PASSENGER RIGHTS

Neos S.p.A. (“Neos”) is committed to providing the highest possible customer experience to each of its passengers.  This Contingency Plan for Lengthy Tarmac Delays (“Plan”) complies with U.S. DOT regulations and applies only to flights departing from or arriving at U.S. airports.

Neos assures its customers that, for flights covered by this Plan:

• Neos will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four (4) hours before allowing passengers to deplane, unless: (i) For a departing flight, the flight begins to return to a suitable disembarkation point no later than four hours after the main aircraft door is closed in order to deplane passengers; (ii) The pilot-in-command determines that deplaning passengers at a suitable disembarkation point would jeopardize passenger safety or security, or there is a safety related or security related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or (iii) Air traffic control advises the pilot-in-command that returning to a suitable disembarkation point in order to deplane passengers would significantly disrupt airport operations.

• Neos will provide adequate food and potable water no later than two (2) hours after the start of a tarmac delay unless the pilot-in-command determines that safety or security considerations preclude such service.

• Neos will provide operable lavatory facilities while the aircraft remains on the tarmac.

• Neos will provide adequate medical attention if needed while the aircraft remains on the tarmac.

• Neos will notify passengers on board its aircraft regarding the status of a tarmac delay when the delay exceeds 30 minutes, and thereafter will provide subsequent updates, including flight status changes, as circumstances warrant.

• Neos will timely notify passengers aboard its aircraft during a departing flight or diversion tarmac delay of their opportunity to deplane each time the opportunity to deplane exists at a suitable disembarkation point.  Passengers who choose to deplane may not be permitted to re-board and will be notified of this possibility if it exists.

• Neos has sufficient resources to implement this Plan.

• Neos has coordinated this Plan with airport authorities (including terminal facility operators where applicable) at each large, medium, small, and non- hub U.S. airport that it serves, including its regular U.S. diversion airports.

• Neos has coordinated this Plan with U.S. Customs and Border Protection at each large, medium, small, and non- hub U.S. airports that it regularly uses for international flights, including its diversion airports.

• Neos has coordinated this Plan with the Transportation Security Administration at each large, medium, small, and non- hub U.S. airports that it serves, including diversion airports.

 

If you have any questions on our Contingency Plan for Lengthy Tarmac Delays, please contact a customer service representative via email at customercare@neosair.it.

Legal Notice

This Contingency Plan for Lengthy Tarmac Delays does not create contractual or legal rights, nor legally bind Neos for actions taken in conformance with this Plan.  Neos’ contractual rights and obligations are listed in the company’s conditions of carriage and applicable tariffs. These resources provide customers with additional information on the matters discussed herein, and should be carefully reviewed to ensure that customers fully understand their rights and our obligations.