ANCILLARY SERVICES TIERS

Travel Service Provider, together with its trusted Suppliers, offers the Client four ancillary services tiers (“Tier / Tiers”), which can be received / purchased by the Client as additional service. These ancillary services terms and conditions mentioned in this Attachment A (“Terms”) govern the Client’s and Travellers’ use of these ancillary services and shall be considered as integral part of the Agreement. If the Client and / or Travellers are not willing to be bound by all the conditions listed in the Terms, then the Client must not choose the Tier in the Registration Form submitted to the Travel Service Provider and must not use the benefits.

Undefined capitalized terms used herein shall have the meanings set forth in the Agreement.

1. TIERS OPTIONS

Basic free of charge
Standard  15 EUR per Reservation request
Premium  30 EUR per Reservation request
Custom
- VIP Support  

- No service fee for processing cancellation and/or exchange and/or refund for 1 trip per month (after that 100 EUR service fee per cancellation and/or exchange and/or refund request)
- VIP Support  

- Lost Baggage Protection (500 EUR per bag; maximum 2 bags)  

- No service fee for processing cancellation and/or exchange and/or refund for 3 trips per month (after that 75 EUR service fee per cancellation and/or exchange and/or refund request)
- VIP Support  

- Lost Baggage Protection (1000 EUR per bag; maximum 2 bags)  

- No service fee for processing cancellation and/or exchange and/or refund for 10 trips per month (after that 50 EUR service fee per cancellation and/or exchange and/or refund request)
Specific individual terms of ancillary services may be agreed with the Client depending on its needs
The applicable Tier fee amount is due and payable with respect to the terms and conditions stated in the Agreement and should be considered as a part of Travel Cost. The amount Client pays for the Tier is nonrefundable. Travel Service Provider may reject Client’s request to purchase the Tier at any time for any reason or no reason.

2. BENEFITS WITHIN THE TIERS

VIP Support

A. VIP Support service offers the Client a prioritized support to all Travellers in the booking via a dedicated toll-free line.    

B. VIP Support service will apply to the Client and all Travellers on the same booking and will remain available for twenty-four (24) hours after the end of the scheduled trip. The unique toll-free support phone number provided in the confirmation email / separately will be the access to the VIP Support service and is designed to get prioritized responses 24/7 regarding any issue concerning the booking. Prioritized services include but not limited to requesting seat assignments, booking special meals & accessibility accommodations, rescheduling & cancelling the trip, and general concierge services.  

C. VIP Support service does not provide credit, waiver or reimbursement of any fees or costs of items which the Client / Travellers may request.  

LOST BAGGAGE PROTECTION

A. Lost Baggage Protection service comprises locating and returning checked baggage (“Baggage Retrieval”) that has been loaded onto a flight(s), but not onto the flight(s) which the Traveller has taken or has been misdirected to a destination different from flight’s end point destination (“Mishandled Baggage”), with a guarantee that includes remuneration for any Mishandled Baggage that is not located within a fixed period of time. This fixed period shall be 96 hours from the time the Traveller completes and files the Mishandled Baggage report (“Report”) with Travel Service Provider (“service period”).

B. Lost Baggage Protection service applies only to Mishandled Baggage. All Mishandled Baggage must have been given a “tag number” by the airline upon baggage check at the airport. Any bags with no tag numbers as well as carry-on bags will not constitute Mishandled Bags.

C. As part of Lost Baggage Protection service, Travel Service Provider will actively engage with the Traveller, airline and other resources (if necessary) to locate and expedite the return of Mishandled Baggage within the service period.

D. If Baggage Retrieval is not successful and Mishandled Baggage is not returned within the service period, Travel Service Provider will pay the Client a satisfaction guarantee in the amount of EUR 500 or 1,000 (depending on the chosen Tier) for each piece of Mishandled Baggage, up to two (2) pieces per passenger (such amount, the “Satisfaction Guarantee”).

E. In order to be eligible for Baggage Retrieval and Satisfaction Guarantee, the Client and all Travellers agree to the following:
  1. All information provided with filing the Report must be accurate and truthful.
  2. Baggage Retrieval and Successful Guarantee are applicable exclusively to the Client if (i) it has a concluded Agreement with the Travel Service Provider together with the submitted Registration Form, confirming the desire to receive Standard / Premium / Custom Tier from it with the payment of Tier fee; (ii) Travellers are registered with Travel Service Provider under their name(s), which must match the name(s) printed on the airline-issued luggage tags of the corresponding Mishandled Baggage.
  3. An airline confirmation number must be issued by the airline itself, and only flights listed under the airline confirmation number issued by the airline that the ticket was purchased for will qualify for this Lost Baggage Protection service.
  4. Once the Client believes Traveller’s baggage has become Mishandled Baggage, it must file a Report with Travel Service Provider with all the required information by calling its customer support representative at +1 8 883 910958 or sending a message in Telegram to: +371 28784371; @SLTCORP. After that the Client / Traveller with the help of the Travel Service Provider should file a claim with the responsible airline (in the method required by the airline) stating that the baggage has been mishandled or missing. The Client and the Traveller should note that airlines usually require to file these claims no later than 24 hours of Travellers landing. The acknowledgement of the Mishandled Baggage sent by the applicable airline(s) in response to the claim must include a unique identifier (often called “tracking number” or “tracking”) for the airline’s lost luggage claim. Travel Service Provider cannot retrieve tracking numbers from the airline on Travellers’ behalf. It is Travellers’ responsibility to collect this information from the airline when filing a lost baggage claim with the airline. Without the unique identifying numbers Travel Service Provider will not be able to process further with Lost Baggage Protection service.
  5. Baggage will be considered returned to the Traveller when as per shown in the applicable airline’s baggage system, the baggage arrives at the airport where the Traveller filed his or her lost luggage claim, or when the baggage gets delivered to the address provided in the Traveller’s lost baggage claim with the applicable airline, whichever occurs earlier.
  6. The Client and Traveller hereby expressly authorize Travel Service Provider to act on their behalf in provision of this Lost Baggage Protection service and agree to promptly provide any written or other confirmation of this authority (if required).
F. Lost Baggage Protection service does not cover any theft or damage of baggage or its contents at any time, including after any Mishandled Baggage has been returned to the Traveller.

G. Lost Baggage Protection service is not insurance and does not replace any insurance plans that the Client / Travellers may already have or will have.

H. Travel Service Provider may cancel Lost Baggage Protection service and void any and all obligations to the Client / Travellers or any third party, upon a fraud report or investigation by either the airline or itself related to any lost baggage claim or Report by the Client / Travellers.  

I. The Client is ineligible for multiple Satisfaction Guarantee payments for the same Mishandled Baggage.

J. If the wrong baggage was delivered to Traveller after Baggage Retrieval, Client will need to provide Travel Service Provider with the proof of the delivery receipt to show that the wrong baggage was delivered. If that happens, Travel Service Provider shall have another 96 hours from the moment the Client report the incorrect delivery to locate and return the correct baggage.

K. Travel Service Provider shall not be liable for any delay due to the circumstances beyond its control, including cases related to delivery failures by third-party carriers attempting to deliver the retrieved baggage to Travellers, or any failure by the Client / Traveller to use reasonable efforts to receive the retrieved baggage within the service period.

SERVICE FEE WAIVER

With respect to the Agreement and Suppliers’ terms and conditions, the Client may be charged additional service fee for processing any requested cancellation and/or exchanges and/or refunds. Based on the applicable Tier and subject to specific terms mentioned in Tiers description, the Supplier will waive its service fee.

3. CHANGES TO THE TERMS  

Travel Service Provider reserves the right to modify list of benefits and fees for the Tiers from time to time for the Reservation requests not yet made and not yet paid, and it will give the Client a reasonable notice of such changes. If the Client does not accept these changes, it may reject them by contacting Travel Service Provider sending a respective e-mail. If the Client does not reject before the next Reservation request, it would be considered as the Client’s acceptance of these changes, including the new fee. 
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