FAQ - Frequently asked questions

Please find below frequently asked questions and answers to these.

Flight Schedules

Where can I rebook my flight ticket?
Tickets can be rebooked with the agent who sold you the ticket or directly with the airline operating the flight.
Some airlines allow rebooking tickets directly through their website. We suggest that you contact the airline you're to travel with. List of all airlines that fly from Prague can be found here: /en/flight-info/destination-and-airlines/airlines/

Where can I rebook my flight ticket in case that the flight has been canceled?
If a flight is canceled, you can rebook at the airport ticket counter of the handling company that handles the particular flight. Some airlines allow rebooking tickets directly through their website.

Where can I find out the actual arrival of the flight?
For actual flight arrivals go to our website www.prg.aero and check the central box. If using a cell phone, go to http://m.prg.aero

Custom services

Where can I apply for a VAT refund / Tax Free / and what is required?
People, who do not reside within the European Community and their residence in a third country is recorded in their passport or another ID recognized in the Czech Republic, and they do not pursue economic activities in the country, are entitled to a refund of VAT paid on goods purchased in the Czech Republic (CR). The minimum price of goods to claim the VAT refund for is 2001 CZK.

After check-in, the applicant shall with:

  • valid flight ticket,
  • passport
  • original receipt
  • purchased goods

go to Customs Office of the CR, which is located in the departure hall of Terminal 2 (phone: 220 114 691), where they will apply for the official approval of the form (Tax Free Cheque) under which they can claim back the VAT from branches of Travelex and Cash Point. (www.prg.aero/en/passenger-services/financial-and-post-services/)

Baggage Claims

My baggage has been damaged. When I picked up the bag, I found out that the handle was completely torn away.
In the case of damaged baggage you need to turn to the complaints counter of the handling company which handled the particular flight. Complaints counters of all three handling companies are located in the baggage reclaim area at Terminal 1 and Terminal 2.

List of handling companies and their contact details can be found here

My claimed baggage has not arrived yet.
Delayed baggage is to be found and distributed by a handling company that handled the particular flight. Therefore in case of any queries regarding the claimed baggage contact the handling company directly. Details of the handling company can be obtained through Prague Airport non-stop information line (phone: +420 220 111 888).

List of handling companies and their contact details can be found here

I accidentally picked up somebody else's luggage, what should I do?
All baggage claims are to be resolved by the handling company that handled the particular flight. Details of the handling company can be obtained through non-stop information line at Prague Airport (phone: +420 220 111 888).

List of handling companies and their contact details can be found here

Airport Parking

I need only to drop off or pick up a friend, family member, colleague, etc.?

A suitable solution to quickly pick up or drop off passengers is our short-term parking lots P1 / P2, located directly in front of the terminal buildings. During 1 calendar day you can take advantage of free parking the first 2 times for 15 minutes - more information here: P1/P2.

For longer parking in the range of a few hours we recommend using Parking B and C with a rate of 50, - CZK/hour. - More info here: Parking B / Parking C

I need long-term parking (vacation or business trip)?

To obtain the best value for long-term parking directly at the airport, use the ON LINE reservation!
More information about parking at Prague Airport: comfort Parking C, special VIP parking, or the most convenient Parking D.

I am a person with reduced mobility, I have a handicap permit, and where is the best place to park at the airport?

We provide parking free of charge or all who have handicap permits. If you belong to this category, park your vehicle in any parking lot provided with a gate system (we recommend the indoor and guarded area of Parking C). Before leaving, it is necessary that you go to the dispatching centre on the ground floor of Parking C with your parking ticket and handicap permit where you will receive a new ticket with free exit from the parking lot (note - free parking does not apply to VIP parking - Parking C).

Lost-and-found

I left my reading glasses on the plane, what should I do?
In the case of a forgotten object on board, you need to contact the airline that operated the flight or handling company that handled the flight. Details of the handling company can be obtained through Prague Airport non-stop information (phone: +420 220 111 888).

My hand luggage disappeared from my trolley at the terminal, what should I do?
It is necessary to contact the police station at Prague Airport, phone number: +420 220 11 4444, internal extension 4444.

I found a passport and a wallet on a bench in the departure hall, what should I do?
Found items can be returned at any airport information desk or contact directly the Lost-and-found department through the internal line 5000. (Phone +420 220 115 005).

Assistance Services

My girlfriend is flying with a broken leg, how can I arrange best and fastest possible check-in for her?
All passengers with disabilities or limited mobility, people with physical or other disabilities are provided with free help service at the airport, provided by MaidPro Service s.r.o. The service is to be ordered 36 hours in advance by phone: +420 220 111 220 or +420 725 778 241. Service is provided 24 hours a day.

Request for assistance can also be made at the airport check-in counters, information and identified places (e.g. car parks), but in this case immediate service cannot be guaranteed and therefore we recommend ordering the assistance in advance. The assistant is then ready to help at the previously agreed place. Depending on the type of disability, they will provide assistance in handling, security or passport control; they will take you to the Gate and help with boarding and seating. When boarding, you are the first to get on and upon arrival you are the last to leave the plane.

If ordering the service at the airlines, be prepared for rather longer period. Most airlines require the assistance to be ordered at least 48 hours prior to the departure.

For more information on assistance services go to: /en/passengers-check-in/passengers-services/passengers-with-disabilities-and-medical-conditions/

Where do I report that I cannot walk, use a wheelchair and need assistance? Who will arrange that?
All passengers with disabilities or limited mobility, people with physical or other disabilities are provided with free help service at the airport, provided by MaidPro Service s.r.o. The service is to be ordered 36 hours in advance by phone: +420 220 111 220 or +420 725 778 241. Service is provided 24 hours a day.

Request for assistance can also be done at the airport check-in counters, information and identified places (e.g. car parks), but in this case immediate service cannot be guaranteed and therefore we recommend to order the assistance in advance. The assistant is then ready to help at the previously agreed place. Depending on the type of disability, they will provide assistance in handling, security or passport control; they will take you to the Gate and help with boarding and seating. When boarding, you are the first to get on and upon arrival you are the last to leave the plane.

If ordering the service at the airlines, be prepared for rather longer period. Most airlines require the assistance to be ordered at least 48 hours prior to the departure.

For more information on assistance services go to: /en/passengers-check-in/passengers-services/passengers-with-disabilities-and-medical-conditions/

VIP check-in

I am an assistant of a Managing Director and I am bringing a group of VIPs who require a VIP check-in, what should I do?

For detailed directions to our VIP Lounge, including all information about the VIP check-in here: /en/passenger-services/vip-service/overview-of-services/

What VIP services do you offer?

VIPs can use the VIP lounge Club CONTINENTAL, which offers private and immediate check-in, traveling free of stress and waiting at the counters. A major advantage is the time saved at the airport, maximum convenience and comfort prior to departure or arrival. For more information, including on-line orders, go to: /en/passenger-services/vip-service/club-continental/
You can also use one of Airport Lounges - Citigold Lounge, MasterCard Lounge and ERSTE Premier Lounge. Citigold Lounge offers privacy and comfort in designer spaces, all-inclusive refreshments, wi-fi, daily press and individual security check. Citigold Lounge is on the second floor of Terminal 2 and is intended for departures within the Schengen area. For more details go to: /en/passenger-services/vip-service/airport-lounges/citigold-lounge/. MasterCard Lounge at Terminal 1 and ERSTE Premier Lounge at Terminal 2 offer you comfort spaces to spend the time in a pleasant way with refreshment, daily press and wi-fi. Relax or finish your work before the flight – for more information go to: /cs/sluzby-cestujicim/vip-service/prehled-sluzeb-salonky/erste-premier-lounge/ and /cs/sluzby-cestujicim/vip-service/prehled-sluzeb-salonky/erste-premier-lounge/.

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Passport Services

Can I extend passport for an adult or a child at the airport?
It is not possible to extend the validity of the passport at the airport.

Foreign Exchange Services

How can I exchange money at the airport at night?
At night you can change money at exchange machines, labeled „Interchange ATM“ and located in both Terminal 1 and Terminal 2 in public and private areas. Most foreign exchange offices close at 23:00 but there is a NONSTOP offfice at both Terminal 1 and 2 at the arrival public halls, operated by Interchange. (To see the actual opening hours please check: http://www.prg.aero/en/passenger-services/financial-and-post-services/currency-exchange-offices/

Cargo

I am to fly to Prague with my dog, where can I pick him up upon arrival?
Animals can be picked up at the oversized baggage counter in the departure hall of Terminal 2.

How do I send a cat to Paris?
Air transport of animals without their owner is provided by air cargo carriers, the animal is then shipped as cargo. However, there is no need to worry about the comfort for your pet during transport as it shall be placed in a special air-conditioned and lighted section. The animal must have an international vaccination certificate and comply with health conditions, restrictions and regulations of departure and destination. More information about this topic can be obtained from provide Border Veterinary Office of the CR. (Phone: 00420 220 113 267)

Safety Guidelines

I have only hand luggage, can I carry an umbrella?
Although an umbrella is not defined as a prohibited item by the law, I generally cannot say, whether in terms of security, such object shall be allowed on board or not. If it is a regular folding umbrella that fits into your hand luggage, then there is naturally no reason not to allow its transport. However, if the umbrella remains in the length of "walking stick", then the security check will also examine the shape and length of the umbrella and its metal or plastic "tips". In some cases, unfortunately, such umbrellas meet the definition of the item, whose shipments are prohibited in the cabin and may only be transported away from the passenger, i.e. in the cargo compartment of the aircraft. In this case, airport security guard is to consider the risk.

For more information on this topic go to: /en/passengers-check-in/passengers-services/security-rules/prohibited-items/

I am bringing plum brandy to my relatives in the USA, what is the best way?
In accordance with current applicable legislation, the best way to transport such goods is to carry it in checked baggage (i.e. baggage handled at the check-in counter in the public hall and handed over for carriage in the cargo hold of an aircraft). Unfortunately, transport of liquids and gels in containers over 100 ml in hand luggage is prohibited on flights to the U.S.

For more information on this topic go to: /en/passengers-check-in/passengers-services/security-rules/prohibited-items/

Excursions at the airport

I would like to attend an excursion, can I order by phone?

For all information on excursions go to: /en/passenger-services/prague-airport-tours/
To book the tickets go to: /en/passenger-services/prague-airport-tours/

Insurance Services

Where can I get myself the insurance at the airport?

Insurance can be arranged at Kooperativa Insurance Company agent located in the connecting corridor between Terminals 1 and 2.

More information here:

www.prg.aero/en/passenger-services/financial-and-post-services/

Rental of retail space

Where shall go to rent commercial premises at the airport?
For information on ongoing tenders for renting commercial premises go to: /en/business-section/nonaviation-business/congress-hall/