The flynas Upgrade Service (“Upgrade”, “Service”, or “Upgrade Service”), allows you to place a bid for an upgrade to Premium Class on an existing confirmed economy flight booking to travel with the airline, flynas Company of PO Box 30516, Riyadh 11361, Kingdom of Saudi Arabia, (“flynas” or “Airline”).
The following Terms and Conditions apply when you use the Service. The Service represents an additional purchase to your existing original booking to travel with the Airline.
Requests can only be made on selected flights operated by the Airline on condition that the passenger has a confirmed economy class ticket for the concerned flight.
Caravelo - ChangeYourFlight S.L., Ronda de Sant Pere 19, 6-4, 08010 Barcelona, Spain (“CYF”), is the solution and technology provider for the flynas Upgrade service. Your flight booking remains governed at all times by the Airline’s Terms and Conditions of Carriage.
We reserve the right to amend these Terms & Conditions at any time without notice to you.
These Terms and Conditions shall be construed in all respects in accordance with the laws of the Kingdom of Saudi Arabia but in enforcing these Terms and Conditions, the laws of the user's country of residence at the time the request is submitted shall govern these Terms and Conditions.
Without prejudice to your right under mandatory local laws to initiate legal proceedings before other competent courts, you submit to the exclusive jurisdiction of the courts of Riyadh, for settlement of any dispute which might arise as a result of or in connection with these Terms and Conditions.
2. Use of Service
2.1 Using the Upgrade Service
The Upgrade Service allows you to enter your desired price (“Bid”) for an upgrade to Premium Class travel at an attractive price, but on a non-guaranteed basis.
You will find out whether your Bid has been accepted or rejected approximately 14 hours before departure – we call this the Decision Moment.
2.2 Availability of the Upgrade Service
The Upgrade Service is only available on selected flights operated by flynas. The Service is only available on condition that the passenger has a confirmed ticket for the concerned flight. Some flynas routes may be excluded.
You will be able to see if you are eligible to use the Service by entering your booking details (Booking Code and either Contact Email or Passenger Name and Surname) on the website upgrade.flynas.com.
2.3 Using the Upgrade Service and Payment
To access the service, you will identify yourself (input basic PNR details: Booking Code and either Contact Email or Passenger Name and Surname) and proceed to complete the request forms. The platform controls the validity of each booking, reviews all the requests, and verifies which requests are assigned.
If your flight(s) are eligible for the Upgrade Service, you will be asked to enter your desired Bid for each flight. There may be a minimum and maximum Bid price, as indicated on the website.
The deadline for submitting a Bid is fifteen (15) hours before the departure of the relevant flight. Once you have selected your Bid amount, you will be asked to enter your payment card and contact details and to accept these Terms and Conditions. At this point you are committing to place the Bid.
A payment authorisation is made using your card details however no initial payment is required and your credit card details are securely stored in accordance with data protection and Payment Card Industry Data Security Standards (PCI DSS). Payment is only taken at Decision Moment and only if your Bid is accepted. If your Bid is accepted, you will be charged the Bid amount in the selected currency. Your Bid will be automatically rejected if payment cannot be taken in full.
2.4 If we accept your Bid
Once a Bid is accepted, it cannot be cancelled or withdrawn.
Your payment card will automatically be charged for the Bid amount using the details entered when you made your Bid. You will be charged the corresponding amount in the currency indicated when you made your Bid. This may be Saudi Arabian Riyal (SAR), US Dollar (USD) or Euro (EUR).
The final amount charged may differ due to your payment card provider’s fluctuating daily exchange rates and commissions on foreign currency transactions. As our acquiring bank is located within the EU, please note that your card provider may charge you an overseas transaction fee. For further clarification please contact your card provider.
The fare conditions for the original ticket you purchased shall remain in effect and will be applicable even if your Bid has been accepted, including, but not limited to, cancellation policies, change fees, reimbursement rules and other rules relating to the potential accrual of frequent flyer miles or other benefits.
If you have already purchased bags, lounge access or a seat reservation, the value of these extras will be credited to you as a credit shell against your booking reference. Pre-ordered meals will be cancelled and no refund can be granted.
2.5 Changing or cancelling your Bid before the Decision Moment
Before the Decision Moment, you can freely modify or cancel your Bid at any time.
To do this you must go to the section ‘Manage’ on the Service website or click on the corresponding link in the confirmation e-mail which will have been sent to you to validate that your request has been submitted or amended. The Decision Moment takes place 14 hours before departure.
2.6 'Request Now' PURCHASES
During promotional ('promo') periods we may offer upgrades for purchase outside of our usual standby 14 hour Decision Moment process through the use of our 'Request Now' facility. These Terms and Conditions shall apply (as permitted by law) to all Request Now purchases, with the provisions of this clause taking precedence over any conflicting provisions elsewhere in these Terms and Conditions.
When you place a Request Now request to purchase an Upgrade, that request represents your offer to immediately purchase the relevant Upgrade at the advertised price. Your request will only be accepted if there is sufficient availability and following successful payment. We will update the request page and send e-mail confirmation to you that we have accepted your offer.
Requests will be fulfilled on a first come, first served basis and we cannot guarantee that all Request Now requests will be accepted. We will not be held responsible if your request is denied. In cases where a request is denied, it will not be possible to place any further Upgrade request for the same flight segment using the Upgrade Service.
We may at our discretion due to operational measures cancel your Request Now request, either before or after acceptance. If we cancel your Request Now request after you have made payment in respect of that request, we will refund the full sum paid.
2.7 Earning SMILE Points
The nasmiles loyalty program is a customer rewards program offered by flynas, whereby nasmiles members can earn and redeem SMILE Points ("Point Rewards") in accordance with the Terms and Conditions set forth ‘here’ - https://www.flynas.com/en/nasmiles/overview/t-c
If a bid price is accepted, you may earn SMILE points relevant to the amount paid, excluding any applicable tax or fees. The total value of SMILE Points earned is an approximation and may vary due to currency conversion at time of upgrade acceptance. To earn SMILE points on your Upgrade, you should ensure that your booking holds your current nasmiles number
3. User’s Rights & Responsibilities
Your identification details are strictly personal and confidential. You are responsible for maintaining the confidentiality of your identification and booking reference details provided by flynas.
You must have reached the legal age of majority in your country of residence at the time the Bid is submitted.
You shall be deemed to have the authority to act on behalf of and to bind the person or persons named or included on the Booking to these Terms and Conditions.
You agree that your Bid remains open for acceptance by the Airline at any time up to the Decision Moment.
4. Bid Acceptance/Rejection and Operational Changes
The Airline is under no obligation to satisfy any Bid, and it makes no representation that any passenger will receive the flynas Upgrade service or upgrade requested. The acceptance or rejection of a Bid is always at the sole discretion of the Airline and does not indicate that the Airline will accept or reject any other similar Bid in the future. If there are last-minute flight plan amendments by flynas or booking changes on your part (less than 24 hours before departure), due to technical reasons it cannot be guaranteed that your Bid will be taken into consideration. Evidently under these circumstances, no charge will be made to your credit card. You may access the Service website to check whether your new flight(s) are eligible for the Upgrade Service.
After acceptance of your Bid it may be necessary for flynas to change the aircraft type operating for your flight or to change seat allocations for other operational reasons. In such circumstances, we will endeavour to honour your Upgrade request, however this cannot be guaranteed. If we are unable to provide the Upgrade in the new flight (only where your Bid has been accepted), the Bid amount paid by you will be refunded as set out in the Refunds section below.
There will be no refunds, credits, or exchanges once your Bid has been accepted by the Airline, except under the following conditions:
- The flight for which your Bid was accepted was cancelled.
- The flight for which your Bid was accepted was cancelled, and the Airline re-accommodated you on another flight but was unable to offer you the Service on that flight.
- Your Bid was accepted, but you were not granted the service for reasons attributable to the Airline, including, but not limited to, a change in equipment, a delay in the connecting flight that resulted in your missing the connection, but excluding reasons attributable to your actions.
If the refund is accepted, the Bid amount paid for the flynas Upgrade Service will be refunded to the payment card used to pay for the original Bid.
Should refunds be accepted, they will be processed in the currency in which the original payment was made. If a foreign exchange rate must be applied in order to complete the refund in the currency of the originally charged amount, a generally accepted prevailing rate will be used. This rate may be adjusted to account for conversion and other charges that the Airline may levy. In no respect shall the amount refunded be more than the amount charged in the original currency for the service.
You may apply for a refund provided that the conditions for which refunds are given as described in these Terms and Conditions have been satisfied. You hereby agree that to claim a refund, you will present the (i) boarding pass for the flight in question, and (ii) email confirming acceptance of your Bid for the flynas Upgrade service.
To request a refund, please contact the Airline through the Contact us page within 3 months of the flight departure for which the refund request is being raised.
6. ChangeYourFlight or CYF Rights & Responsibilities
CYF will always take care to ensure your payment card data are held safely and securely, in accordance with the Payment Card Industry Data Security Standard (PCI DSS). Your card data are stored on a server behind a secure firewall, and only a limited number of authorized employees will be able to access this information.
At all times, users will be able to get in touch with the Airline at the Contact us page to claim money back in case of an incidence.
Questions, comments and requests regarding these Terms & Conditions are welcomed and should be made in writing to the following address:
Caravelo - ChangeYourFlight S.L.
Ronda de Sant Pere 19, 6-4
Alternatively, you can contact us directly at firstname.lastname@example.org