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Conditions of Carriage
ARTICLES:
1 Definitions of the Expressions used in these Conditions
2 Applicability
3 Tickets
4 Fares, Taxes, Fees and Charges and Currency
5 Reservations
6 Check-in and Boarding
7 Refusal and Limitation of Carriage
8 Baggage
9 Schedules, Delays, Cancellations and Denied Boarding Compensation
10 Refunds of Fares, Taxes, Fees and Charges
11 Conduct aboard Aircraft
12 Arrangements for Additional Services
13 Administrative Formalities
14 Liability for Damage
15 Time Limitation for Claims and Actions
16 Our Regulations
17 Interpretation
18 Choice of Law and Jurisdiction
ARTICLE 1
What Particular Expressions mean in these Conditions
As you read these conditions, please note that:
We, us, our - means Helistar (Cambodia) Co., Ltd herein referred to Helistar Cambodia
You, your - means any person holding a Ticket and/or Sales Voucher and/or
Reservation Confirmation 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 Helistar Cambodia
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
# The Convention for the Unification of Certain Rules Relating to International
Carriage by Air, signed at Warsaw, 12 October 1929 (referred to below as the
Warsaw Convention)
# The Warsaw Convention as amended at The Hague on 28 September 1955
# The Warsaw Convention as amended by Additional Protocol No. I of Montreal
(1975)
# The Warsaw Convention as amended at The Hague and by Additional Protocol No.
2 of Montreal (1975)
# The Warsaw Convention as amended at The Hague and by Additional Protocol No.
4 of Montreal (1975)
# The Guadalajara Supplementary Convention (1961)
# The Montreal Convention (1999)
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 Helistar Cambodia internet site www.helistarcambodia.com
ARTICLE 2
Applicability
2.1 General
Except as provided in paragraphs 2.2, 2.4 and 2.5 these Conditions of Carriage
apply to all flights we operate and any liability we may have in relation to
that carriage by air. The Terms and Conditions contained within the
Ticket/Flight Itinerary or Receipt shall form part of these Conditions of
Carriage.
2.2 Charters
If carriage is performed pursuant to a Charter Agreement, these Conditions of
Carriage apply only to the extent they are incorporated by reference or
otherwise in the Charter Agreement or the Ticket.
2.3 Overriding Law
These Conditions of Carriage are applicable unless they are inconsistent with
any Tariffs or laws which apply to your Contract of Carriage with us in which
event such Tariffs or laws will apply.
2.4 Conditions Prevail over Regulations
Except as provided in these Conditions of Carriage, in the event of
inconsistency between these Conditions of Carriage and our Carrier’s
Regulations, these Conditions of Carriage will apply.
2.5 Validity of Conditions
If one of these Conditions of Carriage is invalid, the other Conditions will
remain valid.
ARTICLE 3
Tickets
3.1 General
The Ticket, these Conditions of Carriage and our Carrier’s Regulations
(including applicable Tariffs) together constitute the terms and conditions of
the Contract of Carriage between you and us.
These Conditions of Carriage and our Carrier’s Regulations can be found and are
accessible in full on our Website and copies may be obtained on request in
writing from our office at the address provided at the end of these Conditions of
Carriage.
We will only provide carriage to the Passenger named in the Ticket who presents
valid confirmation, duly issued by us in respect of that person for the flight.
You will also be required to produce positive photographic identification
identifying you as the passenger named in the booking and valid travel
documentation in the form of passport and any visa or other documentation
required to satisfy the relevant authorities for the journey you are
undertaking.
You should choose the fare which best suits your needs and we would strongly
recommend that you ensure you have an appropriate level of insurance to cover
instances where you are unable to use your Ticket.
3.2 Changes to Tickets
The Ticket you have purchased is valid for transportation only as shown on the
Ticket for the Passenger named, from the place of departure to the final
destination on the date and flight number shown.
If you wish to change your flight or the Passenger to be carried, subject to
applicable ticket conditions, you must contact us in advance. All permitted
changes must be made at least 3 hours before the minimum check-in time of the
flight; such changes may only be made by the passenger named in the booking
and/or the person who made the original booking. Any additional fare due, in
accordance with our Carrier’s Regulations and Tariffs and any applicable
administration fee will be calculated and you will be given the option of
accepting the new price or maintaining your original transportation as
ticketed. Detailed rules relating to fares and changes to Tickets are available
from our offices upon written request.
We shall not be liable to any person entitled to be carried by us or for any
refund in connection with a proposed flight if, in good faith, we provide
carriage to a person purporting to be entitled to carriage or make any refund
to the person entitled in accordance with Article 10
3.3 Package Travel, Package Holidays and Package Tour Regulations
Your right to transfer your booking to another passenger where the Package
Travel, Package Holidays and Package Tour Regulations apply.
If the Ticket has been issued as part of a package to which The Package Travel,
Package Holidays and Package Tours Regulations 1992 SI 1992/3288 as amended
(the Regulations) apply and you want to transfer your booking under regulation
10 of the Regulations, we or our authorised agents will issue a new Ticket
provided that you:
i) Prove to us or our Authorised Agents that you have satisfied the
requirements of regulation 10 and are entitled to transfer the booking;
ii) Give us or our Authorised Agents reasonable notice of your intention to
transfer the booking before your date of departure;
iii) Give us or our Authorised Agents the full name, address and contact number
of the person to whom you want the new ticket to be issued;
iv) You deliver the Ticket to us or our Authorised Agents; and you pay us or
our Authorised Agents a reasonable administration fee for issuing the new
Ticket.
3.4 Validity
Unless it says differently on the Ticket, in these Conditions of Carriage, or
in any Tariffs which apply, a Ticket is valid for six months from the date of
issue or six months from the date you first travelled using the Ticket,
providing your first flight took place within six months of the Ticket issue.
If, because we were unable to confirm your reservation at the time you asked
for it, you are prevented from travelling within the validity period of the
Ticket, we will extend the validity period of the Ticket or provide you with a
voluntary fare refund.
3.4.1 If, after beginning your journey you become ill and your illness prevents
you from travelling on your next flight within the validity period of your
Ticket; and you want us to extend the validity period so that you can continue
your journey; you must provide us with a medical certificate. The certificate
must state the facts relating to your illness and confirm it is not related to
an existing medical condition and the date you will be fit to travel again
(“the recovery date”).
When we receive the certificate, we may decide to extend the validity period
until either the recovery date, providing there is a seat available on the
relevant flight in the class of service for which you have paid the fare or, if
not, the first date after the recovery date when a seat is available, plus any
applicable admin fee.
3.4.2 If a passenger dies during their journey and other passengers are
travelling in the same party as the dead passenger we may decide not to enforce
any minimum stay conditions which apply to the Tickets of members of the party
or to extend the validity period of their Tickets or both
3.4.3 If a member of your immediate family dies and you have supplied us with a
copy of the death certificate, we may decide to change your Tickets and those
of your immediate family travelling with you by extending the validity period
of the Tickets. We will not extend the validity period of the Tickets for more
than 45 days after the date of death.
3.4.4 Tickets purchased on our flights are non refundable. All travelers are
recommended to take out travel insurance. If you are prevented from travelling,
passengers are advised to contact their travel insurance company. To assist any
claim, upon written request and for an admin fee, we can provide a letter
stating that Helistar Cambodia is a non refundable airline.
3.5 Our Name and Address on Tickets
Our name may be abbreviated to our Airline Designator Code or otherwise on any
of our documents of carriage or on the Website. Our Registered Office address
is, Helistar (Cambodia) Co., Ltd, No. 2, St. 134 Sangkat Mittapheap, Khan 7 Makara
Phnom Penh, Cambodia. Please see our Website for more details of how to contact
us.
ARTICLE 4
Fares, Taxes, Fees and Charges and Currency
4.1 Fares
Fares apply only for carriage from the airport or private location at the point
of origin to the airport or private location at the point of destination,
unless we state otherwise. Fares do not include ground transport services
between airports and between airports and town terminals. Fares will be
calculated in accordance with our Tariff in effect on the date you pay for it.
The fare will be for travel on the specific dates and itinerary shown on it. If
you wish to change your itinerary or dates of travel, this may increase the
fare. On-line fares are not available through our Call Centre and Sales Desks.
4.2 Taxes, Fees and Charges
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 buy your
Ticket, we will tell you about any Taxes, Fees and Charges not included in the
fare and they will normally be shown separately on the Ticket. Taxes, Fees and
Charges change constantly and can be imposed or altered after the date we have
issued your Ticket. If they change or if a new Tax, Fee or Charge is imposed
after we have issued your Ticket, you will have to pay us any increase.
Similarly, if any Taxes, Fees or Charges you pay to us when we issue the Ticket
are then abolished or reduced, you will be entitled to claim a refund from us.
If you do not use your Ticket, you will be entitled to claim a refund of any
Taxes, Fees and Charges which you have paid, less any admin fee charge that we
or our Authorised Agents make.
4.3 Currency
You must pay the fare and any Taxes, Fees and Charges in the currency of the
country in which the Ticket is issued, unless we or our Authorised Agents say
you must use another currency at or before the time you pay. We may decide to
accept payment in another currency.
4.4 Administration Charges
We reserve the right to charge a reasonable administration fee for auxiliary
services, not included in the price of the Ticket, including but not limited to
requests for personal data pursuant to Article 5 and duplicate receipts.
ARTICLE 5
Reservations
5.1 General
We will record your reservations in our computer system. If you ask, we or our
Authorised Agents will give you written confirmation of your reservation in the
case of a telephone reservation. In the case of internet bookings through our
Website, a unique booking reference number, the Confirmation Reference, will be
displayed along with the booking confirmation details on the screen upon completion
of the transaction. You should print a copy of this for your records as you
will be required to quote the Confirmation Reference at the time of check-in.
A reservation is not made or confirmed until you have received a Confirmation
Reference and payment has been received by us.
Some fares have conditions which limit or exclude your right to change
reservations. See Article 3.2 and Carrier’s Regulations.
5.2 Time Limits for Payment of the Fare
Fares plus all Taxes, Fees and other Charges must be paid in full when a
confirmed reservation is made. If such sums have not been paid in full or your
credit/debit card is declined we may cancel the reservation at any time without
liability.
5.3 Personal Information
You recognise that your personal data has been given to us and that we may use
the personal information you have provided, including information about how you
use our services and facilities (“your personal information”), for the purposes
of: making a reservation and issuing a Ticket; providing you with your
transportation and any related services and facilities; accounting, billing and
auditing; checking credit or other payment cards; immigration, customs and
entry procedures; security, administrative and legal purposes; statistical
analysis; ensuring our compliance with legal and regulatory obligations
applicable to us; operating frequent flyer programmes; systems testing,
maintenance and development; customer relations; helping us in any future
dealings with you; and direct marketing and market research (in which case and
unless required by law to obtain your specific consent to the use of your
personal data for any particular marketing purpose, you will be given the
opportunity to “opt out”).
For these purposes you authorise us to retain and use your personal information
and to transmit it to our own offices; carriers and other companies involved in
providing your transportation or related services and facilities; data
processors working for us; our Authorised Agents; government and enforcement
agencies; and credit and other payment card companies.
5.4 Seating
We cannot guarantee that you will be able to sit in any particular seat. We
will try to honour advance seating requests. We reserve the right to assign or
reassign seats at any time, even after you have boarded the aircraft, as we may
need to do this for operational, safety or security reasons.
5.5 Connections
Our flights are not intended for use in connecting with flights of other
carriers. Any connections are made at your own risk and if you have an onward
flight you will have to check in with your baggage for each portion of your
journey.
5.6 Aircraft
For your carriage we will try to provide the aircraft specified in our
timetable or specified to you at the time of issue of your ticket, however, we
cannot guarantee any particular aircraft type and we reserve the right to
substitute a different aircraft type. This may be necessary for operational,
safety or security reasons or because of unusual or unforseen circumstances
beyond our control. There may be occasions when it is necessary for us to
temporarily supplement our fleet with aircraft operated for our benefit by
another airline. Whenever another carrier operates your flight, the expressions
to we, our and us will also apply to such carrier.
ARTICLE 6
Check-in and Boarding
6.1 Check-in Deadlines
You must check-in by the check-in deadline. Check-in deadlines vary and your
journey will be smoother if you allow plenty of time to check in. Please find
out the check-in deadlines for your flights before you travel and keep to them.
If you do not complete the check-in process by the check-in deadline we may
cancel your reservation and not carry you. Also and at our discretion, or that
of our Authorised Agents, you may not be entitled to any refund of the fare
paid either by yourself or on your behalf by a third party. By completing the
check-in process we mean that you have received your boarding pass for your
flight.
6.2 Boarding Gate Deadlines
You must be present at the boarding gate not later than the time we give you
when you check in. We may decide not to carry you if you fail to arrive at the
boarding gate on time.
We will not be liable to you for any loss or expense you suffer if you fail to
meet check-in deadlines or fail to be at the boarding gate on time.
6.3 Administration
You are solely responsible for complying with all laws, regulations, orders,
demands and requirements of countries to be flown from, into or over and with
our Carrier’s Regulations and instructions given by us relating thereto. We
shall not be liable in any way whatsoever to you in connection with obtaining
necessary documents or complying with such laws, regulations, orders, demands,
requirements or instructions, whether given orally or in writing or otherwise,
or for the consequences to you resulting from your failure to obtain such
documents or to comply with such laws, regulations, orders, demands,
requirements or instructions.
ARTICLE 7
Refusal and Limitation of Carriage
7.1 Pre-Notified Right to Refuse Carriage
In the reasonable exercise of our discretion, we may refuse to carry you or
your baggage if we have notified you in writing that we would not at any time
after the date of such a notice carry you on our flights. In this circumstance
you will be entitled to a refund of the fare you have paid, plus any Taxes,
Fees and Charges, less any reasonable administration charge we may apply.
7.2 Right to Refuse Carriage
We may refuse to carry you or your Baggage, without refund, if one or more of the
following has occurred or we reasonably believe may occur:
7.2.1 If the carriage of you or your Baggage may endanger or affect the safety
of the aircraft or the safety, health or materially affect the comfort of other
passengers or crew;
7.2.2 If you are drunk or under the influence of drink or drugs or if you are,
or we reasonably believe you are, in unlawful possession of drugs;
7.2.3 lf your mental or physical state is a danger or risk to you, the aircraft
or any person in it;
7.2.4 If you have refused to allow a security check to be carried out on you or
your Baggage;
7.2.5 If you have not obeyed the instructions of our ground staff or a member
of the crew of the aircraft relating to safety or security and/or used
threatening, abusive or insulting words towards our ground staff or a member of
the crew of the aircraft;
7.2.6 If you have behaved in a threatening, abusive, insulting or disorderly
way towards a member of our ground staff or a member of the crew of the
aircraft;
7.2.7 If you have deliberately interfered with a member of the crew of the
aircraft carrying out their duties;
7.2.8 If you have put the safety of either the aircraft or any person in it in
danger;
7.2.9 If you have made a hoax threat relating to bombs, biological or chemical
weapons;
7.2.10 If you have committed a criminal offence during the check-in or boarding
processes or on board the aircraft;
7.2.11 If you have not, or do not appear to have, valid travel documents; if
you try to enter a country for which your travel documents are not valid;
destroy your travel documents during the flight, refuse to surrender your
travel documents to a member of the crew, against receipt, when so requested or
refuse to allow us to photo copy your travel documents;
7.2.12 If you ask the relevant government authorities for permission to enter a
country in which you have landed as a transit passenger; if carrying you would
break government laws, regulations, or orders; if you have refused to give us
information which a government authority has asked us to provide about you.
7.2.13 If you have not presented a valid Ticket;
If you have not paid the fare (including any Taxes, Fees or Charges) for your
journey;
If you have presented a Ticket acquired illegally;
If you have presented a Ticket which you did not buy from us or our Authorised
Agents;
If you have presented a Ticket which was not issued by us or our Authorised
Agents;
If you have presented a Ticket which has been reported as being lost or stolen;
If you have presented a counterfeit Ticket;
If you have presented a Ticket with an alteration made neither by us nor our
Authorised Agents;
If you have presented a spoiled, torn or damaged Ticket or a Ticket which has
been tampered with.
7.2.14 If you cannot prove you are the person named in the Ticket when
presenting for check-in or boarding. We reserve the right to retain such Ticket
in these circumstances.
7.2.15 If you have changed your transportation without our agreement as set out
in Article 3.2 and our Carrier’s Regulations.
7.2.16 If you have failed to present your Ticket or your Boarding Pass or your
travel documents to us when reasonably asked to do so; if you have failed to
complete the check-in process by the check-in deadline; if you have failed to
arrive at the boarding gate on time.
7.2.17 If you have behaved in a way mentioned above on or in connection with
aprevious flight and we believe you may repeat this behaviour.
7.3 Special Assistance
If you are a disabled person or have limited mobility or a special need and you
have told us or our Authorised Agents that you have special needs, such as a
wheelchair, or that you need special help and you have asked us or our
Authorised Agents to provide this; and we or our Authorised Agents have agreed,
before you check in, to provide for your special needs and/or give you special
help, we will not then refuse to carry you because of your disability, limited
mobility or special needs.
We may decide not to carry pregnant women; passengers who are ill, or
passengers who are disabled, have limited mobility or need special help if
arrangements to carry them have not been made at the time of booking. See
Carriers Regulations.
7.4 Fitness to Travel and Fly
Prior
to booking and boarding the aircraft for carriage you must be reasonably
satisfied that you are medically fit to travel and fly. Whenever you are aware
of a health condition you are obliged to seek professional medical advice
before flying with us. It is your responsibility to ensure that all such
precautions are in fact taken before, during and after your flight. We will not
be obliged to amend bookings in the event that you are unable to travel due to
a history related medical condition. See Articles 3.1 and 3.4
ARTICLE 8
Baggage
8.1 Free Baggage Allowance
You may carry some of your baggage free of charge. Your free baggage allowance
may be carried as specified and is subject to the conditions and limitations
contained in our Carrier’s Regulations.
8.2 Excess Baggage
The acceptance and carriage of Excess Baggage is at our discretion and you will
be required to pay a charge for the carriage of baggage over your free baggage
allowance. Outsize baggage, including but not limited to pushchairs, travel
cots, car seats, wheelchairs, bicycles and sporting equipment may be carried on
a limited release basis. No single item of baggage may weigh more than 32kg.
Details of the applicable Excess Baggage rates are available by contacting us
on +855 (0) 23 885 773.
8.3 Items Unacceptable as Baggage
You must not include in your baggage items which do not constitute baggage as
defined in Article 1 of these Conditions of Carriage.
8.3.1 You must not carry the following in your baggage (whether as Checked
Baggage or Unchecked Baggage):
# Those items you are forbidden from carrying by law.
# Items you are forbidden from carrying by our Carrier’s Regulations.
# Any item likely to put the aircraft or people or property on board the
aircraft in danger. These include the items shown in the “International Civil
Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of
Dangerous Goods by Air” and the “International Air Transport Association (IATA)
Dangerous Goods Regulations”.
# Items which we reasonably consider unsuitable for carriage because they are
dangerous, unsafe, too heavy, too big, fragile or perishable or because of
their shape or character. In deciding if items are unsuitable for carriage, we
will take account of the type of aircraft being used.
If we discover that you are carrying forbidden items, we will refuse to carry
them. Please ask us for information about forbidden items if you need it. We
may at our discretion accept as checked baggage workmen's tools on a limited
release basis, but they will not be permitted in the cabin of the aircraft.
8.3.2 Firearms
If you want to travel with firearms and ammunition (sporting guns), you must
obtain our permission in advance. If you do not, we may decide not to carry
them. All firearms and ammunition must be carried as Checked Baggage and we
will not allow you to take them into the aircraft cabin. All firearms carried
as Checked Baggage must be unloaded, have the safety catch on and be suitably
packed.
Carrying firearms and ammunition is covered by the lCAO Technical Instruction
and IATA Regulations referred to above. You must make sure that you have all
the documents you need for firearms and ammunition. If you do not, we may
decide not to carry them.
8.3.3 Dangerous Item
You must not take any item into the aircraft cabin if we tell you that we
reasonably believe that its presence there would affect the safety and security
of the aircraft or any person in it.
You must not take antique, toy or replica guns into the aircraft cabin. You
must not take swords, knives, archery bows, arrows or similar weapons into the
aircraft cabin. We may either tell you to check in these items as Checked
Baggage or refuse to carry them altogether.
8.3.4 Fragile, Perishable and Valuable Items
You must not include in your Checked Baggage fragile or perishable items or
items of special value including but not limited to:
# money;
# jewellery;
# precious metals;
# medication which may be required during the journey;
# computers;
# keys;
# personal electronic devices;
# share certificates, bonds and other valuable documents;
# business documents; or
# passports and other identification documents
# alcohol and cigarettes.
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 or damage caused to it.
8.3.5 Right to Refuse Baggage
We may refuse to carry as baggage such items described in Article 8 that are
prohibited from carriage as baggage and may refuse further carriage of any such
items on discovery. We may refuse to carry as baggage any item because of its
size, shape, weight or character. We may refuse to accept baggage for carriage
if we reasonably believe that it is not properly and securely packed in
suitable containers to ensure safe carriage with ordinary care in handling.
8.4 Right to Search
For reasons of safety and security we will ask to search and screen you and
search, screen or x-ray your baggage. We will always try to search, screen or
x-ray your baggage when you are present. However, if you are not available, we
may search your baggage in your absence. If you do not allow us to carry out
the necessary safety and security searches, screening and x-rays, we will
refuse to carry you and your baggage. If a search or screening causes damage to
you, or a search, screening or x-ray causes damage to your baggage, we will not
be liable for the damage unless it was caused by our negligence or fault.
8.5 Checked Baggage
Checked Baggage must have your name or other personal identification securely
affixed to it. You must ensure that your baggage is sufficiently robust and
secure to withstand the normal rigours of travel by air. Your baggage must be
properly locked and we will not be responsible for any loss to contents unless
such loss is due to our fault/negligence. When you check in your Checked
Baggage, we will give you a Baggage Identification Tag for each piece. We will
carry your Checked Baggage, whenever possible, on the same aircraft as you,
unless we decide for safety, security or operational reasons to carry it on
another flight. If we carry your Checked Baggage on another flight we will
deliver it to you, unless the law says you must be present for customs
clearance.
8.6 Unchecked Baggage
We set maximum dimensions and weights for Unchecked Baggage, which must also
fit under the seat in front of you or in an enclosed storage compartment in the
cabin of the aircraft. If your Unchecked Baggage exceeds the maximum dimensions
or weights or does not fit under the seat in front of you or in an enclosed
storage compartment or we decide it is not safe, you must check it in as
Checked Baggage. Or we may make arrangements with you to take such items from
you at the aircraft entrance, returning them to you when disembarking. Laptop
computers should always be taken as unchecked baggage and be removed from any
baggage and taken onboard, to be stowed under a single seat in front.
See Carrier Regulations for Baggage.
8.6.1 If you have an item of baggage (such as a musical instrument) larger or
heavier than the maximum dimensions and weight for Unchecked Baggage but
unsuitable to be carried as Checked Baggage, we will only accept this for
carriage if you have given us notice in advance and permission has been granted
by us in writing. The cost of such items may be charged for separately.
8.7 Collection and Delivery of Checked Baggage
Subject to Article 8.5.1, you must collect your Checked Baggage as soon as we
have made it available at your place of destination. If you do not collect it
within a reasonable time, we may charge you a storage fee. If you do not claim
your Checked Baggage within three months from the date we make it available, we
may dispose of it without any liability to you.
8.7.1 Only the person with the Baggage Identification Tag, and, if one has been
issued, the Baggage Receipt, is entitled to delivery of the Checked Baggage.
8.7.2 If a person claiming a piece of Checked Baggage cannot produce the
Baggage Identification Tag and, if one has been issued, the Baggage Receipt, we
will deliver the baggage to them only on condition that they can establish to
our satisfaction that the baggage is theirs and if required by us, such person
shall provide us with adequate security to indemnify us for any loss, damage or
expense which may be incurred by us as a result of such delivery.
8.7.3 lf the person with a Baggage Receipt or a Baggage Identification Tag
receives Checked Baggage without complaint, this will be sufficient evidence
that the Checked Baggage has been delivered in good condition and according to
the Contract of Carriage, unless you prove otherwise.
8.8 Animals
Except as provided below, we will not accept animals for carriage.
8.8.1 We will carry Guide Dogs accompanying sight/hearing impaired passengers
free of charge, together with containers and food, in addition to the normal
free baggage allowance on services, subject to aircraft safety, space and
capacity.
Acceptance for carriage of the above animals is subject to the condition that
the Passenger assumes full responsibility for such animal. We shall not be
liable for injury to or loss, delay, sickness or death of such an animal unless
caused by our fault or negligence.
8.9 Human Remains
Human remains will not be accepted for carriage on any route. However, the
carriage of human ashes is accepted subject to our Carrier’s Regulations.
8.10 Items Removed from Passengers by Security Personnel
We will not be responsible for, nor have any liability in respect of, items
removed from passengers’ baggage by airport security personnel acting in
accordance with international or government authority, whether or not any such
items are subsequently retained or destroyed by such airport security
personnel, or are passed by such airport security personnel to us.
ARTICLE 9
Schedules, Delays & Cancellations & Denied Boarding Compensation
The flight times shown in our timetables may change between the date of
publication and the date you actually travel. We do not guarantee these flight
times to you and they do not form part of your Contract of Carriage with us.
Before we accept your booking, we will tell you the scheduled departure time of
your flight in effect as of that time, and it will be shown on your Ticket or
Flight Confirmation Document/Itinerary and/or Receipt. It is possible that we
may need to change the scheduled departure time of your flight after you have
received your Ticket. If you provide us with contact information, we will
endeavour to notify you of any such changes.
9.1.1 If after you buy your Ticket we make a significant change to the
scheduled departure time of your flight and you find this change unacceptable
and we cannot book you on another flight which you are prepared to accept you
will be entitled to an involuntary refund of your fare.
9.1.2 Delays and Cancellations
At any time after a reservation has been made we may change our schedules
and/or cancel, terminate, divert, postpone or delay any flight for operational,
safety or security reasons or because of unusual or unforeseen circumstances
beyond our control. Upon the occurrence of any such events, the options
detailed are the sole and exclusive remedies to you and we shall have no
further liability to you, except as provided by the Warsaw or Montreal
Convention or EC Regulations.
We will take all reasonably necessary measures to avoid delay in carrying you
and your baggage:
? In the event of a cancellation we will make a refund in accordance with
Article 10 subject to any other options you may accept as stated in our
Carrier’s Regulations;
? In the event of a diversion we will arrange for you to be carried (at our
expense) to the Agreed Stopping Place or place of destination to which the
flight was intended to be bound;
? In the event of a delay or disruption to our published schedule we will apply
the procedures set out in our Carrier’s Regulations.
9.1.3 Denied Boarding Compensation
If you are denied boarding on an overbooked scheduled flight for which you have
both a valid Ticket and a confirmed reservation, we will pay you compensation
and provide extra services either as required by any law which may apply or as
set out in our denied boarding compensation policy as stated in our Carrier
Regulations.
ARTICLE 10
Refunds of Fares and Taxes, Fees and Charges
10.1 General
If we fail to provide carriage in accordance with the Contract of Carriage or
where a refund is payable in accordance with these Conditions of Carriage or
our Carrier’s Regulations, refund of the fare for your Ticket, or any unused
part of it, and any taxes, fees and charges, as applicable shall be made by us
in accordance with this Article and with our fare rules and Tariffs and our
Carrier’s Regulations. Applicable taxes, fees and charges paid at the time of
issue of your Ticket will be included in fare refunds where appropriate.
If after having made a reservation you do not fly with us, whether or not a
refund of the fare is payable you will be entitled to claim a refund of any
taxes, fees and charges paid by you which as a consequence we have no
obligation to pay to any Government or other authority. We reserve the right to
deduct a reasonable administration fee from any such refund where you fail to
fly with us despite a flight being available.
Unless we say otherwise, we will only make a refund either to the person named
on the Ticket or to the person who paid for the Ticket. If you want a refund
you must prove to us that you are the person named on the Ticket or, if this
applies, the person who paid for the Ticket.
If a Ticket has been paid for by someone other than the passenger named on it
and it says that there is a restriction on refund, we will only make the refund
to the person who paid for the Ticket.
Unless you are applying for a refund on a lost Ticket, we will only make the
refund if you first give us the Ticket and all unused flight coupons.
10.2 Involuntary Fare Refunds
If we cancel a flight or fail to stop at your destination and no alternative
flight is available, or we have refused to carry you in accordance with Article
7.1 or if a refund is otherwise due to you under these Conditions of Carriage,
the amount of the refund shall be:
* if you have not used any part of the Ticket, the refund will be equal to the
fare and any taxes, fees and charges you have paid.
* if you have used part of the Ticket, the refund will be equal to at least the
difference between the fare and any taxes, fees and charges you have paid and
the fare and any Ticket.
10.3 Voluntary Fare Refunds
If you are entitled to a refund of the fare for your Ticket for reasons other
than those set out in Article10.2, the amount of the refund shall be:
* if you have not used part of the Ticket, the refund will be equal to the fare
and taxes, fees and charges you have paid, less any cancellation and reasonable
administration fees.
* if you have used part of the ticket, the refund will be equal to at least the
difference between the fare and taxes, fees and charges you have paid and the
fare and any taxes, fees and charges for travel between the points for which
you have used the Ticket, less any cancellation and reasonable administration
fees.
10.4 Our Right to Refuse a Fare Refund
We may decide to refuse to give you a refund if you apply for it after the end
of the validity period for the Ticket purchased.
We may decide to refuse to give you a refund if, when you arrived in a country,
you presented your Ticket to us or to government officials as evidence of your
intention to leave that country, unless you can prove to us that you have
permission to stay in the country or you will be leaving the country on another
airline or on another form of transport.
10.5 Currency
We reserve the right to make a refund in the same manner and the same currency
used to pay for the Ticket.
ARTICLE 11
Conduct Aboard Aircraft
11.1 Unacceptable Behaviour
If, while you are on board the 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, 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, or in any other way behaved in breach of any law, regulation or
statute, 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 on your Ticket; 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.
11.2 Diversion Costs Caused by Unacceptable Behaviour
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.
11.3 Electronic Devices
For safety reasons, we may forbid or limit operation aboard the aircraft of
electronic equipment, including, but not limited to, mobile telephones; Iaptop
computers; personal recorders; personal radios; MP3, cassette and CD players; electronic
games or transmitting devices (for example, radio-controlled toys and
walkie-talkies). You must not use these items when we have told you that they
are not allowed.
The use of hearing aids and heart pacemakers is permitted.
ARTICLE 12
Arrangements for Additional Services
If we make arrangements for you with any third party to provide any services
other than carriage by air, or if we issue a Ticket or voucher relating to
transportation or services (other than carriage by air) provided by a third
party such as hotel reservations or car rental, in doing so we act only as your
agent. The terms and conditions of the third party service will apply and we
shall have no liability to you except for negligence on our part in making such
arrangements.
ARTICLE 13
Administrative Formalities
13.1 Travel Documents
Prior to travel, you must present all exit, entry, health and other documents
required by law, regulation, order, demand or other requirement of the
countries concerned, and permit us to take and retain copies thereof. We
reserve the right to refuse carriage if you have not complied with these
requirements, or your travel documents do not appear to be in order.
13.2 Refusal of Entry
If you are refused entry to a country, you must pay any fine, penalty or charge
imposed on us by the government concerned; any detention costs we are charged;
the fare for transporting you back to your place of departure; and any other
costs we reasonably pay or agree to pay.
We will not refund to you the fare for carrying you to the place where you were
denied entry.
13.3 Passenger Responsible for Fines, Detention Costs etc
You must repay us fines, detention costs and other charges. If we have to pay
any fine, penalty, fee, charge or costs (such as detention costs) because you
have failed to obey any laws or regulations, or other travel requirements of
the country to which you have travelled to or to produce the necessary
documents needed by that country, you must repay us the amount we have paid as
a result. We may take this amount from the value of any unused part of your
Ticket, or any of your money we have in our possession.
13.4 Customs Inspection
If necessary, you must be present when your baggage is inspected by customs or
other Government officials. We will not be liable to you for any damage you
suffer in the course of an inspection or because you are not present.
13.5 Security Screening
You must allow government officials, airport officials, or us to carry out
security screening of you or your baggage.
ARTICLE 14
Liability for Damage
14.1 Applicability
The liability of each carrier involved in your journey will be determined by
its own conditions of carriage. Our liability provisions are as follows:
14.2 Applicable Rules
The rules applicable to our liability shall be as provided by:
- The Convention, to the extent it applies; and EC Regulation 2027/97 as
amended by EC Regulation 889/2002 (when such amendment is effective); and
- To the extent not inconsistent with the above, applicable national law.
14.3 Death of or Injury to Passengers
14.3.1 There shall be no artificial limit to the amount of our liability for
death, wounding or bodily injury suffered by a Passenger in the event of an
accident on board the aircraft or in the course of embarking or disembarking.
14.3.2 For any damages up to the sum of the equivalent of 100,000 Special
Drawing Rights, we shall not exclude or limit our liability by proving that we
and our agents have taken all necessary measures to avoid the damage or that it
was impossible for us or our agents to take such measures.
14.3.3 Above the level of 100,000 Special Drawing Rights we shall be entitled
to the defences available under the Convention.
14.3.4 Notwithstanding the provisions of Article 14.3.2, if we prove that the
damage was caused by, or contributed to by, the negligence of the injured or
deceased Passenger; we may be exonerated wholly or partly from our liability in
accordance with applicable law.
14.3.5 We shall, without delay, and in any event not later than fifteen days
after the identity of the natural person entitled to compensation has been
established, make such advance payments as may be required to meet immediate
economic needs on a basis proportionate to the hardship suffered. Such payment
shall be of an amount not less than the equivalent of 15,000 Special Drawing
Rights (or 16,000 when EC Regulation 889/2002 has come into effect) per
Passenger in the event of death.
14.3.6 An advance payment shall not constitute recognition of liability and may
be offset against any subsequent sums paid on the basis of our liability, but
is not returnable, except in the cases described in Article 14.3.4 or in
circumstances where it is subsequently proved that the person who received the
advance payment caused, or contributed to, the damage by negligence or was not
the person entitled to compensation.
14.3.7 We are not responsible for any illness, injury or disability, including
death, attributable to your physical condition or for the aggravation of such
condition.
14.4 Baggage
14.4.1 Except in the case of an act or omission done with intent to cause
damage or recklessly and with knowledge that damage would probably result, our
liability in the case of damage to Baggage shall be limited as provided by the
Convention:
- where the Warsaw Convention applies, the limit will normally be 17 Special
Drawing Rights per kilo for Checked Baggage and 332 Special Drawing Rights for
Unchecked Baggage;
- where the Montreal Convention applies, the limit will be 1,000 Special Drawing
Rights per Passenger (for both Checked and Unchecked Baggage);
provided that if in accordance with applicable law different limits of
liability are applicable such different limits shall apply. If the weight of
your Checked Baggage is not recorded on the baggage check, it is presumed that
the total weight of the Checked Baggage does not exceed the applicable free
baggage allowance.
14.4.2 We will not be liable for damage to Unchecked Baggage unless such damage
is caused by our negligence.
14.4.3 We are not liable for any damage caused by your Baggage. You shall be
responsible for any damage caused by your Baggage to other persons or property,
including our property.
14.4.4 We shall have no liability whatsoever for damage to articles not
permitted to be contained in Checked Baggage under Article 8.3, including but
not limited to fragile or perishable items, items having a special value, such
as money, jewellery, precious metals, computers, personal electronic devices,
negotiable papers, securities, or other valuables, business documents,
passports and other identification documents, or samples.
14.5 General
14.5.1 We are not liable for any damage arising from our compliance with or
your failure to comply with applicable laws or Government rules and regulations.
14.5.2 Except as may be specifically provided otherwise in these Conditions of
Carriage or by applicable law, we shall be liable to you only for recoverable
compensatory damages for proven losses.
14.5.3 The contract of carriage, including these Conditions of Carriage and
exclusions or limits of liability, applies to our authorised agents, servants,
employees and representatives to the same extent as it and they apply to us.
The total amount recoverable from us and from such authorised agents, employees,
representatives and persons shall not exceed the amount of our own liability,
if any.
14.5.4 Nothing in these Conditions of Carriage shall waive any exclusion or
limitation of our liability under the Convention or applicable laws unless
otherwise expressly stated.
14.5.5 Nothing in these Conditions of Carriage shall waive any exclusion or
limitation of our liability or any defence available to us under the Convention
or applicable laws as against any public social insurance body or any person who
is liable to pay compensation or has paid compensation in respect of the death,
wounding or other bodily injury of a Passenger.
ARTICLE 15
Time Limitation for Claims and Actions
15.1 Notice of Claims
15.1.1 If your Checked Baggage is damaged (including partial loss) you must
advise us in writing immediately you discover the damage and, at the latest,
within (7) seven days from the date you received the Checked Baggage.
15.1.2 If your Checked Baggage is delayed, you must advise us in writing within
(21) twenty-one days at the latest of the Checked Baggage being made available
to you.
15.2 Limitation of Actions
You will have no right to damages if an action is not brought within two years
calculated from the date of arrival at the place of destination; the date on
which the aircraft ought to have arrived; or the date on which the carriage
stopped. The method of calculating the period of limitation will be determined
by the law of the court where the case is heard.
15.3 Modification and Waiver
None of our Authorised Agents, servants, employees or representatives has
authority to alter, modify or waive any provision of these Conditions of
Carriage.
ARTICLE 16
Our Regulations
Carriage of you and your baggage is also provided in accordance with certain other
regulations and conditions applying to or adopted by us. These regulations as
varied from time to time are important and concern among other things:
# unaccompanied minors;
# passengers with limited mobility;
# pregnant women and sick passengers;
# carriage of animals;
# forbidden items in baggage;
# restrictions on using electronic devices on board the aircraft;
# smoking and drinking alcohol on board the aircraft; and
# limits on the measurements, size and weight of baggage.
Further details on these regulations and conditions are available on our
Website or upon request.
ARTICLE 17
Interpretation
The title of each Article of these Conditions of Carriage is for convenience
only, and is not to be used for interpretation of the text.
ARTICLE 18
Choice of Law and Jurisdiction
Unless otherwise provided by the Convention or any applicable law, regulations,
orders or requirements:
i) These Conditions of Carriage and any carriage that we agree to provide to
you (whether relating to yourself and/or your baggage) shall be governed by the
laws of Cambodia; and ii) Any dispute between us concerning or arising out of
such carriage in any way whatsoever shall be subject to the non-exclusive
jurisdiction of the Courts of Cambodia.
Name and Address of Carrier
Helistar (Cambodia) Co., Ltd
No. 2, St. 134 Sangkat Mittapheap,
Khan 7 Makara Phnom Penh, Cambodia
CARRIER’S REGULATIONS
All travel remains subject to Helistar Cambodia Conditions of Carriage
and such Conditions prevail in the event of inconsistency with these Carrier’s
Regulations.
Reservations and Tickets
Helistar Cambodia 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.
Fares
Helistar Cambodia 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.
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.
Seat Requests
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
Helistar Cambodia must be advised of any passenger with special needs or
a medical condition at the time of reservation. 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. Please contact us on +855 (0) 23 885 773 or your local
contact centre with details quoting the Confirmation Reference in order to
obtain confirmation that we can accommodate the passenger on their chosen
flight(s). Helistar Cambodia 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.
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 Helistar Cambodia prior to the departure date of their flight.
Wheelchairs - folding wheelchairs will be carried free of charge and in
addition to the normal free baggage allowance. Special arrangements need to be
made and confirmation obtained for any other type of wheelchair to be carried.
Please telephone us on +855 (0) 23 885 773 or your local contact centre.
Expectant Mothers
Helistar Cambodia 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 and the end of their 35th 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 36th week of their pregnancy or in
the case of those who are expecting a multiple birth after the end of their
32nd week 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
Infants (defined as being children under the age of 2 years) may travel free of
charge, providing they are seated on the lap of the person accompanying them.
Infants under the age of 2 weeks cannot be accepted for travel. Infants of 6
months up to 2 years may occupy a suitable and approved car-type safety seat
and for which a separate seat must be purchased, at the applicable adult fare.
Only one infant per adult will be allowed to travel. Infants are not entitled
to a baggage allowance.
Children of age 2 years and over must occupy their own seat for which they must
pay the applicable fare.
Unaccompanied Minors
Helistar Cambodia does not accept unaccompanied minors under the age of 5
years for travel. Children under 5 years of age cannot travel unless they are
accompanied by a person of 16 years of age or over who will take responsibility
for the minor.
Baggage
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 20 kilos per passenger.
Excess Baggage Charges
Excess baggage will be charged at a rate of $2.50 per kilo per flight sector.
Hand Baggage
The following items are permitted onboard as cabin baggage, subject to size
restrictions; a coat, a handbag/clutch bag, small items of tax 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.
* Compressed gases (deeply refrigerated, flammable, non-flammable and
poisonous)
* Explosives (munitions, fireworks and flares)
* Corrosives (acids, alkalis, mercury and wet cell batteries)
* Radio-active material
* Flammable liquids and solids (lighter fuel, matches of any kind, paints,
thinners and fire-lighters)
* Poisons (weed-killer, insecticides and live virus or bacteria)
* Oxidising materials (peroxides and bleaching powder)
* Other items which are irritating or offensive materials or magnetised
materials
If you are in any doubt about what you can carry on board an aircraft please
contact us on +855 (0) 23 885 773 or your local contact centre
Firearms
Helistar Cambodia 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 +855 (0) 23 855 773. Items which must
not be carried on board or in cabin baggage:
# Darts
# Toy or Replica Guns (plastic or metal)
# Billiard, Snooker or Pool Cues, Bats (including Tennis Rackets)
# Catapults
# Laser pens
# Personal Attack Alarms
# Tradesmen’s Tools
# Knives with Blades of any length
# Household Cutlery
# Razor Blades
# Paper Knives
# Sporting Bats
# Hypodermic Syringes (unless supported by medical evidence)
# Knitting Needles
# Scissors
# Swords, Archery Bows and Arrows or similar
# Self Heating Drinks or Food
# Any other item which in our reasonable opinion could be used to endanger the
aircraft or any of the passengers or crew
Restricted Items
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 +855 (0) 23 855 773 or your local contact centre.
Items which you MUST NOT include within your Checked Baggage but not limited to:-
# Money
# Jewellery
# Precious Metals
# Medication which may be required during the journey;
# Computers
# Personal Electronic Devices
# Car or House Keys
# Share Certificates, Bonds and other Valuable Documents
# Business Documents
# Passports or other Identification Documents
# Fragile or Valuable Items
# Perishable Foods or other Items
Non Standard Items of Baggage
# Musical Instruments
# Cycles
# Snowboards
# Skis
# Golf Clubs
These items/sets will be subject to the relevant excess baggage charges if
applicable and, subject to prior arrangement, available aircraft “hold” space
and confirmation. Please contact us on +855 (0) 23 855 773.
Any item which would require it to be loaded into the cabin of the aircraft
will attract a charge of the applicable fare for the purchase of an additional
seat for that item. Subject to prior arrangement and confirmation. Please
contact us on +855 (0) 23 855 773 or your local contact centre.
Animals/Pets
Helistar Cambodia 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, Helistar Cambodia liability for loss, delay or damage to
baggage is limited and the settlement of any claim is based upon the Montreal
Convention. Helistar Cambodia 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 a Helistar Cambodia
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.
Check-in
Our check-in will normally open 1 hour prior to the scheduled departure time of
the 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.
Helistar Cambodia 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 check-in at least 1 hour prior to scheduled
departure 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 check-in at least 1 hour prior to
the scheduled departure 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 Helistar Cambodia 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 Helistar Cambodia does not operate a connecting flight
service with any airline and therefore, if you have an onward flight you will
need to check-in with your baggage for each portion of your journey. Helistar Cambodia is unable to accept responsibility for you making any onward
flight connections.
Boarding Pass
Once you have completed the check-in process, we will issue you with a boarding
pass.
Departure Gate
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
Helistar Cambodia 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 EC Regulation 261/2004 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 you 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 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.
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 Asia 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:-
·
A
confirmed reservation;
·
A
valid Confirmation Reference;
·
And
for which you have checked-in within the specified minimum check-in time,
because it is oversold, you will be entitled to receive Denied Boarding
Compensation.
In
addition to the appropriate level of compensation we will give you the choice
of:
·
a
full refund on your ticket; or
·
a
seat on another of our flights as a soon as possible; or
·
a
seat on another of our flights at a later date of your choice (subject to
availability)
Helistar Cambodia 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. In addition,
passengers’ rights in respect of a delay only arise if they have presented
themselves for check-in in good time. If you do have any complaints regarding
your ability to exercise your rights, please contact our customer relations
department.
Conduct On Board Aircraft
At our discretion Helistar Cambodia will supply and serve, if appropriate
alcoholic beverages, to passengers on board our aircraft. Passengers are,
however, prohibited from consuming alcoholic beverages on Helistar Cambodia services which they have supplied themselves or been supplied by a third
party.
All
Helistar Cambodia services are non smoking. Passengers should note that
smoking is strictly forbidden and all necessary measures will be taken to stop
any passenger from infringing this policy.
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.
If,
while you are on board an Helistar Cambodia 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.
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