Accurate and consistent information must be given a minimum of hourly in resort, on coach transfers, at the airport or onboard the aircraft.
Passengers must be told of the duration and reason for delay, the time and where the next update will be given and the arrangements that have been made for them.
First Choice / First Choice Airways representatives and flight crew must be well informed and available to assist at all times.
Cabin crew must assist in the terminal where operational circumstances allow and flight crew should personally keep passengers updated on a regular basis.
Apology letters/information updates must be given to passengers at their accommodation, on coach transfers, at check-in, in the departure / arrival lounges and in-flight where appropriate.
Inbound delayed flights must be met by a First Choice Airways or Group representative on arrival, where possible, to assist with any passenger service issues.
Airport Handling Agents, First Choice Duty Office, First Choice Airways local representatives and ground personnel must be kept fully informed of all aspects of the delay and actions to be taken by the First Choice Airways Customer Liaison Officer on duty.
A range of welfare options tailored to meet the needs of individual passengers must be arranged locally in conjunction with the First Choice Airways Customer Liaison Officer on duty. Arrangements for children, babies, unaccompanied minors, passengers with special needs, flight only, scheduled service and Classic Premium passengers must be considered and arranged where possible.
If an overnight delay is anticipated, airport or resort representatives must make every effort to source accommodation off-airport for the passengers. A representative should, where possible, accompany passengers at all times.
If passengers are not taken off-airport during an overnight or lengthy delay, the airport should, where possible, designate a temporary sleeping area in the terminal.
Where passengers remain in the airport during an overnight delay, consideration should be given to the provision of blankets, on request.
Every effort should be made to ensure that supplies of essentials, such as nappies and baby food are available on request for families with children who may not have considered carrying extra in case of a delay.
First aid and special needs facilities for passengers should be available throughout the duration of the delay. Passengers must be advised of the location of Customer service desks, first aid and special needs areas at the airport and how they can obtain assistance.
Plans should be drawn up for returning checked baggage to passengers in the event of passengers being taken off-airport.
Please note that all the assistance and welfare described above is dependent on local and operational factors and may not be provided where to do so would further delay departure. Similarly, it may not be possible to deliver assistance under certain exceptional circumstances such as political unrest, prolonged strikes or failures in essential services or in other exceptional circumstances beyond our control.