When you book a flight with AIS Airlines you agree to our General Conditions of Carriage for Passengers and Baggage.
For easy reading, you can download the full version of the General Conditions of Carriage.
Article 1 – Definitions
Fees charged, where applicable, to the Passenger by the Carrier and/or its Authorised Agent, such as but not limited to in consideration of a modification, reissue or refund of a ticket. The Passenger shall be informed by the Carrier of the amount of applicable administration fees prior to finalization of the reservation.
Agreed Stopping Place
A scheduled stop by the Carrier which is located between the place of departure and the place of destination as shown on the schedule.
Airline Designator Code
The code issued by IATA, which identifies each carrier using two or more alphabetical, numerical or alphanumerical characters and that is shown amongst others on the ticket.
A passenger sales agent who has been appointed by the Carrier to represent the Carrier in the sale of air carriage tickets.
Both checked baggage and unchecked baggage, unless otherwise specified, accompanying the Passenger in connection with his/her journey.
The maximum quantity of baggage (in terms of number and/or weight and/or dimensions), if any, determined by the Carrier and with which each Passenger may travel whether or not in return for a payment, depending on fare conditions.
That portion of the identification form, issued to the Passenger, relating to the carriage of checked baggage.
That portion of the identification form attached to the checked baggage.
An Air Carrier whose Airline Designator Code appears on the ticket.
Baggage for which the Carrier has taken custody and for which an identification form has been issued.
Check- In Deadline
The time limit before which Passengers must have carried out their check-in formalities and received their boarding card, and where applicable, the baggage must have been issued.
Contract of Carriage
The declarations and provisions appearing on the ticket, identified as such and incorporating these General Conditions of Carriage as well as notices to Passengers.
A flight coupon which bears the name of the Passenger who is to take the flight identified on the coupon and the particular places between which that Passenger is entitled to travel.
Includes death, injury to a Passenger, delay, loss, partial loss or other damages of whatsoever nature arising out of or in connection with air carriage or other services performed by the Carrier incidental thereto.
The costs for a journey charged to the Passenger, for a specified reservation, corresponding dare conditions, for a given route, and, where applicable for a given date.
Extraordinary circumstances which could not have been avoided despite all reasonable care and attention exercised.
A tag issued by the Carrier for the sole purpose of identifying checked baggage and that includes a portion that is affixed to the baggage (the baggage tag) and another portion that is issued to the Passenger (baggage check).
Issue Fees (or Ticketing Fees)
Fees charged, where applicable, to Passengers by the Carrier or its Authorised Agent, in consideration of issuing a ticket. The amount of the issue fees is determined by the issue of the ticket.
One or more documents that the Carrier issues to the Passenger, that confirms the issue of a ticket that bears his/her name, information of the flight and notices to Passengers.
Any person, except members of the crew, carried or to be carried and in the possession of a ticket.
Passenger with Reduced Mobility (PRM)
Any person whose mobility when using transport is reduced due to any physical disability, intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention.
Any request for carriage by a Passenger recorded by the Carrier or its Authorised Agent.
The list of departure and arrival times for the flights, as shown in the schedule guide published by the Carrier, or under its authority, and brought to the attention of the public by electronic means.
Special Drawing Right (SDR)
The composite unit of currency that is the official unit of exchange of the International Monetary Fund. Information about the current rate of a SDR in the one of the EURO may be found at bank offices.
Taxes, fees and charges imposed by governments, other authorities and/or airport operators.
A document which may be completed by a baggage check, that is issued or authorised by the Carrier or its Authorised Agent. The ticket evidences the Contract of Carriage, includes the coupon, notices to passengers and incorporates the General Conditions of Carriage.
Unchecked Baggage (or Cabin Baggage)
All baggage, other than checked baggage, which remains in the custody of the Passenger.
Article 2 – Applicability
2.1 General Provisions
Except as provided in Articles 2.2 and 2.3 below, these General Conditions of Carriage apply to all flights for which the AIS Airlines designator code (IS) appears on the ticket.
If carriage is performed pursuant to a charter agreement, these General Conditions of Carriage apply only to the extent they are incorporated by reference or otherwise, in the charter agreement or on the ticket.
2.3 Predominance of the Law
These General Conditions of Carriage are applicable to the extent that they are not contrary to mandatorily applicable conventions, laws and regulations, in which case, said conventions, laws and regulations shall prevail. Any invalidation of one or more provisions of these General Conditions of Carriage shall not have any effect on the validity of other provisions, except where the Contract of Carriage could not continue to apply without the provision that has been declared invalid and ineffective.
Article 3 – Tickets
3.1 General Provisions
Subject to proof of the contrary, the ticket evidences the existence, the conclusion and the content of the Contract of Carriage between the Carrier and the Passenger whose name is shown on the ticket.
3.1.1 Carriage is only provided to the Passenger whose name is shown on the ticket. The Carrier reserves the right to check the identity documents of the Passenger and the Passenger must therefore be able to provide the Carrier with proof of his/her identity, as well as the identity of those for whom he/she is responsible, at any time during their journey.
3.1.2 A ticket is not transferable.
If a person other than the Passenger named on the ticket presents a ticket for carriage or refund purposes, and the Carrier, acting in good faith, carries or refunds the person who presents the ticket and later on it is established that the person is not the Passenger named on the ticket, the Carrier shall not be required to carry or refund the Passenger and the Carrier shall have no obligation or liability whatsoever towards the Passenger.
3.1.3 Tickets, which are sold at discounted fares, may be partially or completely non-changeable and/or non-refundable. It is the Passenger’s responsibility when making the reservation, to consult the conditions applicable to the fare and, when necessary, to take out appropriate insurance to cover the risks associated therewith.
3.1.4 A ticket is and remains at all times the property of the issuing Carrier.
3.1.5 Passengers shall only be carried if they are able to present a valid ticket for the flight concerned. A ticket that is damaged or has been modified by a person other than the Carrier or one of its Authorised Agents shall not be valid for carriage.
3.1.6 In the event of loss of or damage to all or part of the ticket or non-presentation of a ticket, the Carrier shall replace all or part of the ticket on the request of the Passenger. This replacement will be in the form of a newly-issued ticket, provided that when the request is made, the Carrier has evidence that a valid ticket was issued for the flight(s) concerned. The Carrier that reissues the ticket shall charge the Passenger administration fees for reissuing their ticket, unless the loss or damage was due to the negligence of the Carrier, or its Authorised Agent. If no evidence is provided by the Passenger that a valid ticket was issued for the flight(s) concerned, the Carrier reissuing the ticket may require the Passenger to pay the fare including tax of the replacement ticket. This payment will be refunded when the Carrier has proof that the lost or damaged ticket was not used during its validity period or, if, during that same period the Passenger finds the original ticket and submits it to the Carrier, subject to the reasonable administration fees as referred to above.
3.1.7 It is the Passenger’s responsibility to take all measures which are necessary to ensure that the ticket is not lost or stolen.
3.2 Validity Period
Unless otherwise provided for on the ticket or in these General Conditions of Carriage, and except for fares that affect the validity period of a ticket, a ticket is valid for carriage:
- For one year, as from the date of issue thereof.
- For one year, as from the date of use of the first coupon, provided that such use occurs within one year from the date on which the ticket is issued.
3.2.1 If a Passenger in possession of a valid ticket is unable to travel during the validity period of their ticket solely on the ground that, when the Passenger requests a reservation on a flight, the Carrier is not in a position to confirm the reservation requested by the Passenger either the validity of the ticket is extended or the Passenger is entitled to a refund in accordance with Article 10.
3.2.2 If, after having started the journey, a Passenger is prevented, for health reasons, from continuing such journey during the validity period of the ticket, the Carrier will extend the validity of the ticket until the date on which the Passenger is once again in the position to travel or until the first flight after such date on which space is available, only upon presentation of an appropriate medical certificate stating the health reasons that prevented the Passenger from continuing the journey and provided that these health reasons were not known when the reservation was made. The extension shall only start at the point at which the journey was interrupted and shall be extended for not more than three months from the date shown on the medical certificate submitted. In the same way and subject to compliance with the conditions of proof specified above, the Carrier may, on request, extend the validity of tickets of immediate family members who were accompanying the Passenger at the time such health problems caused the Passenger to discontinue the journey.
3.2.3 In the event of the death of a Passenger during a journey, the ticket(s) of the person(s) accompanying the deceased Passenger shall at written request be changed, either by waiving any minimum stay requirements or by extending the validity period of the ticket(s). In the event of the death of an immediate family member of a Passenger whose journey has started, the validity shall be changed in the same way, after receipt of a valid death certificate. The extension mentioned shall only start at the point at which the journey was interrupted and may not exceed 45 days as from the date of death.
3.3 Force Majeure
If a Passenger has a ticket, as described in Article 3.1.3 above, which they have not used in whole or in part for reasons of force majeure, the Carrier shall provide the Passenger with a credit voucher corresponding to the fare including tax of their non- changeable and/or non- refundable ticket which is valid for one year, to be used for a subsequent journey on the Carrier’s flights and subject to the applicable administration fees, provided that the Passenger informs the Carrier as soon as possible and in any event prior to the date of the flight for such reasons of force majeure and provides proof thereof.
3.4 Flight Coupons
The fare including tax applied on the ticket issue date is only valid for a ticket used fully and in the sequential order of flight coupons, for the specified journey and on the specified dates. If a Passenger, for example, does not use the coupons in their issue order this will result in a change of the fare including tax initially paid by the Passenger. In the event of a change the fare will be recalculated and the Passenger may, as a consequence of the recalculation, be required to pay an additional fare equating to the difference between the initial fare and the fare that the Passenger should have paid when the ticket was issued for the journey actually made. In addition, administration fees will be applied where applicable. When that is the case, the Passenger will be informed thereof when such a change is requested.
3.5 Changes Requested by a Passenger
Changes that a Passenger wishes to make are subject to the fare conditions and the payment of the applicable administration fees.
3.6 Identification of the Carrier
The Carrier’s identification may be shown as an abbreviation on the ticket, using the designator code (as defined in Article 1). The Carrier’s address is deemed to be that of any one of its registered offices or the principle place of business.
Article 4 – Fares, Taxes, Fees and Charges
Except as otherwise provided for, fares for tickets apply solely to carriage from the airport of departure to the airport of destination. The fare shall be calculated in accordance with the fares in force on the ticket reservation date, for a journey scheduled on the dates and for the itinerary shown on the ticket. Any change in itinerary or journey date may have an impact on the applicable fare.
4.2 Taxes, Fees and Charges
All taxes, fees and charges imposed by governments, by any other authorities or by the airport operator shall be paid by the Passenger. To the extent possible when making a reservation for a ticket, Passengers will be informed of these taxes, fees and charges, which will be charged in addition to the fare excluding tax and which, in most cases, will be shown separately on the ticket. The taxes, fees and charges may be increased by a government, by another authority or by an airport operator after the ticket reservation date. In this case, the Passenger must pay the corresponding amount. Inversely, if the taxes, fees and charges are reduced or abolished, the Passenger may be refunded for the reduced or abolished amount.
4.3 Issue Fees
The Passenger may be charged issue fees in consideration for issuing a ticket. Issue fees differ depending on the fare, the ticket distribution channel and the type of journey. These issue fees are added to the fare including tax. The issue fees charged by the Carrier, where applicable, are non-refundable, except where a ticket is cancelled due to an error on the part of the Carrier. The Passenger shall be informed of the amount of issue fees that will be charged by the Carrier prior to finalisation of the reservation.
All fares, taxes, fees and charges are payable in the currency of the country where the ticket is purchased, unless another currency is specified by the Carrier or its Authorised Agent (for example, due to a local currency not being convertible).
4.5 Taxes (non) refundable
If a ticket is cancelled by the customer/Travel Agent, taxes cannot be refunded. Only when a flexible ticket, Y-class is booked, and cancelled prior one hour to departure the ticket is 100% refundable.
Article 5 – Reservations
5.1 General Provisions
Reservations will only be confirmed when they are recorded in the Carrier’s computerised reservation system. Upon request, the Carrier shall provide the Passenger with a written reservation confirmation.
5.1.1 Certain fares are subject to conditions that limit or exclude the possibility of modifying or cancelling reservations. For the specific terms please refer to the respective fare conditions.
5.2 Ticketing Time Limit
If a Passenger has not paid all amounts due for the ticket before the specified ticketing time limit indicated by the Carrier or its Authorised Agent, the Carrier shall be entitled to cancel the reservation without notice and to allocate the seat to another Passenger, without having any further obligation towards the Passenger who has not paid.
5.3 Seat Allocation
The Carrier shall make reasonable efforts to meet the seat allocation requests but cannot guarantee the allocation of a given seat, even if the reservation is confirmed for that seat. The Carrier reserves the right to change the seat allocation at any time, including after boarding, for operating, security or safety reasons, or for reasons of force majeure.
5.4 Services Onboard
The Carrier may not be held liable if imperatives relating to operating, safety and security reasons or reasons beyond the control of the Carrier do not allow it to provide suitable services, even if such services are confirmed at the time of reservation.
5.5 Personal Data
Passengers shall provide the Carrier, or its Authorised Agent, with their personal data. Information provided by a Passenger is primarily used for the purposes of: making a reservation, purchasing a ticket, obtaining services (for example services relating to reduced mobility) and being able to contact the Passenger regarding flight information. It may also be used for the purpose of facilitating the completion of administrative formalities relating to immigration and entering a territory, preventing non-payment and combating fraud as well as guaranteeing the security and safety of flights. For the purposes mentioned above, the Passenger authorises the Carrier to transmit his/her personal data to the Carrier’s offices, Authorised Agents, government agencies, other carriers and service providers. Personal data will not be used for marketing activities without the Passenger’s prior permission.
5.6 Special Assistance
It is advisable for a Passenger to inform the Carrier of his/her disability or of any need for special assistance when making a reservation. Should a request for special assistance be made following reservation at least 48 hours before the announced departure time, the Carrier will do everything in its power to fulfil the request pursuant to the applicable regulations, taking particular account of the time frame and the specific nature of the assistance requested. Should a Passenger, when checking in or boarding, require special assistance for which a request has not been made, the Carrier has the right to refuse the Passenger pursuant to Article 7.
5.6.1 The carriage of persons who require special assistance is subject to the Carrier’s prior consent and to
special conditions, available from the Carrier, its Authorised Agents and on the AIS Airlines website.
5.6.2 The Carrier reserves the right to require a medical certificate with regard to particular medical conditions.
5.6.3 If the Passenger fails to inform the Carrier of a mental or physical condition and in connection with that condition the Carrier diverts the aeroplane to an unscheduled place of destination, the Carrier is entitled to recover the reasonable costs of the diversion and other related costs from the Passenger, unless in case of force majeure on the side of the Passenger.
Article 6 – Check-In and Boarding
Passengers must arrive sufficiently in advance of the flight in order to be able to carry out all necessary formalities for their journey; in any event, they must comply with the check-in deadline in order to avoid a reservation being cancelled. The Carrier or its Authorised Agent shall provide Passengers with all requisite information on the check-in deadline for their flight with the Carrier.
6.1.2 Should the Passenger fail to comply with the check-in deadline or should the Passenger not present all the documents allowing him/her to be checked-in and therefore be unable to travel, the Carrier may cancel the Passenger’s reservation without having any further obligation towards the relevant Passenger and without any liability on the part of the Carrier.
Passengers must be present at the boarding gate prior to the boarding time specified at check-in. The Carrier shall be entitled to cancel a Passenger’s reservation if the Passenger is not present at the boarding gate at the latest by the boarding time specified to the Passenger without having any further obligation towards the relevant Passenger and without any liability on the part of the Carrier.