CITY TRAVEL OÜ GENERAL TERMS AND CONDITIONS OF TRAVEL SERVICES
1. General provisions
City Travel OÜ, registry code 12584093, address Nafta 1, Tallinn, Harju County 10152, tel. +372 68 44 777, e-mail: info@citytravel.ee, website www.citytravel.ee, is an authorised sales agent of travel service providers that offers a wide range of travel services worldwide for sale. These general terms and conditions of travel services apply to the travel services available at the City Travel travel agency and on the website.
Under these general terms and conditions of travel services, the customer is a natural or legal person who has submitted or intends to submit an order to City Travel. A consumer who is a natural person is also referred to as a customer. The traveller is a natural person who uses a travel service on the basis of a contract concluded.
When purchasing a travel service, the customer concludes a bilateral contract with the travel service provider, such as a package travel contract with the organiser, a passenger transport contract with the carrier, etc. The terms of the contract, incl. those concerning the sale, use, amendment, cancellation of and liability for the travel service, are established by the specific travel service provider. City Travel asks customers to familiarise themselves thoroughly with the contract terms established by the travel service provider and to choose a contractual partner that suits their needs.
City Travel passes on the information shared by travel service providers about the description, characteristics and quality of the travel service truthfully and without distortion. City Travel also acts as the customer's adviser on matters relating to the purchase and consumption of travel services.
By booking and/or purchasing a travel service, the customer consents to the transfer of their personal data (incl. those of other persons for whom and in whose interests the customer books/purchases the travel service) to the travel service provider and to other undertakings for the performance of the contract concluded with the customer.
2. Travel documents, visas, health requirements
Before concluding the contract, make sure that all travellers, incl. children, have the proper travel documents (passport, identity card, visa, vaccination certificate) for both the destination country and the transit countries. Holding the proper travel documents is the obligation of the traveller/customer. It must be borne in mind that citizens of different countries may also be subject to different requirements for travel documents and visas. The customer/traveller must ascertain the requirements from the embassies of the destination or transit countries, the Ministry of Foreign Affairs or the Citizenship and Migration Board. It is important to observe the validity of travel documents and their compliance with the required conditions. Estonian citizens can obtain further information on travel documents and the conditions for entering foreign countries from the website of the Ministry of Foreign Affairs http://www.vm.ee. At the customer's request, City Travel will specify the requirements for travel documents, visas, vaccination and customs rules, but does not accept liability for the continued validity of those requirements.
Proper travel documents do not always guarantee the possibility of entering a country. Each country has exclusive competence to decide whether or not to admit a person to the country, even if the person presents proper documents for entering the country.
The travel service provider and City Travel do not accept liability or an obligation to refund the travel price if the trip is interrupted or cancelled owing to a missing travel document or the actions of state authorities.
When making travel plans, we ask the customer to familiarise themselves with the health protection requirements of the destination or transit countries, especially when travelling to more distant and more exotic countries. In certain cases you must start a course of vaccination well in advance in order to enter a country. Information on risk areas for infectious diseases and vaccination recommendations can be found on the website of the Health Board.
3. Sale of travel services, conclusion of the contract
The options for purchasing travel services, incl. but not limited to prices and the availability of free places, are constantly changing because they depend on supply and demand. The earlier and the faster the customer makes their purchase decision and provides us with the information needed to make the booking (travellers' names, dates of birth, itinerary, dates and other services required), the more likely it is that places will be obtained on the terms that were valid at the time the purchase options were explained. The longer the period between the explanation of the purchase options and the communication of the purchase decision, the more likely changes in prices or in the availability of places become.
When placing an order, the customer must inform City Travel of the travellers' names as stated in the travel document. If the name stated in the traveller's travel document does not match the traveller's name on the ticket or in the booking, the travel service provider has the right to require the traveller to pay an additional fee for the name change or to purchase a new ticket.
When placing an order, the customer must inform City Travel of their e-mail address. We send information about travel services to the e-mail address provided by the customer. The customer is responsible for the correctness of the e-mail address provided to us and for regularly checking the e-mail sent to that address.
When placing an order, the customer must inform City Travel of their mobile telephone number. City Travel forwards the customer's mobile telephone number to the travel service provider so that the latter can promptly inform the customer of any changes relating to the provision of the travel service.
In legal terms, the explanation of purchase options is understood as an invitation to the customer to submit an order (offer). Unless otherwise agreed in the contract concluded with the customer, the order (offer) submitted by the customer becomes an agreement binding on the parties, i.e. a confirmed order, after City Travel has given its confirmation (acceptance) and the customer has paid the travel price or advance payment. By paying the travel price or advance payment, the customer finally confirms their purchase and at the same time expresses their agreement with these terms of sale of travel services, the terms established by the travel service provider and/or the travel contract, and other terms made known in connection with the sale of the travel service.
Where an order is submitted by one person on behalf of other persons, the person placing the order is responsible for communicating all travel information and travel terms to all travellers.
City Travel must be informed before the conclusion of the contract of any special needs related to the customer's wishes or other circumstances that are relevant to the provision of the travel service.
If the customer does not pay the advance payment or travel price on time, City Travel and/or the travel service provider has the right to cancel the travel service confirmed to the customer unilaterally and without prior notice. Unless otherwise agreed in the contract concluded with the customer, City Travel issues the documents granting the right to use the travel service after the travel price has been paid in full. In the case of payment by bank transfer, the travel price must have been received by the day preceding the issue of the documents granting the right to use the travel service.
The options for amending and cancelling a confirmed order are limited. As a rule, there are no options for amendment and cancellation for travel services in a cheaper price class; for more flexible travel services in a more expensive price class, amendment and cancellation are possible, but generally for a certain additional fee. If the customer wishes to amend or cancel a confirmed order, we ask them to inform City Travel thereof in writing or by e-mail. Amending a confirmed order entails an obligation for the customer to pay all costs related to the amendment.
If the customer wishes to purchase a travel service with flexible terms in order to ensure the possibility of amending the confirmed order and of obtaining a refund of the travel price on cancellation of the service, we ask them to inform us of this already when submitting the order.
4. Documents enabling the use of the travel service
Most travel service providers have switched to using e-tickets. An e-ticket is a document sent electronically, usually by e-mail, which gives the customer the right to use the service in accordance with the terms stated on the ticket. On receiving an e-ticket or any other document granting the right to use the travel service (hereinafter a document), the customer must immediately check the correctness of the customer's name, date, travel description and other essential data and their conformity with the order and the travel documents. Among other things, it is important to check that the customer's name matches the name stated in the travel document. City Travel will immediately rectify any defects arising in the issue of documents. Later rectification of defects, amendment or cancellation is not possible or is permitted for an additional fee.
City Travel makes the documents and/or e-tickets available to the customer at City Travel's travel agency. At the customer's request, City Travel is prepared to send the documents and/or e-tickets to the address specified by the customer using a courier service, postal services or e-mail. Documents are sent by any means at the customer's risk. City Travel does not accept liability for the timely delivery or safekeeping of documents handed over to a courier or postal company.
5. Intermediation of passenger transport services
When purchasing a passenger transport service (ship, flight, bus or train ticket), the customer concludes a contract with the passenger transport service provider (hereinafter the carrier). Under the contract, the carrier is obliged to carry the customer and their baggage on the terms stated on the ticket.
When purchasing a passenger transport service, the customer must inform us of the desired route, travel times, the customers' names and whether you want a flexible ticket or the cheapest ticket not subject to changes, as well as any other circumstances of importance to you.
Before the booking is made, the customer must inform City Travel of the name and number of the bonus card issued to the customer by the passenger transport service provider.
A booking of a passenger transport service gives the customer the right to purchase the ticket within the prescribed time. However, a booking does not create binding obligations for the customer and the carrier and does not guarantee the customer the availability of the passenger transport service at the prices and on the terms stated in the booking. The carrier has the right to amend and cancel bookings unilaterally without the carrier or City Travel incurring any obligations towards the customer.
Discounted tickets must be purchased within a shorter time than full-price tickets. The cheaper the ticket, the shorter the time for purchasing it. Certain carriers do not allow tickets to be booked in advance; in that case the ticket must also be paid for immediately. Bookings not paid for by the deadline are cancelled. If the deadline has passed and you still wish to buy a ticket, a new booking must be made according to the purchase options available at that moment.
Whereas tickets purchased at full price can be amended, cancelled and returned and the ticket price paid can be refunded, discounted tickets usually have no options for amendment, cancellation or return. Unlike a full-price ticket, a discounted ticket as a rule cannot be amended or cancelled. Changing the name of the customer/traveller is prohibited or is permitted for an additional fee. We recommend making changes well in advance, because at a later point the availability of places may change and, in this connection, new prices and rules on the use of the service may also apply.
If the customer has made several interconnected bookings, then when amending one booking attention must also be paid to ensuring that the other necessary booked or purchased services are amended. For example, when amending flight tickets, it may also be necessary to change the dates of accommodation or of the use of additional services.
Service on board a ship, aircraft, bus, train, etc. depends on the carrier, its service standards and the class of service. In certain cases it is possible to reserve a seat on the aircraft in advance, and special catering requests can also be registered. City Travel forwards the customer's wishes to the carrier, but the availability of such free additional services is not always guaranteed to the customer. As a rule, the airline does not charge an additional fee for reserving a seat or special meal and does not regard it as an essential term of the contract of carriage.
On board a ship, the range of possible additional services is considerably wider and paid additional services are guaranteed to the customer. The availability of free additional services may not be guaranteed.
5.1. What you need to know when buying a flight ticket
It is safer for the customer to buy one ticket for one journey rather than use separate tickets. If buying one ticket is not possible because of the airline, it is advisable to plan connections with a large time margin. Taking into account possible delays and hold-ups, a minimum of 3-4 hours should be left between flights. The airline is responsible for carrying the customer to the final destination within one contract of carriage (ticket). If the customer misses a connecting flight because flights are cancelled or delayed, the airline concerned is obliged to offer alternative connections within the route on the same ticket or a refund of the ticket price. The airline has no such obligation with regard to separate tickets. Even in the event of delays or cancellation of a flight, the airline is not responsible for an onward connection that is on a separate ticket.
Regardless of whether the customer has purchased one ticket or several for different flights, if they are late for a flight for reasons attributable to themselves, the airline is no longer obliged to perform the passenger transport contract concluded and the fare paid is not refundable to the customer. In that case the customer must buy a new flight ticket in order to continue the journey or return.
5.2. Check-in for the flight
To perform the passenger transport contract, the customer must appear at the starting point of the flight on time. If the customer does not appear at the starting point of the flight on time, the carrier may cancel both the flight for whose check-in the customer was late and all subsequent flights.
The starting point of the flight is, as a rule, the check-in desk of the airline stated in the passenger transport contract, or of the airline representing it, at the airport concerned. At the starting point of the flight, the customer must check in for the flight without delay (perform check-in) and appear at the departure gate (gate) on time. A customer who is late may not be allowed to board the flight. Check-in for the flight usually closes 60-120 minutes before the flight's departure, depending on the airport and the airline. Taking into account the time spent in queues, you should arrive at the airport approximately 3 hours before the scheduled departure of the flight. This time may be reduced by checking in for the flight online or by using more expensive ticket classes.
The flights stated on the flight ticket must be used in the order stated on the ticket and only by the person whose name is written on the ticket. The airline has the right to cancel onward flights or the entire booking if the customer does not use one flight.
For group travel and on flights outside Europe, airlines require the return flight to be confirmed no later than 72 hours before the flight. If it is not confirmed, the airline has the right to cancel the places booked/sold to the customer. To confirm the places, the customer must call the nearest office of the airline concerned or contact City Travel.
The airline has the right to collect an additional payment at the airport for a desired seat, faster check-in, boarding or baggage. The amount of the additional payments is determined by the airline.
5.3. Baggage
A customer holding a flight ticket has the right to take with them, without paying an additional fee, a certain amount of checked baggage for the flight and, in addition, hand baggage. The permitted baggage weight and, in certain cases, also its dimensions are set out on the website of each specific airline. The weight limits for checked baggage per customer/traveller are 15-23 kg in economy class, up to 30 kg in business class and up to 40 kg in first class. In certain cases a piece-based limit applies: up to two pieces of baggage, the weight of each of which must not exceed 23 kg in economy class or 32 kg in other classes. Lower limits have been set for children and infants.
Special requirements have been set for oversized baggage, and such baggage is usually not counted within the baggage limit.
On a flight with connections, baggage can be checked through to the final destination of the ticket, but this is not possible every time. We therefore recommend allowing enough time for connections so that, if necessary, it is possible to collect the baggage and hand it over again to the next airline. As a rule, it is not possible to interrupt an air journey in a transit city, and in that case the customer/traveller will not receive their baggage; the airline may also charge an additional fee at its discretion.
More valuable items (cash, jewellery, electronics, etc.) must be kept in hand baggage. Hand baggage may not contain prohibited items such as (liquids above the established limit, flammable substances, bladed articles, etc.). The amount of hand baggage must fit either on the lap, under the seat in front or in the overhead locker on the aircraft and must comply with the dimensions established by the airline. For detailed restrictions on the contents of baggage, please ask the customs office at the departure airport.
The following items and substances are prohibited from carriage by air:
Weapons: firearms of all types; cold weapons (striking weapons, cutting weapons, stabbing weapons); weapons built into objects; electroshock weapons; irritant, stunning and paralysing weapons;
Dangerous items: including household utensils and objects resembling weapons (pointed, sharp-edged or blunt objects that may cause bodily injury).
Dangerous substances: explosive, self-igniting, caustic or corrosive, toxic, radioactive and infectious substances.
Imitations: imitations of all the items mentioned above.
Liquids:
All substances, goods or articles: that have the characteristics of the substances, goods or articles mentioned here, that raise doubts as to their safety during carriage, that may cause a fire or explosion and that may be dangerous to passengers or the aircraft crew.
Items prohibited from carriage in both checked baggage and hand baggage: explosives, including detonators, fuses, grenades, mines and explosive materials; gas; propane, butane.
Flammable liquids, including petrol, methanol; flammable solids and self-reactive substances (chemical reagents), including magnesium, incendiaries, pyrotechnics and flares; oxidisers and organic peroxides, including bleaching agents and car body repair kits; toxic or infectious substances, including rat poison and infected blood; radioactive materials, including medical or commercial isotopes; corrosive substances, including mercury and vehicle batteries; vehicle fuel system parts that have contained fuel.
Security staff have the right to refuse to allow any other items not listed in this list to be taken on board the aircraft. If you are in doubt about an item you wish to take on board the aircraft, we recommend that you contact the security screening service of the airport concerned.
Information on prohibited items and airport security screening can be found on the website of the Civil Aviation Administration.
5.4. Flights with connections and connection times
Airlines allow tickets with connections to be sold if the minimum connection times prescribed by the airlines are met, and the ticket has been sold properly if those times have been observed. Leaving the minimum connection time between two flights is possible, but it is extremely risky. We therefore recommend ordering tickets where the connection time is sufficiently long, taking into account possible hold-ups, delays and queues.
If the customer has purchased separate tickets, the required minimum connection times do not apply, each subsequent flight is treated as a new journey and the required time for arriving at the airport is observed ( 3 h earlier).
If different consecutive flights are on one ticket and the customer fails to make the check-in for the connecting flight owing to their own act or omission, the airline has no obligation to perform the passenger transport contract concluded with the customer and the fare paid is not refundable. In that case the customer must buy a new flight ticket in order to continue the journey or return.
If the customer has purchased separate flight tickets for consecutive flights, the required minimum connection times do not apply, each subsequent flight is treated as a new journey and the required time for arriving at the airport is observed (3 hours earlier). If different consecutive flights are on one ticket and one flight is delayed, the airline whose flight is delayed is responsible for carrying the customer onward. Onward transport may also take place using other modes of transport; no time restrictions are imposed on the airline either, and the airline is not obliged to compensate for additional costs incurred.
If different consecutive flights are on separate tickets and the customer fails to make the check-in for the flight on time owing to any obstacle whatsoever, full responsibility for the continuation of the journey lies with the customer. In that case the customer must buy a new flight ticket in order to continue the journey or return.
The airline's liability does not extend to cases where the flight operates as scheduled but the customer nevertheless misses the connecting flight (for example, owing to the minimum connection time chosen and queues at security or passport control). Where flights operate as scheduled, making the connecting flight is the customer's own responsibility. To avoid risks, we recommend, where possible, choosing connections that leave a considerably longer interval between flights compared with the permitted minimum times.
5.5. Flight schedule, delays, cancellations
The departure and arrival times of flights stated on the ticket or in the itinerary may change. Owing to weather conditions, technical or other reasons, flights are from time to time delayed or cancelled. If the flight ticket has already been purchased earlier and the trip is approaching, the customer must check the flight times well in advance. Passenger transport is highly dependent on various conditions, and since the safety of customers always comes first, it is not possible to avoid delays and cancellations of flights in every situation. The customer must plan their trip with a sufficient time margin so that possible changes in flight departures cannot spoil the expectations set for the trip and important events.
In the event of a delay or cancellation, the airline is not liable to the customer for costs related to the use or non-use of the services of possible third parties. Nor is any damage caused in connection with a delayed arrival at the destination or the cancellation of the trip compensated.
The airline may change its schedules and cancel flights if notice of this is given at least 2 weeks in advance. Owing to circumstances beyond the airline's control, schedules may also be changed at shorter notice. With regard to bookings not issued as tickets, neither the airline nor City Travel bears liability, nor do they guarantee the availability of new places at the same price.
To a customer holding a ticket for a cancelled flight, the airline offers either a refund of the ticket price or an alternative connection to the destination at no additional charge.
5.6. Protection of rights
When entering or leaving the territory of the European Union, and when using the services of airlines within the European Union, the rights of the customer/traveller are protected by Regulation (EC) No 261/2004 of the European Parliament and of the Council on air passenger rights. Passenger rights are protected above all in connection with a change of flight time, incl. a flight delay or cancellation, and also where the passenger is denied boarding. The full text of the Regulation is available at eur-lex.europa.eu, and a summary by the Consumer Protection and Technical Regulatory Authority can be found at: tarbijakaitseamet.ee.
6. Intermediation of accommodation services
If you wish to purchase an accommodation service, please state the desired location of the accommodation, the period, the expected level of quality and the number of persons wishing to stay, as well as other preferences and essential conditions. If the desired accommodation is not available, City Travel will propose alternative options closest to the conditions.
When purchasing an accommodation service, the customer concludes a contract with the accommodation establishment. Under the contract, the accommodation establishment is obliged to provide the services specified in the contract on the agreed terms. The customer must comply with the terms of service and the house rules established by the accommodation establishment. The relevant terms and house rules are made known on the website of the specific accommodation establishment. City Travel forwards any special requests, for example a non-smoking room, adjacent rooms, rooms on a higher or lower floor, to the accommodation establishment. It may not always be possible to fulfil such requests. The accommodation establishment therefore does not charge for fulfilling special requests and does not guarantee the availability of services with special requests.
On arrival at the accommodation establishment, the customer must check in. This requires presenting the necessary documents, such as the booking confirmation or voucher and an identity document, and completing a registration form. In accommodation establishments in most countries, the earliest possible check-in time is 14.00. In the United States of America it may be 16.00. If the customer plans to arrive at the accommodation establishment after 18.00 on the first day of the accommodation, the accommodation establishment or City Travel must be informed of this in advance. In the case of a later arrival without notice, the accommodation establishment may cancel the booking and release the room.
The room must be vacated on the day of departure from the accommodation establishment no later than 12.00. In some accommodation establishments the room must be vacated no later than 10.00 on the day of departure. The time for vacating the room must be confirmed when checking in at the accommodation establishment.
As a rule, individual orders for accommodation services (generally up to 10 travellers arriving and departing together) can be amended or cancelled up to 24h before the date on which the accommodation service is to be provided. Free amendment and cancellation are not possible for accommodation services booked for the period of trade fairs, various kinds of events taking place in the area, or public holidays. If an individual order is cancelled less than 24h before the start of the accommodation, or if the accommodation service is not cancelled, the customer must pay at least the cost of the first night of the order. The exact rules are established by the accommodation establishment.
Accommodation establishments that offer accommodation in apartment-type rooms or in separate houses allow free amendment or cancellation up to 30 days before the start date of the accommodation. Group orders (generally from 15 travellers) can be amended and cancelled more than 30 calendar days before the start date of the accommodation. Additional fees are payable when an amendment is made.
City Travel will inform the customer if the terms for amendment and cancellation differ from the usual terms last mentioned. No additional notice or reminder is sent to the customer before the deadline for amendment or cancellation. Meeting the deadline is therefore the customer's own responsibility.
If the customer has cancelled the service directly with the accommodation establishment without informing City Travel, but the accommodation establishment nevertheless sends City Travel an invoice either for services provided or for a cancellation penalty, the customer is responsible for paying the amounts stated in the invoice to City Travel. If the customer does not use the accommodation service and fails to cancel the service in time, the customer must pay the cost of the service. The payment obligation is not affected by whether or not the service was actually used. Even if the service was used partially, the cost of the service must be paid in full.
If the customer has already made a booking and wishes to extend the booking made, we recommend amending the existing booking rather than making a new, separate booking.
Partial renovation work is carried out from time to time in accommodation establishments. Efforts are made to disturb customers as little as possible with the work, but this may not always be possible. Even if customers have been informed of the time of the renovation work, the period of the renovation work may change in cases beyond City Travel's control; therefore neither City Travel nor the accommodation establishment accepts liability if the renovation period has been extended compared with the original one. If renovation work is under way at the hotel, this does not entitle the customer to claim compensation, a refund or a price reduction. If the renovation work might disturb the customer, City Travel must be informed of this when the order is submitted. In that case City Travel will help to find an accommodation establishment where no scheduled renovation work is being carried out.
In view of possible cancellations immediately before the start of the accommodation, accommodation establishments customarily overbook from time to time, i.e. book some rooms twice. Such overbookings may lead to situations where the customer has a valid booking but, on arrival, it turns out that there are double bookings and the agreed room is not available at all. In that case the accommodation establishment is obliged to place the customer in an accommodation establishment of at least the same standard located in the same settlement or area. The accommodation establishment that caused the confusion must pay for the customer's transport to the other accommodation establishment and allow the customer a free telephone call of up to three minutes. City Travel is not responsible for compensating costs caused by overbookings made by the accommodation establishment.
When choosing rooms, please bear the following in mind. Rooms for three or four persons (triple or quad) often have one or two extra beds respectively, or two double beds. Rooms for three persons usually have a double bed and an extra bed. In most accommodation establishments, not all beds in rooms for three or four persons are full-size beds. If the customer wants an extra bed, an additional fee must usually be paid for it. If the customer has booked a room with one bed, it may happen that instead of what was ordered the customer is given a room with two separate beds, or vice versa. City Travel forwards the customer's wishes to the accommodation establishment, but accommodation establishments do not guarantee the fulfilment of such special requests.
During trade fairs and various kinds of events taking place in the same area as the accommodation establishment, as well as during public holidays, the prices of accommodation services are higher than the usual prices. All accommodation prices are per room (with private bath or shower, unless otherwise stated) and include breakfast (unless otherwise stated) and national and local taxes (unless otherwise stated). If a cheaper price is not available for children, the adult price is also payable for a child. In certain accommodation establishments, if no additional fee is charged for children, no extra bed is provided for children either. In that case a room for three persons must be ordered. Breakfast for children must usually be paid for.
All possible additional charges for additional services, such as communication services, as well as energy or tourist taxes, must be paid directly to the accommodation establishment.
Regardless of whether the order for the accommodation service has been paid for or not, accommodation establishments may require the customer to provide a credit card number or deposit cash before the service is provided. This is mainly intended to secure payment for additional services consumed at the accommodation establishment.
Accommodation establishments recommend using the establishment's safe as the place for keeping travel documents and valuables. In some accommodation establishments use of the safe is subject to a charge, in others it is free of charge. The accommodation establishment is not responsible for the safekeeping of items left in the room.
7. Intermediation of package travel
Package travel intermediated by City Travel, together with descriptions, prices and the detailed travel terms established by the organisers, is available both at City Travel's travel agencies and on the website: https://citytravel.ee/
When purchasing a package travel, the customer concludes a package travel contract with the organiser, who is responsible for the proper performance of the package travel in accordance with the descriptions and terms given in the package travel contract. City Travel passes on the information shared by the organiser about the description of the package travel. Before concluding the package travel contract, the customer must familiarise themselves with the travel terms/package travel contract established by the organiser.
When purchasing a package travel, the customer must inform City Travel of their mobile telephone number. City Travel forwards the customer's mobile telephone number to the organiser so that the latter can promptly inform the customer of any changes relating to the performance of the package travel contract.
City Travel is responsible for refunding to the customer the package travel price paid by the customer until City Travel has paid it to the organiser. This obligation arises for City Travel only if the organiser has acknowledged its inability to perform the package travel contract concluded with the customer (e.g. insolvency of the organiser) and the customer has become entitled to a refund of the package travel price.
It is for the customer to arrange, and the customer is responsible for, arriving on time at the starting point of the package travel stated in the organiser's travel confirmation, as well as their return journey from the end point of the package travel. At the customer's request, City Travel will present various options for travelling from the starting point and end point of the package travel to the desired destination. The choice of a suitable passenger transport service is made by the customer. When making the choice, please be sure to take into account possible obstacles, delays and hold-ups, incl. prevailing unusual weather conditions, traffic jams and breakdowns. If the customer arrives late at the starting point of the package travel for reasons attributable to themselves, the organiser may terminate the package travel contract concluded. In that case the organiser is not obliged to refund the travel price paid to the customer.
8. Intermediation of insurance services
When purchasing travel insurance, the customer concludes a travel insurance contract with the insurer. The travel insurance policies intermediated by City Travel, together with their terms and prices, are available at our travel agency. We recommend reading carefully the contract terms established by the insurers and seeking advice from a travel consultant (especially when travelling to countries to which the authorities do not recommend travelling because of various dangers, as well as in the case of pregnancy, for those who practise recreational sports, etc.).
City Travel's insurance partners are AAS Balta, Compensa Vienna Insurance Grupp and PZU Kindlustus .
Together with the purchase of any travel service, we recommend concluding a travel insurance contract, regardless of whether you hold a European Health Insurance Card. Even if you hold a European Health Insurance Card, the patient's co-payments (visit fee, in-patient day fee, etc.) must still be paid according to the tariffs of the country of stay. These co-payments are not reimbursed to the patient. Nor does the card cover the costs of transport between countries. As a rule, travel insurance pays for co-payments and transport between countries. The health insurance card is not valid outside the European Union.
The travel service provider may not be liable in every situation for damage or additional costs incurred by the customer. That is why it is travel insurance that can provide assistance and prompt compensation, e.g. in the event of interruption or cancellation of the trip, loss of baggage and the customer's health problems and/or accidents. We recommend also adding travel disruption insurance to the insurance contract, which mostly covers the additional costs associated with the cancellation or delay of passenger transport. Before concluding an insurance contract, please familiarise yourself with the terms of the insurance.
A travel insurance contract can be amended or cancelled for an additional fee.
9. Intermediation of car rental services
With a booking made through City Travel, the car rental company guarantees the availability of a rental car for the agreed time in accordance with the confirmed car group. The exact make of car is not guaranteed.
When purchasing a car rental service, the customer concludes a rental contract with the car rental company. When concluding the contract, the customer must pay attention to the terms set out in the rental contract, incl. but not limited to the excess, the requirements for registering drivers, liability, etc. A minimum age of 21 years is required; depending on the type of car, the age may also be higher. The car may be driven by a driver registered at the car rental company when the contract is concluded. An additional fee must be paid for registering an additional driver.
Purchasing a car rental service requires the customer to have a credit card. In certain countries, two credit cards are required for large and luxury cars.
Car rental bookings can usually be amended and cancelled up to 24 hours before the start date of the rental period, on payment of the amendment and/or cancellation fee established by the car rental company.
10. Liability
The travel service provider with whom the customer has concluded the contract is responsible for the proper provision of the travel service. City Travel is not responsible for the provision of the travel service and does not compensate damage caused by the travel service provider through a decline in the quality of the travel service, a delay in departure or arrival, interruption or cancellation of the trip, loss of baggage, health problems, accidents or any other act or omission of the travel service provider. At the customer's request, City Travel will assist the customer in communicating with the travel service provider.
In their terms, travel service providers have reserved the right to refuse to serve the customer and to cancel the customer's booking or order if the customer's behaviour is inappropriate or unlawful or if the customer's behaviour poses a danger to other customers or their property. In that case a customer who has behaved inappropriately or unlawfully is not entitled to refunds for unused services or to other compensation. If, as a result of the customer's inappropriate or unlawful behaviour, the travel service provider or City Travel has to bear additional costs, the customer is obliged to reimburse those costs to the travel service provider or to City Travel.
If the customer causes damage to the travel service provider, for example by damaging property belonging to the latter, the customer is liable to compensate the damage caused in full.
The website contains links or references to other websites not under City Travel's control. City Travel does not guarantee the correctness of the information on other websites and accepts no liability for the correctness and/or quality of the information published on other referenced pages. Please address all questions and claims relating to the use of other websites directly to the administrators or service providers of those websites.
11. Claims, other terms
City Travel must be notified immediately of any questions or problems arising before the start of the trip. If, during the trip, the customer finds that the travel service does not comply with the agreed terms, the local provider of the travel service and City Travel must be notified immediately. If what happened has been recorded on site and a solution is nevertheless not found, the customer has the right to submit a written claim at the earliest opportunity, but no later than within seven (7) days of the end of the trip and no later than within two (2) weeks of becoming aware of the incident. A claim not submitted by that deadline has expired.
A written claim, together with evidence of additional expenses or damage caused by non-conformity with the travel terms and travel descriptions, must be sent to City Travel through the means of communication set out in the general provisions of these terms of sale of travel services. If the service does not conform to the agreed terms, the customer has the right to rely on the legal remedies provided for in the Law of Obligations Act (to demand performance of the obligation; to refuse to perform their own obligation owed; to claim compensation for damage; to withdraw from or terminate the contract; to reduce the price; in the event of delay in the performance of a monetary obligation, to claim late interest).
Disputes are sought to be resolved through negotiations. If no agreement is reached, consumer-related disputes are resolved out of court by the Consumer Disputes Committee at Pronksi 12, Tallinn 10117; website: komisjon.ee, e-mail avaldus@komisjon.ee, telephone +372 6 201 920 (open on working days 13:00-16:00). The rules of procedure of the Consumer Disputes Committee can be consulted on the website referred to above.
12. Personal data protection strategy
The data protection strategy of City Travel OÜ (hereinafter the Strategy) reflects our commitment to treat the personal data of employees, customers, stakeholders and other interested persons with the utmost care and to process those data in accordance with the applicable data protection rules. By means of this policy we ensure that we collect, store and process data fairly, transparently and with respect for the individual rights of persons. The Strategy establishes the general basis on which City Travel processes people's personal data. We monitor daily that our activities are, to the best of our ability, kept continuously up to date legally, in terms of staff awareness and technically, by monitoring the conformity of our hardware and software with technological progress. We take care that the data subject has as much control as possible over the processing of their data and that a corresponding data-subject-friendly regulation is established within the company. The Strategy is specified by the Data Protection Terms.
12.1 Consent to the processing of personal data
By submitting an order, the customer gives City Travel consent to the collection and processing of their personal data (except sensitive personal data) for the purpose of establishing a customer relationship, offering travel services for sale, selling and providing them, and concluding, performing, amending and terminating contracts. The customer agrees that the transfer of personal data to third parties, incl. the travel service provider and/or persons involved in the provision of the travel service, is permitted, but it may take place only in the manner provided for in the Personal Data Protection Act. The customer is aware of their rights to obtain at any time information about the personal data collected about them and their transfer; to demand the correction of inaccurate data; and the cessation of processing and the erasure of data, where this is in accordance with legislation.
When a flight ticket is booked and purchased, the air carrier transfers the customer's booking information in accordance with the State Borders Act to the Police and Border Guard Board for processing for the purpose of performing the tasks of proceedings, detection and prevention of terrorist offences and other serious crimes. Booking information is retained for 5 years, and personalised data are retained for 2 years from the receipt of the data.
Booking information means information concerning the air passenger and the air journey that the airline collects from the customer in order to make the booking. Booking information includes, in particular, information about the booking and related operations, the personal data of the air passenger and of persons travelling with them, general flight data, the air passenger's contact details and data relating to payment for the booking.
In connection with the transfer of booking information, persons have all the rights arising from the Personal Data Protection Act.
13. Scope and exercise of the consumer's right of withdrawal
13.1. Withdrawal from contracts concluded for the provision of travel services is limited, since in the case of Travel Services the provision of the relevant services is fixed for a specific date or within a specific period, or the conclusion of the contract means the reservation of certain resources for which it is difficult to find a new user upon withdrawal.
13.2. Regardless of whether the Consumer purchases the Travel Service by means of communication (e-mail, telephone) or on site at the travel agency, the Consumer's right provided for in the Law of Obligations Act to withdraw from the contract free of charge and without giving any reason within 14 days (Right of Withdrawal) does not, as a rule, apply to Travel Service contracts.
13.3. There is no Right of Withdrawal if the Travel Service is provided for a specific date or within a specific period, or if the conclusion of the contract means the reservation of certain resources and the contract is concluded for the provision of the following services: passenger transport service; accommodation service; use of residential premises; use of a motor vehicle; catering; travel and baggage insurance or leisure service.
13.4. If the Travel Services listed in point 4.3. are not provided for a specific date or the conclusion of the contract does not require the reservation of certain resources (Gift Card), the Consumer has the right to withdraw from the relevant contract concluded by means of communication free of charge and without giving any reason within 14 days. It should be noted here that the consumer loses the Right of Withdrawal at the moment they start using the Gift Card, incl. communicating the wish to use the Gift Card and receiving the Order Confirmation for the Travel Service, which fixes the provision of the Travel Service for a specific date or within a specific period, or the reservation of certain resources. Registration for the use of the Travel Service together with marking the Gift Card as used is treated as equivalent to receipt of the Order Confirmation.
13.5. Where a Right of Withdrawal exists, for example if the Gift Card was purchased by means of communication, the Consumer has the right to withdraw from the contract by sending a statement of exercise of the right of withdrawal to City Travel's e-mail address info@citytravel.ee. The period for exercising the right of withdrawal is calculated from the day the contract is concluded.