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Commitments to our guests

1- Villa Air will never compromise on guest’s safety

Ensuring the safety of our guests when traveling with us is always our number one priority. Be it on the ground or in the air; we will never compromise on one of our core commitments to our guests. We expect our guests to act in a manner that doesn’t compromise the safety of other guests, our people, and our aircraft operation when traveling with us.

2- Villa Air will ensure guests and their baggage to destination on-time

We aim to deliver our guests and their baggage to the final destination on time. However, due to unforeseen circumstances, there might be situations that challenge us from achieving this. Despite this, we are committed to fulfilling on-time delivery.

3- Villa Air will offer the lowest fare available

Guests can always book the lowest fare available and lowest eligible fare via our call center (+960 3013000) and our website

4- Villa Air will support guests when things don’t go as planned

a – Delays and Cancellations

Flying can be disruptive due to several unforeseen circumstances that may arise from different situations. As a result, flights may end up in lengthy delays and even cancellations. To manage these effectively and keep you well informed, you must provide the most relevant contact details to us while making a booking with us. We cannot be liable for mitigating efforts for flight delays and cancellations beyond our control. However, to minimize impact, we will ensure you have the next best alternative for delays and cancellations within our control. You may be entitled to a refund or compensation if we cannot make a suitable alternative arrangement.

b – Schedule Changes

In case of a flight change or cancellation before your day of travel, we will inform you through the booking details we have received from you and provide your alternative flight details. If the offered alternative flight details don’t suit you, we will try our best to accommodate you on another Villa Air flight at no additional cost to you in the same fare class you have booked. You may be entitled to a refund or compensation if we cannot make a suitable alternative arrangement. If the offered alternative flight details don’t suit you, we will try to accommodate you on another Villa Air flight that is acceptable, in the same fare class you have booked, at no additional cost. You may be entitled to a refund or compensation if we cannot make a suitable alternative arrangement.

c – Misconnections

Misconnections are rare, but when they occur, they frustrate everyone. We will ensure good services and resolutions are provided to guests who experience such an incident or inconvenience, according to our general conditions of carriage.

d – Travel Insurance

Travel plans sometimes can be disruptive no matter how well we plan. Travel insurance is a practical method to protect against any disruptions that may arise. We highly recommend that our guests take a travel insurance plan to cover and mitigate any form of unforeseen disruptions that may occur throughout your journey. The level of travel insurance plan you get will eventually decide your disruption coverage in situations such as delays, misconnections, cancellations, damaged or lost baggage, etc.

e – Refunds

Depending on the fare you selected to travel with us, you may be eligible for a partial or full refund. We will provide you with a refund within 7 to 10 working days. Please get in touch with the agent directly for refund processing details if you have made the booking through a travel agent.

f – Overbooking and Denied Boarding

In a rare and unlikely situation, a flight might be overbooked, and we may voluntarily ask guests to travel on another flight. In case there is no volunteer, we may need to ask a guest to change to another flight. If this happens to you, we’ll rebook you on the next available flight on our services at no extra cost to you. We will also provide you with assistance and compensation as set out in our policy.

5 – Villa Air will look after guests with specific needs

We heartily welcome and provide extra attention to guests with special needs. We have developed a unique guide for guests traveling with us with special conditions, and we want our guests to be aware of these services so that we can attend to you most effectively.

6 – Villa Air will provide the least minimum connection time

We aim to deliver the least minimum connection time for guests traveling with us; to mitigate hassle and optimize guests’ comfort.

7 – Villa Air will protect guest’s personal information

We respect the personal information of our guests and are committed to safeguarding your personal opinions and preferences. We will handle your personal information, with great care, according to our privacy policy.

8 – Villa Air supports environmental sustainability

We take our surrounding environment and its impact on our operation very seriously. We are also committed to adopting the best industry practices to contribute to a low carbon emission economy and industry. We encourage our guests to participate in our efforts to mitigate carbon emissions by engaging in our carbon offset scheme – Fly Green.

9 – Villa Air value guest’s feedback and opinion

We believe in guest-centricity. If you have a compliment, suggestion, or complaint regarding your experience with us at any point in your journey, then we would love to hear about it. We also love to listen to your ideas on how we can further improve our services. Every problem has a solution, and we aim to resolve any issue on the spot if possible. If you require further clarifications to a problem, you can contact us via the following multiple channels. We will respond to you within seven days of the receipt with a detailed response.