This page is where you will find the terms and conditions of Go Travel’s general sales, terms and conditions of plane ticket sales, terms and conditions of accommodation sales, as well as package trip information sheets and terms and conditions of sales. Also take a look at the “Useful tips for travellers”!
Terms and conditions of AS GoTravel travel service sales
1. General provisions
1.1. AS GoTravel, registry code 10113159, address Toompuiestee 37, 10133 Tallinn, phone (+372) 631 0110, e-mail gotravel@gotravel.ee, website www.gotravel.ee (hereinafter Go Travel), is an authorised sales agent of travel service providers and it sells a wide range of travel services across the world. These terms and conditions of travel service sales are applied to travel services available at Go Travel’s sales offices and on Go Travel’s website.
2. Definitions
2.1. Go Travel – a sales agent who mediates the Travel Services of travel service providers across the world.
2.2. Customer – a natural or legal person who places or has placed an order with Go Travel.
2.3. Traveller – a natural person who uses Travel Services under a concluded contract.
2.4. Service Provider – a natural or legal person who provides Travel Services and with whom the Customer concludes a contract for the provision of Travel Services.
2.5. Travel Services – travel packages and individual travel services which Go Travel offers for sale and/or mediates to Customers.
2.6. Order Confirmation – a written document that confirms the conclusion of a contract between the Customer and the Service Provider. An order/pre-sales invoice, a booking overview etc. does not constitute an Order Confirmation.
2.7. Travel Consultant – Go Travel’s representative who provides services to Customers, shares information about Travel Services, advises Customers and prepares the purchase of Travel Services.
3. Sales of travel services
3.1. The Travel Consultant introduces the Customer to the Travel Service purchase possibilities that depend on changing demand and supply in the Travel Services market. The availability of Travel Service places may change rapidly, and Go Travel therefore asks the Customer to keep in mind that acquiring places on the terms and conditions applicable at the time of introducing the purchase possibilities is more probable in the event of prompt order confirmation and payment of the pre-sales invoice.
3.2. Go Travel asks the Customer to thoroughly review the Service Provider’s contract terms and conditions before placing an order, and to inform Go Travel’s Travel Consultant of travel-related special needs or other circumstances that are of importance in the provision of Travel Services.
3.3. The order placed by the Customer in combination with the payment of the pre-sales invoice turns into a binding Travel Service sales contract after the Order Confirmation issued by the Service Provider or Go Travel.
3.4. The contract is not concluded if the Service Provider does not provide its agreement to the Customer’s order (the available places for the desired date have been sold out or the prices have changed). Go Travel informs the Customer thereof and, according to the instructions received from the Customer, returns the paid fee or uses it for fulfilling the order amended by the Customer.
3.5. The possibilities for amending or cancelling an Order Confirmation are limited. The Travel Consultant introduces the possibilities for amending or cancelling a particular Travel Service before the confirmation of an order. The Customer presents his/her/its amendment or cancellation wishes by e-mail. Amendment or cancellation is usually undertaken for a fee, unless the Service Provider has decided otherwise.
3.6. By booking and/or buying the Travel Services, the Customer grants consent for the transmission of his/her/its personal data (including the personal data of other persons for whom and in whose interests the Customer is booking/buying the Travel Services) to the provider of the Travel Services. The Customer is obligated to only submit truthful data to Go Travel and the Service Provider and to be liable for the truthfulness of the data, bearing the potential damage caused by his/her/its mistake.
3.7. Go Travel has the right to decline to fulfil the Customer’s order and to unilaterally cancel the Order Confirmation without prior notice, if the Customer fails to fulfil the payment obligation or comply with the general terms and conditions.
3.8. Go Travel makes the Order Confirmations and other travel documents available to the Customer by e-mail or at a Go Travel office.
The providers of Travel Services have mostly adopted the use of electronic tickets (e-tickets). An e-ticket is a travel document sent by e-mail, which gives the Customer the right to use the Travel Services in accordance with the terms and conditions provided on the ticket. At the Customer’s wish and the Customer’s expense, documents are sent to the address forwarded by the Customer, using courier or postal services. Such sending of documents takes place at the Customer’s liability. At the Customer’s wish, Go Travel translates information in a foreign language into Estonian upon preparing the order.
3.9. Upon receiving the Order Confirmation, the Customer is obligated to immediately check the correctness and conformity of the travellers’ names, travel dates and other important data with the entered data and the booking. It is important to check that the Customer’s data provided in the Order Confirmation are the same as the data in the Customer’s travel document. Technical deficiencies caused by Go Travel or the Service Provider shall be rectified if Go Travel is immediately informed thereof. The rectifying of deficiencies at a later date is either not possible or undertaken for an additional fee.
3.10. By paying for the Travel Services, the Customer confirms his/her/its order for the purchase of the Travel Services and consents to these general terms and conditions, including the terms and conditions of sales of the Service Provider. The Customer is aware of and agrees to concluding a contract for the use of the Travel Services with the Service Provider.
4. Right of amendment of and withdrawal from confirmed Travel Services
4.1. The possibilities for amending or cancelling a confirmed order are limited. In the case of travel services of a lower price class, there are generally no amendment or cancellation possibilities, whereas in the case of a higher price class amendment or cancellation are possible, but generally for an additional fee. If the Customer wishes to amend or cancel a confirmed order, please inform Go Travel’s Travel Consultant thereof by e-mail. The amendment of a confirmed order obligates the Customer to pay all the expenses related to the amendment.
5. Travel documents, visas, health requirements
5.1. The Customer is responsible for the existence of travel documents that meet the requirements. Go Travel and the Service Provider presume that the Customer, including any underage person, holds travel documents (passport, personal identification document, visa, vaccination certificate) for both the destination country and the transit countries.
5.2. At the Customer’s request, Go Travel specifies the requirements for travel documents, but it does not assume responsibility with regard to their future applicability, as these may change without prior notice.
5.3. Citizens of different countries may have different requirements for visas and travel documents. The Travel Consultant provides primary information to this end. More detailed information is given by embassies and the Ministry of Foreign Affairs.
5.4. It is within the sole competence of the destination country to decide on permitting or not permitting a person into the country, even if the person has all the necessary documents for entry into the country.
5.5. Estonian citizens can access more detailed information on travel documents and the terms and conditions of entering foreign countries on the website of the Ministry of Foreign Affairs here.
5.6. In order to enter certain countries, travellers have to prove they have received a course of vaccination. Information about regions of infectious disease risk together with vaccination recommendations has been made available online.
6. Liability and applicable law
6.1. Go Travel is responsible for the organisation and preparation of the sales of Travel Services and for forwarding the information prescribed by the Service Provider to the Customer.
6.2. Go Travel is not liable for the fulfilment of the Service Provider’s obligations arising from the contract concluded between the Customer and the Service Provider, including for the content and validity of the sales promises made by the Service Provider. Furthermore, Go Travel is not liable if the Service Provider backs out of its sales promises or changes the price or terms and conditions of the Travel Services at any time. Go Travel is also not liable if the Service Provider decides to suspend or terminate the sales and/or provision of the Travel Services without prior notice.
6.3. The legal relationships between the Customer and Go Travel are subject to the legal acts of the Republic of Estonia; court disputes are within the jurisdiction of Harju County Court.
6.4. The legal relationships between the Customer and the Service Provider are subject to the legal acts of the country designated by the Service Provider and, in the case of the international provision of services, the provisions of international law.
6.5. In the application of the law of the Republic of Estonia, the Customer has the right to rely on the legal remedies established in the Law of Obligations Act (demand the fulfilment of obligations; refuse to fulfil his/her/its owed obligations, demand compensation for damage, withdraw from or cancel a contract, reduce the price, charge a penalty for late payment in the case of a delay in the fulfilment of a financial obligation).
7. Submission of complaints
7.1. The Customer must immediately notify Go Travel of questions or problems related to the Travel Services that have arisen before the commencement of the trip. If during the trip the Customer finds that the Travel Services do not meet the terms of the contract, the Customer must immediately inform the local Service Provider and Go Travel thereof.
If no solution is found on the spot, a written complaint must be filed as soon as possible, but no later than within seven (7) days after the end of the trip or the end of the provision of the purchased Travel Services and no later than within two (2) weeks from learning of the incident. Complaints that are not filed within the required term are expired.
A written complaint must be sent to the contact details provided in the header of these terms and conditions of sale or to the e-mail address tagasiside@gotravel.ee. Proof of violation of the contract as well as documents proving additional expenses and possible damage must be added to the notification. In the case of non-conformity of the services according to the agreed terms and conditions, the Customer has the right to rely on the legal remedies established in the Law of Obligations Act (demand the fulfilment of obligations; refuse to fulfil his/her/its owed obligations, demand compensation for damage, withdraw from or cancel a contract, reduce the price, charge a penalty for late payment in the case of a delay in the fulfilment of a financial obligation).
7.2. Every attempt is made to resolve disputes by way of negotiations. If no agreement can be reached, disputes related to consumers are resolved out of court by the Consumer Disputes Committee at Pronksi 12, 10117 Tallinn, phone (+372) 620 1707. The Committee’s website and rules of procedure are available at https://ttja.ee/en/consumer-disputes-committee.
8. Consent to processing personal data
8.1. By placing an order, the Customer grants Go Travel consent to the gathering and processing of his/her/its personal data (except for sensitive personal data) for the purposes of creating a customer relationship, offering for sale, selling and providing Travel Services, and concluding, fulfilling, amending and terminating contracts. The Customer agrees that the transmission of personal data to third persons, including to the provider of Travel Services and/or persons who are related to the provision of Travel Services, is allowed, but may only take place in the manner established in the Personal Data Protection Act. The Customer is aware of his/her/its right to receive information at any time about the personal data gathered with regard to him/her/it and the transmission thereof; to request the rectification of incorrect data; the termination of processing and the deletion of data, if such is in accordance with legal acts.
8.2. Upon booking and buying a plane ticket, the air carrier sends the Customer’s booking information, in accordance with the State Borders Act, to the Police and Border Guard Board for processing for the purpose of the performance of duties aimed at processing, detecting and preventing terrorist crimes and other serious crimes. Booking information will be stored for 5 years and personified data will be stored for 2 years from the receipt of the data.
Booking information is understood to mean information concerning the air passenger and the flight, which the airline company gathers from the Customer for the fulfilment of the booking. Above all, booking information contains information about the booking and the related procedures, the personal data of the air passenger and the persons travelling together with him/her, overall flight data, the air passenger’s contact details and data concerning the payment for the booking.
In connection with the transmission of booking information, persons have all the rights arising from the Personal Data Protection Act.
Terms and conditions of plane ticket sales
These terms and conditions are applied to the sales of plane tickets as a separate travel service. Booking or buying plane tickets from Go Travel means the acceptance of these terms and conditions by the Customer.
Price offer for plane tickets
The price offers for plane tickets made by Go Travel to the Customer are always based on the prices applicable and the availability of seats at the time of making the offer. Both the prices and the availability of seats change constantly, and Go Travel cannot guarantee the availability of tickets at the offered price if the Customer wishes to book or buy tickets.
The longer the time between making an offer and the expression of the Customer’s wish to book or buy tickets is, the more probable any possible changes in the prices or the availability of seats are. We recommend that you inform us of your wishes as promptly as possible in the event of a suitable price offer. When the names of all the passengers are known to us, we can make a booking together with the price offer. In such a case, please notify us whether you are interested in holding a booking – if several places are booked for one passenger on the same flight, the airline company may cancel some or all of them.
Plane ticket booking
A booking made by Go Travel means the blocking of seats in the booking system in the name of the passenger(s) specified by the Customer. Upon booking seats on a plane, Go Travel acts on the basis of the Customer’s wishes with regard to the price, flight times and the airline companies used. A booking gives the Customer the prerogative to buy the chosen tickets within a limited period of time.
A booking does not entail direct financial obligations for the Customer and the airline company and does not guarantee flight times, prices, price rules or the availability of seats. Airline companies may at their own discretion change or cancel bookings with non-purchased tickets, without the airline company or Go Travel thereby having any obligations to the Customer. If necessary, an airline company may also demand that the tickets be purchased before the term otherwise prescribed by the respective price rule.
Tickets booked at a discount price must generally be bought within a limited period of time in accordance with the rules applicable to the specific price. The lower the ticket price, the greater the probability that the ticket has to be bought immediately or within a very short time after booking. To avoid possible price changes, it is always recommended that you purchase the plane ticket on the day of booking. There are also airline companies and prices in the case of which booking seats is not possible and the only way to obtain a ticket is to purchase it right away.
Bookings that are not purchased by the due date become invalid. If a Customer wishes to obtain a ticket for the same flights after the purchase term has expired, the Customer must make a new booking on the basis of the seats and prices available at that time.
Plane tickets
An issued plane ticket (whether electronic or on paper) is a contract between the airline company (the carrier) and the Customer (a passenger). The contract enters into force from the moment of the ticket being issued and pursuant to the contract the airline company undertakes to transport the passenger on the route indicated on the ticket.
The more detailed terms and conditions of use of the ticket (amendment, cancellation, stop options, etc.) depend on the price rules of the chosen ticket.
Flights must be used in the order indicated on the ticket and only by the person in whose name the ticket has been issued.
Upon selling a ticket, Go Travel acts as an authorised agent of the respective airline company and is responsible for the correct preparation of the ticket.
Upon receiving the tickets, the Customer must always thoroughly review them and immediately inform Go Travel upon discovering any mistakes. The correction of mistakes may not necessarily be technically possible, if we are not informed of them within the same day. In the case of all possible disputes, rely only on written documents at all times (offers, travel plans, ticket confirmations, etc.).
If a passenger does not turn up for a flight on which he/she has a confirmed seat, the airline company may also cancel all subsequent flights on that ticket. Interrupting a trip and receiving checked baggage in a transit city may not be allowed under the price rules, and in such case the airline company may charge an additional fee, if necessary.
Checking in for a flight
A passenger must check in for a flight and arrive at the gate of the departing flight at the right time. A passenger who arrives late may not necessarily be allowed board the plane, and the further use, amendment or return of the existing ticket may not necessarily be possible.
Check-in usually closes 30 to 60 minutes before departure, depending on the airport and the airline company. As standing in various queues and security checks also take time, we recommend that travellers arrive at the airport 2 to 3 hours (even longer in certain cases) before the planned time of departure, considering the local traffic conditions. This time can be shortened a little by checking in for the flight online and/or using higher service classes.
The boarding pass issued upon checking in also indicates the time by which you have to be at the gate of the departing flight – this may be significantly earlier than the time of departure of the respective flight. We would like you to keep in mind that changes may be made on an ongoing basis in times of departure, gates and even airport terminals, and passengers must keep up to date with such changes via information displays or announcements.
We recommend that travellers check in online on the day preceding the trip at the latest, if at all possible. Some airline companies may charge an additional fee for checking in and/or issuing a boarding pass at the airport.
Passengers’ baggage
If a Customer has a plane ticket, he/she has the right to take along a certain amount of baggage checked for the entire duration of the flight without paying an additional fee, plus some hand baggage. The weight and in certain cases also the dimensions of the permitted baggage are specified on the website of each airline company. Baggage may not contain forbidden items. Certain types of baggage (sports equipment, musical instruments, pets, etc.) may be subject to special requirements and may not necessarily be included in the permitted12 baggage limit.
Airline companies are liable for the baggage given into its care, but the extent of their liability is limited.
Go Travel lacks any possibility to influence the work of the airline companies’ baggage service and from resolving complaints that may arise from baggage being delayed, damaged or lost. Any possible complaints must be submitted directly to the airline company, preferably before leaving the airport.
In the case of some airline companies, the baggage fees (including for hand baggage) may have a significant impact on the final cost of the trip; this should be taken into account when comparing prices before buying tickets.
We recommend that you keep more valuable items (cash, jewellery, electronics, etc.) in your hand baggage. At the same time, you should keep in mind that transporting certain items (cosmetics, liquids, flammable substances, sharp instruments, etc.) in hand baggage may be restricted or even forbidden.
Please check the baggage requirements of specific tickets with Go Travel’s Travel Consultant.
In the case of connecting flights that are on the same ticket, baggage can usually be checked in until the final destination of the ticket. We recommend that you plan enough time for connecting flights, so you can retrieve your baggage in a transit city, if necessary.
Connecting flights, flights on the same ticket
The airline company is responsible for delivering the passenger to the final destination within the limits of one ticket (contract of carriage), provided that the minimum connecting times have been complied with when preparing the ticket. In the event of a passenger not catching a connecting flight due to changes in flight schedules or the cancellation or delay of a flight(s), the airline company is obligated to offer alternative connections within the route of the ticket, or the return of the ticket price.
In selling tickets with connecting flights, Go Travel uses the minimum connecting time information provided in booking systems. When flights are on the same ticket, the airline company whose flight deviates from the schedule is responsible for delivering the passenger to the final destination in the case of delays or cancellations of flights. Further transport may also take place using another type of transport; no specific time limits have been established to this end and the airline company does not have to compensate for any additional incurred costs (hotels, meals). The airline company’s liability does not extend to cases where the flight fulfils the schedule, but the passenger still misses the connecting flight (e.g. due to security check queues, getting lost in an airport, etc.).
In the event of flights fulfilling the schedule, passengers are responsible for catching connecting fights on time. In order to avoid risks, we recommend that you choose connecting flights that leave a considerably longer interval between flights than the allowed minimum, if possible.
Connecting fights, using separate tickets
Using separate plane tickets on the same trip may in many cases save money, allow passengers to combine travel with airline companies that have no mutual contracts for placing flights on the same ticket, and to stop for longer in transit cities where connections included on one ticket do not allow stops.
In the case of separate tickets, the airline company’s liability for possible changes in schedules, delays or cancelations of flights only applies within the extent of one ticket (contract of carriage). Catching connecting fights or other means of transport under a different contract of carriage is solely the passenger’s responsibility.
It is always safer to use one ticket for the entire trip. However, this is sometimes not possible due to a lack of contracts between airline companies or because of the pricing policy of an airline company.
When using separate tickets on one trip, we recommend that you plan to leave plenty of time between connecting flights. Considering that upon travelling with separate tickets airline companies may not necessarily allow passengers or baggage to be checked in farther than the destination of flights included on one ticket, and passengers can therefore not stay in the security zone, you should leave at least 2 to 3 hours between flights. If necessary, you can stay overnight or stop for longer in transit cities.
Many risks related to the use of separate tickets can additionally be mitigated by buying separate travel disruption insurance cover.
Flight plan, delays, cancellations
The times of departure and arrival of flights specified on the ticket and in the travel plan are estimated and do not form a part of the contract of carriage. Flights may be delayed or cancelled due to weather conditions, for technical reasons or for other reasons.
In the case of possible travel disruptions, airline companies are not liable to passengers for costs related to using or not using the services of possible third persons. Potential lost income or moral damage related to delayed arrival at the destination or the cancellation of a trip are also not compensated.
As air transport is very dependent on technical and weather conditions and the safety of passengers is always of primary importance, possible delays and the cancellation of flights cannot be avoided in every situation. Considering this, we recommend that you always plan trips of critical importance with sufficient time to spare and using tickets with flexible terms and conditions, so that possible disruptions in the departure of flights cannot spoil the objective of the trip.
Airline companies may change their schedules and cancel flights, by giving at least 2 weeks’ prior notice thereof. Schedules can also be changed at shorter notice due to circumstances which are beyond the airline company’s control. Neither the airline company nor Go Travel bears any liability with regard to bookings that have not been turned into tickets, and they do not guarantee the availability of new seats at the same price.
To customers who have a ticket for a cancelled flight, the airline company offers either the return of the ticket price or alternative transport to the destination without an additional fee.
Airline company not permitting a passenger on a flight
If a flight is oversold, airline companies may not allow a passenger with a confirmed seat on board even if the passenger has checked in and arrived at the gate of departure on time.
An airline company may without any compensation also refuse to transport a person who is visibly intoxicated or does not obey the order of the airline company’s staff or whose provocative behaviour poses a threat to fellow passengers or to flight safety.
Protection of rights
Upon entering or leaving the territory of the European Union as well as upon using the services of airline companies inside the European Union, the rights of passengers are protected by Regulation (EC) No 261/2004 of the European Parliament and of the Council about the rights of airline passengers. The rights of passengers are above all protected in connection with changes in flight times, including flights being delayed or cancelled, as well as when passengers are denied boarding. The full text of the Regulation is available here.
Consumers’ right to withdraw
Pursuant to the Law of Obligations Act, withdrawing from distance contracts concluded for the transport of passengers is not allowed, as the contract stipulates the provision of services by a certain date or within a certain term, or the conclusion of the contract means booking certain equipment for which it is difficult to find a new user in the case of withdrawal.
Consumers must take into account that upon buying a ticket via means of communication (distance ticket) or at a travel agency, the consumer does not have the right to cancel and/or return the ticket free of charge within 14 days, regardless of the reasons.
Submission of complaints
Please read Section 7 of the Terms and Conditions of Go Travel’s Sales
Consent to processing personal data
Please read Section 8 of the Terms and Conditions of Go Travel’s Sales
Terms and conditions of accommodation sales
Ordering accommodation
Upon buying accommodation services, the Customer concludes a contract with the accommodation undertaking. Under the contract, the accommodation undertaking is obligated to provide the services set forth in the contract on the agreed terms and conditions. The Customer must comply with the terms and conditions of service provision and the house rules established by the accommodation undertaking. The respective terms and conditions and the house rules are published on the website of the specific accommodation undertaking. Go Travel forwards possible special wishes (e.g. , adjacent rooms, rooms located higher or lower) to the accommodation undertaking. The fulfilment of such wishes may not necessarily always be possible, and accommodation undertakings therefore do not charge a fee for fulfilling special wishes, nor do they guarantee the availability of services with special wishes.
Checking in and checking out
Upon arrival at an accommodation undertaking, the Customer must check-in. For this, the Customer has to present a booking confirmation or a voucher and a personal identification document and fill in a check-in form. In most countries, the earliest possible check-in time at accommodation undertakings is 14:00 to 18:00. If the Customer plans to arrive at the accommodation undertaking after 18:00 on the first day of accommodation, the accommodation undertaking or Go Travel must be given prior notice thereof. Upon later arrival and failure to give notice of such, the accommodation undertaking may cancel the booking and release the room.
Depending on the hotel, check-out takes place from 11:00 to 13:00. Late departure is possible only if rooms are available and may be subject to an additional fee.
Amending and cancelling accommodation
All amendments and cancellations related to hotel accommodation before and during the trip must be made via Go Travel and these are subject to time limits. Amendments and cancellations made at the hotel may cause problems later on and do not constitute a basis for claims for compensation.
Go Travel informs the Customer if the terms and conditions for amending and cancelling differ from the aforementioned ordinary terms and conditions. The Customer is not sent an additional notice or reminder before the arrival of the term for amending or cancelling. Complying with the term is therefore the Customer’s own responsibility.
Resolution of problems
If any problems arise, we recommend that you contact the hotel reception right away. Many situations are resolved most promptly and operatively this way. In the case of bigger problems (e.g. the hotel does not find your booking), you must always use the contact phone number indicated on the voucher.
Credit card as security
Hotels require credit card details as security (or a cash deposit in the absence of a credit card). Above all, this is for covering on-the-spot expenses, e.g. the mini bar and the paid TV channels. The hotel may reserve a certain amount on the card, which will be released after your departure from the hotel.
Mediation of package tours
Go Travel mediates the package tours of the major Estonian tour operators and some package tours of nearby countries and complies with the travel terms and conditions established by the respective tour operator.
Upon buying a package tour, the Customer concludes a package tour contract with the tour operator who will be responsible for the proper conduct of the package tour in accordance with the descriptions and terms and conditions set forth in the package tour contract. Go Travel mediates the information shared by the tour operator about the package tour description. Before concluding a package tour contract, the Customer must review the terms and conditions of the package tour/the package tour contract established by the tour operator.
The Customer is responsible for organising his/her timely arrival at the starting point of the package tour indicated in the tour operator’s trip confirmation, as well as his/her return from the end point of the package tour. At the Customer’s request, Go Travel provides information on different options for getting to the starting point of the package tour and from the end point to the desired destination. The Customer chooses the suitable passenger transport service. When making the choice, please be sure to make allowances for possible obstructions and delays, including extraordinary weather conditions, traffic jams and breakdowns. If the Customer arrives late at the starting point of a package tour due to reasons dependent on himself/herself, the tour operator may cancel the concluded package tour contract. In such case, the tour operator is not obligated to return the paid cost of the trip to the Customer.