Handling of Customer Issues

Our goal is to be a service and product leader in the airline industry. When customer service issues arise, we try to resolve them at the first point of contact. As a result, we have devoted resources to the front line and rely on our personnel to solve most problems during daily activity.

Additionally, our Customer Relations department is dedicated to addressing unresolved customer comments and concerns. The Customer Relations department will respond to our customers’ written complaints within 60 days. Every complaint will be personally read and a response will be sent to the customer within in 30 days of receipt.

Customer Relations information, along with information derived from customer focus groups, discussions, and other customer research surveys, is trended and shared throughout Bahamasair Customer Relations and other departments have the responsibility to address and initiate appropriate corrective action and make recommendations to changes in policy based on customer feedback. Customer information is viewed as the most valuable tool available to enhance the products and services we offer.

Customer Relations can be reached immediately by

Writing to:

Bahamasair Customer Relations Department
P.O. Box N 4881
Nassau Bahamas
Telephone 1-242-702-4159
Fax 1-242-377-1812
E-mail: ssaunders@bahamasair.com

Helpful Hints:

  • Be as specific as possible, including dates and flight numbers
  • Provide all supportive documentation, such as copies of your tickets and certificates

We take the customer service goals in this plan very seriously. We know that you expect nothing less. However, the Customer Service Plan does not create contractual or legal rights. Rather, our contractual rights and obligations are set out in our conditions of carriage, applicable tariffs, all of which provide additional details on the matters discussed and must be consulted to fully understand your rights and our obligations. For example, we are not responsible for any special, incidental, or consequential damages for delays, cancellations, lost baggage, late refunds, or instances in which we do not meet our service goals.