Terms & Conditions

Before using any services provided by FirstTrip Ltd., it is important to carefully read and understand the Terms & Conditions. FirstTrip Ltd. reserves the right to amend or update these Terms & Conditions without prior notice. By accessing any materials, information, products, or services offered by FirstTrip, you acknowledge and agree to abide by these Terms & Conditions. If you do not agree with any part of these Terms & Conditions, you must not use the website or make reservations with us. We encourage you to periodically review the terms to stay informed about any changes.

We as a connector -

While making arrangements with outside vendors, FirstTrip Ltd. does not operate as the primary. Our role is simply to facilitate connections between partners and various travel service providers, such as airlines, hotels, and tour operators. FirstTrip Ltd. holds no responsibility for any errors or inaccuracies found on the Site, or for any shortcomings of travel suppliers from whom you acquire services via this Site. Please be advised that market situations and circumstances might shift decisively, which might lead to information available on our site being out-of-date or faulty.

While booking from us -

FirstTrip Ltd. will operate as the main point of contact and employ objectively appropriate procedures to help our partners if any problems or difficulties occur during the booking or travel period. We will consistently abide by the regulations established by the relevant travel service providers, such as airlines, hotels, and tour operators.

Refund Process -

The company will reimburse the funds in the same manner they were initially received. The refund process will be invoiced to the agent’s account. However, the settlement would follow the BSP report settlement procedure and take 3-4 weeks for refund to be disbursed.

Payment Process -

By initiating a payment on this site, you are explicitly agreeing to allow the use of your personal information to verify and validate your transactions. This process ensures that no unauthorized individuals are using your credentials without your consent. It is important to acknowledge that the details you provide may be disclosed to third-party payment gateway agencies solely for the purpose of verification. Rest assured that your personal information will not be used for any other purposes apart from verifying and confirming your identity. Partners can opt for payment through cash deposits at FirstTrip office and bank transfers with our associated banks. We also accept online payment through payment gateways such as bKash.

Partner Banks:

FirstTrip Ltd. collaborates with the following reputable banks to provide smooth payment process to our partners:

Standard Chartered Bank

United Commercial Bank Limited

The City Bank Limited

Dutch Bangla Bank Limited

Eastern Bank Limited

Islami Bank Bangladesh Limited

Brac Bank Limited

First Security Islami Bank

Mobile financial services including bkash, Nagad, upay is accepted as well on the number: 01701-208381

Partial Payment Policy

Agency should have updated documents (NID) and mail it to register@firsttrip.com

No Partial Payment for non-refundable ticket.

No partial for LCC carrier.

All refundable ticket is available for Partial.

If ticket is booked on portal, commission is as per system.

Agency must have minimum partial amount of the ticket in their Balance.

Payment should be cleared within 2 transactions. (Example: 1 st invoice will be Partial Amount and 2 nd invoice will be Due Balance Adjustment)

If the agency fails to pay the due amount, the ticket will be refunded automatically.

If any agency has any queries about payment, they can directly contact with their key account manager.

1,000 BDT charge for partial payment refund and 200 BDT Charge for Void

Refund will be done as before including airlines charge & additional charges.

Payment Slab :

If flight within 0-6 Days (No Partial)

If flight within 7-10 Days (must be paid within 3 days)

If flight within 11-15 days (must be paid within 7 days)

If flight within 15 days or later (must be paid within 10 days)

For Void & Reissue, Full amount should be adjusted/paid before requesting.

Partial payment service charge for international tickets effective 15 November 2024, 12:01 AM

Void Charge: BDT 100 per ticket

Refund Charge: BDT 1000 per ticket

Refund Policy

Flights

Refunds are subject to the terms and conditions of the specific airline’s refund policy.

Any applicable fees associated with airline refunds such as penalties or cancellation charges levied by the airline will be deducted from the partner agency balance.

Refund requests are recommended to be made 72 hours before the scheduled departure date if any agency wishes to cancel or reissue.

The refund amount may vary depending on the type of fare, class, etc, and the terms set by the specific airline.

Refunds will not be applicable for non-refundable flights defined by the airline.

Refund may take anywhere between 3-4 weeks for complete disbursement.

Flights on the same calendar date will not be subject to the payment void policy.

Agencies who have issued a ticket for Indigo, will be given no refund in case of passenger no-show.

Air Arabia Tickets are completely non-refundable, non-changeable.

Any reissue, refund correction requests must be made within the same calendar day.

*In case of national emergency/ lockdown/ political unrest/ natural disaster etc., standard refund policy may not be applicable.

Cancellation & Void Policy

For cancellations and refunds, we always follow the airline's refund policy. The airline solely holds the right to change any policy. FirstTrip has no control over the airline's policy.

For any refund/cancellation/date change-related queries kindly email us at support@firsttrip.com. Or you can raise your query directly on the support option on your portal. Any service of the following will only be processed after receiving approval from the client’s end.

If airlines increase the fare of a ticket during the booking period, the respective partner agency must pay the additional amount, else we will refund the paid amount. We will be taking no charges for cancellation or void.

In case of a date change/re-issue of the ticket for a child who will be crossing the child age to adult (as per airline policy) on the new travel date, a new charge of the ticket will be the difference of airfare, plus a date change fee of an adult along with any other charges applicable as per airline policy.

LCC carriers such as Indigo & Air Arabia flights are not subjected to void policy.

international check-in counters close 1.5 hours before flight time & domestic counters close 1 hour before the flight time.

Void requests must be submitted by 11:30 PM on the day of ticket issuance. Requests after this time will not qualify for voiding.

Privacy Policy

FirstTrip Ltd. respects your privacy and is firmly committed to our partner’s privacy and security by taking steps designed to secure your personal and financial information, ensuring your experience with us is as enjoyable and safe as possible. In order to perform our business functions and activities including making and managing travel-related bookings on behalf of our customers, we need to collect and use the personal information you share with us. We understand that privacy is important to you and want to assure you that we will make all reasonable endeavours to protect your privacy on our platforms. FirstTrip Ltd. does not sell, trade, or otherwise provide personal information to any third parties except those assisting FirstTrip Ltd. in operating its platforms, conducting the business and serving the partners. It may share partner’s personal information internally to understand the user base and increase user engagement.

No Liability for Onward Sales

FirstTrip Ltd. Is not responsible if your customers buy travel services from you. Selling our travel services is entirely your job, and we won't be held accountable for any problems that might arise. We don't take responsibility for issues with the travel service or any disputes between you and your customer. We only provide the information we get from our suppliers, and it's your responsibility to double-check and confirm that information with your customers before charging them.

If your customer is denied entry to a country by immigration, faces fines for a false visa or passport issues, or any other reason, you're the one who must cover the costs

Important Notice! One-way & Round-Trip flight ticket issuance.

Please ensure the accurate and proper uploading of customer’s Passport and Visa copies.

When buying a ticket through FirstTrip, it is obligatory to submit customer’s passport and visa copies. Failure to provide these documents will lead to the cancellation of your booking by FirstTrip. The company reserves the right to cancel any booking if the required documents are not received within the specified time frame.

Make sure that the Surname and Given Name provided match customer’s Passport accurately. Note that name changes are not allowed after ticket issuance.

Before making an instant ticket purchase, carefully review Country Restrictions and Airline Policies.

Before any instant ticket purchase, thoroughly review the Airline Fare rules concerning refundability and changeability.

FirstTrip bears no responsibility for improper or fraudulent document submissions by agents or passengers, which may result in deportation or offloading by the airline or arrival authorities.

Following the instant ticket purchase, FirstTrip will not be held responsible for any errors made by passengers regarding names, documents, fare policies, airline policies, or country restrictions.

Passport validity must extend beyond 6 months from the travel date. FirstTrip will not be responsible if passengers are unable to travel due to passport validity issues.

In the case of extended passenger names, please use the short form of the Given Name and the full form of the Surname.

If two passengers share the same name, they must be issued through separate PNR. Or FirstTrip Will not take any responsibility for any ticketing error.

In case of no-show no refunds will be applicable as per Airline policy.

For Biman Bangladesh or SriLankan Airlines, when dealing with a passenger with a single name, it is required to use "FNU" as the given name, and the surname should match the single name as per the passport. In the case of Saudi Airlines, if the passport displays a single name, the booking should align with the visa information.

If your customers have more baggage than allowed by the airline, they'll need to pay extra fees set by each airline. When there are connecting flights with different airlines, they may have to pick up their bags at the connecting airport and check them in again, incurring additional fees if they have excess baggage.

Airlines can make changes to their schedules, and this is something we can't control. These changes might be based on predictions for future travel needs or unexpected adjustments on the same day. FirstTrip is not responsible for any issues arising from cancelled or missed flights due to these changes. We'll let you know about the changes once we're informed by the airlines or suppliers, and it's your responsibility to inform your customers about them.

Please refrain from submitting the same PNR request through multiple channels simultaneously, as this may lead to processing errors for which FirstTrip will not be liable.

All service requests will only proceed upon agency's approval and must be sent from the registered email associated with FirstTrip's B2B portal.

Service Delivery Period:

Flight bookings are typically instantaneous, and agencies receive their e-tickets immediately upon confirmation. The service delivery period for flight bookings is immediate.

After Sales Services:

Customer Support: Provide accessible and responsive customer support channels, such as phone, email, or live chat, to address any post-travel inquiries, concerns, or issues.

Traveler Assistance: Offer assistance for issues that may arise during travel, such as flight delays, cancellations, or changes to travel plans. Provide clear guidance on how agencies can reach out for support.

Emergency Support: Establish protocols for handling emergency situations, such as natural disasters or unexpected travel disruptions. Communicate emergency contact information and procedures to agencies.

Documentation and Information: Provide customers with documentation before and after their trips, including detailed itineraries, important contact numbers, and any post-travel information they may need.

Upcoming Travel Offers: Keep agencies informed about upcoming travel promotions, special offers, or new destinations. Maintain engagement to encourage repeat business.

Personalized Communication: Use personalized communication to stay connected with agencies. Send greetings or updates on travel trends to foster a sense of connection and care.

Continuous Improvement: Regularly evaluate customer feedback and use it to make continuous improvements to services, processes, and offerings. Demonstrate a commitment to evolving and meeting customer expectations.

ADM GUIDE OF FIRSTTRIP.

By initiating a payment on this site, you are explicitly In accordance with IATA resolution 850m (Passenger Agency Conference Resolutions Manual), given below is the ADM Policy which shall be applied by the airlines available on FirstTrip

INTRODUCTION

An agency debit memo (ADM) is a way for an airline to collect money from a travel agent for a mistake or a difference in the ticket price. ADMs are also used to adjust or correct the money that agents report for the tickets they sell or request. ADMs are a common accounting tool for airlines and agents to settle their transactions. To reduce the amount of ADM, it is recommended that agencies go through the booking policies and the ADM policies of the airlines they are ticketing from

COMMON BOOKING POLICIES PRACTISED BY AIRLINES

Churning: Segments that are repeatedly cancelled and rebooked to circumvent ticketing time limits or to meet GDS productivity are considered churning bookings. The threshold for churning (repeatedly cancelled and rebooked) is three (3), So, ADM charges are applied as of the 04th,

Ticketing Time Limits (TTL): A date and time deadline will be provided in the PNR, Travel agent should either issue a ticket or cancel the booking before the TTL. Un-ticketed bookings at the time limit will be cancelled by Airlines.

Fake/Fictitious Names: Booking will be checked to determine if it is with a genuine name or a fake/fictitious name. airlines will cancel all bookings containing definite fake/fictitious names.

High cancellation: A cancellation rate of more than 60% for international routes and 50% for domestic route of the bookings for flights departing within the month will be considered as high cancellation.

Duplicate Booking: Each PNR will be checked for duplicate booking for the same passenger and/or same route and same date. Duplicate un-ticketed bookings will be cancelled by the airlines.

Inadequate Contact Address: Passenger's contact address is a mandatory element to create a PNR. So, all sorts of contact like Phone no, Mobile no, e-mail address etc. of a travel agent as well as a passenger for both ends are to be available in the booking. If any important information related to the journey could not be communicated with the passenger due to inadequacy of contact information, the concerned agencies will be held responsible for that.

Impossible Journey: Bookings will be checked for segments where the passenger is due for departure on the same date but on a different route/destination. Airlines will cancel un-ticketed bookings and send a warning for ticketed bookings.

Test/ Training PNRs: Booking will be checked to determine if it is a booking created by a travel agent purely for test/training purposes. airlines will cancel all test/training bookings.

No-Show: A No-Show occurs, when a passenger misses the flight or when a travel agent fails to cancel a booking either ticketed or un-ticketed but not required by the passenger which eventually leads to spoilage of inventory. airlines will cancel all subsequent segments followed by the NoShow segment. Requirement of cancelling the No-show passenger may vary from 24 to 72 hours prior to flight, check with the specific airlines for specifications.

Waitlisted Bookings: Travel agents must cancel and remove all WL/HL segments at least 72 hours before flight departure, airlines will cancel all un-ticketed waitlisted booking 72 hours prior to departure including any confirmed segment followed by the waitlisted segment.

Minimum Connecting Time (MCT): Travel agents must not create a booking that violates the MCT requirements. airlines will inspect and cancel all un-ticketed violations detected bookings and send a warning for ticketed bookings.

Duplicate Ticket: airlines will check for instances where the same ticket number has been used on more than one booking and will send a warning to the issuing agent.

Partially Ticketed PNRs: airlines will check for PNRs with multiple/group names and ticket numbers. If tickets have not been issued for all names, a warning will be sent to the agent and if no action is observed, then airlines will split the PNR and cancel all unticked passengers.

Inactive Segments: Travel Agents must promptly remove all unwanted segments with status codes HX, UN. All inactive segments with the above status codes that are not removed 72 hours prior to departure will be treated as violations.

APIS Violation: It is an IATA mandatory requirement for the following information must be included in the PNR for the international journey:

Form of Identification (FOID)

Date of Birth (DOB)

Gender

Others

airlines will inspect and send a warning for booking with incomplete information and finally missing APIS PNR may also be cancelled.

Group Bookings: Conditions specified in the airline's group contract/policy will be audited, if any violation is detected action will be taken accordingly

Hidden Group: airlines will also check across multiple individual bookings for a large group from the same agent and a warning will be sent to the concerned agencies.

Passive Bookings: An acceptable passive segment is a segment entered into a GDS for the purpose of ticketing and must be cancelled immediately after the issuance of a ticket. It must match with an existing booking. GDS subscribers must use claim PNR functionality instead of passive segments. So, the creation of passive segments is not permitted. Industry standards require that passive segments be used "for the purpose of ticketing" only after a booking has been made in an airline's inventory system. Airlines do not allow passive segments to be used for other reasons, including the following –

To satisfy GDS productivity requirements

To circumvent fare rules

Invalid Name Changes: Name changes are not permitted on reservations unless for the purpose of correcting a misspelling of the passenger's name. Contact the Central Reservation Control of Airlines for assistance with misspellings to avoid cancellation of space.

Coupon Sequence: The passenger must travel as per sequence of coupon and itineraries shown in his ticket. Sequence break journey is strongly prohibited by Airlines.

Proper Ticket: Travel Agents must not issue a single sector ticket against a return sector booking for a visit visa passenger.

OD or POC Violation: Booking and ticketing will be as per the available dedicated RBD that has been assigned by the airline for a selected OD according to the sequence of the journey. However, any manipulation of the segments in a booking to bypass the OD availability to gain access to a lower booking class is considered an OD or POC violation. For example: In Emirates Airlines. A flight from Dhaka (DAC) to Singapore (SIN) via Dubai (DXB) is booked and the DXB-SIN segment is cancelled will be treated as OD or POC violation and the agency will be sent an ADM by the airlines.

PNR Restriction: Sharing PNR from foreign agency PCC to take advantage of the difference of fare or conversion rate or any other reason is strictly prohibited. Any ADM resulting from such actions will be the sole responsibility of agent.

Even without the reasons specified above, an Agency debit memo (ADM) can be issued by airlines in case of policy violations by the agency. Please adhere to the specific airline booking policy to avoid ADMs.

Any ADM received by an agency is the sole responsibility of the agent. FirstTrip will not take any responsibility for any bookings made by the agents.

Two Factor Authentication Terms and Conditions

Two-factor authentication (2FA):

Two-factor authentication (2FA), sometimes referred to as two-step verification or dual-factor authentication, is a security process in which users provide two different authentication factors to verify themselves. To enhance the security of our platform and protect your agency's account, FirstTrip is initiating Two Factor Authentication (2FA). This additional layer of security is essential to safeguard sensitive information and prevent unauthorized access to your account.

How to activate:

For your reference, here are the key steps involved in the Two-Factor Authentication re-activation process:

Select Profile > New Security Option > Request Email Verification > Submit OTP > Enable Two-Factor Authentication

This will verify your email and make sure that both of the factors such as your password and Email OTP are there to secure your account in case of any unwanted access.

Terms of Use:

The agencies are required to verify their email for their account and make sure to have reasonable security efforts in place on their part to protect the email account from unwanted access.

Every agency should activate the two-factor authentication (2FA) feature in their account and regularly use the feature to protect their account from suspecious login

Agencies are required to allow location access to identify where they logged in from for security follow-ups.

For any complaints regarding the 2fa feature not activating or working properly the agency should inform their account manager within one working day.

The agency is free to not use this feature, however, FirstTrip will not be liable for any damage suffered in case of a security breach or third-party invasion.

FirstTrip may update these terms at any time. If any changes take place, agency will be notified through email and by revising the firstTrips’ terms and conditions page.

The agency is responsible for maintaining the confidentiality of your 2FA codes and for all activities that occur under their account. FirstTrip is not liable for any loss or damage arising from agencies failure to comply with this provision.

Service Charges for International Ticket

For all international tickets issued from November 1, 2024, 12:01 AM onwards, the following service charges will apply: