Reservations and tickets
- Silverjet does not issue tickets for travel so at the time your reservation is confirmed you will be assigned a Confirmation Reference.
- Please keep a record of this as the details relating to your booking will be held in our computerised system under this unique reference. You will also be given the opportunity to print a Flight Confirmation Document and Receipt should you so wish.
Fares
- Silverjet fares are quoted on a per person, and with the exception of Saver fares, on a one way journey basis, excluding applicable taxes, fees and charges.
- An aviation insurance surcharge may apply and fares and taxes may fluctuate owing to currency exchange rates and tax changes.
- Each sector of your journey is treated as a separate flight. There are several fare types currently available:-
Flexible and Sixth Freedom
- Payment must be made at the time of booking
- Tickets are fully refundable
- Name changes are not permitted
- You may change flights as many times as you like without any further charges
- All fares are valid for 12 months from the date of purchase
- Where flight changes are made these must be carried out at least 4 hours before the minimum check in time for that particular flight
- There is no minimum stay restriction
- Maximum stay is 12 months
Flexible with Chauffeur transfer
- Payment must be made at the time of booking
- Tickets are fully refundable
- Name changes are not permitted
- You may change flights as many times as you like without any further charges
- All fares are valid for 12 months from the date of purchase
- Where flight changes are made these must be carried out at least 4 hours before the minimum check in time for that particular flight
- There is no minimum stay restriction
- Maximum stay is 12 months
- Chauffeur Drive transfers permitted for each Flexible fare sector booked and are offered with the following conditions:
- To and from Newark: free up to the value of 90 GBP / 180 USD / 580 AED
- To and from Luton: free within 60 miles of Luton Airport and including Central London.
- To and from Dubai: all advertised destinations
- Additional charges are payable for transfers exceeding these conditions
- Only valid for bookings made at least 24 hours before departure
Standard
- Payment must be made at the time of booking
- Tickets are refundable with a cancellation charge of 50% of the fare paid per person, per sector if cancelled before departure
- Name changes are not permitted
- You may change flights for a fee of 50 GBP / 100 USD / 375 AED per person, per sector plus any additional fare which may be due
- Rerouting permitted. Additional charges may apply
- All fares are valid for 12 months from the date of purchase
- Where flight changes are made these must be carried out at least 4 hours before the minimum check in time for that particular flight
- There is no minimum stay restriction
- Maximum stay is 12 months
Saver
- Payment must be made at the time of booking
- Tickets are non-refundable
- Name changes are not permitted
- You may change flights for a fee of 100 GBP / 200 USD / 750 AED per person, per sector plus any additional fare which may be due
- Rerouting permitted. Additional charges may apply
- All fares are valid for 12 months from the date of purchase
- Tickets are only valid for the dates booked
- There is no minimum stay restriction
- Maximum stay is 12 months
Summer Sale (UK only)
- Name changes are not permitted
- No changes permitted
- Ticket valid 12 months from date of purchase
- Cancellation fee: 100% of fare paid
- Tickets are non-refundable
- No minimum stay required
- Combinable with other fares as half of a return trip
- Travel on Summer Sale fare sectors must be completed by 06 September, 2008
- Fare must be booked before 31 May, 2008
- Fare applies to UK originating bookings only
Payment may be made by Visa, MasterCard or American Express credit cards, Visa/Delta and Switch debit cards, Maestro debit cards (UK only)
In addition to the fare for your journey, you must pay any taxes, fees and charges imposed on us by Government or other authority, including the operator of an airport, for which we are obliged to collect from you or pay in respect of you and your flight. When you make your reservation, we will tell you about any taxes, fees and charges not included in the fare and they will normally be shown separately on your Flight Confirmation Document and/or receipt.
If you do not use your confirmed reservation, you will be entitled to claim a refund of any taxes, fees and charges that you have paid, less an administration fee of 20 GBP / 40 USD / 150 AED.
Seat Requests
- We will endeavour to meet advance seating requests although these cannot be guaranteed. It may also become necessary for you to change seat for operational, safety or security reasons.
- Customers with special needs, together with the elderly or frail or any other customer who, in our reasonable opinion, would be unable to be of assistance in the event of an emergency, will not be seated at or adjacent to an emergency exit.
Baggage
- ‘Checked Baggage’ is any item accepted for carriage in the aircraft hold including, but not limited to, suitcases, infant travel cots, car seats, rucksacks and tents. Large sports equipment and musical instruments are subject to separate charges and restrictions apply - see below. Mobility equipment such as baby buggies, wheelchairs and walking frames are carried free of charge subject to weight and size restrictions (see below).
- The personal allowance for Checked Baggage is two items of baggage per person. Infants have a full personal allowance, and in addition, a pram/buggy may be carried free of charge.
- Cabin Baggage - after negotiating with the UK Department of Transport, effective 11 January 2008 you will now be able to take on board two pieces of cabin baggage at all of the destinations we serve. This will allow you to take advantage of the extra space available on our aircraft. Your two pieces of cabin baggage should not exceed the following dimensions: a maximum length of 56cm, width of 45cm and depth of 25cm (including wheels, handles, side pockets etc.).
- Any customer checking baggage in excess of two pieces will be charged an excess baggage fee currently at the rate of 60 GBP / 120 USD / 450 AED.
- For health and safety reasons Silverjet does not accept for carriage any individual item exceeding 32 kilos or with combined dimensions of more than 158cm/62 in
- All personal items and cabin baggage must be securely stowed on board the aircraft either in the overhead locker or under the seat in front of you, if this is not adjacent to an emergency exit.
- For items unacceptable as baggage, please refer to Article 8 of Silverjet’s General Conditions of Carriage
Check-in and boarding
- Check-in will normally open two hours prior to scheduled departure and close 45 minutes before scheduled departure if you have checked baggage, or 30 minutes before scheduled departure if you have cabin baggage only. We reserve the right to cancel your reservation and deny you boarding if you do not comply with this check-in deadline.
- Boarding closes 15 minutes prior to departure. Customers arriving late at the boarding gate will not be accepted for travel.
- Your valid photo-id and boarding card must be produced at the boarding gate.
Flight cancellations and schedule changes
- Silverjet does not provide compensation for flights which are delayed or cancelled for reasons beyond Silverjet’s control. You may therefore wish to ensure that you have suitable private insurance cover in force to cover such eventualities. Your rights under EU Regulation 261/2004 are unaffected so that in the case of denied boarding, flight cancellation or a delay in excess of four hours, you will be provided with a written notice setting out the rules for compensation and assistance in line with such regulation.
Reduced mobility, blind/vision impaired customers
- For safety reasons, Silverjet can only carry a maximum of four disabled/reduced mobility customers on any flight.
- Blind/vision impaired customers are welcome on Silverjet flights but must be accompanied by a sighted companion. Silverjet does not carry guide or assistance dogs.
- Notification of these conditions and any request for assistance must be made at the time of booking. Failure to advise Silverjet of your condition or requirements on the day of booking may result in the service being unavailable on your arrival at the airport and you being refused carriage.
Medical conditions
- Customers with a medical condition which may be exaggerated or aggravated by air travel should obtain a medical certificate from their doctor stating the nature of their illness and their fitness to undertake the journey they are planning. This must be presented to Silverjet prior to departure date.
- Customers who require oxygen onboard, will need to arrange their own and contact us in advance to confirm we can accommodate your requirements. Silverjet will only accept oxygen from BOC Medical gases or US and UAE equivalent. All paperwork will be required for presentation at check-in and to our crew, if requested.
Expectant mothers
- Silverjet will accept expectant mothers for travel up to the end of their 28th week of pregnancy without a medical certificate.
- If travelling between the end of their 28th week and the end of their 34th week of pregnancy, a medical certificate will be required stating the number of weeks of the pregnancy and confirming that the expectant mother is fit to fly.
- We are unable to accept expectant mothers once they reach the 36th week of their pregnancy, or in the case of those who are expecting a multiple birth, after the end of their 32nd week. Therefore, all flights should be completed before this time is reached.
- Medical certification must be supplied by a doctor. We regret that we cannot accept certificates completed by a registered midwife.
Special meals
Alternative meals such as vegetarian, no salt, kosher or halal are available and can normally be provided on all Silverjet flights, provided that we have been notified of your special request at least 48 hours in advance.
Checked baggage requirements
- You must identify your checked baggage with your name and address and destination telephone number. Failure to comply with this simple requirement may result in a significant delay in tracing your checked baggage should it become misplaced.
- Silverjet does not accept responsibility for unsuitably packed, perishable, damaged or fragile baggage or for minor damage to the exterior of baggage (e.g. scratches, stains, soiling, dents) resulting from normal wear and tear.
- Prams, buggies, cots and car seats are also considered to be inherently unsuitable for carriage by air, although Silverjet is prepared to carry such items, but only from aircraft side to aircraft side.
- Large sports equipment such as fishing rods, golf clubs, bicycles, fencing equipment, surfboards, snowboards and skis and large musical instruments cannot be carried in the cabin of an aircraft. Other musical items such as a guitar, cello, violin or viola which exceed our cabin baggage dimensions may be carried in the cabin if a seat for it has been reserved and the applicable fare paid. There is no baggage allowance associated with the purchase of an extra seat. Silverjet is prepared to accept sports equipment and musical instruments for carriage in the aircraft hold and attempt to carry them as carefully as it can, but unless they are professionally packed prior to presentation at check-in, they may be carried on a ‘limited release’ basis (i.e. entirely ‘at your own risk’ for damage or delay). You may therefore wish to ensure that you have suitable private insurance cover in force for such items.
- We do not accept animals or pets for carriage on our aircraft.
- We do not accept human remains for carriage on our aircraft.
Documentation
- It is the customer’s personal responsibility to ensure that they have valid documentation which meets the requirements of Silverjet, immigration and other governmental authorities at every destination. Any fines, penalties, payments or expenditures incurred as a result of breach of this requirement shall be paid by or charged to you. In order to ensure compliance, Silverjet recommends that you carry your valid passport (and visa if applicable) on all journeys.
- All customers must present valid photo identification at check-in for all flights. The only acceptable form of photo-ID on Silverjet flights is a valid passport.
- Expired or damaged forms of photo-ID will not be accepted for any flight. Failure to present valid photo-ID matching the names on your reservation will result in you being refused check-in.
Children and infants
- See paragraph headed “Documentation” for photo-id requirements for children and infants.
- Silverjet does not carry unaccompanied minors (under 14 years). Escort and special facilities are NOT available. Silverjet will carry unaccompanied minors aged 14 or 15 years ONLY upon completion of a Form of Indemnity at check-in of each departure airport, signed by a parent or guardian. The parent or guardian must remain at the airport until the flight has departed.
- Children under the age of 14 years must always be accompanied by a customer over 16 years.
- Unaccompanied minors aged 14 or 15 years must present the required valid photo-id at check-in.
- Infants under two years old will be accepted for travel and allocated their own seat for use during the flight. Infants must sit on an adult's lap (maximum one infant per adult) for take-off and landing. You are welcome to bring your own infant seat provided it displays the British ‘kite mark’ or US equivalent.
- Infants under the age of two weeks cannot be accepted for travel on flights operated by Silverjet.
- The reduced child / infant fare is currently not available for bookings made on the www.flysilverjet.com mobile phone website.
Smoking and beverages
- You may not smoke in any part of an aircraft operated by Silverjet. Failure to adhere to this regulation may result in severe criminal penalties being brought against you.
- Customers are not allowed to consume their own alcohol on board.
Mobile phones etc
- Mobile Phones and Personal Electronic Devices equipped with wireless phone connections may be carried only in cabin baggage but must be switched off once the aircraft doors are closed for departure and must not be used during flight.
Insurance
ATOL Protection
1. The ATOL protection does not extend to 'flight only' ticketing where the confirmation invoice has been issued within 24 hours of payment;
2. Where additional items are purchased together with the flight (eg. Limo service or hotel accommodation), the sale is ATOL protected (*)
(*) Please note that when Silverjet sells add-on services ancillary to the flight (such as "limo" service, hotels, etc.) these constitute a "package" and therefore the customers buying these additional services are ATOL protected.
Prohibited Items
- You may not carry in your baggage (whether checked or unchecked) any of the following items:
- Gas substances under pressure (frozen, flammable or toxic)
- Caustics (e.g. acids, alkaline substances, mercury, etc.)
- Explosive materials, weapons, ammunition, fireworks, firecrackers
- Flammable liquids – liquid and solid (e.g. gas for lighters, paints, solvents, spirits)
- Oxidising agents (chlorides), toxic substances, insecticides, irrigating substances, biological substances (virus and bacteria strains)
- Radioactive materials creating magnetic field and other articles reasonably considered by Silverjet to be dangerous
- Fish, game or hunting trophies
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Notice of Contract Terms Incorporated by Reference
- Your contract of carriage (Contract) with Silverjet is subject to our General Conditions of Carriage for Customers & their Baggage from time to time in force and related rules, regulations and/or policies pertaining to specific subjects (Regulations) all of which are available from Silverjet upon request.
- Silverjet’s Conditions and Regulations are, by this notice, incorporated by reference into and made part of the Contract.
- Our Conditions include, but are not restricted to:
- Conditions and limits on our liability for the personal injury or death of a customer.
- Conditions and limits on our liability for the loss or, damage to or delay of goods and baggage, including fragile or perishable goods.
- Application of our Conditions and limits of liability to the acts of our agents, servants and representatives, including any person providing either equipment or services to us.
- Claims restrictions, including time limits by which customers must file a claim or bring an action against us.
- Rules on reconfirmation of flight timings, check-in deadlines the use and duration of tickets, and our right to refuse carriage.
- Our rights and limits to our liability for delay or failure to perform a service, including schedule changes, substitution of alternative air carries or aircraft and re-routing.
- Your obligation to obtain all necessary travel documents such as a passport and visa.
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Air Carrier Liability for Customers and their Baggage
This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention 1999.
Compensation in the case of death or injury
There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £82,000/$150,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
Advance payments
If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximately £13,000/$24,000).
Passenger delays
In the case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,150 SDRs (approximately £3,500/$6,500).
Baggage delays
In the case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,000 SDRs (approximately £820/$1,500).
Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approximately £820/$1,500). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
Higher limits for baggage
A passenger can benefit from a higher liability by making a special declaration at the latest at check-in and by paying a supplementary fee.
Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.
Liability of contracting and actual carriers
If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
Time limitation for action
Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
Basis for the above information
The basis of the rules described above in the Montreal Convention of 28 May1999, which is implemented in the Community by Regulation (EC) No.2027/97 (as amended by Regulation (EC) No.889/2002) and the national legislation of the Member states.
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Contact Silverjet
By telephone
UK: +44 (0)844 855 0111
US: +1 877 359 7458
UAE: 800 044 0 224 (toll free)
By email
hello@flysilverjet.com
By mail
Silverjet Aviation Limited
72/104 Frank Lester Way
London Luton Airport
Bedfordshire
LU2 9NQ
United Kingdom