between a member state and oversees French territories.

    The refund will be paid in cash, bank transfer, electronic bank transfer, cheque or when there is a prior signed agreement by the passenger, travel vouchers or other services.

    With this document we expect to comply with your right to information. Should you require, you may contact our customer service department.

    Furthermore, we inform you that the Official Body you may wish to contact is:

    Air Safety State Agency (AESA) Spanish - User Quality and Protection Division. Paseo de la Castellana 112, 28046 - Madrid - Tel: 91 396 82 10, or via their web page at: www.seguridadaerea.gob.es

    Useful links

    European Union - Passenger 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 - 21:00 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 - 22:00 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: 06:30 - 21:00 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: 06:00 - 21:00 hours


Aena Information

Schedule: 05:00 - 24:00 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 Completa Fares you can make any type of change (date, time, route, etc.). without penalty, as long as the fare is available at the same price as your original ticket. If it is not available and there is a higher fare, the difference must be paid.

There are two fares with different prices within the Completa Fares. As an example, for a Canary Island resident on the Gran Canaria – Fuerteventura route, there are the Completa Fare (€22.60) and Completa Plus Fare (€28.60).

With the Completa Fare, the change could be made to a higher fare.

With the Completa Plus Fare, a change to a higher fare is not allowed because the highest fare is being accessed.

You can make all the changes directly in the My Bookings section of Canaryfly's website and App, by calling the Call Centre, going to the sales office at the airport or at your travel agency.

Yes, with the Superprice and Reduced Fares you can request one change per trip in date and time. These changes are subject to the conditions of the Fare you have purchased:

Up to seven days before the flight departure. This change can only be made by paying €2 with the Reduced Fares.

Within seven days before the flight departure. This change can only be made by paying €5 with the Reduced Fares

Up to seven days before the flight departure. This change can only be made by paying €3 with the Superprice Fares.

Within seven days before the flight departure. This change can only be made by paying €7 with the Superprice Fares.

The corresponding amount is only payable as long as the fare is available at the same price as your original ticket. If it is not available, the difference must be paid.

With the Superprice and Reduced Fares, changes for higher fares can also be requested. These changes are subject to the conditions of the Fare you have purchased:

Up to seven days before the flight departure. This change can only be made with the Reduced Fares by paying only the difference in the fare price.

Within seven days before the flight departure. This change can only be made by paying €5 plus the difference in the fare price with the Reduced Fares.

Up to seven days before the flight departure. This change can only be made by paying €3 plus the difference in the fare price with the Superprice Fares.

Within seven days before the flight departure. This change can only be made by paying €7 plus the difference in the fare price with the Superprice Fares.

You can make these changes through:

• Call Centre 928 018 500.

• Canaryfly Sales Offices at airports.

• Your Travel Agency.

Promotional Rate is applied through our website, airport sales offices, Canaryfly call center at 928.01.85.00 and authorized travel agencies. This rate offers the most economical price; therefore, it does not allow: Changes in date, time or route, neither changes to higher rates.

If the passenger's name on the ticket does not match the identification presented, he/she may not be admitted for boarding. Therefore, if errors are detected in the name on your ticket, contact Canaryfly immediately, either by calling the Call Centre or going to the sales offices so that staff can find a solution for you as soon as possible.

All Fares allow you to take for free: One carry-on bag up to 10 kg and one checked bag up to 23 kg.

The Full Plus Fare, allows you to take for free: One carry-on bag up to 10 kg and one checked bag up to 30 kg.

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

Once the promotion period has ended, the changes included in the conditions ofthe fares purchased will be made based on the current prices at that time.

In other words, if a discounted fare is purchased and a change is desired after the promotional period, passengers must pay the applicable fare penalty, at the effective price at the time of making 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.

For example, a family of 4 consisting of 2 adults and 2 children under 11 years of age must make two separate purchases. A first purchase adult + one of the minors, and in the next purchase adult + another minor.

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

There are currently two payment methods through Canaryfly's website: bank card and Bizum.

The Bizum key is a 4-digit code with which you can make purchases in all businesses that have the Bizum button as a payment method.

You can obtain it in the App of your bank.

Yes, as with other payment methods, the return policy is the same.

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

If you have problems with Bizum, it is recommend that you choose the option to purchase with a bank card, so that you can make your purchase successfully.

News

Exchanges and refunds

Yes, below you can find an explanation of the following cases:

  • When the request is made after the ticket’s validity period has expired.
  • Tickets with connected tariffs, that have used only one journey, and requesting a refund for the onward journey that has not been used.
  • In the cases of: a stolen or counterfeit ticket, after having provided evidence.
  • If the ticket’s tariff states that it does not allow cancellations or refunds, or includes the observation “NON-REFUNDABLE”.
  • In accepted schedule changes and where the passenger has decided to not use their ticket, which is considered as a no-show by Canaryfly.
  • If the passenger has not been admitted by local authorities at the destination or at an intermediate point and, as a consequence has been returned to their departure point or any other point.

However, you may contact company for information regarding your refund via the following channels:

  • Canaryfly Sales Offices at airports
  • Our Call Centre on the following telephone number: 92 801 85 00.

If in virtue of (EU) Regulation No 261/2004 of the European Parliament and Council, of 11 February 2004, which sets out common rules regarding compensation and assistance for airline passengers in the case of denied boarding and cancellation or long delays of flights, the company will offer you the option of choosing between one of the following:

  1. A return of the cost of the ticket during the 7 subsequent days, of the full cost of the ticket at the price it was purchased, corresponding to the part or parts of the journey not used, and in relation to the part or parts of the journey used, if the flight is not appropriate in relation to your initial travel plan, along with, where applicable:
    • - A return flight to the first departure point soon as is possible.
  2. Alternative transport to your final destination as soon as is possible, and with comparable transport conditions.
  3. Transport to the final destination under comparable conditions at a later date that suits the passenger, according to available seats.

If the delay is five hours or more, and you decide to not travel, in virtue of (EU) Regulation No 261/2004 of the European Parliament and Council, of 11 February 2004, which sets out common rules regarding compensation and assistance to airline passengers, in the case of denied boarding and cancellation or long delays of flights, you will have the right to a refund within seven days of the full cost of the ticket at the price it was purchased, corresponding to the part of the journey not used, and to the part of the journey used if the flight is no longer suitable.

Where applicable, in addition, a return flight to the first departure point soon as is possible.

No, the issue costs may only be refunded when the reason for the refund is related to an issue of which the company is not at fault.

Yes, but only to the difference paid in relation to the “Complete” tariff.

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