Terms and Conditions

About these terms

These terms apply when you use falakalsuroor.com or ask Falak Al Suroor ("Falak Al Suroor") to arrange travel. By sending a request or approving a quote, you accept them. Our other policies, including the Booking and Ticketing Terms and Refund and Cancellation Policy, form part of these terms.

Our role

Falak Al Suroor is an independent travel agency and booking-assistance service. We act as an intermediary between you and the airline. We are not an airline, we do not operate flights, and we are not affiliated with or endorsed by any airline or government body.

Your contract of carriage is with the airline, and the airline's conditions of carriage and fare rules govern the flight, including schedule changes, baggage, boarding and refunds.

The current booking process

Our online booking flow is being prepared. Fares displayed on the website are sample fares and are not an offer to sell. To book, you send a request, and an agent prepares a written quote. A booking is made only after you approve the quote and we receive payment, and it is confirmed only when the airline issues the ticket.

Quotes and prices

Each quote shows the airline fare and taxes and our service fee as separate amounts in AED. Airline fares are not held unless the airline confirms a hold, and they may change until ticketing. If the price changes before ticketing, we will ask for your approval again before proceeding. Where VAT applies to our service fee, it is shown in the quote you approve.

Your responsibilities

• Provide passenger names exactly as they appear in passports, and check every detail in your quote and confirmation.
• Hold valid passports, visas, health documents and any permits your journey requires.
• Follow the airline's check-in times and baggage rules.
• Tell us promptly about any error or change in your plans.

Changes and cancellations

We handle changes and cancellations for bookings made through Falak Al Suroor, within the airline's rules and only with your written approval. Costs are set out in the Changes and Rebooking Policy. For tickets bought directly from an airline, please contact that airline.

Limits of our liability

We take reasonable care in arranging your travel. We are not responsible for the airline's performance of the flight, including delays, cancellations, schedule changes, lost baggage or denied boarding, or for a traveller's failure to hold the right documents. Nothing in these terms limits any right you have under UAE Federal Law No. 15 of 2020 on Consumer Protection that cannot lawfully be limited.

Governing law and disputes

If something goes wrong, please first follow our Complaints Handling Policy. These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the competent courts of Dubai have jurisdiction over any dispute arising from them.

Changes to these terms

We may update these terms from time to time. The version in force when you approve a quote applies to that booking.