Arajet Customer Service — practical, expert guide

Overview and where Arajet fits in the market

Arajet is a Dominican low-cost carrier whose operational hub is Las Américas International Airport (SDQ) in Santo Domingo. As a lean LCC, Arajet structures customer service around self-service digital tools plus targeted in-person support at airports; that hybrid model reduces base fares but places a premium on clear policies and fast issue resolution when things go wrong.

From a customer-service design perspective, Arajet follows industry best practices for value carriers: limited complimentary services on the base fare, ancillary pricing for baggage and seat selection, and a centralized customer-care center that handles rebooking, refunds and irregular operations (IRROPS). The airline’s public-facing site (https://www.arajet.com) is the primary channel for purchases, ancillary purchases, and automated customer tasks such as check-in, boarding pass retrieval and refund requests.

Primary contact channels and expected SLA

Arajet emphasizes digital-first support plus airport counters for immediate operational issues. Typical service-level targets you should expect: automated chat/email acknowledgements within 2–12 hours, full email responses within 48–72 hours, and phone-hold targets of under 5 minutes during normal operations (IRROPS will be longer). For urgent, same-day rebookings at the airport, the counter is always the fastest option.

Use the right channel for the right problem: ticket changes and ancillary purchases are fastest through the website or mobile app; baggage claims and missing-item documentation are handled at the destination airport counter first, then through the customer-service portal. Social media will get quick attention for simple queries (status, delays) but never substitute formal claims that require documentation.

• Channels and when to use them: website/app for bookings and refunds; airport counter for baggage and IRROPS; phone for complex rebooking or group travel; email/portal for documented claims and receipts; social media for quick status checks.

Checked baggage, fees and pricing transparency

As a low-cost carrier, Arajet separates fare and ancillary fees. Expect carry-on rules and checked-bag allowances to be explicit at booking: typical LCC practice in the Caribbean is a free small personal item and paid carry-on/checked bags. For planning, budget roughly USD 20–50 per checked bag when purchased in advance and USD 35–70 at the airport, depending on route and weight band. Prices are dynamic and vary by route, season and how close to departure you buy.

To avoid disputes, always save your booking confirmation and ancillary receipts. If you prepay a bag and the system does not show it at check-in, present the email receipt at the counter and take a stamped copy of any in-person correction. For excess or overweight baggage, obtain the counter’s written rate before paying; this preserves your right to a later refund if fees were charged incorrectly.

Irregular operations (IRROPS), refunds and rebooking policies

IRROPS — cancellations, long delays, or missed connections — are the most common source of customer friction. Arajet’s operating model aims to rebook passengers on the next available Arajet flight or, when capacity is unavailable, provide refunds or transfer options. Practically, accept rebooking options at the desk for same-day recovery; put refund requests in writing through the online customer-care portal so they enter the formal queue.

Refund timelines for major LCCs are typically 7–30 business days to credit cards and 30–90 days for bank transfers depending on banking partners and regulatory processing. If your travel is regulated by Dominican authorities, the Instituto Dominicano de Aviación Civil (IDAC) oversees ticketing and passenger rights; keep receipts and correspondence if you need to escalate to IDAC.

Special assistance, group travel and corporate services

Arajet provides special assistance for passengers with reduced mobility, unaccompanied minors and medical transport needs — usually requiring 48–72 hours’ advance notice. For airport-level assistance, request help at booking or call the customer-service center at least 48 hours before departure; the airline will log a Special Service Request (SSR) on your PNR and coordinate with airport ground handlers.

For groups (typically 10+ passengers) and corporate accounts, Arajet offers negotiated fares and consolidated invoicing. If you manage group travel, request a written group contract that specifies change windows, cancellation penalties and minimum deposit amounts. For cargo, Arajet’s cargo desk operates under separate tariffs and documentation — always request a formal airway bill and track via the airline’s cargo portal.

How to file a claim and escalate effectively

Success in claims is documentation-driven. For baggage loss/damage, obtain a Property Irregularity Report (PIR) at the airport counter immediately and get its reference number. For delays or cancellations where you seek compensation, save all receipts for meals, hotels or alternative transportation, and submit them with a clear itemized explanation through the Arajet claims portal or official customer-service email.

An effective escalation path: (1) file at the airport and collect written references (PIR or incident number); (2) submit a formal claim through the web portal within 7–14 days with PDFs of receipts and ticketing confirmations; (3) if unresolved within 30–45 business days, escalate to the airline’s customer-relations manager and copy the national authority (IDAC). Keep a chronological log of all interactions — dates, agent names, ticket/reference numbers — to accelerate resolution.

• Claim filing checklist: booking confirmation, boarding pass, PIR or desk incident number, photos (damage/loss), itemized receipts, preferred refund method (last four digits of cards or bank details), and a short timeline of events.

Final operational tips

Manage expectations: low fares often mean fewer included services, but a documented, procedural approach to issues gets results quickly. Proactively add ancillaries online, arrive early at SDQ/PUJ counters for peak travel, and use the mobile app for real-time updates and digital receipts.

When in doubt, document everything immediately. That single PDF of receipts plus a PIR and an online claim submitted within a week is the strongest position for getting fees refunded, receiving compensation, or ensuring baggage recovery — and it’s the fastest way to convert a service failure into a measurable resolution.