ASCEND Airways - Contact us

Welcome to our
passenger area

We operate flight on behalf of our airlines and tour operator customers, and do not sell tickets directly
to the public.

We are regulated by the UK Civil Aviation Authority and pride ourselves on providing a safe, reliable, and friendly service. From all of us at Ascend Airways, we look forward to welcoming you onboard very soon.

Departure information

All the information you need for a hassle-free flight is in our handy checklist below.

Customers are advised to arrive at the airport at least 2 hours before the scheduled time of departure to allow time for check-in, baggage, and security.

Check-in will close 45 minutes before the scheduled departure time and the gate shall close 30 minutes before the scheduled departure time.

For baggage information please contact your tour operator, travel agent, or ticketing airline (original carrier).

Delays and cancellations: for information on your rights please visit Delays and cancellations | Civil Aviation Authority (caa.co.uk).

To request Special Assistance please contact your tour operator or ticketing airline (original carrier) and we will ensure the best service possible to provide you with a smooth and seamless journey.

Customer Service Contacts

If you require further assistance beyond your flight operator, please get in touch with the  Ascend Airways team at [email protected].

Travelling on a TUI flight operated by Ascend Airways

Ascend Airways will operate flights on behalf of TUI between May and October 2024 to provide additional capacity during busy periods. This means that TUI customers will have even more options when it comes to things like destinations and travel times. If you have booked your holiday or flight with TUI and you have been notified that your flight will be operated by Ascend Airways here is some useful information for you and you can learn more about Ascend Airways and our aircraft.

If your flight is operated by Ascend Airways on behalf of TUI, it means that you will get TUI’s usual high standard of service and support at the airport, on board the aircraft and on arrival at your destination.

And, if for any reason your flight is changed significantly, or you experience disruption, TUI will help you sort things out and find you an alternative flight if needs be like they would if you were travelling on a TUI aircraft.

TUI will make sure that if a transfer is included, your transfer will meet you on arrival. And if you need help while you’re away, you can message TUI directly 24/7 through the TUI app or by calling +4420 38 303 111.
You can check in, add Advance Passenger Information, download or print your boarding passes, and book flight extras by calling 0203 451 2688 for your trip or in Manage My Booking on the TUI website or in the TUI app. Alternatively, you can check in at the TUI desks when you arrive at the airport.
To find out more about what you can expect on your flight and how to manage things like seating, luggage and check-in, please see the TUI airlines partner page TUI Airline Partners | TUI.co.uk.

Customer Service Contacts

If you require further assistance beyond your flight operator, please get in touch with the Ascend Airways team at [email protected].

Sustainability Policy

Ascend Airways’ Sustainability Policy aims to enhance the experience for everyone and everything our business interacts with including, but not limited to, our people, customers, other businesses, suppliers, local communities, and the environment by consistently achieving our objectives.

We will be taking the following steps to meet our targets.

Investing in the latest technology passenger aircraft. Our fleet will consist of new-generation Boeing 737 aircraft, both NG and MAX variants with a focus on adding further MAX variants as one of the most fuel-efficient aircraft in operation in the world today.
Reduce emissions through safe, efficient, and effective operating procedures.
Working closely with our customers to inform them on emissions, aiming to eliminate or reduce the number of positioning flights and making informed decisions on where to fly from.
Working with our suppliers and customers to offer flights using Sustainable Aviation Fuel (SAF).
Introduce a policy that any new aircraft added to the fleet must meet Chapter 4 noise criteria.
Reduce the use of plastics onboard our flights by, whenever possible, using bamboo cutlery, meal boxes made with sustainable cardboard, use of reusable crockery, melamine and stainless-steel catering equipment and linen napkins will also be preferred to single-use alternatives.
Water will be available in sustainable recyclable paper cartons on request.
Engage with the wider aviation industry and partners to understand, develop, and where possible, adopt new technology, capabilities, and operating procedures as they become available to continually improve our sustainability strategy and reduce emissions.
Implement policy across our wider business to ensure sustainability targets are met including areas such, as but not limited to;
- General procurement policy.
- Any business vehicles and ground equipment will where possible be EVs and electrically powered.
- Business travel.
- Energy efficient offices and business practices (either directly or in conjunction with any landlords and to include EV charging points where possible as well as energy efficient heating and power supply).

Our wider objectives

We will nurture and sustain our caring culture, empowering and engaging all employees to embrace our social values and the environment in which we operate.

Be recognized as an exemplary, socially, and environmentally conscious airline.
Be regarded by our employees as an employer of choice that improves working lives.
Be positively regarded by our local communities, customers, partners, and stakeholders that establish and sustain partnerships with like-minded customers and suppliers.
We are continually reviewing our policy and sustainability will be a standing agenda item at our Board meetings. We will review our Sustainability Strategy annually and track our progress against our targets. Emissions reports will be added to our Compliance Board meetings.

POLICIES

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