Customer Service Plan of Sky High Aviation Service Dominicana, S.A.
Sky High Aviation Service Dominicana, S.A. (“Sky High”) is committed to providing an exceptional experience to each of our passengers. Since our inception in 2012, we have maintained a clear and bold vision: to elevate the standards of Dominican aviation, bringing quality, service, and safety to unprecedented levels of excellence.
While we strive to meet these high service standards, we understand that unforeseen events may occasionally arise. Nevertheless, we make every effort to resolve any inconvenience to ensure your experience is as satisfactory as possible.
This plan reflects the goals and commitments that guide our work. At Sky High, every passenger is highly valued, and we are dedicated to making each flight an unforgettable experience, with a constant focus on ensuring your safety, comfort, and convenience.
Notification of the Lowest Fares
If a customer calls our reservations office or visits our ticket sales offices or counters, they will be offered the lowest available fare, excluding internet fares, as long as specific dates and times are provided, and availability exists for the required number of passengers at that fare.
We highlight that our promotional fares are usually the most economical; however, they may have some restrictions and may be limited to specific sales channels. We recommend purchasing your ticket as early as possible and checking our website: skyhighdo.com, where we present all available fares.
Notification of Delays, Cancellations, and Flight Diversions
We will strive to notify ticketed passengers and the general public if a flight’s status changes. A change in flight status includes a cancellation, diversion, or delay of more than 30 minutes. We will notify passengers and the public about any changes within 30 minutes of becoming aware of the change, using all available means. If we become aware of additional changes to the flight status, we will notify passengers and the public within 30 minutes of becoming aware of the additional change. We will also provide flight status information to passengers at the boarding gate area, through our telephone reservations system, and in response to inquiries made by any person.
To the extent that flight status displays or other informational screens at the airport where the delay, cancellation, or diversion occurs are controlled by us, we will use these screens to notify customers of the flight status change within 30 minutes of becoming aware of the change. If the screens are controlled by the airport, we will provide the necessary information to airport authorities within 30 minutes of becoming aware of the change.
Timely Delivery of Baggage
We will make every effort to ensure that your luggage travels on the same flight as you. If your luggage does not arrive with you, you must file a lost luggage claim before leaving the airport. This will help us locate your luggage and explain the recovery process to you.
Once your lost luggage is located, we will deliver it to your local address. If you incur expenses due to these delays and are eligible for compensation under applicable treaties or conventions, we will reimburse reasonable and necessary expenses, as appropriate. If you paid a fee to transport your luggage and it is lost, we will refund the fee you paid.
If it is confirmed that your luggage was mishandled, you may be eligible for compensation. The amount of compensation will be determined based on the facts and in accordance with our customer service policy.
If you did not file a luggage claim and left the airport premises, please send your claim to the following email: [email protected]
For assistance or to follow up on a request related to your luggage, you can contact us via:
- Phone Assistance: +1 (809) 591 4412
- WhatsApp: +1 (809) 720-5623
- Toll-Free Line for the USA: +1 (833) 957 0479
- Email: [email protected].
24-Hour Penalty-Free Cancellation and Changes
Within the first 24 hours of ticket issuance, we will allow you to cancel your reservation, provided it is made at least 24 hours before the flight’s departure time to avoid NO SHOW charges. Refunds will be processed using the same payment method employed in the original transaction.
Within the first 24 hours of ticket issuance, you can make penalty-free changes, provided the travel date is at least 24 hours before the flight’s departure time. In the case of itinerary changes, additional charges for fare differences may apply.
If you have questions about these policies, you can contact us via:
- Phone Assistance: +1 (809) 591 4412
- WhatsApp: +1 (809) 720-5623
- Toll-Free Line for the USA: +1 (833) 957 0479
- Email: [email protected].
Prompt Ticket Refunds
As long as your ticket qualifies for a refund, we will do our utmost to process your request as quickly as possible. Some countries have different refund regulations, and if so, Sky High is committed to complying with them.
Sky High is committed to issuing refunds if the cancellation of a flight by the airline prevents it from operating as scheduled, except in cases of passenger breach of the transportation contract, government requests, unforeseen circumstances, or force majeure. In certain cases, we will also refund optional service charges that the passenger could not utilize.
Eligible ticket refunds will be processed within 20 business days of receiving all necessary passenger information. For eligible tickets purchased within the U.S. with a credit card, refunds will be processed within seven (7) business days of receiving all necessary passenger information. (Credit card refunds may take several billing cycles to appear on your statement. Please contact your credit card company to ensure the refund was processed correctly.)
When requesting a refund, you must submit the receipt of a valid ticket or optional products and services before the expiration date (one year after the issue date), a brief written explanation of the reason for your request, your name, a passport image, address, and phone number. Additional information may be required based on case evaluation.
Please note that some requests may take longer. We are not responsible for extended processing times.
To request a refund, please contact us via:
- Phone Assistance: +1 (809) 591 4412
- WhatsApp: +1 (809) 720-5623
- Toll-Free Line for the USA: +1 (833) 957 0479
- Email: [email protected].
Proper Accommodation for Customers with Disabilities and Special Needs
If you have a disability or special needs, we are committed to providing you with a safe, comfortable, and hassle-free journey. Our team is prepared to offer the necessary support at all times, from boarding to arrival, ensuring your travel experience is as accessible and enjoyable as possible.
At Sky High, we are firmly committed to inclusion and respecting the rights of all our passengers. In accordance with the U.S. Department of Transportation’s “Air Carrier Access Act,” we ensure fair, accessible, and respectful treatment for all requiring special assistance due to a disability.
For more information about the “Air Carrier Access Act,” visit the Aviation Consumer Protection Division’s website: https://www.transportation.gov/airconsumer.
Customer Accommodation During Exceptional Delays
When one of our flights experiences a lengthy tarmac delay, our “Contingency Plan for Extended Tarmac Delays” will be activated to ensure customers’ needs are addressed during the delay.
You can consult our Contingency Plan for Extended Tarmac Delays.
Overbooking
If a flight is overbooked and more confirmed passengers are present at the boarding gate than can be accommodated, our representatives will seek volunteers to give up their seats. Volunteers will receive compensation and be rebooked on a later flight. If there are insufficient volunteers, we may have to involuntarily deny boarding in accordance with our boarding priority rules. Typically, boarding denial is based on check-in time, but other factors like severe hardships and fare paid may also be considered.
If you are denied boarding due to overbooking, we will rebook you on our next available flight at no additional cost. If this flight is not convenient, you may be eligible for compensation.
If you have questions or would like more information about our overbooking policies and passenger compensation for involuntary denied boarding, please consult one of our representatives or review our Air Transportation Contract.
Notification of Itinerary Changes
We will make every effort to notify you as quickly as possible about any changes to your travel itinerary. If you have questions about an upcoming flight, contact us via any of our touchpoints:
- Phone Assistance: +1 (809) 591 4412
- WhatsApp: +1 (809) 720-5623
- Toll-Free Line for the USA: +1 (833) 957 0479
- Email: [email protected].
Delays, Cancellations, and Diversions Caused by Sky High
If your flight is canceled, significantly delayed, or a delay causes you to miss your connection, we will rebook you on our next flight with available seats at no additional cost. If there are no available Sky High flights in the coming days, we will do our best to rebook you on a flight with another airline.
In cases where a delay, cancellation, or diversion is caused by us, we will provide accommodation, transportation, and meals upon request, as applicable and appropriate.
If you decide not to fly due to a flight cancellation, diversion, or significant delay, you can request a refund for the unused portion of your ticket and any related optional fees.
Delays, Cancellations, and Diversions Beyond Our Control (Force Majeure)
If the delay, cancellation, or diversion is due to events beyond our control (force majeure), you are responsible for your own accommodation, meals, and unforeseen expenses.
If you decide not to fly due to a flight cancellation, diversion, or significant delay, you may request a credit note for the unused portion of your ticket and any related optional fees.
Response to Customer Complaints
If a passenger has an unsatisfactory experience on one of our flights or with one of our employees, they may file a complaint with our Customer Relations Department. Each complaint will be reviewed by a member of our staff and acknowledged in writing within 30 days of receipt.
Customer Relations can be contacted immediately by calling our listed points of contact, visiting our website at skyhighdo.com, or sending an email to [email protected].
Legal Notice
This Customer Service Plan does not create contractual or legal rights, nor does it legally bind Sky High for actions taken in accordance with this plan. Sky High’s contractual rights and obligations are listed in the company’s conditions of carriage and applicable tariffs. These resources provide customers with additional information on the matters addressed here.
