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First Choice Airways - Customer Service Commitment

First Choice Airways will:

  1. Offer the Lowest Fare Available through each of its Direct Outlets
    1. Although most of our customers fly with us as part of an inclusive holiday purchased via a tour operator, an increasing number of our customers purchase a flight-only directly from us. In such instances, First Choice Airways will offer you the lowest appropriate fare available for which you are eligible through our telephone reservation system, our website and through our own ticket offices for the date, flight and class of service you request. Please be aware that different fares and special offers may from time to time be available through these different outlets.
    2. First Choice Airways will advise you of the terms and conditions that apply to the fare you choose and any applicable taxes, fees and charges.
  2. Honour the Agreed Fare After Payment
    • If you have purchased a First Choice Airways ticket directly from First Choice Airways or its appointed IATA agent, no fare increase will apply for the date, flight and class of service booked. However, any change in taxes, fees and charges will be subject to additional payment or refund.
  3. Notify Customers of Known Delays, Cancellations and Diversions
    • Although most First Choice Airways flights depart on time, there may be occasions where unexpected delays and diversions do occur. Where these take place on the day of departure, First Choice Airways will do its best either at the airport or on-board the aircraft to offer you the best available information as to the likely length of a delay and any relevant advice in respect of diversions.
  4. Assist Customers Facing Delays
    • In the event that your flight is delayed, First Choice Airways will provide you with assistance appropriate to the anticipated length of the delay and the time of day. For delays in excess of three hours, First Choice Airways will offer you refreshments, meals and/or accommodation where local conditions and operational factors allow. However, such assistance may not be provided where to do so would further delay departure or in the event of exceptional circumstances such as political unrest, long strikes in essential services or in other exceptional circumstances beyond our control.
    • A full copy of our delay management policy is published on our website and is available on request to the First Choice Airways Customer Communications Unit, 5th Floor, Commonwealth House, Chicago Avenue, Manchester Airport, Manchester, M90 3DP.
  5. Deliver Baggage as Quickly as Possible
    • First Choice Airways will make every reasonable effort to deliver your checked baggage as quickly as possible. In the event of non-delivery of your checked bags, First Choice Airways will endeavour to deliver your bags to you as quickly as possible, free of charge. In the event of being away from home, we will reimburse up to £30 for essential items purchased, after the first 24 hour period and £30 per day thereafter up to a maximum of £90. This reimbursement is payable upon production of receipts, which should be sent to our insurers at the following address;
    • First Choice Airways Baggage Claims Department
    • 5 The Enterprise Centre
    • Kelvin Lane
    • Crawley
    • West Sussex
    • RH10 9PT
  6. Allow Telephone Reservations to be Held or Cancelled without Commitment or Penalty within 24 Hours
    • Where you purchase a scheduled flight (i.e. one with the flight code "DP") directly from First Choice Airways, subject to applicable ticketing deadlines, we will allow you at our discretion either:
      1. to hold a telephone reservation/booking option made directly with First Choice Airways without payment for a maximum of 24 hours; or
      2. where First Choice Airways requires immediate payment at the time of booking, to cancel a reservation without penalty for up to 24 hours.
      3. You will be advised which reservations method applies at the time of booking, but neither provision will apply to bookings made within 3 clear days of the date of departure e.g. not applicable on Tuesday, Wednesday or Thursday (or Friday) for a departure on Friday. Please note that this provision will also not apply where you are purchasing your flight as part of a package holiday or as a flight-only through a tour operator or other third party agent.
  7. Provide Prompt Refunds
    1. Where you claim and are entitled to a refund on a ticket purchased direct from First Choice Airways, First Choice Airways will issue refunds within 7 business days for credit card purchases and within 20 business days for cash or cheque purchases.
    2. Any taxes, fees and charges collected with the fare and shown on the ticket will be refundable where the ticket is not used. This will include non-refundable tickets and the refund will be issued within the same time limits as above.
  8. Provide Assistance to Customers with Reduced Mobility and/or Special Needs
    • First Choice Airways welcomes those of our customers that may require extra assistance before, during or after flying with us. These services are outlined on our website and on request from the address at paragraph 14 below. However, we recognise that individual needs differ and encourage personal contact with our Customer Support team on 0871 664 0144 in order that we might provide assistance in an appropriate manner compatible with applicable safety regulations. In addition, First Choice Airways commits itself to the following:
    • Meeting the needs of people with reduced mobility (PRMs)
    • Definition
      A PRM is understood to mean any person whose mobility is reduced due to any physical disability (sensory or locomotory), an intellectual impairment, advancing age, or any other cause of disability when using transport and whose situation needs special attention and the adaptation to the person's needs of the services made available to all passengers.
    • Basic assumptions
      1. PRMs have the same rights as other citizens to freedom of movement and freedom of choice. This applies to air travel as to all other areas in life.
      2. Airlines, airports and related service providers have a responsibility to meet the needs of PRMs. PRMs also have a responsibility to identify their needs to the proper channels at the proper time.
      3. Information must be made available to enable PRMs to plan and make their journey.
      4. The cost of providing for the needs of PRMs must not be passed directly to PRMs.
      5. Disability should not be equated with illness and therefore PRMs must not be required to make medical declarations about their disability as a condition of travel.
      6. Organisations representing PRMs will be consulted on issues relevant to PRMs.
      7. Staff will be given appropriate training in understanding and meeting the needs of PRMs.
      8. Control and security checks should be undertaken in a manner that respects the dignity of PRMs.
      9. PRMs must be enabled to remain independent to the greatest possible extent.
    • First Choice Airways Practices
      • First Choice Airways will not refuse a PRM except where he/she cannot safely be carried or cannot physically be accommodated. When the carriage of a PRM is refused, we will explain clearly and explicitly the reasons for refusal. When a PRM declares at the time of booking that he/she is self-reliant (self-sufficient and capable of taking care of all of his/her physical needs independently in flight), First Choice Airways will accept that declaration. However, First Choice Airways would then be under no obligation to provide carriage or on-board assistance where in our reasonable judgement that might contravene health, safety or hygiene requirements even where such a declaration has been made. First Choice Airways will pursue technical and operational options for improving access and facilities on aircraft of all sizes, particularly when major refurbishment is undertaken. Where a direct route is not possible for a PRM, First Choice Airways will endeavour to suggest an acceptable alternative. Regardless of the size of airport and aircraft, First Choice Airways will ensure that arrangements for embarkation and disembarkation respect the dignity of PRMs. Where space permits, First Choice Airways will provide on-board equipment/facilities to aid the self-reliance of PRMs within limits of health, safety and hygiene. PRMs will have equal choice of seat allocation, subject to safety requirements. First Choice Airways will explain clearly and explicitly the reasons for not allocating a specific seat when the request is not met for safety reasons. PRMs will not be charged for the carriage of basic mobility equipment or other essential disability assistive devices. First Choice Airways will take all reasonable steps to avoid loss or damage to mobility equipment or other disability assistive devices. Where loss or damage occurs, First Choice Airways will make appropriate arrangements to meet the individual's immediate mobility needs. We strongly advise that passengers ensure that the items are adequately insured.
  9. Meet Customers' Essential Needs during Long On-Aircraft delays
    • First Choice Airways will make every reasonable effort to provide you with food, water, toilet facilities and access to medical treatment in the unlikely circumstances that you should be held onboard one of our an aircraft delayed on the ground for an extended period of time without access to the terminal. These facilities will be consistent with passenger and employee safety and security procedures. Every effort will be made not to detain you onboard the aircraft during long delays.
  10. Take Measures to Speed up Check-in
    • First Choice Airways will set reasonable check-in deadlines and, in conjunction with the airport authority and the appointed Handling Agent, will take appropriate steps to avoid congestion in the departure areas. All possible measures will be taken to speed up the check-in process to assist you in meeting your check-in deadlines, utilising the most appropriate method. It is your responsibility to ensure you allow adequate time to meet your check-in deadline and we regret we will not be responsible for your onward travel should you fail to comply with this requirement.
  11. Minimise the Number of Customers Involuntarily Denied Boarding
    • Unlike many airlines, First Choice Airways does not deliberately overbook its flights to cover "no shows". However, if exceptionally an overbooking is discovered on a First Choice Airways scheduled flight, First Choice Airways will first seek volunteers who are prepared to stand down from the flight in order to avoid any need to deny boarding. Implementation of this commitment will be subject to any security and/or operational constraints at the airport concerned.
  12. Provide Information to Customers Regarding Commercial and Operational Conditions
    • First Choice Airways or your tour operator will provide you with the following information relevant to your journey:
      1. At the time of booking (if available):
        1. the planned scheduled time of departure and arrival of your flights
        2. the airport/terminal of departure and arrival
        3. the number of en-route stops
        4. any change of aircraft, terminal or airport
        5. any conditions attached to the fare to be paid
        6. the name of operating carrier and flight number
        7. if it is a smoking flight
      2. With the confirmation invoice or with the ticket:
        1. confirmation of your flight times
        2. your free baggage allowance and liability limits
        3. your cabin baggage allowance
        If after purchase of a First Choice Airways scheduled service ticket, First Choice Airways makes a significant change to your scheduled flight time which is not acceptable to you, and we are unable to book you on an alternate flight which is acceptable to you, you will be entitled to claim a refund.
      3. On request: (for First Choice Airways' own services and where available for services operated by other carriers)
        1. the aircraft type scheduled to be operated on the route and seat pitch
        2. the services normally offered onboard applicable to the product purchased
        3. facilities for passengers with special needs and any charge made for using them (except for passengers with reduced mobility as provided for under Article 8)
        4. whether specific seats can be allocated or pre-booked
        5. charges for excess baggage
        6. Conditions of Carriage
        7. details of frequent flyer programme, if any
        8. assistance programs for baggage lost, damaged or delayed
        9. details of the Airline Passenger Service Commitment and First Choice Airways' own Customer Service Commitment.
        In the unlikely event that we have to substitute an aircraft on the day of your flight to one from a carrier which has not previously been disclosed and which is not acceptable to you, you will be given the right at our discretion either to a refund or to be carried on the next First Choice Airways flight on which space is available in the same class.
  13. Provide Information on Operating Carrier
    • Where First Choice Airways operates any flights under a code share, franchise or long term planned lease agreement, we will:
      1. inform you of the name of the airline actually operating your flight. You will be informed: upon reservation, whenever such reservation is made through a distribution channel under the direct control of First Choice Airways, i.e. First Choice Airways' own offices, First Choice Airways' telephone reservation centre and First Choice Airways' own website; and at the airport upon check-in. In the case of reservations made through a channel which is not under the direct control of First Choice Airways, i.e. travel agencies and websites other than First Choice Airways' own website, First Choice Airways will remind travel agents and website operators to systematically inform customers at the time of reservation.
      2. make it clear through appropriate wording that your contract is with the marketing airline, i.e. the airline whose designator code appears on the flight coupon or routing slip next to the flight number.
      3. inform you where you are travelling on code shared services that the level of service may be different and the Airline Passenger Service Commitment may not apply.
  14. Be Responsive to Customers' Complaints
    • First Choice Airways will provide you with a substantive response to written complaints, in the form of e-mails, faxes or by letter within 28 days from the date of receipt. An interim response will be sent to you where your complaint requires more detailed investigation. First Choice Airways will publish its commitment to complaint resolution and make this available at all contact points with you. All complaints should be made to The Customer Services Manager, First Choice Customer Services, Diamond House, Peel Cross Road, Salford, Manchester, M5 2AN.