Customer service plan

This contingency plan is subject to change without notice, and is not part of conditions of transport.

The U.S. Department of Transportation’s regulations establish specific time limits and other requirements for tarmac delays at U.S. airports for international flights. La Compagnie’s plan meets those requirements through a detailed plan to comply with these times when unforeseen constraints cause delays.

For all flights covered by this plan that depart from or arrive at a U.S. airport, La Compagnie will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers to deplane.

Exceptions to these time limits are as follow:

• The pilot-in command determines that there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers, or

• Air Traffic Control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere to deplane passengers would significantly disrupt airport operations.

Plan requirement: La Compagnie’s plan assures that the airline has sufficient resources and will meet DOT requirement in case of long tarmac delays and diversions. The plan meets specific guidance in providing the following:

• Adequate food and potable water no later than 2 hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) when the aircraft remains on the tarmac unless the pilot-in-command determines that safety or security reasons preclude such services.

• Operable lavatories.

• Medical attention, if needed.

Throughout the flight delay, communication between Operations Center, the Local Airport Station Management and the flight crew will be continual to permit announcements on board at least every 30 minutes regarding the status of the delay, including the reasons for the tarmac delay, if known. Passengers on delayed flights will be notified beginning 30 minutes after scheduled departure time, including any revised departure time that passengers were notified about during boarding, and every 30 minutes thereafter that they have an opportunity to deplane from the aircraft that is at the gate or at another disembarkation area with the door open, if the opportunity to deplane actually exists. La Compagnie will monitor customer’s environment and will make decisions for the well-being of all customers aboard the affected flight. La Compagnie has sufficient resources to implement this plan, when necessary.