Chairman's Message

Dear Guest,

Thank you very much for choosing to fly with us.

I understand that every time you choose Kingfisher Airlines, you are placing your confidence and trust in us - in our 'Product', our 'Service' and our 'People'. Your expectations from us are undoubtedly high and that's what keeps us continuously trying to improve ourselves.

The Guest Commitment Statement' of Kingfisher Airlines is another step in making our flights a safe, pleasant and enjoyable experience based on our core values of 'safety', 'service', 'happiness', 'accountability' and 'teamwork'.

It contains specific, voluntary 'Service Commitments' and addresses all areas of your travel experience - starting from making a reservation to deplaning at the final destination and beyond. These statements reflect our vision, "The Kingfisher Family will consistently deliver a safe, value based and enjoyable travel experience to all our Guests", and demonstrates our commitment to making your flight an experience that could only be summed up by the words: "The Kingfisher Experience ".

It is our continuous endeavour to meet and exceed our Guest's expectations. I would like you to tell me how we are performing and I welcome your feedback.
Cheers!

Dr. Vijay Mallya,
Chairman
Kingfisher Airlines

We follow a dynamic fare policy and the fare levels fluctuate depending on the number of bookings made / anticipated on a particular flight.

It is our commitment to our Guests that at any given point of time the lowest available fare at that time would be made available on all booking mediums. In case a lower fare level is available after a Guest has made his booking, a rebooking will be allowed on the lower fare level after paying a seat release charge. Our fares are quoted in Indian Rupees and in US Dollars. Our International guests can book and make payments through their credit card.

We understand that our Guest could be in a situation where they have to amend or cancel their tickets. At Kingfisher Airlines our Guests can amend or cancel their tickets up to one hour before the scheduled departure of the flight. For details of cancellation and seat release charges please see the Conditions of Carriage section.

At Kingfisher airlines we are committed to keep our Guests informed in case of known delays, cancellations and diversions as early as possible. We use the contact details in your reservation record to update you or if you have made the reservation through a travel agent we attempt to contact him in case your contact number is not available in our records.

Guests can also receive the latest flight information using our Kingmobile service by sending a SMS, eg. SMS KING to 6388.

We operate with the objective that no Guest with a confirmed reservation should be denied boarding. Keeping this objective in mind we commit to as many Guests reservations as the number of seats on each flight.

Currently Kingfisher Airlines operates to Agartala, Agatti Island, Ahmedabad, Bagdogra, Bangalore, Bhubaneshwar, Bhuj, Chennai, Coimbatore, Delhi, Goa, Guwahati, Hubli, Hyderabad, Imphal, Indore, Jaipur, Kochi, Kolkata, Mangalore, Mumbai, Nagpur, Pune, Raipur, Srinagar, Trichy, Tirupati, Trivandrum, Varanasi, Vijayawada and Vishakapatnam airports.

As a value added service, Valet assistance is available at all airports. This assistance is available from the time you reach the airport to the time you Check-in. Assistance is also available on arrival at the airports.

All efforts are taken to ensure a smooth Check-in. The availability of multiple Check-in counters and the presence of efficient staff help reduce congestion, which translates into less waiting time at the counters and 'On time' departure of our flights.

In case of delay at the airport, we make all effort to minimize the inconvenience. Guests are offered refreshments in case the delay is more than one hour. In case of longer delays, Guests are offered meal subject to the airport facilities and local infrastructure.

No more waiting at the Check-in counter. Now guests with hand baggage need not wait at the check-in counter to collect their boarding pass. They can directly approach the security check-in counters. Deployed outside the Security check-in area will be Kingfisher Airlines' Roving Agent who will attend to these guests personally and book them on their choice of seats. Specially trained Roving Agents will reach out to guests and check them in using a mobile digital device and printer. Kingfisher Airlines is the first airline in India to launch this unique service.

At Kingfisher Airlines, we take pride in being the first domestic airline in India to offer personalized In-flight Entertainment. Guests have the option of Live TV, Fun TV and 10 audio channels on Kingfisher Radio with choices appealing to every segment's expectations. The video choices range from Sports to fashion to an exclusive channel for kids. Similarly the audio channels range from Ghazals to hip- hop to rock music. All efforts are made to ensure that you have a wide selection every time you fly with us. Another unique feature of our In-flight Entertainment system is the on screen moving map that let you know the Funliner's location, altitude, speed and other relevant flight details.

We offer our Guests complimentary meals on all our flights. At this stage, Guests have the choice of opting for vegetarian or non vegetarian meals on most sectors. The menus are designed considering the Guest feedback and are frequently changed to meet their changing tastes. To ensure that the Guests get different choices every time they travel with us, we have six different types of menu which are changed everyday.

Our Crew is personally selected by the chairman. They undergo a rigorous training program in the Safety and First aid, Service Delivery and Personality development before they are cleared to take on the role of hosts on board.

We at Kingfisher Airlines endeavor to reunite your checked baggage with you as soon as you reach your destination. Kingfisher Airlines representatives are present in the arrival lounge should you need any assistance on account of bulky baggage.

In a situation of misrouted baggage we will make every effort to locate and deliver your baggage to you as soon as possible. When a misrouted baggage is tracked we attempt to deliver it at our expense at the time convenient to the Guests. Delivery of baggage for international destination in case of transit, may take some time considering the longer flight duration, availability of flights and custom and immigration procedures. Details about our policy on lost baggage can be viewed in the Conditions of Carriage section.

We at Kingfisher Airlines are committed to provide a seamless travel experience to our guests who require special assistance. This commitment is clearly established by the fact that our personnel at various functional areas are well trained to handle your special needs. Special care is taken even while assigning a seat on board the flight. These Guests are assigned seats closer to the exits and lavatories so that they can board, use facilities and disembark in comfort. To enable us to serve you better we request you to inform us about your special needs within a reasonable time before your travel.

Flying alone can be a thrilling experience for kids, especially with a little advance preparation. Children may be nervous at first, but chances are they'll soon be absorbed in the adventure of stretching their own little wings.

Children in the age group of 5 to 11, holding a confirmed reservation and traveling alone qualify as Unaccompanied Minors. We take the responsibility of escorting them safely to their destination. Kingfisher Airlines personnel assist in check-in and boarding process and introduce the child to the flight attendants on board. Our flight attendants take special care of the child to ensure a comfortable and enjoyable flight. At the destination our staff escorts the child to the arrival terminal and meets the person named on the UNM form. Only after checking the credential of the assigned person is the child released.

The airline will assign someone to take care and make sure that your child is never really alone

Guest with disabilities can expect a personalized and caring treatment from us. An escort with a wheel chair can be assigned to the Guest. Help in check-in, boarding and disembarkation can also be availed. Our flight attendants are formally updated about Guest's requirements on board their flights. Besides, a personalized briefing is also conducted on the flight for Visually impaired Guests, Guests with reduced mobility and other Guests with special needs to familiarize them with the safety and service aspects of the flights. Similarly senior citizens also have the option of availing wheel chair assistance if required.

This assistance is offered on a complimentary basis.

We at Kingfisher Airlines believe that we are in the hospitality business. It is very important for us to learn and understand how our Guests perceive our services across our network. In a dynamic business environment, our approach to meet our Guest's changing needs and expectation is also very dynamic. We are constantly in the process of rediscovering and challenging the way we operate and serve our Guests.

Therefore, we do a continuous in-depth measurement and research to know them, which give us insights about their changing needs and help us take better decisions to satisfy them.

Our onboard questionnaire is a comprehensive and detailed source of information to us. It acquaints us with Guest's opinions regarding both our ground and in-flight services and gives them the opportunity to share their experience with us.

Guests have the option of expressing their views online through our site. Online feedback hence received is another valuable opportunity to learn about our Guest's expectations and needs.

Our teams take the responsibility of reporting any discrepancy and relevant information as an outcome of both formal and informal interaction with our Guests.

A detailed quantitative and qualitative analysis is conducted to help measure Guest's Satisfaction across various dimensions. Continuous monitoring and comparison of results week after week exposes the areas for improvement.

The insights are shared with the company's senior management for immediate actions. Guest feedback and subsequent changes are shared across the Kingfisher network to keep our people informed. The findings are used for setting of targets for customer satisfaction performance and further revisions of existing standards.

Our Guest Commitment department is dedicated to addressing Guest comments & concerns. All the feedback received is personally read and depending on the nature of feedback, detailed investigations are conducted. Responses to all specific feedback are sent as soon as possible.