Terms & Conditions
Contents
1.
Use of the platform
2.
How the platform works
3.
Purchase conditions
4.
Intellectual and industrial property
5.
Other applicable terms and conditions
6.
Applicable law
7.
Annex 1. Specific information for flights
1. Use of the
platform
1.1. This platform (“Platform”) is
available to all users (“User” or “You”), subject to these general terms and
conditions (“T&Cs”). When You make a booking on the Platform or use the
Platform in any other way, You acknowledge that You have accepted these T&Cs.
1.2 This Platform
is operated by FRIENDS PVT LTD.
1.3. The User
acknowledges to be of legal age, having the necessary legal capacity to decide
and bind himself through an agreement and using the Platform in accordance with
these T&Cs, which are understood and acknowledged in full. The User shall
be responsible for safeguarding any passwords provided by FRIENDS FLIGHT in
order to enter the Platform, and guarantees that no unauthorized third parties
shall gain access to them. The User declares that all information provided by
them in order to enter the Platform, before and during use, is true, complete
and accurate and warrants keeping this information updated.
1.4. This Platform
is solely and exclusively for the User’s personal use. It is prohibited to
modify, reproduce, duplicate, copy, distribute, sell, resell, or exploit it in
any way for commercial ends or equivalent purposes.
1.5. The User
agrees to not use this Platform for illegal or improper purposes. In
particular, the User accepts that the services purchased through this Platform
are for their own use or consumption, or for the use and consumption of the
persons in whose name they are legally authorized to act. The User may not
resell the services purchased through this Platform to third parties. FRIENDS
FLIGHT reserves the right to deny access to the Platform at any moment with no
prior notice.
2. How
the platform works
2.1. Through this
Platform, FRIENDS FLIGHT offers search and comparison services of travel
services which are offered by Travel Suppliers, as well as mediation services
which enable the Users to actually purchase travel services in accordance with
their preferences and choices. A purchase on this Platform means that You make
an order to FRIENDS FLIGHT to acquire services from third parties for You,
which implies a payment obligation. When You purchase travel services through
this Platform, You will enter into two agreements: (a) one agreement between
You and the Travel Supplier(s) relating to the provision of the travel
service(s) required and (b) one agreement between You and FRIENDS FLIGHT
relating to the provision of a mediation service. Unless expressly indicated, FRIENDS
FLIGHT acts as an Agent for You and does not enter into any contractual
relationship with You and/or the Travel Supplier relating to the services that
You purchase on this Platform.
2.2. The term
“Travel Supplier” includes, as appropriate, airlines, flight consolidators,
tour operators, holiday package suppliers, hotels, hotel chains and hotel
aggregators, insurance providers, car rental suppliers, car rental aggregators
and cruise lines.
2.3. FRIENDS
FLIGHT will assist You to purchase travel services, providing to You with
mediation services and therefore acting on Your behalf with the Travel
Supplier(s). It is important to note that Your travel service(s) will be
subject to the terms and conditions of each Travel Supplier. We encourage You
to check and read carefully the terms and conditions from each Travel Supplier
before purchasing its products or services, especially those relating to
cancellation fees. FRIENDS FLIGHT has collected the terms and conditions of the
most frequent Travel Suppliers for. If Your Travel Supplier is not there,
please visit its website to check its terms and conditions.
2.4. By using this
Platform to purchase Travel Services, You authorize FRIENDS FLIGHT to act as
Your agent during the purchasing process with the corresponding Travel
Supplier(s), as well as for the payment of the products or services on Your
behalf, to the extent as necessary, in order to ensure that the transaction
between You and Your Travel Supplier(s) is performed correctly. For the
provision of mediation services, FRIENDDS FLIGHT will charge You a service fee
the amount of which will depend on the travel service(s) purchased. In any
event, FRIENDS FLIGHT will provide You with all necessary information,
including total price of Your purchase before You will be bound by any
agreement and/or any payment obligation.
2.5. The total
price of your order with the appropriate breakdown will be displayed once the
search process, price comparison and selection have been completed and, in any
case, before You finalise the booking by clicking on “ACCEPT AND PURCHASE”.
Prices are displayed based on the daily calculated rates offered by Travel
Suppliers and can therefore vary on a daily basis. Likewise, applicable taxes,
such as airport taxes may fluctuate on a daily basis.
2.6. When You have
completed Your purchase order by clicking “ACCEPT AND PURCHASE”, You will
receive an order confirmation email, containing the summary of all details of
Your order, as a confirmation that Your order has entered correctly in the
systems of your Travel Supplier(s) and that Your payment will be processed. Our
obligation to process Your purchase order is subject to having received Your
payment in full. You will receive a second email, confirming that your purchase
of the travel service has been properly processed and that Your payment has
been received in full and will contain the e-ticket number. In the event that,
for any reason beyond the influence of FRIENDS FLIGHT, Your order, partially or
in full, cannot actually be processed, we will immediately contact You. Note that if you ordered a low cost
flight, you will only receive one email containing both the order confirmation
and the e-ticket number. In any case, please do not go to the airport if you
have not received the e-ticket number for all the flights you have ordered.
2.8. We reserve
the right to cancel Your order in the event that we can reasonably believe it
is fraudulent – i.e., the payment method is not legally valid and/or you are
not the legal owner of such payment method, among others. Under these
circumstances, we will attempt to contact You, using the email address provided
by You during the booking process, or through your bank. If we cannot contact
You or your bank, your order will be automatically cancelled for security
reasons.
2.9. In accordance
with the EU Directive on eCommerce and their local transpositions, as
applicable, we inform You that the order confirmation email is the proof of
Your contractual relationship with FRIENDS FLIGHT. This document will be filed
in FRIENDS FLIGHT records and may be accessed by You at any moment, upon
request.
2.10. In
connection with particular options or special requests relating to the
provision of travel services (e.g. specific meal on board, disabled facilities,
child seats etc.), You have to take into account that FRIENDS FLIGHT will
transfer Your requests and preferences to the Travel Supplier(s), but it will
be necessary to wait for the Travel Supplier(s) coming back with confirmation.
As a consequence, we expressly inform You that the request for any particular
or special option may cause a delay to the confirmation of Your purchase.
During this delay, we may not ensure that the service which You have ordered
will be still available or the price will be still the same as shown at time of
your order was made.
3.
Purchase conditions
3.1. Cancellations and changes
3.1.1. The chance
to cancel or change a travel product or service purchased through this
Platform, as well as the way to do so, will depend on the terms and conditions
of your Travel Supplier(s), which are usually according to the sort of fare
chosen (i.e. low cost fares do not usually allow changes or cancellations).
FRIENDS FLIGHT can assist You to find out whether Your fare allows changes or
cancellation and, if you wish, FRIENDS FLIGHT can also manage your request with
your Travel Supplier(s), by charging a service fee of up to sixty euro (€60)
per person and route cancelled and/or changed. Please note that our services
fees for managing cancellations and/or changes do not include the amounts
eventually charged by your Travel Supplier(s), according to their terms and
conditions. These requests cannot be processed by email.
3.1.2. According
to Article 103.a) of the Royal Decree 1/2007, of 16th of November, by which it
is approved the General Law on Consumers and Users Rights, we inform You
that once your purchase
is confirmed, the mediation service provided by FRIENDS FLIGHT is considered as
totally executed and therefore you are not entitled to use your withdrawal
right anymore.
3.2. Prices and payment methods
3.2.1. You will
see total price of your order with the corresponding breakdown, once You have
selected the Travel Services You want to order, which is before You will be
bound by any contract or take any payment obligation. Such total price will
include the price of all of selected travel services, including optional
services, and FRIENDS FLIGHT’ service fees. Please note that FRIENDS FLIGHT’
services fees are non-refundable. This is because the service fees are charged
for the mediation services provided by FRIENDS FLIGHT, which are fulfilled when
the booking has been confirmed to You.
3.2.2. FRIENDS
FLIGHT’ service fees will vary according to the products or services included
in your order, the channel used and other factors. In the event that Your order
cannot be processed because You use a invalid credit or debit card, FRIENDS
FLIGHT will charge You an additional service fee of up to sixty euro (€60) and
will provide You with instructions to make the payment of Your order effective.
Once full payment has been made by You, the additional service fee will be
refunded by deducting it from total price of Your order. You will not receive
any of the services ordered until full payment has been received. Note that
price of the services at the moment you completed Your purchase by clicking
ACCEPT AND PURCHASE may change due to the elapsed time between completing Your
purchase and the moment on which Your payment has been received in full. In
such case, to process Your order You must accept the price of the travel service(s)
which is applicable at the moment the full payment has been received. In the
event that any problem arises relating to you payment, we will contact You
within forty-eight (48) hours from your order (or within twenty-four (24) hours
if You are traveling within forty eight (48) hours) and will instruct You to
make the payment effective.
3.2.3. If you
order includes one or more flights, be aware that some airlines will directly
charge You, so payment to the airline(s) and payment to FRIENDS FLIGHT may
appear as separate transactions on your bank account.
3.2.4. You can
only use the payment methods as listed on the Platform. No other payment
methods are accepted by FRIENDS FLIGHT.
3.2.5. All prices
which are mentioned to You on our platform are including VAT (if due at all).
Note that specific VAT rules are applicable to the provision of travel
services, as well as the mediation regarding such services. This means that the
amount of VAT included in the price of the travel services, as well as in the
mediation fee (if any), depends on the destination of your travel as well as
whether you are a private customer or customer with a VAT number.
3.2.6. For
security reasons, You will be requested to enter your credit or debit card
information each time you make an order. You authorize FRIENDS FLIGHT to use
such information to (i) pay the products or services ordered, (ii) pay the
insurance premium, if applicable, (iii) manage refunds, when appropriate and
(iv) pay post-booking services requested. In all cases, Your payment details
will be encrypted in a secure server, according to PCI standards.
3.2.7. FRIENDS FLIGHT will also
charge You with additional fees for using certain payment methods as stated by
the applicable laws, i.e. if You use a corporate card or a tripartite system
(American Express or Diners). Please note that our systems automatically detect
the payment method which is actually used by You and the corresponding
additional fees are charged, if any. Please, note that, If You pay with a
credit or debit card which is held by another person than you, we will assume
that You have previously requested the permission of the card holder. FRIENDS
FLIGHT reserves the right to send e-tickets, confirmations, e-vouchers and
other travel documents exclusively to the card holder.
3.2.8. In certain cases, subject to
prior contact with the Customer Service centre, You will be able to pay by bank
wire. In these cases, there must be a difference of at least six (6) working
days between the date of your order and the departure date of the ticket. By
choosing bank wire as the payment method, FRIENDS FLIGHT will charge You the
total amount of your order in one single payment. You must ensure that there
are sufficient funds available to settle the payment. In the event of a
returned payment due to lack of funds or any other reason, FRIENDS FLIGHT will
charge You an additional service fee of up to sixty euro (€60) and will
immediately give You instructions to make the payment effective.
3.3. Refunds
3.3.1. Refunds are subject to the
Travel Supplier(s)’ Policies, as the case may be. If You are eligible to be
refunded according to such Policies, be informed that Your refund will be
processed using the same payment method as used to pay Your order. Note that the air fares contain different elements
and not all of them are refundable, so even if you are eligible to be refunded
according to your travel supplier(s)’ policies, the refunded amount may not be
exactly the total price paid for your booking.
3.3.2. In the event that You have
ordered a non-refundable and unchangeable flight, and You will not be able to
use it, be informed that You may claim anyway a refund for some airport taxes
which are included in the air fare. In case that You wish to request the refund
of the airport taxes through FRIENDS FLIGHT, You may contact our call centre
services. With this request, You authorize FRIENDS FLIGHT to carry out all
necessary actions on Your behalf to be refunded. Please note that the deadline
for requesting the refund of these airport taxes is twelve (12) months from the
date of purchase of the tickets or six (6) months from the date of the flight,
if this is later. For this service, FRIENDS FLIGHT will charge You with an
additional service fee of up to sixty euro (€60) per person, which will be
deducted from the amount refunded.
3.4. Passport, visas and health requirements
3.4.1. You should check accurately
with the relevant embassy about passport and visa requirements in advance. It
is Your responsibility to be in possession of a valid passport and, if
appropriate, a visa. Under no circumstances FRIENDS FLIGHT can be responsible
if You do not have the right travel documents or permissions.
3.4.2. Every destination has its
own requirements concerning entry formalities, vaccinations, etc. and these may
also vary depending on the nationality of the passenger. We recommend that You
obtain this information before planning your journey. FRIENDS FLIGHT cannot be
responsible for incidents deriving from customers being non-observant of these
official requirements.
3.5. Electronic tickets (e-tickets)
3.5.1. All tickets ordered through
this Platform are e-tickets. The e-ticketing system is a paperless method to
buy airline tickets. Once You have made your order, FRIENDS FLIGHT will send
You a confirmation email with your flight booking reference number(s). Please
note that You will
not receive a paper ticket to show at the airport.
3.5.2. In this regard, we would
like to inform You that every airline has its own rules and procedures
regarding e-ticketing, and we would urge You to check these regulations before
getting the airport. In
any event, we recommend you always having a printed copy of your confirmation
email containing your flight booking reference number(s), although not all
airlines request to see it. Some low cost airlines apply
extra charges if You do not print and show your boarding pass at the airport. FRIENDS
FLIGHT recommends to accurately read all booking confirmation email
specifications. You may need to check in and reprint your boarding pass again
if your flight or passenger details change.
3.5.3. FRIENDS FLIGHT understands
that the information provided by You is right and accurate, and can therefore
not be responsible if your e-ticket does not arrive to your inbox due to an
incorrect email, or goes into your spam folder. You must notify us immediately
if You change your email or telephone number. You must also check that the name
that appears on your passport coincides with the one mentioned on your ticket and/or
booking confirmation.
3.6. Travel insurance
3.6.1. FRIENDS FLIGHT recommends
You take out travel insurance for your travel. If You decide to purchase travel
insurance policy through the FRIENDS FLIGHT Platform, your will conclude two
separate agreements (a) one agreement between You and the Insurer which is
relating to the supply of travel insurance, subject to the terms and conditions
which are mentioned in the insurance policy and (b) one between You and FRIENDS
FLIGHT which is relating to the mediation service regarding the supply of the
travel insurance by the Insurer. FRIENDS FLIGHT will charge you the insurance
premium plus applicable insurance premiums taxes (if any) on behalf of the
Insurer and will also charge a fee for the mediation service. In any case, You
will have access to the insurance policy before being bound by a contract or a
payment obligation. We recommend to carefully read the terms and conditions of
Your insurance policy.
4.
Intellectual and industrial property rights
4.1. All the content of this
Platform (including, but not limited to, trademarks, texts, graphics, logos,
button icons, images, audio files and software) is owned by FRIENDS FLIGHT or
its content providers and is protected by national and international industrial
and intellectual property laws.
4.2. Any other use of the content
on this Platform is strictly prohibited, including its total or partial
reproduction, modification, distribution, transmission, subsequent publication,
exhibition and/or representation. In particular, any type of use of the images
contained on this Platform outside of this Platform is strictly prohibited
without the express consent of FRIENDS FLIGHT and/or its suppliers.
4.3. FRIENDS FLIGHT and other names
of products, services, graphics and logos of FRIENDS FLIGHT are internationally
registered trademarks.
5.
Other applicable terms and conditions
5.1. Passenger rights under Regulation (EC) 261/2004.
5.1.1. If You are traveling into or
out of the EU, or using an EU airline, You may have rights which You can claim
to the relevant airline in the event that your flight is cancelled, delayed or
You are denied boarding. Please consult Regulation (EC) 261/2004 or contact our
Customer Services Department.
5.2. Queries and complaints regarding your order.
5.2.1. Please contact our Customer
Services Department if You have any query or complaint relating to your booking
before your departure. You can use our Help Centre, which is a 100% online
system, or You can call the telephone number displayed on the header of the Web
page.
5.3. Changes to T&Cs
5.3.1. FRIENDS FLIGHT may amend or
update these T&Cs at any moment, without prior notice. The current version
of these T&Cs will be the one shown on the Platform at each moment. Please
consult the current T&Cs each time You make a booking on this Platform.
6.
Applicable law
These T&Cs shall be constructed
and governed by the laws of Spain.
Annex
1. Specific information for flights
Please note that the contract of
carriage will be set up between You and the airline and it will be subject to
the airline’s terms and conditions. FRIENDS FLIGHT only acts as intermediate in
the purchase of your air ticket. It is IMPORTANT that You check the terms and
conditions of your airline, since the air fare chosen could be unchangeable
and/or non-refundable. Moreover, airlines may charge for ancillaries’ services
to the air transport service such as checked baggage, airport check-in,
preferred seating, in-flight entertainment, food, drink and snacks, etc. Any
charges for these additional services are not included in the price of your air
ticket unless explicitly provided otherwise and must be paid to the airline
directly. Please note that, if your flight includes more than one route, each
one can be subject to different rules (i.e. for baggage allowances, visa
requirements, etc.). This can happen even if the routes are operated by the
same airline, but one route is international and the other is domestic.
In particular, it is IMPORTANT that
You check the following:
·
Minimum check-in time for your
flight. The recommended minimum check-in time for international flights is 120
minutes prior to departure and for domestic flights, 90 minutes before
departure. Nevertheless, some airports and/or airlines may require a longer
time.
·
If You have a return ticket,
whether the airline requires You to reconfirm your return flight booking at
least 72 hours before travel. If You do not reconfirm your return route
directly with the airline, it could be cancelled.
·
In particular if You are traveling
first class, whether there are special request regarding your seat.
·
In particular if You have chosen a
special fare or better price, whether there are stopovers in your flight. Some
itineraries require a change of plane during the trip. A flight described as
“direct” is when there is no need to change of plane during the trip.
Nevertheless there could be stops to refuel or drop off/collect passengers. The
details of stopovers will be provided during the booking process and will be
clearly identified both on the platform and on your itinerary, which we will
send You when You make your booking. It is Your responsibility to organize the
necessary visas, as may be required due to such stopovers.
·
If a passenger included in your
booking is pregnant on the date of return, what is the specific airline’s
policy about this. For reference purposes, airlines normally refuse to
transport women who are 28 weeks pregnant.
·
If a passenger included in your
booking is a child, what is the specific airline’s policy about this. For
reference purposes, (i) children must normally be 6 weeks olds or more to
travel by air and must either sit on an adult’s lap or occupy an infant seat,
while children aged 2 years or more must occupy a normal seat; (ii)minors
between the ages of 5 and under 12 may not normally travel alone, unless the
airline provides a special assistance – just for passengers between the ages of
12 and 17 – but this additional service must be paid separately and requested
before confirming the booking through our Travel Agents.
·
Changes of passengers’ names and/or
last names. Note that if the details on the ticket do not match with your ID
document, the airline can refuse You to board. Further to ensure that You have
provided correctly all passengers’ personal data during the online booking
process, we recommend to check the airline’s policy on this. For reference
purposes, note that changes of names and/or last names are not generally
allowed by airlines, but you will have to cancel your booking and make a new
one if this happens.
One-way combinations as return flights
In some cases, in order to provide
special return fares, we combine two one-way fares on different airlines or on
the same airline. This means that You will have two separate bookings (one for
your outbound flight and one for your inbound flight) and each booking will
have its own fare rules. If You need to cancel one of the flights, it is
possible to keep the other. Any cancellations, schedule changes or other
modifications to one of the flights will not affect the other flight, and the
fare rules of the other flight will still apply. For example, if You cancel one
of the flights, the other airline is not obliged to refund the other part of
the journey and offer You a change of itinerary. You may incur costs of any
change with the other flight if it is necessary.
Low-cost airline flights
In the event You chose a low-cost
airline to fly, please check accurately the rules applying to your air fare,
particularly the existence of ancillary services which are not included in the
price of the air ticket and note that your flight may depart from a smaller,
regional and/or secondary airport. The airport is always displayed before the
purchase in flight details section.
Discounted fares for residents in Canary Islands, Balearic Islands,
Ceuta or Melilla
According to Spanish Laws, all
Spanish citizens who are resident in Canary Islands, Balearic Islands, Ceuta or
Melilla (“Residents”) have the right to get special discounted fares when they
fly within the national territory from or to home. Residents’ parents who live
in third countries also have the right to get these special discounted fares
when they visit their parents/Residents.
In order to access to such special
discounted fares, during the purchase process You need to select the option
“YES, WE ALL ARE RESIDENT” (“Resident Option”). In case You think that all
circumstances are met (domestic route from or to a Resident location), but the
system does not give.
When You select the Resident
Option, Your condition as Resident will be checked by the Spanish Government (Ministerio
de Fomento) before to issue the air ticket. In case that the result of such
checking is positive, i.e. Your condition as Resident is confirmed, Your air
ticket will be normally issued and You will not have to show any document at
the airport. In case that, otherwise, the result of such checking is negative,
i.e. Your condition as Resident cannot be confirmed this automatic way, you will need to show at the airport an
original certificate of residence, duly issued by your city countil or,
if You are a member of the Spanish Parliament (Congreso de los Diputados o
Senado), the corresponding Certificate as such.
Discounted fares for large families
According to Spanish Laws, all
Spanish citizens who are members of a large family and they have been
officially recognized as such have the right to get special discounted fares
when they fly within the national territory.
In order to access such special
discounted fares, You need to call our call centre and perform Your booking by
phone with the assistant of one of our agents.
Annex
2. Specific information for hotels
We reserve a space on this Platform
for travel providers that offer hotels and accommodation services. Please note
that the booking of accommodation will be set up between You and such travel
providers. FRIENDS FLIGHT does not intermediate in this transaction, but rather
acts as an information service provider consisting of the provision of content
or related search tools, according to EU directive on e-commerce:
o Expedia Partner Solutions:
https://developer.expediapartnersolutions.com/terms/en/
It is IMPORTANT that You check the
terms and conditions of your travel provider and the description of the hotel
or accommodation establishment before booking. For reference purposes, we
recommend You to check the following:
·
Classification with stars. Please
note that rules and criteria can be different between hotels and accommodation
establishment of the same class in different countries, and even within the
same country. Different countries have different regulations: a 3-star hotel in
one country is not necessarily the same as a 3-star hotel in another.
·
Check-in/check-out time. Generally
guests must register at a hotel or other establishment around 15:00 and
check-out by 11:00 local time. Nevertheless, local variations may apply.
·
Pictures. We do our best to ensure
that pictures of establishments and descriptions of facilities and services
that appear on our Platform, as provided by the travel providers, are accurate,
but we cannot guarantee this is always the case.
·
Location. We do our best to offer
You the most exact information on a hotel’s map location, as provided by the
travel providers and/or Google Maps, but we cannot guarantee this is always the
case.
·
Room types. Pictures and
descriptions of room types do not necessarily represent the exact bed
configuration of the room. For example, a triple room in North America may
consist of a double bed and a single bed or a double room in Austria may
consist of two single beds. In addition, there may be an extra charge for
supplementary beds or cots.
·
Breakfast. Normally, breakfast is
not included unless otherwise is specifically stated.
·
Local taxes. Some hotels may charge
local taxes when you stay in.
Annex
3. Specific information for other products and services
We also reserve a space on this
Platform for travel and non-travel providers that offer products and services
such as cruises, car rental, leisure activities, etc. Please note that the
purchase of these services will be set up between You and such travel providers.
FRIENDS FLIGHT does not intermediate in this transaction, but rather acts as an
information service provider consisting of the provision of content or related
search tools, according to EU directive on e-commerce.