General Conditions of Carriage

We, us, our - British Airways Plc, BA CityFlyer, BA Euroflyer.

You, your - any person holding a ticket who is to be carried or is carried on an aircraft, except members of the crew, or, in relation to ticket refunds, the person who paid for the ticket. (See also the definition for passenger.)

Agreed stopping places - the places, except the place of departure and the place of destination, set out in your ticket or shown in our timetables as scheduled stopping places on your route.

Airline designator code - the two or three letters or the letter and number which identify particular carriers.

Authorised agent - a passenger sales agent who we have appointed to represent us in selling air transportation on our services.

Baggage - your personal property accompanying you on your flight. Unless we say otherwise, this consists of your checked and unchecked baggage.

Baggage check - the parts of your ticket which relate to carrying your checked baggage.

Baggage identification tag - a document we give you to identify each piece of your checked baggage.

Carrier - an air carrier.

Checked baggage - baggage which we have taken into our custody and for which we have issued a baggage identification tag or a baggage check or both. (Checked baggage travels in the hold of the aircraft.)

Check-in deadline - the time limit we have set by which you must have completed check-in and received your boarding pass.

Conditions of carriage - these conditions of carriage or another carrier’s conditions of carriage as the case may be.

Conjunction ticket - a ticket we have issued to you in conjunction with another ticket which together make up a single contract of carriage.

Connecting flight - a subsequent flight providing onward travel on the same ticket or on a conjunction ticket.

Consumer - a man or a woman who has bought a ticket under a contract governed by the law of a member state of the European Union and plans to use it for travel outside his or her trade, business or profession.

Convention - whichever of the following apply.

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 Convention for the Unification of Certain Rules for International Carriage by Air, signed at Montreal, 28 May 1999 (referred to below as the Montreal Convention).

Coupon - a paper flight coupon or an electronic coupon, each of which entitles the passenger named on it to travel on the particular flight identified on it.

Damage - includes death of, wounding of, or bodily injury to a passenger. It also includes loss, partial loss, theft of, or other damage to baggage arising out of, or in connection with, either carriage on flights we operate or other services we provide.

Days - all seven days of the week. For the purpose of sending notices, we will not count the day on which notice is sent. For the purposes of deciding whether a ticket is valid, we will not count the day on which the ticket was issued, or the first flight began.

Electronic coupon - an electronic flight coupon for an electronic ticket held in our computer database.

Electronic ticket - an itinerary and receipt, electronic coupons and any boarding document we have issued to you.

Events beyond your control - unusual and unforeseeable circumstances which you cannot control and the consequences of which you could not have avoided even if you had taken all due care.

Flight coupon - the part of your ticket which has the words 'Good for Passage' printed on it. In the case of an electronic ticket, it means the electronic coupon. The flight coupon shows the places of departure and destination between which you are entitled to be carried.

Involuntary fare refund - a refund, under clause 10b, of the fare for your ticket.

Itinerary and receipt - a document or documents we or our authorised agents issue on paper, by fax, by E-mail, or deliver electronically to passengers travelling with electronic tickets. It contains the passenger's name, flight information and a receipt.

Passenger - any person holding a ticket who is carried, or is to be carried, on an aircraft, except members of the operating crew. (See also the definition for you, your.)

Passenger coupon - the part of your ticket which is marked as such.

SDR - a Special Drawing Right as defined by the International Monetary Fund.

Stopover - a scheduled stop on your journey at a point between the place of departure and the place of destination.

Tariff - the published fares, charges and related conditions of carriage of an airline which have been filed, where required, with the appropriate authorities.

Ticket - either a document called 'Passenger ticket and baggage check' or an electronic ticket, which we or our authorised agents have issued to you.

Transit passenger - a passenger arriving at an airport for onward travel to another country:

• on the same flight from that airport
• on a connecting flight from that airport
• on a connecting flight from another airport
• on another onward flight from that airport

Unchecked baggage - your baggage other than your checked baggage. (You take your unchecked baggage with you on to the aircraft.)

Validity period - the period for which your ticket is valid for travel.

Voluntary fare refund - a refund, under clause 10c, of the fare for your ticket.

2a) General

Except where clause 2c says otherwise, these conditions of carriage will apply to all flights we operate under the BA airline designator code and to any case where we have a legal liability to you in relation to your flight.

2b) Code shares and franchises

On some services we have arrangements with other airlines known as code shares. This means that, even if you have a reservation with us and hold a ticket showing the BA airline designator code for the flight, another airline may operate the aircraft.

On some services we have arrangements with other airlines called franchisees who will operate the aircraft on which you will travel using our name, our livery and the BA airline designator code.

If either a code share or a franchise applies to your flight, we or our authorised agents will let you know if we or another airline will be operating the flight at the time you make a reservation.

2c) Differences between these conditions of carriage and tariffs and laws

If these conditions of carriage are inconsistent with any tariffs or laws which apply to your contract of carriage with us, the tariffs or laws will apply.

2d) Differences between these conditions of carriage and our regulations

If these conditions of carriage are inconsistent with our regulations, these conditions of carriage will apply.

2e) Validity of these conditions of carriage

If one of these conditions of carriage is invalid, the other conditions will remain valid.

3a) General

a1) We will only carry you if you are the passenger named in the ticket. We may ask you to prove that this is the case.

3a2) You cannot transfer your ticket. However, please read clauses 3e and 3f.

3a3) We sell some tickets at discounted fares which may be partly or completely non-refundable. You should choose the fare which best suits your needs and consider taking out insurance to cover instances where you might have to cancel your ticket.

3a4) Your ticket is our property at all times if it was issued by us or our authorised agents. If your ticket was issued by or on behalf of another airline, it is the property of the airline which issued it.

3a5) Except where you have an electronic ticket, you will not be entitled to be carried on a flight unless you have presented a valid ticket to us containing: -

• the flight coupon for that flight
• all other unused flight coupons and
• the passenger coupon

You will not be entitled to be carried on a flight if the ticket you have presented is spoiled, torn or damaged or if it has been altered or tampered with unless we or our authorised agents have made the alteration.

If you are travelling on an electronic ticket, you will not be entitled to be carried on a flight unless the electronic ticket was issued in your name and you can prove to us that you are the person named on it.

3a6) A ticket is a valuable document and you must make sure it is not lost or stolen.

3b) Ticket validity period

3b1) Unless it says differently on the ticket, in these conditions of carriage, or in any tariffs which apply, a ticket is valid for travel for:

• one year from the date it is issued or
• one year from the date you first travelled using the ticket, as long as your first flight took place within a year of the ticket being issued.

3b2) If you are prevented from travelling within the validity period of a ticket because we could not confirm your reservation at the time you asked for it, we will:

• extend the validity period of the ticket or
• give you a voluntary fare refund.

3b3) If, after beginning your journey:

• you become ill
• your illness prevents you from travelling on your next flight within the validity period of your ticket; and
• you want us to extend the validity period so that you can continue your journey;

you must give us a medical certificate. The certificate must:

• state the facts relating to your illness and
• confirm the date you will be fit to travel again ('the recovery date').

When we receive the certificate, we may decide to extend the validity period until either:

• the recovery date, as long as there is a seat available on the relevant flight in the class of service for which you have paid the fare or
• if not, the first date after the recovery date when a seat will be available.

If the flight coupons left on your ticket involve one or more stopovers, we may decide to extend the validity period up to a maximum of three months from the recovery date. If other members of your immediate family were travelling with you when you fell ill, we will extend the validity period of their tickets for a similar period.

3b4) If:

• a passenger dies during their journey and
• other passengers are travelling in the same party as the dead passenger

we may decide to do either, or both, of the following.

• We will not enforce any minimum stay conditions which apply to the tickets of members of the party.
• We will extend the validity period of their tickets.

3b5) If:

• you have begun your journey
• a member of your immediate family dies and
• you have supplied us with a copy of the death certificate,

we may decide to change your tickets and those of your immediate family travelling with you by doing either, or both, of the following.

• We will not enforce any minimum stay condition relating to the tickets.
• We will extend the validity period of the tickets.

We will not extend the validity period of the tickets for more than 45 days after the date of death.

3c) Using flight coupons in the right sequence and changes in itinerary

3c1) Your ticket is valid only for the transportation shown on it from the place of departure through any agreed stopping places to the final place of destination. The fare you have paid is based on our tariff for the transportation shown on your ticket and forms part of your contract with us.

3c2) Your ticket is no longer valid if you do not use all the coupons in the sequence provided in the ticket. Where you change your travel without our agreement and the price for the resulting transportation you intend to undertake is greater than the price originally paid, you will be requested to pay the difference in price. Failure to pay the price applicable to your revised transportation will result in refusal of carriage.

3c3) If you want to change all or part of your transportation, you must contact us beforehand. We will work out the revised fare for your changed transportation. You will have the option of either accepting the revised fare or maintaining your original transportation.

3c4) If you need to change any aspect of your transportation because of events beyond your control, you must contact us as soon as possible. We will use reasonable efforts to transport you to your next stopover or final destination, without re-calculating the fare.

3c5) If you change your transportation without our agreement, your unused flight coupons will not be valid for travel and will have no value and we will not carry you until:

• we or our authorised agents have re-calculated the revised fare for your actual transportation and
• you have paid the difference (if any) between the fare you have already paid and the revised fare which applies to your changed transportation.

If the revised fare is lower than the fare you have already paid, we or our authorised agents will refund you the difference.

3c6) While some changes to your transportation will not result in a change of fare, others, such as changing the place of departure (for example, because you have not used the first flight coupon in your ticket or you have reversed the direction of your travel) may result in a fare increase. Many fares are valid only for travel on the dates and for the flights shown on the ticket. You may not be able to change these at all or only if you pay us an extra fee to do so.

3c7) We will accept each flight coupon in your ticket for transportation in the class of service on the date and flight for which you have a reservation unless you fail to meet the check-in and boarding requirements in clause 6 or we have to deny you boarding because of overbooking or we exercise our right to refuse to carry you under clause 5d3 or 7.

3c8) If we issue a ticket without a reservation being specified on it, you may make a reservation later but whether you will be able to do so will depend on our tariff and whether a seat is available on your chosen flight.

3c9) If you cancel a booking before the check-in deadline for your flight, we will not cancel your return or onward reservations.

3c10) If you fail to cancel a booking before the check-in deadline for your flight and do not show up for the flight, we may decide to cancel your return or onward reservations.

3d) Replacement tickets

If you ask, we will replace your ticket with a new ticket if:

• you have lost your ticket or part of it
• your ticket is spoiled, torn, damaged or has been altered or tampered with
• you do not have your ticket with you and so cannot present it to us or
• one or more unused flight coupons or the passenger coupon (or both) are missing from your ticket.

We will only do this if:

• we or our authorised agents issued the original ticket
• you sign an agreement to repay us any costs and losses, up to the value of the original ticket, which we or another airline would suffer as a result of the ticket being misused and
• you prove that you had a valid ticket.

We will not claim from you any losses which result from our own negligence.

We may charge a reasonable administration fee for issuing a new ticket, unless the loss or damage was caused by us or our authorised agents.

If:

• you cannot prove that you had a valid ticket or
• you do not sign an agreement.

We may ask you to pay up to the full ticket price for a replacement ticket. We will give you a refund if and when we are satisfied that the original ticket has not been used before its validity period ran out. If you find the original ticket before its validity period runs out and give it to us, we will give you a refund at that time.

If we or our authorised agents did not issue your ticket, you must apply for a refund from the airline which issued it.

3e) Your rights if you are prevented from travelling by events beyond your control

If:

• you are a consumer.
• you have been prevented from travelling by events beyond your control and
• all or part of the fare for your ticket is non-refundable.

We will give you a credit for the non-refundable part of the fare. We will do this if you:

• have a completely unused ticket
• have told us promptly about the events beyond your control and
• have given us evidence of these events.

The credit can be used for future travel on us by you or any person you choose. We may take a reasonable fee from the credit to cover our administration costs.

3f) Your right to transfer your booking to another passenger where the Package Travel, Package Holidays and Package Tour Regulations apply.

We or our authorised agents will, if you ask, issue a new ticket to somebody else to replace your ticket if:

• your ticket has been issued as part of a package to which The Package Travel, Package Holidays and Package Tours Regulations 1992 SI 1992/3288 as amended (the Regulations) apply
• you want to transfer your booking under regulation 10 of the Regulations
• you prove to us or our authorised agents that you have satisfied the requirements of regulation 10 and are entitled to transfer the booking
• you give us or our authorised agents reasonable notice of your intention to transfer the booking before your date of departure
• you give us or our authorised agents the full name, address and contact number of the person to whom you want the new ticket to be issued
• you deliver your ticket to us or our authorised agents and
• you pay us or our authorised agents a reasonable administration fee for issuing the new ticket.

3g) Our name and address on tickets

Our name may be abbreviated to the BA airline designator code on the ticket. Our address is Waterside, PO Box 365, Harmondsworth UB7 OGB, United Kingdom. Please also see our website www.ba.com for more details of how to contact us.

4a) Fares, carrier imposed charges and surcharges

4a1) Your fare covers transporting you from the airport at the place of departure to the airport at the place of destination, unless we say otherwise.

4a2) Your fare does not include ground transport between one airport and another or between an airport and the town terminal.

4a3) We or our authorised agents will work out the fare for your ticket which applies under our tariff on the date you pay for it. The fare will be for travel on the specific dates and itinerary shown on your ticket.

4a4) If you want to change either your itinerary or your dates of travel, this may increase the fare.

4a5) Carrier imposed charges and/or surcharges may be added to your fare as part of the published total amount payable for your transportation.

4b) Taxes, fees and charges

4b1) You must pay any taxes, fees and charges imposed on us or on you by governments or other authorities, or by operators of airports.

4b2) When you buy your ticket, we will tell you about any:

• carrier imposed charges, and surcharges
• taxes, fees and charges

4b3) Taxes, fees and charges change constantly and can be imposed or altered after the date we have issued your ticket. If they change or if a new tax, fee or charge is imposed after we have issued your ticket, you will have to pay us any increase. Similarly, if any taxes, fees and charges you pay to us in respect of your transportation when we issue the ticket are then abolished or reduced, you will be entitled to claim a refund from us. If you are a resident of, and your flight departs from, the Federal Republic of Germany, any increase in taxes, fees or charges will not be applied in the period of 4 months from the date of purchase of the ticket.

4b4) If you do not use your ticket, you will be entitled to claim a refund of any taxes, fees and charges which you paid, less a reasonable service charge.

4c) Currency

You must pay the fare, carrier imposed charges and surcharges, and any taxes, fees and charges in the currency of the country in which the ticket is issued, unless we or our authorised agents say you must use another currency at or before the time you pay. We may decide to accept payment in another currency.

5a) General

5a1) We will record your reservation in our computer system. If you ask, we or our authorised agents will send you confirmation of your reservation to the email address that was provided to us at the time that the booking was made.

5a2) Some fares have conditions attached to them which limit or exclude your right to change or cancel reservations.

5a3) We or our authorised agents may charge additional carrier or agency fees for issuing or changing your ticket or providing other reservation services.

5b) Time limits for payment of the fare

If you have not paid for your ticket by the deadline we or our authorised agents have set, we may decide to cancel your reservation.

5c) Personal information

5c1) We may use the personal information that you provide and we collect, including information about your purchase history and how you use our services and facilities ('your personal information'), for the purposes of:

• making a reservation and issuing a ticket
• providing you with your transportation and any related services and facilities
• accounting, billing and auditing
• verifying and screening credit or other payment cards
• immigration and customs control
• safety, security, health (including for compliance with government and regulator imposed screening requirements), administrative and legal purposes
• statistical analysis
• marketing analysis
• operating frequent flyer programmes
• systems testing, maintenance and development
• customer relations
• helping us in any future dealings with you and
• direct marketing and market research (which we will only do at your request or with your consent or if we give you the opportunity to opt out).

5c2) For these purposes we may release your personal information to:

• our subsidiary companies
• carriers and other companies involved in providing your transportation or related services and facilities
• our oneworldTM partner airlines and franchisees
• data processors
• our agents
• government, public health bodies and enforcement agencies and
• credit and other payment card companies and screening companies.

This may involve sending your personal information outside the European Economic Area.

5d) Passengers requiring advance arrangements

5d1) For passengers with a disability refer to clause 20.

5d2) If you are not a passenger with a disability but you ask us or our authorised agents at the time of booking to provide any special assistance, we will make reasonable efforts to meet your request.

5d3) We may decide not to carry:

• pregnant women or
• passengers who are ill.
• if arrangements to carry them have not been made before check in; or
• unaccompanied children without a consent form (see clause 5d5).

5d4) We will not carry you if you are aged under 14 at the date of travel and are not travelling with someone aged 16 or older on your booking or on a linked booking. If we refuse to carry you clause 10b) will apply.

5d5) If you are aged under 16 at the date of travel and are travelling without someone aged 16 or older on your booking or a linked booking, you must carry with you at all times a fully completed Young Flyer Travelling Alone consent form which is available on our website. You must also carry a copy of your parent or guardian’s passport or identity document. If you do not carry these documents at all times or present it when requested by us or our agents, we may refuse to carry you. If we refuse to carry you clause 10b) will apply.

5e) Seating

5e1) We will try to honour advance seating requests.

5e2) We cannot guarantee that you will be able to sit in any particular seat.

5e3) We can change your seat at any time, even after you have boarded the aircraft, as we may need to do this for operational, safety or security reasons.

5f) Reconfirming reservations

5f1) You may have to reconfirm onward or return reservations within certain time limits. We will tell you if you need to reconfirm and how and where you should do this.

5f2) If you fail to reconfirm, we may decide to cancel your onward or return reservations.

5f3) If you fail to reconfirm but let us know that you still want to travel and there is space on the flight, we will reinstate your reservations and carry you. If there is no space on the flight, we will use reasonable efforts to carry you to your next or final destination on a later flight.

5f4) You should check the reconfirmation requirements of any other carriers involved in your journey and where necessary, reconfirm with the carrier whose airline designator code appears on the ticket for the flight in question.

6a) Check-in deadlines

Check-in deadlines vary and your journey will be smoother if you allow plenty of time to check in. Please find out the check-in deadlines for your flights before you travel and keep to them. We may also tell you a time by which you must present yourself for check-in.

6b) The check-in deadline for your first flight

We or our authorised agents will tell you the check-in deadline for your first flight with us. Check-in deadlines for all our flights are set out in our website www.ba.com and you can also ask us or our authorised agents for details at any time.

6c) You must check in by the check-in deadline

If you do not complete the check-in process by the check-in deadline, we may decide to cancel your reservation and not carry you. By completing the check-in process we mean that you have received your boarding pass for your flight.

6d) You must arrive at the boarding gate on time

You must be present at the boarding gate not later than the time we give you when you check in. We may decide not to carry you if you fail to arrive at the boarding gate on time.

6e) We are not liable if you fail to meet deadlines

We will not be liable to you for any loss or expense you suffer if you fail to meet check-in deadlines, fail to present yourself for check-in on time (if we tell you a time) or fail to be at the boarding gate on time.

7a) Our right to refuse to carry you

We may decide to refuse to carry you or your baggage if one or more of the following has happened or we reasonably believe may happen.

7a1) If carrying you or your baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger.

7a2) If carrying you or your baggage may affect the comfort of any person in the aircraft.

7a3) If you are drunk or under the influence of drink or drugs.

7a4) If you are, or we reasonably believe you are, in unlawful possession of drugs.

7a5) If you have ever been caught smoking, attempting to smoke and/or tampering with a smoke detector on a previous flight by a member of our crew.

7a6) If your mental or physical state or health is considered a danger or risk to you, the aircraft or any person in it, or you have failed to meet government, public health body, or other government enforcement body, health requirements applicable for the country you are travelling to.

7a7) If you have refused to allow a security check to be carried out on you or your baggage.

7a8) If you have not observed or obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security, including, but not limited to, the requirement to comply with health mitigation measures implemented to prevent the spread of infectious disease.

7a9) If you have used threatening, abusive or insulting words towards our ground staff or another passenger or a member of the crew of the aircraft.

7a10) If you have harassed (including sexually harassed) or behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or a member of the crew of the aircraft.

7a11) If you have deliberately interfered with a member of the crew of the aircraft carrying out their duties.

7a12) If you have put the safety of either the aircraft or any person in it in danger.

7a13) If you have made a hoax bomb or other security threat.

7a14) If you have committed a criminal offence during the check-in or boarding processes or on board the aircraft.

7a15) If you have not, or do not appear to have, valid travel documents.

7a16) If you try to enter a country for which your travel documents are not valid.

7a17) If the immigration authority for the country you are travelling to, or for a country in which you have a stopover, has told us (either orally or in writing) that it has decided not to allow you to enter that country, even if you have, or appear to have, valid travel documents.

7a18) If you destroy your travel documents during the flight.

7a19) If you have refused to allow us to photocopy your travel documents.

7a20) If you have refused to give your travel documents to a member of the crew of the aircraft, when we have asked you to do so.

7a21) If you ask the relevant government authorities for permission to enter a country in which you have landed as a transit passenger.

7a22) If carrying you would break government laws, regulations, or orders.

7a23) If you have refused or failed to give us information which a government authority has asked us to provide about you, including passenger information requested in advance of your flight or valid health verification documentation required by the country that you are travelling to.

7a24) If you have not presented a valid ticket.

7a25) If you have not paid the fare (or any applicable carrier imposed charges and surcharges, and any applicable taxes, fees and charges) for your journey.

7a26) If you have presented a ticket acquired illegally.

7a27) If you have presented a ticket which you did not buy from us or our authorised agents.

7a28) If you have presented a ticket which was not issued by us or our authorised agents.

7a29) If you have presented a ticket which has been reported as being lost or stolen.

7a30) If you have presented a counterfeit ticket.

7a31) If you have presented a ticket with an alteration made neither by us nor our authorised agents.

7a32) If you have presented a spoiled, torn or damaged ticket or a ticket which has been tampered with.

7a33) If you cannot prove you are the person named in the ticket.

7a34) If you have changed your transportation without our agreement as set out in clause 3c.

7a35) If you have failed to present your ticket or your boarding pass or your travel documents to us when reasonably asked to do so.

7a36) If you have failed to complete the check-in process by the check-in deadline.

7a37) If you have failed to arrive at the boarding gate on time.

7a38) If you have refused or failed to undergo health screening or a health examination requested by us or by a government or enforcement agency.

7a39) If you have behaved in a way mentioned above on or in connection with a previous flight and we believe you may repeat this behaviour.

7b) Our right to refuse to carry you when we have banned you from our route network

7b1) Separately, and in addition to our right to refuse to carry you under any of the provisions of 7a), We will be entitled to refuse to carry you or your baggage if we have given you a banning notice.

7b2) By a banning notice we mean a written notice we have given to you informing you that you are banned from being carried on our route network. (This means you are banned from travelling on all flights we operate.) This notice will give the date when the ban comes into force and the period for which it applies. A banning notice will also ask you not to buy a ticket or ask or allow anyone to do so for you.

7b3) If you try to travel while a banning notice is in force, we will refuse to carry you and your only recourse will be receipt of an involuntary fare refund. You will not be entitled to any compensatory or other damages.

8a) Your free baggage allowance

We will carry some of your baggage free of charge. Your free baggage allowance will be shown on your ticket, or in the case of an electronic ticket, on your itinerary and receipt and will depend on our baggage regulations applying at the time of your flight. If you are in doubt, please ask us or our authorised agents for details of your free baggage allowance and our baggage regulations.

8b) Excess baggage

You will have to pay a charge for the carriage of baggage over your free baggage allowance. Please ask us or our authorised agents for details of our excess baggage rates.

The carriage of excess baggage is subject to availability.

You will have to pay a charge for the carriage of baggage over your free baggage allowance. Please ask us or our authorised agents for details of our excess baggage rates.

The carriage of excess baggage is subject to availability.

8c) Items you must not carry in baggage

You must not carry the following in your baggage (whether as checked baggage or unchecked baggage):

• Items you are forbidden from carrying by law.
• Items you are forbidden from carrying by our regulations.
• Items likely to put the aircraft or people or property on board the aircraft in danger. These include the items shown in the 'International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air' and the 'International Air Transport Association (IATA) Dangerous Goods Regulations'.
• Items which we reasonably consider unsuitable for carriage because they are dangerous, unsafe, too heavy, too big, fragile or perishable or because of their shape or character. In deciding if items are unsuitable for carriage, we will take account of the type of aircraft being used.

If we discover that you are carrying forbidden items, we will refuse to carry them. Please ask us or our authorised agents for information about forbidden items if you need it.

8d) Firearms

8d1) On some of our services we do not carry firearms and ammunition. On services where we do carry firearms and ammunition we may charge a handling fee for accepting firearms and ammunition or we may exclude firearms and ammunition from your free baggage allowance in which case you will have to pay an excess baggage charge.

8d2) If you want us to carry firearms and ammunition, other than sporting guns or ammunition, you must get our permission before you check in. If you do not, we may decide not to carry them.

8d3) If you are travelling on a service where we carry firearms and you want us to carry sporting guns or ammunition, you must let us know before you check in. If you do not, we may decide not to carry them.

8d4) All firearms and ammunition must be carried as checked baggage and we will not allow you to take them into the aircraft cabin.

8d5) All firearms carried as checked baggage must be unloaded, have the safety catch on and be suitably packed.

8d6) Carrying firearms and ammunition is covered by the ICAO Technical Instruction and IATA Regulations referred to above.

8d7) You must make sure that you have all the documents you need for firearms and ammunition. If you do not, we may decide not to carry them.

8e) Dangerous items you must not take with you on to the plane

8e1) You must not take any item into the aircraft cabin if we tell you that we reasonably believe that its presence there would affect the safety and security of the aircraft or any person in it. You must not take any item into the aircraft cabin which you are forbidden from taking into the aircraft cabin by law.

8e2) You must not take antique, toy or replica guns or weapons into the aircraft cabin.

8e3) You must not take swords, knives, archery bows, arrows or similar weapons into the aircraft cabin.

8e4) We may either tell you to check in items referred to in clauses 8e1, 8e2 and 8e3 as checked baggage or refuse to carry them altogether.

8f) Fragile or perishable items must not be packed in baggage checked into the hold

You must not include in your checked baggage fragile or perishable items or items of special value such as:

• money
• jewellery
• precious metals
• computers
• personal electronic devices
• share certificates, bonds and other valuable documents
• business documents or
• passports and other identification documents.

8g) Our right to refuse to carry checked baggage not properly and securely packed

8g1) We will refuse to carry checked baggage if we reasonably believe that it is not properly and securely packed in suitable containers.

8h) Our right to search, screen and x-ray you and your baggage

8h1) For reasons of safety and security we or our agents may ask to search and screen you and search, screen or x-ray your baggage. We will always try to search, screen or x-ray your baggage when you are present. However, if you are not available, we may search your baggage in your absence.

If you do not allow us to carry out the necessary safety and security searches, screening and x-rays, we will refuse to carry you and your baggage.

8h2) If a search or screening causes damage to you, or a search, screening or x-ray causes damage to your baggage, we will not be liable for the damage unless it was caused by our negligence or fault.

8i) Checked baggage (baggage checked into the hold)

8i1) You must put your name on each item of checked baggage.

8i2) When you check in your checked baggage, we will give you a baggage identification tag for each piece.

8i3) We will carry your checked baggage, whenever possible, on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on another flight. If we carry your checked baggage on another flight we will deliver it to you, unless the law says you must be present for customs clearance.

8j) Unchecked baggage (baggage you carry on to the plane)

8j1) We set maximum dimensions and weights for unchecked baggage, which must also:

• fit under the seat in front of you, or
• fit in an enclosed storage compartment in the cabin of the aircraft.

8j2) If:

• your unchecked baggage is larger than the maximum dimensions or weights or
  
• does not fit under the seat in front of you or in an enclosed storage compartment or
• we decide it is not safe,

you must check it in as checked baggage.

8j3) If you have an item of baggage (such as a musical instrument) larger or heavier than the maximum dimensions and weight for unchecked baggage but unsuitable to be carried as checked baggage, we will carry it in the aircraft cabin if:

• you told us before you checked in that you wanted to take it into the aircraft cabin
  
• we agreed with you before you checked in to carry it in the aircraft cabin and
• you have paid us any extra charge that applies for this service.

Please ask us or our authorised agents for details of our charges.

8k) Collecting and delivering baggage checked into the hold

8k1) Unless clause 8i3 applies, you must collect your checked baggage as soon as we have made it available at your place of destination or stopover. If you do not collect it within a reasonable time, we may charge you a storage fee. If you do not claim your checked baggage within three months from the date we make it available, we may dispose of it without any liability to you.

8k2) Only the person with the baggage identification tag and if one has been issued, the baggage check, can claim a piece of checked baggage.

8k3) If a person claiming a piece of checked baggage cannot produce the baggage identification tag and if one has been issued, the baggage check, we will deliver the baggage to them only if they can prove to us that the baggage is theirs.

8l) Animals

On some services we do not carry animals. If we agree to carry your animals, we will carry them subject to the following conditions.

8l1) On domestic flights (by which we mean flights within the common travel area of the United Kingdom (including the Channel Islands and the Isle of Man) and the Republic of Ireland) the following will apply:

• Only assistance dogs accompanying passengers with a disability can be taken into the aircraft cabin.
• Assistance dogs will be carried free save that we may make a charge if an adjacent seat has to be withdrawn from use to accommodate a passenger with a disability and accompanying assistance dog.
• We will carry domestic pet animals as checked baggage or as cargo, according to our policy at the relevant time.
• All other animals must be carried as cargo.

8l2) On international flights (by which we mean all flights other than domestic flights) the following will apply:

• Assistance dogs accompanying passengers with a disability can be taken into the aircraft cabin if applicable laws permit it and if the necessary arrangements are in place at the relevant airports.
• Assistance dogs accompanying passengers with a disability will be carried free save that we may make a charge if an adjacent seat has to be withdrawn from use to accommodate a passenger with a disability and an accompanying assistance dog.
• Assistance dogs which cannot be taken into the aircraft cabin, pet dogs and pet cats will be carried as checked baggage or as cargo, according to our policy at the relevant time.
• All other animals must be carried as cargo.
• We will only carry animals if it would be legal for them to arrive at your place of destination or transit point.

8l3) On all flights (by which we mean both domestic and international) the following will apply:

• Except for assistance dogs accompanying passengers with disability, animals and their containers accepted as checked baggage will not be part of your free baggage allowance and you will have to pay an excess baggage charge for them.
• You must make sure that all animals travelling as checked baggage are put in proper, adequate and secure containers. If you fail to do this, we may decide not to carry the animals.
• You must present to us all health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for the animals. If you fail to do this, we may decide not to carry the animals.
• Unless carrying the animals is covered by the liability rules of the convention, we will not be responsible for their loss, sickness, injury or death unless we have been negligent.
• We are not liable to you for any loss you suffer because you do not have the health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for your animals. You must repay to us any fines, costs, charges, losses or liabilities we have paid or suffered because you did not have these documents.
• From time to time we adopt regulations for carrying animals. Please ask us or our authorised agents for a copy.

9a) Schedules

9a1) The flight times shown in our timetables may change between the date of publication and the date you actually travel. We do not guarantee these flight times to you and they do not form part of your contract of carriage with us.

9a2) Before we accept your booking, we or our authorised agents will tell you the scheduled departure time of your flight and it will be shown on your ticket or itinerary and receipt. We may need to change the scheduled departure time of your flight after your ticket has been sent to you or to change the scheduled departure terminal for your flight. If you give us or our authorised agents contact information, we or they will try to let you know about any changes.

9a3) If, after you buy your ticket:

• we make a significant change to the scheduled departure time of your flight;
• you find this change unacceptable; and
• we or our authorised agents cannot book you on another flight which you are prepared to accept;

we will give you an involuntary fare refund.

9b) Remedies for delays and cancellations

9b1) We will take all reasonable measures necessary to avoid delay in carrying you and your baggage.

9b2) These measures may, in exceptional circumstances and if necessary to prevent a flight being cancelled, include arranging for a flight to be operated:

• by another aircraft
• by another airline or
• by both.

9b3) If we:

• cancel a flight;
• delay a flight by five hours or more;
• fail to stop at your place of stopover or destination; or
• cause you to miss a connecting flight on which you hold a confirmed reservation;

you can choose one of the three remedies set out immediately below.

Remedy 1

We will carry you as soon as we can to the destination shown on your ticket on another of our scheduled services on which a seat is available in the class of service for which you have paid the fare. If we do this, we will not charge you extra and where necessary, will extend the validity period of your ticket.

Remedy 2

We will carry you to the destination shown on your ticket in the class of service for which you have paid the fare at a later date at your convenience and within the validity period of your ticket on another of our scheduled services on which a seat is available. If we do this, we will not charge you extra.

Remedy 3

We will give or obtain for you an involuntary fare refund.

We will give you additional assistance, such as compensation, refreshments and other care and reimbursement, if required to do so by any law which may apply. We will have no further liability to you.

9c) Denied boarding compensation

9c1) If you are denied boarding against your will on a flight for which you have both a valid ticket and a confirmed reservation, we will pay you compensation and provide refreshments and other care as required by any law which may apply. This will not apply if you fail to meet the check-in and boarding requirements in clause 6 or we exercise our right to refuse to carry you under clause 5d3 or 7.

9c2) Please note that it is your responsibility to check and observe all health mitigation requirements applicable to your journey, and to check the latest government health policies and entry requirements for the country you are travelling to prior to travel and to ensure that you have met all applicable entry requirements, if you fail to do so, and as a consequence you are denied boarding, the compensation and care and assistance provisions referred to in 9c1) will not apply.

10a) General

10a1) We will refund the fare and carrier imposed charges and surcharges for your ticket, or any unused part of it and any taxes, fees and charges, as set out in the fare rules and conditions applicable to your booking.

10a2) Unless we say otherwise, we will only make a refund to the person who paid for the ticket.

10a3) You must, if you want a refund, prove to us that you are the person who paid for the ticket.

10a4) Unless you are applying for a refund on a lost ticket, we will only make the refund if you first give us the ticket and all unused flight coupons.

10b) Involuntary fare refunds

10b1) We will pay fare refunds as set out below if we:

• cancel a flight
• make a significant change to a flight time which is not acceptable to you
• delay a flight by five hours or more
• fail to stop at your place of destination or stopover
• cause you to miss a connecting flight on which you held a confirmed reservation or
• refuse to carry you because a banning notice is in force against you or for some other reason pursuant to these conditions where reference is made to this clause.

10b2) If you have not used any part of the ticket, the refund will be equal to the fare and any carrier imposed charges and surcharges, and taxes, fees and charges you have paid.

10b3) If you have used part of the ticket, the refund will be equal to at least the difference between the fare and any carrier imposed charges and surcharge and taxes, fees and charges you have paid and the correct fare and carrier imposed charges and surcharges, and taxes, fees and charges for travel between the points for which you have used your ticket.

10c) Voluntary fare refunds

10c1) If you are entitled to a refund of the fare for your ticket for reasons other than those set out in clause 10b, the refund will be as follows.

10c2) If you have not used any part of the ticket, the refund will be equal to the fare and any carrier imposed charges and surcharges, and taxes, fees and charges you have paid, less any cancellation and reasonable service charge.

10c3) If you have used part of the ticket, the refund will be equal to the difference between the fare and any carrier imposed charges and surcharges, and taxes, fees and charges you have paid and the correct fare, and any carrier imposed charges and surcharges, and taxes, fees and charges for travel between the points for which you have used the ticket, less any cancellation and reasonable service charge.

10d) Refund on a lost ticket

10d1) If you lose your ticket or part of it, we will, if you give us satisfactory proof of the loss and pay a reasonable administration fee, give you a refund as soon as possible after the validity period of the ticket expires. we will only do this if:

• the lost ticket, or part of it, has not been used, previously refunded or replaced (unless the use, refund or replacement by or to someone else resulted from our own negligence) and
• the person to whom the refund is made agrees to repay us the amount we refund if we later discover fraud.

This will not apply if any fraud or use by someone else resulted from our negligence.

10d2) If we or our authorised agents lose the ticket or part of it, we will be responsible for any loss.

10e) Our right to refuse a fare refund

10e1) We may decide to refuse to give you a refund if you apply for it after the end of the ticket validity period.

10e2) We may decide to refuse to give you a refund if, when you arrived in a country, you presented your ticket to us or to government officials as evidence of your intention to leave that country, unless you can prove to us that:

• you have permission to stay in the country or
• you will be leaving the country on another airline or on another form of transport.

10f) Currency

We will pay you a refund in the same way and in the same currency that you used to pay for the ticket, unless we agree otherwise. For example, if you paid in US dollars by credit card, we will make a refund in US dollars to your credit card account.

10g) Voluntary fare refunds are made only by the carrier who issued the ticket

We will only give you a voluntary fare refund if we or our authorised agents issued the ticket and we or they have authorised the refund.

11a) Unacceptable behaviour

 If, while you are on board the aircraft, we reasonably believe that you have:

• put the aircraft, or any person in it, in danger
• deliberately interfered with the crew in carrying out their duties
• failed to obey the instructions of the crew relating to safety or security, or health mitigation measures
• failed to obey the seat-belt or no-smoking signs
• committed a criminal offence
• allowed your physical or mental state to become affected by drink or drugs
• failed to obey the crew's instructions relating to drink or drugs
• made a hoax bomb or other security threat
• threatened, abused, insulted or harassed (including sexually harassed) the crew or other passengers
• behaved in a threatening, abusive, insulting or disorderly way towards the crew or other passengers or
• behaved in a way which causes discomfort, inconvenience, damage or injury to the crew or other passengers

we may take any measures we think reasonable to prevent you continuing your behaviour. When the aircraft lands, we may decide to:

• make you leave the aircraft
• refuse to carry you on the remaining sectors of the journey shown on your ticket and
• report the incident on board the aircraft to the relevant authorities with a view to them prosecuting you for any criminal offences you might have committed.

11b) Diversion costs caused by unacceptable behaviour

If, as a result of your behaviour, we divert the aircraft to an unscheduled place of destination and make you leave the aircraft, you must pay us the reasonable and proper costs of the diversion.

11c) Using electronic devices on board the aircraft

For safety reasons, we may decide not to allow you to use electronic devices when you are on board the aircraft, including:

• mobile phones
• laptop computers
• personal recorders
• personal radios
• MP3, cassette and CD players
• electronic games or
• transmitting devices (for example, radio-controlled toys and walkie-talkies).

You must not use these items when we have told you that they are not allowed.

We will allow you to use hearing aids and heart pacemakers.

12a) If we:

• arrange for another company (such as a tour operator, a train company, a ferry or a hotel) to provide land or sea transport or other services for you or
• issue you with a ticket or voucher relating to land or sea transport or other services

we are only acting as your agent in making the arrangements or issuing the ticket. The terms and conditions of the company providing those services will apply.

12b) If we are also providing land or sea transport for you, specific conditions (not these conditions of carriage) will apply to that transport. Please ask us or our authorised agents for a copy of these specific conditions.

13a) General

13a1) You (not us) must:

• check the relevant entry requirements, including government health policies and requirements for any country you are visiting and ensure that you meet all applicable entry requirements, including health mitigation measures and
• present to us all passports, visas, health certificates and other travel documents needed for your journey.

13a2) 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.

13a3) We will not be liable to you if:

• you do not have all necessary passports, visas, health certificates and other travel documents
• your passport, visa, health certificates or other travel documents are invalid or out of date or
• you have not obeyed all relevant laws.

13b) You must present to us valid passports, visas, health certificates and other travel documents

Before you travel, you must present to us all passports, visas, health certificates and other travel documents you need for your journey. If we ask, you must:

• allow us to take and keep copies of them and
• deposit your passport or equivalent travel document with a member of the crew of the aircraft for safe custody until the end of the flight.

13c) What happens when you are refused entry to a country

 If you are refused entry to a country, you must pay:

• any fine, penalty or charge imposed on us by the government concerned
• any detention costs we are charged
• the fare for transporting you back to your place of departure and
• any other costs we reasonably pay or agree to pay.

We will not refund to you the fare for carrying you to the place where you were denied entry.

13d) You must repay us fines, detention costs and other charges

If we have to pay any fine, penalty, fee, charge or costs (such as detention costs) because you have failed to obey any laws or regulations, or other travel requirements of the country to which you have travelled to or to produce the necessary documents needed by that country, you must repay us the amount we have paid as a result. We may take this amount from the value of any unused part of your ticket, or any of your money we have in our possession.

13e) Customs inspection

If necessary, you must be present when your baggage is inspected by customs or other government officials. We will not be liable to you for any damage you suffer in the course of an inspection or because you are not present.

13f) Screening

You must allow us, government officials, airport officials, or other carriers to carry out security screening of you or your baggage and health screening checks as required.

If we and other carriers are involved in performing carriage for you under one ticket, or under a conjunction ticket, we will regard the carriage as a single operation for the purposes of the convention. However, please read clause 15g1.

15a) These conditions of carriage govern our liability to you.

15b) The conditions of carriage of other carriers govern their liability to you

The conditions of carriage of each other carrier involved in your journey govern its liability to you. Other carriers may have lower limits of liability.

15c) Applicable laws

Our liability for the carriage of passengers and baggage is governed by the convention. This clause 15 sets out the limits on our liability and summarises the liability rules applied by us under the convention but if it is inconsistent with the convention or other applicable laws, the convention or other applicable laws will override this clause 15.

15d) Our liability for the death wounding or other bodily injury of passengers.

15d1) Our liability for proved damages sustained in the event of death, wounding or any other bodily injury by a passenger in the event of an accident shall not be subject to any financial limit.

15d2) For any damages up to and including the sum of the equivalent of 128,821 SDRs (approximately £132,446), we shall not exclude or limit our liability.

15d3) Notwithstanding the provisions of clause 15d2, if we prove that the damage was caused by, or contributed to by, the negligence or other wrongful act or omission of the injured or deceased passenger or of the person claiming compensation we may be exonerated wholly or partly from our liability in accordance with applicable laws.

15d4) To the extent that damages under this clause 15d may potentially exceed 128,821 SDRs (approximately £132,446) they will be reduced accordingly if we prove that the damage was not due to the negligence or other wrongful act or omission of us or our agents or that the damage was solely due to the negligence or other wrongful act or omission of a third party.

15d5) We shall, without delay and in any event not later than 15 days after the identity of the natural person entitled to compensation has been established, make such advance payments as may be required to meet immediate economic needs on a basis proportionate to the hardship suffered.

15d6) Without prejudice to clause 15d5, an advance payment shall not be less than the equivalent of 16,000 SDRs (approximately £13,000) per passenger in the event of death.

15d7) An advance payment shall not constitute recognition of our liability.

15d8) An advance payment may be offset against any subsequent sums paid on the basis of our liability.

15d9) An advance payment is not returnable, except in the cases described in clause 15d3, or in circumstances where it is subsequently proved that the person who received the advance payment was not the person entitled to compensation.

15d10) We are not responsible for any illness, injury or disability, including death, attributable to your physical condition or for the aggravation of such condition.

15e) Our liability for damage to baggage

15e1) We are not liable for damage to unchecked baggage (other than damage caused by delay which is covered by clause 15e4 below), unless the damage was caused by our negligence or the negligence of our agents.

15e2) Our liability for damage to your baggage, including damage caused by delay, is limited by the convention to 1,288 SDRs (approximately £1,324) 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 and 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.

15e3) If you complete a special declaration of higher value at check-in and pay the applicable fee, our liability shall be limited to the higher declared value.

15e4) 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.

15e5) We are not liable for any damage caused by your baggage.

15e6) You are responsible for any damage caused by your baggage to other people and property, including our property.

15e7) We are not liable in any way whatever for damage to or loss of items which you include in your checked baggage although you are forbidden from including them under clauses 8c, 8d or 8f, or in the case of permitted firearms you have not complied with the conditions for including them under clause 8d, except as provided for by the Convention. These items include fragile or perishable items, items with a special value, such as money, jewellery, precious metals, computers, personal electronic devices, share certificates, bonds and other valuable documents, business documents, or passports and other identification documents. In the event of any claim for damage, delay or loss, we may avail ourself of all defences of contributory negligence specified in the Convention.

15e8) We are not liable in any way whatever for damage to items which you include in your unchecked baggage although you are forbidden from including them under clauses 8c or 8e.

15f) Our liability for damage caused by delay to passengers

15f1) Our liability for damage caused to a passenger by delay is limited by the convention to 5,346 SDRs (approximately £5,496).

15f2) We are not liable for damage to passengers caused by delay if we prove that we and our agents took all reasonable measures to avoid the damage or that that it was impossible for us or our agents to take such measures.

15g) General

 15g1) If we:

• issue a ticket for you to be carried on another carrier; or
• check in baggage for carriage on another carrier;

we do so only as agent for that carrier. If you have a claim for checked baggage, you may make it against the first or last carrier or against the carrier performing the carriage during which the damage took place.

15g2) We are not liable for any damage arising from the fact that:

• we have obeyed laws or government rules and regulations; or
• you have not obeyed laws or government rules and regulations.

15g3) Except where these conditions of carriage say differently, we are liable to you only for compensatory damages which you are entitled to recover for proven losses and costs under the convention.

15g4) Our contract of carriage with you (including these conditions of carriage and exclusions or limits of liability) applies to our agents, servants, employees and representatives in the same way as it applies to us. As a result, the total amount you can recover from us and our agents, servants, employees and representatives will not be more than the total amount of our own liability, if any.

15g5) Unless we say otherwise, nothing in these conditions of carriage gives up any exclusion or limitation of liability to which we are entitled under the convention or any laws which may apply.

15g6) Nothing in these conditions of carriage:

• prevents us from excluding or limiting our liability under the convention or any laws which apply; or
• gives up any defence available to us under the convention or any laws which apply;

against any public social insurance body or any person liable to pay, or who has paid, compensation for the death, wounding or other bodily injury of a passenger.

16a) If you receive checked baggage without making a complaint, it will be sufficient evidence that it was delivered in good condition

If the person with a baggage check or a baggage identification tag receives checked baggage without complaint, this will be sufficient evidence that the checked baggage has been delivered in good condition and according to the contract of carriage, unless you prove otherwise.

16b) Complaints about damage to checked baggage must be made in writing within seven days of receiving the baggage

If your checked baggage is damaged, you must complain in writing to us immediately you discover the damage and at the latest, within seven days from the date you received the checked baggage.

16c) Complaints about delay to checked baggage must be made in writing within 21 days of the baggage being made available to you

If your checked baggage is delayed, you must complain in writing to us within 21 days at the latest of the checked baggage being made available to you.

You will have no right to damages if an action is not brought within two years calculated from:

• the date of arrival at the place of destination
• the date on which the aircraft ought to have arrived or
• the date on which the carriage stopped.

The method of calculating the period of limitation will be determined by the law of the court where the case is heard.

18a) If you are entitled to make a claim for compensation for cancellation, long delay, or denied boarding under EU Regulation 261/2004, or applicable national law incorporating EU Regulation 261/2004, the following applies:

18a1) You must submit your claim for compensation directly to us and allow us 28 days (or such time as permitted by applicable law, whichever is the shorter) to respond to your claim, before you engage a third party to make a claim on your behalf. Claims can be submitted online or by writing to the Customer Relations Department.

18a2) Nothing in this clause prevents you from consulting a legal adviser or other third party company before you submit your claim directly to us under clause 18a1) above.

18a3) We will not deal with any claim submitted by a third party company on your behalf if you have not first followed the process in clause 18a1) above.

18a4) Clause 18a1) does not apply to a passenger who makes a claim on behalf of other passengers in the same booking, or to a party who makes a claim on behalf of a passenger who lacks capacity to bring a claim or is a minor. We may ask for proof that the individual bringing the claim has authority to do so.

18a5) We will not deal with a claim made by a third party company on your behalf unless it provides the necessary documentation to prove that it has the authority to make the claim on your behalf.

18b) Actions for compensation must be brought within the applicable limitation period. For claims brought in England & Wales the limitation period is 6 years.

19a) If you would like to make a complaint, you should contact our Customer Relations team.

Information about our complaints procedure can be found at Complaints and claims.

If you are not satisfied with our response to your complaint, you can refer your complaint to the Centre for Effective Dispute Resolution (CEDR).

You must refer your complaint to CEDR within 12 months after receiving our final response. Alternatively, you may use the European Commission’s electronic form.

20a) General and Reservations

If you are a passenger with a disability and you require any special assistance, you should inform us at the time of booking of your special needs.

20a2) If you are a passenger with a disability we will carry you where arrangements have been made to provide for your special needs. If you do not inform us at the time of booking of your special needs, we will nevertheless use reasonable efforts to accommodate your special needs.

20b) Seating

All the rules of seating in clause 5e apply to seating passengers with a disability. In addition if you are a passenger with a disability which causes you to need a bulkhead seat, such as a disability which causes you to be accompanied by an assistance dog in the cabin in accordance with clause 8l, and you request a bulkhead seat, it will be provided to you if it is not already assigned to another passenger with a disability.

20c) Travel with an attendant

We may require that you travel with an attendant if it is essential for safety or you are unable to assist in your own evacuation from the aircraft or you are unable to understand safety instructions.

20d) Baggage

20d1) There is no charge for transporting any assistive device, such as a wheelchair or a cane, and such assistive devices will not be counted towards your free baggage allowance.

20d2) On flights where medical oxygen is permitted, you will be charged for the service of medical oxygen (and you will be required to be accompanied by an attendant).

20e) Stretchers

We reserve the right to cease accepting passengers who must travel on a stretcher on any flight.

When we carry you and your baggage you must obey our regulations. These concern, among other things:

• unaccompanied children
• passengers with a disability
• pregnant women and sick passengers
• carrying animals
• restrictions on using electronic devices on board the aircraft
• smoking and drinking alcohol on board the aircraft
• forbidden items in baggage and
• limits on the measurements, size and weight of baggage.