Common use of Customer Services Clause in Contracts

Customer Services. A. Operator will handle all customer related services in connection with the Delta Connection Flights in a professional, businesslike and courteous manner. In order to insure a high level of customer satisfaction for the Delta Connection Flights, Operator will (i) establish and maintain customer handling procedures and policies that are substantially similar to those utilized by Delta (“Customer Service Policies”) and (ii) establish, maintain and enforce employee conduct, appearance and training standards and policies that are substantially similar to those used by Delta. All uniforms worn by ASA employees on the Delta Connection Flights and by any ASA employees providing support services in connection with such flights shall be subject to the approval of Delta and shall, unless otherwise agreed by Delta, at all times be consistent with Delta’s existing uniform standards. B. Operator and Delta will periodically meet to discuss and review Operator’s customer handling procedures and policies to insure compliance with this Article 5. Each party will seek to set forth concerns and complaints under this Article 5 in writing to the other party. To the extent Delta advises Operator of any deviation from Article 5(A) hereof, the parties shall meet to mutually determine appropriate solutions and to agree to the terms of a corrective action plan and the timing of its implementation. In the event Operator shall fail, in any material respect, to adopt or implement any such agreed corrective action plan in the time period described therein, any such failure may be deemed a material breach of this Agreement. C. ASA shall adopt as its own Delta’s Terms and Conditions of Contract of Carriage (“Contract of Carriage”), baggage liability policies and denied boarding compensation policies, each as amended from time to time, and be bound by their respective terms with respect to its operation of Delta Connection Flights. D. Except as otherwise provided in Article 3(B), ASA shall reimburse Delta for any expenses incurred as a result of ASA’s non-compliance with any of the Customer Service Policies, Contract of Carriage, baggage liability policies and denied boarding compensation policies.

Customer Services. A. Operator will handle all customer related services in connection with the Delta Connection Flights in a professional, businesslike and courteous manner. In order to insure a high level of customer satisfaction for the Delta Connection Flights, Operator will (i) establish and maintain customer handling procedures and policies that are substantially similar to those utilized by Delta (“Customer Service Policies”) and (ii) establish, maintain and enforce employee conduct, appearance and training standards and policies that are substantially similar to those used by Delta. All uniforms worn by ASA SKYW employees on the Delta Connection Flights and by any ASA SKYW employees providing support services in connection with such flights shall be subject to the approval of Delta and shall, unless otherwise agreed by Delta, at all times be consistent with Delta’s existing uniform standards. B. Operator and Delta will periodically meet to discuss and review Operator’s customer handling procedures and policies to insure compliance with this Article 5. Each party will seek to set forth concerns and complaints under this Article 5 in writing to the other party. To the extent Delta advises Operator of any deviation from Article 5(A) hereof, the parties shall meet to mutually determine appropriate solutions and to agree to the terms of a corrective action plan and the timing of its implementation. In the event Operator shall fail, in any material respect, to adopt or implement any such agreed corrective action plan in the time period described therein, any such failure may be deemed a material breach of this Agreement. C. ASA SKYW shall adopt as its own Delta’s Terms and Conditions of Contract of Carriage (“Contract of Carriage”), baggage liability policies and denied boarding compensation policies, each as amended from time to time, and be bound by their respective terms with respect to its operation of Delta Connection Flights. D. Except as otherwise provided in Article 3(B), ASA SKYW shall reimburse Delta for any expenses incurred as a result of ASASKYW’s non-compliance with any of the Customer Service Policies, Contract of Carriage, baggage liability policies and denied boarding compensation policies.

Customer Services. A. During the in-flight operation of any and all Delta Connection Flights and at any location where Operator is performing customer related services in connection with any Delta Connection Flight at the request of Delta, ACA will handle all customer related services in connection with the Delta Connection Flights in a professional, businesslike and courteous manner. In order to insure a high level of customer satisfaction for the Delta Connection Flights, Operator will (i) will: 1. establish and maintain customer handling procedures and policies that are substantially similar to those utilized by Delta (“Customer Service Policies”) and (ii) Delta; and 2. establish, maintain and enforce employee conduct, appearance and training standards and policies that are substantially similar to those used utilized by Delta. All uniforms worn by ASA employees on the Delta Connection Flights shall provide Operator a reasonable number of copies of all such Delta policies, training standards and by any ASA employees providing support services in connection with such flights shall be subject to the approval of Delta and shall, unless otherwise agreed by Delta, at all times be consistent with Delta’s existing uniform standardsprocedures. B. Operator and Delta will periodically meet to discuss and review Operator’s 's customer service and handling procedures and policies and Operator's employee conduct, appearance and training standards and policies to insure compliance with this Article 5. Each party will seek to set forth concerns and complaints under this Article 5 in writing to the other party. To the extent Delta advises Operator in writing of any deviation from Article 5(A) hereof), the parties shall will meet to mutually determine appropriate solutions and to agree to the terms of a corrective action plan and the timing of its implementation. In the event Operator shall fail, in any material respect, to adopt or implement any such agreed corrective action plan in the time period described therein, any such failure may be deemed a material breach of this Agreement. C. ASA Operator shall adopt as its own Delta’s 's Terms and Conditions of Contract of Carriage (“"Contract of Carriage”"), baggage liability policies and denied boarding compensation policies, each as amended from time to time, and be bound by their respective its terms with respect to its operation of Delta Connection Flights. Delta will supply Operator an adequate number of its Contract of Carriage for distribution as required. D. Except At no cost to Operator, Delta's customer affairs department shall process and adjudicate (including paying cash or in kind compensation as otherwise appropriate in a manner not inconsistent with its Contact of Carriage) any claims submitted to Delta or to Operator with respect to the conduct of any Delta Connection Flights or services provided in connection therewith, except claims of compensation for property damage, injury or death of passengers on Delta Connection Flights arising out of any action or inaction of Operator. Any claims for such property damage, injury or death shall be processed by Operator. Each party will undertake to use Delta's standard procedures for processing and adjudicating all claims for which it is responsible in accordance with this Article 3(B)5(D) in order to avoid the matter being the subject of either a law suit or a claim on either party's insurance policy. At either party's request, ASA the other party shall reasonably assist the requesting party, including providing available information, in the processing or adjudication of any such claims handled by the requesting party. E. At any stations agreed to be handled by Operator, Delta will provide Operator with local in-kind compensation to be offered to inconvenienced customers in accordance with Delta's policies and procedures. In addition, in the event Operator incurs any out of pocket expenses in connection with providing passenger handling services at the request of Delta, Delta shall reimburse Delta Operator for any and all such expenses incurred as a result of ASA’s non-compliance provided such expenses are in accordance with any of the Customer Service Policies, Delta's Contract of CarriageCarriage and /or customer service procedures, baggage liability policies in effect at such time. Such reimbursement will be made as incurred, separate and denied boarding compensation policiesapart from the Cost Recovery Amount, without markup, provided that should Operator agree, upon Delta's written request, to provide services in this area on a regular basis, then the said services would be included in the Cost Recovery Amount pursuant to Article 8(B) herein.

Customer Services. A. Operator will handle all customer related services in connection with the Delta Connection Flights in a professional, businesslike and courteous manner. In order to insure ensure a high level of customer satisfaction for the Delta Connection Flights, Operator will (i) establish and maintain customer handling procedures and policies that are substantially similar to those utilized by Delta (“Customer Service Policies”) and (ii) establish, maintain and enforce employee conduct, appearance and training standards and policies that are substantially similar to those used by Delta. All uniforms worn by ASA Operator employees on the Delta Connection Flights and by any ASA Operator employees providing support services in connection with such flights shall be subject to the prior approval of Delta and shall, unless otherwise agreed by Delta, shall at all times be consistent with Delta’s existing uniform standards. B. Operator and Delta will periodically meet to discuss and review Operator’s customer handling procedures and policies to insure compliance with this Article 5. Each party will seek to set forth concerns and complaints under this Article 5 in writing to the other party. To the extent Delta advises Operator of any deviation from Article 5(A) hereof, the parties shall meet to mutually determine appropriate solutions and to agree to on the terms of a corrective action plan and the timing of its implementation. In the event Operator shall fail, * Confidential Treatment Requested in any material respect, to adopt or implement any such agreed corrective action plan in the time period described therein, any such failure may be deemed a material breach of this Agreement. C. ASA Operator shall adopt as its own Delta’s Terms and Conditions of Contract of Carriage (“Contract of Carriage”), baggage liability policies and denied boarding compensation policies, each as amended from time to time, and be bound by their respective terms with respect to its operation of Delta Connection Flights. D. Except as otherwise provided in Article 3(B), ASA Operator shall reimburse Delta for any expenses incurred as a result of ASAOperator’s non-compliance with any of the Customer Service Policies, Contract of Carriage, baggage liability policies and denied boarding compensation policies.

Customer Services. A. Operator will handle all customer related services in connection with the Delta Connection Flights in a professional, businesslike and courteous manner. In order to insure ensure a high level of customer satisfaction for the Delta Connection Flights, Operator will (i) establish and maintain customer handling procedures and policies for the Delta Connection Flights that are substantially similar to those utilized by Delta (“Customer Service Policies”) and (ii) establish, maintain and enforce employee conduct, appearance and training standards and policies for the Delta Connection Flights that are substantially similar to those used by Delta. All uniforms worn by ASA Operator employees on the Delta Connection Flights and by any ASA Operator employees providing support services in connection with such flights shall be subject to the prior approval of Delta and shall, unless otherwise agreed by Delta, shall at all times be consistent with Delta’s existing uniform standards. B. Operator and Delta will periodically meet to discuss and review Operator’s 's customer handling procedures and policies for the Delta Connection Flights to insure ensure compliance with this Article 5. Each party will seek to set forth concerns and complaints under this Article 5 in writing to the other party. To the extent Delta advises Operator of any deviation from Article 5(A) hereof, the parties shall meet to mutually determine appropriate solutions and to agree to the terms of a corrective action plan and the timing of its implementation. In the event Operator shall fail, in any material respect, to adopt or implement any such agreed corrective action plan in the time period described therein, any such failure may be deemed a material breach of this Agreement. C. ASA Operator shall adopt as its own own, for the Delta Connection Flights, Delta’s Terms and Conditions of Contract of Carriage (“Contract of Carriage”), baggage liability policies and denied boarding compensation policies, each as amended from time to time, and be bound by their respective terms with respect to its operation of Delta Connection Flights. D. Except as otherwise provided in Article 3(B), ASA shall reimburse Delta for any expenses incurred as a result of ASA’s non-compliance with any of the Customer Service Policies, Contract of Carriage, baggage liability policies and denied boarding compensation policies.

Customer Services. A. Operator will handle all customer related services in connection with the Delta Connection Flights in a professional, businesslike and courteous manner. In order to insure ensure a high level of customer satisfaction for the Delta Connection Flights, Operator will (i) establish * Confidential Treatment Requested and maintain customer handling procedures and policies that are substantially similar to those utilized by Delta (“Customer Service Policies”) and (ii) establish, maintain and enforce employee conduct, appearance and training standards and policies that are substantially similar to those used by Delta. All uniforms worn by ASA Operator employees on the Delta Connection Flights and by any ASA Operator employees providing support services in connection with such flights shall be subject to the prior approval of Delta and shall, unless otherwise agreed by Delta, shall at all times be consistent with Delta’s existing uniform standards. B. Operator and Delta will periodically meet to discuss and review Operator’s customer handling procedures and policies to insure compliance with this Article 5. Each party will seek to set forth concerns and complaints under this Article 5 in writing to the other party. To the extent Delta advises Operator of any deviation from Article 5(A) hereof, the parties shall meet to mutually determine appropriate solutions and to agree to on the terms of a corrective action plan and the timing of its implementation. In the event Operator shall fail, in any material respect, to adopt or implement any such agreed corrective action plan in the time period described therein, any such failure may be deemed a material breach of this Agreement. C. ASA Operator shall adopt as its own Delta’s Terms and Conditions of Contract of Carriage (“Contract of Carriage”), baggage liability policies and denied boarding compensation policies, each as amended from time to time, and be bound by their respective terms with respect to its operation of Delta Connection Flights. D. Except as otherwise provided in Article 3(B), ASA Operator shall reimburse Delta for any expenses incurred as a result of ASAOperator’s non-non- compliance with any of the Customer Service Policies, Contract of Carriage, baggage liability policies and denied boarding compensation policies.