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Terms & Conditions

Last updated: September 2024. Please read these terms carefully before using FlyThru's services.

Introduction

Please read these customer terms and conditions (the "Terms") carefully before using the services offered by FlyThru L.L.C., a company incorporated with limited liability in the State of Kuwait (Commercial License 12061/2019) trading as "FlyThru" ("FlyThru" / "WE" / "US" / "OUR"). These Terms apply to your use of our Services, the website at www.flythru.net, all other sites that redirect to the Website, any subdomains and any web or mobile applications that relate to the Services (collectively, the "Platforms"). We may be contacted by email at info@flythru.net or via the Platforms. By using our Services and/or the Platforms, you agree to be bound by these Terms. If you do not agree to the Terms, please do not make a Booking Request nor use our Services.

1. Interpretation & Definitions

Booking: A Booking Request that has been confirmed by us and notified to you as being accepted.
Pick-up Time: The time window set out in the Booking during which we will collect your luggage at the Pick-up Address.
Pick-up Address: The location/address at which we will collect your luggage as set out in a Booking.
Fees: The fees for our Services that are displayed on our Platforms as being applicable at the time that you make your Booking.
Force Majeure: Any event or circumstance beyond our reasonable control rendering performance of the Services impossible or impractical, including acts outside human control, fire, flood, earthquake, windstorm, storm, extreme weather, epidemic, pandemic, war, terrorist attack, civil commotion or riots, labor disputes, Acts of God, power failure, government action, or loss of systems, networks, or data.
Check-In Service: Check-in services for carriage on behalf of the relevant Partner Airline, applying an airline destination bag tag and injecting the Bag into the airport baggage system on behalf of the Customer, completed at a home, hotel or office.
Prohibited Item: Any item prohibited for air transportation by any regulatory or government body, including items that are illegal, hazardous or dangerous, any animals, and any other item prohibited under the laws of Kuwait, the Civil Aviation Authority, or Kuwait Customs.
Excluded Items: Electronic devices, precious stones, precious metals, watches, jewelry, glass, furs, art, antiques, prescription drugs, fragile and perishable goods, money, vouchers, travelers cheques, bearer bonds, spirits, tobacco and cigarettes, and any other goods which the carrier may at its sole discretion deem to be valuable.
Services: Our services of delivering, storing and transporting your bags as set out in these Terms.
Customer / You: Any person who makes a Booking Request or uses the Platforms (whether directly or indirectly through our agents).
Bag(s) / Luggage: Any piece of luggage owned by (or otherwise under the care of) a Customer transported by us pursuant to these Terms.
Coverage Area: The area we service. Please visit our Platforms for details including a list of areas covered.
Bags Ineligible for Check-in Service: Bags (including musical instruments and sports equipment) subject to a charge imposed by the airline based on the nature of the item, including excess, overweight and oversize items, and items containing goods prohibited or restricted by the Partner Airline or by Kuwait customs or transport authorities.

2. Our Services and Bookings

  • 2.1 You may make a Booking Request via the Platforms.
  • 2.2 We reserve the right to decline any Booking Request or to cancel any Booking at our discretion.
  • 2.3 A Booking Request will only be considered to be a Booking if you have received an email or other notification from us expressly confirming the Booking Request.
  • 2.4 We have the right to refuse any luggage presented to us at our discretion and without stating reasons. In such circumstances, the relevant Booking may be cancelled.
  • 2.5 You acknowledge that we will not be required to provide our Services where the number of items of luggage submitted in the Booking is not equal to the number of items left at the Pick-up Address.
  • 2.6 Access to the Platforms and/or provision of the Services may be suspended temporarily and without notice.
  • 2.7 You may only amend or cancel a Booking within 3 hours of making the Booking or at least 24 hours before your scheduled flight departure time, whichever occurs first. After this point, all Bookings will be final and non-refundable.
  • 2.8 We will endeavour not to cancel or change your Booking once it has been accepted. However, from time to time it may be necessary, and we reserve the right to do so.
  • 2.9 You must provide FlyThru with valid contact telephone and/or email details in order to ensure that contact is possible at any time for updates, amendments or alterations to your booking.

3. Fees and Payment

  • 3.1 Fees for our Services are displayed on our Platforms and are applicable at the time that you make your Booking.
  • 3.2 We require payment in advance and prior to confirming a Booking for all Services. We accept payment by K-net, credit card or debit card.
  • 3.3 Our prices may change at any time, but price changes will not affect Bookings that we have already confirmed with you.
  • 3.4 You remain responsible for understanding your baggage allowance. FlyThru will pass on any airline charges in respect of: any Bag that exceeds your personal baggage allowance; any Bag that is overweight; any Bag that is oversized.
  • 3.5 In the event that we pay on your behalf any charge due to the relevant airline in respect of any Bag, you agree to reimburse this payment to us without delay.

4. Customer Obligations

  • 4.1 Will ensure that all luggage is given to us at the Pick-up Address within the Pick-up Time and that all luggage is as specified in the Booking when using the Check-in Service.
  • 4.2 Will ensure that all luggage is properly closed and secure, and that the weight of any one piece of luggage is less than or equal to your maximum allowable luggage weight (as per your airline booking).
  • 4.3 Warrant to us that the luggage is not a Prohibited Item and/or does not contain any Prohibited Item.
  • 4.4 Warrant that you have full and complete authority to submit the luggage to our Services. If leaving luggage with a hotel concierge, travel representative, or any third party, you warrant that such person has been granted full authority to represent your interests, and you expressly assume all risk in respect of such third-party representation and waive all claims against us in relation thereto.
  • 4.5 Warrant that you are acting at all times in conformity and accordance with all applicable law.
  • 4.6 Warrant that you have completed the Booking Request accurately.
  • 4.7 Warrant that you have maintained appropriate travel or other insurance on the luggage proportionate to the value of its contents. FlyThru does not offer or arrange insurance coverage for your luggage.
  • 4.8 Will pay us all Fees for our Services.
  • 4.9 Will open your luggage and show us the contents if requested.
  • 4.10 Remain responsible and liable for understanding and abiding by any maximum luggage allowance set by the relevant airline when using the Check-In Service.
  • 4.11 If we are unable to provide the Service due to you not being present at the Pick-up Address within the Pick-up Time, we may cancel your Booking and you will forfeit any Fees paid.
  • 4.12 You agree to be present (or have a third-party representative) at the agreed times set out in your Booking.
  • 4.13 Delivery to a third party must be authorised in writing. We accept no responsibility once the bag is handed over to a person authorised by the Customer.

5. Our Obligations

  • 5.1.1 We shall ensure that the Services are provided with reasonable skill and care.
  • 5.1.2 We will use all reasonable endeavours to pick up your luggage at the Pick-up Address during the Pick-up Time.
  • 5.1.3 We will not open or search your bag without your consent unless required to do so by government or airport security authorities.
  • 5.1.4 FlyThru is a third-party vendor and is not an agent, employee, or representative of Jazeera Airways (or any other airlines). The airline bears no liability for FlyThru's services.
  • 5.2 We will not be required to provide the Services if: (a) events beyond our reasonable control, including Force Majeure, make it impossible or impractical; (b) your luggage does not meet security or safety requirements; or (c) you fail to deliver your luggage to the Pick-up Address within the Pick-up Time.
  • 5.3 In the unlikely event that we fail to deliver your Bag to the Airport by the Scheduled Time due to circumstances within our control and your bag misses your flight, we will ensure the Bag is sent on to your final ticketed destination and you will be fully refunded.
  • 5.4 We will only accept and deliver the Bag for the person we reasonably believe to be the Customer or a third party acting on their behalf.

6. Check-In Service

General Requirements

  • 6.1 The Check-In Service must be booked for or by the passenger in whose name the flight reservation is made. All passengers travelling under one flight booking must be included in the Booking Request.
  • 6.2 All participating passengers must be present during Bag collection with their valid passport (or in the case of GCC flights, such other identification as may be accepted by the Partner Airline).
  • 6.3 Each passenger is solely responsible for ensuring the size and weight of the luggage is within their booked allowance as per the airline's luggage allowance policies.
  • 6.4 Any passenger may be requested by us or Airport Authorities at any time to be reunited with or identify their luggage for security or law enforcement purposes.
  • 6.5 The Check-In Service is available only on flights operated by our airline partners, booked by passengers located within Kuwait, for flights originating from Kuwait International Airport (KWI).
  • 6.7 For health and safety reasons we cannot transport bags over 32kg.

6.8 Cancellation of Check-In Service

  • 6.8.1 If the Check-In Service is cancelled due to a fault of any passenger (including not being present, not providing valid ID, or attending later than 20 minutes after the start of the Pick-up Time), we will leave without providing the Service and any Fees paid will not be refunded.
  • 6.8.2 If you have complied with all Terms applicable to the Check-In Service but we are unable to provide it due to the fault of a FlyThru Agent, all Fees paid by you will be refunded.
  • 6.8.3 If we are unable to provide the Check-in Service for reasons not within our control (including Bags Ineligible for Check-in Service), or the Customer opts not to take the service without cancelling in accordance with these Terms, we will return the Bag(s) and will not be obliged to make any refund.

6.9 Check-In Service with Jazeera Airways

  • 6.9.1 By opting for the Check-In Service, you authorise FlyThru, in partnership with Jazeera Airways, to check in on your behalf.
  • 6.9.2 FlyThru will, in collaboration with Jazeera Airways, undertake the responsibility of checking you in as per the details provided during your booking.
  • 6.9.3 You must ensure that the information provided is accurate and complete. FlyThru shall not be liable for any issues arising from inaccuracies or incomplete information provided by you.
  • 6.9.4 The Boarding Pass(es) for the flight will be handed over to you upon collection of your luggage.
  • 6.9.5 FlyThru aims to ensure that you are checked-in for your flight. However, we cannot guarantee your preferred seat allocation. Seat allocation is subject to availability and the airline's specific check-in procedures.
  • 6.9.6 FlyThru and Jazeera Airways are not liable for any changes made by the airline after check-in is completed, including flight cancellations, changes to flight times, or seat reallocation.
  • 6.9.7 In the event of any discrepancies or issues related to the Check-In Service, you must notify FlyThru immediately.
  • 6.9.8 FlyThru is a third-party vendor and is not an agent, employee, or representative of Jazeera Airways. The airline bears no liability for FlyThru's services.

7. Amendments and Cancellation

  • 7.1 You may amend or cancel a Booking either via the Platforms or by contacting us. Any amendment or cancellation is confirmed only when we send a confirmation to you.
  • 7.2 Amendments will only be accepted if made within 3 hours from the time of Booking, or at least 24 hours before your flight's scheduled departure time, whichever comes first.
  • 7.3 Cancellations must be made within 3 hours from the time of Booking, or at least 24 hours before your scheduled flight departure time, to be eligible for a refund.
  • 7.4 We will process the refund within 14 business days of notification of the cancellation. Refunds will be made only through the original mode of payment.
  • 7.5 If your luggage is in our possession, we may amend or cancel any Booking without refunding you any Fees in the event of: (a) Force Majeure or where we are prevented by you from fulfilling the Service; (b) you have provided an invalid delivery address; or (c) we believe that you have misused our Services.
  • 7.6.1 If the Service has been fully provided by FlyThru in accordance with these Terms, the Booking shall be strictly non-refundable.
  • 7.6.2 If only part of the Service has been delivered, FlyThru may refund up to 50% of the Fees or an amount proportionate to the portion of the Service not rendered, at FlyThru's discretion.
  • 7.6.3 If the Service has not been provided at all and no part of the Booking was fulfilled, a full refund will be issued.

8. Our Liability

  • 8.1 We will only be liable for loss or damage to your luggage arising as a direct result of our Services, provided that the luggage is not or does not contain a Prohibited Item.
  • 8.2 To the maximum extent permitted by law, our aggregate liability is limited to a maximum of KWD 250 per Booking.
  • 8.3 In the event of loss or damage to your luggage, our liability shall not exceed KWD 120 in respect of an individual item of luggage and KWD 250 per Booking.
  • 8.4 In cases where the delivery of Bags is delayed by more than 24 hours due to our negligence, we will compensate the Customer the reasonable cost of essential toiletries and clothing for every night they are left without access to their Bags for up to a maximum of 3 nights.
  • 8.5 We will not be liable for any consequential or indirect loss or damage, including loss of profit, loss of data, loss of business or loss of opportunity.
  • 8.6 We shall have no liability for loss of or damage to Excluded Items or Prohibited Items.
  • 8.7 Damage excludes fair wear and tear associated with the provision of the Services, including damage to wheels, handles, zippers and fastenings.
  • 8.8 For the Check-In Service: your airline is solely liable for your luggage from the point that it is accepted by the Check-in Agent, and we shall have no liability to you from that point.
  • 8.11 We shall have no liability for any claim unless you notify us within 10 days of the circumstances giving rise to the claim and provide us with documentary evidence in support.
  • 8.12 It is the Customers' responsibility to ensure that all Bags are insured to the value of the contents. We do not insure any Bags independently.
  • 8.13 Although we provide Services in co-operation with airlines, the airlines are not responsible for our Services and have no liability for our negligence, breach of contract, or other failure in connection with the Services.
  • 8.15 Where FlyThru is responsible for loss, damage, or delay of baggage during the Check-In Service and prior to formal acceptance by the Partner Airline, FlyThru may provide reimbursement in line with the principles of the Montreal Convention of 1999, up to a maximum of 1,288 Special Drawing Rights (SDRs) per passenger, evaluated on a case-by-case basis.

9. Data Privacy

By accepting these Terms, you also agree that we may process information relating to you in accordance with our Privacy Policy, which can be found on our Platforms. If you make a Booking on behalf of any other person, it is your responsibility to draw their attention to our Privacy Policy and ensure they also agree to such terms. The information you provide to us through the Platforms or as part of your use of the Services will be collected, stored and processed in accordance with our Privacy Policy. We comply with applicable data protection and cybersecurity laws in Kuwait, including Law No. 63 of 2015. Where applicable, we also follow global standards of data protection such as the General Data Protection Regulation (GDPR).

10. General

  • 10.1 Where we consider it appropriate, we will place our own security measures (i.e. locks, luggage seals, zip tags, etc.) on your luggage.
  • 10.2 If required, we will store your luggage at a secure location prior to delivery of the bag(s).
  • 10.4 If any passenger fails to attend at the Pick-Up Address within 20 minutes from the start of the Pick-Up Time, we reserve the right to leave and immediately cancel the Service without a refund.
  • 10.5 Each bag will be fitted with Tamper Evident Luggage Seals and pull-tight security seals on the zippers where appropriate.
  • 10.6 Each bag is tagged with a unique identification label for tracking purposes.
  • 10.7 Each bag may be fitted with an elastic protective cover that is water-proof, dust-proof and scratch-proof.
  • 10.8 As part of our security procedures, your Bag may be screened by FlyThru personnel.
  • 10.11 FlyThru will cooperate with law enforcement authorities as required by applicable law.
  • 10.12 If any part of these Terms is deemed unlawful or unenforceable, the remaining parts shall remain valid and enforceable.
  • 10.13 These Terms are drawn up in English and Arabic. The Arabic language version shall prevail in the event of any conflict or inconsistency between the two versions.
  • 10.14 FlyThru reserves the right to amend these Terms at any time. Continued use of our Platforms and/or Services constitutes acceptance of the amended Terms.
  • 10.15 These Terms are governed by and construed in accordance with the laws of the State of Kuwait.
  • 10.19 We reserve the right to subcontract the performance of all or some of the Services to a third party or agent.
  • 10.21 You must be over 18 years of age to enter into a Contract with us.

11. Registered Users

  • 11.1 To become a registered user you must provide valid contact details. You must treat your account credentials as confidential and must not disclose them to any other person. You agree to notify us immediately of any unauthorised access to or use of your account.
  • 11.2 We have the right to disable any username, password or other identifier at any time in our sole discretion for any or no reason, including if we believe you have breached any provision of these Terms.
  • 11.3 You may request permanent deletion of your account and associated personal data by contacting us at info@flythru.net. We will process the deletion within a commercially reasonable timeframe, subject to any legal or regulatory obligations to retain certain information.

12. Fair Usage Policy

12.1 We reserve the right to reject or subsequently cancel Bookings where we believe there to be misuse of our Services by you or a third party for commercial gain.

13. Dispute Resolution

  • 13.1 Any dispute, controversy or claim arising out of or relating to these Terms, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the laws of the State of Kuwait.
  • 13.2 The decision of the arbitrator shall be final and binding on the parties and may be entered and enforced in any court of competent jurisdiction.
  • 13.3 Notwithstanding the foregoing, we reserve the right to pursue the protection of intellectual property rights and confidential information through injunctive or other equitable relief through the courts.

14. Force Majeure

14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by events outside our reasonable control, including but not limited to strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.

15. Contacting Us

  • 15.1 If you have any questions about these Terms or your use of our Services, please contact us at info@flythru.net.
  • 15.2 Any formal legal notices should be sent to us at our Customer Services address set out in the 'Contact Us' section of our Platforms.
  • 15.3 Failure to comply with this requirement may result in a delayed response.

16. Complaints Procedure

  • 16.1 If you have any problems with our Services, please contact our customer service team who will try to resolve your issue.
  • 16.2 If, after contacting our customer service team, you feel that your issue has not been resolved to your satisfaction, please write to us at info@flythru.net detailing the issue and steps taken so far.
  • 16.3 We will aim to respond to your complaint within 48–72 hours, and we will do our best to resolve any problems that arise.

17. Refund & Cancellation Policy

17.1 Refunds

  • All refunds under FlyThru's service will be issued as Jazeera Airways credit — cash refunds are not available under any circumstances.
  • Eligible refunds are processed within 14 business days of notification of cancellation.

Cancellation Window

  • Cancellations within 3 hours of booking OR at least 24 hours before departure: eligible for refund as Jazeera Airways credit.
  • Cancellations outside this window: non-refundable.
  • No-show (passenger unavailable at pickup): no refund.

Compensation Scenarios

  • Lost Baggage: Up to KWD 120 per bag; max KWD 250 per booking (or Montreal Convention up to 1,288 SDRs per passenger where applicable). — Clauses 8.2, 8.3, 8.15
  • Damaged Baggage: Up to KWD 120 per bag. Normal wear and tear (zippers, wheels, handles) is excluded. — Clauses 8.3, 8.7
  • Delayed Baggage (>24 hrs, FlyThru's fault): Reimbursement for essential toiletries and clothing for up to 3 nights. — Clause 8.4
  • Missed Flight (FlyThru's fault): Full refund + FlyThru covers cost to deliver bag to final destination. — Clause 5.3
  • Flight Cancellation by Airline: Full refund only if baggage not yet accepted by the airline; otherwise coordination for return. — Clause 5.2.1
  • No Service Provided: Full refund.
  • Service Partially Provided: Up to 50% refund at FlyThru's discretion. — Clause 7.6.2
  • Service Fully Provided: Strictly non-refundable. — Clause 7.6.1
  • Prohibited or Excluded Items: No compensation. — Clauses 8.6, 1.2(g)(h)
  • Force Majeure / Security Disruption: No liability. — Clauses 1.2(e), 5.2.1

Contact Us

Email: info@flythru.net