Customer Bill of Rights

We at Mesa Airlines, Inc. feel our customers have the right to expect fairness and honesty from the airline they have selected for travel.

We believe the only acceptable customer experience is one in which you arrive at your intended destination safely, comfortably and on time. When events and obstacles beyond our control, such as Severe Weather or Air Traffic Control delays, prohibit us from achieving this standard, we strive to minimize customer inconvenience, however possible.

Our customer service plan is intended to provide you with information regarding our policies, procedures and methods for handling certain aspects of your travel on our airline, including those exceptions that may occur in your travel plans. Please refer to our codeshare partnerís customer service plan by identifying the airline you have booked your travel or may have future plans to travel on. This information can be found at www.usairways.com, www.united.com or www.iflygo.com.

Offer The Lowest Fare Available
While we may not offer our own reservations, ticketing services and certain other customer service elements we feel it is important to provide, our valued customers with this information. Please refer to our codeshare partnerís customer service plan by identifying the airline you have booked your travel or may have future plans to travel on. This information can be found at www.usairways.com, www.united.com or www.iflygo.com.

Notify Customers of Known Delays, Cancellations and Diversions
When unforeseen problems occur, whether the flight is delayed, canceled, or diverted we, as well as our codeshare partners and contract vendors, will make every effort to notify customers of the situation in a timely and accurate manner. When a Mesa Airlines, Inc. flight on which the customer is being transported is delayed, canceled or has caused a missed connection, creating an overnight stay for the customer, we will provide one night's lodging. However we will not provide hotel accommodations when a flight is delayed, canceled or diverted due to circumstances beyond our control, such as Weather or Air Traffic Control decisions.

We will not provide overnight hotel for passengers who live locally, or provide hotels for passengers that are not ticketed on our ticket stock.

Flight Delays While Customers are Onboard the Aircraft Including Delays at the Gate and on the Taxiway
Our pilots will keep customers informed as to the nature of the delay that is taking place. If the aircraft is not going to depart as scheduled, every effort will be made by the pilot to communicate the reason for the delay.

Flight Cancellations at the Airport
In the event of a flight cancellation, we, our codeshare partners and contract vendors will do everything possible to accommodate customers on our next available flight, if space is available. We, our codeshare partners and our vendors will communicate to our customers the reason for the cancellation and any alternatives that are available.

On time Baggage Delivery
We will make every effort to arrange for bags to be delivered in a timely manner. An example of a situation that may prevent baggage from being returned within 24 hours is when the bag tag is missing and the identification on the outside of the checked baggage does not contain a phone number. We advise all customers to place identification on the inside and the outside of all checked baggage. This enables our agents to contact passengers who have not claimed their checked baggage. Agents are instructed to call the phone number listed on the bag tag should an unclaimed checked bag be found.

Support an Increase in the Baggage Liability Limit
Our current baggage liability limit is in compliance with the Department of Transportation (DOT) set standards and rules. We accept the responsibility for certain baggage loss or damage that occurs while in our custody. The total liability for domestic travelers is limited to a maximum of $3,300 per ticketed customer unless a higher value is declared in advance and additional charges are paid.

Allow Reservations to be Held or Canceled
While we may not offer our own reservations, ticketing services and certain other customer service elements we feel it is important to provide you, our valued customers with this information. Please refer to our codeshare partnerís customer service plan by identifying the airline you have booked your travel or may have future plans to travel on. This information can be found at www.usairways.com, www.united.com or www.iflygo.com.

Provide Prompt Ticket Refunds
While we may not offer our own reservations, ticketing services and certain other customer service elements we feel it is important to provide you, our valued customers with this information. For more information regarding ticket refunds, please refer to our codeshare partnerís customer service plan by identifying the airline you have booked your travel with or may have future plans to travel on. This information can be found at www.usairways.com, www.united.com or www.iflygo.com.

Properly Accommodate the Disabled and Special Needs Passengers
We are dedicated to providing safe, convenient and reliable travel to all individuals. Our employees are trained to comply with the Air Carrier Access Act (14 CFR Part 382). In accordance with the Air Carrier Access Act, we will not discriminate against any disabled individual. Employees who interact with disabled passengers will exhibit kindness, awareness and respect. We have access to employees that have been trained as Complaint Resolution Officials at every airport to answer questions.

We will provide services and equipment for disabled individuals when requested by or on behalf of disabled individuals. We will not impose charges for providing facilities, equipment or services. Examples of the services and equipment that will be provided to disabled individuals include:
  • Assistance with boarding, deplaning and the use of ground wheelchairs, onboard wheelchairs, ramp or mechanical lifts.
  • Lifts, ramps or aisle chairs to assist the disabled passenger where loading bridges are not available.
  • Onboard assistance with seating as part of the boarding and deplaning process, stowing and retrieving of carry-on items, and dining preparation such as opening packages or identifying food.
  • Provide telecommunication devices for the deaf (available toll-free (TDD) 24 hours per day, seven days per week).
  • Permit accompanying service animals in the cabin free of charge.
Meet Essential Needs During Extended Onboard Delays
Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delays. In compliance with our commitment to customers and U.S. Department of Transportation (DOT) regulations, we have planned and prepared to manage and minimize lengthy tarmac delays on our flights. Our goal is to make every flight a safe and pleasant experience for our customers. Consistent with DOT regulations, our plan covers all scheduled and public charter flights operated by Mesa Airlines, Inc.

Our Assurances to Customers:
  1. For domestic U.S. flights, Mesa Airlines, Inc. will not permit an aircraft to remain on the tarmac for more than three hours before allowing passengers to deplane unless: either the pilot?in?command determines there is a safety related or security?related reason (e.g. weather, a directive from an appropriate government agency) that the aircraft cannot leave its position on the tarmac to deplane passengers; or air traffic control advises the pilot?in?command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.
  2. For international flights that depart from or arrive at a U.S. airport, Mesa Airlines, Inc. will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers to deplane unless: either the pilot?in?command determines there is a safety?related or security?related reason (e.g. weather, a directive from an appropriate government agency) that the aircraft cannot leave its position on the tarmac to deplane passengers; or air traffic control advises the pilot?in?command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.
  3. For all flights, Mesa Airlines, Inc. will provide adequate food and drinking water no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac, unless the pilot?in?command determines that safety or security considerations preclude such service.
  4. For all flights, Mesa Airlines, Inc. will provide operable lavatory facilities and comfortable cabin temperature, as well as adequate medical attention if needed, while the aircraft remains on the tarmac.
  5. For all flights, Mesa Airlines, Inc. will ensure that passengers on the delayed flight receive notification regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known.
  6. Mesa Airlines, Inc. will ensure that passengers on the delayed flight receive notification beginning 30 minutes after departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists.
  7. Mesa Airlines, Inc. has sufficient resources to implement this Plan.
  8. Mesa Airlines, Inc. has coordinated this Plan with airport authorities (including terminal facility operators where applicable) at each U.S. airport that we serve, including regular U.S. diversion airports.
  9. Mesa Airlines, Inc. has coordinated this Plan with U.S. Customs and Border Protection (CBP) at each airport that we regularly use for international flights, including diversion airports and with the Transportation Security Administration (TSA) at each U.S. airport that we serve, including regular U.S. diversion airports.
We would like our customers to be aware of the following information regarding certain customer service provisions during a lengthy tarmac delayed flight.

  • Deplaning of customers may occur when it is safe and secure to do so at either a terminal gate or at a designated aircraft parking position on airport grounds via stairs and ground transportation, if needed.
  • All customers who want to deplane from a flight that has experienced a lengthy tarmac delay and make alternative travel arrangements consistent with airline ticketing policies (codeshare ticketing policies will prevail when flights are operated on behalf of a codeshare partner) may do so when it is determined to be safe and secure, after the aircraft has been moved into position for deplaning, all operational requirements for deplaning have been completed and the pilot?in?command has allowed customer deplaning to begin. Passengers should be aware that they deplane at their own risk and the flight could depart anytime without them.
  • In most cases, the flight will continue to its destination after passengers who have chosen to deplane.
  • In instances where customers may deplane at a remote aircraft parking position, reboarding the aircraft will not be possible and therefore will not be made available. In cases where an aircraft that has returned to a gate in accordance with the Plan, customers may be advised how long the aircraft will remain at the gate to determine how much time (if any) customers may spend inside the terminal prior to having to re?board the aircraft for the continuation of the flight.
  • Customers who chose to deplane and to make alternative travel arrangements, consistent with airline ticketing policies (codeshare ticketing policies will prevail when flights are operated on behalf of a codeshare partner) should be aware that on most domestic flights their checked baggage will remain on the aircraft to the flightís final destination. In cases where the flight returns to the gate and is canceled, customers will be able to retrieve their checked luggage at the airport.
  • Depending upon aircraft catering provisions, local airport catering supplies and the circumstances of the delay, adequate food may only be a snack item.
  • All aircraft covered by this Plan have onboard lavatory services for customer use, and in accordance with this Plan customers will have access to aircraft lavatories provided that the pilot?in?command has indicated it is safe and secure for customers to move about the aircraft cabin.
  • Our in?flight crews are trained to contact, coordinate, and, if necessary, utilize third party medical service providers, if available, to address customer needs when an aircraft is experiencing a lengthy tarmac delay as well as in?flight. In?flight crews will also coordinate with the pilot?in?command should any customer require immediate medical attention.
  • Customers are encouraged to make appropriate preparations for air travel, such as bringing essential needs onboard the aircraft in accordance with advised carry?on restrictions, including medicines and other medically required items, baby and child care products (i.e. diapers) and other items essential to personal health and communication requirements. Mesa Airlines, Inc., in most cases, will not have such products available for customers.
  • In cases of an emergency, Mesa Airlines, Inc. will share facilities and make gates available at the airports covered in this plan.
  • Mesa Airlines, Inc. will implement its Plan consistent with the safe and secure operation of our aircraft.

Handle "Bumped" Passengers with Fairness and Consistency
During a denied boarding situation, we have established passengerís rights in the case of an oversold flight in accordance with regulations of the U.S. Department of Transportation we will first solicit volunteers to give up their reservations (seats), in exchange for compensation. When we do not receive enough volunteers, we may assign and release seats based upon special needs, time of check-in, product purchased, frequent flyer status, and/or ease of accommodation.

It is our policy to never intentionally cause a passenger to be inconvenienced when he/she holds a confirmed reservation on a flight. However, due to operational requirements, inventory control policies and a varying degree of no-show passengers, there will be times when passengers cannot be accommodated on the booked flight. When these conditions occur, it is our policy to arrange the first available alternate accommodations as efficiently as possible and/or compensate eligible passengers in accordance with existing Department of Transportation (DOT) regulations.

We will not deny boarding involuntarily to any passenger until airline personnel first ask for volunteers to give up their reservations willingly in exchange for some form of compensation. It is always our goal to obtain 100% voluntary denied boarding.

If a ticketed customer asks if the flight is overbooked, the employee responsible for such information in their day-to-day work activities will respond accurately if the information is available.

Passenger Check-in Requirements and Cancellation of Reservations
All reservations (including those on continuing and return flights) are subject to cancellation without notice if any of the following occur:
  • The passenger has not purchased a validated ticket indicating confirmed seat(s) at least thirty (30) minutes prior to the scheduled departure of the flight, or earlier if a greater time limit is specified.
  • The passenger fails to fulfill the requirements of the fare type to which the reservation applies.
  • If the passenger is not present at the boarding gate at least 15 minutes prior to the scheduled departure time, even if the passenger has already checked-in for the flight at a place designated for check-in (e.g., a ticket counter, web check-in, kiosk, etc.).
  • If such action is necessary to comply with any governmental regulation, or to comply with any governmental request for emergency transportation in connection with national defense, or whenever such action is necessary or advisable by reason of weather or other conditions beyond our control.
  • If we refuse to transport the passenger for any of the reasons stated in Tariff Rule 35 (Refusal to Transport)
Denied Boarding Procedures - Passengers Denied Boarding Involuntarily
Passengers are entitled to compensation for "denied boarding compensation" unless:
  • The passenger has not fully complied with our ticketing and check-in requirements, or the passenger is not acceptable for transportation under our rules and practices and procedures.
  • Passengers are denied boarding because the flight is canceled.
  • A smaller capacity aircraft was substituted for safety or operational reasons.
  • A flight operating with an aircraft having 60 or fewer seats has safety-related weight/balance restrictions that limit payload.
  • Passengers are offered accommodations in a section of the aircraft other than specified in their ticket; at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund).
  • We are able to place the passenger on another flight or flights that are planned to reach the final destination within one hour of the scheduled arrival of the original flight.
If the passenger has been subjected to involuntary denied boarding, the passenger is entitled to one of the following forms of compensation:

For domestic flights:
  • If the passenger's arrival at his or her final destination is greater than one hour but less than two hours past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $650.
  • If the passenger's arrival at their final destination is two hours or more past their original scheduled arrival, involuntary compensation is 400 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $1300.
For international flights:
  • If the passenger's arrival at his or her final destination is greater than one hour but less than four hours past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $6500.
  • If the passenger's arrival at their final destination is four hours or more past their original scheduled arrival, involuntary compensation is 400 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $1300.
Disclose Travel Itinerary, Cancellation Policies, Frequent Flyer Rules, Aircraft Configuration
While we may not offer our own reservations, ticketing services and certain other customer service elements we feel it is important to provide you, our valued customers with this information. Please refer to our codeshare partnerís customer service plan by identifying the airline you have booked your travel or may have future plans to travel on. This information can be found at www.usairways.com, www.delta.com, www.united.com, www.iflygo.com

Ensure Good Customer Service from Codeshare Partners
We continually work together with our codeshare partners to provide seamless travel. Each codeshare partner can ticket and make advance seat assignments when booking customers on a codeshare flight. We and our domestic codeshareís Customer Relations, Airport Services and Operations Departments work closely to ensure consistent and quality customer relationship practices.

Be more Responsive to Customer complaints
We have assigned a customer service representative responsible for handling passenger complaints and ensuring that all complaints are acknowledged within 30 days and responded to within 60 days. To contact our customer relations department please visit www.mesa-air.com or www.iflygo.com and refer to the Customer Service section alternately you may contact our Customer Relations Department at the address listed below.

Mesa Air Group
Attn. Customer Relations Department
410 N. 44th Street. Ste. 700
Phoenix, AZ. 85008

Aviation Consumer Protection Divison, C-75
U.S Department of Transportation
1200 New Jersey Ave., S.E.
Washington, D.C. 20590
http://airconsumer.dot.gov
Fly Mesa
Company Info
Careers
More
Employees



US Airways Express
United Express


Copyright © 2014 Mesa Air Group