https://flytours.ee is owned by FLY TOURS OÜ (11448790) (hereinafter referred to as the “Owner”), located at Veski 9-9, Jõhvi City, 41531 Jõhvi Municipality, Ida-Viru County, and is an authorised sales agent for travel service providers offering for sale a wide range of travel services worldwide. These General Conditions for Travel Services apply to travel services available on the website.
For the purposes of these General Conditions of Travel Services, a customer is a natural or legal person who has placed or is considering placing an order with Fly Tours. The term ‘customer’ shall also be understood to include a natural person who is a consumer. The traveller is the natural person who uses the travel service on the basis of the contract concluded.
When purchasing a travel service, the customer enters into a bilateral contract with the travel service provider, such as a package tour contract with a tour operator, a passenger transport contract with a carrier, etc.. The terms of the contract, including. The conditions of the contract, including the sale, use, modification, cancellation and liability of the travel service, are laid down by the specific travel service provider. Fly Tours invites customers to carefully study the contractual conditions established by the travel service provider and to choose a contract partner that suits their needs.
By booking and/or purchasing a travel service, the customer consents to the transfer of his/her personal data (including those of other persons for whom and in whose interest the customer books/purchases the travel service) to the travel service provider and to other operators for the performance of the contract concluded with the customer..
Before signing a contract, please make sure that all passengers, including children, have the appropriate travel documents (passport, identity card, visa, vaccination certificate) for both the country of destination and transit. It is the responsibility of the passenger/customer to have the appropriate travel documents. Please note that different nationalities may also have different travel document and visa requirements. The client/passenger should check the requirements with the embassies of the countries of destination or transit, the Ministry of Foreign Affairs or the Citizenship and Migration Board. It is important to ensure that travel documents are valid and comply with the required conditions. Estonian citizens can obtain more information on travel documents and conditions of entry to foreign countries on the website of the Ministry of Foreign Affairs. At the request of the client, Fly Tours will specify the requirements for travel documents, visas, vaccinations and customs regulations, but does not accept responsibility for the continued validity of these requirements. Proper travel documents may not always guarantee entry into the country.
It is the sole responsibility of each country to decide whether or not to admit a person to the country, even if the person presents the necessary documents for entry.
The tour operator and Fly Tours do not accept any responsibility or liability for the reimbursement of the travel fee in the event of interruption or cancellation of the trip due to lack of travel documents or due to the actions of a public authority. At the time of making travel plans, the client is advised to familiarise himself with the health requirements of the countries of destination or transit, especially when travelling to more remote and exotic countries. In certain cases, you may need to start your vaccination course well in advance of entering the country. Information on areas at risk of communicable diseases and vaccination recommendations can be found on the website of the Health Department. At the request of the client, Fly Tours is ready to send the documents to the address indicated by the client, either by courier, post or e-mail. Documents are sent at the customer’s risk. Fly Tours does not accept any responsibility for the timely delivery or preservation of documents delivered by courier or postal service.
Opportunities to purchase travel services, including but not limited to prices and availability of seats, are constantly changing because they depend on supply and demand. The earlier and faster the client makes their purchase decision and provides us with the necessary information (passenger names, dates of birth, travel plan, dates, and other desired services) to finalize the booking, the more likely it is to secure seats under the conditions that were valid when the purchase options were explained. The longer the period between the explanation of purchase options and the communication of the purchase decision, the more likely changes in prices or availability will occur.
When placing an order, the client must provide Fly Tours with the passengers’ names exactly as they appear in their travel documents. If the name in the passenger’s travel document does not match the name on the ticket or booking, the travel service provider has the right to charge the passenger an additional fee for a name change or require the purchase of a new ticket.
When placing an order, the client must provide Fly Tours with their email address. Information regarding travel services will be sent to the email address provided by the client. The client is responsible for the correctness of the email address provided to us and for regularly checking emails sent to that address.
When placing an order, the client must provide Fly Tours with their mobile phone number. Fly Tours will provide the client’s mobile phone number to the travel service provider so that the provider can promptly inform the client about possible changes related to the provision of the travel service.
Legally, the explanation of purchase options is understood as a proposal to the client to submit an order (an offer). Unless otherwise agreed in the contract with the client, the order (offer) submitted by the client becomes a binding agreement for both parties, i.e., a confirmed order, upon confirmation (acceptance) by Fly Tours and payment of the travel fee or advance payment by the client. By paying the travel fee or advance payment, the client definitively confirms their purchase and simultaneously agrees to these terms and conditions for the sale of travel services, the conditions established by the travel service provider and/or the travel contract, and any other conditions communicated in connection with the sale of the travel service.
When an order is placed by one person on behalf of others, the person placing the order is responsible for communicating all travel information and conditions to all passengers included in the order. Fly Tours must be informed of any special needs related to the client’s wishes or other circumstances relevant to the provision of the travel service before the contract is concluded.
If the client fails to pay the advance payment or the travel fee on time, Fly Tours and/or the travel service provider has the right to unilaterally cancel the confirmed travel service without prior notice.
Unless otherwise agreed in the contract with the client, Fly Tours will issue the documents granting the right to use the travel service only after the full travel fee has been paid. When paying by bank transfer, the travel fee must have been credited to the account by the day before the travel documents are issued.
Modification and cancellation options for confirmed orders are limited. For lower-priced travel services, modification and cancellation options generally do not exist. For higher-priced, more flexible travel services, modification and cancellation are possible, but usually subject to an additional fee. Should the client wish to modify or cancel a confirmed order, please inform Fly Tours of this in writing or by email. Modifying a confirmed order obliges the client to pay all associated costs. If the client wishes to purchase a travel service with flexible conditions to ensure the possibility of modifying the confirmed order and the possibility of receiving a refund upon cancellation, please inform Fly Tours of this when placing the order.
Most travel service providers have transitioned to using e-tickets. An e-ticket is a document, usually sent electronically via email, which grants the client the right to use the service according to the conditions stated on the ticket.
Upon receiving an e-ticket or any other document granting the right to use the travel service (hereinafter referred to as ‘the document’), the client must immediately check the correctness of the client’s name, dates, travel description, and other important details, and verify their conformity with the order and the client’s travel documents. Among other things, it is important to verify that the client’s name on the document matches the name in their travel document. Fly Tours will immediately rectify any errors or deficiencies made during the issuance of the documents. Correcting deficiencies, making changes, or cancelling later is either not possible or may be permitted for an additional fee.
At the client’s request, Fly Tours is prepared to send the documents and/or e-tickets to the address indicated by the client, using courier services, postal services, or email. Sending documents by any method is done at the client’s own risk. Fly Tours does not assume responsibility for the timely delivery or preservation of documents handed over to a courier or postal company.
When purchasing a passenger transport service (ship, flight, bus, or train ticket), the client concludes a contract with the provider of the passenger transport service (hereinafter referred to as the carrier). According to the contract, the carrier is obliged to transport the client and their luggage under the conditions specified on the ticket.
When purchasing a passenger transport service, the client must inform us of the desired route, travel times, names of passengers, and whether a flexible ticket or a non-changeable lowest-priced ticket is preferred, as well as any other circumstances important to the client. Before making a booking, the client must inform Fly Tours of the bonus card name and number issued by the service provider to the client.
A booking grants the client the right to purchase the ticket within the set time. However, the booking does not create binding obligations for either the client or the carrier, nor does it guarantee the availability of the passenger transport service at the prices and conditions specified in the booking.
The carrier has the right to unilaterally change or cancel bookings without creating obligations towards the client for either the carrier or Fly Tours. Discounted tickets must be purchased within a shorter period compared to full-price tickets. The cheaper the ticket, the shorter the time available for purchase. Some carriers do not allow prior reservation of tickets, in which case immediate payment is required.
Unpaid bookings by the deadline will be canceled. If the deadline has passed and the client still wishes to purchase a ticket, a new booking must be made according to current availability.
Full-price tickets can usually be changed, canceled, or refunded, whereas discounted tickets generally cannot. Unlike full-price tickets, discounted tickets are usually non-changeable and non-refundable. Changing the name of the client/passenger is prohibited or allowed for an additional fee.
It is recommended to make changes in a timely manner, as seat availability and related prices and service rules may change later.
If the client has made several interconnected bookings, changing one booking may require changes to others, such as accommodation or additional services tied to a flight.
Service on a ship, plane, bus, train, etc., depends on the carrier, their service standards, and service class.
In some cases, it is possible to reserve a seat or request special meals in advance. Fly Tours forwards these requests to the carrier, but the availability of such free additional services is not guaranteed. Usually, airlines do not charge extra for seat and meal reservations and do not consider these essential conditions of the transport contract.
On ships, the selection of available additional services is broader, and paid additional services are guaranteed to the client. Free additional services may not be guaranteed.
It is safer for the client to buy a single ticket for the entire trip rather than separate tickets. If purchasing a single ticket is not possible due to the airline’s policy, it is advisable to plan layovers with a generous time buffer. Considering potential delays, it is recommended to leave at least 3–4 hours between flights. The airline is responsible for transporting the client to the final destination within the framework of a single transport contract (ticket). If a flight is missed due to cancellation or delay, the airline must offer alternative connections or refund the ticket within the same route covered by the ticket. For separate tickets, airlines have no such obligation. If the client misses a flight for personal reasons, the airline has no obligation to honor the transport contract, and the paid fare is non-refundable. In such a case, the client must purchase a new ticket to continue or return.
To fulfill the passenger transport contract, the client must arrive at the departure point on time. Failure to do so may result in cancellation of that flight and all subsequent flights by the carrier. The departure point is typically the check-in counter of the relevant airline at the airport specified. The client must check in and appear at the boarding gate on time. Late arrivals may be denied boarding. Check-in usually closes 60–120 minutes before departure depending on the airport and airline. It is recommended to arrive at the airport about 3 hours before the scheduled flight, although online check-in and premium class tickets may allow for later arrival. Flights must be used in the order stated on the ticket and only by the person whose name is on the ticket. Skipping one flight segment may result in cancellation of subsequent segments. For group travel and non-European flights, return flights must be confirmed no later than 72 hours before departure, or the airline may cancel the seats. To confirm, the client must call the airline’s nearest office or contact Fly Tours. Airlines may charge additional fees at the airport for preferred seats, faster check-in, priority boarding, or luggage. The airline determines the amount of these additional charges.
The ticket entitles the client to bring a certain amount of checked luggage and hand luggage free of charge. Permitted weights and sizes are available on each airline’s website. Weight limits: 15–23 kg in economy class, up to 30 kg in business class, and up to 40 kg in first class. In some cases, there is a limit of two checked bags, each not exceeding 23 kg in economy class or 32 kg in higher classes. Children and infants have lower limits. Special-size luggage has different rules and is not counted within standard baggage allowances. During transfers, luggage can usually be checked through to the final destination, but not always, so extra time should be allowed. Interrupted travel at transit points is typically not allowed, and additional fees may apply. Valuables (cash, jewelry, electronics) should be carried in hand luggage. Hand luggage must not exceed specified limits and must fit under the seat or in overhead compartments. Prohibited items include large quantities of liquids, flammable substances, sharp objects, etc. Detailed restrictions can be obtained from the departure airport’s customs office.
It is forbidden to transport the following by air:
– Weapons (including all types of firearms and knives)
– Dangerous items (sharp or blunt instruments)
– Hazardous materials (explosives, flammable or toxic substances, etc.)
– Imitations of prohibited items
– Liquids exceeding set limits
– Any goods suspected of posing safety risks If in doubt, clients should contact the airport’s security. For a complete list of prohibited items, visit the Estonian Civil Aviation Authority website.
Airlines sell connecting tickets if minimum transfer times are met. Booking with minimum transfer time is risky. It is advisable to book tickets allowing plenty of time for connections, considering delays and queues. Separate tickets are treated as separate journeys, and required minimum times do not apply — arriving 3 hours before each new flight is necessary. If flights are on one ticket and the client misses a connection due to their own fault, the airline has no obligation to refund or transport them. Separate tickets mean all responsibility for missed connections lies with the client, who must buy a new ticket. If flights are on a single ticket and one flight is delayed, the airline is responsible for onward transport. Alternative transportation methods or delayed schedules may be used, but no compensation for additional expenses is guaranteed. If flights are separate, the client bears full responsibility for missing connections.
Departure and arrival times shown on the ticket or itinerary may change. Weather, technical issues, or other reasons may cause delays or cancellations. Clients should verify flight times before departure. Passenger transport depends on many factors, and ensuring passenger safety is a priority, so delays and cancellations cannot always be avoided. Trips should be planned with enough buffer time to avoid disruptions to important events. Airlines are not responsible for third-party service costs or damages caused by delays or cancellations. Flight schedules can be changed if notified at least two weeks in advance, or sometimes with less notice due to uncontrollable circumstances. For non-ticketed reservations, airlines and Fly Tours are not liable and do not guarantee availability of new seats at the same price. For canceled flights, the airline must offer either a refund or alternative transport to the destination free of charge.
When entering or exiting the European Union, or flying within the EU with EU carriers, the passenger’s rights are protected under Regulation (EC) No 261/2004 of the European Parliament and Council. Rights are protected mainly regarding schedule changes, delays, cancellations, and denied boarding. The full regulation is available at https://eur-lex.europa.eu/eli/reg/2004/261/oj, and a summary can be found on the Consumer Protection and Technical Regulatory Authority’s website.
If you wish to purchase accommodation services, please state the desired location, dates, expected quality level, and the number of persons requiring accommodation, as well as any other preferences and important conditions. If the desired accommodation is unavailable, Fly Tours will offer alternative options that most closely match the specified conditions. When purchasing accommodation services, the client enters into a contract directly with the accommodation provider. According to the contract, the accommodation provider is obligated to provide the services specified therein under the agreed conditions. The client must adhere to the accommodation provider’s terms of service and applicable house rules. These terms and house rules are available on the specific accommodation provider’s website. Fly Tours will forward possible special requests, such as for a non-smoking room, adjacent rooms, or rooms on higher or lower floors, to the accommodation provider. Fulfilling such requests may not always be possible. Therefore, the accommodation provider does not charge for fulfilling special requests, nor do they guarantee the availability of services associated with such requests. Upon arrival at the accommodation establishment, the client must check in. This requires presenting necessary documents like the booking confirmation or voucher and proof of identity, and filling out a registration form. In most countries, the earliest possible check-in time at accommodation establishments is 2:00 PM (14:00). In the United States, this may be 4:00 PM (16:00). If the client plans to arrive at the accommodation establishment after 6:00 PM (18:00) on the first day of their stay, they must inform the accommodation provider or Fly Tours in advance. In case of late arrival without prior notification, the accommodation provider may cancel the booking and release the room. The room must be vacated by 12:00 PM (noon) at the latest on the day of departure. In some establishments, the room must be vacated by 10:00 AM on the day of departure. The exact check-out time should be confirmed upon check-in. Typically, individual accommodation bookings (generally for up to 10 passengers arriving and departing together) can be modified or cancelled free of charge up to 24 hours before the start date of the accommodation service. Free modification and cancellation are not possible for accommodation booked during trade fairs, various local events, or public holidays. If an individual booking is cancelled less than 24 hours before the start of the stay, or in case of a no-show (failure to cancel), the client must pay at least the cost equivalent to the first night of the booking. The exact rules are set by the accommodation establishment. Accommodation providers offering apartment-style rooms or separate houses typically allow free modification or cancellation up to 30 days before the accommodation start date. For group bookings (generally 15 passengers or more), modification and cancellation are typically possible more than 30 calendar days before the accommodation start date. Modifications may be subject to additional fees. Fly Tours will inform the client if the modification and cancellation conditions differ from these standard conditions mentioned. No additional notice or reminder will be sent to the client before the modification or cancellation deadline. Therefore, adhering to the deadline is the client’s own responsibility. If the client cancels the service directly with the accommodation provider without informing Fly Tours, but the provider nevertheless invoices Fly Tours (either for services rendered or for a cancellation penalty), the client is liable to Fly Tours for the amounts stated on the invoice. If the client does not use the accommodation service and fails to cancel it by the deadline, the client is obligated to pay the full cost of the service. The obligation to pay is unaffected by whether the service was actually used or not. Even if the service is used only partially, the full cost must be paid. If a client has already made a booking and wishes to extend their stay, we recommend modifying the existing booking instead of making a new, separate one. Accommodation establishments occasionally carry out partial renovation or repair work. Efforts are made to minimize disturbance to guests during such work, but this may not always be possible. Even if clients are informed about the schedule for renovation work, the timing may change due to circumstances beyond Fly Tours’ control. Therefore, neither Fly Tours nor the accommodation provider accepts responsibility if the renovation period is extended beyond the initially announced schedule. Ongoing renovation work at the hotel does not entitle the client to demand compensation, a refund, or a price reduction. If the client is concerned about potential disturbance from renovation work, they should inform Fly Tours when placing their order. In such cases, Fly Tours will assist in finding an accommodation provider where no scheduled renovation work is planned. Due to the possibility of last-minute cancellations, accommodation establishments sometimes practice overbooking (i.e., booking more rooms than available). Such overbooking can lead to situations where a client arrives with a valid booking only to find that the room is unavailable due to double-booking. In such cases, the accommodation provider is obligated to relocate the client to another establishment of at least the same standard in the same town or area. The accommodation provider responsible for the overbooking must cover the cost of the client’s transportation to the alternative establishment and allow the client one free phone call of up to three minutes. Fly Tours is not responsible for compensating any costs incurred due to overbooking by the accommodation provider. When selecting rooms, please note the following: Often, triple or quad rooms accommodate three or four people using existing beds plus one or two extra beds (rollaway or sofa beds), or sometimes by having two double beds in the room. Triple rooms usually contain one double bed and one extra bed. In most establishments, not all beds in triple or quad rooms are full-sized (especially extra beds). If a client requests an extra bed (where not already included in the room type), an additional fee is usually charged. If a client books a room with one bed (e.g., double), they might be assigned a room with two separate beds (twin), or vice versa. Fly Tours will forward the client’s bed type preference to the provider, but fulfillment cannot be guaranteed. During trade fairs, various events, and public holidays in the vicinity of the accommodation provider, prices for accommodation services are higher than standard rates. All accommodation prices are per room (with private bath or shower, unless stated otherwise) and include breakfast (unless stated otherwise) and applicable national and local taxes (unless stated otherwise). If reduced rates for children are not available, the full adult price is payable for children as well. In some establishments, if children stay free of charge (using existing beds), an extra bed is not provided for them. In such cases (if an extra bed is required for the child), a triple room should be booked. Payment is usually required for children’s breakfast (even if accommodation is free). Any additional charges for extra services (e.g., communication services) as well as potential energy surcharges or local tourist taxes must be paid directly to the accommodation provider. Regardless of whether the accommodation is prepaid, providers may require a credit card imprint/pre-authorization or a cash deposit from the client upon check-in. This is primarily to guarantee payment for any additional services used during the stay. Accommodation providers recommend using the establishment’s safe deposit box for storing travel documents and valuables. Use of the safe deposit box is subject to a fee in some establishments, while it is free in others. The accommodation provider is not responsible for the security of items left unattended in the room.
Package tours mediated by Fly Tours, along with descriptions, prices, and detailed travel conditions set by the tour operators, are available on the website https://flytours.ee/. When purchasing a package tour, the client enters into a package tour contract with the tour operator, who is responsible for the proper execution of the package tour according to the descriptions and conditions provided in the package tour contract. Fly Tours mediates the information provided by the tour operator regarding the package tour description. Before concluding the package tour contract, the client must familiarize themselves with the travel conditions/package tour contract established by the tour operator. When purchasing a package tour, the client must provide Fly Tours with their mobile phone number. Fly Tours forwards the client’s mobile phone number to the tour operator, allowing the operator to promptly inform the client of any changes related to the execution of the package tour contract. Fly Tours is responsible for refunding the client the payment for the package tour up to the point that Fly Tours has transferred the payment to the tour operator. This obligation arises for Fly Tours only if the tour operator has admitted their inability to fulfill the package tour contract (e.g., the tour operator’s insolvency) and the client becomes entitled to a refund. It is the client’s responsibility to arrive on time at the starting point of the package tour as stated in the tour operator’s travel confirmation, and also to arrange their own return from the end point of the package tour. At the client’s request, Fly Tours can introduce different travel options for getting to the package tour’s starting and end points. The choice of transportation service is made by the client. When making the choice, possible obstacles, delays, unusual weather conditions, traffic jams, and technical failures should be taken into account. If the client arrives late at the starting point of the package tour due to reasons under their control, the tour operator may cancel the package tour contract. In such cases, the tour operator is not obliged to refund the payment made for the package tour.
When purchasing travel insurance, the client enters into an insurance contract with the insurer. Travel insurance mediated by Fly Tours, along with terms and prices, is available at our travel agency. It is recommended to carefully read the insurance terms set by the insurers and consult a travel consultant (especially when traveling to countries where authorities advise against travel due to various risks, as well as for pregnant travelers, adventure sports enthusiasts, etc.). Fly Tours’ insurance partner is BTA Baltic Insurance Company. Please review the insurance terms here. When purchasing any travel service, it is recommended to also conclude a travel insurance contract, regardless of holding a European Health Insurance Card. Even with a European Health Insurance Card, patient co-payments (such as consultation fees, daily hospital charges, etc.) must still be paid according to the local country’s tariffs, and these are not reimbursed. Additionally, the card does not cover international transport costs. In general, travel insurance covers co-payments and international transport costs. Outside the European Union, the health insurance card is not valid. In any situation, the travel service provider may not be liable for damages or additional expenses incurred by the client. Thus, travel insurance may guarantee assistance and prompt compensation in cases of trip interruption or cancellation, loss of luggage, and health issues or accidents. It is also recommended to include trip cancellation insurance, which usually covers additional expenses related to cancellations or delays in transport services. Before concluding an insurance contract, please review the terms and conditions. Changing or canceling a travel insurance contract is possible for an additional fee.
With a car rental booking made through Fly Tours, the car rental company guarantees the availability of a rental car at the agreed time according to the confirmed car group. A specific car brand is not guaranteed. When purchasing a car rental service, the client enters into a rental agreement with the car rental company. When concluding the agreement, the client must pay attention to the terms stated in the rental contract, including but not limited to liability, driver registration requirements, and responsibilities. A minimum age of 21 years is required, but depending on the type of vehicle, the age requirement may be higher. Only drivers registered at the time of rental agreement conclusion may drive the vehicle. An additional fee applies for registering an extra driver. A credit card is required for renting a vehicle. In some countries, two credit cards are required for renting large or luxury vehicles. Car rental bookings can usually be modified or canceled up to 24 hours before the rental period begins, subject to the car rental company’s applicable modification and/or cancellation fees.
The provider of the travel service, with whom the client has concluded a contract, is responsible for the proper provision of the travel service. Fly Tours is not responsible for the provision of the travel service and does not compensate for damages resulting from the travel service provider’s decrease in quality, delays in departure or arrival, trip interruption or cancellation, loss of luggage, health issues, accidents, or any other damages caused by the service provider’s actions or omissions. At the client’s request, Fly Tours assists the client in communicating with the travel service provider. Travel service providers reserve the right to refuse service to a client and cancel the client’s booking or order if the client behaves inappropriately or illegally or poses a threat to other clients or their property. In such cases, the client who behaved inappropriately or illegally is not entitled to refunds for unused services or other compensation. If the travel service provider or Fly Tours incurs additional costs due to the client’s inappropriate or illegal behavior, the client must reimburse those costs. If the client causes damage to the travel service provider, such as damaging property owned by the provider, the client is fully liable for the damage. The website contains links or references to other websites not controlled by Fly Tours. Fly Tours does not guarantee the accuracy of information on other websites and is not responsible for the correctness and/or quality of information published on those external sites. All questions and complaints related to the use of other websites should be directed to the administrators or service providers of those websites.
Fly Tours must be immediately notified of any questions or problems arising before the start of the trip. If, during the trip, the client finds that the travel service does not conform to the agreed conditions, they must immediately notify the local service provider and Fly Tours. If the incident is recorded on site but no solution is found, the client has the right to submit a written claim at the earliest opportunity, but no later than seven (7) days after the end of the trip, and not later than two (2) weeks after becoming aware of the incident. Claims not submitted by the specified deadline are considered expired. The written claim, along with evidence of additional costs incurred or damages suffered due to the service not conforming to the agreed travel conditions or descriptions, must be submitted to Fly Tours using the means of communication specified in the general provisions of these terms and conditions. If the service does not conform to the agreed conditions, the client is entitled to use the legal remedies provided in the Estonian Law of Obligations Act (including demanding performance, withholding due performance, claiming damages, withdrawing from or cancelling the contract, reducing the price, or claiming default interest for delayed monetary payment). Disputes shall primarily be resolved through negotiations. If an agreement cannot be reached, disputes involving consumers shall be resolved out of court by the Consumer Disputes Committee, located at Pronksi 12, Tallinn 10117; website: https://komisjon.ee/et/avalduse-esitamine, email: avaldus@komisjon.ee, phone: +372 620 1920 (open weekdays 1:00 PM – 4:00 PM). The procedural rules of the Consumer Disputes Committee can be reviewed on the website mentioned above.
Fly Tours OÜ’s data protection strategy (hereinafter the Strategy) outlines our commitment to handle the personal data of employees, clients, stakeholders, and other interested parties with utmost care and to comply with applicable data protection regulations when processing such data. Through this policy, we ensure that we collect, store, and process 1 data fairly, transparently, and respecting the individual rights of data subjects. The Strategy establishes the general framework according to which Fly Tours OÜ processes individuals’ personal data. We continuously monitor to ensure our practices are kept up-to-date to the best of our ability regarding legal requirements, staff awareness, and technical measures, ensuring our hardware and software align with technological developments. We strive to ensure that data subjects have the maximum possible control over the processing of their data, and corresponding data subject-friendly internal regulations are established. The Strategy is further detailed in the Data Protection Terms.
By placing an order, the client consents to Fly Tours collecting and processing their personal data (excluding sensitive personal data) for the purposes of establishing a client relationship, offering, selling, and providing travel services, and concluding, executing, amending, and terminating contracts related thereto. The client agrees that the transfer of personal data to third parties, including the travel service provider(s) and/or persons involved in the provision of the travel service, is permitted, provided it is done in accordance with the provisions of the Personal Data Protection Act. The client is aware of their rights to, at any time: receive information about the personal data collected about them and its transfer; demand the correction of inaccurate data; demand the cessation of processing and the deletion of data, where compliant with legislation. When booking and purchasing airline tickets, the air carrier transfers the client’s booking information (PNR data), in accordance with the State Borders Act, to the Estonian Police and Border Guard Board for processing, for the purpose of preventing, detecting, investigating, and prosecuting terrorist offenses and other serious crimes. This booking information is retained for 5 years; personalized data derived from it is retained for 2 years from the date of receipt. Booking information (PNR data) refers to the information concerning the air passenger and the flight collected by the air carrier from the client for the purpose of making the booking. This includes, in particular, information about the booking and associated actions, personal data of the passenger and any accompanying persons, general flight details, passenger contact information, and payment details for the booking. In relation to the transfer of this booking information, individuals possess all the rights granted under the Personal Data Protection Act.
Withdrawal from contracts concluded for the provision of travel services is limited, as travel services are generally scheduled for a specific date or period, or involve the reservation of certain resources for which it is difficult to find a replacement user in case of withdrawal.
Regardless of whether the consumer purchases the travel service through a means of distance communication (e.g., email, phone) or directly at a travel agency, the general right of withdrawal stipulated by the Law of Obligations Act — the right to withdraw from a contract without cost and without providing a reason within 14 days — does not apply to travel service contracts.
The right of withdrawal does not apply when the travel service is provided for a specific date or period, or when the contract involves the reservation of certain resources, and the contract is concluded for the following services: passenger transport services, accommodation services, the use of residential premises, the use of motor vehicles, catering services, travel and luggage insurance, or leisure services.
If the travel services listed in point 13.3 are not provided for a specific date or period and the contract does not involve the reservation of specific resources (e.g., a gift card), the consumer has the right to withdraw from the distance contract free of charge and without providing a reason within 14 days. However, the consumer loses the right of withdrawal once they begin using the gift card — for example, by submitting a request to use the gift card and receiving a booking confirmation for a travel service specifying a particular date, period, or reserved resources.
Receiving a booking confirmation or registering to use the travel service while noting the use of the gift card is considered equivalent to receiving the confirmation.
If the right of withdrawal exists — for instance, if a gift card was purchased via a means of distance communication — the consumer may withdraw from the contract by sending a declaration of withdrawal to Fly Tours at the email address info@flytours.ee.
The withdrawal period is calculated from the date the contract was concluded.
