U.S. Customer Service Plan
The Xiamen Airlines Customer Service Plan (the “Plan”) applies to all of our scheduled flights that depart from or arrive at a U.S. airport. We have established this Plan to comply with the U.S. Department of Transportation “Customer Service Plan” regulations (14 CFR Part 259.5).
Lowest fare available
We are committed to offering our passengers the lowest available fares for their specific flights. When our customers contact us to inquire about a fare or make a reservation through our website, at the ticket counter, or by calling our reservation center, we will disclose that the lowest fare offered may be available elsewhere if that is the case.
Delays, cancellations and diversions
In the event of a delay, cancellation or diversion that lasts 30 minutes or more, we will notify our passengers within 30 minutes after becoming aware of the disruption. Flight status information will be provided in the boarding gate area, on our website, and through our telephone reservation system. Flight display systems will also be updated, provided that we have control over such displays or can provide the information to the party who controls the display.
In the event that your baggage does not arrive on your flight to or from the U.S., we will make reasonable efforts to ensure that your baggage is promptly delivered within 24 hours. We will reimburse costs in accordance with the provisions outlined in the Montreal Convention, and will refund any baggage fees charged if the bag is lost.
We will provide a refund for flights to and from the U.S. if you choose to cancel the booking within 24 hours of purchase, provided that the booking is made at least one week prior to travel.
We will do our best to process eligible refunds in the time frames listed below, although refunds cannot be processed until we receive all necessary information from the passenger and some tickets are not refundable. In certain circumstances such as flight cancellations and oversale situations, we will refund fees charged to a passenger for optional services that the passenger was unable to use.
For all eligible tickets purchased within the U.S. by a passenger using a credit card, we will provide refunds within 7 business days of its receipt of all required refund information from the passenger. (It may take credit card refunds multiple billing cycles to appear on your credit card statement. Please contact your credit card company to ensure the refund was properly processed.) Tickets purchased with a check or cash will be refunded within 20 business days of our receipt of all required information from the passenger.
Refunds for electronic tickets can be obtained by contacting our Reservations department or through our website. All other refund requests should be sent to us at:
Xiamen Airlines Co. Ltd. Customer Relations Department
22 Ddailiao Road,Dianqian Street,Huli District
Post Code: 361006
In some situations (e.g. lost ticket refunds, adjustment refunds, and refunds for tickets purchased outside the United States), refund requests cannot be accommodated within the time frames listed above.
Accommodating passengers with disabilities
Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at US airports, in accordance with 14 CFRPart 382 of the U.S. Department of Transportation’s regulations and our general conditions of carriage.
Lengthy delays on the tarmac
In the event of lengthy tarmac delays at US airports, we will act in accordance with our U.S. Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.
In instances where flights are oversold, we will handle all “bumped” passengers with fairness and consistency in accordance with 14 CFR Part 250 of the U.S. Department of Transportation’s regulations and our policies and procedures for determining boarding priority.
Other travel policiess
Our travel policies, including our cancellation policy, frequent flyer rules, and aircraft seating configuration, including lavatory availability, are available on our website and via our telephone reservation center.
Changes in travel itineraries
In the event of a change in itinerary, we will provide prompt notification of any changes made via the telephone number or email address provided at the time of booking. If the booking was made through an agency, it is the responsibility of the agent to pass on any information that may be provided by us.
The Customer Relations Department is available to address any concerns or feedback received. Correspondence will be acknowledged within 30 days and a subsequent response will be sent within 60 days of the date received. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. The Customer Relations Department can be contacted via our website, or by mail [firstname.lastname@example.org].
Assistance in the event of a cancellation or delay
When one of our flights is cancelled and you miss a connection, we offer various services to mitigate any inconvenience you may experience.
In the event of a cancellation or significant delay, we will do our best to reroute you on our next flight with available seats. If one of our flights is forced to divert, we will try to inform you before departure if a diversion is possible and if the decision to divert is made after takeoff, a member of the our flight crew will inform you. If your diverted flight is diverted and then cancelled, we will try to reroute you on another flight as soon as possible.