Customer Service Commitment

We Will Ensure Your Comfort During an Extended Tarmac Delay

We are committed to providing the best possible customer service during mechanical, weather or air traffic control delays. Delays on the ground with passengers onboard are possible, although rare.

We are committed to the following contingency measures to minimize your inconvenience:

In the event of an extended delay, we will make every effort to keep you updated about the estimated arrival or departure of your flight. We will give updates at least every 30 minutes or as your flight status changes, whichever comes first.

On Domestic flights, we will not permit our aircraft to remain on the tarmac for more than 3 hours without providing our customers an opportunity to deplane (if an opportunity exists), subject to safety or security reasons why deplanement cannot be offered. If the opportunity to deplane exists we'll let you know. If you choose to deplane the aircraft, we are unable to guarantee re-accomodation on your original flight.

On International flights (that depart or arrive at a U.S. Airport), we will not permit our aircraft to remain on the tarmac for more than 4 hours without providing our customers an opportunity to deplane, subject to safety or security reasons why deplanement cannot be offered. If you choose to deplane the aircraft, we are unable to guarantee re-accomodation on your original flight.

In the event we are unable to offer deplanement, we will let you know.

Air Traffic Control hold times can change significantly and a window of opportunity may open, so sometimes it makes sense to board the aircraft even though the anticipated delay may be an hour or more. If you decide to leave the gate area, be sure to check Flight Information Display Monitors frequently in case there are any changes to your flight status.

Once onboard, if your flight is held on the ground in excess of two hours, we will maintain a comfortable cabin temperature and provide access to food, water and onboard lavatories. In the event safety or security preclude such service, we will let you know.

If emergency treatment becomes necessary, our flight crew has immediate access to medical professionals, via MedLink, a contracted medical advisory service. Our Flight Attendants are carefully trained in First Aid, including the use of defibrillators, which are available on all of our aircraft.