1. How Does the Ticket Purchase Process Work?
You can search for flights on our website, select your travel dates and destinations, and choose your preferred flight from the available options. After completing the online payment, your ticket will be sent instantly to your email address. Alternatively, you can purchase tickets through our Call Center or authorized travel agencies.
2. How Can I Check My Reservation?
You can easily access your ticket information, flight details, and payment status by entering your reservation number (PNR) and last name on the “Manage Booking” page on our website.
3. What Are the Ticket Cancellation and Refund Procedures?
Ticket cancellation and refund policies vary according to the ticket class and fare rules. Cancellation requests can be made through our website or by contacting our Customer Relations Department. Refund processing times and procedures depend on the payment method used. For detailed information, please visit the relevant page on our website.
4. How Can I Change My Ticket?
Requests for changes in flight date, time, or route are subject to your ticket’s terms and conditions. Fare differences and change fees may apply. You can make changes via our website or by contacting our Customer Relations Department.
5. How and When Can I Check in Online?
Online check-in opens 24 hours before domestic flights and 48 hours before international flights, and closes 2 hours prior to departure. You can easily check in and obtain your digital boarding pass via our website or mobile app.
6. When Should I Arrive at the Airport?
To ensure smooth security and baggage procedures, we recommend arriving at least 2 hours before domestic flights and 3 hours before international flights.
7. What Should I Do If I Cannot Complete Online Check-in?
If you are unable to complete online check-in, you may check in at the airport counters. Passengers with special baggage, documentation, or security requirements are advised to complete check-in at the airport.
8. What Are My Allowances for Free Carry-On and Checked Baggage?
Your free carry-on and checked baggage allowances depend on your ticket class and are detailed on our website. Generally, carry-on baggage must not exceed 7 kg and dimensions of 55x40x20 cm in one piece. Checked baggage allowance typically ranges between 20-30 kg depending on your ticket class.
Please note that, in accordance with aviation regulations, even if you pay for excess baggage, the total dimensions (length + width + height) of a single checked bag must not exceed 158 cm, and the weight must not exceed 32 kg. All baggage must comply with these size and weight limits.
9. How Are Excess Baggage Fees Calculated?
Extra charges apply for baggage exceeding the free allowance, based on weight or number of pieces. Excess baggage fees vary depending on the flight route. For detailed fee information, please contact our Customer Relations Department.
10. What Should I Do If My Baggage Is Lost or Damaged?
In case of lost or damaged baggage, please immediately report the issue to the airport baggage office or our Customer Relations Department. The lost baggage tracking system and compensation procedures will be initiated upon your report.
11. What Should I Do in Case of Flight Delay or Cancellation?
You can find updated information about delays or cancellations on our website and via our Call Center. For alternative flights and assistance, please contact our Customer Relations Department.
12. What Services Are Available for Disabled or Special Assistance Passengers?
Passengers requiring special assistance or disability services should inform our Call Center at least 48 hours before the flight. Assistance requests are handled with care, and our staff will provide necessary support at the airport.
13. How Can I Request Special Meals?
Special dietary requirements (vegetarian, gluten-free, diabetic, etc.) can be accommodated if requested at least 48 hours prior to the flight by contacting our Customer Relations Department.
14. What Payment Methods Are Accepted?
You can make secure payments via credit card, debit card, bank transfer (EFT), and local payment methods on our website. All transactions are protected by 256-bit SSL encryption.
15. How Are My Personal and Payment Information Protected?
Your personal and payment information are safeguarded with the highest security standards and are never shared with third parties, in accordance with our privacy policy.
16. What Is the Difference Between the Call Center and Customer Relations Department?
- Call Center: Provides 24/7 service for reservations, ticket sales, flight information, and general inquiries.
- Customer Relations Department: Offers detailed and personalized support for complaints, baggage issues, cancellations, and changes. Operating hours are Monday to Friday, 09:00 – 18:00.
17. What Are the Contact Details?
- Call Center: +964 785 22BASRA (22772), available 24/7
- Customer Relations: +964 786 22BASRA (22772), Monday-Friday 09:00 – 18:00
- Email:
This email address is being protected from spambots. You need JavaScript enabled to view it. - Web: www.basraairline.com/contact
18. What Are the Rules for Child and Infant Passengers?
Infants (0-2 years) generally travel free or at a reduced fare. Children (2-12 years) are subject to different fare and seating policies. Our airport staff will assist with stroller transport and other special services.
19. What Is Our Pet Transportation Policy?
Only cats and small breed dogs are accepted in the cabin (PETC). The combined weight of the pet and its carrier must not exceed 8 kg. The pet must be transported in a soft-sided, leak-proof, and ventilated carrier that fits under the seat in front of you (approximately 40x30x24 cm). Pets must remain inside the carrier at all times during the flight. Only one pet per passenger is allowed. All required documents (health certificate, vaccination record, travel permits, etc.) must be presented at check-in. Passengers seated in emergency exit or bulkhead rows cannot travel with PETC. PETC requests must be made at the time of booking, and availability is limited per flight. Service is provided on a first-come, first-served basis. PETC is subject to an additional fee and is not included in the baggage allowance. Please contact our sales offices or Call Center for detailed rates and availability. Note: PETC service is subject to operational approval and may be refused for safety reasons. Cabin crew reserves the right to deny carriage if necessary.
20. What Are My Passenger Rights in Case of Flight Cancellation?
In the event of flight cancellations, passenger rights are protected in accordance with applicable aviation regulations and our company policies. For detailed information and requests, please contact our Customer Relations Department.
