General Terms and Conditions

Welcome to the website, www.ciel-voyages.eu, thank you for your visit!

S.C. Ciel Voyages S.R.L., established in 1997, is a company with 100% Romanian capital and the first travel agency in Romania that specialized in offering personalized tourist packages. Having its registered office in Romania, Cluj county, Cluj-Napoca municipality, 400129, Eroilor Blvd no. 19/4, phone: 0264 590966, fax: 0264 590964 and e-mail address: daniel.tamasan@ciel-voyages.ro. The company is registered at the Trade Registry Office under number J12/661/1997, with unique registration code RO 9469567, share capital 25,000 RON and is registered under Tourism License no. 1227, for travel agency tour operators.

The data provided by users is confidential, and Ciel Voyages undertakes to use it for the benefit of the business relationship between the client and the Ciel Voyages travel agency. Your personal data may be used by Ciel Voyages for the purpose of promoting and providing tourist packages, in telephone information (directly by telephone, via SMS and through other means / applications) or e-mail, in the provision of informative materials or documents postal travel and courier services. These data may be transmitted only to the responsible authorities for the purpose of verifying commercial transactions, making statistical reports or other legal authorities for the performance of any documentation and verifications justified by law.

Ciel Voyages undertakes to respect the rights conferred by Ordinance no. 130/2000 on consumer protection when concluding and executing distance contracts with its subsequent amendments, by Law no. 677/2001 regarding the protection of individuals with regard to the processing of personal data and the free movement of such data, by Law no. 365/2002 regarding electronic commerce as well as those conferred by Law no. 506/2004 on the processing of personal data and the protection of private life in the electronic communications sector. For more details, we invite you to consult the pages related to the General Terms and Conditions as well as the Cookie Policy where the way we use cookies is detailed.

Site Terms of Use

Ciel Voyages offers you the opportunity to browse our website, www.ciel-voyages.ro, with the mention of respecting the following conditions of use:

The site is intended to be used only for personal purposes.
We do not allow copying, partial or full reproduction of the content or design of the site, downloading or listing copies of the content, distribution of parts of this site in any kind of medium, both for personal and commercial purposes without requesting and obtain prior written consent from Ciel Voyages.
It is forbidden to affect the security of the site by any means, and any attempt to access or affect the server that hosts our site, www.ciel-voyages.ro, will implicitly be considered as an attempt to defraud, therefore we we reserve the right to request a specialized investigation, under the laws of the Criminal Code in force.
We do not accept discriminatory or vulgar comments related to race, ethnicity, religion, sex, social status or political views, derogatory or pornographic materials of any kind, or those that violate applicable laws.
Any suggestions, comments, travel impressions and other materials (e.g. pictures, videos, etc.) from your travels are welcome, they also become the property of S.C. Ciel Voyages S.R.L. All these documents can be sent to daniel.tamasan@ciel-voyages.ro, specifying the details of your trip.

Trademark and disclaimer

The content of our website (e.g. web graphic elements, programs, documents, texts and other data) are the property of S.C. Ciel Voyages S.R.L. and its partners, being protected by the Copyright Law but also by the Intellectual and Industrial Property Laws. The images present on the site are either owned by S.C. Ciel Voyages S.R.L., or have been taken from the web space. Ciel Voyages and all visual identification data as well as the name and motto (“Artisan du Monde”) are registered trademarks of S.C. Ciel Voyages S.R.L. being protected by the Intellectual Property Legislation.

General Conditions for the Sale and Reservation of Airline Tickets by the Ciel Voyages Travel Agency

S.C. Ciel Voyages S.R.L. commercial company is an accredited travel agency for the business of booking and selling plane tickets for both domestic and international flights, directly or through resellers. In order to offer and fulfill these services as part of its business, Ciel Voyages is authorized by the airlines operating these flights to act only as an intermediary for these companies subject to the rules and commercial restrictions imposed by the airlines, as direct providers.

The reservation and sale of plane tickets is done in compliance with the following conditions:

Flight reservations are made with the help of international and / or airline reservation systems that allow our agency access to the company's database to make the actual reservations.
Once the reservation is made, the passenger will receive from the agency information about the ticket sales rate, valid on the date of the reservation (including airport taxes, fuel related taxes, other similar taxes, but also Ciel Voyages travel agency service rates), as well as the information regarding the conditions, restrictions and rules applicable to the plane ticket that can be purchased based on that reservation. All conditions, rules and restrictions applicable to an air ticket are those established by the airline, the service fee policy of the travel agency Ciel Voyages, as well as other external factors (e.g. the obligation to hold a visa, a vaccine, etc.) independent of the policy and will of our agency.
As airlines often charge fees for booking and blocking certain seats on operated flights, we invite you to take these seats yourself for the flight classes in which you have your tickets directly from the pages of the operating companies, so you will have the opportunity to you choose, from the available seats, the ones you want on each flight. Also on the website of the airlines you will be able to find information regarding the type of aircraft / aircraft for your flight / flights, the configuration of seats in its / their cabin, the meals (if any) to be served during the flight / flights, the location of lounges / waiting rooms (if any) at the airports you will transit through and other useful information. If you do not take these seats online, before your trip, you will receive the seats allocated to you as soon as you present the necessary travel documents your passport (with a valid visa if a visa is required in the respective country / countries) / identity card and plane tickets at check-in.

Airline Ticket, fares, issuance and payment methods for airline tickets

The plane ticket is the document, document or electronic agreement on the basis of which the flight is carried out. The air ticket is issued by the agency or its authorized partners, but is the property of IATA / BSP or the operating airline for which it was issued. The terms of the contract and the information written on the plane ticket (in written or electronic form) supplement these general conditions. It is considered that the passenger who came into possession of the plane ticket has become aware of all this information.
The issuance of reserved plane tickets and their payment will be made according to the conditions established by each individual company. The agency informs the passenger about the period until which his reservation is valid so that he can pay the price of the plane ticket in time. The payment terms can be changed at any time by the operating airline, in which case the agency will notify the passenger about the change, but cannot be held responsible in any way by him for any cancellation.
The contractual relationship between the agency and the client appears when the latter has fully paid for the plane ticket and taken possession of it. However, before actually paying for the ticket, the customer must inform the agency about all the conditions and restrictions applicable to that ticket and read these general conditions.
Clients of our agency have the possibility to pay for the plane ticket in RON, USD ($) or EUR (€). In the case of the last two currencies, payment will be made at the NBR exchange rate of the respective day, +2%.
Air ticket prices sold through the agency are the result of a complex system of tariff rules, contractual tariffs, tariffs published in centralized reservation systems, airline taxes, special tariffs, the service tariff of the Ciel Voyages travel agency, etc. Under these conditions, each separate flight involves the calculation by the specialized agent of the applicable fare for the respective plane ticket. The same flight with the same airline may generate different fares depending on the comfort class or when the ticket is issued. Due to the multitude of fares that are applicable to airline tickets, they, as well as the rules applicable to them, cannot be displayed or published collectively. Also, the information related to the rules, which comes from the written or computerized communications by the company, through the centralized reservation systems or directly to the agency, has a continuous character, the changes can be permanent, therefore they cannot be translated and published in any document. The selling price of the air ticket is firm after the customer has requested it and after it is issued, and its consideration is written in the tax invoice issued by the agency.
Of course, for the services provided, the Ciel Voyages travel agency reserves the right to apply different service rates depending on the complexity of these services provided but also depending on the workload for providing these services. These service fees are non-refundable!
The price of the plane ticket usually includes airport taxes, fuel taxes, other similar taxes but also the service fee of our agency. However, it is good to remember that situations may arise independent of the will of the agency, in which after the issuance of the plane ticket or even during the trip, the passenger may be asked for other additional fees, which were not charged initially, a situation in which the agency of tourism Ciel Voyages cannot be held responsible.

Rights and Obligations of the Parties

The agency is responsible for the correct issuance of air tickets and for informing the passenger in good faith of the conditions applicable to the air ticket sold.

Passengers will be informed, without the need for an acknowledgment signature, as follows:

by displaying in a visible place in the agency and / or on our website, www.ciel-voyages.eu, the present general conditions for the sale of plane tickets, as well as by the communication by the agency representative of the conditions, penalties and restrictions of use, modification or cancellation of the plane ticket and / or the reservations made.

If the passenger informs the agency representative that he intends to transport: animals, birds and/or objects with special regime (weapons, ammunition, explosive, corrosive substances, etc.) the agency representative will inform the passenger about the special conditions and transport restrictions of them, in accordance with the legal provisions in force and in accordance with the regulations of the airline.

The representative of the agency will inform the passenger that he has the obligation to read these general conditions before buying the plane ticket. Once the plane ticket has been purchased, it is assumed that the passenger has become aware of all the information related to the respective ticket, he can no longer invoke their ignorance later and claim any compensation from the agency. The passenger has the obligation to present himself at the airport counters of the airline with which he is going to travel for the registration and delivery of luggage (check-in) at least 2 hours before the time of departure, for local and European flights, and for intercontinental ones with the a little over 3 hours before the flight, after which he will complete all the other necessary formalities. Some airlines or airports may, in certain situations, request the presence at the airport chair earlier, for which reason the passenger has the obligation to request, 24 hours before departure, information from the airline or the airport, regarding the time of presentation at check-in.

Ciel Voyages travel agency is not responsible and cannot claim compensation because the passenger did not fly, in the following conditions (individual or cumulative):

This measure is necessary to comply with any applicable national or international regulations.
The carriage of the passenger or the passenger's luggage could endanger or affect the security, health or material condition, respectively the comfort of other passengers or the crew.
The passenger's mental or psychological condition, including being under the influence of alcohol or drugs, poses a risk to the passenger, passengers, crew or property.
The passenger has behaved inappropriately during another flight and/or at the airport and it is possible that such behavior may be repeated.
The passenger refused to pay the applicable fare, taxes or charges and/or to submit to the security check.
The passenger does not have valid travel documents, the passenger tries to enter a country that he only has the right to transit through or for which he does not have valid travel documents, the passenger destroys the travel documents during the flight or refuses to surrender the travel documents to the flight crew, against written confirmation, when requested to do so.
The passenger presents a ticket that was purchased illegally, was purchased from an entity other than our agency or our authorized agent, or has been declared lost or stolen, or if they cannot prove that they are the person named on the ticket.
The passenger does not comply with the regulations and instructions in force regarding safety and security.
The passenger did not show up on time for check-in or boarding (at least 2 hours before the departure time, for local and European flights, and for intercontinental ones at least 3 hours before the flight).
The passenger is denied boarding due to problems related to his personal documents (e.g. lack of a valid entry visa for the country of destination, false visa, passport with a ban, etc.) or in the event of any unjustified refusal by the authorities to allow his travel.
Other circumstances or cases of force majeure, which the Ciel Voyages agency could not foresee or avoid (e.g. bankruptcy of the airline).

Ciel Voyages travel agency is not responsible for delays or schedule changes of the airline for which the ticket was issued, for the quality of the flight or for the services related to the flight (e.g. loss or damage of luggage, etc.), obligations that exclusively and directly fall in charge of the airline and/or related airport operators. In such situations, the passenger will contact the carrier directly, which will compensate the passenger in accordance with the international regulations in force. If the passenger cancels the purchased plane ticket, before or after the start of the journey, he is entitled to a partial refund of the fare paid, after deducting the penalty fees, including Ciel Voyages' service fees, of course if the fare and its conditions allow the refund . The passenger can change the purchased ticket only under the conditions established by the airline for which it was issued, with the payment of some fare differences established by the airline, including the Ciel Voyages service fee for changing the reservation, of course if the fare and its conditions allow the modification.

The passenger cannot use only some flights of the itinerary related to the purchased ticket. The passenger's non-appearance on the first flight is considered a waiver of the entire ticket (no-show clause) and the provisions of these general conditions and / or the conditions of the respective ticket are applied. The ticket is non-transferable to another person.

Failure to show up for the flight entails the loss of the trip, with a penalty of up to 100% of the ticket value, in accordance with the regulations of the airline and these General Conditions. In the event that the passenger, through his own fault, only partially uses the flights listed in the purchased plane ticket, he will not be able to claim compensation of any kind from our agency or the company / airlines for which the ticket was issued.

The passenger has the obligation to ensure that he fulfills all the conditions and formalities necessary for his trip (e.g. health, immigration department, police, passport, visa, vaccines, etc.), our agency not having any responsibility towards the passenger from this point of view. Denied boarding for one of these reasons falls under the sole responsibility of the passenger, without the latter being able to claim compensation from our agency.

The agency will inform the passenger in good faith of the formalities required for the requested trip, according to the information provided by the computerized reservation system, but cannot be held responsible for the veracity of this information, nor held responsible for providing it or not, because the information service it is an additional one and is not related to the air ticket issuing service. The travel agency Ciel Voyages is not responsible for any damage or inconvenience caused to the passenger during the flight or due to schedule changes, flight delays, etc., circumstances beyond our control and will.

Due to the situation created by the massive requests for political asylum or illegal stays in different countries and territories, the authorities of all states, even in the presence of the entry visa issued by the embassies of the respective countries, may refuse without explanation to allow the passenger to cross the border or board the plane. In such situations, no compensation can be requested from the Ciel Voyages agency.

If the passenger's purchased plane ticket is stolen (in the case of paper tickets), on the basis of a declaration on his own responsibility and supporting documents issued by the Police, he can request the agency to issue a duplicate according to the ticket, in exchange for the payment of a fees set by the airline. The agency undertakes to provide passengers purchasing air tickets with at least information about (not necessarily in written form):

the flight itinerary, as well as the airline operating on the requested route;
the cost of the plane ticket and the tariff conditions of the ticket;
operating schedule: take-off, landing, layover;
the nature of the flight (regular / charter / low fare (reservation made elsewhere than in CRS);
the amount of baggage that the passenger has the right to transport free of charge, both as hand baggage and as checked baggage, as well as the cost / kg (approximate) of the baggage that exceeds the allowed weight;
seat allocation on the plane;
the possibility and conditions of changing the travel dates;
the possibility and conditions of partial or total reimbursement of the ticket price;
conditions for issuing the ticket with a minimum of time in advance;
type of ticket issued: electronic or paper;
information in case of ticket loss;
the possibility of full or partial reimbursement of the ticket.

Ciel Voyages travel agency undertakes to inform the passenger of the carrier's identity and in the event of any changes/changes, undertakes to inform the passenger. The agency also undertakes to make known details regarding the transport of unaccompanied minors, disabled persons, pregnant women, sick persons or other persons who require special assistance, after a prior notification from the client.

After the ticket is issued, all responsibility for the performance of the trip, including the carriage, delivery delay, damage or loss of baggage belonging to the passengers, rests with the airline, and this in accordance with the regulations and special legislation in force. Liability for loss, delay or damage to luggage is limited, except in cases where a special declaration of value has been made in advance and the related fees have been paid. In accordance with the provisions of the Warsaw Convention, for most international journeys (including their domestic segments) the carrier's liability is limited to approximately USD 20 ($) / kg for checked (checked) baggage and USD 400 ($) / passenger for non-checked (hand) luggage. For passengers traveling only within the US, federal laws require the amount to be at least $2,800 ($)/passenger.

When the Montreal Convention applies (in the case of carriers from the European Community), in the event of the destruction, loss, damage or delay of luggage, in most cases the "1000 Special Drawing Rights" apply, approximately EUR 1,200 (€), respectively 1,470 USD ($) / passenger. Certain carriers do not assume responsibility for the carriage of fragile, valuable or perishable items. Additional information can be obtained directly from the carrier.

Passengers are advised to check the travel conditions 24 hours before the travel date (e.g. airport call center, airline website or directly at the travel agency).

Complaints

Any complaint regarding the plane ticket purchased shall be made in writing, within a maximum of 7 calendar days from the date of the complained event, attaching all the relevant documents that the passenger. Complaints that are not made in writing will not be considered! The Ciel Voyages travel agency will forward the respective complaint to the airline for which the ticket was issued and the solution given will be the one communicated by the airline, as the owner of the ticket. The agency will inform the passenger about the solution given by the company to the complaint, in writing, within 5 working days after receiving the response from the company, except in exceptional cases. If the passenger is not satisfied with the answer he received, he will directly contact the airline that made the flight.

The passenger will be compensated directly by the airline in all cases where it decides to do so, the agency not being obliged to mediate such compensations. Any claim shall be made by the passenger in accordance with these General Conditions of Sale of Airline Tickets.

The New Regulations of the European Union Regarding Security in Airports

To protect against new threats with liquid explosives, the European Union (EU) has adopted a series of rules that restrict the amount of liquids you can take through security checkpoints. These rules apply to all passengers departing from EU airports regardless of their destination.

Therefore, checks will be made at the security checkpoints related to the liquid substances you wish to transport, in addition to other prohibited items. However, the new rules do not limit the amount of liquids you can buy from shops beyond where you present your boarding passes or on board aircraft operated by an EU airline. The new rules apply from 06.11.2006, at all airports in the EU, as well as in Norway, Iceland and Switzerland, and are valid until further notice with all current and future changes.

You will only be allowed to take small amounts of liquids in your hand luggage. These liquids must be packed in individual containers of maximum 100 ml each. You must put these containers in a transparent, resealable plastic packaging, but not more than 1 l / passenger.

To assist security screening operators, you must:

take off your coat or jacket - it will be scanned separately, while you will be checked;
show all the liquid products you have with you and present them separately from the other luggage at the control points;
remove all items from your pockets (phones, keys, small money, etc.) and, if applicable, jewelry, belt and wristwatch, placing them in specially designed trays to be controlled separately;
remove laptops and other larger electronic devices from your hand luggage - they will be scanned separately, while you will be checked.

CAREFUL! We recommend that people with pacemakers inform security before going through the metal detector gate.

You must keep in mind that any expenditure made especially for duty-free products must be accompanied by a receipt proving the product. Contrary to the generally known belief that duty-free products do not carry taxes, this is valid in the case of the country where you purchased the product(s). We recommend that you do not exceed the limit of products that you take with you, and this is because most countries / territories have clear limits on the import of food, alcohol or tobacco (and not only). Also, each individual state has certain rules/laws regarding the import of goods either for its own citizens or for foreign citizens.

As of January 31, 2014, liquids purchased duty-free or from any airline (which offers the possibility to purchase duty-free on board aircraft) may be carried on board the aircraft as hand luggage. Imported is that the item(s) purchased and the related receipt be sealed at the time of purchase inside a bag fitted with security features, with a red border. Do not open the security bag until you reach your final destination. Security officers can open the bag to carry out the security check. In this case, ask the security officer to reseal your purchased item(s) also in a bag fitted with security features. Liquids must be packaged and sealed according to regulations within the last 36 hours. Keep the original receipt (inside the sealed bag) until you pass the last checkpoint.

Documents Necessary for the Purchase of a Tourist Package

Copy of your passport (your passport with a minimum of 6 months validity from the date of your return to the country and preferably with a minimum of 2 free pages at the end of your trip, allocating one free page for each country/territory you are going to visit (with a valid visa in case a visa is needed in the respective country/countries).
Copy of the Identity Card;
Home address (if it differs from the one in the Identity Card);
Telephone number and e-mail address;
Mailing address (address to which your travel documents will be sent).

In certain situations, we may also ask you for other documents to be able to complete your travel documents (e.g. copy of the loyalty card(s) of the company/companies you are going to fly with, copies of visas already issued, etc.).

Terms and Conditions for Tour Packages

The tourist programs will act as a contract between the parties and / or will be considered as appendices to an already valid contract, and it is also considered that the passenger who agreed to purchase such package of tourist services from our agency, took to aware of all this information. The travel agency Ciel Voyages is not responsible for situations where the customs or airport authorities refuse to board a passenger or do not grant him permission to enter or leave a country / territory and the costs generated by this unfortunate situation cannot be imputed to the agency . Also, the agency cannot be held responsible for the loss of personal items, including luggage, of the tourist, regardless of the cause.

Our agency cannot be held responsible for the modification of the tourist program, when this is due to force majeure or circumstances that neither we nor the service providers could foresee or avoid (e.g. delays due to air traffic, schedule changes or airport, political events, strikes, natural disasters, force majeure, etc.). In these cases, the agency will make every effort to overcome the situations that have occurred, but cannot be held responsible for bearing any additional related expenses. The Ciel Voyages travel agency is not responsible for any changes to the days or flight times operated by the airlines, nor for any changes to the program caused by them.

Under age children (minors) traveling alone or with only one of their parents will have to present to the customs authorities the consent of both parents or of the one who does not accompany them, authenticated at the notary.

The guide / group companion can change the circuit program for days, including the order in which the tourist attractions are visited, depending on certain objective conditions (adverse weather conditions, force majeure situations, etc.), but without affecting the general structure of the program.

The classification of accommodation units, cruise ships, means of transport and accommodation units is that assigned officially by the authorities of the respective countries/territories and as such respects local standards. The distribution of rooms at the accommodation units will be done at the reception, and any problem related to the location or appearance of the room will be solved directly with the responsible staff of the accommodation unit, by the client and in the presence of the agency representative (e.g. the group companion / guide, etc.). We reserve the right to substitute other accommodation units of the same category, where they are expressly mentioned, if, for example, those indicated no longer have places at the time of booking or the accommodation unit is in the process of renovation. In the case of private or group tours, without a group guide, the local guides will speak to you in English or in the local language. For guides speaking languages other than those mentioned above, please contact us in advance.

All requirements for visas, vaccinations, if required, must be met and are entirely the responsibility of the customer.

In the case of travel insurance, we invite insured customers to consult the Terms and Conditions depending on the insurer and the type of insurance chosen.

In the case of purchasing a cruise type package, the cruise line can change for specific reasons (e.g. navigation safety reasons, other valid reasons, etc.) the location of the cabin on the decks (a lower deck, an upper deck, more aft or more towards the bow, etc.), but with a cabin of the same category as the one originally booked, in which case the tourist will not be compensated in any way considering the fact that it is the same type of cabin as the one booked.

Payment methods

Our agency accepts the following payment methods:

Payment by bank transfer:

If you choose this payment option, we will fax or e-mail you a copy of the tax invoice, based on which you can make the payment. However, please note that you can only opt for this payment method if there are at least 72 hours left until the deadline for issuing the air ticket / travel documents.

Ciel Voyages accounts

Banca Transilvania

RON account: RO42BTRL01301202A93919XX

EUR account: RO17BTRL01304202A93919XX

USD account: RO66BTRL01302202A93919XX

Cash payment:

Cash payment can be made in the following currencies: RON, EUR (€) or USD ($):

at the headquarters of our agency, within the limit of 5,000 RON / day or the equivalent of this amount in EUR (€) or USD ($);
at any branch of Banca Transilvania (in this case we will send you a copy of the tax invoice by fax or e-mail, based on which you will deposit the money in the account specified on the invoice).
Ciel Voyages accounts
Banca Transilvania
RON account: RO42BTRL01301202A93919XX
EUR account: RO17BTRL01304202A93919XX
USD account: RO66BTRL01302202A93919XX

Payment by card in our agency:

Payment by card can be made by debiting the POS in our agency.

Methods of delivery of travel documents

Our agency offers the following options for obtaining your travel documents:

picking them up from our agency headquarters, except for those for which another delivery method is specified;
sending documents in electronic format by e-mail (if your documents will be sent only in electronic format, we suggest you print them in order to have physical copies of them);
sending documents by post / courier.

If the travel documents have not been picked up from our agency's headquarters, nor have they been sent by e-mail, our agency will send the travel documents by post / courier, in which case the deadline for delivery is at least 2 days worker (in Romania).

Travel documents in the case of group circuits

In the case of group tours, individual travel documents are not issued, collective travel documents are in the possession of the group guide / companion.

Notes

Travel documents will be issued only after full payment of the requested tourist services and after receipt by our agency of the documents sent to you for signature. In some cases, travel documents can only be issued 2-14 days before the start of travel.

Types of travel documents that our agency can provide you:

Plane tickets;
Vouchers (e.g. for transfer, hotel, excursions, etc.);
Insurance (e.g. medical, cancellation, family, etc.);
Transport tickets / subscriptions, other than plane tickets (e.g. train, bus, ferry, subway, etc.);
Tickets / subscriptions for various sports / cultural events (e.g. tickets to tennis tournaments, football matches, concerts, etc.);
Contact data (e.g. of Ciel Voyages partners in the world, of your guides / drivers, etc.); • Welcome sign (e.g. in airports, train stations, bus stations, ports, etc.);
Practical recommendations (for customized holidays contracted from our agency, we offer you a small guide prepared by our team with information valid for the period of your trip in the country / countries you are going to visit).

Please note that the types of travel documents vary depending on the offer and services contracted from our agency.

Complaints about Ciel Voyages services

By complaint is meant the written notification (request, request, complaint, etc.), addressed to the Ciel Voyages travel agency by our client, regarding the non-provision of travel services / the travel service package, or the finding of a non-conformity in relation to the quality and / or the provision of travel services and/or travel service packages purchased by the consumer from or through the Ciel Voyages travel agency.
Any consumer of travel services / travel service packages - natural person, can submit a complaint regarding the direct activity of our agency and / or the activity / commercial conduct of the suppliers / providers of travel services or the organizing travel agencies, of whose travel services/travel service packages were brokered by us.
If the complaint refers to the intermediation by Ciel Voyages of travel services (such as: the purchase, separately, by the customer of transport tickets, accommodation services, rent-a-car, other tourist services , etc.) or travel service packages, the consumer can address the complaint either directly to the supplier / provider of travel services or the organizer of travel service packages, or can submit the complaint directly to the Ciel Voyages travel agency. In this last situation, our agency, as an intermediary travel agency, will forward the submitted complaint to the supplier / service provider or the organizing travel agency.
Ciel Voyages travel agency bears no responsibility for the non-resolution or unfavorable resolution of complaints addressed to providers / suppliers or the organizing travel agency, regarding the services and / or travel service packages mediated by our agency.

Submitting, registering and resolving complaints

For all travel services offered by the travel agency Ciel Voyages, the customer will directly submit his complaint to the provider/supplier, as soon as he has noticed the non-compliance, following the complaints procedure and the contact details provided by the provider/supplier. If the consumer did not immediately complain to the service provider/supplier about the non-conformity found, he can, within 7 calendar days from the date of the complained event, submit a complaint to the service provider/supplier through Ciel Voyages, as follows:

- by calling Ciel Voyages' 24-hour support service at phone number +40 745 204263;

- by post / courier to Ciel Voyages: Cluj-Napoca municipality, 400129, B-dul Eroilor no. 19/4;

- by e-mail to the address: daniel.tamasan@ciel-voyages.ro;

- by telephone / fax or by submitting the complaint personally by the client or his representative, in writing, directly to the headquarters of the Ciel Voyages agency, our address being listed above.

Customer Relationship - Ciel Voyages - Other Supplier

Ciel Voyages mediates for the clients of our agency the booking / purchase of travel services and / or the purchase of travel service packages from other traders (travel service providers / providers, organizing travel agencies, etc.). The intermediary activity carried out by Ciel Voyages means the activity of contracting, invoicing and collecting the consideration for travel services and / or travel service packages, in the name and on behalf of the supplier / service provider or the organizing travel agency.

Complaints regarding travel services or travel packages brokered by our agency cannot be resolved directly by Ciel Voyages. Therefore, customer complaints addressed to Ciel Voyages regarding the previously mentioned aspects, will be redirected to the suppliers / providers of travel services and / or travel agencies organizing travel service packages. The response of the supplier / provider of travel services or the travel agency organizing the travel service package, communicated to Ciel Voyages will be sent to the client within the above-mentioned interval, that is, within 30 days from the registration of the complaint.

Update of General Terms and Conditions

The Terms and Conditions may be subject to periodic revisions. In order to stay informed about possible important changes that may have an impact on the Terms and Conditions, we invite you to periodically consult our web page, ciel-voyages.eu/node/19, General Terms and Conditions section.

The latest update of the General Terms and Conditions of the Ciel Voyages travel agency was carried out on 13.10.2023.