The Customer Service Commitment is our promise to provide you with the best air travel experience – whether you're on the ground or in the air.
Offer the Lowest Available Fare
Midwest Reservations Call Center and airport agents will provide the customer with the lowest available fare for which the customer is eligible.
Notify Customers of Known Delays, Cancelations and Diversions
Midwest is committed to providing customers in all locations with the best available information regarding known delays, cancelations and diversions. At the gate location a public announcement will be made every 15 minutes regarding a flight delay, explaining the nature of the delay, even if no new information becomes available since the last announcement was made. Additionally, information regarding connections will be furnished at airport terminals.
Provide Prompt Baggage Delivery
Midwest will make every reasonable effort to deliver baggage to the luggage carousel within 20 minutes of aircraft arrival. We will also make every effort to return delayed checked baggage within 24 hours, and proactive attempt to contact customers whose unclaimed, checked baggage includes a name, address and telephone number. Passengers who incur incidental expenses as a result of delayed baggage delivery will be reimbursed per established Department of Transportation guidelines.
Fully Adhere to Industry Standards Regarding Baggage Liability Limits
Midwest's liability limit for checked luggage is $3,300 per fare-paying passenger domestically.
Allow Reservations for Nonrefundable Tickets to be Held for 24 Hours
Midwest will allow customers who make telephone reservations to hold bookings for nonrefundable fares without payment for up to 24 hours if time permits based on the advance purchase time limit of the fare.
Provide Prompt Ticket Refunds
Midwest will issue refunds for refundable tickets within seven business days for credit card purchases and 20 business days for cash purchases.
Properly Accommodate Passengers With Disabilities and Special Needs
All customers, including those with disabilities, deserve courteous service to meet their unique needs while en route to their destinations. From initial contact to boarding and deplaning, we are committed to putting customers' needs first. To make that goal a reality, Midwest pledges to meet the letter and spirit of the Air Carrier Access Act – which provides that no air carrier discriminate against otherwise qualified individuals with a disability – in our interactions with passengers. Most importantly, we commit to treating passengers and their mobility equipment with dignity and respect.
Meet Customers' Essential Needs During Any Long On-Aircraft Delays
Midwest is committed to providing the best possible travel experience for our passengers. We will do our best to anticipate long on-aircraft delays or other irregular operations – defined as highly unusual circumstances, including very severe weather conditions but not including long taxi times. Passengers will be provided up-to-date, detailed information regarding the situation. We will exhaust all available resources – to include the airport authority, air traffic control facilities, other airlines and/or any other means – necessary to ensure the safety and provide for the essential needs of our passengers.
Handle Passengers Denied Boarding with Fairness and Consistency
Because Midwest adheres to a very conservative policy regarding overbooking, it is unusual for us to be unable to provide a previously confirmed seat on a flight. When that situation does occur, we encourage passengers to voluntarily relinquish their seats in exchange for compensation. In the rare instance in which a flight is overbooked and not enough passengers voluntarily relinquish their seats, we provide denied boarding compensation.
Disclose Travel Itinerary
Midwest will inform passengers, either orally or in writing, before they book travel if their flights as scheduled require a change of aircraft.
Disclose Aircraft Configuration
Midwest will provide passengers information regarding the seating configuration on Midwest aircraft, if requested.
Disclose Cancellation Policies
All reservations (including those for seats on continuing and return flights) are subject to cancelation without notice if:
- The passenger has not purchased (through direct payment or other satisfactory credit arrangement) a validated ticket indicating confirmed seat(s) at least 60 minutes prior to scheduled departure of the flight, or earlier if a longer time is specified for a specific fare type.
- The passenger fails to fulfill the requirements of the fare type to which the reservation applies.
- The passenger is not present at the boarding gate at least 10 minutes prior to scheduled departure time of the flight, even if the passenger has already checked in for the flight at the location designated for check-in.
- The passenger fails to occupy the seat reserved (for example, a person who does not show up for his or her flight).
- Such action is necessary to comply with any governmental regulations, or to comply with any governmental request for emergency transportation in connection with the national defense, or whenever such action is necessary or advisable by reason of weather or other conditions beyond Midwest's control.
- There is a record that a reservation was canceled (either as stated above or by the passenger) after a ticket for a confirmed seat was issued, the ticket may not be accepted for the flight specified. In that event, the passenger will not be eligible for denied boarding compensation.
No person will be entitled to transportation except upon presentation of a valid ticket. Such ticket will entitle the passenger to air transportation only between airports of origin and destination and via the routing designated on the ticket. Wholly unused tickets are valid for transportation or exchange for one year from date of original issuance, unless a shorter period is indicated on the ticket. A ticket that has not been validated or has been altered or mutilated is not valid. Flight coupons presented out of sequence may not be honored. Flight coupons presented without the corresponding passenger receipt will not be honored.
If due to lack of space on the aircraft or flight cancelation, the passenger is prevented from using the ticket, or a portion of the ticket, during the period of validity applicable to an excursion or special fare, the ticket will remain valid until space to the destination can be provided on the first alternative transportation.
Disclose Frequent Flyer Rules
Midwest will provide existing, new and potential frequent flyers with information regarding the rules and restrictions of our frequent flyer program, and include frequent flyer redemption information in our annual 10K report.
Good Customer Service From Our Domestic Codeshare Partners
Midwest commits that all current and future domestic codeshare partnerships provide comparable consumer policies and procedures. All partners will ensure that they follow policies and procedures of both airlines, focusing on the end result of a superior level of customer service.
Be Responsive to Customer Complaints
Midwest will respond to customer compliments, complaints, comments and inquiries within 30 business days. Our goal is satisfied, loyal customers, and we make every attempt to resolve any concerns to the customer’s satisfaction. We further understand that flight irregularities create anxiety and frustration for our customers, and train our employees in service recovery techniques. Midwest also has a number of proactive service recovery initiatives underway to allow employees to provide customers with immediate recovery at the time of a service failure. Midwest will respond to customer compliments, complaints, comments and inquiries within 30 business days. Customers may call Midwest Airlines Customer Relations at 800-452-2022 or write Customer Relations, Midwest Airlines, 6744 S. Howell Ave., HQ-8, Oak Creek, WI 53154.