CUSTOMER SERVICE

Dreamjet SAS La Compagnie (La Compagnie)’s Customer Service Plan describes La Compagnie’s customer service commitments consistent with US Department of Transportation regulations.

Our Customer Service Plan is intended to provide you with information regarding La Compagnie’s policies, procedures and methods for handling certain aspects of your travel on La Compagnie. The Plan is explicitly separate from and not a part of La Compagnie’s Conditions of Carriage.

This La Compagnie Plan is adopted and will apply to those traveling on all scheduled flights operated by La Compagnie to and from the US.

1. OFFERING THE LOWEST AVAILABLE FARE AT TIME OF TICKETING

Our telephone reservation system, web site, www.lacompagnie.com, and ticket offices will offer you the lowest appropriate fare available for which you are eligible for the date, flight and class of service requested. The fares available may differ from outlet to outlet and we will so advise you, e.g. some promotional fares are only sold via the www.lacompagnie.com web site. If you ask, our representatives will look for lower cost alternative itineraries if your travel schedule is flexible.

2. NOTIFY YOU OF KNOWN DELAYS, CANCELLATION AND DIVERSIONS

Despite our efforts to maintain on-time performance, there may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. We know how important it is for you to learn of any changes from the timetables as soon as possible. When you are at the airport or onboard an affected aircraft, we therefore provide you the best available information regarding known delays, cancellations and diversions.

We will within 30 minutes after we become aware of a change in the status of a flight (such as a delay, cancellation or diversion):

Provide our gate agents, flight crew and other appropriate personnel the information that we know about flight delays, cancellations and diversions.
Provide flight status information in the boarding area for the flight at a U.S. airport and via our telephone reservations system upon inquiry by any person.
Explain the reason for the delay, cancellation or diversion based on the information that we have.
Update at the same time the information displayed at airport gates, other airport displays and airport kiosks to show flight status.

3. ON TIME BAGGAGE DELIVERY

We will make every reasonable effort to deliver all checked baggage to the Baggage Claim area as quickly as possible. If your checked bags should go missing, we will make every reasonable effort to retrieve them and deliver them to you at your point of arrival at no additional charge within 24hr. If you have expenses because of baggage delay and are eligible to receive compensation, we will compensate you for reasonable and necessary out-of-pocket expenses in accordance with applicable international agreements for international flights. We will also offer you immediate assistance sufficient to meet reasonable short-term needs. If your bag is lost, we will refund any fee charged for transporting that bag.

4. ALLOW RESERVATIONS TO BE HELD OR CANCELLED FOR A CERTAIN PERIOD AFTER PURCHASE

For all fares categories when making a reservation through La Compagnie telephone reservation system, web site, www.lacompagnie.com, and La Compagnie ticket offices, you can request your refund within 24 hours of purchase by writing to the following email address: customercare@lacompagnie.com including all relevant information, provided your reservation was made one week or more prior to the flight’s scheduled departure.

5. PROVIDE PROMPT TICKET REFUNDS

When refunds are applicable including refunds for fees charged for optional services that passengers were unable to use due to an oversale situation or flight cancellation, we will process requests in a timely manner and refund the purchase price, less any applicable service fees, to the original form of payment.
When you purchase a ticket directly from us, and are entitled to a refund, you can request your refund by writing the following email address: customercare@lacompagnie.com and include all relevant information. When you are entitled to a refund, we will issue the refund:
within 7 business days for credit card purchases, and
within 20 business days when you have paid by cash or check
We will expect you to produce complete documentation for all purchases, including excess baggage fees, whichever form of payment is involved. Any taxes, fees and charges collected with and shown on a ticket are also refundable.

Please make sure you have cancelled your reservation before requesting a refund and remember when contacting us to provide the name, the address, the credit card number used for purchase, ticket number(s), the date of travel, departure and destination cities.

6. PROPERLY ACCOMMODATE PASSENGERS WITH DISABILITIES AND OTHER SPECIAL NEEDS

We assist customers with special needs with full respect for their dignity and comfort, and in full compliance with all government rules and regulations applicable to our aircraft and services for transporting passengers with disabilities. We publish information on the services we offer to provide assistance to passengers with special needs and reduced mobility, including during lengthy tarmac delay events, and unaccompanied minors in a manner compatible with applicable safety regulations. There are certain service requests which are required to be made in advance. This helps us plan ahead for your safe and comfortable travel. Please check our web site for details. If your travel includes another carrier, please check directly with that carrier for any of your travel needs as different policies and procedures may apply.

Children under the age of 17 are not permitted to travel alone and must be accompanied on all flights by an adult.

7. MEET PASSENGER’S ESSENTIAL NEEDS DURING LENGTHY TARMAC DELAYS

Lengthy tarmac delays may sometimes occur after you have boarded the aircraft and have no access to the terminal due to weather, air traffic control, safety considerations, operations and other factors. Should a lengthy tarmac delay occur, we make every reasonable effort to meet your needs for snack food, water, lavatories and access to medical treatment as consistent with safety and security concerns. We naturally try to avoid keeping you onboard in long delays.

For more information see La Compagnie Contingency Plan for Lengthy Tarmac Delays (click here)

8. TREAT PASSENGERS FAIRLY AND CONSISTENTLY IN THE CASE OF OVERSALES

Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time. This is called an oversale, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); when we have to substitute a smaller aircraft in place of a larger aircraft that was originally scheduled; or if more customers have checked in and are prepared to board than we have available seats.

If your flight is in an oversale situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats in exchange for compensation and travel on a later, specified flight. If there are not enough volunteers, we will deny boarding to passengers in accordance with our company policy on boarding priority. You will generally be entitled to compensation and transportation on an alternate flight.

Denied Boarding Compensation (DBC): For Passengers traveling from the US to a foreign point who are denied boarding involuntarily from a flight originating at a U.S airport are entitled to:

No compensation if the carrier offers alternate transportation that is planned to arrive at the passengers destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight, and
200% of the one-way fare to the passenger’s destination or first stopover, with a maximum of, $650, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight, and 400% of the one-way fare to the passenger’s destination or first stopover, with a maximum of, $1,300, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than four hours after the planned arrival time of the passenger’s original flight.

9. DISCLOSE TRAVEL ITINERARY CANCELLATION POLICIES, FREQUENT FLYER RULES AND AIRCRAFT CONFIGURATION

We will provide our passengers with the following information relevant to their journey on our web-site, when you ask through our telephone reservation staff and from our representative at the airport:

Aircraft configuration, lavatory availability and seating configuration
The important terms or conditions that apply to your ticket and travel including cancellation policies
Information about La Compagnie’s frequent flyer program (when instituted).

10. NOTIFYING CUSTOMERS IN A TIMELY MANNER OF CHANGES IN THEIR TRAVEL ITINERARIES

We will make every attempt to contact customers when their flight cancels prior to day of departure. We will also notify customers in a timely manner of other changes in their travel itineraries. The Reservations Assistance Department rebooks customers and handles callbacks for customers prior to the day of departure.

In the event of a flight cancellation on the day of departure at the airport, La Compagnie will do everything possible to re-accommodate customers on the next La Compagnie flight, provided space is available.

11. ENSURE RESPONSIVENESS TO CUSTOMER COMPLAINTS

We know there can be times when a passenger is dissatisfied with some aspect of our service or products. If you have a complaint regarding our services or product we want to hear from you. Information about where to direct your written complaint is on our website, on your e-ticket confirmation, and is available upon request at the airports we serve and at all accredited travel agents. Complaints can be filed online at customercare@lacompagnie.com, or you may write us at La Compagnie Customer Care, 25 West 39th Street, 14th fl. New York, NY 10018.

Should you write to inform us of your dissatisfaction with our service, under normal circumstances we will respond to and deal with the matter within 7 days from the date of receipt of the complaint, and will acknowledge your written complaint in writing within 30 days of receipt, and give you a substantive written response within 60 days of receiving your written complaint.

You may also contact DOT at :
Aviation Consumer Protection Division, C-7
U.S. Department of Transportation
1200 New Jersey Ave., S.E.
Washington, D.C. 20590
http://www.dot.gov/airconsumer/file-consumer-complaint
Tel: 202-366-2220

12. PROVIDE SERVICES TO MITIGATE INCONVENIENCES RESULTING CANCELLATIONS AND MISCONNECTIONS

In order to reduce any inconvenience you experience during cancellations and misconnections we will:

Do our best to contact you in advance regarding a flight cancellations using the contact information in your reservation;
Work to confirm you on the next flight we operate that has seats available when rebooking is necessary; and
Make available information about your rebooking through our website; at an airport kiosk, when available; and through our airport and reservation agents.
We provide you with the appropriate assistance, such as refreshments, meals and accommodations, when facing delays beyond two hours, provided local conditions permit.

Such assistance may not apply in situations that are beyond our control such as but not limited to severe weather conditions, air traffic control restrictions, political unrest or long strikes in essential services. Also, it may not be provided if this would further delay flight departure.