0) general provisions
4) fares and charges
6) check-in and boarding
7) refusal and limitation of carriage
9) restrictions regarding contents of baggage
10) schedules, delays, cancellations
12) conduct aboard
13) additional services
14) administrative formalities
15) successive carriers
16) carrier’s liability for death or injuries of passengers
17) carrier’s liability for damage to baggage
18) carrier’s liability for damage due to delay in carriage of passengers and baggage
19) uniform rules regarding carrier’s liability
20) time limitation on claims and actions
21) modifications and waivers
0) general provisions
Object of the Air Alps General Conditions of carriage. (“G.C.C.”).
The G.C.C. rule the contract for the performance of the general economic interest service consisting in the
air carriage of persons and baggage on scheduled flights (the “Contract”).
Pursuant to the Contract, Air Alps, as contracting carrier (the “Carrier”), undertakes, upon payment of the
applicable fares, to :
• provide the passenger with the agreed carriage according to the defined itinerary and schedule,
carrying the passenger and his/her baggage from the place of departure to the place of destination;
• provide the passenger with a seat on the aircraft and to supply him/her with food, where necessary,
depending on the duration of the flight;
• ensure passenger’s safety and protection of his/her personal properties;
• take custody of passenger’s checked baggage;
• perform all other services accessory to carriage where necessary or agreed.
The passenger is required:
• to pay the price of carriage unless Carrier’s service is provided free of charge;
• to comply with all instructions and warnings that the Carrier may give with respect to the flight.
For flights departing from, arriving in, or with a stopover in Italy, the Contract is based on:
• The principles ratified by the Public Service Plan for the Transportation Industry, or “Transportation
Plan” (Carta dei Servizi Pubblici del Settore Trasporti - “Carta della Mobilità”), according to the
general reference scheme drawn up by the Department of Public Administration, in agreement with
the Ministry of Transport and Navigation, and emanated with the Decree of the Prime Minister of 30
December 1998, published in the ordinary Supplement to the Official Gazette of the Italian Republic,
no. 26, of 2 February 1999;
• the principles of the Air Alps Service Plan;
• the Air Alps Airline Passenger Service Commitment (APSC). A summary of Contract clauses is
shown on the ticket.
Other kinds of air transport to which the G.C.C. are applicable
The provisions of the G.C.C. apply, to the extent enforceable, also to charter flights as well as gratuitous or
discount fare carriage provided by the Carrier.
ACTUAL CARRIAGE AND/OR SUB-CARRIAGE
Likewise, the provisions of the G.C.C. apply in case of actual carriage and/or subcarriage where possible,
according to the effective rules and regulations.
Such situations occur in the event of air carriage done by a carrier other than the contracting carrier, which,
although not being an agent or servant of the contracting carrier, performs, pursuant to an agreement with
same (for example: code sharing, franchising, leasing, etc.), in whole or in part, the carriage agreed with the
CARRIAGE PERFORMED BY SUCCESSIVE CARRIERS (CUMULATIVE CARRIAGE)
If the passenger and the Carrier agree that carriage is to be performed by successive carriers (one of which is
the Carrier) as a single carriage, the Contract provisions will apply only to the carriage performed by the
Carrier when only one ticket is issued as well as when a conjunction ticket is issued.
The Carrier is only liable for damage occurring during carriage on flights or segments of flights for which the
box on the ticket for the identification of the CARRIER – performing that flight or segment of flight – bears
the Air Alps identification code, even if carriage is performed by an actual carrier or sub-carrier in Carrier’s
name and on its behalf.
If the Carrier issues a ticket or accepts baggage for carriage by another carrier, it acts only as such carrier’s
agent; therefore, the Carrier will not be liable for any damage occurring during such carriage.
Nevertheless, with regard to checked baggage, the passenger has the right to file a lawsuit against the first or
last carrier as well as against the carrier that performed the carriage during which his/her baggage was
destroyed, lost, damaged, or delayed. Carriers are liable jointly and severally to the passenger.
ACCESSORY AND/OR SUBSTITUTE CARRIAGE
Contract provisions do not apply to any kind of carriage performed outside an airport, except as may be
strictly necessary for the boarding, disembarking, or transfer of passengers and baggage, in relation with the
performance of air carriage agreed with the Carrier, and subject to the condition that such accessory carriage
be performed in Carrier’s name and on its behalf, for connections limited to the immediate closeness of an
airport, and subject to the sole liability of the party performing such carriage (if other than the Carrier).
Likewise, Contract provisions do not apply to any kind of carriage other than air carriage that the Carrier
offers to perform with its own or third-party means outside an airport in substitution of aircraft if aircraft are
In case of combined carriage performed partly with an aircraft and partly with any other mean of transport,
the Contact provisions apply only to the air carriage performed by the Carrier.
Unless otherwise expressly indicated, the terms and definitions used in these G.C.C. have the following
Agents or servants
Means individuals, organizations, or companies other than the Carrier (see) and its employees that provide
passenger (see) with air transport services and services auxiliary or accessory to transport in the name and
on behalf of the Carrier (see), including (for purposes of example only) travel agents, handling agents, airport
managing bodies, catering operators, etc.
They often act independently from the Carrier and can be directly liable for any damage caused to passengers.
Agreed stopping place
Means an interruption of travel at an intermediate place (i.e., at a place other than that of departure and
destination), specified on the ticket (see) or on Carrier’s timetables as a scheduled stopover during the
itinerary, as previously agreed between the passenger and the Carrier (see).
Means, for purposes of the Contract, the period during which the Carrier (see) provides the service agreed
with the passenger. Such period begins from the start of boarding operations and finishes at the end of
disembarking operations (see).
Means the live domestic animals that the passengers (see) bring with them. Depending on their kind, weight,
and size, animals may be transported in the passenger cabin or in specific compartments in the cargo hold
(see) of the aircraft. In the latter case, animals are considered as excess checked baggage (see).
This definition refers mainly to the following:
• with regard to obligations taken under the contract of carriage, to the rules governing the
relationship between the Carrier (see) and the passenger (see) and the consumer (see) protection
pursuant to the Italian Civil Code, which consists of the rules approved by Italian Royal Decree 16
March 1942, no. 262, as subsequently modified and amended;
• with regard to some aspects pertaining to stipulation of the contract of carriage via computer, to
Italian Legislative Decree 9 April 2003, no. 70, implementing EC Directive 2000/31 regarding some
legal aspects of IT services;
• with regard to other civil and administrative obligations of the Carrier and to criminal and disciplinary
provisions applicable to air carriage, to the Italian Navigation Code, which consists of all of the rules
approved with Italian Royal Decree 30 March 1942, no. 327 and subsequent modifications;
• with regard to the system and limits of civil liability of the Air Carrier:
o to the Montreal Convention, understood as the Convention for the Unification of Certain Rules
for International Carriage by Air, signed in Montreal on 28 May 1999 and entered into force in
the European Union on 28 June 2004;
o to EC Regulation no. 2027/97 of 9 October 1997 on the liability of the Air Carrier in case of
accident, as modified and supplemented by EC Regulation no. 889/02 of 13 May 2002;
• with regard to the Carrier’s obligations concerning the compensation and assistance of passengers in
the event of denied boarding, cancellation of flight, or long delay, to EC Regulation no. 261/2004 of
the European Parliament and Council of 11 February 2004;
• with regard to the right to privacy, to Italian Legislative Decree 30 June 2003, no. 196, entitled “Code
for the protection of personal information;”
• with regard to the security of air carriage and all other aspects concerning methods of providing
carriage, understood as a service of general economic interest, to:
o • provisions of law;
o • regulations;
o • orders issued by competent public authorities, as well as national or international bodies or
organizations with regulatory powers;
o • rules or instructions of the Carrier; that are adequately and reasonably knowable by the
passenger, such as, for purposes of example only, the J.A.R. (Joint Aviation Requirements) and
regulations issued by the Comitato Interministeriale per la Sicurezza (C.I.S.) (Italian
Interdepartmental Commission for Security) or by similar bodies.
The Carrier (see) must also conform to the rule concerning “all-inclusive” travel, holidays, and tours referred
to in EC Directive no. 90/314, implemented in Italy with Legislative Decree no. 111/95, to the extent that
such rule contains provisions applicable to the air contract of carriage.
Means a travel agent appointed by the Carrier (see) to sell air transportation services to passenger and to
represent the Carrier (see) with respect to such passenger (see). The authorized Agent may be an individual
or a company operating as an independent entity or even another carrier.
Means such articles, effects and other personal belongings of a passenger as are necessary or appropriate for
wear, use, comfort or convenience in connection with his/her trip, and which the Carrier (see) brings along
with the passenger performing an obligation accessory to the passenger (see) contract of carriage.
Unless otherwise specified, it shall include both checked and unchecked baggage (see) of the passenger (see).
Means the document issued to the passenger (see) as proof of consignment of checked baggage (see) to the
Carrier (see), matched by a baggage identification tag attached to the baggage itself.
It shows the passenger’s name and number, as well as the weight of the baggage checked in his/her name.
Boarding (or embarking) and disembarking operations
Means the operations conducted by the Carrier (see) or by its agents and servants to transfer passengers
from the air terminal to the aircraft and vice versa.
With regard to passengers and unchecked baggage (see):
• boarding operations begin when passengers leave the air terminal gate and end when they enter the
• disembarking operations begin when passengers leave the aircraft and end when they enter the air
With regard to checked baggage (see):
• boarding operations begin when baggage is received by the Carrier or by its agents and servants and
end when baggage is loaded into the aircraft;
• disembarking operations begin when baggage is unloaded from the aircraft and end when baggage is
returned to passengers by placement on delivery belts.
Means the part of the aircraft that contains passengers and unchecked baggage (see).
The part of the aircraft used to contain checked baggage, cargo, and mail.
Means the legal person that performs air carriage.
Distinction must be made between the contracting carrier and the actual carrier.
The contracting carrier is the carrier that issues the ticket as a party to the contract of carriage (agreed with
a passenger or with a person who acts on behalf of the passenger), by which the transport of the passenger
and/or of his/her baggage is performed or committed to be performed, and that is liable for default or partial
performance of such carriage.
The actual carrier is every carrier which, by agreement with or authorization from the contracting carrier,
actually provides carriage in whole or in part, but is not a successive carrier (see) pursuant to applicable
Carrier’s web site
Means Carrier’s web site (www.airalps.com), on which these G.C.C. and other pertinent information are
Means the baggage of which the Carrier takes sole custody and for which the Carrier has issued a baggage
Such baggage is carried gratuitously if its weight is less than or equal to the free baggage allowance (see), even
if it consists of more than one item or piece.
If the weight of checked baggage exceeds the free baggage allowance, the excess will be carried subject to
payment of a surcharge, with issuance of an excess baggage ticket (see).
Baggage must always be of reasonable size, weight, shape and dimensions, and placed in containers suitable for
its safe carriage and handling (such as, for purposes of example only: suitcases, bags, backpacks, etc.) so that
such carriage does not constitute carriage of cargo under applicable law.
Means a passenger who has purchased an air carriage ticket for a purpose other than his/her professional or
business activity in case performed.
Means the flight coupon (see) as well as the passenger coupon or receipt (see).
Means any economically valuable prejudice or harm to the passenger or to his/her property caused by:
• an event occurring during the air carriage;
• default or incorrect performance of the Carrier’s services.
It must consist of attested, actual, economically valuable prejudice to the passenger’s physical safety or to
his/her property or the property of his/her assigns, with immediate effect (accruing damage) and/or causes
loss of future earnings (missed profit), with exclusion of indirect or consequential damages.
Means Carrier’s refusal to board a passenger (see) on a flight (see), even though the passenger has a
confirmed reservation for the flight in question, is present for boarding in the prescribed manner and at the
time indicated in writing (or electronically) by the Carrier or by a tour operator or by an authorized travel
agent or, in the absence of a specified presentation time limit, at least 45 minutes before the published
departure time, unless there are reasonable grounds to deny boarding, such as health, safety reasons or
inadequate travel documentation, etc.
Electronic coupon (e-coupon)
Means a series of electronic data pertaining to the flight (see) for which the Contract is stipulated, contained
in Carrier’s computer systems, as well as in those of its agents and auxiliaries, or of other carriers that
perform carriage in its place and on its behalf.
Excess baggage ticket
Means the document issued by the Carrier, or in its name and on its behalf by authorized agents, as receipt of
payment for carriage of baggage exceeding the free baggage allowance (see) and for carriage of animals in the
cargo hold of the aircraft.
Means the published fares, duly authorized by competent authorities if necessary, and available through the
Carrier’s distribution channels.
Fares are shown in the appropriate box of the ticket (see).
They are part of the total price that the passenger pays to the Carrier for the agreed carriage, along with any
supplements, taxes and other expenses imposed by law.
Fares may involve specific conditions and/or restrictions – called “Fare Rules” – with regard to:
• ticket validity and duration;
• reservations and ticket issuance;
• ticket refund rules;
that may integrate or change the provisions of these G.C.C.; the customer is informed of any integration or
change from time to time when a ticket (see) is purchased.
Flight or Travel
Means the itinerary of the agreed carriage, which may consist of one or more segments (see).
Means the portion of the ticket (see) bearing the notation “valid for carriage” (or, in case of electronic ticket,
the electronic coupon) that specifies the places between which the passenger (see) has the right to be carried.
Free baggage allowance
Means the free modality of carriage of checked baggage.
Information on specific free baggage allowance are available at Carrier’s offices open to the public and through
its product distribution channels.
Means a ticket (see) valid for one year to which no special conditions or specific restrictions apply.
Means the International Air Transport Association, private legal entity of which most of the world’s
commercial airlines are members. More information about it are available on the website www.iata.org.
Means the International Civil Aviation Organisation, an agency of United Nations dealing with the regulation
of civil aviation. Information is available on the website www.icao.int.
Means the document granted to the passenger (see) in case of issuance of an e-ticket, containing his/her name
and other useful flight information.
Means “Miscellaneous Charges Order,” i.e., a coupon that makes the bearer use of various services provided
by the Carrier.
Means any individual who is not a member of the flight crew or cabin crew of the flight in question, carried or
to be carried on an aircraft with Carrier’s consent, normally upon payment of the applicable fare.
Passenger coupon or receipt
Means the portion of the ticket to be retained by the passenger.
SDR (“Special Drawing Rights”)
Means a unit of account created by the International Monetary Fund in order to have a unified and
homogeneous currency for international commercial transactions, the value of which is reported on major
financial newspapers or on the Internet.
Means each and every national, international, or intercontinental leg of a flight.
means a scheduled stop on your journey, at a point between the place of departure and the place of
Means “Ticket Credit Voucher”, i.e., a voucher that allows the holder to request the issuance of Carrier’s
tickets for the amount indicated on the voucher itself.
Means the document entitled "Passenger Ticket and Baggage Check" issued by or on behalf of the Carrier by
authorized agents, reporting a summary of these G.C.C. and other required information, and the flight and
The ticket constitutes the written proof of stipulation of the contract of air carriage as required by law.
The ticket shows the place and date of issuance, the place and time of departure and the place of destination
of the carriage, the class and price of carriage, the passenger’s name, the Carrier’s name and address, and the
weight of checked baggage. It also shows any supplemental fare, tax, or accessory expense that the passenger
is obligated to pay to the Carrier.
The Carrier may be indicated on the ticket with initials or an identification code of two or three letters,
according to IATA criteria.
The ticket may consist:
• of a “paper” document that includes all of the various flight coupons and the passenger coupon;
• of various documents attesting the issuance of an “electronic” ticket, such as, for example, itinerary
receipt, electronic coupon, boarding pass, etc.
Any carrier that issues a ticket or accepts checked baggage for carriage on the flights of another carrier (such
other carrier being the contracting carrier) is to be considered only an agent of the contracting carrier.
The carrier that act as an agent, therefore, assumes no liability for any default or damage caused to the
passenger by the contracting carrier, or for any non-conformity between the principles of compensation
applied by the contracting carrier and those shown on the issued ticket.
Conjunction ticket means two or more tickets concurrently issued to a passenger and which together
constitute a single contract of carriage.
Means time reference points starting from which (commencement) during which (current period) or until
which (deadline) the rights, obligations and provisions contained in the Contract may be exercised, must be
performed, or produce their effects.
Time limits may refer to commonly known dates or to a specific day, or to times, days, months, or years.
When time limits are expressed in days, expiration occurs at the conclusion of the final day without
computing the first day (for example, for purposes of determining the period of validity, the day on which the
ticket was issued or on which carriage began is not computed).
When time limits are expressed in months, expiration occurs at the conclusion of the final month without
consideration of the number of days in each month. When the final month lacks the day corresponding to
that of the first month, the deadline is the last day of the final month. When the deadline falls on a holiday, it
is extended by right to the first working day thereafter.
Means any baggage or animal that is not checked, and therefore not consigned to the Carrier, and that can be
carried gratuitously in the passenger cabin.
Nevertheless, unchecked baggage will be allowed in the cabin only if its dimensions are within the limits
defined by applicable regulations; otherwise, such baggage must be handled as checked baggage.
Without prejudice to the general provisions on other types of air carriage to which the Contract is applicable,
these G.C.C. apply to all flights or segments of flights performed by the Carrier with destinations either
within or beyond the European Union for which the Carrier’s name or identification code appears in the box
of the ticket issued for such flights or segments of flights.
If carriage is performed pursuant to a charter contract of carriage, the G.C.C. will apply only if expressly
referred to in the contract and in the ticket.
With regard to some flights, the Carrier may have stipulated “code sharing” agreements with other airlines.
This means that even if the passenger has made a reservation on one of Carrier’s flights and holds a ticket
stating that the Carrier – shown with its name or IATA code – is the carrier that will perform the flight, it is
nevertheless possible that another carrier may actually provide such service.
In such case, the Carrier (that assumes the role of marketing carrier) will notify the passenger of the identity
of the operating carrier at the time of reservation.
In case of conflict between these G.C.C. and Carrier’s Fare Rules or applicable regulations, such regulations
will prevail over these G.C.C..
The invalidity of any clause of these G.C.C. according to applicable regulations will not affect any other clause
of these G.C.C..
These G.C.C. are subject to change and amendment for purposes of compliance with applicable regulations.
The text of the G.C.C. reported on Carrier’s website is the sole text to be kept into consideration for
purposes of identifying the exact content of the Contract. Subject to the terms of these G.C.C., in case of
non compliance between same and any of Carrier’s procedures having a specific object, these G.C.C. will
prevail over such procedure.
article 3) tickets
1. The Carrier will provide carriage, or refund the price thereof, only for the Passenger whose name
appears on the ticket and legally holds the same. For reasons of security, the Carrier has the right to
check if the person presenting the ticket is actually the person whose name appears on such ticket. In
all cases, the ticket is and remains the property of the issuing Carrier. If the ticket is presented by a
person other than the passenger having the right to be carried or refunded, the Carrier (subject to
its right to withdraw the ticket) will neither perform carriage nor refund the person who presents
2. If the ticket is not electronic, it will show only a summary of these G.C.C., the full text of which is
available on Carrier’s website. The ticket constitutes the documental proof of stipulation of the
contract of carriage between the Carrier and the passenger indicated on the ticket. The ticket is not
a credit instrument and is not transferable by inter vivos act or for cause of death. Nevertheless, the
rules pertaining to package travel, package holidays and package tours, regulated by EC Directive
90/314, implemented in Italy with Legislative Decree no. 111/1995, are valid to the extent applicable.
3. Unless the ticket is electronic, a passenger is not entitled to be carried unless he/she presents a valid
ticket with the flight coupon for the flight in question, all other flight coupons unused, as well as the
passenger coupon. In addition, the passenger is not entitled to be carried if the ticket presented is
mutilated, if it has been forged, or if it has been altered by anyone other than agents authorized by
the Carrier. If the ticket is electronic, the passenger has no right to carriage unless he/she provides
data confirming that such ticket has been validly registered in his/her name. Considering its economic
value, the passenger must take care of the ticket with due diligence and take appropriate measures to
prevent its total or partial loss and its theft. In case of loss, theft, or total or partial destruction of the
ticket, it will be reimbursed or replaced subject to the terms and conditions stated in Article 11.
4. Some tickets are sold at discounted or special fares and may be non-reimbursable in whole or in part.
The Carrier will adequately inform the passenger about the reimbursability of such fares and about
the applicable fare rules. In all cases, the passenger must use due diligence when choosing the most
appropriate fare for his/her needs.
5. If the passenger holds a ticket entirely unused, that is non-reimbursable in whole or in part, and
he/she is unable to travel due to a cause of force majeure, the Carrier will – provided the passenger
immediately gives notice of such situation and subject to proof of such cause – grant the passenger a
TCV for the amount of the non-reimbursable fare, to be used to purchase one or more tickets from
the Carrier, net a reasonable service charge for issuing the ticket(s).
6. Unless otherwise stated on the ticket, in these G.C.C., and in applicable fare rules, which may change
the term of validity of the ticket (in which case such changed term will be shown on the ticket), a
ticket is valid for:
a) one year from the issue date; or
b) subject to the travel of the first leg within one year from the issuance date, one year from
the date of the travel of the first leg specified on the ticket.
7. If the passenger is unable to begin travel within the term of validity of the ticket because at the time
the passenger requested reservation the Carrier was unable to confirm such reservation, the term of
validity of the ticket will be extended or the passenger will be entitled to a refund pursuant to the
terms of Art. XI below.
8. If the passenger is unable to begin travel or, after having begun it, is unable to complete it within the
term of validity of the ticket due to illness, the Carrier will extend the validity of the ticket to the day
on which the passenger, based on a medical certificate – which must be provided to the Carrier – is
able to travel or to the first flight following such date, departing from the place from which travel
should have begun or starts again and on which there is a seat available in the class for which the fare
had been paid. Validity of the ticket will be extended for no more than three months from the date of
the medical certificate if the ticket (whether paper or electronic) foresees one or more stopovers. In
the above-described cases, the Carrier will also extend the period of validity of the tickets belonging
to the ill passenger’s family unit members or companions who, in case, travel with him/her, or to
other similar accompanying persons.
9. If the passenger dies during travel, the ticket of the person (if any) traveling with him/her may be
changed by eliminating the minimum stay condition or by extending its term of validity. In case of
death, at the agreed stopping place or destination of travel, of immediate family members, spouse or
companion of the passenger who has already begun travel, the validity of the passenger’s ticket, as
well as that of his/her immediate family members, spouse or companion who may be accompanying
him/her, may likewise be changed. Changes will be made upon presentation of a suitable death
certificate; the term of validity of the ticket may not be extended for more than 45 (forty-five) days
after the date of death.
10. The ticket purchased by the passenger is valid only for the segment or segments specified on the
ticket, from the place of departure to the place of destination, including any agreed stopping place.
The fare paid by the passenger refers to carriage as specified on the ticket. The fare and applicable
rule, as defined in Art. I, form an integral and essential part of the Contract. The passenger will not
have any right to carriage if the flight coupons are not used in the order called for by the ticket, or if
the passenger starts travel from one of the intermediate stopovers or from one of the agreed
stopping places, unless the passenger gives the Carrier prior notice of his/her intention and receives
approval therefore. It is forbidden to use flight coupons from different tickets for purposes of evading
the Carrier’s fare rules.
11. The passenger must give the Carrier suitable advance notice if he/she wishes to change the itinerary
or any other aspect of the Contract. If such change is possible and implies an increased fare, the
passenger will be suitably notified of such increase so that he/she may choose to accept or reject it. If
the passenger has to change an aspect of the contracted carriage due to causes of force majeure,
he/she must give the Carrier suitable advance notice of the expected departure date. The Carrier will
do its best to carry the passenger to the first agreed stopping place or to the final destination without
changing the previously paid fare.
a) If the passenger intends to change the original carriage without Carrier’s consent, the
passenger will be charged the fare for the changed carriage. The passenger will have to pay
any difference between the fare paid and the fare applicable to the changed carriage, if higher.
The Carrier will refund the passenger for the difference if the new applicable fare is lower. If
the passenger does not pay the higher difference in fare, the unused flight coupons will not
12. Some changes (such as choosing a new place of departure in case of non-use of the first flight coupon
or reversing the direction of travel once begun) may imply a fare increase. Many fares are valid only
on the dates and for the flights indicated on the ticket, and cannot be changed at all, or can be
changed only upon payment of a surcharge.
13. Each flight coupon in the ticket will be accepted and collected by the Carrier for carriage in the
service class on the date and for the flight on which the seat was reserved. If a ticket was originally
issued without a reservation having been specified, the seat for such ticket may be reserved at a later
date if permitted by the fare rule applicable to the passenger’s chosen ticket and if there is an
available seat on the passenger’s chosen flight. If the passenger does not use the reserved seat and
does not notify the Carrier sufficiently in advance, the Carrier may cancel, or ask another carrier to
cancel, reservations for subsequent flights or for the return flight.
14. Subject to laws regarding mandatory indications in corporate acts and correspondence, Carrier’s
name may appear in abbreviated form on the ticket and, specifically, may be reduced to the Carrier’s
identification code. Unless otherwise specified, for purposes of carriage Carrier’s address will be
considered the airport of departure indicated next to the first abbreviation of Carrier’s name in the
box on the ticket marked “CARRIER” or, in case of electronic ticket, indicated for Carrier’s first
flight segment on the Itinerary Receipt. The company’s registered office, the register of companies at
which the company is registered, the registration number, and the total share capital are indicated in
Carrier’s documents and correspondence.
fares and charges
Fares apply only to carriage from the airport of departure to that of the final destination unless expressly
stated to the contrary. Fares do not include ground transport services between airports and between airports
and city terminals. The fare paid by the passenger will be calculated on the basis of Carrier’s fare rules in
force on the date the ticket is paid, for carriage to be performed on the dates and according to the itinerary
specified thereon. If the passenger changes the itinerary or the dates, he/she may be required to pay a
The fare rules applicable from time to time are available at the Carrier offices open to the public or through
its product distribution channels.
If more than one itinerary is available at the same fare, the passenger has the right to arrange his/her
preferred itinerary with the Carrier before the ticket is issued; such itinerary becoming that to be retained
The passenger will pay all taxes and other additional charges applicable to carriage, not included in the fares,
imposed by law or required by governmental authorities or by other competent authorities.
The passenger will be informed of such taxes and charges when the ticket is purchased. Taxes and charges on
air services are subject to constant change and, therefore, if any tax or charge stated on the ticket is
increased, or if a new tax or new charge is applied after the ticket has been issued, the passenger will be
required to pay the higher amount deriving from such increase or application up to the date of beginning of
the travel. If any taxes or charges that the passenger duly paid to the Carrier when the ticket was issued, or
subsequently up to the date of beginning of the travel, are reduced or abolished up to the date of beginning of
the travel, the passenger has the right to request refund of the amount so paid.
The Carrier is not liable for any supplements for services connected to the issuance of tickets that may be
requested by its agents or servants (such as travel agents).
Fares, taxes and other additional charges are payable in the currency of the country in which the ticket was
issued, unless the Carrier or its agents, representatives and servants request, before or at the time the ticket
is paid for, that, for just cause or other legitimate reason, payment be made in another currency (for example,
due to non-convertibility of the local currency).
• The Carrier or its authorized agents will record the passenger’s reservation and give the passenger
written confirmation if so requested by him/her. Only the reservation confirmed in the system that
the Carrier uses to record reservations for its flights will be considered valid. The Carrier will not be
liable for any damage caused by lack of or mistaken recording if not attributable to Carrier’s own
negligence or with intent. Some fare rules may include conditions that limit or exclude the
passenger’s right to cancel or change reservations on Carrier’s flights.
• If the passenger does not pay the ticket price before the deadline for its issuance, as specified by the
Carrier or by its authorized agents at the time of reservation, the Carrier may cancel the confirmed
• At the time of reservation, the Carrier offers the passenger the option of choosing a specific seat on
its aircraft. The Carrier will endeavor to honor such advance seating requests; nevertheless, if the
aircraft to be used for a certain flight is replaced or modified, the Carrier will not guarantee the
specific assignment of any seat, even if such assignment has been confirmed. In addition, the Carrier
reserves the right to change the assignment of, or to reassign, seats on its aircraft at any time, even
after departure, if required for safety reasons.
• If, for reason attributable to the passenger, the confirmed reservation is not cancelled by same by the
deadline indicated by the Carrier or lapses due to failure to respect the rules referred to in Art. VI
below, the Carrier may require the passenger to pay a penalty to cover expenses incurred, provided
the fare paid permits the passenger to book another flight.
• Reservations for intermediate or return flights may be subject to confirmation within time limits
specified by the Carrier. The passenger has the right to be informed by the Carrier or by its agents as
to when and how the passenger must confirm reservations for intermediate or return flights. If a
passenger does not use a reservation on a flight without first notifying the Carrier, the Carrier may
cancel the reservations for intermediate or return flights. On the other hand, if the passenger gives
the Carrier timely notice, the Carrier will not cancel the reservations for intermediate or return
flights. Likewise, if the Carrier requests confirmation and the passenger does not confirm, the Carrier
may cancel the reservations for intermediate or return flights. Nevertheless, if the passenger gives
the Carrier timely notice that he/she is still interested in utilizing the intermediate or return flights,
and subject to availability of seating on the aircraft, the Carrier will restore the reservation and
provide carriage for the passenger. If seating is not available on the date chosen by the passenger, the
Carrier will do everything possible to carry the passenger to the next destination or the final
destination on the next flight on which seating is available.
• Through its reservation operations and passenger check-in, the Carrier acquires personal data from
passengers necessary to perform contractual obligations in respect of the same passengers. The
performance of such obligations necessarily entails that such data are accessed by Carrier’s operative
and commercial personnel, as well as by third-party service providers, the first as “Persons in Charge
of the Processing” and the second as “Data Processors”.
• The Carrier, as “Data Controller” for the subject data treatment, managed mostly through
computers, informs its customers that such data will be used exclusively for the above-described
purposes. For this reason, the passenger authorizes the Carrier to store and use such data, and to
transmit them to its competent offices, to its authorized agents, to government authorities, to other
carriers, and to the service providers referred to above. Additional information on the identity of the
Persons responsible and methods for the processing of personal data, as well as on the passenger’s
rights regarding treatment of his/her personal data, are available c/o Carrier’s authorized agents,
product distribution channels, and on the Carrier’s website.
check-in and boarding
1. The time limit for passenger check-in is different at each airport. Therefore, the passenger must find
out about such time limits and respect them. Arriving early for check-in allows the Carrier and the
passenger to go through formalities in the best manner. The Carrier or its authorized agents will
provide the passenger information on the time limit for check-in for the first flight shown on the
ticket. For any and all subsequent flights, the passenger must find out about the time limit for checkin.
2. Information on passenger check-in time limits is an integral part of the Contract, and are available
from Carrier’s official timetable, through distribution channels for the Carrier’s products, on
Carrier’s website, or by contacting the Carrier or one of its authorized agents. If no check-in time is
indicated, the passenger must arrive at least 45 minutes prior to the published departure time.
3. The Carrier reserves the right to cancel a confirmed reservation if the passenger does not respect
the time limit for check-in. This right applies to the first flight indicated on the ticket as well as for
4. The passenger must arrive at the boarding gate no later than the time specified by the Carrier at
5. The Carrier may cancel the reservation if the passenger does not arrive at the boarding gate by the
6. The Carrier is not liable for any cost or expense incurred by a passenger who has not respected the
terms and conditions of this article.
refusal and limitation
The Carrier may refuse to carry any passenger or his/her baggage for security reasons, or if:
a. it deems such action necessary to comply with the laws, regulations, or rules of any country of
departure, destination, or to be flown over; or if carriage of his/her baggage could constitute a threat
to the security or health of the other passengers, or could concretely make the flight of the other
passengers or the crew insufficiently comfortable;
b. passenger’s conduct, age, physical or mental state are such as to:
• require special assistance from the Carrier and the methods of such carriage were not agreed
with the Carrier in advance; or
• materially affect the comfort or provoke justified complaints from the other passengers; or
• endanger himself/herself or other persons or property; or
c. such action is justified by the passenger’s failure to follow instructions legitimately provided by the
Carrier, or if the passenger was responsible for illegal or undisciplined conduct on a previous flight
and there is risk that such conduct may be repeated;
d. the passenger has refused to submit to security checks;
e. the applicable fares, taxes owed, and any other accessory expense have not been paid, or if the
passenger is not in possession of valid travel documents;
f. the passenger does not endorse a valid travel documents required to enter a transit country of the
flight or to enter the final country of destination of the flight;
g. the passenger has destroyed his/her travel documents during the flight or has refused to show them
to flight crew;
h. the ticket presented by the passenger:
• was obtained illegally or was purchased from a party other than the Carrier or one of its
authorized agents; or
• was reported lost or stolen; or
• was forged; or
• was altered or made incomplete by a party other than the Carrier or one of its authorized
agents even with regard to a single flight coupon;
• is in the name – specified in the “NAME OF PASSENGER” box – of a person other than the
person who presents the ticket it being understood that in such cases the Carrier reserves
the right to withdraw the ticket;
i. the passenger has not respected the requirements referred to in Art. III regarding the progressive
order of the flight coupons and their use, or presents a ticket that was issued or was altered in any
way by a party other than the Carrier or one of its authorized agents;
j. the passenger has not respected Carrier’s flight safety instructions.
Carrier’s check-in of unaccompanied minors, disabled persons, pregnant women, ill persons, or other
persons requiring special assistance is performed subject to prior agreement with the Carrier, which
must be duly informed by the passenger with regard to special needs at the time of reservation. Disabled
passengers who have duly informed the Carrier of their special needs will be carried in conformity to
such special needs unless such carriage is impossible due to objective causes of force majeure.
The passenger has the right to the carriage of baggage in free allowance within the limits and conditions
established by the Carrier from time to time. Such limits and conditions are available on request c/o Carrier’s
authorized agents or via its product distribution channels.
Pursuant to Transport Ministry Decree no. 1/36 of 28 January 1987 and ENAC (Ente Nazionale per
l’Aviazione Civile – National Civil Aviation Board) Instruction APT-09 of 8 May 2001, in addition to checked
baggage within the free allowance, for purposes of airport security and flight security, each passenger is
permitted free carriage in the cabin – compatible with the capacity of available compartments – of only one
piece of hand baggage, identified with a label (with the passenger’s name and surname) to be attached by the
passenger, provided that the sum of its dimensions (length, height and depth) does not exceed 115
centimeters (about 45,3 inches).
• In addition to the above-mentioned hand baggage, the passenger is permitted - compatible with
available space – to carry the following articles on board:
• a handbag or briefcase or a portable personal computer;
• a camera, a video camera, or a CD player;
• an overcoat or a raincoat;
• an umbrella or walking stick;
• a pair of crutches or other walking aid;
• a portable cradle and baby food needed for the flight;
• reading matter;
• articles purchased at “Duty Free” shops and at shops located inside the airport (in limited quantities
and weight), provided they are easily stowed in the available compartments on board.
Upon delivery to the Carrier of the baggage to be checked, the Carrier itself takes custody of such baggage
and issues a baggage identification tag for each piece of checked baggage.
Checked baggage, within or in excess of the free baggage allowance, is carried on the same aircraft as the
passenger unless not possible due to proven safety or operational reasons.
In such case, the Carrier will carry such baggage on the next available flight and will deliver it directly to the
If checked baggage exceeds the free baggage allowance, the passenger shall pay a charge, the rate of which is
available on request c/o Carrier’s authorized agents or its product distribution channels.
The Carrier offers the passenger the option of declaring a value for checked baggage in excess of the
applicable limit of liability. In this case, the passenger will have to pay a supplementary charge.
The Carrier may refuse to accept the declaration of value for checked baggage if part of the carriage is
performed by another carrier that does not offer a similar option.
The baggage or other objects that the passenger may take on board must be storable under the seat in front
of the passenger or in the compartments in the passenger cabin.
The Carrier reserves the right to prohibit carriage in the cabin of baggage or objects:
• whose weight, shape, and/or dimensions are such that they cannot be stowed as described above;
• conflict with the security requirements of carriage in the cabin.
Baggage and objects not allowed in the cabin will be stowed as checked baggage, with issuance of a baggage
identification tag to the passenger, and after the passenger has been allowed to remove from the baggage any
objects that cannot be contained in checked baggage.
Baggage and objects that are unsuitable for carriage in the hold (such as, for example, fragile musical
instruments and similar objects) can be accepted for carriage only in the passenger cabin if space is available
and according to the special procedures specified by the Carrier to guarantee the safety of passengers and the
Carriage of such objects may be subject to special fares.
The Carrier undertakes to ensure that checked baggage will be made available to the passenger for claim as
quickly as possible at the place of destination or agreed stopover.
In case the passenger fails to claim his/her baggage, the enforceable law provisions regarding the incapability of
Carrier to deliver the carried goods will apply.
contents of baggage
1. The following must not be placed into the baggage:
• items that do not constitute baggage as defined in Art. I of these G.C.C.;
• items that may constitute a hazard for the aircraft or for the persons or property on board,
including but not limited to:
o working electronic devices;
o briefcases alarm-equipped;
o compressed gases (deeply refrigerated, flammable, non-flammable, poisonous) such as
butane, oxygen, liquid nitrogen, camping gas, aqualung cylinders;
o corrosive agents such as acids, alkali, mercury and wet cell batteries;
o explosives, weapons and munitions (unless for hunting or sport), pistol caps, fireworks and
flares, as well as all similar looking toys;
o flammable liquids and solids, such as cigarette lighters and fuel for same, matches, paints,
o other dangerous objects, such as magnetic, hazardous or toxic materials, materials with an
irritating or stinking smell, oxidants such as bleaching powder and peroxides;
o poisons and infectious substances, insecticides, weed killers, and materials with pathogenic
o radioactive substances;
o alarm devices and any lithium batteries installed to power them;
o dry ice;
o underwater torches with batteries inserted;
• objects whose carriage is prohibited by regulations in force in the country of departure and in
destination or in those flown over during carriage;
• items that in Carrier’s opinion are unsuitable for carriage due to their weight, shape, size,
characteristics or packing;
• live or dead animals, save as provided at point 9 of this Article with regard to animals.
2. In general, checked baggage cannot contain objects such as (for purposes of example only): valuable,
fragile, or perishable objects, cash, jewels, precious metals, silverware, computers and their
accessories, electronic gadgets or devices for personal use, cameras and photographic equipment,
negotiable securities, credit instruments, government securities, stock and bond certificates or other
securities, work, business, or commercial documents, passports and other personal identification
documents, sample collections, heirlooms, antiques, artisan or antique products, valuables, works of
art, rare books, valuable publications or manuscripts. Firearms and munitions for purposes other than
hunting and sport cannot be carried as baggage. Such objects may be carried only in conformity to
laws and regulations concerning air transport security. Biological liquids such as (for purposes of
example only) blood, urine, semen, etc., cannot be carried as baggage.
3. In accordance with international regulations, Transport Ministry Instruction no. 40/0151 of 18 March
1996, integrated by ENAC Instruction no. 99-2632/DG of 22 July 1999, prohibits the use on board
the aircraft of all portable electronic devices, with the exception of:
• hearing-aids systems;
• electric shavers;
• portable sound systems (i) not laser reading or (ii) digital;
• personal portable computers that are not connected to printers or to CD players, to a limited
extent of the cruise time and only if specifically approved by the Captain.
4. If the objects not acceptable as baggage referred to above are nevertheless placed in baggage and are
lost or damaged, the passenger will not have any right to compensation, subject to the provisions of
these G.C.C. with regard to damage caused by the contents of baggage.
5. The passenger will have the right to carriage of:
• firearms and munitions for hunting and sport as checked baggage, provided they are unloaded,
with safety catch on, and appropriately packed in conformity to applicable ICAO and IATA
• objects and products needed in relation to the passenger’s state of health;
• medicines and cosmetics in quantities strictly limited to personal needs.
Objects such as antique firearms, swords, knives and the like may be accepted only as checked
baggage at the Carrier’s discretion, and under no circumstances will they be permitted in the
The above conditions must conform to security provisions and regulations in the countries of
departure and destination and of the countries flown over, and to the modalities established by such
provisions and regulations, as compatible with the company’s ordinary means.
6. Subject to provisions regarding objects acceptable under certain conditions, the Carrier has the right
to refuse to check in objects that are unacceptable as baggage or to refuse further carriage if and
when it becomes aware of their presence on board the aircraft. The Carrier has the right to refuse
to carry as baggage any object that is unsuitable for carriage on the aircraft due to its dimensions,
shape, weight, content, peculiar characteristics, fragility, perishability, for security or operative
reasons, or because it may inconvenience or disturb other passengers. The Carrier has the right to
refuse to check in baggage for carriage if, in its reasonable opinion, it is not adequately contained in
luggage or in other containers appropriate to guarantee safe carriage.
7. For reasons linked to the security of the aircraft and the passengers, the Carrier may request the
passenger to undergo physical checks and inspections by means of specific devices, and checks and
inspections of his/her baggage by means of electronic or radiogenic devices. If the passenger is not
present, his/her property may be inspected to determine if the passenger is in possession of (or if
his/her baggage contains) any objects for which carriage is prohibited pursuant to these G.C.C., or
firearms, munitions or other weapons, that have not been duly declared to the Carrier pursuant to
these G.C.C.. If the passenger does not agree to the above-mentioned requests, the Carrier reserves
the right to refuse to carry the passenger and his/her baggage. If an inspection or search conducted
with electronic or radiogenic devices harms the passenger or damages his/her baggage, the Carrier
will not be liable to pay any compensation unless such harm or damage is attributable to its
8. Passenger’s exercise of his/her rights under the Contract pertaining to the carriage and return of
checked baggage is subject to his/her possession and presentation of the baggage check, given him/her
at the time of check-in and bearing the name of the passenger to whom the Carrier undertakes the
obligation of carriage, as well as the passenger’s ticket number and the number of checked baggage
carried. If the person seeking to claim checked baggage is unable to produce the baggage check or to
identify the baggage, the Carrier will return such baggage only if such person is able to give evidence
and adequate proof of his/her right to claim such baggage. The Carrier reserves the right to subject
such return to the issuance of a specific written release that will indemnify the Carrier against any
and all further claims. Receipt by the ticket holder of his/her checked baggage without any written
complaint at the time of receipt indicates that the checked baggage has been delivered in good
condition and in accordance with the contract of carriage.
9. The passenger has the right to travel with animals only if they are appropriately housed in containers
designed for air carriage, specified by the Carrier, and have the required health and vaccination
certificates, entry permits and other documents required by the countries of departure, destination,
or transit. If accepted as checked baggage, animals, with their container and food, will not be included
in the free baggage allowance but will be considered excess baggage for which the passenger may be
required to pay the applicable charge. Guide dogs will be carried free of charge in addition to free
baggage allowance, according to procedures indicated by the Carrier. If the Carrier accepts animals
for carriage, the passenger will not be guaranteed any compensation or refund if such animals are
denied entry and/or transit in a country of destination or transit. In addition, the Carrier assumes no
liability for the lack or invalidity of required health and administrative documents for animals, and the
passenger will be required to refund the Carrier for any and all sums it may have to pay as penalty or
expense or damages due to such lack or invalidity.
10. In all cases of non-transportable objects, and in cases where the Carrier may refuse carriage or
subject carriage to certain conditions, the passenger may request additional information from the
Carrier or from its authorized agents, or access it from Carrier’s other product distribution channels.
cancellations, denied boarding
1. The times indicated on Carrier’s official timetables may be changed between the date of publication
of the timetable itself and the date of beginning of travel. The Carrier does not guarantee the
exactness of such times and, therefore, they do not form part of the Contract.
2. At the time of reservation, the Carrier will inform the passenger of the scheduled departure time of
the flight in effect at the time of reservation, which will be stated on the ticket. If the Carrier is
forced to change the scheduled departure time of the flight, it or its authorized agents will take all
steps to publicize such change and to give passengers holding tickets with confirmed reservation
sufficient advance notice of the schedule change with regard to such reservation. If Carrier’s changes
to the scheduled departure time are such that the passenger is no longer interested in the flight, and
the Carrier is unable to book the passenger on an alternate flight acceptable to the passenger, the
passenger may request the Carrier to refund the amount paid, in conformity to the terms and
conditions of the G.C.C.
3. The Carrier adopts all possible and reasonably feasible means to avoid delays in carriage of the
passenger and his/her baggage, as well as to avoid flight cancellations and denied boarding.
4. In this regard, in line with the provisions of EC Regulation no. 261/2004 with respect to passengers:
a. departing from an airport located in the territory of a Member State of the European Union
subject to the provisions of the European Community Treaty;
b. departing from an airport located in a non-EU State with destination to an airport located in the
territory of a Member State of the European Union to which said Treaty applies (except when
the passengers receive benefits or compensations in goods and/or services or a financial
indemnity and they have been provided service in such non-EU State);
c. who have confirmed reservation on the flight concerned;
d. and who, except in cases of cancellation, arrive for boarding in conformity to prescribed rules
and at the time previously indicated in writing (including electronically) by the Carrier, tour
operator or authorized travel agent or, if no time is indicated, at least forty-five minutes before
the published departure time;
e. who may have been transferred by the Carrier or by a tour operator from the flight for which
they hold a reservation to another flight, regardless of the reason;
f. who do not travel free of charge or at a reduced fare that is not available, directly or indirectly,
to the public, except if they hold tickets issued under a frequent flyer program or other
commercial program by the Carrier or tour operators;
Air Alps, whatever the operating carrier for the flight in question pursuant to EC Regulation
261/2004 of the European Parliament and of the Council of the European Union, and without
prejudice to the passengers’ rights under applicable law (including EC Directive 90/314 regarding
package travels) as well as to their rights under the other clauses of these G.C.C. with regard to the
Carrier’s civil liability, will
A) In case of delay:
• if the Carrier can reasonably foresee that a flight will be delayed
a. for two or more hours for all flights covering distances less than or equal to 1,500
b. for three or more hours for all intra-community flights covering distances greater than
1,500 kilometers, and for all other fights covering distances from 1,500 to 3,500
c. for four or more hours for all flights not falling under letters (a) or (b) above offer at no
o food and drink in conformity to the length of the delay; and
o two telephone calls or messages via telex, fax or e-mail;
• if the reasonably foreseeable departure time is delayed by at least one day compared to the
previously foreseen departure time, in addition to the above-describe service, offer at no
o hotel accommodation in the following cases:
• if one or more overnight stays are necessary, or
• if an additional stay is necessary, beyond that planned by the passenger; and
o transport between the airport and the place of accommodation (hotel or other);
• when the delay is at least five hours and the passenger decides not to travel on the delayed
flight, in addition to the above-describe meal and message services, offer refund of the entire
cost of the ticket within seven days (in cash, by means of wire transfer, with bank deposits or
cheques or, subject to written agreement, with travel vouchers and/or other services) at the
purchase price, for the part or parts not taken, and for the part or parts already taken if the
flight in question has become pointless with regard to the initial travel program, as well as, if
appropriate, a return flight to the initial point of departure as soon as possible.
The service described at letters (a)-(c) above will be provided by defined deadlines based on each
range of distance indicated therein;
B) In case of cancellation,
in addition to informing passengers of available alternative means of transport, offer the following
(I) a choice of:
o refund of the entire cost of the ticket within seven days (in cash, by means of wire
transfer, with bank deposits or cheques or, subject to written agreement, with travel
vouchers and/or other services) at the purchase price, for the part or parts not taken,
and for the part or parts already taken if the flight in question has become pointless with
regard to the initial travel program, as well as, if appropriate, a return flight to the initial
point of departure as soon as possible; or
o re-routing to the final destination on an alternative flight under comparable conditions of
carriage as soon as possible; or
o re-routing to the final destination on an alternative flight under comparable conditions of
carriage on a subsequent date chosen by the passenger, subject to availability of seating;
(II) in addition, at no cost:
o food and drink in conformity to the length of the delay; and
o two telephone calls or messages via telex, fax or e-mail; as well as
o in case of re-routing on a flight alternative to the cancelled flight, when the reasonably
foreseeable departure time for the new flight is delayed by at least one day compared to
the scheduled departure time of the cancelled flight:
o hotel accommodation in the following cases:
if one or more overnight stays are necessary, or
if an additional stay is necessary, beyond that planned by the passenger;
o transport between the airport and the place of accommodation (hotel or other);
(III) in addition, unless:
o the passenger had been informed of the cancellation at least two weeks before the
scheduled departure time; or
o the passenger had been informed of the cancellation between two weeks and seven days
before the scheduled departure time and was offered re-routing on an alternate flight
not more than two hours before the scheduled departure time, with arrival at the final
destination less than four hours after the scheduled arrival time; or
o the passenger had been informed of the cancellation less than seven days before the
scheduled departure time and was offered re-routing , departing on an alternate flight
not more than one hour before the scheduled departure time, with arrival at the final
destination less than two hours after the scheduled arrival time; or
o the Carrier can prove that cancellation was due to extraordinary circumstances that
could not have been avoided even if all reasonable measures had been taken;
pay the following compensation:
a. EUR 250 for all flights covering distances less than or equal to 1,500 kilometers;
b. EUR 400 for all intra-community flights covering distances greater than 1,500 kilometers, and
for all other fights covering distances from 1,500 to 3,500 kilometers;
c. EUR 600 for all flights not falling under letters (a) or (b) above.
d. If departure for the final destination on an alternate flight is offered as described at point I. (b)
or(c), and the arrival time of such alternate flight does not exceed the scheduled arrival time of
the originally booked flight:
1. by two hours, for all flights covering distances less than or equal to 1,500 kilometers; or
2. by three hours, for all intra-community flights covering distances greater than 1,500
kilometers, and for all other fights covering distances from 1,500 to 3,500 kilometers; or
3. by four hours, for all flights not falling under cases (1) or (2), the Carrier may reduce such
above-described compensation by 50%.
C) In case of denied boarding:
o before denying boarding for a flight, call passengers willing to voluntarily surrender their
reservations in exchange for benefits under conditions to be agreed and for appropriate
service as described at point I below;
o if there is an insufficient number of volunteers, and the Carrier refuses to board a passenger
against his will, pay the following compensation:
a. EUR 250 for all flights covering distances less than or equal to 1,500 kilometers;
b. EUR 400 for all intra-community flights covering distances greater than 1,500 kilometers,
and for all other fights covering distances from 1,500 to 3,500 kilometers;
c. EUR 600 for all flights not falling under letters (a) or (b) above.
1. If departure for the final destination on an alternate flight is offered as described at
point I. (b) or (c) below, and the arrival time of such alternate flight does not
exceed the scheduled arrival time of the originally booked flight:
2. by two hours, for all flights covering distances less than or equal to 1,500
3. by three hours, for all intra-community flights covering distances greater than
1,500 kilometers, and for all other fights covering distances from 1,500 to 3,500
4. by four hours, for all flights not falling under cases (1) or (2) of this paragraph, the
Carrier may reduce such above-described compensation by 50%.
To determine distances, the basis of calculation will be the last destination at which the denial of boarding
delays the passenger’s arrival after the scheduled time.
The compensation referred to above will be paid in cash, by means of wire transfer, with bank deposits or
cheques or, subject to written agreement, with travel vouchers and/or other services.
Distances will be measured by the great circle route method.
In addition to the above, offer:
I. A choice of:
a refund of the entire cost of the ticket within seven days (in cash, by means of wire transfer, with bank
deposits or cheques or, subject to written agreement, with travel vouchers and/or other services) at
the purchase price, for the part or parts not taken, and for the part or parts already taken if the flight in
question has become pointless with regard to the initial travel program, as well as, if appropriate, a
return flight to the initial point of departure as soon as possible; or
b re-routing to the final destination on an alternative flight under comparable conditions of carriage as
soon as possible; or
c re-routing to the final destination on an alternative flight under comparable conditions of carriage on a
subsequent date chosen by the passenger, subject to availability of space;
II. in addition, at no cost:
a. food and drink in conformity to the length of the delay;
b. hotel accommodation:
• if one or more overnight stays are necessary, or
• if an additional stay is necessary, beyond that planned; and
c. transport between the airport and the place of accommodation (hotel or other);
d. two telephone calls or messages via telex, fax or e-mail.
For purposes of the above, “final destination” is defined as the final destination specified on the ticket
presented at the check-in counter or, in case of connecting flight, the destination of the final flight; available
alternate connecting flights are not considered if the original arrival time is respected.
The passenger can find all necessary and useful information at Carrier’s airport check-in points, at its
authorized agents or through its other product distribution channels.
1. Subject to the terms and conditions of Article X above, the Carrier will refund the ticket or any
unused portion thereof, in conformity to applicable fare rules, as described below. The passenger has
the right to refund of the amount paid for carriage, if the services to be provided by the Carrier
pursuant to the contract are not provided or are not requested in whole or in part, with the
exception of any more restrictive conditions provided by the fare(s) chosen by the passenger.
2. The ticket holder or the person who paid for the ticket will have a right to refund. If the ticket was
paid by someone other than the holder, the Carrier will effect refund only to such person or subject
to his/her instructions, upon presentation of appropriate proof, and provided the ticket contains
corresponding instructions. Refund effected by the Carrier in good faith and without negligence to a
person who appears to be the holder and/or purchaser of the ticket, is deemed to be correctly
effected with respect to the person entitled. Except in case of a lost ticket, the ticket
holder/purchaser will have a right to refund only when the ticket and all unused flight coupons are
returned to the Carrier. If the ticket is unused, any and all taxes collected by the Carrier together
with the fare and indicated on the ticket will be reimbursed. Refund of such taxes is also applicable to
non-refundable tickets purchased pursuant to specific promotional offers. In case of partial use (one
segment only), the amount reimbursed will be proportionate to the taxes on the segment not flown.
3. If the passenger loses interest in traveling or does not request its performance, the Carrier will make
voluntary refund of the amount paid only if the ticket was issued by the Carrier itself or by one of its
authorized agents. In this case, the amount reimbursed, less any expenses reasonably incurred by the
Carrier for such service, will be:
• the entire sum paid if no part of carriage has been performed; or
• equal to the difference between the sum paid and the sum relating to carriage performed, if
carriage has been performed only in part.
The above provisions apply subject to any more restrictive conditions provided by the chosen fares.
4. Subject to the terms and conditions in the preceding paragraphs, if a ticket is lost, stolen, or
totally/partially destroyed, the Carrier will refund such ticket or replace it in whole or in part at the
passenger’s request, provided:
a. the ticket holder exhibits a Police Report attesting to such loss, theft, or destruction;
b. the ticket holder provides proof, readily verifiable at the time of request, that the ticket had been
c. the passenger undertakes to return the refund or, in turn, to reimburse the Carrier for any cost
or expense – up to the total price of the lost, stolen, or destroyed ticket – reasonably and
necessarily incurred by the Carrier or by another carrier for any fraudulent use of the ticket, or
for its refund to persons other than the person entitled who obtain it fraudulently.
The Carrier will not require the passenger to pay costs that the Carrier incurs due to its own
negligence. When re-issuing the ticket, the Carrier may require payment of a reasonable fee for such
service, unless loss or destruction of the ticket is attributable to negligence of the Carrier or of its
The Carrier is liable to the passenger if it is proved that loss or destruction of the ticket was caused
exclusively by negligence of the Carrier or of its employees.
If the above-mentioned proof is not provided, or if the passenger refuses to undertake in writing to
refund the Carrier as described above, the Carrier may require the passenger to pay an amount up
to the full price of the replaced ticket when it issues the new ticket, such amount to be refunded
when the Carrier verifies that the lost, stolen, or destroyed ticket has not been used prior to its
expiration date. If the passenger regains possession of the ticket prior to its expiration date, such
refund will be made when the ticket is returned to the Carrier.
In all cases, a lost, stolen, or destroyed ticket will be refunded or replaced only after it has been
verified that the ticket or part of it has not already been refunded or replaced.
5. A ticket issued by the Carrier or by one of its authorized agents may be refunded up to 30 (thirty)
days after its expiration date, subject to any more restrictive conditions provided by the agreed fare.
The Carrier reserves the right to refuse to refund a ticket if such refund may conflict with the
immigration laws in force in the country in which the refund is requested.
The Carrier reserves the right to make the refund with the same methods and currency used to pay
for the ticket.
Voluntary refunds will be made only by the carrier that originally issued the ticket or by one of its
1. If a passenger aboard the aircraft:
• conducts himself/herself so as to endanger the aircraft or any person or property;
• disturbs the other passengers and the crew or acts in such a way as to cause a disturbance;
• causes damage to the aircraft or baggage, or harms the other passengers or crew;
• obstructs the crew in the performance of its duties;
• disregards the crew’s instructions about proper behavior on board or respect of in-flight
procedures; the Carrier may take appropriate measures to prevent or limit continuation of such
conduct, including restraint within legal limits, and may disembark the passenger concerned or
refuse to continue the carriage.
In addition to the above, the Carrier reserves the right to report a passenger who acts in the above
described manner if such action is considered a criminal or disciplinary offence under applicable law.
2. The passenger undertakes to follow Carrier’s instructions that, for reasons of flight safety, prohibit or
limit the on-board use of electronic devices such as, for purposes of example only:
• cell phones, portable computers, portable recorders, portable radio devices, CD players;
• electronic games;
• receiver-transmitter devices, including remote-controlled or radio-controlled toys and walkietalkies.
The above does not include medical devices such as hearing aids or pacemakers essential to the
passenger’s health, about which the Carrier must be informed in advance.
3. The passenger also undertakes to follow Carrier’s rules that prohibit smoking on its aircraft.
When the Contract is stipulated, if the Carrier agrees to arrange the supply of additional services by third
parties, or if the Carrier issues coupons for carriage other than air carriage, or other services such as hotel
bookings, car leasing, etc., the Carrier will be considered only an intermediary and, therefore, will have no
liability to the passenger except as may relate to such intermediary role and pursuant to applicable law.
If the Carrier provides the passenger with ground transportation service outside an airport, these G.C.C. will
not apply to such transportation.
The passenger must hold the necessary travel documents and must comply with laws, regulations, orders,
rules, and conditions emanated by the country of departure, destination, or transit.
Therefore, he/she will have no right to any damages or refund from the Carrier due to consequences deriving
from the lack or falsity of such documents or visas or from the infringement of such laws, regulations, orders,
rules, and conditions.
Subject to the terms of Art. 9 point 9 above, the passenger undertakes to reimburse the Carrier for all sums
paid or deposited and for all expenses incurred due to the lack or falsity of required documents or due to the
failure to comply with laws, regulations, orders, rules and conditions emanated by the country of departure,
destination, or transit. For such payments, the Carrier may use any other sum that the passenger has paid for
carriages not yet performed or for any other reason.
The passenger undertakes to show the Carrier all documents required by the laws, regulations, orders and
rules of the country of departure, transit, and destination, and must make certain that they are in order.
The passenger also undertakes to allow the Carrier to make a copy of such documents for purposes of
complying with national, international, and foreign immigration laws. The Carrier guarantees that the data
contained therein will be processed in conformity to regulations for the protection of privacy.
The passenger who lacks the above-mentioned documents or who presents documents that are not in order
will lose his/her right to carriage.
Whenever a passenger is denied entry in a country, such passenger must reimburse the Carrier for any and
all fines or other money-penalties issued, as well as all costs and expenses incurred as a result of such denied
Moreover, the passenger will not have any right to a refund of amounts paid for carriage to the place of
denied entry or expulsion.
The passenger is obliged to submit himself or herself to all ordinary security checks legitimately conducted by
competent authorities, by other authorized parties, or by the Carrier.
In case of physical harm to the passenger or damage to his/her baggage caused by equipment used for security
checks not conducted directly by the Carrier or not managed by it, the passenger will not have any right to
damages from the Carrier unless its fault is duly proved.
The passenger also undertakes to permit inspections of his/her person and baggage by Customs Officers, as
well as by other governmental authorities or competent parties, including on request of the Carrier, if based
on objective reasons of security.
The passenger will not have any right to damages from the Carrier for any harm to his/her person or damage
to his/her baggage during the inspections referred to above, unless Carrier’s fault is duly proved.
The passenger will not have any right to carriage if he/she opposes such inspections.
Subject to the terms and conditions in the part of the general provisions referring to cumulative carriage,
carriage to be performed by successive carriers based either on a single ticket or on tickets issued in
conjunction is considered a single operation.
carrier’s liability in case of
death or injuries of passengers
1. According to applicable regulations, the Carrier is liable for damage sustained in case of death,
wounding or bodily injury of a passenger upon condition only that the accident which caused the
death or injury took place on board the aircraft or in the course of any of the operations of
embarking or disembarking.
2. Carrier’s liability for damage sustained in case of death or bodily injury of a passenger due to an
accident taking place on board the aircraft or in the course of any of the operations of embarking or
disembarking is not subject to any financial limit.
3. For damages not exceeding 100,000 SDR (approx. € 115,000) sustained in case of death or bodily
injury of a passenger, the carrier shall not be able to exclude or limit its liability.
4. The Carrier will not be liable for damage sustained in case of death or bodily injury of a passenger to
the extent that they exceed 100,000 SDR (approx. € 115,000) if it proves that:
o such damage was not caused by the negligence, wrongful act, or omission of the Carrier or of its
employees or agents; or that
o such damage was caused exclusively by the negligence, wrongful act, or omission of a third party.
5. If the passenger’s age or physical and/or mental state are such that air carriage implies any risk or
danger for such passenger, the Carrier will not be liable for the worsening of such state, or for the
arising of any illness, injury, disability, or death, that can be attributable to such state.
6. Carrier’s insurance coverage for liability to passengers is adequate and conforms to applicable laws.
7. The Carrier must, without delay, and in all cases within 15 (fifteen) days after identification of the
individual entitled to damages, make advance payments required to satisfy immediate economic needs
in proportion to the damage suffered.
8. In case of death, advance payments will not be less than 16,000 SDR (approx. € 18,400) per
An advance payment does not constitute acknowledgement of liability, and may be offset against any
additional amount due based on Carrier’s liability.
The Carrier has the right to demand total or partial restitution of such advance payment if such payment
is deemed to have been unwarranted because it is subsequently proved that the damage was caused in
whole or in part by the negligence of the injured or deceased passenger, as well as if it is subsequently
demonstrated that the beneficiary of the advance payment had provoked or contributed to the damage
with his/her negligence or if he/she is not the person entitled to compensation.
for damage to baggage
1. According to applicable regulations, the Carrier is liable for damage sustained in case of destruction
or loss of, or damage to, checked baggage upon condition only that the event which caused the
destruction, loss or damage took place on board the aircraft or during any period within which the
checked baggage was in the charge of the Carrier. However, the Carrier is not liable if and to the
extent that the damage resulted from the inherent defect, quality or vice of the baggage.
2. If the Carrier admits the loss of the checked baggage, or if the checked baggage has not arrived at the
expiration of 21 (twenty-one) days after the date on which it should have arrived, the passenger is
entitled to enforce against the Carrier the rights deriving from the contract of carriage.
3. In case of unchecked baggage, the Carrier is liable if the damage derives from its fault or that of its
employees or agents.
4. In the carriage of both checked and unchecked baggage, the liability of the Carrier in case of
destruction, loss, or damage is limited to 1,000 SDR (approx. € 1,500) per passenger.
Notwithstanding the above, the passenger has the right, when the checked baggage is handed over to
the Carrier, to make a special declaration of interest in delivery at destination, paying a
supplementary sum if so required. In that case the Carrier will be liable to pay a sum not exceeding
the declared sum, unless it proves that the sum is greater than the passenger's actual interest in
delivery at destination.
5. Provisions regarding the limits of Carrier’s liability in case of destruction, loss or damage of both
checked and hand baggage will not apply if it is proved that the damage resulted from an act or
omission of the Carrier, its employees or agents, done with intent to cause damage or recklessly and
with knowledge that damage would probably result; provided that, in the case of such act or omission
of an employee or agent, it is also proved that such employee or agent was acting within the scope of
6. The Carrier is not liable for personal injury and damage to the passenger’s baggage caused by the
contents of such baggage. The passenger whose baggage has caused injury to another passenger or
damage to another passenger’s baggage or to Carrier’s property will have to compensate the Carrier
for all such damage and the expenses deriving there from.
7. The Carrier is not liable for damage to checked baggage if such baggage consists of goods or objects
that do not come under the definition of checked baggage contained in these G.C.C. In particular, the
Carrier will not be liable for damage to or the loss of valuable, fragile, or perishable objects, cash,
jewels, silverware and precious metals in general, negotiable securities, credit instruments, stock and
bond certificates or other securities, business, or commercial documents, sample collections,
passports and other personal identification documents, that have been placed in the passenger’s
checked baggage contrary to the provisions of Art. 9 of these G.C.C.
8. If the weight of checked baggage is not recorded on the baggage check, it is assumed that the total
weight of checked baggage does not exceed the weight allowance for the service class in question.
carrier’s liablity for damage
due to delay in carriage of passengers
1. According to applicable regulations, the Carrier is liable for damage caused by delayed carriage of
passengers. Nevertheless, the Carrier is not liable for damage caused by delay if it proves that it and
its employees and agents took all measures that could reasonably be required to avoid such damage,
or that it was impossible for them to take such measures.
2. In case of damage caused by delay in the carriage of passengers, Carrier’s liability is limited to 4,150
SDR (about € 4,773) per passenger. Such limit will not apply if it is proved that the damage resulted
from an act or omission of the Carrier, its employees or agents, done with intent to cause damage or
recklessly and with knowledge that damage would probably result; provided that, in the case of such
act or omission of an employee or agent, it is also proved that such employee or agent was acting
within the scope of his/her employment.
3. The Carrier is liable for damage caused by delayed carriage of passenger’s baggage. Nevertheless, the
Carrier is not liable for damage caused by delay if it proves that it and its employees and agents took
all measures that could reasonably be required to avoid such damage, or that it was impossible for
them to take such measures.
4. In case of damage caused by delay in the carriage of baggage, Carrier’s liability is limited to 1,000 SDR
(about € 1,500) per passenger. Such limit will not apply if it is proved that the damage resulted from
an act or omission of the Carrier, its employees or agents, done with intent to cause damage or
recklessly and with knowledge that damage would probably result; provided that, in the case of such
act or omission of an employee or agent, it is also proved that such employee or agent was acting
within the scope of his/her employment.
uniform rules regarding
1. If the Carrier proves that the damage was caused or contributed to by the negligence or other
wrongful act or omission of the person claiming compensation, the Carrier will be wholly or partly
exonerated from its liability to the claimant to the extent that such negligence or wrongful act or
omission caused or contributed to the damage. When by reason of death or injury of a passenger
compensation is claimed by a person other than the passenger, the Carrier will likewise be wholly or
partly exonerated from its liability to the extent that it proves that the damage was caused or
contributed to by the negligence or other wrongful act or omission of that passenger.
2. The Carrier is not liable for damage that may result from its or the passenger’s compliance with laws,
regulations, orders and instructions from authorities.
3. In no case can Carrier’s liability exceed the amount of damage proved. Moreover, the Carrier is not
liable for indirect or consequential damages, understood as damages that are not foreseeable as
normal effects of Carrier’s default or wrongful act. Nor will the Carrier be liable for damage that the
passenger could have prevented by using ordinary diligence.
4. Any exclusion or limitation of Carrier’s liability will also apply to its agents, employees, assistants and
servants, provided it is proved that they acted within the scope of their employment, as well as any
company – and its agents, employees or representatives – whose aircraft is used by the Carrier.
5. Unless otherwise established to the contrary, no rule contained herein causes or implies Carrier’s
waiver of any exclusion or limitation of liability provided the Carrier under the Montreal Convention
or under other applicable laws.
time limitation on
claims and actions
1. Receipt by the person entitled to delivery of checked baggage without complaint is prima facie
evidence that same has been delivered in good condition and in accordance with the document of
2. In case of damage to checked baggage (destruction, deterioration, tampering, total or partial loss,
delay), the person entitled to delivery must:
• as soon as the damage is discovered, immediately file a report with the Carrier at the airport of
destination, using the appropriate form that includes a detailed list of the contents of the baggage,
• complain within 7 (seven) days from the date of receipt of checked baggage in the manner
specified by the Carrier or by its authorized agents when the damage report is filed. In case of
delay, the complaint must be made at the latest within 21 (twenty-one) days from the date on
which the baggage has been placed at his/her disposal.
If the damage can be noted when checked baggage is received, the person entitled to delivery must
make an immediate complaint. Otherwise, when the complaint is presented the passenger will have
to prove that the damage occurred during the period in which the Carrier had charge of the checked
baggage, and not before or after such period.
3. The complaint must be made in writing and presented or transmitted by the above-mentioned
deadlines. In the absence of an immediate report, where possible, and of a complaint by such
deadlines, no action may be brought against the Carrier, unless the Carrier has committed fraud.
4. With regard to the carriage of passengers and unchecked baggage, the right to damages shall be
extinguished if an action is not brought within two years from the date of arrival at the destination or
from the date on which the aircraft ought to have arrived, or from the date the carriage was
interrupted. The method of calculating that period shall be determined by the law of the court seized
of the case. In case of checked baggage, the right to damages shall be extinguished if an action is not
brought within two years from the date of delivery or from the date that delivery should have been
made. The method of calculating that period shall be determined by the law of the court seized of the
5. In the carriage of passengers and baggage, any action for damages, however founded, under the
contract of carriage, can only be brought subject to the conditions and such limits of liability as are
set out in the Montreal Convention and implemented by these G.C.C., without prejudice to the
question as to who are the persons who have the right to bring suit and what are their respective
rights. In any such action, punitive, exemplary or any other non-compensatory damages shall not be
6. An action for damages must be brought, at the option of the plaintiff, before:
a) the court of the domicile of the Carrier, or
b) the court of Carrier’s principal place of business, or
c) the court where the Carrier has a place of business through which the contract was stipulated,
d) the court of the place of destination.
In respect of damage resulting from the death or injury of a passenger, an action may be brought
before one of the courts mentioned in the previous paragraph, or
e) in the territory of a Member State of the European Union or party to the Montreal Convention
in which at the time of the accident the passenger has his or her principal and permanent
residence and to or from which the Carrier operates services for the carriage of passengers by
air, either on its own aircraft, or on another carrier's aircraft pursuant to a commercial
agreement, and in which the Carrier conducts its business of carriage of passengers by air from
premises leased or owned by the Carrier itself or by another carrier with which it has a
For purposes of the above:
a) ‘commercial agreement’ means an agreement, other than an agency agreement, made between
carriers and relating to the provision of their joint services for carriage of passengers by air;
b) ‘principal and permanent residence’ means the one fixed and permanent abode of the passenger
at the time of the accident. The nationality of the passenger shall not be the determining factor in
this regard. Questions of procedure shall be governed by the law of the court seized of the case.
changes and waivers
When the ticket is reserved, the passenger is informed that no agent, employee, or servant of the Carrier has
the power to substitute, change, or cancel the rules in these G.C.C.
No clause in these G.C.C. may be interpreted as a waiver of Carrier’s legal obligations.