Customer Care & Compensation

  • Customer complaints will be handled by the receiving carrier regardless of the operating or marketing carrier; unless the following exceptions are involved:
    Personal Injury / Disability / Legal Issues / Baggage lost or damaged / An employee mentioned by name.
  • Baggage service out of pocket expenses compensation provided consistent with local regulations and based on last operating carrier policy.
  • All SkyTeam members must reply to customer correspondence within:
    • 9 calendar days for Elite and Elite Plus customers,
    • 30 days for all other passengers.
  • All baggage claims are to be registered in World tracer files.