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Customer Service FAQs & Enquiries

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1

Airport Facilities

Check-in

When can I check in for my flight?

Please check with your airline for information about check-in times. Our airport terminal opens at 05:00am. 

As a general rule you should arrive at the airport at least one hour before your scheduled departure time if you are travelling within the UK or to the Channel Islands or Ireland, and at least one and a half hours before your scheduled departure time if you are travelling internationally.

What ID documents do I need to travel?

Please check with your airline for the documents you require to travel.

I have lost my passport can I still travel?

Please contact your airline who will be able to confirm the identification needed to travel.

Not answered your question? Call our team on 0344 481 7777 for further help.

Lost Property/Left Luggage

How do I contact lost property?

Did you leave your property at the airport?

If you have lost an item in the airport please complete our lost property enquiry form (lost property enquiries will be responded to within 24 hours).

Please be advised that a £5.00 service and storage charge per item is applicable for items not collected from the lost property desk on the same day that they were handed in.

Did you leave your property on an aircraft?

If you have lost anything on an aircraft arriving at Southampton then please complete our lost property enquiry form (lost property enquiries will be responded to within 24 hours). If you have lost an item on an aircraft departing from Southampton please contact your airline immediately.

Please be advised that a £5.00 service and storage charge per item is applicable for items not collected from the lost property desk on the same day that they were handed in.

Do you have a left luggage service?

Yes. Baggage can be left in the terminal for £10.00 per bag / per day and you’ll have peace of mind that your belongings will be held securely until you collect them. Some restrictions apply. For further details, please visit the lost property desk in the main terminal. Please note that due to security reasons there are no lockers for storing your luggage.

Not answered your question? Call our team on 0344 481 7777 for further help.

Car Hire

What are the opening times of the car hire building?

Car hire is open to meet flights, 7am-10pm Monday to Saturday and 7.30-10pm Sunday. Rental companies will open after these hours if a flight number is provided.

Where can I drop my keys for car hire when the building is closed?

Post boxes are available on the wall located next to the help desk in the main terminal opposite check in.

Not answered your question? Call our team on 0344 481 7777 for further help.

In-airport Facilities

What time does the airport open and close?

The terminal building opens at 05:00 in summer and 05:30 in winter and closes at 23:00 or after the last arrival if this is later.

Flights operate between the following times Monday to Friday 06:30 - 22:30, Saturday 06:30 - 22:15 and Sunday 07:30 - 22:30.

Can I sleep in the terminal overnight?

Our terminal opens between 05:00 and until just after the last arrival. Unfortunately it isn’t possible to sleep in the terminal overnight. For overnight stays please take a look at local hotels.

Is there a map of the airport?

Please see an online map of inside the terminal building.

What facilities are there after security?

There is a WHSmith and a World Duty Free shop as well as a Costa and The Olive Tree where you can get drinks or food while you wait for your flight.

Do you have catering facilities airside?

Yes, there is a Costa and The Olive Tree restaurant.

Do you have toilets airside?

Yes, there are toilets on the ground and first floor of the departure lounge. Baby change facilities are in the Ladies and Gents toilets on the first floor.

Do you have smoking facilities airside?

Unfortunately there are no smoking facilities airside.

What facilities do you have for children?

We have created a fun Merlin Trail around the airport. Children can pick up their Merlin passport at check-in and follow the trail to find our missing Merlin bears which are hidden around the airport.

We have a baby change facility on our landside concourse to the right on the help point and baby change facilities located in the toilets upstairs in the departure lounge.

What support/facilities do you have for disabled passengers?

For more information please see our Special Assistance page.

How do I arrange special assistance at the airport? Can I just turn up?

If you require special assistance while at the airport please inform your airline at least 48 hours before you fly.

If you arrive at the airport and haven’t booked in advance, we will make all reasonable efforts to assist you.

For more information on special assistance at the airport, please see our special assistance page.

How do I request a special assistance lanyard?

For yourself, or someone you are travelling with, we offer our passengers the choice to wear our ‘Helping Hands’ lanyard. When you arrive at our Special Assistance Desk our team will offer you a lanyard. Our airport teams have been trained to recognise the lanyards and will be able to provide you with additional support throughout your journey.

Do you have an ATM?

Yes, we have ATM machines in our arrivals hall, our main concourse and in the departure lounge.

Do you have a post box?

There is a post box on our forecourt in front of the terminal as you walk over the zebra crossing to the car park.

Where can I get someone to sign my VAT receipts?

This facility is not available at Southampton however there is a post box in departures to the left of the World Duty Free exit for you to send your receipts.

Can I get some documents photocopied or printed?

Unfortunately we do not provide this service.

Who is the artist displayed in the airport?

The artist who is displayed in the lounge is Stephen Lees.

Is there somewhere I can view the planes?

You can get great views of our runway from Costa Coffee in the departure lounge.

Do you show sports matches at the airport?

Sports games are sometimes shown at the airport, but this is on an ad-hoc basis and cannot be guaranteed.

Not answered your question? Call our team on 0344 481 7777 for further help.

Baggage

Who do I contact if my baggage was not delivered to my final destination?

If, for whatever reason, a baggage item is not delivered to your final destination, this should be logged by a representative of your airline at the destination airport. You will typically be asked to complete a ‘property irregularity report’ (PIR).

Who do I contact if my baggage is damaged?

Should there be an issue with you bag upon arrival in Southampton, a member of the team will be happy to help. You’ll find a free phone at our help point within Arrivals or a Baggage Enquiries desk near check-in (select times).

Not answered your question? Call our team on 0344 481 7777 for further help.

2

Security

Transparent, resealable bag

How big can the transparent, resealable bag be?

The capacity must not exceed 1 litre (20cm 20cm, or 8in x 8in). Bags are available free of charge at the airport.

How many resealable bags am I allowed?

Only one bag may be carried per passenger.

Hand luggage content - Foodstuffs and liquids

Can I take liquids in containers over 100ml?

Not in hand luggage. Any liquids in containers over 100ml have to be packed in your main baggage that you check into the aircraft hold.

Can I take my wedding cake in my hand luggage?

You can take most solid food, including wedding cake. Food in sauces or dishes that have a high liquid content will need to be in containers 100ml or less, and will need to go into a transparent, resealable bag.

Can I take yoghurts and fruit juices in hand luggage?

Yes, but these need to be in containers 100ml or less, and have to go into your transparent, resealable bag.

Can I take sandwiches/food through Security?

Yes you can take sandwiches through, however no liquids over 100ml are allowed which includes yoghurts and drinks. More information about Security.

Can I take contact lens solution as hand luggage?

Yes, provided it is in a container 100ml or less inside a transparent, resealable bag.

Hand luggage content - Toiletries

Can I take make-up and deodorants on board in my hand luggage?

Yes, you can take on board all solid cosmetics. You can also take atomiser/cream/roll-on deodorants in containers up to 100ml. These will need to go in a transparent resealable bag.

Can I buy cosmetics, toiletries and drinks after security?

Yes. If you are on a direct flight to your destination, you can fly with everything you buy after security.

Hand luggage content - Phones, cameras, electrical items

Can I take items such as an MP3 player, a portable DVD player and a laptop?

Yes, there are no limitations on electrical items. We will ask for items to be removed and screened separately - laptop computers and large electrical items must be removed from hand baggage and placed in the trays with other belongings.

Digital cameras and mobile phones - Can I take these through security?

Yes, but please place these items in your hand luggage or your jacket so that they can go through the X-ray machine.

Batteries - Can I carry spare batteries in my hand baggage for my electrical items?

Yes, you can.

Camera films - Do the increased security measures affect these?

No. Independent tests undertaken by the British Photographers' Liaison Committee (BPLC) to establish the full and exact details of any potential film damage caused by baggage screening machines at airports, have given the all-clear to current hand-luggage x-ray inspection systems of the kind installed at Southampton Airport.

Gas hair tongs - Can I carry these in my hand baggage?

Yes you can but you are only allowed to carry one gas cartridge that is in use and housed in the tongs.

Hand luggage content - Sharp items

Nail files and nail scissors - Can I take these on board?

Yes, providing the blades are no longer than 6cm.

What about knitting needles?

Knitting needles are allowed.

General

Will I have to take my shoes off?

You should remove your footwear for security screening only if you are asked to do so by a security officer.

What about umbrellas?

Umbrellas are permitted. They will be X-ray screened at security.

Can I carry glass items on?

Yes.

I have a metal implant, do I need to bring any additional documentation with me to the airport?

Passengers with metal implants, such as artificial knees and hips, do not require any additional documentation to travel.

Can I take candles with me?

Yes you can carry candles in your hold or hand luggage.

Medicines

What quantities of liquid medication can I take with me?

Passengers are allowed to take essential medicines sufficient for their journey. Amounts under 100ml should be placed in a transparent, plastic bag with other liquids.

For amounts over 100ml, supporting documentation from a relevant qualified medical professional (eg a letter from your doctor or prescription), is required.

All liquids should be presented at security for x-ray inspection. Additional tests may be conducted.

I carry insulin and hypodermic needles. Is this allowed?

Yes, you are allowed to carry both the insulin and needles.

I would like to carry some non-prescribed medicine in tablet form, such as paracetamol. May I do that?

Yes, you can. There is no limit to what you carry in tablet or pill form, whether it is prescribed medication or not.

Can I carry an EpiPen in my hand luggage?

Yes.

I am asthmatic, can I carry an inhaler?

Yes you can.

I have a spray for angina. Is this allowed?

Yes, you may carry essential medicines for the trip.

May I carry a blood pressure monitor in my hand luggage?

Yes, provided it complies with your airline's hand luggage rules.

Can I carry my homeopathic medication, which is in liquid form, in my hand luggage?

The rules for homeopathic medicines are the same as for other liquid medicines.

Families and babies

Am I allowed to take my child’s pushchair to the gate?

Yes, you are allowed to take pushchairs, prams and buggies to the gate. These items will be subject to search.

Can I take milk powder with me to make up a bottle of milk on the plane?

Yes, you can carry milk powder.

What about a bottle or carton of prepared milk or sterilized water?

If you are travelling with an infant, these items can exceed 100ml and do not have to fit into the resealable bag. However, the amount must be sufficient for your journey and these may be subject to additional tests

What happens if the baby can only tolerate non-dairy and needs Soya or rice milk?

If you are travelling with an infant, these items can exceed 100ml and do not have to fit into the resealable bag. However, the amount must be sufficient for your journey and these may be subject to additional tests

What about jars of baby food?

If you are travelling with an infant, these items can exceed 100ml and do not have to fit into the resealable bag. However, the amount must be sufficient for your journey and these may be subject to additional tests

Can we take baby/children's car seats?

Car seats can be taken as part of hold baggage, please check with your airline and speak to a member of check-in on the day.

Can we carry children’s liquid medication in our hand luggage?

Yes, carry sufficient for the trip and in containers of less than 100ml capacity.

Exceptional items

I have a musical instrument - Can I take this on board?

Yes, but please contact your airline.

I have a hat box. Can I take it with me in the cabin?

Yes, but please contact your airline.

Can I take a wedding dress on board?

Yes, but please contact your airline.

Padlocks on baggage

Can I still padlock my hold luggage? Or does it have to be left open?

Yes, you can still padlock it, or use a combination lock.

3

Parking

Booking car parking at Southampton Airport

How do I make a booking?

To make your booking visit our car parking booking site www.southamptonairport.com/parking and simply select your dates and times for arrival and departure. You will then be prompted to complete your passenger and payment details. You will be sent an email confirmation and tickets which you will need to print out and bring with you.

What payment methods are accepted?

There are a number of payment methods accepted including Visa Debit, Visa Credit, MasterCard Debit, MasterCard Credit and American Express.

Can I book a disabled space?

Disabled spaces cannot be pre-booked but all our car parks have disabled spaces for use by blue badge holders. For more information see our blue badge parking page.

Can I book at short notice?

You can book up to 2 hours before arrival. If products are not available this close to departure you can turn up at the car park and pay the daily gate rate.

How far ahead can I book?

You can book up to a year in advance.

Why is there no availability for the dates I am trying to book?

If you cannot find availability for a particular product it is likely that the product is either fully booked or you do not meet the booking conditions for that particular product. It is unlikely that you will find no availability, however if you do please contact us on 0345 222 0541.

Why do you need to know my car registration number?

By giving us your car registration number you benefit from entry to the car park using cameras that recognise your registration number on entry and exit. This makes entering and leaving the car park seamless.

Do I need to hand my keys in?

All our car parks are self-parking facilities meaning there is no requirement for you to hand over your keys.

Does booking guarantee me a space?

Yes by booking in advance you are guaranteed a space in your chosen car park although you will not be able to choose which space you get. If you would like to park as close to the terminal on the ground floor then our Priority parking is the most convenient option.

Are there any height restrictions in place?

The maximum height in our short stay car park which also applies for priority parking is 2.2m. There is no height restriction in our long stay car park.

Do you offer motorcycle parking? How much does it cost?

Yes. There is motorcycle parking in our short stay car park and it is free of charge (our barriers are motorcycle friendly).

Post booking questions

What do I do if I have not received my booking confirmation?

If you have not received your booking confirmation email then please first check your email spam folder. If it is not in there then please go to the manage my booking facility and select the option to re-print email. If you are still experiencing issues then please contact us on 0345 222 0541.

Do I have to tell you if I am coming in a different car than I said when I booked?

If you are travelling in a different car please let us know the change of number plate to make entry and exit seamless. You can do this either in the manage my booking facility of our online booking site or by contacting us on 0345 222 0541. Please ensure that you bring your booking confirmation with you.

I’ve been double charged for parking, how do I get a refund?

Please contact our call centre on 0345 222 0541, they will be able to deal with this for you.

Amending/cancelling a booking

Can I change or cancel my booking?

This depends on the product that you have purchased. To find this out please visit the manage my booking facility on our online booking site.  

How do I “manage my booking”?

You can amend your booking in the manage my booking facility on our online booking site. If you do not have access to the internet then you can phone our call centre on 0345 222 0541, they will be able to amend your booking for you.

Getting to the car parks

What co-ordinates do I enter into my satnav to get to Southampton Airport?

The co-ordinates for Southampton Airport are (Latitude/longitude: 50:57:01N (50.95039); 1:21:42W (-1.36155). You can also use postcode SO18 2NL. This will take you to the terminal building and you can then follow the signs to your car park. For more information and directions to the airport see our getting to the airport page.

Entering and leaving the car park

What do I do when I get to the car park?

Your booking confirmation will have instruction on what to do when you get to the car park. These vary depending on which parking product you have booked.

How do I use my car parking reservation?

On arrival

On arrival, pull up to the barrier and wait up to 15 seconds for the vehicle registration to be scanned. If the registration is recognised, a ticket will print with the booking reference above the barcode. If a ticket is not automatically produced, DO NOT press for a ticket, please use the intercom button to speak with the car park operator who will issue you with a ticket. Upon your return, drive straight to the exit, insert the ticket and barrier will raise.

Once you have entered the car park it will depend on which parking product you have booked. Full instructions can be found on your confirmation email but if you are not sure there are signs which you can follow.

On departure

The car park uses a number plate recognition system to match you to your reservation. You will be given a ticket on entry to the car park (a recognised booking will show a series of numbers just above the barcode). As long as you return within your reservation times, simply enter the ticket into the exit column and the barrier will raise.

Do I have to put my credit/debit card details into the machines at entry or exit to the car park?

If you have pre-booked your car parking then there is no need to put your card details into the machines at any point. If you have not pre-booked then you will need to pay either by card or cash before leaving the car park at one of our payment machines located at the front of the car park nearest the terminal building.

What if my return flight is delayed and I go over my pre-paid parking period?

Please contact the call centre on 0345 222 0541 to advise.

What if I arrive early before my pre-paid parking period?

Car parks are priced per 24 hour period or part thereof. If your actual entry time changes from that specified in your booking, you will be liable for an additional £15 charge unless this takes your booking into the next 24 hour period in which case you will be liable for an additional day’s charge at the current drive-up tariff.

I’ve lost my car park ticket, what should I do?

Proceed to the exit barrier, press the intercom, explain you have lost your ticket and quote the booking reference or vehicle registration number and name on the booking. The car park operator will locate your booking and allow exit. If you are not pre-booked the car park operator can send you a ticket to the exit barrier for payment.

Where can I pay for my car parking?

You can pay for your car parking at anyone of our pay stations. These are located on the ground floor lobby of the short stay car park and at all of the bus stops in the Long Stay car park. For pick up and drop of passengers payment can be made at the exit barrier.

Why can’t I park outside when dropping off?

Our pick-up and drop-off area is a safe, under cover facility located on the ground floor of the short stay car park and in the long stay car park. For safety reasons passengers should not be dropped off or picked up on airport roads.

In the car park

What happens if my vehicle breaks down in the car park?

Go to the office located on the ground floor of the short stay car park or use the intercom on the payment machines in the long stay car park. Often the car park will be able to jump start your vehicle for free depending on size and type of vehicle. For large vehicles it may require a third party, in which case a charge may be payable. In all cases you should ensure that you authorise the procedures being employed in respect of your particular vehicle.

What happens if I damage another vehicle?

In the unlikely event of this happening, you must report the incident to the car park operator either at the office located on the ground floor of the short stay car park or using the intercom on the payment machines if in the long stay car park. Do not leave the car park without reporting the incident. T/C’s apply

What happens if my vehicle is damaged in the car park?

In the unlikely event of this happening, you must report the incident to the car park operator either at the office located on the ground floor of the short stay car park or using the intercom on the payment machines if in the long stay car park. Do not leave the car park without reporting the incident. T/C’s apply

Post travel questions

How do I register a complaint or comment?

If you would like to register a complaint or feedback on your parking experience at Southampton Airport then please complete our online feedback form.

Contact

How do I get in contact

For any queries please contact our call centre on 0345 222 0541 or email Parkingenquiries.Southampton@apcoa.com.

If you have any feedback on our car parking please fill in our feedback form.

4

Destinations and Airlines

Baggage Allowances

What is the baggage allowance for my flight?

Please check with your airline.

Airline contacts

How do I contact one of your airlines?

If you need to contact one of our airlines regarding a booking or to give feedback please visit our airlines page.

Destinations

Where can I fly to from Southampton Airport?

Take a look at the destinations page to see where you can fly.

Will you be operating flights to... next summer/winter?

An up to date list of our destinations is available on our destinations page. For new routes please keep an eye on our Twitter page or sign up to our emails where these are announced.

5

Complaint or Feedback

Feedback about the airport

Feedback and suggestions

If you would like to send us feedback or suggestions please fill in our feedback form. If your suggestion is regarding routes please fill in our destination survey.

Praise a member of staff

If you would like to praise a member of staff please fill in our feedback form.

Airline feedback

Feedback about airlines

If you need to contact one of our airlines regarding a booking or to give feedback please see our airlines page.

6

Disruption

Will my flight be cancelled by poor weather?

During disruption we advise passengers to check with their airline and check-in as normal. If you have any questions please contact your airline who will be able to help you.

Updates during disruption

For general updates during disruption please see our website www.southamptonairport.com or follow us on Twitter. For specific updates regarding your flight please contact your airline.

My flight has been cancelled. What do I do?

If your flight has been cancelled please contact your airline who will be able to re-book you.

7

Travelling to and from the Airport

I’m driving to the airport, how do I get here?

The co-ordinates for Southampton Airport are (Latitude/longitude: 50:57:01N (50.95039); 1:21:42W (-1.36155). You can also use postcode SO18 2NL. This will take you to the terminal building and you can then follow the signs to your car park. For more information and directions to the airport see our getting to the airport page.

How can I get to the airport using public transport?

It is easy to get to Southampton Airport using public transport. Southampton Airport Parkway station is only 99 steps for the terminal and there are a number of bus routes. You can find information about getting to the airport using the train or bus.

Do you have a map of the area?

You can see the area around the airport on Google maps here.

What is the journey time to Southampton city centre?

You can find information about travel to the city centre on our getting to the city page.