Term of Use

Conditions of website use

By accessing and booking on our website www.cambodia-airlines.com for your reading, referencing or booking, you fully acknowledge your understanding and accepting, as well as agreeing not to violate our Term and Condition.

We encourage you to read the following terms and conditions carefully before purchasing our products. If you object to any of it please leave this website immediately.

Please also be noted that we reserves the rights to cancel or terminate any booking if it’s in such case: • (i) required by law. • (ii) payment is not made in time. • (iii) ticket availability issues. • (iv) system errors or any technical problems that may cause us in processing customer’s request.

 All information on this site is conducted and belongs to our company - which should not be used, copied, changed or modified by any individual or organization. Failing of this condition shall be involved to law.

Ticketing fee should be collected since we're acting as a travel agency.

I. Baggage

1. Free Baggage allowance

You may carry some baggage, free of charge, subject to Our Regulations, which are shown in our Passenger Ticket and Baggage Check. The free of charge Baggage must be subject to conditions and limitations in Our Regulations.

2. Excess Baggage

You will be required to pay a charge for the carriage of Baggage in excess of the free Baggage allowance. The payment terms are shown in Our Regulations.

3. Items unacceptable as Baggage

You must not include in your Baggage: -items, which are reasonably, considered by us to be unsuitable for carriage because they are dangerous, unsafe or because of their weight, size, shape or character. -Firearms, ammunition and support instruments are prohibited from carriage as Baggage unless having acceptance from the authority. Explosives, explosive materials, flammable substances, items, which can be used as threatening weapons, and other dangerous substances may only be accepted as Checked Baggage, subject to Our Regulations. For safety reason, cartridges must be taken out from the guns. Cartridges must be suitably packed. Carriage of the firearms, ammunition and support instrument is subject to Our Regulations and those of ICAO, IATA, Airport Authorities. - You are prohibited from including in your Checked Baggage, fragile or perishable items (fresh and perishable foodstuff…), artwork, cameras, money, jeweler, precious metals, silverware, computers, electronic devices, securities or other valuables, negotiable papers, contract, business documents, samples, passports and other identification documents, other valuable items. - If, despite being prohibited, any items specified in Articles 9.3 are included in your Baggage, we shall not be responsible for any Damage to such items.

4. Right to refuse carriage

We may refuse to carry as Baggage the items described in Article 3, and we may refuse further carriage of any such items upon discovery that it is included in your Baggage. Unless advance arrangements for its carriage have been made with us, we may carry on later flights Baggage, which is in excess of the applicable free allowance. We may refuse to accept Baggage as Checked Baggage unless it is properly and securely packed in suitcases and suitable containers to ensure safe carriage with ordinary care in handling.

Important Note

We shall not check through Baggage for other Carriers where we do not have an interline agreement with them. Therefore, where you intend to arrive at an airport on another Carrier’s flight in order to connect with one of our flights or you intend to arrive at the airport on one of our flights in order to connect with another Carrier’s flight you must check in advance whether we have an interline agreement with them. If we do not, you are responsible for clearing your Baggage and having it checked-in and re-tagged for the next flight. In such circumstances, we are not liable for any Damage to you and to your Baggage.

5. Search & Scan

For reasons of safety and security we may request that you permit a search and scan of your person and a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in Article 3. If you are unwilling to comply with such requests we may refuse to carry you and your Baggage. In the event a search or scan causes damage to you, or an x-ray or scan causes damage to your Baggage, we shall not be liable for such Damage unless due to our fault or negligence. We shall not be responsible for items kept by you or in your baggage, which are seized by security staffs subject to international rules or State Authority Regulations even such items are seized, destroyed or handed over to us.

6. Checked Baggage

Maximum weight of any single piece of Checked Baggage is 32 kg. Overweight items will be repacked or split into lighter units during check-in. Such items that cannot be repacked will not be accepted for carriage. In either case, we shall not be liable to you for: (i) any Damage arising as a result of your failure to comply with the weight allowance and need to repack, split or (ii) decline to carry the overweight items. Acceptance of any bag weighing more than 32 kg is subject to prior approval and notification upon booking/reservation. Excess value declaration and charge You may declare a value for Checked Baggage in excess of the applicable liability limits. If you make such a declaration, you shall pay additional charges in accordance with Our Regulations. The declaration and payment shall be made in accordance with applicable laws, regulations of any state to be flown from, to or over.

7. Hand Baggage

Baggage, which you carry onto the aircraft, must be subject to Our Regulations. If your Baggage is of excessive weight or size, or is considered unsafe for any reason, it must be carried as Checked Baggage. Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments) and which do not meet the requirements in Article 6 will only be accepted for carriage in the cabin compartment if you have given us notice in advance and permission has been granted by us. You are required to pay a separate charge for this service.

8. Animals

If we agree to carry your animals, they will be carried subject to the following conditions: - You must ensure that animals such as dogs, cats, household birds and other pets, are properly crated or transported in containers which meet the requirements of law, accompanied by valid health and vaccination certificates, entry permits, and other documents required by countries of entry or transit, failing which, such animals will not be accepted for carriage. Such carriage may be subject to additional conditions by us. - If accepted as Baggage, the animal, together with its container and food shall not be included in your free Baggage allowance, but shall constitute excess Baggage, for which you will be obliged to pay the applicable rate. Animals will not be carried in the passenger cabin of the aircraft. They will be carried, suitably containerized, in the cargo compartment of the aircraft. - Service animals accompanying Passengers with disabilities will be carried as Checked Baggage or in the cabin free of charge in addition to the normal free Baggage allowance, subject to Our Regulations. - Acceptance for carriage of animals is subject to condition that you bare full responsibility for such animals. We shall not be liable for injury to or loss, delay, sickness or death of such animals during transportation, unless due to our fault or negligence. - We shall not be liable for such animals that are refused entry into or passage through any country, state or territory. Time limit for all actions Any right you may have for compensation for any Damages shall be extinguished if an action is not brought within two years from the date of arrival at the destination, or the date on which the aircraft ought to have arrived, or the date on which the carriage stopped. The law of Cambodia shall determine the limitation period.

II. Tickets

Ticket is the principal evidence of contract We will provide carriage only to the Passenger named in the Ticket, and you may be required to produce appropriate identification. You cannot transfer your Ticket. Tickets sold at discounted fares may partially or completely be non-refundable. You should decide your choice of fare properly If you have a Ticket, as described in Article 3.1.3 above, which is completely unused, and you are prevented from travelling due to Force Majeure, provided that you promptly advise us and furnish evidence of such Force Majeure, we will provide you with a credit of the non-refundable portion of the fare, for future travel on us, subject to deduction of a reasonable administration fee. You shall be entitled to be carried on a flight if you present a valid Ticket containing the Flight Coupon for that flight and all other unused Flight Coupons and the Passenger Coupon. In the case of an Electronic Ticket, you shall be entitled to be carried on a flight if you provide positive identification and a valid Electronic Ticket has been duly issued in your name and delivered to you.

1. Loss, Mutilation, or Non-presentation etc., of Ticket

In case of loss or mutilation of a Ticket, (total or part of it), or non-presentation of a Ticket containing the Passenger Coupon and all unused Flight Coupons, upon your request, we will replace such Ticket (total or part of it) by issuing a new Ticket, provided there is evidence, readily ascertainable at the time, that a Ticket valid for the flight(s) in question was duly issued. In that case you have to sign an agreement to reimburse us for the fare applicable to the new Ticket in event, and to the extend, that the lost or missing Ticket or the missing Flight Coupons are used by any person, or that refund in respect thereof is made by any person. Where such evidence is not available or you do not sign such an agreement, the Carrier issuing the Ticket may require you to pay up to the full Ticket price for a replacement Ticket. This payment is only refunded if and when the original issuing Carrier is satisfied that the lost or mutilated Ticket has not been used prior to its expiry. If, upon finding the original Ticket before its expiry, you surrender it to the carrier issuing the new Ticket, the foregoing refund will be processed at that time.

2. Period of validity

Unused ticket is valid for 01 year from the issued date. For any special reason that prevent you from traveling as detailed on the ticket, please contact us to know about the extended conditions.

3. Reservations Reservation requirements

We or our Authorised Agents will record your reservation(s). Upon request, we will provide you with written confirmation of your reservation(s). Certain fares have conditions which limit or exclude your right to change or cancel reservations. You should check the conditions that apply to your fare and we are not responsible for your failure to do so.

4. Ticketing time limits

If you have not paid for the Ticket prior to the specified ticketing time limit as advised by us or our Authorised Agents, we reserve the right to cancel your reservation.

5. Personal data

As an online booking agent we may use and disclose your personal information to third party that performs services such as Cambodia Airlines or codeshares partners of Cabodia Airlines (depend on each carrier). We may also share your information: (i) to identify of fraud or error, (ii) to investigate, prevent, or take action regarding illegal activities, (iii) to seek your feedback regarding our relationship with you, (iv) to protect our rights and safety, (v) to third parties for the purpose of marketing and servicing our relationship. The third parties that we share the information must protect it and must only use it for the purpose for which it was collected. However, we’re not responsible for ensuring this. Other than above, we will not disclose your information without your acceptance unless required by law.

6. Seating

We will endeavour to honour advance seating requests. However, we cannot guarantee any particular seat. We reserve the right to assign or re-assign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety, government regulatory, health or security reasons. We will make reasonable seating accommodations for Passengers who need our assistance in accordance with applicable law.

7. Service charge when space not occupied

Except in the case of travel on non-refundable fares, a reasonable service charge, in accordance with Our Regulations, may be payable by you if you fail to use space for which a reservation has been made.

8. Special services

We will try to ensure that special services requested by you when you make your reservation, such as religious or dietary meals, or wheelchairs from the airport check-in to the aircraft are available. We will not however, be liable to you for loss, expense, breach of contract or other damage should we, for any reason, be unable to supply such previously requested service. If you are a passenger with a disability and you require any special assistance you should inform us at the time of booking of your special needs. We may require that you travel with an attendant if it is essential for the safety of the flight or if you are unable to evacuate yourself from the aircraft or you are unable to understand safety instructions. We reserve the right to cease accepting passengers who must travel on a stretcher on any flight. On flights where medical oxygen is permitted you may be charged for the service of medical oxygen (and you may be required to be accompanied by an attendant).

9. On board services

For operational reasons, we do not make any guarantees about the provision/availability of in-flight entertainment equipment and advertised programmes; advertised special meals or any other type of meals; or the availability of advertised in-flight services.

10. Reconfirmation of reservations

Onward or return reservations may be subject to the requirement to reconfirm the reservation within specified time limits. We will advise you when we require reconfirmation, and how and where it should be done. If it is required and you fail to reconfirm, we may cancel your onward or return reservations. However, if you advise us you still wish to travel, and there is space on the flight in the class of service for which the fare has been paid, we will reinstate your reservations and transport you to your next or final destination. If there is no space available on the flight in the class of service for which the fare has been paid, we will use reasonable efforts to transport you to your next or final destination. You should check the reconfirmation requirements of any other Carriers involved in your journey with them. Where it is required, you must reconfirm with the Carriers whose code appears for the flight in question on the Ticket.

11. Cancellation of onward reservations

Please be advised that if you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations. However, if you do advise us in advance, we will not cancel your subsequent flight reservations.

12. Schedule Change

Schedule change should be noticed to passenger by phone, email (to the registered email address when placed the booking).

If different time between original departure time and new departure time is below 2 hours, no fully refund request is accepted.

If different time between original departure time and new departure time is 2 hours or above, fully refund request is accepted.

12A. Modification and Waiver

None of our employees, agents or representatives has authority to modify, change, or waive any provision of above-mentioned conditions. We reserve the right to modify, change or update above-mentioned conditions without prior notice. This kind of modification shall not be applied or affected to prior carriage.

12B. Security

To protect your privacy and confidentiality, our engineers are standing by 24/7 to deal with any problem that suddenly occurs. Additionally, we also regularly review and upgrade our security system and encryption technologies. All personal information are well managed to avoid any loss, misuse, alteration or destruction.