Offering the lowest fare available

Notifying customers of known delays, cancellations and diversions.

Delivering baggage on time

Allowing reservations to be held at the quoted fare without payment or cancelled without penalty for at least 24 hours after the reservation has been made.

Provide prompt refunds where due

Assisting and enabling customers with Special needs

Meeting customers essential needs during lengthy tarmac delays

Handling flight oversales

Disclosing cancellation policies and other information

Notifying customers in a timely manner of changes to travel itineraries

Ensuring responsiveness to customer complaints

Identifying the services provided to mitigate passenger inconvenience resulting from flight cancellations and misconnections

The Small Print

We take our Customer Service Plan very seriously and we aspire to deliver our commitment day after day. However, the Customer Service Plan does not create contractual or legal rights. Our conditions of carriage set out these rights and the obligations of both parties when you do business with us. They include and uphold all the rules and laws that we, as a global airline, must operate within.

Our conditions of carriage can be viewed here and should be referred to in order to fully understand your rights and our obligations. We are not responsible for any damage you may incur (over and above the limits and liabilities set our in our conditions of carriage) for flight disruptions, overbooking, lost baggage, late refunds, or other occasions where we do not meet our Customer Service Plan.