General Terms and Conditions
Last update: 17 May 2013
The General Terms and Conditions regarding the online purchase of airline tickets Adria Airways-Online booking are established in accordance with the Consumer Protection Act (ZVPot), the recommendations of the Chamber of Commerce and Industry of Slovenia, the international codes regulating e-commerce and the Terms and Conditions for the transport of passengers and luggage of the Adria Airways company.
The application for the online purchasing of airline tickets Adria Airways-Online booking (hereinafter referred to as “Online booking”) is managed by the company Adria Airways, slovenski letalski prevoznik d.d., the provider of online-business services (hereinafter referred to as “provider of services”).
When opening the Adria Airways web site http://www.adria-airways.com/ or http://www.adria.si/, the customer can immediately begin booking airline tickets. Among the listed destinations, he/she chooses the departure and arrival location, the departure and return date, the number of passengers and type and the system’s method of searching through prices. He/she chooses the suitable term of the journey with the corresponding price for the listed dates. In the following stages, the customer can choose another price if this price would suit him/her better regarding the conditions related to the chosen journey (e.g. the customer does not know the exact date of return and a slightly higher price allows him/her to change the booking without additional payment). The customer can submit a request for a special in-flight meal (e.g. vegetarian meal or a meal in relation his/her religious beliefs or health concerns – allergies, etc.). He/she can also submit a request for a selected seat in the (economy or business) class that the price refers to. He/she can confirm or change the selection of the seat during check-in. Carrier reserves the right for objective reasons to refuse the request or offer the traveler an alternative solution for a special meal or seat selected. In the following stage, the customer inserts the passenger(s) data: surname, name, Miles and More loyalty programme membership card number, e-mail address and telephone number. When inserting her/his Surname and name must not use special letters.The next window shows him/her the inserted fields and offers him/her to enable the receiving of e-mail news regarding new offers and other novelties by Adria Airways that he/she is interested in. At the end, the customer confirms the price conditions. By clicking the “confirm” button, he/she is redirected to the safe payment site of Koper Bank, a member of the Intesa San Paolo group, provider of safe online payments via credit cards; if the user is a client of the Abanka Bank, has a digital certificate integrated into his/her computer and uses the Abanet e-bank programme, he/she can make the payment via the Abanet e-bank. At further stages during the ticket booking procedure, the user is informed about the ticket price conditions and conditions of changing the ticket or journey characteristics. The user is familiar with the additional payment amounts and types of additional payments included in the ticket price. At the end of the booking procedure, the user receives a confirmation of booking and payment and the online airline ticket deemed as an invoice to his/her e-mail address.
Besides booking the ticket, the user can also book and pay for a hotel, room or suite stay. In association with Adria Airways, the providers of accommodation GoGlobal and Travco are offering favourable overnight stay prices. The user selects the country, city and type of the overnight stay, the period of stay and the category (number of stars). Among the offered hits, he/she selects, books and pays for the suitable accommodation. Upon payment, the user receives the invoice and a Voucher.
The General Terms and Conditions determine the operation of the Online booking, user’s rights and business relationship between the provider and customer.
Accessibility of information
(summary of legislation)
The provider undertakes to provide the customer with the following information at any time:
a) identity of the company (company name and headquarters, registry number)
Address – headquarters of the company
Adria Airways, Slovenski letalski prevoznik, d.d.
Zgornji Brnik 130h
SI -4210 Brnik-Aerodrom
Tel.: +386 (0)4 25 59 000
Fax: +386 (0)4 25 94 572
Web site: http://www.adria.si/
Registration number: 5156505
VAT number: SI 51049406
Registry number: registry entry 1/01352/00
No. of entry in the AJPES register, date of entry
b) contact information enabling fast and efficient communication to the user (e-mail, telephone number)
Tel.: +386 (0)1 369 1010 – Reservation and Information Call Center
c) significant characteristics of the commodities or services (including after-sales services and warranties)
d) accessibility of products (each product or service offered on the web site should be accessible within a reasonable term)
Booking and purchasing the tickets is available 24/7 throughout the year.
e) conditions for delivering the product or performing the service (means, place and term of the delivery)
The user instantly receives the online ticket to the e-mail address submitted during the booking procedure. If the user submits the wrong e-mail address, the provider will not be able to ensure the sending of the ticket.
Online tickets can also be purchased at the Adria Airways points of sale in Slovenia and abroad and at authorised agents.
f) all prices should be determined in a clear and unambiguous way and it should be evident whether or not they include taxes and transport costs
Ticket prices are always automatically determined according to the journey information inserted by the user. In every case, the lowest valid price available on the internet is chosen.
The offered price depends on the date of journey and booking, plane capacity and travel class of the booked ticket. Each flight includes various ticket prices. The number of seats at a certain price is limited.
The transport price equals the amount to be paid at the purchasing of a ticket. It normally includes the tariff (transport fee) and various additional payments, in particular airport taxes, charges and other payments. Some additional payments should be made directly to the corresponding state authorities and other competent institutions and cannot be made during acceptance of the ticket.
g) means of payment and delivery
By a debit or credit card (Eurocard/Mastercard, Visa, Visa Electron, Aktiva; Maestro from the Aktiva Group, Aktiva) for online purchasing and prices.
Via the Abanet online bank.
h) duration of the offer
Duration of the offer is determined according to the purchase and start date of the journey.
i) the period during which the customer can withdraw from the contract and terms and conditions of withdrawal, including the information on customer’s potential costs for returning the product
Tickets cannot be returned, however, it is possible to cancel or change the entire journey or its part, for which the passenger should pay a certain amount for the conducted changes and the issuing of a new ticket or receives a reimbursement determined in the price conditions (airport taxes).
Costs of changing or cancelling the booking can be lower if the booking is changed or cancelled at least 24 hours before the departure date.
j) explanation of the complaint procedure, including all information regarding the contact person or customer service
All complaints are discussed by the commission at the Customer Service Centre:
Customer Service Centre and Privilege Club
Zgornji Brnik 130h
Opening hours: 8:30–15:30
Toll free number: 080 13 03
Tel.: +386 (0)1 369 1133
Fax: +386 (0)4 25 94 573
The nature of operation via the Internet enables frequent and fast updating of the Online booking offers.
Prices can be classified as Regular prices or Reduced prices – special offers. Regular prices are the airline company’s selling prices or prices determined by the provider itself. Reduced prices – special offers are prices of the product according to special offer conditions and are applied to online purchasing and/or the provider’s points of sale as well as the agents authorised by the provider.
Means of payment
The provider enables the following means of payment:
- by debit or credit card (Eurocard/Mastercard, Visa, Visa Electron, Aktiva; Maestro from the Aktiva Group, Aktiva) for online purchasing and prices
- via the Abanet online bank
The provider issues the ticket deemed as invoice to the purchaser on a durable medium, including analysis of the costs and instructions for withdrawal from the purchase and return of the products, if necessary and possible.
The electronic form of the purchase contract – booking (of the ticket) is stored in the provider’s server; the purchaser can access the contract in the flight database (Checkmytrip) at any time until the journey is ended by inserting the booking code and the passenger’s surname, which gives him/her insight into the booking, or in the central booking system of the provider.
Online prices apply to all users of the Online booking.
Airline ticket prices do not include VAT, which is explicitly listed on the ticket:
ADRIA AIRWAYS D.D., ZGORNJI BRNIK 130H, BRNIK-AERODROM, SLOVENIA
REGISTRATION NUMBER: SI51049406, EXEMPT FROM VAT ACCORDING TO ARTICLE 49 PARAGRAPH (2) OF ZDDV-1.
DEEMED AS INVOICE.
The prices are valid at the moment of order submission; in certain cases (e.g. reduced prices, special offers) their validity is determined in advance.
The prices apply to the above listed means of payment according to the above listed conditions.
Although the provider tries its best to ensure updated and accurate information, it could happen that the price information is inaccurate. If the information provided is inaccurate or the ticket price is changed during the processing of the order, the provider will enable the purchaser to withdraw from the purchase and offer him/her the solution that satisfies both parties.
The purchase contract – ticket between the provider and purchaser takes effect from the moment when the provider confirms the order (the purchaser receives an e-mail regarding the order status titled “Confirmation of booking and purchase”). From this moment on, all prices and other conditions are final and binding for the provider and purchaser.
Debit and credit cards
The following conditions apply to the payment by a debit or credit card:
- the payer is not necessarily the passenger or the passenger does not have to be the owner of the debit or credit card,
- after the order has been submitted, it is not possible to change its contents or the final amount, except in special cases determined by the provider.
Procedure of booking and purchasing the airline ticket
The user of the Online booking selects the departure and arrival location, the departure and return date, flexible dates or set dates for the journey and the number of passengers and type, confirms the inserted data and proceeds to the following page, where:
a) in case he/she has chosen flexible dates for the journey,
he/she selects appropriate dates including corresponding prices (airport taxes and booking costs are included) from the chart.
b) in case he/she must travel on selected dates,
he/she chooses the appropriate departure and return flight from the flight chart.
a.1) the user can select another price on the following page if the conditions of the first price do not suit him/her or his/her travelling needs.
b.1) the user confirms the offered ticket price according to the selected departure and return flights.
During the following stages, the user inserts the surname, name, telephone number and e-mail address of the passenger(s). He/she can also submit a request for a special meal on the plane and/or a seat selection. Then, he/she checks the inserted data and the price conditions and confirms them. The booking process is ended, and the user will be redirected to the safe payment site, where he/she chooses the means of payment, the type of debit or credit card and inserts the card data. If the user is a client of the Abanka bank, he/she can pay for the ticket via Abanet – online bank.
After the purchase is complete, he/she receives the confirmation of booking and purchase and online ticket to his/her e-mail address.
The duration of each step is limited to a few minutes. When the time elapses, the procedure is automatically terminated.
The system enables the users to book seats up to three business days before departure.
The right to withdraw from the purchase, return of the products
The airline ticket is not the subject of recovery. The user can withdraw from or change the entire or a part of the ticket: date and time of journey and the destination. If he/she cancels the entire ticket at least 24 hours before departure, he/she will be entitled to reimbursement of costs determined by the price conditions or he/she should pay a certain amount for all conducted changes.
The provider delivers the ticket within the agreed period or immediately after the booking or purchase has been made to the user’s e-mail address submitted during the booking procedure. If the user submitted the wrong e-mail address, the provider cannot guarantee the delivery of the ticket.
The provider takes advantage of appropriate technology and organisation means to protect the transfer and saving of personal data and payments. For this purpose, the provider uses the 128-bit SSL Certificate issued by the authorised institution.
The Koper bank from the Intesa San Paolo group supervises the safety of authorisations and transactions via credit cards. Credit card authorisations are performed in real-time including immediate bank testing of data. Card data are not stored in the provider’s server.
Personal Data Protection
The provider undertakes not to permanently store any personal data, as the user inserts passenger(s) data (surname, name, telephone number, e-mail address, loyalty club card number) during every booking. The payment is carried out through the Banka Koper website, a member of the Intesa San Paolo group.
The provider uses personal data only for purposes of the order fulfilment (sending information materials and offers if the user has agreed to receive them and sending of invoices) and other necessary communication.
The user’s data will not be disclosed to unauthorised persons under any circumstance.
The user is also responsible for his/her personal data protection; he/she should take care of the safety of the booking code and debit and/or credit card data.
The provider will contact the user by using long-distance communication means only if explicitly allowed by the user during the ticket booking procedure or if the user subscribed to such communication means at the specially designed point.
Advertising e-mails should contain the following features:
- such mail should be clearly and unambiguously marked as an advertisement,
- the sender should be clearly written,
- various special offers, promotions and other marketing means will be marked as such,
- the conditions of participation in the marketing means will be clearly determined,
- also the way to cancel the receiving of advertising mail will be clear;
- the provider will comply with the user’s wish to no longer receive advertising mail.
Advertising mail will be clearly marked (in relation to the age of children) and separated from games and competitions. Every communication with children will be adapted to their age and will not take advantage of their trustfulness, lack of experience or feeling of loyalty.
The provider should not take orders from a person he/she knows or suspects to be a child without the explicit permission of their parents or guardians.
Without the explicit permission of the child’s parents or guardians, the provider shall not collect any personal data regarding children. The provider should furthermore not disclose information received by children to third persons, except to their parents or guardians.
The provider should not offer free access to products or services that could be harmful to children.
Discharge from liability
The provider does its best to ensure the updating and accuracy of information on its web sites. The ticket prices can however change so quickly that the provider cannot change the information on the web sites in time. The provider will in any case inform the purchaser about the changes and enable him/her to withdraw from the order.
Complaints and disputes
The provider acts in compliance with the valid consumer protection legislation. It strives to fulfil its duties to establish an effective system for discussion of complaints to the highest extent possible and to appoint a person that the purchaser can contact by phone or e-mail in case of difficulties. Complaints are submitted to the e-mail address firstname.lastname@example.org. The complaint procedure is confidential.
The provider should confirm the receipt of a complaint within five business days and inform the purchaser regarding the duration of its discussion and the course of the procedure.
The provider is aware of the disproportion between the economic value of the claim and the costs arising from the judicial settlement of disputes. This is the main reason it tries not to initiate the judicial settlement. Therefore, the provider does its best to settle potential disputes by mutual consent.
We wish you many pleasant and favourable purchases!
President of the Management Board & CEO