General Conditions of Carriage

Version: November 2026

Article 1: Definitions

In these conditions, except where the context otherwise requires or where it is otherwise expressly provided, the following expressions have the meanings respectively assigned to them, that is to say:

Airline Designator Code

Means the two-characters or three letters which identify particular air Carriers and that is shown on the Ticket.

Authorised Agent

Means a passenger sales agent who has been duly appointed by Us to represent Us in the sale of air transportation on our services.

Baggage

Means both Checked Baggage and Unchecked Baggage, unless otherwise specified.

Baggage Check

Means the portion of the Identification Form issued to the Passenger by the Carrier relating to the carriage of Checked Baggage.

Baggage Tag

Means the part of the Identification Form that is affixed to the Checked Baggage.

Carrier

Means Luxair or any other Carrier, whose Airline Designator Code appears on the Passenger’s Ticket or on a Conjunction Ticket.

Checked Baggage

Means Baggage of which Carrier takes sole custody and for which an Identification Form has been issued.

Check-In Deadline(s)

Means the time limit specified by the airline by which the Passenger must have completed check-in formalities and received his boarding pass.

Charter Agreement

Means the agreement where any other party has contracted with the Passenger (for example a tour operator) and entrusts the Carrier with performing all or part of the carriage of the Passenger in connection with package travel, package holidays and package tours, including under EU Package travel directive. The “contractual Carrier” in this respect is the charterer or tour operator who as a principal enters into a Charter Agreement.

Conditions of Carriage

Means these general conditions of carriage.

Conjunction Ticket

Means one, or more, additional Tickets issued in the same reservation to cover your entire journey. These are called Conjunction Tickets and together, they constitute a single contract of carriage.

Contract of Carriage 

Means the declarations and provisions appearing on the Ticket or Itinerary Receipt, identified as such and incorporating these Conditions of Carriage as well as notices to Passengers.

Coupon

Means both a paper Flight Coupon and an Electronic Coupon, each of which entitles the Passenger to travel on the particular flight identified on it.

Days

Mean calendar days, including all seven days of the week: provided that, for the purpose of notification, the day upon which notice is dispatched shall not be counted; and provided further that for purposes of determining duration of validity of a Ticket, the day upon which the Ticket is issued or the flight commenced shall not be counted.

Electronic Coupon

Means an electronic flight coupon or other value document held in Luxair’s database.

Electronic Ticket

Means the Ticket saved by the Carrier or at its request by a computerized reservation system and that is evidenced by the Itinerary Receipt, the electronic Flight Coupon or any other document that has the same value, issued by the Carrier on its name.

Fares 

Means the Fare for a journey reserved by the Passenger, in a booking class, for given routes, flights, and, where applicable, dates. The Fares also include Taxes, when required by applicable law.

Flight Coupon

Means that portion of the Ticket that bears the notation ”good for passage”, or in the case of an Electronic Ticket, the Electronic Coupon, and indicates the particular places between which you are entitled to be carried.

Identification Form 

Means a tag issued by the Carrier for the sole purpose of identifying Checked Baggage and that includes a portion that is affixed to the Baggage (“Baggage Tag”) and another portion that is issued to the Passenger for the identification of said Baggage (“Baggage Check”).

Itinerary Receipt

Means a travel document or documents Luxair issues to Passengers travelling on Electronic Tickets that contain the Passenger’s name, flight information and further notices relevant for the journey. This document is to be retained by the Passenger and to be carried during the whole journey.

Luxair, “We”, “Our” “ourselves” and “Us”

Means the company Luxair, Société Luxembourgeoise de Navigation Aérienne S.A., a public limited liability company (société anonyme) incorporated and existing under the laws of the Grand Duchy of Luxembourg, having its registered office at 1 Avenue de l’Aéroport, L-1110 Senningerberg, Grand Duchy of Luxembourg, registered with the Luxembourg Trade and Companies Register under number B 4109.

Passenger(s), “You”, “Your”,”Yourself”

Means any person who is carried or to be carried by plane based on a Contract of Carriage.

Passenger with Reduced Mobility 

Means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability or age, and whose situation needs appropriate attention and the adaptation to his particular needs of the service made available to all Passengers.

Passenger Coupon/Passenger Receipt

Means the portion of the Ticket, issued by the Carrier or in its name, which is identified as such and must be retained by the Passenger.

 Regulation (EC) No 261/2004

Means the Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.

Stopover

Means a scheduled stop on your journey, at a point between the place of departure and the place of destination.

Taxes

Means the fees, taxes and charges imposed by governments, an airport operator or any other authority.

Ticket

Means either the document entitled ”Passenger Ticket and Baggage Check” or the Electronic Ticket, in each case issued by the Carrier or on the Carrier’s behalf, and includes the Contract of Carriage, notices and coupons.

Unchecked Baggage

Means all Baggage other than Checked Baggage. This Baggage remains in the custody of the Passenger.

Article 2: Scope of application

2.1 General provisions, Scope

These general conditions are the Conditions of Carriage referred to in the Ticket and except as provided in articles 2.2, 2.3 and 2.4, our Conditions of Carriage shall apply to all flights and flight segments, where our name or Airline Designator Code (“LG”) is indicated in the Carrier box of the Ticket for that flight or flight segment.

These Conditions of Carriage have been drawn up pursuant to the Montreal Convention of 28 May 1999 and the European and Luxembourg law in force.

2.2 Charter operations

If carriage is performed pursuant to a Charter Agreement, these Conditions of Carriage apply only to the extent they are incorporated by reference or otherwise in the Charter Agreement.

2.3 Code Shares

On some services, we have arrangements with other Carriers known as a “Code Share”. This means that even if you have a reservation with us and hold a Ticket where our name or Airline Designator Code (“LG”) is indicated as the Carrier, another Carrier may operate the aircraft. If such arrangements apply, we will advise you of the Carrier operating the aircraft at the time you make a reservation.
For Code Share services on flights operated by another Carrier, these Conditions of Carriage shall apply. However, we advise you to read through the conditions for flights operated by another Carrier in the context of a Code Share agreement and familiarise yourself with, for example, check-in times, requirements and policies regarding the carriage of unaccompanied minors, carriage of animals, refusal of carriage, oxygen devices, operational irregularities, denied-boarding compensation and Baggage etc.

2.4 Interlining

These conditions of carriage do not apply to flights that do not bear the Airline Designator Code “LG” even where the ticket was issued by us. In that case we are not the Carrier, but act as intermediary between you and the Carrier whose Airline Designator Code appears on the ticket, and the fare conditions and conditions of carriage of that Carrier apply.

2.5 Information on the identity of the operating Carrier

Upon reservation, the air carriage contractor will inform you of the identity of the operating air Carrier or Carriers. When the identity of the operating air Carrier is not yet known at the time of reservation, the air carriage contractor will provide you as soon as possible with this information and at the latest at the check-in or on boarding where no check-in is required for a connecting flight.
You can find the EU list of carriers that are subject to an operating ban within the European Union at:  https://transport.ec.europa.eu/transport-themes/eu-air-safety-list_en 

Article 3: Tickets

3.1 General Provisions

3.1.1 The Ticket constitutes conclusive evidence of the Contract of Carriage between us and the Passenger named in the Ticket. The carriage service is provided to the Passenger named on the Ticket. Luxair reserves the right to check the identity documents of Passengers. Passengers shall be able to provide Luxair with proof of their identity as well as the identity of those for whom they are responsible, at any time, during their journey. We reserve the right to deny carriage in the event that the passenger is unable to verify his/her identity.

3.1.2 A Ticket is not transferable.

3.1.3 Tickets may be partially or completely non-refundable/non-changeable depending on the applicable Fare. It is the Passenger’s responsibility, when making a reservation, to consult the applicable conditions regarding the use of the Ticket and, if necessary, to take the appropriate insurance to cover circumstances where Passenger has to cancel his journey.

3.4 Period of Validity 

3.2.1    Except as otherwise provided in the Ticket or in these Conditions of Carriage or in an applicable Tariff, (which may limit the validity of a Ticket, in which case the limitation will be shown on the Ticket), a Ticket is valid for:
(a)    One year from the date of issue; or
(b)    Subject to the first travel occurring within one year from the date of issue, one year from the date of first travel under the Ticket.

3.2.2    If, after having started your journey, you are prevented, for health reasons, from continuing your journey during the validity period of the Ticket, we will extend the validity of the Ticket until the date of the first available flight after you are once again in the position to travel, provided that you present an appropriate medical certificate stating the health reasons that prevented you from continuing your journey and provided that these health reasons were not known when the reservation was made. Said extension shall only start at the point at which the journey was interrupted and shall be valid for carriage in the class of the Fare initially paid. The validity of the Ticket shall be extended for not more than three months from the date shown on the medical certificate submitted. In the same way and subject to compliance with the conditions of proof specified above, the Carrier may, on request, extend the validity of Tickets of immediate family members who were accompanying you at the time such health problems caused you to discontinue your journey.

3.2.3    In the event of death of a Passenger during the journey, the Tickets of the persons accompanying the Passenger may be modified by waiving the minimum stay requirements or by extending the validity period of said Ticket. In the event of a death of an immediate family member of a Passenger who has commenced his journey, the validity of the Passenger’s Tickets and those of the immediate family accompanying the Passenger may likewise be modified in the same way. Any modification shall be made upon receipt of a valid death certificate and any extension of validity shall not exceed a period longer than forty-five (45) days from the date of death.
 

3.3 Coupon Sequence and Use 

The Fare established on the basis of the details, flight dates and routes mentioned on the Ticket corresponds to a departure point and an arrival point, via any Stopover scheduled when the Ticket was purchased, and forms an integral part of the Contract of Carriage. The Fare applied on the Ticket issue date has been calculated for a Ticket used fully and in the sequential order of Flight Coupons, for the specified journey and on the specified dates.
If you have chosen a fare that requires observance of a fixed ticket sequence, and carriage is not used on all legs or not used in the sequence specified on the ticket with otherwise unchanged travel data and a higher fare would have been determined on the day of the booking for your altered routing, we will subsequently collect the fare difference taking into account the fare already paid. The airfare will be determined in accordance with the fare you would have had to pay for your actual routing in your price group on the day of your booking.
If the category of Fare the Passenger originally booked was not available for the altered routing on the day of the booking, the cheapest available Fare category for the Passenger altered routing will be taken as the basis for the recalculation. Please note that Luxair can make carriage dependent on whether Passenger has paid this difference in price.
If you have a refundable Ticket, as defined by the Fare conditions, and have still not flown a single segment of it, you may ask for a refund of the price of the Ticket in accordance with Fare conditions. This means that you will forfeit your entitlement to carriage.
Changes that the Passenger wishes to make are subject to the Fare conditions attached to their Ticket and to payment of the applicable administration fees.

Article 4: Fares, Taxes, Fees and Charges

4.1 Fares

Fares apply only for carriage from the airport at the point of departure to the airport at the point of destination, unless otherwise expressly stated. Fares do not include ground transport service between airports or between airports and city centers. The price of the Ticket is calculated in accordance with the Fares applicable on the day the Passenger books his Ticket for the flight dates and itinerary shown on his ticket. Should you change your itinerary or journey date, this may have an impact on the applicable Fare. The Fare may include surcharges levied by the Carrier.

4.2 Taxes

All applicable Taxes shall be paid by the Passenger. At the time the Passenger purchases his Ticket, the Passenger will be advised of the Taxes which will be included in the Fare which, in most of the cases, are shown separately on the Ticket. Similarly, in the event Taxes are abolished or reduced, the Passenger may be refunded for the reduced or abolished amounts. Should Passenger not travel on a flight for which he/she has a confirmed reservation, the Passenger will benefit from a refund of said Taxes.

4.3 Credit card surcharge

A surcharge may apply to reservations made with a credit card as specified at the time of reservation. This charge covers the extra cost associated with credit card payments. Under certain circumstances you may be subject to additional fees imposed by your card issuer. Any query relating to such fees must be directed to the card issuer.

Article 5: Reservations

5.1  General provisions

Each Coupon will be accepted only for carriage in the class specified on it and for the day and flight for which there is a reservation.

We or our Authorised Agent will record your reservation(s). Upon request, we will provide you with written confirmation of your reservation(s). Certain Fares are under conditions which limit or exclude the possibility to change or cancel reservation(s). For the individual terms please refer to the respective Fare conditions.

5.2 Ticketing Time Limits

If you have not paid for your Ticket prior to specified ticketing time limit, as advised by us or our Authorised Agent, we may cancel your reservation.

5.3 Personal Data

Personal data will be handled in accordance with applicable law, and Luxair’s Security and Privacy Policy. 

5.4 Seat allocation, onboard services and type of aircraft

Luxair will make all reasonable efforts to meet advance seating requests; however, Luxair cannot guarantee any particular seat. Luxair reserves the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary, in particular, for safety or security reasons or for reasons of force majeure. Luxair shall make reasonable effort to meet Passenger’s requirement regarding the services provided on board aircraft, in particular drinks, special meals, movies, etc. The type of aircraft indicated to the Passenger at the time of the reservation or subsequently is stated for information purposes only. Imperatives relating to security and safety, reasons of Force Majeure may lead Luxair to modify the type of aircraft.

5.5 Seating reservation subject to reservation charges

If you have paid for your seat reservation, you have a right to a certain seat. In case of rebooking made by us (except in cases of complementary upgrades), in case of flight cancellation or in the event of changes made by us, we will refund you the amount paid for your seat reservation if your desired seat is not available. If you cancel or rebook your Ticket the amount paid for the seat reservation will not be refunded.

5.6 Reconfirmation of Reservations 

Luxair does not require reconfirmation for Luxair’s flights. If other Carriers require the Passenger to reconfirm onward or return reservations, the failure to comply with this requirement may entitle the Carriers to cancel the onward or return reservation. Passenger should check the reconfirmation requirements of any other Carriers involved in his journey. Passenger may be required to reconfirm with the Carrier whose Airline Designator Code appears for the relevant flight on the Ticket.

5.7 Passenger contact details

The Passenger is responsible for providing valid, complete and up-to-date contact information during the reservation process, including a functional email address and/or a telephone number at which the Passenger can be reached, and for promptly notifying Luxair of any subsequent changes until completion of the journey. These details may be provided directly to Luxair or through the intermediary making the reservation.
Should the Passenger fail to provide or update such information, Luxair shall not be liable for loss resulting solely from the Passenger’s non-receipt of notifications concerning schedule changes, cancellations, delays or other operational updates, provided that Luxair demonstrates that the non-receipt was directly caused by that failure and did not result from any breach of Luxair’s own obligations or those of persons for whom it is legally responsible.
The Passenger shall not be responsible under this Article for an intermediary’s failure to transmit contact information correctly provided by the Passenger.
Nothing in this Article limits Luxair’s statutory obligations to inform Passengers, alters any applicable burden of proof, or restricts Passengers’ rights under Regulation (EC) No 261/2004 or other applicable mandatory law. This Article does not exclude or limit liability for death or personal injury, fraud, gross negligence or wilful misconduct, or any liability that cannot lawfully be excluded or limited.

Article 6: Check-in and Boarding

6.1 Check-in Deadlines vary from airport to airport and you must inform yourself about these Check-in Deadlines in order to facilitate your journey and avoid your reservation being cancelled. The Carrier or its Authorised Agent shall provide Passengers with all requisite information on the Check-In Deadline for their first flight with the Carrier. If the Passenger’s journey includes subsequent flights, it is the Passenger’s responsibility to check that they are in possession of all the information relating to Check-In Deadlines for these flights. Information on Check-In Deadlines for Luxair flights is available on Luxair’s website or at the travel agency where the Ticket was issued.

6.2 You must have completed the check-in process no later than at the Check-in Deadlines indicated and you must arrive sufficiently in advance of the flight in order to be able to carry out all necessary formalities for your journey. Should you fail to do so or should you not present all the documents allowing you to be checked-in and therefore be unable to travel, we are entitled to cancel your reservation.

6.3 The Passenger must be present at the boarding gate prior to the end of the boarding time specified at check-in. Luxair may cancel the reservation of the Passenger if the Passenger fails to arrive at the boarding gate in time. Such cancellation shall not affect any potential rights the Passenger may have under Regulation (EC) No 261/2004 or to a refund of Taxes.

Article 7: Right to refuse Carriage

7.1 Right to refuse carriage

Luxair may refuse to carry a Passenger if Luxair has notified this Passenger in writing before the booking that Luxair would not at any time after the date of such notice carry the Passenger on its flights because the Passenger has contravened the rules of behaviour stated in articles 7 or/and 10 of these Conditions of Carriage on a previous flight. Furthermore, Luxair is entitled to refuse to carry a Passenger on his journey or onward journey or to cancel the seat booking, if:
a)    Such action is necessary for reasons of safety or security to prevent violation of any applicable laws, regulations or orders of any state to be flown from or to or over, such as, but not limited to, any immigration law or act; or
b)    The carriage of the Passenger and/or their Baggage may endanger or affect security, safety, health, or good order on board of the aircraft especially if the Passenger uses intimidation, behaves abusively and/or insultingly or uses abusive and/or insulting language to Passengers or the crew; or
c)    The conduct or medical or physical state, including the Passenger’s impairment from alcohol or drugs, presents a hazard or risk to the Passenger, the crew, the aircraft, or to property; or
d)    The Passenger behaved on a previous flight in such a manner as to significantly violate our rules of conduct  and Luxair has reason to believe that such conduct may be repeated; or
e)    The Passenger has refused to submit to a security check; or
f)    The Passenger has not paid the applicable Fares and/or Taxes, or Passenger does not pay the difference in amount (surcharge) arising in accordance with 3.3.1; or
g)    The Passenger does not have valid travel documents, seeks to illegally enter a country during transit, has destroyed his travel documents during the flight or has refused to surrender travel documents to the flight crew, against receipt, when so requested, or the Passenger’s documents are expired, incomplete in light of the regulations in force, or fraudulent (identity theft, forgery or counterfeiting of documents). A declaration of loss or theft of an identity document or passport is not considered a valid or an official travel document necessary for entry at the point of destination; or
h)    The Ticket presented by the Passenger (i) was obtained or received unlawfully, (ii) has been reported as being lost or stolen, (iii) has been forged or counterfeited, or (iv) the Passenger cannot prove that he is the person named on the Ticket; or
i)    The Passenger fails to observe Luxair’s instructions with respect to safety or security, or
j)    The Passenger fails to observe (i) the smoking ban in place in all of our aircraft, while boarding and on board, or (ii) the rules on the use of electronic devices on board.

7.2 Special Assistance 

7.2.1 Requests for carriage of persons with reduced mobility, pregnant women, persons with illness or other people requiring special assistance have to be registered with Luxair in advance and may be subject to special conditions. Passengers should inform the Carrier of their disability or of any need for special assistance when making their reservation. Should a request for special assistance be made following reservation or, in accordance with the applicable regulations, at least 48 hours prior to departure, the Carrier will naturally do everything in its power to fulfil the request pursuant to the applicable regulations, taking particular account of the time frame and the specific nature of the assistance requested.
The special conditions relating to the carriage of people as outlined in this Article 7.2.1 are available from the Carrier and its Authorised Agents, on request, and on the Luxair’s website by using this link:  https://www.luxair.lu/en/information/passenger-assistance/ 

7.2.2 If a Passenger requires a special meal, he must enquire as to the availability thereof when making reservation or within the time limits published by Luxair. Failing this, Luxair does not guarantee the presence of said special meal on board the flight.
The conditions relating to the special meals as outlined in this Article 7.2.2 are available on Luxair’s website by using this link : https://www.luxair.lu/en/information/catering/ 

7.2.3 If a Passenger has medical issues or a specific medical condition, it is recommended that the Passenger consults a doctor before taking a flight, particularly a long-haul flight, and takes all necessary precautions for his flight to take place without incident.

7.2.4 Acceptance for Carriage of unaccompanied minor (UM) has to be registered with us in advance. The carriage of unaccompanied minors requires prior arrangement with the Carrier, is subject to our relevant regulations and may be subject to the payment of a supplementary fee, which can be found on Luxair’s website by using this link: https://www.luxair.lu/en/offers/unaccompanied-children-and-minors/ 

Article 8: Baggage

8.1 General provisions

8.1.1 Regarding their Baggage:

(a)    Passengers declare that they are fully aware of the content of all of their Baggage.
(b)    Passengers undertake not to leave their Baggage unattended from the time when they pack it and not to accept items from another Passenger or any other person.
(c)    Passengers undertake not to travel with Baggage entrusted to them by a third party.
(d)    Passengers are advised not to include perishable or fragile items in their Baggage. If, however, Passengers include such items or objects in their Baggage, they must ensure that these are properly and securely packed and protected in suitable containers, in order not to damage these items and objects as well as Baggage belonging to other Passengers or Luxair’s aircraft.

8.1.2 Subject to the Fare conditions, you can take a limited number of Baggage items with you on board as part of your baggage allowance. Your free Baggage allowance is shown on your Ticket and can also be obtained from us or from our Authorized Agent that issued the Ticket. . If you wish to carry Baggage in excess of your free Baggage allowance, we advise you to contact the respective Carrier directly or to consult its terms and conditions or website. Such carriage of additional Baggage may be subject to the payment of a charge.

8.2 Items Unacceptable as Baggage 

8.2.1 Passenger must not include in the Baggage any items for which carriage is prohibited or restricted by the applicable regulations and the law in force in any departure, arrival or transit state or overflown state, including in particular:
a)    items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the “Dangerous Goods Regulations” of the ICAO (International Civil Aviation Organization) Technical Instructions for the Safe Transport of Dangerous Goods by Air, the IATA (International Air Transport Association) Dangerous Goods Regulations and our own transport regulations. All the information are available from Luxair or its Authorized Agent upon request, or on Luxair's website by using the following link : https://www.luxair.lu/en/information/restricted-items/

These items include, but is not limited to, explosives, pressurized gas, oxidizing, radioactive or magnetized substances, inflammable substances, toxic or corrosive substances articles, liquids or other substances which are capable of posing a significant risk to health, safety or property when transported by air.

b)    items for which carriage is prohibited by the applicable laws and regulations of the country of departure, destination or any country flown over.

c)    Items which are unsuitable for carriage because they are dangerous, unsafe or by reason of their weight, size, shape or character, or which are fragile or perishable having regard to, among other things, the type of aircraft being used. Information about unacceptable items is available from Luxair or its Authorised Agents upon request, or on Luxair's website: https://www.luxair.lu/en/information/special-equipment/ 

d)    Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunitions for hunting and sporting purposes may be accepted as Checked Baggage. Firearms must be unloaded with the safety catch on, and suitably packed. Carriage of ammunition is subject to ICAO and IATA regulations as specified in 8.2.1.a).

8.2.2 If you are carrying on your person or in your Baggage: weapons of any kind, in particular (a) side arms and sprays used for offensive or defensive purposes, (b) munition and explosives, (c) articles which, judging by their outward appearance or markings, appear to be weapons, munition or explosives, you have to present them to us for inspection prior to departure. We accept such articles for carriage only if they are carried as cargo or Checked Baggage in accordance with the regulations governing the carriage of dangerous goods.

8.3 Right to Refuse Carriage 

8.3.1    Luxair may refuse to carry as Baggage the items that do not comply with the conditions outlined in Article 8.2.

8.3.2    Luxair may refuse to carry as Baggage any items unsuitable for carriage because of its size, shape, weight, content, character, or, in particular, for security or safety reasons, or because it may affect the comfort of other Passengers. Information about unacceptable items is available upon request.

8.3.3    We may refuse to accept Baggage for carriage if it is not properly, suitably and securely packed in suitcases or other similar containers such that under normal conditions it will arrive undamaged.

8.4 Search of Passengers and Baggage 
For reasons of safety and security, we may require you to permit a search or screening of your person and your Baggage, as well as an X-ray of your Baggage. If you do not agree to a search or screening of your person or Baggage to determine the presence of articles which are inadmissible or which have not been presented in compliance with article 8.2, we may refuse to carry you and your Baggage.

For reasons of safety and/or security and/or at the request of the authorities, your Baggage may be submitted to a search to determine whether you are carrying dangerous goods or prohibited articles, and we may refuse your Baggage if you are carrying such items. For that purpose, your Baggage may be searched and the locks attached to your Baggage may be broken. If the passenger refuses to comply with such requests, we may refuse to transport the Passenger and its baggage.

If you are not present, we are entitled to open and search your baggage in your absence and to remove items that are not permitted pursuant to article 8.2 or have not been declared. We are not obliged to keep removed items in custody and are not liable for their loss or damage. We will not be liable for any damage to your baggage caused by the opening of the baggage if your baggage contained items that are not permitted pursuant to article 8.2. or have not been declared.
 

8.5 Checked Baggage 

8.5.1    The Passenger must hand over Baggage at the Carrier’s check-in desk or at the self service drop off point for the purpose of checking in prior to the Check-in Deadline. As soon as Passengers have handed over their Baggage at check-in, under the aforementioned conditions, the Carrier shall take custody thereof and issue Passengers with a Baggage Check, for each item that of Checked Baggage.

8.5.2    Checked Baggage must have Passenger’s name or other personal identification affixed to it.

8.5.3    Checked Baggage will, whenever possible, be carried on the same aircraft as the Passenger, unless it is necessary, in particular, for safety or security reasons to carry it on an alternative flight. If the Passenger’s Checked Baggage is carried on a subsequent flight Luxair will deliver it to the Passenger, unless the Passenger is required to be present for customs clearance.

8.5.4    Passengers are advised not to put in their Checked Baggage currency, jewellery, works of art, precious metals, silverware, securities, or other valuables, optical or photographic equipment, computers, electronic and/ or telecommunication equipment or devices, musical instruments, passports and identity documents, keys, business documents, manuscripts or deeds, whether individualized or fungible etc.

8.6 Unchecked Baggage 

8.6.1    Luxair shall specify the number, maximum weight and maximum dimensions for Baggage which the Passenger is permitted to carry on to the aircraft. In all cases, Baggage that the Passenger carries onto the aircraft must fit under the seat in front of the Passenger or in an enclosed storage compartment in the cabin of the aircraft. If your Unchecked Baggage does not comply with these conditions or does not meet safety and security requirements, it must be transported as Checked Baggage and we may charge you according to the Baggage rules applicable to your fare.

8.6.2    Items not suitable for carriage in the cargo hold of the aircraft (such as delicate musical instruments), and which do not meet the requirements in article 8.6.1 above, will only be accepted for carriage in the cabin compartment if the Passenger has given Luxair notice in advance and permission has been granted by Luxair. We may levy a surcharge for this additional service.

8.6.3    Passengers are responsible for personal effects and Unchecked Baggage that they take into the cabin.

8.7 Delivery of Checked Baggage 

8.7.1    Passenger is required to collect his Checked Baggage as soon as it is made available at his final destination or Stopover.

8.7.2    Luxair shall deliver Checked Baggage to the bearer of the Baggage Check upon payment of all unpaid sums due to Luxair under the Contract of Carriage.

8.7.3    If a person claiming the Baggage is unable to produce the Baggage Check and identify the Baggage by means of a Baggage Tag if one has been issued, Luxair will deliver the Baggage to such person only on condition that it proves its right thereto.

8.7.4    If you do not collect your Checked Baggage, the Carrier is entitled to store the Baggage at your cost and risk or to have it stored by third parties.

The Carrier shall be liable for damage to uncollected Baggage during storage only in cases of wilful misconduct or gross negligence on ist part or on the part of ist agents. Liability for slight negligence is excluded.

If the Passenger does not collect the Baggage within a period of three months from the date of arrival of the flight in question and does not respond to a collection notice sent to their last known address, the carrier is entitled to dispose of the Baggage in order to cover its costs. Any surplus proceeds shall be made available to the Passenger.

8.8 Pets and Guide Dogs 

8.8.1    The carriage of dogs, cats and other pets is subject to our approval and the following conditions: the animals must be properly crated and accompanied by current health and vaccination certificates, entry permits, and other entry or transit documents required by the respective countries. We reserve the right to determine the manner of carriage and to limit the number of animals which may be carried on a flight.

8.8.2    The weight of accompanied pets including the weight of containers and food carried shall not be included in the free Baggage allowance of the Passenger and the Passenger must pay a surcharge, the conditions of which are available from the Carrier or its Authorized Agent, and on Luxair’s website by this link : https://www.luxair.lu/en/information/travelling-animals/

8.8.3    Guide dogs, service animals, and, if applicable, their cages, accompanying Passengers with Reduced Mobility will be carried free of charge, in addition to the applicable Baggage allowance, when possible in the cabin and subject to the conditions of paragraph 8.8.4.

8.8.4    Please note that to ensure the safe and undisturbed operation of the flight, your pet must be trained to behave well in a public space. We allow you to take your pet with you in the cabin under the condition that it is obedient to your commands and behaves appropriately. If your pet does not behave in an appropriate manner, you may be required to muzzle it, to allow its transfer to the cargo hold (if a transport container is available) or carriage may be refused.

Animals travelling in the cabin (including their transport container, when appropriate) must fit in the footwell of your seat and be suitably secured throughout their entire stay on board.

8.8.5    You are responsible for the safety, health and behaviour of your pet and accept liability for all entry, exit, health and other regulations that apply to the entry into or travel through any relevant countries. You are liable for all costs resulting from non-compliance with these responsibilities, as well as for all damage caused by the animal accompanying you and release us from any liability, except where we have caused the damage wilfully or by gross negligence. This does not apply to personal damages.

Article 9: Refunds

9.1 General Provisions

9.1.1    This Article only applies to refunds made pursuant to the applicable Fare conditions you agreed to before concluding the Contract of Carriage or these Conditions of Carriage. The term “refund” as used in this Article refers solely to such refunds. Nothing in this Article shall limit any rights granted to Passengers under applicable law, in particular, Regulation (EC) No 261/2004.

9.1.2    Luxair will refund a Ticket or any unused portion, in accordance with the applicable Fare rules, as follows:
(A)    Except as otherwise provided in this Article, Luxair shall be entitled to make a refund either to the person named on the Ticket or to the person who has paid for the Ticket, upon presentation of evidence of such payment.
(B)    If a Ticket has been paid for by a person other than the Passenger named on the Ticket, and the Ticket indicates that there is a refund restriction, Luxair shall make a refund only to the person who paid for the Ticket or in accordance with his instruction.
(C)    Except in the case of a lost Ticket, refunds will only be made on surrender to Luxair of the Ticket and all unused Flight Coupons.

9.2 Refunds

9.2.1    The amount of the refund granted under this Article will correspond to:
a)    If no portion of the Ticket has been used, an amount equal to the Fare paid, less any service charges and/or cancellation fees if such charges and/or fees are due based on the Fare conditions you agreed to before concluding the Contract of Carriage.
b)    If a portion of the Ticket has been used, the refund will be an amount equal to the difference between the Fare paid and the applicable Fare for travel between the points for which the Ticket has been used, less any service charges and/or cancellation fees if such charges and/or fees are due based on the Fare conditions you agreed to before concluding the Contract of Carriage.

9.2.2    Refunds will be made only by the Carrier that originally issued the Ticket or by its Authorized Agents.

9.2.3.    Luxair reserves the right to apply the refund and cancellation conditions of the original Ticket, to the extent set out below, only where it establishes, on the basis of objective evidence, that the Passenger changed or upgraded his/her Ticket without any genuine intention of travelling under the new Fare, for the purpose of circumventing the refund or cancellation restrictions applicable to the original Ticket.
Such circumstances may include a Passenger upgrading a Ticket that was non-refundable under its original Fare conditions to a refundable Fare prior to the scheduled departure time of the relevant flight, where the Passenger makes that upgrade with the intention of subsequently cancelling the Ticket and obtaining a refund of the amount paid for the original Ticket, thereby circumventing the non-refundability of that original amount.
Where such circumvention is established, any amount paid for the original Ticket that was non-refundable shall remain non-refundable. Any additional Fare amount paid for the change or upgrade shall be refundable in accordance with the new Fare conditions. The other benefits of the new Fare, including its rebooking conditions, shall remain applicable.
This Article applies only to voluntary refunds. It does not apply to changes or upgrades initiated by Luxair and does not affect refunds of Taxes under Article 4.2 or any rights granted under applicable law, including Regulation (EC) No 261/2004.
 

9.3 Refund for a lost ticket

9.3.1    If a Ticket or portion thereof is lost, a refund will be made upon proof of loss and payment of the applicable fee due based on the Fare conditions you agreed to before concluding the Contract of Carriage, provided that:
a)    The lost Ticket or portion thereof has not been used for carriage or previously refunded or replaced without charging the ticket Fare again (except where the use, refund or replacement by or to a third party resulted from Luxair’s own negligence).
b)    The person to whom the refund is made undertakes, in such form as may be prescribed by Luxair, to repay to Luxair the amount refunded in the event of fraud and/or to the extent that the lost ticket or portion of it is used by a third party (except where any fraud or use by a third party resulted from Luxair’s own negligence). In this case a service charge  based on the Fare conditions you agreed to before concluding the Contract of Carriage will be debited to the Passenger.

9.3.2    If Luxair or its Authorised Agent loses the Ticket or a portion of it, the loss shall be Luxair’s responsibility.

9.4 Refusal of Refunds
9.4.1    We may refuse a refund under this Article when an application is made after the expiry of the validity of the Ticket as defined in Article 3.2.

9.4.2    We may refuse a refund under this Article on a Ticket which has been presented to Luxair, or to Government officials, as evidence of intention to depart from that country, unless the Passenger proves that the Passenger has permission to remain in the country or that the Passenger will depart from that country by another means of transport.

9.4.3    Luxair will refuse a refund for a stolen, forged or counterfeit Ticket.

9.5 Currency
Refunds will be made in the currency in which the Fare was paid. The reimbursement amount may deviate from the amount originally paid for the reimbursed ticket due to conversions and fees of your payment service provider.
 

Article 10: Conduct Aboard Aircraft

10.1 General

If the Passenger conducts himself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstructs the crew in the performance of their duties, or fails to comply with instructions of the crew including but not limited to those with respect to smoking, alcohol or drug consumption, or behaves in a manner which causes discomfort, inconvenience, damage or injury to other Passengers or the crew, we may take such measures to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward carriage at any point and may be prosecuted for offences committed on board the aircraft.

10.2 Electronic devices
For security reasons, the Carrier may prohibit or limit the use on board the aircraft of electronic devices, such as cellular telephones, laptop computers, portable recorders, portable radios, electronic games or transmitting devices, as well as all radio-controlled games and walkie-talkies, except for hearing aids and pacemakers.

10.3 Non Smoking Flights
All Luxair flights are non-smoking flights. Smoking and using of electronic cigarettes are prohibited in all areas of the aircraft.

10.4 Alcohol
The Carrier may limit or prohibit the consumption of alcohol on board the aircraft. Consumption of any alcoholic beverages carried into the aircraft by Passengers or consumption of any duty free product bought on board the aircraft is prohibited.

10.5 Audio, photo and video

10.5.1    Audio or audiovisual content may only be played through headphones or comparable output devices. The Passenger must ensure that the volume is set at a level that allows to hear and comply with instructions given by the crew at all times.

10.5.2    Photography and video recording on board are permitted only to the extent that they do not infringe the rights of other people, including but not limited to, privacy and data protection rights.

10.6 Unruly Passenger
If, as a result of Passenger’s behavior, Carrier diverts the aircraft to an unscheduled place of destination, Passenger must pay the Carrier the reasonable costs of such diversion.
 

Article 11: Additional services

11.1    If we make arrangements for you with any third party to provide services other than flight-related services or to issue carriage documents for carriage services not relating to flights, in doing so, we are acting only as an intermediary. In these cases, the terms and conditions of such third-party service provider will apply. Before you are bound by the relevant booking or contract, we will identify the third-party service provider and make its applicable terms and conditions available to you. Nothing in this clause limits your statutory rights or excludes any responsibility imposed on us by applicable law.

Article 12: Administration Formalities

12.1 General provisions

12.1.1    Passenger is responsible for obtaining all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which Passenger transits and, where applicable, for that of their minor children and/or Passengers for which they are responsible and/or pets travelling with them. It is the Passenger’s responsibility to ensure that their travel documents and visas will remain valid for the entirety of their travel.

12.1.2    The Carrier shall not be liable for consequences resulting from a Passenger’s failure to obtain or carry the required travel documents or visas, or to comply with applicable laws, regulations or instructions relating to those documents or visas. This provision does not exclude or limit the Carrier’s liability for its own failure to comply with its legal or contractual obligations.

12.2 Travel Documents
Prior to travel, Passenger must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and authorises Luxair to take and retain copies thereof. Luxair reserves the right to refuse carriage if the Passenger has not complied with these requirements, or if the travel documents are not valid or in order.

12.3 Refusal of Entry
If the Passenger is denied entry into a country of transit or destination and Luxair is required to transport the Passenger back to the point of departure or to another destination, the Passenger shall pay the costs of transporting him/her from the country in which entry was refused to that point of departure or other destination. Luxair may apply any funds paid to Luxair for unused carriage or any funds of the Passenger in Luxair’s possession towards payment of those costs, and the Passenger shall remain liable for any outstanding balance. The Fare collected for carriage to the point of refusal of entry or deportation will not be refunded by Luxair. The Passenger may be liable for additional damages incurred by the Carrier; nothing in this Article shall be construed as limiting the Carrier’s rights to claim such damages from the Passenger, subject to applicable law.

12.4 Responsibility for fines
If we are required to pay any fines or penalties by reason of your failure to comply with the laws or regulations on entry to or travel through the country concerned, or to produce the required documents in the proper form, you shall be obligated to reimburse us on demand any amounts so paid or deposited. We are entitled to use towards such payments the value of any unused part of your ticket or any of your funds in our possession. The value of the fine or penalty can vary from country to country and may greatly exceed the Fare paid.  Therefore, in your own interest, please ensure that you observe the entry regulations of the country to which you are travelling. You may be liable for additional damages incurred by the Carrier; nothing in this Article shall be construed as limiting the Carrier’s rights to claim any damages from you.

12.5 Customs Inspection
If required, Passenger shall submit to an inspection of his/her Baggage by customs or other Government officials. Luxair shall not be liable for damage to the Baggage or its contents caused by such inspections, or failure by the Passenger to comply with this requirement. This provision does not exclude or limit Luxair’s liability for its own acts or omissions or any liability that cannot lawfully be excluded.

12.6 Security Inspection
Passenger is obliged to submit to, and have his/her Baggage submitted to, any security checks carried out by Government authorities, airport officials or by Carrier.

Article 13: Liability for Damage

13.1.    The Carrier’s liability for damages to property caused by slight negligence is excluded. This limitation of liability does not apply to personal injury, nor to other damages caused by gross negligence or wilful misconduct by the Carrier or a person for whom it is responsible. Mandatory statutory liability provisions, in particular those of the Montreal Convention, remain unaffected.

13.2.    To the extent that we issue Tickets for transport on flight services operated by other Carriers or take on Baggage to be transported on flight services by another Carrier, we are merely acting as an agent for this other Carrier. Nonetheless, you have the right to claim damages from the first or last Carrier in relation to Checked Baggage.

13.3.    If the Carrier actually performing the flight is not the same as the contracting air Carrier, Passenger has the right to address a complaint or to make a claim for damage against either. If the name or code (Code Share) of a Carrier is indicated on the Ticket, that Carrier is the contracting Carrier.

13.4.    Any exclusion or limitation of liability of us shall apply to and be for the benefit of agents, servants and representatives of us and any person whose aircraft is used by us and such person’s agents, servants and representatives, insofar as these persons are acting within the scope of their respective duties and are directly held liable for damages by a Passenger based on the Contract of Carriage. Such exclusions and limitations shall not apply in the event of personal injury or where the damage has been caused by the Carrier’s or its agents’ wilful misconduct or gross negligence.

13.5.    Unless so expressly provided, nothing herein contained shall waive any exclusion or limitation of Luxair liability under the Convention or applicable laws.
 

Article 14: Notice of complaints

14.1. National Enforcement Bodies
A list of the relevant authorities responsible for ensuring the legal rights of passengers can be found under the following web link:
https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en

14.2. Online Dispute Resolution (ODR) Platform
The European Commission also provides a platform for Online Dispute Resolution (ODR) that may be used to resolve complaints. The platform can be found under
https://ec.europa.eu/consumers/odr/

14.3. Alternative dispute resolution (ADR)
14.3.1.    For Germany only, Passenger may also contact the following conciliation body:
Bundesamt für Justiz
Schlichtungsstelle Luftverkehr
Adenauerallee 99-103, 53113 Bonn
Postanschrift: 53094 Bonn
Telefon: +49 228 99 410-6120
E-Mail: luftverkehr@bfj.bund.de

14.3.2.    For Spain only, in accordance with the provisions of Order TMA/201/2022 of 14 March 2022, which regulates the procedure for alternative dispute resolution for air transport users on the rights recognised in the European Union in the field of compensation and assistance in the event of denied boarding, cancellation or long delays, as well as in relation to the rights of disabled persons or persons with reduced mobility ("the Order"), and in relation to disputes falling within the scope of this regulation, we inform you in the following points about the rights that this Order establishes in favour of passengers.
The Order regulates an alternative dispute resolution procedure allowing passengers to appeal to the Spanish Aviation Safety Agency ("AESA", www.seguridad aerea.gob.es), completely free of charge. This shall be without prejudice to the passenger's right to resort to any extrajudicial dispute resolution system accepted by the airline or airport operator, as appropriate, in particular consumer arbitration or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability. For these purposes, we inform you that our company is NOT a member of any consumer arbitration system or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability.
Prior to initiating the alternative dispute resolution procedure before AESA provided for in the Order, you must submit a prior complaint to our company. On its website www.seguridadaerea.gob.es, AESA makes available to passengers a model prior complaint form, which can also be obtained from this page of our website and from our customer service department, including our sales and customer service desks at the airports in Spain where we operate.
You can send this complaint form to our airline via the "Contact Us" section of our website. You must provide the documentation you consider relevant to assert your rights. This documentation shall include, in the case of minors, proof of custody of the minor, unless the prior claim is made by the person who contracted the transport for the minor. You have a period of five years from the day on which the incident occurred to file this prior claim.
You may appeal to AESA, as an accredited body for alternative dispute resolution in air transport, for the resolution of the dispute in the following cases:
- where the resolution of the previous complaint is not entirely satisfactory to You, or
- within a maximum period of one month from the date of submission of the prior complaint, if the complaint has not been answered by us.
The complaint to AESA must be filed within one year of the filing of the prior complaint. Failure to comply with this time limit will result in the complaint to AESA being inadmissible.
AESA’s decision on your complaint is binding on us, without prejudice to our rights to challenge it before the competent jurisdiction. AESA’s decision is not binding on passengers who, in any event, may bring any civil action they may have against us.
14.3.3.    The Austrian national enforcement body for rights granted under Regulation (EC) No. 261/2004 is the Agentur für Passagier- und Fahrgastrechte (APF), Linke Wienzeile 4/1/6, 1060 Vienna, Austria (+43 1 5050 707 740, www.apf.gv.at).

Article 15: Headings

The headings of each article of these Conditions of Carriage are for convenience only and are not to be used for interpretation of the text.

Article 16: Interpretation

In case of conflict between the different versions of our Conditions of Carriage, the English version of the Conditions of Carriage will prevail on the other versions.

Article 17 - Governing law

These Conditions of Carriage and any Contract of Carriage to which these Conditions of Carriage apply shall be governed by and construed in accordance with the laws of Luxembourg.