CONDITIONS OF CARRIAGE
Pelican Airlines passengers fly subject to the ticket fare rules, these terms, and the laws of the Commonwealth, States and Territories. These conditions apply to all flights operated by Pelican Airlines Pty Ltd.
When flying within Australia, Pelican Airlines is subject to the provisions of the Competition and Consumer Act 2010 (Cth), the Civil Aviation (Carriers' Liability) Act 1959 (Cth) and applicable State and Territory legislation, liability is limited as follows:
- In respect of the death or injury of any passenger - $725,000.00;
- In respect of checked baggage - $1,600.00 per passenger;
- In respect of cabin baggage - $160.00 per passenger;
- such other sums as may be prescribed by applicable legislation for the time being in force.
Limits of liability:
- payments accepted by the company in respect of a ticket are subject to the fare rules applicable to the category of ticket purchased
- the company will not be liable to the purchaser, the passenger, or to any other person for costs or losses resulting from diversion, substitution, alteration, cancellation or delay, or from loss or delay of baggage
- the company will be not liable for consequential or other loss of any kind, arising directly or indirectly from negligence or any act or omission or any other cause in connection with provision or non-provision of carriage or any transport or service and
- the company will not be liable for inaccuracy in any information concerning transport, services or their pricing whether referred to in the ticket or any other document.
3. CARRIAGE OF INFANTS AND CHILDREN
Please refer to the table below for information regarding the carriage of Infants and Children on Pelican Airlines flights.
|Infants (0 - 36 months)||Child (3 - 11 years inclusive)||Adolescent (12 - 16 years inclusive)|
Infants travel free of charge on Pelican Airlines flights, however when booking you will still need to specify the number of infants travelling with you.
When travelling with infants (0-36 mths) they must be carried in the arms or on the lap of an adult travelling companion. Each infant travelling will require one adult per infant.
Children aged from 3 years to 11 years (inclusive) travelling with Pelican Airlines must occupy a seat with their own ticket.
Children aged from 3 years to 4 years (inclusive) must be travelling in the company of a supervising adult travelling companion.
Children aged from 5 years to 11 years (inclusive) may be permitted to travel as an unaccompanied minor in accordance with condition 3.1 below.
Adolescent children aged from 12 years to 16 years (inclusive) are permitted to travel alone. Proof of age and identification required at check-in.
3.1 UNACCOMPANIED MINORS
Pelican Airlines will accept Unaccompanied Minors for travel in accordance with the policy and procedures outlined on our 'Unaccompanied Minors' page
Unaccompanied Minors are not permitted to travel as Pelican Connex passengers.
4. BAGGAGE ALLOWANCES
The following baggage allowances, which are all-inclusive of both checked-in baggage and cabin baggage, apply;
- Pelican Express: 20kg
- Pelican Flyer: 20kg
- Pelican Saver: 23kg
- Pelican Business: 23kg
- Pelican Flexible: 23kg
- Pelican Connex: 32kg checked-in baggage plus 7kg cabin baggage - Refer item 4.2
4.1 EXCESS BAGGAGE
Additional baggage may be carried (subject to load limitations*), however, excess baggage fees will apply to baggage carried above the passenger's baggage allowance. The current excess baggage fee rate is $5.00 per kilogram in excess of the baggage allowance.
*If meteorological conditions or operational requirements dictate, it may be necessary to restrict passenger's baggage allowances to your inclusive baggage allowance based on your fare. FlyPelican will endeavour to place your baggage on the next available flight.
4.2 PELICAN CONNEX BAGGAGE
Passengers (adults and children only) travelling on the Pelican Connex fare are allocated the following:
- Checked baggage allowance of 32kg. If checked baggage exceeds the weight limit of 32kg, it will attract the excess baggage fee in accordance with item 4.1
- Carry-on baggage allowance of 7kg. Note: The maximum weight limit for the ‘Green Tagged’ baggage is 7kg for one piece or 10kg for two pieces, however, if the carry-on baggage allowance of 7kg is exceeded, any baggage weight carried in excess of this up to the maximum limit of 10kg will reduce the passenger’s overall baggage allowance for total checked-in baggage. Cabin baggage size limits listed in item 5 also apply.
5. CABIN BAGGAGE
Cabin bags need to be able to be placed under the seats. Items must not exceed the following dimensions: Length: 32cm, Height: 20cm and Width: 18cm and a maximum of 4kg.
Cabin baggage that exceeds these dimensions may be 'Green Tagged' and hand carried to the aircraft. The maximum weight limit for the 'Green Tagged' baggage is 7kg for one piece or 10kg for two pieces. 'Green Tagged' baggage will be stowed in the aircraft baggage hold and will be made available on arrival at destination.
All fare classes excluding Pelican Connex: Cabin baggage and 'Green Tagged' baggage will be considered part of the overall baggage allowance of either 20kg or 23kg.
6. CHECKED-IN BAGGAGE SIZE, DIMENSIONS AND WEIGHT LIMITATIONS
Each piece of baggage must not exceed the following weight and dimensions;
- Maximum weight of any one item must not exceed 32 kg.
- Square or rectangular objects: Length: 750mm, Width: 450mm and Height: 500mm
- Elongated objects: Length: 2200mm, Width: 550mm and Height: 230mm
7. TRAVELLING WITH INFANTS OR PERSONAL MOBILITY DEVICES
In addition to the allowable limit FlyPelican will also carry the following items with no additional charge:
- Baby accessories such as a pram and portable cot provided you are traveling with an infant. (Limited to one pram or one cot per infant, up to a maximum of 7kg per infant) Any additional items will be charged as excess baggage.
- Personal mobility devices such as a wheelchair, crutches and walking frame provided you are dependent on them.
8. OVERSIZE BAGGAGE (SPORTING EQUIPMENT AND MUSICAL INSTRUMENTS)
Golf clubs, surfboards, snowboards/skis, other sporting equipment and musical instruments can be carried as part of your baggage allowance. All oversize baggage must be sufficiently packaged and protected for air travel. FlyPelican will not be held liable for any damage that may be caused to oversize baggage, it is recommended that independent insurance is sought prior to carrying any oversize baggage
Surfboards may be carried provided they do not exceed Length: 2200mm (7ft 2in), Width: 550mm (1ft 8in) and Height 230mm. Fins must be removed if possible.
Pelican Airlines should be notified when any oversized baggage is expected to be carried. At the time of booking, passengers are to email the details of their oversized baggage to email@example.com.
In consideration of aircraft capacity limitations and other factors, oversize baggage items may be unable to be carried. Pelican Airlines reserves the right to refuse the carriage of these items at the time of the flight.
9. DANGEROUS GOODS
Civil Aviation Regulations place restrictions on some personal items that, when transported by air, can put people’s health, safety or property at risk – commonly referred to as Dangerous Goods.
Please refer to our 'Dangerous Goods' page.
If you need more information on dangerous goods carriage please refer to the CASA website http://www.casa.gov.au/dg . You may also ask our check-in staff if you have any questions.
10. BAGGAGE CLAIMS
Claims for baggage damaged or lost due to negligence on the part of Pelican Airlines must be reported within 24 hours of the flight arrival at the destination. Claims reported after 24 hours will not be accepted.
For baggage misplaced after 24 hours, Pelican Airlines will reimburse for essential items such as toiletries, underwear and socks. Evidence of these purchases are to be emailed to Pelican Airlines for reimbursement purposes to begin within 72 hours of the item being misplaced.
All claims must be submitted to Pelican Airlines staff at the destination airport, using specific claim forms provided by Pelican Airlines. The damaged baggage must be sighted by a Pelican Airlines staff member with the baggage tag still attached.
Pelican Airlines is not liable for damage to baggage where damage is the result of normal wear and tear (this includes, and is not limited to, scrapes, scratches, damaged handles and wheels). The company is also not liable for damage to straps, handles and other items not part of the baggage structure, overweight items labelled with heavy tags, and baggage if baggage weight exceeds the maximum weight specifications of the manufacturer. Where the manufacturer’s specifications are unavailable the weight limit applied will be 25kgs.
Pelican Airlines accepts no liability whatsoever for loss of or damage to any baggage resulting from the inherent defect quality or vice of goods carried or for loss of or damage to registered baggage not collected by the passenger within a period of twelve hours after the arrival of the aircraft at destination.
Except as provided for under the Law, Pelican Airlines is not liable for loss or damage to, or delay in the delivery of the following goods:
- jewellery and precious metals
- perishable articles
- fragile articles
- business documents
- wallets and purses containing identification and banking cards
- handbags and contents
- mobile telephones
- household and car keys
- other valuables
- two or more items strapped/taped/tied together (items must be checked in individually)
Personal and baggage insurance is recommended.
12. PASSENGER CONDUCT
You must comply with all applicable laws, regulations, orders and notifications in force relating to air transport and all conditions and instructions of Pelican Airlines.
- comply with the applicable laws of the Commonwealth, States and Territories and these Conditions of Carriage;
- be responsible for any damage or loss occasioned by his/her failure to comply;
- not take into the aircraft or include in his/her baggage or goods any items classified as a Dangerous Good
- shall not, while on board the aircraft, consume any intoxicating beverage
For your safety and the safety and convenience of others, you must comply with all lawful instructions issued by a Pelican Airlines crew member. When on board:
- Seat belts must be fastened when seated;
- Passengers must remain seated when directed particularly while the aircraft is moving on the tarmac;
- Electronic devices that may interfere with the flight must not be operated;
- Smoking is prohibited;
- Infant and child restraints must be used as directed; and
- Passengers must generally behave in a manner to which other passengers may not reasonably object.
13. GOVERNMENT AND OTHER TAXES AND CHARGES
Your ticket price may include government and other taxes, charges and fees which are imposed by other entities including government authorities and airport operators. These taxes, charges and fees may constitute a significant portion of the cost of your total fare.
14. TICKETING, FARE RULES & REFUND POLICY
All tickets are issued subject to general conditions of contract and to the terms and conditions of carriage.
Specific fare rules then apply to the ticket and vary depending on the type of ticket purchased. The table below lists the current fares rules for each ticket type that are refundable and/or changeable. Refunds will only be applicable to these fares.
If a ticket has been upgraded from a non-refundable fare class, only the amount paid for the upgrade (ie. A fare difference between the original fare and the flexible fare class) will be refunded.
Please ensure you are fully aware of the specific terms and conditions applying to your ticket before purchase.
Credit Card Surcharge
For flight bookings and administration fee charges, a credit card surcharge fee applies. The current credit card surcharge fee rate applied to the credit card transaction varies depending on the type of card being used.
The current credit card surcharge rates, which applies to the value of the transaction are:
American Express 3.0%
The administration fee is AUD$33 (inclusive of GST). The credit card surcharge will apply to the administration fee.
An administration fee will be charged in accordance with the fare rules, as specified in the table below.
The administration fee also applies to any bookings which are made by telephone (02) 4965 0111. No administrative charges apply when booking online via www.flypelican.com.au
|Fare Name||Class||Flight Change||Cancellation||Fully Refundable||Name Change||Baggage Allowance||Child Fare||Infants|
|Pelican Flexible||Y/F||Pelican Flexible - Flight changes are permitted up to 1 hour before departure. Flight changes must be made by phoning 02 4965 0111 between office hours (9am to 5pm) Monday to Friday. For outside of these hours, an email must be sent to firstname.lastname@example.org notifying us of the change.||Pelican Flexible - Cancellations are permitted up to 1 hour before departure, and are fully refundable. Cancellations must be requested by calling 02 4965 0111 between office hours (9am to 5pm) Monday to Friday. For outside of these hours an email must be sent to email@example.com to notify us of the cancellation. The administration fee will be charged per person, per sector.||Pelican Flexible - Name changes are permitted up to 1 hour before departure. Name changes must be made by calling 02 4965 0111 between office hours (9am to 5pm) Monday to Friday. For outside of these hours an email must be sent to firstname.lastname@example.org notifying the name change.||A Total allowance of 23kgs||
|2 years or less|
|Pelican Business||B||Pelican Business - Flight changes are permitted up to 12 hours before departure. Changes must be made by calling 02 4965 0111 between office hours (9am to 5pm) Monday to Friday. For outside of these hours an email must be sent to email@example.com notifying the change. The administration fee will be charged per person, per sector. If original fare class conditions are unavailable on updated date of travel the applicable fare difference cost will be incurred.||Pelican Business - Cancellations are permitted up to 12 hours before departure, and are fully refundable. Cancellations must be made by calling 02 4965 0111 between office hours (9am to 5pm) Monday to Friday, For outside of these hours an email must be sent to firstname.lastname@example.org to notify us of the cancellation. The administration fee will be charged per person, per sector.||Not Permitted||A Total allowance of 23kgs||
|2 years or less|
|Pelican Saver||M||Pelican Saver - Flight changes are permitted up to 48 hours before departure. Changes must be made by calling 02 4965 0111 between office hours (9am to 5pm) Monday to Friday. The administration fee will be charged per person, per sector. If original fare class conditions are unavailable on updated date of travel the applicable fare difference cost will be incurred.||Lose fare||Non-refundable||Not permitted||A Total allowance of 23kgs||
|2 years or less|
|Pelican Flyer||O||Pelican Flyer - Flight changes are permitted up to Seven (7) days before departure. Changes must be made by calling 02 4965 0111 between office hours (9am to 5pm) Monday to Friday. The administration fee will be charged per person, per sector. If original fare class conditions are unavailable on updated date of travel the applicable fare difference cost will be incurred.||Lose fare||Non-refundable||Not permitted||A Total allowance of 20kgs||
|2 years or less|
Refer item 14.1 below
|Q||Not permitted||Lose fare||Non-refundable||Not permitted||
|2 years or less|
|Pelican Express||W||Not permitted||Lose fare||Non-refundable||Not permitted||A Total allowance of 20kgs||
|2 years or less|
Passengers who fail to complete check in formalities prior to 30 minutes before scheduled flight departure time will be considered a “No-Show”. This will result in their seat and ticketed fare being forfeited.
14.1 PELICAN CONNEX TERMS & CONDITIONS
14.1.1. The Redy2Go passenger transfer service is available to Pelican Connex passengers. Reservations for Redy2Go passenger transfer services can be made for all eligible flights booked as part of a FlyPelican Pelican Connex booking.
14.1.2. The applicable Redy2Go terms & conditions are fully applicable to the Pelican Connex passenger, unless otherwise varied in the Pelican Airlines Conditions of Carriage.
14.1.3. Each Pelican Connex fare paying passenger aged 12 years or over is entitled to receive one, one-way Redy2Go passenger transfer service per flight booked. The Redy2Go passenger transfer service available to the passenger is limited to any one of the following:
- Transfer between one Sydney Airport terminal and another Sydney Airport terminal (eg T2 Domestic to T1 International)
- Transfer from or to Sydney Airport T2 Domestic to / from either the White Bay or Overseas Passenger Terminal (for cruise transfers)
- Transfer from or to Sydney Airport T2 Domestic to / from a hotel / other location within the Sydney Airport precinct or in the Sydney Central Business District (excludes North Sydney)
14.1.4. Pelican Connex passenger transfer services are limited to the above options. Redy2Go are able to provide passenger transfer services outside of the above options, however, the passenger will be required to pay Redy2Go directly for these. Further. additional charges may be applied by Redy2Go if a larger vehicle is required due to the carriage of oversized baggage that has not been pre-advised during the Pelican Connex fare booking process.
14.1.5. Any passengers who are aged 11 years or under must be accompanied by a parent or guardian to use the Redy2Go passenger transfer service.
14.1.6. In the event that the Pelican Connex fare class flight booking is cancelled or a passenger no-shows’, the Redy2Go passenger transfer service will be forfeited.
14.1.7. Pelican Connex passenger bookings must be booked at least 24 hours in advance of the travel. Pelican Connex passenger bookings must be booked by phoning Pelican Airlines Pty Ltd during the office hours of 9AM to 5PM, Monday to Friday (excluding public holidays).
14.1.8. If a passenger is retaining their flight booking but fails to notify Pelican Airlines up to 24 hours in advance of their need to cancel or amend their Redy2Go booking, and the vehicle arrives at the scheduled time of their existing booking, the passenger will have forfeited their Pelican Connex Redy2Go passenger transfer service.
14.1.9. Pelican Connex passengers acknowledge that passenger transfer services are provided by third party suppliers and not by Pelican Airlines. Pelican Airlines is not responsible for the acts or omissions of such suppliers, or for any deficiency in the facilities and services offered. In particular, Pelican Airlines has no liability for loss, personal injury, or death incurred during the use of such facilities and services.
14.1.10. Pelican Airlines reserves the right to withdraw the passenger transfer service from the Pelican Connex product or to amend its terms and conditions at any time. This right is not intended to limit or exclude any rights that the passenger might have under any applicable laws, including consumer laws, which will depend on the relevant jurisdiction.
14.3 REFUNDS ON TAXES AND CHARGES
Whether or not your airfare is refundable, if you do not use your Ticket, you may be entitled to claim a refund of certain charges and taxes which you have paid, except for any we have had to pay to third parties even though you have not travelled. We may deduct a reasonable administration fee. If the fee exceeds the amount of the refund, no refund will be paid.
14.4 WHO GETS THE REFUND AND HOW IS IT PAID?
(a) Any refund will be paid to the person who paid for the Ticket, unless that person has authorised us in writing to pay the refund to someone else.
(b) We will pay the refund in the same way and in the same currency used to pay for the Ticket, unless the fare rules provide otherwise or we agree otherwise.
(c) If the person who paid for the Ticket is not the Passenger, we will not provide a refund without the Passenger's written consent, unless the Passenger is under 18 or the fare rules provide otherwise.
14.5 DEADLINE FOR REFUNDS
Unless an applicable law says otherwise, we may refuse to provide a refund of taxes if it is requested 30 days or more after the ticket cancellation date or the ticket’s travel date.
14.6 PLACING TICKETS ON HOLD
Some fares can be placed on hold (subject to airfare conditions) with an administration fee of $33.00 per person per sector for a 6 month duration. Advance notification is required as per the fare conditions and original fare rules apply. Rebooking is subject to seat and airfare availability.
15. SPECIAL ASSISTANCE
Pelican Airlines require advanced notice of passengers traveling with a disability, and in some circumstances passengers with disabilities may need to check-in earlier or travel with a personal carer. If you require special assistance please contact Pelican Airlines before making a booking.
We currently cater for the following Special Requirements:
- Oxygen and breathing aids
- Companions and Passenger Facilitators
- Assistance animals
- Pregnant passengers
- Baby on Board
- Child and adult harnesses
- Firearms - requires 48hrs prior notice
- Musical instruments
In order to ensure on-time departures every passenger should complete check-in formalities at least 45 minutes and no later than 30 minutes before departure. Failure to check-in within the designated times may result in you being refused carriage on Pelican Airlines
Check-in will close strictly 30 minutes before your scheduled departure time.
Photo identification and a copy of your itinerary are required at the time of check-in.
17. FLIGHT SCHEDULES
Pelican Airlines assumes no responsibility for making connections between or with the flight it offers, and the flights of other airlines or any other form of transport.
Passengers connecting from another airline's flight onto a Pelican Airlines service, are advised to allow a minimum of 2 hours connecting time.
Passengers connecting from a Pelican Airlines flight onto another airline's service, are advised to refer to the individual carrier's check in requirements/minimum connecting times.
For Pelican Connex passengers: Pelican Airlines assumes no responsibility for the Pelican Connex passenger transfer service pick-up or drop-off times, booked or actual. Pelican Connex passengers are solely responsible for determining the connection requirements of any connecting transport service, and for then ensuring that the passenger transfer service booked pick-up or drop-off time is adequate in relation to these requirements.
For safety reasons there is a very small possibility that you may be diverted to an airport other than the original destination. Pelican Airlines will not be liable for any consequential loss, damage, or expenses of any kind arising from such carriage or delay.
Pelican Airlines may need to cancel, or delay and reschedule flights or services due to unsuitable weather conditions, industrial action, technical problems, operational reasons or any event beyond our reasonable control. To the extent permitted by applicable laws Pelican Airlines will not be liable for any losses you may incur as a result of a cancellation, or delay of a flight. Pelican Airlines may, without notice, substitute other means of transport or service suppliers.
These Conditions of Carriage apply to any substituted or altered means of transport or service suppliers.
19. RIGHT TO REFUSE CARRIAGE
If, in the opinion of Pelican Airlines or its agents, you are in breach of the Conditions of Carriage or under the influence of drugs or alcohol, or it is necessary for the safety, comfort or security of other passengers or the protection of property, Pelican Airlines reserves the right to refuse you carriage and may deny you boarding or require you to leave the aircraft or other means of transport, and may if necessary, physically remove you from the aircraft or other means of transport or physically restrain you.
It is a criminal offense not to act as instructed by the aircraft crew once you have passed through a boarding gate.
20. PASSENGER HEALTH
If you have any concern as to your well-being in flight, Pelican Airlines recommends that you consult your doctor before travel and follow the health advice provided by your doctor. In particular, pregnant passengers are encouraged to consult their doctors particularly where there is a complicated pregnancy.
Pregnant passengers more than 28 weeks term will need to carry a letter from a doctor stating you are fit to travel; pregnant passengers more than 36weeks term are unable to travel.
Pelican Airlines will not be liable for any illness, injury or death of any person, including (without limitation) any illness, disability or personal injury to, or death caused or aggravated by your air travel with us where travel posed a risk to you due to your age, physical or mental condition.
Pelican Airlines, government or airport officials may require you to submit to clothing and body searches, or require you to submit your baggage to searches or inspections, and search or inspect your baggage with or without you present.
In accordance with Civil Aviation Regulations, smoking is not permitted on any Pelican Airlines aircraft or in any airport terminal.
This page last updated 01-12-2017
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