Customer Service Plan

ExpressJet Airlines operates flights as American Eagle for our partner American Airlines, Delta Connection for our partner Delta Air Lines and as United Express for our partner United Airlines. We intend to work with our partners to provide a seamless customer experience featuring excellent customer service. We are also committed to fully comply with the Department of Transportation (DOT) requirements concerning certain customer protections by:

Offering the lowest fare available

ExpressJet Airlines, in collaboration with its business partners American Airlines, Delta Air Lines and United Airlines, intends to offer the lowest published fare to our customers. Please contact the respective reservation systems for Delta and/or Delta Connection flights or United and/or United Express flights regarding eligibility for the date, flight and class of service requested.

For American and/or American Eagle lowest fares, call 800-433-7300 or see Section 1 of American’s Customer Commitment.

For Delta and/or Delta Connection lowest fares, call 800-221-1212, or or see Section 1 of Delta’s Customer Commitment.

For United and/or United Express lowest fares, call 800-241-6522, or see Section 1 of United’s Customer Commitment.

Notifying customers of known delays, cancellations and diversions

ExpressJet Airlines is committed to providing full and timely information about the status of delayed, cancelled or diverted flights. Our flight crews are determined to provide consistent, timely updates on the status of flights, and the circumstances surrounding flight delays.

For American and/or American Eagle flights, call 800-223-5436, or see Delays, Cancellations and Diversion Events.

For Delta and/or Delta Connection flights, call 800-325-1999, or Delays, Cancellations, Diversions

For United and/or United Express flights, call 800-241-6522, see Section 2 of United’s Customer Commitment.

Delivering passenger baggage on time

ExpressJet Airlines will make every reasonable effort to ensure that when passengers place their belongings on our flights, they receive them on the same flight at their final destination. If there is a delay, passengers will be reimbursed for reasonable toiletry items and essentials until their belongings are delivered to them. To track delayed baggage, please visit the appropriate website below:

For American and/or American Eagle baggage, go to Baggage Delivery.

For Delta and/or Delta Connection baggage, go to On-Time Baggage Delivery.

For United and/or United Express baggage, see Section 3 of United’s Customer Commitment.

Allowing reservations to be cancelled without penalty for an amount of time, as defined by our business partners

ExpressJet Airlines operates flights on behalf of American Airlines, Delta Air Lines and United Airlines. Please contact the appropriate carrier for specific fare information and rules that may apply.

For American and/or American Eagle, call 800-433-7300 or see American’s Customer Commitment.

For Delta and/or Delta Connection, call 800-221-1212, or see Section 4 of Delta’s Customer Commitment.

For United and/or United Express information, call 800-241-6522, or see Section 4 of United’s Customer Commitment.

Providing prompt ticket refunds

All ticketing and refunds for ExpressJet Airlines are processed through, and controlled by our airline partners, American Airlines, Delta Air Lines and United Airlines. Each of these carriers is committed to providing prompt refunds.

For American and/or American Eagle, call 800-433-7300 or see American’s Ticket Refunds.

For Delta and/or Delta Connection, call 800-221-1212, or go to Prompt Ticket Refunds.

For United and/or United Express, call 800-241-6522, or see Section 5 of United’s Customer Commitment.

Properly accommodating our customers who have special needs with the level of attention, respect and care they deserve, including persons with disabilities. This includes during tarmac delays.

ExpressJet Airlines will make every effort to comply with all provisions of the Air Carrier Access Act. We conduct extensive training with our customer contact employees to ensure that passengers with special needs receive exemplary service. In addition, ExpressJet Airlines designates Complaint Resolution Officials to ensure the rights of our customers with disabilities are protected.

For American and/or American Eagle, go to Customers with Special Needs.

For Delta and/or Delta Connection flights, go to Customers with Special Needs.

For United and/or United Express flights, see Section 6 of United’s Customer Commitment.

Meeting our customers’ essential needs during lengthy tarmac delays

At ExpressJet Airlines, we seek to provide our customers with reliable transportation. However, there are times when weather, air traffic congestion or other factors beyond our control impact our operations. During these times, we will do everything possible to minimize delays as stated in our Tarmac Delay Contingency Plan (see below):

ExpressJet Airlines

American Airlines Policy

Delta Air Lines Policy

United Airlines Policy

Treating passengers who are involuntarily denied boarding (due to oversales) consistently and fairly, within the DOT requirements and according to the policies and procedures of our business partners

Upon request, we will advise you if a flight is oversold and provide our policies and procedures for involuntary denied boarding. If you are denied boarding, you will be booked on the next available flight to your original destination and compensated in accordance with DOT regulation.

For policies regarding American and/or American Eagle flights, go to Flights with Oversales

For policies regarding Delta and/or Delta Connection flights, go to Involuntary Denied Boarding.

For policies regarding United and/or United Express flights, see Section 8 of United’s Customer Commitment.

Disclosing travel itinerary, cancellations, frequent flyer rules and aircraft configurations

When traveling ExpressJet Airlines, we are committed to providing you with current and accurate information about your travel itinerary. Please visit the appropriate airline partner’s website for updated information regarding policies, including frequent flyer rules, aircraft information and more.

For American and/or American Eagle flight, Travel Itinerary, Cancellations, Frequent Flyer Rules, Aircraft Configuration.

For Delta and/or Delta Connection flights, Travel Itinerary, Cancellations, Frequent Flyer Rules, Aircraft Configuration.

For United and/or United Express flights, Travel Itinerary, Cancellations, Frequent Flyer Rules, Aircraft Configuration.

Ensuring good customer service from our partners

ExpressJet Airlines is committed to ensuring our customers receive a consistently high level of safety, reliability and helpful, courteous service. We are dedicated to working closely with our airline partners to make certain customer service policies and training align with our customer commitments.

Ensuring responsiveness to customer complaints

Feedback is critical to help us improve our customer experience. When customers have questions, complaints or concerns, we will respond promptly. ExpressJet Airlines will acknowledge written consumer complaints within 30 days of receipt and provide a substantive response to each complainant within 60 days of receiving the complaint. You may write to our Customer Care department at the following address:

ExpressJet Airlines
c/o Customer Relations
100 Hartsfield Center Pkwy
Suite 700
Atlanta, Georgia 30354

Please use the appropriate links below:

For American and/or American Eagle flights, visit American Airlines Customer Relations.

For Delta and/or Delta Connection flights, visit Delta Air Lines Customer Relations

For United and/or United Express flights, visit: United Airlines Customer Relations

In the event of a cancelled or misconnected flight, ExpressJet Airlines is committed to doing everything possible to reduce the impact and inconveniences for our customers

At ExpressJet Airlines, we train and expect our people to do everything possible to minimize inconveniences when flight schedules are interrupted. We commit to doing our best to keep you informed about the status of your flight when there is an operational irregularity. We will provide meals and overnight accommodations when flights are cancelled due to factors within our control, such as mechanical, station or flight crew issues. If there is a lengthy tarmac delay (more than two hours), or a flight diversion, we will provide water and snacks and ensure basic passenger needs are met. In some cases, if appropriate, ground transportation to your final destination may be provided in lieu of air travel.

© 2014 ExpressJet Airlines, Inc. all rights reserved