Company identification
Termos e Condições
Terms and Conditions of Service
Arbitration and ADR Center
Right of Free Resolution (DL 24/2014)
Complaints book
Data Protection Policy (GDPR)
Rights and Obligations of the Operator and Passengers
1. company identification
The website www.aerocoope.com is the property of:
Aerocoope – Sociedade Cooperativa de Assistência a Transportadores Aereos Crl
NIF: 500306478
Address: Rua Cidade de Cordova 2-A
Postal Code: 2610-038 Alfragide
Country: Portugal
Phone: +351218400121
Email: info@aerocoope.com
Website: www.aerocoope.com
Aerocoope is dedicated to providing ground passenger transportation services in buses and minibuses, including transfers, tourist transportation and occasional services.
Use of this website implies acceptance of the terms and conditions described below.
2. Terms and conditions
1. Object
These Terms and Conditions regulate access to and use of the website www.aerocoope.com and the transportation services provided by Aerocoope.
2. Services provided
Aerocoope offers passenger ground transportation services, including:
- Transfers
- Tourist transportation
- Occasional group transportation
- Bus and minibus rental with driver
3. Orders and reservations
Transportation requests can be made via the website, email or telephone.
Confirmation of the service depends on the availability of the fleet and confirmation from Aerocoope.
4. Pricing
The prices shown may vary depending on
- Distance traveled
- Number of passengers
- Type of vehicle
- Date and time of service
All prices are shown in euros (€) and include VAT at the legal rate in force.
5. Payments
Payments can be made via the means indicated on the website or agreed directly with the company.
Aerocoope reserves the right to request payment in advance to confirm the reservation.
6. Cancellations
Cancellation conditions may vary according to the service contracted and will be communicated at the time of booking.
7. Responsibility
Aerocoope is committed to providing services with professionalism and safety.
The company cannot be held responsible for delays caused by external factors such as:
- Weather conditions
- Transit
- Accidents
- Force majeure situations
8. Changes
Aerocoope reserves the right to modify these Terms and Conditions whenever necessary.
3. Terms and Conditions of Service
The transportation services provided by Aerocoope are subject to prior reservation.
Service confirmation
Once the request has been received, Aerocoope will confirm it:
- Vehicle availability
- Date and time
- Place of collection and destination
Deadlines
The service is usually confirmed within a maximum of 24 to 48 working hours.
Service provision
The service will be provided on the date and time previously agreed between the client and Aerocoope.
Area of Operation
Aerocoope provides services in Portugal and, by agreement, to international destinations.
Client’s obligations
The client undertakes to:
- Provide correct information about the service
- Keep to the agreed timetable
- Respect transport safety rules
4. Arbitration and ADR Center
In the event of a consumer dispute, the consumer can turn to an alternative dispute resolution body.
Under the terms of Law no. 144/2015, we inform you that the consumer can resort to the following arbitration center:
Lisbon Consumer Conflict Arbitration Center
Website: www.centroarbitragemlisboa.pt
More information at:
https://www.consumidor.gov.pt
5. Right of Free Resolution (DL 24/2014)
Under the terms of article 10 of Decree-Law no. 24/2014, of February 14, the consumer has the right to terminate the contract within 14 days without having to give a reason.
The deadline runs from the date the contract is signed.
In order to exercise the right of withdrawal, the consumer must communicate their decision by sending an unequivocal statement to:
Email: info@aerocoope.com
However, the right of withdrawal may not apply to transport services whose performance is scheduled for a specific date, in accordance with the exceptions provided for in the applicable legislation.
6. Complaints book
In accordance with current legislation, Aerocoope provides an Electronic Complaints Book.
Consumers can lodge a complaint at the following address:
https://www.livroreclamacoes.pt
Alternatively, you can contact the company directly by email:
7. Data Protection Policy (GDPR)
Aerocoope respects the privacy of its users and is committed to protecting their personal data.
Data collected
We may collect the following data:
- Name
- Telephone contact
- Information related to transport requests
Purpose
The data collected is used exclusively for:
- Order and reservation management
- Contact with clients
- Compliance with legal obligations
Data retention
Data will only be kept for as long as necessary for the purpose for which it was collected or as required by law.
Data Subject Rights
The data subject has the right to:
- Accessing your data
- Request correction or deletion
- Limiting data processing
To exercise these rights, please contact:
Security
Aerocoope adopts appropriate technical and organizational measures to protect personal data against loss, misuse or unauthorized access.
8.RIGHTS AND OBLIGATIONS OF THE OPERATOR, STAFF AND PASSENGERS
Specialized regular and occasional transport services
Decree-Law no. 9/2015, January 15th
Art. 5
Obligations of the operator
1 – (…)*
2 – The operator’s obligations include:
a) (…)*
b) (…)*
c) Publicize the rights and obligations established by the
this decree-law and in the general conditions of carriage,
when applicable;
d) (…)*
e) (…)*
f) Provide the service covered by the transport contract with
safety and quality, under the terms of the applicable legislation
;
g) (…)*
h) Make the complaints book available, under the terms of the law
and the Regulation.
3 – The following are the duties of staff working in the
transport services:
a) Be duly identified with a card issued
by the company;
b) Be courteous to passengers and
the inspection agents, providing clarifications
you are asked;
c) Provide passengers with any assistance they may need,
paying special attention to children, people with
mobility impaired and the elderly;
d) Ensure the safety and comfort of passengers;
e) Check, before leaving the vehicle in which
the service is provided, whether any objects
have been left in it by passengers.
4 – (…)*
5 – (…)*
Art. 7
Passengers’ duties and obligations
1 – (…)*
2 – Passengers are prohibited:
a) (…)*
b) (…)*
c) (…)*
d) Projecting any objects outside the vehicle;
e) Place in the places reserved for this purpose volumes that,
by their content, nature or form, may fall or
disturb other passengers in the event of a collision,
sudden stop or other causes;
f) Placing heavy or dirty packages on seats or
rest your feet directly on the upholstery;
g) Engage in any activity or offer services
without prior authorization from the operator;
h) (…)*
i) Transporting pets or assistance animals in
violation of the conditions established by law;
j) Hanging onto any of the vehicle’s accessories
during the march;
k) Display posters, pamphlets or other publications without
authorization from the operator;
l) Carrying weapons, unless they are duly
packaged in accordance with the applicable legislation, or
in the case of law enforcement officers;
m) Carrying explosive substances, including material
pyrotechnics, highly flammable or corrosive substances
or radioactive;
n) Carrying packages that by their nature, shape,
size or smell may cause discomfort to others
passengers or damage rolling stock;
o) Use loudspeakers or make noise in such a way as to
Disturb other passengers;
p) Perform acts or utter expressions that disturb the
good order of services or disturb other
passengers;
q) Enter vehicles when the capacity is exhausted.
3 – Passengers must comply with the instructions given
by enforcement officers in the course of carrying out
their duties.
4 – In cases where non-compliance by passengers
of their duties disturbs others
passengers, cause damage or interfere with good order
of the transport service, the agents of the operator
in charge of supervision or the driver may
order him to leave the vehicle and, in the event of
non-compliance with this order, call on the competent
public security force.
5 – Passengers whose departure is determined under
the terms of the previous paragraph are not entitled to any
reimbursement.
6 – (…)*
*Not applicable to specialized regular and occasional transport services (article 31: “The provisions of this
decree-law apply, with the necessary adaptations, to specialized regular and occasional transport services, without
prejudice to the provisions of the contractual terms and other applicable legislation”).
Note: this publication does not dispense with the need to read Decree-Law no. 9/2015, of January 15.