Support packages - Terms and conditions

General terms
Support Packages were designed to allow our customers to select the level of support service they
prefer to receive with regards to their flight reservation.
Each Support Package is associated with a particular flight reservation and cannot be transferred to
another flight reservation.
Please note that the current document describes all services available. The particular combination of
services offered as a Support Package when booking the flight may not include all of the below
mentioned features. Note also, that Support Packages may not be offered in all markets.

Change/cancellation fee
Change/cancellation fee is an administrative fee charged per passenger in case you proceed with flight
reservation change or cancellation. Charged in addition to the penalties incurred by the airline as per
the flight fare rules.
In case a particular Support Package offers waived change/cancellation fee, any charges incurred by
the airline remain payable.

Schedule change fee

Schedule change fee is an administrative fee charged per passenger for assistance and support in
handling airline imposed schedule changes and cancellations.
In case a particular Support Package offers waived change/cancellation fee, any charges incurred by
the airline remain payable.

Support priority
Defines the priority according to which the process of your request will be initiated.
Support priority applies only to requests related to existing flight reservations and submitted via the
website online form or by phone.
All requests with regards to airline schedule changes and invoicing (invoice issue, re-issue etc.) will be
treated with Standard priority regardless of the purchased Support Package.
Requests placed during the weekends (Saturday and Sunday) and public holidays which require
handling from departments other than Travel Operations, will be handled on the next business day
according to the stated priority (e.g. refund and payment related clarifications).
Please bear in mind, that it is the customer’s responsibility to properly submit a request through the
website online form. We hold no responsibility in case there is a delay with the process of a request
which was submitted through the online form under a wrong category.
Standard support priority means that your request will be processed according to its urgency and
always after the requests of the customers departing within the next 48 hours are processed.

Refund period
The period of time during which the refund amount will be processed and released to your account.
Standard refund period equals maximum 30 working days and starts counting from the moment we
receive the authorization from the airline.
For Support Packages offering refund period other than Standard, the mentioned period starts
counting from the moment we receive your confirmation for such refund and/or all the necessary bank
details.
Please note that the mentioned number of days refer to the period of time within which the refund will
be processed by us and released from our account. Depending on the number of the parties/banks
involved in the transfer and their policies, the funds might actually be deposited in your account with a
several days delay.
In some rare cases we are not aware about the exact refund amount which will be authorized by the
airline. In such cases refund period other than Standard starts counting from the moment we receive
the airline refund authorization. Such cases usually occur when the reservation is cancelled for reasons
not stated in the fare rules or if additional investigation by the airline is required (flight cancellation
due to illness, visa rejection, cancellation of partially used ticket etc.).
Please note that the credit note following the refund will be issued with a several days delay.

Product refund rules

We will refund the customer with the total price paid for the Support Package only in one of the below
cases:

when the flight tickets cannot be issued due to a technical problem,

when the customer asks for cancellation before the tickets are issued.

In all other cases the product is non-refundable after purchase.