Terms and conditions of sale of voyage services

1. General Provisions

City Travel is an authorized travel agency and offers a wide range of travel services worldwide.

When purchasing travel services, the customer enters into a bilateral contract with the service provider, such as a contract with a tour operator organizing travel packages, transportation companies, etc. The terms and conditions of the contract, including those regarding the sale of travel services, use, modification, cancellation and liability, apply to the specific service provider company. City Travel invites customers to carefully read the Contractual Terms and Conditions approved for the service provider and select the appropriate contractual partner according to the customer’s request.

City Travel is an intermediary between the service provider and the customer, informing the customers about the features and quality of the flight in question, in accordance with the travel description distributed by the provider, in a truthful and non-distorted manner. In general, City Travel is a consultant to the client on the purchase and use of travel services.

When booking and/or purchasing tour services, the customer gives his/her consent to the transfer of personal data (both the customer and his/her companions, in whose interests and for whom the customer is booking/purchasing tour services) to the supplier of tour services and other companies for the fulfillment of the contract concluded with the customer.

2. Flight documents, visas, health-related requirements.

Before concluding the contract, make sure that all passengers, including children, have valid required documents (passport, ID card, visa, vaccination certificate) for both the country of visit and transit countries. It is the responsibility of the passenger/tourist to obtain the required travel documents. Keep in mind that there may be different requirements for travel documents and visas for citizens of different countries. The client/passenger should check the requirements for visiting a particular country with the embassies of the visiting and transit countries, the Ministry of Foreign Affairs or the Department of Citizenship and Migration. It is important to keep track of the expiration date of the documents as required. Estonian citizens can obtain information about travel documents and conditions of entry to foreign countries on the official website of the Ministry of Foreign Affairs at http://www.vm.ee. At the client’s request, City Travel will clarify requirements regarding travel documents, visa, immunization and customs regulations, but is not responsible for the continued validity of these requirements.

Having documents that meet the requirements cannot be an absolute guarantee that you can enter a country. It is the exclusive prerogative of each State to decide whether or not to admit a person to its territory, regardless of the fact that the person provides the necessary documents to cross the border.

The service provider and City Travel do not undertake to assume any liability for refunds if the interruption or cancellation of the flight is due to the lack of travel documents or the action of public authorities.
When planning a flight, please ask the client to familiarize themselves with the health requirements of the country of visit and transit countries, especially distant and exotic ones. In some cases, it is necessary to start a course of immunizations in advance to visit a particular country. Information on regions at risk of infection and on recommended and mandatory vaccinations can be found at www.tervisekaitse.ee.

City Travel transfers the documents to the client directly at its City Travel offices. At the client’s request, City Travel is ready to send the documents to the client’s address by courier, postal or electronic delivery. Sending the original documents at the customer’s request by means other than direct delivery is the customer’s responsibility. City Travel assumes no responsibility for the timely delivery and storage of documents given to a courier or postal service.

3. Sale of travel services, conclusion of a contract

The ability to buy tour services, including not only in terms of prices and availability, is constantly changing as it depends on supply and demand. The earlier and sooner the customer makes a purchase decision and sends the necessary information to make a reservation: passenger names, dates of birth, flight plan and flight dates, and information about other desired services, the greater the likelihood of getting seats with the conditions in force at the time of clarification. The longer the period of time between finding out about the conditions of purchasing services and deciding to use them and sending the data, the more likely it is that prices and availability will change.

When submitting the booking, the customer must provide City Travel with the names of the passengers in exact accordance with the travel document. If the passenger’s name on the travel document does not match the name on the ticket or reservation, the service provider reserves the right to charge an additional fee to change the name or to purchase a new ticket.

The customer must provide City Travel with his/her e-mail address when making a booking. We send flight information to the address provided. It is the customer’s responsibility to ensure that the e-mail address is correct and to review messages on a regular basis.

When ordering, the customer is required to provide his cell phone number . City Travel provides the passenger’s phone number to the service provider so that the latter can promptly inform the customer of possible changes.

Explanation of the possibility to purchase the service is considered to be an offer made to the customer to provide all data for the order. Unless otherwise specified in the contract with the customer, the offer sent to the customer on the basis of the order becomes a confirmation from City Travel and is considered to bind the customer to make a prepayment or booking fee, i.e. a mutually binding confirmed order.

By making a prepayment or booking fee, the client finally confirms his/her desire to make a purchase and generally confirms his/her acceptance of the terms and conditions of sale of these tour services from the supplier, based on the valid terms and conditions/contract, as well as acceptance of the purchase of other related services in accordance with the terms and conditions provided to the client for familiarization.

Special requirements related to the customer’s wishes or other circumstances relevant to the performance of the tour services must be provided to City Travel prior to the conclusion of the contract.

In the event that the customer fails to make a timely prepayment or flight payment, City Travel and/or the service provider reserves the right to cancel the confirmed service unilaterally, without prior notification. Unless otherwise stated in the concluded contract, City Travel grants the right to use the service by issuing flight documents after full payment for the confirmed services. If paying by bank transfer, the flight fee must be paid and received at least the day before the day before the flight documents are issued.

Cancellations and changes to a confirmed flight are limited. If you purchase a flight in a cheaper price class, there is usually no possibility to change or cancel; if you purchase a flight in a higher price class with flexible conditions, changes and cancellations are possible, but in most cases at an additional cost. In case the customer has a wish to change or cancel a confirmed flight, please inform City Travel in writing or by e-mail. A change to a confirmed order is accompanied by the customer’s obligation to pay all costs associated with the change.

In case the customer wishes to purchase a service with flexible conditions, which guarantee the possibility of making changes and refunds in case of cancellation of the service, please inform us immediately when placing the order.

4. Documents ensuring the possibility of using tour services.

Most tour service providers have switched to the use of electronic documents e-ticket is a document sent by e-mail that gives the customer the right to use the service according to the terms and conditions specified in the ticket.

When issuing both electronic and any other flight-related document

(hereinafter referred to as the document), the customer is obliged to check the correctness and compliance of the name, dates, route description and other data with the order immediately upon receipt of such document on the same day before the end of the working day. Among other things, it is important to check that the customer’s name matches the name on the travel document. City Travel will promptly correct any errors or deficiencies in the documents. Late remedies, modifications or cancellations are not possible or are only permitted at an additional cost.

City Travel transfers the documents to the client directly at its City Travel offices. At the client’s request, City Travel is ready to send the documents to the client’s address by courier, postal or electronic delivery. Sending the original documents at the customer’s request by means other than direct delivery is the customer’s responsibility. City Travel assumes no responsibility for the timely delivery and storage of documents given to a courier or postal service.

5. Mediation in passenger transportation

When purchasing passenger transportation services (tickets for ships, planes, trains and buses), the customer enters into a contract with the provider of these services (hereinafter referred to as the carrier). According to the contract, the carrier is obliged to carry out transportation of the passenger and his luggage under the conditions specified in the ticket.

When purchasing a passenger transportation service, the customer should be informed of the route, dates, names of passengers, as well as the desire to purchase a ticket with flexible change and refund conditions, or a cheaper ticket that cannot be refunded or changed, and other important circumstances.

The name and number of the rewards card issued to the customer by the carrier must be communicated prior to making the reservation.

Booking a carrier gives the customer the right to be issued a ticket at the time provided. However, the reservation does not constitute a final commitment for the customer and the carrier and does not guarantee the prices and conditions stated in the reservation. The carrier has the right to change or cancel the reservation unilaterally without any obligation on the part of the carrier or City Travel to the customer.

Discounted price tickets must be redeemed in a shorter period of time than full price tickets. The cheaper the ticket, the stricter the time limit for issuing and paying for the ticket. Some carriers do not allow advance reservations, in which case booking, payment and checkout are done at the same time. Reservations not paid in a timely manner will be canceled. If the payment deadline has passed, but the customer still wishes to purchase a ticket, a new reservation must be made according to the availability of seats at the time of payment.

In case the client has made several bookings connected with each other, if one of the active bookings is changed, the corresponding change of other bookings or services should be paid attention to. For example, if you change the dates of your flight, you should also change the dates of your accommodation or additional services (excursions, etc.).

Service on board a ship, airplane, bus, train, etc. depends on the carrier, its standard of service and class of service. Sometimes it is possible to reserve your seat on the plane in advance, and you can also register your meal preferences on board in advance. City Travel sends the customer’s wishes to the carrier, however, the provision of such services free of charge by the carrier is not always guaranteed. Usually, the airline does not charge an additional fee for the provision of these services and does not consider it a mandatory condition for the performance of the contract of carriage. If the appropriate fee is charged, the air carrier is obliged to provide the service paid for.

On ships, the choice of extras is noticeably wider, and paid extras are guaranteed. Free additional services are not guaranteed.

5.1. Required information when purchasing an airline ticket

It is more reliable for a passenger to buy a ticket for one round trip or connecting flight as a single ticket, rather than buying a separate ticket for each flight. If purchasing a single ticket is not possible, it is advisable to plan connections with plenty of time to wait for the next flight. Given the potential for delays and delays, you should plan for connections with approximately 3-4 hours between flights. The airline is responsible for delivering the passenger to his/her destination under a single contract of carriage (ticket). If a flight is canceled or delayed, which is an obstacle to onward travel, the airline concerned has an obligation to transport the passenger to his/her destination on an alternative flight or refund the ticket price. With individual tickets, there is no such obligation. If a flight with separate tickets is delayed or canceled, the airline is not responsible for cancellation or delay on a connecting flight on another carrier.

Regardless of whether a single ticket for a flight or several separate tickets have been purchased, the passenger’s lateness or non-appearance on the flight for reasons beyond his control does not oblige the carrier to fulfill the conditions of the transportation contract, and the payment for the ticket is not refunded. In this case, a new ticket must be purchased to continue the flight or to return from the flight.

5.2. Check-in

In order to fulfill the contract of carriage, the customer must arrive at the airport of departure on time. If the customer does not arrive at the point of departure on time, the carrier has the right to cancel this flight as well as subsequent flights.

The check-in desk of the carrier or its representative is available at the point of departure. The Customer is obliged to check-in for the flight in a timely manner and report to the gate in a timely manner. A customer who is late may not be allowed on the gate to the airplane. Check-in ends depending on airport and carrier regulations, usually about 45-120 minutes before departure. Given the queues at large airports, you should report to the airport about 3 hours before your scheduled departure time. Registration time can be shortened by registering online. Check-in time is shorter for passengers traveling in business and first class.

Flights shown on the ticket are made in order of priority according to the time of departure and route, and only by the passenger whose name appears on the ticket. The air carrier has the right to cancel further flights or the entire reservation if the customer leaves one flight segment unused.
For group flights and flights outside of Europe, air carriers require confirmation of the return flight at least 72 hours prior to departure. Unconfirmed return flights may result in canceled seats. In order to reconfirm the seats for the return flight, the client must contact the nearest representative office of the airline indicated in the ticket or City Travel.

The airline has the right to charge fees at the airport for reserving a desired seat on the airplane, expedited check-in and unscheduled access to the airplane, and for baggage. The cost of these services is determined by the air carrier.

5.3. Luggage

If the passenger has an airline ticket, depending on the rules, he/she has the right to take on board hand luggage and carry certain baggage at no extra charge. The amount of baggage a customer is allowed to take on a flight (free of charge or for a fee) depends on the airline, route and class of service and is shown on the ticket. In addition to checked baggage, passengers may take on board hand baggage with the weight and dimensions permitted by the airline. Baggage must not contain any prohibited items. The airline is liable for checked baggage, but this liability is limited to a certain amount.

City Travel has no ability to influence airlines’ baggage handling practices or to resolve claims that may arise from late, damaged or lost baggage. Possible claims should be made directly to the airline.

Normally, the checked baggage limit for a tourist class passenger is 15-23 kg, business class 30 kg and first class 40 kg. If the itinerary on the ticket includes a North American destination, the baggage limit rule applies. Usually 2 pieces of luggage are allowed in such cases, and the weight of each piece must not exceed 23 kg in tourist class or 32 kg in higher classes of service.

For children and infants, other weight and number of baggage item limits may apply.

In the case of special types of baggage (sports equipment, pets, etc.), special requirements may apply and they may not be included in the permitted baggage limit.

We advise you to pack valuables (money, jewelry, electronics, etc.) in your carry-on baggage. However, please note that transportation of certain items in hand luggage may be restricted or prohibited (cosmetics, liquids, flammable substances, sharp-sharp objects, etc.). Please check with the City Travel office for baggage requirements associated with your specific airline ticket.

When flying with connections, luggage can usually be checked in before the final destination. But this is not always possible – the reasons for this may be technical or related to security requirements or customs regulations. It is advised to plan enough time for the connection to allow time in the transit city to retrieve your luggage.

Once again, please note that the use of checked baggage claim is at the discretion of the passenger and the airline is responsible for baggage handling.

Baggage restrictions in aircraft cabins

Dangerous goods and items subject to restrictions

According to international regulations, a number of restrictions are placed on carry-on items to ensure passenger safety.

Cargo and items that may pose a threat to the health and safety of passengers may be carried only as checked baggage and are prohibited as carry-on baggage. In accordance with the International Air Transport Association’s restrictions on the carriage of dangerous goods, such goods and items carried as checked baggage must be properly packed.

Such shipments and items include, but are not limited to, the list below:

– Real or toy guns

– Weapons and ammunition

– Explosive substances or objects containing explosive substances (e.g. pyrotechnic products or hand grenades)

– Knives of any kind, type, sharpness and size

– Knives for opening envelopes

– Metal cutlery and tools

– Slingshots

– Safety razor blades and dangerous razor blades

– Work tool kits

– Darts

– Scissors

– Nail files

– Hypodermic needles and syringes (without appropriate medical justification)

– Knitting needles

– Corkscrews

– Laser pointers

Dangerous goods are defined as objects or substances that may pose a threat to the health and safety of passengers. The rules for transportation of such cargoes are governed by civil aviation regulations. In general, such shipments are not allowed as either carry-on or checked baggage, although there are some exceptions.
Airport security personnel have the right to refuse to carry other items not included in this list on the airplane. In case you have doubts about certain items, we advise you to contact airport security before your flight.

5.4. Connecting flight, separate tickets

The airline is responsible for passenger’s delivery to the final point of travel within one transportation agreement (ticket), assuming that the minimum time requirement for transfers is met when issuing the ticket. If a passenger misses a flight at the point of transfer due to flight cancellation or delay, the airline concerned is obliged to offer alternative further flight options within the route specified in the ticket or refund the ticket price. At the same time, the airline is not liable if a passenger is late for a connecting flight or other mode of transportation for which he or she has purchased a separate ticket.

When selling tickets with a connection/s, City Travel relies on the booking systems’ data on the minimum allowed time between flights. If flights are indicated on the same ticket, in case of flight delays or cancelations, the airline whose flight deviates from the schedule is responsible for further transportation of the passenger to the final point of travel indicated on the ticket. Further transportation can also take place using other means of transport. It is not subject to specific time limits and the airline is not obliged to compensate for any additional costs incurred (hotel, meals). The airline’s liability does not extend to cases where the flight goes as planned but the passenger is nevertheless late for the connection (e.g. due to queues at the security check). We would like to emphasize that in case of a scheduled flight, it is the passenger’s own responsibility to make sure that he/she is on time for the flight at the point of connection. In order to avoid the risk of being late for your connecting flight(s), we advise you, if possible, to choose your connecting flight(s) so that there is significantly more time between flights than the required minimum time gap.

In case of delayed or canceled flights, the airline is not responsible for connecting flights if separate tickets have been issued for them. In addition, airlines are not required to check a passenger and their baggage further than the destination of a single ticket.

It’s always safer to use one ticket per trip. But sometimes this is not possible, for example, due to the lack of contracts between airlines or the pricing policy of individual companies. Often, using individual airline tickets can provide significant monetary savings compared to making the entire trip as a single ticket.

When using separate tickets for flights within the same trip, we advise you to plan your connections with plenty of time to spare. There should be at least 3-4 hours between flights, and if necessary, you should allow for an overnight stay in a transit city.

Additionally, many of the risks associated with flight delays or cancellations can be mitigated with travel insurance that covers the risks of trip interruption, cancellation and delay. However, insurance may not help either when an airline changes flight schedules in such a way that connecting with a separate ticket becomes impossible, and communicates this schedule change well in advance.

5.5. Departure times, delays, canceled flights

The time indicated on the ticket or flight schedule is subject to change. Depending on weather, technical or other reasons, flights are sometimes delayed or canceled. If the ticket is bought and issued in advance, we advise passengers to check the flight schedule for this route from time to time and necessarily the day before departure. Since air transportation is highly dependent on technical and weather conditions, and passenger safety is always primary, flight delays and cancellations cannot always be ruled out. With this in mind, we advise you to always plan particularly important trips with enough time to ensure that flight disruptions do not interfere with your travel destination.

The airline is obliged, starting from a certain delay time (the exact time depends on the duration of the flight), to take care of early meals (commensurate with the waiting time) and, if necessary, overnight accommodation for the passenger. Starting 5 hours late, if a passenger cancels the flight, they can also get a refund for the ticket. At the same time, passenger care is valid only within the limits of one flight. In the case of connecting flights, the airline is obliged, based on the contract of carriage, to provide the passenger with an alternative possibility to continue the journey to the destination, but is not obliged to reimburse the possible costs of overnight accommodation in the next transit city.

The air carrier has the right to change the time in the flight schedule, as well as to cancel the flight, notifying about it at least 2 weeks before the previously specified time. Due to circumstances that the air carrier cannot influence, schedules may be changed and flights canceled and up to 2 weeks in advance. Reservations with an unissued ticket are then changed or canceled without any liability on the part of the air carrier or City Travel to provide seats on other flights or on a different schedule at the same price offered at the time of booking.

A customer who has an issued ticket for a canceled flight is offered a refund or an alternative route at no additional cost.

5.6. Protection of air passenger rights

When entering or leaving the territory of the European Union, as well as when using domestic flight services in the EU area, the passenger’s rights are regulated by the Regulation of the European Parliament and the Council of the European Union No. 261/2004 on the rights of air passengers. Passenger’s rights are protected primarily in terms of changing the time of departure, incl. if the flight is late or canceled, or if the passenger is denied boarding. Text of the ordinance: http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2004:046:0001:01:ET:HTML

6. Booking accommodation
   If you wish to book accommodation, please inform us about the destination, period, desired category, number of tourists, as well as other information related to accommodation (meals, etc.). If it is not possible to book under these conditions, City Travel offers alternative accommodation according to as similar criteria as possible.

With accommodation, the client enters into a contractual relationship with the company providing the accommodation service. Under the contract, the company has an obligation to provide the customer with a service within the terms and conditions specified in the reservation. The client should comply with the terms and conditions of the accommodation and internal regulations. Relevant terms and conditions and accommodation arrangements can be found on the hotels’ websites. Possible special requirements such as non-smoking room, location on upper or lower floors, etc. City Travel transfers to the hotel company. Fulfilling the desired requirements is not always possible. Therefore, there is no additional charge for fulfillment of these conditions, as no guarantee of fulfillment is provided by the companies.

The customer is required to check in at the hotel when settling in. To do so, you must present your voucher and ID and fill out a form. In most countries the possibility of registration is announced from 14.00. In the U.S., it could be 4 p.m. If the client plans to check in later than 6pm, the hotel or City Travel must be notified. In case of late check-in without notice, the hotel has the right to cancel the reservation and surrender the vacated room.

Rooms must be vacated by 12:00 noon on the day of departure. Some hotels require rooms to be vacated by 10:00 am. Please check with the hotel upon check-in for room availability.

As a rule, individual reservations ( up to 9 persons ) can be changed or canceled up to 24 hours before the day of entry. Free change or cancellation is not possible during large fairs, events, public holidays, and also under the conditions of uniqueness of location or exclusivity of accommodation. The inability to cancel or change without penalty is also regulated for special price offers or campaigns. Cancellations with less than 24 hours notice or other violations of the cancellation terms will be subject to a minimum one night charge or penalty as per the terms of the campaign or special offers. The exact terms of cancellation are approved by the hotel.

Those hotel companies that offer accommodations in apartments or villas require a change in reservation or cancellation without penalty at least 30 days prior to the start date of the accommodation.

For group bookings (typically 15 people or more), changes and cancellations are possible more than 30 days in advance. A reservation change service fee will be charged for reservation changes.

City Travel will inform the customer if the conditions for booking, canceling and modifying the reservation differ from the above-mentioned standard conditions. No additional notice or reminder of the impending deadline will be sent to customers prior to the free change or cancellation deadline. Thus, it is the customer’s responsibility to execute the change or cancel on time.

In the event that the client canceled the reservation directly through the hotel company without informing City Travel and the hotel company invoiced the cancellation service or cancellation penalty, the client is responsible for reimbursing City Travel for these costs. If the customer does not use the accommodation service and does not cancel the order in time, the service fee must be paid, regardless of whether the service was used or not. Also if the service was used partially, without timely canceling the partially unused service, the full amount should be paid.

In case the client has already made a reservation and wishes to extend it, we advise to make changes to the existing reservation rather than canceling it and making a new reservation.

From time to time, hotels and other hospitality facilities undergo renovations. In doing so, they try to minimize disturbance to customers, but this is not always possible. Even if the client is informed of the repair work, the repair time may be changed in cases beyond the control of the travel agency, therefore neither City Travel nor the host accepts any responsibility for extending the repair time beyond that announced in advance. If the hotel is undergoing renovation work, this does not entitle the customer to request a refund, a refund or a price reduction. The customer is obliged to inform City Travel when submitting a booking if the customer considers that the repair work is likely to disturb them to a significant extent. In this case, City Travel can help you find alternative accommodation that is not undergoing planned maintenance work.

Considering possible cancellations just before the accommodation period, hotel reservation departments sometimes make so-called overbookings, i.e.. are double-booking a certain number of rooms. These double bookings can cause situations where a customer has a confirmed reservation and upon arrival it turns out that there is a double reservation and the room booked is not available. In this case, the hotel is obliged to accommodate the client in another hotel, closest in location or in the same area and not less than the same category as the booked hotel. If this situation occurs, the hotel responsible for the situation will provide the customer with free transportation to another hotel and at least a 3-minute free phone call. City Travel is not liable to compensate for any possible damages related to double bookings.

When choosing a room you should take into account the following features: often 3-bed and 4-bed rooms (triple or quad) have one or two extra beds, or two double beds respectively. The 3-bed rooms usually have one 2-bed and 1 extra bed. Most hotels do not have standard 3- or 4-bed rooms with standard-sized single beds for each of the 3 or 4 people. If the client wants an extra bed, there is usually an extra charge for it. In case a customer books a room with one bed, it may happen that a room with two separate beds is provided on site, or vice versa. City Travel informs the hotel at the time of booking of the customer’s wish, but the fulfillment of this wish on the part of the hotel is not guaranteed.

During international or other events and holidays, accommodation prices in the region increase compared to normal. Hotel price lists usually include room rates (with shower or bath, unless otherwise stated) and breakfast (unless otherwise stated ), as well as state or local tax (unless otherwise stated). If there is no discounted price for children, the full price must be paid for the child. Unless there is an additional charge for a child, no extra bed is available for children under a certain age. If the client wishes to accommodate a child in a separate extra bed, a room with a capacity of 3 should be ordered. Usually the children’s breakfast is also paid for.

All possible additional fees such as communication services, tourist fees, drinks and snacks from the mini bar, etc. are payable locally.

Regardless of whether the accommodation service has been paid for in advance, the hotel has the right to request a credit card number or cash deposit from the customer before the accommodation service is provided. In this way the hotel company insures the payment of possible additional services.

A hotel safe is available for storing documents and valuables. Some hotels charge a fee for this service, some are free. The hotel is not responsible for the safety of items left in the room.

7. Sale of travel packages

City Travel offers travel packages together with descriptions, prices and detailed flight conditions approved by the tour operator on the homepage www.citytravel.ееи directly at the offices of the City Travel offices.

When purchasing a tour package, the customer enters into a contract with the tour operator responsible for conducting the flight according to the requirements and flight description included in the contract. City Travel offers flight information distributed by the tour operator with a description of services. Before concluding the contract, the client should carefully read the flight conditions and the text of the contract from the tour operator.

When booking a flight, the customer is required to provide a cell phone number. City Travel provides a cell phone number to the tour operator to enable prompt communication in case of unexpected changes in the flight program.

Provided that the tour operator is unable to fulfill the contract with the customer due to the insolvency of the tour operator, City Travel is responsible for refunding the customer the amount paid until City Travel has paid the invoice for the service to the tour operator or if the customer has a proven right to a refund of the amount paid.

The customer is responsible for timely and accurate arrival at the departure points at the beginning and end of the flight as indicated in the booking confirmation from the tour operator. At the customer’s request, City Travel informs about the various transportation options to the point of departure on the way there and back. The choice about the appropriate mode of transportation is made by the client. Please be sure to take into account possible delays, tardiness, traffic congestion, technical problems and weather conditions when making your selection. In the event that the client fails to arrive at the point of departure due to any act or omission of the client, the tour operator has the right to refuse to fulfill the terms of the contract. In this case, the tour operator is not obliged to pay the customer the cost of the flight.

8. Sale of insurance services

Our insurance partner BALTA and COMPENSA.

When purchasing insurance services, the customer enters into a contract with an insurance company. The travel insurance services offered, along with terms and conditions and prices, are available from the City Travel office. It is advisable to carefully read the terms and conditions of the insurance company’s contract and consult a consultant (especially when traveling to countries that the authorities do not recommend visiting due to insecurity, pregnancy, sports trips, etc.).
In conjunction with the purchase of any flight services, we advise you to take out flight insurance, regardless of whether you have a European Health Insurance card. If you have this card, you will have to pay the costs of your own responsibility (visit fees, days of hospitalization, etc.) depending on the tariffs for medical services in the country of residence. These deductible expenses are not covered by the European Health Insurance Card, nor are the costs of transportation between countries. The card is not valid outside the EU countries.
In case of an insurance contract, these costs are covered by health insurance
In each situation, the tour intermediary cannot be held liable for damages incurred or for additional costs. Therefore, it is flight insurance that will help to provide assistance and prompt reimbursement, for example, in the event of flight interruption or cancellation, lost or delayed baggage, illness and/or accident. It is advisable to take out insurance against obstacles before and during the flight, which in most cases covers additional costs associated with the cancellation or delay of flights by passenger transport companies. If you wish, additional risks such as insurance of damage in case of natural disasters, bankruptcy of the service provider, schedule changes and traffic jams at airports, etc. can be included in the insurance contract for an additional fee. In order to receive a full refund in the event of a sudden total flight cancellation for a valid reason recognized as an insured event, the amount of flight obstacle insurance coverage, especially when purchasing a tour package, must correspond to the cost of the flight or package.
Changing or canceling the insurance policy is possible for an additional fee and, if changed, will result in a shift in the start date of the insurance contract.

9. Mediation of car rental services

Booking a car rental service with the help of the City Travel agency ensures that the rental company will provide the car of a certain group by the specified time and at the specified place. The exact make of the vehicle is not guaranteed.

When ordering car rental services, the customer enters into a contract with the rental company. When entering into an agreement, the client should carefully review the terms of the rental contract, including the terms of the deductible, license requirements, liability for damages, etc. The required minimum driver age is 21 years of age or older, depending on the type of vehicle, the age may be higher. The vehicle may only be driven by the driver registered with the rental company when the contract is signed. An additional fee is required when registering a second driver.

A credit card is required to purchase the rental service. Some countries require 2 credit cards when renting large or high end cars.

Generally, rental reservations can be changed or canceled at least 24 hours in advance by paying the rental company’s approved change/cancellation fee.

10. Responsibility

The company with which the customer has entered into a contract is responsible for the provision of the ordered services. City Travel shall not be liable for the provision of the service by the partner on site and shall not indemnify for any reduction in the quality of the service by the partner, for delayed departure or return of the flight, flight cancellation or interruption, delayed or lost baggage, health impairments, accidents, or any other additional costs due to the act or omission of the service provider.

Flight organizers contractually reserve the right to refuse service to a customer and cancel a reservation or booking when the customer’s behavior is inappropriate or illegal and may cause danger to other customers or their property. In this case, the customer has no right to claim for reimbursement of costs for unused service or for other damages. If the organizer of the service or City Travel incurs losses for inappropriate or illegal actions of the client, the client is obliged to reimburse the corresponding costs.

In case of damage to the organizer’s property caused by the client’s fault, the client is fully responsible for the damage caused.

11. Claims, other conditions

Please inform City Travel immediately if you have any questions prior to the flight. The earlier the customer reports possible problems, the faster and better solution City Travel will be able to offer. If during the flight the customer discovers that the service does not comply with the approved conditions, he/she should immediately notify the local organizer of the service and City Travel. If no decision is made on the spot, a written claim must be submitted as soon as possible, or within seven (7 ) days after the end of the flight, but no later than two (2) weeks after the incident occurred. A written claim should be sent to info@citytravel.еев to the main office of City Travel and attached to the claim with a statement that the flight does not correspond to the description and conditions, as well as a document on additional costs and damages incurred. City Travel provides this statement to the organizer of the service.

On the provision of airline passenger data to official United States services.

City Travel reports that official United States services require data on arriving, departing and crossing passengers and crew members. City Travel informs passengers about the processing of this data by the above-mentioned services .

The requirement to provide data occurs in accordance with legal acts and an international treaty signed by the European Union and the United States. The data is sent to the U.S. Department of Homeland Security, which has committed to using the reservation information to prevent and combat terrorism and other international crimes. These and other data are also used for comparison with a list of individuals suspected of threatening to violate flight safety. Information entered on the reservation is retained for a minimum of three years and six months and may be shared with other official agencies.

For further information, please contact City Travel or the airline operating the flight.

Questions and Answers:

1. What passenger data do airlines provide U.S. government agencies with access to?

Airlines provide U.S. Customs with routing information and reservation data for passengers traveling to/from the U.S. aboard airline aircraft.

This procedure is called ‘PNR access’ (i.e. access to passenger information stored in the reservation system). Airlines provide access to the reservation and departure control system, where all data on passengers who have booked a flight is stored.

2. Why do airlines provide this information? What are the legal grounds for this?

Airlines are subject to U.S. legal requirements of mandatory disclosure of all reservation data. This requirement is contained in the Aviation and Transportation Security Act of November 19, 2001, as well as in the U.S. Customs interim regulations of June 25, 2002. 67, no. 122, Amendment to Customs Regulations 19 CFR Part 122.

The laws of the country of arrival provide for the disclosure of passenger information by airlines. If these requirements are violated, airlines will not be able to operate passenger flights to the United States. Thus, the provision of passenger information is essential for an airline to fulfill its obligations under passenger transportation agreements.

The disclosure of passenger information was approved by the European Commission, which reached an agreement on the issue with U.S. government authorities:
European Commission Decision 2004/535/EC of May 14, 2004 on ensuring adequate protection of passenger personal data stored in reservation systems and transmitted to U.S. Customs and Border Protection authorities (Notice No. C(2004) 1914), Official Journal no. L235, 06/07/2004, P. 0011 – 0022.

Additional information on this issue, as well as regulatory documents, can be found at: http://europa.eu.int/comm/justice_home/fsj/privacy/docs/wpdocs/2004/wp97_de.pdf

3. What exactly is the information stored in the reservation system databases and accessed by U.S. Customs?

The reservation system stores all information related to air transportation, such as:

– passenger name

– Travel itinerary, including details of the flight and, where possible, connecting flights and airlines operating them.

– information about the place of booking (travel agency, etc.)

– ticket no.

– payment method and, if necessary, credit card number

The system may also store information about hotel room reservations, car rentals, services requested on board an airplane or at the airport (e.g., medical services or ordering a special menu on board). Please note that you can influence to a certain extent what information will be entered into the booking system. When deciding whether or not to use any of the services, and when choosing a method of payment, remember that this information will be entered into the reservation.

4. Do the disclosure requirements apply only to passengers who have booked a flight to the United States, or is the airline required to provide access to information about all of its passengers?

The disclosure requirements only apply to flights that land in the United States.

5. Is passenger information for flights that are connecting flights to the U.S. subject to disclosure?

Yes, if the itinerary includes a connecting flight to a U.S. flight, the passenger data for that flight is also included in the reservation and therefore subject to disclosure.

6. Is information about frequent flyer program participants subject to disclosure?

No, this information is not subject to disclosure requirements.

7. Why don’t airlines refuse to comply with reservation system disclosure requirements?

In the event of non-compliance with disclosure requirements, U.S. Customs has the authority to impose various sanctions up to and including revocation of landing authorization.

8. What are the consequences of a passenger’s refusal to grant the right to disclose his/her personal data?

Even if a passenger objects to the disclosure of his/her personal data, such objection cannot be taken into account as it is contrary to the requirements of US law.

9. Which airlines are required to provide U.S. government agencies with access to reservation system information?

U.S. law imposes such disclosure obligations on all airlines operating flights to, from, and within the United States. Once the legislation is enacted, the U.S. Customs Service monitors all airlines for compliance with this requirement.

10. Does the airline transfer data stored in the reservation system to government authorities in countries other than the United States?

Currently, in addition to U.S. government agencies, the airline transmits reservation data to Canadian government agencies. However, less information is provided for passengers traveling to Canada. Since the level of data protection in Canada is comparable to European requirements, the information transmitted is automatically subject to data protection legislation.

For more information on this issue, please visit: http://www.datenschutz-berlin.de/doc/eu/gruppe29/wp103/wp103_de.pdf

11. Airlines also hand over passengers’ passport data to customs authorities. How does it happen?

The transfer of passengers’ passport data should be distinguished from granting access to information contained in the reservation system. Passport data of passengers are transmitted immediately after departure of the respective flight via the Advanced Passenger Information System (APIS), this procedure is mandatory for flights departing to a number of countries. The airline is now sharing the data with APIS, government agencies in the U.S., Canada and several other countries. Passport data is recorded prior to the flight and transmitted electronically to the customs and immigration authorities of the country concerned. This data includes the following information (full name, date of birth, nationality, passport number, gender).