General Terms and Conditions for flights bought online
We apologize if our rules and conditions are somehow long and complicated to understand. However it is very important information which we are obliged to give you in connection with your purchase.
To ease the understanding, we have pinpointed some of the main issues you should be aware of:
- It is your own responsibility to ensure that the information you provided to us during the ordering is correct.
- You are solely responsible to investigate and obtain any necessary visas (including transit visa) or other entry formalities to enter or transit any country on your trip.
- If an airline allows your ticket to be changed or refunded there will always be a cost associated with this.
- KILROY is acting as an agent for the airlines. The airlines deliver the transportation and determine the rules, which apply to the ticket you purchase.
And here they are (the conditions):
General terms and conditions for purchase online
1 The agreement
a) By clicking "Buy tickets" the customer accepts the purchase of the tickets. The agreement is binding for both parties, as soon as KILROY has got confirmation of the seat reservations, received full payment, and issued the tickets. There may be price increases from the airline after the customer has made the booking and KILROY has issued the ticket. In this case the customer will be contacted.
b)KILROY depends on the airlines giving us correct information, and KILROY reserves the right to refund the purchase amount if the ticket cannot be issued due to technical difficulties.
c) KILROY will check all payments made with credit or debit cards for fraud and reserve the right to cancel reservations where the payment is deemed suspicious. KILROY will refund the full purchase amount to the card used for payment.
d) In case of discrepancies or complaints concerning your purchase please do not hesitate to contact us. Should you for any reason not be satisfied with the outcome, KILROY is obliged to inform you that you may refer your case to The European Commission's Online Dispute Resolution.
2 Agent disclaimer
a) KILROY solely acts as an agent for the airlines and is therefore only the intermediary of the ticket to the customer. KILROY does not sell tickets as an air operator, but instead only receives the customer's payment for the purchased tickets on behalf of the airlines. The carrier is who the customer has a contract with, and therefore it is the carrier who holds sole responsibility for the orderly implementation of the transportation.
b) KILROY is only the provider of the ticket, and is therefore not responsible for any delays, cancellations, the airline's bankruptcy, or other breach or failure of the transport agreement concluded between the customer and the carrier. The customer agrees to the above terms when accepting the KILROY Rules and Conditions when purchasing the trip.
3 Travel documents and travel plan
a) As soon the ticket has been issued, normally within 2 working days after receiving the payment, electronic travel documents will be forwarded to the email given by the customer. The email with the travel documents has the title "Electronic tickets have been issued". The order confirmation shown after completing a booking, which is also forwarded by email, is not the travel ticket.
b) The travel times stated in the travel documents are always local times. There may be technical stopsenroute, in addition to stops indicated when booking. Technical stops are part of the flight between two destinations, and KILROY cannot guarantee, that these are shown at the time of booking or in the travel.
c) For seat reservations, registration of bonus points and special luggage the airline is to be contacted.
4 Combinations of airlines
a) The booked transportation service can consist of several, unrelated flight tickets. This means that KILROY cannot be made responsible for any problems with connection between unrelated flight tickets. Due to this issue different rules may apply to number and maximum weight of luggage on different flights making up the entire trip.
b) Airlines have extensive codeshare agreements, which means that flights may be operated by another airline. This means that when doing a price search, the indicated flight number and logo may belong to one carrier, but the flight willactually be operated by another carrier. It is the operating carrier's rules, including baggage allowance, that is valid for the flight. In general, information about the operating airline can be found under the headline "Operated by". Please note that the airlines reserve the right to at any time change the operating airline for a specific flight. KILROY has an obligation to inform passengers of the identity of the operating air carrier or carriers. This obligation is applicable only if KILROY had been informed of the identity of the operating air carrier or carriers.
5 Taxes and fees
a) Normally all taxes and fees are included in the purchasing price. There are, however, some airport or tourist authority taxes, that are to be paid cash upon departure or arrival, and which cannot be collected at the time of purchase. Normally information about this type of taxes and fees will be included on the travel documents, but changes may be made with short notice without KILROY being informed.
b) Be aware that some airlines may charge a fee for checked luggage. Detailed information will not necessarily be shown in the ticket rules when the ticket is being booked. Fees can vary, depending on ticket type, destination, or number of bags. For more details, you may check the homepage of the airline(s).
6 Reconfirmation and check-in
a) It's not necessary to reconfirm your ticket but we strongly recommend that you frequently check your itinerary on TripCase as airlines often change their departure and arrival schedules. Failure to check your flight schedule may result in missed flight(s) and since most tickets are non-refundable you may end up having to purchase a new ticket.
In case a schedule change causes problems for you please always contact KILROY for help.
b) Information from KILROY or the airlines regarding terminals and gates are only guidelines, as situations may occur where this has to be changed. When traveling outside Europe you should be at check-in at least two hours before departure. In general, be at the airport well in advance of your flight as there may be long queues at both check-in and security.
7 Ticket type "KILROY ticket"
a) This ticket type is marked with a yellow "bar" and is only valid for youth and/or full-time students, who on the date of departure are under the stated age limit.
b) With a "KILROY ticket" you can, within the validity of the ticket, change date for a fee. Any changes are dependent upon there being available seats in the same booking class as the ticket has been issued in. A "KILROY ticket" can, for a fee, be refunded up to 24 hours before the first leg of the trip.
c) To travel on a "KILROY ticket" the airlines demand, that the traveler has a valid IYTC card (International Youth Identity Card) or a valid ISIC card (International Student Identity Card) on the whole journey. If the traveler already has a valid card, the card number should be inserted in the booking. If the traveler does not have a valid card, this must be ordered at the time of ticket reservation. When buying a "KILROY ticket" the customer commits to fulfilling the requirements described.
d) If you want to buy a "KILROY ticket" flying from outside of Europe to Europe you will have to be able to document that you left Europe within the last 12 months by sending us the 13-digit ticket number of the ticket you left Europe on as well as a being a permanent resident of Europe. Failure to document your departure from Europe or if you cannot prove you're a resident of Europe will result in KILROY not being able to issue the ticket due to strict export regulations made by the airlines. In the event of KILROY not being able to issue the ticket normal refund rules and procedures will be followed.
8 Ticket type "Standard"
a) Standard tickets are marked with a black "bar” andare usually very restrictive when it comes to changes and refunds. The ticket rules are set by the airlines - see specific rules for the ticket you are about to book.
b) Some airlines might not allow persons under the age of 18 to travel alone. Check rules on the airlines website before booking. KILROY does not take any responsibility if persons under the age of 18 is being denied boarding due to age restrictions.
9 Change and cancellation fees
a) After an order confirmation has been sent by email, all changes and cancellations are subject to a fee depending on the ticket type and/or airline. Changes can be requested at https://help.kilroy.net/ under ‘Change ticket'.
b) Even if change or refund of a standard ticket is possible the airlines will apply a fee, which is charged to the customer. In addition, KILROY will charge the following fees:
* all changes: EUR 100,-
* all cancellations: EUR 100,-
c) Changes in the traveler's name or transferring the ticket to another person, is not allowed according to the airlines terms and conditions.
d) If you purchase a KILROY Cancellation insurance when booking, special rules apply for cancellation and refunds before the travel starts.
10 No show, unused services etc.
a) If the traveler does not show up for the flight, or in any other way does not make use of the purchased transportation service, no refund will be given for unused services. The same applies if the traveler cannot travel due to missing travel documents, passport, visas, vaccinations etc.
b) If the customer buys a flight ticket with more than one flight, all previous flightshave to be flown, for the reservation on the next flight to be valid. The airlines have the right to cancel any reservation on future flights on the same ticket, if the traveler fails to make use of any of the flights on the issued day.
11 Customer obligations
a) The customer is responsible for giving correct information regarding travelers and payment, as well as checking the travel documents. First name and last name should be exactly as in the passport - middle names do not have to be included. If the information is not correct, the traveler can be rejected at check-in.KILROYdoes not take any responsibility for the consequences of incorrect information.
b) Travel documents and any changes to flights will be forwarded to the email given by the customer.Therefore,it is very important that the email is correct. If the customer does not receive an order confirmation via email within 24 hours, KILROY should be notified.
c) The customer is obliged to have a valid passport, necessary visas, insurances and vaccinations for the trip. When traveling outside the EU you should, as a general rule, have a passport which is valid at least 6 months after your return date, and be able to document travel out of the country or have a permit to stay in the country. It is also the customer's responsibility to consider relevant governmental travel advice given at the time of the purchase.
It is a requirement that all international travelers to the United States under the Visa Waiver Program must apply for ESTA (Electronic System for Travel Authorization). ESTA is a mandatory travel authorization for all travelers flying to or via USA. This means that even if you only have a transfer in USA, you must apply for ESTA.
d) Any complaints during the trip, should be made directly and within reasonable time to the airline or their local representative. This is so that, if possible, the issue can be resolved on the spot. If the issue is resolved, you should secure necessary evidence, to be used in making a claim towards the airline at a later stage. If you fail to direct the complaint on the spot, you usually loose the right to make a claim at a later moment.
12 For travelers to the USA
The Transportation Security Administration of the U.S. Department of Homeland Security requires us to collect information from you for purposes of watch list screening, under the authority of 49 U.S.C. section 114, and the Intelligence Reform and Terrorism Prevention Act og 2004. Providing this information is voluntary; however, if it is not provided, you may be subject to additional screening or denied transport or authorization to enter a sterile area. TSA may share information you provide with the law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA Privacy policies, or to view the system of records notice and the privacy impact assessment, please see TSA´s website at www.tsa.gov
13 Legal information
a) We make reservations for any misprint, technical errors or changes in prices that are outside the control ofKILROY. Any claim towards KILROY Belgium BVBA should be decided by a Flemish court of law.
b) Company name: KILROY Belgium BVBA
Registration number: BE0630628573
VAT (BTW) number: 0630628573
IATA number: 082 1229 3