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

On very rare occasions unforeseen events may cause a lengthy on board delay either prior to take off or after landing. These events are usually outside our direct control however we will take all reasonable measures to ensure passengers are kept up to date with the latest information available, and for significant on board delays, where safety and security restrictions allow, our cabin crew will provide snack refreshments, lavatory facilities, and access to basic medical assistance.

For more information on flights departing from US airports only please see our Contingency Plan for Lengthy US Tarmac Delays