The conditions under which we sell and carry out your trip

1. Scope and legal basis

These general travel conditions apply to every travel service booked on this website or directly with Eurosava ("Eurosava", "we"): seats on charter flights that we organise, seats on flights of partner airlines that we sell as an intermediary, and the seats, baggage and other extras sold with them.

They are drawn up in line with the laws of the Republic of North Macedonia, in particular the Law on Tourism Activity, the Law on Obligations, the Law on Consumer Protection and the Law on Obligations and Real Rights in Air Transport, and with the international conventions on carriage by air that bind North Macedonia.

If you buy a package arrangement (a flight together with accommodation or other tourist services) from a tour operator or another travel agency, the programme and the general conditions of that organiser apply to the package. These conditions then apply only to the flight we provide.

2. Our role

• Charter flights. We charter the aircraft from a licensed air carrier. The carrier is named on your booking and ticket, performs the flight and is responsible for the carriage under air transport law. We are responsible for the sale and for the information we give you.
• Partner airline flights. We sell these as an intermediary. The contract of carriage is between you and the airline, and its conditions of carriage and fare rules apply in addition to these conditions.

3. Booking and contract

• The contract is concluded when your payment is confirmed and we show and send you the booking reference. Until then the booking is pending and seats are not held.
• The person who books must be at least 18 years old, accepts these conditions for every traveller on the booking and is our contact for all notices.
• You are responsible for the accuracy of names, dates of birth, document details, phone number and email address. Check the confirmation as soon as you receive it and tell us at once about any mistake.
• Before you pay, the website shows you the main features of the service, the total price, the operating airline, and these conditions. The confirmation, ticket and invoice are sent to your email address and remain available under Manage booking.

4. Price

• Prices are total prices for the travellers in your search and include the air fare, airport and passenger taxes and charges known at the time of booking. Seats, extra baggage, other extras and insurance are shown separately before you pay.
• Prices can change until you pay. After payment we do not increase the price of your booking.
• Costs at the destination that are not part of your booking, such as visas, tourist taxes, transfers or excess baggage charged at the airport, are paid by the traveller.

How and when you pay is set out in our payment terms.

5. Travel documents, visas and health

• Every traveller, including children and infants, needs a valid travel document accepted by the country of destination and any visa it requires. Many countries require the passport to be valid for several months after entry.
• The information we publish about entry rules is general and applies to citizens of North Macedonia. Citizens of other countries must check the rules with the embassy or consulate of the destination.
• A child travelling without both parents should carry a notarised consent of the parent or parents who are not travelling. Border police can refuse exit without it.
• Checking and holding the right documents, vaccinations and customs or currency declarations is the responsibility of the traveller. If a traveller is refused boarding or entry because of missing or invalid documents, the cancellation rules for a no-show apply and any resulting costs are borne by the traveller.

6. Check-in and conduct

• Be at the airport at least 2 hours before departure. Check-in desks and bag drop close 40 minutes and the gate closes 20 minutes before departure. Travellers who arrive later can be refused boarding.
• Flight times on the booking are local times. Charter times can change; check your email and Manage booking on the day before you fly.
• Travellers must follow the instructions of the crew, airport staff and authorities. The carrier may refuse to carry a traveller who endangers safety or order on board. A traveller is liable for damage they cause.

7. Baggage

• The baggage allowance of each traveller depends on the fare package and is shown on the booking. Extra baggage bought in advance is cheaper than at the airport.
• Dangerous goods are forbidden. Valuables, medicines, documents, money and electronic devices belong in hand baggage.
• If checked baggage is damaged, delayed or lost, report it at the baggage desk of the arrival airport before you leave the baggage hall and keep the report. A written complaint must reach the carrier within 7 days of receiving damaged baggage, or within 21 days of the day delayed baggage was delivered to you. Baggage that has not arrived 21 days after the flight is treated as lost. Liability for baggage is limited under the Montreal Convention.

8. Travellers who need assistance

Travellers with a disability or reduced mobility are entitled to assistance at the airport and on board free of charge. Tell us what you need when you book and no later than 48 hours before departure, so that the airport and the carrier can prepare. For unaccompanied minors, pregnancy in the last weeks, medical conditions or the carriage of medical equipment, the rules of the carrier apply; ask us before you book.

9. Changes and cancellation by the traveller

You can ask to correct a name, change a date or cancel under our refund & credit policy. In short: if you cancel at least 48 hours before departure, you receive travel credit valid for 12 months; later cancellations and no-shows are not credited, except for unused airport taxes.

The 14-day right to withdraw from a distance contract under the Law on Consumer Protection does not apply to contracts for passenger transport, nor to leisure services provided on a specific date. A flight booking therefore cannot be withdrawn from without cost after payment; the rules above apply instead.

10. Changes and cancellation by us or the carrier

• We inform you about schedule changes and cancellations without delay, using the contact details on the booking.
• If your flight is cancelled or moved by five hours or more, you can choose between another flight to your destination at the earliest opportunity or at a later date that suits you, subject to seats, and a refund of the price you paid for the part of the journey not made. A refund is paid within 7 days. You can choose travel credit instead of money if you prefer.
• A flight can be cancelled or changed because of extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken, such as weather, security risks, airspace or airport closures, strikes affecting the operation, or decisions of the authorities.

11. Delay, cancellation and denied boarding: your rights

North Macedonia applies the European rules on air passenger rights (Regulation (EC) No 261/2004) through its Law on Obligations and Real Rights in Air Transport. On flights covered by these rules the operating carrier owes you:

• Care during a long delay: meals and refreshments, two free phone calls or messages, and hotel accommodation with transport when a stay of one or more nights becomes necessary.
• Refund or re-routing when the flight is cancelled, when you are denied boarding against your will, or when the delay is five hours or more and you decide not to travel.
• Compensation of 250 euro for flights up to 1,500 km, 400 euro for flights between 1,500 and 3,500 km and 600 euro for longer flights, when you are denied boarding against your will or when the flight is cancelled without the notice required by law. Compensation can also be due for a long delay on arrival. No compensation is due when the cause is extraordinary circumstances.

We help you submit your request to the operating carrier. Nothing in these conditions limits these rights.

12. Liability and insurance

• The liability of the carrier for death or injury of passengers, for delay and for baggage is governed by the Montreal Convention and the air transport law of North Macedonia.
• We are liable for damage we cause by failing to carry out our own obligations, within the limits allowed by law. We are not liable for services you arrange yourself at the destination or for events outside our control.
• The price does not include travel insurance unless you add it. We strongly recommend travel health insurance for every trip abroad, and cancellation insurance if your plans may change. Insurance bought through us is a contract between you and the insurer.

13. Personal data

We process personal data only as needed to carry out your booking and to meet legal duties, as explained in our privacy policy.

14. Complaints

• Tell the crew, the handling agent or us about a problem as soon as it happens, so that it can be solved on the spot.
• Send a written complaint to us by email or post with your booking reference, what happened and what you ask for, and attach your evidence. Please send it within 8 days of the end of the trip; later complaints are still examined, but facts are harder to establish.
• We answer in writing within 15 days of receiving the complaint. If the answer depends on the carrier or another supplier, we tell you so within that time and follow it up.

If we cannot agree, you can turn to:

• Flight delays, cancellations and denied boarding: complain to the airline that operated the flight first. If you get no answer within six weeks, or you do not accept the answer, you can complain to the Civil Aviation Agency, Dame Gruev 1, 1000 Skopje, passengerrights@caa.gov.mk, caa.gov.mk.
• Consumer rights: the State Market Inspectorate supervises the Law on Consumer Protection (dpi.gov.mk). Consumer organisations can advise you free of charge.
• Personal data: the Agency for Personal Data Protection (azlp.mk).
• Courts: you can always bring a claim before the competent court. Trying to settle the matter with us first does not take that right away.

15. Governing law

These conditions are governed by the law of the Republic of North Macedonia. Disputes are decided by the competent court in North Macedonia. If you are a consumer living in another country, you keep the protection of the mandatory rules of that country.

16. Version

The version of these conditions published on the day you paid applies to your booking. If the language versions differ, the Macedonian text prevails.