BESTFLYS GENERAL TERMS AND CONDITIONS FOR BOOKING PLANE TICKETS

1. SERVICE DESCRIPTION

By utilising this web site which you are navigating (“Website”)and using our Telephone Services, you are utilising the services of Bestfly. The Company complies with all exercisable legal requirements as per USA law regarding its activities and provision of services. The Company operates outside the USA in accordance with bilateral agreements. In some cases and where local law requires.

Throughout this document, we refer to:

1. a) Users who access and consult the Website and/or use the Company’s Telephone Service as “User”, “Users”.
2. b) Users who access, consult the Website and/or utilise the Telephone Service or avail themselves of the Services of the Company are defined as “Customer”; “Customers”; “You”;

The Company offers its Users and/or Customers various services, among which are flight information and telephone services aimed at allowing Users to obtain information regarding the existence of flights for determined routes and the companies which operate them. Additionally, the Company offers its Users the ability to directly process reservation requests for flights and, in such cases, offers supplementary, third party and/or additional services via a Telephone Service (“Telephone Service”) and without the Clients or Users having to access the airline website or that of third parties operating the flight or providing the selected service (“Booking Service”). All services provided by the Company, which include subsequent post-sales assistance, are hereafter collectively defined as “Services”.

In such manner, the Company makes it easy for Users to make flight booking, immediately verifying the availability thereof and allowing them to avail themselves of a user-friendly electronic system to make other choices in real time should the selected flight operator have no availability. In the same vein, the Company offers its Users a Booking Service with a secure internet payment system utilising codification and tokenization methods, among others.

If you wish to use our Services to make a reservation request for a particular plane ticket, you must keep in mind the applicable terms and conditions which are subsequently included under “Terms & Conditions” and “Ts&Cs”. For such purpose, we invite you to read the Terms & Conditions attentively, as it is obligatory to accept them in order to utilise our Services, as well as accept the general conditions of this Website that can be found at the following link https://bestflys.com/Home/TermsAndConditions (“General Conditions”) and the particular conditions and rates applicable to your ticket as charged by the airline or third party which operates the chosen flight. You can find more information about the conditions applied by the main airlines for: conditions of transport, luggage policy, online invoicing and the management of your flight on the main airlines website.

If you wish to use our Booking Service, we would like to inform you that by using our Website you will receive a temporary, non-exclusive license for use. This license is valid only for the time needed to carry out your reservation request on our Website. All uses except for those stipulated herein are strictly forbidden. At all times, The Company holds all rights and property over the Website; such rights and property may only be used in compliance with these Terms & Conditions and in respect of the rights of third parties.

Any booking request you make via the Website and / or Telephone Services shall be considered an operation directly carried out by yourself and is intended as a contractual offer for the Company to reserve a plane ticket and any other supplementary, accessory or additional service you request and to which these Terms & Conditions are applicable. In the same manner, we wish to inform you that in all cases save for charter flights, the Company acts individually as the provider of only the Website and assistance/support for your reservation request. This means that the travel contract referring to the flight and supplementary services is stipulated solely between yourself and the airline or corresponding provider, and shall be formalised the moment that you receive your confirmation email. A request for other third party flight services reserved via the Company are subject to new search and selection operations for which the Company also offers its assistance and sales support services. In such case, the Company also takes no part in the contractual relationship between you and the chosen provider.

Nonetheless, if you wish to use our Booking Service, we inform you that the Company applies an agency fee for its intermediation and assistance services via the Website and Telephone Services which you may use to book your reservation directly with the airline and/or its third party service providers, without having to open their websites at the same time. The amount of the agency fee varies in accordance with a number of factors including the value of the reservation, the route, the dates, the chosen airline, etc.

Keep in mind that agency fees imposed by the Company are independent of the price of chosen products or services and are not refundable under any circumstance, as they cover the Booking Service rendered by the Company in assisting the Customer to book the reservation via the Website and Telephone Services.

Under these Terms & Conditions, credit or debit card payment processing for services booked/purchased on the Website and Telephone Services is provided by Alfa Group Solutions (a US company, with company number 6994305) on behalf of Bestfly.

2. RESPONSIBILITIES

The Company acts as an electronic assistance and support service provider for the processing and sending of your reservation request. As such, the Company is in no way responsible for the administration or handling of transportation, supplementary, or accessory services requested, given that these are directly contracted with the airline or corresponding provided as they are the only parties responsible for such services. Nonetheless, the Company may be responsible for negligence, violation of current laws or breach of its contractual obligations relating to its status as a Booking Service provider.

As such, when you book a flight, the contract for providing such flight is formalised directly between yourself and the airline. On the other hand, these Terms & Conditions represent the contract between yourself and the Company, exclusively regarding the use of our Services.

We want to remind you that you are responsible for carrying out all contractual obligations imposed by the airline and/or providers of accessory services including deadlines for check-in purposes and any other obligation imposed by the airline and/or its providers.

Nonetheless, the Company may be responsible for negligence, violation of current laws or breach of its contractual obligations relating to its status as a Booking Service provider. 

Outside of the aforementioned cases, the user acknowledges and accepts that, in case of cancellation of the reservation by the airline or the flight provider, all the provisions established in the following article 4.4 will apply. Therefore, the user, aware of the intermediary role of the Company and without prejudice to his right to obtain the due refund, renounces the recovery of these amounts by means of the chargeback instrument against the Company.

3. REQUEST PROCESS AND BOOKING CONFIRMATION

3.1. BOOKING CONFIRMATION AND ISSUE OF PLANE TICKETS

Once your booking request is finalised and then confirmed by the airline or flight provider, you will receive a confirmation email including all the details of the flight you have booked.

Your booking will remain confirmed from the moment that the airline or flight provider (collectively, “The Airline”; “The Airlines”) accept your booking request for reserving a plane ticket. You will receive a reservation confirmation email.

After having read and accepted these Terms & Conditions, the General Conditions and the particular conditions of your chosen airline, the reservation request that you make through this Website and/or Telephone Services holds valid contractual value with respect to the chosen flight ticket once it is accepted or refused by the airline. The Company will inform you of said acceptance or refusal via email within three (3) business days.

We inform you that the reservation confirmation email is also lasting proof of your contractual relationship with the Company, and may be consulted or printed as many times as necessary.

3.2. ELECTRONIC PLANE TICKET (E-TICKET)

The confirmation email for your booking makes up your electronic plane ticket, and consists of the e-ticket which contains all the details sent by the airline; such details are identified under a reservation code known as a PNR (Passenger Name Record). If the flight you have booked allows for use of an e-ticket, you can travel just by presenting a valid ID at the airport. Nonetheless, you must remember that each airline has its own rules and regulations regarding e-tickets and some, like Spirit Airlines, oblige their passengers to check-in online and print the boarding card before getting to the airport, and, in case of non-compliance, such passengers may be subject to penalties. For that reason, we suggest that you read all of the specifications included in the reservation confirmation email and that you consult all of the airline’s rules and regulations before going to the airport. The Company is in no way responsible for any failure on your behalf to comply with the rules and regulations established by each airline, with particular reference to the use of e-tickets.

3.3. DOCUMENT REQUEST FOR CONFIRMATION OF YOUR BOOKING

To guarantee greater security for our Customers, the Company may request documents to ascertain the identity of Customers and/or passengers included in the booking. Third parties may make bookings on flights in which they will not be passengers, but in such cases the Company may request identification from the person paying for the booking.

 3.4. UNRECEIVED CONFIRMATION EMAIL

If you were not able to complete your booking request or you did not receive a confirmation email of your reservation within 24 hours from your request, and none of our operators have contacted you via email or phone to inform you of any subsequent problem, we ask that you contact our Customer Care Team as soon as possible to ascertain the status of your request. Please do not forget to tell our operators that you have tried – without success – to complete a booking via our Website and/or Telephone Services.

The Company is not responsible in any case if you have not received a confirmation email due to reasons out of its control and/or responsibility such as, for example, an incorrect email address or spam filters in your email provider. We remind you that if you change email addresses or phone numbers, you must notify us immediately.

3.5. ERRORS IN PROVIDING INFORMATION WHEN MAKING A BOOKING REQUEST

If you have made an error in names, or dates and/or times of the flight please phone our Customer Care Team as soon as possible so that one of our operators may attempt to modify your booking. You must clearly state that you have made an error in providing information in our Website or via Telephone Services. Remember, you must contact us as soon as possible so we may contact the airline and attempt to modify your reservation before the ticket is issued, as after the ticket is issued by the airline, cancellations or changes to your booking may not be possible. Keep in mind that changes and cancellations are made at the discretion of the airline in accordance with its own policies and particular conditions.

4. BOOKING CHANGES AND CANCELLATIONS

4.1. BOOKING CHANGES REQUESTED BY THE PASSENGERS

Airline tickets are nominative, and not transferable to third parties. Any modification to the date, name and/or flight leg after the reservation confirmation will depend on the conditions imposed by the airline and may incur a supplementary fee and/or a modification of the fare. You can check the conditions applicable to your flight in the booking process.    

You can make your request directly to the airline or the Company in order to receive assistance in consulting your fare conditions and coordinating directly with the airline. In such a case, the Company charges a handling fee for carrying out this service per modified passenger and flight leg as per clause 6.1 of the Terms & Conditions. These handling fees do not include surcharges imposed directly by the airlines in accordance with their particular terms and conditions. If you wish to make a change in your reservation via the Company, please call us at least 24 hours prior to your flight departure using the number indicated in your booking confirmation email. The Company will not consider requests after established deadlines, nor any request received via other media or communication channels. You can consult the rest of the Company’s applicable conditions for these services in clause 6.1 of the Terms & Conditions.

Finally, we inform you that certain airlines do not allow any type of booking modification, including cases where the passenger’s name is incorrect. In such cases, it is necessary to cancel the plane ticket and make a new one.

If you book a round trip air ticket with certain airlines, you must remember that conditions applicable to outbound tickets may differ from those applicable to return tickets, according to the conditions imposed by each airline. The outbound flight is reserved separately from the return flight; this means that there are two independent reservations that we cannot manage as one – neither during the pre-sale phase nor during the post-sale phase which may include booking modifications which are handled independently with respect to each flight.

4.2. BOOKING CANCELLATION REQUESTS MADE BY THE PASSENGER

If you wish to cancel your flight booking, you can directly contact the airline or use the services of the Company by telephoning our Customer Care Team which will evaluate the possibility of cancelling your flight based on the applicable fare and will directly manage your booking with the airline. The Company only manages these types of requests up to 24 hours before the departure of your flight by telephoning the number indicated in the confirmation email, you cannot request the cancellation of your reservation by any other means or form of communication. For providing this service the Company can charge a handling fee for each request, you can find details of this in clause 6.2 of these Terms & Conditions.

In case the airline issues you a refund, you expressly authorise the Company to subtract the corresponding handling fees. The Company’s handling fees do not include surcharges imposed directly by the airlines in accordance with their particular terms and conditions.

Please note that the Company’s agency fees are independent from the price of your plane ticket, you are not entitled to a refund for this amount which is paid at the time of booking. This is because agency fees correspond to the Reservation Service, provided by the Company, which has already been completed, having assisted the Client in processing the booking through the Website and/or Telephone Services.

We inform you that many fares are subject to cancellation penalties or may not entitle you to any refund. You must remember that applicable cancellation policy is imposed by, and is the exclusive responsibility of the airlines, along with decisions regarding cancellation penalties, refunds and applicable deadlines. You can check the conditions applicable to your flight in the booking process.  

Finally, we inform you that airlines have up to 12 months to issue refunds and that, should a passenger have the right to the return of airport taxes because of a flight leg not flown, the applicable conditions are the same as those found in this clause and all enquiries for this are directed the airline(s).

If you book a round trip air ticket with certain airlines, you must remember that conditions applicable to outbound tickets may differ from those applicable to return tickets, according to the conditions imposed by each airline. The outbound flight is reserved separately from the return flight; this means that there are two independent reservations that we cannot manage as one – neither during the pre-sale phase nor during the post-sale phase which may include booking cancellations which are handled independently with respect to each flight.

4.3. UNUSED PLANE TICKET (NO-SHOW)

If for any reason not attributable to the airline and/or the Company you decide not to use your plane ticket or you don’t arrive on time at the boarding gate, you have the right to a partial refund of the price of the unused ticket, only if and when your fare conditions provide for such. For this reason, we invite you to directly consult the applicable fare conditions imposed by the airline. In any case, we inform you that some airlines reserve the right to cancel the return flight if a passenger has not used the outbound flight. In this vein, we inform you that this type of clause is the responsibility of the airline and, in such a case, the Company is only able to inform you of its practices and policies.

In case you have booked a plane ticket via our Services and have not used it, you authorise the Company from that moment to act un-exclusively and take all necessary actions to obtain, on your behalf and in your name, any refund you would be entitled to from the airline for the flight leg(s) not flown (“Mandate”). It is understood that the Company accepts your Mandate from the moment in which you request a refund from the airline. The amount of the refund will be diligently held by the Company until you ask for its return via email, by writing to [email protected] . In  case you request a refund and it is available, the refund will be processed via the same method of payment you used when booking your ticket. Keep in mind that the amount held by the Company does not in any case constitute your right to any type of interest.

The customer is responsible from the date of the outbound, non-flown flight that have passed to request a refund, the Company will refund the amount to you in the form of a discount voucher which you may use on the Website and/or Telephone Services for reserving another flight within the following 12 months. This discount voucher is non-transferable and cannot be exchanged for money. The Company will charge handling fees (per person, per request) for the services carried out in obtaining this refund, the amount of which can be seen in clause 6.1 of the Terms & Conditions. In the same vein, if possible, you hereby authorise the Company to deduct these handling fees directly from the refund amount offered by the airline. If this is not possible, then you will directly make payment to the Company.

4.4. BOOKING CANCELLATION OR MODIFICATION BY THE AIRLINE OR FLIGHT PROVIDER

In case the airline or flight provider cancels or modifies the flight you have booked (for example, they change the schedule), you have the right to a refund of the price of your plane ticket and/or some other type of economic compensation, refers to each airline’s conditions of carriage policy. You would need to contact the airlines to obtain this. For more information on your rights, you can consult www.dot.gov/airconsumer. We inform you that the application of a refund or economic compensation is the exclusive responsibility of the airline and that the Company is not responsible for such under any circumstance.

In these cases, the Company will assist you in getting the amount of your plane ticket back (not any subsequent compensation, which you would have to directly ask of the airline) by acting in your name and on your behalf with the airline.

Keep in mind that the Company’s agency fees are independent of the price of your plane ticket, and for this reason you do not have the right to a refund of the amount paid for such services from the moment in which you make your request. This is because our agency fees cover the Booking Service supplied by the Company, which have been successfully carried out after having assisted the Customer in making his/her booking via the Web Application.

The Company will charge handling fees (per person) for the services carried out in obtaining this refund, the amount of which can be seen in clause 6.4 of the Terms & Conditions

Finally, we inform you that airlines may take up to 12 months to refund your money or provide the corresponding economic compensation.

If you book a round trip air ticket with certain airlines, you must remember that conditions applicable to outbound tickets may differ from those applicable to return tickets, according to the conditions imposed by each airline. The outbound flight is reserved separately from the return flight, and for that reason they are considered two independents bookings and cannot be managed as one, neither during the pre-sale phase nor the post-sale phase which includes any subsequent modifications and/or cancellations by the airline which would be managed independently for each flight.

5. SUPPLEMENTARY, THIRD PARTY AND ADDITIONAL SERVICES

5.1. SUPPLEMENTARY SERVICES CARRIED OUT BY THE AIRLINES

Airlines offer their passengers supplementary services which may be free or for pay. Such services depend upon the airline, such as additional baggage, priority boarding, seat selection, etc. Some of these services may be purchased during the time you make your booking request on the Website and/or Telephone Services, but others are available once you have received your booking confirmation (“Supplementary Services”, “Supplementary Service”). You can check the conditions which apply to the main airlines on their websites.

In order to request these supplementary services outside of our Website, you can directly contact the airline or have the Company obtain them, consulting the airline for the Supplementary Service and finding out the applicable conditions for such. In such case, the Company will charge a handling fee for each Supplementary Service request that you make. The Company’s handling fees do not include the cost of the Supplementary Service or any surcharges imposed directly by the airlines in accordance with their particular terms and conditions. In the same manner, we inform you that the Company’s handling fees will be charged for its assistance and administrative services in obtaining the Supplementary Services, including when the airline does not apply supplementary charges for the requested Supplementary Service. You can check the applicable handling fees in clause 6.5. of the Terms & Conditions. Lastly, we remind you that you must make this request by telephone at least 24 hours in advance of the departure of your flight by contacting our Customer Care Team.

5.2. ACCESSORY SERVICES FURNISHED BY THIRD PARTIES

While making a reservation through our Website, we might offer you accessory products/services from third parties different from the airlines as well as from the Company. Such services complement your reservation like, for example, insurance, parking services, etc. (“Third Party Service” “Third Party Services”). We inform you that these Third Party Services are at your disposal during the booking process solely for your convenience and so that you can see them together and facilitate your choice, but in no case do they constitute a tour package. These are à la carte tourist services that you can combine as you like and purchase individually. You must keep in mind that, should you cancel your flight booking, the fees for these services are not refundable and any eventual change or modification of a service does not affect the rest of the purchased services.

We inform you that the Company has no part in the contractual relationship that you formalise with the provider of the Third Party Service. To that end, upon accepting the particular conditions imposed by the provider of the Third Party Service, such acceptance refers to all individuals included in the booking. The Company is not responsible for managing or providing the Third Party Services purchased from their providers. Nonetheless, the Company may be responsible for negligence, violation of current laws or breach of its contractual obligations relating to its status as a Booking Service provider.

5.3. ADDITIONAL SERVICES PROVIDED BY THE COMPANY

While you are making a reservation on our Website, we may offer you additional services like an Assistance Package (Changes, Refund, Cancellation, Global Cancellation, Name Changes, etc.), among others (“Additional Service”, “Additional Services”).

Depending on the market, some of these Additional Services may not be available on the Website and/or Telephone Services. If they are, you can check their specific conditions during the booking process.

6. HANDLING FEES APPLICABLE BY THE COMPANY FOR PROVIDING SERVICES.

The Company will charge the handling fees specified in this clause for providing services detailed below.

Please remember that in the event of paying handling fees in a currency other than USD, the amount will be converted at the prevailing exchange rate of the currency selected by the passenger.

In case of bookings requiring Additional Services made using Telephone Services the Company will charge the following additional surcharge of $150 per person in a booking.

6.1. Booking changes requested by the passengers

Below you can check the handling fees which apply when the passenger requests a change to the booking like name correction/changes:

• Additional surcharge of $150 per person in a booking.

6.2. Booking cancellation requests made by the passenger

Cancellation of your booking may entitle you to a refund from the airline, if a refund is due, the refund will be sent directly from the airline to you, please refer to airline terms and conditions for refunds.  The Company’s handling fees are $150 per person in the booking. .

6.3. Unused plane ticket (no-show)

In accordance with Art. 4.3 of the Terms & Conditions, an unused plane ticket (no-show) could entitle you to a partial refund of the price of the unused ticket. According to the above mentioned article, we will refund you the corresponding amount through the same method of payment unless otherwise decided by the parties. This needs to be requested by you to the Company. The Company charges $150 per person with the remainder balance returned using their original payment method.

6.4. Booking modification or cancellation by the airline or flight provider

In case the airline or flight provider cancels or modifies the flight you have booked, you may have the right to a refund of the price of your plane ticket and/or some other type of economic compensation.

We remind you that, in accordance with clause 4.4 of the Terms & Conditions, the Company can apply the handling fees of $150 per person in the booking.

Should an airline open insolvency proceedings, the Company will attempt to reimburse you the amount equal to the services not used as part of your booking with us. Should we succeed in obtaining the refund on your behalf, the Company may apply handling fees of 35% of the amount equal to the services not used as part of your booking with us, subject to the method in which this reimbursement is made.

6.5. Contracting Supplementary Services

The Company charges the following handling fees for each Supplementary Service request you make as an amendment to your original booking:

•   Additional baggage: $150 per passenger per route.
•   Other Special Requests (sport equipment, musical instruments…): $150 per passenger per route.

7. PRICES

The prices indicated before you accept these Terms & Conditions and payment of your booking (that is, before you are bound to any contract or obligation of payment) are final and complete, and include the price of all chosen products and all fees, taxes, agency fees, and any other applicable charge such as airport taxes.

Nonetheless, we inform you that the prices do not include:

–        Possible adjustments regarding fuel costs: an increase in jet fuel costs is not a foreseeable expense at the moment of your booking with respect to the date of your flight, especially in cases where the departure date is much later than the booking date. For this reason, current law allows airlines and tour operators to adjust the price of already sold plane tickets if jet fuel costs have increased significantly. Failure to pay any subsequent jet fuel price increase shall end in the cancellation of your ticket without any right to refund of sums already paid.

“Airport Development Taxes”: Some airports have introduced “Airport Development Taxes” used to improve their infrastructure and services offered to passengers. These taxes are obligatory, and must be paid directly in the airport via the automatic payment stations or the airport’s website. You must present receipt of payment at the security area, otherwise you will not be able to access the boarding area. The passenger is the sole party responsible for presenting all the required documents for boarding; for this reason, we remind you that, before your flight, if this tax is applicable in the airport from which your outbound flight originates, you must allow yourself enough time to make payment in case it is necessary.

In the same vein, you must also keep in mind that in case of a change in current law which imposes and increase in fees or charges applicable to your reservation, the Company reserves the right to charge you the given amount, even when your booking is already confirmed.

Finally, we inform you that the Company works tirelessly to ensure that our Services are as precise as possible and we do not make any errors or omissions on our Website. Nonetheless, the Company may publish a price that is obviously erroneous. In these cases, when the Company identifies an error in pricing published on the Website, it reserves the right to cancel the booking, including when it has already been confirmed. In these cases, the Company will notify you of the error and rectify the price on the Website as soon as possible.

8. METHODS OF PAYMENT

8.1. CARD PAYMENT

In accordance with these Terms & Conditions, we inform you that payments via card made by Customers for products and/or services on this Website, including the collection of money, are processed by Alfa Group Solutions (a US company, with company number 6994305) on behalf of Bestfly.

We inform you that payment by card is final, and may only be returned in case of loss, theft or fraudulent use of your card. If you have found your card to be lost, stolen or fraudulently used, please contact our Customer Care Team as soon as possible so they may work to reverse the plane ticket before it can be issued. Nonetheless, keep in mind that in the majority of cases, payment by card is billed automatically; for that reason, we will probably not be able to reverse the payment. In such case, we recommend that you contact the competent authorities which can help you through the appropriate channels.

Except in the previous cases (loss, theft or fraudulent use), the cardholder may be considered responsible for fraudulent activity, depending on the situation and the applicable law. In the same vein, we inform you that you cannot under any circumstance exercise your right of withdrawal as expressed in the Federal Trades Act, Section 5 on the rights of consumers to contest a payment, as indicated, it does not apply to this case and, furthermore, such Directive would not be the correct legal proceedings for the exercise of such right of withdrawal.

We inform you that if the airline does not confirm your booking due to lack of availability for the chosen flight – save for exceptions – it will not charge your card, and the Company will contact your bank immediately to cancel the transaction. Nonetheless, even though there will be no charge on your card, the amount corresponding to the booking that cannot be processed may appear as a hold on your account. Given the characteristics of paying by card and due to the policies of each bank, such hold may last for a few days. The time needed to return the amount to your bank account depends on the issuing bank (normally 3 to 20 days). In any case, you can contact your bank to receive information and speed up the return of the held amount.

Nonetheless, we inform you that in some cases and depending on the market and payment method used, the amount may be charged on your card even though the airline has not confirmed your booking reservation. In these cases, we inform you that the Company will undertake to refund the amount of your booking as soon as possible.

Finally, we inform you that when available on the Website and/or Telephone Services, the Company may accept payment and/or other payment methods.

8.2 PAYMENTS ON BEHALF OF THE COMPANY

In the event that the Company has to refund you any amount for any reason, the Company will send you a refund method offer and you may choose to receive the amount due to you;

– through the same method of payment you used at the time of booking, (“Refund of your flight subject to airline’s conditions” ),

If you do not make a refund method choice and no response is received by us, the Company will finalise the refund as a cash refund and/or gift voucher after 60 days.

If you choose to be reimbursed by the original method of payment, or if you do not choose the method of reimbursement, and it is not possible to re-credit the corresponding amount due to you, the Company will contact you to obtain your bank account details and will proceed with the payment to your chosen bank account instead.

The value of the cash exchange will be equivalent to the amount displayed in the refund method offer as “Refund of your flight subject to airline’s conditions”.

8.3. Gift Vouchers

The following conditions apply for Bestflys discount/gift vouchers:

• Gift Vouchers can only be used via Bestflys Telephone Services are non-refundable and redeemable
• Gift Vouchers are valid for 12 months from the voucher issue date, and travel must be completed within 12 months from the voucher issue date. The validity of the gift vouchers cannot be extended.
• Gift Vouchers can only be redeemed in the currency of issue.
• Gift Vouchers are valid for use by the voucher recipient, and their name must be entered first during the flight booking process. Additional passengers can be included in the same booking.
• The Gift Voucher recipient must be aged 16 years or over. Gift Vouchers cannot be issued to children.
• If the total flight price exceeds the value of the Gift Voucher, any price difference can be paid with by payment card.
• Gift Vouchers can be used as payment for flights and associated taxes, fees and charges.
• Gift Vouchers cannot be used to purchase any third party additional services which may be on offer via Bestflys website such as car parking or hotel bookings.
• Passenger name changes are not permitted if a booking has been paid for using a Gift Voucher.
• Bestflys shall not be liable for any damages arising from any misuse of the Bestflys Gift Voucher or from its loss or disclosure to anyone other than the customer or the voucher recipient. Bestflys can take no liability for a lost, stolen or damaged gift voucher once the responsibility of ownership has passed to the customer at the time of issuance.
• Bestflys Gift Vouchers cannot be re-sold or exchanged for cash. They become void if re-sold or transferred for value. Monies on unused Gift Vouchers cannot be transferred.
• The services purchased using the Bestflys Gift Voucher shall be subject to the Terms and Conditions of Bestflys.
• The purchase and use of the Bestflys Gift Voucher are subject to these terms and conditions. Loganair reserves the right to amend these terms and conditions at any time without prior notice and will inform customers of such amendments on its website

9. INVOICE REQUEST

If you wish to request an invoice for your booking – which you declare to accept exclusively in electronic format – you must fill in the required section on the page following the payment page for your booking. The Company will send you an invoice to the email address indicated during your booking request within 15 days from your date of request.

Notwithstanding the previous statements, and in accordance with applicable law, the Company informs you that in any case it will invoice the reservation holder, or PayPal account that has made the booking, even if a request for such invoice was not expressly made.

10. RIGHT OF WITHDRAWAL

10.1. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

We inform you that the right of withdrawal for remote contracts under the Federal Trade Act, Section 5 on consumer rights, excludes, among others, contracts for passenger transport services. In the same manner, once you make a booking request via the Company’s Booking Service upon express acceptance of these Terms & Conditions, the Company’s Booking Service has begun its execution and is not subject to the right of withdrawal. 

11. ID DOCUMENTATION, VISAS AND HEALTH REQUIREMENTS

The User is advised to check:

• All information pertaining to the documentation, passports and visas required for their trip with the relevant authority before travelling, as these can often vary.
• The entry requirements for their destination of travel, transit countries (if any), and country of origin (upon return), such as vaccinations, PRC tests, etc..

Travel information could also vary depending on the nationality of the passenger, therefore it is the User’s responsibility to check all the relevant requirements and regulations for their specific trip.

The User is solely responsible for ensuring that they have taken all the necessary documentation with them on their chosen trip. 

12. CHARGEBACKS

You are  completely aware that Alfa Group is a third-party service provider and  well aware of the refund/complaints process before placing a chargeback with your bank. Contact Alfa Bestfly at [email protected] . This allows Alfa Bestflys time to remedy any disputes. If Alfa Bestflys fails to respond within 10 business days to your contact, you may then contact your bank. If you directly place a chargeback on Alfa Bestflys without contacting us, it will be considered as chargeback fraud and in breach of this agreement between you and Alfa Bestflys. These actions will be taken by Alfa Bestflys for the breach of agreement regardless of the chargeback resolution. a) Your name, email address, phone number, order date and amount will be listed on the chargeback abuse database. Being listed on such databases may make it more difficult or even impossible for you to use any of your credit cards for future purchases with us or other merchants. (b) Civil and criminal actions/complaints may be taken as well as collections and reporting to credit bureaus. (c) If you require the removal of your name from chargeback abuse database, then you will make the payment for the amount of the chargeback plus USD 25 for the chargeback fee plus USD 100 to process your request, this amount in total shall be paid to Alfa Bestflys. (d) If you take the dispute further to arbitration or courts you agree to pay us one thousand USD plus an hourly rate of three hundred USD,  arbitration fee of five hundred dollars, and all other expenses incurred while dealing with arbitration and courts. If you put us in that position forthwith, you further agree that all actions and procedures above will be deemed and waived by you, and that these amounts will be added to the original amount of the order, and that this total amount will then be immediately due and payable.

13. LAW AND APPLICABLE JURISDICTION

These Terms & Conditions are governed by the law of the USA . The parties agree to submit to the jurisdiction of the Courts of the consumer’s domicile. We invite you to contact our dispute resolution team directly via email and/or phone using the information provided in the confirmation email, so that we can assist in resolving your issue.   

We are committed to traveller satisfaction and to resolving consumer disputes in a timely and efficient manner. We have a dispute resolution process that includes investigation and negotiation of your claim with our Traveler Support team.

13.1. SMALL CLAIMS COURT MATTERS

You and us each retain the right to seek relief in small claims court.

Notwithstanding the foregoing arbitration provisions, either you or we may bring, or remove, any claim in small claims court if the claim is within such court’s jurisdictional limit; provided that such court does not have the authority to entertain any claims on a class or representative basis, or to consolidate or join the claims of other persons or parties who may be similarly situated in such proceeding. Further, if the claims asserted in any demand for arbitration is within the small claims court’s jurisdictional limit, then either you or we may elect to have the claims heard in small claims court, rather than in arbitration, at any time before the arbitrator is appointed, or in accord with the AAA rules, by notifying the other party of that election in writing.

13.2. NO CLASS ACTIONS OR REPRESENTATIVE PROCEEDINGS

You and we agree that any and all proceedings to resolve Claims will be conducted only on an individual basis and not in a class, consolidated, or representative action, including without limitation as a private attorney general. The arbitrator may not consolidate more than one party’s Claims and may not otherwise preside over any form of any class or representative proceeding. You and we further acknowledge that you are each waiving your right to a jury trial.

14. PARTICULAR AIRLINE CONDITIONS

With regards to the reserved plane ticket, Particular Conditions established by the airline are additionally applicable to the Company’s Terms & Conditions. Upon using the Company’s Booking Service, you declare to have read and expressly accept the airline’s Particular Conditions directly via airline website or received emails confirming booking.

CONDITIONS RELATING TO THE FLIGHT SELECTED

The specific conditions set out by the airline in relation to this flight leg can be consulted directly on the airline’s website, but for your convenience, please find below some general information applicable to all scheduled air transport operators.

A- ATTENDING THE AIRPORT DESKS FOR THE COLLECTION OF TICKETS, CHECK-IN AND BOARDING

When collecting tickets and to complete the necessary formalities for checking in in due time, passengers must attend the check-in desk provided at the airport with the appropriate valid documentation for boarding, within the time period indicated in their confirmation email. The booking will indicate the aircraft’s time of departure; however, if you do not attend the check-in desk or report to the boarding gate in due time, or, if you attend either destination in due time but without the necessary documentation, or if you are not able to depart, the air transport operator will not, under any circumstances, be able to check you in or allow you to board the plane, and in any case, they will not delay the flight’s departure. The passenger is solely responsible for any damage or expense incurred due to failure to observe the above indications. Usually, you will be asked to attend the check-in desk at least 3 hours before your flight is scheduled to depart in order to complete the boarding formalities, but for further details, please contact your air transport operator.

B- DOCUMENTS AND VISAS REQUIRED FOR TRAVEL, APPLICABLE LAWS AND REGULATIONS

The air transport operator may only check-in and board the passenger whose name is indicated on the ticket. The passenger must present a valid identity card for national and international flights within the USA. In all other cases, the passenger must present his/her passport and, where requested, a visa. It is the passenger’s sole responsibility to respect all the laws and regulations of the departure, transitory and destination states. The passenger shall not be entitled to any reimbursement in the case that access on-board the aircraft is denied due to his/her failure to present the required documents. The passenger is the only person responsible for the possession of the necessary documentation. Passengers should therefore ensure that they are fully informed regarding the documents required for entry into their destination countries in order to avoid unnecessary inconvenience. Please note that in some countries, including those used for connecting flights, you will not be granted entry if not in possession of a return ticket.

C- SECURITY RULES FOR HAND LUGGAGE

WE RECOMMEND THAT PASSENGERS CHECK ALL BAGGAGE INTO THE AIRCRAFT’S HOLD DURING CHECK-IN AND DO NOT CARRY HAND LUGGAGE ON TO THE AIRCRAFT. THE NEW SECURITY MEASURES LISTED BELOW ARE VERY STRICT AND CARRY PENALTIES. When preparing your luggage, please bear in mind that there are no volume limitations regarding liquids being transported in baggage in the aircraft hold (baggage handed in at check-in to be collected at the destination airport), while in your hand luggage (the baggage that you must present at the airport safety checkpoints) permitted liquids are only allowed in small quantities. Liquids include water and other drinks, soups, syrups, creams, lotions and oils, perfumes, sprays, gels (including hair and shower gels), the contents of pressurised containers (including shaving foam, other foams and deodorants), substances in pastes (including toothpaste, mixtures of liquids and solids), mascara and any other product of a similar consistency, must be contained in containers with a maximum capacity of 100 millimetres (1/10 of a litre) or the equivalent (e.g. 100 grams), and the containers in question must then be inserted into a transparent, sealable plastic bag, of a capacity not exceeding 1 litre (or with dimensions equal to, for example, approximately 18 x 20 cm). It must be possible to close the bag with the respective contents inside (that is, all of the containers must fit comfortably into the bag). Each passenger (infants included) will be permitted to transport only one plastic bag of the aforementioned dimensions. Medicines and liquids prescribed for dietary purposes, such as baby foods, may be transported without a plastic bag and are not subject to volume limitations. At the airport, in order to facilitate checks, passengers must present all liquids to be transported as hand luggage to the security personnel at the checkpoints in order for them to be examined. For further information, please consult the Federal Aviation Administration (FAA) website, www.faa.gov/

D- UNACCOMPANIED MINORS

Most airlines will not allow unaccompanied minors on-board a flight. Each airline applies its own procedures and regulations to this situation. Usually, the minor must travel with a chaperone, who must declare themselves as such at check-in and when boarding the aircraft. The chaperone must not be a minor and, if not a parent, carer or other party exercising parental authority, should be in possession of an appropriate power of attorney and travel documents for the same flight leg as the minor, and must travel on the same flight as the minor that they are accompanying. Any damage or expenses incurred due to failure to adhere to these regulations are the responsibility of the passenger.

E- PASSENGERS WITH REDUCED MOBILITY

All passengers requiring specific assistance are kindly asked to state their needs at the time of booking, indicating their medical condition. One of our operators will then check with the air transport operator as to the feasibility of the requests made. In order to ensure the best service when boarding and leaving the aircraft and during the flight, passengers with reduced mobility who require specific assistance must check in at least two hours before the flight’s scheduled departure time. General regulations set out that: a. upon booking and during check-in, please indicate whether any passengers will require the use of a wheelchair to move between the airport and the aircraft, even if they are capable of climbing and descending the aircraft steps and moving around inside the cabin; b. upon booking, please indicate whether any passengers may be incapable of climbing or descending the aircraft steps or will require assistance to their seats. In accordance with safety standards, the air transport operator must limit the number of passengers with these special requirements on each flight; c. passengers who have reduced mobility due to a clinical condition must be in possession of medical authorisation to travel; d. pregnant women must adhere to the following procedure: d1. up until the 28th week of pregnancy, pregnant women may board the aircraft without a medical certificate stating that they are permitted to fly. In this regard, the air transport operator may request that the expectant mother provide a document which shows that she has not passed 28 weeks of gestation;. d2. from 29 to 36 weeks, the expectant mother must provide a medical certificate stating that she is authorised to fly and in a good state of health, which also displays the baby’s expected due date; and d3. over 37 weeks (30 weeks for those carrying twins), pregnant women will not be permitted on-board in any situation. e. passengers with other conditions (blind, deaf or mute passengers, etc.) must always indicate their medical conditions upon booking in order to avoid difficulties during check-in with your airline.

F- TRANSPORTING ANIMALS

The transporting of small domestic animals (dogs and cats only) in the cabin as carry-on baggage is permitted at the discretion of each individual airline and under the following conditions: the passenger must be in possession of all the health documentation required under current legislation. The animal is the passenger’s responsibility and must be housed in a resistant and secure container with a completely impermeable base which has an opening to provide the animal with sufficient aeration; containers boarded into the cabin must not exceed the following dimensions: 48x33x29 cm. The animal, the container and any food taken into the cabin must not exceed the maximum total weight specified by the air transport operator; the animal must not give off unpleasant odours and must remain in the container at all times. The Captain has the right to request that the animal is transferred to the hold if it is disturbing other passengers. All transporting of domestic animals must be booked in advance in order to avoid unnecessary inconvenience, and the relative transport costs depend on each individual air transport operator.

G- TRANSPORTING WEAPONS

The majority of air transport operators do not accept weapons on-board their aircrafts. Each air transport operator reserves the right to enforce its own regulations. Before purchasing flights for yourself or for third parties, passengers must ensure they are aware of the specific regulations concerning the type of weapon that they wish to transport.

H- TRANSPORT CONDITIONS AND SECURITY MEASURES

The transporting of passengers and their baggage by air, the relative responsibility of the air transport operator regarding air transport, as well as the rights of the individual passenger are subject to applicable legislation which depends on a flight’s departure country , any break or intermediate stop and/or the flight’s arrival country. Of particular relevance, depending on the situation, is the Convention for the Unification of Certain Rules for International Carriage by Air, signed in Montreal on 28 May 1999 (the Montreal Convention), the relative national legislation which updates the provisions of the Montreal Convention as well as any national laws of countries which have not signed the Montreal Convention. For a summary of the provisions of the Montreal Convention and of the EC legislation which updates them, please click here: www.transportation.gov/airconsumer/fly-rights

I- CANCELLATION OF THE FLIGHT, PROLONGED DELAY CAUSED BY THE AIR TRANSPORT OPERATOR

The air transport operator will do everything possible to transport the passenger and their baggage with reasonable promptness and in accordance with the published schedules on the date of travel. In the case of the cancellation of a flight or of a prolonged delay, caused by the actions of the air transport operator, the latter shall take responsibility for the situation. In the case that a flight is cancelled for the reasons above, the air transport operator may be obliged to reimburse the cost of the ticket, however we must inform you that the clearance time for such reimbursement may be several months (up to twelve months for some airlines). In the case of bookings made far in advance, we recommend that all passengers check for any changes to their flights before departing. Failure to carry out this procedure relieves the organiser/air transport operator of the obligation to provide any re-accommodation which may become necessary. It should also be noted that if the passenger chooses not to depart on a flight in their booking, the air transport operator may legitimately cancel the booking’s other flights for continuation flights and/or return flights.

L- PASSENGER OBLIGATIONS

Passengers must ensure that they observe the rules of normal diligence and care, along with all the information provided by the organiser or air transport operator, as well as the administrative or legislative regulations and provisions relating to their flight. Participants are responsible for any damage that the organiser or air transport operator may suffer as a result of the former’s failure to adhere to the obligations listed above. Passengers must provide the organiser or air transport operator with all the documents, information and elements in their possession which may be useful in exercising their right of recourse (both directly, via subrogation or of another nature) against third parties responsible for causing them damage, and is responsible towards the organiser and/or air transport operator for any prejudice resulting from the application of the right of recourse. The organiser and/or air transport operator may call directly upon this clause and make the Passenger directly liable for compensation. It is the Passenger’s duty to ensure that they are informed and familiar with the transport conditions of the air transport operator chosen for their flight. Passengers are solely responsible for their own failures and negligence.

Contact – [email protected]