Archives: TCs

12.1 If we promote the services of any third party offering services other than flights (such as rail and coach transfers, hotel or hostel reservations, car rental, parking services or airport fast track services), those services are provided by the third parties and their terms and conditions will apply. We are not responsible for any aspect of their services. In particular we are not responsible for any late or incorrect information, or for a lack of information.

12.2 If, after selecting and paying for one travel service, you book additional travel services for your trip via our website, you will not benefit from rights applying to packages under Directive (EU) 2015/2302. Therefore, we will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant service provider.

However, if you book any additional travel services during the same visit to our website, the travel services may become part of a linked travel arrangement. In that case we have protection in place, in accordance with EU law, to refund your payments to us for services not performed in the unlikely event of our insolvency, and, where necessary, for your repatriation. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.

For more information on insolvency protection, click here.

12.3

12.3.1  If you have received an email from us confirming that the combination of services you have booked constitutes a package, you will benefit from all EU rights applying to the packages and we will be responsible for proper performance.

12.3.2  You may transfer your package to another person subject to giving us reasonable notice and subject to paying any fees arising from the transfer, including the Name Change Fee as per our Table of Fees in relation to the flight component.

12.3.3  You may cancel your package booking subject to paying a cancellation charge equal to the price of the package, less any cost savings recovered from the third-party travel service provider. You may have the right to cancel your package booking without any charge in the event of unavoidable and extraordinary circumstances occurring at the package destination affecting the performance of the package, in which case you will be entitled to a refund but no other compensation.

12.3.4  We reserve the right to make changes to your package. Any minor changes to the package (including a change of flight time of less than 24 hours, a change of carrier, a change of departure or destination airport to another within the same region, a change of accommodation or car hire to another of the same or higher standard) will not entitle you to any compensation.

12.3.5.  If there is a problem with any component of your package, please first contact the relevant provider of that component, which will be us for the flight component. In the event that a relevant third-party provider does not resolve the problem or there has been a significant deficiency or failure in performance of the package, you must inform us immediately and we will make reasonable alternative arrangements.

12.3.6 We have full protection in place for packages to refund your payments and, where necessary, to ensure repatriation, in the unlikely event that we become insolvent. We have taken out insolvency protection with International Protection Limited (IPP) and underwritten by certain syndicates at Lloyd’s. Travellers may contact IPP (IPP Claims at InTrust, Postbus 23212, 2001 KE Rotterdam, the Netherlands; +31 1031 20666; ippclaims@intrust-nl.com) or, where applicable, the Commission for Aviation Regulation (3rd Floor, Alexandra House, Earlsfort Terrace, Dublin 2, Ireland; +353 (0)1 6611700; info@aviationreg.ie) if services are denied because of our insolvency.

12.3.7   We reserve the right to terminate your package booking in the event we are prevented from performing the booking due to unavoidable and extraordinary circumstances, and we notify you of such termination without undue delay.

12.3.8  If you are in difficulty, such as if you are unable to return as scheduled in the package due to unavoidable and extraordinary circumstances, we will provide assistance upon request, including providing appropriate information on health services, local authorities and consular services, and assisting you to make distance communications and helping you to find alternative travel arrangements. We may charge a reasonable fee for such assistance if the difficulty is caused by you intentionally or negligently.

12.3.9 If you have a complaint and we are unable to resolve it, you may refer to the European Commission Online Dispute Resolution (ODR) service. You must include our email address (odr@ryanair.com) in the ODR’s trader details field.  This email address may only be used for completing the ODR complaint form.  Customer queries sent to this email address will not be responded to.

Our liability to you will in any case be limited to a maximum of three times the cost of a Package, except in cases involving personal injury or damage caused intentionally or with negligence.

13.1 GENERAL

13.1.1 You are responsible for getting all the travel documents and visas you need for (and keeping to all laws, regulations, orders, demands and travel requirements of) countries you are flying from and to, and catching a connecting flight in.

13.1.2 We will not be liable for the consequences of you not getting all the travel documents and visas you need, or not keeping to all relevant laws, regulations, orders, demands and travel requirements.

13.2 TRAVEL DOCUMENTS

Before you board the plane, you must show all exit, entry, health and other documents required by any law, regulation, order, demand or other requirement of the countries concerned. You must also allow us to make and keep copies of these documents. The Carrier reserves the right to refuse to carry a Passenger who does not comply with applicable legal provisions and requirements, or whose documents do not appear to be correct. Information on travel documents is available in the regulations.

13.3 REFUSAL OF ENTRY

We will not refund costs relating to any flight you cannot use as a result of you being refused entry. If we pay any costs on your behalf, we will charge them to the credit card or debit card you used to make the booking.

13.4 PASSENGER RESPONSIBILITY FOR FINES, DEBTS, COSTS AND SO ON

If we have to pay any fine, penalty or other amount as a result of you failing to meet any laws, regulations, orders, demands or other requirements of a country, or there are outstanding payment(s) due to us in respect of a previous flight or (Flight related services) owing to payment having been dishonoured, denied or recharged against us, you must reimburse us when we ask you to. We may use any amount you have paid us for flights you have not used, or have yet to use, or the value of any gift voucher, credit voucher and so on we hold for you, towards paying off any amount you owe us.  We can also charge any amounts you owe us, including those arising from administrative mistakes, to the credit card or debit card you used to make the booking.

13.5 CUSTOMS INSPECTION

If necessary, you must be present when your baggage is inspected by customs or any other government or airport authorities. We will not be liable to you for any loss or damage caused during the inspection or through you failing to keep to this condition.

13.6 SECURITY INSPECTION

You must agree to any security checks required by us or authorised representatives of any government or airport authorities.

13.7 FRAUD

13.7.1 Payments must be authorised by the cardholder named in the booking. We can cancel your booking without giving you notice if we have good reason to suspect that you or the cardholder are involved in any kind of fraudulent activity relating to flights operated by any airline in the Ryanair Group. Good reasons for us to suspect fraud include the following:

• You cannot present the card used to make the booking at the airport, if asked to do so.
• You cannot provide the cardholder’s contact information for us to carry out security checks.
• The cardholder claims that the booking is fraudulent because they did not authorise the payment.
• You, or the cardholder, have previously been involved in any fraudulent activity.

13.7.2 We will not accept any claim you make that our suspicion is unjustified or false.

13.7.3 If we reasonably suspect that you have taken part in any fraudulent activity as set out in clause 13.7.1 above, we may refuse to keep to the contract of carriage for you or your baggage (or both) in line with clause 7.2.

13.7.4 To comply with new EU regulatory requirements to reduce fraud and increase security of your online payment transactions, from 14 September 2019 you will be required to provide additional payment authentication details at the payment stage to approve your online payment (Strong Customer Authentication). For more information, please contact your card-issuing bank.

14.1 The liability rules of the Montreal Convention 1999 and EC Regulation 2027/97 (as amended by EC Regulation 889/2002) apply to international travel, as defined in the Convention. There is a summary of those liability rules in our regulations.

14.2 There are no financial limits to our liability for death or personal injury to any passenger. We must pay claims for up to 128,821 SDRs, per passenger unless we can prove that the death or injury was caused by, or contributed to by, the negligence of the passenger themselves. For claims of more than 128,821 SDR, we may be considered not to be to blame if we can prove that:

• we and our agents took all necessary measures to avoid the death or physical injury; or
• it was impossible for us or them to take the measures necessary to avoid the death or physical injury.

14.3 After a death we may be liable for, we will, no later than 15 days after the person entitled to compensation appears to have been identified, make an advance payment of at least 16,000 SDR per passenger to meet that person’s immediate financial needs. The amount we pay will be based on the extent of the financial difficulties being suffered.

Making an advance payment does not mean that we accept any liability. Also, we may take the advance payment off any compensation we go on to pay. Advance payments made under this clause do not have to be paid back unless:

• we prove that the death or physical injury was caused by, or contributed to by, the relevant passenger’s negligence; or
• it is proved that the person who received the advance payment was not the person entitled to compensation; or
• it is proved that the death or physical injury was caused by, or contributed to by, negligence of the person who received the advance payment.

14.4 Except where clauses 14.2 and 14.3 above say otherwise, the following conditions relating to liability apply:

14.4.1 Any liability we have for loss, damage, death or physical injury will be reduced, as allowed by any law that applies, if that loss, damage, death or physical injury was caused by, or contributed to by, your negligence.

14.4.2 We will not be liable for loss of or damage to carry-on baggage unless the loss or damage is caused by our negligence.

14.4.3 We will not be liable for any loss or damage arising from things we need to do in order to keep to any law, rule or regulation that applies, or from you failing to keep to any law, rule or regulation that applies.

14.4.4 Our liability for loss of or damage to baggage will be limited to 1,288 SDR (or its equivalent) for each piece of baggage that is lost or stolen unless you have made a special declaration of interest in delivery at destination before checking in your baggage and paid the relevant fee (increasing our liability to a maximum of 2,262 SDR).

14.4.5 Except where any part of these terms specifically says otherwise, we will only be liable for proven losses and costs as set out in the Montreal Convention 1999.

14.4.6 We will not be liable for any loss, damage, death or physical injury caused by your baggage. You will be responsible for such loss, damage, death or personal injury.

14.4.7 We are liable for loss of or damage to checked-in luggage only if the event which caused the loss or damage took place on the plane or during any period when the checked-in luggage was in our possession. However, we will not be liable if the loss or damage resulted from the baggage being flawed, faulty, in a poor condition, unsuitable or inappropriate.  We will not have any liability for damage to items that article 8 states should not be in checked-in luggage. In the case of carry-on baggage, including personal items, we are liable only if the loss or damage resulted from our fault or that of our employees or agents. See clause 8.10 for items that cannot be carried on a plane.

14.4.8 We are not responsible for any illness, injury, death or disability resulting from or relating to your physical condition.

14.4.9 These terms also apply to anyone acting on our behalf. The total amount that can be recovered from anyone acting for us will not be more than the amount that could be recovered from us.

14.4.10 Nothing in these terms removes any liability we have under the Montreal Convention 1999 or relevant laws, except where these terms say otherwise.

15.1 NOTICE OF CLAIMS

15.1.1 For the purpose of a claim under Article 15.1.2, if checked-in luggage is accepted by the person with the baggage identification tag, and they do not complain at the time, this is evidence (unless there is evidence otherwise) that the baggage was delivered in a good condition and in line with the contract of carriage).

15.1.2 If you want to make a claim relating to loss of or damage to your checked-in luggage, or delayed baggage, you must write to us as soon as possible.

• For loss or damage, you must write to us within seven days of getting your baggage.
• For delayed baggage, you must write to us within twenty-one days of the date it was possible for you to get the baggage.

15.2 COMPENSATION CLAIMS UNDER EU REGULATION 261/2004

15.2.1 This clause 15.2 applies to claims for compensation under EU Regulation 261/2004.

15.2.2 Passengers must submit claims directly to us and allow us 14 days or such time as prescribed by applicable law (whichever is the lesser) to respond directly to them before engaging third parties to claim on their behalf. Claims may be submitted here. If we fail to respond within the time prescribed, or passengers are unhappy with our response, passengers may engage third parties to claim / receive payment on their behalf.

15.2.3 In order to protect its customers and maintain a good relationship with them, in cases where the passenger has not complied with clause 15.2.2, we will only process claims submitted by a third party if the claim includes the passenger’s contact and payment details to enable us to make payment directly to the passenger.

15.2.4 Clauses 15.2.2 and 15.2.3 above will not apply to passengers who do not have the capacity to submit claims themselves. The legal guardian of a passenger who lacks capacity may submit a claim to us and receive the payment on the passenger’s behalf.

15.2.5 A passenger may submit a claim to us and receive the payment on behalf of other passengers on the same booking. We may require evidence that the Passenger has the consent of other passengers on the booking to submit a claim and receive the payment on the other passengers’ behalf.

15.2.6 In any event, save for clauses 15.2.3, 15.2.4 and 15.2.5, we will not process claims submitted by a third party unless the claim is accompanied by appropriate documentation duly evidencing the authority of the third party to act on behalf of the passenger.

15.2.7 Passengers are not prohibited by this clause from consulting legal or other third party advisers before submitting their claim directly to us.

15.2.8 In accordance with our procedures, and subject to clauses 15.2.2, 15.2.4 and 15.2.5 any payment will be made to the bank account of a passenger on the booking. We may request evidence that the bank account is held by the passenger concerned.

15.2.9 Article 15.4 shall not apply regarding any compensation claim under EU Regulation 161/2004 where you are in compliance with clauses 15.2.1 – 15.2.7 of these General terms and conditions of carriage.

15.3 ALTERNATIVE DISPUTE RESOLUTION

15.3.1 Passengers dissatisfied with the final decision made by our customer service team can contact the Passenger Ombudsman. The proceedings conducted by the Passenger Rights Ombudsman are aimed at amicable resolution of consumer disputes. The Passenger Rights Ombudsman does not charge a fee for conducting ADR proceedings. The Passenger Rights Ombudsman can be contacted by sending an application to the following address: Civil Aviation Office, Passenger Rights Ombudsman, Marcina Flisa 2, 02-247 Warsaw or using the interactive form available at: https://pasazerlotniczy.ulc.gov.pl/zloz-wniosek. More information on the proceedings before the Passenger Ombudsman and the available means of communication can be found at: https://pasazerlotniczy.ulc.gov.pl/.

15.3.2 Complaints can also be addressed through the European Online Dispute Resolution (ODR) platform. When providing our data as a seller, please indicate the e-mail address: odr@ryanair.com. This email address is only for filling out the ODR form. Passengers should not use this email address to contact us. We will not respond to any inquires or complaints sent to this email address.

15.4 ASSIGNMENT

15.4.1 The assignment of any right to compensation, damages or refund shall only be valid where the right is assigned to:

15.4.2 natural persons that are registered in your flight booking as additional passengers and/or,

15.4.3 if you are a member of a travel group, to other passengers of this travel group and/or,

15.4.4 where the customer is a minor or otherwise not legally competent, to their guardians.

15.4.5 In all other cases the assignment of any right to compensation, damages or refund against us to third parties shall be invalid. This prohibition of assignment does not apply where assignment or subrogation of the claim is required by law.

15.5

Intentionally left blank.

15.6 EXCHANGE RATE

If you are claiming compensation (either direct through us or through the courts) under the applicable Passenger Rights Regulations in a currency other than euro, you must use the exchange rate that applied on the scheduled departure date of the flight the claim relates to. That date is shown on the website at www.xe.com. If you use a different exchange rate, we will still use the appropriate rate on the website at www.xe.com.

Carriage of you and your Baggage is also provided in accordance with our Regulations which are binding upon you.  These Regulations concern our fees, air carrier liability for passengers and their baggage, travel documentation, checked and cabin baggage (including the carriage of sports equipment and/or musical instruments), the carriage of children, infants and young persons, reduced mobility, blind/vision impaired passengers, pregnant or sick passengers, carriage of assistance animals, flight and name changes, priority boarding, ATOL information, and air carrier information. (click here for Regulations).

We are a ‘point-to-point’ airline. We do not transfer passengers or baggage to other flights, whether or not they are operated by us.

18.1 In the interests of public health and hygiene, in light of the risks associated with cash handling highlighted by the Covid-19 crisis, we only accept credit and debit card payments for fares, taxes, fees, charges, ancillary services and inflight purchases.

18.2 You may have to pay a fee, depending on how you make a payment and where the payment service provider (for example, the bank or credit-card provider) is located. The fee will be a cost-related percentage of the total transaction value. You can get more information on the fee from the Useful Info section of our website. The fee will be added to the total price of the booking.

18.3 At the moment we can only accept payments made by Apple Card through our mobile app.

18.4 If you pay for your flights with a form of payment that is in a currency other than the currency of the country the flight is departing from, you will be charged in the currency that form of payment is billed in, after we have applied a conversion rate. You can check the actual amount you will have to pay in that currency before you authorize the payment. If you are paying with a card issued in Greece or Spain, your payment will be processed in that country. Otherwise, your payment will be processed in the Republic of Ireland.

The title of each Article of these General terms and conditions of carriage is for convenience only and is not to be used for interpretation of the text.

The terms in bold below have the meanings shown wherever they appear in these terms and conditions (referred to throughout as ‘these terms’).

• „Carrier”, „Buzz”, „we”, „our”, „us”, means Ryanair Sun S.A. with its registered office at Domaniewska 50A, 02-672 Warsaw, Poland
• “Passenger” and the forms “you”, “yours”, means any person other than crew members who we have agreed to carry on a flight bearing our airline designator code (‘RR’ or ‘RYS’), identified in the booking confirmation or itinerary issued by us or an equivalent issued by the tour operator.
• “Tour operator” means the travel agent/tour operator through which the Passenger purchases a ticket for a given flight.
• “Baggage” means your:

– carry-on baggage (baggage you take with you on the plane and is not checked in); and
– checked-in luggage (luggage you check in to be carried in the hold, and which we give you a baggage identification tag for)

• “Boarding Pass” means a document issued by us or, with our consent, by the tour operator or our agent at the airport, marked as “boarding pass” printed by you or on your behalf in the Online Check-in Buzz or Tour Operator system, or issued by us or by our agent at the airport, or made available to you as part of our mobile application; to be presented at the airport and on board before each flight.
• “Confirmation/Itinerary” means a page on the website titled “Itinerary” containing the booking number and/or a document sent to the email address provided by the Passenger when making the booking, in both of the above cases specifying the Passenger’s name, flights, dates, and the time and route of the flights booked. In the case of Passenger who have purchased a ticket for a flight through a tour operator, this is its equivalent issued by the tour operator, including electronically.
• “Regulations” refers to the “Regulations Relating to Specific Subjects” attached to these General terms and conditions of carriage.
• “Ryanair Group” means Ryanair DAC, Buzz, Ryanair UK, Lauda Europe and Malta Air.
• “Convention” means the Montreal Convention 1999.
• “Passenger Rights Regulations“

Where applicable:

– 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 delay of flights, and repealing Regulation (EEC) No 295/91; and
– The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019

• “SDR” stands for Special Drawing Rights, as defined by the International Monetary Fund. In short, it is a form of international money, created by the International Monetary Fund. The current value of the SDR is quoted in the financial pages of major newspapers.

1.2

The headings of articles and clauses in these General terms and conditions of carriage are for convenience only and do not affect the meaning of the text.

3.1 GENERAL

3.1.1 We will only carry the passengers named in the relevant booking confirmation or itinerary.  You must prove your identity and keep to our regulations relating to documents. Click here.

3.1.2 For bookings made through one of our reservations centres you will need to pay a call centre booking fee. The current fee is set out in our table of fees. Except where clause 10.2 or 10.3 says otherwise, we cannot refund this fee.

3.1.3 You will have to pay an infant fee for passengers who are under two at the time of the flight (infant passengers) and who cannot, for safety reasons, have their own seat. This fee is charged for each infant passenger for each one-way flight (outbound and return). The current fee is set out in our Table of fees. The full adult fare must be paid for infants aged 2 or more years old. Except where clause 10.2 or 10.3 says otherwise, we cannot refund this fee.

3.1.4 You cannot transfer your reservation made for a flight operated by us unless, as set out in our regulations relating to name changes, you have arranged with us to change one or more names in the confirmation or itinerary and paid the appropriate name-change fee.

3.1.5 Your reservation for a flight operated by us is only valid for the flights, dates and route set out in the booking confirmation or itinerary, and cannot be used with any other carrier.  However, you can change flights in line with our regulations relating to changes to flights if you pay the appropriate flight-change fees plus any price difference between the total amount you originally paid and the total amount due for the new flights including any price differences for check-in bags and other optional services.

3.2 OUR NAME AND ADDRESS

Our name may be abbreviated to our airline designator code (‘RR’ or ‘RYS’) , or otherwise as shown in the booking confirmation or itinerary. Our address is: Cybernetyki 21, 02-677 Warsaw, Poland.

3.3 CONTACT

3.3.1 Contact with Passengers in relation to change(s) of the travel schedule, cancellation of the flight or general correspondence takes place via the tour operator in the case of Passenger who purchased a ticker through tour operator, and in the case of other passengers by electronic messages sent by e-mail to the address provided when making the reservation, or by text message to the mobile phone number provided during booking, or by notification in our mobile application. Proof of sending an electronic message will be considered as proof of receipt of the message.

3.3.2. If you have not given us a valid e-mail address, you must confirm your flight times via our website and, in the case of Passengers who have made a booking via the tour operator, directly with the tour operator between 24 and 72 hours before the scheduled departure time.

3.3.3 You can contact us to make complaints or claims by post, by fax, or by using the appropriate online claim form. Unless we tell you otherwise, any documents you send us should be copies, not the originals, as we will not keep or return any documents.

3.4 PERSONAL DATA

We collect and process personal data in accordance with the Ryanair Group Privacy Policy.