TTW WOT FLYWELL Travel TERMS AND CONDITIONS
All dates subject to change as per Hijri Calendar. The respective check out dates from Makkah is either the 01st Dhul Hijjah or the 04th Dhul Hijjah based on the Gregorian Date. All contracts will read the Gregorian Date instead of the Hijri Date
“The Company” shall for the purposes of the Terms & Conditions mean TTW WOT FLYWELL Travel Travel, situated at 271, 9th Avenue, Laudium, 0037, P.O.Box 3676, Pretoria 0001
TTW WOT FLYWELL Travel Travel (The Company) is a Travel Agency, arranging flight bookings, hotel accommodation & transfers for respective clients. The delivery of travel arrangements is through third party suppliers being but not limited to Airlines, Hotels, Visa Suppliers, Transfer Companies, Tour Operators who are responsible for providing the relevant Booking and Service Components. The Company acts as an agent for the Airlines, Hotels, Visa Suppliers, Transfer Companies, Tour Operators and as such the Company accepts Bookings on behalf of such Suppliers. Such Booking Terms may be obtained from the relevant Supplier and it is your responsibility to familiarize yourself with such Supplier Terms
These Standard Terms & Conditions contain important information & it is essential that you carefully read and understand the contents herein. These Terms & Conditions as updated from time to time and any acceptance of a booking by TTW WOT FLYWELL Travel Travel (the Company) form the sole basis of the contract between the Company and the person signing the booking form (the Client) being all persons included in the booking as travelling or intending to travel with TTW WOT FLYWELL Travel Travel. The person making the booking is subject to these terms & conditions and confirms that he/she is above Eighteen (18) years of age and has full authority to do so on behalf of all persons whether named or not and further confirms that all such persons are fully aware of and accept these terms & conditions.
Booking & Booking Form
A booking is made by a client who submits a duly completed and signed Booking Form accompanied when appropriate by the required deposit or full payment. The Company will not accept any bookings other than those received on a completed and signed booking form.
A booking is accepted by the Company only if and when it issues confirmation of its acceptance of the booking & availability of the relevant flights, accommodation and other relevant facilities.
Once the full payment has been received for an accepted booking the Company will issue to the Client an official voucher, Multi-Purpose Document (MPD) or other suitable documents. The Client will be required to present this to the relevant hotel, car hire or other supplier of ground services included in the booking in order to obtain the relevant services.
Booking that the Client makes through the Company is subject to these terms of use as well as the relevant Hotels / Airlines / Transportation Companies Terms applicable to the particular Service Component to which such Booking pertains.
To submit a Booking to the Company,
the Client will be required to complete the prescribed booking form
the Client must be over the age of 18 and able to conclude binding contracts to submit a Booking to the Company. If the Client does not comply with the aforesaid no Booking will be accepted. Suitable documents proving the Clients age might be required prior to accepting any Booking
the Client may submit Booking requests to the Company by completing the Booking Form and submitting payment to the Company in the prescribed manner. Kindly ensure that the Booking details are correct before finally submitting the Booking request, since it is unlikely that any mistake you make can be rectified later
following receipt of the Client Booking request, the Company will send you a confirmation notice confirming acceptance or rejection of your Booking request containing the relevant Booking & Package and the other relevant electronic Travel Documents
the Company may reserve the right not to accept or process your Booking request or Service Components due to lack of availability
the Company will endeavor to send the Client a confirmation notice for every valid Booking request received by the Client, however the Company cannot guarantee that such confirmation notice will be received by the Client, nor that any confirmation will be legible and uncorrupted. Failure to receive such confirmation notice will not affect the validity of the agreement concluded in respect of a Booking
If the Client does not receive a confirmation notice after submitting payment information, or if the Client experiences an error message or service interruption after submitting payment information, the Client should confirm with the Company whether or not the Client order has been received and processed. Only the Client may be aware of any problems that may have occurred during the Booking process. THE COMPANY WILL NOT BE LIABLE FOR ANY LOSSES THE CLIENT MAY INCUR IF THE CLIENT
ASSUME THAT A BOOKING WAS NOT PROCESSED BECAUSE YOU FAILED TO RECEIVE OUR CONFIRMATION NOTICE.
Bookings made by Telephone, Email or via the Internet by the Client shall be deemed that the Client has read the Booking Terms & Conditions and accepted them.
Payment
payment is deemed confirmation that the Client has read and accepts the Company's booking terms and conditions
the Client will be required to provide the necessary payment account details (such as credit card details for individual flight reservations) (deposit) when submitting a Booking request.
by submitting a Booking request, the Client authorizes the Company to debit the Client’s designated account / credit card with the relevant amounts due for the Service Components ordered including any service fees. Such authorization will allow the Company to obtain payment at any time after the Company’s confirmation of the Client Booking.
should the Client be unable to duly effect such payment for any reason the Client Booking may be cancelled and the Service Components of the Package may be resold to another customer without further notice
the Company will not be obliged to issue any Travel Documents to the Client prior to receiving payment of the full agreed amount payable in respect of such a Booking
the Client agrees that he/she is duly authorized to make payments from the account designated (Credit Card)
the Client authorizes the Company to pay all amounts to be refunded into such account (Credit Card) if necessary
Credit Cards will only be accepted as form of payment for Individual Flight Reservations & not for Group Bookings
the Company does not accept Credit Card payments for Land Arrangements & Transportation unless prior arrangements are made and the necessary charges are agreed to
only Cash or EFT will be the accepted form of payment for all packages. Cash payments are subject to a 2% Cash Handling Fee
once confirmation is received and advised to the Client in writing the specified deposit must be made within 24hours to secure the reservation. If full payments are not received by the Due Date, the Company reserve the right to consider the Client Booking File as cancelled & the Client will then be liable for all cancellation charges
for flight reservations full payment is required 24hours after the reservation is made. Should payment not be made within 24 hours the reservation will be cancelled automatically and a new reservation made as per the availability of the Booking Class, which might increase the fare after re-calculation
if, for any reason a booking is not accepted, all monies paid for that reservation by the Client will be refunded less the applicable cancellation fees / service fees and the company shall not have any further liability to the client
for certain packages, special events, trade fairs, sporting & guided tours & for bookings made less than eight weeks prior to departure, the full package / tour price will be payable upon confirmation
for certain packages, special events, trade fairs, sporting & guided tours, deposits are NON-REFUNDABLE.
Pricing, Description & Validity
all airfares are subject to the prices and conditions quoted by the particular airline and cannot be guaranteed by the Company
prior to confirmation of receipt of your full payment The Company reserves the right to pass on all surcharges to the client without prior notice to cover any tariff increases, including the costs of fuel and security charges, landing and departure taxes at ports and airports
peak season surcharges and block out dates may apply
the cost associated with travel arrangements are not always stable and currency movements fluctuate drastically
the costs associated with travel arrangements are not always stable, and currency movements can fluctuate sharply. It is impossible to predict these movements in advance. When a Service Component is booked, the Company reserves the right to pass on any surcharges to the Client. Surcharges may be imposed to cover increases in transportation costs, including the costs of fuel and security charges, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports, or exchange rates applied. The price of travel arrangements will remain fixed only once full payment of the Booking concerned is received
prior to the Client making full payment, the onus is on the Client to ascertain if there has been any price increase due to the volatile currency, increase in taxes, increase in VAT, increase in municipality fees, increase in tourism levies etc
all prices quoted are indicative only and subject to availability. Prices quoted are based on prevailing tariffs & exchange rates and are subject to change at any time
unless otherwise stated, all prices displayed on Packages are in South African Rand. All prices indicated as applying to Service Components on Packages will be Inclusive of any delivery fees for Travel Documents. In the event of a cancellation, exchange or change to a Booking at your request a stipulated handling fee and/or cancellation fee may also apply
the details of the Service Components in respect of which Bookings can be made are described on the Package Advertised. THE COMPANY
DOES NOT ENDORSE ANY OF THE SERVICE COMPONENTS AND DOES NOT DETERMINE OR CONTROL THE DELIVERY, PRICES OR AVAILABILITY OF THE SERVICE COMPONENTS AND CAN THEREFORE NOT ACCEPT RESPONSIBILITY FOR ANY INACCURACY, UNAVAILABILITY OR CHANGES IN PRICING THAT MAY OCCUR. THE COMPANY IS ALSO NOT RESPONSIBLE FOR THE SECURITY OR ARRANGEMENTS FOR ANY SERVICE COMPONENT, OR FOR THE SUITABILITY OR QUALITY OF ANY TRAVEL ARRANGEMENT OR SERVICE COMPONENT, OR THE CLIENT USE OR ENJOYMENT OF ANY SERVICE COMPONENT. THE CLIENT SHOULD KINDLY CONTACT THE RELEVANT SUPPLIER DIRECTLY SHOULD THE CLIENT BE DISSATISFIED WITH ANY OF THE AFORESAID
prices quoted are generally valid for 24 hours only unless otherwise specified. A quotation should not be misconstrued as a confirmation or availability of hotels & flights
domestic flights have a different weight allowance compared to International Flights. Any overweight or access luggage will be the responsibility of the traveler at the time of check in
travelling to Saudi Arabia, only 1 x 5L of Zam Zam water is allowed per person which can be purchased prior to Departure at the Airport
airlines differ in their policies regarding Zam Zam and it can be counted as your weight allowance. Kindly check with the relevant Airlines
Travel Documentation
the Company produces tours expressly for the South African market / passport holder
all related Travel Documents will be provided to the Client electronically via email at the email address provided or may be collected from the Company Office in person. It is the Client responsibility to make and securely retain such copies thereof as may be required to exercise your rights in respect of the relevant Booking
It may sometimes be appropriate to collect Travel Documents from the Company Office directly in order to go through all necessary documentation with the Client in person whereby any and all queries can be addressed immediately
On receipt of full payment of the package price & a signed and completed booking form, will all related documents (vouchers, itineraries etc.) be released. Minimum 24hours after receipt of payment reflecting in the Company Bank Account
When arriving at the relevant Supplier the Client may be required to present the voucher, credit card for extras & reasonably acceptable photo identification (passport, identity document and/or driver’s license) and any relevant Booking number and/or other relevant Travel Documents that we may have issued in respect of the particular Booking.
the relevant Supplier will not be obliged to honor the Booking unless you provide it with such proof of your Booking as it may reasonably require.
the client should check all details of the Travel Documents (including the itinerary etc.) upon receipt thereof. If there are any inaccuracies on any of the Travel Documents, the Client should contact the Company immediately. THE COMPANY WILL NOT BE LIABLE FOR ANY DELAY AND/OR LOSS OCCASIONED AS A RESULT OF ANY INACCURACIES ON ANY TRAVEL DOCUMENT
any discrepancies related to missing or incorrectly detached flight/transport coupons, incorrect coupon data or lost/mislaid vouchers discovered after departure will result in the client paying the service supplier directly for services and no refund or reimbursement request will be entertained by the Company
visa regulations and restrictions applying to foreign passport holders should be reconfirmed with the consultant and complied with by the Client at the time of booking
The responsibility for compliance with all governmental regulations relating to the provision of current and valid passports (at least 9 months in some cases), visas, inoculations, vaccinations, re-entry permits and the like where required is that of the client alone
visas do not represent a guarantee of admittance to any destination and immigration authorities reserve the right to deny entry, repatriate, deport or prosecute alien visitors who fail to present the necessary documentation upon request or contravene immigration laws. Visas are issued at the sole discretion of the visa issuing authorities in accordance with their specific visa application requirements and terms and conditions
the immigration authorities are not obliged to give any reasons for the refusal of visas & forfeiture of application fees, nor will they assume any responsibility for any financial loss or inconvenience that may be sustained by the applicant in the event of a refusal, delay, loss of passports/travel documents or any irregularity that may arise during the visa application process. In instances where the Company is obliged or instructed to handle the visa acquisition process on behalf of the client it does so on the explicit understanding that the Company will not be held responsible for any inconvenience, delays, loss, damage or costs howsoever arising
it is the responsibility of the Client to scrutinize the visas and check validity dates, official stamps and all relevant visa details immediately upon receipt of passports & report any error or discrepancy to the Company who do not hold themselves responsible for any irregularities, errors or omissions caused by the visa issuing authorities in which case any resultant costs to rectify the same will be borne by the client alone
the Company shall not be held liable for any consequence of any nature arising from any non-compliance of governmental regulations by the client who is further responsible to check all tickets, coupons and vouchers to ensure that they are in proper order prior to departure from his/her point of origin in South Africa
any unauthorized alteration renders the voucher null and void
vouchers are valid for the dates and services mentioned only and are not refundable, transferable or endorsable
all Hotel, car rental or any other named service provider has no authority to refund any monies paid or grant any authority to claim a refund from the Company for lost or unused vouchers, transportation tickets, car rental and apartment or tour package components.
clients who have lost or mislaid their vouchers or are unable to present them upon request will be obliged to pay the service provider directly for the provision of services.
there are no refunds for no-shows or any unused services that either form part of the basic tour price or pre-booked optional arrangements.
clients who may request upgraded and/or additional services not stipulated in the voucher are responsible to settle payment for the said services directly with the service provider concerned
Cancellation of Bookings
the Company may cancel a booking at any time, when necessary, because of events beyond its control, or an overbooking which arises from the default or omission on the part of any service supplier such as a carrier or hotelier providing any services comprised in the booking
the Company will inform the Client of any such event as soon as practicable, and at its discretion refund monies paid or, where practicable, offer the Client a comparative alternative holiday for any booking so cancelled. The Company will be under no further liability to the Client whatsoever in such circumstances
Should the Client be forced to cancel a booking at any time, the Client must give the Company written notification signed by the Client even if verbal notification of an intention to cancel has been given and the cancellation will take effect on the date that the Company receives such written notice
no cancellation of Hotel Bookings during High & Peak seasons permitted. 100% cancellation fee will apply
To cover the estimated loss to it, caused by the cancellation, the Company reserves the right to make a charge which is payable by the Client as follows:
If the cancellation occurs more than 60 days prior to the scheduled date of use of a Service Component a 25% cancellation fee will apply;
If the cancellation occurs less than 30 but more than 7 days prior to the scheduled date of use of a Service Component a 50% cancellation fee will apply;
If the cancellation occurs less than 14 days prior to the scheduled date of use of a Service Component a 100% cancellation fee will apply;
For certain packages, special events, trade fairs, sporting & guided tours a 100% cancellation fee will apply;
Cancellation of Hotels during High & Peak Season will incur a 100% cancellation fee
cancellation charges for air tickets issued by and on behalf of the Company will apply as determined by airline tariff regulations and may vary due to the fare used and type of ticket issued
Where a booking includes a special fare, the airline levies the relevant charges, in some circumstances this may be 100% of the total fare regardless of when cancellation is affected
Should a Flight be on a Group Booking, there will be a 100% Cancellation Penalty as per the relevant Airline group fare rules once tickets are issued.
Notwithstanding the aforesaid, if the Client can provide suitable documentary proof that the identified individual for whom the Service Component was originally booked has died or has been hospitalized and will be unable to use the Service Component as a result no cancellation charges will apply
Please further note that the professional fee originally charged for the service e.g., issuance of air ticket, booking of tour, booking of hotel accommodation etc. is NON-REFUNDABLE even if the service document is submitted to the Company for refund
Changes to Bookings
whilst it is unlikely that the Company will have to make any changes to a booking which has been accepted by it, sometimes a change in circumstances make changes to bookings unavoidable
the company reserves the right at any time to cancel or modify any bookings or change any of the facilities, services or prices quoted including flights, accommodation, transport, or other arrangements and to substitute alternative arrangements of comparable monetary value without compensation and accepts no liability for any inconvenience, loss of time or enjoyment due to these changes. The right is further reserved to substitute the hotels listed with others of a similar or higher category and any resultant expense shall be borne by the passenger
the Company shall not be liable for any unscheduled change, delay or cancellation of bookings before, during or after departure from the point of origin wherein circumstances are beyond its control and include but is not limited to war or threat of war, civil disturbance, political unrest, terrorism, acts of God, acts of government, industrial disputes, disease, natural, industrial or nuclear disasters, adverse weather, closure of airports, fire, strikes and failure of a carrier, hotelier or other person to operate services for any reason
should the Client wish to amend or change his/her booking, the Company will endeavor to accommodate these changes. In view of the additional work involved, the Company reserves the right to charge a professional fee of R500.00 each time a change or amendment is made to a confirmed booking in addition to any cancellation, change fees and administration charges applicable to documents or vouchers submitted for refund or reissue
any changes and amendments to a confirmed booking requested less than 14 days before departure will be treated as a cancellation of the Client's original booking and cancellation charges as detailed in paragraph 5 above will apply
any new arrangements will be regarded as an entirely new booking
all requests for changes & amendments must be made in writing and signed by the Client
no changes of hotel accommodation are accepted duringHigh & Peak season, specialevents, trade fairs, sporting & guided tours&within 30 days before date of arrival
any earlier check out from hotels during High & Peak seasons will be considered as forfeiting the room with no refund or recourse
no changes allowed on flights issued as a Group Booking. The Client will incur a 100% Cancellation Penalty as per the relevant Airline group fare rules once tickets are issued. Group bookings and ticketing are controlled directly by the airline concerned
changes to Individual Flight reservations will incur a change penalty plus a service fee of R500.00 as stipulated by the Airline and should the relevant “Booking Class” not be available, flights will be upgraded to the next available “Booking Class” and allrelevant additional charges will become payable
generally, travel schedules are provided by Suppliers and may be subject to Air Traffic Control or other restrictions. All means of transportation are subject to weather conditions, the need for constant maintenance, and the ability of passengers to check-in on time. THE COMPANY DOES NOT GUARANTEE THAT FLIGHTS, FERRIES, SHIPS, TRAINS OR COACHES WILL DEPART AT THE TIMES STATED IN
THE TRAVEL DOCUMENTS. ALL TIMINGS ARE ESTIMATES ONLY
Adherence to Hajj ministry rules
m) The Client acknowledges that he and his party will adhere to all the rules of the Hajj ministry in respect of,pelting time slots, bus departure times etc, any fine that Flywell travel incurs as a result of their breaches will be levied to the client. By purchasing this package client hereby acknowledges that he will be responsible for this payment. It is the client’s responsibility to obtain these rules from their consultant.
Hotels
star rating for accommodation is used to symbolize the overall quality, level of service, food standard and range of facilities available at the particular establishment
the criteria applied within each country will vary depending on the specific requirements established by the relevant issuing body where such a body exists, since some countries do not use star ratings for official categorization of accommodation. The Client should independently verify the quality of accommodation. RELIANCE ON SUCH RATINGS IS AT YOUR OWN RISK
all rooms vary in size and are allocated solely at the discretion of the hotel. The Company has no control over the room size allocated to the Client. The Grading Council of the relevant country approves the size of each room as per the regulations set out by the relevant Municipalities, Ministries, Grading Councils etc.
all rooms with views are to be requested at the time of making a booking and the relevant surcharges will be applicable, subject to availability from the hotel
the Company cannot upgrade rooms unless the relevant surcharges are paid for at the time of making a booking
standard hotel double rooms come with either 1 x King, 1 x Queen or 2 x Single Beds. The Company cannot guarantee the bed configuration. Third- & Fourth-person sharing will be accommodated on an extra bed / roll away bed / sleeper couch depending on the hotel policy
for all hotels check in time is 16h00 and check out time 11h00. Any earlier check in or later check out time will be charged as an additional night’s charge
certain hotels offer the following meal plans; Breakfast, Half Board (Breakfast & Lunch or Breakfast & Dinner) or Full Board (Breakfast, Lunch & Dinner) or All-Inclusive Package (Breakfast, Lunch, Dinner & selected soft drinks). The client should familiarize themselves with the different options. Any meals not specified on the Travel Voucher will be charged for at the respective hotels
certain hotels have Block Out dates applicable at the Hotel discretion even when not stated
certain hotels offer a minimum stay to qualify for promotional rates. Weekend & weekday rates apply
hotels and other accommodation properties may undergo renovations from time to time. Hotels generally take all possible steps to limit disruption and inconvenience to their guests when renovations are taking place. The Company will not accept complaints or requests for refunds if a hotel is carrying out renovations whilst a guest is resident. If the Company is specifically advised of renovation work in advance by the hotel, this information will be passed on to the Client but it is important to understand that this is subject to change and that the Company may not always be notified
the company cannot guarantee inter-leading & connecting rooms or rooms on the same floor. This is provided at the discretion of the reception staff at the time of check in & is subject to availability
Airline Tickets
passengers must travel as ticketed and are responsible for their onward flight reconfirmations that must be done at least 72 hours prior to flight departure. Failure to do so may result in the cancellation of flight reservations by the airline.
baggage allowance differs on international flights from a piece concept of maximum30kg per piece or 2 x 20kg or 2 x 23kg.
the airlines concerned are not to be held responsible for any act, omission, or event during the time passengers are not on board the aircraft.
the ticket in use by the airline when issued shall constitute the sole contract between the airline and the purchaser of the ticket.
all Low-Cost Carriers are used on certain itineraries for increased frequency and seat availability and to further reduce tour prices. Please be aware that all low-cost carriers provide point to point carriage and assume no responsibility for missed onward flight connections if their flights are rescheduled or delayed for any reason.
tickets are valid for the passenger named and the flight specified therein.
certain tickets are not transferable, nontransferable, non-re-routable, non-endorse-able & non refundable
failure to check in on time or board the aircraft before the boarding gates will result in forfeiting the ticket and will not be refunded for any reason whatsoever.
free checked baggage allowance on certain low-cost carriers is limited to 15 kg with 7kg allowed for unchecked cabin baggage. Please check with the consultant at the time of booking
the Company and Suppliers are required to issue tickets within a specified time stipulated by the airline/s so as to avoid outright cancellation of the flight bookings by the airlines. At the time of making the flight bookings, the Company’s consultant will advise the clients of the ticket time limit stipulated by the airline to issue the tickets so as to avoid cancellation of the bookings. The onus is up to the client/s to make payment timeously so that the tickets can be issued by the stipulated date
at the time of confirming the flight bookings, the Travel Consultant will also advise the client/s of the rules pertaining to the air fare including cancellation fees, amendment fees etc.
all tickets / air fares are subject to the airline’s terms and conditions
some air fares carry 100% cancellation fees
seat and meal requests cannot be guaranteed
all pre-assigned seats cannot be guaranteed due to inter-alia aircraft configuration changes, schedule changes etc., and are always subject to the airline’s discretion
in some cases, seats can only be pre-booked on-line and each airline has its own rules regarding the time limit placed on pre-booking of pre-assigned seats
in other cases, the pre-assigned seats can only be held once reconfirmation of the booking takes place on-line, and in specific time frames determined by the airline. It is therefore solely the Client’s responsibility to ensure that he/she has checked on the web-site of the relevant airline for further information in this regard and has followed the correct procedure.Similarly, advice to the Client regarding the seat can only be provided by the Company’s consultant based on the information currently available e.g., recline of seat, leg-room space etc.
certain pre-assigned seats carry a surcharge as per the Airline policy
airfares are subject to the price and conditions quoted by the airlines and cannot be guaranteed by the Company and this applies especially regarding airport taxes for the entire journey
a service fee will be charged by the Company for all air tickets issued, reissued, revalidated and refunded
a form of identification document is required on check-in (note: some airlines will not accept driver’s licenses as forms of identification). This will apply for all members of the travelling party including minor children. For international flights passports are required on check- in
all tickets must be used in the exact sequence in which the flight coupons have been issued as otherwise the tickets for the entire journey become null and void as tickets may not be used out of the original sequence. This also applies to the non-use of any one coupon
some airlines may require you to provide the credit card with which payment was affected
No Show’s/ Missed flights
in the event of Client no-show for a flight (i.e. where a Client has been booked but does not arrive at the check-in counter), please be advised that all the subsequent flights that have been booked will automatically be cancelled by the airline/s computer system and the Company will not be advised by the airline/s.
in the case of no-show, or missed flight/s due to late check-in requiring the airline to book the Client on a later flight, the onus is on the Client to ensure that none of the onward flights/connections have been cancelled by the airlines, and if they have been, then he/she should liaise directly with the airline concerned to have the flights rebooked/reinstated at the cost to the Client
some Airlines have different policies on No-Show passengers which can result in the coupon status changed to the following:
Suspended
Revoked
The same may apply in the case of a flight that is cancelled and/or delayed by an airline. In this latter case, the risk is also run that all onward flights/connections may automatically be cancelled by the airline computer system. In this case the onus is on the Client to check with the airline and to ensure that, if required, the bookings are reinstated / rebooked by the airline directly. It is therefore of vital importance that flights be reconfirmed
Please be advised that in case of “no-show” i.e., failure to travel without cancelling your flight booking well in advance of time/date of travel, there may be no refund due on your air ticket, nor may any changes be allowed (rebooking of flights) for future travel on the same ticket. Each case will depend on the rules and regulations of the airline in question
it is an IATA (International Air Transport Association) requirement that all air tickets should reflect the full first name, initials and surname of the client, and these should be spelt in the exact same way as the first name, initials and surname on the passports or identity documents. The onus is on the Client to check that the first names and surnames appearing on the Company’s confirmation form are correct, and must be checked prior to air tickets being issued. Once the air tickets have been issued, no changes can be made and in case of incorrect name and/or surname the tickets will have to be refunded and new tickets issued. Refunded tickets are all subject to penalties for cancellation and the Company’s administration fee/s
whilst every effort will be made by the Company to ensure that the relevant frequent flyer membership numbers appear in the flight booking reservation, the responsibility to ensure that miles are updated or credited to the frequent flyer membership / loyalty program lies with the client
the membership number / card should be displayed and checked by the Client at check-in, and all boarding passes should be retained as proof of travel
the Airlines cannot update or credit missing miles on the loyalty programs unless the original boarding passes are provided by the client
a professional fee is charged by the Company if the Company is requested by its Clients to submit boarding passes to the airline/s in order to update or credit the frequent flyer membership
Denied Boarding / Denied Entry
the Company cannot be held responsible if any Client is refused entry into any country or refused boarding of any aircraft, or refused a visa following an application, for whatever reason including but not limited to incorrect visa/passport documents, security reasons etc.
any expenses incurred or consequence of with regard to refused entry/refused boarding, refused visa will be borne solely by the Client
Airline Overbooking
The Company is not responsible for overbooking by airlines resulting in the Client/s being denied boarding. In the case of denied boarding it is the airline’s responsibility to re-route / re-book the Client/s on alternative flights, and if required to provide the Client/s with compensation.
The new flight arrangements should be made by the Client/s directly with the airline at the time of check-in
Online Check In
Many airlines are now recommending the use of on-line check-in. This can be done up to 24 hours prior to departure but it varies from airline to airline. It is advisable to check on-line with the airline directly. On-line check-in will allow a reduced airport check-in time, and will allow the client to reconfirm his/her assigned seat, and if a seat has not been assigned (depending on the airline), it will allow pre- assignment of seat
The Company can if requested to do so in writing (e-mail will suffice) by the Client, arrange for the Client to be checked-in on-line but the Company does so subject to the following conditions:
The Company does so as the agent of the Client subject to the Company T&C and the terms and conditions of the airline concerned
All information supplied by the Client to be checked-in must be accurate and as reflected on their passports or identity documents, as the case may be
The selection of seating will be in the exclusive discretion of the Company unless specific seating has been requested in writing
However, the Company cannot guarantee that any specified seating will be secured and the final allocation of seating in the final resort is entirely in the discretion of the airline
Accordingly, the Client will have no claim whatsoever against the Company if the requested seats or seating configuration is not allocated by the airline
It remains the exclusive duty of the Client to monitor and re-confirm flight times and to arrive at the airport timeously
advise the airline if they are delayed or will not be flying (if the Company has been tasked with the return on-line check-in, they must also be advised and the failure to do so will release the Company from any liability whatsoever)
ensure that any check-in and carry-on/hand luggage comply with the terms and conditions of the airline concerned
The Client further accepts that the Company will raise a professional fee for undertaking to carry out this service on behalf of the Client.
Lost or misplaced Luggage/Overweight luggage
clients should ensure that all baggage is securely locked or wrapped, labelled with name, address and contact details and that no valuables are contained in their check-in luggage.
in the case of baggage delay or loss of baggage, the claim should be made directly with the airline at the airport immediately upon arrival on discovering that baggage is missing or that the baggage has been tampered with
the claim number should be used each time an enquiry is made by the Client with the airline with regards the delayed, missing or tampered baggage and with regards to any potential monetary claims that could arise
if the loss or damage is discovered after the Client has left the airport, the airline should be contacted as soon as possible and the claim made directly with the airline official, although the airline may not entertain the claim
if the Company is asked to assist with the follow up with the claim, the Company shall do so without prejudice, and a professional fee will be charged which will be advised at the time of initiating the assistance
Flywell bears no liability for any lost/damaged luggage that is transported by truck or by any other means within the kingdom of Saudi Arabia. Adequate travel insurance should be taken out to mitigate this risk.
It is the client’s responsibility to ensure that luggage is loaded at all points of departure.
It is the client’s responsibility to ensure they are within the prescribed airline weight allowance, Flywell will not be responsible for overweight luggage.IT will be the client’s responsibility to ensure that their luggage is couriered back to their home country. In the even that Flywell does assist with courier of luggage, we will not be held responsible for any lost/damaged luggage.
Clients should acknowledge the transportation of liquids and lithium-ion batteries cannot be transported via courier/unaccompanied luggage. Flywell will not be responsible for any items removed by airport security.
In the event of death, it will be the family /estates responsibility to ensure that their luggage is transported home including cost to transport or send via unaccompanied luggage.
Refund of Unused Tickets / Flight Coupons/Unused Hajj tax coupons
it is the responsibility of the client/s to apply to the Company for refund of their unused tickets, or partially used tickets prior to their expiry which is as follows:
364 days from the date of their issuance for international tickets i.e., tickets that are issued to or from destinations which are over the South African borders e.g.
Johannesburg / Maseru Johannesburg / London London / New York
New York / Johannesburg etc.
178 days from the date of their issuance for internal South African domestic tickets e.g.
Johannesburg / Cape Town
as there are exceptions to the above, it is the client’s duty to obtain details from the Company on the exact rule pertaining to his/her ticket as soon as he/she is aware that the flight/s booked have not been used
internet bookings – these are normally valid only for the dates of travel for which they have been booked, and therefore if travel does not occur as booked, immediate communication must take please with the Company’s consultant with a view to checking on what can be done (if anything) to extend the validity of the booking
the onus will remain with the Client to ensure that if an extension has been made to the internet booking that he/she contacts the Company timeously to ensure that the new booking is honored
the Company does not guarantee under any circumstances that any request for a refund or extension will be successful
not all Airlines will refund unused tickets / flights coupons
In the event of death Flywell/airline will not refund any portion of a unused ticket
In any event where Hajj transport coupons are not utilized no refund will be provided
Conduct
the Client agrees that he/she will at all times comply with the requirements and instructions of the Company or person in charge in regard to his/her conduct and that he/she will not in any way constitute a hindrance to any other client or person on the tour, mode of conveyance, at any place of accommodation, entertainment of where meals and/or drinks are served
the Client indemnifies the Company against damages suffered and/or costs incurred by the Company and/or any third party as a result of a breach of this clause
Travel Insurance
it is strongly advised that all Clients take out adequate insurance cover such as cancellation due to illness, accident or injury, personal accident and personal liability, loss of or damage to baggage and sports equipment etc. (Note: this is not an exhaustive list).
the Company will not be responsible or liable if the Client fails to take adequate insurance cover or at all and the Client indemnifies the Company against any consequences of non-compliance.
it shall not be obligatory upon the Company to effect insurance for the Client except upon detailed instructions given in writing.
all insurance effected by the Company pursuant to such instruction will be subject to such exceptions and conditions as may be imposed by the insurance company or underwriters accepting the risk, and the Company shall not be obliged to obtain separate cover for any risks so excluded.
should the insurers dispute their liability for any reason, the Client will have recourse against the insurers only.
once the Insurance has been confirmed and paid for, the Client will be issued with a policy document of the insurer. It is a complex document, which must be read BEFORE YOU initiate your travel so that you can address any queries you may have to the insurer PRIOR to your departure.
please note that various credit card companies offer limited levels of travel insurance, which the Company does not consider sufficient cover for international travel, and which may not be adequate for certain visa applications. Kindly check with the respective credit card companies in order to obtain the specific details of the cover
Passports / Visas / Health
it is entirely the Client’s duty to ensure that all passports and visas are current, valid, obtained on time, and that passports will be valid for at least six months (may vary from country to country) after return to home country and that any vaccinations, inoculations, prophylactic (e.g., for malaria) and the like, where required, have been obtained, please check with the Company before travelling
the Company will endeavor to assist the Client, but such assistance will be at the Company’s discretion and the Client acknowledges that in doing so, the Company is not assuming any obligation or liability and the Client indemnifies the Company against any consequences of non-compliance by the Client
it is the Client’s duty to familiarize him/herself with the inherent dangers of and mental and/or physical condition required for the proposed travel arrangements
please note that all visitors to South Africa and all clients who are travelling from the Republic of South Africa to another country are required to have a minimum of three blank pages (varies from nationality to nationality) in their passport excluding the front and back cover to enable the entry visa to be issued. However, in each case a further enquiry should be addressed to the consulate or embassy of the relevant countries to be visited. If there is insufficient space in the passport, entry will be denied, and the person is likely to be detained pending return to their country of origin
please ensure that all passports are renewed
the client must ensure that the details supplied to the Company mirror the exact details shown on their passport for international travel and identity document for local travel
certain parts covered by your itinerary may be areas where there is a high-risk of malaria, tropical and other diseases. The Company strongly recommends that the necessary precautions be taken in this regard and recommend that the Client check with a medical practitioner before departure or a medical practitioner well versed in tropical diseases immediately upon arrival in Africa or any other tropical or sub-tropical destination. If the Client has not done so prior to departure, it is imperative to do so immediately upon return
certain countries require proof of vaccinations as a pre-requisite for visa submissions
certain countries may require the client to go into the embassy for an interview
visas do not guarantee entry into the country the Client is visiting. This is at the discretion of the relevant immigration authorities
certain countries require biometrics to be done prior to any visa submissions
the Guest warrants and will provide written confirmation to his / her adherence and strict compliance to all health safety policies, rules, processes, procedures and guidelines (“Health Safety Protocols”) which may be applicable at any third-party properties from time to time.
the Guest further acknowledges that, whilst TTW WOT FLYWELL Travel may request third party service providers providing Accommodation, Activities and
/ or Travel on Tour to implement health safety standards similar to TTW WOT FLYWELL Travel Travel’s Health Safety Protocols, TTW WOT FLYWELL TravelTravel is not in a position to enforce health safety processes and procedures to be followed by third party service providers, nor is it in position to verify the standard at which same may be implemented by third party service providers. Consequently, it will be deemed that the Guest acknowledge and agreethat TTW WOT FLYWELL TravelTravel cannot accept any form of liability (in the broadest terms) should the Guest(s) or any member of the party contract an infectious disease when using Accommodation or partaking in any Activities or Travel offered by third party service providers.
for certain countries PCR tests, yellow fever, meningitis and covid vaccinations are mandatory. The client must verify each country’s requirements prior to departure
Foreign Currency
this is the Client’s exclusive duty
this will apply especially when the Client instructs the Company to make and pay for travel arrangements on the Internet or through a financial institution or similar
the Company will not be responsible for losses due to fluctuation in rates of exchange
similarly, the Company will not be responsible if there is a delay in receiving foreign funds, and in the interim, there has been a change in the rate of exchange causing the Rand value to be less than the amount originally requested
Tour Price Exclusions
unless otherwise specified the price of any tour booked excludes VAT, un-ticketed airport taxes, fuel and other applicable surcharges, passport, visa and courier fees, insurance, laundry, telephone bills, beverages, tips & gratuities to tour leaders, guide services, entrance fees, items of a personal nature, excess baggage charges, optional excursions and any services not stipulated in the tour itinerary, brochure or service vouchers
Pre-existing Medical Conditions
at the time of booking, clients must inform the Company of any pre-existing medical conditions that might reasonably be expected to increase the risk of their requiring medical attention, or that might affect the normal conduct of a tour and the enjoyment of other tour participants
anyone suffering from illness or disability or undergoing treatment for any physical or medical condition must declare the true nature of such condition and make proper arrangements for the provision of any medication or other treatment that may be required during the tour
failure to make such disclosures will constitute a breach of these booking conditions and result in such persons being excluded from the tour in which case all monies paid by the client will be forfeited
passengers with disabilities must be accompanied by a suitably qualified person capable of providing all assistance required
in the case of ill health whilst on tour, the Company may make such arrangements as it sees fit and recover the costs thereof from the client
Flywell will not be responsible for costs incurred to transport clients to the Sahuc clinic and any other medical costs incurred during the course of the tour programme.
By purchasing the package, you agree that you have the health to undertake the hajj, if you are incapacitated or wheel chair bound or have difficulty in walking far or climbing stairs
The Company's Responsibility / limitation & liability
the proposed travel arrangements are made on the express condition that the Company, its employees and agents, shall not be responsible for, and shall be exempt from all liability in respect of loss (financial or otherwise), damage, accident, death, injury, illness, harm, trauma, delay, cancellation or inconvenience to or additional expense incurred by any Client (which shall be deemed to include heirs, executors, administrators or assigns of the Client whether on the tour or journey or not), or loss of or damage to or of their luggage, or other property, howsoever, caused whether or not arising from any act, omission, default, on the part of the Company whatsoever, unless such claim is due to the negligence of the Company and such claim is lodged in writing with the Company within 30 (thirty) days after the end of the Booking. Such liability will be subject to a limitation of R10 000.00 (ten thousand Rand) per client per booking. The Client indemnifies and holds harmless the Company, its employees and agents accordingly
the Company, its employees and agents shall furthermore not be liable for any indirect and/or consequential loss or damages whatsoever and howsoever arising and whether or not due to the negligence of the Company and the Company will not accept responsibility or liability for any Client who contravenes any law or regulation of any country visited
the Company will not be liable for any claims where such properties that are not featured in its brochures are booked upon the Client's express request but do not satisfy his/her expectations. Any independent arrangements made by Clients are done so entirely at their own risk.
the Client warrants that he/she has not relied on any representation made by the Company that has not been stated expressly in these terms and conditions
all bookings are accepted and all arrangements are made by the Company subject to any and all conditions imposed from time to time by airlines, sea, rail and road carriers, car rental companies, providers of accommodation, catering and other services or facilities connected with the booking and such conditions will apply to the Client as if they were incorporated into these Conditions and any law, direction or order imposed from time to time by any competent authority.
Some third-party conditions referred to above seek to exclude or limit liability of the third party concerned, for instance, the liability of airlines and certain carriers for personal injury (including death) or loss or damage to property and baggage is usually limited by conditions contained within the airline's / carrier's ticket and Conditions of Carriage and/or by law
Complaints & Dispute Resolution
if the Client has a complaint whilst on his/her trip, the Client must make it known to the Company’s Tour leader or local representative who will normally be able to take appropriate action
if you are not satisfied with their response and feel your enjoyment of the holiday is likely to be significantly affected the Client should notify the Company in writing and the Company will endeavor to resolve the problem
if at the end of the trip feels that your complaint was not properly dealt with, the Client must notify the Company within thirty days
Any and all dispute arising out of or in connection with the Conditions including any question regarding its existence, validity or termination, shall be dealt with as follows:
Firstly, the parties will meet within 5 (five) working days of the dispute arising in an attempt to resolve the matter amicably.
Failing such amicable resolution of the dispute within 5 (five) days of their meeting, they will attempt to resolve the matter by mediation – the mediator will be an independent third party mutually agreed upon and, failing such mutual agreement, a party appointed as a mediator by the Arbitration Foundation of South Africa (‘AFSA’), which mediator must be appointed within 5 (five) days of their failing to resolve the matter amicably and the mediation itself must take place with a further 5 (five) days from the date the mediator is appointed.
Failing such amicable resolution of the dispute by the intervention of a mediator, the dispute must be referred to arbitration in Johannesburg within 2 (two) days of the failure to resolve the dispute by the intervention of a mediator, which referral must be delivered in writing to and be conducted in terms of the rules of AFSA for the time being in force which rules are deemed to be incorporated by reference into this clause.
The tribunal shall consist of one (1) arbitrator to be appointed pursuant to the AFSA Rules.
The arbitrator’s decision shall be final and binding upon the parties and shall provide the sole and exclusive remedies of the parties.
All judgment upon the award so rendered may be entered in any court having jurisdiction or application may be made to such court for a judicial acceptance of the award or orders of enforcement.
The commencement of any arbitration proceedings under this Clause shall in no way affect the continual performance of the obligations relates to the subject matter of such proceedings. All arbitration proceedings shall be in the English Language
Responsibility/release and assumption of risk
“I understand and am aware that during the air travel itinerary in which I will participate under the arrangements of TTW WOT FLYWELL Travel World Trave(), and its agents, associates, affiliated companies, or subcontractors, certain risks and dangers may arise, including but not limited to the hazards of travelling in unsafe areas or under unsafe conditions, the hazards of travelling in politically unstable areas, the dangers of civil disturbance and war, the forces of nature, the negligent or reckless acts or omissions of, and/or the bankruptcy, insolvency or cessation of services by, the Company’s affiliated companies, airlines, other Third Parties or subcontractors. In consideration of, and as part of the payment for, the right to participate in such air itineraries, I have and do hereby expressly assume all of the above risks. The terms of this agreement shall serve as a release and express assumption of risk for myself, my heirs, assignees, administrators, executors, and all members of my family, including any minors accompanying me. I have read and fully understand the provisions and the legal consequences of this Release and Assumption of Risk and I hereby agree to all its conditions, especially noting and agreeing to the portion of this provision that releases the Company and its agents, employees, officers, directors, associates, affiliated companies, and subcontractors, to the extent permitted by law, from liability for the negligent or reckless acts or omissions of the Company’s affiliated companies, airlines and subcontractors.”
Force Majeure
the Company shall have the right to cancel any contract should its fulfilment be rendered impossible, impeded or frustrated by strike, lock-out, civil commotion, war, act of God, force majeure, disease, epidemic, pandemic, quarantines, lack of materials, operation of law or regulations or order made by any statutory or other duly constituted authorities or any other cause beyond the control of the Company
force Majeure includes renovations that may be carried out at your hotel or other place of accommodation
the Company (TTW WOT FLYWELL Travel Travel) will have no obligation towards the Client and any claims for restitution will be subject to the Company’s prevailing policy and that of its Suppliers
similarly, should The Client cancel his/her contract with The Company due to strike, lock-out, civil commotion, war, act of God, force majeure, lack of materials, disease, epidemic, pandemic, quarantines, operation of law or regulations or order made by any statutory or other duly constituted authorities or any other cause beyond the control of both The Client, The Supplier and The Company, the latter will assist in recovering any monies that may have been paid over to Supplier on behalf of the Client, however no guarantees are made by the Company that claims by the Client for restitution of any such monies will be successful, and the terms and conditions of the Suppliers and the Company may prevail. All monies so recovered by the Travel Agent will be reimbursed to the Client, less a cancellation charge based on the time spent on the booking by the agent on the changes as well as lost revenue to the agent due the cancellation.
Professional fees earned by TTW WOT FLYWELL TravelTravel are non-refundable.
Internet bookings
if you request or instruct TTW WOT FLYWELL Travel WORLD TRAVEL to make bookings via the Internet, you irrevocably authorize TTW WOT FLYWELL Travel WORLD TRAVEL to do the following on your behalf:
make any selections of and for the booking
make payments; and accept booking conditions
you also consent and acknowledge to having read the terms and conditions, including the fare rules for the airlines in question, and irrevocably consent to be bound thereto
the Client hereby indemnifies TTW WOT FLYWELL TravelTravel and agrees that TTW WOT FLYWELL TravelTravel will not be held liable in the event of the Client’s credit card being compromised as a result of fraud, duplicating etc.
Confidentiality
subject to statutory constraints or compliance with an order of court, TTW WOT FLYWELL TravelTravel undertakes to deal with all your information of a personal nature on a strictly confidential basis
Permission to use Personal Information
by agreeing to these Terms and Conditions the Client hereby voluntarily authorizes the Company to process the Clients personal information (including name, credit card & banking details, physical address, telephone numbers & any other information provided to the Company). Processing shall include the collection, receipt, recording, organization, collation, storage, updating or modification, retrieval, alteration, consultation, use; dissemination by means of transmission, distribution or making available in any other form; or merging, linking, as well as blocking, degradation, erasure or destruction of information. This consent is effective immediately and will endure until the relationship between the Client and the Company has been terminated.
by agreeing to the terms of this Agreement the Client expressly consents to the processing of its information for marketing purposes and knows and understands that by agreeing to same that it may receive marketing materials in the form of a SMS, emails and the like from the Company.
Protecting your Personal Information
by agreeing to the terms of this Agreement the Client expressly consents to the processing of special personal information as defined in the Protection of Personal Information Act, 4 of 2013, by the Company.
Your Rights In terms of this consent
it shall remain the Clients obligation to update their personal information and special personal information as defined in the Protection of Personal Information Act, 4 of 2013.
Trans-Border flow of information
TTW WOT FLYWELL TravelTravel hereby expressly consents to the processing of the Client and/or Traveler’s Personal Information and Special Personal Information by way of the trans-border flow of information by the Principal/Supplier and warrants that it is authorized to process the Client and/or Traveler’s Personal Information. This will occur where Personal Information and Special Personal Information has to be sent to service providers outside of the Republic of South Africa for storage or further processing processes on the Client and/or Traveler’s behalf. Processing shall include the collection, receipt, recording, organization, collation, storage, updating or modification, retrieval, alteration, consultation, use, dissemination by means of transmission, distribution or making available in any other form, or merging, linking, as well as blocking, degradation, erasure or destruction of information.
Amendments of these conditions
TTW WOT FLYWELL TravelTravel reserves the right to make changes to these terms and conditions without further notice to the Client. In this instance the terms and conditions applicable at the time of making the booking will remain relevant to the respective booking.
Domicilium Et Executandi
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CENTRICA ENTERPRISES (PTY) LTD |
Law & Jurisdiction
South African law and the jurisdiction of South African courts will govern the relationship between the Client and the Company