Customer Service Commitment
Fusion Airways says “The
Customer First.” Our customer service plan is intended to provide you with
information regarding Fusion Airways' policies, procedures and methods for
handling certain aspects of your travel on our airline, including those
exceptions that may occur in your travel plans.
Offer the Lowest Fare Available
Through their telephone reservations systems, each airline
will offer the lowest fare available for which the customer is eligible based
on the date, flight and Class of Service requested.
Fusion Airways' agents are obligated to offer customers the lowest available
fare in the market. This includes all agents representing Fusion Airways at our
reservations centers, and at airport ticket counters. Fusion Airways
reservations' policy and practice dictates that all reservations agents sell
the lowest available fare in a given market per flight segment unless otherwise
specified by the consumer (ex., First Class or unrestricted Coach). Certain
fares such as Internet promotions are not accessible to the reservations agent
and must be purchased through other means.
Notify Customers of Known Delays, Cancellations and Diversions
Each airline will notify customers at the airport and
onboard an affected aircraft, in a timely manner, of the best available
information regarding known delays, cancellations and diversions. In addition,
each airline will establish and implement policies for accommodating passengers
delayed overnight. A clear and concise statement of the airline's policies in
these respects will also be made available to customers.
When unforeseen problems occur, whether the flight is delayed, canceled or
diverted, Fusion Airways will make every effort to notify customers of the
situation in a timely and accurate manner. When a Fusion Airways flight on
which the customer is being transported is delayed, canceled or has caused a
missed connection creating an overnight stay for the customer, Fusion Airways
will provide one night's lodging. Fusion Airways will not provide hotel
accommodations when a flight is delayed, canceled or diverted due to
circumstances beyond our control, such as weather or Air Traffic Control
Cancellations Prior to Departure Date
Fusion Airways agents make every attempt to contact
customers when their flight cancels prior to day of departure. The Reservations
Department rebooks customers and handles callbacks for customers prior to the
day of departure. It is recommended that all customers reconfirm their
itinerary 24 to 48 hours prior to departure.
Flight Delays at the Airport
Fusion Airways customer service representatives will make
every attempt to keep customers informed regarding delayed flights. The Fusion
Airways policy is to communicate via the public address system every 15-25
minutes. Details of the delay will be announced as communicated via flight
information found in the reservation and check-in computer system and from the Fusion
Airways Operations Department.
Flight Delays While Customers are Onboard the Aircraft
Including Delays at the Gate and on the Taxiway
Fusion Airways pilots will keep customers informed as to the
nature of the delay that is taking place. If the aircraft is not going to
depart as scheduled, an announcement will be made by the pilot to communicate
the reason for the delay. The announcement will be made as soon as possible but
generally no later than five minutes past the scheduled time of departure.
Flight Cancellations at the Airport
In the event of a flight cancellation, Fusion Airways will
do everything possible to re-accommodate customers on the next Fusion Airways
flight, providing space is available. Depending on the type of ticket purchased
and reason for the flight irregularity, in most instances Fusion Airways will
also rebook customers on other airlines. Fusion Airways will communicate to customers
via the public address system the reason for the cancellation and alternatives
When a Fusion Airways flight on which the customer is being
transported is canceled creating an overnight stay, customers will be provided
one night's lodging. Exceptions to this are listed below. In addition, in cases
where a customer has misconnected due to reasons other than those listed below,
overnight accommodations will be provided.
Exceptions: Hotel accommodations will not be furnished:
- To a customer whose trip is
interrupted at a city which is his/her origin point, stopover point, or
his/her permanent domicile.
When the destination
designated on the customer's ticket, and the flight on which the customer
is being transported, is diverted to another city or airport in the same area
due to weather.
When the cancellation is due to circumstances within our
control, Fusion Airways will pay for:
Fusion Airways will provide passengers a list of
hotels/motels, which offer a distressed rate when flight(s) are canceled due to
circumstances beyond our control.
Diversion - (Flight is diverted to an alternate airport and canceled)
The pilots or flight attendants
will advise the customers of the reason for the diversion. The customers may
need to remain onboard. When time permits, the flight attendants will provide a
limited beverage service. In the cases when the customers must deplane, all
carry-on baggage and personal property must be removed from the cabin.
Some irregular operations may require landing at alternate
airports, with bus service to the final destination. It is acceptable to allow
a customer to leave directly from an alternate airport without requiring
him/her to travel to the final destination.
City Served by Fusion Airways
When a flight (aircraft) is diverted and canceled to a city
served by Fusion Airways or codeshare partner, the customer service
representatives in that city will re-accommodate customers on either the next Fusion
Airways flight or the next available flight via another carrier.
City Not Served by Fusion Airways
When a flight (aircraft) is diverted and then canceled in a
city not served by Fusion Airways or a codeshare partner, the customer service will
make arrangements with other carriers and/or hotel accommodations. Once the
flight attendants receive word from the flight deck, they will communicate to
the customers the reason for the diversion (if they are permitted to disclose),
estimated time of departure and/or accommodations. If the flight is canceled,
when available, passengers will be re-accommodated via another airline. The
flight attendants and flight crew will be the Fusion Airways representatives
for the customers.
On-Time Baggage Delivery
Each airline will make every reasonable effort to return
checked bags within 24 hours and will attempt to contact any customer whose
unclaimed, checked luggage contains a name and address or telephone number.
Fusion Airways and their codeshare partners make every effort to deliver bags
in a timely manner. An example of a situation that may prevent baggage from
being returned within 24 hours is when the bag tag is missing and the
identification on the outside of the checked baggage does not contain a phone
Fusion Airways advises all customers to place identification on the inside and
the outside of all checked baggage. This enables our agents to contact
passengers who have not claimed their checked baggage. Agents are instructed to
call the phone number listed on the bag tag should an unclaimed checked bag be
Customers must submit written notice of delayed baggage within four hours of
flight arrival. When a customer reports a delayed bag, the baggage tracing
system is used to initiate the search. Tracing efforts begin as soon as the
delay is reported. Fusion Airways realizes the concern and inconvenience and
will do everything possible to quickly reunite the customer and their baggage.
When customers have made a claim within four hours of flight arrival and
baggage is delayed for 24 hours or longer after making a claim, Fusion Airways
provides our customers interim expenses to purchase toiletries and clothing.
The following guidelines apply:
- An interim expense of $25.00
per day (not to exceed $75.00 for three days)
Interim expense allowance is
paid per ticketed customer, not per bag
No compensation is allowable
in the customer's domicile
Receipts must be submitted
Allow Reservations to be Held or Canceled
Each airline will allow the customer either to hold a
telephone reservation without payment for 24 hours or (at the election of the
carrier) to cancel a reservation without penalty for up to 24 hours, in order
to give customers an opportunity to check for lower fares through other
distribution systems, such as travel agents or the Internet.
Fusion Airways will hold a customer's reservation without payment or penalty
for a maximum period of 24 hours. This policy applies to refundable as well as
A telephone reservation is defined as an itinerary or trip for which payment
has not been received. Purchased, refundable tickets (paper or electronic) will
be refunded via the Fusion Airways refund department regardless of when the
tickets were purchased. Changes made to the itinerary after purchase will be
assessed the current change fee regardless of when the tickets were purchased.
Provide Prompt Ticket Refunds
Each airline will issue refunds for eligible tickets within
seven business days for credit card purchases and 20 business days for cash
Fusion Airways will refund fully-refundable unused tickets purchased by credit
card within seven business days of receipt of the refund application.
Refundable unused tickets purchased with cash or check will be refunded within
20 business days of receipt of the refund application. Eligible tickets include
fully-refundable unused tickets with proper documentation.
Customers may check the status of their refund request by visiting
Properly Accommodate the Disabled
and Special Needs Passengers
Each airline will disclose its policies and procedures for
handling passengers with special needs (unaccompanied minors, etc.), and for
accommodating the disabled in an appropriate manner.
Fusion Airways is dedicated to providing safe, convenient and reliable travel
to all individuals. All Fusion Airways employees are trained to comply with the
Air Carrier Access Act (14 CFR Part 382). In accordance with the Air Carrier
Access Act, Fusion Airways will not discriminate against any disabled
individual. Employees who interact with disabled passengers will exhibit
kindness, awareness and respect. Fusion Airways has employees that have been
trained as Complaint Resolution Officials at every airport to answer questions.
To assist passengers with special needs, Fusion Airways has produced a
"Tips for Passengers with Special Needs" brochure. This brochure is
available at all Fusion Airways airport locations, City Ticket Offices and
through the Reservations Department.
Fusion Airways will provide services and equipment for disabled individuals
when requested by or on behalf of disabled individuals. Fusion Airways will not
impose charges for providing facilities, equipment or services. Examples of the
services and equipment that will be provided to disabled individuals include:
- Assistance with boarding and
deplaning and the use of ground wheelchairs, onboard wheelchairs, and ramp
or mechanical lifts
Provide lifts, ramps or aisle
chairs to assist the disabled passenger where loading bridges are not
Onboard assistance with
seating as part of the boarding and deplaning process, stowing and
retrieving of carry-on items, and dining preparation such as opening
packages or identifying food
devices for the deaf (available toll-free (TDD) 24 hours per day, seven
days per week)
Permit accompanying service
animals in the cabin free of charge
Fusion Airways accepts unaccompanied minors five (5) years
through fourteen (14) years of age on nonstop fights only. An escort service
charge of $25 per direction applies to all unaccompanied minors on Fusion
Airways' flights. Minors age 15 through 17 years are accepted without
restrictions. Children 15 and older are not subject to the unaccompanied minor
Exception: Children 15 through 17 years of age can be made an
unaccompanied minor at the parents' discretion by paying the escort fee. When
the escort fee is paid, all unaccompanied minor policies and procedures will be
Meet Customers' Essential Needs During Long On-Aircraft Delays
The airlines will make every reasonable effort to provide
food, water, restroom facilities and access to medical treatment for passengers
onboard an aircraft that is on the ground for an extended period of time
without access to the terminal, as consistent with passenger and employee
safety and security concerns. Each carrier will prepare contingency plans to
address such circumstances and will work with other carriers and the airport to
share facilities and make gates available in an emergency.
Fusion Airways will make every reasonable effort to provide food, water,
restroom facilities and access to medical treatment for customers onboard an
aircraft that is on the ground for an extended period of time. Safety and
security for the customers and crew members will take precedence over providing
any services and/or facilities. Fusion Airways never intends to cause undue
stress or harm to our customers. However, due to unforeseen circumstances,
there may be times when an aircraft is either unable to take off or may have to
wait for a gate to become available. In the event that something like this
occurs, Fusion Airways has developed a contingency plan. The plan includes time
frames in which services and facilities will be made available during a long
on-aircraft delay. A plan has been developed for both arriving and departing
The pilots will frequently communicate with Fusion Airways System Operations
Control, Station Operations and/or the Ramp Control Tower for updated
information. The pilots and/or the flight attendants will keep the passengers
informed of the situation. Services will be made available to the passengers at
time periods established. Those services include, but are not limited to, the
use of lavatories, beverages, food, use of personal cellular telephones and
access to necessary provisions.
All Fusion Airways stations have made arrangements with other carriers and the
airport authorities to arrange for additional gates when needed, due to
emergencies caused by a lengthy on-aircraft delay.
Last Revised: Tuesday, November 06, 2007