We take the Customer Service Plan very seriously. We know that you our valued passengers 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.
Consistent with DOT regulations, Bahamasair’s Plan covers all scheduled and public charter flights operated by the airline.
Bahamasair Assurances to Customers
- For all flights covered by this Plan that depart from or arrive at a U.S. airport, Bahamasair will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers to deplane unless: either the pilot-in-command determines there is a safety-related or security-related reason (e.g., weather, a directive from an appropriate government agency) that the aircraft cannot leave its position on the tarmac to deplane passengers; or air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.
- For all flights covered by this Plan, Bahamasair will provide adequate food and drinking water no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service. But in every case, Bahamasair will endeavour to return to the gate when safety regulations allow and the pilot-in- command notifies operations of same.
- For all flights covered by this Plan, Bahamasair will provide operable lavatory facilities, as well as adequate medical attention if needed, while the aircraft remains on the tarmac.
- For all flights covered by this Plan, Bahamasair will ensure that passengers on the delayed flight receive notification regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known.
- For all flights covered by this Plan, Bahamasair will ensure that passengers on the delayed flight receive immediate notification after departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists.
- Bahamasair has sufficient resources to implement this Plan.
- Bahamasair has coordinated this Plan with airport authorities (including terminal facility operators where applicable) at each U.S. airport that we serve, including regular U.S. diversion airports.
- Bahamasair has coordinated this Plan with U.S. Customs and Border Protection (CBP) at each airport that we regularly use for international flights, including diversion airports and with the Transportation Security Administration (TSA) at each U.S. airport that we serve, including regular U.S. diversion airports.
Note: Consistent with Bahamasair’s contract of carriage, the tarmac delay contingency plan of the operating carrier governs when another carrier operates a flight on which the Bahamasair (UP) code is displayed.
Important: Customers are notified of the following information regarding certain customer service provisions during a lengthy tarmac delayed flight
- Deplaning of customers may occur when it is safe and secure to do so at either a terminal gate or at a designated aircraft parking position on airport grounds via stairs and ground transportation, if needed.
- All customers who want to deplane from a flight that has experienced a lengthy tarmac delay and make alternative travel arrangements consistent with airline ticketing policies may do so when it is determined to be safe and secure, after the aircraft has been moved into position for deplaning, all operational requirements for deplaning have been completed and the pilot-in- command has allowed customer deplaning to begin. Deplaned passengers should be aware that flight could depart anytime and they should remain within the boarding areas to hear flight departure announcements
- In most cases, the flight will continue to its destination after passengers who have chosen to deplane do so.
Effective August 23, 2011