Our goal is to provide a positive experience for our customers. Our Customer Service Plan details our commitment to the customer and describes our policies in a clear, consistent and understandable manner.
Advise of lowest fares available
On our website, at our ticket counters or when customers call Island Air Reservations to inquire about a fare or reservation, we will advise customers that the lowest fare we offer may be available elsewhere, if that is the case.
Notify customers of known delays, cancellations, and diversions
Island Air is committed to keeping our customers up to date with the best information available regarding flight status. Island Air will provide real-time flight status information via our telephone reservation system and our Check a Flight option on islandair.com.
We will notify passengers in the airport and/or onboard our aircraft of any flight delays, cancellations, or diversions as soon as a decision is confirmed. In addition, Island Air will update passengers at a minimum of fifteen (15) minute intervals regarding the status of their flight, to include providing the estimated time of departure or the time when further information will be available.
Deliver baggage on time
Island Air makes every attempt to provide prompt baggage delivery. If bags are delayed or misplaced, we will make every reasonable effort to deliver bags within twenty-four (24) hours. If a customer incurs expenses resulting from baggage delay and is eligible to receive compensation, we will compensate for reasonable and necessary out-of-pocket expenses. If a bag is lost, we will reimburse any fee charged to transport that bag.
Island Air will attempt to contact owners of unclaimed baggage. We strongly recommend all passengers attach their name, address and/or telephone number on the outside and inside of each piece of checked baggage.
Allowing reservations to be held without payment or cancelled without penalty for a defined amount of time
When calling Island Air Reservations, we will allow a reservation to be held without payment, or cancelled without penalty, for a period of twenty-four (24) hours if the reservation is made one week or more prior to departure.
Providing prompt ticket refunds
We will refund eligible 347 tickets within seven (7) days from receipt when purchased with a credit card and twenty (20) days for cash purchases.
Requests for refunds may be submitted at any Island Air ticketing location, telephone reservation system, or travel agent. To check status on a refund request, call 800-388-1105 during the hours of 8:00 a.m. to 5:00 p.m. HST Monday – Friday.
Properly accommodate 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 Island Air. We offer a variety of special services to such passengers, including:
- Transportation to, from, and between gates by wheelchair
- 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 Aero-med Oxygen and approved Portable Oxygen Concentrator with proper notice, by calling Island Air Reservations at 800-652-6541.
Additional information may be found on islandair.com under Special Needs. To ensure the high quality of these services and protection of customer rights, we designate Complaint Resolution Officials (CROs) in all airports who are responsible for ensuring services are properly implemented for our customers with disabilities.
Children Traveling Alone
Island Air’s policy ensures the safety and well being of children traveling alone, and will not release any minor traveling alone to anyone other than the person designated for pick up.
Additional information may be found on islandair.com under Unaccompanied Minors or you may call Island Air Reservations at 800-652-6541.
Meeting customers’ essential needs during lengthy tarmac delays
Island Air will provide accurate and timely information regarding flight status in the event of an extended onboard delay after the aircraft door closes (in the case of departure), or from the time the aircraft touches down (in the case of arrival). In the event of lengthy onboard delays, and if safety and security conditions allow, Island Air will provide our passengers essential needs such as food, water, accessible lavatory facilities and access to medical treatment. For further information, please see Extended Onboard Ground (Tarmac) Delays in our Contract of Carriage.
Handling “bumped” passengers with fairness and consistency in the case of oversales
Island Air is committed to treating passengers with fairness and consistency. In the case of overbooking, Island Air will make every effort to request for passengers who are willing to voluntarily relinquish their confirmed reserved space in exchange for compensation in an amount determined by Island Air, and will be accommodated on the first available flight.
If you are involuntarily denied boarding, Island Air will explain our obligations, your compensation, and rebook you on the first available flight. If we are unable to accommodate you on an alternative flight on the same day of travel, and you are away from your home, Island Air will provide meal allowances and hotel accommodations.
Disclosing travel itinerary, cancellations policies, frequent flyer rules, and aircraft configuration
Island Air will provide customers with their travel itinerary, policies and procedures, rules and restrictions, frequent flyer information, and aircraft configuration at islandair.com, via our telephone reservations system, and at all airport ticketing locations.
Ensuring good customer service from code-share partners
Island Air stands behind the services of our code-share partners, and will strive to ensure you receive excellent customer service. Island Air’s code-share partners are: Continental Airlines, Hawaiian Airlines, and United Airlines.
Ensuring responsiveness to customer complaints
Island Air realizes things may not always go as planned and has a designated Customer Relations Manager to assist our customers with any concerns.
Island Air’s Customer Relations Department will acknowledge each written complaint within five (5) business days and will send a substantive written response within thirty (30) days of receiving the written complaint.
Identifying the services Island Air provides to mitigate passenger inconveniences resulting from cancellations and misconnects.
If an Island Air flight is delayed or cancelled, we are committed to use our best efforts to re-route our passengers on the next available flight, subject to the conditions stated in our Contract of Carriage and to the existence of participating interline ticketing agreements. For passengers delayed more than four (4) hours between the hours of 1000 p.m. to 6:00 a.m. local time, Island Air will provide our passengers lodging, meals, and local transportation, subject to restrictions set forth in our Contract of Carriage.
