Conditions of carriage
General conditions of the contract for the carriage of passengers and baggage.
2.Purpose and applicable regulations
5.Special discounts for residents and large families
7.Timetables and connections, delays, detours, substitution, flight cancellation and Passengers denied boarding
9.Basic, Optima and Excellence fares
10.Check-in and administrative requirements
11.Right of the carrier to deny the carriage of passengers and carriage restrictions
12.Behaviour on board the plane
13.Liability for human and material damage
14.Personal Data Protection
15.Liability for delays
16.Own and third party additional services
- "Ticket" refers to the locator number and, if applicable, luggage registration voucher issued by or on behalf of the Carrier, which entitles the holder or the passenger to travel from the origin to the destination under the terms and conditions contained therein and in these General Conditions of Carriage.
- "Conjunction Ticket" refers to a Ticket comprised of two or more Segments, whereby a Ticket is issued for each segment which together constitute a single contract of carriage. Unless it is necessary to establish a distinction, the term Ticket shall herein also encompass the Conjunction Ticket.
- "General Carriage Conditions" or "Conditions" means the general conditions of the passenger and luggage air transport contract set out herein.
- "Montreal Convention" means the Convention for unifying certain rules relating to International Air Carriage signed in Montreal on 28 May 1999.
- "Stopover" refers to the scheduled places within the passenger's itinerary other than the origin and destination specified on the Ticket or which are indicated in the times as scheduled stopover points on the route.
- "Passenger": any person who holds a ticket, excluding members of the flight crew.
- "Point-to-Point flights" refers to a flight made up of a single Segment; i.e. there is no scheduled stopover on the route.
- "Regulation 261/2004" means Regulation (EC) 261/2004 of the European Parliament and Council, dated 11 February 2004, which lays down common rules for compensating and assisting passengers in the event that they are denied boarding, their flight is cancelled or they face a long delay.
- "Regulation 2027/97" means Regulation (EC) 2027/97 of the European Council, dated 9 October 1997, relating to the liability of airlines with regards to the air transport of passengers and their luggage, amended by Regulation (EC) 889/2002 of the European Parliament and Council, dated 13 May 2002.
- "Segment" refers to a journey between a consecutive take-off and landing.
- "Carrier" or "Vueling" means Vueling Airlines, S.A., a company whose registered office is at El Prat de Llobregat (Barcelona), Parque de Negocios Mas Blau II, Pla de l'Estany 5, Tax Number A-63422141 and operator license number 060.
- Commission Regulation (EU) No 185/2010 of 4 March 2010, laying down detailed measures for the implementation of the common basic standards on aviation security.
- The purpose of these General Conditions of Carriage is to regulate the terms and conditions in which VUELING shall carry the Passenger and their baggage to the destination specified on the Ticket and provide, if applicable, other services relating to the aforementioned air carriage.
- All carriage undertaken and other services provided by the Carrier shall be subject to the following regulations (the «applicable regulations»): (i) the conditions that appear on the Ticket; (ii) the tariff applied and its conditions; (iii) the provisions that appear in the General Conditions of Carriage set out herein; (ii) the particular and special conditions that, where appropriate, may be applied to a group of Passengers or to one or more thereof on a case-by-case basis, respectively; and (iii) the regulations that may be applicable at any given time. The General Conditions are available to Passengers on the Carrier's website (www.vueling.com), and a copy can be obtained at the registered office of VUELING.
- None of these Conditions of Carriage shall invalidate any of the Passenger's rights provided for by applicable legislation.
- If the Passenger purchased their Ticket with the help of or through a third party, the latter shall be liable for providing the Passenger with a copy of these General Conditions as well as notifying the Passenger of any contingencies that arise in relation to their flight, unless - in this last case - the email address that appears in the booking pertains to the Passenger. VUELING shall not be held liable for any consequences affecting the Passenger should the third party through whom the booking was made fail to fulfil the obligations set out herein.
The Ticket shall only be valid for the flight specified therein and for the person who appears as the Passenger. The Ticket is non-transferrable and may not be disposed of to third parties.
The Ticket shall also include a reference to these General Conditions of Carriage and any other information which VUELING considers to be essential.
The contracted service of carriage includes the itinerary specified on the Conjunction Ticket, from the departure airport through to all scheduled stopovers until the final destination airport and is subject to the corresponding service charge.
The Conjunction Ticket shall be deemed invalid unless all segments specified on the Conjunction Ticket are completed.
The Passenger's entitlement to cancel one or more segments remains unaffected, except in the case of the Excellence Fare.
The price of the Ticket only includes carriage from the departure airport to the destination airport, as well as all scheduled stopovers in the case of Conjunction Tickets. The price of the Ticket or Conjunction Ticket does not include land transport services between airports, nor between the airports and/or terminals of the destination city.
The prices of VUELING Tickets are dynamic and depend on the retail channel.
4.2Taxes and administration fees
- VUELING prices always include VAT, fuel surcharges - where applicable - and the taxes established by each airport authority. Any other charges for optional services will be stated specifically and must be accepted by the Passenger before payment is made. Fees and taxes are governed by decisions beyond the Carrier's control and are subject to constant modifications and reviews, which may occur after a ticket has been purchased. If there is an increase in a fee or tax after the ticket has been purchased but before the Passenger has flown, and if Vueling decides to review the price by transferring the increase to the Passenger, s/he may either (i) pay the difference with regard to the fees shown at the time of purchase by expressly authorising VUELING to charge the increase or the difference to the same credit card used to pay for the Ticket or Conjunction Ticket if this was the form of payment employed, or (ii) terminate the contract of carriage. In any case, VUELING is entitled to cancel the bookings of any Passengers who have not expressly chosen any of the options offered by the company and have therefore not paid the difference in fees before flying.
- The price and additional services are payable in EUR.
- However, VUELING may accept other currencies at its discretion. In such cases, VUELING shall be entitled to set the exchange rate taking into account the price of the currency on international markets and, if applicable, other additional objective criteria, such as administration fees.
4.4Non-use of the ticket:
- Except as expressly provided herein, complete or partial non-use of the Ticket at the corresponding time on the part of the Passenger shall not mean that the Carrier is obliged to refund the price of the Ticket, including fuel surcharges, administration fees, taxes or any other amount paid by the Passenger for the contracted flight. Excluded from the above are refunds of the amount paid by the Passenger for Airport Tax and Security Charge when requested by the Passenger and after subtracting from the amount to be refunded the sum of €15 per booking in administration fees.
A Passenger who is unable to travel due to exceptional circumstances is required to submit a claim and a copy of any supporting documentation (for example, the death certificate in the event of the passing of parents, children, spouse or civil partner) to Vueling's customer services team either by post or by filling in a web form online.
On receipt of this claim, Vueling will assess the expediency of issuing a credit, refund or ticket change in light of the exceptional circumstances in question.
Specifically, in the event of hospitalisation or the death of a family member, ONLY A MEDICAL OR DEATH CERTIFICATE, respectively, will be accepted as proof and in any case must be submitted within 7 working days of the situation occurring. Claims received after this period will not be admitted, except in the event of force majeure, and in any case the claimant must have notified VUELING by telephone prior to the departure of the flight affected.
We recommend that Passengers take out appropriate travel insurance to cover this type of eventuality.
4.6Free Tickets or reduced fares that are not directly or indirectly available to the general public
Passengers travelling for free or on a reduced-fare ticket that is not directly or indirectly available to the general public shall not have the rights as provided for other Passengers in Regulation 261/2004, of 11 February 2004. Furthermore, they must at all times be able to justify the reduced fare or free nature of their ticket.
VUELING shall issue Passengers with invoices when expressly requested via the Internet or by phone.
When payments are made using the Visa Vueling card or debit card , such transactions incur no additional charges. If payment is made using any other credit card or payment method, a supplementary charge shall be applied, which shall be notified by VUELING during the booking process. VUELING shall not be liable for any additional charges made by the entity that provides the specific payment method for the Passenger.
5.1Discounts for residents
- Entitlement to discounts on the price of scheduled air transport of passengers extends to Spanish citizens, those of all other EU member states, of Switzerland and of other states which are signatories to the Agreement on the European Economic Area, as well as their family members who are third country nationals enjoying the right to permanent residency and citizens who are third country nationals enjoying long-term residency, who can prove their status as resident in the Autonomous Regions of the Canary Islands and the Balearic Islands or the cities of Ceuta or Melilla.
- Passengers residing in Ceuta or Melilla, the Balearic Islands or the Canary Islands will be entitled to a 50% discount each way on fares in the case of one-way or round-trip direct flights between these locations and the Spanish mainland or inter-island flights.
- To that effect, a direct one-way flight is deemed to be one which is undertaken from the airport or heliport at the point of origin on the islands, Ceuta or Melilla, to the final destination on the Spanish mainland, or viceversa, with no intermediate stopovers, or with stopovers providing they are no longer than 12 hours, except for those arising from technical needs relating to the service or for reasons of force majeure. In the case of Passengers who reside in Ceuta, they will be entitled to an identical discount on flights to or from the airports of Seville, Malaga or Jerez.
- The discount shall not apply to sums the Passenger has to pay for items other than the Ticket or Conjunction Ticket and checking in luggage of up to 23 kg, such as fees deriving from credit card payments, excess baggage, seat selection, babies that do not occupy a seat, or any other items. Nor shall it apply to taxes, charges for the use of infrastructure and airport security.
- At the time of booking, the Passenger must declare their resident status or that they pertain to a family entitled to this discount, which will be validated online by the Spanish Ministry of Development when the ticket is issued. Passengers whose resident status cannot be validated online must present the following documentation at the check-in desk in order to receive the resident discount:
- Spanish nationals: valid census certificate and valid identity card.
- Spanish nationals under 14 years of age: valid census certificate.
- Members of the Spanish Parliament and Senate: credentials for the corresponding House in which their status as MP or Senator is registered.
- EU/EEA /Swiss nationals: valid census certificate and valid identity card issued by the country of origin or valid passport.
- Family members residing in the EU while being third-party nationals: valid census certificate along with a valid residency permit proving their status as a family member residing in the EU.
- Long-term non-EU residents: valid census certificate along with a valid residency permit proving their long-term resident status.
- VUELING shall refuse to allow the passenger to board in the event that any deficiency is detected in the documentation provided or in the identity of the Passenger. Failure to prove resident status implies that the Passenger must pay the difference between the initial price paid and the amount that would have to be paid without the discount. Otherwise, the Passenger will not be able to board the plane and will not be reimbursed for their Ticket or Conjunction Ticket.
- As regards Passengers who wish to make use of the Ticket change option (provided for herein): (i) if a flight operating to/from a non-subsidised destination is changed for one that is subsidised, the Passenger's resident status will be taken into account for the new subsidised journey; (ii) if a subsidised flight is changed for one corresponding to a non-subsidised journey, the Passenger must pay the full cost of the new flight and no discount (subsidy) shall be applied. Such changes may only be made via Customer Services or the travel agency and may incur an additional administration fee.
- Under no circumstances shall the resident discount be applied to Passengers who claim it after the booking has been made.
5.2Discounts for large families
- Members of large families whose status as such is officially acknowledged will receive a five percent discount on fares for scheduled domestic air transport of passengers if the family is in the general category and 10 percent if it is in the special category, in accordance with the provisions of Order FOM 3837/2006, of 28 November, which implements Law 40/2003, of 18 November, regarding the protection of large families, and complementary legislation.
- Passengers who intend to apply for this discount on domestic flights must, before boarding, present the original or certified copy of their Large Family Certificate attesting to their status as a member thereof, issued by their Regional Government. Failure to do so implies that the Passenger shall pay the difference between the initial price paid and the amount that would have to be paid without the discount or, otherwise, shall not be able to board the plane and shall not be entitled to a refund on the Ticket.
- In the case of Conjunction Tickets, the large family discount shall only apply to those Segments whose point of origin and destination are within Spanish territory.
- Under no circumstances shall the large family discount be applied to Passengers who claim it after the booking has been made.
- Members of large families who also intend to apply for the resident discount must specify their intention at the time of booking.
6.1Requirements for the booking
The seat reservation for a flight shall be confirmed once the Carrier issues the Ticket without requiring subsequent confirmation of the reservation.
6.2Changes to a booking
- Without prejudice to the provisions of General Condition 9 regarding Fares, Passengers may change the date and time of the flight (subject to seat availability) providing the Passenger pays the corresponding charge and, if applicable, the difference between the price of the original Ticket and the price of the new Ticket. If the new Ticket has a lower price, this difference shall not be refunded.
- All of the above may be applicable to segments which form part of the Connecting Ticket.
- A change of passenger is only permitted once the corresponding charge has been paid as well as the difference between the price of the original Ticket and the price of the new Ticket. If the new Ticket has a lower price, this difference shall not be refunded. The name of the Ticket holder in a booking for any type of Ticket must be the same for all of the included journeys. Therefore, the Ticket holder may not be changed if any of the journeys included in the booking have already been completed.
- Any changes to the booking that involve the date, time or passenger must be made at least 1 hour before departure. Changes to the date and time can be made via the website or through Customer Services. Passenger changes can only be made by calling Customer Services. These changes can also be made at the airport Sales Desk up to 40 minutes before departure. Tickets issued through other sales channels or in accordance with other fares may have different conditions regarding changes.
- The price of the Ticket, all taxes and fees, along with all charges relating to the booking must be paid in full upon confirmation of the booking. If payment is not verified, the contract of carriage shall not be considered valid and we shall cancel the booking without prior notice.
6.4Selecting and Changing seats
Seat selection is subject to the conditions of each Fare, as set out in General Condition 9.
If the Passenger subsequently wishes to change a reserved seat, Vueling shall assign a new seat according to availability or choice, but shall not reimburse the extra charge paid for the first seat.
Flight crews and cabin crews are authorised to change Passenger seating arrangements providing it is necessary for the safety and/or security of the flight. This is especially valid in the case of seats located next to emergency exits, which may not be occupied by Passengers who require seatbelt extensions, pregnant women, minors under fifteen years of age, passengers with small children or persons with functional disabilities or - in general - all those who, in the event of an accident, are unable to provide the flight crew with assistance as required by international aeronautical regulations applicable to Passengers occupying the aforementioned seats.
6.5Passengers with reduced mobility and Passengers with plaster casts
At EC airports, it is the responsibility of each airport to provide assistance for passengers that are disabled or have reduced mobility. Vueling, providing the Passenger notifies us as at least 48 hours before departure, will make sure the company in charge of the airport assistance service receives the request for assistance. Once at the airport, the Passenger must go to one of the official meeting points designated for this purpose and request assistance there. It is recommended that the Passenger consult a map of the airport in order to locate the closest meeting point.
At non-EC airports, Vueling shall - within the terms and conditions laid down in law - provide assistance for passengers with disabilities or reduced mobility who have requested this service at least 48 hours before the flight.
At no additional charge, Vueling shall provide the assistance specified in Annex II to Regulation (EC) No 1107/2006, of 5 July, for Passengers with reduced mobility who have stated their need for special assistance at least 48 hours before the scheduled departure time and who are departing from, arriving at or travelling through an airport included in the journey specified on a Ticket or on a Conjunction Ticket.
Passengers with a leg in plaster may fly as long as they provide a medical certificate that proves that the plaster cast was applied more than 24 hours earlier and under the following conditions:
- If the Passenger is wearing a plaster cast below the knee, they must reserve two seats.
- If the Passenger is wearing a plaster cast that reaches the groin, they must reserve three seats.
The Passenger shall not be able to reserve just one Priority seat, Excellence seat or XL seat to avoid having to comply with the conditions set out herein. In all cases, the Passenger must contact the Carrier's Customer Services to reserve the adjacent seat(s).
If the Passenger purchases one or more Point-to-Point flights, it is the responsibility of the Passenger to allow sufficient time to collect their baggage from the first flight (if applicable), check it in again, go through the security control and reach the boarding gate of the second and/or subsequent flight. Each Point-to-Point flight constitutes a separate contract of carriage. Therefore, Vueling shall not be held liable for missed connections. Whenever a Passenger books a Conjunction Ticket, they must make sure they have the required time to make the connection and take the appropriate measures to allow them to exit the plane and reach the boarding gate of the next flight in sufficient time. For connections with a window of less than 50 minutes, we advise the Passenger to reserve a seat in the front rows of the plane so they can be among the first to exit. Vueling shall not be held liable if a Passenger misses a connecting flight for reasons attributable to the Passenger.
7.2Delays, Cancellations and Overbooking
- If a Passenger is affected by any of these eventualities, the regulations covering this area shall be applied, constituted by Regulation 261/2004, of 11 February 2004.
The Passenger must attach an identification label to their baggage containing truthful and up-to-date information before checking it in. Thereafter, VUELING shall be liable for the Passenger's baggage. The Carrier shall provide the Passenger with a baggage registration voucher, certifying that it has been checked in, which must be kept by the Passenger until they have collected the baggage.
Objects that endanger the aircraft or the people or equipment on board, such as those specified in the Dangerous Goods Regulations of the International Civil Aviation Organisation (ICAO) and the International Air Transport Association (IATA), which include but are not limited to gas cylinders, inflammable liquids and solids, poisons, radioactive material, corrosives, fire arms and explosives, will not be accepted for carriage in the cargo hold or overhead lockers on board without the prior express consent of Vueling. For further information about dangerous goods, please consult our regulations.
If you have any queries regarding which articles you can carry on to the aircraft or check in for carriage in the cargo hold, or where specific items should be carried, please contact us before you travel or ask at the ticket sales desk or customer services desk when you arrive at the airport.
8.3Carrier’s entitlement to inspect luggage
- For reasons of security, we may require you to allow us to search, X-ray or scan your luggage—and your luggage may be searched or may have been searched in your absence if you are not available (even if it means forcing the locks on your luggage)—with assistance from the competent authorities, in order to determine whether you are in possession of any item described in Clauses 8.2. and 8.5.
- If you are not willing to fulfil the aforementioned requirement, we may refuse to carry you or your luggage without refund or any other liability. If you are injured when being searched or scanned, or if the X-ray or scanner damages your luggage, we will not be liable unless the injury or damage was caused through our fault or negligence.
- If required to do so, you must be present during the inspection of your hand luggage or checked luggage by customs agents or other government officials. We will not be liable for any loss or damages resulting from the non-fulfilment of this requirement, unless they were caused by our negligence.
8.4Luggage allowance per Passenger
With the Basic fare, checking in one case of up to 23 kg per passenger is subject to the payment of a variable supplement according to the individual characteristics of each flight. The Optima and Excellence fares include one checked-in case of up to 23 kg per passenger at no extra cost.
All of the fares allow Passengers to check in more than one item of luggage, providing they pay the corresponding charge per item. The allowance may be increased by paying the corresponding charge, subject to a limit of 32 kg per item of luggage.
The allowance may be increased by paying the corresponding charge, subject to a limit of 32 kg per item of luggage. If the Passenger wishes to check in more than one item of luggage, the maximum allowance is 50 kg per Passenegr and is subject to the corresponding supplement. Vueling is entitled to deny carriage of all or part of any baggage exceeding this allowance or for which an excess baggage charge has not been paid. Babies less than two years old may carry a push-chair, basket or cot providing it is fully folded.
Each Passenger may only carry one item of hand luggage of up to 10 kg and no larger than 55x40x20 cm, with the exception of the Excellence fare which allows for one item of hand luggage of up to 14 kg.
In addition, the Passenger may carry one extra item free of charge and which must be significantly smaller than 55x40x20 cm, such as a small briefcase, a handbag or camera.
At the boarding gate, all hand luggage which does not comply to the company's regulations, i.e. which exceeds the amount, weight or measurements stated above, shall be removed and stored in the cargo hold of the plane, at an additional charge.
The Carrier reserves the right to cancel a booking and deny boarding to those Passengers who fail to meet the hand luggage requirements specified above.
This is unless, due to local security reasons in the country of origin or destination, such items are not allowed on board, without prejudice to the rules governing the carrying of certain products as hand luggage.
Items (including musical instruments or similar) that do not meet the size requirements for hand luggage shall not be accepted for carriage in the overhead lockers of the passenger cabin, unless the Passenger has purchased an additional Ticket or Conjunction Ticket for the items.
The following items may not be carried as hand luggage:
- Guns, firearms and other devices that discharge projectiles (including all kinds of firearms such as pistols, rifles or shotguns, toy guns, imitation firearms, component parts of firearms, telescopic sights, compressed air and CO2, signal flare pistols and starter pistols, bows, crossbows and arrows, harpoon guns and spear guns, slingshots and catapults).
- Devices designed specifically to stun or immobilise (including stun guns, tasers and stun batons, animal stunners and animal killers, disabling and incapacitating chemicals, gases and sprays, such as tear gas, acid sprays and animal repellent sprays).
- Items that have a sharp tip or edge (including axes, hatchets and cleavers, ice axes and ice picks, knives with blades of more than 6 cm, open razors and blades, scalpels, skiing and hiking poles, scissors with blades of more than 6 cm, sharp or pointed martial arts equipment and swords and sabres).
- Blunt instruments (such as baseball and softball bats, clubs and batons, and martial arts equipment).
- Explosives and incendiary substances and devices (such as ammunition, blasting caps, detonators and fuses, replica or imitation explosive devices, mines, grenades and other explosive military stores, fireworks and other pyrotechnics, smoke-generating canisters and smoke-generating cartridges, dynamite, gunpowder and plastic explosives).
- Workmen’s tools capable of being used either to cause serious injury or to threaten the safety of aircraft (including crowbars, drills and drill bits, tools with a blade or a shaft of more than 6 cm, such as screwdrivers and chisels, saws, blowtorches, bolt guns and nail guns).
- Guns, firearms and other devices that discharge projectiles (including all kinds of firearms such as pistols, rifles or shotguns, toy guns, imitation firearms, component parts of firearms, telescopic sights, compressed air and CO2, signal flare pistols and starter pistols, bows, crossbows and arrows, harpoon guns and spear guns, slingshots and catapults).
In accordance with the provisions of Regulation No 185/2010, containers with liquids, aerosols and gels and products of a similar consistency (for example, toothpaste, hair gel, drinks, soups, perfume, shaving foam, aerosols, food spreads, and other items with similar consistencies, etc.) may only be carried as hand luggage providing that they are carried in containers with a capacity not greater than 100 ml, which will be placed inside a transparent bag with a maximum capacity of 1000 ml or equivalent that is completely sealable. Only one bag per Passenger is allowed.
It is also permitted to carry liquids or semi-solids (such as baby formula) to be consumed on board for medical reasons or special dietary needs, although in such cases the Passenger may be required to prove its authenticity.
It is permitted to take on board liquids purchased at:
- Shops at the flight departure airport located beyond the security control point, points of sale subject to approved security procedures as part of the airport security programme, providing they are packed in a tamper-evident bag and that the passenger can prove they have been purchased at that airport on that same day.
- At points of sale situated in the security restricted area subject to approved security procedures as part of the airport security programme.
- At shops in other EU airports, on condition that the liquids are packed in a tamper-evident bag inside which satisfactory proof of purchase at airside at that airport on that day is displayed.
VUELING recommends reading the aforementioned Regulations for more details on the current prohibitions concerning hand luggage.
VVUELING shall deny boarding, at any time and with no economic compensation, for all hand luggage that fails to meet the requirements set out in the aforementioned Regulations.
All hand luggage must be placed at all times in the overhead lockers installed for that purpose, under the Passenger's seat or where specified by the cabin crew. The Excellence fare entitles the Passenger to a reserved space for hand luggage of up to 14 kg. The Passenger shall be held liable for any damage caused to VUELING or to third parties by their luggage, unless due to negligence on the part of VUELING.
- 8.6Collection and handing over of luggage
- Passengers may collect their luggage as soon as the Carrier makes it available to them at the points designated for this purpose at the destination airport. The unprotested collection of luggage on the part of the holder of the luggage registration voucher or Ticket within the legally stipulated periods implies they waive the right to make subsequent claims.
- The Passenger authorises VUELING to the effect that, if the Passenger's luggage is lost, they may conduct, either themselves or through a third party, the necessary investigations to locate the owner, by means of existing objects or elements on the inside or outside of the luggage and duly respecting the confidential nature of the personal data obtained.
- If the Passenger fails to collect their luggage within 7 days of its being made available to them, the Carrier may demand the sum of 10 EUROS per day of storage. If the Passenger fails to collect their luggage within six (6) months of the date it was made available to them, VUELING may dispose of the luggage without liability.
- If a Passenger claims an item of luggage but fails to provide the corresponding luggage registration voucher, the item in question shall only be handed over to the Passenger if they can provide proof satisfying the Carrier that the item belongs to them. If VUELING so requests, in justified cases and before they can collect their luggage, the Passenger must provide the economic means to cover any loss, damage or expense incurred by the Carrier as a result of the baggage delivery.
- VUELING is entitled to impede or deny baggage delivery to any Passenger carrying a suspicious item of luggage, or upon a request in this regard from another passenger or from Spanish State Security Forces or the security forces of each country. In such cases, the Passenger must complete all procedures laid down by law before collecting the luggage and the Carrier shall not be held liable for the delayed or denied baggage delivery.
- If the Passenger purchases one or more Point-to-Point flights, it is the responsibility of the Passenger to allow sufficient time to collect their baggage from the first flight (if applicable), check it in again, go through the security control and reach the boarding gate of the second and/or subsequent flights. The above provisions shall not be applicable to Conjunction Tickets.
- In the case of Conjunction Tickets, the Passenger must check in their baggage at the departure airport and collect it at the destination airport; the Carrier shall be liable for handling the baggage during all stopovers included in the route.
- 8.7Damaged luggage
- In the case of lost or damaged luggage, the rules established by national and international standards shall be applied, particularly the 1960 Air Traffic Act and the Montreal Convention of 28 May 1999, as well as Regulation (EC) No. 2027/97 of the European Council.
- VUELING shall be liable in cases of destruction, loss, delay or damage to luggage, up to a sum of 1,131 Special Drawing Rights per passenger. A Passenger can benefit from a higher liability limit by making a special value declaration, for which they must pay a supplementary charge. As regards unchecked luggage, VUELING shall only be liable for damages caused by its fault.
- If checked luggage has been damaged, lost, destroyed or delayed, the Passenger must inform VUELING in writing at the earliest opportunity and in any case within 7 days for damaged luggage and within 21 days for lost luggage. The aforementioned periods will begin from the moment the luggage is handed over.
- In any case, VUELING will not be liable for damages such as dents, scratches, stains and broken handles/wheels, unless (i) the luggage is proved to have been in perfect condition before it was handed over to VUELING, (ii) the damage is specified, and (iii) it is proved that the alleged damage occurred during the time that VUELING was responsible for the luggage.
- VUELING will not be liable for damages to perishable and fragile items carried as hold or hand baggage, unless (i) it is proved that said items were packed correctly, (ii) the damage is specified, and (iii) it is proved that the alleged damage occurred during the time that VUELING was responsible for the luggage. For further information about perishable and fragile items, please consult our regulations.
- If the airline operating the flight is not VUELING, the Passenger may register a complaint or claim with either carrier.
- 8.8Animals and special luggage:
Passengers who habitually require a guide dog may take the animal on board with them providing the animal is appropriately secured and the Passenger accepts liability for any damages caused.
During the booking process, the Passenger may opt to include the pet transport service (except rodents and lagomorphs, such as picas, rabbits and hares), for which they will have to pay an additional fee and fulfil the following conditions:
- The animal must be kept inside a carrying box, with breathing holes and water-resistant base. A homemade box is not allowed. If the container is deemed to be unacceptable or unsafe at the exclusive judgement of the cabin crew or airport personnel, it will be rejected.
- The maximum size of the carrying box is 50 cm long, 40 cm wide and 20 cm high, and the sum of these measurements must not exceed 110 cm.
- The maximum weight of the carrying box (including the animal and its additional items) is 8 Kg.
- Food and drink bowls must be securely covered to prevent their content from spilling.
- During the flight, the box must remain on the floor between the Passenger's legs or under their seat. It is forbidden for the box to be carried on the seat adjacent to the Passenger, even if unoccupied, or on their lap.
- Vueling is entitled to reject all animals whose special characteristics (unpleasant smell, poor health, inadequate hygiene or violent conduct) may cause distress or danger to fellow passengers.
- All passengers carrying animals must take charge of them at all times and deal with any problems they may cause.
- The animal may not be taken out of its container under any circumstances between boarding and exiting the plane.
- Only one animal per box may be carried, except birds or other small animals.
- Animals may not be carried on Excellence or XL seats.
The Passenger must ensure that the regulations in force in the country of destination allow the animal to be carried and to enter the country in accordance with local legislation and that it (i) fulfils all the required standards of hygiene and (ii) has all required documentation for its ownership and transportation.
The Passenger will be liable for any damages (such as fines imposed by the destination country of the flight, etc.) incurred by VUELING through the transportation of their animal without suitable documentation.
Only two animals are permitted on board in cabin on a single flight. The online booking system does not offer this service to passengers that wish to book once the maximum number (2) has been reached.
VUELING does not offer the option of carrying animals in the plane's cargo hold.
For the carriage of sport equipment and special luggage, the Passenger must accept the specific conditions and fees at the time of booking.
9.Basic, Optima and Excellence fares
- 9.1Basic Fare
The Basic fare includes carriage from the departure airport to the destination airport, as well as the accumulation of points for the Punto loyalty programme.
The Basic fare only allows you to check in luggage and select a seat upon payment of the corresponding supplements.
The Optima fare includes, in addition to the features of the Basic fare, the following services:
(i) “Bring your Flight Forward”, allowing you to swap your flight for an earlier one departing the same day, at no additional cost. You can only make this change at the sales desk at the airport, between 2 hours before departure of the new flight and closing time of the check-in desk, which is 40 minutes before departure of the new flight, except in Rome, which closes 45 minutes before departure. This service is only valid at airports in Spain, along with Rome (FCO), Milan (MXP), Paris (ORY) and Venice (VCE), for flights operating more than once a day.
(ii) Free reservation of a specific in-flight seat from the seats available for this fare.
(iii) Free check-in for one item of luggage (up to 23 kg).
- 9.1.2Optima fare bookings
You can book the Optima fare providing it is available for the desired journey. Combinations of Optima fare and Excellence fare for the different legs of a single booking are not permitted. You will automatically be sent the boarding pass by email upon completion of the purchase process as long as a seat has been assigned.
- 9.1.3Changes to Optima fare bookings
You can change flight free of charge for another that departs the same day providing there are seats available, subject to the provisions set out in section 9.1 (i).
You cannot change from the Optima fare to the Basic or Excellence fare.
Once you have booked the Optima fare, you can only change the date, times and name within the Fare itself, subject to the corresponding fee.
- 9.2Excellence Fare
The Excellence fare includes, in addition to the features of the Optima fare, the following services:
(i) Free reservation of an Excellence seat in the front row of the plane. If there are no seats available, the Carrier may give the Passenger a seat in the second row of the plane without changing the features.
(ii) Room reserved on the plane for hand luggage of up to 14 kg.
(iii) Priority boarding and check-in desks. This service is only available at Barcelona, Madrid and Bilbao airports.
(iv) Flexibility on changing the date and time of your flight, providing there are seats available and you pay the difference between the original ticket and the price of the ticket that is available at the time of change, if applicable. If the available fare is lower for the new flight, Vueling shall not reimburse the difference.
(v) Refunds permitted if the customer is unable to fly. The refund must be requested at least 2 hours before departure.
(vi) A snack and drink on board.
- 9.2.1Excellence Fare bookings
You can book the Excellence fare providing it is available for the desired journey. Combinations of Excellence fare and Optima fare for the different legs of a single booking are not permitted.
You will automatically be sent the boarding pass by email upon completion of the purchase process as long as a seat has been assigned. Due to the location of Excellence seats, this fare is not available for minors under 24 months old, minors between 24 months and 11 years of age who are not accompanied by a responsible companion over 16 years of age, pregnant women or passengers with special needs. Nor may animals be carried.
- 9.2.2Changes to Excellence Fare bookings
You cannot change from the Excellence fare to the Basic or Optima fare.
If you wish to change flight date or times and the Excellence fare is not available for the new flight, you may choose to fly under the commercial conditions of the Basic or Optima fares, if such are available for the new flight. The Excellence fare ticket will then be cancelled and the price refunded and a new booking will be made under the Basic or Optima fares. As soon as you have made the new booking under the Basic or Optima fares, you lose all the privileges of the Excellence fare.
Any changes must be made through our Customer Services or at the airport Sales Desk if you are bringing your flight forward.
Changing the time of your flight is permitted without having to pay the flight change fee, though you will have to pay the difference between the original ticket and the price of the ticket that is available at the time of change.
You can also change the name of the ticket holder free of charge.
- 9.2.3Cancelling Excellence Fare bookings
You can cancel an Excellence Fare flight and no explanations are required. The cancellation may also be applied to only one leg, for instance the outbound or the return flight, under a single booking number.
The cancellation must always be made at least 2 hours before the departure time of the first leg. If you have already flown one of the legs included in the booking, the other leg cannot be cancelled.
If you choose to exercise this right, we will reimburse you the price of the Excellence fare for the leg and passenger you decide to cancel, excluding the amount corresponding to the credit card or PayPal fee and to any additional services taken out.
10.Check-in and administrative requirements
- 10.1Check-in deadline
- Passengers must arrive at the airport in sufficient time with respect to the scheduled departure of their flight in order to complete all official formalities and, where applicable, check in their luggage. The check-in desks open two hours before, and close 40 minutes before, scheduled departure (even if the flight is delayed), except at the following airports:
- Rome Fiumicino (FCO) and St. Petersburg (LED): 45 minutes before departure.
- Tel Aviv Ben Gurion (TLV), Algiers (ALG), Oran (ORN) and Beirut (BEY): 60 minutes before departure.
- Barcelona to Tel Aviv - Ben Gurion (TLV): 60 minutes before departure.
- Madrid (MAD) to Bucharest (OTP): 60 minutes before departure.
- Paris Orly (ORY) to Casablanca (CMN): 60 minutes before departure.
- After this period, no luggage shall be accepted and no boarding passes issued. Once the check-in deadline has passed, the Carrier is entitled to transfer the seats pertaining to Passengers with a booking and no advanced boarding pass who have failed to identify themselves at the corresponding check-in desk or at any other place specified by the Carrier within the check-in deadline to Passengers on the waiting list pending acceptance.
- To check in luggage, Passengers must present the corresponding Ticket or booking number as well as a document that legally proves their identity. The Carrier reserves the right - for itself or third parties - to identify the Passenger by other means if it considers the documentation presented to be insufficient or if there is any doubt as to the identification or the validity of the documentation provided./li>
- Boarding begins 30 minutes before departure. The boarding gate closes 10 minutes before departure time. The Carrier reserves the right to cancel the seat allocation and the booking of those Passengers who fail to board at least 10 minutes before scheduled departure. Passengers who arrive late at the check-in desk shall not be allowed to board, shall not be entitled to compensation for denied boarding and shall be liable for any damages to VUELING in the event that their luggage must be located and taken off the plane due its having been checked in by a Passenger who failed to arrive at the boarding gate before the specified deadline.
- Whenever possible, families travelling with children, Passengers in wheelchairs and Passengers with reduced mobility shall be given priority for boarding.
- 10.4Passenger rescue service
- VUELING provides a specific service for helping Passengers who miss their flight, upon payment of the corresponding fee, to board a later plane (Passenger Rescue). In the event that the Passenger decides to use this service, they shall remain subject to the provisions set out herein with regard to the new flight.
- 10.5Travel documents
- The Passenger will be responsible for obtaining, maintaining in their keeping and presenting when required, all entry and departure documentation required for countries from which, to which, or over which they are being transported, as well as health documentation or other documentation that could be demanded in such countries. The Carrier reserves the right to refuse to transport any Passenger who has not complied with such applicable laws, regulations, rules, demands or requirements, or whose documents do not comply with the former, in the Carrier’s judgement, or the judgement of authorities in the departure or arrival country.
- In accordance with the Regulation (EU) No 610/2013 of the European Parliament and of the Council of 26 June 2013 amending Regulation (EC) No 562/2006 of the European Parliament and of the Council establishing a Community Code on the rules governing the movement of persons across borders (Schengen Borders Code), the Convention implementing the Schengen Agreement, Council Regulations (EC) No 1683/95 and (EC) No 539/2001 and Regulations (EC) No 767/2008 and (EC) No 810/2009 of the European Parliament and of the Council, for intended stays on the territory of the Member States of a duration of no more than 90 days in any 180-day period, which entails considering the 180-day period preceding each day of stay. The date of entry shall be considered as the first day of stay on the territory of the Member States and the date of exit shall be considered as the last day of stay on the territory of the Member States. Periods of stay authorised under a residence permit or a long-stay visa shall not be taken into account in the calculation of the duration of stay on the territory of the Member States. The entry conditions for third-country nationals from non-EU countries and countries which have not signed the Schengen Agreement shall be the following:
- a) they are in possession of a valid travel document (passport) entitling the holder to cross the border satisfying the following criteria: i) its validity shall extend at least three months after the intended date of departure from the territory of the Member States; ii) it shall have been issued within the previous 10 years.
- b) they possess a valid visa, if required pursuant to Regulation (EC) No. 539/2001 of the Council, of 15 March 2001, listing the third countries whose nationals must be in possession of visas when crossing the external borders and those whose nationals are exempt from that requirement (1), unless they hold a valid residence permit;
- c) they possess documents that justify the purpose and conditions of the intended stay, and they have sufficient means of subsistence, both for the period of the intended stay and for the return to their country of origin or transit to a third State into which they are certain to be admitted, or are in a position to acquire such means lawfully;
- d) they are not persons for whom an alert has been issued for the purposes of refusing entry in the SIS;
- e) they are not considered to be a threat to public policy, internal security, public health or the international relations of any of the Member States, in particular where no alert is issued in Member States' national data bases for the purposes of refusing entry on the same grounds.
- 10.6Denied entry to a country
- If, for any reason, a public authority in the countries to which, from which or over which carriage is undertaken should deny a Passenger entry into the country, including transitory, the Passenger shall pay the transport cost for their return to the airport of origin or to any other airport. The Carrier shall not be obliged to reimburse the Passenger for the portion of the Ticket price corresponding to the routes that the Passenger has not completed nor be held liable for this Passenger's baggage.
- 10.7Passenger Liabilities
- In the event that the Carrier has to pay a fine or penalty or incur any expenses due to a breach on the part of the Passenger and their baggage (customs, police, etc.) of any laws, demands or other travel-related requirements of the countries to which, from which or over which carriage is undertaken, the Passenger shall, upon request from the Carrier, reimburse the amount paid or expenses that have been or will be incurred by the Carrier.
11.Right of the carrier to deny the carriage of passengers and carriage restrictions
- 11.1Right of the Carrier to deny Passengers carriage
The Carrier reserves the right to deny, at any time, carriage of a Passenger who holds a Ticket if, in the Carrier's judgement:
- It is necessary or appropriate for reasons of public safety.
- It is necessary or appropriate in order to comply with applicable laws or regulations in a country of origin, destination or stopover.
- It is necessary or appropriate due to the Passenger's behaviour, condition, age or mental or physical condition.
- It is necessary or appropriate in order to avoid serious harm, inconvenience or distress to fellow Passengers or the crew.
- It is necessary or appropriate because the Passenger has previously and repeatedly breached the Carrier's rules.
- The Passenger has provided the Carrier with a document (a) acquired in an allegedly illegal manner, (b) that has been reported as lost or stolen, or (c) that is allegedly false or contains changes or alterations of any kind not made by the Carrier. In such cases, the Carrier reserves the right to withhold the aforementioned document(s).
- The person who presents him/herself at the Carrier's check-in desk is not the Ticket holder. In such a case, the Carrier reserves the right to withhold the aforementioned Ticket.
- The Passenger has not been able to prove that the Ticket is paid for in full or has requested that the credit card payment be cancelled.
- 11.2Transport restrictions
- Pregnant women: The carrier agrees to carry women who are up to 27 weeks pregnant (inclusive) may travel without a medical certificate. When the journey takes place between weeks 28 and 35 of the pregnancy (both inclusive), the original doctor’s permission must be provided stating that the passenger is fit to fly, the period of validity and the doctor’s registration number and signature. Women who are at week 36 or more of their pregnancy may not travel.
- Minors: Minors under 12 years of age may not travel without a responsible companion over 16 years of age. Minors between 5 and 12 years of age (11 + 364 days) may travel alone under the Unaccompanied Minors Service (UM) provided by VUELING, on payment of the corresponding fee. This service may also be used by minors between 12 and 17 years of age (17 years + 364 days).
- For safety reasons, babies less than 7 days old will not be admitted on board. Children between 7 days and 2 years of age (1 year + 364 days) must travel on their parent's lap. Pushchairs and cots may not be taken on board. Passengers under 2 years of age must pay a one-off amount per flight. A maximum of six minors, with Child Escort Service, between 5 and 8 years of age, plus one baby not entitled to a seat, per adult over 18 years of age will be admitted on board.
- At any time, both VUELING and the local authorities at the departure or destination airport are entitled to demand all documentation relating to a baby or minor who intends to travel, and we therefore recommend that you keep this documentation close to hand.
- Minors over 14 years of age will only be admitted on board if they are carrying a valid identity card or passport in their name. Minors under 12 years of age are also required to carry a passport or identity card, but the Spanish "libro de familia" will be admitted instead on domestic flights when they are accompanied by at least one parent.
There is a possibility that minors under 18 years of age residing in certain countries and travelling without a parent or legal guardian may be asked by the authorities to provide a form signed by a parent or legal guardian before departure, and they may be prevented from boarding if they are not in possession of this form. In the case of Romania, minors under 18 years of age who intend to travel alone or accompanied by only one parent may only do so if they have an official certificate signed by both parents.
- Sick and contagious passengers: The Carrier will not accept Passengers who are, or may be, suffering from a serious contagious disease or a disease that has triggered an official warning from the health authorities, such as severe respiratory infections, viral infections, tuberculosis or pneumonia.
12.Behaviour on board the plane
- If, in the opinion of the Carrier, the behaviour of a Passenger on board may be endangering the plane or any person or items on board, or is hindering the crew in the performance of their duties, or the Passenger ignores any instructions given by the crew, or threatens, is abusive towards or insults any member of the crew, or behaves in a scandalous manner or in any way that may be deemed offensive towards fellow Passengers, the Carrier is entitled to take whatever measures it considers necessary in order to prevent such behaviour from continuing, including expulsion from the plane. VUELING shall subsequently exercise all legal (criminal or civil) actions to which it has the legal right.
- If, as a result of the Passenger's behaviour on board the plane, the captain thereof decides, by reasonable decision, to divert the plane in order to remove the passenger, this Passenger shall pay the Carrier all costs derived from this diversion.
- Except upon express permission from the Carrier, for safety reasons it is forbidden to use any electrical equipment or similar device on board the plane, with the exception of hearing aids and pacemakers. Prohibited equipment and devices include, without limitation, radios and portable recorders, mobile and cell phones, laptop computers, audio tape, compact disc, DVD and/or MP3 players, electronic games and transmission devices (including remote control toys and portable transmitters-receivers).
- It is forbidden to consume alcoholic drinks, unless acquired on board.
13.Liability for human and material damage
- 13.1General considerations
- In case of accident, VUELING shall be liable for the following:
- Liability shall be limited to proven damage and VUELING shall not be held responsible for indirect or insufficiently proven damage, as well as any kind of non-compensatory damages.
- VUELING is not liable for any damages resulting from its compliance with the law, official regulations, ordinances or requirements, or breaches thereof on the part of the Passenger.
- The General Conditions of Carriage also apply to Authorised Agents of VUELING, employees and representatives, in the same degree as they apply to VUELING. The sum recoverable by VUELING, as well as its Agents, employees, representatives and authorised persons, shall not exceed the sum corresponding to VUELING's liability, should such liability exist.
- If the airline operating the flight is not VUELING, the Passenger may register a claim with either. The name of the contracting Company shall appear on the Ticket or Conjunction Ticket.
- Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
- 13.2Personal injury
- VUELING shall be liable for damage sustained in the event of death, wounding or other bodily injury suffered by a Passenger if the accident that caused the damage occurred on board the plane or while the Passengers are boarding or exiting the plane, under the terms and extension provided for in Regulation 2027/97 (amended by Regulation 889/2002) and the Montreal Convention of 28 May 1999, and without prejudice to VUELING's exclusions from liability in the event that (i) the death, wounding or other bodily injury was a result of the physical or mental condition of the Passenger and which already existed prior to boarding; or (ii) if the damage was caused or fostered by negligence on the part of the Passenger or by their health prior to boarding the flight.
- There are no financial limits to the liability for Passenger injury or death. For damages up to 113,100 Special Drawing Rights per Passenger, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can only contest a claim if it can prove that it was not negligent or otherwise at fault.
- The recoverable sum shall cover the redress of the damage, as determined in a non-contentious amicable settlement, according to expert opinion or a competent court.
- VUELING shall compensate the Passenger for recoverable damages only for the part in excess of the amounts received from a public social security body or similar institution.
- VUELING reserves the right to take recourse action against third parties including, without limitations, the right to subsidy and compensation.
- In the event of death, wounding or other bodily injury resulting from an air accident, the person(s) entitled to compensation, when identified, shall be offered an advance payment to cover their immediate needs and on a basis proportional to the damages caused. In the event of death, this advance payment must be no less than 16,000 Special Drawing Rights per Passenger. The advance payment shall be made within fifteen (15) days of the official identification of the person(s) entitled to compensation, shall not imply acknowledgement of liability and shall be deductable from the final amount payable for any liability in accordance with this Section, but shall not be reimbursable except in cases provided for in Art. 20 of the Montreal Convention or if the person(s) had no entitlement to compensation.
- Any claims must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
In relation to the data collected in the users' contracting of products, Vueling is the owner of the generated file containing the personal data provided by users. Vueling undertakes to comply with its obligation of secrecy regarding the personal data and with its duty to store the data confidentially, and will, to this end, take all necessary measures to avoid unauthorised alteration, loss, treatment or access, bearing in mind at all times the state of technology as provided for in the legislation on personal data protection applicable in Spain. The user accepts that all personal data submitted when requesting any of our services can be incorporated into an automated file, owned by Vueling, in order to provide the requested service, and especially for the purpose of: (i) booking a place to enable the Carrier to confirm said booking; (ii) providing and developing services and provisions related to direct marketing; (iii) facilitating the immigration and entry process; (iv) fulfilling the requirements relating to the Carrier's accounting, billing and audits; (v) verifying credit cards and other types of payment card; (vi) fulfilling the Carrier's security, administration and legal requirements, and (vii) verifying, maintaining and developing statistical systems analyses, as well as publishing, including by electronic means, any information and publicity that may be of interest to the user regarding other products, services, promotions, news and other information from Vueling. In the specific case of the newsletters that will be issued, these shall include products offered by Vueling and operated thereby or by collaborating entities. If you do not wish to receive commercial communications via electronic means, you can contact Vueling at any time through the following email address email@example.com. Users will in all cases be responsible for the truthfulness of the data provided and shall be responsible for notifying Vueling as to any changes therein. Vueling reserves the right to exclude from the registered services all users who have provided false data, notwithstanding any other actions applicable under the Law. Lastly, users are informed that they may exercise their rights of access, modification, cancellation and objection by writing to Vueling Airlines, S.A. (Departamento Legal), Parque Empresarial Mas Blau II, Plaza Pla de l’Estany nº 5, 08820 El Prat de Llobregat (Barcelona).
In case of passenger delay, VUELING shall be liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,694 Special Drawing Rights per Passenger.
VUELING provides a wide range of additional services which are offered to Passengers during the booking process and allow them to tailor the airline's offers to their requirements.
VUELING has signed Agreements with third party companies to offer Passengers other services, separate from air carriage, such as hotel bookings, activities or car hire. In these cases, with regard to services contracted by the Passenger other than flights, the terms and conditions of third parties supplying such services will be the sole ones governing such services. VUELING will not accept any responsibility for noncompliance of such third parties in providing the aforesaid additional services.
VUELING has standing agreements with third party companies to offer Passengers services other than those relating to air carriage, such as hotel reservations, activities and car hire. In such cases and with respect to services taken out by Passengers in addition to the flight, these shall be governed by the terms and conditions of the third parties that provide the services, and VUELING shall not be held liable for non-fulfilment on the part of the third parties in the rendering of the aforementioned services.
No agent, employee or representative of the Carrier is authorised to alter, modify or renounce any of the provisions set out in this Contract.
This Contract may be stored by the Passenger in electronic format.
Should any of the clauses or conditions of this Contract be declared illegal or invalid, the remaining provisions of the Contract shall remain valid.
Without prejudice to the provisions of current regulations, these General Conditions of Carriage shall be governed by Spanish Law.
Any disputes that may arise in relation to the General Conditions of Carriage set out herein shall be subject to the “non-exclusive jurisdiction” of Spanish courts.