Information for Passengers
THIS INFORMATION ONLY APPLICABLE FOR PASSENGERS BOOKED ON FLIGHTS WHERE AVION EXPRESS MALTA ICAO PREFIX “MLH” IS INDICATED NEXT TO FLIGHT NUMBER ON PASSENGER TICKET. FOR FLIGHTS OPERATED BY AVION EXPRESS MALTA ON BEHALF OF OTHER AIRLINES PASSENGERS MUST REFER TO INFORMATION FOR PASSENGERS PUBLISHED BY THOSE AIRLINES.
Passengers are only carried by the Airline if complete and valid travel documents, as well as a valid passport, ID card and visa if required, are presented during check-in. This also applies to any pets travelling with passengers.
Passenger check-in starts 2 hours before the estimated departure time and closes 40 minutes before the estimated departure time.
Only 1 piece of hand baggage per passenger is permitted in the cabin.
This item should weigh no more than 8 kg with the maximum dimensions 55 x 45 x 25 cm (including all handles, side pockets and wheels). It must be able to fit under the seat or in the overhead locker.
We strongly advise you to pack any liquids that you don’t need whilst onboard the aircraft in your hold baggage. However, if you do need to travel with liquids, please be aware of the following restrictions which apply to all liquids you wish to carry through an airport security checkpoint:
All liquids must be in individual containers not greater than 100 ml capacity. They must be placed in one transparent re-sealable transparent bag, no larger than 20 cm x 20 cm in size, and fit inside the bag so it can be closed.
Only 1 bag per passenger is allowed. The bag must be clear and re-sealable, such as ‘ziplock’ bags or bags with pressable seals. Larger bags or bags that are not sealable, such as fold-over sandwich bags are not allowed.
Each passenger must remove their clear plastic bag from their hand baggage and present it for X-ray screening.
Liquids in containers of more than 100 ml capacity can be packed in your hold baggage.
Exemptions to the liquids rule apply for liquid medicine or baby milk/food.
Any lithium batteries (protected against short circuit) or equipment containing lithium batteries MUST be in cabin baggage.
The weight of the baggage permitted for carriage in the hold of the aircraft is 20 kg per passenger. However, this may differ with flights to certain destinations. Please check with the tour operator for details of your specific flight.
The sum of the dimensions of Hold Baggage cannot exceed 158 cm (height + length + width). Any baggage that exceeds the set quantity (in weight, size, or item numbers) is regarded as excess baggage and is subject to fees described in item Baggage Charges.
MAXIMUM HOLD BAGGAGE PIECE WEIGHT
Health and Safety regulations require to limit the maximum weight per single item of baggage to 32 kg. Individual items or bags exceeding 32 kg cannot be accepted for carriage and passengers will be required to re-pack their luggage. This does not affect the baggage allowance.
Baggage pooling is allowed for passengers in the same booking, but the weight of one piece of checked baggage cannot exceed 32 kg.
RESTRICTED ARTICLES AND DANGEROUS GOODS
Dangerous Goods are items that could initiate safety-related risks for an aircraft and people on board the aircraft during a flight. Dangerous Goods are also known as restricted articles, hazardous materials and dangerous cargo. Dangerous Goods may only be transported after being packed accordingly by a cargo handling company holding specific approvals.
For safety reasons, the following items cannot be taken onto an aircraft. Please do not pack them in either hand luggage or checked baggage:
- Flammable liquids and solids;
- Oxidisers such as bleaching powders;
- Organic peroxides;
- Tear gas devices or any gas cylinders;
- Infectious substances such as live virus materials;
- Wet-cell car batteries;
- Instruments containing mercury;
- Instruments containing magnets;
- Fireworks and pyrotechnics;
- Lighter fuel, paints, thinners;
- Poisons, arsenic, cyanide, weed killer;
- Radioactive materials, acids, corrosives, alkalis, caustic soda;
- Creosote, quicklime, oiled paper;
- Vehicle fuel system components which have contained fuel;
- Explosives, ammunition, detonators and related equipment;
- Smoke canisters and smoke cartridges;
- Hoverboards, self-balancing single or multi-wheels, mini segways.
International Air Transport Association (IATA) Dangerous Goods Regulations describe in detail which Dangerous Goods may be transported by air, in what quantities, and how they should be packed.
IATA provisions for passengers and crew you might find here.
Besides the transportation restrictions on Dangerous Goods, there are also restrictions on transporting sporting goods, kitchen utensils, tools and other things with sharp edges or points capable of injuring someone.
You are required to surrender any prohibited items you are carrying before boarding your flight. Airports and airlines are under no obligation to store or return any surrendered prohibited items. Surrendered prohibited items will be disposed of.
Portable electronic devices with lithium batteries
Portable electronic devices for personal use, powered by lithium-metal or lithium-ion cells or batteries may be carried by the passengers and crew. The batteries must not exceed 2 g of lithium for lithium-metal batteries and 100 Wh for lithium-ion batteries.
This size generally covers such consumer electronics as digital cameras, mobile phones, laptops, tablet computers, e-readers, handheld games and medical devices, as portable oxygen concentrators (POC).
Checked baggage: Yes
Hand baggage: Yes
Carrier’s approval required: No
Lithium battery-powered e-cigarettes
E-cigarettes, including e-cigars, e-pipes, and other personal vaporizers may be carried in the cabin bag only. The batteries must not exceed 2 g of lithium for lithium-metal batteries and 100 Wh for lithium-ion batteries. This size covers most e-cigarette batteries.
Checked baggage: No
Hand baggage: Yes
Carrier’s approval required: No
Lithium battery-powered electronic devices
Portable electronic (including medical) devices powered by lithium-ion batteries with a Wh rating exceeding 100 Wh but not exceeding 160 Wh, or portable medical devices powered by lithium-metal batteries with a lithium content exceeding 2 g but not exceeding 8 g may be carried by the passengers and crew. This size generally covers large camera equipment, large drones and extended-life laptop batteries.
Checked baggage: Yes
Hand baggage: Yes
Carrier’s approval required: Yes
Spare lithium batteries
Spare batteries with a Watt-hour rating exceeding 100 Wh but not exceeding 160 Wh for consumer electronic devices and portable medical devices, or with a lithium content over 2 g but not exceeding 8 g for portable medical devices may be carried on board. These batteries must be individually protected to prevent short circuits. A maximum of two spare batteries may be carried in the cabin bag only.
Checked baggage: No
Hand baggage: Yes
Carrier’s approval required: Yes
Power banks are considered as spare batteries and can only be carried in the cabin bag, but do not require the carrier’s approval.
PLEASE NOTE: small lithium battery-powered personal transportation devices including hoverboards, self-balancing single or multi-wheels, and mini segways are considered as dangerous goods. These devices are NOT allowed in either hand or checked baggage due to safety concerns about their batteries catching fire.
SPECIAL AND SPORTING ITEMS
Only non-motorized bicycles accepted. Up to 190 cm (75in) in length, provided they are packed in a recognized bicycle bag and the following conditions are met:
- Pedals have been removed or fixed inwards;
- Handlebars fixed sideways;
- Tires are deflated.
Only diving equipment listed below is accepted on Avion Express Malta Ltd., aircraft provided it is packed in a recognized kit bag and does not exceed the maximum dimensions and weight restrictions for checked baggage. Bags weighing more than 23 kg (51lb) may incur a heavy bag charge. Accepted diving equipment:
- scuba regulator;
- tank harness;
- tank pressure gauge (pressure-sensitive devices may need special packaging; refer to the manufacturer for advice);
- face mask;
- buoyancy control device;
- weight belt;
- cylinder tank (must be empty and presented at check-in for inspection);
- spear guns and harpoons (must be unloaded with the spear/harpoon packed separately).
Golf equipment accepted as checked baggage providing it does not exceed the maximum weight restrictions for checked baggage and is packed in a recognized bag or case to safeguard against damage.
The bag can be up to a maximum size of 190 cm x 75 cm x 65 cm (75in x 29.5in x 25.5in).
A golfing umbrella or parasol carried separately counts as one item of baggage.
Ski and snowboard equipment accepted as checked baggage up to 190 cm (75in) in length provided it is packed correctly. Following conditions should be met:
- Skis and snowboards are packed in a recognized ski or snowboard bag;
- Ski poles packed together with skis;
- Ski boots packed separately from skis or snowboard – either within passenger free allowance or in another bag (any bags over your free allowance are subject to additional charges).
- Surfboards can be accepted as checked baggage providing, they do not exceed the maximum weight restrictions for checked baggage and are packed in a recognized bag or case to safeguard against damage.
- The bag containing the board can be up to a maximum size of 190 cm x 75 cm x 65 cm (75in x 29.5in x 25.5in).
Sporting rackets and sticks
Rackets and sticks are not permitted in hand baggage but can be packed within checked baggage. Any racket or stick carried separately counts as one item of baggage.
A wheelchair is transported without any additional charge if it is required for the mobility of a passenger. Avion Express Malta Ltd., requires passengers to report the use of a wheelchair at least 48 hours before departure.
Battery powered wheelchair with non-spillable wet battery
A maximum of 1 spare battery may be carried per passenger.
Any battery(ies) removed from the mobility aid and any spare battery must be carried in strong, rigid packaging, protected from short circuit and stowed in the cargo compartment.
Battery powered wheelchair with ion battery
Any battery removed from the mobility aid and any spare batteries must be carried in the cabin and protected from damage (e.g., by placing each battery in a protective pouch) and the battery terminals protected from short circuit (by insulating the terminals, e.g. by taping over exposed terminals). A removed battery must not exceed 300 Watt-hours (Wh). In addition, one spare not exceeding 300 Wh or two spares not exceeding 160 Wh are permitted.
Passengers may take with them their sporting and hunting weapons. These weapons are subject to the following security measures, which must be complied with:
- Weapons and firearms can be carried only in hold baggage;
- Weapons and firearms must be carried in strong, rigid packaging, capable of protecting weapons from damage or in their original vendor’s packing;
- The firearms must be unloaded.
TRANSPORTATION OF ANIMALS/PETS (PETC) AND ANIMALS IN HOLD (AVIH)
Avion Express Malta Ltd., accepts the following type of animals in the cabin:
- Pet animals (PETC);
- Service Animals might be:
– Guide dogs;
– Emotional Support Animals – ESA (only dogs).
Pet Animals (PETC)
Only a pet animal may be carried in the cabin of the Avion Express Malta Ltd. aircraft. Passengers carrying pet animal must be in possession of a confirmed reservation for transportation animals. Pets will only be accepted for transportation provided that the passenger holds all required documentation (e.g. valid health certificate and vaccination certification) for entry of all countries of transit and destination. Cats and dogs travelling in/to/within the European Union need a passport and be identified by tattoo or chip.
Avion Express Malta Ltd. permits the transport of animals in the framework of the excess baggage regulations. The crate must have an impermeable bottom, must be placed under the passenger’s seat and the animal must not leave it during the flight.
- Maximum Dimensions for crate: 55 cm x 45 cm x 25 cm;
- Maximum Mass per PETC with the crate: 8 Kg;
- Maximum one PETIC per one passenger.
If conditions above cannot be meet the animals shall be carried as checked baggage in the cargo Compartment.
GUIDE DOGS accompanying a BLIND and/or DEAF customer, and EMOTIONAL SUPPORT ANIMALS (ONLY DOGS) accompanying passenger with mental disability are permitted in the passenger cabin:
They are restricted to a maximum number per cabin of:
- All flights, except to/from USA: 2 Guide Dogs. No ESA allowed;
- All flights to/from USA and any connecting flight which is operated on behalf of Customer’s/client’s company and provided all sectors are included in 1 itinerary: 2 Service Animals in total (Guide Dog and/or Emotional Support Animal);
- Service Animals are not considered as PETS when counting the maximum number allowed;
- In case of 2 Service Animals on board, they must be seated at opposing ends of the cabin (always taking into account the allocation rules of PRM). Dogs must be located at the feet of the passengers;
- During the flight a leash and muzzle must be available and has to be attached to the dog when deemed necessary by the crew;
- Emergency exit row seats cannot be assigned for passengers traveling with Service Animals;
- Ground staff are responsible to verify documentation so passengers could travel with their Service Animal. If the reservation desk is unable to validate the documentation, or if the advance notification is not given, the dog can be transported as PETIC or AVIH.
- Service Animals and the accompanied passenger will be seated taking into consideration the regulations governing the allocation of seats to PRM;
- Whenever the flight is not full, an effort will be made to leave the adjacent seats free;
- The following requirements should be complied if travelling within any country of the European Union:
- Identified by a tattoo or microchip;
- Passport issued by a veterinarian, which certifies rabies vaccine (more than 30 days and less than 12 months);
- Minimum 3 months of age (age required for vaccination).
Expectant mothers with complication-free pregnancies can fly until the end of the 36th week of pregnancy or up to four weeks before their expected due date without a medical certificate from a gynecologist. However, Avion Express Malta Ltd., recommends that expectant mothers beyond the 28th week of their pregnancies carry a current letter from a physician which states the following:
- confirmation that the pregnancy is progressing without complications;
- the expected due date;
- the doctor should expressly state that the patient’s pregnancy does not prevent her from flying. If there are any doubts about the passenger’s length of pregnancy check-in agent has a right to request the passenger to declare this in writing.
PASSENGERS REQUIRING OXYGEN SUPPLY DURING THE FLIGHT
Passengers are allowed to bring their own portable oxygen cylinders not exceeding 5 kg gross weight. Portable oxygen must meet IATA DGR requirements. Prior approval from Avion Express Malta Ltd., is required. Such cases must be coordinated with the airline at least 48 h prior to the flight.
Portable oxygen concentrators (POC) are permitted and in many cases are enough replacement for oxygen bottles.
Note: 150% of battery time is required in POC devices based on the flight time. If necessary additional batteries must be taken and properly packaged.
Medical certificate from physician required stating that passenger is fit to travel alone either with a medical escort.
CARRIAGE OF INFANTS
An infant shall be carried on the lap of an adult passenger or in a certified child seat. If an infant is traveling on the lap of adult passenger one infant should be accompanied by one adult on board the aircraft. Infants are not entitled to their own seat unless an additional seat is booked for an infant traveling in Child Restraint Device (child seat).
To avoid damage to the infant’s health, we recommend that newborn infants under 14 days old are not carried on flights.
CHILD RESTRAINT DEVICES
Child Restraint Devices in the form of a Child Car Seat may be used onboard aircraft for an infant or a child (a separate seat shall be booked in advance for an infant). CRD can be used if the following conditions are met:
- CRD approved for use in aircraft by the competent authority on the basis of a technical standard and marked accordingly;
- CRD approved for use in motor vehicles according to the UN standard ECE R 44, -03 or later series of amendments;
- CRD approved for use in motor vehicles and aircraft according to Canadian CMVSS 213/213.1;
- CRD approved for use in motor vehicles and aircraft according to US FMVSS No 213 and manufactured to these standards on or after 26 February 1985. US approved CRDs manufactured after this date must bear the following labels in red letters:
– ‘THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL MOTOR VEHICLE SAFETY STANDARDS’; and – ‘THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT’;
- CRD qualified for use in aircraft according to the German ‘Qualification Procedure for Child Restraint Systems for Use in Aircraft’ (TÜV Doc.: TÜV/958-01/2001); and
- devices approved for use in cars, manufactured and tested to standards equivalent to those listed above. The device should be marked with an associated qualification sign, which shows the name of the qualification organization and a specific identification number, related to the associated qualification project.
CARRIAGE OF UNACCOMPANIED MINORS
Children between the age of 5 and 12 years will be accepted to travel unaccompanied provided that the child is escorted by the parent or guardian both at the airport of departure and the airport of arrival. A UMNR (Unaccompanied Minor) form shall be properly issued and the parent/guardian shall remain with the child as long as possible before boarding.
The name of the person who will meet the child at the destination airport must be provided at the check-in desk.
LENGTHY TARMAC DELAYS AT U.S. AIRPORT
The Code of Federal Regulations (CFR) Title 14 → Chapter II → Subchapter A → Part 259 defines as “Tarmac Delay” the holding of an aircraft on the ground either before taking off or after landing with no opportunity for its passengers to deplane.
The regulation applies to all the flights of a certificated or commuter air carrier if the carrier operates scheduled passenger service or public charter service using any aircraft originally designed to have a passenger capacity of 30 or more seats, and to all flights to and from the U.S. of a foreign carrier if the carrier operates scheduled passenger service or public charter service to and from the U.S. using any aircraft originally designed to have a passenger capacity of 30 or more seats.
Avion Express Malta Ltd. “Contingency Plan for Lengthy Tarmac Delays”
This Contingency Plan has been developed to reflect our commitment as a full-service premium carrier and to provide our customers with clear information about what they can expect from us, particularly during occasional irregular operations. The Contingency Plan contains specific commitments which will allow us to act promptly to meet our customer’s needs and expectations.
- For international flights covered by this Contingency Plan, Avion Express Malta Ltd., will not permit an aircraft to remain on the tarmac for more than 4 hours and return to the gate, or another suitable disembarkation point, where passengers will be allowed to deplane.
- Delays longer than four hours may be necessary if there are safety-related or security-related restrictions or air traffic control advises the Commander that returning to the gate or permitting passengers to disembark elsewhere would significantly disrupt airport operations.
- Avion Express Malta Ltd. will provide information about a change in the status of a flight within 30 minutes after becoming aware of such a change and will update delay information every 30 minutes thereafter, including reasons for the delay, if known.
- Passengers on delayed flights will be notified beginning 30 minutes after scheduled departure time, including any revised departure time that passengers were notified about during boarding, and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists.
- For all flights covered by this Contingency Plan, Avion Express Malta Ltd., will provide adequate food and drinking water no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac.
- Service may be precluded if there are safety-related or security-related restrictions or the Commander determines that the commencement of service would lead to further delays or missed opportunities for departure.
- For all flights covered by this Contingency Plan, Avion Express Malta Ltd., will provide operable lavatory facilities, comfortable cabin temperature, as well as adequate medical attention if needed, while the aircraft remains on the tarmac.
- Avion Express Malta Ltd. has sufficient resources to implement this Contingency Plan.
- Avion Express Malta Ltd. has coordinated this Contingency Plan with local airport authorities, U.S. Customs and Border Protection (CBP) and the Transportation Security Administration (TSA) at each U.S. large hub airport, medium hub airport, small hub airport and non-hub airport that the carrier serves, as well as its regular U.S. diversion airport.
If the Commander determines that passengers can safely get off the plane during a long delay, passengers will be notified that they can choose to get off the plane. The Commander or Senior Cabin Crew will typically make an announcement via the airplane’s speaker system, but cabin crew may also walk the aisles of the aircraft to notify passengers.
The Commander will provide updates every 30 minutes reminding passengers that they can deplane if the opportunity to deplane continues to exist.
Passengers should be aware that if they choose to get off the airplane during a tarmac delay, airlines are not required to let them back on the airplane. The flight may take off without them and passengers may be responsible for finding another flight.
If passengers decide to exit the aircraft during a tarmac delay and the aircraft eventually takes off for its intended destination, the airline may not be required to offload any passenger’s checked bags before the plane takes off. Passengers will need to contact the airline about returning their checked luggage at a later time.
|If payment is made 36 hours and earlier before departure||If payment is made less than 36 hours before departure|
|Baggage overweight over 20 kg (up to 32 kg / 1 PC) / exceeding size limitations||30 EUR||40 EUR|
|Special and sporting items (per piece up to 32 kg)||50 EUR||60 EUR|
|Pets / Service Animals in cabin (per unit)||30 EUR||40 EUR|
|Pets in hold (per unit)||30 EUR||40 EUR|
|Additional piece of hold luggage*||30 EUR||40 EUR|
|Additional piece of cabin luggage||30 EUR||40 EUR|
* Note : Each passenger can take 20 kg of hold baggage free of charge. The number of luggage units is not limited if the total luggage weight allowance is not exceeded.
ADDITIONAL SERVICE CHARGES
|If payment is made 36 hours and earlier before departure||If payment is made less than 36 hours before departure|
|UNMR (unaccompanied minor) fee||50 EUR||60 EUR|
Regulation (EC) No 261/2004 of the European Parliament and of the Council establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.
If you have been denied boarding, your flight has been canceled or you have suffered a long delay, you are entitled to request compensation and assistance in accordance with Regulation (EC) No 261/2004 that outlines passenger rights in the previously noted cases.
The above-mentioned regulation in the English language can be found here.
Passengers shall contact the airline to request reimbursement or compensation.
Should you have encountered some inconveniences during your trip with us, please let us know about your issue by filling the Claim form on Avion Express website via Contacts page or by clicking the following link: https://avionclaims.atlassian.net/servicedesk/customer/portal/1.
The body responsible for the enforcement of Regulation (EC) No 261/2004 in the Republic of Malta:
Transport Malta Civil Aviation Directorate
Triq Pantar,Ħal Lija LJA 2021, Malta
Phone +356 21222203
Fax +356 21250365
The European Commission also provides a platform for Online Dispute Resolution (ODR). The platform can be found under http://ec.europa.eu/consumers/odr/.
Protect your data and money. Beware of “claim chasers” services.
Customers with valid compensation claims should prevent using claim chasers/scammers’ services at all costs due to the risks of sharing their extremely personal data with third parties as they can use your data for their commercial interests. By using claim chasers services, you will lose a significant amount of compensation you are entitled to.
For additional information, You may contact us at email@example.com.
Conditions of Carriage
Avion Express Malta Ltd.
General Conditions of Carriage (Passenger and Baggage)
Approved by 14th December 2020 Avion Express Malta Ltd. Director, Chairman of the Board of Directors Resolution No 2020-3A.
1. Definitions and Interpretations
1.1. Title and Headlines
The title and headlines of the Articles and paragraphs of these Conditions of Carriage are set down only to provide an overview and help with navigation through the document and have no influence on the way the text is to be interpreted.
Unless a different meaning is obvious beyond all reasonable doubt from the immediate context, the following terms used in these Conditions of Carriage have the meanings set out as follows:
1.2.1. “We”, “our”, “us” – stands for Avion Express Malta Ltd.
1.2.2. “You”, “your” – means any person, except members of the cabin crew, carried or to be carried in an aircraft pursuant to a Ticket (see also the definition of “Passenger”).
1.2.3. “Convention” – means that each of the following agreements is applicable:
- The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (the “Warsaw Convention”);
- The Warsaw Convention as amended by Additional Protocol No 1 of Montreal (1975);
- The Warsaw Convention as amended at The Hague and by Additional Protocol No 2 of Montreal (1975);
- The Warsaw Convention as amended at the Hague by Additional Protocol No 4 of Montreal (1975);
- Guadalajara supplementary Convention (1961);
- The Montreal Convention (1999).
1.2.4. “Agreement Conditions” – are the conditions, which are provided to you with your Flight Ticket or Booking Confirmation or are contained within them, are labelled as such and which refer to these Conditions of Carriage.
1.2.5. “Agreed Stopping Places” – means those places, except the place of departure and the place of destination, set out in the Ticket or shown in our timetables as scheduled stopping places on your route.
1.2.6. “Airline” – means an Airline that is not our Airline, whose Airline Code is given on your Ticket or on a Ticket for connecting flights.
1.2.7. “Airline Code” – stands for the 2 (two) figures or 3 (three) letters which identify a particular Airline. Avion Express Malta Ltd., does not hold this code.
1.2.8. “Authorized Agent”- means a passenger sales agent who has been appointed by us to represent us in the sale of air transportation on our services.
1.2.9. “Baggage” – means your personal property accompanying you in connection with your trip. Unless otherwise specified, it consists of both your Checked Baggage (for which an additional charge is applied), as well as your Cabin Baggage.
1.2.10. “Baggage Check” – is the part of the Flight Ticket, which relates to the carriage of your Checked Baggage.
1.2.11. “Baggage Identification Tag” – is a receipt, which is issued solely for the purpose of identifying Checked Baggage.
1.2.12. “Booking Confirmation” – is a notification, which will be sent to you by us or on our behalf by e‑mail or another method, if you are travelling with an Electronic Ticket. It contains the Confirmation Number, the name of the Passenger, flight information and remarks.
1.2.13. “Cabin Baggage” – is your Baggage, with the exception of your Checked Baggage.
1.2.14. “Carrier” – means an air carrier other than ourselves, whose airline designator code appears on your Ticket or on a Conjunction Ticket.
1.2.15. “Carrier Regulations” – means rules, other than these Conditions, published by Carrier and in effect on date of Ticket issue, governing carriage of Passengers and/or Baggage and shall include any applicable tariffs in force.
1.2.16. “Checked Baggage” – is Baggage for which we apply an additional charge, which we take into our custody and for which we have carried out a baggage scan.
1.2.17. “Check-in Deadline” – is the deadline, set by the Airline, by which time you must have completed Check-in formalities and have obtained your Boarding Card.
1.2.18. “Coupon” – means the paper Flight Coupon as well as the Electronic Coupon. Both grant the named Passenger the right to travel on the flight named on the Coupon.
1.2.19. “Confirmation Number” – is the number, which is given to you by us or on our behalf, to identify your Flight Reservation, which has been confirmed by us.
1.2.20. “Conjunction Ticket” – means a Ticket issued to you with relation to another Ticket which together constitute a single contract of carriage.
1.2.21. “Damage(s)” – includes death, wounding, or bodily injury to a Passenger, loss, partial loss, theft or other damage, arising out of on in connection with carriage or other services incidental thereto performed by us.
1.2.22. “Days” – mean calendar days, including all 7 (seven) days of the week; provided that, for the purpose of notification, the day upon which notice is dispatched shall not be counted; and provided further that for purposes of determining duration of validity of a Ticket, the day upon which the Ticket is issued, or the flight commenced shall not be counted.
1.2.23. “Electronic Coupon” – means an electronic flight coupon or other value document held in our database.
1.2.24. “Electronic Ticket” – means the following items taken together: the Booking Confirmation, the Electronic Coupons, and if appropriate to the context, the Boarding Card.
1.2.25. “Flight Coupon” – means a Flight Ticket, which bears the wording – good for passage, or in the case of an Electronic Flight Ticket, the Electronic Coupon which shows the places between which you are entitled to be carried.
1.2.26. “Force Majeure” – means unusual and unforeseeable circumstances beyond your control, the consequences of which could not have been avoided even if all due care had been exercised.
1.2.27. “Next of Kin” – are people directly related to you (children, grandchildren, parents, grandparents), or up to three times removed (siblings, nephews/nieces, uncles/aunts), your spouse and people directly related to your spouse. Your life partner is understood to be your spouse if you both live together in the same household.
1.2.28. “Notice of Contract Terms Incorporated by Reference” – means those statements contained in or delivered with your Ticket or Itinerary/Receipt, identified as such and which incorporate by reference, these Conditions of Carriage and notices.
1.2.29. “Passenger(s)” – is each person, who according to their Ticket, will or should be carried in an aircraft, with the exception of the cabin crew (see also definition for “you” and “your”).
1.2.30. “Passenger Coupon” – means a Flight Ticket, which is marked as “Passenger Coupon” or “Passenger Receipt” and which ultimately is to be retained by you.
1.2.31. “SDR” – means a Special Drawing Right as defined by the International Monetary Fund.
1.2.32. “Stopover” – means a scheduled stop on your journey, at a point between the place of departure and the place of destination.
1.2.33. “Tariff” – means the published fares, charges and/or related Conditions of Carriage of an airline filed, where required, with the appropriate authorities. Our Tariffs can be inspected on request.
1.2.34. “Ticket(s)” – means the documents entitled “Passenger Ticket and Baggage Check” as well as the Electronic Flight Ticket. In all instances it is issued by us or on our behalf and contains the Agreement Conditions, remarks and the Coupons.
1.2.35. “Total Fare” – is the total price which you must pay for the flight which you have booked with us, and is comprised of the Flight Fare according to Article 4.1 and the taxes, charges and fees not included in the Flight Fare according to Article 4.2.
Except provided in Articles 2.2, 2.4 and 2.5, our Conditions of Carriage apply only to those flights, or flight segment, where our name or Airline Designator Code is indicated in the carrier box of the Ticket for that flight or flight segment.
2.2. Charter Operations
If carriage is performed pursuant to a charter agreement, these Conditions of Carriage apply only to the extent they are incorporated by reference or otherwise, in the charter agreement or the Ticket.
2.3. Code Shares
On some services we have arrangements with other carriers known as “Code Shares”. This means that even if you have a reservation with us and hold Ticket where our name or airline designator code is indicated as the carrier, another carrier may operate the aircraft. If such arrangements apply we will advise you of the carrier operating the aircraft at the time you make a reservation.
2.4. Overriding Law
These Conditions of Carriage are applicable, unless they are inconsistent with our Tariffs or applicable law in which event such Tariffs or laws shall prevail.
If any provision of these Conditions of Carriage is invalid under any applicable law, the other provisions shall nevertheless remain valid.
2.5. Conditions Prevail Over Regulations
Except as provided in these Conditions of Carriage, in the event of inconsistency between these Conditions of Carriage and any other regulations we may have, dealing with particular subjects, these Conditions of Carriage shall prevail.
3.1. General Provisions
3.1.1. We will provide carriage only to the Passenger named in the Ticket, and you may be required to produce appropriate identification.
3.1.2. A Ticket is not transferable.
3.1.3. Some Tickets are sold at discounted fares which may be partially or completely non-refundable. You should choose the fare best suited to your needs. You may also wish to ensure that you have appropriate insurance to cover instances where you have to cancel your Ticket.
3.1.4. The right to withdraw from or cancel the carriage agreement, as well as a right to a partial or full refund of the Total Fare exists only insofar as this is explicitly allowed by the Conditions of Carriage. We therefore advise you if you are in any doubt about unforeseen circumstances to take out appropriate travel insurance.
3.1.5. The Ticket is and remains at all times the property of the issuing carrier.
3.1.6. Except in the case of an Electronic Ticket, you shall not be entitled to be carried on a flight unless you present a valid Ticket containing the Flight Coupon for that flight and all other unused Flight Coupons and the Passenger Coupon. In addition, you shall not be entitled to be carried if the Ticket presented is mutilated or if it has been altered otherwise than by us or our Authorized Agent. In the case of an Electronic Ticket, you shall not be entitled to be carried on a flight unless you provide positive identification and a valid Electronic Ticket has been issued in your name.
3.1.7. (a) In case of loss or mutilation of a Ticket (or part of it) by you or non-representation of a Ticket containing the Passenger Coupon and all unused Flight Coupons, upon your request we will replace such Ticket (or part of it) by issuing a new Ticket, provided there is evidence, readily ascertainable at the time, that a Ticket valid for the flight(s) in question was duly issued and you sign an agreement to reimburse us for any costs and losses, up to the value of the original ticket, which are necessarily and reasonably incurred by us or another carrier for misuse of the Ticket. We will not claim reimbursement from you for any such losses which result from our own negligence. The issuing carrier may charge a reasonable administration fee for this service, unless the loss or mutilation was due to the negligence of the issuing carrier, or its agent.
(b) Where such evidence is not available or you do not sign such an agreement, the carrier issuing the new Ticket may require you to pay up to the full Ticket price for a replacement Ticket, subject to refund if and when the original issuing carrier is satisfied that the lost or mutilated Ticket has not been used before the expiry of its validity. If upon finding the original Ticket before the expiry of its validity, you surrender it to the carrier issuing the new Ticket, the foregoing refund will be processed at that time.
3.1.8. The Ticket is valuable and you should take appropriate measures to safeguard it and ensure it is not lost or stolen.
3.2. Period of Validity
3.2.1. Except as otherwise provided in the Ticket, these Conditions, or in applicable Tariffs, (which may limit the validity of a Ticket, in which case the limitation will be shown on the Ticket), a Ticket is valid for:
(a) one year from the date of issue; or
(b) subject to the first travel occurring within one year from the date of issue, one year from the date of first travel under the Ticket.
3.2.2. When you are prevented from travelling within the period of validity of the Ticket because at the time you request reservations we are unable to confirm a reservation, the validity of such Ticket will be extended, or you may be entitled to a refund in accordance with Article 10.
3.2.3. If after having commenced your journey, you are prevented from travelling within the period of validity of the Ticket by reason of illness, we may extend the period of validity of your Ticket until the date when you become fit to travel or until our first flight after such date, from the point where the journey is resumed on which space is available in the class of service for which the fare has been paid. Such illness must be attested to by a medical certificate. When the flight coupons remaining in the Ticket, or in the case of an Electronic Ticket, the electronic coupon, involve one or more Stopovers, the validity of such Ticket may be extended for not more than three months from the date shown on such certificate. In such circumstances, we will similarly extend the period of validity of Ticket of other members of your immediate family accompanying you.
3.2.4. In the event of death of a Passenger en route, the Tickets of persons accompanying the Passenger may be modified by waiving the minimum stay or extending the validity. In the event of a death in the immediate family of a Passenger who has commenced travel, the validity of the Passenger’s Tickets and those of his or her immediate family who are accompanying the Passenger may likewise be modified. Any such modification shall be made upon receipt of a valid death certificate and any such extension of validity shall not be for a period longer than forty-five (45) Days from the date of the death.
3.3. Coupon Sequence and Use
3.3.1. The Ticket you have purchased is valid only for the transportation as shown on the Ticket, from the place of departure via any Agreed Stopping Places to the final destination. The fare you have paid is based upon our Tariff and is for the transportation as shown on the Ticket. It form an essential part of our contract with you. The Ticket will not be honored and will lose its validity if all the Coupons are not used in the sequence provided in the Ticket.
3.3.2. Should you wish to change an aspect of your transportation you must contact us in advance. The fare for your new transportation will be calculated and you will be given the option of accepting the new price or maintaining your original transportation as ticketed. Should you be required to change any aspect of your transportation due to Force Majeure, you must contact us as soon as practicable and we will use reasonable efforts to transport you to your next Stopover of final destination, without recalculation of fare.
3.3.3. Should you change your transportation without our agreement, we will assess the correct price for your actual travel. You will have to pay any difference between the price you have paid and the total price applicable for your revised transportation. We will refund you the difference if the new price is lower but otherwise, your unused Coupons have no value.
3.3.4. Please be aware that while some types of changes will not result in a change of fare, others, such as changing the place of departure (for example if you do not fly the first segment) or reversing the direction you travel, can result in an increase in price. Many fares are valid only on the dates and for the flights shown on the Ticket and may not be changed at all, or only upon payment of an additional fee.
3.3.5. Each Flight Coupon contained in your Ticket will be accepted for transportation in the class of service on the date and flight for which space has been reserved. When a Ticket is originally issued without a reservation being specified, space may be later reserved subject to our Tariff and the availability of space on the flight requested.
3.3.6. Please be advised that in the event you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations. However, if you do advise us in advance, we will not cancel your subsequent flight reservations.
3.4. Name and Address of Carrier
Our name may be abbreviated to our Airline Designator Code, or otherwise, in the Ticket. Our address shall be deemed to be the airport of departure shown opposite the first abbreviation of our name in the “carrier” box in the Ticket, or in the case of an Electronic Ticket, as indicated for our first flight segment in the Itinerary Receipt.
4. Fares, Taxes, Fees and Charges
Fares apply only for carriage from the airport at the point of origin to the airport at the point of destination, unless otherwise expressly stated. Fares do not include ground transport service between airports and between terminals. Your fare will be calculated in accordance with our Tariff in effect on the date of payment of your Ticket for travel on the specific dates and itinerary shown on it. Should you change your itinerary of dates of travel, this may impact the fair to be paid.
4.2. Taxes, Fees and Charges
Applicable taxes, fees and charges imposed by government or other authority, or by the operator of an airport, shall be payable by you. At the time you purchase your Ticket, you will be advised of taxes, fees and charges not included in the fare, most of which will normally be shown separately on the Ticket. The taxes, fees and charges imposed on air travel are constantly changing and can be imposed after the date of Ticket issuance. If there is an increase in a tax, fee or charge shown on the Ticket, you will be obliged to pay it. Likewise, if a new tax, fee or charge is imposed even after Ticket issuance, you will be obliged to pay it. Similarly, in the event any taxes, fees or charges which you have paid to as at the time of Ticket issuance are abolished or reduced such that they no longer apply to you, or a lesser amount is due, you will be entitled to claim a refund.
Fares, taxes, fees and charges are payable in the currency of the country in which the Ticket is issued, unless another currency is indicated by us or our Authorized Agent, at or before the time payment is made (for example, because of the non-convertibility of the local currency). We may at our discretion, accept payment in another currency.
5.1. Reservation Requests
5.1.1. We or our Authorized Agent will record your reservation(s). Upon request we will provide you with written confirmation of your reservation(s).
5.1.2. Certain fares have conditions which limit or exclude your right to change of cancel reservations.
5.2. Ticketing Time Limits
If you have not paid for the Ticket prior to the specified ticketing time limit, as advised by us or our Authorized Agent, we may cancel your reservation.
5.3. Personal Data
5.3.1. You recognize that personal data has been given to us for the purposes of: making a reservation, purchasing a Ticket, obtaining ancillary services, developing and providing services, facilitating immigration and entry procedures, and making available such data to government agencies, in connection with your travel. For these purposes, you authorize us to retain and use such data and to transmit it to our own offices, Authorized Agents, government agencies, other Carriers or other providers of the above-mentioned services.
5.4.1. We will endeavor to honour advance seating requests, however, we cannot guarantee any particular seat. We reserve the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety or security reasons.
5.5. Reconfirmation of Reservations
Onward or return reservations may be subject to the requirement to reconfirm the reservations within specified time limits. We will advise you when we require reconfirmation, and how and where it should be done. If it is required and you fail to reconfirm, we may cancel your onward or return reservations. However, if you advise us you still wish to travel, and there is space on the flight, we will reinstate your reservations and transport you. If there is no space on the flight we will use reasonable efforts to transport you to your next or final destination.
5.5.1. You should check the reconfirmation requirements of any other Carriers involved in your journey with them. Where it is required, you must reconfirm with the Carrier whose code appears for the flight in question on the Ticket.
5.6. Cancellation of Onward Reservations
5.6.1. Please be advised that if you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations. However, if you do advise us in advance, we will not cancel your subsequent flight reservations.
6. Check-in and Boarding
6.1. Check-in Deadlines are different at every airport and we recommend that you inform yourself about these Check-in Deadlines and honour them. Your journey will be smoother if you allow yourself ample time to comply with the Check-in Deadlines. We reserve the right to cancel your reservation if you do not comply with the Check-in Deadlines indicated. We or our Authorized Agents will advise you of the Check-in Deadline for your first flight on us. For any subsequent flights in your journey, you should inform yourself of the Check-in Deadlines. Check-in Deadlines for our flights can be found in our timetable, or may be obtained from us or our Authorized Agents.
6.2. You must be present at the boarding gate not later than the time specified by us when you check-in.
6.3. We may cancel the space reserved for you if you fail to arrive at the boarding gate in time.
6.4. We will not be liable to you for any loss or expense incurred due to your failure to comply with the provisions of this Article.
7. Refusal and Limitation of Carriage
7.1. Right to Refuse Carriage
7.1.1. such action is necessary in order comply with any applicable government laws, regulations, or orders;
7.1.2. the carriage of you or your Baggage may endanger or affect the safety, health, or materially affect the comfort or other passengers or crew;
7.1.3. your mental or physical state, including your impairment from alcohol or drugs, presents a hazard or risk to yourself, to passengers, to crew, or to property;
7.1.4. you have committed misconduct on a previous flight, and we have reason to believe that such conduct may be repeated;
7.1.5. you have refused to submit to a security check;
7.1.6. you have not paid the applicable fare, taxes, fees or charges;
7.1.7. you do not appear to have valid travel documents, may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, destroy your travel documents during flight or refuse to surrender your travel documents to the flight crew, against receipt, when so requested;
7.1.8. you present a Ticket that has been acquired unlawfully, has been purchased from an entity other than us or our Authorized Agent, or has been reported as being lost or stolen, in a counterfeit, or you cannot prove that you are the person named in the Ticket;
7.1.9. you have failed to comply with the requirements set forth in Article 3.3 above concerning coupon sequence and use, or you present a Ticket which has been issued or altered in any way, other than by us or our Authorized Agent, or the Ticket is mutilated;
7.1.10. you fail to observe our instructions with respect to safety or security.
7.2. Special Assistance
Acceptance for carriage of unaccompanied children, incapacitated persons, pregnant women, persons with illness or other people requiring special assistance is subject to prior arrangement with us. Passengers with disabilities who have advised us of any special requirements they may have at the time of ticketing, and been accepted by us, shall not subsequently be refused carriage on the basis of such disability or special requirements.
8.1. Free Baggage Allowance
You may carry some Baggage, free of charge, subject to our conditions and limitations, which are available upon request from us or from our Authorized Agents.
8.2. Excess Baggage
You will be required to pay a charge for carriage of Baggage in excess of the free Baggage allowance. These rates are available upon request from us or from our Authorized Agents.
8.3. Items Unacceptable as Baggage
8.3.1. You must not include in your Baggage:
18.104.22.168. items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, and in our regulations (further information is available from us on request);
22.214.171.124. items the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from or to;
126.96.36.199. items which are reasonably considered by us to be unsuitable for carriage because they are dangerous, unsafe or by reason of their weight, size, shape or character, or which are fragile or perishable having regard to, among other things, the type of aircraft being used. Information about unacceptable items is available upon request.
8.3.2. Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage. Firearms must be unloaded with the safety catch on, and suitably packed. Carriage of ammunition is subject to ICAO and IATA regulations as specified in 188.8.131.52.
8.3.3. Weapons such as antique firearms, swords, knives and similar items may be accepted as Checked Baggage, at our discretion, but will not be permitted in the cabin of the aircraft.
8.3.4. You must not include in Checked Baggage money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples.
8.3.5. If, despite being prohibited, any items referred to 8.3.1, 8.3.2. and 8.3.4 are included in your Baggage, we shall not be responsible for any loss or damage to such items.
8.4. Right to Refuse Carriage
8.4.1. Subject to paragraph 8.3.2 and 8.3.3, we will refuse to carry as Baggage the items described in 8.3, and we may refuse further carriage of any such items upon discovery.
8.4.2. We may refuse to carry as Baggage any item reasonably considered by us to be unsuitable for carriage because of its size, shape, weight, content, character, or for safety or operational reasons, or the comfort of other passengers. Information about unacceptable items is available upon request.
8.4.3. We may refuse to accept Baggage for carriage unless it is our reasonable opinion properly and securely packed in suitable containers. Information about packing and containers unacceptable to us is available upon request.
8.5. Right to Search
For reasons of safety and security we may request that you permit a search and scan of your person and a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence for the purposes determining whether you are in possession of or whether your Baggage contains any item described in 8.3.1 or any firearms, ammunition or weapons, which have not been presented to us in accordance with 8.3.2 or 8.3.3. If you are unwilling to comply with such request we may refuse to carry you and your Baggage. In the event a search or scan causes Damage to you, or an x-ray or scan causes damage to your Baggage, we shall not be liable for such Damage unless due to our fault or negligence.
8.6. Checked Baggage
8.6.1. Upon delivery to us of your Baggage which you wish to check we will take custody of, and issue a Baggage Identification Tag for, each piece of your Checked Baggage.
8.6.2. Checked Baggage must have your name or other personal identification affixed to it.
8.6.3. Checked Baggage will, whenever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your Checked Baggage is carried on a subsequent flight we will deliver it to you, unless applicable law requires you to be present for customs clearance.
8.7. Unchecked Baggage
8.7.1. We may specify maximum dimensions and/or weight for Baggage which you carry on to the aircraft. If we have not done so, Baggage which you carry onto the aircraft must fit under the seat in front of you or in an enclosed storage compartment in the cabin of the aircraft. If your Baggage cannot be stored in this manner, or is of excessive weight, or is considered unsafe for any reason, it must be carried as Checked Baggage.
8.7.2. Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments), and which do not meet the requirements in 8.7.1 above, will only be accepted for carriage in the cabin compartment if you have given us notice in advance and permission has been granted by us. You may have to pay a separate charge for this service.
8.8. Collection and Delivery of Checked Baggage
8.8.1. Subject to Article 8.6.3, you are required to collect your Checked Baggage as soon as it is made available at your destination or Stopover. Should you not collect it within a reasonable time, we may charge you a storage fee. Should your Checked Baggage not be claimed within three (3) months of the time it is made available, we may dispose of it without any liability to you.
8.8.2. Only the bearer of the Baggage Check and Baggage Identification Tag, is entitled to deliver of the Checked Baggage.
8.8.3. If a person claiming Checked Baggage is unable to produce the Baggage Check and identify the Baggage by means of a Baggage Identification Tag, we will deliver the Baggage to such person only on condition that he or she establishes to our satisfaction his or her right to the Baggage.
If we agree to carry your animals, they will be carried subject to the following conditions:
8.9.1. You must ensure that animals such as dogs, cats, household birds and other pets, are properly crated and accompanied by valid health and vaccination certificates, entry permits, and other documents required by countries of entry or transit failing which, they will not be accepted for carriage. Such carriage may be subject to additional conditions specified by us, which are available on request.
8.9.2. If accepted as Baggage, the animal, together with its container and food, shall not be included in your free Baggage allowance, but shall constitute excess baggage, for which you will be obliged to pay the applicable rate.
8.9.3. Guide dogs accompanying Passengers with disabilities will be carried free of charge in addition to the normal free baggage allowance, subject to conditions specified by us, which are available on request.
8.9.4. Where carriage is not subject to the liability rules of the Convention, we are not responsible for injury to or loss, sickness or death of an animal which we have agreed to carry unless we have been negligent.
8.9.5. We will have no liability in respect of any such animal not having all the necessary exit, entry, health and other documents with respect to the animal’s entry into or passage through any country, state or territory and the person carrying the animal must reimburse us for any fines, costs, losses or liabilities reasonably imposed or incurred by us as a result.
9. Schedules, Delays, Cancellation of Flights
9.1.1. The flight times shown in timetables may change between the date of publication and the date you actually travel. We do not guarantee them to you and they do not form part of your contract with us.
9.1.2. Before we accept your booking, we will notify you of the scheduled flight time in effect as of that time, and it will be shown on your Ticket. It is possible we may need to change the scheduled flight time subsequent to issuance of your Ticket. If you provide us with contact information, we will endeavor to notify you of any such changes. If, after you purchase your Ticket, we make a significant change to the scheduled flight time, which is not acceptable to you, and we are unable to book you on an alternate flight which is acceptable to you, you will be entitled to a refund in accordance with Article 10.2.
9.2. Cancellation, Rerouting, Delays, etc.
9.2.1. We will take all necessary measures to avoid delay in carrying you and your baggage. In the exercise of these measures and in order to prevent a flight cancelation, in exceptional circumstances we may arrange for a flight to be operated on our behalf by an alternative carrier and/or aircraft.
9.2.2. Except as otherwise provided by the Convention, if we cancel a flight, fail to operate a flight reasonably according to the schedule, fail to stop at your destination or Stopover destination, or cause you to miss a connecting flight on which you hold a confirmed reservation, we shall, at your option, either:
184.108.40.206. carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your Ticket; or
220.127.116.11. within a reasonable period of time re-route you to the destination shown on your Ticket by our own services or those of another carrier, or by other mutually agreed means and class of transportation without additional charge. If the fare and charges for the revised routing are lower than what you have paid, we shall refund the difference; or
18.104.22.168. make a refund in accordance with the provisions of Article 10.2.
9.2.3. Upon the occurrence of any of the events set out in Article 9.2.2, except as otherwise provided by the Convention, the options outlined in Article 22.214.171.124 through 126.96.36.199 are the sole and exclusive remedies available to you and we shall have no further liability to you.
9.2.4. If we are unable to provide previously confirmed space, we shall provide compensation to those Passengers denied boarding in accordance with applicable law and our denied boarding compensation policy.
10.1. We will refund a Ticket or any unused portion, in accordance with the applicable fare rules or Tariff, as follows:
10.1.1. Except as otherwise provided in this Article, we shall be entitled to make a refund either to the person named in the Ticket, or to the person who has paid for the Ticket, upon presentation of satisfactory proof of such payment.
10.1.2. If a Ticket has been paid for by a person other than the Passenger named in the Ticket, and the Ticket indicates that there is a restriction on refund, we shall make a refund only to the person who paid for the Ticket, or to that person’s order.
10.1.3. Except in the case of a lost Ticket, refunds will only be made on surrender to us of the Ticket and all unused Flight Coupons.
10.2. Involuntary Refunds
10.2.1. If we cancel a flight, fail to operate a flight reasonably according to schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight on which you hold a reservation, the amount of the refund shall be:
10.2.1.1. if no portion of the Ticket has been used, an amount equal to the fare paid;
10.2.1.2. if a portion of the Ticket has been used, the refund will be not less than the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used.
10.3. Voluntary Refunds
10.3.1. If you are entitled to a refund of your Ticket for reasons other than those set out in Article 10.2, the amount of the refund shall be:
10.3.1.1. if no portion of the Ticket has been used, an amount equal to the fare paid, less any reasonable service charges or cancellation fees;
10.3.1.2. if a portion of the Ticket has been used, the refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used, less any reasonable service charges or cancellation fees.
10.4. Refund on Lost Ticket
10.4.1. If you lose your Ticket or portion of it, upon furnishing us with satisfactory proof of the loss, and payment of a reasonable administration charge, refund will be made as soon as practicable after the expiry of the validity period of the Ticket, on condition:
10.4.1.1. that the lost Ticket, or portion of it, has not been used, previously refunded or replaced, (except where the use, refund or replacement by or to a third party resulted from our own negligence);
10.4.1.2. that the person to whom the refund is made undertakes, in such form as may be prescribed by us, to repay to us the amount refunded in the event of fraud and/or to the extent that the lost Ticket or portion of it is used by a third party (except where any fraud or use by a third party resulted from our own negligence).
10.4.2. If we or our Authorized Agent lose the Ticket or portion of it, the loss shall be our responsibility.
10.5. Right to Refuse Refund
10.5.1. We may refuse a refund where application is made after the expiry of the validity of the Ticket.
10.5.2. We may refuse a refund on a Ticket which has been presented to us, or to Government officials, as evidence of intention to depart from that country, unless you establish to our satisfaction that you have permission to remain in the country or that you will depart from that country by another carrier or another means of transport.
We reserve the right to make a refund in the same manner and the currency used to pay for the Ticket.
10.7. By Whom Ticket Refundable
Voluntary refunds will be made only by the carrier which originally issued the Ticket or by its agent if so authorized.
11. Conduct Aboard Aircraft
If, in our reasonable opinion, you conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instructions of the crew including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, we may take such measures as we deem reasonably necessary to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward carriage at any point, and may be prosecuted for offences committed on board the aircraft.
11.2. Electronic Devices
For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including, but not limited to, cellular telephones, laptop computers, portable recorders, portable radios, CD players, electronic games or transmitting devices, including radio controlled toys and walkie-talkies. Operation of hearing aids and heart pacemakers is permitted.
12. Arrangements for Additional Services
12.1. If we make arrangements for you with any third party to provide any services other than carriage by air, or if we issue a ticket or voucher relating to transportation or services (other than carriage by air) provided by a third party such as hotel reservations or car rental, in doing so we act only as your agent. The terms and conditions of the third party service provider will apply.
12.2. If we are also providing surface transportation to you, other conditions may apply to such surface transportation. Such conditions are available from us upon request.
13. Administrative Formalities
13.1.1. You are responsible for obtaining all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which you transit.
13.1.2. We shall not be liable for the consequences to any Passenger resulting from his or her failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
13.2. Travel Documents
Prior to travel, you must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof. We reserve the right to refuse carriage if you have not complied with these requirements, or your travel documents do not appear to be in order.
13.3. Refusal to Entry
If you are denied entry into any country, you will be responsible to pay any fine or charge assessed against us by the Government concerned and for the cost of transporting you from that country. The fare collected for carriage to the point of refusal or denied entry will not be refunded by us.
13.4. Passenger Responsible for Fines, Detention Costs, etc.
If we are required to pay any fine or penalty or to incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the required documents, you shall reimburse us on demand, any amount so paid or expenditure so incurred. We may apply towards such payment or expenditure the value of any unused carriage on your ticket, or any of your funds in our possession.
13.5. Customs Inspection
If required, you shall attend inspection of your Baggage, by customs or other Government officials. We are not liable to you for any loss or damage suffered by you in the course of such inspection or through your failure to comply with this requirement.
13.6. Security Inspection
You shall submit to any security checks by Governments, airport officials, Carriers or by us.
14. Successive Carriers
Carriage to be performed by us and other Carriers under one Ticket, or a Conjunction Ticket is regarded as a single operation for the purposes of the Convention. However, your attention is drawn to Article 15.1.2(b)
15. Liability for Damage
15.1. The liability of Avion Express Malta Ltd., and each Carrier involved in your journey will be determined by its own Conditions of Carriage. Our liability provisions are as follows:
15.1.1. Unless otherwise stated herein, international travel, as defined in the Convention, is subject to the liability rules of the Convention.
15.1.2. Where your carriage is not subject to the liability rules of the Convention, the following rules shall apply:
(a) Any liability we have for Damage, will be reduced by any negligence on your part which causes or contributes to the Damage in accordance with applicable law.
(b) We will be liable only for Damage occurring during carriage on flights or flight segments where our Airline Designator Code appears in the carrier box of the Ticket for that flight or flight segment. If we issue a Ticket or if we check Baggage for carriage on another carrier, we do so only as agent for the other carrier. Nevertheless, with respect to Checked Baggage, you may make a claim against the first or last carrier.
(c) We will not be liable for Damage to Unchecked Baggage unless such Damage is caused by our negligence.
(d) We are not liable for any Damage arising from our compliance with applicable laws or Government rules and regulations, or from your failure to comply with the same.
(e) Except in the case of an act or omission done with intent to cause Damage or recklessly and with knowledge that Damage would probably result, our liability in the case of Damage caused to passengers is limited to the respective limits in SDRs (Special Drawing Right(s) as defined by the International Monetary Fund) indicated in Convention.
(f) Except where other specific provision is made in these Conditions, we shall be liable to you only for recoverable compensatory Damages for proven losses and costs in accordance with the Convention.
(g) We are not liable for any Damage caused by your Baggage. You shall be responsible for any Damage caused by your Baggage to other persons or property, including our property.
(h) We shall have no liability whatsoever for Damage to articles not permitted to be contained in Checked Baggage under Article 8.3, including fragile perishable items, items having a special value, such as money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, or samples.
(i) We are not responsible for any illness, injury or disability, including death, attributable to your physical condition or for the aggravation of such condition.
(j) The contract of carriage, including these Conditions of Carriage and exclusions or limits of liability, applies to our Authorized Agents, servants, employees and representatives to the same extent as they apply to us. The total amount recoverable from us and from such Authorized Agents, employees, representatives and persons shall not exceed the amount of our own liability, if any.
(k) Nothing in these Conditions of Carriage shall waive any exclusion of our liability under the Convention or applicable laws unless otherwise expressly stated.
16. Time Limitation on Claims and Actions
16.1. Notice of Claims
Acceptance of Baggage by the bearer of the Baggage Check without complaint at the time of delivery is sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise.
If you wish to file a claim or an action regarding Damage to Checked Baggage, you must notify us as soon as you discover the Damage, and at the latest within seven Days of receipt of the Baggage. If you wish to file a claim or an action regarding delay of Checked Baggage, you must notify us within twenty-one Days from the date the Baggage has been placed at your disposal. Every such notification must be made in writing.
To process your complaint in a timely manner, we kindly ask you to provide us Property Irregularity Report (mandatory).
16.2. Limitation of Actions
Any right to Damages shall be extinguished if an action is not brought within two years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determines by the law of the court where the case is heard.
17. Other Conditions
Carriage of you and your Baggage is also provided in accordance with certain other regulations and conditions applying to or adopted by us. These regulations and conditions as varied from time to time are important. They concern among other things; the carriage of unaccompanied minors, pregnant women, and sick passengers, restrictions on use of electronic devices and items, the on board consumption of alcoholic beverages and other.
Regulations and conditions concerning these matters are available from us upon request.
The title of each Article of these Conditions of Carriage is for convenience only, and is not to be used for interpretation of the text.
Current travel information: COVID-19
INFORMATION FOR PASSENGERS BEFORE THE FLIGHT
We are happy to meet You on our aircraft. Your safety is our top priority, we are adhering to the highest up-to-date standards of aviation regulatory bodies, and we work to ensure that appropriate preventive measures are taken to prevent the spread of COVID-19 virus. To make Your journey safe and smooth, we ask You to follow the recommendations below.
LATEST TRAVEL RESTRICTION UPDATES
As travel restrictions are not yet stable and changing depending on the present situation in the countries, we recommend You to check the latest updates before You fly.
Check the latest information about travel regulations on official websites and with local embassies, to ensure You meet the necessary requirements to enter Your destination. This applies to the countries You travel to and/or return to.
Daily updated information regarding travel restrictions is available on the IATA webpage.
PLAN THE JOURNEY:
- Do not go to the airport if You have the following symptoms:
– Shortness of breath
– Loss of taste or smell
- During the whole journey, wear a medical face mask, ensure their correct use and disposal, and replace every 4 hours (unless instructions say otherwise)
- If due to medical condition You cannot wear a mask, please be ready to provide a medical certificate to the aircraft crew, stating Your condition
- Observe physical distancing (1.5 meters)
- Wash Your hands regularly for at least 20 secs with soap and water or, where not available, use alcohol-based hand sanitizing solutions
- Cover Your mouth and nose with a tissue or flexed elbow when sneezing or coughing
- Limit direct contact with surfaces and people
- It is always handy to have Your personal disinfecting wipes or liquid in a quantity that is allowed to have with You on board of the aircraft (max 100 ml)
- Leave enough time to allow for airport checks and new procedures, since it may take much more time
- Be patient and kind to each other
AT THE AIRPORT:
- Be aware that only travellers are allowed to enter the airport terminal building. The only other people who should enter the airport terminal are people accompanying or picking up a passenger requiring assistance – Person with Reduced Mobility or Unaccompanied Minor
- Follow cough etiquette and wear a medical face mask for Your own protection and Your fellow passengers (children up to 6yo are allowed to travel without masks)
- Expect to be refused to enter the airport buildings and be denied aircraft boarding if You do not wear a face mask. Click here for the instructions on how to put on, use, take off and dispose of a mask
- If due to medical condition You cannot wear a face mask, please be ready to provide a medical certificate stating Your condition
- Do not forget to wash Your hands regularly for at least 20 secs with soap and water or, where not available, use alcohol-based hand sanitizing solutions which will be available at the airports
- Keep physical distancing (1.5 meters) where possible. Observe physical barriers or signs indicating distancing requirements
- Minimise Your use of airport facilities
- Check-in Your luggage and belongings that are not vital for Your trip while on board the aircraft
- Expect that thermal screening may take place at the airport
TO FLY SAFELY:
- Aircraft disinfection is carried according to all EASA Safety Directive requirements
- Sanitizing liquid will be available on the aircraft for use during the flight
- Our fleet is equipped with High-Efficiency Particulate Air (HEPA) filters, that have demonstrated good performance with particles of the SARS-Cov-2 virus size as well as are ventilated on the ground at regular intervals
- You are welcome to have additional personal protective equipment with You but bear in mind, that the crew of the aircraft has a final decision not to allow to use it if this equipment:
– obstructs access to emergency equipment
– prevents cabin crew access to monitor passengers and seating areas
– prevents access to oxygen masks
– impedes evacuation routes for You or any other person on the airplane
ON THE PLANE:
- Expect to be refused to board the aircraft if You do not wear a mask
- Have patience – the boarding and disembarkation process may take a while longer to keep a physical distancing in practice
- Practice hand hygiene, follow cough etiquette and wear a medical face mask
- Expect to see our crews wearing protective masks and gloves
- Watch the cabin safety demonstration to be aware of specific instructions for Your flight
- If You feel ill while travelling, inform the crew and seek medical care as soon as possible
- Limit Your movement in the cabin to that essential for well-being, such as medical case and/or visiting the lavatories (queuing is not allowed)
- It is recommended to limit the use of air ventilation outlets if it is not too hot in the cabin
- Please adhere to and follow all crew instructions, comply with the latest health care requirements in order not to endanger the health of all the occupants of the aircraft. Bear in mind that non-compliance will not be tolerated.