ARTICLE 1 – DEFINITIONS
“We“, „our“, „ourselves“ and „us“ means Trade Air Ltd, Vladimira Nazora 5, 10410 Velika Gorica, Croatia.
“You”, “your” and “yourself” means any person, except members of the crew, carried or to be carried in an aircraft with our consent. (See also definition for “Passenger”).
“AIRLINE DESIGNATOR CODE” means either the two letter code „C3“ or three letter code „TDR“ which identify us as an Air Carrier.
“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 your personal property accompanying you in connection with your flight. Unless otherwise specified, it consists of both your Checked and Unchecked Baggage.
“BAGGAGE INDENTIFICATION TAG” means a document issued solely for identification of your Checked Baggage.
“BOARDING PASS” means the document entitled “Boarding Pass” printed prior each flight which may be issued by our handling agent at an airport served by us.
“CHARTER AGREEMENT” means the agreement entered into between the Charterer and the Carrier regarding one or more flights to be performed by the Carrier for the Charterer.
“CHARTER FLIGHT” means flight by an aircraft chartered for a specific journey, not part of an Carrier regular schedule
“CHARTERER” means the legal person/persons or entity/entities that enters/enter into a Charter Agreement with the Carrier as solidary charterers.
“CHECK-IN DEADLINE” means the time limit specified by us by which time you must have obtained your Boarding Pass and, where applicable, completed any visa/document checks, paid any Checked Baggage fees (if applicable) and and/or excess baggage charges and deposited your Checked Baggage.
“CHECKED BAGGAGE” means Baggage of which we take custody and for which we have issued a Baggage Identification Tag.
“CONDITIONS OF CARRIAGE“ means these General Conditions of carriage for passengers and baggage.
“CONDITIONS OF CONTRACT” means those statements contained in or delivered with your Ticket or Itinerary/Receipt, identified as such and which incorporate, by reference, these Conditions of Carriage and notices.
“CONVENTION” means whichever of the following:
The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (referred to below as 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 Montreal Convention (1999).
“DAYS” mean calendar days, including all seven days of the week; provided that, for the purpose of notification, the day upon which notice is dispatched shall 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.
“ELECTRONIC TICKET” means the Itinerary/Receipt issued by us or on our behalf, valid for travelling on Trade Air flight stated on that ticket.
“ECAA Agreement” means Agreement on European Common Aviation Area.
“EXTRAORDINARY CIRCUMSTANCES” includes circumstances that could not have been avoided even if all reasonable measures had been taken. Such circumstances may occur in cases of:
meteorological conditions incompatible with the operation of the flight concerned (fog, snow, storms, ice formation etc)
security risks and unexpected flight safety shortcomings (incl. technical aircraft problems, airport related problems such as runway closures and limitations, equipment malfunctioning etc);
political instability (civil unrest, curfews, war, warlike operations, etc.);
strikes that affect our operation;
Air Traffic Control problems and/or decisions.
“FARE“ means sum of tariffs and all other applicable charges including tax.
“ITINERARY/RECEIPT” means a document or documents we issue to Passengers travelling on Electronic Tickets that contains the Passenger’s name, flight information and notices.
”LAW” means the Law on Obligations and Proprietary Rights in Aviation (Official Gazette 132/1998 issued by state of Croatia).
“PASSENGER” means any person whom we have agreed to carry on a flight, as identified by means of the issue of a Electronic Ticket or in case of Charter flights by other means stated in the Charter Agreement.
“SDR“ or “SPECIAL DRAWING RIGHTS” 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 a certain amount of money charged by us for the transportation of passengers and their baggage on certain flight and class of transportation.
“TRANSFER AIRPORT“ means an airport where passengers have to change from one flight to another operated by the same or another carrier.
“TRANSIT AIRPORT“ means an airport where an aircraft has made a stopover, which was not specified in the Electronic ticket.
“UNCHECKED BAGGAGE” means any of your Baggage other than Checked Baggage.
“WEBSITE” means the internet site http://www.trade-air.com.
ARTICLE 2 – APPLICABILITY
Except as provided in Articles 2.3, 2.4 and 2.5, our Conditions of Carriage apply only on those flights, or flight segments, where our name or Airline Designator Code is indicated on the Electronic Ticket for that flight or flight segment. (See also definition of Airline Designator Code)
Trade Air Ltd organizes carriage only in accordance with these Conditions, and the modification thereof is possible only with our clear and unequivocal consent which is either drawn up in the form of a written agreement (i.e. Charter Agreement) or specified on an Electronic Ticket.
2.2 Charter operations
If carriage is performed pursuant to a Charter Agreement, these Conditions of Carriage apply only to the extent they are incorporated by reference or otherwise, in the Charter Agreement or the Electronic Ticket.
2.3 Code shares
On some services we may have arrangements with other carriers known as “Code Shares”. This means 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. If such arrangements apply we will advise you of the carrier operating the aircraft in advance.
2.4 Overriding law
These Conditions of Carriage are applicable unless they are inconsistent with applicable law in which event such law shall prevail.
If any provision of these Conditions of Carriage is invalid under any applicable law, the other provisions shall nevertheless remain valid to the extent that the remaining provisions are capable of standing without the provision ruled invalid.
All issues that are not provided in these Conditions of Carriage shall be resolved in compliance with the applicable legal acts of the Republic of Croatia including international conventions binding on Republic of Croatia.
2.5 Conditions prevail over other regulations
Except as provided in these Conditions of Carriage, in the event of inconsistency between, on the one hand these Conditions of Carriage, and on the other our flight information available on our Website, or any other regulations we may have, these Conditions of Carriage shall prevail.
ARTICLE 3 – TICKETS (SCHEDULED FLIGHTS)
The Electronic Ticket and these Conditions of Carriage together constitute the terms and conditions of the Contract of Carriage between passenger and us. These Conditions of Carriage can be found and are accessible in full on our Website.
Valid and fully paid Electronic Ticket is the confirmation of the our liability to provide carriage of a passenger and baggage.
We shall provide carriage only to the Passenger named on the Electronic Ticket, and same is required to produce appropriate identification and valid travel documentation in the form of passport and any visa or other documentation required to satisfy us and the relevant authorities for the journey passenger is undertaking.
A Electronic Ticket is not transferable.
The Electronic Ticket is, and remains at all times, the property of the issuing carrier.
The Electronic Ticket you have purchased is valid for transportation only as shown on the Electronic Ticket for the Passenger named, from the place of departure to the final destination on the date and flight number shown, unless otherwise expressly stated.
Electronic Ticket does not include ground transport between the airports or carriage within one airport.
If you wish to cancel the journey, change your flight or name, you must contact us in advance, in accordance with applicable ticket conditions of the fare you purchased.
Our name may be abbreviated to our Airline Designator Code, or otherwise as shown on the Electronic Ticket. Our address is Vladmira Nazora 5, 10410 Velika Gorica, Croatia.
Contact will be made with Passengers via the e-mail address, and occasionally by text message to the mobile number, as provided at the time of purchasing the Electronic Tickets in respect of schedule change(s), flight cancellation or general correspondence. Evidence of dispatch of the text message/e-mail will be deemed to be evidence of receipt. We shall not be held responsible if you haven’t provided the proper contact for communicating with you.
ARTICLE 4 – FARES AND CHARGES (SCHEDULED FLIGHTS)
4.1. Applicable fares
Applicable fares are those that are in effect on the date of the full payment of the Electronic Ticket. Should you change your itinerary or dates of travel, this may affect the fare that is to be paid.
We may increase the fare after you have made a payment in full, in order to take account of an increase in costs, provided that in such cases, you may cancel the Electronic Ticket and obtain, at your option, a full refund of the sums paid.
4.2. Taxes, fees and charges
Applicable taxes, fees and charges imposed by a government or other authority, or by the operator of an airport, shall be payable by you. At the time you purchase your Ticket, you shall be advised of all applicable taxes, fees and charges known to us, and most of these shall normally be shown separately on the Ticket. However, as the taxes, fees and charges imposed on air travel are constantly changing and can be imposed after the date of Ticket issuance you may be obliged to pay additional taxes, fees or charges, even after the Ticket has been issued. Similarly, in the event any taxes, fees or charges are abolished or reduced, which you have paid to us at the time of the issuance of the Ticket such that they no longer apply to you, or a lesser amount is due, you shall be entitled to claim a refund.
Fares and charges are payable in those currencies acceptable to us, at exchange rates determined by us at the time of ticket purchasing.
ARTICLE 5 – CHARTER OPERATIONS
5.1. Charterer obligations
The Charterer assumes all responsibility for ensuring that the passengers, their baggage and other freight (if any) to be transported are available at the departure airport no later than 90 minutes prior to the agreed departure time. A shorter clearance time must be specially agreed in writing. The Air Carrier is not liable for damages resulting from the late arrival of passengers or from delayed availability provision of baggage and other freight or goods.
The Charterer has the responsibility to inform the passengers regarding the particular provisions affecting passengers as these are listed in these Conditions of Carriage and additionally regarding those specific provisions contained in the Charter Agreement transferred to the Charterer, and is to make particular reference to the transportation limitations (i.e. unique baggage allowances, excess baggage conditions etc.) and exclusions listed in the Charter Agreement. The Charterer releases the Air Carrier which are caused by the failure of the Charterer to inform the passenger(s) regarding the above-named provisions.
The Charterer assumes all responsibility for ensuring via instruction of the passenger(s) that the passenger(s) comply with all regulations of the countries from which the flight originates, passes over or in which it lands and that the passenger(s) can present all entry and departure documents, health certificates and other official documentation that are required by the affected countries. The Air Carrier is not liable for damages resulting from the failure to observe or noncompliance with regulations or instructions.
5.2. Taxes, Customs, Penalties and Fines
All taxes, compensations or other duties charged by government, communal or other authorities or by airport companies in relation to the passenger(s) or to their utilization of services are to be paid in addition, as far as these are not included in the Charter Agreement.
The Air Carrier is entitled, nevertheless not obligated, to pay fees in advance and to make expenditures. The passenger(s) and the Charterer are individually and mutually liable to the Air Carrier for the restitution of such.
Should the Air Carrier be required to pay or deposit penalties or fines or other expenditures because a passenger does not comply with the regulations regarding entry or passage through the affected country or because the authority of the required certificates by such regulations is not properly on hand, the passenger(s) and the Charterer are individually and mutually liable for the restitution of such.
ARTICLE 6 – RESERVATIONS, CHECK-IN AND BOARDING
6.1. Ticketing time limits
If you have not paid the Electronic Ticket prior to the specified ticketing time limit, as advised by our Authorised Agent or us, reservation is considered cancelled.
6.2. Personal data
You understand that you have provided us with your personal data for the purposes of: making a reservation, purchasing a Electronic Ticket, obtaining ancillary services, developing and providing services, facilitating immigration and entry procedures, and making such data available to government agencies, in connection with your travel. For these purposes, you authorize us to retain and use such data and to share it in own offices, Authorized Agents, government agencies, other Carriers or the providers of the above-mentioned services.
We shall endeavour to honour advance seating requests, however, we cannot guarantee any particular seat. We reserve the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety or security reasons
Check-in times are different at every airport and we recommend that you inform yourself about these times and honour them. Your journey shall be smoother if you allow yourself enough time for check-in. Please note that we reserve the right to cancel the reservations of those Passengers who arrive at the check-in desk later than the times indicated. Check-in times may be obtained from us. Unless advised differently, the check-in deadline is 45 minutes prior to the planned departure. We will not be liable to you for any loss or expense you suffer if you fail to meet check-in deadlines.
You must be present at the boarding gate no later than the time specified by us when you check in. Please note that we reserve the right to cancel the reservations of those Passengers who fail to arrive at the boarding gate on time. We will not be liable to you for any loss or expense you suffer if you fail to be at the boarding gate on time.
You are solely responsible for complying with all laws, regulations, orders, demands and requirements of countries to be flown from, into or over and instructions given by us relating thereto. We shall not be liable in any way whatsoever to you in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, requirements or instructions, whether given orally or in writing or otherwise, or for the consequences to you resulting from your failure to obtain such documents or to comply with such laws, regulations, orders, demands, requirements or instructions.
ARTICLE 7 – REFUSAL AND LIMITATION OF CARRIAGE
7.1. Right to refuse carriage
In the reasonable exercise of our discretion, we may refuse to carry you or your Baggage if we have notified you in writing that we would not at any time after the date of such notice carry you on our flights. In this circumstance you shall be entitled to a refund.
We may also refuse to carry you or your Baggage if one or more of the following have occurred, or we reasonably believe may occur:
such action is necessary in order to comply with any applicable government laws, regulations, or others;
the carriage of you or your Baggage may endanger or affect the safety, health, or the comfort of other passengers or crew;
In light of the COVID-19 outbreak, this is especially the case if you refuse to undergo temperature checks at the airport (if those measures are implemented on the airport in question) or if you refuse to wear a face mask during boarding/disembarkation or on-board our aircraft. Some countries require passengers to wear surgical face masks at the airport and on-board the aircraft. It is each passenger’s responsibility to check local requirements before travelling. Children under 12 do not need to wear face masks. If you suffer from a medical condition that prevents you from wearing a face mask you are exempted from the face mask obligation on provision of a medical certificate attesting your condition
your mental or physical state, including your impairment from alcohol or drugs, presents a hazard or risk to yourself, to passengers, to crew, or to property;
you have committed misconduct on a previous flight, and we have reason to believe that such conduct may be repeated;
you have refused to submit to a security check;
you have not paid the applicable fare;
you do not appear to have valid travel documents, you may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, you destroy your documentation during flight or refuse to surrender your travel documents to the flight crew;
you present a Electronic Ticket that has been acquired unlawfully, has been purchased from an entity other than us or our Authorized Agent, or has been reported as being lost or stolen, is a counterfeit, or you cannot prove that you are the person named in the Electronic Ticket;
you present a Ticket that has been issued or altered in any way, other than by us or our Authorized Agent, or the Ticket is mutilated;
you fail to observe our instructions with respect to safety or security;
you have previously committed one of the acts or omissions referred to above.
7.2. Limitation of carriage
Acceptance for the carriage of unaccompanied minors, incapacitated persons, pregnant women, persons with illness or other people requiring special assistance is subject to prior arrangement with us. Passengers with disabilities, who have advised us of the disability and any special requirements they may have at the time of ticketing, and have been accepted by us, shall not subsequently be refused carriage on the basis of such disability or special requirements.
The carriage of minors without the escort of their parents or legal guardians is sometimes subject to a special request according to the laws or rules of the country of departure/arrival. It is solely the responsibility of parents or legal guardians to provide all requested documents for their children’s travel.
7.3. Fitness to travel
Prior to booking and boarding the aircraft for carriage you must be assured that you are medically fit to travel and fly. Whenever you are aware of a health condition you are obliged to seek professional medical advice before flying with us. It is your responsibility to ensure that all such precautions are in fact taken before, during and after your flight, and we may request for you to provide a medical letter confirming you are fit to fly.
Please refer to article 9 for more details on special categories of passenger.
ARTICLE 8 – BAGGAGE
8.1. Free baggage allowance
You may carry one piece of Unchecked Baggage and one piece of Checked Baggage free of charge (unless agreed otherwise in separate Agreements, i.e. Charter Agreement), subject to our conditions and limitations, which are available upon request from us or are published on our Website.
As a general guidance Unchecked Baggage shall not weight more than 8kg and sum of dimensions (height + length + width) shall not exceed 115 cm, preferably 55cm x 40cm x 20cm. Checked Baggage shall not weight more than 15kg for our Fokker 100 aircraft and 20kg for our Airbus 320 aircraft and sum of dimensions (height + length + width) shall not exceed more than 158cm.
However, Baggage dimensions and weight limitations will be shown on your Electronic Ticket or defined in the Charter Agreement as one depends on the aircraft type and routing.
8.2. Items unacceptable as baggage
items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the International Civil Aviation Organization (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 regulations (further information is available from us on request or available on our website);
items, the carriage of which, is prohibited by the applicable laws, regulations or orders of any state to be flown from or to;
items 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 in connection with, among other things, the type of aircraft being used. Information about unacceptable items is available upon request.
Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage only. Firearms must be unloaded with the safety catch on, and suitably packed. The carriage of ammunition is subject to ICAO and IATA regulations as specified above.
Weapons such as antique firearms, swords, knives and similar items may be accepted as Checked Baggage only, at our discretion, but shall not be permitted in the cabin of the aircraft.
You must not include in Checked Baggage: fragile or perishable articles, food, money, jewellery, precious metals, sunglasses, spectacles, musical instruments, computers, electronic devices (such as but not limited to computers, mobile phones, I-phones, I-pods, camera, video camera, portables, etc…), optical or photographic appliances, telecommunications equipment or appliances, negotiable papers, securities or other valuables, business documents, working tools which are or can be considered as valuable, passports and other identification documents, keys, samples, antiques, other valuable unique items, books or medicaments for personal use during travel.
If, despite being prohibited, any items referred above are included in your Baggage, we shall not be responsible for any loss or damage to such items.
8.3. Right to refuse carriage
We shall refuse to carry the items described in 8.2. as Baggage, and upon discovery we may refuse further carriage of any such items.
We may refuse to carry any item as Baggage that is reasonably considered by us to be unsuitable for carriage because of its size, shape, weight, content, character or for safety or operational reasons, or for the comfort of other passengers. Information about unacceptable items is available upon request.
We may refuse to accept Baggage for carriage unless it is in our reasonable opinion properly and securely packed in suitable packaging. Information about packing and packaging unacceptable to us is available upon request.
8.4. Right of search
For reasons of safety and security we may request that you permit a search, x-ray or other type of scan to be made of you and 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 8.2., or any firearms, ammunition or weapons which have not been presented to us in accordance with 8.2. If you are unwilling to comply with such a request we may refuse to carry you and your Baggage. In the event that an x-ray or other scan causes damage to you or your Baggage, we shall not be liable for such damage unless it is the result of our willful misconduct or negligence.
8.5. Checked baggage
Upon delivering us your Baggage that you wish to check in, we shall take custody of, it and issue a Baggage Identification Tag for each piece of your Checked Baggage.
Checked Baggage must have your name or other personal identification affixed to it.
Checked Baggage shall, 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. If your Checked Baggage is carried on a subsequent flight we shall deliver it to you where possible, unless an applicable law requires you to be present for customs clearance.
8.6. Unchecked baggage
We may specify the maximum dimensions for Unchecked Baggage that you can carry on to the aircraft. If we have not done so, the Baggage that you carry onto the aircraft must fit under the seat in front of you or in an enclosed storage compartment in the cabin of the aircraft. If your Baggage cannot be stored in this manner, or is of excessive weight, or is considered unsafe for any reason, it must be carried as Checked Baggage.
Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments), and which do not meet the requirements above, shall only be accepted for carriage in the cabin compartment if you have given us notice in advance and permission has been granted by us. You may have to pay a separate charge for this service.
8.7. Collection and delivery of checked baggage
You are required to collect your Checked Baggage as soon as it is made available at your destination or Stopover. Should you not 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 liability to you.
8.8. Baggage irregularities
This is the guidance to follow in case passenger baggage is mishandled. Although we will do everything in our power to transport your baggage on time and without any irregularities, they, unfortunately, can occur.
Types of Checked Baggage Irregularities:
Missing baggage (baggage delayed or lost at destination)
Pilferage (items missing from baggage)
Any kind of irregularity related to Checked Baggage noticed during baggage claiming has to be reported by the passenger to Trade Air handling agent at the Lost and Found Office (LL Office) at the airport of arrival.
ARTICLE 9 – SPECIAL CATEGORIES OF PASSENGERS
We can only carry your dogs and cats in the aircraft cabin, subject to our prior approval as per rules on specific aircraft type, and they shall be carried subject to the following conditions:
You must ensure that dogs and cats are properly crated and accompanied by valid health and vaccination certificates, entry permits, and other documents required by countries of entry or transit. If you fail to ensure this, they shall not be accepted for carriage. Such carriage may be subject to additional conditions specified by us, which are available on request.
If accepted as Unchecked Baggage, the animal, together with its container and food, shall not be included in your free Baggage allowance, but shall constitute excess baggage, for which you shall be obliged to pay the applicable rate.
Guide dogs accompanying Passengers with disabilities or dog trainers shall be carried free of charge in addition to the normal free baggage allowance, subject to conditions specified by us, which are available on request.
We are not responsible and we shall have no liability for injury to or the loss, sickness or death of an animal, or in the case that an animal shall not be allowed to enter or transit any state or territory.
9.2. Medical cases
In a number of cases, prior to the flight, a passenger has to present a doctor’s certificate which was issued not earlier than 7 days before the flight and confirms that the passenger is fit to fly. Such cases are as follows:
21 days ago a person had a heart attack;
10 days ago a person had an attack;
7 days ago a person delivered a baby;
a baby is less than 3 days old;
a passenger suffers from decompression illness;
14 days ago a person had a pneumonia;
a person cannot assume a sedentary position;
14 days ago a person had a head trauma;
a person has been pregnant longer than 28 weeks;
serious venous thrombosis;
serious mental illness (a passenger has to be carried by an accompanying person whose seat in the aircraft is near to his/her own);
a passenger has a contagious disease which may endanger other passengers and/or members of the aircraft operating crew;
a passenger has a disease which can become aggravated during the flight;
other circumstances that may endanger either the safety of the flight or the safety of passengers;
Passengers suffering from asthma are not required to have a doctor’s certificate, however 120 hours prior to the departure they have to inform us. A passenger’s own oxygen cylinder must be authorised for air travel to be carried in the aircraft cabin. Our prior approval is necessary. During the flight, a passenger is allowed to use an oxygen cylinder only under the supervision of the aircraft operating crew.
A passenger who suffers from diabetes is allowed to carry in the Unchecked Baggage the medicines that he/she may need during the flight.
Obese passengers have to book two seats and inform the aircraft operating crew about the necessity of an additional safety belt.
9.3. Carriage of Disabled Persons and Persons with Reduced Mobility
(Notice Pursuant to EC Regulation 1107/2006: Carriage of Disabled and Persons with Reduced Mobility)
We are committed to making it possible for people with disabilities, or those with reduced mobility (that is, difficulty getting on or off the plane, into or out of a seat, or moving around the cabin), to take our flights. There may be limitations due to safety regulations and circumstances such as the type of aircraft, the layout of the cabin, the total weight or number of passengers the aircraft can carry, the number of passengers crew members could manage to help in an emergency evacuation, and any other matters relating to emergency procedures. In exceptional cases, you may not be allowed to board the aircraft if this would put the aircraft, other passengers, the crew or yourself at risk. We your prior notification we will evaluate your particular situation to try to meet your needs as best as possible and advise you about any transport limitations that may apply to your specific case.
Disabled passengers and persons with reduced mobility in need of assistance have to inform us about this fact no later than 48 hours before the departure.
Disabled passengers and persons with reduced mobility are passengers whose mobility is restricted due to some physical disability, mental disability or disorder, or any other disability or age, and whose condition requires special attention of the Air Carrier. Assistance provided by the Air Carrier depends on the safety regulations, aircraft equipment and airport situation.
On the basis of the notification completed by a passenger, we provide the following assistance to disabled persons and persons with reduced mobility:
Assistance type WCHC
Passenger who needs help through the airport (departure and arrival), getting on and off the plane, and getting into and out of their seat on the plane.
Assistance type WCHS
Passenger who needs help through the airport (departure and arrival), and up and down the steps to the plane.
For passengers with learning disabilities
Assistance type (PETC)
Passenger who is travelling with a guide dog or assistance dog and who needs:
someone to walk with them through the airport (departure and arrival) to their seat on the aircraft; and
a separate safety briefing from cabin crew.
Assistance type BLND
Blind or partially sighted passenger who needs:
someone to walk them through the airport (departure and arrival) to their seat on the aircraft; and
a separate safety briefing from the cabin crew.
We do not accept STCR (a passenger who can only be transported on a stretcher in lying position) on our flights.
If you will be travelling with an electric wheelchair or mobility scooter, at least 48 hours before your flight you must tell us the make, model and weight of the wheelchair or scooter, and its height when it is collapsed. You must bring the operating instructions for the wheelchair or scooter to the airport. General conditions
The wheelchair’s or scooter’s battery must be a dry/gel battery or a lithium-ion battery. (Lithium-ion batteries cannot exceed a total of 300 watts. If your wheelchair or scooter has two lithium-ion batteries, each one must not exceed 160 watts.) The battery must be disconnected and the exposed terminals must be protected from short-circuiting.
The wheelchair’s or scooter’s key must be removed, or it must be deactivated using the joystick, an isolation switch or button, or another isolation mechanism (such as Anderson Connector or Airsafe plug).
When the wheelchair or scooter is collapsed it must fit our cargo hold doors size otherwise we are not able to accept it on a travel.
Wheelchairs and mobility scooters cannot be in the aircraft cabin
You recommend you get additional travel insurance to cover your mobility aids as our liability relating to them is limited under the Montreal Convention 1999.
9.4. Infectious diseases and skin conditions
All airlines can refuse to carry passengers with medical conditions that may get worse, or have serious consequences, during the flight. More information on this is given in the World Health Organization’s fitness to fly information.
If we have reason to believe that you could be suffering from an infectious disease or skin condition, or you have a visible skin condition, you may have to show a medical certificate or doctor’s letter to confirm that you are fit to fly.
If you have any of the following conditions, you must have a medical certificate confirming that you are fit to fly.
Rubella (At least four days must have passed since the rash appeared)
Measles (At least seven days must have passed since the rash appeared)
Mumps (The swelling must have gone down, which usually takes seven days but can take up to 14 days)
Chicken pox (At least seven days must have passed since the last spot appeared)
9.5. Pregnant Women
If you are 28 weeks (or more) pregnant, you must have a ‘fit to fly’ letter from your doctor. This letter should be dated no more than two weeks before your booked flight and shown to us as to release you for the flight you intend to fly. If you do not have this letter, we can refuse to carry you.
You cannot travel after the 36th week of your pregnancy, or the 32nd week if have complicated pregnancy or you are having twins, triplets or so on.
You can fly 7 days after giving birth, as long as there were no complications or surgery. If you had a Caesarean section, or you needed surgery, you cannot fly for at least 10 days and will need a fit to fly letter from you doctor.
9.6. Carriage of Children
For safety reasons, babies (aged 8 days to 24 months – Infants):
must sit on an adult’s lap using an infant seat belt provided by the cabin crew; or
can travel in their own seat if same is approved for air travel and only with prior notification to us.
The maximum number of infants an adult passenger is allowed to fly with is 2.
We do not provide baby seats.
Children from 24 month of age need a separate seat in an aircraft.
Children who travel without being accompanied by an adult:
Children under 5 years of age are not allowed to travel without being accompanied by an adult passenger;
Children from 5 to 12 years of age are allowed to travel without being accompanied by an adult passenger only provided that, prior to the flight, they are accompanied to the departure point by an adult, and the carrier receives a written confirmation which is made on a standard form and says that another adult will await the arrival of the child at the destination airport.
During the journey, such children (UM) receive the assistance at the place of departure and at the place of destination.
Children from 12 to 18 years of age are allowed to travel without being accompanied by an adult passenger. A child can receive the carrier’s assistance (MAAS) upon the parents’ written request.
Written request forms (UM/MAAS) for the accompaniment of children are available on request.
If a child travels without parents or a tutor, the child has to be provided with all necessary travel documents in accordance with the requirements of laws and regulations.
ARTICLE 10 – FLIGHT IRREGULARITIES
We undertake to use our best efforts to carry you and your baggage with reasonable dispatch and to adhere to published schedules in effect on the date of travel. We may have to change the time of flights, often for reasons beyond our control and consequently, times shown in timetables cannot be guaranteed. If you provide us with contact information, we shall endeavour to notify you of any such changes.
If, after you purchase your ticket, we make a significant change to the scheduled flight time, which is not acceptable to you, you shall be entitled to cancel your reservation and claim ticket refund.
10.1. Delays, denied boarding, cancellation
If your flight is cancelled or is subject to a long delay, or if you are denied boarding, you are entitled to certain rights in accordance with the applicable law. The rules stipulated in the following paragraph shall apply:
in respect of flights departing from an airport in the EU, or the state signatory of the ECAA Agreement and flights departing from an airport in a third country to an airport in the EU, or in the state signatory of the ECAA Agreement; unless passengers received benefits or compensation and were given assistance in that third country;
on condition that the passenger has a confirmed reservation on the flight concerned and presents themselves for check-in as stipulated, or if no time is indicated, no later than 45 minutes before the published departure time;
where Trade Air Ltd is the operating carrier of the flight.
The rules stipulated in this paragraph shall not apply to passengers traveling on free or reduced fares that are not directly or indirectly available to the public.
A delay occurs when a flight is delayed beyond its scheduled departure time:
4 hours for flights of more than 3500 km
3 hours for flights between 1500 km and 3500 km as well as intra EU flights of more than 1500 km
2 hours for the flights of up to 1500 km
When your flight is expected to have a long delay, passengers are entitled to receive care while waiting, which includes:
free meals and refreshments in a reasonable relation to the waiting time
hotel accommodation if necessary
two short telephone calls, fax or e-mail messages,
when the delay is at least 5 hours and a passenger decides not to travel on the delayed flight, reimbursement of the cost of the ticket within seven days, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
If in case of overbooking you are denied boarding on our aircraft, you are entitled to:
care and refund for the unused part of the ticket,
re-routing under comparable conditions to your final destination at the earliest opportunity
subject to the availability of seats, you may instead choose re-routing to your final destination at a later date of your convenience
in the case of involuntary denied boarding you are also entitled to a compensation.
The amount of compensation depends on the distance of the scheduled flight, or the alternative flight proposed to you.
Compensation amounts are:
a) EUR 250 for flights up to 1500 km
b) EUR 400 for flights between 1500 km and 3500 km and
c) EUR 600 for all other flights not laid down under a) and b)
If you are offered an alternative flight and the scheduled arrival time does not exceed:
2 hours for flights up to 1 500 km
3 hours for flights between 1 500 km and 3 500 km as well as intra EU flights of more than 1500 km
4 hours in respect of all other flights.
The above mentioned compensation amounts shall be reduced by 50% (i.e. EUR 125, EUR 200 and EUR 300).
If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, refund and compensation as laid out in the case of denied boarding. There is no right to compensation when the passenger has been informed of the cancellation:
at least two weeks before the schedule time of departure, or
between two weeks and seven days before the schedule time of departure and the alternative flight departs no more than 2 hours before the originally scheduled time of departure and reaches the final destination less than 4 hours after the scheduled time of arrival, or
less than seven days before the scheduled time of departure and the alternative flight departs no more than 1 hour before the originally scheduled time of departure and reaches its final destination less than 2 hours after the scheduled time of arrival.
We shall not be liable and you are not entitled to receive compensation if cancellation is attributed to extraordinary circumstances.
Your claim for compensation should be submitted within 15 days from the day when you have been denied boarding on our aircraft or from the day when your flight has been cancelled.
The compensation shall be paid for by electronic bank transfer.
10.2. Substitution of carrier/aircraft
We reserve the right to substitute an alternative carrier and/or aircraft.
ARTICLE 11 – CONDUCT ABOARD AIRCRAFT
If, in our opinion, your conduct on board the aircraft endangers the aircraft or any person or property on board, or obstructs the crew in the performance of their duties, or you fail to comply with any instructions given by the crew including, but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, we may take such measures as we deem necessary to prevent the 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. We may also require compensation from you for the damages you have caused.
11.2. Electronic devices
For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including, but not limited to, cellular telephones, laptop computers, portable recorders, portable radios, laser equipped devices, CD players, electronic games or transmitting devices, including radio controlled toys and walkie-talkies. The use of hearing aids and heart pacemakers is permitted.
11.3 Non Smoking flights
All our flights are Non-Smoking Flights. Smoking is prohibited in all areas of the aircraft. This does also apply for electronic cigarettes.
11.4 Own alcohol
Consumption of alcohol purchased prior to your flight is not permitted on board of the aircraft.
11.5 Seat belts compulsory
As a general rule you are requested to remain seated during the entire flight and you are obliged to fasten your seat belts while seated.
ARTICLE 12 – ADDITIONAL SERVICES
If we promote the services of any third-party offering services other than flights (such as rail and coach transfers, hotel or hostel reservations, car rental, parking services or airport fast track services), those services are provided by the third parties and their terms and conditions will apply. We are not responsible for any aspect of their services. In particular we are not responsible for any late or incorrect information, or for a lack of information.
ARTICLE 13 – ADMINISTRATIVE FORMALITIES
You are responsible for obtaining all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements of the countries to be flown from, into or through which you transit.
We shall not be liable for the consequences to any passenger resulting from his or her failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
13.2. Travel documents
Prior to travel, you must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof. We reserve the right to refuse carriage if you have not complied with these requirements, or if your travel documents do not appear to be in order.
13.3. Refusal of entry
If you are denied entry into any country, you shall be responsible to pay any fine or charge assessed against us by the Government concerned and for the cost of transporting you from that country. We shall not refund the fare collected for carriage to the point of refusal or denied entry.
13.4. Passenger responsible for fines, detention costs, etc.
If we are required to pay any fine or penalty or to incur any expenditure by reason of your failure to comply with the laws, regulations, orders, demands or other travel requirements of the countries concerned, or your failure to produce the required documents, you shall reimburse us, on demand, any amount so paid or expenditure so incurred. We may apply towards such payment or expenditure the value of any unused carriage on your ticket, or any of your funds in our possession.
13.5. Customs inspection
If required, you shall attend the inspection of your Baggage, by customs or other Government officials. We are not liable to you for any loss or damage suffered by you in the course of such inspection or through your failure to comply with this requirement.
13.6. Security inspection
You shall submit to any security checks by Governments, airport officials, or by us.
ARTICLE 14 – LIABILITY FOR DAMAGE
The liability of Trade Air Ltd and each carrier involved in your journey shall be determined by its own Conditions of Carriage.
Trade Air’s liability provisions are as follows:
Unless otherwise stated herein, international travel, as defined in the Convention, is subject to the liability rules of the Convention.
Except when otherwise provided hereof, concerning the carriage which is not governed by the Convention as international carriage, our liability is subject to the Law.
This Article 14 summarizes the liability rules under the Convention and Law, but if it is inconsistent with the Convention, or Law, or other applicable laws, the Convention, or Law, or other applicable laws shall override this Article 14.
14.2 Compensation in case of death or bodily injury
The Carrier is liable only for damage sustained in case of death or bodily injury of the passenger upon the condition that the accident which caused the death or injury took place on board of the aircraft or in the course of any operations of embarking or disembarking.
For damages in cases of death or bodily injury which does not exceed 128.821 SDR, we shall not avail ourselves of any defence. Nevertheless, in cases where it is proved that such damages are caused or contributed to by the negligence or other wrongful act or omission of the injured person or person claiming compensation, the Carrier shall be wholly or partly exonerated from its liability to the claimant.
For damages that exceed 128.821 SDR the Carrier can defend itself against the claim by proving that it was not negligent or otherwise at fault, or that such damage was solely due to the negligence or other wrongful act or omission of a third party.
14.3 Advance payments
For damages in cases of the death of a passenger, the Carrier shall make advance payments of up to 16.000 SDR per passenger, to the person entitled to compensation within 15 days from the day of identification of the person entitled to the compensation, in cases where such payments are required to meet immediate economic needs. Such payment, under no circumstances, shall constitute our recognition of liability, and the amount paid shall be included in the final amount to the person entitled to the compensation. This advance payment is not refundable to us except when proven that the person who has received the payment or deceased or injured passenger is partly or fully responsible for the occurred damage, or the payment was received by a person who is not entitled to such compensation.
14.4 Passenger and baggage delays
In cases of damage caused by delay in the carriage of persons, we are liable for the damage unless we took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 5.346 SDR per passenger.
In cases of damage caused by delay in the carriage of baggage, we are liable for the damage unless we took all reasonable measures to avoid damage or it was impossible to take such measures. The liability is limited to 1.288 SDR per passenger.
In the event claimant fails to mitigate damages or has contributed to the emergence of damage, the amount of the claims for damages shall be reduced by the amount which relates to the claimant’s contribution. In particular, claimant is obligated to make timely, reasonable and adequate replacement purchases.
14.5 Destruction, loss or damage to baggage
We shall not be liable for Damage caused by destruction, loss or damage to Unchecked Baggage unless the damage resulted from our fault or that of our servants or agents. Any liability we have for Damage shall be reduced by any negligence on your part that causes or contributes to the Damage in accordance with applicable law
Except in the case where damage is caused with intent to cause Damage or a reckless act, our liability in the case of Damage to Baggage shall be limited to 1.288 SDR per passenger. If the weight of the Baggage is not recorded on the Baggage Check, it is presumed that the total weight of the Checked Baggage does not exceed the applicable free baggage allowance for the class of carriage concerned.
14.6 Liability rules
We shall be only liable for Damage occurring during carriage on flights or flight segments where our Airline Designator Code appears in the carrier box of the Ticket for that flight or flight segment.
If we issue a Ticket where our name is indicated in the carrier box of the Ticket for that flight or flight segment, but you were actually carried by another carrier on our behalf, we are considered the contractual Carrier and we shall be jointly and severally liable with the actual carrier.
If we issue a Ticket with the airline designator code of another carrier, or if we check Baggage for carriage on another carrier, we do so only as an agent for the other carrier.
If our liability is established, we are liable to you only for compensatory damages which you are entitled to recover for proven losses and costs under the Convention, or Law. We shall not be liable for any loss of profits, any indirect or consequential damage, or any damage when you are traveling in the course of, or for the purpose of, business.
We are not liable for Damage to the passenger’s baggage, or for injury to another passenger, caused by you or by property contained in your baggage. Any passenger, whose property causes Damage to another passenger or his property, shall indemnify us for all losses and expenses incurred by us as a result thereof.
We shall have no liability whatsoever for Damage to articles not permitted to be contained in Checked Baggage according to Article 8.2, including fragile or perishable items, items having a special value, such as money, jewellery, precious metals, sunglasses, spectacles, musical instruments, working tools, computers, personal electronic devices, optical or photographic appliances, telecommunications equipment or appliances, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, keys, or samples.
We are not responsible for any illness, injury or disability, including death, attributable to your physical condition or for the aggravation of such a condition.
We are not liable for any Damage arising from our compliance with applicable laws or Government rules and regulations, or from your failure to comply with the same.
The Contract of Carriage, including these Conditions of Carriage and exclusions or limits of liability, applies to our Authorized Agents, servants, employees and representatives to the same extent as they apply to us. The total amount recoverable from us and from such Authorized Agents, employees, representatives and persons shall not exceed the amount of our own liability, if any.
Nothing in these Conditions of Carriage shall waive any exclusion or limitation of our liability under the Convention, Law, or applicable laws unless otherwise expressly stated.
ARTICLE 15 – TIME LIMITATION ON CLAIMS AND ACTIONS
15.1. Notice of claims
For the purpose of a claim mentioned here below, if checked-in baggage is accepted by the person with the baggage identification tag, and they do not complain at the time, this is evidence (unless there is evidence otherwise) that the baggage was delivered in a good condition and in line with the contract of carriage.
If you want to make a claim relating to loss of or damage to your checked-in luggage, or delayed baggage, you must write to us as soon as possible.
For loss or damage, you must write to us within seven days of getting/not getting your baggage.
For delayed baggage, you must write to us within twenty-one days of the date it was possible for you to get the baggage.
Any right to damages shall be extinguished if an action is not brought within two years reckoned from the date of arrival at the destination, or from the date on which the aircraft ought to have arrived, or from the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court assigned the case
15.2. Compensation claims as per EC 261/2004
This Article applies to claims for compensation under EU Regulation 261/2004.
Passengers must submit claims directly to Trade Air and allow Trade Air 30 days or such time as prescribed by applicable law (whichever is the lesser) to respond directly to them before engaging third parties to claim on their behalf.
Trade Air will not process claims submitted by a third party if the passenger concerned has not submitted the claim directly to Trade Air and allowed Trade Air time to respond, in accordance with Article 15.2.
A passenger may submit a claim to Trade Air on behalf of other passengers on the same booking. Trade Air may request evidence that the passenger has the consent of other passengers on the booking to submit a claim on their behalf.
In accordance with Trade Air procedures, any payment or refund will be made to the bank account of a passenger on the booking or to the payment card used to make the booking. Trade Air may request evidence that the bank account is held by the passenger concerned.
15.3. Limitation of actions
Any right to Damages shall be extinguished if an action is not been brought within two years of the date of arrival at the destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court where the case is heard.
ARTICLE 16 – MODIFICATION AND WAIVER
None of our Authorized Agents, servants, employees or representatives have the authority to alter, modify or waive any provision of these Conditions of Carriage.
ARTICLE 17 – OTHER CONDITIONS
Carriage of you and your Baggage is also provided in accordance with certain other regulations and conditions applying to or adopted by us. These regulations and conditions, which vary from time to time, are important. They concern, among other things:
baggage allowance for specific aircraft type;
the carriage of unaccompanied minors, pregnant women, and sick passengers;
restrictions on the use of electronic devices and items; and
the on-board consumption of alcoholic beverages;
transport of dangerous goods in passengers’ possession
Some of the details on these regulations and conditions we already mentioned within this Conditions of Carriage. Any further guidance is available from us upon request or on our website.
ARTICLE 18 – TEXT AUTHENTICITY
The Croatian text of the Conditions of Carriage is authentic. If there are differences between the English and Croatian text of the Conditions of Carriage, the Croatian text shall prevail.
If your flight is cancelled or is subject to a long delay, or if you are denied boarding on a flight for which you hold a valid reservation, you are entitled to certain rights as follows:
The regulations apply:
- to passengers on flights departing from an airport in the EU, or the state signatory of the ECAA* (EU common aviation area) Agreement and flights departing from an airport in a third country to an airport in the EU, or in the state signatory of the ECAA Agreement; unless passengers received benefits or compensation and were given assistance in that third country,
- only if you have a confirmed reservation on the flight concerned,
- only if you (except in the case of cancellation) present yourself in time for check-in or, if no time is indicated at least 45 minutes before the published departure time,
- only if you travel on a ticket bought at a fare available to the public (e.g. ID, AD), were Trade Air is operating carrier of the flight,
- only on flights where Trade Air is operating carrier.
This regulation shall not apply in cases were a package tour is cancelled for reasons other than cancellation of the flight.
You are not entitled to the rights listed hereafter, if the incident is attributable to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken.
Example includes bad weather conditions, political instability, strikes, security, risk, unexpected flight safety shortcomings.
National body regulating passengers rights within Croatia:
CCAA – Croatian Civil Aviation Agency
10 000 Zagreb
Ulica grada Vukovara 284
*ECAA Agreement means Agreement on European Common Aviation Area – a multilateral agreement between the European Community and its Member States, The Republic of Albania, Bosnia and Herzegovina, The Republic of Bulgaria, The Former Yugoslav Republic of Macedonia, The Republic of Iceland; The Republic of Montenegro, The Kingdom of Norway, Romania, The Republic of Serbia and the Republic of Kosovo on the establishment of European Common Aviation Area.
A delay occurs when a flight is delayed beyond its scheduled departure time
- by 4 hours for flights of more than 3.500 km,
- by 3 hours for flights between 1.500 km and 3.500 km as well as intra-Community flights of more than 1.500 km,
- and by 2 hours for flights of up to 1.500 km.
When your flight is expected to have a long delay, passengers are entitled to receive care while waiting. This includes:
- meals and refreshments in a reasonable relation to the waiting time,
- if necessary hotel accommodation and the possibility of making two telephone calls, fax or e-mail messages,
- care for passengers while waiting may be declined if the provision of the care would itself cause further delay.
- In case of more than 5 hours you are entitled to a refund of your ticket within seven days for the parts not used or for those parts already used if your flight no longer serves its purpose, and when relevant, a return flight to your first point of departure.
If in case of overbooking you are denied boarding voluntarily or involuntarily on a flight for which you hold a reservation (or ticket from Tour operator), you are entitled to:
- care and to a refund of your ticket as laid out in the previous section on ‘delay’,
- you are entitled to re-routing, under comparable conditions, to your final destination at the earliest opportunity, in such case you are not entitled to refund,
- subject to availability of seats, you may instead choose re-routing to your final destination at a later date of your convenience, in which case you will have to bear the costs of food, accommodation and transfer by yourself,
- if you have been denied boarding against your will due to overbooking, you are entitled to a refund as laid out in the previous section on „delay“ and to a compensation,
- the compensation shall be paid in cash or by electronic transfer or with your agreement in form of vouchers .The amount of the compensation depends on the distance of the scheduled flight or the alternative flight proposed to you.
Compensations amount to:
250 EUR for flights up to 1.500 km
400 EUR for flights between 1500 km and 3500 km and intra – Community flights of more than 1.500 km
600 EUR for flights of more than 3500 km
If you are offered an alternative flight / alternative transportation the scheduled arrival time of which does not exceed:
- 2 hours in respect of flights up to 1.500 km,
- 3 hours in respect of flights between 1.500 km and 3.500 km as well as intra Community flights of more than 1.500 km,
- 4 hours in respect of all other flights,
The above mentioned compensation amounts can be reduced by 50%, i.e. 125 EUR, 200 EUR and 300 EUR.
These rights are not granted if you have been denied boarding on reasonable grounds, such as reasons of health, safety or security, or inadequate travel documentation.
If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, refund and compensation as laid out here above.
You are not entitled to receive compensation if the cancellation is attributed to extraordinary circumstances, which could not have been avoided, even if all reasonable measures had been taken.
Examples include bad weather conditions, political instability, strikes, security risks, unexpected flight safety shortcomings.
Equally, there is no right to compensation when the passenger has been informed of the cancellation:
- at least 14 days before the schedule time of departure,
- between 14 and 7 days before the scheduled time of departure and the alternative flight / alternative transportation departs no more than 2 hours before the originally scheduled time of departure and reaches the final destination less than 4 hours after the scheduled time of arrival
- less than 7 days before the scheduled time of departure and the alternative flight / alternative transportation departs no more than 1 hour before the originally scheduled time of departure and reaches the final destination less than 2 hours after the scheduled time of arrival
|Passenger rights||Denied boarding||Cancellation||Delay >5H||Delay <5H|
|1. Care (refreshment /accommodation*)||YES||YES||YES||YES|
|2. Alternative transportation / ticket refund / change of date||YES||YES||YES||NO|
* Right to hotel transportation and accommodation are only valid in cases when it becomes necessary.
HOW TO CLAIM COMPENSATION
To make a claim for a compensation please contact:
10 410 VELIKA GORICA
This is the guidance to follow in case passenger baggage is mishandled. Although we will do everything in our power to transport your baggage on time and without any irregularities, they, unfortunately, can occur.
Types of Checked Baggage Irregularities:
• Missing baggage (baggage delayed or lost at destination)
• Damaged baggage
• Pilferage (items missing from your baggage)
Any kind of irregularity related to checked baggage noticed during baggage claiming has to be reported by the passenger to Trade Air handling agent at the Lost and Found Office (LL Office) at the airport of arrival.
Lost and Found Office staff shall make a Property Irregularity Report – PIR or Damage Report DPR. This document shall be signed by both Lost and Found Officer and passenger.
This Report shall be sent by e-mail to email@example.com and accompanied by the following documentation:
- Airplane ticket
- Baggage tag
- Passenger bank details
Lost and Found personnel at the airport (on Trade Air behalf) will search for your missing baggage and organize its delivery free of charge as soon as it is found.
Your baggage details will be entered into worldwide computerized baggage tracing system World Tracer. Please provide specific details on your missing baggage (other than it is black) which might distinguish your baggage from any other baggage as this will help in optimizing the search.
Lost and Found personnel will advise you once your baggage has been received and arrange a convenient time for delivery.
In case your baggage has been delayed for more than five days which made it necessary for you to purchase certain necessary items of clothes and toiletries, please send your claim with documents mentioned below.
Bear in mind that Trade Air evaluate each claim individually and will not be in position to accept purchasing any unnecessary item like jewelry, expensive cloths, expensive cosmetics etc.
You can make a claim delivering following documents:
• PIR (Property Irregularity Report);
• Copy of the baggage tag;
• Receipts of the purchased items (handwritten receipts shall not be accepted);
If your baggage is not found after 45 days of tracing, it will be considered lost.
You can make a claim delivering following documents:
• PIR (Property Irregularity Report);
• Copy of the baggage tag;
• Inventory List which you can request by contacting us;
If your baggage has been damaged and you notice this upon arrival please make your claim with following documentation.
• PIR (Property Irregularity Report);
• Copy of the baggage tag;
• Damage Report (defining the damage in details and defining the suitcase brand type);
• Pictures of the damage;
You can make such claim immediately upon arrival or if damage is not immediately visible to you within 7 days of arriving flight. Claim after this period shall not be acceptable.
Limitations of Liability
Trade Air is not liable for loss, damage or delay in the delivery of the following items which are included in the passenger’s checked baggage, with or without our knowledge:
• fragile or perishable articles, money, jewelry, precious metals, silverware,
• business documents, passports and other identification documents, negotiable papers
• cameras and laptop computers,
• securities or other valuables, keys of any kind
• medicines, samples
Loss of Hand Baggage, Hand Items or Personal Items
Trade Air shall not be held responsible for loss of hand baggage, hand items or personal items inside an aircraft, during check-in, boarding or during disembarking. However, every possible attempt shall be made to trace and restore lost unchecked items. Upon identifying lost personal item, hand item of hand luggage, flight attendant or other Trade Air staff member shall hand the item over to local Lost and Found Office.
Trade Air is not liable for delivery of forgotten items from passengers’ hand baggage whereas the passengers shall organize the delivery personally at their own cost via delivery services.