Care on the ground
Refreshments, hotels and reprotection on alternative flights when AOG, swaps, delays, weather or force majeure occur.
Special needs / Assistance
When flights are disrupted, our team stays with affected passengers — from refreshments to reprotection.
Whenever there are disruptions of flights and schedule changes such as aircraft on ground, aircraft swaps, operational delays, weather, force majeure or any other factor, our team will be available to support affected passengers.
We listen
Verbal and non-verbal complaints are acknowledged. Sensitive cases are discussed with senior management.
Service recovery
Effective recovery starts immediately so passengers are looked after and the company’s image is protected.
Delayed bags
First needs are provided to passengers whose bags have been delayed.