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.