Terms & Conditions for Flights with Mezbaan Tours (UK) Ltd

Transcription

1 Terms & Conditions for Flights with Mezbn Tours (UK) Ltd Libility for trvel implementtion Mezbn Tours (UK) Ltd is n gent for irline tickets. We ccept no libility for chnges to timetbles, cncelled flights, luggge or other incidents relting to the implementtion of flights. Nor do we ccept libility for problems relting to booked hotel ccommodtion or cr rentls. The relevnt provider bers libility for such incidents. Therefore, ny clims relting to this must be submitted to the provider directly. We rrnge trvel services for leisure trvelers. The trveller is responsible for : Reding nd pproving the terms nd conditions of trvel prior to purchse. Checking tht the spelling of the nme of the trveller mtches the spelling in the pssport before mking the purchse. Contct Mezbn Tours (UK) Ltd immeditely if you do not receive confirmtion by e-mil within few minutes of booking. As soon s you receive this confirmtion by e-mil, you must check tht the detils re correct. Plese notify Mezbn Tours (UK) Ltd immeditely if nything is uncler. Outside our regulr opening hours, plese contct the irline, hotel provider or cr rentl compny directly to check whether ny corrections would be possible. Regulrly check the e-mil ddress you gve us s ll correspondence from us is sent by e-mil. Regulrly check flight times nd ny timetble chnges for both your outbound nd return flights. Consult the relevnt irline to check which irport terminl you will be deprting from. Check vis regultions, trvel document nd documents for the finl destintion nd for ny intermedite stops. This is done through the respective country's embssy nd the irlines tht execute the journey. Check wht vccintions you will need before you trvel. Check pssport rules nd how long your pssport will be vlid for, s some countries require your pssport to be vlid for t lest six months fter you return home. Check current check-in times for the entire trip. We recommend tht you check in t the irport t lest 1.5 hours before deprture (domestic flights) or 2.5 hours (interntionl flights). 1 Booking confirmtion nd trvel documents Tickets The booking confirmtion which Mezbn Tours (UK) Ltd sends by e-mil to the trveller on completion of the booking is the trvel document, nd this must be crried on the entire trip. This confirmtion contins ll the importnt informtion such s the booking reference, flight number nd flight times. We lso recommend tht the trveller

2 should print timetble by clicking on the link in the confirmtion. Airline tickets must lwys be used in chronologicl order, nd trvellers must complete ll legs of their journey. If the trveller does not complete ny leg of the journey, the rest of the trip will be cncelled by the irline nd no refund will be issued. This ruling is beyond the control of Mezbn Tours (UK) Ltd. Tickets with seprte booking numbers re lwys hndled s individul trips independent of one nother. Mezbn Tours (UK) Ltd ccepts no libility for missed connections or filure to issue refunds for seprte tickets in the event of timetble chnges, delys or cncelled flights. b Flight times All flight times specified re locl. Next-dy rrivls re indicted with "+1" on the timetble. The stted flight times re preliminry nd subject to chnge with short notice. The trveller must therefore sty in line with ny updtes of the flight schedule themselves. Hotels Mezbn Tours (UK) Ltd rrnges hotels in coopertion with IAN.COM. The trveller him/herself must notify the hotel of ny flight timetble chnge which will result in lte rrivl t the hotel 2 Booking of flight tickets b c d e Price ltertions/technicl errors Mezbn Tours (UK) Ltd reserves the right to mke chnges due to technicl errors nd price ltertions beyond our control, nd we reserve the right to contct the trveller within 24 hours on weekdys to mke ny mendments to bookings mde. If technicl problems occur close to or during weekends, we will contct the trveller on the next working dy. Mezbn Tours (UK) Ltd reserves the right to cncel the reservtion in the event of technicl problems nd price errors beyond our control. The trveller will be notified by e-mil in this instnce. Combintion of single tickets (One-wy combintion) Journeys mrked s "One-wy combintion" consist of two single journeys. Even if the stges re booked together, they re treted individully. This mens tht ech stge of your journey is hndled seprtely in the event of cncelltions, ltertions, trffic disruption such s strikes, nd timetble chnges. Ech irline's own regultions will pply. Minimum ge You must be ged 18 or over to mke booking with Mezbn Tours (UK) Ltd. Children trvelling lone Mezbn Tours (UK) Ltd does not rrnge tickets for children trvelling lone. Children under 18 must be booked to trvel with n dult. Some countries nd irlines do not llow children under 18 to enter the country unless ccompnied by gurdin. Infnts Children between the ge 0-2 will trvel s infnts nd will not be llocted set of their own. A child ticket must be booked for the entire trip if the infnt reches the ge of 2 before the end of the trip. Infnt tickets cnnot be booked before birth s the correct nme nd dte of birth must mtch those stted in the pssport. We do not book infnts lter. Mezbn Tours (UK) Ltd will not reimburse ny expenses rising if

3 f g h i j k l the wrong type of ticket hs been booked from the outset. We cnnot gurntee meeting requests for bby food, cribs or similr. Txes The ticket price shown is inclusive of irport txes. A deprture tx must be pid in csh on deprture from some irports. It is the responsibility of the trveller to check this informtion. Trnsport nd hotel when n irport or dte is mended Any ground trnsport nd overnight ccommodtion during your trip re not included in the ticket price. The trveller is personlly responsible for checking timetbles nd prices. This is lso pplicble in the event of ny chnges to the irlines' timetbles, which re beyond the control nd responsibility of Mezbn Tours (UK) Ltd. Connection time on stopovers Trips booked vi Mezbn Tours (UK) Ltd hve pproved connection times. The times required for connections during stopovers re clculted by the irlines. If flight segment is delyed in the event of trnsit booking, the irlines re obliged to ssist the trveller to rech the finl destintion. When seprte tickets re booked, the irlines ber no responsibility for delys leding to missed connections. Therefore, it is the responsibility of the trveller to check tht the connection time is sufficient ccording to the irlines nd the irports. Mezbn Tours (UK) Ltd will not reimburse ny dditionl costs incurred on ccount of this. Double booking It is the responsibility of the trveller to ensure tht ny double bookings re cncelled irrespective of where they re mde. Otherwise the trveller risks the irline cncelling the double booking with no prior notice. Mezbn Tours (UK) Ltd ccepts no libility for irline cncelltions or filure to provide refunds in connection with this. Lost/dmged luggge Mezbn Tours (UK) Ltd ccepts no libility for lost or dmged luggge. Any problems must be reported immeditely to the representtive for the irline t the irport. Mezbn Tours (UK) Ltd cnnot be held responsible for luggge fees tht s not included in the fre. Loylty crds You cn dd your loylty crd t the time of booking. This is to be registered in the sme step s nme of pssenger nd contct detils re dded. We register the detils in the booking nd ccept no responsibility for point or bonus with the pplicble irline. Not ll flight tickers re eligible to points or bonus. Such informtion is lwys to be submitted by the irline upon request. Premium Economy, Business, First Clss This service my only be purchsed t the time of booking. Depending on the irline, the service my sometimes only be offered on certin sections of the journey. The onbord service vilble will differ between irlines. For specific informtion, plese refer to ech irline's own website. Mezbn Tours (UK) Ltd cnnot be held responsible if n irline chnges the type of ircrft or overbooks cbin clss, which my then entil chnges to the rnge of vilble services or downgrde. Any complints must therefore be mde directly to the relevnt irline.

4 3 Implementtion of flight Chnging the timetble Airlines my lter their timetbles nd cncel flights t short notice. Such ltertions re beyond the control of Mezbn Tours (UK) Ltd. The trveller is personlly responsible for checking the times of the deprting nd return flights directly vi the irlines. Mezbn Tours (UK) Ltd is not responsible for notifying trvellers of timetble chnges or cncelled flights. Nor re we responsible for ny trips cncelled due to environmentl dissters, cts of wr, strikes or other unforeseen events. Any mendments provide no entitlement to price reductions, substitute trips, dmges or other compenstion from Mezbn Tours (UK) Ltd. We do not reimburse ny supplementry rrngements for the trip, such s ril tickets, hotel ccommodtion or cr rentl. If the chnge to the timetble results in lte rrivl t the hotel or cr rentl compny, the trveller must contct the hotel or cr rentl compny personlly to let them know. More informtion on the rights of irline pssengers cn be found by clicking on the link below b Pssports, viss nd trnsit viss The trveller is responsible for ensuring tht his/her pssport is vlid t the time of booking. The trveller is lso responsible for ensuring tht he/she holds vis for the finl destintion nd ny viss required for stopovers. The trveller is personlly responsible for ny costs rising due to problems with sid formlities. It is importnt for the trveller to check tht his/her pssport, viss nd trnsit viss meet the requirements of both the countries in question nd the irlines. Mezbn Tours (UK) Ltd recommends tht trvellers tke pssports with them whenever they trvel. Specil provisions relting to booking of return tickets re pplicble for trvel to certin countries. The trveller is responsible for checking this with the embssy of the country in question nd ny irlines involved. An pproved entry permit (ESTA) nd mchine-redble pssport re required for ll trvel to or vi the USA. Your specific pssport nd vis requirements nd other immigrtion requirements re your responsibility nd you should confirm these with the relevnt Embssies nd/or Consultes. Neither the suppliers with which your contrct nor we ccept ny responsibility if you cnnot trvel becuse you hve not complied with ny pssport, vis or immigrtion requirements. Plese note tht ll nmes on ny booking must be exctly s set out on your pssports. It is your responsibility to hve vlid trvel documents. c Vccintions The trveller is responsible for ensuring tht he/she hs hd full vccintions nd tht other necessry formlities required for trvel to the country which the trveller plns to visit hve been completed. Any costs in connection with the bove will be met by the trveller. 4 Cncelltion nd rebooking Cncelltion Your tickets will be issued immeditely upon receipt of pyment nd cnnot subsequently be refunded or mended. Mezbn Tours (UK)

5 b c Ltd opertes in complince with the irlines' booking rules, which re normlly very restrictive; in other words, refunds nd rebooking re not llowed. Refunds on bookings my be mde if the trveller hs tken out Mezbn Tours (UK) Ltd Cncelltion protection t the time of booking nd meets its terms. Find out more in the section entitled Cncelltion protection. Rebooking Mezbn Tours (UK) Ltd opertes in complince with irline ticket regultions which re usully very restrictive. For exct conditions, the trveller should contct our customer service or the irline in question directly. In cses where the irlines permit rebooking, this my only be done t lest 24 hours prior to deprture. If Mezbn Tours (UK) Ltd is to ssist the trveller with rebooking, he must hve tken out our service pckge. When rebooking, the trveller is lible for costs rising from rebooking. Plese note tht your rebooking is not vlid until you hve received written confirmtion from Mezbn Tours (UK) Ltd. For Mezbn Tours (UK) Ltd flexible tickets, the client is requested to contct our customer support for rebooking. See item "Mezbn Tours (UK) Ltd flexible tickets"for full terms nd conditions. Mezbn Tours (UK) Ltd flexible tickets The trveller must hve subscribed to nd pid for this customer service t the sme time s booking the trip. The service cnnot be dded fterwrds. Flexible ticket is Mezbn Tours (UK) Ltd's own service nd does not necessrily men tht ir tickets cn be rescheduled with the irlines. All rebooking through our flexible ticket service must therefore be vi our customer service. The service is personl nd non-trnsferble. When rebooking, the trveller must contct Mezbn Tours (UK) Ltd customer service by telephone (Sundy-Fridy) or emil (Mondy-Fridy). With the ltter option, the trveller must use the specific form for the rebooking service, which is found on our website under "Contct Us - Mezbn Tours (UK) Ltd flexible tickets". You cn find our phone number under Contct Us Phone. The rebooking must be mde during our business hours nd t lest 24 hours before the originl time of deprture. On Sundys, the rebooking cn only be mde over telephone (not by emil). When rebooking, the journey must be completed within one yer of the originl booking. Flying with low-cost irline nd wnt to rebook your ticket? If you hve booked your flight with low-cost irline nd wnt to rebook your ticket, you must contct us during our opening hours - Mondy to Fridy 09:30-17:00. You cn cll us on If you'd rther emil, you must use the specific form titled Flexible ticket service Low-cost irline. Plese note tht we communicte in English by phone nd emil. No rebooking is completed until Mezbn Tours (UK) Ltd hs confirmed it vi emil. Mezbn Tours (UK) Ltd is not responsible for missed rebookings if they re due to the trveller's filure to contct our customer services. The flexible ticket service llows rebooking of flights, subject to vilbility. If the mendment involves n upgrde to more expensive tickets, this shll be t the trveller's own expense. The rebooking must lso be with the sme irline

6 tht would hve provided the originl trnsporttion. Trvellers my not chnge the destintion, either for the outwrd or return journey. The flexible ticket service does not permit nme chnges or nme corrections. The flights must be used in the order they were originlly booked. Upgrdes to different cbin or booking clss on the sme flight re not permitted. Rebooking ticket for so-clled stop-over is not permitted. Trvellers cn only rebook the trip once. Once the chnge is confirmed, the rebooking service hs been used nd my not be used gin. The flexible ticket service will not be refunded if the trip is cncelled. If the chnge mens tht some of the trvellers re no longer entitled to the specil rtes (e.g. infnts) the trveller must py the difference for the new ticket. Mezbn Tours (UK) Ltd is not responsible for informtion bout viss if the trip is extended. When rebooking, the journey must be completed within one yer from the time of booking. The new trip my not commence within 24 hours from the time of chnge request. When rebooking, Mezbn Tours (UK) Ltd tkes no responsibility for ny supplementry services such s luggge nd set reservtions tht hve been booked directly with the irline. The booking is non-refundble once the flexible ticket service hs been used. If pssenger fils to pper for ny section of the journey, the rebooking option is no longer vlid. d Refunds The hndling period vries from 4 to 16 weeks in the event of ny refunds. All refunds re mde by the provider nd Mezbn Tours (UK) Ltd is unble to influence these hndling periods. A hndling chrge of 55 GBP per ticket will be chrged when refunds re mde. Mezbn Tours (UK) Ltd will not refund the chrge for cncelltion protection or previously pid fees, chrges nd ny insurnce policies (prt from trvel insurnce). If the flight is cncelled by the irline due to unforeseen events (force mjeure) or schedule chnges hndling fee of 10 GBP per person will be debited. e Non-Appernce or Non-Attendnce of the Flight You hereby uthorize us to cncel the non-used flight on your behlf in cse of non-ppernce or non-ttendnce of the flight nd to request possible refunds from the irline on your behlf. We re entitled but not obligted to do so nd your right to request refunds directly from the irline remins unffected. f Cncelltion protection Cncelltion protection must be tken out nd pid for t the time of booking the trip. This cover comes into force when the

7 booking is mde nd ceses to be vlid when the trip commences, clculted from the originl deprture dte booked. All trvellers in the booking must hve tken out cncelltion protection for this to be invoked upon cncelltion of booking. Cncelltion must tke plce t lest two hours before deprture for the cncelltion protection to be vlid. The cncelltion protection will cese to be vlid once the trip hs commenced. Airlines nd hotel or cr rentl providers must be contcted directly for cncelltions outside our telephone nswering hours. When trip is cncelled upon presenttion of vlid medicl certificte, the entire cost of the booking will be refunded except for our hndling chrge of 35 GBP per person. We will not refund the chrge for cncelltion protection or previously pid fees, chrges nd ny insurnce policies (prt from trvel insurnce). Acute illness or ccident ffecting you, your trvelling compnion on the sme booking or close reltive, nd you re dvised not to tke the plnned trip ccording to certificte from n imprtil doctor who is providing tretment. Deth ffecting you, close reltive or trvelling compnion on the sme booking. g Cncelltion protection does not include: remunertion which my be received from elsewhere, such s other cncelltion protection or insurnce. illness, ccident or injury of which you were wre (with which you were dignosed) when concluding the cncelltion protection. chronic illnesses/infections/mentl disorders, unless the person hs been completely free of symptoms/problems over the pst six months, from the time of booking the trip. If the cncelltion reltes to these symptoms, the dignosis must be confirmed by specilist. illness, ccident or other repercussions due to pregnncy or childbirth. complictions cused by lcohol, other intoxicnts, sedtives or nrcotics. costs rising due to the fct tht the insured prty delyed his/her cncelltion of the trvel rrngement. the purpose of the trip no longer existing. complictions resulting from personlly selected procedures nd tretments, such s beuty opertions. ny supplementry rrngements for the trip which re not included in the confirmtion, such s thetre tickets nd suchlike. flying phobi / fer of flying h Wht do we require from you?the cncelltion protection only pplies together with vlid medicl certificte. This must be received by us within five working dys of cncelltion. The medicl certificte must be

8 completed by n imprtil doctor who is providing tretment, nd ber the nme, contct detils nd stmp of the doctor. A copy of the doctor's identifiction must be enclosed if no stmp is vilble. The following informtion must lso be included in the medicl certificte. dte of exmintion results of exmintion dignosis other originl certifictes/documenttion which my be of significnce in ssessing the clim the fct tht the illness is cute nd will prevent the ptient trvelling i Explntion of "close reltive" "Close reltive" in this context mens the insured prty's husbnd, wife, children, grndchildren, siblings, prents, grndprents or prents-in-lw, or person tht the insured prty lives with s couple s if they were mrried. 5 Pyment b c d e Pricing The booking is binding once the pyment hs been mde nd it cnnot be mended or cncelled. These rules re set by the irlines, not by Mezbn Tours (UK) Ltd. When Mezbn Tours (UK) Ltd hs received the pyment, we will send booking confirmtion to the e-mil ddress specified by the trveller t the time of booking. This booking confirmtion is the trveller's ticket/voucher nd must be crried on the entire trip. Pyment frud Mezbn Tours (UK) Ltd reserves the right to refuse crd pyment if there is reson to suspect tht frud is being committed. Legitimistion of the pyment my be demnded if crime is suspected. All types of crd frud will be reported to the police nd sent to debt collection compny. Debit/credit crds (MsterCrd, Eurocrd nd Vis) It is not possible to mke pyments with Diners Club. We re unble to ccept foreign crds in some instnces. Debits my tke plce in two steps when pyments re mde by crd; one debit from the irline nd one by Mezbn Tours (UK) Ltd/Trvelprtner. 6 Extr services Instnt bnk pyments Stted prices in the serch result require instnt bnk pyments. Service pckge The service pckge is service which we offer to our customers. The trveller purchses this service t the time of booking. It is lso possible to subsequently tke out the service pckge t ny time before deprture on pyment of fee of 15 GBP per booking. The service pckge includes the following: finding the best possible lterntives if the irline chnges its schedule (ccording to guidelines provided by the irlines). prebooking sets with the irline on the flights where possible (exceptions: sets beside emergency exits, extr leg room

9 sets, nd flights within Europe). helping you to mke request for bssinet (crdle) for n infnt (often not possible on flights within Europe). booking specil luggge (such s golf bgs or skis). booking specil diet when food is included (not normlly included on flights within Europe). checking options nd costs for rebooking your trip (note tht rebooking cost will be chrged ccording to the rules of the irlines s stted on your ticket). registering your bonus crd with the irline. b Any chrges from the provider my be dded. No refund will be mde on the service pckge if the trip is cncelled or if the requests mde cnnot be confirmed by the irline. If your deprture dte is within three dys, we request tht you contct us by phone or emil to submit your requests. Note tht it is often impossible to confirm requests if they re submitted within 72 hours of deprture. Pssengers with severe food llergies must notify the irline of this directly. c Trvel insurnce Mezbn Tours (UK) Ltd medites the trvel insurnce in coopertion with Solid. All contct regrding the insurnce is referred to Solid. d Bggge insurnce Mezbn Tours (UK) Ltd medites the bggge insurnce in coopertion with Solid. All contct regrding the insurnce is referred to Solid. e Pyment for supplementry service The customer hs two options with regrd to pyment for supplementry products. Pyment detils cn be submitted to customer support either over the telephone or vi n order link which we will provide s greed. Mezbn Tours (UK) Ltd will not ccept single-use crds s pyment my tke plce in two steps. The customer is responsible for ensuring tht pyment cn tke plce t the time of purchse. Mezbn Tours (UK) Ltd reserves the right to come bck in the event of ny price corrections or technicl errors. The service is binding once the pyment hs been mde nd it cnnot be mended or cncelled. f Seting This service cn only be bought t the time of booking. We cnnot gurntee tht the requested set cn be confirmed by the irline. We cnnot reserve sets on specific row, extr leg spce or by the emergency exit. The irline reserves the right to chnge the sets without notifying Mezbn Tours (UK) Ltd or the trveller. Sets cn normlly not be reserved on flights connecting to intercontinentl flights (for exmple domestic flights or flights within Europe). If the requested set cnnot be provided by the irline the service chrge will not be refunded. The seting chrt displyed t the time of booking is n exmple only nd does not hve to conform to the ctul configurtion of the ir crft. 7 Complints Clims Any problems or remrks during your trip must be pssed on directly to the provider (irline, cr rentl compny, hotel). If you receive pyment

10 8 or compenstion directly from the provider, your right to compenstion in retrospect will normlly cese. Any complints for which no pyment/compenstion is pid by the provider during your trip will be submitted directly to Mezbn Tours (UK) Ltd for investigtion. Complints re hndled solely in writing nd re submitted vi designted complint form within one month of the end of your trip. It tkes bout three months to hndle complint.