General Terms and Conditions of Sales at flibco.com

The Flibco.com transport services marketing website (the "Website") is managed by FlibTravel International, a public limited company registered under Luxembourg law, having its registered office at 4, rue Belair, L-4514 DIFFERDANGE, Grand-Duchy of Luxembourg and registered with the Luxembourg Trade and Companies Register, section B under number 177392, e-mail: [email protected] (hereinafter "FlibTravel").

GENERAL CONDITIONS OF BOOKING, SALE AND COACH TRANSPORT

Article 1. Scope of application

These General Terms and Conditions of Sale ("GTCS") apply to all bookings made via the Booking Tools between FlibTravel and Customers (as defined below) relating to coach passenger transport services on the transport lines offered by FlibTravel (the "Bookings") and to the transport of these passengers (the "Transport").

As FlibTravel is not a road passenger transport professional, the Transport is carried out by road passenger transport professionals, partners of FlibTravel (the "Providers").

These GTCS come into force on the day they are published on the Website.

The Customer and FlibTravel are collectively referred to as the "Parties" in these GTCS.

Certain specific provisions of these GTCS apply to Customers who are natural persons acting for purposes that do not fall within the scope of their commercial, industrial, craft or self-employed activities. In such cases, they will be specifically referred to as "Consumer Customers" and considered as such in these GTCS.

For the purposes hereof, it is understood that all charges and rates indicated in these GTCS in EUR, shall eventually be understood as their equivalent in the currency having currency in the country from which a Booking is made. The applicable conversion rate will be that in force at the time of the transaction in question.

1.1. Definitions

Unless otherwise stipulated in these GTCS, capitalised terms have the meaning given to them in this article 1.1. The terms defined below apply to both the singular and the plural:

1.2 Legal capacity

By making one or more Bookings, the Customer declares that he/she is at least 18 years old and has full legal capacity to make such a Booking.

The Customer agrees to assume responsibility for all Bookings made on his/her User Account, irrespective of whom the Booking is made by. The Customer further agrees to keep its User Account details secret and take all reasonable precautions to prevent unauthorised or fraudulent use of them.

1.3. Use of the Website

1.3.1 Authorised price comparators may sign a contract with FlibTravel in which FlibTravel authorises the receipt, processing and publication of prices and timetables from Shuttle Bus Services from FlibTravel.

1.3.2 It is forbidden to use the Website for non-private or commercial purposes. The use of automatic systems for extracting data from this site for commercial purposes is prohibited. FlibTravel reserves the right to take action in the event of any breach of these provisions.

Article 2. General terms and conditions of booking and sale

The purpose of the provisions detailed below is to define the terms and conditions for the provision of services and the sale of related Transport tickets, concluded via the Booking Tools between FlibTravel and Customers and relating to one or more Shuttle Bus Services.

In the event that the Customer has made a Booking for one or more Passengers, the Customer must inform these Passengers of these GTCS, who will then be bound by the obligations incumbent upon them by virtue of these GTCS. For the avoidance of doubt, any Passenger travelling on a Transport Line must comply with these GTCS.

2.1. Prerequisites for Booking

The Customer has access, free of charge and without a User Account, via the Website, in the "Timetables" and "Bus Stops" tabs, to all the routes on which FlibTravel offers its Shuttle Bus Services as well as to all the possible pick-up times according to the stops defined on these routes.

To make a Booking on the home page of the Website, the Customer can first either log into their User Account or, failing that, register on the form page provided for this purpose.

In order to create a User Account, the Customer must provide certain Mandatory Personal Information, the veracity of which he/she guarantees. Customers are free to choose whether or not to complete the fields that are not mandatory.

Once the Compulsory Personal Information has been completed and sent to FlibTravel, the Customer will receive an e-mail at the e-mail address they provided when registering.

The Customer must follow the instructions contained in this e-mail in order to finalise their registration.

2.2. General Booking Provisions

2.2.1. The Customer makes a Booking request directly via the Booking Tools.

To make a Booking via the Website, the Customer:

1. selects "Shuttle Bus";
2. selects the desired Pick-up Location from the possible choices in the drop-down panel provided;
3. selects the desired Destination from the choices available in the drop-down panel provided for this purpose, depending on the place of Pick-up;
4. selects between a one-way or return journey;
5. selects the date and time of the outward journey and, if applicable, the return journey;
6. indicates the number of Passengers (adults and children under four (4) years of age) who will be taking part in the Transport.

The Customer will be redirected to a page on the Website offering the respective fares for the different Routes and departure times of the Transport selected.

Once the Customer has selected the outward and, if applicable, the return Transport, the Customer must complete the following fields: surname(s), first name(s), telephone, e-mail address, destination/origin of their journey by air, billing address and confirm that they have read the General Terms and Conditions.

The Customer may decide whether or not to take out additional insurance (see conditions at the following link: insurance terms).

The Customer retains the possibility of modifying his or her choices for Transport up until the moment of online payment.

If the Customer makes a Booking for a Shuttle Bus Service to an airport, it is the Customer's responsibility to allow sufficient time (at least three (3) hours) between the scheduled arrival time at the airport, according to the timetables of the Transport Line concerned, and the departure time of the flight.

For the Destination "Budapest Airport", a maximum period of twelve (12) hours before departure is required to make a Booking.

For the Destination "Florence to Pisa Airport", a maximum period of six (6) hours before departure is required to make a Booking.

For the Destination "Pisa Airport to Florence", a maximum period of three (3) hours before departure is required to make a Booking.

If this time is not sufficient, neither FlibTravel nor the Service Provider may be held liable for any damage suffered as a result of any delay in reaching the airport or any delay at the airport.

2.2.2. Provisions applicable to Bookings for routes Brussels - Charleroi and Stansted Airport – London ONLY

The Customer who makes a Booking request for the lines Brussels – Charleroi and Stansted Airport - London will be directed to a page on the Website where he/she can select a fare from the three proposals below:

• Eco tariff (light)
• Standard tariff (smart)
• The higher rate (plus)
•  

2.2.3.

The Booking is not concluded until payment of the Price has been made and the Customer has received the confirmation e-mail. The Customer may either download their ticket via their User Account directly onto their smartphone, or print their ticket from their User Account, or present their confirmation e-mail when boarding the Coach.

2.2.4.

Once payment of the Price has been made in accordance with article 2.4. of these GTCS, an e-mail confirming the Booking will be sent to the Customer by FlibTravel.

2.2.5.

Subscription to options such as "Fast Track" and "VIP Lounge" (if available) will be confirmed separately in a second e-mail to be presented at Brussels-Charleroi airport.

2.2.6.

In accordance with the provisions applicable to consumer law, the entire Shuttle Bus Service offered by FlibTravel is not subject to the application of the right of withdrawal in respect of distance and off-premises contracts.

Consequently, Shuttle Bus Services booked via the Booking Tools are exclusively subject to the cancellation conditions detailed in article 2.8. of these GTCS.

2.3. Purchases at the airport and in Coaches

The Customer also has the possibility of purchasing a ticket directly from the sales counters located in airports, from resellers approved by FlibTravel and from the Driver, for a single journey only, at the time of Collection, subject to the availability of seats in the Coach.

In this case, the Customer expressly acknowledges and accepts that he/she will no longer be able to cancel the Shuttle Bus Service.

2.4. Prices and payment terms

2.4.1. Applicable to Bookings via the Booking Tools

The Customer must pay the Price at the time of the Booking. The Price will be deemed to have been paid when FlibTravel has been credited with the amount of the Price for the Booking of one or more Shuttle Bus Services.

The Price includes all taxes.

Bookings made via the Website or the Application are not subject to any handling fees and payments are made online using the payment methods offered by FlibTravel.

Payment for tickets may be made by Visa, Mastercard, Maestro, American Express, Paypal (only for payment in Euro) or Amazon Pay for online purchases, in cash, Visa, Mastercard, V-pay or Maestro for purchases at ticket offices, travel agencies or retailers approved by Flibtravel.

The Price will be paid in the currency prevailing at the place of departure of the Transport and any refund will be made in the same currency.

When paying the Price, the Customer will be invited to make a non-refundable donation to an association. This choice remains purely discretionary on the part of the Customer.

The Customer is hereby informed that in the case of payment by bank card, FlibTravel's payment service provider will only accept payments of at least one (1) euro (or equivalent in the currency applicable to the Transport). Payments of less than one (1) euro (or equivalent in the currency applicable to the Transport) will not be accepted by bank card. FlibTravel may not be held liable for any prejudice arising from this method of payment, which is beyond its control. This method of payment is applicable even if a promotional code, credit note or equivalent is used.

2.4.2. Applicable to airport and Coach purchases

Tickets purchased directly at the airport or in the Coach may be subject to a handling fee, the amount of which, per ticket, may vary depending on the route.

If you purchase a ticket directly on the bus or at Brussels South train station to Charleroi airport, payment must be made by credit card only. Cash payments are not accepted.

If you purchase a ticket directly from the airport ticket office, cash and credit card payments are accepted.

2.5. Special requests

2.5.1. People with reduced mobility (PRM customers)

For UK Transport Lines only, the Coaches have a wheelchair access system and are equipped with access ramps.

For all other Transport Lines, the Coaches do not currently have a wheelchair access system and are not equipped with access ramps.

In any case, Passengers are required by law to ensure that any designated wheelchair space on a Coach is made available if a Passenger wishing to board with a wheelchair (or, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter).

Passengers are required to co-operate in allowing proper use of the designated wheelchair space by vacating this space if it is required by a Passenger in a wheelchair (or, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter).

PRM Customers may be accompanied by their Companion or Guide Dog at no Extra Charge.

The Companion will travel free of charge, provided that he/she has made a Booking at least seventy-two (72) hours before departure by e-mail to the FlibTravel ([email protected]) customer service department.

The PRM Customer may then order the Route and pay the Price in accordance with article 2.4. of these GTCS.

The Companion and the Guide Dog will be transported free of charge provided that they present an official document issued by the competent authorities justifying their status as a Companion for people with reduced mobility. Acceptance or refusal of the official title will be discretionary.

The PRM Customer expressly acknowledges and accepts that, in the event that his/her Companion does not present such proof to the Driver at the time of the Pick-up, the Driver will inform the PRM Customer as soon as possible of the following.

FlibTravel may refuse to take charge of the Companion or Guide Dog without any right to Reimbursement for the PRM Customer.

For line Lille - Lille Airport only:

4 seats dedicated to PRM customers are available per bus and per departure. Booking is not compulsory but strongly recommended in order to guarantee a seat for the PRM customer and any accompanying person.

Without prior Booking, tickets will be sold subject to availability at the time of departure.

The PRM Customer may be accompanied by his/her Companion or his/her Guide Dog at no Extra Cost, provided that he/she presents an official document issued by the competent authorities justifying his/her status as a Companion for persons with reduced mobility. The PRM Customer expressly acknowledges and accepts that, in the event that his/her Companion does not present such proof to the Driver at the time of Collection, the latter will inform FlibTravel as soon as possible who may refuse to collect the Companion or Guide Dog without any right to Reimbursement for the PRM Customer.

2.5.2. Animals

Animals are not permitted on board Coaches.

This restriction does not apply to Guide Dogs as mentioned in article 2.5.1.

2.5.3. Transport of Special Luggage

Coaches have limited capacity.

Special Luggage may be carried subject to availability of space in the Coach's hold.

Strollers are considered as Special Luggage. In order to be accepted on the Coach by the Driver, in addition to the availability of space in the hold, strollers must be foldable.

The Driver reserves the right to refuse any Special Luggage due to a lack of available space in the hold of the Coach. If, for this reason, the Passenger decides to withdraw from the Transport, no Refund will be due and the Price paid will remain the property of FlibTravel.

2.6. Additional information

2.6.1. Children

When making a Booking, the Customer must specify whether a Child will be travelling on the Route.

Children under the age of four (4) accompanied by a person of at least eighteen (18) years of age may travel provided that they appear on the Customer's or Passenger's ticket.

The ticket mentions the Customer's (or Passenger's) name, so the Customer (or Passenger) does not receive a specific ticket for the Child in addition to his/her own.

The Transport of children under the age of four (4) is free of charge, subject to a limit of one child per adult Customer, with the exception of the "Budapest Airport" Line, for which the fare corresponds to the standard adult Price.

For Lines departing from and arriving in Belgium, Milano Bergamo Airport - Milano Centrale railway station, and Stansted Airport - London, the carriage of Children under four (4) years of age is free of charge. Child fares are available for children aged between four (4) and fourteen (14). For children over fourteen (14), the adult fare applies.

If this information is not provided by the Customer at the time of Booking, the Driver, at the time of Collection, will charge an additional Transport fare for the Child, at the adult fare and subject to the availability of seats in the Coach.

The Customer expressly acknowledges that the Coaches are not equipped with seats suitable for Children and cannot hold FlibTravel and/or the Provider responsible in this respect.

FlibTravel and/or the Driver reserve the right to refuse the Booking, respectively the Pick-up of a Child under the age of sixteen (16), if he/she is not accompanied by a person of at least eighteen (18) years of age. Beyond the age of sixteen (16), the Child may be transported alone on condition that he/she has parental authorisation, legalised by the local administration or the police station, authorising him/her to do so.

2.6.2. Fast Track & Lounge

FlibTravel offers the Customer the possibility of booking the services offered by Brussels-Charleroi airport "Fast Track & Lounge" or only "Lounge" directly by making a Booking.

The terms and conditions of these services are available at: Fast Track & Lounge Terms.

Cancellation of this service will only be possible if the Booking is cancelled.

2.6.3. Insurance

For a journey to an airport, FlibTravel offers the Customer additional insurance for the amount of €1.99 (or its equivalent in the currency applicable to the Transport - cancellation of ticket, destruction, damage, theft or loss of luggage, missed flight).

For a journey from an airport, FlibTravel offers the Customer additional insurance for the amount of €0.99 (or its equivalent in the currency applicable to the Transport - cancellation of ticket, destruction, damage, theft or loss of luggage) in order to provide the best possible protection.

The corresponding return ticket is also insured for as long as the outward ticket has not been cancelled.

The general terms and conditions of our insurance partner can be accessed at this link: Insurance Conditions. To make a declaration and/or a claim, the Customer should first contact the FlibTravel customer service department at: [email protected] or Flibtravel International, 4 rue Belair L-4514 Differdange.

Cancellation of this service will only be possible in the event of cancellation of the Booking and under the same conditions as described in article 2.8. of these GTCS.

2.6.4. Selecting the telephone number

In order to improve our services and user experience, we may collect your IP address to automatically detect your country location. This will allow us to provide a more localised and tailored experience, such as displaying region-specific content and options. We may use a reputable third-party API to perform this geolocation based on IP addresses, ensuring both accuracy and security.

2.7. Conclusion of the contract

When the Customer makes a Booking, pays the Price and receives the confirmation e-mail, the contract is concluded.

Each Booking constitutes an autonomous and independent contract.

The conclusion of such a contract implies, on the part of the Customer, unreserved acceptance of these GTCS, which the Customer acknowledges having read before making the Booking.

2.8. Cancellation and refund procedures

2.8.1. Common provisions

The Customer may cancel their Booking up to six (6) hours before departure for Flibco lines and up to the day before departure for the lines Milano Bergamo Airport - Milano Centrale railway station, Lille Airport - Lille City Center, Malpensa Airport – Novarra and Stansted Airport - London, which will give rise to a credit note.

To do this, the Customer must go to their User Account, in the "My flibco" section, and cancel the Transport ticket(s) concerned under the "Next Trips" tab.

In the event of cancellation of a Booking by the Customer, the Customer will receive an e-mail with details of the cancellation and, where applicable, a credit note/voucher for an amount equivalent to the price of the ticket(s).

This credit note/voucher, in the form of a promotional code, will be valid for twelve (12) months and may be used to pay in full for the Customer's future Bookings for Shuttle Bus Service. Insofar as is necessary, it is specified that the credit note/voucher in the form of a promotional code must be used on a single occasion, failing which the remaining unused amount will be lost, with no obligation on FlibTravel to extend the validity of the credit note/voucher or otherwise reimburse the Customer for the monetary value of the credit note.

It is specified, insofar as is necessary, that in the event of cancellation of the Booking and/or a request for a Refund, no Donation will be refunded.

2.8.2. Provisions applicable to Lines Brussels-Charleroi, Milano Bergamo Airport - Milano Centrale railway station, Lille Airport – Lille City Center, Malpensa Airport – Novarra and Stansted Airport - London ONLY

The ticket is valid at all times for a whole day and until 4am the following day.

2.8.3. Provisions applicable to the Brussels-Charleroi and Stansted Airport – London ONLY

The eco fare (light): this option is non-refundable, non-changeable and does not include insurance.

Standard fare (smart): this option is non-refundable but can be changed (up to 3 times and up to one day before the departure date) and does not include insurance.

The higher (plus) fare: this option is refundable with a voucher, in the same conditions as stated in clause 2.8.1. above, changeable (up to 3 times and up to one day before the departure date) and includes insurance.

Article 3. General conditions of Transport

3.1. Transport tickets

The ticket embodies the contract between the Customer, FlibTravel and the Provider. In principle, confirmation of the Booking constitutes sufficient proof of the contract.

Tickets are strictly personal and cannot be sold or transferred to a third party.

The Customer may not hold either FlibTravel or the Service Provider responsible for the loss or deterioration of his or her Transport ticket.

Any Booking involving arrival at or departure from Brussels South Charleroi Airport will be subject to the Passenger holding a confirmed air ticket.

If the Passenger is unable to present a valid ticket, either in printed form or on a smartphone, when they are collected, they will be refused access to the Coach and no Refund will be due, the Price paid remaining the property of FlibTravel.

The Passenger must retain their ticket for inspection by a company official on demand throughout their journey. If they are unable to show this, or if it has expired or been altered or tampered with, the Passenger will be liable to pay a fare for the journey, as notified by the company official. FlibTravel will not refund this fare if the Passenger later finds the missing ticket.

Passengers may be liable to prosecution if they do not hold a valid ticket or other relevant documentation required to travel on the Coach.

3.2. Management

There is no allocated seat in the Coach, so the Passenger is not entitled to demand the occupation of a particular seat. Passengers may only consider changing their seat with the agreement of the Passenger occupying the seat.

The Passenger is also not entitled to occupy a seat by placing luggage or other personal effects on it or by occupying two or more seats, unless they have reserved and paid for these additional seats on the Coach.

3.3. Luggage

The Shuttle Bus Service enables Customers and Passengers to have luggage transported in accordance with the procedures detailed below, as well as Special Luggage, on the express condition that the Customer or Passenger also participates in the Transport. FlibTravel will not accept to transport luggage without Passengers.

3.3.1. Authorised Luggage

The Shuttle Bus Service offered by FlibTravel includes the right for each Passenger to have:

For the line from/to Brussels-Charleroi and Stansted Airport - London:

• Economy fare (light):
  1 hand luggage item (max. 35 cm x 20 cm x 20 cm, max. 10 kg)
• Standard fare (smart):
  1 hand luggage item (same as above) +
  1 luggage item in the Coach’s hold (max. 55 cm x 85 cm x 40 cm, max. 25 kg)
• Premium rate (plus):
  1 hand luggage item (same as above) +
  2 luggage items in the hold (same size/weight)

For all lines from/to Brussels Airport Zaventem and Charleroi Airport:

• 1 hand luggage item (max. 35 cm x 20 cm x 20 cm, max. 10 kg)
• 3 luggage items in the Coach’s hold (max. 55 cm x 85 cm x 40 cm, max. 25 kg each)

For all other Flibco lines:

• 1 hand luggage item (max. 35 cm x 20 cm x 20 cm, max. 10 kg)
• 1 luggage item in the Coach’s hold (max. 55 cm x 85 cm x 40 cm, max. 25 kg)

The Driver has the right to refuse additional luggage. If, for this reason, the Passenger decides to withdraw from the Transport, no Refund will be due and the Price paid will remain the property of FlibTravel.

These size and weight restrictions do not apply to orthopaedic and/or medical equipment for PRM Customers, within the limits of the space available in the Coach's hold.

All luggage on wheels, whatever its size and weight, must be placed in the hold of the Coach.

3.3.2. Dangerous and/or unsuitable luggage

Luggage may not contain objects that could endanger Passengers, the Driver, FlibTravel or its staff and/or damage the Coach.

Luggage must not be of such a nature as to cause discomfort to other Passengers due to its appearance, smell or size. In such cases, the Driver has the right to refuse the luggage. If, for this reason, the Passenger decides to withdraw from the Transport, no Refund will be due and the Price paid will remain the property of FlibTravel.

Items such as bicycles, skis, musical instruments, televisions, screens or domestic appliances are strictly prohibited. The Provider will not be held responsible for any damage to this type of luggage.

Any ordinary weapon or authorised firearm (e.g. hunting rifle, collectors' weapons) must be notified in advance to FlibTravel and the Driver. They may only be carried in the hold of the Coach subject to the prior agreement of FlibTravel and the Provider and proof of authorisation to carry weapons.

It is forbidden to carry illegal or flammable products, explosive, radioactive, foul-smelling or caustic substances on board and they must not be carried under any circumstances (save as set out above) on any Coach.

3.3.3. Packaging and labelling of luggage

The packaging of the luggage is the sole responsibility of the Customer. All items transported must be suitably packed in suitcases, bags or other suitable containers that can withstand normal handling. Fragile items must be adequately packed.

All luggage must be identified by a label stating the name of the Passenger to whom it belongs, his/her address and telephone number.

The Driver reserves the right to refuse any luggage that does not meet the above conditions. If, for this reason, the Passenger decides to withdraw from the Transport, no Refund will be due and the Price paid will remain the property of FlibTravel.

3.4. Inspection rights

For safety reasons, the Customer expressly accepts that the Driver may inspect the luggage at the time of Collection.

If the Passenger refuses to inspect the luggage, the Driver reserves the right to refuse to accept the Passenger and/or the luggage, without this refusal entitling the Passenger to any Refund, the Price paid remaining the property of FlibTravel, or to any claims for damages.

3.5. Valuable items

Valuables such as cash, jewellery, precious metals, keys, glasses (sunglasses and/or prescription glasses), electronic devices (laptops, iPads, tablets, MP3 players, mobile phones, cameras), contact lenses, prostheses, medicines, important documents (diplomas, certificates, IDs, passports, driving licences, titles), etc., fragile objects and any object whose new market value exceeds EUR 300 (or its equivalent in the currency applicable to the Transport) must be carried in luggage that the Passenger keeps with them during the Transport and not in luggage placed in the hold of the Coach, and must be under their care.

3.6. Timetables, timetable changes and delays

3.6.1. Common provisions

The pick-up time is indicated in the confirmation e-mail and on the ticket.

Except in the case of gross negligence or wilful misconduct, the Service Provider and/or FlibTravel is not liable for the consequences of delays on departure or arrival. Events such as traffic jams, delays, roadworks, accidents, extreme weather conditions, technical problems or the behaviour of other Passengers may cause delays and are in no way attributable to the Service Provider or FlibTravel, who are not liable to pay any compensation whatsoever to the Customer and/or Passenger.

Wherever possible, the Service Provider and/or FlibTravel will take reasonable steps to advise the Customer or Passenger of any disruption to services, but in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to the Passenger as a result of the Coach being fully loaded or for any other reasons, the Service Provider and FlibTravel shall not be liable for losses, damages, cost or inconvenience that the Customer or a Passenger may suffer as a result.

The Service Provider reserves the right to make changes to the timetable, if necessary, in particular to enable the application of decisions taken by the competent authorities.

It is possible that changes may be made to the timetable and the Stops scheduled after the ticket has been issued. If changes are made before departure (both to the timetable and to the Stop), FlibTravel undertakes to send an alert to the Customer by any useful means of communication, without prejudice to the possibility for the Customer to find out about any changes before their departure (or the departure of the Passenger if they are not the Customer) directly on the Website.

If, for reasons beyond the Provider’s and/or Flibtravel’s control, the Destination is not accessible by coach, the Provider and/or Flibtravel is/are entitled to choose another place of arrival close to that initially planned.

In the event that the actual arrival time differs by more than three (3) hours from the arrival time indicated in the confirmation e-mail and on the Transport ticket and that the Customer has observed and complied with all his obligations under these GTCS, FlibTravel undertakes to refund in full the Price paid for the Shuttle Bus Service.

Tickets paid for but not used are not refundable. However, FlibTravel may authorise the Customer and/or Passenger to travel on the next Coach free of charge, subject to availability.

FlibTravel does not in any way exclude or limit its liability for death or personal injury resulting from its negligence nor are the Customer’s and any Passenger’s statutory rights as a consumer affected.

3.6.2. Derogations

For Lines Brussels-Charleroi, Milan Bergamo Airport – Milan Central Railway Station, Lille Airport-Lille City Center, Malpensa Airport – Novarra and Stansted Airport - London, tickets are valid for a whole day, so there is no indication of the departure or arrival time, either in the confirmation e-mail or on the ticket. Tickets are also valid in both directions.

3.6.3. Delay and cancellation

In the event that FlibTravel can reasonably expect the Transport to be cancelled or the departure of the Transport to be delayed by more than one hundred and twenty (120) minutes, the Passenger will be offered the choice between:

• continuation of the Transport or re-routing to the Destination as set out in the contract, at no additional cost, under comparable conditions and as quickly as possible;
• Reimbursement of the price of the ticket and, if necessary, free return Transport, by bus or Coach, as soon as possible, to the initial point of departure as set out in the contract.

In the event that FlibTravel is unable to offer the Passenger the choice referred to in the previous paragraph, the Passenger will be entitled to compensation equivalent to fifty (50) percent of the price of the ticket, in addition to the Reimbursement referred to in the previous paragraph. In accordance with the relevant European provisions, the Reimbursement shall be made to the bank card used to make the payment by the Customer. This amount will be paid by FlibTravel in the month following the submission of the claim by the Passenger.

In the event that the Coach becomes unusable during the Route, FlibTravel will offer either the continuation of the Transport in another vehicle, from the point where the Coach is immobilised, or the Transport between the point where the Coach is immobilised and a waiting point or a suitable station, from where the continuation of the Route becomes possible.

3.6.4. Information

1. In the event of cancellation or delayed departure of a scheduled service on one of the Transport Lines, Passengers departing from the Stops will be informed of the situation by FlibTravel, as soon as possible and in any event no later than thirty (30) minutes after the scheduled departure time, as well as the estimated departure time, as soon as this information is available.
2. If Passengers miss a scheduled connecting service due to cancellation or delay, FlibTravel shall make reasonable efforts to inform the Passengers concerned of other available connections.
3. FlibTravel shall ensure that disabled persons and PRM Customers receive, in accessible formats, the information required under paragraphs 1 and 2 above.

4. As far as possible, the information required pursuant to paragraphs 1 and 2 above shall be communicated electronically to all Passengers, within the time limits set out in paragraph 1, where the Passenger has requested this and provided FlibTravel with the necessary contact details.

    

3.6.5. Assistance in the event of cancellation or delayed departure

In the event of cancellation or departure from a Stop delayed by more than ninety (90) minutes for a Transport scheduled to last more than three hours, FlibTravel will offer the Passenger free of charge:

• snacks, meals or refreshments in reasonable quantities having regard to the waiting time or delay, provided that they are available on board the bus or at the Stop or that they can reasonably be delivered;
• a hotel room or other form of accommodation and assistance with transport between the Stopover and the place of accommodation if a stay of one night or more proves necessary, up to a limit of EUR 80 (or its equivalent in the currency applicable to the Transport) per Passenger per night and for a maximum of two nights, not including transport in both directions between the Stopover and the place of accommodation.

When applying this article, FlibTravel will pay a particular attention to the needs of disabled people and PRM Customers, as well as any person accompanying them.

The remedies listed above shall be the Passenger’s (and any Customer, where the Customer is not the Passenger) sole remedies in circumstances outlined in this article 3.6.5 and, except as provided in this article 3.6.5, FlibTravel shall not be liable for any loss, damage, liability, cost or expense suffered or incurred by the Customer, Passenger, or any third party as a result of any alteration, cancellation or withdrawal of any service by FlibTravel.

3.7. Obligations of the Customer / Passenger

Each Passenger must arrive at the Pick-up location at least ten (10) minutes before the departure time indicated in the confirmation e-mail and on the ticket.

After this period, the Driver shall notify FlibTravel of the Passenger's No-Show and the amount of the Price paid for the Shuttle Bus Service shall remain the property of FlibTravel, except in cases where FlibTravel authorises the Customer/Passenger to use the next Coach free of charge, as detailed in article 3.6 above.

Passengers are responsible for placing and removing their luggage in the hold. On arrival at their destination, Customers undertake to remove any luggage belonging to them.

The Customer/Passenger is obliged to adopt the following rules of conduct throughout the Transport:

• i.    Comply with the applicable rules and provisions relating to immigration and customs duties. In the event of a thorough customs inspection, Passengers must not leave anything on board the Coach;
• ii.    Comply with the rules of the highway code and other applicable police and road safety provisions, in particular the wearing of seat belts, the prohibition on opening doors during the Transport, smoking in the Coach, including electronic cigarettes, listening to music through a loudspeaker throughout the Transport, eating in the Coach or consuming alcoholic beverages, soiling the Coach;
• iii. Behave in such a way as not to inconvenience other Passengers, so that the Transport runs smoothly and the Coach's equipment is not damaged or soiled; and
• iv.    Comply with all instructions issued of the Driver.

The Driver and FlibTravel reserve the right to refuse entry to the Coach or to disembark at any time (subject to safety regulations) any Passenger who does not comply with these rules, the GTCS, who is clearly under the influence of alcohol or drugs or who jeopardises the safety of other Passengers on the Transport or considerably disturbs their well-being.. In this case, the Customer shall have no right of cancellation, or a claim for compensation of any kind whatsoever, or to a Refund. The Price paid shall not be refunded.

If a Passenger is in breach of these and other statutory regulations, the Passenger may be obliged to give its name and address to a company officer or may be restrained or removed from the Coach, or FlibTravel’s or a Service Provider’s premises by a company officer, a police officer or a community support officer and refused further travel without refund. In such circumstances, FlibTravel may suspend or close the Customer’s User Account, also preventing the Customer from travelling with FlibTravel.

FlibTravel also reserves the right to take any other measures it considers necessary to protect the safety and comfort of its customers and staff.

Whilst FlibTravel will do everything it reasonably can to control conduct of other passengers, it cannot be held responsible for their conduct.

At the end of the Transport, Passengers must ensure that no luggage, Valuables or personal effects have been left on the Coach. Any loss of or damage to luggage placed in the hold must be reported by the Passenger to the driver, and in the event of theft, a complaint must be made to the police.

3.8. Liability of FlibTravel and the Service Provider

The Service Provider is responsible for carrying out the Transport, in accordance with the national, European and international provisions in force.

If international agreements are applicable to services or if there are legal provisions based on these agreements and providing that damages may only be claimed under certain well-defined conditions or restrictions, FlibTravel may rely on these agreements and related legal provisions vis-à-vis the Customer.

All Passengers must be able to present a Transport ticket that corresponds to their identity in order to claim compensation.

Neither FlibTravel nor the Service Provider may be held responsible for the behaviour of Passengers during the Transport, this responsibility being assumed by the Customer and/or the Passengers themselves.

Only direct loss is eligible for compensation. FlibTravel shall not be liable to for any loss of revenue, loss of profit, loss of business or opportunity or business interruption, or any indirect or consequential loss.

To the fullest extent permitted by law, FlibTravel's maximum liability for any loss, damage, liability, cost and expense, whether in contract, tort (including negligence), for breach of statutory duty or otherwise, arising under or in connection with the contract for your Transport on FlibTravel’s services is limited or excluded in accordance with the following detailed provisions:

• i.    Liability is limited:
  • a maximum of 1,200 (one thousand two hundred) euros (or its equivalent in the currency applicable to the Transport) per Passenger and per piece of luggage, in the event of damage to luggage resulting from an accident involving the Coach or loss of luggage for the same reason;
  • a maximum of 150 (one hundred and fifty) euros (or its equivalent in the currency applicable to the Transport) per item of Luggage placed in the hold of the Vehicle, in the event of loss or damage to Luggage placed in the hold of the Coach;
  • a maximum of 300 (three hundred) euros (or its equivalent in the currency applicable to the Transport) per Valuable Item, in the event of damage caused to these Valuable Items carried in the Customer's and/or Passenger's hand luggage.
• ii.    Liability is excluded:
  • in the event of the loss of Luggage unrelated to an accident involving the Coach, in addition to the mixing up or theft of luggage;
  • for present or future damage resulting from the poor organisation of the Customer's and/or Passenger's luggage;
  • for damage caused to Valuables contained in luggage placed in the hold of the Coach.

Compensation for damage to a wheelchair or other mobility equipment or assistive devices must always be at least equal to the replacement value or repair cost of the lost or damaged equipment. In such cases, every effort will be made to replace, at least temporarily, this type of equipment with other equipment having the same technical and functional characteristics as those of the lost or damaged mobility equipment.

For all other material damage, which is not damage to Luggage resulting from an accident or damage to wheelchairs and other mobility equipment or to assistive devices, the amount of compensation is limited to one thousand (1,000) euros (or its equivalent in the currency applicable to the Transport), unless the material damage is based on an intentional act or gross negligence.

The Service Provider is liable for damage suffered by Passengers as a result of accidents occurring during the Transport, unless it can demonstrate that the accident was caused by an external cause that cannot be attributed to it.

The limitations and exclusions of liability listed above do not apply to bodily injury (death, bodily harm, damage to health) suffered by Passengers or a Customer, even without fault on the part of the Service Provider, nor in the event of intentional acts or gross negligence on the part of the Service Provider and/or FlibTravel.

Nothing in these GTCS shall affect a Passenger’s or Customer’s statutory rights which apply to the services. If luggage is left behind on the Coach, FlibTravel will attempt to contact the Customer to inform them that the luggage has been left behind. If the owner of the luggage cannot be identified or contacted promptly, neither the Supplier nor FlibTravel shall be obliged to seek the identity of the owner or to contact the owner by any other means.

In the event of a claim by a Passenger for an Object of Value, luggage or any other personal item left or lost on the Coach, the Provider and/or FlibTravel have the right to demand any proof deemed necessary to attest to the ownership of the object claimed. In the event of doubt, the Supplier and/or FlibTravel may require the claimant to provide a deposit or other equivalent security.

In any event, neither the Supplier nor FlibTravel are obliged to keep the luggage after the Transport.

If they manage to keep them, the luggage will be stored and handed over to the Customer against proof of identity and payment of storage charges at the rate of one (1) euro (or its equivalent in the currency applicable to the Transport) per luggage item and per day started.

If the Customer does not claim the luggage within one (1) month from the date of execution of the Shuttle Bus Service, the Supplier and/or FlibTravel may dispose of the luggage in the manner they deem appropriate.

3.9. Force majeure

Under no circumstances shall FlibTravel, the Service Provider and/or the Customer be held liable for any damage whatsoever if it is due to force majeure or to the act of a third party meeting the characteristics of force majeure or to increased difficulties, endangerment or considerable hindrance resulting from unforeseeable events such as war, acts of war, hostilities, riots or civil war, arrests, confiscations, hindrances by state bodies or other persons, street blockades, quarantine measures as well as strikes not attributable to FlibTravel and/or the Service Provider, the exclusion or concerted stoppage of work or in the event of hindrance, endangerment or impediment by a third party.

FlibTravel is entitled to withdraw from the contract before the departure date of the Transport if extraordinary circumstances, for which it cannot be held responsible, make performance of the Shuttle Bus Service impossible. In this case, the Customer is entitled to a Refund of the Price paid.

FlibTravel may terminate the contract after departure in the event that the Shuttle Bus Service can no longer be provided as a result of force majeure or increased difficulties, danger or considerable hindrance resulting from unforeseeable events such as, for example, war, acts of war, hostilities, riots or civil war, arrests, confiscations, hindrances by state bodies or other persons, street blockades, quarantine measures, etc. These include, for example, war, acts of war, hostilities, riots or civil war, arrests, confiscations, obstructions by state bodies or other persons, street blockades, quarantine measures and strikes for which neither FlibTravel nor the Service Provider is responsible, the exclusion or concerted stoppage of work or in the event of obstructions, endangerment or hindrance by the Customer.

In the event of termination for reasons of force majeure, endangerment or considerable hindrance,

FlibTravel is obliged to repatriate the Passenger at his/her request; the repatriation request is limited to the means of Transport agreed in the Booking. Any Additional Costs relating to repatriation due to termination for reasons of force majeure shall be borne by the Customer. If FlibTravel terminates the contract, it may claim appropriate remuneration for services already provided or for services still to be provided under the contract, insofar as the latter are still of interest to the Customer, even after the contract has been terminated.

Article 4. General provisions

4.1. Protection of personal data

The personal data of Customers and other Passengers is processed in accordance with the data protection policy published online on the Website.

Only applicable in the UK:

Coaches and premises may be fitted with audio CCTV to provide added security for FlibTravel’s or a Service Provider’s customers and staff. Appropriate signage will be in place where audio CCTV is in use and the video and sound recordings used solely for the monitoring of safety, security, service quality and in support of relevant criminal and civil legal proceedings and complaint investigation. Images of the Customer/Passenger may be provided to the police, DVSA, the traffic commissioner or any other enforcement agency at their reasonable request.

4.2. Subsequent modifications

As these GTCS may be amended at FlibTravel's discretion, the version applicable to the Booking by the Customer or Consumer Customer is that in force on the date of the Booking.

4.3. Partial nullity

If one or more of the stipulations of these GTCS are held to be invalid or declared as such in application of a law, regulation or court ruling, the other stipulations will retain their full force and scope.

4.4. Waiver

Any express or tacit waiver by FlibTravel of any of the clauses of these GTCS shall not in any way imply a waiver of the application of the other clauses.

4.5. Claims - Mediation - Applicable law and competent courts

For any question or complaint, FlibTravel invites Customers to address their request first to FlibTravel's customer service department at the following address:

[email protected] or FlibTravel International, 4, rue Belair, L-4514 Differdange

4.5.1 For Transport Lines other than UK travels

In accordance with applicable legal provisions, any claim relating to the Booking, performance or consequences of the Transport must be made by the Customer within three (3) months of the date on which the Shuttle Bus Service was performed or should have been performed.

Any complaint must be submitted by the Customer to FlibTravel by registered post with acknowledgement of receipt or by e-mail.

Without prejudice to the mandatory provisions of the law, after this period, the Customer will be barred from making a claim.

Within one (1) month of receipt of the complaint, FlibTravel will inform the Customer that the complaint has been accepted, rejected or is still being examined. The final response must be given within a maximum of three (3) months from receipt of the complaint.

Except for the Consumer Customer benefits, for any complaint relating to a Booking and submitted in writing to FlibTravel within the last twelve (12) months and which has not resulted in an amicable agreement, from the possibility of having recourse free of charge to a mediation procedure in accordance with the Luxembourg Consumer Code. FlibTravel may propose a mediation platform to the Consumer Customer without this being binding on him.

https://www.cecluxembourg.lu/

The Parties remain free to terminate the mediation process at any time.

For any dispute not settled in accordance with the procedure described above or concerning a Customer other than a Consumer Customer, exclusive jurisdiction is granted, unless otherwise stipulated, to the courts of the Grand Duchy of Luxembourg, notwithstanding multiple defendants and/or third party proceedings, even for emergency proceedings or protective proceedings in summary proceedings or by petition.

These GTCS are governed by Luxembourg law. For any Shuttle Bus Service carried out outside the territory of Luxembourg, the application of the laws of the Grand Duchy of Luxembourg does not preclude mandatory legal provisions, more favourable to the Consumer Customer, which may exist in another Member State of the European Union.

4.5.2 Exception for UK Travels only

Notwithstanding the provisions of clause 4.5.1 above and for UK Travels only, any complaint must be submitted by the Customer to FlibTravel by registered post with acknowledgement of receipt or by e-mail. Any claim relating to the Booking, performance or consequences of the Transport must be made by the Customer within three (3) months of the date on which the Shuttle Bus Service was performed or should have been performed.

Within 15 (fifteen) working days of receipt of the complaint, FlibTravel will inform the Customer that the complaint has been accepted, rejected or is still being examined. The final response must be given within a maximum of three (3) months from receipt of the complaint.

The governing law of any dispute regarding UK Travels shall be the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction.

Article 5. Deletion of the account

5.1. Deleting a User Account

Customers may delete their User Account via the application or Website flibco.com. To do so, they must go to the application settings and click on the delete account tab.

The Customer should be aware that deletion of the account does not allow any remaining balance on the account to be recovered at the same time. The deletion of the account is immediate and definitive and any balance remaining on the User Account will be automatically and definitively lost without FlibTravel being able to credit the bank account or credit card used by the Customer.

If the Customer wishes to delete their User Account and recover the balance remaining on their account, they must first send an e-mail to the following address: [email protected] to request a refund of the amount of the remaining balance and wait for the refund confirmation e-mail.

Reimbursement, less a processing fee of five (5) euros (or its equivalent in the currency applicable to the Transport), will be made, at the latest, within 5 days of the e-mail request, to the credit card account indicated by the Customer in his/her request, or failing that, to the credit card indicated in the User Account.