Royal Wings Airlines is committed to providing the highest quality of customer care and service. In an effort to keep our commitment, Royal Wings has established the following Customer Service Plan, which outlines Royal Wings’ policies and procedures for providing our customers with the utmost care.
This Customer Service Plan is separate from and not a part of Royal Wings’ Contract of Carriage.
Offer the Lowest Fare Available
Through its telephone reservations systems, website (www.royalwings.com.jo), at airports and through city ticket offices, Royal Wings will offer the lowest fare available for its flights based on the date, route and Class of Service requested.
Notify Customers of Known Delays
Royal Wings will make every effort to notify customers of known delays, cancelations or diversions within 30 minutes of Royal Wings becoming aware of the change in the status of a flight. Royal Wings will provide information relating to delays, cancellations or diversions in Royal Wings’ boarding gate area, on Royal Wings’ website (www.royalwings.com.jo), via Royal Wings’ telephone reservation system upon inquiry by any person, and through Royal Wings’ flight notification systems, if applicable.
Deliver Baggage on Time
It is Royal Wings’ intention to deliver baggage on time, however, in the event that Royal Wings is unable to do so, Royal Wings will make every reasonable effort to return mishandled baggage within twenty-four (24) hours. Royal Wings will compensate you for reasonable expenses incurred as a result of mishandled baggage for domestic flights and as required by applicable international agreements for international flights. Royal Wings will reimburse you for any fee charged to transport your bag.
Holding or Canceling reservations
Reservations made on www.royalwings.com.jo or through the Royal Wings call center may be held at the quoted fare without payment, or canceled without penalty, for at least 24 hours after the reservations are made if the reservation is made more than one week from the date of purchase by calling Royal Wings’ at +96265803333.
Providing Prompt Refunds
Royal Wings will issue refunds for eligible domestic and international tickets within thirty (30) business days after receiving a complete refund request for credit card purchases, and within twenty (20) business days after receiving a complete refund request for purchases made by cash or check, including any fees for optional services if you were unable to use the services due to an over sale situation or flight cancelation.
Properly Accommodate Passengers with
Disabilities and Special Needs
Royal Wings will not discriminate against any disabled individual. Employees who interact with disabled passengers will exhibit kindness, awareness and respect.
To meet the needs of our disabled customers, Royal Wings will provide services and equipment for disabled individuals upon request, including:
Children Traveling Alone
Royal Wings accepts unaccompanied minors ages five (5) through fourteen (14) years on nonstop flights only. An escort service charge of $100 per direction applies to all unaccompanied minors on Royal Wings flights. Minors ages 15 through 17 years are accepted without restrictions. Children 15 years of age and older are not subject to the unaccompanied minor policies, however, they can be made an unaccompanied minor at the parent’s discretion by paying the $100 escort fee. When the escort fee is paid, all unaccompanied minor policies and procedures will be followed.
Meet Essential Needs During Lengthy Tarmac
Royal Wings never intends to cause undue stress or harm to our customers. However, due to unforeseen circumstances, there may be times when a flight is delayed on the tarmac for a long period of time. In the event that such a delay occurs, Royal Wings maintains contingency plans and policies to accommodate customers. For further information, please see Royal Wings’ Tarmac Delay Contingency Plan.
Handling Bumped Passengers
In the rare occasion that Royal Wings has oversold a flight and is unable to accommodate a customer with a confirmed reservation, Royal Wings will treat our customer with fairness and consistency. To that end, Royal Wings will provide information at airports, that contain our boarding priority rules and Royal Wings’ policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight, including:
Disclosing Cancellation Policies, Aircraft
Seating Configuration, and Lavatory Availability
Royal Wings provides customers with timely and complete information on its website (www.royalwings.com.jo) and upon request by calling its customer service center.
Notifying Passengers in a Timely Manner of
Changes in their Travel Itineraries
Royal Wings will attempt to contact you, via contact information provided in your reservation, about changes in your travel itinerary when the event is known at least one hour before departure.
Ensuring Responsiveness to Consumer
We will acknowledge receipt of written customer complaints within 30 days and will send a substantive response within 60 days of receiving the complaint. For information about filing a complaint, call +962 6 5803333 or contact email@example.com.
Services Provided to Mitigate Passenger
Inconvenience from Cancellations and Misconnections
When a Royal Wings flight on which the passenger is being transported is canceled or causes a passenger to miss a connection, due to reasons within Royal Wings’ control, creating an overnight stay for the customer, Royal Wings will provide: (1) hotel accommodations for one night, excluding room service, alcohol, or movies, laundry or other hotel services; and (2) ground transportation (if not provided by the hotel).
Passengers who are delayed without baggage will be reimbursed upon presentation of receipts for reasonable incidentals, such as toiletries, needed until they are reunited with their baggage.
Royal Wings will not provide hotel accommodations when a flight is canceled or causes a missed connection due to circumstances beyond our control, including but not limited to, weather or Air Traffic Control related delays or cancellations. Royal Wings will also not provide hotel accommodations in the following circumstances:
In cases where Royal Wings does not provide one night’s lodging, Royal Wings will provide passengers a list of hotels/motels, which offer a discounted rate when flight(s) are canceled.