Annex 1 to the Regulation. Specific conditions for the Flight Tickets Service / Tickets.pl

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Annex 1. Flight Tickets Service

This Annex 1 provides specific conditions (in addition to the general terms as defined in the Regulation) regarding order of the Flight Tickets Service.

1. Flight Tickets Service. General Terms and Conditions

1.1. The requirements of the Flight Tickets Service shall apply subject to the aforementioned general rules of booking of, purchase of and payment for the Services, as well as additional rules of operation of the Flight Tickets Service which are available at following link.

1.2. All legal relationship related to the booking of flight tickets and/or additional services of the Carriers, including but not limited to rules of booking and issuance; payment rules; fare application rules; rules of cancellation/refund of traffic documents (electronic tickets), as well as making changes to them; rules of issuance of and cancellation of the ordered ancillary services of the Carriers; other terms and conditions of provision of the Services by the Carriers shall be regulated by the Fare Rules of the corresponding Carriers, the Fare Rules of a particular flight ticket, carriage contract, IATA Agreement, these Regulations, as well as other rules of the applicable law and international legal norms.

1.3. Please note that the Carrier does not always provide the Agency with / publish in the GDS the information regarding flight cancellations/delays or other changes related to the ticket; therefore, you should check the flight information contained in the ticket on your own.

2. Flight Tickets Service. Booking

2.1. As a general rule, it is possible to buy a flight ticket on the Website from 364 days before the date of the flight and no later than 4 (four) hours before the departure time of the chosen flight. In case of any doubts, you can consult regarding flight tickets purchase with the help of the Customer Support.

2.2. Under the rules of some Carriers, if the Passengers’ passport contains the "paternal name" field, the Purchaser shall specify it in the box when creating the Booking

2.3. The Rules of baggage carriage are defined in the Fare Rules and are available during the Booking placement. Depending on the fare of a flight ticket, the Passenger may carry with them a certain volume of baggage free of charge. The Purchaser shall get acquainted with the rules of baggage carriage on their own and agrees that the rules of baggage carriage may differ for each particular Carrier, vary in different tickets in one Booking (when purchasing tickets with few segment) and differ in each Passenger’s Booking (when purchasing a multiple fare booking).

Also, the Passenger shall on their own get acquainted with the list of items prohibited for carriage and carriage requirements of certain categories of baggage, as well as the baggage allowances and rules on.

2.4. The Purchaser may clarify with the Customer Support or directly with the respective Carrier the availability and order ancillary services if those are provided by the Carriers, namely: special menu, choice of seats onboard, animal transportation formalities, nonstandard or additional baggage, apply for assistance in boarding of / disembarking of persons with disabilities, services to accompany children and others. Some of the ancillary services are available during the Booking placement of flights for certain Carriers

2.5. The Purchaser shall get acquainted with and comply with the rules of the Carrier regarding the purchase of flight tickets, travelling with children or travelling of unaccompanied minors

2.6. The Passenger shall clarify with the Customer Support and/or Carrier the requirements in respect of transportation of electronic equipment and devices, as well as conditions of their use while travelling

3. Flight Tickets Service. Price. Payment Order and Issuance

3.1.The price of flight tickets consists of fares, taxes and charges imposed by the Carriers and airports. The price of a flight ticket may include a Service Fee of the Agency, bank fees and surcharges for the transfer of funds, if applicable. The total price of the flight ticket is available in the Booking System at the moment of purchase/ ticket issuance.

The Booking price displayed initially may not include sales tax/finansial operation taxes or any other specific taxes applicable in the particular jurisdiction; therefore, the final price shall be increased accordingly to reflect these additional charges, . In the event of a refund, the amount the Purchaser is entitled to be reimbursed by, shall be reduced by the amount of any taxes paid at the time of purchase.

3.2. Flight ticket fare is defined by the Carriers and is available in the Booking System at the time of Booking placement / ticket issuance on an "as is and as available" basis. There might be a change of the flight tickets price from the time of the Booking placement and payment until acceptance of the Booking though the actual issuance of traffic documents as the Agency does not influence on the fare policy of the Carriers.

3.3. When placing the Booking, the Purchaser is notified (on the Website by the time of the Booking confirmation, or in the invoice, which is sent by email) of the period set for the payment of the booked flight. Generally, the Purchaser is given up to 12 (twelve) hours to pay for the Booking. In some cases, the period for payment may be 4 (four) hours or less.

The Purchaser is entitled to withdraw the Booking within the timeframes specified in this Annex and before ticketing is completed. If the Purchaser cancels the Booking, a Booking service fee of 10% of the total Order price may be deducted for immediate cancellation. The Purchaser shall be reimbursed 90% of the paid amount by the Agency.
In case, the immediately cancelled Booking contained additional services, the rules of Section 3.11-3.12 shall apply.

3.4. You agree that your Bookings placed and not paid within the agreed time may be cancelled by the Carrier or the fare may be changed. The Agency shall not be responsible for the cancellation of such Booking by the Carriers and does not guarantee the preservation of fares when making a re-Booking of the same flight tickets.

3.5. The Fare Rules are valid at the time of the Booking placement and may be solely altered by the Carrier before the time of ticket issuance. If the Agency issues a flight ticket, and the fare is different from the one, which was valid at the time of the Booking placement, the Customer Support shall notify the Purchaser of changing the fare and is entitled to send the Purchaser an invoice for extra charge. If the Purchaser does not agree to purchase the flight ticket for the altered price, the Booking shall be cancelled and the Purchaser is refunded their money under these Regulations. No additional compensation or coverage of fare differences is provided.

3.6. Travel document (e-ticket) issuance is carried out by the Agency after its authorisation by the Carrier in Booking System, as a rule, within 3 (three) hours from the moment of booking payment, if other terms are not set by the Service Carrier/Provider.

3.7. The proof of purchase of a flight ticket is an electronic ticket/itinerary receipt that is sent to the Purchaser's email address indicated when placing the Booking or provided to the Purchaser in another agreed way.

3.8. If the issuance of the paid flight ticket was postponed at the request of the Purchaser, then after the established term for the issuance of paid tickets expires, the price of the flight ticket or fare may be changed by the Carrier, and the booked seats may be forwarded for sale.

3.9. When creating the Booking or upon issuance of the flight ticket, the Purchaser may be given the opportunity to order ancillary services provided directly by the Carriers (e.g., choice of seats on the plane or payment of excess baggage charges). The conditions, volume and cost (additional fees) of such services shall be determined by the Carriers and depend on each flight separately. The Purchaser shall be charged an Agency Service Fee for the processing of requests in respect of the ancillary services.

3.10. The Agency shall send the request to the Carrier for the order of the ancillary services only after the confirmation of their payment from the Purchaser. The confirmation of purchase of the ancillary services of the Carriers is made by an electronic receipt that is sent to the Purchaser’s email address

3.11. In case of non-confirmation by the Carrier of the ordered ancillary services, the Purchaser shall receive a full refund. In case of a refund for the ancillary services at the Purchaser’s request, the refund amount shall be calculated in accordance with the agreed Service Provision Rules and Fare Rules of the Carrier excluding the agreed Service Fee.

3.12.Please note that the ancillary services and flight tickets are to be qualified as separate services. Non-confirmation of the ancillary services does not lead to an amendment or automatic cancellation of the flight ticket.

3.13. The Agency shall not be liable for and shall not compensate for any expenses associated with moving between terminals or airports since this is subject to the direct agreement between the Purchaser and the Carrier.

4. Flight Tickets Service. Cancelling, Refunding and Making Changes to Flight Tickets

4.1. In case of involuntary and/ or voluntary ticket exchange/refund, the decision about fines and charges shall be made solely by the Carrier and depends solely on the agreed Service Provision Rules / Fare Rules in respect of a particular flight ticket and internal rules of the Carrier. In addition to the fines, additional charges of the Carrier for the provision of its services may be applied in case of ticket exchange/refund in the manner specified in the Service Provision Rules / Fare Rules.

4.1.1. Some Carriers may allow the Purchaser to directly receive such post-sale support for the flight tickets directly from the respective Carrier. Thus, the Purchaser is not obliged to make use of the Agency's post-sale support.

In case the Purchaser decides to contact the Carrier/Service Provider directly, the Agency bears no responsibility and obligation to assist Purchaser. But the Purchaser also may apply to the Agency with the request to assist with the exchange/refund voluntary issue.

In case the Purchaser notified the Agency about its intention to obtain the assistance and the Agency accepted the request, then the following rules shall apply:

The Purchaser assign its passenger rights to the Agency, including right to communicate with Carrier/Service Provider and to take action on behalf of the Purchaser;
The Purchaser, when making such a voluntary application for exchange/return or other passenger rights, gives the Agency a power of attorney to carry out such actions, and if a written form is required for this purpose, the Purchaser will establish one for the Agency.
The Agency is entitled solely negotiate the exchange/refund amounts and flight alternatives with the Carrier/Service Provider;
The Agency by its own discretion stipulates either to accept or to decline the Carrier re-offer of the exchange/refund as well as the amount of refund to be reimbursed to the Purchaser;
The Agency shall inform the Purchaser about the progress of the communication with the Carrier via the means of "My Account" section hereto;
The Agency shall deduct the appropriate processing fees for its intermediary services with regard to exchange/refund intermediary services by the Agency.

The processing fee shall be communicated to the Purchaser individually and shall not exceed the amount of refund reimbursed by the Carrier/Service Provider.

4.2. In addition to the fines and charges of the Carrier, for voluntary flight ticket exchange/refund the Agency has the right to charge a Service Fee for its services concerning the cancellation, refund and change of flight tickets:

a) in the amount of PLN 100, including VAT, for each Passenger (except for babies until the age of 24 months) for the service of ticket exchange/reissue. If a refund amount from the carrier, pursuant to the applicable fare rules, is less than PLN 100 and the ticket was paid directly to the carrier, not Agency's account, the service fee is 50%, including VAT, of the refund amount;

b) in the amount of PLN 100, including VAT, for each Passenger (except for babies until the age of 24 months) for the service of ticket refund. If a refund amount from the carrier, pursuant to the applicable fare rules, is less than PLN 100 and the ticket was paid directly to the carrier, not Agency's account, the service fee is 50%, including VAT, of the refund amount.

During refunds, cancellations, and changes, the Agency supports customers by contacting the carrier and abiding by the stipulations established by the carrier.

4.3. Change of passport details. Additionally, the Agency may render a service of error correction in certain passport details, previously entered by the passenger, if possible and allowed by the Carrier. Such correction may be applied to passport serial number, its expiry date (if any), and Passenger's nationality, except Passenger's first and last names. For the rendering of the mentioned passport details, the Agency charges each Passenger a Service Fee of PLN 20,00, incl. VAT, except infants under 2 years of age.

4.4. In case of involuntary ticket exchange/refund, the Service Fee shall not be charged by the Agency. The involuntary ticket exchange/refund shall be deemed circumstances that occurred beyond the passenger’s control and reasonably explained by the passenger, other conditions defined by the legislation and the Service Provision Rules /Fare Rules of each particular Carrier.

4.5. In case of flight ticket void/exchange/refund, the price of the Agency Ancillary Services, Agency Service Fee, as well as surcharges for the transfer of funds shall not be refunded.

4.6. In case of flight delay/cancellation, the Agency shall contact the Purchaser/Passenger using the contact details entered in the Booking and provide necessary information in accordance with the terms and conditions of the Carrier and respective laws on compensation for flight delays and cancellations.

4.7. A request for making changes to flight tickets or their refund shall be carried out by the Purchaser on the Website in the "My Account" section. The determination of possibility of making changes to or refund of flight tickets, their price, calculation of the amount to be refunded shall be carried out on the date and at the time when applying for a flight ticket refund or its exchange. If you submit a request for ticket exchange/refund via the Customer Care Service (by phone/e-mail, etc.) the Customer Care Service will recommend making a request for ticket exchange/refund through the "My Account" section since the Customer Care Service has no information on the Fare Rules, does not make calculations on the amount due for ticket exchange/refund, or any additionally payable fees - these calculations are performed by other departments of the Agency that do not directly contact the Purchaser/Passenger.

4.8. The request for making changes in the flight tickets shall be accepted by the Agency and transferred to the Carrier for confirmation and/or clarification of the processing procedure within 72 hours upon receipt of the payment confirmation by the Purchaser. Generally, any requests for making changes to flight tickets are considered by Carriers within 3-10 business days. The Carriers independently determine the terms for considering requests. The Agency shall only send the Carrier the relevant requests and shall not influence them or be liable to the Purchaser in case of delay in request consideration by the Carrier. Upon receiving the response from the Carrier, all necessary information will be transferred by the Agency to the Purchaser within 24 hours from the moment of receipt of the response from the Carrier.

Some Purchaser’s requests for making changes in the flight tickets (post-sale support) might be time-limited due to restrictions of the Carriers and are possible within a limited period of time before the flight date/time, only. Detailed information about the time limits to make changes in the flight tickets are displayed on the Website during placement of such request.

The Agency also will not assist you in relation to the processing of your request for making changes in the flight tickets if you submit such request less than 48 hours prior to the departure of your first flight in your ticket/itinerary, or any time thereafter, as the Agency will not be able to arrange the processing of your request within this time period. In such case the Purchaser may directly receive such post-sale support for the flight tickets directly from the respective Carrier.

4.9. Cancellation (void) of a flight ticket shall be carried out only after the Purchaser has confirmed in the "My Account" section the terms and conditions of cancellation/refund/calculated refundable amounts when cancelling the flight ticket. The Purchaser shall timely confirm the terms of cancellation on the Website, and in case of delay, shall incur all related damages itself. Please note that some flight tickets are non-refundable and cancellation (void) procedure is no applicable due to the terms of Fare Rules and internal policies of the Carriers.

4.10. Cancellation (void) of a flight ticket within the day of its ticketing, shall be calculated by the Agency taking into account the Carrier’s service fees and application of the Agency Service Fee and for processing the request. Generally, the Carrier’s penalties in this case shall no apply. The Agency Service Fee will be communicated to the Purchaser during the confirmation of the refundable amount. Upon your confirmation of the calculated refundable amount, the Agency shall forward the cancellation request for approval to the Carrier. The Carrier shall finally determine the refundable amount and its penalties, if any. Please note that the Carrier is entitled to refuse making a refund of the flight ticket without application of its penalties. In this case, you can apply for cancellation of the flight ticket in accordance with the Fare Rules. The Carriers independently determine the final refundable amount and the time period for processing cancellation requests. The Agency only submits the relevant inquiries to the Carrier and cannot influence them or be liable to the Purchaser in case of delay in request consideration by the Carrier or the calculation and actual refundable amount (including lesser amount) which was calculated by the Agency and confirmed by the Purchaser.
Additional conditions of ticket cancellation may be reported to the Customer in the “My Account” section directly during creating a request for a refund/exchange/change of a ticket.

4.11. Refund of money for the flight tickets, which has been paid directly to the Carrier (including blocking or unblocking of funds on the Purchaser’s payment card), shall be carried out under the terms and conditions of the direct agreement between the Purchaser and the Carrier. In this case, the Agency shall not be liable to the Purchaser for any errors or delays, since it is not a participant of these payment transactions and has no effect on them whatsoever.

4.12. Refund of the money paid for the unused flight ticket shall be carried out in the same way as the payment for the Booking and within the terms and pursuant to these Terms.

4.13. In case of payment for flight tickets directly to the Agency, a refund will be carried out after receiving the refund from the Carrier by the Agency. The Agency has no influence on the timely refund by the Carrier. In case the payment was made directly to the Carrier, a refund is usually carried out within 10-60 business days, while the Agency has no influence on the timely refund by the Carrier. The timing of refund shall be calculated from the date of confirmation by the Purchaser of the refundable amounts in the "My Account" section.

4.14. If the Passenger has not arrived at the airport and failed to inform the Carrier in advance of changes to their trip, the Carrier might have the right to cancel the booking not only in respect of the first flight segment, but in respect of the following segments of the route and in respect of the return flight without notifying the Passenger. To avoid cancellation of tickets, please contact the Customer Care Service or directly the Carrier.

4.15. The terms and conditions of a refund for the ordered ancillary services of the Carriers (for example, payment for excess baggage) shall be communicated to the Purchaser after the request for refund was made and these Regulations are subject to the direct agreement between Purchaser and the respective Carrier.

5. Flight Tickets Service. Features of the Flight Tickets Issued per Each Segment and Multiple Fares

5.1. The Purchaser shall be notified by the Agency of the method of flight ticket issuance and payment (issuance for each segment or multiple fare) according to the Carrier's Fare Rules before the Booking placement. The Purchaser shall get acquainted with the specified conditions and therefore shall make choose the conditions regarding the Booking and its payment.

5.2. Multiple Fare Booking When buying flight tickets for two or more Passengers (a minimum of two adults shall be present), the Purchaser may be suggested to purchase flight tickets in different fare classes. The application of different fares when issuing flight tickets in some cases allows reducing the total costs of the flight. However, different classes of ticket fares in one Booking will not affect the service class (business, economy) of the Passenger. When booking multiple fare flight tickets, the Carrier's Fare Rules may be different for different Passengers in one Booking.

5.3. Tickets issuance per each segment. The issuance of a flight ticket shall be carried out per each flight segment separately and the Passenger shall have the opportunity to create separate Bookings for each flight segment or select other conditions of the trip. When issuing flight tickets per each segment, the Fare Rules may be different for different flight segments in one Booking.

5.4. The Carrier's Service Provision Rules / Fare Rules shall be applied to each flight ticket separately when the ticket issuance is carried out for each segment or for each Passenger when creating a multiple fare Booking. Thus, the following conditions may vary for each flight ticket

cancellation / exchange / refund of flight tickets;
the rules for carriage of baggage, animals, and the terms and conditions of provision of the Carriers’ ancillary services
the conditions of refund or provision of flight alternatives when the flight is cancelled / rescheduled due to the Carrier’s fault. In this case, the alternative solution or tickets refund will be offered to the Passenger only for flights, issued in one ticket and for each Passenger separately;
peculiarity of involuntary changes and flight tickets refund at the Passenger’s request. In this case, a request for making changes to / refund of flight tickets due to: (i) disease / death of the Passenger or their close relative, (ii) the refusal to issue a visa, documents that provide grounds for the request shall be considered for each ticket separately or for each Passenger separately.

5.5. When ordering Booking and the search result shows you two or more flights to reach your final destination, please, note that such Booking may include the Purchase of two or more separate Carriers. This type of multiple fare also may reduce your trip costs but put you into the risks of unpredictable circumstances (like cancellation of the flight, postponed flights on the first segment of the trip, no show for one of the segments of the trip, visa questions, etc) . In case your trip consists of multiple Carriers, the different Carrier Rules of cancellation/changes/refunds shall apply for each segment separately. You shall remain responsible for self-check-in, baggage transfer and self-transfer in case of different airports. In case, you meet such unpredictable circumstances that cause any changes to either segment of your trip, we will assist you to the degree we could help you. Nevertheless, you may bear loss, costs, or expenses you meet resulting from such unpredictable circumstances.
Agency may offer you to substitute part of your route segment within multiple fare booking to the limits of the total amount you initially spent for the entire booking. In case initiated by you changes overtop the amount you initially spent for the entire Booking, Agency will request you for the payment of the difference between the new offer and the initially spent for the entire Booking. In case you refuse the payment, we will offer you to request a refund of the remaining segments under the appropriate Fare Rules.

6. Flight Tickets Service. Features of Flight Tickets of Low-Cost Carriers (Budget Airlines):

6.1. When purchasing flight tickets for the flights of Low-Cost Carriers (indicated within the Booking process), the following Regulations and conditions shall apply:

When making the Booking, it is possible for the Purchaser to get acquainted with the Fare Rules of the relevant Carriers on the payment page.
The Purchaser’s account may be debited directly by the Carrier or the Agency. When processing payment transactions, the Carriers may apply extra fees and commissions subject to their terms and conditions as accepted by the Purchaser. The amount displayed on the Website at the time of placing the Booking may thus differ from the amount that will be debited from the Purchaser’s payment card. The Agency does not have any influence on this price change, including extra fees and commissions application by the Carrier.
By creating the Booking, you agree with the presented Carrier's conditions of pricing of the flight ticket and terms of payment. You agree that the Agency cannot be held liable for the Carrier's pricing conditions since the Agency only provides the Purchaser with information about pricing policies provided by the Carrier to the Agency and the Agency is usually not involved in the payment transactions between Purchaser and Carrier.
Payment shall be made by means of payment cards of the payment systems Visa and MasterCard, unless otherwise indicated on the Website.
Currency, which is debited, may depend on the point of departure of the flight chosen by the Purchaser.
The booking reference number confirmed by the Carrier shall be the proof of the right to take a flight, the number of an e-ticket is usually not assigned.
Generally, the Fare Rules of the Low-Cost Carriers do not provide for changing a route, last name, first name or paternal name of the Passenger
The paid flight ticket is usually non-refundable.

7. Flight Tickets Service. Smart Ticket service terms.

7.1. With our Smart Ticket service, you can change date, route of a trip, passport details, and even refund a ticket if allowed by fare rules. You don't need to pay Agency assistance fee every time you make changes. You pay only penalty, fee and difference between the price of initial ticket and that with date/route changes, as well as other changes under airline rules. If you decide to refund your ticket, the amount refundable will be calculated under the applicable fare.

7.2. You can purchase Smart Ticket only in the process of booking. On ticket issuance, this service becomes unavailable.

7.3. If fare rules don't allow to reissue or refund a ticket, the Smart Ticket price will be refunded.

7.4. Service price depends on the number of flight tickets in the order and will be specified on the respective page on the site until the payment is done.

7.5. The service applies to the all flight tickets in a booking.

7.6. The Smart Ticket price is not refunded if:

a refund is involuntary;
you didn't use the service;
the ticket was cancelled.

7.7. If you want to reissue the ticket after no-show, changes will be done under the valid fare rules, and the Smart Ticket price will be charged as the Agency assistance fee.

8. Flights related with the United States of America

8.1. If you have booked a scheduled flight to, from, or within the United States, you may qualify for a refund under the Department of Transportation's regulations, [specifically Rule 14 CFR Parts 259, 260, 262, and 399]. This applies in situations involving airline-initiated cancellations or significant schedule changes.
In some cases, refunds for airline tickets will be received by us and subsequently passed on to you. Upon receiving the refund along with all relevant and valid information, we will process and transfer the amount back to you within seven days.
As intermediaries, we will handle the refund request with the airline or other services providers upon your request to us and on your behalf.