We at AirPlus strive to provide the highest possible level of service and maintain a healthy customer relationship at all levels. We recognize that there may be instances when these standards are not met. In these cases, we want to handle each complaint in a timely, fair and acceptable manner.
The steps below show you what to do if you are dissatisfied with the service we have provided and wish to make a complaint regarding AirPlus International, our services, products or any individual working for AirPlus.
What to do if you wish to make a complaint
We want to resolve your complaint as soon as possible. In order to do this, we would be grateful if you could provide the following details:
Please contact your local Customer Service team with these details. They will make every effort to resolve your complaint immediately.
A list with local contact details can be found on any of our local websites (www.airplus.com).
What we will do
If you are still dissatisfied
If you remain dissatisfied with the proposed outcome you receive from us, you may request a review of your complaint by the Arbitration Panel of the Deutsche Bundesbank (Taunusanlage 5 – 60329 Frankfurt am Main – Germany, firstname.lastname@example.org ). They provide a free, independent service for resolving disputes.
Positive action on complaints
We value your feedback. Letting us know when you are unhappy with our service gives us the opportunity to put matters right for you and to improve our service for everyone.