Flybe.com, Passenger charter

flybe.com is one of the UK's leading low cost airlines,specialising in regional flights to leading European destinations, such as London, Geneva, Paris and Milan.

Passenger charter

This passenger charter sets out our commitment to give you a safe, efficient and friendly service. As our customer, you have the right to expect:

• a safe, reliable and punctual journey
• staff who are readily available to provide help if you need it
• the service standards promised in our charter, advertising and promotional material

In setting the standards outlined in this charter, we give you, as well as ourselves, a way of judging our performance. If our performance falls short of our targets, we will take action as described in this charter. We believe that this charter should constantly evolve in accordance with our commitment to an ongoing review of our standards and targets.

STANDARDS

a Reliability and punctuality
We aim to operate at least 99% of our schedule and aim for 90% of our aircraft to arrive at their destination within 15 minutes of the scheduled time. By industry standards, this is a very high target and we may not reach it every time.

b Reservations
When you contact our Flybe Customer Call centre, we will make sure that you receive full information on the fares available for your chosen journey. We will always assist you in finding our lowest fares. We will make sure that the systems our agents use are programmed to offer the lowest fare which applies for the journey chosen.

c Agreed fare after payment
After you have paid for a flight in full, we will not increase the fare for the date, flight and class of service booked. However, if taxes, fees and charges change, we will ask you to pay the extra or we will provide a refund (whichever is appropriate).

3. PROVIDING INFORMATION

We agree to give our passengers the following information which is relevant to their journey:

a At the time of booking we will give you, if it is available:

• the planned scheduled time of departure and arrival
• the airport and terminal you will depart from and arrive at
• the number of stops, changes of aircraft, terminal or airport
• any conditions which apply to the fare you are paying
• the flight number

b If you ask and if time allows, we will send you an e-mail confirmation of the flight times, the baggage allowance and the cabin baggage allowance. In the unlikely event that we have to change the scheduled departure time of your flight, we will try to contact you to advise you of the new times.

c We also offer the following information if you ask:

• the type of service we normally offer on our services
• the services available if you have special needs
• the charges we make for baggage, exceptional items, and any baggage in excess of allowance
• our conditions of carriage
• our frequent flyer programme
• the procedures for lost, damaged or delayed baggage

d Booking on-line
You can book our scheduled services on-line

AT THE AIRPORT

a Flight check-in - you need acceptable photographic identification at
check-in for all destinations. PLEASE NOTE THE FOLLOWING ARE FOR ID
PURPOSES ONLY. FURTHER DOCUMENTATION MAY BE REQUIRED FOR
INTERNATIONAL FLIGHTS.

Acceptable forms of photographic ID are:

• NUS cards (photographic)
• Photographic university/college ID card
• Photographic ID of nationally recognised companies
• Council issued bus pass (Senior Citizens)
• A valid passport - an expired passport can be used up to a maximum of two years after expiry for domestic flights
• Valid photographic EU or Swiss national identity card
• Valid photographic driving licence
• Valid armed forces identity card
• Valid police warrant card/badge
• Valid airport employees security identity pass
• A child on parents passport is an acceptable form of ID
• CitizenCard
• Valid photographic firearm certificate
• Valid government-issued identity card
• SMART card
• Electoral identity card

b Departure - We know that many people are concerned about the length of time spent in the check-in queue so we aim to have our passengers served as quickly as possible.

c Baggage weight - So that we can meet health and safety requirements, we will not accept any single piece of baggage which weighs more than 30 kilograms.

d Check-in - Desks opens at least two hours before the scheduled time of departure. For international flights the check-in closes one hour before the scheduled time of departure. For Economy Plus passengers, check-in closes 45 minutes before departure. For domestic flights, including flights to the Channel Islands and Eire, check-in closes 30 minutes prior to departure for passengers with checked baggage, or 20 minutes before departure for passengers with handbaggage only. If you miss these deadlines, you will not be allowed to travel and you will not be entitled to a refund.

e Boarding - If you have special needs, including travelling with children, we will offer to board you before other passengers. We will preassign seats at check-in.

f Long delays on the aircraft - If an aircraft is on the ground for a long period of time without you having access to the terminal, we will make every reasonable effort to provide adequate facilities and access to medical treatment as long as this does not jeopardise the safety and security of passengers and employees. We will always make every reasonable effort to avoid keeping you on board if there is a long delay.

g On the aircraft - Once boarded, the Captain will give you information about the expected departure time, arrival time, weather and flight conditions. During the flight they will update this information.

h Arrival - We aim for you to be able to collect your baggage no more than 25 minutes after the actual arrival time of the aircraft.

OUR STAFF

We are totally committed to giving our customers excellent service. Our staff make the difference. As a result, we expect them to be:

• thoughtful and considerate
• polite and professional
• able to deal positively with your problems
• dressed to uniform standard at all times