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Terms & Conditions

Terms & Conditions

1. INTRODUCTION

This website at www.travelner.com/nl-en (the "Site") is owned by Travelner B.V - a Travelner™ Group of Companies with - registration number 861994437. EU VAT Number: NL861994437B01. This Website sets out the Universal Terms and conditions under which you may use this Site (the "Terms''). The terms "we", "us", "our" and "Travelner" refer to Travelner B.V. The term "Travelner Group of Companies" refers to Travelner, its subsidiaries, and its corporate affiliates collectively. The term "Travelner Partners" refers to any affiliated, co-branded, and/or linked website through which Travelner provides links, content, or service. The term "you" refers to all individuals and/or entities accessing this Site and/or booking a reservation through us on this Website, or through our Customer Service agents.

The services made available by Travelner may only be used by customers who have first read Travelner's terms and conditions and have accepted these terms and conditions unconditionally. Please read the terms carefully. If you do not accept the Terms stated here, do not use this Site and services. By accessing or using this Site, you are indicating your acceptance to be bound by these Terms. If you do not agree to the Terms, please do not use or book any reservations through this Website or our Customer Service agents. Travelner may at any time change these Terms and conditions and your continued use of this Website is conditioned upon acceptance of the updated Terms and conditions. Customers undertake to fulfill the obligations contained in these General Terms and conditions. The agreement between Customers and Travelner comes into force as soon as Travelner has confirmed the booking in an email.

2. DEFINITIONS AND SCOPE

2.1. Definitions

The following definitions have the same meaning whether they are singular or plural.

‘Service' or ‘Service element’ refer to service offered on the Website, including but not limited, flight ticket, transport services, accommodation services, tour, destination services, insurances, package services, e-visa services, etc.

'Destination Service' means the offering of tickets to events or tourist attractions at travel destinations, such as concerts or guided tours.

"Travel Supplier" or “Service Provider” - a vendor of one or more Service Elements. (e.g.: hotels, car suppliers, airlines). Travelner does not act as principal but makes arrangements with third-party vendor Travel Suppliers for Service Elements, all as defined above.

"Booking" - a negotiation process with the Travel Supplier carried out by you while using this Site for the purpose of obtaining one or more Service Elements that may result in a contract with the Travel Supplier at the time we receive full payment and accept your offer.

'Travelner' means Travelner B.V - registration number 861994437. EU VAT Number: NL861994437B01.

'Travelner, B.V.' means Travelner B.V, with its registered office at Kingsfordweg 151, 1043GR Amsterdam.

'Customer' means a Customer who reserves and/or books one or more Services offered on the website.

‘Rules and Restrictions' means the terms and conditions applicable to the relationship with the Service Provider with which the Customer has concluded a separate contract.

'Website' means the www.Travelner.com and www.travelner.com/nl-en website.

2.2. SCOPE

These Terms and conditions apply to the offering and delivery of services by Travelner. Travelner website is a platform connecting Customers and the various Service Providers.

These terms and conditions are subject to the Service Provider's Rules and Restrictions, which are made accessible to the Customer and accepted by the Customer at the time the service is booked. It is the Customer's responsibility to become acquainted with the Service Provider's Rules and Restrictions.

The terms and conditions can be changed by Travelner at any time without prior notice, although such changes do not apply to bookings that have already been accepted by Travelner on behalf of the applicable Travel Service Provider(s).

3. Our fees and exceptions

3.1. Standard Booking Service Fees

Our Service Fees May Apply To Amount
Online Flight Booking Fees Domestic and International €0.00 to €35.00
Per Person per-ticket
Online Hotel Booking Fees All Hotels Up to €42.00
(per room, per night)
Online Car Rental Booking Fees All Car Rentals Up to €40.00 
(per rental)
Online Tour Booking Fees All Tours Up to €50
 (per person per tour)

Certain exceptions to the above service fees apply:

  • Online vacation package booking: Up to €50 per passenger.
  • Business and First Class Airfares: Up to €150 per passenger.
  • Multi-city and Open-jaw trips: Up to €100 per passenger.
  • Cities with high fraud rates: Up to €40 per passenger
  • Alternate Date & Nearby Airport: Up to €55 per passenger
  • Fusion Fares/Value Deals: Up to €100 per passenger.
  • Unaccompanied Minor Tickets: Up to €100 per passenger.
  • Bookings made through Travelner Support Center may incur a higher service fee than those charged for bookings made online above. These service fees can range from €10 to €200 per passenger (up to €100 for Senior Citizens).

Important Note: All service fees are subject to change without notice. YOU WILL BE CHARGED THE FINAL TOTAL PRICE AS QUOTED REGARDLESS OF ANY CHANGE OR VARIANCE IN THE SERVICE FEES. Please review the total final price carefully.

3.2. Changes, Cancellations And Refunds

3.2.1. Flight - Post Ticketing Service Fees

Most of our airline tickets are non-refundable. A refund is only available if our Service Provider’s fare rules allow cancellation and refunds, and we have accepted your request for a refund, you are not a "no show" (most "no show" bookings are in-eligible for any waiver from suppliers for refund processing), and if we are able to secure waivers from suppliers to process this requested cancellation and refund.

Most of our airline tickets are non-refundable. Airline Refunds/Future credits are subject to airline fare rules, policies and procedures.

Name changes on an airline ticket are not allowed. 

If you wish to change or cancel flights booked online and paid for using PayPal, you must contact our Customer Service Team. Any fees for such change or cancellation must be made via credit card and will attract the applicable credit card surcharge. 

Airline fees also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for an Airline cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee. Where you seek a refund for a cancelled booking for which payment has been made to the Airline, we will not provide a refund to you until we receive the funds from that Airline. 

Travelner does not control the fees set by the airline and has no authority to waive them.

Cancellation requested within 24 hours of booking
Applies To Domestic International and Business Class
Assisted Cancellation €50 €75
Cancellation requested within 24 hours of booking
Applies To Air - Economy Air - Business/First
Domestic International Domestic International
Assisted Cancellation w/Future Credit €50 €50 €100 €100
Assisted Cancellation w/Refund €100 €250 €250 €250
Changes to Existing Tickets (exchange)
Within 10 days of new travel date €150 €250 €250 €250
Beyond 10 days of new travel date €100 €200 €200 €250

3.2.2. Special Services

Travelner is able to help you request additional services with the airlines to make your trip more memorable. Please find below the list of services and fees that are charged on top of the applicable airlines’ fees.

Special Services Domestic
Passenger Name Misspelling € 50
Baggage Related Service € 25
No-Show Services € 25
Denied Boarding Services € 25
Duplicate Booking Services € 25
Advanced Seat Selection € 5

Please note:

All Special Services are on a request basis ONLY and are subject to each airline's review and approval process along with their fare rules, policies and procedures. Special Service Fees will be charged upon the provision of the service(s) and will only be refunded if the request is denied by the airline.

  • Name Misspelling - Passengers name on their airline ticket does not match their passport or other universally accepted government ID
  • Visa/Passport - A Visa/Passport decline letter is normally required in order to process a request
  • Baggage - please retain all receipts and baggage tags
  • No- Show - Documentation advising why you were unable to make your scheduled departure will be required.
  • Denied Boarding - Documentation as why you were denied boarding of your scheduled departure will be required
  • Duplicate Tickets - Copies of all tickets, reflecting exact same itineraries booked with us will be required in order to process a refund request

3.2.3. Hotel Booking

For changes/cancelations/refunds of Hotel reservation, all Travelner hotel reservation booking fees are non-refundable. Travelner will charge a service fee up to €25 per room in addition to supplier penalty fees, if any.

3.2.4. Car Rental

For changes/cancelations/refunds of Car reservation, All Travelner car rental reservation booking fees are non-refundable. Travelner will charge a service fee of €15 in addition to supplier penalty fees, if any.

3.2.5. Package

In the event that changes or a cancellation is allowed for a vacation package, Travelner's service fee for processing such change or cancellation will be €75 per-passenger, per-ticket for flights, €25 per room per night for hotel and €15 for car bookings in addition to any fare difference and any applicable Travel Supplier fees.

Cancel and Refund: In the event that a portion of your vacation package is refundable, the refundable portion thereof will be refunded less any cancellation fee. No refund will be made for any unused or partially used portions of the vacation package.

3.2.6. Other Services 

Travelner may offer other travel products and services featured on our websites or quoted by our Support center. Please ensure you read the associated terms and conditions carefully and contact us if you have any questions.

4. BOOKING PROCESS

4.1. Confirming a booking

In order to complete a Booking the following steps are taken to ensure its validity:

  • When we place Service Elements on our Site, we are inviting you to make an offer for their purchase. You do not make this offer until you press "Book" on the payment page (entitled "Review Trip Details and Book") of the Site.
  • Once you have done so you have made Travelner an offer (which cannot be withdrawn if you change your mind) to purchase the relevant Service Element(s) from the relevant Travel Supplier(s) (your "Booking"). We are free to accept your offer on behalf of the relevant Travel Supplier or to reject it, at our sole discretion.

The Travelner email confirmation is NOT the contractual acceptance of the Booking, but merely an acknowledgement that we have received your offer. We will need to check the availability of the relevant Service Element(s).

If the relevant Service Element is available, your Booking will be processed. The contract pertaining to the relevant Booking is formed when payment in full has been received.

The contract between you and the relevant Travel Supplier will relate only to those Service Elements confirmed by email with ticket numbers in case of air or reservation numbers in case of hotels, cars or activities.

The terms of your Booking (such as price, availability and/or dates of travel) are not guaranteed until the contract is formed between you and the Travel Supplier and a ticket has been issued and/or a reservation has been made and confirmed by the Travel Supplier. Please note that once you have completed the Booking stage you can only cancel or change the details (such as names or destinations) of your Booking at our sole discretion and in accordance with these Terms & Conditions.

These Booking processes will apply to any of our individual Service Element's Terms & Conditions set out below. The airline ticket Terms & Conditions, the hotel Terms & Conditions, the car rental Terms & Conditions, the attractions and services Terms & Conditions supplement any area not covered by the Booking process. We reserve the right to change the Booking process at any time, with changes automatically taking effect from the date such changes are posted on the Site.

At all times throughout your trip a government-issued photo ID is required for security checks at airports, hotels and car rental locations and may be required for attractions and other products as deemed necessary by the relevant Travel Suppliers.

In addition to the required government-issued ID as stated above, proof of citizenship (Passport) is required for international travel. Please note that it is your sole responsibility to ensure that you meet the passport, visa, and/or health requirements of the countries you wish to visit and those that you transit (even if it is for a simple flight change). Many countries require that your passport should be valid for a minimum period from the date of arrival into that country. For any questions regarding what the applicable minimum period is and any other conditions or passport/visa requirements for travel, you should contact the corresponding local consulate of the countries to which you are travelling.

Neither Travelner nor its affiliates accept any responsibility, and you will not be entitled to any refunds whatsoever, if you are denied boarding, delayed or deported due to non-fulfillment of the above.

  • Government entry/exit fees may apply, depending on your destination.
  • These are your sole responsibility and will be additional to your Booking charges.
  • All travelers on your Booking (if more than one passenger) must travel on the same itinerary. Individual passengers cannot be added to, and/or deleted from your Booking.

Travelner reserves the right to correct errors in any advertised price and, if applicable, give you an option to either cancel the Booking or allow Travelner to collect an amount equal to any increase in price from your provided credit or debit card, prior to your departure.

  • Each Service Element listed in your Booking is provided by the respective Travel Supplier.
  • Frequent traveler points and/or miles may or may not be available for any portion of your Booking. You must check this with the relevant Travel Supplier.

Once you have made your Booking, you cannot transfer or change the name(s) or destination(s) listed in your Booking.

Your Booking will be fulfilled on the delivery date set out in your ticket information email or, if no delivery date is specified, then on the date the ticket is issued, unless there are exceptional circumstances.

The terms of this agreement incorporate by reference the terms of each airline's contract of carriage. Passengers may inspect the full text of the contract of carriage at each airline's airport or city ticket offices. Passengers have the right, upon request to the airlines, to receive free of charge by mail or other delivery service the full text of the contract of carriage. The incorporated terms of the contract of carriage may include: (1) Limits on the airline's liability for personal injury or death of passengers, and for loss, damage, or delay of goods and baggage, including fragile or perishable goods; (2) Claim restrictions, including time periods within which passengers must file a claim or bring an action against the airline for its acts or omissions or those of its agents; (3) Rights of the airline to change terms of the contract; (4) Rules about reconfirmation of reservations, check-in times, and refusal to carry; (5) Rights of the airline and limitations concerning delay or failure to perform service, including schedule changes, substitution of alternate airline or aircraft, and rerouting.

4.2. Service Pricing, Taxes/Fees, and Payment:

Our total prices include all taxes and fees applicable to airfare, hotel accommodation, car rentals and activities included in your Booking, unless stated otherwise in your ticket information email or in these Terms & Conditions. Additional fuel surcharges, security, baggage, seat reservation, hotel incidentals, and other applicable service charges may apply which will be charged by the relevant Travel Supplier at time of check-in. You are solely responsible for any such additional charges due to the Travel Supplier. If you have any questions about such charges, please contact the relevant Travel Supplier directly.

Prices quoted for Service Element(s) do not include liability insurance, collision damage waiver, personal accident insurance, personal effects protection, drop-off charges, gas, child safety seats, sky racks or incidental room charges at the hotel (telephone, movies, energy surcharges and any applicable increases in taxes). All such charges must be paid at the car rental pick-up location and/or at the check-in counter at the hotel.

Prices quoted also do not include any additional flight fuel surcharges or other surcharges which may be imposed from time to time by the relevant Travel Supplier or authorities, all of which must be paid by you.

Payment must be made in full with a valid credit or debit card at the time of Booking. Travelner accepts all major credit or debit cards with a verifiable billing address.

You hereby authorize Travelner and its authorized third party to process the charge to the credit or debit card you provide to us for the total amount of your Booking.

You may be required by the relevant Travel Supplier(s) to present a valid credit or debit card at the time of check-in at the hotel and/or at the pick-up location of the car rental company to provide confirmation of authorized card usage and/or to secure any additional charges. The cardholder must be a traveler listed on your Booking.

All offers, prices, and conditions of sale may be subject to:

  • change without notice;
  • advance purchase, eligibility, seating, or other limitations;
  • travel days, dates, minimum or maximum stays, holidays, seasons, blackout dates, stopovers, and/or waitlisting restrictions;
  • reservation validation limitations of up to one year (if any extension permitted, penalties/restrictions may apply);
  • other conditions/restrictions; and
  • availability.

If your itinerary involves an ultimate destination or stop in a country other than the country of departure, the provisions of a treaty known as the "Warsaw Convention" may be applicable to your entire trip, including any portion entirely within the country of origin or destination. The Warsaw Convention governs and may limit the liability of certain air carriers for death of or personal injury to passengers and/or loss of or damage to baggage.

A reservation is not complete until confirmed/ticketed. To protect our customers, we verify with the credit/debit card company that the billing address and credit card verification number you provided to us is accurate and that your debit/charge will be accepted. Until such information is verified, the fare is subject to change. We are not responsible for any transaction that is declined based upon a credit/debit card that is declined by the issuing company or a travel provider or if, for any reason, the debit/credit card billing address and/or credit card verification number cannot be verified in a timely manner, nor are we responsible for any changes in fare or any other charges that may occur during our verification process. In the event the fare selected is not available an approval code may have been issued on your credit card. If the transaction is not completed the approval code may temporarily credit the amount from your bank account.

4.3. Changes To Flights Already Purchased

Any and all changes made to the itinerary are restricted and are subject to airline fare rules, whichever is more restrictive; most of our tickets, hotels, cars, packages and cruises do not allow any date or name changes after the booking is completed. Travelner does not guarantee, and shall not be responsible for, any bookings or reservations made or confirmed to you in the event that the original itinerary has been changed by the supplier pursuant to customer's request or supplier's schedule changes.

4.4. Cancel And Exchange

Most of our airline tickets are 100% non-refundable. In certain cases where the airline may allow cancellations, a credit may be valid towards a future ticket purchase by the same traveler on the same airline. Usually, the credit issued by the airline supplier has a specific expiration date, after which it cannot be used. We encourage you to discuss additional restrictions attached to your credit with customer support. All such bookings where the cancellation may be permitted must be cancelled prior to the scheduled departure time of the first flight segment by contacting our customer support center. We do not guarantee any cancellation. When you are ready to make your new booking and wish to use your airline credit, you will be required to pay the fare difference (if any), applicable airline penalties and any applicable Travelner post-ticketing fees. All such changes are governed by each airline's fare rules, policies and procedures, which are not under our control.

No additional representation is made for our exchange fees except that an agent will assist you in locating your desired new flights and attempt to re-book the new flights based on availability and other factors.

5. SPECIFIC SERVICES

Travelner website is an interface connecting the Customer and the Service Providers with respect to offering and providing all Services.

In this article, you will find details of the Services provided by the Service Provider for the Customer's information. This information is not exhaustive and do not take the place of the Service Provider's applicable Rules and Restrictions. If there is any discrepancy or dispute between the terms and conditions and the Rules and Restrictions, the Rules and Restrictions will take precedence.

Unless otherwise specified by legal restrictions, these details do not imply any responsibility or liability on the part of Travelner 

5.1. Air transport services

Air transport services may be offered separately or as part of a Package and are subject to the applicable rules and restrictions (including conditions of carriage, fare rules and restrictions) of the Service Provider. The rules and restrictions may include restrictions and/or fees for cancellations and changes. Please refer to these terms carefully prior to booking the respective air transport.

If Travelner receives payment from a customer for air transport services, Travelner acts as the agent of the respective Service Provider. This means the contract is concluded between the Customer and this Service Provider.

5.1.1. Air transport terms and conditions

The Customer is responsible for complying with the instructions of the airlines and/or tour operators, in particular with respect to flight check-in times. Customers are advised to be at the airport for check-in at least three hours before the departure of international flights and at least two hours before the departure of domestic flights. Customers should arrive at their point of departure in plenty of time and need to bear delays with connecting flights in mind, in particular if the connection is paired with transport to another airport.

Travelner  strongly recommends that Customers check in early if they want to have a specific seat. Travelner  has no control over the distribution of seats, even if they have been booked in advance with the airline, and cannot give any guarantee that the desired seats will be available upon departure.

The flight times are stated in 24-hour clock time, and the departure times are based on the time zones at the departure location of the applicable flights and may vary depending on the flight schedules, aircraft types, weather conditions, etc. The actual flight time does not include the time on the ground during stopovers or for transfers, and therefore only serves as a guideline and is subject to changes and confirmations.

For return flights, it is often mandatory to reconfirm the flight with the airline (no later than 72 hours before the intended date of the flight). It is the responsibility of the Customer to reconfirm his/her return flight. For open return tickets, it is recommended to book the return flight as early as possible.

We would like to remind the Customer that if he/she books a return flight and does not use the outward flight, the airline will cancel the return flight. The flight will not be refunded. This also applies if you do not take the return flight and insofar as the ticket is not used at all. Flight coupons must be used in the correct sequence.

For some flights (generally charter flights and flights offered by so-called low-cost airlines), the flight schedules, aircraft types, flight route and possible stopovers are only given as an indication of the outward and return flights of the trip. These flights, aircraft types and flight numbers are subject to change, and can, in accordance with the Rules and Restrictions of the Service Provider, be moved by up to 24 hours, even after confirmation. Some airlines may charge extra for meals, luggage, preferred seats, etc. All pricing information that you see on the Website is for information only and can be changed at any time by the airlines.

A number of airlines (including low-cost airlines and charter airlines) communicate changes to flights and/or flight times directly to the Customer, for example, by email or text message, and display them on their website without informing Travelner. You must therefore always check your travel schedule and any changes to it in plenty of time before your flight.

The Customer is reminded that airlines sometimes refuse pregnant women if, in their opinion, the advanced stage of pregnancy involves a risk of premature birth during the flight.

Airlines determine that children older than 2 years on the return date must have a return ticket at a child's fare. Costs incurred as a result of the Customer’s failure to comply with this rule are not eligible for a refund. Children under the age of 2 are not assigned their own seat on the aircraft unless a child's seat has been booked for that child.

Unaccompanied children under the age of 14 will not be allowed onboard.

The Rules and Restrictions of Service Providers of air transport services are made available to the Customer prior to booking the respective air transport service. For practical information on preparing for a flight, please refer to Travelner's Customer Service resources

5.1.2. Administrative and/or health regulations

It is the responsibility of the Customer to inquire about regulations such as passport, visa, currency and health that relate to their journey, to comply with them and to pay the associated fees.

A passport with a validity of 10 years is necessary for all holidays offered on the Website. Some countries have an immigration requirement that a Customer's passport must be valid for a minimum period, typically 6 months, after the Customer enters that country. If a Customer's passport is valid for less than a year, the Customer is advised to check the requirements of the destination before making final travel plans. The name on the passport must match the name on the ticket, otherwise, the Customer may not be able to travel and insurance may be invalid. If, after booking a holiday but before travelling, any member of the Customer's party changes their name, e.g., as a result of getting married, the Customer must notify Customer Services or sending an email to [email protected].

Please note: It can often take some time to obtain a visa so Customers are advised to apply in plenty of time. Travelner is not liable for Customers who do not have the correct travel documents. Customers must also ensure that they are aware of any changes to the visa requirement prior to the trip. The Customer is responsible for compliance with all requirements that are necessary for the performance of the trip. Travelner is not responsible for the prompt issuance or receipt of the necessary visas and other travel documents. All reasonable losses of Travelner caused by the Customer’s failure to comply with these provisions will be borne by the Customer unless they are caused by incorrect or misleading information attributable to Travelner 

All Customers wishing to enter or transit through the U.S.A. under the Visa Waiver Program (VWP) must apply for authorisation to travel using the Electronic System for Travel Authorisation (ESTA). Please allow sufficient time when making an ESTA application. We recommend submitting the application at least 72 hours before departure. For more information, please visit the US Department of Homeland Security's website at https://esta.cbp.dhs.gov.

A number of governments are introducing new requirements for airlines to provide personal information about all travellers on their aircraft. The data are collected either at the airport when a Customer checks in or in some circumstances when the Customer makes his/her booking. The Customer is therefore advised to allow extra time to check in for his/her flight.

5.1.3. Special fares

The flight routes offered may include special fares that offer the best price but do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey, however, stopovers may be made en route for refuelling or to let passengers on and/or off. Details of all stopovers will be given during the booking process and are clearly identified both on the Website and in the Customer’s email confirmation.

Many, but not all, airlines offer special fares for children under 2 years and for pensioners. These discounts depend on the airline, the flight concerned, the availability of seats and the passenger's age.

Air miles and vouchers from loyalty programs may not be used when booking flights through the Website.

If the Customer has benefited from a discount, the associated special fares will be shown during the booking process before he/she confirms the reservation.

5.1.4. Liability

The Customer is reminded that an airline’s liability for death, personal injury and other damages is normally limited by national law, by an international air transport treaty, or by the airline's own Rules and Restrictions.

5.1.5. Electronic ticket

An electronic ticket is a ticket with no physical form. When this type of ticket is purchased, the Customer must go to the check-in desk of the airline concerned and show a valid travel document (passport, visa, identity card, etc.) in order to obtain his/her boarding pass. The Customer must strictly observe the times for checking in.

5.1.6. Replacement passengers

Replacement passengers for flights may not be put forward. If an air transport service is part of a Package, replacement passengers may only be put forward if the Rules and Restrictions of the applicable airline do not prohibit it and with due observance of these Rules and Restrictions. These Rules and Regulations may result in the need to purchase a separate ticket.

If a replacement passenger becomes part of the contract, then the Customer and that replacement passenger will be jointly and severally liable for the full payment of the balance due to be paid as well as additional costs (including administration fees) arising from the replacement passenger being part of the contract, including any costs that Travelner might incur to make the change.

5.1.7. Operating airlines

Customers are advised that in some cases flights booked with one airline may be operated by another airline. You can find details of the operating airline, where different, on the Website. The operating airline may charge the Customer for the flight and will appear as the merchant on the Customer's credit card or bank statement. Payment may also be charged by other Service Providers for the Services booked but the total amount charged will not exceed the total price of the Services.

5.1.8. Compensation for denied boarding and delays

If an airline cancels a flight or a flight is delayed, is unable to provide previously confirmed space, fails to stop at a Customer's stopover or destination point, or causes a Customer to miss a connecting flight on which a Customer holds a reservation, the Customer may be entitled to certain remedies from the airline.

5.1.9. No-show or cancellation

In case of a no-show or cancellation, you may be entitled to a refund of airport taxes and fees included in the price of the ticket purchased. Where you are eligible for a refund, you can request such a refund from Travelner Customer Services, who will submit your request to the airline on your behalf.

5.1.10. Low-cost carriers

Prices and fares for a number of low-cost flights from outside the Netherlands may be displayed in a different currency (for example, GBP). An estimate will be provided in euro. The actual amount charged by the low-cost carrier may vary slightly due to varying exchange rates used by the different credit card companies. In addition, your statement may include transaction fees that are charged by your card issuer to process the transaction. Travelner is not involved in these additional costs and is in no way liable for costs related to changed exchange rates and credit card fees.

5.1.11. List of airlines banned in the EU

Pursuant to EU regulations, a list has been drawn up of airlines that are banned from operating in the European Union. Kindly check the list prior to your booking right here.

5.2. Accommodation services

Accommodation may be offered separately or as part of a Package. The services are subject to the Rules and Restrictions of the Service Providers that offer the accommodation. The applicable Rules and Restrictions may include restrictions on and/or fees for cancellation and/or changes imposed by the applicable Third-Party Provider.

Any pre-paid accommodation bookings require that the Customer's bank account or credit card is charged for the full payment upon reservation. Other accommodation bookings require a credit card to secure the reservation and final payment will be settled directly with the hotel during the stay. Please refer to the information displayed during the reservation process to confirm how and when payment will be made. Prices shown on the Website do not include any fees or charges for optional extras, including minibar snacks or telephone calls.

If a Customer does not show for the first night of the reservation and plans to check-in for subsequent nights in the reservation, the Customer must confirm the reservation changes with Travelner no later than the original date of check-in to prevent the whole reservation from being cancelled.

Customers who do not change or cancel their reservation before the cancellation policy period applicable to the hotel, and which can vary by hotel, (generally 24 to 72 hours) prior to the day of arrival will be charged the reservation costs as set out in the Rules and Restrictions. Customers should note that some properties do not allow reservations to be cancelled or changed after they have been made. These restrictions are set out in the Rules and Restrictions for hotel reservations.

5.2.1. Use of rooms

The Customer is reminded that, in general, rooms are only available from 2.00 pm and have to be vacated by 12.00 pm, irrespective of the time of arrival or departure or the means of transport used.

Single rooms generally have one bed and a supplement is often payable for these rooms. Double rooms usually have either two single beds or one double bed.

5.2.2. Classification

The indication of the comfort level given in the descriptions on the Website corresponds to a classification based on local standards in that country that can differ from Dutch standards. This classification is provided only as a guideline. Customers must realize that standards can vary between hotels of the same class in different countries, and even in the same country. It is important to read the individual hotel descriptions carefully. Accommodation in all hotels, whatever the rating, is in standard rooms unless otherwise stated.

  • 1 star: These are the cheapest hotels. The accommodation meets the minimum requirements for facilities and is in general clean and simple. Bathroom facilities are typically shared.
  • 2 stars: Simple accommodation with a little more attention to style and ambiance, yet still for a low price. The facilities and the service are limited. A certain number of public rooms, a shop or, for example, a café could be included.
  • 3 stars: For the traveller who wants a little more and appreciates service, quality, style and comfort. Also recommended for families. There typically is a restaurant that serves at least breakfast and sometimes lunch and/or dinner too. Conference rooms and sometimes other facilities, such as a swimming pool or services for business travellers may be available.
  • 4 stars: First-class accommodation for the more demanding guest. Attention has been paid to luxury, hospitality and service. A top-quality restaurant and a wealth of facilities can be expected at these reliable hotels. First-class accommodation for business travellers.
  • 5 stars: Top-class accommodation that meets the highest requirements. These hotels offer all possible comfort, impeccable personal service and tasteful and elegant facilities. The best hotels in the world.

It can happen that for technical reasons, reasons of force majeure or in connection with third-party actions that the originally booked hotel is replaced with a hotel in the same category with similar service.

5.2.3. Activities

It is possible that certain Services offered by Service Providers that are described on the Website are cancelled as a result of weather conditions, force majeure, out-of-season stay or if the required number of participants for the activity is not achieved.

Where sightseeing is concerned, the sequence of the various tourist attractions is shown only as a guideline. The sequence can be changed by the Service Providers.

5.2.4. Meals

If meals are part of a Package, the number of meals will depend on the number of overnight stays. Full board normally includes breakfast, lunch and dinner. Half board normally includes breakfast and either lunch or dinner, depending on the package. Full board and half board generally start with the meal on the day of arrival and ends with breakfast on the day of departure. If one or more meals cannot be taken, no refunds will be made.

The Customer is reminded that, unless specified otherwise on the Website, drinks are not included with meals. If drinking water is not available, the Customer will bear the cost of buying bottled water.

Parents are advised to bring special food for their baby with them, as this is not always available locally.

5.2.5. Taxes

The local authorities in certain countries may levy additional taxes (tourist tax, etc.) that generally have to be paid locally. The Customer is exclusively responsible for paying such additional taxes.

5.2.6. Pay now online or pay later at the hotel

When booking hotels, the Customer may be presented with the option to ‘pay now online’ or ‘pay later at the hotel’. If the Customer selects ‘pay now online’, Travelner will immediately charge the amount to their credit card in euro - if payment is made through PayPal – or debit it from the Customer’s bank account. If the Customer selects ‘pay later at the hotel’, the hotel will charge the Customer’s credit card for the amount owed in the local currency. Be aware that some hotels may require a deposit that may or may not be refundable (see the Rules and Restrictions of the Service Provider). Tax rates and exchange rates may change in the period between the booking and the stay. Travelner vouchers may only be redeemed if the ‘pay online’ option is selected.

5.2.7. Group travel

A Customer may not book more than eight (8) rooms online in the same hotel for the same dates. If Travelner determines that a Customer booked more than eight (8) rooms in total in separate reservations, Travelner may cancel the reservations and charge cancellation fees if applicable. If the Customer has paid a non-refundable deposit, this deposit may revert to Travelner. A Customer who wishes to book nine (9) or more rooms must select 9+ from the ‘Rooms’ drop-down list on the Website and contact the group sales department by filling out the group travel form online. One of our group travel specialists will handle your request and contact you to complete your reservation. The Customer may be asked to sign a written contract and/or pay a non-refundable deposit.

5.3. Car hire

Car hire services are offered as part of a Package. These Services are subject to the special terms of the respective Service Provider (the car hire company).

5.3.1. Payment procedures

The Customer making the booking must present a valid credit card in her/his name when collecting up the vehicle. Debit cards are not accepted, and the Customer must check which credit cards are accepted by the Service Provider.

The Service Provider may submit an authorisation request to the credit card company for the period of car hire by way of a deposit held by the Service Provider. The Customer must therefore contact his/her credit card company to ensure the limit on the card is sufficient for this purpose. Some car types require two credit cards.

If the Customer does not comply with the terms set out in this Article 3.3.1, the Service Provider may not make the vehicle available but still charge the full hire price.

5.3.2. Supplements

Additional charges may apply, for example, for refuelling, an additional driver, or a young driver surcharge. The Customer acknowledges that in no event will Travelner, and/or Service Providers including Travelner be liable for such additional charges as described above or otherwise.

An excess may be applicable in the event of theft or damage to the hire car. This will vary depending on the Service Provider and country of hire. Purchase of an optional additional insurance cover locally will remove/reduce the excess. The Customer acknowledges that in no event shall Travelner, and/or Service Providers including Travelner be liable for such excess or additional insurance cover as described above or otherwise.

Petrol is not usually included in the hire price. For the hire of vehicles in certain countries, some service Providers automatically add charges for refuelling when the vehicle is returned. In addition, some Service Providers charge a supplement if snow tyres are used.

Unless agreed otherwise, the Customer must return the vehicle to the branch of the Service Provider from which it was collected. If the Customer does not comply with this, the Service Provider may charge an additional fee.

Special equipment, such as child seats, can be requested, and will be payable directly to the Service Provider upon collection (if available).

5.2.3. Collection/use of the vehicle

Drivers must usually be aged between 21 and 75 although this can vary between Service Providers and from country to country. It is the Customer's responsibility to check this with the Service Provider. Additional charges may also apply if a driver is younger than 25 or older than 70.

All drivers must be able to show a valid driving license in their name for the category of vehicle hire when collecting the hire car. International hires may have different driving license requirements. An international driving license is required if the driving license is not in the Roman alphabet. Additional documentation such as a passport or up to two forms of proof of name and address may also be required. Customers should check the applicable Rules and Restrictions of the Service Provider offering the hire car for details of all criteria that apply to booking a hire car. The Customer is reminded that some Service Providers do not allow the hired vehicle to be used outside the country in which it has been hired.

5.2.4. Cancellation of bookings/unused hire days

No refunds will be offered for bookings cancelled within 6 hours prior to the agreed collection time or for days that the hire car is not used.

5.4. Destination services

Local activities are offered separately or as part of a Package. These services are subject to the Rules and Restrictions of the Service Providers providing these local services. The Services are non-transferable, non-refundable and may not be changed (unless they are cancelled by the Service Provider).

5.4.1. Activities

It is possible that certain activities offered by Service Providers that are described on the Website are cancelled as a result of weather conditions, force majeure, out-of-season stay or if the required number of participants for the activity is not achieved. In these cases, Customers should refer to the refund policy in the respective Service Provider’s Rules and Restrictions.

5.4.2. Packages

Packages are offered by Service Providers and are subject to the Rules and Restrictions of the Service Provider providing the Package. Customers should read these Rules and Restrictions before booking.

The sale of Packages is governed by Articles 7:500 to 7:513 of the Dutch Civil Code. These provisions are supplemented by the following special provisions.

5.4.3. Prices at destinations

Customers should be aware that the local authorities in certain countries may levy additional taxes (tourist tax, etc) that generally have to be paid locally. The Customer is exclusively responsible for paying such additional taxes.

Unless explicitly stated otherwise, prices do not include insurance, airline services, excess baggage charges, transport from the airport to the accommodation, visa and vaccination fees or any personal expenses (laundry, telephone, drinks, room service, gratuity, etc.), as well as excursions or the use of sports facilities, nor any more general costs that are not explicitly mentioned in the booking confirmation.

By accepting the relevant general terms and conditions and completing the booking process, the booking is final and the Customer waives his/her legal right of withdrawal.

5.4.4. Cancellation and changes by the Customer

Requests by the Customer to cancel or change a trip must be submitted by calling Customer Service. Such requests will be dealt with on behalf of the Service Providers concerned.

In the event of a cancellation due to a circumstance attributable to the Customer, Travelner  and the Service Provider may charge a fee to cover the costs of the arrangements that have already been made. In addition, the Service Providers may charge standard cancellation fees for each part of the Package for each cancellation. Where a cancellation affects more than one person on the booking, any applicable cancellation fee will be applied to each person on the booking. In some cases, the cancellation fees can be up to the full amount of the booked trip, meaning that the Customer is not refunded. Partial cancellation, i.e. the cancellation of a specific arrangement, is usually not possible.

If the Customer does not present himself/herself at the departure of the trip and does not use some or all of the reserved Services, no refund will be given to the Customer.

5.4.5. Cancellation and changes by Service Providers

Travelner will informs Customers of changes to or differences in their travel arrangements as soon as we receive the notifications from your Service Providers. Changes to or differences in the travel agreement that are made for serious reasons after the contract has been concluded are permitted insofar as the changes or the differences do not have a disadvantage of more than minor significance for the Customer. Flight time information is not considered binding.

5.4.6. Changes to flight times

A number of airlines (including low-cost airlines and charter airlines) communicate changes to flights and/or flight times directly to the Customer, for example, by email or text message, and display them on their website without informing Travelner. You must therefore always check your travel schedule and any changes to it in plenty of time before your flight.

6. PROMO CODES

  • Travelner may issue certain promo codes which are generally valid for online travel reservations and bookings, though some specific Travelner promo codes may only be used over the phone through our customer support center.
  • We invite you to sign up for our newsletter to receive promo codes by email.
  • The maximum discount from all Travelner promo codes is the value of our service fees and/or "Traveler Assist" fees (up to 70%).
  • Travelner promo codes are non-transferable, can not be sold or bartered and hold no cash value.
  • To receive the value of the discount, a valid promo code must be entered in the promo code link on payment page. If the code is not entered the discount cannot be redeemed and has no value. Due to technical problems, if the code is not accepted or a coupon link is not present, you have the right to not purchase the product or service, but in no circumstances will the credit be applied after purchase is made.
  • Travelner promo codes offers may be revised or withdrawn any time without notice, even if other websites are displaying the same offers.
  • For all technical errors there is no recourse except you have the right to not make the purchase.
  • If the offer is withdrawn, the promo code becomes invalid and the Site and system will not accept the promo code when entered. This is final and you have the right at that point to continue with original price or not continue with your purchase.
  • The final price displayed (with or without promo code) will be the amount billed/charged and there will be no credits/discounts applied after purchase for absolutely any reason.
  • Travelner promo codes may not be combined with another offer.
  • We reserve the right to decline any transaction that may have had an error in promo code value even after the booking is created and booking receipt is issued.
  • The promo code offer is on our transaction service fees only, Discount varies based on the transaction service fees charged for that ticket or travel reservation, and the value of discount will be up to the amount of the service fees charged for that transaction or the promo code's value per transaction whichever is less. You must use the promo code at check-out to redeem this offer. This offer may be revised or dis-continued without notice.

7. TICKET DELIVERY

Most tickets are electronic (e-Tickets), however with certain itineraries where an e-Ticket is not available a paper ticket will be issued. Please check the shipping charges before confirming the booking. If an e-Ticket could not be issued for a particular reservation or if a delivery was being made of another product or service, Travelner will send the paper ticket, product or service through a secure mode of delivery (a reputable carrier company) and the applicable shipping charges will be debited to the credit holder's account as per rates published on the Site. These shipping charges are displayed before you make the booking and you may select not to purchase the tickets to avoid shipping charges. Travelner does not assume any responsibility for the fault of the delivery company. We will attempt to redeliver but do not provide any guarantees for redelivery on time. If you provide an incorrect address, then you may have to pay excess fees to the delivery company for alteration of the address. You will be billed to the credit card used for payment. If an e-Ticket is generated the ticket information will be available on the Site.

VISA AND ENTRY REQUIREMENTS

All customers are advised to verify travel documents (transit visa/entry visa) for the country through which they are transiting and/or entering. Reliable information regarding international travel can be found at official government websites and also with the consulate/embassy of the country(s) you are visiting or transiting through. Travelner will not be responsible if proper travel documents are not available and you are denied entry or transit into a Country.

Your transaction with Travelner does not guarantee entrance to the country of destination. Traveler understands that Travelner accepts no responsibility for determining passenger's eligibility to enter or transit through any specific country. Information, if any, given by Travelner's employees must be verified with government authorities. Such information does not imply responsibility on Travelner's behalf.

GENERAL RESTRICTIONS

All flights should be confirmed with the airline directly as they may have last minute schedule changes. You must re-confirm at least 24 hours prior to departure for domestic flights and 72 hours for flights to international destinations.

In most cases, upgrades and standbys will not be permitted. Upgrades/standby are strictly the responsibilities of the respective airlines.

Many of our discounted tickets do not allow for frequent flyer mileage accrual.

All seat requests will be forwarded to the airlines. Please be advised that not all seat requests are guaranteed. If you want to receive immediate confirmation on your seat or if you have any special requirement such as "stretcher assistance" or "wheelchair", please contact the airline directly.

HUMAN ERROR

If any of our agents make a mistake in the booking process we shall make reasonable attempts to rectify these errors at the time of occurrence. Travelner stands committed to providing compensation up to a maximum of the entire service fees that Travelner has collected for that booking in addition to a $50 coupon as redemption towards purchases from Travelner within 12 months in the future. You must notify us of errors within 24 hours of receiving your itinerary. Beyond this 24hour period, Travelner will not be responsible for these errors.

ITINERARY RE-CONFIRMATION

It is the responsibility of the traveler who has booked with us online or has made the booking directly with a Customer Support to review and reconfirm names, dates, flight numbers, airlines and routing including all airport changes. If you discover any discrepancy in your itinerary, you are requested to immediately contact a Travelner customer support team within 4 hours from the time the booking was completed.

If you fail to contact us by phone within 4 hours of completing the booking, we shall consider the booking you have made to be acceptable to you and we do not assume any liability thereafter for any discrepancy in your booking.

You are requested to review and save the itinerary.

12. General

12.1. Travel destinations

Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Travelner advises Customers to review any travel prohibitions, warnings, announcements and advisories issued by the government before booking a trip to an international destination.

By offering travel to particular international destinations, Travelner does not represent or warrant that travelling to such destinations is advisable or without risk and is not liable for damages or losses that may occur from travelling to such destinations.

12.2. Prices

The price of the Services will be as quoted on the Website, except in cases of obvious error. Prices are liable to change at any time, but changes will not affect bookings that have already been accepted (unless Travelner has had to change them). In some case, Travelner may charge a booking fee in relation to flights that are booked on the Customer's behalf. The Customer will be notified of all applicable charges at the time of booking. Despite Travelner’s best efforts, some of the Services listed on the Website may be incorrectly priced. Travelner expressly reserves the right to correct any pricing errors on the Website and to correct them in reservations that have not yet been completed. In such event (if available), we will offer you the opportunity to keep your non-completed reservation at the correct price or to cancel it free of charge. Travelner is under no obligation to provide Services to a Customer at an incorrect (lower) price, even after Customers have been sent confirmation of their booking.

12.3. How our sort order is determined

Customers have many options to help them find the perfect hotel, flight, hire car or activity. The ‘sort’ settings allow travellers to sort search results according to their preference, whether based on price, verified review score, or other criterion. The ‘filter’ settings also allow Customers to include or exclude various options to suit their travel needs. If no options are selected, we will show a range of relevant options in the search results based on the following criteria:

  • Accommodation: Our default sort order reflects the relevance of your search criteria, as we want to make sure you are able to quickly and easily find the offer that is right for you. We measure relevance by taking factors into account such as a property’s location, its review scores, the popularity of the property (measured by the number of travellers on the Website that booked the property), the quality of the information provided by the property, and the competitiveness of the property’s rates and availability, all relative to other properties meeting your chosen search criteria. The compensation that a property pays us for bookings made through the Website is also a factor that is taken into consideration when determining the relative order of properties with similar offers in our search results listings. For non-default sorts (e.g., by price or by star rating), properties with similar results will be ordered based on the factors described above.
  • Flights: Our default sort order is based on lowest price. In cases where two flights have the same price, the shorter flight is listed first.
  • Car hire: Our default sort order is primarily driven by price, but we may consider other relevant factors such as popularity, customer reviews, convenience of pickup location, and car type or category.
  • Activities: Our default sort order is managed manually by our local managers who know the market, and take factors into account such as price, popularity, distance from the property and customer reviews.
  • Packages: When several different Services are combined into a Package, we use the criteria outlined above to determine the sort order for each Service.

We continuously optimize our service to offer travellers the best experience. We may therefore test different sort algorithms from time to time.

12.4. Photographs and illustrations

Travelner does its utmost to provide photographs and illustrations that give the Customer an impression of the Services offered. The purpose of these photographs and illustrations is to give the Customer an impression of the level of accommodation and the degree of comfort, and they must not be considered to be making any representation that exceeds this purpose.

12.5. Insurance

The prices on the Website do not include cancellation insurance and/or additional cost insurance (incl. replacement trip). Cancelling your trip before it starts will give rise to administration fees. Interrupting the trip can result in additional costs for the return journey and other things. This is why it is advisable to take out special travel insurance. In addition to cancellation insurance, it also includes comprehensive travel insurance with a 24-hour alarm service.

The risks covered by these insurance policies, as well as the costs and the insured amounts, that are displayed on the Website are just examples. If an insurance policy is taken out, the insurer will send the Customer a policy. Damage claims must be submitted directly to the insurer in accordance with the terms and conditions of the policy.

13. Travelner rewards

Welcome to the Travelner Rewards Program (the "Program"). As a member of the Program, you will be able to earn Travelner Rewards Points ("Points") every time you make a qualifying purchase from Travelner. If you do not agree with any part of these Terms & Conditions, you must opt out of joining the Program and not use any Points.

By enrolling in the Program, you agree to the following:

13.1. Eligibility

Customers who are over eighteen (18) years of age and have provided Travelner with a valid email address are eligible to become Program members and earn Points. You automatically become a member when you create an account on Travelner unless you opt-out of the Program. 

13.2. Your Account

When you sign up your account will automatically be tied to your email address or a unique loyalty account number and you will be automatically enrolled in the Program. When you are logged into the Site you will be able to see the total amount of Points in your account, when the Points were earned as well as what Points have been redeemed.

13.3. Collecting Points

For every dollar (US$1) or the equivalent amount you spend with Travelner on flights and ancillary offerings such as flight upgrades and baggage fees that are purchased in the same transaction as your flights, you will earn one (1) Point. Qualifying purchases can be made online at Travelner.com, Travelner apps or over the phone. No Points will be provided for purchases of stand-alone ancillary offerings. Except where required by law or provided for in these Terms & Conditions, Points have no cash value. Points have no exchange rate to any market currency.

Travelner will attempt to credit your Account with the awarded Points on a timely basis, usually thirty (30) days after the booked travel was completed. However, you have the responsibility of making sure that your Points are properly credited. Please retain copies of your purchases for your records. Any claim for Points not credited accurately must be received by us within six (6) months of the date of claimed accrual of such Points.

Points may also be awarded to you by Travelner as a goodwill gesture in the context of customer service (e.g., courtesy waiver of applicable fees). To avail yourself of these courtesy points, you will need to sign up to our Points program on our website.

13.4. Points Expiration

In general, Points will not expire as long as a Qualifying Purchase was made through your Travelner Account at least once every two (2) years. "Qualifying Purchase '' means a Points-eligible booking that has been completed. Points on your Account shall expire if no Qualifying Purchase was made through your Account for the preceding two (2) year period; however, Points rewarded as a customer service courtesy will expire on the expiration date assigned to them and should be redeemed before the assigned date.

13.5. Redeeming Points

Points can be redeemed for products and/or discounts offered online at Travelner.com, Travelner app or by calling Travelner. The number of Points required to redeem for a product will be shown online at Travelner.com. Travelner reserves the right in its sole discretion to change the products offered as well as the number of points needed to redeem a product at any time. Travelner also reserves the right to limit the quantity of Points an account may redeem in a single transaction. Gift cards redeemed through the Program must be fulfilled online. All gift cards are subject to the issuer's own Terms & Conditions. At Travelner's discretion the Program may also allow you to use Points to get a discount off of certain types of travel or travel-related items booked on Travelner.com. Users are able to use the Points to make purchases that benefit third parties.

13.6. Participation in the Program

Travelner reserves the right at any time to limit Program enrollment. We may discontinue your membership and void or cancel your entire Points balance if you do not meet the Program eligibility requirements or any Points in your account are issued, received, or redeemed through fraud or theft, or otherwise illegally, or not as authorized in these Terms & Conditions.

13.7. Member Obligations

You agree not to misuse Program privileges by conduct which is detrimental to us, including without limitation: attempting to accrue Points or redeem Points in a manner inconsistent with our policies or the intent of these Terms & Conditions; having multiple accounts; or participating in purchasing or redemption fraud. Points may not be shared or transferred.

13.8. The Program May be Suspended, Changed or Terminated

Travelner reserves the right, at its sole discretion and without prior notice, to suspend, change or terminate the Program, in whole or in part; to modify, limit or suspend the use of or redemption of Points in any respect; to modify or change redemption procedures, including the number of Points required for particular reward; to modify, limit or suspend the collection of Points, including but not limited to imposing time limits and changes in Points values. We may make these changes even though the changes may affect the value of Points already accumulated at any time and from time to time.

You understand and agree by participating in the Program that we can make these changes at any time, with or without notice. However, we may give you notice of changes to the Program by posting an updated version of this page via email. Travelner reserves the right to terminate the program with six months' notice, without compensation. This means that regardless of the number of Points you accumulate in the Program, your right to accumulate and redeem Points can be terminated six months after we give you notice.

You should not rely upon the continued availability of the Program, or any earning or redemption offers, merchandise or other offers made in connection with the Program. All merchandise and/or offers are available while supplies last and are subject to change and/or revocation without notice.

If you have any questions regarding the Program, we can be contacted by email at [email protected].

The Rewards Program is owned and operated by Travelner and/or its affiliates. Travelner reserves the right to cancel, modify, restrict, waive or terminate the Rewards Program or any aspects or features of the Rewards Program. Points accumulated under the Rewards Program are not transferable, are not redeemable for cash, and may not be used for gift-giving purposes. You acknowledge that the points earned under the Reward Program Terms have no value and that the points are purely promotional and are provided without the payment of any consideration or other thing of value. Unless and until points are redeemed in accordance with these Rewards Program Terms, you have no right, title or interest in the points.

14. Financial terms procedures

14.1. Local taxes 

Unless specified otherwise in the Rules and Restrictions, the prices of the Services shown on the Website are expressed in euro or in the local currency, excluding local taxes that are levied in some countries by local authorities. Travelner reserves the right to cancel your booking if the full payment is not received in a timely fashion.

The price of services booked on the Website or by telephone must be paid either to (i) Travelner that accepts such payments on behalf of the Service Provider, and/or (ii) directly to the Service Providers. The payment may be charged by more than one party (as will be shown on the Customer's bank or credit card statement), however the total amount charged will not exceed the total price of the Services.

The Customer will provide the details of his/her payment card and the Service Provider or Travelner can verify: (i) the validity of the payment card (by charging a nominal amount that is either refunded within a few days or deducted from the final payment due to the Service Provider) and (ii) the availability of sufficient funds on the payment card (to be confirmed by the bank issuing the Customer's credit card).

The reservation of any pre-paid hotel bookings and Travelner Special Fare products, and Travelner Packages for destinations in the European Union is covered by the regulations for travel agents and tour operators as set out in Articles 306-310 of the EU VAT Directive [2006/112/EC].

14.2. Taxes and the collection thereof

The taxes on prepaid hotel bookings are an estimate of the applicable transaction taxes (for example, sale and use, room price, room tax, excise duty, VAT, etc.) that the Service Provider pays to the hotel for those bookings in connection with the taxes owed for the rent of the room. The hotels charge these taxes to the Service Providers. The hotels are responsible for paying the applicable taxes to the relevant tax authorities. Neither Travelner nor the Service Provider acts as a co-vendor with the hotel with which you book or make your travel arrangements.

Taxability and the applicable tax rate vary greatly by location. The actual tax amounts paid by the Service Provider to the properties may vary from the taxes invoiced, depending on the rates, taxability, etc. in effect at the time of the actual use of the hotel by the Customer.

In addition to the above, hotels in New York City charge New York sales tax and New York City room occupancy tax on both the price of the hotel room and the amount that the Service Provider charges for its Services. Hotels in the state of New York that are not in New York City charge New York sales tax on both the price of the hotel room and the amount that the Service Provider charges for its Services. In addition, hotels in the state of New York that are not in New York City, charge taxes to cover the room occupancy tax the hotel has to pay over the room price it receives. Like the other taxes, New York sales tax and New York City room occupancy tax are listed in the ‘Taxes and service costs’ field on the Website and in the ‘Taxes’ field on your booking confirmation. The Service Provider may not charge service costs for an overnight stay in a hotel in New York.

For pre-paid ‘Pay online now’ bookings, the Service Provider’s New York State and New York City tax registration certificates and numbers are provided below. New York State and New York City have changed their legislation so that they can charge taxes over the services provided by the Service Providers and require that you are informed about these taxes.

15. Customer service and complaint handling

Requests for information or complaints during a trip should be sent to [email protected]

Complaints should be submitted to Travelner by email at [email protected] or by telephone featured on the website. Travelner receives the complaints on behalf of the Service Provider. Complaints can also be submitted directly to the Service Provider during a trip so measures can be taken to solve the problem and limit the damage for the Customer. Complaints must be submitted within 2 months of the trip ending (or within 2 months of the original departure date if the trip did not take place).

Complaints about loss of, theft of or damage to luggage, clothing or personal belongings that were not under the Customer's control during the stay should be addressed to the airline or the hotel.

If a complaint is not resolved in time or satisfactorily, the Customer may contact the Travel Industry Disputes Committee.

16. Disclaimer

By using this Website, the Customer agrees that Travelner is not liable for any loss arising from the use of the Website, any delay or inability to use the Website, or from the Customer's use of links on the Website. The exclusions and limitations contained in this Article apply only to the extent permitted by law.

Travel Service Providers provide to Travelner the information describing the Services which Travelner displays on its website to you, such as travel service details, photographs, rates, the terms and conditions for the Service. It is the responsibility of the Travel Service Providers to ensure that such information provided to Travelner is accurate, complete and up-to-date. Travelner will not be liable for any inaccuracies of such information, unless and only to the extent that Travelner directly caused such inaccuracies, and this also includes any inaccuracies with hotel ratings which are intended as guidance only and may not be an official rating.

Consumers have certain statutory rights. The exclusions and limitations contained in these General Terms and Conditions apply only to the extent permitted by law. Nothing in these General terms and conditions shall, be deemed to limit or exclude Travelner’s liability for fraud, personal injury or death caused by Travelner B. V’s negligence.

Final provisions

If Travelner does not invoke one of the provisions of the General Terms and Conditions at any one moment, this must not be interpreted as a cession of the right to invoke it at a later date.

If any provision of these General Terms and Conditions (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part of a provision will, to the extent required, be deemed not to form part of this agreement with the Customer and the validity and enforceability of the other provisions will not be affected.

Every instance of force majeure, including the interruption of means of communication or a strike by carriers, hoteliers or air traffic controllers, will lead to the suspension of the obligations in these General Terms and Conditions that are affected by the force majeure event and the party affected by the force majeure event will not be liable as a result of the inability to meet such obligations.

These General Terms and Conditions come into force on 01/10/2021.

18. ANNEXE I – STANDARD INFORMATION FORM FOR PACKAGES

In certain circumstances, a Package may be formed as a result of services you decide to book where Travelner is the organiser of the Package. Where this possibility arises, you will be directed to read the important information below. It is important that you read this information.

The combination of travel services offered to you is a Package within the meaning of Directive (EU) 2015/2302. Therefore, you will benefit from all EU rights that apply to Packages. Travelner is fully responsible for the proper performance of the Package as a whole. As required by law, Travelner also has protection in place to refund your payments and, where transport is included in the Package, to ensure your repatriation in the event that it becomes insolvent.

Key rights under Directive (EU) 2015/2302

  • Travellers will receive all essential information about the Package before concluding the package travel contract.
  • There is always at least one trader who is liable for the proper performance of all travel services included in the contract.
  • Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
  • Travellers may transfer the Package to another person, on reasonable notice and possibly subject to additional costs.
  • The price of the Package may only be increased if specific costs rise (for example, fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the Package. If the price increase exceeds 8% of the price of the Package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
  • Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the Package, other than the price, are changed significantly. If, before the start of the Package, the trader responsible for the Package cancels the package, travellers are entitled to a refund and compensation where appropriate.
  • Travellers may terminate the contract without paying any termination fee before the start of the Package in the event of exceptional circumstances, for example, if there are serious security problems at the destination that are likely to affect the Package.
  • Additionally, travellers may, at any time before the start of the Package, terminate the contract in return for an appropriate and justifiable termination fee.
  • If, after the start of the Package, significant elements of the Package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee where services are not performed in accordance with the contract and this substantially affects the performance of the Package and the organiser fails to remedy the problem.
  • Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are performed improperly.
  • The organiser must provide assistance if the traveller is in difficulty.

19. ANNEXE II

Linked Travel Arrangements under the Package Travel Regulations

Important information regarding Linked Travel Arrangements

In certain circumstances, a Linked Travel Arrangement may be formed as a result of services you decide to book. Where this possibility arises, you will be directed to read the important information below. It is important that you read this information.

If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday through Travelner, you will NOT benefit from rights applying to Packages under Directive (EU) 2015/2302.

As a result, Travelner is not responsible for the proper performance of the additional travel services. In the event of problems, please contact the relevant service provider.

However, if you book and pay for any additional travel services from Travelner during the same visit to this Website, the travel services will become part of a Linked Travel Arrangement. In that case Travelner has, as required by EU law, protection in place so that you are refunded for payments you made directly to Travelner for services that cannot be performed as a result of Travelner's insolvency, and if necessary, to repatriate you. Please note that any payments you make directly to a Service Provider will not be refunded in the event of that Service Provider’s insolvency.       

Directive (EU) 2015/2302, as transposed in national law can be found here.

20. SERVICE HELP

For quick answers to your questions or ways to contact us, visit our Contact us page or you can write to us at:

Discounts and Savings Claims

Discounts and savings claims are based on multiple factors, including searching over 600 airlines to find the lowest available fare. Promo codes shown (if any) are valid for savings for qualified bookings off our standard service fees. Seniors and youth may find specific discounted fares offered by certain airlines subject to airline qualifications. Military, bereavement, and visually impaired travelers are eligible for discounts off our post-booking service fees as outlined in the compassion exception policy, mentioned in our Terms and Conditions.

* Savings based on median fares found on Travelner last month. All fares are for round-trip tickets. Fares include all fuel surcharges, taxes & fees, and our service fees. Tickets are non-refundable, non-transferable, non-assignable. Name changes are not permitted. Fares are only correct at the time of display. Displayed fares are subject to change, availability and cannot be guaranteed at the time of booking. The lowest fares may require an advance purchase of up to 21 days. Certain blackout dates may apply. Holidays and weekend travel may have a surcharge. Other restrictions may apply. Save money by comparing multiple airlines within our website and choosing the lowest fare.

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