StarLux Airways
Terms Of Use
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 StarLux Airways 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 selling all type of Starlux Airlines's tickets, we will colllect the ticketing fee per passenger on each flight and ticket price will not be the same with other websites or in different time of checking.
All information on this site is conducted and belongs to https://www.starlux-airways.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
You may carry some baggage, free of charge, subject to Our Regulations, which are shown in our Passenger Ticket and Baggage Information on our website. The free of charge Baggage must be subject to conditions and limitations in Our Regulations.
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
You are not allowed to bring in the baggage:
Explosives: Fireworks/Ammunition/Flares
Gases: Gases/Scuba Tanks/Butane/Propane/Lighter fuels
Flammable Liquids: Gasoline/Paints/Kerosene
Flammable Solids: Charcoal
Oxidizing substances & Organic Peroxides: Bleaches/Oxygen Generator Chemicals
Toxic & Infectious Substances: Infectious Substances/Poisons/Arsenic/Cyanides/Insecticides
Radioactive Materials: adioactive Items
Corrosives: Hydrochloric Acids/Wet Batteries/Mercury
Miscellaneous Dangerous Goods: Magnetized Materials/Large Speakers
4. Right to refuse carriage
The carrier may refuse to carry as Baggage the items described in Article IV, and we 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 carrier 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.
Specific information should be provided on request by contacting us through 24/7 supporting email: reservations@starluxairlines.com
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
| Type of checked baggage | First Class | Business Class | Premium Economy | Economy Class | Infant | |||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Saving | Basic | Full | Saving | Basic | Full | Limited | Saving | Basic | Full | |||
| Piece Concept | 3Pcs / 32Kg | 2Pcs / 32Kg | 2Pcs / 32Kg | 2Pcs / 32Kg | 2Pcs / 23Kg | 2Pcs / 23Kg | 2Pcs / 23Kg | 1Pc / 23Kg | 1Pc / 23Kg | 2Pcs / 23Kg | 2Pcs / 23Kg | 1Pc / Same as the allowance of an adult |
| Weight Concept | - | 45KG | 45KG | 45KG | - | - | - | 20KG | 30KG | 30KG | 35KG | 1Pc / Same as the allowance of an adult |
Important note:
- It is recommended to avoid single checked baggage exceeding 23kg(50lbs).
- Baggage over 32kg(70lbs) must be repacked before they can be accepted as checked baggage.
- 158 cm/62 inches of exterior dimension (length + width + height) is recommended.
- If Free Checked Baggage is over as provided, passenger is required to buy for upgrading their Checked Baggage at the airport.
7. Carry-on baggage
Carry-on baggage includes hand-carry baggage, personal items, special items, and cabin seat baggage.
a. Hand baggage
| Class | First Class / Business Class | Premium Economy Class / Economy Class |
|---|---|---|
| Quantity | 2 pieces | 1 piece |
| Total weight | 14 kg
10 kg maximum per piece |
7 kg |
| Dimension | 6cm x 36cm x 23cm（22×14×9 inch）or total 115cm（45 inch）. These dimensions include wheels, handles, and side pockets. | |
b. Personal Items
In addition 7kg of hand baggage, Passengers are allowed to bring extra a small handbag (include below bags) with a maximum dimension of 40cm x 30cm x 10cm (16×12×4 inch) or total dimensions (the length, width, and height combined) of 80cm (32 inches), including wheels, handles, and side pockets):
- Laptop, personal purse, small backpack and briefcase
- Personal clothing
- Light camera and camera bag
- Rain gear (umbrella or raincoat)
- Food and drink
- Reading materials
- Infant passengers can bring food and nappies within 5 Kg
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. Special services
We will try to ensure that special services requested by you when you make your reservation, such as religious or dietary meals, or wheelchairs from the airport check-in to the aircraft are available. We will not, however, be liable to you for loss, expense, breach of contract or other damage should we, for any reason, be unable to supply such previously requested service. If you are a passenger with a disability and you require any special assistance you should inform us at the time of booking of your special needs. We may require that you travel with an attendant if it is essential for the safety of the flight or if you are unable to evacuate yourself from the aircraft or you are unable to understand safety instructions. We reserve the right to cease accepting passengers who must travel on a stretcher on any flight. On flights where medical oxygen is permitted you may be charged for the service of medical oxygen (and you may be required to be accompanied by an attendant).
4. Onboard services
For operational reasons, we do not make any guarantees about the provision/availability of in-flight entertainment equipment and advertised programs; advertised special meals or any other type of meals; or the availability of advertised in-flight services.
5. 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.
6. Reservation requirements
We or our Authorized Agents 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.
7. Service charges
Beside the base fare, taxes and service charges (airlines fuel, passenger service charge, ticketing fee...) will be included in your ticket price.
8. Cancellation of onward reservations
Please be advised that if you do not show up for any flight without advising us in advance, the return flight will be automatically canceled due to passenger did not on board for the departure flight.
We will only proceed to cancel and refund tickets after receiving passenger confirmation accepting the announced refund/cancellation fee. The cancellation fee will be determined based on the time the passenger sends the confirmation email.
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@starluxairlines.com for further advice.
9. 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.
10. Schedule Change
The airline has right to cancel a scheduled flight and replace with another flight. Schedule change should be noticed to passenger by phone, email (to the registered email address when placed the booking).
If the replacement flight departs “less 3 hours” earlier/later than the old flight, the Airline will notify the passenger directly at the airport:
- The original fare rules is still applied.
- There will be no announcement of scheduled change through email. The airline will inform the passengers directly at the airport.
11. Personal data
As an online booking agent we may use and disclose your personal information to third party that performs services such as StarLux Airways or codeshares partners of StarLux Airways (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.
12. 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@starluxairlines.com
We will consider your silence as receiving of our e-ticket email confirmation and should be no claiming upon that.
13. 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@starluxairlines.com for further advice.
14. 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.
15. 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
Note: In cases of force majeure problems such as natural disasters, epidemics/pandemics etc., the below fare rules (refund/reschedule/reroute) may not be applied and must comply with the policy of each Airline during that period.
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. Depending our the fare type, 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:
| TICKET CLASS | CANCELLATION | CHANGE | NO-SHOW | ||
|---|---|---|---|---|---|
| Before departure | On/After departure | Before departure | On/after departure | ||
| Economy Limited | Not Permitted | Not Permitted | Permitted with fee | Not Permitted | Not Permitted |
| Economy Saving | Permitted with fee | Not Permitted | Permitted with fee | Not Permitted | Not Permitted |
| Economy Basic | Permitted with fee | Permitted with fee | Permitted with fee | Permitted with fee | Permitted |
| Economy Full | Permitted with fee | Permitted with fee | Permitted without fee | Permitted with fee | Permitted |
| Premium Economy | Permitted with fee | Permitted with fee | Permitted with fee | Permitted with fee | Permitted |
| Business Saver | Permitted with fee | Permitted with fee | Permitted with fee | Permitted with fee | Permitted |
| Business Flex | Permitted with fee | Permitted with fee | Permitted with fee | Permitted with fee | Permitted |
| First Class | Permitted with fee | Permitted with fee | Permitted without fee | Permitted with fee | 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://www.starlux-airways.com or email support 24/7: reservations@starluxairlines.com for support on change procedure and fee.
- Multiple change fees: Highest change fee of all change fare component applied.
Cancellation:
- The cancellation fee depending on the route, please contact us via website https://www.starlux-airways.com or email support 24/7: reservations@starluxairlines.com for support on cancellation fee.
- 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 GMT+8).
Combination:
- Permitted with most restricted condition applied
Note:
- Ticketing fee, Taxes and Airport fee is not refundable for promotion class.
- Ticket transferred to other passenger: Not permitted.
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@starluxairlines.com
Sincerely thanks for choosing our service!