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Common questions and answers

Follows a list of the most common questions and answers. Read them before you contact customer services to receive an answer as quickly as possible. Find your question by clicking on the following headings.

Baggage
Travelling with animals
Flight information
Claims
Opening hours
Taking goods out of the country

Currency exchange
VAT refunds and VAT control
Hotels
Passports, visas and ID cards
Prams
Smoking


Baggage

Delayed/lost baggage
Fill in a lost baggage form with your airline. When your baggage arrives, the airline will contact you and decide a time for delivery. You can track your baggage with the help of your ten-digit reference number. Contact your airline/tour operator, or respective ground handling agent as they take care of your lost baggage.

Who do I contact if I notice that my baggage is damaged after arriving home?
Contact your airline or your tour operator.

Measurement and weight of baggage? How much does excess baggage cost?
Contact your airline or tour operator. Weight, measurements and prices for excess baggage vary between the different airlines, destinations and class of ticket.

Where shall camera film be kept when travelling?
The x-ray equipment used for checked-in baggage can damage exposed and unexposed film. Therefore, always pack your camera film in your hand baggage.

Is there a left-luggage office or lockers?
Left-luggage lockers are located in Terminals 2, 4 and 5. They come in various sizes - one suitable for golf bags or skis. They are paid for with coins or credit/debit card, in Swedish crowns or euros.

Travelling with animals

Can I take animals with me in the terminals?
Only guide dogs and animals with travel documents are allowed in the terminals. The latter relates to animals that are travelling by airplane to or from the airport. Dogs serving the police or customs are also permitted.

Which regulations apply when bringing in animals?
Questions related to the bringing in and taking out of animals are managed by the Swedish Board of Agriculture.

What applies when travelling with animals?
Contact your airline or tour operator to find out more about what applies to your trip.


Flight information

Where can I find departure and arrival times for my flight?
This information should be detailed in your travel documents. For questions, first contact your airline or your tour operator.


Claims

Who do I contact to make a claim?
If you would like to make a claim regarding your trip or damaged baggage, contact your airline or tour operator.

Opening hours

Are the duty free shops and other shops open early in the morning?
Yes, the shops after security control always open one hour before the first departure and close together with the final departure.

What are the terminals opening hours?
The airport is open 24 hours a day, with the exception of Terminal 3 which closes at night.

Are there any restaurants, cafés and food stands open at night?
Grand Café Stockholm in the Terminal 5 arrival hall is open 24 hours a day. There are self-service drinks and sweets machines in Terminals 2 and 3. Cafés and restaurants inside airport security are open as long as there are departing flights.

Regulations for taking goods out of the country

When taking goods from Sweden to a non-EU country, contact the respective country's embassy or consulate for more information. When taking goods from Sweden to another EU country, contact Customs.

 

Currency exchange

Are there cash machines with foreign currency?
There are cash machines in Terminals 2, 4 and 5 and in SkyCity. In the cash machines in the Terminal 5 departure hall you can withdraw cash in euros.

Which currency exchange offices are located at Arlanda?
Forex, SEB Exchange and X-Change.

VAT refund and goods control 

Can I receive money back on goods I have bought in Sweden?
Terminal 2 - Goods control and VAT refunds take place in the departure hall.
Terminal 5 - Goods control takes place in the departure hall. VAT refunds take place in the transit area, at Global Refund's currency office.

Hotels

Are there day hotel rooms/rest rooms?
Yes, at Radisson Blu SkyCity Hotel you can rent a room daily between 9:00 and 18:00 for four and eight hour periods. For more information, contact the hotel.

In SkyCity, near Terminal 4, there is the hotel Rest and Fly where you can rent a simple hotel room close by the airport. Day rooms can be rented between 06:00-20:00 to allow the chance to rest and shower. Here you can shower at a cost even if you do not rent a room.

Are there hotels in the surrounding area?
Yes, contact, Destination Sigtuna or Stockholm tourist office for more information. They can provide you with prices and room availability for all hotels in the surrounding area.

 

Passports, visas and ID cards

Old, broken or forgotten passport?
The passport police at Arlanda only issue temporary passports. The simplest way to get to the police is by taking bus ALFA or BETA from the terminals.
Swedish Police website
Map of route directions to the Swedish Police

Visas
Questions about visas when travelling to other countries are answered by the embassy or consulate from the country in question here in Sweden.
Swedish Ministry for Foreign Affairs

Prams 

Are there prams that can be borrowed at Arlanda?
Terminal 5 has fifty prams to borrow. For information about the other terminals, contact your airline/tour operator or ask at the check-in desk what is applicable to your trip.

Can prams be taken to the gate?
The majority of airlines at Arlanda want prams to be checked in at the departure hall. Contact your airline to find out what applies for your trip.

Can bags for my pram be borrowed at Arlanda?
No, bags can not be borrowed, but you can usually purchase one at check-in for a small fee.

Smoking

There are smoking rooms at:

  • Terminal 2, entrance A, beside the runestone on level 3
  • Terminal 5, gate 3
  • Terminal 5, gate 13
  • Terminal 5, on level 3 after the large duty free shop
  • Terminal 5, on level 4, by gates F65 and F67

Prams