In addition to the terms defined in the text of these Conditions of Carriage, unless repugnant to the meaning or context thereof, the following words and terms shall have the meanings set out below:

• “Adult” means a person who has attained the age of at least twelve years and one day.
• “Airport Ticketing Office” or “ATO” means TSAL’s reservation and ticketing office situated at such airport where TSAL carries out its airline operations.
• “Applicable Laws” means any statute, law, regulation, ordinance, rule, judgment, rule of law, order, decree, ruling, bye-law, approval of any competent authority, directive, guideline, policy, clearance, requirement or other governmental restriction or any similar form of decision of or determination by, or any interpretation or administration having the force of law of any of the foregoing by any competent authority having jurisdiction over the matter in question, whether in effect as of the date of this Agreement or at any time thereafter.  
• “Baggage” means the Customer’s bags, luggage and / or suitcases containing that Customer’s belongings carried along in the Flight. Unless otherwise specified, it consists of both Checked-in Baggage and Hand Baggage.
• “Baggage Check” means the tag or receipt issued by TSAL to a Customer for carriage of the Customer’s Checked-in Baggage and is affixed to the boarding pass.
• “Baggage Identification Tag” means a document provided to the Customer solely for identification of Checked-in Baggage and is attached to each such Checked-in Baggage.
• “BCAS” means Bureau of Civil Aviation Security, Government of India and its successors.
• “Booking” means an act of creating an Itinerary with Customer’s details, such as name, contact information, etc., through TSAL’s reservation channels.
• “Checked-in Baggage” means Customer’s Baggage which is carried by TSAL in its aircraft’s hold. Once a Baggage has been checked in, the same cannot be carried as a Hand Baggage by the Customer.
• “Child” means a person aged between two years until his twelfth birthday.
• “Conditions of Carriage” or “Terms and Conditions” means these conditions that form the contract of carriage between TSAL and the Customer, which are available on the Website and are incorporated by reference in the Ticket. The Terms and Conditions are subject to change as may be made by TSAL from time to time at its sole discretion.
• “Connecting Flight” means subsequent flight offered by TSAL between two flight sectors operated by TSAL or its interline/codeshare partners.
• “Convention” means the Warsaw Convention, the Hague Protocol or the Montreal Convention, as defined herein, whichever is applicable to the Customer’s Travel.
• “Customer” / “you” means any natural person, except members of the operating crew.
• “Customer Service Centre” or “CSC” means TSAL's 24*7 Customer service centre which can be reached at +919289228888 for India or +94 11 2168290 for Colombo or such other number as may be notified by TSAL from time to time.
• “DGCA” means Directorate General of Civil Aviation, Government of India.
• “Electronic-Ticket” or “E-Ticket” or “Ticket” means an electronic document, containing the Customer name, Flight details, Booking reference / PNR, unique ticket number and the payment made for Travel.
• “Fare” means the value of a Ticket comprising of basic fare, airline-imposed fee and TFC.
• “Fare Rules” means the terms and conditions attached to the Fare.
• “Fit to Fly” means the certificate required to be obtained by certain travellers from a registered medical practitioner as indicated in these Terms and Conditions.
• “Flight” means flights operated by TSAL.
• “Flight Coupon” means that portion of the E-Ticket that indicates the particular places between which Customer is entitled to be carried.
•  “Hague Protocol” means the treaty signed on September 28, 1955, in the Hague. Originally signed in 1929 in Warsaw Convention, it was amended in 1955 at the Hague, Netherlands.
• “Hand Baggage” means the Customer’s Baggage other than Checked-in Baggage, which the Customer is permitted to carry with him on the Flight in accordance with the Terms and Conditions and Applicable Laws.
• “IATA” means the International Air Transport Association.
• “ICAO” means the International Civil Aviation Organization.
• “Immediate Family” means spouse, children, parents and uterine blood siblings.
• “Infant” means a person who has not reached his second birthday at the time of departure for each Flight during the course of the Travel.
• “INR” means Indian Rupees, the currency of the Republic of India.
• “Itinerary” means the proposed route of Flight and information such as flight name / number, airline code, departure/arrival timings along with dates, departure/arrival airport codes/ name and Booking/PNR. 
• “Limited Release Tag” or “LRT” means the tags that are applied to baggage that is considered to be at high risk of damage during transit due to nature of the goods or their packaging.
• “MEDIF” means ‘medical information for fitness to travel or special assistance’.
• “Montreal Convention” means the Convention for the unification of certain rules for International Carriage by Air, opened for signature at Montreal on May 28, 1999.
• “No-Fly List” means the database of unruly passengers as maintained by the DGCA.
• “PNR” means passenger name record, which is a unique Booking reference number identifying the Customer’s Booking in TSAL’s database for a Sector or combination of Sectors.
• “Safety Assistant” means an able-bodied person who assists the Customer with disability to Travel on TSAL, in the manner accorded in these Terms and Conditions and under Applicable Laws.
• “SDR” means special drawing rights as defined by the International Monetary Fund.
• “Sector” means each consecutive Flight segments having the same Flight number.
• “Special Terms and Conditions” means rules, other than these Conditions of Carriage, as may be published by TSAL on the Website and/or mentioned / referred to on the Ticket issued to Customers, and in effect on date of commencement of Travel or issuance of Ticket depending on the applicability, governing carriage of Customers and/or Baggage and shall include but not be limited to TSAL’s applicable Fare Rules in force.
• “Stopover” means a deliberate interruption in the Travel by the Customer, to depart later than 24 hours after arrival (local time), between the place of departure and the place of destination, which has been agreed to in advance by TSAL.
• “TSAL” / “We” / “our” / “ourselves” / “us” means TATA SIA Airlines Limited and shall include its directors, employees, servants, agents, consultants or contractors.
• “TFC” means taxes, fees and charges as defined in Section 5.4.
• “Trade Partner” means an authorised travel agency/travel portal that makes Bookings, issues Tickets and provides other ancillary services for Flights.
• “Travel” means travel on any Flight.
• “Unaccompanied Minor” means a Customer aged between five years and one day and twelve years , without the presence of a legal guardian.
• “USD” means United States Dollars, the currency of the United States of America.
• “Vistara” means the brand name under which Flights are operated by TATA SIA Airlines Limited having its registered office at Jeevan Bharti Tower 1, 10th Floor, 124 Connaught Circus, New Delhi- 110001, India and corporate office at 10th Floor, One Horizon Centre, Golf Course Road, DLF Phase-V, Sector-43, Gurgaon, Haryana-122003, India.
• “Vistara Mobile App” means Vistara mobile application available on Play Store and Apple Store for the Android and iOS users, respectively.
• “Warsaw Convention” means the Convention for the unification of certain rules relating to international carriage by air, commonly known as the Warsaw Convention, is an international convention which regulates liability for international carriage of persons, luggage, or goods performed by aircraft for reward. Originally signed in 1929 in Warsaw, it was amended in 1955 at the Hague, Netherlands which is known as Hague Protocol.
• “Website” means the website of TSAL, that is, www.airvistara.com, on which the Customers can purchase Tickets, avail other services and access information about TSAL and the Conditions of Carriage. 

In these Terms and Conditions:

1.2.1. The term “Section” means section of these Terms and Conditions. The headings of Sections are inserted solely for convenience of reference and are not intended as complete or accurate descriptions of the content thereof and shall not be used for the interpretation of these Terms and Conditions;

1.2.2. The words importing the singular include the plural and vice versa where the context so requires;

1.2.3. A reference to any gender includes a reference to all other genders;

1.2.4. The terms “hereof”, “herein”, “hereto”, “hereunder” or similar expressions used in these Terms and Conditions mean and refer to these Terms and Conditions; and

1.2.5. Any reference to any statute or statutory provision shall include: (i) all subordinate legislation made from time to time under that provision (whether or not amended, modified, re-enacted or consolidated), and (ii) such provision as may from time to time be amended, modified, re-enacted or consolidated to the extent such amendment, modification, re-enactment or consolidation applies or is capable of applying to any transaction(s) entered into under these Conditions of Carriage.

2.1 General

These Conditions of Carriage apply to all international carriage of Customers and Baggage, performed by TSAL.

These Conditions of Carriage shall apply only if either the origin or the destination of a Flight segment is outside India. In case of a domestic Flight segment of a connection to or from an international destination, the Conditions of Carriage for domestic travel will apply.

2.2 Overriding Law

These Conditions of Carriage are subject to Applicable Laws and Conventions. In the event any provision hereof is inconsistent with the provisions of any Applicable Laws and / or Conventions, such Applicable Laws and /or Conventions shall prevail. If any provision hereof is determined invalid under Applicable Laws and / or Conventions, it shall not affect the validity of the other provisions and shall in no way affect or impair the validity, operation, legality or enforceability of the remaining provisions of the Conditions of Carriage.

In relation to carriage by air which is international, the rules and limitations relating to liability by the Convention as embodied in the Indian Carriage by Air Act, 1972 shall apply.

2.3 Charters

If carriage is performed pursuant to a charter agreement, these Conditions of Carriage will apply only to the extent they are incorporated by reference by the terms of the charter agreement and the charter Ticket.

2.4 Conditions prevail over regulations

Except as otherwise provided in these Terms and Conditions, in the event of any inconsistency between:

• these Terms and Conditions; and
• any policies or any terms and conditions that TSAL may have, dealing with a particular subject,

these Terms and Conditions shall prevail.

Class of Tickets: TSAL offers following three cabin classes on Flights:   

(a) Business;

(b) Premium economy; and

(c) Economy.

3.2.1. Prima Facie Evidence of Contract: The Ticket constitutes prima facie evidence of the contract of carriage between TSAL and the Customer named on the Ticket. TSAL will provide carriage only to the Customer holding such Ticket, or holding, as proof of payment, any other document issued by TSAL or Trade Partner permitting such carriage to the Customer.  The Conditions of Carriage as may be mentioned on the Ticket are a short summary of some of the important Sections of these Conditions of Carriage.

3.2.2. Conditions: A person shall not be entitled to be carried on a Flight unless that person presents a valid Ticket duly issued in accordance with the Conditions of Carriage, containing the Flight Coupon for that Flight and provides for a valid passport for identification. 

3.2.3. Non-transferable: A Ticket is non-transferable.

3.2.4. Changes requested by Customer: Changes to the Ticket requested by the Customer will be subject to these Conditions of Carriage, and if permitted under the Fare Rules, the Customer may be required to make extra payment in accordance with the Fare Rules.

3.3.1. Ticket is valid for carriage for the period as mentioned under the Fare Rules. However, the validity period of Ticket may be extended by TSAL as per its policies, in the event TSAL:

• cancels the Flight on which the Customer holds a reservation; or
• omits a scheduled stop, being the Customer’s place of departure, place of destination or a Stopover; or
• substitutes a different class of service; or
• is unable to provide previously confirmed space.

In all the aforesaid cases, the validity of such Customer’s Ticket will be extended until Flight on which space is available in the class of service for which the Fare has been paid.

3.3.2. When a Customer, after having commenced his Travel, is prevented from travelling within the period of validity  of  the  Ticket  by  reason  of  illness,  TSAL  may  extend  (provided  such  extension  is  not  precluded  by  the Fare Rules applicable to the Fare paid by the Customer) the period of validity of such Customer’s Ticket until the date when the Customer becomes fit to travel according to a medical certificate, or until first Flight after such date from the point where the journey is resumed on which space is available in the class of service for which the Fare has been paid.

3.3.3. When the Ticket involves one or more Stopovers, the validity of such Ticket, subject to the Terms and Conditions, may be extended for not more than three months from the date shown on the aforesaid medical certificate. In such circumstances, TSAL may extend similarly the period of validity of Tickets of other members of the Customer’s Immediate Family accompanying an incapacitated Customer.

3.3.4. In the event of death of a Customer enroute, the Tickets of the persons accompanying the Customer may be modified by waiving the minimum stay or extending the validity.  In the event of a death in the Immediate Family of a Customer on the day of his Travel, the validity of the Ticket and those of his Immediate Family, accompanying the Customer may be modified. Any such modification shall be made upon receipt of a proper death certificate (or copy thereof duly executed by the competent authorities, i.e., those designated to issue death certificates by the Applicable Laws) and any such extension of validity shall not be for a period longer than 45 days from the date of the death. 

3.4.1. TSAL will honour Flight Coupons, only in the sequence from the place of departure as shown on the Ticket.

3.4.2. In the event Customer does not use the Flight Coupon in the sequence from the place of departure on the Ticket, TSAL reserves the right to cancel the entire Booking without any liability whatsoever to TSAL. For the sake of clarity, the entire Ticket amount exclusive of taxes will stand forfeited. 

3.4.3. Each Flight Coupon will be accepted for carriage in the class of service specified therein on the date and Flight for which Booking has been made. 

Stopovers may be permitted at agreed stopping places only if arranged with TSAL in advance and provided for on the Ticket. Additional charges for Stopovers may be payable as provided in the Fare Rules and subject to these Conditions of Carriage.

5.1. General

Fares apply only for Travel from the airport at the point of origin to the airport at the point of destination. Fares do not include ground transport service between airports and between airports and town terminals, unless provided by TSAL without additional charge.

5.2. Applicable Fares

Applicable Fares are published by TSAL on the Website and are available with Trade Partners. The applicable Fare is the Fare for the Flight on the date of Travel covered by the Ticket.

5.3. Routing

Unless otherwise provided in the Special Terms and Conditions and Fare Rules, Fares apply only to routings published in connection therewith. If there is more than one routing at the same Fare, the Customer may specify the routing prior to the issue of the Ticket. If no routing is specified, TSAL may determine the routing.

5.4. Tax, Fee and Charge 

Any tax, fee or charges imposed by government or any other authority in respect of a Customer or the use by a Customer of any services or facilities, will be in addition to the published Fares. The Customer may be required to pay taxes or fees not already collected on the Ticket for any reason.

5.5. Currency

Subject to Applicable Laws, Fares are payable in the currency acceptable to TSAL. When payment is made in a currency other than the currency in which the Fare is published, such payment will be made at the banker’s selling rate of exchange established from time to time.  

6.1. Reservation Requirements

• Reservations are not confirmed until recorded as accepted/confirmed by TSAL or Trade Partner.
• As provided in the Fare Rules, certain Fares may have conditions which limit or exclude the Customer’s right to change or cancel reservations.

6.2. Ticketing Time Limits

The charges (Fare and any applicable service charges) for the Ticket have to be paid within the specified ticketing time limit, in the absence of which the reservation will stand cancelled.

6.3. Applicability of Service Charge 

A service charge, in accordance with the Fare Rules, may be payable by a Customer who either directly or through Trade Partner, fails to amend or cancel his Booking three hours prior to the scheduled time of departure and fails to use space for which a reservation has been made.

6.4. Connecting Flight Liability

The Conditions of Carriage is limited to the origin and destination shown on TSAL or its partner airlines’ Ticket only. Without limiting the generality of the foregoing, in case of cancellation or delay of the Flight:

6.4.1. Where a Customer’s Connecting Flight is on a separate ticket (regardless of whether it is another airline or Vistara), TSAL will not have any liability to the Customer for any missed connection, re-scheduling/cancellation of travel/hotel arrangement, or any other expenses/losses incurred by the Customer.

6.4.2. Where a Customer’s Connecting Flight is on the same Ticket as the Flight (regardless of whether it is on another partner airline or TSAL, TSAL, subject to Applicable Laws and arrangements with a partner airline, will make all reasonable efforts to ensure the Customer reaches the final destination through an alternate Flight, and will may, at its own discretion, assist the Customer with reasonable costs incurred during the cancellation or delay of Flight due to extraordinary circumstances. In such cases, TSAL’s liability will be limited to providing re-accommodation on earliest possible Flight (and hotel accommodation, wherever appropriate) or refund of unused Ticket value.   

6.5. Times and Schedules Not Guaranteed

TSAL undertakes to use its best efforts to avoid delay in carrying Customers and their Baggage. We will endeavour to adhere to published schedules in effect on the date of Travel. However, time shown in schedules or elsewhere, are subject to change from time to time. Except in case of any written representation and statement made by authorised employees or representatives of TSAL, TSAL shall not have any liability whatsoever to the Customer for any other representations and statements.

6.6. Seating

Subject to availability of seats and payment of such charges as may be applicable from time to time, Customers can select Flight seating number in the relevant cabin class:

• At the time of Booking; or
• At the time of web check-in, prior to the scheduled departure of the Flight; or 
• At the time of check-in at the airport check-in counters.

Notwithstanding the above, TSAL reserves the right to assign or re-assign seats at any time, including, even after boarding of the Flight for operational, safety and / or security reasons.

6.7. Seat Request

Subject to availability, seats can be pre-selected in all cabin classes, that is, business, premium economy and economy class, at the time of Booking.

However, there will be restrictions to some rows in all cabin classes which will be non-saleable.

Bassinet seats are available only on flights operated by Boeing 787 aircraft.

6.8. Seat Allocation

TSAL endeavours to offer Customers with disabilities the best possible seating arrangement keeping in mind safety and convenience.

Restrictions on specific seat assignments may apply, depending on the following:

6.8.1. Whether that particular seat imposes an obligation on the person occupying it to assist the crew or other Customers in an emergency.

6.8.2. Whether stowage of an assistive device or medical equipment would block access to an aisle, emergency door or emergency equipment.

6.8.3. Whether that particular seat assignment would hinder evacuation of the person with a disability occupying the seat or of other Customers, because of its distance from a particular exit type.

6.8.4. Proximity to an accessible toilet or to an exit equipped with a slide /raft.

7.1.1. Check-in deadlines are different for domestic and international Travel and the Customers are advised to keep themselves informed about these check-in deadlines and honour them. TSAL reserves the right to cancel a Customer’s reservation if he fails to comply with the check-in deadlines indicated in the Conditions of Carriage as well as the Ticket. Information on check-in deadlines for our Flights is available on our Website and with the Trade Partner. Unless otherwise stated, Customers must check in no later than 60 minutes prior to the scheduled time of departure of the Flight. 

7.1.2. We endeavour to make Travel hassle-free, starting with numerous options for check-in. However, regardless of how a Customer checks-in, please note that check-in for a Flight will close 60 minutes prior to the scheduled time of departure of the Flight and boarding gates will close 20 minutes prior to the scheduled time of departure of the Flight, post which boarding will not be allowed.

Check-in for the Flight shall be available as per the following timelines:

• Customers may check-in for the Flight on the Website or by using Vistara Mobile App and they will receive an electronic boarding pass on the e-mail address as mentioned by the Customer at the time of Booking.
• Please note that web check-in will close 120 minutes prior to the scheduled time of departure.

7.3.1. Customers who require seat assignments on account of special service requests, including inter alia wheelchairs, extra seats, visual and sight disabilities, Unaccompanied Minors, stretcher cases. 

7.3.2. Bookings made through credit/debit card issued outside India: In such cases, the credit/debit card/cash card/forex card used to make the Booking will have to be produced at the time of check-in. If the holder of such credit/debit card is not travelling, then the travelling person should possess the following:

• A photocopy of both sides of the credit/debit card, which will have to be self-attested by the credit/debit card holder, authorizing the use of the credit/debit card for the purchase of the Ticket. For security reasons, Customers are strictly advised to strike out the credit valid verification (CVV) number and expiration on the copy of their credit/debit card.
• This photocopy should also contain the name of the travelling party, date of Travel and the Sector of Travel. These details can be handwritten on the photocopy and same has to be attested by the credit/debit card holder.

7.3.3. The above documents must be produced at the time of check-in. If the Customer fails to produce any of the aforementioned documents or fails to comply with these Terms and Conditions, TSAL reserves the right to deny boarding to the Customer without any liability to TSAL.

7.3.4. Customers are advised to go through the Website and the boarding pass carefully.

7.3.5. It is mandatory to produce a boarding pass for security clearance, customs, immigration and boarding. A valid passport, visa, travel authorisation, other requisite travel documents may be requested at any time at the airport for the purpose of verifying the identification of the Customer and the Travel destination.

8.1. Right to refuse carriage

TSAL may refuse carriage of any Customer and/or his Baggage for reasons of safety or if TSAL reasonably determines that:

8.1.1. such action is necessary in order to comply with any Applicable Laws of any state or country to be flown from, into or over; or

8.1.2. the conduct, age, mental or physical state of the Customer is such as to

• require special assistance of TSAL; 
• cause discomfort or make himself objectionable to other Customers;
• involve any hazard or risk to himself or to other persons or property or aircraft; or

8.1.3. such action is necessary because the Customer has failed to observe the instructions of TSAL; or

8.1.4. the Customer has refused to submit to a security check; or

8.1.5. the charges (Fare and any applicable service charges) for the Ticket have not been paid within the specified ticketing time limit; or

8.1.6. the Customer appears to be intoxicated/inebriated or under the influence of any narcotic, psychotropic or prohibited substance; or

8.1.7. the Customer is not carrying proper proof of identification and / or Travel documents; or

8.1.8. the Ticket presented by the Customer:

• has been acquired unlawfully or has been purchased from an entity other than TSAL or Trade Partner;
• is a counterfeit Ticket;
• has been altered by someone other than TSAL or Trade Partner, in which case TSAL reserves the right to retain such Ticket; or
• cannot prove that he is the person named on the Ticket, in which case TSAL reserves the right to retain such Ticket.

8.1.9. the Customer fails to observe instructions given by TSAL with respect to safety or security; or

8.1.10. the Customer fails to observe the non-smoking rule on board the Flight.

8.2. Limitation on carriage

Acceptance for carriage of minor or children, incapacitated persons, pregnant women or person with illness may be subject to prior arrangement with TSAL, in accordance with the Terms and Conditions.

The Customer may carry Baggage for check-in subject to the Fare Rules, which are mentioned on the Ticket and are available on our Website or with the Trade Partner which issued the Ticket. Customers will be required to pay a charge for the carriage of Baggage in excess of the free Baggage allowance as mentioned above. 

9.1.1. Excess Baggage fees are subject to the Terms and Conditions.

9.1.2. Free Baggage allowance depends on a variety of factors such as Fare types, Customer type, class of Booking, point of sale, point of origin, booking period, routing etc. Free Baggage allowance displayed on the Customer’s Ticket will be considered as the free Baggage allowance applicable for his Travel. These rates are available on the Website and with the Trade Partner who issued the Ticket upon request. 

9.1.3. The maximum weight permissible in a single piece of Baggage is 32 kilograms. The maximum weight that can be checked-in per Customer cannot exceed 96 kilograms in total. This rule is applicable on the entire network. 

9.1.4. The Customer shall not include in his Baggage:

• Items defined in restricted articles and dangerous goods set out in Annexure I and Annexure II;
• Items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the Dangerous Goods Regulations of ICAO and IATA and on the Website (further information may be available from TSAL on request);
• Items, the carriage of which is prohibited by the Applicable Laws of any state to be flown from, to or over;
• Items which in the opinion of TSAL are unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile or perishable;
• Oversized Baggage, unless in compliance with Section 11.3.
• Live animals.

Firearms and ammunitions, other than for hunting and sporting purposes are prohibited from carriage as Baggage or on person. Customers need to declare about the carriage of firearm/ammunition at the time of check-in or before security screening of the Checked-in Baggage, orally or in writing. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked-in Baggage if the following documents are provided;

• Valid license in original (to be valid for origin as well as destination)
• Weapon serial number
• Letter of invitation signed by the President or Secretary of the organising club

Firearms must be unloaded with the safety catch on, and suitably packed in a hard-sided lockable container. The screener will check to ensure it. Ammunition should not be carried in loose form and it should be in the proper package. There are restrictions on the quantity of ammunition that can be carried. Carriage of ammunition is subject to Dangerous Goods Regulations of ICAO/ IATA, BCAS, DGCA or equivalent local authority regulations.

Customers shall comply with TSAL’s policy on weaponry, ammunitions and explosives as set out in Annexure II.

Weapons such as antique firearms, swords, knives and similar items may be accepted as Checked-in Baggage subject to approval from DGCA or equivalent regulatory authority as required under Applicable Law.

If any items referred to in Section 9.1.4 or 9.2 are carried, whether or not they are prohibited from carriage as Hand Baggage, the carriage thereof shall be subject to the charges, limitations of liability and other provisions of the Terms and Conditions.

9.3.1. TSAL may refuse carriage as Baggage of items described in Section 9.2 upfront or on discovery of such items. TSAL may further refuse carriage of any such items on discovery thereof.

9.3.2. TSAL may at its sole discretion refuse to carry as Baggage any item because of its size, shape, weight or character.

9.3.3. TSAL may refuse to accept Baggage for check-in unless it is properly packed in suitcases or other suitable containers to ensure safe carriage with ordinary care in handling.

10.1.1. For reasons of safety and security, TSAL may request the Customer to permit a search to be made of his person and his Baggage. If the Customer is not available for the purpose of determining whether he is in possession of or whether his Baggage contains any item described in Section 9.1.4 or 9.2, to permit search of the Customer’s Baggage in his absence.  If the Customer is unwilling to comply with such request, TSAL may refuse to carry the Customer and / or his Baggage and in that event TSAL shall be under no liability to the Customer except to refund him in accordance with the Conditions of Carriage. Any other procedures as may be required under Applicable Law may follow in relation to such cases.

10.1.2. In the event that a search / scan causes injury to the Customer or damage to his Baggage, TSAL shall not be liable for such injury or damage, unless the same is caused due to TSAL’s wilful misconduct or gross negligence.

Below is the free baggage allowance for International travel,

For travel to Singapore, Dubai, Doha, Dhaka and Bangkok

For travel to London, Paris or Frankfurt:

Infants are entitled to an additional 10kg check-in baggage allowance, irrespective of the class of travel.

11.2.1. Upon delivery of Baggage to be checked-in, TSAL shall take custody thereof and issue a Baggage Identification Tag for each piece of Checked-in Baggage.

11.2.2. Checked-in Baggage will be carried on the same Flight as the Customer, unless TSAL decides that this is impracticable. This decision will be keeping in mind the safety, security or operational reasons to carry it on an alternative Flight, in which case TSAL will carry Checked-in Baggage on the next Flight on which space is available.

11.2.3. Customer must refuse to carry, in his Checked-in Baggage, packages or objects received from strangers.

11.2.4. Detailed information on items classified as dangerous goods and restricted articles is set out in Annexure I and Annexure II.

11.3.1. Maximum dimension for Checked-in Baggage (that is length, height and width) should not exceed 158 centimetres. In the event Checked-in Baggage exceeds the permitted dimensions of 158 cm and the same be accepted by TSAL at its sole discretion and upon payment of USD $125 by the Customer.

11.3.2. TSAL has the following rules for carriage of LCD / LED TVs or any similar type of television:

i. Maximum two LCD / LED TVs or any similar type of television, can be carried by one Customer in Checked-in Baggage.

ii. Standard excess Baggage charges will apply in addition to above, if the total weight exceeds the free Baggage allowance.

iii. Maximum size of LED / LCD TV or any similar type of television / accepted for carriage is 55 inches. For LED/LCD TV up to 39 inches, no charge shall be levied provided the same is within the overall Baggage limit; however, for each LCD/LED TV between 39 inches and 55 inches, an additional Baggage handling charge of USD $125 will be collected from the Customer at the time of check-in.  

11.4.1. There are two ways you can purchase excess baggage:

11.4.1.1. At the Airport, 

i. For Dubai, Singapore, Bangkok, Doha, Dhaka and Kathmandu - Baggage at the airport will be charged at USD 12 per kg or equivalent amount in local currency. Please note, customers will be charged an additional fee at the Dubai Airport when purchasing excess baggage.

ii. For London, Paris and Frankfurt, additional piece Baggage concept is followed,

• Any extra ‘piece (pc)’ of Baggage over and above the free baggage allowance would be charged at USD 220 per piece or equivalent amount in local currency.

• Any extra weight between 23-32 kg would be charged at USD 100 per piece or equivalent amount in local currency.

11.4.1.2. Online – You can also pre-purchase excess baggage online (only additional weight over and above your allowance) at concessional rates up to 6 hours before departure. For more information please refer to Excess Baggage page.

11.5.1. TSAL will or cause its ground handling agencies to make reasonable endeavours to ensure that the Checked-in Baggage of Customers arrives in a safe condition.

11.5.2. The Customer is advised to collect his Checked-in Baggage as soon as it is available for collection at the place of destination from the relevant conveyor belts / Baggage collection point. TSAL shall not have any liability whatsoever in the event the Customer fails to collect his Checked-in Baggage immediately upon arrival of such Checked-in Baggage on the relevant conveyor belt / Baggage collection point. If any unclaimed Checked-in Baggage of a Customer is noticed by TSAL on the relevant conveyer belt / Baggage collection point, it may handover such Checked-in Baggage to relevant authorities without any liability or notice to the Customer.

11.5.3. If the Customer is travelling in a group (that is, in one PNR there are more than one Customer) and the Checked-in Baggage is not delivered upon arrival, all the Customers named on the Ticket need to be present at the arrival hall at the time of registering a complaint for the lost Checked-in Baggage. The Checked-in Baggage will be considered as delivered in good condition if the above conditions are not met.

11.5.4. TSAL is under no obligation to ascertain that the bearer of the Checked-in Baggage and TSAL is not liable for any loss, damage, or expense arising out of, or in connection with its failure to ascertain so.

11.5.5. Delivery of the Checked-in Baggage will be made at the destination shown in the Baggage Check.

11.5.6. In case of any dispute as to the ownership of the Checked-in Baggage at the time of collection of such Checked-in Baggage from the relevant conveyor belt / collection point, such Checked-in Baggage shall be handed over to such Customer who establishes to TSAL’s reasonable satisfaction, his right thereto by way of producing the Baggage check and identify by means of a Baggage Identification Tag, and if required by TSAL, such person shall furnish adequate security to indemnify TSAL for any loss, damage or expense which may be incurred by TSAL, as a result of such delivery. 

11.5.7. Acceptance of Checked-in Baggage by the Customers without complaint at the time of collection, is prima facie evidence that the Checked-in Baggage has been delivered in good condition and in accordance with the Conditions of Carriage. Every Customer shall be required to raise a Property Irregularity Report (“PIR”) with TSAL officials present in the arrival hall, in case there is a loss of Checked-in Baggage while he is at the respective destination airport at the time of arrival and not after departing from the destination airport. No Checked-in Baggage claim whatsoever will be entertained after the Customer has left the airport. 

11.5.8. In order to ensure that the Customers collect their own Checked-in Baggage only and that there is no confusion, TSAL reserves all rights to do Baggage Identification Tag match upon arrivals either for all Customers or on random basis. In the event where there is a possibility or slightest assumption of Customer picking other Customer’s Checked-in Baggage, TSAL reserves all rights to divulge personal information of such Customer to the law enforcement authorities (in accordance with the Applicable Laws) and will not have liability with respect to the same.

11.5.9. TSAL will not be responsible for, or have any liability in respect of, articles removed from the Customer’s Checked-in Baggage by any airport security.

11.6.1. Customers are strongly advised not to check-in such items as Checked-in Baggage which by their very nature is valuable and/or fragile. Such items include, without limitation, money, jewellery, silverware, glassware, electronic devices, medicines, perishable goods, computers and other electronic equipment, computer software, photographic / video and/or other optical equipment, cameras, negotiable papers, securities, bonds, business and personal documents, samples, passports and other identification documents, title deeds, paintings, artefacts, manuscripts other work of art, antiques, research, unique or irreplaceable items, scholarship items / documents, irreplaceable books or publications or similar valuable items. Such items are not covered under any loss or damage policy of TSAL. In the event the same is carried by the Customer, it will be at the sole risk of the Customer and TSAL shall not be liable for any loss/damage thereof for any reason whatsoever.

11.6.2. In case of fragile items, Customers will be required to sign an undertaking at the time of check-in, which absolves TSAL of any responsibility or liability whatsoever for such items carried by the Customers in their Checked-in Baggage.

11.6.3. In case if the Customer’s Checked-in Baggage is spoilt due to spillage or leakage of glass bottles/jars unsuitably packed, TSAL’s liability for damage is not extended to the same.

11.7.1. When a Customer makes a report for the loss, damage or pilferage of his Checked-in Baggage, a copy of the PIR must be completed by the Customer and provided to TSAL. The PIR must be duly filled up by the Customer which, among other particulars, will contain details of the Travel, lost Checked-in Baggage, etc. 

11.7.2. TSAL assumes no liability for (but not limited to) perishable or fragile items, as set out in Section 11.6. These articles are best carried in hand baggage along with the Customer.

11.7.3. The concerned ATO can be contacted for any claim or status check of lost/missing Checked-in Baggage. The contact details of such office will be mentioned in the PIR raised.

11.7.4. After ascertaining the facts, a Damaged and Pilferage Report (“DPR”) will be prepared. However, the report will not be prepared, if a Limited Release Tag has been issued and damage pertains to the Checked-in Baggage for which it is issued. The Customer will be informed about the conditions of the LRT and TSAL’s limited liability at the time when the LRT is issued to the Customer without limitations.

11.8.1. In order to report damaged Checked-in Baggage, Customers are requested to approach the nearest TSAL airport staff upon arrival.

11.8.2. After ascertaining the facts, a DPR will be prepared. However, the DPR will not be prepared, if an LRT is issued and damage pertains to the Checked-in Baggage for which it is issued. The Customer will be informed about the conditions of the LRT and TSAL’s limited liability.

11.8.3. TSAL shall not be responsible for, or have any liability in respect of, damage caused to Checked-in Baggage in the course of normal handling, including the following:

11.8.3.1. Damage to over packed/oversized Checked-in Baggage; 

11.8.3.2. minor cuts, scratches, scuffs, stains, dents, soil or other normal wear and tear that does not reduce the functionality and normal usage of the bag. wear and tear to Checked-in Baggage, which includes:

i. broken wheels or feet;

ii. loss of external locks, security straps;

iii. damage resulting from over packing and damage to retractable Checked-in Baggage handles;

iv. damage to any protruding part of the Checked-in Baggage;

v. scratches, torn zippers, straps, handles, scuffs, dents soiling or manufacturer defects;

vi. unsuitably packed, perishable, damaged or fragile Checked-in Baggage damaged during transport;

vii. minor cuts;

viii. any other wear or tear;

11.8.3.3. Damage to items of a fragile or perishable nature

11.8.3.4. Checked-in Baggage with manufacturing defects

The concerned ATO can be contacted for any claim or status check of lost/missing Checked-in Baggage. The contact details of such office will be mentioned in the PIR raised.

The Customer will be required to pay a charge for carriage of Checked-in Baggage in excess of the free Baggage allowance.

Hand Baggage and Checked-in Baggage allowance are separate and cannot be clubbed together.

12.1. Hand Baggage

Customers can carry one piece of Hand Baggage. Below is the permissible limit for Hand Baggage:

Hand Baggage is accepted in the cabin subject to the availability of space in the overhead bin or under the seat in front. In the event where a Hand Baggage is over-sized or over-weight, TSAL may require transfer of Hand Baggage to the Checked-in Baggage compartment of the aircraft prior to take-off. In such cases, a Customer’s Hand Baggage will be specially tagged and returned upon arrival, and the same can be collected from the conveyor belts. In an event where the Hand Baggage is transferred to the Checked-in Baggage compartment due to increased weight over and above what is permissible for Hand Baggage or if the Hand Baggage dimensions crosses the maximum dimension limit as abovementioned, the Customer shall be liable to make payment of such excess Checked-in Baggage to TSAL at the then applicable rate per kilo gram for the excess Checked-in Baggage.

Hand Baggage and Checked-in Baggage cannot be clubbed together.

12.2. In addition to the Hand Baggage, the following items are permitted to be carried on board:

i. A ladies’ purse/hand bag;

ii. A camera or binoculars;

iii. A rug or a blanket;

iv. An overcoat or wrap;

v. Reasonable amount of reading material for the Flight;

vi. Infant's feed for consumption during the Flight and Infant's carrying basket, feeding bottle, if an Infant is carried;

vii. A fully collapsible wheelchair or pair of crutches or braces for Customer’s use;

viii. A walking stick;

ix. An umbrella (folding type) not considered dangerous from security perspective;

x. Medicines required during Flight, including an asthma inhaler;

xi. A laptop computer, mobile and tablet (except any device notified to be dangerous by BCAS or equivalent authority).

12.3. Hand Baggage shall not exceed the sum of the 3 dimensions (length, breadth and height) in excess of 45 inches or 115 centimetres.

12.4. Customers shall not be allowed to carry in their Hand Baggage or on person, liquids, gels or aerosols, which include beverages, shampoos, sun tan lotions, creams, tooth paste, hair gels, hair sprays, liquid cosmetics or any other items of similar consistency, exceeding 100 ml, except medicines, inhalers accompanied by prescriptions. These items should be carried in one clear transparent re-sealable, one-litre size plastic bag and will be subjected to the prescribed screening and security checks. For detailed list of restricted items, please refer to Annexure I and Annexure II.

12.5. Carriage of e-cigarettes or any other vaping device in not permitted in Hand Baggage.

12.6. Items removed by airport security

TSAL will not be responsible for, or have any liability in respect of, articles removed from the Customer’s Hand Baggage by any airport security or TSAL’s security.

13.1.1. Security measures/procedure at the departure station

13.1.1.1. Dead body/ human/ crematal remains will be transported as cargo subject to the following security controls:

13.1.1.2. Station security in charge/ security supervisor will examine and validate following documents:

i. Death certificate from a competent medical authority.

ii. Embalming certificate by the hospital/ competent authority.

iii. Permission from the local police authorities for carrying dead body/ human remains.

iv. Valid passport / cancelled passport to establish identity of the deceased.

v. Valid passport to establish identity of the relative/ person accompanying the dead body/ human remains. TSAL prohibits carriage of dead body without any companion.

vi. TSAL will accept dead body/ human remains through cargo only if the same is being accompanied by a Customer on the same Flight. While accepting the dead body/ human remain, the acceptance staff will check the Ticket of the relative/ person accompanying the dead body/ human remain.

vii. From Abroad to India

• Applications to bring dead bodies or human remains or ashes of cremated bodies to India shall be made to the Indian Diplomatic representatives in countries where such representatives are functioning or where there is no such representative, to the Health Officer of the airport at which the dead body is to be landed. 

• Certificate issued by a responsible Municipal or Governmental authority of the country from where the package containing the dead-body, or human remains or ashes of cremated bodies, as the case may be is imported and endorsed by the Indian Diplomatic Representatives, if any, in that country shall accompany the package

viii. From India to Abroad

• For the transmission of dead body or human remains and ashes of cremated bodies from India to any place outside India, the prior written permission of the competent authority of the country of destination as also of the District Magistrate or the Deputy Commissioner or the Chief Presidency Magistrate or the Coroner within whose jurisdiction the death took place shall be obtained. The requirements laid down by the country of destination with regard to the import of dead bodies, human remains or ashes or cremated bodies into its territory shall be complied with by the consignor.

• From international station to India, permission from Indian Mission /Embassy / High Commission is required. From Indian station to international destination, permission from Mission / Embassy / High Commission of such international destination is required.

13.1.1.3. Security measures/procedure at arrival station: 

Dead body/ human remains are to be collected through the cargo terminal by the person whose name is mentioned on the airway bill provided to Customer.

13.1.1.4. In case of acceptance of urns: Urns with ashes are allowed in Hand Baggage.

i. In a crematory container, but it must pass through the x-ray machine.

ii. It is recommended that Customers purchase a temporary container made of wood, plastic or non-lead lined ceramic for transporting their loved one's remains.

iii. In respect to the deceased, under no circumstances will a screener (person responsible for screening the Baggage) open the container at any time, even if the Customer requests that this be done.

iv. If the x-rayed image is opaque, then the next option is to transport the remains in the belly of the plane as Checked-in Baggage. The crematory container will undergo testing for explosive 

14.1.1. Infants below seven days old are not permitted to travel. However, in an exigency when such Infant needs to Travel to receive life-saving treatment within the first 48 hours of delivery, a medical advice clearance (“MEDA”) must be obtained from TSAL’s medical department by contacting CSC. A ‘Fit to Fly’ certificate should be issued by the pediatrician, and the Infant must be accompanied by a doctor (medical escort) with minimum MBBS qualification. Medical escort arrangement and accompanying cost to be borne by the Customer.

14.1.2. For travel of Infant after first 48 hours of childbirth but before 7 days from the childbirth, ‘Fit to Fly’ certificate from treating doctor (who should be minimum MBBS qualified) will have to be presented at the airport check in counter. 

14.1.3. An Infant is not required by law to occupy a customer seat. Proof of age is required, so please carry the Infant’s passport for inspection at the airport on date of Travel.  

14.1.4. An Infant must be accompanied by an Adult who may be a parent, guardian or relative who acts as an escort. The adult may be asked to present their identification/proof of relationship to the Infant at the time of check in or later in the journey.

14.1.5. Infants must hold valid Tickets, must be checked-in and issued a boarding pass. There may be a scenario where the Customer is classified as an Infant at the commencement of the Travel, but the classification changes to Child during the Travel. The Fare of the Ticket of such Customer will change accordingly. For the Customer to be classified as an Infant, he should be an Infant at the time of each departure during the Travel (including Stopovers if any and the return flight as well)

14.1.6. Infants are entitled to an additional 10 kg check-in baggage allowance irrespective of the class of Travel.

14.1.7. Customers with Infants will not be seated on emergency exit row.

The carriage of Unaccompanied Minors requires prior arrangements with TSAL, together with payment of fee of USD $60. 

TSAL provides a dedicated service which ensures that Customer’s children will be looked after for the whole journey. TSAL shall ensure that an Unaccompanied Minor is never left unattended throughout the journey. At the destination, the Unaccompanied Minor is handed over only to the person stated in the Unaccompanied Minor form. Valid passport will be requested before handing over the Unaccompanied Minor to TSAL.

14.2.1. Acceptance of Unaccompanied Minor

i. A child of age between 5 years and one day and under 12 years of age, travelling alone or with one or more Customers who have not yet completed 18 years (subject to Applicable Laws), on the same Flight and class will be considered as an Unaccompanied Minor. 

ii. Children under the age of 5 will not be accepted for Travel alone. They must be accompanied by their legal guardian having an age of 18 years and above, on the same Flight and class. 

iii. Parents/guardians have to ensure that all Unaccompanied Minors are carrying the valid passport, which is mandatory for Travel. 

iv. Unaccompanied Minors who are affected by blindness, deafness, or who are mute (to any degree) will not be accepted for Travel.

v. Unaccompanied Minor will not be accepted for Travel that involves transfer to another airline unless prior arrangements for him have also been made on the other airline.

14.2.2. Travel details of Unaccompanied Minor

i. Detailed information of the Unaccompanied Minor must be provided at the time of Booking.

ii. Adult fare is applicable for children travelling as Unaccompanied Minor. An additional handling fee of USD $ 60 may be applicable. 

iii. This charge is applicable per Flight Coupon.

iv. This charge will be applicable only on Flights. For code share and interline travel, the operating carriers’ rules will apply.

v. When 2 or more Unaccompanied minor from the same family are travelling together on the Flight, a single charge for up to 2 Unaccompanied Minors will be levied TSAL.

vi. Customer will be required to submit a duly filled unaccompanied minor form to TSAL’s staff prior to departure at the point of origin.

vii. TSAL’s ground staff will place the Unaccompanied Minor under the guardianship of TSAL’s cabin crew in-charge on board the Flight.

viii. On arrival, the cabin crew in-charge will hand over Unaccompanied Minor to the TSAL’s ground staff who will then accompany and assist them with Baggage claim.

ix. TSAL’s ground staff will reunite Unaccompanied Minor with the designated guardian at the arrival area. Proof of identity will be requested before handing over the Unaccompanied Minor to the designated guardian.

Customers aged between 12 years and one day to eighteen years are regarded as young Customers and will be entitled to Unaccompanied Minor service provided the same has been requested by their parents or guardians, subject to payment of applicable handling fees of USD $ 60 per young Customer over and above the applicable fare. Parents/guardians may choose to waive the unaccompanied handling of the young Customers by signing the ‘Unaccompanied Minor assistance and handling waiver form’.

Customers are requested to get in touch with the CSC to enquire about any other requirement pertaining to Unaccompanied Minors or young Customers. 

In case of normal and single pregnancies, expectant mothers till the end of 36 weeks of pregnancy may be permitted to Travel provided there are no prior complications. Fit to Fly certificate from the treating obstetrician dated not more than 7 days before the date of Travel is required only if the pregnancy is between 29th and 36th week. Reservation staff may request for the medical certification at the time of Booking. If the Booking and departure dates are more than one month apart, a new certificate should be issued by the Customer’s attending gynaecologist, not more than 3 days before departure. This certificate shall be presented at the check-in counter when requested.

15.1.1. In case of normal and/or multiple pregnancies (e.g. twins etc.), expectant mothers are allowed to travel only upto 32 weeks of pregnancy and a Fit to Fly certificate will be required from the treating obstetrician dated not more than 7 days before the date of Travel only if the pregnancy is between the 29th and 32nd week.

15.1.2. Expectant mothers beyond 32 weeks of pregnancy shall not be allowed to Travel in case of complicated pregnancy. TSAL’s doctor’s clearance by MEDA process and ‘Fit to Fly’ certificate from the treating obstetrician dated not more than 7 days before the date of Travel is required only if the pregnancy is between 29th and 32nd week and additionally between 29th and 32nd week, expectant mothers will require to obtain MEDA clearance from the TSAL’s medical department and must be accompanied by at least an MBBS qualified doctor as medical escort. Medical escort arrangement and accompanying cost to shall be borne by the Customer.

15.1.3. In addition, medical clearance is given by TSAL’s doctor who shall discuss the case on an individual basis with the Customer’s doctor/or will check all the medical documents of the Customer in case treating obstetrician is not reachable.

15.1.4. TSAL, shall, in no way be responsible if any harm has been caused to the Customer due to a false Fit to Fly certificate produced by the Customer and by relying upon such a certificate, TSAL has permitted the Customer to Travel.

Following delivery without complications, mothers are permitted to Travel 48 hours after delivery. If Customer wishes to Travel between 48 hours up to the 7th day following normal delivery, she must obtain a Fit to Fly certificate from her treating obstetrician. After 7 days following normal delivery and in the absence of any complications, Customer can Travel without any restrictions. 

Following a caesarean/complicated delivery, Customer is permitted to Travel one week after delivery, provided Customer have been issued a Fit to Fly certificate by her treating obstetrician

Fit-to-Fly certificate is valid for a period of 10 days from the date of issue. However, in case of any associated complications, the Customer may be requested to produce a more recent certificate (within 48 hours).

In compliance with Special Terms and Conditions and as a part of TSAL’s commitment to serve all its Customers fairly and without discrimination, TSAL has adopted the following policy with regard to the differently abled Customers.

16.1.1. To ensure a seamless check-in and boarding experience, TSAL requests all Customers with reduced mobility to report to the check-in counter at least 2 hours 30 minutes prior to the scheduled time of Flight departure.

16.1.2. Differently abled Customers will receive all possible assistance required for their journey.

16.1.3. All necessary information about the specific requirements of a Customer with reduced mobility should be provided by the Customer at the time of Booking online Tickets or through the CSC.

16.1.4. TSAL will endeavour to collect all the information required from differently abled Customers at the time of Booking to avoid any further inconvenience at the time of Travel. Any medical information collected from Customers with a medical condition or disability will be kept strictly confidential. It will be responsibility of the Customer to provide us with correct, valid and complete medical information.

16.1.5. TSAL shall not refuse to carry persons with disability or reduced mobility and their assistive aids/devices, escorts and seeing eye dogs including their presence in the cabin, provided such persons or their representatives, at the time of Booking, inform TSAL of their requirement(s). 

16.1.6. When a Customer believes he has been refused on the basis of disability, TSAL will provide a written statement stating the reasons of such refusal within 10 days of the incident.

16.1.7. In case of change of aircraft type within TSAL or a partner airline, TSAL will strive to provide similar facilities to Customers with reduced mobility, subject to compliance of regulatory provisions. When the Flight is operated by a TSAL alliance /interline / code-share partner, they may have their own restrictions due to Applicable Laws, in which case the Applicable Laws apply.

16.1.8. In case of in-transit offloading due to unforeseen circumstances, persons with reduced mobility will be allocated accommodation suitable to their needs as far as practicable.

16.2.1. In order to meet the Customers’ needs, TSAL’s reservation team or the airport staff may ask the Customer some questions to determine the level of assistance Customer’s require.

16.2.2. TSAL’s wheelchair service is provided with an attendant at no additional charge. The attendant will assist in transporting within the airport area and to the gate or the aircraft door (depending on the airport facilities).

16.2.3. TSAL’s team is trained in transferring techniques and can assist if Customer is unable to transfer by himself from the wheelchair to/from his seat;

16.2.4. Whilst TSAL will do everything it can to help Customers to their onward Flight, they are requested to be aware that there might be a delay in assisting them during busy periods. TSAL shall not be liable for any such Customer missing onward Flights, TSAL would always advise them to factor in delay times when making their Travel plans.

16.2.5. Please be aware that there might be unpredictable circumstances such as weather or mechanical problems that may call for a last minute unavoidable change, but TSAL will do its best to accommodate Customer’s needs.

16.2.6. If Customer is travelling in a group of 10 or more people and require wheelchairs, please contact the CSC at least 48 hours before scheduled departure.

16.2.7. TSAL expresses its inability to provide Customers with any assistance for personal care needs on-board, such as, eating/drinking, administration of medications, assistance inside the lavatory, or other personal care needs. If assistance is required with any of these, it is recommended that the Customer travels with a safety assistant.

Customers with sight disabilities can travel with or without a sighted companion. If the Customer would like wheelchair assistance or help with directions and/or navigating the terminals, TSAL staff at the airport counters need to be informed. Advance notice of the Customer’s request, atleast 48 hours prior to departure makes it easier for us to make suitable arrangements to ensure a seamless Travel experience.

16.3.1. TSAL requests Customers with visual/hearing Impairment to check-in early for their Flight for a hassle-free experience. If Customer declares independence in mobility within the airport and does not require any staff for assistance, the Customer must ensure to be present at the designated boarding gate at the boarding time advised to him by TSAL.

16.3.2. TSAL boarding gates close 15 minutes prior to the scheduled departure time, post which boarding is not allowed.

16.3.3. Since some of the airports are silent airports, there would not be any sort of announcements made. Such Customers will be boarded first.

16.3.4. Our cabin crew will not be able to provide any assistance in feeding such Customer or provide lavatory assistance

16.3.5. Due to safety regulations, the Customer with visual/ hearing impairment will not be allocated an exit row seat.

Medical clearance is not required for Customers with sight/ hearing disabilities unless the Customer requires special medical care during Travel or has some other existing medical condition.

Customers who have both a sight as well as a hearing disability (deaf and blind) will need to travel with a Safety Assistant, so that the crew can convey safety instructions in a method of communication (tactile sign language) understood by the Customer. 

16.4.1. All Customers with mobility problems such as fractured legs in plaster or paraplegics will preferably be allocated seats which will allow maximum space for their comfort, subject to load factor.

16.4.2. All Customers with limbs in plaster casts shall preferably be accommodated in seats near toilets and floor level exits provided with slide/raft (not emergency exit row seats).

16.4.3. Acceptance on Flight will be decided as per ‘Medical Clearance Guidelines for Air Travel’ issued by Medical services (copy also available on the Website here).

16.4.4. Due to mandatory safety requirements aircraft aisle cannot be utilized to keep feet/lower limb if knees cannot be bent since aisles need to be clear of any obstruction at all times, during the Flight.

16.4.5. Customer should be able to use aircraft seat in seatback upright condition; at least for duration of take-off, landing and whenever seat belt sign is switched on by the commander in some emergency situations.

16.4.6. deal option in cases where normal seat with seatback in upright position cannot be utilised or is not possible for Customer to bend knees even with additional adjoining vacant seats; will be to place request for stretcher case if available for the departure and arrival location. But this will involve MEDA clearance with filling of MEDIF form by a minimum MBBS qualified doctor and stretcher case requires minimum 48 hours for processing. The stretcher handling fees as specified on the Website will be applicable in such a case.

16.5.1. Customers with psychiatric or emotional disorders shall always travel with a Safety Assistant.

16.5.2. The Safety Assistant shall carry the treating physician’s certificate along with a prescription for a sedative medicine, which may be administered by the safety assistant who is authorised and trained for the same, prior to commencement of travel.

16.6.1. Customers with autism, intellectual disability, dementia, alzheimer's and down syndrome need to book their Flight at least 48 hours prior departure by calling CSC.

16.6.2. While making the reservation, please advise us about your specific requirements and the best way to approach and assist in Travel

16.6.3. Customers with autism, intellectual disability, dementia, Alzheimer’s and down syndrome will be given time to settle in their seat before other Customers board the aircraft.

16.6.4. Customer service and cabin crew team will provide reasonable assistance required other than the ones provided by a Safety Assistant.

17.1.1. A Safety Assistant is any able-bodied person who assists the Customer with disability to exit the aircraft in case of an emergency evacuation, or to establish communication with cabin crew for the purpose of the required safety briefing.

17.1.2. The Safety Assistant shall be at least 18 years and one-day old, physically and mentally able and willing to evacuate the disabled Customer in case of an emergency

17.1.3. The Safety Assistant will be seated next to the Customer, in order to assist in case of an emergency. If a safety assistant is accompanying several Customers with disability, the safety assistant will be seated in the same row as the Customer with disability. In case seats are not available in the same row, then the Safety Assistant is seated in the row immediately in front or behind of the Customer with disability.

17.1.4. Instances of requirement of a Safety Assistant include:

i. Customers traveling in a stretcher: The safety assistant must be a medical / paramedical escort. Decision of TSAL medical services will be final in such cases. In selected cases, TSAL’s internal physician may permit a non-medical safety assistant.

ii. Customers with mental disability who are unable to comprehend or respond appropriately to safety instructions, including the regulatory safety briefing and any other safety related instructions provided in the aircraft.

iii. Customers with a mobility impairment so severe that the Customer is unable to physically assist in his or her own evacuation of the aircraft in case of an emergency.

iv. Customers with severe hearing, vision impairments and speech impairment, (all together) if the Customer cannot establish some means of communication with the cabin crew that is adequate both to allow transmission of the regulatory safety briefing, and to enable the Customer to assist in his or her own evacuation of the aircraft in the event of an emergency.

v. Customers under 12 years of age requiring wheelchair assistance.

vi. Any other disability which TSAL, in its sole discretion decides may affect the safety of the Customer while on board an aircraft.

TSAL does not allow service dogs on board the aircraft. But guide dogs and seeing eye dogs are allowed on board subject to availability of relevant certification.

Wheelchair services may be requested at the time of Booking. Informing TSAL about Customer’s request in advance will help TSAL plan better for the Customer as well as for other Customers with disabilities traveling on the same Flight. Customer may request this service through the Trade Partner, ATO, check-in agent, CSC, or on the Website through the manage Booking process. For a hassle-free experience Customers shall notify TSAL at least 48 hrs prior departure. 

Requirement by the Customer may be as follows:

i. Customer can manage short distances and steps, but requires a wheelchair for long distances. Wheelchair assistance or buggy services will be provided to / from gates (Wheelchair to Ramp).

ii. Customer can manage short distances, but needs a wheelchair for long distances and must be carried up/down steps. Wheelchair assistance will be provided while boarding if stairs are used for boarding and a wheelchair or buggy service for long distances (Wheelchair to Stairs).

iii. Customer is immobile and needs assistance to and from the aircraft seat. Wheelchair assistance will be provided to/from the aircraft seat (Wheelchair to Cabin).

19.2.1. Wheelchairs provided by TSAL may not meet the unique comfort and support requirements of a Customer with a severe mobility disability; therefore it is recommended that Customers who have customized wheelchairs use their personal wheelchairs for safety and health reasons. Such wheelchairs can go till the aircraft door

19.2.2. If Customers wish to check-in their own wheel chair, TSAL shall provide assistance to dismantle and/or reassemble the wheelchair under the supervision of the Customer. However, TSAL shall not be liable for any damage arising while handling the wheelchair. Such checked-in wheelchair will be returned to the Customer at the destination airport.

19.2.3. If the Customer wishes to use their own wheelchair at the airport, they are permitted to do so up to the aircraft, whereupon it will be stored in the hold area. At the destination, we will make effort to return it to the Customer as close to the aircraft door as possible. If this is not possible, we will make sure there is a wheelchair available to assist Customer to the Baggage reclaim area.

19.2.4. In the event of loss or damage of Customer’s wheelchair, mobility aids or any equipment relating to the disability which are placed into the Checked-in Baggage is not covered for anything more than the maximum liability under the Conditions of Carriage.

19.2.5. It is recommended that suitable Travel insurance for any equipment be carried along.

19.2.6. Customers are allowed to use their own crutches, braces and / or other prosthetic devices up to the aircraft, and may board with such items as Hand Baggage, provided the Customers are dependent on them.

19.2.7. Customers with disability may use their own manual powered wheelchair till the aircraft door.

19.2.8. Electronic powered wheelchair(s) with a wet-cell battery shall not be accepted since it is corrosive in nature and is considered to be a “Dangerous Good’’.

19.2.9. Electronic powered wheelchair(s) with lithium or non spillable battery shall not be allowed beyond the check-in counter due to safety reasons

19.2.10. Electronic wheelchairs will be dismantled at TSAL’s check-in counters and the Customer needs to carry something to seal the battery terminals to avoid damage to the battery.

19.2.11. Refer to Annexure II for detailed information in restrictions and conditions on mobility devices.

19.3.1. We provide special handling for Customers who, due to their physical or mental condition or in condition where they cannot utilise normal aircraft seat in sitting position; can only travel on a stretcher fitted in the aircraft or require medical clearance in conditions mentioned above.

19.3.2. Provided there’s no change of aircraft at intermediate points, TSAL accepts carriage of stretcher on all domestic Flights. Stretcher for international locations is subject to availability of equipment and aircraft type. Carriage of Customer on a stretcher aboard the Flight is subject to prior approval, availability and payment of the applicable fees/Fares. Also refer to Section 20 for details regarding medical approval process. 

19.3.3. To make Booking for Customers requiring stretchers, request needs to be placed no later than 48 hours prior to the scheduled time of departure of the Flight

19.3.4. Bookings of stretcher carriage can only be made through the CSC. Customers may contact CSC to enquire about the process and restrictions associated with such travel.

19.3.5. Fare charged will be nine times the basic one-way highest Adult Economy Class Fare plus all applicable TFCs for the Customer travelling on the stretcher.

20.1.1. MEDA clearance will have to be obtained minimum 48 hours and maximum 10 days before the actual date of Travel, in case the Customer has the following; 

20.1.1.1. Suffers from any disease, which is believed to be actively contagious and communicable;

20.1.1.2. Who, because of certain diseases, or incapacitation may have or develop an adverse physical condition which could have an adverse effect during Flight and on safety and emergency evacuation procedures;

20.1.1.3. Would require medical attention and/or special equipment to maintain their health during the Flight;

20.1.1.4. There exists a possibility of medical condition aggravated/worsening during or because of the Flight;

20.1.1.5. Customer who;

• would be travelling in a stretcher or incubator;

• needs medical oxygen during the Flight; or

• needs to carry specialised medical equipment inboard for medical treatment / oxygen (like POC i.e. ‘Portable Oxygen Concentrator’ and/or any other medical equipment on-board, also refer to Section 20.6)  

20.1.1.6. Complicated (single/multiple) pregnancy cases between 29 to 32 weeks as set put in Section 15.

20.1.1.7. In case of Infant, within first 48 hours of childbirth/delivery. Also, in any other case if newborn suffers from serious illness which may be covered in above mentioned points, as set out in Section 15.

• Forms required for MEDA clearance are made available by TSAL on the Website. 

• Any decision of the TSAL medical team related to additional medical assistance, type of escort required (as and if applicable) will be final.

If Customer is planning to travel with TSAL and require any of the below mentioned special assistance, Customer should contact CSC to make his Booking so that TSAL are able to provide him the best possible service. 

20.1.2. Carriage of life saving and other medical equipment on board: A ‘Physician’s Statement for medical equipment’ form filled by a (minimum MBBS qualified) doctor is required. This form is available on the Website in the section of ‘Special Assistance’. You can download it here.

20.1.3. Medical clearance is required for medical oxygen requirement on board, recent major surgeries/hospitalisations/illnesses/injuries, suffering from infectious diseases, any medical condition which may require medical attention/special treatment on board, any medical condition which may deteriorate due to aircraft /airport environment or pose safety/security risk to the Customer herself/himself or to other Customers and crew members traveling in aircraft.

20.1.4. For medical clearance MEDIF form (available on the Website here) will need to be filled and submitted as per instructions mentioned therein,

20.1.4.1. Part 1 of MEDIF form: To be filled by Trade Partner or Customer themselves. All travel details are to be completely and compulsorily filled. Declaration in Part 1 is also compulsory and should be signed by Customer or his/her relative/representative.

20.1.4.2. Part 2 and 3 of MEDIF form: To be filled and signed with stamp of doctor (minimum MBBS qualified only will be accepted). All columns to be filled. No column to be left blank. If any column is not relevant, please mention ‘Not Applicable’ therein.

20.1.4.3. MEDIF form which will be submitted by the Customer needs to be complete in all aspects. Incomplete or casually filled MEDIF forms may cause delay in processing medical clearance. Medical clearance timeline will be followed from the time MEDIF form complete in all aspects is received. 

20.1.5. If medical condition of the Customer suddenly/unpredictably deteriorates at the time of boarding (despite obtaining MEDA clearance beforehand) then boarding may be denied and will cause offloading of the Customer for further assessment and treatment at airport medical centre, in the interest of health and safety of the Customer.

20.1.6. For detailed clearance guidelines, please refer ‘Medical Clearance Guidelines for Air Travel’ document on the Website in the section of ‘Special Assistance’. You can download it here.

20.1.7. Minimum time for medical clearance application is 48 hours before the Flight and for stretcher case handling it is minimum 48 hours before the Flight from the time MEDIF form complete in all aspects is received. In case incompletely filled form is received, then 48 hours will be from the time MEDIF form complete in all aspects is received.

20.1.8. Maximum duration before the Flight when such application can be made is 10 days before the Flight.

20.2.1. Customers who are diagnosed epileptics, and if 24 hours have passed since their last epileptic fit, will be able to travel aboard the Flight. This is on the condition that they are carrying their medication with them in their Hand Baggage and are carrying a Fit to Fly certificate, which has been issued within 48 hours prior to departure.

20.2.2. If Customer has suffered from an epileptic fit/convulsion during the 24 hours preceding departure, he/she will not be accepted for the Travel on the Flight.

20.3.1. Customers who have a diagnosed psychiatric illness are required to provide a Fit to Fly certificate issued within 48 hours of scheduled departure time. If the Customer has suffered from any psychiatric conditions which required hospitalization or sedative medical treatment within the last 14 days prior to Travel, then MEDA clearance will be required.  

20.3.2. We request Customers suffering from epilepsy/mental disorders to carry extra amounts of medicine to cover unexpected situations and advise them to avoid alcohol consumption prior to Traveling, ensure they are properly rested and avoid sleep loss, fatigue and exhaustion.  

20.3.3. We also offer a meet and assist service to facilitate the travel. If the Customers require any assistance within the airport, Customer are to identify their need(s) at the time of Booking via the CSC.

20.4.1. Customers must bring their own spinal support equipment and should be fully responsible for installation, usage and removal.

20.4.2. Customer supplied spinal support equipment will be carried free of charge.

20.4.3. If a Customer is planning to Travel with Spinal Support Equipment, TSAL recommends that he contacts CSC, at least 7 working days prior to departure and inform us of your SSE specifications.

20.4.4. TSAL’s engineering team will then check to ensure that the Customer’s equipment can be accommodated safely in the aircraft.

If Customer is travelling with an internal medical device, such as a pacemaker or a defibrillator, TSAL needs to be informed while making the Booking and also at the airport, to the security personnel conducting your screening, before the process begins.

20.6.1. Only Portable Oxygen Concentrator (“POC”), approved by Federal Aviation Administration (“FAA”) is permitted on board Flight either as Checked-in Baggage or Hand Baggage, free of cost, subject to following conditions being met:

20.6.1.1. A request for carriage or use of the POC on board being made by the Customer to TSAL a minimum 48 hours in advance from the scheduled departure time in prescribed format by submitting ‘Physician's Statement for Medical Equipment Form’. You can download it here. As per instructions mentioned therein minimum 48 hours in advance of the Flight departure;

20.6.1.2. POC should not cause any interference with the electrical, navigation or communication equipment on board;

20.6.1.3. Customer carrying the POC on board must comply with all security requirements and instructions communicated by the crew, from time to time;

20.6.1.4. Customer alone will be solely responsible for packing, assembling, dismantling or facilitating administration of POC both on ground and on board. TSAL will under no circumstances be liable or responsible for the same.

20.6.1.5. Notwithstanding anything contained herein, TSAL, in its sole discretion, reserves the right to refuse carriage of the POC, if it is likely to endanger the safety of the aircraft or of any person;

20.6.1.6. Customer or their escort/traveling companion will be responsible to operate POC. Cabin crew are not trained to operate POC.

20.6.1.7. Provision for carriage of spare extra batteries for the POC and to cover additional Flight duration in case of unforeseen delays will have to be made by the Customer, as there is no charging facility available on board the aircraft. Hence equipment should be battery operated.

20.6.1.8. Security clearance of equipment is still subject to airport security agency (CISF), and any TSAL employee cannot influence their decision. Hence advised to carry all medical documents and technical equipment documents of POC with the Customer in Hand Baggage at time of travelling, in case same is required by airport security agencies.

Above mentioned points will also apply to any other medical equipment which Customer wishes to carry inside the cabin as Hand Baggage.

20.6.2. If POC is to be carried as Checked-in Baggage:

20.6.2.1. For safety purposes, Customer must ensure that the POC prior to check in is empty and free of pressure. Thus, if the POC was used before coming to the airport, then the Customer must to reset the POC to avoid any residual oxygen in the equipment;

20.6.2.2. If POC operates on lithium battery, battery should be removed and carried by Customer as Hand Baggage. If POC operates on any other type of battery, battery should be removed and packed separately in such a way that battery terminals do not come in contact with any metal objects. Carriage of such batteries will further be subject to applicable regulatory requirements including but not limited to those mentioned under the Aircraft (Carriage of Dangerous Goods) Rules, 2003, ICAO Technical Instructions for the Safe Transport of Dangerous Goods by Air, the IATA Dangerous Goods Regulations.

20.6.3. If POC is to be carried as Hand Baggage

20.6.3.1. Customers carrying/using the POC on board shall be assigned only a window seat, except on emergency exit and front rows. Such Customers shall not be seated on middle or aisle seats. TSAL reserves rights to change seats of such Customers, if required.

20.6.3.2. Such Customers must be capable of seeing, hearing and understanding the POC device warnings and should be in a position to take appropriate action, without assistance, in response to those warnings;

20.6.3.3. During taxi, take-off and landing the POC, if being used must be stowed under the seat in front.

20.6.4. During an unlikely event of decompression (means in case of decrease of cabin pressure)

20.6.4.1. Customers must wear the oxygen mask from the overhead panel as a primary source of oxygen and not their POC, as the oxygen mask would ensure a continuous flow of oxygen and would also minimize the chance/ effects of decompression sickness. 

20.6.4.2. TSAL has a list of FAA approved POCs, such list is indicative and not exhaustive. Customer to call CSC or Airport operation to clarify if his POC is approved for carriage in TSAL’s aircraft.

Carriage of pets is not allowed on Flights due to unavailability of temperature control facility for the cargo hold of TSAL’s aircraft.

22.1. General

22.1.1. Refunds for tickets purchased through the Website, CSC and ATO through credit / debit cards, net banking and other electronic means will be processed within 7 days from the day of cancellation by TSAL to the payer’s account.

22.1.2. TSAL shall endeavour that the refund of any Ticket issued by a Trade Partner is processed within 30 working days. In the event of any delay in receipt of payment beyond 10 working days by the Trade Partner, Customer should promptly inform TSAL of the same.

22.1.3. If Ticket has been issued by the Airport Ticketing Offices through cash transaction, the refund will be processed at any of the Airport Ticketing Offices only.

22.1.4. TSAL will refund the TFC collected from Customers on cancellation of Tickets.

22.1.5. TSAL does not offer refund of any Ticket which has exceeded its maximum validity as per the Fare Rules from ticketed last flight date.

22.1.6. TSAL shall be entitled to make refund:

• In case of Tickets purchased through cash, either to the person named in the Booking, or to the person who has paid for the Booking; and

• In case of Tickets purchased through a mode other than cash, to the person who has paid for the Ticket,

22.1.7. In both the abovementioned cases, upon presentation of government issued proof of identity by such person holding himself out as a person to whom refund may be made, shall be deemed a proper refund, and shall discharge TSAL from liability and any further claim for refund from any person.

22.2. Right to refuse refund

TSAL may refuse refund when application thereof is made after the expiry of the validity of the Booking in accordance with Fare Rules.

22.3. Refund Currency

22.3.1. All refunds will be subject to Applicable Laws in which the Booking was originally made and the country in which the refund is being made.

22.3.2. Subject to the foregoing provision, refunds will be made in the currency in which the Booking was paid for, or, at the option of TSAL, in Indian Rupees, or in the currency of the country where the Booking was made or where the refund is being made, in an amount equivalent to the amount due in the currency originally collected, after deducting any applicable fees and/or charges.

23.1. Conduct on Board the aircraft

23.1.1. If, in TSAL’s reasonable opinion the Customer conducts himself aboard the aircraft in such a manner, so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instructions of the crew including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other Customers or the crew, TSAL may take such measures as we deem reasonably necessary to prevent continuation of such conduct, including restraint. Customer may be disembarked and refused onward carriage at any point and may be prosecuted for offences committed on board the aircraft. 

23.1.2. If such Customer does not refrain from the aforesaid behaviour and if fails to comply with TSAL’s instructions immediately, the pilot-in-command may decide to land the aircraft at the nearest available location and offload the Customer, in which event, the Customer will be held liable for any damages/losses (including the diversion costs) thereof. On arrival, details of the Customer’s conduct will be reported to the state police / law enforcement authorities for necessary action, which may lead to initiation of appropriate legal proceedings against such Customer. In case of conviction, Customer will be liable for the consequences, including, fine and/or imprisonment in accordance with the Applicable Laws. In addition, appropriate proceedings may be initiated for Customer’s inclusion on the TSAL’s No-Fly List. Upon conclusion of the said proceedings, the Customer may be banned from taking Flights as well as by other airlines.

23.1.3. If, as a result of conduct by a Customer of the sort mentioned in this section, TSAL decides, in the exercise of TSAL’s reasonable discretion, to divert the aircraft for the purpose of offloading that Customer, the Customer must pay all costs resulting from that diversion.

23.2. Electronic devices

The use of cell phones, transmission devices and remote-control toys on board is prohibited. The use of cell phones is only permitted if the aircraft equipped with functioning mobile telecommunication technology. Please pay attention to crew announcements and written information on board at all times, such as the Fly Net Guide. Making VoIP calls is prohibited nor is it possible, since the technology has been disabled. Video cameras, laptops, MP3 players, CD player and computer toys are allowed when the fasten seat belts sign has been turned off. 

23.3. Non-Smoking Flights

All Flights are non-smoking flights. Smoking is prohibited in all areas of the aircraft.

24.1. General

24.1.1. The Customers shall be solely responsible for obtaining all required travel documents and visas and for complying with all Applicable Laws and travel requirements. 

24.1.2. TSAL shall not be liable for any aid or information given by any Trade Partner or employee of TSAL to any Customer in connection with obtaining necessary documents or complying with Applicable Laws whether given in writing or otherwise, or for the consequences to any Customer resulting from his failure to obtain such documents or to comply with such Applicable Laws.

24.1.3. TSAL shall not be liable if it determines that what it understands to be Applicable Law requires that it refuse to carry a Customer.

24.2. Travel Documents

Prior to travel, the Customer must present all exit, entry, health and any other documents required by Applicable Laws, and permit TSAL to take and retain copies thereof. TSAL reserves the right to refuse carriage if the Customer does not comply with these requirements, or their travel documents do not appear to be in order, or who does not permit TSAL to take and retain copies thereof.

24.3. Refusal of Entry

If the Customer is denied entry into any country, he will be responsible to pay any fine or charges assessed against TSAL by the government of such country and for the cost of transporting him from that country to his point of origin.

The Fare collected for carriage to the point of refusal or denied entry will not be refunded by TSAL.

24.4. Customer responsible for fines, detention costs etc.

If TSAL is required to pay any fine or penalty, or it incurs any expenditure by reason of the Customer ’s failure to comply with Applicable Laws, or to produce the required documents, the Customer shall reimburse to TSAL, on demand, any amount so paid or expenditure so incurred by TSAL. TSAL may apply towards such payment or expenditure, the value of any unused carriage on the Customer ’s Booking, or any of the Customer ’s funds in TSAL’s possession.

24.5. Customs Inspection

If required, the Customer shall attend inspection of their Baggage, by customs or other Government officials. TSAL will not be liable to the Customer for any loss or damage suffered by them in the course of such inspection or through their failure to comply with this requirement.

24.6. Security Inspection

The Customer shall agree to any security checks by Governments, airport officials or by TSAL.

The Customer recognizes that personal data which has been provided to TSAL for the purposes of making a Booking, may be used by TSAL for obtaining and for providing ancillary services or products that may be offered by TSAL and/or its Trade Partners from time to time, developing and providing services and making available such data to government agencies, in connection with the Customer’s Travel. The Customer consents that such personal data may be used by TSAL or its Trade Partners to check online credit/debit/identity fraud and also to improve the experience of the Customers with TSAL.  In addition, TSAL’s Privacy Policy shall be applicable for use of any personal data.

In compliance with the Indian Civil Aviation Requirements Section 3 - Air Transport Series 'M' Part IV Rev-3, Dated 27th February 2019 the following is applicable where TSAL is liable to pay compensation to Customers who are denied boarding:

26.1.1. In case of overbooking of Flight, TSAL will ask for volunteers to give up their seats so as to make seats available for the other booked Customers in exchange for benefits as deemed fit by TSAL.

26.1.2. In case a Customer is denied boarding against his will, TSAL will try its best to arrange an alternate Flight, that is, scheduled to depart within one hour of the original schedule departure time of the initial reservation, failing which TSAL shall compensate the Customers as follows:

^* Base fare is inclusive of fuel charge.

If a Customer booked on connecting Flight, is delayed at departure station due to denied boarding and arrives at the final destination at least 3 hours later than the scheduled arrival time, TSAL (if it is the first carrier) shall compensate him as per Terms and Conditions.

26.1.3. Mode of compensation

TSAL shall offer Customers the abovementioned compensation in the following modes:

•  Cash, subject to availability, or
•  Bank transfer, or
•  Card reversals, or
•  Options as may be offered by TSAL, subject to the Customer signing an indemnity form in the format prescribed by TSAL in person.

26.2.1. In case of Flight cancellation, TSAL shall endeavour to inform Customers at least 2 weeks before scheduled departure and arrange alternate Flight/refund as acceptable to the Customer.

26.2.2. TSAL shall try to offer alternate Flight departing within 2 hours of booked scheduled departure, in case information about cancellation is provided to the Customer less than two weeks before and upto 24 hours of booked scheduled departure.

26.2.3. Claims to compensation arising due to no information as stated above are applicable, provided Customer's relevant contact information is available e.g. working telephone numbers (landline or mobile) or e-mail ID has been provided in the Booking. (Trade Partner’s contact details are not deemed to be sufficient contact details.)

26.2.4. If TSAL fails to inform Customer as per provisions of this section, it shall refund the Ticket amount and provide compensation as follows:

^* Base fare is inclusive of fuel charge.

26.2.5. Customers not sharing relevant contact information in the Booking, will not be entitled to any financial compensation. TSAL shall either refund the Ticket or endeavour to make alternate Travel arrangements as per Customer’s choice.

26.2.6. TSAL shall offer Customers meals and refreshments free of charge, in accordance with the time of wait, if they have already reported at the airport as per original Flight time and are waiting for the alternate Flight.

26.2.7. TSAL shall follow passenger rights and compensation laws of the point of origin of the disrupted Flight if applicable. 

26.2.8. Mode of compensation

TSAL shall offer Customers the abovementioned compensation in the following modes:

1. Cash, subject to availability, or
2. Bank transfer, or
3. Card reversals, or
4. Options as may be offered by TSAL, subject to the Customer signing an Indemnity Form (in the format prescribed by TSAL) in person or sending the signed copy of the same via e-mail

If the customer has arrived at the Airport and there is delay in departure of Flight TSAL shall offer Customers meals and refreshments / temporary accommodation free of charge, in accordance with the time of wait, if they have already reported at the airport as per original Flight time 

TSAL shall follow passenger rights and compensation laws of the point of origin of the disrupted Flight if applicable.

26.4.1. Where Regulation (EC) No 261/2004 applies, the foregoing provisions in relation to TSAL’s liability for compensation, expenses, assistance and/or re-routing must be read subject to any rights arising under that Regulation. 

26.4.2. In relation to passengers’ rights under Regulation (EC) No 261/2004, please refer TSAL’s website here.

27.1.1. TSAL is not obliged to pay compensation or provide facilities where cancellations and delays have been caused by an event of force majeure that is, extraordinary circumstances beyond the control of the airline, the impact of which lead to the cancellation/delay of Flight(s), and, which could not have been avoided even if all reasonable measures had been taken by the airline. Such extraordinary circumstances may in particular occur due to political instability, natural disaster, civil war, insurrection or riot, flood, explosion, government regulation or order affecting the aircraft, strikes and labour disputes causing cessation, slowdown or interruption of work or any other factors that are beyond the control of the airline.

27.1.2. Additionally, TSAL would also not be liable to pay any compensation in respect of cancellations and delays clearly attributable to Air Traffic Control, meteorological conditions, security risks, or any other causes that are beyond the control of TSAL but which affect their ability to operate flights on schedule.

27.1.3. Extraordinary circumstances should be deemed to exist where the impact of an air traffic management decision in relation to a particular aircraft or several aircraft on a particular day, gives rise to a long delay or delays, or any overnight delay, or the cancellation of one or more flights by that aircraft, and which would not be avoided even though the airline concerned had taken all reasonable measures to avoid or overcome the impact of the relevant factor and, therefore, the delays or cancellations.

27.1.4. Extraordinary circumstances include, without limitation, the following events as not being within the control of TSAL:

•  Bandh or other similar shutdown / hartaal / strike
•  Bird Strike
•  Operating Crew unable to reach due congestion on roads.
•  Security congestion at airport terminals
•  Delays in departure due to offloading/gate no-shows
•  Consequential delay due to late arrival of the incoming aircraft due to congestion
•  Inclement weather/storm/cyclone
•  Due to any restrictions from ATC/Airport authority/government authorities

28.1.1. TSAL shall be liable for damage sustained in the event of the death of a Customer or any bodily injury suffered by a Customer, if the accident which caused the damage so sustained took place on board the Flight or in the course of any of the operations of embarking or disembarking.

28.1.2. TSAL shall be liable for damage sustained in the event of the destruction or loss of, or of damage to, any Checked-in Baggage, if the occurrence which caused the damage so sustained took place on board the Flight or during any period within which the Checked-in Baggage was in the charge of TSAL.

28.1.3. TSAL’s liability shall not exceed the amount of proven damages. TSAL shall furthermore not be liable for indirect or consequential damages, unless mandated by the Applicable Laws.

28.1.4. TSAL shall not be liable for any damage resulting from its compliance with Applicable Laws, or from the failure of the Customer to comply with the same.

28.1.5. If the age, physical or mental condition of a Customer is such as to involve any hazard or risk to himself, TSAL shall not be liable for any illness, injury or disability, including death, attributable to such condition or for the aggravation of such condition, during any part of the Travel, including at the airport.

28.1.6. TSAL shall not be liable for any loss caused to the Hand Baggage of a Customer unless such Damage is caused by TSAL’s fault or that of its servants or agents.

28.1.7. These Conditions of Carriage and any exclusion or limitation of liability of TSAL shall apply to and be for the benefit of its Trade Partners, shareholders, consultants, advisors, contractors, officers, servants, employees, agents and other such representatives. The aggregate amount recoverable from TSAL and from such Trade Partners, shareholders, consultants, advisors, contractors, officers, employees, agents and such representatives shall not exceed TSAL’s limits of liability.

29.1.1. TSAL’s liability for damages sustained in the case of death or any other bodily injury to a Customer during the course of carriage by air shall be governed by the provisions in Chapter III of the Montreal Convention including being subject to the circumstances set out in paragraph 29.1.3.

29.1.2. Notwithstanding paragraphs 28.1.1 and 29.1.1, and subject to the circumstances set out in paragraph 29.1.3, in respect of any claim for damages exceeding the sum of the equivalent of 128,821 SDRs, if per Customer, TSAL may be exonerated wholly or partly from its liability exceeding the equivalent of 128,821 SDRs per Customer if it proves that:

(i) the damage was caused by, or contributed to by, the negligence or other wrongful act or omission of a third party; or

(ii) such damage was not due to the negligence or other wrongful act or omission of TSAL or its servants or agents. 

29.1.3. Notwithstanding paragraphs 28.1.1, 29.1.1 and 29.1.2, if TSAL proves that the damage was caused or contributed to by the negligence or other wrongful act or omission of the person claiming compensation, or the person from whom he or she derives his or her rights, TSAL shall be wholly or partly exonerated from its liability to the claimant to the extent that such negligence or wrongful act or omission caused or contributed to the damage. When by reason of the death or injury of a Customer compensation is claimed by a person other than the Customer, TSAL shall likewise be wholly or partly exonerated from its liability to the extent that it proves that the damage was caused or contributed to by the negligence or other wrongful act or omission of that Customer.

29.1.4. In the case of aircraft accidents resulting in the death or injury of a Customer, after establishing the identity of the Customer or the natural person entitled to compensation, TSAL shall, if required by the Applicable Laws, make such advance payments as may be required to meet the immediate economic needs of such Customer or person. Such advance payments shall not constitute recognition of liability of TSAL and may be offset by TSAL against any amounts subsequently paid as damages by TSAL.

29.1.5. TSAL shall not be responsible for, or have any liability in respect of, any illness, injury or disability, including death, attributable to the Customer’s physical condition or for the aggravation of such condition.

29.2.1. TSAL’s liability for destruction, loss, damage or delay to the Baggage is limited to 1,288 SDRs in respect of each Customer except where it is proved that the damage resulted from an act or omission by TSAL, its servants or its agents (provided that, in the case of such act or omission of a servant or agent, it is also proved that such servant or agent was acting within the scope of its employment) carried out either:

(i) with the intention of causing damage; or 

(ii) recklessly and with knowledge that damage would probably result.

29.2.2. TSAL shall not be liable for any loss, damage, or delay of any nature resulting from the transportation and/or delivery of the Checked-in Baggage, to the extent that it resulted from the inherent defect, quality or vice of the Checked-in Baggage.

29.2.3. TSAL shall not be liable for any loss, damage, or delay of any nature resulting from the transportation and/or delivery of the Hand Baggage, to the extent that it resulted from the inherent defect, quality or vice of Hand Baggage.

29.2.4. Notwithstanding paragraph 29.2.1, TSAL shall not be liable for damage occasioned by delay if TSAL proves that TSAL and its servants and agents took all measures that could reasonably be required to avoid the damage or that it was impossible for it or them to take such measures. 

29.2.5. Notwithstanding paragraph 29.2.1, if TSAL proves that the damage was caused or contributed to by the negligence or other wrongful act or omission of the person claiming compensation, or the person from whom he or she derives his or her rights, TSAL shall be wholly or partly exonerated from its liability to the claimant to the extent that such negligence or wrongful act or omission caused or contributed to the damage.

29.2.6. Except to the extent inconsistent with the Carriage by Air Act, 1972 or the Convention, TSAL shall have no liability in the event of damage to or loss of articles contained in unlocked or unsecured Baggage. TSAL will also not have any liability for normal wear and tear damage caused to Baggage as a result of normal wear and tear during the course of carriage. All claims for any damage must be substantiated by documented proof of the value of the loss.

29.2.7. Customers are prohibited from carrying fragile or perishable items, items without limitation, money, jewellery, silverware, glassware, electronic devices, medicines, computers and other electronic equipment, computer software, photographic / video and/or other optical equipment, cameras, negotiable papers, securities, bonds, business and personal documents, samples, passports and other identification documents, title deeds, paintings, artefacts, manuscripts other work of art, antiques, research, unique or irreplaceable items, scholarship items / documents, irreplaceable books or publications or similar valuable items.

29.2.8. In all cases of loss/damage/destruction of Baggage, TSAL’s liability under any circumstances shall not exceed the amount of proven damages.

Delay of Customers

29.2.9. In the case of damage caused by the delay of Customers, TSAL’s liability in respect of each Customer is limited to 5,346 SDRs. 

29.2.10. Notwithstanding paragraph 29.2.9, TSAL shall not be liable for damage occasioned by delay if it proves that it and its servants and agents took all measures that could reasonably be required to avoid the damage or that it was impossible for it or them to take such measures.

Any right to damages shall be extinguished if an action is not brought against TSAL within two years of (i) the date of arrival at the destination, or (ii) the date on which the aircraft was scheduled to arrive, or (iii) the date on which the carriage stopped.

These Conditions of Carriage shall be construed by and governed in accordance with the laws of India and the Courts of Delhi shall have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with these Conditions of Carriage.

TSAL reserves the right to vary, amend or alter these Conditions of Carriage at any time without any prior notice or liability thereof. Customer is deemed to have accepted and agreed to any such amendment or alteration made to the Terms and Conditions.

Without prejudice to applicable security rules, passengers are not permitted to carry the following articles into security restricted areas and on board an aircraft and the following list is not intended to be all inclusive and to ensure customer’s security, TSAL may determine that an item not mentioned below in the prohibited items list is prohibited: