Contact us through our channels
Refers to the locator number and, if applicable, the luggage registration voucher issued by or on behalf of World2Fly, which entitles its holder or the Passenger to travel from the origin to the destination under the terms and conditions contained therein and in these General Conditions of Carriage.
"Codeshare" means that World2Fly may sell tickets for flights operated by other airlines with which it has an agreement to do so.
1.3. GENERAL CONDITIONS OF CARRIAGE, OTHERWISE REFERRED TO AS "CONDITIONS"
Refers to the general conditions of the contract for the carriage of Passengers and luggage.
1.4. THE MONTREAL CONVENTION
Convention for the Unification of Certain Rules for International Carriage by Air, signed at Montreal on 28 May 1999.
1.5. SPECIAL DRAWING RIGHTS OR SDRs
Refers to a value whose equivalence is periodically established by the International Monetary Fund.
Anyone holding a ticket.
1.7. REGULATION (EU) 185/2010
Refers to Commission Regulation (EU) 185/2010 of March 4, 2010, which establishes detailed measures for the implementation of the common basic standards on aviation security.
1.8. REGULATION 261/2004
Refers to Regulation (EC) 261/2004 of the European Parliament of February 11, 2004, which establishes common rules on compensation and assistance to air Passengers in the event of denied boarding and cancellation or long delay of flights.
1.9. REGULATION 2027/97
Refers to Regulation (EC) 2027/97 of the European Council of 9 October 1997, on air carrier liability in the event of accidents regarding the air transport of Passengers and their luggage, amended by Regulation (EC) 889/2002 of the European Parliament and Council, dated 13 May 2002.
1.10. REGULATION (CE) 2111/2005
Regulation (EC) of the European Parliament and Council of 14 December 2005 on the establishment of a Community list of air carriers subject to an operating ban within the Community, and on informing air transport passengers of the identity of the operating air carrier, and which repeals Article 9 of Directive 2004/36/EC
1.11. DELEGATED REGULATION (EU) 2020/1118
Refers to the Commission Delegated Regulation of April 27, 2020, which amends Regulation (EC) No. 785/2004 of the European Parliament and of the Council on insurance requirements of air carriers and aircraft operators. Specifically, with regard to liability for luggage, the minimum insurance coverage will be 1,288 SDR per passenger in commercial operations. For liability in respect of cargo, the minimum insurance cover shall be 22 SDRs per kilogram in commercial operations.
Refers to World2Fly SLU, a Unipersonal Limited Company with address at General Riera 154, Palma de Mallorca and NIF B16668451, and registered in the Mercantile Registry of Palma de Mallorca, Sheet PM-88709 Volume 2852 Page 211.
Refers to World2Fly Portugal S.A., a Portuguese company with
registered address at Rua General Firmino de Miguel, 3, 2ºB Torre 2, 1600-100, Lisbon, and CIF 516147447, for all flights operated to and from Portugal.
The purpose of these General Conditions of Carriage is to regulate the terms and conditions in which World2Fly shall carry the Passenger and their luggage to the destination specified on the Ticket and provide, if applicable, other services relating to the aforementioned air carriage.
2.2. APPLICABLE REGULATIONS
Performance of the contracted flights, including any changes, is subject to authorisation being granted by the appropiate Public and Governmental Authorities.
All carriage undertaken and other services provided by Wolrd2Fly shall be subject to the following regulations (the "applicable regulations"): (I) the conditions that appear on the Ticket and its tariff; (II) the provisions included in the General Conditions of Carriage set out herein; (III) the particular and special conditions that, whenever appropriate, may be applied to a group of Passengers or to one or more thereof on a case-by-case basis, respectively; and (IV) the international, community and state regulations that may be applicable at any given time. The General Conditions are available to Passengers on the Carrier's website www.w2fly.es, and a copy can be obtained at the registered office of World2Fly.
None of these Conditions of Carriage shall invalidate any of the Passenger's rights provided for by applicable legislation.
If the Passenger purchased his ticket with the help or through a third party, the latter will be in charge of both delivering a copy of these General Conditions to the Passenger and notifying the Passenger of eventualities that may arise in relation to their flight. In no event will World2Fly be liable for the consequences for the Passenger of the non-assumption of the obligations expressed in this paragraph by the third party through whom the Passenger made the reservation.
3.1. GENERAL PROVISIONS
The Ticket shall only be valid for the flight specified therein and for the person whose name appears on it as the Passenger.
Once the reservation is completed by means of its corresponding payment, the ticket shall be subject to the rate conditions for changes and refunds of the selected rate, except in the event of exceptional circumstances contemplated in point 4.5, and expressly provided for in these General Conditions of Carriage.
World2Fly may reach agreements with other airlines to offer flights operated by these companies. When appropriate, World2Fly will communicate the identity of the airline operating the flight during the booking process. On codeshare flights, the carriage conditions of the airline operating the flight will apply, whereby it is advisable that the Passenger consults said conditions to find out the accepted luggage dimensions and costs, check-in times, or conditions with regard to the carriage of animals, among others.
3.3. IDENTITY OF THE OPERATING COMPANY
In case of specific needs, World2Fly may contract certain flights with aircraft operated by other companies. In this case, World2Fly will inform passengers about the identity of the operating air carrier in accordance with article 11 of Regulation (EC) 2111/2005.
In no case will airlines be used whose operation is prohibited or subject to restrictions within the European Union in accordance with Regulation (CE) nr. 474/2006.
See listin in https://eur-lex.europa.eu/eli/reg_impl/2021/2070
4.1. GENERAL PROVISIONS
The ticket price only includes carriage from the departure airport to the destination airport.
The prices of World2Fly Tickets are dynamic and depend on the retail channel.
World2Fly shall not be liable for any additional charges made by the entity that provides the specific payment method for the Passenger.
4.2. TAXES, DUTIES AND FEES
World2Fly always includes VAT, fuel supplements –if applicable- and the rates established by each airport / government authority in its prices. Other charges for services will be expressly noted and must be accepted by the Passenger before making the payment.
Fees not related to airport services are not included in the ticket price.
The taxes, duties and fees that apply to air travel are constantly changing and may be imposed after the ticket is issued. If an increase in the tax, duty or rate indicated on the ticket occurs in accordance with the applicable legislation, the passenger must pay the corresponding difference. Likewise, in the event that any tax, duty or fee that the passenger has paid to World2Fly at the time of ticket issuance has been eliminated or reduced so that a lower amount no longer applies or must be paid, the passenger will be entitled to claim the refund of the corresponding amount.
The price and additional services are payable in Euros. However, World2Fly may accept payment in other currencies, at its discretion. In such cases, World2Fly shall be entitled to set the exchange rate taking into account the price of the currency on international markets and, if applicable, other additional objective criteria, such as administration fees.
4.4. EXCEPTIONAL CIRCUMSTANCES
A Passenger who is unable to travel due to exceptional circumstances is required to submit a claim and a copy of any supporting documentation to World2Fly's customer service team: death, serious illness and/or surgical intervention or pregnancy. For more information kindly read the full version of the General Conditions of Carriage.
Once the Passenger's request for the indicated exceptional circumstance has been accepted, the Passenger may request a change of date, a change of route or a credit note for an amount equivalent to the amount paid in the reservation, which must be used within the period of one (1) year from the original flight departure date. Any modification will be subject to the rate available at the time of making the change in the reservation. A name change or partial refund of the Ticket will not be accepted.
However, in the event of death, the Passenger or their family member will also have the option of requesting a ticket refund.
Requests received after the deadline will not be taken into consideration, except in cases of force majeure. In any case, World2Fly must be notified before the departure of the affected flight.
World2Fly recommends that Passengers obtain appropriate travel insurance to cover this type of eventuality.
World2Fly will issue an invoice to Passengers who expressly request it through our website, in the Request your invoice section.
5.1. BOOKING REQUIREMENTS
A booking reservation for a flight is confirmed once World2Fly issues the Ticket.
5.2. BOOKING CHANGES
World2Fly rates will be subject to change as long as the Fares & Conditions allow it. Notwithstanding the foregoing, tickets that allow it may be changed, subject to availability, date, route and time of the flight, as well as the name of the passengers, paying an amount per passenger and route plus the amount resulting from the possible difference between the fare of the original ticket and the fare of the new ticket. In no case will the difference be refunded if the price of the new ticket is lower.
Changes to the reservation shall be in the Manage my Booking section of our website, or by contacting our customer service department.
The name of the Ticket holder in a booking for any type of Ticket must be the same for all included journeys therein. Therefore, the Ticket holder may not be changed if any of the journeys included in the booking have already been completed.
The price of the ticket, all taxes and fees, as well as the charges related to your reservation must be fully paid at the time of confirming the reservation. Kindly check Payment terms & conditions. If said payment is not verified, it will be understood that the carriage contract with the Passenger has not been concluded and World2Fly will cancel the reservation without prior notification to the trip.
5.4. ADVANCE SEAT RESERVATION (ASR)
Advance paid seat reservation is optional and is subject to the availability of seats at the time of the request, and applies exclusively to passengers with a previously issued ticket, and the sum for the advance seat reservation will include applicable taxes in every case.
This service may have certain limitations from time to time. To know the characteristics of the aircraft that will operate your route, you must contact us within 24 hours prior to the flight through our Customer Service Department. In any case, World2Fly reserves the right to change the type of aircraft for another with similar characteristics for commercial or operational reasons.
World2Fly may modify the allocation of reserved seats for operational, security or monitoring reasons, especially in the case of seats located next to emergency exits, which may not be occupied by Passengers needing a seatbelt extension, pregnant women, minors under 15 years of age, Passengers with small children or with functional disabilities or, in general, all those who, in the event of an accident, are unable to provide the flight personnel with due assistance, as required by international aviation regulations applicable to the Passengers located in the aforementioned seats.
If the Passenger subsequently wishes to change a reserved seat, World2Fly shall assign a new seat according to availability or choice, but shall not reimburse the extra charge paid for the first seat. The reservation and occupation of the seat may not be voluntarily transferred to another Passenger.
The passenger must attach an identification tag to their luggage with true and updated contact information before check-in. Thereafter, World2Fly shall be liable for the passenger's luggage, from the moment the luggage is checked in.
For more information kindly check the Luggage section.
6.2. DANGEROUS GOODS
Objects that endanger the aircraft or the people or equipment on board, will not be accepted for carriage in the cargo hold or overhead compartments on board without the prior express consent of World2Fly. For further information please refer to the Dangerous luggage section.
6.3. WORLD2FLY'S ENTITLEMENT TO INSPECT LUGGAGE
For security reasons, World2Fly may require the Passenger to allow the search, X-ray or scan of the luggage—and the aforementioned luggage may be searched or may have been searched in the Passenger's absence (even if it means forcing the locks on the luggage)—with assistance from the competent authorities, in order to determine whether the Passenger is in possession of any item described in Clauses 8.2. and 8.5.
6.4. CHECKED LUGGAGE WEIGHT PER PASSENGER AND ITEMS NOT ACCEPTED
The check-in of one or more pieces of luggage of up to 23 kg is included in the Carriage without extra-cost, depending on the Fares & Conditions.
The allowance may be increased by paying the corresponding charge, subject to a limit of 27 kg per item of luggage. Please visit Checked luggage for further information.
The following items shall not be accepted as checked luggage:
Money, jewellery, precious metals, tobacco, fragile and perishable or valuable items, computers, personal electronic devices, negotiable securities, guarantees or other securities, glasses, contact lenses, prostheses or any type of orthopaedic appliance, work documents, passports and other identity documents and samples. All of these must not be stored in checked luggage for carriage in the hold, as we will not assume responsibility for any loss, theft or damage affecting the aforementioned items
6.5. CARRY-ON LUGGAGE
Each Passenger may strictly carry one piece of hand luggage with a maximum weight of 10 kg, and whose dimensions in no case exceed 50x40x20 cm, depending on the Fares & Conditions.
In addition, the Passenger may carry one extra item free of charge and which must be significantly smaller than 35x20x20 cm, such as a small briefcase, a handbag or camera, and which must be placed underneath the front seat. For more information please visit Hand luggage.
6.6. COLLECTION AND HANDOVER OF LUGGAGE
Passengers may collect their luggage as soon as World2Fly makes it available to them at the points designated for this purpose at the destination airport. The unprotested collection of luggage on the part of the holder of the luggage registration voucher or Ticket within the legally stipulated periods implies they waive the right to make subsequent claims.
The Passenger authorises World2Fly to the effect that, if the Passenger's luggage is lost, they may conduct, either themselves or through a third party, the necessary investigations to locate its owner, by means of existing objects or elements on the inside or outside of the luggage, and duly respecting the confidential nature of the personal data obtained.
World2Fly may block or deny delivery to the Passenger carrying any suspicious luggage, or upon a request in this regard from another Passenger or from the security forces of each country. In such cases, the Passenger must complete all procedures established by law before collecting the luggage, and World2Fly shall not be held liable for the delayed or denied baggage delivery.
If the Passenger purchases one or more connecting flights, it is the responsibility of the Passenger to allow sufficient time to collect their baggage from the first flight (if applicable), check it in again, go through the security checkpoint and reach the boarding gate of the second and/or subsequent flight.
6.7. LUGGAGE DAMAGE
In the case of lost or damaged luggage, the rules established by national and international standards shall be applied, particularly the 1960 Air Traffic Act and the Montreal Convention of 28 May 1999, as well as Regulation (EC) No. 2027/97 of the European Council.
World2Fly shall be liable, in the case of destruction, loss, delay or damage to luggage, up to the sum of 1,288 Special Drawing Rights per Passenger, in compliance to with the Delegated Regulation (EU) 2020/1118. A Passenger can benefit from a higher liability limit by making a special value declaration, for which an additional charge must be paid (15% of the declared value with a maximum of € 6,000 of declaration). With regard to unchecked baggage, World2Fly will only be liable for damages caused by its gross negligence or wilful misconduct. For further information please check Luggage incidents.
6.8. ANIMALS AND SPECIAL LUGGAGE
Passengers who habitually require a guide dog may take the animal on board with them, providing the animal is appropriately secured and the Passenger accepts liability for any damages caused.
To fly with it, it is necessary to have an official physical certificate that certifies its training as an assistance or guide dog, issued by a member organisation of the International Federation of Assistance Dogs (ADI) at https://assistancedogsinternational.org/ or from the International Guide Dog Schools Federation (IGDF) at http://www.igdf.org.uk/
The Passenger may, during the booking process, choose to hire the carriage service of a pet in the cabin of the aircraft, or in the hold of the aircraft. For more information please check the Pet Animals section.
6.9. CARRIAGE OF SPECIAL LUGGAGE AND SPORTS EQUIPMENT
With regard to the carriage of sports equipment and special luggage, the Passenger must accept the conditions and rates for this purpose at the time of booking.
6.10. CARRIAGE OF PERSONS WITH REDUCED MOBILITY
In accordance with the provisions of Regulation (EC) 1107/2006, the carriage of up to two mobility equipments per person with a disability or reduced mobility is allowed, at no additional charge. For more information kindly check Special needs passengers.
Passengers must submit to the security control regulations provided for in Regulation (EC) 185/2010.
8.1. MAXIMUM TERM OF INVOICE
Passengers must arrive at the airport in sufficient time with respect to the scheduled departure of their flight in order to complete all official formalities and, where applicable, check in their luggage. The check-in counters will open four hours before and close one hour before the scheduled flight departure (even if the flight is delayed).
After this time, no luggage will be accepted and boarding passes will not be issued. After the maximum check-in period has elapsed, World2Fly may assign the seats of the Passengers with reservation and without an advance boarding pass who have not been identified at the corresponding check-in counter, or in any other dependency indicated by World2Fly, before the maximum check-in period to Passengers on the waiting list and pending acceptance.
To check in their luggage, Passengers must present the corresponding Ticket or booking number as well as a document that legally proves their identity. World2Fly reserves the right - for itself or third parties - to identify the Passenger by other means if it considers the documentation presented to be insufficient, or if there is any doubt as to the identification or the validity of the documentation provided.
8.3. TRAVEL DOCUMENTATION
The Passenger will be responsible for obtaining, maintaining in their keeping and presenting when required, all entry and departure documentation required for countries from which, to which, or over which they are being transported, as well as health documentation or other documentation that could be demanded in such countries. For further information please check Travel Documentation section.
Boarding begins fifty (50) minutes before departure. The boarding gate closes ten (10) minutes before departure time. World2Fly reserves the right to cancel the seat allocation and the booking of those Passengers who fail to board before the scheduled departure. Passengers who arrive late at the check-in desk shall not be allowed to board, shall not be entitled to compensation for denied boarding and shall be liable for any damages to World2Fly in the event that their luggage must be located and taken off the plane due to it having been checked in by a Passenger who failed to arrive at the boarding gate before the specified deadline.
Whenever possible, families travelling with children, Passengers in wheelchairs and Passengers with reduced mobility shall be given priority for boarding.
8.5. DENIED ENTRY TO A COUNTRY
If, for any reason, a public authority in the countries to which, from which or over which carriage is undertaken should deny a Passenger entry into the country, including transitory, the Passenger shall pay the transport cost for their return to the airport of origin or to any other airport. World2Fly shall not be obliged to reimburse the Passenger for the portion of the Ticket price corresponding to the routes that the Passenger has not completed nor be held liable for this Passenger's luggage.
9.1. RIGHT OF WORLD2FLY TO DENY CARRIAGE OF PASSENGERS
World2Fly reserves the right to refuse, at any time, the carriage of a Passenger in possession of a Ticket if, in World2Fly's judgment:
- There are public safety reasons.
- There are public health reasons.
- It is necessary or appropriate to comply with applicable laws or regulations in a country of origin, destination, or flight stopover (including not having valid travel documents or refusing to hand them over to the crew).
- Due to the conduct, state, age or mental or physical condition of the Passenger (including being under the influence of alcohol or drugs), and which may present a reasonable risk or danger to the Passenger, the other Passengers, the crew or the property.
- It is necessary or appropriate to avoid serious harm, inconvenience or distress to fellow Passengers or the crew.
- If the Passenger has previously and repeatedly breached the rules of World2Fly and World2Fly has reason to believe that this conduct could be repeated. This includes circumstances in which the Passenger records World2Fly personnel via video or sound, on board or on the ground.
- In the event that the Passenger refuses to carry out a security check.
- The Passenger has provided the Carrier with a document (a) acquired in an allegedly illegal manner, (b) that has been reported as lost or stolen, or (c) that is allegedly false or contains changes or alterations of any kind not made by World2Fly. In such cases, World2Fly reserves the right to withhold the aforementioned document(s) for posterior delivery to competent authorities.
- If the person who shows up at the World2Fly counter is not the Ticket holder. In such a case, World2Fly reserves the right to withhold the aforementioned Ticket.
- The Passenger is unable to prove that the Ticket is paid for in full or has requested that the credit card payment be cancelled, or there is suspicion of fraud.
- If the Passenger causes damage to the property of the airport or the airline or to third parties.
If, for any of the aforementioned reasons in this Clause, World2Fly refuses to carry the Passenger or has expelled the Passenger en route, at its discretion, World2Fly may cancel the remaining unused portion of the Ticket. World2Fly shall not be held liable for any indirect damage or any alleged loss, damage, death or physical injury due to the denial to carry the Passenger or their luggage. In the event that the Passenger shows a violent, physical or verbal attitude, World2Fly may request the intervention of the State Security Forces and Corps.
9.2. CARRIAGE RESTRICTIONS
World2Fly agrees to transport pregnant women up to the 27th week of pregnancy (included) without the need to provide any medical certificate. Pregnant Women.
World2Fly provides specific accompaniment services for unaccompanied children (UM). Between ages 5 and 11, minors may not travel without a responsible companion. Therefore, contracting the UM service is mandatory. Youth (YP) between ages 12 to 17 may also request accompaniment.
For safety reasons, babies less than 7 days old will not be admitted on board. Children between 7 days and 2 years of age must travel on their parent's lap. Pushchairs and cots may not be taken on board. Said Passengers under 2 years of age must pay a percentage of the adult rate and have a reservation in their name associated with the adult. For further information please refer to the UMs – Unaccompanied Minors section.
PASSENGERS WITH INFECTIOUS DISEASES
World2Fly will not accept Passengers who suffer or may be suffering from serious infectious diseases or for which health authorities have decreed an official alert, including, but not limited to, serious respiratory infections, viriasis, tuberculosis, etc.
If, at the judgment of World2Fly, the behaviour of a Passenger on board may be endangering the plane or any person or items on board, or is hindering the crew in the performance of their duties, or if the Passenger ignores instructions given by the crew, or threatens, is abusive towards or insults any member of the crew, or behaves in a scandalous manner or in any way that may be deemed offensive towards fellow Passengers, World2Fly is entitled to take whatever measures it considers necessary in order to prevent such behaviour from continuing, including expulsion from the aircraft. World2Fly will subsequently exercise all legal actions in civil or criminal proceedings to assert its rights.
For the safety of the passengers and crew, and in application of the Spanish legal system, it is not allowed to take videos or photographs of any member of the crew or Passenger, unless they have previously and expressly stated their consent. Any member of the crew may request the deletion of those images or videos captured illegally or without appropriate consent.
If, as a result of the Passenger's behaviour on board the plane, the captain thereof decides, by reasonable decision, to divert the plane in order to remove the passenger, this Passenger shall reimburse World2Fly for all costs and expenses derived from this diversion.
The consumption of alcoholic beverages is forbidden, unless acquired on board.
Passengers will be allowed to use the following electronic devices ("PED") on-board World2Fly aircraft:
- Mobile phones ("smartphones")
- Electronic tablets and e-readers
- Digital music players
- Small portable electronic games
- Laptops and notebooks
- Personal digital photographic and video cameras (excluding professional cameras). The permission of use does not include taking photographs of crew members or any element of the aircraft
- Headphones of any type (except during taxiing, take-off and landing phases)
For further information please check Electronic Devices.
For more information on Regulation (CE) 261/2004 (https://www.boe.es/doue/2004/046/L00001-00007.pdf)
12.1. SCHEDULE CHANGES
The departure and flight times that appear on a reservation may change between the booking date and the date of travel.
If, after issuing the ticket, the scheduled departure time is changed, World2Fly will notify the Passenger as long as the Passenger has provided either World2Fly or the authorised agents with their contact information.
The Passenger will be entitled to a full refund of all amounts paid in connection with the flight change if, before the date of travel:
(I) the scheduled departure time is changed by more than five hours.
(II) World2Fly cannot book an alternative flight that is acceptable to the Passenger.
This clause applies with respect to schedule changes, unlike Regulation (EC) No. 261/2004. For cancellations and delays, the rights and resources of Passengers are provided for in Regulation (EC) No. 261/2004 or in the Montreal Convention of 1999.
12.2. COMPENSATION CLAIMS PURSUANT TO EU REGULATION (EC) NUMBER 261/2004
- If a Passenger is affected by a delay, cancellation or oversale, Regulation (EC) number 261/2004 of 11 February 2004, as well as the Judgment of the European Court of Justice of 23/10/2012, C-581/10 and C-629/10, shall apply.
- Passengers on delayed flights have the right to be compensated under the Regulation (EC) 261/2004 of the European Parliament and of the Council, of February 11, when they arrive at their destination more than three hours after the initially expected arrival time. However, such delay does not give the right to compensation if the air carrier can prove that the delay is due to extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken, that is, to circumstances beyond the effective control of the air carrier (Judgment of the European Court of Justice of October23, 2012-Nelson).
- Equally, the ruling of the European Court of Justice dated 19 November 2009 known as Sturgeon (C-402/07 and C-432/07) will be applicable.
When the passenger arrives at their final destination three or more hours after the arrival time initially scheduled by the airline, the passenger may be entitled to compensation in accordance with the judgment of 23 October 2012 of the European Court of Justice C-581/10 and C-629/10, unless the airline can prove that the delay was caused by an extraordinary circumstance. In addition, the airline must show that it has done everything possible to avoid the delay. Compensation will be in accordance with Article 7 of Regulation 261.
To request information and file complaints to the authorities you may contact:
For flights departing from/arriving at Spanish airports: In the event that you are not satisfied with the answer provided by W2Fly to your complaint if it concerns the application of the rights and compensations acknowledged in Regulation 261/2004 of the European Parliament and Council of 11 February 2004 or in Regulation 1107/2006 of the Parliament and Council of 5 July 2006, for flights from 2 June 2023 onwards, the passengers have at their disposal the alternative dispute resolution procedure offered by the Spanish Aviation Safety Agency (AESA), which can be accessed through the AESA website www.seguridadaerea.gob.es/SAU_Pasajeros/Paginas/Inicio.aspx. The deadline for this procedure is one year from the filing of the complaint with the airline.
For flights departing from/arriving at Portuguese airports: by e-mail to [email protected], or through the form https://www.anac.pt/SiteCollectionDocuments/Passageiros/eu_formulario_reclamacao_pt.pdf or by post to the following address: ANAC- Rua B, Edificio 4-Aeroporto Humberto Delgado. 1749-034 Lisbon.
12.3. FREE TICKETS OR REDUCED FARES THAT ARE NOT DIRECTLY OR INDIRECTLY AVAILABLE TO THE GENERAL PUBLIC
Passengers travelling for free or on a reduced-fare ticket that is not directly or indirectly available to the general public shall not have the rights as provided for other Passengers in Regulation 261/2004, of 11 February 2004. Furthermore, they must at all times be able to justify the reduced fare or free nature of their ticket.
13.1. GENERAL CONSIDERATIONS
In case of accident, World2Fly shall be liable for the following:
- Liability will be limited to proven injuries and damages and in no event will World2Fly be liable for indirect, consequential or insufficiently proven injuries or damages, as well as any form of compensation including, but not limited to, loss of profits.
- World2Fly is not liable for any damages resulting from its compliance with the law, official regulations, ordinances or requirements, or breaches thereof on the part of the Passenger.
- The General Conditions of Carriage also apply to World2Fly's authorised agents, employees, directors and representatives, respectively, and to the same extent as it applies to World2Fly. The sum recoverable by World2Fly, as well as by its the agents, employees, directors, representatives and authorised persons shall not exceed the sum corresponding to World2Fly's liability, should such liability exist.
- If the airline operating the flight is not World2Fly, the Passenger may register a claim with either carrier.
13.2. PHYSICAL INJURIES
World2Fly shall be liable for damage sustained in the event of death, wounding or other bodily injuries suffered by a Passenger if the accident that caused the damage occurred on board the plane or during boarding or disembarkation of Passengers, under the terms and extension provided for in Regulation 2027/97 (amended by Regulation 889/2002) and the Montreal Convention of 28 May 1999, and without prejudice to World2Fly's exclusions from liability in the event that (I) the death, wounding or other bodily injury was a result of the physical or mental condition of the Passenger, and which already existed prior to boarding; or (II) if the damage was caused or fostered by negligence on the part of the Passenger or by their health prior to boarding the flight.
Any claim must be submitted, at most, within two years from the date of the flight. For more information please refer to the full version of the General Conditions of Carriage.
In case of passenger delay, World2Fly shall be liable for damage unless it took all reasonable measures to avoid the damage or such measures were impossible to be taken. The liability for passenger delay is limited to 5,346 Special Drawing Rights per Passenger.
In compliance with Article 51 of the Civil Aviation Law of the United Mexican States of May 12, 1995 and its subsequent modifications (https://www.profeco.gob.mx/politicasaviacion/pdf/LAC.pdf) , it is expressly established that World2Fly will follow the compensation policies applicable by virtue of the aforementioned state law and in accordance with regulation (EC) 261/2004, described in Article 12 of these general conditions.
World2Fly provides a wide range of additional services which are offered to Passengers during the booking process and which allow them to tailor the Carrier's offers to their requirements.
If in the course of the formalisation of the Air Carriage Contract, third party agreements are offered to Passengers with regard to services other than air carriage, such as hotel reservations, activities, car rental or VIP rooms, among others, it is expressly and hereby noted that World2Fly acts only as an agent. In these cases, with regard to services contracted by the Passenger other than flights, the terms and conditions of third parties supplying such services will be the sole ones governing such services, and World2Fly will not accept any liability for their failure to provide such additional services.
17.1. SPECIAL SERVICES FOR PASSENGERS WITH REDUCED MOBILITY (PRM)
In accordance with Regulation (EC) 1107/2006, on the transport of disable persons and persons with reduced mobility, ground assistance to Passengers with reduced mobility has become the responsibility of the airport managers or the agents they delegate, in a manner that a minimum amount time is required in order to be able to communicate to the manager of the services the needs of Passengers on a given flight. For further information please check the full version of the General Conditions of Carriage and Special needs Passengers.
17.2. SEAT ALLOCATION TO PRM
World2Fly shall ensure that PRMs are not allocated seats where their presence could:
- Impede the crew in their duties;
- Obstruct access to emergency equipment; or
- Impede the emergency evacuation of the aircraft.
For this reason, the Passenger may occupy any row of the plane, except for the emergency exit or adjacent rows.
17.3. MOBILITY EQUIPMENT
All mobility devices must be checked in. Therefore, it is essential that the Passenger shows up at the check-in counter at least two (2) hours prior to flight departure time.
It is recommended that the Passenger checks in the wheelchairs, both manual or electric, or mobility devices at the check-in desks. The staff dedicated to PRM services shall be in charge of accompanying the Passenger to their flight. If the Passenger wishes to arrive on his/her own at the gate, this desire must be expressly indicated at the time of booking.
The wheelchair or mobility device of PRM Passengers shall be tagged as checked luggage but will be loaded onto the plane upon arrival at the gate. For this reason, it is recommended that PRM Passengers arrive at the departure gate at the time indicated on their boarding pass, always at least forty (40) minutes before the flight departure time.
Upon arrival at the destination, the chair or mobility device shall be delivered to the baggage claim hall. World2Fly does not have a wheelchair or space to locate the Passenger's own chair within the Passenger cabin.
Should the Passenger be completely dependent on their wheelchair, the Carrier shall be contacted beforehand in order to be able to take all necessary measures.
17.4. CONDITIONS OF CARRIAGE OF WHEELCHAIRS OR BATTERY-DRIVEN ASSISTANCE DEVICES
For safety reasons, wheelchairs or mobility devices must be authorised by the Carrier prior to acceptance and must also meet the requirements listed below. The company may deny carriage if the wheelchair or mobility aid does not meet the necessary requirements. For more information please check: http://www.aena.es/es/aerolineas/solicitud-asistencia-pmr.html
17.5. TRANSPORTATION OF OXYGEN CONCENTRATORS / OXYGEN GENERATORS
World2Fly does not provide additional oxygen to a Passenger who requires it for medical reasons. Likewise, World2Fly cannot carry oxygen bottles on its aircraft, as they are considered dangerous goods.
However, the use of oxygen concentrators (POC) or oxygen generators (CPAP) is permitted for use on board, provided the requirements in the section Transportation of Oxygen Concentrators / Oxygen Generators on the full version of the General Conditions of Carriage are met.
World2Fly recommends that the Passenger have a medical report close at hand certifying the need to use the aforementioned devices, in case of request by airport authorities or the flight crew.
17.6. CARRIAGE OF MOBILITY EQUIPMENT FREE OF CHARGE
The transport of any mobility equipment or device shall be carried out at no cost, and they shall not be subject to excess baggage charges, and the weight limits of checked luggage shall not apply.
17.7. CARRIAGE OF MEDICINES
The Passenger must ensure that they have all the medicines they will need on board in a bag contained in their hand luggage. Please note that space in the cabin is limited and that carry-on bags may have to be loaded in the hold due to lack of space in the cabin. In such a case, the Passenger should collect the necessary medicines before the carry-on luggage is removed and loaded in the hold. For further information please refer to Carriage of Medicines in the full version of the General Conditions of Carriage.
World2Fly does not guarantee an allergen-free environment on its aircraft. Our in-flight menu offers food that contains nuts, peanuts or other potentially allergenic products; furthermore, we are not able to control whether food or other products or components carried on board by passengers may cause allergic reactions or not.
It is essential for all passengers with allergies to carry an epinephrine injection in case of an attack, together with a medical note certifying the need to carry it and must tell the cabin crew about their allergy as soon as they board the plane. World2Fly cannot accept liability if a passenger does not carry the injection.
17.9. PASSENGERS WITH PLASTER CASTS
Before flying, it is necessary for the Passenger to have spent at least 24 hours since the application of the cast, as the pressurisation of the cabin can cause swelling in the leg and may deform the cast.
- If the Passenger has been cast from the waist up, they will only need one (1) seat to travel.
- If the Passenger wears a plaster cast below the knee, they must book two seats.
- If the Passenger wears a plaster cast up to the groin, they must book three (3) seats.
The Passenger may not book one (1) single seat to omit compliance with the aforementioned conditions. In any case, the Passenger must contact the World2Fly customer service department in order to book the adjacent seat or seats.
17.10. CARRIAGE OF PASSENGERS ON STRETCHERS
In order to carry a stretcher on a World2Fly flight, the following requirements must be met:
- The stopover time both upon departure and arrival must exceed 90 minutes, the time necessary to assemble and disassemble the stretcher.
- It will be necessary to book and pay for nine seats for its assembly.
- Maintenance technicians will be required at the departure and arrival airports.
- The Passenger must travel with medical personnel.
Passengers with a physical or mental condition requiring special attention will need to present a medical certificate confirming that they are fit to fly and sign a disclaimer before boarding. Any questions on these issues should be directed to the attention of the Special Requirements department / customer service.
No agent, employee or representative of World2Fly is authorised to alter, modify or renounce any of the provisions set out in this Contract.
This Contract may be kept by the Passenger in electronic format.
Should any of the clauses or conditions of this Contract be declared illegal or invalid, the remaining provisions of the Contract shall remain valid.
Without prejudice to the provisions of current regulations, these General Conditions of Carriage shall be governed by Spanish Law for all flights to/from Spanish airports, and by Portuguese Law for all flights to/from Portuguese airports.
Any disputes that may arise in relation to the General Conditions of Carriage set out herein shall be subject to the "non-exclusive jurisdiction" of Portuguese or Spanish courts, depending on the origin/destination of the flight.