Customer Service Plan

The rising number of passengers encourages us in our continuing effort to offer the best guest service possible. It is Air Seychelles’ aim to make every flight a safe and pleasant experience and further enhance guest comfort on the ground and in the air.

Air Seychelles’ Customer Service Plan reflects our commitment to treat our guests in a fair, courteous and prompt manner and to provide them with clear information about what they can expect us to do, particularly during occasional, irregular operations. In addition they will allow us to act promptly when we fail to meet our guest’s expectations.

This Customer Service Plan is explicitly separate from and does not form part of Air Seychelles’ Terms and Conditions.

Offer the lowest available fare

Except for Internet-only fares, we will offer the lowest fare for which you are eligible for the flight, date and class of service you request through our Call Center and Reservation Office. Our customers will always be informed by Air Seychelles about the applicable fare and any other applicable fees, charges and taxes.

Depending on the method in which the travel arrangements are made at the time the fare is quoted, lower fares may be available through alternative distribution channels.

Notify guests of known delays, cancellations and diversions

There may be times when weather, air traffic control, operational, or service considerations lead to flight delays, cancellations, or diversions. When this happens, we will make available the most current, accurate information about your flight’s status.

We will:

Provide ground staff, flight crew, and other appropriate personnel all information we have about flight delays, cancellations, and diversions;

Explain the reason for the delay, cancellation, or diversion based on the information we have;
Update the information displayed at airport gates to show flight status; and
Make information on known delays, cancellations, and diversions available at the airport, on board the affected flights, via the website and call center.

We will try our best to contact the guest in advance and provide information about flight cancellations, using the contact information in the guest’s booking.

Deliver baggage on time

We always try to deliver your baggage on time. However, in the event that this does not occur, we will make every possible effort to reunite you with your baggage as soon as possible. We will address baggage complaints and promptly update guests with new information, advising on compensation.

The compensation will be based on our contract of carriage and related international rules. We thoroughly analyze what has led to mishandled baggage and try our best to discover the cause.

You may contact the baggage claim department at:

Mailing Address	Email Address	Telephone
Air Seychelles Ltd Po Box 386 Pointe Larue Mahé Seychelles	baggageclaims@airseychelles.com	+248 4391224 +248 4391216 +248 2526054

We recommend you clearly label your baggage, inside and out, with your name, flight details and contact information.

Handle passengers denied boarding (during overbooking) with fairness and consistency

In the case of overbooking, we will first ask for volunteers who will give up their seats willingly in exchange for compensation. If there are not enough volunteers, other passengers may be denied boarding in accordance with Air Seychelles’ priority list. We will provide information explaining our obligations and the compensation you will receive if you are involuntarily denied boarding. We will aim to rebook you on the first available flight(s) to your ticketed destination if this happens.

Provide prompt ticket refunds

We will issue refunds for fully-refundable, unused tickets purchased by credit card, cash or cheque within 60 business days of receipt of the refund application. This policy includes refunding fees charged to a passenger for optional services that the passenger is unable to use due to overbooking or flight cancellations.

Provide flight and boarding gate information

We will provide flight and boarding gate information at airport upon check-in.

Disclose travel itinerary, cancellation policies, frequent flyer rules, and aircraft configuration

We will give you clear information about policies and services that may be important to you on our website and, when you ask, through our telephone reservations staff and our representatives at the airport. This means providing clear information about:

Aircraft configuration, including seat size and pitch ranges and lavatory availability;
Important terms and conditions that apply to your ticket and travel, including cancellation and refund policies; and
Any change of aircraft on a single flight with the same flight number.

Encourage good customer service from codeshare partners

If an Air Seychelles flight is operated by a partner airline under a code share agreement, Air Seychelles will provide passengers with the name of the airline operating the flight at the time the reservation is made.

We encourage our codeshare partners to provide customer service commitments comparable to our own.

Ensure responsiveness to customer complaints

For filing compliments and/or complaints you may write to us at:

Website	Email	Mailing Address
Feedback Form	feedback@airseychelles.com	Air Seychelles Ltd P.O Box 386 Pointe Larue Mahé Seychelles

Our Guest Affairs team will handle claims raised by guests and aim to compensate as soon as possible.

We will acknowledge written complaints within 30 days of receipt; we will send a substantive response within 60 days of receiving your written complaint.

Provide Services to mitigate inconveniences resulting from cancellations and missed connections

In order to reduce any inconvenience you experience during cancellations and missed connections, we will:

Do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation ;
Work to confirm you on the next available flight in the same class of service when rebooking is necessary; and
Provide refreshments and hotel accommodations, where applicable, when a long delay, missed connection, or cancellation within Air Seychelles’ control requires an overnight stay while you are away from home or destination.