general

AirTran Airways Contract Terms

Transportation on AirTran Airways is subject to the terms contained in its Contract of Carriage, which may be inspected at any AirTran Airways customer service counter. The Contract of Carriage includes provisions on:

  1. Limits on liability for personal injury or death.
  2. Limits on liability for baggage, including fragile or perishable goods, and availability of excess valuation coverage.
  3. Claims restrictions, including the period of time in which passengers must file a claim or bring an action against the air carrier.
  4. Rights of the air carrier to change terms of the contract.
  5. Rules on reconfirmation of reservations, check-in times, and refusal to carry.
  6. Rights of the air carrier and limits on liability for delay or failure to perform service, including schedule changes, substitution of alternate air carriers or aircraft, and rerouting.

Please note that fares are subject to change until the purchase of a reservation. All AirTran Airways fares are one-way. All AirTran Airways fares are non-refundable (except Business Class) and a $150 fee per person applies to any change made after purchase, plus any applicable increase in airfare. Failure to cancel the reservation one hour prior to departure will result in forfeiture of airfare. Fares, routes, and schedules are subject to change without notice. Amounts shown are in U.S. dollars.

To learn about our commitment to customer care, please read our Customer Service Commitment.

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Advice to International Passengers on Limitations of Liability

Passengers on a journey involving an ultimate destination or a stop in a country other than the country of departure are advised that international treaties known as the Montreal Convention, or its predecessor, the Warsaw Convention, including its amendments, may apply to the entire journey, including any portion thereof within a country. For such passengers, the treaty, including special contracts of carriage embodied in applicable tariffs, governs and may limit the liability of the Carrier in respect of death or injury to passengers, and for destruction or loss of, or damage to, baggage, and for delay of passengers and baggage.

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Aircraft

AirTran Airways operates Boeing 717-200 (12 Business Class, 105 Coach seats) and Boeing 737-700 (12 Business Class, 125 Coach seats) aircraft.

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Animals

We accept small, domesticated cats and dogs that will fit in an approved carrier under the seat in front of you. Birds are no longer allowed on AirTran Airways flights.

Six (6) pets are allowed per flight with a limit of one (1) pet carrier per paying customer traveling on the same flight. However, from time to time, circumstances may allow for more (or fewer) than six (6) pet carriers per scheduled flight.

Of course, assistance animals providing support to Customers with a disability are always welcome onboard regardless of the number of pets already booked on the flight.

New Pet Fare Price: Effective 10/23/2013

  • Pets traveling prior to January 15, 2014 are subject to a $75 Pet Fare each way per pet carrier.
  • Pets traveling January 15, 2014 and beyond are subject to a $95 Pet Fare each way per pet carrier.

Airfare for a pet is non-refundable and is subject to change at any time.

In-cabin Pet Carriers

  • The pet carrier is limited to maximum dimensions of 8.5” high x 18.5” long x 13.5” wide.
  • The carrier must be leak proof and ventilated on at least two sides.
  • The pet must remain in the carrier and under the seat for the duration of the flight.
  • The pet carrier counts as either a passenger’s one (1) carry-on bag or personal item.

Pet Reservation and Payment Information

  • AirTran-only Flights: Advanced reservations must be made by calling AirTran Airways at 1-800-AIR-TRAN (1-800-247-8726), and the Pet Fare payment will be required at that time. On the day of travel, Customers must bring the pet to the airport in an approved pet carrier. Proceed to the airport ticket counter to check the pet in before going to the departure gate.
  • Shared-itinerary Flights: Pets are now allowed on flights that include a Southwest Airlines segment. However, advanced pet reservations are not available for shared itineraries at this time. On the day of travel, customers must bring the pet to the airport in an approved pet carrier. Proceed to the airport ticket counter to book the pet’s reservation and pay the Pet Fare before going to the departure gate.
  • Southwest-only Flights: Information regarding pet travel on Southwest-only Flights can be found on southwest.com/pets.

International Travel — AirTran Airways does not allow Pets to travel on International flights. Note: Pets are permitted to travel to San Juan, Puerto Rico (SJU).

In many airports, AirTran Airways sells Southwest Airlines branded pet carriers for $48 at the ticket counter. AirTran Airways and Southwest Airlines do not transport pets as checked baggage.

Law Enforcement and Search and Rescue Service Dogs

AirTran Airways accepts fully-trained law enforcement service dogs trained in explosives or drug detection (or other specific functions) and search and rescue dogs for transportation, without charge, when accompanied by their respective handlers on official business. Each customer traveling with a law enforcement or search and rescue dog must present a letter of mission and a copy of the animal’s certification. In accordance with federal safety regulations, the dog(s) must be positioned so as not to obstruct customers’ expeditious evacuation in the unlikely event of an emergency. In addition, law enforcement and search and rescue dogs may not occupy a seat or sit in an emergency exit row.

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Armed Law Enforcement Officers

Law enforcement officers, under certain limited circumstances, may be allowed to fly armed while traveling on AirTran Airways. They must complete a Carry-On Firearms Authorization form and meet TSA requirements.

Individuals Authorized to Carry Firearms Onboard Aircraft:

  • Federal Law Enforcement Officers who are direct employees of a government agency
  • State, Local or County Law Enforcement Officers authorized to carry firearms who are direct employees of a government agency
  • Foreign Nationals who are armed escorts of Foreign Dignitaries

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Baggage - Carry-On

Per TSA regulations, all customers traveling on AirTran Airways will be restricted to one bag plus one small, personal item. The carry-on bag must be stowed under the seat in front of the passenger or in an approved overhead bin. Garment bags and small musical instruments are considered one of the allotted carry-on pieces.

Personal-type items include purses, briefcases, cameras, food containers, or laptops (case included). Pet carriers are considered either a personal item or a carry-on item.

The following items are not considered carry-on bags or personal-type items and are not counted against the “one-bag plus one personal-type item” limit:

  • A child restraint device for a ticketed child with a reserved seat or when complimentary, available space exists.
  • Assistive/mobility devices for individuals with a disability. There is no limit to the number of assistive/mobility devices a customer can bring onboard the aircraft.
  • Outer garments or other wearable articles of clothing.
  • Food for consumption during flight contained in disposable packaging.
  • Walking canes or umbrellas.

The suitability of carry-on baggage will be determined by AirTran Airways.

Dimensions

AirTran Airways limits carry-on bag dimensions to 24” long + 16” wide + 10” tall. If the bag exceeds these dimensions, it is considered too large to be a carry-on item and must be checked. All carry-on items must fit under the seat or in the overhead bin. Any heavy item must be placed underneath the customer’s seat. Any item with inflexible surfaces must be placed underneath the customer’s seat or flat on the floor of an overhead bin.

Please see the TSA’s web site for a list of prohibited carry-on items.

Lost and Found

If you’ve left an item onboard the plane, please notify an AirTran or Southwest Airlines Customer Service Agent before leaving the airport so he or she can try to retrieve your item. If you have left the airport, you will need to fill out a lost item report. We will make every effort to locate your item and return it to you. You will be contacted via email and/or phone within 30 days if we are able to locate your item.

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Baggage - Checked

All baggage charges are one-way for each fare-paying customer.

First Checked Bag

For all coach class reservations, the charge for a first checked bag is $25 with size and weight limitations.

Second Checked Bag

For all coach class reservations, the charge for a second checked bag is $35 with size and weight limitations.

We make an exception to our checked baggage allowance policy for members of the military who are traveling on active duty orders. As long as each piece of baggage does not exceed 100 pounds in weight and 80 inches in size (length + width + height), baggage will be exempt from AirTran’s baggage limit, and will NOT be subject to excess, oversized, or overweight baggage charges.

Excess Baggage

The excess baggage charge, for other than sporting equipment, will be $75 for each piece. Additional charges are applicable for bags exceeding the weight and size limits and some sporting equipment.

Overweight Baggage

Items from 51 to 100 pounds will be accepted for a charge of $75 per item. Baggage in excess of 100 pounds will not be accepted.

Oversize Baggage

An oversize charge of $75 will be assessed for each checked bag with overall dimensions (length + width + height) between 63 and 80 inches. Baggage in excess of 80 inches will not be accepted.

When checking oversize items, please arrive at the airport no later than 90 minutes prior to departure time to allow enough time for your baggage to be screened before proceeding through security.

AirTran Airways transports sporting equipment such as bicycles and surfboards at a nominal charge. Contact AirTran Airways Reservations at 1-800-AIR-TRAN (1-800-247-8726) or at 678-254-7999 in Atlanta for more information.

Regulations require name identification to be placed on the outside of each checked bag. AirTran Airways recommends placing identification on the inside of luggage as well. Name tags are available at all AirTran Airways baggage acceptance locations.

AirTran Airways will not be responsible for money, jewelry, cameras, video and electronic equipment, personal computers, silverware, negotiable documents, securities, business documents, samples, paintings, antiques, artifacts, manuscripts, furs, irreplaceable books, publications or similar valuables contained in checked baggage.

Fragile articles and perishables are accepted as checked baggage only at the customer’s risk.

Checked baggage will be screened and is subject to physical inspection as mandated by the TSA. Customers may be required to present identification. The TSA recommends that passengers leave their baggage unlocked as Federal Security Screeners may have to open and physically search a bag as part of the screening process. For more information, visit the TSA’s website at www.tsatraveltips.us.

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Baggage - Claims

Claims for delayed baggage must be submitted within 4 hours of arrival. Claims for damaged and/or pilfered baggage must be submitted within 24 hours. Notice may be provided within 24 hours of arrival if claimant establishes he/she was unable to give notice at the airport for good cause. Good cause will be determined at the sole discretion of AirTran Airways. Liability for loss, delay, or damage is limited unless a higher value is declared in advance and additional charges are paid. Although excess valuation may be declared on certain types of articles, AirTran Airways’ liability for lost, damaged or delayed baggage is limited to $3,400 per fare-paying customer for travel solely between U.S. points.

Liability for loss, damage or delay associated with international travel (including domestic portions of international journeys) is limited to $9.07 per pound ($20.00 per kilo) for checked baggage and $400.00 per passenger for unchecked baggage, unless a higher value is declared in advance and additional charges are paid. Liability is for a maximum of 70 lbs. ($640.00) per checked bag. The limit may be lowered for additional pieces to certain destinations or when using connecting carriers.

AirTran Airways assumes no liability for fragile, valuable or perishable items transported to, from or within the U.S.

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Baggage - Delayed

AirTran Airways is committed to ensuring our customers and their bags travel on the same flight. If you are unable to locate a checked bag upon arrival, you should notify an AirTran Airways baggage service representative prior to leaving the airport. Claims for delayed baggage must be submitted within 4 hours of arrival of the flight on which the delay is alleged to have occurred.

In the event of additional questions regarding your baggage claim, please contact our System Baggage Service office Monday through Friday from 7:30am to 6:00pm and on Saturdays and Sundays from 9:00am to 5:00pm.

System Baggage Service — 1-866-AIR-CHAT (1-866-247-2428) Option #1.

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Boarding Procedures

AirTran Airways will board unaccompanied minors, passengers traveling with infant in arms and passengers requiring special assistance before general boarding begins provided they have identified themselves to an AirTran Airways gate agent prior the start of general boarding.

When general boarding commences, the aircraft will be boarded by zones. AirTran Airways recommends that passengers arrive at the gate at least one hour in advance of the flight.

Customers flying on Southwest Airlines segments are assigned a boarding group (A, B, or C) and position (1-60) when they check in. Your unique group and position combination (for example: A35) will be displayed on your boarding pass and represents a reserved spot in the boarding group at the gate. Numbered posts in each Southwest Airlines gate area indicate where to line up, so when your boarding group is called, find your designated place in line and board the aircraft.

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Cancellation Policy

To cancel a reservation, please call AirTran Airways Reservations at 800-AIR-TRAN or 678-254-7999 in Atlanta. Reservations must be cancelled at least one hour prior to departure, and there is a $150 fee per passenger to cancel a reservation. The remaining balance will be placed in a credit file, which may be used for future bookings for up to one year from the date of the original booking. Failure to cancel reservations one hour prior to departure will result in the forfeiture of airfare.

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Changes at the Airport on Day of Travel

Customers have two options for changing to a flight other than their reserved flight at the airport on the day of travel. Based on space availability, customers may reserve a confirmed seat on an earlier flight to the same destination for $50 per person per segment. Or, customers have the option to standby for another flight to the same destination at no charge. These options are only available at the airport on the day of travel.

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Changes to Flight Itineraries

All AirTran Airways fares are non-refundable (except Business Class) and a $150 fee per person applies to any change made after purchase, plus any applicable increase in airfare. Customers not sure of which flight they may want also have the option of placing unused airfare in a credit file for one year from the date of the original itinerary booking, for a fee of $150.

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Check Acceptance Policy

AirTran Airways no longer accepts checks as a form of payment.

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Check-in Requirements — Ticket Counter

AirTran Airways recommends that passengers arrive at the airport 120 minutes prior to the scheduled departure of their flight. Baggage checked less than 45 minutes prior to departure in larger airports, or 30 minutes in smaller airports will be marked for Voluntary Separation. Although every effort will be made to get your Voluntary Separated bag on your flight, in the event your baggage does not arrive with you at your destination, AirTran Airways will not assume delivery charges to get your baggage to you. For international flights, passengers and their baggage must be checked 60 minutes prior to the scheduled departure. See AirTran Airways’ Contract of Carriage for specific airport check-in requirements.

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Check-in Requirements — Gate

Customers must present themselves at the flight departure gate no later than ten minutes prior to the scheduled departure of their flight. Failure to comply will cause the customer to lose their reservation and, if so, they will not be eligible for denied boarding compensation.

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Children and Infants

AirTran Airways will not provide transportation services to any infant 14 days of age or younger, unless a written statement is provided by an attending physician approving such infant for air travel. Infants under the age of two years must be accompanied by a passenger 12 years old or older and have a birth certificate for age verification purposes. Government taxes and fees may apply to children under 2 for international travel.

You may bring a stroller to the gate for ease of travel through the airport. The stroller may be gate checked just before boarding the plane and will be returned to the aircraft jet way upon arrival at your destination. Car seats and strollers may be checked free of charge; any other items are subject to standard baggage fees (i.e., portable crib, high chair, etc.).

Booster-type child seats, vest and harness-type systems, and lap held child belts are not approved for use in the aircraft during movement on the surface, taxi, takeoff and landing; they may be used during cruise flight only. The C.A.R.E.S. (Child Aviation Restraint System) is currently the only child safety device FAA approved for all points of travel, in place of a child restraint seat.

When traveling with an infant, you are allowed more than the standard one carry-on item in order to travel with baby-related items such as diapers, baby clothes, blanket, etc. We recommend that you carry on an ample supply of baby care items in the event that your flight is delayed. Security requirements prevent us from retrieving checked luggage from the cargo stowage.

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Hazardous Materials

Federal regulations restrict carriage on aircraft of items classified as hazardous materials. These materials include, but are not limited to, flammable gases — liquid and solid, nonflammable compressed gases, explosives, poisons, corrosives, oxidizing agents, radioactive materials, etiologic agents, and magnetized materials.

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Identification

All passengers over the age of 18 must present a valid, government issued photo ID (such as a driver’s license, U.S. Military ID card or passport) upon check-in and at the TSA screening checkpoint.

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Kiosk Flight Check-In

AirTran Airways offers flight check-in through self-service kiosks at all stations.

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Onboard Service

AirTran Airways serves complimentary coffee, juices, Coca-Cola products, and snacks on all flights. Cocktails, beer, and wine are $6 on all flights and must be paid for by credit or debit card (cash will not be accepted).

Southwest Airlines segments will include complimentary peanuts and pretzels as well as an assorted list of non-alcoholic beverages. Cocktails, beer, and wine may also be purchased onboard. All major credit cards are accepted (cash will not be accepted).

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Overbooking of Flights

Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no passenger will be denied a seat until airline personnel first ask for volunteers willing to give up their reservations in exchange for a payment of the airline’s choosing. If there are not enough volunteers, the airline will deny boarding in accordance with its particular boarding policy. With few exceptions, persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and each airline’s boarding priorities are available at all airport ticket counters and boarding locations.

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Online Flight Check-in

AirTran Airways offers Online Flight Check-in at airtran.com. Customers may check in using this service from their computers from 24 hours to 45 minutes prior to the flight’s scheduled departure. Flights involving a Southwest Airlines segment may check-in online from 24 hours to 1 hour prior to scheduled flight.

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Passengers with Disabilities

AirTran Airways complies fully with the U.S. Department of Transportation Part 382 regulations concerning passengers with disabilities. A copy of Part 382 is maintained at each AirTran Airways ticket counter and gate. Passengers with disabilities should advise the AirTran Airways Reservations Sales Agent at the time of booking so that appropriate accommodations (e.g., seat assignments) may be made.

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Refund Policy

Passengers entitled to refunds for flight cancellations or other reasons may apply for a refund through any AirTran Airways representative at any AirTran Airways gate, ticket counter, Reservations or Customer Relations office. Refund requests may be accepted in person (at any gate or ticket counter), on the phone (Reservations: 800-AIR-TRAN or 678-254-7999; Customer Relations: 866-AIR-CHAT), or by email (“contact us” located on the home page of our website, airtran.com). If air transportation on AirTran Airways was paid by a credit card, refunds may be processed by any AirTran Airways representative. If air transportation on AirTran Airways was paid by cash or check, a refund check will be processed by the Refund Desk in Customer Relations. AirTran Airways processes requests for refunds within seven (7) days for credit cards and within twenty (20) days for checks/cash. Disbursement requests are sent per individual claim to Refunds for processing. Refunds then creates a settlement check, which will be mailed directly to the customer within 10 business days. For more information on refunds, please contact our Refund Desk at 866-5-REFUND.

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Seat Assignments

AirTran Airways operated segments offers several advance seat assignment options. Whether you select your seat assignment in advance or not, all customers will receive a seat assignment prior to boarding their flight.

Segments operated by Southwest Airlines will be given a priority boarding number at check-in.

Advance Seat Assignments

Advance seat assignments on AirTran operated segments are available for purchase at any time with Discount Coach and Sale fares. Prices vary by seat. For customers who purchase Regular Coach fares (Y, B or M fare classes), some advance seat selections are complimentary. For customers purchasing Business Class, advance seat assignments are complimentary. You may view the seating options and make your selection during the booking process, or you may retrieve your reservation and select your seat assignments at a later time.

Some coach seats offer special benefits:

  • Premium coach seats toward the front of the cabin offer priority boarding
  • Exit row seats offer additional leg room and priority boarding

Southwest Airlines offers regular coach seating only.

Exit Row Seating

Exit row coach seating for AirTran-operated segments (with additional leg room) is also available for purchase. All customers choosing exit row seating (whether purchased in advance or assigned at check-in) must meet certain requirements to qualify for exit row seating. You must be:

  • 15 years of age or older
  • Willing and able to help in the event of an emergency
  • Not traveling with an infant, children or pets
  • Able to speak and understand English
  • Able to lift 50 pounds
  • Not using a seat belt extender (which could get tangled in an emergency)

Complimentary Seat Assignments

Customers with disabilities may request a complimentary seat assignment at the time of booking by contacting the AirTran Airways Reservations Center. A2B Corporate customers may request a seat assignment by booking online or contacting the A2B Corporate Desk. A+ Rewards Elite members may request a seat assignment by booking online or contacting the A+ Rewards Desk.

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Seat Belt Use

AirTran Airways requires that customers keep their seatbelts fastened throughout the flight.

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Security

Passengers need a boarding pass along with a government-issued photo ID in order to pass through the security checkpoint. For your safety and protection, all security checks are performed by or are consistent with the Transportation Security Administration (TSA) requirements. As a result, all passengers and their baggage may be inspected in accordance with TSA requirements. We appreciate your patience during these security procedures. It is recommended that passengers proceed through the security checkpoint at least one (1) hour prior to departure time. For more information, visit the TSA’s website at www.tsatraveltips.us.

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Smoking

Per federal law, smoking is prohibited on all AirTran Airways flights.

In addition to smoking, the use of chewing tobacco and electronic cigarettes are not permitted onboard any scheduled or private charter AirTran Airways flight.

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Unaccompanied Minors

AirTran defines an unaccompanied minor as a child at least five (5) years of age but less than twelve (12) years of age who is not accompanied by a customer twelve (12) years of age or older. All applicable fees will apply.

Unaccompanied minors will be accepted for travel, with limitations, based on their itinerary.

AirTran does not accept unaccompanied minors on international flights.

  • A child five (5) through eleven (11) years of age will be accepted only on nonstop or direct flights between their origin and destination. AirTran Airways reserves the right not to transport unaccompanied minors on flights that may be diverted or cancelled due to weather or other operational disruptions.
  • Unaccompanied minors will not be booked on connecting flights.
  • Passengers 12 years of age or older will no longer be accepted as unaccompanied minors.
  • Proof of age in the form of a birth certificate or other form of valid identification for the child is required upon check-in at the ticket counter to travel as an unaccompanied minor.

Fees

  • Unaccompanied minors will be charged a fee of $50 one-way per child on nonstop and direct flights or $100 roundtrip per child.

Please advise AirTran Airways if the reservation is for an unaccompanied minor. AirTran will need information regarding the individual designated to take custody of the unaccompanied minor at the final destination. The designated individual will be required to present positive identification and sign a release.

Originating City — Departure Gate

AirTran Airways asks that you have the unaccompanied child check in at the departure gate at least one (1) hour prior to scheduled departure. The child will be courtesy-boarded and identified to the Flight Attendant as an unaccompanied child. Unaccompanied children arriving after the courtesy-boarding process has been completed will be boarded last, to ensure identification to the Flight Attendant. The person escorting the unaccompanied minor to the gate must remain at the gate until the flight is airborne.

Destination City — Meeting an Unaccompanied Minor

The child will be escorted off the aircraft by a Flight Attendant and released to the designee or another designated AirTran Airways Crew Member. AirTran Airways will require the person picking up the unaccompanied child to produce positive identification and sign a release. If an unaccompanied minor is not met at the destination airport, AirTran Airways will make every attempt to reach the adult sending the child or the adult responsible for meeting the child. If AirTran Airways is unable to make contact with the adults listed in the reservation the Unaccompanied Minor will be returned to his/her originating city at the expense of the adult who sent the UM. As a last resort, if the responsible adults for the UM are delinquent in meeting the child and/or responding to calls, AirTran Airways will place the child in the custody of local authorities or child protective services.

AirTran Airways hopes you will understand these requirements are intended for the safety and well-being of your child.

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