General terms of use

When making a reservation on our site, the traveler agrees to the general terms and conditions. Passengers who do not agree to any of these terms and conditions are not obliged to use our site.
For any ambiguities, you can contact us via e-mail: info@aviokarte.me or phone numbers: +382 20 511 200 or +382 69 155 755.

Ticket reservation

We recommend that you always book air tickets on our website, which will reduce the cost of buying an air ticket compared to buying at any travel agency.
When booking, the passenger is obliged to check whether he entered the name and surname correctly, and instead of the letters “Ć, Č, Đ, Š, Ž, ć, č, đ, š, ž” he will use “C, D, S , Z, c, d, s, z ”.
He is also obliged to check whether he has entered the correct e-mail address, so that we can send a booking confirmation or an electronic ticket.
The passenger is obliged to check the route, time of departure and departure, as well as all other details of the trip.

After the purchase, we will send the electronic ticket to the passenger via e-mail.

If due to technical problems we are not able to issue a ticket, the passenger will be notified as soon as possible, the payment card will not be charged and the passenger will be offered an alternative option, if possible.

Low cost carriers

When buying a ticket with a Low cost carrier, the passenger shall contact the carrier to make any subsequent changes, if the fare conditions allow it.

Types of payments

Payment on our site can be made with VISA, Maestro or MasterCard credit cards.
When paying by credit card, there is a possibility that the card will be declined.
In the event of a failed transaction, we will notify you immediately by email and ask you for an alternative payment method.
Reasons why the card may be declined: limited daily limit, lack of funds on the account, wrong address, etc.
If the passenger does not report the alternative payment method after the unsuccessful transaction within 24 hours,
the reservation will be canceled.
Incorrect credit card information can lead to cancellation of the reservation, prolongation of the issuance of the air ticket and change of the ticket price.
To avoid complications, please enter all information correctly.
By making a reservation, the passenger accepts financial responsibility for all transactions made.

Payment methods

Payment on our site can be made in one of the following ways: with VISA, Maestro or MasterCard cards that support online transactions. Online transactions are realized in cooperation with All Secure doo and Hipotekarna banka in a secure and certified way through AllSecure Payment Gateway, by simply entering data from the payment card.

Following the successful entry of the card data and confirming the payment, the bank authorizes the transaction thereby approving the order after which the delivery is expected. The funds will be reserved on your card (account) and will not be available for another purpose.

The transaction will be completed and the amount deducted from your account only when the reservation is made. In the event that the payment is not completed, or the amount is not deducted from the account within 14 days of accepting your reservation, it will be canceled and deleted. After the expiration of the 14-day period, the money reserved in your account will be released and will be available to you again. You can then repeat the same or make a new reservation, and make a payment.

NOTE: Check with the card issuing bank to see if your card supports online payments.

Data protection when paying

When entering payment card data, confidential information is transmitted via the public network in a protected (encrypted) form using SSL protocol, using the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. The payment card information is not available to the service provider. 3D Secure protection for all merchants and customers – AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All customers using the AllSecure Payment Gateway are automatically included in 3D-Secure protection, guaranteeing customers the security of their purchases. Customer payment card numbers are not stored in the service provider’s system and the registration itself is protected by SSL data encryption. PCI DSS Standards – AllSecure Payment Gateway is constantly complying with all the requirements of card organizations in order to increase the level of security of merchants and customers. From 2005 until today, without interruption, the system has been certified as PCI-DSS Level 1, which is the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) is a standard that defines the necessary security measures for the processing, storage and transmission of sensitive card data. PCI Standards protect sensitive cardholder data throughout the payment process: from the moment of data entry, during communication between the service provider and relevant banks and card organizations, as well as the subsequent storage of this data.

Refund

In the case of a refund to a client who has previously paid with one of the payment cards, in part or in full, and regardless of the reason for the refund, the refund is made exclusively through the same VISA, Maestro or MasterCard card used for payment. This means that our bank will, at our request, refund the funds to the cardholder’s account. Conversion statement – All payments will be made in Euros (€). If the payment is made with payment cards of foreign issuing banks, the amount of the transaction will be converted into the local currency of the cardholder, according to the exchange rate of Visa / Mastercard.

Verification system

To avoid the possibility of credit card fraud, the agency has the right to check the credit card with the user’s bank, and may ask the traveler to send a copy of the ID card and credit card by fax or e-mail.

Purchase insurance

Montenegro Tourist Service recommends its passengers to buy travel insurance, which is one of the conditions to travel and stay abroad, especially when it comes to Schengen countries.

Obligations of passengers

The passenger is obliged to have the valid personal travel documents.
It is passenger’s responsibility for all lost or stolen documents during the trip. The passengers have to make sure that their documents and luggage meet the conditions set by border, customs, visa, health and all other regulations, both the country of origin and the destination country.
Montenegro Tourist Service is not responsible if the passenger is not allowed to enter the destination country. The passengers shall get acquainted with the visa and health regime of the country they travel to, especially if it is a country where vaccination of tourists is mandatory.

Personal data protection

The passenger provides personal data voluntarily. They are necessary for the desired service to be fulfilled.
The data can also be used in future mutual communication.
The passenger agrees that Montenegro Tourist Service shall use their personal data for the purpose of making reservations, buying airline tickets, travel insurance, booking hotel accommodation and other services.
Montenegro Tourist Service undertakes not to take the passenger’s personal data out of the country or give it to a third party, except for the purpose of realizing the requested service.
When purchasing travel insurance, the agency will forward the personal data of the passengers to the insurance company.

Correctness of data

When issuing an air ticket, each passenger receives a ticket number that is related to their name and surname.
Therefore, it is very important to enter the name and surname as stated in the travel documents,
respecting the rule that instead of the letters “Ć, Č, Đ, Š, Ž, ć, č, đ, š, ž”, letters “C, D, S, Z, c, d, s, z” are used.
After the air ticket is issued, it is not possible to change the name and surname, not even a single letter,
and an air ticket with incorrectly indicated information is not considered valid by the airline.
In case the passenger is prevented to travel, the air ticket cannot be transferred to another person.
In air transport, babies (INF 0-2 years of age) and children (CHD 2-12 years of age) are entitled to discounts. Therefore, it is extremely important, when entering the name and surname, to enter the correct date of birth, so if the passenger is entitled to a discount, the system shall automatically calculate the discount after the passenger data are entered.

Check-in

For flights departing from Montenegro, the passenger is required to check in 60 to 90 minutes before the flight.
For international flights, check-in is done 90 minutes to 2 hours before the flight.
Passengers who do not show up for the flight at the scheduled time are considered NO SHOW passengers, which with most airlines results in the cancellation of the air ticket without the possibility of a refund.
Airline ticket segments, better known as coupons in air transport, must be used in the order specified in the airline ticket.
Example:
If the passenger has a ticket Podgorica-Belgrade-Paris, they cannot check in in Belgrade and continue the flight to Paris; in case the passenger does not show up for the flight from Podgorica, their ticket will be automatically canceled for both departure and return.

Airline ticket validity

Depending on the fare rules set by the airline, each airline has a time-limited validity, regardless of the fact that passengers opt for fixed departure and return dates.
Validity can be limited to 45 days, a month, 3 months, 6 months or a year from the day the trip started.
The airline reserves the right to change the airline ticket even after the expiration of validity, to passengers who for certain reasons (health, death in the family, etc.) are not able to travel.
For the same airline, a special request is submitted with the appropriate documentation attached.

Airline ticket price

The price of an air ticket consists of: the basic ticket price formed by the airline, airport taxes and agency fees, often referred to as TSC (Ticket Service Charge)
or RSF (Reservation Service Fee).
Each airline has a number of different fares on the flight, the price of which depends on factors such as: the class in which the passenger travels, the time period until which a fare is available, the penalties entailed by a change or refund of the air ticket.
As the day of the flight approaches, cheaper tickets are sold, the ones with expired validity are withdrawn from sale, more expensive tariffs remain and thus the ticket price rises, which causes passengers on the same flight, the same class and in the same row of seats to pay for air tickets at drastically different prices.
For the above reasons, passengers must be informed that the price of an air ticket is subject to change until the ticket is issued.

Flight cancellation by the airline

Montenegro Tourist Service is a travel agency, authorized by IATA, the international airline association, to sell airline tickets and is not responsible for the actions undertaken by airlines.
Due to certain circumstances, each airline reserves the right to change the flight time, route, route, type of aircraft, etc., without prior notice to passengers.
In any of the above cases, Montenegro Tourist Service does not take responsibility, but it is rather
borne by the airline, both for the change of the air ticket and for the refund.
The same applies in the event of bankruptcy of the airline or complete cancellation of the flight.
In the event of a flight cancellation, Montenegro Tourist Service will immediately notify the passenger by e-mail or telephone.
Carriers in such cases offer an alternative and the change of ticket is done only with the written consent of the passenger.
If the offered alternative does not suit the passenger, the airline refunds the money, which Montenegro Tourist Service returns to the passenger less the TSC ticket issuance service, the costs of banking transactions, etc.

Flight cancellation or change of travel date by passengers

Any change made to the airline ticket, whether it is a flight cancellation or a postponement of the date by the passenger, is subject to a surcharge specified in the tariff regulations by the airline.
Exceptions may be certain fares in business class, which allow free change of airline ticket.
When purchasing an airline ticket, the passenger confirms that he is familiar with and agrees with the rules of the airline and the terms of the fare.
If according to the rules of the tariff the air ticket is refundable, Montenegro Tourist Service will refund the passenger immediately upon arrival by the airline, reduced by the amount of the reservation service and the costs of the banking transaction.

Passengers with special needs

Unaccompanied children, people with disabilities, people with reduced mobility, pregnant women, sick people or other people who need special help, are obliged to inform the agency of their condition when making a reservation so that we can send a request to the airline to receive passengers with special needs.
Depending on several factors, the airline may refuse to accept a person with special needs on the flight.
Some of the factors are: already filled number of passengers of that type, inadequate type of aircraft, etc.

Transportation of pregnant women

Women who maintain a pregnancy without any complications for less than 28 weeks can fly by plane without a medical certificate.
For pregnancies of 28 to 35 weeks long, a doctor’s certificate is required, not older than 7 days,
confirming that the birth will not take place in the next 4 weeks from the start of the trip.
In case the pregnant woman travels for surgical intervention or treatment, she must enclose the documents required for the transport of health-endangered passengers and the disabled.

Children on the flight

Children up to the age of two are counted as babies (INF) in air traffic and pay only 10% of the total price of the air ticket and are exempt from airport taxes.
They do not take their place on the flight, but the person they are traveling with holds them in their lap.
With the stated price ticket, they are entitled to checked luggage up to 10 kg.

Children from 2 to 12 years of age in air traffic are referred to as CHD. If they travel accompanied by an adult, they get a discount of up to 50% on the total price of the air ticket price and all associated airport taxes.
They take a seat on the flight and are entitled to luggage just like adult passengers.

For children who do not travel accompanied by an adult, a special request is sent to the airline,
with the exact information about the person who accompanies the children on the flight, as well as about the person who picks them up from the flight.
At some airlines, an unaccompanied child service is charged separately at the airport,
while with some airlines it is not charged, but the air ticket is charged at the price for adults.

Pets

In addition to transporting passengers, commercial airlines also transport pets.
Pets in air traffic are divided into PETC, weighing up to 8kg and AVIH, weighing over 8kg, i.e.. to those who ride in the cockpit, and to those who ride in a separate compartment in the trunk of the aircraft.
In both cases, the passenger is obliged to provide the pet with a cage of the dimensions prescribed by the airline, with an impermeable bottom, and for longer flights, in addition to the cage, they have to provide the pet with a sufficient amount of water and food.
For the transport of pets, a special request is sent to the airline by the travel agency, with details such as: the dimensions of the cage, the weight of the pet with the cage, the type and breed of the pet.
The airline reserves the right to refuse the transport of a pet if the allowed number of pets on the flight has already been filled, the aircraft does not meet the requirements for the transport of that type of pet or it is a type / breed of pet whose transport is not performed by the airline.
The airline charges for the service per kilogram of weight of a pet with a cage.

Luggage

Hand luggage includes luggage of dimensions and weights prescribed by the airline,
usually 8-10kg and is included in the ticket price.
The passenger carries hand luggage with him on the plane and places it under the seat of the plane or in a locker above the seat in the cabin.
Hand luggage must not contain sharp objects, explosives, cold weapons and firearms.

Checked-in baggage

Checked-in baggage is considered to be baggage that is checked in at the check-in counter.
It is usually larger in size and weight compared to hand luggage, and with some airlines it is included in the ticket price, while with others it is charged separately.
The airline prescribes the allowed weight of checked luggage, so that some may not exceed 20 kg, others 30, while there are airlines that have switched to the “piece concept” (PC).
The piece concept implies that the passenger is entitled to 1PC, i.e.. one piece of luggage, weighing up to 23kg.

Excess luggage

When checking-in for the flight, checked luggage is weighed.
In case the weight of the luggage exceeds the weight prescribed by the airline,
the airline will charge extra weight for each extra kilogram.
The exceptions are airlines that practice the Piece concept, where the passenger is charged the amount of another piece of luggage up to 23kg.

Unattended luggage

The transport of unaccompanied luggage is done according to special regulations of the carrier, depending on the weight, dimensions and type of luggage.
The airline reserves the right not to transport baggage if the type of aircraft does not meet the requirements, or it is a type of baggage that the airline does not carry.

Baggage retrieval

Upon landing at the destination, the passenger immediately picks up the luggage.
According to all the rules, it is explicitly forbidden for a passenger to carry someone else’s luggage, especially owned by the people he/she does not know.
The airline is not obliged to check whether the passenger has taken his luggage, and in case of lost or delayed luggage, the passenger reports to the Lost & Found airport department.
At the Lost & Found service, the passenger fills out a form with details related to the appearance of the luggage, the contents and the estimated value of the luggage, gives his address and contact phone number and waits for feedback from the service.
Montenegro Tourist Service is not responsible for lost or damaged luggage, and therefore the passenger sends the report for lost or damaged luggage to the airline independently.
The deadline for reporting lost luggage is 21 days, while the deadline for complaining about damaged luggage is no later than 7 days from the day the luggage was picked up.

Ticket service charge – TSC (Ticket service charge)

Montenegro Tourist Service charges for the ticket service for mediation services between passengers and airline,
as well as the issuance of the ticket itself.
The fee is charged for the issuance of airline tickets, as well as changes to already issued airline tickets.
In case of ticket cancellation, ticket refund, etc., the TSC remains refundable.

COMPLAINTS

The passenger is obliged to immediately report the damage to health, luggage and other things to the carrier, which draws up a report on that.
A claim for compensation for any damage becomes statute-barred two years from the date the plane landed,
should have landed at the place of destination or from the day when the transport was interrupted.
The method of calculating the statute bared period shall be determined in accordance with the applicable law of the competent court.
Montenegro Tourist Service does not mediate in disputes between passengers and the airline,
disputes between passengers and airport companies, nor is responsible for their omissions.