Conditions & Notices
These Conditions and Notices are dated December 2019 and are hereinafter referred to as “Conditions”.
1. TRAVEL DOCUMENTS
According to Technical Security Directive No. (1) - 1st TSD, which is part of the National Civil Aviation Security Program (EKAPA) and was published in the Government Gazette on 24 August 2016, issue no. 2607, the boarding pass must be in the name of the person who presents it and to this end the airline is responsible for verifying identification of departing Passengers on the basis of either a passport or identification card issued by police. Note that a driver's license or other official document bearing a photograph of the Passenger is also acceptable for travelling on domestic flights i.e. within Greece. Passports, ID cards, driver's licenses or other official documents presented by third parties on behalf of other Passengers shall not be accepted. Passengers under age of 12 travelling on domestic flights (as above within Greece) who do not have a passport, ID card or other official document can present a legally validated birth certificate or an identity verification document issued by a Citizen Service Centre (KEP) or the police. In exceptional cases and only for reasons of force majeure (e.g. health reasons), a written statement by the accompanying adult to the airline regarding the identity of the minor departing Passenger shall suffice for domestic flights. All travel documents must be valid. Passengers are exclusively responsible for acquiring and being in possession of the appropriate valid and lawful travel documents before travelling, along with any other documents required, which they must be informed of and procure. OLYMPIC AIR is not responsible for any direct, indirect, coincidental, specific, consequential or property damage that occurs as a result of Passenger inability to gain knowledge of and procure the appropriate travel documents before travelling.
2. LIMITS OF LIABILITY
In accordance with Regulation (EC) No 889/2002 and the Montreal Convention, for damages of up to 113.100 SDRs, for death or personal injury caused by a flight accident or during embarkation or disembarkation, OLYMPIC AIR shall not exclude or limit its liability, save if the passenger has contributed to the damage by negligence.
In case of a delay, destruction or loss of baggage, OLYMPIC AIR’s liability shall be limited to the amount of 1,519 SDRs. If the value of your baggage is greater, you are liable to notify the carrier when checking-in your Baggage and make a special declaration of interest in delivery at destination and pay a supplementary sum if the case so requires or obtain full insurance cover prior to your flight.
If your journey also involves carriage by other Carriers, you should contact them for information in relation to their limits of liability.
Please consult the following conditions governing OLYMPIC AIR’s contract of carriage for more information.
B. GENERAL CONDITIONS OF CARRIAGE
APPLICABLE LAW
Except if the Convention or the applicable law provides otherwise, our contract of carriage and these Conditions and Notices shall be governed by and construed in accordance with Greek Law.
Carriage within Greece is subject to Regulation (EC) No 2027/1997, as amended by Regulation (EC) No 889/2002, as well as to the rules and limitations of the Greek Code of Air Law (Law 1815/88), as in force, where applicable. Regulation (EC) No 261/2004 and its Interpretative Guidelines (2016/C) are also applicable.
ARTICLE 1. DEFINITIONS
Save where the context dictates otherwise or it is expressly provided otherwise, the following terms shall bear the meaning ascribed to them herein below:
“Carrier”: Any air carrier whose code is indicated on your ticket and has undertaken to carry you and/or your Baggage, including the Company and/or third-party carriers.
“Company”, “We” or any words in the first person plural: OLYMPIC AIR.
“Passenger”, “You” or any words in the second person plural: Any person being or intending to be carried in an aircraft, whose name is indicated on a ticket or any similar evidence issued by the Carrier.
“Consignor”, “You” or any words in the second person plural: Any natural or legal person having or intending to have cargo carried by aircraft, whose name is indicated on an air waybill or similar carriage document issued by the Carrier.
“Ticket”: A document headed “Passenger and Baggage Carriage Ticket” or an electronic ticket, including any document stated, integrated or referenced therein (e.g. these Conditions), directly or by way of reference.
“Electronic Ticket”: An electronic entry made on our booking system, based on which a seat reservation document (electronic coupon) and any boarding documents, where applicable, are issued.
“Fare”: The fee payable to a Carrier to perform a specific itinerary. Where required by law, fares are subject to approval by, or notification to, the competent Authorities.
“Itinerary Receipt”: A document issued along with the electronic ticket, stating your full name, your flight information and details and relevant notices. Such document is delivered to you and you must carry it with you for the duration of your trip.
“Baggage”: Any personal belongings you carry with you during your trip. The term includes both checked and unchecked baggage.
“Checked Baggage”: Baggage of which the Carrier takes sole custody and for which the Carrier has issued a Baggage Check.
“Unchecked Baggage”: Baggage intended to be carried in the aircraft’s passenger cabin.
“Baggage Check”: Those portions of the Ticket which relate to the Carriage of the Passenger's Checked Baggage.
“Stopping Place”: Any scheduled stop between your departure location and your destination.
“Convention”: The Convention for the Unification of Certain Rules for International Carriage by Air signed on 28 May 1999 (hereinafter: the “Montreal Convention”).
“Damage”: Includes death, injury, delay, loss, or other damage of whatsoever nature arising out of or in connection with Carriage or other services performed by the Carrier incidental thereto.
“Force Majeure”: Any contingencies, unforeseeable events and incidents or situations evading our / your control, as applicable, whose effects could not have been prevented even with the utmost care and caution.
“SDR”: Special Drawing Rights, as same are defined by the International Monetary Fund.
ARTICLE 2. SCOPE OF APPLICATION
2.1 General
These conditions of carriage are stated on the ticket and, without prejudice to paragraphs 2.2, 2.4. and 2.5, apply only to those flights or flight portions for which our corporate name or the air carrier's code is indicated on the ticket.
2.2 Charter flights
If the carriage is performed on the basis of a charter agreement, these conditions shall only apply if they are explicitly stated in the charter agreement and/or on the ticket.
2.3 Code Shares
In the case of Code Share flights, a third-party carrier will execute a flight even if you have booked a seat with our Company and/or our corporate name and/or carrier's code is indicated on the ticket. In these situations, you will be notified of the operating carrier at the time you book your flight. If our Company is identified as carrier for that particular flight, these conditions shall also apply. You should familiarise yourselves with the terms applicable to carriage executed by other carriers as part of a Code Share agreement. Information on carriers contracted with us in Code Share agreements is available on our website www.olympicair.com.
2.4 Mandatory Law
These conditions shall not apply insofar as they are inconsistent with the Company’s Fare policy. In case any term(s) hereof is/are null and void, this shall not howsoever affect the validity of any other terms hereof. In any case, the applicable law shall have overriding effect.
2.5 Overriding effect of these conditions over other Company policies
Save where it is expressly stated otherwise, these Conditions of Carriage shall have overriding effect over any other Company policies or announcements.
ARTICLE 3. TICKETS
3.1 General Rules
3.1.1 Only the person indicated on the Ticket as Passenger is entitled to be carried by the Company; Passengers must therefore present any documents necessary to prove their identity. Passengers are exclusively responsible for procuring such documents in a timely manner and maintaining possession thereof.
3.1.2 Tickets are not transferable.
3.1.3 (a) When selecting an itinerary please note that certain Fares impose limitations on rights of changing or returning Tickets, either in full or in part. You should find these information at the time you book your flight.
3.1.3 (b) In case of (full or partial) ticket cancellation, a Cancellation Fee shall apply, for all Tickets to be refunded, regardless of the ticket’s date of issue.
3.1.3 (c) Fares are subject to change.
3.1.3. (d) Apart from the applicable amount of fare, the price of a Ticket includes taxes, duties, fees and other charges, which are imposed on or in connection with air transportation by government or airport authorities or Carriers. Such taxes, fees and charges, which may represent a significant portion of the cost of air travel are not included in the fare but are included in the final price of the ticket, indicated separately.
3.1.4 The Ticket remains the property of the issuing Carrier at all times.
3.1.5 Eligible for carriage are only any Passengers presenting validly issued electronic tickets.
3.1.6 Each Ticket is valid for Carriage from the airport at the place of departure to the airport at the place of destination, through the itinerary which is indicated on it. Each Ticket is valid for one year from the date it is issued. Each flight coupon will be accepted for Carriage on the date and flight for which the booking was made. When a flight coupon is issued on an 'open date' basis, a seat will be reserved upon application by the passenger subject to seat availability.
3.2 Term
Save as otherwise provided elsewhere herein and subject to any applicable fare-related restrictions, your Ticket is valid for one year from the date it is issued.
3.2.1 If departure took place within one year from the Ticket's issue date, the Ticket is valid for one year from the date of departure, as same is indicated on the Ticket.
3.2.2 If for health reasons you are prevented to travel within the validity period of your Ticket, you must present a medical certificate to prove your impediment. Depending on the fare conditions (see Definitions) applicable to your Ticket, we will make all reasonable efforts to transfer you to the first available flight and service category for which the fare was paid.
3.3 Coupon use and priority
3.3.1 Your ticket may only be used for the itinerary which is indicated on it. This includes the place of departure, the place of destination and any stopping places in between. Individual ticket coupons may only be used in the order prescribed on the ticket. The amount of fare paid corresponds to the carriage which is explicitly stated on the ticket.
3.3.2 To change any portion of your carriage you must timely contact us in order to be notified regarding potential fare differences. If such change is the result of an event of force majeure, then, provided that we are timely notified in this regard, we will make all reasonable efforts to carry you free of charge.
3.3.3 Please note that changes may entail a fare increase. Several fares are only valid for a particular time and a particular flight, which means either that no change is possible or that additional charges will apply.
3.3.4 You are notified that, if you fail to appear by the time the check-in deadline lapses and you miss your flight without having previously notified our company in this regard, your booking for the return flight or for the remaining carriage will be cancelled.
ARTICLE 4. FARES, TAXES, OTHER CHARGES
4.1 Fares
Save as otherwise stated, fares apply for your carriage from the departure airport to the destination airport. Fares are calculated based on the fare rates applicable at the time your Ticket was paid and apply exclusively to the carriage described on the Ticket. In case of an intentional Ticket change, new fares and charges will be calculated for the new carriage, based on the fares and charges applicable at the time the change is effected.
4.2 Taxes-Duties-Charges
You are charged with the taxes and charges of the State, any other competent authority and the airport manager. The relevant amounts are not included in our fare but rather, in the final price of the ticket and are indicated separately. Detailed information about these charges is made available to you at the time you purchase your Ticket. You may be charged with any taxes, duties or charges after you have purchased your Ticket, if such charges were levied at a time after your Ticket was issued.
4.3 Currency
All fares, taxes and charges of any kind are payable in the currency of the country of the country in which the Ticket is issued. Payment may be effected in another currency at the Company’s sole discretion.
ARTICLE 5. BOOKING
5.1 Booking conditions
To book a flight, you need to contact us or an authorised agent of our airline.
5.2 Time limitations in issuing Tickets
At the time you book a flight, you will be informed by us or by our authorised agent as to the exact time period within which you need to pay for your ticket. Unless payment is effected within such period, your booking will most probably be cancelled.
5.3 Personal data
When you entering into a carriage agreement with the Company you understand and accept that we collect personal data each time you use our services (whether the services are provided directly by us or by other companies or agents acting on our behalf), when you travel with us, when you use our sites, or when you use our call center or our mobile applications.
We will only process your personal data when permitted by law, and will use your personal data:
5.3.1 When we should execute the contract that we are about to conclude or have already concluded with you.
5.3.2 In cases that is necessary for our lawful interests (or third parties' interests) and your interests and fundamental rights do not prevail those interests.
5.3.3 Where we have to comply with a legal or regulatory obligation.
5.3.4 When you have given us your explicit consent to do so.
Further, you acknowledge and agree that such information will most likely be transmitted from and to our offices and our authorized agents, to third parties directly related to the above purposes as well as to the said State authorities.
You may at any time submit a written request for deletion of your information from our database or for any further information regarding the processing of your personal data, in which we will respond to as soon as possible. ER (EU) 2016/679 and Greek Law 4624/2019 on the Protection of Personal Data are applicable.
5.4 Allocation of seats
You may be assigned your preferred seat, as same is indicated to us, but we generally cannot guarantee that you will be assigned a particular seat and we reserve the right to reallocate the seats any time, before or after boarding, if this is necessary, especially for safety reasons.
5.5 Booking Confirmation
5.5.1 If you are advised that you need to expressly confirm your booking and you fail to do so nonetheless, we reserve the right to cancel your booking. If we are notified in a timely manner that you wish to be carried after all, we will try to satisfy your request by assigning you a seat on the same flight, if possible, or a same-class seat on the next available flight.
5.5.2 If any portion of your carriage is to be carried out by third-party carriers, you should contact them to confirm your booking.
ARTICLE 6. CHECK-IN AND BOARDING
6.1 Check-in times vary from one airport to another. In any case, you need to be informed of the check-in times applicable at the airport of first departure either through our website or from the agent you used to purchase a Ticket. For any subsequent departures from airports at stopping places you need to obtain information at the respective airports.
6.2 During check-in, you will be told what time exactly you need to appear at the boarding gate. Unless you meet this deadline, your booking may be cancelled.
6.3 Passengers are exclusively responsible for any damage that may be caused to them or to third parties as a result of their failure to comply with the provisions of this article.
ARTICLE 7. REFUSAL AND RESTRICTIONS OF CARRIAGE
We reserve the right to refuse Carriage of any Passenger or Passenger's Baggage for reasons of safety or at our free discretion, if any of the following circumstances apply:
(a) This is required under any applicable Laws or by order of any Judicial or other public authorities;
(b) Your carriage may substantially compromise the safety, health or comfort of any other Passengers;
(c) The carriage of your baggage may substantially compromise the safety, health or comfort of any other Passengers; your baggage is unsuitable for carriage in our reasonable opinion, due to its size, shape, weight, content or type, or we reasonably believe that it is inadequate or ineffectively packaged (More information);
(d) Your mental or physical condition jeopardise your own safety or that of any other Passengers or the crew; you are under the influence of any prohibited and/or psychotropic substances and/or alcohol rendering you unfit to fly;
(e) You have not been subjected to a security check or refused to do so or failed to comply with any applicable safety rules and instructions;
(f) You failed to settle your financial obligations under the contract of carriage;
(g) Your travel documents are or invalid or inadequate for you to enter a particular destination or stopping place of your itinerary or you refuse to show them to an authorised employee of the Company or crew of the aircraft when so requested;
(h) The ticket you presented during check-in is forged or was reported stolen or lost or was not purchased from us or from an authorised agent; you are unable to prove your identity as the Passenger indicated on your Ticket;
(i) You failed to comply with our safety or personal protection instructions;
(j) You failed to comply with our smoking restrictions on board the aircraft, or used prohibited electronic equipment on board.
In case We or our authorised partner refuses your Carriage for any of these reasons, we shall bear no liability for indemnification.
7.3 Special assistance
7.3.1. If you need any special assistance, you must let us know in advance. For more information regarding the special conditions of carriage for persons needing special assistance, please contact us or an authorised travel agent.
7.3.2 For any information regarding the carriage of any special categories of passengers (passengers needing assistance, minor passengers, infants, pregnant women) please refer to our website.
ARTICLE 8. BAGGAGE
8.1. You need to make sure that you are familiar with the applicable baggage/cabin baggage restrictions and that your baggage observes the permissible weight/dimension restrictions to avoid extra charges at the airport.
8.2. You must inform us at the time you book your flight whether you intend to carry any sensitive or fragile items which, despite their size, may not be carried as checked-in baggage and may be subject to extra charges.
8.3 Prohibited baggage:
8.3.1 Passengers are not permitted to carry into the security restricted area and the cabin of an aircraft the following items (without limitation):
1. Guns, firearms or other weapons; Any object capable, or appearing capable, of discharging a projectile or causing injury, including: All firearms (pistols, revolvers, rifles, shotguns etc.), replica and imitation firearms, component parts of firearms, (excluding telescopic sighting devices & sights), air pistols, rifles and pallet guns, signal flare pistols, starter pistols, toy guns of all types, ball bearing guns, industrial bolt and nail guns, cross bows, catapults, harpoon & spear guns, animal humane killers; or stun or shocking devices, cattle prods, ballistic conducted energy weapons (taser), lighters shaped like a firearm;
2. Pointed/edged weapons & sharp objects, or pointed or bladed articles capable of causing injury. These include the following: Axes & hatchels; arrows & darts; crampons; harpoons & spears; ice axes & ice picks; ice skates; lockable or flick knives with blades of any length, knives with blades of more than 6 cm, made of metal on any other material hard enough to be used as a potential weapon, meat cleavers, machetes, open razors and blades (excluding safety or disposable razors with blades enclosed in cartridge), sabers, swords & swordsticks, scalpels, scissors with blades more than 6cm in length, ski and walking/ hiking poles, throwing stars; or tradesman's tools that have the potential to be used as a pointed or edged weapon e.g. drills and drill bits, box cutters, utility knives, all saws, screwdrivers, crowbars, hammers, pliers, wrenches/spanners, blow torches.
3. Blunt instruments, or any blunt instrument capable of causing injury. These include the following: Baseball and softball bats, clubs or batons rigid or flexible e.g. billy clubs, blackjacks, night sticks & batons, crickets bats, golf clubs, hockey sticks, lacrosse sticks, kayak and canoe paddles, skateboards, billiard, snooker and pool cues, fishing rods.
4. Martial arts equipment e.g. knuckle dusters, clubs, coaches, ice flails, nunchucks, kubatons, kubasaunts;
5. Explosives and flammable substances, or any explosive or highly combustible substances which pose a risk to the health of Passengers and crew or the security/safety of the aircraft. These include the following: Ammunition, blasting caps, detonators & fuses, explosives and explosive devices, replica or imitation explosive military stores, grenades of all types, gas & gas containers e.g. butane, propane, acetylene, oxygen in large volume, fireworks, flares in any form and other pyrotechnics (including party poppers and toy caps), strike-anywhere matches, smoke generating canisters or cartridges, flammable liquid fuel e.g. petrol/gasoline, diesel, lighter fluid, alcohol, ethanol, aerosol spray paint, turpentine & paint thinner.
6. Alcoholic beverages exceeding 70% by volume (140 proof). Packages containing up to 5 litres of alcoholic beverages with an alcohol content of between 24%-70% are, however, permitted.
7. Chemical and toxic substances; or any chemical or toxic substances which pose a risk to the health of Passengers and crew or the security/safety of the aircraft. These include the following: Acids and alkalis e.g. spoilable wet batteries;, corrosive or bleaching substances- g. mercury, chlorine, disabling or incapacitating sprays- e.g. mace, pepper spray, tear gas, radioactive material- e.g. medicinal or commercial isotopes, poisons, infectious or biological hazardous material- e.g. infected blood, bacteria and virus, material capable of spontaneous ignition or combustion; or fire extinguishers.
8.3.2. The following articles shall not be placed in Checked Baggage: Explosives, including detonators, flares, grenades, mines and explosives, gases including: propane, butane, flammable liquids, including gasoline, methanol, flammable solids and reactive substances, including magnesium, firelights, fireworks, flares, oxidizers and organic peroxides, including bleach, car body repair kits, toxic or infectious substances, including rat poison, infected blood, radioactive material, including medicinal or commercial isotopes, corrosives, including mercury, vehicle batteries; or vehicle fuel system components which have contained fuel.
8.3.3 The following items should not be included in your Checked Baggage, but should be carried with you at all times: money, jewellery, valuable metals, computers, personal electronic devices, securities, medicine, negotiable papers or other valuable items, business documents, passports or identification documents.
We shall bear no liability whatsoever in case you fail to comply with these restrictions and incur any damage as a result.
8.3.4. As of 06/11/2006, security measures were put into effect at all airports in the European Union (Commission Regulation (EC) No 1546/06) regarding liquids carried in Unchecked Baggage. According to the European Regulation, such items (e.g. water, alcohol and beverages, gel, cream, glue, lotion, perfume, shampoo, mascara, lip gloss, hair spray, toothpaste, shaving foam, aerosols, contact lens solution, honey, marmalade, soup, olive oil, any other item of similar consistency) have been added to the list of prohibited articles that you may not carry on board, unless certain conditions are met. The European Regulation is applied in addition to the existing rules for items that are not allowed to be carried on board an aircraft and affects only the liquid items in your Unchecked Baggage and not Checked Baggage.
Items that can be carried as Unchecked Baggage:
1. Liquid items, in individual containers with a capacity no greater than 100 ml. They have to be contained in one transparent plastic re-sealable bag of a maximum capacity not exceeding 1 litre. This plastic re-sealable bag is limited to one per Passenger and must be sealed and delivered to the Security Screening separately for examination.
2. Liquids required for medical or dietary purposes and baby foods which are to be used during the trip. You may be asked for proof that they are needed during the trip.
3. Products that are sold in shops beyond the Security Screening points (Duty Free Shops). These products should be placed in a special sealed bag. This special sealed bag, which is provided by the aforementioned shops, must not be opened before you are screened – otherwise the contents may be confiscated at the checkpoint. If you transfer at an EU airport and in Norway, Iceland and Switzerland do not open the bag before screening at your transit airport, or at the last one if you transfer more than once. All these liquids are additional to the quantities in the re-sealable plastic bag mentioned above.
Security screening staff is obliged to ask you to dispose of any liquid products that do not comply with the conditions of the new European Regulation. Such items will be sent for recycling as useless.
Please note that the above list of restricted or hazardous items in this article is merely indicative and non-exhaustive. Carrying hazardous items on board is subject to penalties. Please consult us before your trip about the items you wish to carry, to establish whether they fall into these categories or seek additional information on our website.
We are not responsible for any damage or loss you may incur as a result of the prohibitions regarding importation of these items in your country of destination. You are therefore advised to obtain relevant information from the local authorities of that country.
8.4. Any Checked Baggage carried as per the terms of these Conditions of Carriage shall be delivered to the bearer of the Baggage Check who has paid the Carrier the amount of fees payable under the Contract of Carriage or the Carrier's Invoice. In case of Damage in Checked Baggage, a claim may only be filed against the Carrier after a written complaint has been filed with the Carrier by the person entitled to recover the Baggage, essentially within seven (7) days - or twenty-one (21) days, in case of delay - from the date the baggage was made available to the Passenger.
8.4.1. Checked Baggage Recovery
Checked Baggage shall be recovered by the Passengers as soon as it is made available to them at the destination or transit airport. The person holding the Baggage Check issued upon check-in is exclusively entitled to recover or demand to be delivered the Baggage. In any case, Baggage may only be delivered to a person not presenting a Baggage Check if that person proves beyond doubt to our reasonable satisfaction that he/she is the legitimate holder of the Baggage. The Company's obligation to keep baggage that was not collected or for which there is no contact information is limited to a maximum period of six (6) months and beyond this period, the registered baggage is under the exclusive management of the company.
8.5 Pets
Carriage of pets is subject to the owner's approval and to certain conditions, which are available on our website. In brief, the following conditions apply:
8.4.1 Pets can be carried in the Passenger cabin following an understanding with the airline, as there are limitations as to the maximum number of pets that can be carried on board: Small dogs, cats, and guide dogs. Guide dogs are carried free of charge under certain conditions of which you will be informed upon request. The total weight of the animal and cage is subject to extra charge and it is not included in your free baggage weight.
8.4.2. Passengers are liable to obtain prior to their departure all documentation necessary for the entry or exit of their pets to and from their place of destination or any stopping places, and responsible for carrying their pets in appropriate cages. Passengers are also exclusively responsible for the safety, health and behaviour of their pets. The Company shall bear no liability for any damage incurred by Passengers or third parties as a result of any Passenger’s non-compliance with these terms. Pet owners will be reimburse us for any costs we may incur by way of fine, expenses or other loss, for the same cause.
ARTICLE 9. FLIGHTS SCHEDULE - DELAYS - FLIGHT CANCELLATIONS
9.1 Flights Schedule
The flight hours indicated on your flight schedule or Ticket may change after the date the schedule is published or even after your Ticket is issued, until the date of your flight. If you have provided us with your contact details and your Ticket was issued by our Company, we will make all reasonable efforts to keep you informed in this regard.
9.2 Cancellations - Delays - Refusal of Boarding
9.2.1 The Company will take all necessary steps to prevent any delays in the carriage of Passengers or Baggage. In exceptional situations we may have to re-arrange your flight through another carrier and/or another aircraft.
In case of any change to the flight schedule, flight cancellation, long (more than two hours) delay or refusal of boarding the provisions of Regulation (EC) No 261/2004, as in force from time to time, shall apply.
ARTICLE 10. REFUNDS
10.1 You will receive a refund of the price of your Ticket or any unused portion thereof where applicable, according to the rules applicable at the time your Ticket was issued against the particular fare. To obtain a refund, Passengers must present their Tickets and any unused flight coupons. Tickets reported as lost are excluded.
10.2 The refund shall be delivered to the person indicated as Passenger on the Ticket or -if these persons are not the same- to any person who presents sufficient evidence that he/she has paid for the Ticket or to any third party designated by that person and holding sufficient authorisation to that effect.
10.3 Currency
We reserve the right to refund the ticket price in the same manner and in the same currency that were used for the ticket’s purchase.
10.4 Refunds for Tickets paid by credit card are credited exclusively to the account of the credit card used for the purchase.
ARTICLE 11. PASSENGER CONDUCT ON BOARD
11.1. Throughout your flight you are liable to follow the crew's instructions regarding your safety and the use of electronic devices.
If your conduct on board compromises the safety of the aircraft or any person or property on board or if you prevent the crew from performing their duties or refuse to comply with the crew’s instructions, in particular those relating to smoking / alcohol consumption / use of drugs, or if your behaviour is causing any discomfort, damage or injury to any Passengers or crew members, we will take all steps necessary to stop this type of conduct, including by restrainment throughout the flight.
We reserve the right to demand your disembarkation and refuse to carry you to any further location. We also have a right to press charges for any offences committed on board and take all action necessary to rectify any damage we may incur as a result of your conduct on board.
11.2. If, as a result of your conduct, the captain changes the aircraft route in order to land at an airport other than the destination airport in order for you to disembark the aircraft, you will be charged all relevant costs and expenses.
ARTICLE 12. EXTRA SERVICES - BUSINESS PARTNERS
In case of a car hire or a hotel booking, the special policies of our business partners will apply. With these policies, is your responsibility to be familiarised.
ARTICLE 13. ADMINISTRATIVE ISSUES
13.1 Passengers are responsible for obtaining and regularly updating all travel documents and visas required for travel, as well as for compliance with all applicable laws, regulations and travel conditions applicable at the places of departure, arrival or transit, and shall bear all consequences of non-compliance upon themselves or third parties. All required documentation, including without limitation entry/exit documents, health documents or other documents required under any laws, regulations, orders, requirements or travel conditions applicable in the relevant countries, must be presented prior to the trip. You acknowledge and agree that we will most probably need to maintain copies of these documents to present them to the competent authorities of certain countries if so requested.
13.1.1. In case we incur any fine, penalty, costs and / or damage as a result of your failure to comply with any laws, regulations, orders, requirements or other travel conditions applicable in the relevant countries or fail to present the documentation required, you will be liable to reimburse us for all relevant expenses or charges. Moreover, if you are denied entry to a country, you will be liable to pay any fine or charges that may be imposed on us by the respective Government and the cost of your transportation from that country. The fare collected for carriage to the place where you were denied entry is non-refundable.
13.2 Obligation to undergo checks and controls
If so requested, you need to allow your luggage to be checked by customs authorities, airport authorities or other government authorities. We will not be responsible for any damage or loss you may incur during any such check or control procedure or your failure to comply with it.
13.3 Right of Search
For reasons of safety and security, a Passenger may be requested to permit a search to be made of his or her person and his or her Baggage through use of X-ray technology. If the Passenger is not available, his/her Baggage may be searched in his/her absence for the purpose of determining whether he or she is in possession of or whether his or her Baggage contains any items among those thoroughly described in article 8 above. If the Passenger is unwilling to comply with such request the Carrier will refuse to carry the Passenger or Baggage. If you incur any damage as a result of the physical search or if the X-ray control procedure or baggage inspection cause any damage to your baggage, we will bear no liability for this damage, unless it is provably attributable to fault on our part.
ARTICLE 14. INTERMEDIATE CARRIERS
For the purposes of the Convention, carriage performed by Us in collaboration with other Carriers through a single Ticket or a combined Ticket shall be considered as a single carriage.
ARTICLE 15. LIABILITY FOR DAMAGE
15.1 General Regulations
Our responsibility as a carrier, like any other carrier who is involved in your journey, is governed by the relevant conditions of carriage. Our liability is subject to the provisions of the Convention, as same is implemented by Regulation (EC) No 889/2002 and the applicable national laws. We are not responsible for any damage arising out of our compliance with any applicable laws or government mandates or regulations.
15.1.1 Subject to any provisions of this Article to the opposite, any liability on our part for damages is limited by your own level of negligence which may have caused, contributed to or increased your damage according to the applicable laws.
15.1.2 Liability of intermediate and contracted carriers
We are only liable for damage incurred during a flight or part of a flight, for which a ticket with our code as a carrier was issued. When we issue a ticket or take delivery of baggage at check-in on account of another Carrier, we are acting on such Carrier’s behalf. In any case, with regard to baggage that was delivered at check-in, you may seek recourse from both the first and the last air carrier and the carrier which performed the carriage during which the destruction, loss, damage or delay took place. If the flight is not operated by the airline whose code is displayed on your ticket (contracted carrier), you are entitled to file a complaint against, or seek indemnification from both carriers, the contracting carrier and the actual carrier. Our liability may under no circumstances exceed the amount of proven damage. We only bear liability in respect of indirect or consequential damage where such damage is attributable to gross negligence or wilful misconduct.
15.1.3 In cases where our liability is excluded or restricted, the same applies to our authorised agents, our employees, our representatives and our performance agents. None of these persons may revoke or amend the terms of the contract of carriage.
15.2. Compensation in case of death or injury
For damages of up to 113.100 SDRs (exchange rate of approximately EUR 139,272), for death or personal injury caused by a flight accident or during embarkation or disembarkation, the Carrier shall not exclude or limit its liability, unless if the passenger has caused or contributed to the damage by negligence or other wrongful act or omission. For any claims in excess of that limit we may contest, exclude or restrict our liability, if we can prove that the damage is not attributable to any fault on our part or that the passenger has contributed to his/her own damage. Moreover, if a Passenger is killed or injured, We are liable to make an advance payment to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In case of death, such advance payment may not be less than 16,000 SDRs (exchange rate approx. EUR 19,702.44,). Such advance payment may not be construed as acknowledgement of liability on our part nor offset against any subsequent payments.
15.3 Passenger delays
In case of Passenger delay, we shall be liable for damage unless we took all reasonable measures to prevent the damage or it was impossible to take such measures. The liability for Passenger delay is limited to 4,694 SDRs (exchange rate approximately EUR 5,110.32).
15.4 Baggage delays
In case of Baggage delay, We are liable for damage unless we took all reasonable measures to prevent the delay or it was impossible to take such measures. Our liability for baggage delay is subject to a total cap of 1,519 SDRs (exchange rate approximately EUR 1,862, last updated 10.12.2019, including any claim for destruction, loss or damage and non-material damage.
15.5 Destruction, loss or damage to Baggage
We are liable for damage sustained in case of destruction or loss of, or of damage to, checked baggage upon condition only that the event which caused the destruction, loss or damage took place on board the aircraft or during any period within which the checked baggage was in the charge of the carrier. However, we are not liable if and to the extent that the damage resulted from the inherent defect, quality or vice of the baggage. In the case of unchecked baggage, including personal items, we are liable if the damage resulted from our fault. Our liability for loss of or damage to Baggage is subject to a total cap of 1,519 SDRs (exchange rate approximately EUR 1,862), including any claim for destruction, loss or damage and non-material damage. If you filled out a special insurance declaration for a higher value upon check-in and paid the relevant fee, our liability is limited to the highest value you have declared.
15.6. Legal basis of information
The basis for the rules described above is the Montreal Convention of 28 May 1999, Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and the national legislation of the Member States.
15. 7 These Conditions of Carriage do not howsoever prejudice Our rights to exclude or limit our liability as per the terms of the Convention and national law. The Company may invoke these rights any time.
16. RESTRICTIONS REGARDING NOTIFICATIONS AND JUDICIAL ACTIONS
16.1 Written notification of damage, loss or delay of Baggage
Baggage is presumed to be delivered back to its holder intact, in a timely and appropriate manner at the time the bearer of the Baggage Check attached to the ticket during check-in takes delivery of the Baggage unreservedly.
If Baggage is damaged, delayed, lost or destroyed, Passengers need to file a complaint at the Lost and Found department of the destination airport or in writing with the Company as soon as the damage is identified. In the case of damage to Checked Baggage, the Passenger must send a complaint letter to the customer service department within 7 days and in the case of delay within 21 days, in both cases from the date on which the Baggage was placed at the Passenger's disposal.
16.2 Legal Actions
Legal actions concerning a claim for compensation must be exercised within a 2-year peremptory time limit from the date of arrival of the aircraft or from the date on which the aircraft was due to arrive, otherwise the Passenger shall forfeit the right to seek compensation. Such time limitation shall be calculated based on the procedural rules applicable in the jurisdiction of the court which hears the matter.
ARTICLE 17. ADDITIONAL CONDITIONS OF CARRIAGE
The following additional Conditions of Carriage apply:
17.1 Without prejudice to the above, We are not liable for any Damage arising directly and exclusively from our compliance with any laws, government regulations, orders or requirements, or from any Passenger’s failure to comply with such laws etc. or for any consequences arising from such non-compliance. The Passenger shall be exclusively responsible for complying with all laws, regulations, orders, demands and travel conditions applicable in the countries of departure, destination or transit, including any regulations and instructions of the Carrier. The Carrier shall not be liable for any assistance or information offered to Passengers in writing or otherwise by any agent or employee of the Carrier regarding procurement of the necessary documents or visas or compliance with any such laws, regulations, orders, demands or conditions.
17.2 Any exclusions or limitations of liability applicable to the Carrier under the terms of this Conditions of Carriage shall apply also to the Carrier’s agents, representatives and performance agents and to any persons used by the Carrier to perform the Carriage (including the Carrier's agents, representatives and performance agents).
17.3 The Carrier undertakes to make all reasonable efforts to perform each Carriage of Passengers and Baggage promptly. If, due to circumstances beyond its control, the Carrier cancels or delays the flight or fails to assign to a Passenger a seat that was certified as available or if the Carrier fails to stop at a stopping place or at the destination or if the Passenger loses a booked transit flight, the Carrier is liable under Regulation (EC) No 261/2004 to:
17.3.1 transfer the Passenger to another scheduled passenger transport service in which a seat is available or
17.3.2 transfer the Passenger to the destination indicated on the Ticket or applicable portion thereof, through its own scheduled services or through the scheduled services of another Carrier or by land transportation. If the applicable sum of fare, excess Baggage charge and any applicable service charge for the revised routing is higher than the refund value of the Ticket or applicable portion thereof, the Carrier shall require no additional fare or charge from the Passenger, and shall refund the difference if the fare and charges of the revised routing are lower; or
17.4.3. Make a refund as per the terms of the fares and the applicable laws, hence being released of all liability towards the Passenger.
17.5. We shall provide indemnification in case you are denied boarding and bear all liability for indemnification on any other grounds as per the applicable laws.
For security reasons, We may prohibit, restrict or permit under certain circumstances the use of electronic devices on board, in particular mobile phones, lap tops, portable recorders, portable radio devices, CD players, electronic gaming devices, transmitters including radio-controlled devices and walkie-talkies. Note that headphones and pacemakers are allowed.
18.1 INTERPRETATION
The headings of these Conditions of Carriage are merely indicative and were only added for ease of reference. They do not howsoever limit or affect the interpretation of these Conditions of Carriage.
COMPLAINTS
If you have any complaint about our Company or our services, you may contact us at the following contact details:
Postal address: Olympic Air, Customer Service Department, Building 57, Athens International Airport, 190 19, Spata, Artemida, Attica, Greece
E-mail
Tel.: +30 210 3550300 (Monday to Friday, 09:00 - 17:00 local time)
Fax: +30 210 3550188.
If we are unable to address your complaint effectively you can alternatively address:
A. To the European Commission, which has set up an Electronic Dispute Resolution Platform (http://ec.europa.eu/consumers/odr/) to resolve disputes relating to online purchase transactions between consumers and online traders.
B. The Consumer Ombudsman.
C. If you believe that judicial action is required, Oracle Solicitors & Consultants Ltd is authorised to accept service of court proceedings in England or Wales on behalf of Aegean. Under rule 6.7 of the Civil Procedure Rules, which govern the conduct of court proceedings in England and Wales, the Claim Form must be served at: Oracle Solicitors & Consultants Ltd, Holborn Gate, 330 High Holborn, London, WC1V 7QH, United Kingdom.
COMPENSATION ACCORDING TO EC 261/2004
This applies to claims for compensation in accordance with EC 261/2004, as applicable or will apply in the future.
1. We await your claims for compensation as in the COMPLAINT chapter we have describe. After submitting your request, we notify you that we will need a period of 25 calendar days to examine and evaluate it before you proceed to authorize third parties to submit an application for compensation in any form.
2. We shall not consider applications submitted by third parties, provided that the passenger's direct application to the Company has not been applied as above described and also provided that the 25 days period has not expired.
3. The above mentioned 1 and 2 shall not apply in case that a passenger is unable for health reasons to submit the application by himself. Lawfully authorised representative of the passenger may apply on his behalf, and our Company in such cases may request proof of authorisation.
4. A passenger may apply on behalf of all passengers under the same reservation by providing a legal authorization to him by all passengers of the reservation.
5. Any payment or refund will be made to the credit/debit card used to book or in the bank account of one of the passengers indicated by the legal authorisations of the other passengers in his initial communication. We are entitled, especially in cases of payments to passengers and to their authorized representatives, to request evidence of the identity of the bank account holder and legal authorisations.
A. CONDITIONS OF CARRIAGE AND OTHER IMPORTANT NOTICES
If the Passenger's journey involves a final destination or stop in a country other than the country of departure, the Warsaw Convention, the Warsaw Convention as amended or the Montreal Convention may be applicable, depending on the journey. These Conventions govern and may limit the liability of Carriers in respect of death or bodily injury, or in respect of loss of or damage to Baggage, and delay. Many Carriers have waived the Warsaw Convention liability limits for death or bodily injury. Below are the terms governing the contract of carriage of OLYMPIC AIR as a contractual carrier. The issue of a ticket implies full acceptance of these Conditions and Notices. These Conditions and Notices are in printable and saveable format.1. TRAVEL DOCUMENTS
According to Technical Security Directive No. (1) - 1st TSD, which is part of the National Civil Aviation Security Program (EKAPA) and was published in the Government Gazette on 24 August 2016, issue no. 2607, the boarding pass must be in the name of the person who presents it and to this end the airline is responsible for verifying identification of departing Passengers on the basis of either a passport or identification card issued by police. Note that a driver's license or other official document bearing a photograph of the Passenger is also acceptable for travelling on domestic flights i.e. within Greece. Passports, ID cards, driver's licenses or other official documents presented by third parties on behalf of other Passengers shall not be accepted. Passengers under age of 12 travelling on domestic flights (as above within Greece) who do not have a passport, ID card or other official document can present a legally validated birth certificate or an identity verification document issued by a Citizen Service Centre (KEP) or the police. In exceptional cases and only for reasons of force majeure (e.g. health reasons), a written statement by the accompanying adult to the airline regarding the identity of the minor departing Passenger shall suffice for domestic flights. All travel documents must be valid. Passengers are exclusively responsible for acquiring and being in possession of the appropriate valid and lawful travel documents before travelling, along with any other documents required, which they must be informed of and procure. OLYMPIC AIR is not responsible for any direct, indirect, coincidental, specific, consequential or property damage that occurs as a result of Passenger inability to gain knowledge of and procure the appropriate travel documents before travelling.
2. LIMITS OF LIABILITY
In accordance with Regulation (EC) No 889/2002 and the Montreal Convention, for damages of up to 113.100 SDRs, for death or personal injury caused by a flight accident or during embarkation or disembarkation, OLYMPIC AIR shall not exclude or limit its liability, save if the passenger has contributed to the damage by negligence.
In case of a delay, destruction or loss of baggage, OLYMPIC AIR’s liability shall be limited to the amount of 1,519 SDRs. If the value of your baggage is greater, you are liable to notify the carrier when checking-in your Baggage and make a special declaration of interest in delivery at destination and pay a supplementary sum if the case so requires or obtain full insurance cover prior to your flight.
If your journey also involves carriage by other Carriers, you should contact them for information in relation to their limits of liability.
Please consult the following conditions governing OLYMPIC AIR’s contract of carriage for more information.
B. GENERAL CONDITIONS OF CARRIAGE
APPLICABLE LAW
Except if the Convention or the applicable law provides otherwise, our contract of carriage and these Conditions and Notices shall be governed by and construed in accordance with Greek Law.
Carriage within Greece is subject to Regulation (EC) No 2027/1997, as amended by Regulation (EC) No 889/2002, as well as to the rules and limitations of the Greek Code of Air Law (Law 1815/88), as in force, where applicable. Regulation (EC) No 261/2004 and its Interpretative Guidelines (2016/C) are also applicable.
ARTICLE 1. DEFINITIONS
Save where the context dictates otherwise or it is expressly provided otherwise, the following terms shall bear the meaning ascribed to them herein below:
“Carrier”: Any air carrier whose code is indicated on your ticket and has undertaken to carry you and/or your Baggage, including the Company and/or third-party carriers.
“Company”, “We” or any words in the first person plural: OLYMPIC AIR.
“Passenger”, “You” or any words in the second person plural: Any person being or intending to be carried in an aircraft, whose name is indicated on a ticket or any similar evidence issued by the Carrier.
“Consignor”, “You” or any words in the second person plural: Any natural or legal person having or intending to have cargo carried by aircraft, whose name is indicated on an air waybill or similar carriage document issued by the Carrier.
“Ticket”: A document headed “Passenger and Baggage Carriage Ticket” or an electronic ticket, including any document stated, integrated or referenced therein (e.g. these Conditions), directly or by way of reference.
“Electronic Ticket”: An electronic entry made on our booking system, based on which a seat reservation document (electronic coupon) and any boarding documents, where applicable, are issued.
“Fare”: The fee payable to a Carrier to perform a specific itinerary. Where required by law, fares are subject to approval by, or notification to, the competent Authorities.
“Itinerary Receipt”: A document issued along with the electronic ticket, stating your full name, your flight information and details and relevant notices. Such document is delivered to you and you must carry it with you for the duration of your trip.
“Baggage”: Any personal belongings you carry with you during your trip. The term includes both checked and unchecked baggage.
“Checked Baggage”: Baggage of which the Carrier takes sole custody and for which the Carrier has issued a Baggage Check.
“Unchecked Baggage”: Baggage intended to be carried in the aircraft’s passenger cabin.
“Baggage Check”: Those portions of the Ticket which relate to the Carriage of the Passenger's Checked Baggage.
“Stopping Place”: Any scheduled stop between your departure location and your destination.
“Convention”: The Convention for the Unification of Certain Rules for International Carriage by Air signed on 28 May 1999 (hereinafter: the “Montreal Convention”).
“Damage”: Includes death, injury, delay, loss, or other damage of whatsoever nature arising out of or in connection with Carriage or other services performed by the Carrier incidental thereto.
“Force Majeure”: Any contingencies, unforeseeable events and incidents or situations evading our / your control, as applicable, whose effects could not have been prevented even with the utmost care and caution.
“SDR”: Special Drawing Rights, as same are defined by the International Monetary Fund.
ARTICLE 2. SCOPE OF APPLICATION
2.1 General
These conditions of carriage are stated on the ticket and, without prejudice to paragraphs 2.2, 2.4. and 2.5, apply only to those flights or flight portions for which our corporate name or the air carrier's code is indicated on the ticket.
2.2 Charter flights
If the carriage is performed on the basis of a charter agreement, these conditions shall only apply if they are explicitly stated in the charter agreement and/or on the ticket.
2.3 Code Shares
In the case of Code Share flights, a third-party carrier will execute a flight even if you have booked a seat with our Company and/or our corporate name and/or carrier's code is indicated on the ticket. In these situations, you will be notified of the operating carrier at the time you book your flight. If our Company is identified as carrier for that particular flight, these conditions shall also apply. You should familiarise yourselves with the terms applicable to carriage executed by other carriers as part of a Code Share agreement. Information on carriers contracted with us in Code Share agreements is available on our website www.olympicair.com.
2.4 Mandatory Law
These conditions shall not apply insofar as they are inconsistent with the Company’s Fare policy. In case any term(s) hereof is/are null and void, this shall not howsoever affect the validity of any other terms hereof. In any case, the applicable law shall have overriding effect.
2.5 Overriding effect of these conditions over other Company policies
Save where it is expressly stated otherwise, these Conditions of Carriage shall have overriding effect over any other Company policies or announcements.
ARTICLE 3. TICKETS
3.1 General Rules
3.1.1 Only the person indicated on the Ticket as Passenger is entitled to be carried by the Company; Passengers must therefore present any documents necessary to prove their identity. Passengers are exclusively responsible for procuring such documents in a timely manner and maintaining possession thereof.
3.1.2 Tickets are not transferable.
3.1.3 (a) When selecting an itinerary please note that certain Fares impose limitations on rights of changing or returning Tickets, either in full or in part. You should find these information at the time you book your flight.
3.1.3 (b) In case of (full or partial) ticket cancellation, a Cancellation Fee shall apply, for all Tickets to be refunded, regardless of the ticket’s date of issue.
3.1.3 (c) Fares are subject to change.
3.1.3. (d) Apart from the applicable amount of fare, the price of a Ticket includes taxes, duties, fees and other charges, which are imposed on or in connection with air transportation by government or airport authorities or Carriers. Such taxes, fees and charges, which may represent a significant portion of the cost of air travel are not included in the fare but are included in the final price of the ticket, indicated separately.
3.1.4 The Ticket remains the property of the issuing Carrier at all times.
3.1.5 Eligible for carriage are only any Passengers presenting validly issued electronic tickets.
3.1.6 Each Ticket is valid for Carriage from the airport at the place of departure to the airport at the place of destination, through the itinerary which is indicated on it. Each Ticket is valid for one year from the date it is issued. Each flight coupon will be accepted for Carriage on the date and flight for which the booking was made. When a flight coupon is issued on an 'open date' basis, a seat will be reserved upon application by the passenger subject to seat availability.
3.2 Term
Save as otherwise provided elsewhere herein and subject to any applicable fare-related restrictions, your Ticket is valid for one year from the date it is issued.
3.2.1 If departure took place within one year from the Ticket's issue date, the Ticket is valid for one year from the date of departure, as same is indicated on the Ticket.
3.2.2 If for health reasons you are prevented to travel within the validity period of your Ticket, you must present a medical certificate to prove your impediment. Depending on the fare conditions (see Definitions) applicable to your Ticket, we will make all reasonable efforts to transfer you to the first available flight and service category for which the fare was paid.
3.3 Coupon use and priority
3.3.1 Your ticket may only be used for the itinerary which is indicated on it. This includes the place of departure, the place of destination and any stopping places in between. Individual ticket coupons may only be used in the order prescribed on the ticket. The amount of fare paid corresponds to the carriage which is explicitly stated on the ticket.
3.3.2 To change any portion of your carriage you must timely contact us in order to be notified regarding potential fare differences. If such change is the result of an event of force majeure, then, provided that we are timely notified in this regard, we will make all reasonable efforts to carry you free of charge.
3.3.3 Please note that changes may entail a fare increase. Several fares are only valid for a particular time and a particular flight, which means either that no change is possible or that additional charges will apply.
3.3.4 You are notified that, if you fail to appear by the time the check-in deadline lapses and you miss your flight without having previously notified our company in this regard, your booking for the return flight or for the remaining carriage will be cancelled.
ARTICLE 4. FARES, TAXES, OTHER CHARGES
4.1 Fares
Save as otherwise stated, fares apply for your carriage from the departure airport to the destination airport. Fares are calculated based on the fare rates applicable at the time your Ticket was paid and apply exclusively to the carriage described on the Ticket. In case of an intentional Ticket change, new fares and charges will be calculated for the new carriage, based on the fares and charges applicable at the time the change is effected.
4.2 Taxes-Duties-Charges
You are charged with the taxes and charges of the State, any other competent authority and the airport manager. The relevant amounts are not included in our fare but rather, in the final price of the ticket and are indicated separately. Detailed information about these charges is made available to you at the time you purchase your Ticket. You may be charged with any taxes, duties or charges after you have purchased your Ticket, if such charges were levied at a time after your Ticket was issued.
4.3 Currency
All fares, taxes and charges of any kind are payable in the currency of the country of the country in which the Ticket is issued. Payment may be effected in another currency at the Company’s sole discretion.
ARTICLE 5. BOOKING
5.1 Booking conditions
To book a flight, you need to contact us or an authorised agent of our airline.
5.2 Time limitations in issuing Tickets
At the time you book a flight, you will be informed by us or by our authorised agent as to the exact time period within which you need to pay for your ticket. Unless payment is effected within such period, your booking will most probably be cancelled.
5.3 Personal data
When you entering into a carriage agreement with the Company you understand and accept that we collect personal data each time you use our services (whether the services are provided directly by us or by other companies or agents acting on our behalf), when you travel with us, when you use our sites, or when you use our call center or our mobile applications.
We will only process your personal data when permitted by law, and will use your personal data:
5.3.1 When we should execute the contract that we are about to conclude or have already concluded with you.
5.3.2 In cases that is necessary for our lawful interests (or third parties' interests) and your interests and fundamental rights do not prevail those interests.
5.3.3 Where we have to comply with a legal or regulatory obligation.
5.3.4 When you have given us your explicit consent to do so.
Further, you acknowledge and agree that such information will most likely be transmitted from and to our offices and our authorized agents, to third parties directly related to the above purposes as well as to the said State authorities.
You may at any time submit a written request for deletion of your information from our database or for any further information regarding the processing of your personal data, in which we will respond to as soon as possible. ER (EU) 2016/679 and Greek Law 4624/2019 on the Protection of Personal Data are applicable.
5.4 Allocation of seats
You may be assigned your preferred seat, as same is indicated to us, but we generally cannot guarantee that you will be assigned a particular seat and we reserve the right to reallocate the seats any time, before or after boarding, if this is necessary, especially for safety reasons.
5.5 Booking Confirmation
5.5.1 If you are advised that you need to expressly confirm your booking and you fail to do so nonetheless, we reserve the right to cancel your booking. If we are notified in a timely manner that you wish to be carried after all, we will try to satisfy your request by assigning you a seat on the same flight, if possible, or a same-class seat on the next available flight.
5.5.2 If any portion of your carriage is to be carried out by third-party carriers, you should contact them to confirm your booking.
ARTICLE 6. CHECK-IN AND BOARDING
6.1 Check-in times vary from one airport to another. In any case, you need to be informed of the check-in times applicable at the airport of first departure either through our website or from the agent you used to purchase a Ticket. For any subsequent departures from airports at stopping places you need to obtain information at the respective airports.
6.2 During check-in, you will be told what time exactly you need to appear at the boarding gate. Unless you meet this deadline, your booking may be cancelled.
6.3 Passengers are exclusively responsible for any damage that may be caused to them or to third parties as a result of their failure to comply with the provisions of this article.
ARTICLE 7. REFUSAL AND RESTRICTIONS OF CARRIAGE
We reserve the right to refuse Carriage of any Passenger or Passenger's Baggage for reasons of safety or at our free discretion, if any of the following circumstances apply:
(a) This is required under any applicable Laws or by order of any Judicial or other public authorities;
(b) Your carriage may substantially compromise the safety, health or comfort of any other Passengers;
(c) The carriage of your baggage may substantially compromise the safety, health or comfort of any other Passengers; your baggage is unsuitable for carriage in our reasonable opinion, due to its size, shape, weight, content or type, or we reasonably believe that it is inadequate or ineffectively packaged (More information);
(d) Your mental or physical condition jeopardise your own safety or that of any other Passengers or the crew; you are under the influence of any prohibited and/or psychotropic substances and/or alcohol rendering you unfit to fly;
(e) You have not been subjected to a security check or refused to do so or failed to comply with any applicable safety rules and instructions;
(f) You failed to settle your financial obligations under the contract of carriage;
(g) Your travel documents are or invalid or inadequate for you to enter a particular destination or stopping place of your itinerary or you refuse to show them to an authorised employee of the Company or crew of the aircraft when so requested;
(h) The ticket you presented during check-in is forged or was reported stolen or lost or was not purchased from us or from an authorised agent; you are unable to prove your identity as the Passenger indicated on your Ticket;
(i) You failed to comply with our safety or personal protection instructions;
(j) You failed to comply with our smoking restrictions on board the aircraft, or used prohibited electronic equipment on board.
In case We or our authorised partner refuses your Carriage for any of these reasons, we shall bear no liability for indemnification.
7.3 Special assistance
7.3.1. If you need any special assistance, you must let us know in advance. For more information regarding the special conditions of carriage for persons needing special assistance, please contact us or an authorised travel agent.
7.3.2 For any information regarding the carriage of any special categories of passengers (passengers needing assistance, minor passengers, infants, pregnant women) please refer to our website.
ARTICLE 8. BAGGAGE
8.1. You need to make sure that you are familiar with the applicable baggage/cabin baggage restrictions and that your baggage observes the permissible weight/dimension restrictions to avoid extra charges at the airport.
8.2. You must inform us at the time you book your flight whether you intend to carry any sensitive or fragile items which, despite their size, may not be carried as checked-in baggage and may be subject to extra charges.
8.3 Prohibited baggage:
8.3.1 Passengers are not permitted to carry into the security restricted area and the cabin of an aircraft the following items (without limitation):
1. Guns, firearms or other weapons; Any object capable, or appearing capable, of discharging a projectile or causing injury, including: All firearms (pistols, revolvers, rifles, shotguns etc.), replica and imitation firearms, component parts of firearms, (excluding telescopic sighting devices & sights), air pistols, rifles and pallet guns, signal flare pistols, starter pistols, toy guns of all types, ball bearing guns, industrial bolt and nail guns, cross bows, catapults, harpoon & spear guns, animal humane killers; or stun or shocking devices, cattle prods, ballistic conducted energy weapons (taser), lighters shaped like a firearm;
2. Pointed/edged weapons & sharp objects, or pointed or bladed articles capable of causing injury. These include the following: Axes & hatchels; arrows & darts; crampons; harpoons & spears; ice axes & ice picks; ice skates; lockable or flick knives with blades of any length, knives with blades of more than 6 cm, made of metal on any other material hard enough to be used as a potential weapon, meat cleavers, machetes, open razors and blades (excluding safety or disposable razors with blades enclosed in cartridge), sabers, swords & swordsticks, scalpels, scissors with blades more than 6cm in length, ski and walking/ hiking poles, throwing stars; or tradesman's tools that have the potential to be used as a pointed or edged weapon e.g. drills and drill bits, box cutters, utility knives, all saws, screwdrivers, crowbars, hammers, pliers, wrenches/spanners, blow torches.
3. Blunt instruments, or any blunt instrument capable of causing injury. These include the following: Baseball and softball bats, clubs or batons rigid or flexible e.g. billy clubs, blackjacks, night sticks & batons, crickets bats, golf clubs, hockey sticks, lacrosse sticks, kayak and canoe paddles, skateboards, billiard, snooker and pool cues, fishing rods.
4. Martial arts equipment e.g. knuckle dusters, clubs, coaches, ice flails, nunchucks, kubatons, kubasaunts;
5. Explosives and flammable substances, or any explosive or highly combustible substances which pose a risk to the health of Passengers and crew or the security/safety of the aircraft. These include the following: Ammunition, blasting caps, detonators & fuses, explosives and explosive devices, replica or imitation explosive military stores, grenades of all types, gas & gas containers e.g. butane, propane, acetylene, oxygen in large volume, fireworks, flares in any form and other pyrotechnics (including party poppers and toy caps), strike-anywhere matches, smoke generating canisters or cartridges, flammable liquid fuel e.g. petrol/gasoline, diesel, lighter fluid, alcohol, ethanol, aerosol spray paint, turpentine & paint thinner.
6. Alcoholic beverages exceeding 70% by volume (140 proof). Packages containing up to 5 litres of alcoholic beverages with an alcohol content of between 24%-70% are, however, permitted.
7. Chemical and toxic substances; or any chemical or toxic substances which pose a risk to the health of Passengers and crew or the security/safety of the aircraft. These include the following: Acids and alkalis e.g. spoilable wet batteries;, corrosive or bleaching substances- g. mercury, chlorine, disabling or incapacitating sprays- e.g. mace, pepper spray, tear gas, radioactive material- e.g. medicinal or commercial isotopes, poisons, infectious or biological hazardous material- e.g. infected blood, bacteria and virus, material capable of spontaneous ignition or combustion; or fire extinguishers.
8.3.2. The following articles shall not be placed in Checked Baggage: Explosives, including detonators, flares, grenades, mines and explosives, gases including: propane, butane, flammable liquids, including gasoline, methanol, flammable solids and reactive substances, including magnesium, firelights, fireworks, flares, oxidizers and organic peroxides, including bleach, car body repair kits, toxic or infectious substances, including rat poison, infected blood, radioactive material, including medicinal or commercial isotopes, corrosives, including mercury, vehicle batteries; or vehicle fuel system components which have contained fuel.
8.3.3 The following items should not be included in your Checked Baggage, but should be carried with you at all times: money, jewellery, valuable metals, computers, personal electronic devices, securities, medicine, negotiable papers or other valuable items, business documents, passports or identification documents.
We shall bear no liability whatsoever in case you fail to comply with these restrictions and incur any damage as a result.
8.3.4. As of 06/11/2006, security measures were put into effect at all airports in the European Union (Commission Regulation (EC) No 1546/06) regarding liquids carried in Unchecked Baggage. According to the European Regulation, such items (e.g. water, alcohol and beverages, gel, cream, glue, lotion, perfume, shampoo, mascara, lip gloss, hair spray, toothpaste, shaving foam, aerosols, contact lens solution, honey, marmalade, soup, olive oil, any other item of similar consistency) have been added to the list of prohibited articles that you may not carry on board, unless certain conditions are met. The European Regulation is applied in addition to the existing rules for items that are not allowed to be carried on board an aircraft and affects only the liquid items in your Unchecked Baggage and not Checked Baggage.
Items that can be carried as Unchecked Baggage:
1. Liquid items, in individual containers with a capacity no greater than 100 ml. They have to be contained in one transparent plastic re-sealable bag of a maximum capacity not exceeding 1 litre. This plastic re-sealable bag is limited to one per Passenger and must be sealed and delivered to the Security Screening separately for examination.
2. Liquids required for medical or dietary purposes and baby foods which are to be used during the trip. You may be asked for proof that they are needed during the trip.
3. Products that are sold in shops beyond the Security Screening points (Duty Free Shops). These products should be placed in a special sealed bag. This special sealed bag, which is provided by the aforementioned shops, must not be opened before you are screened – otherwise the contents may be confiscated at the checkpoint. If you transfer at an EU airport and in Norway, Iceland and Switzerland do not open the bag before screening at your transit airport, or at the last one if you transfer more than once. All these liquids are additional to the quantities in the re-sealable plastic bag mentioned above.
Security screening staff is obliged to ask you to dispose of any liquid products that do not comply with the conditions of the new European Regulation. Such items will be sent for recycling as useless.
Please note that the above list of restricted or hazardous items in this article is merely indicative and non-exhaustive. Carrying hazardous items on board is subject to penalties. Please consult us before your trip about the items you wish to carry, to establish whether they fall into these categories or seek additional information on our website.
We are not responsible for any damage or loss you may incur as a result of the prohibitions regarding importation of these items in your country of destination. You are therefore advised to obtain relevant information from the local authorities of that country.
8.4. Any Checked Baggage carried as per the terms of these Conditions of Carriage shall be delivered to the bearer of the Baggage Check who has paid the Carrier the amount of fees payable under the Contract of Carriage or the Carrier's Invoice. In case of Damage in Checked Baggage, a claim may only be filed against the Carrier after a written complaint has been filed with the Carrier by the person entitled to recover the Baggage, essentially within seven (7) days - or twenty-one (21) days, in case of delay - from the date the baggage was made available to the Passenger.
8.4.1. Checked Baggage Recovery
Checked Baggage shall be recovered by the Passengers as soon as it is made available to them at the destination or transit airport. The person holding the Baggage Check issued upon check-in is exclusively entitled to recover or demand to be delivered the Baggage. In any case, Baggage may only be delivered to a person not presenting a Baggage Check if that person proves beyond doubt to our reasonable satisfaction that he/she is the legitimate holder of the Baggage. The Company's obligation to keep baggage that was not collected or for which there is no contact information is limited to a maximum period of six (6) months and beyond this period, the registered baggage is under the exclusive management of the company.
8.5 Pets
Carriage of pets is subject to the owner's approval and to certain conditions, which are available on our website. In brief, the following conditions apply:
8.4.1 Pets can be carried in the Passenger cabin following an understanding with the airline, as there are limitations as to the maximum number of pets that can be carried on board: Small dogs, cats, and guide dogs. Guide dogs are carried free of charge under certain conditions of which you will be informed upon request. The total weight of the animal and cage is subject to extra charge and it is not included in your free baggage weight.
8.4.2. Passengers are liable to obtain prior to their departure all documentation necessary for the entry or exit of their pets to and from their place of destination or any stopping places, and responsible for carrying their pets in appropriate cages. Passengers are also exclusively responsible for the safety, health and behaviour of their pets. The Company shall bear no liability for any damage incurred by Passengers or third parties as a result of any Passenger’s non-compliance with these terms. Pet owners will be reimburse us for any costs we may incur by way of fine, expenses or other loss, for the same cause.
ARTICLE 9. FLIGHTS SCHEDULE - DELAYS - FLIGHT CANCELLATIONS
9.1 Flights Schedule
The flight hours indicated on your flight schedule or Ticket may change after the date the schedule is published or even after your Ticket is issued, until the date of your flight. If you have provided us with your contact details and your Ticket was issued by our Company, we will make all reasonable efforts to keep you informed in this regard.
9.2 Cancellations - Delays - Refusal of Boarding
9.2.1 The Company will take all necessary steps to prevent any delays in the carriage of Passengers or Baggage. In exceptional situations we may have to re-arrange your flight through another carrier and/or another aircraft.
In case of any change to the flight schedule, flight cancellation, long (more than two hours) delay or refusal of boarding the provisions of Regulation (EC) No 261/2004, as in force from time to time, shall apply.
ARTICLE 10. REFUNDS
10.1 You will receive a refund of the price of your Ticket or any unused portion thereof where applicable, according to the rules applicable at the time your Ticket was issued against the particular fare. To obtain a refund, Passengers must present their Tickets and any unused flight coupons. Tickets reported as lost are excluded.
10.2 The refund shall be delivered to the person indicated as Passenger on the Ticket or -if these persons are not the same- to any person who presents sufficient evidence that he/she has paid for the Ticket or to any third party designated by that person and holding sufficient authorisation to that effect.
10.3 Currency
We reserve the right to refund the ticket price in the same manner and in the same currency that were used for the ticket’s purchase.
10.4 Refunds for Tickets paid by credit card are credited exclusively to the account of the credit card used for the purchase.
ARTICLE 11. PASSENGER CONDUCT ON BOARD
11.1. Throughout your flight you are liable to follow the crew's instructions regarding your safety and the use of electronic devices.
If your conduct on board compromises the safety of the aircraft or any person or property on board or if you prevent the crew from performing their duties or refuse to comply with the crew’s instructions, in particular those relating to smoking / alcohol consumption / use of drugs, or if your behaviour is causing any discomfort, damage or injury to any Passengers or crew members, we will take all steps necessary to stop this type of conduct, including by restrainment throughout the flight.
We reserve the right to demand your disembarkation and refuse to carry you to any further location. We also have a right to press charges for any offences committed on board and take all action necessary to rectify any damage we may incur as a result of your conduct on board.
11.2. If, as a result of your conduct, the captain changes the aircraft route in order to land at an airport other than the destination airport in order for you to disembark the aircraft, you will be charged all relevant costs and expenses.
ARTICLE 12. EXTRA SERVICES - BUSINESS PARTNERS
In case of a car hire or a hotel booking, the special policies of our business partners will apply. With these policies, is your responsibility to be familiarised.
ARTICLE 13. ADMINISTRATIVE ISSUES
13.1 Passengers are responsible for obtaining and regularly updating all travel documents and visas required for travel, as well as for compliance with all applicable laws, regulations and travel conditions applicable at the places of departure, arrival or transit, and shall bear all consequences of non-compliance upon themselves or third parties. All required documentation, including without limitation entry/exit documents, health documents or other documents required under any laws, regulations, orders, requirements or travel conditions applicable in the relevant countries, must be presented prior to the trip. You acknowledge and agree that we will most probably need to maintain copies of these documents to present them to the competent authorities of certain countries if so requested.
13.1.1. In case we incur any fine, penalty, costs and / or damage as a result of your failure to comply with any laws, regulations, orders, requirements or other travel conditions applicable in the relevant countries or fail to present the documentation required, you will be liable to reimburse us for all relevant expenses or charges. Moreover, if you are denied entry to a country, you will be liable to pay any fine or charges that may be imposed on us by the respective Government and the cost of your transportation from that country. The fare collected for carriage to the place where you were denied entry is non-refundable.
13.2 Obligation to undergo checks and controls
If so requested, you need to allow your luggage to be checked by customs authorities, airport authorities or other government authorities. We will not be responsible for any damage or loss you may incur during any such check or control procedure or your failure to comply with it.
13.3 Right of Search
For reasons of safety and security, a Passenger may be requested to permit a search to be made of his or her person and his or her Baggage through use of X-ray technology. If the Passenger is not available, his/her Baggage may be searched in his/her absence for the purpose of determining whether he or she is in possession of or whether his or her Baggage contains any items among those thoroughly described in article 8 above. If the Passenger is unwilling to comply with such request the Carrier will refuse to carry the Passenger or Baggage. If you incur any damage as a result of the physical search or if the X-ray control procedure or baggage inspection cause any damage to your baggage, we will bear no liability for this damage, unless it is provably attributable to fault on our part.
ARTICLE 14. INTERMEDIATE CARRIERS
For the purposes of the Convention, carriage performed by Us in collaboration with other Carriers through a single Ticket or a combined Ticket shall be considered as a single carriage.
ARTICLE 15. LIABILITY FOR DAMAGE
15.1 General Regulations
Our responsibility as a carrier, like any other carrier who is involved in your journey, is governed by the relevant conditions of carriage. Our liability is subject to the provisions of the Convention, as same is implemented by Regulation (EC) No 889/2002 and the applicable national laws. We are not responsible for any damage arising out of our compliance with any applicable laws or government mandates or regulations.
15.1.1 Subject to any provisions of this Article to the opposite, any liability on our part for damages is limited by your own level of negligence which may have caused, contributed to or increased your damage according to the applicable laws.
15.1.2 Liability of intermediate and contracted carriers
We are only liable for damage incurred during a flight or part of a flight, for which a ticket with our code as a carrier was issued. When we issue a ticket or take delivery of baggage at check-in on account of another Carrier, we are acting on such Carrier’s behalf. In any case, with regard to baggage that was delivered at check-in, you may seek recourse from both the first and the last air carrier and the carrier which performed the carriage during which the destruction, loss, damage or delay took place. If the flight is not operated by the airline whose code is displayed on your ticket (contracted carrier), you are entitled to file a complaint against, or seek indemnification from both carriers, the contracting carrier and the actual carrier. Our liability may under no circumstances exceed the amount of proven damage. We only bear liability in respect of indirect or consequential damage where such damage is attributable to gross negligence or wilful misconduct.
15.1.3 In cases where our liability is excluded or restricted, the same applies to our authorised agents, our employees, our representatives and our performance agents. None of these persons may revoke or amend the terms of the contract of carriage.
15.2. Compensation in case of death or injury
For damages of up to 113.100 SDRs (exchange rate of approximately EUR 139,272), for death or personal injury caused by a flight accident or during embarkation or disembarkation, the Carrier shall not exclude or limit its liability, unless if the passenger has caused or contributed to the damage by negligence or other wrongful act or omission. For any claims in excess of that limit we may contest, exclude or restrict our liability, if we can prove that the damage is not attributable to any fault on our part or that the passenger has contributed to his/her own damage. Moreover, if a Passenger is killed or injured, We are liable to make an advance payment to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In case of death, such advance payment may not be less than 16,000 SDRs (exchange rate approx. EUR 19,702.44,). Such advance payment may not be construed as acknowledgement of liability on our part nor offset against any subsequent payments.
15.3 Passenger delays
In case of Passenger delay, we shall be liable for damage unless we took all reasonable measures to prevent the damage or it was impossible to take such measures. The liability for Passenger delay is limited to 4,694 SDRs (exchange rate approximately EUR 5,110.32).
15.4 Baggage delays
In case of Baggage delay, We are liable for damage unless we took all reasonable measures to prevent the delay or it was impossible to take such measures. Our liability for baggage delay is subject to a total cap of 1,519 SDRs (exchange rate approximately EUR 1,862, last updated 10.12.2019, including any claim for destruction, loss or damage and non-material damage.
15.5 Destruction, loss or damage to Baggage
We are liable for damage sustained in case of destruction or loss of, or of damage to, checked baggage upon condition only that the event which caused the destruction, loss or damage took place on board the aircraft or during any period within which the checked baggage was in the charge of the carrier. However, we are not liable if and to the extent that the damage resulted from the inherent defect, quality or vice of the baggage. In the case of unchecked baggage, including personal items, we are liable if the damage resulted from our fault. Our liability for loss of or damage to Baggage is subject to a total cap of 1,519 SDRs (exchange rate approximately EUR 1,862), including any claim for destruction, loss or damage and non-material damage. If you filled out a special insurance declaration for a higher value upon check-in and paid the relevant fee, our liability is limited to the highest value you have declared.
15.6. Legal basis of information
The basis for the rules described above is the Montreal Convention of 28 May 1999, Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and the national legislation of the Member States.
15. 7 These Conditions of Carriage do not howsoever prejudice Our rights to exclude or limit our liability as per the terms of the Convention and national law. The Company may invoke these rights any time.
16. RESTRICTIONS REGARDING NOTIFICATIONS AND JUDICIAL ACTIONS
16.1 Written notification of damage, loss or delay of Baggage
Baggage is presumed to be delivered back to its holder intact, in a timely and appropriate manner at the time the bearer of the Baggage Check attached to the ticket during check-in takes delivery of the Baggage unreservedly.
If Baggage is damaged, delayed, lost or destroyed, Passengers need to file a complaint at the Lost and Found department of the destination airport or in writing with the Company as soon as the damage is identified. In the case of damage to Checked Baggage, the Passenger must send a complaint letter to the customer service department within 7 days and in the case of delay within 21 days, in both cases from the date on which the Baggage was placed at the Passenger's disposal.
16.2 Legal Actions
Legal actions concerning a claim for compensation must be exercised within a 2-year peremptory time limit from the date of arrival of the aircraft or from the date on which the aircraft was due to arrive, otherwise the Passenger shall forfeit the right to seek compensation. Such time limitation shall be calculated based on the procedural rules applicable in the jurisdiction of the court which hears the matter.
ARTICLE 17. ADDITIONAL CONDITIONS OF CARRIAGE
The following additional Conditions of Carriage apply:
17.1 Without prejudice to the above, We are not liable for any Damage arising directly and exclusively from our compliance with any laws, government regulations, orders or requirements, or from any Passenger’s failure to comply with such laws etc. or for any consequences arising from such non-compliance. The Passenger shall be exclusively responsible for complying with all laws, regulations, orders, demands and travel conditions applicable in the countries of departure, destination or transit, including any regulations and instructions of the Carrier. The Carrier shall not be liable for any assistance or information offered to Passengers in writing or otherwise by any agent or employee of the Carrier regarding procurement of the necessary documents or visas or compliance with any such laws, regulations, orders, demands or conditions.
17.2 Any exclusions or limitations of liability applicable to the Carrier under the terms of this Conditions of Carriage shall apply also to the Carrier’s agents, representatives and performance agents and to any persons used by the Carrier to perform the Carriage (including the Carrier's agents, representatives and performance agents).
17.3 The Carrier undertakes to make all reasonable efforts to perform each Carriage of Passengers and Baggage promptly. If, due to circumstances beyond its control, the Carrier cancels or delays the flight or fails to assign to a Passenger a seat that was certified as available or if the Carrier fails to stop at a stopping place or at the destination or if the Passenger loses a booked transit flight, the Carrier is liable under Regulation (EC) No 261/2004 to:
17.3.1 transfer the Passenger to another scheduled passenger transport service in which a seat is available or
17.3.2 transfer the Passenger to the destination indicated on the Ticket or applicable portion thereof, through its own scheduled services or through the scheduled services of another Carrier or by land transportation. If the applicable sum of fare, excess Baggage charge and any applicable service charge for the revised routing is higher than the refund value of the Ticket or applicable portion thereof, the Carrier shall require no additional fare or charge from the Passenger, and shall refund the difference if the fare and charges of the revised routing are lower; or
17.4.3. Make a refund as per the terms of the fares and the applicable laws, hence being released of all liability towards the Passenger.
17.5. We shall provide indemnification in case you are denied boarding and bear all liability for indemnification on any other grounds as per the applicable laws.
For security reasons, We may prohibit, restrict or permit under certain circumstances the use of electronic devices on board, in particular mobile phones, lap tops, portable recorders, portable radio devices, CD players, electronic gaming devices, transmitters including radio-controlled devices and walkie-talkies. Note that headphones and pacemakers are allowed.
18.1 INTERPRETATION
The headings of these Conditions of Carriage are merely indicative and were only added for ease of reference. They do not howsoever limit or affect the interpretation of these Conditions of Carriage.
COMPLAINTS
If you have any complaint about our Company or our services, you may contact us at the following contact details:
Postal address: Olympic Air, Customer Service Department, Building 57, Athens International Airport, 190 19, Spata, Artemida, Attica, Greece
Tel.: +30 210 3550300 (Monday to Friday, 09:00 - 17:00 local time)
Fax: +30 210 3550188.
If we are unable to address your complaint effectively you can alternatively address:
A. To the European Commission, which has set up an Electronic Dispute Resolution Platform (http://ec.europa.eu/consumers/odr/) to resolve disputes relating to online purchase transactions between consumers and online traders.
B. The Consumer Ombudsman.
C. If you believe that judicial action is required, Oracle Solicitors & Consultants Ltd is authorised to accept service of court proceedings in England or Wales on behalf of Aegean. Under rule 6.7 of the Civil Procedure Rules, which govern the conduct of court proceedings in England and Wales, the Claim Form must be served at: Oracle Solicitors & Consultants Ltd, Holborn Gate, 330 High Holborn, London, WC1V 7QH, United Kingdom.
COMPENSATION ACCORDING TO EC 261/2004
This applies to claims for compensation in accordance with EC 261/2004, as applicable or will apply in the future.
1. We await your claims for compensation as in the COMPLAINT chapter we have describe. After submitting your request, we notify you that we will need a period of 25 calendar days to examine and evaluate it before you proceed to authorize third parties to submit an application for compensation in any form.
2. We shall not consider applications submitted by third parties, provided that the passenger's direct application to the Company has not been applied as above described and also provided that the 25 days period has not expired.
3. The above mentioned 1 and 2 shall not apply in case that a passenger is unable for health reasons to submit the application by himself. Lawfully authorised representative of the passenger may apply on his behalf, and our Company in such cases may request proof of authorisation.
4. A passenger may apply on behalf of all passengers under the same reservation by providing a legal authorization to him by all passengers of the reservation.
5. Any payment or refund will be made to the credit/debit card used to book or in the bank account of one of the passengers indicated by the legal authorisations of the other passengers in his initial communication. We are entitled, especially in cases of payments to passengers and to their authorized representatives, to request evidence of the identity of the bank account holder and legal authorisations.
18.2 Passenger Rights under Israel’s Aviation Services Law
Notice of your rights in the event of denied boarding, flight delay or flight cancellation
This notice contains important information about your rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL"). The rights referred to in this document apply in the following circumstances:
- You have a confirmed reservation on a flight operated by the Airline purchased at a fare available directly or indirectly to the
general public; and - (except in the case where your flight has been cancelled) you have presented yourself for check-in before the Check-In Deadline as specified by us in our General Terms & Conditions of Travel or related regulations; and
- You are traveling on a flight departing from an airport in Israel or a flight arriving at an airport in Israel (unless it is evident that you received benefits or compensation and were given assistance in such other country and that those benefits, compensation and assistance directly correspond to your entitlement under ASL); and
- You have not been denied boarding by reason of a matter set out in our General Terms & Conditions of Travel or related regulations; and
- You have been denied boarding involuntarily or your flight is delayed by more than two hours beyond its scheduled departure time or cancelled.
DENIED BOARDING
The Airline, as a policy, does not overbook its flights. However, in the unlikely event that a seat is not available for a passenger with a
confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree
upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding
involuntarily, you are entitled to the relevant rights set out in this chapter (same as in the event of flight cancelation), unless your
boarding has been denied in circumstances where there are reasonable grounds to deny boarding such as reasons of health, safety,
security or inadequate travel documentation.
FLIGHT DELAY BETWEEN 2 AND 8 HOURS
If we reasonably expect your flight to be delayed for two hours or more, but less than 8 hours, beyond its scheduled time of departure,
you are entitled to the relevant rights set out in paragraph 3 of this document.
FLIGHT CANCELLATION AND DELAYS BY MORE THAN 8 HOURS
you are entitled to the relevant rights set out in paragraph 3 of this document.
FLIGHT CANCELLATION AND DELAYS BY MORE THAN 8 HOURS
If your flight is cancelled, was brought forward, or delayed by more than 8 hours, you are entitled to the rights set out below (see following sections 1.; 2.; and 3.). As regards your right to compensation, please note that the Airline is entitled to refuse compensation when (the "Exemptions"):
- You are informed of the cancellation at least two weeks before the scheduled time of departure; or
- You are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are
offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your
final destination less than four hours after the scheduled time of arrival; or
- You are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing,
allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination
less than two hours after the scheduled time of arrival; or
- The cancellation is due to extraordinary circumstances which were not under the Airline's control even if the Airline had done
whatever was under its control; the flight was cancelled due to strike or a protected work-by-rule strike; the flight has been
cancelled in order to prevent the desecration of the Sabbath or a Jewish holiday.
- The aforementioned provisions do not apply if you refuse to fly on the alternative flight because the alternative flight was not
offered to your travel companion(s) or for reasons of security, religion or medical limitations.
1. RIGHT TO COMPENSATION
If you are involuntarily denied boarding or your flight is cancelled or delayed by eight or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the Exemptions provided hereinabove, the following amount from us:
A. NIS 1,390, in respect of all flights of 2,000 km or less; or
B. NIS 2,220 in respect of all flights between 2,000 km and 4,500 km; or
C. NIS 3,340 in respect of all flights over 4,500 km
The foregoing compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by 4 hours (flights falling under A), 5 hours (flights falling under B) or 6 hours (flights falling under C). Compensation, if due, will be made within 45 days of receipt of a written request to Customer Relations. Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.
2. RIGHT TO REIMBURSEMENT OR RE-ROUTING
If you were denied boarding or your flight is cancelled or delayed at least 8 hours, you may choose between:
a) Reimbursement in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments within 21 days
of receipt of written application Replacement flight ticket to your final destination; or
b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to
availability of seats.
If your flight is delayed by at least five hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a)
above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may choose reimbursement or
rerouting. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursement; and a) and b) above.
Where it is not feasible for the Airline to arrange the care set out above, it will reimburse you for your reasonable receipted expenses
upon application to Customer Relations.
Reimbursement in the amount paid for the Flight Ticket, including fees, levies, taxes and other obligatory payments within 21 days of
receipt of written application.
3. RIGHT TO CARE
The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least two hours from
the scheduled departure.
If the Airline expects a flight to be delayed by at least 2 hours you will be offered free of charge:
a) meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the
aircraft;
b) two telephone calls, telex or fax messages or e-mails;
If the Airline expects a flight to be delayed by 5 hours and less than 8 hours, you will also be offered free of charge, if applicable:
c) hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended
by you becomes necessary;
d) transport between the airport and place of accommodation (hotel or other).
4.CHANGES TO THE TERMS
If you are placed in a higher class of service than that stipulated on the Flight Ticket, you will not be subject to any extra charges nor are you entitled to any monetary compensation. If you are involuntarily placed in a lower class of service than that stipulated on the Flight Ticket, you will receive reimbursement of 100% of the price of the ticket for all flight segments longer than 4500 km. For flight segments less than 4500 km, the Airline will pay an amount equal to the flight fare paid, multiplied by the ratio between the affected flight distance and the total flight distance.
This Notice is required by Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in
Conditions), 5772-2012; Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the Law
Notice according to the Israeli Consumer Protection Law
According to Israeli Consumer Protection Law (“CPL”), 5741-1981.
Any transaction carried out in a "long-distance sales transaction" (according to the definition of this term under the Israeli CPL) can be cancelled within fourteen (14) days of the date of the transaction, or as of the date of receiving the transactions’ summary document whichever is the later, and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary. Subject to the provisions of the Law.
Ιf you are a consumer who is “disabled”, “senior citizen” or “new immigrant”, as these terms are defined under the CPL, you can cancel a "long-distance sales transaction" within four (4) months as of the date of the transaction, or as of the date of receiving the transactions’ summary document (as required under the CPL) and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.
This will apply solely on transactions which included a conversation between yourself and the seller (including a conversation by means of electronic communication). Kindly note that we are entitled to demand documentation to verify your status.
When a cancellation is being made according to the provisions of the CPL as stipulated above, the cancellation fee shall be equal to the lesser between 5% or NIS 100.
When a cancellation under the provisions of the CPL is a result of non-conformance, failure to provide the service at the scheduled date or due to any other alleged breach of contract – you will be entitled to receive a full refund within 14 days from the cancellation notice.
A “long distance transaction” can be cancelled through each of the following methods:
- Orally, through our Call Center, at the telephone number +30 210 35 50 500
- Via Aegean official website: www.aegeanair.com → Help & Contact → Email
- By Fax: not available;
The cancellation notice must contain the name of the customer and the identification number.
Refund of unused Taxes and Charges
Please note that in respective of the mentioned Rights to Ticket Cancellation according to the Israel Consumer Protection Law, you may be entitled to a refund of Taxes and Charges in case of unused Tickets.
Please follow the link below to read the Miles+Bonus Terms & Conditions.