CUSTOMER SERVICE PLAN(FOR FLIGHTS TO OR FROM THE UNITED STATES)
Notify customers of known delays, cancellations and diversions
We are dedicated to providing a level of service to our customers to make every flight a positive experience for our customers. We work hard to get you to your destination on time as scheduled. However there may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. When this happens we will make available the most current, accurate information about your flight status. These requirements apply to flights originating in or destined to the United States.
We will provide our gate agents, flight crew and other appropriate personnel the information that we know about flight delays, cancellations and diversions;
• Explain the reason for the delay, cancellation or diversion based on the information that we have and update it every 30 minutes;
• Update the information every thirty minute displayed at airport gates and airport kiosks to show flight status;
• Make information on known delays, cancellations and diversions available if you call us and also available on our website.
Deliver baggage on time
If your checked bags are delayed or misplaced, we will make every reasonable effort to retrieve your bags. If you have expenses because of baggage delay and are eligible to receive compensation, we will compensate you for reasonable and necessary out-of-pocket expenses.
Allow reservation to be cancelled for twenty four hours after purchase
When you book and ticket a reservation to or from the United States, your reservation will be held at the quoted fare without payment, or cancelled without penalty, for at least 24 (twenty four) hours after the reservations is made if the reservation is made 1 (one) week or more prior to a flight’s departure.
Provide prompt ticket refunds
We will provide prompt refunds for eligible tickets once we receive your request accompanied by any required documentation. When refunds are allowed we will process requests in a timely manner and refund the purchase price, less any applicable service fees, to the original form of payment. You may seek a refund by sending a written request to the office where you purchased the ticket. If you used a credit card to make your purchase we will submit the request for a refund to the credit card issuer within seven business days of receiving your completed request for refund. The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund. For purchases made with cash, check or other forms of payment, we will issue your refund within 20 business days of receipt of your completed request for refund.
Please make sure you have cancelled your reservation before requesting a refund and remember to provide the passenger’s name, the address, the credit card number used for purchase, ticket number(s), the date of travel and departure and destination cities in your correspondence.
Properly accommodate passengers with disabilities and other special needs
We are dedicated to offering convenient and comfortable service to all our customers. We will provide our customers who require additional assistance, including individuals with disabilities and unaccompanied minors, with the attention, respect and care they deserve.
We ensure that our aircraft and our services are in full compliance with all applicable regulations, that our customers’ needs are met and that we do not discriminate against passengers on the basis of disability. Our employees are specifically trained to support the commitment to our customers with disabilities.
You can ask for assistance when you arrive at the airport if you would like certain accommodations during your travel. There are, however, certain service requests which are required to be made in advance. This advance notice helps us plan ahead for your safe and comfortable travel. Please check our website for details. During lengthy tarmac delays, our flight crew will make every effort to properly accommodate customers with disabilities or special needs.
If your travel includes another carrier, please check directly with that carrier for any of your travel needs as different policies and procedures may apply.
Requirements for minors who travel without an adult
We welcome young customers on our flights. We do, however, have rules about when a minor passenger can travel alone and when an adult must accompany the minor during travel.
• Children under age 5 are not permitted to travel alone and must be accompanied on all flights by a ticketed adult.
• Children ages 5-11 may travel without an adult but are required to use our Unaccompanied Minor Service. There is a fee for this service and some detailed paperwork to complete prior to travel. This service may not be permitted on some flights (for instance, connecting international flights or the last flight of the day).
• Children ages 12-17 may travel alone. Our Unaccompanied Minor Service is not required, but is available for a fee if you would like to use it.
Please ask us or your travel agent if you need additional information about making arrangements for a qualifying minor’s travel.
Meet customers’ essential needs during lengthy tarmac delays
We are committed to operating a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delays. We have plans and processes in place to minimize such delays. Should a lengthy tarmac delay occur, and if safety and security considerations permit, we will make every reasonable effort to ensure that your essential needs are met through providing snack food and drinking water at specific intervals; restroom facilities and adequate medical assistance.
Denied Boarding Compensation
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. This is called an oversale, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); when we have to substitute a smaller aircraft in place of a larger aircraft that was originally scheduled; or if more customers have checked in and are prepared to board than we have available seats.
If your flight is in an oversale situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats in exchange for compensation (in an amount determined by Surinam Airways) and travel on a later, specified flight. If there are not enough volunteers, we will deny boarding to passengers in accordance with our company policy on boarding priority. If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. The denied boarding compensation (not the payments to volunteers who agree to take a later flight) to passengers with confirmed reservations who checked in and were at the gate on time and who cannot be accommodated – including those travelling on frequent flyer miles – is USD 650.- or 200% of the one-way fare, whichever is smaller, if the passenger can be placed on a flight scheduled to arrive within one to four hours of the arrival time of the flight the passenger was denied boarding. If the replacement flight will arrive more than four hours later than the original flight the denied boarding compensation is USD 1,300.- or 400% of the one-way fares, whichever is smaller.
In the case of involuntary denied boarding, the passenger has to be told by the gate agent that Surinam Airways will give them cash or a check, or in lieu thereof, the passenger can be given a travel voucher as denied boarding compensation if the value of the travel voucher exceeds the denied boarding penalty.
If volunteers are solicited in oversales situations, those passengers must be informed of all material restrictions on the use of the travel vouchers offered in lieu of cash.
Be aware that if you do not check in on time or do not meet certain other requirements you may be denied boarding without compensation.
Disclose travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration
We will give you clear information about policies and service aspects that may be important to you on our website and when you ask, through or reservations staff and our representatives at the airport. This means providing clear information about:
• Aircraft configuration, including seat size and pitch ranges and lavatory availability;
• The important terms and conditions that apply to your ticket and travel, including cancellation policies;
• Any change of aircraft on a single flight with the same flight number.
• The services Surinam Airways will provide to mitigate passenger inconveniences from flight cancellations and missed connections.
SOCIAL NETWORKING SITES: Even if Surinam Airways uses a social networking site like Facebook or Twitter, Surinam Airways does not intend such sites as methods of receiving or resolving consumer complaints. Surinam Airways provides its mailing address and links to communicate with Surinam Airways on its website.
Ensure responsiveness to customer complaints
We respond timely to our customers’ complaints. If you have a complaint regarding our services or our product, we want to hear from you. Information about where to direct your written complaint is on our website, on all E-ticket confirmations and is available upon request at the airports we serve. We will acknowledge written complaints within 30 days of receipt and we will send a substantive response within 60 days of receiving your written complaint.
In order to reduce any inconvenience you experience during cancellations and misconnections, we will do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation. We will confirm you on a next flight we operate that has seats available in the same class of service when rebooking is necessary, and make available information about your rebooking through our website, and through our airport and reservations agents.