Canadian Customer Service Plan

Customer Service Plan (Canada Air Passenger Protection Regulations) ZIPAIR Tokyo believes that in addition to the conventional requirements of safety, on-time performance and comfort, airlines are expected to provide service that meets the individual needs of each customer. It is our objective to exceed customer expectations by creating added value. It is in this spirit that this customer service plan is crafted. Although successful in this effort most of the time, there are occasions when unforeseen events affect our ability to meet our customers' satisfaction. Irregularities are caused by events within our responsibility, as well as those beyond our control, such as weather or traffic congestion at the airport. Therefore, ZIPAIR has established this Customer Service Plan to inform our customers about the service provided amid unpredictable and uncertain situations at the time of your flight. • Communication • Delayed or Cancelled Flights • Denied Boarding • Tarmac Delays • Seating of Children under the 14 Years of Age • Lost or Damaged Baggage This customer service plan will be reviewed and changed, as appropriate, in line with improvements in service quality. Thank you for your continued patronage of ZIPAIR Tokyo. Communication In the event of a delay, cancellation or denied boarding, we will notify passengers promptly, including the reason for the disruption and providing status updates. We will communicate the changes by audible and visible announcements, upon request and available communication methods the passenger has registered. (i.e. email) Accessible communication will be compatible with adaptive technology (digital) and/or large print for when prepared in paper format. If flights are delayed (30 minutes or more), canceled or a destination change has occurred, we will provide information promptly. - We will guide you through our website with the latest flight information at the contact center. - For the guidance of the newest information please check the bulletin boards at the boarding gate or the international airport counters. - For customers with a registered e-mail address, we will provide you with the latest information electronically. Delayed and Cancelled Flights If a flight delay or cancelation is within our control (excluding situations within our control but required for safety purposes) and passengers have been informed of the delay or cancelation 14 days or less before their original departure time, affected passengers may be entitled to compensation, calculated based on your arrival time at destination, as follows: Between 3 and 6 hours: CAD125 Between 6 and 9 hours: CAD250 More than 9 hours: CAD500 In order to receive compensation, you must file a request for compensation with ZIPAIR within 1 year of the flight delay or cancelation. Denied Boarding When an overbooking occurs, in accordance with the Canadian Transportation Agency regulations and company rules, we may arrange alternative means of transport or solicit for volunteers willing to surrender their confirmed reservation in exchange for compensation. In an extremely rare instance, a customer may be involuntarily denied boarding, based on our boarding priority procedures. In the event that a passenger is denied boarding, and the cause of the Denial of Boarding was within our control (excluding situations within our control but required for safety purposes), affected passengers may be entitled to compensation, calculated based on your arrival time at destination, as follows: Less than 6 hours: CAD900 Between 6 and 9 hours: CAD1,800 More than 9 hours: CAD2,400 Compensation to eligible passengers who have been denied boarding will receive the amount within 48 hours of the event. Tarmac Delays Where a flight is delayed on a tarmac at a Canadian airport for three hours after the aircraft doors have been closed for take-off or after the flight has landed, we will allow passengers to disembark the aircraft. *The following cases are excluded: (1) where it is likely that take-off will occur less than three hours and 45 minutes after the doors of the aircraft are closed for take-off or after the flight has landed and ZG is able to continue providing passengers with the services described below; and (2) where it is not possible to provide an opportunity for passengers to disembark, including if it is not possible for reasons related to safety and security or to air traffic or customs control. When allowing passengers to disembark, if feasible, we will give passengers with disabilities, and their support person, service animal or emotional support animal (if any) the opportunity to disembark first. For all flights to, from and within Canada, in accordance with the APPR, ‎we will use reasonable efforts to provide convenient and comfortable services to all customers in cases of tarmac delays. Specifically, we will provide passengers with the following, free of charge:‎ (i)Access to lavatories in working order; (ii)Proper ventilation and cooling or heating of the aircraft; (iii)If it is feasible to communicate with people outside of the aircraft, the means to do so; and (iv)Food and drink, in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport. Seating of Children under the age of 14 We will facilitate the seating of children under the age of 14 in close proximity to their parent, guardian, or tutor at no additional cost. Under the age of 5: Seat will be adjacent to their parent, guardian, tutor Between the age of 5 and 11: Seat will be in the same row to their parent, guardian, tutor by no more than one seat. Between the age of 12 and 13: Seat can be separated by one row of the parent, guardian, tutor If seats are not available in advance, we will: 1. Assign the seats at the check-in counter, if possible 2. If unable, we will ask for volunteers to change the seat at the time of boarding 3. If unable, we will ask again for volunteers before take-off Lost or Damaged Baggage We will make reasonable efforts to ensure that all checked baggage is available as soon as possible after a passenger's flight arrives at the gate and to avoid damage to the checked baggage. In the unlikely event your baggage does not arrive at your destination with you, we will initiate a search and make reasonable efforts to return the baggage to you within 24 hours. In the further unlikely event that your baggage cannot be located or your baggage is damaged, we will pay compensation for lost or damaged baggage as required by applicable international agreements and according to our Conditions of Carriage. Moreover, in cases of lost (even temporarily) or damaged baggage, we will reimburse passengers for any fees paid for carrying such baggage. For Customer Comments and/or Complaints Customer comments and feedback are most welcome. ZIPAIR will respond to customer comments, requests and complaints at the first point of contact. All e-mails, letters and comment cards received from customers will be personally read and a response sent within 30 days of receipt. ZIPAIR values your comments as they are a means to service improvement. Comments, requests or complaints can be made online. https://www.zipair.net/en/help Or, you may contact the Canadian Transportation Agency. https://rppa-appr.ca/eng/air-travel-complaints