AIR CARRIER OPERATING THE SERVICES

Your contract is with us, Iceland Express, but our flights are operated on our behalf by HELLO AG, an air carrier registered in Switzerland ("the air carrier").

Passengers have rights and responsibilities in accordance with Iceland Express' terms and conditions as expressed here. These should be read in conjunction with the air carrier's Conditions of Carriage, which also apply to you. The air carrier's Conditions of Carriage "(see * below) are incorporated in your contract with Iceland Express and contain important provisions affecting you and, as with these Iceland Express Terms and Conditions, you should refer to them before booking your flight.

APPLICABLE VERSION

These Terms and Conditions may, from time to time, be subject to change. In the event of any claim being made, the Terms and Conditions applicable at the time you accepted them when purchasing your ticket(s), shall, unless applicable law provides otherwise, govern that claim.

 

DATA PROTECTION & SAFETY

Iceland Express protects all personal details you provide when buying your flight. Iceland Express undertakes only to use the information so given for the following purposes:

• To confirm your booking by e-mail or by other messaging services, if you so wish.
• To inform you of flight disruptions.
• To send to the airports concerned as required for your check-in.
• To fulfill Iceland Express's legal responsibility regarding the passenger lists.
• To check your credit card.
• For information to the police or customs, if so required by law.

Your personal details can only be used by Iceland Express for offers, company information, etc, if you wish. You must actively request this service.

The Iceland Express reservation system is safe and we constantly monitor the system to offer you a secure connection for your purchases on the Internet.

• Your credit card information is not stored in our servers. When you enter the information, it is passed directly to the payment provider and the financial institutions needed to confirm your card and credentials. When sending the data, we encrypt the information to the highest available standards.
• We do not offer personal information such as e-mail addresses to any third party and all your information is stored in a secure environment.
• Our data cannot be retrieved from the outside of Iceland Express via Internet by unauthorised third parties.
• Passenger lists are only accessible to Iceland Express and the authorities so authorized in accordance with prevailing laws and regulations. We do not reveal your itinerary to anyone except yourself or the authority involved.
• Access to all data is restricted to those it concerns.
• Unauthorized searches into our booking system are always recorded and monitored by the management for further legal actions when the management sees fit. Iceland Express reserves the right to disconnect individual IP-addresses and/or Internet Service Providers (ISPs) that violate these Terms and Conditions.

BOOKING AND PAYMENT

Iceland Express is a genuine low cost company. In order to maintain our low price policy, we must keep costs down to a minimum, which is why it is only possible to buy flights with us in four ways:

• On the Internet. Booking and payment is made using a credit card.
• Through our Call Centres. The Service Charge for booking a flight through our Call Centres is GBP 13 (DKK 150, EUR 15, ISK 1.500) per passenger per flight leg. Calls and enquires to our Call Centres are free of charge. Only when you ask that Iceland Express book for you, do you have to pay the Service Charge.
• In our Sales Offices. Accepted methods of payment are credit cards, cash or debit cards.
• At Travel Agencies in various countries.

To enable us to offer the lowest possible prices to you, all flights are priced as one-way flights. This means that when you buy a return trip, you might be offered two different prices - one for the outward journey and another for the return journey. We total it for you, however. You can of course always search for another flight date to try to find a lower price for any of your flights.

CANCELLATION INSURANCE

A cancellation insurance that guarantees a 100% refund for cancellation prior to departure and upon presentation of a doctor's certificate, within 7 days of the proposed departure date, can be purchased directly on the Internet when booking, or through our Call Centre if you book there. Our cancellation insurance costs GBP 7 (DKK 75, EUR 10, SEK 95, ISK 950) per passenger and one way flight and is sold by Iceland Express. It covers the cost of the flight and, if applicable, the costs you have incurred for changing your journey. See Changing your Journey.

It also covers items paid for, such as golf equipment, bicycles, surfboards, hang gliders and skis, see Baggage. Nothing else is included in the cancellation insurance. It does not cover the cost of the cancellation insurance itself, nor booking fees, the doctor's certificate, agency commissions, service fees, the cost of hotels or car hire etc.

The cancellation insurance is valid when, for medical reasons, you are prevented from undertaking the trip or when your spouse, your children or your parents are so seriously ill that you for family reasons do not want to undertake the journey. In this latter case when any of your family members mentioned are taken seriously ill, a doctor’s certificate is required for that person. The cancellation insurance can only be purchased when the original booking is made. No exceptions can be made to this. In many cases passengers may already have valid insurance, e.g. when paying with certain credit cards or perhaps included in your travel insurance, house insurance or property insurance.

TAXES AND CHARGES

The taxes and charges air carriers have to pay are 100% financed by passenger revenues. We include them in the price of the flight(s), so that the summarized price includes everything that you will have to pay. The taxes and charges the air carrier currently has to pay to governments, authorities, airports and others, are:

• Overflight charges
• Passenger taxes
• Navigation levy
• Landing fees
• Environmental charges
• Security charges
• Extra war premium after September 11, 2001

NO CHARGE FOR CREDIT CARDS

We do not charge our passengers an extra fee for using credit cards when travelling with Iceland Express.

 

REFUNDS

Payment is only refunded when a flight has been cancelled by Iceland Express, see Delayed or Cancelled Flights, or upon possession of a cancellation insurance paid to Iceland Express when the original booking was made, see Cancellation Insurance. Tickets may however be rebooked at varying prices, see Changing your Journey. In many cases passengers may already have a valid insurance, e.g. when paying with certain credit cards or perhaps included in your travel insurance, house or property insurance.

 

CHANGING YOUR JOURNEY

You can rebook your journey yourself on the Internet. Rebooking must be at least three hours before departure. You can change date, route, or the name on your booking, or you can make all the three changes at the same time. Please note that there is a fee attached, GBP 25 (DKK 250, EUR 30, SEK 290, ISK 2.900) per change. Just log in with your booking number or email address, together with your PIN code that you received when you made your original booking. You then pay directly with your credit card as per instruction. Please note that the fee is per person, per one purpose and per one single flight. Should you have many changes at the same time, it might be more advantageous to buy a new ticket. You can always contact our Call Centre if you need help. The price difference for rebooking to a more expensive flight must also be paid. We do not refund the price difference for rebooking to a cheaper flight.

 

ELECTRONIC TICKETS

The confirmation of your booking that we send you by email is your ticket. Your ticket contains your booking number and other valuable information. It is important that you read this information carefully, including the Important Notice to Passengers. It can vary from time to time, so please check it each time you buy a new ticket. You can print your ticket directly from the Internet wherever you are in the world. Just remember your booking number and your PIN code. If you book through our Call Centre, we will send the ticket by e-mail to you. We can also post it to you for a fee of GBP 4. You present your ticket when you check in or just state your booking number.

CHECK-IN

Tickets

You must present your booking number at check-in.

ID documents

All passengers must be able to present a passport or a valid ID-card with a photo at check-in or at any other time during the journey. Your passport is necessary for travel between Iceland and the United Kingdom. Even if you travel via the United Kingdom to other countries, your passport is required. For travel between Iceland and Denmark, within the "Schengen" area, only a valid ID-card with a photo is required. However, we recommend that you always bring your passport with you.

Arrive on time

Check-in opens at least two hours before departure and closes exactly 30 minutes before departure at all airports. The risk of missing the flight is very high when you check in just before we close. You run a severe risk of getting stuck waiting to pass the security control. We do not assume any responsibility to transport you and your baggage just because we checked you in, if you do not present yourself at the departure gate in time. It is solely your own responsibility to board the aircraft at the time we announce the boarding. Passengers who present themselves at the check-in counter later than 30 minutes before departure, or do not appear at the gate when we board the aircraft, will lose their seat on the aircraft and will not have right to rebook, claim a refund or any other form of compensation.

Onward flights

Please note that Iceland Express flights do not involve any interline cooperation with other airlines. This means that you will have to treat flights with other airlines as if they are the first flight in your journey.

When you fly with Iceland Express and go on with—or arrive from—other airlines, you will always have to collect your baggage, go through the passport control (in the UK only) and customs and then check in again. It is in your interest to observe the check-in times and other requirements of all airlines concerned. Neither Iceland Express nor HELLO AG take any responsibility whatsoever for your flights other than those with Iceland Express, and we do not undertake that your flight with us will arrive in time for you to connect with an onward flight provided by another airline.

BAGGAGE

Baggage in Hold: Each passenger is allowed to check in, free of charge, baggage weighing no more than 20 kg.

Hand Baggage: You may take one piece of hand baggage with you on board, no larger than 55x35x25cm (21x14x10 inches). In addition to this, you can bring on board a handbag, a coat, a laptop computer, a camera and a shopping bag with tax-free items. The total weight of your hand baggage, including these items, must not exceed 10 kg.

Infants: Children under 2 years old are not entitled to the above baggage allowances except when a seat has been booked for them.

Surplus Weight: All baggage above the standard allowance is charged at GBP 8 (DKK 85, EUR 11, ISK 950) per kilo per flight leg.

Sporting Equipment and Other Special Baggage: Transportation of such items as golf equipment, bicycles, surfboards, hang gliders and skis costs GBP 15 (DKK 175, EUR 20, SEK 200, ISK 2,000) per flight leg (whether or not their weight is within the overall baggage allowance). Bicycles must be properly wrapped in plastic or corrugated cardboard with the handlebars turned inwards, the pedals removed and the tyres deflated. Iceland Express reserves the right to refuse to transport the above-mentioned items if they are in excess of the free allowance of 20kg.

Certain items are not permitted on Iceland Express flights including: weapons and explosive materials, including fireworks; all types of toxic substances, radioactive materials and all types of gas. Firearms and ammunition for hunting and sporting purposes may be accepted as checked baggage with our prior agreement and subject to specific conditions for firearms and ammunition. Weapons such as antique firearms, swords, knives and similar items may also be accepted as checked baggage at our discretion, but will not be permitted in the cabin of the aircraft under any circumstances. For full details of such prohibited items see Article 8.3 of the air carrier’s Conditions of Carriage (see * below).

The following items may only be carried in checked-in baggage and may not be taken on board the aircraft in your hand baggage:

• Toy weapons or other imitations
• Catapults
• All types of knives
• Razor blades
• Darts
• Scissors, including small nail scissors
• Cricket and baseball bats, etc.

LOST OR DAMAGED BAGGAGE

Please read the Important Notice to Passengers. If your baggage becomes damaged or lost whilst in our custody, you must inform our ground personnel immediately upon arrival at the airport. Unless you do so any claim made after that cannot be accepted. In accordance with applicable law refer to the Air Carrier’s Conditions of Carriage (see * below).

NUMBERED SEATS ON ALL FLIGHTS

All passengers have their own numbered seat on all flights. The seat numbers will be allocated at check-in. Passengers who book together will normally be allocated seats next to each other or as close to each other as possible, but we cannot guarantee this. Passengers cannot change seats at will on board. You may only change seats with the approval and under the supervision of the cabin crew.

AGE LIMITS FOR CHILDREN

Infants (children under 2 years of age)

Infants are children who have not reached their second birthday at the day of the journey. Infants will only be accepted for carriage if they are more than two weeks old.

Infants may fly for a small service charge, provided they sit on the lap of the accompanying person. The charge is ISK 730 (GBP 7, EUR 9, DKK 70) when flying from Reykjavík KEF and Copenhagen CPH, but ISK 2.500 (GBP 21, EUR 30, DKK 221) when flying from London STN. No more than two infants per accompanying person are allowed. There is no baggage allowance for infants.

If an adult is travelling with more than one infant under the age of two years, but at least six months, one infant may sit on the accompanying adult’s lap and the other infant must occupy a separate seat and be seated in an approved car seat, (see below for description). Please observe that you must pay for an ordinary seat to put the baby seat in.

An adult with infants aged six months or less can only travel with one single infant. Under no circumstances can members of the crew or other unrelated passengers be expected to carry additional infants.

A maximum of 15 infants can be carried on the aircraft, regardless of whether they travel for free in an adult's lap or if they travel in a separate seat.

If an infant reaches his or her second birthday on a date between the outward and the return journey, a seat must be booked for the infant for the return journey. It is strictly forbidden for a young child of two years of age or more to travel on an adult's lap and there are no exceptions to this rule.

Where two adults are travelling together with two infants, it will normally be necessary to seat one adult and one infant in a separate row to the other adult and infant to ensure that oxygen masks are available for all four people in each row of three seats.

Infants who are a minimum of six months of age, may be seated in a purpose-designed car-type seat meeting approved safety requirements, provided that an extra seat is booked. The car seat must be forward-facing, designed to be secured by a single lap strap and be fitted with a single-release five-point harness which secures the infant's lap, torso and shoulders. The seat must be in good condition with all attached tables/trays and toys removed and passengers should carry the operating instructions with them wherever possible. The cabin crew will assist with securing of the seat to the aircraft seat, but retain the right to decline permission for safety reasons for a car-type seat to be occupied by an infant or child up to the age of three during take-off and landing.

Children between 2 and 3 years of age

A child between two and three years old may be seated in a purpose-designed car-type seat that meets approved safety requirements, (see description and procedure above under “Infants”). A child may never travel sitting on an adult's lap when over 2 years old.

Travelling alone 5-12 years

All children over 5, but who have not reached their 12th birthday, can travel alone with Iceland Express, subject to the following provisions.

The children must be booked as specially marked "unaccompanied minors". All precautions are taken to ensure their security during the entire flight.

It is mandatory to use this service for all children between 5 and 12 years travelling alone. A special form has to be filled in by the parent or guardian of the child and be presented at check-in. This form is available at all our airports.

When you arrive with the child to our check in desk, you will meet one of our staff members to whom you deliver your filled in form. Our staff member will then accompany the child onboard our aircraft and formally hand over the custody to a member of the cabin crew, which assumes responsibility for the child during the flight. Upon landing, the child will be handed over, at the exit of our aircraft, to an assistant who accompanies the child through the passport control, collects baggage, passes the customs and finally, upon ID-proof, delivers the child to the person who is pre-announced on the sheet the child is wearing around the neck. The charge for this service is GBP 25 (DKK 250, EUR 30, SEK 290, ISK 2.900) per flight leg.

Travelling alone 12-15 years

There are two options: either the child can be booked as an unaccompanied minor (see above 5-12 years) or the child can travel without any special care, as an adult, (see below 15-18).

Travelling alone 15-18 years

You must have reached your 18th birthday to travel as an adult. Children between 15 and 18 travel unaccompanied and under the same conditions as adult passengers. This means that Iceland Express does not provide supervision or any form of assistance for these passengers. Should the child need assistance at the airport, you can book “Meet and assist”, see Passengers with Special Needs.

PREGNANCY AND FLYING

Pregnant women may travel without restrictions up until the 27th week of their pregnancy. Between the 28th and 34th week of pregnancy, a doctor's certificate is required that permits the woman to make the trip in question and provides details of the expected date of delivery. Women in their 35th week or more of pregnancy are not allowed to travel with Iceland Express. It is the responsibility of the passenger to show their pregnancy certificates at check in, or whenever requested.

PASSENGERS WITH SPECIAL NEEDS

Passengers with special needs must book accordingly. The booking system will show you the different options. You do not have to call us; everything can be done directly by yourself on our website. We require this information in order to allocate you a suitable seat. These are our codes:

• MAAS = Meet and assist. Any passenger may require assistance for guidance and transport at any of the airports we fly to.
• WCHR = A wheelchair passenger who can walk a short distance across the ramp to/from the aircraft.
• WCHS = A wheelchair passenger who needs assistance with stairs.
• WCHC = A wheelchair passenger who needs to be carried between the wheelchair and the aircraft seat.
• PRM = Blind passengers, deaf passengers, pregnant women between 28th and 34th week, see Pregnancy and Flying,
• UNMINS= All children who have reached their 5th birthday, but not their 12th, must be booked according to our special procedures, see Age limits for children. Children who have reached their 12th birthday but not their 18th, can at parent's or guardian's choice be booked, either according to the same procedures as for those between 5 and 12 years, or travel as an adult over 18 years without any special attention, see Age Limits for children.

ANIMALS

Dogs and cats are accepted, but not in the passenger cabin. They must be transported in cages in the hold. If you travel on the same flight as your animal, we call it a "PET"-transport. If the animal is sent alone, we call it a transport of "LIVE ANIMAL". To London, PET-Transports are not allowed (even if you travel on the same flight), only the transport of "LIVE ANIMAL".

For PET-transports, the price is GBP 8 (DKK 85, EUR 11, ISK 950) per kilo. The kilo price refers to the total weight of the animal and the cage.

You must ensure that the case complies with the International Air Transport Association Live Animal Regulations Container Requirement which specifies legal requirements in terms of its construction and size. Iceland Express cannot supply these cages.

For "LIVE ANIMALS", the price structure is based on the volume of the cage as your animal is sent as cargo with an airway bill. Please contact Iceland Express for further information.

Before undertaking the transport, it is your sole responsibility to contact the necessary veterinarians regarding required certificates, quarantine procedures and other formalities that apply to the transport of animals between the countries in question.

TRANSPORT OF DECEASED PERSONS

Iceland Express accepts transport of deceased persons in coffins or urns. You need to present a copy of the death and cremation certificates. Passengers transporting urns must ensure that they are packed in a suitable manner and kept as hand baggage on board. We recommend that you inform the company handling the baggage when checking in. For transport of coffins, you are requested to contact Iceland Express beforehand. The price for the transport of a coffin is GBP 600 (DKK 6.300, EUR 850, ISK 70.000).

WAITING LIST / STANDBY

Iceland Express does not operate waiting lists for standby passengers.

DENIED BOARDING DUE TO OVERBOOKING, DELAYED AND CANCELLED FLIGHTS

The following states Iceland Express's liability to you in respect of delayed and cancelled flights. Please note that any liability of the air carrier in the event of delays and cancellations is subject to the air carrier’s Conditions of Carriage (see * below) to which you should refer before booking any Iceland Express flight. In applicable circumstances an air carrier is also required to comply with EC Regulation 261/2004 on common rules on compensation and assistance to passengers in event of denied boarding and of cancellation or long delay to flights. Iceland Express does not operate an overbooking system. Therefore no passenger who has a confirmed seat on an Iceland Express flight can or will be denied boarding due to overbooking. However, if your flight is cancelled or delayed for at least two hours, ask at the check- in counter or boarding gate for the text stating your rights under the Regulation, particularly with regard to compensation and assistance.

The following information about Delayed Flights and Cancelled Flights does not limit your rights under EC Regulation 261/2004 where it applies, but you will not receive the benefits and assistance below in addition to those you receive from or on behalf of the air carrier pursuant to that Regulation.

Delayed Flight

If your flight is delayed for reasons outside our control, e.g. force majeure, including but not limited to Air Traffic Control, Weather, Security Alerts, Industrial Action and Strikes, Airport and Runway Closures, you will not be compensated by Iceland Express.

If your flight is delayed for other reasons, e.g. technical reasons, Iceland Express will compensate you as follows.

• If a delay occurs of more than two hours from the scheduled time of departure, you will be entitled to receive a voucher to a value of GBP 5, or the equivalent amount in DKK, EUR or ISK.
• If a delay occurs of more than four hours from the scheduled time of departure, you will be entitled to receive a voucher to a value of GBP 7,50, or the equivalent amount in DKK, EUR or ISK.
• If a delay occurs of more than six hours from the scheduled time of departure, you will be entitled to receive a voucher to a value of GBP 10, or the equivalent amount in DKK, EUR or ISK.
• If the delay requires you to wait overnight and should you have no other alternative accommodation available, Iceland Express will arrange your overnight hotel accommodation (one night only to include breakfast) and transport to and from the hotel.

Iceland Express will not compensate you any further for any reason whatsoever, other than as stated above and any such compensation paid to you shall not constitute any admission of other or further liability to you on the part of Iceland Express in respect of such delay.

Cancelled flight

In the extreme event of a flight being cancelled, you will be entitled to transfer your seat free of charge to another Iceland Express flight at your choice, subject to space available, or you can cancel your seat and receive a full refund via the original method of payment, inclusive of all taxes and charges made.

In case you have booked two flights and the cancelled flight is your outward journey, you are also entitled to make the same arrangements at your choice for the homeward journey.

If your flight is cancelled for reasons other than force majeure and the cancellation requires you to wait overnight, and should you have no other alternative accommodation available, Iceland Express will arrange your overnight hotel accommodation (one night only to include breakfast) and transport to and from the hotel.

You will not be entitled to any further entitlement or arrangement other than as stated above, and the above entitlements and arrangements shall not constitute any admission of other or further liability to you on the part of Iceland Express in respect of such cancellation.

LIABILITY FOR DEATH AND INJURY

Iceland Express's liability in the event of death or injury is limited in accordance with the liability rules of the Convention as defined in the Conditions of Carriage (see * below), see Articles 1 and 15 thereof.

Please read the Important Notice to Passengers.

CARGO

From Reykjavík KEF to Copenhagen CPH and/or London STN:

Contact Iceland Express via email to signys@icelandexpress.is or by telephone + 354 5 500 649 or fax + 354 4 250 561. You can also contact any other forwarder you prefer and make a booking on Iceland Express flight.

From Copenhagen CPH to Reykjavík KEF:

Contact UTI Logistics (Nordic), Copenhagen Airport, DK-2770 Kastrup, via email to jlysholm@go2uti.com, telephone +45 7022 3970 or fax +45 7022 3971. You can also contact any other forwarder you prefer and make a booking on Iceland Express flight.

From London STN to Reykjavík KEF:

Contact Fistral Impex Ltd, 6 Taylors End, Long Border Road, Stansted Airport, Essex CM24 1RL, via email to markr@fistral-impex.co.uk, telephone +44 (0)1279 680 345 or fax +44 (0)1279 680 572.

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* Air Carrier’s Conditions of Carriage

1. DEFINITIONS

As you read these conditions, please note that "we", "our" "ourselves" and "us" and "HELLO" means HELLO AG; and "You", "your" and "yourself" means any person holding a Ticket who is carried or to be carried on-board our aircraft except members of the crew (see also definition for "Passenger").

Agreed Stopping Places means those 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 means the two or three characters (letters or numbers) that identify particular air carriers.

Authorised Agent means an agent or travel agent who has been appointed by us to represent us in the sale of air transport on our services.

Baggage means your personal property accompanying you in connection with your trip. Unless otherwise stated, it consists of both your Checked and Unchecked Baggage.

Baggage Check means those portions of your Ticket that relate to the carriage of your Checked Baggage.

Baggage Identification Tag means a document issued solely for identification of your Checked Baggage, the baggage tag portion is attached to your Checked Baggage and the identification/claim portion is given to you.

Carrier means an air carrier other than us whose airline designator code appears on your Ticket or on a Conjunction Ticket.

Charterer means any person on whose behalf we perform carriage by air pursuant to an air charter or aircraft wet lease, including a tour operator or other air carrier, and in the case of Iceland Express flights it means Iceland Express ehf.

Checked Baggage means Baggage of which we take custody and for which we have issued a Baggage Identification Tag or Baggage Check or both.

Check-in Deadline means the time limit set by us or by our Authorised Agent by which you must have completed check in formalities and received your boarding pass.

Conditions of Carriage means the conditions as set out in this document.

Conjunction Ticket means a ticket issued to you in relation to another Ticket which together constitute a single contract of carriage.

Convention means whichever of the following instruments are applicable (and as any of the same may be amended or supplemented from time to time):

• a) the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (hereinafter referred to as the Warsaw Convention)
• b) the Warsaw Convention as amended at The Hague on 28 September 1955
• c) the Warsaw Convention as amended by Additional Protocol No. 1 of Montreal (1975)
• d) the Warsaw Convention as amended at The Hague and by Additional Protocol No. 2 of Montreal (1975)
• e) the Warsaw Convention as amended at The Hague and by Additional Protocol No. 4 of Montreal (1975)
• f) the Guadalajara supplementary Convention (1961) (Guadalajara)
• g) the Montreal Convention (1999)
• h) Council Regulation No 2027/97 on air carrier liability in the event of accidents

Coupon means both a paper Flight Coupon and an Electronic Coupon, each of which entitle the named passenger to travel on the particular flight identified on it.

Damage includes death or wounding of, or bodily injury to, a Passenger, and 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.

Electronic Coupon means an electronic flight coupon or other value document held on our database.

Electronic Ticket means the Itinerary/Receipt issued by us or on our behalf, the Electronic Coupons and, if applicable, a boarding document.

Flight Coupon means that portion of the Ticket that bears the notation "good for passage," or the Electronic Ticket, and indicates the particular places between which you are entitled to be carried.

Itinerary/Receipt means a document or documents which is issued by us or on our behalf to Passengers travelling on Electronic Tickets that contains the Passenger's name, flight information and notices.

Passenger means every person, except members of the crew, carried or to be carried on one of our aircraft pursuant to an Ticket. (See also definition for "you", "your" and "yourself).

Passenger Coupon or Passenger Receipt means that portion of the Ticket issued by us or on our behalf that ultimately is to be retained by you as confirmation of the details of your journey.

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

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

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

Ticket means either the document entitled "Passenger Ticket and Baggage Check" or the Electronic Ticket, in each case issued by us or our Authorised Agent.

Unchecked Baggage means any of the your Baggage other than your Checked Baggage.

2. APPLICABILITY

2.1 Except as provided in Articles 2.3 and 2.4, these Conditions of Carriage will apply to all flights we operate and to any case where we have a legal liability to you in relation to your flight.

2.2 Where carriage is performed by us on behalf of a Charterer these Conditions of Carriage apply to you when they are incorporated by reference in your Ticket or in your agreement with the Charterer . For the avoidance of doubt in the case of flights operated by us on behalf of a Charterer, including Iceland Express ehf, we are not bound by any provision contained in their agreement with you which extends beyond these Conditions of Carriage.

2.3 These Conditions of Carriage are applicable unless they are inconsistent with applicable law in which event such law shall prevail in respect of our liability. If any provision of these Conditions of Carriage is invalid under any applicable law, the other provisions shall nevertheless remain valid.

2.4 Except as provided in these Conditions of Carriage, in the event of inconsistency between these Conditions of Carriage and any other regulations we or our Authorised Agents or the Charterer (if applicable) may publish in respect of flights operated by us, dealing with particular subjects, these Conditions of Carriage shall prevail in respect of our liability to you.

2.5 These Conditions of Carriage may, from time to time, be subject to change. In the event of any claim being made, the Conditions of Carriage applicable at the time your contract with us or with our Authorised Agent or the Charterer (if applicable) was entered into shall govern that claim.

 

3. TICKETS

3.1 We will provide carriage only to the Passenger named in the Ticket, and you may be required to produce appropriate identification to demonstrate that you are the named Passenger.

3.2 A Ticket is not transferable.

3.3 You should ensure that you have appropriate insurance to cover instances where you have to cancel your Ticket.

3.4 The Ticket is and remains at all times the property of the issuing carrier. Tickets are valuable documents and you must take all reasonable care to ensure your Ticket is not lost or damaged.

3.5 Except in the case of an Electronic Ticket, you shall not be entitled to be carried on a flight unless you present a valid Ticket containing the Flight Coupon for that flight and all other unused Flight Coupons and the Passenger Coupon. In addition, you shall not be entitled to be carried if the Ticket presented is mutilated or if it has been altered otherwise than by us or our Authorised Agent or the Charterer (if applicable). In the case of an Electronic Ticket, you shall not be entitled to be carried on a flight unless your provide your booking reference number and positive identification that you are the person to whom the booking reference number refers.

3.6 If your ticket (or part of it) is damaged or lost or you cannot present a valid Ticket for a flight on which you are booked, we will replace the Ticket (or part of it) at your request by issuing a new Ticket, provided there is clear evidence that a Ticket valid for the flight(s) in question was duly issued and you sign an agreement to reimburse us for any costs and losses which are reasonably and necessarily incurred by us or another carrier for misuse of the Ticket. We will not claim reimbursement from you for any such losses that result from our own negligence. The issuing carrier may charge a reasonable administration fee for this service, unless the loss or mutilation was due to the negligence of the issuing carrier, or its agent.

3.7 Except as otherwise provided in the Ticket, in these Conditions, or in applicable Tariffs, (which may limit the validity of a ticket, in which case the limitation will be shown on the Ticket), a Ticket is valid for one year from the date of issue; or, subject to the first travel occurring within one year from the date of issue, one year from the date of first travel under the Ticket.

3.8 The Ticket you have purchased is valid only for the transport as shown on the Ticket, from the place of departure via any Agreed Stopping Places to the final destination. It forms an essential part of our contract with you. The Ticket will not be honoured and will lose its validity if the coupons are not use in the sequence provided in the Ticket.

3.9 Please be advised that in the event you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations. However, if you do advise us in advance, we will not cancel your subsequent flight reservations.

3.10 Our name may be abbreviated to our Airline Designator Code ("FHE"), or otherwise, in the Ticket. Our address shall be deemed to be the registered office of HELLO AG.

 

4. FARES, TAXES AND CHARGES

4.1 The fare that you have paid for the flight or the amount paid for the package of which your flight with us forms a part commits us to provide carriage by air from the airport at the point of origin to the airport at the point of destination unless otherwise expressly stated. We do not provide ground transport service between airports and between airports and town terminals or other points. Other services provided to you by our Authorised Agent or the Charterer (if applicable) that are not part of your carriage by air are solely governed by the terms and conditions of the Authorised Agent or the Charterer.

4.2 Applicable taxes, fees and charges imposed by government or other authority, or by the operator of an airport, shall be payable by you. At the time you purchase your Ticket, you will be advised of taxes, fees and charges not included in the fare. The taxes, fees and charges imposed on air travel change frequently and can be imposed after the date of issue of your Ticket. If there is an increase in a tax, fee or charge shown on your Ticket, you will be obliged to pay it. Likewise, if a new tax, fee or charge is imposed even after your Ticket is issued, you will be obliged to pay it. Similarly, if any such tax or charge due is abolished or reduced before we are obliged to pay it, you will be entitled to claim a refund from us.

 

5. RESERVATIONS

5.1 Specific seats aboard the aircraft will be allocated on arrival at check-in prior to the flight. Whilst we we will endeavour to honour advance seating requests where there are special needs, we cannot guarantee that these will be met and reserve the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational or safety reasons.

 

6. CHECK-IN AND BOARDING

6.1 Check-in Deadlines are different at every airport and you should familiarise yourself with these Check-in Deadlines and must comply with them. We reserve the right to release your seat on the aircraft if you have not checked in by the Check-in Deadline. Our Authorised Agents or the Charterer (if applicable) will advise you of the Check-in Deadline for your first flight with us. For any subsequent flights in your journey, you should inform yourself of the Check-in Deadlines.

6.2 You must be present at the boarding gate not later than the time specified by us when you check in. Should you fail to do so, we reserve the right to release your seat on the aircraft and remove your Baggage from it and depart without you.

6.3 We will not be liable to you for any loss or expense incurred due to your failure to comply with the provisions of this Article.

 

7. REFUSAL AND LIMITATION OF CARRIAGE

7.1 In the reasonable exercise of our discretion, we may refuse to carry you or your Baggage if we have notified you in writing that we would not at any time after the date of such notice carry you on our flights. We may also refuse to carry you or your Baggage if one or more of the following have occurred or we, our servants or agents, reasonably believe may occur:

• a) such action is necessary for reasons of security;
• b) such action is necessary in order to comply with any applicable government laws, regulations, or orders;
• c) the carriage of you or your Baggage may endanger or affect the safety, health, or materially affect the comfort of other passengers or crew;
• d) your mental or physical state or behaviour, including any impairment from alcohol or drugs, presents a hazard or risk to yourself, to passengers, to crew, or to property;
• e) you are, or we reasonably believe you are, in unlawful possession of drugs; f) you fail to comply with the reasonable instructions of ground staff or a member of the crew;
• g) you act in a threatening, abusive, insulting or disorderly manner (verbally or physically) towards any member of ground staff, a member of the crew or a member of the public;
• h) you have made a hoax bomb threat or committed a criminal offence during check-in, boarding or whilst aboard the aircraft;
• i) you have committed misconduct on a previous flight;
• j) you have refused to submit to a security check of either your person or your Baggage;
• k) you have not paid the applicable fare, taxes, fees or charges;
• l) you do not appear to have valid travel documents, may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, destroy your travel documents during flight or refuse to surrender your travel documents to the crew when so requested;
• m) you present a Ticket that has been acquired unlawfully, has been purchased from an entity other than us or our Authorised Agent or the Charterer (if applicable), or has been reported as being lost or stolen, is a counterfeit, or you cannot prove that you are the person named in the Ticket;
• n) you present a Ticket which has been issued or altered in any way, other than by us or our Authorised Agent or the Charterer (if applicable) , or the Ticket is damaged or defaced;
• o) you fail to observe our instructions with respect to safety or security.

7.2 Acceptance for carriage of young persons unaccompanied by a responsible adult, incapacitated persons, pregnant women, persons with illness or other people requiring special assistance is subject to prior arrangement with us. Passengers with disabilities who have advised us of any special requirements they may have and have been accepted by us, shall not subsequently be refused carriage on the basis of such disability or special requirements.

7.3 Where we accept young persons unaccompanied by a responsible adult for travel on our services, the parent or guardian legally responsible for the young person agrees to hold us harmless from any liability arising from the carriage of that young person by us except as provided for in Article 15 of these Conditions of Carriage.

 

8. BAGGAGE

8.1 You may carry some Baggage, free of charge, subject to our conditions and limitations, which are available upon request from us or at any of our offices or our Authorised Agents.

8.2 You will be required to pay a charge for carriage of Baggage in excess of the free Baggage allowance. These rates are available from us at any of our offices or our Authorised Agents.

8.3 You must not include in your Baggage:

• a) items which do not constitute Baggage as defined in Article 1 of these Conditions of Carriage;
• b) items which are likely to endanger the aircraft or persons or property on board the aircraft, such as, but not limited to, flammable materials, radioactive or oxidising agents, fireworks or explosives, and all items specified 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.
• c) items the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from or to;
• d) items which are reasonably considered by us to be unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile or perishable having regard to, among other things, the type of aircraft being used. Information about unacceptable items is available upon request from any of our offices or our Authorised Agents.
• e) firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage with our prior agreement and subject to the specific conditions for firearms and ammunition available at any of our offices.
• f) weapons such as antique firearms, swords, knives and similar items may be accepted as Checked Baggage at our discretion, but will not be permitted in the cabin of the aircraft under any circumstances.
• g) animals (living or dead) or raw meat products of any nature; and from time to time, other food products as may be prohibited by law from carriage across national boundaries.
• h) human remains; or
• i) any other items which we may deem to be a hazard to the aircraft or its occupants or to the safety and security of the flight in general.

8.4 You must not include in Checked Baggage money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples.

8.5 If, despite being prohibited, any items referred to in 8.3 and 8.4 are included in your Baggage, we shall not be responsible for any loss or damage to such items and you agree to indemnify us against any claims or actions arising from carriage of prohibited articles in your Baggage.

8.6 We will refuse to carry as Baggage the items described in 8.3 and 8.4, and we may refuse further carriage of any such items upon discovery. We may also refuse to carry as Baggage any item reasonably considered by us to be unsuitable for carriage because of its size, shape, weight, content, character, or for safety, security or operational reasons, or the comfort of other passengers. Information about unacceptable items is available at any of our offices.

8.7 We may refuse to accept Baggage for carriage unless it is in our reasonable opinion properly and securely packed in suitable containers.

8.8 For reasons of safety and security we may request that you permit a search and scan of your person and a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in 8.3 or 8.4 or any firearms, ammunition or weapons, which have not been presented to us in accordance with our requirements. If you are unwilling to comply with such request we may refuse to carry you and your Baggage. In the event a scan causes damage to you or an x-ray or scan causes damage to your Baggage, we shall not be liable for such damage unless due to our fault or negligence.

8.9 Checked Baggage must have your name or other personal identification affixed to it. Upon delivery to us of your Baggage that you wish to check we will take custody of, and issue a Baggage Identification Tag for, each piece of your Checked Baggage. Checked Baggage will, whenever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your Checked Baggage is carried on a subsequent flight we will deliver it to you, unless applicable law requires you to be present for customs clearance.

8.10 We specify maximum dimensions and weights for Baggage which you carry on to the aircraft. This information is available at any of our offices.If your Baggage exceeds these limitations, or is considered unsafe for any reason, it must be carried as Checked Baggage subject to the provisions of 8.6.

8.11 Subject to 8.9, you are required to collect your Checked Baggage as soon as it is made available at your destination or Stopover. Should your Checked Baggage not be claimed within three months of the time it is made available, we may dispose of it without any liability to you.

8.12 Only the bearer of the Baggage Check and Baggage Identification Tag, is entitled to delivery of the Checked Baggage. If a person claiming Checked Baggage is unable to produce the Baggage Check and identify the Baggage by means of a Baggage Identification Tag, we will deliver the Baggage to such person only on condition that he or she establishes to our satisfaction his or her right to the Baggage.

8.13 You must not take any animals aboard the aircraft unless with our prior written agreement.

 

9. SCHEDULES, DELAYS AND CANCELLATION OF FLIGHTS

9.1 Our flight times shown in timetables, schedules, your Ticket or elsewhere are not guaranteed.

9.2 We will however take all reasonable measures to carry you and your Baggage within a reasonable time of the departure time shown in your Ticket. In the exercise of these measures and in order to prevent substantial delays, in exceptional circumstances we may arrange for a flight to be operated on our behalf by an alternative carrier and/or aircraft. In that event, the provisions of these Conditions of Carriage shall apply to carriage on such alternative aircraft in respect of our liability.

9.3 In the event of delays arising, we shall have no liability to arrange alternative transport for you to reach your destination in the event of missed connections to either another flight or a journey operated by any other mode of transport; nor to compensate you for additional costs or any losses incurred by you as a result of such delays. Delays can occur for a number of reasons, many of which are beyond our control. We therefore strongly recommend that you take out a travel insurance policy to provide financial protection against the consequences of delays.

9.4 Without prejudice to the provisions of 9.3, we or our Authorised Agents may at our sole discretion provide welfare in the form of food and beverages (or vouchers which can be exchanged for food and beverages) during delays of over two hours; and in the event of overnight delays, hotel accommodation provided that this can be secured for all passengers booked to travel on the delayed flight within reasonable travelling distance of the airport of planned departure.

9.5 If we are unable to carry you on a flight for which you hold a confirmed reservation and valid Ticket, we shall pay compensation to you in accordance with applicable law and our denied boarding compensation policy and arrange alternative transport for you at our cost. However, we shall have no further liability for consequential losses arising from our failure to carry you on the flight on which you were planned to travel.

9.6 In the event of a flight being cancelled for any reason we shall have no liability to arrange alternative transport for you to reach your destination in the event of missed connections to either another flight or a journey operated by any other mode of transport; nor to compensate you for additional costs or any losses incurred by you as a result of such cancellations.

 

10. REFUNDS

10.1 You must apply to the Authorised Agent or Charterer from whom the Ticket was purchased if you wish to be considered for a refund for an unused portion of a Ticket valid for carriage on our flights, regardless of the reason for such application. The determination of whether any refund shall be made will be in accordance with your agreement with the Charterer (if applicable) or otherwise with our conditions available at any of our offices.

 

11. BEHAVIOUR ABOARD AIRCRAFT

11.1 If, in the reasonable opinion of our employees, servants or agents, you conduct yourself aboard the aircraft in a manner so as to endanger the aircraft or any person or property on-board; obstruct the crew in the performance of their duties; fail to comply with any instructions of the crew including but not limited to those with respect to smoking, alcohol or drug consumption; behave in a manner which causes discomfort, threat, insult, inconvenience, damage or injury to other passengers or the crew (verbally or physically), we may take such measures as we deem necessary to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward carriage at any point, and may be prosecuted for offences committed on-board the aircraft.

11.2 If, as a result of your unacceptable behaviour, we divert the aircraft to an unscheduled airport for the purposes of removing you from the aircraft, you must pay us the reasonable costs and consequential losses arising from that diversion.

11.3 For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including, but not limited to;

• cellular (mobile) telephones, laptop computers, portable recorders, portable radios, cassette and CD, DVD and MP3 players, electronic games or transmitting devices, including radio controlled toys and walkie-talkies, video recorder, video camera and game-boys.
• hearing aids and heart pacemakers and other implanted medical devices may be operated at all times.

 

12. ARRANGEMENT FOR ADDITIONAL SERVICE

12.1 If we make arrangements for you with any third party to provide any services other than carriage by air, or if we issue a ticket or voucher relating to transport or services (other than carriage by air) provided by a third party, in doing so we act only as your agent. The terms and conditions of the third party service provider will apply. For the avoidance of doubt, the provisions of this clause apply to any onward transport arranged to convey you to the airport of intended landing following a diversion of the aircraft to an alternative airport for any reason.

12.2 If we are also providing surface transport to you, other conditions will apply to that transport. Please ask us or our Authorised Agent or the Charterer (if applicable) for a copy of those conditions.

 

13. ADMINISTRATION AND DOCUMENTATION

13.1 You are responsible for obtaining all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which you transit. We shall not be liable for the consequences resulting any failure by you to obtain documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions. It is your responsibility to establish what travel documents and visas may be required for a journey prior to embarking upon it.

13.2 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 of them. We reserve the right to refuse carriage if you have not complied with these requirements, or your travel documents do not appear to be in order.

13.3 If you are denied entry into any country, you will be responsible to pay any fine or charge assessed against us by the Government concerned and for the cost of transporting you from that country. If we are required to pay any fine or penalty or to incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the required documents, you shall reimburse us on demand, any amount so paid or expenditure so incurred.

13.4 If required, you shall attend inspection of your Baggage, by customs or other Government officials. We are not liable to you for any loss or damage suffered by you in the course of such inspection or through your failure to comply with this requirement; and we will not be liable to you for any damage you suffer in the course of any such inspection or because you are not present.

13.5 You shall submit to any security checks by Governments, airport officials, Carriers or by us.

 

14. SUCCESSIVE CARRIERS

14.1 Carriage to be performed by us and other Carriers under one Ticket or under a Conjunction Ticket is regarded as a single operation for the purposes of the Convention. However, your attention is drawn to 15.1.b).

 

15. LIABILITY FOR DAMAGE

15.1 These Conditions of Carriage govern our liability to you and the conditions of carriage of any Carrier involved in your journey govern that Carrier's respective liability to you. When applicable the Convention governs and may limit the liability of air carriers, including us, in respect of Damage and delay. Save where the Convention otherwise provides, our liability to you in respect of Damage and delay is governed by and limited to the provisions of the Montreal Convention 1999, provided that the following conditions shall apply in any event:

• a) We will be liable only for Damage occurring during carriage on flights or flight segments where our Airline Designator Code (“FHE”) appears in the carrier box of the Ticket for that flight or flight segment. If we issue a Ticket for carriage on another carrier, we do so only as agent for the other carrier. Nevertheless, with respect to Checked Baggage, you may make a claim against the first or last carrier.
• b) We are not liable for any Damage arising from our compliance with applicable laws or Government rules and regulations, or from your failure to comply with the same.
• c) We are not liable for any Damage caused by your Baggage. You shall be responsible for any Damage caused by your Baggage to other persons or property, including our property.
• d) We are not responsible for any illness, injury or disability, including death, attributable to your physical condition or for the aggravation of such condition.
• d) The contract of carriage, including these Conditions of Carriage and exclusions or limits of liability, applies to our Authorised Agents, servants, employees and representatives to the same extent as they apply to us. The total amount recoverable from us and from such Authorised Agents, employees, representatives and persons shall not exceed the amount of our own liability, if any.

15.2 In respect of any claim for recoverable compensatory damages arising out of the death, wounding or other bodily injury of a Passenger in an accident taking place on-board an aircraft (or in the course of any of the operations of embarking or disembarking) on a flight for which our name or Airline Designator Code appears in the carrier box of the Ticket; we will

• not invoke the limitation of liability in Article 22(1) of the Convention or any similar limitation existing under applicable law;
• not avail ourselves of any defence under Article 20 of the Convention, or any similar defence existing under applicable law, with respect to that portion of the claim which does not exceed SDR 100,000;
• 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 to such person as may be required to meet immediate economic needs on a basis proportional to the hardship suffered (such amount not to be less than the equivalent of SDR 15,000 per Passenger in the event of death). Any such advance payment shall not constitute recognition of liability and may be offset against any subsequent sums paid by us, but is only returnable if the damage was caused by, or contributed to by, the negligence of the Passenger or of the person who received the payment, or if the person to whom the payment was made was not the person entitled to compensation; provided that we reserve all other defences available to us (whether under the Convention or otherwise) and all rights of recourse against any other person, including (without limitation) rights of contribution and indemnity.

 

16. TIME LIMITATION ON CLAIMS AND ACTIONS

16.1 If you receive your Checked Baggage without complaint, this constitutes sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise. If you wish to file a claim or an action regarding Damage to Checked Baggage, you must notify us as soon as you discover the Damage, and at the latest, within seven (7) Days of receipt of the Baggage. If you wish to file a claim or an action regarding delay of Checked Baggage, you must notify us within twenty-one (21) Days from the date the Baggage has been placed at your disposal. Every such notification must be made in writing.

16.2 Any right to Damages shall be extinguished if an action is not brought within two years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The court of law where the case is heard will determine the method of calculating the period of limitation.

 

17. OTHER CONDITIONS

17.1 Carriage of you and your Baggage is also provided in accordance with certain other regulations and conditions applying to or adopted by us. These regulations and conditions as varied from time to time are important. They concern among other things; the carriage of unaccompanied minors, pregnant women, and sick passengers, restrictions on use of electronic devices and items, and the on board consumption of alcoholic beverages. Regulations and conditions concerning these matters are available from us upon request.

17.2 None of our servants, agents or employees is authorised to amend these Conditions of Carriage.

 

18. INTERPRETATION

The title of each Article of these Terms and of Carriage is for convenience only, and is not to be used for interpretation of the text.

 

19. GOVERNING LAW

These Conditions of Carriage shall be governed by and construed in accordance with the laws of Switzerland.

These Terms and Conditions may, from time to time, be subject to change. In the event of any claim being made, the Terms and Conditions applicable at the time you accepted them when purchasing your ticket(s), shall, unless applicable law provides otherwise, govern that claim.

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Version 2006-04-19 RC (2006-09-19)