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Allegiant Air Customer Service Plan General information, fares, purchases, delays and cancellations For purposes of this Customer Service Plan, "Allegiant" or "Carrier" means Allegiant Air, LLC, and "Passenger" or "Customer" means any person, except members of the crew, carried or to be carried in an aircraft with the consent of Carrier. This Customer Service Plan applies to regularly-scheduled Allegiant flights, but does not apply to flights chartered from Allegiant by other parties. Allegiant offers the lowest fare available at the time and place of booking, whether customers make reservations online at www.allegiantair.com, by calling Allegiant Reservations Center at 702-505-8888, or at the airport during ticketing hours. Please note that fares purchased online or by calling the Allegiant Reservations Center are subject to fees not applicable to purchases made at the airport. Allegiant will use its best efforts to notify all affected passengers promptly of: planned schedule changes and service withdrawals, known delays and their cause, cancellations and their cause, and flight diversions and their cause. Notification may be given by any of the following methods, whichever is most practical in the circumstances: telephone, email, written correspondence, flight information posted on allegiantair.com, airport announcements, on-board announcements or written advisory distributed at airport. Allegiant makes every effort to off-load and deliver baggage to the baggage claim area efficiently. In the event a passenger's checked bags do not arrive on the same flight as the passenger, reasonable efforts will be made to return the bag to the passenger in as timely a manner as the circumstances permit. Allegiant requires full payment at the time of reservation booking. Allegiant does not discount round-trip tickets, as each round-trip itinerary is priced by the sum of the one-way flights comprising the round trip. Allegiant does not allow reservations to be held without full payment being made at time of booking. (As an exception to the rules stated in this paragraph, Allegiant does not require full payment at the time of reservation for bookings made by a group, which is defined as 10 or more passengers booked via a single contract through our groups reservation department.) Providing prompt ticket refunds If a refund is due, Allegiant will make the refund via the original form of payment. Refunds for fares purchased with a credit card will be processed for crediting-back to the same credit card account no later than seven (7) business days from the date the full documentation of the refund request is received by Carrier. Refunds for fares purchased with cash or by check will be issued by check no later than twenty (20) days after the full documentation of the refund request is received by Carrier; provided, with regard to fares purchased by check, that in cases where Carrier has reasonable cause to suspect fraud, Carrier may delay making an otherwise eligible refund until such time as the check by which the fare was purchased has cleared the financial institution on which it was drawn and Carrier has received payment. Carrier shall make refunds in the currency with which the fare was purchased or in U.S. Dollars. All refund requests should be sent to:
Properly accommodating passenger with disabilities and other special needs, including during tarmac delays Allegiant consulted with organizations representing persons with disabilities in the United States when developing training programs, policies and procedures for undertaking the requirements of 14 CFR Part 382, the U.S. Department of Transportation (DOT) regulations implementing the Air Carrier Access Act (ACAA). We strive especially to ensure that customers with disabilities who identify themselves as needing special or additional assistance receive services in compliance with Part 382 and ACAA. This commitment includes services and assistance provided during lengthy tarmac delays. Meeting customers' essential needs during lengthy tarmac delays (Contingency Plan) Should an unusual event result in a lengthy onboard delay, we want to ensure the safety and well-being of our customers and crew. If the aircraft is delayed on the tarmac, without access to a terminal gate, for more than three (3) hours, we have developed a contingency plan to ensure we meet our customers' essential needs. A tarmac delay is defined as the time after leaving the gate or upon landing without access to the terminal. Our Manager of Customer Operations will work with the affected airport and in-flight teams to implement the plan which may include the participation of local airport authorities and other carriers. We make every reasonable effort to avoid lengthy delays on the tarmac and elsewhere. However, if circumstances cause a tarmac delay longer than two (2) hours, we will meet our customers' essential needs by offering complimentary non-alcoholic beverages, snack service, restroom facilities and basic medical assistance. These services will be offered as long as the captain of the flight determines there is no safety- or security-related reason that precludes the services. For tarmac delays covered by our contingency plan that last longer than three (3) hours, our Manager of Customer Operations, the local airport and the captain of the flight along with the FAA, air traffic control and airport operations personnel will determine necessary airport terminal access, secure aircraft parking, ground service equipment, personnel, supplies, services and communications ensuring the safety of all involved and the ability of passengers then desiring to deplane to do so. Every Allegiant captain in conjunction with Allegiant's Dispatch department will work to evaluate a given situation and use their collective best judgment to respond to any emergency or other extraordinary circumstance which may arise. This may involve seeking the assistance of qualified medical personnel onboard the aircraft, expediting the aircraft's safe return to a terminal gate, use of the onboard medical kit, consulting with Medlink (a medical advisory group), and/or requesting additional medical assistance and support. Handling "bumped" passengers with fairness and consistency in case of an overbooked flight Allegiant Air does not intentionally overbook its flights. But in the event of an unintentional overbooked situation, or our inability to accommodate a confirmed passenger due to an unusable seat (for example, the seat is broken and cannot safely be occupied), we will actively solicit volunteers to accept denied boarding and will only involuntarily deny boarding as a last resort. See Section 105 of Allegiant's Contract of Carriage for information on denied boarding compensation. If unsuccessful in soliciting enough volunteers and we need to involuntarily deny boarding to one or more passengers, consistent with our Contract of Carriage and Part 250 of the DOT regulations, we will advise passengers of their options, including the amount of compensation payable. If there are still not enough volunteers, other passengers may be denied boarding involuntarily in accordance with Allegiant Air's boarding priority. Under DOT Part 250, a passenger who is denied boarding involuntarily and who is eligible for involuntary denied boarding compensation must be told that he or she is eligible for a compensation payment to be issued within 24 hours. If the carrier chooses to also offer the option of a travel voucher, it must be made clear to the passenger that the choice between the payment and the travel voucher is up to the passenger, not the carrier. As required by the DOT, every carrier shall furnish passengers who are denied boarding involuntarily from flights on which they hold confirmed reserved space immediately after the denied boarding occurs, a written statement explaining the terms, conditions, and limitations of denied boarding compensation, and describing the carrier's boarding priority rules and criteria. The carrier shall also furnish the statement to any person upon request at all airport ticket selling positions and at all boarding locations being used by the carrier. Disclosing travel itinerary, cancellation policies and aircraft configuration Travel Itinerary: Allegiant is a ticketless (e-ticket only) airline. When a passenger makes a reservation online or over the phone, that passenger will be issued an itinerary number. That itinerary number must be taken to the check-in counter at the airport on the day of departure. To provide the lowest fares possible, Allegiant requires full payment at the time of reservation booking. Allegiant does not require advance purchases; however, all reservations booked within two hours of scheduled departure must be booked and paid for at the airport. Customers may print their own confirmations by logging in to their online account at www.allegiantair.com and going to the Open Itineraries section of their account. A confirmation will be sent via email after transportation is purchased through the Allegiant Reservations Center. Cancellations: Customers can log in to their online account at www.allegiantair.com to make changes or cancellations to their reservations up to 72 hours before the scheduled time of departure. For flight cancellations/changes within 72 hours but outside of 24 hours of the scheduled time of departure, customers must contact Allegiant's Reservations Center at 1-702-505-8888. Customers who purchased Trip Flex may make changes and cancellations to their air itinerary without additional fees if made at least 24 hours before the scheduled time of departure. See Section 15.B of Allegiant's Contract of Carriage for validity of Ticketless Travel Confirmations. Aircraft Configuration: Allegiant currently operates a fleet of McDonnell Douglas MD-82, MD-83 and MD-87 aircraft powered by two (2) tail-mounted Pratt & Whitney turbofan engines. All aircraft have two (2) flight deck crewmembers and three (3) in-cabin crewmembers. MD-82/83 aircraft have 150 coach class seats. MD-87 aircraft have 130 coach class seats. Allegiant does not currently hold any code-share partnerships with other carriers nor does it offer a frequent flyer program. Ensuring responsiveness to customer complaints Allegiant has established and implemented a complaint resolution mechanism, available at no cost to the customer, including one or more Customer Resolution Officers (CRO) available in person or by telephone at each airport that we serve during our regular hours of operation at that airport. In addition, a CRO is available in the Reservations department via phone (702-505-8888) or Text Telephone Device (TTD) or Telecommunications Device for the Deaf (TDD) (702-430-3283) during the Allegiant Reservation Center hours of operation, which are 4:00 AM to 11:00 PM Pacific time seven days a week. Allegiant's Customer Relations Department will address, via conventional postal service, all issues and compliments from customers regarding flights already taken. Allegiant asks that all concerns be sent in writing to:
Allegiant will make reasonable efforts to mitigate passenger inconvenience resulting from cancellations. These efforts may include rescheduled flights, alternate transportation, credit vouchers and/or refunds, depending on availability of rescheduled and/or alternate travel arrangements and other factors. Allegiant does not offer connecting flights or itineraries that require a change-of-plane en route. |
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