Goldenair.se | FAQ | Conditions

General terms and conditions

Information about Golden Air´s terms and conditions
Information about our policies and routines for booking and passage of infants, youths, assistance with wheelchairs, pets and regulations with respect to pregnant women, are provided on the page with answers to frequently asked questions. Should you wish to obtain information or have questions that are not covered on this page, please contact our Customer Service via e-mail at info@goldenair.se, or call +46 520-825 00. Policies, terms and conditions and routines may be changed without prior notice thereof. In spite of all of its efforts in terms of making sure that all information on this website is up-to-date and correct, Golden Air cannot accept any responsibility for possible losses that have directly or indirectly resulted from the use of this information and website. For purchasing air fares on this web page, you have to be at least 18 years of age. Your legal guardian shall be held responsible in the event of abuse. Agents, staff, and representatives of Golden Air do not have the authority to change or override any of the terms and conditions in this contract.

Booking and payment
Booking a flight with Golden Air entails that you pay for your fare at the same time. You therefore cannot book a ticket, without paying for it immediately. Should you need to reserve seat, but are uncertain as to time or date, we recommend that you purchase a changeable ticket, a so-called Business ticket. The easiest way of booking and making payment is through our website. We only accept credit cards as payment method. In accordance with the law on e-trade, we have to inform you that we use so-called temporary cookies in order to secure your payment. They will subsequently be removed automatically. You can also carry out your booking and payment through our Customer Service on phone number +46 520-82500. In this case, an administration fee of 100 SEK will be charged. You can also book and pay through any of our agents. If bookings are carried out in another way than through our website, an administration fee may be charged in addition to the ticket price. Golden Air only provide refund for Business tickets if cancelletion is made at the latest 30 minutes before departure. Exceptions are made in cases of illness, in which case the ticket price for the flight is refunded, excluding any fees. In such events, you will need to produce a physician´s certificate. Ticket prices may be subject to change without prior notice.

Taxes and fees that governments, authorities and airport administrations charge from us, are included in the ticket price and will be specified for marketing

Tickets
Golden Air Flyg AB issues only electronical tickets. No traditional tickets are distributed. The term "ticket" in this agreement refers to the printed document containing the booking code, or the booking code together with the SMS message Golden Air has sent to the passengers mobile telephone. The ticket is valid in accordance with the specifications on the ticket and this website. Service charges or other fees that arise from the passenger requesting the help of our Customer Service or agents or the like, for the purpose of changing a reservation, are payable by the passenger. The company has the right to deny the passenger passage if the applicable fees have not been paid for. The company also has the right to deny the passage to those persons who have booked seats and/or obtained a ticket in ways that are contrary with applicable legislation or the company´s rates, rules or stipulations. A ticket that has been booked, but not used, is regarded as void. If any flight is cancelled (for reasons other than war, natural disasters, strike and weather), which means we will not be carrying out the promised number of flights, and there is no alternative available with our own airline, the value of the ticket for the cancelled flight will, after official confirmation thereof, be refunded, ruling out any other commitments. This applies to all tickets. If you have purchased a Business ticket in the event of the before mentioned, we can change your booking to another airline, which can also entail that you will be able to fly from a nearby airport. If you, on the other hand, have purchased an economy ticket, the booking will be changed to the next departure with Golden Air.

Check-in
Business ticket: No later than 25 minutes before departure
Economy ticket: No later than 30 minutes before departure.
Unaccompanied children: No later than 50 minutes before departure

Baggage
The maximum weight of baggage allowed on the connection Trollhättan - Bromma is 20 kg. For weight exceeding this maximum, a fee will be charged at 30 SEK/kg. PLEASE NOTE! Mark your baggage with your name. Golden Air does not accept any responsibility for prior damages to the baggage´s exterior (e.g. scratches, stains, dirt and dents). Checked-in baggage is delivered as soon as possible to the holder of the identification tag, at the airport of destination, i.e. Trollhättan/Vänersborg´s- or Bromma Airport. Golden Air does not accept any other commitments. Responsibility for loss, delay or damages to baggage is limited. Only one item of hand baggage, with a weight of 5 kg at most, and maximum measurements of 45x35x20 cm may be brought into the cabin of the aircraft. For travelling with bulky baggage, please contact Customer Service to obtain information about whether your baggage will fit in the aircraft´s cargo hold. If this is not the case, or if it can be transported but would prevent us from bringing the other passengers´baggage, we have to decline. The fee for bringing skies and golf bags is 30 sek/kg that exceeds the maximum allowed weight of 20 kg/passenger. Due to security reasons, banned items listed below may not be carried in passenger´s hand baggage, in accordance with an excerpt from the European Commission´s (EC) regulation nr. 622/2003, as amended through regulation (EC) nr. 68/2004, paragraph 4.1.1:n Air.

Weapons, such as hunting and sporting weapons, may be carried as checked baggage when packed in a suitable weapon case. Golden Air shall make sure the weapon is unloaded when checking-in. The responsibility to ensure that the weapon is unloaded is delegated from the Commander to the check-in staff. The check-in staff shall make this by requesting the passenger to show his weapon licens together with showing that the weapon is unloaded.

A maximum of 5 kg ammunition, securely boxed, is permitted per passenger. For ammunition to be accepted for carriage in the aircraft as checked baggage the following shall be complied with:

- Ammunition shall be securely packed.

- Cartridges for rifles shall be seperated from each other with partitiions in the ammunition box.

- Shotgun cartridges shallb e fixed so that they are not moveable in the box.

- Allowances for more than 1 passenger shall not be combied to one or more packages.

a) Fire- and other arms

All types of objects with which one is able to, or is seemingly able to, launch projectiles or induce injury, including the following:
- All types of firearms (pistols, revolvers, rifles, shotguns, etc.).
- Replicas or imitations of firearms.
- Components of firearms (with the exception of telescopic and regular sights.
- Air pistols, and -rifles and gas pistols and -rifles.
- Flare guns.
- Starter´s pistols.
- Toy firearms of all types.
- Pellet guns.
- Industrial bolt- and nail guns.
- Crossbows.
- Catapults.
- Harpoons and arrow guns.
- Slaughtering masks.
- Arms emitting electroshocks such as stun truncheons and tasers.
- Cigarette lighters in the shape of firearms.

b) Pointed/sharp weapons and objects, objects with a pointed tip or sharp blade that can induce injury, including the following:
- Axes.
- Darts/arrows.
- Crampons.
- Harpoons and spears.
- Ice-axes and -picks.
- Skates.
- Knives with a lockable blade or switchblades, irrespective of the length of the blade.
- Knives, including ceremonial knives with a blade length of more than 6 cm, of metal or any other material that is strong enough to be used as a potential weapon.
- Meat cleavers.
- Machetes.
- Razors and razor blades (with the exception of safety razors and disposable razors with razor blades).
- Sabres, swords, and rapiers.
- Scalpels.
- Scissors with blades with a length of more than 6 cm.
- Ski poles and hiking staffs.
- Shurikens (star knives).
- Tools that can be used as pointed or sharp weapons, such as forged drill bits, carpet knives, tool knives, all types of saws, screwdrivers, crowbars, hammers, tongs, adjustable spanners, blowtorches.

c) Hand weapons
All hand weapons that can induce injury, including the following:
- Baseball- and rounders bats.
- Sticks and batons - rigid or flexible - e.g. coshes, police truncheons and metal spring batons.
- Cricket bats.
- Golf clubs.
- Hockey sticks
- Lacrosse rackets.
- Kayak- and canoeing paddles.
- Skateboards.
- Billiards- snooker-, and pool cues.
- Fishing rods.
- Martial arts equipment such as knuckle-dusters, clubs, batons, maces, num chucks, kubotans.

d) Explosive and inflammable substances
All explosive- or inflammable substances that constitute a health risk for passengers or flight crew or endanger the aircraft´s security, including the following:
- Ammunition.
- Percussion caps.
- Detonators and blasting fuses.
- Explosives and explosive devices.
- Replicas or imitations of explosives or explosive devices.
- Mines and other explosive devices used for military purposes.
- Grenades al all types.
- Gas- and gas containers containing, e.g. butane, propane, acetylene gas, acid in large quantities.
- Fireworks, torches and flares of different kinds, and other pyrotechnical equipment (including firecrackers).
- Non-safety matches.
- Smoke bombs and smoke cartridges.
- Inflammable liquid fuels, such as petrol, petroleum, diesel oil, lighter fluid, alcohol, ethanol.
- Spray paint.
- Turpentine and thinner.
- Alcoholic beverages with more than 70 percent alcohol by volume (140 percent proof).

e) Chemicals and poisonous substances
All chemicals or poisonous substances that constitute a health risk for passengers or flight crew or endanger the aircraft´s security, including the following:
- Acids and bases, e.g. battery cells from which liquid can leak out.
- Corrosive or bleaching substances such as mercury and chlorine.
- Sprays that can render persons temporarily defenceless, such as teargas, and pepper spray.
- Radioactive materials, such as medicinal or commercial isotopes.
- Poisons.
- Contagious or biologically hazardous material, e.g. infected blood, bacteria and viruses.
- Material that can self-ignite.
- Fire extinguishers.

Following objects may not be transported in the cargo hold:
- Explosives, including detonators, blasting fuses, grenades, mines and explosive devices.
- Gases: propane, butane.
- Inflammable liquids, including gasoline and methanol.
- Inflammable solids and reactive substances such as magnesium, firelighters, fireworks and torches.
- Oxidation agents and organic peroxides, including bleach and reparation kits for car coachwork.
- Poisonous or contagious substances, including rat poison and infected blood.
- Radioactive material, including medicinal and commercial isotopes.
- Corrosive substances, including mercury and car batteries.
- Components for fuel systems for vehicles that have contained fuel

Deviations and/or Delays
The EU-Law No 261/2004 - Feb 11th 2005 regulates passenger rights concerning denied boarding on flights departing in accordance to schedule, cancelled departure where notice have not been given at least 14 days prior to departure and when scheduled departure is delayed more then two hours. The complete Law is presented at the following web address: http://europa.eu.int/eur-lex/pri/sv/oj/dat/2004/l_046/l_04620040217sv00010007.pdf

In accordance to this law we are obliged to keep it obtainable at request, when delayed flights or denied boarding occur.

If cancellation, alteration or delay occur due to extraordinary circumstances, for example weather conditions, third-party actions (ex CAA), intoxicated passenger, technical malfunction on aircraft or staff injury, this Law is not applicable.

When delays and cancellations occur due to extraordinary circumstances, our rules are as follows:

The passengers traveling on our Business ticket will be rebooked, when possible, to another airline and Golden Air will pay the difference for this new ticket - in accordance to our "Get There Guarantee". Passengers having reservations on other Golden Air tickets will be handled as follows: If any departure is cancelled, meaning that we are operating with lesser departures than scheduled and no suitable alternate departure exists, the ticket will be refunded upon request (less possible handling fees), with no further obligations . Golden Air will never, in these extra ordinary situations, compensate with transport, hotel stay, etc. Coffee coupons will however be distributed in case of delays more than one (1) hour. We do not take any further responsibility or other compensations beyond the above mentioned. Our policy enables us to maintain our low air fares.

Golden Air makes all efforts to provide passengers and luggage as efficient as possible and in accordance with schedule, however times stated are not guaranteed and are not a part of a agreement. The company can, without prior notice, use other airlines and/or aircrafts and use alternate airports, other than stated on passenger ticket. Printed time tables can be changed without prior notice. Golden Air are not responsible for any compensation, such as luggage delivery, arrange connecting flights, hotel stays, etc. We do not recommend our passengers to make reservations on other connecting flights. Golden Air will under no conditions accept any responsibility for possible losses due to missed flight, event or other arrangement.

Rebooking and reimbursement

Business ticket:
The ticket is possible to rebook and cancel up to 30 minutes before departure. Rebooking or cancellation of tickets later than 30 minutes before departure will render the ticket as used and become void. Cancellation has to be made through our customer service at phone +46 520 82500

Economy ticket
The ticket is possible to reebook up to 30 minutes before departure for a fee of SEK 300 per person and booking. SEK 150 for children. Any difference will be charged. Cancellation is not allowed.

Rebooking is done on www.goldenair.se via e-mail to info@goldenair.se or our customer service at phone +46 520 82500.
Special rules apply for reimbursement due to delays or cancelled flights.

Children
Infants under 2 years of age may (on the return flight) travel free of charge, provided they sit in an adult´s lap (one infant per adult). If the infant turns 2 before the return flight, applicable ticket prices and taxes and fees must be paid for that part of the journey. Golden Air accepts children travelling unaccompanied by an adult, provided they are between the ages of 5 and 11. You can read more about travelling with children on our help page.

Our right to deny passage:
We reserve the right to deny you and/or your baggage passage on the aircraft. The reason for such a decision can consist of:
- Your behaviour or physical or psychological condition or the contents of your baggage being a potential risk for injury or anxiety for you or other passengers and/or crew members.
- Full payment for the ticket, as well as all applicable fees not having been paid or a credit agreement between you (or the person or company that has paid for your ticket) and Golden Air not having been respected.
- Your travel documents or any other document such as your passport or other form of identification not being present, having been reported missing, or showing signs of forgery or in any other way being invalid or showing signs of being invalid.
- The person intending to check-in or embark not being able to prove that his or her name is the same as the name to which the ticket has been made out. In such an event, we reserve the right to redeem such a ticket without compensation for its value.

Compensation for damages in case of accidents
In accordance with EU-regulation nr. 2027/97airlines operating within Europe may not cite any limitation of liability with respect to passengers, in the event of damages claims due to personal damages that have a monetary value of up to 100,000 SDR (if the person incurring the damages has not demonstrated contributory negligence in the matter). In addition, the airline must make advance payment for the compensation within 15 days, in order to provide for the economic needs of the person entitled to compensation. The person entitled to the compensation does not need to repay the advance payment, if he or she has not demonstrated contributory negligence in the matter.

If the passenger´s passage entails that the place of destination, or the place of intermediate landing is located in another country than the place of departure, the Montreal- or Warsaw Convention becomes applicable. The Convention regulates, and in most cases limits, the airline´s liability in case of death, personal injury or damages to, or the loss or delay of baggage.

If a passenger incurs personal injury, an airline based within the EC (e.g. in Sweden), may not reject or limit its liability for damages with a value of up to 100,000 SDR, by demonstrating that the airline or its representatives have undertaken all required measures for avoiding the injury, or that it did not lie within their power to undertake such measures. Notwithstanding the aforementioned, the airline company can be fully or partly released from its liability for damages, if it can prove that the injury was caused by the injured or deceased passenger, or that he or she has demonstrated contributory negligence in the matter. The airline company must be insured for monetary damages of up to 100,000 SDR per passenger, and beyond that to a reasonably level.

Without this constituting an admission to being liable for damages, the EC-airline company shall, no later than within 15 days after the identity of a physical person entitled to compensation for damages has been assessed, carry out such advance payments as may be needed to provide for immediate economic needs, to such proportions that duly fit the person´s distress. Such an advance payment shall, in the event of a death, not be lower than 15,000 SDR. Advance payments shall be balanced out with possible later amounts that are paid out in relation to damages claims. Advance payments need not be paid back, unless in events such as were described in the previous paragraph, second sentence, or it is proven that persons were not entitled to compensation for damages. (See the Council´s regulation (EC) nr. 2027/97 from the 9th. of October 1997 on airline company´s liability with regards to damages claims in case of accidents).

SDR refers to Special Drawing Rights, instated by the International Monetary Fund.

Thank you for choosing Golden Air.