3/7/2008
Passanger information

Internet purchase terms and conditions

1. Premises and definitions

1.1 MAT Macedonian airlines is the Flag carrier of the republic of Macedonia operating scheduled flights to 10 destinations (Summer 2007) : Skopje, Ohrid, Amsterdam, Berlin, Dusseldorf, Istanbul, Hamburg, Rome, Vienna and Zurich and various charter flights throughout Europe.
The head office of MAT Macedonian airlines is located at Vasil Glavinov no. 3, Skopje, Macedonia.
Flights are operated with the identifying code “IN”.

1.2 For the purposes of these General Conditions, the meaning of the following terms will be explained alongside them, unless otherwise specified:

  • “Carrier”: refers to MAT Macedonian airlines, with registered offices at Vasil Glavinov str. No 3, 1000 Skopje, Macedonia, transport service provider for passengers and luggage, subject to these general conditions, as well as all other contractual or de facto airline companies that transport or are involved in the transport of passengers and luggage;
  • “Passenger”: means any person, except crew members, the carrier transports or is involved in transporting;
  • “Luggage”: refers to passengers’ belongings or property brought along on the trip. Unless otherwise specified, luggage includes both checked and unchecked luggage;
  • “Checked Luggage”: refers to luggage taken into safekeeping by the carrier and for which a Luggage Identification Tag is given;
  • “Unchecked Luggage”: is hand-luggage that passengers carry with them on board the aircraft;
  • “Luggage Receipt”: is the part of the ticket relating to the transport of passengers’ checked luggage;
  • “Booking Reference” “Booking Number”: is the alphanumeric code assigned by the carrier to the passenger in order to identify a confirmed and completed reservation;
  • “Montreal Convention”: is a Convention on the standardization of regulations on international carriage by air, signed in Montreal on 28th May, 1999;
  • “Warsaw Convention”: is a Convention for the Unification of certain rules relating to international carriage by air, signed at Warsaw 12th October , 1929 or that convention as amended at the Hague, 28th September 1955, or either of those instruments as amended by further instruments of international law;
  • “Special Drawing Rights (SDRs)”: is the unit of account established in 1969 by the International Monetary Fund (IMF), subject to a daily quotation published in major newspapers;
  • “Call Centre”: refers to the carrier’s telephone help centre to which passengers can turn for general information on flights as well as for information on the terms of purchase or to directly purchase tickets on-line or to request changes to  flight date and time;
  • “Adults”: in the context of applicable fares, this indicates passengers who, on travel date are older than 12
  • " Children/Child (CHDs)": passengers being from 2 yrs old to 12 yrs old on travel date; children must travel with an adult ( 18 yrs and more); children passengers should pay 75% from the adult fare and all supplements.
  • “Unaccompanied minors (UMs)”: are passengers who on the date of the flight and, have not yet reached 13 years of age. Persons under 13 years of age shall only be allowed on board the carrier’s aircraft after completing the UM documents, unless they are accompanied by a passenger who is at least 18 years of age;
  • “Infants (INFs)”: are passengers up to 24 months on travel date ;
  • “PIR - Property Irregularity Reports”: is the form available to passengers at all designated airport offices for claiming lost, damaged or delayed luggage.
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2. Accepting the present General Transportations Conditions

These conditions must be read on-line by the passenger or else may be requested from the Call Centre prior to making the reservation. Reservation, therefore, implies full acknowledgement and acceptance of these conditions.
These general conditions might be updated or amended at any time by the carrier, and prompt notice shall be given by way of this Internet Site.
For on-line reservations, it is the passenger’s responsibility to print and safeguard these general conditions; moreover, it is the passenger’s responsibility, to safeguard and observe these general conditions each time an amendment is made.

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3. Ticket reservation and purchase

3.1 Tickets may be bought at this Internet Site (www.mat.com.mk), by contacting the Call Centre, at MAT ticket sales offices in Macedonia or abroad or at registered travel agencies. Your credit card will be charged upon ticket-purchase with the text "Macedonian Airlines Skopje".

For the Call Centre dial the number +389 2 321 8077 / 78 /79 for general information, reservations or requests for changes to existing reservations.

Hours of operation: from ( CET ) 8:00 a.m. to 8:00 p.m. from Monday to Friday, 09:00 a.m. to 03:00 p.m. on Saturdays. The cost of calls varies depending on the prices (charges) applied by the service provider.

Ticket counters for the sale of these flights are located on airports where MAT operates.


3.2 Ticket purchase and reservation occur simultaneously. Passengers must pay all fares, taxes and supplements relating to the reservation in full at the time of reservation. Once the payment of fees, taxes and applicable supplements has been processed, the carrier shall confirm the reservation, giving the passenger a Reference Code. If payment is not carried out or finalized, the carrier may cancel the reservation.

3.3 In the case of on-line or Call Centre reservations, a booking confirmation will be sent by the carrier to the passenger by Electronic Mail (E-mail) along with the Booking reference/ Booking Number and a summary of the confirmed flight data.
Passengers are obliged to provide a valid E-mail Address in order for the reservation to be made and confirmed.
All notifications by the carrier relating to the booking – confirmation, or any cancellations – shall be sent exclusively to the E-mail Address supplied at the reservation phase.
If the ticket has been purchased on-line at a Travel Agency, the Agency itself shall be responsible for informing the passenger of the flight details and the Booking Number and possible schedule changes.
The printable “reservation confirmation”, at the end of the purchase procedure is a fiscally valid travel document. Consequently, it is necessary and sufficient for tax purposes (for both private customers and companies).

3.4. Reservations made in hold-on mode, are automatically cancelled, if payment is not executed in 24 hours after the initial reservation.

3.5 MAT published fares are for one-way Economy Class tickets.
3.6 It is possible to purchase up to 9 seats online.

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4 Fares and payment terms

4.1 The fares applied are those in force at the time of reservation; a limited number of seats is available.
Fares may vary before the scheduled flight time depending on the number of seats still available at the time of purchase.
Fares include only transport from the airport of departure to the airport of arrival and do not include ground transport between airports and/or airports and terminals.
The carrier reserves the right to refuse the carriage if the applicable fare, taxes, and supplements have not been paid in full.

4.2 Without prejudice to the provisions for luggage transport outlined in Article 11 below and in addition to the fare, passengers will also be required to pay, for each ticket purchased, all Government taxes or those levied by other authorized bodies, especially airports, on passengers or luggage or the use of all services. In addition to these airport taxes, which vary according to the airport of departure, a surcharge for fuel and security costs will be added per flight. Both fares and taxes will be paid in the current currency stipulated by the carrier at the time of purchase.

4.3 Infants  of up to 23 months at travel date may travel sitting on an adult’s lap, has to pay 10% of fare and all supplements. However, they are not entitled to any luggage.

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5. Secrecy

In order to guarantee the confidentiality of credit card details used on-line, the carrier utilizes the most advanced Secure Socket Layer (SSL) technology. Currently SSL is the preferred method for the safe transfer of credit card data and other confidential data via the Internet. When paying, if the browser being used supports SSL, the passenger may select the Protection Mode option and the data will then be protected by this technology. If the browser does not have this facility it is possible to proceed in non-protected mode; however, the carrier recommends that the most up-to-date browser be used to ensure peace of mind in all future transactions.

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CHANGES AND CANCELLATIONS

6. Changes and Cancellations

6.1 In case of non show of passenger to the flight for which they have reserved and paid, fares, service fees and taxes are not refundable, no matter of reason of non show.
Changes to flight dates and times are permitted via internet Site www.mat.com.mk, according to availability online up to 96 hours before flight departure upon payment of a supplement of €30 per passenger per flight, plus the difference between the fare originally paid and the lowest available fare at the time of the request for amendment.
No refund shall be made if the available fare is lower to the fare originally paid.
Changes to date and time changes, may only be made via the Call Centre and a fixed surcharge of €30 shall be made.

6.2 If the flight is cancelled by the Carrier or if the departure time is changed, prior to the date of travel, by a minimum of five hours or more before or after the originally scheduled departure time, and if the passenger does not accept the alternatives proposed, or where there are no such alternatives, the full amount paid for the cancelled flight will be refunded but no compensation shall be made for connection cost or assistance (meals/overnight accommodation).
In the case of reservations made very far in advance, it is advisable to check with the Call Centre if there have been any changes to the flight at least 48 hours prior to departure.

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TERMS OF TRANSPORTATION

7. Check-in

7.1 Passengers must arrive at the airport in sufficient time to complete all check-in operations before the flight departure; the carrier’s check-in desk opens about one hour and 30 minutes prior to the scheduled departure time and closes 30 minutes before departure. It is advisable to allow sufficient time to check-in. Further more, passengers must go to the boarding gate at least 25 minutes prior to the scheduled flight departure time. Check-ins will not be carried out for more than one flight at a time. No acceptance will be made at the boarding gate.
Should passengers arrive after that time, the carrier reserves the right to cancel seats reserved to those passengers.

7.2 On the date of the scheduled departure, passengers must go to the check-in desk with a valid identity and travel document. Passengers are responsible for ensuring they have a valid identity and travel document and that they meet all additional customs and immigration requirements including any further documents. Penalties, sanctions, expenses or costs arising from the failure to meet these requirements or from not being in the possession of valid documents will be charged to the passenger. Passengers must contact the immigration authorities of the country of destination for any clarifications prior to reserving the ticket.
Should the documents shown by a passenger not be valid or should the passenger’s name indicated on the reservation differ from that on the identity document, the carrier will refuse his/her boarding and the passenger will not be entitled to a refund.

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8. Special assistance

For passengers requiring special assistance, requests should be made only through the carrier’s Call Centre at least 96 hrs before flight departure.
For any type of assistance or for the carriage of newborn-babies or pregnant women and individuals with special needs, please contact the Call Centre at the time of reservation. Passengers must contact the Call Centre for the boarding and carriage of bicycles, surf-boards, skis and animals.
The carrier reserves the right to modify policies and procedures without advance notice.

8.1 Unaccompanied Minors
Unaccompanied minors under 13 years of age shall be accepted on board the carrier’s aircraft only after completing the special UM forms available at MAT counters. Passengers under 13 years of age shall only be accepted on board the carrier’s aircraft if accompanied by a passenger who is at least 18 years of age. The carrier will not accept on board more than one infant accompanied by a single passenger who is at least 18 years of age.

8.2 Pregnant women
For safety reasons and to avoid health problems, the carrier shall follow the guidelines below for the carriage of pregnant women:
- up to 24 weeks pregnant - pregnant women shall be accepted on board the aircraft without a medical certificate. The carrier may however ask the pregnant passenger for a document proving that she is not past the twenty-fourth week of pregnancy.
- between 25 and 32 weeks pregnant - a medical certificate must be presented attesting to the passenger’s fitness to fly and the sound health of the pregnant passenger, with the child’s foreseen birth date marked on it. Medical certificate shouldn’t be more than 7 days older prior to date of the flight.
-between 32 and 36 weeks pregnant - a medical certificate not older than 7 days must be presented attesting to the passenger’s fitness to fly and the sound health of the pregnant passenger, with the child’s foreseen birth date marked on it. However company doctor must approve the medical clearance. Medical certificate should be clearly pointing that delivery date is not expected within the four weeks starting from the day of the expected flight.
- women over 36 weeks pregnant are absolutely not allowed on board.
Pregnant women must inform the carrier of how many weeks pregnant they are, at the time of reservation.

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9. Transportation denial or limitations

The carrier may refuse to allow passengers or luggage from boarding or continuing the trip or cancel their reservations, if:
a) it is deemed necessary for reasons of safety or public order;
b) it is deemed necessary to avoid breaching the laws of a country of departure or arrival or one whose airspace is being flown in;
Should the transport service be halted by the carrier or should the reservation be cancelled for one of the above-mentioned reasons, passengers will not be reimbursed

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10. Baggage

10.1 For each passenger, ( except for infants ), the weight limit for checked luggage is a maximum of 20 kg for a total of two pieces of luggage and the total length + height + depth should not exceed 160 cm.
Excess baggage rate of €  5 / kg will be applied for extra luggage.

10.2 Carriage of technical and professional equipment whether sports or otherwise, golf equipment, scuba diving equipment, bicycles, windsurf boards, water or snow ski equipment is subject to an additional charge of € 50 if the entire piece of equipment does not exceed 15 kg per flight and per object.
For bookings you will need to contact the Call Centre. Should the equipment not be prepaid via call center or exceed this weight allowance the normal excess baggage rate shall be applied.

10.3 Animals that require to be transported in the hold shall  be permitted to do so only upon reservation through the call center and payment of the excess baggage fee of EUR 5.- / kg . Dogs and cats (maximum one animal per passenger) may be taken into the passenger compartment up to a maximum permitted weight of 8 kg, box included. The carrier shall accept only 2 animals per flight. The carrier reserves the right to refuse the carriage of pets if the above-mentioned criteria are not strictly followed.

10.4 For carriage of equipment and animals on board “as per paragraphs 10.2, 10.3 and above”, passengers should consult the carrier’s Call Centre at least 96 hours before departure to check the availability. Acceptance of the carriage of equipment and animals at the time of check-in is otherwise not guaranteed.

10.5 Each passenger may bring on board one single piece of unchecked luggage. Its weight should not exceed 8 kg and its dimensions should not exceed 110 cm (total of length + height + depth). The company reserves the right to limit the luggage carried in the passenger compartment, if there is a risk to the safety of passengers.
The following items are also allowed free of charge on board: a handbag, briefcase, bag or notebook; a coat or a blanket; an umbrella or a walking stick; a camera or binoculars; reading material; baby food, a foldable wheelchair and crutches or other kind of prosthesis if the passenger is dependent on these.

10.6 The carrier will not accept as checked luggage any fragile or perishable objects, money, jewellery, silverware and precious metals in general, stocks, securities, shares, other negotiable securities or similar, as well as business or office documents, sample collections, passports or other identity documents.

10.7 The Passenger must place a luggage identification tag, with his/her first and last name written on it, on checked and unchecked luggage. Passenger bags without identification tags will not be accepted. Luggage identification tags are available at the carrier’s airport check-in desks.

10.8 The carrier does not assume responsibility for: perishable or fragile articles that are not properly packed; light damage to the exterior of luggage (for example but not exhaustively) marks or scratches arising from their normal usage; water damage to non-waterproof material. Damage caused to luggage, such as loss of luggage wheels and scratches shall be considered “WEAR and TEAR” and the company shall not assume any responsibility for this.

10.9 Passenger rights in case of damaged or lost luggage are governed by the 1929 Warsaw Convention and additional protocols.

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11. Dangerous items inside luggage

11.1 For safety reasons, the following objects cannot be carried in passengers’ luggage:
- Compressed gases (frozen, flammable, non-flammable and poisonous items) such as butane, oxygen, liquid nitrogen, and aqualung cylinders;
- Corrosive materials such as acids, alkalis, mercury, and wet cell batteries;
- Explosive weapons, firearms, and weapons of any kind, belt capsules, fire-crackers, and flares;
- Flammable liquids and solids such as lighter fuel;
- Matches, solvents, paints and lighters;
- Radioactive materials;
- Bags and luggage equipped with alarm systems;
- Oxidizing materials such as bleaching powder and peroxides;
- Toxic and infective substances such as insecticides, herbicides, and live virus materials.
- Other dangerous articles such as magnetic, irritating, and offensive materials.

11.2 Medicines and cosmetics may be carried on the flight in limited quantities.
These include hair sprays, perfumes, and medicines containing alcohol.
The maximum quantities are limited by governmental and security regulations for certain departure points.

11.3 Use of electronic equipment of any kind on board is strictly prohibited during take off and landing.

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12. USE OF THE WEBSITE – COPYRIGHT – SOFTWARE

12.1 - Conditions for the use of the Internet Site – Use of the carrier’s site is only allowed for personal use. By accessing the site, the user accepts the present conditions of use declaring that they are legally binding for him/her. The carrier forbids any change, reproduction, duplication, copy, distribution, sale or use of the site for any commercial use, unless approved in advance in writing by the carrier.

12.2 – Copyright / intellectual property - The carrier holds the rights for the Internet site as well as for all the data / contents therein contained which are under copyright and intellectual property. Thus, all the contents of this site, including the logo, images, text, graphs, sound tracks and software are the property of MAT Macedonian airlines and are protected by intellectual property legislation.

12.3 - Link to other sites – MAT Macedonian airlines does not take any responsibility for the functioning of links to other websites and home pages, shown on the Internet site of the carrier, or for their contents.
The online offer of the carrier contains links to other Internet sites.

12.4 – Improper use of the Internet site – The carrier permits use of the site only for personal purposes. The users shall accept the following: 1) to legally respect the limits of these regulations;2) to connect to the site only by means of the main access page; 3) not to connect to other parts of the site without having obtained prior express authorization; 4) not to use images to present a connection to the site; 5) not to use the name “MAT- Macedonian airlines” or other MAT brands for commercial purposes without having obtained prior authorization in writing from MAT; 6) not to reproduce material taken from the site for commercial services, including the quoting of prices of MAT’s flights on other internet sites or on other online services, nor to collect data by means of automatic reading software (spiders) or other type of technology.

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13. NOTICE ACCORDING - PRIVACY SAFEGUARD

As a MAT customer, passenger authorizes MAT to send him all possible information on MAT Macedonian airlines products via supplied E-mail address, unless this authorization is cancelled by an E-mail.

13.1 The carrier safeguards the personal data provided by passengers very securely and adopts measures to safeguard his/her privacy.

13.2 Through the reservation and confirmation operations the carrier acquires data relating to passengers required for the accomplishment of contractual obligations to the same passengers. Therefore, said data will be used exclusively for the aims indicated above and their non-disclosure will not allow the carrier to meet its own obligations.

13.3 These personal data may be communicated by the carrier to persons in charge of undertaking activities necessary to the execution of the transport and shared only for these purposes.

13.4 The Passenger reserves the rights that at any time he may:
- obtain confirmation of the existence or otherwise of personal data concerning him/her, albeit not yet recorded, and their intelligible transmission;
- request confirmation of the existence of his/her own personal data, at the carrier’s headquarters; for each of these requests, should the existence of the relevant data not be confirmed, a contribution to the costs may be asked of the passenger, not exceeding the costs effectively incurred by the carrier;
- obtain an indication of the origin of the personal data, the aims and procedures of data processing, the logic applied in the case of processing using electronic devices, the identifying data of the holder and person in charge of the processing of the personal data, as well as of the persons and categories of persons to whom the personal data may be transmitted or come to the attention of;
- obtain an update, correction and integration of the data; request the erasing, transformation into anonymous form or the blocking of the data processed, in breach of the law, including those for which storage is not required in relation to the purpose for which the data have been collected or subsequently processed, as well as obtain a statement to attest that said operations have been made known to those with whom these data have been shared, except in case this fulfillment is impossible or requires the use of means that are clearly disproportionate to the right being reserved;
- raise objections to the processing of personal data concerning him/her for legitimate reasons or in the case of data utilization for sending publicity or direct sales material or for the purpose of market research or commercial communications and be informed, as soon as these data are shared, of the possibility of exercising this right free of charge.

13.5 The erasing of personal data is subject to the issuing of a written notice via E-mail.

13.6 The body in charge of the processing and collection of personal data and responsible for their processing is MAT Macedonian airlines.

 

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