Log in
This field must be filled
This field must be filled

Terms and Conditions

  1. Use of Website
  2. The contract
  3. Limitation of Liability
  4. Links to other Websites
  5. Traveling abroad
  6. Modifying your booking
  7. Airtickets
    1. Reservation and ticketing
    2. Exchange policy
    3. Refunds policy
    4. Charter flights
    5. Rules for purchasing combined flights consisting of separate flights
    6. Service fees
  8. Hotels: Booking, payment, changes and cancellation
  9. Additional services
  10. Payment
  11. Confidentiality and personal data
  12. Final provisions

Please read these Terms and Conditions before using city.travel website and/or “City.Travel” mobile application for iOS/Android (hereinafter, “ The Website”) and making any booking. When you make a purchase on the Site, you agree to accept these Terms and Conditions, including those accessible via integrated links.

1. Use of Website

1.1. This Website is available to all users (hereinafter referred to as the “User” or “You”), subject to these General Terms and Conditions (hereinafter referred to as “T&Cs”) for the sole purpose of gathering information about travel, determining of travel associated services provided by relevant suppliers, booking and/or purchasing such services . When you make a purchase of any service on the Site or otherwise use this Site, you agree to accept these Terms and Conditions.

1.2. The services under this Agreement are performed by CITYTRAVEL DMCC, Company with Registration Number DMCC-178975 (hereinafter referred as “City.Travel”, “we”, “us” or “our”).

1.3. The User hereby declares that

  • he or she is an adult (at least 18 years of age) and has the legal capacity to be bound by this agreement and to use this Website in accordance with these T&Cs. City.Travel expressly warns the User that by using the Website to make a booking/reservation, he/she is concluding a contract with payment obligations.
  • all information he or she provides to access this Website and while using it is true, complete and accurate, and he/she agrees to keep it updated.

1.4. The User agrees not to use this Website for illegal or prohibited purposes. In particular, the User accepts that he or she will only use this Website for him/herself and that the products or services purchased through this Website will be for his or her own use or consumption, or the use or consumption of persons on behalf of whom he or she is legally authorised to act. The User shall not resell to third parties products or services purchased through this Website.

1.5. When booking and purchasing services for yourself and/or others, the User agrees not to duplicate reservations and orders.

1.6. City.Travel reserves the right to deny access to the Website at any time without prior notice at any time.

1.7. The city.travel website contains many functions that are available to the user through a specific part of the website interface or other online tools such as email, mobile application. We provide You with access to these features of the Site, provided that it was planned and authorized by Us.

1.8. The City.Travel account provides You with limited access to additional functions of the Site, such as tools for managing your current and past reservations or storing data necessary for making reservations in the future.

1.9. You can access the City.Travel Personal Account linked to your email address by logging in through the website / mobile application interface, provided that you have previously made a reservation on the Site using your email address, or you have created your City.Travel account via the website interface with your email address.

1.10. You accept that the Personal Account is created automatically when making a reservation on the Site.

2. The contract

2.1. The term “Travel Supplier” includes as appropriate airlines, tour operators, package holiday suppliers, hotels, and hotel aggregators, other accommodation suppliers, insurance suppliers, etc.

2.2. City.Travel provides service of reservation of air transportation (a fixation of a passenger seat to carry a passenger, or a baggage for a certain date and certain flight) and hotel accomodation with issuance of air tickets, booking confirmations and travel insurances according to the rules of the Travel Suppliers.

2.3. The City.Travel service is considered fulfilled upon the provision of information to the client that identifies the ordered service in the Supplier's system:

  • air tickets for regular flights - e-ticket number and/or booking numbers (PNR) of the airline,
  • charter flight - confirmation of booking a passenger seat with a reservation number,
  • insurance service - insurance policy numbers,
  • hotel accomodation - accommodation booking confirmation number,
  • other additional services - other related information about the purchased service.

2.4. City.Travel makes the booking on your behalf and your contract will be subject to the Travel Supplier's terms and conditions, which could limit or exclude liability to you (in accordance with various applicable international conventions).

2.5. You understand that any violation of the Supplier's rules may lead to cancellation of the reservation and refusal to provide goods or services without refund of the previously paid cost. By making a purchase, you agree to all applicable terms, conditions and restrictions of the Supplier.

2.6. The funds received by City.Travel in payment for the Travel services are the property of the Travel Suppliers.

2.7. The entire responsibility for carriage and accommodation shall be laid upon the airlines/railroads performing such transportation and accommodation providers.

2.8. Alteration to your booking (cancellation and/or modification) are processed in accordance with Travel Supplier’s rules and fares and performed by City.Travel as separate services. It therefore may not be possible to cancel or modify products or services ordered, or there may be specific requirements you will have to meet in the event that you make any alteration to your booking.

2.9. City.Travel holds the right to charge service fee for performing the booking modification/cancellation services to cover the administration costs incurred. Refund to the client is performed after the calculated amount is reimbursed to City.Travel by Travel Provider, and the fee can be deducted from this amount.

3. Limitation of Liability

3.1. City.Travel offers this Website as-is and exercises reasonable skill in respect of its updating, maintenance and functioning, but it makes no guarantees as regards technical faults, service infallibility, or that the system or portal will function at all times.

3.2. City.Travel holds the right to make corrections and changes to our platform at any time.

3.3. City.Travel publishes on its Website various information about the products and services provided and offered by third parties, and it can make no representations about the truthfulness, accuracy, completeness and updating of the data contained in such offers (in particular, the availability of seats under chosen fares, hotel rooms) that are provided by our Partners and Suppliers.

3.4. City.Travel is not responsible to the Client for the quality and security of communication channels used by the Client when using the Website, or for any damage caused to the Client as a result of using low-quality or unsecured computer systems and communication channels.

3.5. City.Travel does not guarantee the quality, volume, timeliness and performance of the services provided by the Suppliers and ordered by the Client through the Website, and shall not be liable for a refund of any money and shall not reimburse any indirect or direct costs of non-compliance with service rules by the Supplier, including but not limited events of any delay, carryover or flight cancellation, excess booking, strike, force majeure circumstances, no receipt of cash as a result of actions (or inaction) on the part of payment systems, credit and/or banking organizations, as well as any other reasons beyond the direct control of City.Travel.

3.6. City.Travel has the right to engage third party organizations, including those located in the territory of where the Client makes their claim, in order to provide Clients with consulting and information services in relation to search, reservation, purchase, payment, exchange, refund, cancellation of services and other matters. At the same time, the cooperation with such 3rd party organization by City.Travel does not mean that City.Travel operates in the country and/or region of its l, and does not mean that the third party organization represents City.Travel.

3.7. The limitation of liability of City.Travel is in accordance with the current applicable legislation and particularly in terms of the sectorial regulations of travel agencies. In any case, City.Travel assumes no liability for any damages arising directly or indirectly from the purchase of a product or service offered on its Website.

3.8. City.Travel is not responsible for ignorance and/or non-compliance with applicable laws by Clients, Travel Suppliers and any third parties. Clients bear their independent responsibility for compliance with the effective norms, including, but not limited to, the norms of applicable legislation, international treaties, rules established by Travel Suppliers, including provision all necessary information and documents required by Travel Suppliers for rendering services and payment for the respective services.

3.9. To the extent that despite the restrictions above, City.Travel acknowledges responsibility for damages or losses that have arisen and are in any way related to any of the cases described above, under no circumstances the liability of City.Travel shall exceed in aggregate the agent's remuneration for rendering services on behalf of the relevant Supplier or one hundred euros (EUR 100) or the equivalent in local currency at the rate of the Central Bank of the country.

4. Links to other Websites

4.1. ЕThe City.Travel Website may contain links to other Websites that are not managed by City.Travel, which are included only for reference purposes. City.Travel does not exercise any control over these Websites nor is it responsible for their content.

4.2. The inclusion of links to other Websites does not imply that City.Travel promotes, vouches for, guarantees or recommends these sites. These links are only used as informative references, without any valuation of the content, owners, services or products offered therein.

4.3. We recommend that all possible precautions are taken before using other websites.

5. Traveling abroad

5.1. You agree to assume all responsibility for the preparation of all necessary documents for the trip, guarantee the correctness and completeness of the documents required for departure and arrival, as well as for a transit flight throughout the whole route, the availability of any necessary visas, valid passports, powers of attorney or other documents.

5.2. City.Travel is not responsible for ignorance or non-compliance by the passenger with all necessary requirements of the country of departure and the country of arrival. Before buying and travelling, make sure you have all the necessary documents and visas. For more detailed information, please visit http://www.iatatravelcentre.com/ and read the information provided on the website of the Ministry of Foreign Affairs of the country of citizenship.

5.3. When purchasing tickets for international destinations, City.Travel does not guarantee that travel in certain areas is safe. City.Travel is not responsible for damages or any losses that may arise as a result of such a trip.

6. Modifying your booking

6.1. City.Travel provides services for cancellation, change, return of previously purchased services, as well as services for correcting personal data in reservations (name, date of birth, citizenship, identity document data) at the request of the Client.

6.2. Any changes to the booking are made in accordance with the fares and rules of the Travel Supplier, regulated by agency agreements and other legal acts. City.Travel has the right to collect a Service Fee for the provision of these services to cover administrative costs.

6.3. Please use these 3 channels to make any changes to your booking:

7. Airtickets

7.1. Reservation and ticketing

7.1.1. Before buying a ticket, you must familiarize yourself with the terms of the IATA agreement http://www.iatatravelcentre.com/tickets, requirements of the current legislation, as well as the fare rules, the terms of refunds and exchange of the chosen service/fare available on the official website of the airline. Fare rules set by airlines are displayed on the order page in the form in which they are provided by the global distribution system and the airline.

7.1.2. You agree to comply with fare rules the terms, conditions and irestrictions imposed by the Travel Suppliers from which you purchase the product or service regardless of the language of publication of the rules.

7.1.3. The supplier can unilaterally and without notice cancel the reservation or the order issued upon detection of "double booking" (where more than one reservation is made per specific client for the same flight for one or several dates). In order to avoid double-booking, we recommend that you cancel any existing duplicate reservations before purchase and do not create new ones after placing the order.

7.1.4. When making an order you must enter only valid and complete data. Please note that due to the specifics of the operating principles of global distribution systems and booking systems of Travel Suppliers, changes to the data of any of the passengers in the booking might be prohibited. In this case change can lead to the order/ticket cancellation, and the refund according to the Supplier’s fare rules.

7.1.5. ВIn the case of booking flights regardless of the direction and/or regardless of the presence or absence of multi-destination flights, air tickets can be issued on different forms, including in cases where all flights are operated by one airline.

7.1.6. You accept that in the case of issuing separate air tickets within one order, the fare rules, baggage allowance and carry-on baggage are applied separately to each ticket and cannot be the same for the entire route. In case of order exchange/refund, the Client shall request change/refund of the order shall be made for each air ticket. The fare rules are applied to each air ticket separately.

7.1.7. Flights for unaccompanied minors, passengers who are not able to move independently, passengers who are blind and/or deaf, women in final months of pregnancy should be booked and processed only in the offices of the airlines or their representatives. In the case of purchasing air tickets for the above categories on city.travel website, you are responsible for the possible risks and costs associated with the refusal to carry a passenger by the airline and / or collection of additional fees at the airport for rendering additional services.

7.1.8. You accept that in some cases, upon checking in at the airport for a flight, you may need to presentva bank card used to pay for the air tickets, and you agree to provide the original card along with an identity document at the request of the airport staff.

7.1.9. In case of violating the procedure for using flight segments in a ticket issued on one form, the Supplier has the right to cancel the reservation for the subsequent flight segments of the route or the return flight. A flight segment is part of the flight route which includes one direct flight between two points. The violation of the procedure for using flight segments is the purchase of a ticket on a route that includes several flights, and the use of only part of the specified route at the option of the Client. Non-arrival for flight registration ("no-show") for multi-segment tickets by the Client is recognized as a procedure violation by the majority of Suppliers, and the Supplier reserves the right to withdraw bookings from all subsequent flights.

7.1.10. You accept that if a single cost is indicated in the itinerary receipt of an air ticket for all flight segments, regardless of their number, the cost is determined for the entire order and cannot be divided by Client's request.

7.1.11. You accept that in some cases delayed issuance of air tickets is possible. City.Travel notifies the Client about the postponed issuance of air tickets by changing the order status to the status “Pending” in case of impossibility of automatic issuance and the need to check the validity of the price offer and the availability of flights manually. City.Travel does not guarantee the Client the issuance of air tickets for an order that has the status "Pending", and reserves the right to unilaterally cancel the order within 24 hours if the issuance of air tickets is impossible for reasons beyond the control of City.Travel (technical restrictions global distribution systems, lack of seats, increase in ticket prices, cancellation of reservations by the airline, etc.).

7.2. Exchange policy

7.2.1. City.Travel provides services for the price calculation and exchange of air tickets by Client's own initiative (hereinafter - Voluntary exchange), as well as for reasons beyond the control of the Client (hereinafter - Involuntary exchange).

7.2.2. City.Travel charges service fee for the exchange of air tickets in accordance with the tariffs listed in the Service Fees Section.

Voluntary Exchange

7.2.3. If the Client requests to change the departure parameters (change of the departure date, flight, direction) on their own initiative, City.Travel calculates the voluntary exchange, based on rules of the applied fare, the general policy of the airline, as well as the applicable rules at the level of the legislation of the country of departure / destination, and IATA rules.

7.2.4. City.Travel does perform service of route search and selection to reduce the costs of exchange for the Client, and calculates the exchange only on the condition of receiving a clearly formulated request indicating a specific date, route and flight (s).

7.2.5. You accept that in the event of a voluntary exchange, an additional charge may be applied to one or more components, such as the difference in the cost between the initial tariff and the tariff available at the time of the calculation, the difference in the cost of airport taxes and fees, a fine of the airline and the service fee of the agency. City.Travel provides client with complete breakdown of charges for the exchange of each air ticket and the final amount of surcharge.

7.2.6. You accept that the voluntary exchange of an air ticket is allowed for the flight (s) under the code of the same airline, for the flight (s) of the partner airline that is member of a Group of Companies and / or is the parent / subsidiary of the airline which stock was used to issue the original ticket.

7.2.7. ВYou accept that the actual exchange of air tickets is made only after receiving the Client's consent (written or verbal by phone) and 100% the prepayment of the calculated amounts.

7.2.8. You accept that the calculated cost of the surcharge may change at any time due to the lack of seats at the calculated rate, changes currency exchange rate and other reasons. City.Travel is not responsible for the increase in the amount of the pre-calculated surcharge, does not hold space to guarantee the cost of the exchange and does not cover the costs incurred.

7.2.9. You accept that the voluntary exchange service may be refused if, in accordance with the rules of the applicable fare, the ticket cannot be exchanged.

7.2.10. You accept that regardless of the rules of the applied fare, City.Travel reserves the right to refuse the service for calculating the exchange and / or performing it in the following cases:

  • less than 24 hours before the departure of the flight (original or requested)
  • the requested air tickets were previously exchanged through the airline
  • system there is no technical possibility of exchange in the global distribution (deactivation of the airline, absence / incorrect publication of flights, technical restrictions imposed by the airline, etc.).

Involuntary Exchange

7.2.11. In case of a client's request to exchange air tickets for reasons beyond the control of the client, City.Travel performs involuntary exchange of air tickets according to the airline's policy, as well as the rules adopted at the level of the legislation of the country of departure / destination and IATA regulations.

7.2.12. The reasons for involuntary exchange are:

  • flight cancellation,
  • significant flight delay,
  • violation of the connecting time at the transfer airport, excluding the situations where each leg of the flight has separate air ticket.

7.2.13. City.Travel makes a voluntary exchange of air tickets for flights offered by the airline in agreement with the passenger, or chosen by the passenger, if the latter does not contradict the airline's rules.

7.3. Refunds policy

7.3.1. City.Travel provides services for technical order cancellation (VOID), calculation and performing air ticket refunds requested by clients on their own initiative (hereinafter - Voluntary refund), as well as for reasons beyond the control of the Client (hereinafter – Voluntary refund).

7.3.2. You accept that, depending on the airline's policy, refunds for unused air tickets can be made either to the original form of payment or in form of a voucher or electronic certificate for future travel.

7.3.3. You accept that in case of refund of air tickets to the original form of payment, City.Travel makes the actual transfer of funds after the completion of mutual settlements with the Suppliers. The standard term for the transfer of funds is about 60 working days after the written confirmation of the refund, while the maximum possible timeframe is not regulated.

7.3.4. You accept that in the absence of the technical possibility of performing a refund on the City.Travel side, the refund is requested from the airline, and in this case timeframes are determined by the airline.

7.3.5. You accept that in the event of a refund of a ticket in form of an electronic voucher or a certificate, City.Travel might direct the client to contact the airline in order to issue a voucher or certificate, if this service is not accessible in the global distribution systems.

7.3.6. You accept that in some cases the airline prohibits the refund and, as an alternative solution, suggests that passengers keep the original ticket active for exchange during its validity period.

7.3.7. City.Travel charges a service fee for technical cancellation (Void) and refund services in accordance with the tariffs listed in the Service Fees Section

Technical order cancellation (Void)

7.3.8. In case of a request for a refund on the day of payment for the order, you may be offered the service of technical cancellation of air tickets (VOID), if this option is provided for by the airline's rules and is technically available in the global distribution systems.

7.3.9. You accept that the technical order cancellation is limited in time and is not guaranteed even if confirmed within the time limit set by the Supplier.

7.3.10. You accept that in case of impossibility of technical cancellation of the order, regardless of the time of service request or confirmation of the request, the standard rules for voluntary refund will apply.

Voluntary refund

7.3.11. In case of a Client's request for a refund on their own initiative, City.Travel calculates a voluntary refund, according to the rules of the applied fare, the general rules of the airline, as well as the rules adopted at the level of the legislation of the country of departure / destination, and IATA regulations.

7.3.12. City.Travel calculates voluntary refunds based on the principle of deducting the sum of all applicable charges from the selling price. The amount to be refunded in the airline's system and the amount to be refunded for the client may differ due to the exchange rate difference and/or the application of discounts/markups within the sales price.

7.3.13. You accept that the amount of deductions may consist of one or more components, such as the cost of the used leg of the flight (in the case of a partially used ticket), non-refundable fare (or fare component), non-refundable taxes, airline penalty, agency service fee.

7.3.14. You accept that the voluntary refund service may be refused if, in accordance with the rules of the applicable fare, the ticket cannot be refunded, or your refund request was sent less than 24 hours before the departure of the flight, without prior cancellation of the reservation (removal of seats) in carrier system.

Involuntary Refund

7.3.15. ВIn case of Client's request for a refund for reasons beyond the control of the Client, City.Travel makes a forced refund of air tickets, guided by the airline's policy, as well as the rules adopted at the level of the legislation of the country of departure / destination, and IATA regulations.

7.3.16. The list of instances giving rise to the right of involuntary refund of the ticket, is established by the airline. The most common reasons are:

  • flight cancellation
  • significant flight delay
  • violation of the connecting time at the transfer airport, unless the carriage is issued with separate air tickets for each leg of the flight.
  • the absence of seats available (overbooking)
  • sudden illness of the passenger or a close relative traveling with him in a single booking
  • death of a passenger or a member of his family
  • refusal of a visa to by the country of destination or transfer (if a visa is required for the transfer)

7.3.17. You accept that the possibility of an involuntary refund of air tickets requires a mandatory authorisation by the airline. In the event of an involuntary refund due to a change in the schedule, a simplified refund approval procedure is provided. However, if the schedule change is not reflected in the global distribution systems, the client may be required to provide documented proof the delay / cancellation of the flight. In case of a request for an involuntary refund based on other reasons (death, sudden illness, visa refusal, etc.), the client is obliged to provide supporting documents in accordance with the requirements of the airline.

7.3.18. You acknowledge that the authorization of an involuntary refund by the airline is not guaranteed. The timeframes for processing the request for an involuntary refunds are not regulated by agency or other agreements.

7.4. Charter flights

7.4.1. Charter flights and group-block places on regular flights offered by City.Travel are marked with a special "charter flight" mark during the search and booking process and have different fare rules fixed by the Travel Supplier (tour operator/charter holder/flight customer or aviation broker).

7.4.2. When buying charter flights, City.Travel makes timely booking of seats in the desired destination, and transfers funds to the supplier as payment for the flight. The client is provided with an itinerary receipt for the charter flight, confirming the right to fly to the selected diestination on the specified date.

7.4.3. The supplier reserves the right to change the flight program, including: departure time, airport within one city, airline and aircraft type. Ticketing and the assignment of technical numbers of electronic tickets are made by the Supplier in advance (not less than 10 hours) of the departure.

7.4.4. The right to the charter flight guaranteed by a route ticket for the charter flight is not subject to refund, exchange for other dates and does not allow for other changes, including in cases of sickness, death, visa refusal and other cases due to the actual costs incurred by the Supplier and regardless of the presence of the passenger on board the aircraft.

7.4.5. Some charter flights do not provide the technical ability to complete online check-in through the airline's website, so the passenger must check-in for the flight directly at the airport of departure.

7.4.6. The passenger must familiarize the flight schedule before departure. Information about changes to the flight programme is sent to the Client by E-mail and SMS. Attention! Be aware that City.Travel is not responsible for non-delivery or late reading of these alerts.

7.5. Rules for purchasing combined flights consisting of separate flights

7.5.1. When selecting a combination of flights with a transfer between different airlines, the Client agrees with the issuance of air tickets for separate independent flights. After the payment of the order, the Client receives separate electronic tickets for flights participating in the route. The rules for carrying luggage, exchanging and refunding individual tickets may differ and are established by the carrier airline.

7.5.2. To obtain boarding passes, the Client should check-in for each the flight separately.

7.5.3. When combination flights are formed, City.Travel takes into account the transfer time (at least 3 hours within the same airport, and at least 5 hours at different airports in the same city), however takes no responsibility for the cases of failed transfers due to passenger's fault, due to late arrival for the flight and in cases of delay/cancellation of flights in the flight route chain.

7.5.4. The passenger is required to independently clarify visa requirements of the countries and airports of transfer. In most cases, information on visa requirements is available on airport websites and may depend on whether is checked-in luggage as well as on terminals of departure/arrival. For more information on visa requirements, please use the following link: https://www.passportindex.org/comparebyPassport.php

7.6. Service fees

7.6.1. The service fee is charged for the provision of services for changing the trip (departure date, destination, flight), refunding a paid booking, modifying personal data and issuing other additional services in accordance with the fares provided for in this Agreement.

7.6.2. Service fee is charged for each ticket, unless otherwise provided by this Agreement.

7.6.3. The service fee is charged in full amount for air tickets issued for persons 2-12 years old.

7.6.4. The service fee is not charged for air tickets issued for persons under 2 years of age, if the infant does not occupy a separate seat in the aircraft cabin. If the infant occupies a separate seat in the aircraft cabin, the service charge is payable in full.

7.6.5. Service fee discounts are not applicable if services are rendered in accordance with a special airline policy reducing airline fees.

7.6.6. The service charge for each type of service is presented in Table 1. The currency and the amount of the service charge are determined depending on the currency that the booking was paid.

7.6.7. The service fee for previously rendered services is non-refundable.

Table 1.

1. Technical order cancelation (VOID) 1000RUB/12EUR/15USD – for the first ticket,
500RUB/6EUR/8USD – for each consecutive ticket
2. Refund
2.1 Voluntary
Refunded amount more than 3000RUB/35EUR/40USD 2500RUB/30EUR/35USD – for the first ticket,
1500RUB/17EUR/20USD – for each consecutive ticket
Refunded amount less than 3000RUB/35EUR/40USD 1000RUB/12EUR/15USD for the first ticket,
500RUB/6EUR/8USD – for each consecutive ticket
2.2 Involuntary No service fee
3. Exchange
3.1 Voluntary
Ticket price over 3000RUB/35EUR/40USD 2500RUB/30EUR/35USD for the first ticket,
1500RUB/17EUR/20USD – for each consecutive ticket
Ticket price less then 3000RUB/35EUR/40USD 1000RUB/12EUR/15USD for the first ticket,
500RUB/6EUR/8USD – for each consecutive ticket
3.2 Involuntary  
  Single fee for the booking, not depending on the number of tickets within the booking 500RUB/6EUR/8USD
4. Personal data correction
(Name, Surname, Identification Documents, date of birth, citizenship, gender of the passenger)
4.1 Correction/remark without issuing of a new ticket 700RUB/8EUR/10USD
4.2 Correction with issuing new ticket up to 2500RUB/30EUR/35USD for the first ticket,
up to 1500RUB/17EUR/20USD – for each consecutive ticket
5. Other services 500RUB/6EUR/8USD

8. Hotels: Booking, payment, changes and cancellation

8.1. For the purposes of this Agreement, the term "Hotel" includes a room in a hotel, hostel, apartment, villa and other types of accommodation for the client's stay. Within the framework of this Agreement, the concepts of "Hotel" and "Travel Supplier" are not identical.

8.2. Before booking the Hotel on the Website, please familiarize with the terms of the agreement, as well as with the fare rules, conditions for changing and/or cancelling the reservation and refunding the cost of the Hotel booking which is displayed at the time of booking and/or payment for the Hotel. Information about the Hotels displayed on the Website, including rules for the application of rated, is presented in the form in which it is provided by the relevant Supplier.

8.3. The Client makes a Hotel reservation on the Website taking into account the number of guests, the suitable dates of arrival and departure and other required characteristics. By making a reservation the Client confirms their acquaintance and agreement with the rules and conditions of accommodation at the Hotels as established by the Travel Supplier and indicated on the Website.

8.4. The client is responsible for the correct and timely provision of reliable information and documents required for the booking of the Hotel.

8.5. The cost of booking the Hotel is indicated on the Website on the day of booking and is set by the relevant Supplier. In the event that booking for a particular Hotel requires prepayment in accordance with the Supplier's rules, it must be made at the time of booking; otherwise, the reservation will not be made.

8.6. Any additional services not included in the booking price can be provided by the Supplier to the Client for an additional fee set by the Supplier. The Client undertakes to independently contact the Supplier regarding the provision of additional services.

8.7. Upon completion of the booking process, you will receive the order confirmation with booking details, including reservation reference number on the Website and reservation reference number of our partner.

8.8. The accommodation of the Client(s) at the Hotel is З performed in accordance with the rules of the Hotel. The accommodation provider is not liable for non-compliance by the Client(s) with the rules of Check-in.

8.9. City.Travel is not responsible for the quality, timeliness and/or volume of services provided by the Hotel Suppliers.

8.10. If a change to the hotel booking is required, the Client cancels the booking and makes a new booking on the terms established by the relevant Supplier. All issues related to change and cancellation of the Hotel booking, as well as a refund of booking costs after completion of the reservation process, are required to be settled strictly through the support team of City.Travel or through the tools of the post-sales services, including through the personal account area on the Website.

8.11. In the case of the reservation cancellation, rules established by the Hotel Suppliers shall apply. In such a case, the Client is obliged to settle all fines and charges established by the Hotel Suppliers in full, on both refundable and non-refundable stay. If in the case of independent and direct resolution of the cancellation issue by the Client with the Hotel the Hotel decides to return the cost of the reservation, the decision of the relevant Travel Supplier will prevail. The Hotel's decision does not mandate a review of the rules for booking cancellations by City.Travel, including revision of refund amounts provided by the Supplier as a result of the cancellation of the corresponding reservation. City.Travel is not responsible for decisions made by the Hotel regarding the refund of the cost of the reservation. In the case of cancellation of the reservation, City.Travel is guided solely by the rules established by the Supplier.

8.12. In case of non-arrival of the Client(s) to the Hotel within 24 hours from the expected date of arrival, the Hotel reservation is cancelled and applicable penalties are imposed by the Supplier.

9. Additional services

9.1. You can book and/or pay for additional services provided by the Travel Suppliers and/or City.Travel on the Website. The procedure for providing additional services is governed by the rules of the relevant Travel Supplier or by the rules of City.Travel, accordingly. Please read these rules before ordering additional services. Both Suppliers and City.Travel, reserve the right to unilaterally change the procedure for providing additional services. Continued use of the Website and the ordering of additional services means your acceptance of these rules.

9.2. The Client is responsible for:

  • The use of additional services;
  • Veracity of data required for the booking of additional services;
  • For all claims made by the Supplier and/or third parties in connection with the use of additional services.

9.3. City.Travel is not responsible for:

  • Any losses caused to the Client as a result of booking and/or purchasing, as well as the use of additional services;
  • The quality, volume and/or timeliness of the additional services provided by the Supplier;
  • For the delivery of SMS notification.

9.4. The cellular network carrier is responsible for the timely delivery of the SMS notification.

9.5. City.Travel receives remuneration both for the independent provision of relevant additional services, and for the provision of relevant additional services on behalf of the Travel Suppliers.

9.6. The Client has the right to refuse the online check-in service:

  • at any time prior the execution of online check in by the system;
  • from a partially rendered Service, in which case the amount paid by the Client is subject to recalculation, and the Client has the right to demand the return of a part of the funds;
  • in case of poor quality of service, by sending a written claim to CIty.Travel.

9.7. The company has the right to request additional information from the client for check-in and the client must provide it. In case of refusal to provide the information, the company has the right to refuse rendering the service. In this case, refund for the service is not permitted.

9.8. City.Travel holds no responsibility for the assignment of seats on airplane by Airline. Client can share their seat preferences upon the purchase of online – registration service. In this case all the reasonable efforts to comply with such preferences will be taken depending on the current passenger seat situation on the aircraft. City.Travel has no influence over this factor.

9.9. In some cases, Seat allocation preferences hold limited account, e.g. seats near emergency exits. Air Carriers hold the right to limit access to these seats based on age, health conditions, languages spoken by the passenger and other factors. City.Travel has no influence over the allocation of these seats and/or denial to reserve them for the Client.

9.10. The client has the right to demand City.Travel to refund amounts transferred by mistake.

10. Payment

10.1. City.Travel is eligible to independently define an order’s cost, despite the original ticket cost defined by the airline, including discounts and extra charges.

10.2. The cost of the product/service is indicated on the order confirmation page in the currency of the Travel Supplier. The specified amount is blocked on the client's bank card in the currency of the selected product or service. Within few days after issuing the ticket, the Supplier or its payment system initiates the withdrawal of funds previously blocked on your bank card. In case of a mismatch between the Supplier's currency and the currency of your bank card, your bank can make a conversion at its internal rate that does not coincide with the rate indicated on our Website or with the rate of the Central Bank of the country of which the bank that issued your card is a resident. We recommend that you clarify the internal rate of your bank and the amount of possible commissions related to the transaction for the payment for services, including commission rates for currency conversion, with representatives of your bank before making a purchase. The Client confirms that they have received the relevant information and agree with the final cost.

10.3. When paying for an order using other payment methods available on the Website, you can familiarise yourself with the transaction processing rules on the website of the organisation/payment system performing this transaction.

10.4. If you use a bank card that does not belong you, you must obtain written consent for the purchase directly from the owner (holder) of the bank card.

10.5. After cancellation or refund of either a flight ticket, hotel accommodation reservation or other services, the funds due for refund will be credited to your card/account , regardless of the validity period and status of the card and according to the rules of your bank and Visa and MasterCard international payment systems.

10.6. We do not store your bank card details. The process of ordering takes place automatically and without human participation. The transmission protection is confirmed by a 256 bit SSL certificate from Sectigo. Our Website fully meets the security standards of Visa and MasterCard international payment systems (PCI Compliance).

10.7. In case of doubt about the legitimacy of payments for travel services made with bank cards and other methods of payment, City.Travel reserves the right to request any documents confirming the rights and authority to make the payments, as well as other evidences of legality of the payment transactions from the buyer.

10.8. For the purposes of prompt reaction and suppression of possible fraudulent activities associated with payments, a telephone call and/or an e-mail inquiry cand made using the contact details specified at time of booking is regarded as the official request from the company.

10.9. In case of a failure to provide or untimely provision of requested information and documents, the company reserves the right of unilateral cancellation of any paid travel services and is released from any financial or other types of liability.

11. Confidentiality and personal data

11.1. Сity.Travel constantly improves the methods of protecting and preserving the confidentiality of personal data of Clients, not excluding the Clients’ credit card data. The following privacy conditions apply to all services provided by City.Travel online or by any other means, without exception. When making a booking, tyou accept the terms of this agreement and agree to the further processing of personal data for the purposes of booking.

11.2. City.Travel uses the Client's personal data exclusively for the following purposes:

  • For booking tickets and hotel rooms using the services of the city.travel website.
  • For evaluation of the hotel accommodation and airlines services booked through city.travel website and the subsequent publishing of this rating on city.travel website or on similar media platforms by the Client.
  • For distributing marketing information about products of City.Travel and its partner companies.

11.3. If necessary, City.Travel may also use personal data of the Clients to identify unlawful acts.

11.4. 11.4. Personal data that the City.Travel requests include:

  • Surname and name of the client
  • Gender
  • Type, number, validity period of the identity document of the Client and other persons on behalf of whom the client makes an order through the Website
  • Client’s email address
  • Client’s contact phone number
  • Credit card information used to pay for the order
  • Other information provided by the client to specify any requests when making a reservation

11.5. All of the above information is required to create reservation. City.Travel is also able to process information about the device used by the Client to make the booking: IP address, browser, unique device identifier (only for mobile device users), operating system and location. Although the above mentioned data does not identify the user, it can nevertheless be categorised as personal data individually or in aggregate. In this case, the stated data is processed in accordance with data protection laws.

11.6. Personal data or a part thereof shall be transmitted to the party that provides the reservation. This action is necessary to complete the booking. As a rule, the party that provides the reservation requires to obtain the following personal data of the Client: name, contact information and credit card details. No other personal data, beyond what is needed to complete the booking, is transferred.

11.7. After completing the booking, the Client can give their consent to receive a form to fill out the guest's review. The Client can leave their review anonymously. When completing a review, the Client gives their consent to tpublishingof this review on City.Travel Website, as well as on other platforms similar to this Website that are wholly or partly owned or operated by City.Travel and its partners. The purpose of posting the review is to provide visitors with information about the level and quality of service.

11.8. The company has the right to delete or withdraw reviews without notifying the Client. All feedback forms are provided only for evaluation purposes and do not contain any offers or invitations.

11.9. Client personal data can be transferred to parties providing information and consulting support to Clients (call centres, consulting, legal and other companies)

11.10. Personal data can be transferred to the data processing system. Experts of City.Travel periodically turn to third parties, namely systems for data processing. Therefore, for the purposes of the transferring of information about the booking City. In such cases, third parties enter into agreements concerning rules for information processing and confidentiality.

11.11. Competent authorities. Personal data may be disclosed or communicated to government and investigative authorities according to the law if these authorities request this information upon an investigation, trial or by court order. Further, City.Travel reserves the right to disclose personal information in order to prevent a criminal act.

11.12. Сity.Travel strictly monitors the implementation of all actions to prevent unauthorised access to the Client’s personal data. Relevant information procedures, technical and physical personal information access restrictions were introduced and actively applied to protect the personal information trusted to the company.

11.13. Access to personal information of the Clients is available only to employees of City.Travel and companies providing information and consulting support services to Clients and that have the special rights required for the performance of their duties.

11.14. The Client can always check the presence of their personal information in the City.Travel database by sending an e-mail to the technical support service of the Website. Please indicate that the letter contains a request for the receipt of personal information in the subject line.

11.15. Similarly, in case of an error in their personal data, the Client may request to make changes or to remove their personal data from the database by sending an e-mail to technical support service of the Website.

11.16. If required, City.Travel has the right to change the way that cookies are appled, as well as ways of collecting, transfering and processing of personal data and other similar information.

12. Final provisions

12.1. You agree to defend and hold City.Travel and its employees harmless from any claims, requests, losses, damages, fines and other expenses of any nature (including but not limited to accounting and legal expenses) against third parties in the event of a breach this Agreement, any law and/or the rights of third parties by you.

12.2. The use of the Website is unlawful in any jurisdiction that does not recognize all the terms of this Agreement. By accepting this Agreement and using our Website, you agree that there is no joint venture, partnership or employment relationship between you and City.Travel.

12.3. To the extent permitted by applicable law, you agree that you are liable for any claim arising out of or in connection with your access to the Website or the use of the Website for 3 (three) years from the date of receipt of the claim.

12.4. If any part of this Agreement is found to be invalid, illegal or unenforceable, the validity, legality and applicability of the remaining provisions shall remain in effect. Our refusal or delay in the implementation of any provision of this Agreement at any time does not invalidate our right to apply the same or any other provision of this Agreement in the future.

12.5. By visiting and using the Website you agree that the services rendered by CITYTRAVEL DMCC are provided in the territory of the United Arab Emirates. All disputes arising between the client and CITYTRAVEL DMCC are subject to settlement in the judicial authorities of United Arab Emirates and in accordance with the legislation of the United Arab Emirates.

12.6. This Agreement (and any other terms and conditions referred to herein) represents the entire agreement between you and City.Travel with respect to this Website and supersedes all previous offers and communications transmitted by email, orally or in writing between the Client and City.Travel regarding this Website. A printed version of this Agreement and any notice in electronic form may be accepted in judicial or administrative proceedings based on or relating to this Agreement to the same extent and under the same conditions as other business documents and records originally created and stored in printed form.

Download the City.Travel mobile application

Best prices for flights and hotels in your phone

Back to top