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Rules and conditions


Change, refund and other fees

The following rules are valid for all tickets for charter flights, operated by Penguin Travel, regardless if the tickets have been booked online, through one of our call centres or partner agencies and regardless of the tickets’ price at the moment of their purchasing.


Ticket prices and availability are based on information received directly from the airlines. Penguin Travel acts as an agent for the supplier of flight tickets. Penguin Travel has no liability for schedule changes, cancelled flights, lost/damaged luggage, luggage not included in the ticket fare or events that hinders or interrupts the completion of the journey. The air carrier bears the responsibility for the execution of the flight journey. When purchasing tickets from a common air carrier (e.g. not a charter flight) such as Lufthansa, SAS, Turkish Airlines, it is the responsibility of the customers to familiarize themselves with the air carriers policy for online check-in procedures, luggage rules, luggage prices etc. When purchasing tickets for Penguin Travels charter to/from Bulgaria, the information and prices in the above table applies. Penguin Travel reserves the right to change, delete or add to ticket prices and other service fees as well as information in provided under „Rules and Conditions”. Minor mistakes or inaccuracies on this site may occur. Air carriers may have made changes of their own and not informed us of these changes. Penguin Travel cannot accept liability for these errors.

Travelling with pets
On Penguin Travels charter flight to either Sofia or Burgas, pet dogs or cats are welcome onboard in the cabin of your flight if they are under 8 kgs and a place has been reserved for them. This service has to be booked in advance to a Penguin Travel employee by email or phone as early as possible and within 24 hours of purchsing your ticket. There are limited numbers of pets permitted per flight. Reserving a place for your pet can only be confirmed once the air carrier confirms to Penguin Travel. Remember to bring a health certification for your pet. Pets must be placed in pet cages. See measurements above. On airline passenger flights, it is the responsibility of the passenger to research the airline policy on travelling with a pet.

Children, babies and unaccompanied minors
Children are under 12 years old. Babies are under 2 years old. On most flights including Penguin Travels charter to and from Bulgaria, it is not possible to reserve a seat for a baby. Babies are expected to share a seat with a parent. Age and date of birth of children and babies must be given upon reservation. In some cases, flight tickets with airline passenger flights can be lower for children. On Penguin Travels charter flights to and from Bulgaria, there is no price difference between children and adults.
Unaccompanied minors (UM) have to be informed about when making a booking. The name of the person picking up the child at the arrival airport has to be given. This information will be relayed to the arrival airport. The person dropping the child off at the departure airport has to stay in the airport until the flight has departed. It is the responsibility of the person making a booking for an unaccompanied minor to check the rules for UMs in the country they are travelling to. Some countries do not allow UMs to enter a country and handed to a person unless both parents or a guardian has signed a sworn statement allowing the child to travel alone or with a named third party. The statement should also mention the name of the person entrusted with picking up the child upon arrical. The person picking up the child should carry identification documents.

Changes to flight tickets
A change means either a name change or a date change to an existing ticket. Fees for changing such details on a Penguin Travel charter ticket can be seen above. All fees mentioned above are per leg/direction, i.e. a return ticket contains two legs/directions. In the event of a price difference in the ticket prices for a change in ticket dates, the difference in price must be paid by the passenger in addition to the service fee. If the ticket price is lower than the orginally purchased ticket, it is not possible to receive the difference in price as a refund. Fees for changes to tickets from airline passenger flights will be charged to the passenger. In case of a higher ticket price when changes dates, the difference in price and the service fee will be charged to the passenger. Please be informed that payment fees will be applied if you choose to pay inline with eithrer a debit or credit card. These fees are collected automatically from the payment system and do not go to Penguin Travel. A notification of these charges will appear when starting the online payment process, and before you give final consent to execute the payment.
It is not possible to claim reimbursement for these fees.

Flight times and changes
Please be aware that flight times indicated in your booking confirmation are temporary and may change. The airline may change their flight times and these changes are outside of Penguin Travels control. Penguin Travel as a third party agent is not responsible for delays or cancellations. These changes may occur with very short notice. Penguin Travel will always attempt to inform ticket holders pruchased through us via email as soon as possible after receiving information from the suppliers. It is the responsibility of the ticket holder to inform us of their correct email adress. We recommend that all ticket holders check their flight status and flight times 48-72 hours before departure. Flight times can be found on the airlines website, the airports website or by calling Penguin Travel. Please be aware that all flight times are in local time.


Passenger responsibiltities
Full names of all passengers have to be commincated at time of booking. Full names should be equal to name stated in passport. Notice should be given to Penguin Travel if there are children under 12 years old travelling and babies under the age of 2 years old. Date of birth of all children and babies must be communicated to Penguin Travel at time of booking. It is the responsibility of the passenger to inform of correct email address at time of booking. All correspondence including confirmations and notice of delays or changes to flights will be sent to the email address on file. It is the responsibility of the passenger to check flight times and arrive at the airport minimum 2 hours before departure. It is the passengers own responsibility to know and understand the visum rules and procedures of the destination. Passports should be valid and compliant with the country’s admission rules. Passengers should be familiar with recommended and mandatory vaccinations for entry into the country. It is the passenger’s responsibility to produce proof of mandatory vaccination.

Check-in and airport procedures
It is recommended to arrive at the airport for check-in at least two hours before departure. Remember to bring your flight tickets or flight ticket vouchers. Remember to bring your passport or, in some cases, your valid EU national identity card. When travelling with Penguin Travels charter to and from Bulgaria, it is not possible to check-in online. Check-in takes place at the check-in counter at the airport. It is not possible to choose seats before the flight. Seats are allocated upon check-in at the airport.

Hand luggage and check-in luggage shall meet all requirements in terms of size and weight. Please note that a fee for overweight will be collected at the airport if the luggage weight is exceeded. See fee rates for Penguin Travels charter flights in the above pricelist. Penguin Travel is not responsible for damaged, lost or delayed luggage. You must notify the airport staff at the airport and fill in a so-called PIR report (for evidence for future complaints or insurance claims) if your luggage has been injured, lost or delayed. All complaints and claims for compensation should be directed to the airline.

Visa for Bulgaria
All Danish citizens can travel into Bulgaria visa-free for up to 90 days. Passports should be valid for the length of the stay, but it is recommended that the passport is valid for 6 months beyond the length of stay. Danish provisional passports are recognized. Foreign nationals, including persons with Danish refugee passports, are encouraged to seek information at the Bulgarian embassy or consulate about visa rules of the country.