AirEuropa

Air Europa intends to ensure that your air travel experience will encompass, to the best of our abilities, the most comprehensive customer service possible. We have outlined our responsibilities and how we will fulfill them in 12-key points, known as our Customer Commitment.
Note: The Air Europa Customer Commitment applies to all international itineraries that originate in the USA, and includes:

1. Offering the lowest fare available
We will offer on Air Europa.com, on our telephone reservation system, at airport ticket counters, and at city ticket offices the lowest published fare for which you are eligible for the date, flight, and class of service requested. Our representatives, upon request, will identify money-saving alternative itineraries if your travel schedule is flexible.

2. Notifying consumers of known delays, cancellations, and diversions
We will provide full and timely information on the status of known delays, cancellations, and diversions by:
• Providing real-time flight status information via a toll-free telephone number 800-238-7672 if calling from USA; or 902-401-501 if calling from Spain; and on Air Europa.com at Flight Status & Updates.

• Providing, through our gate agents and flight crews, consistent timely updates on the status and causes of delayed, cancelled, or diverted flights.

• Installing flight monitoring technology that will improve our capability to track delays and diversions, and help us relay more complete information.

• Contacting you about cancellations when the event is known at least three hours before departure, averting a frustrating trip to the airport, if you provide us with contact information in your reservation.

3. Delivering baggage on time
It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will strive to return your misplaced baggage within 24 hours. Notify a Air Europa employee at the airport if you cannot locate your baggage. To check on the progress of your bag search, call 902-190-271 from Spain; or +34-871-203-089 if calling from abroad; or go to Delayed, Damaged, or Lost Baggage.

We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is available. Bags unclaimed after five days are sent to our warehouse in Madrid, making continued efforts to locate bag owners.

4. Allowing reservations to be cancelled without penalty for a defined amount of time
Even if you buy a non-refundable ticket, we will give you time to compare our fares with those of other airlines. For travel originating in the United States, you may cancel and refund your ticket in full until midnight, one day after the reservation is made. For example, a ticket for travel originating in the United States purchased anytime on Monday can be cancelled and refunded until midnight on Tuesday. If the reservation is made on the date of travel, you may cancel and refund your paid ticket in full until midnight that day.

5. Providing prompt ticket refunds
We will issue refunds for eligible domestic and international tickets within seven business days for credit card purchases and 20 business days for purchases made by cash or check. For refund assistance:
Requests for refunds may be submitted to any Air Europa ticketing location or your travel agent.
Refunds for electronic tickets may be requested by calling our Call Centre via a toll-free telephone number 800-238-7672 if calling from USA; or 902-401-501 if calling from Spain.

6. Properly accommodating passengers with disabilities and other special needs, including during tarmac delays

- Passengers with Disabilities and Other Special Needs

Accommodating the special needs of passengers with disabilities is a top priority for Air Europa. We offer a variety of special services to such passengers, including:

• Transportation to, from, and between gates, either by wheelchair or, in several locations, electric cart.

• Boarding assistance.

• Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane.

• Consideration of your needs during extended tarmac delays.

• Accommodation for certain medical requirements, such as use of an approved Portable Oxygen Concentrator, or dietary needs, with proper notice, by our Call Centre via a toll-free telephone number 800-238-7672 if calling from USA; or 902-401-501 if calling from Spain. Additional information may be found at Services for Travelers with Disabilities.

To ensure the high quality of these services and protection of customer rights, we designate Complaint Resolution Officials (CROs) available by calling the toll-free telephone number 800-798-5773 if calling from USA; or 900-846-500 if callling from Spain; or through email croaireuropa@air-europa.com; who are responsible for ensuring services are properly implemented for our customers with disabilities.

- Children Traveling Alone
We provide detailed information to parents with children ages 5 through 14 who will be traveling alone at Children Traveling Alone or by calling our Call Centre via a toll-free telephone number 800-238-7672 if calling from USA; or 902-401-501 if calling from Spain.

Our policies ensure the safety and well being of children traveling alone including:

• Taking good care of your child during his or her flight and not releasing a minor traveling alone to anyone other than the person you have designated.

• Providing unaccompanied passenger service for children ages 5 through 11. We are also happy to provide this service to children ages 12 through 17 traveling alone. (Fees apply for unaccompanied minor service.)

7. Meeting customers' essential needs during lengthy tarmac delays
We will provide full and timely information regarding the status of a flight if there is an extreme delay after you have boarded or after the plane has landed, and, if safety and security conditions allow, we will provide for your essential needs such as food, potable water, operable lavatory facilities, and access to medical treatment. For further information, see Air Europa's Contingency Plan for Lengthy Tarmac Delays.

8. Handling "bumped" passengers with fairness and consistency in the case of oversales
We will inform you, upon your request, if the flight on which you are ticketed is overbooked. We also will provide information at airports about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight.
Our policies and procedures for treating you with fairness and consistency include:

• Notifying you of required check-in times through our reservations phone line via a toll-free telephone number 800-238-7672 if calling from USA; or 902-401-501 if calling from Spain.

• Letting you know, upon your request, if your flight is overbooked through Reservations Sales or our airport customer service representatives.

• Offering a ticket voucher if you voluntarily give up your seat. These ticket vouchers can be used on another Air Europa flight to the destination of your choice.

• Providing notice explaining our obligations and the compensation you will receive if you are involuntarily denied boarding.

• Rebooking you on the first available Air Europa flight to your ticketed destination if you are involuntarily denied boarding. (If a Air Europa flight is not available, we will strive to provide comparable accommodations on another airline that we have a ticketing agreement with.)

• Providing meal and beverages, and hotel accommodations at Air Europa-contracted facilities if you are away from your home, are involuntarily bumped from a flight, and we are unable to accommodate you on an alternative flight on the same travel day.

9. Disclosing travel itinerary and other policies that affect your travel
We will provide you with your travel itinerary and timely and complete information about policies and procedures that affect your travel, including:

• Providing frequent flyer details.

• We will make all important rules, restrictions, and redemption information available on Air Europa.com, in our Membership Guide & Program Rules, and in the information kits provided to new Flying Blue members.

• We will provide aircraft configuration and seat width and pitch ranges through our reservation and airport agents.

• Providing information concerning our Contract of Carriage available for your review on Air Europa.com.

Email to: relacionesconclientes@air-europa.com

• Changing aircraft on a flight that has a single flight number.

• We will inform you of this change before you book your reservation on the telephone or online, and in writing with your ticket receipt.

• Providing cancellation policies.

10. Ensuring good customer service from code-share partners
We stand behind the services of our codeshare partners and we will strive to ensure that you receive excellent customer service whenever you travel on a Air Europa ticket, including on flights operated by our codeshare partners.
We will publish a direct link from Air Europa.com to our partner airlines' websites to provide current information on their policies and procedures.

11. Ensuring responsiveness to customer complaints
We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint.

For information about filing a complaint, go to Contact Us.

12. Identifying the services Air Europa provides to mitigate passenger inconveniences resulting from cancellations and misconnects.

In order to mitigate inconveniences to you resulting from cancellations and misconnects, we will:

• Attempt to contact you, via contact information provided in your reservation or stored in the Contact Me section of your Flying Blue Profile, about cancellations when the event is known at least two hours before departure, averting a frustrating trip to the airport.

• Provide meal, beverages and hotel accommodations at Air Europa contracted facilities, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect, or cancellation within Air Europa's control.

Note: Our Call Centre is available:

• Through the toll free telephone number at 800-238-7672 1:00 A.M.-8:00 P.M., EST, if calling from USA

• Through 902-401-501 6:00-1:00, Spanish local time, if calling from Spain

• Through (+34) 807-420-420 H24