flynas FAQs

  • 1. I would like to make changes to my booking. How do I do this?

    Visit flynas.com and click on ‘Manage my Booking’. After retrieving your booking, select from the options in the left column. The changes you make are subject to the fare rules and time limits of the fare you have booked and the terms and conditions of any additional services you have booked. Click here to view our fare rules.

  • 2. I would like to cancel my booking, how do I do this?

    The quickest way to cancel your booking is to visit flynas.com. Click on ‘Manage my Booking’ and after retrieving your booking, click on ‘cancel flight’, which appears at the top in left column. Please note a fee will be charged for cancellation and any remaining balance held in a credit shell for your future use. click here for our fare rules, cancellation fees and time limits for cancellations. Alternatively, you can call our Contact Center on 9200 01234 or visit one of our sales offices.

  • 3. When can I issue the boarding pass?

    We offer web check-in for flights from all KSA airports and Dubai. Web Check-in is open 48 hours before departure and closes 4 hours before departure. When checking in online you will have the option of receiving your boarding pass as a QR code on your smartphone and/or you can print a hard copy at home. If you are travelling with cabin baggage only you can avoid the queues and go straight to the boarding gate where our staff will verify your travel documents and ID. flynas check-in counters open three (3) hours prior to departure and close one hour (60 minutes) prior to departure. Guests travelling on large Group Bookings are requested to arrive at check-in at least 4 hours before their departure time so as not to delay the processing of their documentation and baggage.

  • 4. How can I reissue my boarding pass?

    You can manage all aspects of your booking, including issuing or re-issuing your boarding pass, by clicking on ‘Manage My Booking’ in flynas.com or the flynas mobile app.

  • 5. If I have my boarding pass when should I be in the airport?

    If you are travelling with cabin baggage only you can avoid the queues and go straight to the boarding gate. Please allow sufficient time for security processes as our gates close 15 minutes before the scheduled departure time.

  • 6. How can I edit my account details?

    Login to your account, click on “My Profile”, edit your information and click “Update”

  • 7. How much baggage can I take into the cabin? & How much baggage can I check-in?

    Each guest may carry 1 bag of max 7kg, maximum dimensions of 56(H)X36(W)X23(D)cm for no additional charge. If any cabin baggage is heavier or larger than the permitted weight/dimensions it must be checked in as hold baggage and relevant excess baggage charges must be paid. 

    Your hold baggage allowance will depend on the fare you have booked. Click here to learn more.

  • 8. How much will the extra luggage cost?

    You can save up to 50% on airport charges by pre-paying for hold baggage in excess of your allowance. These discounts are available on flynas.com, via our Contact Center and from our sales offices either when you make your booking or at any time up to 12 hours before your scheduled departure time. For more details on Excess Bagagge fees,click here.

  • 9. What is the free baggage allowance for infants?

    Infant passengers are entitled to take 10 kg of hold baggage. You may carry onboard a car seat if your little one has her/his own seat on the plane as long as it is an airline approved car seat.


    Note: car seat dimensions must not exceed 70cm x 39cm x 30cm. Weight: 7kg.

  • 10. How do I redeem my SMILE Points?

    You need to have a minimum balance of 2,000 SMILE Points in your naSmiles membership account before you can redeem. Simply login to your nasmiles account to check your account balance. Redeeming your SMILE Points is easy, simply visit flynas.com and proceed to search for your flights, when it is time to pay simply login to your naSmiles account using your membership number and password and if you meet the minimum balance of 2,000 your booking will be completed. Remember that that Fees, Taxes, Surcharges and any Government levies must be paid for by a Credit Card.

  • 1. How do I find out flynas fares and departure times?

    Visit flynas.com, select your preferred route and dates of travel, enter the number of adults, children and infants and click on “find flights”. You will be presented with the fare options available and departure/arrival times for your trip, if these are not suitable you can search for previous/next days by clicking on the date tabs at the top of the screen. Alternatively contact our Contact Center on 9200 01234 or visit one of our sales offices.

  • 2. Can I see the flynas schedule and timetable for all available flights?

    Yes. Our current flight schedule is always available here.

  • 3. How can I get the cheapest fare?

    Our cheapest fares are limited on each flight; therefore you need to book early for our lowest fares. We also offer regular promotions and special offers on our mobile app; click here to learn more and download.

  • 4. Can I choose my seat when I book my flight?

    Yes, you can choose your seat when you make your booking through flynas.com or the flynas mobile app anytime up to 4 hours before your departure time.

  • 5. How can I pay for my flynas flight?

    We are pleased to accept the following payment methods:

    • Flynas.com: Visa, MasterCard, American Express, SADAD, flynas Vouchers & flynas Credit Shell.
    • Contact Center: Visa, MasterCard, American Express, SADAD, flynas Vouchers & flynas Credit Shell.
    • Sales Offices: Visa, MasterCard, American Express, Cash & flynas Vouchers.
    • Airport Sales Desks: Visa, MasterCard, American Express, Cash & flynas Vouchers.

    Please note if you are making a change to your booking and a fee is due, payment may only be made by Visa, MasterCard, American Express or flynas vouchers if on flynas.com or by these methods plus flynas credit shell via our Contact Center.

  • 6. What is meant by the term Credit Shell?

    A credit shell is the balance remaining after deduction of any fees after making a cancellation to your booking. flynas credit shells are valid for 1 year and can be used as full or part payment towards a new booking, or to pay change fees in an existing booking, for either the named guest on the original booking or a member of their immediate family. To use your credit shell simply call our Contact Center on 9200 01234.

  • 7. Is my credit card and personal information safe when booking online?

    Absolutely, we take personal data security seriously and use secure servers to store our data. When you book using your credit card your details are masked in our system and cannot be accessed by our contact center or sales staff.

  • 8. What and where is the credit/debit card verification number?

    It is the 3-digit number on the back of your card.

  • 9. I have a promotion code; how can I use it?

    If you have a promotion code simply enter the code into the “promo code” box when searching for your flights, your discount will be automatically calculated and included in the fares displayed.

  • 10. Can my pet fly?

    No, pets are not allowed on flynas.

  • 11. What if I miss my flight?

    In order to offer the lowest prices our fares are non-refundable, if you don’t arrive in time for your flight your booking will be cancelled and no refund due. However, our fares are flexible and can be changed or cancelled before departure (fees may apply)

  • 12. Are meals included in the fare?

    We believe our guests are looking for the best deals and don’t wish to pay for options they may not personally select. Our fares don’t include any free meals or drinks, however we do offer a selection of sweets, drinks and snacks for purchase onboard plus you can pre-order from our selection of meals up to 24 hours before you fly.

  • 13. Does flynas offer any group discounts?

    The flynas group bookings service is available to travel agencies, companies and individuals.

    Book your group today by calling +966 920001234 or +966 114349000. Alternatively you can download and complete this form and send it to [email protected]

  • 14. Does flynas offer any additional services so I can create my own trip?

    Yes, we have partnered with travel companies around the region to offer flynas guests the best deals on car rental, hotels and airport lounge access.

  • 15. Can I go to the airport without having a booking?

    Yes, we have sales staff in all KSA airports and most international airports who can sell seats on flynas flights for immediate or future travel.

  • 16. What is included in my Business Fare?

    flynas Business fares offer flexibility to change or cancel your trip up to 4 hours before travel and a generous hold baggage allowance of 2 bags of 25kg each. In addition, they include the following benefits: Extra generous 48” seat pitch, soft leather seats, free onboard meal, free Executive Lounge access and free seat selection.

  • 17. What is included in my Economy fare?

    flynas Economy fares offer flexibility to change or cancel your trip up to 4 hours before travel and a hold baggage allowance of 1 bag of max 20kg. If you wish to check-in more baggage you can pre-book an additional bag up to 12 hours before departure and save up to 50% on airport fees.

  • 18. How can I find my nearest flynas sales office?

    Click here to find your nearest flynas sales office.

  • 1. How much baggage can I take into the cabin?

    Each guest may carry 1 bag of max 7kg, maximum dimensions of 56(H)X36(W)X23(D)cm for no additional charge. If any cabin baggage is heavier or larger than the permitted weight/dimensions it must be checked in as hold baggage and relevant excess baggage charges must be paid.

  • 2. How much baggage can I check-in?

    Your hold baggage allowance will depend on the fare you have booked..

  • 3. Can I check-in larger baggage, such as sports equipment?

    Non-standard/oversized items of baggage such as Golf Clubs and Skis may be accepted for carriage as Hold Baggage. If accepted, any item over our 158CM (H+W+D) will be subject to a handling fee of SAR100 per piece. We retain the right to refuse to carry as baggage any item due to its size, shape, weight, nature or character. We retain the right to refuse to accept Baggage for carriage if we reasonably believe that it is not properly and securely packed in suitable containers to ensure safe carriage with ordinary handling care.

  • 4. Are there any restrictions on what I can carry in my cabin baggage?

    Yes, for security reasons, certain restrictions have been introduced to limit the amount of liquids, aerosols and gels (LAG) that guests may include in their cabin baggage on international flights. LAG items such as drinks, creams, perfumes, sprays, gels and toothpaste must be in containers that have a maximum capacity of 100 ml/mg. All LAG containers should fit comfortably in a transparent re-sealable plastic bag and each guest is limited to only one transparent re-sealable plastic bag with a volume no greater than one liter and dimension no larger than 20 cm x 20 cm.

  • 5. Can I pack valuables in my hold baggage?

    flynas does not accept any responsibility for the secure carriage of any valuable items therefore we recommend you pack all valuables in your cabin baggage.

  • 6. Can I add extra baggage to my booking?

    Yes, you can save up to 50% on airport charges by pre-paying for hold baggage in excess of your allowance. These discounts are available on flynas.com, via our Contact Center and from our sales offices either when you make your booking or at any time up to 6 hours before your scheduled departure time.

  • 7. I forgot to add extra baggage when I booked, can I add it later?

    You can add extra baggage to your booking up to 4 hours before your scheduled departure time. The simplest way is to visit flynas.com, click on “Manage my Booking” and enter your flight details. You will see an option in the left menu to “Add/Remove Baggage”, select this option, add the number of bags you require and pay for your baggage using either Visa, Mastercard, American Express or a flynas Voucher.

  • 8. Will I be charged if I travel with more than my permitted baggage allowance?

    Yes, you will be charged for each additional bag and/or each additional kilo in weight over your allowance.

  • 9. I have purchased extra baggage but now do not need it, will I receive a refund?

    You can remove any extra baggage from your booking up to 12 hours before your scheduled departure time, either by using the “Manage my Booking” option on flynas.com or calling our Contact Center. The extra baggage will be deleted from your booking and the relevant fees will be placed in a credit shell for your future use.

  • 10. If I purchased extra baggage but when I checked-in I didn’t use the total weight/number of bags, will I receive a refund?

    No, you can receive a credit for unused extra baggage but only if this is amended on your booking at least 12 hours before your scheduled departure time.

  • 11. My baggage is delayed, damaged or missing, what should I do?

    If you arrive at your destination and your baggage is missing or damaged, you must contact our airport representative before leaving the baggage hall. You will be asked to complete a PIR (Passenger Irregularity Report), this is a standard form, used by all airlines around the world and without this we will be unable to trace your bag(s) or process any compensation. Our airport representative will give you a copy of the completed PIR and will advise you on next steps, if you have any questions please do not hesitate to contact our Customer Service Team on +966112611126 or by email [email protected]

  • 1. Do children pay full fare on flynas?

    No, we are pleased to offer a discount to children aged from 2 to 11 years (inclusive). The discounts vary depending on the fare and the route but can be up to 50% off our standard fares.

  • 2. Can my child fly on flynas without an adult?

    Sorry, we are unable to accept unaccompanied children on flynas. All children under the age of twelve years may travel only if they are accompanied by a person of fifteen years of age or over and who will take responsibility for the minor as their parent, legal guardian or companion..

  • 3. Is there a minimum age for infants to fly?

    The safety of our guests is our primary concern, therefore based on medical advice we are unable to accept infants who are less than 8 days old on flynas.

  • 4. Do I have to book a seat for my infant?

    If you are travelling with an infant aged under 2 years old they should be seated on your lap during the flight, you will be charged a small admin fee.

  • 5. May I take liquid baby food on board?

    Yes, however, our crew are not permitted to re-heat any food or liquids not purchased from flynas.

  • 6. How do I make arrangements for special needs and/or assistance?

    flynas wishes all guests a safe and healthy trip, however, some may need additional assistance or require medical confirmation that they are fit to fly. If you need to pre-book a wheelchair or have any questions regarding yourself or someone travelling with you, please call our Contact Center on 9200 01234 and they will assist with your booking.

  • 7. Can I travel on flynas if pregnant?

    Yes, subject to the following conditions: if your pregnancy is up to 27 weeks (inclusive) you may travel without a doctor’s certificate. For pregnancy of between 28 weeks to 36 weeks you may be accepted for travel provided a valid doctor’s certificate or MEDIF is produced at time of check in. Your doctor’s certificate or MEDIF must be dated not less than 7 days before the date of your departure and must state the number of weeks of pregnancy and confirming the expectant mother is fit to fly. Certificates from registered midwives will not be acceptable. Click here to download and complete our MEDIF form. pregnancy of 36 weeks will not be accepted for travel. flynas does not accept any liability for any complications or medical events associated with your pregnancy arising from travel on our aircraft.

  • 8. Do I need a medical certificate to travel on flynas?

    If you, or anyone travelling with you, is a guest with special needs, for example someone who has recently undergone surgery, is receiving medical treatment, whose mobility is reduced or who suffers from any sensory/locomotory/intellectual disability, you will require prior approval from us at the time of your booking to travel on flynas. A valid doctor’s certificate will be required, stating the nature of the illness and declaring the guest fit to fly on the specified dates of travel. If a guest with special needs requires the presence of a Care Assistant they will be required to make a booking on flynas and pay the relevant tariff. guests with special needs must book their flight via the Contact Center at least 24 hours in advance of travel. We will try our best to accommodate such requests; however, flynas reserves the right to decline such guests should appropriate medical assistance or documentation be unavailable.

  • 9. Can flynas provide me with a wheelchair at the airport?

    Yes, but availability is limited so this must be pre-arranged with our Contact Center at least 24 hours before travel.

  • 10. Are there any additional charges for wheelchairs?

    Wheelchairs are provided for free in airports within Saudi Arabia, however, a charge may be made for wheelchairs provided in other airports.

  • 11. Can I use my own wheelchair?

    Yes, but we can only accept folding, non-electric wheelchairs. Your wheelchair will be checked-in with your hold baggage at the counter (no additional baggage fee will be charged) and you will be provided with another wheelchair for use within the airport.

  • 12. Can I carry and use medical items on board?

    You may carry essential medications in your cabin baggage, please ensure you have a letter from your Doctor or hospital as airport security may require confirmation that you are permitted to carry said items. flynas cannot be held responsible for any items removed from baggage by security personnel or any official authority.

  • 13. Is any kind of medical assistance available at the airport?

    The airport is only able to provide emergency medical services, if you are in doubt as to whether you are fit to travel please contact your doctor for advice.

  • 1. Can I check-in online?

    Yes, we offer web check-in for flights from all KSA airports and Dubai. Web Check-in is open 48 hours before departure and closes 4 hours before departure. When checking in online you will have the option of receiving your boarding pass as a QR code on your smartphone and/or you can print a hard copy at home. If you are travelling with cabin baggage only you can avoid the queues and go straight to the boarding gate where our staff will verify your travel documents and ID.

  • 2. Can I reserve my seat when I check-in online?

    Yes, flynas offers you the flexibility to select your preferred seat as part of the booking and web check-in processes. please note that all seats will incur an additional fee..

  • 3. When do flynas check-in counters open/close?

    flynas check-in counters open 5 hours before scheduled departure time and close 45 minutes before scheduled departure time. Guests travelling on large Group Bookings are requested to arrive at check-in at least 4 hours before their departure time so as not to delay the processing of their documentation and baggage.

  • 4. What documents do I need when travelling?

    If you are travelling within KSA you must carry your Saudi ID/Iqama or your passport. For international flights, GCC citizens may travel with their National ID, all other guests must carry their passports and relevant entry/exit visas. For full details on the documents required for your specific nationality and destination please check with your local consulate.

  • 5. What if I am late to the Boarding Gate?

    If you are late arriving at the Boarding gate your booking will be cancelled and no refund due.

  • 6. What happens if my flight is delayed?

    Where possible we will contact you to advise of any delays or cancellations in advance of travel. Please ensure you provide your full contact details (including a mobile which will be available during your trip) when you book, if we are unable to contact you regarding any delays or cancellations our liability to you may be reduced.

  • 1. What options will I be offered if my flynas flight is cancelled?

    In the unfortunate event of a flight cancelation you will be offered the following options: Move to alternative flight or date. If no suitable alternative flight, you may cancel your booking; balance will be held in credit for one year refund of the full tariff.

  • 2. Will I be contacted in advance if my flight is delayed or cancelled?

    Yes, where possible we will contact you to advise of any delays or cancellations in advance of travel. Please ensure you provide your full contact details (including a mobile which will be available during your trip) when you book, if we are unable to contact you regarding any delays or cancellations our liability to you may be reduced. at the time of making the redemption. Unused Credit Shells with flynas can also be used as an alternative to Credit Cards..

  • 3. I received poor service from flynas, how can I file a complaint?

    We are constantly striving to deliver the highest standards of service to all guests. However, if you believe you received a poor service please call our Customer Service Unit on +966112611126 or email us at [email protected]

  • 1. What is Value Added Tax (VAT)?

    Value Added Tax (or VAT) is an indirect tax imposed on all goods and services that are bought and sold by businesses, with a few exceptions. Click here to learn more.

  • 2. How much tax will I pay?

    Domestic flights and its related services will be taxed at the standard VAT rate of 5%

  • 3. What is VAT applied to?

    The Value Added Tax (VAT) will be applied on Domestic Air Travel fees and its related services; that include the following:

    • Seats
    • Meals
    • Pre-paid extra baggage
    • Excess baggage at the airport
    • Sports equipment
    • Lounge access
    • Airport upgrade
    • Infant fees
    • Upgrade bidding
    • Price Lock
    • Administration fees
    • Change & Cancellation fees
    • Processing fees
    • Name change fee
    • On-board food & beverages
  • 1. Can I take my baby stroller onboard?

    You can either choose to check-in your stroller with your baggage, or if more convenient you may use your stroller in the airport and hand it to one of our staff before boarding. You will be provided with a tag and the stroller will either be available for collection when you leave the aircraft at your destination or can be collected from the baggage carousel.

  • 2. What should I do if I leave property on the aircraft?

    If you are still at the airport please notify staff at the baggage counter, alternatively please call our Contact Center on 9200 01234.

  • 3. Can I smoke onboard?

    No, all flynas flights are non-smoking.

  • 4. Can I choose my onboard meal?

    Yes, we offer a selection of hot meals and cold snacks/salads which can be pre-ordered up to 12 hours before you fly.

  • 5. Do flynas offer any gifts for sale onboard?

    Yes, we have a selection of premium perfumes and gifts for sale.

  • 6. Can I use my laptop or mobile during the flight?

    Yes, you may use your laptop or mobile once the seat belt signs have been switched off. Your wireless connection must be switched off (known as “Airplane” mode) and you must obey any requests from our flight attendants to switch off electrical equipment at any time during your flight.

  • 1. I would like to cancel my booking, how do I do this?

    The quickest way to cancel your booking is to visit flynas.com. Click on ‘Manage my Booking’ and after retrieving your booking, click on ‘cancel flight’, which appears at the top in left column. Please note a fee will be charged for cancellation and any remaining balance held in a credit shell for your future use. click here for our fare rules, cancellation fees and time limits for cancellations. Alternatively, you can call our Contact Center on 9200 01234 or visit one of our sales offices.

  • 2. I would like to make changes to my booking. How do I do this?

    Visit flynas.com and click on ‘Manage my Booking’. After retrieving your booking, select from the options in the left column. The changes you make are subject to the fare rules and time limits of the fare you have booked and the terms and conditions of any additional services you have booked. click here to view our fare rules.

  • 3. Can I make changes to a group booking?

    Yes, group bookings may be cancelled (for no more than 15% of the group size) up to 30 days before scheduled departure. A cancellation fee of 25% of the base fare will be charged and the remaining balance will be held in a flynas credit shell.

    If the booking is cancelled 29 to 15 days before scheduled departure, A cancellation fee of 75% of the base fare will be charged and the remaining balance will be held in a flynas credit shell.

    If the booking is cancelled 14 days or less before scheduled departure, A cancellation fee of 100% of the base fare will be charged.If the booking is cancelled 14 days or less before scheduled departure, A cancellation fee of 100% of the base fare will be charged.

    Partial cancellation for roundtrip group bookings is not allowed.

    Group bookings may also be changed for no more than 15% of the group size.

    Date change & reroute charge is 150 SR per sector per person + any fare difference.

  • 4. What if I made a mistake when booking on flynas.com?

    All flynas bookings have a two-hour grace period, when changes, but not cancellations, may be made with no penalty (fare difference may be charged). If you make a mistake, simply visit flynas.com and click on “Manage My Booking” or call the Contact Center for assistance.