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CONDITIONS FOR BOOKING

REGULATIONS

1. As used in these Regulations
1.1. "we", "our", "ourselves" "carrier" and "us" means Zambian Airways.
1.2. "you", "your", "yourself" and "passenger" means any person to be carried on our aircraft, with our consent.
2. Your itinerary/e-ticket/receipt together with these Regulations and our General Conditions of Carriage, constitutes your ticket for all legal, regulatory and contractual purposes. A copy of our Regulations and General Conditions of Carriage is available on our website or on request from us. It is important that you read these conditions as they contain clauses which limit our liability for loss or damage.
3. Payment for a ticket must be made at the time of ticketing. We accept USD or ZMK cash; local pre-approved cheques; Visa and Mastercard credit cards. No bank direct deposits are accepted. The time limit for holding any flight reservation is 24 hours so payment must be made in full within this time, or your booking will automatically be removed from the system.
4. International check-in desks will open 3 (three) hours before the scheduled time of departure of your flight. We strongly advise passengers to check in 3 (three) hours before flight departure. International check-in desks close 1 (one) hour prior to scheduled departure. Any passenger who arrives less than 1 (one) hour before international departure or fails to travel for any reason will forfeit his or her seat and no refund or credit will be given.
5. Domestic check-in desks will open 60 (sixty) minutes before the scheduled time of departure of your flight. We strongly advise passengers to check in 60 (sixty) minutes before flight departure. Domestic check-in desks close 20 (twenty) minutes prior to scheduled departure. Any passenger who arrives less than 20 (twenty) minutes before domestic departure or fails to travel for any reason will forfeit his or her seat and no refund or credit will be given.
6. You must be at the boarding gate 20 (twenty) minutes prior to departure.
7. Passengers needing any special assistance including those requiring wheelchair assistance must contact our call centre (+26 01 257655) prior to making their booking. Limited space is available, and any passenger not advising us in advance, may be refused to travel.
8. For operational reasons we will accept a maximum of 2 (two) wheelchair passengers per flight. We will only accept groups of more than 2 (two) wheelchair passengers by prior arrangement.
9. We do accept unaccompanied children for travel, except as noted below. Unaccompanied children are defined as children under the age of 12 (twelve) years who are traveling without an adult aged 16 years or older. The parent or guardian of the passenger is required to notify us in advance of such children. The parent or guardian of the passenger will be required to fill out our release form "Unaccompanied Minor" at the departure airport before we will accept passenger for travel. We do not accept unaccompanied children for travel on our Johannesburg route. Unaccompanied young persons must be 12 (twelve) years or over to be accepted on Johannesburg flights.
10. Infants under the age of 2 years (on the date of travel) are classified as infants, provided they sit on an adult's lap. Each infant is to be accompanied by one adult.
11. On board our flights, you will only be allowed to drink alcoholic beverages purchased by you on board the aircraft, and the consumption of alcohol supplied or brought on board by you or third parties is strictly prohibited. No on-board catering service is provided on our Johannesburg flights. Drinks and snacks (a limited variety) will be available for sale on board our Johannesburg flights.
12. You must present your unique reference number together with positive identification at check in before departure. Passengers who fail to present their unique reference number and positive identification will forfeit their seats and no refunds or credits will be given. For all flights to Johannesburg, you are required to have at least two blank facing pages in your valid passport. We will not accept you for carriage if you do not meet this requirement and no refunds or credits will be given.
13. We do not operate a connecting flight or interlining service and therefore the passenger will need to check in with their baggage for each leg of his/her journey. The carrier is a point to point airline and cannot and will not accept liability for missed connections between flights on its services or on any other airline or for any consequential expenses loss or damage which may arise for missed connections or delays. It is strongly recommended that you leave at least 120 minutes between flights.
14. Fare Rules
14.1. Infants (under 2 years of age on date of travel) may pay an infant fare if sitting on adult's lap. Infant fare is free of charge on Johannesburg and 10% of adult fare on all other routes.
14.2. Johannesburg fares are non-refundable. Other fares are refundable provided that a refund request letter is submitted in our offices at least 24 hours before flight. The current administration fee is $25 per ticket. All refunds are subject to the carrier's approval and may or may not be approved. Exceptions to this are listed in section 14.8.
14.3. Reservations for a flight can be changed up to close of business on the day before the original flight date, subject to seats being available on the new flight. You can change your reservation for a flight subject to payment of a change of reservation fee per passenger per one way flight, plus any difference in the available fare and tax (if applicable) on the new flight. If the available fare is lower on the new flight, no refund will be issued. Our current change of reservation administration fee is US$ 25 per one way flight. An upgrade fee between the old ticket price and the new ticket price will be charged over and above the standard US$ 25 change fee. Any date change on the day of flight will not be allowed and no refunds will be given. Exceptions to this are listed in section 14.8.
14.4. Once you have made a reservation, names of passengers may be changed on payment of an administration fee per passenger. Our current administration fee is US$ 25 per name change per booking. Exceptions to this are listed in section 14.8.
14.5. All date and passenger name changes must be made in one of our offices and all fees must be paid at that time. Date and Name changes will not be allowed over the phone. Exceptions to this are listed in section 14.8.
14.6. A ticket is good for carriage for 6 (six) months from date of issue, except as otherwise provided in section 14.8 and subject to payment of Carrier's change of reservation fee, administration fee and other charges in respect of any change of reservation by the passenger or change of name by a customer or otherwise as specified in the Carrier's Conditions of Carriage. Carrier may refuse transportation if the applicable fare has not been paid.
14.7. Resident fare may only be purchased with proof of Zambian residency. Valid documents include Zambian birth certificate, Zambian national registration card, Zambian immigration permit book, Zambian drivers license.
14.8. Exceptions to the above Fare Rules are as listed here:
14.8.1. Refunds
14.8.1.1. Y class Ndola and Harare - no administration fee applied as long as refund applied for before flight departure.
14.8.1.2. Y class Mfuwe, Livingstone, Lower Zambezi - up to 8 days before flight, no administration fee applied; within 7 days of flight, administration fee is 50% of ticket value, as long as refund applied for up to 24 hours before flight.
14.8.2. Date/Name Changes
14.8.2.1. Y class Ndola, Harare, Mfuwe, Livingstone, Lower Zambezi - no administration fees applied as long as change made before flight.
14.8.2.2. Y class Ndola, Harare, Mfuwe, Livingstone, Lower Zambezi - reservation changes may be made over phone or email.
14.8.3. Validity
14.8.3.1. Y class Ndola and Harare - ticket is good for carriage for one year from date of issue.
14.8.3.2. M class Mfuwe, Livingstone, Lower Zambezi - ticket is good for carriage for three months from date of issue.
14.8.4. Any additional exceptions to the Fare Rules will be listed on our Fares Sheet.
15. Baggage Allowances
15.1. Johannesburg - You are allowed one item of hand luggage (which must be smaller than 55cm x 40cm x 20cm and weight less than 7kg) and you are allowed hold baggage up to 30kg. Any excess over 30kg is chargeable at $0.50 per kilo up to 70 kilos excess. Any excess over 100 kilos is chargeable at $2.50 per kilo up to 150 kilos excess. Infants who share your seat have no baggage allowance.
15.2. Harare; Ndola - You are allowed hold baggage up to 20kg. Any excess is chargeable at $1.18/kilo for Ndola and $2.35/kilo for Harare.
15.3. Chipata; Livingstone; Mfuwe - You are allowed hold baggage up to 15kg. Any excess is chargeable at $1.18/kilo.
15.4. Lower Zambezi - Royal and Jek - You are allowed hold baggage up to 12kg in soft baggage only. Any excess is chargeable at $1.18/kilo.
15.5. All excess baggage may or may not be accepted due to the load restrictions on the aircraft.
15.6. Bicycles, fishing equipment, golf clubs, surfboards, etc., are not considered normal items of baggage and will only be carried subject to availability of space. An excess baggage fee will be charged for these.
16. All carriage is offered by us in accordance with the Regulations and subject to our General Conditions of Carriage for Passengers and Baggage from time to time in force. Regulations are subject to change without prior notice, the updated version of the Regulations is available on www.zambianairways.com.
17. Any exclusion or limitation of liability of the carrier shall apply to and be for the benefit of agents, servants and representatives of the carrier and any person whose aircraft is used by carrier for carriage and its agents, servants or representatives.
18. No agent, servant or representative of the carrier has authority to alter, modify or amend provisions of this contract.

GENERAL CONDITIONS OF CARRIAGE FOR PASSENGER AND BAGGAGE - EFFECTIVE 1 JULY 2006
• Article 1: DEFINITIONS OF PARTICULAR EXPRESSIONS IN THESE CONDITIONS
• Article 2: APPLICABILITY
• Article 3: TICKETS
• Article 4: FARES AND CHARGES
• Article 5: RESERVATIONS
• Article 6: CHECK-IN AND BOARDING
• Article 7: REFUSAL AND LIMITATION OF CARRIAGE
• Article 8: BAGGAGE
• Article 9: SCHEDULES, CANCELLATION OF FLIGHTS
• Article 10: REFUNDS
• Article 11: BEHAVIOUR ON THE AIRCRAFT
• Article 12: ARRANGEMENTS FOR ADDITIONAL SERVICES
• Article 13: ADMINISTRATIVE FORMALITIES
• Article 14: SUCCESSIVE CARRIERS
• Article 15: LIABILITY FOR DAMAGE
• Article 16: TIME LIMITATION ON CLAIMS AND ACTIONS
• Article 17: ACTION FOR DAMAGES MUST BE BROUGHT WITHIN 2 (TWO) YEARS
• Article 18: OUR REGULATIONS
• Article 19: MODIFICATION AND WAIVER
• Article 20: APPLICABLE LAW

ARTICLE 1: DEFINITIONS OF PARTICULAR EXPRESSIONS IN THESE CONDITIONS
As you read these conditions, please note that:
"we", "our", "ourselves" and "us" means Zambian Airways duly incorporated under the company laws of the Republic of Zambia with its main place of business situated at Lusaka International Airport.
"you", "your" and "yourself" means any person, except members of the crew, carried or to be carried on our aircraft, having a ticket, valid for the transportation. (See also the definition for "passenger".)
"agreed stopping places" means those places, except the place of departure and the place of destination, set out in your ticket or shown in our timetables as scheduled stopping places on your route.
"airline designator code" means the two or three letters or the letters or numbers which identify particular air carriers.
"appropriate identification" means either a valid passport with photo or a Zambian national registration card or a Zambian immigration permit book or Zambian driver's license.
"authorized agent(s)" means a passenger sales agent who has been appointed by us to represent us in the sale of air transportation on our services.
"baggage" means your articles, effects and other personal property necessary or appropriate for wear, use, comfort or convenience in connection with your trip. Unless otherwise specified, it includes both your checked and unchecked baggage.
"baggage check" means those portions of the ticket which relate to the carriage of your checked baggage.
"baggage identification tag" means a document we give to you to identify each piece of your checked baggage.
"checked baggage" means baggage which we have taken into our custody and for which we have issued a baggage identification tag or a baggage check or both. (Checked baggage normally travels in the hold of the aircraft.)
"check-in deadline" means the time limit we have set by which you must have completed check-in and received your boarding pass.
"conditions of carriage" means these conditions of carriage.
"Convention" means whichever of the following instruments are applicable:
• the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (hereinafter referred to as the Warsaw Convention);
• the Warsaw Convention as amended at The Hague on 28 September 1955;
• the Warsaw Convention as amended by Additional Protocol No.1 of Montreal (1975);
• the Warsaw Convention as amended at The Hague and by Additional Protocol No.2 of Montreal (1975)
• the Warsaw Convention as amended at The Hague and by Additional Protocol No.4 of Montreal (1975);
• The Guadalajara Supplementary Convention (1961) where applicable
• The Montreal Convention (1999)
"damage" includes death, wounding, or bodily injury to a passenger, loss, partial loss, theft or other damage, arising out of or in connection with carriage or other services incidental to it performed by us.
"day" means all seven days of the week. For the purposes of sending notices, we will not count the day on which the notice is sent. For the purpose of deciding whether a ticket is valid, we will not count the day on which a ticket was issued.
"flight" means a flight from one point indicated on the ticket to the next.
"itinerary /receipt" means a document or documents we or our authorized agent(s) issue to you that contains the passenger name, flight information and notices.
"passenger" means any person, except members of the crew, carried or to be carried on our aircraft, with our consent (See also the definition for "you", "your" and "yourself".)
"SDR" means a Special Drawing Right, which is the composite unit of currency constituting the official unit of exchange of the International Monetary Fund.
"stopover" means a scheduled stop on your journey, at a point between the place of departure and the place of destination.
"tariff" means the published fares, charges and/or related Conditions of Carriage of an airline filed, where required, with the appropriate authorities.
"ticket" means the itinerary/receipt issued by us or on our behalf, and includes our Conditions of Carriage, Regulations and notices.
"unchecked baggage" means your baggage other than your checked baggage. (You normally take your unchecked baggage with you onto the aircraft.)
"unique reference number" means the booking reference number or code that we have provided you at the time of making a reservation and as contained on the itinerary/receipt.
"validity period" means the period for which a ticket is valid.

ARTICLE 2: APPLICABILITY
2.1 General
2.1.1 Subject to Article 2.2, these conditions of carriage will apply to all flights operated by us.
2.1.2 These conditions of carriage apply to gratuitous and reduced fare carriage and to other services incidental thereto except to the extent that we have provided otherwise in our Regulations or in the relevant contracts, passes or tickets.
2.1.3 These conditions of carriage apply to all of our business activities, including but not limited to charter operations and shuttle services incidental thereto.
2.2 Overriding law
These conditions of carriage are applicable unless they are inconsistent with tariffs or applicable law in which event such tariffs or laws shall prevail. If any provision of these conditions of carriage is invalid under any applicable law, the other provisions shall nevertheless remain valid.
2.3 Conditions prevail over Regulations
Except as provided in these Conditions of Carriage, in the event of inconsistency between these Conditions of Carriage and any of our Regulations, dealing with particular subjects, these Conditions of Carriage will prevail

ARTICLE 3: TICKETS
3.1 Requirement for valid ticket
3.1.1 We will provide carriage only to the passenger named in the ticket and you will be required to produce your unique reference number and appropriate identification.
3.1.2 A ticket is non-refundable (except as provided in Article 10 and our Regulations), non-endorseable except as at below and cannot be cancelled. We reserve the right in our sole discretion in certain circumstances including but not limited to cancelled, delayed and overbooked flights to endorse your ticket over onto the services of another carriers. Should your ticket be so endorsed and should you as a result thereof be carried on the services of another carriers, that carriers' Conditions of Carriage will apply in respect of that flight. Under no circumstances are you entitled to request an endorsement.
3.1.3 When a ticket has been issued by us or by one of our authorized agent(s) on our behalf it is and remains at all times our property.
3.1.4 You shall not be entitled to be carried on a flight unless you provide us with appropriate identification and a unique reference number which has been duly issued by us or our authorized agent(s).
3.1.5 In case of either loss of a ticket, or non-presentation of a ticket and your unique reference number, we will, on your request replace such ticket by issuing a new ticket, provided (a) that you provide us with appropriate identification which then matches the name on the ticket, and (b) provided there is evidence, readily ascertainable at the time, that a ticket valid for the flight(s) in question was duly issued and you sign an agreement to indemnify us for misuse of the ticket.
3.1.6 When this is not the case then we may require the passenger to pay up to the full ticket price for a replacement ticket, subject to refund, if and when we are satisfied that the original ticket has not been used before the expiry of its validity. We may levy a reasonable administration charge for this service.

3.2 Period of Validity
A ticket is good for carriage for 12 months from the date of issue except as otherwise provided for in the ticket, tariffs and related Regulations and subject to payment of a changed reservation fee and/or administration fee and other charges in respect of any change of reservation or change of name or otherwise as specified in these Conditions of Carriage.

3.3 Change of Reservation
Reservations for a flight can be changed up to the close of business on the day before the scheduled date of departure of the original flight, subject to seats being available on the new flight, except as otherwise provided for in the ticket, tariffs and related Regulations. You can change a reservation for a flight subject to the payment of a change of reservation fee per person per one way flight plus any difference in the available fare and tax (if applicable) on the new flight. If the available fare is lower on the new flight, no refund will be issued. See our Regulations for the current change of reservation fee applicable.

3.4 Change of Name
Once you have made your reservation, names of passengers may be changed on payment of an administration fee per passenger. See our Regulations for the current administration fee applicable.

ARTICLE 4: FARES AND CHARGES
4.1 General
Your fare covers transporting you from the airport at the place of departure to the airport at the place of destination, unless we say otherwise. Your fare does not include ground transportation between one airport and another or between the airport and the town terminal.
4.2 Applicable Fares
Subject to Articles 3.3, 3.4 and 4.3, we or our authorized agent(s) will work out the fare for your ticket which applies on the date you pay for it. The fare will be for travel on the specific dates shown on your ticket. If you want to change your dates of travel, then in addition to paying the change of reservation fee, the fare paid may also increase as set out in Article 3.3.
4.3 Taxes, fees and charges
4.3.1 You must pay any taxes, fees and charges imposed on us or on you by government or any other authorities, or by operators of airports.
4.3.2 When you buy your ticket, we will tell you about any taxes, fees and charges not included in the fare, and they will normally be shown separately on the ticket.
4.3.3 Zambian National Airports Corporation departure tax will not be shown on the ticket and we are not responsible for informing you of the current tax when you purchase your ticket.
4.3.4 Taxes, fees and charges change constantly and can be imposed or altered after the date we have issued your ticket. If they change or if a new tax, fee or charge is imposed after we have issued your ticket, you will have to pay us any increase.
4.4 Currency
Fares and charges are payable in those currencies acceptable to us, at exchange rates determined by us at the time the ticket is issued.

ARTICLE 5: RESERVATIONS
5.1 Reservation Requirements
5.1.1 Reservations are not confirmed until recorded as accepted by us, supported by a unique reference number and electronic ticket number. We will make this unique reference number and electronic ticket number available to you at the time the ticket is issued.
5.1.2 Fares are non-refundable except as provided for in Article 10 and our Regulations and tickets cannot be cancelled and are non-endorsable except as provided for in article 3.1.2 as above.
5.1.3 Reservations are otherwise subject to our Regulations in force from time to time.
5.2 Ticketing Time Limits
If a passenger has not paid for the ticket prior to the expiry of the specified ticketing time limit, we will cancel the reservation.
5.3 Personal Data
5.3.1 We may use the personal information that you provide, including information about how you use our services and facilities ("your personal information") for the purposes of :
• Making a reservation and issuing a ticket;
• Providing you with your transportation and any related services and facilities;
• Accounting, billing and auditing;
• Checking credit or other payment costs;
• Immigration and custom control;
• Security, administrative and legal purposes;
• Statistical analysis;
• Operating frequent flyer programmes (if applicable);
• System testing, maintenance and development;
• Customer relations;
• Helping us in any future dealings with you; and
• Direct marketing and market research (in which case we will give you an opportunity to opt out).
5.3.2 For these purposes we may release your personal information to:
• Our subsidiary companies;
• Other companies involved in providing you with transportation and related services and facilities;
• Data processors working for us;
• Our agent(s); and
• Government and law enforcement agencies.
5.4 Seating
You may be assigned a seat at check-in, but we cannot guarantee that you will be able to sit in any particular seat. We can change your seat at any time, even after you have boarded the aircraft, as we may need to do this for operational, comfort, safety or security reasons.
5.5 Special Services
5.5.1 We will try to ensure that special services requested by you when you make your reservation, such as wheelchairs from the airport check-in to the aircraft, are available, subject to the provision of Article 7.3.3. a charge may be made to you for the provision of such services. We will not, however, be liable to you for loss, expense, breach of contract or other damage should we, for any reason, be unable to supply such previously requested service.
5.6 Catering
No free on-board catering service will be provided by us as part of our normal service to and from Johannesburg. Drinks and snacks (a limited variety) will be available for sale on board our flights.

ARTICLE 6: CHECK-IN AND BOARDING
6.1 You must have completed the check-in process by the check-in deadline. If you do not complete the check-in process by the check-in deadline, we may decide to cancel your reservation and not carry you. By completing the check-in process, we mean that you have received your boarding pass for your flight.
6.2 You must be present at the boarding gate no later than the time we give you when you check-in. We may decide not to carry you if you fail to arrive at the boarding gate on time.
6.3 We may cancel your reservation if you fail to produce your unique reference number and appropriate identification when checking in.
6.4 We will not be liable to you for any loss or expense you suffer if you fail to meet the check-in deadline or fail to be at the boarding gate on time or fail to produce your unique reference number and appropriate identification at check-in.

ARTICLE 7: REFUSAL AND LIMITATION OF CARRIAGE
7.1 Right to Refuse Carriage
We may decide to refuse to carry you or your baggage if one or more of the following has happened or we reasonably believe may happen:
7.1.1 the carriage of you or your baggage may be in breach of any applicable government laws, regulations, or orders;
7.1.2 the carriage of you or your baggage may endanger the safety, health, comfort or convenience of other passengers or crew;
7.1.3 your mental or physical state, including your impairment from alcohol or drugs, presents a hazard or risk to yourself, to passengers, to crew, or to property;
7.1.4 your condition is such that it is likely to interfere with and/or obstruct the crew in the performance of their duties and/or where your condition is likely to cause other passengers discomfort or cause them to complain;
7.1.5 if carrying you or your baggage may affect the comfort of any person in the aircraft;
7.1.6 if you are drunk or under the influence of drink or drugs;
7.1.7 if you are, or we reasonably believe you are, in unlawful possession of drugs;
7.1.8 if your mental or physical state is in danger or risk to you, the aircraft or any person in it;
7.1.9 if you have refused to allow a security check to be carried out on you or your baggage;
7.1.10 if you have not paid the applicable fare, taxes or charges;
7.1.11 if you have not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security;
7.1.12 If you have used threatening, abusive or insulting words towards our ground staff or a member of the crew of the aircraft;
7.1.13 You have behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or a member of the crew of the aircraft;
7.1.14 You have deliberately interfered with a member of the crew of the aircraft carrying out his/her duties;
7.1.15 You have put the safety of either the aircraft or any person in it in danger;
7.1.16 You have made a hoax bomb threat;
7.1.17 You have committed a criminal offence during the check-in or boarding process or on board the aircraft;
7.1.18 You do not appear to have valid travel documents, may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, destroy your documentation during flight or refuse to surrender your travel documents to the flight crew, against receipt, when so requested;
7.1.19 you are unable to produce your unique reference number together with appropriate identification or the identification produced does not accord with the name in our reservation system;
7.1.20 if you destroy your travel documents during flight;
7.1.21 if you refuse to allow us to photocopy your travel document;
7.1.22 if you have refused to give your travel documents to a member of the crew of the aircraft, when we have asked you to do so;
7.1.23 if you ask the relevant government authority for permission to enter a country in which you have landed as a transit passenger;
7.1.24 if carrying you would break government laws, regulations or orders;
7.1.25 if you have refused to give us information which a government authority has asked us to provide about you;
7.1.26 You have not presented a valid ticket;
7.1.27 You have presented a ticket acquired illegally;
7.1.28 You have presented a ticket which has been reported as being lost or stolen;
7.1.29 You have presented a counterfeit ticket;
7.1.30 You have presented a ticket with an alteration made neither by us or our authorized agents;
7.1.31 You cannot prove you are the person named in the ticket;
7.1.32 if you have changed your transportation other than in accordance with Article 3.3 and Article 3.4;
7.1.33 if you have failed to present your unique reference number, ID documents, passport or your boarding pass or your travel documents to us when reasonably asked to do so;
7.1.34 if you have failed to complete the check-in process by the check-in deadline;
7.1.35 if you have failed to arrive at the boarding gate in time;
7.1.36 You have behaved in a way mentioned above or in connection with a previous flight and we believe you may repeat this behaviour;
7.1.37 You fail to observe our instructions with respect to safety or security;
7.2 Our right to refuse to carry you when we have banned you from our route network
7.2.1 we will be entitled to refuse to carry you or your baggage if we have given you a banning notice and you have bought your ticket while the ban applies;
7.2.2 by a banning notice we mean a notice we have given to you informing you that you are banned from being carried on our route network. (This means that you are banned from travelling on all flights we operate.) This notice will give the date when the ban comes into force and the period for which it applies. A banning notice will also ask you not to buy a ticket or ask or allow anyone to do so for you.
7.2.3 If you purchase a ticket and intend to travel on our services while the banning notice is in force, we will refuse to carry you.
7.3 Special Assistance
7.3.1 Passengers with special needs who book their tickets over the telephone must advise our call centre of their requirements at the time of booking. Passengers wishing to purchase tickets over the Internet must contact our call centre prior to making their booking, to give details of their requirements;
7.3.2 We are unable to accept those passengers with a level of disability which requires the presence of a Care Assistant, unless a Care Assistant is travelling to accompany the passenger;
7.3.3 We will accept a maximum of two wheelchair passengers per flight. We will only accept groups of more than two wheelchair passengers by prior arrangement. Wheelchair facilities can be provided at the airport for passengers who are completely immobile and cannot walk unaided, or are unable to climb the aircraft steps, or cannot walk long distances;
7.3.4.1 We do not accept unaccompanied children for travel on our Johannesburg route. Unaccompanied young persons must be 12 (twelve) years or over to be accepted on Johannesburg flights; Children under 12 years of age cannot travel without an adult aged 16 years or older who must take responsibility for the child;
7.3.4.2 We do accept unaccompanied children for travel, except as noted above in clause 7.3.4.1. Unaccompanied children are defined as children under the age of 12 (twelve) years who are traveling without an adult aged 16 years or older. The parent or guardian of the passenger is required to notify us in advance of such children. The parent or guardian of the passenger will be required to fill out our release form "Unaccompanied Minor" at the departure airport before we will accept passenger for travel.
7.3.4.3 Infants under the age of 2 years (on the date of travel) may fly as infant fares according to our Regulations, provided they sit on an adult's lap;
7.3.5 Carriage of pregnant women, persons with illnesses and other persons requiring special assistance is subject to prior arrangement with us; We are happy to accept pregnant ladies on our flights. In order to ensure the health and well-being of both the mother and the baby, the following policy is in place: For uncomplicated single pregnancies, we restrict travel beyond the end of the 36th week, and for twins, triplets etc., beyond the end of the 32nd week. After your pregnancy has entered its' 28th week, you must carry with you a letter from your doctor or midwife, stating the pregnancy is uncomplicated and confirming the expected date of delivery. In this letter, your doctor should state that you are in good health, that they are happy for you to fly, and that (in their opinion) there is no reason why you cannot fly. Seatbelt extensions are carried on all our flights for use, if required, by pregnant passengers.
7.3.6 We may decide not to carry pregnant women, passengers who are ill, passengers who are disabled, passengers who have limited mobility or need special help, if arrangements to carry them have not been made before check-in.

ARTICLE 8: BAGGAGE
8.1 Free baggage allowance
We will carry some of your baggage free of charge, subject to our conditions and limitations which are available upon request from us.
8.2 Excess baggage
You will be required to pay a charge for carriage of baggage in excess of the free baggage allowance. These rates are available from us upon request.
8.3 Items unacceptable as baggage
8.3.1 You must not include in your baggage (whether as checked baggage or unchecked baggage)
8.3.1.1 items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, and in our regulations (further information is available from us on request);
8.3.1.2 items, the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from, to or over;
8.3.1.3 items which we reasonably consider as unsuitable for carriage because they are dangerous, unsafe, too heavy, too big, fragile or perishable or because of their shape or character. In deciding if items are unsuitable for carriage, we will take account of the type of aircraft being used.
8.3.2 If we discover that you are carrying items which are forbidden as set out in Clause 8.3.1, we will refuse to carry them. Please ask us or our authorized agent(s) for information about forbidden items if you need it.
8.3.3 If, despite being prohibited, any items referred to in Article 8.3.1 are included in your baggage, we shall not be responsible for any loss or damage to such items.
8.4 Firearms
8.4.1 We do not carry firearms and ammunition other than sporting guns or ammunition.
8.4.2 If you want us to carry sporting guns or ammunition you must get our permission before you check in. If you do not, we may decide not to carry them.
8.4.3 All sporting guns and ammunition must be carried as checked baggage and we will not allow you to take them into the aircraft cabin.
8.4.4 All sporting guns carried as checked baggage must be unloaded, have the safety catch on and be suitably packed.
8.4.5 Carrying of sporting guns and ammunition is covered by the ICAO Technical Instructions and the IATA Regulations referred to above.
8.4.6 You must make sure that you have all the documents you need for the sporting gun and ammunition to be carried. If you do not, we may decide not to carry them.
8.5 Dangerous items you must not take with you on the plane
8.5.1 You must not take any item into the aircraft cabin if we tell you that we reasonably believe that its presence there would affect the safety and security of the aircraft or any person in it.
8.5.2 You must not take antique, toy or replica guns into the aircraft cabin.
8.5.3 You must not take swords, knives, archery bows, arrows or similar weapons into the aircraft cabin.
8.5.4 We may tell you either to check in items referred to in Clauses 8.5.1, 8.5.2 or 8.5.3 as checked baggage or refuse to carry them altogether.
8.6 Fragile or perishable items must not be packed in baggage, checked into the hold (including the last on first off ("LOFO"). You must not include in your checked baggage fragile or perishable items or items of special value such as but not limited to
• Money;
• Jewellery;
• Precious metals;
• Computers;
• Personal electronic devices;
• Share Certificates, Bonds or other valuable documents;
• Business documents or samples; or
• Passports and other identification documents.
8.7 We are not responsible for loss of or damage to forbidden items. If, despite the fact that an item is forbidden under Clauses 8.3, 8.5 or 8.6, you included it in your baggage, we will not be responsible for any loss or damage caused to it.

8.8 Right to Refuse Carriage
8.8.1 We will refuse to carry as baggage the items described in Article 8.3 and Article 8.5, and we may refuse further carriage of any such items on discovery.
8.8.2 We may refuse to carry as baggage any item because of its size, shape, weight, contents or character, or for safety or operational reasons, or in the interests of the comfort and convenience of other passengers.
8.8.3 We may carry on later flights baggage which is in excess of your free baggage allowance unless you have made advance arrangements for its carriage with us.
8.8.4 We will refuse to carry checked baggage if we reasonably believe that it is not properly and securely packed in suitable containers.
8.9 Our right to Search, Screen and X-Ray you and your baggage
8.9.1 For reasons of safety and security we will ask to search and screen you and search, screen or X-Ray your baggage. We will always try to search, screen or X-Ray your baggage when you are present. However, if you are not available, we may search your baggage in your absence. If you do not allow us to carry out the necessary safety and security searches, screenings and X-Rays, we will refuse to carry you and your baggage.
8.9.2 If a search or screening causes damage to you, or a search, screening or X-Ray causes damage to your baggage, we will not be liable for the damage unless it was caused by our gross negligence or fault.
8.10 Checked Baggage (Baggage checked into the hold )
8.10.1 On delivery to us of your baggage which you wish to check in or of your baggage which we require you to check in prior to boarding we will take custody of, and mark the baggage with a baggage identification tag for each piece of your checked baggage.
8.10.2 Checked baggage must have your name or other personal identification affixed to it.
8.10.3 Checked baggage will, wherever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your checked baggage is carried on a subsequent flight we will hold your baggage for you at our airport office, unless applicable law requires you to be present for customs clearance.
8.11 Unchecked baggage (Baggage you carry onto the plane)
8.11.1 We may specify maximum dimensions for baggage which you carry on to the aircraft. If we have not done so, baggage which you carry onto the aircraft must fit under the seat in front of you or in an enclosed storage compartment in the cabin of the aircraft. If your baggage cannot be stored in this manner, or is of excessive weight, or is considered unsafe for any reason, it must be carried as checked baggage .
8.11.2 We will when cabin space permits, allow you to carry a "laptop" personal computer, over and above your cabin baggage allowance. When space does not permit, we may require the laptop to be assessed as part of your free baggage allowance, and carry as checked baggage the laptop and such other items of baggage that would otherwise be carried in the passenger cabin.
8.11.3 Objects not suitable for carriage as checked baggage (such as delicate musical instruments), and which do not meet the requirements in Article 8.11.1 above, will only be accepted for carriage in the passenger cabin if you have given us notice in advance and permission has been granted by us. You may have to pay a separate charge for this service and the carriage of such baggage is subject to there being available space. No guarantee is given that such object will be carried.
8.12 Collection and Delivery of Baggage
8.12.1 Unless Clause 8.10.3 applies, you are required to collect your checked baggage as soon as it is made available at your place of destination. Should you not collect it within a reasonable time, we may charge you a storage fee. Should your checked baggage not be claimed within three (3) months of the time it is made available, we may dispose of it without any liability to you.
8.12.2 Only the passenger is entitled to delivery of the checked baggage.
8.12.3 If a person claiming checked baggage is unable to produce the baggage check or identify the baggage by other means, we will deliver the baggage to such person only on condition that he or she establishes to our satisfaction his or her right to the baggage.
8.13 Animals
8.13.1 We will carry your animals subject to the following conditions:
8.13.1.1 On domestic flights (by which we mean flights within the Republic of Zambia), the following will apply:
• Only guide dogs accompanying disabled passengers can be taken into the aircraft cabin;
• Guide dogs will be carried;
• We will carry domestic pet animals, such as pet dogs and pet cats, as part of your checked baggage.
• All other animals must be carried as cargo.
8.13.2 On international flights (by which we mean all flights other than domestic flights) the following will apply:
• You must not take any animal into the aircraft cabin;
• Guide dogs accompanying disabled passengers will be carried free as checked baggage;
• Pet dogs and pet cats will be carried as checked baggage.
• We will only carry guide dogs, pet dogs and pet cats if it would be legal for them to arrive as checked baggage at your place of destination.
• All other animals must be carried as cargo.
8.13.3 On all flights (by which we mean both domestic and international) the following will apply:
• Except for guide dogs accompanying disabled passengers, animals and their containers will not be part of your free baggage allowance and you will have to pay an excess baggage charge for them.
• You must make sure that all animals travelling as part of your checked baggage are put in proper, adequate and secure containers. If you fail to do this, we may decide not to carry the animal.
• You must present to us all health and vaccination certificates, entry permit, transit permits, exit permits and other documentation needed for the animal. If you fail to do this, we may decide not to carry the animalUnless carrying the animal is covered by the liability rules of the Convention, we will not be responsible for their loss, sickness, injury or death unless we have been grossly negligent.
• We are not liable to you for any loss you suffer because you do not have the health and vaccination certificates, entry permits, transit permits, exit permits and other documents needed for your animal. You must repay to us any fines, costs, charges, losses or liabilities we have paid or suffered because you did not have these documents.
• It is your responsibility to ensure that the animals are suitably sedated so as to enable them to undertake the flight without anxiety or stress.

ARTICLE 9: SCHEDULES, CANCELLATION OF FLIGHTS
9.1 Schedules
9.1.1 The flight times shown on the timetable may change between the date of publication and the date you actually travel. We do not guarantee these flights to you and they do not form part of your contract or carriage with us.
9.1.2 Before we accept your bookings, we or our authorized agent(s) will tell you the scheduled departure time of your flights. We may need to change the scheduled departure time of your flight after your ticket has been sent to you. If you give us or our authorized agent(s) contact information, we or they will try to let you know about any changes.
9.1.3 If, after you buy your ticket
• we made a significant change to the departure time of your flight;
• you find this change unacceptable;
• we or our authorized agent cannot book you on another flight which you are prepared to accept, We will give you a refund in accordance with Article 10.
9.1.4 We do not operate a connecting or interlining service and therefore the passenger will need to check in with his/her baggage for each leg of his/her journey. We are a point to point airline and cannot and will not accept responsibility for missed connections between flights on our services or with any other airline or for any consequential expenses which may arise for missed connections.
9.2 Cancellation, rerouting, etc
9.2.1 If we cancel a flight, we shall endeavor to advise you via telephone, sms or e-mail. It is therefore important that you provide us with accurate contact information. Then we shall either:
9.2.1.1 Carry you on another of our scheduled services on which space is available without additional charge and where necessary extend the validity of your ticket, or
We will make a refund in accordance with the provisions of Article 10.
We will not provide accommodation for passengers in event of a flight cancellation.
9.3 Flight Delays
9.3.1 If we delay a flight by 3 hours or more, we will provide refreshments.
9.3.2 We will not provide accommodation for passengers in event of an overnight flight delay.

ARTICLE 10: REFUNDS
10.1 All fares and fees are non-refundable except as provided in 10.2 and in our Regulations.
10.2 Refund will be made if we cancel a flight and are unable to accommodate you as provided for in Articles 9.1.3 and 9.2.
10.3 All refunds that are made will be made in the currency of payment.
10.4 You must, if you are entitled to a refund, prove to us that you are the person named on the ticket or, if this applies, the person who pays for the ticket. If the ticket has been paid for by someone other than the passenger named on it and it says that there is a restriction on a refund, we will only make a refund to the person who paid for the ticket.

ARTICLE 11: BEHAVIOUR ON THE AIRCRAFT
11.1 Unacceptable Behaviour
If, while you are on board the aircraft, we reasonably believe that you have:
• Put the aircraft, or any person in it, in any danger;
• Deliberately interfered with the crew in the carrying out of their duties;
• Failed to obey the instructions of the crew relating to safety or security;
• Failed to obey the seatbelt or no smoking signs;
• Committed a criminal offence;
• Allowed your physical or mental state to become affected by drink or drugs;
• Fail to obey the crew's instructions relating to drink or drugs;
• Made a hoax bomb threat;
• Threatened, abused or insulted the crew or other passengers;
• Behaved in a threatening, abusive, insulting or disorderly way towards the crew or other passengers; or
• Behaved in a way which causes discomfort, inconvenience, damage or injury to the crew or other passengers:we may take any measure we think reasonable to prevent you continuing your behaviour. When the aircraft lands we may decide to:
• Make you leave the aircraft;
• Refuse to carry you on the remaining sectors of the journey shown on your ticket; andReport the incident on board the aircraft to the relevant authorities with a view to them prosecuting you for any criminal offence you might have committed.

11.2 Diversion Costs caused by unacceptable behaviour
If, as a result of your behaviour, we divert the aircraft to an unscheduled place of destination and make you leave the aircraft, you must pay us the reasonable and proper cost of the diversion.

11.3 Using Electronic Devices on board the aircraft
For safety reasons, we may decide not to allow you to use electronic devices when you are on board the aircraft, including
• Mobile phones;
• Laptop computers;
• Personal recorders;
• Personal radios;
• MP3, cassettes and CD players;
• Electronic games; or
• Transmitting devices (for example, radio controlled toys and walkie-talkies).You must not use these items when we have told you that they are not allowed. We will allow you to use hearing aids and heart pacemakers.

ARTICLE 12: ARRANGEMENTS FOR ADDITIONAL SERVICES
12.1 Services provided by other companies
If we
• Arrange for another company (such as a tour operator, car hire company, hotel company, or an airport transfer service), to provide any land or other forms of transport or other services for you; or
• Issue you with a ticket or a voucher or any other form of confirmation relating to such land or other forms of transport or other services;we are only acting as your agent in making the arrangements or issuing the tickets, vouchers or confirmation. The terms and conditions of the company providing the services will apply.

12.2 Liability for services provided by other companies
We shall have no liability to you in respect of such transportation or services (including for any act or omission, non-provision or delay) whether in breach of contract or otherwise, except for liability for gross negligence on our part in making such arrangements, which liability shall be subject to and limited by the provisions of Article 15.

ARTICLE 13: ADMINISTRATIVE FORMALITIES
13.1 General
13.1.1 You are responsible for obtaining all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which you transit.
13.1.2 We shall not be liable for the consequences to any passenger resulting from his or her failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
13.2 Travel Documents
Prior to travel, you must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof. We reserve the right to refuse carriage if you have not complied with these requirements, or your travel documents do not appear to be in order.
13.3 Refusal of Entry
If you are denied entry into any country, you must pay to us the cost of any fine or charge assessed against us by the Government concerned and the cost of transporting you from that country. The fare collected for carriage to the point of denied entry will not be refunded by us.
13.4 Passenger Responsible for Fines, Detention Costs, etc
If we are required to pay any fine or penalty or to incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the required documents, you shall reimburse us on demand any amount so paid or any expenditure so incurred. We may apply towards such payments or expenditure the value of any unused carriage on your ticket, or any of your funds in our possession.
13.5 Customs Inspection
If required, you shall attend inspection of your baggage, by customs or other Government officials. We are not liable to you for any loss or damage suffered by you in the course of such inspection through your failure to comply with this requirement.
13.6 Security inspection
You shall submit to any security checks by Governments, airport officials, carriers or by us.

ARTICLE 14: SUCCESSIVE CARRIERS
We are a point to point airline. We do not operate a connecting flight or interlining service and it is not our intention to operate any carriage which could be regarded as successive carriage or part of International Carriage for purposes of any applicable International Convention.

ARTICLE 15: LIABILITY FOR DAMAGE - change to Chicago Convention
15.1 Applicability
These conditions of carriage govern our liability to you.
15.2 International Carriage is governed by the Convention as modified by this clause.
Unless otherwise provided for in this Article 15 or in these conditions of carriage, the liability rules of the Convention, as varied by the rest of this Clause 15, will apply to international carriage, as defined in the Convention.
15.3 Our Liability for the Death, wounding or other bodily injury of passengers
15.3.1 In respect of international carriage to which the Convention applies:
15.3.1.1 Our liability for damages sustained in the event of death, wounding or other bodily injury to a passenger in the event of an accident shall not be subject to any financial limit, whether defined by law, Convention or contract.
15.3.1.2 We shall be insured up to the limit of liability set out in Clause 15.3.1 and after that up to a reasonable level.
15.3.1.3 For any damage up to the sum of the equivalent of 100 000 SDR's, we shall not exclude or limit our liability by proving that we or our agents have taken all necessary measures to avoid the damage or that it was impossible for us or our agents to take such measures.
15.3.1.4 Notwithstanding the provisions of Clause 15.3.1.3, if we prove that the damage was caused by, or contributed to by, the negligence of the injured or deceased passenger, we may be exonerated wholly or partly from liability in accordance with the applicable law.
15.3.1.5 We are not responsible for any illness, injury or disability, including death, attributable to your physical condition or for the aggravation of such condition.
15.3.2 For transportation which is wholly within the borders of the Republic of Zambia and which is not international carriage to which the Convention applies:
15.3.2.1 Our liability for damages sustained in the event of death, wounding or other bodily injury by a passenger in the event of an accident shall be limited to the sum of 100 000 SDR's.
15.3.2.2 We shall be insured up to the limits of liability set out in this clause 15.3.2 and after that up to a reasonable level.
15.3.2.3 Our liability as set out in this clause 15.3.2 shall be excluded or limited if we are able to prove that we or our agents have taken all necessary measures to avoid the damage or that it was impossible for us or our agents to take such measures.
15.3.2.4 In addition to the provisions of Clause 15.3.2, if we prove that the damage is caused by, or contributed to by, the negligence of the injured or deceased passenger, we may additionally be exonerated wholly or partly from liability in accordance with applicable law.
15.3.2.5 We are not responsible for any illness, injury or disability, including death, attributable to your physical condition, or for the aggravation of such condition.
15.4 Our Liability for damage to Baggage
15.4.1 We are not liable for damage to unchecked baggage unless such damage was caused by our gross negligence. We shall further not accept liability for the damage such as scratches, scuff, stains, dents, cuts and dirt resulting from normal wear and tear or water damage to non-waterproof baggage, damages or loss of protruding parts such as wheels, straps, pull handles or other items that are attached to baggage or items lost as a result of badly packed luggage.
15.4.2 Our liability for damage to checked baggage is limited by the Convention to 1,000 SDRs except where you prove that the damage resulted from an act or failure to act either done:
• With the intention of causing damage; or
• Recklessly with a knowledge that damage would probably result.
15.4.3 Total liability for provable direct or consequential damage or pilferage, resulting from the loss, delay or damage to baggage while in our custody, is limited to
1,000 SDR,s per ticketed passenger. No liability will be accepted for any loss, damage, delay or pilferage of checked baggage, unless notice is given in writing to us within two days from the date of incident and unless legal action commences within one year from the date of the incident.
15.4.4 If the weight of your checked baggage is not recorded on the baggage check, we will presume that it is not more than the free baggage allowance for the class of carriage concerned.
15.4.4 We are not liable for any damage caused by your baggage. You shall be responsible for any damage caused by your baggage to other persons or property, including our property.
15.4.5 We shall have no liability whatsoever for loss of or damage to articles not permitted to be contained in checked baggage under Articles 8.3, 8.5 and 8.6, including fragile or perishable items, items having a special value, such as money, jewellery, precious metals, computers, cellular phones, personal electronic devices, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, or samples, whether or not such baggage was handed over to a member of our staff or to our agents.
15.5 General
15.5.1 We will be liable only for damage occurring during carriage on flights operated by us.
15.5.2 We are not liable for any damage arising from our compliance with or your failure to comply with applicable laws or Government rules and regulations.
15.5.3 Our liability, if any, shall be limited to proven compensatory damages, and in any event, we shall not be liable for indirect, consequential, or any other form of non-compensatory damages.
15.5.4 The contract of carriage, including these conditions of carriage and exclusions or limits of liability, applies to our authorized agents, servants, employees and representatives to the same extent as they apply to us. The total amount recoverable from us and from such authorized agents, employees, representatives and persons shall not exceed the amount of our own liability, if any.
15.5.5 Nothing in these conditions of carriage shall waive any exclusion or limitation of our liability under the Convention or applicable laws unless otherwise expressly stated.
15.5.6
• Nothing in these conditions of carriage:
• Prevents us from excluding or limiting liability under the Convention or any laws which apply; or
• Gives up any defence available to us under the Convention or any law which apply, against any public social insurance body or any person liable to pay, or who has paid, compensation for the death, wounding or other injury of a passenger.

ARTICLE 16: TIME LIMITATION ON CLAIMS AND ACTIONS
16.1 Notice of Claims
16.1.1 If the person with a baggage check or a baggage identification tag receives checked baggage without complaint, this will be sufficient evidence that the checked baggage has been delivered in good condition and according to the contract of carriage, unless you prove otherwise.
16.1.2 If you wish to file a claim or an action regarding damage to checked baggage, you must notify us as soon as you discover the damage, and at the latest within two (2) days of receipt of the baggage. If you wish to file a claim or an action regarding delay of checked baggage, you must notify us within two (2) days from the date the baggage has been placed at your disposal. Every such notification must be made in writing.

ARTICLE 17: ACTION FOR DAMAGES MUST BE BROUGHT WITHIN 1 (ONE) YEAR
You will have no right to damages if an action is not brought within 1 (one) year calculated from:
• The date of arrival at the passenger's destination;
• The date on which the aircraft ought to have arrived; or
• The date on which the carriage stopped. The method of calculating the period of limitation will be determined by the law of the court where the case is heard.

ARTICLE 18: OUR REGULATIONS
When we carry you or your baggage, you must obey our Regulations. These concern, amongst other things:
• Unaccompanied children;
• Passengers with limited mobility;
• Pregnant women and sick passengers;
• Carrying animals;
• Restrictions on using electronic devices on board the aircraft;
• Smoking and drinking alcohol on board the aircraft;
• Forbidden items in baggage; and
• Limits on the measurements, size and weight of baggage.

ARTICLE 19: MODIFICATION AND WAIVER
None of our authorized agents, servants, employees or representatives has authority to alter, modify or waive any provision of these conditions of carriage.

ARTICLE 20: APPLICABLE LAW
20.1 Carriage is subject to the law of the Republic of Zambia and this agreement shall be interpreted according to the laws of Zambia.
20.2 The headings of each paragraph are inserted for convenience only and have no separate bearing when interpreting the agreement which must be interpreted as a whole.
20.3 Any action taken against us shall be taken in the Republic of Zambia in the Court which has jurisdiction over us. Consequently you hereby consent to the jurisdiction of the High Court of Zambia in respect of any action whatsoever that may be taken by you against us.