We apologize if our rules and conditions are somehow long and complicated to understand. However it is very important information which we are obliged to give you in connection with your purchase.
To ease the understanding we have pinpointed some of the main issues you should be aware of:
- It is your own responsibility to ensure that the information you provided to us during the ordering is correct
- You are solely responsible to investigate and obtain any necessary visas (including transit visa) or other entry formalities to enter or transit any country on your trip
- If an airline allows your ticket to be changed or refunded there will always be a cost associated with this
- KILROY is acting as an agent for the airlines. The airlines deliver the transportation and determine the rules, which apply to the ticket you purchase
And here they are (the conditions):
General terms and conditions for purchase online
1 The agreement
a) By clicking "Buy tickets" the customer accepts the purchase of the tickets. The agreement is binding for both parties, as soon as KILROY travels has got confirmation of the seat reservations, received full payment and issued the tickets. There may be price increases from the airline after the customer has made the booking and KILROY travels have issued the ticket. In this case the customer will be contacted.
b) KILROY travels depends on the airlines giving us correct information, and KILROY travels reserves the right to refund the purchase amount if the ticket cannot be issued due to technical issues.
c) KILROY will check all payments made with credit or debit cards for fraud and reserve the right to cancel reservations where the payment is deemed suspicious. KILROY will refund the full purchase amount to the card used for payment.
2 Agent disclaimers
a) KILROY travels acts as an agent for the airlines. This means, that it is the airlines alone that are responsible for delivering the transportation service. It is the individual airline's terms and conditions that are valid.
b) If the customer buys flight products only, KILROY travels is not responsible if the airline changes departure time or travel route or cancels the flight. Any issues in regards to this, is a case between the airline and the traveler.
3 Travel documents and travel plan
a) As soon the ticket has been issued - normally within 2 working days after receiving the payment, but sometimes it can be a little longer - electronic travel documents will be forwarded to the email given by the customer. The order confirmation shown after completing a booking, which is also forwarded by email, is not the travel documents.
b) The travel times stated in the travel documents are always local times. There may be technical stops en route, in addition to stops indicated when booking. Technical stops are part of the flight between two destinations, and KILROY cannot guarantee, that these are shown at the time of booking or in the travel documents.
c) Contact us for or seat reservations, registration of bonus points and special luggage via help.kilroy.net. Fees may apply. In some case, we are not able to help, and the airlines must be contacted directly. With regards to purchase of extra luggage, in some instances this can only be done at the airport at check-in.
4 Combinations of airlines
a) The booked transportation service can consist of several, unrelated flight tickets. This means that KILROY travels cannot be made responsible for any problems with connection between unrelated flight tickets. Due to this issue different rules may apply to number and maximum weight of luggage on different flights making up the itinerary.
b) Airlines have extensive codeshare agreements, which means that flights may be operated by another airline. This means that when doing a price search, the indicated flight number and logo may belong to one carrier, but the flight will actually be operated by another carrier. It is the operating carrier's rules, including baggage allowance, that is valid for the flight. In general, information about the operating airline can be found under the headline "Operated by". Please note that the airlines reserve the right to at any time change the operating airline for a specific flight. KILROY has an obligation to inform passengers of the identity of the operating air carrier or carriers. This obligation is applicable only if KILROY had been informed of the identity of the operating air carrier or carriers.
5 Taxes and fees
a) Normally all taxes and fees are included in the purchasing price. There are, however, some airport or tourist authority taxes, that are to be paid cash upon departure or arrival, and which cannot be collected at the time of purchase. Normally information about this type of taxes and fees will be included on the travel documents, but changes may be made with short notice without KILROY travels being informed.
b) Be aware that some airlines may charge a fee for checked luggage. Detailed information will not necessarily be shown in the ticket rules when the ticket is being booked. Fees can vary, depending on ticket type, destination or number of bags. For more details, you may check the homepage of the airline(s).
6 Reconfirmation and check-in
a) You do not have to contact KILROY or the airline to reconfirm your ticket. But we do recommend you to check your itinerary for any schedule changes made by the airline. You can find your E-ticket at TripCase.
Please contact KILROY if there have been some major changes that affect your travel.
b) Information from KILROY travels or the airlines regarding terminals and gates are only guidelines, as situations may occur where this has to be changed. When traveling outside Europe you should be at the check-in at least two hours before departure. In general, be at the airport well in advance of your flight as there may be long queues at both check-in and security.
7 Ticket type "KILROY ticket"
a) This ticket type is marked with a yellow "bar" and is only valid for youth and/or full time students, who on the date of departure are under the stated age limit.
b) With a "KILROY ticket" you can, within the validity of the ticket, typically, but not always, change date for a fee. Any changes are dependent upon there being available seats in the same booking class as the ticket has been issued in. A "KILROY ticket" can, for a fee, usually, but not always, be refunded up to 24 hours before the first leg of the trip starts.
c) To travel on a "KILROY ticket" the airlines demand, that the traveler has a valid IYTC card (International Youth Identity Card) or a valid ISIC card (International Student Identity Card) on the whole journey. If the traveler already has a valid card, the card number should be inserted in the booking. If the traveler does not have a valid card, this must be ordered at the time of ticket reservation. When buying a "KILROY ticket" the customer commits to fulfilling the requirements described.
d) If you want to buy a "KILROY ticket" flying from outside of Europe to Europe you will have to be able to document that you left Europe within the last 12 months by sending us the 13-digit ticket number of the ticket you left Europe on as well as a being a permanent resident of Europe.
Failure to document your departure from Europe or if you cannot prove you're a resident of Europe will result in KILROY not being able to issue the ticket due to strict export regulations made by the airlines. In the event of KILROY not being able to issue the ticket normal refund rules and procedures will be applied.
8 Ticket type "Standard"
a) Standard tickets are marked with a black "bar", and are usually restrictive when it comes to changes and refunds. The ticket rules are set by the airlines - see specific rules for the ticket you are about to book.
b) KIROY does not allow that persons under the age of 18 buy tickets on our website if they are not accompanied by at least one adult.
9 Change and cancellation fees
a) After an order confirmation has been sent by email, all changes and cancellations are subject to a fee as stated in the email confirmation. Contact us via help.kilroy.net.
b) Changes in the traveler's name or transferring the ticket to another person, is not allowed according to the airlines terms and conditions.
c) If you purchase a KILROY Cancellation and Change insurance (X-it) when booking, special rules will apply for cancellation and refunds before the travel starts.
10 No show, unused services etc.
a) If the traveler does not show up for the flight, or in any other way does not make use of the purchased transportation service, no refund will be given for unused services. The same applies if the traveler cannot travel due to missing travel documents, passport, visas, vaccinations etc.
b) If the customer buys a flight ticket with more than one flight, all previous flights have to be flown, for the reservation on the next flight to be valid. The airlines have the right to cancel any reservation on future flights on the same ticket, if the traveler fails to make use of any of the flights on the issued ticket.
11 Customer obligations
a) The customer is responsible for giving correct information regarding travelers and payment, as well as checking the travel documents. First name and last name should be exactly as in the passport - middle names do not have to be included. If the information is not correct, the traveler can be rejected at check-in. KILROY travels does not take any responsibility for the consequences of incorrect information.
b) Travel documents and any changes to flights will be forwarded to the email given by the customer. Therefore it is very important that the email is correct. If the customer does not receive an order confirmation via email within 24 hours, contact us on help.kilroy.net.
c) The customer is obliged to have a valid passport, necessary visas, insurances and vaccinations for the trip. When traveling outside the EU you should, as a general rule, have a passport which is valid at least 6 months after your return date, and be able to document travel out of the country or have a permit to stay in the country. It is also the customer's responsibility to consider relevant governmental travel advice given at the time of the purchase.
It is a requirement that all international travelers to the United States under the Visa Waiver Program must apply for ESTA (Electronic System for Travel Authorization). ESTA is a mandatory travel authorization for all travelers flying to or via USA. This means that even if you only have a transfer in USA, you must apply for ESTA
d) Any complaints during the trip should be made directly and within reasonable time to the airline or their local representative. This is so that, if possible, the issue can be resolved on the spot. If the issue is resolved, you should secure necessary evidence, to be used in making a claim towards the airline at a later stage. If you fail to direct the complaint on the spot, you usually loose the right to make a claim at a later stage.
12 For travelers to the USA
The Transportation Security Administration of the U.S. Department of Homeland Security requires us to collect information from you for purposes of watch list screening, under the authority of 49 U.S.C. section 114, and the Intelligence Reform and Terrorism Prevention Act of 2004. Providing this information is voluntary; however, if it is not provided, you may be subject to additional screening or denied transport or authorization to enter a sterile area. TSA may share information you provide with the law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA Privacy policies, or to view the system of records notice and the privacy impact assessment, please see TSA´s website at https://esta.cbp.dhs.gov
13 Legal information
a) We make reservations for any misprint, technical errors or changes in prices that are outside the control of KILROY travels. Any claim towards KILROY Norway AS A/S should be decided by a Norwegian court.
b) Company name: KILROY Norway A/S
Company number: 940073251
IATA license: 60 20 19 82
KILROY Norway AS is a member of Reisegarantifondet (RGF) and Den Norske Reisebransjeforening (NRF)