TAM is committed to providing our customers with a high level of service to ensure that our customers have a positive experience while traveling with us. Accordingly, TAM has developed this Customer Service Plan to explain certain of our policies consistent with U.S. Department of Transportation Regulations. TAM’s Customer Service Plan applies to all scheduled TAM flights operated to and from the U.S.
1) Offer the Lowest Available Fare
TAM will disclose on its U.S. website, at its ticket counters, or when a customer calls its reservation center to inquire about a fare or to make a reservation, that the lowest fare offered by TAM for which the customer is eligible based on flight, date and class of service requested may be available elsewhere if that is the case.
2) Notifying Customers of Known Delays, Cancellations and Diversions
TAM will provide to passengers who are ticketed or hold reservations, and to the public, information about a change in the status of a flight within 30 minutes of becoming aware of such change as required by 14 CFR 259.8 of the DOT’s Regulations.
3) Deliver Baggage on Time
TAM strives to deliver all checked baggage on time. In the event your checked bag is delayed or misplaced, TAM will make every reasonable effort to return your mishandled bag within 24 hours. TAM will also compensate passengers for reasonable expenses that result due to delay in delivery of baggage as required by applicable international agreements for international flights, and reimburse passengers for any fee charged to transport a bag if the bag is lost.
4) Allow Reservations to be Held or Cancelled for a Certain Period of Time
TAM will allow reservations to be held at the quoted fare without payment, or if purchased cancelled without penalty, for at least 24 hours after the reservation is made if the reservation is made one week or more prior to the flight’s scheduled departure.
5) Provide Prompt Ticket Refunds
TAM will provide prompt refunds for eligible tickets as required by 14 CFR 374.3 and 12 CFR Part 226 for credit card purchases (i.e., within seven business days of receipt of complete refund request) and within 20 days after receiving a complete refund request for cash and check purchases, including refunding fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation.
6) Properly Accommodate Passengers with Disabilities and Special Needs
TAM will properly accommodate passengers with disabilities, as required by DOT’s Regulations implementing the Air Carrier Access Act (14 CFR Part 382), and other special-needs passengers as set forth in TAM’s policies and procedures, including during lengthy tarmac delays.
7) Meeting Customers’ Needs During Lengthy Tarmac Delays
TAM will meet its customers’ essential needs during lengthy tarmac delays as required by 14 CFR 259.4 of DOT’s Regulations and as set forth in TAM’s Contingency Plan for Lengthy Tarmac Delays. This includes providing adequate food and potable water to passengers no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac. TAM will also provide operable lavatory facilities and adequate medical attention, if needed, while the aircraft remains on the tarmac.
8) Treating Passengers Fairly and Consistently in the Case of Oversales
TAM will handle “bumped” passengers with fairness and consistency in the case of oversales as required by 14 CFR Part 250 of DOT’s Regulations and as described in TAM’s policies and procedures for determining boarding priority.
9) Disclosing Cancellation Policies, Frequent Flyer Rules, Aircraft Seating Configuration and Lavatory Availability
TAM will disclose cancellation polices, frequent flyer rules, aircraft seating configuration, and lavatory availability on its U.S. website, and upon request, from its telephone reservations staff.
10) Notification of Travel Itinerary Changes
TAM will notify customers in a timely manner of changes in their travel itineraries.
11) Ensuring Responsiveness to Customer Complaints
TAM will respond to consumer problems as required by 14 CFR 259.7 of DOT’s Regulations. This includes acknowledging in writing written complaints within 30 days of receipt and sending a substantive written response within 60 days of receiving a written complaint.
TAM will also make available the mailing address and e-mail or web address of the designated department in TAM with which to file a complaint about its scheduled service to and from the U.S. on its U.S. website, on all e-ticket confirmations (for travel to and from the U.S.) and, upon request, at each ticket counter and boarding gate staffed by TAM or a contractor of TAM.
12) Provide Services to Mitigate Inconveniences Resulting from Cancellations and Misconnections
In an effort to minimize the inconveniences passengers experience from flight cancellations and misconnections, TAM will:
- Attempt to contact you in advance about a flight cancellation using the contract information you provide with your reservation.
- Attempt to confirm you on the next available flight TAM operates that has seats available in the same class of service if rebooking is necessary. TAM will provide information about your rebooked flight on its U.S. website, at airport ticket counters, gates and kiosks, and through its telephone reservation line.
- TAM will provide meal allowances and hotel accommodations at TAM contracted facilities, based on availability, if you are inconvenienced overnight while away from home or destination due to a delay, misconnection or flight cancellation that is within TAM’s control.