U.S. Customer Service Plan

The Atlantic Airways Customer Service Plan (the “Plan”) applies to all of our scheduled and public charter flights that depart from or arrive at a U.S. airport. We have established this Plan to comply with the U.S. Department of Transportation's “Customer Service Plan” regulations (14 CFR Part 259.5). A copy of the Plan can be found on our website www.atlanticairways.com/en-us. 

We are committed to offering our passengers the lowest available fares for their specific flights. When our customers contact us to inquire about a fare or make a reservation through our website, at the ticket counter, or by calling our reservation center, we will disclose that the lowest fare offered may be available elsewhere if that is the case. 

In the event of a delay, cancellation, or diversion that lasts 30 minutes or more, we will notify our passengers within 30 minutes of becoming aware of the disruption. Flight status information will be provided in the boarding gate area, on our website, and through our telephone reservation system. Flight display systems will also be updated, provided that we have control over such displays or can provide the information to the party who controls the display.

Changes prior to departure date
Atlantic Airways will do its best to inform customers in advance if their flight is canceled before the day of departure. The Customer Service Department will handle the rebooking of customers and call-back requests before the day of departure.
However, it is advisable for all customers to confirm their itinerary online 24 to 48 hours before departure.
If a flight is canceled, delayed, or diverted within seven days of the scheduled departure, Atlantic Airways will inform customers within 30 minutes of becoming aware of the issue.
For any cancellations, delays, or diversions occurring more than seven days before the flight, Atlantic Airways will notify customers within 48 hours of becoming aware of the situation.

If your baggage does not arrive on your flight to or from the U.S., we will make reasonable efforts to ensure that your baggage is promptly delivered within 24 hours. We will reimburse costs per the provisions outlined in the Montreal Convention and refund any baggage fees charged if the bag is lost. 

We will provide a refund for flights to and from the U.S. if you cancel the booking within 24 hours of purchase, provided the booking is made at least one week before travel.

Refunds due will be promptly issued to the credit card used at the time of booking. Cash payments will be reimbursed to a nominated account within 20 days. Fees charged for optional services that were unavailable or not provided due to an overbooking situation or flight cancellation will be refunded to the passenger.

Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at US airports, in accordance with 14 CFR Part 382 of the U.S. Department of Transportation’s regulations and our general conditions of carriage.

In the event of lengthy tarmac delays at US airports, we will act in accordance with our U.S. Tarmac Delay Contingency Plan to ensure that the essential needs of all passengers are met. 

In instances where flights are oversold, we will handle all “bumped” passengers fairly and consistently per 14 CFR Part 250 of the U.S. Department of Transportation’s regulations and our policies and procedures for determining boarding priority.

Our travel policies, including our cancellation policy and frequent flyer rules, are available HERE and via our telephone reservation center.

In the event of a change in itinerary, we will provide prompt notification of any changes made via the telephone number or email address provided at the time of booking. If the booking was made through an agency, the agent is responsible for passing on any information we may provide. 

The Customer Relations Department is available to address any concerns or feedback received.
Correspondence will be acknowledged within 30 days, and subsequent response will be sent within 60 days of the date received. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites.

All complaints should include the following information:

• Full name of travelers
• Full mailing address
• Booking reference or ticket number
• Date of travel and flight number.

All complaints must be sent to us in writing, accompanied by relevant documentation. Please send your complaint directly to our Customer Relations department by e-mail to
[email protected] or to the following address:

ATLANTIC AIRWAYS
Atlantic Airways
Att: Customer Relations Department
Vágar Airport
FO–380 Sørvágur
Faroe Islands