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Customer Service

 
 

Customer Service Commitment


Notify customers of known delays, cancellations, and diversions

As soon as we become aware of a service interruption, we will proactively take steps to help customers reach their intended destinations with minimal interruption. We will also notify the affected station so that staff can relay timely, clear and concise information to customers in the boarding gate area, and our flight crews will update customers regarding the reason for the delay or cancellation as soon it becomes available.


Deliver Baggage On time

Tropi' will make every reasonable effort to ensure that our passengers receive their baggage when they arrive at their final destinations. In the event of a delay, passengers will be reimbursed for reasonable toiletry items and essentials for the duration of time that they are without their baggage.


Properly accommodate passengers with disabilities and other passengers with special needs, including during tarmac delays

Accommodating individuals with special needs, including those with disabilities and unaccompanied minors, is a top priority at Compass Airlines. We conduct ongoing training for employees who work in customer contact positions to ensure that all customers with special needs receive the level of service they deserve and should expect.

When making your reservations, please notify the reservations agent of any special needs you have. If booking your travel online, please select your special needs requirements when you reserve your travel. This will alert employees of your needs so they can better assist you when you travel.


Meet our customers' essential needs during lengthy tarmac delays

When events and obstacles beyond our control, such as severe weather or Air Traffic Control delays cause lengthy delays on the ramp, we strive to minimize delays and passenger inconvenience as much as possible, per the policies stated in our and our partners' Extended Taxi Delay Plans.


Tropi Tarmac Delay Plan

Treat customers who are denied boarding due to oversales with fairness and consistency in accordance with DOT Regulations and policies and procedures for determining boarding priority

Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time and comply with other requirements. This is called an oversale, and it occurs when more customers have checked in and are prepared to board than we have available seats. If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, you will be entitled to compensation and transportation on an alternate flight.


Ensure responsiveness to customer complaints

Customer feedback is very important to us. Written complaints will be acknowledged within 30 days of receipt and a substantive written response will be sent within 60 days. For more information regarding the submission of questions or complaints, please visit:


Tropi Compliments/Complaints/Comments

Provide services to mitigate inconveniences resulting from cancellations and misconnections

In order to mitigate inconveniences during irregular operations such as delays or cancellations, we will do their best to notify you of the operational irregularity in advance using the contact information in your reservation. In the event that you are inconvenienced overnight while away from your home or destination due to a delay, misconnect or cancellation within our control, such as a mechanical or crew issue, our airline will provide meal allowances and hotel accommodations. For complete information regarding our policies and procedures during irregular operations, please visit:


Tropi Customer Service Plan

Thank you for being our guest. Our goal is to always provide safe, reliable transportation for a reasonable price, along with the caring, friendly and professional service that we are known for. This section of our website outlines some of the ways we intend to meet this commitment every day.