General Terms and Conditions (GTC)
Kiyans – Flight Ticket Brokerage and Travel Services
Last updated: September 2026
Scope and Role of Kiyans
These General Terms and Conditions apply to travel services offered, arranged or, where expressly agreed, provided as package travel by Kiyans.
The legal role of Kiyans depends on the type of service booked by the customer.
When arranging an individual flight ticket, Kiyans generally acts as a travel intermediary (Reisevermittler). The contract of carriage is concluded directly between the passenger and the respective airline.
Where several travel services are combined and offered by Kiyans in a manner that constitutes a package travel arrangement (Pauschalreise) under German law, the applicable statutory provisions governing package travel, in particular Sections 651a et seq. of the German Civil Code (BGB), shall apply.
Flight Ticket Brokerage
Where Kiyans solely arranges or issues a flight ticket for a customer, Kiyans is responsible for the proper performance of its own intermediary services.
Kiyans is not an airline and is not the operating air carrier.
The operation of the flight is subject to applicable law and to the fare, booking and conditions of carriage of the respective airline.
Kiyans has no control over operational decisions made by airlines, including flight schedule changes, delays, cancellations, changes of flight number, seat changes or other operational decisions.
Package Travel and Combined Travel Services
In addition to individual flight tickets, Kiyans may offer combinations of different travel services.
Such services may include:
- Flights
- Hotel accommodation
- Transfers
- Other tourism and travel services
Whether a particular booking legally constitutes a package travel arrangement or another form of combined travel services depends on the way in which the services are offered and booked and on the applicable statutory provisions.
Where Kiyans is legally considered the organiser of a package travel arrangement, the mandatory provisions of German package travel law shall apply.
Information Provided by the Passenger
The customer is responsible for providing complete and accurate information required for the booking.
In particular, the passenger's first and last names must generally correspond exactly to the passport or other travel document that will be used for the journey.
Before a ticket is issued, the customer must carefully check the booking information provided and immediately notify Kiyans of any identifiable errors.
Where additional costs arise as a result of incorrect or incomplete information provided by the customer, such costs may, to the extent permitted by law and where the customer is responsible for the error, be charged to the customer.
Passports, Visas, Residence Permits and Entry Requirements
The passenger is generally responsible for ensuring that all valid documents required for the journey are available in good time.
These may include, in particular:
A valid passport or identity document, visa, residence permit, transit visa, entry authorisation and any other documentation required by airlines or competent authorities.
This responsibility also applies to transit countries and countries in which the passenger changes flights.
Any information provided by Kiyans regarding travel requirements does not generally relieve the passenger of the responsibility to verify the current entry, exit and transit requirements applicable to them, unless otherwise required by law.
Refusal of Carriage Due to Travel Documents
If an airline, border authority, police, immigration authority or another competent authority refuses to allow a passenger to travel due, in particular, to missing, expired, invalid or insufficient travel documents, the consequences shall be determined by applicable law, the fare conditions and the terms of the relevant service provider.
For flights that have merely been arranged by Kiyans, Kiyans does not decide whether the airline will provide a refund, travel credit or rebooking.
Kiyans therefore cannot guarantee that an airline will refund the ticket price in such circumstances.
Any mandatory statutory rights of the passenger remain unaffected.
Voluntary Flight Changes by the Passenger
If a passenger wishes to voluntarily change the date, time or other details of a booked flight, the possibility of making such a change and the associated costs are determined by the fare rules and conditions of the respective airline.
The airline may charge a rebooking fee as well as any difference between the original fare and the new fare.
Kiyans has no control over fare differences or fees imposed by the airline.
Voluntary Cancellation of a Flight Ticket
Where a customer voluntarily cancels an individually arranged flight ticket, cancellation and refund conditions are determined by applicable law, the fare rules and the conditions of the respective airline.
Depending on the fare purchased, a ticket may be fully refundable, partially refundable or non-refundable.
Kiyans does not determine the amount that the airline will refund.
Any mandatory statutory rights of the customer remain unaffected.
Flight Cancellations, Delays or Changes by the Airline
The operation of a flight that has merely been arranged by Kiyans remains the responsibility of the respective airline.
In the event of flight cancellation, significant delay or denied boarding, the passenger's potential rights are determined by applicable law and, where applicable, Regulation (EC) No. 261/2004.
As a flight intermediary, Kiyans does not decide whether compensation is payable by the operating air carrier.
Refunds for Arranged Flight Tickets
Where a refund for an arranged flight ticket is processed through Kiyans, the refundable amount shall be determined in accordance with applicable law and the relevant fare conditions.
To the extent permitted by law, payment through Kiyans may be made after the relevant refund has been approved, released or returned by the airline or other responsible service provider.
Cancellation of Package Travel
Where a customer's booking legally constitutes a package travel arrangement (Pauschalreise), withdrawal, cancellation and refund conditions shall be governed by the mandatory statutory provisions applicable to package travel and any validly agreed conditions applicable to the specific package.
The rules applicable to the voluntary cancellation of an individual flight ticket therefore do not necessarily apply to a package travel arrangement.
Changes to Package Travel
Where Kiyans is legally considered the organiser of a package travel arrangement, changes before or during the journey shall be handled in accordance with the applicable statutory provisions governing package travel.
The passenger's mandatory statutory rights shall not be restricted by these General Terms and Conditions.
Check-in and Timely Arrival at the Airport
The passenger is responsible for complying with the check-in and boarding times specified by the respective airline and for arriving at the airport sufficiently early.
Passengers should also check the current status of their flight before travelling to the airport.
If a passenger misses a flight due to late arrival or another reason for which the passenger is responsible, the consequences regarding an individually arranged flight shall be determined by applicable law and the conditions of the respective airline.
For package travel arrangements, mandatory statutory rights remain unaffected.
Baggage
Checked baggage allowance, cabin baggage, excess baggage, special baggage and any related charges are determined by the fare purchased and the rules of the respective airline.
The customer is responsible for reviewing and complying with the baggage conditions applicable to the booking.
Liability of Kiyans for Intermediary Services
Where Kiyans acts solely as an intermediary, Kiyans shall be responsible, within the limits of applicable law, for the proper performance of its own intermediary services.
Kiyans is generally not responsible for the proper performance of flights or other travel services where the relevant service provider is the customer's contractual partner.
Any liability of Kiyans that cannot legally be excluded or limited remains unaffected.
Liability of Kiyans for Package Travel
Where Kiyans is legally considered the organiser of a package travel arrangement, the liability of Kiyans, the passenger's rights and Kiyans' obligations shall be governed by the mandatory provisions of German law, in particular Sections 651a et seq. of the German Civil Code (BGB).
The provisions of these General Terms and Conditions relating solely to flight ticket brokerage shall not exclude or restrict statutory rights applicable to package travel.
Communication with the Customer
The customer is responsible for providing a current and accessible telephone number and/or email address when making a booking.
If the customer's contact details change before departure, Kiyans should be informed as soon as possible.
Kiyans may forward notifications received from airlines or other service providers to the contact details provided by the customer.
Applicable Law
The laws of the Federal Republic of Germany shall apply, subject to mandatory German and European Union consumer protection provisions.
Final Provisions
If any provision of these General Terms and Conditions is or becomes wholly or partially invalid or unenforceable, the remaining provisions shall remain unaffected to the extent permitted by law.
Nothing in these General Terms and Conditions shall exclude or restrict any mandatory statutory rights of passengers or consumers.
Kiyans
Wormser Straße 24
67227 Frankenthal (Pfalz)
Germany