About Us

Window Seat Group Pty ltd T/A Window Seat Travel is a registered company and complies with all regulations as determined by A.S.A.T.A (Association of South African Travel Agents) and I.A.T.A(International Air Transport Association).

We are a travel agency considered as an intermediary and we facilitate transactions between our clients and travel service providers.

Travel service providers included but are not limited to: airlines, hotels, car hire companies, tour operators, cruise operators, rail operators, visa service providers, consulates and embassies, travel insurers, foreign exchange operators.

Our goal is to ascertain your travel requests and to offer our professional advice accordingly ; to inform you of the terms and conditions for cancellations; to comply with deadlines and other criteria  required by the travel service provider; to work with travel service providers which we have found to be reputable, of good financial standing, a provider of quality products or services; to advise you of required travel documentation and the validity thereof, to ensure accurate and timeous issuance and delivery of travel documentation, to be available for advice before, during and after travel has commenced; subject to statutory constraints or compliance with an order of court, we undertake to deal with all your information on a strictly confidential basis.

1. As our client you are required to and take full responsibility to:
   1. Clearly state your travel requirements and ensure they are understood
   2. To provide accurate information at all times, especially with regard to the spelling of travelers’ names as per passport or ID document, contact details, such as telephone, email and home address
   3. To check all details on quotes, invoices and confirmations and to confirm these are correct before travel documents are issued
   4. To ensure that you are familiar with the terms and conditions of each travel service provider
   5. If you are acting on behalf of other travelers you are responsible to ensure they understand and accept the contents of this document.
   6. To understand and accept that products presented in the media, in brochures and/or the internet may differ from reality.
   7. To advise us of any special needs at the time of booking and to understand that despite our best endeavours these requests may or may not be fulfilled by the TSP.
   8. To ensure that all personal travel documents are valid, such as passports, health certificates, international drivers licenses, visa(s), travel insurance, etc.
   9. To present a valid form of payment timeously. Late or invalid payments may result in the cancellation of your reservation and you may incur financial penalties.

2. Payment and Refunds
   1. Documentation will only be issued once full payment has been received and cleared by our bankers.
   2. You will be liable for an additional fee for cash deposits
   3. We accept the following forms of payment:
      1. Direct deposit – cash only.
      2. Electronic Funds Transfers
   4. Your received funds are transferred to the travel service provider from whom refunds must be claimed.
   5. We will facilitate the refund process.
   6. Monies will be refunded in accordance with the travel service provider’s policy which may include cancellation fees, administration fees or denial of application.
      • We may apply reasonable administration fees as well as retaining any service fees levied by us at the time of booking.
      • Refunds may take up to eight weeks and in exceptional cases even longer.

3. Our advice to our clients:
   1. Purchase travel insurance. Our agents will provide you with options when requested.
   2. Ensure all travel documentation is in order before departure.
   3. Reconfirm all flights three days before departure.
   4. Inform our agents immediately aware of any issues and give them an opportunity to rectify the situation. Successful disputes depend on this.
   5. Be tolerant of events beyond your or our control which may cause flight delays/cancellations, etc. Although these may cause anxiety, the TSPs have procedures in place to deal with such situations and this may include compensation in one form or another.
   6. Please note that a visa does not guarantee entry into any given country.

4. This agreement is governed by South African Law.
   1. The Parties consent to the jurisdiction of the appropriate Magistrate’s Court with regard to any action based on these Terms and Conditions.
   2. This document reflects the only agreement between you and Window Seat Travel.
   3. You are contracted to the TSP independent of Window Seat Travel.
   4. You will be liable for all legal fees on an attorney and own client scale in the event that Window Seat Travel has to engage a lawyer to enforce or defend any of its rights.

5. Considering that Window Seat Travel acts as an Agent between you and the TSP, therefore:
   1. You are responsible for understanding and accepting the trading conditions of each TSP.
   2. The terms and conditions for the travel service provider is the sole contract governing your transaction and will be referred to in times of dispute. We will facilitate your valid claim against a travel service provider
   3. We accept limited liability for proven negligence on our part which may have led you to suffer a financial loss.
   4. We do not accept liability if you do not check your invoice and ensure all is correct before making payment. You are required to check your invoice and ensure all details are correct before finalising your transaction with us.
   5. We do not accept liability for any actions, errors or omissions of the travel service provider and their agents, which may result in a loss of any form, including personal harm.
   6. We do not accept liability for the consequences of actions beyond our control such as late or non-issuance of visas, passports or any other travel documentation, Acts of God, pandemics, natural disasters, etc.

6. Consumer Protection Act
   1. We support the intent of the Consumer Protection Act which governs business interactions between a seller and a buyer concerning products/services consumed in South Africa. We believe in honest, transparent, ethical and fair business practice.

7. Protection of Personal Information Act (PoPI)
   1. We support the intent of the PoPI Act which by and large is to protect your personal information from distribution to or access by unauthorised parties. Whilst we at Window Seat Travel are committed to doing so, you need to be aware that we cannot guarantee the extent to which your information is protected by third party service providers, such as airlines, hotels, car hire companies, etc., who need your personal information to conclude your travel arrangements.
   2. Window Seat Travel has taken the following steps to ensure the protection of your personal information:
      1. Our employees undergo credit and criminal checks and are bound by a confidentiality agreement;
      2. We endeavour to transact only with reputable third-party service providers;
      3. Our technology is protected by:
      4. Domain Authentication
      5. Data Leak Prevention
      6. Secure Communication and Email Routing
      7. Organisation-wide Segregation of Duties
      8. Email Security Policies and Data Encryption
      9. Network Security Monitoring 24/7
   3. The Companies Act stipulates that we must keep your documents on file for five years, after which it will be destroyed. During this period, we endeavour to keep your information secure, however, if you wish us to destroy your information, please advise us accordingly in writing.

We commit to complying with all current and future Acts and Laws to ensure we maintain business practices that are ethical, honest and transparent.

Should you feel that we have not lived up to your expectations in this regard and/or you need further clarification on our terms and conditions. Email us: Admin@window-seat.co.za