Terms & Conditions
Welcome to flyroyalbrunei.com. For the purpose of these Terms and Conditions: “We”, “Our” and “Us” refers to Royal Brunei while references to “You” and “Your” refers to the persons accessing the website (including persons who access this site on the behalf of other persons); references to “Material” or “Materials” includes data, information and databases.
We reserve the right to modify this Terms and Conditions at any time without giving You prior notice. Your use of the Site following any such modification constitutes Your agreement to follow and be bound by this Terms and Conditions as modified. The last date these Terms and Conditions were revised is set forth below.
1. Use of Site
The content of the pages of this website is for Your general information and use only. You may use the Service, the Site, and the information, writings, images and/or other works that You see, hear or otherwise experience on the Site (singly or collectively, the “Content”) solely for Your non-commercial, personal purposes and/or to learn about Our products and services. Your use of any information or materials on this website is entirely at Your own risk, for which We shall not be liable.
2. User Conduct
You agree to use the Site only for lawful purposes. You agree not to take any action that might compromise the security of the Site, render the Site inaccessible to others or otherwise cause damage to the Site or the Content. You agree not to add to, subtract from, or otherwise modify the Content, or to attempt to access any Content that is not intended for You. You agree not to use the Site in any manner that might interfere with the rights of third parties. Illegal or unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
In particular, You agreed that, You must not:
2.1 Post, transmit or disseminate any information on or via this website which is or may be harmful, obscene, defamatory or otherwise illegal;
2.2 Use “screen scraping”, any automated algorithm, device, method, system, software or manual process to access, use search, copy, monitor or extract Material (in whole or in part) from or through using this website unless We have given Our express written agreement;
2.3 Use this website in a manner which causes or may cause an infringement of the rights of any other;
2.4 Make any unauthorized, false or fraudulent booking;
2.5 Use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this website including but not limited to uploading or making available files containing corrupt data or viruses via whatever means;
2.6 Deface, later or interfere with the front end ‘look and feel’ of this website or the underlying software code;
2.7 Take any action that imposes an unreasonable or disproportionately large load on this website or related infrastructure;
2.8 Permit any automatic registration, logging in or access to any of the Material on the website;
2.9 Obtain or attempt to obtain unauthorized access, via whatever means, to any of Our networks or accounts or to information about other users;
2.10 Disclose confidential information of any person or entity including without limitation to Our confidential information.
3. Data Protection and Cookies
4. Our Terms and Conditions of Carriage
The carrying of passengers, baggage and cargo by air will be subject to the conditions of carriage and Our regulations which may be seen on request by contacting Our local office.
5. Our Online Booking Service
5.1 Ouronline booking service is only for personal and non-commercial use. Reservations are subject to the applicable fare rules and the seat vacancies in that fare group. Fares and taxes will be quoted and charged in the currency displayed in the fare quote.
5.2 The information contained in the online booking service may change without notice. Please contact Our Reservation hotline for further information.
5.3 When You book flights as guest or access Your Royal Skies member information, a secured server is used where You will be asked to provide Us with personal identifying information such as name, contact address, e-mail, credit card details, etc. All information is kept securely and confidentially with respect to Our standard privacy of information protection to prevent damage or unauthorized access. However, We do not warrant against illegal or unauthorized access and will not be liable for any illegal or unauthorized access by any means to that information.
6. Copyright and Trademarks
6.1 This website contains material which is owned by or licensed to Us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
6.2 The Site and the Content belong to Us or Our partners, affiliates, contributors or third parties. The copyrights in the Content are owned by Us or other copyright owners who have authorized their use on the Site. You may download and reprint Content for non-commercial, non-public, personal use only.
6.3 You are prohibited from using any of the marks or logos appearing throughout the Site without permission from the trademark owner, except as permitted by applicable law.
6.4 All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
7. Links to Third-Party Web Sites
From time to time, this website may also include links to other websites. These links are provided for Your convenience to provide further information. They do not signify that We endorse the website(s). We have no responsibility for the content of the linked website(s).
The content on this Website are provided on an ‘as is’ and ‘as available’ basis. You therefore agree that You use this Website and the services provided herein at Your sole risk. By accessing this website You agree that We will not be liable for any direct or indirect or consequential loss, damages or compensation arising from the use of the information and material contained in this website or from Your access of other material on the internet via web links for this website.
9. Correction of Errors and Inaccuracies
Neither We nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and We expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
10. Entire Agreement/Waiver.
These Terms and Conditions constitute the entire agreement of the parties with respect to the subject matter hereof. No waiver by Us of any breach or default hereunder shall be deemed to be a waiver of any preceding or subsequent breach or default.
The Royal Brunei Airlines Frequent Flyer Programme (“Royal Skies”) has been developed to reward the loyalty of Royal Brunei Airlines (“RB”) frequent travelers. Participation in Royal Skies is subject to these Terms and Conditions, which are deemed to be accepted by the member upon submission of the application form.
1. Processing of Personal Data
1.1. In order to maintain its member’s Royal Skies membership, Royal Brunei will use its member’s personal data for the following purposes:
- To provide you with membership status updates and other Royal Skies account related information
- To facilitate transactions and services
- To market and communicate to the member information on promotions, contests, events and lucky draws including those conducted by Royal Skies partners
- To conduct on customer related surveys and market researches
- To process Royal Skies member participation with regards to provision of services or products which Royal Skies members are entitled under the Royal Skies programme.
1.2. Royal Skies members are advised to inform Royal Brunei pertaining to any changed to their personal data.
1.3. Royal Skies members may request for Royal Brunei to not use your personal data for the abovementioned purposes. Unless expressed otherwise, you hereby consent for your personal data to be transferred by Royal Brunei for these purposes.
1.4. Royal Brunei reserves the right to disclosed member’s personal data and information relating to its activities under the Royal Skies program where it is required by law or any official any governmental authorities.
2.1.1 Membership in Royal Skies is open to individuals of at least two (2) years of age. Membership applications submitted by minors (individuals aged under 12 years) must be signed by a parent or legal guardian. Membership is not open to families, groups, companies, trusts, partnerships, government departments or agencies, or other entities.
2.1.2 Subject to local laws and restrictions, membership is open to residents of any country who submits a fully completed application form. If an application form is not fully completed, RB may reject the application or request additional information from the applicant. RB reserves the right to decline membership to any applicant.
2.1.3 An application for membership will serve as an authorization for RB to process and store the information given and to use it for RB’s research, marketing, customer service and public relations purposes. Only where required by law, will this information be shared with government agencies with or without the knowledge or consent of the members.
2.1.4 Members may change their mailing address and/or telephone number by written notice at any time. Members are responsible for maintaining correct mailing, electronic address and phone number on file with Royal Skies. Under no circumstances will RB accept responsibility for non-delivery of awards or membership materials due to incorrect address. Members may change name on the account, however name change requests require valid proof of identity.
2.1.5. Each member may maintain only one Royal Skies account. Enrolment of several persons in a single account (joint account) and multiple enrolments by a single person are not allowed. Members may terminate their membership by written notice at any time. All accumulated mileage will then be cancelled. In the event that more than one account has been assigned to the same individual (duplicate accounts) RB reserves the sole right to close/cancel any of the extra accounts and advise member of the valid account. Miles accumulated in the account that has been closed/cancelled shall be deemed cancelled and non-transferable to the remaining account.
2.1.6. RB is not responsible for lost application forms sent through mail and delay of enrolment due to late receipt of application forms. RB reserves the right to delay or refuse enrolment of membership for incomplete application.
2.1.7. Membership will remain valid if at least one flight or partner transaction (minimum 500 miles) is recorded in the account within a 36-month period. If no activity is recorded within a 36-month period, RB reserves the right to terminate the account and cancel all unused mileage in the account.
2.1.8. RB reserves the right to terminate membership, and cancel all mileage accrued in the event of misconduct, fraud, failure to follow programme policies and procedures and other misrepresentation of information or misuse of the card or programme awards. The member will be held liable for all damages, litigation and transaction costs.
2.1.9. In case of death of a Royal Skies member, the deceased member’s air miles may be transferred to another membership account or redeemed subject to the following conditions:-
- the request for transfer or redemption can only be made by the appointed executor(s) or administrator(s) of the deceased member’s estate.
- the request must be made within 12 months after the member’s death. If the executor(s) or administrator(s) do not make this request within the 12 months period, all unused air miles associated with the deceased member’s account will be forfeited and the membership account will be terminated.
- Such request must be made in writing and all relevant documents relating to the deceased member and the appointment as executor or administrator must be attached to the request.
- The executor or administrator cannot transfer or redeem any air miles which have already expired at the date of receipt of such request.
2.2 Family Plus Membership
2.2.1. Family Plus memberships allows up to seven (7) family members. Family members include parents and children aged between 2 years to 17 years old.
2.2.2. Each Family Plus membership must nominate only one (1) lead account holder.
2.2.3. The nominated lead account holder must be aged 18 and above.
2.2.4. Royal Skies members can only be part of one (1) family membership at a time.
2.2.5. The lead account holder and family member must be living at the same residential address.
2.2.6. All family members’ flight, partner and status miles will be automatically accrued and transferred to the lead account holder membership account.
2.2.7. Parent or spouse must email to Royal Skies of their given consent to be included in the Family Plus membership. In the event that consent is not given by the parent or spouse, the registration will not be processed.
2.2.8. Any incomplete submission of family membership will not be further processed until such time that all required documentation has been received.
2.2.9. Family members may transfer Royal Skies miles up to two (2) times per calendar year to the lead account holder membership account.
2.2.10. Each miles transfer must be a minimum of 5,000 miles and a maximum of 100,000 miles per transaction.
2.2.11. The miles transfer request form must be completed and sent to Royal Skies.
2.2.12. Once registered into a Family Plus membership, any changes or termination can only be made after one (1) year from the registration date.
2.2.13. Any changes to the lead account holder can only be made after one (1) year. In the event that the current lead account holder exits the Family group, the lead account holder can only join the family again or any other family membership after a six (6) month period.
2.2.14. Family members can withdraw their respective participation to the family membership via written notice to Royal Skies at [email protected]
2.2.15. Royal Skies may at any time and at its discretion, determine that a Family Pool is not compliant with the Terms and Conditions and cancel any part or all of the Family Pool.
3. Membership Card
3.1. As part of Royal Brunei Airlines sustainability initiative to reduce plastic and promote digitalisation, permanent membership cards will no longer be issued.
3.2 A digital membership card can be downloaded under My Card section once a member has logged in.
3.3. Royal Skies Silver and Royal Skies Gold membership cards carry expiration dates and entitle cardholders to additional benefits during the validity period of membership.
3.4. Members must present their Gold or Silver digital membership cards at the time of check-in to enjoy additional benefits.
4. Earning Miles
4.1. Mileage for Air Travel
4.1.1. The basic unit of accounting in the Royal Skies Programme is the miles accumulated in the member’s account.
4.1.2. Members will earn a minimum of 150 miles or actual flight miles on all regular scheduled flights where an RB flight number is entered on the ticket. Mileage credit will not be awarded for flight cancellations, except that RB may, at its sole discretion, give credit for flights cancelled due to mechanical reasons or schedule reduction. In the event of re-accommodation with another carrier due to RB’s reasons, mileage will be given for the original RB routing and Class of Service.
4.1.3. Members will earn Royal Skies miles on all purchased RB scheduled flights. Tickets booked and purchased on RB Flexi booking classes are eligible for 120% mileage accrual and entitled for award upgrades.
4.1.4. With effect from 1st October 2014, tickets booked and purchased on RB Value booking classes are eligible for 50% mileage accrual, however, not eligible for award upgrade.
4.1.5. With effect from 11 March 2016, tickets booked and purchased on RB Saver booking classes are eligible for 10% mileage accrual, however, not eligible for award upgrade.
4.1.6. With effect from 02 October 2017, tickets booked and purchased on “V” booking class is eligible for 10% mileage accrual, however, not eligible for award upgrade.
4.1.7. With effect from 01 October 2018, tickets booked and purchased for all booking classes will earn miles at new accrual percentages.
4.1.8. With effect from 01 November 2019, tickets booked and purchased on RB Value, RB Saver and RB Super Saver will earn miles at new accrual percentages, however, not eligible for award upgrade.
4.1.9. The following fares are not eligible to earn Royal Skies miles: free or non-revenue tickets (E, P, I booking classes), reduced rate companion, prize, group fares (G booking class), charter or non-scheduled flights, code-share flights marketed by RB,, infant tickets, code share flights, miles and money tickets or tickets issued subject to special provisions.
4.1.10. Tickets booked and purchased on RB Value, RB Saver and RB Super Saver booking classes are not eligible for award upgrade.
4.1.11. Tickets booked and purchased on RB Flexi booking classes are eligible for 120% mileage accrual and entitled for award upgrades.
4.1.12. Some deeply discounted and special promotional fares may also be excluded from mileage accrual at RB’s sole discretion or where local government law prohibits accumulation of miles in the member’s account.
4.1.13. Purchased but unused tickets do not accrue mileage. Award tickets do not accrue mileage. Members traveling on upgrade awards will accrue mileage in the purchased class of travel. Mileage is awarded to the passenger using the ticket, regardless of who paid for the ticket. Any claims for mileage and proof of accrual by a member must be received by Royal Skies within three (3) months from date of departure after the date such mileage was claimed to have earned, unless a shorter period is specified in the terms of partner participation, in which case the shorter period will apply.
4.1.14. Mileage is awarded based on the Great Circle distance – the shortest route between two points on the surface of the globe – not the distance flown. On multiple-stop through flights, members will earn mileage for the non-stop distance travelled between origin and destination. On connecting flights, which involve a change of flight number, or on trips involving a stopover, members will earn mileage for each segment of the trip.
4.1.15. Mileage is accrued based on Class of Service as follows:
The following table shows the amount of miles you will earn (refer clause 4.1(3) above):
|Class of Service||Booking Class||Percentage of miles earn|
|RB Business Saver||D||150%|
|RB Super Saver||O,A,V||30%|
The above table is applicable with effect from 01 November 2019.
4.1.16. The additional 55% and 25% miles for flying in Business and Discounted Business Class are referred to as Class of Service bonuses. Class of Service bonuses is calculated based on purchased, not flown. Royal Skies’ Class of Service bonuses are counted toward Elite programme qualification.
4.1.17. Miles can be earned in only one programme for each flight. After the flight departs, members cannot change the programme in which credit will be earned.
4.1.18. In the event of a transferal onto an alternative flight due to unforeseen circumstances, a member will earn miles for the flight the member originally purchased, not for the route flown.
4.1.19. RB reserves the right to change or modify the mileage accrual rules, including accrual levels and eligible fare types. RB will determine how many miles should be credited for each qualifying transaction. RB reserves the right to deduct incorrectly posted mileage.
4.2. Mileage for Partner Transactions
Royal Skies members can earn mileage for purchase and use of the services of Royal Skies programme partners. The rates and terms of mileage accrual for partner transactions are determined by individual agreements between Royal Skies and its partners and are subject to change. It is the responsibility of members to ensure eligibility to earn miles at the time of booking or purchasing of our partner services.
Members are advised to check the RB website or contact Royal Skies Service Centre for the latest list of Royal Skies partners and terms of partner participation in the Royal Skies programme.
Members are only eligible for credit with one frequent flyer programme for each flight or transaction. Where a member attempts to accrue miles, points or credits with more than one programme for the same flight or transaction, the miles, points or credits awarded for the flight or transaction will be forfeited.
4.3. Mileage Tracking
The crediting of mileage to member accounts relies upon an automated tracking system. Members are required to provide their membership number at the time of reservation.
During the time of reservations please enter your names as per passport in accordance to International Standard requirements in the following format: Last or Family or Surname / First or Given Name followed by Title (s) e.g. Passenger Name: MS ANNE MARIE HOLLAND. Name to be inserted: HOLLAND / ANNE MARIE MS.
Members are required to produce their membership cards at the time of check-in, even if the number has already been provided during the reservation stage.
Members are advised to retain proof of travel, including copies of the passenger travel receipt and the original boarding passes, until the flight activity appears on the statement.
For partner transactions, members are required to produce their membership cards at the time of purchase of partners’ goods or services. Proof of purchase, such as hotel bills, car rental agreements, and cash receipts, should be retained as they may be required for missing credit verification.
It may take up to two (2) weeks after each flight is flown for RB flight activity or up to six (6) weeks for partner activity to be recorded in the Royal Skies system.
For partner transactions transferred from Royal Skies programme partners, partner transaction cannot be adjusted or updated once the partner activity is recorded in the Royal Skies system.
4.4. Account Statements
Members will receive a monthly mileage statement if at least one transaction has occurred since the previous statement. The statement activity transaction date/month is printed on the top of the statement.
If a transaction occurs near the statement closing date, it will appear on the next statement.
Monthly statement notification will be sent to the member via email. The statement can be viewed online by logging in to the Royal Skies website using the member’s PIN (Personal Identification Number).
If the miles credited are found to be incorrect, members should notify Royal Skies Centre within three (3) months of receiving their statement. RB reserves the right to determine whether the activity shown in the statement is correct or may choose to request for supporting documents from the member to proceed with correcting any activity error. Any changed or corrected activity will appear in the next statement.
4.5. Missing Mileage
Every effort is made to ensure the accurate crediting of mileage. Should a discrepancy be noticed, the member is required to complete a Missing Mileage Credit Form which is available for download from RB’s website (www.flyroyalbrunei.com/RoyalSkies), and submit it to the Royal Skies Service Centre.
Membership card or number must be properly quoted or presented at the time of reservation or check-in, or at the time of purchase or usage of services for partner transaction activities for requests of missing mileage credit to be considered.
All requests for missing mileage credit should be accompanied by proof of travel or, for partner transactions, proof of the partner service that has been purchased or provided. The valid proof of travel includes the original boarding pass(es) and a legible copy of passenger ticket receipt or electronic ticket itinerary/receipt. The valid proof of purchase for partner transactions is usually the original bill or receipt. Members must refer to the most recent terms of partner participation on RB’s website or contact Royal Skies Service Centre to determine what constitutes proof of purchase for partner transactions.
Any claims for mileage and proof of accrual by a member must be received by Royal Skies within three (03) months after the date such mileage was claimed to have been earned, unless a shorter period is specified in the terms of partner participation, in which case the shorter period will apply.
Any claims for mileage for partner activities should be checked through the individual partners first where the activity was made. These include any claims or enquiries regarding miles transferred from a partner’s programme to Royal Skies. Royal Skies partners have the right to reject any claims for missing mileage if the claim does not fulfil their qualifying terms and conditions during purchase or use of partner services.
Unless expressly stated otherwise, mileage for partner services can only be credited to one programme each time. Members are advised to check with the respective partner’s office where the original transaction was made regarding missing mileage enquiries.
RB will not be responsible for the delivery of incoming correspondence. Verbal notification for mileage credit discrepancies will not be accepted. If any of the required documentation to support missing mileage claims were found to be suspiciously altered or illegible, RB reserves the right to disregard such claims. Any claims for missing mileage received with only boarding pass(es) and copy of passenger ticket receipt without a completed Missing Mileage form attached will not be accepted.
Members should allow six to eight (6-8) weeks for processing and crediting of missing mileage claims. The credited miles will appear in the next statement. Members are advised to check their statements online. RB will retain all documents submitted, and requires that members retain copies of such documents for their own records. RB shall not notify members when their missing mileage claims are received or if the claims have been processed.
RB’s responsibility for missing or incorrectly posted mileage is limited to posting of correct mileage for qualified transactions. RB reserves the right to make a final determination as to what constitutes a qualifying transaction or to determine the amount of miles to be credited.
4.6. Retroactive Mileage Credit
A 3-month retro-active mileage credit is allowed upon enrolment only on scheduled Royal Brunei Airlines flights. Partner transactions prior to enrolment are not eligible for mileage accrual. To claim for retroactive credits, members must complete the Missing Mileage Credit Form accompanied by supporting documentation (original boarding passes) and a legible copy of passenger ticket receipt.
5. Redeeming Awards
5.1.1. Members who have accumulated a sufficient number of miles are eligible to claim Royal Skies awards. Royal Skies offer free flights, free Class of Service upgrades and other redemption options as defined by RB from time to time and will be communicated through its website.
5.1.2. Children over two (2) years of age require the same mileage for awards as adults. Infants under two (2) years of age, not occupying a seat travel free as long as they are accompanied by an adult award traveller. There is a limit of one infant per adult award traveller.
5.1.3. For Economy Award Saver tickets purchased prior to 01 February 2018, all flights are entitled only to 23kg baggage allowance. With the exception of London, Melbourne and Dubai, passengers travelling on Economy Award Saver will receive 30kg baggage allowance.
5.1.4. Effective on/after 01 February 2018, tickets purchased and booked on Economy Award Saver are entitled to 30kg baggage allowance.
5.1.5. Effective on/from 01 November 2019, tickets purchased and booked on Economy Award Saver are entitled to 20kg baggage allowance.
5.1.6. For Economy Award Standard, all flights are entitled only to 30kgs baggage allowance.
5.1.7. For Business Award Saver and Standard, all flights are entitled to 40kgs baggage allowance.
5.1.8. Member who is a child under 12 years of age is eligible to claim Royal Skies flight award ticket with same mileage to be deducted as in Adult. However this is considered unaccompanied minor and the child’s parent/s or guardian will be required to complete (please specify or mention name of form) UNACCOMPANIED MINOR FORM at Customer Service Centre and/or Royal Skies Service Centre – Elite Lounge. This is to safeguard the unaccompanied child’s travel journey on Royal Brunei Airlines.
5.1.9. All flight awards are for round trip travel or for one-way trip. One-way trip will require 65% of the Royal Skies miles needed for round-trip award tickets in the same booking class.
5.1.10. All upgrade awards are for one-way travel, a round trip upgrade will require two one-way upgrade awards. All Royal Skies awards are valid for travel on scheduled RB flights only. Awards are not available on flights operated for RB by its codeshare partners.
5.1.11. Tickets booked in G, O, Q, S, A, R, V, M, W, U, X, P, E booking classes, reduced rate companion fares, industry discount, agency discount, and any itinerary which has a sector that is booked under one of these classes, are not entitled for an upgrade award redemption. RB reserves the right to restrict any booking classes for upgrade awards from time to time.
5.1.12. For just 4,500 miles (adult) or 3,600 miles (child), Royal Skies members, including registered nominees may redeem Sky Lounge access using Royal Skies miles to enjoy the comfort of Sky Lounge at Brunei International Airport
5.1.13. A minimum of 3 working days prior to departure is required for booking of awards travel. Members are required to contact the Royal Skies Service Centre, RB Call Centre, or visit the nearest RB Customer Services Centre. Members may also email or fax in a Flight Award Request or Flight Upgrade Request form downloadable from www.flyroyalbrunei.com/royalskies to Royal Skies Service Centre at [email protected], +673-2367833 or redeem online at www.flyroyalbrunei.com/royalskies.
5.1.14. Members will be advised when the award ticket will be ready for issuance through your valid email contact. Payment for taxes and surcharges can be conducted at the Royal Skies Service Centre, RB Customer Service Centre or at the RB Airport Customer Services Centre prior to your ticketing deadline and flight departure. Award tickets are issued electronically. Members must present their confirmed ticket at RB check-in prior to flight departure. RB has the right to decline any member who fails to present a confirmed ticket. A copy of your flight itinerary from Royal Skies Service Centre or RB Offices is not considered as valid travel documentation.
5.1.15. Members must have confirmed and ticketed reservations prior to requesting upgrade awards.
5.1.16. It is the responsibility of members to ensure that they have sufficient miles for the desired award. Neither flight nor upgrade award reservation can be made unless the member has sufficient miles in his/her account.
5.1.17. All segments must be confirmed before travel. No open-dated tickets, waitlisted, or standby travel will be accepted for check-in.
5.1.18. All Royal Skies award does not include the provision of STPC or day use. Members are responsible for their own hotel accommodation arrangements whilst on transit in Bandar Seri Begawan. Members are also responsible to ensure that they meet the visa requirements in the country where the stop occurs.
5.2. Introduction of Instant Flight Award and Upgrade Award Redemption
With the newly launch Royal Skies Elite Lounge and Customer Service Centre at RB Plaza in Brunei, Royal Skies Gold and Silver members can request for instant flight award redemption and upgrade award redemption at the Elite Lounge service counter. The existing procedure of flight award redemption or upgrade redemption request through email, fax or online is still available for all members.
For Base (Blue) members, instant redemption can be requested at our Royal Skies counter at Customer Service Centre.
With effective from 02 June 2015, we will introduce new fare brands as follows:
- Economy Award Saver ( O )
- Economy Award Standard (P)
- Business Award Saver (D)
- Business Award Standard (I)
Members traveling on award tickets with confirmed reservations who fail to show up for the flight will be considered a no show and fees of USD50 for Economy Award Saver / Standard Fare Brand and USD100 for Business Award Saver / Standard Fare Brand will apply. Please note that No-Show fee is applicable on all sectors if passenger does not cancel 4 hours prior to departure. Hence the mileage of the totally unused award ticket only can be re-deposited into Member’s account upon payment of the no show fee and submission of the Re-Deposit Unused Award form.
Royal Skies award reservations can be made through any RB Customer Services Centre or by completing the Flight Award Request or Flight Upgrade Request downloadable from www.flyroyalbrunei.com/royalskies. You may email or call to Royal Skies Service Centre at [email protected] or +673-236 7833.
If an unauthorized award claim from their Royal Skies account is suspected, the member must report within three (3) months of the unauthorized transaction activity to Royal Skies Service Centre.
Please note that travel agents are not authorised to book awards or issue awards tickets on behalf of RB.
RB may at any time without notice, alter or change the number of miles required to obtain a particular award, withdraw an award supplied, or impose a period in which no award will be available. Awards may not be available on some flights at certain times. RB may withdraw, replace or substitute award at any time without notice
The passengers collecting redemption tickets for themselves and on members’ behalf must produce a copy of proof of identification of the principal member.
For the collection of redemption tickets by third parties (non-passengers), a copy of proof of identification of principal member must be produced.
A copy of proof of identification of principal member must be produced at the nearest RB Customer Services Centre prior to ticket collection or at Royal Skies Service Centre (via email/fax/post) prior to issuance of e-tickets (upon request).
It is the responsibility of members to ensure that their email address is valid for Royal Skies Service Centre to advise your confirmed reservation.
If an award claim from their Royal Skies account is requested and/or processed but the member’s miles has not been adjusted, the member must report within three (3) months of the unadjusted transaction activity to Royal Skies Service Centre.
For all unreported transactions, Royal Skies Service Centre shall have the sole discretion to make adjustments to the member’s miles in accordance with the award claim request. In the event that the member’s miles is insufficient to cover such adjustments, Royal Skies Service Centre shall have the right to suspend any award claim request for such account until such time the account accumulates sufficient miles for redemption.
5.3. Award Availability
There are no blackout dates for Royal Skies awards. Awards seats will be available on all flights, however RB reserves the right to limit availability of seats for flight or upgrade awards on all flights and in all classes of service. Seats may still be available for sale, but not available for Royal Skies redemption. Members are advised to book well in advance for popular destinations and/or for peak season travel.
5.4. Award Travel Class of Service
In some instances, RB may substitute aircraft for commercial, operational, or other reasons. In the event of flight disruption, members traveling on award tickets will be rerouted as per rules for revenue passengers. If you hold a confirmed award reservation in Business Class and have been downgraded to a lower Class of Service due to such substitution or for any other reason, RB’s responsibility in such cases will be limited to crediting your Royal Skies account for the difference in mileage required for the booked and the actual travel.
5.5. Award Travel Routing Restrictions
Award travel between some cities may not be possible. If a published routing does not exist between two cities, or RB does not offer a service via a published routing, travel must be within the Maximum Permitted Mileage (MPM) as specified by the International Air Transport Association (IATA).
5.6. Taxes and Fee
All taxes, fuel surcharges and regulatory charges, including airport, security and other fees, are the sole responsibility of members. This includes personal income taxes in countries where frequent flyer awards may be taxable, or any other taxes, claims and liabilities of any nature arising from award use.
5.7. Transferability of Awards
Royal Skies awards can be issued to any individual designated by a Royal Skies member at the time of reservation registered under the Redemption Nominee Programme. Once an award is issued, it is non-transferable and no name changes are permitted unless it is a typographical error of the name of the intended nominee and in such instances, changes are allowed with a fee of USD50.
Royal Skies awards cannot be sold, purchased, bartered, or exchanged for cash. If RB has sufficient grounds to believe that a ticket or upgrade has been obtained as a result of such fraudulent activity, it can refuse transportation to the passenger holding such ticket or upgrade, confiscate the ticket, and terminate the Royal Skies account from which the Award was redeemed. All unused mileage in the terminated account will be cancelled.
5.8. Complimentary Stopovers
One to two stopover is allowed on flight award itineraries involving multiple flights or sectors. Please note that a transit is not considered as a stopover. A stopover is where a member will be in the stopover city for 24 hours or longer before their next flight. Please refer to the table below for the validity and number of complimentary stopovers available with each award ticket type for Redemption Booking
|Round-trip||Permit One to Two stopover (Outbound and any intermediate point of multi-leg flights at USD100 unless connecting hours in Brunei is more than 4 hours then Free of Charge; Inbound without surcharge)|
|Validity of award tickets||Six months (06) for Economy Award Saver and Business Award Saver
Twelve months (12) for Economy Award Standard and Business Award Standard
5.9. Open Jaw Tickets
Open jaw tickets are allowed (i.e. passenger may arrive in one city and return from another) as long as both cities are within the same award category. In such cases, the award requirement will be calculated based on the higher award mileage requirement.
5.10. Validity of Award Tickets
Validity of award tickets are is subject to the terms and conditions of the tickets. Validity of award tickets cannot be extended and mileage for expired tickets cannot be reinstated.
5.11. Changes to Date of Travel
Changes to date of travel not requiring ticket re-issue are allowed free of charge as long as seats are available in the designated award booking classes and ticket change request is made more than 72hours before departure. Late change fee will be incurred for ticket change request less than 72 hours before departure:
- For Economy Award Saver and Standard – Late change fee of USD50 will apply
- For Business Award Saver and Standard – Late change fee of USD100 will apply
Members must contact RB Customer Service Centre or Royal Skies Service Centre.
There is no refund for, or re-issuance of, partially used tickets. However refund is applicable for totally unused tickets, please refer below L) Re-depositing of Unused Awards.
5.12. Redepositing of Unused Awards
If the ticket for your redemption booking has been issued, but it has not been used, please submit your Re-Deposit Unused Awards Form to Royal Skies Service Centre within three (3) months from the date of award issuance. Miles will only be re-deposited into your Royal Skies account if the miles are still valid and have not expired. A service fee will apply, please refer following details:
- For Economy Award Saver and Standard – Service fee of USD50 will apply. YQ surcharge and Government Airport Departure tax will be refunded.
- For Business Award Saver and Standard – Service fee of USD25 will apply. YQ surcharge and Government Airport Departure tax will be refunded.
If the cancellation of ticket is not requested prior to 4 hours of the scheduled flight departure, a no show fee will apply (refer 5.2 iv above), in a
5.13. Other Award Changes
Changes of routing, Class of Service, name, and all other changes require a re-depositing of the old award and issuance of a new award Members must allow at least seven (7) working days for Royal Skies Service Centre to process depositing of the old award as described in Clause 5.12 (Redepositing of Unused Awards) above.
5.14. Lost/stolen Award Tickets
If an award ticket is lost or stolen, the member must immediately notify the nearest RB office and the normal procedure and service charges shall apply as per normal purchased tickets. Please contact the nearest RB Customer Service Centre or Royal Skies Service Centre for fees information.
6. Elite Program and Benefits
6.1. RB offers additional benefits to its most frequent flyers through the Royal Skies Silver and Royal Skies Gold programmes, jointly referred to as Elite programmes. Membership in the Elite programmes is based on the following qualification criteria:
- Royal Skies Silver – 25,000 flight miles in one calendar year or 20 mileage accrual sectors from RB Flexi flown in one calendar year
- Royal Skies Gold – 50,000 flight miles in one calendar year or 40 mileage accrual sectors from RB Flexi flown in one calendar year
6.2. A calendar year runs from 01 January to 31 December. Only flight miles and Class of Service bonuses are eligible for Elite qualification. Any other bonus miles and partner miles will not be counted towards Elite qualification.
6.3. Elite programme memberships are valid from the day of qualification until the remainder of the qualification year plus twelve months. But the expiry date on your membership card is One (01) month after the end of your membership period so that you will not be inconvenienced by holding an expired card before a new one is received. For example, if a member accumulates 25,000 miles by 01 August 2015, his/her Royal Skies Silver membership card will carry expiry date of 31 January 2017.
6.4. If an Elite programme member continues to fly the required number of miles or sectors in each calendar year, he/she will maintain the corresponding Elite status and will continue to enjoy the associated Elite level benefits. Royal Skies Gold members who do not re-qualify for the Gold membership, will automatically become Silver members and will be entitled to the Silver level benefits. Royal Skies Silver members who do not requalify for the Silver membership, will automatically become base members and he/she will be entitled to base membership benefits. The member shall use their base membership card (blue) to continue earning mile.
6.5. The Elite benefits are applicable on all Royal Brunei Airlines scheduled flights and are not applicable on charter or non-scheduled flights or code share flights. Members or airline employees holding a ticket under the following fares: travel agency/industry reduced rate/subload or free staff tickets (E or I) are not entitle to any Elite benefits. For just 4,500 miles (Adult) and 3,600 miles (child), Gold and Silver Royal Skies members may purchase invitations for friends, business associates or family members (Redemption Group Nomination) to enjoy the comfort of Sky Lounge at Brunei International Airport.
6.6 In the event that an Elite Programme member is eligible for both an Elite benefit and a secondary benefit for extra baggage allowance, the Elite Programme member will only be entitled to the higher benefit of the two applicable benefits. RB reserves the discretion in determining which is considered as the higher benefit. For example, if a student is an Elite Silver member, the student will be entitled to the student benefit of a waiver of fifteen (15) kilograms, being the higher benefit between the Elite benefit and the secondary benefit. For the avoidance of doubt, no member shall be entitled to apply both an Elite benefit and a secondary benefit at the same time in any circumstances and in no circumstances shall a member be allowed to combine an Elite benefit with a secondary benefit.
7. Personal Identification Number (PIN)
7.1. Members may apply for a confidential Personal Identification Number (PIN) through www.flyroyalbrunei.com/royalskies. The PIN is needed to access into the member’s secured online account information.
7.2. Members must ensure that the PIN is safely kept from use of other persons under any circumstances whatsoever and shall not permit any unauthorized person to use their PIN.
7.3. Members shall be liable for all transactions made pursuant to the use of the PIN with or without the member’s knowledge or consent. Royal Brunei Airlines is under no obligation or duty to verify the authenticity of any person who performs transactions through the use of a valid PIN.
7.4. Royal Brunei Airlines will not be held liable for any loss, damage or expense incurred by the member however caused, through any unauthorized disclosure or unauthorized use of their PIN.
8. Redemption Nominee
8.1. As a Royal Skies member, you can nominate as many as five family members or friends for whom you can redeem your Royal Skies miles for flight awards, Sky Lounge access and extra baggage allowance.
8.3. You can nominate any individual to be your Redemption Nominee. A child or infant (occupying a seat) nominee is treated as an adult and will require the same number of Royal Skies miles for awards. A corporation or other such legal entity cannot be a Redemption Nominee. The nominee must be a member of Royal Skies before he/she has been nominated.
8.4. A service fee of USD30 or 3,000 miles will be applied should members change or delete the nominees in their Redemption Group. Once a change or deletion has been carried out, further changes or deletion can only be carried out after 12 months. To add or change your Redemption Group Nominees, download and complete a Redemption Group Nomination form from www.flyroyalbrunei.com/royalskiesand email to Royal Skies Service Centre at [email protected].
8.5. The new, additional or replacement nominees are eligible for free travel awards once their names are registered in a member’s Royal Skies account once per year. This may take up to 14 days from the date or receipt of the nomination(s) by Royal Skies Service Centre.
8.6. The nominees you have registered are authorized to make bookings (online) and collect redemption tickets for themselves and on your behalf. Royal Skies Service Centre will inform the principal member prior to the issuance of redemption tickets to the registered nominees.
8.7. Royal Skies members under 12 years of age are not eligible to redeem their miles for award tickets online, unless a Redemption Nominee above 18 years old is travelling with him/her on the same flight.
8.8. If you already have an existing list of redemption nominees, you can redeem flight awards for them by visiting the www.flyroyalbrunei.com/royalskies page. After selecting the origin and destination cities, travel dates and the number of passengers in the travelling group, you will be asked to choose your preferred flight(s) and to indicate whether you are part of the travelling party.
8.9. If you are redeeming for your nominee(s), you will then be asked to select the specific nominees for whom you would like to redeem the award ticket for and their details before proceeding to make the relevant payment. For offline bookings, please complete the Flight/Upgrade Award Request Form and email your form to Royal Skies Service Centre at [email protected]
9. Validity period of Royal Skies miles
9.1. Your Royal Skies miles are valid for three years. A member’s Royal Skies miles will expire after three years at the end of the equivalent month in which they were earned. For example, miles credited to a member’s Royal Skies account in July 2015 will expire on 31 July 2018.
9.2. Pursuant to the implementation of this Terms and Conditions, all Royal Skies miles accrued prior to 31 March 2011 shall be deemed to be expired on 31st March 2014.
9.3. Royal Skies miles that are due to expire for the first time may be extended for a fee. Extended miles have a validity of Six (06) months from date of expiry. Members may only apply for extension of miles once a calendar year. A fee of USD$30 or 4,000 Royal Skies Miles deduction apply, simply complete the Extension Miles Request Form and submit it to Royal Skies Service Centre two (2) weeks prior to expiry. Royal Skies miles that have already expired cannot be extended. Exclusively for Royal Skies Gold membership with effect 1st October 2014, miles do not expire as long as Gold tier status is maintained.
9.4. Members shall be solely responsible to keep track on the validity of miles in their individual accounts. Members can keep track of the accumulated miles online by logging in at www.flyroyalbrunei.com/royalskies. Please plan ahead to use your miles before the expiry date. Miles not utilised by the expiry date will be forfeited and subsequently cannot be extended or reinstated to the Members account. Prior to miles expiry date, members must submit complete request form for Flight Award Redemption to Royal Skies Service Centre, required that the first sector’s departure date must be within the six (6) months from the date of request.
10. Miles Top-Up
10.1. If you have at least 70% of the Royal Skies miles required to redeem for an award ticket, you may purchase the additional miles required to top-up your Royal Skies account at USD20 (or the local currency equivalent) per block of 1,000 miles. Top-Up miles can only be purchased after a flight award redemption request has been submitted. Member also can submit Flight Award Redemption request together with Top-Up miles request.
10.2. To top up offline, you will need to download and complete the Miles Top-up Request form. Turnaround time for miles top-up request is at least 3 working days.
10.3. The miles top-up will be effective immediately after successful payment. To purchase the top-up Royal Skies miles offline, you need to download and complete the Miles Top-up Request form.
10.4. Purchased miles must be redeemed immediately (within 72 hours) and are non-refundable. In the case where miles from a completely unused award ticket are re-deposited into a member’s account, any purchased miles will not be refunded and will be deemed void.
10.5. The miles top-up will always be charged in USD (or the local currency equivalent) and the amount will be shown in US Dollars online. You can pay in your local currency after the exchanged rates have been calculated. Associated taxes and surcharges will be charged in your local currency.
10.6. If you have completely unused award tickets, Royal Skies miles can be re-deposited into your account for a nominal fee (refer service fee indicated at above Clause 5.12 Redepositing of Unused Awards), provided the miles are still valid at the time they are re-deposited. However, partially used award tickets cannot be reissued and the Royal Skies miles redeemed for them cannot be re-deposited into your account.
10.7. Purchase of miles is currently not available for upgrades award redemption.
11. Waitlist for one of the flight sectors
If your booking is not confirmed by the ticketing time given it will be cancelled. Waitlist is allowed only for members redeeming Economy Award Standard and Business Award Standard.
12. Credit Card payments
The credit card holder need not be part of the travelling group for redemption awards.
13. Service Fees
13.1. The valuable services of request for changes, extension and others are available at nominal fees that can be paid in Royal Skies miles or in US dollars (or local currency equivalent).
13.2. Noshow Fee. Noshow fee is a charge made by reason of the failure of a passenger to use reserved flight, either through failure to arrive at the airport at the time fixed by airline, or through arriving improperly documented or otherwise not ready to travel on flight (excluding missed connection or any booking cancelled within 4 hours prior departure will be considered as Noshow).
Article 1 - Definitions
In these Conditions, except where it is otherwise expressly provided, the following expressions have the following meanings:
“we”, “our” and “us” means Royal Brunei Airlines Sdn Bhd (“BI”).
“you”, “your” means any person holding a Ticket, carried or to be carried in an aircraft, except members of the crew (see also definition for “Passenger” and “Ticket”).
“Agreed Stopping Places” means those places, except the place of departure and the place of destination, set out in your ticket or shown in our timetables as scheduled stopping places on your route.
“Airline Designator Code” means the two or three letters or the letter and number which identify particular carriers.
“Authorised Agent” means a passenger sales agent who has been appointed by us to represent us in the sale of air passenger transportation over our services and, when authorised, over the services of other air carriers.
“Baggage” means such articles, effects and other personal property accompanying a passenger as are necessary or appropriate for wear, use, comfort or convenience in connection with the trip. Unless otherwise specified, it includes both Checked and Unchecked Baggage of the passenger.
“Baggage Check” means those portions of your Ticket which relate to the carriage of your Checked Baggage.
“Baggage Identification Tag” means a document issued by us to you to identify each piece of your Checked Baggage.
“Carrier” means an air carrier other than us whose Designator Code appears on your Ticket or on a Conjunction Ticket.
“Carrier’s Regulations” means rules, other than these Conditions, published by Carrier and in effect on date of Ticket issue or commencement of carriage, as applicable, governing carriage of passengers and baggage and shall include any applicable tariffs in force.
“Check-In Deadline” means the time limit specified by us or a carrier by which you must have completed check-in formalities and received your boarding pass.
“Checked Baggage” means Baggage of which we take sole custody and for which we have issued a Baggage Check.
“Conditions of Carriage” means these conditions of carriage or another carrier’s conditions of carriage as the case may be.
“Conditions of Contract” means those statements contained in or delivered with your Ticket which incorporate by reference these Conditions of Carriage.
“Conjunction Ticket” means a ticket issued to you in conjunction with another Ticket which together constitute a single contract of carriage.
“Convention” means whichever of the following instruments are applicable:
the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (hereinafter referred to 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 1955 and by Additional Protocol No. 2 of Montreal 1975;
the Warsaw Convention as amended at The Hague 1955 and by Additional Protocol No. 3 of Montreal 1975.
the Convention for the Unification of Certain Rules for International Carriage by Air done at Montreal on 28 May 1999.
“Coupon” means a paper Flight Coupon or an Electronic Coupon held in our database.
“Damage” includes death of, wounding of, or bodily injury to a passenger, and delay, loss, partial loss or other damage arising out of or in connection with carriage or other services incidental thereto performed by us.
“Days” means calendar days, including all seven days of the week; provided that, for the purpose of notification, the day upon which notice is dispatched shall not be counted; and that for purposes of determining duration of validity of a Ticket, the day upon which the Ticket is issued, or flight commenced, shall not be counted.
“Electronic Coupon” means an electronic Flight Coupon or other value document held in our database.
“Electronic Ticket” means the Itinerary Receipt issued by us or on our behalf, the Electronic Coupons and, if applicable, a boarding document.
“Fare” means the charge imposed by us for carriage of the passenger, but excluding for this purpose carriage pursuant to any charter agreement.
“Flight Coupon” means that portion of the Ticket that bears the notation ‘good for passage’ and indicates the particular places between which you are entitled, subject to these Conditions, to be carried.
“Force Majeure” means unusual and unforeseeable circumstances beyond our or your control, the consequences of which could not have been avoided even if all due care had been exercised.
“Issuing Carrier” means the Carrier by whom or, in the case of carriage pursuant to a charter agreement, under whose authority a ticket is issued.
“Itinerary Receipt” means a document or documents we issue to Passengers travelling on Electronic Tickets that contains the Passenger’s name, flight information and notices.
“Passenger” means any person, except members of the crew, carried or to be carried in an aircraft with the consent of Carrier.
“Passenger coupon” or “PASSENGER RECEIPT” means that portion of the ticket issued by us or on our behalf, which is so marked and which ultimately is to be retained by you.
“BI” means Royal Brunei Airlines Sdn Bhd
“Regulations” means Carrier’s Regulations.
“Special Drawing Right” (SDR) means a Special Drawing Right as defined by the International Monetary Fund.
“Stopover” means a scheduled stop on your journey, at a point between the place of departure and the place of destination.
“Tariff” means the published fares, charges, fees, taxes and related Conditions of Carriage of an airline filed, where required, with the appropriate authorities.
“Ticket” means either the document entitled ‘Passenger Ticket and Baggage Check’ or an Electronic Ticket issued by us or on our behalf and includes the Conditions of Contract, notices and coupons.
“Unchecked Baggage” means any of your Baggage other than Checked Baggage.
Article 2 - Application of Conditions
2.1.1 Except as provided in Articles 2.2, 2.4, 2.5, these Conditions of Carriage apply to all flights we operate under the ROYAL BRUNEI AIRLINES designator code and to any situation where we have a legal liability to you in relation to your flight.
2.1.2 These Conditions also apply to gratuitous and reduced fare carriage except to the extent that Carrier has provided otherwise in its Regulations or in the relevant contracts, passes or tickets.
2.2 CHARTER OPERATIONS
If carriage is performed pursuant to a charter agreement, these Conditions of Carriage apply only to the extent they are incorporated, by reference or otherwise, in the charter agreement or the Ticket, and, in the case of any inconsistency between these Conditions and the provisions contained or referred to in the charter agreement, the latter shall prevail. The passenger, by accepting the Carriage pursuant to the said charter agreement, whether or not concluded with the passenger, agrees to be bound by the applicable provisions of such agreement.
2.3 CODE SHARES
On some services we have arrangements, known as Code Shares, with other carriers. This means that even if you have a reservation with us and hold a ticket showing our name or our Airline Designator Code as the carrier, another carrier may operate the aircraft. if such arrangements apply, we will advise you of the carrier operating the aircraft at the time you make the reservation.
Our Conditions of Carriage will apply where we owe a legal liability to you. Provisions relating to baggage acceptance, check-in and boarding, refusal and limitation of carriage, conduct aboard aircraft, and schedules, delays and cancellation of flights may differ from the Conditions of Carriage of the operating carrier.
2.4 OVERRIDING LAW
To the extent that any provision contained or referred to herein is contrary to anything contained in the Convention, where applicable and any applicable laws, government regulations, orders or requirements that cannot be waived by agreement of the parties, such provision shall not apply. The invalidity of any provision shall not affect the validity of any other provision.
2.5 CONDITIONS PREVAIL OVER REGULATIONS
Except as provided herein, in the event of inconsistency between these Conditions and Carrier’s Regulations, these Conditions shall prevail, except where Tariffs in force apply, in which case the Tariffs shall prevail.
Article 3 - Tickets
3.1 TICKET PRIMA FACIE EVIDENCE OF CONTRACT
3.1.1 Except where carriage is to be performed pursuant to a charter agreement, the ticket constitutes prima facie evidence of the contract of carriage between Carrier and the passenger named on the ticket. Carrier will provide carriage only to the passenger holding a ticket, or holding, as proof of payment or part payment, any other document issued by or with the authority of Carrier. The ticket is and remains at all times the property of the issuing Carrier.
The conditions contained in the ticket are a summary of some of the provisions of these Conditions of Carriage.
3.1.2 REQUIREMENT FOR TICKET
Except in the case of an electronic ticket person shall not be entitled to be carried on a flight unless that person presents a ticket valid and duly issued in accordance with Carrier’s Regulations and/or any applicable charter agreement and containing the flight coupon for that flight and all other unused flight coupons and the passenger coupon. A passenger shall furthermore not be entitled to be carried if the ticket presented is mutilated or if it has been altered otherwise than by Carrier or a person authorised by Carrier or its authorised Agent. In case of an electronic ticket, a person shall not be entitled to be carried on a flight unless that person provides positive identification and has a ticket valid and duly issued in accordance with Carrier’s Regulations and contained in Carrier’s database.
3.1.3 LOSS, ETC. OF TICKET
In case of loss or mutilation of a ticket, or part thereof, or non-presentation of a ticket containing the passenger coupon and all unused flight coupons, the issuing Carrier may at the passenger’s request and subject to Carrier’s Regulations and any applicable charter agreement, replace such ticket or part thereof by issuing a new ticket on receipt of proof satisfactory to Carrier that a ticket valid for the flights in question was duly issued.
3.1.4 TICKET NOT TRANSFERABLE
A ticket is not transferable. If someone other than the person entitled to be carried on a ticket travels pursuant to that ticket or is given a refund in connection therewith, Carrier shall not be liable to the person so entitled if, in good faith it provides carriage, or makes a refund. If a ticket is presented by someone other than the person entitled (subject to these Conditions) to be carried thereunder or to any refund in connection therewith, Carrier shall not be liable to the person so entitled if in good faith it provides carriage or makes a refund to the person presenting the ticket.
3.2 PERIOD OF VALIDITY
A ticket is valid for carriage for one year from the date of commencement of travel or if no portion of the ticket is used, from the date of issue thereof, except as otherwise provided in the ticket, these Conditions or Carrier’s Regulations. In the case however of a ticket issued in connection with carriage pursuant to any charter agreement, unless otherwise indicated in the ticket each flight coupon is valid only for the flight number and date shown therein or for such flight number and date as the Carrier may otherwise direct or agree.
3.2.1 EXTENSION OF VALIDITY
If a passenger is prevented from travelling within the period of validity of the ticket because Carrier:
a) cancels the flight on which the passenger holds a reservation; or
b) omits a scheduled stop, being the passenger’s place of departure, place of destination or a stopover; or
c) fails to operate a flight reasonably according to schedule; or
d) causes the passenger to miss a connection; or
e) substitutes a different class of service; or
f) is unable to provide previously confirmed space; the validity of such passenger’s ticket will be extended until Carrier’s first flight on which space is available in the class of service for which the fare has been paid.
3.2.2 When a passenger holding a ticket, is prevented from travelling within the period of validity of the ticket because at the time such passenger requests reservations Carrier is unable to provide space on the flight, the validity of such passenger’s ticket will be extended in accordance with Carrier’s Regulations.
3.2.3 When a passenger after having commenced his or her journey is prevented from travelling within the period of validity of the ticket by reason of illness, Carrier will extend, (provided such extension is not precluded by Carrier’s Regulations applicable to the fare paid by the passenger) the period of validity of such passenger’s ticket until the date when the passenger becomes fit to travel according to a medical certificate, or until Carrier’s first flight after such date from the point where the journey is resumed on which space is available in the class of service for which the fare has been paid. When the flight coupons remaining in the ticket, or in the case of an electronic ticket, the electronic coupon, involve one or more stopovers, the validity of such ticket, subject to Carrier’s Regulations, will be extended for not more than three months from the date shown on such certificate. In such circumstances, Carrier will extend similarly the period of validity of tickets of other members of the passenger’s immediate family accompanying an incapacitated passenger.
3.2.4 In the event of death of a passenger en route, the tickets of the persons accompanying the passenger may be modified by waiving the minimum stay or extending the validity. In the event of a death in the immediate family of a passenger who has commenced travel, the validity of the passenger’s tickets and those of his or her immediate family accompanying the passenger may be likewise modified. Any such modification shall be made upon receipt of a proper death certificate and any such extension of validity shall not be for a period longer than forty-five (45) days from the date of the death.
3.2.5 The provisions of Article 3.2 above shall not apply to tickets issued in connection with carriage pursuant to any charter agreement.
3.3 FLIGHT COUPON SEQUENCE
3.3.1 Carrier will honour flight coupons, or in the case of an electronic ticket, an electronic coupon only in sequence from the place of departure as shown on the ticket.
3.3.2 The ticket may not be valid and Carrier may not honour the passenger’s ticket if the first flight coupon, or in the case of an electronic coupon for international travel has not been used and the passenger commences his or her journey at any stopover or agreed stopping place.
3.3.3 Each flight coupon, or in the case of an electronic ticket, an electronic coupon, will be accepted for carriage in the class of service (if any) specified therein on the date and flight for which accommodation has been reserved. When flight coupons, or in the case of an electronic ticket, an electronic coupon, are issued without a reservation being specified thereon (and otherwise for the purpose of carriage pursuant to a charter agreement), space will be reserved on application subject to the conditions of the relevant fare and the availability of space on the flight applied for.
3.4 NAME AND ADDRESS OF CARRIER
Carrier’s name may be abbreviated in the ticket. Carrier’s address shall be deemed to be the airport of departure shown opposite the first abbreviation of Carrier’s name in the “Carrier” box in the ticket, or in the case of an electronic ticket as indicated for the first segment in the itinerary/receipt.
Article 4 - Stopovers
Stopovers may be permitted at agreed stopping places subject to government requirements and Carriers Regulations.
Article 5 - Fares & Charges
Fares apply only for carriage from the airport at the point of origin to the airport at the point of destination. Fares do not include ground transport service between airports and between airports and town terminals, unless provided by Carrier without additional charge.
5.2 APPLICABLE FARES
Applicable fares are those published by or on behalf of Carrier or, if not so published, constructed in accordance with Carrier’s Regulations. Subject to government requirements and Carrier’s Regulations, the applicable fare is the fare for the flight or flights in effect on the date of commencement of the carriage covered by the first flight coupon of the ticket. When the amount that has been collected is not the applicable fare the difference shall be paid by the passenger or, as the case may be, refunded by Carrier, in accordance with Carrier’s Regulations.
Unless otherwise provided in Carrier’s Regulations, fares apply only to routings published in connection therewith. If there is more than one routing at the same fare, the passenger may specify the routing prior to issue of the ticket. If no routing is specified, Carrier may determine the routing.
5.4 TAXES AND CHARGES
Any tax or charge imposed by government or other authority, or by the operator of an airport, or by any service provider, in respect of a passenger or the use by a passenger of any services or facilities will be in addition to the published fares and charges and shall be payable by the passenger, except as otherwise provided in Carrier’s Regulations.
Fares and charges are payable in any currency acceptable to Carrier. When payment is made in a currency other than the currency in which the fare is published, such payment will be made at the rate of exchange established in accordance with Carrier’s Regulations.
Article 6 - Reservations
6.1 RESERVATION REQUIREMENTS
6.1.1 Reservations are not confirmed until recorded as accepted by Carrier or its authorised Agent.
6.1.2 As provided in Carrier’s Regulations, certain fares may have conditions which limit or exclude the passenger’s right to change or cancel reservations.
6.2 TICKETING TIME LIMITS
If a passenger has not paid the applicable fare for the ticket (or made credit arrangements with Carrier) prior to the specified ticketing time limit, Carrier may cancel the reservation.
6.3 PERSONAL DATA
The passenger recognises that personal data has been given to the Carrier for the purposes of reserving carriage, obtaining ancillary services, facilitating immigration and entry requirements, and making available such data to government authorities. For these purposes the passenger authorises Carrier to retain such data and to transmit it to its own offices, other carriers or the providers of such services, in whatever country they may be located.
Carrier will endeavour to honour advance seating request, however, Carrier cannot guarantee any particular seat. Carrier reserved the right to assign or reassign seats at anytime, even after boarding of the aircraft. This may be necessary for operational, safety, security and any other reasons the Carrier deems fit and necessary.
6.5 SERVICE CHARGE WHEN SPACE NOT OCCUPIED
A service charge, in accordance with Carrier’s Regulations, may be payable by a passenger who fails to use space for which a reservation has been made.
6.6 RECONFIRMATION OF RESERVATIONS
Onward or return reservations may be subject to the requirement to reconfirm the reservation in accordance with and within the time limits specified in Carrier’s Regulations. Failure to comply with any such requirement may result in cancellation of any onward or return reservations.
6.7 CANCELLATION OF ONWARD RESERVATIONS MADE BY CARRIER
If a passenger does not use a reservation and fails to advise Carrier, Carrier may cancel or request cancellation of any onward or return reservations.
Article 7 - Check-In & Boarding
7.1 Check-In Deadlines are different at every airport and your journey will be smoother if you allow yourself ample time to Check-In. You must complete your check-in process and receive your boarding pass by the Check-In Deadline. We or our Authorised Agents will advise you of the Check-In Deadline for your first flight with us. Check-In Deadlines for all our flights can be found in our website or may be obtained from us or our Authorised Agents. Please find out the Check-In Deadline for your subsequent flights and comply with them. We reserve the right to cancel your reservation and not carry you if you do not comply with the Check-In Deadline.
7.2 We may refuse to carry, if passenger appear improperly documented and not ready to travel and if in our judgment, after consultation with the medical officer or doctor, the passenger is not medically fit to travel.
7.3 You must be present at the boarding gate not later than the time we give you when you check-in. We may decide not to carry you if you fail to arrive at the boarding gate on time
7.4 We will not be liable to you for any loss or expense incurred due to your failure to comply with the provision of Articles 7.1, 7.2 and 7.3.
Article 8 - Refusal and Limitation of Carriage
8.1 RIGHT TO REFUSE CARRIAGE
Carrier may refuse to carry or remove en route, if where appropriate and necessary, any passenger or passenger’s baggage, without any liability or obligation to make any refund to the passenger, for, including but not limited to, reasons of safety or security if, in the exercise of its reasonable discretion, Carrier determines that:
8.1.1 such action is necessary in order to comply with any applicable laws, regulations, or orders of any state or country to be flown from, into or over; or
8.1.2 the conduct, age, or mental or physical state of the passenger is such as to:
a) require special assistance of Carrier, or
b) cause discomfort or make himself or herself objectionable to other passengers, or
c) involve any hazard or risk to himself or herself or to other persons or to property; or
8.1.3 such action is necessary because the passenger has failed to or is likely to fail to observe the instructions of Carrier; or
8.1.4 the passenger has refused to submit to or to pass any security check; or
8.1.5 the passenger’s baggage has not been cleared for carriage by all appropriate baggage screening checks; or
8.1.6 the applicable fare or any charges or taxes payable have not been paid or such payment cannot be verified by the carrier, or credit arrangements agreed between Carrier and the passenger (or the person paying for the ticket) have not been complied with; or
8.1.7 the passenger
a) does not appear to be properly documented, or
b) may seek to enter a country through which he or she is in transit, or
c) may destroy his or her documentation for travel during flight, or
d) will not surrender travel documents to be held by the flight crew, against receipt, when so requested by the Carrier; or
8.1.8 the ticket
a) has been acquired unlawfully, or fraudulently or has been purchased from an entity other than the issuing Carrier, its Authorised Agent or, in the case of carriage pursuant to a charter agreement, the charterer or its agent, or
b) has been reported as being lost or stolen, or
c) is a counterfeit ticket, or
d) electronic coupon has been altered by anyone other than Carrier or its authorised agent, or in the case of a flight coupon has been mutilated and Carrier reserves the right to retain such ticket; or
8.1.9 the person presenting the ticket cannot prove that he or she is the person named in the ‘Name of Passenger’ box, and Carrier reserves the right to retain such ticket; or
8.1.10 in the case of carriage pursuant to a charter agreement
a) any outstanding obligation owed by the charterer to Carrier under the charter agreement or otherwise has not been performed, or
b) the charterer and any sub-charterer by or through whom accommodation on the flight has been made available to the passenger fails to hold any license, permission or authority required under applicable law and entitling him to do so.
8.2 LIMITATION ON CARRIAGE
8.2.1 Acceptance for carriage of unaccompanied children, incapacitated person(s), expectant mother or persons with illness may be subject to prior arrangement with Carrier, in accordance with Carrier’s Regulations.
8.2.2 It is required that the incapacitated passenger(s) with reduced mobility be accompanied by another passenger who is capable of providing the assistance required by the person(s), in order to meet the applicable safety requirements.
Article 9 - Baggage
9.1 FREE BAGGAGE ALLOWANCE
9.1.1 We will carry some of your Baggage free of charge. Your free baggage allowance will be shown on your Ticket, or in the case of an Electronic Ticket, on your Itinerary/Receipt and will depend on our Regulations applying at the time of your flight. If you are in doubt, please ask us or our Authorised Agents for details of your free baggage allowance.
9.1.2 Passenger with disability may carry at no additional charges in the hold a fully collapsible wheelchair and/or mobility aid, if fully independent on either or both.
9.1.3 In compliance with global occupational health and safety regulations for baggage handling, each single piece of baggage that is check-in shall not exceed 32 KGS.
9.2 EXCESS BAGGAGE
We reserve the right to refuse to carry Baggage that exceeds the free baggage allowance. Such Baggage will be carried at our discretion subject to space and weight limitations. You must pay a charge for the carriage of Baggage in excess of the free baggage allowance at the rate described in our Regulations. We may levy this charge at your point of departure, stopover or destination.
9.3 ITEMS UNACCEPTABLE AS BAGGAGE
9.3.1 YOU MUST NOT INCLUDE IN YOUR BAGGAGE:
188.8.131.52 Items which do not constitute Baggage as defined in Article 1;
184.108.40.206 Whilst we endeavor to take great care of our passenger belongings, we cannot guarantee that delicate items are able to withstand baggage handling processes during carriage by air. Checked Baggage can also be delayed or lost, therefore items with a special value or which you may urgently need should be kept close to you in your Unchecked Baggage.
220.127.116.11 You are advised NOT to include in your Checked Baggage valuable items, fragile or perishable, dangerous or unsafe items such as:
- Computer(s), computer equipment, personal electronic devices;
- Loose or spare lithium batteries such as powerbanks;
- Items with a special value such as money, jewellery, precious metals, silverware;
- Negotiable papers, share certificate(s), business documents or samples, securities or other valuable documents;
- Cameras, video cameras and related equipment;
- Passport and other travel and/or identification documents or samples;
- Essential medicines;
- Items we determine are unsuitable for carriage by reason of their character, weight, size, shape, or which are fragile or perishable, or which are dangerous or unsafe, or which affect the comfort of passengers. Information about unacceptable items is available upon request from us or our Agents.
We will not be responsible and be made liable in the event of accidental damage or loss to them. You will be required to repack any such item(s) into Unchecked Baggage or make other arrangements for their transportation.
18.104.22.168 Items that are likely to endanger the aircraft or persons or property on board the aircraft, such as explosives, ammunition, compressed gases, corrosives, oxidizing, radio-active or magnetized materials, flammable liquids, radioactive materials, gels or materials that are easily ignited, or those specified in the International Civil Aviation Organisation (“ICAO”) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (“IATA”) Dangerous Goods Regulations, and in our Regulations (further information is available from us on request);
22.214.171.124 Items the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from, to or over;
126.96.36.199 Weapons such as, swords, knives and similar items may be accepted as Checked Baggage, at our discretion, but will not be permitted in the cabin of the aircraft, pursuant to ICAO Annex 17 Listings of Prohibited Items;
188.8.131.52 Certain replica weapons such as antique firearms and toys are only allowed in Checked Baggage, but must be declared to our Check-in Agents during check-in process. Airport Security personnel may be consulted to confirm the item, and they may deemed the item to be not allowed for carriage as is, then their judgment will be respected at all times by our Check-in Agents;
184.108.40.206 Carriage of Munitions of War onboard our aircraft are subject to prior approval and must be in accordance to the ICAO Guidelines for the Safe Transport of Dangerous Goods, and the requirement of the state of departure and the state of arrival authority(ies). Prior written permission must be sought from the Royal Brunei Police Force Commissioner.
220.127.116.11 Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage. Firearms must be unloaded with the safety catch on and suitably packed. Carriage of ammunition is subject to ICAO and IATA regulations as specified in article 18.104.22.168 above;
22.214.171.124 Firearms other than for hunting and sporting purposes, munitions, explosives, and similar articles are prohibited from carriage as Baggage. We may at our discretion accept such articles for carriage only if they are transported as cargo in accordance with all applicable national and international laws and regulations governing carriage of dangerous goods;
126.96.36.199 The carriage of munitions is governed by country specific regulations, and you must obtain permits from the authorities of the countries you are travelling from and to, and notify us at least two (2) weeks for regional routes or one (1) month for international routes prior to your date of departure, and present the permits;
188.8.131.52 If, despite being prohibited, any items referred to in 9.3.1 and 9.3.2 are included in your Baggage, we shall not be responsible to such items. We do not accept liability for such items and you shall indemnify us for all claims or losses incurred.
9.4 RIGHT TO REFUSE CARRIAGE
9.4.1 Subject to article 9.3 we will refuse to carry as Baggage the items described in article 9.3.1 and 9.3.2, and we may refuse further carriage of any such items upon discovery.
9.4.2 We may refuse to accept Baggage for carriage unless it is in our reasonable opinion properly and securely packed in suitable containers. Information about packing and containers unacceptable to us is available upon request.
9.4.3 Unless advance arrangements for its carriage have been made with us, we may carry on later flight’s Baggage which is in excess of the applicable free allowance, subject to your paying the appropriate charge.
9.5 RIGHT OF SEARCH
For reasons of safety and security, we may request that you permit a search and scan to be made of your person and a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence, for the purpose of determining whether you are in possession of or whether your baggage contains any item described in Article 9.3 or any firearms or munitions which have not been presented to us in accordance with Article 184.108.40.206 or 220.127.116.11. If you are unwilling to comply with such request, we may refuse to carry you and your baggage. In the event a search or scan causes Damage to you, or an x-ray or scan causes Damage to your Baggage, we shall not be liable for such Damage unless due to our fault or negligence.
9.6 CHECKED BAGGAGE
9.6.1 Upon delivery to us of your Baggage which you wish to check, we will take custody thereof and issue a Baggage Identification Tag for each piece of Checked Baggage.
9.6.2 Checked Baggage must have your name, initials or other personal identification affixed to it.
9.6.3 Checked baggage will, whenever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your Checked Baggage is carried on a subsequent flight, we will deliver it to you, unless applicable law requires you to be present for customs clearance.
9.7 EXCESS VALUE DECLARATION AND CHARGE
9.7.1 You may declare a value for Checked Baggage in excess of the applicable liability limits set out in the Convention. If you make such a declaration, you shall pay the applicable additional charges in accordance with our Regulations.
9.7.2 We will refuse to accept an excess value declaration on Checked Baggage when a portion of the carriage is to be provided by another Carrier, which does not offer the excess value declaration facility.
9.8 CABIN or CARRY-ON BAGGAGE
9.8.1 Baggage which you carry on to the aircraft must fit under the seat in front of you or in an enclosed storage compartment in the cabin of the aircraft. If your Baggage cannot be stored in this manner, or is of excessive (more than 7KG) weight or size, or is considered unsafe for any reason, it will not be permitted in the cabin and must be carried as Checked Baggage.
9.8.2 Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments) and which do not meet the requirements of 9.8.1 above will only be accepted for transportation in the cabin compartment if you have given us notice in advance and we have granted permission in writing. You may be required to pay a separate charge for such transportation in accordance with our Regulations.
9.8.3 The carriage of certain items into the aircraft cabin, whether in your cabin baggage or otherwise, is restricted. We have published a list of such items in our Regulations, but the list is constantly changing and varies from country to country. We recommend that you verify the applicable list with our representative at each airport where you are taking your flight. In general, these items include the following:
- sharp objects or cutting implements, such as knives, box cutters, scissors
- club-like objects or blunt instruments, such as baseball bats, softball bats
- liquids, aerosols, gels – these must be in containers of 100ml volume or less
Items remove by the screening authorities will not be return to you.
9.9 COLLECTION AND DELIVERY OF BAGGAGE
9.9.1 Subject to Article 9.6.3, you are required to collect your Checked Baggage as soon as it is made available at your destination or Stopover. Should you not collect it within a reasonable time, we may charge you a storage fee. Should your checked baggage not be claimed within TWO (2) MONTHS of the time it is made available, we may dispose of it without any liability to us.
9.9.2 Only the bearer of the Baggage Check and Baggage Identification Tag, is entitled to delivery of the Checked Baggage. Failure to exhibit the Baggage Identification Tag shall not prevent delivery provided the Baggage Check is produced and the baggage is identified by other means.
9.9.3 If a person claiming the baggage is unable to produce the Baggage Check and identify the baggage by means of a Baggage Identification Tag, we will deliver the Baggage to such person only on condition that he or she establishes to our satisfaction his or her right to the Baggage, and if required by us, furnishes us with adequate security to indemnify us for any loss, damage or expense which we may incur as a result of such delivery.
9.9.4 Acceptance of your Baggage without complaint at the time of delivery shall constitute sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract and/or conditions of carriage.
9.10.1 Animals such as dogs, cats, household birds and other pets, when properly crated and accompanied by valid health and vaccination certificates, entry permits and other documents required by countries of exit, entry or transit will, with the advance agreement of Carrier, be accepted for carriage as manifested cargo, subject to Carriers Regulations.
9.10.2 Assistance dog(s) accompanying sight or hearing impaired passengers can be taken into the aircraft cargo free of charge in addition to the normal free baggage allowance. The animal is not permitted in the aircraft cabin. It will be carried in the aircraft cargo hold in accordance with all applicable laws permit and shall travel as manifested cargo for countries known to prohibit the import/export of animal as Checked baggage. Appropriate assistance is required for incapacitated passenger(s) as set out in Article 8.2.2.
9.10.3 Our acceptance for carriage of animals is subject to the condition that you assume full responsibility for your animal. Where carriage is not subject to the liability rules of the Convention, we shall not be responsible for their injury, loss of, sickness or death, except in the case of our own negligence. We shall have no liability for the animal not having the necessary exit, entry, health and other documents necessary for the animal’s entry into or passage through any country, state or territory and you agree to reimburse us for any fines, costs, losses or liabilities imposed on or incurred by us as a result.
Article 10 - Schedules & Cancellation of Flights
Subject to these Conditions generally, Carrier will use its best efforts to carry the passenger and his or her baggage with reasonable dispatch and to adhere to published schedules (if applicable) in effect on the date of travel, but no particular time is fixed for the commencement or completion of carriage. Subject thereto, Carrier may without notice substitute alternative carriers or aircraft and may alter or omit stopping places shown on the face of the ticket in case of necessity.
10.2 CANCELLATION, CHANGES OF SCHEDULE, ETC.
10.2.1 If due to circumstances beyond its control Carrier cancels or delays a flight, is unable to provide previously confirmed space, fails to stop at a passenger’s stopover or destination point, or causes the passenger to miss a connecting flight on which the passenger holds a reservation, Carrier shall either:
a) carry the passenger on another of its scheduled passenger services on which space is available; or
b) reroute the passenger to the destination indicated on the ticket or applicable portion thereof by its own scheduled services or the scheduled services of another carrier, or by means of surface transportation. If the sum of the fare, excess baggage charge and any applicable service charge for the revised routing is higher than the refund value of the ticket or applicable portion thereof, Carrier shall require no additional fare or charge from the passenger, and shall refund the difference if the fare and charges for the revised routing are lower; or
c) make a refund in accordance with the provisions of Article 11; and shall be under no further liability to the passenger.
The provision of Article 10.2(1) shall not however apply to carriage pursuant to any charter agreement.
10.2.2 Carrier operates denied boarding compensation rules for scheduled departures details of which are available on application from the Carrier.
10.2.3 Except in the case of its acts or omissions done with intent to cause damage or recklessly and with knowledge that damage would probably result, Carrier shall not be liable for errors or omissions in timetables or other published schedules, or for representations made by employees, agents or representatives of Carrier as to the dates or times of departure or arrival or as to the operation of any flight.
Article 11 - Refunds
On failure by Carrier to provide carriage in accordance with the contract of carriage, or where a passenger requests a voluntary change of his or her arrangements, refund for an unused ticket or portion thereof shall be made by Carrier in accordance with this Article and with Carrier’s Regulations
11.2 PERSON TO WHOM REFUND WILL BE MADE
11.2.1 Except as hereinafter provided in this Article, Carrier shall be entitled to make refund either to the person named in the ticket, or to the person who has paid for the ticket upon presentation of satisfactory proof.
11.2.2 If a ticket has been paid for by a person other than the passenger named in the ticket, and Carrier has indicated on the ticket that there is a restriction on refund, Carrier shall make a refund only to the person paying for the ticket or to that person’s order.
11.2.3 Except in the case of lost tickets, refunds will only be made on surrender to Carrier of the passenger coupon or passenger receipt and surrender of all unused flight coupons.
11.2.4 A refund made to anyone presenting the passenger coupon or passenger receipt and all unused flight coupons and holding himself or herself out as a person to whom refund may be made in terms of Article 11.2.1 and 11.2.2 shall be deemed a proper refund and shall discharge Carrier from liability and any further claim for refund.
11.3 INVOLUNTARY REFUNDS
If Carrier cancels a flight, fails to operate a flight reasonably according to schedule, fails to stop at a point to which the passenger is destined or ticketed to stop over, is unable to provide previously confirmed space or causes the passenger to miss a connecting flight on which the passenger holds a reservation, the amount of the refund shall be:
11.3.1 if no portion of the ticket has been used, an amount equal to the fare paid;
11.3.2 if a portion of the ticket has been used, the refund will be the higher of:
a) the one way fare (less applicable discounts and charges) from point of interruption to destination or point of next stopover, or
b) the difference between the fare paid and the fare for the transportation used.
11.4 VOLUNTARY REFUNDS
If the passenger wishes a refund of his or her ticket for reasons other than those set out in Article 11.1 to 11.3, the amount of the refund shall be:
11.4.1 if no portion of the ticket has been used, an amount equal to the fare paid, less any applicable service charges or cancellation fees;
11.4.2 if a portion of the ticket has been used, the refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the ticket has been used, less any applicable service charges or cancellation fees.
11.5 REFUND ON LOST TICKET
11.5.1 If a ticket or portion thereof is lost, refund will be made on proof of loss satisfactory to Carrier and upon payment of any applicable service charge, on condition:
a) that the lost ticket, or portion thereof, has not been used, previously refunded or replaced;
b) that the person to whom the refund is made undertakes, in such form as may be prescribed by Carrier, to repay to carrier the amount refunded in the event and to the extent that the lost ticket or portion thereof is used by any person or that refund thereof is made to any person in possession of the ticket.
11.6 RIGHT TO REFUSE REFUND
11.6.1 After the expiry of the validity of the ticket, Carrier may refuse refund when application therefore is made later than the time prescribed in Carrier’s Regulations.
11.6.2 Carrier may refuse refund on a ticket which has been presented to Carrier or to Government officials of a country as evidence of intention to depart therefrom, unless the passenger establishes to the Carrier’s satisfaction that he or she has permission to remain in the country or that he or she will depart therefrom by another carrier or another means of transport.
All refunds will be subject to Government laws, rules and regulations or orders of the country in which the ticket was originally purchased and of the country in which the refund is being made. Subject to the foregoing provision, refunds will normally be made in the currency in which the ticket was paid for, but may be made in another currency in accordance with Carrier’s Regulations.
11.8 BY WHOM TICKET REFUNDABLE
Voluntary refunds will be made only by the Carrier which originally issued the ticket or by its Agent if so authorised.
The provisions of the Article do not apply to carriage provided or to be provided pursuant to any charter agreement or to any ticket issued in connection with such carriage.
Article 12 - Conduct Aboard Aircraft
If in our reasonable opinion, you conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instruction of the crew, including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, we may take such measures as we deem reasonably necessary to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward carriage at any point and may be prosecuted for offences committed on board the aircraft.
12.2 DIVERSION COSTS
If, as a result of your behaviour, we divert the aircraft to an unscheduled airport for the purpose of offloading you, you must pay us the reasonable and proper costs of the diversion, and all losses suffered by us, passengers, contractors arising from your misconduct.
12.3 ELECTRONIC DEVICES
For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including cellular telephones, laptop computers, portable recorders and radios, CD players, electronic games or transmitting devices, including radio controlled toys and walkie-talkies. Operation of hearing aids and heart pacemakers is permitted. You will not operate any other electronic devices on board without our permission.
12.4 SEAT BELTS COMPULSORY
While in your seat on board the aircraft, you have the obligation to fasten your seat belt during the entire flight.
12.5 SMOKING ABOARD AIRCRAFT
Smoking onboard any aircraft we operate, including the use of electronic cigarettes and any other simulated smoking devices, is prohibited by the laws of Brunei Darussalam. All our flights are non-smoking flights. You will be liable to severe criminal penalties for violating this law and, in addition, we shall be entitled to refuse to carry you on any of our flights and to hold you liable for any costs we incur as a result of any flight disruption resulting from your action.
Article 13 - Arrangements by Carrier
If in the course of concluding a contract of carriage by air, Carrier also agrees to make arrangements for the provision of additional services, Carrier shall have no liability to the passenger except for negligence on its part in making such arrangements.
Article 14 - Administrative Formalities
14.1.1 You are solely responsible for obtaining all required travel documents, such as passports, and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which you transit.
14.1.2 We shall not be liable for the consequences to you resulting from your failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
14.2 TRAVEL DOCUMENTS
Prior to travel, you must present to us all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof. We reserve the right to refuse carriage if you have not complied with these requirements or if your travel documents do not appear to be in order.
14.3 REFUSAL OF ENTRY
If you are denied entry into any country, you will be responsible to pay any fine, charge and cost of detention assessed against us by the Government concerned and the fare for transporting you from that country. We may apply to the payment of such fare the value of any unused part of your Ticket, and any of your funds in our possession. We will not refund to you the fare collected for carriage to the point of refusal of entry or deportation.
14.4 PASSENGER RESPONSIBLE FOR FINES, DETENTION COSTS, ETC.
If we are required to pay or deposit any fine or penalty or to incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands and travel requirements of the countries concerned or to produce the required documents, you must reimburse us the amount we have paid or deposited and any expenditure so incurred. We may use towards such reimbursement the value of any unused part of your Ticket, or any of your funds in our possession.
14.5 CUSTOMS INSPECTION
If required, you shall attend inspection of your baggage, checked or unchecked, by customs or other Government officials. We are not liable to you for any loss or damage you suffer in the course of this inspection or through your failure to comply with this requirement.
14.6 SECURITY INSPECTION
You shall submit to any security checks by Government, airport officials, carriers, or by us.
Article 15 - Successive Carriers
Carriage to be performed by us and other Carriers under one Ticket, or under a Conjunction Ticket is regarded as a single operation for the purposes of the Convention. However, please note Article 16 below.
Article 16 - Liability for Damage
16.1 Carriage hereunder is subject to the rules and limitations relating to liability established by the Convention unless such carriage is not international carriage to which Convention applies.
16.2 In carriage which is not international carriage to which the Convention applies:
16.2.1 Carrier shall be liable for damage to a passenger or his checked baggage only if such damage has been caused by the negligence of Carrier. If there has been contributory negligence on the part of the passenger, Carrier’s liability shall be subject to the applicable law relating to contributory negligence;
16.2.2 except in the case of acts or omissions done with intent to cause damage or recklessly and with knowledge that damage would probably result:
a) the liability of Carrier with respect to each passenger for death, wounding or other bodily injury shall be limited to the sum of 100,000 Special Drawing Rights provided that if in accordance with applicable law a different limit of liability is acceptable such different limit shall apply;
b) the liability of Carrier in the case of damage to checked baggage shall be limited to 17 Special Drawing Rights per kilogram and in the case of damage to unchecked baggage shall be limited to 332 Special Drawing Rights per passenger, provided that if in accordance with applicable law different limits of liability are applicable such different limits shall apply;
c) the making of any advance payment shall not constitute recognition of any liability on the part of the Carrier;
d) With respect to delay, Carrier shall be under no liability except as provided in these Conditions of Carriage;
e) Carrier shall in no circumstances be liable for any indirect or consequential damages arising from any loss of or damage or delay to any baggage or any delay to any passenger (including any loss of earnings or profits, loss of business opportunity or loss of revenue arising from loss of use).
16.3 To the extent not in conflict with the foregoing and whether or not the Convention applies:
16.3.1 Carrier is liable only for damage occurring on its own line. A Carrier issuing a ticket or checking baggage over the lines of another Carrier does so only as agent for such other Carrier. Nevertheless, with respect to checked baggage the passenger shall also have the right of action against the first or last Carrier;
16.3.2 Carrier is not liable for damage to cabin or carry-on baggage unless such damage is caused by the negligence of Carrier. If there has been contributory negligence on the part of the passenger, Carrier’s liability shall be subject to the applicable law relating to contributory negligence;
16.3.3 Carrier is not liable for any damage arising from its compliance with any laws or Government regulations, orders or requirements, or from failure of the passenger to comply with the same;
16.3.4 If the weight of checked baggage is not recorded on the baggage check, it is presumed that its total weight does not exceed the applicable free baggage allowance. If a higher value is declared for checked baggage pursuant to Article 9.2, the liability of Carrier in respect thereof shall be limited to such higher declared value;
16.3.5 Carrier’s liability shall not exceed the amount of proven damages. Carrier shall furthermore not be liable for indirect or consequential damages. In the event of delivery to the passenger of part but not all of his Checked baggage, or in the event of damage to part but not all of such baggage, the liability of the Carrier with respect to the undelivered or damaged portion shall be reduced proportionately on the basis of weight, notwithstanding the value of any part of the baggage or contents thereof;
16.3.6 Carrier shall not be liable for preexisting damage, including minor cuts, scratches, wear and tear, broken zippers as a result of over packing, or for items that protrude from luggage such as wheels, luggage feet and retractable handles.
16.3.7 Carrier is not liable for damage to a passenger’s baggage caused by property contained in such passenger’s baggage. Any passenger whose property causes damage to another person’s property or to the property of Carrier shall indemnify Carrier for all losses and expenses incurred by Carrier as a result thereof;
16.3.8 Carrier is not liable for damage to fragile or perishable items, money, jewellery, precious metals, silverware, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, or samples, which are included in the passenger’s checked baggage whether with or without the knowledge of the Carrier;
16.3.9 If a passenger is carried whose age or mental or physical condition is such as to involve any hazard or risk to himself or herself, Carrier shall not be liable for any illness, injury or disability, including death, attributable to such condition or for the aggravation of such condition;
16.3.10 Any exclusion or limitation of liability of Carrier shall apply to and be for the benefit of agents, employees and representatives of Carrier and any person whose aircraft is used by Carrier and such person’s agents, employees and representatives. The aggregate amount recoverable from Carrier and from such agents, employees, representatives and person shall not exceed the amount of Carrier’s limit of liability.
16.4 Unless so expressly provided nothing herein contained shall waive any exclusion or limitation of liability of Carrier under the Convention or applicable laws.
16.5 For Carriers who are Parties to Montreal Agreement:
Special Agreement applicable to carriage to, from or with an agreed stopping place in United States of America (see applicable U.S tariffs).
Article 17 - Special Agreement
17.1 Carrier shall avail itself of the limitation of liability provided in the Convention. However, in accordance with Article 22(1) of the Convention, ROYAL BRUNEI AIRLINES and certain other Carriers agree that as to all international carriage by such Carriers to which the Convention applies and which according to the Contract of Carriage includes a point in the United States of America as a point of origin, a point of destination or agreed stopping place:
17.1.1 The limit of liability for each passenger for death, wounding or other bodily injury shall be the sum US$75,000 inclusive of legal fees and costs except that, in the case of a claim brought in a State where provision is made for separate award of legal fees and costs, the limit shall be the sum of US$58,000 exclusive of legal fees and costs;
17.1.2 such Carriers shall not, with respect to any claim arising out of the death, wounding or other bodily injury of a passenger, avail themselves of any defence under Article 20(1) of the Convention.
17.2 Nothing herein shall be deemed to affect the rights and liabilities of such Carriers with regard to any claim brought by, on behalf of, or in respect of, any person who has willfully caused damage which resulted in death, wounding, or other bodily injury of a passenger.
17.3 The names of Carriers party to the agreement referred to in this Paragraph are available at all ticket offices of such Carriers and may be examined on request. Each of such Carriers has entered into the said agreement solely on its own behalf and with respect to carriage performed by it and has not thereby imposed any liability on any other Carrier with respect to the portion of the carriage performed by such other Carrier or assumed any liability with respect to the portion of the carriage performed by such other Carrier.
Article 18 - Time Limitation on Claims and Actions
18.1 BAGGAGE CLAIMS
Notwithstanding Clause 9.9.4, you are entitled to file a claim or an action to the Carrier after the discovery of the damage or at the latest within SEVEN (7) DAYS from the date of receipt. In the case of delay, the claim or action must be made at the latest within TWENTY-ONE (21) DAYS from the date of which the baggage has been placed at your disposal. Every claim or action must be made in writing and made within the time frame mentioned above.
18.2 LIMITATION OF ACTIONS
You will have no right to any Damage if an action is not brought within two (2) years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or from the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court where the case is heard.
Article 19 - Modification and Waiver
No Agent, employee or representative of Carrier has authority to alter, modify or waive any provision of these Conditions of Carriage.
Article 20 - Other Conditions
In addition to these Conditions of Carriage, we have other Regulations that apply to the carriage of Passengers and their Baggage. You have to comply with these regulations except as provided in Article 2.5. These Regulations, as amended from time to time, concern matters such as the carriage of unaccompanied minors, expectant mothers and sick passengers; and restrictions on use of electronic devices. You may obtain a copy of these Regulations from our website: www.flyroyalbrunei.com
This notice contains important information about your rights established by European Regulation (EC) No. 261/2004 (‘the Regulation’) and applies to you if:
- You have a confirmed reservation on a flight operated by RB purchased at a fare available directly or indirectly to the general public; and
- (except in the case where your flight has been cancelled) you have presented yourself for check-in before the Check-In Deadline as specified by in our Conditions of Carriage; and
- your flight is departing from an airport in the EU or from an airport in a country outside the EU to an airport in the EU (unless you received benefits or compensation and were given assistance in such other country); and
- you have not been denied boarding by reason of a matter set out in our Conditions of Carriage; and
- You have been denied boarding involuntarily or your flight is delayed by more than two hours beyond its scheduled departure time, or cancelled.
If you reasonably expect a flight to be delayed beyond its scheduled time of departure:
- For 2 hours or more on a flight of 1500km or less; or
- For 3 hours or more on any flights within EU of more than 1500km; or
- For 3 hours or more on any other flights between 1500km and 3500km; or
- For 4 hours or more for all flights not within the above categories.
You will be offered the following:
- Free meals and refreshments in reasonable relation to waiting time; and
- two (2) free telephone calls/emails/faxes/telexes.
If your flight is delayed for 5 hours or more, you will be offered the following (a choice of either):
- Refund of full cost of ticket paid, for the part or parts of journey not made, and for the part or parts already made if flights is no longer serving any purpose in relation to passenger’s original travel plan; and where relevant a return flight to the first point of departure at the earliest opportunity; or
- Re-routing under comparable transport conditions to their final destination at the earliest opportunity; or
- Re-routing under comparable transport conditions to their final destination at a later date to their convenience subject to seat availability.
If your flight is delayed at least a day, (the same offer as applied to delay for 5 hours or more as abovementioned and cancellation) with additional:
- Free meals and refreshments and free communication facilities;
- Free hotel accommodation and transfers; and
- The following compensation payments:
|For all flights of 1500km or less||EUR250|
|For all flights within EU of more than 1500km||EUR400|
|For all flights between 1500km and 3500km (not in (ii) above)||EUR400|
|For all flights over 3500km or more outside the EU (Arrives more than 3 hrs after originally scheduled arrival time)||EUR300|
|For all flights over 3500km or more outside the EU (Arrives more than 4 hrs after originally scheduled arrival time)||EUR600|
If you reasonably expect a flight to be delayed beyond its scheduled time of departure as per below:
|For all flights of 1500km or less||EUR 250|
|For all flights within EU of more than 1500km||EUR 400|
|For all flights between 1500km and 3500km (not in (ii) above)||EUR 400|
|For all flights over 3500km or more outside the EU (Arrives within 4 hrs of original time)||EUR 300|
|For all flights over 3500km or more outside the EU (Arrives more than 4 hrs of original time)||EUR 600|
Refund of ticket price paid within seven (7) days, for the part or parts of the journey not made of the flight that no longer serve any purpose in relation to your original travel plan; and where relevant a return flight to the first point of departure, at the earliest opportunity;
If RB have re-routed your flight, the above compensation payments will be paid halved, as long as the arrival time of the re-routed flight does not exceed the scheduled arrival time of the cancelled flight by:
- 2 hours for flights of 1500km or less;
- 3 hours for all flights within the EU of more than 1500km and for all other flights between 1500km and 3500km;
- 4 hours for all flights over 3500kms outside the EU
You are also entitled to:
- Meals and refreshments in reasonable relation to waiting time and
- two (2) free telephone calls/emails/faxes/telexes; and
- If, in the event of re-routing, the reasonably expected time of departure of the new flight is at least after the departure date of the cancelled flight, hotel accommodation and transport to and from accommodation.
If your flight is overbooked, the air carrier will call for volunteers to surrender their seats in exchange for benefits. If you agree to give up your seat, you are voluntarily denied boarding and in addition to the aforementioned benefits, you are entitled to claim as follows:-
- A refund within seven (7) days of the full price for ticket for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the original travel plan; or
- A return flight to the departure airport as soon as possible; or
- Re-routing under comparable transport conditions, to their final destination as soon as possible, or if agreed, at a later date at the passenger’s convenience, subject to the availability of seats.
You are involuntarily denied boarding if RB refuses to allow you board your flight even though you pose no health, safety or security risk to the air carrier and you arrived at the airport with:
- a confirmed reservation;
- the travel documentation required to complete your journey;
- sufficient time to complete check-in, security and boarding procedures.
If involuntarily denied boarding occurs, you are entitled to claim as follows:-
|For all flights of 1500km or less||EUR250|
|For all intra Community flight (those within EU) of more than 1500km||EUR400|
|For all flights between 1500km and 3500km (not in (ii) above)||EUR400|
|For all flights over 3500km or more outside the EU||EUR600|
If Royal Brunei have re-routed your flight, the above compensation payments will be paid halved, as long as the arrival time of the re-routed flight does not exceed the scheduled arrival time of the re-routed flight by:
- 2 hours for flights of 1500km or less
- 3 hours for all intra Community flights of more than 1500km and all other flights between 1500km and 3500km;
- 4 hours for all flights over 3500km outside the EU.
Make a claim - UK
In the event that we are unable to successfully resolve your complaint, and you are still not satisfied following the conclusion of our Complaints Handling Procedure, you may refer your complaint to AviationADR.
AviationADR is an Alternative Dispute Resolution provider to which [we/Member] subscribes and is free to use to consumers. AviationADR is approved by the Civil Aviation Authority (CAA) to provide dispute resolution services and undertake an independent review of your complaint.
Complaints can be raised to AviationADR in the following ways:
- Online – via AviationADR’s online complaint form which can be accessed at www.cdrl.org.uk/aviation-adr/
- In writing by post – in order to accept your complaint, AviationADR requires you to post it a completed paper complaint form. This form can be accessed and downloaded via www.cdrl.org.uk/aviation-adr/. If you require a paper form to be posted out to you, you can request this by contacting us via our online Support centre, details of which you will find below. Once completed, this should be posted, along with your supporting evidence, files etc. to AviationADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes. MK12 5TW
- If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, AviationADR are able to discuss your request for assistance via telephone at 0203 540 8063. AviationADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.
Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.
Once you have submitted your complaint form, AviationADR will complete an initial assessment of your complaint and refer it to [us/Member] to request our response within 28 days.
Should you have any questions, AviationADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at www.support.cdrl.org.uk
Royal Brunei Airlines (RB) is committed to maintain the highest level of safety, service, comfort and convenience to our customers. This Customer Service Plan is introduced in accordance with the requirements of Article 119-5 of Aviation Law and is applicable for flights to and from the airport located within the Korean territory.
1. Notifying Consumers of Known Delays, Cancellations, and Diversions
a. With respect to each flight scheduled to depart within 7 days, RB will update the information in the event of any change in the status of a flight no later than 30 minutes after the carrier becomes aware of a flight status change (e.g, a cancellation, a delay of 30 minutes or more, or a diversion).
b. The flight change information will be provided either through the following means:-
i. within RB’s boarding gate area (on the day of the flight);
ii. RB’s official website (www.flyroyalbrunei.com); or
iii. telephone reservation system; or
iv. through SMS (Short Message Service) if you have registered for notification services on RB website; or
v. if you have provided any other ways of contact (ex. E-MAIL, telephone), RB will attempt to reach you through those reasonable methods.
2. Baggage Delivery
a. We undertake to use our best effort to carry our customers and their baggage(s) on the same flight and their baggage(s) delivered within reasonable dispatch.
b. In case of any delay, we will make every reasonable effort to return it to you within 24 hours.
c. The followings are the contributing factors which may affect your baggage delivery where we are unable to deliver within the prescribed time: customs and immigration procedures, unusual operational interruptions, and/or the handling baggage by other carriers (for itineraries involving more than one airline).
d. If you are unable to locate a bag upon arrival, you should notify an RB baggage services agent prior to customs clearance. A report will be filed for you at that time, and you will be given a phone number for follow-up. You will receive periodic updates regarding the status of your baggage.
e. RB may at its discretion compensate you RB for baggage delays. Once a delay bag is located, RB will return the bag to designated address.
3. Damaged baggage
In the event of damaged baggage, please report to the airport Baggage Service Office, located near the baggage claim area, immediately upon arrival. Claims for damaged baggage must be submitted within seven (7) days upon arrival at your destination.
Missing item(s) from checked baggage
If you have missing item(s) from your checked baggage, please report to the airport Baggage Service Office immediately upon arrival at your destination, or in writing within twenty-one (21) days of your flight arrival.
4. Providing Ticket Refunds
For tickets purchased through RB’s website, RB reservation/ticketing office or travel agent and ticket refunds are due, we will process and provide the refund back to you, including any fees for optional services without refund charge that you were unable to use due to an over sales situation or flight cancellation.
5. Customer care during lengthy tarmac delays
Tarmac delays may happen due to various reasons such as safety requirements, unfavorable weather conditions, air traffic congestion and other operational factors. RB always strives for the highest quality service so that our customers are happy they have chosen to fly with us. In this respect, we have developed a comprehensive contingency plan, making sure we consistently meet our customers’ essential needs in the event of a lengthy tarmac delay.
For international flights covered by this Plan that depart from or arrive at a Korea airport, RB will not permit an aircraft to remain on the tarmac at a Korea airport for more than four hours before allowing passengers to deplane unless; either the pilot-in-command determines there is a safety-related or security-related reason that the aircraft cannot leave its position on the tarmac to deplane passengers; or air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.
RB will provide for the essential needs of our passengers during flight irregularities, such as a flight diversion, cancellation or a lengthy tarmac delay.
Each RB airport office in Korea has a comprehensive contingency plan to respond to any irregularities. We always keep in close coordination with local airport authorities, government authorities as well as our code-sharing partners. We ensure that adequate resources are available, and designate an in-charge person to handle all arrangement, as well as to communicate with our Flight Operations Division and our flight crew.
When a flight that is departing from a Korea airport or is arriving at a Korea airport happens to have a lengthy tarmac delay, passengers will be offered snack/food and water no later than two hours following gate departure or flight touch down unless the pilot-in-command determines that safety or security reasons prevent such service. RB will also provide medical assistance to passengers in case urgent medical attention is needed. Aircraft lavatories will be ready for services. Special assistance is also available for our passengers with disabilities.
Announcements will be made every 30 minutes onboard aircraft during a tarmac delay. The announcements will begin no more than 30 minutes after the scheduled departure time and will include information about the opportunity to deplane, if it exists, as well as the reason(s) for the delay.
Passenger will be advised that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists to deplane safely without disrupting airport operations. Once the flight is ready to depart again, and a passenger who has deplaned cannot return to board on time, RB has the right to depart the flight without those passengers.
6. Boarding priority on oversold flights
Over sales or overbooking is one of the common aviation industry shortcomings, due to the number of passengers that cancel their bookings close to departure or fail to show up for a flight. These are referred as “no shows”. If at the time of departure, there are still more passengers with confirmed reservations than vacant seats available, our airport team will provide information about our denied boarding policy and passengers will be asked to give up their seats voluntarily in exchange for compensation.
In rare circumstances, should there be not enough passengers willing to give up their seats voluntarily; other passengers may be denied boarding on an involuntary basis.
Apart from a few exceptions, under such circumstances, passengers denied boarding involuntarily will be entitled to the denied boarding compensation in line with Consumer Dispute Resolutions. Passengers denied boarding due to over sales will be treated with fairness and consistency and as described in our policies and procedures. They generally will be protected or rerouted to the final destination of the ticket presented at check-in by the first available flight(s) or at a later date if the passenger requests.
7. Disclosure of Cancellation Policies, Frequent Flyer rules, aircraft seating configurations, etc
RB’s cancellation policies, frequent flyer rules, aircraft seating configuration with set pitch/width and emergency door location are available on our website by following the links below and, upon request, from our telephone reservation system.
Cancellation Policies – For tickets purchased at RB website or RB reservation/ticketing office and ticket refunds are due, we will process and provide the refund back to you, including any fees for optional services that you were unable to use due to an over sales situation or flight cancellation.
8. Services provided to mitigate passenger inconveniences resulting from flight cancellations and misconnection
In order to help reduce inconveniences resulting from flight cancellations and misconnections, RB will offer you or arrange for appropriate remedies which, depending on the circumstances may include the following:
Re-route you to your final destination as soon as possible or at a later date that is convenient for you.
Offer a full refund of the fare for the affected segments, without penalty or refund surcharge.
Offer free telephone/telex/fax service to your destination.
Provide appropriate refreshments, meals, and hotel accommodations, if required.