Conditions of website use

By accessing and using our website for any purpose of searching, referencing or booking, you acknowledge that you’re fully understanding and accepting, as well as agreeing not to violate our Terms and Conditions.

We recommend you to read the following terms and conditions carefully before purchasing our products. If you object to any of it please leave this website immediately.

Please also be noted that Cambodia Airline reserves the rights to cancel or terminate any booking if it’s in such case:

• (i) required by law.

• (ii) payment is not made in time.

• (iii) ticket availability issues.

• (iv) system errors or any technical problems that may cause us in processing customer’s request.

Acting as a travel agency, beside the ticket fare, ticketing fee and service fee should be collected per passenger on each flight and ticket price is not the same with other websites.

All information on this site is conducted and belongs to https://cambodia-airline.com/, which should not be used, copied, changed or modified by any individual or organization. Failing of this condition shall be involved to law.

I. RIGHT TO REQUEST PASSENGER’S PERSONAL INFORMATION

As an online ticket agency, we reserve the right to ask you to provide the following additional information to prevent the risk of fraudulent transactions:

- Payment card: You may be requested to provide photos of card (both sides) which are covered Card secure Code (CSC) and the middle numbers, reveal first 6 digits and last 3 digits.

- Passport: You may be requested to provide the passport photos of both passengers and the card holder.

In case, after requesting or contacting many times but still not receiving the requested additional information, we reserve the right to cancel or terminate the paid booking.

These requests are for the purpose of protecting customers' benefits and preventing fraudulent transactions according to the request of international card organizations.

II. BAGGAGE

1. Free Baggage allowance

The free of charge Baggage must be subject to the conditions and limitations of each Airline and Our Regulations and are detailed in our baggage page.

2. Excess Baggage

You will be required to pay a charge for the carriage of Baggage in excess of the free Baggage allowance. The payment terms are shown in Our Regulations.

3. Items unacceptable as Baggage

The following items which in a passenger’s possession may be considered as weapons or dangerous objects and are not accepted as carry-on baggage:

    • All knives, including hunting knives and others;

    • Swords;

    • Bludgeons, blackjacks, billy clubs or similar instruments;

    • Any other device or object not commonly viewed as dangerous, but the possession of which suggests that it may be used as a weapon, namely, ice picks, straight (cut-throat) razors, long-blade scissors, etc.

Firearms and cartridges belonging to ordinary passengers and approved by government authority for carriage and those officials who have been assigned to travel on duty, such as a law-enforcement officers delivering criminals should be carried in the checked baggage. These passengers are required to surrender such arms and cartridges to the airlines prior to boarding for handling in accordance with air transport regulations.

For passenger safety, the airline does not allow these dangerous goods in checked baggage, carry-on baggage and on one’s person on all flights except for some special cases. Passenger should contact to us via 24/7 supporting email: reservations@cambodia-airlines.com for more specific advice.

4. Right to refuse carriage

The airlines may refuse to carry as Baggage the items described in Article 3, and they may refuse further carriage of any such items upon discovery that it is included in your Baggage. Unless advance arrangements for its carriage have been made with us, we may carry on later flights Baggage, which is in excess of the applicable free allowance.

- The airlines may refuse to accept Baggage as Checked Baggage unless it is properly and securely packed in suitcases and suitable containers to ensure safe carriage with ordinary care in handling.

For code-shared flights or connecting flights, the airlines shall not check through Baggage for other code-shared carriers where they do not have an interline agreement with them. Therefore, please check in advance with us or other carrier if they have an agreement with the airline to know if your baggage can be checked through. If there’s no agreement between both airlines, you are responsible for clearing your Baggage and having it checked-in and re-tagged for the next flight. In this case, the airlines are not liable for any Damage to you and to your Baggage. For further supports, kindly contact the carrier.

We many cancel or suspend your use of our booking facility at any time without notice for suspicious booking ; such as, high risk of fraudulent information.

5. Search & Scan

For reasons of safety and security the airlines may request that you permit a search and scan of your person and a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in Article 3. If you are unwilling to comply with such requests, the airlines may refuse to carry you and your Baggage. In the event a search or scan causes damage to you, or an x-ray or scan causes damage to your Baggage, we shall not be liable for such Damage unless due to our fault or negligence. We shall not be responsible for items kept by you or in your baggage, which are seized by security staffs subject to international rules or State Authority Regulations even such items are seized, destroyed or handed over to us.

6. Checked baggage

The checked baggage regulations must be subject to the conditions and limitations of each airline and Our Regulations and are detailed in our baggage page.

BAGGAGE INFOR	CLASS
	Business	Premium Economy	Economy Flex	Economy Saver	Promotion	Low Budget
Free baggage allowance	32kg	32kg	23kg	23kg	23kg	23kg
Package regulations	1 piece with maximum is 32kgs. Maximum dimension (sum 3 of dimension) is 158cm (62LI)		1 piece with maximum is 23kgs. Maximum dimension (sum 3 of dimension) is 158cm (62LI)

Important note:

• Baggage allowance will have the same as adult. 
• Infant (INF) will not be entitled this policy. For each Infant may bring a collapsible stroller free of charge
• Children from 2 years of age can have the allowance as normal adult passengers. 
• Any piece/single item heavier than 32kg is not transported as baggage.
• If each dimension exceeds 119cm / 45” will be known as oversized baggage, so you need to request in advance and subject to the aircraft arrangement/capacity.
• If  Free Checked Baggage is over as provided, passenger is required to buy for upgrading their Checked Baggage at the airport.

7. Hand baggage

Each passenger is allowed to carry up to 7 kg of hand baggage with Maximum dimension 115 cm (56cm x 36cm x 23cm) or - 45 inch (22’’x 11’’x 9’’).

In addition 7kg of hand baggage, Passengers are allowed to bring small handbag (include below bags) for free:

• 01 Lady handbag or book, magazine, camera, children food kit, duty free bag etc... with the dimension not to exceed (H x W x D) 30cm × 20cm × 10 cm / 12’’ x 7,9” x 3,9”.
• 01 jacket bag not to exceed 114cm × 60cm × 11cm / 45” x 24” x 4,3”.
• 01 laptop bag not to exceed 40cm × 30cm × 10cm / 16” x 12” x 7,9”

Passenger (except infant) are allowed a piece of hand baggage on the aircraft. Hand baggage must not be larger than 115cm / 45inch and the maximum weight is 7kg.

In case, passenger Free Hand-Baggage is over 7kg, passenger is required to buy for upgrading their hand-baggage from 7kg to 10kg at the airport.

Not allowed to use the equipment/devices/travel gadgets such as personal air purifier/ionizers, seat-recline preventer, knee defender, inflight beds owned by passengers on board

All liquids, aerosols, and gels in carry-on baggage must be carried in containers with a capacity not greater than 100ml.

III. RESERVATION

1. Seating

We will endeavor to honor advance seating requests. However, we cannot guarantee any particular seat. We reserve the right to assign or re-assign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety, government regulatory, health or security reasons. We will make reasonable seating accommodations for Passengers who need our assistance in accordance with applicable law.

2. Service charge when space not occupied

Except in the case of travel on non-refundable fares, a reasonable service charge, in accordance with Our Regulations, may be payable by you if you fail to use space for which a reservation has been made.

3. Ticketing time limits

If you have not paid for the Ticket prior to the specified ticketing time limit as advised by us or our Authorized Agents, we reserve the right to cancel your reservation.

4. Reservation requirements

We will record your reservation(s). Upon request, we will provide you with written confirmation of your reservation(s). Certain fares have conditions which limit or exclude your right to change or cancel reservations. You should check the conditions that apply to your fare and we are not responsible for your failure to do so.

5. Service charges

Beside the base fare, taxes and service charges (airlines fuel, passenger service charge, ticketing fee...) will be included in your ticket price.

6. Cancellation of onward reservations

Please be advised that if you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations. However, if you do advise us in advance, we will not cancel your subsequent flight reservations.

7. Modification and Waiver

None of our employees, agents or representatives has authority to modify, change, or waive any provision of above-mentioned conditions. We reserve the right to modify, change or update above-mentioned conditions without prior notice. This kind of modification shall not be applied or affected to prior carriage.

8. Schedule Change

You’re recommended to recheck your flight details before your departure time to ensure you’ll not be missing any schedule change/delay from us.

Please contact us 24 hours prior to your departure time via our supporting email: reservations@cambodia-airlines.com

You’re also recommended to check your mail boxes (inbox, spam, junk) before your departure date to ensure you’ll not be missing any updates from us.

If different time between original departure time and new departure time is below 3 hours, no fully refund request is accepted.

If different time between original departure time and new departure time is 3 hours or above, fully refund request is accepted.

9. Personal data

As an online booking agent we may use and disclose your personal information to third party that performs services such as Cambodia Airline or codeshares partners of Cambodia Airline (depend on each carrier). We may also share your information:

(i) to identify of fraud or error,

ii) to investigate, prevent, or take action regarding illegal activities,

(iii) to seek your feedback regarding our relationship with you, (iv) to protect our rights and safety,

(v) to third parties for the purpose of marketing and servicing our relationship.

The third parties that we share the information must protect it and must only use it for the purpose for which it was collected. However, we’re not responsible for ensuring this.

Other than above, we will not disclose your information without your acceptance unless required by law.

10. Reconfirmation of e-ticket received

If you do not receive e-ticket (s) within 24 hours after payment made, please reconfirm by contacting us through our 24/7 supporting email: reservations@cambodia-airlines.com

We will consider your silence as receiving of our e-ticket email confirmation and should be no claiming upon that.

11. Cancellation

Please contact us as soon as possible if you can’t travel as planned for cancellation/change to reduce the cost. If you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations with charges and refund you if your ticket class is allowed.

Some ticket classes are not allowed for cancellation or refund according to our Fare Rules and Regulations. You’re recommended to check our Fare Rules or email to reservations@cambodia-airlines.com for further advice.

12. Modification

We reserve the right to modify, change or update above-mentioned conditions without prior notice to ensure all information is matched up with the Airlines’ information. This kind of modification shall not be applied or affected to prior carriage.

13. Security

To protect your privacy and confidentiality, our engineers are standing by 24/7 to deal with any problem that suddenly occurs. Additionally, we also regularly review and upgrade our security system and encryption technologies. All personal information is well managed to avoid any loss, misuse, alteration or destruction.

IV. FARE RULES

Depending our the fare type and the airline, you may request to cancel or change your current ticket to other travel date or flight title with same ticket class or higher classes (not allowed downing grade to lower classes) and charges (change/refund fee + different fee between two flights - if available) should be applied. Different ticket classes and different flight types (domestic and international) for each airline will have different cancellation fee and change fee as follows.

1. Name change: Not permitted. Please go to refund process instead.

2. Misspelling name: Must be the same person and apply the same fee as refund for promotional fares and nonrefundable fares - apply refund fee of refundable fare in the same sector.

3. Reroute: Not permitted.

4. Depending our the fare type, you may request to cancel or change your current ticket to other travel date with same ticket class or higher classes (not allowed downing grade to lower classes) and charges (change/refund fee + different fee between two flights - if available) should be applied:

No	Sector	Ticket class	Cancellation/Refund fee		Change fee
			Before ticketed flight date	On/After ticketed flight date	Before ticketed flight date
1	Almost domestic and international flights	Business	Permitted with fee	Permitted with fee	Permitted with fee
		Premium Economy	Permitted with fee	Permitted with fee	Permitted with fee
		Economy Flex	Permitted with fee	Permitted with fee	Permitted with fee
		Economy Saver	Permitted with fee	Permitted with fee	Permitted with fee
		Promotion	Not permitted	Not permitted	Permitted with fee
		Low budget			Not permitted
2	From/to Vietnam/Laos/Thailand/Singapore/Myanmar	Business	Permitted with fee	Permitted with fee	No fee (difference fare applied)
		Premium Economy	Permitted with fee	Permitted with fee	No fee (difference fare applied)
		Economy Flex	Permitted with fee	Permitted with fee	Permitted with fee
		Economy Saver	Permitted with fee	Permitted with fee	Permitted with fee
		Promotion	Not permitted	Not permitted	Permitted with fee
		Low budget			Not permitted
3	Apply for route PNH/REP-HAK (v.v), PNH/REP - MFM (v.v), REP - VTE (v.v). PNH/REP - HGH (v.v)
3.1	PNH/REP - HAK (v.v)	All	Note permitted		Not permitted
3.2	PNH/REP - MFM (v.v)	All	Not permitted		Not permitted
3.3	REP - VTE (v.v)	All	Not permitted		Not permitted
3.4	PNH/REP - HGH (v.v)	All	Not permitted		Not permitted

Change fee:

- Change fee is not permitted to refund.

- Change fee rate depending on the route and different fee between original booking and new booking, please contact us via website https://cambodia-airline.com/ or email support 24/7: reservations@cambodia-airlines.com for support on change procedure and fee.

Cancellation:

- The cancellation fee depending on the route, please contact us via website https://cambodia-airline.com/ or email support 24/7: reservations@cambodia-airlines.com for support on cancellation fee.

- In case of partial refund, refund the diffference fare between the paid fare and applicatable on-way fare of used routing minusr refund fee. If there is no OW fare, using the fare with the next higher booking class for recalculation.

- We support passengers to cancel their tickets right after issuance with charges (advised on request) and conditions applied (ticket cancellation request should be sent to us within the issued date and before 23:00 PM following Cambodia timezone).

Combination:

- Permitted with most restricted condition applied.

- In case of multiple penalties fee, appied the highest fee of all changed fare components.

- Combination fare between promotion and other classes will not be permitted for cancellation or refund.

Note:

- Ticketing fee, Taxes, Airport and service fee is not refundable for promotion class.

- Ticket transferred to other passenger: Not permitted.

- Combination fare between Low budget and other classes will not be permitted for cancellation or refund.

Specific fare rules may vary and different from the general fare rules and should be provided on request by contact us through 24/7 supporting email reservations@cambodia-airlines.com

Sincerely thanks for choosing our service!