As you read these conditions, please note that:
We, us, our - means Eastern Airways
You, your - means any person holding a Ticket who is to be carried or is carried on an aircraft, except members of the crew. (See also the definition for Ticket and for Passenger)
Admin Fee - A charge to be levied per passenger per booking, both at our discretion and that of our appointed Agents.
Agreed Stopping Places - are the places, except the place of departure and the place of destination, set out in your Ticket or shown in our timetables as scheduled stopping places on your route
Airline Designator Code - is the two or three letters or the letter and number which identify particular air carriers
Authorised Agent - is a passenger sales agent who we have appointed to represent us in the sale of air transportation on our services
Baggage - means your personal property accompanying you on your flight, which unless otherwise specified, consists of your Checked and Unchecked Baggage
Baggage Receipt - refers to the part of your Ticket/Flight Confirmation Document/Itinerary which relates to the carriage of your Checked Baggage
Baggage Identification Tag - means a document issued solely for identification of each piece of Checked Baggage
Carrier - means an air carrier other than Eastern Airways
Carrier’s Regulations - are the rules, other than these Conditions of Carriage, published by us and in effect on the date the booking is made which govern the carriage of Passengers and/or Baggage and shall include applicable Tariffs in force; these are available on our Website and at our offices upon request
Checked Baggage - this is baggage which we have taken into our custody and for which we have issued a baggage identification tag or a baggage receipt or both and which normally travels in the hold of the aircraft
Check-in Deadline - the time limit we have set by which you must have completed the check-in formalities and received your boarding pass
Conditions of Carriage - means these General Conditions of Carriage for Passengers and Baggage
Conditions of Contract - means those statements contained in or delivered with your Ticket or Flight Confirmation Document/Itinerary or Receipt, identified as such and which incorporate by reference, these Conditions of Carriage and Carriers Regulations.
Confirmation Reference - means the unique reference we assign to you to identify the booking you have made which has been confirmed by us
Convention - means whichever of the following apply
Coupon - means a paper flight coupon or an electronic coupon, each of which entitles the passenger named on it to travel on the particular flight identified on it.
Damage - this includes death of, wounding of, or bodily injury to a passenger. It also includes loss, partial loss, and theft of, or other damage to baggage arising out of, or in connection with carriage or other services incidental thereto performed by us.
Days - means calendar days including all seven days of the week. For the purpose of sending notices, we will not count the day on which notice is sent. For the purposes of deciding whether a Ticket is valid, we will not count the day on which the Ticket was issued, or the first flight began.
Electronic Coupon - is a flight coupon for an Electronic Ticket held in our computer database.
Electronic Ticket - is a Flight Confirmation Document/Itinerary and/or receipt, Electronic Coupons and any boarding document we have issued to you
Events Beyond Your Control - are unusual and unforeseeable circumstances which you cannot control and the consequences of which you could not have avoided even if you had taken all due care
Flight Coupon - is the part of your Ticket which has the words “Good for Passage” printed on it. In the case of an Electronic Ticket, it means the Electronic Coupon. The flight coupon shows the places of departure and destination between which you are entitled to be carried
Involuntary Fare Refund - means a refund, under Article 10.2, of the fare for your Ticket
Itinerary and Receipt - means a document or documents we or our authorised agents issue on paper, by fax, by E-mail, or deliver electronically to passengers travelling with Electronic Tickets. It contains the passenger’s name, flight information and a receipt
Limited Release - means entirely at your own risk for loss, damage or delay
Passenger - means any person holding a Ticket who is carried, or is to be carried, on an aircraft, except members of the crew. (See also the definition for you, your)
Passenger Coupon - is the part of your Ticket which is marked as such
SDR - is a Special Drawing Right as defined by the International Monetary Fund
Stopover - means a scheduled stop on your journey at a point between the place of departure and the place of destination
Tariff - means the published fares, charges and related Conditions of Carriage of an airline which have been filed, where required, with the appropriate authorities
Ticket - means either a document called a “Passenger Ticket and Baggage Receipt” or an Electronic Ticket and/or Confirmation Reference, which we or our Authorised Agents have issued and/or assigned to you and the Boarding Pass issued at check-in.
Unaccompanied Minor - refers to a child aged between 5 years and 11 years of age inclusive travelling alone
Unchecked Baggage - means your baggage other than your Checked Baggage. Unchecked Baggage is normally carried with you on to the aircraft
Validity Period - is the period for which your Ticket is valid
Voluntary Fare Refund - is a refund, under clause 10.3 of the fare for your Ticket
Website - means Eastern Airways internet site www.easternairways.com
Some fares allow you to carry some baggage free of charge. Any free baggage allowance may be carried as specified and is subject to the conditions and limitations contained in our Carrier’s Regulations.
1 x 7kg hand baggage, no hold baggage.
1 x 10kg hand baggage, 1 x 15kg hold baggage.
1 x 10kg hand baggage, 1 x 23kg hold baggage.
1 x 10kg hand baggage, 1 x 30kg hold baggage.
We are not responsible for loss of or damage to forbidden items. If, despite the fact that an item is forbidden under Article 8, you include it in your baggage, we will not be responsible for any loss, delay or damage caused to it
Reservations and Tickets
Eastern Airways is a ticket less Airline operating in an e-ticket environment. At the time your reservation is confirmed you will be assigned a Confirmation Reference, please keep a record of this. Details relating to your booking will be held in our computerised system under this unique reference. You will also be given the opportunity to print a Flight Confirmation Document and Receipt (Web Reservation) should you so wish.
Eastern Airways fares are quoted on a per person, basis including taxes, fees and charges. An insurance surcharge may apply and fares and taxes may fluctuate due to currency exchange rates and tax changes. Each sector of your journey is treated as a separate flight unless stated.
Method of Payment
Payment may be made by most recognised credit/debit cards subject to any applicable changes.
Taxes, Fees and Charges
In addition to the fare for your journey, you must pay any taxes, fees and charges imposed on us by Government or other authority, including the operator of an airport for which we are obliged to collect from you or pay in respect of you and your flight. When you make your reservation we will tell you about any taxes, fees and charges not included in the fare and they will normally be shown separately on the flight confirmation document and/or receipt. Taxes, fees and charges change constantly and can be imposed or altered after the date we have confirmed your reservation and allocated a Confirmation Reference. If they change or if a new tax, fee or charge is imposed after your reservation is confirmed and a Confirmation Reference has been allocated, you will have to pay us any increase. Similarly, if any taxes, fees or charges you paid to us at the time your reservation was confirmed and a Confirmation Reference was allocated, are then abolished or reduced, you will be entitled to claim a refund from us. If you do not use your confirmed reservation, you will be entitled to claim a refund of any taxes, fees and charges which you have paid, less an administration charge of £25.00 per passenger per booking.
We will endeavour to meet all advance seating requests, although these cannot be guaranteed as we may find it necessary to change your seat for operational, safety or security reasons.
Passengers with special needs, together with the elderly, frail or any other passenger who, in our reasonable opinion would be unable to assist in the event of an emergency, will not be seated at or adjacent to an Emergency Exit.
Passengers with Special Needs
Eastern Airways must be advised of any passenger with special needs or a medical condition at the time of reservation, or at least 48 hours prior to departure. Passengers with special needs are those whose mobility is reduced due to physical incapacitation whether this is sensory or locomotory, intellectual deficiency, age, illness or any other cause of disability.
Wheelchair assistance can be provided to and from our aircraft. Please note a ‘lift on’ service is limited to certain aircraft types and on the smaller types of aircraft, passengers must be able to walk the aircraft stairs unaided. Due to Health and Safety regulations we are limited to the number of passengers with special requirements we can carry per flight. Wheelchairs/Mobility Aids will be carried free of charge and in addition to the normal free baggage allowance (subject to space availibity). Special arrangements need to be made and confirmation obtained for the wheelchair/mobility aid to be carried.
Please telephone us on +44 (0)1652 680600, email: firstname.lastname@example.org or contact your travel agent with details quoting the booking reference in order to obtain confirmation that we can accommodate the passenger on their chosen flight(s).
Eastern Airways is unable to accept those passengers with a level of disability which needs the presence of a care assistant unless a care assistant is travelling with the passenger. The care assistant will need to comply with the same obligations as all other passengers. We will require a passenger to travel with a carer if such passenger is not self-reliant. Self-reliance is measured using the criteria set out in the Access to Air Travel for Disabled People: Code of Practice published by the UK Department for Transport ("Guidelines"). The passenger must be self reliant by reference to all of the categories below. If not, he or she must be accompanied by a carer who must be capable of providing the assistance required.
The Guidelines state that a passenger:
must be capable of administering medicines and medical procedures unaided.
The decision about whether a passenger must be accompanied by a carer will be made by the Airline when the passenger makes his/her disability known to us. Reasons (written if requested) will be supplied to the passenger where a decision is made that he or she must be accompanied by a carer.)
Passengers with Learning Difficulties travelling alone will require medical confirmation prior to booking stating the passenger is able to travel unaccompanied.
Passengers with a medical condition which may be exaggerated or aggravated by the journey process of travelling by air should obtain a medical certificate from their Doctor stating the nature of their illness and their fitness to undertake the journey they are planning which must be presented to Eastern Airways prior to the departure date of their flight.
Eastern Airways will accept Expectant Mothers for travel up to the end of their 28th week of pregnancy without a medical certificate. If travelling from the end of their 28th week to the end of their 33rd week of pregnancy a medical certificate will be required stating the number of weeks of the pregnancy and confirming the Expectant Mother is fit to fly. We are unable to accept Expectant Mothers once they reach the 34th week of their pregnancy and therefore all flights should be completed before this time is reached. Medical certification must be supplied by a Doctor, we regret that we cannot accept those completed by a registered midwife.
Infants (defined as being children under the age of 2 years) may travel free of charge with no baggage allowance entitlement, providing they are seated on the lap of the person accompanying them. Infants under the age of 2 weeks cannot be accepted for travel. Children of age 2 years and over must occupy their own seat for which they must pay the applicable fare.
Eastern Airways can accept a maximum of 4 unaccompanied minors per flight between the ages of 5-11 years inclusive for carriage on our services, subject to notification at the time of booking and availability of this service in line with our company policy. All other children under 12 years of age cannot travel unless they are accompanied by a person of 18 years of age or over who will take responsibility for the child. Bookings for any unaccompanied minors must be made through our call centre. Travel agents must then notify the airline's call centre of any unaccompanied minors. 12-17 year olds may travel by themselves, but cannot be responsible for any child under the age of 12. Anyone under the age of 18 in France and Spain holding an ID card must have a completed parental authorisation form to leave their country of nationality. The passenger must carry the completed form at all times whilst travelling, although such forms are not required if the passenger has their own valid passport. Guardians must remain at the airport until 30 minutes after the flight has departed.
Checked Baggage Allowance
This is the amount of free baggage you are permitted to check-in to be loaded into the aircraft hold. Not to exceed the baggage allowance on the ticket per fare paying passenger.
Excess Baggage Charges
Excess baggage will be charged at a rate of £10.00 per kilo per flight sector.
The following items are permitted on board as cabin baggage, subject to size restrictions; a coat, a handbag/clutch bag, small items of taxduty free goods, a laptop computer, small personal electronic devices. All personal items and cabin baggage must be securely stowed on board the aircraft either in the overhead locker or under the seat in front of you, if this is not adjacent to an Emergency Exit
Items Unacceptable as Baggage
Dangerous Goods - these are items that MUST NOT be carried on passenger aircraft. They MUST NEVER be part of your baggage.
Some exceptions apply, if you are in any doubt about what you can carry on board an aircraft please contact us on +44 (0)1652 680600, email: email@example.com
Eastern Airways may accept for carriage those firearms which are defined as Sporting Guns. However, prior special arrangements must be made and strict criteria met. Please contact us on 08703 669 100.
Items which must not be carried on board or in cabin baggage
There are some restricted Articles which can be carried in checked baggage but only with special precautions, amongst these are:-
Firearms, Sporting Guns, Wet Cell Batteries, Butane Hair Stylers, Small Oxygen and Carbon Dioxide Cylinders, Dry Ice and Cooking Oil However, you must advise us, and obtain confirmation from us in advance of the flight date, that we are able to accept such items for the services on which you are booked to travel. Please contact us on +44 (0)1652 680600, email: firstname.lastname@example.org
Items which you MUST NOT include within your Checked Baggage but not limited to:-
Non Standard Items of Baggage
If you wish to carry any of the above items, we must be contacted at least 48 hours in advance of the travel date with details of the item along with weight and dimensions. We will confirm in writing if the item is acceptable for carriage on our services plus any applicable baggage charge. Please contact us on +44 (0)1652 680600, email: email@example.com
Eastern Airways is unable to accept animals/pets for carriage on our aircraft with the exception of certified assistance dogs.
Lost or Damaged Baggage
Although we make every effort to ensure that your baggage is handled with care, due to the complexity of airport baggage handling systems, accidents can and do occur. It may be of interest for you to know that, in common with other airlines, Eastern Airways liability for loss, delay or damage to baggage is limited and the settlement of any claim is based upon the Montreal Convention. Eastern Airways does not accept liability for fragile, valuable, perishable items contained within checked baggage or for baggage which is packed in unsuitable or damaged containers.
If your baggage is delayed, damaged or lost following an Eastern Airways flight you must advise a member of our staff, or our representative, at the airport of arrival immediately. They will complete a Report with the details and provide you with a Report Reference Number, which should be quoted in all subsequent enquiries or correspondence. Please note this does not constitute a claim.
Please see Articles 14.4; 14.5 and 15.1 of our Conditions of Carriage.
We would strongly recommend that you take out travel insurance to ensure your belongings are adequately covered for their value, prior to any journey you may make by air.
We would also recommend that you make sure that the receptacle being used to contain your belongings is of a satisfactory construction and condition to withstand the normal handling processes, whilst remaining secure, that your name and address is annotated (discreetly) on your checked baggage and unless otherwise advised that you lock your checked baggage for extra security; taking care to make sure you have the keys upon your person.
Our check-in will normally open 90 minutes prior to the scheduled departure time flight and close 30 minutes prior to the scheduled departure time of the flight.
Passengers must present themselves at check-in with their Confirmation Reference and valid Passport, together with any other travel documentation required for the journey they are undertaking e.g. visa. It is the passenger’s responsibility to ensure that they have the necessary valid documentation, including visas, to meet the immigration requirements of their destination. Eastern Airways reserves the right to refuse travel to any passenger whose documents do not appear to be in order. Should this happen we will not make any refund or provide any alternative flight. We would also draw your attention to Article 13 of our Conditions of Carriage.
Minimum Check-in Time
30 minutes prior to scheduled departure.
For those passengers who require assistance and who have arranged this in advance, we would recommend that you allow the full check-in time.
Similarly, those passengers who are travelling with a firearm or a non standard item of baggage, for which they have obtained confirmation that the firearm or item of baggage can be carried, should also allow the full check-in time.
Passengers failing to check-in by the required minimum check-in times above will not be accepted for travel and will forfeit their seats. If you arrive to check-in outside of these times you will forfeit your flight and no compensation will be given. We regret that passengers who fail to check-in within the times specified will not be entitled to a refund, credit or free transfer of flights. In such circumstances you should contact a member of Eastern Airways staff who may be able to assist you.
As passengers and their baggage are subject to security screening throughout their journey, it is recommended that you ensure that your cabin baggage is packed in such a way that, if you are requested to do so by airport personnel, you are able to transfer Articles into your checked baggage.
A Baggage Receipt will be issued for each item of baggage you check-in to be loaded into the aircraft hold, please ensure you retain the baggage receipt until such time as you are satisfied that your checked baggage has been satisfactorily delivered to you. A Baggage Tag will be affixed to each piece of checked baggage displaying the flight number and destination to which you are travelling.
Connecting Flights/Transfer Baggage
Please note that Eastern Airways does not operate a connecting flight service with any airline and therefore, if you have a preceding or onward flight you will need to check-in with your baggage for each portion of your journey. Eastern Airways is unable to accept responsibility for you making any onward flight connections.
Once you have completed the check-in process, we will issue you with a boarding pass.
You must make sure that you attend the departure gate at the time you are given when you check-in, failure to do so may result in you missing your flight. We regret that passengers who fail to attend the departure gate promptly will not be entitled to a refund, credit or free transfer of flights.
Delays, Cancellations and Denied Boarding (Notification of Rights under UK 261)
Eastern Airways make every effort to operate to their published schedules however there may be occasions where it is not possible to do so and a flight may be delayed or cancelled. This notification informs you of your rights under UK 261 should this occur; it does not give you any additional contractual rights.
Passengers whose flight is cancelled is entitled to ONE of the following options:
(I) Re-routing with us, under comparable transport conditions at the earliest opportunity irrespective of original fare conditions or fare class availability.
(II) Re-routing at a later date subject to original fare conditions and fare class availability.
(III) A full refund to the purchaser of the ticket for any unused sectors with us. If relevant (disrupted outbound sectors), a return flight will be available to the first point of departure at the earliest opportunity.
If your flight is delayed more than 5 hours, the purchaser of the ticket is entitled to apply for a full refund of any unused sectors with us.
If your flight is cancelled or delayed over two hours, you will be entitled to meals and refreshments in relation to wait time plus two telephone calls, faxes or emails.
If an overnight stay is required because the reasonably expected time of departure is at least the day after the time of departure, overnight accommodation and transfers between the airport and hotel will be provided by us free of charge.
If your flight is cancelled or delayed over 3 hours on arrival at the booked destination with Eastern Airways other than the result of extraordinary circumstances which could not have been avoided by all reasonable measures, including but not limited to Air Traffic Control, Weather, Civil Unrest, Terrorist and Security Alerts, Strike Action and Unexpected Flight Safety Shortcomings you may be entitled to claim compensation unless you are offered a re-route which allows departure and arrival at your final destination within the following times:
If you are informed of the cancellation between thirteen and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
If you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.
The levels of compensation are specified as follows:
GBP 220 for flights of 1500 km or less
GBP 350 for flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km
GBP 520 for all other flights.
Compensation is reduced by 50% if any re-routing offered to your final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the original flight by:
Two hours for flights of 1500 km or less
Three hours for all flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km
Four hours for all other flights.
Please note that passengers are not entitled to compensation if they have been informed of a cancellation fourteen days or more before the planned departure date. Passengers will be informed of cancellations via the contact details given to the operating carrier with the booking by the passenger, the purchaser of the ticket or the travel agent.
If you are denied boarding on a flight for which you have:
Eastern Airways complies with UK 261 which defines common rules for a Denied Boarding Compensation system for scheduled air transportation. The minimum amount of compensation an airline must provide is set out in the Regulation and is determined by the length of your flight, how late you are getting to your final destination and the price of your ticket.
In addition to the appropriate level of compensation we will give you the choice of:
Eastern Airways will also cover incidental expenses for the cost of a telephone call or facsimile to the point of destination, meals and/or refreshments in reasonable relation to the waiting time; hotel accommodation, where necessary and appropriate and the cost of surface transportation if this is required between airport and hotel or to the destination airport if alternative travel is arranged to an airport other than that originally booked.
Please see Article 9.1.3 in our Conditions of Carriage.
To be eligible for any of the rights listed above passengers must have a confirmed reservation on the flight (or have been transferred by us onto the flight from another flight on which they had a confirmed reservation) and be in possession of a paper ticket or e-ticket itinerary receipt (or, for UK tour operator bookings, an ATOL receipt specifying the flight). In addition, passengers’ rights in respect of a delay only arise if they have presented themselves for check-in in good time. This regulation shall not apply to passengers travelling free of charge or at a reduced fare, not available directly or indirectly to the public.
If the claim meets with the above criteria, we request that all correspondence is emailed to firstname.lastname@example.org or posted to:
Please provide the following information for the claim to be assessed:
Once we have confirmed in writing that compensation is payable and we have received all of the requested details, settlement will be made within 21 days although this may increase during busy times. If you do have any complaints regarding your ability to exercise your rights, please contact our customer relations department. In the event that your complaint is still not answered to your satisfaction, you may wish to contact the CAA, CAA HOUSE, 45-59 Kingsway, London WC2B 6TE, United Kingdom.
Conduct On Board Aircraft
At our discretion Eastern Airways will supply and serve, if appropriate alcoholic beverages, to passengers on board our aircraft. Passengers are, however, prohibited from consuming alcoholic beverages on Eastern Airways services which they have supplied themselves or been supplied by a third party.
We operate a strict no smoking policy on board all of our aircraft and in all of our lounges. This includes the use of electronic cigarettes or any cigarette substitute device that emits a vapour or has a power source or produces heat and or a light. We do not permit electronic cigarettes to be charged within our lounges. Electronic cigarettes may be carried on board subject to the following conditions:
For safety reasons, we may forbid or limit the operation aboard the aircraft of electronic equipment, including, but not limited to, mobile telephones; laptop computers; personal recorders; personal radios; MP3, cassette and CD players; electronic games or transmitting devices such as radio-controlled toys and walkie-talkies. The use of hearing aids and heart pacemakers is permitted.
As a responsible employer, Eastern Airways treats the safety and security of it staff as well as its passengers with the utmost importance. Therefore it is not permitted to take photographs, or film our staff while in uniform while undertaking their job.
If, while you are on board an Eastern Airways aircraft, we reasonably believe that you have put the aircraft, or any person in it, in danger; deliberately interfered with the crew in carrying out their duties; failed to obey the instructions of the crew relating to safety or security; failed to obey the seat-belt or no-smoking signs; committed a criminal offence; allowed your physical or mental state to become affected by drink or drugs; failed to obey the crew’s instructions relating to drink or drugs; made a hoax bomb threat; threatened or abused or insulted the crew or other passengers or behaved in a threatening, abusive, insulting or disorderly way towards the crew or other passengers or behaved in a way which causes discomfort, inconvenience, damage or injury to the crew or other passengers, we may take any measures we think reasonable to prevent you continuing your behaviour, including restraint. When the aircraft lands, we may decide to make you leave the aircraft; refuse to carry you on the remaining sectors of the journey shown in your Flight Confirmation
Document and report the incident on board the aircraft to the relevant authorities with a view to them prosecuting you for any criminal offences you might have committed.
If, as a result of your behaviour, we divert the aircraft to an unscheduled place of destination and make you leave the aircraft, you must pay us the reasonable and proper costs of the diversion.
Please see Article 9.1.3 in our Conditions of Carriage.
Contact Eastern Airways
You can contact us in any of the following ways:-
Telephone: +44 (0)1652 680600,
Postal Address: Schiphol House, Humberside International Airport, KIRMINGTON, DN39 6YH, UK
This agreement is in accordance with the laws of England and Wales. Parties to this agreement hereby submit to the exclusive jurisdiction of the courts of England and Wales.