The website for the commercialization of transport services Flibco.com (the "Website") is managed by FlibTravel International, a public limited company under Luxembourg law, having its registered office at 4, rue Belair in L-4514 DIFFERDANGE, Grand Duchy of Luxembourg and registered at the Registre de Commerce et des Sociétés, Luxembourg section B under the number 177392, email: [email protected] (hereinafter "FlibTravel").
 

GENERAL CONDITIONS OF RESERVATION, SALE AND TRANSPORT
BUS
 

Article 1.    Scope

These general terms and conditions of sale (“GTC”) are applicable to all bookings via the Booking Tools between FlibTravel and Costumers (as defined below) for the transport of persons by bus on the lines provided by FlibTravel (the “Booking”) and for the transport of these persons (the “Transport”). 
FlibTravel is not a road passenger transport professional, the Transport is carried out by road passenger transport professionals, partners of FlibTravel (the “Service Providers”). 
These GTC come into force on the day of their publication on the Website. 
The Customer and FlibTravel are collectively referred to as the “Parties” within these GTC. 
Certain specific provisions of these GTC apply to Customers who are natural persons acting for purposes that do not fall within the scope of their commercial, industrial, craft or liberal activities. The latter will then be specifically referred to as “Consumer Customer” and considered as such in these GTC. 

1.1. Definitions

Unless otherwise specified in these GTC, capitalised terms shall have the meaning given to them in this Article 1.1. The terms defined below shall have the same meaning in the singular as in 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 Booking.
The Customer agrees to assume responsibility for all Booking made on his/her behalf, including Booking made by minors sharing his/her home.

1.3. Use of the Website

1.3.1    Authorised price comparison providers may sign a contract with FlibTravel in which FlibTravel authorises the reception, treatment and publication of price and timetables for FlibTravel’s Shuttle Bus Services.

1.3.2    It is prohibited to use FlibTravel Website for non-private or commercial purposes. The use of automatic data extraction systems on this site for commercial purposes is prohibited. FlibTravel reserves the right to take action in the event of a violation of these provisions.

 
Article 2.    GENERAL CONDITIONS OF RESERVATION, SALE AND TRANSPORT

The provisions detailed below are intended to define the terms and condition for the provisions of services and the sale of related Transport ticket, concluded via the Booking Tools between FlibTravel and the Customers and relating to one or more Shuttle Bus Services. If the Customer has made a Booking for one or more Passengers, the Customer will inform these Passengers of these GTC and these Passengers will then be bound by the obligations imposed on them by virtue of these GTC.

2.1. Pre-Booking requirements

The Customer has access, free of charges and without a User Account, via the Website, in the « Timetables » and « Bus Stops » tabs, to all the lines on which FlibTravel operates its Shuttle Bus Services as well as to all the possible pick-up times according to the stops defined on these lines. 
To make a Booking on the home page of the Website, the Customer must first either log in to 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 guarantees. The Customer remains free to complete or not the non-mandatory fields.

Once the Mandatory Personal Information has been completed and send to FlibTravel, the Customer will receive an email at the email address they provided during registration. The Customer must follow the instructions contained in this email 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:

i.    selects « Shuttle Bus »;
ii.    selects the desired Pick-up location from the choices available in the drop-down panel provided for this purpose;
iii.    selects the Destination from the possible choices un the drop-down panel for this purpose according to the Pick-up location;
iv.    selects between a one-way or round trip;
v.    selects the date and time of the outward journey and, if applicable, the return journey; 
vi.    indicates the number of Passengers (adult and child under 4 (four) years old) who will participate in the Transport; and

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

Once the Customer has selected the outward and, if applicable, return Transport, the Customer must fill in the following fields: last name(s), first name(s), phone number, email address, destination/origin of their air travel, billing address and confirm that they have read the general.

The Customer can decide whether or not to take out additional insurance (see conditions at the following link: https://www.flibco.com/en/legal-pages/special-terms-and-conditions-travel-insurance).

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

In the case that 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 3 (three) hours) between the scheduled arrival time at the airport according to the timetable of the relevant Transport Line, and the departure time of the flight.

For the following Destinations, the maximum time limits indicated for making a Booking must be observed:

i.     Budapest Airport: up to 12 (twelve) hours before departure;

If this period is not sufficient, neither FlibTravel or the Service Provider shall be liable for any damage suffered as a result of the delay at the airport.

2.2.2.   Provisions applicable to Reservations for the Brussels Charleroi line ONLY:
Customers making a Reservation request for the Brussels Charleroi line will be directed to a page on the Website where they can select one of the three fares below:
- Eco fare (light)
- Standard fare (smart)
- Superior fare (plus)

2.2.3.    Once payment of the Price has been made in accordance with article 2.4 of these GTC, a Booking confirming email, act as the Transport ticket, will be sent to the Customer by FlibTravel.

2.2.4.    The Booking only concluded when he payment of the Price has been made and the Customer has received the confirmation email. The Customer can either download their Transport ticket via their User Account directly onto their smartphone, or print their Transport ticket from their User Account, or present their confirmation email when boarding the Bus.

2.2.5.    The subscription to possible options such as « Fast Track » and « VIP Lounge » (if available) will be confirmed separately in a second email to be presented at the Bruxelles-Charleroi Airport. 

2.2.6.    In accordance with the applicable consumer law provisions, the entire Shuttle Bus Service offered by FlibTravel is not subject to the application of the right of withdrawal for distance and off-premises contact. 
Consequently. The Shuttle Bus Services booked via the Booking Tools are exclusively submitted to cancellation conditions detailed in Article 2.8 of these GTC. 

2.3. Purchases at the airport and in the Buses

2.3.1.    The Customer also has the possibility of purchasing a Transport ticket directly from the sales counters located in airports, from retailers approved by FlibTravel and from the Driver, for a one-way journey only, at the Pick-up time, subject to the availability of seats in the Bus. In this case, the Customer expressly acknowledges and accepts that they will no longer be able to cancel the Shuttle Bus Service. 

2.3.2.    The purchase of a Transport ticket directly from the Driver is not possible for Arlon, Bastogne, Namur and Marche-en-Famenne Stops. For a departure from these Stops, a Booking via the Communication Tools is mandatory.
 

2.4. Prices and payment terms

2.4.1.    Applicable to Bookings via the Communication Tools

The Customer must pay the Price at the time of the Booking. The Price shall be considered 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 are not subject to any handling fee and payment are made online using the payment methods offered by FlibTravel.
Payment for Transport tickets can be made by Visa, Mastercard, Maestro, American Express, PayPal 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 the Transporter.

2.4.2.    Applicable to purchases at the airport and in the Bus 

Transport ticket purchased directly at the airport or in the Bus may be subject to a handling fee, the amount of which, per Transport ticket, may vary depending on the lines.
In case of purchase of a Transport ticket directly in the Bus or at Brussels Gare de Midi to Charleroi Airport, payment is made by credit card only. Cash payments are not accepted.
In case of purchase of a Transport ticket directly at the Ticket Desk at Charleroi Airport, cash and credit card payments are accepted.

 
2.5. Special Requests

2.5.1.    People with reduced mobility (PRM Customers)

Buses do not currently have wheelchair access and are not equipped with ramps.

Nevertheless, the PRM Customer may be accompanied by his Accompanying Person or his Guide Dog at no Additional Costs.

The Accompanying Person will travel free of charges, if a Booking has been made at least seventy-two (72) hours prior to departure by email to FlibTravel’s customer service ([email protected]).

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

The Accompanying Person and the Guide Dog will be carried free of charges provided that they present an official title issued by the competent authorities justifying their status as an Accompanying Person for people with reduced mobility. The approval or refusal of the official title will be discretionary. 

The PRM Customer acknowledges and expressly accepts that, in the event that their Accompanying Person does not present such proof to the Driver at the Pick-up time, the latter inform FlibTravel as soon as possible who may refuse to Pick-up the Accompanying Person or the Guide Dog without any right to Refund for the PRM Customer.

For the Lille – Lille Airport line only:
4 places dedicated to PRM customers are available per bus and per departure. 
Reservation is not mandatory, but strongly recommended in order to guarantee a seat for the PRM customer and any Accompanying Person.
Without prior reservation, tickets will be sold subject to availability at the time of departure.
The Accompanying Person and the Guide Dog will be carried free of charges provided that they present an official title issued by the competent authorities justifying their status as an Accompanying Person for people with reduced mobility. The approval or refusal of the official title will be discretionary. 
The PRM Customer acknowledges and expressly accepts that, in the event that their Accompanying Person does not present such proof to the Driver at the Pick-up time, the latter inform FlibTravel as soon as possible who may refuse to Pick-up the Accompanying Person or the Guide Dog without any right to Refund for the PRM Customer.
 

2.5.2.    Animals

Animals are not accepted on board Buses.

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

2.5.3.    Special Luggage Transport

Buses have limited capacity.

Special Luggage may be carried subject to availability of space in the Bus hold.
Strollers are considered as Special Luggage. In order to be accepted into the Bus 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 lack of space in the Bus hold. If, for this reason, the Passenger decides to withdraw from the Transport, no Refund will be due and the Price paid will be retained by FlibTravel.
 

2.6. Further information

2.6.1.    Children  

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

Children under four (4) years old accompanied by a person of at least eighteen (18) years old, may travel provided they are listed on the Customer’s or Passenger’s Transport ticket.

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

Children Transport under four (4) years old is free of charges, up to a limit of one child per Adult Customer, with the exception of the following Lines for which the fare corresponds to the standard adult Price:

i.    Budapest Airport.

If this information is not provided by the Customer at the Booking, the Driver, at the Pick-up time, will charge an additional Transport ticket for the Child, at the adult rate and subject to the availability of seats in the Bus.

The Customer expressly acknowledges that the Buses are not equipped with suitable seats for Children and shall not hold FlibTravel and/or the Service Provider responsible in this regard.

FlibTravel and/or the Driver reserve the right to refuse the Booking, respectively of 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 old. Beyond the age of sixteen (16), the Child may be transported alone on condition that he/she has a 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 possibility for the Customer to book the services offered by Brussels-Charleroi Airport « Fast Track & Lounge » or only « Lounge » directly by making a Booking.

Conditions of these services are available on the link: https://www.brussels-charleroi-airport.com/en/Disclaimer-fast-track-lounge  

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

2.6.3.    Insurance 

For a ride to an airport, FlibTravel offers the Customer additional insurance for an amount of €1.99 (Transport ticket cancellation, destruction, damage, theft or loss of

Luggage, missed flight). 

For a ride from an airport, FlibTravel offers the Customer additional insurance for an amount of €0.99 (Transport ticket cancellation, destruction, damage, theft or loss of Luggage) in order to be better protected.

The corresponding return Transport ticket is also insured as long as the outward Transport ticket is not cancelled.

General conditions of our insurance partner are available at this link: https://www.flibco.com/en/legal-pages/special-terms-and-conditions-travel-insurance. In order to make a declaration and/or a claim, the Customer must first contact the customer service department of FlibTravel at the following address: [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 GTC.

2.6.4.    Phone number selection

To enhance our services and improve user experience, we may collect your IP address to automatically detect your country location. This will enable us to offer a more localized 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 email, the contract is concluded.

Each Booking constitutes an autonomous and independent contract.

The conclusion of such contract implies, on the Customer’s part, the acceptance without reserve of these GTC, which the Customer acknowledges having read before making the Booking.
 

2.8. Cancellation and refund policy

2.8.1.    Common provisions

It is not possible to modify a Transport ticket, the Customer must cancel the Booking. The Customer may cancel a Booking up to six (6) hours before departure for Flibco lines, and up to the day before departure for the Milan Bergamo Airport – Milan central Railway station and Lille Airport Lille center lines, giving rise to a credit note.

To do this, the Customer goes to their User Account, under the heading « My flibco » and cancels the relevant Transport ticket(s) under the « Planned trips » tab.
In the event of a Booking cancellation, the Customer will receive an email with the details of the cancellation and, if applicable, a credit note.

This credit note will be valid for twelve (12) months and may be used to pay for all or part of the Customer’s future Booking for the Shuttle Bus Service, or may be requested as a Refund by email to the following address: [email protected].

If the Customer chooses the Refund, the amount of the credit note reduced by the processing fee of five (5) euros, will be refunded to the credit card account indicated by the Customer in his application, and failing that to the credit card or PayPal account used to make the payment.

2.8.2.    Derogation applicable to the Brussels-Charleroi Line

Transport ticket is valid any time during a whole day and until 4 A.M the following day. 

2.8.3. Provisions applicable to the Brussels-Charleroi Line ONLY
Eco fare (light): this option is non-refundable, non-changeable and does not include insurance.
Standard fare (smart): this option is non-refundable, but changeable (up to 3 times and up to one day before departure date) and does not include insurance.
Superior fare (plus): this option is refundable, changeable (up to 3 times and up to one day before departure date) and includes insurance.
 

Article 3.    General conditions of Transport

3.1. Transport tickets

The Transport ticket materialises the contract concluded between the Customer, FlibTravel and the Service Provider. As a matter of principle, the Booking confirmation constitutes a sufficient proof of the contract.

The Transport ticket is strictly personal and may not be sold or transferred to a third party.

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

The Booking for each of the lines is subject to the Passenger holding a confirmed air ticket with arrival or departure from Brussels South Charleroi Airport. 

If the Passenger is unable to present a valid Transport ticket either by printed copy or on a smartphone at the Pick-up time, access to the Bus will be refused and no Refund will be due, the paid Price remaining the property of FlibTravel.
 

3.2. Pick-up

There are not seats allocated in the Bus, so the Passenger is not entitled to require the allocation of a particular seat. The Passenger may not only consider a change of seat with the agreement of the Passenger occupying it. The Passenger is also not entitled to occupy a seat by placing Luggage or other personal belongings on it or by occupying two seats or more, unless they have reserved and paid for these additional seats on the Bus.
 

3.3. Luggage

The Shuttle Bus Service allows the Customer and Passengers to have Luggage transported in accordance with the terms and conditions detailed below, as well as Special Luggage, on the express condition that the Customer, respectively the Passenger, also participate 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 transported:

For the line from/to Brussels - Charleroi : Authorized luggage is as follows, depending on the purchase option chosen:

i.    Eco fare (light)
One (1) piece of hand Luggage which the Passenger keeps with him/her during the Transport::
•    Maximum size: 35 cm x 20 cm x 20 cm
•    Maximum weight: 10 kg

ii.    Standard fare (smart)
One (1) piece of hand Luggage which the Passenger keeps with him/her during the Transport::
•    Maximum size: 35 cm x 20 cm x 20 cm
•    Maximum weight: 10 kg

One (1) Luggage in the hold of the Bus
•    Maximum size: 55 cm x 85 cm x 40 cm 
•    Maximum weight: 25 kg

iii.    Superior fare (plus)
One (1) piece of hand Luggage which the Passenger keeps with him/her during the Transport::
•    Maximum size: 35 cm x 20 cm x 20 cm
•    Maximum weight: 10 kg

Two (2) Luggage in the hold of the Bus
•    Maximum size: 55 cm x 85 cm x 40 cm 
•    Maximum weight: 25 kg
 

For all Flibco lines to/from Brussels Airport Zaventem and Charleroi Airport:
i.    One (1) piece of hand Luggage which the Passenger keeps with him/her during the Transport:
•    Maximum size: 35 cm x 20 cm x 20 cm
•    Maximum weight: 10 kg

ii.    Three (3) Luggage in the hold of the Bus:
•    Maximum size: 55 cm x 85 cm x 40 cm 
•    Maximum weight: 25 kg
 

For all other Flibco lines:

i.    One (1) piece of hand Luggage which the Passenger keeps with him/her during the Transport:
•    Maximum size: 35 cm x 20 cm x 20 cm
•    Maximum weight: 10 kg

ii.    One (1) Luggage in the hold of the Bus:
•    Maximum size: 55 cm x 85 cm x 40 cm 
•    Maximum weight: 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 paid

Price will be retained by FlibTravel.

These size and weight limitations do not apply to orthopaedic and/or medical equipment for PRM Customer, subject to the space available in the hold of the Bus.

Any wheeled Luggage, whatever its size and weight, must be placed in the hold of the Bus.

3.3.2.    Dangerous and/or unsuitable Luggage

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

Luggage must not be of such nature as to cause discomfort to other Passengers by its appearance, smell or size. In such case, the Driver has the right to refuse such

Luggage. If, for this reason, the Passenger decides to withdraw from the Transport, no Refund will be due and the paid Price will be retained by FlibTravel.

Items such as bicycles, skis, musical instruments, television, screens or household devices are strictly prohibited. The Service Provider shall not be liable for any damage to such Luggage.

Any ordinary weapon or authorised firearm (for example: shotgun, collector’s weapon) must be notified in advance to FlibTravel and the Driver. They may only be carried in the hold of the Bus subject to the prior agreement of FlibTravel and the Service Provider and with proof of authorisation to carry weapons.

It is forbidden to carry on board illegal or combustible products, explosive, radioactive, foul-smelling or caustic substances.

3.3.3.    Packaging and labelling of Luggage 

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

All Luggage must be identified by label stating the name of the Passenger to whom it belongs, his/her address and phone 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 paid Price will be retained by FlibTravel.
 

3.4. Right of inspection

For safety reasons, the Customer expressly agrees that the Driver may inspect the Luggage at the Pick-up time. If the Passenger refuses the Luggage inspection, the Driver reserves the right to refuse the Passenger and/or the Luggage, without this refusal giving the right to any Refund, the paid Price being retained by FlibTravel, or to any claims for damages.

 
3.5. Valuable Items 

Valuable items such as cash, jewellery, precious metals, keys, glasses (sunglasses and/or eyeglasses), 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 must be carried in Luggage that the Passenger keeps with him/her during the Transport and not in Luggage placed in the hold of the Bus, and must be under his/her care.
 

3.6. Timetables, timetables changes and delays

3.6.1.    Common provisions

The Pick-up time is indicated in the confirmation email and on the Transport ticket. 

Except in the case of gross negligence or intentional misconduct, the Service Provider is not responsible for the consequences of delays on departure or arrival.

Events such as traffic jams, slowdowns, roadworks, accidents, weather conditions, technical problems or other Passengers’ behaviour may cause delays and are in no way attributable to the Service Provider, who is not liable to pay any compensation of any kind to the Customer and/or Passenger. 

The Service Provider reserves the right to make changes to the timetables if necessary and in particular to enable the implementation of decisions taken by the competent authorities. 

It is possible that changes to the timetables and the planned Stops may occur after the Transport 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 departure (or the departure of the Passenger if he/she is not the Customer) directly on the Website. 

If for reasons beyond the control of the Service Provider, the Destination is not accessible by bus, the Service Provider is entitled to choose another place of arrival close to the one 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 email and on the Transport ticket and that the Customer has observed and complied with all his/her obligations under these GTC, FlibTravel undertakes to refund the full paid Price for the Shuttle Bus Service.

The Transport ticket paid but not used are not refundable. 

Nevertheless FlibTravel may authorise the Customer and/or Passenger to borrow the next Bus free of charge, subject to availability.

3.6.2.    Derogations

For the Luxembourg-Charleroi-Luxembourg Line, it is not possible for the Customer (or the Passenger if he/she is not the Customer) to use their Transport ticket at the various Stops (Arlon, Bastogne, Marche-en-Famenne and Namur) for the previous or following Bus.

On the Brussels-Charleroi, Lille-Lille and Bergamo-Milan lines, tickets are valid for a full day, so there is no indication of departure or arrival times, either in the confirmation email or on the transport ticket. Tickets are 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 shall 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 soon as possible; 
•    Refund of the cost of the Transport ticket and, if applicable, free return Transport, by Bus, as soon as possible, to the original point of departure as established in the contract. 

In the event that FlibTravel is unable to offer the Passenger the choice referred to in the previous paragraph, the Passenger shall be entitle to compensation equivalent to fifty (50) percent of the price of the Transport ticket, in addition to the Refund referred to in the previous paragraph. This amount shall be paid by

FlibTravel within one month of the submission of the claim by the Passenger. 

In the event that the Bus becomes unusable during the Ride, Flibtravel will propose either the continuation of the Transport in another vehicle, starting from the point where the Bus is immobilised, or the Transport between the point where the Bus is immobilised and a waiting point or a suitable station, from where the continuation of the Ride becomes possible. 

3.6.4.    Information

1.    In the event of cancellation or delay departure of a scheduled service on one of the Transport Lines, Passengers departing from the Stops shall 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 use reasonable endeavours to inform the Passengers concerned of other available connections.
3.    FlibTravel shall ensure that disabled persons and PRM Customers receive the information required under paragraphs 1 and 2 above in accessible formats. 
4.    As far as possible, the information required under paragraphs 1 and 2 above shall be communicated electronically to all Passengers, within the limit set out in paragraph 1, where the Passenger has requested this and provided Flibtravel with the necessary contact details.

3.6.5.    Assistance in case 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 shall offer the Passenger free of charges:
a) snacks, meals or refreshments in a reasonable quantity taking into account the waiting time or the delay, provided that they are available on board the Bus or at the Stop or that they can reasonably be delivered;
b) a hotel room or other form of accommodation and assistance with transport between the Stop and the place of accommodation if a stay of one night or more is necessary, up to a limit of EUR 80 per Passenger per night and for a maximum of two nights, not including transport in both directions between the Stop and the place of accommodation

In applying this article, FlibTravel shall pay particular attention to the needs of disabled persons and PRM Customers and any persons accompanying them.
 

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 email and on the Transport ticket. 

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

The Passenger is responsible for the placement and removal of his/her hold Luggage. On arrival at the destination, the Customer undertakes to remove and Luggage belonging to them.

The Customer/Passenger is required to adopt the following rules of conduct throughout the entire Transport:
i.    Comply with applicable immigration and customs rules and regulation. In the event of a thorough customs inspection, Passengers must not leave anything on board the Bus; 
ii.    Comply with the rules of the highway code and other applicable provisions regarding police and road safety, in particular wearing of seat belts, the prohibition of opening the doors during the Transport, smoking in the Bus, including electronic cigarettes, listening to music over a loudspeaker during the whole duration of the Transport, eating in the Bus or consuming alcoholic beverages, soiling the Bus;
iii.    Behave in such way as not to disturb other Passengers so that the Transport proceeds in complete tranquillity and the Bus equipment is not damaged or soiled;
iv.    Comply with all instructions issued by the Driver; and  
v.    In the current context of the fight against the spread of COVID-19, each Passenger acknowledges and accepts that the wearing of a mask or any other device enabling the nose and mouth to be covered is compulsory in all circumstances in Buses from June 1st, 2020.

The Driver reserves the right to refuse entry to the Bus or to remove from the Bus at any time (subject to safety regulations) any Passenger who does not comply with these rules, who is clearly under the influence of alcohol or drugs, who jeopardises the safety of other Passengers on the Transport or significantly disturbs the well-being of the latter, who does not wear a mask covering the nose and mouth when entering the Bus or who removes it during the Ride. In this case, Customers may not exercise any right to cancellation, compensation of any king whatsoever, or a Refund, the paid Price remaining with FlibTravel.

At the end of the Transport, the Passenger is required to ensure that no Luggage, Valuable Item or personal belongings are left/forgotten on the Bus. 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 station.
 

3.8.  Responsibility of FlibTravel and Service Provider 

The performance of the Transport is the responsibility of the Service Provider, in accordance with the applicable national, European and international provisions.
If international conventions are applicable to services or if there are legal provisions based on these conventions which provide that damages may only be claimed under certain well-defined conditions or restrictions, FlibTravel may rely on these conventions and related legal provisions vis-à-vis the Customer.

All Passengers must be able to present a Transport ticket corresponding to their identity to claim compensation.

Neither FlibTravel nor the Service Provider can be held responsible for the Passengers’ behaviour during the Transport, this responsibility being assumed by the

Customer and/or the Passengers themselves. 

Only direct and consequential damage may be compensated.

To the fullest extent permitted by law, FlibTravel’s liability is limited or excluded in accordance with the following detailed provisions:
i.    Liability is limited to:

• a maximum of EUR 1,200 (one thousand two hundred euros) per Passenger and per Luggage, in the event of Luggage damage resulting from an accident involving the Bus or loss of Luggage for the same reason; 
• a maximum of EUR 150 (one hundred and fifty euros) per Luggage placed in the hold of the Bus, in the event of loss or damage to Luggage placed in the hold of the Bus;
• a maximum of EUR 300 (three hundred euros) per Valuable Items, 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 loss of Luggage not linked to an accident involving the Bus, except for the mixing 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 Items contained in the Luggage placed in the hold of the Bus.

Compensation for damage to a wheelchair or other mobility equipment or assistive devices should always be at least equal to the replacement value or repair cost of the lost or damaged equipment. In such cases, every effort shall be made to replace, at least temporarily, such equipment with other equipment having the same technical and functional characteristics as 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 assistive devices, the amount of compensation is limited to EUR 1,000 (one thousand euros), unless the material damage is based on an intentional act or gross negligence.

The Service Provider is liable for damage suffered by Passengers due to accidents occurring during the Transport, unless it demonstrates that the accident is due to an unrelated cause that cannot be attributed to it.

The limitations and exclusions of liability listed above do not apply to physical injury (fatal injury, personal injury, health damage) suffered by Passengers, 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 Providers and/or FlibTravel.

If the Luggage is forgotten on the Bus, FlibTravel will attempt to contact the Customer to report the forgotten Luggage. If the owner of the Luggage cannot be identified or promptly contacted, neither the Service Provider nor FlibTravel is obligated to trace the identity of the owner or to contact him/her by other means. 

In the event of a claim by Passenger for a Valuable Item, Luggage or any other personal belongings left or lost on the Bus, the Service Provider and/or FlibTravel shall have the right to require any proof deemed necessary to attest to the ownership of the claimed item. In case of doubt, the Service Provider and/or FlibTravel may require a deposit or other equivalent security from the claimant.

In any event, neither the Service Provider nor FlibTravel is obliged to store the Luggage after the Transport. If they are able to store the Luggage, it will be stored and returned to the Customer against proof of identity and payment of a storage fee of one (1) euro per Luggage per day started.

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

3.9. Force majeure

In no case 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 additional 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, exclusion or concerted interruption of work or in the event of hindrances, endangerment or obstruction 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 the performance of the Shuttle Bus Service impossible. In this case, the Customer is entitled to a Refund of the paid Price. 

FlibTravel may terminate the contract after departure if the Shuttle Bus Service can no longer be provided due to force majeure or additional difficulties, danger or considerable hindrance resulting from unforeseeable events such as: war, acts of war, riots or civil war, arrests, confiscations, obstructions by government agencies or other persons, street blockades, quarantine measures as well as strikes for which neither FlibTravel nor the Service Provider is responsible, the exclusion or concerted interruption 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. Additional Costs in connection with repatriation due to termination for reasons of force majeure shall be borne by the Customer. If FlibTravel terminates the contract, it is entitled to claim adequate remuneration for services already provided or for services still to be provided under the contract, insofar as these are still of interest to the Customer, even after termination of the contract. 
 

Article 4.    General provisions

4.1. Personal data protection 

Customer’s and other Passengers personal data is processed in accordance with the data protection policy posted on the Website. 

4.2. Further modification 

As these GTC may be modified at FlibTravel’s discretion, the version applicable to the Customer’s or Consumer Customer’s Booking is that in force at the date of the Booking.

4.3. Partial nullity 

If one or more provisions of these GTC are held to be invalid or declared as such in application of a law, a regulation or a court decision that become final or res judicata, the other provisions shall retain their full force and effect.

4.4. Waiver

Any express or tacit waiver in the part of FlibTravel to avail itself of one or other of the clauses of these GTC shall in no way entail the waiver of the application of the other clauses.

4.5. Claims – Mediation – Applicable law and jurisdiction

4.5.1    For any question or complaint, FlibTravel invites the Customers to address their request in priority to the customer service of FlibTravel to the following contact details: [email protected] or FlibTravel International, 4, rue Belair, L-4514 Differdange

In accordance with European regulations, any claim relating to the Booking, the performance or the consequences of the Transport must be submitted by the Customer within two (2) 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 recorded letter with acknowledgement of receipt or by email.

Without prejudice to the mandatory provisions of the law, after this period, the Customer shall 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 upheld, rejected or is still under consideration. The final answer must be given within a maximum of three (3) months from the receipt of the complaint.

4.5.2    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, the Consumer Customer benefits 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. The Consumer Customer may also refer to the European platform for resolving consumer disputes by clicking on the following link:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

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

4.5.3    For any dispute not settled according to the procedure described above or concerning a Customer other than a Consumer Customer, exclusive jurisdiction is attributed, unless otherwise required by law, 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 request/application.

4.5.4    These GTC are subject to 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.

Article 5.    Account Deletion

5.1. Deletion of the user account 

The Customer has the possibility to delete his/her user account via the application or the website flibco.com.
To do so, he/she must go to the application “Edit Profile” section or “Contact Information” on Flibco.com and click on the "Delete Account" button.

The Customer is made aware that the deletion of the account does not allow the recovery of any remaining balance on his account. The deletion of the account is immediate and definitive and the possible remaining balance on the user account will be automatically and definitively lost without the possibility for FlibTravel to credit the bank account or the credit card used by the customer.
If the Customer wants to delete his user account and recover the remaining balance on his account, he must imperatively, before deleting his account, send an email to the address: [email protected] to ask for the reimbursement of the amount of the remaining balance and wait for the reimbursement confirmation email.
The refund will be made, at the latest, within 5 days from the email request, on the credit card account indicated by the Customer in his request, or failing that, on the credit card, indicated on the user account.
 

BOOKING, SALES AND TRANSPORT CONDITIONS
DOOR2GATE

The transport marketing website Flibco.com (the « Website ») and the Flibco call center (the « Call Center ») are managed by FlibTravel International, a public company limited by shares under Luxembourg law, with its registered office at 4, rue Belair, L-4514 DIFFERDANGE, Grand-Duché de Luxembourg and registered with the Luxembourg Trade and Companies Register, section B under number 177392, phone : +352 50 55 62 1, email : [email protected] (hereinafter « FlibTravel »).
 

Article 1.             Scope of application 

These general terms and conditions of sale (« GTC ») are applicable to all booking concluded via the Booking Tools between FlibTravel and the Customers (as defined hereinafter) concerning the Door2Gate Service (as defined hereinafter) (the « Bookings ») and to the transport of these Customers within the framework of the Door2Gate Service (the « Transport »).

As FlibTravel is not a road passenger transport professional, the Door2Gate Service is carried out by road passenger transport professionals, partners of FlibTravel (the « Service Providers »). 

These GTC come into force the day of their publication on the Website. 

The Customer and FlibTravel are collectively referred to as the « Parties » in these GTC.

Certain specific provision of these GTC apply to Customers who are natural persons acting for purposes that do not fall within the scope of their commercial, industrial, craft or liberal activities. The latter will be then specifically referred to as « Consumer Customers » and considered as such in these GTC. 

1.1.           Definitions

Unless otherwise specified in these GTC, capitalised terms shall have the meaning given to them in this article 1.1. The terms defined below shall have the same meaning in the singular as in 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 Booking.
The Customer agrees to assume responsibility for all Booking made on his/her behalf, including Booking made by minors sharing his/her home.

1.3.           Use of the Website

1.3.1    Authorised price comparison providers may sign a contract with FlibTravel in which FlibTravel authorises the reception, processing and publication of prices and timetables from FlibTravel’s Door2Gate Services.

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

Article 2.             General terms and condition of booking and sale

The provisions detailed below are intended to define the terms and conditions for the provisions of services and the sale of related Transport tickets, concluded via the Booking Tools between FlibTravel and the Customers and relating to one or more Door2Gate Services.
If the Customer has made a Booking for one or more Passengers, the Customer will inform these Passengers of these GTC and these Passengers will then be bound by the obligations imposed on them by virtue of these GTC.    

2.1.             General Booking provisions  

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

Only address included in the Geographical Area may be the subject of the Door2Gate Service. Addresses outside the Geographical Area will be rejected by the Booking system.

When making a Booking, the Customer enters the departure and arrival addresses of the Ride, his/her Personal Information and, if applicable, those of other Passengers, chooses between a one-way or a round trip, and opts for the Shared Door2Gate Service and must specified to FlibTravel:

       i.        the exact Meeting Point address; 
     ii.         the Desired Departure Time for the Door2Gate Service from the airport;
    iii.         the Desired Arrival Time for the Door2Gate Service at the airport;
    iv.         the number of Passengers who will participate in the Transport;
     v.         whether he/she wishes to add any Special Requests to the Transport.

All rides must be booked in advance.

Whatever the desired ride a minimum time limit for making a booking is applicable.

It is strongly recommended to visit the flibco.com website to make a simulation for the concerned Ride.

It is the Customer’s responsibility to allow sufficient time (at least three (3) hours) between the Desired Arrival Time at the airport and the departure time of the flight and (at least one (1) hour) between the departure time of the shuttle and the arrival time of the flight. If this time is not sufficient, neither FlibTravel nor the Service Provider can be held responsible for any damage suffered as a result of the delay at the airport.

Nevertheless, in case of flight delay, not allowing the customer to take the D2G shuttle previously reserved (shuttles from Charleroi and Brussels airports only), a customer can ask FlibTravel for a voucher for the amount of the missed trip. This voucher has a validity of one (1) year and can be used to book a D2G shuttle in the coming year.
To obtain this voucher, the following conditions must be met:
- The customer has allowed sufficient time between the missed shuttle departure time and the flight arrival time (1 hour as specified above)
- The customer has sent to Flibtravel ([email protected]) an official flight delay certificate, previously requested to the airline company.
 

2.1.2.        Once payment of the Price has been made in accordance with article 2.2. of these GTC, a First Email of Booking confirmation will be sent to the Customer by FlibTravel.

The First Email will also contain a URL link to which the Customer may cancel the Booking in accordance with article 2.5 of these GTC.

A Second Email will be sent twelve (12) hours before the Pick-up as a reminder.

A Third Email will be sent ninety (90) minutes before the Pickup (only for a trip to an airport).

The Third Email will contain additional information such as the estimated time of arrival at Meeting Point, the estimated time of arrival at the destination and the model of the vehicle and the plate number of the Vehicle.

Finally, an SMS and an e-mail will be sent to the Customer’s mobile phone when the Driver approaches the Meeting Point with the Driver’s phone number.

It is the Customer's responsibility to arrive at the meeting point in advance. The vehicle will wait only 5 minutes after its arrival at the meeting point. In case the customer cannot arrive in time at the meeting point, neither FlibTravel nor the Provider can be held responsible for the damage suffered because of the customer's failure to arrive at the meeting point in time.

2.1.3.        The Booking is only concluded when the payment of the Price has been made and the Customer has received the First Email confirming the Booking, which is valid as a Transport ticket.

2.1.4.        In accordance with the applicable consumer law provisions, the entire Door2Gate Service offered by FlibTravel is not subject to the application of the right of withdrawal for distance and off-premises contracts.
Consequently, Door2Gate Services booked via the Booking Tools are exclusively subject to the cancellation conditions detailed in article 2.5. of these GTC 

2.2.             Prices and payment terms 

2.2.1.        Common provisions

The Customer must pay the Price at the time of the Booking. The Price shall be considered to have been paid when FlibTravel has been credited with the amount of the Price for the Booking of one or more Door2Gate Services.

The Price includes all taxes. 

For Booking made via the Website, payments are made online via a secure payment platform using the payment methods offered on the Website.

For Bookings made via our points of sale, payments can be made either by credit card or in cash to our agents.

No payment or Booking can be directly made to the Driver.

2.2.2.        Shared Door2Gate Service

The Price may differ in accordance with:
       i.         the number of seats booked by the Customer;
     ii.         the Ride to be performed;
    iii.         any Special Requests made by the Customer at the Booking time as specified in article 2.3. of these GTC;

The Customer may not claim more advantageous pricing conditions from which they would have benefited for a previous Transport.
 

2.3.             Special Requests 

2.3.1.        Persons with reduced mobility (PRM Customers)

FlibTravel undertakes to implement the Door2Gate Service for the PRM Customer if the Booking is made only by email to [email protected], at least 72 (seventy-two) hours in advance at the Meeting Point of his/her choice. The PRM Customer must provide his/her phone number when making the written request (email) in order to be contacted again for confirmation.

FlibTravel will indicate whether the Meeting Point is possible.

In the event that the Meeting Point is not validated, FlibTravel will propose an alternative Meeting Point to the PRM Customer.

The PRM Customer may be accompanied by his Accompanying Person or his Guide Dog at no Additional Costs.

The Accompanying Person must nevertheless make a Booking which will be free of charges.

The PRM Customer may then pay the Price in accordance with article 2.2. of these GTC.

The Accompanying Person and the Guide Dog will be carried free of charges provided that they present an official title issued by the competent authorities justifying their status an Accompanying Person for persons with reduced mobility. The approval or refusal of the official title will be discretionary.

2.3.2.        Children

When making a Booking, the Customer must specify whether one or more Children will be travelling on the Ride. 

If this information is not given at the Booking time, the Driver, at the Pick-up time, will inform FlibTravel as soon as possible who may immediately cancel the Booking without any right to a Refund for the Customer.

Vehicles will be fitted the following as standard:
-       One (1) category 1/2/3 child seat (9-26 kg, 12 months to 10-12 years old)

Equipment for babies is not provided (in example, Maxi cosi).

The Customer expressly acknowledges and accepts that specific equipment for babies and Children carried with the Passenger must be provided, if the equipment provided for the Transport is not sufficient (in example, if two or more Children are to be carried in the same seat category).

The Driver reserves the rights to refuse the Passenger and the Child if the necessary equipment that the Customer is required to provide is missing, without any right to Refund for the Customer.

FlibTravel reserves the right to refuse a Booking for a Child under the age of sixteen (16) if not accompanied by a person of at least 18 years old. Beyond the age of sixteen (16), the Child may be transported alone provided that he/she has parental authorisation to do so.

2.3.3.        Animals 

Animals’ transport (except Guide Dogs) will be not accepted on board Vehicles.  

2.3.4.        Transport of Special Luggage 

When making a Booking, the Customer is required to specify whether Special Luggage (strollers, golf clubs, etc.) is to be carried. To do so, all requests must be sent by email to [email protected].

Requests for the Special Luggage Transport must be expressly accepted by FlibTravel by return email.

Strollers are considered as Special Luggage. To be accepted in the Vehicle by the Driver, strollers must be foldable.

If such requests for the Special Luggage Transport are not made in advance, the Driver will, at the Pick-up time, inform FlibTravel as soon as possible who may immediately cancel the Booking without any right of Refund for the Customer. 

2.4.             Conclusion of the contract

When the Customer makes a Booking, pays the Price and receive the First Email confirming his/her Booking for the Door2Gate Service, the contract is concluded.
The conclusion of such contract implies, on the Customer’s part, the acceptance without reserve of these GTC, which the Customer acknowledges having read before making the Booking.

2.5.             Cancellation and refund policy

2.5.1.        It is not possible to modify a Booking for a Door2Gate Service.

2.5.2.        The Customer has the possibility to cancel a Booking: 
       i.        Up to 24 (twenty-four) hours before the performance of the Door2Gate Service, entitling the Customer to a credit note of 100% (one hundred percent) of the paid Price;
     ii.        Up to 12 (twelve) hours before the performance of the Door2Gate Service, entitling the Customer to a credit note of 50% (fifty percent) of the paid Price;
    iii.        Less than 12 (twelve) hours before the performance of the Door2Gate Service, entitling to no Refund.

In the event of cancellation of a Booking, the Customer will receive an email with cancellation details.

2.5.3.        If the Customer wishes to cancel the Booking, a credit note will automatically be credited to his/her account.

This refundable credit note will be valid for 12 (twelve) months and may be used to pay for all or part of the Customer’s future Booking for all Flibco.com Services or be requested as a Refund.

If the Customer chooses the Refund, the amount of the paid Price reduced by the processing fee of five (5) euros per refunded credit note will be refunded to the credit card account indicated by the Customer in his request, or to the credit card used to make the payment.

Article 3.             General conditions of Transport

3.1.             Transport tickets

The Transport ticket materialises the contract concluded between the Customer and the Service Provider. As a matter of principle, the Booking confirmation constitutes a sufficient proof of the contract.

The Transport ticket is strictly personal and may not be sold or transferred to a third party.

The Customer may not hold the Service Provider liable for the loss or damage of the Transport ticket. The Customer is obliged to present a valid Transport ticket to the Driver, without which he/she may be refused boarding.

3.2.             Pick-up

There is no assigned seat in the Vehicle, so the Passenger is not entitled to require the allocation of a particular seat. The Passenger may only consider a change of seat with the agreement of the Passenger occupying it. The Passenger is also not entitled to occupy a seat by placing Luggage or other personal belongings on it or by occupying two or more seats, unless they have reserved and paid for such additional seats in the Vehicle. 

3.3.             Luggage

The Door2Gate Service allows the Customer and Passengers to have Luggage transported in accordance with the terms and conditions detailed below, as well as Special Luggage, on the express condition that the Customer, respectively the Passenger, also participates in the Transport. FlibTravel will not accept to transport Luggage without Passengers.

3.3.1.        Authorised Luggage 

The FlibTravel’s Door2Gate Service includes the right for each Passenger to have carried:

       i.         One (1) piece of hand Luggage which the Passenger keeps with him/her during the Transport:

• Maximal size: 35 cm x 20 cm x 20 cm
• Maximal weight: 10 kg

     ii.         Two (2) Luggage in the Vehicle’s trunk:

• Maximal size: 55 cm x 85 cm x 40 cm and 55 cm x 40 cm x 20 cm
• Maximal weight: 25 kg and 10 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 paid Price will be retained by FlibTravel.

These size and weight limitations do not apply to orthopaedic and/or medical equipment for PRM Customers, subject to the space available in the Vehicle’s trunk.

Any wheeled Luggage, whatever its size and weight, must be placed in the Vehicle’s trunk.

3.3.2.        Dangerous and/or unsuitable Luggage

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

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

Items such as bicycles, skis, musical instruments, televisions, screens or household devices are strictly prohibited. The Service Provider shall not be liable for any damage to such Luggage.

Any ordinary weapon or authorised firearm (in example: shotgun, collector’s weapon) must be notified in advance to FlibTravel and the Driver. They may only be carried in the Vehicle’s trunk subject to the prior agreement of FlibTravel and the Service Provider and with proof of authorisation to carry weapons. All requests must be made by email to [email protected] at least seventy-two (72) hours in advance. 

It is forbidden to carry on board illegal or combustible products, explosive, radioactive, foul-smelling or caustic substances.

3.3.3.        Packaging and labelling of Luggage

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

All Luggage must be identified by label stating the name of the Passenger to whom it belongs, his/her address and phone 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 paid Price will be retained by FlibTravel.

3.4.             Right of inspection 

For safety reasons, the Customer expressly agrees that the Driver may inspect the Luggage at the Pick-up time. If the Passenger refuses the Luggage inspection, the Driver reserves the right to refuse the Passenger and/or the Luggage, without this refusal giving the right to any Refund, the paid Price being retained by FlibTravel, or to any claims for damages.

3.5.             Valuable Items 

Valuable Items such as cash, jewellery, precious metals, keys, glasses (sunglasses and/or eyeglasses), electronic devices (laptops, iPads, tablets, PM3 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 must be carried in Luggage that the Passenger keeps with him/her during the Transport and not in Luggage place in the Vehicle’s trunk, and must be under his/her care.

3.6.             Pick-up time, Pick-up time changes and delays

The Pick-up is indicated in the Second Email to the Customer. 

The Pick-up time indicated in the SMS is purely indicative in that it is calculated on the basis of average traffic flow. 

Except in the case of gross negligence or intentional misconduct, the Service Providers is not responsible for the consequences of delays on departure or arrival. 

Events such as traffic jams, slowdowns, roadworks, accidents, weather conditions, technical problems or other Passengers’ behaviour may cause delays and are in no way attributable to the Service Provider, who is not liable to pay any compensation of any kind to the Customer and/or Passenger.  

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

Before Booking, the Shared Door2Gate Service Customer will be informed of the estimated departure/arrival rime and the Pick-Up/drop-off location. It is possible that changes to the departure time and scheduled stops may occur after the Transport ticket has been issued. The Customer is requested to enquire about possible changes before departure.

In the event that the actual arrival time differs by more than three (3) hours from the Desired Arrival Time indicated in the First Email and the Customer has observed and complied with all his/her obligations under these GTC, FlibTravel undertakes to refund the full paid Price for the Door2Gate Service.

3.7.             Obligations of the Customer / Passenger

Each Passenger is required to arrive at the Meeting Point at least ten (10) minutes before the departure time indicated in the SMS. After this time indicated in the SMS, the Driver will notify FlibTravel of the Passenger’s No-Show and the amount of the paid Price for the Door2Gate Service will be retained by FlibTravel.
The Customer/Passenger is required to adopt the following rules of conduct throughout the entire Transport: 

i.    Comply with the rules of the highway code and other applicable road safety regulations, in particular the wearing of seat belts, the prohibition of opening the doors during the Transport, smoking in the Vehicle, including electronic cigarettes, listening to music over a loudspeaker throughout the Transport, eating in the Vehicle or consuming alcoholic beverages in the Vehicle, soiling the Vehicle;

ii.    Behave in such way as not to disturb other Passengers so that the Transport proceeds in complete tranquillity and the Vehicle’s equipment is not damaged or soiled;

iii.    Comply with all instructions issued by the Driver; and 

iv.    In the current context of the fight against the spread of COVID-19, each Passenger acknowledges and accepts that the wearing of a mask or any other device enabling the nose and mouth to be covered is compulsory in all circumstances in the Vehicles from June 1st, 2020.

The Driver reserves the right to refuse entry to the Vehicle or to remove from the Vehicle at any time (subject to safety regulations), any Passenger who is clearly under the influence of alcohol or drugs. The same applies to Passengers who jeopardise the safety of other Passengers on the Transport or significantly disrupt the well-being of other Passengers, who do not wear a mask covering their nose and mouth when entering the Vehicle or who remove it during the Ride. In such cases, Customers may not exercise any cancellation right, compensation of any kind whatsoever, or Refund, the paid Price remaining with FlibTravel.

At the end of the Transport, the Passenger must ensure that no Luggage, Valuable items or personal belongings are left/forgotten in the Vehicle.

3.8.             Modification of the Ride

The modification of the Ride or turning the Vehicle around due to an oversight is not possible for the Shared Door2Gate Service.

3.9.             Responsibility of FlibTravel and the Service Provider 

The performance of the Transport is the responsibility of the Service Provider in accordance with the applicable national, European and international provisions.
If international conventions are applicable to services or if there are legal provisions based on these conventions which provide that damages can only be claimed under certain well-defined conditions or restrictions, FlibTravel may rely on these conventions and related legal provisions vis-à-vis the Customer.

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

To the fullest extent permitted by law, FlibTravel’s liability is limited or excluded in accordance with the following detailed provisions:

i.               Liability is limited:

• to a maximum of EUR 1,200 per Passenger and per Luggage, in the event of Luggage damage resulting from an accident involving the Vehicle or loss of Luggage for the same reason; 
• to a maximum of EUR 150 per Luggage placed in the Vehicle’s trunk, in the event of loss or damage placed in the Vehicle’s trunk; 
• to a maximum of EUR 300 per Valuable Items, in the event of damage to these Valuable Items carried in the Customer’s and/or Passenger hand Luggage.

ii.              Liability is excluded:

• in the event of loss of Luggage not related to an accident involving the Vehicle, except for the mixing 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 Valuable Items contained in the Luggage placed in the Vehicle’s trunk.

Compensation for damage to a wheelchair or other mobility equipment or assistive devices should always be at least equal to the replacement value or repair cost of the lost or damaged equipment. In such cases, every effort shall be made to replace, a least temporarily, such equipment with other equipment having the same technical and functional characteristics as 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 assistive devices, the amount of compensation is limited to EUR 1,000 (one thousand euros), unless the material damage is based on an intentional act or gross negligence.

The Service Provider is liable for damages suffered by Passengers due to accidents occurring during the Transport, unless it demonstrates that the accident is due to an unrelated cause that cannot be attributed to it.

The limitations and exclusions of liability listed above do not apply to physical injury (fatal injury, personal injury, health damage) suffered by Passengers, 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 Providers and/or FlibTravel.

If the Luggage is forgotten in the Vehicle, FlibTravel will attempt to contact the Customer to inform them that the Luggage has been forgotten. If the owner of the Luggage cannot be identified or contacted, neither the Service Provider nor FlibTravel is obliged to trace the identity of the owner or to contact the owner by other means.

In the event of a claim by a Passenger for a Valuable Item, Luggage or any other personal belongings left or lost in the Vehicle, the Service Provider and/or FlibTravel shall have the right to require any evidence deemed necessary to attest the ownership of the claimed item. In case of doubt, the Service Provider and/or FlibTravel may require a deposit or other equivalent security from the claimant.

In any event, neither the Service Provider nor FlibTravel is obliged to store the Luggage after the Transport. If they are able to store the Luggage, it will be stored and returned to the Customer against proof of identity and payment of a storage fee of 1 (one) euro per Luggage and per day started.

If the Customer does not claim the Luggage within one (1) month from the date of performance of the Door2Gate Service, the Service Provider and/or FlibTravel may dispose of the Luggage in the manner they deem appropriate.

3.10.          Force majeure

In no case 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 additional 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 neither the Service Provider nor either party, exclusion or concerted interruption of work or in the event of hindrances, endangerment or obstruction 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 the performance of the Door2Gate Service impossible. In this case, the Customer is entitled to a Refund of the paid Price. 

FlibTravel may terminate the contract after departure if the Door2Gate Service can no longer be provided due to force majeure or additional difficulties, danger or considerable hindrance resulting from unforeseeable events such as: war, acts of war, riots or civil war, arrests, confiscations, obstructions by government agencies or other persons, street blockades, quarantine measures as well as strikes for which neither FlibTravel or the Service Provider is responsible, the exclusion or concerted interruption 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. Additional Costs in connection with repatriation due to termination for reasons of force majeure remain at the Customer’s expense. If FlibTravel terminates the contract, it is entitled to claim adequate remuneration for services already provided or for services still to be provided under the contract, insofar as these are still of interest to the Customer, even after termination of the contract.

Article 4.             General provisions

4.1.             Personal data protection

Customer’s and other Passengers personal data is processed in accordance with the data protection policy posted on the Website.

4.2.             Further modification 

As these GTC may be modified at FlibTravel’s discretion, the version applicable to the Customer’s or Consumer Customer’s Booking is that in force at the date of the Booking.

4.3.             Partial Nullity

If one or more provision of these GTC is held to be invalid or declared as such in application of a law, a regulation or a court decision that become final or res judicata, the other provisions shall retain their full force and effect. 

4.4.             Waiver

Any express or tacit waiver in the part of FlibTravel to avail itself of one or other of the clauses of these GTC shall in no way entail the waiver of the application of the other clauses.

4.5.             Claims - Mediation - Applicable law and jurisdiction  

4.5.1    For any question or complaint, FlibTravel invites the Customers to address their request in priority to the customer service of FlibTravel to the following contact details: [email protected] or FlibTravel International, 4, rue Belair, L-4514 Differdange

Any claims relating to the Booking, the performance or the consequences of the Door2Gate Service must be submitted by the Customer within 2 (two) months of the date on which the Door2Gate Service was to be or was performed.

Any complaint must be submitted by the Customer to FlibTravel by recorded letter with acknowledgement of receipt or by email.

Without prejudice to the mandatory provision of the law, after this period, the Customer shall 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 upheld, rejected or is still under consideration. The final answer must be given within a maximum of three (3) months from the receipt of the complaint.

4.5.2    The Consumer Customer has the right to have recourse, free of charge, to a mediation procedure in accordance with the Luxembourg Consumer Code, for any complaint relating to a Booking which has been filed in writing with FlibTravel within the last 12 (twelve) months and which has not led to an amicable agreement.

FlibTravel may propose a mediation platform to the Consumer Customer without it being binding on him. The Consumer Customer can also go to the European consumer dispute resolution platform by clicking on the following link:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

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

4.5.3    For any dispute not settled according to the procedure described above or concerning a Customer other than a Consumer Customer, exclusive jurisdiction is attributed, unless otherwise provided for, to the courts of the Grand Duchy of Luxembourg, notwithstanding multiple defendants and/or appeal in guarantee, even for emergency proceedings or protective proceedings in summary proceedings or by request/application.

4.5. These GTC are subject to Luxembourg law. For any Door2Gate 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.

Article 5.    Account Deletion

5.1. Deletion of the user account 

The Customer has the possibility to delete his/her user account via the application or the website flibco.com.
To do so, he/she must go to the application “Edit Profile” section or “Contact Information” on Flibco.com and click on the "Delete Account" button.

The Customer is made aware that the deletion of the account does not allow the recovery of any remaining balance on his account. The deletion of the account is immediate and definitive and the possible remaining balance on the user account will be automatically and definitively lost without the possibility for FlibTravel to credit the bank account or the credit card used by the customer.
If the Customer wants to delete his user account and recover the remaining balance on his account, he must imperatively, before deleting his account, send an email to the address: [email protected] to ask for the reimbursement of the amount of the remaining balance and wait for the reimbursement confirmation email.
The refund will be made, at the latest, within 5 days from the email request, on the credit card account indicated by the Customer in his request, or failing that, on the credit card, indicated on the user account.