Contract Of Carriage

Introduction

When a Passenger buys a Ticket to travel on a flight Shaheen Air International Limited (SAI) operates, he/she enters into a Contract of Carriage with SAI. That contract gives a Passenger the right to be carried on a flight or series of flights and its terms are governed by:
  • The terms and conditions of contract of the Ticket ;
  • These Conditions of Carriage; applicable tariffs; and
  • Carrier’s Regulations.
SAI assumes that the above referenced terms are read, understood and agreed by the Passenger when he makes a reservation or buys a Ticket for travel. This document describes these Conditions of Carriage.
SAI reserves the right to amend or alter these conditions at any time.
For a current copy of this document, always refer to SAI website www.shaheenair.com or SAI’s sales office.

Check-In

The Passenger shall arrive at Carrier‟s check-in location and boarding gate sufficiently in advance of flight departure to permit completion of any government formalities and departure procedures and in any event not later than the time that may be indicated by Carrier or mentioned in the Ticket. If the Passenger fails so to arrive in time at Carrier‟s check-in location or boarding gate or appears improperly documented or not ready to travel, Carrier may cancel the space reserved for him or her and will not delay the flight. Carrier is not liable to the Passenger for loss or expense due to the passenger‟s failure to comply with the provisions of this Article and may render the Passenger liable to pay charges for not utilizing the reserved space.
You are required to bring your photo ID card or original CNIC or passport with you as it is necessary to present to us at the time of check-in and boarding to ascertain your identity.

Refusal of and Limitation on Carriage

Right to Refuse Carriage :
Carrier may, without any liability, refuse carriage of any Passenger or Passenger‟s Baggage for reasons of safety or if, in the exercise of its reasonable discretion, Carrier determines that:
  • such action is necessary in order to comply with any applicable laws, regulations or orders of any state or country to be flown from, into or over;

    Or

  • the conduct, age or mental or physical state of the Passenger is such as to:
    • Require special assistance of Carrier; or
    • Cause discomfort or make himself or herself objectionable to other passengers; or
    • Involve any hazard or risk to himself or herself or to other persons or to property; or
  • Such action is necessary because the Passenger has failed to observe the instructions of Carrier; or
  • The Passenger has refused to submit to a security check; or
  • The applicable fare or any charges or taxes payable have not been paid, or credit arrangements agreed between Carrier and the Passenger(or the person paying for the Ticket) have not been complied with: or
  • The Passenger does not appear to be properly documented; or
  • The Ticket presented by the passenger:
    • Has been acquired unlawfully or has been purchased from any entity other than the issuing Carrier or its Authorized Agent; or
    • Has been reported as being lost or stolen; or
    • Is a counterfeit Ticket ; or
    • Any flight coupon has been altered by anyone other than Carrier or its Authorized Agent, or has been mutilated; or
    • the person presenting the Ticket does not have a valid passport or visa or cannot prove that he or she is the person named in the Ticket and has no documentary proof; or
    • the Passenger uses abusive, threatening or indecent language to any Passenger or any other person including the staff of SAI or behaves in a rowdy manner or appears intoxicated or medically unfit; (in such an event SAI may refuse to refund the Ticket) or
    • The Passenger is in possession of dangerous items or unlawful drugs; or
    • The Passenger is not medically fit for the journey; or
    • The Passenger has committed an offence during check in or during embarkation or on board the aircraft before takeoff.
    • The passenger is likely to violate visa deadline of the foreign destination or other travel restriction.
Note: No denied boarding or other claim will be entertained in the above cases.

Expectant Mothers :
  • In case of pregnancy, medical guidance must be obtained by the Passenger from a qualified doctor before making reservation. In case of normal health and no complication SAI shall carry her without medical certificate clearance upto and including 24th week of pregnancy.
  • From 25th week upto 28th week of pregnancy, passenger‟s acceptance by SAI shall be subject to a medical certificate from a qualified doctor stating her due date and confirming that her pregnancy is uncomplicated. The medical certificate should also advise SAI of the latest date upto which the Passenger is expected to be fit to travel. No Passenger after 28th week of pregnancy will be accepted for travel. Expectant mothers with multiple or complicated pregnancies before the 28th weeks, may travel upon an approved doctor's medical certificate.
  • It is the responsibility of the Passenger to check if Articles 8.2.1 and 8.2.2 of SAI Contract Of Carriage apply to her. If she fails to comply with its requirements or she provides incorrect information about her and subsequently requires in-flight medical assistance, or her flight is diverted so that she may receive medical assistance in connection with her pregnancy, she is liable to reimburse any cost that SAI incurs.
  • Carriage of newly born infants will not generally be permitted until 7 days after delivery. Please ask SAI for further information.

Baggage

Items unacceptable as :
  • The Passenger shall not include in his or her Checked or unChecked Baggage:
    • Iems which do not constitute Baggage as defined in Article 1 of SAI Contract Of Carriage hereof; or
    • 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 the International Civil Aviation Organization (ICAO) and the International Air Transport Association (IATA), and in Carrier‟s Regulations. (further information is available from Carrier on request); in particular, oxidising material, pressure pack cans, radioactive materials, flammable liquids, poisons and infections substances, explosives and firearms, corrosives, flammable solids, miscellaneous dangerous goods, compressed gases and fireworks; or
    • Items the carriage of which is prohibited under any law, regulation or order of any state to be flown from, to or over; or
    • Items which in the opinion of Carrier are unsuitable for carriage by reason of their weight, size or character, such as fragile or perishable items.
    • live animals, except as provided for in Article 9.10 of SAI Contract Of Carriage.
  • Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage in accordance with applicable rules/instructions of the government. Firearms must be unloaded with the safety catch on, and suitably packed. Carriage of ammunition is subject to ICAO and IATA Dangerous Goods Regulations
  • The Passenger shall not include in Checked Baggage fragile or perishable items,money,jewellery,precious metals,silverware,cell phones or cameras or lap top, work of art,negotiable papers,securities or other valuables, business documents, passports and other identification documents or samples.
  • Weapons such as antique firearms, swords, knives and similar if otherwise licensed/permissible items may be accepted as Checked Baggage, but will not be permitted in the cabin. Replicas of weapons are also prohibited in the cabin.
  • If any items referred to in 9.1.1 or 9.1.2 are carried, whether or not they are prohibited from carriage as Baggage, the carriage thereof shall be subject to the charges, limitations of liability and other provisions of these Conditions applicable to the carriage of Baggage.

Right to refuse Carriage :
  • Carrier may refuse carriage as Baggage of such items described in 9.1 of this Article as are prohibited from carriage as Baggage and may refuse further carriage of any such items on discovery thereof.
  • Carrier may refuse to carry as Baggage any item because of its size, shape, weight or character.
  • Unless advance arrangements for its carriage have been made with Carrier, Carrier may carry on later flights Baggage which is in excess of the applicable free allowance.
  • Carrier may refuse to accept Baggage as Checked Baggage unless it is properly packed in suitcases or other suitable containers to ensure safe carriage with ordinary care in handling. See also Article 9.4 of SAI Contract Of Carriage.

Right of Search :
For reasons of safety and security, Carrier may request the Passenger to permit a search to be made of his or her person and his or her Baggage, and may search or have searched the passenger‟s Baggage in his or her absence if the Passenger is not available, for the purpose of determining whether his or her Baggage contains any item prohibited in Article 9.1.1 of SAI Contract Of Carriage or any arms or munitions which have not been presented to Carrier in accordance with Article 9.1.2 of SAI Contract Of Carriage. above. If the Passenger is unwilling to comply with such request Carrier may refuse to carry the Passenger or Baggage.
Checked Baggage :
  • Upon delivery to Carrier of Baggage to be Checked, Carrier shall take custody thereof and issue a Baggage identification tag for each piece of Checked Baggage.
  • If Baggage has no name, initials or other personal identification, the Passenger shall affix such identification in a fastened tag or a secure sticker to the Baggage prior to acceptance. The Passenger is to ensure that the Checked Baggage is sufficiently robust and well secured to sustain the vigor of air carriage.
  • Checked Baggage will normally be carried on the same aircraft as the Passenger, unless Carrier decides that this is impracticable, for its weight or size or for operational reasons, in which case Carrier will carry the Checked Baggage on Carrier‟s next flight on which space is available.
  • Baggage improperly packed will be tagged “LR” and will be carried subject to the conditions written on the LR tag.

Free Baggage Allowance :
Passengers may carry free of charge Baggage as specified and subject to the conditions and limitation as specified in the Ticket or elsewhere
Unchecked Baggage :
  • Baggage which the Passenger carries on to the aircraft must fit under the seat in front of the Passenger or in an enclosed storage compartment in the cabin. Items determined by Carrier to be of excessive weight or size will not be permitted in the cabin.
  • Objects not suitable for transport in the cargo compartment (such as delicate musical instruments and the like) will only be accepted for transportation in the cabin compartment if due notice has been given in advance and permission granted by Carrier. The transport of such objects may be charged for separately.
  • For security and safety reasons, only one piece of hand Baggage which must not be larger than 22x18x10= 45 inches (56x45x25cms) and weighing not more than 7 kilos will be allowed in the cabin.
  • If you have highly valuable items, a musical instrument or diplomatic bag which you wish to carry as unchecked Baggage with you but it exceeds our size or weight limitation, you must purchase an extra seat (subject to availability) for keeping such item next to you. We will not carry as unchecked Baggage any item which exceeds on size or weight limitations. Alternatively it may be placed with other Checked Baggage with an “LR” tag which may not guarantee its safe delivery, since it will be unsecured and will also be subject to extra charge.

Collection and Delivery of Baggage :
  • The Passenger shall collect his or her Baggage as soon as it is available for collection at places of destination or stopover.
  • Only the bearer of the Baggage Check and identification tag, delivered to the Passenger at the time the Baggage was Checked, is entitled to delivery of the Baggage identified by other satisfactory means.
  • If a person claiming the Baggage is unable to produce the Baggage Check and identity the Baggage. Carrier will deliver the Baggage to such person only on condition that he or she establishes to Carrier‟s satisfaction his or her right thereto, and if required by Carrier, such person shall furnish adequate security to indemnify Carrier for any loss, damage or expense which may be incurred by Carrier as a result of such delivery.
  • Acceptance of Baggage by the bearer of the Baggage Check without complaint at the time of delivery is prima facie evidence that the Baggage has been delivered in good condition and in accordance with the Conditions of Carriage and no complaints will be entertained later.

Flight Disruption and Denied Boarding

Schedules :
Carrier undertakes to use its best efforts to carry the Passenger and his or her Baggage with reasonable dispatch and to adhere to published schedules in effect on the date of travel. However, flight times and flight durations are not guaranteed and do not form part of contract as per Conditions of Carriage. Schedules are subject to change without notice. We assume no responsibility for making connection.
  • Contact Information
    • We may need to change the departure time of your flight time and/or the departure or destination airport after your Ticket has been issued. It is your responsibility to give us and our Authorized Agent (if the Ticket has been purchased from the Agent) contact information, (telephone or mobile/cell number) both local and of destination so that we or that Authorized Agent can try to notify you of any change. If the change is not acceptable to you and we are unable to reserve space for you on an alternate flight which is acceptable to you, you will be entitled to full refund of the Ticket. Apart from this we will have no liability to you for any loss or expense whatsoever.
    • It is your duty to provide your contact number while purchasing a Ticket. If no valid telephone or mobile/cell number is provided by you and recorded in the e-Ticket where you can be easily contacted, we may not be able to inform you of any change and will therefore we will not be liable for any damage or consequence of your missing the flight resulting from your own omission.

Denied Boarding :
  • When there are too many passengers for the seats available, the airline (SAI) shall first ask for volunteers to give up their seats in return for agreed benefits. These must include the choice of either refund of the Ticket (with a free flight back to the passenger‟s initial point of departure, when relevant), or alternative transport to the passenger‟s final destination.
  • If the Passenger is not a volunteer, the airline shall pay a compensation equivalent to 50% of the face value of the Ticket excluding Government and Airport Taxes.
  • Compensations may be halved if the Passenger is delayed not more than 4 hours.
  • The airline shall also give the passenger:
    • a choice of either a refund of the Ticket (with a free flight back to his initial point of departure, when relevant) or alternative transport to his final destination, and
    • meals and refreshments, hotel accommodation when necessary (including transfers) and communication facilities.
  • In case of a denied boarding, the Passenger shall be entitled to be compensated and to receive full assistance and in addition, the airline has to foresee alternate transport or re-routing to the final destination at the earliest convenience and subject to availability; or offer a reimbursement of the full cost of the Ticket segments that were not used. This applies provided the Passenger checks-in on time for any flight including non- scheduled and charter flights.

Cancellation :
  • Whenever a passenger‟s flight is cancelled, the airline (SAI) will give him:
    • a choice of either a refund of his Ticket (with a free flight back to his initial point of departure, when relevant) or alternative transport to his final destination; and
    • meals and refreshments, hotel accommodation when necessary (including transfers) and communication facilities.
    • The airline may also have to compensate the Passenger at the same level as for denied boarding, unless it gives him sufficient advance notice. The passengers shall be informed about alternate transport.
  • Refunds may be in cash, by bank transfer, or with the passengers signed agreement, travel vouchers, and shall be paid as soon as practicable.
  • Passengers not getting these facilities may complain to the Head Office of SAI.
  • With regard to financial compensation to be paid for delays, the amount of the Ticket will be refunded if the stranded Passenger does not wish to continue his journey facing a delay for over 5 hours. He shall be entitled to cancel the flight on his own initiative and claim refund of the Ticket not used. However, when financial compensation is to be paid in case of cancellations, airline can in some cases invoke force-majeure and be exempted, but will be obliged to inform passengers about the nature of cancellation. This statement of the airline about the reasons of cancellation could subsequently be used in a court proceedings, which will decide whether the air carrier put all possible measures in place to avoid this situation from happening.

long Delays :
  • The airline (SAI) shall provide immediate assistance if the Passenger has Checked in on time from a Pakistani airport for any flight including non- scheduled/ charter flight, or for any flight to a Pakistani airport when operated by a Pakistani operator from outside Pakistan, and if the airline expects a delay:
    • of 2 hours or more, for flights of 1500 km or less;
    • of 3 hours or more, for longer flights within Pakistan, and for other flights, and for other flights between 1500 and 3500 km.
    • of 4 hours or more for flights over 3500 km outside Pakistan, the airline will serve meals and refreshments, hotel accommodation when necessary (including transfers) and communication facilities.
    • When the delay is 5 hours or more, the airline shall also offer to refund the passenger‟s Ticket (with a free flight back to his initial point of departure, when relevant).
      (Articles 10.2 to 10.4 of SAI Contract Of Carriage are based on ANO 001-ATCP-1.0 dated 31-08-2010)
The above are the facilities that we shall provide to you in the given situations.

Refunds

On failure by Carrier to provide carriage in accordance with the contract of carriage, or where a Passenger requests a voluntary change of his or her arrangements, refund for an unused Ticket or portion thereof shall be processed at the place of issuance of the Ticket.
Person to whom Refund Will Be Made :
  • Except as hereinafter provided in this Article, Carrier shall be entitled to make refund either to the person named in the Ticket, or to the person who has paid for the Ticket upon presentation of satisfactory proof.
  • If a Ticket has been paid for by a person other than the Passenger named in the Ticket , and Carrier has indicated on the Ticket that there is a restriction on refund, Carrier shall make a refund only to the person paying for the Ticket or to that person‟s order. If the Ticket has been issued as non-refundable, no refund will be made.
  • Except in the case of lost Ticket, refunds will only be made on surrender to Carrier of the Passenger coupon or Passenger receipt and surrender of all unused flight coupons intact with the Ticket Cover/Jacket. This requirement will not apply where your Ticket is an Electronic Ticket.
  • A refund made to anyone presenting the Passenger Ticket and all unused flight coupons and holding himself or herself out as a person to whom refund may be made in terms of 11.2.1. or 11.2.2 of SAI Contract Of Carriage shall be deemed a proper refund and shall discharge Carrier from liability and any further claim for refund.
Involuntary Refunds :
If Carrier cancels a flight, fails to operate a flight reasonably according to schedule, fails to stop at a point to which the Passenger is destined or ticketed to stop over, is unable to provide previously confirmed space or causes the Passenger to miss a connecting flight on which the Passenger holds a reservation, the amount of the refund shall be:
  • If no portion of the Ticket has been used, an amount equal to the fare paid;

    or

  • if a portion of the Ticket has been used, the refund will be the higher of:
    • The one way fare (less applicable discounts and charges) from point of interruption to destination or point of next stopover, or
    • The difference between the fare paid and the fare for the transportation used.
Voluntary Refunds :
If the Passenger wishes a refund of his or her Ticket for reasons other than those set out in Paragraph 11.3 of SAI Contract Of Carriage Involuntary Refunds of this Article the amount of the refund shall be:
  • If no portion of the Ticket has been used, an amount equal to the fare paid, less any applicable service charges or cancellation fees; or
  • If a portion of the Ticket has been used, any refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used, less any applicable service charges or cancellation fees.
Refund of Lost Ticket :
If a Ticket or portion thereof is lost, refund will be made on proof of loss satisfactory to Carrier and upon payment of any applicable service charge, on condition:
  • That the lost Ticket , or portion thereof, has not been used, previously refunded or replaced, and
  • that the person to whom the refund is made undertakes, in such form as may be prescribed by Carrier, to repay to Carrier the amount refunded in the event and to the extent that the lost Ticket or portion thereof is used by any person or that refund thereof is made to any person in possession of the Ticket .
Right to Refuse Refund :
  • After the expiry of the validity of the Ticket, Carrier may refuse refund when application thereof is made later than the time prescribed in Carrier‟s Regulations or in the Ticket .
  • Carrier may refuse refund of a Ticket which has been presented to Carrier or to government officials of a country as evidence of intention to depart there-from, unless the Passenger establishes to Carrier‟s satisfaction that he or she has permission to remain in the country or that he or she will depart there-from by another carrier or another means of transport.
  • Carrier may refuse refund of a ticket for any flight on which the Passenger has been refused carriage under Article-8 of SAI Contract Of Carriage.
Currency :
All refunds will be subject to government laws, rules and regulations or orders of the country in which the Ticket was originally purchased and of the country in which the refund is being made. Subject to the foregoing provision, refunds will normally be made in the currency in which the Ticket was paid for, but may be made in another currency acceptable to the passenger. Ticket Refundable Place :
Voluntary refunds will be made only by the Carrier or by its Authorized Agent which originally issued the Ticket. Limitation of your rights :
Unless otherwise stated in these Conditions or in the Ticket, Article-11 represents your only rights against us if your carriage does not take place for any reason whatsoever and we will have no liability for any loss or damage whatsoever.

Conduct Aboard Aircraft

  • If the Passenger conducts himself or herself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstructs the crew in the performance of their duties, or fails to comply with any instruction of the crew, or behaves in a manner to which other passengers may reasonably object, Carrier or Pilot in command may take such measures as it deems necessary to prevent continuation of such conduct, including restraint of the Passenger or his removal from the aircraft and or refusal to carry the Passenger at any time in future.
  • The Passenger may not operate on board the aircraft portable radios, electronic games or transmitting devices including radio controlled toys and walkie-talkies. The Passenger shall not operate any other electronic devices on board without Carrier‟s permission, except that portable recorders, hearing aids and heart pacemakers may be used.
  • When on board an aircraft registered in Pakistan, no Passenger shall:
    • Smoke in the aircraft;
    • Carry any weapon in the aircraft;
    • Enter the aircraft in a state of intoxication;
    • .
    • consume alcohol in the aircraft
  • Any person violating Article 12 of SAI Contract Of Carriage will subject himself to such action as mentioned in Article 12.1 and the matter may be reported to any relevant police or enforcement authority.

Travel Document

General :
The Passenger shall be solely responsible for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or over, and with Carrier‟s Regulations and instructions. Carrier shall not be liable for any aid or information given by any agent or employee of Carrier to any Passenger in connection with obtaining necessary documents or visas or complying with such laws, regulations, orders, demands, and requirements, whether given in writing or otherwise; or for the consequences to any Passenger resulting from his or her failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.

Travel Documents :
The Passenger shall present all exit, entry, health and other documents required by laws, regulations, orders, demands or requirements of the countries concerned. Carrier reserves the right to refuse carriage of any Passenger who has not complied with applicable laws, regulations, orders, demands or requirements or whose documents do not appear to be in order.

Refusal of entry :
If you are refused entry to a country (including a country you transit through while en route to your destination), you must reimburse us in full on request any fine, penalty or charge assessed against us by the government concerned (including detention costs) as well as the fare for transporting you, and an escort if required, from that country. We will not refund to you the fare paid for carriage to the airport where you were refused entry.

Passenger responsible for fines, detention costs and other charges :
You must reimburse us in full on request the amount of any fine, penalty, detention costs, deportation or removal expenses, escorting charges (if any), cost of Ticket (s) issued for you, or any other expenditure we incur because you have failed to comply with any laws, regulations, orders or other travel requirements of the country you have traveled to or because you have failed to produce the required travel documents on seeking entry to a country or you have been refused admission into the country. We may use the value of any unused carriage on your Ticket or any of your funds in our possession to pay sums due to us from you.

Customs Inspection :
If required, the Passenger shall attend inspection of his or her Baggage, Checked or unchecked, by customs or other government officials. Carrier is not liable to the Passenger for any loss or damage suffered by the Passenger through failure to comply with this requirement.

Security Inspection :
The Passenger shall submit to any security checks by government or airport officials or by Carrier. If you do not allow such checks, we may refuse to carry you and your Baggage.

Successive Airlines:
Where your carriage is performed by us and other airlines in succession under one Ticket, or conjunction Ticket , it is likely to be regarded as a single operation.

Liability for Damage

Applicable rules :
Our liability will be determined by Applicable Law including Montreal Convention when applicable and these Conditions of Carriage. Where other airlines are involved in your journey, their liability will be governed by their applicable law and, unless these Conditions of Carriage state otherwise, their conditions of carriage. Article 15 applies to all claims of damages of personal injury or death or damage to Baggage both for international and domestic carriage performed by us.

Scope of liability :
We will be liable only for Damage occurring during carriage performed by us, or in relation to which we have a legal liability to you. Where we issue a Ticket for carriage by another airline, or we check-in your Baggage for carriage by another airline, we do so only as agent for that airline.

General limitations :
General Limitations: Apply to ALL the liability provisions, whether international or domestic carriage.
  • Our liability will be subject to Applicable Law and the Conditions of Carriage provided herein.
  • We are liable for damage sustained in case of death or bodily injury of a passenger upon condition only that the accident which caused the death or injury took place or board the aircraft or the course of any operations or embarking or disembarking.
  • We shall be liable only for recoverable compensatory damages for proven losses and costs. Carrier shall not be liable for indirect or consequential damages.
  • We are not liable for damage that results from compliance by the Carrier with any provision of law or regulation or lawful orders or failure to comply the same provisions by the passenger.
  • If, we prove that damage sustained in case of death or bodily injury or to baggage was caused or contributed by the negligence or other wrongful act or omission of the person claiming compensation, we shall be wholly or partially exonerated from our liability to the extent that such negligence or wrongful act or omission caused or contributed to the damage.
  • If a passenger is carried whose age or mental or physical health is such as to involve any hazard or risk to himself or herself, we shall not be liable for any illness, injury or disability including death attributable to such conditions or for aggravation of such condition.
  • We are liable for damage to checked baggage if it took place on board the aircraft or during the period the baggage remained in-charge of us. However, we are not liable if the damage resulted from the inherent, quality or vice of the baggage. We are also not responsible for damage to protruding items of the baggage, such as wheels, pull straps or handle.
  • We shall not be liable for damage occasioned by delay in the carriage of passengers baggage or cargo and/or cancellation of a flight, if we prove that we or our servant and agent took all measures that could reasonably be taken to avoid the damage or it was impossible for them to take such measures
  • We are not liable for damage to fragile or perishable items, money, jewellery, precious metals, silver ware, negotiable papers securities or other valuables, business documents, photographic appliances, computers, electronic or tele- communication equipment, medication, music instruments, passports and other identification documents or samples which are included in the passengers checked baggage.
  • We are not responsible for damage to unchecked baggage unless such damage is caused by our negligence.
  • In the event of damage, delay or loss the passenger must file a written complaint with us as soon as possible and at the latest within 7 days (in case of damage) for international carriage (within 3 days in case of domestic carriage) and within 21 days for delay or loss for international carriage (within 14 days for domestic carriage), as from the date on which the baggage was made available to the passenger ( in case of delay) or should have been placed at his disposal (in case of loss).
  • If a complaint is not filed in writing within the time limits stipulated all actions against us shall have lapsed and be inadmissible.
  • Receipt of baggage without complaint is prima facie evidence that the same has been delivered in good conditions, unless the contrary is proved.
  • The right to damages shall be extinguished if action is not filed within 2 years from the date of arrival at the destination or from the date on which the aircraft ought to have arrived or from the date the carriage stopped.
  • You shall indemnify and hold harmless for any liability or claim which is beyond what is provided in the Applicable Law and these Conditions of Carriage.
Liability for death or injury of passengers, during international carriage :
  • Our liability for damage sustained by you, in the event of death, wounding or other bodily injury caused by an accident on board our aircraft or during the course of embarkation or disembarkation is subject to the rules and limitations of Applicable Law as well as the following supplementary rules:
  • Our liability is limited to proven damages.
  • Limits of Liability
    • For any proven damages for death or injury during international carriage not exceeding the National Currency Equivalent of 100,000 SDRs, for each passenger, we shall not be able to exclude or limit our liability.
    • The Carrier shall not be liable for damages to the extent that they exceed the limit of 100,000 SDRs if the Carrier proves that:
      (a)such damage was not due to the wrongful act or omission of the Carrier or its servant or agents; or
      (b)such damage was solely due to the negligence or wrongful act of a third party.
    • The amount of compensation is a limit(„not exceeding”) and not a lump- sum, payable under any circumstances. The claimant has to prove the extent of actual damage suffered.
  • We agree to make advance payments to you or your heirs subject to the following terms and conditions:
    • the person receiving payment is a natural person (that is to say, a person in the ordinary sense of the word as opposed to artificial persons or corporations);
    • you are, or the person receiving payment is, entitled to compensation under the Applicable Law;
    • payments will be made only in respect of immediate economic needs;
    • the amount of a payment will be proportional to the economic hardship being suffered as a result of the death, wounding or bodily injury, as may be decided by the Carrier, or as may be laid down under the law.
    • payment will be made without delay after the identity of the person entitled to compensation has been established under Applicable Law;
    • no person will be entitled to receive a payment if he or she or the Passenger to whom the payment relates, caused or contributed to the Damage to which the payment relates, by his or her negligence;
    • all payments will be made subject to the condition that they will be returned to us on proof that the recipient has not complied with or satisfied Article 16 or he or she or the Passenger to whom the payment relates, caused or contributed to the Damage to which the payment relates;
    • payments will be off-set against any subsequent sums payable in respect of our liability under Applicable Law;
    • in respect of death, payment will not exceed the maximum damages for which we may be liable to pay the recipient;
    • the making of a payment will not constitute recognition or admission of liability by us;
    • no payment will be made unless the person receiving payment gives us a signed receipt which also acknowledges the applicability of Articles 16.4 of SAI Contract Of carriage and
    • save to the extent in conflict with any Applicable Law, our decision in relation to the advance payment amount will be final.
Liability for damage to checked baggage during international carriage :
  • We will not be liable for Damage to UnChecked Baggage unless the Damage is caused due our negligence.
  • We will not be liable for Damage to Checked Baggage resulting from the inherent defect, quality or vice of the Baggage (for example, destruction of, or damage caused by or to, fragile, perishable and other items which you are prohibited from including in your Baggage under Article 15.3.9 of SAI Contract Of Carriage) Likewise, we will not be liable for fair wear and tear of Baggage resulting from the usual and normal rigors of transportation by air or damage to protruding parts of Checked Baggage including wheels, pull straps, pull handles etc. Only those items are compensable which constitute “Baggage” as defined in Article-1 of SAI Contract Of Carriage.
  • You must not include in Checked Baggage fragile or perishable items, valuable items (including, for example, money, jewellery, precious metals), computers, personal electronic devices including cell phones or cameras, stored data, any medication or medical equipment which may be required in-flight or during your trip or which cannot be quickly replaced if lost or damaged, house or car keys, valuable documents (including, for example, business documents, passports and other identification documents, negotiable papers, securities deeds) or samples.
  • Our liability for Damage to Baggage is limited to the maximum amounts stated in Articles 17.4.1 to 17.4.2. You buy yourself insurance to cover instances where the actual value or replacement cost of your Checked Baggage or Unchecked Baggage exceeds our liability.
  • Limit of Liability
    • The National Currency Equivalent not exceeding 1000 SDRs (approximately US$1500) per Passenger or as otherwise provided in the Applicable Law.
    • The amount of compensation is a limit(“not exceeding”) and not a lump- sum payable under any circumstances. The claimant has to prove the extent of actual damage. The Carrier therefore has a right to ask for proof of damage.
  • We will increase our liability to you for Damage to Checked Baggage to an amount specified by you and agreed by us at the time you hand your Checked Baggage to us at check-in, but only if you pay to us an additional charge calculated in accordance with our Regulations. But this option may or may not be available.
  • If the weight of your Checked Baggage is not recorded on the Baggage Check, we will presume that it is not more than the free Baggage allowance for the class of carriage for which you were booked.
  • Where carriage of your Baggage is performed by successive airlines, you are entitled to make a claim against us if we are the first or last airline in that carriage, even if the Damage to the Baggage did not occur during carriage by us, subject to Applicable Law.

Processing of Baggage Claim

  • If a passenger on arrival at the destination does not receive his baggage, he must immediately file a Property Irregularity Report (PIR) on the prescribed Form available with the airline staff at the airport. The PIR will help SAI in searching the missing baggage and support passenger’s claim for compensation. If the entitled person (claimant) wants to claim compensation from the Carrier for damage to Checked Baggage, he must notify the Carrier in writing within the time specified in Article 15.3.11. The claim is to be submitted as per “BAGGAGE CLAIM FROM – REVISED available with our staff at airports.
    • All claims for compensation for Damage to Baggage must be accompanied by an itemized list identifying each affected item by description, manufacture and age, together with proof of purchase or ownership for all such items, whenever possible. This will help us determine a fair compensation or else we will exercise our own judgment. Proof of purchase will not be required in relation to any item which costs less than US$5 or Pak Rupee (PKR) equivalent, or is more than 5 years old and has a total claim value of less than US$50 or PKR equivalent.
    • In the case of a compensation claim concerning physical damage to Baggage, we may examine the affected Baggage to assess the nature, extent and reparability of that damage.
    • If claim is about the cost of replacement of an individual item which forms part of a claim for compensation for damage to Baggage, no expense is to be incurred without prior written approval of the Carrier. This requirement will not apply where the total cost of replacement of all items does not exceed US$50 or PKR equivalent. Proof of purchase of all replacement items must accompany the claim. Proof of purchase will not be required in relation to any item which costs less than US$5 or PKR equivalent.
    • For all claims for compensation concerning Baggage, the claimant must provide the information required hereunder or that may be requested to assess the eligibility of the claim for compensation and the amount of any compensation payable.
    • The claimant will be required to sign a statement of truth regarding the facts of the claim for damage to Baggage before any compensation is paid.
    • Failure by the claimant to fully comply with the relevant requirements of this Article may adversely affect the amount of any compensation which may be paid.
    • Acceptance of compensation by the claimant will absolve us from any further liability.
    • Time Limit and Form of Claim Passengers intending to file claims for compensation should file them, as far as practicable, upon arrival at the destination on Company‟s prescribed BAGGAGE CLAIM FORM –REVISED and hand over the same to the Company‟s representative before leaving the Arrival Lounge. In any case, the claim must be filed within the time limit specified in Article 15.3.11 of SAI Contract Of Carriage.
    • If no complaint is made within the times aforesaid, no claim shall lie against us, save in case of fraud on our part. The prompt notice is needed to assist us in gathering evidence to determine validity of the claim.
      (Limits of Liability and Time Limits are based on the Applicable Law)
Guangzhou Contact Details
Shaheen Air Airport Office
Office No : 020-36067395
Fax : 020-36066795
Shaheen Air (GSA) Ticketing Office
Cell No : 181-02293739
WeChat : 181-02293739
Office No : 020-28265681
For Complain :
Station Manager : Anwar Muhammad Khan
Phone No : 020-36067395 , 020-28265681
Email : smcan@shaheenair.com,
             cantrfnl@shaheenair.com




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