Air Choice One Travel Policy for Delays
Please read the information provided on this page to learn about Air Choice One’s travel policies. If you have any questions about our policies, please contact us. (link)
We will not allow our passengers to be subject to a Tarmac Delay of more than 90 minutes.
Tarmac Delays is defined as the total elapsed time that customers are held on the ground. At Air Choice One, Intelisys is our official source for flight times.
A Tarmac Delay can be one of the following:
Here at ACO, safety is our utmost concern. We will take every precaution to meet the needs of our passengers on board our planes that have excessive ground delays without access to the gate. Because of this, we have implemented plans to ensure that the correct steps are taken to maintain safety, reliability, and effective operations.
Tarmac Delays will be reported and followed by ACO in a safe and timely manner as follows:
Flight Control will implement plans to prevent or reduce the possibility of extended Tarmac Delays, and the affected stations will be alerted. If the flight has an expected departure clearance time (EDCT) or known ground stop, then ACO will attempt to delay boarding.
The GSC, once advised of the plans, should make a pre-boarding announcement to our passengers and inform them that a delay is possible. When a ground delay reaches 40 minutes, the Captain will inform Flight Control and brief the passengers with up-to-date information about the delay and keep them informed every 15 minutes, even if there has been no change. The Captain will make sure the passengers are comfortable during long Tarmac Delays.
When a delay reaches 90 minutes: unless the aircraft “off-time” is imminent, the Captain will coordinate with Flight Control, ATC, and the station to taxi back to the gate.
Following a delay event, the Captain and Lead GSC will fill out an Unusual Incident Report (UIR) to Flight Control with the pertinent information in regards to the delay. If the passengers were not returned to the gate and deplaned within the time specified, the reason shall be included in the UIR, for example; ATC, Safety, Imminent Departure. This information will then be forwarded to the appropriate personnel within the company and Airport Services.
ACO will maintain a monthly log of each delay that exceeds these times and procedures. All reports are held for one year.
Normal Flight Delays
If you are at the gate, the customer service agent will keep you informed of flight status if we anticipate a delay. If you have yet to arrive, a customer service agent will contact you by phone through text, voice call, or email when we anticipate an extended delay on your scheduled flight. You also can check the status of your flight on our website homepage by clicking on the Flight Status (link) tab.
We encourage all passengers to observe our check-in guidelines for their scheduled departure time and not the delay time, as delay times can change, and if we can make up time, we will do so to get you to your destination in a timely fashion.
Please remain by the terminal gate once you have been checked in, as the delay time can be fluid, and if you are not present to board the plane, you will be considered a no-show, and your ticket value will be forfeited.
We will make every attempt to contact you when there is a change in departure time.