1. General Information

This document outlines the rights of consumers using services provided by TRAVELONE (on behalf of FLYGROUP LLC) in accordance with Law no. 105-XV of 13 March 2003 on Consumer Protection of the Republic of Moldova and other applicable legislation governing the sale of travel services.

2. Right to Information

Clients have the right to receive clear, accurate, and complete information before purchasing any service, including:

  • the total price, including all taxes, carrier charges, and Agency service fees;
  • the specific conditions applicable to the selected fare (refundability, changeability, baggage inclusions);
  • the identity of the operating airline and the applicable conditions of carriage;
  • the cancellation and refund procedures of both the airline and the Agency;
  • the contact details of the Agency for queries and complaints.

Information shall be provided in a clear, plain language, and shall not be presented in a misleading manner.

3. Role of the Agency

The Agency acts solely as an intermediary between the Client and the airline.

The transport contract is concluded directly between the Passenger and the airline. The Agency is not a party to the contract of carriage and does not operate aircraft.

4. Right to Proper Performance

Services must be provided as confirmed in the booking documentation sent to the Client. Any material deviation from confirmed services — including non-issuance of a confirmed ticket — shall be treated as a service deficiency entitling the Client to a remedy.

5. Rights in Case of Issues

In case of service-related issues attributable to the Agency, Clients are entitled to:

  • receive immediate assistance and transparent communication;
  • request alternative solutions where feasible;
  • request a full refund of the Agency service fee where the service was not properly rendered;
  • claim compensation or remedies from the airline for matters falling within the airline's responsibility;

6. Changes and Modifications

Any changes to a booking are subject to the fare rules set by the airline. Clients wishing to make changes must contact the Agency as soon as possible.

The total cost of a change may include:

  • airline-imposed penalty fees;
  • the fare difference between the original and the new booking;
  • the Agency's processing fee, as published on the Agency's website.

7. Cancellation Rights

Voluntary cancellations are subject to the airline's fare conditions. Many promotional fares are entirely non-refundable.

Where a refund is due, the following timeline applies:

  • the Agency initiates the refund request with the airline upon receipt of the Client's written cancellation request;
  • the airline processes the refund within its own applicable timeline (typically 7 to 30 business days);
  • the Agency transfers funds to the Client within 7 business days of receipt from the airline.

8. Airline-Initiated Changes

Airlines may change schedules or cancel flights at their own discretion. In such cases:

  • Clients shall be notified by the Agency as soon as possible upon receipt of notification from the airline;
  • Clients may be entitled to rebooking on an alternative flight at no additional cost, or to a full refund of the ticket price, in accordance with the airline's policies and applicable law;
  • The Agency will act as a facilitator but bears no financial liability for decisions made unilaterally by the airline.

9. Assistance

The Agency provides reasonable assistance for all booking-related matters through the following channels:

10. Economic Protection

Clients are protected against misleading commercial practices, hidden fees, and opaque pricing, in accordance with Law no. 105/2003 on Consumer Protection and Law no. 1227/1997 on Advertising of the Republic of Moldova. All prices presented on the TRAVELONE platform are inclusive of applicable taxes and mandatory charges prior to final checkout confirmation.

11. Complaints

Complaints must be submitted in writing to helpdesk@travelone.eu, accompanied by all relevant supporting documents (booking confirmation, payment receipts, correspondence, etc.).

The Agency commits to acknowledging receipt of a complaint within 2 business days and to providing a substantive response within 30 calendar days of receipt, in accordance with the requirements of Law no. 105/2003 on Consumer Protection.

Where a complaint cannot be resolved within this period, the Client will be informed of the reasons for the delay and the expected resolution date.

12. Dispute Resolution

If a complaint cannot be resolved amicably, Clients may address their dispute to:

  • APCSP Moldova,www.consumator.gov.md/ro
  • he competent courts of the Republic of Moldova, including the court of the Client's domicile, in accordance with applicable procedural law.

Online dispute resolution may also be available through mechanisms established under applicable bilateral or multilateral agreements.

13. Governing Law

The rights described in this document are granted underLaw no. 105-XV of 13 March 2003 on Consumer Protection, the Civil Code of the Republic of Moldova, the Civil Aviation Code (Law no. 3 of 07 January 2000), and other applicable national and international legislation

14. Contact Information

  • Company: FLYGROUP S.R.L
  • Brand: TRAVELONE
  • Registered address: MD-2012, Vasile Alecsandri 91 str., ap. 10, Chişinău, Republic of Moldova
  • Email: helpdesk@travelone.eu
  • Phone: +373 76 500 112

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