When you choose to fly with Primera Air, our goal is to provide the best possible experience. Our Customer Service Plan for flights to and from the U.S. outlines our procedures and provides useful information.
Lowest fares available
We are committed to provide you the lowest available fares and the highest quality for any flight you choose. All the low-fare flights are available on www.primeraair.com. If you need any assistance, please contact our customer service center.
Keeping you informed
In case your flight is delayed, cancelled or diverted by more than 30 minutes, we will do our utmost to inform you of the disruption within 30 minutes via email and the phone number provided during the reservation process.
The latest information will also be published on www.primeraair.com and by our Customer Service via phone.
For flights departing from the U.S., announcements will be made at the boarding gate area and the flight display systems will be updated with the latest flight details.
Changes in travel itineraries
We will inform you about any itinerary changes via the email you provided during booking. In case your booking was made through an agency, your agent is responsible for passing on any information regarding changes.
Lengthy delays on the tarmac
In the event of a lengthy tarmac delay at a U.S. airport, we’ll follow our Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.
Assistance in the event of a cancellation or delay
We do everything to ensure that all of our flights operate according to schedule, however, sometimes things don’t go according to plan.
In case your flight is cancelled or delayed, we will do our best to rebook you on our next available flight to your destination. We will also make sure you are provided food, access to communications and accommodation (if needed), as per EU regulation 261/2004.
In case your cancelled flight is considered to be within our control, you may also be entitled to a compensation according to EU regulation 261/2004.
Assistance for passengers with special needs in the event of a delay
If you have a disability or need to request special assistance, we will ensure your needs are met during the flight delay (including lengthy tarmac delays at U.S airports). We aim to provide assistance in line with Part 382 of the US Department of Transportation Regulations and our General Conditions of Carriage.
Delayed baggage
If your baggage doesn’t arrive on the same flight to or from the U.S, we will do our best to deliver it within 24 hours. In case your baggage is delayed, lost or damaged, we will reimburse your costs in line with the provisions outlined in the Montreal Convention.
24 hour cancellation guarantee — flights to/from the U.S.
If you choose to cancel a booking for a flight to or from the U.S within 24 hours of purchase, we will refund the ticket in full, including the transaction fee, if the booking was made at least one week prior to the flight.
Refunds
Please be informed that we issue refunds only to the credit card used at the time of booking and it will take up to 15 business days for the funds to be transferred back to your card.
Cash payments will be reimbursed to a nominated account within 20 days.
We will also refund charges for extra services that were not provided due to an over-sale situation or flight cancellation.
Overbooking
In the unlikely event, where we might have a shortage of seats on one of our flights, all overbooked passengers will be handled in a fair and consistent manner according to Part 250 of the US Department of Transport Regulations and our policies and procedures for determining boarding priority.
Other travel policies
All our travel policies, cancellation help and aircraft seating configuration is available on our website www.primeraair.com and can also be inquired through our Customer Service.
Share your comments
If you would like to give us some feedback or have any concerns, we advise you to get in touch with us through our Customer Centre via e-mail. We will contact you within 24 hours. Every suggestion gives us a chance to improve our services.