Notifications of Delays, Cancellations, Diversions
In the event of flight-schedule changes or service withdrawals, AirTran will attempt to notify affected passengers as early as possible.
Passengers are encouraged to reconfirm their itinerary 24 to 48 hours prior to departure and to ensure that AirTran has updated contact information. If there is a disruption in service, in which the flight is canceled, delayed for 30-plus minutes, or diverted, AirTran will notify customers of their revised flight status within 30 minutes of becoming aware of the flight irregularity.
Cancellations by Traveler
All AirTran fares are nonrefundable (except Business Class) and a $150 fee per person applies to any change made after purchase, plus any applicable increase in airfare. Failure to cancel the reservation one hour prior to departure will result in forfeiture of airfare.
Reservations must be canceled at least one hour prior to departure, and there is a $150 fee per passenger to cancel a reservation. The remaining balance will be placed in a credit file, which may be used toward future bookings for up to one year from the date of the original booking. Failure to cancel reservations one hour prior to departure will result in the forfeiture of airfare.
Refundable tickets: The fare paid for unused travel by passengers who purchase fully refundable, unrestricted tickets, including taxes, security fees, and Passenger Facility Charges, may, for any reason and upon request or surrender of the unused ticket, either be refunded or applied as travel credit via a credit file toward the purchase of future travel for the originally ticketed passenger. Credit may be honored up to one year from the original date of ticket purchase.
Cancellations Within Airline Control
Changes at the airport on the day of travel: Customers have two options for changing to a flight other than their reserved flight at the airport only on the day of travel. Based on space availability, customers may reserve a confirmed seat on an earlier flight to the same destination for a $50 fee per segment. Or, customers can standby for another flight to the same destination at no charge. Reservations may be canceled without penalty within 24 hours after the reservation is made if the reservation was made one week or more prior to a flight's departure.
In the event of a cancellation, AirTran will prioritize rebooking customers on the next available flight to their destination, either direct or with connections through other airports. When a customer's flight is canceled, AirTran will make the following options available to the customer: The passenger will be rebooked on another flight, a credit will be established for the total fare paid for each unused segment, or the total fare paid for each unused segment will be refunded. An administrative service fee will not be charged for the option selected.
If a passenger's scheduled flight is canceled before the passenger has reached his or her final destination as a result of a flight cancellation, carrier-caused missed connection, flight delay, or omission of a scheduled stop, AirTran will either transport the passenger at no additional charge on another AirTran flight, refund the fare for the unused transportation, or provide a credit for such amount toward the purchase of future travel.
In the event that AirTran cancels or fails to operate any flight according to its published schedule or changes the schedule of any flight, AirTran will, at the request of a passenger with a confirmed ticket on such flight, take one of the following actions: Transport the passenger at no additional charge on AirTran's next flight(s) on which space is available to the passenger's intended destination, in accordance with AirTran's established re-accommodation practices, or refund the unused portion of the passenger's fare. In the event that AirTran diverts any flight, AirTran, at its sole discretion, will take reasonable steps to transport the passenger to his or her final destination or to provide reasonable accommodations.
When an AirTran flight is canceled, creating an overnight stay, a customer will be provided with one night's lodging (subject to availability).
Cancellations Beyond Airline Control
In the event of a cancellation, AirTran will rebook customers on the first available alternate flight to their destination, either direct or with connections through other airports. When a customer's flight is canceled, AirTran will allow for the passenger to be rebooked on another flight or for a credit to be established for the total fare paid for each unused segment, or AirTran will refund the total fare paid for each unused segment.
AirTran customer-service representatives will make every attempt to keep customers informed when their flights are delayed. AirTran will communicate delay information at the departure gate every 30 minutes.
AirTran will not begin boarding flights if the flight will be delayed at the gate for two hours or more. In the event of a delay of known duration, AirTran will begin boarding no sooner than one hour prior to the estimated time of departure. Once the flight is available for boarding, a general boarding announcement will be made in the departure gate area and a "final call" will be made in the general terminal area.
If a passenger's scheduled flight is delayed before the passenger has reached his or her final destination as a result of a flight cancellation, carrier-caused missed connection, flight delay, or omission of a scheduled stop, AirTran will either transport the passenger at no additional charge on another AirTran flight, refund the fare for the unused transportation, or provide a credit for such amount toward the purchase of future travel.
Onboard Ground Delays
AirTran will strive to ensure that the aircraft does not remain on the tarmac for more than three hours for domestic flights or four hours for international flights, unless the pilot determines that there is a safety-related or security-related reason that the aircraft cannot leave its position on the tarmac to deplane customers or air-traffic control advises the pilot that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.
For delays approaching two hours, if it is safe to do so, AirTran will provide snacks and drinking water. Lavatories remain operable, first aid will be provided, and cabin temperatures should remain comfortable. Customers on the delayed flight will receive notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reason for the tarmac delay, if known.
Customers will be notified beginning 30 minutes after scheduled departure time 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.
Overbookings (Involuntarily Denied Boarding)
In the event of an oversold flight, AirTran shall request volunteers for denied boarding before using any other boarding priority. Any other passenger denied boarding is considered to have been denied boarding involuntarily, even if that passenger accepts denied-boarding compensation. AirTran will advise each passenger solicited to volunteer for denied boarding, no later than the time AirTran solicits that passenger to volunteer, whether he or she is in danger of being involuntarily denied board and, if so, the compensation that AirTran is obligated to pay if the passenger is involuntarily denied boarding.
If an insufficient number of volunteers come forward, AirTran may deny boarding to other passengers in accordance with AirTran's boarding priority rules. If the passenger holds a ticket, including a Zero Fare Ticket, for confirmed reserved space and presents himself or herself for carriage at the appropriate time and place, having complied fully with AirTran's requirements as to ticketing, check-in, and acceptability for transportation in accordance with the Contract of Carriage, and when resulting from substitution, for operational or safety reasons, of an aircraft having a lesser seating capacity than the aircraft originally scheduled, AirTran is unable to accommodate the passenger on his or her ticketed flight and such flight departs without the passenger.
The passenger will not be eligible for compensation if AirTran offers comparable air compensation or other transportation used by the passenger at extra cost that, at the time arrangements are made, is planned to arrive at the airport of the passenger's next stopover or final destination no later than one hour after the planned arrival time of the passenger's original flight or flights.
If the passenger is involuntarily denied boarding for an oversold flight, compensation shall be 200% of the fare to the passenger's destination or first stopover with a maximum of $650, if the carrier offers alternate transportation that, at the time arrangements are made, is planned to arrive at the airport of the passenger's next stopover or final destination more than one hour but less than two hours after the planned arrival time of the passenger's original flight.
Compensation shall be 400% of the fare to the passenger's destination or first stopover, with a maximum of $1,300, if AirTran does not offer alternate transportation that, at the time the arrangement is made, is planned to arrive at the airport of the passenger's first stopover or final destination less than two hours after the planned arrival time of the passenger's original flight.
Compensation will be paid by the carrier on the day and at the place where the denied boarding occurs, unless AirTran arranges, for the passenger's convenience, alternate means of transportation that departs before the payment can be made, in which case payment will be sent by mail or other means within 24 hours after the time the denied boarding occurs.
With the passenger's consent, AirTran may also offer vouchers toward free transportation in lieu of a draft payable to the passenger. The passenger may refuse AirTran's offer of travel vouchers and insist on receiving compensation by draft. Acceptance of compensation by the passenger relieves AirTran from any further liability to the passenger caused by AirTran's failure to honor the confirmed reservation.
For more information, visit AirTran.com.