Terms & Conditions

Rehlaty by dnata Travel Booking Terms & Conditions

1. The Contract

In these terms and conditions (“Conditions”), "the Company", "we" or "us" means Rehlaty by dnata Travel, a division of dnata, a Dubai decree corporation established by Decree No.(1) of 1987 (as amended) whose principal office is at dnata Travel Centre, Sheikh Zayed Road, PO Box 1515, Dubai, United Arab Emirates. 

The Booking Form, these Conditions, the brochures (if any) of which the Booking Form forms a part, information on our website and any acceptance of a booking by the Company shall form the sole basis of the contract between the Company and the person signing and/or accepting the Booking Form (“Client” or  “you”) and us (the “Contract”).

The Contract is governed exclusively by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, and the Dubai Courts shall have exclusive jurisdiction to determine any dispute or claim that arises out of or in connection with the Contract. 

These Conditions apply equally to you and to all persons named in your booking. When you make your booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these Conditions.

The Client who signs the Booking Form or makes and pays for the booking must be at least 21 years old.

1.1 Contact Us

If you have a query regarding your booking or encountered any problems whilst making your booking, or if you experience any technical problems during your interaction with our website, (www.rehlaty.ae) please email details to rehlaty@dnata.com or alternatively call us on 800 73452 during office hours.

2. Your Data

Any data, including your personal data, provided by you to us in relation to your booking shall be treated in accordance with our Privacy Policy.

3. Researching a Holiday With Us

3.1 Prices

We reserve the right to alter the prices of any of the holidays shown on our website, in our advertisements, brochures and other literature. 

You will be fully advised of your tailor-made itinerary and pricing at the time of booking. Unless otherwise noted, prices are per person, based on two people sharing and include flights, accommodation and meals as detailed in the itinerary. Transfers may be added for an additional cost which will be advised to you at the time of booking. Some destinations such as the Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to book directly with the hotel at least 72 hours before you depart.

Prices you see online may be different to prices offered over the phone or in our retail stores. Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any supplements, upgrades or additional facilities which you have requested. The price of any holiday booked includes only the items specified in the Booking Form. Unless otherwise specified, it does not include items of a personal nature including, but not limited to, travel insurance, airport transfers, meals, optional excursions, passport, visas, cots and food for infants, laundry, room service and hotel extras (including early/late check-in/check-out fees), hotel car parking (where applicable), gratuities or taxes.

3.2 Hotel Meal Plans and Room Configurations

Half-board or all-inclusive properties may base their inclusive meals on specific dining venues. When more than two people share a room the hotel may specify that this is based on the room's 'existing bedding' and not provide an additional bed as standard, although rollaway beds can often be booked at an additional charge.

3.3 Special Offers

Some of our hotels run special offers and a selection of these are outlined on our website. The special offers on the hotel pages of our website are intended as a guide only and are subject to change. You will be advised of the full terms and conditions applicable to specific offers when you book and these may differ from the standard terms and conditions, particularly in relation to flights.

3.4 Flights

Please note that in order to qualify for infant status an infant must be under two years of age on the date of their return flight.

Our website is our responsibility as your tour operator. It is not issued on behalf of and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

4. Making a Booking

4.1 Where to book and payment

A booking can be made on our website, call centres, or through our dedicated relationship managers and must be accompanied by full payment, or the required deposit (to be advised at the time of booking). Special payment conditions may apply during peak periods (public holidays, exhibitions and special events, Eid holidays, Christmas and New Year, etc).

You will be advised of these at the time of booking. If you are unable to pay your final balance by the due date, your holiday may be cancelled without further notice and we shall retain your deposit.

4.2 Booking Confirmation

A booking is accepted by us only if and when we issue confirmation of acceptance of the booking and availability of the relevant accommodation, flights and other facilities. Once full payment has been made for an accepted booking, we will issue you with your Company travel documents including your flight ticket and service vouchers for land services.

It is important to check your Company travel documents to make sure that all the details are exactly as you requested. In the event of any discrepancy, please contact us immediately as it may not be possible to make changes later.

4.3 Communications

Where you make a booking with us, communications from us will be sent to the email address you provided at the time of booking.

4.4 Ways of Paying

For bookings made over the phone or in person, payments can be made by cheque, cash, debit or credit card. Please note, should it be necessary to re-present a cheque to our bank which has been returned without being honoured by your bank, a charge will be applied. For bookings made using our website, we accept Visa, MasterCard, AMEX, Diners, JCB, and CUP. Your card will be debited when you click on the confirm button. The invoice and documentation will be sent to the registered billing address of the card holder.

Company Payment Card Industry Data Security Standard (PCI DSS) certified V.3.2 by Paladion and has a fiduciary responsibility to their customers and payment card processors to comply with the (PCI DSS) when handling payment card transactions.

In order to confirm your chosen arrangements, the following payment policies apply:

If, for any reason, a booking is not accepted by us, all monies you have paid to us for that booking will be refunded and we shall not have any further liability to you.

If you are unable to pay your final balance by the due date, we reserve the right to treat your booking as cancelled by you, in which case the cancellation conditions as set out in clause 6.2 will apply.

Refund claims should be requested within 30 days of cancellation of the trip. Processing time: 14 working days. Refunds for credit card payment or large cash refunds may take up to 45 days. Please check with your bank.

4.5 Special Requests

We will do everything we can to ensure that special requests are met, but cannot make any guarantees for requests like adjacent rooms, specific room numbers or bed types. Although they will be noted on your booking, any failure to meet special requests will not entitle you to compensation.

5. Important Travel Information

5.1 Passports & Visas

You must ensure that you have a valid passport in good condition and any necessary visas before travelling. Most destinations require that your passport remains valid for at least six months after your return date. It is also sensible to make a copy of all important travel documents to take with you.

Your specific passport, visa and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements or if any such non-compliance results in any costs or fines being incurred.

5.2 Travel Insurance

We strongly recommend that prior to travelling all clients obtain a fully comprehensive policy of travel and medical insurance suitable for your specific requirements. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

5.3 Health Matters

It is recommended that you contact your doctor at least six weeks prior to traveling regarding any overseas health requirements or vaccinations that you may need. Certain countries ban you from possessing certain prescription drugs. Please check with your consulate before you travel.

It is your responsibility to ensure that you are fit to travel and participate in all parts of the services you have booked and undertaken.

5.4 Early Check-in and Late Check-out

Flight times may result in you arriving early to or departing late from your hotel. If this is the case we strongly advise you to either book your accommodation room the night before so that you can be assured it is ready on your arrival, or to extend your hotel booking for the night of your departure so you have full use of its facilities until you leave the hotel. Our travel consultants will let you know flight times when you book so you can make suitable arrangements.

5.5 Excursions You Buy Whilst on Holiday

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

5.6 Fees Payable Locally

The country you travel to may require you to pay fees locally.

5.7 Your behaviour

If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services to which your booking relates, your behaviour or the behaviour of any member of your party is disruptive, threatening or abusive, causes unnecessary inconvenience or is causing or likely to cause danger, damage, distress or upset, disturbance or annoyance to others or others' property, we may terminate your travel arrangements without any liability on our part. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

6. Changing or Cancelling a Booking

6.1 If you Wish to Change Your Booking

If you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible.

Any request for changes must be made in writing from the lead person on your booking. You will be charged an amendment fee in accordance with 6.3 below. You will also be required to cover any increase to the cost of your holiday as a result of your amendment. Please note that certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100%.

6.2 If you Cancel Your Booking

You or any member of your party may cancel your travel arrangements at any time. Written notification from the lead passenger must be received at our offices.

Since we incur costs in cancelling your travel arrangements, you will be required to pay cancellation charges, which may in some instances be recovered under your policy of insurance. Please refer to 6.3 for details on cancellation and amendment fees.

Please note that if you do not cancel in advance you may also incur a No-show fee in addition to any other supplier imposed penalties.

Please note that certain travel arrangements may not be cancelled after a reservation has been made and any cancellation could incur a cancellation charge of up to 100%.

6.3 Cancellation and Amendment Charges

The processing fees set out below are IN ADDITION to any supplier imposed cancellation, or amendment charges: As we have pointed out above, certain travel arrangements may not be altered or cancelled after a reservation has been made and any alteration or cancellation could incur a charge of up to 100%.

Separate cancellation charges may be applicable for certain arrangements (e.g. train journeys, cruises, safaris and rent-a-car) and during peak periods (e.g. public holidays, exhibitions and special events, Eid holidays, Christmas and New Year). You will be advised of these at the time of reservation.

Charges for amendments or cancellations are calculated from the date we receive your request or notification.

6.4 If We Change Your Booking

It is unlikely that we will need to make any alteration to your travel arrangements but sometimes circumstances change and alterations have to be made. We reserve the right to change your booking at any time.

If we make a major change to your holiday, we will inform you or as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday and receiving a full refund of all monies paid.

You must tell us which one of the above choices you wish to make within 7 days of being informed of the major change we are making, or as soon as reasonably practicable if your departure is less than 7 days from the date you receive notification. If we do not receive notification from you about your choice, you are deemed to have accepted the change of arrangement proposed by us.

These options do not apply for minor changes. Examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.

We shall not be liable for any changes to or cancellation of a holiday due to events beyond our control. Examples of events beyond our control include, but are not limited to war or threat of war, riot or civil disturbance, political unrest, terrorist activity or threatened terrorist activity, industrial disputes or threatened industrial disputes, strikes, fire, floods and other natural disasters, nuclear disasters, adverse weather conditions, acts of God, acts of government, closure of airports, failure of a carrier, a hotelier or other person to operate services for any reason.

We may cancel a booking at any time when necessary because of events beyond our control, or an over booking which arises from the default or omission on the part of any person such as carrier or a hotelier providing any services comprised in the booking. We will inform you of any such event as soon as practicable, and at its discretion refund monies paid or, where practicable, offer you a comparative alternative holiday for any booking, so cancelled. We will be under no further liability to you whatsoever in such circumstances.

7. If Issues Arise During Your Holiday       

7.1 If You Have A Complaint

We are committed to offering our valued customers the highest standard of product and consistent service delivery. Should you have a complaint, kindly inform the local Rehlaty by dnata Travel representative or the accommodation management immediately. If the problem is not resolved to your satisfaction any further complaint should be made to us, no later than 30 days after your return from holiday, by email: rehlaty@dnata.com

Please provide as much information as possible, including your Rehlaty by dnata Travel booking reference and holiday dates where applicable.

If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint during your holiday and this may affect your rights under this Contract.

It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our local representative/agent without delay and complete any available report form whilst in resort.

7.2 Feedback

We value your feedback. If you would like to share feedback with us about your holiday experience, you can do so on our website or email. Please provide as much information as possible, including your booking reference and holiday dates where applicable. You can e-mail us at rehlaty@dnata.com.

7.3 Our Liability To You

Our obligation is to take reasonable skill and care in the performance of our contractual obligations, subject to and in accordance with the Contract.

The Company is not itself a provider of accommodation, ground services, tours or other activities nor does it control the third parties who provide such services in connection with your holiday.

We do not accept liability for any injury, illness, death, loss, damage, expense, cost or other claim of any description whatsoever which results from (i) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or (ii) the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable; or (iii) events beyond our control (as defined in clause 6.4).

Except in the cases of death or injury, our liability is limited to a maximum of the booking price attributable to the person affected.  This maximum applies where you prove that no benefit or enjoyment has been obtained.  In all other circumstances, we agree to pay compensation that is reasonable and proportionate for the reduction in value of your booking and any loss of enjoyment you prove subject to the above maximum. 

Where properties are not featured in our brochures or other literature or on our website, we will not be liable for any claims that such properties booked at your express request do not satisfy your expectations.

The terms, conditions and provisions in (or referred to in) the Company’s ticket shall apply in respects to the carriage by air of a Client by the Company.

Your booking may be serviced by carriers, providers of accommodation, car rental companies, catering and other parties who have their own booking conditions of carriage and business and over whom we may have no direct control. Their booking conditions may strictly limit the circumstances in which compensation is payable to you by them and you agree to be bound by their booking conditions. Such booking conditions are available from us upon request.

Air, sea, rail and road transport is subject to various International Conventions that limit the liability of the carriers. International Conventions which may apply include, without limitation: in respect of international air travel, the Warsaw Convention 1929 (as amended) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and in respect of hotels, the Paris Convention 1962. The carriage by air of passengers and their baggage is in addition subject to the Conditions of Carriage of the carrier concerned. With respect to Emirates flights, please refer to the Conditions of Carriage for Passengers and Baggage, available on www.emirates.com. Where any claim or part of any claim (including for death or personal injury) concerns or is based on any of such travel arrangements (including the process of getting on and/or off the transport concerned where applicable) provided by any air, rail or road carrier, or by any hotel-keeper, the maximum amount of compensation to which you may be entitled may be limited.

We will not accept responsibility for services or facilities which do not form part of our Contract with you, such as any excursion you book whilst you are away, or any service or facility which your hotel or other supplier agrees to provide to you. Such arrangements do not form part of your pre-booked holiday arrangement with us. We have no involvement in such activities or excursions and they are not run, supervised or controlled in any way by us. They are provided by local operators and other providers who are completely independent from us and in relation to whom we have no liability.

Save as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss or damage.

8. Information

Please refer to our website www.rehlaty.ae for live information and booking conditions.