Conditions of Carriage
ARTICLE 1 – DEFINITIONS
We, us, our ‐ means flyadeal Airline Company. Our address is PO Box 620, Jeddah, 21331, Kingdom of Saudi Arabia, and / or any other Carrier.
You, your, yourself – means any person holding a Confirmed Booking who is to be carried or is carried on an aircraft, except members of the crew.
Adult – means a Customer aged twelve (12) years and over on the date of travel
Agreed Stopping Places – are the places, except the place of departure and the place of destination, set out in your Confirmed Booking or shown in our timetables as scheduled stopping places on your route
Airline Designator Code – is the two or three letters or the letter and number which identify individual Carriers in a Booking Confirmation, timetables, reservation system or elsewhere
Authorised Agent – means anyone or any entity (which may include other Carriers) we have appointed to represent us in the sale of carriage by air and other services
Baggage – means your personal property accompanying you on your flight, which, unless otherwise specified, consists of your Hold and Cabin Baggage unless we state otherwise
Baggage Identification Tag – means a label issued by us and attached to your Hold Baggage at the check-in desk, which identifies your Hold Baggage on arrival at your Place of Destination
Baggage Receipt – means the receipt given to you by us or our Authorised Agent at the check-in desk which identifies your Hold Baggage
Base Fare – means the fare we will charge you for travel on our flights, excluding any Taxes or Service Fees
Booking – means the reservation we hold in our systems which includes all details of the flights, Customers, Customer contact details, Services and Tariffs charged and any other payments received for your travel with us.
Booking Confirmation – means a document or documents we or our Authorized Agents issue on paper, e‐mail, SMS or other electronic means. It contains the Customer’s name, Customer contact details, flight and airline contact information, confirmation of all monies paid and details of the Fare Rules applicable to the Booking
Booking Reference – means the unique alpha numeric reference we assign to you to identify your Booking
Business Days – means a Sunday to Thursday, or any day in which the banks in Saudi Arabia are ordinarily open
Cabin Baggage – means your baggage and personal items other than your Hold Baggage. Cabin Baggage is carried with you on to the aircraft
Cabin Baggage Allowance - is the number of bags, up to a maximum weight per bag, which your Fare Rules, as advised by us at time of booking and in your Booking Confirmation, allow you to carry with you on the aircraft for no additional fees.
Carrier – means an airline offering transport under these Conditions of Carriage
Carrier Regulations – means our regulations regarding our Fare Rules and Service Fees
Check ‐ in Deadline ‐ the time limit we have set by which you must have completed the check‐in formalities and received your Boarding Pass
Child – means a Customer aged between 2 and 11 years of age (inclusive) on the date of travel
Conditions of Carriage – means these General Conditions of Carriage for Customers and Baggage
Conditions of Contract – means those statements contained in or delivered with your Booking Confirmation, identified as such and which incorporate by reference, these Conditions of Carriage and Notices
Confirmed Booking – means a Booking for which all Customer details and full payments have been received
Convention – means the Montréal convention and/or the Warsaw convention (as amended and as the case may be) including other convention We may elect to subscribe in such as:
- 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. I of Montreal (1975)
- The Warsaw Convention as amended at The Hague and by Additional Protocol No. 2 of Montreal (1975)
- The Warsaw Convention as amended at The Hague and by Additional Protocol No. 4 of Montreal (1975)
- The Guadalajara Supplementary Convention (1961)
- The Montreal Convention (l999)
Credit – means a value, held in our reservation system, valid for a maximum of one (1) year from issuance, which you may use as full or part payment towards a Booking made directly with us via our direct booking channels, as may vary from time to time
Customer – means any person holding a Confirmed Booking who is carried, or is to be carried, on an aircraft, except members of the crew.
Damage – this includes death of, wounding of, or bodily injury to a Customer. It also includes loss, partial loss, and theft of, or other damage to Baggage arising out of, or in connection with carriage or other services incidental thereto performed by us
Days – means calendar days including all seven days of the week.
Domestic Flights – mean Flights within the Kingdom of Saudi Arabia
Events Beyond Your Control – are 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 Involuntary
Excess Baggage – means Hold Baggage which is not included in your Cabin Baggage Allowance or your Hold Baggage Allowance, as detailed in your Fare Rules, which we may carry as Hold Baggage for an additional Service Fee
Fare – means the total charged for travel on our Flights, including the Base Fare and Taxes, but excluding Service Fees
Fare Refund – means a refund, under Article 10 of the Fare for your Booking
Fare Rules – are the rules, as detailed in these Conditions of Carriage, published by us (as amended) and in effect on the date the Booking is made which govern the carriage of Customers and/or Baggage and shall include applicable Tariffs in force; these are available on our Website and at our offices upon request
Flight – means a single flight operated by the Carrier from one airport to another airport;
Hold Baggage – is baggage which we have taken into our custody and for which we have issued a Baggage Identification Tag and Baggage Receipt which normally travels in the hold of the aircraft
Hold Baggage Allowance – is the number of bags, up to a maximum weight per bag, which are detailed in your Fare Rules and advised by us at time of booking and in your Booking Confirmation, allow you to check-in for carriage in the hold of our aircraft for no additional fees.
Infant – means a Customer aged over eight (8) days old and less than two (2) years old on the date of travel
International Flights – mean travel on our aircraft where a Place of Destination or Place of Departure are outside of the Kingdom of Saudi Arabia
Place of Departure – means the airport from where your Flight will commence its journey
Place of Destination – means the airport at which your Flight will end its journey
Scheduled Arrival Time – means the time we advise you when Booking that the flight on Your Booking will arrive to its Place of Destination
Scheduled Departure Time – is the time we advise you when Booking that the flight on Your Booking will depart from its Place of Departure
SDR – is a Special Drawing Right as defined by the International Monetary Fund
Services – means the additional services you may ask us to include in your Booking, including but not limited to Preferred Seat Selection, Excess Baggage (both Pre-Paid and Airport), Pre-Order Meals, SMS services and Inflight Entertainment Vouchers.
Service Fees – means the charges incurred for each of the Services
Special Assistance Requirements – means a Customer requiring assistance during their travel with us, as detailed in Article 9
Stopover – means a scheduled stop on your journey at a point between the Place of Departure and the Place of Destination
Tariffs – are the Service Fees, Taxes and Base Fares incurred for the flights and Services
Taxes – means any fees or charges we incur from local or national regulatory or governmental bodies for the transport of you on our aircraft
Voucher – means a unique reference number which has a variable value which you may use as full or part payment towards a Booking made via our Website or by our call centre. Voucher validity and terms and conditions will vary and will be advised at time of issuance.
Website – means the flyadeal website at www.flyadeal.com or any alternative you may be notified or directed to use
ARTICLE 2 ‐ APPLICABILITY
Except as provided in paragraphs 2.2, 2.4 these Conditions of Carriage apply to all flights we operate and any liability we may have in relation to that carriage by air. The Conditions of Contract and additional information contained within the Booking Confirmation shall form part of these Conditions of Carriage.
If carriage is performed pursuant to a Charter Agreement, these Conditions of Carriage apply only to the extent they are incorporated by reference or otherwise in the Charter Agreement or the Booking.
2.3 Overriding Law
These Conditions of Carriage are applicable unless they are inconsistent with any tariffs or laws which apply to your Contract of Carriage with us in which event such tariffs or laws will apply.
2.4 Validity of Conditions
If one of these Conditions of Carriage is invalid, the other Conditions will remain valid.
ARTICLE 3 ‐ BOOKINGS
The Booking and these Conditions of Carriage (including applicable Tariffs) together constitute the terms and conditions of the contract between you and us.
We will only provide carriage to the Customer named in the Booking who presents a valid Booking Confirmation, duly issued by us in respect of that person for the flight. You will also be required to produce positive photographic identification identifying you as the Customer named in the Booking and valid travel documentation in the form of a passport / National ID, and any visa or other documentation required, satisfying the relevant authorities for the journey you are undertaking.
Our Fares are non‐refundable, we strongly recommend that you ensure you have an appropriate level of travel insurance to cover instances where you are unable to use your Booking.
We will record your Booking in our computer system. Our Authorised Agents will provide you with written confirmation of your Booking, in the case of a telephone reservation you will receive an email and / or SMS Booking Confirmation. In the case of internet bookings through our Website, a unique Booking Reference, will be displayed along with the Booking details on the screen upon completion of the transaction. You should print a copy of this for your records as you will be required to quote the Booking Reference at the time of check‐in. A Booking is not made, or considered confirmed, until full payment of the Tariff and any applicable Service Fees have been received by us.
3.2 Time Limits for Payment of Your Booking
The Tariff and all Service Fees must be paid in full when a Booking is made. If you choose to pay later by SADAD Biller your Booking will not be confirmed unless full payment has been received within the time limit specified by us at the time of booking. If a Booking has not been paid in full or your credit card is declined, we may cancel the Booking at any time without liability.
3.3 Personal Information
You recognize that your personal information has been given to us and that we may use the personal information you have provided, including information about how you use our services and facilities (“your personal information”), for the purposes of: making a Booking and issuing a Booking Confirmation; providing you with your transportation and any related Services and facilities; accounting, billing and auditing; checking credit or other payment cards; immigration, customs and entry procedures; security, administrative and legal purposes; statistical analysis; ensuring our compliance with legal and regulatory obligations applicable to us; operating frequent flyer programs; systems testing, maintenance and development; customer relations; helping us in any future dealings with you; and direct marketing and market research. For these purposes, you authorize us to retain and use your personal information and to transmit it to our own offices; carriers and other companies involved in providing your transportation or related services and facilities; data processors working for us; our Authorized Agents; government and enforcement agencies; and credit and other payment card companies.
Our flights are not intended for use in connecting with flights of other Carriers but could be used in connection with one another. You must check the minimum connecting times required for your trip, we will not be held responsible, or accept any liability for missed connections, even as a result of a delay to our Flights.
3.5 Changes to Bookings
The Booking you have purchased is valid for transportation only as shown on the Booking Confirmation for the Customer named, from the Place of Departure to the Place of Destination on the date and flight number shown. You may be permitted to change the date and / or time of your flight, subject to the applicable Fare Rules; such changes may only be made by the Customer named in the booking and/or the person who made the original Booking. Any additional Fare due, in accordance with our Fare Rules and Tariffs and any applicable Service Fees will be calculated and you will be given the option of accepting the new price or maintaining your original transportation as booked.
We shall not be liable to any person entitled to be carried by us or for any refund in connection with a proposed flight if, in good faith, we provide carriage to a person purporting to be entitled to carriage or make any refund to the person entitled in accordance with Article 10
Unless otherwise stated on the Booking, in these Conditions of Carriage, or in any Tariffs which apply, a Booking is valid for one year from the date of issuance, for the Flights booked.
ARTICLE 4 ‐ FARES, TAXES, FEES, CHARGES AND CURRENCY
Fares apply only for carriage from the Place of Departure to the Place of Destination, unless we state otherwise. Fares do not include any type of ground transport services. Fares will be calculated in accordance with our Tariff in effect on the date of Booking. If there is any difference in the Tariff at the date of booking and the date of your payment, the higher Tariff will apply. The Tariff will be for travel on the specific dates and itinerary shown on your Booking Confirmation. If you wish to change your time or date(s) of travel, this would be subject to the difference in the Base Fare and any applicable Service Fees as detailed in your Fare Rules.
4.2 Fare Rules
Our Fare Rules will be confirmed to you at time of Booking, on your Booking Confirmation and are detailed in our Carrier Regulations
4.3 Taxes, Service Fees and Other Charges
You must pay any Taxes, fees and charges imposed on us by Government or other authority, including the operator of an airport for which we are obliged to collect from you or pay in respect of you and your Flight. When you confirm your Booking, we will tell you about any Taxes, fees and charges not included in the Tariff and they will normally be shown separately on the Booking. Taxes, fees and charges change constantly and can be imposed or altered after the date we have issued your Booking Confirmation. If they change or if a new Tax, fee or charge is imposed after we have issued your Booking Confirmation, you must pay us any increase. Similarly, if any Taxes, fees or charges you pay to us when we issue the Booking Confirmation are then abolished or reduced, you will be entitled to claim a Credit from us. If you do not use your Booking, you will be entitled to claim a credit of any Taxes which you have paid, less any processing fees we may apply. Service Fees are non-refundable and will not be credited or refunded in the event you do not use your Booking.
You must pay the Fare and any Taxes, Service Fees and charges in the currency of the country in which the Booking is issued, unless we or our Authorized Agents say you must use another currency at or before the time you pay.
We are not responsible for any rate of exchange charges applied by your bank or credit card in respect of your chosen payment method.
4.5 Service Fees
We reserve the right to charge Service Fees for additional Services you have selected to include in your Booking. Our Service Fees are detailed in our Carrier Regulations.
ARTICLE 5 – ADDITIONAL SERVICES
If we make arrangements for you with any third party to provide any services including carriage by air, or if we issue a Booking relating to transportation or services (including carriage by air) provided by a third party such as another airline, ground/sea transportation, hotel reservations or car rental, in doing so we act only as your agent. The terms and conditions of the third-party service will apply and we shall have no liability to you except for negligence on our part in making such arrangements.
Where we offer additional services, which can be included in your Booking, these services will be offered on the terms and conditions as detailed in this Article 5
5.2 Seat Selection Service
Our Seat Selection Service offers Customers the opportunity to select their preferred seat in advance of travel for a Service Fee. You may select this Service at any time up to the Check-In Deadline.
We will try to honour all Seat Selection requests, however, by using this Service you agree that we retain the right to 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.
If you have used our Seat Selection Service in good faith and adhere to all requirements of the seat you have selected, but we, for operational, safety or security reasons have needed to move you to another seat on the aircraft, you will be entitled to a Credit from us of the relevant Service Fee.
If you have selected a ‘Ladies First’ seat, we will endeavour to ensure that only female Customers are seated next to you, however, if for operational reasons we are unable to provide this service you will be entitled to a Credit from us of the relevant Service Fee.
If you select an Emergency Exit Row, you agree that you are not a Customer with Special Assistance Requirements, travelling with an Infant, a Child, an Adult aged less than fifteen (15) years old or are not for any other reason able to assist our crew in the event of an emergency. If our crew have reason to believe you are unable to assist them in the event of an emergency you will be relocated to other seats in the aircraft and no refund or credit will be given.
5.3 Pre-Order Meals
We offer a range of meal deals which can be added to your Booking up to 8pm KSA time on the day before your Flight. Pre-Order meal options will vary and can be booked via our Website or by calling us on 9200 00212.
If you change the date or time of your Flight up to 8pm KSA time on the day before your booked travel date you may transfer your pre-ordered meal to your new Flight, however, if you change your date or time of travel after 8pm on the day before your original booked travel date the Pre-Ordered meal will be cancelled and no refund or credit will be given.
5.4 SMS Service
Our communications to you will be by electronic mail to the email address provided by you at time of Booking. We also offer an optional SMS Service which, if selected, also sends the details of your booking, confirmation of any subsequent changes and your web check-in Boarding Pass to you by SMS.
All SMS will be sent to the mobile number provided by you at time of Booking, no refund or credit will be due in the event the mobile number provided was incorrect.
ARTICLE 6 – CHECK IN AND BOARDING
6.1 Check-in Opening Times
Our check-in desks will be open three (3) hours before the Scheduled Departure Time as shown on your Booking Confirmation.
6.2 Check‐in Deadlines
You must follow the Check-In Deadlines stated in your Booking Confirmation. is one (1) hour before Schedule Departure Time for Domestic Flights. Your journey will be smoother if you allow plenty of time to check in. It is your responsibility to find out the Check‐in Deadlines for your Flights before you travel and keep to them. You also accept responsibility for allowing extra time to complete your check-in process during busy periods (special events, vacation periods) when the airport may be busier than usual.
If you do not complete the check‐in process by the Check‐in Deadline we may cancel your Booking and not accept you for travel. You will not be refunded or credited with any paid amount in connection with the missed flight(s). By completing the check‐in process we mean that you have received your Boarding Pass for your Flight and checked-in any Hold Baggage. You agree that the Tariff due for your Booking, including any relevant Service Fees, must be received by us before we can complete your check-in process.
6.2 Boarding Gate Deadlines
You must be present at the boarding gate no later than thirty (30) minutes before your Scheduled Departure Time. We may decide not to carry you if you fail to arrive at the boarding gate on time and any Hold Baggage you have checked in will be removed from the aircraft and arrangements made to return to you as soon as practicably possible.
We will neither refund or credit you any paid amount nor be liable to you for any loss or expense you suffer if you fail to meet Check‐in Deadlines or fail to be at the boarding gate on time.
You are solely responsible for complying with all laws, regulations, orders, demands and requirements of countries to be flown from, into or over and with these Conditions of Carriage and instructions given by us relating thereto. We shall not be liable in any way whatsoever to you in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, requirements or instructions, whether given orally or in writing or otherwise, or for the consequences to you resulting from your failure to obtain such documents or to comply with such laws, regulations, orders, demands, requirements or instructions.
If you fail to present all required documentation we will not accept you for travel and no refund or credit will be due.
ARTICLE 7 – REFUSAL AND LIMITATION OF CARRIAGE
7.1 Right to Refuse Carriage
In the reasonable exercise of our discretion, we may refuse to carry you or your Baggage if we have notified you in writing that we would not at any time after the date of such a notice carry you on our Flights. In this circumstance, you will not be entitled to a refund or credit of the Tariff and Service Fees. In addition to not refunding you any paid amount in connection with such Flight, we may refuse to carry you or your Baggage if one or more of the following has occurred or we reasonably believe may occur:
7.1.1 If the carriage of you or your Baggage may endanger or affect the safety of the aircraft or the safety, health or materially affect the comfort of other Customers or crew;
7.1.2 If you are believed to be under the influence of alcohol or drugs or if you are, or we reasonably believe you are, in unlawful possession of drugs;
7.1.3 lf your mental or physical state is a danger or risk to you, the aircraft or any person in it;
7.1.4 If you have refused to allow a security check to be carried out on you or your Baggage;
7.1.5 If you have not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security and/or used threatening, abusive or insulting words towards our ground staff or a member of the crew of the aircraft or any person therein;
7.1.6 If you have behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or a member of the crew of the aircraft or any person therein;
7.1.7 If you have deliberately interfered with a member of the crew of the aircraft carrying out their duties;
7.1.8 If you have put the safety of either the aircraft or any person in it in danger;
7.1.9 If you have made a hoax threat relating to bombs, biological, terror, chemical weapons and/or any of its like;
7.1.10 If you have committed a criminal offence during the check‐in or boarding processes or on board the aircraft;
7.1.11 If you have not, or do not appear to have, valid travel documents; if you try to enter a country for which your travel documents are not valid; destroy your travel documents during the flight, refuse to surrender your travel documents to a member of the crew, against receipt, when so requested or refuse to allow us view or copy your travel documents;
7.1.12 If carrying you would break government laws, regulations, or orders; if you have refused to give us information which a government authority has asked us to provide about you.
7.1.13 If you have not presented a valid Booking;
7.1.14 If you have not paid the Tariff or applicable Service Fees for your journey;
7.1.15 If you have presented a Booking acquired illegally
7.1.16 If you have presented a Booking which you did not buy from us or our Authorised Agents
7.1.17 If you have presented a Booking which was not issued by us or our Authorised Agents
7.1.18 If you have presented a Booking with an alteration made neither by us or our Authorised Agents.
7.1.19 If you cannot prove you are the person named in the Booking when presenting for check‐in or boarding.
7.1.20 If you have changed your transportation without our agreement;
7.1.21 If you have failed to present your Booking or your Boarding Pass or your travel documents to us when reasonably asked to do so; if you have failed to complete the check‐in process by the Check‐in Deadline; if you have failed to arrive at the boarding gate on time.
7.1.22 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.
7.2 In the reasonable exercise of our discretion, if we believe you do not meet the requirements in relation to your medical fitness to fly we may refuse to carry you and your Baggage.
ARTICLE 8 ‐ BAGGAGE
The following items are prohibited from all Baggage on our aircraft
8.1.1 Forbidden Items in all Baggage
These items must not be carried on our aircraft in any circumstances, these include, but are not limited to;
- Items you are forbidden from carrying by local law (including but not limited to drugs and alcohol)
- Compressed gases (deeply refrigerated, flammable, non-flammable and poisonous)
- Explosives (munitions, fireworks, pyrotechnic devices and flares)
- Corrosives (acids, alkalis, mercury and wet cell batteries)
- Radio-active material
- Flammable liquids and solids (lighter fuel, matches of any kind, paints, thinners, fore lighters or other items which may easily ignite)
- Poisons (toxic substances, weed killer and insecticides)
- Oxidising materials (organic peroxides and bleaching powder)
- Disabling devices (mace or pepper spray)
- Infectious substances (virus culture, bacterial strains)
- Dead animal matter
- Other items which are offensive materials or magnetised materials
- Devices with spillable batteries
- Whips or stun guns
- Dry Ice
- Oxygen or dioxide cylinders
- Samsung Galaxy Note 7 / 8 devices
The carriage of weapons onboard our aircraft is not permitted. Items which may not be carried include:
- Guns (toy or replica, plastic or metal)
- Billiard, Snooker or Pool Cues
- Laser Pens
- Personal Attack Alarms
- Tradesmen’s Tools
- Knives with blades of any length
- Razor Blades
- Household Cutlery
- Paper knives or box cutters
- Sporting Bats
- Hypodermic Syringes (unless supported by medical evidence)
- Knitting Needles
- Archery Bows and Arrows or similar
- Self-heating drinks or food
8.3 Cabin Baggage
We set maximum dimensions and weights for your Cabin Baggage Allowance, these are detailed in our Carrier Regulations.
If your Cabin Baggage Allowance exceeds the maximum dimensions or weights as detailed in our Carriers Regulations, or we decide it is not safe, you must check it in as Hold Baggage, whereupon its weight will be cumulatively added to your Hold Baggage and any Excess Baggage and relevant Service Fees calculated.
We may, at our sole discretion, require you to check your Cabin Baggage as Hold Baggage due to restricted space onboard our aircraft. In these circumstances, and where you have adhered to our Cabin Baggage maximum weight and dimensions, you will not be charged for the carriage of this Hold Baggage.
If you have an item of Baggage (such as a musical instrument) larger or heavier than the maximum dimensions and weight for Cabin Baggage but unsuitable to be carried as Hold Baggage, we may accept this for carriage as Cabin Baggage if you purchase an additional seat and pay the full Tariff. Please see Article 9 for further details.
8.4 Items which may not be carried as Cabin Baggage
You must not take any item into the aircraft cabin if we determine its presence there could affect the safety and/or the security of the aircraft or any person on it. If we identify any items which may not be carried as Cabin Baggage we may either tell you to check in these items as Hold Baggage or refuse to carry them altogether
You may not carry the following items in your Cabin Baggage
- Pointed/edged Sharp Objects
- Blunt Instruments
- Explosives and flammable substances
- Chemical and toxic substances
- Scissors and any other sharp/bladed objects (e.g. ice-pick, nail clippers) considered illegal by local law
- Aerosols (hair sprays, perfumes, medicines containing alcohol) exceeding 0.5KG/L per article and 2.0KG/L in total weight
- Any other items which are deemed security hazards by local law
- Any other items that resemble or have similar functions to the above items
This list is not exhaustive and other items may be included. We reserve the right to refuse to carry any item deemed as a threat to the safety of our Customers or aircraft
In addition to the above items, some airports / countries may have added restrictions. To ensure you comply by the rules always check with the airport before you fly.
Extra/oversized Cabin Baggage will be refused at the boarding gate, and must be carried as Hold Baggage., with any relevant Excess Baggage Fees paid. On heavily booked flights we may also ask you to place Cabin Bags in the aircraft hold. Please ensure that you remove any valuables from your Cabin Bag at the boarding gate if it is required to be placed in the aircraft hold. If you are unsure, check with our Authorised Representatives before going through security. We accept no responsibility for oversized Cabin Bags which are refused at the boarding gate and subsequently abandoned by you.
8.5 Liquid, Aerosol and Gels (LAGs) in Cabin Baggage
Liquids, aerosols and gels may be carried in your Cabin Baggage but must be packed in individual containers with a capacity not greater than 100 millilitres (or equivalent) and contained in one transparent re-sealable plastic bag of a capacity not exceeding 1 litre (or equivalent). The contents of the plastic bag must fit comfortably and the bag must be completely closed. The size of the plastic bag must not exceed 20cm x 20cm (8 inches x 8 inches). Exemptions may be made for medications, baby milk/foods and special dietary requirements.
8.6 Free Hold Baggage Allowance
You may carry some of your Baggage free of charge. Your free Hold Baggage allowance may be carried as specified and is subject to the conditions and limitations contained in your Fare Rules, Carrier Regulations and these Conditions of Carriage.
Your Hold Baggage will be accepted at the check-in desk on the specified day of travel on your Booking. When you check-in your Hold Baggage you will be given a Hold Baggage Receipt for each piece, which details your Booking Reference, the weight of the piece, flight number and Place of Destination.
We will carry your Hold Baggage, wherever possible, on the same aircraft with you, unless we decide for safety, security or operational reasons to transport the same by other means. If we accept your Hold Baggage but do not carry your Hold Baggage on the same aircraft as you, we will exert our best efforts to make it available to you for collection at the Place of Destination as soon as is practicably possible.
8.7 Overweight Hold Baggage
Any items which are heavier than your Hold Baggage Allowance, or the Excess Baggage you have purchased, will be accepted for carriage only if less than thirty-two (32) kg in weight and if the relevant Excess Baggage Service Fees have been paid. For safety reasons, we are unable to accept items of Baggage over thirty-two (32) kg in weight.
8.8 Over-sized Hold Baggage
Any items which are larger than your Hold Baggage Allowance will be accepted for carriage only if less than 65 x 85 x 140 cm and if the relevant Service Fee is paid. In the event your Hold Baggage is larger we will be unable to accept for carriage.
8.9 Excess Baggage
The acceptance and carriage of Excess Baggage is at our discretion and you will be required to pay a Service Fee for the carriage of Baggage over your free Hold Baggage Allowance and your Cabin Baggage Allowance. Details of the applicable Excess Baggage rates are detailed in Article 4. You acknowledge and accept that payment for Excess Baggage Service Fees does not guarantee carriage of said Excess Baggage on your Flight.
Firearms and ammunition will not be accepted for carriage on our aircraft, either as Hold Baggage or Cabin Baggage.
8.11 Fragile, Perishable and Valuable Items
You must not include in your Hold Baggage fragile or perishable items or items of special value such as:
- precious metals;
- personal electronic devices;
- share certificates, bonds and other valuable documents;
- business documents;
- passports and other identification documents
We are not responsible for loss of or damage to these items. If, despite the fact that an item is forbidden under this Article 8.11, you include it in your Hold Baggage, we will not be responsible for any loss or damage caused to it.
8.12 Packing of Baggage
In order to securely carry your Baggage, we require all Customers to take note of the following requirements:
- Each piece of Baggage must be clearly labelled with your name and contact details
- Each piece of Hold Baggage should be closed and securely locked
- Do not pack more than the Baggage can safely contain, excessive items in your Baggage could cause damage to your Baggage and / or loss of your property, for which we will not accept any liability
- Zam Zam Water must be safe wrapped and sealed properly to avoid leakage
8.13 Right to Refuse Baggage
We may refuse to carry as Baggage such items described in this Article 8 that are prohibited from carriage as Baggage and may refuse further carriage of any such items on discovery.
8.14 Right to Search
For reasons of safety and security we will 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, and if you are not available, we will have unconditional right to 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. We will do our best endeavors and will provide the maximum care during searching and screening of your Baggage. However, if a search, screening or x‐ray causes damage to you or your Baggage, we will not be liable for such damage.
8.15 Collection and Delivery of Checked Baggage
You must collect your Hold Baggage as soon as we have made it available in the baggage hall at your Place of Destination. If you do not collect it within the permitted time, we may charge you a storage fee. If you do not claim your Hold Baggage within three months from the date we make it available, we may dispose of it without any liability to you.
8.15.1 Only the person with the Baggage Receipt is entitled to delivery of the Hold Baggage.
8.15.2 If a person claiming a piece of Hold Baggage cannot produce the Baggage Receipt we will deliver the baggage to them only on condition that they can establish to our satisfaction that the baggage is theirs and if required by us, such person shall provide us with adequate security to indemnify us for any loss, damage or expense which may be incurred by us as a result of such delivery.
8.15.3 lf the person with a Baggage Receipt receives the Hold Baggage without complaint, this will be sufficient evidence that the Hold Baggage has been delivered in good condition and according to the Contract of Carriage, unless you prove otherwise.
Except as provided in Article 9, we do not accept animals for carriage in the cabin or in the hold of our aircraft.
8.17 Human Remains
Human remains will not be accepted for carriage on our aircraft.
8.18 Items Removed from Customers by Security Personnel
We will not be responsible for, nor have any liability in respect of, items removed from Customers’ Baggage by airport security personnel acting in accordance with local, international or government authority, whether or not any such items are subsequently retained or destroyed by such airport security personnel or are passed by such airport security personnel to us.
Spare or loose batteries, including lithium metal or lithium ion cells or batteries, for portable electronic devices must be carried in Cabin Baggage only and must not be packed in Hold Baggage. Devices which have the primary purpose as a power source, e.g. power banks, are considered as spare batteries and must be individually protected to avoid short circuit.
ARTICLE 9 – CUSTOMERS WITH MEDICAL CONDITIONS AND OTHERS REQUIRING SPECIAL ASSISTANCE
If you, or any other person travelling on a Booking, has recently undergone surgery, is receiving medical treatment, has reduced mobility, whether this is sensory or locomotory, has an intellectual deficiency, illness or any
other reason to require special assistance to travel, you will require prior approval from us before your Booking can be confirmed.
Any special assistance not requested before you confirm your Booking with us cannot be guaranteed and you may be denied travel, with no credit or refund due to you.
All medical certificates required under this Article must be signed by a registered Doctor and dated within seven (7) days of travel.
9.2 Customers with Reduced Mobility
9.2.1 Customers who are able to walk short distances, from the aircraft door to their seat, must pre-book wheelchair assistance in the airport by adding this service when booking their flight on our Website. Once confirmed, Customers who have made bookings for our wheelchair service will be provided with the following services:
- No charge for carriage of a Customer’s own manual folding wheelchair as hold baggage.
- Provision of a wheelchair and escort from the check-in counter to the aircraft.
- Medi-lift vehicle will be provided to assist Customers with reduced mobility to board and disembark the aircraft.
- On arrival, a medi-lift vehicle will be provided where steps are used to disembark the aircraft. The Customer will also be provided with a wheelchair and escort who will take them to the baggage hall.
- The Customer’s own wheelchair will be returned at the baggage carousel with other hold baggage
Customers using our wheelchair service must complete their check-in process at least ninety (90) minutes before their scheduled departure time and be present at the boarding gate at least sixty (60) minutes before their scheduled departure time.
9.2.2 If you require additional support, such as one-to-one care onboard, travelling with an electric wheelchair or other medical equipment, or are unable to walk short distances, you must call our Customer Engagement Centre on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia) before booking their flight and at least forty-eight (48) hours before their planned departure.
Our Customer Engagement Team will review your request and confirm if the services requested (as defined in 9.2.2) are available on your requested flight(s).
If we are unable to provide the services on your requested flight(s) you will be offered alternative times and / or dates of travel
9.3 Expectant Mothers
We will accept Expectant Mothers for travel up to and including twenty-eight (28) weeks of pregnancy without a medical certificate. If travelling between twenty-nine (29) and thirty-two (32) weeks of pregnancy a valid medical certificate shall be required before we can permit you to board the aircraft. We recommend that you present your documentation at check in at least 90 minutes before Schedule Departure Time. A medical certificate shall only be valid for Expectant Mothers if;
a) dated within seven (7) days of travel
b) written or printed in Arabic or English
b) states clearly the number of weeks of pregnancy and expected due date
c) confirms the pregnancy is free of any complications
e) confirms the Expectant Mother if ‘fit to fly’
f) is signed and stamped by a Doctor. Medical certificates signed by nurses or midwives will not be accepted.
To protect the safety of you and your unborn child we will not accept Expectant Mothers over thirty-two (32) weeks of pregnancy.
Infants are defined as aged from eight (8) Days to under the age of two (2) years on the date of travel. For the safety of your infant, Infants under the age of eight (8) Days old will not be accepted for travel.
A maximum of one (1) Infant will be accepted for travel with each Adult who must be aged sixteen (16) years or over, an exception will be made to this requirement if the accompanying Adult is the mother of the Infant.
Please note that for safety reasons we limit the number of Infants we can accept on each Flight, we also limit the numbers of Infants in each row of our cabin, therefore the Booking of an Infant will be subject to availability.
9.4.1 Travel of an Infant on an Adults Lap
An Infant may travel on your lap on payment of the relevant Service Fee.
9.4.2 Travel of an Infant in an Approved Travel Seat
Infants may occupy a certified travel seat which will be fixed to a standard seat on our aircraft which must be purchased at the applicable Tariff. To book for an Infant travelling in a travel seat please call our Customer Engagement Centre team on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia), this service cannot be booked online or via a travel agency.
Approved travel seats may be used during flights for young Children and for Infants aged six (6) months and over.
Travel seats must bear labels or markings to indicate to us that the travel seat meets safety standards,
Labelling or marking by the manufacturer of a travel seat certifies that the travel seat meets a set of safety standards (FMVSS No. 213, the standards of a foreign government, the standards of United Nations, or approval by Federal Aviation Administration (USA) (FAA) through a Type Certificate (TC), Supplemental Type Certificate (STC), Technical Standard Order (TSO), or under 14 CFR 21.305(d),
126.96.36.199 Acceptance Criteria
We, or our Authorised Agent shall be responsible for ensuring that all acceptance criteria mentioned below are met
Travel seats may be used on board flyadeal aircraft for infants and children aged between 6 months and 36 months only
The accompanying Adult shall be aged 18 years or over and agrees that he/she is responsible for checking the compliance and installation of the travel seat on the aircraft seat, as per the manufacturer’s instructions, and that they will be seated in an adjacent seat to which the travel seat will be fixed.
The travel seat shall; i.) have a solid back and seat with internal restraint straps installed to hold the Child / Infant securely, ii.) Be in adequate condition for use on board an aircraft, iii.) Be free from any damage to the unit or its point restraint system, and iv). Carry approved labels (defined below),
If you present an approved travel seat with a label or mark by the manufacturer that has worn off or is illegible / unreadable, you must provide a letter or document from the manufacturer that certifies the travel seat (with details of specific make and model number) for use on aircraft,
If the travel seat does not have an approved label, or documentation from the manufacturer as applicable we will be unable to accept the travel seat for carriage and the Infant must travel on the lap of an accompanying Adult.
Types of Travel Seats Considered Acceptable:
Travel seats that are approved for use in aircraft by EASA, the FAA or Transport Canada (according to a national technical standard) and are marked accordingly,
Travel seats that are approved for use in motor vehicles and aircraft according to USFMVSSNo213 and manufactured to these standards on or after February 26, 1985. US approved car seats manufactured after this date must bear the following labels in red lettering: a. THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL MOTOR VEHICLE SAFETY STANDARDS and THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT.
Travel seats approved for use in motor vehicles according to UN standard ECE R 44 -03 or later series of amendments. The car seat must bear a label showing approval by a foreign government or a label showing that it was manufactured under the standards of United Nations,
Travel seats approved for use in motor vehicles and aircraft according to Canadian CMVSS 213/213.1
Travel seats qualified for use in aircraft according to the German “Qualification Procedure for Child Restraint Systems for Use in Aircraft” (TÜV Doc. TÜV/ 958-01/2001),
Travel seats that bear a label or markings showing FAA approval through a STC, The car seat shall be clearly marked, showing FAA approval under 21.305(d) and bear the label “FAA Approved in Accordance with 14 CFR 21.305(d)”.
9.4.3 Seat Assignment for Infants
A Child or Infant in a travel seat must travel in a seat in the first four (4) rows or the last four (4) rows of our aircraft. A window seat is recommended so as not to impede the flow of Customers during an evacuation. Any applicable Service Fees for these seats will be included in the Tariff.
If you are travelling with an Infant on your lap you may not be seated in an Emergency Exit Row.
9.5 Unaccompanied Minors
We do not accept Children for travel alone. Children may only travel if accompanied by Adults aged sixteen (16) years and over who will take all responsibility for the Child as their parent, legal guardian or companion.
9.6 Young People
Young People, defined as Customers aged from twelve (12) to fifteen (15) years of age (inclusive), may travel unaccompanied on our Flight but we accept no additional responsibility for these Customers over our responsibilities and obligations detailed in these Conditions of Carriage.
9.7 Groups of Children / Young People
We may accept groups (i.e. ten or more) of Children / Young People for travel, but there must be at least one (1) Adult, aged sixteen (16) years or over, for each ten (10) Children or Young People.
9.8 Hearing / Visually Impaired Customers
We are unable to provide additional assistance within the airport so Customers with hearing and visual impairments must travel with a companion.
When Booking on our Website please add the relevant service to your Booking so our cabin crew are aware of your requirements onboard. Please read Article 9.19 regarding the booking requirements for an Assistance Dog.
9.9 Stretchers, Dialysis and other Medical Equipment
As special arrangements must be made to ensure the aircraft is equipped to carry your equipment these requirements must be advised to us before your Booking is confirmed by calling our Customer Engagement Centre team on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia) at least forty-eight (48) hours before your planned travel.
9.10 Medications and / or Sharps
You must provide a medical certificate, signed and stamped by a doctor, not a nurse. The medical certificate must state you are fit to fly and are able to administer your own medication (or will be accompanied by a Carer). Medication and / or sharps must be labelled correctly. We reserve the right to refuse carriage, with no refund or credit due, if a correctly completed medical certificate is not provided
9.11 Severe Allergies & Special Dietary Requirements
We recommend Customers who suffer from severe allergies travel with a medical certificate and related medication. If you have a specific dietary requirement please check with our cabin crew before purchasing any items onboard. You may also bring your own food onboard but:
- Our crew are not permitted to heat Customer’s own food since our ovens may have been used to heat other food to which you may be allergic.
- Our crew are not permitted to refrigerate Customer’s own food (see above)
- Food must be free from strong odour to avoid inconvenience to other Customers
- We are unable to provide any napkins, cups, glasses etc. where you have provided your own food (see above)
9.11 Medical Implants
We recommend you carry a medical certificate / letter to avoid any delays during airport security
9.12 Portable Oxygen Cylinders
You must call our Customer Engagement Centre team on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia) before you book and at least forty-eight (48) hours before your planned travel as special arrangements must be made to carry oxygen cylinders onboard.
9.13 Customers with own Crutches
If you have modern collapsible crutches we can accept them as additional Cabin Baggage, for no additional charge. During flight, they must be stowed in the overhead bins to avoid inconveniencing other Customers.
As we have limited space in the cabin we are unable to accept non-collapsible crutches as either Cabin or Hold Baggage.
9.14 Plaster Casts
If you have a half plaster cast on your leg (boot type) or your arm is in plaster you must provide a medical certificate, signed by a doctor, not nurse stating you are ‘fit to fly’. You must be able to use the bathroom unaided and the plaster cast must be at least forty-eight (48) hours old
If you have a full leg, body or any other plaster cast which restricts your ability to sit in a standard aircraft seat you must call our Customer Engagement Centre team on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia) before you book and at least forty-eight (48) hours before your planned travel as special arrangements must be made for you to travel
9.15 Customers Requesting an Extra Seat
If, for your comfort, you require an additional seat onboard this may be booked, at the full applicable Tariff by calling 9200 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia). This service is also available if you are planning to travel with larger valuable cabin items / musical instruments.
9.16 Customers requiring Oxygen
Special arrangements must be made to ensure the aircraft is equipped to carry your equipment so please call our Customer Engagement Centre team to book on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia) at least twenty-four (24) hours before your planned departure.
9.17 Contagious Diseases
Customers with contagious or transmittable diseases will not be accepted for travel until the risk to other Customers has ceased to exist.
Customers suffering from any of the below must travel with a medical certificate confirming they are not infectious and that the time restrictions as detailed below have been met
Chickenpox At least five (5) days after the first spots appear
German Measles (Rubella) At least five (5) days after the onset of the rash
Measles At least four (4) days after the onset of the rash
Mumps At least nine (9) days post swelling
Scarlet Fever At least one (1) day after appropriate treatment
Whooping Cough For three (3) weeks after the onset of the Whoop. However, the Customer may travel after five (5) days from the commencement of the appropriate treatment
Tuberculosis Customers with Tuberculosis will not be accepted for travel until their medical practitioner can confirm they are not infectious
9.18 Other Conditions requiring a Medical Certificate
A medical certificate will be required for all communicable diseases or infections, conditions which may be aggravated by travel, recent surgery or where you are unable to take responsibility for your condition and/or require additional assistance
Customers with the below mentioned conditions must provide a medical certificate before we will accept you for travel, this list is not exhaustive and we recommend you discuss your fitness to fly with your doctor if you have any concerns regarding any other condition.
Asthma recent deterioration within 48 hours of travel
Head Injury Within 2 weeks of travel or where there is air in the cranium
Heart Attack Within 21 days of travel
Chest Surgery Within 10 days of travel
Ear or Sinus Pathology Within 48 hours of travel
Stroke Within 10 days of travel
Phobias If doubt about ability to cope with air travel
Anaemia Hb < 7.5 d L/L
Decompression Sickness Requires clearance from a specialist in hyperbaric medicine
Penetrating Eye Injury While there is air in the eye or a vitreous leak
Pneumothorax Within 14 days of resolution
Plaster Casts Plaster Casts must be split if the injury is less than 48 hours old
Fractured jaw which has been wired; Customer must carry wire cutters onboard and must travel with a Carer capable of cutting the wires if necessary.
Suitable documentation must be carried due to security issues of travelling with wire cutters
If a medical certificate is required, it must include the following:
- full doctor’s details, including contact details and official stamp
- confirmation the named Customer is fit to fly
- full details of the condition and medication
- be dated within seven (7) days of travel.
Some Customers may need to travel with a Carer for their safety and comfort. A Customer requiring a Carer may need assistance to:
- Feed themselves
- Receive medication
- Communicate effectively with our Cabin Crew with regards to safety instructions
- Navigate the airport environment
Customers travelling with a Carer must call our Customer Engagement Centre on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia) at least twenty-four (24) hours in advance of travel. By making payment for their Confirmed Booking the Carer confirms they:
- are aged 18 or over
- are able to physically assist the Customer during travel
- accept responsibility for the welfare of the Customer
- accept responsibility for the management of all formalities and processes
9.19 Medical Offloads
We reserve the right to refuse to accept you for travel if:
- you display discomfort, distress, agitation, obvious pain or near collapse
- an existing condition could be aggravated during the flight
- clearance for travel cannot be obtained from airport authorities prior to departure.
If we do not accept you for travel due to any of the above, you will be responsible for all costs and we will have no further liability to you.
9.20 Carriage of Assistance Dogs
We welcome Assistance Dogs on our Flights, subject to the following:
You must call our Customer Engagement Centre team on 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia) before you book and at least fourteen (14) days before you plan to travel.
For safety reasons, we restrict the number of Assistance Dogs to one (1) per Flight, therefore your booking will be accepted subject to availability
You will be allocated two (2) seats, where possible in the first row of our cabin.
Our Assistance Dog Application Form must be completed by you and a copy sent by email to firstname.lastname@example.org. Once received, we will review your form and provided your Assistance Dog meets our minimum requirements and you agree to our Conditions of Carriage we will process and complete your Confirmed Booking.
Our minimum requirements are:
- Maximum weight of 45kg
- Maximum length of 86cm (neck to tailbone)
- Is of good health and free of infectious disease
- Certified and trained by a recognised authority as an Assistance Dog
- Dog breed is not on the list of banned breeds within Saudi Arabia
- Certified documentation confirming the Assistance Dog:
- has achieved the appropriate level of training
- is trained for travel on public transport, including an aircraft cabin
- is trained to meet the standards of hygiene and appropriate behaviour for an animal in a public place (including an aircraft cabin)
- has been trained within the past twelve (12) months
We will accept an Assistance Dog accompanying you if you have a visual and / or hearing impairment or otherwise have a disability that is assisted by the Assistance Dog.
Assistance Dogs, together with dog food and small containers, will be carried free of charge in addition to the normal free Cabin Baggage allowance on all our Flights, subject always to our Conditions of Carriage.
Acceptance for carriage of Assistance Dogs in the aircraft cabin is subject to you assuming full responsibility for the Assistance Dog, including responsibility for their behaviour and for and damage they cause to us, our aircraft, other Customers or Baggage belonging to other Customers on your Flight.
We will not accept liability for any Assistance Dogs who are not properly documented when they arrive at the check-in desk, including any liability for injury to, or loss, delay, sickness or death of the animal generally or for any costs incurred in the event that the Assistance Dog is refused entry into or passage through any country, state or territory.
Assistance Dogs will be accommodated free of charge on the floor of the aircraft at your feet. Assistance Dogs must wear a harness, to be supplied by you, at all times whilst in the airport terminal and whilst on board our aircraft. The harness must be tied to your seat belt during take-off, landing, turbulence and when the “fasten seat belt” sign is illuminated.
To ensure that all necessary procedures are completed, you must complete your check-in process at least two (2) hours before your Scheduled Departure Time
ARTICLE 10 ‐ SCHEDULES, DELAYS and CANCELLATIONS. DENIED BOARDING and COMPENSATION
We may change our schedules and/or cancel, terminate, divert, postpone or delay any Flight for reasons of safety or security. If you have provided us with your contact information (mobile number and / or email address) we will endeavour to notify you of any such changes as detailed in this Article 10.
10.1 Changes to Scheduled Departure Times
Before we accept your Booking, we will tell you the Scheduled Departure Time of your Flight in effect as of that time, and it will be shown on your Booking Confirmation. If you have provided us with your contact information, we will use said contact information to notify you of any such changes as detailed below. If you have not provided us with full and correct contact information we will only be liable for compensation, as detailed below, available based on when the notification of said change was notified to all other Customers travelling on the Flight.
10.1.1 Notification of a change to Scheduled Departure Time Eight (8) or more Days before Travel
If we change your Scheduled Departure Time six (6) hours or less we will advise you of the new Scheduled Departure Time.
If we change your Scheduled Departure Time by six (6) hours or more and you find this change unacceptable you will be offered the option of changing to a Flight on an alternative date or time, with no additional Service Fees or Fares charged to you, or claiming a Credit of the Tariff.
10.1.2 Notification of a change to Scheduled Departure Time between Seven (7) and One (1) Days before Travel
If we change your Scheduled Departure Time by less than three (3) hours we will advise you of the new Scheduled Departure Time.
If we change your Scheduled Departure Time by more than three (3) hours, but less than six (6) hours we will advise you of the new Scheduled Departure Time and also issue you with a Voucher to the value of twenty-five (25) Saudi Riyals, valid for six (6) months from date of issuance.
If we change your Scheduled Departure Time by six (6) hours or more we will issue you a Voucher to the value of forty (40) Saudi Riyals, valid for six (6) months from date of issuance. If you find this change unacceptable you will also be offered the option of changing to a Flight on an alternative date or time, with no additional Service Fees or Fares charged to you, or claiming a Credit of the Tariff.
10.1.2 Notification of a change to Scheduled Departure Time Within One (1) Day of Travel
If we change your Scheduled Departure Time by more than one (1) hour, but less than three (3) hours, we will provide you with a Voucher to the value of twenty (20) Saudi Riyals, valid for six (6) months from date of issuance.
If we change your Scheduled Departure Time by more than three (3) hours, but less than six (6) hours, we will provide you with a Voucher to the value of forty (40) Saudi Riyals, valid for six (6) months from date of issuance. If you have already arrived at the airport we will also provide you with a complimentary hot meal.
If we change your Scheduled Departure Time by more than six (6) hours we will provide you with a Voucher to the value of one hundred (100) Saudi Riyals, valid for six (6) months from date of issuance. If you have already arrived at the airport we will also provide you with hotel accommodation, near the airport, until your Flight is ready for boarding. You may choose to not accept the new Scheduled Departure Time and instead change to a Flight on an alternative date or time, with no additional Service Fees or Fares charged to you, or to claim a Credit of the Tariff
In all of the above cases, where you accept our new Scheduled Departure Time, or the options offered to you by us, we will have no further liability to you in this regard.
10.2 Cancellation of Flights
We will endeavour to operate all Flights as per our published schedule, however, occasionally, we may have to cancel a Flight.
If we can offer an alternative Flight, which we believe is a reasonable alternative to your booked Flight, notifications and compensation will be offered as per Article 10.1
10.2.1 Notification of a Flight Cancellation seven (7) or more days before Travel
We will advise you of the cancellation and you will be offered the option of a Credit of the Tariff or a change to an alternative date / time of your choosing for no additional Service Fees.
10.2.2 Notification of a Flight Cancellation less than seven (7) days but more than one (1) day before Travel
We will advise you of the cancellation and you will be offered the option of a Credit of the Tariff or a change to an alternative date / time of your choosing for no additional Service Fees. In addition, we will provide you with a Voucher to the value of one hundred and fifty (150) Saudi Riyals, valid for six (6) months from date of issuance.
10.2.3 Notification of a Flight Cancellation within twenty-four (24) hours of Travel
We will advise you of the cancellation and you will be offered the option of a Credit of the Tariff or a change to an alternative date / time of your choosing for no additional Service Fees. In addition, we will provide you with a Voucher to the value of two hundred (200) Saudi Riyals, valid for six (6) months from date of issuance.
10.3 Denied Boarding
If, for any reason, we are unable to accept all Customers booked for travel on a specific Flight we will follow the below processes:
10.3.1Voluntary Denied Boarding
Customers will be asked to volunteer to be off-loaded from the Flight, in return for which they will be provided with:
a) an alternative Flight, which may be operated by us or another Carrier, within six (6) hours of the Scheduled Departure Time on their Booking, if said Flight is more than three (3) hours after the original Scheduled Departure Time they will also be provided with a hot meal
b) A Credit of the Tariff paid.
Regardless of which option the Customer selects they will also receive a Voucher to the value of three hundred (300) Saudi Riyals, valid for six (6) months from date of issuance.
10.1.3.2 Involuntary Denied Boarding
If the number of volunteers is less than the number by which we are unable to offer carriage, we will produce a list of all Customers booked to travel on the Flight. The following Customers will be exempted from Involuntary Denied Boarding:
Customers who have advised us of any Special Assistance requirements in their booking
Customers travelling with Children or Infants
Any and all other Customers with a Confirmed Booking will be sorted in order of check-in time and the last to complete the check-in process will be Denied Boarding Involuntarily and offered the following:
a) an alternative Flight, which may be operated by us or another Carrier, within six (6) hours of the Scheduled Departure Time on their Booking, if said Flight is more than three (3) hours after the original Scheduled Departure Time they will also be provided with a hot meal
b) Refund of the Tariff and Compensation equivalent to the Fare.
Regardless of which option the Customer selects they will also receive a Voucher to the value of two hundred (200) Saudi Riyals, valid for six (6) months from date of issuance.
ARTICLE 11 ‐ CREDITS AND REFUNDS OF FARES, TAXES AND SERVICE FEES
If we fail to provide carriage in accordance with these Conditions of Carriage or where a refund or Credit is payable in accordance with these Conditions of Carriage, refund of your Booking, or any unused part of it, and any Taxes, Service Fees and Charges, as applicable shall be made by us in accordance with this Article and with our Fare Rules. Applicable Taxes and Service Fees paid for your Booking will be included where appropriate.
If you choose not to fly with us after making a Confirmed Booking, will be entitled to claim a refund of any Taxes paid by you which, therefore, we have no obligation to pay to any Government or other authority. We reserve the right to deduct a reasonable administration fee from any such refund where you fail to fly with us despite a Flight being available.
We will only make a refund or Credit to the Customer named on the Booking or to the person who paid for the Booking. If you want a refund or Credit you must prove to us that you are the person named on the Booking, or, if this applies, the person who paid for the Booking. Refunds will only be made to the original form of payment.
Refunds of payments made by credit or debit card will be refunded to the original form of payment. Refunds of payments made by cash or SADAD will be made by bank transfer to the Customer’s bank account.
We reserve the right to make a refund in the same manner and the same currency used to pay for the Booking.
ARTICLE 12 ‐ CONDUCT ABOARD AIRCRAFT
12.1 Unacceptable Behaviour
If, while you are on board the aircraft, we determine that you have put the aircraft, or any person/item onboard, in danger; deliberately interfered with the crew in carrying out their duties; failed to obey the instructions of the crew; 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 threat; threatened, abused or insulted the crew or other Customers or behaved in a threatening, abusive, insulting or disorderly way towards the crew or other Customers or behaved in a way which causes discomfort, inconvenience, damage or injury to the crew or other Customers, or in any other way behaved in breach of any law, regulation or statute, we may take any measures we determine reasonable to prevent you continuing your behaviour, including restraint. 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 Booking; 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.
12.2 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 in addition to any consequential damages that may resulted from such diversion.
12.3 Electronic Devices
For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including, but not limited to, mobile telephones; 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. Failing to do so may result in your behaviour being identified as detailed in Article 12.1 and 12.2 above. The use of hearing aids and heart pacemakers is permitted.
ARTICLE 13 ‐ ADMINISTRATIVE FORMALITIES
13.1 Travel Documents
Prior to travel, you must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof. We reserve the right to refuse carriage if you have not complied with these requirements, or your travel documents do not appear (on travel time or thereafter as reasonably required) to be in order.
13.2 Hajj Travel and Visa Restrictions
As specified by the Government of the Kingdom of Saudi Arabia, Customers with Hajj or Umrah visas must disembark in Jeddah or Madinah only.
During the Hajj period, Muslim Customers with a Visit Visa / Umrah Visa will not be permitted to enter Saudi Arabia via Jeddah or Madinah.
13.2 Refusal of Entry
If you are refused entry to a country, you must pay any fine, penalty or charge imposed on us by the government/authority 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/forced to pay We will not refund to you the Tariff for carrying you to the place where you were denied entry.
13.3 Customer Responsibility for Fines and Detention Costs
You must repay us any fines, detention costs and other charges we incur if you fail 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. We may also charge you a reasonable administration fee for processing these fines, detention costs and other charges on your behalf, as we reasonably determine. We may take this amount from the value of any of your money or Baggage we have in our possession.
13.4 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.
13.5 Security Screening
You must at any time allow us, government officials or airport officials, to carry out security screening of you or your Baggage. Such screening could be performed more than once.
ARTICLE 14 – LIABILITY FOR DAMAGE
14.1 These Conditions of Carriage govern our liability to you. The Conditions of Carriage of any and each other Carrier involved in your journey govern its liability to you.
14.2 Our Liability to Customers
14.2.1 Liability in the case of death or injury; our liability in the event of illness, injury, disability or death sustained by you in the event of an accident shall be subject to financial limit, as defined by applicable law, Convention or contract.
14.2.2 We do not accept liability for any illness, injury or disability, including death, aggravated by air travel where such travel posed a risk to you due to age, physical or mental condition.
14.2.3 the obligations of insurance set out in the General Authority of Civil Aviation Economic Regulations shall be understood as requiring that we shall be insured up to the limit of that liability.
14.2.4 If we prove that the damage or loss was caused by, or contributed to by, the negligence or breach of these Conditions of Carriage or your failure to comply with applicable law, orders or requirements of any applicable country, we may be exonerated wholly or in part from liability. In accordance with the applicable law.
14.2.5 We do not accept any liability for death, injury, disability, delay or loss caused by anything in Baggage to you, or your Baggage.
14,3 Our Liability for Baggage
14.3.1 Our liability for delay, damage or loss to Hold Baggage is limited by the Convention, our Carrier Regulations and these Conditions of Carriage and any applicable law where an investigation determines that the delay, damage or loss resulted from an act, or failure to act, by us with either the intention of causing the delay, damage or loss; or recklessly and with knowledge that delay, damage or loss would be the probably result.
14.3.2 Our liability is limited and the settlement of any claim will be based on the weight, and not the value, of your Baggage
14.3.3 We will not be liable to you for any damage or loss to your Baggage caused by normal wear and tear, your negligence or any breach of these Conditions of Carriage.
14.3.4 If the weight of your Hold Baggage is not recorded on your Baggage Identification Tag we shall presume it to weigh no more than the Hold Baggage Allowance included in your Booking.
14.3.5 Our liability for all Baggage damage or loss shall be limited to 1,131 SDRs
14.3.6 If the carrier performing the Flight is not us, you have the right to address a complaint against either.
14.3.7 Time limit for Action: Any action in court to claim damages must be bought within two (2) years from the date of travel or the incident.
14.3.8 We are not liable for damage to Cabin Baggage.
14.3.9 We are not and will not be under any circumstance at any time liable for any damage caused by your Baggage. You will be solely responsible for any damage caused by your Baggage to other people and property, including ours.
14.3.10 We are not liable in any way whatever for damage to items which you are forbidden from including in your Hold Baggage under Article 8. 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.
14.4.1 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.
14.4.2 Except where these Conditions of Carriage say differently, we will not be liable to you for any compensatory damages.
14.4.3 We shall furthermore not be liable for indirect or consequential damages of any nature whatsoever and howsoever arising.
14.4.4 Our Contract of Carriage with you (including these Conditions of Carriage and exclusions or limits of liability) applies to our Authorised 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 Authorised Agents, servants, employees, and representatives will not be more than the total amount of our own liability, if any.
14.4.5 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.
14.4.6 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 customer.
ARTICLE 15 ‐ TIME LIMITATION FOR CLAIMS AND ACTIONS
15.1 Notice of Claims
If your Hold Baggage is damaged (including partial loss) or not received by you, you must advise us immediately, before you leave the Baggage Hall by completing a Passenger Irregularity Report (PIR) available from our representatives at the baggage service desk. We will not process any claims without a completed PIR
15.2 Limitation of Actions
In case no agreement is reached, the period of limitation will be determined by the law of the court where the case is heard.
15.3 Modification and Waiver
None of our Authorized Agents, servants, employees or representatives has authority to alter, modify or waive any provision of these Conditions of Carriage.
ARTICLE 16 ‐ INTERPRETATION
The title of each Article of these Conditions of Carriage is for convenience only, and is not to be used for interpretation of the text.
ARTICLE 17 – CHOICE of LAW & JURISDICTION
By making a Confirmed Booking you agree that you have agreed with all the terms and conditions and requirements as detailed in these Conditions of Carriage as amended from time to time. In case of any dispute related to any / all of the services as provided by us and/or any of our Authorised Agents before, during and/or after the provision of the service, such dispute shall be exclusively and solely raised, filed, submitted, registered and /or presented in front of any of the legal courts of the Kingdom of Saudi Arabia.