GENERAL TERMS AND CONDITIONS
1. Company Profile
Merkur Air is perhaps the longest-standing company in the Greek aviation field, specializing in Business Aviation, luxury tourist services, and aircraft leasing, chartering, and brokering. With an experience of more than thirty (30) years and unsurpassed know-how, Merkur Air is in a position to listen to and estimate immediately the customer’s transportation needs, offer a range of all possible options and solutions, search the market for the more suitable ones and finally come up with a package of services on both air and ground guaranteed to meet the demands of the business or leisure traveler.
Merkur Air’s main concern is safety first, but also carefree travel. In the core of Merkur Air’s corporate culture lies the notion that the traveler should travel with only his business or pleasure in mind – all the rest is something for Merkur Air to take care of.
2. Procedure
Customers are encouraged to visit Merkur Air’s site and find all necessary information on the company, on flights and aircraft, on how to book a flight, or request a quotation, by filling a specific online form. If they so wish, customers may also contact Merkur Air’s help desk at any time of day or night and ask for a specific quotation, depending on where they need to go, how, and when. An experienced Merkur Air associate will then consult with them and come up with the appropriate means of transportation, i.e., airplane or helicopter, at the best available price.
All contacts and transactions with Merkur Air, from the initial request of information to the final flight booking and payment, can be effected online. Links guide the customers effectively to absolutely safe and user-friendly environments within the Merkur Air site. Forms are filled and signed electronically, confirmation is received immediately, boarding passes or any other necessary documents may be printed online.
Final quotations are really and actually final and all-inclusive, with no fine print hidden underneath or between the lines. Prices include flight cost, all kinds of VAT or airport taxes, handling fees, full insurance coverage, according to European Union Regulation 785/2004, etc. Quotations may be given by phone also but they will immediately be confirmed in writing, by e-mail, or fax.
Customers are expected to confirm their acceptance also in writing, by filling and signing the electronic form provided and by transferring their payment by wire transfer or credit card. No flights can be booked or depart unless full payment has been received.
Helicopter flights may be booked as late as forty-five (45) minutes before a requested departure. Airplanes may be booked as late as two (2) hours before a requested departure. Bookings are accepted as early as six (six) months before a requested departure. Please, bear in mind, though, that in peak periods a booking should ideally be made one or two days in advance.
Pets are accepted onboard any flight booked through Merkur Air provided they are transported in a special box or cage.
Merkur Air guarantees the safety of all electronic communications and transactions. All customers’ personal data, credit card numbers, etc. are considered absolutely confidential and they are handled with discretion by Merkur Air’s authorized personnel.
3. Aircraft and flight personnel
Merkur Air guarantees that all aircraft and flight crews involved are duly certified for the flights and routes booked.
4. Passengers’ identification and security control
All passengers are subject to ID and security control, prior to boarding the aircraft. Control may be affected by either the airport personnel or the Ground Handler’s personnel. In special cases, such as helicopters departing from private heliports, ID and security control may be affected by the flight crew.
The Operator and/or the Captain reserve the right to scan the passengers and/or their luggage by the use of a metal detector.
The Operator and/or the Captain reserve the right to deny boarding to any passenger refusing to present proper identification and travel documents or accept the usual security controls.
Please bear in mind that all the usual restrictions as to what may be carried on board apply to flights booked through Merkur Air. Banned or restricted items include weapons, knives, scissors, gels, and liquids in large quantities, etc. In case of doubt, customers are encouraged to consult with the Merkur Air help desk and find out precisely what they are permitted to carry either on their person or in their luggage.
5. Quotations, prices, and bookings
Quotations, prices, and bookings refer to specific aircraft, specific flights, and specific itineraries on specific dates and times.
Quotations for aircraft leasing usually refer to one-way trips. Customers should clarify whether they are interested in booking a return trip and be prepared to acknowledge the cost of aircraft and crew waiting time and/or hotel accommodation for the crew if it is deemed necessary.
In case of less flight or aircraft waiting time than initially estimated, no refunds are made.
Other itinerary changes, such as more flight and aircraft waiting time, passengers missing scheduled boarding time, or change of destination during flight, are subject to aircraft and crew availability and additional charges. Payment of additional charges is expected to be made before the continuation of the flight.
In case of passenger no-show for a confirmed flight, no refunds are made. In such cases, a new booking will be required through the Merkur Air site or help desk.
6. Cancellation policy
Please note our cancellation policy:
- For whatever reason – the fees shown at “flight canceled by the client are applicable.
In any case, there is no right to compensation for possible losses thereof.
If the flight is canceled by the client the following fees are applicable :
- 30% prepayment – Not Refundable
- 20 days prior to the flight 50% Non Refundable
- 10 days prior to flight – Total flight amount is not refundable
100% refund for Covid-19 related cancellation for 2021 bookings
Any change of the Itinerary or values of the confirmation by the client might cause in loss of the right for the flight without any refund.
(Especially weight limitations and baggage dimensions )
If there is a finding of dangerous goods before or during the route, we reserve the right to cancel the flight without any right of a refund or compensation for possible losses thereof.
Safety comes first! The flight can be canceled or delayed any time due to weather or technical caused problems as well because of unexpected restrictions from the authorities.
In this case, the client can reschedule the flight, or – if not possible – the total amount will be refunded.
Anyhow there is no right for compensation for possible losses thereof.
In case of no-show-up on time or a no-show-up at all like agreed accordingly our flight confirmation, the rights for the flight expire and there is no further right of a refund or any compensation.
To reschedule a flight by the client is basically free of charge. If a reschedule is not possible – for whatever reason – the fees shown at flight canceled by the client are applicable.
In any case, there is no right to compensation for possible losses thereof.
Extra Charges
Customers are encouraged to ask the Merkur Air help desk by phone or e-mail about all possible extra charges, such as aircraft waiting, overnight charges, additional flight crew, VIP service, particular meal requirements, etc.
Luggage Weight and Dimensions Limitations
Depending on the kind and size of aircraft, there may be specific luggage weight and dimension limitations. Such limitations are of course the main concern in the case of helicopter flights. Customers are expected to give Merkur Air full details of their luggage and then strictly follow the guidelines communicated to them. Oversize luggage is excluded from helicopter flights. In case luggage weight and size require a larger aircraft, extra charges will be applied.
Aircraft Changes
Operators reserve the right to change aircraft. Operators sometimes must change the aircraft booked for a specific flight. If an operator must operate a scheduled flight with an aircraft larger than the one initially booked, there will be no extra charge for the customer and no refund either. Merkur Air ensures, though, that the customer will be notified in advance about any such change.
On the other hand, if an operator has to operate a flight with an aircraft actually smaller than the one initially booked, the customer is entitled to a refund reflecting the price difference between the two aircraft. Such a downgrade will be subject to customer approval prior to the flight. Merkur Air ensures that the customer will be notified accordingly and guarantees that if the downgrade is not acceptable to him or her a full refund will be received and no extra charges will be applied.
Customers and Aircraft Delays
Customers and passengers are expected to be at the designated point of departure at least 20 minutes prior to the Estimated Time of Departure (ETD). In case of a passenger delay that will affect the helicopter flight schedule, Merkur Air and/or the operator will make every possible effort to secure a new time slot and eventually perform the flight.
If the flight cannot be operated on the same day, alternate dates will be offered.
If the customer cannot accept the alternate schedules and dates or the flight will be canceled at the customer’s request and an80 percent cancellation charge will be applied. If alternate schedules and dates are acceptable, extra charges may occur and be applied. In case a flight is delayed for technical or other reasons, Merkur Air ensures that the customer will be offered an alternate solution, such as an aircraft upgrade or downgrade that will be accepted based on the terms described in the previous paragraph. The customer has the right to refuse the alternate solutions and receive a full refund. If the customer accepts the alternate solutions, no refund should be expected apart from the price difference refund provided in the case of aircraft downgrade. However, Merkur Air ensures that in all cases of flight delays, for which the operator is responsible, the customer and passengers will receive adequate compensation in terms of upgraded services, catering, etc.
7. Extra charges
Customers are encouraged to ask the Merkur Air help desk by phone or e-mail about all possible extra charges, such as aircraft waiting, overnight charges, additional flight crew, VIP service, particular meal requirements, etc.
8. Luggage weight and dimensions limitations
Depending on the kind and size of aircraft, there may be specific luggage weight and dimension limitations. Such limitations are of course the main concern in the case of helicopter flights.
Customers are expected to give Merkur Air full details of their luggage and then strictly follow the guidelines communicated to them.
Oversize luggage is more often than not excluded from helicopter flights. In case luggage weight and size require a larger aircraft, extra charges will be applied.
9. Aircraft changes
As a rule, Operators reserve the right to change aircraft.
Indeed, sometimes Operators need to change the aircraft booked for a specific flight. If an Operator wishes or has to operate a scheduled flight with an aircraft larger than the one initially booked, there’s no extra charge for the customer and no refund either. Merkur Air ensures, though, that the customer will be notified in advance about any such change.
On the other hand, if an Operator has to operate a flight with an aircraft actually smaller than the one initially booked, the customer is entitled to a refund reflecting the price difference between the two aircraft. Such a downgrade is absolutely subject to prior customer approval. Merkur Air ensures that the customer will be notified accordingly and guarantees that if the downgrade is not acceptable to him or her a full refund will be received and no extra charges will be applied.
10. Customers and aircraft delays
Customers and passengers are expected to be at the designated point of departure at least 20 minutes prior to the Estimated Time of Departure (ETD). In case of a passenger delay that will affect the helicopter flight schedule, Merkur Air and/or the Operator will make every possible effort to secure a new time slot and eventually perform the flight. If the flight cannot be operated on the same day, alternate dates will be offered. If the customer cannot accept the alternate schedules and/or dates, the flight is supposed to be canceled at the customer’s request and an 80% cancellation charge is applied. On the other hand, in case alternate schedules and/or dates are acceptable, extra charges may occur and be applied.
In case a flight is delayed for technical or other reasons, Merkur Air ensures that the customer will be offered an alternate solution, such as an aircraft upgrade or downgrade, that will be acceptable to him or her and based on the terms described in the previous paragraph. The customer has the right to refuse the alternate solutions and receive a full refund. If the customer accepts the alternate solutions, no refund should be expected apart from the price difference refund provided in the case of aircraft downgrade. However, Merkur Air ensures that in all cases of flight delays, for which the Operator is responsible, the customer and passengers will receive adequate compensation in terms of upgraded services, catering, etc.
