Customer Service Plan

Villa Air Customer Service Commitment

Villa Air strives to be the leader in Airline Industry in Maldives. Our goal is to provide quality and genuinely heartfelt customer service each and every time customers contact us, whether it is by phone, via email or in person.

We are committed to providing the highest possible level of service and make every flight a positive experience for our customers.

To do this we will nurture a service culture that is customer focused and that places a high value on delivering excellent customer service. We will promote customer service values among our employees such that customers are treated courteously and fairly. We will ensure our employees listen to customers, are honest and take ownership customer related matters.

We will strive to promote safe and punctual flights, friendly and professional services, innovative and efficient operations. We will ensure service standards and quality is our priority every step of the way – from passenger reservations, ticketing and ground services to inflight facilities and catering.

Offering the Lowest Fare

Villa Air will disclose the lowest fare offered by Villa Air on our website, at the ticket counter, ticketing offices and Passenger Sales Agents or when customers call our telephone reservation services to enquire about a fare or make a reservation.

Baggage Handling and Delivery

Villa Air will ensure the highest possible standards are maintained in handling customer baggage. It is our commitment to ensure our customers and their belongings travel together on the same flight as scheduled and in their original condition.

We will make every reasonable attempt to return mishandled baggage within 24 hours, compensate passengers for reasonable expenses associated with delayed delivery as required by applicable international agreements and our general conditions of carriage, and reimburse customers for lost baggage.

Providing Ticket Refunds

Villa Air will provide prompt refunds after receiving a complete refund application when they are due in accordance with our General Conditions of Carriage.

For credit card purchases, we will submit the request for a refund to the credit card issuer within Seven (7) days of receiving refund request from customer. For purchases made by cheque or cash, we will refund payment within Fifteen (15) working days upon receiving a refund request from the customer.

Customer Notification of Known Delays, Cancellations, and Diversions

In the event Villa Air is required to Cancel, Divert or Delay flights, we will strive to provide the best available information concerning the duration of delays and, to the extent available, the flight’s anticipated departure time. We shall communicate such information in the English language to our resort customers and in English & Dhivehi to the general flying public to other domestic airports. We shall communicate within thirty (30) minutes after we learn of a delay, cancellation or diversion.

We shall provide this information at the airport departure gate (when assigned), and onboard an affected aircraft. Our customer service staff or reservation office will also contact customers on a best-effort basis and as soon as practicable based on the contact information provided in customer reservation to avoid any inconvenience to our customers when travelling to the airport.

Responding to Customer Complaints

We truly believe our customer feedback is of utmost importance to us. It is our commitment to respond to all written complaints as soon as practicable upon receipt of a complaint. Dedicated members of our team will endeavour to resolve customer complaints to the best of their abilities. Every case is unique in nature. Hence some of them could be complicated and may take longer to resolve.

We will put every effort practical to acknowledge receipt of written complaints within Seven (7) working days of receipt and will send a substantive response within Fifteen (15) working days of receipt of the complaint.

Meeting customer’s essential needs during lengthy delays

We are committed to operating a reliable schedule such that all our flights arrive and depart on time. In the event of lengthy delays we will endeavor to meet passengers’ essential needs as practical as possible. As such we will provide food/refreshments, water, lavatory facilities, and access to medical treatment, and transportation to mitigate inconveniences experienced by passengers resulting from such flight delays.

Villa Air will not be liable to carry out these mitigating efforts in cases where the flight cancellations, delays and misconnections arise due to factors beyond the airline’s control, for example, acts of God, acts of war, terrorism etc, but will do so on a best effort basis.

Passengers with Disabilities and other Special Needs

Villa Air shall provide special assistance to customers with disabilities and other special needs during lengthy delays. This will include:

Provision of wheelchair assistance for transportation up to the Aircraft, from, and between Departure Gates.
Provision of first aid facility where applicable and get medical attention to our customers through Port Health Authorities where necessary.
Provision of priority and boarding assistance to customers with special needs. We will also give priority and provide boarding assistance for families with children.

Customer Enquiries

Villa Air will provide customer service and general enquiries hotline. The service will be manned between 09:00hrs to 23:00hrs daily. We will endeavor to provide a substantive response within 30 minutes for all general enquiries by phone.

Our Staff and Preparedness

We employ highly professional and trained staff – they are notable achievers. To maintain our service standards and quality we will continuously train and retrain our staff. We will prepare our employees to always act in a professional and ethical manner.