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alternatively visit the airline website and remember to check-in at the airline specific check-in counter.
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While every effort is made to ensure that all information on the site is updated and correct, Comair Limited shall not be liable for any loss, breach, damage (whether direct, consequential, general or special) or expense of any nature whatsoever which may be caused, directly or indirectly through the use of, supply or reliance upon any information or service provided by or to the airline through this website.
Exclusion of Liability, Suppliers' Terms and Risk
kulula.com is a division of Comair Limited, Registration Number 1967/006783/06.
kulula.com acts as an agent in selling air tickets on behalf of British Airways PLC for international flights as featured on this website. kulula.com does not have direct control over the provision of services by British Airways PLC and shall not be liable for any loss, damage, injury, additional cost, accident, delay or irregularity that may be occasioned by any error or default, act or omission of British Airways in carrying out the arrangements of travel.
kulula.com accepts no liability for changes, omissions or delays before or during the course of any published travel arrangement occasioned by technical difficulties, weather conditions, strikes, war or unrest, communication breakdowns or events beyond control of the company. All expenses occasioned by such events, including but not limited to unscheduled extension of curtailment of changes to scheduled flights, additional air fares etc. will be for the customer's account.
All bookings for flights on British Airways PLC are subject to the British Airways Plc General Conditions of Carriage which the customer contracts with in terms of the booking.
kulula.com will not be responsible for any charges that appear on a customer's credit card, nor accept responsibility for having any of these charges reversed or corrected.
General conditions of carriage
The general conditions of carriage applicable to flight(s) booked on ba.com or kulula.com will depend upon the operator of your flight(s).
British Airways PLC
For flights operated by British Airways Plc the British Airways general conditions of carriage will apply.
For flights operated by one of British Airways' codeshare partners the British Airways general conditions of carriage will apply.
- Find out about codeshare partners (Airline Alliances)
- British Airways Plc general conditions of carriage
For flights operated by one of British Airways' franchisees, the franchisee's Conditions of Carriage will apply. These are almost identical to British Airways' and you can find details of these either on their website or by contacting the airline direct.
- Comair Ltd
- Loganair Ltd
- Sun-Air of Scandinavia
- Find out more about British Airways' Franchises
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When you buy a ticket to travel on a flight British Airways operates, you enter into a contract of carriage with them. The contract is governed by:
- the conditions in your ticket or itinerary and receipt
- any tariffs which apply
- Conditions of carriage
- British Airways' regulations
©British Airways Plc 2001, 2002 and 2005.
1. What particular expressions mean in these conditions:
1.1 "British Airways"
British Airways Plc, BA CityFlyer.
1.2 "You, your"
any person holding a ticket who is to be carried or is carried on an aircraft, except members of the crew, or, in relation to ticket refunds, the person who paid for the ticket. (See also the definition for passenger.)
1.3 "Agreed stopping places"
the places, except the place of departure and the place of destination, set out in your ticket or shown in British Airways' timetables as scheduled stopping places on your route.
1.4 "Airline designator code"
the two or three letters or the letter and number which identify particular carriers.
1.5 "Authorised Agent"
a passenger sales agent who British Airways have appointed to represent them in selling air transportation on British Airways' services.
your personal property accompanying you on your flight. Unless British Airways say otherwise, this consists of your checked and unchecked baggage.
1.7 "Baggage check"
the parts of your ticket which relate to carrying your checked baggage.
1.8 "Baggage identification tag"
a document British Airways give you to identify each piece of your checked baggage.
an air carrier.
1.10 "Checked baggage"
baggage which British Airways have taken into British Airways' custody and for which British Airways have issued a baggage identification tag or a baggage check or both. (Checked baggage travels in the hold of the aircraft.)
1.11 "Check-in deadline"
the time limit British Airways have set by which you must have completed check-in and received your boarding pass.
1.12 "Conditions of Carriage"
these conditions of carriage or another carrier's conditions of carriage as the case may be.
1.13 "Conjunction ticket"
a ticket British Airways have issued to you in conjunction with another ticket which together make up a single contract of carriage.
1.14 "Connecting flight"
a subsequent flight providing onward travel on the same ticket or on a conjunction ticket.
a man or a woman who has bought a ticket under a contract governed by the law of a member state of the European Union and plans to use it for travel outside his or her trade, business or profession.
whichever of the following apply:
- The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (referred to below as the Warsaw Convention).
- The Warsaw Convention as amended at The Hague on 28 September 1955.
- The Warsaw Convention as amended by Additional Protocol No. 1 of Montreal (1975).
- The Warsaw Convention as amended at The Hague and by Additional Protocol No. 2 of Montreal (1975).
- The Warsaw Convention as amended at The Hague and by Additional Protocol No. 4 of Montreal (1975)
- The Guadalajara Supplementary Convention (1961).
- The Convention for the Unification of Certain rules for International Carriage by Air, signed at Montreal, 28 May 1999 (referred to below as the Montreal Convention).
a paper flight coupon or an electronic coupon, each of which entitles the passenger named on it to travel on the particular flight identified on it.
includes death of, wounding of, or bodily injury to a passenger. It also includes loss, partial loss, theft of, or other damage to baggage arising out of, or in connection with, either carriage on flights British Airways operate or other services British Airways provide.
all seven days of the week. For the purpose of sending notices, British Airways will not count the day on which notice is sent. For the purposes of deciding whether a ticket is valid, British Airways will not count the day on which the ticket was issued, or the first flight began.
1.20 "Electronic coupon"
an electronic flight coupon for an electronic ticket held in British Airways' computer database.
1.21 "Electronic ticket"
an itinerary and receipt, electronic coupons and any boarding document British Airways have issued to you.
1.22 "Events beyond your control"
unusual and unforseeable circumstances which you cannot control and the consequences of which you could not have avoided even if you had taken all due care.
1.23 "Flight coupon"
the part of your ticket which has the words 'Good for Passage' printed on it. In the case of an electronic ticket, it means the electronic coupon. The flight coupon shows the places of departure and destination between which you are entitled to be carried.
1.24 "Involuntary fare refund"
a refund, under clause 10b, of the fare for your ticket.
1.25 "Itinerary and receipt"
a document or documents British Airways or British Airways' authorised agents issue on paper, by fax, by E-mail, or deliver electronically to passengers travelling with electronic tickets. It contains the passenger's name, flight information and a receipt.
any person holding a ticket who is carried, or is to be carried, on an aircraft, except members of the operating crew. (See also the definition for you, your.)
1.27 "Passenger coupon"
the part of your ticket which is marked as such.
a Special Drawing Right as defined by the International Monetary Fund.
a scheduled stop on your journey at a point between the place of departure and the place of destination.
the published fares, charges and related conditions of carriage of an airline which have been filed, where required, with the appropriate authorities.
either a document called 'Passenger ticket and baggage check' or an electronic ticket, which British Airways or British Airways' authorised agents have issued to you.
1.32 "Transit passenger"
a passenger arriving at an airport for onward travel to another country:
- on the same flight from that airport;
- on a connecting flight from that airport; or
- on a connecting flight from another airport; or
- on an onward flight from that Airport.
1.33 "Unchecked baggage"
your baggage other than your checked baggage. (You take your unchecked baggage with you on to the aircraft.)
1.34 "Validity period"
the period for which your ticket is valid for travel.
1.35 "Voluntary fare refund"
a refund, under clause 10c, of the fare for your ticket.
2. When these conditions apply
Except where clause 2c says otherwise, these conditions of carriage will apply to all flights British Airways operate under the BA airline designator code and to any case where British Airways have a legal liability to you in relation to your flight.
2.b) Code shares and franchises
On some services British Airways has arrangements with other airlines known as code shares. This means that, even if you have a reservation with them and hold a ticket showing the BA airline designator code for the flight, another airline may operate the aircraft. On some services British Airways has arrangements with other airlines called franchisees who will operate the aircraft on which you will travel using British Airways' name, British Airways' livery and the BA airline designator code.
If either a code share or a franchise applies to your flight, British Airways or British Airways' authorised agents will let you know if British Airways or another airline will be operating the flight at the time you make a reservation.
2.c) Differences between these conditions of carriage and tariffs and laws
If these conditions of carriage are inconsistent with any tariffs or laws which apply to your contract of carriage with British Airways, the tariffs or laws will apply.
2.d) Differences between these conditions of carriage and British Airways' regulations
If these conditions of carriage are inconsistent with British Airways' regulations, these conditions of carriage will apply.
2.e) Validity of these conditions of carriage
If one of these conditions of carriage is invalid, the other conditions will remain valid.
3.a.1) British Airways will only carry you if you are the passenger named in the ticket. British Airways may ask you to prove that this is the case.
3.a.2) You cannot transfer your ticket. However, please read clauses 3e and 3f.
3.a.3) British Airways sell some tickets at discounted fares which may be partly or completely non-refundable. You should choose the fare which best suits your needs and consider taking out insurance to cover instances where you might have to cancel your ticket.
3.a.4) Your ticket is British Airways' property at all times if it was issued by British Airways or British Airways' authorised agents. If your ticket was issued by or on behalf of another airline, it is the property of the airline which issued it.
3.a.5) Except where you have an electronic ticket, you will not be entitled to be carried on a flight unless you have presented a valid ticket to British Airways containing:
- the flight coupon for that flight;
- all other unused flight coupons, and
- the passenger coupon.
You will not be entitled to be carried on a flight if the ticket you have presented is spoiled, torn or damaged or if it has been altered or tampered with unless British Airways or British Airways' authorised agents have made the alteration.
If you are travelling on an electronic ticket, you will not be entitled to be carried on a flight unless the electronic ticket was issued in your name and you can prove to British Airways that you are the person named on it.
3.a.6) A ticket is a valuable document and you must make sure it is not lost or stolen.
3.b) Ticket validity period
3.b.1) Unless it says differently on the ticket, in these conditions of carriage, or in any tariffs which apply, a ticket is valid for travel for:
- one year from the date it is issued or
- one year from the date you first travelled using the ticket, as long as your first flight took place within a year of the ticket being issued.
3.b.2) If you are prevented from travelling within the validity period of a ticket because British Airways could not confirm your reservation at the time you asked for it, British Airways will:
- extend the validity period of the ticket or
- give you a voluntary fare refund.
3.b.3) If, after beginning your journey:
- you become ill;
- your illness prevents you from travelling on your next flight within the validity period of your ticket; and
- you want British Airways to extend the validity period so that you can continue your journey; you must give British Airways a medical certificate. The certificate must:
- state the facts relating to your illness and
- confirm the date you will be fit to travel again ('the recovery date').
When British Airways receive the certificate, British Airways may decide to extend the validity period until either:
- the recovery date, as long as there is a seat available on the relevant flight in the class of service for which you have paid the fare or
- if not, the first date after the recovery date when a seat will be available.
If the flight coupons left on your ticket involve one or more stopovers, British Airways may decide to extend the validity period up to a maximum of three months from the recovery date. If other members of your immediate family were travelling with you when you fell ill, British Airways will extend the validity period of their tickets for a similar period.
- a passenger dies during their journey and
- other passengers are travelling in the same party as the dead passenger
British Airways may decide to do either, or both, of the following:
- British Airways will not enforce any minimum stay conditions which apply to the tickets of members of the party.
- British Airways will extend the validity period of their tickets.
- you have begun your journey
- a member of your immediate family dies and
- you have supplied us with a copy of the death certificate,
British Airways may decide to change your tickets and those of your immediate family travelling with you by doing either, or both, of the following:
- British Airways will not enforce any minimum stay condition relating to the tickets
- British Airways will extend the validity period of the tickets.
British Airways will not extend the validity period of the tickets for more than 45 days after the date of death.
3.c) Using flight coupons in the right sequence and changes in itinerary
3.c.1) Your ticket is valid only for the transportation shown on it from the place of departure through any agreed stopping places to the final place of destination. The fare you have paid is based on British Airways' tariff for the transportation shown on your ticket. British Airways will not honour your ticket and it will no longer be valid if you do not use all the coupons in the sequence provided in the ticket.
3.c.2) If you want to change all or part of your transportation, you must contact British Airways beforehand. British Airways will work out the revised fare for your changed transportation. You will have the option of either accepting the revised fare or maintaining your original transportation.
3.c.3) If you need to change any aspect of your transportation because of events beyond your control, you must contact British Airways as soon as possible. British Airways will use reasonable efforts to transport you to your next stopover or final destination, without re-calculating the fare.
3.c.4) If you change your transportation without British Airways' agreement, your unused flight coupons will not be valid for travel and will have no value and British Airways will not carry you until:
- British Airways or British Airways' authorised agents have re-calculated the revised fare for your actual transportation and
- you have paid the difference (if any) between the fare you have already paid and the revised fare which applies to your changed transportation.
If the revised fare is lower than the fare you have already paid, British Airways or British Airways' authorised agents will refund you the difference.
3.c.5) While some changes to your transportation will not result in a change of fare, others, such as changing the place of departure (for example, because you have not used the first flight coupon in your ticket or you have reversed the direction of your travel) may result in a fare increase. Many fares are valid only for travel on the dates and for the flights shown on the ticket. You may not be able to change these at all or only if you pay us an extra fee to do so.
3.c.6) British Airways will accept each flight coupon in your ticket for transportation in the class of service on the date and flight for which you have a reservation unless you fail to meet the check-in and boarding requirements in clause 6 or British Airways have to deny you boarding because of overbooking or British Airways exercise British Airways' right to refuse to carry you under clause 5d3 or 7.
3.c.7) If British Airways issue a ticket without a reservation being specified on it, you may make a reservation later but whether you will be able to do so will depend on British Airways' tariff and whether a seat is available on your chosen flight.
3.c.8) If you cancel a booking before the check-in deadline for your flight, British Airways will not cancel your return or onward reservations.
3.c.9) If you fail to cancel a booking before the check-in deadline for your flight and do not show up for the flight, British Airways may decide to cancel your return or onward reservations.
3.d) Replacement Tickets
If you ask, British Airways will replace your ticket with a new ticket if:
- you have lost your ticket or part of it
- your ticket is spoiled, torn, damaged or has been altered or tampered with
- you do not have your ticket with you and so cannot present it to us or
- one or more unused flight coupons or the passenger coupon (or both) are missing from your ticket.
British Airways will only do this if:
- British Airways or British Airways' authorised agents issued the original ticket
- you sign an agreement to repay us any costs and losses, up to the value of the original ticket, which British Airways or another airline would suffer as a result of the ticket being misused and
- you prove that you had a valid ticket.
British Airways will not claim from you any losses which result from British Airways' own negligence. British Airways may charge a reasonable administration fee for issuing a new ticket, unless the loss or damage was caused by British Airways or British Airways' authorised agents.
- you cannot prove that you had a valid ticket or
- you do not sign an agreement.
British Airways may ask you to pay up to the full ticket price for a replacement ticket. British Airways will give you a refund if and when British Airways is satisfied that the original ticket has not been used before its validity period ran out. If you find the original ticket before its validity period runs out and give it to us, British Airways will give you a refund at that time.
If British Airways or British Airways' authorised agents did not issue your ticket, you must apply for a refund from the airline which issued it.
3.e) Your rights if you are prevented from travelling by events beyond your control
- you are a consumer.
- you have been prevented from travelling by events beyond your control and
- all or part of the fare for your ticket is non-refundable.
British Airways will give you a credit for the non-refundable part of the fare. British Airways will do this if you:
- have a completely unused ticket
- have told us promptly about the events beyond your control and
- have given us evidence of these events.
The credit can be used for future travel on British Airways by you or any person you choose. British Airways may take a reasonable fee from the credit to cover British Airways' administration costs.
3.f) Your right to transfer your booking to another passenger where the Package Travel, Package Holidays and Package Tour Regulations apply.
British Airways or British Airways' authorised agents will, if you ask, issue a new ticket to somebody else to replace your ticket if:
- your ticket has been issued as part of a package to which The Package Travel, Package Holidays and Package Tour Regulations 1992 SI 1992/3288 as amended (the Regulations) apply
- you want to transfer your booking under regulation 10 of the Regulations
- you prove to British Airways or British Airways' authorised agents that you have satisfied the requirements of regulation 10 and are entitled to transfer the booking
- you give British Airways or British Airways' authorised agents reasonable notice of your intention to transfer the booking before your date of departure
- you give British Airways or British Airways' authorised agents the full name, address and contact number of the person to whom you want the new ticket to be issued
- you deliver your ticket to British Airways or British Airways' authorised agents and
- you pay British Airways or British Airways' authorised agents a reasonable administration fee for issuing the new ticket.
3.g) British Airways' name and address on tickets
British Airways' name may be abbreviated to the BA airline designator code on the ticket. British Airways' address is Waterside, PO Box 365, Harmondsworth UB7 OGB, United Kingdom. Please also see British Airways' British website www.ba.com for more details of how to contact us.
4. Fares, surcharges, taxes, fees and charges and currency
4.a) Fares and surcharges
4.a.1) Your fare covers transporting you from the airport at the place of departure to the airport at the place of destination, unless British Airways say otherwise.
4.a.2) Your fare does not include ground transport between one airport and another or between an airport and the town terminal.
4.a.3) British Airways or British Airways' authorised agents will work out the fare for your ticket which applies under British Airways' tariff on the date you pay for it. The fare will be for travel on the specific dates and itinerary shown on your ticket
4.a.4) If you want to change either your itinerary or your dates of travel, this may increase the fare.
4.a.5) British Airways may charge any surcharge to the fare for your ticket which applies under British Airways' tariff on the date you pay for your ticket, for example a fuel or insurance surcharge.
4.b) Taxes, fees and charges
4.b.1) You must pay any taxes, fees and charges imposed on British Airways or on you by governments or other authorities, or by operators of airports.
4.b.2)When you buy your ticket, British Airways will tell you about any taxes, fees and charges not included in the fare and they will normally be shown separately on the ticket.
4.b.3) Taxes, fees and charges change constantly and can be imposed or altered after the date British Airways have issued your ticket. If they change or if a new tax, fee or charge is imposed after British Airways have issued your ticket, you will have to pay us any increase. Similarly, if any taxes, fees or charges you pay to them when British Airways issue the ticket are then abolished or reduced, you will be entitled to claim a refund from them.
4.b.4) If you do not use your ticket, you will be entitled to claim a refund of any taxes, fees and charges which you paid, less a reasonable service charge.
You must pay the fare and any taxes, fees, charges and surcharges in the currency of the country in which the ticket is issued, unless British Airways or British Airways' authorised agents say you must use another currency at or before the time you pay. British Airways may decide to accept payment in another currency.
5.a.1) British Airways will record your reservation in British Airways' computer system. If you ask, British Airways or British Airways' authorised agents will give you written confirmation of your reservation.
5.a.2) Some fares have conditions attached to them which limit or exclude your right to change or cancel reservations.
5.a.3) British Airways or British Airways' authorised agents may charge additional carrier or agency fees for issuing or changing your ticket or providing other reservation services.
5.b) Time limits for payment of the fare
If you have not paid for your ticket by the deadline British Airways or British Airways' authorised agents have set, British Airways may decide to cancel your reservation.
5.c) Personal Information
5.c.1) British Airways may use the personal information that you provide and British Airways collect, including information about how your purchase history and how you use British Airways' services and facilities ('your personal information'), for the purposes of:
- making a reservation and issuing a ticket
- providing you with your transportation and any related services and facilities
- accounting, billing and auditing
- verifying and screening credit or other payment cards
- immigration and customs control
- safety, security, health, administrative and legal purposes
- statistical analysis
- marketing analysis
- operating frequent flyer programmes
- systems testing, maintenance and development
- customer relations
- helping British Airways in any future dealings with you and
- direct marketing and market research (which British Airways will only do at your request or with your consent or if British Airways gives you the opportunity to opt out).
5.c.2) For these purposes British Airways may release your personal information to:
- British Airways' subsidiary companies
- carriers and other companies involved in providing your transportation or related services and facilities
- British Airways' Oneworld (tm) partner airlines and franchisees
- data processors
- British Airways' agents
- government and enforcement agencies and
- credit and other payment card companies and screening companies.
This may involve sending your personal information outside the European Economic Area.
5.d) Passengers requiring advance arrangements
5.d.1) For passengers with a disability refer to clause 18.
5.d.2) If you are not a passenger with a disability but you ask British Airways or British Airways' authorised agents at the time of booking to provide any special assistance, British Airways will make reasonable efforts to meet your request.
5.d.3) British Airways may decide not to carry:
- unaccompanied children
- pregnant women or
- passengers who are ill.
if arrangements to carry them have not been made before check in.
5.e.1) British Airways will try to honour advance seating requests.
5.e.2) British Airways cannot guarantee that you will be able to sit in any particular seat.
5.e.3) British Airways can change your seat at any time, even after you have boarded the aircraft, as British Airways may need to do this for operational, safety or security reasons.
5.f) Reconfirming reservations
5.f.1) You may have to reconfirm onward or return reservations within certain time limits. British Airways will tell you if you need to reconfirm and how and where you should do this.
5.f.2) If you fail to reconfirm, British Airways may decide to cancel your onward or return reservations.
5.f.3) If you fail to reconfirm but let British Airways know that you still want to travel and there is space on the flight, British Airways will reinstate your reservations and carry you. If there is no space on the flight, British Airways will use reasonable efforts to carry you to your next or final destination on a later flight.
5.f.4) You should check the reconfirmation requirements of any other carriers involved in your journey and where necessary, reconfirm with the carrier whose airline designator code appears on the ticket for the flight in question.
6. Check-in and boarding
6.a) Check-in deadlines
Check-in deadlines vary and your journey will be smoother if you allow plenty of time to check in. Please find out the check-in deadlines for your flights before you travel and keep to them. British Airways may also tell you a time by which you must present yourself for check-in.
6.b) The check-in deadline for your first flight
British Airways or British Airways' authorised agents will tell you the check-in deadline for your first flight with them. Check-in deadlines for all British Airways' flights are set out in British Airways' website www.ba.com and you can also ask British Airways or British Airways' authorised agents for details at any time.
6.c) You must check in by the check-in deadline
If you do not complete the check-in process by the check-in deadline, British Airways may decide to cancel your reservation and not carry you. By completing the check-in process British Airways mean that you have received your boarding pass for your flight.
6.d) You must arrive at the boarding gate on time
You must be present at the boarding gate not later than the time British Airways gives you when you check in. British Airways may decide not to carry you if you fail to arrive at the boarding gate on time.
6.e) British Airways is not liable if you fail to meet deadlines
British Airways will not be liable to you for any loss or expense you suffer if you fail to meet check-in deadlines, fail to present yourself for check-in on time (if British Airways tells you a time) or fail to be at the boarding gate on time.
7. British airways' right to refuse to carry you or to ban you from travel
7.a) British Airways' right to refuse to carry you
British Airways may decide to refuse to carry you or your baggage if one or more of the following has happened or British Airways reasonably believes may happen:
7.a.1) If carrying you or your baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger.
7.a.2) If carrying you or your baggage may affect the comfort of any person in the aircraft.
7.a.3) If you are drunk or under the influence of drink or drugs.
7.a.4) If you are, or British Airways reasonably believes you are, in unlawful possession of drugs
7.a.5) If your mental or physical state or health is a danger or risk to you, the aircraft or any person in it.
7.a.6) If you have refused to allow a security check to be carried out on you or your baggage.
7.a.7) If you have not obeyed the instructions of British Airways' ground staff or a member of the crew of the aircraft relating to safety or security.
7.a.8) If you have used threatening, abusive or insulting words towards British Airways' ground staff or another passenger or a member of the crew of the aircraft.
7.a.9) If you have behaved in a threatening, abusive, insulting or disorderly way towards a member of British Airways' ground staff or a member of the crew of the aircraft.
7.a.10) If you have deliberately interfered with a member of the crew of the aircraft carrying out their duties.
7.a.11) If you have put the safety of either the aircraft or any person in it in danger.
7.a.12) If you have made a hoax bomb or other security threat.
7.a.13) If you have committed a criminal offence during the check-in or boarding processes or on board the aircraft.
7.a.14) If you have not, or do not appear to have, valid travel documents.
7.a.15) If you try to enter a country for which your travel documents are not valid.
7.a.16) If the immigration authority for the country you are travelling to, or for a country in which you have a stopover, has told British Airways (either orally or in writing) that it has decided not to allow you to enter that country, even if you have, or appear to have, valid travel documents.
7.a.17) If you destroy your travel documents during the flight.
7.a.18) If you have refused to allow British Airways to photocopy your travel documents.
7.a.19) If you have refused to give your travel documents to a member of the crew of the aircraft, when British Airways have asked you to do so.
7.a.20) If you ask the relevant government authorities for permission to enter a country in which you have landed as a transit passenger.
7.a.21) If carrying you would break government laws, regulations, or orders.
7.a.22) If you have refused or failed to give British Airways information which a government authority has asked British Airways to provide about you, including passenger information requested in advance of your flight.
7.a.23) If you have not presented a valid ticket.
7.a.24) If you have not paid the fare (or any applicable surcharges, taxes, fees or charges) for your journey.
7.a.25) If you have presented a ticket acquired illegally.
7.a.26) If you have presented a ticket which you did not buy from British Airways or British Airways' authorised agents.
7.a.27) If you have presented a ticket which was not issued by British Airways or British Airways' authorised agents.
7.a.28) If you have presented a ticket which has been reported as being lost or stolen.
7.a.29) If you have presented a counterfeit ticket.
7.a.30) If you have presented a ticket with an alteration made neither by British Airways nor British Airways' authorised agents.
7.a.31) If you have presented a spoiled, torn or damaged ticket or a ticket which has been tampered with.
7.a.32) If you cannot prove you are the person named in the ticket.
7.a.33) If you have changed your transportation without British Airways' agreement as set out in clause 3c.
7.a.34) If you have failed to present your ticket or your boarding pass or your travel documents to British Airways when reasonably asked to do so.
7.a.35) If you have failed to complete the check-in process by the check-in deadline.
7.a.36) If you have failed to arrive at the boarding gate on time.
7.a.37) If you have refused or failed to undergo health screening or a health examination requested by British Airways or by a government or enforcement agency.
7.a.38) If you have behaved in a way mentioned above on or in connection with a previous flight and British Airways believes you may repeat this behaviour.
7.b) Our right to refuse to carry you when we have banned you from our route network
British Airways' right to refuse to carry you when British Airways have banned you from British Airways' route network.
7.b.1) British Airways will be entitled to refuse to carry you or your baggage if British Airways has given you a banning notice and you have bought your ticket while the ban applies.
7.b.2) By a banning notice British Airways means a written notice British Airways has given to you informing you that you are banned from being carried on British Airways' route network. (This means you are banned from travelling on all flights British Airways operates.) This notice will give the date when the ban comes into force and the period for which it applies. A banning notice will also ask you not to buy a ticket or ask or allow anyone to do so for you.
7.b.3) If you try to travel while a banning notice is in force, British Airways will refuse to carry you and you will be entitled to an involuntary fare refund.
8.a) Your free baggage allowance
British Airways will carry some of your baggage free of charge. Your free baggage allowance will be shown on your ticket, or in the case of an electronic ticket, on your itinerary and receipt and will depend on British Airways' baggage regulations applying at the time of your flight. If you are in doubt, please ask British Airways or British Airways' authorised agents for details of your free baggage allowance and British Airways' baggage regulations.
8.b) Excess baggage
You will have to pay a charge for the carriage of baggage over your free baggage allowance. Please ask British Airways or British Airways' authorised agents for details of British Airways' excess baggage rates.
8.c) Items you must not carry in baggage
You must not carry the following in your baggage (whether as checked baggage or unchecked baggage):
- Items you are forbidden from carrying by law.
- Items you are forbidden from carrying by British Airways' regulations.
- Items likely to put the aircraft or people or property on board the aircraft in danger. These include the items shown in the 'International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air' and the 'International Air Transport Association (IATA) Dangerous Goods Regulations'.
- Items which British Airways reasonably consider unsuitable for carriage because they are dangerous, unsafe, too heavy, too big, fragile or perishable or because of their shape or character. In deciding if items are unsuitable for carriage, British Airways will take account of the type of aircraft being used.
If British Airways discover that you are carrying forbidden items, British Airways will refuse to carry them. Please ask British Airways or British Airways' authorised agents for information about forbidden items if you need it.
8.d.1) On some of British Airways' services British Airways do not carry firearms and ammunition. On services where British Airways do carry firearms and ammunition British Airways may charge a handling fee for accepting firearms and ammunition or British Airways may exclude firearms and ammunition from your free baggage allowance in which case you will have to pay an excess baggage charge.
8.d.2) If you want British Airways to carry firearms and ammunition, other than sporting guns or ammunition, you must get British Airways' permission before you check in. If you do not, British Airways may decide not to carry them.
8.d.3) If you are travelling on a service where British Airways carry firearms and you want them to carry sporting guns or ammunition, you must let them know before you check in. If you do not, British Airways may decide not to carry them.
8.d.4) All firearms and ammunition must be carried as checked baggage and British Airways will not allow you to take them into the aircraft cabin. All firearms and ammunition must be carried as checked baggage and British Airways will not allow you to take them into the aircraft cabin.
8.d.5) All firearms carried as checked baggage must be unloaded, have the safety catch on and be suitably packed.
8.d.6) Carrying firearms and ammunition is covered by the ICAO Technical Instruction and IATA Regulations referred to above.
8.d.7) You must make sure that you have all the documents you need for firearms and ammunition. If you do not, British Airways may decide not to carry them.
8.e) Dangerous items you must not take with you on to the plane
8.e.1) You must not take any item into the aircraft cabin if British Airways tell you that British Airways reasonably believe that its presence there would affect the safety and security of the aircraft or any person in it. You must not take any item into the aircraft cabin which you are forbidden from taking into the aircraft cabin by law.
8.e.2) You must not take antique, toy or replica guns or weapons into the aircraft cabin.
8.e.3) You must not take swords, knives, archery bows, arrows or similar weapons into the aircraft cabin.
8.e.4) British Airways may either tell you to check in items referred to in clauses 8e1, 8e2 and 8e3 as checked baggage or refuse to carry them altogether.
8.f) Fragile or perishable items must not be packed in baggage checked into the hold
You must not include in your checked baggage fragile or perishable items or items of special value such as:
- precious metals
- personal electronic devices
- share certificates, bonds and other valuable documents
- business documents or
- passports and other identification documents.
8.g) British Airways' right to refuse to carry checked baggage not properly and securely packed
British Airways will refuse to carry checked baggage if British Airways reasonably believe that it is not properly and securely packed in suitable containers.
8.h) British Airways' right to search, screen and x-ray you and your baggage
8.h.1) For reasons of safety and security British Airways or British Airways' agents may ask to search and screen you and search, screen or x-ray your baggage. British Airways will always try to search, screen or x-ray your baggage when you are present. However, if you are not available, British Airways may search your baggage in your absence.
If you do not allow British Airways to carry out the necessary safety and security searches, screening and x-rays, British Airways will refuse to carry you and your baggage.
8.h.2) If a search or screening causes damage to you, or a search, screening or x-ray causes damage to your baggage, British Airways will not be liable for the damage unless it was caused by British Airways' negligence or fault.
8.i) Checked baggage (baggage checked into the hold)
8.i.1) You must put your name on each item of checked baggage.
8.i.2) When you check in your checked baggage, British Airways will give you a baggage identification tag for each piece.
8.i.3) British Airways will carry your checked baggage, whenever possible, on the same aircraft as you, unless British Airways decides for safety, security or operational reasons to carry it on another flight. If British Airways carries your checked baggage on another flight British Airways will deliver it to you, unless the law says you must be present for customs clearance.
8.j) Unchecked baggage (baggage you carry on to the plane)
8.j.1) British Airways sets maximum dimensions and weights for unchecked baggage, which must also:
- fit under the seat in front of you, or
- fit in an enclosed storage compartment in the cabin of the aircraft.
- your unchecked baggage is larger than the maximum dimensions or weights
- does not fit under the seat in front of you or in an enclosed storage compartment or
- British Airways decide it is not safe
you must check it in as checked baggage.
8.j.3) If you have an item of baggage (such as a musical instrument) larger or heavier than the maximum dimensions and weight for unchecked baggage but unsuitable to be carried as checked baggage, British Airways will carry it in the aircraft cabin if:
- you told British Airways before you checked in that you wanted to take it into the aircraft cabin
- British Airways agreed with you before you checked in to carry it in the aircraft cabin and
- you have paid us an extra charge that applies for the service; and
- you have paid them any extra charge that applies for this service.
Please ask British Airways or British Airways' authorised agents for details of British Airways' charges.
8.k) Collecting and delivering baggage checked into the hold
8.k.1) Unless clause 8i3 applies, you must collect your checked baggage as soon as British Airways have made it available at your place of destination or stopover. If you do not collect it within a reasonable time, British Airways may charge you a storage fee. If you do not claim your checked baggage within three months from the date British Airways make it available, British Airways may dispose of it without any liability to you.
8.k.2) Only the person with the baggage identification tag and if one has been issued, the baggage check, can claim a piece of checked baggage.
8.k.3) If a person claiming a piece of checked baggage cannot produce the baggage identification tag and if one has been issued, the baggage check, British Airways will deliver the baggage to them only if they can prove to that the baggage is theirs.
On some services British Airways do not carry animals. If British Airways agrees to carry your animals, British Airways will carry them subject to the following conditions:
- Assistance dogs accompanying passengers with a disability can be taken into the aircraft cabin if applicable laws permit it and if the necessary arrangements are in place at the relevant airports.
- Assistance dogs accompanying passengers with a disability will be carried free save that British Airways may make a charge if an adjacent seat has to be withdrawn from use to accommodate a passenger with a disability and an accompanying assistance dog.
- Assistance dogs which cannot be taken into the aircraft cabin, pet dogs and pet cats will be carried as checked baggage or as cargo, according to British Airways' policy at the relevant time.
- All other animals must be carried as cargo.
- British Airways will only carry animals if it would be legal for them to arrive at your place of destination or transit point.
- Except for assistance dogs accompanying passengers with disability, animals and their containers accepted as checked baggage will not be part of your free baggage allowance and you will have to pay an excess baggage charge for them.
- You must make sure that all animals travelling as checked baggage are put in proper, adequate and secure containers. If you fail to do this, British Airways may decide not to carry the animals.
- You must present to British Airways all health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for the animals. If you fail to do this, British Airways may decide not to carry the animals.
- Unless carrying the animals is covered by the liability rules of the convention, British Airways will not be responsible for their loss, sickness, injury or death unless British Airways have been negligent.
- British Airways is not liable to you for any loss you suffer because you do not have the health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for your animals. You must repay to British Airways any fines, costs, charges, losses or liabilities British Airways have paid or suffered because you did not have these documents.
- From time to time British Airways adopts regulations for carrying animals. Please ask British Airways or British Airways' authorised agents for a copy.
9. Schedules, remedies for delays and cancellations and denied boarding compensation
9.a.1) The flight times shown in British Airways' timetables may change between the date of publication and the date you actually travel. British Airways do not guarantee these flight times to you and they do not form part of your contract of carriage with them.
9.a.2) Before British Airways accepts your booking, British Airways or British Airways' authorised agents will tell you the scheduled departure time of your flight and it will be shown on your ticket or itinerary and receipt. British Airways may need to change the scheduled departure time of your flight after your ticket has been sent to you or to change the scheduled departure terminal for your flight. If you give us or British Airways' authorised agents contact information, British Airways or they will try to let you know about any changes.
9.a.3)If, after you buy your ticket:
- British Airways make a significant change to the scheduled departure time of your flight;
- you find this change unacceptable; and
- British Airways or British Airways' authorised agents cannot book you on another flight which you are prepared to accept;
British Airways will give you an involuntary fare refund.
9.b) Remedies for delays and cancellations
9.b.1) British Airways will take all reasonable measures necessary to avoid delay in carrying you and your baggage
9.b.2) These measures may, in exceptional circumstances and if necessary to prevent a flight being cancelled, include arranging for a flight to be operated:
- by another aircraft
- by another airline or
- by both.
9.b.3) If British Airways:
- cancel a flight;
- delay a flight by 5 (five) hours or more;
- fail to stop at your place of stopover or destination; or
- cause you to miss a connecting flight on which you hold a confirmed reservation;
you can choose one of the three remedies set out immediately below:
British Airways will carry you as soon as British Airways can to the destination shown on your ticket on another of British Airways' scheduled services on which a seat is available in the class of service for which you have paid the fare. If British Airways do this, British Airways will not charge you extra and where necessary, will extend the validity period of your ticket.
British Airways will carry you to the destination shown on your ticket in the class of service for which you have paid the fare at a later date at your convenience and within the validity period of your ticket on another of British Airways' scheduled services on which a seat is available. If British Airways do this, British Airways will not charge you extra.
British Airways will give or obtain for you an involuntary fare refund. British Airways will give you additional assistance, such as compensation, refreshments and other care and reimbursement, if required to do so by any law which may apply. British Airways will have no further liability to you.
9.c) Denied boarding compensation
If you are denied boarding against your will on a flight for which you have both a valid ticket and a confirmed reservation, British Airways will pay you compensation and provide refreshments and other care as required by any law which may apply. This will not apply if you fail to meet the check-in and boarding requirements in clause 6 or British Airways exercises British Airways' right to refuse to carry you under clause 5d3 or 7.
10. Refunds of fares and taxes, fees and charges
10.a.1) British Airways will refund the fare and any surcharge for your ticket, or any unused part of it and any taxes, fees and charges, as set out in British Airways' fare rules and tariffs.
10.a.2) Unless British Airways says otherwise, British Airways will only make a refund to the person who paid for the ticket.
10.a.3) You must, if you want a refund, prove to British Airways that you are the person who paid for the ticket.
10.a.4) Unless you are applying for a refund on a lost ticket, British Airways will only make the refund if you first give them the ticket and all unused flight coupons
10.b) Involuntary fare refunds
10.b.1)British Airways will pay fare refunds as set out below if British Airways:
- cancel a flight;
- makes a significant change to a flight time which is not acceptable to you
- delay a flight by 5 (five) hours or more;
- fail to stop at your place of destination or stopover;
- cause you to miss a connecting flight on which you hold a confirmed reservation; or
- refuse to carry you because a banning notice is in force against you.
10.b.2) If you have not used any part of the ticket, the refund will be equal to the fare and any surcharge and any taxes, fees and charges you have paid.
10.b.3) If you have used part of the ticket, the refund will be equal to at least the difference between the fare and any surcharge, taxes, fees and charges you have paid and the correct fare, surcharge, taxes, fees and charges for travel between the points for which you have used your ticket.
10.c) Voluntary fare refunds
10.c.1) If you are entitled to a refund of the fare for your ticket for reasons other than those set out in clause 10b, the refund will be as follows:
10.c.2) If you have not used any part of the ticket, the refund will be equal to the fare and any surcharge and any taxes, fees and charges you have paid, less any cancellation and reasonable service charge.
10.c.3) If you have used part of the ticket, the refund will be equal to the difference between the fare and any surcharge, taxes, fees and charges you have paid and the correct fare, surcharge, taxes, fees and charges for travel between the points for which you have used the ticket, less any cancellation and reasonable service charge.
10.d) Refund on lost tickets
10.d.1) If you lose your ticket or part of it, British Airways will, if you give them satisfactory proof of the loss and pay a reasonable administration fee, give you a refund as soon as possible after the validity period of the ticket expires. British Airways will only do this if:
- the lost ticket, or part of it, has not been used, previously refunded or replaced (unless the use, refund or replacement by or to someone else resulted from British Airways' own negligence) and
- the person to whom the refund is made agrees to repay British Airways the amount British Airways refund if British Airways later discover fraud.
This will not apply if any fraud or use by someone else resulted from British Airways' negligence.
10.d.2) If British Airways or British Airways' authorised agents lose the ticket or part of it, British Airways will be responsible for any loss.
10.e) British Airways' right to refuse a fare refund
10.d.1) British Airways may decide to refuse to give you a refund if you apply for it after the end of the ticket validity period.
10.d.2)British Airways may decide to refuse to give you a refund if, when you arrived in a country, you presented your ticket to them or to government officials as evidence of your intention to leave that country, unless you can prove to them that:
- you have permission to stay in the country or
- you will be leaving the country on another airline or on another form of transport.
British Airways will pay you a refund in the same way and in the same currency that you used to pay for the ticket, unless British Airways agrees otherwise. For example, if you paid in US dollars by credit card, British Airways will make a refund in US dollars to your credit card account.
10.g) Voluntary fare refunds are made only by the carrier who issued the ticket
We will only give you a voluntary fare refund if we or our authorised agents issued the ticket and we or they have authorised the refund.
11. Behaviour on the aircraft
11.a) Unacceptable behaviour
If, while you are on board the aircraft, British Airways reasonably believes that you have:
- put the aircraft, or any person in it, in danger
- deliberately interfered with the crew in carrying out their duties
- failed to obey the instructions of the crew relating to safety or security;
- failed to obey the seat belt or no smoking signs;
- committed a criminal offence;
- allowed your physical or mental state to become affected by drink or drugs;
- failed to obey the crew's instructions relating to drink or drugs;
- made a hoax bomb threat or other security threat;
- threatened, abused or insulted the crew or other passengers;
- behaved in a threatening, abusive, insulting or disorderly way towards the crew or other passengers; or
- behaved in a way which causes discomfort, inconvenience, damage or injury to the crew or other passengers:
British Airways may take any measures British Airways think reasonable to prevent you continuing your behaviour. When the aircraft lands, British Airways may decide to:
- make you leave the aircraft;
- refuse to carry you on the remaining sectors of the journey shown on your ticket; and
- report the incident on board the aircraft to the relevant authorities with a view to them prosecuting you for any criminal offence you might have committed.
11.b) Diversion costs caused by unacceptable behaviour
If, as a result of your behaviour, British Airways divert the aircraft to an unscheduled place of destination and make you leave the aircraft, you must pay them the reasonable and proper costs of the diversion.
11.c) Using electronic devices on board the aircraft
For safety reasons, British Airways may decide not to allow you to use electronic devices when you are on board the aircraft, including:
- mobile phones;
- laptop computers;
- personal recorders;
- personal radios;
- MP3, cassettes and CD players;
- electronic games; or
- transmitting devices (for example, radio controlled toys and walkie-talkies).
You must not use these items when British Airways has told you that they are not allowed. British Airways will allow you to use hearing aids and heart pacemakers.
12. Services provided by other companies
12.a) If British Airways:
- arranges for another company (such as a tour operator, a train company, a ferry or a hotel) to provide land or sea transport or other services for you or
- issue you with a ticket or voucher relating to land or sea transport or other services
British Airways is only acting as your agent in making the arrangements or issuing the ticket. The terms and conditions of the company providing those services will apply.
12.b) If British Airways is also providing land or sea transport for you, specific conditions (not these conditions of carriage) will apply to that transport. Please ask British Airways or British Airways' authorised agents for a copy of these specific conditions.
13. Travel documents, entry requirements, customs inspection and security screening
13.a.1) You (not British Airways) must:
- check the relevant entry requirements for any country you are visiting and
- present to British Airways all passports, visas, health certificates and other travel documents needed for your journey.
13.a.2) You must obey all laws, regulations and orders of any countries you fly from, enter or travel through or in which you are a transit passenger.
13.a.3) British Airways will not be liable to you if:
- you do not have all necessary passports, visas, health certificates and other travel documents
- your passport, visa, health certificates or other travel documents are invalid or out of date or
- you have not obeyed all relevant laws.
13.b) You must present to British Airways valid passports, visas, health certificates and other travel documents
Before you travel, you must present to British Airways all passports, visas, health certificates and other travel documents you need for your journey. If British Airways asks, you must:
- allow them to take and keep copies of them and
- deposit your passport or equivalent travel document with a member of the crew of the aircraft for safe custody until the end of the flight.
13.c) What happens when you are refused entry to a country
If you are refused entry to a country, you must pay:
- any fine, penalty or charge imposed on British Airways by the government concerned
- any detention costs British Airways is charged
- the fare for transporting you back to your place of departure and
- any other costs British Airways reasonably pays or agrees to pay.
British Airways will not refund to you the fare for carrying you to the place where you were denied entry.
13.d) You must repay British Airways fines, detention costs and other charges
If British Airways has to pay any fine, penalty, fee, charge or costs (such as detention costs) because you have failed to obey any laws or regulations, or other travel requirements of the country to which you have travelled to or to produce the necessary documents needed by that country, you must repay British Airways the amount British Airways paid as a result. British Airways may take this amount from the value of any unused part of your ticket, or any of your money British Airways has in their possession.
13.e) Customs inspection
If necessary, you must be present when your baggage is inspected by customs or other government officials. British Airways will not be liable to you for any damage you suffer in the course of an inspection or because you are not present.
13.f) Security screening
You must allow British Airways, government officials, airport officials, or other carriers to carry out security screening of you or your baggage.
14. Successive carriers
14.a) If British Airways and other carriers are involved in performing carriage for you under one ticket, or under a conjunction ticket, British Airways will regard the carriage as a single operation for the purposes of the convention. However, please read clause 15.g.1.
15. Liability for damage
15.a) These conditions of carriage govern British Airways' liability to you.
15.b) The conditions of carriage of other carriers govern their liability to you
The conditions of carriage of each other carrier involved in your journey govern its liability to you. Other carriers may have lower limits of liability.
15.c) Applicable laws
British Airways' liability for the carriage of passengers and baggage is governed by the convention. This clause 15 sets out the limits on British Airways' liability and summarises the liability rules applied by them under the convention but if it is inconsistent with the convention or other applicable laws, the convention or other applicable laws will override this clause 15.
15.d) British Airways' liability for the death wounding or other bodily injury of passengers.
15.d.1) British Airways' liability for proved damages sustained in the event of death, wounding or any other bodily injury by a passenger in the event of an accident shall not be subject to any financial limit.
15.d.2) For any damages up to and including the sum of the equivalent of 113,100 SDRs (approximately £82,000), British Airways shall not exclude or limit British Airways' liability.
15.d.3) Notwithstanding the provisions of clause 15d2, if British Airways prove that the damage was caused by, or contributed to by, the negligence or other wrongful act or omission of the injured or deceased passenger or of the person claiming compensation British Airways may be exonerated wholly or partly from British Airways' liability in accordance with applicable laws.
15.d.4) To the extent that damages under this clause 15d may potentially exceed 113,100 SDRs (approximately £82,000) they will be reduced accordingly if British Airways prove that the damage was not due to the negligence or other wrongful act or omission of British Airways or British Airways' agents or that the damage was solely due to the negligence or other wrongful act or omission of a third party.
15.d.5) British Airways shall, without delay and in any event not later than 15 days after the identity of the natural person entitled to compensation has been established, make such advance payments as may be required to meet immediate economic needs on a basis proportionate to the hardship suffered.
15.d.6) Without prejudice to clause 15d5, an advance payment shall not be less than the equivalent of 16,000 SDRs (approximately £13,000) per passenger in the event of death.
15.d.7) An advance payment shall not constitute recognition of British Airways' liability.
15.d.8) An advance payment may be offset against any subsequent sums paid on the basis of British Airways' liability.
15.d.9) An advance payment is not returnable, except in the cases described in clause 15d3, or in circumstances where it is subsequently proved that the person who received the advance payment was not the person entitled to compensation.
15.d.10) British Airways is not responsible for any illness, injury or disability, including death, attributable to your physical condition or for the aggravation of such condition.
15.e) British Airways' liability for damage to baggage
15.e.1) British Airways is not liable for damage to unchecked baggage (other than damage caused by delay which is covered by clause 15e4 below), unless the damage was caused by British Airways' negligence or the negligence of British Airways' agents.
15.e.2) British Airways' liability for damage to your baggage, including damage caused by delay, is limited by the convention to 1,131 SDRs (approximately £820) except where you prove that the damage resulted from an act or omission by British Airways or British Airways' agents carried out either:
- with the intention of causing damage; or
- recklessly and with knowledge that damage would probably result, and you prove that British Airways' employees or agents responsible for the act or omission British Airways were acting within the scope of their employment.
15.e.3) If you complete a special declaration of higher value at check-in and pay the applicable fee, British Airways' liability shall be limited to the higher declared value
15.e.4) British Airways is not liable for damage to baggage caused by delay if British Airways prove that British Airways and British Airways' agents took all reasonable measures to avoid the damage or that it was impossible for British Airways or British Airways' agents to take such measures.
15.e.5) British Airways is not liable for any damage caused by your baggage.
15.e.6) You are responsible for any damage caused by your baggage to other people and property, including British Airways' property.
15.e.7) British Airways is not liable in any way whatever for damage to items which you include in your checked baggage although you are forbidden from including them under clauses 8c, 8d or 8f, or in the case of permitted firearms you have not complied with the conditions for including them under clause 8d. These items include fragile or perishable items, items with a special value, such as money, jewellery, precious metals, computers, personal electronic devices, share certificates, bonds and other valuable documents, business documents, or passports and other identification documents.
15.e.8) British Airways is not liable in any way whatever for damage to items which you include in your unchecked baggage although you are forbidden from including them under clauses 8c or 8e.
15.f) British Airways' liability for damage caused by delay to passengers
15.f.1) British Airways' liability for damage caused to a passenger by delay is limited by the convention to 4,693 SDRs (approximately £3,500).
15.f.2) British Airways is not liable for damage to passengers caused by delay if British Airways proves that British Airways and British Airways' agents took all reasonable measures to avoid the damage or that it was impossible for British Airways or British Airways' agents to take such measures.
15.g.1) If British Airways:
- issues a ticket for you to be carried on another carrier; or
- checks in baggage for carriage on another carrier;
British Airways does so only as agent for that carrier. If you have a claim for checked baggage, you may make it against the first or last carrier or against the carrier performing the carriage during which the damage took place.
15.g.2) British Airways is not liable for any damage arising from the fact that:
- British Airways has obeyed laws or government rules and regulations; or
- you have not obeyed laws or government rules and regulations.
15.g.3) Except where these conditions of carriage say differently, British Airways is liable to you only for compensatory damages which you are entitled to recover for proven losses and costs under the convention.
15.g.4) British Airways' contract of carriage with you (including these conditions of carriage and exclusions or limits of liability) applies to British Airways' agents, servants, employees and representatives in the same way as it applies to British Airways. As a result, the total amount you can recover from British Airways and British Airways' agents, servants, employees and representatives will not be more than the total amount of British Airways' own liability, if any.
15.g.5) Unless British Airways say otherwise, nothing in these conditions of carriage gives up any exclusion or limitation of liability to which British Airways is entitled under the convention or any laws which may apply.
15.g.6) Nothing in these conditions of carriage:
- prevents British Airways from excluding or limiting British Airways' liability under the convention or any laws which apply; or
- gives up any defense available to us under the convention or any laws which apply;
against any public social insurance body or any person liable to pay, or who has paid, compensation for the death, wounding or other bodily injury of a passenger.
16. Time limits for baggage complaints
16.a) If you receive checked baggage without making a complaint, it will be sufficient evidence that it was delivered in good condition. If the person with a baggage check or a baggage identification tag receives checked baggage without complaint, this will be sufficient evidence that the checked baggage has been delivered in good condition and according to the contract of carriage, unless you prove otherwise.
16.b) Complaints about damage to checked baggage must be made in writing within seven days of receiving the baggage. If your checked baggage is damaged, you must complain in writing to British Airways immediately you discover the damage and at the latest, within seven days from the date you received the checked baggage.
16.c) Complaints about delay to checked baggage must be made in writing within 21 days of the baggage being made available to you If your checked baggage is delayed, you must complain in writing to us within 21 days at the latest of the checked baggage being made available to you.
17. Actions for damages must be brought within two years
17.a) You will have no right to damages if an action is not brought within two years calculated from:
- the date of arrival at the place of destination
- the date on which the aircraft ought to have arrived or
- the date on which the carriage stopped.
The method of calculating the period of limitation will be determined by the law of the court where the case is heard.
18. Passengers with a disability
18.a) General and Reservation
18.a.1) If you are a passenger with a disability and you require any special assistance, you should inform British Airways at the time of booking of your special needs.
18.a.2) If you are a passenger with a disability British Airways will carry you where arrangements have been made to provide for your special needs. If you do not inform British Airways at the time of booking of your special needs, British Airways will nevertheless use reasonable efforts to accommodate your special needs.
All the rules of seating in clause 5e apply to seating passengers with a disability. In addition if you are a passenger with a disability which causes you to need a bulkhead seat, such as a disability which causes you to be accompanied by an assistance dog in the cabin in accordance with clause 8l, and you request a bulkhead seat, it will be provided to you if it is not already assigned to another passenger with a disability.
18.c) Travel with an attendant
British Airways may require that you travel with an attendant if it is essential for safety or you are unable to assist in your own evacuation from the aircraft or you are unable to understand safety instructions.
18.d.1) There is no charge for transporting any assistive device, such as a wheelchair or a cane, and such assistive devices will not be counted towards your free baggage allowance.
18.d.2) On flights where medical oxygen is permitted, you will be charged for the service of medical oxygen (and you will be required to be accompanied by an attendant).
British Airways reserve the right to cease accepting passengers who must travel on a stretcher on any flight.
19. British Airways' regulations
19.a) When British Airways carries you and your baggage you must obey British Airways' regulations. These concern, among other things:
- unaccompanied children
- passengers with a disability
- pregnant women and sick passengers;
- carrying animals;
- restrictions on using electronic devices on board the aircraft;
- smoking and drinking alcohol on board the aircraft;
- forbidden items in baggage; and
- limits on the measurement, size and weight of baggage.
Flight cancellation and long delays: notification of rights under ec regulation no 261/2004 (as required by article 14.2)
British Airways, its subsidiaries and franchisees make every effort to operate to their published schedules. There are occasions however, where it is not possible to do so and a flight may be delayed or cancelled. This notification informs you of your rights under EC Regulation No 261/2004 should this happen; it does not give you any additional contractual rights. This law is applicable to all passengers departing from an airport within the EU and to all passengers travelling into an EU Member State on an EU carrier unless they have received assistance in the country of departure. It is the operating carrier's responsibility to meet these requirements. This notification also explains how to claim compensation or a refund or reimbursement under this law in respect of a flight operated by British Airways Plc or a British Airways franchisee operating BA flights in or into Europe.
Right to re-routing or refund of part(s) of the journey not flown
Passengers whose flight is cancelled, shall have the choice of either:
- Re-routing, under comparable transport conditions, to the final destination of the ticket presented at check-in at the earliest opportunity or at a later date at the passenger's convenience, subject to availability; or
- A refund payable to the person who purchased the ticket. This applies to the part or parts of the journey not flown.
If your flight is delayed for five hours or more, the purchaser of your ticket is entitled to a refund for the part or parts of the journey not flown.
Right to reimbursement of part(s) of the journey already flown that no longer serve any purpose in relation to the passenger's original travel plans
If a cancellation or delay of five hours or more disrupts a connecting journey for which you hold a through ticket (with a planned connection time of 24 hours or less) and you no longer wish to continue to your destination, the operating carrier will provide a return flight to the original point of departure at the earliest opportunity as well as refunding the parts of the journey not flown. If you choose not to continue with your journey and decide to return to your point of departure, the purchaser of your ticket is entitled to receive a reimbursement for the part(s) of the journey which were flown, providing that you can prove that the journey no longer serves any purpose in relation to your original travel plans. To obtain a reimbursement of a flown sector, the purchaser of the ticket must make the claim at the same time as claiming the refund of the un-flown sectors.
How to claim a refund/reimbursement
To apply for a refund of unused parts of your journey or reimbursement of the parts of the journey flown, please contact the office where your ticket was purchased. If you have booked by ba.com or kulula.com, check online for contact details. You will need to provide in writing your name and contact details, ticket number, booking reference, flight number, date and details of the claim you are making and supporting documents (e.g. unused ticket coupons).
Right to care
Where a flight has been cancelled, or is subject to a long delay, passengers are entitled to refreshments and meals in a reasonable relation to their waiting time as British well as means of contacting two people outside the airport. These provisions apply according to the duration of the expected delay and the distance of the flight as follows:
- Delay of two hours or more for flights of 1500 km or less
- Delay of three hours or more for all flights within the EU of more than 1500 km and all other flights between 1500km and 3500 km
- Delay of four hours or more for all other flights.
In addition, the operating carrier will provide hotel accommodation if necessary and provide transport between the airport and place of accommodation. Passengers will be advised of the arrangements for obtaining refreshments, transport and hotel accommodation, by the carrier.
Right to compensation for cancelled flights (not including long delays)
Where you are informed of a cancellation less than fourteen days before the planned departure date that arises from causes within the carrier's control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures) you may claim compensation unless you are offered a re-route which allows departure and arrival at your final destination within the following times:
- If you are informed of the cancellation between thirteen and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
- If you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hours before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.
The levels of compensation are specified as follows:
- EUR 250 for flights of 1500 km or less
- EUR 400 for flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km
- EUR 600 for all other flights.
Compensation is reduced by 50% if any re-routing offered to your final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the original flight by:
- Two hours for flights of 1500 km or less
- Three hours for all flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km
- Four hours for all other flights.
Please note that passengers are not entitled to compensation if they have been informed of a cancellation fourteen days or more before the planned departure date. Passengers will be informed of cancellations via the contact details given to the operating carrier with the booking by the passenger, the purchaser of the ticket or the travel agent.
How to claim compensation
To make a claim for compensation (excluding flights operated by Sun Air, BA8200- 8299) please contact British Airways Customer Relations on-line at http://ba.com/euclaim. The person making the claim must be one of the passengers. Alternatively, claimants can write, to British Airways Customer Relations, EU Compensation Claims, PO Box 5619, Sudbury, Suffolk, CO10 2PG, United Kingdom.
To make a claim for compensation for a flight operated by Sun Air, write to Sun Air of Scandinavia A/S, Customer Relations, Cumulusvej 10, Billund, DK-7190, Denmark.
Claimants must supply their name and contact details, the names of other passengers being claimed for and their contact details, booking reference and details of the cancelled flight. Claims can cover up to a total of six passengers provided that they have the same surname, are in the same booking and have travelled the same journey.
Please note British Airways is unable to process your claim for compensation at the airport.
To be eligible for any of the rights listed above passengers must have a confirmed reservation on the flight (or have been transferred by us onto the flight from another flight on which they had a confirmed reservation) and be in possession of a paper ticket or e-ticket itinerary receipt (or, for UK tour operator bookings, an ATOL receipt specifying the flight). In addition, passengers' rights in respect of a delay only arise if they have presented themselves for check-in in good time. If you do have any complaints regarding your ability to exercise your rights, please contact British Airways' customer relations department. In the event that your complaint is still not answered to your satisfaction, you may contact the Air Transport Users Council, CAA HOUSE, 45-59 Kingsway, London WC2B 6TE, United Kingdom.
British Airways has arrangements with a number of other airlines to extend the number of destinations they offer and enhance the benefits to you. When you fly with these airlines, you will enjoy similar levels of service and the high standards that you expect from British Airways. When you book at ba.com or kulula.com or through any other booking method, we will advise you if you will be travelling with another airline.
- As a member of the Oneworld alliance, British Airways offers you an extended route network of around 700 destinations
- Oneworld carriers provide global support on the ground and in the air to British Airways' customers
- Additionally British Airways' Executive Club members can enjoy greater rewards and privileges
- British Airways is a member of Oneworld together with American Airlines, Cathay Pacific, Finnair, Iberia, Japan Airlines, Lan Airlines, Malév, Qantas and Royal Jordanian.
- Find out more about Oneworld at www.oneworld.com.
British Airways has relationships with independent airlines based in the UK, South Africa and Scandinavia that use the British Airways name, livery and flight code. They all operate to British Airways' high standards of customer service, quality and hospitality.
- Find out more about our Franchises
- British Airways also operates 'codeshare' routes with partner airlines
- Codeshare flights have two codes - the British Airways flight number, as appears on your ticket, and the flight number of the partner airline operating the service
- Whenever you book online or via any other booking method, you will be advised which airline operates the flight
- British Airways offers codeshare services on selected routes with all oneworld member airlines as well as routes with Aer Lingus, SN Brussels Airlines and Flybe. Subject to regulatory approval, a codeshare service with bmi will begin on the 28th October 2007.
- British Airways works closely with the airlines to provide a level of service that closely matches our own, wherever possible
BA Cityflyer is a wholly owned subsidiary of British Airways and operates all UK and European services to and from London City airport.
- Find out more about our Domestic and European Services (Travel Classes)
OpenSkies is a wholly owned subsidiary of British Airways, which has been created to take advantage of the recently liberalised air service agreement between Europe and the United States.
OpenSkies will leverage the best of BA, including Executive Club benefits, while implementing new products and services to produce a unique and differentiated customer experience and operate non stop service between major cities in Europe and New York flying a 757 aircraft with only 82 seats in a three-class configuration.
BA CityflyerExecutive club and our airline partners
If you are a member of British Airways' Executive Club, you will also receive a number of benefits when travelling with oneworld, franchise or codeshare partner airlines as well as partnerships with Alaska Airlines, Aer Lingus, Brussels Airlines and Caribbean Airlines. Benefits include the opportunity to collect and spend mileage.
A franchise service means that you fly with an independent airline, which operates to British Airways own high standards of customer service, quality and hospitality.
- British Airways' franchises specialise in specific routes and regions extending their network, offering you greater choice and flexibility.
- They use British Airways' name, livery and flight code.
Find out who British Airways' franchises are, where they fly, what flight number they use and the aircraft that they operate.
Comair Pty Ltd
Based in Johannesburg, operating to destinations in Southern Africa including Cape Town, Durban, Port Elizabeth, Harare, Livingstone, Victoria Falls and Windhoek.
Flight number range
Based in Glasgow operating an extensive internal Scottish network, as well as flights to Ireland and the Isle of Man.
Flight number range
SAAB 340BDH 6 Twin Otter ATP
Note: British Airways franchise agreement with Loganair Ltd finishes on 25 October 2008 and as of 26 October 2008 British Airways will codeshare on a number of connecting routes via Aberdeen, Edinburgh and Glasgow. Customers booked to travel up to and including 25 October 2008 are unaffected.
Sun-Air of Scandinavia A/S
Based in Billund, operating flights from Denmark to destinations including Brussels, Stockholm, Gothenburg, Oslo, Manchester, Dusseldorf, Paris and Helsinki.
Flight number range
Jetstream 31/32 Dornier 328
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Premium economy class
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