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.

2.1   GENERAL

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.

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.

Stopovers may be permitted at agreed stopping places subject to government requirements and Carrier’s Regulations.

5.1   GENERAL

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.

5.3   ROUTING

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.

5.5   CURRENCY

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.

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.

6.4   SEATING

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.

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.

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.

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:

9.3.1.1   Items which do not constitute Baggage as defined in Article 1;

9.3.1.2   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.

9.3.1.3  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.

9.3.1.4   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);

9.3.1.5   Items the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from, to or over;

9.3.1.6   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;

9.3.1.7   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;

9.3.2   MUNITIONS

9.3.2.1   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.

9.3.2.2   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 9.3.1.2 above;

9.3.2.3   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;

9.3.2.4   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;

9.3.2.5   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 9.3.2.2 or 9.3.1.5. 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   ANIMALS

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.

10.1   SCHEDULES

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.

11.1   GENERAL

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.

11.7   CURRENCY

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.

11.9   OTHERS

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.

12.1   GENERAL

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.

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.

14.1   GENERAL

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.

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.

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).

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.

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.

No Agent, employee or representative of Carrier has authority to alter, modify or waive any provision of these Conditions of Carriage.

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

The title of each Article of these Conditions of Carriage is for convenience only, and is not to be used for interpretation of the text.

Name of Carrier: ROYAL BRUNEI AIRLINES SDN BHD

Abbreviation of Name:    BI

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:

If you reasonably expect a flight to be delayed beyond its scheduled time of departure as per below:

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:-

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.

If you would like to make a claim, please email our Customer Relations Team at feedback@rba.com.bn along with a completed EU Compensation Application Form.

Please note that as Royal Brunei is not an EU community carrier, EU Regulation 261/2004 applies only to flights departing from London Heathrow.

If, after we have provided a final response to your claim, you are unhappy with the outcome, you can refer your complaint to AviationADR.  AviationADR is a free to use service approved by the Civil Aviation Authority to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of receiving this correspondence.

For further information or to submit your complaint to AviationADR please visit www.aviationadr.org.uk. Alternatively, your complaint can be addressed to:

AviationADR

12 – 14 Walker Avenue

Stratford Office Village

Wolverton Mill

Milton Keynes

MK12 5TW

请仔细阅读以下条款和条件。这些条款以及我们规定的信息中列出了您与文莱皇家航空之间签订合同的条款和条件，并表明了我们对彼此作出的合同承诺。

如有任何疑问，请与我们联系，我们将会为您答疑解惑。如果您继续预订，则视为您同意接受这些一般条款和条件的约束。

1.1. 每当您使用我们的服务时（无论这些服务是由我们提供还是由其他公司或代理商提供的），包括当您与我们一起旅行，使用文莱皇家航空假日时，我们都将收集您的个人信息。

1.2. 如果您在文莱皇家航空预订，我们主要将您的数据用于满足您的需求。我们会时常保留您提供的数据，包括您的购买记录以及您在使用我们的产品和服务时收集到的数据。

1.3. 您的数据可能被用于以下目的：会计、账单和审计、信用卡或其他支付卡验证和筛查、移民和海关管控、安全、安保、健康、行政和法律目的、系统测试、维护和开发、维护客户关系，以及有助于我们以后为您提供服务，例如确定您的需求及偏好。

1.4. 因此，我们可能会将您的数据资料透露给以下任何一家公司：满足您的需求的公司、数据处理公司、旅行社、政府和执法机构、信用卡和签帐卡公司以及筛查服务提供商。因此，我们所掌握的有关于您和您的行程安排的任何信息都可能会在您的旅途中披露给任何国家的海关和移民局。

1.5. 旅客往返某些目的地时可能需要在出发前向其所乘航班的航空公司提供某些护照及相关信息。如果这些信息是必要信息，我们将在预订时告知您。

1.6. 我们可能会将本网站和/或我们的应用程序链接到其他公司或其他机构的网站（统称为“第三方网站”）。由于此类第三方网站不在我们的控制范围内，本隐私声明不适用于此类网站。如果您使用提供的链接访问第三方网站，这些网站的运营商可能会收集您的个人信息。在提交任何个人信息之前，请确保您对这些第三方网站的隐私声明表示同意。我们会尽力确保所有第三方链接的网站都采取等效措施来保护您的个人信息，但对于这些第三方网站上的活动、隐私政策或尊重隐私的程度，我们不承担法律责任或其他责任。

2.1. 关于文莱皇家航空假日，我们提供以下方案：

2.1.1. 整个套餐按全包价出售，包含二十四（24）小时以上的服务或留宿，其中涉及航班、住宿以及额外提供的旅游和接送服务（“套票”）；

2.1.2. 仅酒店住宿（“酒店住宿”）；

2.1.3. 仅旅游（“旅游”）；或者

2.1.4. 仅接送（“中转”）。

2.2. 所报价格（除非另有说明）均以文莱元计，包括相关应纳税款、附加费和服务费，且这些报价都是根据套餐总价设定的。

2.3. 婴儿（旅行时不满2周岁）和儿童（旅行时年龄在2-12周岁）必须有成人陪同。婴儿（不满2周岁）不符合至少需要两（2）位旅客的最低要求。

2.4. 报价不含洗衣、客房服务、电话、未指定的餐食或旅行、饮料、超重行李和搬运费、护照和签证等费用、机场税、个人保险和行李保险、小费以及所有其他属于个人性质的项目收费。使用某些酒店的设施，例如健康中心、商务中心、水疗中心等，可能需要付费。建议旅客在使用前先与酒店进行确认。

2.5. 接送和旅游服务过程中使用英语进行交流。如需外语导游，将收取额外费用，且旅客须在抵达前提出请求。

2.6. 在您通过此网站（即holidays.flyroyalbrunei.com网上预订工具）预订航班时，即表示您同意文莱皇家航空的条款和条件。

2.7. 这些套餐不适用于酒店会员计划的应计项目。

2.8. 这些文件可在文莱皇家航空网站上找到。

3.1. 当您乘坐我们的航班时，您的旅程可能会受某些国际公约的约束，例如《华沙公约》和《蒙特利尔公约》。您在旅程中需要遵守我们的一般运输条款。我们将依据这些国际公约和我们的《一般运输条款》中的条款和条件为您提供服务。请知悉所有这些条款和条件构成您与我们以及与各自供应商、酒店或运营商签订的合同的一部分。

4.1. 儿童

4.1.1. 每个服务提供商对于儿童都制定了一套适用于自己的特殊条款，这些特殊条款并不是基于某一项特定标准；因此，鉴于每个机构/供应商都遵守自己的特殊条款或推出优惠活动，我们建议您在预订时询问这一点。

4.1.2. 住宿服务：此类优惠或特殊条款须理解为仅在儿童与两（2）位成人同住一个房间时适用。

4.1.3. 婴儿床–如需此项服务，请在预订时注明，因为某些酒店提供的此类物品有限。如需此项额外服务，最终用户可以直接向提供这项服务的酒店付款。

4.1.4 是否按儿童身份收费由相关酒店根据儿童政策确定。

4.1.4.1. 年龄满十（10）周岁及以上，一些酒店即将其视为成人。

4.1.4.2. 年龄满十二（12）周岁及以上，一些酒店即将其视为成人。

4.2. 第三人

4.2.1. 如预订旅客为三人组，绝大多数酒店都会安排带加床的双人间。如有成人享用加床服务，请咨询这项服务是否需额外收费和/或是否有优惠，因为每个酒店的政策都不相同。由于有些酒店能够提供的加床服务有限，旅客预订时，请务必核对清楚是否可以加床。如旅客未能在预订时核对这一点，可能导致在酒店无法享用加床服务，则旅客无权要求文莱皇家航空提供任何补偿服务或退款。

4.3. 住宿服务：任何额外的服务，例如电话、保险、洗衣服务、迷你吧、停车场等均由旅客直接付款。

4.4. 除非另有说明，否则酒店的客房均根据酒店当日实际情况进行分配；也就是说，从标准间开始，酒店客房根据当日入住率进行分配。分配哪个类别的房间由酒店自行安排。

4.5. 旅客在预订时可以要求提供分开的床，但是，是否能够享受这项服务要视具体情况而定。三人间和四人间并不是由单人床组成，通常是由两个双人床拼成。大多数酒店无法添加额外的床来构成三人间或四人间，但是可以提供折叠床，折叠床可能需要额外收费。一些酒店在提供了加床服务的基础上可能不会提供免费早餐。

4.6. 酒店入住时间一般在中午12点至下午3点。酒店退房时间通常为中午12点之前。正式入住之前以及正式退房之后，如占用酒店客房，酒店保留收取费用的权利。建议旅客在预订时，请考虑是否会提前抵达或延迟离开。如果酒店确保旅客可以提前入住或延迟退房，酒店可以向旅客收费。

4.7. 我们为您安排的任何住宿服务都只供预订确认单（或开具的最新凭证）上指定的人员使用。请勿与他人共享住宿服务或让其他人在酒店住宿。住宿期间，如有旅客对酒店或酒店财物造成任何损坏，由旅客自行负责。这些费用须由旅客本人支付，并且可能必须在当地支付。

4.8. 一年之中，可能会有某些住宿场所更改名称或商标名，我们不得将其视为更换酒店或变更预订。

4.9. 在某些国家/地区，有一种称为“住宿税”或“旅游税”（生态税）的地方税，这些税费须由旅客直接在相关酒店或机场支付。

4.10. 酒店的类别由相关酒店根据每个国家/地区适用的具体规定进行确定。因此，对于不同国家/地区属于同一类别的酒店，其服务和质量可能会有所不同。

4.11. 文莱皇家航空会向旅客提供是否存在酒店翻新或整修工程及其工期等信息，这些信息由酒店提供。对于并不知悉或超出计划完工日期的酒店翻新或整修工程，如有旅客对此提出索赔，文莱皇家航空概不受理。

4.12. 我们会提供图片、便利设施和设备的描述等让旅客了解有关酒店的一般信息。尽管我们努力确保所提供的有关于酒店便利设施和设备描述是正确无误的最新信息，但我们从旅行供应商处获得的信息不一定代表实际情况。房间类型的图片也不一定与旅客享受到的客房配置完全吻合。

4.13. 如有任何特殊需求（如需要无烟房/相邻房/互连房），请旅客在预订时告知酒店。是否能够满足这些需求，视旅客入住时的空房情况而定。残障人士客房通常设有无障碍通道，但不一定有为严重残障人士配备的设施。某些酒店可能没有这些设施。

4.14. 有些酒店将不时地进行翻新，这些酒店在整修时都会尽一切合理努力减轻对旅客造成的干扰。如果您不想入住正在翻新的酒店，则恕不退款。

4.15. 大多数酒店要求旅客在入住时提供一张主信用卡以支付费用。如果旅客没有信用卡，则可能需要支付现金作为押金。如果您不出示任何信用卡或拒绝支付现金，酒店有权拒绝办理入住手续。对于您产生的一切额外费用，请在退房前直接支付给酒店。关于您在酒店产生的个人费用，我们概不负责。

4.16. 酒店将在旅客登记入住时收取押金，并在退房时退还。押金金额由酒店确定，支付方式包括现金支付和信用卡支付。

5.1. 预订

5.1.1. 如需入住酒店，请至少提前一（1）天在网上预订。

5.2. 确认和付款

5.2.1. 每次网上交易时，您都会收到有关预订状态的电子邮件通知。

5.2.2. 完全确认预订情况后，旅客需通过借记卡/信用卡全额付款。确认预订情况后，如未能在四十八（48）小时内付款，将导致订单自动取消。

5.2.3. 文莱皇家航空在确认服务并收到全额付款后，会将电子机票、住宿、接送和旅游凭证（如适用的话，具体视所选套餐而定）等以电子邮件的方式发送给您。

5.2.4. 如果无法确认您选择的套餐，您所支付的款项会全额退还至您的支付卡。

5.3. 凭证

5.3.1. 凭证必须在抵达目的地时出示给地面服务运营商和/或酒店。如果您未能出示，地面服务运营商和酒店有权按公布的价格收取预订费用。

5.3.2. 如需预订接送服务，请提供必要的信息。签发凭证之前，请检查预订是否有误。

5.3.3. 所有旅客每次旅行时必须随身携带凭证，并在检查时根据要求出示。

5.3.4. 请妥善保管您的凭证。

5.3.5. 凭证遗失：如果凭证遗失、丢失或失窃，文莱皇家航空没有义务更换新的凭证。如需继续旅行，旅客需自行购买一张新的凭证。

5.3.6. 电子凭证遭损坏或篡改：如果电子凭证遭损坏或篡改，则该电子凭证将失效，如果旅客凭这张电子凭证享受旅行，一律按无凭证处置。如果旅客在出发前发现凭证遭损坏或篡改，可以向文莱皇家航空索取一封有关电子凭证的邮件。

5.4. 预订未到

5.4.1. 请注意，套餐内的所有服务均需使用完毕。如果您未能乘坐我们的航班或入住酒店，且事前您未给予通知，则您的套餐将被视为已失效，且恕不退款。

5.4.2. 未经事先与文莱皇家航空协商并得到其授权，如果出现“预订未到”的情况，恕不退款。文莱皇家航空应将应付费用告知您，应付费用从一晚的费用到预订费用总金额不等。

5.5. 修改和修正

5.5.1. 预订后，未经文莱皇家航空授权，旅客不得缩短预订的停留时间或减免已申请的服务，也不得更改订单上的客户名称。任何此类更改应视为取消订单。

5.6. 取消和退款

5.6.1. 如需取消订单和退款，须根据航空公司和酒店各自的条款与条件获得批准。

5.6.2. 如需取消订单和退款，须提供证明文件。

5.6.3. 取消订单可能会产生违约金或修改费。

6.1. 预订

6.1.1. 如需入住酒店，请至少提前一（1）天在网上预订。

6.2. 确认和付款

6.2.1. 每次网上交易时，您都会收到有关预订状态的电子邮件通知。

6.2.2. 完全确认预订情况后，旅客需通过借记卡/信用卡全额付款。确认预订情况后，如未能在四十八（48）小时内付款，将导致订单自动取消。

6.2.3. 文莱皇家航空在确认服务并收到全额付款后，会将住宿凭证以电子邮件的方式发送给您。

6.2.4. 如确认您预订的酒店无法入住，我们将会为您安排同一类别的其他酒店。如果您拒绝入住其他酒店，订单将自动取消，合同也会失效。我们将会退还与该特定酒店直接相关的所有费用。

6.3. 凭证

6.3.1. 凭证必须在抵达目的地时出示给酒店。如果您未能出示凭证，酒店有权按公布的价格收取预订费用。

6.3.2. 所有旅客每次旅行时必须随身携带凭证，并在检查时根据要求出示。

6.3.3. 请妥善保管您的凭证。

6.3.4. 凭证遗失：如果凭证遗失、丢失或失窃，文莱皇家航空没有义务更换新的凭证。如需继续旅行，旅客需自行购买一张新的凭证。

6.3.5. 电子凭证遭损坏或篡改：如果电子凭证遭损坏或篡改，则该电子凭证将失效，如果旅客凭这张电子凭证享受旅行，一律按无凭证处置。如果旅客在出发前发现凭证遭损坏或篡改，可以向文莱皇家航空索取一封有关电子凭证的邮件。

6.4. 预订未到

6.4.1. 在没有给出事先通知的情况下，如果旅客预订后未能入住酒店，则视为取消订单。

6.4.2. 未经事先与文莱皇家航空假日协商并得到其授权，如果出现“预订未到”的情况，恕不退款。文莱皇家航空假日应将应付费用告知您，应付费用从一晚的费用到预订费用总金额不等。

6.5. 修改和修正

6.5.1. 预订后，未经文莱皇家航空授权，旅客不得缩短预订的停留时间或减免已申请的服务，也不得更改订单上的客户名称。任何此类更改应视为取消订单。

6.5.2. 如在预订的住房期间过后，旅客还需续住，则视酒店的空房率而定；如果旅客续住，价格应作相应修改，我们的文莱客户服务中心负责对订单进行更改，并收取管理费。

6.6. 取消

6.6.1. 如需取消订单，须遵守预订时告知的相应供应商、酒店或运营商的取消预订政策。

6.6.2. 您可以根据预订时提供的取消预订政策和期限取消住宿订单。

7.1. 预订

7.1.1. 如需旅游，请在达到目的地之前至少提前一（1）天在网上预订。

7.2. 确认和付款

7.2.1. 每次网上交易时，您都会收到有关预订状态的电子邮件通知。

7.2.2. 完全确认预订情况后，旅客需通过借记卡/信用卡全额付款。确认预订情况后，如未能在四十八（48）小时内付款，将导致订单自动取消。

7.2.3. 文莱皇家航空在确认服务并收到全额付款后，会将旅游/活动凭证以电子邮件的方式发送给您。

7.3. 凭证

7.3.1. 凭证必须在到达目的地时出示给地面服务商。如果您未能出示凭证，地面服务商有权按已公布的价格收取预订费用。

7.3.2. 所有旅客每次旅行时必须随身携带凭证，并在检查时根据要求出示。

7.3.3. 请妥善保管您的凭证。

7.3.4. 凭证遗失：如果凭证遗失、丢失或失窃，文莱皇家航空没有义务更换新的凭证。如需继续旅行，旅客需自行购买一张新的凭证。

7.3.5. 电子凭证遭损坏或篡改：如果电子凭证遭损坏或篡改，则该电子凭证将失效，如果旅客凭这张电子凭证享受旅行，一律按无凭证处置。如果旅客在出发前，发现凭证遭损坏或篡改，可以向文莱皇家航空索取一封有关电子凭证的邮件。

7.4. 预订未到

7.4.1. 旅客在未给出事先通知的情况下，如未能出现在接客地点，视为取消订单。

7.4.2. 未经事先与文莱皇家航空协商并得到其授权，如果出现“预订未到”的情况，恕不退款。文莱皇家航空应将应付费用告知您，应付费用为旅游费用总金额。

7.5. 修改和修正

7.5.1. 预订后，未经文莱皇家航空授权，旅客不得缩短预订的停留时间或减免已申请的服务，也不得更改订单上的客户名称。任何此类更改应视为取消订单。

7.5.2. 如在预订的旅游期间过后，旅客还需继续旅游，则视具体情况而定；如果旅客继续旅游，价格应作相应修改，我们的文莱客户服务中心负责对订单进行更改，并收取管理费。

7.6. 取消

7.6.1. 如需取消订单，须遵守预订时告知的相应供应商或运营商的取消预订政策。

7.6.2. 您可以根据预订时提供的取消预订政策和期限取消您的套餐。

8.1. 预订

8.1.1 如需接送服务，请在抵达目的地前至少一（1）天在网上预订。

8.2. 确认和付款

8.2.1. 每次网上交易时，您都会收到有关预订状态的电子邮件通知。

8.2.2. 完全确认预订情况后，旅客需通过借记卡/信用卡全额付款。确认预订情况后，如未能在四十八（48）小时内付款，将导致订单自动取消。

8.2.3. 文莱皇家航空在确认服务并收到全额付款后，会将旅游/活动凭证以电子邮件的方式发送给您。

8.3. 凭证

8.3.1. 凭证必须在抵达目的地时出示给接送服务提供商。如果您未能出示凭证，接送服务提供有权按已公布的价格收取预订费用。

8.3.2. 所有旅客每次旅行时必须随身携带凭证，并在检查时根据要求出示。

8.3.3. 请妥善保管您的凭证。

8.3.4. 凭证遗失：如果凭证遗失、丢失或失窃，文莱皇家航空没有义务更换新的凭证。如需继续旅行，旅客需自行购买一张新的凭证。

8.3.5 电子凭证遭损坏或篡改：如果电子凭证遭损坏或篡改，则该电子凭证将失效，如果旅客凭这张电子凭证享受旅行，一律按无凭证处置。如果旅客在出发前发现凭证遭损坏或篡改，可以向文莱皇家航空索取一封有关电子凭证的邮件。

8.4. 预订未到

8.4.1. 旅客在未给出事先通知的情况下，如未能出现在接客地点，视为取消订单。

8.4.2. 未经事先与文莱皇家航空协商并得到其授权，如果出现“预订未到”的情况，恕不退款。文莱皇家航空应将应付费用告知您，应付费用为接送服务费用总金额。

8.5. 修改和修正

8.5.1. 预订后，未经文莱皇家航空授权，旅客不得缩短预订的停留时间或减免已申请的服务，也不得更改订单上的客户名称。任何此类更改应视为取消订单。

8.5.2. 如在预订的接送服务期间过后，旅客还需继续享受接送服务，则视具体情况而定；如果旅客继续享受接送服务，价格应作相应修改，我们的文莱客户服务中心负责对订单进行更改，并收取管理费。

8.6. 取消

8.6.1.a. 如需取消订单，须遵守预订时告知的相应供应商或运营商的取消预订政策。

8.6.1.b. 您可以根据预订时提供的取消预订政策和期限取消您的套餐。

9.1. 在适用法律允许的范围内，对于旅行/假日期间以任何方式引起的任何损失、伤害、事故、损坏、延误或费用等，文莱皇家航空及其员工或协助我们或与我们合作的代理商均概不负责。

9.2. 参加文莱皇家航空假日组织的任何旅行/假日的每位旅客，对于人身伤害或财产损失方面的风险，由其自行承担。除非适用法律或国际公约另有规定，否则对于因延误、疾病、天气、罢工、战争、隔离或天灾而造成的损失和费用，由旅客全部承担。

9.3. 如果文莱皇家航空认为合适，可以根据其唯一绝对酌情权更改任何行程和/或住宿安排，恕不事先通知。

9.4. 文莱皇家航空已在劳合社某些保险公司购买了保险，并请国际乘客保护有限公司（IPP）对其进行破产保护。该保险仅针对文莱皇家航空的破产事宜，此类破产涉及旅客根据 《2018年套餐旅行和相关旅行安排条例》和/或《指令（欧盟）2015/2302》就预订的相关旅行和套餐旅行安排向文莱皇家航空支付的所有款项。如果您因我们破产提出索赔，请通过+44 (0)345 266 1872（英国电话）或索赔网址www.ipplondon.co.uk联系 IPP。

10.1. 这些条款和条件应被视为是可以分割的，如果确定某条款不可执行或无效，应在适用法律允许的最大范围内强制执行该条款，而且，即使确定某条款不可执行或无效，也不会影响其余任何条款的有效性和可执行性。

11.1. 这些条款和条件受文莱达鲁萨兰国法律的约束，如果发生争议，您同意服从文莱达鲁萨兰国法院的专属管辖权。

12.1. 如果您在文莱皇家航空预订，则视为您承认并同意文莱皇家航空可以出于以下目的收集、储存、使用和披露您提供的关于您及您同伴的个人信息：使我们能够处理您的订单（其中包括将您的信息传递给第三方供应商，例如酒店经营者、旅行社，并可能会将您的信息发送到隐私保护法与您所在国家/地区的法律水平不一样的国家/地区；用于我们进行市场研究和分析；改善客户服务；检测和预防欺诈或其他犯罪（其中可能包括向银行、信用卡公司和警察等组织提供您的信息）；遵守法律要求（其中包括将您的信息传递给海关和移民局等公共机关），以及通过电子邮件、邮寄、短信和/或电话与营销部门联系，以便为您提供与您所购买产品和服务相似的产品和服务的相关报价和信息（除非您在预订时选择退出此类市场营销）。

12.2. 为进行培训和改善服务质量，并预防/检测犯罪行为，如有旅客来电，电话可能会被录音。如果您通过我们的网站进行预订，或者您选择让我们通过电子邮件与您联系，我们将使用您提供的电子邮件地址向您发送旅游资料。

13.1. 我们的第三方供应商也制定了他们的条款和条件（“供应商条款”）。第三方供应商对其提供的服务进行管控，即使您与我们签订了合同，您也将受到供应商条款的约束。

13.2 如果供应商的条款和条件与这些预订条款发生冲突，则以供应商的条款和条件为准，但是，如果供应商的条款和条件根据英国法律被视为无效条款或无法执行，在这种情况下，以我们预订条款中的相关条款或条件为准。我们某些供应商的条款可能会限制或免除他们对您承担的责任，由于这些供应商条款适用于您与我们签订的合同，因此也可能会限制或免除我们对您承担的责任。

14.1. 关于网站上列出的供应商（提供酒店服务或其他旅游服务），文莱皇家航空对其服务质量水平或等级不作任何陈述，不发表任何意见，不提任何建议。

14.2. 可以根据因素（包括但不限于他们的评论、评价或其他因素，这些因素都可以更新或变更），以不同类别的形式介绍供应商。

14.3. 我们对其他方的现有等级评价是根据他们（销售商、供应商或其他评论网站）提供的信息提供的。文莱皇家航空不负责验证所作评价是否属实，因此对现有评价的准确性不承担任何责任。我们特此声明：我们不会对与网站上的评价承担任何索赔、损失或责任。

15.1. 为前往目的地国，旅客应负责获得有效期至少为六（6）个月的护照和签证（如果需要）。

15.2. 每位旅客应自行负责其旅行证件的准确性。

15.3. 有关签证的要求，请在旅行前咨询您的旅行社或当地领事馆/大使馆。如有任何国家拒绝任何旅客入境，文莱皇家航空将不承担因此造成的任何费用，也不报销或退还旅游费用。

16.1. 我们强烈建议您在开始度假之前购买个人旅游保险。

17.1. 如需投诉，请及时将所涉及的服务情况告知我们的代表以及各自相应的供应商、酒店或运营商。任何口头通知都必须以书面形式尽快确认。

17.2. 如果您对投诉的处理结果并不满意，请在度假回国后二十（20）天内写投诉信。逾期提出的任何投诉/索赔，请恕概不受理。

17.3. 如果我们在履行合同的过程中，有任何失职情况，请您及时指出，以便我们能够及时处理。如果由于我们自身原因导致我们无法提供某项服务或套餐所含的任何项目，在您出示相关收据/充分证明后，我们将进行核实，如情况属实，我们会针对由于此类失职直接产生的费用进行补偿。

17.4. 如需针对文莱皇家航空假日产品进行任何沟通、查询、投诉或索赔，请通过holidays@rba.com.bn直接联系文莱皇家航空假日客户服务中心。

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.

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.

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.

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.

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.

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.

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.

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.

Frequent Flyer Rules

Aircraft Seating Configuration

Emergency door location

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.

We stand behind the services of our code-share partners and we will strive to ensure that you receive excellent customer service whenever you travel on a RB ticket including flights operated by our code-share partners. We will publish a direct link on www.flyroyalbrunei.com directing to our partner airlines websites to provide current information on their policies and procedures.

Each airline has its own terms and conditions of carriage. We encourage all customers to familiarize with the operating carrier’s terms and conditions which may affect the handling of check-in, baggage and special needs etc.

The aircraft information have been complied to the Korea Fair Trade Commission’s Para 1, Article 4 of the Fair Labelling and Advertising Act, and is applicable to aircraft operating to and from the Republic of Korea.

Kindly visit our website to read our General Conditions of Carriage.