Customer Service Plan
Effective on and after February 9, 2018
General information, fares, purchases, delays and cancellations
For purposes of this Customer Service Plan, "Allegiant" or "Carrier" means Allegiant Air, LLC, and "Passenger" or "Customer" means any person, except members of the crew, carried or to be carried in an aircraft with the consent of Carrier. This Customer Service Plan applies to regularly-scheduled Allegiant flights, but does not apply to flights chartered from Allegiant by other parties.
Allegiant offers the lowest fare available at the time and place of booking, whether customers make reservations online at www.mercihelix.com, by calling the Allegiant Reservations Center at (702) 505-8888, or at the airport during ticketing hours. From time to time, certain sales promotions may be available only online at www.mercihelix.com. Please note that fares purchased online or by calling the Allegiant Reservations Center are subject to fees not applicable to purchases made at the airport. Optional Services & Fees
In the case of a flight cancellation, a delay of 30 minutes or more in the planned operation of a flight, or diversion of a flight to an airport other than originally planned, Allegiant will provide notification to affected passengers and to the public within 30 minutes after Allegiant becomes aware of the change.* In all cases, notification will be given in the boarding gate area if affected passengers are present in that area, on mercihelix.com, and via Allegiant's Reservations Center upon telephone inquiry by any person. Notification may also be given by any of the following methods, whichever is most practical in the circumstances: telephone call, email, written correspondence, airport announcement, on-board announcement or written advisory distributed at airport.
*Note: If a fight is canceled a week or more before the scheduled date of departure, notification will be provided within 48 hours after the cancellation occurs.
Allegiant makes every reasonable effort to off-load and deliver baggage to the baggage claim area timely and efficiently. In the event a passenger's checked bags do not arrive on the same flight as the passenger, every reasonable effort will be made to return the baggage to the passenger within 24 hours. Allegiant will compensate the passenger for reasonable expenses that result from delay in delivery of baggage as required by U.S. Department of Transportation (DOT) regulations in the case of domestic flights, and as required by international agreements in the case of international flights. Allegiant will reimburse passengers for any fee charged to transport a bag if that bag is lost.
365体育官方网站Allegiant requires full payment at the time a reservation is booked. Allegiant does not allow reservations to be held without full payment being made at time of booking. Allegiant may be partnering with third party companies that offer financing in the form of installment payments. In this case, Customers are entering a private agreement with said companies and must abide by their terms and conditions.
All purchases of travel, hotel, auto, baggage and seat fees, related booking fees, carrier charges, Trip Flex if applicable, and taxes are nonrefundable (subject to very limited exceptions), and change or cancellation fees may apply. Please refer to the Passenger Cancellations365体育官方网站 section below for additional information.
Providing prompt ticket refunds
If a refund is due (including a refund of fees charged for optional services that the passenger is unable to use due to an oversell situation or flight cancellation), Allegiant will make the refund via the original form of payment. Refunds for fares purchased with a debit or credit card will be processed for crediting-back to the same card account no later than seven (7) business days from the date the full documentation of the refund request is received by Carrier. Refunds for fares purchased with cash or by check will be issued by check no later than twenty (20) days after the full documentation of the refund request is received by Carrier; provided, with regard to fares purchased by check, that in cases where Carrier has reasonable cause to suspect fraud, Carrier may delay making an otherwise eligible refund until such time as the check by which the fare was purchased has cleared the financial institution on which it was drawn and Carrier has received payment. Refunds for fares purchased with instalment payments offered through a third party company, must be requested to Allegiant for the cancelation of the itinerary but the third party company will manage the settlement of the credit line and the final refund to the Customer. Carrier shall make refunds in the currency with which the fare was purchased or in U.S. Dollars. All refund requests should be sent to:
Allegiant Travel Company
ATTN: Customer Relations Department
PO Box 371477
365体育官方网站Las Vegas, NV 89137
Alternatively, customers may fill out our Feedback Form by clicking here.
Properly accommodating passenger with disabilities and other special needs, including during tarmac delays
Allegiant consulted with organizations representing persons with disabilities in the United States when developing training programs, policies and procedures for undertaking the requirements of 14 CFR Part 382, the DOT regulations implementing the Air Carrier Access Act (ACAA). We strive especially to ensure that customers with disabilities who identify themselves as needing special or additional assistance receive services in compliance with Part 382 and ACAA. This commitment includes services and assistance provided during lengthy tarmac delays.
Meeting customers' essential needs during lengthy tarmac delays (Contingency Plan)
Should an unusual event result in a lengthy onboard delay, we want to ensure the safety and well-being of our customers and crew. If the aircraft is delayed on the tarmac, without access to a terminal gate, for more than three hours (four hours in the case of an international flight), we will implement our Contingency Plan for Lengthy Tarmac Delays will have been implemented to ensure we meet our customers' essential needs365体育官方网站. A tarmac delay is defined as the time after leaving the gate or upon landing without access to the terminal. Our Manager of Customer Operations will work with the affected airport and in-flight teams to implement the plan which may include the participation of local airport authorities and other carriers.
We make every reasonable effort to avoid lengthy delays on the tarmac and elsewhere. However, if circumstances cause a tarmac delay longer than two (2) hours, we will meet our customers' essential needs by offering complimentary non-alcoholic beverages and snack service; restroom facilities and basic medical assistance will be available throughout any tarmac delay. These services will be offered as long as the captain of the flight determines there is no safety- or security-related reason that precludes the services.
365体育官方网站For tarmac delays covered by our contingency plan that last longer than three hours (four hours in the case of an international flight), our Manager of Customer Operations, the local airport and the captain of the flight along with the FAA, air traffic control and airport operations personnel will determine necessary airport terminal access, secure aircraft parking, ground service equipment, personnel, supplies, services and communications ensuring the safety of all involved and the ability of passengers then desiring to deplane to do so.
Every Allegiant captain in conjunction with Allegiant's Dispatch Department will work to evaluate a given situation and use their collective best judgment to respond to any emergency or other extraordinary circumstance which may arise. This may involve seeking the assistance of qualified medical personnel onboard the aircraft, expediting the aircraft's safe return to a terminal gate, use of the onboard medical kit, consulting with Medlink (a medical advisory group), and/or requesting additional medical assistance and support.
Handling "bumped" passengers with fairness and consistency in case of an overbooked flight
365体育官方网站In the event of an overbooking situation, or our inability to accommodate a confirmed passenger due to an unusable seat (for example, the seat is broken and cannot safely be occupied), we will actively solicit volunteers to accept denied boarding and will involuntarily deny boarding only as a last resort. See Section 105 of Allegiant's Contract of Carriage for information on denied boarding compensation.
If unsuccessful in soliciting enough volunteers and we need to involuntarily deny boarding to one or more passengers, consistent with our Contract of Carriage and Part 250 of the DOT regulations, we will advise passengers of their options, including the amount of compensation payable. If there are still not enough volunteers, other passengers may be denied boarding involuntarily in accordance with Allegiant Air's boarding priority. Under DOT Part 250, a passenger who is denied boarding involuntarily and who is eligible for involuntary denied boarding compensation must be told that he or she is eligible for a compensation payment to be issued on the day and place the denied boarding occurs or, if Allegiant arranges alternate transportation that departs before the payment can be prepared and tendered, within 24 hours. If the carrier chooses to also offer the option of a travel voucher, it must be made clear to the passenger that the choice between the payment and the travel voucher is up to the passenger, not the carrier.
365体育官方网站Allegiant shall furnish passengers who are denied boarding involuntarily from flights on which they hold confirmed reserved space immediately after the denied boarding occurs, a written statement explaining the terms, conditions, and limitations of denied boarding compensation, and describing the carrier's boarding priority rules and criteria. Allegiant shall also furnish the statement to any person upon request at all airport ticket selling positions and at all boarding locations being used by the carrier.
Disclosing travel itinerary, cancellation policies and aircraft configuration
Travel Itinerary: Allegiant is a ticketless (e-ticket only) airline. When a passenger makes a reservation, whether online or over the phone, that passenger will be issued an itinerary number. That itinerary number must be taken to the check-in counter at the airport on the day of departure, or, alternatively, used to generate a boarding pass online at www.allegiant.com365体育官方网站 or via the Allegiant mobile check-in app. To provide the lowest fares possible, Allegiant requires full payment at the time of reservation booking. Allegiant recommends but does not require advance purchase; however, all travel booked within two hours of scheduled departure must be booked and paid for at the airport.
Customers may print their own confirmations by accessing their itineraries online through the “Manage Travel” section of www.mercihelix.com365体育官方网站. A confirmation will be sent via email if transportation is purchased by telephone through the Allegiant Reservations Center.
Passenger Cancellations: All purchases of travel, hotel, auto, baggage and seat fees, related booking fees, carrier charges, Trip Flex if applicable, and taxes are nonrefundable (except as stated below), and change or cancellation fees may apply. Passengers whose travel plans may change should consider purchasing Allegiant's Trip Flex travel protection program. Trip Flex is available for a reasonable additional charge and allows customers to make changes and cancellations to their air itinerary without incurring all of the fees that otherwise would apply (Optional Services & Fees) if the change or cancellation is made at least one hour before the scheduled time of departure (at least 72 hours in the case of vacation package reservations). Full information about Trip Flex is available here.
Customers can cancel reservations online through the Manage Travel section of www.mercihelix.com, and can cancel or make changes to reservations by contacting Allegiant's Reservations Center at (702) 505-8888365体育官方网站. All customers are able to cancel their entire air transportation itineraries without penalty, either online through Manage Travel or by contacting Allegiant's Reservation Center, provided (1) the cancellation is accomplished within 24 hours after booking, (2) the scheduled time of departure was at least one week (168 hours) away at time of booking, and (3) the air transportation was not purchased as part of a package consisting of air and ground elements. Customers without Trip Flex must cancel at least 7 days (168 hours) prior to scheduled flight departure to avoid forfeiting all purchase fees. See Section 15.B of Allegiant's Contract of Carriage for validity of Ticketless Travel Confirmations.
Aircraft Configuration: Allegiant currently operates a fleet of Airbus 319 and 320 jet aircraft. All aircraft have two flight deck crewmembers and three to five in-cabin crewmembers. A319 aircraft have 156 coach-class seats and A320 aircraft have up to 186 coach-class seats. Each aircraft is equipped with multiple lavatories for passenger use.
365体育官方网站Allegiant does not hold any code-share partnerships with other carriers nor does it offer a frequent flyer program.
Ensuring responsiveness to customer complaints
Allegiant has established and implemented a complaint resolution mechanism, available at no cost to the customer, including one or more Customer Resolution Officers (CRO) available in person or by telephone at each airport that we serve during our regular hours of operation at that airport. In addition, a CRO is available in the Reservations Department via phone ((702) 505-8888365体育官方网站) or Text Telephone Device (TTD) or Telecommunications Device for the Deaf (TDD) (702-430-3283) during the Allegiant Reservation Center hours of operation, which are 24 hours a day, seven days a week.
Allegiant's Customer Relations Department will address, via conventional postal service, all issues and compliments from customers regarding flights already taken. Allegiant asks that all concerns be sent in writing to:
Allegiant Travel Company
ATTN: Customer Relations Department
PO Box 371477
Las Vegas, NV 89137
Alternatively, customers may fill out our Feedback Form by clicking here.
All correspondence is answered with accuracy and professionalism in a timely manner and in the order it is received.
365体育官方网站Allegiant will make reasonable efforts to mitigate passenger inconvenience resulting from cancellations. These efforts may include rescheduled flights, alternate transportation, credit vouchers and/or refunds, depending on availability of rescheduled and/or alternate travel arrangements and other factors.
Allegiant cannot guarantee that passengers will make connections to other Allegiant flights or those of other airlines.