Atlas Customer Service Dispute Handling Principles
Last updated: November 1, 2025
1. Service Irregularities Definition
Atlas shall provide remedies for operational failures attributable to Atlas that prevent ticket fulfillment, excluding disputes arising from ambiguous rule interpretations.
Fulfillment Failure
Compensable
Atlas system/operation errors causing order failure (e.g., sold-out inventory, ticketing errors)
Service Disputes
Excluded
Disagreements arising from rule ambiguity or interpretation differences (e.g., refund fees, fulfillment timelines)
2. Compensable Scenarios & Remedies
2.1 Flight Sold Out
Trigger:
Inability to fulfill orders due to flight sellout after payment.
Remedies:
(a) Alternative flight in same service class; OR
(b) Full refund + USD 50 compensation per passenger.
2.2 System/Operational Failure
Trigger:
Atlas errors preventing fulfillment (excluding sold-out flights).
Remedies:
(a) Re-ticketing via external channels for same flight/service class; OR
(b) Full refund + USD 50 compensation per passenger.
2.3 Airport Ticket Absence (Atlas Liability)
Trigger:
Passenger unable to check in with valid documents due to Atlas' fault, and Atlas failed to detect/pre-notify irregularities.
Remedies:
(a) On-site re-ticketing in same service class + USD 50 compensation per passenger; OR
(b) Full refund + USD 50 compensation per passenger.
2.4 Service Information Discrepancy
Trigger:
Mismatch between issued ticket and ordered specifications (e.g., baggage allowance, seat assignment).
Remedy:
Reimbursement of verified loss differential + USD 50 compensation per passenger.
Note: Compensation claims must be submitted within 10 business days after the flight departure. If you meet the above compensation criteria, you may submit a 'Dispute' service request, and Atlas will arrange dedicated personnel to handle it.
3. Non-Compensable Scenarios & Clarifications
3.1 Ticketing Timeline Disputes
(a) Atlas general ticketing performance:⋅
≥90% issued within 5 minutes⋅
≥98% issued within 1 hour
(b) If you are dissatisfied with the ticketing duration for specific order in "Ticketing" status, you may:
✓ Cancel the booking (accepting subsequent liability); OR
✓ Continue waiting (system will complete issuance).
3.2 Flight Change (Rebooking) Disputes
(a) Supported only for designated airlines; non-designated require direct airline contact.
(b) Processing timelines:
✓ Voluntary changes: Completed within 4 hours (exceptions notified immediately)
✓ Involuntary changes: Subject to airline policies
(c) Not applicable within 48 hours of scheduled departure.
(d) Change withdrawal requests: Atlas will assist, success determined by airline.
3.3 Refund Fee Disputes
(a) Atlas refund fee quotes are indicative only.
(b) Final refund = Actual airline recovery amount.
(c) Atlas guarantees:
✓ 100% pass-through of airline-refunded amounts (including rejections, unstated fees, or FX variances)
✓ Fixed Processing Fee charged according to contract.
3.4 Disrupted Flights
(a) Airlines' notifications of cancellations or schedule changes will be sent to the email provided at order placement. Ensuring email accuracy is your responsibility. If using Atlas's email service, refer to relevant terms.
(b) If a passenger claims compensation from the airline under EU Regulation 261/2004 and the airline seeks reimbursement from Atlas due to insufficient passenger notification, you must assist Atlas by providing evidence of receiving notifications. Atlas may deduct the full amount claimed by the airline from your deposit account.
3.5 Denied Boarding and Overbooking Policy
By completing a booking, Atlas has agreed to be bound by the specific Conditions of Carriage, Tariff, and overbooking policies of the airline (Operating Carrier). Accordingly, as the seller of the tickets to the passenger (Seller), the Seller is required to be bound to the same terms, changing only that which needs to be changed. The Operating Carrier retains the sole right to determine a passenger's eligibility for compensation, re-routing, and assistance (e.g., meals, accommodation), as mandated by applicable laws (including, but not limited to, EU Regulation 261/2004 and US DOT rules). The Seller acknowledges that it is their exclusive responsibility to communicate these specific Operating Carrier rules, check-in deadlines, and denied boarding procedures to the passenger and to ensure that the passenger is aware of the same, in order to seek their compliance.
3.6 Failure to Notify of Flight Changes
(a) The customer did not utilise the Atlas email notification service. (b) The customer utilised the Atlas email notification service but failed to receive the flight change notification email due to external causes attributable to the airline, airport, or other third parties, for which Atlas bears no responsibility.
3.7 Anomalies with Customer-Provided Virtual Credit Card Payments
(a) Payment Failure (b) Payment Omission (c) Ticket irregularities resulting from payment risk control verification checks.
3.8 Ticket Price Discrepancies
To ensure price transparency, and except for price differences attributable to specific discounts applied to "Child Tickets," the Company shall not be liable for refunding any price differences arising after ticket issuance due to any other reason whatsoever, including but not limited to fare fluctuations, channel disparities, exchange rate variations, or passenger-specific circumstances.
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