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Terms and Conditions

General information

  1. GENERAL INFORMATION

    1. These Terms specify the rules for using the “Booking System” for third party services offered via the lucky2go.com website and the Call Centre, including booking and purchase of: Air Tickets, Travel Insurance, Hotel Services and other services made available within the Booking System.
    2. The Administrator of the flight Booking System is lucky2go Spółka z ograniczoną odpowiedzialnością with its registered office in Katowice, at ul. Mickiewicza 29, 40-085 Katowice, registered by the District Court Katowice-Wschód in Katowice, 8th Commercial Division of the National Court Register (KRS) under KRS number 0000729174, REGON (statistical number): 380073970, NIP (Tax Identification Number): 6342928642, share capital PLN 5,000.00 paid up in full, which is a Value Added Tax payer, further referred to as lucky2go.
    3. Using the Booking System and Call Centre services (at telephone numbers available via the lucky2go.com website) requires the acceptance of all the following provisions of these Terms. Acceptance constitutes a declaration of intent and creates legal obligations between the User and Service Provider.
    4. The User is entitled to copy, reproduce and save the content of these Terms free of charge, without the right to its commercial distribution.
    5. Each User shall comply with these Terms the moment they undertake actions with the aim to use the Booking System.
    6. The booking and purchase of specific products available in the Booking System are an individual transaction carried out by the User each time and subject to terms and conditions specified by each third party. The purchase of each product is subject to customised terms and conditions specified for each service available in the Booking System.
  2. DEFINITIONS

    1. Booking System – a programme managing transaction processes available at the www.lucky2go.com website and via the Call Centre enabling the User to:
      1. search domestic and international flights between any two cities, price these flights and purchase air tickets,
      2. price and purchase travel insurance,
      3. search and order hotel services in any city (home and abroad), in any timeframe,
    2. User – any natural or legal person or organisational unit without legal personality, which has legal capacity under the law, using the Booking System or the Call Centre.
    3. Payer – any natural or legal person or organisational unit without legal personality, which has legal capacity under the law, using the Booking System or the Call Centre and making payments or obliged to make such payments.
    4. Call Centre – a unit responsible for contacts with the User as part of carrying out services provided via lucky2go website, under conditions and in the scope specified in these Terms.
    5. Supplier – a provider of services offered to the User via the lucky2go.com website.
    6. Service Provider – an entity providing services specified in these Terms to the User via lucky2go, the Booking System or directly, depending on the nature of services.
    7. Hotel services – short-term and generally available rental of houses, apartments, rooms, beds and also places to set up tents or trailers and the provision of any other related services within the facility.
    8. Carrier – an entity with a valid certificate (concession, licence) authorising business activity covering air transport and services in the scope specified in these Terms.
    9. Air Ticket – a document issued via the Booking System or the Call Centre which authorises the use of air transport service.
    10. Tariff terms and conditions – terms and conditions of booking pertaining to the use of a given air ticket, including, but not limited to: conditions of air ticket return, size of baggage.
    11. E-mail address/ e-mail – an active electronic mail address of the User.
    12. Personal questionnaire – a form used by the User to send their personal data to enable the User's use of services transferred and processed under conditions specified in the Privacy Policy provided via lucky2go.com website
    13. Low-Cost Lines – specific airlines subject to properly defined regulations pursuant to XII point.
    14. Service fee – a non-refundable fee collected by lucky2go or the Service Provider as part of services offered to the User, depending on the type and nature of provided services, in the scope specified in these Terms
    15. Payment instrument – a customised device or a set of procedures agreed by the User and Service Provider and used by the User or the Payer to issue an order for the execution of a payment transaction.
    16. Payment card – a payment instrument which enables making orders of deposit, transfer and withdrawal of cash using a specialised entity.
  3. USER’S LIABILITY FOR THE USE OF THE BOOKING SYSTEM

    1. The User confirms that they have full capacity to perform legal actions and enter into legally binding commitments.
    2. The User assures that they shall use the Booking System to search for bookings of air tickets, purchase air tickets and book and purchase other available services listed in these Terms, as well as other services available in the Booking System, exclusively in accordance with existing laws.
    3. The User shall search for services to be booked using their own surname and shall make payments for booked air tickets and/or other services using their own payment card. Any searches for services to be booked using others' or false surnames and payments for booked air tickets and/or other services using others' or false payment cards shall be immediately reported to the relevant law enforcement authorities.
  4. LIMITATION OF LIABILITY

    1. Once search results are displayed, other offers with a similar service provided by a third party, different from those previously displayed, may show up in the Booking System or in other ticket and service booking search systems
    2. Unless the receipt of the search result is immediately confirmed by making and paying for a booking in the Booking System or other ticket and service booking search systems, it does not entitle the Customer to lay a claim against the intermediary to conclude the contract for the purchase of tickets or other services offered by entities offering services ordered through the Booking System or other ticket and service booking search systems.

Protection of personal data

  1. PROTECTION OF PERSONAL DATA

    Any issues related to protection of personal data of Users and Payers and all other persons using the www.lucky2go.com website have been laid down in the Privacy Policy available at: https://lucky2go.com/privacy-policy.

Payment forms and methods

  1. ISSUING AND DELIVERING INVOICES

    1. For services purchased via the lucky2go.com website or via the Call Centre, the Supplier or the Service Provider shall issue an electronic invoice. By making a purchase and accepting these Terms, the User agrees to receive electronic invoices within the meaning of Article 2(32) of the Act on VAT of 11 March 2004.
    2. Electronic invoices for the services shall be delivered to the e-mail address provided in the personal questionnaire in the Booking System or in the purchase process using the Call Centre.
    3. Changes in the details of electronic invoice indicated by the User in the personal questionnaire will be carried out under the conditions and within the scope specified in relevant laws.
    4. If services are booked for more than one User and if the buyer to which the invoice should be issued is not indicated, the invoice will be issued to the first User stated in the collective booking and delivered to the e-mail address provided during the booking process.
    5. Service Providers and Suppliers may indicate specific conditions for issuing an invoice.
  2. PAYMENT FORMS AND METHODS

    1. The User may select the following payment forms as part of services provided via www.lucky2go.com website or the Call Centre, if available in the Booking System:
      1. payment transactions using a payment card or a similar payment instrument,
      2. online bank transfers,
      3. transfers of funds from a payment account,
      4. payments via a local payment institution whose offer was made available in the Booking System and under the conditions imposed by that payment institution,
      5. other special means for a given country in which the Booking System transaction is carried out, detailed in the booking process of a given service.
    2. The Users choose the preferred payment form in the personal questionnaire in the Booking System or through a declaration submitted via the Call Centre, bearing in mind that:
      1. transfers of funds should be made to a bank account indicated in the e-mail confirming the booking of selected services,
      2. transfers and payment orders must contain information specifying the name and surname of the User indicated in the Booking System each time, as well as the identification number specified for a given service, e.g. the booking number.
       
      The following options are available for air tickets:
      1. payments through a transfer of funds from a payment account is possible only when booking air tickets via the lucky2go.com website at least 2 days in advance. When selecting transfer of funds from their account as the payment form, the User shall, within 24 hours from the booking, pay the amount due to lucky2go for the purchased air ticket to keep the conditions of the booking.
      2. air tickets paid for using transfer of funds from a payment account or via online bank transfer are issued by lucky2go on the date when the payment due for the air ticket purchased by the User has been credited to the given bank account, if the crediting occurs prior to 20:00. Off work days are an exception and have been defined on the Booking System website; in such cases, the transaction is carried out on the next working day, in accordance with conditions defined by specific Carriers.
      3. payments for Low-Cost air tickets during online purchase are made exclusively using payment cards or a similar payment instrument or by transfer of funds from the User's payment account if such service is ordered in the booking form or via the Call Centre.
       
      For hotel services:
      1. payment for hotel services via Booking System is carried out under conditions specified by the Service Provider whose services are made available on the lucky2go.com website.

    3. Payment using payment cards or a similar payment instrument is a safe transaction carried out in the following way:
      1. the User of the Booking System makes a purchase using a VISA, Eurocard, Mastercard, Diners Club, American Express payment card or using another payment instrument agreed with the User, as specified in the Booking System or under conditions agreed using the Call Centre.
      2. by choosing a payment card as the payment form, the User is obligated to fill out the fields defining the information concerning their payment card in the personal questionnaire in the Booking System.
      3. after the booking is made, the payment card is automatically authorised via the Booking System in the order by phone system and charged accordingly to the price of the purchased service.
      4. in case of services covering booking of and payment for air tickets, the payment card is charged in two transactions: the net amount for the ticket plus airport charges is charged by the airline, while the amount for the service fee is charged by the Service Provider. The charging of the due amount may also be done in one transaction.
      5. in the case of services covering booking of and payment for hotel services, following the charging of the card and crediting of the payment, the system will send to the User's e-mail address a voucher confirming the purchase of the hotel service, which is a proof of purchase of the hotel service, necessary for using the service.
    4. The amounts of payments for services based on bookings made by the User using the Booking System or under the conditions agreed via the Call Centre will be set in the currency defined by the User using the Booking System or under the conditions agreed via the Call Centre.

Air tickets (+2go Shield)

  1. AIR TICKETS

    1. As the provider of offers by airlines accredited in IATA (International Air Transport Association) to the Users, lucky2go acts as an intermediary for the Service Provider(s) accredited by IATA, and for entities offering other services via the Booking System it acts as the www.lucky2go.com website administrator making available services carried out by the Service Providers. The entities providing transport services to the User and bearing liability for non-performance or improper performance of flight are specific airlines accredited in IATA on behalf of which and for which the Service Provider operates and whose names are indicated in the course of the booking process and on the ticket supplied to the User.
    2. In the case of Low-Cost Airlines, the Service Provider acts as an intermediary performing factual acts in those airlines resulting in the completion of a transaction and a delivery of a ticket ordered from those airlines strictly according to the User’s instructions and on their behalf, communicated via the Booking System or the Call Centre. The service performance and processing of complaints are subject to the general terms of respective Carriers indicated during the booking process.
    3. In the case of charter flights organized by a tour operator, lucky2go acts as an agent and gives information about the conditions set out by the entity operating the flight. The operator is liable for non-performance or improper performance of the charter flight service.
    4. The parties to the transport agreement are the Service Provider specifically indicated and defined in the offer, providing air transport services which constitute the subject of the agreement and the User. Agreements referred to above and concluded via the www.lucky2go.com website are executed on the basis of general conditions of agreements with specific Service Providers which enter into an agreement with the User.
    5. The User searches for a booking by choosing one of the flight connections suggested by the Booking System and by filling out the personal questionnaire with the required information, which are processed in keeping with VI point of these Terms.
    6. Confirmation of the search and change of price:
      1. At the e-mail address indicated, the User receives a confirmation of the booking, which includes, apart from the booking number, the information about the chosen flight connection, the total price and the form of payment. The price of Air Ticket includes: net tariff of the Carrier, airport charges, taxes, a non-refundable service fee for issuing the ticket, additional fees, and any charges for other services that are an integral part of transport specified in the summary of transaction in the Booking System.
      2. Given the preliminary nature of the booking, the price of the ticket is not guaranteed until the Service Provider receives the payment.
      3. The User is obliged to make sure the booking details stated in the confirmation e-mail, as well as the deadline for paying for the booking to purchase the ticket at a price indicated during the search in the Booking System are correct.
    7. The purchase of an air ticket:
      1. The User shall purchase an air ticket provided that all personal details entered into the Booking System are true. Before purchasing an Air Ticket, the User is obliged to read and accept these Terms, as well as to read the booking terms and conditions and tariff terms and conditions of the flight connection chosen by the User, which are available in the Booking System. The Service Provider will charge the User with a non-refundable service fee for all operations connected with the issuance of the ticket in the amount defined in the booking process.
      2. The User books the air ticket in the Booking System or via the Call Centre, based on the availability, price and possibility of providing the service specified in the Booking System or obtained using the Call Centre at the moment of booking.
      3. After receiving the booking order, the Service Provider reserves the right to contact the User in order to verify the User’s details and to confirm the conditions of the booking. In the case of impossibility to contact the User, the Service Provider makes a booking pursuant to the conditions under which the User placed the order. The Service Provider executes the booking, provided that the User has paid at least the amount of the ticket price plus the amount of charges for additional services specified by the User in the Booking System and the amount of service fee.
      4. Additional services specified by the User which should be executed as part of the booking (e.g. a special meal, points in the frequent flyer programme, flight with an animal, excess baggage, special cabin baggage, unaccompanied child, additional care for the passenger, disability aid, child crib and other) should be ordered using the Call Centre or at the e-mail address indicated by lucky2go, to verify their availability.
      5. The Service Provider reserves the right to refuse to issue a ticket if the tariff selected by the User does not comply with its purpose according to the sales conditions of a given offer or there are other justified limitations in the agreements between the Carriers, over which the Service Provider has no control.
    8. The forms of payment for the purchase of air tickets are executed under conditions specified in VII point of these Terms.
    9. The User's air ticket is issued by the Service Provider in an electronic form.
    10. The User's air ticket issued by the Service Provider shall be delivered to the e-mail address provided in the personal questionnaire in the Booking System or in the purchase process using the Call Centre.
    11. Cancellation of booking by the fault of the Carrier:
      1. The Service Provider shall not be liable for changes in Users’ bookings and cancellations of those bookings made by the airlines. Information about possible changes in the User's booking is sent by lucky2go to the e-mail address provided in the personal questionnaire or communicated by phone to the provided contact number.
      2. The User shall address any and all claims resulting from cancellations or changes, including flight delays by fault of the Carrier, directly to the Carrier. The Carriers' liability is recognized under the conditions of Warsaw Convention and Montreal Convention.
    12. Return of an air ticket:
      1. The Payer shall be entitled to return the air ticket purchased via the www.lucky2go.com website, if the tariff terms and conditions set out directly by the Carrier allow for that. The return of the air ticket may result in additional penalty fare in the amount set out independently from lucky2go and specified by the Carrier.
      2. If the air ticket tariff accounts for the possibility to return the air ticket, the Payer should contact the Call Centre by phone to return the ticket.
      3. Depending on the payment form used, the amount due to the Payer from the Carrier for the air ticket subject to return is transferred directly to the Payer's bank account or their payment card's account within 7 days from the date the Service Provider receives the due amount.
      4. The return date is understood as the date when money is debited from the Service Provider's bank account.
    13. Changes/modifications of booking, additional services:
      1. The User changes the booking using the Call Centre or via the contact form on the www.lucky2go.com website.
      2. If the date of departure is less than 48 hours away, a booking modification is possible solely via the Call Centre.
      3. The cost of change of air ticket depends on the fares and possibility to carry out changes specified by the Carrier. The total price of change of air ticket booking includes:
        1. a standard charge for a change or an additional service (which comprises a charge for ticket modification pursuant to the regulations and the table of fees of a given airline, as well as a non-refundable service fee for modifying the order or ordering an additional service),
        2. the difference in tariff prices (a difference of costs between the initial price of a ticket and its price at the moment of the change),
        3. the difference in taxes and airport charges (a potential difference in costs between the initial value of taxes and charges and their value at the moment of the change).
      4. The booking in the Booking System is modified by the Service Provider under conditions specified in the Table of service fees for additional services to be changed in an already purchased ticket:
        Table of service fees for extra services added to an already purchased ticket (in EUR:)
        Change SF per person
        Change of ticket (date, route, direction, passenger’s details) 12
        Cancellation of ticket on customer request 12
        Adding checked-in luggage or special luggage 8
        Special assistance (for example unaccompanied children 6
        Allocation of a particular seat 8
        Special meal 6
        Transport of animals 7
        Priority boarding 7
        Other additional services which the airline offers on passenger's demand 7
        Check-in online / issuing the boarding card 7
      5. The User may pay for changes to the air ticket booking as specified in § 7 of these Terms. The payment using the payment card is carried out via the Call Centre. If payment is made via transfer of funds from a payment account, the User receives an e-mail confirming the change, which specifies: details of the booking (booking number, passenger's details, details of the connection and information on additional services and air ticket tariffs), details for making the payment and the amount of change.
      6. Some promotional tariffs available in the Booking System have very specific conditions of booking and issuing air tickets. It applies particularly to tariffs which ought to be booked and purchased at least three, seven or fourteen days in advance. Failure to meet that condition may result in a change in the price of the air ticket. lucky2go reserves the right to cancel the User’s booking, made exactly three, seven or fourteen days before departure, if the User exceeds the limit of purchase defined by the Carrier in the Carrier's tariff terms and conditions. An airline may request to issue a ticket earlier. In such case, the User will receive the necessary information about the deadline for the payment to the current e-mail address.
  2. The lucky links service (+2go Shield)

    1. General Provisions
      1. A flight designated as “lucky links”, available to Users in the Reservation System, includes at least two connecting flights, with one transfer or multiple transfers and one or more Carriers involved, and for which separate tickets are issued. In this situation, each part of the route takes place on the basis of a separate ticket and is considered a separate service that is unrelated to other services provided as part of the Trip. Additionally, in such instances, it does not matter whether separate tickets are issued for the services of several carriers or just a single one (“lucky links”). A combination of flights found via the Booking System as part of the lucky links service shall hereinafter be referred to as a “Trip”.
      2. Purchasing a lucky links ticket means purchasing more than one air ticket involving at least one connecting flight, for which the User receives separate flight tickets with one or more carriers as part of a single transaction process in the Booking System. The sum of tickets purchased for a given lucky links Trip is not a single combined flight ticket that encompasses all individual flights, which are part of the Trip.
      3. Due to the fact that the lucky links service is provided on the basis of separate flight tickets, through one or more carriers, and as part of a single Trip, the User is obliged to verify the luggage handling rules on all stages of the Trip, as well as the documents that authorise them to utilise the service, including entry or transit visas, which may be required in the country in which the lucky links service is provided or in which a transfer to another flight takes place.
      4. Purchasing separate tickets for different flights by the User as part of the lucky links service may be potentially subject to the risk of cancellation, delay or change of flight time and the resulting inability of the User to use another connection(s) which is part of the Trip, due to the fact that the transfer periods between individual air connections may be short (depending on the search parameters indicated by the User and the availability of flights in the Booking System).
      5. The availability of the lucky links service in the case of different flight combinations depends on the availability of flight tickets of individual Carriers, as well as the criteria determined by the Users in the Booking System.
      6. If information about a lucky links offer appears next to the search results, all persons travelling on the basis of tickets purchased as part of an offer marked in this way will be covered by the lucky2go insurance (“2go Shield”) at no additional cost. This means that after purchasing tickets as part of this Trip, Users can receive assistance from lucky2go based on the terms established below:
    2. The basis for using the 2go Shield
      1. The User may take advantage of the 2go Shield if one of the connections which are part of the Trip is cancelled, delayed or rescheduled, resulting in the inability of the User to make a planned transfer or reach their destination.
      2. If the User receives information about a cancellation, delay or change in schedule of at least one of the lucky links connections, which would result in their inability to successfully make the Trip, the User shall notify lucky2go that they are unable to make use of the next air connection that is part of the Trip, as well as the reasons for it, based on the following terms:
        1. if the User learns about the cancellation, delay or rescheduling of at least one of the lucky links connections more than 48 hours before the scheduled start the Trip and if such an event will result in the inability of the User to make the Trip, the User is entitled to take advantage of the 2go Shield service, provided that they immediately notify lucky2go by phone or e-mail within 12 hours from the moment they receive such information.
        2. if the User learns about the cancellation, delay or rescheduling of at least one of the lucky links connections less than 48 hours before the scheduled start of the Trip and if such an event will result in the inability of the User to make the Trip, the User is entitled to take advantage of the 2go Shield service, provided that they notify lucky2go by phone or e-mail within 1 hour from the moment they receive such information.
      3. Failure to notify lucky2go within the aforementioned timeframes shall result in the inability to cover the given Trip with the 2go Shield service.
      4. User notifications are accepted 24 hours a day, 7 days a week, only via the dedicated phone number, provided in the “lucky links” tab on the lucky2go website (+48 32 728 30 16) and via e-mail, at luckylinks@lucky2go.com. Customer support is available in English and Polish only.
      5. The User shall be entitled to take advantage of the 2go Shield only if they exercise due diligence that can be expected from a traveller who wishes to make it on time to each successive connection that is part of the Trip, even if a cancellation, delay or change of schedule occurs in the case of at least one of the lucky links connections, resulting in the User’s inability to make the Trip, and only provided that the User does not make changes to the documentation necessary to make the Trip without informing lucky2go about that.
      6. As part of the 2go Shield service, relevant parties reserve the right to verify and determine the times of arrival and departure of aircraft, as well as the amount of time available for transfers between different air connections, based on the systems used by lucky2go and based on data in the GDS booking system or at the www.flightstats.com website.
    3. The scope of assistance available to the User via the 2go Shield service:
      1. After receiving information about the cancellation, delay or rescheduling of at least one of the lucky links connections, resulting in the inability to make the Trip, from a User entitled to take advantage of the 2go Shield, lucky2go shall notify the User of any available alternative connections that will allow them to reach the Trip destination (hereinafter referred to as “Alternative Connection”).
      2. If a User misses an air connection as a result of a cancellation, delay or rescheduling of at least one of the lucky links connections included in a Trip, which results in the inability of the User to make the Trip, the User shall have the right to choose:
        1. An Alternative Connection available under the 2go Shield service can only be provided if the costs of the Alternative Connection that lucky2go would be subject to do not exceed the reasonable costs of tickets for any missed connections that were part of the Trip (“Limit”). Should the User reject the possibility of completing their Trip using the Alternative Connection option, their right to take advantage of the 2go Shield service shall be considered forfeit.
        2. in the event that utilising an Alternative Connection is not a feasible option due to a disproportionate price difference between the price of the potential Alternative Connection and the original price for unused flights based on the established Limit, each User may be offered an individual agreement concerning the proportional contribution of lucky2go to any costs related to utilising a mutually agreed-upon means of transport, that would enable the User to finish the Trip.
        3. in instances where lucky2go is not able to provide an Alternative Connection whose cost would not exceed the Limit, the User shall be entitled to a refund for all sections of the Trip that they missed, instead of lucky2go covering the costs of an Alternative Connection. In order to receive a refund of the amount spent on a lucky links ticket, the User must submit evidence confirming that the cancellation, delay or rescheduling of at least one of the lucky links connections prevented them from completing their Trip. This evidence shall be the basis for lucky2go to decide whether a refund can be issued.
      3. In instances where the stopover time caused by a cancellation, delay or rescheduling of at least lucky links connections exceeds 8 hours and the originally-planned Trip time, and partly or entirely takes place during the night hours (10.00 p.m.–06.00 a.m. of the local time in the area in which the Trip was interrupted), and the User decides to take advantage of the Alternative Connection option, the User shall have the right to:
        1. one overnight stay at a hotel provided by lucky2go or, in instances where that is impossible, reimbursement of costs of booking a room by the User, up to EUR 100 per person. Such reimbursement can only be issued if the User submits documentation from the hotel that would confirm that they made the payment and that the purchased service was implemented by the hotel.
        2. reimbursement of transport costs (according to the principle of 1 taxi - 4 people) on the route to/from the hotel/airport, in the amount of up to EUR 50, on the basis of documentation confirming that the payment was issued, and the transport service was implemented
        3. reimbursement of the costs of meals, up to EUR 25 per person, based on documentation confirming payments for meals.
      4. In exceptional cases, if the User is unable to contact lucky2go regarding the cancellation, delay or rescheduling of at least one of the lucky links connections, the User is entitled to purchase tickets that will enable them to travel to their destination on their own. Based on evidence confirming the inability of contacting lucky2go, as well as a document confirming the purchase of such tickets, lucky2go will issue a reimbursement to the User. The value of such reimbursement cannot exceed double the price of the original unused Trip tickets. lucky2go will examine all such exceptional cases on a case-by-case basis to determine whether it was indeed impossible for the User to notify lucky2go about the aforementioned issues. Such investigations will be carried out on the basis of all available information and data regarding Trip implementation, and it is on their basis that lucky2go will decide whether a reimbursement shall be issued.
      5. Any reimbursements made based on the provisions of paragraph 4 above shall not exceed the amount indicated and shall be made using the same payment method that was used to pay for the Trip, within a maximum of 30 days from the date on which documents confirming the User’s inability to contact lucky2go are delivered to lucky2go.
      6. Any and all reimbursements of costs incurred and documented by the Users shall be made in accordance with the payment form chosen by the User during booking. In the case of reimbursements transferred directly to the User’s account indicated in the Booking System, the reimbursement amount established as part of the 2go Shield service shall be reduced by any amounts refunded directly to the User by the airlines at particular stages of the 2go Shield service, up to the value of the lucky links ticket.
      7. The 2go Shield service shall not cover any other costs that may result from delays, cancellations or changes in schedules of at least one lucky links connection, which the User decides to incur as part of the Alternative Connection service, in particular, costs related to transport and meals, other than those described above.
      8. In order to use the 2go Shield, the User may be required to undertake certain actions, as directed by an lucky2go consultant. For example, they may be asked to report to a specific point at the airport, where they will be able to settle any formalities related to replacing their unused tickets and continuing the Trip. Failure to complete these actions shall prevent the User from taking advantage of the 2go Shield service.
      9. The 2go Shield service does not cover flight connections provided on the basis of a single flight ticket. The entities bearing full responsibility for all possible problems associated with such air services are the Carriers themselves. In such cases, the User is obliged to contact the Carrier or airlines which are responsible for the given Trip directly. It should be remembered that each Carrier may establish different fare conditions, as well as different terms and conditions for Trip implementation. Therefore, Users are obliged to familiarise themselves with such regulations each time. lucky2go shall not be held liable for any inconveniences that the Users may incur due to their lack of compliance with the Carrier's fare conditions.
      10. If an alternative connection or other services specified in these Regulations (e.g. transport, meals) are provided by the airline or the airport, or in instances where the aforementioned entities are obliged to provide the User with such services, the 2go Shield protection shall not apply.
      11. Any loss of luggage that occurs due to reasons beyond the control of lucky2go shall not result in the inability of the User to make the Trip and shall not authorise the User to use the 2go Shield.
      12. Purchasing/changing a ticket that is part of a Trip covered by the 2go Shield service independently by the User prevents them from taking advantage of the 2go Shield service, with the exception of the provisions of paragraph II. 4.
      13. The 2go Shield service does not apply in instances where the cancellation, delay or rescheduling of at least one lucky links connections was a result of a strike organised by employees of airlines or any other services that are involved in servicing flights, as well as in the event of the airline going bankrupt, issues caused by force majeure, issues directly related to local and international warfare and acts of terror.
      14. 2go Shield does not apply when the Carrier performs mass cancellation of flights, however, the phenomenon of mass cancellation occurs when the Carrier cancels or plans to cancel at least 5 flights from the planned schedule in one day.
      15. The User is not entitled to take advantage of the 2go Shield service after their Trip has ended.
      16. In order to use the 2go Shield service, the User is required to cooperate with lucky2go, and in particular, submit all documents and information that the lucky2go consultants ask for at any stage of the Trip, as well as after the Trip itself has ended.
  3. ADDITIONAL SERVICES

    1. Other services available via the Booking System or the Call Centre allow the Users to book additional services subject to fees indicated during the transaction process in the Booking System or via the Call Centre.
    2. Each paid service chosen by the User, described in this paragraph and available in the Booking System is an integral element of the service for which additional services have been booked.
    3. The lucky2go service package (further “Service Package”) is a flat-fee service fee for at least one modification of the air ticket, which comprises its integral part, carried out via the Call Centre by the Users. By purchasing the Service Package service, the User is released from service fee charged by lucky2go as per the Table of service fees for additional services to be changed in an already purchased ticket. If according to the tariff terms and conditions the airline charges a fee for changes/returns/special services, the User shall pay the price for the service indicated by the airline.
    4. Online check-in enables to check-in in the electronic system of particular airlines for the purchased Airline Ticket if such a possibility is provided in the booking process. As part of the online check-in, the generated boarding pass is sent to the e-mail address provided by the User during the booking process. The boarding pass is sent within a time enabling proper use of the transport service. Some airlines may oblige the User to provide additional information not available in the booking process for the purpose of check-in. The User is obliged to provide current contact details, such as e-mail address and phone number, in order to enable contact, especially directly before the flight. The lack of contact details, providing contact details to online check-in less than 48 hours before the planned departure, providing inaccurate or incomplete contact details, not answering phone calls from eSky may prevent online check-in and may be associated with additional fees specified by the airlines or with lack of possibility to  carry out transport services.
    5. Safe ticket – if the flight is delayed or cancelled, as part of the analysis of data related to the User's flight, lucky2go will transfer information on the cooperating entity to obtain appropriate damages, i.e. AIRHELP LIMITED, 9B Amtel Building, 148 Des Voeux Road Central, Central, Hong Kong, CB No. 1926223, BR No. 61625023-000, which will take actions after an explicit acceptance by the User. At the same time, pursuant to Regulation (EC) No 261/2004 of the European Parliament and of the Council, lucky2go informs that the User is entitled to make claims and file requests directly with the airline operating a flight in order to receive a full (where applicable) compensation, to which a passenger may be entitled.
  4. IATA GENERAL CONDITIONS OF CARRIAGE

    IATA General Conditions of Carriage
  5. REFERENCES TO AIRLINE REGULATIONS

    Aer Lingus, Air Baltic, Air Europa, Air Iceland, Air Rarotonga, Air Southwest, Airasia, Atlas Blue / Royal Air Marocco, Aurigny, Bergen Air Transport, Blu Express, BlueAir Business Aviation, Blue Islands, Bulgaria Air, Condor, Corendon, DAT, easyJet, Excelairways, FlyBe, flythomascook.com, Germania Express, Eurowings, GOL, BRA, Helvetic, WOW air, Jet2, TUI Fly, Jet Blue Airways, Jetstar Airways, Jetstar Asia Airways, Kulula, Luxair, Lydd Air, Air Italy, Nature Air, Nextjet, Norwegian, Pegasus Airlines, Ryanair, Smart Wings, Skytrans Airlines, Southwest, SpiceJet, Sprint Air, Spirit Airlines, Sun Country Airlines, SunExpress, ThomasCookAirlines.com, TUI Airways, Transavia, Virgin Blue - Virgin Australia, Viva Colombia, Viva Peru, Vueling, WestJet Airlines, Wizz Air, Laudamotion, Volotea, Astra Airlines, Jazeera Airways, Satena, EasyFly, Wingo, VivaAerobus, Mayair, AirPanama, JetSmart, Passaredo, LCPeru, Peruvian, Avianca, LATAM, AZUL, SkyAirlines, Amaszonas, Boliviana de Aviación, Aerolínea de Antioquia.

Hotel bookings

  1. HOTEL BOOKINGS

    1. The Administrator of the hotel Booking System is eSky.pl S.A. with its registered office in Radom, 8 Jagielloński Square, registered in the XIV Commercial Division of the National Court Register kept by District Court for the Capital City of Warsaw, under the reference number 0000383663, VAT identification number: 9481987199, REGON 670140736, share capital 990 471 PLN paid in full, hereinafter referred to as eSky.
    2. eSky provides the offer of the hotel service providers via the www.lucky2go.com website and via the Call Centre.
    3. A Party to the hotel service agreements or other related agreements concluded via the Booking System is in each case the User and a specified and defined Service Provider providing services that are the subject of the agreement.

Complaints

  1. COMPLAINTS

    1. Complaints may be lodged in relation to lucky2go's direct non-performance or improper performance of services, whose performance is the responsibility of lucky2go. Complaints may also relate to non-performance or improper performance of services offered using lucky2go by third parties, whose liability will be determined individually by such third parties independently from lucky2go.
    2. Complaints relating to provided services carried out via www.lucky2go.com website may be lodged in a written form to the Administrator of the Booking System correspondence address or using electronic mail to the following address: complaints@lucky2go.com. Administrator of the Booking System will confirm the receipt of the complaint with the Customer and respond to it within 30 days from its receipt or at a different time defined by the tour operator or another Service Provider.
    3. If the complaint concerns services provided by other entities, Administrator of the Booking System will inform the User about this fact and advise them on how to bring a complaint against this party or will make such a complaint on behalf of and in consultation with the User if the complaint description provided is complete enough to enable making a complaint against the service provider.
    4. In case it is impossible to contact the User, Administrator of the Booking System may itself take action in the best interest of the User.

Final provisions

  1. FINAL PROVISIONS

    1. Administrator of the Booking System reserves the right to make one-sided changes in the content of these Terms, in compliance with the rule that the Customer is bound by the Terms accepted during the booking process and that the Customers have access to archival versions of the Terms. Each Customer shall read the Terms and other supplied documents detailing the services prior to booking and shall be at all times bound by the provisions of the Terms and supplied documents detailing services at the moment of booking and purchasing Air Tickets and other services available using the www.lucky2go.com website.
    2. In cases not regulated by these Terms, the provisions of generally applicable law shall apply.
    3. It should be noted that the services available in the Booking System consist in performing of factual acts related to ordering Provider's services by the Users; therefore, the conditions for their booking are binding for the user at the time of their acceptance by a giver Provider – return or withdrawal is possible only if the Provider provided for such option. Regarding consumer disputes, there is a possibility to use the European ODR platform (online dispute resolution), which will be available at: http://ec.europa.eu/consumers/odr/.
    4. Administrator of the Booking System shall not be liable for the damages caused by the User or incurred if the travel does not take place due to a strike of airline employees, employees of the airports, railway employees, as well as damage due to a strike of hotel staff or force majeure, as a result of which the performance of services listed in the Terms is impossible, as lucky2go is merely an entity providing access to the Booking System, not a service provider nor an advisor suggesting the choice of particular offers made by third parties.
    5. In order to avoid unauthorised use of payment card, Administrator of the Booking System reserves the right to carry out additional verification of the accuracy of details of the payment card holder or to confirm that the holder of the payment card used in the Booking System agreed to the payment for the booking.

Withdrawal policy

  1. POLICY REGARDING WITHDRAWAL FROM THE AGREEMENT

    1. Pursuant to the provisions of these Terms, we attest to the possibility of withdrawing from the agreement between the User using services via lucky2go website by the Booking System or the Call Centre under Article 27 of the Act of 30 May 2014 on Consumer Rights, further the Act.
    2. Under Article 38(1) of the Act, the User is not entitled to withdraw from a remote service agreement if an entrepreneur has fully performed a given service with the express consent of the consumer who has been informed before the commencement of the service provision that after its provision they lose the right to withdraw from the agreement.
    3. In view of the above, prior to the commencement of the provision of the services specified in these Terms, the User who has concluded a remote service agreement for the provision of these services is not entitled to withdraw from the agreement without cause and without bearing costs within 14 days from concluding the agreement due to the full provision of the services in the form of third party service booking (at the explicit request of the User). In such cases the service fee is non-refundable. If entities providing services allow for reimbursement of a part or the entire value of their services in case of withdrawal from the agreement, the consumer shall be explicitly notified of this fact.

Making insurance contracts

  1. MAKING INQUIRIES AND PURCHASING TRAVEL INSURANCE

    1. The Insurance Company is Colonnade Insurance S.A. registered in Luxembourg under no.: B 61605, headquarters: rue Jean Piret 1, L-2350 Luxembourg, operating in Poland via Colonnade Insurance Société Anonyme Branch in Poland registered in the District Court for the Capital City of Warsaw, 12th Division of the National Court Register (KRS), under number 0000678377, NIP (Tax Identification Number) 1070038451, with its registered office: ul. Marszałkowska 111, 00-102 Warsaw, e-mail: info@colonnade.pl
    2. The Insurance Agent is We Care Insurance sp. z o.o. with headquarters in Katowice (40-265), at ul. Murckowska 14A, registered in the Register of Entrepreneurs kept by the Katowice-Wschód District Court in Katowice, 8th Commercial Division of the National Court Register under the number KRS 0000751962, NIP: 954-279-73-53, REGON: 381493361, share capital PLN 5,000 (paid up in full) .
    3. lucky2go acting as the Policyholder performs all factual and legal activities related to the conclusion or performance of group insurance contracts as defined in these Terms and Conditions, including: informs Users about the terms of the group insurance agreement, provides the necessary documents before joining the group insurance, accepts accession to the group insurance, instructs about the proceedings in the case of an event covered by the group insurance contract.
    4. The Policyholder shall provide the Users with all necessary information about the scope of insurance services via the Booking System or via the Call Center.
    5. Insurance agreement is concluded in accordance with General Terms of Group Insurance and the content specified in these Terms and Conditions, as well as on the terms set out in the Booking System or via the Call Center.
    6. All documents specifying the scope of the group insurance contract concluded between the User and the Insurance Company are made available in the Booking System or through the Call Center.
    7. A document confirming the conclusion of the insurance contract is a Certificate provided to the User in electronic form available to the User after the end of the booking procedure in the Booking System or through the Call Center.
    8. The Certificate, General Terms of Group Insurance as well as all other documents made available to the User in the Booking System or through the Call Center regarding the implementation of insurance services purchased via Policyholder will be delivered to the e-mail address indicated by the User.
    9. The User requests for the pricing of an insurance contract by choosing one of the options available in the Booking System or via the Call Center and providing all the necessary data into the personal questionnaire.
    10. The User shall pay for an insurance Certificate provided that all personal details entered into the Booking System are true. Before concluding the insurance contract, the User is obliged to read and accept these Terms and Conditions, the General Terms and Conditions of Group Insurance, as well as any other documents made available to the User in the Booking System or through the Call Center.
    11. At the provided e-mail address, the User receives a confirmation, which includes the booking number, information about the total price of the Certificate and the form of payment. The price of the Certificate is denominated in the currency selected in the Booking System or through the Call Center.
    12. The forms of payment for the purchase of the Certificate are executed under conditions specified in section VII of these Terms.