General conditions of carriage
Last updated on 28.06.2017
These Conditions of Carriage (hereinafter – Conditions) are the only general conditions, in addition to other special conditions, that are binding upon Air Baltic Corporation AS, and are considered to be an integral part of the Air Transport Agreement.
Unless specified otherwise in the Conditions, the following references are to be hereafter understood in accordance with the definitions as specified under this Article.
“Air Transport Agreement” – the agreement between Us and the Passenger whose name and surname is specified on the Ticket and Boarding Pass, concerning the Carriage of said Passenger and the Passenger’s Baggage on an aircraft in accordance with the boarding point, final destination and travel period as specified at the time of Ticket purchase. The Air Transport Agreement consists of confirmation of Ticket booking, Conditions, special provisions, Ticket, Boarding Pass, Baggage Identification Tag, as well as other notices and coupons from Us or our Authorised Agent.
“Airline Designator Code” – the two letters in a flight number, or the three characters in a ticket number, which identify particular air Carriers.
“Authorised agent” – an agent hired by Us, who acts on Our behalf in providing Passenger service or the sale of services.
“Baggage” – articles which, according to Your choice, are carried together with You as Checked Baggage, Unchecked Baggage, or personal items which, in accordance with the special conditions, You may take with you, free of charge, on board along with Your hand luggage.
“Baggage Identification Tag” – a document which We issue solely for the identification of Checked Baggage, of which one half is attached to a piece of Your Checked Baggage and the other half is issued to the Passenger.
“Boarding Pass” – a document which, according to Your purchased Ticket, either We or Our Authorised Agent issue to the Passenger upon check-in the airport; or, which You print out or save on your mobile device after checking-in online, and which entitles You to board the aircraft.
“Booker” – the individual who makes the booking in their own name, or in the name of another Passenger, and who in their name, or in the name of another Passenger, expresses agreement to respect and comply with the commitments described in the Conditions.
“Carriage” – Carriage of Passengers and/or Baggage by air.
“Carrier” – an air Carrier other than Ourselves whose Airline Designator Code appears in Your Ticket.
“Checked Baggage” – Baggage which has been submitted to Our supervision, and for the receipt of which We or Our Authorised Agent issues a Baggage Identification Tag.
“Check-in Deadline” – the time limit specified by Us by which You must have completed check-in formalities and have received Your Boarding Pass and/or Baggage Identification Tag. Our specified Check-in Deadline should not be assumed as being, nor be in any other way associated with, the suggested time You should arrive at the airport before Your scheduled flight – this must be individually evaluated by each Passenger, taking into account their own needs, travel time, and the particulars of the selected flight or airport.
“Code-sharing” – a flight operated by one Carrier on which seats are offered by another Carrier using its own Airline Designator Code, either alone or jointly, with the former Carrier's Airline Designator Code.
“Conditions” – these conditions, special conditions, and conditions and other standards as provided by the Air Transport Agreement and/or in the Ticket, which We apply in executing air carriage of a Passenger and said Passenger’s Baggage.
“Convention” – according to its applicability and scope, any of the following specified documents:
- “The Convention for the Unification of Certain Rules for International Carriage by Air”, signed in Montreal, 28 May 1999, with all of its amendments and supplements;
- “The Convention for the Unification of Certain Rules Relating to International Carriage by Air”, signed in Warsaw, 12 October 1929, with all of its amendments and supplements, or any of its additional protocols.
“Coupon” – an Electronic Coupon which entitles the named Passenger to travel on the particular flight identified in it, and contains the following information: the Carrier’s Designator Code, flight number, flight date, airport codes for departure and arrival locations, flight time, booking number, and booking status.
“Days” – all calendar days, provided that, for the purpose of notification, the day upon which notice is dispatched is counted within the term limit; as well as, in determining the duration of validity of a Ticket, the day upon which the Ticket is issued, or on which the flight commenced, is counted.
“Infant” – a child who, at the time of travel, is at least seven days old and younger than two years old.
“Persons with Reduced Mobility” – persons whose mobility when using transport is reduced due to any physical disability (sensory or locomotory, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaption of the services made available to all passengers to their particular needs.
“Regulation” – the Regulation (EC) 261/2004 of the European Parliament establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91.
“Stopover” – a stop on Your journey of 24 hours and more, at a scheduled stopping place between the point of departure and the final destination.
“Tariff” – Our proposed rates, fees and/or other payments, as published by Us or Our Authorised Agent, which have been filed, where required, with the appropriate authorities.
“Ticket” – the document issued by Us or Our Authorised Agent in which the Passenger’s name/surname and flight route are specified, and which certifies the Air Transport Agreement and is considered an integral part thereof.
“Unchecked Baggage” – any article of Your Baggage which, according to the Conditions, is not Checked Baggage and for which You take sole custody throughout Your trip.
“We”, “Our”, “Ourselves” and “Us” – Air Baltic Corporation AS. Our title can be abbreviated and specified in the Ticket as carrier designator code BT. Our address is: Tehnikas iela 3, Lidosta „Rīga”, Mārupes novads, LV-1053, Latvia. Our tourism operator and tourism agent registration number is listed in the TATO Database of Tourism Agents and Tourism Operators.
“You”, “Your”, “Yourself” and “Passenger” – any person, except members of the crew, with whom an Air Transport Agreement has been contracted and whose name and surname are stated in the Ticket and Boarding Pass, and who is carried in an aircraft pursuant to the conditions of the Air Transport Agreement.
2.1 Our Conditions apply on those flights (or flight segments), where Our name or Airline Designator Code is specified in the Ticket’s carrier box provided for the name of the airline for that flight (or flight segment).
2.2 On shared flights, even if you hold a Ticket on which Our name or Airline Designator Code is specified as the Carrier, another Carrier may actually operate the flight, of which We or Our Authorised Agent will inform You at the time You make a booking; in addition to the Conditions, the other Carrier’s conditions of carriage may also apply, which you must be aware of before completing Your booking since they may differ from the Conditions. Such additional conditions could pertain to, for example: a requirement for repeat confirmation of booking; different baggage allowances and/or size or weight limits for Checked Baggage and hand luggage; or other conditions.
2.3 If Carriage is performed pursuant to a charter agreement, these Conditions of Carriage apply also to the charter flight as far as the Conditions of Carriage are not in conflict with the Charter agreement.
3.1 BOOKING PROCESS
3.1.1 We or Our Authorised Agent will record Your booking, and, if all necessary preconditions for making a booking have been met, We will issue You confirmation of Your booking.
3.1.2 If the Booker is not the Passenger, or if the Booker is a Passenger and also booking for other Passengers, then the Booker carries out all of the activities in the name of and on behalf of all Passengers named in the booking. During booking, a Booker booking on behalf of other Passengers accepts the Conditions of Carriage on behalf of the Passengers named in the booking, and is responsible for informing each Passenger named in the booking. We are not responsible for the interpersonal relationship between the Booker and the Passenger, nor for any resulting issues. In this case, when booking, the Booker indicates knowledge and acceptance of the Conditions of Carriage, and:
126.96.36.199 accepts the Conditions of Carriage on behalf of the Passengers named in the booking;
188.8.131.52 undertakes to provide precise information on the Passenger's choice of Carriage, other services and other needs, including and not limited to precise contact information, information for Persons with Reduced Mobility, etc.;
184.108.40.206 is responsible for communicating with Us or Our Authorised Agent, and undertakes to relay any information to all Passengers named in the booking if, during booking, the Booker has only specified their own contact information, or if there are other Passengers named in the booking whose contact information has not been specified;
220.127.116.11 certifies that the Booker has the consent of each Passenger to receive any refund, incidental expenses or compensation due and payable under the particular booking.
3.1.3 When booking, You are required to specify the full name of each Passenger included in the booking as it is specified in the Passenger’s travel documents used for the particular journey, using only Latin alphabet letters without any diacritic marks or other special signs or symbols. If, after confirmation of booking has been received, it is found that this requirement has not been met, the Conditions of Passenger name and/or family name change are applicable.
3.1.4 You specify Your corresponding and accurate contact information, so that, if necessary, We can contact You at any time (telephone number/mobile telephone number and email address).
3.1.5 We will contact You via e-mail and, occasionally, by calling or sending a text message to the mobile number specified at the time of booking to inform of flight schedule changes, flight cancellation or other changes that could impact Your flight. We are entitled to use evidence of dispatch of the text message/e-mail as proof of receipt.
3.1.6 It is Your responsibility to ensure that the specified email address is accurate, and that You have the opportunity to regularly check the inbox of the email address provided. You are responsible for the accuracy of the specified telephone numbers and area codes, and You must ensure that You can be reached through at least one of the telephone numbers specified in Your booking at all times. We are not liable for any additional costs or damages arising from Your failure to have provided contact information that complies with the above requirements.
3.2 PAYMENT PROCESS
3.2.1 We offer several payment options which You can use to purchase airline tickets. Payment types available to You depend on Your chosen Ticket vendor, Ticket type, and other conditions. Payment types available to You, and any associated booking processing expenses, if applicable, are specified during the booking process.
3.2.2 Our Tickets can be purchased during the booking process, after the Tickets have been booked, or using the partial payment service. We offer several payment options, including but not limited to: credit card payments, via an internet bank, with gift e-vouchers or certain types of discount e-vouchers, and more. In some countries, or if payment is being done shortly before the planned departure time, any one of these payment options may not be available. More detailed conditions regarding payment options can be found on Our website under “Payment options”.
3.2.4 If payment is being done with a credit card owned by a person who is not among the Passengers named in the booking, then during the booking process, the cardholder’s mobile phone number must be specified. We reserve the right to contact said person for confirmation that the owner of the credit card has agreed to covering the costs of purchasing the Tickets.
18.104.22.168 the cardholder does not agree to covering the cost of purchasing the Tickets;
22.214.171.124 We have received information from the cardholder, the cardholder's card-issuing bank and/or receiving bank, or from any other payment-processing-related company indicating that the payment is of a fraudulent nature;
126.96.36.199 the cardholder and/or any of the Passengers named in the booking is or has been associated with fraudulent transactions or unlawful activities concerning payment cards, or We have reasonable suspicion to believe so.
3.2.6 In any of the cases listed under Articles 3.2.5, We have the right to conduct internal investigations and examine other bookings linked to the cardholder and/or any of the Passengers named in the respective booking, as well as to release on demand all information related to the payment and the respective booking to the card-issuing bank and/or the investigating authorities so as to carry out the necessary investigations.
3.2.7 You must check for demands for reconfirmation from other Carriers involved in your journey. If it is demanded, You must reconfirm with the Carrier whose code appears in the Ticket for the respective flight.
3.3 AIRCRAFT TYPE
Please note that, at the time of Ticket booking or subsequently, the type of aircraft is specified for information purposes only. Due to mandatory requirements related to safety or security, or reasons beyond Our control, or operating constraints, We may change the type of aircraft without prior warning. In this case, We are entitled to operate the flight with another aircraft at Our discretion, and We are not obliged to reimburse losses and/or cancel the booking by refunding the money paid for it.
4.1 Unless noted otherwise, the fares specified during the booking process include all components specific to Your chosen route and travel dates which are mandatory and foreseeable during the booking process. If, whilst paying for the Ticket, it is specified that it does not include a certain charge, tax, fee and/or duty, We can ask You to make the respective payment even after having received confirmation of the booking. If, after purchasing the Ticket, You choose to make any flight changes, then, in addition to paying for this service, You must also pay for any differences arising due to a rise in any of the applicable taxes, duties, fees or other charges between the period of purchasing the Ticket and the making of any flight changes.
4.2 You must pay any set taxes, surcharges, fees and/or duties imposed on You by Us, governments or other authorities, or by operators of airports, and which are included in the cost of Carriage and information about which has been given during the booking process. In regards to the location where the Ticket is purchased, payments for Carriage, taxes, fees and/or duties may be payable in the currency of the country where the Ticket is issued, if We or an Authorised Agent has not specified another currency before or during payment. We are entitled to offer that the payment be made in another currency, about which You will be informed during the booking process.
4.3 Unless otherwise stated, Carriage does not include charges for ground transport service between airports and/or between airports and other locations at the final destination You have chosen.
4.4 If You change the routes or dates of travel for Carriage, the charge for Carriage may change. More detailed information can be found on Our website under “Change your travel plans”.
4.5 Upon purchasing a Ticket, We may issue a non-refundable charge for providing service, the amount of which is dependent on Ticket purchase location.
4.6 If You purchase a Ticket and pay the charge for Carriage, but decline from Carriage, You are entitled to claim a refund of the set taxes imposed by the government, governmental authority, or the airport operator. These charges are reimbursed only in such cases where the Ticket has been fully paid for, has not been used, and if the option is provided by the Tariff provisions. If the Ticket has been purchased from Our ticket offices or Our website, this service is free of charge and the applicable charges will be reimbursed in full. To apply for and receive a refund of the set taxes imposed by the government, governmental authority, or the airport operator, You must go to the place of Ticket purchase and present the receipt of payment for purchase of the Ticket. More detailed information can be found on Our website under “Change your travel plans”.
5.1 GENERAL PROVISIONS
5.1.1 A Ticket is an electronically issued document that has an assigned number consisting of 13 (thirteen) digits, and which contains information on Your chosen flight or flights, their sequential use, and other regulations.
5.1.2 The Ticket constitutes conclusive evidence of the Contract of Carriage between Us and the Passenger named in the Ticket. We will provide Carriage only to the Passenger named in the Ticket, and therefore, upon Our demand, the Passenger must present an identity document.
5.1.3 We offer several types of Tickets. A more detailed description of Ticket types can be found on Our website under “Ticket types”.
5.1.4 Certain types of Tickets, as well as Tickets sold during sales or special-offer periods for particular prices, may be partially and/or totally non-changeable and/or non-refundable according to the information specified in the particular conditions. When booking a Ticket, it is Your responsibility to be aware of Ticket type conditions. If necessary, You can purchase the appropriate insurance to cover the risks associated with travel changes.
5.2 TICKET VALIDITY PERIOD
5.2.1 A completely unused Ticket, which has not been modified, is valid for one year from the date of the Ticket’s issue. If the Ticket has been partially used, it is valid for one year from the specified date of the first flight.
5.2.2 If due to Ticket modifications, a new Ticket is issued with a new ticket number but retaining the original service class (economic or business class), this Ticket will retain the original Ticket validity period.
5.3 TICKET MODIFICATIONS IN THE EVENT OF DEATH OF A PASSENGER
In the event of death of a Passenger, or the death of a member of the Passenger’s immediate family, We observe the following procedure.
5.3.1 BEFORE THE START OF THE JOURNEY
In the event of the death of a Passenger, or the death of a member of the Passenger’s immediate family occurring prior to departure from the journey’s starting point, We offer a full refund of the sum paid for the Ticket and all flights included therein, for all immediate family members of the deceased travelling on a joint booking.
5.3.2 AFTER HAVING STARTED THE JOURNEY
188.8.131.52 In the event of the death of a Passenger occurring after the Passenger has started any of the flights included in the journey, We offer a full refund of the sum paid for the Ticket and all unused flights and extra services included therein, to all Passengers within a joint booking.
184.108.40.206 In the event of the death of a Passenger, then the other Passengers who were jointly booked with the dead Passenger, including Passengers travelling in a group, are entitled to either terminate their journey and receive a full refund of the sum paid for the Ticket and all unused flights therein, or interrupt their journey and change the unused flights to an earlier or later date. If the Passengers choose to interrupt their journey by changing the unused flights to a later date, then the new flight date can be set to such a time as to accommodate all formalities dealing with the Passenger’s death, including the settling of religious rites, that is no longer than forty-five (45) days from the date that the journey was interrupted.
220.127.116.11 In the event of the death of a Passenger’s immediate family member, the respective Passenger is entitled to either terminate the journey and receive a full refund of the sum paid for the Ticket and all unused flights therein, or to interrupt the journey and return to the journey’s starting point as indicated in the Ticket. If the Passenger wishes to interrupt the journey and return to the journey’s starting point, then we will attempt to schedule the return flight as soon as possible, or as soon as the Passenger has, at the location where the journey was interrupted, fulfilled all formalities dealing with the family member’s death, including the settling of religious rites, for a period that is no longer than forty-five (45) days from the date that the journey was interrupted. If the Passenger’s journey still has an unused Coupon, the Passenger is entitled to choose to interrupt the journey and return to the journey’s starting point as indicated in the Ticket; in this case, the Passenger is transported in the manner indicated in the unused Coupon.
5.3.3 In order to take advantage of any of the entitlements listed under Article 5.3, You must present Us with the dead individual’s death certificate and a valid document indicating Your relationship to the deceased. If, at the time of making changes to Your flight, You are unable to present Us with the death certificate of the deceased, We are entitled to require You to pay for any flight changes and/or a new Ticket; however, we will ensure a full refund of the sum paid for any flight changes and/or a new Ticket upon presenting Us a with the death certificate of the deceased.
5.3.4 We recognize persons as a Passenger’s immediate family members as specified in IATA resolution 735c.
5.4 SEQUENCE AND USE OF COUPONS CONTAINED IN THE TICKET
5.4.1 The Ticket You have purchased is valid only for the transportation as shown in the Ticket, from the point of departure via any Agreed Stopping Places to the final destination. All of the Ticket’s Coupons must be used in full and in the sequence specified in the Ticket. If the Coupon sequence is not followed as specified in the Ticket, the Ticket can be invalidated.
5.4.2 If the Coupon sequence as specified in the Ticket is not followed, or if other provisions regarding their use are not followed (for example, if You do not show up for one of the flights indicated in the Ticket), We or the Carrier operating the flight is entitled to cancel any or all of the unused flights contained in your Ticket, including Your return flight.
5.4.3 Should You wish to change any aspect of Your flights, and Your Ticket’s Tariff permits it, You must contact Us in advance. We will calculate the charge for Your new flights and You will be given the option of accepting Our offered changes and their conditions, or maintaining the original Carriage as specified in the Ticket.
5.4.4 Every flight Coupon in Your Ticket is accepted for carriage in the respective class of service on the date and flight for which space has been booked.
6.1 You must complete check-in and Baggage check-in by the Check-in Deadline. By completing the check-in process, We mean that You have received Your Boarding Pass and/or Baggage Identification Tag for Your flight.
6.2 Depending on Your departure location, We offer several ways to check-in for Your flight, as specified in our website under “Check-in”. If You wish to use another check-in option other than Airport check-in, and You want to transport Checked Baggage, You must complete Checked Baggage drop-off at the airport’s dedicated Baggage drop-off desk.
6.3 Check-In Deadlines vary from one airport to another, which is why You must make Yourself aware of them and comply with them. The deadline for Baggage drop-off corresponds to the Check-in Deadline. Check-in Deadlines for Our flights can be found on Our website under “Check-in deadlines” and “Airport check-in”, or may be obtained from Us or Our Authorised Agent. If Your journey includes several flights, You must be aware of and follow the Check-in Deadlines for each respective flight because they may differ.
6.4 For Check-in at the airport, a charge may be applied for this service. More detailed information can be found on Our website under “Airport check-in fee”.
6.5 If You do not complete the check-in process by the Check-in Deadline, We may cancel Your booking and refuse Carriage.
6.6 You must be present at the boarding gate at the time specified by Us or Our Authorised Agent when You checked-in, and no later than specified in Your Boarding Pass. Please keep in mind that the boarding gate and boarding time are subject to change, and it is Your responsibility to follow along with information being announced at the airport. If You fail to arrive at the boarding gate, or arrive after the time specified in Your Boarding Pass or according to the information announced in the airport, We may cancel Your booking or deny Carriage.
6.7 We will not be liable to You for any loss or expense incurred due to Your failure to comply with the provisions listed under this Article, unless We are at fault for said noncompliance.
7.1 We are entitled to refuse Carriage of You or Your Baggage if one or more of the following cases have occurred or We reasonably believe may occur:
7.1.1 the Passenger has behaved inappropriately according to either generally accepted behavioural norms or the Conditions during a previous flight, and We have reason to believe that such conduct may be repeated. In this case, the Passenger is entitled to a refund of the Ticket price in full;
7.1.2 the Passenger fails to arrive at the prescribed boarding gate at the prescribed time as specified by Us or Our Authorised Agent during check-in, or as indicated in Your Boarding Pass, or according to the information announced in the airport;
7.1.3 refusal of Carriage of You or Your Baggage is necessary in order to ensure compliance of: the prescribed demands listed in the normative acts, conditions, and/or orders; and/or the guidelines or passed resolutions of public authorities; and in the Conditions or other special conditions set by Us;
7.1.4 the Carriage of You or Your Baggage may: endanger the safety and health of other Passengers and/or crew; significantly affect the comfort of other Passengers and/or crew; cause damage to Our or any third party’s property;
7.1.5 the Passenger uses offensive words, behaves offensively or insultingly, endangers order, threatens Our ground staff or a member of the crew of the aircraft or other Passengers, interferes with ground staff or aircraft crew in carrying out their duties, or disturbs public order;
7.1.6 the Passenger’s mental or physical state, including impairment from alcohol or drugs, presents a hazard or risk to the Passenger, other Passengers, the crew, or to Our or any third party’s property;
7.1.7 the Passenger has refused to submit to a security check in the airport, or commits a criminal offense during the check-in or boarding processes or while on board the aircraft;
7.1.8 the Passenger has not paid the full charge of the Ticket as prescribed by Us or Our Authorised Agent, including taxes, duties or fees, and any charges for extra services selected by the Passenger;
7.1.9. during check-in and/or boarding, the Passenger fails to present a valid Ticket for that flight;
7.1.10 any of the following cases regarding the Passenger’s travel documents apply
18.104.22.168 during check-in and/or boarding, the Passenger does not have, or cannot present valid travel documents as required to enter the country that is the Passenger’s chosen point of transit or final destination;
22.214.171.124 We have reason to believe that the Passenger will be denied entry to the country that is the Passenger’s chosen point of transit or final destination;
126.96.36.199 the immigration authority of either the Passenger’s chosen country of entry or transit country has given Us written or oral information on it having taken the decision, or that it may take the decision, to deny the Passenger entry into the respective country, regardless if the Passenger has or seems to have valid travel documents;
7.1.11 during check-in or boarding, the Passenger presents a Ticket that has been acquired unlawfully or is a counterfeit, or if We have or may have reasonable suspicion to believe the above case, or if the Passenger cannot give proof of being the Passenger named in the Ticket;
7.1.12 the Passenger fails to comply with the demands listed in the Conditions and/or listed at the moment of Ticket purchase concerning Coupon sequence and use;
7.1.13 the Passenger fails to observe Our safety and security regulations, including and not limited to smoking, consumption of alcoholic drinks, and electronic-device-use restrictions as prescribed under Article 11.
7.2 If the Passenger is refused Carriage for any of the reasons listed under Articles 7.1.2 – 7.1.13 of these Conditions, then We are entitled to refuse the issue of a refund for the paid Ticket and/or compensation for other expenditures and/or losses incurred.
7.3 In any of the cases listed under Article 7.1 of these Conditions, it is the responsibility of the Passenger to cover all costs and/or losses incurred due to the Passenger’s behaviour having resulted in the Passenger being refused Carriage.
7.4 If we have issued the Passenger a Ticket in the name of and on behalf of another Carrier (for example, in accordance with Interline, Codeshare, or charter contracts), and in the event that the Carrier operating the flight has refused Carriage of the Passenger for some reason, We are not liable for this action by the Carrier.
8.1 CARRIAGE OF PASSENGERS WITH REDUCED MOBILITY
8.1.1 Subject to prior arrangement with Us, We accept for Carriage Persons with Reduced Mobility. It is the responsibility of these Passengers to inform Us at the time of Ticket purchase or in a timely manner, but no later than 48 hours before the scheduled flight, of their ability to receive the appropriate services and the need for special assistance by using the information provided in Our website’s “Contact us” section. If the above responsibility to inform Us has not been met, the Carriage of Persons with Reduced Mobility may be refused.
8.1.2 We undertake to provide Persons with Reduced Mobility using Our services, the services in accordance with Regulation (EC) No. 1107/2006 of the European Parliament and of the Council concerning the rights of disabled persons and persons with reduced mobility when traveling by air. We will not refuse Carriage of Passengers who have, at the time of Ticket purchase, or in a timely manner before the scheduled flight, advised Us of the need for special assistance, and whose Carriage We have confirmed, only on the basis of their special needs. The Passenger is responsible for the accuracy of the information provided to Us during booking, including, and not limited to, information about the Passenger’s health, necessary assistance, and wheelchair specifications (size, weight, type of battery, etc.). If, before the flight, We ascertain that any information provided during booking is false, we may refuse Carriage of the Passenger. More detailed information regarding the Carriage of Persons with Reduced Mobility is available in the following Articles of these Conditions, as well as on Our website under the section “Special assistance”.
8.1.3 We will confirm Carriage of Persons with Reduced Mobility only after an agreement has been made concerning the measures to be taken to ensure Carriage. If You have not informed Us of the need for special assistance as provided under Article 8.1.1. of these Conditions, We will, nevertheless, try to ensure Your Carriage. The above mentioned does in no way limit Our entitlement to refuse Your Carriage under Articles 8.1.1. and 8.1.2 of these Conditions.
8.1.4 If You are a Passenger with Reduced Mobility, We may request that You travel with an attendant if, in Our opinion, it is essential for reasons of safety, or if You cannot independently evacuate the aircraft, or if You are unable to understand safety instructions.
8.1.5 If You are a Passenger with Reduced Mobility, We are entitled to ask You to arrive at the airport in sufficient time to be able to complete all formalities.
8.1.6 Before You make the flight, You must be confident that You are medically fit to fly and that Your state of health permits You to use Our services. If You know, or have any reason to suspect, that Your state of health does not permit You to make the flight and to use Our services, or that Your state of health might be exacerbated during the use of Our services or during the normal operation of an aircraft (for example, but not limited to, because during the flight You will or might need special medical assistance that is not or may not be available before the flight has ended), You should not use Our offered services nor make the flight. If You have, or develop, any doubt whatsoever about whether Your state of health permits You to use Our services and make the flight, You are obliged to consult a physician before making the flight. If You have been diagnosed as having complications concerning Your state of health, but according to an official physician’s statement You are permitted to make the flight, providing that certain precautions are followed, including and not limited to the use of certain medications, You are obliged to take all necessary actions to ensure that these provisions are complied with before/after or during the flight.
8.1.7 By giving your consent to these Conditions, You are also bound to the conditions published on Our website under the section “Special assistance”.
8.2 CHILDREN AND INFANTS
8.2.1 An Infant can travel only when accompanied by an adult; an adult must be at least 16 years old to accompany an Infant. One adult can accompany only one Infant. When booking an Infant Ticket, assume that the Infant will not have a separate seat.
8.2.2 Children under 12 years of age can only travel when accompanied by an adult at least 16 years of age, or when using the “Unaccompanied Minor Service” if the child has reached the age of 5. Online, You can only purchase a Ticket for a child who is travelling with a companion.
8.2.3 By giving Your consent to these Conditions, You are also bound to the conditions of the “Unaccompanied Minor Service”.
8.3 TRAVELLING DURING PREGNANCY
If travelling during pregnancy, please consult a physician before purchasing a Ticket. To ensure the safety and health of You and Your future baby, special conditions are in force on airBaltic flights, which can be found on Our website under the section "Travelling during pregnancy".
If You have chosen to fly using Our services, and if You follow these Conditions and normative acts as provided, We will also carry Your personal belongings, Unchecked Baggage (or hand luggage), Checked Baggage, and other special baggage or animals.
9.1 PERSONAL ITEMS AND UNCHECKED BAGGAGE
9.1.1 We have provided the permissible dimensions, weight and number of pieces of Unchecked Baggage (or hand luggage) that We will carry, free of charge, according to the type of Ticket You have purchased. More detailed information is available on Our website under the section “Hand Luggage”. These conditions may differ if the flight is operated by another Carrier. More detailed information is available on Our website under the section “Baggage on flights not operated by airBaltic”.
9.1.2 In addition to Unchecked Baggage, You may carry on board, for example, such small personal items as: a handbag, a laptop or camera that can be inserted into an appropriate bag, items purchased in the duty-free zone and placed in the issued shopping bag, an umbrella.
9.1.3 Unchecked Baggage and personal items must comply with Our specified weights and dimensions for Unchecked Baggage so that they can be placed under the seat in front of You or in the enclosed Baggage compartment above the seats. If Your Baggage and/or personal items cannot be stored in the provided places, or if their weight and/or dimensions exceed those permitted, or if, for any reason, at Our discretion, they are not considered to be safe and/or suitable for carriage in the aircraft’s cabin, then We are entitled to determine that Your Unchecked Baggage must be carried as Checked Baggage, and to request payment for the Carriage of Checked Baggage.
9.2 CHECKED BAGGAGE
9.2.1 We provide Carriage of Your Checked Baggage for either an additional fee or free of charge, according to the type of Ticket You have purchased. According to the type of Ticket You have purchased, You may carry a certain number of pieces of Checked Baggage, subject to the maximum weight and dimensions for one piece of Checked Baggage. More detailed information about the Carriage of Checked Baggage and any additional fees is available on Our website under the section “Checked Baggage”.
9.2.2 Upon accepting and checking Your Checked Baggage, We or Our Authorised Agent issues a Baggage Identification Tag, bearing Your name and other information about Your flight, for each piece of Checked Baggage.
9.2.3 Your Checked Baggage will be carried by the same aircraft with which You are travelling unless, for safety or operational reasons, We make the decision to carry it on another flight. If Your Checked Baggage is carried on another flight, in accordance with the applicable normative acts of individual countries, You may be required to participate in the customs inspection and/or pay customs duties.
9.2.4 Collection and delivery of Checked Baggage:
188.8.131.52 subject to Article 9.2.3, You must collect Your Checked Baggage at Your destination or Stopover as soon as possible. If Your Checked Baggage is not claimed within three (3) months of the time it is made available, We may destroy it without assuming any liability;
184.108.40.206 only the bearer of the Baggage Identification Tag, and/or the person You have designated verbally and/or in writing as a contact person, is entitled to collect Your Checked Baggage;
220.127.116.11 if the Baggage Identification Tag has fallen off and/or the Baggage cannot be identified by the Baggage Identification Tag, We will deliver and issue Your Checked Baggage to the named person only if the named person can prove His or Her right to the Baggage.
9.2.5 If You have placed in Checked Baggage items that are fragile and breakable, such as glasses, glass bottles (including alcohol or perfume bottles), dishes, foodstuffs, perishable items, or items of special value, such as money, keys, medicines, art or religious items, securities or other valuables, business documents or samples, passports and other identification documents, jewellery, precious metals, watches, musical instruments, computers, cameras, video cameras, mobile phones or other electronic/electrical devices and their accessories, or items listed under Article 9.5.1, We do not assume liability for their loss and/or damage and/or other losses.
9.3 SPECIAL BAGGAGE
9.3.1 We also provide Carriage of sports equipment, prams, wheelchairs and other special baggage if You have observed the respective allowances for Baggage type in terms of maximum size, weight and number of units or other restrictions. According to the Ticket type You have purchased, You may have to pay additional fees for the Carriage of special baggage. More detailed requirements regarding special baggage is available on Our website under the section "Baggage".
9.3.2 You must always inform Us beforehand about the Carriage of special baggage.
9.3.3 Objects not suitable for Carriage in the cargo compartment (for example, delicate musical instruments), and which do not meet the requirements listed under Article 9.1.3., will only be accepted for Carriage in the cabin compartment if You have given Us notice in advance and permission has been granted by Us. We may request additional payment for this service. More detailed information is available on Our website under the section "Baggage".
9.3.4 Firearms and ammunition for hunting and sporting purposes must be carried as special baggage, they are not allowed to be carried in the aircraft cabin, and You must get Our permission before checking in for the flight. A handling fee may be charged for accepting firearms and ammunition, the amount of which can be ascertained by contacting Us. Firearms carried as Checked Baggage must be unloaded, have the safety catch on, and be suitably packed. You must have in Your possession all documents required for the carriage of firearms and ammunition, otherwise their carriage may be denied. The carriage of firearms and ammunition is covered by the Commission Regulation (EU) No. 965/2012 of 5 October 2012, which lays down technical requirements and administrative procedures related to air operations pursuant to Regulation (EC) No. 216/2008 of the European Parliament and of the Council, the International Civil Aviation Organization – ICAO, and the International Air Transport Association – IATA regulations accordingly listed under Article 18.104.22.168. We may, at Our discretion, accept as special baggage such weapons as antique firearms, swords, knives and similar items, for the carriage of which You have received Our written consent and the consent of the responsible authorities, however, they are not allowed to be carried into the cabin of the aircraft without having received prior authorisation from Us.
9.4.1 Depending on the size and weight of the animal, We provide carriage of animals either in the aircraft’s cabin as Unchecked Baggage, or in the aircraft’s cargo hold as Checked Baggage. More detailed information is available on Our website under the section “Travelling with pets”.
9.4.2 If You wish to carry animals, You must ensure that the animals (for example, dogs, cats, household birds and other pets), are properly crated in containers suitable for transport, and that they have valid health and vaccination certificates, entry permits, and other documents required by countries of entry or transit. Otherwise, they will not be accepted for Carriage.
9.4.3 If the animal is carried as special baggage together with its container and food, it is not included in the free Baggage allowance, but is considered as special baggage, for which separate payment must be made.
9.4.4 In accordance with Our Conditions, guide dogs that accompany Passengers with Reduced Mobility, together with their crates and food, are carried free of charge, in addition to the Baggage allowance included in the Ticket price.
9.4.5 We are not liable for injury to, loss of, sickness or death of an animal which We have agreed to carry, unless We have been grossly negligent or at fault.
9.4.6 We are not liable if any of the animals do not have the necessary exit and entry licenses, and health and other documents required for the animal's entry or passage through any country or territory. The person carrying the animal must reimburse Us for any fines, costs or losses incurred as a result of failure to comply with the above.
9.5 ITEMS UNACCEPTABLE AS BAGGAGE
9.5.1 It is not permitted to carry within either Unchecked or Checked Baggage the items specified in Commission Implementing Regulation (EU) 2015/1998 of 5 November 2015, prescribing detailed measures for the implementation of the common basic standards on aviation security, as well as on Our website under the section “Baggage restrictions”, including;
22.214.171.124 items which could endanger the aircraft or persons or property on board the aircraft, and which are specified in the International Civil Aviation Organization’s Technical Instructions for the Safe Transport of Dangerous Goods by Air, and the International Air Transport Association’s Dangerous Goods Regulations, and on Our website under the section “Baggage restrictions” (more information is available on request);
126.96.36.199 items that are prohibited from carriage under existing normative acts, conditions, and the executive orders of the public authorities of the country to be flown to or from;
188.8.131.52 animals, except as provided for under Article 9.4;
184.108.40.206 items which We reasonably consider to be unsuitable for Carriage due to their dangerousness, unsafeness, weight, size, shape or character, or which are fragile or volatile, and the transportation of which must take into account the type of aircraft being used. Information about items unacceptable for Carriage is available upon request;
220.127.116.11 firearms and ammunition other than those intended for hunting or sport, except as provided for under Article 9.3.4.
9.6 RIGHT OF SEARCH
9.6.1 For security reasons, We may request that You permit a search and scan of Your person, and a search, scan or x-ray of Your Baggage. These activities can also be done under the competence of airport security staff or other competent persons. If You cannot be contacted, Your Baggage may be searched in Your absence for the purpose of determining whether Your Baggage contains any of the items which, in accordance with the Conditions or existing normative acts, are not permitted to be carried, or any items for which You have not received prior consent for Carriage from Us, notwithstanding that, as provided in these Conditions or normative acts, it is Your responsibility to do so.
9.6.2 If You refuse to comply with this request, We may deny carriage of You and/or Your Baggage. In the event that such search or scan causes damage to You, or an x-ray or scan causes damage to Your Baggage, We are not be liable for such damage unless it occurred due to Our fault or gross negligence. If, due to these searches, or due to Your having refused to undergo any of these searches, You have missed a flight, We accept no liability for any resultant losses.
9.7 RIGHT TO REFUSE CARRIAGE OF BAGGAGE
9.7.1 We can refuse to carry as Baggage any item reasonably considered by Us to be unsuitable for Carriage because of its size, shape, weight, content, character, or for safety or operational reasons, or for the comfort of other Passengers.
9.7.2 We can refuse to accept Baggage for Carriage if it is not packed in suitable containers.
9.7.3 We can refuse to carry any Unchecked Baggage in excess of limits regarding dimensions, weight, and/or configuration, and/or which does not comply with the Baggage transportation instructions as specified on Our website under the section “Baggage”, or which is not in accordance with the information that You gave Us regarding the parameters and characteristics of Your special baggage.
9.7.4 We can refuse to carry any piece of Your Baggage if You have refused to submit to the safety checks listed in the Conditions.
9.7.5 We can refuse to provide Carriage and/or carry Your Baggage if You have not made full payment for the Carriage of Baggage.
We can refund the value of Tickets or portions thereof if You have, on Your own initiative, submitted to Us a petition for refunding the value of a Ticket or portion thereof, and it is in accordance with the Conditions, or if it is necessary to refund the value of a Ticket or portion thereof due to flight changes made by Us or for other reasons beyond Your control. The following Conditions apply to the refunding of the value of a Ticket or portion thereof, as requested on Your own initiative; in other cases, Article 13 and/or the provisions of the Regulation are applicable.
10.1 Subject to the existing conditions regarding Ticket type, We will refund the value of a Ticket or portion thereof.
10.2 A request for and/or the receiving of a refund for the value of a Ticket or portion thereof can be done by: the person named in the Ticket; or by the person who has paid for the Ticket, in which case, at Our discretion, We may decide that it is necessary for this person to submit to Us information supporting the respective facts, as well as written approval from the person named in the Ticket.
10.3 Refunds of the value of a Ticket or portion thereof can be made only by the Carrier who originally issued the Ticket, or by this Carrier’s Authorised Agent.
10.4 We do not refund the value of a Ticket or portion thereof in the following cases:
10.4.1 if the request for receiving a refund for the value of a Ticket or portion thereof is submitted after expiry of the Ticket's validity date; or
10.4.2 if it is not in accordance with the conditions regarding Ticket type; or
10.4.3 if You have not complied with the conditions regarding Ticket use and especially the conditions regarding sequential use of Coupons;
10.4.4 if You have not canceled the booking before the scheduled flight.
10.5 The refunding of the value of a Ticket or portion thereof is subject to the existing normative acts or orders of the country in which the Ticket was purchased and/or in which the refunding of the value of the Ticket or portion thereof takes place. Taking into account the previous statement, the refunding of the value of a Ticket or portion thereof is usually done in the same manner and the same currency in which the Ticket was paid for, but at Our discretion, and/or by mutual agreement, the refunding of the value of the Ticket or portion thereof may be made in another manner and/or currency.
10.6 In refunding the value of the Ticket or portion thereof, due to currency fluctuations, the amount that We refund You may vary from the amount that was paid for purchasing the Ticket or portion thereof. In these cases, We do not accept liability for differences in the amounts, and You are not entitled to request Us to pay the difference.
10.7 If, in accordance with the conditions relevant to Ticket type, it is impossible to refund the value of the Ticket or portion thereof, and in the case that the Ticket or portion thereof has not been used and the conditions relevant to Ticket use have not been breached, We may refund You the taxes that have been paid for the unused Ticket or portion thereof. In this case, We refund the taxes for tickets with a valid expiration date only, and only those taxes that We do not have to transfer on to state authorities in the case of an unused Ticket or portion thereof.
11.1 If We have reason to believe that Your conduct endangers the aircraft or any person or property on board, or obstructs the crew in the performance of their duties, or fails to comply with any instructions of the crew, including, but not limited to, those with respect to smoking, alcohol or drug consumption, or causes discomfort, damage or injury to other Passengers, property or the crew, We may, at Our discretion, take the necessary actions, including restraint, to prevent such conduct. You may be refused Carriage at any time, both on current and future flights, and You may be sued for damages caused or be prosecuted for offenses committed on board the aircraft.
11.2 For safety reasons, We may forbid or limit aboard the aircraft the operation of electronic equipment, including, but not limited to, mobile phones, laptop computers, tablets, electronic games, transmitting devices, radio-controlled toys and walkie-talkies. The operation of hearing aids and cardiac pacemakers is permitted. If You use a mobile phone or other device in signal transmission mode during the flight, You will have to pay Us a penalty of EUR 100, and You may be refused Carriage on forthcoming flights.
11.3 You may not photograph or film Our employees as they perform their duties, nor post the resulting material on social networks or in other public spaces without the permission of Our respective employees and a written approval from the Corporate Communications Department of airBaltic. Likewise, You may not photograph or film Our employees during their operation of aircraft equipment, nor post the resulting material on social networks or in other public spaces. Any disclosure of such information is considered a threat to the security of civil aviation and may be subject to judicial proceedings in accordance with the existing normative acts in force in Latvia. If You fail to comply with the provisions of this article, We have the right to take legal action against You and You may be refused Carriage on subsequent flights.
11.4 Smoking, including of electronic cigarettes, is prohibited in aircraft owned by Us or in Our possession. If You smoke while on board Our aircraft, You shall pay Us a penalty of EUR 100, and You may be refused Carriage on subsequent flights.
11.5 Usage of alcohol on Our aircraft is forbidden, unless the alcohol is bought from Us during the flight, as evidenced by a sales receipt. If You violate this condition and use alcohol belonging to You or someone else which has not been bought from Us during the flight (hereinafter in this Article – engaging in the prohibited use of alcohol), We are entitled to ask You to cease engaging in the prohibited use of alcohol and, if You ignore our reprimand and continue engaging in the prohibited use of alcohol, to take away the respective container of alcohol for the duration of the flight in order to prevent you from engaging in the prohibited use of alcohol. At the end of the flight, You are entitled to have the container of alcohol returned to You. If the alcohol’s packaging is such that it cannot be closed so as to prevent the alcohol from spilling during the aircraft’s takeoff and landing, as well as during the flight, then We are entitled to pour out the alcohol, without taking on any liability and without reimbursing any losses incurred thereby. If You engage in the prohibited use of alcohol while on Our aircraft, You shall pay Us a penalty of EUR 100, and You may be refused Carriage on subsequent flights.
11.6 Throughout the duration of the flight, We advise that You stay in Your seat and buckle the seatbelt, especially at those times when the “Buckle your seatbelt” sign is on.
12.1 If, at the time of purchasing Your Ticket, or subsequently, You also purchase any of Our offered additional services and/or the hereafter referenced additional services, You are also bound to the conditions of use for these additional services:
- “Fast Track, Priority check-in & Bag drop at Riga Airport”;
- “Inflight meals”;
- “On-Time Arrival Guarantee”;
- “Change your travel plans”;
- “Advance seat reservation”. Preferred seat booking is available before the flight. We will try to meet Your request regarding preferred seating, however, We reserve the right to, at any time, give or allocate You another seat, even after You have boarded the aircraft. This may be necessary for operational or safety reasons;
- “Extra seat”. Preferred extra seat booking is available before the flight. We will try to meet Your request regarding preferred extra seating, however, We reserve the right to, at any time, decline Your allocation of an extra seat, even after You have boarded the aircraft. This may be necessary for operational or safety reasons;
- “Freeze My Price”;
- “Travel insurance”;
- “Partial payments”;
- and others.
12.2 Payment for purchased additional services, including but not limited to those listed under Article 12.1, that are not used, or are not used in the event of voluntary Ticket cancellation, is not refundable, except if otherwise specified in the Conditions.
12.3 If We make arrangements for You with any third party to provide any services other than Carriage, and if We issue You a Ticket or voucher for these services, such as hotel bookings and/or car rental, and these services are not part of a package tour, then We act only as Your agent. In such cases, the terms and conditions of the service provider – the third party – apply. We are not liable for the provision of these services, nor for any acts or omissions in the provision of such additional services, or for failure to provide such additional services, with the exception of liability on Our part for negligence in entering into agreement for said services.
12.4 We will try to comply with Your reasonable requests for service during the flight, including the provision of certain drinks, meals, seats, and so forth. However, We will not assume liability for failure to provide a respective service, even if it has been confirmed at booking, if the failure to provide the service is related to mandatory operational or safety requirements, or to circumstances that are beyond Our control.
13.1 Before booking, We or Our Authorised Agent will notify You of the scheduled flight time on the specific date, and this time is also specified in the Ticket. The flight time, as specified on the flight timetable and/or in Your ticket, can change from the time it was published to the actual date on which the flight is to be made; the flight may be delayed, it may be canceled. If You provide Us with precise contact information during booking, We will notify You of changes in flight times, flight delays or cancellations, and will offer You to make use of the entitlements resultant from the normative acts and/or the Ticket type conditions. Please note that information on unscheduled flight changes is also specified on the notice screen at the airport.
13.2 If Your chosen flight, for which You hold a confirmed booking and a purchased Ticket, experiences a change in time, is delayed or canceled, or, in cases of denied boarding or downgrading of service class, We act according to the demands of the Regulation. Information on the Regulation is available on Our website.
13.3 We take all possible measures to avoid changes in flight times, flight delays or cancellations. Therefore, in cases when We are taking the necessary actions, We, among other things, are entitled to complete the flight to Your chosen destination with another aircraft and/or to entrust the operation of the flight to another Carrier if thereby, in Our opinion, it will be possible to avoid changes in flight times and flight delays or cancellations, and/or to decrease the flight delay time.
14.1 You are responsible for the timely acquisition of all of Your required travel documents and/or visas, and for complying with all effective normative acts, laws, orders, or conditions prescribed in other documents (hereafter in this article – Normative Acts) of the countries to be flown from, into or through which You transit.
14.2 We shall not be liable for the consequences You may experience resulting from failure to obtain travel documents and/or visas, or from failure to comply with the specific conditions stipulated in the Normative Acts. Please note that neither We nor Our Authorised Agent provides official information about the specific conditions prescribed in the Normative Acts, especially those dealing with required travel documents and/or visas and/or the procedure for obtaining them, for the countries You are to be flown from, into or through which You transit. Therefore, We are not liable for any spoken and/or written information and/or assistance given by Our Authorised Agent or employees to You in connection with obtaining travel documents and/or visas or with complying with the specific conditions prescribed in the Normative Acts.
14.3 Prior to travel, You must present all exit, entry, health and other documents required by conditions provided in the effective Normative Acts of the countries concerned. If necessary, We are entitled to take copies of Your travel documents so as to, with the intervention of the competent authorities, verify their validity and/or compliance to the conditions prescribed in the Normative Acts. We are entitled to refuse You Carriage if You have not complied with these requirements, or if Your travel documents are not valid or are not otherwise in accordance with said requirements.
14.4 If You are denied entry into any country, or if You have not complied with the demands contained in the Normative Acts, thereby resulting in a penalty assessed against Us for carrying You without the required travel documents and visa, then You are obliged, at Our request, to reimburse Us the penalties and/or other charges imposed in the respective country, as well as to cover the costs related to Your carriage from that country back to the point of departure. The value of the Ticket is not refunded in this case. To cover this expenditure, We may use the value of any unused Carriage on Your Ticket, or any of Your funds in Our possession. If You have not made the said payment per Our request and by Our specified deadline, We are entitled to request the respective payments from the person who has made payment for Your Ticket.
14.5 If required by the responsible authorities and/or officials, You are obliged to take part in inspections of You and/or Your Baggage, including a security inspection, as carried out by customs or other competent governmental authorities, the responsible airport employees, or Our or another Carrier’s employees. We are not liable for any loss or damage suffered by You in the course of such inspections, or because You do not agree to comply with the requirements of the responsible authorities and/or officials. If You refuse to take part in such inspections, You may be denied Carriage. In this case, the Ticket value is not refunded.
15.1 GENERAL CONDITIONS
15.1.1 Our liability, and the liability of any Carrier operating Your chosen flight, is determined by the Carrier's conditions of carriage with which You have been familiarised with during the booking process. If We issue a Ticket for a flight operated by another Carrier, We do so only as an agent for this Carrier, and We carry no liability for the operation of the flight specified in the Ticket.
15.1.2 Unless provided otherwise in these Conditions, the Carriage referred to hereunder (even where such Carriage is not international Carriage) is subject to the following normative acts regulating Passengers’ rights and obligations:
- “The Convention for the Unification of Certain Rules Relating to International Carriage by Air”, signed at Warsaw, 12 October 1929;
- “The Convention for the Unification of Certain Rules for International Carriage by Air” signed in Montreal, 28 May 1999;
- Council Regulation (EC) No. 2027/97 of 9 October 1997 on air carrier liability in respect of the carriage of passengers and their baggage by air;
- Regulation (EC) No. 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No. 295/91;
- Regulation (EC) No. 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air;
- and others.
15.1.3 If We prove that the losses have been caused by, or have been contributed to, by negligence or prohibited actions, or the lack of action, on Your part or on the part of the person whose rights You have assumed, then We will be wholly or partially exempt from liability to You, to the extent of losses caused by or contributed to by said negligence, prohibited actions, or lack of action.
15.1.4 We do not assume liability for losses caused by You or Your Baggage, unless it is Our fault or due to Our gross negligence. You are liable for any losses to other persons or other persons’ property (including Us or Our property) caused by You or Your Baggage.
15.1.5 We are liable only for losses or other damages incurred during Carriage on flights operated by Us.
15.1.6 We are not liable for any losses or other damages occurring to You due to Our compliance with the existing normative acts and appropriate procedures, or from Your failure to comply with the same.
15.1.7 In order to prove the expenses incurred and/or the extent of damage, Your responsibility is to supply the documents that We request within the specified period of time, including documents supporting Your expenses if claiming their reimbursement (for example, a sales receipt for Your purchase showing the date, transcript of purchase, and price of purchase). Otherwise, our liability may be limited to the extent of proven amount of losses incurred.
15.1.9 These conditions, limits of liability, and exceptions apply to Our staff, crew, and Authorised Agent to the same extent as they apply to Us. The total amount recoverable from Us or said persons may not exceed the upper limit of Our own liability pursuant to these Conditions or the normative acts listed under Article 15.1.2.
15.1.10 None of the provisions contained in these Conditions revoke any due liability of Ours as specified under Article 15.1.2 or any other normative acts, including any of the provided exceptions or limitations, unless expressly prescribed otherwise.
15.2 BAGGAGE LIABILITY
15.2.1 If Your Baggage is delayed or damaged, including loss of individual articles from Checked Baggage or the loss of all Baggage, You are obliged to immediately inform Us of the fact in writing: if Checked Baggage has been damaged, then no later than seven (7) days from the time You received the Checked Baggage; if Checked Baggage is delayed, then no later than 21 (twenty-one) days from the time you received the Checked Baggage.
15.2.2 We are not liable for losses incurred by You in such circumstances or to the extent that the cause of losses is an inherent defect, quality issue or failure to function of said Baggage. In cases where the Baggage, including personal items, is not Checked, We are liable if the damage has occurred due to the demonstrable fault of Us or Our employees or crew. We are not liable for any damage, loss, destruction or delay of any object unauthorized for Carriage, any Baggage that has been accepted for Carriage with a limited liability sticker, or an object to which special provisions apply and about which We were not informed during booking or which did not receive our written approval. We are not liable for damage caused to Unchecked Baggage unless it has occurred due to Our fault or gross negligence.
15.2.3. If You have left personal property belonging to You, or to a another person for which You are responsible, in the aircraft, airport or anywhere else, then You are liable for any losses that You and/or the property owner incur, and We are not liable for losses incurred in said case.
15.2.4 Our liability in cases of damaged Checked Baggage is limited to the extent as provided by the normative acts specified under Article 15.1.2 or other normative acts. When evaluating the amount of compensation for Baggage, its wear may be taken into account.
15.2.5 If You are not satisfied with Our liability limits as provided in the normative acts specified under Article 15.1.2, which are prescribed for cases of loss of, or damage to, Checked Baggage (including loss of articles from Baggage), or if You are carrying items of significant value, then We advise You to insure Your Checked Baggage prior to the flight.
15.2.6 We are not liable for cosmetic and/or superficial damage incurred by Checked Baggage as a result of standard Carriage processes, nor for any losses incurred due to Baggage defects, quality issues, nonconformity, or faulty packing.
15.2.7 In cases of Checked Baggage delivery delays or loss, You are obliged to cooperate with Us in the search for said Baggage and in organisation of its delivery, including and not limited to, submitting to Us detailed information on the contents of the delayed Baggage, or specifying the precise address for Baggage delivery. We are entitled to take into account Your lack of cooperation when deciding on the amount of compensation due to You.
15.3 LIABILITY FOR PASSENGER’S DEATH OR INJURY DUE TO ACCIDENT
15.3.1 In case of a Passenger’s death or injury due to an accident, Our liability and limits to liability are prescribed in the normative acts specified under Article 15.1.2.
15.3.2 Please note that We are not liable for any kind of disease, injury, physical or mental disabilities, or death, nor for any deterioration of such a state, if Your age or mental or physical state are at cause.
Authorised Agents, service providers, representatives or employees are not entitled to modify, change or withdraw any of the Articles of these Conditions. If We change the Conditions, then the current version of the Conditions can be found on Our website. If changes are made after You have purchased a Ticket, Your Carriage is bound to the Conditions in the state that they were during the booking process. If, however, the changes to the Conditions do apply to You and/or Your chosen flight and/or additional services, then We or Our Authorised Agent will notify You of the fact.
17.1 Any claim arising out of, or related to, Our operated flight and/or additional services provided and/or an entered Air Transport Agreement and/or another aspect of said Conditions, must be filed with Us as soon as possible after its occurrence. In any case, the statute of limitations for said claims is three years, unless such claims have been prescribed other statutes of limitations in the Conditions or in the existing normative acts of the Republic of Latvia. Claims filed too late will not be accepted.
17.2 Any claims listed under Article 17.1 must be filed in written form, for example, by using Our website’s online claim form as found under the section “Contact us”. The claim must be filed directly with Us, and this must be done before the claim is sent to any third party. The claims settlement process takes place in writing. We reserve the right to not settle any claims that we receive from third parties if we have not first received the respective claim from You, even if these claims have been filed in Your name and on Your behalf. The above mentioned does in no way infringe on Your right to consult with any third party regarding a claim before filing the claim with Us, except as provided for under Article 17.3.
17.3 By agreeing to these Conditions, You agree that it is prohibited to cede to any third party any of the claims listed under Article 17.1, including claims concerning the execution of conditions as provided in the normative acts listed under Article 15.1.2., even if this person has made payment for the Ticket You purchased, without receiving prior written consent from Us.
18.1 CASES IN WHICH THE CONDITIONS CONFLICT WITH NORMATIVE ACTS AND OTHER PROVISIONS
18.1.1 In individual cases, carriage of You and Your Baggage may be provided in accordance with other normative acts and condition which apply to Us or which We have adopted in relation to flight safety, punctuality, and passenger convenience. They also apply to, and not only, the Carriage of Persons with Limited Mobility; restrictions on use of electronic devices and items; transportation of certain dangerous articles; and on-board consumption of alcoholic beverages and tobacco products. Information on said normative acts can be obtained from Us upon specific request.
18.1.2 These Conditions are applicable unless they conflict with Our Tariffs or existing normative acts, in which case, the said Tariffs or normative acts prevail. If any of the Conditions’ articles are invalid in accordance with the normative acts, the remaining articles are not affected and remain in force.
18.1.3 If there is discrepancy between the Conditions and any other existing normative acts issued by Us or Our Authorised Agent in respect to specific issues, the Conditions prevail.
18.3 DATA PROTECTION
When processing Your personal data, which either You or another person acting on Your behalf has submitted to Us, We act in accordance with the applicable normative acts dealing with the domain of data protection.
The title of each Article of these Conditions is for convenience only and is not to be used for interpretation of the text.
18.5 DISPUTE SETTLEMENT PROCEDURE
We do everything in Our ability to make You satisfied with Our services and ministrations. In the rare cases when something does not go according to plan, We aim to find You a favourable and acceptable solution. If, however, You do not accept Our proposed resolution of a dispute, or if We refuse to comply with Your claim, then in accordance with Directive 2013/11/EU of the European Parliament and of the Council on alternative dispute resolution for consumer disputes and amending Regulation (EC) No. 2006/2004, and Directive 2009/22/EC, Regulation (EU) No. 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC, the Consumer Rights Protection Law, and the Law On Out-Of-Court Consumer Dispute Resolution Bodies, You are entitled to seek the services of an out-of-court dispute resolution body:
In cases of complaints about flights to or from Germany, You are also entitled to seek the assistance of:
In cases of complaints about flights to or from the United Kingdom, You are also entitled to seek the assistance of:
Civil Aviation Authority
Passenger Advice and Complaints Team
Complaint form: https://caaportal.icasework.com/form?Type=Complaint&Login=false&Title=none
In accordance with Regulation No. 524/2013, a platform for online dispute resolution has been established; it is available on Our website under "Alternative dispute resolution", and You are entitled to use it for resolving a dispute with Us.
The out-of-court dispute resolution body will consider Your complaint only after You have first come to Us with Your complaint and have tried to resolve the dispute through negotiations.
You agree that Any disputes and disagreements that may arise due to improper execution of the Conditions and Air Transport Agreement, or in resolving issues concerning compensation for damage caused, We address through mutual negotiation. If no agreement between us can be reached, the dispute will be committed to trial in the Republic of Latvia’s court system, and settled according to the existing rules and regulations of the Republic of Latvia.
18.6 OUR CONTACT INFORMATION
For questions on Your booking and making changes to it, except for the purchase of additional services, call us at +371 6700 6006. If You wish to purchase additional services, please contact Our call centre, which is a charged call. Go to Our website, under the section “Contact us”.