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 decisions.

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 available.

Overnight Amenities

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:

  1. To a customer whose trip is interrupted at a city which is his/her origin point, stopover point, or his/her permanent domicile.
  1. 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:

  • Hotel room
  • Customers without baggage: $25.00 per night for miscellaneous incidentals and toiletries will be reimbursed upon presentation of receipts

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.

Alternate Airport Operation

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 number.

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 found.

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 for reimbursement

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 non-refundable fares.

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 purchases.

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 available
  • 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
  • Provide telecommunication 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 policies.

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 followed.

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 aircraft.

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