Compensation and Assistance Policy EU
GENERAL COMPENSATION AND ASSISTANCE POLICY
IN CASE OF DENIED BOARDING, CANCELLATION OR DELAY OF
SURINAM AIRWAYS FLIGHTS
DEPARTING FROM THE EU
Dear Customer,
Surinam Airways offers in the case of:
- denied boarding or
- cancellation of your flight or
- delay of more than 5 hours, compensation and assistance, depending on the specific situation.
You may consult this leaflet for the conditions that apply for compensation and assistance in case of flights departing from an EC - airport.
Please accept our sincere apologies for the inconvenience which you may possibly experience.
However, we put first and foremost reliability and safety, while taking all necessary measures to prevent delays, cancellations and denied boarding.
Surinam Airways Customer Service
IN CASE OF DENIED BOARDING
When there are too many passengers for the seats available, we will first ask for volunteers to give up their seats in return for compensation and assistance as described herein.
If insufficient volunteers then we will deny boarding to passengers against their will.
These passengers are then entitled to compensation and assistance, unless they have presented themselves for check-in within the required time, except where there are grounds to deny them boarding, such as reasons of health, safety or security, or inadequate travel documentation.
Compensation in case of denied boarding
A financial compensation of Euro 600 will be offered to passengers at the airport.
Assistance in case of denied boarding
Passengers shall be offered the choice between:
- Rerouting under comparable transport conditions, to their final destination on the first available flight. Subject to 50% reduction if re-routing within 2/3/4 hours is offered
- Reimbursement of the ticket for the part of the journey not made, if the flight is no longer serving any purpose in relation to the passenger’s original travel plan.
Moreover passengers shall be offered free of charge:
- Hotel accommodation and meals for non-residents, in cases where a stay becomes necessary (including transport to and from the airport)
- One telephone call, one fax message, or one e-mail.
IN CASE OF CANCELLATION
In case the passenger is not informed of the cancellation at least two weeks before the scheduled time, passengers have the right to assistance.
Compensation in case of cancellation
A financial compensation of Euro 600 will be offered to passengers at the airport.
Assistance in case of cancellation
Passengers shall be offered the choice between:
- Rerouting under comparable transport conditions, to their final destination on the first available flight. Subject to 50% reduction if re-routing within 2/3/4 hours is offered
- Reimbursement of the ticket for the part of the journey not made, if the flight is no longer serving any purpose in relation to the passenger’s original travel plan.
Moreover passengers shall be offered free of charge:
- Hotel accommodation and meals for non-residents, in cases where a stay becomes necessary (including transport to and from the airport)
- One telephone call, one fax message, or one e-mail.
IN CASE OF DELAY:
When Surinam Airways reasonably expects a flight to be delayed beyond its scheduled time of departure of five hours or more, the passengers will be offered:
- Hotel accommodation and meals for non-residents, in case where a stay becomes necessary (including transport to and from the airport)
- One telephone call, one fax message, or one e-mail.
When the delay is at least five hours or more, passengers shall be offered:
- Reimbursement of the ticket for the part of the journey not made, if the flight is no longer serving any purpose in relation to the passenger’s original travel plan and a return flight to the first point of departure, when relevant.
DEMANDS FOR COMPENSATION AND OTHER MATTERS
As previously indicated, the passenger shall be offered the choice of reimbursement of the ticket for the part of the journey not made, if the flight is no longer serving any purpose in relation to the passenger’s original travel plan, in case of denied boarding, cancellation or delay of 5 hours or more. This regulation does not apply to passengers who travel on a reduced ticket, which is not available to the general public.
If you wish to contact our company to file a complaint or a demand for financial compensation or a compliment, you are kindly invited to do so in writing even if this means just sharing your travel experience with us.
Feel free to contact us on the following address:
Surinam Airways Customer Service
Dokter Sophie Redmondstraat 219
Paramaribo
Telephone : 597-433427/433408
Fax number: 597-465115/432092
