Customer Charter


OUR STANDARDS
Our aim is to give you a safe, reliable and punctual service at a value for money price.

FARES
We set our prices at levels closely reflecting the cost of providing our services. Generally speaking the earlier a flight is booked, the lower the price will be.
We will not increase the price of your flight once you have booked and paid for it, even if taxes and charges increase before your flight departs.
Prices on our website will always be the lowest available for any given flight at the time of booking.

BAGGAGE
Your hold luggage allowance will vary with the route you are travelling on and the fare type you have paid, please refer to your flight confirmation for further information regarding your luggage allowance. Our target is to deliver your checked in baggage to the arrivals carousel within 20 minutes (at London Stansted 30 minutes, due to the layout of the airport) of you disembarking the aircraft, often we will do significantly better than this.

If your baggage is lost or for some reason it does not travel on the same flight as you, we will try to recover it at the earliest opportunity and arrange to have it forwarded to you free of charge. If you are without your luggage overnight on your outward journey we will reimburse you for essential purchases up to the value of £25 per person per day (up to a maximum of £75), upon production of receipts supporting a claim. We will supply you with confirmation of your baggage delay should you wish to claim from your travel insurance. If your lost luggage is not recovered we will compensate you for the fair value of it, within the limits of our liability as stated in our Conditions Of Carriage which can be viewed in the “Legal” section of our website. Please note that our liabilities are not likely to cover high value items and we recommend you purchase insurance to cover any high value items you have to check-in.

For the welfare of our check in and baggage handling staff, any single piece of checked baggage will not be accepted by us if it weighs more than 23kgs. Excess Baggage will be carried subject to space and weight being available on the aircraft and excess luggage charges will apply. In the event of excess luggage not travelling on the same flight as the customer, it will be carried to the destination airport at the earliest opportunity, and the customer will be responsible for collecting it from there.

RESERVATIONS
All reservations made directly with us provide the flexibility to change flights and passenger names after bookings have been made, charges may apply depending on the type of fare you have purchased.
If you make an error when making a booking, we will correct that error free of charge providing you notify us within 24 hours of making the booking and at least two hours before any flight in the booking is scheduled to depart. Differences in fares may apply when changing flights, dates or routes. Our aim is to have our flights available to book between 6 and 11 months in advance.

Flights may be booked directly on our website, through our call centre or via many hundreds of travel agents, tour operators and online vendors. Our call centre will be open daily excluding Christmas Day. It will be manned by locally employed Aurigny staff between the hours of 0800-1800, and between 1800 and 2000 calls will be handled by a third party. In times of disruption we will endeavour to man the call centre ourselves for extended hours to assist customers.

FREQUENT FLYERS
We will provide a frequent flyer programme designed to reward frequent users of our services. Full details of this can be viewed under “FrequentFlyer” on our website.

OVERBOOKING
Aurigny does not intentionally overbook flights. In the event of an aircraft change or payload problem resulting in us being unable to carry all passengers booked and checked in to travel on a flight, we will firstly seek volunteers to relieve the situation. In the event of being unable to find volunteers we will deny boarding to the last passengers to check-in. Any passengers being involuntarily denied boarding will be offered alternative travel at the earliest opportunity and offered compensation and care in proportion to the delay in arriving at their destination, or in accordance with European Union Regulation 261/2004 where applicable.

ON BOARD 
On all scheduled flights between the UK and Guernsey we offer a selection of hot and cold drinks and snacks for sale. We will also offer for sale alcohol and tobacco products at duty free prices. Details of drinks, snacks and our duty free range available for purchase can be viewed on our website. On services between the Channel Islands and to and from Dinard and Southampton, the small size of the aircraft prevents the serving of any refreshments or selling duty free goods.

PUNCTUALITY
We try to operate all of our services “on time” and have an internal target of exceeding 85% of services within the “industry standard” on time measurement of “within 15 minutes of scheduled time of departure”. This is a target beyond that achieved by many airlines, and we are particularly proud of our record, given the challenging offshore environments and small airports from which our services are operated. We will publish our flight punctuality statistics on our website, for each airport we serve. This information can be viewed in the “Flight Info” section of our website under “Punctuality”.

RELIABILTY
Based in the Channel Islands we work hard to understand the particular needs of our local markets. In times of disruption to operations will do our best to get our customers to their destination, even when that means arranging late opening of airports and flights operating late into the night. We will give priority to getting our customers home, over protecting our flight punctuality performance.

DUTY OF CARE
For flights departing from the UK and France to the Channel Islands:

In the event of flight disruption we will provide the following facilities to customers in our care:
If a flight is delayed between two and five hours we will provide light refreshments.
If you are delayed over five hours we will provide a meal.
If you are delayed overnight we will provide you with B&B accommodation and dinner, and further meals until we get you to your destination airport or other mutually agreed place.
Please note that meals and refreshments may not be provided if doing so would further delay your journey.

For flights departing from the Channel Islands to the UK, France and other Channel Islands

When flights are delayed by matters within our own control, we will provide the same levels of care as described above.
When delays are due to matters out with our control (E.G. Weather, Air Traffic Control, Airport closure etc.) we will do our best to provide assistance with alternative transport and hotel accommodation (a list of properties and contact details will be available), but customers will be expected to make their own arrangements for refreshments, meals and accommodation.

After any delay of five hours or more you will have the option to cancel your trip and obtain a full refund of the unused ticket/s, or rebook for another time provided that you notify us at the time that you no longer wish to travel.

EU Regulation 261/2004 Passenger Rights
Please note that Aurigny is not an EU based airline and therefore Aurigny flights departing from the Channel Islands are not covered by this regulation.

PROVISION OF INFORMATION
When you are at the airport and your flight is delayed, we will inform you via our check-in and customer service desks as to why it is delayed and provide updates on any changes to the expected length of delay.
We will utilise airport flight information displays to publish flight information. Please note that many airports no longer make audible flight announcements.
When a flight departs late the Captain will make an announcement explaining the reason/s for the delay.
When our flying programme is seriously disrupted we will provide up to date information on schedule revisions in the “Schedule Update” section of our website, including revisions that arise through the night.
We also use text (SMS) and email messaging to communicate directly with passengers on disrupted flights.

CHECK-IN
Our check in and bag drop desk opening and closing times and locations are as follows:
Guernsey
Inter island flight desks open from 0600.
Desks for flights to UK and France open 2.15 hours before departure. (No desks open before 0600)
Minimum Check-in/Bag drop 30 minutes for inter-island flights.
Minimum Check-in/Bag drop 45 minutes for all other flights.
Aurigny desk, main departure hall.

London Gatwick
Desk opens 2:30 before departure.
Minimum Check-in/Bag drop 45 minutes.
Aurigny desks, South Terminal Zone D desks 108-109 , check flight information screens for zone and desk.

Alderney
Desk opens 2:00 before departure.
Minimum 30 minutes for Guernsey flights.
45 minutes minimum for Southampton flights.
Aurigny desk, main departure hall.

Manchester
Desk opens 2:15 before departure.
Minimum Check-in/Bag drop 60 minutes.
Menzies, Terminal 1 desks 67 to 72, adjacent to the Menzies Ticket Desk.

London Stansted
Desk opens 2:15 before departure.
Minimum Check-in/Bag drop 60 minutes.
Menzies, main check-in area, Zone A Desks 10-15

East Midlands
Desk opens 2:15 before departure.
Minimum Check-in/Bag drop 60 minutes.
Swissport, main departure hall.

Leeds Bradford
Desk opens 2:15 before departure.
Minimum Check-in/Bag drop 60 minutes.
Swissport, main departure hall.

Southampton
Desk opens 1:30 before departure.
Minimum check-in 45 minutes.
Aurigny desk, left hand side main departure hall.

Bristol
Desk opens 2:15 before departure.
Minimum Check-in/Bag drop 60 minutes.
Menzies, main check-in area, between desks 13 - 17.

Dinard
Desk opens 1:00 before departure.
Minimum Check-in 45 minutes.
Aurigny desk, main departure hall.

Norwich
Desk opens 2.15 before departure
Minimum Check-in/Bag drop 60 minutes
Main Check-in area


Grenoble
Desk opens 2:30 before departure.
Minimum check-in 60 minutes.
Passenger Handling: Seagi Societe d' Exploitation Aeroport. Main Departure Hall.

When a flight is delayed we will try to alter our check-in opening times to correspond more closely with the revised departure time to minimise the inconvenience for our customers. When this is possible we will publish this change on our website under “Schedule update”.

SPECIAL ASSISTANCE

In order to help us to help you, we ask that where possible you advise us by telephone (01481 267267) of any special assistance requirements you have at the time of making your booking and whenever possible at least 48 hours before departure. This will give us time to make arrangements with the third parties who are involved in providing special assistance at the majority of airports that we operate to. If you are unable to advise us of any special assistance requirement until later than 48 hours before your flight departs, there is a small possibility that we may not be able to provide assistance on your flight and we may have to move you to a later flight.
Further details of the types of special assistance available can be viewed in the “Special Assistance” section of our website.

STAFF

Our employees are here to serve our customers.
They will:
Present themselves in a smart and consistent standard.
Help you with any queries or problems you have relating to our services.
Provide excellent service.

CUSTOMER CORRESPONDENCE
Should you wish to write to us regarding any aspects of our service, please use the following address:

Aurigny Air Services
Customer Relations Department
States Airport
La Planque Lane
Forest
Guernsey, GY8 ODT
Channel Islands [email protected]
We will endeavour to respond to you within 28 days and often much sooner. Our aim is always to reach satisfactory conclusions directly with our customers, however if you feel we have failed in this pursuit you may contact the regulatory body of our industry as detailed below.
United Kingdom Passenger Complaints
CAA Regulatory Policy Group
Room K401
CAA House
45-49 Kingsway
London
WC2B 6TE

EU 261 Regulations: NOTICE OF YOUR RIGHTS IN THE EVENT OF DENIED BOARDING, FLIGHT DELAY OR FLIGHT CANCELLATION
PLEASE NOTE CERTAIN PROVISIONS OF THE EU 261 REGULATIONS DO NOT APPLY TO AURIGNY AIR SERVICES LIMITED (“AURIGNY”) AS IT IS AN AIRLINE BASED IN A COUNTRY OUTSIDE OF THE EU (AS GUERNSEY AND THE CHANNEL ISLANDS ARE NOT MEMBERS OF THE EU). The following summary of the regulations reflects the status of Aurigny as an airline having its base outside of the EU.
This notice contains important information about your rights established by European Regulation (EC) No. 261/2004 (‘the Regulation’) and applies to you if:
1. You have a confirmed reservation on a flight operated by Aurigny Air Services Limited purchased at a fare available directly or indirectly to the general public; and
2. (except in the case where your flight has been cancelled) you have presented yourself for check-in before the Check-In Deadline as specified by us in our General Terms & Conditions of Travel or related regulations; and
3. your flight is departing from an airport in the EU (unless you received benefits or compensation and were given assistance in such other country); and
4. you have not been denied boarding by reason of a matter set out in our General Terms & Conditions of Travel or related regulations; and
5. you have been denied boarding involuntarily or your flight is delayed by more than two hours beyond its scheduled departure time, or cancelled.
PLEASE NOTE: WHILE AURIGNY MAY CHOOSE TO APPLY THESE REGULATIONS TO FLIGHTS DEPARTING FROM AIRPORTS IN THE CHANNEL ISLANDS, IT IS NOT OBLIGED TO DO SO.
DENIED BOARDING 
Aurigny, as a policy, does not overbook its flights. However, in the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding involuntarily, you are entitled to the rights set out below.
FLIGHT DELAY 
If we reasonably expect your flight to be delayed for two hours or more beyond its scheduled time of departure, you are entitled to the rights set out below.
FLIGHT CANCELLATION 
If your flight is cancelled, you are entitled to the rights set out below except when:
1. you are informed of the cancellation at least two weeks before the scheduled time of departure; or
2. you are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival; or
3. you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival; or
4. (in respect of any ‘Right to Compensation’) we can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken by Aurigny, including but not limited to political instability, safety and
5. Weather disruption, security reasons, labour disputes or failure or delay of air traffic control facilities.
1. RIGHT TO COMPENSATION 
If you are involuntarily denied boarding or your flight is cancelled (provided an exception as specified above does not apply), you are entitled to receive € 250 in respect of all flights. However, if we are able to offer you re-routing on an alternative flight and the arrival time of the re-routed flight does not exceed the scheduled arrival time of the flight booked by two hours the compensation set out above will be reduced to €125.
2. RIGHT TO REIMBURSEMENT OR RE-ROUTING 
If you are denied boarding (whether voluntarily or involuntarily) or your flight is cancelled, you are additionally entitled to choose between:
(a) reimbursement in accordance with Article 7(3) of the Regulation; or
(b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
(c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
If your flight is delayed by at least five hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a) above.
3. RIGHT TO CARE 
If you are involuntarily denied boarding or if your flight is cancelled or delayed by more than 2 hours, we will offer you, free of charge:
a) meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the aircraft;
b) two telephone calls, telex or fax messages or e-mails;
c) hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary;
d) transport between the airport and place of accommodation (hotel or other).
If your flight is delayed as specified under ‘Flight Delays’ above or cancelled without notice being given to you prior to your arrival at the airport of departure, Aurigny will offer you items (a) and (b) above. If, as a result of the delay or your being re-routed following a cancellation, your new time of departure is reasonably expected to be at least the day after the original day of departure, we will also offer you items (c) and (d) above. Where it is not feasible for Aurigny to arrange the care set out above, Aurigny will reimburse you for your reasonable receipted expenses upon application to: Aurigny Customer Services Dept., La Planque Lane, Forest, Guernsey, Channel Islands, GY8 0DT.