Special needs / Assistance

Whenever there are disruptions of flights and schedule changes such as aircraft on ground, aircraft swaps, operational delays, weather, force majeure or any other factor; our team will be available to support affected passengers.

• To ensure they are handled per procedure from refreshments to hotel accommodations and re-protection to alternative flights where applicable
• Acknowledge and be receptive to customer complaints both verbal and non-verbal.
• Ensuring that effective service recovery is initiated immediately and the image of the company is protected.
• Discuss complaints of a sensitive nature with senior management to obtain the necessary approvals
• Provide first needs to passengers whose bags have been delayed