GENERAL CONDITIONS OF CARRIAGE

These General Conditions of Carriage solely apply to scheduled flights operated by Mistral Air S.r.l. on the routes sold on the www.mistralair.it website. Passengers travelling on Mistral Air CHARTER flights are kindly requested to refer to the Mistral Air website www.mistralair.it or contact their Tour Operator.

Unless otherwise provided, for the purposes of these General Conditions of Carriage the following terms will have the meaning as set out below:

  • "General Conditions of Carriage" (hereafter also referred to as “GCCs”): the provisions contained in this document and solely applicable to the flights referred to in Article 1 above;
  •  "Flights": the routes identified by Article 1 of these GCCs, to which the provisions in these GCCs apply;
  • “Carrier”: Mistral Air S.r.l. (hereafter also referred to as “Mistral Air”), a limited liability company whose purpose is the operating of aviation activities that it provides under the scrutiny of the relevant aviation authorities, namely the carriage by air of Passengers and baggage as referred to in these GCCs; the Carrier is in possession of an appropriate air carrier licence (COA No I-021) issued by ENAC (the Italian civil aviation authority) on 29 August 2007 in accordance with the provisions of national, international and EU law governing air transport, including the conventions on international air transport in force and, in particular, Regulation (EEC) No 2407/1992; Regulation (EC) No 2027/97 implementing the Montreal Convention of 1999; Regulation (EC) No 899/2001; Regulation (EC) No 261/2004 and subsequent amendments and additions thereto;
  • “General Sales Agent” (hereafter also referred to as “GSA”): limited liability company whose purpose is to pursue activities in the tourism sector, operating solely, with reference to the flights referred to in Article 1 of these GCCs, as General Agent of Mistral Air for the sale of air tickets;
  • "Passenger": any individual that the carrier transports or undertakes to transport, except for members of the crew;
  • "Baggage": the articles, personal belongings and other items in the Passenger’s possession, whether or not these have been checked in, which the Passenger may wear, use or in any case have during the flight for comfort or use during the journey and which the Carrier undertakes to transport together with the Passenger, as an accessory obligation to the contract for the transporting of an individual;
  • "Checked Baggage": baggage delivered to the Carrier, for which a baggage identification tag is issued;
  • "Unchecked Baggage": hand baggage which the Passenger may take into the aircraft cabin;
  • "Baggage Receipt": the document issued to the Passenger as evidence of the delivery of the Checked Baggage to Mistral Air, corresponding to a baggage identification tag placed on the baggage itself;
  • "Ticket": the travel document, valid for tax purposes, consisting of the document issued by the Carrier entitled "Passenger Ticket and Baggage Receipt", or, for electronic tickets, the document entitled "Electronic Passenger Ticket and Baggage Receipt" containing confirmation and a list of the flight information, and also including the Confirmation Number/Booking Reference Code;
  • "Boarding Card": the document issued to the Passenger when presenting at the Check-in, containing a list of the flight information, and any seat allocation in the aircraft;
  • "Booking Reference Code": an alphanumeric code given by the Carrier to the Passenger that identifies the purchase of the Ticket;
  • "Special Drawing Rights": the unit of account established in 1969 by the International Monetary Fund in order to create a single homogenous currency for international commercial transactions, quoted daily, published in the main daily papers;
  • "Call Center": the Carrier’s telephone assistance centre, managed by the GSA, which Passengers may contact to make bookings and purchase tickets or obtain general information on flights and purchase methods, or to request changes to tickets already booked and purchased;
  • "Adults": Passengers who are aged 12 or over on the date of the flight (for a single ticket) or on the date of the return (for a return flight);
  • "Children" or “Child”: Passengers who are aged between 2 and 11 on the date of the flight (for a single ticket) or on the date of the return (for a return flight);
  • "Unaccompanied Minors": in relation to domestic flights, Passengers who are aged under 14 on the date of the flight (for a single ticket) or on the date of the return (for a return flight); in relation to international flights, Passengers who are aged under 15 on the date of the flight (for a single ticket) or on the date of the return (for a return flight);
  • "Infant": Passengers who are aged under two on the date of the flight (for a single ticket) or on the date of the return (for a return flight);
  • "PIR – Property Irregularity Report": the form to be filled in by a Passenger in the event of lost, damaged or delayed baggage; the form may be obtained at the “Lost and Found” airport offices;
  • "Montreal Convention": the Convention for the Unification of Certain Rules for International Carriage by Air, signed in Montreal on 28 May 1999; "Regulation (EC) No 2027/97": Council Regulation (EC) No 2027/97 of 9 October 1997 on air carrier liability in the event of accidents;
  • "Regulation (EC) No 889/02": Regulation (EC) No 889/02 of the European Parliament and of the Council of 13 May 2002 amending Regulation (EC) No 2027/97 on air carrier liability in the event of accidents;
  • "Navigation Law": the Navigation Law adopted under Royal Decree No 327 of 30 March 1942 and subsequent amendments and additions thereto.

The purchase of tickets can be made on the website www.mistralair.it
Tickets are sold only for the Economy Class and may refer to one-way or round-trip flights. You can purchase tickets for up to 9 passengers per transaction.
The payment of the total cost of the ticket, including the tariff, tariff surcharges, the sale service where required and any airport tax, is due at the time of purchase unless otherwise stated. Once the payment has been processed, the Carrier will confirm the purchase by communicating to the Passenger the Reservation Reference Code and the flight route summary data. If payment is not successful, the Carrier may not confirm the purchase.
For online purchases, the purchase confirmation, the Booking Reference Code and the flight route summary data will be sent by Mistral Air exclusively to the email address provided by the passenger. In case of purchase of the ticket through a travel agency, the agency will be responsible for providing the Reservation Reference Code and the flight route summary data to the Passenger.

The Carrier does not offer connecting flights and does not assume any liability for any missed connections, either for connecting flights operated by other companies or for connecting flights operated by Mistral Air.

Where a Passenger books a connecting flight with Mistral Air, the two bookings will be considered for all purposes as separate and not connected, and the Passenger must therefore check in separately for each segment, in accordance with these GCCs.

You are therefore advised, when purchasing connecting flights, to allow for an interval of at least three hours between the scheduled arrival of the first flight and departure of the second.

The charges relate only to air travel from the airport of departure to the destination airport, and do not include any transfer between airport terminals.
The fares are in force and applicable at the time of purchase, for which a limited numbers of seats is made available. Fares may vary before transport depending on the number of seats that is still available at the time of purchase.
Without prejudice to article concerning the terms of transport of excess baggage, in addition to the fare, the taxes imposed by the Government and other authorities, in particular the airport, for each ticket purchased, passenger and their luggage, and the use of the services available at the airport, shall be borne by the passenger.
For flights under these General Conditions of Transport, four categories of fares apply: Flex, Comfort, Saver and Promo, each in turn made up of different booking classes.

"Flex" fare
This fare allows to make changes to the original booking (change of date and/or time) and to the Passenger's name, without application of any booking fee but with just fare adjustments as per the amount indicated in paragraph 4.1, within the time limit of one day from the departure of the booked flight.
It also allows cancellation without penalty as well as full refund subject to any charges or expenses related to payments by credit card or other payment methods within the hours 23:59 of the day of execution of the original reservation. Any cancellation by the passenger beyond the 23.59 from the day of execution of the reservation and within 24h before flight departure will give rise to a repayment amounting to the 90% of the full fare, and reimbursement of airport taxes excluding charges and expenses relating to the payment.
For tickets purchased through agencies, booking changes (change of date and/or time) can be made through the same agency that sold the ticket.

This fare allows to carry a 15 kgs baggage on hold without any additional cost.

"Comfort" Fare
It allows to change booking (change of date and/or time) within the time limit of three days from the departure of the flight purchased with the application of a booking fee of €45 per flight segment and possible fare adjustment as indicated in the paragraph 4.1
It allows to change the name of the passenger within maximum three days from departure of the flight booked with the application of a booking fee of €15 per flight segment and possible fare adjustment.
It also allows cancellation without penalty as well as full refund subject to any charges or expenses related to payments by credit card or other payment methods within 23:59 hours from the day of execution of the original reservation. Any cancellation after the 23:59 hours from the day of execution and within 72h before flight departure will give rise to a repayment amounting to the 50% of the full rate, and reimbursement of airport taxes with the exception of fees and expenses relating to the payment.
For tickets purchased through agencies, booking changes (change of date and/or time) can be made through the same agency that sold the ticket.

This fare allows to carry a 15 kgs baggage on hold, without any additional cost.

"Saver" Fare
It allows cancellation without penalty as well as full refund subject to any charges or expenses related to payments by credit card or other payment methods within 23:59 hours from the day of execution of the original reservation. Any cancellation after the 23:59 hours from the day of execution and within 96h before flight departure will give rise to a repayment amounting to the 25% of the full rate, and reimbursement of airport taxes with the exception of fees and expenses relating to the payment.
It allows to change the name of the passenger within maximum four days from departure of the flight booked with the application of a booking fee of €15 per flight segment and possible fare adjustment.
For tickets purchased through agencies, booking changes (change of date and/or time) can be made through the same agency that sold the ticket.

This fare allows to carry a 15 kgs baggage in hold without any additional cost, except for flights from/to Bydgoszcz where no baggage on hold is included.

"Promo" Fare
It does not allow, under any circumstances, to change booking (change of date and/or time).

It allows to change the name of the passenger within maximum four days from departure of the flight booked with the application of a booking fee of €30 per flight segment and possible fare adjustment.

It allows cancellation without penalty as well as full refund subject to any charges or expenses related to payments by credit card or other payment methods within 23:59 hours from the day of execution of the original reservation. Any cancellation by the passenger after the 23:59 hours from the day of execution will not give rise to any refund of the fare, charges or expenses relating to the payment, but only to reimbursement of airport taxes.
For tickets purchased through agencies, booking changes (change of date and/or time) can be made through the same agency that sold the ticket.

No baggage on hold is included.

“Super Promo" Fare
It does not allow, under any circumstances, to change booking (change of date and/or time) or change name.

It allows cancellation without penalty as well as full refund subject to any charges or expenses related to payments by credit card or other payment methods within 23:59 hours from the day of execution of the original reservation. Any cancellation by the passenger after the 23:59 hours from the day of execution will not give rise to any refund of the fare, charges or expenses relating to the payment, but only to reimbursement of airport taxes.
For tickets purchased through agencies, booking changes (change of date and/or time) can be made through the same agency that sold the ticket.

No baggage in hold is included in this fare

4.1 Conditions applicable to all fare categories
In case of flight changes (change of date and/or time), regardless of the application of any booking fee in accordance with the relevant fare, if the price of the already purchased and confirmed flight is lower than the new flight chosen, the passenger will still be required to pay the difference between the price originally paid and the lowest fare available at the time when the change is requested. If the fare for the new flight chosen is lower than the one originally paid, no refund will be due to the Passenger.
In case of flight changes (change of date and/or time), the passenger will not be entitled to a refund of any surcharges and additional services previously purchased.
The passenger who decides to renounce, for reasons not attributable to the carrier, to the use of this service, or who is not present for boarding in the terms provided by these GCC, will only be entitled to a request for refund of airport taxes by sending a formal written request via registered letter to the Vector. 

4.2 Cancellations for Mourning and Disease
If the departure of the Passenger is prevented by circumstances over which he/she has no control, the provisions of art. 945 of the Navigation Code shall apply. The passenger will be required to inform the carrier immediately, and will be able to either make a specific request for reimbursement by sending a registered letter to Mistral Air ticket, attaching the flight booking code, the proof of the impediment and providing the bank details for the refund; or request Mistral Air to use the ticket on another date to the passenger's choice, via the same route. If the impediment relates to one of the relatives or employees of the family, who were to travel together, each Passenger can request termination of the contract under the same conditions.
If a passenger cannot start a journey or, after having begun it, is unable to complete it within the period of validity of the ticket due to serious illness, the Carrier will extend the validity of the ticket until the day on which the Passenger, in accordance to appropriate medical certification - which must be promptly provided - will be able to travel or until the first flight, after that date, departing from the place from which the journey had to be initiated or is resumed, on the condition that a seat is available in the class of service corresponding to the paid fare. The validity of the ticket will be extended for no more than three months from the date shown on the medical certificate. In the above cases the Carrier will also extend the ticket validity for the immediate family members or life partners of the sick passenger who may be traveling with him/her, or other accompanying persons to the same affiliated. All requests received in this connection will be unquestionably evaluated by the Vector with no guarantee of actual acceptance.
In exceptional cases, however, Mistral Air will consider the issuance of a Credit/Voucher, in the event of death or serious illness requiring the continuous presence of the traveler to a close family member (mother, father, brother, sister, grandparent or child) provided a letter of request and a copy of the death certificate, or in case of serious illness, a copy of the certificate signed by the doctor listing the reasons for the necessary presence of the traveler, to be sent via registered letter to Mistral Air. In the event of death of the passenger during the trip, the ticket of the person who may be accompanying him/her will be changed. In case of death of first-degree relatives, spouse or companion of the passenger who has commenced travel, the validity of the Passenger's ticket and that of their first-degree relatives, spouse or companion who may be accompanying him/her will be changed as per the previous case.
Changes will be made upon presentation of an appropriate certificate of death and in any case, the extension of validity of the ticket may not exceed 45 days from the date of death.

4.3 Refund only made in favor of the person making the booking
We process direct refunds through the original payment method or through a different method of payment, which will be in favour of the person who made the booking, if the original payment method is no longer available.
A refund made in favor of any person presenting himself as the person who made the reservation, upon presentation of the relevant reservation (including the Booking Reference) or any other documentation provided by us in relation to the flight, and for whom we have no reason to doubt the truthfulness of the claim, will be considered as a valid and final refund which will release us from any liability and any further requests for reimbursement from the person who made the booking or any passenger and/or other person part of the reservation.

Flights must be paid in EURO or through circuit Visa or MasterCard or Postepay if the purchase is made online.

Please be informed that in order to ensure the confidentiality and security of data relating to credit cards used in online transactions, the website of the Carrier is protected by Secure Socket Layer (SSL) technology that, at present, is the most advanced method for safely transferring credit card data and other sensitive information over the Internet. The Carrier has the right to refuse transportation if the applicable fare, as well as taxes and supplements, are not paid.

Passengers must arrive at the airport in good time to carry out check-in operations.

Check-in operations begin approximately two hours before the scheduled departure of the flight and end 45 minutes before that time.

In order to avoid the risk of missing a flight, you are advised to check in well in advance and to be at the departure gate at least 35 minutes before the flight’s scheduled departure time. The Carrier reserves the right to reallocate the seat originally reserved to a delayed Passenger if the Passenger arrives after that time.

In order to check in, Passengers must go to the dedicated counters with a valid identity document and the Booking Reference Code given to them by the GSA/Carrier at the time they purchased their Tickets. Self-certifications to prove personal identity are not accepted.

Passengers must also ensure that they are in possession of any documents required by the laws of the destination countries in order to enter their territories.

It is in all circumstances the sole responsibility of Passengers to ensure that, in addition to a valid identity document, they are also in possession of any further requirements or documents required by the customs and immigration authorities and any penalties, sanctions, charges or costs resulting from the absence of such requirements or valid documents shall be their responsibility. The Carrier therefore advises, in order to avoid any unpleasant misunderstandings, that Passengers should contact the immigration authorities of the destination country to obtain information and clarifications before purchasing their tickets.

Where the documents produced by Passengers are not valid, or where the name of the Passenger shown on the booking does not correspond exactly (letter for letter) with the name on the identity document, the Carrier will deny boarding and the Passenger will not be entitled to any refund.

Documents for Schengen Countries – To visit Schengen Countries, it is sufficient to show a valid identity card for the departure. We would remind you that a driving licence is not valid for expatriation purposes.

Documents for non-Schengen – To visit Non-Schengen Countries it is necessary to show a valid passport. Moreover, before leaving, it is necessary to check if the country of destination requires an entry visa or not.

Identity card for Egypt – It is important to bear in mind that the Egyptian Border allows access to the country to Italian nationality Passengers in possession of a Passport validity over six months. Only for Turism , is allowed paper and digital identity card with validity over six months with two identification photos attached, in order to issue Visa to allow access. Same conditions are applicable to Minors (less than 15 years). Italian nationality passengers in possession of a digital identity card with an extension certificate (paper validity extension slip) are not allowed to access through Egyptian Border Agency. Similarly, the paper identity card with validity renewal via the affixing of a stamp on the back.

Minors - Egyptian Authorities allow entrance to minors in possession of paper identity card valid abroad, at same conditions reported above. For Tursim Identity card must have validity over six months, and must be accompanied by two identity photo’s (id format).Be aware that without these conditions visa will not be issued. Birth certificate with a photo endorsed by Police Authorities Is NOT accepted.

7.1 - Cabin baggage

Each Passenger may take into the cabin, without any extra charge, a single item of unchecked baggage weighing no more than 5 kg and with dimensions not exceeding 115 centimetres (sum of 55 x 35 x 25).

No of items

Weight

Size

Cost

1

8 kg

cm 55X35X25

Included in the price

In addition, only one of the following articles may also be carried in the cabin without any extra charge: briefcase, laptop bag, handbag or camera. 

7.2 Hand baggage

Each Passenger, except for Infants, may carry in the hold, a single item of checked baggage weighing no more than 15 kg and with dimensions not exceeding 158 cm (sum of length, height and depth).

For each excess kilogram, up to a maximum of 32 kg per item of baggage, a Passenger will have to pay an excess baggage charge of EUR 10.00 per kg. As laid down by the legislation in force, under no circumstances may an item of baggage weighing more than 32 kg be carried.

The Carrier will not accept as checked baggage fragile or perishable items, money, jewellery, precious metals in general, revenue stamps, bills of exchange, share certificates or certificates for other negotiable instruments or similar, or business or work documents, sample collections, passports or any other identity documents.

An item of baggage submitted by a Passenger without a name tag will not be accepted by the Carrier.

The Carrier does not assume any liability for: perishable or fragile items that have not been properly packaged; slight damage to the outer surface of baggage such as, by way of example and not constituting an exhaustive list, marks or scratches resulting from the use of baggage for the purpose they are intended for; water damage to baggage made of non-waterproof material.

The provisions of the Montreal Convention and of Regulation (EC) No 2027/97 as amended by Regulation (EC) No 889/02 apply to Passenger’s rights in the event of destruction, loss or damage to their baggage.

7.3 Special baggage

Ski equipment, golf bags, surf boards and windsurfing boards may be carried on Mistral Air flights as checked baggage provided an email is sent to mistralpreflight@posteitaliane.it at least 5 working days prior to the flight.

Excess baggage charges

Description

Weight

Price

Comment

Suitcase in hold*

 up to 15 Kg

 20 eur

per flight

Suitcase in hold*

 up to 23 Kg

 45 eur

per flight

Suitcase in hold/Others*

exceeding the allowance

 10 euro

per kg per flight

Animals in cabin

up to 10 kg

 30 euro

per flight

Fishing gear*

 

 50 euro

per flight

Golf bag*

 

 50 euro

per flight

 Bicycle*

 

 30 euro

per flight

 Windsurf board*

 

 50 euro

per flight

 Skis*

 

 50 euro

per flight

 Surf/Kitesurf board*

 

 50 euro

per flight

 Diving*

 

 90 euro

per flight

 Musical instruments*

 

 50 euro

per flight

 Sporting weapons*

 

 90 euro

per flight

  • Maximum weight allowed is 32kg per piece  

7.4 - Damaged or lost baggage

In the event of damage to checked baggage, Passengers must immediately lodge a complaint with the relevant airport office by filling in a P.I.R.

Italian residents should send documents (a), (b), (c) and (d) by recorded delivery within 7 days of the submission of the P.I.R to the following address: Valigeria Varese via XX Settembre, 42 00187 Roma.

Individuals not resident in Italy should send a claim, attaching documents (a), (b), (c), (d) and (e), to Mistral Air – Customer Care, viale Lincoln 3 Roma 00144.

 Documents:

  • original of the P.I.R.;
  • original of the air ticket;
  • bank details (name of account holder, current account CAB (branch code), ABI (bank code) and CIN (check digit number));
  • photograph showing the damage;
  • invoice for the costs incurred in repairing the suitcase, or a declaration by a luggage shop stating that it is impossible to repair it.

In the event of loss of checked baggage, Passengers must immediately lodge a complaint with the relevant airport office by filling in a P.I.R., giving a detailed list of the contents of the baggage. If, 21 days after the P.I.R. has been completed, a Passenger has not received any information regarding his baggage, he must promptly send a claim to the Carrier by recorded delivery to the following address: Mistral Air – Customer Care, viale Lincoln 3, 00144 Roma. If the item of baggage is found, a similar claim must be sent within 21 days of the date of delivery of the baggage to the Passenger. In any event, the following documents must be attached to the claim:

  •  original of the P.I.R.;
  • original of the ticket;
  •  original of the baggage receipt;
  • detailed list of the contents of the checked baggage and supporting documents;
  • bank details (name of account holder, current account CAB (branch code), ABI (bank code) and CIN (check digit number).

7.5 Dangerous items in baggage

For security reasons, under no circumstances may Passengers place the following items in their baggage, even if it is checked in:

  • personal defence sprays
  • vehicle fuel system components which have contained fuel
  • alarm devices
  • explosives, including detonators, fuses, grenades, mines and explosives
  • gases, including propane and butane flammable liquids, including benzene and methanol
  • refrigerant liquids and irritants
  • radioactive materials including medical or commercial isotopes
  • flammable solids and reactive substances, including magnesium, firelighters, pyrotechnic items and rockets
  • corrosives, including mercury and vehicle batteries
  • flammable substances, whether liquid or solid, including alcohol over 70 per cent proof
  • magnetised materials
  • oxidising substances and organic peroxides, including bleaching agents and car bodywork repair kits
  • toxic or infectious substances, including rat poison and infected blood
  •  underwater torch with batteries inserted

Pistols, firearms (pistols, revolvers, rifles, shotguns, etc.) or any item that can or looks like it may be able to fire a projectile or cause injuries are not under any circumstances allowed to be carried in hand baggage and this includes:

  • lighters shaped like firearms
  • toy guns of any type
  • crossbows
  • component parts of firearms (except for telescopic sighting devices and sights)
  • stun or shocking devices, such as cattle prods, ballistic weapons using conducted energy (tasers)
  • catapults
  • harpoons and spear guns
  • ball bearing guns
  • air pistols, rifles and pellet guns
  • industrial bolt and nail guns
  • rocket launchers
  • starter pistols
  • replica and imitation firearms
  • stun devices for animals
  • pointed weapons or weapons with edges and sharp objects

Pointed items or items with a blade that can cause injury, including:

  • harpoons and spears
  • axes and hatchets
  •  tradesmen’s tools that have the potential to be used as a pointed or edged weapon (such as drills and drill bits, shearers, cutters, saws of any type, screwdrivers, crowbars, hammers, spanners, wrenches, welding torches)
  • ski poles and walking/hiking poles
  • scalpels
  • knives, including ceremonial knives, with blades longer than 6 cm, made of metal or any other material sufficiently robust to make them into potential weapons
  • scissors with blades longer than 6 cm
  •  arrows and darts
  • machetes
  • meat cleavers
  • ice skates
  • ice axes and ice picks
  • crampons
  • cut-throat razors and razor blades (except for safety razors or single-use razors with the blade incorporated into the cartridge)
  • sabres, swords and swordsticks
  • ninja stars
  • penknives or flick-knives with blades of any length

Blunt instruments that can cause injury including:

  • martial arts equipment (such as knuckle dusters, clubs, coshes, rice flails, num-chucks, cubatons, kubasaunts)
  • fishing rods
  • baseball and softball bats
  • cricket bats
  • golf clubs
  • hockey sticks
  • lacrosse sticks
  • rigid or flexible clubs or batons (such as billy clubs, nightsticks and batons)
  • kayak and canoe paddles
  • skateboards
  • billiard cues and similar items

Explosives and inflammable substances represent a risk to the health of Passengers and crew or to the safety of the aircraft or of goods, including:

  • white spirit and paint thinner
  • alcoholic beverages with an alcohol content greater than 70% by volume (140% proof)
  • smoke-generating canisters or cartridges
  • flammable liquid fuel (such as petrol/benzene, diesel, lighter fluid, alcohol, ethanol)
  • detonators
  • detonators and fuses
  • explosives and explosive devices
  • non safety matches
  • fireworks, flares (of any type) and other pyrotechnics (including firecrackers and toy caps)
  • gas and large-volume gas containers (such as butane, propane, acetylene, oxygen)
  • grenades of all types mines and other explosive military devices
  • ammunition
  • replica or imitation explosive material or devices
  • underwater torch with batteries inserted
  • aerosol spray paint

Chemical and toxic substances, which pose a risk to the health of Passengers and crew or the security of the aircraft or property, including:

  •  acids and alkalis (such as spillable ‘wet’ batteries)
  • fire extinguishers
  • infectious or biological hazard material (such as infected blood, bacteria and viruses)
  • radioactive material (such as medical or commercial isotopes)
  • material capable of spontaneous ignition or combustion
  • corrosive or bleaching substances (such as mercury, chlorine)
  • disabling or incapacitating sprays (such as pepper spray, tear gas)
  • poisons

Carriage of the following items is also permitted in unchecked baggage, but only amounts necessary for the flight will be accepted: medicines (if liquids exceed the quantities permitted in hand baggage, these must be accompanied by a medical certificate) and dietary products, as well as baby food.

It might, however, by necessary to provide proof that these items are actually needed and are genuine. You are therefore advised to carry at least proof of purchase with these items.

The carriage of liquids in unchecked baggage is permitted provided that they are within containers each of which has a maximum capacity of 100 millilitres (1/10 of a litre) or equivalent (e.g. 100 grams) and provided that the containers are then placed in a transparent re-sealable plastic bag with a capacity of no more than 1 litre (or with dimensions equal, for example, to approximately 18 x 20 cm).

Each Passenger (including infants) may carry only one plastic bag of the above-mentioned dimensions. In order to facilitate checks, all liquids carried in unchecked baggage must be presented to security check staff. Liquids include: water and other drinks, soups, syrups, creams, lotions and oils, perfumes and sprays, gels (including hair and shower gel), the contents of pressurised containers, including shaving foam, other foams and deodorants, pastes (including toothpastes), mixtures of liquids and solids, mascara and any other item of a similar consistency.

Liquids such as drinks and perfumes may be purchased in shops in the duty free areas located beyond the security check points, although their proof of purchase should be retained, and on board aircraft used by European Union airlines. Products purchased in duty free shops and on board the above-mentioned aircraft will be placed in sealed bags which you are advised not to open prior to arriving at your final destination. If you do, when you transit through any intermediate airports, the liquids purchased might be seized at the security checks of medicines and cosmetics in a limited quantity that are necessary or appropriate for a Passenger during the journey, such as hair spray or perfume. Carriage of these items is also permitted as goods shipments when appropriately packaged in accordance with the cargo regulations.

For further details on the rules on the carriage of items by air and the most up-to-date list of articles permitted in checked baggage and in unchecked baggage, please see the website of the National Civil Aviation Authority (www.enac.gov.it).

 7.6 - Right of Carrier to inspect baggage

For safety reasons, starting at the time when a Passenger registers his baggage, the Carrier or the airport authorities may have the entire baggage item or part of it searched and/or inspected at any time by their staff or with the aid of technical devices, in accordance with the provisions of Regulation (EC) No 300/2008 as supplemented by Regulation (EC) No 272/2009. By accepting these General Conditions of Carriage, Passengers expressly consent, in the broadest terms possible, to the searching and/or inspection of their baggage at any time that may be necessary. The Carrier will not be liable for damage caused to the baggage (broken locks, zips, wrapping, etc.) resulting from search and/or inspection operations, unless this is due to any negligence on its part.

The Carrier reserves the right to deny boarding to a Passenger, without incurring liability of any kind, if the Passenger refuses to allow his baggage to be searched and/or inspected or to be handed over to the local authorities.

Under ENAC guidelines on the identification of all Passengers, all Passengers, even minors, must be in possession of a personal identity document in order to be able to travel.

Children under the age of 14 may travel in Italy even if accompanied by an adult other than their parent/legal guardian, provided they are in possession of their own personal identity document. If a minor travels abroad with Italian documents accompanied by an adult other than his or her parent or legal guardian, the accompanying adult must be in possession of an authorisation issued by the police authority following a written request signed by the parents or legal guardian. Infants may travel in the arms of an adult and are not entitled to any additional baggage other than that in the accompanying adult’s allowance.

It is advisable to avoid travelling with infants below two weeks of age (14 days). In any event, only one infant per adult may travel.

For national flights, Passengers under the age of 14 are not accepted on board the Carrier’s aircraft unless accompanied by a Passenger aged at least 18.

For flights from Italy to a foreign destination, Passengers under 15 years of age are not accepted on board the Carrier’s aircraft unless accompanied by a Passenger aged at least 18.

For Passengers aged between 5 and 14 (for national flights) and between 5 and 15 (for international flights), an unaccompanied minors assistance service is available at the cost of EUR 50.00. To book the unaccompanied minors assistance service you kindly requested to send an e-mail to mistralpreflight@posteitaliane.it at least 5 days before departure in order to register the details of the person who will accompany the minor to the departure airport and the person who will collect the minor from the destination airport. Mistral Air will provide all instructions on the unaccompanied minors’ procedure and on the payment of the charge for the assistance.

Unaccompanied minors must be accompanied to the Carrier’s check-in desk at the departure airport at least two hours before the scheduled departure of the flight. If the Passenger does not check-in within at least one hour before the scheduled departure of the flight, the assistance service will not be guaranteed and as a result, there will be no guarantee of boarding or departure, and there will be no entitlement to a refund of the ticket price or a refund of the unaccompanied minor’s assistance service charges.

As from 01/07/2104 for passengers under 14 years of age for domestic destinations and under 15 years of age for international destinations traveling without an accompanying adult, The following is required:

  • A photocopy of the identity document of the person accompanying the minor to the airport
  • A valid travel document for the minor
  • The Unaccompanied minor UM advise form duly filled in. For minors holding an Italian document (Italian national), a Dichiarazione di Accompagnamento (Declaration of Temporary Guardianship for Travel Abroad) is needed. This should be signed by the parents or by the legal guardian and authenticated by the Questura (Police Station) and include the name of the airline to which the minor is entrusted.
For minors who are not of Italian nationality (travelling with a document with is not Italian), it is recommended that the local authorities of the countries your child is travelling to or from is contacted to ensure you know what regulations, documentation and visas the Unaccompanied Minor will need

Special assistance, such as assistance for persons with reduced mobility or with other disabilities, or for pregnant women, may be requested at the time of booking the flight, only by sending an e-mail to mistralpreflight@posteitaliane.it at least 5 working days before the flight. The Carrier reserves the right to change the carriage policies and procedures for special assistance without any notice.

10.1 -  Pregnant women

Pregnant women may be carried provided that they are medically fit to fly. If you may require special assistance you are therefore advised to provide information about your health at the time of booking. Pregnant women without any complications are accepted on board without medical clearance being required. Pregnant women must have medical clearance to fly if it is clear, through information received on booking, or during the check-in, that:

  • the due date is within four weeks;
  • there is uncertainty as to the progress of the pregnancy or the due date;
  • the pregnant woman has previously given birth to twins;
  • complications may be expected in the delivery.

The MEDIF form, duly signed by the pregnant woman and her doctor, specifically stating any need for special assistance, shall be accepted by the Carrier as medical clearance. 1

10.2 - Passengers requiring assistance for health problems

Where Passengers with psychological or physical conditions require special assistance on board the aircraft or when boarding or disembarking from it, they must provide a certificate stating that they are fit to fly signed by a doctor. Specifically, such a medication certificate is required for:

  • Passengers who, because of their physical or mental state or behaviour are not capable of taking care of themselves without appropriate assistance or who might be a danger to themselves or other individuals or to the safety of the flight;
  • Passengers suffering from illnesses considered to be contagious and which might be transmitted on board (except for normal childhood illnesses);
  • Passengers requiring medical assistance or specific medical equipment, except in the cases described in the previous point; pregnant women with complications, or who have passed the 23rd week of pregnancy;
  • infants under the age of 7 days and/or premature infants.

On payment of an extra charge, small pets may be carried in the cabin in an appropriate pet carrier, provided the total weight of the carrier, pet and any food for it does not exceed 10 kg. Carriage of pets must be requested by the Passenger at the time of purchasing the ticket.

The carrier must have a waterproof base and must be equipped with air holes. It must be no more than 48 x 33 x 29 cm in size. Where, in the opinion of the airport staff or air crew, the container is not appropriate or secure, the pet will not be accepted on board the aircraft.

The containers for food and/or drink for the pet must be sealable to prevent any accidental leakage of their contents. During the journey, the carrier must be placed on the floor, at the feet or under the seat of the Passenger. The carrier must under no circumstances be placed on any unoccupied seat or on the Passenger’s knees. Pets that, in the view of the air crew (which shall be final), may inconvenience other Passengers because of their individual characteristics (bad smell, state of health, hygiene or aggressive behaviour) will not be accepted on board. Pets must be kept inside their carriers at all times, from the start of boarding operations until the end of disembarking. Only one pet may travel inside each carrier, except for birds and other small pets, where a maximum of 3 pets of the same species is permitted per container, provided that the weight limit of 10 kg is complied with. Passengers must ensure that the rules and regulations in the destination country permit the transportation of the pet, that the pet meets the hygiene measures laid down, and that they have the documents required relating to ownership and transportation of the pet. Passengers will be liable for any damage (such as fines imposed by the destination country, etc.) caused to the Carrier in respect of the carriage of pets without appropriate documentation. The crew reserves the right to change the seats of Passengers with pets where this is necessary for compliance with safety rules. In any event, each Passenger may take no more than one pet carrier with him, and the total number allowed on one flight is no more than two carriers.

In order to check the availability of space on the aircraft and find information about the transporting of animals, you are strongly advised to send an e-mail to mistralpreflight@posteitaliane.it at least 5 working days before the flight.

The transporting of animals is subject to a cost of 30.00 Euro per flight, payable at the time of check-in. If any one of the provisions in the above paragraphs is not met, the Carrier reserves the right not to transport the pet.

The Carrier does not permit the carriage of pets in the hold.

Passengers must present themselves at the Carrier’s check-in desks at least 45 minutes before the timetabled departure of the flight. Failure to present himself or herself by this time means that the Passenger will not be allowed to fly, and no compensation and/or reimbursement and/or refund will be due to the Passenger from the Carrier.

The flight times indicated in the Carrier’s official timetables may be changed between the date of publication of the timetables and the date on which the journey commences. The Carrier does not guarantee that the times are accurate and they do not form part of the Contract.

When the Ticket is purchased, the Carrier will advise the Passenger of the timetabled departure of the flight that is valid at the time when the booking is made.

If the Carrier is compelled to change the timetabled departure of the flight or to cancel it, it will do everything it can to adequately publicise the change and to give Passengers in possession of tickets reasonable advance notice of the fact, subject to the provisions on this issue laid down by Regulation (EC) No 261/2004. Where the changes made by the Carrier to the planned departure times are deemed by the Passenger to negate his interest in taking the flight, and where the Carrier is unable to book the Passenger on an alternative flight acceptable to the Passenger, the Passenger may ask the Carrier to refund the amount paid, by sending an e-mail to mistralbooking@posteitaliane.it, attaching all the documentation he is asked to provide.

The Carrier shall take all possible and reasonably feasible measures to avoid delays in the carriage of the Passenger and his/her baggage, and to avoid any flight cancellations or denied boarding.

For cases where a flight is delayed or cancelled as a result of extraordinary circumstances, that could not be avoided through the use of reasonable care (such as, by way of example: restrictions imposed by air traffic control bodies; adverse meteorological conditions; civil unrest; terrorist and security emergencies; strikes; events that jeopardise the security of operations), the Carrier will, where applicable, comply with the provisions for the compensation of and assistance to Passengers laid down in Regulation (EC) No 261/2004.

Smoking is prohibited on all the Carrier’s aircraft.

Failure to comply with this prohibition, as well as any legal proceedings, shall give rise to payment of a fine of between EUR 25 and EUR 250 (the fine may be doubled if the infringement takes place in the presence of pregnant women or children aged under 12).

The consumption of alcoholic drinks brought onto the aircraft by the Passenger or offered by third parties is not permitted on the aircraft.

In accordance with national and international legislative provisions, the aircraft is subject to the authority of the flight captain. Persons on board the aircraft must comply exactly with his instructions.

The captain is authorised to take any measures necessary in respect of Passengers whose conduct is improper or causes disturbance. The Passenger will be held responsible for any damage caused to the Carrier or to third parties by his conduct, and will have an obligation to provide compensation.

The Carrier may deny boarding to or may refuse to continue carriage of a Passenger or his/her baggage, or may cancel his/her booking, where this is necessary:

  • for safety or public security reasons;
  • to prevent the breach of laws of the State of the departure or arrival city or of States which the aircraft will overfly;
  • when the conduct, or the mental or physical condition of the Passenger is such as to make special assistance from the Carrier necessary, where the Carrier is not able to provide it except under excessively burdensome conditions, or is such as to cause significant or repeated inconvenience or to put at risk the Passenger himself/herself and/or other Passengers and/or the air crew, or to constitute a danger to the material goods belonging to the Carrier or to third parties;
  • where on a previous flight the Passenger has behaved unacceptably;
  • in case of personal documents not compliant with applicable law.

Where the carriage may not be carried out by the Carrier for one of the reasons listed above or if for one of such reasons the booking is cancelled, no refund will be granted to the Passenger.

All provisions in force in relation to air transport contained in the relevant international conventions, EU and national laws on the subject shall apply to carriage on the Flights. For a list of these conventions and laws, see ENAC’s website (www.enac.gov.it).

Where air carriage has as its final or intermediate destination a country other than the country of departure, it is subject to the provisions, exclusions and limitations of liability referred to in Regulation (EC) No 2027/97 as most recently amended by Regulation (EC) No 889/02 and, where this does not make any provision, the Montreal Convention.

The exclusions and/or limitations of liability applicable to the Carrier also extend to its agents, officers or representatives and to third parties whose aircraft may be used by the Carrier to provide carriage, as well as the agents, officers or representatives of such third parties. No agent, officer or representative of the carrier shall have the authority to amend or remove any provision from these conditions.

The Carrier may deny carriage to any person who has acquired a ticket in contravention of the applicable laws, fares or regulations in force.

The total ticket price may include amounts due in relation to government and airport taxes that may in some cases represent a significant part of the cost of the air carriage. These taxes are included in the price or are indicated in the ‘taxes’ section of the ticket.

The carrier will do everything it can to carry the Passenger and hi/her baggage with reasonable speed. The hours indicated in the timetable or elsewhere are not binding upon the Carrier and do not constitute an essential element of this contract. The Carrier may, without notice, operate the flight with another carrier or another aircraft and may, if necessary, make changes to the flights indicated in the ticket.

The timetables may be changed without notice.

Transactions where tickets are purchased through the Call Centre or online are governed by the provisions of Legislative Decree No 206/2005, laying down a Consumer Code, under Article 7 of Law No 229 of 29 July 2003, and the relevant orders by the Autorità per le garanzie nelle comunicazioni (Communications Regulatory Authority).

Notice to Passengers in accordance with Article 6(2) of Regulation (EC) No 2027/97 as amended by Regulation (EC) No 889/02 and Regulation (EC) No 261/04. Under the Montreal Convention of 1999, there are no limitations on liability to Passengers in the event of accidents for damage sustained in the event of death or bodily injury.

For damage sustained in the event of death or bodily injury up to 113 100 SDR (Special Drawing Rights) the Carrier may dispute compensation claims. Above this amount, the air carrier may dispute a compensation claim only if it is able to prove that it is not responsible for the damage. In the event of injury to or death of a Passenger, the Carrier must within 15 days of the identification of the person entitled to compensation make an advance payment to meet immediate economic needs. In the event of death, the advance shall not be less than 16 000 SDR (approximate equivalent in local currency).

In the event of delay to the carriage of Passengers, the carrier is liable for damages unless it had taken all possible measures to avoid the delay or unless it was impossible to take such measures. Liability for damages is limited to 4 694 SDR (approximate equivalent in local currency).

In the event of delay to the carriage of baggage, the air carrier is liable for damages unless it had taken all possible measures to avoid the delay or unless it was impossible to take such measures. Liability for damages is limited to 1 131 SDR (approximate equivalent in local currency).

The Carrier is liable in the event of destruction or loss of or damage to baggage for a sum of up to 1 131 SDR (approximate equivalent in local currency). In the case of checked baggage, the air carrier is liable for damages even if it was not at fault, unless there was an existing defect present in the baggage. For unchecked baggage the air carrier is only liable if it was responsible for the damage. Passengers may benefit from a higher limitation on liability if they make a special declaration, no later than at the time of checking in the baggage, and pay an extra charge.

In the event of damage, delay, loss or destruction during the carriage of the baggage, a Passenger must lodge a claim in writing with the carrier as soon as possible. If checked baggage has been damaged, a Passenger must lodge a claim in writing within seven days, and in the event of delay within 21 days, of the date on which the baggage was delivered to the Passenger.

Legal remedies must be commenced within two years of the date of arrival or the date on which the flight ought to have arrived.

The website www.mistralair.it is intended for personal use and may not be modified, reproduced, duplicated, copied, distributed, sold, or used in any other way for commercial purposes. All the contents of the website www.mistralair.it, including text, graphics, logos, images, audio clips and software, are the property of Mistral Air S.r.l. and are protected by copyright legislation. Mistral Air does not assume any liability for the operating of links to other websites or other home pages contained in the website www.mistralair.it, or for their contents.

The body responsible for processing Passenger data is Mistral Air s.r.l.

Passenger data are acquired for the sole purpose of allowing the GSA to sell the services referred to in these GCCs and allowing the Carrier to fulfil its contractual obligations to Passengers. To that end, the data are notified by the GSA to the Carrier, and by the GSA or by the Carrier to the individuals responsible for processing them in order to carry out the activities required in performing the carriage and they are disseminated solely as part of that aim, with every precaution being taken to ensure that they are kept confidential. Failure to provide the data requested by the Passenger will not prevent the GSA and the Carrier from providing he services described in these GCCs. Passengers holding the rights referred to in Article 7 of Legislative Decree 196/2003 may at any time:

  • obtain confirmation as to whether personal data relating to them exist or not, even if they have not yet been recorded, and to have them communicated in an intelligible form;
  • request confirmation of the existence at the Carrier’s offices of their personal data; for each such request, where the existence of data relating to the Passenger making the request is not confirmed, a contribution to costs may be requested from the Passenger, which may not be greater than the costs actually incurred by the Carrier;
  • obtain an indication as to the origin of their personal data, the purpose and procedure for processing them and the policy covering any processing carried out using electronic equipment, the identity of the owner and person responsible for processing personal data, and the individuals and categories of individuals to whom the personal data may be communicated or who may become aware of them;
  • request the updating, correction or incorporation of additional details; request the deletion, conversion into anonymous form or a block on data processed in a way that infringes the law, including data that do not need to be kept for the purposes for which the data was collected or subsequently processed, and to obtain a declaration that these said operations have been made known to those to whom the data had been communicated or disseminated, except where this is impossible or involves use of resources that is manifestly disproportionate to the right protected;
  • object to the processing of personal data relating to them for legitimate reasons or where the data is being used to send advertising or direct sales material or for market research or commercial communication purposes; they may also be informed at the time when the information on the option to exercise this right free of charge is communicated and disseminated.

In order to have personal data deleted, you should send a written request to the GSA’s address by fax, e-mail or post.

Mistral Air S.r.l.