Customer Service Plan

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Customer Service Plan:

PEOPLExpress is committed to providing our customers with an exceptional travel experience.. Our team members have been trained to the highest standards and they are driven by a desire to treat each of our customers the way that they would want to be treated.

We will provide the best service possible to our customers; ensuring safety and schedule integrity. When situations arise that cause delays, customers may be notified through various means, including phone, e-mail, text, and airport announcements. PEOPLExpress Airlines’ Customer Service Plan will ensure flight interruptions will be relayed to customers as soon as practicable.

Lowest Available Fare:

PEOPLExpress makes their flights available through a number of different distribution channels, including travel websites, and our telephone reservations number, however, PEOPLExpress encourages consumers to visit www.FlyPEX.com where there may be a lower fare available.

Flight Delays:

As soon as a delay is posted, customers will be advised through various means including the PEOPLExpress website (FlyPEX.com) and phone calls. If a delay is known at time of check-in customers will be advised of delay during the check-in process.

Since the causes for delays, such as weather, air traffic control restrictions, etc., can lift earlier than anticipated; customers will be encouraged to remain in the gate area.

Airport gate delay announcements:

Airport gate delay announcements will be made at a minimum of every thirty (30) minutes to advise customers on the status of the delay. Delay announcements will continue until boarding approval is received from the flight crew:

Customers booked on flights delayed due to circumstances out of the control of the airline will be accommodated on the next available flight at no additional charge or may cancel their flight with all unused monies applied as a credit for future flights; all penalties will be waived.

PEOPLExpress will NOT provide any further compensation to customers as a result of uncontrollable flight delays, including (but not limited to) meal vouchers, future travel vouchers, onward transportation or refunds to the original form of payment.

Cancelled Flights/Changes to Itinerary:

Customers will be advised through various means of any flight cancellation. Customers booked on cancelled flights due to circumstances out of the control of the airline can rebook on the next available flight at no additional charge or if cancelled, request a refund of the unused portion of their ticket as a credit; no penalties apply.

If a customer on a cancelled flight elects to fly on the next available flight, PEOPLExpress will assist in finding "distressed customer" hotel rooms at a discounted rate. Customers WILL be responsible for all costs of transportation, lodging, meals and incidental expenses. Customers also have the option of flying into another destination serviced by PEOPLExpress; however any onward transportation to their final destination WILL be at the customer’s expense.

Flight Delays:

As soon as a delay is posted customers will be advised through various means including the PEOPLExpress website (FlyPEX.com), text messages and phone calls. If a delay is known at time of check-in customers will be advised of the delay during the check-in process.

For delays of sixty (60) minutes or less customers will be advised to remain in the area for updates. For delays known to exceed sixty (60) minutes or more, customer will be given a time to return to the boarding area if they choose to leave. Customers will be further advised they can contact PEOPLExpress reservations at 844-4FLYPEX or log into the PEOPLExpress website to further check the status of their flight.

Meal Vouchers:

For airline controllable delays exceeding 4 hours in duration; PEOPLExpress Team Members have the authority to issue the following:

Additional meal vouchers for delayed flights will be authorized by the Customer Service Manager on duty.

Tarmac Delays:

Pursuant to the Department of Transportation "Enhanced Protection for Airline Passengers" regulations (14 CFR Part 259), PEOPLExpress Airlines, Inc. has adopted a Contingency Plan that will be implemented in the unlikely event of a lengthy tarmac delay for its scheduled and public charter flights at each United States airport at which it operates such air service, including diversion airports, and shall adhere to its plan's terms. For more information please review our Lengthy Tarmac Delay Contingency Plan.

Delayed and/or Lost Baggage:

PEOPLExpress is committed to delivering our customers’ baggage on time, with them on the same flight. In the event that a customer’s baggage does not arrive with them, PEOPLExpress will make every reasonable effort to return mishandled baggage within twenty-four hours, compensating passengers for reasonable expenses that result due to delay in delivery, as required by 14 CFR part 254 for domestic flights. Compensation for delayed and lost baggage will be handled in accordance with our contract of carriage and will be limited to total compensation not to exceed $3,300.00 per passenger.

Flight Reservations/Purchase:

PEOPLExpress allows reservations/purchased flights to be cancelled without penalty, within twenty-four hours after the reservation is made if the reservation is made one week or more prior to a flight's departure. Fares paid for flights cancelled during this twenty-four hour period will be refunded in the same manner as the initial purchase was made.

Refunds:

In circumstances where ticket refunds are due, PEOPLExpress is committed to providing prompt refunds, as required by 14 CFR374.3 and 12 CFR part 226 for credit card purchases, and within 20 days after receiving a complete refund request for cash and check purchases. Refunds will include a refunding of fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation.

Passengers with disabilities:

PEOPLExpress will make every effort to accommodate the needs passengers with disabilities, as required by part 14 CFR part 382, and other special-needs passengers as set forth in our contract of carriage, policies and procedures, including during lengthy tarmac delays.

Lengthy Tarmac Delays:

PEOPLExpress has a written policy to address the essential needs of our passengers during lengthy tarmac delays.

Passengers involuntarily denied boarding:

PEOPLExpress does not oversell flights eliminating the possibility that a purchased seat will not be available for a tickets passenger.

Passenger requested information:

PEOPLExpress is pleased to disclose to anyone making an inquiry, our cancellation policies, frequent flyer rules, aircraft seating configuration, and lavatory availability on our website, and upon request, and no charge, from our telephone reservations staff;

Response to consumer complaints:

PEOPLExpress is committed to providing prompt responses to consumer problems as required by 14 CFR 259.7 which mandates that we shall acknowledge in writing receipt of each complaint regarding its scheduled service to the complainant within 30 days of receiving it and shall send a substantive written response to each complainant within 60 days of receiving the complaint. A complaint is a specific written expression of dissatisfaction concerning a difficulty or problem which the person experienced when using or attempting to use an airline's services. PEOPLExpress does not does not intend for social media sites such as Facebook or Twitter to be a vehicle for receipt of written consumer complaints subject to this section and will address only those complaints sent through our website at www.FlyPEX.com or mailed to us at 902 Bland Blvd, Newport News, VA 23602.