National Airlines ABOUT SERVICE FAQ CONTACT MOVE CARGO Home « Travel FAQ « NATIONAL AIRLINES FAQ Contacting National Airlines How do I contact National Airlines? Reservations & Ticketing How can I make a reservation? What payment methods are acceptable for reservations? How do I change or cancel my reservation? What is National Airlines' Cancellation Policy? Will I receive a paper ticket? Does National Airlines accept group bookings? Does National Airlines offer active military discounts? Weather What if my flight is cancelled due to weather? Frequent Flier Program Does National Airlines have a frequent flier program? Children Flying Alone Does National Airlines permit children to fly alone? Baggage Can I bring my hoverboard? How many pieces of carry-on baggage can I bring? How many checked bags can I take on my flight? How much will I be charged for an extra bag? How much will I be charged for an overweight or oversized bag? Is there a size limitation for checked baggage? Is there a maximum weight for an "overweight" bag? Does National Airlines accept hazardous items in checked baggage? What should I do if my checked bag is lost or damaged? Medications and Baby Formula What are the requirements to travel with medications? Can the crew keep my medications refrigerated? Can I bring baby formula? Liquids, Gels, and Aerosols What types of liquids, gels and aerosols can I bring in my carry-on? What types of liquids, gels and aerosols may I bring in my checked baggage? Check In When can I check in? Can I check in online? What time should I arrive at the airport for my flight? Is passenger check-in and baggage service available curbside, or do I have to go to the ticket counter to check in? Identification & Documents What documents are required for international travel? Affidavit of Consent What documents are required for domestic travel? Do I need a passport for domestic air travel starting January 2016? Services Is food available on the flight? Are beer, wine and spirits available on the flight? Is Wi-Fi available on the aircraft? Are movies and music available on the aircraft? What is the difference between National Economy class and National Select class? Can I pre-select my seat assignment? What are the exit row seating requirements? Pets Can my pet travel with me in the cabin on the flight? What is the cost for my pet to travel with me in the passenger cabin? What is the size limitation for my pet’s carrier? Can my larger pet travel in the airplanes’ cargo hold? Contacting National Airlines HOW DO I CONTACT NATIONAL AIRLINES? Telephone Reservations & Customer Service: 1-855-757-6999 Lost & Damaged Baggage: 1-855-757-1075 Email Reservations & Customer Service: reservations@nationalairlines.com Lost & Damaged Baggage: BaggageClaims@NationalAirlines.com Mail Customer Service National Airlines 5955 T.G. Lee Blvd., Suite 500 Orlando, FL 32825 Reservations & Ticketing HOW CAN I MAKE A RESERVATION? Via our website at www.NationalAirlines.com By calling our Call Center at 1-855-757-6999 WHAT PAYMENT METHODS ARE ACCEPTABLE FOR RESERVATIONS? National Airlines accepts MasterCard and Visa credit cards for payments made online or telephonically through the Call Center. HOW DO I CHANGE OR CANCEL MY RESERVATION? Reservations may be changed or cancelled through our Call Center at 1-855-757-6999. WHAT IS NATIONAL AIRLINES' CANCELLATION POLICY? National Promotional Fare Change Penalty: $125 USD Cancellation Penalty: Non-refundable, Full purchase forfeited National Economy Fare Change Penalty: $125 USD Cancellation Penalty: $125 USD - Balance credited to future flight voucher only National Economy Flexible Fare Change Penalty: $0 USD Cancellation Penalty: $0 USD - Balance credited to original method of payment National Premium Fare Change Penalty: $0 USD Cancellation Penalty: $0 USD - Balance credited to original method of payment If you would like to use your refundable ticket for future travel, please contact our Call Center at 1-855-757-6999. WILL I RECEIVE A PAPER TICKET? No, National Airlines has gone paperless. You will receive a confirmation code only. DOES NATIONAL AIRLINES ACCEPT GROUP BOOKINGS? Yes, National Airlines happily accepts group bookings by contacting our Call Center at 1-855-757-6999 DOES NATIONAL AIRLINES OFFER ACTIVE MILITARY DISCOUNTS? No, however, members of the U.S. or Canadian military with active duty status may check up to three pieces of baggage, with none weighing more than 100 pounds or exceeding 80 inches in overall dimensions, at no charge. Weather WHAT IF MY FLIGHT IS CANCELLED DUE TO WEATHER? If your flight is cancelled due to weather, you can select one of the following three options: National will offer a refund for the value of the canceled fare National will offer a next-flight as soon as weather permits National will offer re-booking on a future National flight, waiving all change fees Frequent Flier Program DOES NATIONAL AIRLINES HAVE A FREQUENT FLIER PROGRAM? No, not at this time. Children Flying Alone DOES NATIONAL AIRLINES PERMIT CHILDREN TO FLY ALONE? Effective 01September2016, National Airlines does not accept unaccompanied minor children on any National Airlines flight. To travel alone, a young passenger must be over the age of fifteen (15) and have in their possession a notarized affidavit of consent from the absent parents/guardians. Click here for more information. Baggage CAN I BRING MY HOVERBOARD? No. Unfortunately, due to safety concerns, National does not permit hoverboards or any lithium battery powered self-balancing personal transportation devices on board its aircraft. These items are prohibited as both carry-on and checked baggage. HOW MANY PIECES OF CARRY-ON BAGGAGE CAN I BRING? Each passenger may bring one (1) carry-on (not to exceed 35 lbs. or 45" in linear dimension) and one (1) personal item. All carry-on and personal items must fit under the seat in front of you or in the overhead bin. HOW MANY CHECKED BAGS CAN I TAKE ON MY FLIGHT? Each passenger may bring one piece of checked baggage free of charge (two pieces for National Premium passengers). Passengers may bring additional pieces of baggage if they choose, but will be charged for each additional piece. Click here for bag fees and size restrictions. HOW MUCH WILL I BE CHARGED FOR AN EXTRA BAG? On National Airlines, your first checked bag is always free. In National Premium, your second checked back is also free. The cost for a second bag in Economy will be $20 - $30 USD, depending whether you pay prior to checking in or at the airport. The cost for a third or fourth bag, is $50 - $75 USD each, depending whether you pay prior to checking in or at the airport. HOW MUCH WILL I BE CHARGED FOR AN OVERWEIGHT OR OVERSIZED BAG? An overweight or oversized bag will cost $75 USD. IS THERE A SIZE LIMITATION FOR CHECKED BAGGAGE? Yes, 62 linear inches. IS THERE A MAXIMUM WEIGHT FOR AN "OVERWEIGHT" BAG? Yes, 100 pounds (45.45 kgs). DOES NATIONAL AIRLINES ACCEPT HAZARDOUS ITEMS IN CHECKED BAGGAGE? Generally no, however, limited quantities of some hazardous materials are permitted for carriage in both carry-on and/or checked baggage. Click here for additional information. WHAT SHOULD I DO IF MY CHECKED BAG IS LOST OR DAMAGED? If the loss or damage is noticed prior to leaving the airport, please see a National Airlines representative to file a claim while at the airport. If the loss or damage is noticed after leaving the airport, please contact National Airlines at 1-855-757-1075 or via email at BaggageClaims@NationalAirlines.com to file a claim. National Airlines will investigate all Lost or Damaged Baggage Claims. Click here for the Baggage-Claim Form. Medications and Baby Formula WHAT ARE THE REQUIREMENTS TO TRAVEL WITH MEDICATIONS? We strongly recommend you pack your medication in your carry-on and that all medications be properly labeled with the name of the medication, the name of the patient, and the issuing medical office or pharmacy. CAN THE CREW KEEP MY MEDICATIONS REFRIGERATED? No, the crew are not able to look after any items that may need to be kept cold. Therefore, we recommend you carry on any item needing to remain cold in a small cooler, as your carry-on, to maintain it at the desired temperature. If available, extra ice may be provided. CAN I BRING BABY FORMULA? If you are traveling with an infant or very young children, yes, you may bring baby formula, breast milk, juice, and baby food (in small containers) onboard. Liquids, Gels, and Aerosols WHAT TYPES OF LIQUIDS, GELS AND AEROSOLS CAN I BRING IN MY CARRY-ON? Passengers can transport liquids, gels, lotions or similar items through the security checkpoint if the items are less than 3.4oz (100 ml) individually and they fit into a transparent 1 quart (1 liter) plastic bag. The contents must fit completely in the plastic bag and will be subjected to x-ray inspection separate from the passenger's carry-on bag. WHAT TYPES OF LIQUIDS, GELS AND AEROSOLS MAY I BRING IN MY CHECKED BAGGAGE? Generally, passengers are permitted to transport 3.4 oz. each of medications, hair spray, perfume, and similar products, as well as up to 5 liters of unopened alcohol, and 2.2 kgs. of dry ice or carbon dioxide solid. Click here for additional information. Check In WHEN CAN I CHECK IN? The Check-In counters open three (3) hours prior to departure and close one (1) hour prior to departure. CAN I CHECK IN ONLINE? No, not at this time. WHAT TIME SHOULD I ARRIVE AT THE AIRPORT FOR MY FLIGHT? The Check-In counters open three (3) hours prior to departure and close one (1) hour prior to departure. Remember, you are responsible for checking in with suitable time remaining to proceed through security screening and be present at your assigned departure gate 30 minutes prior to the scheduled departure time. IS PASSENGER CHECK-IN AND BAGGAGE SERVICE AVAILABLE CURBSIDE, OR DO I HAVE TO GO TO THE TICKET COUNTER TO CHECK IN? Curbside check-in is not yet available for National Airlines' flights at any airport. Identification & Documentation WHAT DOCUMENTS ARE REQUIRED FOR INTERNATIONAL TRAVEL? For travel via air between the US and Canada, valid Passport Books are required for ALL passengers. Passport Cards, NEXUS Cards, and Enhanced Driver's Licenses are NOT valid for international air travel. Click here for more details. AFFIDAVIT OF CONSENT Canadian law requires that minors who are not traveling with both parents carry a notarized affidavit of consent from the absent parents. List the full names of the child, both parents and the accompanying adults, the dates of the trip and a contact phone number for each parent. Minors who arrive at the border without appropriate documentation may be subject to additional security procedures. Divorced parents with sole custody and widowed parents must carry appropriate documentation, such as a court order or death certificate. Click here for more details. WHAT DOCUMENTS ARE REQUIRED FOR DOMESTIC TRAVEL? For travel between Orlando-Sanford and San Juan, Adult passengers 18 and over must show valid identification at the airport checkpoint in order to travel. Driver's licenses or other state photo identity cards issued by Department of Motor Vehicles (or equivalent) U.S. passport U.S. passport card DHS trusted traveler cards (Global Entry, NEXUS, SENTRI, FAST) U.S. military ID (active duty or retired military and their dependents, and DoD civilians) Permanent resident card Border crossing card DHS-designated enhanced driver's license Airline or airport-issued ID (if issued under a TSA-approved security plan) Federally recognized, tribal-issued photo ID HSPD-12 PIV card Foreign government-issued passport Canadian provincial driver's license or Indian and Northern Affairs Canada card Transportation worker identification credential Click here for more details. DO I NEED A PASSPORT FOR DOMESTIC AIR TRAVEL STARTING JANUARY 2016? No. DHS is in the process of scheduling plans for implementing REAL ID enforcement at airports. DHS will ensure that the traveling public has ample notice (at least, 120 days) before any changes are made that might affect their travel planning. Until enforcement at the airports begins, the Transportation Security Administration (TSA) will continue to accept state-issued driver’s licenses and identification cards from all states, as well other forms of acceptable identification listed above. Click here for more details. Services IS FOOD AVAILABLE ON THE FLIGHT? Yes, National Airlines is pleased to offer complimentary meals on all flights. ARE BEER, WINE AND SPIRITS AVAILABLE ON THE FLIGHT? Yes, National Airlines is pleased to offer alcoholic beverages on all flights. IS WI-FI AVAILABLE ON THE AIRCRAFT? No, not at this time. ARE MOVIES AND MUSIC AVAILABLE ON THE AIRCRAFT? No, not at this time. WHAT IS THE DIFFERENCE BETWEEN NATIONAL ECONOMY CLASS AND NATIONAL PREMIUM CLASS? National Premium seating is in the forward cabin of the aircraft and is a premium leather seat in a 2 x 2 configuration with 39 inches of leg room and a wider, more comfortable seat bottom. In addition, premium wines, cordials, and alcoholic beverages, along with an upgraded meal, are all complimentary. National Select passengers also receive two (2) free checked bags. CAN I PRE-SELECT MY SEAT ASSIGNMENT? Yes, seat assignments may be chosen at time of booking, and the passenger can also change their seat assignment by contacting our Call Center 1-855-757-6999. WHAT ARE THE EXIT ROW SEATING REQUIREMENTS? A Passenger occupying an exit seat: Must be at least 15 years of age Must be physically able to perform exit seating functions as determined by Flight Attendant assessment Must not require the use of assistive devices, except for contacts, eyeglasses, or hearing aids Must be able to read and understand printed and oral instructions related to emergency evacuation Must be able to communicate instructions to other passengers on board Must be able to reach upward, sideways, and downward to the location of the emergency exit Must be able to grasp and push, pull, turn, or otherwise manipulate mechanisms Must be able to push, shove, pull, or otherwise open the emergency exit Must be able to reach the emergency exit expeditiously Must be able to maintain balance while removing obstructions Must be able to exit expeditiously Must not be responsible for the care of other passengers, such as small children, on board the flight Must not have a condition that might cause the person harm if he or she performs one or more of the applicable functions A Passenger occupying an exit seat must, if called upon, be able to: Locate the emergency exit Recognize the emergency exit opening mechanism Comprehend the instructions for operating the emergency exit Operate the emergency exit Assess whether opening the emergency exit will increase the hazards to passengers Follow oral directions and hand signals given by crew members Assess the condition of an escape slide, activate the slide, stabilize the slide after deployment, and assist others in getting off the slide Lift out, hold, deposit on nearby seats or maneuver over the seat backs to the next row objects the size and weight of overwing exits Remove obstructions similar in size and weight to overwing exits Stow or secure the emergency exit door so that it will not impede use of the exit Pass expeditiously through the emergency exit and assess, select, and follow a safe path away from the emergency exit Pets CAN MY PET TRAVEL WITH ME IN THE CABIN ON THE FLIGHT? Yes, our cabins are pet friendly. You can bring your cat or small dog in the cabin with you provided it will fit and stay comfortably in its carrier under the seat in front of you. However, for safety reasons, your pet cannot travel with you in the cabin if you are an unaccompanied minor or are seated in an exit or bulkhead row. Click here for additional information. WHAT IS THE COST FOR MY PET TO TRAVEL WITH ME IN THE PASSENGER CABIN? $50 USD (one way), plus applicable taxes. Click here for additional information. WHAT IS THE SIZE LIMITATION FOR MY PET’S CARRIER? Your pet’s carrier must not exceed 46 linear inches (with a maximum height not to exceed 8 inches), and the weight of the carrier with the pet, combined, must not exceed 10 kg/22 lbs. Click here for additional information. CAN MY LARGER PET TRAVEL IN THE AIRPLANES’ CARGO HOLD? No, National Airlines does not accept pets in the baggage hold of the aircraft. Click here for additional information. 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