Customer Service Plan
The Bamboo Airways U.S. 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). A copy of the Plan can be found on our website https://www.bambooairways.com/us-en/.
RESERVATION AND TICKETING
For bookings made through Bamboo Airways’ website, ticket counters or when a customer calls the reservation center to inquire about a fare or to make a reservation, we will tell customers that the lowest fare we offer may be available through one of our other sales channels, if that is the case.
Bamboo Airways will allow reservations to be held at the quoted fare without payment, or cancelled without penalty, within 24 hours after the reservation is made if the reservation is made one week or more prior to a flight’s departure.
Changes in travel itineraries
Bamboo will notify consumers in a timely manner of change in their 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, we will notify the agency through which the tickets were purchased.
If you used a credit card to make your purchase, we will submit the request for a refund to the credit card issuer within seven business days of processing your completed request for refund. The credit card issuer will refund under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund. Cash payments will be reimbursed within 20 business days after receiving full documentation of a refund request. Fees charged for optional services that were unavailable or not provided due to an oversales situation or flight cancellation will be refunded to the passenger.
AT THE AIRPORT
Delays, cancellations and diversions
In accordance with U.S. Department of Transportation requirements, for Bamboo Airways’ scheduled flights to, from the U.S., with respect to each flight scheduled to depart within 7 days, Bamboo Airways will update the information about a change in the status of a flight no later than 30 minutes after it becomes aware of a flight status change (e.g, a cancellation, a delay of 30 minutes or more, or a diversion). The flight change information will be provided to consumers through our website, telephone reservation system, and our boarding gates at US airports (on the day of the flight).
Assistance in the event of a cancellation or delay
In the event that Bamboo Airways cancels, diverts or delays a flight, Bamboo Airways will, to the best of our ability, provide services to passengers to mitigate inconvenience which may include meals, accommodation, assistance in rebooking and transportation to the accommodation. Bamboo Airways will not be liable to carry out these mitigating efforts in cases where the flight cancellations, delays and misconnections arise due to factors beyond the airline’s control, for example, acts of God, acts of war, terrorism etc., but will do so on a best effort basis.
Bamboo Airways shall deliver baggage on time, make every reasonable attempt to return mishandled baggage within 24 hours, compensate passengers for reasonable expenses associated with delayed delivery as required by applicable international agreements, and refund any baggage fee charged if the bag is lost.
Accommodating passengers with disabilities
Bamboo Airways shall properly accommodate customers with disabilities as required by 14 CFR Part 382 of the U.S. Department of Transportation’s regulations and our general conditions of carriage and other special needs customers, including during lengthy tarmac delays.
Lengthy delays on the tarmac
Bamboo Airways shall meet the essential needs of customers during lengthy tarmac delays, as required by 14 CFR Part 259 of the US Department of Transportation’s regulations and as provided in Bamboo Airways’ Tarmac Delay Contingency Plan.
Bamboo Airways will inform you, upon your request, if the flight on which you are ticketed is overbooked. We also will provide information at all US airports about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight, and will handle passengers denied boarding 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.
Bamboo Airways shall ensure responsiveness to consumer complaints. If you direct your written complaint to us, we shall acknowledge a complaint within 30 days and provide a substantive response within 60 days of receiving it. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. Comments, requests or complaints to Bamboo Airways can be made on a Comment form available on board or on on-line at Bamboo Airways’ website https://www.bambooairways.com/us-en/, or by mail [email protected].
Other travel policies
Bamboo Airways’ cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability are available on our website https://www.bambooairways.com/us-en/ and, upon request, from our telephone reservation system.
This Plan does not form any part of the Contract of Carriage, nor does it create any contractual or legal rights.