Customer Service Plan for Flights to and from the United States


Lowest Fare Availability

Air Berlin will disclose to customers who call  the Air Berlin Service Centre, access the Air Berlin website, or visit  the ticket counter to inquire about a fare or make a reservation, that the lowest fare offered by Air Berlin may be available elsewhere, if that is the case.


Delays, Cancellations, and Diversions

For flights to or from the United States, Air Berlin will promptly provide information regarding any change in flight status to ticketed passengers, passengers holding reservations, and the public. Within 30 minutes of Air Berlin becoming aware of a flight cancellation, a delay longer than 30 minutes, or a flight diversion, information regarding flight status will be made available at Air Berlin’s Service Centre (for US-Customers: (866) 266-5588), on Air Berlin’s website, and in the boarding gate area for flights departing from U.S. airports. This information will also be available at any flight status display and other sources of flight information at U.S. airports, provided Air Berlin has control over these displays or can provide the information to the party who controls the display.


Delivery of Baggage

In the event that checked baggage does not arrive with the passenger traveling to or from the U.S., Air Berlin will make every reasonable effort to return the baggage within 24 hours and compensate any reasonable expenses that result from delay in delivery, subject to the liability limitations provided under the Montreal Convention. In the event that baggage is lost or destroyed, Air Berlin will reimburse any baggage fees charged for the transportation of that baggage.


Holding Reservation

Customers may hold a reservation on a flight to or from the U.S. through our Service Center at the quoted fare without payment, for 24 hours providing that the reservation is made at lease one week (168 hours) or more prior to the flight’s departure.


Refunds

Where a ticket refund for a flight to or from the U.S. is due, Air Berlin will provide prompt refunds for credit card purchases and provide refunds within 20 days of receiving a refund request for cash and check purchases. Any ancillary fees charged for optional services that a passenger is unable to use due to an oversale situation or flight cancellation will also be refunded.


Passengers with Disabilities

Air Berlin will make reasonable efforts to promptly accommodate all passengers with disabilities, including during lengthy tarmac delays at U.S. airports, in accordance with Part 382 of the US Department of Transportation regulations and applicable provisions of Air Berlin’s conditions of carriage.


Tarmac Delays

Air Berlin will meet customers’ essential needs during lengthy tarmac delays at any U.S. airport in accordance with its Tarmac Delay Contingency Plan.


Oversales

In the event that a flight to or from the U.S. is oversold, Air Berlin will first ask for volunteers to willingly give up a reservation in exchange for a payment of Air Berlin’s choosing. If fewer than the needed number of passengers volunteer, Air Berlin will treat any passenger involuntarily denied boarding with fairness and consistency according to Part 250 of the US Department of Transportation regulations, and the boarding priority policies and procedures contained in Air Berlin’s conditions of carriage.


Disclosure of Information

Cancellation policies, frequent flyer rules, airline seating configurations, and lavatory locations on aircraft can all be found on Air Berlin’s website and will be provided by Air Berlin’s Service Centre staff upon request.


Changes to Travel Itinerary

If a change is made to a customer’s travel itinerary, Air Berlin will promptly notify the customer of such change by whichever means are available to Air Berlin or specified by the customer.


Response to Customer Complaints

Customers may file complaints with Air Berlin by emailing the Customer Service Department at customer@airberlin.com or writing to: Air Berlin, Customer Relations Department, Saatwinkler Damm 42-43; D-13627 Berlin / Germany. Air Berlin will acknowledge receipt of written complaints within 30 days and provide a substantive response to the customer’s concerns within 60 days. Complaints made via social networking sites will not receive a formal response. Notification of this limitation will be posted on any social networking site used by Air Berlin.


Services Relating to Flight Cancellations and Missed Connections

If a passenger’s flight is cancelled or the passenger misses an onward connection due to Air Berlin’s failure to operate its flight according to schedule, Air Berlin will accommodate the passenger on the next available flight to the passenger’s destination if possible, endorse the unused portion of the passenger’s ticket to another carrier or transportation service for the purpose of rerouting, or refund the unused portion of the passenger’s ticket. Additionally, if the fare and charges for the rerouted ticket are lower than the refund value of the unused portion of the ticket, the difference will be refunded to the passenger. If legally required, passengers shall also be provided with food or drink vouchers or other accommodations.