Our Service Plan
Inter Island Airways is committed to providing all of its passengers with the highest level of customer service. Accordingly, the airline will provide the following services which are applicable on all of our flights.
The following topics are covered in this section:
The following topics are covered in this section:
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Notifying Our Customers of the Lowest Fares
When a customer inquires about a fare or makes a reservation by calling our reservation center, visit our website, or speaks to a representative at one of our ticket counters, we will inform them that the lowest fare offered by us on a particular ticket may be available elsewhere if that is the case.
Allowing Our Customers to Keep and/or Cancel Reservations for 24 Hours
When you make a flight reservation with us, we will either hold your reservation at the quoted fare without payment for 24 hours or allow you to cancel your reservation without penalty for 24 hours, so long as you make the reservation at least one week (7 days) prior to the flight’s departure. Please speak to a Customer Service Travel Representative for additional information on these policies.
Disclosing Travel Policies that may Affect Our Customers’ Travel
Information on cancellation penalties will be available during the booking process. Information will be provided by one of our Travel Reservations Agents.
Providing Our Customers with Prompt Ticket Refunds
We will, to the best of our ability, strive to process eligible refunds in the time frames listed below. Please note that refunds cannot be processed until we receive all necessary information from the passenger and that some tickets are not refundable. Customers may apply for a refund for unused tickets by sending in the mail the following information:
a. A copy of the ticket or the ticket number; b. Passenger’s original form of payment which if by credit card must include credit card number, credit card type, and expiration date; c. E-mail or written address to send receipt; d. If payment is by cash or check, please also provide a current mailing address and name to whom payment should be refunded. Upon receipt of the correct information, the airline will process a refund within seven (7) days for credit card purchase and twenty (20) days for cash or checks. In certain circumstances including flight cancellations and oversales, we will refund fees charged to a passenger for optional services that the passenger was unable to use. It may take credit card refunds multiple billing cycles to appear on your credit card statement. Please contact your credit card company to ensure the refund was properly processed. All refund requests must be sent to: Inter Island Airways Refunds Account Department 4929 Airport Road P.O. Box 4929 Pago Pago, American Samoa 96799 In some circumstances, such as lost ticket refunds, adjustment refunds, and refunds for tickets purchased outside of American Samoa, we cannot accommodate refund requests within the time frames listed above. Notifying Our Customers of Itinerary Changes
We will strive to notify you as quickly as possible of any changes in your travel itinerary. If you have a question about an upcoming flight, please call us in American Samoa at 1(684)699-7100
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Notifying Our Customers of Flight Delays, Cancellations, and Diversions
On applicable flights, we will notify ticket-holding passengers and the general public if the flight’s status changes. In the event ticket-holding passengers have not provided contact information to us, we shall notify the booking agent, who shall be the responsible party to inform the ticket holder.
A change in the flight’s status is defined as a cancellation, diversion, or a delay of more than 30 minutes. Effective from January 1, 2012, we will notify passengers and the general public of flight status changes within 30 minutes after we learn of the change. If we become aware of additional changes to a flight’s status, we will notify passengers and the general public within 30 minutes, or as soon as possible, after we learn of the additional change. We will provide flight status information to passengers at the airport office or ticket counter, and also upon inquiry from any person. To the extent that the flight has been delayed, cancelled, or diverted, we will notify customers of the flight’s status change within 30 minutes or as soon as possible after we learn of the change. Properly Accommodating Our Customers’ Needs During Extraordinary Delays
When one of our flights experiences a lengthy delay, our “Contingency Plan for Lengthy Delays” will be activated to ensure that our customers’ needs are properly accommodated during the delay.
Identifying the Services we Offer to Mitigate Inconveniences that Result from Flight Cancellations
When one of our flights is cancelled, we offer various services to mitigate any inconvenience you may experience. If your onward connection is booked on a separate ticket with another airline, this constitutes a separate contract of carriage with that airline. In this case, should your Inter Island Airways flight be delayed, you should contact the connecting airline and re-arrange your onward travel with them.
In the event of a cancellation or significant delay, we will do our best to reroute you on our next flight with available seats. Occasionally, one of our flights is diverted because of, for example, severe weather or a medical emergency, and forced to land at a different location than what was intended. In such cases, we will try to inform you before departure if we believe a diversion is possible and if the decision to divert is made after takeoff, the flight crew will inform you. If your diverted flight is diverted and subsequently cancelled, we will try to reroute you on another flight as soon as possible. Delivering Our Customers’ Baggage on Time
Inter Island Airways will make every effort to ensure that your bags travel on the same flight as you. In the event that your baggage does not arrive with you, your immediate responsibility is to file a missing baggage claim prior to leaving the airport. This will help us locate your baggage and also allow us to explain the baggage recovery process. At the time that you file the missing baggage report you will be provided with a local baggage number which is (684)699-5700. You will receive periodic notifications regarding the status of your baggage.
Inter Island Airways will make every effort to contact you once your baggage is found. In certain cases, Inter Island Airways will make arrangements to deliver your baggage. Listed below are some circumstances that may inhibit our ability to return your bags within 24 hours. • No local name/address/phone numbers are provided; • You are located at a remote location or an “unreachable” address such as a cruise ship or outer island; • You changed your delivery address or contact information but did not notify us; • We have limited flight schedules to your destination; or When your missing baggage is located we will return it to you at your local address or you may pick it up at the airport. If you have expenses because of such delays and are eligible to receive compensation under applicable treaties, we will compensate you for reasonable and necessary expenses as required by such treaties. |
Properly Accommodating Our Customers with Disabilities and Special Needs
On covered flights, we will comply with all requirements of the DOT disability rules contained in Part 382. Interested customers can obtain a copy of Part 382 from the DOT by any of the following means:
• For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1 (800) 778–4838 (voice) or 1 (800) 455–9880 (TTY). • By telephone to the Aviation Consumer Protection Division at 1 (202) 366–2220 (voice) or 1 (202) 366–0511 (TTY). • By mail to: Air Consumer Protection Division, C–75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96–432, Washington, DC 20590 • On the Aviation Consumer Protection Division's Web site: (http://airconsumer.ost.dot.gov) Oversales
If a flight is overbooked and more passengers with confirmed reservations are present at the gate for departure than can safely fit on the aircraft, we will request volunteers to give up their seat. Volunteers will be compensated and booked on an upcoming flight. If enough passengers do not voluntarily give up their seats, we will be forced to deny boarding involuntarily in accordance with our boarding priority rules. In most cases, passengers who are involuntarily denied boarding on covered flights are entitled to compensation under United States law. We will, of course treat passengers who are involuntarily “bumped” with fairness and consistency, allowing for the fact that the laws of the country in which your ticket was purchased and if the overbooking is occurring outside of American Samoa, may be different and may take precedent over US DOT rules. If you have questions or would like additional information on our overbooking policies and the compensation mentioned above, please review our Conditions of Carriage or speak to one of our Representatives.
Ensuring Responsiveness to Our Customers’ Complaints
If a passenger has an unsatisfactory experience on one of our flights or while interacting with one of our employees, they may file a formal complaint to our Customer Relations Department. Every customer complaint will be read and acknowledged in writing within 30 days of our receipt of the complaint. If this initial communication does not fully address the concerns raised, we will send a substantive written response to the customer within 60 days.
You can file a complaint online using our website feedback. Any written communication should contain the following information: • The name of the passenger concerned; • The ticket number; • The date and flight # concerning the complaint; • If not a complaint onboard the aircraft, the date and location of the event; and • The nature of the event. We also have an employee solely responsible for monitoring flight delays, and cancellations determining how these events impact our customers on an individual basis. Important Information regarding this Customer Service Plan - Legal Liability
This Service Plan does not create contractual or legal rights, nor legally bind Inter Island Airways for actions taken in conformance with this plan. Inter Island Airways' contractual rights and obligations are listed in the company’s conditions of carriage and applicable tariffs. These resources provide customers with additional information on the matters discussed herein, and should be carefully reviewed to ensure that customers fully understand their rights and our obligations.
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