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FAQ - Frequently asked questions

Please find below frequently asked questions and answers to these.

  • Flight Schedules
  • Custom services
  • Baggage Claims
  • Airport Parking
  • Lost-and-found
  • Assistance Services
  • VIP check-in
  • Passport Services
  • Foreign Exchange Services
  • Cargo
  • Safety Guidelines
  • Excursions at the airport
  • Insurance Services
  • Rental of retail space

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/

Source


Prague Airport Information

In this guide we may refer to locations as "landside" and "airside". Landside is the public area of the terminal located in the non-secure zone, before security. Airside is the secure area of the terminal that you must reach by going through security.

Airport Lounges

If you are an economy class traveller, you can enter these lounges at Prague airport either by purchasing a lounge pass or through a membership program. Visit the individual lounge page for more details (ie. facilities, hours, pass and membership information):

  • Mastercard Lounge - Location: Terminal 1, Airside, 1st Floor. Showers are available. Hours: 5:30AM - 11:30PM (Daily). Lounge Access: Pay at the Door (CZK 720)
  • Menzies Lounge - Location: Terminal 1, Airside, Level 2. Non-Schengen flights only. Showers are available. Hours: 7:00AM - 7:00PM (Daily). Lounge Access: Book Online (£22.00)
  • VIP Service Club Continental - Location: Terminal 1, Airside. Showers are available. Lounge Access: CZK 3 900 (approx. EUR 156) - 1 person • CZK 5 500 (approx. EUR 222) - 2 persons • CZK 7 000 (approx. EUR 280) - 3 persons • CZK 8 400 (approx. EUR 336) - 4 persons
  • Erste Premier Lounge - Location: Terminal 2, Airside, 2nd Floor. Showers are available. Hours: 5:00AM - 10:00PM (Daily). Lounge Access: Pay at the Door (CZK 720)
  • Menzies Lounge - Location: Terminal 2, Airside, Level 3. Schengen flights only. Showers are available. 7:00AM - 7:00PM (Daily). Lounge Access: Book Online (£22.00)
  • Citigold Lounge - Location: Terminal 2, Landside. Showers are available. Lounge Access: CZK 850 / 1 person / 2 hours
  • VIP Lounge - Location: Terminal 3, Airside. Hours: on request. Lounge Access: CZK 499 / 1 person / 2 hours

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Airport WiFi / Internet

Free WiFi is available at Prague Airport. Connect to the "prg.aero-free” network.

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Airport Hotels

If sleeping in Prague Airport does not appeal to you, there are hotels near the airport:

  • Rest and Fun Center - Located inside the transit (airside) area of Terminal 1. You must be a transit passenger or flying from Terminal 1. You must have a boarding pass for a flight from Terminal 1. If visiting the center earlier than 2 hours before your flight, you must have your luggage with you. Nine rooms are available for day use (8:00AM to 6:00PM; no reservation required) or overnight (6:00PM to 8:00AM; 48-hour advanced reservation required).
  • Courtyard Prague Airport - (2 minutes from the airport) Located at the airport between Terminals 1 and 2. No airport shuttle is available.
  • Holiday Inn - (2 minutes from the airport) Located 300 meters from Terminals North 1 and 2, next to the Travel Service building. Free airport shuttle available 24-hours, upon request via hotel reception or free intercom near Exit D from both terminals.
  • Ramada Airport Hotel - Located at the South Terminal 3. Free airport shuttle from Terminals 1 and 2. Shuttle Hours: 24-hours on request. Pick-up is available from terminals 1 and 2. Use the courtesy phone or call +420 220111250 to request a pick-up.

To see more options there is a list of hotels near Prague Airport on Tripadvisor that can be sorted by price, distance, traveller rating and popularity.

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More Services, Facilities & Things To Do On A Layover At The Airport

  • Airport Tours - The airport offers two hour tours. Visit the rescue and fire station, dispatch areas, cargo zone, lounges and other passenger facilites. Location: the tours start and end in Terminal 3 (the old terminal). Departures: see tour schedule here. Reservations: Required. Rates: CZK 150. 
  • ATMs / Cash Machines - ATMs are located landside in the Arrival Halls of T1 and T2.
  • Baby Care Facilities - Located airside in T1 and T2 are special rooms designated for travelers with small children. These rooms provide a peaceful and private environment away from the crowds, with microwaves, diaper changing facilities, baby cots, play areas and more. If you just need to do a simple and quick diaper change, changing tables are available in most restrooms throughout the airport. Strollers are available for use, free of charge, throughout the transit area, all the way to your gate! Pick one up behind Passport Control in T1 or behind security check, on the right side, in T2.
  • Car Rentals - Yes, see our Airport Transportation section below.
  • Children's Play Area - This airport does not skimp on the play areas! Slides, climbers, toys and more are available in two large Children’s Corners. Locations: T1, airside, behind Passport Control, on the left-hand side • T2, airside, left-hand side. Additionally, there are several mini play areas designed for children ages 3 - 8 years old, with interactive toys and building blocks. Locations: T1, airside, Gates A6-A9 / Gates B7-B9 / ground floor towards the rear end of Pier B • T2, airside, Pier C (ground floor) and Pier C (rear end) In the connector between T1 and T2 is the Bambule toy shop, with swings, climbers, and aviation-themed toys in the store’s play area. Need more? There are mechanical riding toys for the little ones located throughout the airport, and a play area with popular board games for older kids located landside in the T2 Departure Hall.
  • Currency Exchange - Interchange currency exchange offices are located landside and airside in T1 and T2. Most locations are open from 6:00AM - 11:00PM, but you can find 24-hour branches landside in the Departures area of T1 and T2. Foreign currency ATMs are available in T1, at the landside Departures Hall and airside in the Transit pass. ATMs are available from 6:00AM - 10:30PM.
  • Duty Free & Shopping - A wide variety of duty-free and retail shops are available in the airport. 24-hour shopping is possible with these three duty-free shops: Prague Duty Free Express (T1, airside, Level 1) • Dufry Shop (T1, airside, Level 1) • Dufry Shop (T2, airside, Level 2).
  • Food & Drinks - Food concessions throughout the airport operate with varying schedules. Letiště Praha is open 24 hours. Location:T1, airside, Level 2.
  • Information Desk - Main desk location: T1, landside, Arrivals Hall. Hours: Open 24 hours. Other information desks are located landside and airside in T1 and T2.
  • Luggage Storage & Lockers - Rate: 120 CZK per luggage, per day Location: T1 and T2, near the baggage reclaim area Hours: Open 24 hours.
  • Luggage Wrapping - Protect your luggage and its valuables with shrink wrap. Two locations: T1, landside, Departures Hall, near entry/exit A • T2, landside, Departures Hall, entry/exit D.
  • Museum - Watch documentaries and view large format photographs and maps in the museum. Location: Terminal 2, landside, in front of the Observation Deck entrance. Rate: Free
  • Observation Deck - There are two viewing terraces available. There is one located airside in the T1 transit area. Enter through the Prague Restaurant. The second observation deck is located in the public area of T2 Departure Hall, near the entrance to the connecting corridor between T1 and T2.
  • Pharmacy - Location: T2, landside.
  • Post Office - Česká Pošta Location: landside, in the connector between T1 and T2 Hours: 8:00AM - 6:00PM Mon-Fri and 9:00AM - 2:00PM.
  • Prayer Rooms - An interfaith prayer room is available airside in T1.
  • Rest Areas - The Kooperativa Relaxation Zone has comfortable seating, high-speed WiFi access, flight info display screens and point-of-sale travel insurance kiosks. Location: T2, airside, 1st floor, between Piers C and D. @gutzanu on Twitter let me know that there are seats with footrests located airside near Gate A4.
  • Rest and Fun Center - If you are a passenger transiting through or flying out of T1 (non-Schengen), you can enjoy a fun and relaxing layover in the Rest & Fun Center! The Rest & Fun Center offers an internet cafe and PC corner, refreshments, TV, WiFi, showers (fee), Xbox and more. For long layovers, you can rent a private mini-lounge to finish office work, play Xbox games, watch a movie or two, or enjoy some private family play time with your little ones. Maximum capacity is 4 people, and the rate starts at € 12 for a 2-hour stay. Hotel room-style overnight relax lounges are also available to rent for overnight stays. At least 48 hours notice is required if you wish to rent an overnight relax lounge for a stay between 6:00PM - 8:00AM. Contact the airport for entry requirements and rates. Location: T1, airside Hours: Open 24 hours.
  • Showers - Showers are available, for departing passengers only, at the Rest & Fun Center, T1, Airside. Rate: 99 CZK for 30 minutes, including towels and shower products. Showers are free at the Rest & Fun Center if you rent one of the lounges. In T2, a shower is located airside in Pier D, opposite the ERSTE Premier Lounge. Towel and key are available at the lounge for a deposit of €10. Showers are free of charge.

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Airport Hours

The airport is open 24 hours.

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Airport Transportation: Getting To/From The Airport

Bus

Bus 119 runs a 15-minute journey between the airport and Nádraží Veleslavín metro station, for access to Metro Line A.
Bus 100 runs an 18-minute journey between the airport and Zličín metro station, for access to Metro Line B.
The Airport Express runs a 35-minute route between the airport and Prague’s main train station (Praha hlavní nádraží), for access to Metro Line C and connections to numerous trains (SC, EC, IC and EN) and tram lines.

Airport bus stops are located at Terminal 1 and Terminal 2 (in front of Arrivals Hall). Tickets are sold from 7:00AM - 10:00PM at the Public Transport counters in the Arrivals Halls of both terminals, and also available from automated ticket machines at the bus stops (cash only) or from bus drivers (cash only). Fares start at 32 CZK. For information on routes, schedules and the numerous ticket options available, visit the Prague Public Transit Co. website. Discounted train/Airport Express bus combination tickets are available through Czech Railways and RegioJet.

Intercity luxury coaches pick up and drop off passengers at Terminal 1, under the elevated highway at Parking Lot C. Services are available between the airport and these destinations: CBS Florenc, Karlovy Vary, Brno, Jihlava, Černý most, Liberec, Zličín, Plzeň, Ostrava, Zlín and Česky Krumlov. Tickets are sold in Terminal 1 (Arrivals Hall) and onboard the bus.

Car Rentals

Car rental desks are located on the ground floor of Parking C. The following agencies operate onsite: Avis, Budget, Czechocar, Dvořák, Europcar, Hertz, Rent Plus and Sixt.

Minibus

Cedaz offers a minibus service between the airport and city center, which operates daily from 7:30AM - 7:00PM. Minibuses depart every 30 minutes for the 30-minute journey, running between Terminal 2 (Exit E), Terminal 1 (Exit F) and V Celnici Street in front of the CSA terminal (just 50m from the Republic Square). One-way fare is 150 CZK per person, including 1 checked bag and 1 carry-on bag. Oversized luggage is not allowed on the minibuses. Tickets are sold at Cedaz information counters located in the Arrivals Halls of both terminals, near Exit E. Advanced reservations are not required.

Taxi

Taxi service counters are located in the Arrivals Halls of Terminals 1 and 2. Taxis are readily available just outside of the exits. AAA Radiotaxi and Fix Taxi are the official airport taxi operators.

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Last Updated: 24 March 2017

The information in this Airport Guide is based on information collected and/or received from the airports and their web sites. The information above is subject to change without notice. Use it for informational purposes only to help you during your stay. To report errors, or to add/change any items mentioned in the guide, please email us at guides@sleepinginairports.com.

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