General conditions

Terms of the contract

1. For the purposes of this contract, “ticket” means “passenger ticket and baggage coupon,” which includes these “contract conditions” and the notices; “contracting carrier” means any air carrier that carries or undertakes to carry the passenger and their baggage under this contract or that performs any other service related to such air carriage; “actual carrier” means any other carrier that performs all or part of the carriage contracted with and authorized by the contracting carrier; “electronic ticket” means the Itinerary/Receipt issued by or on behalf of the contracting carrier, the Electronic Coupons, and, where applicable, a boarding pass.
2. The carriage performed under this contract is subject to the liability rules applied by Community Air Carriers, in accordance with Community legislation and the Montreal Convention, Spanish Law 21/2003, of July 7, 2003, on Aviation Safety, Regulation (EC) No. 261/2004, Regulation (EC) No. 2027/97, Directive 93/13/EEC, and any other applicable national, regional, or Community regulations or international conventions. The rights of Persons with Reduced Mobility are set out in European Regulation (EC) No. 1107/2006 of July 2006, which aims to ensure that persons with disabilities or reduced mobility have the same opportunities to travel as other citizens. To this end, it is necessary to provide them with assistance, both at airports and on board aircraft, in order to meet their individual needs.
3. Provided that it does not conflict with the foregoing, all carriage performed and other services provided by each carrier shall be subject to: 1) the provisions set forth on this ticket. 2) the applicable fares, 3) The conditions of carriage established by the carrier and the related regulations that form part of this contract, which can be consulted at the carrier's offices.

4. The carrier's name may appear abbreviated on the ticket, provided that the full name and its abbreviation appear in the carrier's manuals, conditions of carriage, regulations, or timetables.

   The carrier's address is that of the departure airport shown on the ticket opposite the first abbreviation of the carrier's name; the agreed stopovers are those points indicated on this ticket or listed in the carrier's timetables as scheduled stopovers on the passenger's itinerary; carriage to be performed under this contract by several successive carriers shall be considered a single operation.

5. In accordance with the provisions of the applicable regulations, the ticket for carriage may be issued either directly by the Carrier itself or through third parties acting as agents.
6. Any exclusion or limitation of the carrier's liability that may be applicable under the relevant regulations shall apply to and benefit the carrier's agents, employees, and representatives, including, where applicable, those who operate aircraft on behalf of the Company, as well as the agents, employees, and representatives of the latter when acting in the performance of their duties.
7. Checked baggage shall be delivered to the bearer of the corresponding baggage coupon. In the event of damage to baggage, the appropriate claim must be submitted in writing to the carrier immediately after the damage is discovered, or within 7 days from the date of delivery; in the event of delay, the claim must be submitted within 21 days from the date on which the baggage was delivered.
8. This ticket is valid for carriage for one year from the date of issue, unless otherwise stipulated on the ticket itself, in the carrier's fare manuals, in the conditions of carriage, or in the applicable regulations. The ticket price for carriage performed under this contract is subject to change prior to the commencement of the journey in the event that, after the ticket is issued, there is an increase in the cost of fuel, applicable fees, or taxes, without prejudice to the user's right to unilaterally cancel the contract. The carrier may refuse to provide carriage if the applicable fare has not been paid.

9. The carrier undertakes to make every effort to transport the passenger and baggage with reasonable diligence. If necessary, and in accordance with applicable regulations, the carrier may, varying the initial plan, be replaced by other carriers, use other aircraft, and modify or cancel stopovers specified on the ticket.

   Schedules are subject to change. The carrier is not responsible for guaranteeing connections, except in cases where this is due to a cause directly attributable to the carrier and in the situations provided for by law.

10. The passenger must comply with the requirements set forth by travel regulations and present the required departure, entry, and other documents, as well as arrive at the airport at the time specified by the carrier, or, if no time has been specified, early enough to complete the departure procedures and be at the designated boarding gate before the Gate Closing Time.

    If the passenger does not arrive at the check-in counter early enough to complete the boarding documentation, as well as the immigration and security procedures, as applicable, or does not provide the necessary travel documentation, the carrier may cancel the reservation. The departure of the aircraft shall not be delayed by passengers who arrive late for check-in.

    In this case, the carrier shall not be liable for any damages resulting from the passenger's failure to comply with the specified requirements.
    The time required to complete all check-in, security, and immigration procedures, as well as any procedures that may be imposed by the Authorities, may vary depending on each passenger and each airport. Should they have questions, customers are advised to request information in advance from the carrier, its agents, or the airport authorities.

11. The air carrier shall inform passengers, through its sales channels, of the identity of the operating airline(s) if it is different from the air carrier.
12. For the purpose of bringing any actions arising from this contract of carriage, the commercial courts of the carrier's registered office or of the passenger's place of residence shall have jurisdiction, at the plaintiff's discretion. Notwithstanding the foregoing, both parties agree that, prior to resorting to legal proceedings, they will attempt to resolve their disputes regarding these General Conditions amicably.

Compensation and advance payment in the event of passenger death or injury

No financial limit is established for liability in cases of passenger injury or death. 

For damages up to 151,880 SDRs (approximate amount in local currency), the air carrier may not exclude or limit its liability, unless the carrier proves that the negligence or other wrongful act or omission of the person claiming compensation, or the person from whom that person's right derives, caused or contributed to the damage, in which case the carrier shall be exonerated, in whole or in part, from its liability to the claimant to the extent that such negligence or other wrongful act or omission caused or contributed to the damage. When by reason of death or injury of a passenger compensation is claimed by a person other than them, the carrier shall likewise be wholly or partly exonerated from its liability to the extent that it proves that the damage was caused or contributed to by the negligence or other wrongful act or omission of that passenger. 

For damages exceeding 151,880 SDRs (approximate amount in local currency), the air carrier may only contest a claim if it can prove that the damage was not caused by the negligence or other wrongful act or omission by the carrier, its employees, or its agents; or that the damage was caused solely by the negligence or other wrongful act or omission of a third party.

If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximate amount in local currency).

Liability of the air carrier with which the service was contracted (contracting carrier) and of the one ultimately rendering the service (actual carrier)

If the air carrier ultimately carrying out the flight (actual carrier) is not the same as the one contracted (contracting carrier), the passenger has the right to address a complaint or to make a claim for damages against either. The ticket indicates the names of the contracting carrier and the actual carrier operating the flight.

Claim deadlines

Any claim that must be brought before the competent courts shall be filed within the legally established time limits in each case.

In particular, in accordance with the provisions of Article 35 of the Montreal Convention of May 28, 1999, claims relating to the death of or personal injury to passengers, as well as to damage to baggage or cargo, must be presented within two (2) years from the date of arrival of the aircraft at the destination or from the date on which the aircraft should have arrived.

In the case of claims arising from cancellations, delays, or denied boarding, the time limit for bringing an action shall be five (5) years.

Delays, cancellations, and denied boarding

In the event that the Passenger is denied boarding or their flight is cancelled, as well as in cases where they experience a long delay, the rights to assistance and compensation set out in Articles 7, 8, and 9 of Regulation (EC) No. 261/2004 of the European Parliament and of the Council of February 11, 2004, shall apply, under the terms set out, respectively, in Articles 4, 5, and 6 of the aforementioned Regulation for each of these situations. Likewise, in the event of a flight delay, the Montreal Convention of May 28, 1999, shall apply, where appropriate, in accordance with the requirements and provisions established therein (Article 19), with a maximum limit of the carrier's liability for delay set at 6,303 SDRs (approximate amount in local currency) per passenger.

Delay, destruction, damage, or loss of checked baggage

In the event of delayed baggage, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage, or it was impossible to take them. Liability for baggage delay is limited to 1,519 SDRs (approximate amount in local currency).

The carrier is liable for the destruction, loss of, or damage to baggage up to the amount of 1,519 SDRs (approximate amount in local currency). With regard to checked baggage, the carrier is liable even if it is not at fault, unless the baggage was already damaged and provided that the damage occurred as a result of the air carriage contracted. The carrier may limit its liability if the baggage contains fragile, valuable, or perishable items, and if such items are subject to normal and unavoidable wear and tear during handling. If checked baggage has been damaged, delayed, lost, or destroyed, the passenger must report this immediately, before leaving the Arrivals area, at the airline's counters (or, if the airline does not have a presence at the airport, to its handling agent or representative) at the airport itself. In the case of damage to checked baggage, the passenger must write to register their complaint within seven days; and, in the case of delays, within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. For certain types of items, passengers may benefit from a higher liability limit by making a special declaration no later than at check-in and paying a supplementary fee, the conditions and fees of which can be obtained from the airline. In the case of unchecked baggage, the carrier is liable only if it is at fault.

Cabin baggage

One piece of cabin baggage is allowed, provided that its dimensions (height + width + length) do not exceed 45 x 35 x 25 cm and its total weight does not exceed 8 kg (17.6 lbs). More restrictive measures may be applied due to capacity constraints. Regulation (EC) No. 1546/2006 establishes new security measures at European airports and governs the transport of liquids.

Due to limited cabin capacity, if there is insufficient space on board, some cabin baggage may be removed and placed in the aircraft's hold, at no cost.
Passengers are responsible for the safekeeping of their cabin baggage. In the event of baggage loss, damage, or destruction, the airline shall only be liable if it occurred as a result of a mistake or negligence by the airline or its employees.  

(*) The value of Special Drawing Rights (SDRs) is set by the International Monetary Fund and is updated daily. The amounts shown in this document are those established by international conventions and other applicable regulations as of February 27, 2025, being subject to any changes that may be introduced by the relevant conventions and other applicable regulations.

Notice to passengers denied boarding due to a lack of seats

Regulation (EC) No. 261/2004 of February 11, 2004 establishes common rules on compensation and assistance to air passengers in the event they are denied boarding or their flights are cancelled or suffer long delays.
Furthermore, the air carrier shall provide each passenger denied boarding with a document outlining the rules governing compensation for denied boarding.

Carriage denial and limitation

Carriage denial right.
For Safety reasons, the carrier shall deny carriage of any passenger, or their baggage, exercising reasonable discretion, if it is determined that:

• Such denial is necessary to avoid violating the laws, regulations, or orders of any country or territory to which the passenger is flying, from which the passenger is departing, or over which the passenger is flying; or
• The passenger's behaviour, age, or physical or mental condition is such that they require special care from the carrier that the carrier cannot guarantee; or
• The passenger inconveniences or is the subject of complaints from other passengers; or
• He or she entails a danger or risk to the passenger themselves or to other persons or property; or
• Such an action becomes necessary as a result of the passenger's refusal to follow the carrier's instructions; or
• The passenger refuses to follow safety instructions; or
• Ticket fares or taxes or other amounts have not been paid or do not satisfy the credit terms agreed to between the carrier and the passenger; or
• The passenger does not have their travel documents; or
• The passenger appears to be attempting to enter a country where they are making a transfer; or
• The passenger may destroy their documentation during the trip; or
• The passenger refuses, if requested by the crew members, to hand over their documents in exchange for a receipt; or
• The ticket:
  • Has been obtained illegally or purchased from an entity other than the Carrier itself or its Authorized Agents; or
  • Has been reported as lost or stolen; or
  • Is a false ticket; or
• Any of the flight coupons, whether physical or electronic, have been altered by anyone other than the carrier or its Authorized Agents, or a coupon has been mutilated, and the carrier reserves the right to retain the printed ticket; or
• The person presenting the ticket cannot prove that they are, in fact, the ticket holder.

Persons with reduced mobility (PRM) or functional diversity

As per Regulation (EC) No. 1107/2006, a “person with a disability” or “person with reduced mobility (PRM)” is any person whose mobility to use transportation is reduced due to a physical disability (sensory or locomotor, permanent or temporary), an intellectual disability or impairment, or any other cause of disability, or due to age, and whose situation requires appropriate attention and the adaptation of the service provided to other passengers to their particular needs.

In general, a PRM is considered to be a passenger who requires assistance from another person to reach the aircraft exit with the necessary speed in the event of an emergency evacuation. This also includes passengers who have serious difficulties receiving or understanding emergency instructions.

For informational purposes only, in order to ensure that the required assistance is provided, we inform you that it is an essential requirement to notify CANARYFLY, as well as the airport operator, of your special need, at least 48 hours prior to the flight's departure, with the exception of the stretcher service, which must be requested at least 72 hours prior to the flight's departure.

Exceptions, special conditions and information

As per Regulation (EC) No. 1107/2006, air carriers, their agents, or tour operators may not, on the grounds of disability or reduced mobility, refuse to accept a reservation from a person with a disability or reduced mobility, or deny such a person boarding.

However, there are some exceptions, and airlines may deny boarding to a PRM only in the following cases:

• For safety reasons established by international, EU, or national legislation. For this reason, air carriers, their agents, or tour operators may also require, at the time of booking, that a PRM be accompanied by another person capable of providing the necessary assistance. Air carriers are not obliged to offer a free ticket to this companion.
• If the dimensions of the aircraft or its doors make it physically impossible for the person with reduced mobility to board or be transported.

If the special request is not accepted for the reasons stated, CANARYFLY will make every reasonable effort to offer the passenger an acceptable alternative. Even after the reservation has been accepted, if boarding is denied for said reasons, the passenger will be offered a refund on their ticket.

CANARYFLY makes publicly available the safety rules that apply to PRMs and any restrictions on their carriage or that of mobility equipment due to the dimensions of the aircraft. The assistance provided by the airline and the airport is at no additional cost to the passenger.

Conduct on board

If a passenger's behaviour on board the aircraft endangers the aircraft, or any person, or their belongings, or if such a passenger obstructs the crew's duties, or refuses to follow the crew's instructions, or if their behaviour generates conflicts with other passengers, the carrier may take the necessary measures to ensure that the passenger ceases from such behaviour, including restraining them.

Once on board the aircraft, passengers may not operate or use radio devices, electronic cigarettes, electronic games, or transmitting devices, including remote-controlled toys, walkie-talkies, or cell phones (which must remain switched off throughout the flight). Passengers may not operate any other type of electronic device on the aircraft without the carrier's permission. Exception to this rule are portable recording devices, hearing aids, or pacemakers, which may be operated.

General

Passengers must always comply with the laws, regulations, orders, and requests of the countries of destination, origin, and transit, as well as with the carrier's rules and instructions.

The carrier shall not be liable for any assistance or information provided to the passenger to obtain documents or comply with laws, regulations, orders, requests, or requirements, whether given to the passenger by an employee or Agent of the carrier, in writing or by any other means, nor for any consequences that may arise from the passenger's failure to obtain such documents or to comply with the aforementioned laws, regulations, orders, requests, requirements, rules, or instructions.

Travel documentation

The passenger shall present all entry, exit, health, or any other documents required by the laws, regulations, orders, requests, or requirements of the countries concerned, and shall allow the carrier to make and retain copies of these documents. The carrier reserves the right to refuse carriage to any passenger who does not comply with the laws, regulations, orders, requests, or requirements; whose documents are not valid; or who does not allow the carrier to make and retain copies of such documents.

Denial of entry

If, by order of the relevant authority, the carrier is required to return a passenger to their place of origin, or to any other place, because the passenger is not permitted to enter the country, whether in transit or as their final destination, the passenger shall be liable for payment of any applicable fees. The carrier will not reimburse the passenger for the fare paid for their carriage to the point of denied entry or deportation.

Passengers' responsibility for the payment of fines, detention costs, etc.

If the carrier is required to pay any fine or penalty, post a bond, or cover any expenses as a result of the passenger's failure to comply with the laws, regulations, orders, requests, or requirements for travel in any of the affected countries, or due to the passenger's failure to present the necessary documents, the passenger shall reimburse it for the amounts paid, the bond posted, or any other expenses incurred. The carrier may use any funds or payments held on the passenger's behalf for unused carriage, or any other amounts the passenger may owe at that time.

Notice to passengers regarding government taxes and fees

The price of this ticket may include taxes and fees that have been levied on air carriage by government authorities. These taxes and fees, which may represent a significant portion of the air carriage cost, will be itemized in the “TAXES” section of the ticket. Passengers may also be required to pay fees or taxes that have not been collected previously.

Notice regarding seat cancellation

If you have a duly reserved seat and for any reason are unable to use it, we kindly ask you to cancel your reservation. By doing so, you will enable another passenger to travel, and you will avoid any potential penalty for not cancelling your reservation in a timely manner.

Dangerous items in baggage

For safety reasons, passengers' baggage must not contain dangerous items, such as:

• compressed gases (deeply refrigerated, flammable, non-flammable, poisonous), such as butane, oxygen, liquid nitrogen, or compressed air cylinders for scuba diving.
• corrosive substances: acids, alkalis, mercury, and wet-cell electric batteries.
• explosives: ammunition, fireworks, and flares.
• flammable liquids and solids: fuels, matches, paints, thinners, and lighters.
• radioactive materials.
• wallets or briefcases with built-in alarm systems.
• oxidizing materials such as calcium chloride and peroxide.
• poisons and infectious substances such as insecticides, herbicides, and live viruses.
• other dangerous items: magnetized, noxious, or irritating materials.

NOTE: Some of the items mentioned may be transported as FREIGHT HANDLED BY THE CARGO TERMINAL, provided they are packaged and labelled in accordance with the regulations.

Medications and toiletries necessary for the trip, such as hair sprays, perfumes, or medications containing alcohol, may be carried in limited quantities. Many of the aforementioned items may be transported as FREIGHT if they are packaged in accordance with the regulations. 
Electronic cigarettes may not be carried in checked baggage (they may only be carried in carry-on baggage).  

Please request additional information if you deem it necessary. 

The carrier may refuse to transport certain items if, due to their size, shape, characteristics, or weight, they cannot be considered baggage.

Special items

Certain special items, such as money, jewellery, precious metals, computers, personal electronic devices, negotiable instruments, business documents of special value, passports, and identification documents, may not be transported as checked baggage.

The delivery and collection of checked baggage

Passengers must collect their checked baggage as soon as it is available at the designated points and locations. If the passenger does not collect their baggage within a reasonable period of time, the carrier may charge a storage fee. If the passenger does not collect the baggage within 3 months of it being made available to them, the carrier may dispose of it without any liability to the passenger if the passenger requests it after this period has elapsed.

Gate closing time

The Gate Closing Time is the minimum time before the official scheduled departure time of the flight, as indicated on the ticket, by which the passenger must have checked in for the flight, have checked their baggage, be in possession of their boarding pass, and be at the boarding gate. After this time limit, the flight will be closed.

The carrier shall not be liable for not accepting a passenger if the passenger shows up for a flight that has already closed for boarding.

The closing time for all canaryfly services is 30 minutes

If your flight is not operated by CANARYFLY, or if you are traveling from an airport outside Spain, please ask your issuing agent for the Closing Time at the departure airport.

Upon arrival at transit points, passengers are kindly asked to check their reservations for their next stopover or for their return journey and to provide the carrier with their temporary address or a contact telephone number so that they can be notified of any information that may be of interest to them.

All Canaryfly flights are non-smoking

Pursuant to the provisions of Section Q) of Article 7 of Law 28/2005, of December 26, 2005, as amended by Section 7 of the Sole Article of Law 42/2010, of December 30, 2010, smoking is not permitted on aircraft departing from and arriving in Spain, and on all flights operated by Spanish airlines, including those shared with flights operated by foreign airlines.

Important information for passengers with allergies

The airline offers an in-flight food and beverage service; the food or other items provided as part of this service may contain allergens. Under no circumstances can CANARYFLY guarantee an allergen-free environment on its flights. Therefore, it is the passenger's responsibility to take any protective measures they may need, such as bringing their own food, carrying any medication they may require, or, in severe cases, consulting their doctor to determine whether flying is advisable given their circumstances. For minors traveling with the unaccompanied minor service, their parent or legal guardian is responsible for ensuring that the minor travels with any necessary medication and, furthermore, must make sure that the minor is able to identify and manage any potential adverse effects on their own. In any case, minors who are unable or do not know how to self-administer medication must be accompanied by an adult.
CANARYFLY allows the transport of pets in the cabin, provided that the conditions established by the company are met. This means that it cannot be guaranteed that there will be no animals on board.

Contract amendments

No agent, employee, director, or representative of CANARYFLY has the authority to alter, modify, or waive any of the Contract Conditions mentioned herein or any of CANARYFLY's regulations.

Prevailing version

These conditions were originally written in Spanish and may be translated into other languages. In the event of any conflict between these versions and the original Spanish one, the latter shall prevail.

Final provision

Without prejudice to the provisions of this contract, in accordance with the stipulations of Article 6(1) and (2) of Regulation (EC) No. 2027/97 of October 9, 1997, as amended by Article 1(10) of Regulation (EC) No. 889/2002 of May 13, 2002, the corresponding Annex provided for in the aforementioned Community Regulation is attached to this contract.