Customer Service Plan

Giving notice of known delays, cancellations and diversions

Within thirty minutes of becoming aware of a change, National will provide information on the status of known cancellations, and delays or diversions greater than thirty minutes, by making announcements in the boarding gate area, on flight departure display screens in the airport, on its websites, and through its Reservation/Customer Service Agents at 1-855-757-6999.

Delivering baggage on time

National Airlines will make best efforts to deliver baggage on time. In the event a bag does not arrive to a passenger’s destination city, National will make reasonable efforts to locate and deliver the misplaced bag within twenty-four hours. National will offer compensation for reasonable expenses (such as for toiletries) that result due to the delay in delivery for domestic flights, and as required by applicable international agreements for international flights. Receipts will be required. If National cannot locate a bag within twenty-one days, the bag will be considered lost. National will reimburse any fee charged to transport the lost bag. In addition, National will compensate for lost luggage as outlined in National Airlines’ Contract of Carriage in Chapters 8 (Domestic flights) and 12 (International flights). Before leaving the airport, passengers must notify National Airlines’ agent at the airport if their checked baggage did not arrive. To follow-up, passengers may call National’s Reservation/Customer Service Center at 1-855-757-6999.