At Drukair, the safety and security of our customers and employees is our top priority. We have embedded safety into our working culture through company policies and governance, where every employee—from leadership to frontline staff—plays a role in maintaining the highest standards of safety and security.

We strive to offer the best fares available for your chosen date, flight, and class of service. You can find our lowest fares on our website, social media, or by contacting our ticket counters, city offices, or toll-free number (1300). All fares are displayed with full transparency.

While delays and cancellations can occur due to various factors, we will keep you informed without needing to ask. We provide updates for any delay of 30 minutes or more or flight diversions through:

We are committed to delivering checked baggage promptly. In the event of delayed or mishandled baggage, we will make every effort to return it within 24 hours. A baggage claim can be filed at the airport if necessary.

For tickets booked through Drukair, you may cancel and receive a refund, subject to terms and conditions based on the ticket type:

For eligible tickets, refunds will be processed promptly. Refunds will be credited to the original form of payment once we receive the required documentation:

We are committed to providing a convenient and respectful service for all passengers, including those with disabilities, unaccompanied minors, or special needs. Our staff is trained to assist passengers with disabilities, including wheelchair services and airport support. Please contact us in advance to arrange special services.

In the event of a lengthy delay, we will make every effort to meet your essential needs, including providing snacks, drinking water, restroom facilities, and medical attention if needed. We will update passengers every 30 minutes regarding the delay status.

In cases of overbooking, we will first seek volunteers to give up their seats. Priority will be given to passengers with urgent travel needs, such as medical patients. If necessary, we will arrange alternative flights to ensure you reach your destination as soon as possible.

We provide clear information on our website about:

• Aircraft seating configurations and lavatory availability.
• Terms and conditions of travel, including cancellation policies.
• Our frequent flyer program, HappinesSMiles.

We will notify you in a timely manner of any changes to your travel itinerary. Notifications will be sent using the contact information provided in your reservation.

We value your feedback as it helps us improve our services. You can reach our Customer Care team at wearelistening@drukair.com.bt or through our feedback form in the in-flight magazine. We will acknowledge your complaint within 72 working hours and work to resolve it as quickly as possible.

In case of cancellations or misconnections, we will:

• Contact you in advance when possible.
• Rebook you on the next available flight in the same class of service.
• Provide rebooking information through our website, airport kiosks, or reservations agents.