Conditions of carriage
General Conditions of Carriage (Passenger and Baggage) - Flybe Limited
These Conditions should be read with, and incorporate our Regulations which are:
- any Confirmation Document or other Conditions set out in your Ticket;
- our Luggage Terms and Conditions and Baggage Regulations;
- our Ticket Changes and our Ticket Type conditions;
- our Just Fly Flex terms and conditions;
- our Passenger Assistance conditions;
- our missed connections notification;
- EC Regulation 889/2002 (of which more information is available here);
- our Refunds policy including the Refund of Unused Taxes and Charges; and
- our Passenger charter.
- If you book on our Flight yourself or through a Booker these Conditions apply and you agree to act in accordance with Applicable Law. This is true unless you are on a Charter (see 1.2 below) or a Code Share or Franchise (see 1.3 below), in which case different terms will apply and we will tell the Booker. This is also the case if: you travel on our flights for a segment of a longer journey; or we sell you a Ticket directly ourselves rather than through an agent; or if we are told by courts we have legal liability to you for your Flight.
- If for any reason we need to use someone else to operate our Flight we will tell you who the alternative air carrier is via the Booker. Your Flight will continue to be governed by these Conditions. This will be the case unless your Flight is a Charter or Code Share or Franchise.
- We can change these Conditions whenever we like without telling you. To make sure you know which terms apply please check our site regularly to make sure you understand the terms that apply at that time.
- We strongly advise that you read these Conditions and the terms that apply to any additional services you wish to buy. These Conditions may be printed or downloaded from our website, or a copy may be sent to you upon request.
- Please note a condition of this contract is that any Booking for a Flight due to travel after 29 March 2019 depends on us or the operating air carrier having the necessary regulatory approvals and traffic rights to do so.
Booking and Booker
- The person making your Booking is called the Booker. The Booker MUST be at least 18 years’ old. If you are the Booker, you confirm and agree:
- you accept these Conditions on behalf of yourself and you have consent to accept them on behalf of all the Passengers named in the Booking and that they understand they are bound by them too;
- you are responsible for receiving and relaying all communications relating to the Booking (including changes, amendments and cancellations) from us or our agents to all Passengers named in the Booking;
- if you are not a Passenger on the Booking you have chosen and named a Lead Passenger and you have the consent of the Lead Passenger for their name and contact details to be used on the Booking and that the Lead Passenger has agreed and consented to be contacted by us for the purposes of advising of any delays and cancellations. If any other Passengers contact details are entered on the Booking you have obtained their consent and agreement to be contacted by us for the purposes of advising of any delays and cancellations too;
- you have the consent of each Passenger on the Booking to receive any refund, incidental expenses or compensation if due and payable and that you will give them their fair share of such amounts;
- that any other Passengers on the same Booking may make subsequent changes to it provided they pass a data security check and confirm to us that they have your consent to make changes. We act in good faith when making changes in this way. If we do so, we won’t be liable for anything resulting from such changes if, without our knowledge, your consent had not been so given;
- you will not make a booking for someone under the age of 12 years of age to travel unaccompanied;
- if you are booking for someone between the ages of 12 and 18 years of age to travel unaccompanied you agree that: you have full permission from their parent or guardian to make the Booking; are responsible for their Booking; any travel documents or visas or regulatory or legal requirements relating to their travel; their wellbeing; and any other travel arrangements and we will not carry out any further checks in respect of the same; and
- you are at least 18 years’ of age and we will not carry out any further checks to ascertain your age. When a Booking is made by a third party (including booking systems), the third party (e.g. travel agent) will act as the Booker and undertakes all the rights and obligations of the Booker on behalf of the Passengers named in the Booking as per the above.
- If you want to buy a Flight with us and/or any Baggage allowances any Booking you place with us is an offer to us on these Conditions. If we accept your Booking one of the following will happen depending on your method of Booking, if Booking via:
- our website or app our internal reservations system will create an automated Booking (including a Booking Reference) which is then sent to you. It will be sent to you via the email you provide which must be a valid email address;
- a travel agent they will provide a copy of your Booking Reference to you along with any terms and/or conditions they may additionally impose; or
- our contact centre you will be provided with a Booking Reference which is acceptance of your Booking. A separate confirmation of your Booking will only be provided if you request one and provide a valid email address for us to send it to.
- Once the Booking is accepted by us and you receive your Confirmation Document there is a contract between us. We act as principal for that contract unless you book through an agent. Your reservation is only confirmed at this point.
- Services and/or products other than Baggage that are shown on our website have separate terms and conditions relevant to those products. The suppliers of those services and/or products act as principal in relation to those services (e.g. car hire, hotels, insurance, car parking) and we act only as their agent. You will have a separate contract with each supplier so you should carefully read their terms and conditions too. Services and/or products other than Baggage that are shown on our website have separate terms and conditions relevant to those products. The suppliers of those services and/or products act as principal in relation to those services (e.g. car hire, hotels, insurance, car parking) and we act only as their agent. You will have a separate contract with each supplier so you should carefully read their terms and conditions too. If you book these additional services for your trip or holiday you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018 (implementing Directive (EU) 2015/2302). Therefore, we will not be responsible for the proper performance of those additional travel services. In case of problems, please contact the relevant service provider. However, if you book additional travel services via this link/these links no later than 24 hours after receiving the confirmation of your Booking from us, those travel services will become part of a linked travel arrangement. In that case we are required by law to put protection in place to refund your payments to Flybe for services not fully performed because of our insolvency, and, where necessary, for your repatriation. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.
- Please check the Confirmation Document very carefully. If the Confirmation Document indicates any discrepancies or it is not what you think you ordered or if you do not receive a Confirmation Document after you believe you have completed your Booking, please contact us immediately.
- You also have an option of receiving a text alert with a summary of your Booking confirmation details if you make a Booking on our website or via our app. This option can be selected during the booking process and the message will be sent to the mobile number entered at the time of making your Booking. This is not your Booking confirmation but an additional alert service. This text alert is only valid for your initial Booking and all subsequent changes made to your Booking will be notified by email or phone call using the details you provide at the time of Booking. We accept no responsibility for non-receipt of texts, incomplete texts, change of telephone number or other loss or damage as a result of force majeure or your own negligent act or omission.
1.2. Charter operations
If you are on a charter Flight, a separate charterer is responsible for your Flight. The charterer will let you know via the Booker which airline will be operating your Flight either: at the time you make a reservation; or if arranged later, as soon as possible.
Our Conditions only apply to you to the extent we agree with the charterer. It is the responsibility of the charterer to make you aware which Conditions apply, their Carrier Regulations, and to put this information in your Ticket or any other contract you have with the charterer. We are only liable to you to the extent we agree with the charterer in our contract with them.
1.3. Code Shares and Franchise operations
If either a Code Share or a Franchise applies to your flight, we or our authorised agents will let the Booker know. It will be clearly stated who is the operating carrier on your Flight, or the appropriate segments of such Flight.
- Sometimes we work with other airlines who put our BE code on their Flight or vice versa. We can then sell tickets for the same flight under our BE code or the other airlines code. These are known as “Code Shares”. What this means for you is that even if you have a reservation with us and hold a ticket with our name or airline designator code for the flight, another carrier may operate the aircraft for your Flight.
- The operating carrier is the one who operates the flight with the aircraft and crew. The marketing carrier is the one who sells the tickets for the flight, they don’t operate it.
- If the operating carrier and the marketing carrier are not the same you have the right to address a complaint or to make a claim for damages against either. If the name or code of another air carrier is indicated on your Ticket, (not solely stated as “Operated by”) that air carrier is your contracting air carrier.
Sometimes we work with other airlines who use our brand, our name, our livery and the BE airline designator code. These are called “Franchises”. In these cases a franchisee will operate your Flight. In these circumstances the franchisee terms and conditions of carriage and Carrier Regulations will apply. These are set out here:
- Stobart Air Conditions of Carriage
The Conditions of Carriage for flights operated by Stobart Air with flight number between 6000 - 6299 can be found here.
- Eastern Airways Conditions of Carriage
The Conditions of Carriage for flights operated by Eastern Airways with flight number between 7600 - 7899 can be found here.
- Blue Islands Conditions of Carriage
The Conditions of Carriage for all flights operated by Blue Islands can be found here.
- Stobart Air Conditions of Carriage
- For us to let you travel on the Flight. you must present: either a valid Ticket containing the Flight Coupon; or photographic identification and a valid electronic Ticket. We can otherwise refuse to let you travel.
- For each Booking we will only let the Passenger named on the Ticket travel on the Flight. You may need to provide photo identification to prove you are the named Passenger.
- We can refuse to let you fly if:
- the Ticket given to us is spoiled, torn or damaged or if it has been altered or tampered with (unless we or our Authorised Agents have made the alteration); or
- your passport or other identification document is damaged or unreadable.
- If you lose your Ticket or it is damaged we can reissue one to you:
- on proof to our satisfaction that you are the Passenger and you were issued a valid Ticket by us or our Authorised Agent; and
- you sign an agreement to reimburse us, up to the value of the original Ticket, for losses and/or expenses reasonably incurred by us or our Authorised Agent arising from someone else misusing the original Ticket unless such losses/expenses result from our or our Authorised Agent’s negligence. If you cannot prove to our satisfaction that you had a valid Ticket or you do not sign an agreement (as mentioned above) you may need to pay up to the full Ticket price for a replacement Ticket. We may refund this to you if and when we are satisfied no one else used the original Ticket or you surrender the original unused Ticket to us or our Authorised Agent.
- Your Ticket is not transferable. If someone other than you tries to use the Ticket they will not be allowed to fly. You may only change your Ticket as allowed under the Ticket Type, via a Name Change, or where we agree to extend the period the Ticket is valid for – more information on these options is in the remainder of this clause 2.
- Your Ticket is and remains at all times the property of:
- us if it was issued by us, or
- our Authorised Agents if issued by them or
- the issuing airline if another airline issued it.
- A Ticket is valuable and you should take appropriate measures to keep it safe and make sure it is not lost or stolen.
- Your Ticket is evidence of your contract of carriage with us.
2.2 Name Changes
- You can make Name Changes to your Ticket if:
- you have not already flown on any Flight on the Booking (known as an ‘unflown booking’); and
- you approach us via our Contact Centre or at our Airport desk directly if your Booking is made direct with us (i.e. via our contact centre, website or app). Please note that if your Booking is made through a licensed third party booking system or travel agent only that licensed third party may make the requested changes; and
- you make the Name Change request no later than four hours before the Flight’s scheduled departure time as set out in our Name Change requirements found here; and
- you provide any proof of identification we may request; and
- you pay the relevant Tariff found here.
- In the event that you:
- have made a minor spelling mistake to your name on the Booking (e.g. Smith rather than Smyth);
- are seriously ill or injured and can provide a medical certificate documenting why you are unable to fly and require a Name Change;
- there is a death of your spouse or civil partner or within your immediately family or of someone named on your Booking and you can provide proof of the same; or
- you wish to change the Booking to accommodate a change of carer for another person on the Booking who depends on them; then provided you give us proof of the same, can prove your identity, and contact our Contact Centre at least four hours’ ahead of the Flight’s scheduled departure time, we will agree to allow the Name Change without the payment of the relevant Tariff.
2.3 Ticket Types
- We have three Ticket Types: Just Fly; Get More; and All-In. Different benefits and ticket changes are available as part of these Ticket Types. You should check and confirm that the Ticket Type you buy most adequately fits your needs. Full details on the Ticket Types and rules that apply to them are available here.
- Some Tickets are sold at discounted fares which may be partially or completely non-refundable. You should choose the Ticket Type and fare best suited to your needs. Details of your ability to cancel your ticket and the refund available depending on the Ticket Type are:
- set out in below at clause 9;
- on our ticket rules page; and
- set out in any additional terms which may be imposed by your booking agent.
- You may also wish to make sure that you have appropriate insurance to cover instances where you cancel your Ticket (a ‘Voluntary Cancellation’).
- If you have a Ticket and we make an Involuntary Cancellation of your Flight, you have the option to re-book your Flight, or cancel your Flight and request a full refund. More detail is provided here.
2.4 Ticket changes
- If you have a Get More or All-In Ticket Type you can make certain changes to your Ticket. If you have a Just Fly Ticket Type and chose to buy Just Fly Flex you can make certain ticket changes to the date, time and route if you pay the Just Fly Flex Fee (any difference in fare may also apply). Details of the Ticket Types and fees are here.”
- You are not allowed to change your Booking once confirmed unless:
- you make the change as allowed by your Ticket Type shown in 2.4 a above;
- you make a Name Change as shown in clause 2.2; or
- one of the reasons in clause 6 or clause 9 applies; or
- a serious circumstance beyond your control prevents you from being able to fly, examples include you being seriously ill or injured or there being a death of your spouse or civil partner or within your immediately family or of someone named on your Booking and you can provide proof of the same and proof of your identity – in this case you should call our Contact Centre at least four hours’ ahead of the Flight’s scheduled departure time in order for us to try to assist you; or
- we agree to extend the period your ticket is valid for as shown in clause 2.6.
2.5 Period of validity
Your Ticket is valid for one calendar year from the sooner of:
- the date you fly on your first Flight on the Booking; or
- if no Flights on the Ticket are used, from the date it was issued;
unless we tell you otherwise: in these Conditions; in the Ticket Type; in the Tariffs; or any other terms provided in the Ticket.
2.6 Extension of validity
- We will extend the period your Ticket is valid for to the next available flight, or you may be entitled to a refund as set out in clause 9 below, if we:
- cause an Involuntary Cancellation;
- do not stop at your place of departure, destination or a stopover as we are supposed to;
- delay the flights significantly;
- cause you to miss a connection;
- are unable to provide you with a seat we have already confirmed to you i.e. we deny boarding.
- If you start your journey, become ill and can’t continue the rest of your journey, we may extend the period your Ticket is valid:
- until after the date when you become fit to travel up to a maximum period of one calendar year from the date the Ticket was booked; or
- our next available flight after your recovery period; provided you give us a valid medical certificate stating the facts relating to your illness and confirming the date that you will be fit to travel again. When we receive this and your Ticket we will decide whether to:
- allow you to extend the period your Ticket is valid for up to one calendar year from the date the Ticket was booked; or
- provide you with a voucher for the amount you paid for your flight and any Baggage costs paid by you valid for a period of 18 months’ from the original travel date for you to use on any Flight in our network; in these circumstances, if your immediate family are travelling with you on the same Booking we offer the same to them too. Such decisions are at our discretion.
- In the unfortunate event that you are accompanying someone on the Flight and they die on-board, we can extend the period your Ticket is valid for up to one calendar year from the date the Ticket was booked.
- In the unfortunate event that you are travelling, and a member of your immediate family dies we can extend the period your Ticket is valid for up to 45 (forty-five) Days’ from the date of death on recent of a valid death certificate. If you have other immediate family travelling with you on the same Booking we can offer the same to them too.
- If before your Flight, a serious circumstance beyond your control prevents you from being able to fly, examples include you being seriously ill or injured or there being a death of your spouse or civil partner or within your immediately family or of someone named on your Booking and you can provide proof of the same and proof of your identity you should call our Contact Centre at least four hours’ ahead of the Flight’s scheduled departure time in order for us to extend the period your Ticket is valid for.
2.7 Coupon sequence and use
- Your journey will be carried out in the order shown on your Ticket and/or any Flight Coupons you have (for example if your departure is from Exeter to Jersey we will fly you in that sequence and not the reverse or some other order). This is known as coupon sequence. We do not have to fly you in any other order of travel.
- If you do not use the first part of your Ticket or first Flight Coupon or start your journey from another stopping place en-route, we do not have to honour the remainder of your Ticket.
- If you do not show up for any flight without advising us in advance, or fail to cancel the Flight before the Check-In Deadline, we will cancel your return or onward reservations. However, if you advise us in advance, or cancel the outbound journey on your Booking before the Check-In Deadline we will not cancel your subsequent flight reservations. If you contact us after the outward bound Flight then your Booking will have been cancelled. If you contact us to advise us you would still like to travel, then where there is space in the same class of fare we will reinstate your Booking, or look at other options. If there is no available space, we will use reasonable efforts to transport you to your next or final destination on the next available service free of charge. If you wish to reinstate your booking but incorporate a different route, the fare difference and a change fee will be charged.
- We may permit a Stopover at places where we are allowed to Stopover depending on whether government requirements let us.
- If you want to change your journey or Ticket Type or add ancillary items you must contact us before your Flight. We can then calculate the new fare for you. You will be given the option of:
- accepting the new price or
- maintaining your original transportation as ticketed.
- Should you need to change any aspect of Flight due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised you must contact us as soon as possible and we will use reasonable efforts to help you and transport you to your next Stopover or final destination, without recalculation of your fare.
- Should you change the order in which you are going to travel on your journey or alter your travel plans without our agreement, we will assess the correct price for your actual travel. You will have to pay any difference between the price you have paid and the total price for your revised journey.
- Some types of journey change will not result in a change of fare, but others, such as changing the place of departure (for example, if you do not fly the first segment) or reversing the direction you travel, can result in an increase in price. Many special fares are valid only on the dates and for the flights shown on the Ticket and may not be changed at all, or only upon payment of an additional fee.
- Each Flight Coupon contained in your Ticket will be accepted for carriage in the class of service on the date and flight for which space has been reserved.
- If we issue you with a Ticket which doesn’t have a confirmed Booking for a seat on a Flight, it may be possible to make a reservation at a later time providing you pay the Tariff and if there is space on the Flight requested. This may happen for example where you win a complimentary Ticket for use within a given time period.
- Where we are the carrier operating your Flight our name and address may be abbreviated on your Ticket shown as Flybe or BE. Our address is: New Walker Hangar, Exeter International Airport, Clyst Honiton, Exeter, EX5 2BA. If it is another carrier their details should be shown.
2.8 Advanced Passenger Information
Many countries require information about your name and identity to be given to government authorities before you travel. You agree to give us this information, and to give it to any authority that requests it, in order to comply with these requirements.
You must make sure that the information you give is true, accurate and correct and at all times remains so. Failure to do so may result in us refusing to fly you and/or your Baggage. You also agree that wherever possible you will provide details for an emergency contact person who is not on the flight with you. By supplying their details to us you confirm you have their consent to:
- provide their details
- to contact them on your behalf in the event of an emergency.
3. FARES, TAXES, FEES AND CHARGES AND CURRENCY
- Your fare only covers your Flight from the airport at the point of origin to the airport at the point of destination, unless we tell you otherwise. It does not cover your transfers, ground transport services between airports and between airports and town terminals. You are responsible for arranging them and paying for them.
- The fare for your Ticket is calculated based on our Tariff on the date you pay for the Ticket. It is based on your Ticket Type, the specific dates, route and itinerary you choose. Should you change your Ticket Type, route, itinerary or dates of travel, this may change how much you have to pay.
- All prices shown can change without notice before a Booking is confirmed.
- You should be aware that most online discounts and promotional fares are not available for Bookings made through our call centre.
- If the price of your flight drops after your Booking is made you will not be eligible for a refund.
- You must pay in full when a confirmed Booking is made. If you do not, or your payment does not complete, we may cancel your Booking at any time before check-in. If you owe us any monies at any time for flights or other ancillary items, we reserve the right to cancel your Booking until you pay in full. Please note that groups bookings of 9 or more passengers) must be fully paid with all names details being provided at least six weeks before the planned departure of the Flight. For groups bookings made within six weeks of the planned date of Flight, the full balance is required within one day of the date of Booking. If a group Booking is made within three Days of departure, full payment must be made at the time of booking. Failure to pay balance by this deadline will result in all seats in the Booking being cancelled.
3.2 Taxes, fees and charges
- You are required to pay the taxes, fees and charges imposed at any time by government, other authority or the operator of an airport, or carrier. These will be payable on top of your fare. You will be advised of them at the time you buy your Ticket and these will normally be shown separately on the Ticket.
- The taxes, fees and charges imposed on air travel are constantly changing and can be imposed after the date your Ticket is issued. If there is an increase in any of the taxes, fees and charges you will be obliged to pay it. Similarly, in the event the taxes, fees and charges you have paid for are abolished or reduced so that they no longer apply to you, or a lesser amount is due, you will be entitled to claim a refund from us providing you pay the Tax Redemption Fee.
- If you do not use your Ticket or any part of it, you are entitled to claim a refund of any taxes, fees and charges relating to the unused part of the Ticket which you paid for. Such refund will be payable to you, less the Tax Redemption Fee. For more information click here.
- You must pay the fares and taxes, fees and charges for your Flight in the currency of the country in which your Ticket is issued, unless we agree to let you use another currency. If we do agree to let you pay in another currency this must be done at or before the time payment is made (for example, because of the non-convertibility of the local currency).
- We determine the rate of exchange of currency in our sole discretion.
4.1 Personal Data Protection
- By giving us your contact details either as the Booker or in providing the Booker with the authority to act on your behalf, you consent to us using the contact details provided in all later correspondence us and you and any Authorised Agents. It is your responsibility to make sure that these details are up-to-date and accurate. Please let us know immediately if those details change.
- If you are not comfortable with any of the parts of this clause then you should not book a Flight with us.
4.2 Seating & Aircraft
- If you request a particular seat on board our aircraft we will try to meet your request if we can do so depending on availability, and operational, safety and security requirements. We cannot guarantee any particular seat on our Flights. As such, you agree to accept any seat allotted to you on the Flight.
- If we specify a particular type of aircraft will be used for your Flight in our timetable or at the time your Ticket is issued we will try to use it. However, we cannot guarantee we will do so. At times it may be necessary for us to change the type of aircraft used and we reserve the right to do so. This may be necessary for operational, safety or security reasons.
- At times it may be necessary for us to use aircraft operated for us by another airline. In such circumstances, we try to make sure that you receive the same level of in-flight service, entertainment and baggage allowance but we cannot guarantee that this will always be possible.
4.3 Confirmation of reservations
We do not require you to confirm your reservation with us before our Flights. However, other carriers we work with or who form part of your overall journey, may require you to do so. You should check the carrier whose Airline Designator Code appears for the flight in question on your Ticket. Then you should ask them if they require you to confirm your reservation and if so how you should do so. You should then follow their instructions.
4.4 Fraud or Unlawful Activity
- By paying us using a credit or debit card or electronic payment system you confirm that the account holder or cardholder named on the Booking has authorised such payment. We will not carry out any further checks.
- We reserve the right to cancel your Booking and Flight without notice if:
- you cannot provide, when questioned, contact information for the account holder cardholder in order for us to carry out security checks;
- the account holder or cardholder did not authorise the payment and claims that the Booking is fraudulent; and/or
- we reasonably suspect that the account holder or cardholder or Passenger is connected to other fraudulent activity.
- From time to time financial institutions ask us to investigate transactions which the account holder or cardholder believes to be fraudulent. If we do so and we reasonably believe the claim has been made in error, the Booking will be conditional upon further internal checks by us. We reserve the right not to honour any future bookings connected to such account holder or cardholder details until any outstanding monies owed to us are paid.
5. CHECK-IN AND BOARDING
It is your responsibility to make sure you complete the check-in process with plenty of time to get through security to make the gate on time for your Flight. Please note that Check-In Deadlines are different at every airport and we recommend that you check these times yourself to plan your time appropriately.
We, or our Authorised Agents, will advise you of the Check-In Deadline for your Flight. Check-In Deadines can also be found on our website or may be obtained from us or our Authorised Agents. By completing the check-in process we mean that you have received your boarding pass for your Flight.
As well as completing the check-in process, you must be at the boarding gate for your Flight no later than the time specified by us when you check-in.
If you do not meet the Check-In Deadline for your Flight and/or fail to arrive at the boarding gate in time for your Flight we can cancel your Booking. We will not be liable to you for any loss or expense incurred due to your failure to comply with this clause 5.
6. REFUSAL AND LIMITATION OF CARRIAGE
6.1 Fitness to fly
- It is your responsibility to make sure that you are medically fit to travel and fly. If you have any doubt about this you should seek medical advice, follow that advice and then only fly when you are fit to do so. This covers the whole journey from check-in, through departure, the flight, arrival and transit between them including any periods of delay and disruption.
- We reserve the right to request a medical certificate from a qualified medical practitioner provided by you documenting your fitness to fly. If you fail or refuse to produce it we reserve the right to refuse to carry you.
- If you fall ill during your flight and the crew have genuine and urgent concerns about your wellbeing, we may need to divert the aircraft to land at the nearest airfield in order that you can leave the aircraft to receive medical treatment. If we believe this is necessary, you will not refuse to leave the aircraft upon being requested to do so by the Captain.
- If you became ill aboard the aircraft we reserve the right to require you to pay to us the cost of expenses paid by us in treating you aboard an aircraft, transporting you on the ground, and paying for treatment provided by a third party on the ground. We also reserve the right to require that you reimburse any extra costs we incur that are associated with any medical diversion. We may apply towards payment due to us from you the value of any unused portions of your Ticket you have paid for, in which case the remaining parts of your Ticket will be cancelled.
6.2 Our right to refuse to carry you
We may decide to refuse to carry you and/or your Baggage if:
- we have notified you in writing that we will not carry you on our flights;
- carrying you or your Baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger;
- carrying you or your Baggage may affect the comfort of any person in the aircraft;
- you are or we have reasonable grounds to believe that you are intoxicated, drunk or under the influence of drink or drugs;
- you are, or we reasonably believe you are, in unlawful possession of drugs;
- your mental or physical state, age, conduct, or health is a danger or risk to you, the aircraft, or any person in it;
- you have refused to allow a security check to be carried out on you or your Baggage;
- you have not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security;
- you have used threatening, abusive or insulting words towards our ground staff or another passenger or a member of the crew of the aircraft;
- you have behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or a member of the crew of the aircraft;
- you have deliberately interfered with a member of the crew of the aircraft carrying out their duties;
- you have put the safety of either the aircraft or any person in it in danger;
- you have made a hoax bomb or other security threat;
- you have committed a criminal offence during the check-in or boarding processes or on board the aircraft;
- you have not, or do not appear to have, valid travel documents;
- you try to enter a country for which your travel documents are not valid;
- the immigration authority for the country you are travelling to, or for a country in which you have a stopover, has told us (either orally or in writing) that it has decided not to allow you to enter that country, even if you have, or appear to have, valid travel documents;
- you destroy your travel documents during the flight;
- you have refused to allow us to photocopy your travel documents;
- you have refused to give your travel documents to a member of the crew of the aircraft, when we have asked you to do so;
- you ask the relevant government authorities for permission to enter a country in which you have landed as a transit passenger;
- carrying you would break government laws, regulations, or orders;
- you have refused or failed to give us information which a government authority has asked us to provide about you, including passenger information requested before your flight;
- you have not presented a valid ticket;
- you have not paid the fare (or any surcharges, taxes, fees or charges) for your journey;
- you have presented a ticket acquired illegally;
- you have presented a ticket which you did not buy from us or our authorised agents;
- you have presented a ticket which was not issued by us or our authorised agents;
- you have presented a ticket which has been reported as being lost or stolen;
- you have presented a counterfeit ticket;
- you have presented a ticket with an alteration made neither by us nor our authorised agents;
- you have presented a spoiled, torn or damaged ticket or a ticket which has been tampered with;
- you cannot prove you are the person named in the ticket;
- you have changed your transportation without our agreement as set out in clause 2.7;
- you have failed to present your ticket or your boarding pass or your travel documents to us when reasonably asked to do so;
- you have failed to complete the check-in process by the Check-In Deadline;
- you have failed to arrive at the boarding gate on time;
- you have refused or failed to undergo health screening or a health examination requested by us or by a government or enforcement agency;
- you have behaved in a way mentioned above on or in connection with a previous flight and we believe you may repeat this behaviour;
- we have banned you from our route network;
- we have given you a banning notice and you have bought your ticket while the ban applies. Please note, if you try to travel while a banning notice is in force, we will refuse to carry you and you will not be entitled to an involuntary fare refund. By a banning notice we mean a written notice we have given to you telling you that you are banned from being carried on our route network.
(This means you are banned from travelling on all flights we operate.) This notice will give the date when the ban comes into force and the period for which it applies. A banning notice will also ask you not to buy a ticket or ask or allow anyone to do so for you.
6.3 Unacceptable behaviour
If, while you are on board the aircraft, we reasonably believe that you have:
- put the aircraft, or any person in it, in danger
- deliberately interfered with the crew in carrying out their duties
- failed to obey the instructions of the crew relating to safety or security
- failed to obey the seat-belt or no-smoking signs
- committed a criminal offence
- allowed your physical or mental state to become affected by drink or drugs
- failed to obey the crew's instructions relating to drink or drugs
- made a hoax bomb or other security threat
- threatened, abused or insulted the crew or other passengers
- behaved in a threatening, abusive, insulting or disorderly way towards the crew or other passengers or
- behaved in a way which causes discomfort, inconvenience, damage or injury to the crew or other passengers
- we may take any measures we think reasonable to prevent you continuing your behaviour. When the aircraft lands, we may decide to:
- make you leave the aircraft
- refuse to carry you on the remaining sectors of the journey shown on your ticket and
- report the incident on board the aircraft to the relevant authorities with a view to them prosecuting you for any criminal offences you might have committed.
6.4 Diversion costs caused by unacceptable behaviour
- If, as a result of your behaviour, we divert the aircraft to an unscheduled place of destination and make you leave the aircraft, you must pay us the reasonable and proper costs of the diversion.
- If we have refused to carry you or removed you en-route for any of the reasons mentioned above, then we may cancel any remaining unused portion of the Ticket. You will not be entitled to further carriage or to any refund with respect to any of the sectors covered by the Ticket and we will not be liable for any consequential loss or Damage alleged due to any such refusal to carry or removal en-route.
6.5 Electronic devices
- For safety reasons, we may decide not to allow you to use electronic devices when you are on board the aircraft, including:
- mobile phones
- laptop computers
- personal recorders
- personal radios
- MP3, cassette and CD players
- electronic games or
- transmitting devices (for example, radio-controlled toys and walkie-talkies)
You must not use these items when we have told you that they are not allowed. We do this for safety and security reasons. We will allow you to use hearing aids and heart pacemakers.
- If any PED (Portable Electronic Device) becomes a danger due to smoke, overheating or potential to catch fire, we will remove it from you, secure it and make it safe. You agree that we may then retain it and/or hand it over to fire officers on landing to be handled appropriately. Please note that, as with other items of Unchecked Baggage confiscated by airport authorities for safety and security reasons, neither airports nor airlines have the facility to store such items. It is your responsibility to make sure any of the contents of your Unchecked Baggage is safe to be carried in the cabin and you confirm you will back-up any data on another device not carried on the Flight before commencing the Flight. We accept no liability whatsoever for any items removed in such manner or their contents or any data stored on them.
6.6 Passenger Assistance
- We may decide not to carry:
- unaccompanied minors;
- pregnant women;
- passengers who are ill or incapacitated;
- passengers who must travel on a stretcher; or
- passengers who require passenger assistance;
unless we have agreed arrangements to carry them before you check-in for the flight. We need to agree the arrangements beforehand so we can make sure we have the resources available to help those passengers.
- If you are a passenger with a disability and/or you require any passenger assistance, you should tell us at the time of booking of your additional requirements at least 48 hours before your Flight’s scheduled departure time. If you do not tell us at the time of booking of your additional requirements, we will nevertheless use reasonable efforts to accommodate your needs. Further details about passenger assistance can be found here.
- We will not refuse you carriage on the basis of your disability or passenger assistance requirements provided you tell us about them at the time of booking and we accept your Booking.
- All the rules of seating in clause 4.2 apply to seating passengers with passenger assistance requirements Also, if you are a passenger with passenger assistance requirements which causes you to need a bulkhead seat (such as a disability which causes you to be accompanied by an assistance dog in the cabin) and you request one it will be provided to you if it is not already assigned to another passenger with passenger assistance requirements. In the event this happens, we will make reasonable efforts to otherwise assist you.
- If we deem it necessary for safety reasons we may require you to travel with an attendant. This may be where you are unable to assist in your own evacuation from the aircraft or you are unable to understand safety instructions. In these circumstances your attendant will need their own valid Booking in order to travel.
- If you require transport for assistive devices such as a wheelchair or a cane please complete the ‘Flybe Mobility Aid Request Form’ available here and return to us as soon as possible and in any case at least 48 hours before the scheduled departure time of your Flight. This is to enable us to check that your items fit with our size and weight requirements. These requirements on size, weight and shape are to check the plane is properly loaded for safety and security reasons. Provided your assistive devices meet these requirements, we can accept them on-board and we will not charge you for transporting them and such assistive devices will not be counted towards your free baggage allowance. All of the other baggage rules in these Conditions apply to carriage of such devices.
- If you require medical oxygen, please check with us in advance whether we are able to carry it on-board your Flight. You should check with us at the time of Booking and in any event at least 48 hours’ before your Flight’s scheduled departure time. If we allow your medical oxygen on the Flight you will be charged for this service. If you require medical oxygen to be administered on-board you will also need to be accompanied by an attendant.
7.1 Unchecked Baggage
- When you travel on our Flights you may carry the following as Unchecked Baggage:
- one standard cabin bag measuring no more than 55 x 35 x 20cm including wheels and handles
- one small personal item such as a handbag or laptop bag/briefcase that can fit under the seat in front of you. The combined weight of your cabin baggage and smaller personal item must not exceed 10KG. We may change these dimensions from time to time so you should check our website to see the most up-to-date sizing policy. Your Unchecked Baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin of the aircraft If your Unchecked Baggage cannot be stored in this manner, or is of excessive weight, or is considered unsafe for any reason, you must check it in as Checked Baggage. It is your responsibility to check the baggage restrictions and Carrier Regulations of any other air carrier who you may also be travelling on, just because we allow you to bring Unchecked Baggage on with us this does not guarantee they will accept it.
- The Unchecked Baggage is free of charge.
- The Unchecked Baggage and its contents must comply with our Conditions and limitations in particular but not limited to our Baggage Regulations and rules shown here, and which are also available upon request from us or our Authorised Agents.
- There are restrictions on the types of bags you can carry as Unchecked Baggage and the items you can carry in your Unchecked Baggage. More information is available here. Your Unchecked Baggage must meet this terms in order for us to consider allowing you to bring it into the aircraft cabin.
- Please note if we ask you to move your Unchecked Baggage to the hold as Checked Baggage it is your responsibility to remove articles as set out in clause 7.4, if you fail to do so we accept no responsibility for any such items for loss or Damage to them or to any data that may be held on them.
- Objects which we deem are not suitable for carriage in the cargo compartment (such as delicate musical instruments), and which do not meet the requirements in clause 7.1 a, will only be accepted for carriage in the aircraft cabin if we decide the items can be carried safely and such items are properly packaged. If you have these types of items you must contact us not less than 48 hours before the scheduled departure time of your Flight and get our approval to carry the items. You may have to pay a separate charge for this service.
7.2 Checked Baggage
- All Checked Baggage has a fee, the level of which depends on your Ticket Type and whether you have pre-booked the baggage or if you make the booking arrangements at the airport at the time of Check-In.
- Your Checked Baggage allowance depends on the Ticket Type you have Booked. Details are set out here. You may also pay for Checked Baggage which will cover a certain weight and number of items depending on what you select. The fares are shown here. Separate charges will apply for carriage of sporting goods and exceptional items.
- Any Checked Baggage in excess of your stated baggage allowance will be charged at Excess Baggage rates.
- Upon check-in of your Checked Baggage we take custody of it and we will issue a Baggage Identification Tag for each piece.
- Checked Baggage must have your name or other personal identification affixed to it.
- Checked Baggage will, whenever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on an alternative flight. Subject to clause 7.3 b, if your Checked Baggage is carried on a subsequent flight we will deliver it to you, unless the law requires you to be present for customs clearance.
- Checked Baggage must be able to withstand normal handling and must be suitable enough to protect the contents within it.
7.3 Excess baggage
- You will need to pay a charge for carriage of any Baggage which exceeds your baggage allowance. This is chargeable per kilo per direction of travel. The rates are available here or from us upon request.
- Excess baggage will only be carried if there is space and weight being available on you Flight. If excess baggage is not carried on the same flight, it will be forwarded to the ticketed destination airport as soon as possible. Flybe reserves the right to ask passengers to collect such items on their arrival.
7.4 Items unacceptable as Baggage
- There are certain items or bags that are restricted or we do not allow you to carry on-board either as Checked Baggage or Unchecked Baggage. Further details are available here or are available from us on request.
- It is your responsibility not to carry unacceptable or forbidden items.
- If we discover that you are carrying forbidden items, we will refuse to carry them and possibly you too.
- You must not include in your Baggage (whether as Checked or Unchecked Baggage) items:
- whose presence we reasonably believe would affect the safety and security of any person on the aircraft or the aircraft itself;
- which are likely to put the aircraft, people on it or property on board the aircraft in danger, such as those specified in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, and in our Baggage Regulations; which are prohibited from being carried by the Applicable Law, our Baggage Regulations, or orders of any state to be flown from or to; which are reasonably considered by us to be unsuitable for carriage because they are dangerous, unsafe or by reason of their weight, size, shape or character, or which are fragile or perishable having regard to, among other things, the type of aircraft being used; such as firearms and ammunition other than for hunting and sporting purposes. Weapons including antique firearms, swords, knives and similar items may be accepted as Checked Baggage, at our discretion, but will not be allowed in the cabin of the aircraft. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage. Firearms must be unloaded with the safety catch on, and suitably packed. Carriage of ammunition depends on the ICAO and IATA regulations and if we decide to allow you to carry them you must make sure that you have all the documents you need for firearms and ammunition. If you do not, we may decide not to carry them.
- If you carry any of the items above we may either tell you to check-in the items as Checked Baggage or refuse to carry them altogether and we may refuse to carry you too.
- As well as the restrictions above, you must not include in your Checked Baggage:
- items which do not meet the definition of Baggage;
- fragile or perishable items;
- items having a special value including but not limited to the following items: money, credit cards, jewellery, precious metals; medicine; computers; personal electronic devices; negotiable papers, securities, bonds, share certificates, or other valuables, business documents, passports and other identification documents, samples, works of art, house keys or car keys, cameras;
- human remains, including ashes (unless we have given permission and agreement to carry them as cargo);
- weapons (such as antique firearms, swords, knives, and similar items) unless we have agreed to transport them as cargo (not in the cabin);
- items unsuitable for carriage by reason of weight, size, character;
- live animals except where we have agreed to carry them as cargo;
- firearms and ammunition other than for hunting and sporting purposes unless we have agreed to carry them, in which case firearms must be unloaded with safety catch on, and suitably packed. Carriage of ammunition also depends on it meeting ICAO and IATA regulations and our Baggage Regulations.
Further details about the restricted baggage are available here or you may request them from us.
- If you do carry any of these items, (whether or not prohibited), the limitations of liability and all other provisions of these Conditions which cover the carriage of Baggage apply to you and you must pay any charges due.
7.5 Special Declaration of Value
- If you have valuable items in your Baggage you can make a special declaration of value for them. If you wish to do so you must also pay a surcharge for the declaration. You must make the declaration before your Flight at Check-In.
- We may refuse to give you any special declaration of interest if:
- you do not comply with the time limit to tell us before Check-In;
- you cannot prove the value of the items in your Baggage which you state in your special declaration of interest;
- you do not pay the surcharge.
- We are entitled in our absolute discretion to impose a maximum cap for special declarations of value.
- In the event the items over which you made a special declaration of value are damaged we can ask you to prove the actual value of the Damage or loss. This is to check whether the amount you declared was higher than the actual value of the items at the time of delivery and the cost of any Damage or loss.
- We may refuse to accept a special declaration of value on Checked Baggage when a portion of the carriage is to be provided by another Carrier which does not offer the facility.
7.6 Baggage General
- You declare that you are fully aware of the contents of all of your Baggage.
- You agree not to leave your Baggage unattended from the moment you pack it and not to accept items from any other Passenger or from any other person to carry in your Baggage.
- You agree not to accept any third party’s Baggage for carriage by you.
- You agree that any alcohol brought on board the aircraft must not and will not be consumed during the flight by you or others.
- You agree to comply with our Baggage Regulations.
- If we have to transport you by ground due to delay, cancellation or disruption. We will carry your Baggage as set out in these Conditions unless we tell you otherwise.
7.7 No liability for loss or damage
If, despite being prohibited, any items referred to above are included in your Baggage we will not be responsible for any loss or Damage to such items.
7.8 Right to Refuse Carriage of Baggage
- We will refuse to carry as Baggage the items described in clauses 7.3 and 7.4, and we may refuse further carriage of any such items upon discovery.
- We may 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 the comfort of other passengers, if not properly or secured packed.
- We may refuse to accept Baggage for carriage unless it is in our opinion properly and securely packed in suitable containers. Information about acceptable packing and containers is available upon request.
7.9 Right of search
- For reasons of safety and security we may require you to undergo a search and scan of yourself and/or a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in clause 7.4 or any firearms, ammunition or weapons, which have not been presented to us as set out in these terms and conditions.
- If you are unwilling to comply with such search and scan requests we may refuse to carry you and/or your Baggage.
- In the event a search or scan causes Damage to you, or an x-ray or scan causes Damage to your Baggage, we will not be liable for such Damage unless due to our proven fault or negligence.
- We will not be responsible for, or have any liability in respect of, articles removed from your Baggage by airport security personnel who are keeping to the regulations which apply to their search of your Baggage, whether or not such items are subsequently retained or destroyed by such airport security personnel or are passed by them to us.
- We accept no responsibility for any items in your Baggage or of your Baggage that are removed by Government policy, airport officials, security personnel or others who are keeping to Applicable Law and regulations. If you are aware of the removal of items from your Baggage by airport security personnel. It is your responsibility to obtain a receipt from the relevant personnel and make arrangement for collection of the items later.
7.10 Collection and delivery of checked baggage
- Subject to clause 7.2 g, you must collect your Checked Baggage as soon as it is made available at your destination or Stopover. If you fail to collect it within a reasonable time, we may charge you a storage fee. Should your Checked Baggage not be claimed within three (3) months of the time it is made available, we may dispose of it without any notice or liability to you.
- Only the person who has the Baggage Identification Tag is entitled to collect or take delivery of the Checked Baggage.
- If a person tries to claim Checked Baggage and cannot produce the Baggage Identification Tag and identify the Baggage by means of a Baggage Identification Tag, we will deliver the Baggage to such person only on condition that the person establishes to our satisfaction their right to the Baggage. If we do so such person agrees to indemnify us for any loss, damage or expense which may be incurred by us as a result of such delivery. We accept no responsibility for making anything other than limited enquiries of the person claiming the Baggage when assessing the right to collection.
- Acceptance of the Baggage by the person with the Baggage Identification Tag without any complaint at the time of delivery is prima facie evidence that the Baggage has been delivered in good condition and on accordance with the Conditions, unless you prove otherwise. If the Baggage is Lost, Delayed or Stolen it should be reported as set out in clause 7.11.
- Should your Checked Baggage not travel on your Flight for whatever reason but arrive on a later flight you may need to collect it from the airport in person. Any charges associated with you doing so for any airport outside of the United Kingdom will be at your own cost.
7.11 Lost, damaged or delayed Baggage
- If you should discover that your Baggage has been damaged, lost or delayed, please make your way directly to a Flybe representative at the airport who will assist you in completing the required forms and to create a Property Irregularity Report (PIR). A declaration can only be made at the time and date of travel at the airport so please make sure you have done this before leaving the airport. This report will need to contain:
- full contact details, including where you are staying (as well as your home address) and your telephone number(s)
- at least 5 easily identifiable items contained within your luggage
- any other distinguishing features about your luggage
You will be given a PIR number which you will need to keep safe.
- We reserve the right to check whether any value declared by you adequately reflects your Baggage content. If your Baggage or its contents is damaged and you wish to claim from us we have the right to ask you to provide proof of the value of the items or of the cost of loss or Damage. We do this to check the value and to check if the amount you declared was higher than the actual Damage or loss or contents at the time of delivery to you.
- You can visit https://www.flybe.com/baggage/delayed-baggage to check the latest status of your luggage. Simply click the ‘luggage tracking service’ link within this section. You will need to enter your PIR reference number and your surname. Should your checked baggage be delayed, we would ask you to contact the airport baggage desk to check its location during the first five Days it is delayed and following this period the secondary tracing department will contact you if your baggage is still missing. In most locations throughout our network, we will deliver your luggage back to you and, where possible, a courier will be in contact to arrange this.
- If your Checked Baggage is delayed for more than 24 hours on an outbound flight and you have been left without essentials such as basic toiletries or essential clothing, you can buy replacements after the first 24 hours that your bag is missing up to a reasonable total cost. This amount is for a maximum of three Days (up to £25 per day per person up to a maximum of £75, after the first 24 hours period from the arrival time of your flight). To claim this allowance you must write to our claims team at Flybe Baggage Claims Department, 5 The Enterprise Centre, Kelvin Lane, Crawley, West Sussex, RH10 9PT, Email: [email protected], Tel: +44 (0)1293 426553, Fax: +44(0)1293 440006, within 21 Days from the date your Baggage has been placed at your disposal. All claims for essential items that are bought must be supported by receipts.
- In the unlikely event that your luggage is still missing after 21 Days, please send a copy of your PIR, booking confirmation, and a full list of contents together with the value and age of each item that was contained within the missing item. Where possible, please also send original receipts for the contents. Please email, post or fax these to the following address: Flybe Baggage Claims Department, 5 The Enterprise Centre, Kelvin Lane, Crawley, West Sussex, RH10 9PT, Email: [email protected], Tel: +44 (0)1293 426553, Fax: +44(0)1293 440006. Claims will be reviewed in-line with these terms and conditions.
- You may wish to tell your insurance company as the cover held may exceed the airline’s own liability.
- If you mislay an item on-board the aircraft you should also report it missing as shown above. You may also report it to the airport information desk who will put you in contact with their lost property department.
- If you mislay an item in the airport terminal you should report it to the airport information desk who will put you in contact with their lost property department.
This information relating to animals is for Flybe operated flights only. If you require details about how our Code Share Partners and Franchise Partners carry animals please refer to their terms and conditions and Carrier Regulations.
Animals - General
- All animals we agree to carry are carried on our Flights as set out in the conditions of carriage detailed in the current edition of the IATA Live Animals Regulations.
- It is up to us to decide which animals we allow on our Flights. We can refuse to carry any animals at our absolute discretion.
- Certain countries have specific rules on what is considered to be an ‘endangered species’. If an animal is considered to fit in this category we will refuse it travel.
- On all flights (by which we mean both domestic and international) the following will apply:
- except for assistance dogs accompanying their owners, animals and their containers accepted as cargo will not be part of your free baggage allowance and you will have to pay an excess baggage charge for them;
- you must make sure that all animals travelling as cargo are put in proper, adequate and secure containers. If you fail to do this, we may decide not to carry the animals;
- you must present to us all health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for the animals. If you fail to do this, we may decide not to carry the animals;
- unless carrying the animals is covered by the liability rules of the Convention, we will not be responsible for their loss, sickness, injury or death unless we have been negligent;
- we are not liable to you for any loss you suffer because you do not have the health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for your animals. You must repay to us any fines, costs, charges, losses or liabilities we have paid or suffered because you did not have these documents;
- from time to time we adopt regulations for carrying animals. Please ask us or our authorised agents for a copy.
- We will only carry animals if it would be legal for them to arrive at your place of destination or transit point.
- If we accept your animal for travel as set out below, the airports of departure and destination must also have the facilities to process the animal under the PET Travel Scheme and the animal must conform to all parts of the PET Travel Scheme.
- As well as any special requirements or terms relating to their transport, we will let your animal travel provided:
- they are properly crated;
- you have the required health and vaccination certificates, entry permits, any pet passports and any other documents that may be needed in the countries you are flying from and to;
- documentation from a registered vet confirming that the animal is fit to fly dated within 10 Days of the departure date of your Flight;
- we confirm your Booking and the transport of your animal in a separate written agreement before shipment of the animal;
- you pay the charges that apply;
- you meet any and all of the additional special requirements relating to the animal; and
- if a cat or dog, the animal is at least 10 weeks’ of age (for other animals you should contact our cargo team to determine the minimum age for travel).
- We consider dogs, cats and ferrets to be domestic pets. As such, they are classed as cargo. If you would like to request us to carry your domestic pet on your Flight please contact our cargo team at least 48 hours before the scheduled departure time of your Flight by emailing our cargo team ‘Air Logistics Group’ here or by phone on +44 (0)1332 819204.
- If we agree to carry your domestic pet, we will let them travel provided:
- they are properly crated;
- you have the required health and vaccination certificates, entry permits, any pet passports and any other documents that may be needed in the countries you are flying from and to;
- documentation from a registered vet confirming that the animal is fit to fly dated within 10 Days of the departure date of your Flight;
- we confirm your Booking and the transport of your domestic pet before shipment of the animal;
- you pay the charges that apply; and
- the animal is at least 12 weeks’ of age.
More information is avaliable here.
- If we do accept your domestic pet on our flight as cargo your pet will not count towards your free baggage allowance. The cost of carrying your domestic pet will be charged at the cargo rate in place at the time of your booking (with possible additional transaction fees to pay at the airports of origin and destination).
- We can make arrangements for you to travel with a recognised assistance dog on:
- domestic routes within the UK,
- to and from a number of European destinations under the Pet Travel Scheme;
- on international routes from the following UK airports: Birmingham, Exeter, London Southend, Manchester, Newcastle or Southampton.
- In order to be considered for travel the assistance dog MUST:
- be recognised as an Assistance Dog, having been trained by an organisation that is a member or associate of Assistance Dogs International (ADI) or the International Guide Dog Federation (IGDF) and you must provide us with evidence of the same; and
- be able to be restrained by the owner on the Flight using a suitable harness which can attach to the owner’s seatbelt for take-off, landing and during turbulence;
- have all relevant health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for the animals which must be able to presented to us. If you fail to do this, we may decide not to carry the animals; and additionally, if traveling on an international route, the assistance dog MUST also:
- hold a valid Pet Passport and be micro chipped with a copy of the passport being sent to us well before the Flight, and in any case no later than 48 hours ahead of the scheduled time of departure;
- have been vaccinated against rabies and have had a blood test to show that the immunisation has been effective;
- have proof from a vet that a vet has administered tick and tapeworm treatments a minimum of 24 hours before the scheduled departure of the Flight and no longer than 5 Days before the scheduled departure of the Flight;
- meet the requirements of the Pet Travel Scheme, and in the event the dog does not the owner will be liable for all associated costs incurred with such failure to meet the requirements.
- If you would like to book your assistance dog for travel on a Flight with you, then please contact our passenger assistance team on +44 (0) 207 308 0812 or use the request email form here. In order to best assist you our team will need to:
- confirm your dog meets the above criteria;
- ask about the name, age and weight of your assistance dog;
- know your Booking details.
- It is not usually possible for more than one guide dog to travel on a given Flight, so in order for us to help you as best we can please contact us well before your Flight to arrange a Booking.
- If we agree to take an assistance dogs on a Flight then generally they can accompanying their owner in the aircraft cabin if Applicable Law allows it and if f the necessary arrangements are in place at the relevant airports.
- Assistance dogs accompanying their owners will be carried free except where we have to take an adjacent seat out of use in order to accommodate you and your dog. In these cases, you may be charged for the additional seat.
- Where allowed, assistance dogs accompanying their owners will be carried free of charge and will not count towards he owner’s free baggage allowance. This depends on conditions specified by us, which are available on request. Please note that assistance dogs which cannot be taken into the aircraft cabin will be carried as cargo as set out in the rules above for domestic pets and the same charges apply.
- We may agree to carry animals other than those mentioned above from time to time. Any animals not mentioned above are considered to be exotic within the context of air travel. As such, we are not always able to carry them. If you would like to request us to carry any animal other than a domestic pet on your Flight please contact our cargo team at least 48 hours before the scheduled departure time of your Flight by emailing our cargo team ‘Air Logistics Group’ here or by phone on +44 (0)1332 819204. More details about the carriage of other animals are available here.
- If we agree to carry your animal, we will do this by written agreement with you before the flight and the fees and other special requirements relating to their transport will be detailed there.
- If you have pet remains (in the form of ashes) which you would like to request us to carry on your Flight please contact us at Flybe Customer Services at least 48 hours before the scheduled departure time of your Flight on 0371 700 2000 (within the UK) or +44 (0)207 308 0812 (from outside UK). We may accept such remains for transport within the cabin of the aircraft provided:
- the remains are securely packaged within an appropriate sealed container (this includes urns and scatter tubes) that conforms to our cabin baggage restrictions – more information is available here;
- a full executed copy of the appropriate veterinary certificate or cremation certificate is provided;
- any other paperwork that the authorities for the countries of departure, entry and/or stopover may require is provided; and
- you tell our handling agents at the airport when you check-in that you have the pet remains in your cabin baggage.
It is your responsibility to meet all legal formalities for the carriage of pet remains for the countries that you are travelling to and from are followed.
Animals - Limitation of Liability
- We are not responsible for injury to or loss, delay, sickness, or death of an animal which we have agreed to carry unless caused by our negligence or unless a court determines that Applicable Law overrides this clause.
- We accept no liability in respect of any animal not having all the necessary exit, entry, health and other documents that may be needed for entry into or passage through any country, state or territory. You are responsible for this and you agree to reimburse us for any fines, costs, losses or liabilities reasonably imposed or incurred by us as a result.
- You are fully responsible, and we will not be liable for, injury to or loss delay sickness or death of an animal in the event that it is refused entry into or passage through any country, state or territory.
7.13 Human remains
- If you have human remains (not in the form of ashes) which you would like to request us to carry on your Flight please contact our cargo team at least 48 hours before the scheduled departure time of your Flight by emailing our cargo team ‘Air Logistics Group’ here or by phone on +44 (0)1332 819204. We may accept such remains for transport within the hold of the aircraft as cargo provided:
- The remains are securely packaged within an appropriate coffin or casket;
- the coffin or casket and enclosed remains conform to our cargo requirements;
- a full executed copy of the death certificate of the deceased is provided; and
- any other paperwork that the authorities for the countries of departure, entry and/or stopover may require is provided.
It is your responsibility to meet all legal formalities for the carriage of human remains for the countries that you are travelling to and from are followed.
- If you have human remains (in the form of ashes) which you would like to request us to carry on your Flight please contact us at Flybe Contact Centre at least 48 hours before the scheduled departure time of your Flight on 0371 700 2000 (within the UK) or +44 (0)207 308 0812 (from outside UK). We may accept such remains for transport within the cabin of the aircraft provided:
- the remains are securely packaged within an appropriate sealed container (this includes urns and scatter tubes) that conforms to our cabin baggage restrictions – more information is available here;
- a full executed copy of the death certificate and cremation certificate is provided;
- any other paperwork that the authorities for the countries of departure, entry and/or stopover may require is provided; and
- you tell our handling agents at the airport when you check-in that you have human remains in your cabin baggage.
It is your responsibility to meet all legal formalities for the carriage of human remains for the countries that you are travelling to and from are followed.
8. SCHEDULES, DELAYS, CANCELLATION OF FLIGHTS AND DENIED BOARDING
- The flight times shown in timetables may change between the date of publication and the date you actually travel. We do not guarantee them to you and they do not form part of your contract with us.
- Before we accept your booking, we will tell you of the scheduled flight time in effect as of that time, and it will be shown on your Ticket.
- If we need to change the time of your Flight after we have issued your Ticket we will make reasonable efforts to contact you using the details you gave at the time of Booking. If we only have the Lead Passenger or Booker’s details we will contact them and they in turn undertake to tell all other Passengers/members of the group.
- If, after you buy your Ticket, we make a significant change to your scheduled flight time which is in excess of 2 hours which is not acceptable to you, and we are unable to book you on an alternate flight which is acceptable to you, you will be entitled to a refund for the Involuntary Cancellation, significant change or delay as set out in clause 8.2.
- If we have to make a schedule change as described above, we offer a 48 hour cooling off period for you to change your mind.
- We try to avoid delay to your Flight and carrying your Baggage where we reasonably can.
- We will not be liable in any way for errors or omissions in our timetables or other published schedules or for representations made by employees, agents or our representatives as to the dates or times of departure or arrival or as to the operation of any flight unless we have been proven to be negligent in producing them or acted with wilful misconduct when we published them.
8.2 Cancellation and Long Delays
- We will try not to cancel your Flight and in exceptional circumstances we may arrange for an alternative carrier and/or aircraft to cover your Flight on our behalf rather than us having to cancel it.
- If we have to cancel your Flight we will give you the choice to:
- re-book your flight (with us at a different date and time); or
- refund your flight.
- If your Flight is cancelled then we provide compensation and assistance to you as set out in with Regulation EU 261. More details are available here. What you are entitled to receive depends on the length of distance of your journey and whether any extraordinary circumstances caused the cancellation.
- If we take the decision to withdraw or cancel a particular route, we will try to re-book you onto a flight with another carrier operating the route, if one is available, unless you tell us not to. If this is not possible then we would offer you a refund.
- If your Flight is delayed, we will provide you with compensation and relevant help (for example; phone calls, meals and accommodation). We must do this by law under Regulation EU 261.
- The help we provide will be in proportion to the length of the flight (in distance) and the delay (in hours), and we will only provide it if it does not delay the flight further.
- What help you are entitled to receive depends on the distance of your journey and whether any extraordinary circumstances caused the cancellation. For more information on how we look after you if there is a delay or cancellation please click here.
- If your Flight is delayed by more than 5 hours you can:
- reschedule onto another flight from the same departure point or a nearby departure point as soon as one is available; or
- cancel your flight and request a refund.
- If your flight is delayed 3 hours or more and you are travelling on a same day return with Flybe, you can:
- reschedule onto another flight from the same departure point or a nearby departure point as soon as one is available; or
- cancel your flight and request a refund.
- You will not be entitled to rebook or a refund or compensation for delay or cancellation if:
- you did not check-in on time; or
- you did not meet our boarding requirements; or
- we have refused to carry you.
- We may not have to pay you compensation if we can show that the delay or cancellation of your Flight was caused by extraordinary circumstances which could not have been avoided if all reasonable measures had been taken by us. In any case, our liability for Damages to you in the event of a delay is limited to a maximum of 4,694 Special Drawing Rights.
- We are not liable to you for Damages for delay if we can prove that we and/or our agents took all reasonable measures to avoid the Damage occurring or that that it was impossible for us or our agents to take such measures.
8.3 Denied Boarding
- Sometimes we may deny you boarding. We might need to do this even if you:
- have a valid Ticket and Booking,
- met the Check-In deadline, and
- you met our boarding requirements; and
- we have not refused to let you travel for reasons shown in clauses 6 or 10.
- We will try to avoid denying you boarding by asking you and other passengers on the Flight to volunteer to move to another flight instead, or give up the confirmed reservations in exchange for benefits.
- If you are an unaccompanied minor, disabled person, a person with reduced mobility or a person accompanying a disabled or person with reduced mobility, we will not deny you boarding against your will unless unavoidable.
- If we have to deny you boarding against your will and:
- you hold a confirmed reservation for the Flight;
- you met the Check-in Deadline;
- you met our boarding requirements; and
- you have not been refused boarding by us for reasons shown in clauses 6 or 10;
you will be entitled to assistance and compensation. What you are entitled to receive will be in reasonable proportion to the length of the flight (in distance) and the delay (in hours).
We will give you the choice to:
- re-book your flight (with us at a different date and time); or
- refund your flight.
8.4 No Further Liability
- Any claims for Baggage should be dealt with under clause 15.
- Other than claims for Baggage, we have no further liability to you for delay, cancellation or disruption other than as stated in this clause 9. These are the sole rights and remedies available to you.
- We believe this meets the requirements of European Union Council Regulation 2027/97 (as amended by European Union Council Regulation 889/2002), the Warsaw Convention or the Montreal Convention, unless a court proves otherwise.
9.1 Entitlement to Refund
- We will refund a Ticket or any unused portion, depending on the fare rules, Ticket Type and Tariff.
- Any refund due will be made to the person who can prove they paid for the Ticket. If you hold yourself out as the person to whom the refund may be made and you give us the Ticket or unused Flight Coupons we will have no further liability in respect of the refund to you or any other person who may claim to be due the refund.
- Except in the case of a lost Ticket, refunds will only be made if you give us your Ticket and all unused Flight Coupons.
- Subject to the remainder of this clause 9, if you have a Just Fly Ticket Type these are non-refundable tickets you will not be entitled to a refund of any monies paid for flights or optional services save that you may apply for a refund of Air Passenger Duty providing you pay the Tax Redemption Fee.
- Subject to the remainder of this clause 9, if you have a Get More Ticket Type you may cancel your booking by calling our contact centre within opening hours within 24 hours of making the original booking provided that you may not cancel it within two hours before the scheduled departure time of the flight. If you cancel in this manner you will receive the refund which will include any Air Passenger Duty less the cancellation fee. For more information see our Tariffs page. You will not be charged a separate Tax Redemption Fee if you cancel the ticket in this way.
- Subject to the remainder of this clause 9, if you have an All-In Ticket Type you may cancel your booking by calling our contact centre within opening hours within 24 hours of making the original booking provided that you may not cancel it within two hours before the scheduled departure time of the flight. If you cancel in this manner you will receive the refund in full which will include any Air Passenger Duty due. No cancellation fees apply to this ticket type. No additional Tax Redemption Fee will apply to this cancellation type. For more information see our Tariffs page.
- Any cancellations that are made over 24 hours after the original booking was made are non-refundable. Save that if your ticket is not used you may be able to claim a refund of any unused taxes, namely Air Passenger Duty, providing you pay the Tax Redemption Fee.
9.2 Involuntary Cancellations, significant changes or significant delays – refunds
- cancel a flight (an “Involuntary Cancellation”),
- make a significant change to a flight schedule which is not acceptable to you,
- delay the Flight by 5 hours or more from the scheduled departure,
- fail to stop at your destination or Stopover,
- cause you to miss a connecting onward flight on which you hold a Through Fare, the amount of the refund payable will be the fare paid for the unused portion of the Ticket. If you are on an interline ticket flying point to point, then your refund will be for the unused portion of the Ticket and not less than the difference between the fare paid and the fare for which the Ticket has been used.
Further details are available here.
9.3 Voluntary cancellations – refunds
- If you decide you want to cancel your travel this is called a voluntary cancellation. If you do this then you are entitled to a refund as your Ticket Type allows. More information is available here.
- If a refund is due according to your Ticket Type the refund is payable on the portion of your Ticket that is unused, and will be an amount equal to the fare paid less an administration charge to cover service charge and cancellation fees. If a portion of your Ticket has been used, an amount equal to the difference between the fare paid and the fare for travel between the points for which the Ticket has been used, less an administration charge to cover service charge and cancellation fees is payable. For more information on the fees see here.
9.4 Refund on lost ticket
- If you lose your Ticket or a portion of it we will refund you provided you:
- prove you paid for it;
- give us evidence of how you lost it;
- have not used the Ticket, or the portion of it you are claiming for, to travel;
- have not previously had a refund or replacement for the Ticket or the portion of it you are claiming for (unless we or a third party replaced it or refunded it due to our negligence);
- pay an administration charge to cover the cost; and the validity period for the Ticket has passed.
- If you are receiving a refund, you undertake, to repay to us the amount refunded in the event of fraud and/or to the extent that the lost Ticket or portion of it is used by a third party (except where any fraud or use by a third party resulted from our own negligence).
- If we or our Authorised Agent lose your Ticket or a portion of it, we will be responsible for any loss.
9.5 Right to refuse a refund
We may refuse a refund if:
- you apply for a refund after the date you were due to fly;
- if we agreed to extend your Ticket and you apply for a refund after your extended Ticket validity has expired;
- you give us a Ticket, or give it to Government officials, to show you are going to leave a country but you decide to stay on in the country unless you prove to our satisfaction you have permission to remain in the country, or that you have another means of transport to leave the country;
- if we have refused to carry you;
- if we removed you from the aircraft en route;
- if the Ticket Type bought does not meet the refund eligibility criteria.
We reserve the right to make a refund in the same manner and the same currency used to pay for the Ticket.
9.7 By whom ticket refundable
Voluntary refunds will be made only once authorised and only by the carrier which originally issued the Ticket or by its Authorized Agent.
9.8 Checked Baggage Fees and Other products
Save in the event of an Involuntary Cancellation by us, Checked Baggage and additional product fees are non-refundable once paid. If you choose to cancel your Booking or if you choose to fly but do not check-in the baggage or take advantage of the additional products you booked you are not entitled to a refund. In the event that we have an Involuntary Cancellation of the Flight we refund the Checked Baggage and additional product fees.
10. CONDUCT ABOARD AIRCRAFT AND RIGHT TO REFUSE CARRIAGE
- If, in our reasonable opinion, you conduct yourself aboard the aircraft so as to:
- endanger the aircraft or any person or property on board, or
- obstruct the crew in the performance of their duties, or
- fail to comply with any instructions of the crew including but not limited to those with respect to smoking, alcohol or drug consumption which allows your physical or mental state to be affected, or commit a criminal offence, or
- behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, or
- make a hoax bomb or other security threat, or use of electronic devices when we have told you that they are not allowed, or
- threaten abuse or insult the crew or other passengers, or
- operate portable radios, electronic games or transmitting devices including radio controlled toys and walkie-talkies without our permission to do so (you can of course use hearing aids and pacemakers used for health reasons), or
- behave in a way which causes discomfort inconvenience damage or injury to the crew or other passengers, we may take such measures as we deem reasonably necessary to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward carriage at any point, and may be prosecuted for offences committed on board the aircraft.
When the aircraft lands we may decide to: make you leave the aircraft; refuse to carry you on the remaining sectors of the journey stated on your ticket; and report to the relevant authorities with a view to them prosecuting you for any criminal offences you may have committed.
10.2 Payment of diversion costs
If, as a result of conduct as described in clause 10.1, we decide to divert the aircraft for the purpose of offloading you, you must pay all reasonable and proper costs resulting from that diversion.
11. ARRANGEMENTS FOR ADDITIONAL SERVICES
11.2 We will have no liability to you for these additional services except for negligence on our part in making such arrangements.
12. TRAVEL DOCUMENTS, ENTRY REQUIREMENTS, CUSTOMS INSPECTION & SECURITY SCREENING
- You must get all the health documents, travel documents, photographic ID, and visas you need and keep to all laws, regulations, orders, demands and travel requirements of countries you are travelling to or from, or stopping off in.
- We will not be liable for the consequences to you or any Passenger on your Booking resulting from a failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
- We will not be liable for any help or information given to you by us any agent or employee of ours about obtaining any such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions whether given in writing or otherwise. It is your sole responsibility to comply.
12.2 Travel documents
Before you travel, you must have all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to see them and to take and retain copies of them. We reserve the right to refuse to let you travel if you have not complied with these requirements, or your travel documents do not appear to be in order.
12.3 Refusal of entry
If you are denied entry into any country, you are responsible for paying any fine or charge assessed against us by the Government concerned and for the cost of transporting you from that country and any detention costs we are charged and any other costs we reasonably pay or agree to pay. We will not refund the fare you already paid for your journey to the point of refusal or denied entry.
12.4 Passenger responsible for fines, detention costs, etc.
If we are required to pay any fine or penalty or incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the required documents, you must reimburse us on demand, any amount so paid or expenditure so incurred. We may the value of any unused portion of your Ticket, or any of your funds in our possession towards such payment or expenditure.
12.5 Customs inspection
If customs or other Government officials want to check your Baggage you are required to be present at such inspection. If any loss or Damage is suffered by you to your person or your Baggage during such inspection or through your failure to comply with this requirement we won’t be liable to you in any way.
12.6 Security inspection
You must go through all security checks required or requested by Governments, airport officials, carriers or by us for you or your Baggage.
12.7 Removal of items from your Baggage by authorities
In the unlikely event of an incident on-board involving your personal items (for example if electrical items you have on-board in the cabin or hold start to smoke) it may be necessary for us to remove and/or contain the effected items to reduce any risk to other passengers the crew and the aircraft. You agree that we may do so. You also confirm that we can pass details about such items and your name and contact details and passport number to any authorities who require them.
13. SUCCESSIVE CARRIERS
If you are travelling with us and with other carriers under one Ticket, or on what is called a Conjunction Ticket, this is regarded as a single operation for the purposes of the Convention. However, our liability to you may vary depending on who the carrier is for the different journey legs, clause 15 explains more about this. In particular your rights relating to Baggage may be affected. You should carefully read clause 14.3 g which explains more.
14. LIABILITY FOR DAMAGE
- The liability of each carrier involved in your journey will be determined by its own conditions of carriage and rules or Carrier Regulations. This clause sets out the limits on our liability and summarise the liability rules apply by us under the Convention, our liability provisions are as follows below.
- We are only liable for damage occurring on our parts of your journey with us (our own line). If we issue a ticket or check Baggage over the lines of another carrier we do so only as agent for such other carrier.
- When you fly with us our liability to you depends on the rules of the Convention and also European Union Council Regulation No 2027/97 (as amended by European Union Council Regulation (EC) No 889/2002) unless we tell you otherwise. If a court determines that Applicable Law will override this clause 15 then we will be bound by its decision.
- Nothing in these Conditions waives any exclusion or limitation of our liability under the Convention or law unless otherwise expressly stated.
- Nothing in these Conditions waives any exclusion or limitation of our liability or any defence available to us under the Convention or law as against any public social insurance body or any person who is liable to pay compensation or has paid compensation in respect of the death, wounding or other bodily injury of a Passenger.
- We are not liable for any Damage arising from our compliance with any Applicable Law, or Government regulations, orders or requirements, or from your failure to comply with the same.
- Except as may be specifically provided otherwise in these Conditions or by Applicable Law, we will be liable to you only for recoverable compensatory damages for proven losses and costs under the Convention.
- The contract of carriage, including these Conditions and exclusions or limits of liability, applies to our authorised agents, servants, employees and representatives and any person or entity whose aircraft is used by us and such person or entity’s agents, employees and representatives to the same extent as it and they apply to us. The total amount recoverable from us and from such authorised agents, employees, representatives and persons will not exceed the amount of our own liability, if any.
- For any claims made against us we are not liable for punitive, indirect or consequential damages.
- Any exclusion or limitation of liability will apply to us and our agents, employees and representatives and any person whose aircraft we use or their agents, employees and representatives.
14.2 Death of or injury to passengers
- Our liability for proven damages sustained in the event of death, wounding or any other bodily injury by a Passenger in the event of an accident will be limited according to the Convention limits and Applicable Law and as set out in this clause 14. Please note that there are no financial limits to the liability for passenger injury or death. For damages up to 113,100 Special Drawing Rights we cannot contest claims for compensation. Above that we can defend our self by proving we were not negligent or otherwise at fault.
- In the unlikely event of an incident on board our aircraft or in the course of an operations embarking or disembarking:
- we are liable for damages up to the equivalent of 113,100 Special Drawing Right for each passenger, we will not exclude or limit our liability;
- if we prove that the damage was caused by, or contributed to by, the negligence or other wrongful act or omission of the injured or deceased Passenger or the person claiming compensation, we may be let off wholly or partly from our liability under Applicable Law. To the extent that damages under this clause may exceed 113,100 Special Drawing Rights they will be reduced accordingly if we prove that the damage was not due to the negligence or other wrongful act or omission of us or our authorised agents or that the damage was solely due to the negligence or other wrongful act or omission of a third party;
- we have insurance for Damages up to an equivalent of 113,100 Special Drawing Rights as we are required to do so under clause 7 of Council Regulation (EEC) 2407/92, and after that up to a reasonable level;
- if a passenger is killed or injured and we are the air carrier we must make an advance payment to you. This advanced payment must be made to you no later than fifteen Days after your identity and entitlement to compensation is established. Such advance payment is designed to meet your immediate economic needs on a basis proportionate to the hardship suffered. In the event of death, an advance payment will not be less than the equivalent of 16,000 Special Drawing Rights per passenger;
- you agree that an advance payment does not constitute recognition of liability. An advance payment may be offset against any subsequent sums paid on the basis of our liability. An advance payment is not returnable, except in circumstances where it is subsequently proved that the person received the advance payment caused, or contributed to, the Damage by negligence or was not the person entitled to compensation.
- If a passenger is carried whose age or mental or physical condition is such as to involve any hazard or risk to himself or herself, we won’t be liable for any illness, injury or disability, including death, attributable to such condition or for the aggravation of such condition.
- Nothing in these Conditions excludes or limits, or intends to exclude or limit: (a) liability for death or personal injury caused by our negligence or by our fraud or fraudulent misrepresentation; (b) liability that cannot be excluded or limited by Applicable Law.
14.3 Baggage liability for damage
- We will only be liable for Damage to Baggage if such Damage is proven to be caused by our negligence or the negligence of our agents unless: we can prove that we and our agents took reasonable measures to avoid the Damage or it was impossible for us or our agents to take such measures; or if before starting the journey you, the Passenger, made a special declaration of interest limited to a certain amount in respect of the Baggage. To be effective such declaration MUST have been made before the Check-In Deadline. In these cases the limit in that special declaration of interest applies.
- If you have a claim for Damage, delay or loss, we will check your case and may use the defence that you contributed to the loss or Damage or delay yourself by contributory negligence. This is a defence available under the Convention and could reduce our liability to you. If we ask you to move your Unchecked Baggage to become Checked Baggage it is your responsibility to remove essential items or items listed in clause 7.4. If you do not then you may be shown to have contributed to their loss, Damage or delay. In any case if you are shown to have contributed to the Damage or been negligent in care for the Baggage or its contents our liability will be limited according to Applicable Law and you may be liable for a contribution towards such Damage.
- If we are not negligent we will not be liable for any Damage to Unchecked Baggage. If we or our agents are proven to be negligent then we will be liable up to the maximum proven value of the contents of the Unchecked Baggage.
- For Checked Baggage our liability is limited to proven Damages up to a maximum of 1,131 Special Drawing Rights per Passenger (converted into the appropriate national currency as at the date of judgment or settlement).
- We are not liable for any Damage caused by your Baggage. You are responsible for any Damage caused by your Baggage to other persons or property, including our property. You indemnify us for all loses and expenses incurred by us a result of the same.
- We are not liable in any way whatsoever for Damage to or loss of items which are articles not allowed to be contained in Baggage under clause 7.3 and clause 7.4, including fragile or perishable items and items having a special value.
- If you have a claim for Checked Baggage and you are travelling with other carriers under one Ticket or a Conjunction Ticket, you may make a claim against the first or last carrier.
You should make sure that you have adequate insurance cover for your entire travel including the Flight and Baggage and to cover its value and contents. A Booking is not covered by any scheme of financial protection.
15. CLAIMS PROCESS
15.1 Notice of claims
In the unlikely event that something goes wrong and you need to make a claim, you need to tell us about it according to the process below:
- If you have a claim relating to Checked Baggage then follow 15.2.
- If you have a claim relating to Regulation EU261 then follow 15.3.
15.2 Baggage claims
- If you wish to file a claim or action relating to Checked Baggage the following time limits apply:
- for Damage to Checked Baggage you must contact our agents at K2 Global Limited, Unit A, Boyn Valley Industrial Estate, Boyne Valley Road, Maidenhead, Berkshire SL6 4EJ, and complain as soon as possible and in any case within seven (7) Days of the date the Baggage was placed at your disposal their phone number is 08448809992 or their email is [email protected] this is to make a complaint in writing (either by phone call transcription or by writing to them directly);
- in the case of delay to Checked Baggage, once you have followed the process in clause 7.11, you must write and complain as soon as possible and in any case within twenty-one (21) Days of the date on which the Baggage was placed at your disposal. In the unlikely event that your Baggage is still missing after 21 Days then please send a copy of your PIR, booking confirmation, and a full list of contents together with the value and age of the items and where possible original receipts for the contents. You can contact our Flybe Baggage Claims Department at 5 The Enterprise Centre, Kelvin Lane, Crawley, West Sussex, RH10 9PT, or email [email protected] or call +44 (0)1293 426553.
- Accepting the Checked Baggage by the bearer of the Baggage Identification Tag, without complaint at the time of delivery, is clear evidence that it has been delivered in good condition and as set out in these Conditions.
- We will not be liable for normal wear and tear of Baggage such as scratches, scuffs, dents and cuts. Further details are available in our Baggage terms here.
15.3 Regulation EU261
- Claims for compensation under Regulation EU261 must be made by you direct to Flybe in the first instance.
- You agree to contact Flybe about any claim via our Customer Relations Team yourself before starting any claim in the courts and before getting any third party to act on your behalf. The purpose of this clause is not to fetter your right to legal recourse through the courts, tribunal or any form of alternative dispute resolution. Rather this is to check that the quickest and most cost effective route for both parties is attempted first. This will save both you, us and the civil courts time and money. You agree to give us 28 Days to come back to you directly with an initial response (or such time as prescribed by Applicable Law (whichever is the lesser).
- If you are under 18 years of age or lack the legal capacity to submit a claim yourself then a legal guardian may submit a claim to us on your behalf. We may ask for proof that the legal guardian does have authority to act on your behalf in these circumstances.
- If you are one of a number of Passengers on a Booking, you may represent all the other Passengers provided that you get their written authority to do so and present that proof to us when making a claim.
- You can consult any legal or other third party advisers you like before submitting your claim.
15.4 Limitations of action – any claims
- In order for us to consider your claim or action you must bring it within (2) two years of the date of arrival at destination; or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped if not you will not have any right of claim against us. This is the general limitation period. However, for Regulation EU261 claims you must bring your claim or action within (6) six years of the date of scheduled date of arrival of the Flight.
- You agree to contact Flybe about any claim via our Customer Relations Team before starting any claim in the courts. The purpose of this clause is not to fetter your right to legal recourse through the courts, tribunal or any form of alternative dispute resolution. Rather this is to check that the quickest and most cost effective route for both parties is attempted first. This will save both you, us and the civil courts time and money. In return we will endeavour to reply to your request within 28 Days.
- If you have a complaint, we’re sorry to hear this. Please do contact our Customer Relations team click here for details. If you are still unhappy you can refer your matter to our alternative dispute resolution provider within 12 months of our final response to you for them to have a look at it. Flybe is signed up to, and is willing to submit itself to, the services of AviationADR, Consumer Dispute Resolution which is approved by the Civil Aviation Authority to provide dispute resolution services and an independent view of complaints in relation to the Consumer Disputes (Competent Authorities and Information) Regulations 2015. AviationADR can be contacted via their website www.aviationadr.org.uk, or by completing a paper form which you can obtain from them via the telephone +44 (0) 203 540 8063 or email [email protected] , or, you may use the online dispute resolution. platform operated by the European Commission that is now available to help access Alternative Dispute Resolution (ADR) for complaints: Online Dispute Resolution.
16. OTHER CONDITIONS
16.1 Our Regulations
- When we carry you and your Baggage you must obey our Regulations. These concern amongst other things: the carriage of unaccompanied minors, pregnant women, passengers with limited mobility or a disability, or sick passengers; restrictions on use of electronic devices and items; and the on-board consumption of alcohol; limits on the measurements, size and weight of baggage; forbidden items in Baggage; carrying animals, human remains, or other unusual items. A copy of any of these Regulations is available from us upon request.
16.2 Overriding law
- English law governs these Conditions, the carriage we provide to you and any Baggage you have, any dispute relating to the same, and the English courts have exclusive jurisdiction unless the Applicable Law is so strong it is determined by a court that the Applicable Law applies to you instead.
- If a court of law determines any part of these Conditions is invalid or inconsistent under any Applicable Law, the other provisions remain valid and still apply to you.
16.3 Conditions prevail over other Regulations
Except where these Conditions say otherwise, if these Conditions are inconsistent with our flight information (on our website), or passenger charter, or any other rules, regulations or conditions we may have, these Conditions apply.
16.4 Validity of these Conditions
If one of these Conditions is invalid, the other Conditions remain valid.
16.5 Interpretation of these Conditions
The title of each part of these Conditions it to help your ease of reading and should not be used for interpretation of the text
As you read these conditions, please note that: "We", "our" "ourselves" and "us" means Flybe Limited.
"Agreed Stopping Places" means places we are scheduled to stop at between your place of departure and destination as set out in your Ticket or in our timetable;
“Air Passenger Duty” means the excise duty imposed by Her Majesty’s Revenue and Customs which is charged on the carriage of passengers flying from a United Kingdom or Isle of Man airport on an aircraft that has an authorised take-off weight of more than 5.7 tonnes or more than twenty seats for passengers;
"Airline Designator Code" means the two characters or three letters which identify particular air carriers;
“Applicable Law” means all laws, statutes, regulations, edicts, bye-laws, mandatory codes of conduct and mandatory guidelines, including the Convention, which apply to the Booking, the carriage and any other services we provide to you under these Conditions.
“Assistance Dog” means a dog (including guide dogs) trained by a recognised dog training organisation approved by Assistance Dogs UK/Animal Health (DEFRA).
"Authorised Agent" means a passenger sales agent whom we have appointed to represent us in the sale of air transportation on our services.
"Baggage" means articles, effects and other personal property accompanying you in connection with your trip. Unless otherwise specified, it consists of both your Checked and Unchecked Baggage.
"Baggage Identification Tag" means the tag or portion of your Ticket which is issued solely for identification of Checked Baggage;
“Baggage Regulations” means the rules and requirements of Flybe relating to Baggage as updated from time to time and shown on the webpage and sub-webpages here https://www.flybe.com/baggage and here /baggage/baggage-terms/
“Booker” means the person who acts as agent for all Passengers in the Booking and makes the Booking in their own name or in their name and other Passenger’s names, including a large number of Passengers.
“Booking” means a booking made by you or on your behalf to buy a Flight and/or additional services which is accepted by us as set out in these Conditions.
“Booking Reference” means the alphanumeric designator we give you to identify your Booking and to confirm each Flight reservation made by you or on your behalf.
“Carrier” means the air carrier issuing the ticket on all air carriers that carry or undertake to carry the passenger and/or baggage thereunder.
“Carrier Regulations” means rules and conditions of carriage, other than these Conditions, published by a Carrier in effect on the date your Ticket is issued and which cover the carriage of passengers and/or baggage and include any tariffs in force.
"Checked Baggage” means Baggage of which we take custody for upon Check-In as set out in clause 7.2 and for which we have issued a Baggage Identification Tag.
"Check-In Deadline" means the time limit specified by the airline by which you must have completed check-in formalities and received your boarding pass.
“Conditions” means these terms and conditions of carriage which tell you information about us and set out the legal terms and conditions on which we contract with you either directly or with the Booker on your behalf to buy a Flight and includes those statements and notices contained in or delivered with your Ticket.
“Confirmation Document” means the confirmation page, Booking Reference, email and/or letter from us to you (as detailed in clause 2.1.5) setting out the details of your Booking and any special terms and conditions which apply to your Booking;
"Conjunction Ticket" means a Ticket issued to you with relation to another ticket issued by us or another carrier which together constitute a single contract of carriage;
"Convention" means whichever of the following applies to you on your journey, which will depend on the Ticket you bought, the air carrier for your journey, and the country in which you bought your ticket amongst other things, there is a handy list here:
- the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (the “Warsaw Convention”);
- the Warsaw Convention as amended at The Hague on 28 September 1955;
- the Warsaw Convention as amended by Additional Protocol No. 1 of Montreal (1975);
- the Warsaw Convention as amended at The Hague and by Additional Protocol No.2 of Montreal (1975);
- the Warsaw Convention as amended at The Hague and by Additional Protocol No.4 of Montreal (1975);
- the Guadalajara Supplementary Convention (1961);
- The Convention for the Unification of Certain Rules for International Carriage by Air, signed at Montreal, 28 May 1999 (the “Montreal Convention” (1999))
"Damage/s" includes death, wounding, or bodily injury to a Passenger or loss, partial loss, theft or other damage to baggage, arising out of or in connection with carriage on flights we operate or other services we provide.
"Days" means calendar days, including all seven days of the week; provided that, for the purpose of notification, the day upon which notice is dispatched will not be counted. For the purpose of determining validity of a Ticket, we will not count the day on which the Ticket was issued, or the first flight commenced.
“Flight/s” means a single flight operated by Us or another operating airline as set out in clause 2 from one airport to another airport.
"Flight Coupon" means that portion of the Ticket that bears the notation "good for passage," and indicates the particular places between which you are entitled to be carried on the particular flight identified on it;.
"Force Majeure" means unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised;
“Involuntary Cancellation” means a cancellation of a Flight by us;
"Passenger/s" means any person, except members of the crew, carried or to be carried in an aircraft pursuant to a Ticket. (See also definition for "you", "your" and "yourself");
“Passenger Assistance” means the additional services we offer to Passengers requiring assistance at the airport due to disability or a medical condition;
“PIR” Property Irregularity Report detailing lost, delayed or damaged Baggage containing full contact details and address where staying and home address, at least 5 identifiable items within the Baggage and any other distinguishing features of the Baggage;
“Regulation EU 261” means Regulation (EC) 261/2004 on the compensation of passengers in the event of denied boarding, cancellations and long delay of flights;
"Special Drawing Rights" or “SDRs” are an international unit of account, defined by the International Monetary Fund, based upon the values of several leading currencies. The currency values of the Special Drawing Right fluctuate and are re-calculated each banking day;
"Stopover" means a scheduled stop on your journey, at a point between the place of departure and the place of destination;
"Tariff" means the published fares, charges and/or related conditions of carriage of an airline filed, where required, with the appropriate authorities;
“Tax Redemption Fee” means the administration charge levied per person per sector for processing a tax redemption which is applied in the 24-hour Refund Policy as set out on the Refunds and Tariffs page;
“Through Fare” means a single ticket for a passenger’s continuous journey that involves connecting transportation on two or more flights, where baggage is checked in at departure and only collected at the ultimate destination.
“Ticket Type” means the different Tickets offered for sale which have different rules and restrictions associated with them, these are Just Fly; Get More and All-In or such other types as may be introduced from time to time;
"Ticket" means the ticket issued by us or on our behalf which includes the Conditions, notices and Coupons and may also include the Baggage Identification Tag;
"Unchecked Baggage" means any of your Baggage other than Checked Baggage.
“Website” means the internet site www.flybe.com provided by us to allow you to book online;
“Voluntary Cancellation” where you cancel your Booking;
"You", "Your" and "Yourself" means any person, except members of the crew, carried or to be carried in an aircraft pursuant to a Ticket. (See also definition for "Passenger").