Our telephone reservation system, website, www.eliteair.com.kw, and ticket offices will offer you the lowest appropriate fare available for which you are eligible for the date, flight, and class of service requested. The fares available may differ from outlet to outlet, and we will inform you accordingly. For example, some promotional fares are only available via the www.eliteair.com.kw website. If you ask, our representatives will search for lower-cost alternative itineraries if your travel schedule is flexible.
Despite our efforts to maintain on-time performance, there may be times when weather, air traffic control, operational, or service considerations lead to flight delays, cancellations, or diversions. We know how important it is for you to learn of any changes from the timetables as soon as possible. When you are at the airport or onboard an affected aircraft, we will provide you with the best available information regarding known delays, cancellations, and diversions.
We will, within 30 minutes after we become aware of a change in the status of a flight (such as a delay, cancellation, or diversion):
We will make every reasonable effort to deliver all checked baggage to the Baggage Claim area as quickly as possible. If your checked bags go missing, we will make every reasonable effort to retrieve them and deliver them to you at your point of arrival at no additional charge within 24 hours. If you have expenses due to baggage delay and are eligible for compensation, we will compensate you for reasonable and necessary out-of-pocket expenses in accordance with applicable international agreements for international flights. We will also offer you immediate assistance sufficient to meet reasonable short-term needs. If your bag is lost, we will refund any fee charged for transporting that bag.
For all fare categories when making a reservation through Elite Airline’s telephone reservation system, website, www.eliteair.com.kw, and Elite Airline ticket offices, you can request your refund within 24 hours of purchase by writing to the following email address: customercare@eliteair.com.kw including all relevant information, provided your reservation was made one week or more prior to the flight’s scheduled departure.
When refunds are applicable, including refunds for fees charged for optional services that passengers were unable to use due to an oversale situation or flight cancellation, we will process requests in a timely manner and refund the purchase price, less any applicable service fees, to the original form of payment.
When you purchase a ticket directly from us and are entitled to a refund, you can request your refund by writing to the following email address: customercare@eliteair.com.kw and include all relevant information. When you are entitled to a refund, we will issue the refund:
We will expect you to provide complete documentation for all purchases, including excess baggage fees, regardless of the payment method. Any taxes, fees, and charges collected with and shown on a ticket are also refundable.
Please make sure you have canceled your reservation before requesting a refund and remember to provide the name, address, the credit card number used for purchase, ticket number(s), the date of travel, departure, and destination cities when contacting us.
We assist customers with special needs with full respect for their dignity and comfort, and in full compliance with all government rules and regulations applicable to our aircraft and services for transporting passengers with disabilities. We publish information on the services we offer to provide assistance to passengers with special needs and reduced mobility, including during lengthy tarmac delay events, and unaccompanied minors in a manner compatible with applicable safety regulations. Some service requests must be made in advance to help us plan for your safe and comfortable travel. Please check our website for details. If your travel includes another carrier, please check directly with that carrier for any of your travel needs as different policies and procedures may apply.
Children under the age of 17 are not permitted to travel alone and must be accompanied on all flights by an adult. We have specially trained Complaint Resolution Officials (CROs) in every airport to meet the needs and concerns of our passengers with disabilities. These employees are responsible for ensuring that disability policies and procedures are properly implemented. To locate these officials, ask any of our representatives at the airport.
Lengthy tarmac delays may sometimes occur after you have boarded the aircraft and have no access to the terminal due to weather, air traffic control, safety considerations, operations, and other factors. Should a lengthy tarmac delay occur, we make every reasonable effort to meet your needs for snack food, water, lavatories, and access to medical treatment as consistent with safety and security concerns. We naturally try to avoid keeping you onboard in long delays.
Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time. This is called an oversale and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); when we have to substitute a smaller aircraft for a larger one originally scheduled; or if more customers have checked in and are prepared to board than we have available seats.
If your flight is in an oversale situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats in exchange for compensation and travel on a later, specified flight. If there are not enough volunteers, we will deny boarding to passengers in accordance with our company policy on boarding priority. You will generally be entitled to compensation and transportation on an alternate flight.
Denied Boarding Compensation (DBC): For passengers traveling from Kuwait to a foreign point who are denied boarding involuntarily from a flight originating at a Kuwaiti airport are entitled to:
We will provide our passengers with the following information relevant to their journey on our website, when you ask through our telephone reservation staff, and from our representatives at the airport:
We will make every attempt to contact customers when their flight cancels prior to the day of departure. We will also notify customers in a timely manner of other changes in their travel itineraries. The Reservations Assistance Department rebooks customers and handles callbacks for customers prior to the day of departure.
In the event of a flight cancellation on the day of departure at the airport, Elite Airline will do everything possible to re-accommodate customers on the next Elite Airline flight, provided space is available.
We know there can be times when a passenger is dissatisfied with some aspect of our service or products. If you have a complaint regarding our services or products, we want to hear from you. Information about where to direct your written complaint is on our website, on your e-ticket confirmation, and is available upon request at the airports we serve and at all accredited travel agents. Complaints can be filed online at customercare@eliteair.com.kw, or you may write to us at:
Elite Airline Customer Service