Terms and Conditions

Your contract is with us, Iceland Express, but our flights are operated on our behalf by JETX Limited, an air carrier registered in Iceland ("the air carrier").

Passengers have rights and responsibilities in accordance with Iceland Express' terms and conditions as expressed here. These should be read in conjunction with the air carrier's Conditions of Carriage, which also apply to you. Air carrier's "Conditions of Carriage" are incorporated in your contract with Iceland Express and contain important provisions affecting you and. As with these Iceland Express Terms and Conditions, you should refer to them before booking your flight.

 APPLICABLE VERSION

These Terms and Conditions may, from time to time, be subject to change. In the event of any claim being made, the Terms and Conditions applicable at the time you accepted them when purchasing your ticket(s), shall, unless applicable law provides otherwise, govern that claim.

 DATA PROTECTION & SAFETY

Iceland Express protects all personal details you provide when buying your flight. Iceland Express undertakes only to use the information so given for the following purposes:
     - To confirm your booking by e-mail or by other messaging services, if you so wish.
     - To inform you of flight disruptions.
     - To send to the airports concerned as required for your check-in.
     - To fulfill Iceland Express's legal responsibility regarding the passenger lists.
     - To check your credit card.
     - For information to the police or customs, if so required by law.

Your personal details can only be used by Iceland Express for offers, company information, etc, if you wish. You must actively request this service. 

The Iceland Express reservation system is safe and we constantly monitor the system to offer you a secure connection for your purchases on the Internet.
     - Your credit card information is not stored in our servers. When you enter the information, it is passed directly to the payment provider and the financial institutions needed to confirm your card and credentials. When sending the data, we encrypt the information to the highest available standards.
     - We do not offer personal information such as e-mail addresses to any third party and all your information is stored in a secure environment.
     - Our data cannot be retrieved from the outside of Iceland Express via Internet by unauthorised third parties.
     - Passenger lists are only accessible to Iceland Express and the authorities so authorized in accordance with prevailing laws and regulations. We do not reveal your itinerary to anyone except yourself or the authority involved.
     - Access to all data is restricted to those it concerns.
     - Unauthorized searches into our booking system are always recorded and monitored by the management for further legal actions when the management sees fit. Iceland Express reserves the right to disconnect individual IP-addresses and/or Internet Service Providers (ISPs) that violate these Terms and Conditions.

 BOOKING AND PAYMENT

Iceland Express is a genuine low cost company. In order to maintain our low price policy, we must keep costs down to a minimum, which is why it is only possible to buy flights with us in four ways: 

1) On the Internet. Booking and payment is made using a credit card.
2) Through our Call Centres. The Service Charge for booking a flight through our Call Centres is GBP 13 (DKK 150, EUR 15, ISK 1.500) per passenger per flight leg. Calls and enquires to our Call Centres are free of charge. Only when you ask that Iceland Express book for you, do you have to pay the Service Charge.
3) In our Sales Offices. Accepted methods of payment are credit cards, cash or debit cards.
4) At Travel Agencies in various countries.

To enable us to offer the lowest possible prices to you, all flights are priced as one-way flights. This means that when you buy a return trip, you might be offered two different prices - one for the outward journey and another for the return journey. We total it for you, however. You can of course always search for another flight date to try to find a lower price for any of your flights.

 CANCELLATION INSURANCE

A cancellation insurance that guarantees a 100% refund for cancellation prior to departure and upon presentation of a doctor's certificate can be purchased directly on the Internet when booking, or through our Call Centre if you book there. Our cancellation insurance costs GBP 7 (DKK 72, EUR 10, ISK 800) per passenger and one way flight and is sold by Iceland Express. It covers the cost of the flight and, if applicable, the costs you have incurred for changing your journey. See Changing your Journey.

It also covers items paid for, such as golf equipment, bicycles, surfboards, hang gliders and skis, see Baggage. Nothing else is included in the cancellation insurance. It does not cover the cost of the cancellation insurance itself, nor booking fees, the doctor's certificate, agency commissions, service fees, the cost of hotels or car hire etc.

The cancellation insurance is valid when, for medical reasons, you are prevented from undertaking the trip or when your spouse, your children or your parents are so seriously ill that you for family reasons do not want to undertake the journey. In this latter case when any of your family members mentioned are taken seriously ill, a doctor’s certificate is required for that person. The cancellation insurance can only be purchased when the original booking is made. No exceptions can be made to this. In many cases passengers may already have valid insurance, e.g. when paying with certain credit cards or perhaps included in your travel insurance, house insurance or property insurance.

 TAXES AND CHARGES

The taxes and charges air carriers have to pay are to 100% financed by passenger revenues. We include them in the price of the flight(s), so that the summarized price includes everything that you will have to pay. The taxes and charges the air carrier currently has to pay to governments, authorities, airports and others, are:
     - Overflight charges
     - Passenger taxes
     - Navigation levy
     - Landing fees
     - Environmental charges
     - Security charges
     - Extra war premium after September 11, 2001

 NO CHARGE FOR CREDIT CARDS

We do not charge our passengers an extra fee for using credit cards when travelling with Iceland Express.

 REFUNDS

Payment is only refunded when a flight has been cancelled by Iceland Express, see Delayed or Cancelled Flights, or upon possession of a cancellation insurance paid to Iceland Express when the original booking was made, see Cancellation Insurance. Tickets may however be rebooked at varying prices, see Changing your Journey. In many cases passengers may already have a valid insurance, e.g. when paying with certain credit cards or perhaps included in your travel insurance, house or property insurance.

 CHANGING YOUR JOURNEY

You can rebook your journey yourself on the Internet. Rebooking must be at least three hours before departure.You can change date, route, or the name on your booking, or you can make all the three changes at the same time. Please note that there is a fee attached, GBP 25 (DKK 250, EUR 30, ISK 2.500) per change. Just log in with your booking number or email address, together with your PIN code that you received when you made your original booking. You then pay directly with your credit card as per instruction. Please note that the fee is per person, per one purpose and per one single flight. Should you have many changes at the same time, it might be more advantageous to buy a new ticket. You can always contact our Call Centre if you need help. The price difference for rebooking to a more expensive flight must also be paid. We do not refund the price difference for rebooking to a cheaper flight.

 ELECTRONIC TICKETS

The confirmation of your booking that we send you by email is your ticket. Your ticket contains your booking number and other valuable information. It is important that you read this information carefully, including the Important Notice to Passengers. It can vary from time to time, so please check it each time you buy a new ticket. You can print your ticket directly from the Internet wherever you are in the world. Just remember your booking number and your PIN code. If you book through our Call Centre, we will send the ticket by e-mail to you. We can also post it to you for a fee of GBP 4. You present your ticket when you check in or just state your booking number.

 CHECK-IN

Tickets
You must present your booking number at check-in.

ID documents
All passengers must be able to present a passport or a valid ID-card with a photo at check-in or at any other time during the journey. Your passport is necessary for travel between Iceland and the United Kingdom. Even if you travel via the United Kingdom to other countries, your passport is required. For travels between Iceland and Denmark, within the "Schengen" area, only a valid ID-card with a photo is required. However, we recommend that you always bring your passport with you.

Arrive on time
Our check-in counters open 3 hours before departure in Copenhagen CPH (Copenhagen Airport) and London STN (London Stansted Airport), and 2 hours before departure in Reykjavík KEF (Keflavík Airport). We strongly recommend that you check in at least 2 hours before departure from Copenhagen CPH and Reykjavík KEF, and 1 hour 30 minutes before departure from London STN. Our check-in desks close exactly 30 minutes before departure at all airports. The risk of missing the flight is very high when you check in just before we close. You run a severe risk of getting stuck waiting to pass the security control. We do not assume any responsibility to transport you and your baggage just because we checked you in, if you do not present yourself at the departure gate in time. It is solely your own responsibility to board the aircraft at the time we announce the boarding. Passengers who present themselves at the check-in counter later than 30 minutes before departure, or do not appear at the gate when we board the aircraft, will lose their seat on the aircraft and will not have right to rebook, claim a refund or any other form of compensation.

Onward flights
Please note that Iceland Express flights do not involve any interline cooperation with other airlines. This means that you will have to treat flights with other airlines as if they are the first flight in your journey. 

When you fly with Iceland Express and go on with—or arrive from—other airlines, you will always have to collect your baggage, go through the passport control (in the UK only) and customs and then check in again. It is in your interest to observe the check-in times and other requirements of all airlines concerned. Neither Iceland Express nor JETX take any responsibility whatsoever for your flights other than those with Iceland Express, and we do not undertake that your flight with us will arrive in time for you to connect with an onward flight provided by another airline.

 BAGGAGE

Each passenger is allowed to check in, free of charge, one suitcase weighing no more than 20kg. You may also take one piece of hand baggage with you on board, no heavier than 5kg and no larger than 45x35x20cm. In addition, passengers are allowed to take a handbag (US purse), a coat, a bag with tax-free items, a laptop computer and a camera on board with them.

Children under 2 years of age, sitting on an adult's lap, are not entitled to the above baggage allowances.

All baggage over and above the standard allowance is charged at GBP 8 (DKK 85, EUR 11, ISK 950) per kilo per flight leg. Transportation of such items as golf equipment, bicycles, surfboards, hang gliders and skis costs GBP 13 (DKK 135, EUR 18, ISK 1,500) per flight leg (whether or not their weight is within the overall baggage allowance). Bicycles must be properly wrapped in plastic or corrugated cardboard with the handlebars turned inwards, the pedals removed and the tyres deflated. Iceland Express reserves the right to refuse to transport the above-mentioned items if they are in excess of the free allowance of 20kg.

Certain items are not permitted on Iceland Express' flights including: Weapons and explosive materials, including fireworks. All types of toxic substance, radioactive material, all types of gas. For full details of such prohibited items see Article 8.3 of the Conditions of Carriage of JETX Limited.

The following items may only be carried in checked-in baggage and may not be taken on board the aircraft in your hand baggage:
     - Toy weapons or other imitations
     - Catapults
     - All types of knives
     - Razorblades
     - Darts
     - Scissors, including small nail scissors
     - Cricket and baseball bats, etc.

 LOST OR DAMAGED BAGGAGE

Please read the Important Notice to Passengers. If your baggage becomes damaged or lost whilst in our custody, you must inform our ground personnel immediately upon arrival at the airport. Unless you do so any claim made after that cannot be accepted. In accordance with applicable law (see Conditions of Carriage of JETX Limited).

 NUMBERED SEATS ON ALL FLIGHTS

All passengers have their own numbered seat on all flights. The seat numbers will be allocated at check-in. Passengers who book together will normally be allocated seats next to each other or as close to each other as possible, but we cannot guarantee this. Passengers cannot change seats at will on board. You may only change seats with the approval and under the supervision of the cabin crew.

 AGE LIMITS FOR CHILDREN

Infants (children under 2 years of age)
Infants are children who have not reached their second birthday at the day of the journey. Infants will only be accepted for carriage if they are more than two weeks old.
Infants may fly for a small service charge, provided they sit on the lap of the accompanying person. The charge is ISK 730 (GBP 7, EUR 9, DKK 70) when flying from Reykjavík KEF and Copenhagen CPH, but ISK 2.500 (GBP 21, EUR 30, DKK 221) when flying from London STN. No more than two infants per accompanying person are allowed. There is no baggage allowance for infants.

If an adult is travelling with more than one infant under the age of two years, but at least six months, one infant may sit on the accompanying adult’s lap and the other infant must occupy a separate seat and be seated in an approved car seat, (see below for description). Please observe that you must pay for an ordinary seat to put the baby seat in.

An adult with infants aged six months or less can only travel with one single infant. Under no circumstances can members of the crew or other unrelated passengers be expected to carry additional infants.

A maximum of 15 infants can be carried on the aircraft, regardless of whether they travel for free in an adult's lap or if they travel in a separate seat.

If an infant reaches his or her second birthday on a date between the outward and the return journey, a seat must be booked for the infant for the return journey. It is strictly forbidden for a young child of two years of age or more to travel on an adult's lap and there are no exceptions to this rule.

Where two adults are travelling together with two infants, it will normally be necessary to seat one adult and one infant in a separate row to the other adult and infant to ensure that oxygen masks are available for all four people in each row of three seats.

Infants who are a minimum of six months of age, may be seated in a purpose-designed car-type seat meeting approved safety requirements, provided that an extra seat is booked. The car seat must be forward-facing, designed to be secured by a single lap strap and be fitted with a single-release five-point harness which secures the infant's lap, torso and shoulders. The seat must be in good condition with all attached tables/trays and toys removed and passengers should carry the operating instructions with them wherever possible. The cabin crew will assist with securing of the seat to the aircraft seat, but retain the right to decline permission for safety reasons for a car-type seat to be occupied by an infant or child up to the age of three during take-off and landing.

Children between 2 and 3 years of age
A child between two and three years old may be seated in a purpose-designed car-type seat that meets approved safety requirements, (see description and procedure above under “Infants”). A child may never travel sitting on an adult's lap when over 2 years old.

Travelling alone 5-12 years
All children over 5, but who have not reached their 12th birthday, can travel alone with Iceland Express, subject to the following provisions.

The children must be booked as specially marked "unaccompanied minors". All precautions are taken to ensure their security during the entire flight.

It is mandatory to use this service for all children between 5 and 12 years travelling alone. A special form has to be filled in by the parent or guardian of the child and be presented at check-in. This form is available at all our airports.

When you arrive with the child to our check in desk, you will meet one of our staff members to whom you deliver your filled in form. Our staff member will then accompany the child onboard our aircraft and formally hand over the custody to a member of the cabin crew, which assumes responsibility for the child during the flight. Upon landing, the child will be handed over, at the exit of our aircraft, to an assistant who accompanies the child through the passport control, collects baggage, passes the customs and finally, upon ID-proof, delivers the child to the person who is pre-announced on the sheet the child is wearing around the neck. The charge for this service is GBP 25 (DKK 250, EUR 30, ISK 2.500) per flight leg.

Travelling alone 12-15 years
There are two options: either the child can be booked as an unaccompanied minor (see above 5-12 years) or the child can travel without any special care, as an adult, (see below 15-18).

Travelling alone 15-18 years
You must have reached your 18th birthday to travel as an adult. Children between 15 and 18 travel unaccompanied and under the same conditions as adult passengers. This means that Iceland Express does not provide supervision or any form of assistance for these passengers. Should the child need assistance at the airport, you can book “Meet and assist”, see Passengers with Special Needs.

 PREGNANCY AND FLYING

Pregnant women may travel without restrictions up until the 27th week of their pregnancy. Between the 28th and 34th week of pregnancy, a doctor's certificate is required that permits the woman to make the trip in question and provides details of the expected date of delivery. Women in their 35th week or more of pregnancy are not allowed to travel with Iceland Express. It is the responsibility of the passenger to show their pregnancy certificates at check in, or whenever requested.

 PASSENGERS WITH SPECIAL NEEDS

Passengers with special needs must book accordingly. The booking system will show you the different options. You do not have to call us; everything can be done directly by yourself on our website. We require this information in order to allocate you a suitable seat. These are our codes:

MAAS = Meet and assist. Any passenger may require assistance for guidance and transport at any of the airports we fly to.

WCHR = A wheelchair passenger who can walk a short distance across the ramp to/from the aircraft.

WCHS = A wheelchair passenger who needs assistance with stairs.

WCHC = A wheelchair passenger who needs to be carried between the wheelchair and the aircraft seat.

PRM = Blind passengers, deaf passengers, pregnant women between 28th and 34th week, see Pregnancy and Flying,

UNMINS= All children who have reached their 5th birthday, but not their 12th, must be booked according to our special procedures, see Age limits for children. Children who have reached their 12th birthday but not their 18th, can at parent's or guardian's choice be booked, either according to the same procedures as for those between 5 and 12 years, or travel as an adult over 18 years without any special attention, see Age Limits for children.

 ANIMALS

Dogs and cats are accepted, but not in the passenger cabin. They must be transported in cages in the hold. If you travel on the same flight as your animal, we call it a "PET"-transport. If the animal is sent alone, we call it a transport of "LIVE ANIMAL". To London, PET-Transports are not allowed (even if you travel on the same flight), only the transport of "LIVE ANIMAL".

For PET-transports, the price is GBP 8 (DKK 85, EUR 11, ISK 950) per kilo. The kilo price refers to the total weight of the animal and the cage.

You must ensure that the case complies with the International Air Transport Association Live Animal Regulations Container Requirement wihich specifies legal requirements in terms of its construction and size. Iceland Express cannot supply these cages.

For "LIVE ANIMALS", the price structure is based on the volume of the cage as your animal is sent as cargo with an airway bill. Please contact Iceland Express for further information.

Before undertaking the transport, it is your sole responsibility to contact the necessary veterinarians regarding required certificates, quarantine procedures and other formalities that apply to the transport of animals between the countries in question.

 TRANSPORT OF DECEASED PERSONS

Iceland Express accepts transport of deceased persons in coffins or urns. You need to present a copy of the death and cremation certificates. Passengers transporting urns must ensure that they are packed in a suitable manner and kept as hand baggage on board. We recommend that you inform the company handling the baggage when checking in. For transport of coffins, you are requested to contact Iceland Express beforehand. The price for the transport of a coffin is GBP 600 (DKK 6.300, EUR 850, ISK 70.000).

 WAITING LIST / STANDBY

Iceland Express does not operate waiting lists for standby passengers.

 DENIED BOARDING DUE TO OVERBOOKING

Iceland Express does not operate an overbooking system. Therefore no passenger who has a confirmed seat on an Iceland Express flight can or will be denied boarding due to overbooking.

 DELAYED AND CANCELLED FLIGHTS

The following states Iceland Express's liability to you in respect of delayed and cancelled flights. Please note that any liability of the air carrier in the event of delays and cancellations is subject to the Conditions of Carriage of JETX Limited to which you should refer before booking any Iceland Express flight.

Delayed Flight 
If your flight is delayed for reasons outside our control, e.g. Force Majeure, including but not limited to Air Traffic Control, Weather, Security Alerts, Industrial Action and Strikes, Airport and Runway Closures, you will not be compensated by Iceland Express.
If your flight is delayed for other reasons, e.g. technical reasons, Iceland Express will compensate you as follows.

If a delay occurs of more than two hours from the scheduled time of departure, you will be entitled to receive a voucher to a value of GBP 5, or the equivalent amount in DKK, EUR or ISK.

If a delay occurs of more than four hours from the scheduled time of departure, you will be entitled to receive a voucher to a value of GBP 7,50, or the equivalent amount in DKK, EUR or ISK.

If a delay occurs of more than six hours from the scheduled time of departure, you will be entitled to receive a voucher to a value of GBP 10, or the equivalent amount in DKK, EUR or ISK.

If the delay requires you to wait overnight and should you have no other alternative accommodation available, Iceland Express will arrange your overnight hotel accommodation (one night only to include breakfast) and transport to and from the hotel.

Iceland Express will not compensate you any further for any reason whatsoever, other than those presented here.

Cancelled flight
In the extreme event of a flight being cancelled, you will be entitled to transfer your seat free of charge to another Iceland Express flight at your choice, subject to space available, or you can cancel your seat and receive a full refund via the original method of payment, inclusive of all taxes and charges made.

In case you have booked two flights and the cancelled flight is your outward journey, you are also entitled to make the same arrangements at your choice for the homeward journey.

If your flight is cancelled for reasons other than Force Majeure and the cancellation requires you to wait overnight and should you have no other alternative accommodation available, Iceland Express will arrange your overnight hotel accommodation (one night only to include breakfast) and transport to and from the hotel.

 LIABILITY FOR DEATH AND INJURY

Iceland Express's liability in the event of death or injury is limited in accordance with the liability rules of the Convention as defined in the Conditions of Carriage of JETX Limited, see Articles 1 and 15 thereof.

Please read the Important Notice to Passengers.

 CARGO

From Reykjavík KEF to Copenhagen CPH and/or London STN:
Contact Iceland Express via email to signys@icelandexpress.is or by telephone + 354 5 500 649 or fax + 354 4 250 561. You can also contact any other forwarder you prefer and make a booking on Iceland Express flight.

From Copenhagen CPH to Reykjavík KEF:
Contact UTI Logistics (Nordic), Copenhagen Airport, DK-2770 Kastrup, via email to jlysholm@go2uti.com, telephone +45 7022 3970 or fax +45 7022 3971. You can also contact any other forwarder you prefer and make a booking on Iceland Express flight.

From London STN to Reykjavík KEF:
Contact Fistral Impex Ltd, 6 Taylors End, Long Border Road, Stansted Airport, Essex CM24 1RL, via email to markr@fistral-impex.co.uk, telephone +44 (0)1279 680 345 or fax +44 (0)1279 680 572.

Version 2005-05-03 V