These general terms and conditions of use and sale (hereinafter referred to as the ‘General Terms and Conditions‘) apply to any purchase and/or reservation of products and/or services made on (the ‘Site‘) by any person (hereinafter referred to as ‘the Customer’ or ‘the User‘). 

The website is managed by Trawell Co S.p.A., with registered office at Via Olona no. 183/G, 21013 Gallarate (VA) – Italy, Tax Code, VAT number and registration number with the Companies’ Register IT02389980125, R.E.A. number VA-254114 (hereinafter “Trawell” or the “Company“).

The Site offers the Customer the possibility of purchasing and/or booking (as the case may be and according to the general conditions applicable to each service): 

  1. products and/or traveller assistance services sold and provided by Trawell (collectively the ‘Trawell Services‘);
  2. products and/or services of assistance to travellers sold under license by Trawell and provided by its commercial partner S.p.A. with registered office in Via Marsala n. 34/A, 21013 Gallarate (VA) – Italy, Fiscal Code, VAT number and registration number with the companies register IT03624170126, R.E.A. Number VA-366690 (hereinafter “SosTravel” and the related products and/or services the “SosTravel Services“).

Each product and/or service is governed by its own general terms and conditions, made available on the Site at the time of purchase/booking. 

Trawell invites Users to read also the Privacy Policy, available on the Site. 

By placing an order and/or a reservation on the Site, the Customer expressly accepts these General Terms and Conditions governing the contractual relationship with Trawell and/or the SosTravel partner. 

1.- Definitions. 

In these General Terms and Conditions, the terms and expressions below shall have the following meaning:

  • SosTravel App: means the SosTravel mobile application for iOS and Android systems, for mobile devices that Customers must download in order to use the Service. 
  • Customer or User: the passenger of any air carrier who purchases the Trawell Services and/or the SosTravel Services.
  • Consumer Code: shall mean Legislative Decree No 206 of 6 September 2005, as amended.
  • SosTravel General Conditions: the general terms and conditions adopted by SosTravel for the provision of the SosTravel Services available on the SosTravel website (available at the following link: )
  • Customer Care: the team available to each Customer to provide information and assistance regarding the Services. Contact details and how to communicate with Customer Care are published on the Trawell and SosTravel websites.
  • Online Shop: means the E-Commerce page ( available on the Site where the Customer can purchase Trawell Services and SosTravel Services online.
  • Withdrawal Period: as defined in Article 5.1.
  • Online Booking: indicates the page on the Site where it is possible to book the Services offered by Trawell to be subsequently purchased at Trawell Points of Sale.
  • Points of Sale: Trawell’s points of sale at the airports indicated on the Website. 
  • Services: means together the Trawell Services and the SosTravel Services sold (and/or bookable) on the Online Shop in accordance with the SosTravel General Terms and Conditions.
  • Trawell Services: means the products and/or traveller assistance services sold and provided by Trawell in accordance with the general terms and conditions of the individual Trawell Service, available on the Site;
  • SosTravel Services: means the products and/or services of assistance to travellers sold by Trawell, as an official SosTravel reseller, and provided by SosTravel in accordance with the SosTravel General Terms and Conditions;
  • Site: indicates the Trawell website accessible at .
  • SosTravel: indicates the company S.p.A. with registered office in Via Marsala n. 34/A, 21013 Gallarate (VA) – Italy, Fiscal Code, VAT number and registration number with the companies register IT03624170126, R.E.A. Number VA-366690.

2.- Scope of application

    1. 2.1.These General Terms and Conditions regulate purchases and/or bookings of Services made on the website and, where applicable, through Trawell’s software and applications, in accordance with the provisions of Part III, Title III, Chapter I of the Consumer Code, Legislative Decree 206/2005, as amended by Legislative Decree 21/2014 and Legislative Decree 70/2003 on e-commerce.
    2. 2.2. These General Terms and Conditions apply to all contracts of sale and/or reservation of Services concluded between Trawell and the Customer, defined pursuant to Article 3 of the Consumer Code, as a consumer (i.e., a natural person acting for purposes unrelated to any entrepreneurial, commercial, handicraft or professional activity carried out) on the basis of orders submitted electronically through the Website. By reading and concluding a purchase and/or booking, the Client expressly and implicitly accepts these General Terms and Conditions. 
    3. 2.3.By declaring acceptance of these General Terms and Conditions when purchasing and/or booking a Service on the Site, the User undertakes to comply with these General Terms and Conditions. The User cannot purchase products via the Site if he/she does not accept these General Terms.

3.- Use of the Site – personal area

3.1.- The Customer has the right to access the site to consult and make purchases and/or book Services. No use, particularly commercial, of the site or its content is permitted. The integrity of the elements of this Site, whether audio or visual, and the related technology used remain the property of Trawell and are protected by intellectual property law. The Customer shall not use the Site: (i) in such a manner as to cause, or be likely to cause, interruption, damage or malfunctioning of the Site and/or its functionalities, or (ii) for fraudulent purposes, or otherwise to commit unlawful activities, or (iii) to cause annoyance, harm or apprehension.

3.2.- In order to make purchases and/or bookings of the Services, the Customer is required to register in the personal area of the Site, providing his/her personal details (first name, last name, date of birth, tax code, residential address), e-mail address, telephone contact and choosing a password for access. The functions of the Site are made available to Users in Italian and English.

3.3.- The Customer is required to keep the Website access data (account and password) confidential and agrees, to the extent permitted by applicable law, to be held liable for all activities carried out with his/her account and password on the Website. The Customer undertakes to take all necessary precautions to ensure that the Website access data (account and password) remain secure and confidential and undertakes to inform Trawell immediately if he has reason to believe that any third party has knowledge of such data, or if such access data are, or are likely to be, used in an unauthorised manner.

3.4.- The Customer is obliged to ensure that the data provided are correct and complete and to notify any changes in the information provided immediately. The Customer can access his personal page and the relevant information in the appropriate section of the Site.

3.5.- Trawell reserves the right to prevent access to the Website and/or Services or to close the Customer’s account if the Customer’s behaviour constitutes a justified reason to do so. This will be the case, in particular, in the event of a breach of applicable law, applicable contractual provisions or these General Terms and Conditions. 

4.- Product Selection

4.1.- The User may only purchase the Services present in the catalogue published on the Site and available (also with regard to the Customer’s departure/arrival airport) at the time of the purchase order by the User. The catalogue of Services may be periodically updated by the Company, which, therefore, does not provide any guarantee as to the permanence of a Service among those available.

4.2.- The Services are accompanied by a descriptive sheet of their main characteristics. The images and colours of the Services in the descriptive sheets may not correspond faithfully to the real ones due to the settings of the computer systems or devices used by the User to view the Site. Therefore, the images published must be considered as indicative.

4.3.- If, although selectable, the chosen Service is not available at the Customer’s departure/arrival airport, the Company shall promptly notify the User by e-mail to the address provided by the User and may propose to the User the termination of the Contract and the refund of the price already paid.


5.1.- All sales prices of the products shown on the Site are in Euro (it is possible that at certain airports the price is expressed in local currency) and include VAT where applicable.

5.2.- The Customer accepts Trawell’s right to change prices at any time, it being understood that the Services shall be sold on the basis of the prices indicated at the time the order is created and indicated in the confirmation e-mail sent by Trawell to the Customer. 

5.3.- In the event of a computer, manual, technical or any other error that results in a substantial change in the retail price – not foreseen by Trawell – making it exorbitant or clearly derisory, the purchase order shall be considered invalid and cancelled, and the amount paid by the Customer shall be refunded within 14 days from the day of cancellation. 

6.- Online Purchase of Services. 

6.1.- General Provisions

The Customer may purchase the Services available for purchase in the catalogue published on the Site by selecting the relevant Service and completing the data required by the Online Shop format (e.g. airport, number of services purchased). 

6.1.2.- The Client, after accepting the General Conditions and entering any payment details, concludes the purchase by selecting the “Buy Now” button.  In this way, a contract is stipulated between the Customer and Trawell for the purchase of the chosen Service, under the terms and conditions of these General Conditions, which will be provided, as applicable, by Trawell and/or SosTravel, in accordance with the conditions of the individual Service, published on the Website. The computer data relating to the order and the contract are recorded on the Company’s servers and can be viewed by the Customer in his/her personal area. 

6.1.3.- In the event the Customer has entered incorrect data, the Online Shop allows, prior to the purchase, the possibility of changing the data and/or the chosen Service. 

6.1.4. – For each purchase made via the Site, the Company sends the User the relevant payment receipt together with an Order Confirmation summarising the purchase made.

6.1.5.- The Company reserves the right not to accept the purchase order in the event of non-authorisation of payment by the relevant manager via one of the payment methods provided for in these General Terms and Conditions. 

6.1.6.- For each order placed on the Site, it shall be the Customer’s responsibility, when placing the order, to request the issuance of an invoice, if necessary. For the invoice to be issued, the information provided by the Customer at the time of placing the order shall be binding. No changes to the invoice shall be possible after the invoice has been issued. Trawell shall send the invoice by e-mail to the order holder, pursuant to Article 14 of Presidential Decree 445/2000 and DL 52/2004.

6.2.- Online Purchase of SosTravel Services

6.2.1.- Through the Online Shop of the Site the Customer may purchase online the SosTravel Services provided by SosTravel in accordance with the following provisions.

The SosTravel Services are sold by Trawell exclusively as an official reseller of SosTravel. The SosTravel Services shall be subsequently delivered and provided by SosTravel in accordance with the SosTravel General Terms and Conditions available at

6.2.3 – Once the purchase of the Sostravel Services has been completed, Trawell sends the Customer an order confirmation e-mail containing the link to download the Sostravel App and the QR code necessary to activate the Sostravel Service on the Sostravel App. If no confirmation is received, no cost shall be charged to the Customer and the transaction shall be cancelled.

6.2.4.- In order to activate and use the SosTravel Services the Customer shall necessarily download the Sostravel App free of charge from Apple Store (iOS version), from Google Play (Android version) and from Huawei AppGallery (Android version).

6.2.5.- In accordance with the SosTravel General Conditions, in order to activate the SosTravel Services the Customer shall, prior to the departure of his flight, register on the SosTravel App the QR Code indicated in the order confirmation email, the flight number and the Baggage Tag to be tracked. Failure to do so will result in the SosTravel Services not being activated and the Customer will not be entitled to a refund of the amount paid.

6.2.6.- The Customer may use the SosTravel Services in accordance with the SosTravel General Terms and Conditions.

6.2.7.- In the event that the Customer purchases SosTravel Services, provided by SosTravel, it is specified that Trawell is a mere intermediary in the sale of the SosTravel Service and does not assume any guarantee regarding the correct execution of the SosTravel Service by SosTravel. 

7.- Booking Online Services

7.1.- On the Online Reservation page of the Website, the User may book online the Services offered by Trawell to be subsequently purchased at the Points of Sale as provided below. If the Services are booked online, the User will be entitled to a discount on the price of the service booked in the percentage indicated on the Online Booking page.

7.2.- By accessing the Online Booking page, the User may select:

  1. the airport of interest among those available on the page;
  2. the date on which the User intends to go to the Point of Sale to purchase the Services;
  3. the services available at the selected airport that you wish to book. 

7.3.- Subsequently, the User must indicate the airport terminal and time of arrival at the Point of Sale and confirm the reservation. At the end of the booking process, the User will receive a summary e-mail (the “Booking Confirmation“) containing: 

  1. the reservation number;
  2. the airport;
  3. the terminal:
  4. the Point of Sale where to purchase the booked services;
  5. the time of arrival at the Point of Sale;
  6. the services booked.

7.4.- In the event the Customer has entered incorrect data, the Online Shop allows, prior to booking, the possibility of changing the data and/or the chosen Service.

7.5.- The User must present him/herself at the Point of Sale, at the time and on the day indicated in the Booking Confirmation, with the Booking Confirmation to show to Trawell personnel. Payment of the fee for the booked services shall be made directly at the Sales Point and the User shall be entitled to a discount on the fee for the booked service in the percentage indicated on the Online Booking page. 

7.6.- The reservation of Services must be made well in advance and, in any event, at least 48 (forty-eight) hours before the flight. Otherwise, Trawell does not guarantee the availability of the Services. It is advisable to arrive at the point of sale well in advance in order to respect the time required for subsequent check-in and control operations.

7.7.- The reservation does not offer any right of priority access to the point of sale if there are other customers waiting. You must therefore wait your turn to purchase the reserved Services. Trawell does not guarantee compliance with the time indicated in the booking confirmation and cannot be held liable in the event of missed flights or any other damages suffered by the Customer. 

8.- Methods of Payment

8.1.- The consideration for the purchase of the Services may be paid by the means of payment allowed on the Online Shop and indicated below:

  1. Credit Card;
  2. Paypal;

8.2.- Credit Card

One can use Paypal to pay, even without having a Paypal profile or being registered, but simply using one’s own credit card or any other card. After clicking on the Paypal button, the Customer is directed to the PayPal site. By clicking on Payment as a non-registered user, the Customer can choose to pay with cards, debit cards or prepaid cards of the most popular circuits (Visa, Mastercard, Postepay or other). After entering the email, the Customer shall fill in the form with data and card details, taking care to indicate First Name, Last Name and if required also billing data, and conclude by authorising payment.


Payment can also be made via PayPal account, for convenient online shopping without the need to enter credit card details on the site. The account is debited upon completion of the order. To register a new PayPal account, the Customer can visit

8.4.- Any refunds of the amounts paid by the User to the Company, where applicable, will be made using the same payment method used by the User to make the purchase. Refunds will be processed in the time and manner provided by the operator of that payment instrument.

9.- Liability

9.1.- Trawell accepts no liability for inefficiencies attributable to force majeure or fortuitous events, even if dependent on malfunctions and inefficiencies of the Internet network, in the event that it is unable to execute the order. It is specified that Trawell’s liability cannot under any circumstances be invoked in the event of total or partial non-performance of contractual obligations attributable to the Customer, particularly at the time the order is signed.

10.- Customer Care – contacts

10.1.- The Customer Service, which the User may contact for any information, assistance or requests for returns, can be reached at the following addresses: 


Phone: USA +1 786 4143370 | French +33 170615702 | Italy +39 0691511041 | Portugal +35 1300505951 | Switzerland +41 435507016 | Canada +1 514 3126536 | Cechia +420 29 6249892

11.- Declarations by the User

11.1.- The User represents and warrants:

  1. to be able to lawfully enter into these General Terms and Conditions;
  2. to be of legal age;
  3. that the personal data and other information communicated to the Company when registering on the Site or purchasing a Service are true, correct and up to date. The Company reserves the right to verify the information provided at any time and by any means at its disposal, including by requesting the User to provide appropriate supporting documentation;
  4. who will use the Website in compliance with any applicable legal provision or regulation, refraining from any form of direct and/or indirect use of the Website that is contrary to the law, these General Terms and Conditions, or infringes the rights of third parties.

11.2.- The User undertakes to indemnify and hold harmless the Company against all liabilities, actions, costs, expenses and claims that may arise from the User’s breach of the representations and warranties set forth in this Article, without prejudice to the Company’s right to terminate the Contract with immediate effect pursuant to Article 1456 of the Civil Code.

12.- Withdrawal by the Customer.

12.1.- Pursuant to Article 52 et seq. of Legislative Decree No. 206/2005, if the Customer is a consumer (i.e. a natural person who purchases goods for purposes unrelated to any entrepreneurial or professional activity carried out, or does not make the purchase by indicating a VAT number on the order form), he/she has the right to withdraw from the contract for any reason, without the need to provide explanations and without any penalty, without prejudice to what is indicated in Articles 59 et seq. of Legislative Decree No. 206/2005.

12.2.- The User may exercise the right of withdrawal in the form and manner provided for by the Consumer Code within the term of 14 (fourteen) days from the date of purchase of the Services (the “Withdrawal Period“).

Specifically, the User shall expressly express his or her wish to withdraw from the purchased Paid Services by sending a written notice by means of:

  1. certified e-mail at, or 
  2. registered mail with return receipt to the attention of the Customer Care Office of Trawell Co S.p.A., Via Olona 183/G 21013 Gallarate (Va) – Italy, or
  3. fax to the single number: +39 0331 1582452.

12.3.- In order to comply with the withdrawal period, it is sufficient for the User to send the communication regarding the exercise of the right of withdrawal before the expiry of the Withdrawal Period. Upon receipt of the withdrawal request, Trawell will reimburse, within 14 (fourteen) days from the date of receipt of the withdrawal request, any payments made by the Customer by the same means used by the same, unless otherwise specified.

12.4.- If the Customer has used the purchased Service during the Withdrawal Period, he/she shall not be entitled to a refund.

13.- Personal Data Protection

13.1.- The Company processes the User’s personal data for the purposes and in the manner specified in the Privacy Policy on the website at the link


14.- Amendments to the General Conditions

14.1.- Trawell reserves the right to make changes to these General Conditions from time to time, if such changes are necessary to ensure compliance with new legal provisions, for technical reasons, to adapt them to the sales models adopted by the Company or to better protect Users’ rights. The most recent version of the General Conditions is published from time to time on the Web Site. In any case, the version of the General Conditions in force at the time the relevant order is placed shall apply to each purchase.

15.- Applicable Law and Jurisdiction

15.1.- For any dispute relating to these General Terms and Conditions, only Italian law shall be applicable, with the express exclusion of any applicable international law convention. 

15.2.- For civil disputes concerning contracts between the Customer and Trawell concluded through the Website, if the Customer is a consumer, the territorial jurisdiction is the court of the Customer’s place of residence or domicile, if located in Italy. In all other cases, the Court of Milan shall have exclusive jurisdiction.