Terms and Conditions Ai Reisagent.nl / LiteFeather doc. no. 26.2.001
Part A. General Terms and Conditions of Service You may only use the services of Ai Reisagent.nl after you have read these Terms and Conditions of Ai Reisagent.nl and by clicking on the button 'Pay' during the booking process, accompanied by the text: 'By clicking pay, you enter into a payment obligation and you agree to the Terms and Conditions, the Terms and Conditions of the Service Provider(s) and the privacy policy'. By doing so you expressly accept the applicability of these terms.Who we are: LiteFeather trading under the name: Ai Reisagent.nl / Ai Reisagent.com
Vondelstraat 86, 1521 ZS Wormerveer, The Netherlands
T: +31 75 771 7875 E: info@AiReisAgent.nl W: www.AiReisAgent.nl
KvK: 60082186 VAT: NL001603227B71
Which parts of the Terms and Conditions apply. The General Terms and Conditions of Service apply to all bookings you make at Ai Reisagent.nl or Ai Reisagent.com.
Ai Reisagent provides a comparison and reservation platform. For the travel service provider(s) you book, the general terms and conditions of the relevant Service Provider(s) who actually carry out the booked travel service(s) also apply.
If you book a single separate travel service at Ai Reisagent, for example a single flight ticket, hotel, car rental, transfer or activity, you conclude a separate agreement per travel service with the relevant travel service provider(s) (a third party). The following terms then apply per travel service:
1. Flight tickets: The terms of the carriage contract of the airline. You can find these terms on the website of the airline you are flying with.
2. Accommodation: The terms of the accommodation. You can find these terms on the website of the accommodation.
3. Car rental: The terms of the car rental of the rental company
If you book two or more different travel services via Ai Reisagent that qualify as a linked travel arrangement, you conclude a separate agreement with the relevant travel service provider for each travel service. Ai Reisagent registers and forwards the booking and is therefore only limited in its liability.
Use of our services
1.a For all travel services, Ai Reisagent acts solely as an intermediary. Our role and obligations are limited to the mediation of travel services delivered by the travel service provider(s). The agreement for the actual delivery of the travel services is concluded between you and the travel service provider(s). We are not a co-supplier of travel services and are not part of the contractual relationship between you and the travel service provider. To use our services, you must be at least 18 years old. If as Main Booker you (also) book for a solo traveller younger than 18, you do so entirely at your own risk and responsibility.1.b You can place one or more bookings of the same type of travel services via Ai Reisagent simultaneously. Regardless of the number, each booking is a separate booking; no (package) travel agreement arises as a result. The statutory provisions regarding package travel agreements therefore do not apply.
1.c If you make a booking for multiple travellers, you are the Main Booker and you expressly declare to be authorised to accept the Terms and Conditions and the terms of the travel service provider(s) on behalf of yourself and on behalf of all travellers for whom you book.
1.d All information that Ai Reisagent provides to you is deemed also to have been provided to the travellers for whom the booking was made. Ai Reisagent is not responsible for general information in photos, brochures, advertisements, websites, social media or other information carriers compiled or issued by third parties.
AI Automation and Digital Tools
2.a Ai Reisagent uses AI-driven technologies, automated processes and digital tools to support its services, such as processing photos, videos, advertising material, bookings, optimising customer service and carrying out internal processes. These automations are intended to improve the quality, speed and accuracy of the services.2.b Customers are informed when AI systems directly influence decisions that affect them, such as the allocation of offers or the detection of fraud. Where necessary, human review remains possible.
2.c. Ai Reisagent strives to use AI systems within the legal frameworks and follows the relevant European and Dutch regulations, including the GDPR. Personal data that may be processed in AI systems is used exclusively for legitimate purposes and secured according to high standards.
2.d. By using our services you agree to the deployment of AI technologies and automations as described, provided that these comply with the privacy policy and statutory requirements.
Use of Network Technologies and Automation Processes
3.a Ai Reisagent uses various network connections, digital platforms, APIs and automated processes to deliver its services. Although we take the utmost care over the reliability and security of these systems, disruptions, errors or delays beyond our control may occur.3.b Disruptions or errors arising from network problems, external system errors or automation processes fall under force majeure and are not regarded as a failure to fulfil our obligations.
3.c Ai Reisagent is not liable for any direct or indirect damage arising from such disruptions or errors, to the extent permitted by law. We will, however, make every effort to resolve or limit any problems as quickly as possible.
Agreements you enter into.
4.a Ai Reisagent can, at your request, arrange bookings for individual travel services and acts on your instructions in doing so. As an agent, Ai Reisagent brings about an agreement between you and the travel service provider you have chosen. Ai Reisagent is not a party to the eventual agreement between you and the travel service provider. From the moment you give the Instruction, you are bound by your obligations towards Ai Reisagent and the travel service provider, regardless of when a confirmation is provided.4.b If you book a travel service via the Website, you enter into two agreements: (a) a mediation agreement between you and Ai Reisagent regarding the correct execution of the mediation assignment, and (b) an agreement between you and the travel service provider regarding the supply of the travel service. Ai Reisagent acts as an intermediary and does not enter into any contractual relationship with you and/or the travel service provider in respect of the travel services booked via the Website. The general terms and conditions of each individual travel service provider apply to the travel service(s).
4.c.1 An offer on the Website is without obligation and may, if necessary, also be withdrawn after dispatch of the booking confirmation by Ai Reisagent, for example to correct calculation errors in amounts owed to the travel service provider or other errors. Ai Reisagent reports a withdrawal as soon as possible and in any event within 24 hours of dispatch of the booking confirmation, stating reasons. In that case you are entitled to immediate refund of the amounts you have paid. Obvious errors or mistakes do not bind Ai Reisagent. Such errors and mistakes are recognisable at first glance to the average traveller, or should be. After you have submitted your reservation request by clicking 'Pay' on the Website, Ai Reisagent confirms receipt of your request by email to the address you provided. Your reservation request is irrevocable.
4.c.2 The reservation request becomes a definitive booking as soon as Ai Reisagent confirms it by sending a booking confirmation. At that point your mediation assignment takes effect. If you do not receive a booking confirmation within 24 hours and no staff member has contacted you by email or phone about any issues, please contact us by phone to verify.
4.d If the mediation does not succeed, the agreement is dissolved and you will receive the full amount back.
4.e The agreement for the actual travel service between you and the travel service provider is concluded upon acceptance of your offer by the relevant travel service provider.
4.f You cannot invoke the right of withdrawal (dissolution within 14 days at no cost) for services regarding accommodation, transport, etc.; these are excluded under EU law (Directive 2011/83/EU, implemented in the Netherlands in article 6:230p sub e of the Dutch Civil Code). If you live in another EU country, a right of withdrawal within 14 days only applies if this is mandatorily prescribed in your country.
4.g From the moment you click 'Pay', you enter into a payment obligation. If you do not pay, or if after booking and payment you withdraw from the booking, the cancellation terms of the service provider(s) who carry out the booked travel service(s) apply. In most cases this involves costs.
Information provision
5.a It may be necessary for us to contact you, for example in the event of later changes to travel services mediated by Ai Reisagent. You fill in your contact details, such as telephone number and email address, correctly and check regularly whether you have received messages from us. Incorrect or undisclosed information is at your own risk and liability.5.b You are also responsible for ensuring that our messages can reach you. We are not liable if you do not receive a message due to circumstances reasonably beyond our control, including: (i) an incorrect email address, (ii) email settings that block our mail, or (iii) spam filters that treat our messages as spam.
5.c Insofar as necessary for the performance of the agreement, Ai Reisagent provides your details and those of the traveller(s) to the relevant travel service provider(s). You can object to this before concluding the agreement via Customer Service. In that case Ai Reisagent is not liable if travel services cannot be carried out, or cannot be carried out correctly, due to the absence of information.
5.d You supply all correct information needed to make and carry out the reservation, including correct names of Travellers, (email) address, telephone number and payment details. You also ensure yourself that on departure you have the correct and valid travel documents (e.g. passport, visa, declarations, certificates, vaccination certificates, driving licence, consent forms and any ESTA forms). Take account of visa requirements for countries where you have a stopover or transfer.
5.e Ai Reisagent expressly points out that the first given name and surname of the traveller(s), as listed on the identity document, must be passed on as passenger data during the booking process. If you are a married woman, fill in the maiden name as listed on the identity document and not your husband's surname. Do not use additions such as 'spouse of' or 'widow of'. Examples: Mr John Doedel; First given name: John, Surname: Doedel. Mrs Klarina Jansen, married name Doedel; First given name: Klarina, Surname: Jansen. Do not use punctuation, hyphens (-) or accents. The surname and first given name must match the Machine Readable Zone on the identity document.
5.f If a traveller books a travel service in which his/her name is not stated correctly, this may lead to refusal of access to the travel service. If after confirmation it is found that the personal data or other relevant information is incorrect, please contact Customer Service. Costs are always charged for amending information in an existing booking, for which Ai Reisagent charges administration fees of 45 euros per service. For changes or cancellations of hotel, accommodation or car rental, administration fees of 45 euros per change or per ticket change apply. In addition, the relevant travel service provider may also charge change fees. These costs are also passed on to you.
5.g Ai Reisagent cannot guarantee that a name change or other changes will be accepted by the travel service provider.
5.h You are responsible yourself for ensuring that you are in possession of the correct and valid travel documents when travelling. For the avoidance of doubt: travel documents means all documents that may be required for you and the travellers to enter a country at the time of your trip. It is therefore very important to check the necessary travel documents for validity and completeness several times before your departure on the website of the Ministry of Foreign Affairs and on the website of the visa service (where you can find the necessary and up-to-date information per destination). Local regulations in this area change regularly. If your travel documents are incomplete or invalid, you may be refused access to your flight.
5.i Additional travel documents may also be required for a transfer at an airport.
5.j Many countries require your passport to be valid for six months after your stay. Applying for a visa can take time. You remain entirely responsible yourself for obtaining further information from the competent authorities about passport, visa and other obligations and for checking in good time before departure whether earlier information has changed. Ai Reisagent accepts no liability if a traveller does not have valid or required documents.
5.k For a single (one-way) trip, inform yourself in advance with, for example, an Embassy or Consulate about the necessary formalities. You book a one-way trip at your own risk and liability.
5.l Do not automatically assume that persons under 18 are allowed to travel alone. You check this yourself. Ai Reisagent is never responsible or liable when you, as the Main Booker, choose to book a travel service for someone under 18. Some airlines require children under 18 to bring a birth certificate.
5.m For many destinations vaccinations and/or malaria tablets are necessary. Without certain vaccinations, entry to a country may be refused. Even for short stays such as a transfer, vaccinations may be mandatory. For advice you can turn to the GGD (municipal health service), a vaccination office in your region or your GP.
5.n If you travel to or via the United States and wish to use the Visa Waiver Program (VWP), request authorisation via the Electronic System for Travel Authorization (ESTA). Do this preferably at the latest 72 hours before departure as soon as you have booked a Flight ticket and/or Accommodation. Without authorisation there may not be time to apply for a visa instead. Costs are for the Traveller's account and are paid by credit card. Travelling to or via the US without ESTA is not permitted. For more information, consult the ESTA website. Data of travellers to and from the US may be accessible to local authorities in the context of statutory security checks; ESTA uses data exclusively for security purposes.
Price
6.a The Price stated on the Website applies per person or per booking and includes only the travel service(s) and facilities as described on the Website and in publications of the travel service provider. The Price consists of the rate of the travel service(s) plus taxes and surcharges. During the booking process, an indication of taxes and surcharges is first shown; on completion of the booking the exact amount follows. Any administration fees of Ai Reisagent are stated during the booking process.6.b Rates may fluctuate during the booking process. Where the technical possibilities allow, you will be notified of this during booking.
6.c In some countries there may be taxes and/or levies passed on directly to travellers by or on behalf of local authorities, for example on arrival, departure or at the beginning or end of a stay. These amounts may vary in size and may not be included in the cost of the Flight ticket or Accommodation. These taxes and levies must be paid by the traveller. Ai Reisagent is never responsible for these taxes and/or levies. You are responsible yourself for obtaining the correct information.
Payment
7.a By booking travel services via the Website, you authorise Ai Reisagent to act as your intermediary towards the relevant travel service provider(s). You also authorise Ai Reisagent, insofar as necessary, to handle the payment of the travel service(s) on your behalf so that the transaction between you and the travel service provider(s) is carried out correctly. Ai Reisagent provides all necessary information in advance, including the total price, before you are bound by an agreement and payment obligation.7.b Immediately on placing your booking, you pay 100% of the price plus any administration fees.
7.c You can pay at Ai Reisagent in various ways indicated on the website. To prevent credit card fraud, you must provide the correspondence address of the credit card holder's address details as known to the bank. In some cases we will ask you for additional information about the credit card or refuse payment by credit card. At Ai Reisagent a payment by credit card is only accepted if it is in the name of the Main Booker or fellow traveller.
7.d Ai Reisagent reserves the right to suspend the delivery of an Accommodation, Flight tickets and Vouchers until Ai Reisagent has received confirmation that the payment transaction has been carried out correctly, or to cancel your booking in the event that Ai Reisagent can reasonably assume it to be fraudulent, among other things because the payment method is not legally valid and/or because you are not the lawful owner of such a payment method. Under these circumstances Ai Reisagent will try to contact you via the email address you provided at booking and/or via your bank. Depending on the degree of potential fraud or if Ai Reisagent cannot get in touch with you and/or with your bank, your reservation will be cancelled automatically for security reasons. You can never rely on the rates given on this booking. All forms of payment fraud may be reported to the police and to a collection agency. If the authorities so request, Ai Reisagent will provide your data to the authorities in accordance with the Rules and Legislation applicable in the country where you live.
7.e The full amount due must be received by Ai Reisagent no later than 24 hours after dispatch of the reservation request. In the event of non-payment, incomplete payment or late payment, you are in default and the booking will not be confirmed. If you book again, different rates and conditions may apply.
7.f Ai Reisagent only charges fees for certain payment methods to the extent permitted under EU law. The costs per payment method are specified on the Website.
7.g In some countries a surcharge is calculated for payments to the EU. This surcharge is charged by the credit card company or bank, not by Ai Reisagent, and depends on your agreement with the card issuer. Check with your company whether this applies.
Claims transferred
8. Claims against Ai Reisagent arising from or related to your booking cannot be transferred or pledged to third parties and are not susceptible to transfer or pledge. This provision has proprietary effect and thereby prevents a legally valid transfer or pledge.Privacy Act
9.a In connection with the booking, you provide personal data to Ai Reisagent. Ai Reisagent acts as a processor and processes data solely on the instructions and for the benefit of the traveller(s), in accordance with your instructions.9.b Ai Reisagent processes personal data in accordance with its privacy policy and the applicable (privacy) regulations. The processing of your personal data is governed by Ai Reisagent's privacy policy as set out in the Privacy Statement and Cookie Statement. The Privacy Statement and Cookie Statement describe in detail under which conditions and in what manner Ai Reisagent processes your personal data and your rights with respect to your own personal data. By using the Website, you declare that you accept the privacy policy applied by Ai Reisagent as set out in the Privacy Statement. These form an inseparable part of the Terms and Conditions.
Terms of use
10 The information, software, products and travel services offered on the Website may contain inaccuracies or typographical errors. Ai Reisagent may make improvements and/or changes at any time and on a regular basis. Ai Reisagent and/or travel service providers are in no event liable for direct, indirect or consequential damage in connection with the use of the Website or with delay or impossibility of using it.Liability
11.a In carrying out its mediation activities, Ai Reisagent observes the duty of care of a diligent contractor. Ai Reisagent is solely responsible for the correct handling of its own services.11.b Ai Reisagent is not liable for the correct performance and handling of the travel services booked through it by the relevant travel service provider(s). The general terms and conditions of the relevant travel service provider(s) apply to those travel services. Ai Reisagent accepts no liability for schedule changes, delays, overbookings or cancellations, nor for shortcomings or negligence of travel service provider(s), nor for the accuracy of information they provide, such as descriptions, photos, brochures, advertisements, social media, websites and other information carriers (whether or not via the Website).
11.c If you wish to file a complaint regarding the services of the travel service provider(s), we request that you contact the relevant travel service provider(s) directly.
11.d Ai Reisagent is not liable for damage, including consequential damage, that you or a traveller suffers as a result of cancellation, delay or being unable to board (overbooking) a flight and/or in any way falling short by the other travel service provider(s) in carrying out other travel service(s). All (direct and consequential) damage must be claimed by you or the traveller from the travel service provider, including (direct and/or consequential) damages that are not compensated under the compensation scheme of Regulation (EC) No 261/2004.
11.e Ai Reisagent is not responsible or liable for damage, including consequential damage, as a result of medical issues, such as physical and/or psychological conditions or limitations, including pregnancy or wheelchair dependence, save for requesting additional services from travel service provider(s) at your request.
11.f.1 It may happen that a requested additional service in connection with medical issues (e.g. medical assistance) or other additional services (e.g. accompaniment of a minor or a meal) is refused by the airline or other travel service provider(s), or that a confirmed service is nevertheless cancelled, for example due to operational changes or restrictions.
11.f.2 Damage, including consequential damage, due to a shortcoming, change or cancellation of such additional services by the airline or other travel service provider(s) is not borne by Ai Reisagent. No refund is given of administration fees charged by Ai Reisagent in this respect. Please address yourself to the responsible airline or travel service provider(s).
11.g Ai Reisagent is solely liable for an attributable shortcoming in its own obligations with respect to its own services.
11.h Should there be an attributable shortcoming by Ai Reisagent, Ai Reisagent will, in order to prevent damage, offer you a reasonable alternative as set out below in articles 11.i and 11.j in order to limit the consequences of the shortcoming and the damage to you and the Travellers as much as possible, unless this is impossible by objective standards or if this entails disproportionate costs for Ai Reisagent, taking into account the nature and extent of the shortcoming and the value of the administration fees charged by Ai Reisagent to you for the travel service(s) mediated by Ai Reisagent.
11.i In the event of an attributable shortcoming concerning the provision of Flight ticket(s) or the correct processing of changes notified in good time by the airline, Ai Reisagent ensures that you reach the intended destination within a reasonable period and within the same class of travel. If necessary, Ai Reisagent offers an alternative Flight ticket within the same class, possibly from another travel service provider. If this is objectively not possible, Ai Reisagent consults with you and with the travel service provider on a reasonable alternative.
11.j In the event of a shortcoming concerning the provision of Vouchers or the correct processing of bookings made by you, Ai Reisagent.nl ensures that, in consultation with you, a suitable alternative solution is found within a reasonable period and, if applicable, within the same class of travel.
11.k Report a shortcoming by telephone to Customer Service immediately upon becoming aware of it, so that Ai Reisagent can offer a reasonable alternative in good time and limit damage. Reports via other channels, such as email or social media, generally have a longer handling time and hinder timely assistance or are not handled. Ai Reisagent is not responsible or liable for additional costs as a result of failing to report, failing to report in time or failing to report correctly.
11.l Unless there is damage as a result of intent or deliberate recklessness of Ai Reisagent, or death or personal injury to you or a traveller caused by Ai Reisagent, Ai Reisagent is only liable for damage actually suffered and paid by you or a traveller, which is the direct result of an attributable shortcoming in Ai Reisagent's own obligations and which, taking into account the nature and extent of Ai Reisagent's shortcoming, bears a reasonable relationship to the value of the fees charged by Ai Reisagent to you for the mediation service(s) provided by Ai Reisagent. This liability of Ai Reisagent for damage you suffer as a result of an attributable shortcoming is, save for damage as a result of personal injury or intent or deliberate recklessness of Ai Reisagent, limited to three times the price, insofar as this is permitted by mandatory law of the country in which you live.
11.m Ai Reisagent is not liable if an agreement cannot be performed due to Force Majeure.
11.n Should any treaty or EU regulation apply to any form of damage, Ai Reisagent is free to rely on an exclusion or limitation of liability granted or permitted by the relevant regulations.
11.o Ai Reisagent is not liable for a shortcoming in an obligation if it is attributable to you or is a consequence of relevant information about yourself and/or a traveller not reported, or not reported in time, to Ai Reisagent by you, or if it is attributable to a third party not engaged by Ai Reisagent in carrying out the travel service(s).
11.p Liability for damage that you and/or a traveller suffers in connection with the exercise of a profession or business (including damage due to missed connections or not arriving at the destination in time) is excluded.
11.q Ai Reisagent is not liable for any commitments by its personnel and/or third parties (including the relevant travel service provider(s)) that recognisably deviate from the provisions in the Terms and Conditions or in the applicable terms of the relevant travel service provider(s), unless such commitments have been confirmed in writing to the email address you provided at booking.
11.r You are obliged to comply with all instructions given by or on behalf of Ai Reisagent and you are liable for damage caused by your conduct, to be assessed by the standard of the conduct of a proper traveller.
11.s You are obliged to avoid any damage on your side and to limit it as much as possible.
Cancellation / changes
12.a If you request Ai Reisagent to cancel or change an existing booking, the following applies:12.b In principle, booked travel services and Flight tickets and/or Vouchers issued on the basis thereof cannot be cancelled or changed on the basis of the terms applied by the travel service provider. This possibility only exists if it appears from the terms applicable to the relevant travel service that it is changeable and/or cancellable. If the Flight ticket and/or Voucher is changeable or cancellable, you can submit a request for change or cancellation directly to Ai Reisagent, but you can also contact the relevant travel service provider(s) directly.
12.c The right of withdrawal is excluded for services to consumers concerning accommodation, car rental services and services to consumers relating to leisure activities and transport (Directive EU 2011/83). This means that you can never dissolve the agreement at no cost.
12.d After a booking of separate travel services, your travel services, even in the event of a double booking, are definitively booked and can in principle not be changed (name, times, date and/or destination) or cancelled, or only in exceptional cases and only if the terms of the relevant travel service provider(s) allow this. Please note: hotel bookings can only be cancelled and rebooked, but not changed unless the travel service provider(s) have expressly granted permission. On rebooking, a different price may apply and a particular service may not be available.
12.e Any cancellations of, or changes to, the booked travel service(s) can only take place at your request. Only the Main Booker can change and/or cancel the booked travel service(s). If at your request a cancellation takes place of, or changes are made to, bookings already made, the cancellation fees or change fees associated therewith will be charged. For changing data in a booking already made, Ai Reisagent charges administration fees of 45 euros per service. For a change or cancellation of hotel, accommodation or car rental, the administration fees are 45 euros per change or per ticket change. In addition, the relevant travel service provider(s) may also charge change fees. These costs are also passed on to you.
12.f Prior to your booking, you can ask our Customer Service what the cancellation or change fees of the relevant travel service provider(s) are. This is always a snapshot. The travel service provider(s) may change this at any time.
12.g For requests to change or cancel a booked Flight ticket and/or Voucher, you, and if you have booked for several travellers, the main booker, must contact customer service by telephone no later than 5 days before departure, so that customer service is still able to handle the cancellation or change request with the relevant travel service provider(s). Requests for cancellation or change can always only be submitted by the main booker. You will receive an acknowledgement of receipt of your request, in which Ai Reisagent.nl confirms that your cancellation or change request has been received by Ai Reisagent and is being processed by Ai Reisagent.
12.h Cancellation and change requests received outside the opening hours of customer service are deemed to have been received by Ai Reisagent on the next working day.
12.i If it proves possible to cancel or change the Flight ticket, Accommodation or Voucher with the relevant travel service provider, Ai Reisagent will indicate what the costs are for the cancellation or change. The amounts mentioned by customer service are always only an indication of the cancellation or change fees of the travel service provider(s), to which you cannot derive any rights, because these fees are definitively determined by the travel service provider(s). The amount of the cancellation or change fees and of any refund by the travel service provider(s) is only definitive after the travel service provider(s) have confirmed these fees and any refund in writing.
12.j If there is a refund on your Flight ticket or Voucher in accordance with the terms of the travel service provider(s), this concerns a refund on the amount of Flight tickets or Vouchers including any tax, but excluding the administration fees charged by Ai Reisagent at your booking, ticket surcharges and any other travel services such as cancellation or travel insurance that you booked via Ai Reisagent and excluding administration fees charged by Ai Reisagent for services possibly performed after your booking.
12.k If the travel service provider agrees to the cancellation or change, you will receive the refund amount determined by the travel service provider in the context of the cancellation or change, less the administration fees, for which Ai Reisagent charges administration fees of 45 euros per service. For a change or cancellation of hotel, accommodation or car rental, the administration fees are 45 euros per change or per ticket change. In addition, the relevant travel service provider may also charge change fees. These costs are also passed on to you.
12.l Refunds depend on the policy of the travel service provider(s), as the case may be. If you qualify for a refund under such a policy, you should be aware that your refund is processed using the same payment method that was used to pay for your booking. No exception can ever be made to this.
Applicable law, complaints and disputes
13.a The services provided by Ai Reisagent are governed by Dutch law. If you are a consumer, you benefit from the mandatory provisions of the law of the country in which you live. Nothing in the Terms and Conditions affects your rights as a consumer to invoke such mandatory provisions of local law.13.b If you wish to file a complaint regarding the services of the travel service provider, we request that you contact the relevant travel service provider directly. For complaints about cancellation, delay of flights or if you are not allowed to board, if you are travelling into or out of the EU, or if you are travelling with a European airline, you have rights that you can claim from the relevant airline on the basis of (EC) Regulation 261/2004. See also article 7 of the General Terms and Conditions for Flights and www.vlucht-vertraagd.nl.
13.c Complaints about the services of Ai Reisagent must be submitted to customer service without delay after you become aware of the facts to which the complaint relates, but no later than within two months after the end of the travel service performed or, if the trip did not take place, up to two months after the original (departure) date stated in the travel documents.
13.d If you do not report the complaint in time, Ai Reisagent may decide not to handle it, for example if Ai Reisagent is not given the opportunity to remedy the complaint, and your possible right to compensation may (in whole or in part) lapse, unless you reasonably cannot be blamed.
13.e If your complaint is not resolved to your satisfaction, you may, if desired, turn to the Geschillencommissie Reizen (Dutch travel disputes committee) no later than within twenty-four (24) months after the date of submission of your complaint to Ai Reisagent. Only a Dutch court has jurisdiction to hear these disputes, unless on the basis of mandatory rules in the country in which you live another court has jurisdiction.
13.f Your rights of claim lapse two years after the end of the travel service or, if the travel service did not take place, two years after the original departure date, unless another provision applies on the basis of mandatory rules in the country in which you live.
13.g The European Union offers a platform for online dispute resolution under Regulation (EU) No 524/2013 on online dispute resolution for consumer disputes. You can find it here: https://ec.europa.eu/consumers/odr.
Final provisions
14.a The original text of the Terms and Conditions has been drawn up in the Dutch language and is always leading in the interpretation of the provisions contained herein.14.b If at any time Ai Reisagent does not invoke (any of) the provisions of the Terms and Conditions, you cannot regard this as a waiver of the right to invoke (any of) these provisions at a later time.
14.c If any provision of the Terms and Conditions is not valid, not binding, null and void or voidable, this has no consequences for the validity of the other provisions. Ai Reisagent will, as soon as possible after the invalidity, nullity or voidability has become apparent, provide a new provision that is valid.
14.d Ai Reisagent reserves the right to amend the Terms and Conditions without any notice, if changes are necessary due to new statutory provisions or changes in the services. During the booking process, the most recent version will always be made available for download.