TERMS AND CONDITIONS FROM THE TOUR OPERATOR
Please read and accept the following Terms and Conditions to continue with your purchase of any product offered by THE SPECIAL TRAVEL CORPORATION.
- For any packages including an air portion with charter flights, if you cancel for any reason within 60 days of departure, you will be subject to 100% cancellation penalty. Cancellations reported 60+ days prior to departure will be subject to loss of deposit ($250 CAD per person).
- Please carefully check the applicable cancellation/change policies before completing your booking, as penalties may apply if you decide to cancel for any reason from the time of booking.
- For land only and scheduled air packages the cancellation penalty is a $150 CAD per person (loss of deposit) for cancellations reported 60+ days prior to the start day of vacations, plus any applicable hotel and/or airline penalties. Cancellation penalties reported inside 60 days will be depending the date the cancellation is reported (see below for specific cancellation penalties)
By booking with THE SPECIAL TRAVEL CORPORATION, client agrees to the terms and conditions of this contract. Any payment constitutes acceptance of the terms in this contract. For groups, refer to your group contract. Check our recommendations for insurance.
1. BOOKINGS, PAYMENTS, AND PRICE GUARANTEE
To reserve any vacation, please provide the required booking information and pay the applicable deposit per person. Full payment is required at time of booking for all vacations booked directly on the web.
Deposit requirements: For vacation packages using contracted scheduled or charter air products, the minimum deposit is $250 per person. For land only bookings, the required deposit is $150 per person, or booking full amount, depending on which amount comes lower. THE SPECIAL TRAVEL CORPORATION reserves the right to issue scheduled airline tickets once the applicable deposit has been paid. For vacation packages utilizing published airline tickets, full payment of the air portion of the package is required at the time of booking, which will be forfeited if the booking is canceled. In all cases, the balance due must be paid at least 60 days before departure. For bookings within 60 days of departure, full payment is due at time of booking. We reserve the right to treat the booking as canceled by you if the balance due is not paid when due.
As required under the Disclosure & Invoicing Guidelines by TICO – The Travel Industry Council of Ontario, THE SPECIAL TRAVEL CORPORATION confirms and guarantees that no price increases will apply inside 60 days from departure date, or after bookings are paid in full. The price guarantee after full payment does not include increases on the total (final price) resulting from an increase in retail sales tax, or federal goods and services tax, or destination taxes, as well as other fees charged by the airline – like for seat selection, checked baggage fees or other ancillaries paid directly to the airline at check-in. Questions about these charges should be addressed to the airline, hotel, or other service provider. Government entry and exit fees may also apply, depending on your destination. All air travel is subject to the terms and conditions of the operating airline.
2. HOW TO CANCEL OR REQUEST CHANGES
The travel agent must notify us immediately to cancel or make changes to any vacation packages. All communications prior to departure, including questions about changes, cancellation, payments and refunds, must be via the travel agent; THE SPECIAL TRAVEL CORPORATION will not deal - under any circumstances – directly with the passengers. Cancellation and change fees will apply. All changes are subject to availability and limitations and restrictions of the airline, hotel, and ground transportation or any other service provider.
3. CANCELLATIONS, CHANGE FEES & REFUNDS
Passenger’s right to any refunds is limited. Cancellations and changes to any booking are subject to both THE SPECIAL TRAVEL CORPORATION' fees and fees imposed by airlines, hotels and other suppliers. Most airfares and hotel reservations are nonrefundable and nontransferable, and you may be charged 100% cancellation/change penalties. Passengers who do not travel are subject to 100% cancellation penalties.
Cancellations or changes in departure date, flight, duration, class of service, name, departure city, or destination, will be subject to the charges shown below and become payable by the travel agent. Significant additional penalties (i.e. nonrefundable airline tickets and fees, nonrefundable or nontransferable hotel promotions) may also apply.
If the number of individuals occupying a room changes due to a cancellation or booking change, the remaining traveler(s) will be responsible for any additional costs incurred because of a change in the per person occupancy rate. If all travelers change, it is considered a new booking and cancellation fees will apply.
A. VACATION PACKAGES (all products including air)
i. Notice received within the 24 hours from the time a booking is completed: 100% refund.
ii. Notice received 60 days or more prior to departure date: Lost of deposit - $250 per person.
iii. Notice received 59 to 0 days prior to departure date: 100% cancellation penalty.
B. LAND ONLY PRODUCTS (excluding car rentals)
i. Notice received 60 days or more prior to departure date: Lost of deposit - $150 per person.
ii. Notice received 59 to 21 days prior to departure date: 50% cancellation penalty
iii. Notice received 20 to 0 days prior to departure date: 100% cancellation penalty.
C. CAR RENTALS
i. Full payment required at the time of booking.
ii. No changes allowed once bookings are confirmed.
iii. Cancellations are subject to 100% penalties
BOOKING CHANGES AND CORRECTIONS (*)
Booking change fees are $25 per person plus applicable hotel and airline penalties. Some air carriers and hotels do not allow name changes. Name change fees/corrections are $25 per person, plus applicable airline and/or hotel penalties.
Changes to bookings including air reported 3 days (72 hours) or more from departure, and less than 7 days from departure, incur a fee of $150 per passenger per segment. For changes being made 7 days (168 hours) or more from departure, changes incur a fee of $100 per passenger per segment. No changes to bookings are permitted less than three days (72 hours) prior to departure. Additional charges specific to the land portion of your package may apply, according to land suppliers’ policies.
Name corrections are permitted, a fee of $25 per person will apply. Full name changes are not allowed, and cancellation penalties may apply instead.
Land only and scheduled air name change fees/corrections and hotel changes are $25 per person fee plus applicable hotel and airline penalties. Note: some airlines & hotels do not allow name changes.
(*) - These fees apply to changes to the departure date, flight, duration, class of service, departure city, destination, full name change, partial name correction. Please notice that air or hotel change fees may be up to 100% of the fare.
4. PRICE GUARANTEE
While prices and features of THE SPECIAL TRAVEL CORPORATION are subject to change without notice, our intention is to provide you with the vacation which you have selected, at the price in effect at time of booking. If you have not paid for your vacation in full, you will be responsible for any increases in the price of any and all components of the vacation package. After bookings are paid in full, THE SPECIAL TRAVEL GUARANTEES that no further price increases will apply. Fees for changes that you make do not constitute an increase in the price of an already purchased ticket or other travel component.
5. TRAVEL ON AIR CARRIERS INCLUDING PUBLIC CHARTER FLIGHTS
THE SPECIAL TRAVEL CORPORATION has made arrangements for air transportation to vacation destinations via regularly scheduled certificated air carriers or other air carriers who have duly filed with and are authorized to operate air transportation and public charter transportation in Canada by by Transport Canada. THE SPECIAL TRAVEL CORPORATION reserves the right to substitute alternate air carriers if necessary. All air travel is subject to the terms and conditions of the operating air carrier. When you fly to and from your destination the Conditions of Carriage apply, some of which limit or exclude liability. The Conditions of Carriage are available by requesting them in writing from the carrier or by request at the airport.
6. LUGGAGE AND PERSONAL PROPERTY
The baggage allowance and fees vary and are set by each air carrier. Information on carrier baggage policy and fees, liability for lost, misconnected, and damaged baggage or other personal property is also set by each air carrier, which can be obtained by contacting the air carrier directly, or by requesting them at the airport. Additional information related to baggage policies specific to the air carrier providing air segments of your booking can be obtained at the time of booking.
Some airlines do not cover damage to soft sided luggage. Loss or damage must be reported immediately. THE SPECIAL TRAVEL CORPORATION does not accept liability for client luggage or personal property.
7. FLIGHT INFORMATION
Flight information will appear on the booking confirmation issued when you make the deposits, and on flight tickets or other electronic travel documents issued when payment is made in full. All flight times are subject to change. It the travel agent’s responsibility to advise the passengers to reconfirm flight times prior to departing for the airport. If passengers fail to check in for their flights at the required time, they may be denied boarding and may not be eligible for a refund. THE SPECIAL TRAVEL CORPORATION assumes no responsibility for any passengers making independent connections to flights booked through THE SPECIAL TRAVEL CORPORATION. Pre• assigned seat selection is at the discretion of the air carrier and may require payment of an additional fee.
8. HAZARDOUS MATERIALS RESTRICTIONS AND INSECTICIDE NOTICE
Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in 5 years imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radiopharmaceuticals.
There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. Special restrictions and limitations for transporting Hazardous Materials and specifically Lithium Ion batteries, refer to https://tc.canada.ca/en/aviation/transportation-dangerous-goods-aircraft for more information. In the event a carry-on bag cannot be accommodated in the passenger cabin and has to be placed below in a cargo bin for any reason, any electronic device or spare Lithium ion or any other type of battery permitted in carry-on baggage MUST be removed from the carry-on bag and remain in the possession of the passenger in the passenger cabin. For further information contact your airline representative.
9. THE SPECIAL TRAVEL CORPORATION AND OTHER SERVICE PROVIDER RESPONSIBILITY
THE SPECIAL TRAVEL CORPORATION makes arrangements with third party suppliers as independent contractors for the various components that comprise THE SPECIAL TRAVEL CORPORATION packages, including all air or ground transportation (including airlines, rental car companies, bus, hotel lodgings, private homes, excursion services and other services). We have taken all reasonable steps to ensure that proper arrangements have been made for all vacations. However, THE SPECIAL TRAVEL CORPORATION is not an agent of these independent travel providers and we expressly disclaim any liability for their actions or omissions.
THE SPECIAL TRAVEL CORPORATION is not responsible under any circumstances for any injury or damages the passenger may suffer, in connection with air or ground transportation, hotel or private accommodations, or other travel or excursion services arranged by THE SPECIAL TRAVEL CORPORATION. Furthermore, THE SPECIAL TRAVEL CORPORATION does not control and cannot be responsible for bodily injury, property damage or other loss or damage caused by factors beyond its control, including but not limited to: air turbulence, failure related to the public internet, telephone or other communication lines, disease, failure to obtain valid travel documents or to follow travel instructions. Neither THE SPECIAL TRAVEL CORPORATION nor these third-party suppliers, or their respective subagents, shall be held liable for loss or damage to property or injury of person arising out of events of force majeure, including but not limited to strikes, war, acts of terrorism, extreme weather, flight delays or turbulence, quarantine, sickness, government restrictions or regulations, or any other cause beyond the reasonable control of such parties.
By booking with THE SPECIAL TRAVEL CORPORATION the travel agent and the passenger waive any claim against THE SPECIAL TRAVEL CORPORATION and their respective officers, directors, employees, contractors, and agents, for any loss of or damage to property or injury to any person caused by reason of (i) any defect, negligence, or other wrongful act or omission or any failure of performance of any kind by any airline, hotel, ground transportation, or other travel provider, (ii) any claim for inconvenience, loss of enjoyment, mental distress or other similar claim, (iii) any delayed departure, missed connection, substitute accommodation, termination of service or change in fares or rates, and (iv) overbooking, flight cancellation, lost or misconnected baggage, or any claim arising of the air transportation portion of any vacation package. Under no circumstances will THE SPECIAL TRAVEL CORPORATION be liable for any special, incidental or consequential damages arising from the provision of our travel services or vacation packages. Certain exclusions may not apply in some jurisdictions.
10. GOVERNING LAW AND DISPUTE RESOLUTION
This Terms and Conditions shall be governed by the laws of the laws of Canada. If you find you have a claim or dispute with any of the travel or excursion providers, we will provide you with as much assistance as reasonably possible to assist you in resolving the dispute. THE SPECIAL TRAVEL CORPORATION does not control and cannot be responsible for such factors as weather, government actions, terrorism, mechanical breakdowns, your physical, medical or mental disabilities, your failure to obtain valid travel documents, your failure to follow travel instructions, or for denied entry at destination or reentry into your country of origin.
Should a dispute or controversy arise concerning these Terms and Conditions or involving a loss, injury or damage during or relating to the trip, the parties' remedies shall be limited to dispute resolution through binding arbitration in the Province of Ontario, and shall be governed by the laws of Canada. Each party shall appoint an arbitrator. The arbitrators shall appoint a neutral arbitrator. The decision of the arbitration panel shall be final and binding on the parties. Each party shall be responsible for their own costs with the costs of the neutral arbitrator to be divided evenly between the parties.
If any term or provision of this contract is held invalid or otherwise unenforceable, the enforceability of the remaining terms or provisions will not be impaired thereby.
11. TRAVEL PROVIDER CHANGES AND CANCELLATIONS & REFUNDS
All prices and features described in THE SPECIAL TRAVEL CORPORATION' promotional materials and website are subject to change without notice. Some hotel room or private home photographs may not depict the standard room category. Any refunds will be made as soon as possible in the original form of payment. No refunds will be made for any services provided in the vacation package or itinerary that the passenger does not use. Passengers who do not travel are subject to 100% cancellation penalties.
In the unlikely event that a predeparture change of accommodation, departure or return date, departure city or destination becomes necessary, we endeavor to find comparable accommodations and will notify the travel agency as soon as possible. If our alternate arrangements are unacceptable to the passenger, the travel agent may cancel without charge provided that the travel agent notifies us within 7 days of receipt of notice of the change (or prior to departure date if we notify less than seven days prior to departure).
12. INTERNATIONAL TRAVEL AND DENIAL OF ENTRY
Passengers traveling to any international destination must have a valid passport and valid entry documents. THE SPECIAL TRAVEL CORPORATION is not responsible for any passenger who is unable to travel as a result of their failure to have the required travel documents or is denied entry into any country or reentry back into their country of origin.
13. TRAVEL RESTRICTIONS
THE SPECIAL TRAVEL CORPORATION will not allow travel to unaccompanied minors under 18 years of age, and some hotels require that the adult companion be at least 21 years of age. Some age restrictions may apply for car rentals and on cruises. Infants under 2 years may be free of charge, provided parents make arrangements directly with the hotels for incidentals such as food, crib, etc. Disabled travelers must be accompanied by an able-bodied traveler who shall be responsible for ensuring the disabled traveler's participation in the excursion. Most travel and excursion services, hotels and visiting sites outside the United States and Canada are not, nor are they required by law, to be handicapped accessible, and may not be equipped with wheelchair ramps or other adaptive devices or equipment. THE SPECIAL TRAVEL CORPORATION and its suppliers cannot be held responsible if ramps or other adaptive devices are not available. Restrictions for handicapped travelers may also apply for cruises.
We reserve the right to accept or reject any person whose conduct impairs the safety or security of the group to whose behavior is deemed incompatible with the interest of the group. Any expenses incurred to remove or return such person to the departure city will be charged to the expelled participant(s).
14. INSURANCE
We recommend that all passengers purchase comprehensive travel insurance at the time of booking as THE SPECIAL TRAVEL CORPORATION is not responsible for health problems, injury, death, cancellations, weather, missed connections, unforeseen circumstances, delayed, damaged or lost baggage, or any expenses that passengers may incur.
SPECIAL TERMS AND CONDITIONS APPLICABLE TO THE SPECIAL TRAVEL CORPORATION WITH SCHEDULED AIR TRANSPORTATION OR LAND ONLY PACKAGES
1. CHANGES BY AIRLINES
If a scheduled airline initiates a schedule change which results in a fare increase, the passenger is responsible for the price increase regardless of whether it occurs before or after the vacation price has been paid in full. All prices are subject to change if not paid in full due to fuel surcharge increases, government taxes and fees increases or unforeseen circumstances. The travel agency will be notified immediately upon discovery of an increase and will have the option of paying the difference or canceling with full refund. The passenger may incur additional airline baggage and optional fees (food, excess baggage, etc.), charged by the airline at check in.
2. TICKETS & REFUNDS
Refunds (if applicable) for scheduled air programs will be based on the value of the original ticket less any airline processing fees.
SPECIAL TERMS AND CONDITIONS SPECIFIC TO PUBLIC CHARTERS
These special terms and conditions apply to those travel packages where THE SPECIAL TRAVEL CORPORATION arranges for charter air transportation provided by one or more air carriers.
THE SPECIAL TRAVEL CORPORATION is not responsible, unless negligent, for the personal injury or property damage caused by any direct air carrier, hotel or other supplier of services in connection with the charter.
1. CANCELLATION OR MAJOR CHANGE BY THE SPECIAL TRAVEL CORPORATION
If THE SPECIAL TRAVEL CORPORATION makes a "major change" or cancels the tour or travel package 10 days or more before the departure date, we will notify the travel agent in writing within 7 days of becoming aware of the change or need to cancel. THE SPECIAL TRAVEL CORPORATION may not cancel a charter less than 10 days before the scheduled departure date, except for circumstances that make it physically impossible to perform the charter trip. Under these circumstances, we will notify the travel agent as soon as possible. Our only liability will be to return all monies paid or provide a refund. For International Flights only: Additional restrictions may be imposed on the flights by the foreign governments involved, and if landing rights are denied by a foreign government, the flight will be cancelled, and the passenger will receive a full refund. In accordance with federal regulations, a "major change" constitutes any of the following: a change in the departure or return date which THE SPECIAL TRAVEL CORPORATION knows of more than 2 days before the scheduled flight date, unless the change results from a flight delay; any charter flight delay of more than 48 hours; a change in the origin or destination city for any flight leg, unless the change only affects the order in which cities in a tour package are visited; a substitution of any hotel; or a price increase occurring 10 or more days prior to departure and resulting in an aggregate price increase of more than 10%.
2. PASSENGER’S RIGHT TO CANCEL IN THE EVENT OF A MAJOR CHANGE
If THE SPECIAL TRAVEL CORPORATION makes a "major change" before the departure date, the passenger has the option to cancel and receive a full refund by providing through his travel agency with written notice of cancellation within 7 days of receiving our notice of the "major change". If THE SPECIAL TRAVEL CORPORATION makes a "major change" after the departure date, the passenger has the option to reject the substituted hotel, changed date, origin, or destination of a flight leg and receive a refund of that portion of the tour package not provided; in this case the passenger will receive a refund within 14 days of the return date for the tour package.
© Copyright, The Special Travel Corporation
Last Update: October 13, 2023
THE INFORMATION IN THIS WEBSITE IS CURRENT AS OF THE DATE OF BOOKING AND MAY BE DIFFERENT ON PASSENGER’S BOOKING OR TRAVEL DATES
TERMS AND CONDITIONS FROM THE AIRLINE
Please read and accept the following Terms and Conditions to continue with your purchase of any product or air segment offered by PLAY Airlines.
When you book a flight with PLAY you agree to our General Conditions of Carriage for passengers and baggage.
General Conditions of Carriage
Article 1 - Definitions and Interpretations
1.1 Title and Headlines
1.1.1 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 noninfluence on the way the text is to be interpreted.
1.2 Definitions
1.2.1. 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:
We, us, our, ourselves
You, your, yourself or passenger
Any person who has made a Booking with us and is named in the Ticket.
Authorized Agent
Sales agent who we have selected to represent us in the sale of air travel services.
Baggage
Means your personal property accompanying you in connection with your trip. Unless expressly stated to the contrary the term Baggage includes both Checked Baggage and Hand Baggage.
Baggage Check
Means the portions of the Ticket or the Baggage Identification Tag which relate to the carriage of your Checked Baggage.
Baggage Identification Tag
A document issued solely for identification of you Checked Baggage.
Booking
Means a request has been made by you or on your behalf for travel on our flights which has been accepted and registered by us or our Authorized Agent.
Booking Confirmation
A document provided by us and sent to the Contact Person email address following the completion of your Booking once it has been processed and confirmed by us. The Booking Confirmation sets out the passengers’ names, flights, dates, timings and routes of the flights you have booked with us and a Booking Number.
Booking Number
The unique code comprising of six characters (letter and numeric), provided by us and sent to the Contact Person email address used in your Booking. The Booking Number is used to identify your Booking and precondition to make any changes or modifications thereto.
Checked Baggage
All Baggage for which we have taken responsibility for, and for which, in that connection, we have issued a Baggage Check.
Check-in Deadline
The deadline, set by us or an Authorized Agent, by which time you must have completed Check-informalities and, if applicable, you have obtained your boarding pass.
Contact Person
A person of at least 18 years of age who makes a Booking on behalf of all Passengers in that Booking.
Conventions
Means each of the following agreements as applicable:
The Convention for the Unification of Certain Rules Relating to International Carriage by Air, which was signed on 12 October 1929 in Warsaw (hereinafter referred to as the Warsaw Convention)
The Warsaw Convention, as amended at The Hague on 28 September 1955
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 and by Additional Protocol No. 4 of Montreal (1975)
The Additional Convention of Guadalajara (1961)
The Montreal Convention (1999)
1.2.14 Damage
Includes death, injury, delay, loss, partial loss or other damage arising out of or in connection with carriage or other services performed by us.
Fare
The total price which you must pay for the flight which you have booked with us and for any Optional Service. The Fare is comprised of the Flight Fare, Optional Service Charges and taxes and other government charges.
Flight Fare
The applicable price we have set for a Booking excluding Optional Service Charges.
Hand Baggage
All Baggage and personal items, or other articles (not included in Checked Baggage) accompanying you on your flight.
Optional Service
Any service that is not included in the Flight Fare applicable to the relevant Booking, such as for seat reservations, cancellation protection and Checked Baggage. Information about our Optional Service can be found here.
Optional Service Charge
The price you must pay for Optional Service.
Tariff
The published fares, charges and/or related Conditions of Carriage of an airline filed, where required, with the appropriate authorities.
Ticket
A document which entitles you to travel on our flights, being either a Booking Confirmation or another document issued by us or on our behalf after the Booking is confirmed and before boarding, including a Baggage Check.
Travel Documents
Any required documents which meet our requirements, including passports and visas, for complying with all laws, regulations and other provisions of government authorities related to traveling the countries you are flying from and to, and through which you will transit.
Article 2 - Applicability
2.1 General
2.1.1 These General Conditions of Carriage are our conditions of carriage to which reference is made on your Booking Confirmation, our website and other documents issued by us in connection to your Booking. Except these General Conditions of Carriage say otherwise they will apply to all carriage of you and your Baggage performed by us, and to other services provided by us, whether paid for or otherwise.
2.2 Charter Operations
2.2.1 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 your Ticket.
2.3 Overriding Law / Mandatory statutory provisions.
2.3.1 We are subject to national and international Conventions and regulations when transporting our passengers. Our General Conditions of Carriage will apply insofar as they do not conflict with applicable Tariffs or Conventions. In those cases where an inconsistency exists between our General Conditions of Carriage and applicable Tariffs and Conventions, the Tariffs and/or Conventions will always take precedence over our General Conditions of Carriage.
Article 3 - Bookings
3.1 Making a Booking
3.1.1 All Bookings must be made by someone over the age of 18.
3.1.2 Prior to making a booking on our website you need to set up your personal account (MyPLAY). To set up the account, you will need to provide your full name, email address and password you wish to use.
3.1.3 If a Booking is made by a Contact Person on behalf of other Passengers, the Contact Person must accept these General Conditions of Carriage on behalf of all the Passengers and take responsibility for managing and passing on any communication about the Booking to other Passengers. If the Contact Person is not a Passenger we shall be provided with the email and phone number of the Passengers so we can contact them directly in the event of any disruption to their flight, such as delays or cancellations.
3.2 Confirmation of Booking
3.2.1 When your Booking has been confirmed by us or by our Authorized Agent a Booking Confirmation along with the Booking Number will be issued by us and sent to the Contact Person email address used in the Booking. If you try to make a Booking but for any reason this fails and does not generate a Booking Confirmation you will not have a valid Booking with us. If you think you have made a Booking but have not received a Booking Confirmation or Booking Number, please contact us.
3.2.2 The Booking Confirmation constitutes as proof that a contract has been concluded between us and the Passengers whose names are stated on the Booking Confirmation. In times when ticketing cannot be done instantly you will be sent the Booking Confirmation as soon possible.
3.2.3 You may be required to present the Booking Confirmation along with the Booking Number to gain access to the airport and facilitate the check-in process.
3.2.4 These General Conditions of Carriage apply to all Bookings unless otherwise stated in the Ticket.
3.3 Transferability
3.3.1 A Ticket is not transferable to other people.
3.4 Changes to Bookings and Transferability
3.4.1 The Booking is only valid for the dates of travel specified on the Ticket.
3.4.2 All changes to Bookings are subject to a changing fee per Passenger in addition to any possible air fare difference between the selected dates. If you would like to change your travel date, please contact our Service Team who will assist you with making these changes.
3.4.3 Destination changes are not allowed.
3.5 Contact between us and Passengers
3.5.1 If we need to contact you or any Passenger in your Booking, we will do so using the email address of the Contact Person given when the Booking was made, and occasionally by text message to the mobile number you gave us. Evidence that we sent the email or text message will be considered to be evidence that you received it.
3.5.2 The Contact Person named by you when the Booking was made is deemed authorized to represent all Passengers in the relevant Booking in all contractual matters relating to this carriage agreement and is to be deemed full and final recipient of all notifications and services provided by us, discharging us of any further duty with respect to these notifications and services.
3.6 Cancellation of Bookings
3.6.1 If we cancel your Booking your Ticket will become invalid at the latest after the completion of the flights concerned. The only case in which this does not apply is when these flights were previously rebooked, or if you have the right to rebooking regardless, according to the terms of these General Conditions of Carriage.
Article 4 - Optional Service
4.1 General
4.1.1 Optional Service is charged with an Optional Service Charge, for further information see here.
4.2 Occupation of seats
4.2.1 When you book a flight, you have the option to reserve a preferred seat. A seat reservation is considered an Optional Service and the applicable charge will apply.
4.2.2 We will endeavor to honor 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. In the event we need to change your seat, we will always attempt to assign you a seat of equal category (e.g. an aisle seat, a window seat, a seat with more legroom). Charges for seat reservation are non-refundable unless an alternative suitable seat cannot be allocated. We are furthermore entitled, but not obliged, to grant Passengers priority in choosing a seat on the basis of the order in which they checked in. On flights to, from or via the U.S., in the event we are unable to reseat a passenger in the same class of service or better, we will provide you with a refund of the fare difference between the original class of service and the actual class of service; and if you are unwilling to be reseated in another class of service, you can refuse to travel and receive a full refund in which case we will have no further liability to you.
Article 5 - Fares, taxes, fees, charges and payment
5.1 Fares
5.1.1 Flight Fares, Optional Service Charges and other charges and fees are non-refundable except as otherwise provided in these General Conditions of Carriage. The Flight Fare will only apply to carriage between the place of departure and the final destination, unless specifically stated to otherwise. Flight Fares do not include ground transport between airports or between airports and ground terminals. Flight Fares are calculated according to the available Flight Fares on the day the Booking is confirmed for a journey on a particular day.
5.2 Taxes, charges, and fees
5.2.1 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 make your Booking, you will be advised of taxes, fees and charges not included in the Flight Fare, most of which will normally be shown separately on the Booking Confirmation. On flights to, from or via the U.S., the Flight Fare displayed during the booking process will include taxes, fees and charges. 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 may be obliged to pay it, except on flights to, from or via the U.S., in which case once the transaction is complete, we will not increase the price of the ticket or require you to pay additional taxes, fees or charges unless we provide notice to you prior to the purchase of the Ticket of the potential for an increase in a government imposed tax or fee and obtain your consent.
5.2.2 Where permitted by law a surcharge may apply to Bookings made with a credit card. This will be specified at the time of Booking. This charge covers the extra cost associated with credit card Payments. Under certain circumstances you may be subject to additional fees imposed by your card issuer. Any query relating to such fees must be directed to the card issuer.
5.3 Currency
5.3.1 Taxes, fares, 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 by 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.
5.4 Payments
5.4.1 The Total Fare is payable immediately once the Booking is made.
5.4.2 Tickets can be bought from our website with payment by certain types of credit- or debit cards. Cards accepted at the time of purchase are clearly stated on the online booking pages. We reserve the right to refuse any such credit or debit card for payment at any time for whatever reason. If the card holder is part of the traveling party, the card used for payment shall be presented whenever requested. If the card holder is not part of the traveling party, we reserve the right to ask the card holder or Traveller to provide supplementary data, including the card used for the purchase, together with proof of identification, for acceptance of the amount charged. We also reserve the right to refuse transportation, cancel and void tickets and to request additional payments, at any time, in the event that the payment which the card is submitted in support of is not validated.
5.4.3 Credit card details are held in a secured environment by a third party and transferred through an internationally accepted system.
5.4.4 Credit card will be charged with the amount and currency as per the itinerary clearly stated and accepted by you. We are not responsible for additional charges that may occur outside of our control such as credit or debit card fees, exchange rates, additional airport taxes and fees, etc.
5.4.5 Payments must be authorized by the cardholder named in the Booking.
5.4.6 Cash is not accepted as a form of payment.
5.5 Cancellations of Bookings for certain behaviors
5.5.1 We reserve the right to cancel your Booking, deny you boarding or take other action to protect us and our interests, with or without prior notice to you, if:
1. you cannot provide, upon request, contact information for the cardholder in order for us to carry out security checks.
2. the cardholder did not authorize or disputes the authorization of the payment and/or claims that the Booking is fraudulent.
3. you have not paid (or the cardholder has not paid on your behalf) the appropriate Fares or any other outstanding charges related to your Booking;
4. we reasonably suspect that the Booking, or any information provided in relation to the Booking is fraudulent, deceptive or inaccurate; and/or
5. we reasonably suspect that the cardholder or any Passenger on the Booking, is connected to any other fraudulent activity.
Article 6 - Check-in and boarding
6.1 Check-in Deadlines
6.1.1 Passenger shall arrive at our check-in location and boarding gate sufficiently in advance of flight departure to permit completion of any government formalities and departure procedures and in any event no later than the time that may be indicated by us.
6.1.2 Check-in shall be made online via the MyPLAY account you have set up. Prior to arriving at the airport for your flight, you must check in online and either print your boarding pass or download a mobile boarding pass. Online check-in is not available for our flights from Bologna BLQ, Geneva GVA and Salzburg SZG. All passengers traveling on our flights from Bologna, Geneva or Salzburg are required to check in at our help desk at the airport.
6.1.3 Boarding and Check-in Deadlines may be found on your Ticket, our website and are available by contacting us or our Authorized Agents. If no time is indicated, Check-in Deadline is 1hour before the originally scheduled departure time. We reserve the right to cancel your reservation if you do not comply with the check-in formalities or deadlines.
6.2 Boarding deadlines
6.2.1 You must be present at the boarding gate no later than the time specified by us when you checked in. This time will normally be specified on your Ticket or on airport monitors but may be changed by public announcement or otherwise. If you do not present yourself at our boarding gate by the deadlines stipulated, your Booking will be cancelled. The flight will under no circumstances be held, and you will be denied boarding at your own expense.
6.2.2 In any event you should be at the boarding gate at least forty-five (45) minutes prior to departure. Boarding closes fifteen (15) minutes prior to departure. After that time, no Passenger scan board the plane.
6.3 Failure to meet check-in and boarding deadlines.
6.3.1 If you fail to meet check-in and boarding deadlines and other requirements pursuant to Article15 your reservation will be cancelled and you will be denied boarding. We shall not liable to you for any cost, expenses or Damages you incur due to the failure to comply with the provisions of this clause. Your Fare will not be refunded.
Article 7 - Right to refuse carriage.
7.1.1 We can refuse to conclude a contract of carriage with you or your Baggage in respect of any flight or flights you have booked with us if we tell you, in writing, that we will not carry you on any of our flights.
7.1.2 We may also refuse cancel your flight and to carry you or your Baggage if one or more of the following has occurred or we have reason to believe it may occur:
(a) such action is necessary to comply with any laws, regulations, or government orders.
(b) the carriage of you and / or your Baggage could endanger the health or safety of others or could interfere with the physical welfare or comfort of other Passengers or crew.
(c) your mental or physical state, including your impairment from alcohol or drugs, presents or appears to present a hazard or risk to yourself, to passengers, to crew, to the aircraft or to property of us or others.
(d) you have refused to cooperate with a security check or to submit to a security check for yourself or your Baggage or, having submitted to such a check, you fail to provide satisfactory answers to security questions at check-in or the boarding gate, or you fail a security profiling assessment / analysis, or you tamper with or remove any security seals on your Baggage or security stickers on your boarding pass;
(e) you use threatening, abusive or insulting words or behave in a threatening, abusive or insulting manner towards ground staff or members of the crew prior to or during boarding the aircraft or disembarkation from a connecting flight or on board the aircraft before take-off.
(f) you fail to observe or obstruct or hinder our instructions with respect to safety or security, whether prior to boarding or on board the aircraft, or those of any ground staff or crew member in the performance of their duties or if your tamper or threaten to tamper with the aircraft, its equipment or any part thereof.
(g) you have not paid in full the Fare or other fees levied by us.
(h) the cardholder of the debit or credit card used to pay for your booking did not authorize the payment or the cardholder, card issuer or acquiring bank claims that the transaction is
fraudulent or we reasonably suspect that the cardholder or Passenger is connected to fraudulent activity or there have been previous fraudulent activity or chargeback by your or the cardholder.
(i) you present a Ticket which has been acquired unlawfully or has been purchased from a source other than us or our Authorized Agents, or which has been reported lost or stolen, is a counterfeit or you cannot prove that you are the person named in the Ticket;
(j) you commit a criminal offence during check-in or any of the other operations of embarkation on, or disembarkation from, your flight or disembarkation from a connecting flight or onboard the aircraft before take-off.
(k) you have committed an offence on a previous flight, and we have reason to suspect that you could repeat such behavior;
(l) you are not in possession of valid Travel Documents, you wish to enter a country which you are only entitled to travel through or for which you have no valid Travel Documents, you destroy your Travel Documents during the flight, or you refuse to hand over your travel documents to the crew in exchange for a receipt when asked to do so;
7.2 Consequence of cancellation of Booking, refusal to carry or removal of Passenger.
7.2.1 If you are refused carriage due to one or more of the circumstances described in Article 7.1 written warning is not required, and we will cancel the Booking with no liability to refund the Ticket or for other expenses, except as required by applicable law or regulation.
7.2.2 If we have, in the exercise of our reasonable discretion, refused to carry you, or removed you in route, for any of the reasons mentioned in Article 7.1 , then we may cancel any remaining unused portion of the Ticket, you will not be entitled to further carriage or to any refund with respect to any of the sectors covered by the Ticket and we will not be liable for any consequential loss or damage alleged due to any such refusal to carry or removal in route, except as required by applicable law or regulation.
Article 8 - Passengers with special needs, unaccompanied minors, and pregnant passengers
8.1 General
8.1.1 The carriage of unaccompanied minors, pregnant passengers or passengers with special needs may be accepted on the condition that approval has been received from us.
8.1.2 You and we must be reasonably satisfied that before you board the aircraft you are medically fit to fly. If you have any reason to suspect, or ought reasonably to know, that you have a condition which might be exacerbated by the normal operation of an aircraft and/or others on board or could cause you difficulty if you do not have medical assistance before the flight has ended, then you should not fly and we may not accept you for travel. If you have any doubt whatsoever you must seek professional medical advice before flying with us. Whenever you are aware of a medical condition of this type, but have been advised that you are fit to fly provided certain precautions are taken (for example, use of medication), it is your responsibility to ensure that all such precautions are in fact taken before, during and after your flight as needed. We may ask you to produce written evidence of your fitness to fly before we can accept you for travel.
8.2 Passengers with special needs
8.2.1 If you need special assistance because of a disability or reduced mobility, you must tell us about your needs when you make your Booking or within reasonable time after you made your Booking or as soon as you become aware that you will need special assistance. This must be at least 48 hours before the scheduled departure time so we can pass on the request to the relevant airport teams.
For all flights to, from or via the U.S., we will comply with the U.S. Department of Transportation disability regulations concerning advance notice requirements for passengers with disabilities.
8.2.2 Under EC Regulation 1107/2006, and subject to any other relevant regulations, we may refuse to allow a disabled person or a person with reduced mobility on the plane if that is necessary to meet any safety requirements that apply; such as the type of plane, the size and layout of the cabin and the aircraft and its doors, the total weight or number of passengers the plane can carry, the number of passengers crew members could manage to help in an emergency evacuation, and any other matters relating to emergency procedures.
8.2.3 For safety reasons, if you have a disability or medical condition which means you are unable to understand the safety briefing, fasten and unfasten your seat belt, take out and put on your lifejacket, leave your seat and get to an emergency exit, put on an oxygen mask; and/or use the toilet on your own we require an assistant person to accompany you on your flight. We will make all reasonable efforts to give such person a seat next to you onboard the aircraft.
8.2.4 Carriage of assistance dogs in the cabin or other supporting animals is always subject to relevant national laws and regulations.
8.2.5 Further information about Special assistance can be found here.
8.2.6 On all flights to, from and via the U.S., we will comply with the U.S. Department of Transportation regulations concerning passengers with disabilities, 14 CFR Part 382.
8.3 Expectant mothers
8.3.1 Expectant mothers are permitted to fly to us if they are mentally and physically fit to fly until the end of week 35 of pregnancy. After week 36 of pregnancy expectant mothers are not permitted to fly with us.
8.4 Unaccompanied minors
8.4.1 We do not allow children under the age of 8 to travel alone on our flights. Children between the ages of 8-11 years old (having reached their 8th birthday but not their 12th birthday) can travel alone but require the unaccompanied minor services.
8.4.2 Children that have reached their 12th birthday can be booked as adults on our website and may travel on their own. The unaccompanied minor service is available but not required.
8.4.3 Passengers that have not reached their 18th birthday cannot accompany other children under the age of 12 or infants unaccompanied minor services.
Article 9 - Baggage
9.1 Included in the Flight Fare
9.1.1 Included in the Flight Fare is one personal item with a maximum weight of 10 kg and no bigger than 42 x 32 x 25 cm including wheels and handles.
9.2 Baggage Incurring an Additional Charge
9.2.1 All other Baggage is chargeable in accordance with our Optional Service Charges visible on our website.
9.2.2 Baggage that is taken on board as Carry-on Baggage must be of a size and/or weight that means it can be stowed in a closed baggage locker in the cabin, or under the seat in front of you. The item must not exceed 56x45x25 cm with maximum weight of 12 kg. Objects that exceed the permitted limits or items that we consider will not fit in the cabin must be sent as Checked Baggage. Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments), and which do not meet the requirements of this clause, will only be accepted for carriage in the cabin of the aircraft if you have given us notice in advance and permission has been granted by us. You may be required to pay a separate charge for this service.
9.2.3 Combined dimensions on Checked Baggage may not exceed 158 cm/62 inches with maximum 20 kg.
9.2.4 Excess Baggage is accepted of/up to maximum 32 kg per bag, if capacity is available. This is charged per each kg that goes over the 20 kg limit and charged in accordance with our Optional Fees & Charges visible on our website.
9.2.5 Odd-sized baggage is accepted upon charge and chargeable in accordance with our Optional Fees & Charges visible on our website.
9.3 Packing Conditions of Baggage
9.3.1 All Baggage should be packed in accordance with our packing conditions published on our website, but always in such a way where it can withstand normal luggage handling and where damage will not occur during transport. Certain items are not designed for air travel and needs extra protection such as skies, golf equipment, music instruments, baby stroller, car seats and bicycles. It is your responsibility to properly pack your Baggage and provide the Baggage with the extra protection it needs. Each Passenger is solely responsible for packing their Baggage in such a way that the contents cannot be damaged.
9.3.2 We strongly recommend our passengers to take out travel insurance. All Checked Baggage must be clearly marked with name, e-mail, phone number and address. Please note that Baggage that is packed only in a plastic bag is not considered to fall under normal packaging conditions.
9.4 Prohibited item and items unacceptable as Baggage
9.4.1 You may not place the following in your Baggage:
1. objects that are not Baggage as defined in these General Conditions of Carriage,
2. objects that may cause damage to and/or endanger the aircraft, persons or goods on board the aircraft, such as for example the objects listed in the Safe Transport of Dangerous Goods Regulations of the International Civil Aviation Association (ICAO) or the International Air Transport Association (IATA);
3. objects, whose carriage is forbidden owing to the national legislation or official regulations of a country, via which or to which the aircraft is flying.
4. objects which in our opinion are unsuitable for carriage in that they are deemed a safety hazard, or unsuitable for carriage on account of weight, size, shape or other properties, or which are fragile or perishable.
5. firearms and explosives, handguns, automatic weapons, ammunition including blanks, gunsights, fireworks, flares, smoke canisters and firecrackers.
6. live animals, except as described in Article 9.9.
9.4.2 Weapons and ammunition, including sporting and hunting weapons, are prohibited in the cabin. In general, no weapons and ammunition, other than sporting and hunting weapons, are acceptable as Checked Baggage. Weapons must in all cases be unloaded and made safe, and otherwise properly packed, and the bolt/for end must be sent separately from the rest of the
weapon. The carriage of ammunition is subject to the regulations of the ICAO and IATA regarding dangerous goods.
9.4.3 It is forbidden to bring replicas of weapons, daggers, (flick) knives and other articles resembling offensive weapons as Carry-on Baggage, but these may be accepted as Checked Baggage.
9.4.4 For flights that do not include a point of origin or destination in the Unites States you must not include in you your Checked Baggage fragile objects, perishable or valuable objects, such as money, jewelry, precious metals, keys, laptop computers and precious stones, money, security documents, briefcases and attach cases with alarms installed, medicines, medical certificates or identity documents in your Checked Baggage since our liability for any loss, damage and delay to baggage is limited..
9.4.5 For flights that do include a point of origin or destination in the United States we recommend that you do not place in your Checked Baggage fragile objects, perishable or valuable objects, such as money, jewelry, precious metals, keys, laptop computers and precious stones, money, security documents, briefcases and attach cases with alarms installed, medicines, medical certificates or identity documents.
9.5 Right to refuse carriage of Baggage.
9.5.1 We reserve the right to refuse to carry your Baggage or refuse onward carriage of your Baggage (after check-in) if one of the following problems is identified:
1. objects described in clause 9.4 are discovered in your Baggage.
2. the Baggage is of such a size, shape, weight, content, or other properties that they are unsuitable for carriage on board an aircraft.
3. the Baggage is not packed properly in suitable packaging, such that normal conditions we can guarantee that it will arrive undamaged.
9.6 Right of search
9.6.1 For reasons of flight safety and security your baggage may be searched and examined. If we cannot contact you, your Baggage can be searched in your absence. The purpose of this search is to ascertain that your baggage does not contain any prohibited item or items unacceptable as Baggage. 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. If a search or examination made by local authorities causes damage to your baggage or injury to you, we are not liable for any such damage.
9.7 Checked Baggage
9.7.1 When the Baggage has been presented to us for check-in, we will take charge of the Baggage and issue a Baggage Identification Tag for each piece of Checked Baggage.
9.7.2 When you present Baggage for check-in, you are obliged to:
1. attach a label that includes as a minimum your name, address; and
2. pack all Baggage in suitable packaging, as stated on these General Conditions of Carriage and on our website.
9.7.3 Equipment for children/infants (e.g. stroller, car seat etc.) are accepted free of charge. Maximum number of equipment is two for each children/infant.
9.7.4 Checked Baggage limits and charges shall not apply to passengers’ mobility aids, and medical equipment. Rules regarding the carriage of mobility aids and medical equipment may be obtained on demand from us, our website or from one of our Authorized Agents.
9.8 Collection and delivery of Checked Baggage
9.8.1 You are required to collect your Baggage as soon as possible at the destination or a stopover. If you do not collect your Baggage within a reasonable time, we may charge a storage fee. If you do not collect your Checked Baggage within three months after arrival at the destination, we may dispose of it without any liability to you.
9.8.2 Only the bearer of the Baggage Check and Baggage Identification Tag is entitled to delivery of the Checked Baggage. We accept no responsibility for checking the identity or authority of the bearer of the Baggage Check and Baggage Identification Tag or for checking that such person has any right to collection.
9.8.3 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.
9.9 Animals
9.9.1 We do not accept live animals on board our flights except service dogs accompanying Passengers with special needs and then only to the extent permitted by applicable law, provided, however, that you shall remain solely responsible for obtaining all certificates, import permits and other documents required by the destination country. We are not responsible for verifying that an animal has the necessary documentation, including vaccination documents prior to travel through, to or from any country. We shall not have any liability for fines, costs or losses incurred in connection with an animal being refused entry into a country.
Article 10 - Schedules and Flight Irregularities
10.1 Schedules
10.1.1 We will do our best to adhere to the published timetable for the day of carriage. Times indicated in timetables or elsewhere are not guaranteed and may change between when the timetable is published and the date the passenger wishes to travel.
10.1.2 Before we accept your Booking, we or our Authorized Agent will inform you of the scheduled departure time for your flight and it will be displayed on your Ticket. We reserve the right to change the departure time of your flight after the Booking is made. If you provide contact information to us or our Authorized Agent, we will do our best to inform you of such changes.
10.1.3 Should you wish to combine more than one of our flights on two separate tickets or combine one of our flights with a flight from another airline, you do so at your own risk.
10.2 Cancellation and delays
10.2.1 We do not guarantee your flight will be operated by the aircraft specified in our timetable and reserve the right to substitute aircraft as may be necessary from time to time. Sometimes, we may need to change the aircraft type or use another airline’s aircraft and, in these circumstances, we cannot guarantee that you will always receive the same level of in-flight service and baggage allowances as we provide.
10.2.2 If at any time after the Booking has been made, your flight is cancelled, re-routed or delayed, we will provide assistance in accordance with the applicable laws. This section does not give you any additional contractual rights.
Article 11 - Refunds
11.1 Non-refundability.
11.1.1 All monies paid for Bookings (including any card charges and/or other fees) and/or extra services (such as luggage allowance), are non-refundable, except as otherwise provided in these Conditions of Carriage or wherever required by applicable law or regulation. For the avoidance of doubt, we do not offer refunds in the event of passengers being unable to fly due to any change impersonal circumstances, including but not limited to medical grounds, except as otherwise provided in these Conditions of Carriage. 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 these Conditions of Carriage.
11.2 Cancellation protection
If you purchased PLAY’s cancellation protection, Fares may be refundable, subject to the cancellation protection terms and conditions as they are on our website.
11.3 Refunds
11.3.1 If you are entitled to a refund for reasons other than those stated in clause 11.2, the sum tobe refunded will be as follows:
11.3.2 If no part of the Ticket has been used, a sum equivalent to the Fare will be refunded, less the applicable service charges and cancellation fees.
11.3.3 If part of the Ticket has been used, a sum corresponding to the difference between the Fare and the applicable Fare for travel between the airports where the Ticket has been used will be refunded, less the applicable service charges and cancellation fees.
11.3.4 Government taxes and charges for unused flights may be refunded, provided that you send us a request via.
11.4 Recipient of refund
11.4.1 All refunds will be made by crediting the debit or credit card registered as the means of payment for the Booking. All claims for refunds must be submitted via the refund form on our Website. Refunds can only be made to a card in the name of the person who paid for the original payment, regardless of the payment method (e.g., gift card, credit card).
11.5 Currency
11.5.1 We reserve the right to refund sums in the same currency used to purchase the Ticket.
Article 12 - Conduct on board
12.1 General
12.1.1 You can be removed from the aircraft and your further carriage may be refused, if it is our objective opinion that you are conducting yourself on board in such a way that you endanger the aircraft, any person or property on board, or that you are obstructing the crew in the performance of their duties or you have failed to comply with any instructions of the crew, including instructions relating to smoking, alcohol or the use of drugs, or if you are behaving in such a way which may flyplay@flyplay.com cause objection, disturbance, damage or injury to other passengers or crew. We may take such measures as we deem necessary to prevent such behavior from continuing, including physical restraint. If you fail to comply, the captain of the aircraft may decide to land the aircraft at the nearest location and offload the passenger. Claims will be made against you for diversion cost and your tickets will be invalid for further carriage. Details of your conduct will be reported to relevant authorities. You can be prosecuted for offences committed on board the aircraft.
12.2 Use of electronic equipment
12.2.1 You are prohibited from using electronic equipment containing transmitters or receivers onboard the aircraft. Such equipment includes, but is not limited to, mobile (cellular) telephones, laptops, portable cassette recorders, transistor radios, CD players, electronic games and radio-controlled toys. Exceptions will apply to electronic equipment with flight mode. Flight mode must be activated prior to departure.
12.3 Payment of diversion cost
12.3.1 If, as a result of conduct by you of the sort mentioned this Article we decide, in the exercise of our reasonable discretion, to divert the aircraft for the purpose of offloading you and / or your Baggage, you must pay all costs resulting from that diversion.
12.4 On board alcohol
12.4.1 You are not allowed to consume alcohol aboard an aircraft (whether purchased as duty free from us or someone else or otherwise obtained) unless it has been served to you by us. We have the right, at any time and for any reason, to refuse to serve you alcohol or to withdraw alcohol which has been served to you.
Article 13 - Agreements for additional service
13.1 General
13.1.1 If we make arrangements with a third party to provide you with any services other than carriage by air, or if we issue a ticket or voucher for 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 for such services. The terms and conditions of the third-party service provider will apply. We shall have no liability for such services towards you.
Article 14 - Administrative formalities
14.1 General
14.1.1 You are responsible for obtaining all the required Travel Documents, including visas, and for complying with all laws, regulations, orders, demands and travel requirements in the countries you are flying from and to, and through which they will transit.
14.1.2 You must obey all laws, regulations and orders of any countries you fly from, enter or travel through or in which you are a transit Passenger.
14.1.3 If you cannot present valid identification or the necessary Travel Documents, e.g. passport or visa, on demand, or your Travel Documents do not appear to be in order we reserve the right to refuse you carriage.
14.1.4 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.
14.2. Travel Documents
14.2.1 Prior to travel you must submit all exit, entry, health and other documents, which are required by the country concerned by way of its laws, regulations, orders, demands or other requirements, and you agree to allow us to make and keep photocopies of these documents at our request.
14.3 Refusal of entry
14.3.1 If you are denied entry into any country, you will be liable for any fines or charges imposed on us by the relevant authority. You will also be liable for the cost of transporting you form the country concerned. We will not refund the Fare for the journey to the place where entry was refused.
14.4 Your liability for fines and charges
14.4.1 If we are required to pay any fine or penalty or to pay any detention costs, or other expenditure on account of your failure to respect or abide by the laws, regulations, orders, directives or other travel requirements of the countries concerned, or your failure to produce the necessary Travel Documents, you are obliged to reimburse us on demand any expenses incurred by us. We may use the value of the unused portion of your ticket or your property which is in our custody as part settlement of this payment.
14.5 Customs inspections and searches
14.5.1 If required, you must allow customs or government officials to search your Baggage. We are not responsible for loss or damages which you suffer as a consequence of this search or as a consequence of your failure to comply with this demand.
14.6 Security search/inspection
14.6.1 You must allow us, government officials, airport officials or other carriers to perform a security screening of you and your baggage.
Article 15 - Liability for Damage
15.1 General
15.1.1 Our liability may, pursuant to the applicable Conventions, be reduced or lapse in the event of any negligence on your behalf that caused or contributed to the Damage.
15.1.2 We are not liable for any Damage arising from our compliance with or your failure to comply with applicable laws or Government rules and regulations.
15.1.3 In no case shall our liability exceed the amount of proven Damage. Our liability is limited to documented financial losses, and we will under no circumstances be liable for consequential losses, except as required by applicable laws or Conventions.
15.1.4 The contract of carriage, including these General Conditions of Carriage and exclusions or limits of liability, applies to our Authorized Agents, servants, employees and representatives to the same extent as it and 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.
15.1.5 Unless expressly stated, none of what is contained in these General Conditions of Carriage shall be construed to mean that we waive any exception or limitation in our liability pursuant to applicable laws, Conventions, or agreements.
15.1.6 We are not responsible for any illness, injury or disability, including death, attributable to your physical or mental condition or for the aggravation of such condition. We assume no liability for any unforeseen medical emergency that occurs on board an aircraft. Should we incur costs due to a necessary stop to transport you to a hospital, we reserve the right to hold you liable for the reimbursement of all the costs and expenses we may have incurred in connection with this.
15.1.7 We are liable only for Damage occurring on our flights. If we issue a ticket for carriage on the flights of another airline or accept Baggage for carriage on the flights of another airline, we are solely acting as agent for that airline. Nevertheless, in the case of Checked Baggage you have the right to claim compensation for Damages against the first or last Airline in a consecutive series of carriages as you see fit.
15.1.8 If the Damage was caused by or contributed to by the actions of the person who suffered the damage, we may be exonerated wholly or in part from our liability in accordance with applicable law.
15.1.9 Unless expressly stated to the contrary, the conditions of this Article 15.1 also apply without restriction to the specific cases set forth in Articles 15.2 and 15.3.
15.2 Death of or injury to passengers
15.2.1 The exclusions set out in the Convention and in applicable national law apply in full.
15.2.2 A Passenger whose age, mental or physical condition is such that carriage poses a danger to the Passenger his or herself, must inform us beforehand so that we can check whether and under what circumstances they may be carried without danger
15.3 Damage to Baggage
15.3.1 We assume no liability for Damage caused to Carry-on Baggage unless the Damage was caused by our negligence or the negligence of our agents.
15.3.2 Our liability for Damage, destruction or loss of Baggage is limited to the maximum amounts for international carriage set forth in the Montreal Convention except where you prove that the damage resulted from an act or omission by us or our agents carried out either with the intention of causing Damage, or recklessly with knowledge that Damage would probably result, and you prove that our employees or agents responsible for the act or omission were acting within the scope of their employment.
15.3.3 We are not liable for Damage to baggage caused by delay if we prove that we and our agents took all reasonable measures to avoid the Damage or that it was impossible for us or our agents to take such measures.
15.3.4 We are not liable for any Damage caused by your Baggage. You are responsible for any Damage caused by your Baggage to other persons or property, including our property.
15.3.5 If we prove that any Damage was caused or contributed to by the negligence or other wrongful act or omission of the person claiming compensation, or the person from whom he or she derives his or her rights, we shall be wholly or partly exonerated from liability to the claimant to the extent that such negligence or wrongful act or omission caused or contributed to the Damage. When by reason of death or injury of a Passenger compensation is claimed by a person other than the Passenger, we shall likewise be wholly or partly exonerated from liability to the extent that we prove that the Damage was caused or contributed to by the negligence or other wrongful act or omission of that Passenger.
15.3.6 Except where the Convention applies, we shall have no liability whatsoever for Damage to articles not permitted to be contained in Checked Baggage. This includes fragile and perishable objects, valuable objects (such as laptop computers, jewelry and precious stones, money, security documents, briefcases and attaché cases with alarms installed, medicines, medical certificates or identity documents), regardless of whether this Baggage is checked or taken as Hand Baggage.
15.3.7 Under no circumstances will we be liable for cosmetic and/or surface Damage suffered by Baggage during carriage, and which is caused by normal wear and impacts (wear and tear).
Article 16 - Time Limitation on claims and actions
16.1 Notice of baggage claims
16.1.1 Acceptance of Baggage by the bearer of the Baggage Check without complaint at the time of delivery is prima facie evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage. 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 (7) 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 (21) Days from the date the Baggage has been placed at your disposal. Such notification must be made in writing.
16.2 Limitations of actions
16.2.1 Any right to Damages and / or compensation and / or any other relief whatsoever in relation to your booking 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 determined by the law of the court where the case is heard.
Article 17 - Personal Data
17.1 General
17.1.1 You acknowledge and consent that your personal data may be passed onto, retained and used by us for the following purposes: Carrying out a reservation, acquiring a Ticket, acquiring additional service and carrying out payment, preparing and offering services, simplifying immigration and customs procedures, making fraud prevention checks and making this data available to government officials relevant to your journey, to protect our and others’ rights, property or safety, or in response to requests from any government officials or legal process. To these ends you grant us the authority to gather, store and use this data and to transmit it to our offices, our Authorized Agents, government officials, credit and charge card companies, other Airlines or to those who are providing the services named above. Some of these companies/entities may be located outside the European Union.
Article 18 - Other conditions
18.1.1 Carriage of the passenger and his/her baggage is also provided in accordance with certain other regulations and conditions applying to or adopted by us related to operational safety, punctuality and the passenger convenience. These regulations and conditions as varied from time to time are important. They concern among other things; the carriage of unaccompanied minors, disabled passengers, pregnant women, sick passengers, restrictions on use of electronic devices and items, transportation of certain dangerous articles and the onboard consumption of alcoholic beverages and smoking materials.
18.1.2 Regulations and conditions concerning these matters are available from us upon request.
Article 19 - Choice of Law and Jurisdiction
19.1.1 Unless otherwise provided by the Convention or any applicable law these Conditions of Carriage and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of Iceland.
Privacy Policy
19.1.2 Unless otherwise provided by the Convention or any applicable law the Courts of Iceland shall have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Conditions of Carriage or its subject matter or formation (including non-contractual disputes or claims). Nothing in this clause shall limit the right of PLAY to take proceedings against you in any other court of competent jurisdiction, nor shall the taking of proceedings in any one or more jurisdictions preclude the taking of proceedings in any other jurisdictions, whether concurrently or not, to the extent permitted by the law of such other jurisdiction.
TERMS AND CONDITIONS FROM THE DESTINATION MANAGEMENT COMPANY
Please read carefully the Terms and Conditions applicable to the services offered by ITO TOURS (local Destination Management Company in Netherlands).
Travel organizer:
In its business performance, the party offers prearranged travel packages under its name to the public or a group of persons.
Traveler:
a. the other party of the travel organizer, or
b. the party on whose behalf the travel package has been arranged, and who has accepted this arrangement, or
c. the party to which the legal relationship with the travel organizer has been transferred, under these terms and conditions.
Travel contract: the contract under which a travel organizer undertakes vis-à-vis its other party to provide a prearranged travel package offered by the travel organizer, which includes an overnight stay for more than 24 hours, and at least two of the following services:
a. transport;
b. accommodation;
c. another tourist service, not related to transport or accommodation, which forms a significant travel package.
Accommodation-only contracts: travel contracts for which the traveler only reserves holiday accommodation and organizes the transport themselves.
Booking office: the business which mediates between the traveler and the travel the organizer in entering into the travel contract.
Working days: Mondays through Friday, except for legally recognized public holidays.
Office hours: Mondays through Fridays from 9 AM to 5:30 PM (local), except for legally recognized public holidays.
2. These travel terms and conditions apply to all travel contracts. The travel organizer can stipulate that these travel terms and conditions are also applicable to contracts relating to other travel packages, including accommodation-only contracts and shuttle journeys by coach, as long as stated in the publication.
BEFORE BOOKING THE TRAVEL PACKAGE
Information provided by the travel organizer
1. The travel organizer will provide or ensure information about the traveler’s nationality, passports, visas, and formalities.
The traveler, themselves, is responsible for obtaining the necessary additional information from the relevant authorities and ascertaining in good time before departure whether or not the previously obtained information has changed.
2. The traveler/ travel organizer will provide or ensure information to the traveler on the possibility of taking out cancellation insurance and travel insurance.
3. The travel organizer accepts no responsibility for general information in photos, folders, advertisements, websites and other information carriers if these have been drawn up or published by third parties.
Information provided by the traveler
1. Before or no later than when the contract is concluded, the traveler will provide the booking office or the travel organizer with all information regarding themselves and the travelers for which they have made a booking which could be of importance in the conclusion or realization of the contract. This will include the numbers of their mobile telephones and e-mail addresses, if available.
2. The traveler must provide information concerning the physical and mental condition of the traveler(s) (including the use of alcohol, drugs or medicines) if this material and mental condition could result in discomfort, danger or risks to the traveler or other travelers (passengers and crew) or the property of third parties. The passenger is aware that the coach/carrier (for example, the captain of an airplane) can refuse the passenger the right to further transport if the information turns out to be incorrect or has not been provided.
3. The traveler must also indicate any details that could be important to the travel organizer’s proper realization of the travel package in terms of the party’s capacity or composition for which they have made a booking.
Additional
1. Termination by travel organizer due to low participation The travel organizer is entitled to terminate the contract with immediate effect if the number of bookings is lower than the required minimum number. It will state the period of notice and the required minimum number of bookings clearly in the offer. Termination must take place in writing within the period stated in the confirmation.
2. Booking party
a. A person who enters into an obligation in the name of or on behalf of another person (the booking party) is jointly and severally liable for all the obligations arising from the contract.
b. All communication (including payment) between the traveler(s) on the one hand and the travel organization and the booking office, on the other hand, will take place exclusively through the booking party.
3. Published details and restrictions
a. If the agreed travel package is included in a publication of the travel organizer, the details of this form part of the contract.
b. If the travel organizer has included general restrictions in the program’s available section, and these conflict with the travel terms and conditions, the provisions most favorable to the traveler will be applicable.
4. Departure and arrival times
Departure and arrival times for transport components will be stated in the travel documents. These times are definitive.
5.1 Payment, interest and collection costs
a. At the moment the contract is realized, a deposit must be paid of the total agreed travel sum. Organizers of travel packages, tours, accommodation-only arrangements can deviate from this amount. They must make this known to the traveler in advance.
b. In accommodation-only contracts to hotels, the deposit is 50% of the travel sum.
5.2 The remainder of the travel sum must have the booking office no later than one month before the day of departure. The traveler will be in default if payment is not made on time. If the traveler does not pay on time, the travel organizer will send a payment reminder at no charge. If payment has still not been made by that time, the contract will be deemed to have been cancelled on the day of default. The travel organizer is entitled to charge the cancellation costs owed in this context. In such cases, the cancellation fee will be deducted from the amounts already paid.
6. If the contract is realized less than six weeks before the departure date, the entire travel sum must be paid immediately, in full.
7. In the case of a booking via the internet, the travel agent will structure the booking process so that the traveler is informed before the acceptance that they are entering into a contract. This contract binds the traveler from the moment the travel agent confirms the booking.
8. A traveler who does not comply with a financial obligation to the travel organizer in good time will owe the statutory interest rate on the remaining amount owed. The traveler will also be required to reimburse any collection costs reasonably incurred by the travel organizer. These amounts will be a maximum of 15% of travel sums up to €2,500, 10% of the subsequent €2,500 and 5% of the next €5,000.
9. “The company’s” is not responsible for any promises made by their staff and third parties unless such contracts are confirmed subsequently in writing.
Travel sum
1. The published travel sum is clearly stated as per person/per group/etc. Any extra costs will be stated clearly.
2. The published travel sum is based on the prices, levies, and taxes known to the travel organizer at the time of its publication.
PERIOD AFTER BOOKING THROUGH TO REALISATION OF THE TRAVEL PACKAGE
Changes to travel sum
1. The travel organizer is entitled to increase the travel sum in the context of changes to the transport costs (including fuel costs), the taxes and levies owed, up to 14 calendar days before the date of departure (in the case of accommodation-only contracts, before the date of arrival at the first booked accommodation).
2. The traveler is entitled to reject an increase to the travel sum as referred to in paragraph 1. The traveler must use this right within three working days of receiving notification of the gain on penalty of forfeiture.
3. The traveler is responsible for having the necessary travel documents with them, such as a valid passport or, where permitted, an identity card and any necessary visas.
4. After the contract has been realized. The traveler can request changes to it. This is subject to the condition that the traveler pays the amended travel sum after deducting the amounts already paid. Furthermore, the traveler is required to pay an amendment fee per booking and, if appropriate, communication costs, as stated in the offer.
3. Changing the departure date or reducing the number of paying passengers will be considered a cancellation or part cancellation.
4. The traveler can be substituted by another person in good time before commencing the travel package.
5. Cancellation/changes instigated by the client. Any cancellations or modifications to the order(s) issued can only occur on working days and only at the client’s request. If Cancellation occurs or changes are made to reservations already made at the client’s request, the costs relating to this will be charged. These can be cancellation or amendment costs charged by the service provider and the costs the travel agent is forced to incur to realize the Cancellation or change.
Cancellation by the traveler
1. Standard cancellation fee
If a contract is cancelled, “the company” can charge the traveler the following cancellation fees, in addition to any reservation costs owed:
If a reservation for only hotel accommodation is made, either with or without breakfast, then the following applies to the Cancellation of this reservation.
a. In case of Cancellation more than three months before the first Catering Service should be provided under the terms of the Catering Agreement, the Customer is not obliged from now on called “the Commencement Date” to make any payment to the Hotel Establishment.
b. In case of Cancellation more than two months before the Commencement Date, the Customer is obliged to pay 15% of the Reservation Value to “the company”.
c. In case of Cancellation more than 1 month before the Commencement Date, the Customer must pay 35% of the Reservation Value to “the company”.
d. In case of Cancellation more than 14 days before the Commencement Date, the Customer is obliged to pay 60% of the Reservation Value to “the company”.
e. In case of Cancellation more than seven days before the Commencement Date, the Customer is obliged to pay 85% of the Reservation Value to “the company”.
f. In case of Cancellation 7 days or less before the Commencement Date, the Customer is obliged to pay 100% of the Reservation Value to “the company”.
2. Partial Cancellation
a. If a traveler in a party cancels their share of a contract for a joint stay in the accommodation, they will owe a cancellation fee.
3. Outside office hours
Cancellations made outside office hours are deemed to have taken place on the next working day.
Changes
1. The travel organizer is entitled to change the agreed service provision due to exceptional circumstances
2. In a change, the travel organizer will make the traveler an alternative offer, if possible. This will be done within three calendar days of being notified of the change. The alternative offer must be at least equivalent to the original booking.
AFTER THE TRAVEL PACKAGE
Complaints
1. If a complaint has not been resolved satisfactorily, it must be submitted in writing, giving details, to the travel organizer or the booking office within two weeks after the original departure date of the travel.
2. If the traveler does not submit the complaint in good time, we will have to give the service provider enough time to investigate the matter
3. The travel organizer will issue a written response no later than one month after receiving the complaint.
Disputes
Dutch law applies to the contracts entered into, amended or supplemented based on these Travel Terms and Conditions.
All claim rights will lapse one month after the travel package’s end (or if the travel package did not occur, one month after the original date of departure).
Our Address and details:
ITO tours b.v.
Nieuwstraat 10b
2266AD Leidschendam
T.+31(0)70 3524 534
F.+31(0)70 3548 827
Vacations with Personality
