Hopper, Inc. and its affiliates (“HTS”) provide the HTS Disruption Assistance™ service (the “Service”) to you through the websites and mobile web pages (the “Sites”) of Jazeera Airways (“Jazeera”).
The Service is provided subject to and in accordance with the terms and conditions set forth below (the “Disruption Assistance Service Terms”), HTS’s Terms of Service applicable to all HTS services and apps, and HTS’s Privacy Policy. By purchasing the Service, you agree to HTS’s Disruption Assistance Service Terms, Terms of Service and Privacy Policy.
Your use of the Sites is subject to Jazeera’s Terms and Conditions and Privacy Policy.
1. Disruption Assistance Purchase Price. The fee to purchase the Service is a service fee. The fee for the Service is non-refundable in all cases.
2. How it works. The Service offers the purchaser (“you”) a rebooking service at no additional cost in the event that, within the 24 hours prior to your scheduled departure, (i) the departure time of your original scheduled flight is delayed for more than the time specified to you before and after you purchase the Service or (ii) your flight is canceled by the airline, in each case due to a reason outside your control (each of (i) and (ii), a “Disruption”). If you experience a Disruption, HTS will offer to rebook you on a new flight, or a new connecting flight (as applicable) to your destination at no cost, up to a maximum cost per passenger that will be presented to you at the time of purchase of Disruption (a “Service Cap”) and subject to the paragraphs below. If no decision to use the Service is made, the Service will expire twenty-four (24) hours after the last flight of your booked trip. A purchased Service may be used only once on each itinerary; if you experience a Disruption on your originally scheduled flight and elect to use the Service, you will not be able to use the Service again if you experience a Disruption on a different flight later in your trip.
3. Passenger Rights Regimes. Certain jurisdictions, including Saudi Arabia, Canada and the European Union, have adopted laws and/or regulations requiring airlines to compensate passengers in the event of certain cancellations, delays or other disruptions to scheduled air travel (a “Passenger Rights Regime”). You may have rights under these Passenger Rights Regimes even if you do not purchase the Service. For more detailed information regarding the circumstances in which you may be entitled to a refund even if you do not purchase the Service, see Jazeera’s Terms and Conditions.
4. Eligible Reasons for a Disruption. To be eligible to use your Service, the Disruption must occur no more than twenty-four (24) hours before the scheduled departure of the flight in question. The Disruption must also be due to an eligible reason outside of your control. Eligible reasons include, but are not limited to, delays due to airline issues, customs issues or to weather. All determinations of whether a Disruption was due to an eligible reason will be at the business discretion of HTS.
5. Exclusions. The Service does not apply following the earlier of:
A. a declaration of an “emergency” or similar “extraordinary measures” taken by any governmental authority in the destination city, region, or country of your trip, or issuance of a Safety and Security Alert by the United States Department of State or a Travel Health Notice Warning by the United States Center for Disease Control (CDC) for such destination;
B. a designation by the World Health Organization (WHO) that the destination city, country, or region of your trip is at risk from COVID-19;
C. a strike, work stoppage or other labor dispute, whether by airline or airport personnel, resulting in a canceled or delayed flight; or
D. you making a voluntary change or cancellation before your departure date.
Such events shall not be eligible reasons, and in the event of such event, or a declaration of emergency, alert, notice, designation, or other similar government action, your purchased Service shall expire immediately.
6. Things to Know About Booking a New Flight. If you elect to use the Service, HTS will monitor your flight and if you experience a Disruption will notify you to present your options. You will then be able to rebook through HTS on a new flight subject to the following conditions: the new flight must be to the same destination; the new flight may be on any airline, but must be in the same or similar corresponding fare class as the original booking; and you must be able to make it to the gate of the new flight in time to board. HTS is not responsible for ensuring you arrive at the gate on time and will not pay any additional costs if you miss your new flight. If you have checked luggage, you must coordinate with the original airline to retrieve your luggage before or after your new flight to your destination. HTS is not responsible for any baggage retrieval and will not cover any baggage fees. If for any reason you believe you have experienced a Disruption but have not received a notification from HTS, you can purchase a new flight of your choice, subject to the conditions listed in this section (6) and ask for a refund from HTS, up to the Service Cap, by using the link sent to you in your confirmation email to contact HTS customer service. You will be asked to provide the booking confirmation of your new flight in order to receive a refund. Alternatively, you can keep your flight and ask for the Service Satisfaction Guarantee as explained in section 7, also by contacting HTS customer service.
7. Service Satisfaction Guarantee. The Service comes with a satisfaction guarantee, as set forth in this Section. If you are eligible for and elect to use the Service, and you are not happy with the rebooking options offered to you, HTS will refund back to you a percentage of the cost of your original flight ticket(s) (including taxes but excluding any purchased ancillary products such as seats or luggage) for which the Service was purchased. The amount (in percentage terms) of the satisfaction guarantee will be provided to you prior to your decision to purchase the Service, and will also be included in your confirmation email. All refunds shall be paid in accordance with and subject to the terms of Section 8 of these Disruption Assistance Service Terms. The election to receive a guarantee refund shall be in lieu of using the Service; if you elect to receive a guarantee refund, the Service shall be immediately null and void.
8. Getting Refunded. To process your refund, you will first be asked to provide your credit card details. If this form of refund is unsuccessful in processing, then the following alternative processes will apply as the only means by which you can receive your refund:
A. Customers in Kuwait, Saudi Arabia, Qatar, United Arab Emirates, Oman, Bahrain: you will receive your refund via a bank transfer. You will be asked to provide details of your bank account including the account name, IBAN, postal code, address, customer name and currency. The bank transfer process will be processed by Citibank and will take from 7-10 business days before you receive your refund in your bank account. Before paying you your refund, Citibank may be required to collect certain information from you or perform a review in order to comply with anti-money laundering, sanctions and other requirements. If you do not satisfy any of these requirements (as determined by Citibank and without input from Jazeera or HTS), you will not be entitled to any refund.
B. Customers in all other countries: HTS utilizes Hyperwallet payment services to deliver payments to you. Such payment services are subject to the Hyperwallet Terms of Service and the Hyperwallet Privacy Policy. Payments by HTS of reimbursed amounts will be processed within ten (10) business days. Hyperwallet is a service provided by a third-party not affiliated with HTS. To use Hyperwallet to receive your refund, you will need to enter into a direct contract with Hyperwallet and agree to comply with the applicable terms and conditions linked to above. Payout options made available to you will be chosen in the sole discretion of Hyperwallet and, depending on the options made available for you, you may be required to create an account with Hyperwallet, if you do not already have one, in order to receive your refund. Before paying you your refund, Hyperwallet may be required to collect certain information from you in order to comply with anti-money laundering, sanctions and other requirements. If you do not satisfy any of these requirements (as determined by Hyperwallet and without input from Jazeera or HTS), you will not be entitled to any refund. Because you will enter into a contract directly with Hyperwallet, any liability or obligations Hyperwallet owes to you in relation to your use of Hyperwallet will be determined by your agreement with Hyperwallet, and not by Jazeera or HTS.
9. Application of Certain Taxes. The fee paid for the Service is inclusive of certain taxes.
10. Who is Included in the Service. The fee to purchase the Service is assessed per flight booking and provides the Service for all passengers included on the travel itinerary at the time of booking, up to the maximum value of the Service Cap per passenger. If there is more than one passenger on the booking, the passenger who made the booking shall determine how to exercise the Service, which shall apply to any other passenger included on the booking.
11. Other Restrictions. If you elect to use the Service, HTS will not be responsible for any fees and costs incurred by you other than the costs of the new flight up to the Service Cap per passenger. The Service does not carry over to any future bookings made with HTS or through Jazeera. The Service is only offered on select bookings. HTS reserves the right to deny the purchase of the Service to any customer for any lawful reason.
12. SMS Consent. By purchasing the Service, you hereby consent to receive SMS messages for the purpose of HTS communicating updates to you regarding your purchased Service.
13. Not Insurance. The Service is a guarantee that HTS will rebook you on, as applicable, a new flight to your original destination or a new connecting flight if you experience a Disruption. In the event HTS is unable to provide the Service to your satisfaction, HTS will refund to you a percentage of the cost of your original ticket, in the amounts and in the forms described in these Disruption Assistance Service Terms. HTS provides its customers with the Service to provide a more seamless and flexible travel experience for Jazeera customers. The Service Terms are not intended to constitute an offer to insure, do not constitute insurance or an insurance contract, and do not take the place of insurance obtained or obtainable by you.
HTS (Hopper Technology Solutions) is the travel agency, fintech provider, and modern e-commerce platform that can grow and power your business.
© 2024 Hopper Inc.
© 2024 Hopper Inc.
