I. Jets Holiday Terms and Conditions
Jets Holiday SRL (hereinafter referred to as the Company or Jets Holiday) is a legal entity established under Romanian law.
• Registration number with the Trade Register: J40/1184/22.01.2024
• Fiscal code: 49450032
• Headquarters: Şoseaua București – Ploiești 42-44, Băneasa Business & Technology Park, Building A, Wing A1, floor 4, room 413, sector 1, Bucharest.
• The share capital of Jets Holiday is 25000 RON
• Bank accounts: CEC BANK
• IBAN (RON): RO33CECEB00030RON3115811
• IBAN (EUR): RO54CECEB000C1EUR3115814
• License number issued by the Ministry of Tourism: 2981 of 25.03.2024
• Tourism license (individuals, if any) 26586 of 19.12.2023
• Insurance policy: Series IF-I no. 4507, valid from 25.03.2025 to 24.03.2026.
II. General terms and conditions of Jets Holiday
1. Preamble
a. Visiting the website www.jetsholiday.com and using the reservation system implies acceptance of the Terms and Conditions detailed below.
It is important to read these Terms and Conditions carefully before using the website www.jetsholiday.com. These Terms and Conditions apply together with the General Conditions for Booking and Selling Airline Tickets, of the Travel Service Providers, the Privacy Policy and the Cookies Policy existing on the website.
By using the Jets Holiday website, you fully agree to these Terms and Conditions, which you fully understand and acknowledge, without any other restriction. The User also declares that all persons indicated by name on the flight tickets or confirmations of the travel services have been informed of the content of these Terms and Conditions and have accepted their content. If you do not fully agree with these Terms and Conditions, you may not use this website in any way and you may not order Jets Holiday services or products.
b. The conditions described below are considered accepted, implicitly, regardless of the way in which the User uses the Jets Holiday services: by electronic means (on the website, mobile application), by telephone or through the Customer Support service (contact form, live chat, e-mail). Their acceptance represents the expression of personal will and constitutes a legal obligation between the User and Jets Holiday.
c. Jets Holiday reserves the right to modify the Terms and Conditions of Use, as well as any other changes to the website www.jetsholiday.com, without any prior notice. By accessing the page dedicated to these Terms and Conditions of Use, the user will always be able to read the most recent version of these provisions.
d. The provisions of the Framework Contract for the marketing of tourist products, from Order no. 1387/2015, as well as the provisions of OG 2/2018, are inserted and form an integral part of the terms and conditions below.
2. Definitions
a. Company – JETS HOLIDAY SRL, with the identification data shown in the general company information.
b. Organizing Travel Agency or “ATO” – Jets Holiday, when it acts as an organizing agency and sells its own tourist packages (Flight + Hotel + other additional services).
c. Intermediary Travel Agency or “ATI” – Jets Holiday, when it acts as an intermediary agency and sells tourist packages made available by other partners or organizing agencies.
d. Supplier – entrepreneur who offers his services for the benefit of the User through JETS HOLIDAY.
e. User – any person who uses the System for Booking airline tickets, hotels or Flight + Hotel packages, through the available electronic or contact means. The User may also be defined as Beneficiary or Client.
f. Jets Holiday Terms and Conditions – all legal provisions regarding the conduct of the commercial relationship between the Company and the User, including those regarding the framework contract for the sale of tourist products, consumer rights, e-commerce, distance contracts, data protection, and abusive clauses.
g. Airline Operator – a company holding a valid certificate (license and air operator certificate) authorizing it to carry out commercial activities in the field of air transport and to provide the services specified in these Terms and Conditions.
h. Airline Ticket Reservation System or (the System) – software that allows the User to search for domestic (on the territory of Romania) or international flights between any two cities and also to estimate the related costs, respectively to purchase airline tickets.
i. Tourist or Traveler – The Customer who is a party to a tourist package sales contract.
j. Canceled Flight – is the situation in which the airline does not operate a previously scheduled flight.
k. Modified Flight – the situation in which the airline decides to change the flight schedule (in which case the day, flight departure time are affected) or the previously scheduled flight itinerary (in which case the departure/arrival airport is/are changed).
3. Rights and Obligations of the Parties
a. The User:
Confirms that he/she has full legal power or can assume legal obligations, given that by accepting these Terms and Conditions, the User assumes full financial responsibility for the use of the System.
He/she undertakes to use the System exclusively for the reservation or purchase of tickets or services under legal conditions, avoiding any malicious action intended to bring him/her (the User) undue benefits.
He/she will not make reservations using false identities or payments for these reservations with credit cards for which he/she does not have the holder’s consent to use them.
The Company does not provide the service of completing travel documents (passports, visas, necessary vaccinations, etc.), and also cannot guarantee that the information on the Site is updated. As a result, it is the User’s responsibility to ensure that they travel in accordance with the conditions imposed in the country of stopover or destination.
b. The Company:
It undertakes to provide services at the highest standards to all Customers who use its services, either through the website www.jetsholiday.com, the Jets Holiday application, or through the Customer Service Department.
It will do its utmost to remedy any malfunctions that may occur within the System as soon as possible.
It will represent the User in its relations with the air operators; however, the User may contact the airline directly to resolve its requirements, understanding that the solution adopted is its responsibility and does not involve the Company in any way.
It will comply with the obligation to inform the User by publishing these terms and conditions on the website www.jetsholiday.com.
The Company reserves the right to prohibit your access to the Site at any time without prior notice.
Jets Holiday may modify the design or content of the Site, including the availability of Travel Service Providers, the database, as well as other features of the Site.
4. Intellectual Property
a. The entire content of the website www.jetsholiday.com, including texts, buttons, graphics, images, web graphics, scripts or any other data, is the property of the Company or its suppliers and is protected under the Copyright Law and the laws on intellectual and industrial property rights.
b. The use, without written consent, of any elements on the website www.jetsholiday.com or any other elements listed above is punishable under the laws in force.
c. Please send an email to contact@jetsholiday.com to report any problems regarding the observance of intellectual property rights.
5. Consumer Protection
a. The Company agrees to comply with the legal provisions on consumer protection and not to violate, in the conduct of commercial activity, any right provided for by the legislation on consumer protection.
b. For complaints, the User will be able to access https://anpc.ro/.
c. The Company informs you that the right of withdrawal from a distance agreement (contract) does not apply to services, when the provision of the service has already been carried out or has already begun with the express consent of the consumer in this regard and after the consumer has been informed that he will lose his right of withdrawal once the provision of the service has begun.
6. Cookies
a. Cookies are small files stored on your computer when you visit Jets Holiday. Your computer automatically recognizes and accepts these files. The information collected by the cookie is stored on the server and will be used each time the User accesses Jets Holiday. Cookies store commercial and marketing information. These files are used for various functions: faster interaction between the User and the website, automatic completion of forms, keeping products in the shopping cart, recording User preferences, authentication and security.
b. Cookies are not dangerous and should not be treated by the User as a virus that can harm the computer. The browser used allows the setting and limitation of the collection of Cookies on the hard disk.
c. Although stored on the hard disk, a Cookie cannot read and transmit to the owner of the site other information saved on the hard disk. A cookie only contains information collected when accessing a page on the Internet. More details can be found on the dedicated page.
7. Security Policy
www.jetsholiday.com uses secure technology to protect your personal information and financial transactions. www.jetsholiday.com complies with security procedures and standards. www.jetsholiday.com uses Secure Socket Layer (SSL) technology, which ensures increased security for online purchase processes using cards.
8. Complaints
a. Complaints regarding the booking or purchase of a flight ticket must be sent within 7 days from the date of purchase of the service, either in writing to the Jets Holiday office, Șoseaua București – Ploiești 42-44, Băneasa Business & Technology Park, Building A, 4th floor, room 413, sector 1, Bucharest or via the online complaint form available here. Complaints regarding flight-related incidents must be sent within a maximum of 7 days from the flight, accompanied by supporting documents, otherwise Jets Holiday can no longer guarantee that the passenger’s complaint will be registered by the airline.
b. The Company will confirm to the Client the acceptance of the complaint and will inform him/her of the deadline for investigating the complaint within 3 working days from its receipt. The deadline for resolving a complaint is a maximum of 30 business days from its receipt.
9. Limitation of liability
a. The Company states that the use of the System is made exclusively at the expense and risk of the User. The Company does not guarantee that the use of the System will be error-free, nor does it guarantee that the search results will meet the User’s requirements in terms of the content, accuracy and usefulness of the information returned.
b. The User is fully responsible for the correctness and accuracy of passenger data, contact data, credit cards or billing data used in making a reservation, and the Company cannot be held liable if the User suffers damage as a result of failure to comply with this provision.
c. The company is not directly liable and cannot be claimed compensation in the event of denied boarding due to failure to show up on time for the flight, according to the regulations in force (120 minutes for international flights and 90 minutes for domestic flights) or due to problems related to of personal documents (expiry of the identity document, lack of entry visa in the country of destination or stopover, passport with prohibition, false visa, lack of notarial declarations and/or criminal record in the case of accompanying minors, etc.), the responsibilities regarding obtaining information regarding the documents necessary for travel formalities as well as possession of said documents at the time of the flight are exclusively the responsibility of the passenger.
d. Some Air Operators may request additional information regarding the passenger (API) or passenger registration (check-in) 15 days to 8 hours before the flight; failure to comply with these procedures may attract penalties from the air operators, namely denial of boarding. Jets Holiday will take all measures to inform the passenger about these procedures, both before and after the confirmation of the ticket, providing him with the necessary means to complete the forms with additional information, and cannot be held liable if the passenger does not complete his personal information correctly and promptly.
e. Certain fares available in the booking system www.jetsholiday.com are subject to certain special booking and issuance conditions. Failure to comply with these booking conditions may influence the final ticket fare. In such conditions, the Company reserves the right to cancel the reservation before the departure date and does not assume responsibility for failure to comply with the issuance deadline given by the Air Operator, motivated by exceeding the ticket purchase deadline specified in the fare conditions.
f. The Company is not liable for the proper execution of the obligations assumed by the contract in the following cases:
i) when the non-fulfillment or defective fulfillment of the obligations assumed by the contract is due to the User;
ii) when the failure to fulfill the obligations is due to force majeure or circumstances that neither the Company nor the service providers could foresee or avoid, including, but not limited to: change of airline, schedule or itinerary, delays in transport traffic, breakdown of the means of transport, accident, blockages, works or repairs on public roads), failure to meet the minimum group as a result of last-minute cancellations or failure to obtain visas for all participants. The Company is not liable for damages caused to the tourist as a result of flight delays (including charter), loss of luggage and other circumstances that are the sole responsibility of the carrier under specific regulatory acts;
iii) when the failure to fulfill the obligations is due to a third party that is not related to the provision of the services provided for in the contract, and the causes that determined the failure to fulfill the obligations are unpredictable and inevitable.
g. According to Law no. 248/2005 on the free movement of Romanian citizens abroad, Romanian citizens under 18 years of age may travel abroad only accompanied by both parents or by a single parent/adult, and carrying the necessary documents (identity card or passport, notarized statement from the parent who will not be traveling, as well as the criminal record of the accompanying adult, if he is not one of the parents). Jets Holiday will take all measures to inform the passenger about these procedures on its website and/or by phone, but does not assume responsibility for any damages that may arise due to the user’s failure to comply with the legislation in force regarding the travel of minors.
h. The company reserves the right not to provide tourist services whose rates have been displayed incorrectly. In the event of the occurrence or display of possible pricing errors, the User agrees to waive all and any claims against Jets Holiday, and Jets Holiday will return the amounts paid by the User as soon as possible.
i. The Company cannot guarantee the uninterrupted operation of the Site or that all Users can access the same version of the Site during a certain period of time during which the Site update processes are in progress; consequently, Jets Holiday cannot be held liable for any losses of any kind suffered as a result of this, including for unrealized profits.
10. Final Provisions
a. The Company may make changes to the Terms and Conditions of Use, without prior announcement of this in the content of the site. Users are obliged to reread the terms and conditions of use each time they access or use the site www.jetsholiday.com. Use of the site following modification of these terms constitutes acceptance of the modified terms and conditions.
b. The Company’s terms and conditions are in accordance with the Romanian legislation in force. Violation of the provisions of this document constitutes a violation of the Company’s rights and may entail civil, contraventional or, as the case may be, criminal liability of the person at fault.
The website www.jetsholiday.com may contain links to various other sites. When accessing these sites, Users are obliged to comply with the terms and conditions of use of the new sites accessed.
III. Specific Terms and Conditions for Air Tickets
1. Contracting Parties
The parties to a transport agreement (contract) are the Service Provider indicated in the offer and providing the air transport services that are the subject of the agreement and the User. Jets Holiday does not provide air transport services and, therefore, is not responsible for the manner in which the service is provided. The agreement described above and concluded through www.jetsholiday.com is executed based on the general terms and conditions established individually by the Service Providers and displayed in the booking system, which the User takes note of and agrees with. The responsibility for the proper provision of the air transport service rests in each particular case with the entity directly responsible for the effective provision of this service.
1.1. Flight search in the Booking System
a) The User will be able to search for available flights that meet his search criteria by choosing one or more flight routes and by filling in a form with his personal data.
b) The selected flight options are presented in a manner adjusted to the details of the trip chosen by the User and filtered to match the criteria chosen when performing the search by the User, being classified by categories, such as, but not limited to: Recommended, Cheapest, Fastest, flight duration, number of connecting flights, length of stopovers, etc.
1.2. Booking confirmation
a) The User receives the booking confirmation at the e-mail address he/she entered in the relevant field. The confirmation includes: booking number, information about the flight itinerary, total ticket cost and payment method.
b) Completing the steps presented and ordering the ticket will be mandatory for purchasing a flight ticket.
c) The cost of a ticket is displayed in the European currency – EURO. It includes: the ticket price, airport taxes and the ticket issuance fee charged by the Company to cover administrative costs that may result from confirming the booking.
d) Confirmation of a reservation does not imply confirmation of the final fare, as Air Operators may change the fare without prior notice. Thus, if the User’s reservation was made on a fare that is no longer valid at the time of payment confirmation by the bank used by the Company, the Company’s employees will contact the User to send him the new fare, before issuing the flight ticket.
e) If the User agrees to the new fare, he will have to take measures to pay the company the resulting difference as soon as possible, and the flight ticket will be issued after the difference is paid and confirmed. If the User does not agree with the communicated fare, the Company will fully refund the amount paid by the User within 2-5 business days from the moment of receiving the money (the term may vary depending on banking procedures).
1.3. Buying a flight ticket
a) The User may purchase a ticket provided that they have entered the correct personal data into the Reservation System, respecting the order required by the airline procedures. Before purchasing a ticket, the User is obliged to read and comply with the Company’s Terms and Conditions, as well as to acquire information on the payment conditions for the chosen flight routes.
b) Understanding the details of the fare will help the User make the best choice in terms of the cost of the chosen routes, as well as minimize the cost of a possible cancellation. In this regard, the User is recommended to consult the rules imposed by the fare classes and, in case of any ambiguities, to contact the Customer Support department.
2. Payment Methods
The payment method available is by debit/credit card.
The User can use the following types of credit cards or bank cards: Visa, Mastercard, American Express, and JCB.
i) After placing the order, the amount due will be automatically withdrawn from the card to purchase the desired tickets. Depending on the type of ticket, the chosen route and the number of passengers, the payment may be made in one or more transactions, summing up the total value of the ticket confirmed by the User when making the reservation. In some cases, the details of the credit card or bank card may be transferred by secure electronic means to the Air Operators, who will take over the payments of the reservations upon issuing the tickets, with Jets Holiday collecting the various related fees.
ii) When making a reservation or requesting a service offer, the price communicated on the website or by Jets Holiday consultants may include all taxes charged by Jets Holiday or by the Air Operators or these taxes may be displayed separately.
iii) All reservations made through the Company are processed by the owner of the Jets Holiday reservation system or by the air operator’s system. Depending on the airline validating the ticket, transactions may be carried out through an IATA tool called BSP (Billing and Settlement Plan) specific to each country, in the agreed currency or in the currency specific to the country of departure, with the user’s bank automatically converting the currency requested by the airline into the currency in which the User’s account is opened at the exchange rate of that bank. The fees and method of currency conversion are strictly the responsibility of the card issuing bank, the Company not being liable for any differences resulting from the currency exchange rate applied by the bank and any fees charged by it to process the respective currency conversion.
iv) To minimize attempts to defraud the credit card or bank card, the Company reserves the right to carry out random checks to ensure that the passenger is the rightful holder of the card or that the holder has given his/her consent to pay the reservation amount, requesting his/her written consent as well as a copy of the credit card or bank card or a recent bank statement.
Incorrect or incomplete entry of bank or credit card details (card number, expiration date, CVV/CVC code or holder name) as well as any other restrictions (insufficient funds, exceeding the daily/weekly/monthly payment limit, card blocking, restriction to its use only within the country, etc.) will lead to the request being rejected by the Reservation System. In this situation, the Company cannot be held liable for failure to confirm the reservation promptly and for any cost changes arising from it.
v) Reservations cannot be made without payment being recorded in Jets Holiday accounts, therefore Jets Holiday does not guarantee the reservation of seats and the rates communicated at the time of creating the reservation request. These will only be guaranteed after full payment is made and the tickets are issued.
vi) The Company and/or the Travel Service Provider when acting as an intermediary, is mandated by the User to carry out payment operations, in the name and on behalf of the User, to the final beneficiary of the payment for the purchase of air transport services or Additional Services, and the User also agrees to bear all and any of the fees associated with the payment of the requested service(s).
In this case, you will be informed in advance either of the applicable additional fees and fees, or of the Total Price. If your reservation is paid with the credit card of another person, we reserve the right to request a written authorization from that person.
3. Invoice
a) The Company will issue, for each reservation, a tax invoice, using the billing details provided by the User. If the User does not specify separate billing details, the Company will issue the invoice in the name of the payer.
b) The invoice is sent, upon request, by e-mail (to the e-mail address provided by the User) within 7 working days from the date of booking.
c) According to the laws in force, the invoice is considered original without the signature and stamp of the Company. However, if the User wishes to do so, the Company may send by courier (at the User’s expense) a signed and stamped copy.
d) Starting with January 1, 2017, according to the amendments to the Fiscal Code and the obligation to submit the 394 declaration in an updated format, which affects all VAT payers on the territory of Romania, both individuals and legal entities, the Jets Holiday company is obliged to the ability to record the buyer’s personal identification number (CNP) in tax invoices issued for tourist services provided on the territory of Romania.
4. Ticket dispatch
Electronic tickets purchased through the website www.jetsholiday.com will be automatically sent to the e-mail address specified in the “Reservation System” section. Thus, it is mandatory that the e-mail address specified during the reservation process is valid and active; the Company cannot be held liable in the event of damage caused to the customer because the ticket is not received on time.
5. Modification or cancellation of the reservation
a. Jets Holiday does not assume liability for any changes to flight schedules or routes due to the Air Operators, as well as in the event of flight cancellation by the Air Operators. Any information regarding possible changes in the Air Operators’ systems will be communicated by the Air Operators directly to the end customer either by telephone or to the e-mail address specified in the “Reservation System” section of Jets Holiday.
b. Jets Holiday will not be liable for losses resulting from an airline or airport strike, force majeure (government intervention, war, hijacking, fire, flood, accident, storm, terrorist attack, industrial action) or any other situation beyond Jets Holiday’s direct control resulting in the cancellation of the reservation or flight.
c. The company is not liable for aircraft taking off/landing at a time other than that stated on the flight ticket. For such delays, the airline is obliged to assist passengers in accordance with 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, and repealing Regulation (EEC) No 295/91, implemented by Government Decision no. 1.912/2006. Any issue regarding the operation of the flight and the actions adjacent to it falls within the competence and responsibility of the carrier, the airline ticket representing the contract between the passenger and the carrier.
d. In certain cases, the airline may cancel, delay the flight or change the flight schedule, without prior notification to the Passenger, who will either be offered new flight options or various forms of reimbursement (vouchers, coupons) or, to the extent possible, the value of the airline ticket will be refunded to the Passenger/User’s representative by the airline. You will be informed about these options either directly by the airline or by Jets Holiday representatives. Please note that if you receive an email from Jets Holiday regarding the options offered by the airline in the event of a modified or cancelled flight, you must send us a reply regarding one of the options presented in that email up to 48 hours before the scheduled date of the canceled/modified flight, otherwise the cash refund option will no longer be available from the airline, according to its refund policy.
e. If you have taken off from an airport in the European Union, with any airline or your flight was/was to be operated by an airline registered in the European Union and is cancelled, delayed or you are denied boarding, to the extent possible, we can assist and/or represent you in your claims for reimbursement and/or compensation under EC Regulation 261/200. If, within 24 hours of the date on which we notify you of the cancellation/delay/rescheduling of your flight, you do not notify us of your intention to contact the airline directly or do not accept one of the solutions proposed by the airline (in this case, rescheduling the flight), we will consider that we have your implicit agreement to start the procedure for requesting a refund of the value of the flight ticket. If you ask us to assist you in submitting a claim for compensation and/or authorize us to submit claims for compensation on your behalf and the passengers on a reservation, based on EC Regulation no. 261/2004, and the compensation claim has been satisfied, Jets Holiday may charge certain fees for this service, fees that will be communicated to you in advance by email/phone.
f. In the event of a reservation change/cancellation (including, but not limited to, voluntary or involuntary cancellations, refunds, name changes, additions to the reservation, changes to travel dates, etc.), Jets Holiday reserves the right to apply certain fees to cover the administrative costs that may result from any such changes and/or cancellations. These fees are in addition to the fees directly imposed by the Air Operator, and the amount may vary and will be communicated by email/phone either at the time of requesting the change, notification of involuntary cancellation or upon receipt of the request for voluntary cancellation. Thus, if any of the flights is cancelled by the airline, Jets Holiday will invoice the User an additional fee according to Services and Fees for processing the refund. This processing fee will be deducted from the refund received from the airline and the difference will be transferred to the User.
g. Only the User has the right to make changes to the Reservation, e.g., cancellation, rescheduling. If you have initiated the voluntary cancellation of the flight tickets and have informed Jets Holiday about this cancellation, you accept and agree that this action is irreversible and that Jets Holiday is mandated to go through the necessary steps for the cancellation of the travel tickets by the Travel Service Provider. In all cases where the cost of the flight tickets is non-refundable and the tickets are cancelled as a result of the voluntary cancellation of the User/passenger mandated by him, the User loses the right to any form of reimbursement even if the Travel Service Provider subsequently cancels the flight for which the respective tickets were issued, since the effects of the voluntary cancellation prevail. Also, keep in mind that in the case of some airlines, the flights mentioned in the reservation must be used in the order in which they were booked, so if you do not use the outward flight, the airline will automatically cancel the return flight, and in this case, the cost of the tickets for both segments is non-refundable.
h. The reservation can be changed via Customer Service or by completing the contact form available on the website. If there are less than 48 hours left until departure, the User must contact the Air Operator directly.
The User acknowledges at the time of booking (either by phone or via pre-confirmation email) that not all airlines and not all ticket types allow changes. If the change is allowed by the type of ticket purchased, depending on availability and the policy applied by the airline, the total fee for the change includes:
The change fee charged by the airline, according to the terms and conditions of the reservation and any fare difference (the difference between the original fare at which the ticket was purchased and the fare available at the time of the change for the new travel coordinates, including any differences in airport taxes) and the transaction fee charged by Jets Holiday for processing the requested changes, according to Services and Fees.
6. Additional services
6.1. Additional services
a. Additional services are understood to mean the addition of any service that the User wishes to benefit from for the booked flight and that is not included in the airfare (for example: checked baggage, priority boarding, preferential seat, assistance for passengers with reduced mobility, catering, accompanying minor passengers, pets, etc.).
b. Additional services that the User wishes to add to the reservation must be requested through the Reservation System or Jets Holiday Customer Support Service to be able to verify in advance the possibility of providing them.
c. In most cases, when services are not included in the airfare, they can be added at additional fees charged by the air operators, if available.
d. Some air operators do not allow the addition of additional services of any kind after completing the online check-in formalities.
e. Additional services can be purchased exclusively for flights operated by the selling airline. For the operation of certain routes, there may be agreements concluded between air carriers by which one carrier can operate a flight on behalf of the other. These flights are called code-share flights and for such trips, any additional service can be purchased by the User only at the time of presentation at the airport, before the start of the trip.
f. Both Jets Holiday, as an intermediary between the User and the airline, and the User, as a beneficiary of the services provided by the carrier, will fully comply with the rules imposed by the air carriers regarding the possibility of adding additional services and the costs charged for adding this type of service. The Agency cannot be held responsible if the airline cannot favorably honor the User’s request.
6.2. Additional services available during the booking process (for example, but not limited to: checked baggage, priority boarding, preferential seating, assistance for passengers with reduced mobility, catering, accompanying minor passengers, pets, etc.).
a. “Seat reservation” is an additional service. This service allows the user to select and reserve a preferred seat on an aircraft in the electronic system of each carrier for a purchased flight ticket, if such a possibility is offered during the booking process. The service of reserving a preferred seat on an aircraft, as well as the settlement of complaints, are subject to the General Conditions of Carriage and the conditions of booking airline tickets of the Carrier. These rules will be communicated to the user during the booking process. The payment made for reserving a preferred seat on an aircraft is non-refundable, except in cases provided by the Carrier in the General Conditions of Carriage and Ticket Reservation. If the preferred seat selected by the user is not available, Jets Holiday has the right to reserve another seat on the aircraft with characteristics as close as possible to the original preferred seat. Failure to reserve a seat on the aircraft with characteristics as close as possible to the original preferred seat (by the window, by the aisle or in the middle) will result in the refund of the fee charged to the user, but will not affect the validity of the flight ticket reservation, which will remain valid, since the reservation of a preferred seat is an optional additional service. Jets Holiday is not responsible for changes made by the carrier to seat reservations in accordance with the carrier’s internal regulations, in particular for operational or security reasons.
b. “Disabled person” or “person with reduced mobility” means any person whose mobility when travelling by means of transport is reduced as a result of a physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment or any other cause of disability or age and whose situation requires due attention and the adaptation of the services available to all passengers to their particular needs;
Airlines require prior confirmation for this service in such a way that all preparations necessary for boarding can be made in good time, without affecting the operating conditions of the flight and safety conditions.
The request to add this assistance service can also be made by the User by directly contacting the airline that is to operate the flight, respecting the deadlines indicated by it. Depending on the airline, the type of aircraft that is to operate the flight, the number of requests received and confirmed in this regard, the transport company will analyze the request, which is the only one in a position to confirm or reject the provision of the service for the flight for which it was requested. Jets Holiday cannot be held responsible if the airline cannot favorably honor the User’s request.
According to the regulations in force, Jets Holiday’s only obligation is to receive such requests for assistance (sent at least 48 hours in advance) and to transmit the respective information at least 36 hours before the published departure time of the flight, both to the departure, arrival, transit airport managements, and to the operating air carrier.
It is the Users’ obligation to respect the legal deadline of 48 hours to transmit the request for special assistance. If the operating air carrier cannot honor the User’s request for special assistance, whether the 48-hour deadline was respected or not respected by the User, Jets Holiday is not and cannot be held liable for such refusal, being entirely the responsibility of the operating air carrier.
7. Final Provisions
a. Jets Holiday reserves the right to cancel a User’s reservation and to withdraw from the contract, refunding the payments made (if any), without justifying such action.
b. Jets Holiday reserves the right to unilaterally modify the Terms and Conditions. The Customer is obliged to read the Terms before making the reservation, and by accepting them, is bound by the provisions valid on the date of making the reservation or purchasing the flight ticket.
c. In case certain aspects are not regulated in these Statutes, they are subject to the Civil Code and the Romanian laws in force.
d. By the nature of the services offered to Users, the Company does not offer guarantees. The services are provided in accordance with the current practices of the Company.
e. According to Law no. 365 of 07 June 2002 on electronic commerce and the nature of the services offered by Jets Holiday, ticket reservations cannot be canceled within 10 days.
IV. Hotel Reservations
1. Contract between the User and Jets Holiday
a. Contract between the User and Jets Holiday S.R.L., hereinafter referred to as Jets Holiday or the Company. Please read these contractual terms and conditions (Terms and Conditions) carefully before using the website www.jetsholiday.com.
2. General Provisions
a. Acceptance of the Terms and Conditions
By using this Site to search for and/or make a reservation, the User confirms that he has read, understood and fully agrees with the Terms and Conditions below, without any objection.
b. Subject matter of the Terms and Conditions
These terms and conditions establish the manner in which the hotel services provided by Jets Holiday partners are made available to Users who attempt to place a reservation through the website www.jetsholiday.com, by e-mail or through Customer Service. Jets Holiday will provide the User with: direct access to the hotel services offered by the suppliers; The possibility of benefiting from personalized services.
c. Introduction
www.jetsholiday.com provides the User with an online platform through which he can access the databases of third-party suppliers such as: hotels, guesthouses, apartments in the hotel system, other intermediaries (Hotel Service Providers) and acts as an intermediary agent for them, but is not a provider of accommodation services nor a party to the hotel service purchase contracts or other similar contracts concluded through the Reservation System. Any reservation concluded through the www.jetsholiday.com website is finalized and executed based on the general provisions of the individual supplier contracts. Jets Holiday assumes no responsibility for the hotel products and services offered by the Hotel Service Providers and does not guarantee in any way (either explicitly or implicitly) the accuracy or quality of the products and services reflected on this website. Jest Holiday is not a party to any hotel service agreement or any other agreement with reference to these services, concluded through the Booking System. The parties to such an agreement are always the User and the Service Provider indicated in the offer.
d. Definitions
www.jetsholiday.com is a website operated by SC JETS HOLIDAY SRL (also referred to as the Company or Jets Holiday) with headquarters at Şoseaua București – Ploiești 42-44, Băneasa Business & Technology Park, Building A, Wing A1, floor 4, room 413, sector 1, Bucharest..
Provider of hotel or related services – Jets Holiday partner, which, through the website www.jetsholiday.com, offers the User its hotel services described in detail in the individual offers.
Hotel and related services – short-term rentals of accommodation spaces, hotel rooms, houses, apartments in hotel mode and the provision of other related services on site.
Tourist packages – personalized solutions for users, representing a tourist product consisting of a range of individual services, including transportation (airline ticket) and hotel reservation, as well as additional services, available through the website www.jetsholiday.com.
The hotel category (number of stars) generally reflects the quality of the hotel and the approximate level of available facilities and services offered to customers. However, this classification system varies from country to country. The classification of hotels in international practice based on the star rating system is not binding on the standards of a particular hotel. The information and descriptions of services and equipment available within the Reservation System regarding hotels are based on the hoteliers’ own description and evaluation in accordance with local legislative norms and Jets Holiday is not responsible for the hotel categories and star ratings because they were provided as such by the accommodation units or Hotel Service Providers.
Room types: When accessing the desired hotel, the booking system will display all available room types based on the User’s search criteria. It is the User’s responsibility to ensure that the room type booked will be suitable for the number of people who will be checking in at the hotel. If more people arrive at the hotel than can be accommodated, then the hotel has every right to not accept this reservation and in this case, no refund will be made. Jets Holiday undertakes to ensure that the hotel will offer the requested room type as well as the transmission of special preferences to the hotel, but these cannot be guaranteed; they are honored depending on availability at the time of accommodation.
Single room – contains a single bed for one person;
Double room – contains a double bed for 2 people;
Twin room – contains 2 single beds;
Double/twin room for single use – contains a double bed for one person;
Triple room – contains 3 single beds or a double bed for 2 people and an extra bed for 1 person;
Quadruple room – contains either 2 double beds, each for 2 people, or 4 separate beds for 1 person, or 1 double bed for 2 people and 2 extra beds for 1 person;
Twin/double room plus child – contains either 2 separate beds or a double bed plus 1 extra bed for the child, depending on the age indicated in the reservation.
In some cases, depending on the age, the child shares the same bed with the parents. If you want an explicit bed for the child, we suggest you search for adults only, considering the child as an adult.
Children up to 2 years old are considered infants and in order to obtain a cot for them, a confirmation from the hotel is required. Please specify if you want a cot in the comments field in the reservation (if such a field exists) or communicate this request to us by e-mail, immediately after completing the reservation.
Meal type: Accommodation units may offer different types of meals (room only, breakfast, half board, full board, all inclusive, as well as other variations thereof). The meals included in each rate are specified in the offers and the User understands that there are quantitative and qualitative differences from one accommodation unit to another.
All special offers and promotions are marked as such and may have special booking, payment and/or cancellation conditions.
3. Placing a hotel reservation
The User can place a hotel reservation through one of the following methods: through the Reservation System available on the website www.jetsholiday.com, by entering all the necessary data in the form.
The price of hotel services is expressed in the EURO currency. It includes: the net value of the service and administration costs.
Once an order is placed, it is considered a firm reservation and is subject to the Terms and Conditions of Jets Holiday, as well as those of the Hotel Service Provider regarding the use of the hotel service, cancellation and modification of the reservation, etc.
Accommodation agreements (contracts) concluded through the Reservation System are confirmed and executed based on the general terms and conditions established by the Service Providers and displayed in the Reservation System for each individual case. All information and offers presented in the Reservation System are based exclusively on the information made available directly by the Providers. The Terms and Conditions of booking, including the responsibility and warranty regarding the accommodation service offered by the Suppliers, are established by and belong, in each particular case, to the entity directly responsible for the effective provision of this service.
The User may book through Jets Holiday under the terms and conditions specified by the Suppliers or by Jets Holiday, in which case Jets Holiday is responsible for sending the booking confirmation, processing payments and post-sales correspondence.
4. Confirmation of the booking request and the rate
Depending on the type of booking chosen, the User will receive a confirmation of the booking request directly from Jets Holiday at the email address indicated by them. The confirmation will contain, in addition to the booking request number, information regarding the hotel service and the total rate to be paid for this service.
For bookings made through www.jetsholiday.com, the rate displayed is in EUR. The reservation price includes the accommodation price, VAT and all other applicable taxes unless otherwise specified in the Booking System on the website or in the confirmation email.
If the booked accommodation service, by terms and conditions, involves a payment to Jets Holiday from the User, the reservation price cannot be guaranteed until the payment is made and received.
The User is responsible for checking and validating the accuracy of the data before making the payment.
5. Booking conditions
Before placing the order, the User is requested to read and accept these Terms and Conditions and to read and understand how the price of the hotel service they have opted for is calculated. Understanding how the price list is made will help the User to choose the most attractive offer and will minimize the amount of any cancellation or modification fee. After receiving the reservation request, Jets Holiday may contact the User for the purpose of verifying the data and confirming the offer. If contact with the User is not possible, Jets Holiday is not responsible for ensuring that the supplier accepts the reservation according to the data entered. Each reservation/request is submitted by Jets Holiday to the respective supplier, on behalf of the User, in the form of an order. The hotel may cancel the reservation if, on the date of the start of the stay, the reservation holder does not show up at the hotel during the check-in period. The check-in period and the cancellation conditions vary from one accommodation unit to another and are established by the specific booking conditions of the hotel offering the service.
6. Payment methods
The available payment method is electronic payment with a Visa, Mastercard, American Express, or JCB card.
7. Data security
In accordance with European Union laws on the protection of personal data, Jets Holiday uses technical procedures and restrictions to prevent unauthorized access and misuse of personal data through systems and operational procedures designed to protect and keep the User’s information safe. Only authorized personnel are allowed to access personal data in work processes.
8. Cancellation of a hotel reservation
The request to cancel the reservation can be sent by e-mail to booking@jetsholiday.com or via the contact form, available here.
Attention! Please read the cancellation terms and conditions carefully before confirming the reservation. If you do not agree with the imposed cancellation policy, the reservation cannot be confirmed.
Each hotel reservation is subject to the cancellation conditions communicated by the respective provider and displayed to the User by Jets Holiday at the time of booking the service and before the order is completed.
The deadline for cancellation without penalty is specified at the time of making the online reservation and is acknowledged by the User. Any request to cancel the hotel reservation submitted after the respective deadline implies the payment of penalties, which are also specified during the reservation process.
Note: Some hotels apply a more restrictive cancellation policy, especially in the case of promotional rates, and some accommodation services are non-refundable after the time of completion of the reservation. This information will be specified in the specific cancellation policy section during the reservation process, and in the event of cancellation or no-show at the hotel, the User will not be able to benefit from a refund for unused services, regardless of the circumstances.
Cancellation in the event of an unidentified user
In order to avoid fraudulent use of the Reservation System and the making of false reservations, Jets Holiday reserves the right to cancel unguaranteed reservations with a bank card if it is not possible to contact the User at the telephone number indicated by them. In this case, the User has no right to make complaints regarding the provision of the hotel service in question. The User can opt to make a guaranteed reservation, providing the credit card number and thus preventing the cancellation of the reservation for the reasons mentioned above.
Note: Some hotels have fluctuating rates, which change daily. The rate is only guaranteed based on a confirmed reservation and remains firm at the time of its confirmation. A refund request based on the fact that the online sales rate was different from the reception rate or from promotional or last-minute rates that appeared later is not accepted.
Refund requests due to total or partial non-use of hotel services must be accompanied by a written request from the User and a written confirmation from the hotel/provider. This confirmation does not guarantee the return of the value of the unused services and will be honored only if both the hotel and the Hotel Service Provider accept the return of the value of the unused services.
In case of fortuitous impossibility of honoring the reservation (overbooking), Jets Holiday reserves the right to replace the hotel or other services initially confirmed with others of a similar category, without any other compensation or to refund the money in full if it is impossible to offer an alternative.
Jets Holiday is not responsible for compensating for any situation that could have been resolved on the spot if the hotel had been informed.
9. Final Provisions
a. Any complaints regarding the hotel services or any claims for compensation from Users for any losses suffered will be addressed to the Hotel Service Providers and handled directly by them. Jets Holiday is solely responsible for irregularities regarding the intermediation service on the website. These can be claimed within 7 days of making the reservation, either in writing to the Jets Holiday office address, Șoseaua București – Ploiești 42-44, Building A, 4th floor, Bucharest, or by e-mail, at claim@jetsholiday.com. The Company will confirm the acceptance of the complaint to the User and will inform them about the time necessary to investigate the complaint within 3 working days of receiving it. The term for resolving a complaint is a maximum of 30 working days from receiving it.
b. Jets Holiday and its suppliers are not responsible for the quality of the hotel services available through the website or for errors that may occur during the booking process, which make it impossible to complete the transaction. The role of Jets Holiday and the companies it collaborates with to provide Users with the hotel database is to allow Users to access direct offers presented by individual suppliers.
c. Force Majeure: Jets Holiday is not responsible in the event of events caused by force majeure, including but not limited to government interventions, wars, kidnappings, fires, floods, accidents, storms, strikes, terrorist attacks, or industrial actions that may affect the Company or its suppliers.
d. Disclaimer: Subject to the limitations set out in these terms and conditions, and to the extent permitted by law, Jets Holiday is solely liable for damages actually incurred, paid or accrued by the User due to a deficiency in the performance of the Company’s services demonstrated as such up to a maximum amount not exceeding the total cost of the reservation, stated in the confirmation email. Likewise, neither Jets Holiday nor its employees or affiliated partners or others (third parties) involved in promoting or making available the website and its content will be liable: for any loss or punitive damage (direct or indirect), for any loss of production, profit or income, contract, damage to reputation and goodwill, loss of receivables, for any inaccuracy related to information of the accommodation unit that is presented as available on the website www.jetsholiday.com, for the services performed or the products offered by the accommodation unit, nor for any damage, loss or indirect costs, violations of the law, negligence, willful misconduct, omissions, non-performance, damages or strict or attributable liability (in whole or in part) to the accommodation unit or other partners of Jets Holiday, including employees whose products or services are made (directly or indirectly) available, offered or promoted through the website, including any cancellation (partial), overbooking, strike, force majeure or any other event beyond the control of Jets Holiday.
Applicable law: These Terms and Conditions represent the contract between the User and Jets Holiday and are governed by the laws of Romania.
V. Transfer services
1. The website www.jetsholiday.com, as well as the company Jets Holiday SRL act as an agent for third-party transfer service providers, such as Hotelbeds, therefore it is not the actual provider of the transfer service. As a result, the User will receive the booking confirmation together with all the conditions applicable to the purchased service.
VI. Special terms and conditions, applicable exclusively to tourist service packages, specific rights and obligations provided by OG 2/2018
1. In accordance with the provisions of art. 7 of Government Ordinance no. 2/2018, the Company’s obligation to inform is fulfilled by publishing these Terms and Conditions on the website www.jetsholiday.com and by communicating them in PDF format to customers, via the order confirmation email.
Travelers are provided with an emergency telephone number or details of a contact point where they can contact the Company.
Travellers may transfer the package to another person, upon reasonable notice and, where applicable, payment of additional costs, within the limits, conditions and exceptions set by the actual service providers, Jets Holiday not being held liable if it is found impossible to transfer the package to another person.
Travellers may terminate the contract without payment of a termination penalty and may obtain a full refund of any payments if any of the essential elements of the package, other than the price, have changed significantly. If, before the start of the package, the trader responsible for the package cancels the package, travellers are entitled to a refund.
The contract may be terminated without payment of a termination penalty, before the start of the package, but only in exceptional circumstances, which are not due to the sole will of the traveller. (e.g., in the event of serious security issues at the destination, which are likely to affect the package). The traveller has the option of terminating the contract before the start of the package, but only in exchange for paying an appropriate and justifiable termination penalty.
If, after the start of the package, important elements of the package cannot be performed as agreed, the traveller must be offered suitable alternative services without incurring any additional costs. Travellers may terminate the contract without paying a termination penalty if the services are not performed in accordance with the contract and this substantially affects the performance of the package and the organising travel agency does not remedy the problem.
Travellers are also entitled to a price reduction and/or compensation for damages if the travel services are not performed or are performed improperly. The traveller is not entitled to compensation for damages if the non-conformity occurs in one of the following situations: it is attributable to the traveller; is attributable to a third party not connected with the provision of the travel services included in the package travel contract and is unforeseeable or unavoidable; is caused by unavoidable and extraordinary circumstances.
Travellers are obliged to communicate any non-conformity found during the performance of the package, without undue delay.
The company provides assistance if a traveller is in difficulty.
The company is liable for any errors caused by technical failures in the booking system attributable to it and, if it has agreed to organise the booking of a package or travel services forming part of the linked travel services, for errors made during the booking process.
The company is not liable for booking errors attributable to the traveller or caused by unavoidable and extraordinary circumstances.
In accordance with the provisions of art. 12 of OG 2/2018, Jets Holiday reserves the right to unilaterally modify these provisions, provided that the client is informed in a clear, understandable, and well-marked manner of modifications that can be followed on the website www.jetsholiday.com.
Alternative dispute resolution (“ADR”) is an alternative mechanism to the judicial system, through which consumers are offered the possibility of resolving disputes they may have with traders when they are faced with a problem related to the purchase of a product or service.
Thus, complaints against traders are voluntarily submitted by consumers, and will be resolved in an independent, impartial, transparent, fast, and fair manner.
The Alternative Dispute Resolution Directorate (ADR Directorate) within the National Authority for Consumer Protection (“ANPC”) has the competence to alternatively resolve national and cross-border disputes arising from sales contracts or service contracts concluded with a trader carrying out activities in Romania, in the sectors of activity in which the ANPC is competent.
The application for ADR, the List of ADR advisors, the ADR Procedure, and the applicable legislation can be consulted here.
The website on which Government Ordinance no. 2/2018 is accessible.
If the organizing travel agency becomes insolvent, payments will be refunded. If it becomes insolvent after the start of the package, and transport is included in the package, the repatriation of travelers is guaranteed. Jets Holiday has contracted insolvency protection with the German Romanian Assurance company. Travelers can contact this entity if services are refused due to Jets Holiday’s insolvency.
