Customer Service Plan

Effective on and after May 21, 2024

General information

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 the Allegiant Reservations Center at (702) 505-8888, or at the airport during ticketing hours. From time to time, certain sales promotions may be available only online at www.allegiantair.com. 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. Optional Services & Fees

Passenger notification of delays or cancellation

In the case of a flight cancellation, a delay of 30 minutes or more in the planned operation of a flight, or diversion of a flight to an airport other than originally planned, Allegiant will provide notification to affected passengers and to the public within 30 minutes after Allegiant becomes aware of the change.* In all cases, notification will be given in the boarding gate area if affected passengers are present in that area, on allegiantair.com, and via Allegiant's Reservations Center upon telephone inquiry by any person. Notification may also be given by any of the following methods, whichever is most practical in the circumstances: telephone call, email, written correspondence, airport announcement, on-board announcement or written advisory distributed at airport.

*Note: If a fight is canceled a week or more before the scheduled date of departure, notification will be provided within 48 hours after the cancellation occurs.

Delays or cancellations within Allegiant’s control

If a flight is delayed or cancelled for a reason within Allegiant’s control, Allegiant will rebook a customer on the next available Allegiant flight, or the next available flight on an Allegiant airline partner, at no additional cost to the Customer. The next Allegiant flight may originate out of a nearby airport. If the Customer chooses not to rebook on another flight, Allegiant will process a full refund, including any taxes and ancillary fees, back to the original form of payment. Customers shall be notified that they are entitled to a refund, if that is the case, when Allegiant offers alternative transportation in lieu of refunds.

If a flight is delayed or cancelled for a reason within Allegiant’s control which results in the need for overnight Customer accommodations, Allegiant will provide hotel accommodations when available, or compensation/reimbursement for reasonable overnight accommodation expenses. Where a customer seeks reimbursement, they may be asked to provide receipts. If ground transportation to and from overnight accommodations is not available, Allegiant will reimburse the Customer for reasonable ground transportation expenses. If a flight is cancelled for a reason within Allegiant’s control and the customer is delayed 3 hours or more from scheduled departure time, Allegiant will issue a meal voucher for use inside the airport or provide an appropriate meal and beverage to the affected customers.

If a flight is delayed 3 hours or more for a reason within Allegiant’s control, Allegiant will issue a meal voucher for use inside the airport or provide an appropriate meal and beverage to the affected customers.

Mishandled or delayed checked bags

Allegiant makes every reasonable effort to off-load and deliver baggage to the baggage claim area timely and efficiently. In the event a passenger's checked bags do not arrive on the same flight as the passenger, every reasonable effort will be made to return the baggage to the passenger within 12 hours for domestic flights, within 15 hours of the flight’s arrival for international itineraries with a non-stop flight segment between the US and a foreign point that is 12 hours or less in duration and within 30 hours of the flight’s arrival for international itineraries with a non-stop flight between the US and a foreign point that is more than 12 hours in duration. Allegiant will compensate the passenger for reasonable expenses that result from delay in delivery of baggage as required by U.S. Department of Transportation (DOT) regulations in the case of domestic flights, and as required by international treaties/agreements in the case of international flights. Allegiant will reimburse passengers for any fee charged to transport a bag if that bag is significantly delayed (defined below) or lost. Allegiant shall provide a prompt refund to a passenger of any fee charged for transporting a checked bag where the bag is significantly delayed or lost and the passenger has notified Allegiant in writing by filing a mishandled baggage report. Allegiant does not have an obligation to provide a refund of the bag fee for a lost or significantly delayed bag unless a passenger files a mishandled baggage report. A prompt refund is issued within 7 business days for credit card payments or within 20 calendar days for non credit-card payments. The 7/20 day clock begins upon the expiration of the baggage delivery time frames described below for domestic and international flights, or when the passenger filed a mishandled baggage report, whichever occurred later.

A significantly delayed checked bag is a checked bag not delivered to or picked up by the passenger or another person authorized to act on behalf of the passenger:

  • Within 12 hours of the flight’s arrival for domestic itineraries,
  • Within 15 hours of the flight’s arrival for international itineraries with a non-stop flight segment between the US and a foreign point that is 12 hours or less in duration, and
  • Within 30 hours of the flight’s arrival for international itineraries with a non-stop flight between the US and a foreign point that is more than 12 hours in duration.
  • The 15 and 30 hour standards apply to domestic segments of international itineraries.

The length of the delay is calculated from the time the passenger is given the opportunity to deplane from a flight at their destination airport (the beginning of the delay) to:

  1. the time that the Carrier has delivered the bag to a location agreed upon by the passenger and Carrier (e.g., the passenger’s home or hotel), or
  2. the time that the bag has been picked up by the passenger or another person acting on behalf of the passenger at the passenger’s destination airport (the end of the delay).

If the Carrier determines that passengers could or are purposefully delaying in arriving to pick up their bags to receive a refund, Carrier is free to choose option 1 above.

The amount of the refund issued to the passenger for a significantly delayed or lost bag will be equal to the fee that the passenger paid to transport the checked bag. Where the exact bag fee paid cannot be determined, the refund may be equal to or greater than the fee paid by the passenger to transport the checked bag. To the extent that there was no bag fee paid by any form of payment (e.g., credit card, loyalty points) because the transport of the baggage was included as part of the fare or the baggage fee was waived due to the passenger’s airline loyalty program status, or as a benefit of using an airline credit card, or as part of some other benefit or reward program such as the Allegiant Honors program for military service members and veterans, the Carrier is not required to provide a refund as the passenger did not pay an ancillary fee for the checked bag.

Carrier is exempted from providing a bag fee refund for a significantly delayed bag in situations where the delay resulted from:

  1. A passenger’s failure to pick up and recheck a bag at the first international entry point into the US as required by US Customs and Border Protection;
  2. A passenger’s failure to pick up a checked bag that arrived on time at the passenger’s tickted final destination due to the fault of the passenger if documented by Carrier (e.g., passenger ended the travel before reaching the final destination on the itinerary, or the passenger failed to pick up the bag before taking a flight on a separate itinerary); or
  3. A passenger’s voluntary agreement to travel without the checked bag on the same flight, as described below.

A passenger’s voluntary agreement to travel without the checked bag, or voluntary separation from the bag occurs where a passenger fails to meet the minimum check-in time requirement for a flight or is a standby passenger for a flight (i.e., a passenger who lacks a reservation on the flight and is waiting at the gate for an available seat) and the carrier may require such passenger to agree to a new baggage delivery date and location where the Carrier is unable to place the passenger’s checked bag on that flight because of the limited time available.

Carrier is not required to provide a refund of bag fees for significantly delayed bags when the delay is caused by a third-party delivery service, the the third-party is not a contractor or agent of the Carrier and, instead, is contracting directly with the passenger.

Payment for reservation at time of booking

Allegiant requires full payment at the time a reservation is booked. Allegiant does not allow reservations to be held without full payment being made at time of booking. Allegiant may be partnering with third party companies that offer financing in the form of installment payments. In this case, Customers are entering a private agreement with said companies and must abide by their terms and conditions.

All purchases of travel, hotel, auto, baggage and seat fees, related booking fees, carrier charges, Trip Flex if applicable, and taxes are nonrefundable (subject to very limited exceptions, described below) and change or cancellation fees may apply. Please refer to the Passenger Cancellations section below for additional information.

Providing prompt airfare refunds

If a refund is due (including a refund of any taxes and fees charged for ancillary services that the passenger is unable to use due to an aircraft substitution, oversell situation, flight cancellation, or other disruption), Allegiant will make the refund via the original form of payment unless the customer agrees to receive the refunds in a different form of payment. Refunds for fares purchased with a debit or credit card will be processed for crediting-back to the same 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) calendar 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. For situations where an automatic refund is due as described below, those time frames will apply. Refunds for fares purchased with installment payments offered through a third-party company, must be requested to Allegiant for the cancelation of the itinerary but the third-party company will manage the settlement of the credit line and the final refund to the Customer. Carrier shall make refunds in the currency with which the fare was purchased or in U.S. Dollars. All refund requests made by mail should be sent to:

Allegiant Travel Company
ATTN: Customer Relations Department
PO Box 371730
Las Vegas, NV 89137

Alternatively, customers may fill out our Feedback Form by clicking here.

A fare refund shall be provided automatically by the Carrier in the following circumstances:

  1. A flight is cancelled and a passenger is not offered an alternative flight or any voucher, credit or other form of compensation by Carrier (the date the flight was canceled is considered the date the passenger requested a refund); or
  2. A passenger rejects the significantly delayed or changed flight (defined below), rebooking on an alternative flight, or any voucher, credit or other form of compensation offered by the Carrier (the date the passenger rejects the offers is considered the date the passenger requested a refund); or
  3. A passenger does not respond to an offer of:
    1. A significantly delayed or changed flight or an alternative flight and the flight departs without the passenger (the departure date is deemed the refund request date); or
    2. A voucher, credit or other form of compensation by the date on which the canceled flight was scheduled to depart or the date that the significantly delayed or changed flight departs (the originally scheduled departure date for a canceled flight, or the significantly delayed or changed departure date is deemed the refund request date).
  4. Carrier will provide a refund to a passenger with a disability upon notice from the passenger with a disability that the passenger does not wish to continue to travel, as well as any individuals on the same itinerary as the disabled passenger who similarly do not wish to continue to travel without the disabled person for one or more of the following reasons:
    1. The passenger with a disability is downgraded to a lower class of service that results in one or more accessibility features needed by the individual becoming unavailable;
    2. The passenger with a disability is scheduled to travel through one or more connecting airports that are different from the original itinerary;
    3. The passenger with a disability is scheduled to travel on a substitute aircraft on which one or more accessibility features available on the original aircraft needed by the individual are unavailable.

A significant delay or change to a flight by a Carrier means, as a result of the delay or change:

  1. The passenger is scheduled to depart from the origination airport three hours or more for domestic itineraries and six hours or more for international itineraries earlier than the original scheduled departure time;
  2. The passenger is scheduled to arrive at the destination airport three hours or more for domestic itineraries or six hours or more for international itineraries later than the original scheduled arrival time;
  3. The passenger is scheduled to depart from a different origination airport or arrive at a different destination airport;
  4. The passenger is scheduled to travel on an itinerary with more connection points than that of the original itinerary;
  5. The passenger is downgraded to a lower class of service;
  6. The passenger who is an individual with a disability is scheduled to travel through one or more connecting airports different from the original itinerary; or
  7. The passenger who is an individual with a disability is scheduled to travel on substitute aircraft on which one or more accessibility features needed by the customer are unavailable.

Refunds are not due for situations involving flight diversions due to safety or security concerns as long as passengers were ultimately transported to their destinations.

Providing prompt ancillary service fee refunds

“Ancillary fees” are fees for ancillary services, which means any optional service related to air travel that Carrier provides for a fee, beyond passenger air transportation. Such services may include, but are not limited to, transport of checked or carry-on baggage, advance seat selection, access to in-flight entertainment programs or Wi-Fi, in-flight beverages, snacks, meals, or seat upgrades. If the price of the airfare includes the ancillary service, meaning there is no specific charge or fee for the ancillary service, Carrier will not provide a refund beyond the amount paid for the airfare.

Carrier will provide a refund for a purchased ancillary service (other than for a checked bag) that was not provided to a passenger. Carrier’s obligation to provide a refund for an ancillary service not provided to an individual passenger or passengers, but not all the passengers on the flight who paid for the service, begins when the passenger(s) notify the Carrier and that information has been confirmed. A refund will automatically be issued for the ancillary service where the service was not available for all passengers on the flight who paid for the service, such as unavailable Wi-Fi for the flight.

Refunds for ancillary services purchased with a debit or credit card will be processed for crediting-back to the same card account no later than seven (7) business days from the date the refund obligation is triggered by the circumstances described above. Refunds for fares purchased with cash or by check will be issued by check no later than twenty (20) calendar days after the date the refund obligation is triggered by the circumstances described above.

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 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 hours (four hours in the case of an international flight), we will implement our Contingency Plan for Lengthy Tarmac Delays 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 and snack service; restroom facilities and basic medical assistance will be available throughout any tarmac delay. 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 hours (four hours in the case of an international flight), 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

In the event of an overbooking 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 involuntarily deny boarding only 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 on the day and place the denied boarding occurs or, if Allegiant arranges alternate transportation that departs before the payment can be prepared and tendered, 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.

Allegiant 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. Allegiant 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, whether 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, or, alternatively, used to generate a boarding pass online at www.allegiant.com or via the Allegiant mobile check-in app. To provide the lowest fares possible, Allegiant requires full payment at the time of reservation booking. Allegiant recommends but does not require advance purchase; however, all travel booked within two hours of scheduled departure must be booked and paid for at the airport.

Customers may print their own confirmations by accessing their itineraries online through the “Manage Travel” section of www.allegiantair.com. A confirmation will be sent via email if transportation is purchased by telephone through the Allegiant Reservations Center.

Passenger Cancellations: All purchases of travel, hotel, auto, baggage and seat fees, related booking fees, carrier charges, Trip Flex if applicable, and taxes are nonrefundable (except as stated below) and change or cancellation fees may apply. Passengers whose travel plans may change should consider purchasing Allegiant's Trip Flex travel protection program. Trip Flex is available for a reasonable additional charge and allows customers to make changes and cancellations to their air itinerary without incurring all of the fees that otherwise would apply (Optional Services & Fees) if the change or cancellation is made at least one hour before the scheduled time of departure (at least 72 hours in the case of vacation package reservations). Full information about Trip Flex is available here.

Customers can cancel reservations online through the Manage Travel section of www.allegiantair.com, and can cancel or make changes to reservations by contacting Allegiant's Reservations Center at (702) 505-8888. All customers are able to cancel their entire air transportation itineraries without penalty, either online through Manage Travel or by contacting Allegiant's Reservation Center, provided (1) the cancellation is accomplished within 24 hours after booking, (2) the scheduled time of departure was at least one week (168 hours) away at time of booking, and (3) the air transportation was not purchased as part of a package consisting of air and ground elements. Customers without Trip Flex must cancel at least 7 days (168 hours) prior to scheduled flight departure to avoid forfeiting all purchase fees. See Section 15.B of Allegiant's Contract of Carriage for validity of Ticketless Travel Confirmations.

Aircraft Configuration: Allegiant currently operates a fleet of Airbus 319 and 320 jet aircraft. All aircraft have two flight deck crewmembers and three to five in-cabin crew-members. A319 aircraft have 156 coach-class seats and A320 aircraft have up to 186 coach-class seats. Each aircraft is equipped with multiple lavatories for passenger use.

Allegiant does not hold any code-share partnerships with other carriers, nor does it offer a frequent flyer program.

Allegiant Honors:

The Allegiant Honors program provides several benefits to current U.S. service members, which include active-duty military members, their spouses, domestic partners, children, and dependents, of the U.S. Army, U.S. Navy, U.S. Air Force, U.S. Marines, U.S. Space Force, U.S. Coast Guard, National Guard, U.S. Military Reserves, Cadets of the Air Force Academy, West Point, Naval Academy, Coast Guard Academy, and Merchant Marine Academy with a current valid military ID; and Commissioned Corps and Ready Reserve Corps of the U.S. Public Health Service and Commissioned Officers Corps of the National Oceanic and Atmospheric Administration’s Officer Corps with current valid military ID. The Allegiant Honors program also provides several benefits to U.S. military veterans, their spouses, domestic partners, children, and dependents.

Allegiant provides the following benefits to the above-identified groups: up to two free pieces of checked baggage, each weighing under 100 lbs.; no charge for oversized checked baggage; no charge for approved carry-on bags; complimentary boarding pass printing at the airport; one free pet in cabin; priority boarding, which will allows current U.S. service members, U.S. military veterans, as well as their spouse, domestic partner, children, and dependents traveling on the same itinerary to board the aircraft prior to general boarding; waiver of change and cancellation fees when travel is changed due to military orders or directive with supporting documentation including a military order or directive - this also applies to spouses, domestic partners, children and dependents traveling on the same itinerary as the current U.S. service member or veteran; where travel is cancelled due to a military order or directive, Allegiant will provide a refund of the full amount paid for the fare and other related charges such as ancillary fees, back to the original form of payment - such refunds will be provided for the veteran or current U.S. service member as well as spouses, domestic partners, children and dependents traveling on the same itinerary as the veteran or current U.S. service member with required supporting documentation including a military order or directive.

Where spouses, domestic partners, children, and/or dependents are traveling to visit a current U.S. service member injured in the line of duty within 90 days of the injury and with supporting documentation, they will be provided with the lowest fare for that operated flight. Supporting documentation will consist of the date of the injury, the relationship of the traveler to the injured military member, appropriate identification, and the name and telephone number of the medical facility providing treatment to the injured military member.

To receive the Allegiant Honors benefits, appropriate identification will be required. Appropriate identification for current U.S. service members and veterans includes valid military identification; DOD Common Access Card (CAC); Uniformed Services ID Card; DD Form 2; DD Form 2765; DD Form 214; Veteran ID card; or Driver’s license with a veteran designation.

Appropriate identification for spouses is a valid DD Form 1173 or 1173-1 (Dependent Identification and Privilege Card) where the sponsor listed on the ID is a passenger on the same reservation (itinerary number).

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 24 hours a day, 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 Travel Company
ATTN: Customer Relations Department
PO Box 371730
Las Vegas, NV 89137

Alternatively, customers may fill out our Feedback Form by clicking here.

All correspondence is answered with accuracy and professionalism in a timely manner and in the order it is received.

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 cannot guarantee that passengers will make connections to other Allegiant flights or those of other airlines.