• Pre-journey customer service: We endeavour to provide the most accurate information on our communication channels, including the website, service centre and call centre.
  
  
• During Journey: We endeavour to provide timely punctual departures where you can expect to have efficient service from our cabin crew and smooth journey by our captain.
  
  
• Post journey: We endeavour to take note of all feedback sent to us and continuously improve our standards and delivery of service.
  
  

Some examples of the above are:

• We have special care for the elderly, where we have an arrangement that allows them to stay on board even at customs and immigration checkpoints. Please notify us in advance should such an arrangement be needed and we will ask our Cabin Crew to have a special lookout for our senior citizens.
  
  
• We ensure that passengers are served with food onboard. We also listen to customers' feedback on their comments on food regularly and make adjustments to the flavours so that our selection on board is ever improving.
  
  
• We ensure our onboard toilet is open for use the entire journey (for light usage only).
  
  
• Our onboard business lounge is free to use so that your journey can be that more relaxing and purposeful should you decide to have discussions or to do work, but it is available on a first come first served basis and subject to priority boarding by Aeroline card holders.
  
  

We are committed to serve you with our Service Assurance. Despite the care we have taken, if we fail to meet this benchmark, we are willing to be accountable and provide customer service recovery. With your feedback, you are our partner in providing public transport as it should be - safe, convenient and comfortable.