Terms and Conditions
Welcome to hamsfly.com .This Site is provided by us solely to assist customers in gathering travel information, determining the availability of travel-related goods and services, making legitimate reservations or otherwise transacting business with travel suppliers, and for no other purposes. Use of the Site is governed by the following Terms & Conditions. By using the Site, whether to review information or to book travel reservations (through this Site or telephone or email with our call center), or for any other purpose, you agree to these Terms & Conditions and agree they control any travel reservations made with us. If you do not agree with any part of these Terms & Conditions, you must not use the Site or book travel reservations with us. We reserve the right to amend these Terms & Conditions at any time without prior notice. All amended terms automatically take effect when these Terms & Conditions are updated. Your continued use of the Site following the posting of changes to the Terms & Conditions will mean you accept those changes. Please return to this page periodically to review any changes. hamsfly.com operates with its own brand name ''HAMS'' having its motto ''all about your journey''.
Any and all statements made in these Terms & Conditions related to HAMS are also made on behalf of our affiliates, subsidiaries and parent companies, including all disclaimers.
IMPORTANT NOTICE
BY ACCEPTING THESE TERMS, YOU ARE AGREEING TO THE MANDATORY ARBITRATION AND CLASS ACTION WAIVER CONTAINED BELOW.
General-Disclaimer
HAMS does not act as principal but makes arrangements with third-party vendors, such as, but not limited to airlines, hotels, car rental agencies, tour operators and consolidators, (each a ''Travel Supplier'') for travel-related services which include, without limitation, air transportation, lodging, and car rental (each a ''Service Element'').
By using this Site, you acknowledge that the rates offered by HAMS and affiliate companies are a result of negotiation between HAMS and the Travel Suppliers and include certain fees retained by them for their services, taxes and other charges. When booking with any Travel Supplier through this Site, you authorize HAMS and affiliate companies to book reservations or enter a contract on your behalf with Travel Suppliers for the total price displayed, including such fees and any applicable taxes or charges related to the Travel Supplier's or HAMS's services.
HAMS shall not be liable for errors or inaccuracies on the Site, or the failure of Travel Suppliers from whom you obtain services through this Site, including but not limited to airlines, hotels, cruise lines, railroads, car rental agencies, tour operators and consolidators, vacation packages, activities suppliers, traveler assist service providers and insurance providers. HAMS in providing travel management services, does not endorse, guarantee or insure the products or services, which are provided by an external supplier, the financial position of such suppliers or the reimbursement to you from any loss as a result of the financial condition of such supplier. In the event that a supplier defaults prior to providing the service to you were a payment has been made, your sole recourse for a refund shall be the defaulting supplier, unless such loss was caused solely by HAMS. In those situations, in which a supplier defaults prior to providing services you may pursue any recourse against the supplier for a refund, as permitted by law or statute.
Except as expressly stated herein, HAMS assumes no responsibility for actions relating to travel services beyond the control of HAMS or its employees. HAMS is not responsible or liable for any act, error, omission, injury, loss, accident, damage, delay, nonperformance, irregularity, or any consequence thereof, which may be occasioned through neglect, or default or any other act or inaction of any Travel Supplier. HAMS shall not be liable for any fluctuation in price or change in schedule or equipment or accommodations for any travel service, which occurs subsequent to booking and payment for such service.HAMS shall not be liable for any cancellation, overbooking, delay, re-routing, strike, any weather occurrence or governmental occurrence as it affects your travel reservation made with us. HAMS shall not be liable for the depiction of travel products and services made available by any supplier of travel products and services, including but not limited to photographs, listed amenities, ratings and discounts.
HAMS acts as a service that provides value added service to retail travel agents and consumers. HAMS has no control over and assumes no liability for the actions of the suppliers from whom it obtains travel products or services.
HAMS. shall not be liable for final currency conversion or rates when paid after a travel reservation is made with us for international travel products and services. You agree and acknowledge that currency rates vary and any quoted price on the Site in local currency is a guideline, and not binding on the side in local currency is a guideline, and not binding on the travel supplier or us.
Once certain travel reservations are made and paid for they may be completely non-refundable or there may be a penalty involved in cancellation or seeking a refund from the supplier of travel products and services. Once tickets have been issued there may be a penalty involved for cancellations and refunds. We do not have control over printed prices on the tickets, although some tickets may have BT (bulk fare) printed on them, some may have a specific value on them, which may be different (lower or higher) than the fare collected.
Discounts offered may vary depending on a number of factors including airlines utilized, class of service, destination, time of year (low, mid or high season), advance notice provided, minimum stay requirements fulfilled and flight load.
HAMS does not guarantee, endorse, validate or promote other advertiser's products and services that are advertised on our Site.
By booking with us a contract may be formed between you and a Travel Supplier, and additional Terms & Conditions may apply to your booking and purchase of travel-related goods and services. You hereby agree to be bound by all the Terms & Conditions of purchase imposed by any Travel Supplier with whom you choose to contract, including, but not limited to, payment of all amounts when due and compliance with the Travel Supplier's rules and restrictions regarding availability and use of fares, products, or services. Some Travel Suppliers may require you to present a credit card or cash deposit upon check-in to cover additional expenses incurred during your stay or during the use of the reserved products or services. Such deposit is unrelated to any payment received by HAMS for your hotel, car or airline ticket booking. You understand that any violation of a Travel Supplier's rules and restrictions may result in the cancellation of your reservation(s), in denial of access to the respective Service Element or services, in your forfeiting any amount paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
COMPASSION EXCEPTION POLICY (CEP)
Certain customers may be eligible to receive a discount off cancellation, refund or ticket change service fees, as described in our Compassion Exception Policy (CEP) below:
Category | Eligibility requirements | Discount off service fees |
Bangladesh Army/Navy/Air force (traveller and Immediate family*) | Military ID must be provided | 100% discount off hamsfly.com cancellation, refund or ticket change service fees |
Customers directly affected by severe weather, natural disaster or other uncontrollable event | If airline is waiving change/cancel fees, we will follow | 100% discount off hamsfly.com cancellation, refund or ticket change service fees |
Bereavement (affecting traveller and Immediate family*) | Letter from the funeral center is required | 100% discount off hamsfly.com cancellation, refund or ticket change service fees |
Customers with visual impairments | Customer must state that he or she has a visual impairment and is unable to use the web site | 50% discount off hamsfly.com cancellation, refund or ticket change service fees. |
Senior citizens (65 years and over) | Proof of DOB required | 50% discount off hamsfly.com cancellation, refund or ticket change service fees. |
Youth (between 18 and 25) | Proof of DOB required | 50% discount off hamsfly.com cancellation, refund or ticket change service fees. |
*Immediate family is defined as: spouse, domestic partner, children, parents, siblings, grandparents, grandchildren, aunts, uncles, nieces, and nephews. Eligibility applies whether the relationship is biological.
Please note: The above CEP only applies to HAMS's own cancellation, refund or ticket change service fees. Customers may still be responsible for airline and/or other supplier imposed penalties, as well as any fare difference. HAMS does not control the policies of these airlines and/or other suppliers.
Waiver
By using the Site, you agree to irrevocably waive any claim against HAMS its subsidiaries or affiliates, and any of such party's officers, directors, managers, agents, contractors, or employees, and expressly agree that neither HAMS nor any of its subsidiaries, affiliates, officers, directors, managers, agents, contractors or employees, shall be held liable for:
Any loss of or damage to property or injury to any person caused by reason of any defect, negligence, or other wrongful act of omission of, or any failure of performance of any kind by any Travel Supplier;
Any inconvenience, loss of enjoyment, mental distress or other similar matter;
Any delayed departure, missed connections, substitutions of accommodations, terminations of service, or changes in fares and rates;
Any claim of any nature arising out of or in connection with air or other transportation services, products or other features performed (or not) or occurring (or not) in connection with your itinerary.
For avoidance of doubt (and without limiting the foregoing), HAMS does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the relevant airline
INDEMNIFICATION
You agree to protect and indemnify HAMS its affiliates, partners, joint ventures and/or their respective suppliers and any of their respective officers, directors, managers, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including but not limited to reasonable legal and accounting fees, brought by
You or on your behalf in excess of the liability described above provided that such limitation of liability is permitted by the law of your state of residence;
By third parties as a result of your breach of these Terms & Conditions, notices or documents referenced on the Site; Your violation of any law or the rights of a third party; or Your use of the Site.
RELEASE
If you have a dispute with a travel product or service supplier(s), including but not limited to airlines, hotels, cruise lines, railroads, car rental agencies, tour operators and consolidators, vacation packages and activities suppliers, traveler assist service providers and insurance providers, you release us, our affiliates, partners, joint ventures and their respective officers, directors, managers, agents and employees from claims, demands and damages (direct, indirect, incidental, and consequential) of every kind and nature, known and unknown, arising out of or in any way connected with such disputes.
Protecting Your Security
To ensure that your credit, debit or charge card is not being used without your consent, we may validate your name, address and contact number supplied by you during the booking process against appropriate third party databases. By accepting these Terms & Conditions you agree and authorize us to carry out such verification checks as stated herein. In performing these checks, you acknowledge and concur that such personal information you provide to us may be disclosed to a registered Credit Card Payment Gateway Agency which may keep a record of such information in whole or in part. Rest assured this verification process is performed for the sole purpose to verify and confirm your identity.
SITE USAGE AND TICKET PURCHASE
You agree that you are at least 18 years of age and possess the legal authority to enter into this agreement and to use the Site in accordance with all Terms & Conditions herein. If you are using this Site and/or making travel reservations or bookings for another person you agree to inform that person(s) about the Terms & Conditions that apply to the travel reservations and bookings you have made on their behalf, including all rules and restrictions applicable thereto and these Terms & Conditions . You agree to be financially responsible for all of your use of the Site (as well as for use of your account by others). You are responsible for any bookings and travel reservations made by persons under your direction or control. You also warrant that all information supplied by you or on your behalf, or by members of your household in using the Site is true, current, complete and accurate. Furthermore, you also confirm that the traveler is not an unaccompanied minor. Without limitation, any exploratory, speculative, false, or fraudulent reservation or any reservation in anticipation of demand is prohibited.
Whenever you make use of a Site feature that allows you to upload material to the Site, or to make contact with other users of the Site, you must comply with applicable laws and the best standards of Internet courtesy and behavior. You undertake that any such contribution does comply as aforementioned, and you irrevocably undertake to fully indemnify us at all times for any breach of that warranty and undertaking. Any material you upload to the Site will be considered non-confidential and non-proprietary and we have the right to use, copy, store, distribute and disclose to third parties any such material for any purpose. We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to the Site constitutes a violation of their intellectual property rights, or of their right to privacy. We will not be responsible or liable to any third party for the content or accuracy of any materials posted by you or any other user of the Site. We have the right to remove any material or posting you make on the Site if, in our opinion, such material does not comply with these Terms & Conditions .
RESOLUTION OF DISPUTES
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR RIGHTS AND WILL HAVE A SUBSTANTIAL IMPACT ON HOW CLAIMS YOU AND WE MAY HAVE AGAINST EACH OTHER ARE RESOLVED.
Customer satisfaction is the foundation of our success. That's why, if a dispute arises between us, our goal is to resolve the dispute quickly in a fair and cost-effective way. Accordingly, we strongly encourage you, before taking any other action, to reach out to us by contacting customer service at
+880 2-48957730 or
info@hamsfly.com so that we have an opportunity to try to address your concerns.
Otherwise, you and we agree that we will resolve any dispute, claim or controversy arising out of or relating to your use of the Site, these Terms & Conditions, or the breach, termination, enforcement, interpretation or validity thereof, or our relationship in connection with the Site or these or previous versions of these Terms & Conditions(each, a ''Claim''), in accordance with one of the subsections of this Resolution of Disputes section below or as otherwise mutually agreed by the parties in writing.
GOVERNING LAW; SUBMISSION TO JURISDICTION
These Terms & Conditions and the rights of the parties hereunder shall be governed by and construed in accordance with the laws of People's Replublic of Bangladesh, exclusive of conflict or choice of law rules. You agree that unless otherwise mutually agreed by the parties in writing or as otherwise described in the Mandatory Arbitration provision below, any Claims shall be brought in a court located in Dhaka City, People's Republic of Bangladesh. Unless otherwise prohibited by applicable law, any Claim must be brought within one (1) year from the date on which such Claim arose or accrued.
IMPROPERLY FILED CLAIMS
All claims you bring against us must be resolved in accordance with this Resolution of Disputes section. All claims filed or brought that are not in accordance with to this section shall be considered improperly filed. Should a claim be filed by either you or us in manner that is not in accordance with this section, the other party may seek to recover attorneys' fees and costs up to BDT 100,000, provided that the other party has been notified in writing of the improperly filed claim, received fourteen days to withdraw such claim, and fails to do so.
PROHIBITED ACTIVITIES
You agree that the travel services reservations facilities of the Site shall be used only to make legitimate reservations or purchases for you or for another person for whom you are legally authorized to act. You understand that overuse or abuse of the travel services reservation facilities of the Site may result in you being denied access to such facilities. You may not use this Site for any commercial purpose. You agree you will not access, monitor or copy any content or information of this Site using any robot, spider, scraper or other automated means or any manual process for any purpose without our written permission. You agree that you will not violate the restrictions in any robot exclusion headers on this Site, or bypass or circumvent other measures employed to prevent or limit access to this Site. You agree you will not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell or re-sell any information, content, graphics, software, products, or services obtained from or through this Site or call center. You agree you will not use a frame or border environment around the Site, or other framing technique to enclose any portion or aspect of the Site, or mirror or replicate any portion of the Site, and that you will not sell, offer for sale, transfer, or license any portion of the Site in any form to any third parties.
You agree you will not use any device, software, or routine that interferes, or attempts to interfere, with the normal operation of our Site, or take any action that impose an unreasonable load on our equipment. You will not disguise the origin of the information you transmit through the Site, whether to navigate the Site, make a travel reservation or booking, or post any content. You must not misuse the Site by knowingly introducing viruses, Trojans, worms, logic bombs or other material which is malicious, offensive, defamatory or technologically harmful.
You must not attempt to gain unauthorized access to the Site, the server on which the Site is stored or any server, computer or database connected to the Site. You must not attack the Site via a denial-of-service attack or a distributed denial-of service attack. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Site or to your downloading of any material posted on it, or on any website linked to it.
We reserve the right to cancel your HAMS account and terminate your use of the Site if you violate any of the above prohibitions.
BOOKING PROCESS
For your convenience, our use of the following terms in these Terms & Conditions shall have the meaning below:
''Service Element''- - a singular product or service listed on the Site that can be booked independently of any other service. (e.g.: car, hotel, flight).
''Travel Supplier''- a vendor of one or more Service Elements. (e.g.: hotels, car suppliers, airlines). HAMS does not act as principal but makes arrangements with third-party vendor Travel Suppliers for Service Elements, all as defined above.
''Travel Supplier''- a vendor of one or more Service Elements. (e.g.: hotels, car suppliers, airlines). HAMS does not act as principal but makes arrangements with third-party vendor Travel Suppliers for Service Elements, all as defined above.
''Booking''- a negotiation process with the Travel Supplier carried out by you while using this Site for the purpose of obtaining one or more Service Elements that may result in a contract with the Travel Supplier at the time we receive full payment and accept your offer.
In order to complete a Booking the following steps are taken to ensure its validity:
When we place Service Elements on our Site, we are inviting you to make an offer for their purchase. You do not make this offer until you press ''Book'' on the payment page (entitled ''Review Trip Details and Book'') of the Site.
Once you have done so you have made HAMS an offer (which cannot be withdrawn if you change your mind) to purchase the relevant Service Element(s) from the relevant Travel Supplier(s) (your ''Booking''). We are free to accept your offer on behalf of the relevant Travel Supplier or to reject it, at our sole discretion.
The HAMS email confirmation is NOT the contractual acceptance of the Booking, but merely an acknowledgement that we have received your offer. We will need to check the availability of the relevant Service Element(s).
If the relevant Service Element is available, your Booking will be processed. The contract pertaining to the relevant Booking is formed when payment in full has been received.
The contract between you and the relevant Travel Supplier will relate only to those Service Elements confirmed by email with ticket numbers in case of air or reservation numbers in case of hotels, cars or activities.
The terms of your Booking (such as price, availability and/or dates of travel) are not guaranteed until the contract is formed between you and the Travel Supplier and a ticket has been issued and/or a reservation has been made and confirmed by the Travel Supplier.
Please note that once you have completed the Booking stage you can only cancel or change the details (such as names or destinations) of your Booking at our sole discretion and in accordance with these Terms & Conditions.
These Booking processes will apply to any of our individual Service Element's Terms & Conditionsset out below. The airline ticket Terms & Conditions, the hotel Terms & Conditions, the car rental Terms & Conditions, the attractions and services Terms & Conditions supplement any area not covered by the Booking process. We reserve the right to change the Booking process at any time, with changes automatically taking effect from the date such changes are posted on the Site.
At all times throughout your trip a government-issued photo ID is required for security checks at airports, hotels and car rental locations and may be required for attractions and other products as deemed necessary by the relevant Travel Suppliers.
At all times throughout your trip a government-issued photo ID is required for security checks at airports, hotels and car rental locations and may be required for attractions and other products as deemed necessary by the relevant Travel Suppliers.
Neither HAMS nor its affiliates accept any responsibility, and you will not be entitled to any refunds whatsoever, if you are denied boarding, delayed or deported due to non-fulfillment of the above.
Government entry/exit fees may apply, depending on your destination.
These are your sole responsibility and will be additional to your Booking charges.
All travelers on your Booking (if more than one passenger) must travel on the same itinerary. Individual passengers cannot be added to, and/or deleted from your Booking.
HAMS reserves the right to correct errors in any advertised price and, if applicable, give you an option to either cancel the Booking or allow HAMS to collect an amount equal to any increase in price from your provided credit or debit card, prior to your departure.
Each Service Element listed in your Booking is provided by the respective Travel Supplier.
Frequent traveler points and/or miles may or may not be available for any portion of your Booking. You must check this with the relevant Travel Supplier.
Once you have made your Booking, you cannot transfer or change the name(s) or destination(s) listed in your Booking.
Your Booking will be fulfilled on the delivery date set out in your ticket information email or, if no delivery date is specified, then on the date the ticket is issued, unless there are exceptional circumstances.
The terms of this agreement incorporate by reference the terms of each airline's contract of carriage. Passengers may inspect the full text of the contract of carriage at each airline's airport or city ticket offices. Passengers have the right, upon request to the airlines, to receive free of charge by mail or other delivery service the full text of the contract of carriage. The incorporated terms of the contract of carriage may include: (1) Limits on the airline's liability for personal injury or death of passengers, and for loss, damage, or delay of goods and baggage, including fragile or perishable goods; (2) Claim restrictions, including time periods within which passengers must file a claim or bring an action against the airline for its acts or omissions or those of its agents; (3) Rights of the airline to change terms of the contract; (4) Rules about reconfirmation of reservations, check-in times, and refusal to carry; (5) Rights of the airline and limitations concerning delay or failure to perform service, including schedule changes, substitution of alternate airline or aircraft and rerouting.
Pricing, Taxes/Fees, and Payment
Our total prices include all taxes and fees applicable to airfare, hotel accommodation, car rentals and activities included in your Booking, unless stated otherwise in your ticket information email or in these Terms & Conditions. Additional fuel surcharges, security, baggage, seat reservation, hotel incidentals, and other applicable service charges may apply which will be charged by the relevant Travel Supplier at time of check-in. You are solely responsible for any such additional charges due to the Travel Supplier. If you have any questions about such charges, please contact the relevant Travel Supplier directly.
Prices quoted also do not include any additional flight fuel surcharges or other surcharges, which may be imposed from time to time by the relevant Travel Supplier or authorities, all of which must be paid by you.
Payment must be made in full with a valid credit or debit card at the time of Booking. HAMS accepts all major credit or debit cards with a verifiable billing address.
You hereby authorize HAMS and its authorized third party to process the charge to the credit or debit card you provide to us for the total amount of your Booking.
You may be required by the relevant Travel Supplier(s) to present a valid credit or debit card at the time of check-in at the hotel and/or at the pick-up location of the car rental company to provide confirmation of authorized card usage and/or to secure any additional charges. The cardholder must be a traveler listed on your Booking.
All offers, prices, and conditions of sale may be subject to:
Change without notice;
Advance purchase, eligibility, seating, or other limitations;
Travel days, dates, minimum or maximum stays, holidays,
seasons, blackout dates, stopovers, and/or wait listing restrictions;
Reservation validation limitations of up to one year (if any extension permitted, penalties/restrictions may apply);
Other conditions/restrictions; and
Availability.
A reservation is not complete until confirmed/ticketed. To protect our customers, we verify with the credit/debit card company that the billing address and credit card verification number you provided to us is accurate and that your debit/charge will be accepted. Until such information is verified, the fare is subject to change. We are not responsible for any transaction that is declined based upon a credit/debit card that is declined by the issuing company or a travel provider or if, for any reason, the debit/credit card billing address and/or credit card verification number cannot be verified in a timely manner, nor are we responsible for any changes in fare or any other charges that may occur during our verification process. In the event the fare selected is not available an approval code may have been issued on your credit card. If the transaction is not completed the approval code may temporarily credit the amount from your bank account.
OUR FEES AND EXCEPTIONS
In addition to each Travel Supplier's cost and fees Bank/Payment Gateway Charges will be added as per the payment method for cancellation. And HAMS may charge a service fee as described below. All HAMS fees are charged on a per-person or per-ticket basis and are non-refundable.
Cancellation & Refunds
| Air - Economy | Air - Business/First | Hotel & Others |
| Bangladesh Domestic | International | Bangladesh Domestic | International | Bangladesh Domestic | International |
Agent Assisted Cancellation(2) with Refund | BDT 300 | BDT 2000 | BDT 300 | BDT 3000 | BDT 500 for Per Voucher | BDT 2000 for Per Voucher |
Changes to Existing Tickets (exchange)
| Air - Economy | Air - Business/First |
| Domestic | International | Domestic | International |
Re-issue | BDT 300 | BDT 2000 | BDT 300 | BDT 3000 |
Special Services
| Types | Air - Business/First |
Agent Assisted Services | Passenger Name Misspelling | BDT 2000 |
Passenger Name Misspelling | BDT 2000 |
Passenger Name Misspelling | BDT 2000 |
Agent Assisted Services | We offer Special Discounts under our Compassion Exception Policy (CEP). Our CEP Policy covers Military, Senior Citizens (over 65 years), Natural Disasters, Bereavement, Youth (between 18 and 25 years), terminally ill, and people with Disabilities.
All Airline Refunds/Future Credits are subject to each airline fare rules, policies and procedures
Service fees will be converted in local currency on the payment page. Passenger types = Adult, child, senior, infant, student, military.
** All post-ticketing service fees are non-refundable and are subject to change without notice. HAMS fees, additional fares collected, and other charges are in addition to any airline, hotel, or car rental fees and charges. You will only be charged the final total amount.
Government imposed taxes and fees are subject to change. You will only be charged the final total amount as shown.
1. Most of our airline tickets are non-refundable. Only available if our Travel Suppliers' fare rules allow cancellation and refunds, and we have accepted your request for a refund, you are not a ''no show'' (most ''no show'' bookings are in-eligible for any waiver from suppliers for refund processing), and if we are able to secure waivers from suppliers to process this requested cancellation and refund.
2. Most of our airline tickets are non-refundable. Airline Refunds/Future credits are subject to airline fare rules, policies and procedures.
3. Special Services - All Services noted are on a Request Basis ONLY and are subject to each Airline's review and approval process along with their fare rules, policies and procedures.
Name Misspelling - Passengers name on their airline ticket does not match their passport or other universally accepted government ID.
Baggage - please retain all receipts and baggage tags.
No- Show - Documentation advising why you were unable to make your scheduled departure will be required.
Denied Boarding - Documentation as why you were denied boarding of your scheduled departure will be required.
Duplicate Tickets - Copies of all tickets, reflecting exact same itineraries booked with us will be required in order to process a refund request. |
CHANGES TO FLIGHTS ALREADY PURCHASED
Any and all changes made to the itinerary are restricted and are subject to airline fare rules, whichever is more restrictive; most of our tickets, hotels, cars, packages and cruises do not allow any date or name changes after the booking is completed. HAMS does not guarantee, and shall not be responsible for, any bookings or reservations made or confirmed to you in the event that the original itinerary has been changed by the supplier pursuant to customer's request or supplier's schedule changes.
CANCEL AND EXCHANGE
Most of our airline tickets are 100% non-refundable. In certain cases, where the airline may allow cancellations, a credit may be valid towards a future ticket purchase by the same traveler on the same airline. Usually the credit issued by the airline supplier has a specific expiration date, after which it cannot be used. We encourage you to discuss additional restrictions attached to your credit with a customer service agent. All such bookings where the cancellation may be permitted must be cancelled prior to the scheduled departure time of the first flight segment by calling our customer service center. We do not guarantee any cancellation. When you are ready to make your new booking and wish to use your airline credit, you will be required to the pay fare difference (if any), applicable airline penalties and any applicable HAMS post-ticketing fees. All such changes are governed by each airline's fare rules, policies and procedures, which are not under our control.
No additional representation is made for our exchange fees except that an agent will assist you in locating your desired new flights and attempt to re-book the new flights based on availability and other factors.
As per our Compassion Exception Policy (CEP), we offer Special Discounts for Military, Natural Disasters, Bereavement, Customers with Visual Impairments, Senior Citizens and Youth. Please review our Compassion Exception Policy (CEP) in detail.
MULTIPLE AIRLINE ITINERARIES
If your itinerary includes flights operated by more than one airline, please read carefully each such airline's terms and conditions, which can be found on each such airline's website. Each such airline will have its own restrictions, rules and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer may be responsible for any fees or ticket cost incurred for making changes to the unaffected flight. Such airlines may charge their own fees for changes, refunds, or if exchanges are requested. You are responsible for complying with each airline's terms and conditions, which may differ (for example, check-in times and limits on baggage size/weight). It is advisable you print your outbound and return portions of your e-ticket confirmation for all flights prior to travelling. You may be asked for proof of your return ticket at check-in.
CANCEL AND REFUND
Most of our airline tickets, hotels, pre-paid car rentals, vacation packages and service fees are non-refundable prior to midnight of booking. All cancellations must be done over the email only. We can accept refund requests only if the following conditions have been met:
You have applied for a cancellation and refund with us and if the fare rules provide for cancellation and refunds;
You are not a ''no show'' (most ''no show'' bookings are in-eligible for any waiver from suppliers for refund processing); and
We are able to secure waivers from suppliers to process this requested cancellation and refund. We are unable to provide a specific time line for how long it may take for this requested refund to be processed. All refund requests are processed in a sequential format. Once you have provided our customer service agent with your cancellation request, we will then send you an email notification that your request has been received. This notification does not automatically qualify you for a refund. This only provides you with an acknowledgement of your request and provides you with a tracking number. Upon receipt of your request we will work with the suppliers such as airlines, hotels, car-rental companies to generate a waiver based on airline and other supplier rules and notify you of the supplier decision. Our services fees associated with the original travel reservation or booking are not refundable. Please note that we are dependent on the suppliers for receiving the requested refunds. Once the refund has been approved by the supplier it may take additional time for this to appear on your credit card statement. Generally, all suppliers will charge a penalty for refund. This entire process may take 60-90 working days from receipt of your request to receiving credit on your statement. Apart from the airlines and other suppliers refund penalties, HAMS will charge a post-ticketing services fee, as applicable. All refund fees are charged on per ticket per person basis. These fees will only be assessed if a refund has been authorized by the supplier or a waiver has been received and when the airline/supplier rules permit such refunds. If such refund is not processed by the supplier, we will refund you our post-ticketing service fees applicable to your agent assisted refund request, but not our booking fees for the original travel reservation or booking.
As per our Compassion Exception Policy (CEP), we offer Special Discounts for Bangladesh Military, Natural Disasters, Bereavement, Customers with Visual Impairments, Senior Citizens and Youth. Please review our Compassion Exception Policy (CEP) in detail.
Cancellation Password - For your security, bookings may only be cancelled over the registered email, and not by phone call or web chat. When requesting HAMS to cancel a booking on your behalf, our agents will send you an email on your registered email in which you booked the ticket from us. If you cannot access your email, we may not be able to process your request for cancellation.
FARE CHANGES AND POST PAYMENT PRICE GUARANTEE
Prior to your form of payment being processed and accepted successfully, if there is a change in the price of air fare or any other change, you may be notified of this change and only upon such notification you have the right to either accept or decline this transaction. If you elect to decline this transaction, you will not be charged.
Our Post Payment Price Guarantee: Upon successful acceptance and processing of your payment (credit/debit card), we guarantee that we will honor BDT 1000 on final quoted price of the airline tickets regardless of any changes or fluctuation in the price of air fare.
PAYMENT ACCEPTANCE POLICY
We accept credit cards and debit cards issued in Bangladesh and several other countries as listed in the billings section.
We also accept Cash in Office, Bkash, Online Bank Transfer, etc. methods as well.
Please note: your credit/debit card may be billed in multiple charges totaling the final total price. If your credit/debit card or other form of payment is not processed or accepted for any reason, we will notify you within 24 hours (it may take longer than 24 hours for noncredit/debit card payment methods). Prior to your form of payment being processed and accepted successfully, if there is a change in the price of air fare or any other change, you may be notified of this change and only upon such notification you have the right to either accept or decline this transaction. If you elect to decline this transaction, you will not be charged.
Please note: all hotel, car rental and tour/activity bookings are only confirmed upon delivery of complete confirmation details to the email you provided with your reservation. In some cases, pre-payment may be required to receive confirmation.
In order to provide you with further protection, when certain transactions are determined to be high-risk by our systems, we will not process such transactions unless our credit card verification gateway team has determined that it's safe to process them. In order to establish validity of such transactions, we may contact you or your bank.
TICKET DELIVERY
Most tickets are electronic (e-Tickets), however with certain itineraries where an e-Ticket is not available a paper ticket will be issued. If an e-Ticket could not be issued for a particular reservation or if a delivery was being made of another product or service, HAMS will send the paper ticket, product or service through a secure mode of delivery (a reputable carrier company). HAMS does not assume any responsibility for the fault of the delivery company. We will attempt to redeliver but do not provide any guarantees for redelivery on time. If you provide an incorrect address, then you may have to pay excess fees to the delivery company for alteration of the address. If an e-Ticket is generated the ticket information will be available on the Site.
CREDIT/DEBIT CARD PAYMENTS
All credit cards must have a verifiable Bangladesh or other country billing address. To see the list of countries where credit cards are accepted, click the drop menu down in the check-out page.
All bookings and fares are not guaranteed until ticketed by the supplier. For hotels, car rentals, and vacation packages, bookings are not guaranteed unless you receive a confirmation number by email.
When you submit your credit or debit card for a purchase, we request an authorization for the amount of your anticipated transaction (placing a temporary ''hold'' on the funds). If for some reason we are unable to confirm your booking, you will not be charged and we will request that such hold be released by your credit or debit card bank; until then, funds subject to the hold will not be available to you for other purposes.
If your credit card is declined for any reason, we will notify you within 72 hours. Simply submitting the credit card does not automatically guarantee ticketing.
HAMS bears no responsibility in the event your credit or debit card is not approved or charged.
There can be many reasons why your credit or debit card may not have been approved or charged. Examples of these maybe: airline could not confirm the booking, fare increased since payment information was submitted and prior to ticketing; or sufficient funds not available on the credit card. In such instances where the fare may have increased, you will be provided with alternate options and you have the right to cancel the booking at no cost to you. When the booking is ticketed at the cost originally quoted to you the ticket becomes non-refundable and non-cancellable.
HAMS uses stringent safety measures for credit card payment processing. Fraudulent transactions, if any, are reported to airport security, airlines and other law enforcement.
You agree to be liable for any and all credit card payments and you agree not to dispute charges after the purchase has been made and your tickets and/or other products have been delivered by email confirmation or have been shipped to you. You agree to reimburse HAMS in cases of charge back or credit card disputes where you have genuinely purchased a service on our website.
Most credit card transactions over the phone to our Customer Service Department are recorded and are available as evidence in case of any dispute.
Online credit card transactions are authorized at the time a user or anyone acting on their behalf accepts these Terms & Conditions and continues with the purchase.
When certain transactions are determined to be high risk by our systems, we will not process such transactions unless our credit card verification team has determined that it's safe to process them. In order to establish validity of such transactions, we may contact you or your bank.
CREDIT CARD DECLINES
If your credit card declines at the time of processing your transaction, we will make all efforts to notify you by email within 72 hours. The transaction will not be processed if your credit card has been declined. The fare and any other booking details are not guaranteed.If your credit card declines at the time of processing your transaction, we will make all efforts to notify you by email within 72 hours. The transaction will not be processed if your credit card has been declined. The fare and any other booking details are not guaranteed.
SEATS, MEALS, FREQUENT FLYER AND OTHER SPECIAL REQUESTS
Please note that your seats, meals, frequent flyer and other special requests are requests only. The airline reserves the right to apply any revisions to the requested seat allocation without notification. All requests should be verified with the airline. We do not guarantee you will be assigned the seat you have requested. We also do not guarantee that your meal, frequent flyer and other special requests will be confirmed by the airline. It is therefore recommended you contact your airline directly to confirm these requests.
BAGGAGE POLICY AND FEES
If you have excess baggage, you will have to pay any excess baggage fee assessed by each airline. We recommend traveling light to reduce these costs. To find the additional weight baggage fees for each airline, please visit our Booked Airline page. These fees are to be paid directly to airline upon using such service. We make an effort to keep the baggage fees table updated but we recommend you contact the airline directly for the latest fees on check baggage and policy as it relates to baggage.
BAGGAGE POLICY ON CONNECTING FLIGHTS
When there are two or more airlines involved for connecting flights, you may have to reclaim your bags at the connecting airport and check-in again to continue your journey. In these cases, if you have excess baggage, you will have to pay any excess baggage fee assessed by each airline. We recommend traveling light to reduce these costs.
AIRLINES SCHEDULE CHANGES/FLIGHT CANCELLATIONS
Airline Policy on Schedule Changes:
All Airlines have differing rules and policies regarding schedule changes, which are beyond our control.
Due to the operational needs of each airline, changes are often made to the flights that they are currently operating. Often these changes are a prediction of travel needs for a future dates but can also reflect same day changes. Types of changes could be: flight number changes, time changes, routing, date changes and or cancellations. Cancellations include when an airline has stopped or temporarily canceled service to certain cities, or stopped service on certain days of the week.
Cancellations:
Reasons for cancellations or schedule changes may include:
Peak or high travel seasons;
Low travel season;
Airport terminal or gate changes;
Fuel prices;
Civil unrest;
Natural disasters Bankruptcy.
HAMS does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the airlines.
Our Policy on Schedule Changes:
We make every attempt to notify the customer of any schedule changes. It is always best to contact the airline to reconfirm you flights within 72 hours of departure.
Customers Obligations:
It is always important for the customer to reconfirm their flights with the airlines 24 to 72 hours prior to departure, especially if they are already traveling. You should periodically check emails for updates regarding flight schedules and respond in a timely manner.
UNACCOMPANIED MINOR
Tickets will not be sold directly to unaccompanied minors age 18 and under. Each airline sets its own policies and regulations for children traveling without adult supervision. Please check with the airline directly for minor age requirements, as the following items may change:
Some airlines may not allow unaccompanied minors to travel without an adult.
Some airlines will only allow unaccompanied minors to travel on non-stop flights.
Many airlines may require additional fees to be paid at check-in.
You must call the airline to verify rules and restrictions for unaccompanied minor(s) traveling alone.
VISA AND ENTRY REQUIREMENTS
All customers are advised to verify travel documents (transit visa/entry visa) for the country through which they are transiting and/or entering. HAMS will not be responsible if proper travel documents are not available and you are denied entry or transit into a Country.
Your transaction with HAMS does not guarantee entrance to the country of destination. Traveler understands that HAMS accepts no responsibility for determining passenger's eligibility to enter or transit through any specific country. Information, if any, given by HAMS 's employees must be verified with government authorities. Such information does not imply responsibility on HAMS's behalf.
TICKET PROCESSING ERRORS/ISSUES DISCLAIMER
HAMS is not responsible for any tickets that could not be processed due to inaccurate and/or incomplete verification of credit card information, and/or credit card decline and/or due to technical glitches. In extremely rare cases, airlines fares may change prior to the completion of ticketing process, in which case, HAMS. reserves the right to notify you of any fare changes within three (3) business days. In the event that your original flights cannot be honored, HAMS will make every effort to provide alternative flight/fare options. If we are unsuccessful in contacting you, we reserve the right to cancel your booking. We will send an e-mail advising you of the cancellation and this will serve as final notification. HAMS will not be responsible for any fare increase and you have the right to cancel the booking at no cost to you in these cases. All fares are not guaranteed until ticketed.
HUMAN ERROR
If any of our agents, make a mistake in the booking process we shall make reasonable attempts to rectify these errors at the time of occurrence. HAMS stands committed to providing compensation up to a maximum of the entire service fees that HAMS has collected for that booking in addition to a 2000 BDT coupon as redemption towards purchases from HAMS within 12 months in the future. You must notify us of errors within 24 hours of receiving your itinerary. Beyond this 24-hour period, HAMS will not be responsible for these errors.
ITINERARY RE-CONFIRMATION
It is the responsibility of the traveler who has booked with us online or has made the booking directly with a customer service agent to review and reconfirm names, dates, flight numbers, airlines and routing including all airport changes. If you discover any discrepancy in your itinerary, you are requested to immediately contact a HAMS customer service agent within 4 hours from the time the booking was completed.
If you fail to contact us by phone within 4 hours of completing the booking, we shall consider the booking you have made to be acceptable to you and we do not assume any liability thereafter for any discrepancy in your booking.
You are requested to review and save the itinerary.
HOTEL RESERVATIONS RULES AND REGULATIONS
Photos of the hotel and information provided regarding the service, amenities, products, etc. have been provided to us by the supplier. HAMS accepts no responsibility for any changes that the supplier has not updated.
Specific features such as bedding type or non-smoking rooms are simply a request and not guaranteed unless otherwise specified by the hotel. While most hotels will strive to honor your requests, neither HAMS nor the hotel will guarantee that your request will be honored.These rates will require you to present identification at the time of check-in to prove that you're eligible for those special rates. Hotel properties are not obligated to honor these rates if you do not qualify or if you don't have identification confirming your eligibility.
No refunds will be issued for unused room nights due to early departures.
Some hotels offer an Airport Shuttle as an extra service. You should always contact the hotel prior to check-in to find out availability and pricing.
Booking Bonus' that are offered by the hotels, such as free breakfast, tours, etc. are all subject to change and availability and are controlled by the hotel directly.
Pre-Paid Reservations:
Prepaid Reservations are charged to your credit card at the time of booking. This charge includes Full Base Amount (room only) of the reservation. Resort fees, energy surcharges and cleaning fees, may be charged on a daily basis. They also will collect for incidentals such as meals, movies, games, wet bar, parking, and phone calls. Rates are only guaranteed at the time of booking.
Pre-Paid Booking Vouchers:
Some hotels will require a voucher at check-in.HAMS will send the voucher to the email address supplied to us when your booking was made. It is always recommended you have a copy of your email confirmation with you at check-in.
Book Now, Pay Later Bookings:
Book Now, Pay Later Reservations use your credit card to hold your reservation until you arrive for check-in. HAMS strongly recommends that you confirm Book Now, Pay Later reservations directly with the hotel, no sooner than 24 hours prior to check-in. On some non-prepaid hotels, hotel companies require a deposit up to the full amount of the stay. These rates are usually non-refundable, with no modifications allowed.
Meal Plans:
Meal Plan are the sort of dining arrangements that you have selected for your hotel stay. For example, you may have selected a hotel which cooks all your meals for you and which are included in the price. Or, you may have selected an apartment with cooking facilities, which means you arrange your own meals. Meal Plan meanings and abbreviations are as follows:
Room Only (RO) means that no meals will be included in the price you have paid for your accommodation/vacation package. Self-Catering (SC) means that no meals are included in the cost of your accommodation/vacation package, but you will be provided with catering facilities in your accommodation to cook light meals.
Bed and Breakfast (BB) means that breakfast is included in the price you have paid for your accommodation/vacation package.
Half Board (HB) means that your breakfast and evening meal is included in the price you have paid for your accommodation/vacation package. In some cases, you can choose to receive lunch instead of breakfast - the hotel will confirm this upon arrival.
Full Board (FB) means that breakfast, lunch and evening meals are included in the price you have paid for your accommodation/vacation package.
All-Inclusive (AI) means all meals and locally produced drinks are included (until midnight, when a cash bar system may operate. This may vary depending on the accommodation). You may also be entitled to entertainment and non-motorized water sports laid on by your hotel.
Photos of the hotel and information provided regarding the service, amenities, products, etc. have been provided to us by the supplier. HAMS accepts NO RESPONSIBILITY for any changes that the supplier has not updated.
Specific features such as bedding type or non-smoking rooms are simply a request and not guaranteed unless otherwise specified by the hotel. While most hotels will strive to honor your requests, neither HAMS nor the hotel will guarantee that your request will be honored.
Booking Bonus' that are offered by the hotels, such as free breakfast, tours, etc. are all subject to change and availability and are controlled by the hotel directly.
Hotel Changes, Cancellations and Refunds:
Any changes or cancellations should be requested by calling customer service.
No-Show Policy:
A No-Show is when you fail to show up to check-in for your reservation without prior notification. If you are not going to check in for your reservation you will need to contact the hotel directly. Depending on the hotel restrictions you may be charged penalties or lose the entire pre-paid or deposit amount of you booking.
Hotel Confirmation:
Hotels may take up to 72 hours to return a confirmation number. The process starts when you book the hotel on our Site. We will send you an email stating that your reservation is confirmed. This is to let you know that we have received your request. If you do not receive any email communication from HAMS , please email at info@hamsfly.com and include the confirmation number and a contact phone number. We suggest you to reconfirm your hotel reservation 24 hours prior to check in.
In many cases, the hotel will not receive the actual guest name until 72 hours prior to arrival. Your reservation is secured and guaranteed once you have received the final confirmation email and or voucher. We recommend you contact the property within three (3) days of your scheduled arrival to confirm your details.
All About Changes, Cancellations and Refunds
Any changes or cancellations should be requested by calling customer service.
We understand that sometimes plans change. Listed below are additional cancellation and change policies. Some policies may vary by property:
- For high-demand special events
- Cancellations or modifications to the reservation may be subject to HAMS cancellation fees in addition to fees charged by the property. Please check our fees and exceptions for the charges of HAMS
- Changes to dates, reduction in rooms or any other amendments are subject to fees based on the hotel's policy.
- No credits can be issued for unused room nights due to early departures.
- Stay extensions require a new reservation. Original room rate is not guaranteed.
- Refunds for early departures, no-shows or cancellations are at the sole discretion of HAMS and HAMS 's hotel suppliers.
- We reserve the right to be indemnified by you in full against all loss, costs, damages, charges and expenses incurred by us as a result of any cancellation for any reason.
- You must call HAMS if you have any issues during check-in or check-out. Many issues may be resolved by a simple phone call.
Blue Ribbon Bags
1. Receive real-time push notifications via SMS, WhatsApp, or E-mail regarding the status of your baggage.
2. Collect 19,000 BDT (66,000 BDT for international) per bag that is not returned before 96 hours.
3. No proof of contents or receipts is needed for the payment.
The Service Agreement Fee by the Passenger shall constitute full acceptance by the Passenger of the terms of this Service Agreement
Service Agreement
1. The baggage tracking service offered by Blue Ribbon Bags (BRB) comprises retrieval service for checked baggage that has been loaded onto a flight or multiple flights, but not those flight/s which the Passenger has taken, or has been misdirected to a destination different from your flight's end point destination, as reported by the airline flown (''Mishandled Baggage''), with a service satisfaction guarantee that includes remuneration for any Mishandled Baggage that is not located within a fixed period of time. This fixed period of time shall be 96 hours from the time of the passenger's flight landing, in which the baggage did not arrive with the passenger, as scheduled, and as reported, by the airline flown
Baggage Retrieval
1. As part of the Baggage Retrieval service, BRB shall actively engage with the Passenger, airline, and other resources to locate and expedite the return of the Passenger's Mishandled Baggage within 96 hours of the airplane's actual arrival time at the Passenger's final destination (hereinafter referred to as the ''Service Period''). Passenger understands that Blue Ribbon Bags is an internet-based service. All correspondence with any Mishandled Baggage Reports, or anything regarding the Blue Ribbon Bags Service is done with the Provider via email only. Passengers and customers will still be obligated to comply with the terms and conditions of this Service Agreement, even without sufficient internet or email access. Each service purchased will only apply to flights listed within the airline confirmation number that the service has been purchased for. If multiple flights are booked separately and are listed under separate confirmation numbers, separate Service Agreements will need to be purchased for each Airline Confirmation Number. Travel Agents may purchase the service under a ''PNR'' number dictated by their GDS. Online Travel Agencies may offer the product for round-trip airline tickets purchased on their site, even if the round-trip ticket encompasses multiple airline confirmation numbers. Travel Insurance Companies may add our product to their offerings and the product will cover the passenger for the same date range as the travel insurance policy purchased, regardless of how many flights are taken within that date range.
Service Satisfaction Guarantee Payment
If the Baggage Retrieval service is not successful and the Passenger's Mishandled Baggage is not returned, per these terms and conditions, within the Service Period, BRB shall pay the Passenger in accordance with the Service Satisfaction Guarantee Limit of Liability.
Service Agreement | Fees | Service Satisfaction Guarantee Limit of Liability |
Bronze (Only for Domestic Routes) | BDT 95 | BDT 19,000 |
Gold ( Only for International Routes) | BDT 330 | BDT 66,000 |
Remuneration of the Service Satisfaction Guarantee Limit of Liability is limited to two (2) undelivered bags per passenger. In order to be eligible for the Baggage Retrieval services and Service Satisfaction Guarantee payment provided for in this Service Agreement Passenger accepts and must fully comply with the following:
RESPONSIBILITIES AND UNDERTAKINGS OF PASSENGER
1. Payment of the Service Agreement Fee by the Passenger shall constitute full acceptance by Passenger of the terms of this Service Agreement
2. All information provided to the Provider for the purchase of the baggage tracking service product, or when filing a mishandled baggage report (''MBR''), must be accurate and truthful. Inaccurate entries of information when purchasing the product, including mistaken passenger names, wrong airline choices, and wrong airline confirmation numbers (E-ticket numbers or any ticket number issued by a travel agency that sold the passenger their airline ticket, will not qualify as airline confirmation numbers. An airline confirmation number must be issued by the airline itself, and only flights listed under the airline confirmation number issued by the airline that the ticket was purchased for, will qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment in the event of a lost bag.), will void the Service Agreement and Passenger will be ineligible for any Baggage Retrieval services and Service Satisfaction Guarantee payments under this Service Agreement. All information provided to providers when reporting mishandled baggage will be used to process Mishandled Baggage Reports, including airline arrival times. If a passenger enters the wrong email address as part of their Mishandled Baggage Report, the provider will not be liable for the passenger's inability to answer or comply with the terms and conditions of this Service Agreement.
3. If the provider informs the passenger, via email, of wrong information provided within the passenger's Mishandled Baggage Report, the passenger will have 12 hours to correct the information provided. Any misinformation not corrected by the passenger, within 12 hours of being informed will void the service agreement and mishandled baggage report, and Passenger will be ineligible for baggage retrieval services or satisfaction guaranteed payment.
4. Passengers must purchase the baggage tracking service product prior to the initial departure time of the airplane. Passengers must purchase the baggage tracking service prior to all flights within their outbound or inbound trip. Passengers may not purchase the service while in between legs of a journey (i.e. while in between connecting flights). All flights within a passenger's itinerary, or that a passenger has taken to arrive at their destination, and all flights that a passenger's bag(s) are tagged for by any airline's baggage tag system within their journey to their final destination, must be covered with the Blue Ribbon Bags service in order to qualify for baggage retrieval services or the Blue Ribbon Bags satisfaction guaranteed payment in the event of a mishandled bag. Any portion of a passenger's trip to arrive at their destination, or if the passengers' bags are tagged for flights under any airline's baggage tag system, that is not covered by a Blue Ribbon Bags Service Agreement, will disqualify the passenger from baggage retrieval services or the satisfaction guaranteed payment in the event of a mishandled bag, even in the event that all other flights within that journey have separate services purchased for them. Once a Mishandled Baggage Report has been filed for a bag, passengers may not purchase additional services for additional flights having anything to do with the bag reported under the active MBR. Any changes to the delivery address that require an additional flight, which requires additional service, may not be purchased after a Mishandled Baggage Report has been filed. Changes to the delivery address of the passenger for a Mishandled Bag that has already been reported to the provider that does not already have an additional service associated with the additional flight, will disqualify the passenger from eligibility for baggage retrieval services or the Blue Ribbon Bags satisfaction guaranteed payment.
5. Passenger acknowledges that Provider has the right to reject any effort to purchase the baggage tracking service product and may cancel any Service Agreement (including the return of the Service Agreement Fee to the Passenger) at any time prior to the filing of a Mishandled Baggage Report by the Passenger.
6. Passengers must promptly, within the Service Period, report a claim to the airline (in the form required by the rules of the airline) that Passenger baggage has been mishandled or undelivered before reporting their Mishandled Baggage to the provider.
7. Passengers must receive from the airline an acknowledgment of the Mishandled Baggage Claim, which must include a unique identifier for their airline lost luggage claim (often called a file locator, reference, or tracking number). Blue Ribbon Bags will not retrieve unique identifier numbers (file reference, locator, or tracking numbers) from the airline on the customer's behalf. It is the passenger's responsibility to collect this information from the airline when filing their lost baggage claim with the airline. Mishandled Baggage Reports not containing unique identifying numbers will not be processed, and passengers will be ineligible for any Baggage Retrieval services and Service Satisfaction Guarantee payments under this Service Agreement.
8. Passengers must then report the Mishandled Baggage Claim to Provider, using the reporting methods as explained in section 2(j) of this agreement, including the airline-issued unique identifier for their lost luggage claim (''file reference number'') and for each bag (''baggage tag number''), and all required information, within 24 hours of the airplane's actual arrival time for the Mishandled Baggage Report to be processed. Any Mishandled Baggage Reports reported to Blue Ribbon Bags at any point after the expiration of the 24-hour deadline from the airplane's actual arrival time will be denied, regardless of the circumstances and reasons, and those passengers will not qualify for baggage retrieval services or for Service Satisfaction Guaranteed Payment.
9. In order to complete the Mishandled Baggage Report filing process, all passengers are required to submit a copy of the report, as provided to the passenger by the airline when they filed their lost luggage claim, to Blue Ribbon Bags within 24 hours of the passenger's flight landing, in order for the passenger to qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment. If this documentation, as provided to the passenger by the airline, is not submitted to Blue Ribbon Bags within 24 hours of the passenger's flight landing, their Mishandled Baggage Report with Blue Ribbon Bags will be denied immediately upon expiration of the 24 hour deadline, and the passenger will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment. The report must be submitted by the passenger by emailing the designated Blue Ribbon Bags email address at mbr@blueribbonbags.com and the passenger must put their Service Agreement number, provided to them by Blue Ribbon Bags upon purchase, in the subject line of the email. Supporting Airline documentation that is submitted in any other manner than as instructed here will not be considered a valid submission, and will not be considered with regard to any Mishandled Baggage Report with Blue Ribbon Bags. Any reports that do not have accompanying documentation submitted in the manner described in this section, will be denied upon expiration of the 24- hour deadline from when the passenger's flight landed and the passenger will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.
10. All bags will be considered returned to the passenger, and this service agreement will be considered fulfilled, per the terms and conditions of the Blue Ribbon Bags Service Agreement, when as per the airline's lost baggage system, the bag arrives at the airport on record with the passenger's lost baggage claim with the airline.
11. Passengers must report the Mishandled Baggage claim to the Provider, by filing a Mishandled Baggage Report with Provider, either
- online at https://www.blueribbonbags.com/MishandledBaggageReports or
- by telephone at +1 888-BAGGAGE (+1 888-224-4243 - US) or +1 917-920-9699 , 24 hours a day, 7 days a week.
- All Mishandled Baggage Reports must be submitted to Blue Ribbon Bags within 24 hours of the passenger's flight landing in order to qualify for services
12. Passenger hereby expressly authorizes Provider to act on Passenger's behalf in the provision of the Baggage Retrieval service, including all direct communications with the airline and agrees to promptly provide any required written or other confirmation of this authority. The passenger gives full permission to any airline to release any and all personal and baggage/flight information to the Provider on the passenger's behalf. When a passenger purchases the BRB Service through an Online Travel Agency or any other third-party seller of the Product, the passenger is giving full authority to the Online Travel Agency or Third Party Seller to release all personal and travel itinerary information to the Provider at any time prior to or after the passenger's trip
13. Unless otherwise agreed to in writing, all payments, pursuant to the service Satisfaction Guarantee Payment, made by check for a specific Mishandled Baggage Report, must be cashed within 90 days of the check issuance date. Any checks not cashed within the 90-day time period from the date of issuance shall nullify the satisfaction guaranteed payment, and Blue Ribbon Bags will no longer be liable for any payments to that passenger for the referenced Mishandled Baggage Report.
14. If a Mishandled Baggage Report has been closed or denied for any and/or all reasons, and the passenger finds the closure of the MBR to be an error, the passenger has 12 hours from the receipt of the closure or denial email to inform Blue Ribbon Bags of the error. The passenger may only inform Blue Ribbon Bags of this error by emailing the provider at mbr@blueribbonbags.com and putting their MBR number in the subject line. Any error emails received after this 12-hour period, or reported in any other method, will not be accepted, the MBR file will not be reopened, and the passenger will not qualify for baggage retrieval services or our satisfaction guaranteed payment, regardless of the circumstances. If the provider accepts the error, and the MBR file is reopened, the provider will have an additional 72 hours from the termination of the original 96 hours from when the passenger's flight landed, otherwise known as the service period, to locate the passenger's luggage. Any baggage associated with a Mishandled Baggage Report that has been reopened for any reason will be considered ''returned'' to the passenger, per the terms and conditions of this Service Agreement once the baggage is received at the airport on record with the airline's lost luggage claim, and the passenger will no longer qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.Any Mishandled Bags, reported by the passenger, that were required by the airline, or airport, to be ''rechecked'' by the passenger at an airport, in the event the airline requires the bag to be collected and rechecked by way of a connecting flight or for any other reason, that the airline has no record of the bag being rechecked when was required, will not be considered ''mishandled'' as per the terms and conditions of this Service Agreement, and will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment
ADDITIONAL TERMS
1. This Service Agreement applies only to Mishandled Baggage. All Mishandled Baggage must have been given a ''tag number'' by the airline upon baggage check at the airport. Any bags with no tag numbers will not constitute Mishandled Bags per the terms and conditions of this Service Agreement.
2. This Service Agreement does not cover passengers for baggage that has been returned within the Service Period, regardless of the condition of the baggage or its contents
3. This Service Agreement does not cover any theft or damage of baggage or its contents at any time, including after the baggage has been returned to Passenger. Any Airline lost luggage claims that include any other form of travel other than air travel within the listed segments on the passenger's journey will void the service agreement, and the passenger will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.
4. The provider may cancel this Service Agreement, and the Provider shall have no obligations to Passenger or any third party whatsoever, upon a fraud report or investigation by the airline or Provider related to any lost baggage claim or Mishandled Baggage Report. And Provider may tender such fraud claim to the appropriate investigating authorities.
5. This Service Agreement incorporates by reference any instructions having to do with mishandled baggage reports or baggage service features posted on the Provider website, including the regular updates.
6. Returned bags that are delivered within the Service Period to the destination provided by Passenger to the airline will be deemed returned to Passenger in satisfaction of this Service Agreement.
7. Remuneration of the Service Satisfaction Guarantee Limit of Liability for Mishandled Baggage is limited to two (2) bags per person.
8. Passenger is ineligible for multiple remunerations under the Service Satisfaction Guarantee Limit of Liability for the same Mishandled Baggage, even if multiple Service Agreements are purchased.
9. In the event, Passenger has failed to pay the Service Agreement Fee, or the Provider has rejected or canceled the Service Agreement, the Service Agreement shall be of no force or effect and the Provider shall have no obligations to Passenger or any third party whatsoever. This provision applies in the event that the credit card charge for a particular service agreement has been disputed.
10. Property Irregularity Reports (PIR) issued by an airport (i.e. airport lost and found or any other airport office) or Baggage Irregularity Reports (BIR) or Lost Baggage Claim Forms Issued by an airport: Passenger is ineligible for any Service Satisfaction Guarantee payments under this Service Agreement for airline claim acknowledgments that issue as either a PIR by the airport or BIR or Lost Baggage Claim Forms by the airport unless the airline issues a separate payment (compensation) for the Mishandled Baggage. Only in the instance that the airline has provided separate compensation for the passenger's lost baggage, the Provider will pay the Service Satisfaction Guarantee payment for Mishandled Baggage not returned within the Service Period. If the airline does not issue a separate compensation, the Provider will have no payment obligation. Proof of payment by the airline for the Mishandled Baggage will be required. This compensation provided to the passenger by the airline must be documented by the airline providing the compensation and must be for a bag that remains lost, as documented by the airline. Airline offering passengers ''necessities fees'' or reimbursement for expenses incurred while the bag was missing will not qualify as compensation, and the passenger will not be eligible for the BRB Satisfaction Guaranteed Payment.
11. Provider shall not be liable for any delay due to circumstances beyond its control. This is including, but not limited to, any bag that is unable to be loaded onto a flight due to security issues (including but not limited to dangerous goods found within the bag, and/or the bag being held up by customs for any reason). Additionally, with regard to delivery failures by third-party carriers attempting to deliver the retrieved baggage to Passenger, or any failure by Passenger to use reasonable efforts to receive the retrieved baggage within the Service Period or assist the provider in any way requested by the provider within the Service Period. This includes requests by the Provider for the description of baggage, lists of contents within the passenger's baggage, or any identifying tags or marks placed on baggage by the passenger. All requests of this nature are required to be responded to by the passenger within 12 hours of the request made by the provider. Any requests not responded to within 12 hours of the request being made by the Provider will void the Mishandled Baggage Report and the passenger will no longer be eligible for baggage retrieval services or any satisfaction guaranteed payment under this service agreement.
12. This Service Agreement is non-refundable and non-transferable. If the passenger's flight is canceled or changed and a new flight is booked in its place which is not listed under the passenger's airline confirmation number with which their service was purchased, the passenger must purchase a new service for their new flight. For purchases made through online ticketing websites: each purchase is per the itinerary booked through the online website, which will be listed under the confirmation number provided by that website at the time of purchase. Any changes, including flight cancellations and re-bookings, to the itinerary occurring outside of the web booking, will require a separate service to be purchased for any new flights booked. The passenger may inform the provider of the change before any of the flights within the itinerary have departed, by emailing us at info@blueribbonbags.com and putting their Service Agreement Number in the subject line showing the new flights within the itinerary to avoid having to purchase an additional service.
13. Governing Law; Jurisdiction: This Service Agreement and all claims arising from the agreement of the Parties contemplated herein, whether or not arising directly under this Service Agreement, shall be governed by and construed in accordance with the laws of the State of New York without giving effect to conflict of laws provisions. The Parties agree to the exclusive jurisdiction of the state and federal courts sitting in the State of New York, New York County for the adjudication of all disputes arising under this Agreement. All decisions regarding Mishandled Baggage Reports are the sole responsibility of Blue Ribbon Bags. All Third Party Sellers or distribution partners of the product have no influence or barring on any decisions made with regard to any existing Mishandled Baggage Reports, including all Denials, Closures, or Qualifications for the Blue Ribbon Bags Satisfaction Guaranteed Payment. As well, all Third Party Sellers and distribution partners of the product will be completely indemnified from any and all legal action resulting from any decisions made with regard to a Mishandled Baggage Report. This includes all Denials, Closures, and Qualifications for the Blue Ribbon Bags Satisfaction Guaranteed Payment.
14. Passenger agrees that BRB may share Mishandled Baggage Report information with the third party online travel site or travel agency, from which the passenger purchased the BRB service that is directly associated with that Mishandled Baggage Report. For any sales made directly with BRB, which come by way of a referral from an online travel site, or travel agency, the passenger agrees that BRB may share all sales data with the agency that referred the passenger to the BRB site for purchase.
PRIVACY STATEMENT
1. Provider is committed to protecting your privacy, fully complying with applicable privacy regulations, including the European Union's General Data Protection Regulation (GDPR). By purchasing or using the Baggage Retrieval service you consent to the data collection and use practices described in this privacy statement.
2. Data Collection Consent: To purchase and use the baggage tracking and retrieval services, Passenger must consent to provide certain personal data to allow the Provider to provide the service or carry out a transaction you request. For example, the Passenger provides personal data at the purchase of a Service Agreement and, if needed, to complete an MBR and other baggage location services. This personal data may include contact details, such as your name, title, company/organization name, airline/flight/booking information, payment information, email address, telephone and fax numbers, and physical address.
3. Personal Data Use Consent: The provider will use personal data only for the purposes set forth in this Service Agreement, to deliver the services and transactions that you request.
4. Personal Data Disclosure Consent: Personal Data that you provide will not be disclosed outside of Provider (including its subsidiaries, affiliates, and joint ventures), with the following exceptions:
- Consent to Disclose to Airlines, Travel Agencies, and Baggage Handling Services: To allow Provider to provide the service or carry out a transaction you request, Provider may disclose personal data to airlines, travel agencies, and baggage handling services, on your behalf to assist in the provision of the baggage tracking and retrieval services. The provider will provide these companies with only those elements of personal data they need to deliver those services. These companies and their employees are prohibited from using those personal data for any other purposes.
- Consent to Disclose for Other Reasons: Provider may disclose personal data if required to do so by law or in the good-faith belief that such action is necessary to comply with legal requirements or with legal process served on us, to protect and defend our rights or property, or in urgent circumstances to protect the personal safety of any individual. 5. Data Controller and Policy Changes: Provider, as the sponsor and maintainer of the website, is also the controller of collected data. The provider may re-evaluate this policy on an ongoing basis and reserves the right to change its privacy policy to promote further compliance
6. Data Retention Period and Deletion Protocols: Collected data shall be retained for the period to allow the Provider to provide the service or carry out a transaction request by Passenger, and for up to six months beyond the closing of any statutory or regulatory rights periods, ensuring that timely Passenger claims may be filed. Notwithstanding the foregoing, Passenger may subsequently elect to request the deletion of any personal data by sending a request to info@blueribbonbags.com