Kingfisher Airlines Limited is India's leading airline operating more than 100 flights a day across a wide network of destinations. Kingfisher Airlines has been the most awarded airline since its inception in 2005. In May 2009, Kingfisher Airlines carried more than a million passengers, giving it the highest market share among airlines in India.

This Citizen’s Charter provides information on what you can expect as our valued guest on Kingfisher Airlines, in-flight and on ground.

I. Your Journey begins here…

• Reaching us  –
  We ensure easy accessibility to our Guests. Our telephone numbers which are accessible 24/7 are –
  

• India Toll free: 1800 200 9000
• International: +91 20 27293030

 Fare options/Booking options –

• Kingfisher Airlines tickets can be purchased through 
  

• Our Call Centers
• The Kingfisher Airlines website (www.flykingfisher.com)
• Select Travel Agents

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

•   Amendments and Cancellations –

We understand that our Guests could be in a situation where they have to amend or cancel their tickets. At Kingfisher Airlines, 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 specific fare rules applicable to the booking.

• Keeping you informed –

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. 

   
II. At the airport…

• Checking-In  –

All efforts are taken to ensure a smooth Check-in process for our Guests. 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.

At Kingfisher Airlines, we also offer guests the options of:

1.   Kiosk Check-in – You can check-in at kiosks at select airports.
2.   Web Check-in – You can web check-in 48 hours prior to your scheduled flight and select the seat of your choice; you can also earn miles as a King Club member by using the web check-in facility.

Guests are requested to complete check-in formalities 45 min prior to scheduled departure.

III. On board experience…

•   Meal options –

We serve our Guests complimentary meals on flights offering the Kingfisher First and Kingfisher Class of service.
We offer the “Buy on Board” option for meals on flights operating the Kingfisher Red class of service.

•   World class crew –

Our crew undergoes a rigorous training program in Safety, First Aid and Service Delivery before they are cleared to take on the role of hosts on board.

IV. Reaching your Destination…

•   Baggage Delivery –

At Kingfisher Airlines, we endeavor to reunite your checked baggage with you as soon as you reach your destination.

•   Delayed / missed Baggage –

In a situation of misrouted baggage we will make every effort to locate your baggage; when a misrouted baggage is tracked we endeavor to deliver it to the Guest as quickly as possible.

Details about our policy on lost baggage can be viewed in the Conditions of Carriage section.

V. Your special needs…

Special assistance is provided to:

–    Guests with disabilities and/or reduced mobility / Senior Citizens
–    Unaccompanied Minors
–    Expectant Mothers & Infants
–    Other Special Needs – Wheel Chair / Stretcher

At Kingfisher Airlines, we are committed to provide a seamless travel experience to 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 for such guests on board our flights. To enable us to serve you better we request you to inform us about your requirement for special assistance at the time of making your booking.
   
VI. We hope you had a Good Time!

 We Listen

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 Guests’ changing needs and expectations 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 continuous in-depth measurement and research to know our Guests, which gives us insights into their changing needs, and help us take better decisions to satisfy them.

We Understand and Improve

How do we do it?
E Mails to [email protected]
Guests have the option to write directly to our Chairman about their Kingfisher Experience

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

What do we measure?
A detailed quantitative and qualitative analysis is conducted to help measure Guest Satisfaction across various dimensions. Continuous monitoring and comparison of results week after week reveals areas for improvement.

We Respond

All feedback received is read and depending on the nature, detailed investigations are conducted. Responses to all specific feedback are sent as soon as possible.