Bookings can be made by e-mail, telephone, on our website, or through our travel offices all over the country.
We will send you an offer by e-mail. Carefully check that everything matches your wishes: The names on the tickets are identical to the ones in the passport, the flight times are as you booked, the destination is the right one and you have been informed of the terms of payment and cancellation.
Bookings made through Berg-Hansen’s website must be paid by credit card. This is an easy, safe and fast payment method, and most credit cards also have travel insurance and cancellation protection which applies as long as half of the trip is paid using the credit card. We recommend that you check which insurance rules apply for your credit card when using it to purchase air tickets.
You will be informed of payment method and terms of bookings done by e-mail, telephone or through an office when you receive the offer from us by e-mail.
A lot of offers and processes on our website are automatically generated in our systems and in the systems of our partners. Berg-Hansen Leisure notes that errors and omissions may occur in these systems which may lead to wrong or omitted prices or information on our website. Our consultants, or the consultants of our partners, always check bookings manually to ensure that all prices and details are correct. Should errors occur, the costumer will be contacted as soon as possible and informed of the correct prices and/or information.
Berg-Hansen Leisure notes that the possible errors or omissions in information form our partners are disclosed by us in good faith.
Berg-Hansen Leisure notes that changes and cancellations may be made by our local partner concerning trips booked with us. Should such changes occur, the costumer will be contacted as soon as possible with the new information.
As long as the travel documents have not been issued, changes may still occur to the final price, due to changes in exchange rates, fuel charges etc. We therefore recommend that the travel documents be issued as soon as possible.
Some suppliers interpret a change as a cancellation of an existent booking and purchase of a new one. Conditions for cancellation/change are listed at booking, and again at confirmation.
Berg-Hansen Leisure offers you cancellation insurance from “Europeiske” in case of illness. Insurance license is to be sent by e-mail at booking. Cancellation insurance must be purchased at the same time as the trip, not after.
Most credit cards have cancellation insurance included. Should you be in doubt whether or not the insurance is included, check with your bank.
CONDITIONS FOR AIR TICKETS
Ticket prices and taxes
Due to system malfunctions, the right prices and taxes may in some cases differ from the listed prices and taxes. Should the difference be more than 100NOK, you will be contacted. Differences of less than 100NOK will be added to or subtracted from your ticket price automatically.
Discounts for children and infants
Age conditions and discounts for children vary from airline to airline. Therefore, make sure you submit the birthdate of your children at booking. After ticket issuance, such information cannot be changed. In this case, regular cancellation/changing rules apply.
The following guidelines for children’s discounts apply:
- Infants: Under 2 years. Will pay ca. 10 % of adult ticket price. Infants do not get their own seat, unless the regular child price is paid.
- Children domestically: From 2 until 11 years. Will pay ca. 75 % of adult price on most tickets.
- Children internationally: From 2 until 11 years. Will pay ca. 75 % of adult price on most tickets.
- Should you have a ticket where children’s discounts are not given, you will be informed before ticket issuance. Examples of this are campaign tickets or restricted fare tickets.
Most air tickets (except higher class tickets) can in relation to the rules of the airlines not be refunded or changed. We therefore strongly recommend that you sign a separate cancellation insurance (see “Cancellation in the event of acute illness”) if it is not included in your credit card.
After ticket issuance, chance and cancellation costs can come close to the whole cost of the trip, depending on the time of the change/cancellation and which kind of ticket you have. With change/cancellation, Berg-Hansen will charge a service fee of 200NOK per person in addition to what the airlines demand.
Refunds of unused tickets
Air tickets that are not used usually cannot be refunded. However, part of the airport taxes can be refunded for a fee of 200NOK per ticket. The part of the airport taxes that makes out the fuel charge, will not be refunded by the airlines.
We follow the conditions of the suppliers with refunds for unused hotels/rental cars/shore events. The costumer will be informed of the conditions at booking.
Cancellation in the event of acute illness
Most credit cards have travel insurance included, which covers cancellation costs as long as the reason for cancellation is made highly difficult or impossible due to death or acute illness/injury, which would require hospital admittance, bed rest ordered by a doctor. Or in the case that this should happen to your spouse/cohabitant, parents, in-laws, children, grandchildren, siblings, grandparents or travel partner. Berg-Hansen’s encourages all its costumers to carefully examine which travel insurance rules apply for the credit card used at booking. Should the costumer fail to send in a medical certificate, or should the cancellation be made for different reasons, regular rules for cancellation will apply.
We strongly recommend that you purchase travel insurance covering costs with accidents or death, treatment of illness, transport home and loss or damage of luggage.
The responsibility of the airline
We refer to EU-rules about passengers rights:
The participating airlines take no responsibility for events falling on times where passengers are not on board the air plane of the airline. Concerning responsibility of submitted luggage, see the airlines own conditions.
Passengers must meet at the agreed upon time to receive the rights described in EU 261/2004 (EU’s regulation).
The duty of the costumer
When booking trips through Berg-Hansen Leisure’s website, the costumer shall provide a valid e-mail address. Berg-Hansen’s communication with the costumer, concerning confirmation of the booked trip, payment information, possible change in flights and other important communication will mainly happen through this e-mail address. Customers are therefore obligated to check the submitted e-mail address for information from Berg-Hansen after completion of booking.
The costumer is furthermore obligated to make sure that their passport is valid, for going through with the trip and for having the necessary visa and vaccinations. Changing the name in the ticket is usually not permitted. Before departure, the costumer must control that first and last names listed in tickets, passports and other travel documents are the same. If they are not, this can lead to rejection at boarding. Berg-Hansen will take no responsibility for the consequences of submitting wrong details that Berg-Hansen has not been able to account for. Passengers under 18, traveling alone, are obligated to inform of this at booking as well as obtaining permission to travel.
Defects/omissions/problems that happen during the flight, has to be referred to the airline. Complaints must be presented within a reasonable amount of time after the defect has been noticed, so that the defect/error can be fixed straight away with as little as possible trouble for the traveler. Should the wrong have to be righted directly with the airline involved, you should secure proof if the error cannot be corrected straight away, in case you want to file for compensation from the airline at a later time. Should you not have any proof supporting your complaint, you will usually loose the right to receive compensation.
Restricted fare tickets
If you should wish to take advantage of the several cheap ticket types, and combine these tickets with different routes, they must always be issued on separate documents. These tickets often cannot be cancelled, changed or refunded. This means that you yourself take on the risk of delays, postponements etc. which can make you late for you next flight. Several credit card companies will cover these kinds of costs in relation to the travel insurance included in the credit card. Berg-Hansen recommends that you check which insurances are included in the credit card you use for your booking. If there are none, we recommend that you purchase separate travel insurance.
Flight times in the itinerary & tickets
Times listed on tickets and on your itinerary are always listed in local time. After issuance of air tickets and itinerary, time changes may occur. You should therefore always control the departure times in your travel documents. Should the listed times be different from what you booked, contact Berg-Hansen immediately so that we can fix the problem before departure.
Should there occur changes in the itinerary, the customer will be informed through the e-mail provided at booking.
We recommend that you find out when you check-inn time is before arriving at the airport. The information provided by Berg-Hansen or the airline concerning departure times and terminals is only guiding, not binding. Conditions can arise that will make it difficult to change departure place from one terminal to another. Therefore you should always check which terminal is listed, also with connecting flight with short intervals. For travel within USA, from USA, or from Europe, you usually have to check in ca. two to three hours before departure.
Taxes and fees
Some taxes are added to the ticket itself. However, there are some airport- or other tourist related taxes that have to be paid in cash upon departure or on-site, and which therefore are not required from home. Usually these taxes will be listed in the travel documents. Each country can however on very short notice introduce new taxes or raise the existing ones and they can therefore change between the time of booking and departure, or between departure and return. Local taxes and fees are paid on-site.
Passport, visa and vaccinations
The customer is obligated to make sure that his/her passport is valid throughout the trip, in addition to making sure that the necessary visas and vaccinations are in order. Here are some general guidelines, it is recommended that each and everyone collects the necessary information about their trip. All the information concerns travelers with Norwegian passports. Berg-Hansen will have to be informed should the traveler not have a Norwegian passport.
All customers are obligated to seek information of required formalities with the embassy or consult of the country in question, in a addition to with a vaccination clinic. Berg-Hansen can help you apply for a visa. Contact our visa department for more information.
The passport shall, within EU-countries, normally have been valid for six months after arrival at the destination. Sometimes a transit visa is required as well.
With travel to USA, a electronically readable passport is required. Entry rules to USA require that Norwegian travelers must pre-register on the internet before departure. The entry permit is valid for two years and can include several entries to the country: https://esta.cbp.dhs.gov/esta/
“Reisegarantifondet” – The travel warranty fund
Berg-Hansen is a member of “Reisegarantifondet”, which main purpose is to secure the rights of the costumer should the company be insolvent or something similar should happen.
Default, unused benefits and more
If the costumer has not cancelled the trip before departure, and/or is the traveler not at the specified time and place for departure or return, our local partner has the right to charge the total price of the trip. This can also happen should the costumer not be able to travel because of lacking travel documents like; a valid passport, a necessary visa or vaccination certificate etc. Should the costumer neglect to show up for booked transport or in any other way neglects to use the services booked, our local partner can require compensation for the unused benefits.
The right to complain
Should the traveler have something he or she wishes to complain about, he or she must fist file the complaint directly to our local partner. After this is done, contact Berg-Hansen immediately so that we can handle the complaint as soon as possible. Should the traveler wish to file a complaint after arriving home, the complaint must be received by Berg-Hansen within 30 days after arriving home. Send an e-mail with your booking reference and a brief explanation of the event to firstname.lastname@example.org . If the traveler is not happy with the treatment, the complain can be presented to the board for complaints (reklamasjonsnemnda) for package trips, along with a copy of the original complaint, and Berg-Hansen’s decline or not accepted offer. The complaint will then be processed by the board.