Frequently Asked Questions

You can book between 36 hours and 10 hours before your flight's scheduled departure. We recommend booking early to secure your preferred time slot. Bookings are only confirmed once you receive a confirmation from us by email or through the platform.

Yes — amendments are accepted within 3 hours of making the booking, or at least 24 hours before your scheduled flight departure, whichever comes first. After this window, bookings are final and cannot be amended.

We accept K-net, credit card, and debit card. Full payment is required at the time of booking to confirm your reservation.

Yes, a third party can make a booking on your behalf. However, all passengers included in the booking must still be present at the pickup address with valid identification. If the person is authorised to handle the bags on your behalf, this must be stated in writing in advance.

Yes — your boarding pass is printed and handed to you at home during the pickup, before our agent leaves. You arrive at the airport with everything you need and go straight through to immigration. No check-in queues, no counters.

All passengers included in the booking must be present at the pickup address with a valid passport. For eligible GCC flights, other accepted forms of identification may apply. Our agent cannot process a booking without identity verification — this is a mandatory security requirement.

If no one is present at the pickup address within 20 minutes of the agreed start time, our agent will leave and the booking will be cancelled. No refund will be issued in this case.

Your check-in follows your existing Jazeera Airways baggage allowance — whatever bags are included in your ticket will be processed. If you need to add extra bags or if a bag is overweight or oversized, the applicable Jazeera Airways charges will be collected on the spot via K-Net or credit card (our agent carries a card machine). No cash is accepted.

For health and safety reasons, we cannot transport individual bags weighing more than 32kg.

The service is available for Jazeera Airways flights departing from Kuwait International Airport (KWI). You must be located within Kuwait at the time of pickup. Coverage is subject to availability — check our platform when booking to confirm your area is covered.

Yes — you can cancel within 3 hours of making the booking, or at least 24 hours before your scheduled flight departure, whichever comes first. Cancellations outside this window are non-refundable.

All refunds are issued as Jazeera Airways credit. Cash refunds are not available under any circumstances. Refunds are processed within 14 business days of the cancellation being confirmed.

In the unlikely event that a delay caused directly by FlyThru results in your bag missing your flight, we will arrange for the bag to be sent to your final ticketed destination and you will receive a full refund of your FlyThru service fee.

If your flight is cancelled by Jazeera Airways and your bag has not yet been accepted by the airline, you will receive a full refund. If the bag has already been submitted to the airport, we will coordinate the return of your bag and assess the situation accordingly.

All FlyThru vehicles are equipped with GPS tracking and CCTV cameras. Your bags are continuously monitored from the moment they leave your home until they are handed over to Jazeera Airways at the airport. Every handover is signed off by Jazeera's Early Check-In staff.

We cannot accept any item prohibited for air travel under Kuwaiti law, DGCA regulations, or Jazeera Airways' dangerous goods list. This includes firearms, ammunition, flammable and explosive materials, and other restricted goods. You must ensure your bags do not contain prohibited items — you warrant this at the time of handover.

FlyThru's liability is limited to KWD 120 per bag and KWD 250 per booking for loss or damage caused directly by our service. In applicable circumstances, reimbursement may follow the Montreal Convention (up to 1,288 SDRs per passenger) for incidents prior to airline acceptance. Once your bags are formally accepted by Jazeera Airways at the airport, the airline's standard liability applies. We strongly recommend that your luggage is covered by personal travel insurance, as we do not arrange insurance on your behalf.

We are not liable for loss or damage to excluded items, including: electronics, precious metals, jewelry, watches, glass, art, antiques, prescription drugs, fragile or perishable goods, cash, vouchers, or any other valuables. Normal wear and tear — such as damage to wheels, handles, or zippers — is also excluded.

We will not open or search your bag without your consent, unless we are required to do so by government or airport security authorities. As part of our standard process, you may be asked to open your bag for inspection at pickup.

Yes. FlyThru operates in official partnership with Jazeera Airways and is licensed by Kuwait's Directorate General of Civil Aviation (DGCA). However, FlyThru is an independent third-party vendor — Jazeera Airways bears no liability for FlyThru's services.

You can reach us at info@flythru.net or through our Instagram @flythru.kw. For complaints, we aim to respond within 48–72 hours.