Airport Services


​​​​​GENERAL PROVISIONS

​​​Mahan Air Conditions of Carriage apply to all flights, or flight segments, in respect of which we have a legal liability to passengers.

We will provide carriage only to the Passenger named in the Ticket and Passenger may be required to produce appropriate identification. A Ticket is not transferable, except as required by any locally applicable laws. Some Tickets are sold at discounted fares which may be partially or completely non-refundable. You should choose the fare best suited to your needs.

COUPON SEQUENCE AND USE

The Ticket you have purchased is valid only for the transportation as shown on the Ticket, from the place of departure via any Agreed Stopping Places to the final destination. The fare you have paid is based upon our Tariff and is for the transportation as shown on the Ticket. It forms an essential part of our contract with you. The Ticket will not be honored and will lose its validity if all the Coupons are not used in the sequence provided in the Ticket. Same condition will apply for the Electronic Tickets .

Please be advised that in the event passenger does not show up for any flight without advising us in advance, we may cancel your return or onward reservations. However, if you do advise us in advance, we will not cancel your subsequent flight reservations.

NAME AND ADDRESS OF CARRIER

Airline name may be abbreviated to Airline Designator Code, or otherwise, in the Ticket. Mahan Air Designator Code is W5.

SEATING

Mahan Air staff will Endeavour to honor advance seating requests. However, there is no guarantee for any particular seat. We reserve the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety or security reasons.

CHECK-IN AND BOARDING

Check-in Deadlines are different at every airport and Mahan Air recommend that you inform yourself about these Check-in Deadlines and honor them. Your journey will be smoother if you allow yourself required time to comply with the Check-in Deadlines. We reserve the right to cancel your reservation if you do not comply with the Check-in Deadlines indicated. We or our Authorized Agents will advise you of the Check-in Deadline for your first flight on us. For any subsequent flights in your journey, you should inform yourself of the Check-in Deadlines. Check-in Deadlines for our flights can be found in our timetable, or may be obtained from us or our Authorized Agents. Also you must be present at the boarding gate not later than the time specified by us when you check in. We may cancel the space reserved for you if you fail to arrive at the boarding gate in time. We will not be liable to you for any loss or expense incurred due to your failure to comply with the provisions of this Article.

These Check –in Deadlines time in Mahan Air International flights is 1 Hour before Departure , and for Domestic flights is 30 Minutes before Departure. Also Mahan Air recommended to Passenger that for International flights refer to the Check –in Counters 03 Hours before Departure and for Domestic flights 1Hour and 30 Minutes before Departure .

If you travel with a large Family or Group and you wish to seat together , refer to Check – in Counters before mentioned time ,so that the Staff can help you more .Also please Make sure you get to your boarding gate on time. Boarding starts 45 minutes before your flight and gates close 20 minutes before departure. If you report late we will not be able to accept you for travel

RIGHT TO REFUSE CARRIAGE

In the reasonable exercise of our discretion, Mahan Air may refuse to carry you or your Baggage if we have notified you in writing that we would not at any time after the date of such notice carry you on our flights. In this circumstance you may be entitled to a refund. We may also refuse to carry you or your Baggage if one or more of the following have occurred or we reasonably believe may occur:

  • such action is necessary in order to comply with any applicable government laws, regulations, or orders;
  • the carriage of you or your Baggage may endanger or affect the safety, health, or materially affect the comfort of other passengers or crew;
  • your mental or physical state, including your impairment from alcohol or drugs, presents a hazard or risk to yourself, to passengers, to crew, or to property;
  • you have refused to submit to a security check;
  • you have not paid the applicable fare, taxes, fees or charges;
  • you do not appear to have valid travel documents, may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, destroy your travel documents during flight or refuse to surrender your travel documents to the flight crew, against receipt, when so requested;
  • you present a Ticket that has been acquired unlawfully, has been purchased from an entity other than us or our Authorized Agent, or has been reported as being lost or stolen, is a counterfeit, or you cannot prove that you are the person named in the Ticket;

BAGGAGE

  1. General Information

    The following definition is published in the 'General Conditions of Carriage for passengers and baggage' adopted by Mahan Air

    Baggage means such articles, effects and other personal property of a passenger as are necessary or appropriate for wear, use, comfort or convenience in connection with this trip.

    Air recommend that passenger's baggage should not have any one dimension larger than 158cm (62 inc) and the maximum weight of any single item of baggage should not be greater that 30 kg .

    Any item of passenger baggage with a measurement greater than these may need to be handled as Out Of Gauge (OOG) baggage and will require more time to pass through airport baggage processes. No guarantees should be given to passengers with OOG baggage that their baggage will travel on their flights if they are transferring close to the recommended Minimum Connection Time (MCT) or checking in close to the recommended check-in time. Also All Out Of Gauge baggage must carry a Limited Release Jag

    Mahan Air recommends that passengers give prior advice to the airport of departure of any large or heavy item of baggage which exceeds 30kgs in weight, or 158 cm total dimension. This is to ensure that we will be able to make suitable arrangements for carriage of the item. Passengers should be encouraged to place a label with their name and permanent address inside each piece. All old baggage labels must be removed from all pieces of baggage before check-in

  2. Baggage Pooling

    Baggage presented for check-in at the same time regardless of class by two or more passengers, traveling together on the same flight, to a common destination or stopover, may be pooled. The total free baggage allowance is equal to the sum of their free baggage allowances. All baggage of all members of the group checked on the group head's ticket. To comply with passenger and Baggage Reconciliation Requirements, each passenger of a Non-family group should be given their own individual baggage claim checks. Non-Revenue and staff passengers traveling for any reason (Duty, annual leave or concessional travel), are not entitled to pool their free baggage with commercial passengers.

  3. Baggage Security

    All hold baggage must be properly tagged to the same destination as the passenger to whom it belongs and should have the passenger's family name and initials displayed on the outside of the baggage prior to acceptance for carriage. The name shown on the baggage must be the same as the name on the ticket.

    Hold baggage must only be accepted by a W5 employee or an authorized representative at an authorized check-in point and only from ticketed passengers.All hold baggage offered for carriage on Mahan Air flights is to be x-ray screened before acceptance for loading.

    At Stations where local regulations or instructions from Head of Security require it, passengers checking-in baggage for carriage in the hold must be questioned about the ownership of their baggage and its contents. The questioning must be carried out in the following manner:

    1. Did you pack all of the contents of this bag yourself?
    2. Are you sure you are not carrying something for any other person?

    Passengers who are members of groups must be asked the questions individually.

    NOTE: W5 does not carry dangerous goods ,if any dangerous goods find or discover in passenger baggage immediately report to authority as soon as possible.

  4. Dangerous Goods

    The flowing Item must not be packed with either checked baggage or unaccompanied baggage.

    the following articles should never be packed in baggage:

    • Explosives , fireworks
    • Flammable & Non Flammable Gas – aerosols, camping equipment,
    • Cylinders of compressed Gas, Gas lighters
    • Deeply refrigerated gases – liquid nitrogen
    • Flammable liquids – paints, thinners, solvents, acetone, polishes, sealants, resins.
    • Flammable solids – firelighters, matches,
    • Oxides materials – bleaches, drain cleaners,
    • Chemical oxygen generators, air bag inflators, air bag modules,
    • Carbon dioxide (dry – ice), refrigerated liquefied oxygen,
    • Fire extinguishers
    • Adhesives
    • Instruments such as : manometers, mercury switches, rectifier tubes.
    • Arsenic, weed killer, tear gas
    • All kinds of torches,
    • Infectious substances – viruses and bacteria substances which would affect humans & animals
    • Radioactive materials – instruments containing radioactive source radioisotopes for research
    • Toxic substances, poisons
    • Corrosive materials – acids, alkalis substances, mercury, thermometers containing mercury, barometers
    • Frozen fruit, vegetables packed with dry-ice.
    • Life saving appliances, first aid kits, wet or lithium batteries.
    • Cryogenic liquid, argon gas, helium gas, neon gas, nitrogen gas.
    • Mercury,
    • Diving lamp, electron tubes, heat production items

    Forbidden Goods: Security-type equipment such as attaché cases, cash boxes, etc. incorporating dangerous goods, such a lithium batteries and/or pyrotechnic material, electro shock weapon ,fuel containers ,safety matches etc. are totally forbidden. Disabling devices such as mace, pepper spray etc. containing an irritant or incapacitating substance are prohibited on the person, in checked and carry on baggage.

  5. Bulky/Out-of-Gauge Baggage

    All Bulky and/or Out-of-Gauge baggage must be tagged with a Limited Release Tag.

  6. Hand Baggage

    In addition to the free baggage allowance, each passenger may carry without additional charge, the articles listed below and shown on the IATA Hand Baggage Regulations Notice.

    • A handbag, pocket book or purse which is appropriate to normal traveling dress and is not being used as a container for the transportation of articles which could otherwise be regarded as baggage.
    • A Hand bag which is appropriate to normal travelling in size 23cm*40cm*55cm
      • Business class passenger in Domestic and International flights : 7 KG (one piece​​)
      • Economy class passenger in Domestic and International flights: 05 KG ( one piece)
    • An overcoat, wrap or blanket.
    • An umbrella or walking stick.
    • A small camera and/or binoculars.
    • A reasonable amount of reading matter for the flight.
    • Infant's food for the consumption in flight.
    • A pair of crutches and/or braces or other prosthetic device, such as an artificial limb provided the passenger is dependent upon them.

    Notes: With the exception of the last two items listed above, which may be carried either in the passenger cabin, or in the cargo compartment, the additional personal articles must be retained in the passenger's custody. In order to prevent interference to aircraft electronic navigation and communication equipment, the operation aboard the aircraft of portable radio receivers, transmitters and television receivers by passengers is prohibited. The use of portable recorders, hearing aids and heart pacemakers is permitted. Any other article will not be carried free unless the weight is included in the free baggage allowance. Such other articles will be accepted only if they conform with security regulations and/or interline limitations.

    When an item purports to be one specified above, but does not visibly accord with the relevant description, it must be weighed and such weight will be included in the total baggage weight. In addition to the items permitted by IATA as 'Personal Allowance', passengers are restricted to a maximum of one piece of tagged cabin baggage plus one small bag of 'Duty Free' purchases only.

    Beginning of 20 April 2009, new regulations about restrictions of liquids, aerosols, gels etc. in hand luggage.

    • Capacity of liquid container no greater than 100ml.
    • Liquid container must be carried separately in transparent plastic bag (with zip lock) which is 20cm by 20cm in size and has maximum capacity 1(one) liter.
    • Each passenger may carry only 1(one) such bag of liquids. Essential medicines (with prescription and original package) and baby food are permitted.
    • Liquids: Water, syrups etc. creams, lotions, oils, perfumes, any cosmetics. (lip gloss, mascara etc.) toothpastes, shaving gels and foams, hair gels, spray deodorants, contact lens solutions, Shampoo, Jam, honey, yoghurt, etc.

    Duty-Free

    All tax-free liquid items purchased at the airport duty-free shops must be in sealed ,special plastic bag with the receipt. Please do not open the sealed bag until the final destination. Otherwise, the content of bag maybe seized at security check points. If you have any flight transfer in European Union countries or in United States ,all duty-free liquid items(over 100 ml) which have already purchased in sealed bags are not allowed to carry as hand luggage.

  7. CHECKED BAGGAGE

    Please note that valuations can not be declared for money, bank notes, jewellery or other similar valuable items as such items should not be placed in baggage. By the conditions of carriage no liability is accepted for such items when carried in checked baggage.

    Excess value charges will be payable at the point of origin for the entire journey to final destination. If at stop-over point en-route, a passenger declares a higher excess value that was not originally declared, additional value charges for the increased value from the stop-over at which the higher excess value was declared to the final destination will be payable.

    • Golf equipment

      One Golf bag containing clubs and 01 pair of golf shoes may be accepted from per passenger up to 15 KG. The carriage is charged at the rate of 06 KG of rout excess baggage for one set. When the total weight is more, it will be charge for per kilogram.

    • Ski Equipment

      Consisting of one pair of skis, poles and/or one pair of ski –boots, charge as 03 KG of excess baggage. Only one set of snow skiing may be accepted from per passenger. When the equipment weight is greater than baggage allowance, it will charge as excess rate baggage per kilogram.

    • One bicycle

      (single seat touring or racing bicycle, non-motorized, provided the handlebars are fixed sideways and pedals removed) will be included in determining the free baggage allowance and, if in excess, will be charged as the excess baggage rout fare, regardless of the actual dimensions.

    • Accompanied pets

      in a container, will Not be included in determining the baggage allowance.

      • Birds= container and bird ´s weight × 4
      • Pets= container and pet ´s weight × 2
    • SCUBA Diving Equipment

      Diving equipment normally consists of: Suits, vests, socks, masks, shoes, torches, webs, knives, oxygen cylinders and regulators. Diving cylinders must be empty for carriage by air and the regulators removed, with the valves in the open position. All items must be securely packed. Do not load onto the baggage belt at check-in, use out-of-gauge procedures. Normal excess baggage charges apply.

    • Honey (Carriage of)

      In order to avoid unnecessary damage to the passenger baggage due leakage of packages containing honey being loaded in the aircraft hold, and also to safeguard the baggage containers and aircraft holds floor, the following shall to be implemented:

      • Honey will not be accepted as part of the passengers checked baggage.
      • Honey may only be accepted as carry on baggage with maximum 02kgs per passenger.
      • Packages, containing honey must be well packed and leak-proof. Packages must not be placed in over-head bins of the cabin.
    • Surfboards and Windsurfers

      Surfboards (excluding boards which have provision for a sail) are to be charged at the rate of 03 kilograms of excess baggage. Allow one surfboard per passenger. When the equipment weight is greater than the baggage allowance, it will charge as excess rate baggage per kilogram.

    • Holy Water (Carriage of)

      In order to avoid unnecessary damage to passenger baggage due to the leakage of packages containing Holy Water being loaded in the aircraft hold, and also to safe¬guard the baggage containers and aircraft holds floor, the following shall to be adhered to for the carriage of Holy Water.

      • Holy water will not be accepted as a part of the passengers checked baggage.
      • Holy water may only be accepted as carry on baggage with a maximum of 01 kilograms per passenger.
      • Passengers with Holy Water must not be seated in emergency exit seats and the water container must not be stowed in overhead bins.
  8. Excess baggage

    Charge baggage in excess of the free allowance in accordance with the appropriate tariff.

  9. LIMITED RELEASE BAGGAGE

    The purpose of the Limited Release Baggage Tag is to allow the acceptance of checked baggage of limited liability and to make official note of baggage received damaged and to discourage unjustified claims. The Limited Release Baggage Tag will allow acceptance and carriage, as checked baggage, items which because they are poorly packed or perishable would not withstand ordinary handling and at the same time limit our liability. By use of this tag it is possible to identify damaged baggage presented for check-in and to again limit our liability.

    • Usage of Limited Release Baggage Tag

      The 'Late Check-in' section of the tag is used when a passenger is accepted after flight close out, on the understanding that there may be insufficient time available to deliver the baggage to the aircraft before its departure.

      Should the size of a piece of hand baggage be such that it is refused entry to the aircraft, attach the tag, suitably endorsed and load it in the hold as checked baggage.

      The Security Staff at certain airports may refuse to allow electrical items such as radios or tape recorders to be carried as hand baggage. The Limited Release Tag should be completed and attached to the item refused by Security. If possible the item may then be loaded in the hold as checked baggage.

      If baggage presented is considered to be unsuitably packed, fragile, inadequately packed, perishable or damaged, we inform the passenger that we are unable to accept the article and why. The agent explain that conditional upon acceptance is the passengers agreement acknowledging release of Mahan Air from liability. Once the passenger has agreed, the agent will then complete the Limited Release Tag in the following manner.

    • Foldable Baby Push-Chairs

      Since there is no safe space to stow these baby-strollers in the aircraft cabin, it has been decided to discontinue this facility on all aircraft types. However Mahan Air will continue accepting these articles as part of the passenger accompanied (checked) baggage for more aircrafts at all stations in accordance with the following procedure:

      1. One collapsible push-chair or stroller, per infant traveling, as free baggage, exclusive of the accompanying adults checked baggage allowance.
      2. These are to be tagged at check-in with a limited release baggage tag, tagged to the final destination of the passenger indicating that it is not admissible in the aircraft cabin and the owner's name. The passenger must be told to surrender this item before boarding.
      3. The passenger is to retain use of it (if desired) up to the aircraft boarding gate, where it is to be collected by gate agents and loaded in aircraft hold.
      4. On arrival at the destination or transfer point arrangements should be made to return the buggy to the owner at the earliest opportunity depend on situation. Mostly collection will take place in the baggage claim area.
    • Goods Acceptable with Operator Approval, as Checked Baggage only.

      The following dangerous goods are permitted on aircraft as checked baggage only and with the approval of the operator(s).

      • Carbon Dioxide, Solid (Dry Ice).

        In quantities not exceeding 2Kg per person when used to pack perishables not subject to the IATA DGR provided the checked baggage (package) permits the release of carbon dioxide gas.

      • Sporting Ammunition.

        Securely boxed, ammunition (cartridges for weapons, small arms) in Division1.4S, used for sporting purposes, in quantities not exceeding 5Kg gross weight per person for that persons use, excluding ammunition with explosive or incendiary projectiles. Allowances for more than one person must not be combined into one or more packages.

      • Wheelchairs & Mobility Aids with Non - spill able Batteries.

        Wheelchairs or other battery powered mobility aids with non-spill able batteries , provided that the battery is disconnected, the battery terminals insulated against short circuits and the battery is securely attached to the wheelchair or mobility aid.

      • Camping Stoves and Fuel Containers.

        With the approval of the operator, as checked baggage only, camping stoves and fuel containers for camping stoves that have contained a flammable liquid fuel may be carried provided the fuel tank of the camping stove and/or fuel container has been completely drained of all liquid fuel and action has been taken to nullify the danger.

    • Goods Acceptable without the Operator(s) Approval.

      Non-Radioactive medicinal or toilet articles (including aerosols). The term 'medicinal or toilet articles' is intended to include such items as hair sprays, perfumes, colognes and medicines containing alcohols.

      Aerosols with no subsidiary risk, for sporting or home use, are permitted in checked baggage only. The total net quantity of all such articles carried by each passenger or crew member must not exceed 100 ml and the net quantity of each single article must not exceed 0.5Kg or 0.5L.

      Radio isotopic cardiac pacemakers or other devices, including those powered by lithium batteries which is less than 1600WH, implanted into a person, or radiopharmaceuticals contained within the body of a person as the result of medical treatment.

      One small medical or clinical thermometer which contains mercury, for personal use, when in its protective case.

      Consumer electronic devices (watches, calculating machines, cameras, cellular phones, lap-top computers, camcorders etc.) containing lithium or lithium ion cells or batteries when carried by passengers or crew for personal use. Spare batteries must be individually protected to prevent short circuits and carried in carry-on baggage only.

  10. MISHANDLED BAGGAGE

    Only staff associated with baggage claims settlement should become involved in discussions concerning financial settlement of claims; however other airport staff are aware of Mahan Air legal situation. Mahan Air liability to pay compensation is limited and is calculated on the weight of baggage lost, damaged, pilfered or delayed in transit. It is in no way an insurance or an automatic payment and all claims are subject to proof of value.

    By our Conditions of Carriage no liability is accepted for the loss of money, jewellery or any other similar valuables from checked baggage because it is considered that such items should be carried on the person or in cabin baggage. Queries about insurance negotiations/settlements asked from the Baggage Claims Supervisor

  11. Baggage (Lost & Found)

    Airlines are not liable for the security of passengers cabin baggage or other items not declared as hold baggage at the time of aircraft departure. However morally and for customer service reasons Mahan Air determined to ensure that every effort is made to find and return personal possessions intact to their rightful owner.

    In the event that lost unchecked property is found by Mahan Air and the company assumes guardianship of it by treating it as found unchecked property, Mahan Air becomes liable as bailer. When Mahan Air are being handled by an agent, the handling agent shall prepare the report and hand it to the Mahan Airport (or Duty) Manager.

INCAPACITATED PASSENGERS

  • Definition

    The term 'incapacitated' means those passengers who because of their medical, physical or mental state require individual attention which is not normally provided to other passengers. Incapacitated passengers include those who have:

    • permanent but stable disabilities E.g. paralysis of all or part of the body, arthritis, deafness, blindness
    • temporary disabilities E.g. recent surgery or medical treatment including broken limbs
    • recent mental or physical illness
  • Categories of Incapacitated Passengers

    Deaf , dumb , blind . Permanently deaf, dumb and blind persons do not need medical clearance or an escort unless they are traveling in large groups

    Wheelchairs . The particular wheelchair requirement of a passenger is identified by the use of the following AIRIMP codes:

    • WCHR the passenger can ascend/descend steps and make his/her own way to/from cabin seats but cannot manage long distances.
    • WCHS the passenger cannot ascend/descend steps but is able to n way slowly to/from cabin seat.
    • WCHC the passenger is completely immobile and requires a chair to/from the aircraft and bearers/attendants or lifting apparatus to get into the aircraft and to reach their seat. Stations mostly have wheelchairs that can be used to transport passengers along the aisle of the aircraft. These are particularly useful for passengers completely immobile (WCHC)

    Passengers who do not require medical clearance but do require a wheelchair should declare at reservations time. Passengers who arrive at the Airport in their own wheelchair and wish to take it with them to their destination will be allowed to retain the use of their wheelchair until boarding the aircraft. Arrangements will be made for the chair to be taken from the passenger after embarkation and loaded into the hold of the aircraft.

    Note: regarding to Mahan Air Regulation and Aircraft capacity, we can provide the wheelchair services for passengers who inform us their request by booking and have SSR in their Ticket when make reservation.

    BAe/RJ aircraft is excluded from this service.

  • Unaccompanied Minor (UM)

    Airlines call a young person between 5-12 ,flying without parents or guardians, an unaccompanied minor (UM) and Mahan Air is not excluded of this rule with offering special supervision by our experienced, reliable and caring cabin crew from the beginning to the end of the flight. UM must hold an individual passport (valid for at least six months), a valid visa for the country of visit. In addition, all the required inoculations and medical check-ups and documents , if required.

    • Before the flight (Origin Airport)

      UM Reservations must be made at least 48 hours before the flight and All related cost are to be borne by the passenger. Parents or legal guardians must bring the UM to check-in at least two hours and half before takeoff. Also Parents or Guardians are to be requested to remain at the Airport until the aircraft has taken off

    • During the flight

      UM passengers are to be handed over to the Senior Cabin Crew Member who will be responsible for UM, and seat near her/him.

    • Upon Arrival (Destination Airport)

      UM passengers are to be handed over to the persons stated on the "Authorization Forms" in exchange for their signatures, after identification .

  • BABY BASSINET (BSCT)

    Mahan Air provides Bassinet service with the condition that the infant does not weight more than 14 kg and between 07 - 14 Days of age. Reservations for the bassinet should be made in advance. When allocating seats, those passengers who have made prior reservations for a bassinet will be given priority over the other passengers requiring bassinets. Bassinet positions are marked on the Seat Plans.

    please note bassinet service provides only in Mahan Air International flights( over 90 minutes).

    Note : W5 ground Staff or Handling agents at check-in may accept infants ,after Checking INF document age.

  • Live Animals

    In according with IATA live Animal Regulation , Mahan Air ensure that both safety and animal welfare are addressed in all regulatory issues pertaining to transportation of live animals by air and your pets get the high standards of care , comfort and attention they deserve through out their entire journey , giving you the peace of mind that you need. For an additional fee, pets and other live animals can be carried, but the owner is responsible for ensuring that the animal is housed , fed, and watered adequately for the journey . Also the owner should refer to checking counters 03 Hours in International flight and 02 Hours in Domestic flights .Mahan Air does not accept animals which are younger than 10 weeks and weak or fragile animals . Carriage will only permitted with a veterinary certificate stating that the animals are fit to travel and/ or that there is no risk of the birth .

  • Acceptable travel containers and kennels

    Containers must be of adequate size , suitable design , and sufficient strength t prevent your pet from escaping. The containers should provide good ventilation and allow the animal to easily stand , turn around , and lie down in a natural manner .you must supply food and water for the animal in the travelling container or kennel. For more inquiry please contact with Mahan Air Origin Airport 24 hours before your departure.