Royal Jordanian Customer Service Plan is the result of the new rules put forth by the U.S. Department of Transportation to address the key service elements that most affect our customers. This Customer Service Plan is explicitly separate from and not a part of Royal Jordanian' Contract of Carriage.
Our customer service plan is intended to provide you with information regarding Royal Jordanian' policies, procedures and methods for handling certain aspects of your travel on our airline, including those exceptions that may occur in your travel plans.
Offer the lowest fare available
Through its telephone reservations systems, website (rj.com), at airports and through city ticket offices, Royal Jordanian will offer the lowest fare available for which the customer is eligible based on the date, flight and Class of Service requested.
Royal Jordanian' agents are trained to offer customers the lowest available fare in the market. This includes all agents representing Royal Jordanian at our reservations centers, airport ticket counters and city ticket offices. Royal Jordanian' reservations' policy and practice dictates that all reservations agents sell the lowest available fare in a given market per flight segment unless otherwise specified by the consumer (i.e., First Class or unrestricted Coach). Reservations agents utilize automated methods through the computer reservations system to accomplish this.
Notify customers of known delays, cancellations and diversions
When unforeseen problems occur and flights are delayed, canceled or diverted, Royal Jordanian will make every effort to notify customers at the airport and onboard an affected aircraft, in a timely and accurate manner, with the best available information regarding known delays, cancellations and diversions.
Royal Jordanian policy is to provide updated announcements no later than every 30 minutes. Details of the delay will be announced as communicated via flight information found in the reservation and check-in computer system and from the Operation Control Center.
Cancellations prior to departure date
Royal Jordanian agents make every attempt to contact customers when their flight cancels prior to day of departure. The Reservations Department rebooks customers and handles callbacks for customers prior to the day of departure.
Flight cancellations at the airport
In the event of a flight cancellation, Royal Jordanian will do everything possible to accommodate customers on the next Royal Jordanian flight, providing space is available. Depending on the type of ticket purchased, the reason for the flight irregularity and availability, in most instances Royal Jordanian will also rebook customers on other airlines. Royal Jordanian will communicate to customers the reason for the cancellation and alternatives available.
Holding or Canceling reservations
For all stations except the USA/Canada, reservations made on rj.com or through the Royal Jordanian Call Center may be held at the quoted fare without payment, or canceled without penalty, up to midnight (Amman local time) on the same day the reservations are made, if the reservation is made more than one week from the date of purchase by calling Royal Jordanian's call center at +96265100000. This penalty-free grace period does not apply to special promotional fares/non-refundable fares etc.
For bookings made in the USA/Canada for travel to/from USA/Canada you may cancel within 24 hours from the time of reservation without any penalty (based on the local time of where booking was made and regardless of the type of fare booked promotional/non-refundable etc.).
Services to mitigate passenger inconvenience from cancellations and misconnections
Non-diversion cancellations and missed connections
When a Royal Jordanian flight on which the customer is being transported is canceled or causes a missed connection, due to reasons within the control of Royal Jordanian, creating an overnight stay, for the customer, Royal Jordanian will provide one night's lodging.
Royal Jordanian will pay for: Hotel room (Royal Jordanian will not cover: room service, alcohol, or movies, laundry or other hotel services)
Ground transportation (if not provided by the hotel)
Passengers without baggage will be reimbursed upon presentation of receipts for reasonable incidentals such as toiletries needed until they are reunited with their baggage
Royal Jordanian will not provide hotel accommodations when a flight is canceled or causes a missed connection due to circumstances beyond our control, such as weather or Air Traffic Control decisions. Additional exceptions where Royal Jordanian will not provide hotel accommodations include:
- To a customer whose trip is interrupted at a city which is his/her origin point, point of scheduled temporary stay or his/her permanent domicile.
- When the destination designated on the customer's ticket, and the flight on which the customer is being transported, is diverted to another city or airport in the same metropolitan area due to weather or other causes beyond Royal Jordanian' control.
- In cases where Royal Jordanian will not provide one night's lodging, Royal Jordanian will provide passengers a list of hotels/motels, which offer a distressed rate when flight(s) are canceled.
Diversion (Flight is diverted to an alternate airport and canceled)
The pilots or flight attendants will advise the customers of the reason for the diversion. The customers may need to remain onboard. When time permits, the flight attendants will provide a limited beverage service. In the cases when the customers must deplane, all carry-on baggage and personal property must be removed from the cabin.
- Alternate airport operation:
Some irregular operations may require landing at alternate airports, with bus service to the final destination. It is acceptable to allow a customer to leave directly from an alternate airport without requiring him/her to travel to the final destination.
- City served by Royal Jordanian:
When a flight (aircraft) is diverted to a city served by Royal Jordanian or codeshare partner, and canceled, the customer service representatives in that city will reaccommodate customers on either the next Royal Jordanian flight or the next available flight via another carrier.
- City not served by Royal Jordanian:
When a flight (aircraft) is diverted and then canceled in a city not served by Royal Jordanian or a codeshare partner, the customer service manager in Royal Jordanian' Operations Control Center will make arrangements with other carriers and/or hotel accommodations. Once the flight attendants receive word from the flight deck, they will communicate to the customers the reason for the diversion (if they are permitted to disclose), estimated time of departure and/or accommodations. If the flight is canceled, subject to availability, passengers will be reaccommodated via another airline. The flight attendants and flight crew will be the Royal Jordanian representatives for the customers.
- Hotel accommodations & diversions to cities not served by Royal Jordanian or a Codeshare partner:
When alternate transportation is unavailable until the following day and overnight accommodations are required, the flight attendants and flight crew will communicate to the passengers which expenses Royal Jordanian will pay.
The following is a list of what Royal Jordanian will pay for providing the cancellation is due to anything other than weather:
- Hotel room (Royal Jordanian will not cover room service, alcohol, or movies)
- Ground transportation (if not provided by the hotel)
- Passengers without baggage will be reimbursed upon presentation of receipts for reasonable incidentals such as toiletries needed until they are reunited with their baggage.
On-time baggage delivery
Royal Jordanian makes every reasonable effort to deliver bags in a timely manner (within 24 hours) and will attempt to contact any customer whose unclaimed, checked luggage contains a name and address or telephone number.
An example of a situation that may prevent baggage from being returned within 24 hours is when the bag tag is missing and the identification on the outside of the checked baggage does not contain a phone number.
Royal Jordanian advises all customers to place identification on the inside and the outside of all checked baggage. This enables our agents to contact passengers who have not claimed their checked baggage. Agents are instructed to call the phone number listed on the bag tag should an unclaimed checked bag be found.
Customers must submit written notice of delayed baggage within four hours of flight arrival. When a customer reports a delayed bag, the baggage tracing system is used to initiate the search. Tracing efforts begin as soon as the delay is reported. Royal Jordanian realizes the concern and inconvenience and will do everything possible to quickly reunite the customer and their baggage.
When customers have made a claim within four hours of flight arrival and baggage is delayed for 24 hours or longer after making a claim, Royal Jordanian provides our customers interim expenses to purchase toiletries and clothing. The following guidelines apply:
- Reimbursement for reasonable interim expenses, such as toiletries will be considered upon submission of receipts
- Interim expense allowance is paid per ticketed customer, not per bag
- No compensation is allowable in the customer's domicile
- Receipts must be submitted for reimbursement [A1].
Properly accommodate passengers with disabilities and special needs
Royal Jordanian is dedicated to providing safe, convenient and reliable travel to all individuals. All Royal Jordanian employees are trained to comply with the Air Carrier Access Act (14 CFR Part 382). In accordance with the Air Carrier Access Act, Royal Jordanian will not discriminate against any disabled individual. Employees who interact with disabled passengers will exhibit kindness, awareness and respect. Royal Jordanian has employees that have been trained as Complaint Resolution Officials at every airport to answer questions.
For more information please click here for disabled passenger needing assistance
Royal Jordanian accepts unaccompanied minors five (5) years through fourteen (14) years of age on nonstop flights only. An escort service charge of $100 per direction applies to all unaccompanied minors on Royal Jordanian' flights. Minors' age 15 through 17 years are accepted without restrictions. Children 15 and older are not subject to the unaccompanied minor policies.
Exception: Children 15 through 17 years of age can be made an unaccompanied minor at the parents' discretion by paying the escort fee. When the escort fee is paid, all unaccompanied minor policies and procedures will be followed.
Royal Jordanian will provide services and equipment for disabled individuals when requested by or on behalf of disabled individuals. Royal Jordanian will not impose charges for providing facilities, equipment or services. Examples of the services and equipment that will be provided to disabled individuals include:
- Assistance with boarding and deplaning and the use of ground wheelchairs, onboard wheelchairs, and ramp or mechanical lifts
- Provide lifts, ramps or aisle chairs to assist the disabled passenger where loading bridges are not available
- Onboard assistance with seating as part of the boarding and deplaning process, stowing and retrieving of carry-on items, and dining preparation such as opening packages or identifying food
- Provide telecommunication devices for the deaf (available toll-free (TDD) 24 hours per day, seven days per week)
- Permit accompanying service animals in the cabin free of charge
Meet essential needs during long on-aircraft delay
Royal Jordanian never intends to cause undue stress or harm to our customers. However, due to unforeseen circumstances, there may be times when an aircraft is either unable to take off or may have to wait for a gate to become available. In the event that something like this occurs, Royal Jordanian maintains contingency plans and policies. A plan has been developed for both arriving and departing aircraft.
Royal Jordanian will provide food, water, lavatory facilities, access to medical treatment, and an opportunity to deplane in accordance with it contingency plan for length tarmac delays.
The pilots will frequently communicate with Royal Jordanian' Operations Control Center, Station Operations and/or the Ramp Control Tower for updated information. The pilots and/or the flight attendants will keep the passengers informed.
