1. Who sells Loulou Air seats
Loulou Air is a brand of AERO AFFAIRES, a French société par actions simplifiée with share capital of 100 000,00 €, registered office at 128 rue La Boétie, 75008 Paris, France, registered under 444 891 873 R.C.S. Paris ("AERO AFFAIRES"). Phone: +33 1 44 09 91 82. Email: [email protected].
AERO AFFAIRES is an air transport broker. It organises Loulou Air flights and sells their seats. It is not an airline: each flight is operated by an air carrier holding the required licences and certificates (the "carrier"), selected by AERO AFFAIRES for that flight.
The customer is told who the carrier is at the time of booking, at the latest in the email confirming it. If this is not yet known, AERO AFFAIRES names the carrier or carriers likely to operate the flight, then confirms the carrier as soon as it is known. Any change of carrier is notified to the customer as soon as possible, and at the latest at check-in, in accordance with Article 11 of Regulation (EC) No 2111/2005.
2. Scope
These terms apply to every booking of a seat on a Loulou Air flight, made on loulouair.com or through an AEROAFFAIRES broker, by a consumer or a business customer.
The customer accepts them by ticking the box provided during booking. The applicable version is the one in force on the booking date. These terms prevail over the editorial content of the website.
Chartering a whole aircraft is subject to a separate quote and contract, outside these terms.
3. Definitions
- Ticket: the right for one passenger and one dog to occupy a cabin seat on a given flight.
- Customer: the person who books and pays for one or more tickets. The customer may be one of the passengers.
- Passenger: the person travelling on a ticket.
- Dog: the dog travelling with the passenger holding the ticket.
- Departure threshold: the number of booked seats from which the flight is confirmed. It is shown for each flight.
- Deadline: the date by which the departure threshold must be reached. It is shown for each flight.
- Confirmed flight: a flight whose departure threshold has been reached.
4. The departure threshold
Each flight shows its total number of seats, the number of seats already booked, its departure threshold and its deadline.
Until the threshold is reached, a ticket is sold subject to a condition precedent: the sale only becomes final if the threshold is reached by the deadline (Article 1304 of the French Civil Code).
As soon as the threshold is reached, the flight is confirmed and bookings become firm. AERO AFFAIRES informs each customer by email.
If the threshold is not reached by the deadline, the flight is cancelled and the sale is deemed never to have existed (Article 1304-6 of the French Civil Code). AERO AFFAIRES informs each customer by email and refunds all sums paid in full, free of charge, within 7 days. A broker may offer the customer a seat on another flight; the customer is free to decline it.
5. Booking
The customer chooses a flight and a number of tickets, within the limit shown during booking.
One ticket covers one passenger and one dog. Any other arrangement (several dogs for one passenger, a passenger without a dog, another kind of pet) is booked through a broker, subject to space on board and to the carrier's agreement.
For each ticket, the customer provides the passenger's and the dog's details. The passenger's first and last names must match their travel document. The customer guarantees that the information provided is accurate, in particular the dog's breed, weight and age.
Before confirming, the customer can check the details of the order and its total price, and correct any errors. The booking is recorded upon payment. AERO AFFAIRES acknowledges receipt by email without undue delay (Article 1127-2 of the French Civil Code).
When a broker completes the booking, it is recorded upon receipt of payment and confirmed to the customer by email.
6. Price
Prices are shown in euros, per seat, including taxes and airport charges. The applicable price is the one displayed at the time of booking. It is not changed afterwards.
The price does not include the cost of the passengers' and the dog's travel formalities (vet, certificates, permits, visas), travel to the departure airport and from the arrival airport, or any additional services requested by the customer.
7. Payment
The ticket price is payable in full at the time of booking.
Online payment is made by bank card through a secure payment provider. AERO AFFAIRES never has access to the card number. When a broker completes the booking, they tell the customer which payment methods are accepted.
Refunds under these terms are made to the payment method used for the booking, unless the customer agrees to another method.
8. No right of withdrawal
Passenger transport contracts are excluded from the distance-selling rules that grant a right of withdrawal (Article L. 221-2 of the French Consumer Code). The customer therefore has no cooling-off period after booking.
9. Changes and cancellation by the customer
Correcting a name. Free of charge up to 15 days before departure, through a broker.
Replacing a passenger or a dog. Possible free of charge up to 15 days before departure, through a broker, provided the new passenger and the new dog meet these terms and the travel formalities, and the carrier accepts.
Cancellation. The price of a firm booking is not refunded if the customer cancels it or if the passenger does not show up for boarding.
Taxes and charges. Whenever a ticket has not been used, including where its price is not refunded under these terms, AERO AFFAIRES refunds the taxes and charges that are only payable if the passenger actually boards. The request can be made by any means, including by email. The refund is made no later than 30 days after the request is received, free of charge (Article L. 224-66 of the French Consumer Code).
A broker may offer to move the customer's trip to another Loulou Air flight, subject to availability.
10. Changes to and cancellation of the flight
The schedule and conditions of the flight may change for reasons of safety, weather, air traffic control, a decision by an authority or technical unavailability of the aircraft. If the announced aircraft is unavailable, it may be replaced by an aircraft of a comparable category, at no extra cost. Any change is notified to the customer as soon as possible.
If the flight's departure date, departure airport or arrival airport changes, if its departure is brought forward or delayed by more than five hours, or if the replacement aircraft cannot carry the passenger and their dog on the same terms, the customer may cancel the booking and receive a full refund, within 7 days.
If a confirmed flight is cancelled, the customer chooses between a full refund of all sums paid, within 7 days, and a seat on another Loulou Air flight offered by AERO AFFAIRES, at no extra cost.
If AERO AFFAIRES decides not to operate a confirmed flight for a reason other than force majeure, the safety of the flight or a decision by an authority, the customer also receives compensation equal to the sums they paid.
These provisions do not deprive passengers of their rights under applicable regulations, in particular Regulation (EC) No 261/2004 where it applies. Those rights are exercised against the carrier, whose contact details AERO AFFAIRES gives the passenger.
11. Your dog on board
The dog travels in the cabin, next to its passenger, who keeps it under their care and remains responsible for it throughout the journey.
There is no weight limit set in advance: whether a dog can be accepted depends on the aircraft's capacity and the number of dogs on board. Short-nosed breeds (bulldogs, pugs, boxers, shih tzus…) are assessed case by case, because these breeds breathe less easily in flight.
After each booking, a broker confirms with the customer that the dog can be accepted on the flight: aircraft capacity, breed admitted in the arrival country, health, and how the dog is settled on board (lead, harness, position, travel crate where the rules of the destination or the carrier require one). These conditions are repeated in the travel instructions.
If the dog cannot be accepted, the ticket is cancelled and all sums paid are refunded in full within 7 days, unless this results from inaccurate information given at booking.
The dog must be in good health, fit to travel and free of aggressive behaviour. When booking, the customer reports any known health or behaviour problem.
The carrier and the captain may refuse to board a dog, or have it disembarked, if its condition or behaviour endangers the safety of the flight or of other passengers. Such a refusal, like a refusal based on inaccurate information given at booking, gives no right to a refund of the price.
The dog's owner is liable for any damage the dog causes (Article 1243 of the French Civil Code), including cleaning or repair costs for the cabin beyond normal use.
12. Travel documents
Each passenger must hold the documents required for their journey: a valid identity card or passport, a visa or travel authorisation where the destination country requires one, and the documents required for minors.
The dog must meet the health and administrative requirements of the arrival country and, where applicable, of any transit country and of the country of return: identification, vaccinations, certificates, permits, forms.
The website's travel requirements pages are provided for general information. A broker checks with the customer that the dog can be accepted as soon as the booking is made (section 11), then that its file is consistent before departure. This check does not replace the authorities or the customer's vet: the customer remains responsible for the file being compliant.
No later than 48 hours before departure, the customer sends AERO AFFAIRES a copy of the passengers' identity documents and the information requested by the carrier or the authorities.
A refusal of boarding or of entry into a country because a document is missing or non-compliant gives no right to a refund of the price. The resulting costs (return of the dog, quarantine, boarding kennels, fines) are borne by the customer.
13. Boarding, baggage and conduct on board
The passenger arrives with their dog at the terminal and time given in the travel instructions sent before departure. After that time, boarding may be refused without a refund of the price.
The baggage allowance is specified in the travel instructions. The carrier may refuse any baggage whose weight or volume exceeds the aircraft's capacity. Dangerous goods are prohibited under air transport regulations.
On board, passengers follow the crew's instructions.
14. Liability
Air carriage is performed under the carrier's responsibility. The carrier's liability towards passengers and their baggage is governed by the Montreal Convention of 28 May 1999 and, for European Union carriers, by Regulation (EC) No 2027/97.
AERO AFFAIRES is responsible for properly performing its own obligations under these terms: organising the flight, the booking, informing the customer and making refunds.
AERO AFFAIRES is not liable where the damage results from the conduct of the customer or a passenger, in particular a missing document or inaccurate information, or from force majeure within the meaning of Article 1218 of the French Civil Code.
Nothing in these terms excludes or limits the liability of AERO AFFAIRES where the law does not allow it.
15. Complaints and mediation
Complaints are sent to AERO AFFAIRES by email at [email protected] or by post to 128 rue La Boétie, 75008 Paris, France.
If a written complaint is not resolved, a consumer customer may use a consumer mediator free of charge (Article L. 612-1 of the French Consumer Code), within one year of their complaint.
16. Personal data
The data provided when booking is processed by AERO AFFAIRES to organise the flight. It is passed on to the carrier and, where regulations require, to the authorities of the countries concerned. Full details are in the privacy policy.
The phone number provided is used to organise the journey. Under French law, a consumer may not be contacted by phone for sales purposes without their prior consent (Article L. 223-2 of the French Consumer Code).
17. Governing law and disputes
These terms are governed by French law. They are written in French; in the event of translation, the French version prevails.
A consumer customer may bring proceedings, at their choice, before the court for the place where they lived when the contract was concluded or when the harmful event occurred, or before any other competent court (Article R. 631-3 of the French Consumer Code).
For business customers, the courts within the jurisdiction of the Paris Court of Appeal have exclusive jurisdiction.