Compass Airlines Customer Commitment

Contents

Our Customer Service Commitment 2

 

Offering the lowest fare available. 3

 

Notify Customers of known delays, cancellations, and diversions 3

 

Delivering baggage on time. 4

 

Allow reservations to be canceled without penalty for 24-hours after the reservation is made. 4

 

Provide prompt ticket refunds 4

 

Properly accommodating passengers with disabilities, and other passengers with special needs, including during tarmac delays 5

 

Meet customers’ essential needs during lengthy tarmac delays or cancellations 5

 

Treating customers who are denied boarding due to oversales with fairness and consistency in accordance with DOT Regulations and Delta’s policies and procedures for determining boarding priority. 6

 

Disclosing cancellation policies, frequent flyer rules, aircraft seating configuration, and lavatory availability. 6

 

Notifying customers about travel itinerary changes in a timely manner 6

 

Ensuring responsiveness to customer complaints 7

 

Provide services to mitigate inconveniences resulting from cancellations and misconnections 7

 


Compass Airlines Customer Commitment

Our Customer Service Commitment

In the air and on the ground, online and on the telephone, our customers have the right to expect – to demand – respect, courtesy, fairness, and honesty from the airline they have selected for travel. 

At Compass Airlines, the only acceptable customer service experience is one in which you arrive at your intended destination safely, comfortably and on-time.  When events and obstacles beyond our control, such as severe weather or Air Traffic Control delays prohibit us from achieving this standard, we strive to minimize customer inconvenience however possible.

Our 12-point Customer Commitment outlines the ways in which we strive to keep our customers feeling relaxed, respected, and rewarded both during and outside of normal flight operations.

Our Customer Commitment is a living document that is reviewed frequently and updated regularly to ensure it remains current, relevant and compelling.

 

Offering the lowest fare available  

Our Commitment:
We will work with Delta Air Lines to offer customers who contact reservations or book through Delta’s website (www.delta.com), the lowest available fare for which they are eligible and the most logical routing given the date, destination(s), flight(s) and class of service requested.

Reservations for Delta Air Lines flights operated by Compass Airlines may be obtained through Delta Air Lines by calling 800-221-1212 or via the website at www.delta.com.

 

Notify Customers of known delays, cancellations, and diversions

Our commitment:
We will provide Delta Air Lines timely information regarding delays, cancellations, and diversions so our customers will be aware of any change in their flight(s).

Because we know that timely and accurate communication regarding travel interruptions is of utmost importance, we will make every effort to provide Delta Air Lines and our employees with the most accurate, up-to-date information as frequently as possible. This information is linked to automated systems to deliver delays or cancellation information quickly.

As soon as we become aware of a service interruption, we will relay the information to Delta Air Lines so they can proactively take steps to help customers reach their intended destination with minimal interruption. We will also notify the affected station so Delta’s staff can relay timely, clear and concise information to customers in the boarding gate area. They will also update customers regarding the reason for the delay or cancellation as it becomes available.

When making your reservations, providing contact information can assist in reaching you in the event a delay or cancellation becomes apparent before you leave for the airport or while you are in transit.

 

Delivering baggage on time

Our Commitment:
It is our intention to deliver your baggage on time; however, in the event this does not occur, we will make every effort to return baggage within 24 hours.  We will compensate you for reasonable expenses that result due to a delay in delivery.  Additional information is available at www.delta.com.

Notify a Delta employee at the airport if you cannot locate your baggage.  To check on the progress of our bag(s) search, call 800-325-8224 or go to Delayed, Lost, or Damaged Baggage on delta.com and use the Track Checked Baggage tool. 

It is recommend you attach a baggage identification tag to each bag clearly displaying your name, address and telephone number. In addition, we suggest you place your contact information and a copy of your itinerary inside your bags. Be sure to carry necessity items like medications, keys and passports, as well as valuables with you on the aircraft.  Always use baggage designed to withstand the stress of airport baggage handling systems and avoid over-packing.

 

Allow reservations to be canceled without penalty for 24-hours after the reservation is made

Our Commitment:
Customers who purchase a ticket for travel on our flight(s) may cancel their reservation without penalty within 24-hours of purchase.  This will allow customers to compare fares with those of other airlines.  Fares and seats are subject to availability and may change at any time prior to purchase.

 

Provide prompt ticket refunds

Our Commitment:
All refunds for Compass Airlines are processed by Delta Airlines.  Refunds will be issued within seven business days for credit card purchases, and 20 business days after receiving a complete refund request for purchases made by cash or check.  Refunds will also be issued on fees charged for optional services if you were unable to use the services due to an oversale situation or flight cancellation.  For refund assistance:

Go to Applying for a Refund on Delta.com for online refund information.  Requests for refunds may be submitted to any Delta ticketing location or your travel agent.  Refunds for electronic tickets may be requested by calling Reservations Sales at 800-221-1212.   For questions on how to apply for a refund or check the status on a refund request, call 800-847-0578 or 404-715-5417 (8:00am-5:00pm EST).

 

Properly accommodating passengers with disabilities, and other passengers with special needs, including during tarmac delays

Our Commitment:
Accommodating the special needs, including individuals with disabilities and unaccompanied minors, is a top priority at Compass Airlines.  We conduct ongoing training for employees who work in customer contact positions to ensure all customers with special needs receive the level of service they deserve and should expect.  

When booking your reservations, please notify the reservations agent of any special needs you have or, if booking online, select your special needs requirements when you reserve your travel.  This will alert employees of your needs so they can better assist you when you travel.   

 

Meet customers’ essential needs during lengthy tarmac delays or cancellations

Our Commitment:
We will provide full and timely information regarding the status of a flight if there is an extreme delay after you have boarded and after the plane has landed.  If safety and security conditions allow, we will provide for your essential needs such as food, potable water, operable lavatory facilities, and access to medical treatment.  For additional information, see Delta’s Contingency Plan for Lengthy Tarmac Delays at www.delta.com. 

 

Treating customers who are denied boarding due to oversales with fairness and consistency in accordance with DOT Regulations and Delta’s policies and procedures for determining boarding priority 

Our Commitment:
Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time and comply with other requirements.  This is called an oversale, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); or if more customers have checked in and are prepared to board than we have available seats. 

If your flight is in an oversold situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seat.  If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, you will be entitled to compensation and transportation on an alternate flight.  Additional information regarding denied boarding polices is available on Delta’s website (www.delta.com). 

 

Disclosing cancellation policies, frequent flyer rules, aircraft seating configuration, and lavatory availability 

Our Commitment:
We will provide you with timely and complete information on delta.com or, upon request by calling 800-221-1212.  Information on delta.com is available by following the links below:

·         Cancellation Policy

·         Frequent Flyer Details

·         Aircraft Seating Configuration (and then choose aircraft type)

·         Lavatory Availability (and then choose aircraft type)

 

Notifying customers about travel itinerary changes in a timely manner

Our Commitment:
We understand that you need timely information about changes to your travel itinerary.  If you provide us with your contact information, we will attempt to notify you using information in our reservation about any travel itinerary changes prior to the date of travel.

 

Ensuring responsiveness to customer complaints

Our Commitment:
Customer feedback is very important to us.  When our customers have questions or complaints, we will acknowledge within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint.  For questions or filing a complaint, go to Contact US at www.delta.com.

 

Provide services to mitigate inconveniences resulting from cancellations and misconnections

Our Commitment:
In order to mitigate inconveniences due to delay, cancellation, or irregular operations:

·         We will automatically rebook you on the next available flight and will make every reasonable effort to reroute your check baggage on the same flight as you.

·         If you are onboard a Wi-Fi enable aircraft, you can access www.delta.com free of charge to check arrival and departure gates, as well as rebooking options, prior to landing.

·         Upon landing, the flight crew will advise when the use of cell phones is permitted.  At that time, you can call 800-325-1999 for connecting flight status (U.S./Canada originations only).

·         You can scan your boarding pass at any available Delta scanner to print your rebooking information and meal and hotel vouchers (when applicable)

·         We will provide meal allowances and hotel accommodations at Delta contract facilities, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect or cancellation within our control.  If accommodations are unavailable, we will compensate you with a transportation credit commensurate in value with the contracted hotel rate.