General Conditions of Carriage
When you book a flight with PLAY you agree to our General Conditions of Carriage for passengers and baggage.
Article 1 - Definitions and Interpretations
1.1 Title and Headlines
1.1.1 The title and headlines of the articles and paragraphs of these Conditions of Carriage are set down only to provide an overview and help with navigation through the document and have no influence on the way the text is to be interpreted.
Any service that is not included in the Flight Fare applicable to the relevant Booking, such as for seat reservations, cancellation protection and Checked Baggage. Information about our Optional Service can be found
Article 2 - Applicability
2.1.1 These General Conditions of Carriage are our conditions of carriage to which reference is made on your Booking Confirmation, our website and other documents issued by us in connection to your Booking. Except these General Conditions of Carriage say otherwise they will apply to all carriage of you and your Baggage performed by us, and to other services provided by us, whether paid for or otherwise.
2.2 Charter Operations
2.2.1 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 your Ticket.
2.3 Overriding Law / Mandatory statutory provisions
2.3.1 We are subject to national and international Conventions and regulations when transporting our passengers. Our General Conditions of Carriage will apply insofar as they do not conflict with applicable Tariffs or Conventions. In those cases where an inconsistency exists between our General Conditions of Carriage and applicable Tariffs and Conventions, the Tariffs and/or Conventions will always take precedence over our General Conditions of Carriage.
Article 3 - Bookings
3.1 Making a Booking
3.1.1 All Bookings must be made by someone over the age of 18.
3.1.2 Prior to making a booking on our website you need to set up your personal account (MyPLAY). To set up the account, you will need to provide your full name, email address and a password you wish to use.
3.1.3 If a Booking is made by a Contact Person on behalf of other Passengers, the Contact Person must accept these General Conditions of Carriage on behalf of all the Passengers and take responsibility for managing and passing on any communication about the Booking to other Passengers. If the Contact Person is not a Passenger we shall be provided with the email and phone number of the Passengers so we can contact them directly in the event of any disruption to their flight, such as delays or cancellations.
3.2 Confirmation of Booking
3.2.1 When your Booking has been confirmed by us or by our Authorized Agent a Booking Confirmation along with the Booking Number will be issued by us and sent to the Contact Person email address used in the Booking. If you try to make a Booking but for any reason this fails and does not generate a Booking Confirmation you will not have a valid Booking with us. If you think you have made a Booking but have not received a Booking Confirmation or Booking Number, please contact us.
3.2.2 The Booking Confirmation constitutes as proof that a contract has been concluded between us and the Passengers whose names are stated on the Booking Confirmation. In times when ticketing cannot be done instantly you will be sent the Booking Confirmation as soon possible.
3.2.3 You may be required to present the Booking Confirmation along with the Booking Number to gain access to the airport and facilitate the check-in process.
3.2.4 These General Conditions of Carriage apply to all Bookings unless otherwise stated in the Ticket.
3.3.1 A Ticket is not transferable to other people.
3.4 Changes to Bookings and Transferability
3.4.1 The Booking is only valid for the dates of travel specified on the Ticket.
3.4.2 All changes to Bookings are subject to a changing fee per Passenger in addition to any possible air fare difference between the selected dates. If you would like to change your travel date, please contact our Service Team who will assist you with making these changes.
3.4.3 Destination changes are not allowed.
3.5 Contact between us and Passengers
3.5.1 If we need to contact you or any Passenger in your Booking, we will do so using the email address of the Contact Person given when the Booking was made, and occasionally by text message to the mobile number you gave us. Evidence that we sent the email or text message will be considered to be evidence that you received it.
3.5.2 The Contact Person named by you when the Booking was made is deemed authorized to represent all Passengers in the relevant Booking in all contractual matters relating to this carriage agreement and is to be deemed full and final recipient of all notifications and services provided by us, discharging us of any further duty with respect to these notifications and services.
3.6 Cancellation of Bookings
3.6.1 If we cancel your Booking your Ticket will become invalid at the latest after the completion of the flights concerned. The only case in which this does not apply is when these flights were previously rebooked, or if you have the right to rebooking regardless, according to the terms of these General Conditions of Carriage.
Article 4 - Optional Service
4.1.1 Optional Service is charged with an Optional Service Charge, for further information see here.
4.2 Occupation of seats
4.2.1 When you book a flight, you have the option to reserve a preferred seat. A seat reservation is considered an Optional Service and the applicable charge will apply. You can see more information about prices here.
4.2.2 We will 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. In the event we need to change your seat, we will always attempt to assign you a seat of equal category (e.g. an aisle seat, a window seat, a seat with more legroom). If a seat cannot be reassigned in the same category, you can request reimbursement for the fee paid for your seating request. We are furthermore entitled, but not obliged, to grant Passengers priority in choosing a seat on the basis of the order in which they checked in.
Article 5 - Fares, taxes, fees, charges and payment
5.1.1 Flight Fares, Optional Service Charges and other charges and fees are non-refundable except as otherwise provided in these General Conditions of Carriage. The Flight Fare will only apply to carriage between the place of departure and the final destination, unless specifically stated to otherwise. Flight Fares do not include ground transport between airports or between airports and ground terminals. Flight Fares are calculated according to the available Flight Fares on the day the Booking is confirmed for a journey on a particular day.
5.2 Taxes, charges and fees
5.2.1 Applicable taxes, fees and charges imposed by government or other authority, or by the operator of an airport, shall be payable by you. At the time you make your Booking, you will be advised of taxes, fees and charges not included in the Flight Fare, most of which will normally be shown separately on the Booking Confirmation. The taxes, fees and charges imposed on air travel are constantly changing and can be imposed after the date of Ticket issuance. If there is an increase in a tax, fee or charge shown on the Ticket, you may be obliged to pay it.
5.2.2 Where permitted by law a surcharge may apply to Bookings made with a credit card. This will be specified at the time of Booking. This charge covers the extra cost associated with credit card payments. Under certain circumstances you may be subject to additional fees imposed by your card issuer. Any query relating to such fees must be directed to the card issuer.
5.3.1 Taxes, fares, fees and charges are payable in the currency of the country in which the ticket is issued, unless another currency is indicated by us or by our Authorised Agent, at or before the time payment is made (for example, because of the non-convertibility of the local currency). We may, at our discretion, accept payment in another currency.
5.4.1 The Total Fare is payable immediately once the Booking is made.
5.4.2 Tickets can be bought from our website with payment by certain types of credit- or debit cards. Cards accepted at the time of purchase are clearly stated on the online booking pages. We reserve the right to refuse any such credit or debit card for payment at any time for whatever reason. If the card holder is part of the traveling party, the card used for payment shall be presented whenever requested. If the card holder is not part of the traveling party, we reserve the right to ask the card holder or traveller to provide supplementary data, including the card used for the purchase, together with proof of identification, for acceptance of the amount charged. We also reserve the right to refuse transportation, cancel and void tickets and to request additional payments, at any time, in the event that the payment which the card is submitted in support of is not validated.
5.4.3 Credit card details are held in a secured environment by a third party and transferred through an internationally accepted system.
5.4.4 Credit card will be charged with the amount and currency as per the itinerary clearly stated and accepted by you. We are not responsible for additional charges that may occur outside of our control such as credit or debit card fees, exchange rates, additional airport taxes and fees, etc.
5.4.5 Payments must be authorized by the cardholder named in the Booking.
5.4.6 Cash is not accepted as a form of payment.
5.5 Cancellations of Bookings for certain behaviours
5.5.1 We reserve the right to cancel your Booking, deny you boarding or take other action to protect us and our interests, with or without prior notice to you, if:
- you cannot provide, upon request, contact information for the cardholder in order for us to carry out security checks;
- the cardholder did not authorise or disputes the authorisation of the payment and/or claims that the Booking is fraudulent;
- you have not paid (or the cardholder has not paid on your behalf) the appropriate Fares or any other outstanding charges related to your Booking;
- we reasonably suspect that the Booking, or any information provided in relation to the Booking is fraudulent, deceptive or inaccurate; and/or
- we reasonably suspect that the cardholder or any Passenger on the Booking, is connected to any other fraudulent activity.
Article 6 - Check-in and boarding
6.1 Check-in Deadlines
6.1.1 Passenger shall arrive at our check-in location and boarding gate sufficiently in advance of flight departure to permit completion of any government formalities and departure procedures and in any event no later than the time that may be indicated by us.
6.1.2 Check-in shall by made online via the MyPLAY account you have set up. Prior to arriving at the airport for your flight, you must check-in online and either print your boarding pass or download a mobile boarding pass.
6.1.3 Boarding and Check-in Deadlines may be found on your Ticket, our Website and are available by contacting us or our Authorized Agents. If no time is indicated, Check-in Deadline is 1 hour before the originally scheduled departure time. We reserve the right to cancel your reservation if you do not comply with the check-in formalities or deadlines.
6.2 Boarding deadlines
6.2.1 You must be present at the boarding gate no later than the time specified by us when you checked in. This time will normally be specified on your Ticket or on airport monitors but may be changed by public announcement or otherwise. If you do not present yourself at our boarding gate by the deadlines stipulated, your Booking will be cancelled. The flight will under no circumstances be held, and you will be denied boarding at your own expense.
6.2.2 In any event you should be at the boarding gate at least forty-five (45) minutes prior to departure. Boarding closes fifteen (15) minutes prior to departure. After that time, no Passengers can board the plane.
6.3 Failure to meet check-in and boarding deadlines
6.3.1 If you fail to meet check-in and boarding deadlines and other requirements pursuant to Article 15 your reservation will be cancelled and you will be denied boarding. We shall not liable to you for any cost, expenses or Damages you incur due to the failure to comply with the provisions of this clause. Your Fare will not be refunded.
Article 7 - Right to refuse carriage
7.1.1 We can refuse to conclude a contract of carriage with you or your Baggage in respect of any flight or flights you have booked with us if we tell you, in writing, that we will not carry you on any of our flights.
7.1.2 We may also refuse cancel your flight and to carry you or your Baggage if one or more of the following has occurred or we have reason to believe it may occur:
- such action is necessary to comply with any laws, regulations, or government orders;
- the carriage of you and / or your Baggage could endanger the health or safety of others or could interfere with the physical welfare or comfort of other Passengers or crew;
- your mental or physical state, including your impairment from alcohol or drugs, presents or appears to present a hazard or risk to yourself, to passengers, to crew, to the aircraft or to property of us or others;
- you have refused to cooperate with a security check or to submit to a security check for yourself or your Baggage or, having submitted to such a check, you fail to provide satisfactory answers to security questions at check-in or the boarding gate, or you fail a security profiling assessment / analysis, or you tamper with or remove any security seals on your Baggage or security stickers on your boarding pass;
- you use threatening, abusive or insulting words or behave in a threatening, abusive or insulting manner towards ground staff or members of the crew prior to or during boarding the aircraft or disembarkation from a connecting flight or on board the aircraft before take-off;
- you fail to observe or obstruct or hinder our instructions with respect to safety or security, whether prior to boarding or on board the aircraft, or those of any ground staff or crew member in the performance of their duties or if your tamper or threaten to tamper with the aircraft, its equipment or any part thereof;
- you have not paid in full the Fare or other fees levied by us;
- he cardholder of the debit or credit card used to pay for your booking did not authorize the payment or the cardholder, card issuer or acquiring bank claims that the transaction is fraudulent or we reasonably suspect that the cardholder or Passenger is connected to fraudulent activity or there have been previous fraudulent activity or chargeback by your or the cardholder;
- you present a Ticket which has been acquired unlawfully or has been purchased from a source other than us or our Authorised Agents, or which has been reported lost or stolen, is a counterfeit or you cannot prove that your are the person named in the Ticket;
- you commit a criminal offence during check-in or any of the other operations of embarkation on, or disembarkation from, your flight or disembarkation from a connecting flight or on board the aircraft before take-off;
- you have committed an offence on a previous flight and we have reason to suspect that you could repeat such behaviour;
- you are not in possession of valid Travel Documents, you wish to enter a country which you are only entitled to travel through or for which you have no valid Travel Documents, you destroy your Travel Documents during the flight or you refuse to hand over your travel documents to the crew in exchange for a receipt when asked to do so;
7.2 Consequence of cancellation of Booking, refusal to carry or removal of Passenger
7.2.1 If you are refused carriage due to one or more of the circumstances described in Article Right to refuse carriage written warning is not required, and we will cancel the Booking with no liability to refund the Ticket or for other expenses.
7.2.2 If we have, in the exercise of our reasonable discretion, refused to carry you, or removed you en route, for any of the reasons mentioned in Article Right to refuse carriage, then we may cancel any remaining unused portion of the Ticket, you will not be entitled to further carriage or to any refund with respect to any of the sectors covered by the Ticket and we will not be liable for any consequential loss or damage alleged due to any such refusal to carry or removal en route.
Article 8 - Passengers with special needs, unaccompanied minors and pregnant passengers
8.1.1 The carriage of unaccompanied minors, pregnant passengers or passengers with special needs may be accepted on the condition that approval has been received from us.
8.1.2 You and we must be reasonably satisfied that before you board the aircraft you are medically fit to fly. If you have any reason to suspect, or ought reasonably to know, that you have a condition which might be exacerbated by the normal operation of an aircraft and/or others on board or could cause you difficulty if you do not have medical assistance before the flight has ended, then you should not fly and we may not accept you for travel. If you have any doubt whatsoever you must seek professional medical advice before flying with us. Whenever you are aware of a medical condition of this type, but have been advised that you are fit to fly provided certain precautions are taken (for example, use of medication), it is your responsibility to ensure that all such precautions are in fact taken before, during and after your flight as needed. We may ask you to produce written evidence of your fitness to fly before we can accept you for travel.
8.2 Passengers with special needs
8.2.1 If you need special assistance because of a disability or reduced mobility, you must tell us about your needs when you make your Booking or within reasonable time after you made your Booking or as soon as you become aware that you will need special assistance. This must be at least 48 hours before the scheduled departure time so we can pass on the request to the relevant airport teams.
8.2.2 Under EC Regulation 1107/2006, we may refuse to allow a disabled person or a person with reduced mobility on the plane if that is necessary to meet any safety requirements that apply; such as the type of plane, the size and layout of the cabin and the aircraft and its doors, the total weight or number of passengers the plane can carry, the number of passengers crew members could manage to help in an emergency evacuation, and any other matters relating to emergency procedures.
8.2.3 For safety reasons, if you have a disability or medical condition which means you are unable to understand the safety briefing, fasten and unfasten your seat belt, take out and put on your life jacket, leave your seat and get to an emergency exit, put on an oxygen mask; and/or use the toilet on your own we require an assistant person to accompany you on your flight. We will make all reasonable efforts to give such person a seat next to you onboard the aircraft.
8.2.4 Carriage of assistance dogs in the cabin or other supporting animals is always subject to relevant national laws and regulations.
8.2.5 Further information about Special assistance can be found here.
8.3 Expectant mothers
8.3.1 Expectant mothers are permitted to fly to us if they are mentally and physically fit to fly until the end of week 35 of pregnancy. After week 36 of pregnancy expectant mothers are not permitted to fly with us.
8.4 Unaccompanied minors
8.4.1 We do not allow children under the age of 8 to travel alone on our flights. Children between the ages of 8-11 years old (having reached their 8th birthday but not their 12th birthday) can travel alone but require the unaccompanied minor services.
8.4.2 Children that have reached their 12th birthday can be booked as adults on our website and may travel on their own. The unaccompanied minor service is available but not required.
8.4.3 Passengers that have not reached their 18th birthday cannot accompany other children under the age of 12 or infants.
Article 9 - Baggage
9.1 Included in the Flight Fare
9.1.1 Included in the Flight Fare is one personal item with a maximum weight of 10 kg and no bigger than 42 x 32 x 25 cm including wheels and handles.
9.2 Baggage Incurring an Additional Charge
9.2.1 All other Baggage is chargeable in accordance with our Optional Service Charges visible on our website.
9.2.2 Baggage that is taken on board as Carry-on Baggage must be of a size and/or weight that means it can be stowed in a closed baggage locker in the cabin, or under the seat in front of you. The item must not exceed 56x45x25 cm with maximum weight of 12 kg. Objects that exceed the permitted limits or items that we consider will not fit in the cabin must be sent as Checked Baggage. Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments), and which do not meet the requirements of this clause, will only be accepted for carriage in the cabin of the aircraft if you have given us notice in advance and permission has been granted by us. You may be required to pay a separate charge for this service.
9.2.3 Combined dimensions on Checked Baggage may not exceed 158 cm/62 inches with maximum 20 kg.
9.2.4 Excess Baggage is accepted of/up to maximum 32 kg per bag, if capacity is available. This is charged per each kg that goes over the 20 kg limit and charged in accordance with our Optional Fees & Charges visible on our website.
9.2.5 Odd-sized baggage is accepted upon charge and chargeable in accordance with our Optional Fees & Charges visible on our website.
9.3 Packing Conditions of Baggage
9.3.1 All Baggage should be packed in accordance with our packing conditions published on our website, but always in such a way where it can withstand normal luggage handling and where damage will not occur during transport. Certain items are not designed for air travel and needs extra protection such as skies, golf equipment, music instruments, baby stroller, car seats and bicycles. It is your responsibility to properly pack your Baggage and provide the Baggage with the extra protection it needs. Each Passenger is solely responsible for packing their Baggage in such a way that the contents cannot be damaged.
9.3.2 We strongly recommend our passengers to take out travel insurance. All Checked Baggage must be clearly marked with name, e-mail, phone number and address. Please note that Baggage that is packed only in a plastic bag is not considered to fall under normal packaging conditions.
9.4 Prohibited item and items unacceptable as Baggage
9.4.1 You may not place the following in your Baggage:
- objects that are not Baggage as defined in these General Conditions of Carriage,
- objects that may cause damage to and/or endanger the aircraft, persons or goods on board the aircraft, such as for example the objects listed in the Safe Transport of Dangerous Goods Regulations of the International Civil Aviation Association (ICAO) or the International Air Transport Association (IATA);
- objects, whose carriage is forbidden owing to the national legislation or official regulations of a country, via which or to which the aircraft is flying;
- objects which in our opinion are unsuitable for carriage in that they are deemed a safety hazard, or unsuitable for carriage on account of weight, size, shape or other properties, or which are fragile or perishable;
- firearms and explosives, handguns, automatic weapons, ammunition including blanks, gun sights, fireworks, flares, smoke canisters and firecrackers;
- live animals, except as described in Article Animals.
9.4.2 Weapons and ammunition, including sporting and hunting weapons, are prohibited in the cabin. In general, no weapons and ammunition, other than sporting and hunting weapons, are acceptable as Checked Baggage. Weapons must in all cases be unloaded and made safe, and otherwise properly packed, and the bolt/forend must be sent separately from the rest of the weapon. The carriage of ammunition is subject to the regulations of the ICAO and IATA regarding dangerous goods.
9.4.3 It is forbidden to bring replicas of weapons, daggers, (flick) knives and other articles resembling offensive weapons as Carry-on Baggage, but these may be accepted as Checked Baggage.-
9.4.4 You must not place fragile objects, perishable or valuable objects, such as laptop computers, jewellery and precious stones, money, security documents, briefcases and attaché cases with alarms installed, medicines, medical certificates or identity documents in your Checked Baggage.
9.4.5 If objects described in this Article are nonetheless included in your Baggage despite the fact that this is prohibited, we will not be liable for the loss of, or damage to these objects.
9.5 Right to refuse carriage of Baggage
9.5.1 We reserve the right to refuse to carry your Baggage or refuse onward carriage of your Baggage (after check-in) if one of the following problems is identified:
- objects described in clause 9.4 are discovered in your Baggage;
- the Baggage is of such a size, shape, weight, content or other properties that they are unsuitable for carriage on board an aircraft;
- the Baggage is not packed properly in suitable packaging, such that normal conditions we can guarantee that it will arrive undamaged.
9.6 Right of search
9.6.1 For reasons of flight safety and security your baggage may be searched and examined. If we cannot contact you, your Baggage can be searched in your absence. The purpose of this search is to ascertain that your baggage does not contain any prohibited item or items unacceptable as Baggage. If you are unwilling to comply with such request, we may refuse to carry you and your Baggage. In the event a search or scan causes damage to you, or an x-ray or scan causes damage to your Baggage, we shall not be liable for such damage unless due to our fault or negligence. If a search or examination made by local authorities causes damage to your baggage or injury to you, we are not liable for any such damage.
9.7 Checked Baggage
9.7.1 When the Baggage has been presented to us for check-in, we will take charge of the Baggage and issue a Baggage Identification Tag for each piece of Checked Baggage.
9.7.2 When you present Baggage for check-in, you are obliged to:
- attach a label that includes as a minimum your name, address; and
- pack all Baggage in suitable packaging, as stated on these General Conditions of Carriage and on our Website.
9.7.3 Equipment for children/infants (e.g. stroller, car seat etc.) are accepted free of charge. Maximum number of equipment is two for each children/infant.
9.7.4 Checked Baggage limits and charges shall not apply to passengers’ mobility aids, and medical equipment. Rules regarding the carriage of mobility aids and medical equipment may be obtained on demand from us, our Website or from one of our Authorised Agents.
9.8 Collection and delivery of Checked Baggage
9.8.1 You are required to collect your Baggage as soon as possible at the destination or a stopover. If you do not collect your Baggage within a reasonable time, we may charge a storage fee. If you do not collect your Checked Baggage within three months after arrival at the destination, we may dispose of it without any liability to you.
9.8.2 Only the bearer of the Baggage Check and Baggage Identification Tag is entitled to delivery of the Checked Baggage. We accept no responsibility for checking the identity or authority of the bearer of the Baggage Check and Baggage Identification Tag or for checking that such person has any right to collection.
9.8.3 If a person claiming Checked Baggage is unable to produce the Baggage Check and identify the Baggage by means of a Baggage Identification Tag, we will deliver the Baggage to such person only on condition that he or she establishes to our satisfaction his or her right to the Baggage.
9.9.1 We do not accept live animals on board our flights except service dogs accompanying Passengers with special needs and then only to the extent permitted by applicable law, provided, however, that you shall remain solely responsible for obtaining all certificates, import permits and other documents required by the destination country. We are not responsible for verifying that an animal has the necessary documentation, including vaccination documents prior to travel through, to or from any country. We shall not have any liability for fines, costs or losses incurred in connection with an animal being refused entry into a country.
Article 10 - Schedules and Flight Irregularities
10.1.1 We will do our best to adhere to the published timetable for the day of carriage. Times indicated in timetables or elsewhere are not guaranteed and may change between when the timetable is published and the date the passenger wishes to travel.
10.1.2 Before we accept your Booking, we or our Authorised Agent will inform you of the scheduled departure time for your flight and it will be displayed on your Ticket. We reserve the right to change the departure time of your flight after the Booking is made. If you provide contact information to us or our Authorised Agent, we will do our best to inform you of such changes.
10.1.3 Should you wish to combine more than one of our flights on two separate tickets or combine one of our flights with a flight from another airline, you do so at your own risk.
10.2 Cancellation and delays
10.2.1 We do not guarantee your flight will be operated by the aircraft specified in our timetable and reserve the right to substitute aircraft as may be necessary from time to time. Sometimes, we may need to change the aircraft type or use another airline’s aircraft and, in these circumstances, we cannot guarantee that you will always receive the same level of in-flight service and baggage allowances as we provide.
10.2.2 If at any time after the Booking has been made, your flight is cancelled, re-routed or delayed, we will provide assistance in accordance with the applicable laws. This section does not give you any additional contractual rights
Article 11 - Refunds
11.1.1 All monies paid for Bookings (including any card charges and/or other fees) and/or extra services (such as luggage allowance), are non-refundable, except as otherwise provided in these Conditions of Carriage. For the avoidance of doubt, we do not offer refunds in the event of passengers being unable to fly due to any change in personal circumstances, including but not limited to medical grounds, except as otherwise provided in these Conditions of Carriage. The right to withdraw from or cancel the carriage agreement, as well as a right to a partial or full refund of the Total Fare exists only insofar as this is explicitly allowed by these Conditions of Carriage.
11.2 Cancellation protection
If you purchased PLAY’s cancellation protection, Fares may be refundable, subject to the cancellation protection terms and conditions as they are on our website.
11.3.1 If you are entitled to a refund for reasons other than those stated in clause 11.2, the sum to be refunded will be as follows:
11.3.2 If no part of the Ticket has been used, a sum equivalent to the Fare will be refunded, less the applicable service charges and cancellation fees.
11.3.3 If part of the Ticket has been used, a sum corresponding to the difference between the Fare and the applicable Fare for travel between the airports where the Ticket has been used will be refunded, less the applicable service charges and cancellation fees.
11.3.4 Government taxes and charges for unused flights may be refunded, provided that you send us a request via email@example.comLink opens in a new tab.
11.4 Recipient of refund
11.4.1 All refunds will be made by crediting the debit or credit card registered as the means of payment for the Booking. All claims for refunds must be submitted via the refund form on our Website. If a Ticket has been paid by someone other than the passenger named on the Ticket, we will only refund sums to the person who paid for the Ticket, or in accordance with authorisation from said person.
11.5.1 We reserve the right to refund sums in the same currency used to purchase the Ticket.
Article 12 - Conduct on board
12.1.1 You can be removed from the aircraft and your further carriage may be refused, if it is our objective opinion that you are conducting yourself on board in such a way that you endanger the aircraft, any person or property on board, or that you are obstructing the crew in the performance of their duties or you have failed to comply with any instructions of the crew, including instructions relating to smoking, alcohol or the use of drugs, or if you are behaving in such a way which may cause objection, disturbance, damage or injury to other passengers or crew. We may take such measures as we deem necessary to prevent such behaviour from continuing, including physical restraint. If you fail to comply, the captain of the aircraft may decide to land the aircraft at the nearest location and offload the passenger. Claims will be made against you for diversion cost and your tickets will be invalid for further carriage. Details of your conduct will be reported to relevant authorities. You can be prosecuted for offences committed on board the aircraft.
12.2 Use of electronic equipment
12.2.1 You are prohibited from using electronic equipment containing transmitters or receivers on board the aircraft. Such equipment includes, but is not limited to, mobile (cellular) telephones, laptops, portable cassette recorders, transistor radios, CD players, electronic games and radio-controlled toys. Exceptions will apply to electronic equipment with flight mode. Flight mode must be activated prior to departure.
12.3 Payment of diversion cost
12.3.1 If, as a result of conduct by you of the sort mentioned this Article we decide, in the exercise of our reasonable discretion, to divert the aircraft for the purpose of offloading you and / or your Baggage, you must pay all costs resulting from that diversion.
12.4 On board alcohol
12.4.1 You are not allowed to consume alcohol aboard an aircraft (whether purchased as duty free from us or someone else or otherwise obtained) unless it has been served to you by us. We have the right, at any time and for any reason, to refuse to serve you alcohol or to withdraw alcohol which has been served to you.
Article 13 - Agreements for additional service
13.1.1 If we make arrangements with a third party to provide you with any services other than carriage by air, or if we issue a ticket or voucher for services (other than carriage by air) provided by a third party, such as hotel reservations or car rental, in doing so we act only as your agent for such services. The terms and conditions of the third-party service provider will apply. We shall have no liability for such services towards you.
Article 14 - Administrative formalities
14.1.1 You are responsible for obtaining all the required Travel Documents, including visas, and for complying with all laws, regulations, orders, demands and travel requirements in the countries you are flying from and to, and through which they will transit.
14.1.2 You must obey all laws, regulations and orders of any countries you fly from, enter or travel through or in which you are a transit Passenger.
14.1.3 If you cannot present valid identification or the necessary Travel Documents, e.g. passport or visa, on demand, or your Travel Documents do not appear to be in order we reserve the right to refuse you carriage.
14.1.4 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.
14.2. Travel Documents
14.2.1 Prior to travel you must submit all exit, entry, health and other documents, which are required by the country concerned by way of its laws, regulations, orders, demands or other requirements, and you agree to allow us to make and keep photocopies of these documents at our request.
14.3 Refusal of entry
14.3.1 If you are denied entry into any country, you will be liable for any fines or charges imposed on us by the relevant authority. You will also be liable for the cost of transporting you form the country concerned. We will not refund the Fare for the journey to the place where entry was refused.
14.4 Your liability for fines and charges
14.4.1 If we are required to pay any fine or penalty or to pay any detention costs, or other expenditure on account of your failure to respect or abide by the laws, regulations, orders, directives or other travel requirements of the countries concerned, or your failure to produce the necessary Travel Documents, you are obliged to reimburse us on demand any expenses incurred by us. We may use the value of the unused portion of your ticket or your property which is in our custody as part settlement of this payment.
14.5 Customs inspections and searches
14.5.1 If required, you must allow customs or government officials to search your Baggage. We are not responsible for loss or damages which you suffer as a consequence of this search or as a consequence of your failure to comply with this demand.
14.6 Security search/inspection
14.6.1 You must allow us, government officials, airport officials or other carriers to perform a security screening of you and your baggage
Article 15 - Liability for Damage
15.1.1 Our liability may, pursuant to the applicable Conventions, be reduced or lapse in the event of any negligence on your behalf that caused or contributed to the Damage.
15.1.2 We are not liable for any Damage arising from our compliance with or your failure to comply with applicable laws or Government rules and regulations.
15.1.3 In no case shall our liability exceed the amount of proven Damage. Our liability is limited to documented financial losses, and we will under no circumstances be liable for consequential losses, except as required by applicable laws or Conventions.
15.1.4 The contract of carriage, including these General Conditions of Carriage and exclusions or limits of liability, applies to our Authorised Agents, servants, employees and representatives to the same extent as it and they apply to us. The total amount recoverable from us and from such Authorised Agents, employees, representatives and persons shall not exceed the amount of our own liability, if any.
15.1.5 Unless expressly stated, none of what is contained in these General Conditions of Carriage shall be construed to mean that we waive any exception or limitation in our liability pursuant to applicable laws, Conventions or agreements.
15.1.6 We are not responsible for any illness, injury or disability, including death, attributable to your physical or mental condition or for the aggravation of such condition. We assume no liability for any unforeseen medical emergency that occurs on board an aircraft. Should we incur costs due to a necessary stop to transport you to a hospital, we reserve the right to hold you liable for the reimbursement of all the costs and expenses we may have incurred in connection with this.
15.1.7 We are liable only for Damage occurring on our flights. If we issue a ticket for carriage on the flights of another airline or accept Baggage for carriage on the flights of another airline, we are solely acting as agent for that airline. Nevertheless, in the case of Checked Baggage you have the right to claim compensation for Damages against the first or last Airline in a consecutive series of carriages as you see fit.
15.1.8 If the Damage was caused by or contributed to by the actions of the person who suffered the damage, we may be exonerated wholly or in part from our liability in accordance with applicable law.
15.1.9 Unless expressly stated to the contrary, the conditions of this Article 15.1 also apply without restriction to the specific cases set forth in Articles Death of or injury to passengers and Damage to Baggage
15.2 Death of or injury to passengers
15.2.1 The exclusions set out in the Convention and in applicable national law apply in full.
15.2.2 A Passenger whose age, mental or physical condition is such that carriage poses a danger to the Passenger his or herself, must inform us beforehand so that we can check whether and under what circumstances they may be carried without danger
15.3 Damage to Baggage
15.3.1 We assume no liability for Damage caused to Carry-on Baggage unless the Damage was caused by our negligence or the negligence of our agents.
15.3.2 Our liability for Damage, destruction or loss of Baggage is limited to the maximum amounts for international carriage set forth in the Montreal Convention except where you prove that the damage resulted from an act or omission by us or our agents carried out either with the intention of causing Damage, or recklessly with knowledge that Damage would probably result, and you prove that our employees or agents responsible for the act or omission were acting within the scope of their employment.
15.3.3 We are not liable for Damage to baggage caused by delay if we prove that we and our agents took all reasonable measures to avoid the Damage or that it was impossible for us or our agents to take such measures.
15.3.4 We are not liable for any Damage caused by your Baggage. You are responsible for any Damage caused by your Baggage to other persons or property, including our property.
15.3.5 If we prove that any Damage was caused or contributed to by the negligence or other wrongful act or omission of the person claiming compensation, or the person from whom he or she derives his or her rights, we shall be wholly or partly exonerated from liability to the claimant to the extent that such negligence or wrongful act or omission caused or contributed to the Damage. When by reason of death or injury of a Passenger compensation is claimed by a person other than the Passenger, we shall likewise be wholly or partly exonerated from liability to the extent that we prove that the Damage was caused or contributed to by the negligence or other wrongful act or omission of that Passenger.
15.3.6 Except where the Convention applies, we shall have no liability whatsoever for Damage to articles not permitted to be contained in Checked Baggage. This includes fragile and perishable objects, valuable objects (such as laptop computers, jewellery and precious stones, money, security documents, briefcases and attaché cases with alarms installed, medicines, medical certificates or identity documents), regardless of whether this Baggage is checked or taken as Hand Baggage.
15.3.7 Under no circumstances will we be liable for cosmetic and/or surface Damage suffered by Baggage during carriage and which is caused by normal wear and impacts (wear and tear).
Article 16 - Time Limitation on claims and actions
16.1 Notice of baggage claims
16.1.1 Acceptance of Baggage by the bearer of the Baggage Check without complaint at the time of delivery is prima facie evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage. If you wish to file a claim or an action regarding Damage to Checked Baggage, you must notify us as soon as you discover the Damage, and at the latest, within seven (7) Days of receipt of the Baggage. If you wish to file a claim or an action regarding delay of Checked Baggage, you must notify us within twenty-one (21) Days from the date the Baggage has been placed at your disposal. Such notification must be made in writing.
16.2 Limitations of actions
16.2.1 Any right to Damages and / or compensation and / or any other relief whatsoever in relation to your booking shall be extinguished if an action is not brought within two years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court where the case is heard.
Article 17 - Personal Data
17.1.1 You acknowledge and consent that your personal data may be passed onto, retained and used by us for the following purposes: Carrying out a reservation, acquiring a Ticket, acquiring additional service and carrying out payment, preparing and offering services, simplifying immigration and customs procedures, making fraud prevention checks and making this data available to government officials relevant to your journey, to protect our and others’ rights, property or safety, or in response to requests from any government officials or legal process. To these ends you grant us the authority to gather, store and use this data and to transmit it to our offices, our Authorised Agents, government officials, credit and charge card companies, other Airlines or to those who are providing the services named above. Some of these companies/entities may be located outside the European Union.
Article 18 - Other conditions
18.1.1 Carriage of the passenger and his/her baggage is also provided in accordance with certain other regulations and conditions applying to or adopted by us related to operational safety, punctuality and the passenger convenience. These regulations and conditions as varied from time to time are important. They concern among other things; the carriage of unaccompanied minors, disabled passengers, pregnant women, sick passengers, restrictions on use of electronic devices and items, transportation of certain dangerous articles and the onboard consumption of alcoholic beverages and smoking materials.
18.1.2 Regulations and conditions concerning these matters are available from us upon request.
Article 19 - Choice of Law and Jurisdiction
19.1.1 Unless otherwise provided by the Convention or any applicable law these Conditions of Carriage and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of Iceland.
19.1.2 Unless otherwise provided by the Convention or any applicable law the Courts of Iceland shall have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Conditions of Carriage or its subject matter or formation (including non-contractual disputes or claims). Nothing in this clause shall limit the right of PLAY to take proceedings against you in any other court of competent jurisdiction, nor shall the taking of proceedings in any one or more jurisdictions preclude the taking of proceedings in any other jurisdictions, whether concurrently or not, to the extent permitted by the law of such other jurisdiction.