Checking InWe do offer several options to streamline your check-in experience. You can check in and print boarding passes online 24 hours before your flight, or use our Air Terranea app and use a mobile boarding pass, and check in that way. We also offer curbside check-in and baggage check at select airports. At all airports we serve, we have self-check-in and self-baggage check and check-in with customer service representatives, who will help check you and check your baggage. Please be sure to keep your boarding pass on your person at all times and to take your baggage check receipts, in case of loss or damage. Also, please note that our representatives are required to check your passport in all international flights, so please make sure to have that available.
Customs and SecurityPlease be prepared to enter the airport through security at all destinations. Due to increased security procedures, security is taking longer, so make sure you arrive at the airport at least two hours before your flight on domestic flights or three hours before your flight on international flights. In order to expedite the process, please take the following tips in mind to make your experience go with less hassle:
- Do not carry items or baggage onboard for other people
- Pour out liquids in above 3-ounce containers and put other liquids in a quart-sized bag
- Put any laptops in a separate bag for screening
- Do not bring any prohibited items
- Take off shoes and belt before entering
- Weapons and sharp items must be checked. They may not be placed in carry-on luggage.
At hubs, focus cities, and select other airports, Air Terranea will supply dedicated staff at security lines to expedite the security process. They will help screening agents with non-screening tasks, such as circulating boxes, answering questions, and directing lines. This helps to alleviate pressure at crowded airports. Additionally, Air Terranea checks all passports against the international database of stolen or lost passports to reduce the risk of a stolen passport being used on a flight.
Each nation has their own customs and passport requirements, so be sure to check them before you fly with us. Most nations require the following documentation to enter their nation, so bring the following at least:
- Ticket and/or boarding pass - Provides proof of passage and payment. Our airline cannot let you fly without one, as it shows us, the airline, you have paid for your seat on the flight.
- Identification - For international flights, a passport; for domestic flights or flights within the TFTZ, a passport is not required for identification
- Visa - depending on the country of origin and departure, it must be obtained in your nearest embassy or consulate or can be obtained online. Make sure you get your visa before travelling with us or you might be denied entry. Electrum and Ceni both have liberal visa policies, with visas able to be procured on arrival, but some special circumstances apply, so check online for details.
- Arrival form - Will be handed out before arrival to an international destination. It helps with customs and is where you declare goods and other information about your visit.
As for customs, check your nation's laws regarding prohibited items. Many nations prohibit or require declaration of dangerous items (such as guns, knives, or fireworks), illegal drugs, alcohol, meat or plant products, excessive quantities of cash, or other items, so make sure you check to see what you can or cannot bring into a country. We prohibit carrying fireworks, flammable items, corrosives, radioactive materials, or other dangerous goods in any baggage, and we will confiscate any such items found in baggage.
Silver LoungeOur Silver Lounges are available in select airports and are available to Air Terranea Ergo card-holders with passes, business and first class passengers and all frequent flier levels. Lounge passes are also available for purchase. Silver Lounges offer buffet-style dining, with different, fresh-cooked options depending on the time of day, and 24-hour bar service and an excellent wine selection. You can catch up with the latest news or watch sports on plasma TVs around the lounge, while we provide free newspapers and magazines. Each of our lounges also has two business centers and conference rooms for that last bit of business, laptop and phone charges, and desktop computers available for use. You can sit down and enjoy our comfortable chairs and sofas with great views of the airport.
Gold LoungeOur Gold Lounges are available in hubs and are available to business and first class passengers, as well as Gold and Platinum level frequent fliers. Gold Lounges have everything you need to start your journey in style and comfort and be prepared for the rigors of the world. In addition to our fine selection of wines and beverages, we also have a wine cellar where you can taste and purchase expensive wines. Each lounge has several chefs in order to supply you with whatever culinary options you desire. Also available in our gold lounges are spas, massages, and beauty treatments if you need further relaxation. Our Gold Lounges also sport duty-free boutiques and a children's play area. In addition, these lounges also have business centers, plasma TVs, laptop and phone charging stations, and desktop computers available for last-minute business needs.
Ticket Refund Policy: In case of cancellations relating to weather or events outside our control, we will give you 100% money back or find another way to get you to your destination. In case of delays for any reason, we will always find you a way to get to your destination, and, in case of excessive delays, we will provide you compensation for the time lost. If you wish to change or cancel your flight for any reason, we will not charge you any fees to do so, as we recognize that your time is very valuable and you may need to change your flight for reasons outside your control.
Alcohol/Drugs Policy: We serve alcohol for purchase on most flights, except those to or from a destination where alcohol is prohibited. For drugs, we generally do not allow smoking on the flight, pursuant to Electrumite and Cenian regulations. We also recognize that drugs sold over-the-counter or prescription drugs in some countries are controlled substances in other and can result in stiff penalties. Therefore, we request that you check if your drugs are permissible in your destination country, and we reserve the right to confiscate any illegal drugs found in your possession on the plane. We will not serve more alcohol to a person who is visibly drunk.
Special CircumstancesUnaccompanied Minors: Minors under 18 may travel on Air Terranea alone or in groups. Please make sure to notify us in case of this circumstance, and we will do our best to alleviate any issues arising with this type of circumstance. Our agents will help the minors during each step of the journey, and they will receive special considerations to ensure that their trip does not present a hassle; we will also assist with customs/immigration on international flights.
Pets, Disability and Service Dogs: We do not allow pets in the cabin of the plane in order to prevent them from blocking the aisle, disrupt the flight, or affect those passengers with pet allergies. They will be transported in approved pet containers in our environmentally controlled and oxygenated cargo hold which will ensure that your pets reach the destination safely and securely. A special exception is provided for service dogs, which can travel with the person who they are travelling with, provided that they don't block the aisles and are toilet-trained.
Wheelchairs: If passengers do not require a specialized wheelchair, and can use the airport-issued one, then they can submit their personal wheelchair into check-in at no additional cost. If they require the special wheelchair throughout the entire journey, they are allowed special treatment onto the plane first, where they are moved from the wheelchair to their seat. Then, the wheelchair is stowed away in a special cabin until arrival. Once most of the passengers have deplaned, the wheelchair is wheeled back out and the passenger may continue on their journey.
Impaired Vision/Hearing: Those who require mobility assistance will have a designated flight attendant to travel with them, even guiding them through customs and passport control until they reach their destination. For those who have impaired vision, the same treatment will be given to them as well. For those who have impaired hearing, we ensure that every entertainment system has subtitles and also our staff will assist you.
Inflight Assistance: We have systems available on our planes that allow you to request a flight attendant for whatever reason, located in your above-seat console and in your in-flight entertainment system. We always try to assist our customers with whatever they may need as much as possible.