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FAQs (Frequently Asked Questions)

What is the processing fee?

Payment Security and Efficiency on credit card payment are our most concern. This fee will help us keep improvement continuously on our payment system to make sure that you will receive safety and convenience whenever you select this payment.

This fee will charge per passenger when make an booking with credit card or debit card. Name or itinerary change fee will be excluded from this fee.


Are the ticket prices the same if I book via the internet compared to booking via the Call Center?
Ticket prices are the same regardless of how you book. However, the booking via Call Center shall add the service fee charge of Baht 139.10.

Can I cancel my booking and be refunded?
No. We reserve the right not to refund passengers who cancel their tickets. You can change your flight only.

Can I change my reservation?

Change can be made up to 24 hours before the day of departure (except for name change, see below). Any change made to the flight information shall be subject to the following conditions:

a) Nok Economy, change can be made through Call Center Tel. 1318 or 662-900-9955 for oversea call (8:00 a.m.-9:00 p.m.) and Airport Ticket Counter and Website subject to the following conditions:

   1. “Flight Change”
- Through Call Center 1318. The flight change may be made at least 1 day before the departure. Passenger making such change will be subject to change fee of Baht 535 (VAT included) plus (i) the difference of the fare between the moment of booking and the moment of change (if any) and (ii) service fee charge of Baht 139.10 (VAT included) per passenger per change. The payment according to this channel dues immediately at call, and must be made by credit card only.   
- Through Airport Ticket Counter. The flight change may be made at least 1 day before the departure. Passenger making such change will be subject to change fee of Baht 535 (VAT included) plus (i) the difference of the fare between the moment of booking and the moment of change (if any). The payment according to this channel dues immediately at change; provided that the payment may be made either by cash or credit card.
- Through website. The flight change may be made up to 1 day before the departure. Passenger making such change will be subject to change fee of Baht 535 (VAT included) plus the difference of the fare between the moment of booking and the moment of change (if any). The payment according to this channel dues immediately at change, and must be made by credit card only.

Note: With respect to the fuel surcharge, passengers booking flight after the official announcement of fuel surcharge incretion will be subjected to fuel surcharge according to the announcement. In case the fuel surcharge is increased and the passenger wishes to change the flight after such incretion, the passenger will be subject to pay the exceeding amount of the increased fuel surcharge. Please note that fuel surcharge is subject to change. However, we shall inform the passenger of such change once it occurs.
In case the fuel surcharge is decreased, we reserve the right not to remit the exceeding amount of the decreased fuel surcharge.

 2. “Passenger Name Change”
- Through Call Center 1318. The name change may be made up to 4 hours before the departure. Passenger making such change will be subject to change fee of Baht 535 (VAT included) plus service fee charge of Baht 139.10 (VAT included) per passenger per change. The payment according to this channel dues immediately at call, and must be made by credit card only.
- Through Airport Ticket Counter. The name change may be made up to 4 hours before the departure. Passenger making such change will be subject to change fee of Baht 535 (VAT included) per passenger per change. The payment according to this channel dues immediately at change; provided that the payment may be made either by cash or credit card.
- Through website. The name change may be made up to 4 hours before the departure. Passenger making such change will be subject to change fee of Baht 535 (VAT included) and the moment of change (if any). The payment according to this channel dues immediately at change, and must be made by credit card only.

3. “Destination Change”
- Destination and Route are not allowed to be changed.

b) Nok Flexi, change can be made through Call Center Tel. 1318 or 662-900-9955 for oversea call (8:00 a.m.-9:00 p.m.) and Airport Ticket Counter, and Website subject to the following conditions:

   1. “Flight Change”
- Through Call Center 1318. The flight change may be made up to 3 hours before the departure. The payment for this channel is dues immediately at call, and must be made by credit card only. There is no change fee, no charge for difference in fares, and unlimited number of flight change is allowed for 90 days from the first booking date. In case of passengers want to change after 90 days from the first booking date, making such change will be subject to change fee of Baht 535 (VAT included) per passenger per change plus (i) the difference of the fare between the moment of new booking and the moment of last previous flight and the new flight (if any) and (ii) service fee charge of Baht 139.10 (VAT included) per passenger per change. The payment according to this channel dues immediately at call, and must be made by credit card only.
- Through Airport Ticket Counter. The flight change may be made up to 3 hours before the departure. The change will be made free of charge and with unlimited number of flight change allowance for 90 days from the booking date. In case of passengers want to change after 90 days from the first booking date, making such change will be subject to change fee of Baht 535 (VAT included) per passenger per change plus the difference of the fare between the moment of new booking and the moment last previous flight and the new flight (if any) The payment according to this channel dues immediately at change, and must be made by credit card or cash.
- Through website. The flight change may be made up to 3 hours before the departure. The change will be made free of charge and with unlimited number of flight change allowance for 90 days from the booking date. In case of passengers want to change after 90 days from the first booking date, making such change will be subject to change fee of Baht 535 (VAT included) per passenger per change plus the difference of the fare between the moment of new booking and the moment last previous flight and the new flight (if any) The payment according to this channel dues immediately at change, and must be made by credit card only.

2. “Passenger Name Change”
- For Nok Flexi, passenger name is not allowed to be changed.

3. “Destination Change”
- Destination and Route are not allowed to be changed.

Important Notice:
a) Modification on confirmed booking is completed once the payment has been made. Please note that your booking number will remain unchanged.
b)Nok Air reserves the right not to refund service fee, change fee, or difference in fare charge caused by modification on the booking.

 

Important Notice:
a) Modification on confirmed booking is completed once the payment has been made. Please note that your booking number will remain unchanged.
b)Nok Air reserves the right not to refund service fee, change fee, or difference in fare charge caused by modification on the booking.


Can I pay by credit card for someone else?
Yes, you can. But do not forget to inform that person the Booking Number, which will be used with your ID Card or passport at the check-in counter on the traveling day. For International credit card payments (credit cards issued outside Thailand), the cardholder must present the credit card at the airport check-in counter

for physical verification. Otherwise, Nok Air reserved the rights to deny boarding.


Can I use my supplementary credit card to make a booking?
Yes, supplementary credit cards have the same status as normal credit cards. You may use them to make payment for yourself or on behalf of others.

Can someone else pay for my reservation at the Counter Service Plus?
Yes, in order for someone else to make a payment on your behalf, you must make sure that the person has your Pay Code for verification purposes. Once the payment is completed he/she will receive a Booking Confirmation Number. You will need to present this number along with your personal identification card or passport at the check-in counter.

Do I receive a ticket when I fly with Nok Air?
For your convenience you do not need a ticket to fly with Nok Air. Upon check-in all you have to present is your Booking Confirmation Number and a Photo Identification card or a valid government-issued photo ID to identify yourself.

Do you provide any service onboard?
Nok Air provides free snack and drink for every passenger. Apart from the complimentary set, passenger can purchase well-selected refreshments through Nok Air In-flight Service. Please make the payment by cash. No credit card payment accepted on board.

Does Nok Air accept debit card type (Visa Electron/ Master Card Electronic) for the payment?
Nok Air accept both Visa and MasterCard Electron. However, online payment on this card type depend on customer’s issuer bank condition.

Does Nok Air have an express Check-In?
Passengers can check-in on www.nokair.com from 24hours to 1hour before departure time. For online check-in, passengers are required to print their boarding pass by themselves. Alternatively, passengers can also check-in on Nok Air's mobile website m.nokair.com or on all Nok Air mobile applications (iOS, Android, BlackBerry) from 24hours to 30minutes before departure time. For mobile check-in, the boarding pass can be stored on the passenger's smartphone and does not need to be printed. For more information.

Does Nok Air have business class?
No, we don't.

How about the condition of changing flight for Nok Flexi Fare?
Be able to change flight and date at unlimited but the changing must be done within 90 days after the booking has been made.

How about the Nok Flexi Fare pricing will be increased in the future?
The changing price in any Nok Products depend on the various of factors. If there is nothing change of the factors, Nok will remain the standard price for selling.

How are the training standards for Nok Air Pilots and cabin crew?
Since safety is our primary concern, all Nok Air pilots and cabin crew must complete the same safety training and requirements as those at Thai Airways International. Moreover, all our pilots are previously Thai Airways pilots and are highly experienced. Nok Air passengers can rest assured that our pilots and cabin crew meet the highest safety standard.

How can I be assured my tickets are reserved?
1. If you make your reservation by website, you will receive a Booking Confirmation Number for your reference. Upon arriving at the airport, you will need to show this Booking Confirmation Number to the officer at the Nok Air check-in counter to issue your boarding pass.
2. If you make your reservation through our Call Center 1318 and choose to pay immediately by using your credit card, you will receive your Booking Confirmation Number upon completing the reservation. You can then present this number to the officer at the Nok Air check-in counter to issue your boarding pass. Alternatively, if you choose to make payment through 7-Eleven Counter Service Plus (Thailand only) or via ATMs (Siam Commercial Bank, Krung Thai Bank, Bangkok Bank, Thai Military Bank and Kasikorn Bank in Thailand only), you will receive a Pay Code upon completing the phone reservation which you will need as a reference when you make your payment. After making the payment, you will then receive the Booking Confirmation Number. (Note: In order to confirm your reservation you must make the payment within 24 hours after the phone reservation.)
3. If you make your reservation at our airport ticket office, you will receive a Booking Confirmation Number for your booking reference. You will be required to present this number at our check-in counter on the day of your travel.

How can I check Nok Air's prices?
Prices will be displayed along with other flight information when you conduct a flight search in our web site or Nok Air Application (iOS, BlackBerry, Andriod).

How do I book for an infant (below 2 years old)?
An infant under the age of two (2) years (on the date of travel) may fly at the prevailing administration fee per sector provided he/she sits on an adult's lap. Only one (1) infant is allowed for one (1) adult. No baby seats or perambulators are allowed in the cabin of the aircraft. A child over the age of two (2) will be required to purchase a ticket like any other passenger. Newborn baby less than fourteen (14) days old will not be accepted for carriage.

How do I make group ticket reservation?
If you wish to make a booking for more than 10 passengers traveling together, you must book with our staff via Call Center Tel. 1318 or 662-900-9955 for oversea call (8:00 a.m.-9:00 p.m.), or www.nokair.com; provided that group booking must be made at least 3 days before the departure date. The acceptable payment methods for group booking are credit card, bank transfer or cashier cheque. The payment methods shall depend on the advance booking date and shall under Nok Air staff's discretion.

How do I make payment for my ticket reservation?
For convenience, there are several easy options you can choose. How to book and pay.

How does Nok Air classify an infant passenger?
Infants are from 0 to 2 years old and can travel under supervision of an adult for free. If a child is older than 2 years, he/she will be required to sit in a separate seat and pay a regular fee.

How early should I arrive at the airport in order to check-in?
Nok Air check-in counter will be opened 2 hours before departure time, and will be closed 30 minutes before your departure time.

How many pieces of baggage can I bring on the plane?
Each passenger is allowed to check in up to 2 pieces of baggage plus 1 carry-on bag. The weight for carry-on baggage must not exceed 7 kilograms and the size should not disrupt other passengers in terms of cabin space. The allowance weight for the checked-in baggage for loading must not exceed 15 kgs The exceeding weight will be charged at the rate of 200 baht/kilogram.

How many ways can I book Nok Air tickets?
There are several ways you can book Nok Air tickets:
1. Book online at www.nokair.com
2. Book via Nok Air application on iOS, BlackBerry and Android system.
3. Book and pay at Counter Service or 7-11 shop
4. Book via Nok Air Call Center at 1318
5. Book at the airport ticket booth where Nok Air is operating.

If I book the ticket via website, can I make the payment via Counter Service Plus or ATM (Thailand only)?
Yes, you can. For online booking, you can make the payment through Counter Service Plus at 7-Eleven (THB30 of service charge) or ATM (SCB bank, Krung Thai Bank, Bangkok Bank and TMB Bank) with THB20 of service charge; provided that you will be required to make the payment within 3, 12, 24 hours from the receipt of the pay code after the booking was made.

If I don't have a credit card, how can I pay?
If you don't have a credit card, you can pay easily with the following options
1. 7-Eleven Counter Service Plus (Thailand only)
If you do not have a credit card, you can make a payment and confirm your reservation at participation counter service plus. This service has a fee of 30 Baht per transaction.
2. ATMs (Thailand only)
If you do not have a credit card, you can make a payment and confirm your reservation by making a direct transfer at either Siam Commercial Bank, Krung Thai Bank, Bangkok Bank, Thai Military Bank and Kasikorn Bank ATMs (all in Thailand only). This service has a fee of 20 Baht per transaction.
3. Airport Ticket Office
If you do not have a credit card, you can make a payment and confirm your reservation by cash at the airport ticketing office.

If I don't remember the Booking Number, what should I do?
In order to make your check-in process easier and faster your Booking Number is required. However, if you are unable to present the Booking Number you can use your photo identification card or your passport will suffice. However, the process may take longer.

In the case of a flight cancellation or change of schedule, what will Nok Air do?
At any time after a booking has been made we may change our schedules and/or cancel, terminate, divert, postpone reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control or for reasons of safety or commercial reasons. In the event of such flight cancellation, we shall at our option, either:
• carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your booking; or
• should you choose to travel at another time, retain the value of your fare in a credit account for your future travel provided that you must re-book within three (3) months there from.
• make a refund to you.
We shall not responsible for any expense incurred from the following arrangements:
• transferring passengers from our flight to other carriers' flight.
• accommodation and meal.
• fare difference between Nok Air flight and other carriers' flight.

In the case that a child is older than 2 years (but less than 12), what identification is required for check-in?
A birth certificate.

In which case I cannot assign seat via the website?
In case of passenger change flight number, change name or date and time, they cannot make Pre-Seat Assignment via the website.

Is it safe compared with other airlines?
Nok Air's safety and maintenance standards comply with international standards. Our planes are leased from Thai Airways International who provide assurance of repair and maintenance procedures as well as providing qualified repair and maintenance personnel which are of international standard.

Is it safe to pay by credit card via the Internet?
Our system will help guard the security of your credit card information as it is transmitted to a website. It is a genius tool that encrypts information and data and keeps your personal data private and confidential. This technology will help enhance the efficiency of your payment process while maintaining the highest level of data security.

NokAir will decrease the Nok Eco in the future?
At the present, NokAir will add more products for the customers instead of the product decreasing.

What are the aircraft safety and maintenance standards of Nok Air?
Nok Air places great importance on flight safety. The safety and maintenance standards of our aircraft are maintained at the same level as those of Thai Airways which is comparable to any international standard.

What are the conditions of seat assignment via website?
You have to assign seat by yourself and only your last name and the booking number are needed; provided that the seat assignment can be made 3 months in advance of the departure date at earliest and seating requests cannot be made less than 6 hours before departure. Please note that the assigned seat is not changeable.

What are the documents required for check-in?
Your Photo Identification Card and Booking Confirmation Number.

What are the regulations for traveling of pregnant passengers?
It is the duty of pregnant passengers to advise us of the progress of their pregnancy at the point of booking the package. Our carriage of pregnant passengers is subject to the following conditions:
• pregnancy up to 27 weeks: we will carry without a doctor's certificate.
• pregnancy 28 weeks to 35 weeks: passenger shall produce a doctor's certificate confirming that she is fit to travel.
• pregnancy 36 weeks and above: we will refuse carriage

What is different between Nok Eco, Nok Flexi Fare ?
Nok Eco is the dynamic save fare which suit for a passenger who has the certain date of traveling. A passenger who book first will get the lowest price.
Nok Flexi is our new product which target to passengers who need to travel with a flexible ticket. A passenger can change the FLT unlimited with totally Free of CHARGE for 3 month.

What is 'Double booking' and how does Nok Air handle it?
Double booking is when the booking of two or more reservations is found and only one will be used. If the reservations and itineraries are in an identical name and show they came from the same source, there will be a cancellation of one or more of the flights, with a notification to the traveler.

What is Nok Air's policy on passenger claims?
Lost Baggage - If the checked baggage cannot be returned within 14 days after arrival, the luggage is considered lost. Nok Air pays THB 400 per kg. of lost checked baggage with a maximum of THB2,000 per piece of baggage, regardless of the value of the content that has been lost.
Damaged Baggage - The passenger must report any damages to Nok Air's ground handling agent immediately after the baggage has been reclaimed at the destination airport. Nok Air will pay THB500 per piece of baggage.

What is Nok Air's policy regarding unaccompanied young passengers?
An infant under the age of two (2) years (on the date of travel) may fly at the prevailing administration fee per sector provided he/she sits on an adult's lap. Only one (1) infant is allowed for one (1) adult. No baby seats or perambulators are allowed in the cabin of the aircraft. A child over the age of two (2) will be required to purchase a ticket like any other passenger. Newborn baby less than fourteen (14) days old will not be accepted for carriage.

What is Nok Flexi?
It is our new product, an alternative, which target to passengers who need to travel with a flexible ticket. A passenger can change the FLT unlimited with totally Free of CHARGE for 3 month.

What is the price structure of Nok Air?
Air fares are quoted in bands. We recommend booking as early as possible. Generally speaking the earlier you book the cheaper the fare will be. You can also save on service charges if you book via our web site and pay by credit card.

What items are not permitted to bring on the plane?
The following dangerous articles are not permitted to bring on the plane (whether inside the carry-on baggage or with the passenger):
• items which are not properly packed in suitcases or other suitable containers in order to ensure safe carriage with ordinary care and handling;
• items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the Dangerous Goods Regulations of the International Civil Aviation Organization (ICAO) and the International Air Transport Association (IATA) and in our Terms and Conditions and Conditions of Contract.
• items the carriage of which is prohibited by the applicable laws, regulations or orders of any state or country to be flown from, to or over;
• items which in our reasonable opinion are unsuitable for carriage by reason of their weight, shape, size or character;
• fragile or perishable items;
• fresh or frozen seafood or other meats provided that such items may be carried on board as hand luggage only if we are satisfied that they have been properly packed;
• firearms and ammunition;
• explosives, flammable or non-inflammable gas (such as aerosol paints, butane gas, lighter refills) refrigerated gas (such as filled aqualung cylinders, liquid nitrogen), flammable liquids (such as paints, poisons, infective substances (such as viruses, bacteria), radioactive material (such as radium) corrosive materials (such as acid, alkali, mercury, thermometers), magnetic substances, oxidizing materials (such as bleaches).
• weapons such as antique firearms, swords, knives and similar items provided that such items may be allowed as checked baggage at our absolute discretion for very special reasons. These cannot be carried into the aircraft for any reason whatsoever.

What should I do if I need special assistance?
Should you require any special assistance, such requirement must be notified to us when the booking is made (in case of booking was made through website, passenger must contact Nok Air at least 48 hours before the departure flight); otherwise, we will not be responsible for any inconvenience or any damages which may arise.

What type of aircraft does Nok Air fly?

We are flying 3 different types of aircrafts as follows;
- Boeing 737-800 with 189 seats
- ATR 72-200 with 66 seats
- ATR 72-500 with 66 seats


What will happen if I check on checkbox 'Store address on this computer'?
The computer will remember the address filled on the first time booking (only your computer) and display it again automatically when you return to the same page next time.

Where can I pay the fee for excess baggage?
You can pay the fee for the excess baggage/weight at Nok Air check-in counter.

Where is the Nok Air check-in counter at Airport?
Why can't a passenger upgrade from Nok Eco to Nok Flexi?
As the condition of both ticket types are different. Passengers can request to book for Nok Flexi with our staff to get the benefit of changing FLT without any cost.

Why is the fare of Nok Flexi so expensive?
As the condition of Nok Flexi that passengers can change the date of traveling with No limitation and without any changing fees, then the fare is reasonable compare to Nok Eco.