Conditions of carriage

1. Liability

The liability of Airnorth under all travel contracts is, in all respects, subject to the provisions of the Civil Aviation (Carrier’s Liability) Act 1959-70 or as amended from time to time. Liability of Airnorth is limited to the following amounts:

• in respect of death or personal injury of the passenger: AUD$500,000.00
• in respect of destruction or loss to registered or checked baggage of the passenger: AUD$1,600.00
• in respect of destruction or loss to cabin baggage of the passenger: AUD$160.00
• such other sums as may be prescribed by applicable legislation for the time being in force.

Limits of liability:

• payments accepted by the company in respect of a ticket are subject to the fare rules applicable to the category of ticket purchased
• the company will not be liable to the purchaser, the passenger, or to any other person for costs or losses resulting from diversion, substitution, alteration, cancellation or delay, or from loss or delay of baggage
• the company will be not liable for consequential or other loss of any kind, arising directly or indirectly from negligence or any act or omission or any other cause in connection with provision or non-provision of carriage or any transport or service and
• the company will not be liable for inaccuracy in any information concerning transport, services or their pricing whether referred to in the ticket or any other document.

2. Passenger Conduct

Airnorth reserves the right to refuse carriage to any person who seeks to travel in violation of any applicable law or tariff or is otherwise in breach of these Terms and conditions of carriage, or who is under the influence of drugs or alcohol, or if it is necessary for the safety or comfort of other passengers or for the protection of property. This extends also to passengers who may have been banned from travelling on any Airnorth flights due to previous incidents relating to the above breaches or violations.

The passenger shall comply with the instructions of the carrier’s servants or agents concerning all matters connected with or consequential to the air service, and shall comply with the conditions of this ticket and the terms of any notice exhibited in the aircraft and shall be responsible for any loss or damage occasioned by non-observance of any instructions, conditions or notice.

The passenger shall not enter or remain on the aircraft while their status or mental or physical condition is in the opinion of any servant or agent of the carrier such as to render them incapable of caring for themselves or involving hazard to themselves, other persons or property and the carrier shall not be bound to provide substituted carriage for a person precluded by reason of this clause from completing their journey.

The passenger shall remain seated during taxiing and when required by the carrier during flight. The passenger shall not smoke in or in the vicinity of the aircraft, throw anything from the aircraft or walk in front of the aircraft or in the vicinity of the engines when entering or leaving the aircraft.

3. Baggage allowance

For full details see Airnorth’s Baggage allowances.

4. Baggage claims

Claims for baggage damaged or lost due to negligence on the part of Airnorth must be reported within 24 hours of the flight arrival at the destination. Claims reported after 24 hours will not be accepted.

All claims must be submitted to Airnorth staff at the destination airport, using specific claim forms provided by Airnorth. The damaged baggage must be sighted by an Airnorth staff with the baggage tag still attached.

Airnorth is not liable for damage to baggage where damage is the result of normal wear and tear (this includes, and is not limited to, scrapes, scratches, damaged handles and wheels). The company is also not liable for damage to straps, handles and other items not part of the baggage structure, overweight items labelled with heavy tags, and baggage if baggage weight exceeds the maximum weight specifications of the manufacturer. Where the manufacturer’s specifications are unavailable the weight limit applied will be 25kgs.

The carrier accepts no liability whatsoever for loss of or damage to any baggage resulting from the inherent defect quality or vice of goods carried or for loss of or damage to registered baggage not collected by the passenger within a period of twelve hours after the arrival of the aircraft at destination.

Except as provided for under the Law, Airnorth is not liable for loss or damage to, or delay in the delivery of the following goods:

• money
• cameras
• computers/laptops
• jewellery and precious metals
• perishable articles
• fragile articles
• business documents
• wallets and purses containing identification and banking cards
• handbags and contents
• mobile telephones
• household and car keys
• strollers
• other valuables
• two or more items strapped/taped/tied together (items must be checked in individually)

Passengers should ensure that accurate details are provided in the booking process so any changes can be notified. To the extent permitted by law, the airline excludes liability for any costs, expenses, losses or damages incurred by the passenger as a result of failure to meet a schedule.

The airline does not guarantee it will be able to carry you and your baggage in accordance with the date and time of the flights specified. Schedules may change and flights may be delayed or cancelled for a range of reasons including but not limited to bad weather, air traffic control delays, strikes, technical disruptions, network changes and late inbound aircraft.

If the airline cannot commence or complete its contract for carriage by air it will, if required by the passenger, forward them as soon as possible to their destination by other available means. Alternatively, the airline shall refund the fare paid by the passenger for themselves and their luggage less the value of any flown kilometres. Beyond providing such substituted carriage or refund, the carrier shall be under no further liability.

If your baggage has not been located within 14 days, a claim form will be sent to you. It is important that you complete the claim form with full details of your missing baggage and its contents, and return it to us as soon as you can. We will then initiate a second-level search and if your baggage has not been located within 21 days of your travel date, we will begin a claim process.

For full details see Damaged, lost and delayed baggage.

5. Dangerous goods

For full details see Airnorth’s Dangerous goods guidelines.

6. Restricted items – international flights

In response to various threats – including those posed by liquid explosives – security arrangements have been reinforced. Passengers on international flights to and from Australia are only allowed to carry a small amount of liquids (including aerosols and gels) in their carry-on baggage. The restriction covers items such as drinks, creams, perfumes, sprays, gels, toothpaste and other similar substances.

Liquids are only allowed in carry-on baggage if they are in containers up to 100ml in capacity and these containers are put in a one-litre, re-sealable transparent plastic bag.

Having carry-on liquids organised in the plastic bag before arriving at the security screening point will minimise delays and disruption. The bags can be purchased at most supermarkets.

1. Containers must not exceed 100ml
2. Containers must fit comfortably within a re-sealable one-litre transparent plastic bag
3. Only one bag per passenger
4. Plastic bag must measure approximately 20cm x 20cm or 15cm x 25cm

Medicines in limited quantities and alcoholic beverages may be carried in checked baggage or cabin baggage- maximum two litres or two kilos.

Exemptions

Passengers may carry on board prescription medicines where the name on the medicine matches the name on the boarding pass. Baby products and non-prescription medicines necessary for the flight are also allowed.

In addition, any person passing through an international screening point may be subject to a frisk search (this selection occurs randomly). All frisk searches are undertaken by a person of the same gender.

For more information on security measures, including the carriage of duty-free, please contact us or go to the Australian Department of Infrastructure, Transport, Regional Development and Local Government website: www.infrastructure.gov.au

7. Fare information

All tickets are issued subject to general conditions of contract and to the terms and conditions of carriage. Specific fare rules vary dependent upon the type of ticket purchased. Please ensure you are fully aware of the specific terms and conditions applying to your ticket before purchase.

Discount airfares on Airnorth services are non-refundable once the ticket has been issued.

For full details see Airnorth’s Fare information page.

8. Fees and surcharges

The total price paid for the ticket may include taxes and other surcharges which are levied by third parties such as airport operators or government bodies and collected by Airnorth on their behalf.

There may be additional fees and surcharges applied by Airnorth. For full details see Airnorth’s Fare information page.

9. Special needs and assistance

Airnorth acknowledges that some customers will need special assistance to meet our conditions of carriage and is committed to accommodate those passengers within the limits of our capability and practicality. Examples of special needs passengers include unaccompanied children, flying when pregnant, travelling with pets or with a medical condition. In order to provide the best possible service Airnorth requires advance notice in certain circumstances for further guidance please check our special needs and assistance section.

For full details see Airnorth’s Special needs page.

Compassionate Fares

Subject to terms and conditions, Airnorth may be able to provide assistance to passengers requiring last minute airfares due to family bereavement or unexpected serious illness.

Contact Airnorth Reservations for further assistance or information.

10. Schedules, Late or Cancelled Flights

10.1 Schedule Changes and Cancellations by Us

10.1.1 Schedules Not Guaranteed

We will use our reasonable endeavours to operate in accordance with our published schedules. However, we do not guarantee the flight times, and they do not form part of your contract of carriage with us.

10.1.2 Flight Changes

(a) Before we accept your booking, we or our Authorised Agent will tell you the scheduled departure time of your flight, and it will be shown on your Ticket.

(b) We may need to change the scheduled departure time of your flight after your Ticket has been issued. If you give us or our Authorised Agent your contact information, we or they will use reasonable endeavours to let you know about any changes.

(c) Prior to your flight, you should check to ensure your flight times have not changed. You should also check the flight departure and arrival information posted at the airport.

(d) If we notify you of a change to your flight or if you fail to check flight departure and arrival information, we will not be liable for any loss that you may suffer subject to any rights you may have under the Aviation Convention or any applicable Australian Consumer Law,   or the Civil Aviation Act 1988 (Cth).

10.2 Significant Change

If, due to Events Within Our Control, after you buy your Ticket we make a Significant Change to your flight, we will, in addition to any other rights you have:

(a) Rebook you on the next available flight (or combination of flights) on our services to your booked destination at no additional cost to you;

(b) Alternatively, at your option, refund the applicable fare;

(c) If you choose to continue travel and the Significant Change occurs on the Day of scheduled travel, resulting in your delay at the departure airport, provide you with meal or refreshment vouchers (or reimburse you for the reasonable costs of meals or refreshments if we do not provide vouchers); or

(d) If your travel with us is delayed overnight and you have already commenced travel on your booking (i.e., you are at an ‘away’ port), use reasonable endeavours to assist you to find overnight accommodation or reimburse your reasonable accommodation costs if we have not provided accommodation.

You may also have rights to remedies under the Australian Consumer Law or the Civil Aviation Act 1988 (Cth).

Unless provided for in these Conditions of Carriage, the Aviation Convention, or any applicable law, such as the Australian Consumer Law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.

10.3 Discontinued Route

If we cease to operate on a route and as a result we cancel a flight for which you have purchased a Ticket, we will:

(a) Offer you a seat on the next available flight on our services for an alternative route to the same destination (if available), and where a connection was arranged by us, a seat on the next available connecting flight; or

(b) Alternatively, at your option, refund the applicable fare.

You may also have rights to remedies under the Australian Consumer Law, or the Civil Aviation Act 1988 (Cth).

10.4 Late or Cancelled Flights (Events Beyond Our Control)

Where we make a Significant Change (4 hours +) to your flight due to Events Beyond Our Control, whether you have checked in or not, we will:

(a) Use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you; or

(b) Alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.

You may also have rights to remedies under the Australian Consumer Law or the Civil Aviation Act 1988 (Cth). We will not be responsible for paying any costs or expenses you may incur as a result of the delay or cancellation, unless otherwise required by applicable laws, such as the Australian Consumer Law. A significant delay is considered to be 4+ hours, in which case you will be provided a refund.

11. Medical needs

Airnorth provides special assistance to passengers who:

• need to travel with a guide dog
• need to travel with a hearing or mobility dog
• require a wheelchair to reach the aircraft
• require two seats for themselves

For your special assistance requirements, please contact Airnorth prior to making a booking.

A passenger with special medical and/or mobility needs is required to travel with Airnorth with an Accompanying Passenger*. If the passenger can travel independently, meaning that they can travel safely without assistance or supervision Airnorth will allow boarding. Please contact Airnorth on 1800 627 474 for further information.

*Accompanying Passenger means a paying passenger who, in our reasonable opinion, can travel independently and is able to and will provide the appropriate assistance, supervision, or both, as is required for the particular customer they are accompanying. As a guide, Airnorth generally will not consider a passenger to be an appropriate Accompanying Passenger for a child unless the passenger is at least 15 years old.

Greater Freedom Fare

A passenger who has special needs must book through Airnorth Reservations on 1800 627 474. If Airnorth requires the passenger to be accompanied in-flight by a safety assistant, a special fare called the “Greater Freedom Fare” may be available for that safety assistant. The Greater Freedom Fare is 10% of the full economy fare and is fully flexible up to the date of travel without additional fees.

If the passenger is remaining longer than three days at the first destination, the safety assistant may return to the uplift point and return to the first destination to accompany the passenger on the return journey. All sectors will be at 10% per person plus taxes and charges when applicable.

Disability Access Facilitation Information Form

Individual customers have different needs and require different types and levels of assistance. To ensure that assistance can be adequately provided, passengers are advised to provide Airnorth with information regarding their requirements prior to travel. This is done through the use of a Disability Access Facilitation Information Form (DAFI) available upon request.

Airnorth respects the privacy of its customers and endeavours to obtain this information once per customer, and to retain it in a special needs profile.

Further information can be found on the Special needs page.

12. Flight schedules

The carrier reserves the right to substitute without notice any other aircraft for that originally scheduled, or to transfer the passenger without notice to the other aircraft at any intermediate stopping place and all the conditions of this ticket shall remain applicable to such substituted carriage.

Connecting Flights

Airnorth does not guarantee flight connections with other airlines/multiple flights or cover expenses resulting from missed connections. It is the passenger’s responsibility when making bookings to allow time for baggage collection and re-check. Travel insurance is recommended.

Minimum connecting time between Airnorth flights:

• Airnorth Domestic to Airnorth domestic – 30 minutes (when holding boarding passes for both flights) otherwise 45 minutes
• Airnorth Domestic to Airnorth International – 90 minutes
• Airnorth International to Airnorth Domestic – 90 minutes

Passengers connecting from another airline’s flight onto an Airnorth service, including codeshare bookings, are required to allow a minimum of 2 hours connecting time.

Passengers connecting from an Airnorth flight onto another airline’s service, are required to refer to the individual carrier’s check in requirements/minimum connecting times.

13. Check-in

In order to ensure on-time departures every passenger should complete check-in formalities at least 60 minutes and no later than 30 minutes before departure for domestic flights and at least 90 minutes and no later than 45 minutes before departure for international flights.

Passengers departing from Melbourne Airport (Terminal 4) should complete check-in formalities at least 90 minutes and no later than 30 minutes before departure.

If passengers have not completed check-in formalities by the minimum times stated travel will not be permitted and depending on your fare conditions, a failure to check-in on time may also result in:

• the loss of the fare. You will need to make a new booking and pay for a new ticket if you wish to travel, OR
• the payment of a change fee plus any difference between the fare for your new booking and the original fare.

Web Check-in Conditions

• You have 15 minutes to complete your web check-in
• The earliest you can use web check-in is 24 hours prior to your flight departure time
• Your original booking MUST have been made with Airnorth or through an Agent that has issued Airnorth travel documents in order to use the application
• Passengers travelling with baggage to be checked in must go to an Airnorth counter to check in baggage and receive a baggage confirmation
• Passengers travelling with cabin baggage only are reminded that this baggage must comply with Airnorth baggage dimensions or they may be required to check in over-size cabin baggage at the Airport. Information on baggage dimensions can be found here.
• By using the web check in application you are confirming you have read, understand and will abide by the Airnorth Dangerous Goods Policy
• You are reminded that you may be asked to produce photo identification at the boarding gate

Qantas Code Share Passengers

• Passengers travelling on Qantas or other carrier travel documents cannot use web check-in

Special Need Requirement Passengers/Unaccompanied Minors

• Passengers with special need requirements or unaccompanied minors travelling on our services must check in with our staff at the airport and not through web check-in

Airnorth Routes Excluded

• Some Airnorth routes are excluded from web check in for operational reasons. You will be directed to contact our Airport staff in the event you try to check in to one of these excluded flights.

14. Security

Domestic Flights

If you have an e-ticket or paper ticket and are travelling within Australia, please bring photographic identification such as a driver’s licence or passport or proof of age card.

Electronic Tickets

An electronic ticket (e-ticket) is a ticket that is stored electronically rather than being printed on paper. You should carry your e-ticket receipt at all times for both international and domestic flights.

Photographic Identification

The following are the only acceptable forms of photographic identification all of which must be valid at the time of travel:

• National passport or
• Motor vehicle driver’s licence issued under a law of the Commonwealth of Australia, or of an Australian State or Territory or
• Document that identifies you, issued by:
  • the Commonwealth of Australia or
  • an Australian State or Territory or
  • by an authority of the Commonwealth of Australia, or an Australian State or Territory; or
  • An aviation security identification card issued by the operator of the aircraft or the operator of an airport in Australia

15. International travel

It is the passenger’s responsibility to ensure that all travel documentation including passports and visas fully comply with the requirements of the country to be visited.

For full details see Airnorth’s Flying internationally page.

16. Smoking

In accordance with Civil Aviation regulations, smoking is not permitted on all Airnorth flights and in all Australian domestic terminals.