When reading the present terms and conditions, please note as follows:
"AUTHORISED AGENT" means a passenger sales agent whom we have authorised to represent us in selling carriage by air products on our services.
"VOLUNTARY STOP" means a scheduled stop during your journey at a point between where it starts and where it ends.
"CHECKED BAGGAGE" means any baggage of which we take custody and for which we have issued a Baggage Check.
"UNCHECKED BAGGAGE" means any Baggage which belongs to you other than Checked Baggage".
"TICKET" means either the document entitled "Passenger Ticket and Baggage Check" or the Electronic Ticket with Coupons; both are issued by ourselves or on our behalf and include the Contract of Carriage and Notices to Passengers.
"SUPPLEMENTARY TICKET" means a Ticket issued in your name jointly with another Ticket, together with which it constitutes a single contract of carriage.
"ELECTRONIC TICKET" means the Itinerary/Receipt which we issue or which is issued in our name, the Electronic Coupon and a boarding card as the case may be.
"BAGGAGE CHECK" means that part of your Ticket relating to carrying your Checked Baggage.
"DESIGNATOR CODE" means the two characters or three letters identifying each air carrier.
"AIR CARRIAGE CONTRACTOR" means the carrier who concludes a contract for carriage with a passenger or, if the contract includes a package, the travel organiser. Anyone who sells tickets is also deemed to be the air carrier's contractor.
"TERMS AND CONDITIONS OF CARRIAGE" means the declarations which are contained in or furnished with your Ticket or Itinerary/Receipt, which are clearly identified and which incorporate by way of reference and the present General Terms and Conditions of Carriage and any particular rules or conditions which may apply between Ourselves and You.
"CONVENTION" means any of the foundations in law below, as the case may be:
The Convention for the Unification of certain rules relating to international carriage by air signed at Warsaw on 12 October 1929 (referred to hereinafter as the 'Warsaw Convention');
The Warsaw Convention as amended at The Hague on 28 September 1955;
The Warsaw Convention as amended by Additional Protocol no. 1 of Montreal (1975);
The Warsaw Convention as amended at The Hague and by Additional Protocol no. 2 of Montreal (1975);
The Warsaw Convention as amended at The Hague and by Additional Protocol no. 4 of Montreal (1975);
The Supplementary Convention of Guadalajara (1961) ('Guadalajara');
The Montreal Convention (1999);
Regulation (EC) no. 889/2002 of the European Parliament and of the Council of 13 May 2002 amending Council Regulation (EC) no. 2027/97 on air carrier liability in the event of accidents;
Regulation (EC) no. 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delays of flights, and repealing Regulation (EEC) no. 295/91;
Regulation (EC) no. 2111/2005 of the European Parliament and of the Council of 14 December 2005 on the establishment of a Community list of air carriers subject to an operating ban within the Community and on informing air transport passengers of the identity of the operating air carrier.
"COUPON" means both a paper or electronic Flight Coupon, both allowing the named passenger to travel on the specified flight.
"FLIGHT COUPON" means that part of your ticket marked 'good for carriage' or, in the case of an Electronic Ticket, the Electronic Coupon indicating the precise places between which you are entitled to be transported.
"ELECTRONIC COUPON" or “PASSENGER RECEIPT" means that part of the Ticket which we issue or which is issued in our name and which is named as such; you must keep this part of your Ticket.
"DAMAGE" covers the death or injury of or any other damage to a Passenger, total or partial loss, the flight or any other damage arising out of the carriage or in connection with this or any other transport-related services we provide.
"SDRs" are Special Drawing Rights as defined by the International Monetary Fund.
"AGREED INTERMEDIATE STOPS" means the designated stops other than points of origin and destination shown on the Ticket or stated in our flight schedule as scheduled stops on your route.
"BAGGAGE TAG" means a document issued solely for the purpose of identifying Checked Baggage.
"FORCE MAJEURE" means extraordinary unforeseeable events which are beyond your control, the consequences of which could not be avoided even if all possible precautionary measures had been taken.
"CHECK-IN DEADLINE" means the time specified by the airline by which you must have completed all registration formalities and received your boarding pass.
"ITINERARY/RECEIPT" means a document or documents which we issue to Passengers travelling on Electronic Tickets bearing the Passenger's name, flight details and notices.
"DAYS" means calendar days, including all seven days of the week; provided that, for notification purposes, the day notice is sent is not counted; and provided further that for the purposes of determining the duration of validity of a Ticket, the day that Ticket is issued or the day on which the flight commences is not counted.
"WE", "US", "OUR" and "OURSELVES" means Air Belgium SA/NV, whose registered offices are at 7 rue Emile Francqui, 1435 Mont-Saint Guibert, Belgium, company/VAT registration no. 0648 801 623, whose place of business is at 7 rue Emile Francqui, 1435 Mont-Saint Guibert, Belgium.
"PASSENGER" means any person other than crew members who is being carried or to be carried by air by virtue of a Ticket. (See also the definition of 'you', 'your' and 'yourselves').
"STOPOVER" means a break in your journey which exceeds 24 hours at a scheduled stopover between the point of origin and point of destination.
"TARIFFS" are flight tariffs and taxes, costs, charges or surcharges due approved by the competent authorities if prescribed.
"CARRIER" means an air carrier (other than ourselves) whose airline designator code appears on your Ticket or Supplementary Ticket.
"YOU", "YOUR" and "YOURSELVES" means anyone other than crew members who is being carried or to be carried by air by virtue of a Ticket (see also definition of 'Passenger').
2.1 General notes
Our General Terms and Conditions of Carriage apply only to flights, or flight sectors, for which we appear with our name or airline designator code in the box on the ticket concerned.
2.2 Charter flights
If you are travelling under a charter contract, these General Terms and Conditions of Carriage only apply insofar as they are mentioned expressly or otherwise in the charter agreement or on your Ticket.
2.3 Codeshare flights
Some of our services are provided on a codeshare basis. This means that, even if you have booked with us and you have a Ticket showing us as the contracting carrier, i.e. on which our Designator Code appears, the flight may be made by another company as the actual carrier. We will inform you who will be the operating carrier as laid down in Article 18 of the present General Terms and Conditions of Carriage, and we will ask you to agree to the actual carrier in principle before making your booking. For flights to and from the United States, the operating carrier's Tarmac Delay Contingency Plan applies.
2.4 Overriding law
The present General Terms and Conditions of Carriage only apply insofar as they do not conflict with applicable laws, in which case those laws would prevail.
2.5 Prevalence of general terms and conditions
Unless expressly stated otherwise, should there be any conflict between the present General Terms and Conditions of Carriage and any other regulations we have issued to carry passengers, the present General Terms and Conditions of Carriage will prevail.
3.1. General Provisions
3.1.1 We will provide carriage only to the Passenger named on the Ticket, and you may be required to provide appropriate proof of identity.
3.1.2 The Ticket which entitles passengers to a flight on our services constitutes prima facie evidence of the contract of carriage between the Carrier (us) and the Passenger (you) whose name appears on the ticket, and includes by way of reference all the present Terms and Conditions as matters of contract.
3.1.3 Tickets are non-transferable. You alone are authorised to use them for the flight.
3.1.4 You must choose the offer which best meets your needs. Please verify whether you need insurance to cover the costs of cancelling your Ticket. Some Tickets are sold at reduced rates, and such Tickets may be partially or totally non-refundable, with the exception of taxes, costs Charges and surcharges levied by a government or the airport entity which would not be due if you do not board. You can request their refund, to the extent these amounts have not been levied or have been refunded to us, by sending your request at Air Belgium SA, Customer Relations, 7 rue Emile Francqui, 1435 Mont Saint Guibert, Belgium. You may be charged a fee of EUR 10 on this occasion.
3.1.5 If you have a Ticket as described in section 3.1.4 which has not been used at all and you cannot travel for reasons of force majeure, we will issue you with a credit note for a future flight with us, provided you let us know promptly and provide us with evidence of the force majeure event. The credit note will be equal to the price of the flight which cannot be refunded from which we will deduct administration costs.
3.1.6 Tickets are and remain the property of the Carrier which issued them and the Carrier which issued them may seize them.
3.1.7 Unless you have an Electronic Ticket, you will not be carried on a flight unless you present a valid Ticket containing the Coupon for that flight and all the other flight Coupons unused and the Passenger Coupon. You will not be entitled to be carried if the Ticket presented has been spoiled or altered except by our Authorised Agents or ourselves. If you are using electronic ticketing, you cannot be carried on a flight unless you produce appropriate identification and if a valid Electronic Ticket has been issued in your name.
3.1.8(a) Except for electronic tickets, should a paper Ticket be lost or spoiled, wholly or in part, or if you cannot present a paper Ticket containing the Passenger Coupon and all unused Flight Coupons, we will replace that Ticket for you, wholly or in part, issuing a new Ticket, strictly on condition that the original Ticket was issued by us. When making the application, you must show us definite proof that we issued a valid Ticket for the flight(s) in question and you must agree in writing to indemnify us or any other Carrier if the Ticket is used fraudulently against all ancillary and demonstrable costs and losses up to the price of the original Ticket which we or another Carrier suffered due to the Ticket being used fraudulently. We will not reclaim any reimbursement from you for any such losses which result from our own negligence. The issuing Carrier may charge administration and re-issue fees for this service unless our Authorised Agents or ourselves are responsible for the Ticket being lost or spoiled.
(b) If this evidence cannot be produced, and/or if you refuse to provide your consent, the issuing Carrier may require you to pay the full price of the replacement Ticket before issuing a new one. Tickets which are lost or stolen may be eligible to be reimbursed, less the applicable administrative and case costs from when the Carrier who issued the lost or spoiled original is satisfied that the original Ticket which was lost or spoiled was not used while still valid. Should your original Ticket turn up while it is still valid and you return it to the Carrier who issued the new Ticket, you will be reimbursed on that date.
3.1.9 Tickets are valuable documents, and passengers should take appropriate precautions to keep them safe and prevent their being lost or stolen.
3.2 Term of validity
3.2.1 Unless the Ticket, the present Terms and Conditions or the Tariffs applicable (which may limit the validity of a ticket if the restriction is stated on it) state otherwise, a Ticket will be valid for:
(a) One year from when it is issued,
(b) If the first journey has been made within one year of its being issued, one year from the date of the first journey as shown on the Ticket, whichever of these two periods is longer.
3.2.2 If you cannot start your journey while the Ticket is still valid because, when you request booking a flight, we cannot confirm that booking, we will extend its validity. Alternatively, you may claim a refund subject to the provisions of Article 10.
3.2.3 Should a Passenger die during a journey or before making a journey or there is a death in their close family, we will refund the ticket on presentation of a duly completed death certificate. In the latter case, and if the Passenger so requests, we may agree to carry them on another date subject to availability.
3.3 Order and use of coupons
3.3.1 The Ticket you have purchased is valid only for the route stated on it and for carriage from the point of departure via any Intermediate Stops to the destination. The price paid is equal to the flight Tariff as shown on the Ticket. The price is based on the order of the coupons, and this order forms an essential element of our Contract with you. Tickets will not be accepted and will cease to be valid entirely unless all the Coupons are used in the order issued as shown on the Ticket (see Article 3.3.6).
3.3.2 Should you wish to change any aspect of your voyage, and insofar as your ticket's tariff conditions allow, you must contact us in advance. We will then calculate the price of your new journey, and you will have the option to accept it or maintain your itinerary as is defined on your Ticket. If you have to change your journey for reasons beyond your control, you must contact us as soon as possible. We will make every effort to carry you on the terms and conditions originally agreed to your next Intermediate Stop or your destination.
3.3.3 Should you change your itinerary without our consent, we will calculate the precise price for your actual journey. You must pay us the difference between the price you paid and the price calculated for the change of carriage. We will reimburse you with the difference if the new price is less; unused Coupons on your Ticket will be null and void.
3.3.4 Please note that some changes of itinerary do not affect the price; others, such as changing the point of departure (if you are not using the first Coupon, for example) or if you reverse your itinerary, may incur a higher price. Some prices are only valid for the dates and flights shown on the Ticket, and cannot be varied at all or only on paying a supplement.
3.3.5 Each flight Coupon of your Ticket is valid for carriage in the class specified thereon on the date and for the flight for which the booking was made. If a Coupon was originally issued without a booking, the seat may then be reserved at the applicable Tariff and subject to seats being available on the flight in question.
3.3.6 Should you fail to show for a flight without notifying us beforehand or within a reasonable timeframe , we may cancel your booking for your return or continuation flight; but if you notify us that you will be unable to travel beforehand or within a reasonable timeframe, we will not cancel your future bookings, although we will issue a new Ticket and recalculate its price based on the new routing.
3.4 Interrupting your journey
You can only break your journey at an Intermediate Stop and then only if that was agreed with us before flying and is stated adequately on your Ticket.
If you have a Ticket at the standard fare, you may, while that ticket remains valid, break your journey at any Intermediate Stop, provided the authorities concerned and our flight schedules allow.
If you have a special price Ticket, breaks of journey may be limited or excluded.
3.5 Carrier's name and address
Our name may appear on the Ticket in abbreviated form, as our Designator Code or in any other way. Our address will be deemed to be that of the departure airport shown against the first abbreviation of our name in the Carrier box or, in the case of an Electronic Ticket, as indicated for our first flight segments in the Itinerary/Receipt.
4.1 Tariffs
Tariffs apply only to carriage from the departure airport to the destination airport unless stated otherwise. They do not include ground transport between airports or between airports and city terminals. Your journey price is calculated based on our Tariffs in force on the date you pay for your Ticket to travel on the dates and itinerary stated on it. Changing your itinerary or travel dates may affect the price you have to pay.
4.2 Costs and taxes
You must pay taxes, costs, charges and surcharges levied by governments, any other authorities, airport managers or Ourselves. We will tell you what those taxes, costs, charges and surcharges are when you buy your ticket. The taxes, costs, charges and surcharges which apply to air travel change regularly and may even sometimes be created after your Ticket is issued. Should any taxes, costs, charges or surcharges imposed by a third party be increased, you must pay the difference, even if they are levied after your Ticket is issued; likewise, should the taxes, costs, charges or surcharges imposed by a third party and perceived by uswhen we issued the Ticket be abolished or reduced, you can have them refunded, provided the authorities or other bodies which levied them have refunded them by sending your request at Air Belgium SA, Customer Relations, 7 rue Emile Francqui, 1435 Mont Saint Guibert, Belgium. You may be charged a fee of EUR 10 on this occasion.
4.3 Currencies
Tariffs, taxes, costs and charges are payable in cash or by some other mode of payment we accept in the currency of the country in which your Ticket was issued, unless our Accredited Agents or we ourselves accept another currency at the time your Ticket is paid for (if the local currency cannot be converted, for example). We are free to accept payment in other currencies.
4.4 Payment by credit card
If the credit card holder is the passenger or one of the passengers named in the booking, they agree to present the credit card used for that booking at any time during the journey on demand. If the credit card holder is not the passenger or any of the passengers named in the booking, the credit card holder (or sponsor) agrees to send us a copy of the front and back of the credit card used in making the booking on demand.
5.1 Booking terms
5.1.1 We or our Authorised Agents will enter your booking(s) in our system, and will confirm them in writing if you wish.
5.1.2 Some Tariffs may be subject to conditions which limit or exclude your right to change or cancel your bookings.
5.1.3 If you make bookings by remote contract, you cannot cancel your purchases.
5.2 Closing date for paying for tickets
If you have not paid for your Ticket by the date specified by us or our Authorised Agents, we may cancel your booking.
5.3 Personal data
You recognise that personal data about you has been provided to us for the following purposes: making bookings, buying Tickets, obtaining ancillary services, providing and developing services, facilitating the accomplishment of administrative formalities relating to immigration and admission to the country, ensuring the safety, security and health in accordance with the Belgian law of 27 June 1937 amending the law of 16 November 1919 and for other administrative and legal purposes and providing this data to the public and judicial authorities on demand. To these ends, you authorise us to keep this data, use it and disclose it to our own agencies, Authorised Agents, government authorities, other Carriers and service providers stated above (including service providers acting as processing contractors in accordance with the provisions of the law which apply). You also release us from any liability for disclosing this data to other organisations for the same purposes. As our company trades globally, you agree your personal data may be sent to countries outside the European Economic Area, including third countries which do not provide adequate protection levels, like the United States. We will make every effort to protect your personal data when sending it, including using the contract clauses of the EC as the case may be. You have the right to access and restrict personal data about you and demand that any incorrect data be corrected. You can exercise these rights by writing to us at Air Belgium, 7 rue Emile Francqui, 1435 Mont-Saint Guibert, Belgium.
5.4 Allocating seats
We will try to meet your seat allocation requests, but cannot guarantee you will be allocated the seat you want.
We reserve the right to change seat allocations at any time, even once you are on board, for operating, regulatory or safety reasons or for reasons beyond our control.
5.5 Reconfirming bookings
5.5.1 Bookings for onward or return journeys may have to be reconfirmed within the times provided. We will advise you if we require reconfirmation and where and how to do this.
5.5.2 You should check with any other Carriers involved in your journey about reconfirming your booking, and you must reconfirm your flight with the Carrier whose Designator Code appears on your Ticket.
5.6 Contacts
Under current European law, you have the right to give us the name and address of a contact who must be informed if your aircraft is involved in an accident. We wish to use this to ensure that your families can be informed as soon as possible. The data you give us will not be disclosed to any third parties or used for commercial purposes. To nominate a contact for a booking which has already been made, please contact a Service Centre or the travel agents who made your booking.
6.1 Check-in deadlines vary from one airport to another, and we advise you to find out about these deadlines and keep to them. We reserve the right to cancel your bookings if you fail to meet check-in deadlines stated. Our Authorised Agents or ourselves will inform you what the check-in deadline is for your first flight with us; you must find out what the check-in deadlines for all further flights on your journey yourself. For our own flights, this time appears on our flight schedules, or you can ask us or our Authorised Agents.
6.2 You must be at the boarding gate no later than the boarding time stated at the time of booking.
6.3 If you do not arrive at the boarding gate in time, we may cancel the seat reserved for you.
6.4 We cannot accept any liability for any loss or financial consequences you suffer if you fail to comply with the provisions of this Article.
7.1 Right to refuse carriage
We may refuse to carry you or your Baggage on our flights if we have notified you previously in writing that we will be ceasing to do so from a certain date.
We may also refuse to carry you or your Baggage, particularly for one or more of the reasons below, some of which, particularly conduct on board, are offences under the Belgian law of 27 June 1937 amending the law of 16 November 1919 if:
7.1.1 We have to do so to comply with laws, regulations or other official provisions in force;
7.1.2 Carrying you or your Baggage might endanger or affect the safety, health, comfort or convenience of the other Passengers or the crew;
7.1.3 Your physical or mental condition, including a condition caused by consuming alcohol or taking drugs or medication means you are a risk or hazard to yourself, other Passengers, the crew or property;
7.1.4 You were guilty of misconduct on a previous flight and we have reason to believe you may do so again;
7.1.5 You have refused to submit yourself or your baggage to a security check;
7.1.6 You have not paid the Tariff applicable or all the costs, taxes or charges due;
7.1.7 You have refused to obey instructions or behaved threateningly, abusively, insultingly or insubordinately towards any member of our ground staff or crew;
7.1.8 You have impeded a member of our ground staff or crew intentionally in performing their duties;
7.1.9 You committed a criminal offence while checking in, boarding or on board the aircraft;
7.1.10 You failed to check in before the check-in deadline or show at the boarding gate on time;
7.1.11 You have refused to submit to any screening (x-ray) or health examination which We, the government or operating authority require;
7.1.12 You do not appear to have any valid travel documents, or you may be trying to enter a country for which you only have a transit visa or for which you do not have any valid travel documents, likewise if we have reason to believe that you may destroy your travel documents while in flight or refuse to hand them over to our crew against a receipt;
7.1.13 You present a Ticket which was acquired fraudulently or purchased from an organisation other than ourselves or one of our Authorised Agents, or which has been reported as lost or stolen or amounts to a forged Ticket, likewise if you cannot prove you are in fact the person named on the Ticket;
7.1.14 You have failed to comply with the instructions as stated in paragraph 3.3 concerning the order and use of Flight Coupons, or have presented a Ticket which was not issued or modified by any of our Authorised Agents or ourselves or have presented a damaged Ticket;
7.1.15 You fail to comply with our safety instructions.
You will be liable for all costs resulting from your behaviour and which led us to refuse to allow you to board, and you will not be entitled to any refund on the ticket unused.
7.2 Special assistance
7.2.1. Excepting flights to and from the United States, unaccompanied children, disabled persons, pregnant women and anyone who is ill or anyone else who needs special assistance cannot be carried unless we have previously agreed and we have been informed of their special needs when booking their flight. We will be within our rights to refuse to carry any passengers who failed to inform us of their needs before booking their flight. We cannot then refuse to carry passengers who have notified us of their disabilities or special needs at the time they bought their Tickets to which we have agreed on the grounds that they are disabled or have special needs.
7.2.2. Excepting flights to and from the United States, if you are a disabled passenger, we will be within our rights to demand that you have a companion travelling with you if that is necessary for your own safety or if you could not evacuate the aircraft or understand safety measures.
7.2.3. Excepting flights to and from the United States, if you are a disabled passenger, we will carry you provided special arrangements have been made to meet your special needs. Should you fail to inform us of your special needs when booking your flight, we will nonetheless try reasonably to provide you with assistance and meet your special needs.
7.2.4. If you are a passenger who requires special assistance, we may ask you to present yourself in enough time to enable us to assist you within the time required.
7.3 Children
a) Children under five cannot travel unless accompanied by an adult, i.e. a person aged 18 at least or 16 at least if they are the child's brother or sister.
b) Children under two cannot travel unless they are each accompanied by one or more adults.
c) Children between five and 12 cannot travel unaccompanied by an adult unless we agree beforehand.
d) Children under 12 travelling unaccompanied by an adult must be registered as 'unaccompanied minors'. They are carried subject to certain conditions, which are available from our sales outlets. Unaccompanied minors are carried subject to an additional fee.
8.1 Baggage allowance
You can carry a certain number of items of Baggage free of charge insofar as the tariff terms and conditions of your ticket allow you to do so. Your baggage allowance will be shown on your Ticket, or, if you have an Electronic Ticket, on your Itinerary or Receipt, depending on the baggage rules which apply at the time of the flight. If in any doubt, do not hesitate to contact our Authorised Agents or ourselves for any further details of your baggage allowance or our baggage rules.
8.2 Excess Baggage
You must pay extra to carry Baggage in excess of your allowance. We can give you details of these Tariffs on request. Unless agreed otherwise with the Carrier beforehand, they cannot carry the excess Baggage on one or more subsequent flights. Should you wish to carry more than 100 kg of excess baggage and/or objects which are bulky or awkward to carry (e.g. bicycles), you must inform us beforehand.
8.3. Declaration of special interest in delivery
You can declare a value for checked baggage which exceeds the limits of liability which apply, for a fee of € 2 for every € 100 of value declared over our maximum limit of liability. Should you decide to make such a declaration, you must pay the fees which apply at the ticketing counter. Declaration fees will be payable at the place where your journey begins through to your destination, unless flights are not operated by Us, in which case the declaration of special interest in delivery must be made and paid for to the carrier who is actually operating the flight. If there is a Stopover, we can only accept a declaration of special interest as far as that Stopover. We cannot accept declarations of special interest in delivery for checked baggage if they will be carried in part by another carrier.
We will accept your baggage with a declared value of up to € 4,000 above our maximum limit of liability provided your baggage is described and packed directly and undamaged.
You must re-declare your baggage and pay the charges applicable each time you check it in.
8.4 Items unacceptable as Baggage
8.4.1 Your Baggage must not contain:
8.4.1.1 Anything which is liable to put the aircraft, persons or property on board at risk, as specified, for example, in the Technical Instructions for the Safe Transport of Dangerous Goods By Air of the International Civil Aviation Organisation (ICAO), the International Air Transport Association (IATA)'s Dangerous Goods Regulations and our own rules (you can obtain any additional information required simply by asking);
8.4.1.2 Objects which are prohibited from being carried by laws or regulations in force in the States of departure or destination;
8.4.1.3 Objects we believe are unsuited to being carried because they are dangerous, unsafe because of their weight, dimensions, shape or nature, or again because they are fragile or perishable, including for the type of aircraft used. We will tell you what objects cannot be carried merely if asked;
8.4.2. Firearms and munitions other than those intended to be used for hunting or sport may not be carried as Baggage. Firearms and munitions intended to be used for hunting or sport will only be accepted as Checked Baggage. Firearms must be unloaded, with the safety catch on, and suitably packed. Munitions are carried subject to the ICAO and IATA rules as stated in paragraph 8.4.1.1 which require them inter alia to be packed separately from firearms.
8.4.3. Checked baggage must not contain fragile or perishable items, foodstuffs, statues and works of art, medication, banknotes or coins, keys, jewels, precious metals, personal electronic devices (particularly laptops, computers, mobile phones, photographic equipment, cameras etc), negotiable securities, deeds and other valuable documents, samples, documents of a professional nature or any other tools of the trade which are or may be regarded as valuable objects, passports or other identity documents or any other objects of that kind.
8.4.4. However if you carry prohibited items in your baggage, as those mentioned under paragraphs 8.4.1, 8.4.2 and 8.4.3, our liability may be partially or wholly excluded in case of destruction, loss of, or damage to, or delay of these items in accordance with the applicable law.
8.5. Right to refuse carriage
8.5.1 Subject to the provisions of paragraphs 8.4.2 and 8.4.3, we refuse to carry the objects as stated in paragraph 8.4 as Baggage. Should we discover them, we may refuse to continue carrying them.
8.5.2. We may refuse to carry as Baggage any objects we reasonably believe to be unsuitable by reason of their size, shape, contents or nature or for safety or service reasons or the comfort of other Passengers. We will tell you what objects are not authorised to be carried merely if you ask.
8.5.3. We may refuse to carry as Baggage any objects we believe are not correctly and securely packed in suitable containers or packing. For details of packaging and contents we cannot accept, just ask.
8.6. Inspection rights
For safety/security reasons, we may ask you to authorise us to submit you yourself and/or your Baggage to be searched, X-rayed or examined by other means. If you are not available, your Baggage may be inspected or scanned in your absence to verify whether you are holding or your Baggage contains prohibited objects as stated in paragraph 8.4.1, or again if you are carrying arms or munitions which have not been notified to us under paragraph 8.4.2.
Should you refuse to meet such requests. we may refuse to carry you and your Baggage. Should these inspections or X-ray examinations damage your Baggage and its contents or again cause you personally Losses, we cannot be held liable for that unless it was caused by fault or negligence on our part.
8.7. Checked Baggage
8.7.1 When you check in your Baggage with us, we will take custody of it and issue you with a Baggage Tag for each item of baggage checked.
8.7.2. Each item of Checked Baggage must bear your name or other personal identification.
8.7.3. We will, insofar as is possible, carry your checked baggage in the aircraft you are travelling in, unless we decide to carry it on another flight to your destination airport for security/safety or service reasons. In that case, we will deliver the Baggage to you unless the applicable laws require you to be present when it clears customs.
8.7.4. Should the weight of your checked baggage not be recorded on your Ticket and if you have not paid any extra charge for excess weight, we will assume that the total weight of the baggage checked in question does not exceed your allowance until proven otherwise.
8.8. Unchecked Baggage
8.8.1 We may specify maximum dimensions and/or weights for Baggage which you can carry on board. If we have not done so, Baggage you carry on board must be put under the seat in front of yours or in the overhead lockers. If you cannot stow your Baggage because it is excessively heavy or could prove to be dangerous in some way, it must be carried as Checked Baggage.
8.8.2. Objects which cannot be carried in the hold (such as fragile musical instruments, for example), and which do not comply with the provisions of paragraph 8.8.1 cannot be accepted as cabin luggage unless you have notified us beforehand and we have agreed to authorise it. Such objects may be carried at an extra charge.
8.8.3. Some objects are no longer be accepted as Unchecked Baggage under European safety regulations; other objects are subject to a maximum quantity (100 ml) and/or special screening procedures. For more information on this, please contact us or our travel agents.
8.9. Collecting and delivering Checked Baggage
8.9.1 Subject to the provisions of paragraph 8.7.3, you must collect your Checked Baggage as soon as it is made available to you at your destination or Stopover. We may charge you a storage fee if you do not collect it within a reasonable time. Unless you collect it within three (3) months of its being made available, we may dispose of it without being liable towards you in any way.
8.9.2. The Baggage Check and Baggage Tag is required to be authorised to collect Baggage.
8.9.3. If someone claiming Checked Baggage cannot produce the Baggage Check or identify the Baggage via the Baggage Tag, we cannot release it to them unless they can prove they are entitled to it in a manner which appears satisfactory to us.
8.10. Animals
Only cats and dogs can be accepted on board our flights, some only subject to signing a release form.
If we agree to carry your animals, they will be carried subject to the terms below:
8.10.1 You must ensure that your animals, cats and dogs, are suitably carried in a transparent box and are accompanied by valid documents, such as health and vaccination certificates, entry permits and all other documents required by the country of destination or transit, failing which we cannot carry them. Carrying them may be subject to special regulations as we specify.
8.10.2. If accepted as Baggage, animals carried in their boxes and any food will not be included in your baggage allowance, but will count as excess baggage for which you must pay the extra charge due.
8.10.3. Guide dogs accompanying blind Passengers are carried free of charge in addition to the normal baggage allowance.
8.10.4. If carrying an animal is not subject to the provisions of the Convention on liability, we cannot accept any liability for the injury, loss, illness or death of any animal we have carried unless we were negligent.
8.10.5. We cannot accept any liability for animals which do not have one or more entry or exit documents, sanitary or other certificates in connection with entering or transiting a country, state or territory involved. The person carrying the animal must indemnify us for any fines, losses or other damages we may have to pay because they do not have those documents.
8.10.6. You will remain responsible for your animal at all times, and they will remain in your exclusive care while being carried. You will therefore be liable to bear all the costs involved in carrying your animal, including, but not limited to, any damage the animal causes to the aircraft, anyone on board the aircraft and any costs incurred as a result of an animal being refused access at the point of destination or Stopover if it does not have the travel documents required.
9.1. Flight times
9.1.1 Flight times indicated in our schedules may change between the date they are published and the date on which you travel. 9.1.2 Before accepting your booking, we will tell you what flights are scheduled on that date and list them on your Ticket. It may happen that we have to change the schedule after issuing your Ticket. If you give us your contact details, we will inform you of any of those changes, which may be due to technical or operational reasons beyond our control, such as weather conditions, maintenance problems, occurrence affecting safety etc. If we modify the flight schedule substantially after you have bought your Ticket, and this is unacceptable to you and if we cannot transfer you to a flight acceptable to you, you will be entitled to a refund.
9.1.2 Before accepting your booking, we will tell you what flights are scheduled on that date and list them on your Ticket. It may happen that we have to change the schedule after issuing your Ticket. If you give us a contact address, we will endeavour to inform you of any changes. Should we modify the flight schedule substantially after you have bought your Ticket, and this is unacceptable to you and we cannot transfer you to a flight acceptable to you, you will be entitled to a refund.
9.2 Cancellation, rerouting, delays etc.
9.2.1 We will do whatever is necessary to carry you and your Baggage on time. In doing so, to avoid having to cancel a flight, we may have to use a substitute aircraft or use another Carrier's services.
9.2.2 If your flight is cancelled and EC Regulation 261/2004 applies to your flight, and subject to its limits:
9.2.2.1. We will offer you a choice, subject to the provisions of EC Regulation 261/2004, between:
(i) Refunding your ticket within seven days at the price at which it was purchased for the part or parts of the journey which were not made (or for the parts of the journey which you can no longer use as opposed to your initial travel plan) and a return flight to your initial departure point as soon as possible;
(ii) Rerouting to your final destination on comparable terms of carriage as soon as possible;
(iii) Rerouting to your final destination, on comparable terms of carriage, at a later date to suit you, subject to seats being available. If you choose this option, you will pay for hotel, accommodation, meals and other carriage costs.
9.2.2.2. We also offer you, subject to the provisions of EC Regulation 261/2004:
(i) Meals and refreshments as appropriate to the waiting time;
(ii) Two telephone calls or the opportunity to send two telexes, faxes or e-mails;
(iii) Hotel accommodation and the shuttle between the airport and hotel if the reasonably expected departure time of the new flight is at least the day after the cancelled flight was originally scheduled to leave.
9.2.2.3. If you are entitled to compensation and where EC Regulation 261/2004 applies to your flight, such compensation will be determined according to the flight distance as described below:
a) All flights 1500 km or less
- Arrived more than two hours late: EUR 250.00
- Arrived less than two hours late: EUR 125.00
b) All intra-Community flights 1500 km or over
- Arrived more than three hours late: EUR 400.00
- Arrived less than three hours late: EUR 200.00
c) All non-intra-Community flights 1500-3500 km
- Arrived more than three hours late: EUR 400.00
- Arrived less than three hours late: EUR 200,00
d) All-non-intra-Community flights over 3500 km
- Arrived more than four hours late: EUR 600.00
- Arrived less than four hours late: EUR 300.00
Compensation will be paid either by electronic bank transfer, or by travel vouchers and/or other services or in cash if you agree.
You will not be entitled to compensation:
(i) If we informed you it would be cancelled at least two weeks before it was due to leave;
(ii) If we informed you it would be cancelled two weeks to seven days before it was due to leave if we offer you a rerouting which allows you to leave not more than two hours before your scheduled departure time and reach your final destination less than four hours after your scheduled arrival time;
(iii) If we informed you less than seven days before it was due to leave if we offer you a rerouting which enables you to leave within one hour before it was due to leave and reach your final destination less than two hours after your scheduled arrival time. If the flight was cancelled for reasons beyond the airline's control, such as political unrest, weather conditions, safety/security risks, unforeseen failures which could affect the safety of the flight, strikes or control tower decisions, the provisions on compensation will not apply and the obligations above may be limited or excluded.
9.2.3. In the event of delay, and where EC Regulation 261/2004 applies to your flight, if we can reasonably foresee that a flight will be delayed beyond its scheduled departure time for:
(a) Two hours or more for all flights of 1500 km or less;
(b) Three hours or more for all intra-Community flights over 1500 km and all other flights from 1500 to 3500 km;
(c) Four hours or more for all flights which do not qualify under points a) or b).
9.2.3.1. We will offer you subject to the provisions of EC Regulation 261/2004:
(i) Meals and refreshments reasonable in view of the waiting time and two telephone calls or the opportunity to send two telexes, faxes or e-mails;
(ii) Hotel accommodation and a shuttle between the airport and hotel if the reasonably expected new flight time is at least one day after the cancelled flight was due to leave;
(iii) If the delay is at least five hours, we will offer you a refund on the ticket within seven days at the price at which it was purchased for the part or parts of the journey not made (or which cannot be used, as opposed to under your original travel plans) and a return flight to your original point of departure as soon as possible.
9.2.3.2. If delays cause damages, our liability for each passenger will be limited under the Montreal Convention to 4,694 SDRs (approximately EUR 5,523 subject to fluctuation), and 1,131 SDRs (approximately EUR 1,330 subject to fluctuation), for baggage, unless it can be shown that those damages were due to an act or omission on the part of the carrier, it officers or agents made either with the intent to cause the damages or recklessly knowing that damages would probably result. The carrier will not, however, be liable for any damages caused by delays if it can show that it, its officers and agents did everything they reasonably could do avoid those damages or they were unable to take them.
10.1 General notes
Tickets will be refunded, wholly or in part, in accordance with the tariff regulations in force and on the terms below:
10.1.1 Except if the present Article provides otherwise, we will be authorised to make the refund either to the person whose name appears on the Ticket or the person who paid for the Ticket, provided they can show sufficient proof that they actually paid for it.
10.1.2 If a Ticket was paid for by a person other than the Passenger whose name appears on that Ticket, and if it offers limited refund facilities, we will make the refund to the person who paid for the Ticket or anyone they nominate in writing on presenting an identity document of the person who paid for the Ticket.
10.1.3. If no restriction was specified by the passenger named on the Ticket and the Ticket was paid for by a travel agency for and on behalf of the passenger, we may refund the Ticket to the travel agency which made the original payment.
10.1.4 Unless a Ticket is lost, we will not refund it unless you return the Ticket and all unused Flight Coupons to us.
10.2 Right to refuse refunds
10.2.1 We may refuse to refund Tickets if you apply after they have expired.
10.2.2 We may refuse to refund Tickets which have been presented to us or the authorities of a country as evidence that you intend to leave that country unless you provide adequate proof that you have permission to stay in that country or that you intend to leave via another Carrier or another means of transport.
10.2.3. We may refuse to refund a Ticket if that Ticket was seized because the traveller was carrying fraudulent or invalid travel documents, identity card or passport (see Article 3.1.6).
10.3 Currency
We reserve the right to refund a Ticket using the same payment method and in the same currency as that in which it was paid for.
10.4 Persons authorised to make refunds
Voluntary refunds will only be made by the Carrier which originally issued the Ticket or its duly approved Agent.
11.1 General
If we reasonably believe that you are likely to behave on board in such a way as to put the aircraft, people or property at risk, prevent the crew performing their duties, or that you will fail to follow their advice, including but not limited to that on using tobacco, alcohol or drugs, or again should you conduct yourself in a way which is or is likely to lead to inconvenience or discomfort to other Passengers or the crew, to cause Damages or injury, we may take any steps we consider reasonably necessary, including restraining you, to prevent you from continuing to do so. We may oblige you to disembark, refuse to continue carrying you and refuse to carry you on our airline's routes in future. You may also be prosecuted for any offences you may have committed on board the aircraft under the Belgian law of 27 June 1937 amending the law of 16 November 1919. Should your behaviour oblige us to divert the aircraft to an unscheduled destination to put you off, you will bear all the costs involved in diverting it.
11.2 Electronic equipment
For reasons of safety, we may prohibit or restrict the use on board the aircraft of electronic equipment, including, but not limited to, mobile phones, laptops, recorders and portable radios, CD readers, electronic games, transmitting devices, including remote controlled toys and walkie-talkies. Hearing aids and pacemakers are allowed.
Article 12: Provisions for additional services
If we make provisions with respect to you for a third party to provide services other than air transport, or if we issue Tickets or vouchers for carriage or services provided by third parties other than air transport (such as hotel bookings or car hire, for example), those services will be subject to that third party's terms and conditions of contract.
13.1 General
13.1.1 You will be bound to obtain all the documents you need to travel, including visas, and comply with all laws and regulations, instructions, requests and other obligations in force in the country you are leaving, travelling to or transiting.
13.1.2 We will not be responsible should you fail to obtain any visas and other entry documents for a country, or should you fail to respect the laws, regulations, decrees, requests, obligations, rules or instructions applicable.
13.2 Travel documents
Before departing, you must present all entry and exit documents, health document and others required by the laws, regulations, decrees, requests or other obligations in force in the country in question. We may make copies of them and keep them. We reserve the right to verify these documents and refuse to carry you if you have failed to meet these obligations or if your documents do not appear to be in order.
13.3 Refused entry
If you are refused entry to a country, you must refund us all costs and fines which the authorities of that country impose on us and the costs of removing you from that country. The Tariff you paid to take you to the country that refuses to admit you will not be refunded.
13.4 Passenger's responsibility for fines, detention costs, etc.
Should we be bound to pay a fine or penalty or incur costs of any kind because you have failed to respect the laws, regulations, decrees, requests or other obligations of the countries concerned, or because you have failed to present the documents required, you must reimburse all the amounts we have paid and all costs incurred thereby. To cover these payments or costs, we may use the unused value of your Coupons or any other assets in our possession.
13.5 Customs inspections
You must be present upon simple request if your Baggage is inspected by customs or any other government authority. We cannot accept any liability for any loss or Damage arising out of such inspections or of failing to observe the present provisions.
13.6 Security checks
You will be bound to submit to any and all security checks required by government or airport authorities, another Carrier or ourselves.
Any carriage we make with other Carriers under a single Ticket or supplementary Tickets will be deemed under the terms of the Convention to be a single transaction. Please see paragraph 15.1.2 (b) on this point.
15.1 Our liability and that of each Carrier involved in your journey is governed by our General Terms and Conditions of Carriage or those of the Carrier in question. Our own liability is as described in the provisions below:
15.1.1 Unless these Terms and Conditions indicate otherwise, international carriage as defined in the Convention is subject to the rules on liability of the Convention.
15.1.2 Should carrying you not be subject to the Convention's rules on liability, Belgian law will apply. The provisions below also apply.
(a) Under the applicable law, any liability attributable to us for any Damage will be reduced if you committed any negligence which caused or contributed to that Damage.
(b) We are only liable for damages arising on the flights or flight segments for which our Designator Code is shown in the Carrier box of the Ticket for the flight or flight segment in question. If we issue a Ticket for carriage made by another Carrier or accept Baggage in their name, we are acting merely as that other Carrier's agent, although, as far as Checked Baggage is concerned, you have a right of recourse against the first or last Carrier.
(c) We are not liable for Damage to Unchecked Baggage unless the said Damage is due to our negligence, in which case our liability is limited to 1,131 SDRs (approximately EUR 1,330 subject to fluctuation), per Passenger
(d) We are not liable for any Damages due to our complying with the provisions of laws or government regulation or because you failed to comply with them.
(e) Unless it results from any act or omission committed with the intention of causing Damage or recklessly knowing that Damage would probably result from it, our liability for Damage caused to Checked Baggage is limited to 1,131 SDRs (approximately EUR 1,330 subject to fluctuation) per Passenger. We are liable for Damages due to Checked Baggage being destroyed, lost or stolen, but only if it was destroyed, lost or stolen on board the aircraft or at any time while the Carrier had the Checked Baggage in its care. We are not liable, however, if and insofar as the damage is the result of the nature or inherent defect of the Baggage. If the Baggage's weight is not shown on the Baggage Check, the total weight of the Checked Baggage will be deemed not to exceed the Baggage Allowance for the class of carriage concerned. If a higher value is declared for Checked Baggage in writing and you have paid the extra charge for the estimated excess, our liability is limited to that higher value.
(f) Unless these Terms and Conditions indicate otherwise, we are only liable towards you to indemnify losses and proven costs under the terms of the Convention. The Carrier cannot be held liable for indirect or consecutive losses either.
(g) We are not liable for any Damage your Baggage causes. You are liable for Damages your Baggage causes to other persons or property, including our own property.
(h) If you carry prohibited items in your baggage, such as those mentioned under paragraphs 8.4.1, 8.4.2 and 8.4.3, our liability may be partially or wholly excluded in case of destruction, loss of, or damage to, or delay of these items in accordance with the applicable law.
(i) We are not liable for any illness, injury or disability or death which may arise from your state of health or its deterioration.
(j) The Contract of Carriage, including the present General Terms and Conditions of Carriage and limits of liability also applies to our Authorised Agents, staff and agents to the same extent as it applies us when acting in the course of their duties. The total amount which can be recovered from us and our Authorised Agents cannot therefore exceed the total amount for which we may be liable, if any.
(k) If the air carrier making the flight is not the same as the carrier with whom the contract was concluded, the Passenger may complain to either. If an air carrier's name or designator code appears on the ticket, they are the carrier with whom a contract was concluded.
Nothing in the present General Terms and Conditions of Carriage shall imply any waiver of the limits or exclusions of liability provided by the Convention and current legislation in force unless these same General Terms and Conditions stipulate expressly otherwise.
15.2 Personal injury
Should we be liable towards you in the event of death, injury or any other bodily injury, the provisions below shall apply:
a) We cannot exclude or limit our liability for damages as stated in Article 17 paragraph 1 of the Montreal Convention not exceeding 113,100 SDRs (approximately EUR 133,075 subject to fluctuation) per passenger. For damages exceeding 113,100 SDRs (approximately EUR 133,075 subject to fluctuation) per passenger, we will not be liable for damages as stated in the said Article 17 paragraph 1 if the damages are not due to the negligence or another prejudicial act or omission on the part of the Carrier, its officers or agents.
b) We reserve the benefits of all the exonerations provided by the Montreal Convention and national legislation in force. As for third parties, we reserve all rights of recourse against any person and in particular without limitation, contributory rights and indemnities.
c) If you are the victim of an accident on board one of our aircraft in which you are killed or injured, we will, within 15 days of identifying those entitled to be indemnified, pay you an advance to enable you to meet your immediate financial needs pro rata in proportion to the prejudice you suffered.
d) In cases of death, this advance will be 16,000 SDRs (approximately EUR 18,825 subject to fluctuation) per Passenger in accordance with the governing law.
e) Paying this advance does not constitute any admission of liability on our part. The advance may be deducted from amounts subsequently paid based on the carrier's liability. The advance must be repaid to us should it ultimately be shown that you caused your death or injury yourself by negligence or, if you contributed to doing so, that the person receiving the advance also caused that death or injuries by negligence or the person receiving the advance was not authorised to do so.
16.1 Not allowed to board due to overbooking
If, for any given flight, there are more Passengers with confirmed bookings than there are seats available on that flight, and should we be obliged to refuse to carry you because it is overbooked, you will be compensated, provided you:
(i) Have a Ticket which was issued correctly and a booking confirmed for the flight in question in accordance with applicable procedures by our Authorised Agents or ourselves;
(ii) Presented yourself at check-in by the time the air carrier, travel organiser or a travel agent stated at least forty-five minutes before the published departure time;
(iii) You are not a Passenger travelling for free or at a reduced rate directly or indirectly available to the public.
16.2 Priorities in event of overbooking
We have the option to ask Passengers if they are disposed for a reasonable consideration to forego the flight for which they have a confirmed booking. If flights are overbooked, unaccompanied minors and sick or disabled Passengers have priority. We will then allocate seats to the other Passengers in the order in which they checked in. We are also free to allocate seats according to other non-discriminatory criteria.
16.3. Passengers' rights if they are not allowed to board
16.3.1. If EC Regulation 261/2004 applies to your flight and you have not been allowed to board and did not volunteer, you will be entitled, subject to the provisions of EC Regulation CE 261/2004, to choose between:
(i) Having your ticket refunded within seven days at the price at which it was bought for the part or parts of the journey which were not made, or for the parts of the journey which cannot now be used, compared with your initial travel plans, plus a return flight to your initial point of departure as soon as possible;
(ii) Being re-routed to your final destination on comparable terms of carriage as soon as possible;
(iii) Being re-routed to your final destination on comparable terms of contract on a subsequent date to suit you, subject to seats being available. Should you choose this option, you will have to bear your own hotel, accommodation, meals and other transport costs yourself.
16.3.2. We also offer you, subject to the provisions of EC Regulation 261/2004:
(i) Meals and refreshments to reflect the waiting time;
(ii) Two telephone calls or the opportunity to send two telexes, faxes or e-mails;
(iii) Hotel accommodation and a shuttle between the airport and hotel if the new flight's reasonably expected departure time is at least one day later than when the cancelled flight was scheduled to depart.
16.3.3. If you are entitled to compensation and where EC Regulation 261/2004 is applicable to your flight, such compensation will be determined according to the flight distance as described below:
a) All flights 1500 km or less
- Arrived more than two hours late: EUR 250.00
- Arrived less than two hours late: EUR 125.00
b) All intra-Community flights 1500 km or over
- Arrived more than three hours late: EUR 400.00
- Arrived less than three hours late: EUR 200.00
c) All non-intra-Community flights 1500-3500 km
- Arrived more than three hours late: EUR 400.00
- Arrived less than three hours late: EUR 200.00
d) All-non-intra-Community flights over 3500 km
- Arrived more than four hours late: EUR 600.00
- Arrived less than four hours late: EUR 300.00
Compensation will be paid either by electronic bank transfer, or by travel vouchers and/or other services or in cash if you agree. The assistance above in terms of the compensation and assistance to be provided will not apply if you failed to meet the check-in and boarding closing times as provided for in Article 6, or if we exercise our right to refuse to carry you under Articles 7.1. and 7.2 of the present General Terms and Conditions of Carriage.
If the reason you were not allowed to board was not that the flight was over-booked, but was for other health or safety reasons or because you did not have the proper travel documents, we will not be bound to offer any assistance, indemnification, refund or alternative carriage.
16.3.4. If we refuse to carry you because the flight is over-booked and you have not volunteered to leave on a flight leaving the United States, it may be that you will be indemnified under US law. Any of our agents can give you more details of our indemnification policy if we refuse to carry you.
17.1 Notification
If the Baggage check holder accepts their Baggage without protest when it is delivered, that means the Baggage has been delivered in good condition, in accordance with the terms of the Contract of Carriage, unless it can be shown otherwise which is for the Passenger to prove. If you submit a claim to be indemnified or bring an action for Damages caused to any Checked Baggage, you must notify us as soon as you discover the Damage and within seven (7) days of when you received your Baggage at the latest. If you submit a claim or bring an action for delays in delivering your Checked Baggage, this period is extended to twenty-one (21) days from when the Baggage was made available to you. All claims must be in writing.
17.2 Limitation
All actions in liability based on the Montreal and Warsaw Conventions shall be extinguished if not brought within a period of two years reckoned from the date of arrival at destination or from the date on which the aircraft ought to have arrived, or from the date on which the carriage stopped. The method of calculating that period shall be determined by the law of the Court seized.
17.3 European Regulation no. 261/2004
Any action based on EC Regulation no. 261/2004 is subject to Belgian law as per Article 19 hereunder, and must therefore be brought within a period of one year of the flight which led to that Regulation being applied.
The air carriage contractor will inform the Passenger of who will actually be carrying them by air at the time they make their booking. If they do not yet know who the operating carrier will be at the time the booking is made, the air carriage contractor will ensure that the Passenger is informed on who is likely to be effectively operating the concerned flight(s) and ensure that the passenger is informed on the identity of the operating carrier(s) as soon as possible and by the time they check in at the latest. Should the actual operating carrier change once the booking has been made, which can occur for reasons beyond Air Belgium’s control such as for example in case of technical or operational problem or expiry of code share agreement, the Passenger will be informed of that change as soon as possible (and at the latest by the time they check in or at the time of boarding in case of connecting flight without check-in) in accordance with EC Regulation no. 2111/2005.
The Contract of Carriage and associated legal provisions are governed by Belgian law unless the provisions of another national law apply absolutely.
In case of discrepancy between the different versions of our Terms and Conditions of Carriage, the English, French and Dutch versions will prevail over all others.
You can send your complaint or claim to the address below:
Air Belgium, Customer Relations, 7 rue Emile Francqui, 1435 Mont-Saint Guibert, Belgium.
Last updated November 2018
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